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I would honestly put zero stars if it was an option! The staff could not care less, poor attitude and even raising a compliant I was not dealt with correctly. They damaged my car and broke it on the same day. Just don’t waste your time and book elsewhere, shocking!
Reviewer has confirmed their email address
Just received an email saying that Mercedes Benz Epsom has been sold to a group with much better customer service history. After my experience with my 1st year service, I vowed never to take my car to this dealership again. However, if they change all the staff there and bring in a new team, I'll consider it. I have never experienced such incompetence. They refused to top up the adblue, until I complained and pointed it out. I even got my car back with under inflated tyres! How is that possible? Hopefully things will improve now.
Sandown Mercedes-Benz from Mercedes Benz Epsom in response to Hopefully things will improve now
Thank you for your review, we take this feedback very seriously, we are sorry to hear that you weren't completely satisfied with the level of service and we hope your next visit to Sandown comes out better.
Sent our Mercedes in for its 1st service, was kept well informed of the progress along the way. Some service measures were carried out and completed on the same day. Picked up car at end of day and it was gleaming. Thankyou MB
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Last month, when I collected I noticed very fresh scratches on one alloy (the powder from scratch were still there!). The Service Team took photos, said "there are no curbs in the garage, so it cannot be from here". I asked video of my arrival time, they said they'll send it to later. check and let me know later, if it wasn't there when I drop, then they will take responsibility. They called later and said, 'the scratches were there when we dropped'. I asked the video. Nothing received for two weeks, went there, they said 'we'll do it today'. Nothing happed for two weeks. so I contacted the Merc C Service and complained. Then they sent few unclear photos, which does not prove anything! so again requested the video of my drop off. Sent few reminders again but still have not received the promised video yet! Received a CS call yesterday, said "We cannot forward you the video of your drop off, if we are still unhappy with the service received we should contact the Motor Ombudsman! Merc Epsom - Pathetic Customer Service, Avoid them at any cost..!!!
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Mrs S Shah in response to Merc Epsom - Pathetic Customer Service!
I 100% agree with your experience as I experienced the same from the service department of Merc Epsom. It happened twice with me. Once when I bought the car and before I took collection of the car. Rear bumper was damaged, An arrogant middle aged woman came to inspect it and said.”you have to pay for it’ When I refused to accept the car they sent me to their Brentwood repair shop who were moaning about the repairing the car without getting paid.In March 2021 my car was again got damaged while remained at their premises. Got damaged from the same place on rear bumper and they washed their hands off. My car has always been serviced at this garage since I bought it. They start blaming me to bring the car in damaged condition, despite car showed no sign of damage as well as confirmed by their staff who inspected the car on arrival and no damage was reported they played the same tune” we haven’t done it” No video footage of car health check showed any damage, but still it’s was our fault. They offered me to repair the damage as a “gesture of goodwill” at 50% cost and demanded other 50% from my pocket. As the damage was not sustained by me I did not take their offer. I have heard this from so many Merc owner whose car got damaged while remained at the garage. This is how their service department gets paid by creating work. Their service supervisor Aaron Charman was extremely arrogant and struggled to give any logical answer other than speaking memorised speech which he must be used to giving to all customers with complaints. Their Headoffice is equally USELESS who stuck by their staff who generate business by hurting customers. In every business customer is always right but at Merc Customer is always Wong. They are like any other shoddy second hand car dealers like Boycee from only fools. I am so annoyed and angry and I will not buy Merc ever agin. I have another car which is BMW whose customer service is far better than this shoddy car dealer. I will spread the words online as well as to all my friends friends and recommend NOT TO BUY THIS CAR.
I booked in my car at MB Epsom for a service and MOT. They then sent me a list of required and recommended repairs totally £3850 including fixing 2 oil leaks. (one on top and one on bottom) The service was done. I cancelled the MOT and brought the car to a local independent shop. The car passed the MOT and they reviewed the list of suggested repairs. They said no repairs were required. The oil leaks were very old stains and there were no drips. FYI there are no oil marks on my drive way and there has never been a need to top up the oil. I would not recommend Mercedes Epsom
Sent my car in for annual service (first time with Epsom branch) and they made a 10cm dent on my bonnet. After I sent in picture of evidence, they have since ghosted me. AVOID
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SShah in response to Made a dent on my bonnet during service
I totally believe as I have personally experienced damage to my car twice!!! First time when I purchased even before I collected the car my car was damaged from the rear bumper and Merc absolutely raised their hands but When I refused to accept the delivery they send me to different location garage and they patch up the damage and paint like any questionable second hand car dealer, but I made them do proper job by standing my ground. Recently In March 21my car went for annual service/MOT and car was damaged from rear bumper and as expected they have raised their hands. I asked for the video they filmed to establish the facts.They provided recording without number plate showing and car appeared dark blue in video whereas my car is jet glossy black. Their supervisor do not take my call or reply to my last email in which I hold them responsible. I think I will have to pay them visit in person and matter will be escalated to higher authority. PLEASE PLEASE DONT USE Epsom GARAGE EVER!!!!
Took my Cla to MB Epsom for B service... They said I had an oil leak and would cost me £600 to fix, so I called MB Guildford and was told no oil leak, also they broke my android auto as now phone doesn't connect or charge. Called up and they wanted another £100 just to look at it.. Complete joke...
As a premium brand AMG epsom have let the name of Mercedes down. The cars are very poorly prepared and presented. Customer care is not a priority. If you have a complaint bad luck
Had my car in for some very specific pre-agreed work. On picking up the car the work had been done incorrectly. Now they are refusing to correct their error unless I pay. DO NOT USE THESE SHARKS, go to Brooklands or Guildford instead.
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Gianni in response to Leave you high and dry
agree with you
Not a good company Mercedes Benz Epsom especially Adam I’ve had disagreements over price of car been hunted up on numerous times told to apply for refund by email with no email address sarcasm rude save yourself money get car valuation before completing purchase under handed and sneaky no all sales just my experience then to be told 7 to 10 days maybe 2 weeks for a refund do like mind games
Reviewer has confirmed their email address
Mercedes Benz Epsom is an Franchise dealership that is based in Epsom. If you’re the owner or employee of this business, please send us a little bit of information about your dealership and why customers should come and visit.
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Manufacturers: Sells a variety of makes and models
Franchise Dealership
Mercedes Benz Epsom
1 Weston Road
Epsom
Surrey
KT17 1JG
01372 747000
https://www.mercedes-benzretailgroup.co.uk/mercedes-benz-cars/contact-us/epsom/
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