I cannot fault the sales staff whatsoever, however the service and repairs team is dreadful. There was an urgent fault with my vehicle to which they took it in and was told my car would be ready the next day. Long story short, over a week later and I am still waiting for my car. After being accused of stealing the car I OWN, having my emails ignored for days, being hung up on during phone calls, lied to, time-wasting and a complete lack of empathy, I am disgusted in the treatment I have received here. I was told the evening after I bought my car in for repairs that a part would need to be ordered, however due to me possibly stealing the vehicle that I own, AND BOUGHT FROM THEM, it took them 2 and half days for them to finally order the parts. Prior to this, they told me that I would have to pay over £800 although my car is under warranty. The next day another person called me to let me know the price, which had increased by £900, bizarre. After I had provided them with my warranty number, which they have on system, they agreed the car was under warranty. The parts have to come from Germany, and I was told it would take up to a week to arrive! I explained I was urgent for my vehicle as I was in my last week of university, they replied with something along the lines of ' oh no, that's not good.' What a great solution and customer service. ZERO STARS NEEDED

My Son leased a Smart Car from Mercedes from Loughton only used 50% of the mileage had it maintained at the dealership then got charged £995 for damages after a 4 year lease. Scratch on front and rear bumper and a scuff on 3 wheels. Who on earth expects a car back after 4 years of driving without a scuff on a wheel be reasonable, the car was handed back with 13k mileage after 4 years. He hasn't worked for 7 months just gets a job then gets hit with this. I have paid it, however will be sure to never lease or recommend anyone to lease a car from Smart/Mercedes in the future I'm a driving Instructor and deal with 100's of new drivers every year and I will be sure to pass on my experience to ensure they do not suffer they same problems. Having leased cars from many manufacturers before I have never had such problems when returning a vehicle. Basically anything other than showroom quality is regarded and excess damage. Disgraceful..

Took my ML63 for service they Broke a bolt on the calliper trying to change the brake fluid Then tried blaming me saying it was rusty and the calipers were loose. They are big time liars. eventually they fixed it for free after i mention this will be posted on Twitter. After 1 week when i came to collect my car the driver side tyre was cut and covered with dirt but my car was washed prior handing the vehicle to them for service so i definitely know there was no cuts i asked them for pictures but apparently they cant find them. this branch are full of scummy people

Mercedez garage is totally ripped off people my car 2013 e220 well managed car all service done by Mercedez having problems with water leaking call Mercedez Waltham cross branch they give appointment for diagnostic then they will tell me how much it will cost. Did drop car on 16t October 2020 they charged me £120 for diagnostic it’s showing my engine oil ok no leaking but after I collect car still water leaking also engine oil leaking . Call them and complain they asking me to drop car again they quoted me another £356 for water pump but unfortunately didn’t look my engine oil leaking and advised me car not drivable because engine oil leaking. I collect my car with AA and complain to Mercedez complain department they took car to Loughton branch manager named Nick McDonagh he told me he will do further investigation after they asked me £455 for 2 hours investigation £400 and £55 for 5 litter engine oil I agreed then they call me and quoted me £1172 for oil cooler I did agree on 12th December they fixed car I did pay and collect my car but unfortunately only drive 0.03 KM. and car stops no starting any more they keep car nearly 1 months and telling me I need new engine it’s cost £18488.00 complain again complain department because they damaged my car . But unfortunately they not even looked all paperwork properly person named FIONA BARRY she’s reply me they can’t help . It absolutely disgusting disgrace Next I am going to take legal action against them they are big RIPPER😡

They provided a receipt saying the MOT is a pass, but checking DVLA it says failed. They are inconsiderate and have been passing me across various call centres and not solving the issue.

Went in for MOT and service. Received a text saying following visual check new tyre needed. A new tyre had been fitted previous week and all tyres checked at that time. MOT failed on rear brakes. No warning from sensors. Changed pads at another garage who said reasonable condition. Worrying. Reported outcome NO REPLY

All big talk & promises whilst selling new car but none fulfilled. Horrendous customer service. No one calls back

My daughter bought a car from them with 3 years free servicing last year. Got bombarded with reminders that service was becoming due. Took car in, but when she went to collect it with my other daughter after work, they refused to hand the car back unless she provided evidence of service plan. She wasn't told she would need it at any point when booking. She said she had it at home and if she could have the car she would return with the documentation. They refused to let her have her car back. They are even aware that she works across the road to the showroom, so it's not as if she was going to disappear. I called and was told by a rather rude woman that needed to see proof of service plan. When I challenged her that they must have proof on record as this was part of the purchase deal, she said that the salesman would have it. She made absolutely no effort to contact the salesman herself and so I did. Only upon his intervention was my daughter able to recover her vehicle.