Group 1 Mercedes-Benz Warrington

Terrible after sales care

My car broke down and was taken into Mercedes Warrington for repair. This was a terrible experience from start to finish. I did not receive any updates from the garage for 7 days despite multiple calls and promises for call backs. In this time the car had not moved from where it was left. My main issue however is what happened when the car was finally ready for collection. When collected, it had not been valeted as promised and it was returned to me damaged. From that point on, I tried to contact the garage repeatedly — by phone and email. I eventually received an email from the service team who promised to repair it, but communication stopped again despite multiple calls and emails to seek an update. I raised a complaint with Group1 and was told I would receive a response within 5 working days, this did not happen. After over 2 weeks of non communication I raised a complaint with Mercedes head office, and after receiving only holding emails with no meaningful progress (now 8 weeks), the issue was escalated to the Ombudsman who advised they were able to assist me. After three months of no communication from the garage, and only generic updates from Mercedes head office, someone eventually contacted me and the car was repaired. I was told I would receive a call from management at Warrington to discuss my experience and provide an explanation for the service I have received. This did not happen. I have attempted to call and speak to the management team, but I have been told I cannot be put through and the team in question will deal with my request. Again nothing. I have never been treated so poorly by any dealership. I did not expect a premium brand to handle a situation so badly that I would need to contact the Ombudsman. Mercedes should audit this dealership and review how it is operating, as it is damaging the brand. I purchased the car 12 months ago from the same dealership group at Cheshire Oaks and the sales process was great, however the aftercare service has left a very sour taste and ruined the whole experience. If you are considering a Mercedes, be cautious about the after‑sales service from Group1. You get far superior customer service elsewhere. If you do want a Mercedes, I recommend avoiding Group1 and visiting the Stockport dealership — I have since had a service there and the customer experience was excellent. For a premium brand, the level of communication and customer care at Mercedes Warrington fell far below expectations and was just outright shocking.

Great Mercedes Benz Dealership.

Very happy with the whole process from order to hand over of the car.

Hi Dave, (Sherwood) I honestly can’t thank you enough for everything you’ve done for me throughout this whole process. I know I’ve probably been a bit of a nightmare at times 😂, but you’ve always been incredibly patient, understanding and supportive, and you’ve never made me feel like I was being difficult. The professionalism, trust and genuine help you’ve shown me, along with the banter along the way, have meant more than you probably realise. After losing my previous car to it being written off, I was really disappointed and stressed about finding another car that was right for me. You went above and beyond to listen to what I wanted, put up with all my questions and changes of mind, and worked so hard to help me find the car I really wanted. I genuinely feel like you’ve looked after me rather than just sold me a car, and that’s something I really appreciate. You’ve made what could have been a difficult and stressful experience into something I’ll actually look back on positively. Thank you for your time, patience, trust, support and, most importantly, for going that extra mile when you really didn’t have to. You’ve been an absolute star, and I’m genuinely grateful for everything you’ve done. I couldn’t have asked for anyone better to have dealt with. Thank you 🌟 Lisa

Most definately 5* service from this dealership and more importantly from a lovely gentleman by the name of Jack McPoland. Jack could not have neen any more professional from day 1. He made what we now feel in recent years has become a tedious task into an enjoyable experience once again. We cannot thank him enough for making this purchase as seamless as possible and a pleasure once again! I woulld highly recommend! Thank you very much!

The worst customer service I have ever experienced (in the service dept). They are incompetent with time scales. Car brought in with an issue that they fixed however they damaged the parking break. Told to bring it back on a different day and it would be sorted and ready within a few hours. They obviously employ people who can’t tell the time because after chasing it all day, they then said it hadn’t been looked at and won’t be ready cause they need to do a “diagnostics” and then potentially order parts! Had they have checked the vehicle before allowing it to leave this inconvenience wouldn't have happened! AVOID!!!!

Great experience with Jack this morning, very helpful and welcoming, showed me the model of car I was purchasing and went through features, highly recommend

An extremely disappointing experience with Mercedes-Benz Warrington. My car was serviced by the dealership on 23 July 2026 and subsequently developed an intermittent fault affecting the digital instrument cluster and MBUX infotainment system, which eventually stopped functioning entirely. The car has now been with the dealership for eight weeks. Throughout this time, I have received no updates unless I have chased them myself. On most occasions when I call, I am promised a callback that never materialises. Having to repeatedly chase for basic information about my own vehicle is unacceptable. After all this time, I am now being told the repair is not covered under warranty because of suspected contamination from a possible drink spill. There have been no drink spillages in the vehicle, so I dispute this explanation and would expect clear evidence supporting it. I also find it difficult to understand why this has only been raised with me after eight weeks. I appreciate that intermittent electrical faults can be difficult to diagnose. However, that does not excuse the lack of communication, unfulfilled promises of callbacks or the time taken to explain the position on warranty coverage. I expected a much higher standard of aftersales care from Mercedes-Benz. Eight weeks on, I am left with an unresolved issue and very little confidence in how it has been handled. Based on this experience, I cannot recommend this dealership’s service department.

Two words - Very unwelcoming.