Smart Cambridge

Booked in my MOT via the smart online system as advertised as from £35. Took the car in and after an hour and 15 minutes, was told that the car was fine, passed the MOT with excellent emissions. when I paid, I asked for a copy of the MOT certificate and was told that they would email this to me, and read out my email address, which I confirmed . I paid and then travelled the 30 minute journey home.
When I got home my wife said that i had been charged the full £54.85 fee I hadn't realised this at the time as I didn't have my glasses on, and was expecting to pay the £35 as advertised. An hour later still no MOT certificate, so I phoned the branch but got no answer, so I went on-line and raised a complaint on their 'live' service, only to be told that they couldn't deal with this issue and I should contact the branch. I went back on line and raised a complaint via the web page and I got an email within minutes stating that someone would contact me shortly. No one has contacted me, but I did finally get my invoice and MOT certificate emailed through at 15:47hrs.
I can't believe that the MOT of a smart Fortwo would take an hour and 15 minutes, unless its the time taken that triggers the full fee being applied.
One last thing, Elizabeth Cooper, the service receptionist, was very polite and professional.
I won't be going back, not that they will care of course.
Where does it say that the £35 MOT is only available if you book online?
Why wasn't I advised that the paperwork would be emailed through to me by the end of the day? As far as I was aware this was happening as I left the branch.

Hi...I was disappointed this time round.

I came in for a pre booked service and was asked when I would like it back. I explained that we had travelled over an hour from home, so, since the weather was going to be hot, I'd like it asap (we had no where to get out of the heat). We dropped off at 9am and phoned at 12 to check... at that point my car was just going in. So my car had sat there for 3 hours with nothing done to it, despite that receptionist saying she'd try and get it in quickly. I didn't finally leave until just before 4pm. I suspect it would have been later if I'd not decided to just turn up and wait.

I'd reported an issue with the car revving when idling when first started. I was charged for diagnostic to be done and the suggested fix was a part that wasn't in stock ...co2 sensor on exhaust. It may be that this part is the issue, but the man said it would solve the problem of my car "running rough"... it doesn't run rough... it is erratic when idling at start up... this disappears when the car is running. As far as I can see. I was charged £130 to diagnose the wrong problem. So either the wrong fault was diagnosed or the wrong terminology was used when talking about it to me. Luckily the part wasn't in stock so I saved £400 and will take it elsewhere for a second opinion.

He then told me he was pricing up four new tyres for me... I'd not asked for this and questioned why. He said they were all very low. When I queried how it had gone through the mot one week earlier he explained that they weren't illegal. So I'm not really sure why he was trying to sell me 4 new tyres... they'd not even come up as an advisory!

When I went to leave, I sat in the car to set satnav home and my touch screen didn't work...30 minutes later it was ascertained that the touch screen had been turned off... really?!!

So, yes... not impressed and certainly not up to the standard I'd expect and had received previously.

On the good side... Great covid19 routines in place and adhered to.

Well organised during the lockdown requirements with sanitiser on entry, and used on seating areas.
Pleasantly greeted, and despite my early arrival, my Service and MoT was started straight away.
A health check video of the underside of my car and tyre tread depth was sent to me whilst I waited.
I was also given helpful advice regarding my next car change.
An excellent experience.

Fabulous service. I was taken though the process brilliantly. All businesses are having to change and adapt due to coronavirus and they have done a great job. Adam Chapman deserves special recognition. Well done!

Ignorant staff. Manager butted in on a conversation we were having, he continued to bollock a poor guy on reception doing his best, all because he was talking to us and he didn't answer the phone. Manager ignored us didn't want to speak to us when we tried to speak. Apparently the phone is more important than a customer in shop. We were in casual clothes so they prob thought we had no money, NEVER judge a book by cover is the story here! We were going to spend best part of £40,000 (cash in bank) with them. So disgusted we went to Honda John Banks and bought a car from there, they were brilliant, multiple test drives, tea & coffee. Sat with us for ages until we were 100% happy, never pushed for a sale. mercedes can get stuffed - never again will I set foot in mercedes. 🖕🖕🖕🖕 no stars if I could.

Very poor. Took my car in to have the locking wheel nuts changed. After 4 days my vehicle was delivered back to me advising that the job couldn’t be completed.

From making the appointment to collecting my car this was a 5* experience. Megan was very professional in her approach, waiting time was minimal and I was kept informed throughout the process. Couldn’t recommend more highly. Thank you

Excellent service whilst in store. Had to chase for confirmation that my service was overrunning by 2.5 hours and I had to pick up the following day.
Received no video confirmation as promised. This is the second year in a row this has happened. I have received full details and constant updates from every other smart / Mercedes garage I have been to.