Vertu Motors - Mercedes-Benz of Reading Reviews 77

I recently purchased a Mercedes EQC from Daniel, and I couldn’t be happier with the experience. From start to finish, Daniel was professional, knowledgeable, and genuinely helpful without ever being pushy.

He took the time to walk me through all the features of the EQC, making sure I felt comfortable with both the technology and the driving experience. His expertise really stood out, especially when explaining the electric aspects of the car, charging options, and day-to-day usability.

What I appreciated most was his honesty and transparency throughout the process. He made everything straightforward, answered all my questions patiently, and ensured the entire purchase went smoothly.

If you’re considering buying a car—especially an electric one—I’d highly recommend working with Daniel. Excellent service and a great overall experience.

My experience with Mercedes-Benz was nothing short of appalling. I took my C-Class in for what should have been a routine service, costing £680. After the inspection, I was presented with a long list of additional faults. Despite the already high cost, I agreed to proceed with the repairs, which came to an extra £1400—expecting at the very least a professional and supportive level of service in return.

I was initially told that I would be provided with a courtesy car, only to be later informed that their insurance “wouldn’t cover me,” with no clear explanation or attempt to resolve the issue. Instead of offering alternatives or assistance, I was effectively left stranded and expected to make my own way home. This lack of basic customer care was both frustrating and unacceptable.

What made the situation significantly worse was the way I was treated throughout the process. The customer service was unprofessional, dismissive, and at times deeply uncomfortable. The tone and manner in which I was spoken to felt condescending and unwelcoming. There were subtle but unmistakable undertones in the interaction that made me feel judged—not as a valued customer, but as a Black individual.

I felt overlooked, spoken over, and not taken seriously, as though my concerns and my business didn’t matter. Instead of being treated with respect and professionalism, I was made to feel like a problem.

For a brand that prides itself on luxury and excellence, this experience fell far below any acceptable standard.
There’s a clear sense of arrogance in the way they deal with customers, as if working for a luxury brand puts them above the people who are actually paying for their services. Instead of professionalism and respect, I was met with a dismissive, high-and-mighty attitude that made the whole experience even more frustrating.

A premium brand should deliver premium customer service—but that was far from the case here. Save your time, money, and energy and look elsewhere.

Inflated prices, poor communication, and unacceptable customer treatment make this a service I would strongly advise others to think twice about using.

I am writing this review to share my experience so that other customers can make a fully informed decision before purchasing from Mercedes-Benz of Reading.

I purchased a used Mercedes-Benz V-Class on 31 January 2026. Within 13 days, following a TfL inspection, I was informed that the vehicle was not suitable for PHV licensing. I notified the dealership on the same day (13 February 2026) that I wished to withdraw from the purchase.

The vehicle had not been used operationally, and my request was made within 14 days of collection. However, the return was refused. This was despite Vertu Motors publicly advertising a “14 Day Money Back Guarantee” on used vehicles.

Instead of accepting the return, I was directed towards a buy-back arrangement, which resulted in a financial loss of £3,680.27. This was accepted only to prevent further financial loss, as finance and insurance costs were continuing while the situation remained unresolved.

Shortly after the vehicle was returned, I noted that the same vehicle was advertised again by the dealership at a significantly higher retail price (over £45,000), compared to the buy-back figure of £39,000.

While I understand the general difference between trade and retail pricing, the scale of this difference in such a short timeframe raises reasonable concerns regarding the fairness of the outcome.

Communication throughout the process was inconsistent. Over time, multiple members of staff became involved (including Daniel, Hani, Mike and Jonathan), and the handling of the case changed between individuals.

This resulted in a lack of continuity and clarity, with key questions—particularly regarding how the refusal aligned with the advertised 14-day money-back guarantee—never being addressed directly.

I would strongly recommend that any customer carefully reviews all terms and conditions before signing any documents, including electronic agreements sent via SMS, and ensures that any important points are clearly confirmed in writing beforehand.

The matter was escalated to Mercedes-Benz UK, however the retailer’s position was ultimately supported. The case has now been referred to The Motor Ombudsman for independent review.

I am sharing this experience to highlight the importance of understanding how dealership policies are applied in practice, as this may differ from how they are presented.

Lubos Andrejkovic

Excellent, Dan has been a helpful and friendly guide through the car buying process with Vertu/Mercedes.
His personal assistance and friendly style helped me reconsider buying a mercedes after non positive experiences at other Merc outlets in the distant past.

My car was delivered with a very dirty inside back window, with no water in the screen washer bottle and a sign on the dashboard screen saying that the batteries needed to be changed in the key, although it didn’t specify which key it was and this message wasn’t showing all the time. On my last e class I didn’t have to change the key in 10 years.

I had an outstanding experience purchasing my new Mercedes with the help of Henry, From start to finish, he was professional, knowledgeable, and incredibly helpful throughout the entire process.
Hemry made everything smooth and stress-free, taking the time to explain all the details and making sure I was completely comfortable with my purchase. His customer service was exceptional, and he went above and beyond to ensure I had the best possible experience.
I’m absolutely delighted with my new Mercedes and truly appreciate the effort Henry put into making the process so easy and enjoyable. I would highly recommend Mercedes Reading, to anyone looking to purchase a car.

Welcoming, professional and always helpful I've found Mercedes Reading. Over many years they have looked after my two, now aging, vehicles. And more recently helped my wife and I decide on a new Mercedes . From the outset Henry, a senior sales executive at Reading, guided us through the options meeting our requirements/preferences all in a friendly supportive manner. No rush just plain helpful information and advice. We settled on a GLA 200 after a test drive near our home. Henry brought the vehicle to us as we were keen to see how it performed against familiar road and traffic conditions. On our collection day Henry and Mike put us at ease ensuring we understood and were comfortable with the newer control functions of the GLA. Finally, before getting on our way, they were keen to impress we could contact them any time for any questions if arising with our new purchase. Many thanks!

What an experience with Henry (sales) and Jonathan (sales manager) in Reading. They gave excellent customer focused service throughout.
I wanted to have a decent amount of time with an E53 AMG estate and - without any question - one was produced for my use for 24 hours.

You simply can’t ask for more when thinking of buying a car. A wonderful experience - highly recommended

Just what you'd expect from a premium brand. First class customer service, friendly, super helpful and extremely knowledgeable. Nice to get that 'nothing is too much' level of service. Shame I can only give 5 stars, think they deserve 10. Special thanks to Heera and Diego. Your time and efford were much appreciated.

I had an exceptional experience purchasing my vehicle from Mercedes-Benz, thanks to Mr. Idnan Ali. He made the entire process remarkably efficient and seamless, ensuring everything was handled quickly without compromising on attention to detail. His patience, professionalism, and genuine willingness to help made the experience both smooth and truly enjoyable.

I sent my Mercedes CLA 250e for service at Vertu Reading. I have the Mercedes Maintenance contract for £40 per month. The car is 4 years old with 45k miles. For a start, the maintenance contract only covers a very basic health check - no diagnostic plug in. That costs extra. I was told I had a deep cut in one of the tyres, and oil leak from the camshaft cover (a "gushing" oil leak). Total repair cost, circa £2500. I declined the repairs and went to an independent garage for verification. No cut tyre, no oil leak. So Mercedes Vertu are essentially inventing issues to try to screw money out of you. I would not have expected that from a Mercedes Approved Dealer. Perhaps naively. You are better off finding a trusted independent garage that specialises in Mercedes. Vertu are not doing the Mercedes brand any favours.

Had issues with the video description of the car not being a true reflection of its overall condition.
Shocking after sales service regarding issues.
Past from person to person from the top down. I expected more from a main dealer. Would never go back.

idnan was very professional, friendly & knowledgeable and made the whole experience of buying my EQB easy & very pleasant. He even delivered the car to my house. After the terrible service I received from mercedes in watford, it has restored my faith in mercedes. I would recommend him

Smooth process from stat to finish at Mercedes Benz Reading with Vetu can’t fault would highly recommend.
Thanks Ben

What a painful experience, bought a second hand Audi A8, with ‘expected wear and tear’ for a 5 year old car, turn up for the test drive to find it has a chipped windscreen, apparently didn’t get noticed during the ‘pre check’, they then tried to sell me numerous horrifically overpriced insurances to go with the car. Put down a deposit (as they can’t sell cars on weekends due to finance team not being available). When paying the rest on the Monday, as discussed with the car sales man I’d be sending my daily bank max (25k), and a family member would be paying the rest from their bank account to reach the full value of the car, this got the go ahead and was agreed, the next day I received a passive aggressive email quoting an email sent before our agreement saying it all had to come from my bank account…once this was finally sorted a date for delivery was agreed. The day before expected delivery date I get a call saying they have a driver and can drop it today, great, I say only my partner will be home but she can accept the car due to me being at work. Half hour before the cars meant to be delivered I get a call from the dealership saying that I have to be the one who accepts the vehicle, after we’d already discussed that only my partner would be home, another phone call and apparently an email showing her driving license was suffice? To top off this tedious process the car arrived with an extra 222miles on the clock, whilst I only live 66 miles from the dealership. So I’m hoping someone at the dealership enjoyed adding 156 miles to my car over the 3 days between me seeing it and having it delivered, and after I’d already paid for it. Have emailed the Reading Mercredes dealership, to no reply as of yet. Car salesman was Daniel Kozak.

Referring back to my review, you’ll clearly see I wasn’t concerned about the chipped windscreen being an MOT failure, I was pointing out that is not typical wear and tear of a 5 year old car, its damage.

As for the miles, it would have been nice to clarify all of this before using my car as your personal taxi, and as you’ll see from the photo I sent to your colleague, Daniel Kozak, the last drive on the car before delivery was 66 miles, which is exactly the distance between my house and your car dealership…so unless you prepared the car 78 miles from your dealership, which honestly you didn’t have to do for me, then your explanation is total nonsense. I’d also like to point out that one of the rims after inspection in day light has been scratched, which it wasn’t during viewing. I do look forward to your call, and explanation.

The team at Vertu, within Mercedes Benz Reading, really made the selecting and purchase of the SL400 a great experience. Despite an initial hiccup Idnan Ali did a great job, was engaging and got everything completed with the minimum of stress all around. Thank you.

This was the best car sale experience we have ever had. The team at Vertu Mercedes Reading were efficient and attentive and within 3 weeks we had walked away with the dream G Wagon Electric we had put on our mood board of wishes for this year.

Hanna was professional throughout and I am happy with the outcome. She resolved an issue that could otherwise become a problem. Well done.

The buying process was made easy, car bought and delivered with 48 hours and part exchange taken away. Probably the best car purchase that we’ve made.

Great customer service from Henry, friendly helpful from 1st phone call,to viewing, talking us through everything, all options trade in, went above and beyond ro make it a wonderful experience even welcomed our dog coco, his manger Hani was also very friendly and helpful, all the staff were amazing and friendly, would 100% recommend great team Mr phil jerome