Anonymous

AVOID!!!

This review is in response to the inadequate customer service that was received prior, during and post purchasing a used-vehicle from MB of Oxford.  Having shown interest online for a used vehicle, I received a phone call from MB of Oxford. The sales person requested an online payment of £1,000 in order to reserve the vehicle prior viewing. Not £99 as advertised, or by phone like other competitors. The vehicle was collected six-days post viewing. Within days of owning the vehicle it became apparent via Mercedes Me that Service B was due — therefore had not been completed prior purchase as promised. Unfortunately, it also became apparent that the locking wheel nut key was missing. Many people are not car experts when viewing/purchasing a vehicle, but this item is an essential and should always be included. Oxford had six days from viewing to collection to perform Service B. Additionally, check that the locking wheel nut key was present. (Surely the vehicle should be checked against a list even before being advertised). Many phone calls/emails were made from myself to MB of Oxford to inform them of the missing wheel nut key. A lady from MB Oxford advised myself of where it should be, which it wasn’t — and numerous callbacks were requested from the initial sales person. The callbacks were never received.  On the 7th call it was specifically requested that the initial sales person calls ASAP. However and instead of calling back, a video via email was received — showing where the key could be located. A video was not requested, only a phone call to confirm the key was missing. The amount of effort it took to actually speak to the sales person was incredibly frustrating. A callback was requested for the 8th time. Not a video, but a call back. Finally, we got somewhere! The vehicle was taken by myself to Oxford for the wheel but locking key to be sized. The sales assistant was asked to keep me informed of the progress regarding the delivery of the key as this had to be shipped from Germany. Oxford stated that the key would arrive within one week. Four weeks past, where there was no key and no update. Emails were sent and callbacks were requested, but nothing. It was only when a complaint was mentioned that MB Oxford made contact.  Oxford stated that the key was with the parts department and would send it via post to my address. Then another week past — still no key. When making yet another call it appeared that the key had never been sent. The key was finally received but five weeks post sizing. Then the advice given regarding the Service B post sale was incorrect. A lady from the service department and sales person stated that it could be done at my nearest dealership - Northampton - with MB of Oxford covering the cost. Prior starting the service, Northampton made contact with Oxford, and Oxford swiftly made contact with myself stating that they should be dealing with the service. They would have provided a courtesy car and completed the service at Oxford. This was never communicated by MB of Oxford and I would not want someone else (especially from Oxford) driving my car 40+ minutes each way.  MB of Oxford agreed to pay. However were unable to make same-day payment, and MB of Northampton refused to release the car until payment had been received. This was only stated 1.5 hours after the service had been finished. This left myself with no choice but to pay for the Service and hope that MB of Oxford would reimburse as promised. My entire day was wasted all because Oxford were too lazy to service and check the vehicle prior sale. Account details were sent via email the following day. An email was then received from MB of Oxford asking me to send a completed accounts form (even though details had been provided). This form was not a digital form so had to be completed via printing at work and taking a photograph.  One week past where emails were not acknowledged and call-backs were not made.  Ten days past, and BM of Oxford were informed by myself that a phone call would be made every day until the money was transferred. The following day my call was unsuccessful. The user ID on my phone was then switched off and surprise surprise my call was answered. MB of Oxford refused/rejected my calls when the phone number was displayed. MB of Oxford owed myself £500. The Inchcape dealership who represents Mercedes Benz had absolutely no right to ignore my emails, call backs AND phone calls.  I received a voicemail stating that my handwriting / account details were not legible and were the reason for such delay. This was an appalling excuse as details given were very much legible and account details were also provided as text. Ultimately poor after-sale care is to blame — not handwriting. The refund was received two weeks post service. It was suppose to be next-day after the service. In addition, the majority of the communication was not clear nor concise, and far from reassuring. I often struggled to understand what the sales person was saying as they would mumble.  MB is supposedly the world's most valuable, luxurious automotive brand. On this occasion the customer service, communication and care post used-car sale was appalling. The overall experience has been frustrating and incredibly stressful.   I suggest that the relevant training is actioned to help prevent this experience, or anything similar from happening again. For example; used-car sales and its processes ie. reservation, as well as customer service and communication skills — front facing and phone. Additionally with ‘processes’ covering advertisements and fine prints which state the reservation fee is £99, not £1000. (Particularly for the key sales person involved.) A formal complaint has since been submitted, however the response has also been equally disappointing.