Took my daughter's Smart car in for a service with no problems, a week later it developed a squeal when driving, booked it back in at Mercedes Benz Loughton and showed the Service Staff a video of the noise. I received another health check video and when I went to pick the car up they said that they could not find a fault. I asked if they had test drove the car and they said that they had not. I suggested that they needed to test drive the car to get it to make the noise as it happened when you drove over 30mph. The staff member said they could book the car in again the next day, however, we explained that my daughter needed the car for work and they suggested that she could have a courtesy car (she is 19 and looks really young for her age and was sitting there when they booked the courtesy car). We agreed and a booking was made for 3 weeks time. On arriving 3 weeks later, my daughter was told that she wouldn't be able to have the courtesy car as you had to be over 21 to go on their insurance - This was not mentioned at all when the appointment was booked. So I had to go and pick her up from the dealership. When we returned to collect the car, again they said that they could not find the fault and suggested that we bring the car back the next time it made the noise. A few days later my daughter took the car back again as it was making the noise and one off the technicians went for a test drive with her and identified the problem as the windscreen being loose and would need to be rebonded, this was covered by the warranty as she has had the car less than 1 year. Samuel in the Service depart booked the car in to have the windscreen bonded - it was a 4 week wait as it was over the Christmas period, he said that the car would need to be left with them for 2 days (so my daughter had to book 2 days off work as I mentioned before she uses her car for work). On arriving at Mercedes for this problem we were told that they did not have the equipment/tools to carry out this repair. I said that this was ridiculous as the car had been booked in for over 4 weeks and nobody had contacted us to let us know. Samuel in Service (who originally booked the appointment) then kept making excuses trying to pass the buck by saying whoever booked in the appointment didn't realise, I then pointed out that he had made the appointment. I asked to speak to a manager and was told that there were no managers there and Samuel told me that he was the highest person there that I could speak to! He said that I could leave the car there but he couldn't tell me what was going to be done if I left my car there. as they did not have the requirements to fix it. I explained again that my daughter had booked 2 days off from work and that this was absolutely disgusting service, I became very annoyed and asked if I could speak to a manager on the phone, Samuel refused and just kept shrugging his shoulders and looking off into the distance as I was speaking to him. I am absolutely disgusted how this company treat their customers and how they manage to stay in business.

Even Mercedes Europe can’t get them to call me to sort out a problem with my car. Does the Dealer Principle ever read the reviews? Does the Dealer Principle not consider how badly this reflect on him/her personally ? Your review scoring is 1.5 out of 5 and that’s for a premier marque,

Worse service every I’m actually so out of from buying another Mercedes due to the poor service provided by them. How can you book a customer for 9 and not check the car till 3pm. Reason is I done a drop of they have the right too check until 5. Meaning not fix the car in a day and leave it there. This has always been the case with Mercedes service

Our first impressions on going to Mercedes Benz Loughton last month were favourable as the salesman Frazer was very helpful and answered all of our questions. After a test drive of the used C Class Estate we liked we put a holding deposit on it. We returned a few days later to complete the purchase only to be told by Frazer that unbeknown to him there was only one key for the car and the V5 had been lost. Frazer apologised stating he did not know of these issues on our first visit. The story we were given about the missing key was that the car was previously owned by a company employee who suddenly left and the car was retrieved using the spare key. The obvious question here was that if there was a sacked and disgruntled ex employee out there what guarantee was there that they could not locate the car post purchase and make mischief? We were assured a new key would only take 5-10 days arrive as it had already been ordered and then both keys would be reprogrammed. We accepted this story and my wife went with Fraser to a local post office to complete a form V62. We were somewhat miffed at these unforeseen (to us) problems particularly S we were aware the car had been sitting on their site for a few months - surely enough time to sort these issues out prior to someone agreeing to buy the car. Trusting the assurance about the key we completed purchase documents and took the car away. Unfortunately only when we got it home we realised there were no footwell mats. On looking for them in the boot I found the parcel shelf was wet and had to spend time drying it out. I phoned the dealership to arrange the mats and to inform them of the water ingress I was passed to a manager who told me that as it was a used car I shouldn't expect mats. Somewhat taken aback by this attitude I insisted that mats were forthcoming which he then agreed to supplying and would let me know when they were in stock. It was agreed I wait until the next rainshower to see if the wetness was due to a leak or a sloppy pre - delivery valet. A week or so passed and I hadn't heard anything about the mats or key so I phoned to speak to the sales manager again. I was told by that he was with a customer and would call be back soon. This did not happen so I phoned the following day. Again I was promised an immediate call back which didn't happen. Therefore some hours later I phoned and insisted I spoke to him. He told me the key would be there later in the week as would the mats. I told him about the water ingress but as it was now dry after some rain it must have been down to a careless (or couldn't care less) valeter. Another week passed without hearing from Paul so I phoned again and due to his indifference to my situation I became very angry and he said if I wasn't 100% he would give us a full refund. After the call I discussed this offer with my wife and as we really liked the car, to avoid starting a time consuming search for another we agreed to give Paul a few more days to deliver his promises. I should mention that during our last conversation he said that if I didn't give the sales experience a decent review when I received the text from M,B. Frazer wouldn't get his commission - yes he honestly said this!! I then contacted the dealerships spares department to find out when they could get mats in. I was told there were some already there so I asked they be put aside for me. Why Paul couldn't have done this and got them couriered to me, who knows? When I returned by appointment to discuss with Paul the issues, ( at one point during our previous call he refused to meet me as I according to him was unreasonable and abusive) Yes I was abusive, but I considered i was being lied to and not called back when promises were made for this to happen, it was warranted and sadly it took this to make headway. On meeting Paul the mats were on his desk as was a paint touch up set -yes there were a few chips and a sill scuff I hadn't originally noticed was removed F.O.C. by my local M.B. dealership at Lakeside. The key was still not at Loughton and it eventually arrived after around three weeks from me taking the car. I was asked to bring the car back for key programming which I did. I was told the process, plus a couple of engine management update would take 1.5 to a maximum of 2 hours to complete. After a 3 hour wait and no coffee as the machine was broken my keys were returned to me. On my return home I reviewed my dashcam to see why this had taken so long. Footage revealed the car wasn't taken into the workshop until an hour after I arrived. I was so happy to get out of there a couple of questions I meant to ask I had forgotten so I emailed Frazer with them. He called me ( he must be the only person there to know how to dial out) saying he had passed on my questions to Darren in the serivice department to answer. Thi and was over a week ago and despite me leaving a couple of calls for Darren to call me back, suprise, surprise, he hasn't. I should really let this go now, but I am a boringly stubborn b--------d and will continue calling him this week and if no response by the end of the week I will find the service dept, office door.

I have never in my 17 years of driving felt so ashamed of walking into a dealership where they do not know their left from their right. They advised the completely wrong issue and they even BROKE my car to put the blame onto me. Nick from management is completely incompetent. I would ADVISE that you STAY AWAY from Mercedes Loughton.

We bought a vehicle from Mercedes Loughton. Delivery was due to be early April. Ended up being mid June. Not a problem in itself but NO COMMUNICATION on delay. When we got the vehicle we drove it home and discovered that it had leaked fluid from somewhere in the engine compartment. Phoned them up and told them and they came to collect. Vehicle was repaired 2 days later and salesman said he would get it delivered back to me. A further 2 days later he hadn't been able to arrange so we had to collect (which was quite an inconvenience but we needed the vehicle). Got it home and discovered that it had 2 dents in the side. We think it looked like a trolley had been used into it whist in the workshop...but just our guess. Again they came to collect the vehicle. 4 days later no news. Emailed them and they had no eta but it was apparently a job that couldn't be rushed!! The dents were small. So still no news...just waiting.....Absolute disgrace. So far I'm £70k down and nothing to show for it.

Bunch of liars in after sales services. You are lucky if your phone is connected in 30 minutes. They dont carry out the work they claim for. Avoid mercedes loughton

Once they have sold you a car they cannot be bothered with you.

Do not buy a car from this Mercedes dealership in Loughton! I made the mistake of buying a brand new C Class AMG from these clowns and regret it ever since. For the record, the car is Brilliant and have no complaints about it. The aftercare is where the whole experience is a joke, even a simple thing like booking in a service is a hassle as no one on the service desk picks up the phone it just rings & rings. When they do pick up, they fob you off with a promise of a callback but they never do. If you want to buy a Mercedes, do it through another dealership. I really wouldn't want anyone else to go through the hassle I've been through, as it spoils the experience of owning a superb car.