It’s was great

Unfortunately, my recent experiences with Mercedes have not been a positive ones.
I first took my car into Mercedes on 11th March due to my engine management light coming on. I was asked to drop it off at 8am and could track its progress throughout the day on an app - however, the app never worked and at 3pm I still hadn’t heard anything about my car. I phoned up and dealt with a rude employee on reception who kept cutting me off when I was trying to explain and was all round, super unhelpful. Once I finally got through to the service department, I was told my car hadn’t even been looked at yet but it would ‘most likely’ be ready by 5pm.
When I arrived at the garage, I was told my car needed to be kept in over night as it needed further testing, but they’d found 2 faults. The following day, I was the told a 3rd fault was found which made it clear my car was not properly looked at on the original day of appt.
I was then told I would have to wait to find out if the work needed would be covered by my warrantee - I was told the garage would be in touch within 3 days. I contacted the individual who was dealing with my car on the 3rd day but had no response. In the meantime, I contacted the warrantee company myself who informed me that I would be covered. After 5 days I still hadn’t had a response from Mercedes Leicester, so I phoned them myself to get the answers I needed and to eventually get my car booked in for the work. Again, overall disappointing that I was the one doing the chasing and managed to find out the answer myself and in reasonable time.
I had to wait 3 weeks for my appt, but managed to get it in on 9th April. On the afternoon of the appt, I was contacted to say my car would need keeping in overnight once again, because they had discovered a part they needed for my car was the wrong size. Whilst I appreciate that my car was then valeted free of charge for the inconvenience, it is disappointing to know this oversight wasn’t checked beforehand.
Overall I am happy with the work carried out by Mercedes Leicester. Unfortunately, the level of service received when my car is in for work or some form of service is poor. Communication is slow, follow-ups were lacking, and it often felt difficult to get timely support when needed. Overall, the aftercare and customer service did not meet the premium standard expected.

Inside of car not valeted otherwise efficient service provided.

Very satisfied with the customer care
Work was done on time curtesey care was
Great and my car returned all cleaned
Thankyou

My grievance is more with Tusker however:
Dear Sir/Madam,
I am writing to formally raise a complaint regarding the handling of my recent breakdown and subsequent support provided between Wednesday 1st April and Wednesday 8th April 2026.
On Wednesday 1st April, I noticed a dashboard warning indicating low air pressure in the front driver’s side tyre. I drove to a petrol station to inflate it; however, by the time I arrived, the tyre had become completely flat. I contacted Tusker at approximately 5:30pm and was transferred to RAC. An RAC technician arrived at 7:00pm and carried out a temporary repair, advising it would allow me to drive up to 200 miles at 40–50mph.
After leaving at 7:30pm, I drove home cautiously but noticed the tyre was again losing pressure. By the time I arrived home around 9:00pm, the tyre was no longer safe to drive on. I contacted Tusker again at approximately 9:30pm, already feeling stressed and concerned.
During this call, I was passed between approximately five different representatives, having to repeatedly explain the situation. This added significantly to my distress. I felt unsupported, and at times I was made to feel like an inconvenience. One representative even remarked, “we have already been out to you today,” which I found unacceptable. Additionally, there were long silences on calls, and at one point the agent was yawning while speaking to me.
I was initially advised to take the vehicle to Kwik Fit, despite clearly explaining that the tyre was flat and the car could not be driven. I was sent a booking link, but the earliest available appointment was Tuesday 7th April, which was not suitable as I would be without a vehicle for several days. I was also informed that a mobile service would require me to pay personally.
Eventually, I was offered recovery to a Mercedes dealership as the only “safe” option, which I accepted. I was told recovery would be arranged immediately; however, I later received a call advising collection would take place the following morning.
On Thursday 2nd April, the recovery team arrived at approximately 8:28am and informed me the car would be taken to a Mercedes dealership in Leicester. At this point, I was left without a vehicle and without any guidance on next steps.
At around 10:00am, I contacted Tusker again to seek clarification. After being passed between departments, I finally spoke to a helpful representative who was surprised that no courtesy car had been arranged. She then initiated this process.
Enterprise subsequently contacted me to arrange a courtesy car. As I had no transport, delivery was offered but with no guaranteed timeframe. Due to this uncertainty, I took an Uber to collect the vehicle at a personal cost of £16.26.
I was later informed that due to the bank holiday weekend, repairs would not be completed until Tuesday 7th April.
On Tuesday 7th April, I contacted Mercedes and was told that the work had not yet been approved by Tusker. I also received a call from Enterprise advising that the hire period was ending. Tusker then confirmed they would approve replacement of only the damaged tyre, despite Mercedes having conducted a full vehicle health check and recommending that all four tyres be replaced.
Throughout this process, I received conflicting information from Tusker, Mercedes, and Enterprise. I was repeatedly contacted by all parties and found myself acting as the coordinator between them. This was extremely disruptive, particularly as I was working and had to remain available for calls throughout the day. This level of involvement is not acceptable for a customer and caused unnecessary stress.
On Wednesday 8th April, Tusker advised that I needed to return the courtesy vehicle as they could no longer cover the hire and would arrange an alternative vehicle. However, after contacting Mercedes, I was informed my car would be ready that day. I collected my vehicle at approximately 4:30pm and returned the courtesy car.
My main concern now is that although Mercedes advised all four tyres required replacement, only one tyre was authorised and replaced by Tusker. I would have expected Tusker to proactively arrange for the remaining tyres to be reviewed and replaced via their approved supplier, but I have not been contacted.
In summary, I am extremely dissatisfied with the overall handling of this situation. What should have been a straightforward tyre replacement turned into a prolonged and stressful experience spanning over a week. As a loyal customer of two and a half years who has consistently made payments on time, I expected a far higher level of service.
I would like to request the following:
An urgent review and arrangement for the remaining three tyres to be inspected and replaced as necessary
Reimbursement of my Uber travel expense (£16.26)
An explanation as to why no case manager has followed up regarding the outstanding tyre issue
Appropriate compensation for the distress, inconvenience, and time spent managing this situation
I look forward to your prompt response and resolution to this matter.
Yours faithfully,
Farah Amin

VERY IMPRESSEIV

Fantastic service from Simeon, nothing too much trouble at all. Due to circumstances we needed to bring our children to test drive the car, Simeon could not have been more welcoming. Helping to move car seats over and giving us plenty of time to test drive. Rest of staff in garage, really lovely and very helpful. Will definitely go back.

Utterly disgraceful experience following the report of a defective part on my MB car well within it's first 3 years of registration! Told the faulty part is not covered under the manufacturer's warranty now and I had to pay them over £1,000 myself to have it replaced. Shambolic assessment from Jim in servicing and I felt undermined throughout. Wasted time complaining because they are not interested in delivering good customer service anymore! The warranty is NOT fit for purpose. Had MB told me the part would develop a defect at time sale and it would not be covered under warranty then I would not have bought a premium car from you! Stay away from this dealership because they are dishonest and unreliable with very poor standards all round. Thank me later

The issues I reported were investigated but I don't think the findings were explained to me very well. To be honest, I felt as though I was being fobbed off a bit. I would appreciate a call with an experienced technician that could advise me better than a customer services rep can.

Poor customer service and standards at this branch. Don’t return call or emails when an issue arises 6 weeks after car purchase. Sent MULTIPLE emails to MULTIPLE people including the group 1 auto complaints email & attached proof of invoice for the work carried out by another Merc dealer. Have had to contact Mercedes UK who are now looking after my complaint. Emails WERE also sent to the ‘tellusmore’ group 1 email but have forwarded again…