Easternwestern Avaliações 

Beware the Mercedes Garage at Newbridge is a terrible place for service and repair work. Jamie is a liar and the manager Mr Elliot is a crook

Awful garage, had my car to repair a fault and returned the car still faulty (twice) avoid, I am now having legal proceedings against the Newbridge branch and contacting BBC Watchdog about them.

Contact watchdog with your issues, they shouldn't be allowed to treat customers like this an con them out of £2300 for a repair that they haven't completed / broken something else in the process.

I only got one update at the first week and then I call on the second, third and fourth, they claim they couldn’t give me any update and when to collect since they COULDNT FIND THE BODYSHOP WORKER FROM THEIR OWN COMPANY FOR 3 WEEKS!!!!!!
This is hilarious to me, I mean just listen to what you said, you all working on the same place and you couldn’t find a person for 3 weeks

They told me they will call me back everytime I called them but they never fuxking will.

Choosing this AUDI APPROVED is the WORST DECISION I have ever made

Very unhappy with the service at Mercedes in Newbridge. We purchased the car last year in July and after the first month we noticed the heated seats were not working. When we contacted the team in Newbridge they were not helpful and said there is nothing they can do.

A year later July 2023 after the heated seat issue , we were on a family holiday in Poland. The car completely stopped working, the window wipers kept turning on and the windows were not shutting with the car not being able to turn on. Once we contacted Mercedes in Poland they said without the UK getting in touch they could not do anything. After all this we finally managed to get to a Mercedes store in Poland and they let us know that it will be £4000 to fix as the turbo module and the module that controls the driver assistance and gear changes. We had the car reset and they told us it was safe to drive home for the time but this needs to be fixed once we are home.

Just two days after we got home this happened again and we could not drive the car. We got the car recovered and received a curtesy car. We were in touch with Jamie and he was advising us that the car will be fixed and we will receive a copy of all the faults with the car, after phoning at least 6-7 times and a lot of emails we still haven't received any information and were told to pick the car up if not we would have to pay for the curtesy car.

We arrived at Newbridge today to pick the car up and noticed that the front bumper still has not been fixed and no sign of paperwork either. The customer service has been shocking. Paying a lot of money for a car for it to break . Staff were rude and did not know what they were talking about.

Dear Martyna Dybowska,

SL21OHX
W1N1671232A473768
Mercedes-Benz GLE 167
24.06.2021

Thank you for contacting Mercedes-Benz on 05.09.2023. We’re sorry for the delay in responding to your enquiry. The launch of a new system in our Customer Assistance Centre has meant that it's taken longer than usual for us to respond to our customers, and in turn, this has led to longer wait times than we would expect. We are working to improve the situation and are confident things will be back to normal soon. Thank you for your patience.

I am sorry that your experience of Mercedes-Benz caused you to contact us. Mercedes-Benz of Edinburgh were asked to review their contact with your car and the concerns you had raised regarding an outstanding fault. As you have requested to reject the car and did not want to have it returned to you, Mercedes-Benz of Edinburgh were asked to confirm their position regarding this as the Seller of the car.

Mercedes-Benz of Edinburgh have advised their final position is that the car has been repaired in relation to the steering control module and heated seat issue. They advise that the turbocharger which was alleged to have had an issue was showing no fault codes and as such they could not suggest any remedial work at this stage.

They advised that the car was ready for collection and confirmed that the Sales Manager and Service Manager ha confirmed that the car had been given a clean bill of health. I understand that the Sales Manager had arranged a meeting to confirm their position on this.

In light of their findings, Mercedes-Benz of Edinburgh have stated that there are no grounds for rejection. This has been stated as their final position and this is a decision for the Selling site and not one that Customer Service can influence.

As Mercedes-Benz of Edinburgh have stated that they do not support rejection of the car I am only able to advise that you speak with your finance provider if there is one as they may be able to assist you further.

With regard to the travel expenses you described in relation to a trip to Poland, our Roadside Assistance service would not cover travel costs in this manner. Only onward travel such as a journey home or repatriation where a breakdown has occured outside of the UK are covered. Mercedes-Benz of Edinburgh have also confirmed that they would not cover the travel costs mentioned.

I do understand that this is not the response that you were hoping for and I am truly sorry that I cannot meet your expectations in this matter.

If you are unhappy with this final decision or feel this matter is unresolved, you can seek advice with a CTSI Certified Alternative Dispute Resolution provider, including The Motor Ombudsman who may be able to resolve your complaint in appropriate circumstances. Details alternatively their telephone number is 0345 241 3008 selecting option 1.

If you have any questions, please contact us with your case reference 02200936.

Yours sincerely,

Hayley

Customer Service UK

My car went in 5 weeks and 1 day ago from time of writing after VERY MINOR damage caused to the bumper by someone when my car was parked and unattended. I am still no closer in getting the car back.

I have been phoning regularly for updates however am always given the same excuses- new members of staff, I.T issues or the guy in charge of the body shop has just left his desk. I have also been told on a couple of occasions someone will phone me back in relation to my chaser call which never materialised.

The 3 working day updates are sporadic at best.

For over 5 weeks now they have been waiting for a bumper grill and a couple of clips apparently due to a delay with Honda. I have also been told for the same amount of time that it has been booked in with a painter however no actual action has been taken as far as I am aware.

I have had an expensive courtesy car for the whole time, surely an unnecessary waste of money for all parties involves.

I am sure that had I chosen a garage myself to carry out these minor repairs I would have had my car back in a fraction of the time that it has taken so far.

If you have any choice in whether your car gets repaired here or not - AVOID. It may be some time until you see it again and it's not worth the frustration of constantly trying to get updates.

It also awful service that after all this time in the garage I still have absolutely no idea when my car will be fixed. Will it be another 5 weeks? Or another 5 months? Who knows?!

I have used this BMW for servicing for the last 3 years and have also previously purchased vehicles from them. Because my current new vehicle was not provided by them they refused to help me with a simple query. Very poor service and certainly not what I would expect from this brand.

Avoid avoid avoid Eastern Western Accident Repair Centre. They seriously let the Eastern Western name down.
Nothing short of a terrible experience from start with reception when booking my car in to picking my car up, apart from one lovely maturer lady at reception.
Three weeks one day to fix something that they estimated would take three days!! Slight underestimation. Maybe if the initial review on the car took longer than thirty seconds they wouldn’t still be ordering parts three days before pick up or better still order any required parts as you’re stripping the car so they are available for the rebuild, completely incompetent. Not to mention the job sheet shows the car being worked on for a total of 14 hours!!! What on earth have they been doing for three weeks with my car. Nothing, thats what as i traced it on my mini app, wasn’t touched for three days when I dropped it off, just costing my insurance a ridiculous amount for the curtesy car which I am glad i waited four months to get otherwise I’d of been stranded for three weeks without a car due to their incompetence.
Picked the car up to a broken windscreen wiper blade which I did not take my car in with as it would of scratched my windscreen while using it and I take serious pride in my car. They removed the bonnet to repair the car & washed it several times (just on pick up alone, I’ll get to that) but given it’s a wear and tear part they just decided they would deny liability for this!!! MY CAR WAS NOT TAKEN IN WITH A BROKEN WINDSCREEN WIPER. Being accused of lying doesn’t sit well with me.
Then theres the glue on my bonnet, my car had a 50% respray on the bonnet. Not sure why as there was no damage to the bonnet (all minimal damage to the lower front end of my car) but none the less tried to pass the two clue finger prints off as bird poo, I might be female but I’m not thick it was not bird poo. It was taken away and washed and scrubbed with what I can only assume was a Brillo pad & was presented to me 10 mins later scratched where they had scrubbed trying to get the ‘bird poo’ off!
I asked reception for the email of address of the manager while my car was taken away yet again and was told by reception you can’t have his email address nor do they have a complaints address, not sure why as I’m sure they are many complaints going by the star rating.
Car came back from being polished low and behold it wasn’t bird poo!!!!
I had also kept the plastic coating on the touch screen in my car from purchase 18 months ago to stop my nails scratching the screen which they have removed.
Finally parting flippant comment from the male dealing with all this who was seriously uninterested and seriously lacked customer service skills was ‘nice car’!!!!! How unprofessional.

How do you actually buy a car here?
I went in three months ago and told a salesman what I was after and that I planned to buy in April. I even confirmed my details by email the following day.
i have seen multiple examples of the Mercedes model I was after on their website since, yet no call.
Went in last week to look at one and couldn't get anyone's attention. Bought a cracking one that day less than 3 miles away.
Not the first time I have not been called back when going to Eastern group.

Very poor service. The oil warning light comes on in a six month old transporter. We call the dealership to get this looked at and it is a four week wait. So they are happy for us to drive around in a van with the warning light on for a month. Due to unforeseen circumstances we had to change the appointment at the last minute and were told that we had to wait another month. When I called, they thought it was booked in for a service?? Because we were concerned about the oil light being on, obviously more than they were, we called out to the AA Who told us that this type of Van were notorious for needing the oil topped up from time to time. I have no idea why the service department at Volkswagen Western commercial did not alert us to this. A whole lot of stress and hassle could've been saved if
they had of told us just to put another couple of litres of oil in. However, do not agree that a six month old van should be burning oil? I don't think I'll buy another Volkswagen van again.

I bought a used Porsche Macan from their Lexus outlet in Edinburgh. When I first enquired about this car they told me that it had been taken in part exchange at one of their dealerships. I travelled from Preston to collect the car, and as soon as I got on the motorway, I noticed a noise throughout the car. I assumed it was tyre noise, but it turned out not to be. I bought this car as a birthday present to my wife, and for us to travel to Italy for our daughters wedding. I spent the weekend with my wife driving it so that she could get used to it. On the Monday, she went out in it to go out with a friend. After collecting her friend, she was approaching a set of traffic lights, and when she applied the brakes, she had total brake failure! Fortunately, there were no other cars there, so nothing for her to hit. Potentially, her and her friend could have been killed. She managed to drive the car very slowly to a garage around the corner. They put the car on a ramp, and found that a rear brake pipe had been fitted incorrectly and was rubbing against a drive shaft, which had worn a hole in the brake pipe. I rang the Lexus garage to tell them of the incident, and that I wanted the car to go to our local Porsche garage for repairs. The man I spoke to even questioned why I wanted to to go to Porsche! The car was subsequently repaired at Porsche, and Lexus paid for it. So back to the original problem of the tyre noise. It turned out to be a worn wheel bearing, which I had to claim on the warranty to have repaired. So this is a car that they had serviced, carried out an MOT (and passed with two major faults), and a "multi point vehicle check", yet wasn't actually fit to be on the road. As for it having been traded in, I found paperwork in the glovebox to show that it had actually come from a trade auction. This is supposed to be a prestige car dealership, but in reality is no better than a dodgey back street dealer, and we haven't even had an apology from them for endangering our lives. Do not buy a car from these people.

Would never touch this bunch of unscrupulous so called Mercedes service agents. They take your car and won’t give you it back as they say there is something wrong with it. They promise work will be done then say the parts are still on order. They don’t return calls or even apologise

Got my Lexus repaired in November 2022, four months later today and still chasing them to have the Supaguard reapplied. I only chose the guarage because it is Lexus approved. But I would never recommend them to anyone, I have already complained to Lexus and won't stop until I get my Supaguard!

Stop thinking of profit and give customers value for their money.
Also techs are not happy eg morale
because of time schedule. No quality just time on the job

Mercedes Newbridge: Was contacted to book car in for recall work, but they failed to order the parts and didn't notice until they'd had the car for most of the day, so I wasted a large amount of time travelling to and from the dealer.
Second attempt: Car was booked in again, but they failed to start work until late on Friday afternoon, so obviously wasn't finished for the weekend. This meant I had to travel again to exchange courtesy cars as the one supplied was not suitable for my weekend plans. Service manager offered a token of apology.
Nothing was forthcoming when car picked up on the Monday beyond a promise that the service manager would contact me, which has never happened.

One of the recall parts was some interior trim which has been replaced with a different colour part. I was never told about this change either before or after the work, despite raising a complaint with Mercedes UK.
I have raised all these issues with Mercedes UK who have instructed the dealer to contact me to resolve several times, but still nothing.

Mazda Newbridge have proved to be a first class company in my experience. They fitted a Mazda towbar and electrics to my car professionally and cheaper than towbar companies. A recent service was carried out by a master mechanic who also swapped wheels at my request at no charge and provided a video check. Friendly staff, dog friendly, good coffee, modern warm showroom. The on-site radio is a bit loud however.

Company full of attitude, staff members who wish to avoid responsibility and directly ignore all requests and make mistakes repeatedly. Just avoid as they wont listen to you.

I have dealt with some bad car dealerships over the years but Western Toyota is by far the worst.

This is a company which does not have a complaints procedure but has a Franchise Director who has "full autonomy to resolve each complaint". It is also a company which acknowledges in writing that it is "hugely disappointed in [my] customer experience and would like to apologise for [their] inability to resolve [my] initial complaint" but then does absolutely nothing to resolve the issue and closes down all correspondence on my complaint.

It is unfortunately that I am now having to progress matters by separate actions against the company. Western Toyota certainly wont be getting any of my business in the Future.

I went to Mercedes Benz Newbridge with my Mercedes C Class because I saw an oil leak under the car at the gearbox, having a Full warranty from Mercedes Benz I called the warranty team to personally check if the warranty covers the costs to fix this problem and they told me that they cover as well the cost of removing the gearbox and engine if necessary to fix this problem. The biggest surprise is that the service instead of solving the problem with the oil leak they ask me to pay £350 to service the gearbox and then they will recheck to see if I still have an oil leak, in place to fix the problem and make a warranty claim to cover the costs of the work, but they prefer to pay the customer directly because in this way they can extra charge without any explanation, while they can't do that with the warranty.

I wrote asking for the price of a B service kit for my C Class Mercedes and gave its registration number. I got a link to the service kit for an E class W213 (Genuine Mercedes parts E Class service kit E200 E220 w213 OM654 DIESEL engine oil and filter) whereas my car is a W205! I asked why I was directed to parts for an E Class when I am driving a C Class. The response was disgraceful. God help anyone buying a Mercedes from this dealership. The nonchalant attitude is a disgrace.

Last year July 2017 my car KV17CGG underwent a scheduled major service and MOT at Barnett’s St Andrews. When I arrived to collect my car, I was made aware that the service department indicated that there was an oil leak between the engine and gearbox. This alleged leak was highlighted on the accompanying video and my new MOT certificate.
Upon returning home I studied the video with particular focus on the deposit on the engine, gearbox flange, did not appear to bare any resemblance to engine oil. I initially asked my son, a mechanical engineering supervisor for his opinion. He advised that I get a second opinion.
I was fortunate to have an experienced ex VW mechanic carry out an inspection of the said area. His comment on the initial inspection was. It looks like you have been through some water and picked something up.
The area in question was cleaned up. Over the next four months and 4000 miles I was asked to return for further inspections at regular intervals. I now have photographic evidence that was taken after each inspection which clearly shows that there is no evidence of a leak between the engine – gearbox.
I have been a loyal customer to Volkswagen with Lex, Glenvarigill and Barnett for the past 29 years. However my efforts to prove that the alleged leak did not exist have saved me a potential £873 repair bill.
Following the subsequent inspection I presented the photographic evidence to the Aftersales Service Manager to show that the alleged leak does not exist. I am not a mechanic but I fail to understand that a seal on a high revolving component between the engine and gearbox could seal its self-up and stop leaking, yet he still maintained a leak exists!!
My overall experience since collecting my car July 2021 has left me with a potential devaluation of my vehicle with the alleged oil leak being highlighted on my MOT certificate. Needless to say this experience has left me with a lack of confidence in any of my future servicing requirement being undertaken at Barnett’s St. Andrews.
My car has recently undergone its annual service and MOT, no defects or advisories being recorded.