Mercedes-Benz of Solihull After Sales Reviews Summary

Customer Service

Pros:

• "Amazing customer service from Aaron."
• "Liam was very friendly and professional throughout and I am very happy with the service that was provided."
• "Special thank you to Joe who ensures I was kept up-to-date with the progress of the work."
• "Really good service throughout, big thanks to Matt who I spoke to before making the booking he was a great help."
• "The staff at Mercedes Solihull listen to my requirements and meet them exactly, politely and expertly."
• "Technician Nick took kept me informed with progress of my car."
• "Aaron Keavney who constantly kept me informed with updates on a regular basis on the status of the job."

Cons:

• "So disappointed."
• "Appalling customer service, I rang more than 10 times in one day and was unsuccessful getting through."
• "The problem persisted, and I continued to regularly contact the service center to report the fault, but the outcome was always the same – no tangible solution would be offered."
• "Awful. Purchased an approved used AMG 6 months ago with 2 years AMG warranty. I had 3 issues with the car and MB Solihull (LSH) wanted to charge me for investigating the issues."
• "Customer service is awful."
• "Very poor customer service. Staff gives false information about car maintenance updates."
• "Service is horrendous, gave them a whole day to do my service and when I came to collect the vehicle they had me waiting for over an hour and a half."

Communication

Pros:

• "Thank you for great job on replacing my misaligned spring, car drives so much better."
• "At last I've found a garage that treat its customers the way that I like to be treated."
• "I will recommend friends and family to the Mercedes Benz of Solihull Ashbourne way branch."
• "Good wishes to you both and i'd happily return from Leicester just to receive the impeccable service once once again, you have a customer for life."
• "Again my second vehicle services at Mercedes Benz of Solihull was great."
• "Professionalism, expertise and excellent customer services by Liam Richardson and Doug Technician of mercedes benz Solihull LSH Auto UK LTD."
• "Visited the parts department, was assisted by Oli. What a great customer service provided by Oli, went over and beyond."

Cons:

• "No-one has called her with an update."
• "The appointment had been cancelled before and I had to chase them for another."
• "I’ve been trying to contact the service department for the last hour and the phone just rings out."
• "They offered no courtesy car!!! I rang several times for an update where they said they'd call back and they did not."
• "Even though it has been booked it took them about 10 minutes to book it in."
• "Reception staff is rude and give false updates."
• "Communication with Joseph “Joe” Vanes (Apprentice) was absolutely ridiculous."

Quality of Service

Pros:

• "Only recently bought the car, service was absolutely brilliant."
• "The car finally arrived at the Mercedes Benz after sales and I went out to look at the car. No external damage to report."
• "Brilliant as always, staff are always friendly and willing to help!!"
• "Massive massive shout out to Brian at the front desk and Jack from the garage for going above and beyond the extra mile."
• "Have no choice but to leave a review after the incredible service I received at the Mercedes-Benz in Solihull."
• "Absolutely fantastic service! Tom and Ciara were amazing."
• "Mercedes-Benz of Solihull provided me with a professional and exceptional service from start to finish."

Cons:

• "The brake pads have been consistently noisy and the car has been juddering and braking inadequately."
• "Service here has really declined and I wouldn’t recommend anyone to bring their vehicle here."
• "The last thing that made me lose all confidence was my last visit during which they claimed to have fixed my beam bulbs."
• "What an extremely unprofessional experience I have had to deal with."
• "The epitome of all style and no substance."
• "This dealership is one of the worst ones I have ever seen."
• "LSH aftersales should be ashamed of their customer service."

Facility and Amenities

Pros:

• "The first impression someone has of a Company it's the Front Desk people. They are very polite and very professional."
• "Both Nicola and Nick were friendly, professional and pleasant to deal with."
• "Reception waiting room well appointed and had hot and cold beverages too."
• "When my car was being serviced, I waiting in the lounge. Had a nice desk to do my work. Good ambiance."
• "Lovely reception and waiting area, plenty of well dressed staff."
• "I was able to do my work in their spacious waiting area where they also offer free drinks and snacks for customers waiting for their cars."
• "Car park is very small but customer is on point and they have the free hot chocolate coffee machine."

Cons:

• "Car park is very small."
• "Not again this year I will go just around the corner."
• "The pricing for the work they do is out of this world."
• "No parts to repair and need to wait a month for the second repair."
• "No paperwork given when I went to collect it and the car hadn't been given a clean and a wash."
• "Now when I made the booking I should have been advised that their equipment wasn’t capable of working on/with my car."
• "I never experienced such a bad service and always break their promise in certain period of time."

Reliability and Trust

Pros:

• "Thank you very much I will be back in the future."
• "Good wishes to you both and i'd happily return from Leicester just to receive the impeccable service once once again, you have a customer for life."
• "I will always come back to this branch and cannot thank them enough."
• "Maz was absolutely brilliant, he managed to sort out the problem so quickly and explained everything so I knew what to do if the problem ever occurred again."
• "I once again have faith in Mercedes-Benz."
• "I been coming for last 5 years & I never had any problem or issues with service or staff."
• "Everything they promised, they delivered."

Cons:

• "I will never recommend this dealership to anyone."
• "Service here has really declined and I wouldn’t recommend anyone to bring their vehicle here."
• "Please review their Trust Pilot reviews and heed the warnings!! Will never use again."
• "Instead, I ended up paying £327 for tyres that I did not need."
• "Never taking my car to this RIP OFF place ever again."
• "Booked my car in and on the day I left home early in order to get it to them, received a text message at 2.00pm informing me my vehicle was about to be attended to unbelievable that was 2 weeks ago and I still have not got my car back."
• "This sort of behavior is unacceptable, goes against the Consumer Rights Act 2015 and tarnishes the Mercedes brand reputation."

Efficiency and Timeliness

Pros:

• "They completed my service at the time stated which is brilliant."
• "Work was carried out on time, with a full listing of everything they did and a full valet."
• "Took literally only 2 hours to do a full service for my C63!"
• "The technician had located the fault and replaced the auxiliary battery."
• "Regular updates on the status of servicing and time the car will be ready."
• "Visited mercedes for some key fob batteries, we were welcomed by Prob with a smile and a very warm welcome."
• "Easy 5 stars, fantastic experience."