Dear Mercedes-Benz Customer Services,I am writing to express my complete frustration with the service I received this Saturday.I was charged over £500 for work carried out on my vehicle, yet was told that because it was a half day on a Saturday, you “don’t offer” a courtesy car or even a basic clean. I would genuinely like to understand what exactly I am paying for. A premium brand charges premium prices, but apparently only delivers a part-time service?To make matters worse, I received a call after 1pm informing me that the car was ready and had to be collected by 2pm, otherwise I could not collect the car and there was nothing that could be done. I live 40 minutes away, so providing barely an hour’s notice to collect the vehicle was completely unreasonable from the outset.What made the situation even more frustrating was that we phoned in advance to say we would be approximately 5 minutes past 2pm. We were bluntly told that there was nothing they could do about it.The complete lack of flexibility or basic customer care is far below the standard I would expect from a brand that positions itself as high-end and customer-focused. The entire experience felt dismissive and transactional rather than premium or customer-oriented.I would appreciate a clear explanation as to:- Why basic customer services such as a courtesy car or vehicle clean are unavailable.- Why there is zero flexibility, even when customers call ahead and live a considerable distance away.- What justification there is for a £500 bill that comes with none of the expected service standards.If Mercedes-Benz approved garages provide the same level of service for £300 less, it raises a fair question about how the price difference is justified and what added value, if any, is being offered.I look forward to your response and an explanation that reflects the reputation your brand claims to uphold.Regards,Sam

Not the best interaction with Neeraj, bit cold and closed. No follow ups and no further assistance provided. Had to chase to ask for assistance, was not very welcoming.

Worst experience I have ever had this would of been my 4th car but cancelled it due to bad management on how I was pushed back & forth to different reps I have always dealt with mark tordoff there with never any issues now he has left feels like they don’t have time for customers just want to take the money

HelloI would like to raise a complaint to the most appropriate department.I purchased a nearly new car on 31st January from Mercedes Wolverhampton, registration number KT25 LNJ.On Thursday afternoon last week i went to my garage to start the car and it was completely dead.I called the Mercedes/Roadside line and eventually on Friday 10am the RAC came to my home and jump started the car. The RAC technician advised that the battery required replacement and that i shouldn’t stop the engine and instead take it to my latest mercedes dealer immediately.Bearing in mind i was at work at home at the time and so had to leave my work in middle of my working day to take it to Poole where they have reviewed and updated software today apparently as there is nothing wrong with the battery (even though it was dead) Needless to say a massive inconvenience as my wife who was also working from home had to follow me on our other car (thankfully we have another car)I would like to enquire why this wasn’t picked up in your apparently extremely thorough multi point checks before i collected the vehicle? May because it wasn’t checked properly?The car is only 8 months old with 5k miles and i am now questioning whether i should use the 30 day return policy given i have been supplied with a faulty car. I have and saved for years to by a newer car and so far am bitterly disappointed and regretting choosing a Mercedes.RegardsIan Smith

Great service dal was brilliant

Neeraj was excellentVery patient with my indecisive parents

I have an EQC 400 from new and was m islead as to the range as i now get 129 miles only at 90 per cent and i find the car unfit for purpose.I was bombarded through all media methods regarding the platinum sales event recently.As i love the driving experience of my vehicle i was inetrested in looking at changing but wanted an update as to the situation of my finance situation and the viability to chane.I contacted the dealer and asked to speak to sales so as to talk through situation and ensure time was not wasted for myself or sales team,Initial call friday 06th feb promised call back rang again and spoke to Andy on 09/02 and again promised call back after conversation with managerNo call recd so left a message again on the 10th and as of today the 19th still heard nothingI have been a customer for over 15 years and had a number of vehiclesVery sad that now have a vehicle not fit for purpose and a company that no longer values customers

I have been trying to call the parts department for 2 days now. Mostly, it rings once and then goes to an answer machine - stating cannot connect at the moment.I called the switchboard yesterday a 11am and receptionist said she will get someone to call me - no one has . I must have made 6 calls and same problem.Totally unprofessional in this day and age - I will go to complain to Trust Pilot

Good morningWe are forwarding the details of a customer complaint regarding ongoing quality concerns (attached). Whilst we appreicate the cutomer has owned the vehicle for several years, he has stated it has been returned for repairs on numerous occassons. Therefore, we would be grateul if you could provide further informaton.As we investigate these concerns, please provide the following without delay:• Signed vehicle PDI copy• Job sheets/technician reports for any inspections/repairs• Confirmation if the driver was provided a courtesy vehicle free of charge• For vehicles currently under repair: confirmed fault details, estimated completion date, and any delay causes• Any other relevant information on file.If the vehicle has not been returned to you, please engage proactively with the customer to identify the root cause of the reported issue(s).We request your response within 5 working days to collaborate effectively and achieve a positive outcome for the customer. Please may you liaise with the dealer to see if they have seen the vehicle since sale and what their position is on the matter. We are happy to discuss further if needed.Thank you for your prompt attention to this matter.Kind regardsLavernePrivate Customer Escalations ExecutiveALPHERA Financial ServicesSummit OneSummit AvenueFarnboroughPlease note please see attachment on the ticket as they will not copy and paste to this input page

I have always bought my cars from Lookers Wolverhampton and this would have been my third purchase. I was disappointed by the attitude i received from one of the snr salesperson assisting the junior salesperson. I felt pressured into making a decision and when i asked for the numbers, he was evasive and dismissive unless i agreed to his offer or purchasing a brand new vehicle.I was utterly disgusted by the unprofessionalism and attitude.