Mercedes-Benz of Heathrow (Aftersales) Reviews Summary

Customer Service

Pros:

• "Their proactivity and prompt communication significantly eased the process."
• "I'm definitely looking forward to coming back for future Mercedes-related needs, knowing that I'll be in capable hands with Arzu and Quincy."
• "They went above and beyond to ensure that all my issues were addressed in a highly professional manner."
• "The customer service I received from the moment I went into reception was exceptional."
• "The customer service was fantastic, especially Zaffar! He gave me constant updates, so I was always in the loop."
• "Amazing service and experience at Mercedes Heathrow."
• "Great service, great people, very friendly and supportive."

Cons:

• "Have chased this up for months and keep getting assured I will receive a call back to no avail."
• "Inefficiency and lack of customer service all round!"
• "Just useless, should not buy/lease a Mercedes to avoid Mercedes service centre."
• "The customer service I received was the worst I've ever encountered."
• "Worst level of customer service, false promises and I'm still in the dark if I can drive my car next week (due to no MOT)."
• "Speaking to the manager about the poor service was pointless as I may aswell have spoken to a wall as she was completely disinterested."
• "Worst customer service ever!!!!"

Service Quality

Pros:

• "The waiting area was clean, comfortable, and well-appointed, making my wait enjoyable."
• "I wanted to express my heartfelt gratitude for the exceptional assistance I received from the receptionist at Mercedes Heathrow during my recent visit."
• "The service was completed within the estimated timeframe they provided, allowing me to get back on the road without any unnecessary delays."
• "I was really please and amazed by the service Zafar had provided."
• "I have been coming to mercedes Heathrow for years and on my every visit I've received excellent customer service with a friendly approach!"
• "Awesome service from lovely friendly staff that put customer care first. Immaculate facilities and I was given plenty tea and coffee as I had to wait as the loan cars were all out."
• "Outstanding service! Given to me by Zafar in the service department."

Cons:

• "I had high hopes for a positive experience with this business, but sadly, the reality fell far short of my expectations."
• "They even did not diagnose properly as after receiving worst customer service I booked my car with Mercedes Benz of West London."
• "Really frustrated for me, I left my car for replace a part and when I collected my windscreen was fully damaged."
• "After the second day I received a text informing me the car was ready for collection. Upon arrival the car hadn’t been cleaned."
• "Sorry to say that my experience is bad because they not did my service good not put Adblue in even I have had service plan with you."
• "What a pathetic service I just had! The guy who was handling my call was a bit rude and he hung up on me."
• "The service was atrocious from the moment that I dropped my vehicle off until when I returned to pick it up."

Communication

Pros:

• "All in all generally speaking I was very happy with the service given to me as the agent (Mr Quincy) kept me updated regularly letting me know the status at what stage my car was at."
• "Surinder booked the car in and organised a courtesy car with Mercedes recovery."
• "I was called and kept updated. Zafar was extremely helpful and polite and had my car ready in a fashionable time."
• "Thank you especially to Anil Singh for brilliant customer care and communication."
• "The experience from booking in, through to collection was seamless and I was updated throughout the day of the progress and estimated finish time for my service work."
• "Gave us updated during the day and delivered our car earlier than expected - amazing!"
• "Visited Mercedes Benz of Heathrow on two occasions. Extremely impressed with the service, response time and professionalism."

Cons:

• "5 calls with no reply, 'emails sent to the Heathrow branch of a high level of importance' thank you for the radio silence."
• "Poor communication and very bad recall, called 6 times over 4 weeks and still waiting for paperwork!"
• "Appointment cancelled twice. Latest cancellation at the 11th hour ruining all our plans re alternative transport."
• "I had to call repeatedly from abroad to find out the status of my vehicle and despite being promised return calls, my calls were not returned."
• "I guarantee you guys they are going to reply to this review and say sorry we will look into this, just wait for it."
• "Can’t get through on the phone if you do nobody ever answers no one calls back."
• "Made more than 15 calls to them and they just cut the call off without responding."