We recently bought a lovely car from the dealership in Coventry. Had problems a week in with it and we were told to take it to any Mercedes dealership closer to us which I did. Rather than helping and understanding that when a week old car displaying oil faults which we have were given with the levels of oil it had I.e full, they can easily complete any necessary works and recharge the corresponding and associated dealership, the person I spoke to who I felt was being quite abrupt told me to either pay or what she recommended was to take it back to the Mercedes dealership I bought it from which is a 5 hour round trip and get it dealt with there. Needles to say I felt rayner talked down to and will not be returning there or giving them any good recommendations or future business. If I could put minus star ratings I would. It wasn’t a pleasant experience

I can't believe how evil and racist they are in the Dartford Mercedes i brought my car there for service and it was there for over a week I was given a lone car and I got a text saying my car is ready I went done there given back there car within one day of driving my car something wasn't right the engine management light was still on so I bought the car back I was with my 2 year old... I came across this evil racist women Julie she told me they have no lones cars and I have to found my way home. Which I thought that was wrong. Julie turned around and said I must pay for a taxi and enterprise would pay it back and enterprise would refund me back my money then send me a car round my house that was all a lie she phoned me back as soon as I got home telling me I'm not Qualified for a lone car that was a lie she even told her manager and everyone who works there that I was rude which I wasn't. I would not recommend anyone to go to Mercedes in dartford they are all white English and racist..

I had an engine management light showing on my C250 relating to DPF, so I booked online for a £120 for diagnostic service and £30 for collection. Also after checking the Mercedes-Benz recall page (https://www.mercedes-benz.co.uk/passengercars/being-an-owner/total-recall/start.module.html) it showed my car also had an outstanding recall regarding Takata Airbags, so I added this information to the online booking screen. The car was collected in the morning as expected (12/11/2020). At 09:39 I received a text message to say the car had arrived, and was waiting allocation to the workshop, a very professional service up to this point. I received another text a few hours later to say that, a technician had reviewed my car and it needed the following: NSF Shock Absorber £722.22 inc. (unexpected) Front Drop Links £242.52 inc (unexpected) DPF Exhaust Sensor £742.98 inc. (fault booked in for) I asked if someone could telephone me to discuss the work, however every time they phoned it didn't seem to ring on my mobile and just went to voicemail. This went on for 15-20 minutes so I sent a text back to ask for part numbers, and received this in reply "If you wish not to go ahead and just order parts yourself, when you collect your vehicle the parts counter will be able to provide this information for you". When I eventually got a call back, I asked a number questions as to what sensor was being replaced, and where it was located on the vehicle. The reason being I believed it was the "Differential Pressure Sensor", actually being referred to. The reason I asked this, is because I knew that particular part was only £40-£50 to buy and about 30 minutes to fit. I had also already carried out the same job on my wife’s VW 2.0tdi Touran a few weeks earlier. I received this message in reply “The DPF is the Diesel Particulate Filter” (answered a question I hadn’t asked, but didn’t answer what I had asked!) and "If you wish not to go ahead and just order parts yourself, when you collect your vehicle the parts counter will be able to provide this information for you". After 20 minutes or of me trying to get them to call me on my home number, I eventually got someone at the service centre. I spoke to a young lady about my car and the suggested repairs. This conversation went on for a while but the basics are this, I asked again if the “DPF Exhaust Sensor” that required replacing, was actually the Differential Pressure Sensor? I was told it was the “DPF Exhaust Sensor”. I asked if the sensor to be replaced was in the engine bay and explained the location of the “Differential Pressure Sensor”. I went further and said that if it was the “Differential Pressure Sensor” I could do that myself. I was told it wasn’t, and that it was on the exhaust and so therefor under the car. Assuming that this wasn’t the sensor I thought it was, I agreed to continue with the work. I was told that as it was late in the afternoon I wouldn’t be receiving my car back today. To cut a very long story short, this has carried on, getting worse and worse. I have gone so far as to request evidence to prove that the DPF work was actually carried out at all. In order to ascertain this, I asked them to supply a copy of the DPF fill levels relating to my car. What I actually received as "proof", was a copy of DPF data relating to a completely different model of car. When I emailed the Senior Service Team Manager, Michael Roberts about this, he apologised and said the information had been supplied in error. It took a further two days for me to eventually receive any data relating to my cars DPF. However the data that was sent was actually generated on the same day 23-11-2020 at 13:31 and not on the day the work was supposedly carried out 12-11-2020. I have made a subject access request for the call recordings in order to prove I was misled, before any work was agreed to. As I write this lengthy review on 02-12-2020, I am still without return of my car, not until I settle the bill anyway, which I am unwilling to do, at least until I get to a satisfactory conclusion. The saga continues.....

Having escalated this complaint to Gary Savage and to receive a garbage response, now is the time to share my appalling experience of this ignorant outfit. Having paid £48/month for the Merc Service plan it came as a shock when, without telling me, they now impose a £30 charge on loan vehicles and refuse to offer a collection service. I then hard to drive to the branch for a pre-arranged, scheduled time t drop y car off for the service and MoT. Upon arrival, I was left queuing on the road at the end of a long queue, with the security guard saying it would be at least 20 minutes before I could even book the car in. I told him to forget it and to to ensure the service desk call me to explain and re-arrange. No call was received. They claim they have attempted to contact me - and they are indeed liars. They couldn't care less on the day or any time since. If you have a Merc avoid this ignorant outfit like the plague. It's not as if I'm alone in this sentiment - sadly one that Gary Savage (CEO) couldn't care less about. At one time MB was the Gold Standard in customer service - now it is simply overpriced garbage delivered by ignorant retailers.

Hi my name is mr parish I experienced a few problems With my car and the service manager michael Roberts at Mercedes Benz dartford went out if his way to help me he went above the call of duty and helped me to solve my problem With my car it’s a shame other garages ain’t got managers like him I will definitely use Mercedes dartford again as the after sale service was very good and with out fault thank you mr Roberts

This micky mouse dealer can't even be bothered to answer their phones - No wonder they have so many unsold vehicles in stock!

Would like to warn everyone from this branch's service department. They are really bad, ignorant and would not wish anyone go through experience I had with Mercedes Dartford today. You are better off just going across Thames and do your service or fix at Lakeside. So what happened... I had to change glow plugs so a week ago I said I bought them and would like to have them exchanged. We set up a date for today and I was to receive a call with pricing. Guess what ? Nobody called. So decided to pay a visit to make sure I am happy with the price. Spoken with one service guy who said no problem and as I have my own parts its just going to be labor which was around I think £118. I said fine as price is ok. When showed up today (I second in the queue) I am told that mercedes does not fit parts which weren't purchase at mercedes. I said why? I was told a week ago as I bought parts at eurocarparts that its fine and that I was even given I quote for today. But it didn't matter. As confirmed by manager just now they don't fit parts outside of their shelves. I said ok. As I also had a recall repair I told them to just do that free repair and that I wont be changing glow plugs today. I sat down and waited. My phone battery died so I couldn't go anywhere cause they wouldn't be able reach me if they would fix the car. So wanted to get aprox time so I could decide if I should go or wait. Unluckily I have asked a question that to a wrong person... her name was Claire (if it's true - that name I was given later). When I asked if I could know what stage is my car's repair at... I received a cold look and was asked to sit down and that she will come and update me. She said it was a repair so it takes a while and if I wasn't asked I should sit down. I wanted to explain that the main repair was cancelled and it's only a recall repair but she wasn't listening. I was asked to go and sit again and that she will come in a moment. So I did. It's now over 3 hours that I am at the site. I can see Claire coming around me and talking to other customers once, second and third time - I am ignored completely... So at 4th time I can see her so decided to ask the question... maybe I won't be killed by her cold sight ... hopefully... Unfortunately Claire was still in bad mood and told me: 'Can't I see I am with customer. Sit down I need to deal with him'. So apparently I was not a customer anymore - Just to remind I was second in a queue arrived at 8:00hrs. So if Claire was to busy I decided to speak to someone else meanwhile asked sales person how could I complain as one person was really rude. He asked which department. I said I don't know that young lady with straight hair and green jacket... His answer was: ' Ah yes service staff. They are like that'. I taught really? So that is a standard and nothing will change? I rarely comment. Something has to be really good or horribly wrong for me to go through the effort... This time it was the latter. Managed to spoke to other (this time male) staff from service dept and he actually listened and moved my car forward in the queue as nobody was yet attending to it as it was suppose to be picked up at 5pm?!??!? How could I know? So Claire wanted me to sit on my ass till 5pm??? I was just asked to sit down never told nothing until now ... horrible. Claire if that's her real name was rude and arrogant. At the end my new staff member told me that job was done and by the way I should be aware that my glow plug and engine light is on and those should probably be exchanged ! ... Wow seriously wasted day. Never again Mercedes Dartford. Lakeside is far more professional and caring! just go there and save yourself a day and frustration.

IF YOU WANT YOUR CAR DAMAGED TAKE IT HERE THEY SERVICED THE CAR REPAIRED A SLOW PUNCTURE DAMAGED THE ALLOY WONT FIX. PAINTING THE DOOR THAT THEY DAMAGED TAKES 2 DAYS MAKING ME FEEL LIKE THERE DOING ME A FAVOUR . PUT PETROL IN MY SON' s DIESEL A CLASS HE WAS BUYING. MERCEDES DARTFORD IS A TOTAL JOKE GARAGE AVOID.