mercedes benz southend

Despite a great pre-sales experience, the after sales support is terrible. 10 weeks after purchasing the vehicle I am still awaiting the second key and repairs that were agreed prior to purchase. In addition to this, an electrical fault was reported within 1 week of purchasing the car and this is also still not rectified and no contact has been made with me to try and resolve the issues. Very disappointing. Update 13/09/24 - I provided all the information requested by Pendragon and was told on 29/08/24 that someone from the leadership team would investigate and be in touch. As of 13/09/24 I have heard nothing and the issues remain. Update 20/01/24 Mercedes finally collected my vehicle for the required repairs on 15/10/24, 12 weeks after I purchased the vehicle. There was no communication from the dealership whilst they had my vehicle and my communication was again completely ignored. I then received an email on 07/01/25 to arrange the return of my vehicle. There was no confirmation of what repairs had been carried out or why they had kept my vehicle for 12 weeks. I advised my solicitor would be in contact with them due to the numerous issues encountered and the ongoing complaint with the motor ombudsman. Today (20/01/24) I have received a threatening email with false information telling me to return their courtesy car to Southend by 9am tomorrow (from Cardiff). Their legal counsel has threatened excessive financial penalties and to report the vehicle as stolen if I do not do so. All this despite a clear written agreement for them to collect and return my car to Cardiff and in doing so, collect the courtesy car. Mercedes Southend clearly feel resorting to bullying and intimidating behaviour is the way to deal with customer complaints about their poor service. Just when I thought the dealership couldn’t get any worse…. Avoid at all costs!

Car required substantial work, estimated 3-4 days work. Took them over 8 weeks to complete the work. Courtesy car offered only after 3 weeks. Impossible to contact service team directly, General Manager ignored emails. Damaged car during service, denied responsibility completely. I will never use this dealer again, and urge other proud MB owners to do the same.

The car is still under MB warranty, took car in over 2 weeks ago now and I’m still waiting to see if they are going to honour there warranty that the car has. 3rd time it’s been in now for the same problem. No info on how it’s going have to chase for updates all the time. Over all the whole dealership is poor!