Nick

Unprofessional, Poor Customer Care

Not what to expect when buying a brand new car. The staff from sales to managers are unprofessional and have no concept of customer service. We enquired to order a brand new eqb due to be delivered in a few months and agreed the price / deal with the salesman who consulted with his manager to have the deal passed. The price was agreed over text message and phone calls and a deposit was left on the car. I requested an order form/invoice but did not recieve one. I continually asked over the next week however it did not arrive. One week passed and I saw the exact car I had ordered on auto trader stating "available now", I called the sales man I was dealing with to ask if this was my car and that i would be happy to take delivery early, he advised he would call and ask his manager, when he returned my call he advised this was not my car and was just a company advertisement. The next day he calls to say great news your car is in stock. Great !!!! Only thing is we need an extra £1500 for it. I said we have agreed the price and have reserved the car. The salesman went back to to his manger who said he was going to call me. The Business manager called me and I thought this was going to be a case of exemplary Mercedes customer service, unfortunately he was defensive, stated that the car online was mine and he now had 3 other people interested in the car and if I did not want to pay the extra he would refund my £500 deposit and sell to one of them. I asked why have you advertised my car that I have ordered and deposited on? He rambled on about how the system automatically did it. Pretty good system that can go outside and take picture and write an advert for you, just lies from the business manager. As there is a 6 - 12 month waiting list for the cars, we said we did not agree with the stand point or customer service as no explanation was given other than they could sell it for more money, however we wanted the car we ordered so agreed to go and see it. Before I got to go and see it we were asked by two staff members to pay for the car in full before we arrived and this was how it worked. I refused as we had no trust at all, we literally wanted as little to do with these people as possible. When we got there we looked around the car and noticed the rear right door was out of line ( manufacturing issue could be easily adjusted to fix ). The business manager stated "it comes like that we wont do anything about it, if your not happy with it as it is, its not the car for you" I advised I was simply enquiring if the door would be adjusted under a mercedes warranty ?? He said not from mercedes benz bradford. I made a quick call to the service department of Sytner Mercdes who happily told me if the car is brand new you can claim adjustments under warranty for the first 3 months. So we test drove a demo car and really liked it, when we came back we said ok we will take it to which the salesman replied well are you happy because the manager does not want to sell you the car if you're going to give him bad feedback for his CSI score he doesn't get paid for the car then! We of course nodded to just get the car and get out of there to never return. So looking around thinking where will we be completing our £60k transaction ?? An empty desk at the side / back of the showroom with no salesman present just backwards and forwards with a bit of paper here and there. Myself and my wife where shocked and underwhelmed. Once the deal was completed I packed all the things back into the rear of the newly purchased car, pulled my own car out the show room and drove 100m down the road to have the tpms light illuminate ( full checks completed by the work shop prior to sale). In my experience this dealership is ran by incompetent and undertrained staff that are giving the brand a bad name. What should have been an exciting and pleasurable purchase was completely ruined by the staff at this dealership and we only went through with the sale as we knew if we have any issues down the line we can use a local Mercedes as we will never return to this delaership.