I must say, I have had the total opposite experience with Mercedes Edinburgh East.
I have a B180 which I got because it is higher off the ground than the A Class’ for easier and less painful ingress/egress and has pretty much the same interior room as the C Class’. It has been an amazing car and they have been amazing throughout the lease.
I have never had to contact anyone except the dealership for services and MOTs. I got it about a week before the first lockdown. When they call me up to book services, they know I am a Motability customer and ask If I want it picked up and delivered back. If not, they initially said I would get an A Class as a courtesy car. I asked them if they had another B Class or SUV type that was higher off the ground – that was only the first time because each time after that when they called they would know and tell me I was what car I was getting because of my needs. The courtesy cars varied from GLAs and GLCs.
A few months ago the engine light came on and I called them up to book it in. After I gave them the Reg No, they said they would send a tech out to my house that afternoon to check and fix it because I was a Motability customer. He came, checked the car, and said it needed a software update and he would arrange to have it booked in and to call again if the light turned red. Two days later they called me up to say they were delivering a courtesy car and would pick up my car to go to the workshop the next day. They then fixed the car brought it back and took away the courtesy car.
When the three years ran out on the tech services the car came with, I never renewed because it was £379. I didn’t think it was worth it. When it went for its next service and I picked the car up, they told me they had renewed the services for a year on the house as I was a Motability customer.
I currently have a Volvo XC40 on order and the Volvo Sales Executive is already lying through her teeth in emails – it looks as though my journey with my local Volvo dealership will be similar to yours with your Mercedes dealership, which is worrisome.