Mertrux Ltd

I booked my Mercedes Vito van in as part of a safety recall for 7am on 17th November. I arrived at the site at 07:00 to find the gates closed, although they were just in the final stages of closing having been opened to allow access for someone else. It was raining and windy as i pressed the intercom and waited for about 5 minutes and could see people in the back reception but nobody answered the intercom. I decided to get back into my van and position it to face the lights shining into reception to try and gain someone’s attention putting the lights on full beam. Again, there were people wandering around at the back of reception and still no response. After a further 5 minutes someone eventually came out and opened the gates. At 07:15 i was seen and signed the paperwork for the warranty and waited in the customer waiting room. I must add at this point that i had booked the 07:00 appointment because i was told it was an hours job and i had an appointment of my own at 09:00 in Wakefield which is an hour away. At 07:30 work hadn’t started on the reversing camera and the van was where i had parked it. I asked how long it would take to complete the work and was told an hour by Chris on reception who had been dealing with me. Chris was polite enough but tried to justify the situation saying he had only just booked the job in as he was on his own. I explained that may be the case but that wasn’t my problem because i was the customer. There were two other office workers sat in the back office as this conversation unfolded and neither of them attempted to assist and resolve the situation. I asked for the job to be cancelled and my van keys to be returned as I didn’t want the poor service i had received to impact on my customers. A disappointed customer