Group 1 Mercedes-Benz Hemel Hempstead

Excellent service from the Mercedes reception and Service Team

Chisala provided great service - very informative and found a car we’re very keen on - we shall return!

Very disappointing experience – repeated repairs, delays and refusal to provide repair documentation I am extremely disappointed with my experience with Mercedes-Benz. I purchased my vehicle in March and by July it had developed problems. Since then, the vehicle has required two separate repair interventions, and I am now being asked to consider a third repair involving the fuel filter housing, fuel tank and fuel pump. The first repair related to an undertray issue. The second involved fuel pipe clips that Mercedes-Benz told me were vibrating. I am now facing another repair, with the required fuel filter housing reportedly being on back order. I have been waiting approximately four weeks for the required part, and I have subsequently contacted another Mercedes-Benz dealership in London and have evidence that the part is available there. I also have two separate call recordings with a Mercedes-Benz Hemel Hempstead employee confirming that the vehicle had already undergone two previous repairs. What is particularly concerning is that I have requested copies of the job sheets/repair records for the previous work, but Mercedes-Benz is refusing to provide them to me. So I have recordings of Mercedes-Benz employees confirming the previous repairs, but despite requesting the actual repair documentation, I am being refused copies of the job sheets. I find this extremely disappointing and would expect a manufacturer such as Mercedes-Benz to be transparent about the repair history of a vehicle. I have now completely lost confidence in the vehicle and the way this matter has been handled. I do not want another repair attempt. I want to return the vehicle and have the matter resolved properly. There is also a dispute regarding the vehicle’s PCO registration. Mercedes-Benz appears to be suggesting that because the vehicle is PCO registered, I should automatically be treated as a business customer. I strongly disagree with that assumption. A vehicle being PCO registered does not automatically mean that I am working as a PCO driver or that the vehicle was purchased predominantly for commercial purposes. The vehicle is registered in my sister’s name, and Mercedes-Benz treated me as a personal customer during the purchase process. When my vehicle was unavailable, Mercedes-Benz also provided me with a standard A-Class courtesy vehicle which was not PCO registered. I have raised the matter with Santander Consumer Finance and Forza Finance as well, and the whole process has been extremely frustrating. I expected much better from Mercedes-Benz. The combination of repeated repairs, a lengthy delay obtaining parts, refusal to provide the job sheets I have requested, and the way my complaint has been handled has completely damaged my confidence in the dealership. I am not looking for another repair. I want the vehicle returned and the matter resolved. I would strongly recommend that anyone dealing with Mercedes-Benz in a similar situation keep records of every telephone call, request and conversation, because in my experience you may need your own evidence when trying to establish what has happened to your vehicle. Very disappointing customer service and an experience I would not expect from Mercedes-Benz.

Booked in for a chat and assessment of my Mercedes as it was going back at the end of its contract. Got to the dealership and no one knew that I had an appointment, even though I had an email confirmation. Had to wait for a sales guy to sell me a car, he had no idea who I was! I had specifically said on the phone that I want the person to know my situation and be aware of my contract ending. Hopeless! He said I’m only here to sell you a car! Could not help with the finance part, call Mercedes. I wanted my car assessed for the end of contract hand over! He sent me away once he knew I wasn’t gonna buy a new car. Complete lack of customer care! After 4 years of owning a Mercedes they have only contacted me to sell me stuff! Not help me out or help at the end of a contract. Just to add to this! David, the manger called me about the issue I had that night and we talked about how things could improve. I was very pleased with the way he dealt with my complaint and I’m Happier now.

One of the very bad dealers very low service and rood costumer service , specially the sell manager and sell team really they are very bad 🤢🤢🤢

Really great experience at Mercedes-Benz of Hemel Hempstead. I had a full service and MOT, and everything was smooth and professional from start to finish. A special thank you to Hina in the Service Department and the lovely receptionist, who were both so friendly and helpful. They made the whole process really easy. They even gave my car a complimentary wash, which was a lovely touch! Will definitely be back. 🙌

Absolutely atrocious customer service at this dealership, I have never had an experience like this previously when servicing my car. To provide some background, I spoke to Iuliana in mid-June about booking my car in for a service. Everything was fine with the booking and we booked the car in for the following week. I arrived at the dealership on the day of the booking and was asked to register my car on the screen in reception by the receptionist, which I did. On this screen I mentioned I would like to speak to a service advisor about my MOT. I sat there waiting for around 10 minutes and then asked the receptionist that I had a quick question about my MOT and availability for getting this done. She said I would need to speak to Iulilana about this. I mentioned to the receptionist that I needed to get back to work and despite this I was left waiting for more than 30 minutes. The most disappointing thing was a number of service staff walked past me multiple times, saw me waiting and not one person stopped to ask if I was ok or if they could help. Eventually I got frustrated and asked the receptionist where Iuliana was and after another 10 minutes she finally came out. I explained how long I had been waiting and her attitude was dismissive and she said I'm very busy. I asked the question about the MOT and whether they could do it at the same time as the service and she said no they didn't have any availability for that day. Therefore, I sat there for more than 40 minutes for a response that literally took 10 seconds. Later in the day when I picked up the car there was another lady complaining about how long she had also been waiting so this looks like a common occurrence at this dealership. What is very disappointing is that earlier today I called the dealership as they had provided an advisory on a part in the car and I couldn't remember the name of the part. Iuliana answered the phone and gave me the name of the part. I asked her if she remembered me and she said she did. I then thought I would give the dealership the benefit of the doubt and an opportunity to make things right and therefore asked about booking in my mother's car for service. Iulilana then provided me with a quote for the service and brake fluid change. I then mentioned that I would expect better customer service this time round. What was shocking was her response to this, she said she now remembered clearly what happened on the day of the service on my car, and rather than understanding why I was so upset and promising this would not happen again, she simply dismissed me by saying she couldn't make any promises and from her attitude it was clear there was no empathy for my experience at all. To make matters worse I took my car to an independent specialist after the conversation with Iuliana and they put the car up on a ramp and said there was absolutely nothing wrong with the part that the dealership had told me needed changing. So not only was I treated very badly and experienced poor customer service it seems like they also tried to get me to do some work on the car which was not actually required. I do not usually write negative reviews but I feel I am obligated to tell people about my experience so they do not have the same experience. I would avoid this place at all costs.

Either don’t answer the phone or don’t call back as promised. Gone elsewhere

Great service. Staff really good, welcoming and helpful.