Mercedes-Benz of Hertford - Hertford

Mr K.

Absolutely terrible experience with Mercedes-Benz Hertford. My mum’s car was booked in for a repair, and they took four days just to bring it into the workshop for diagnosis—it was just sitting in their lot the whole time. During those four days, we weren’t offered a courtesy car, despite asking.

Then, once they finally looked at the car, they told me they could now provide a loan car. So, I arranged to pick it up, left work early, and even paid for a cab to get there—only to be told on arrival that they had no cars available! No prior notice, no apology, nothing.

The lack of communication and professionalism is shocking for a brand like Mercedes-Benz. If you value your time and money, avoid this dealership at all costs!

James Y.

Part of my brand-new car literally flew off while I was driving. Mercedes-Benz of Hertford admits this wasn’t caused by any damage, yet refuses to cover it under warranty because they claim there’s no way to “evidence” that the part was faulty.

To make matters worse, they then have the audacity to charge three times the price of the part just for painting it a basic black.

This is beyond disgraceful. Mercedes-Benz is supposed to stand for quality, yet my car is falling apart on the road. Safe to say, I won’t be owning a Mercedes-Benz again.

Fatih Y.

I recently contacted a Mercedes-Benz branch to book a service appointment for my car. During the initial call, I was informed that the cost of the service would be £395. I also inquired about the Mercedes service plan, and the representative promptly emailed me the details. After calculating and comparing my options, I decided to proceed with just the standalone service.

A week later, I called back to confirm my booking and was surprised to find that the service price had increased to £445. As a long-time Mercedes-Benz customer, I find this kind of inconsistency deeply disappointing. It’s not about the money—it’s about the principle. Such behavior does not align with the high standards and reputation I expect from Mercedes-Benz.

As a result, I have decided to contact another branch, even if it means traveling further, to ensure I receive fair and transparent treatment. Additionally, I plan to share this feedback with the Mercedes-Benz head office, as I believe this experience deserves attention.

Abhishek R.

Disappointing Customer Service for a Mercedes GLE

I recently purchased a used Mercedes GLE Class from this dealership and while the car itself is fantastic, the customer service left a lot to be desired.

From the beginning, it was impossible to speak to a salesperson over the phone. All communication was handled via email, which became quite frustrating when I needed quick responses or clarifications. It felt impersonal and disorganized, not what you'd expect from a luxury brand.

The customer service was extremely basic, with very few extras offered despite the high cost of the car. To add to the frustration, no second key was provided at collection, and I had to make a separate trip the following week to collect it. This should have been sorted out beforehand, and it showed a lack of attention to detail.

What really stood out was the lack of effort from the staff. They always seemed too busy to provide any personalized attention, and no one was willing to go above and beyond to ensure I had a great experience. It's clear that, here, the car sells itself, and the dealership doesn’t feel the need to put in any extra effort.

I had an image in my mind of what a Mercedes dealership should be like—top-tier, exceptional customer service. Sadly, the experience here didn’t even come close. The quality of the car doesn’t match the poor service I received. I’m not sure if this is a result of the dealership being taken over by Group 1 Automotive, but it seems like staff morale starts at the top. Need I say more?

In conclusion, if you're only looking for the basics, this dealership will suffice. But if you expect the kind of high-end service that should come with a high end Mercedes, I’d suggest looking elsewhere. I certainly won’t be returning.

Josh K.

Gary was always an absolute pleasure to deal with and really went above and beyond my expectations when collecting and dropping of my car for some work that had to be done. He even topped it up with fuel when dropping it back. GARY IS A STAR!

Paul S.

Liam was great to deal with from start to finish, made me feel very welcome and had me in and out of the garage efficiently on both drop off and pickup. I was kept up to date with the status of the service and was called as soon as the car was ready to pick up. Great service all round.

Mohammed Z.

Booked my car in for a Service A today, all done while I waited in the rather nice lounge area, with loads of coffee/tea/soft drink options, TV and even a little playstation games for the young or young at heart. £10 discount online for paying in advance. Very good prices, much cheaper than Waltham cross dealership. Great customer service provided by everyone from the receptionist to the technician, very professional, friendly and courteous, much better experience than other Merc dealerships I've used in the past. Would highly recommend.

Jayne A.

Poor after sales service. Never supplied charging cable with second hand electric car we bought, despite chasing and chasing with calls and emails. After much harassment eventually got the charging cable.
Further edit. 9 months after purchase the sunroof drainage channels were blocked by no fault of our own. The previous owner clearly regularly parked this car under a tree therefore causing these blockages. It cost us over £2k to fix as told not under warranty! Clearly this garage did not carry out sufficient enough inspections and maintenance of the car before resale. Not good enough for a supposed premium brand.