Vertu Motors - Mercedes-Benz of Ascot Bewertungen 

I had arranged to test drive a used vehicle, which turned out to be not for me at this time. The manager, Conor, spent some time afterwards chatting with me about my previous cars, what I liked, and what I needed from my next car. He suggested a CLE Coupe, which I would not have considered. We checked my golf clubs and trolley would fit in the boot, which they did comfortably, I loved the car on the test drive, and we agreed a very fair deal on my part exchange. I felt that Conor was genuinely interested in matching me to the right car, and was a real pleasure to deal with throughout the whole process.

VERTU MERCEDES ASCOT

Mercedes EQE SUV Premium Plus – Extremely Disappointing Experience at Vertu Ascot

We purchased our Mercedes EQE SUV from Vertu Ascot at the end of April. Unfortunately, what should have been an exciting purchase of a Mercedes EQE SUV Premium Plus quickly turned into a three-month ordeal.

Immediately after taking delivery, we discovered multiple issues that should surely have been identified during a proper pre-delivery inspection:

* The automatic parking function did not work.
* There was an error with the right-hand door mirror.
* The sunroof would not operate correctly – it would open on one side but not the other.
* There was no windscreen washer .

The car subsequently went back to Vertu Ascot for repair. When it was returned to us the first time, their delivery driver was present when we tested the sunroof. It opened, but two trims immediately fell from the roof and the sunroof jammed again.Photos taken at time in friont of their own representitive

In total, our new car was effectively with Vertu Ascot for around three months.

We eventually received the vehicle back at the end of August following the fitting of a replacement sunroof. Unfortunately, the problems still weren’t resolved. The sunroof was making significant rattling noises when opened.It could not have been road tested, and we were assured it would be signe doff by sales manager /service manager whi

I took the vehicle to another local Mercedes-Benz dealer, who identified that the trims had not been correctly locked into position. It took them approximately 15 minutes to rectify the issue.

The fact that the car had been returned to us twice with problems still present is extremely disappointing and has completely undermined our confidence in the dealership’s inspection and repair process.

We seriously considered rejecting the vehicle in that first 30days but Vertu Ascot offered us a £500 goodwill gesture, which we accepted.

However, this is where another major concern arose.

On several occasions, both the dealership manager and service manager told us in emails that they would approach Mercedes-Benz UK/head office to seek a further goodwill gesture in recognition of what had happened. I have retained those emails and have subsequently provided them to Mercedes-Benz Customer Complaints. Those emails mention they have asked MB Head office but that was not the case .
Despite these assurances, no further goodwill gesture was pursued or offered.

This is particularly disappointing because we relied on the dealership’s representations when deciding to keep the vehicle rather than reject it. I have now provided Mercedes-Benz with the relevant correspondence so that they can review exactly what was said.Videos and photos provided today

On handover. We were simply given the keys and no proper demonstration of the vehicle’s functions was provided. Given the number of issues subsequently discovered, this has left us questioning whether the vehicle was properly checked before delivery.

We have owned 21 Mercedes-Benz vehicles over 33 years and have generally received excellent service from the Mercedes-Benz dealerships we have dealt with during that time. Unfortunately, our experience with Vertu Ascot has been completely different.

The car was returned to us with ceiling trims falling off and trims not correctly fitted, and on two occasions the vehicle was still not properly repaired.

As a result, I have no confidence in returning the vehicle to this dealership for future servicing or repairs.

We are now pursuing the outstanding goodwill issue through Mercedes-Benz UK Customer Complaints, supported by the correspondence from the dealership.
Communication within the service department was poor, often mis-information or calls not returned. on the second collection of car I told them to update me, 5 days later no updates
Both sales manager and service manage said they would personally test car before return which did not happen

Three months of unnecessary stress and frustration

Based on our personal experience, we would not use Vertu Ascot again for either purchasing or servicing

27th July Manager wrote : On the compensation we will raise a case with MBUK to see what they might be able to come up with as a goodwill gesture.

August Manager wrote : Once you and the team from MB have agreed upon the terms of the goodwill they will reach out to us and we will sort this for you.
August 14th - In terms of the goodwill gesture we support this – hence I have referred this to Mercedes Benz UK to ask for their assistance. I can offer you a non-financial gesture of goodwill (within reason) out of our own authority
9th June :I wrote " You will speak with Mercedes about further compensation as per your call with me last week "

I dropped into the showroom without an appointment, and was accommodated very quickly.

All Ascot colleagues were approachable, friendly, knowledgeable and engaging from enquiry through to car pick up & beyond. Especially Conor and Ruman!

Pricise, Quick, and easy to complete all the forms, staff were on hand, quickly responding to my questions, would definitely recommend.

What made my experience special was Isuru, he couldn’t do enough to make sure my day was nothing but perfect. What an asset you have in this guy, nothing was a problem to him. I traveled over 200 miles to collect my SL and I would do it again if Ascot Mercedes had the car I was after and Isuru was looking after me. 10 out of 10. I’d also like to mention the receptionist, very pleasant and helpful. Eric Johnson

Ring local dealership in Bracknell even though the its called Vertu Ascot (Just to be snobby) nightmare getting through to parts department .... waited for nearly two hours dor a ring back ..Robert Forester should be ashamed with the customer service ...even Škoda main dealerships have a better customer rating Its a bit of an embarrassment having Vertu sponsor the BTCC and emblazoned on the cars.

Raz looked after us very well and did everything he could for a smooth sale
Highly recommend

My experience of buying a car from Vertu, the service from the staff rated 5 stars, from reception through to Connor, I also rated your sales executive, Olivia. Her knowledge, patience, and tolerance with me deserved 5 star "plus". The one small exception was the engine bay was not valeted.

Extremely disappointing experience with Vertu Mercedes-Benz Ascot – think very carefully before buying an Approved Used Mercedes from them

I am writing this review after an extremely disappointing experience purchasing a Mercedes-Benz CLA 180 from Vertu Mercedes-Benz Ascot.

I purchased the vehicle on 7 April 2026 after paying a £1,000 deposit. It was sold to me as an Approved Used Mercedes-Benz, and I purchased it with the expectation that I was buying a vehicle that had been properly inspected and prepared to the standard expected from a Mercedes-Benz main dealer.

Unfortunately, the problems started almost immediately.

Before collection, I was told the windscreen had been chipped during preparation and would be replaced at Vertu's expense. Two days after taking delivery, on 9 April, I discovered significant damage to the underside of the vehicle which had not been disclosed to me before purchase. Vertu subsequently accepted responsibility for repairing this.

The following day, while the windscreen was being replaced, I was also informed that the vehicle had been fitted with a non-Mercedes windscreen. This had never been disclosed to me before purchase.

I then discovered a crack in the front bumper and reported this to the dealership. The vehicle was eventually collected for repairs on 1 May.

What followed was an extremely frustrating repair process. The vehicle remained with Vertu for approximately five weeks. At one point, their own service department contacted me asking when I intended to bring the vehicle in because the required part had arrived — despite the fact that they had already had the vehicle in their possession for nearly two weeks.

I was subsequently told that additional work was required and that a cracked alloy wheel had also been identified.

When the vehicle was finally returned to me on 5 June, the agreed bumper repair had not been completed. In addition, my dashcam had been damaged while the vehicle was in Vertu's possession.

A further collection was then arranged for 25 June so that the bumper and dashcam issues could be dealt with. I arranged my entire day around this collection, removed my daughter's car seat, emptied the vehicle and turned down paid work.

Nobody turned up. Nobody contacted me.

I subsequently received an apology from the Used Car Sales Manager, Dan Knight, who accepted responsibility and acknowledged that the failure to attend the agreed collection was unacceptable.

After the continued problems, I formally exercised my final right to reject the vehicle under the Consumer Rights Act 2015.

Vertu refused.

Their response was particularly disappointing. Despite the history of issues, the vehicle being unavailable for approximately five weeks, incomplete repairs and the failed collection, Vertu characterised the remaining issue as essentially a "minor cosmetic" bumper repair and argued that there was no evidence that certain defects existed when the vehicle was supplied.

This is difficult to reconcile with the fact that several issues were identified and dealt with by Vertu shortly after purchase, including damage which I reported within days of taking delivery.

I was also told that the problems were "cosmetic rather than mechanical", as though a main dealer selling an Approved Used Mercedes is only responsible for mechanical faults. That is not how I understand the Consumer Rights Act 2015 to operate.

I have retained extensive evidence throughout this entire process, including photographs, videos, emails, repair documentation and correspondence with Vertu. The matter has now been referred to The Motor Ombudsman for independent review.

What disappoints me most is not simply that the car had problems. Used cars can have issues. It is the way those issues were handled and the repeated failures in communication and organisation throughout the process.

I gave Vertu numerous opportunities to put things right. I was patient. I accepted the repair process. I made myself available for collections and repairs. I continued using the vehicle because I needed transport.

Eventually, I reached the point where my confidence in both the vehicle and the dealership had been completely undermined.

To be clear, this review is not based on one isolated fault or one bad interaction. It is based on the cumulative experience from the moment I purchased the vehicle.

For a customer spending tens of thousands of pounds on an Approved Used Mercedes from a main dealer, I expected considerably better.

The best service ever !!! Very sales team in the buying experience !!!

A huge thank you to Mike and the team at Mercedes-Benz Ascot for making the whole process so easy and enjoyable. Mike was professional, friendly, and kept me informed every step of the way. I’m absolutely delighted with my new Mercedes-Benz and truly appreciate the excellent service. Highly recommended!

After being through the mill with another mainstream brand of car dealership I wasn’t particularly confident in buying a new car. I have to say that my experience at Ascot Mercedes was superb and restored my confidence. Many thanks to Raz who kept me updated throughout and was very professional and attentive. Others could learn a lot from this dealership, now I’m a very happy customer with a fantastic car.

A real pleasure to purchase a car from Mercedes Ascot
All the staff were helpful and knowledgeable
Thanks to Ruman and Ross in particular

Liv and Conor were both fantastic and very knowledgable. Explained everything clearly and excellent service from them both. Made the whole process enjoyable and easy. Would definitely recommend and will be a return customer .

Very straightforward and helpful to deal with. Answered my questions clearly and explained all necessary aspects. It's a dealership I've been happy to use for 20 years for repairs and purchases.

Ruman was great to deal with.Very precise,all questions answered and paperwork explained and forwarded.
The showroom girl was very pleasant.
Ruman’s hand over of the car perfect,even installed my phone and entered the satnav next destination so that I could get quickly on my way!

​A huge thank you to Hani and the entire team at Mercedes Ascot for another awesome experience. This is the second car I’ve purchased for my wife here, and the service remains top-tier. We will undoubtedly remain loyal customers to such a great team. Thanks again, and we look forward to picking out our next car with you in a few years!

This is my 6th New Car from Mercedes Benz Ascot. It is a beautiful memory. Right from when I walked in to meet Ruman (my sales man) to when I actually drove my car away 2 days ago has been nothing but amazing.
Raman H & Conor went that extra mile & beyond to make my purchase smooth and easy. Ruman you’re absolutely fantastic. You met all my expectations. Explaining all I needed to know, your patience & professionalism was great. Thank you and I hope you keep up the good works.
I’m loving the car.
It is indeed A Dream Car to drive.

Amazing sales guy, Mike, made the whole process seamless and straightforward!

Great staff, helpful, friendly, accommodate all questions and listen to the client