Hello, I purchased an A class (reg. HX70WXK) on 14 May 2026. It was advertised on the Mercedes Approved Used and Lookers website as a 2 owner vehicle.However, the V5C has come through detailing the car has had 3 previous owners. Understandably I'm very concerned this has happened and feel the car was missold.I contacted the dealership as soon as I received my V5C from the DVLA, and I was advised the complaint had been escalated to a manager to review. As I haven't had a response I'm now escalating through the complaints procedure to ensure this is properly looked into and remedied.

They have had my Smart car for nearly 4 weeks for a clutch replacement that was supposed to take 2 days.

I arrived to have the repairs done on my car this morning only to be told that a voicemail was left for me at 6.30pm last night saying the part needed was not in stock. I received no such voicemail, only a text at 6.28pm saying that my vehicle was booked in for 10am.I took the morning off work to make this appointment, lost a mornings pay, and left both my children at home as schools are closed. I drove the 45 minutes in heavy traffic from Peacehaven to get to the garage only to be told this. Could someone not have called me this morning to check I had received the message? Or perhaps sent a follow up email? I made this appointment almost 2 weeks ago - why was the part not ordered then? What is the point of booking an appointment 2 weeks in advance if staff are only going to realise the night before that the part needed is not in stock?I am also not happy with the condition of the sunroof on my new car. It has a sticky green mould type substance all around the edges. I have tried to clean it off but it is extremely sticky and wont come off. I would like this cleaned / repaired / replaced at the same time as the faulty window switch.I have just bought my first Mercedes after being with BMW for 10 years and so far the customer service is severely lacking in comparison. Please could you let me know what you intend to do to rectify this situation?

I am struggling to convey my disappointment in this dealership. Utterly incompetent, disinterested and rude. A horrible, chaotic customer experience over many years with the last 3 cars purchased from them - each time swearing we would never go back. This time it's a whole new level of bad service; they are beyond hopeless - do yourself a massive favour and go elsewhere, you really don't want to be subject to such an unpleasant experience when buying a so-called luxury car. They don't deserve to be in business. I'm seriously doubting the Mercedes brand as a whole if they have companies like this representing them.

Hello,I am a long standing BM customer and am having significant problems booking my C class in for an MOT and A service ( 16000 miles ). I have tried on the phone and online ( appointment confirmed ) only for you to call me to vacate the appointment. I am in hospital end June and cannot drive - which I have told you about yet you have now sent me a booking for 30th June.I am unhappy with the lack of customer care here - seems you can’t be bothered.My car is X100 NJE and I have been a customer of your Brighton branch for 12 + years.Lets see if you reply.Kind regardsNick EvansPlease see this - I have now booked my car into a local garage for an MOT and will see how you reply as to what I do for the service and future purchases etcThank you for your attentionNick Evans

The Mercedes GLB 35 that I picked up six weeks ago. I wasn’t showing the vehicle before I signed all the documents as well as signing over my E 63 to Mercedes. I drove off with the GB 35 and the tire was flat.. I didn’t have enough time to go back again because I already had been at The dealership for hours so I went to pump the tire up. Next day the tire was flat again. Took the car back to Mercedes and they changed one perished valve stem. Within the week I noticed the car had a clunking sound so I started looking at the car a bit closer.. all four discs had an extremely large lip on them and the brake pads are not OEM and a budget brand as are the tire tires. I emailed the salesman and he didn’t reply back. I booked the car in but had to wait two weeks because Mercedes ironically didn’t have a courtesy car beforehand.. I went out and bought OEM style discs and pads to take to my mechanic to fit because I use the car a lot in summer as we work in the music business and travel all over Europe. My mechanic looked at the discs and said I need to take this back to Mercedes because they should have not sold you a four year-old £33,000 car with this sort of breaking quality.. he also noticed the tires are old. I dropped off the car at Mercedes and describe the clunking as well as mentioning that when breaking the last part of breaking the brakes would seem to get quite skittish. He made a note of this.. at 5 pm I get a call saying that they found that the tie rods were worn and that he felt that something was wrong immediately in the car park already. He told me that the discs were still within limit and gave me the measurements and the rear disc were literally 1 mm away from not being okay but he said he would not fit the equipment that I already paid for free of charge. For extra injury., when I left the dealership, I received a video from the mechanic in your workshop. He points out that my front tires need to be changed because they’re worn out on the inner edge. Needless to say the reason these tires were worn out from on the inner edge to near bald. So when your workshop man change the tie rods, he knew that the tyres also need changing but didn’t and then they also refuse to do the brakes.. our family an extended family or all customers of yours and have been for decades? We gave you an absolute immaculate 2013 E 63 estate. I went out of my way to make sure that car was tip top.

I am trying to escalate an urgent matter regarding my Mercedes‑Benz CLA 200 (Reg: BG24 LZR).I have been attempting to contact the Head of Business at Mercedes‑Benz Brighton, but every email address I have tried has bounced with a directory error, including the general dealership address and the Lookers customer service address.I need to raise a formal escalation regarding unresolved defects, safety‑related tyre issues identified by Mercedes‑Benz Brighton during a Vehicle Health Check, and a lack of response from the sales team despite repeated attempts.Please confirm the correct senior contact for Mercedes‑Benz Brighton (Head of Business or equivalent) and forward my escalation to them urgently.

Dear Lookers Complaints Team,I am writing to formally complain regarding the handling of my Smart Fortwo Electric, initially registered as WK19 GGV and now on the private registration plate PIB 1.I purchased the vehicle from Mercedes-Benz Exeter on 23 January 2025 with a recorded mileage of 30,130 miles.The vehicle was subsequently taken to Lookers Mercedes-Benz Brighton on 18 December 2025 for a service and MOT. Shortly after purchase, the vehicle was also inspected for warranty issues relating to a rattling driver’s door and a boot that was not closing correctly. The boot issue was resolved; however, the driver’s door rattle remains unresolved to this day.Initially, I was repeatedly advised that the dealership could not hear the rattle. I ultimately took a mechanic out on a road test, at which point he admitted that the noise was clearly audible. The door handle was tightened as an attempted fix, and I was advised that if the issue persisted a replacement part would be ordered. I was subsequently informed that the part had indeed been ordered, however it has never arrived or been fitted. As a result, I am still driving a vehicle with an ongoing door rattle fault many months later.The primary issue is that during the service visit on 18 December 2025, the mileage was incorrectly entered into the Mercedes service system as 38,091 miles, whilst the MOT carried out on the very same day recorded the mileage as 35,091 miles. It is clearly impossible for the vehicle to have covered this mileage in one day.For clarity, the vehicle’s current mileage today, 22 May 2026, is only 34,245 miles.I only became aware of this issue after being contacted by the supplying dealership advising that my warranty was nearing expiry due to the supposedly high mileage recorded on the system. This immediately highlighted the serious errors made by Lookers Mercedes-Benz Brighton.When I initially contacted Lookers in January 2026 to report the issue, I was assured that this was an error made by the dealership and that it would be corrected with the DVLA and Mercedes systems. I was informed that this process could take up to one month. I was also advised that a corrected service receipt would be issued and that this would resolve any Mercedes warranty and service history concerns.The last contact I received was approximately two months ago, when Brodie from Lookers called to apologise and advised that correcting the service history with Mercedes was taking longer than expected. Since then, I have received no further communication whatsoever.I am extremely disappointed by the level of service and communication I have received throughout this matter.The consequences of this error are now significant. Last weekend, whilst attending Porsche as I was looking to replace my larger family vehicle, I was left in a very embarrassing position because the mileage discrepancy makes my Smart appear as though it has potentially been clocked or fraudulently altered. This has effectively rendered the vehicle unsaleable and has caused considerable inconvenience and distress.Furthermore, Porsche also advised me that the Smart would continue to show alterations and inconsistencies on the digital service history and associated computer records. I was informed that this would create ongoing concerns whenever and wherever I attempt to sell or part exchange the vehicle in the future, as prospective buyers and dealerships will inevitably question the mileage discrepancy and altered records.As a direct result of the incorrect mileage entries and the failure to properly correct the digital records, the vehicle has effectively been rendered unsaleable.I have been more than patient in allowing Lookers the opportunity to resolve this matter. Until now, I have been a loyal customer of the Brighton site since its Rivervale days, having purchased several Mercedes vehicles over the years. My daughter has also purchased a vehicle there and continues to use the service department.However, the handling of this matter has completely damaged both my confidence in the vehicle and my relationship with Lookers.I would also like to make it clear that, as a result of the handling of this matter, I no longer wish to have any ongoing dealings with Lookers Mercedes-Benz Brighton. This situation has been allowed to continue for far too long, and I feel I have been repeatedly fobbed off rather than provided with meaningful action or resolution.Accordingly, any future Mercedes purchases or servicing requirements for myself or my family will be taken to an alternative Mercedes dealership.Given the ongoing failure to rectify the issue within a reasonable timeframe, I now believe the most appropriate resolution would be for Lookers to purchase the vehicle back from me in order to alleviate the ongoing problems and reputational damage caused by this error.The purchase price paid for the vehicle was £10,199.00.Up until this issue arose, I had been extremely happy with the car. Unfortunately, the incorrect mileage records and the prolonged failure to resolve them have now severely affected the vehicle’s value and marketability.If this matter cannot be resolved by Lookers purchasing the vehicle back from me, then I will regrettably be forced to consider taking further action.Having been involved in business myself for many years, I fully appreciate the reputational damage that situations such as this can cause to an established dealership such as yourselves. At this stage, I have deliberately not escalated the matter to Mercedes-Benz UK, as I would hope that this matter will now receive the full and immediate attention required so that we can reach a prompt and sensible resolution.I would therefore ask that we arrange an appointment next week to discuss Lookers purchasing the vehicle from me and bringing this matter to a conclusion.I would appreciate a formal response as a matter of urgency and within five working days.Yours faithfully,Peter Brynin

Had an excellent customer service experience with a young lady called Maddie who was a service advisor at your Brighton branch. She was knowledgable, accommodating and covered off all the finer details. A credit to the company.

Good AfternoonWe have reviewed the complaint below and the highlighted section is for us as ‘Bumper Finance’ is regulated.Please note that this element only will be investigated by F&I therefore the remainder of the complaint needs to be logged on Rep and assigned to the dealership.Please could you also make the dealership aware that the Bumper element only will stay with us and they need to investigate and issue a response for the remaining elements.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Natasha KiamtiaSent: 19 May 2026 17:23To: Feedback; kulvin.reynolds@lookers.co.ukCc: F and I Complaints; Keith CaddickSubject: ATTN: Keith Caddick FORMAL COMPLAINT: Deceptive Practices, Breach of Trust, and Financial Misrepresentation by Daniel Foley – Mercedes-Benz of Brighton (Reg: MW71YFE)External Sender: Confirm legitimacy before acting.Dear Keith,RE: Formal Complaint regarding Daniel Foley and Mercedes-Benz of BrightonVehicle Registration: MW71YFECustomer Loyalty: 10+ YearsI am writing to you directly to launch a formal grievance regarding the appalling, deceptive, and entirely unacceptable treatment my family and I received during the collection of our Mercedes-Benz Approved Used vehicle on Saturday 16th May 2026.As a loyal customer who has supported Lookers Mercedes-Benz for nearly a decade, I expect impeccable service. Instead, I was subjected to deliberate financial misrepresentation, hidden fees, and a profound lack of empathy regarding my family’s specific needs—leaving me with £412 in unexpected costs and feeling entirely taken for a fool.I am escalating this directly to your executive team to formally complain about the conduct of Sales Executive Daniel Foley and to demand an immediate refund and compensation. The grounds of my complaint are detailed below:1. Material Misrepresentation of Costs & Hidden ChargesWhen purchasing this vehicle, I was completely misled regarding the final out-of-pocket costs. Upon arrival to collect the vehicle, I was hit with a succession of hidden charges that had never been disclosed to me:Road Fund Licence (Vehicle Tax): I was explicitly under the impression and led to believe that the car would arrive taxed. I was shocked to be forced to pay £200 on the day.Bumper Finance Payment: At no point during the sales process was I informed that the first instalment of the Bumper payment (£204) would be demanded upfront on the day of collection.Vehicle Charging Fee: I was clearly and explicitly promised that my vehicle would be handed over fully charged. Not only was this promise broken, but I have today discovered an additional £10 charge levied against me just to charge the car.In total, I have been subjected to £412 of entirely unexpected, un-agreed charges. Because I had already paid my deposit and settled the balance for the car in full, I was effectively held captive in your showroom with no option but to pay these hidden fees to take receipt of my property.2. Deliberate Deception Regarding Collection LogisticsOn the morning of Saturday 16th May at 8:34 AM, Daniel Foley contacted me stating that my car—alongside another customer’s vehicle—had failed to charge overnight because "a fuse had tripped." Because of this, he claimed my agreed 10:00 AM collection time was impossible.It has now become glaringly apparent that this was a fabrication. My vehicle was deliberately placed on a fast charger at the Brighton showroom while I was being delayed, meaning I was forced to wait and collect the vehicle at 4:00 PM—a time I had previously and explicitly stated I could not do.3. Direct Impact on a Vulnerable Minor & Family DistressThe operational failure and deception by Mr. Foley are completely unforgivable given the context he was provided. I had explicitly explained to Daniel Foley beforehand that my youngest son is severely autistic and that sudden changes to scheduling have a catastrophic, adverse impact on him.By fabricating excuses, delaying our collection by six hours, and forcing us into an adversarial environment involving unexpected financial demands, Lookers staff caused severe distress to my son, which severely impacted his entire day and completely ruined what should have been a celebratory day for our family.Because my son was present, I was entirely unable to make a scene or contest these actions on the showroom floor, as a confrontation would have been highly detrimental to his well-being. Lookers staff took complete advantage of this vulnerability.Required Resolution:I refuse to be treated with such utter disrespect by a brand I have given my loyalty to for ten years. Moving forward, I expect the following actions to be taken immediately:1 An immediate refund of the full £412 to rectify the undisclosed, hidden charges forced upon me.2 A formal, written apology from senior management detailing the disciplinary actions being taken regarding Daniel Foley’s deceptive conduct.3 A significant offer of compensation reflecting the severe distress, logistical entrapment, and emotional impact caused to my autistic son and my wider family.I have attached the paperwork signed at Mercedes-Benz Brighton for your immediate review. I expect an acknowledgment of this email within 24 hours and a formal resolution proposal from a senior executive shortly thereafter. Failing a satisfactory response, I will have no hesitation in escalating this matter to the Financial Ombudsman Service (FOS) regarding the hidden finance and tax fees, and sharing our experience publicly.I look forward to your swift response.Yours faithfully,Natasha Kiamtia07920 420 588