Group 1 Mercedes-Benz Cheshire Oaks

Just over a month ago, my C63 went into Mercedes-Benz Cheshire Oaks for a full B Service. What should have been a straightforward service turned into one of the worst customer service experiences I have ever had. The first issue arose after I received the vehicle health check video, which stated that everything on the car was in excellent condition. Despite this, I was then presented with an "urgent" repair bill of over £700 because a technician had snapped a bleed nipple on one of the front brake calipers while working on the vehicle. I understand accidents happen, but the initial expectation was that I should pay over £1,400 for two new front calipers because of damage caused by their technician. After challenging this, an agreement was eventually reached where I paid for one caliper, while Cheshire Oaks covered the side they had damaged. Unfortunately, this was only the beginning. When I collected the vehicle two days later and drove away, it became immediately obvious that the brakes had not been bled correctly. The brake pedal was travelling almost to the floor before any braking occurred. I was genuinely shocked that a vehicle could be released in such a condition. It raises serious questions about whether the car was properly checked or road tested before being handed back. Had it been, this issue would have been identified immediately. I contacted the dealership and was asked to return the next day so they could re-bleed the braking system, something that should never have been necessary following a professional service. While reviewing the service paperwork, I also discovered that the wrong engine oil had been installed. My C63 requires 0W-40 oil, yet the paperwork showed 0W-20 had been used. Given the nature of a high-performance vehicle, this was extremely concerning. I raised this with Tom, the Aftersales Manager, who assured me he would email me to document everything that had happened and confirm that Mercedes Cheshire Oaks would accept liability should any oil-related issues arise in the future. More than a month later, I have still received no communication whatsoever. To make matters worse, after finally receiving the vehicle back, I discovered that the Mercedes badge had been removed from the front engine cover. There was no reason for this part to be removed separately, as the whole engine cover comes off to access the oil filter. Cheshire Oaks did eventually order a replacement engine cover, but even collecting it became another frustrating experience. Nobody seemed to know why I was there, neither of the staff members I had been dealing with were available, and I was left waiting while staff attempted to locate the replacement part. Cheshire Oaks did ultimately refund the work I had paid for. However, that does not change the fact that: • A technician damaged my vehicle. • My car was returned with unsafe brakes. • The wrong engine oil was installed. • Promised follow-up communication never arrived. • Parts were removed from my vehicle without explanation. • Customer service throughout was consistently poor. It is disappointing a brand such as Mercedes can offer such a poor level of service, I wouldn't trust them with my car again and I hope people begin to realise what this dealership is actually like.

I picked up my new GLC today. My whole experience of dealing with Emily has been excellent from start to finish. She helped me navigate the docs and the MB app. Her explanations when we sat in the car for the first time this morning was brilliant. Highly recommend!

Fantastic service from Nikki. Very accommodating, kept me posted, after having trouble in other branches I will be bringing my service to Cheshire oaks from now on

fast service, car cleaned and vacuumed usual double with technician altering things like display and radio which can be a bit of a faff when you don't alter it once its set

Picked up my lovely new car on Friday the 18th of December. The sales person Morgan was exceptionally brilliant. He answered all our questions and explained everything perfectly. Even when we had a slight issue he was there to reassure us that the issue will be sorted asap. I can't thank him enough, Thank you

Brilliant service from these guys, Nicky was friendly, helpful and accomodating with my service needs. Everything was satisfactory with my visits taking care of my GLC mercedes. Would recommend using this dealership.

Mark Wilson was very professional and friendly throughout the entire process, the branch is also very nice. All in all a very good experience, and the car is great most importantly.

We recently bought a new car from Cheshire Oaks and were delighted with our experience. The people we met were very patient, understanding and professional. Thank you very much Bobby, Sean and Ian.