Mercedes-benz Dartford

Ranked #138 of 234 in Kent

Services: MOT, Servicing, Tyres, Exhausts

Burnham Road

DARTFORD

DA1 5BL

Call 01322 294414

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"Appalling service, given misleading info for repair."

By Damon Fallis, 2 December 2020

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I had an engine management light showing on my C250 relating to DPF, so I booked online for a £120 for diagnostic service and £30 for collection. Also after checking the Mercedes-Benz recall page (https://www.mercedes-benz.co.uk/passengercars/being-an-owner/total-recall/start.module.html) it showed my car also had an outstanding recall regarding Takata Airbags, so I added this information to the online booking screen. The car was collected in the morning as expected (12/11/2020). At 09:39 I received a text message to say the car had arrived, and was waiting allocation to the workshop, a very professional service up to this point. I received another text a few hours later to say that, a technician had reviewed my car and it needed the following: NSF Shock Absorber £722.22 inc. (unexpected) Front Drop Links £242.52 inc (unexpected) DPF Exhaust Sensor £742.98 inc. (fault booked in for) I asked if someone could telephone me to discuss the work, however every time they phoned it didn't seem to ring on my mobile and just went to voicemail. This went on for 15-20 minutes so I sent a text back to ask for part numbers, and received this in reply "If you wish not to go ahead and just order parts yourself, when you collect your vehicle the parts counter will be able to provide this information for you". When I eventually got a call back, I asked a number questions as to what sensor was being replaced, and where it was located on the vehicle. The reason being I believed it was the "Differential Pressure Sensor", actually being referred to. The reason I asked this, is because I knew that particular part was only £40-£50 to buy and about 30 minutes to fit. I had also already carried out the same job on my wife’s VW 2.0tdi Touran a few weeks earlier. I received this message in reply “The DPF is the Diesel Particulate Filter” (answered a question I hadn’t asked, but didn’t answer what I had asked!) and "If you wish not to go ahead and just order parts yourself, when you collect your vehicle the parts counter will be able to provide this information for you". After 20 minutes or of me trying to get them to call me on my home number, I eventually got someone at the service centre. I spoke to a young lady about my car and the suggested repairs. This conversation went on for a while but the basics are this, I asked again if the “DPF Exhaust Sensor” that required replacing, was actually the Differential Pressure Sensor? I was told it was the “DPF Exhaust Sensor”. I asked if the sensor to be replaced was in the engine bay and explained the location of the “Differential Pressure Sensor”. I went further and said that if it was the “Differential Pressure Sensor” I could do that myself. I was told it wasn’t, and that it was on the exhaust and so therefor under the car. Assuming that this wasn’t the sensor I thought it was, I agreed to continue with the work. I was told that as it was late in the afternoon I wouldn’t be receiving my car back today. To cut a very long story short, this has carried on, getting worse and worse. I have gone so far as to request evidence to prove that the DPF work was actually carried out at all. In order to ascertain this, I asked them to supply a copy of the DPF fill levels relating to my car. What I actually received as "proof", was a copy of DPF data relating to a completely different model of car. When I emailed the Senior Service Team Manager, Michael Roberts about this, he apologised and said the information had been supplied in error. It took a further two days for me to eventually receive any data relating to my cars DPF. However the data that was sent was actually generated on the same day 23-11-2020 at 13:31 and not on the day the work was supposedly carried out 12-11-2020. I have made a subject access request for the call recordings in order to prove I was misled, before any work was agreed to. As I write this lengthy review on 02-12-2020, I am still without return of my car, not until I settle the bill anyway, which I am unwilling to do, at least until I get to a satisfactory conclusion. The saga continues.....

Visited With

My vehicle

Visited In

Nov 2020

Cost

£1000 plus

Duration

2 weeks plus

Visited For

MOT, Repairs

Additional Services

Pick-up and collection, Online booking

Good Points

The car collection service was good.

Bad Points

Everything, think they have spent a lot of money on new premises, and the customer is having to pay the price!

Expertise

Quality of Service

Speed

Helpfulness

Value for Money


Recommended

"the service manager mike roberts was very professional and courteous in helping me with a problem with my car he went above the call of duty to do it as well thank you very much"

By mark parish, 13 October 2020

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the garage was very clean and the people were well spoken li dealt with a michael roberts who went out of his way to help me in fact he went above the call of duty to sort my car out to my satisfaction thank you mercedes benz dartford wish all garages were this good

Visited With

My vehicle

Visited In

Oct 2020

Cost

£100-£500

Duration

1-5 hours

Visited For

Servicing

Additional Services

Car cleaned, Work explained, Itemised invoice, Great customer service, Online booking

Good Points

very efficient polite and did exactly what was needed thx

Bad Points

nothing all good ol but no coffee lol

Expertise

Quality of Service

Speed

Helpfulness

Value for Money


"Horrible service and ignorance"

By Kris Butyns, 22 November 2019

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Would like to warn everyone of this branch's service department. They are really bad, ignorant and would not wish anyone go through the experience I had with Mercedes Dartford today. You are better off just going across the Thames and do your service or fix at Lakeside. So what happened... I had to change glow plugs so a week ago I said I bought them and would like to have them exchanged. We set up a date for today and I was to receive a call with pricing. Guess what? Nobody called. So decided to pay a visit to make sure I am happy with the price. Spoken with one service guy who said no problem and as I have my own parts it's just going to be labour which was around I think £118. I said fine as the price is ok. When showed up today (I was second in the queue) I am told that Mercedes does not fit parts which weren't purchased at Mercedes. I asked why? I was told a week ago as I bought parts at euro car parts that it's fine and that I was even given a quote for today. But it didn't matter. As confirmed by manager just now they don't fit parts outside of their shelves. I said ok. As I also had a recall repair I told them to just do that free repair and that I won't be changing glow plugs today. I sat down and waited. My phone battery died so I couldn't go anywhere cause they wouldn't be able to reach me if they would fix the car. So wanted to get approx time so I could decide if I should go or wait. Unluckily I asked that question to the wrong person... her name was Claire (if it's true - that name I was given later). When I asked if I could know what stage is my car's repair at... I received a cold look and was asked to sit down and that she will come and update me. She said it was a repair so it takes a while and if I wasn't asked I should sit down. I wanted to explain that the main repair was cancelled and it's only a recall repair but she wasn't listening. I was asked to go and sit again and that she will come in a moment. So I did. It's now over 3 hours that I am at the site. I can see Claire coming around me and talking to other customers once, second and third time - I am ignored completely... So at 4th time, I can see her so decided to ask the question... maybe I won't be killed by her cold sight ... hopefully... Unfortunately, Claire was still in a bad mood and told me: 'Can't I see I am with a customer. Sit down I need to deal with him'. So apparently I was not a customer anymore - Just to remind I was second in a queue arrived at 8:00hrs. So if Claire was too busy I decided to speak to someone else meanwhile asked salesperson how could I complain as one person was really rude. He asked which department. I said I don't know that young lady with straight hair and green jacket... His answer was: ' Ah yes service staff. They are like that'. I thought really? So that is a standard and nothing will change? I rarely comment. Something has to be really good or horribly wrong for me to go through the effort... This time it was the latter. Managed to spoke to other (this time male) staff from service dept and he actually listened and moved my car forward in the queue as nobody was yet attending to it as it was supposed to be picked up at 5 pm?! How could I know? So Claire wanted me to sit on my ass till 5pm??? I was just asked to sit down never told nothing until now ... horrible. Claire if that's her real name was rude and arrogant. In the end, my new staff member told me that job was done and by the way, I should be aware that my glow plug and engine lights are on and those should probably be exchanged ... Wow seriously wasted day. Never again Mercedes Dartford. Lakeside is far more professional and caring! just go there and save yourself a day and frustration.

Visited With

My vehicle

Visited In

Nov 2019

Cost

Up to £100

Duration

5-9 hours

Visited For

Repairs

Additional Services

Car cleaned, Itemised invoice

Good Points

nothing

Bad Points

staff, ignorance, lack of updates

Expertise

Quality of Service

Speed

Helpfulness

Value for Money


"Rude arrogant useless "

By Anonymous, 25 April 2019

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Dartford mercedes.....WORST EVER!! Took car in for yearly service, was informed that I had a slow puncute but they said they repaired it for free!! On collection of car, my car was parked so close to other cars that I could just about open the drivers door to get in. It was not until a about a week later when I next next used the car and then washed it I noticed they had damaged the drivers door and applied a blob of paint, that explains why they parked my car so close hoping I wouldn't notice? The so called free puncture that they did, they damaged the alloy wheel where the nuts go and the rim where they removed the tyre. Of course they are denying everything but said they would repair the damaged door and would collect my car to do this, was told collecting car at 9am finally showed up at 11am. Recon it takes 2 days to paint the whole door!!! Jokers. Should of learnt this is the same garage that put petrol in my sons car which is DIESEL!! AVOID, AVOID, AVOID

Visited With

My vehicle

Visited In

Apr 2019

Cost

£100-£500

Duration

5-9 hours

Visited For

MOT, Servicing

Additional Services

Car cleaned, Courtesy car

Good Points

The coffee

Bad Points

Everything

Expertise

Quality of Service

Speed

Helpfulness

Value for Money


"Mercedes Benz Dartford Fraudulent Repairs!"

By RhonnH, 30 January 2016

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Ok, so I picked my car up today, and I am £1,036 lighter in the wallet! But guess what, I decided to check my onboard dash cam, and low & behold I discovered something very disturbing! Ive read on various Mercedes read forums how some people have fixed their steering lock problem using a mere hammer, well guess what, Mercedes Benz main dealers also utilise this method, check out my video on YouTube and hear the MB mechanic boasting how he has fixed my car with a HAMMER! He says "I fixed it mate, I fixed it with a hammer, brand new that is, I fixed that now, happy days, I just started battering it!". Ive emailed MB HQ and I am awaiting their response, I also made MB Dartford aware that Im on to them, awaiting a call on Monday from the branch manager. The video is here: https://www.youtube.com/watch?v=BUfE5devYcA

Visited In

Jan 2016

Visited For

Repairs

Expertise

Quality of Service

Speed

Helpfulness

Value for Money

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