Group 1 Mercedes-Benz Derby

professional courteous very good cc

We recently purchased a Mercedes Benz from Derby. The staff team were absolutely amazing & their manager was so very humble too. Sadia Rani was person who helped us with our purchase. She was awesome & so very helpful & had knowledge of the car we were purchasing. She just made everything very simple & clear. Anyone thinking of purchasing a car please go & find her. She’s a gem. Thank you Sadia Rani & God bless

I always receive a good efficient service from Mercedes-Benz of Derby

Merc rep excellent ( Mr Lichfield), but the never ending barage of emails has clouded the experience of the purchase, and something I will bear in mind when I next seek a new car in a couple of years.

I had an outstanding buying experience at Mercedes-Benz of Derby. Kinewyn Jackson was extremely professional, knowledgeable, and attentive throughout the entire process. She made buying my new C-Class completely seamless and answered all of my questions with great clarity. Exceptional customer service from start to finish—I couldn't be happier with the whole experience and highly recommend Kinewyn to anyone looking for a car!

As usual, everything went very smoothly and, as a consequence, my experience was enjoyable. I would recommend Mercedes to anyone who really wants to get the best in both motor vehicle's and service. Exceptional!!

Superlative service. Makes the whole experience a pleasure!

Extremely Disappointing Experience: Lack of Accountability and Customer Care My experience with Mercedes-Benz of Derby has been extremely disappointing. I expected professionalism, transparency and accountability from a premium brand, but instead I have faced disputed diagnostics, unresolved faults, delays and poor communication. 1. Disputed Flywheel Diagnosis and 9 Days Without a Courtesy Car My initial complaint concerned a rattling flywheel, which was classified as “worn” based on the engineer’s assessment, as explained by Donna, a service adviser. This resulted in my warranty provider initially declining a courtesy car, leaving me without transport for approximately 9 days. After I supplied video evidence of the technician’s findings, the warranty provider acknowledged the issue as a mechanical failure. This raises legitimate questions about the original diagnosis, the information communicated to the warranty provider and the delays in establishing the actual fault. The situation caused considerable stress and was particularly difficult given my health condition. 2. Unresolved Ambient Lighting Fault My ambient lighting issue, case ref 24794268 , remains unresolved. I was advised that a software update was required, yet the invoice records a software reset. The fault persists, despite my photographic evidence. The Mercedes-Benz technical team referred me back to the dealership, and my email to Donna on 13 October 2026 remains without a meaningful response or acknowledgement till date. 3. Broken Air Pipe Discovered After Collection After collecting my vehicle, I discovered a broken air pipe that had not been brought to my attention. I have received no satisfactory explanation of when or how it was damaged or when it will be repaired. 4. Escalated Complaint and No Response: 29 October 2026 During a conversation with the Mercedes-Benz Complaints Team on 29 October 2026, I was informed that they had contacted Mercedes-Benz of Derby by email on 21 October 2026 but had received no response. This is particularly concerning given that my complaint has been escalated to the highest level and shows the incompetence, neglect and nonchalant attitude from Mercedes benz of derby. Overall Impact The combination of the disputed diagnosis, 9 days without a courtesy car, unresolved ambient lighting, the broken air pipe and the lack of meaningful communication has caused unnecessary stress, inconvenience and a significant loss of confidence in the dealership. I have provided evidence, followed the complaints process and made repeated efforts to resolve these matters constructively. Yet I am still waiting for clear answers and meaningful action. I expected far better from Mercedes-Benz of Derby. I am not asking for special treatment, only transparency, accountability and a fair resolution. Based on my experience, I cannot recommend Mercedes-Benz of Derby. I hope the dealership takes these concerns seriously and demonstrates that customer care and professional standards are more than just a promise.

amateurish, probably get better service at ford and Vauxhall…..BMW is on another stratosphere. Only saving grace was the receptionist