Sandown Group Avis 

Great and sincere company

Good sales support. Did not feel pressured.

We would definitely recommend talking to Liam. He was very polite, patient and extremely knowledgeable. He answered all of our questions and took the time to find out what we really needed and after we'd chosen a car, he went through all of it's features, which I probably wouldn't have bothered with, but now I'm really enjoying. He also made car shopping with 2 children as easy as it could be, which we really appreciated.

The showroom had nice toilets, including a baby change unit which was very useful.

We have just purchased our first Kia, and if the car is anything like the service we received, I am confident it will be outstanding.

From my very first call to the Salisbury dealership through to the final handover, the level of customer service was exceptional. Oliver, who looked after us throughout the process, was extremely knowledgeable, professional, and helpful at every stage. He took the time to answer all our questions and provide clear advice, without ever being pushy or applying sales pressure.

We were offered a range of options and products that could enhance our purchase, and while we chose to take advantage of some of them, there was never any hard sell or pressure to commit to more than we wanted.

The wider management team were equally impressive. Sam and Scott both took the time to check that we were happy with our experience and that we had received the high standard of service they strive for. I was pleased to confirm that we had.

Overall, the entire team provided a first-class customer experience from start to finish. I would have no hesitation in recommending this dealership to anyone looking for excellent customer service, a friendly approach, and a genuinely positive car-buying experience

Excellent service from the guys at the guildford branch. They were super friendly, helpful and knowledgeable. It made purchasing our car a very pleasant experience 😁

Excellent service, friendly, professional and knowledgable, but above all Tom was incredible patient! I have deal with some car sales men who have been questionable to say the least and Tom has helped restore my faith a little! So thank you! Also love the follow up check in! I feel that if I needed more help or advice I could come back to Tom and ask.

Ashley was very helpful, friendly and sold me a lovely car!

as on previous occasions to get the best deal for me.

Excellent customer service. Chris was on hand to answer my questions and made the whole process easy. Highly recommended!

I purchased a EQA exactly 1 year ago, had the first service and it came back with the Tyers needing to be replaced in 6 months! The car hasn’t even done 4000 miles! I know it’s electric and heavy but replacing at 6000 miles! Come on!
I was also told the wipers need replacing, the car is a year old and it hasn’t rained for 6 months! it all just feels like a massive con on a supposed luxury brand, I have had a number of cars from Audi in the past all turned out to be great cars but the service had gone down hill which is why I decided on a Mercedes, big mistake I feel now, they are not the brand they once were.
The staff at the centre were great and very helpful, just let down by the brand

Amazing customer service! Got a great deal. And the car in time for when needed. Thank you so much James for the quick turnaround

Nicholas B. very good knowledge for what he sold me, politeness understanding for my needs. presentable manner and listening to the customer questions about the perched car.

Good customer service Sam Foulds, clear instructions and clarity in finance agreement.

Excellent staff and a well presented vehicle

Dealt mainly with Sam Foulds and James to a degree.
Sam was professional, friendly and helpfull.

Callum was great but did feel a bit rushed at times
I also have discovered since picking up the car that it is a hybrid and I was not aware of this at the time of purchase.

Olly was informative when we visited and very responsive to all subsequent questions by phone or email

While driving from London to Poole with my three-year-old son, the engine warning light came on and remained illuminated throughout the journey.

After stopping at services on the M3, I struggled to get the car into either drive or reverse. After repeated attempts, it eventually engaged with a significant jolt. On arriving in Poole, the same problem happened again, this time more severely.

I contacted Mercedes-Benz Roadside Assistance. Kevin, the engineer who attended, was excellent: professional, thorough, kind and extremely helpful. His diagnostic equipment identified ten fault codes relating to the electronic transmission, which he explained had been recorded during that day’s journey.

Kevin advised me not to drive the vehicle any distance because it could fail to engage a gear altogether. He deliberately left the fault codes uncleared so the dealership could investigate them. He arranged for the car to go to Sandown Mercedes-Benz of Poole and for me to receive a hire car. He was only comfortable with my partner driving the short distance to the dealership if he followed behind in case the transmission failed.

Unfortunately, my subsequent experience with Craig, the dealership’s customer service adviser, was extremely concerning.

After the car had been with the dealership for four days, Craig told me there was nothing wrong with it. When I questioned this and explained Kevin’s findings, Craig said it had “not recorded any faults for 30 days”.

I found his manner increasingly rude and dismissive towards both me and my partner. At one point, he asked, “Well, what do you want me to do about it then?”

Craig told me the hire car arrangement would end immediately and that I would have to pay for it if I did not collect my vehicle. He assured me the car was fine to drive, despite the transmission problems I had experienced and the explicit advice from Mercedes-Benz’s own roadside engineer.

This left me facing conflicting advice about whether I could safely drive back to London with my three-year-old child.

I went to the dealership that day, without my son, intending to return the hire car and collect my vehicle to avoid further charges. Thankfully, Craig was unavailable, and I spoke to Joanna, known as Jo, on reception.

Jo listened, took my concerns seriously and spoke to the manager. She arranged for Grace, another customer service representative, to take over.

Grace was professional, understanding and reassuring. She extended the hire car arrangement at no cost to me and kept my vehicle for further investigation.

The following day, Grace confirmed that the fault codes Kevin had identified were still on the system. The dealership then identified the failing transmission component and ordered the replacement part.

I understand that intermittent faults can be difficult to diagnose. What I cannot understand is why I was told there were no recorded faults and pressed to collect the vehicle when those faults were subsequently found and a repair was required.

Had I accepted Craig’s assurances, I could have driven back towards London with my young child in a vehicle that Mercedes-Benz’s roadside engineer had specifically advised me not to drive any distance.

Kevin, Joanna and Grace deserve recognition. They listened, treated me with care and helped get the problem properly addressed.

My one-star rating reflects my experience with Craig and the handling of the fault and safety concerns before Grace intervened. I hope Sandown and Mercedes-Benz review both the advice I was given and why the roadside engineer’s findings were initially dismissed.

I expected a much higher standard of customer service from a Mercedes-Benz dealership, particularly when a reported transmission fault and a young child’s safety were involved.

The salesman Ian was exceedingly helpful and explained all the paperwork involved very well.he answered all my questions and let me take my time choosing which car to buy..very pleased now and really love my A class..

This is the third time in I have bought from M.B. Dorchester and have always received respectful, knowledgeable and helpful service. Its nice to be membered after 6 years by the dales persons who sold me my previous vehicle. Simply Good Product, Good environment, Good & friendly service.