(5,496 vehicles in group)
My experience at Mercedes Benz of Reading could have been better because they should not be selling cars that haven't been properly prepared for sale. Selling cars with obvious known faults is unacceptable. The process of putting things right is still ongoing (4 weeks up to yesterday) and I needed to escalate to the CEO. The car was sold with multiple faults that should never have got through the pre-delivery inspections. Communication has been patchy throughout the entire process and I have had to keep chasing. Last week I was told the car was ready to collect and I received a call en route telling me that there were still faults that would need to be fixed. Yesterday one of the fault codes disappeared on the app indicating that work had been done and the car had covered 14 miles, which we can assume was a test drive but still no update. The faults on the car were: Rear tyre pressure sensor failure, rear seat belt sensor failure, exhaust tips/trims not correctly fitted. A new rear Signal Acquisition Module needed fitting and then a new air mass sensor. I asked for photos of the SAM to see if it was damaged by water ingress, which could indicate sunroof issues but haven't received any. I logged the complaint with Mercedes-Benz UK but the only contact I had from them was asking me to rate my experience on the phone with the lady who took the call. It's now 29 days since I paid for the car, 22 days since returning it for fixes and I am still not informed. PDI processes are not fit for purpose. Comms are sporadic; calls aren't returned when promised. Delegation of calls to colleagues because "he's busy in meetings" is an indicator that there is not a culture of customer care. There would be no meetings to go to if there weren't customers. I would have no hesitation in stepping out of a meeting to call a customer with an issue. I'd also make a point of coaching my colleagues on it too. My complaint and issue is due to systemic and cultural failure of an organisation that needs to refocus itself on customers through its actions, not just with mission statements.
I would not recommend Mercedes Benz of Reading because my sales rep wasn’t there on day of collection and I haven’t heard from him since, there was a part third-party dash cam installed and left on the car which I didn’t know about, there were issues with the finance (not the dealership’s fault) my sales rep refused to change finance paperwork when asked on one occurance.
I would not recommend Mercedes Benz of Reading because. We came to a main dealer and expected more. Issues with the car were covered up in order to get the sale. Once delivered ( 200 miles away ) we saw the issues previously brought up by myself, and promised by the dealer that they would be dealt with had NOT been done. Passed from the top to the bottom with none of the issues sorted. Near illegal front tyre not replaced as promised. Faulty electric parking brake not sorted. 3 damaged alloys not sorted. Was told on a video that all the alloys and tyres were good. Promised a fresh mot to prove the previous advisories had been done, again NOT DONE. Looked at returning the car in the 14 day period but was constantly promised it would be done. Once the 14 day period passed all comms stopped. Also if it would have been returned it would have cost me, the customer £400 in transport fees. This is even though all the issues are not my fault. And the car was not as described. I’m currently in contact with the finance company to complain about this to see if we have an avenue that way to sort this out. Will NEVER deal with these people again. If anybody asked me I would advise against it. YOU CAN DO BETTER BY STOP LYING. Things happen and a measure of customer service is how you deal with them. YOU ARE REALLY POOR. The bad part is it’s from the top to the bottom. VERY VERY DISSATISFIED
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using JudgeService.
