Mercedes-Benz of Stevenage

Ranked #80 of 137 in Hertfordshire

Services: MOT, Servicing, Tyres, Exhausts

Gunnels Wood Road

STEVENAGE

Hertfordshire

SG1 2BT

Call 01438 737800

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"abysmal service once again !"

By mark hough, 21 October 2019

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not worth my time

Visited With

My vehicle

Visited In

Oct 2019

Cost

Up to £100

Duration

1-5 hours

Visited For

Repairs

Good Points

not a great deal

Bad Points

absolute shambles, they do not communicate with each other

Expertise

Quality of Service

Speed

Helpfulness

Value for Money


"DISGUSTING SERVICE, TRY TO FOOL CUSTOMERS IN ORDER TO SELL PARTS, DON'T CARE ATTITUDE"

By ARSHAD ALI, 21 February 2019

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Below was the complaint I sent to Gary Savage - CEO Mercedes - UK. I received a response from customer service in short blaming me and giving me the option to go to Motor Ombudsman which appears reading at the reviews that they always side with the dealers as the dealers pay their salaries which I understand from the reviews left by distressed customers. To my utter surprise it only took 2 minutes by my Toyota dealer to fix the glove box without any part replacement which Mercedes staff were insisting will require parts ???? WHAT A SHAME THE MANAGEMENT OF MERCEDES!! STAY AWAY FROM THE CHEATERS I would like to draw your attention to the extremely poor service received at the Mercedes Stevenage dealership in UK. I had an issue with the closing of the glove box of my recently bought Mercedes. I called the dealership on 15-02-19 Friday at around 10 am in the morning and spoke to the Ms Alexis and asked to book an appointment to get the issue sorted. Alexis checked with me what the appointment was for. She suggested that as it was a small thing so I can walk in around 4.30 PM same day and assured me that someone will be available to see me. I took time off my busy work schedule and travelled around 20 miles. When I reached the dealership before 4.30 PM I was seen promptly by Alexis (Receptionist) and she immediately remembered that she had asked me to come at this time. She had good manner and explained I could help myself to a drink from the adjacent lounge and then sit on one of the round tables in the hall and someone will attend promptly. After waiting for about 15 minutes Jack (Service Team Manager) came over and was very rude and negative right from the start, he said we will have to book an appointment for you. Obviously, I was quite surprised and told him that I was confirmed by Alexis that a mechanic will see me today. Jack was very rude and said I will check and send a mechanic. After waiting for another 10 minutes another chap called Marcus turned up and said he will have a look at my car and will book an appointment as we will have to order parts. I asked him why are you sounding so negative as it might just be a small adjustment. I was extremely shocked when Marcus was fiddling with the glove box and had no clue what he was doing. I asked him if he was a Mercedes mechanic. I was even more dis appointed when Marcus admitted that he was not a mechanic and was actually a booking assistant meaning that the Mercedes dealership was DELIBERATELY TRYING TO FOOL ME. Looks like no one in this dealership is conscious about customer service and have a don't care attitude. When I asked Marcus about the complaints process, he said I should go online if I want to make a complaint as I had already been spoken to by the Service Team Manager - Jack. In the end Marcus mentioned I had no other option and booked an appointment for me to come again on 22-02-19 but after this terrible experience I will not like to visit this dealership ever again. Hopefully you will agree that some staff here are bringing a bad name to your premium brand. I would like to draw your attention to the extremely poor service received at the Mercedes Stevenage dealership in UK. I had an issue with the closing of the glove box of my recently bought Mercedes. I called the dealership on 15-02-19 Friday at around 10 am in the morning and spoke to the Ms Alexis and asked to book an appointment to get the issue sorted. Alexis checked with me what the appointment was for. She suggested that as it was a small thing so I can walk in around 4.30 PM same day and assured me that someone will be available to see me. I took time off my busy work schedule and travelled around 20 miles. When I reached the dealership before 4.30 PM I was seen promptly by Alexis (Receptionist) and she immediately remembered that she had asked me to come at this time. She had good manner and explained I could help myself to a drink from the adjacent lounge and then sit on one of the round tables in the hall and someone will attend promptly. After waiting for about 15 minutes Jack (Service Team Manager) came over and was very rude and negative right from the start, he said we will have to book an appointment for you. Obviously, I was quite surprised and told him that I was confirmed by Alexis that a mechanic will see me today. Jack was very rude and said I will check and send a mechanic. After waiting for another 10 minutes another chap called Marcus turned up and said he will have a look at my car and will book an appointment as we will have to order parts. I asked him why are you sounding so negative as it might just be a small adjustment. I was extremely shocked when Marcus was fiddling with the glove box and had no clue what he was doing. I asked him if he was a Mercedes mechanic. I was even more dis appointed when Marcus admitted that he was not a mechanic and was actually a booking assistant meaning that the Mercedes dealership was DELIBERATELY TRYING TO FOOL ME. Looks like no one in this dealership is conscious about customer service and have a don't care attitude. When I asked Marcus about the complaints process, he said I should go online if I want to make a complaint as I had already been spoken to by the Service Team Manager - Jack. In the end Marcus mentioned I had no other option and booked an appointment for me to come again on 22-02-19 but after this terrible experience I will not like to visit this dealership ever again. Hopefully you will agree that some staff here are bringing a bad name to your premium brand. I would like you to look into this issue. I demand to be duly compensated for all my time, the fuel & telephone cost and on top of that for all the stress and anxiety this experience has caused. Needless to mention if this is not resolved amicably I will have no option but to take it further to all avenues available to me, including reporting to Trading Standards Board, Car Ombudsman and the Media to name a few.

Visited With

Partner's vehicle

Visited In

Feb 2019

Cost

Up to £100

Duration

1-5 hours

Visited For

Repairs

Good Points

Offer free drink

Bad Points

Don't care attitude, staff tried to make me believe they needed to order parts for the repair

Expertise

Quality of Service

Speed

Helpfulness

Value for Money


"Poor service on my SLK200.... still suffering problems now"

By Mosses, 16 December 2014

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Stevenage Mercedes messed up the 2013 service on my SLK200; failing to carry out the correct work properly and tried to get me to take/agree to oil additive after they had already changed the oil!!! This work was apparently carried out by the qualified 'quality' representative. Stevenage MB took the car back in 'to make amends' only to set the wrong service schedule indicator and the problems and confusion continued through the Jan 2014 service and now for this years service the SERVICE DIGITAL REPORT is different to the records held by the system at Mercedes head office. In my opinion the poor workmanship is only surpassed by the poor customer service and 'del-boy' management - do not use the Mercedes garage in Stevenage.

Visited In

Dec 2014

Expertise

Quality of Service

Speed

Helpfulness

Value for Money

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