Mercedes-Benz of Coldstream

The most amazing and caring team. We rented a Mercedes through a car rental in Glasgow and were driving down to York when we blew two tires. We were towed to the Mercedes shop in Coldstream and they treated us beyond what we could have expected. The communicated on our behalf with the rental company and made us feel right at home. Being from Canada it was hard to make phone calls and they assisted throughout the ordeal even driving us to the train station 30 minutes away when we discovered our holiday would be put on pause slightly while tires arrived. Thank you for your kindness and your going well above what would be considered necessary. What a great team.

Perhaps the only Mercedes dealer in the country not actually interested in selling cars! Dealership advertised a new C Class with an offer price expiring in a few days. We were ready, willing and able to purchase for an elderly parent. However, they insisted they would only sell the vehicle if the elderly parent attended the dealership in person to sign documents (wholly impractical by the offer “deadline” as we live down South). Worse still, they would not allow a family member with full authority from the purchaser to come up to Edinburgh and collect vehicle in their place. Reason: they need to do “identity checks” which can only apparently be done in person. This is clearly nonsense as all Mercedes identity checks for new cars are conducted securely online and there are numerous ways in 2023 of checking if a purchaser is legitimate like getting on a video call, using apps such as YOTI etc etc. Another FRIENDLY Mercedes dealer in the U.K. happily obliged us without our elderly relative having to appear in person, and arranged for new car to be delivered directly to us. I was told by a manager that Edinburgh apparently need to scan your identity documents with special “infrared” equipment whilst you are there in person. Dear MB Coldstream/Edinburgh, we are buying a car with funds coming from the bank account of the purchaser, all credit checks & documents in order and easily verifiable, NOT trying to access MI5 headquarters, the vault at the Bank of England or access FORT KNOX!!!! Sounds to me like there is another reason why the vehicle is being held back, as it’s totally incomprehensible that a car dealer would put up nonsensical barriers to buying a car. Poor service. And even poorer reflection on Mercedes new centralised pricing policy where in this case a dealer’s intransigence means we can’t actually get the offer price. But honestly we take modest satisfaction that a better dealer IS getting our business. As loyal Mercedes customers, it disappoints us and may be it’s time to buy a BMW! But certainly not from EASTERN WESTERN GROUP. My advice - buy from folks who actually want your business.

I can’t speak more highly of the service team at this dealership who at short notice were able to repair my car whilst we were staying in Northumberland. Steve and his team were absolutely brilliant and their knowledge and attention to detail was exemplary. Highly recommended.

I have recently purchased a previously owned vehicle from Mercedes-Benz of Coldstream. I have to compliment the staff and management for making the whole experience pleasurable with their friendly manner and their professional depth of knowledge. Every promise to me was fulfilled before I collected the vehicle and I have no hesitation in recommending Mercedes-Benz of Coldstream.

Complete bodge job!! Our Mercedes Sprinter van was towed to this garage when the engine failed to start and we were stranded in Northumberland in our campervan, the mechanics replaced the fuel pump for us and reattached a loose fuel injector with a cable tie. They informed us that the vehicle now started everytime without fail and no further issues were brought to our attention. Only one month later the van brokedown in the middle of a petrol station forecourt near our home in Oxfordshire with a similar issue - the van not starting. The van was towed to a trusted mechanic we have used many times before and he forwarded the below images to us informing us that the work completed only a month prior was to a very poor standard and that we should get in touch with Mercedes asap. All of the fuel injectors had become corroded by diesel and soot residue. All fuel injectors and surrounded parts had been damaged beyond repair and needed to be replaced with genuine Mercedes parts to the sum of £1985.74!! We brought this issue to the attention of Mercedes-Benz customer service in the hope of receiving some compensation, as it is stated on their website that all repairs are guaranteed for 2 years, but the company simply did not want to know. They argued we should have taken the van directly to Mercedes-Benz to inspect the vehicle before any repairs were made if we wanted to receive any compensation, but as we did not know the issue was through a fault of theirs until it was looked at and fixed by a trusted mechanic, they knew they had us backed into a corner and would therefore not help us any further. We have had to pay a total of £2198.74 to essentially have the same repair work made twice and replace with all new parts. I think it is disgusting that a company this large can allow work of this standard and then sit back and reap the rewards of their own shortcomings through genuine Mercedes-Benz parts when their work has to be replaced! Had any further issues been raised when we had the van fixed the first time we would have ensured the work was completed then as their bodged" work has cost us an astronomical amount of our savings and time. Extremely disappointed!!"

A* dealer. Purchased my first AMG from here with some nice rare spec options, and the care before and after purchase was A*. Nothing was too much for Mike or Ian. The dealer went above and beyond to help me after buying the car with confronting a different dealer In England who damaged my car during maintenance. Thank you for an amazing sales experience and after care

I reported a problem this morning and asked if I could deliver the car to have it resolved. Instead they sent a technician to my home and resolved it there, within hours of receiving the request. Then road tested the car and pronounced it fit for use. Excellent service.

I enquired about a used E-Class estate which I’d seen for sale here at Coldstream, and despite initial concerns about the travel distance from my home address Chris the sales executive removed any concerns that I had. He gave me a very accurate description of the car over the phone and sent me a detailed video presentation too. Chris also advised that he could assist with travel and accommodation arrangements should we proceed with the purchase. Although ultimately I didn’t purchase this car my sole reason was simply because a slightly newer vehicle appeared for sale at a dealership just a few miles away from my home.Thank you Chris for your superb pre sales service I wouldn’t hesitate to recommend Mercedes Benz Coldstream!