Mercedes-Benz Omdömen 

My experience with Mercedes-Benz customer service in the UK has been extremely poor.
Within a year of purchase and while still under full manufacturer warranty, two Mercedes-Benz vehicles I purchased in succession developed serious safety-related faults. The second vehicle suffered a major ABS/ECU safety failure barely a month after its first service, rendering it undriveable.
For months, despite numerous emails to Mercedes-Benz customer services explaining that the vehicle was unsafe and unusable, there was no effective intervention, no coordination with the dealer network, and no practical support. I was repeatedly passed between the dealership, Mercedes-Benz UK, and Mercedes-Benz Finance while the vehicle remained unusable.
During this time, I continued paying finance, insurance, and transport costs, relying on taxis and public transport to meet work commitments. The lack of urgency, ownership, and accountability once a serious safety issue arose has been deeply concerning.
Months later, I am still dealing with the consequences and feel seriously let down by Mercedes-Benz customer service. For a vehicle costing over £40,000, this level of aftersales care is unacceptable and not what one would expect from a premium manufacturer.

Very disappointed with Mercedes-Benz of Colindale. Emergency roadside assistance services took my car to this branch on 4th December around 4:30pm after an accident, but I was told they couldn’t do anything and wouldn’t look at my car until the following Wednesday. This is not acceptable in an emergency situation. Staff were rude and unprofessional throughout.

Mercedes Benz Swindon what a nightmare

Week the first 15 minutes i would classify as 1 star then a sales guy called Jeremy stepped in and sort of brought it back to a five.

Entry in showroom, great the girls on the desk were attentive and went to get a sales rep (name escapes me). After standing around for 5 minutes and being asked by numerous other greeters if i could be helped (Err yes waiting for a sales rep). I then decided to look at the car of interest (GLC PHEV some £60k of car) myself whilst the tasked rep appeared.

After a further 10 minutes of looking around the car on my own a sales guy noticed me and asked if he could help. I did tell him i wasn't impressed to date and would be feeding back own the experience.

To be fair to Jeremy he then did a professional job and i was left impressed by him and the car but not the dealers.

If i was the franchise owner the sales director would be down the road obviously their coffee, chats and whatever is of more interest than doing their job.

I would be sending in a mystery shopper every week and bonuses would have a dependency on that activity as it is clear the current sales director does not have a grip of the store.

I've never known a company that changes their data protection policies as frequently as Mercedes does! It seems that at least once a month I get an email about yet another change to their data protection policies. This is quite ludicrous, silly and unreasonable on Mercedes' part. Do they really expect their customers to read through a new lengthy amended data protection policy each and every month?

What this tells me is that Mercedes are a company in disarray who can't plan ahead! And who knows what they are injecting into their policies; knowing that their customers will be too exasperated to bother reading such constant amendments? I wouldn't want to say that they're selling customer data to selected third parties, but I do get a lot of junk mail....

Also, their unreasonable prices for simple features like remote locking and live traffic are comical and and they no longer collect and return cars for servicing (which is costing me £45 a month). Very naughty to remove that perk when that was quite the incentive to take out servicing with them in the first place.

Mercedes are fast becoming a far less premium brand. I no longer feel valued as a customer or that I've joined a special club where your custom is rewarded with perks as was the case before.

In fact, what are the perks of being a Mercedes customer...? I can't think of one...

Bought two main dealer nearly new Mercedes cars start of year for over £100k. New models with new tech, and both have had major software issues needing major software rebuild. Both cars have had the same digital dashboard screens go blank at speed (dangerous and illegal) and my car wouldn't start due to another software fail, needing the AA. Each failure resolved by the local Mercedes dealership but after the 4th major software fail I contacted Mercedes direct and in short they couldn't have given less of a damn. Worst customer service or post care I've ever experienced and will return to BMW.

Customer service is so bad I would suggest to replace them with AI, it might improve overall. They won't flinch a finger and will repeat what have been told by the dealership. Totally useless service and waste of time to contact them.

I have bought 2 years extend warranty already because my car have some problems in first 3 years but fixed it at the end in free warranty period but exhausting.

The fan became noisy last week and I booked to check up at Mercedes-Benz belfast. They gave me a form marking the problem of my car and marked £175 fee and told me to sign. I did not sign and I told them my car is still in warranty period, then the staff said he will check for me and gave me a timeslot 10am 29 Oct and then left. When I drove the car to there on that day. They told me to sign on the same form again but still marked £175 fee , I repeated to say my car is in warranty period and then she wrote down "warranty?" beside "£175" and told me that she will check for me , then I signed and left.

I shopped around to wait for my car. Around 5 hours later, nearly 3pm, the technician phoned to us, I thought I can collect my car. Unfortunately, he asked us what the problem of the car is. He did not read the form??? Check up at 3??? (what is the purpose of the form?)

When I collected the car around 4pm, they told me to pay £150. They said a leaf through under the car to the fan system then caused the fan making noise that did not include in warranty. £150 was discounted for technician fee.

We are curious why a leaf can get into the fan system even it designed with a filter system and how strong that leaf is which can make the fan noisy clicking sound. It doesn't make sense. The only reason I can say is they just want us to pay. That is very obviously from the very beginning and also at the end. Around 5pm, the Manager spoke to us, urged us to pay and leave. He did not give us time to explain why we don't accept to pay this £150. Almost time, he was speaking aggressively, we nearly no gap to speak. Also, he can not prove it was caused by a leaf.
(If it was not caused by a leaf, it was caused by some screw loosing, it was totally free.)

Finally, he decided to cancel the bill and gave us back the car key.........because he rushed to pick up his son!..........but he warned us he will mark on the record we did not pay.........before he's gone.

At that time I was doubt I was in Mercedes Benz??? What the car it is? What the service it is?

Exhausting, I walked out the door around 5:30pm......... I thought it's time to change the car to others.

The MercedesBenz dealership in the South are Marshall Mercedes Benz and are registered with the FCA. I don’t know about the ones referred to by the many very unhappy customers.
With Mercedes UK I took out a CustomerCare Service Agreement, which I later ascertained that this agreement is not registered with FCA. They do not advise you of this when you take out this agreement where you pay probably £45 + per month for usually 4 years, for your Service A or B. as per the standard electronic service sheet applicable to your vehicle. For having your vehicle serviced by a MercedesBenz it is registered on Xentry and you receive ASSYST breakdown cover. My advice is do not take out this agreement put your money into a savings account and pay when you have the car serviced. You will still get Xentry and all the benefits regardless as long asyou have taken you car to a Mercedes-Benz or private Mercedes Benz garage.
I took my car in for its annual service this year to the same garage I have used for 6 years. I was advised of MOT failure regarding the subframe (Mercedes recall so check your vehicle because they did not make it well known it’s free costs as advised to me £3000 you just pay for new nuts bolts approx £200). It took the garage 3 days to get approval because my 2024 service was not entered on Xentry breach of my ServiceCare Agreement. I also ascertained that the garage did not service my car whilst it was with them when I had MOT issues. I cancelled my service care agreement immediately so they could not claim again for non service. I took my car for its 2025 service with a Marshall Mercedes Benz dealership had an excellent chat with the service department, I did not discuss any of my concerns regarding previous services/garage, I was advised what would be done having checked my previous service records and was advised that my breakfuel had not been changed for 4 years and they advised that it required doing urgently.
I had all the service requirements advised done and was extremely happy and my service was correctly entered on Xentry. The advisory recommendations included my front break pipes they were corroded. I took independent advice and this was more than likely because of water issues by not having the break fluid changed. I had paid for this under my service care agreement and the garage had claimed the money under agreement.
I have made an official complaint requesting money claimed, money paid. Claimed for break pipes and any associated costs due to corrosion within the breaking system which I have told them I would be more than happy to have the work undertaken by the Mercedes garage that did my last service. It is now 5 months and I am still waiting. I am really concerned regarding my breaking system failure any advice. I recently retired 70 year old female.

The tyres replacement was done in Stockport on 22/1/25. I do a check up and their report suggest me to change the tyres. No one told me that my Bridgestone tyres will be replaced with Nexen tyres which is much cheaper. If I were informed I would not have them replaced.

In 2024 Mercedes recalled my car to inspect the panoramic roof. I ignored it. But this year they sent another similar letter.
Out of concern for safety I booked my car and took it last week to Mercedes West London in Brentford.
Later in the afternoon they called that my car was ready for collection.
While still in their courtyard, I tried my sunroof, and it would not open. Eventually when it opened in front of their technician, it would not close.
He insisted that this is not their fault and I should take my car and leave with sunroof open.
I refused to do so, and told him my car never had a problem with sunroof until that day.
He told me it's the car's age.
I asked him, as soon as my car got in their hands, the age caught up with it?
They kept the car for another day to find a way to close the sunroof.
And when they close it, they told me not to open it again because it won't close.
I took a car to them without a sunroof problem in all the years I had this car, and now, I have no sunroof.
I will not leave this matter unsolved, and if necessary I'll go to Motoring Ombudsmann, Trading Standards, and if necessary to County Court.

Hats of to Jack and Dal in helping me with my new car purchase, had a couple of niggles , but soon sorted with out any hassle , definitely recommend these 2 at the Wolverhampton branch

I requested a statement of account for my previous service plan from Mercedes-Benz Stratford, but staff members Lucy Parmenter and Rebecca Morales Pereira refused to provide it. Instead, they pushed me to pay for a recent service or commit to a new plan, while wrongly citing GDPR to withhold my own data. This lack of transparency and pressure to upsell is deeply concerning. I expected better from a premium brand. Service Request: 251002-000275. Very disappointed!!!

Wow!! The reviews on here are shocking!! it’s a wonder they sell any vehicles at all my bad review is I purchased a Mercedes vito van I complained about tyre wear it's done 24000 mile in 2.5 years and had 4 tyres on the front and it's rear wheel drive with original tyres on and they said there wasn't a problem and last week I inspected my van myself and found a very badly worn bottom ball joint they should noticed after two services a ball joint should be good for 70000 mile minimum so now it’s been replaced at my expense. What a difference it makes to the vehicle. The compound must’ve been bad from New and they never noticed it. I think they give you a very poor service once you purchase they do their upmost and fob you off.

Please avoid Mercedes Benz Loughton Branch. The customer service is terrible and the staff are rude. I booked a test drive for the Mercedes EQE SUV, but after making me wait for half an hour, they told me the car wasn’t even available. No one informed me in advance, and even at the branch, they wasted my time before saying anything. Completely unprofessional and rude.

I collected my EQE SUV 500 on 10th April 2025, after waiting nearly six months for the model and colour I wanted.
First, it went to the dealer for repair in May after 4 weeks. One of the radiators had failed. and had to be replaced.
Then on 18th August, it went in again for several issues:
1- HUD failed and came back after a few days on its own accord. Root cause was unknown.
2- the Lane Change Assist was not working, despite all the conditions for it to work was met during driving. I still do not know what the status is with that fault. I see some comments on Internet about the relevant fuse being blown. I am sure if it was that the dealership would have checked it although I do not have any faith in the competency.
3- the reverse gear beeping warning stopped working. Apparently this warning system is a requirement in the UK for all EVs because they are quiet. The dealership says the controller (probably AVAS) is faulty and has to be manufactured in Germany and shipped. They could not give a timeline. So, the car is still with the Mercedes Benz garage.
They could not provide me with a like to like or even similar loan car. They gave me a A Class.
None of the Mercedes Benz (MB) department, MB finance, MB customer service or MB Temple Fortune branch (service/dealership) have been able to resolve this.
I am seriously considering to escalate this and move away from MB after nearly 25 years.

Arfath was brilliant throughout the process, very patient, knowledgeable and made us feel welcome (great sense of humour too!). I would definitely come back and would recommend to anyone who is interested in purchasing a car at the Watford dealership. Special thanks to John V as well, absolutely lovely and had insightful stories to share - Grazie per tutti! 😃

I purchased my vehicle extremely close to the end of the month (26th). Upon purchasing my vehicle in the Cardiff Gate / Newport Mercedes show room I made it explicit to the Sales Manager that I could not afford to take the vehicle that month as I had one full remaining monthly payment on my existing car finance agreement to pay and could not afford a duplicate payment.

The sales manager advised and later reassured me via text that this was not a problem as the 1st payment could be moved from up to the 4th of the following month (August) which would result in no duplicate payment for me and asked if that would help. The sales manager also advised in writing (Text which I have evidence of) that failure to take the vehicle that month (end of June) would result in a significant lower discount and increase my monthly payments i.e. the discount we would receive in June was £4000 online in addition to an extra £2000 in store however his text message confirms the discount if we waited until July would only be £500 as opposed to the full discount of £2000 - I have the text messages between my husband and sales manager confirming both vital pieces of information! This evidence has was shared with Mercedes. Upon signing up for the vehicle the sales manager advised he needed to update the portal as for some reason the date field kept crashing but ‘as he advised all his clients, to go back when the finance portal goes live as I could update this field myself!.

Upon activation of the car finance portal we consistently attempted to access our account to ensure the sales manager had moved the first DD payment but could not access the portal, it continuously crashed. We liased with the manager a number of times regarding the inability to access the portal however, eventually gave up and contacted the finance company direct. I was then abruptly advised it was not possible to move my 1st payment to the 4th August and we had been mis-advised. I was advised the payment had to be taken that month (July) and it was currently set for the 27th. On the basis of this advice I moved the DD to the 15th (the date i actually get paid for future payments) and accepted the advice to raise a formal complaint about the store Manager who had given me inaccurate advice. I was £496 out of pocket in July due to the advice the store manager gave. It also transpired the discount had actually not reduced in July it was actually higher so I had been mis-advised about also probably for the store manager to hit his end of month target also.

Approximately a week after raising the complaint the Cardiff Gate Branch Manager called me to advise that he had received visibility of my complaint and that his store manager had not mis-advised me. He stated that I did in fact have the ability to move my DD up to the 4th of the August, and in his view the Car finance company had mis-advised me not his manager. The branch store manager advised in order to settle the complaint he could offered me £100. I declined stating I was out of pocket by £496 and whether that be as a result of the Store manager or finance company Mercedes had clearly misadvised me, the processes were not fair or transparent and I was now £500 out of pocket. The store manager advised the complaint required transferring to the finance company.

I uploaded the evidence of text messages between Mercedes store manager and the outcome of the phone call between the branch manager and I, to the Mercedes complaint portal. I have today received a letter stating my complaint was not upheld as I signed the portal dated the 27th. The letter added as Mercedes Benz Finance is a seperate entity to the showroom they will not investigate and answer what was discussed with the store manager. They have clearly ignored the entire conversation I had with the finance company also! This is appalling customer services , either the finance company or the showroom have lied to me – I still don’t know which one. I am a customer of Mercedes. I took the vehicle on the basis my 1st DD was going to be moved to the 4th of August, and I would receive a smaller discount if I waited. I did not need a car in June I could have waited the following month. I have not been treated fairly. I will never purchase a car in a showroom ever again.

Very poor customer service left my vehicle for 2 days they haven’t even figured out what was the problem with the car very disappointing never recommended Mercedes brand it’s pain in the ass

Best, went to pick up my fav car. The service and showroom were excellent.

Mercedes is a terrible company. They are a light year behind the new Asian vehicle manufacturers for help and support. I have had a number of problems, from small ones like the dealer scratching my Marco Polo (V-Class) to the cynical categorisation that prohibited my using the van centre to service what is essentially, a van.
But to drive a 2018 "car" that does not have DAB and then be told it will cost £299 to enable it to be connected to Android Auto (that's if this obsolete vehicle can be connected) is the final straw.
No wonder the European car industry is struggling. Unhelpful, exploitative, squeezing whatever they can instead of actually assisting and making the driving experience enjoyable.
In the end, I have to ignore the Mercedes display and resort to a phone holder... a £40 odd thousand pound car with the same technology of my son's £750 runaround! Ridiculous... I will never, ever, but another Mercedes!