Disappointing Service Experience at Mercedes-Benz Colindale - Poor Communication and Delays Dear Mercedes-Benz Colindale Service Team, To start, I brought my car in due to the door not opening from the inside. I booked an appointment two weeks in advance and dropped it off for repairs, which you estimated might take a couple of days—perfectly acceptable to me. However, issues arose immediately after. On Monday afternoon, I received a text stating, “Your vehicle should be ready for collection tomorrow.” After four days without my car, I was relieved and began planning my 1-hour-20-minute journey by train and bus from my home for the following day (for Tuesday morning) Just as I was about to leave in the following day on Tuesday. A text arrived: “You can collect tomorrow.” I was shocked by this last-minute delay with no prior warning, phone call, or explanation. I replied expressing my deep disappointment and surprise at such poor service from a premium brand like Mercedes. A few hours after my reply the lady who wrote the last minute message said the message must of arrived incorrectly to me and that there has been a misunderstanding and that my car was ready for collection. After getting surprised again, I had to cancel my plans for today and made my way over to Mercedes Colindale for collection. I also had to wait another 40 minutes at the store for no apparent reason, and also the lady who I left the key to didn’t even bother bringing back my key. It was the receptionist who had to keep going back and forward trying to help me. While the repairs and service were all completed, the car wasn’t even washed—a basic oversight. If I could rate this experience, it would be 2 out of 10 stars. I hope this feedback helps improve your processes for other customers at least. Regards, G Nurhakli & M Nurhakli

Yet again, I had an excellent experience ordering our vehicle through Ikram as always, since the last 10/12 years. Hi has consistently made the process smooth, transparent, and stress‑free from start to finish and his service is outstanding. Right from his honest, helpful and knowledgeable guidance in helping to select a new car, though to the paperwork and delivery. His professionalism and genuine care throughout is well appreciated. We drove away in a car with full peace of mind and satisfaction. We would highly recommend asking for Ikram for his expertise with exceptional customer service, They truly made the entire experience outstanding.

My Smart needed some warranty work. All handled extremely well by Kaliym from start to finish.Superb service all round. Very many thanks MB Colindale.

Mr Ekram khan was very good, excellent, was very helpful and very professional explaining every single point. He gave me the best services.

My experience dealing with Ikram choosing my new car has been delightful. He is really cares about customers. Customer Service on the front desk are helpful.

Amazing service from Mr Khan .He.was particularly helpful in helping me choose the right type of car. Excellent customer service today. He took us through each step which made everything so easy. He kept communicating with me all the way. Thanks so much.

I came to the showroom today with a burst tyre. I was very stressed and never knew how it happened. Abdul was extremely helpful. He came out looked at the tyre and explained how it happened. He then checked all other tyres and booked me in straight away for a new tyre. He put me at ease and got it all done within 15-20 min. Staff like Abdul are an asset. Thank you

Amazing service from Chelsea very helpful and keep communication enjoyed my time will return thank you above and beyond

My experience was the worst I have ever had. I took my four-year-old car, which had 20000 miles on it, in for service. When I received the car back, I noticed that one cover was loose and oil had been added without using a funnel, leaving oil splashed on the engine cover. Soon after, the car developed a ticking noise. Additionally, the front engine cover was missing. I took the car back and met with the service manager, who cleaned the oil and fixed the loose cover. I was told that she would call me regarding the ticking noise. A week passed, and I did not receive a call, so I returned to the dealership. I was met by Matt, who assured me that they would investigate and get back to me. Nearly two weeks later, Matt informed me that they had been unable to find the cause of the ticking noise but had conducted a thorough investigation to prove it was not something they had caused. I was told that if I paid for two hours of investigation, they might identify the problem at a cost of £700. I explained that they had the car for two weeks and were unable to find the fault, yet if I paid, they might be able to. When I inquired about the missing front cover, I was told that the car did not have one. However, they later replaced it with a sponge-type cover that does not fit properly; it was just pushed in place, and I was assured it was the correct cover. Two days later, the dashboard went blank. Mercedes Colindale refused to accept any responsibility for any of these issues, and worst of all, they didn't even apologize. I contacted Mercedes UK, but they stated they had no power over the local dealer. I have owned Mercedes cars for the past 10 years without any problems until I made the unfortunate decision to take my car to the Colindale branch. This experience has shown a complete lack of professionalism and respect for customers, as well as a failure to be truthful.