Anonymous

Safety recall Terrible customer service

I didn't buy my new Mercedes CLS450 from this dealership, but have had my cars serviced by them for the last 7-8 years. Booked my car in for a safety recall and informed them that my car did require the upgrade because I had experienced the problem it was recalled for. I was told that as I was waiting for the car they would do it first. After waiting 2hrs 40mins I was told they didn't have the necessary part despite the car being booked in for that specific reason more than a week before. Because of my disability I have a ball mounted onto the steering wheel. They suggested leaving my car and giving me a loan car as they couldn't let me take my car as it was a safety issue, and arrange to collect my car the following day, I agreed to this. I was then approached and told that I couldn't have a loan car as the steering ball would ruin the steering wheel, which it would not from previous experience. They didn't even ask my advice regarding the steering ball. At this point I told them to bring my car and that I would return the car to the original dealer. They only let me take my car after I signed a waiver, so all of a sudden I can take my unsafe to drive car because they think incorrectly that the steering ball would mark the steering wheel on the loan car. I told them that I had my car serviced by them for the last 7-8 years and that once I left the garage I will never return. And I do mean that, I now take my car to Preston to be serviced. Awful experience