I am writing to formally raise a complaint regarding the Mercedes C63 I recently purchased and had serviced through your dealership (lookers ford South Shields).Firstly, the brakes on the vehicle were found to be unfit for purpose. Despite the car undergoing a service, I was required to pay over £1,714.80 for replacement parts—an expense I believe could have been avoided had the service been carried out to the expected standard. Although it was agreed I’d pay the labour for these repairs I feel and I’m sure you both agree that morally that is wrong. Happy for you to speak to the three independent garages I visited to obtain quotes will tell you this car was not fit for the road due to a serious breaking issue. Thankfully nothing bad happened whilst having my two young children in the car.Additionally, there is a persistent mechanical sound coming from the car which was not identified during the service. This raises serious concerns about the thoroughness and quality of the inspection performed.More worryingly, there is significant damage to the wheel arch and undercarriage, which is visibly broken. If the car was genuinely serviced, I find it unacceptable that such obvious damage was not reported or addressed.Furthermore, the front seat belts are not retracting properly—an issue that could potentially cause the vehicle to fail an MOT. Yet, the car was passed through MOT under your care, which again calls into question the integrity of the checks conducted.Overall, I am extremely dissatisfied with the quality of both the vehicle and the service provided. I expect a full refund to be issued within five working days of receipt of this email. Please see the attached invoice for reference.I trust you will treat this matter with urgency and respond promptly with a resolution.

• I purchased a used vehicle from South Shields Lookers branch on 28.4.25.• The vehicle has a fault (brake warning light) so I recently had a free brake check at Halfords. They confirmed that all brake components are in good condition but suggested the issue is likely a faulty brake sensor wire as the warning message remains after their attempt to reset the system. See attached.• I reported the fault to Lookers service south shields on 20.09.25 - Booking number:56467• I am being asked to wait 7 weeks for a diagnostic appointment. This is an unreasonable delay . As a consumer i have rights to have a repair completed within a reasonable time and without significant inconvenience. The car will also be out of its 6mth warranty by the time its checked by the garage.• I require an appointment for the diagnostic to be scheduled within the next 7 days. If my local branch cannot accommodate this, I require you to arrange for the work to be carried out at a partner garage or an alternative Lookers/approved dealership.• I also require a suitable courtesy car to be made available for the duration of the repair.The Registered owner is my partner Craig but I drive the car daily. He consents for you to discuss this issue with me. Contact numbers below.Claire Charlton 07908 478416Craig Stoker 07871 090997Thank you for your prompt attention to this matter.Kind regards,

Our Reference: 268059170925Policy Reference: LOOK101360529 September 2025Good Afternoon,The customer has since informed us that they also purchased a service plan with your company and your company is responsible for notifying the customer when a service is done and admitted that the service should have been done when you were doing the clutch repair in 2022, thus meaning due to the fact the service was not done this has invalidated their warranty and the customer wishes to progress a complaint with your company regarding this.Please contact the customer directly regarding their complaint with you.Customer details;Iain Cunningham

Salesperson was knowledgeable and accommodating

Very quick response

helpful and friendly staff

Service very good, px price unfortunately not enough

really professional and easy to work with

Knowledgeable sales team. Quick response to questions.

Excellent service Mark helped me as much as he could