Colin L

Poor Customer Service

1) - I bought alloy wheel insurance, however after having the wheels checked they had previously been poorly fixed. I decided to do a full refurb and asked to cancel the insurance. This took quite some time and a few chase up emails from me. The after care was nothing like their selling care! Being fair 2 emails bounced back from the salesman Michaels account. 2) - 3 months after buying a Mercedes, the light on the dash comes on saying service A required. I called Marshalls and got through to Exeter (after 20 minutes waiting on the line) I was informed I needed a major service, it would be £350 and it was not covered by Marshalls. I said that I assumed the service would be done at point of sale? I had done 400 miles in the 3 months and now I had to pay out £350? I was told it was a time service thing with Mercedes. I was not told this at point of sale!. Visiting the show room on Wetherby road, I feel I was being brushed off as it was 5pm and I was told the salesman who delt with me Michael would call me. As the car is now 5 days overdue its quite urgent. 14:00 the next day and still nothing from this salesman. When thinking of buying the car my calls were answered immediately. I cant be certain and have no experience in this matter, but I feel the service from this garage is poor and the management encourage the sales team to sell as much extra as they can to boost profit. I have investigated and its NOT a major service as Marshalls Exeter told me on the phone, its an A service. Thus £195 has been quoted by my local garage using genuine Merc parts. Needless to say I will use my local garage who I trust. My advice is to avoid this Garage and go some where else.