Sandown-group Reviews

Took my car to MB Newbury under a recall to replace bolts During the recall they also upgraded the software The result is I now have an engine management light illuminated When asked why and how this may be resolved I was told the Service Manager would be in touch shortly I have had no contact from them despite 3 reminders over the last 10 days that I have an outstanding issue as a result of their actions Their lack of engagement and customer care is astonishing and discourteous in the extreme If I could give zero stars I would UPDATE - Despite the response from MB to my review I have still no contact from Mercedes after 3 weeks so I have absolutely given up and vow never to use them again - Shocking lack of customer care

Used approves vehicle not ready on date agreed at point of sale and spare key not provided to be mailed later Starboard set up initiated and then employee went on leave meaning the process was delayed beyond pickup USB sockets wet from valeting meaning Android Auto not working on day of collection Insurance products alloy wheel insurance set up against wrong vehicle registration Service plan not set up and when queried I was promised a follow up call which didn t happen

Epsom has Very poor service in parts department it s 5 minutes from my home but I always have to travel to Croydon branch It s unbelievable they are from same company No knowledge and not willing to help Staff don t even listen what you asking them

Expensive is an understatement with mercedes garages I had my car serviced with them back in June and the washer bottle was replaced to solve the pressure issue anyway I rang today as its stopped working again and thought the part would be under warranty oh no its going to cost 260 to diagnose the issue and then whatever the labour and parts cost after that I could bet money on the fact that the filter inside the washer bottle pump is clogged and just needs removing as its a common problem on all mercs but no it needs 260 worth of diagnostics whatever that is Joke of a company to charge that amount

Took my mercedes 200 coupe AMG Line in for the A service 12k Advised service would take 2hrs This service is a basic oil and filter change with a few extra visual external checks Car returned 3hrs and 30 mins later manage mentioned a swift apology as I had arrived at 8am having taken almost 2 hours to get there due to heavy traffic and surrounding road works An advisory was mentioned hower my main concern was on checking the oil capacity next day noticed that the level was just about on the minimum as there is supposedly 6 5 lit of oil required to fill up to the required level that is midway between min and max I calculated I was short changed by 3to4 liters Made a call and advised to drive 32 miles there to Poole from Lymington a 64 mile round trip and it would be rectified this was offered only after I strongly complained regarding the disappointing service with them They sent a driver over to my address 2 days later with 1lit of oil not sufficient to bring the level up to required lipstick half way marker Not even a courtesy call to ensure I was satisfied shows just how they care regarding customers complaints So future customers be warned check your levels before leaving the premises Charging 22 lit online same mercedes brand of oil is 12 Rip off servie cost me 440 and I purchased a further 2lit and added it myself to bring up to correct levelWon t be going back to them will also change my next car from a reputable and honest dealership certainly not this group Three managers dealt with my complaint from different branches as at the time none were available Poor show all round letting Mercedes Brand Down Get a grip and look at your responses to other remarks regarding their experiences with your group It s the negative ones you should look more closely at NOT 5 the 5 star ones

The sale Executive is incompetent I asked him to order me the car I test drove but he ordered the wrong model they are not willing to take the car back nor replacing it with the car I originally wanted they are not willing to accept the mistake they have made nor accept responsibility instead they are putting the blame on me it is very unprofessional the experience I had with Sandown Basingstoke just like dealing with a back street garage

Sales rep didn t mention expensive tax until after the sale had gone through

My A Class had done 27k miles when purchased from Poole in 2018 Since then I have done an additional 30k The engine had catastrophic problems in Dec 2024 resulting in nearly 5000 repair bill Once I got the car back the car suffered problems starting so took it back After nearly 2 weeks of chasing I was told a new cylinder head was needed The cost for this was 5 800 Whilst the car had only limited service history this should simply not happen Mercedes Poole were not able to discount anything and seemed quite embarrassed for that I decided not to have the work done and recently sold the car for a good price I will never buy a Mercedes again having been through this process and Mercedes Poole provided a very sub standard service considering the car had only done 58k miles If you grow money at home then knock yourself out and buy one if not stay very clear of this place All they care about is money and bottomline profit not the customer

I have gone to Mercedes at Guildford for some years now Before the company was taken over by Sandown then Tony Purslow it was a well run company with high standards of customer service But it has gone downhill since then with excessive waiting times and a poor attitude from many of the staff

24 hours before pick up garage chased for monies even though we sent it 3 days previously On pick up day we had a 15 minute wait after our agreed pick up time Only on pick up day were we told some functions we had paid for were not in our new car