Mercedes-Benz of Reading
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- Based on 35 verified purchases in the last 3 months
Mercedes-Benz of Reading Verified Purchases
Total Active Purchases:
342
(Verified: 342)
My experience at Mercedes Benz of Reading could have been better because they should not be selling cars that haven't been properly prepared for sale. Selling cars with obvious known faults is unacceptable. The process of putting things right is still ongoing (4 weeks up to yesterday) and I needed to escalate to the CEO.
The car was sold with multiple faults that should never have got through the pre-delivery inspections. Communication has been patchy throughout the entire process and I have had to keep chasing.
Last week I was told the car was ready to collect and I received a call en route telling me that there were still faults that would need to be fixed. Yesterday one of the fault codes disappeared on the app indicating that work had been done and the car had covered 14 miles, which we can assume was a test drive but still no update.
The faults on the car were: Rear tyre pressure sensor failure, rear seat belt sensor failure, exhaust tips/trims not correctly fitted. A new rear Signal Acquisition Module needed fitting and then a new air mass sensor.
I asked for photos of the SAM to see if it was damaged by water ingress, which could indicate sunroof issues but haven't received any.
I logged the complaint with Mercedes-Benz UK but the only contact I had from them was asking me to rate my experience on the phone with the lady who took the call.
It's now 29 days since I paid for the car, 22 days since returning it for fixes and I am still not informed.
PDI processes are not fit for purpose. Comms are sporadic; calls aren't returned when promised.
Delegation of calls to colleagues because "he's busy in meetings" is an indicator that there is not a culture of customer care. There would be no meetings to go to if there weren't customers. I would have no hesitation in stepping out of a meeting to call a customer with an issue. I'd also make a point of coaching my colleagues on it too.
My complaint and issue is due to systemic and cultural failure of an organisation that needs to refocus itself on customers through its actions, not just with mission statements.
Hello Sean,
Thank you for taking your time to leave this review. I am sorry to hear that your experience has left you feeling this way. We have forwarded your details onto the relevant management team who will investigate your concerns in more depth.
Kind regards, Dean.
Fantastic experience with Henry, love the car, experience and everything from start to finish.
Hello,
We're really glad to hear that your experience with us was fantastic! We're glad you loved your new Vertu vehicle and appreciated the attention to detail throughout the process.
Kind regards, Dean.
I would not recommend Mercedes Benz of Reading because their staff seem utterly incompetent, lie, then don’t get back to you.
Hello Joshua,
Thank you for sharing your experience with Vertu. It's unfortunate that our team fell short of providing the service you expected. If you have any concerns or issues, please reach out to us at digitalcustomerexperience@vertumotors.com with reference number VM1JF0703 so we can work together to resolve them.
Kind regards, Matthew.
Really well looked after. Decent levels of service throughout the purchase and aftercare
Hello Samuel,
Thank you for sharing your positive experience with Vertu! We're really glad to hear that our team provided you with a great level of service from start to finish, and we'll keep working hard to maintain those high standards.
Kind regards, Matthew.
I would not recommend Mercedes Benz of Reading because my sales rep wasn’t there on day of collection and I haven’t heard from him since, there was a part third-party dash cam installed and left on the car which I didn’t know about, there were issues with the finance (not the dealership’s fault) my sales rep refused to change finance paperwork when asked on one occurance.
Hello Mr Leeming,
Thank you for sharing your experience with Vertu. We apologize that our sales representative was not available at the time of collection and that you did not receive a satisfactory resolution to your issues. please reach out to digitalcustomerexperience@vertumotors.com with reference VM3L0703
Kind regards, Matthew.
Mercedes Benz of Reading were great because No hassle and did what they said they would.
Hello Christopher,
Thank you so much for sharing your positive experience with Mercedes Benz of Reading. We're pleased to hear that the team made it a hassle-free process and delivered on their promises!
Kind regards, Liza
Contact
Location
Hours
Open - Closes 6:30pm
Thursday
8:00am - 6:30pm
Friday
8:00am - 6:30pm
Saturday
9:00am - 5:00pm
Sunday
11:00am - 4:00pm
Monday
8:00am - 6:30pm
Tuesday
8:00am - 6:30pm
Wednesday
8:00am - 6:30pm
