March 2024 by Kyle Castle
If you?re looking to buy a car from Sandown Mercedes of Salisbury think again! I attended the sales event at the start of February as my Finance on my current car (which I also bought from Salisbury back in 2020) was due to end.After securing a sale on a brand new car I questioned the Part Ex value as this seemed quite low to what I was expecting but was told this was the best they could offer me. Long story short, I listed my car on Motorway as the estimate was much higher than what I was offered and the sale came in higher than the estimate and to make it even better it was Basingstoke Sandown Mercedes that bid on my Car which is part of the same group!!I was originally advised by the sales Rep that I dealt with to take my car to We Buy Any Car to get a final quote and bring to them on the day of collection so they could attempt to match this but after speaking with the Transaction Manager Kevin Lobley I now know this would not have been the case as this work cannot be updated on the Weekend which is when I am due to collect my car!I think it?s embarrassing to try low ball customers let alone returning customers and provide false information. I advise anyone in the same situation to explore all options before settling on the Part Ex value provided by Salisbury otherwise they will succeed in stealing your car!This whole process took about 3 weeks of back and forth before they decided to match the offer from Motorway even though I was told the best they could offer me was originally £3000 less! No one in their right mind should have to spend that much time on the phone.Due to the increase of value on the Part Ex this meant the quotes and finance had to be re done which the Transaction Manager Kevin Lobley, made it very clear on the phone that he was not happy to do this for me and that I shouldn?t be making changes this late in the deal. This all could have been avoided if it was done properly in the first place!Throughout this whole process I haven?t had any solid numbers or breakdowns to outline what the costs are so it?s very confusing and almost like they?re trying to hide something from me.I did not have any of these problems when I bought my first car in 2020 from Sandown Mercedes, although I will say the Management Team has changed since then. I was very close to cancelling the order but I just wanted the Car and for it to be over as the Car had already been delivered.It was also very disappointing to find out that Gary is no longer with the business as he was amazing and I feel like I would not have had the same treatment with Gary. I was originally speaking to Gary back in September 2023 and he was very informative and gave me breakdowns of 2 Quotes at the time but unfortunately I was too busy to focus on sorting out my car at the time.This whole process has been stressful and diabolical which is the complete opposite to what a customer wants, especially when I am being made to feel the blame when in reality I am the one being ripped off! It?s safe to say that I will not be buying my next car from any Sandown Branches.Lastly, when I went to collect my Car the Sales Manager Darren Hall came over to speak to me regarding the issues with my Part Exchange and proceeded to ask If I would be giving them a 5* Review and if not, he asked me not to leave a Review at all, just embarrassing.After Taking Delivery of the Car I noticed there was an imperfection on the Rear Passenger Alloy which was there from delivery however I did not notice this at the time but I did take pictures to back this up. After raising this with Sandown Salisbury I still haven?t had any update since 9 days ago, how this wasn?t picked up whilst the car was being prepared I do not know.
January 2024 by Conrad Paris Crumbley
Miscommunication from parts department has caused untold amount of problems for our little family. GM very dismissive of the issue and assures me he will look to train their staff and nothing more. 2 day lead time for keys turns into 15 days as also miscommunication regarding documentation needed.They don?t seem to know process or protocol and it?s embarrassing to say the least. No concern that they?ve informed me a job will take 2 days and I?m left without a car and 3 children for 2 weeks. Which I?m gladly told is not their issue.
November 2023 by mrgrantlovett
Poor, stood in the show room and waited and waited, no one seemed interested so left and will buy my car elsewhere.Tried using this garage again and took my car for a service on the 26th October 2023.NO IMPROVEMENT, one word sums up the level of customer service, dreadful. I was underwhelmed by the rep DAVID PARSONS.I arrived with my wife to drop off the car for a service. We were met by a delightful man in the carpark who parked the car for me, I do not recall his name but that was a plus for the arrival. Next, we made our way inside to the Service area and waited for someone to appear. We waited and waited and waited and waited. Finally, I went to find a manager in one of the offices to ask if there was a buzzer or bell, we could push to get some attention. He apologised and went to find someone. He said someone would be with us shortly. You guessed, another wait!Finally, David appeared to do the paperwork, take a copy of my driving licence and provide the key for the loan car.Later in the day we returned for the car with the service completed. However, none of the necessary paperwork had been completed so we waited and waited while DAVID flitted around all over the showroom for around 20 minutes.I won?t be returning to Salisbury again, what a dreadful experience!
November 2023 by Ben Jeans
Spoke to David Parsons, really helpful and outstanding customer service. Thanks for your help David.
November 2023 by Brad Armstrong
I've called many, many, many times to speak to the parts department and nobody ever answers the phone. No option to leave an answer phone message either! Not what you expect from a Mercedes dealership!!
November 2023 by Damian Judd
Excellent work by David and the team when they had my SLK in for sub-frame replacement recently.
November 2023 by barry austin
Great service team , as always I felt looked after and cared for . The fault on my GLA was explained and rectified by a brilliant engineer . Cannot ask for more !!!
October 2023 by James Caley
Great service and price. If your car is 9 years or older you'll get 40% off labour, 15% parts and £20 MOT. Just had Oil service and safety check on my 2012 C Class, £136! I was sent a video of the few things that need attention and car was washed. Highly recommended ?
October 2023 by walter chikove
Excellent and professional service, thanks Matthew
October 2023 by Susan Lankford
Friendly team second time we brought from them and not pressured into buying. Will defiantly be going back again
September 2023 by Stephen Haigh
Fantastic service this morning from the Salisbury service team. Had a weird rattling sound come out of nowhere - popped down was able to get a technician to take a listen - he had time to get the car onto a ramp and spotted an exhaust clamp was broken. Managed to get it fixed immediately. I know sometimes it?s not possible due to schedules but this also shows that if the team can fit you in they will do their best to help - 10/10 to David and his team*****
September 2023 by Nikki Williams
The worst dealership I?ve ever been to.The staff are rude and unprofessional and releasing personal details in front of other customers in the reception area. I would not recommend.
September 2023 by Scott Moroney
STAY CLEAR of SANDOWN MERCEDES of SALISBURY dealership is the best advice I could give.When purchasing a vehicle in July 2022, they could not do enough for me and even sold me all the usual additional insurances such as alloy ins, tyre ins, paintwork cover etc? on the promise that I would get the best price guaranteed when wanting to trade in and/or swap the vehicle in the future. This couldn?t be any further from the truth. DO NOT PURCHASE THESE INSURANCES - they will NOT stick to their word and do not cover what you are informed of by the dealer when being sold it.Having had trouble with a boot that mysteriously stopped working and wouldn?t open (manually or electronically) after only 7/8 months of purchasing the vehicle, I was coincidentally informed that it wasn?t covered by the 12-month warranty because it was a ?seal? that had gone and they attempted to charge £800 for the pleasure of fixing it.After many challenging phone calls and their attempt to coax me to pay a new quote of £400 and then down to £200 just as a means of at least getting something out of me, they had to fix it under the terms of the warranty (suspect the seal was already dodgy upon purchase).Fast forward 2 months and my car was in for its annual service and MOT (did I mention I was also talked in to purchasing the monthly service plan) and you guessed it, it conveniently FAILED (not even 12 months had elapsed). With approx only 2000 miles covered in a 10/11 month period (well under the agreed 8000 annual mileage and very little usage), I was informed that I had a fractured alloy (on the inside front left and an MOT-failing cut in my front right tyre - the stuff they know you?re not covered for).Having told them that I had only done 2000 miles, drove it extremely carefully to avoid any potholes and had not experienced any type of road bump that would suggest I should be concerned about my alloys fracturing, I was then quoted approx £1450 to replace the two faults (alloy and tyre). Quite strange that suddenly, it appeared that by hook or by crook they were going to get me back for my successful challenge with the dodgy boot fiasco.Although no proof, I cannot be certain that the alloy wasn?t already fractured when I purchased the £32.5k vehicle and, after two second independent inspections regarding the failed tyre, discovered that it was NOT an MOT failing tyre.Whilst very disappointed with the hassles I had since purchasing this vehicle, I asked them to value the car with a view to me swapping it. After some tyre kicking and an ?assumed? detailed inspection of my vehicle, I was informed that I had really looked after the car and it is still in excellent condition (+ having kept the mileage extremely low). However, the price they quoted me was now £2000 less than what I still owed on the vehicle. To explain, £5k had been paid as a cash deposit and £6k had been paid in instalments (£11k total). The outstanding finance settlement was £25k and I was now being offered £23k (£9.5k loss in less than a year). Absolutely no ?best price guarantee? for taking out all the insurances and looking after the car so well (their words, not mine) and therefore if I now wanted to swap, I would need to give them a further £2k to do so.Having brought it to their attention about the insurance purchase promise, the attitude was absolutely one of ?we don?t actually give a s**t as we?ve already had the money for the car?. The attitude of some of the staff was rude, arrogant and extremely unhelpful and they could not wait for me to leave.Since leaving the dealership, I have subsequently cancelled all insurances and the service plan. I have cut ties completely with SANDOWN MERCEDES of SALISBURY and informed them I will NEVER purchase a vehicle from them again.Please be aware that once they get you to purchase a vehicle, the minute you drive it away is the minute they could not care less because they already have your funds for the car they sold you (whether faulty or not).Please check your vehicle thoroughly and BE CAREFUL.
July 2023 by zoe wilkins
So impressed with the lady in sales gave me an education on the AMG . Sadly your website on meet the team only has a few photos so could not give her the credit she deserves .My company has every single member of staff on it so you can relate to who you have been dealing with . Maybe you should get some fresh photos and do it properly . For that reason you lost a star .
July 2023 by Ian C
From the first time we met Gary Swaffield at Mercedes Salisbury we knew we were in good hands. Thankfully he is very patient and despite us trying most models he stuck with us and once we had exhausted all other options he managed to source us the perfect E Class which arrived yesterday.No hesitation to recommend Gary in particular but Sean as well and the whole team, were very professional.
