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Recent reviews

Ade

Ade

Rated 1 out of 5 stars

Extremely disappointing and stressful experience with Mercedes-Benz Financial Services I honestly cannot express how disappointed I am with Mercedes-Benz Financial Services. What should have been a straightforward end-of-contract vehicle return has turned into a long, stressful and extremely frustrating situation. My Mercedes-Benz finance agreement ended in September 2025. I intended to return the vehicle and had every intention of doing so properly. However, I was not given a clear specific collection date and time when the agreement ended. I had to repeatedly contact Mercedes-Benz myself to chase the return arrangements, and only after I chased them was a specific collection date arranged. Despite this, I am now being pursued for £789.04. To be absolutely clear, I accept the genuine outstanding final rental payment of £419.76 and I am paying this. Following my telephone conversation with Mercedes-Benz Finance, I understood that I could pay a minimum of £10 per month, and I have already made payments and set up the standing order. The remaining £369.28 relates to disputed vehicle return/late-return charges, which I do not believe are fair or justified given the circumstances surrounding the collection arrangements. What has made this experience even more concerning is that I have been told that my previous complaint was not upheld and that I supposedly “escalated” the matter to the Financial Ombudsman Service, who agreed with Mercedes-Benz’s final response. I have no record of agreeing to any such Ombudsman decision, and I have asked Mercedes-Benz to provide the alleged Ombudsman case/reference number, decision and evidence that it was issued to me. I am still waiting for proper clarification. I have also requested evidence showing exactly when and how I was allegedly informed of a specific deadline for returning the vehicle, together with the contractual basis and full calculation of the £369.28 charges. What I find particularly unacceptable is the lack of transparency. I have tried to communicate with Mercedes-Benz and resolve this matter reasonably. I am not refusing to pay the amount I genuinely owe. I am disputing charges that I believe arose because of Mercedes-Benz’s own failure to clearly arrange the vehicle collection, and I expect them to properly investigate this rather than simply demand payment. For a company operating under the Mercedes-Benz name, I expected a much higher standard of customer service, communication and professionalism. Instead, this experience has caused me considerable stress and frustration and has completely changed my opinion of the company. A premium brand should provide a premium level of customer service — especially when something goes wrong. Unfortunately, that has not been my experience. I would strongly recommend that anyone taking a Mercedes-Benz finance agreement carefully keep records of every email, telephone conversation, payment and collection arrangement, because resolving an issue afterwards has been extremely difficult. Based on my experience with Mercedes-Benz Financial Services, I would not recommend them.