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

Dear Portslade Service Manager,I am writing to register a formal and deeply frustrating complaint regarding a critical failure in service that occurred today, May 19th, concerning my vehicle, registration YO18 YYT.My vehicle was explicitly booked approximately two weeks ago for both its annual Service and MOT. I was astonished, upon arriving for collection today, to be informed that only the service had been completed, and the MOT had been overlooked based on the erroneous claim that it "was not booked in." This is factually incorrect and represents an unacceptable lapse in attention to detail, especially given that a quick review of your service history will confirm that this vehicle has always received its Service and MOT simultaneously to streamline the process. The service desk representative, while apologetic, noted that this issue has "happened before" with other customers, which speaks to a systemic operational problem within your branch.The logistical inconvenience this error has caused is substantial. My wife and I reside in Saltdean and must navigate up to an hour of rush-hour traffic each way to access your Portslade location. We proactively dropped the car off late afternoon on Monday, May 18th, specifically to ensure it was ready for today's dual service. I now face the entirely unwarranted prospect of repeating this entire two-hour round trip—at considerable cost in terms of our time and fuel—solely to rectify an error made entirely by your team.This incident marks the third significant issue I have encountered at your Portslade branch in recent years, demonstrating a clear pattern of neglect:Alignment Check Omission: Following the fitting of four new tyres, my specific request to have the alignment checked (a paid extra service) was disregarded. I was incorrectly told this was "unnecessary" simply because the tires were new.AdBlue Top-Up Failure: During a previous Service and MOT, the AdBlue top-up—an item explicitly included in the service—was verifiably omitted, which I only caught because I had checked the levels prior to dropping my car off.As a loyal customer who uses Rivervale as a Mercedes specialist, I find that the quality of your technical work is being severely undercut by extremely poor customer service and repeated operational failures. My trust in your facility is now profoundly damaged.I require an immediate response detailing how you intend to resolve this matter without any further inconvenience or cost to me, and how you plan to regain the trust you have consistently eroded through these unacceptable experiences.Sincerely,Darren

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

Since taking delivery of the vehicle, the air conditioning has not worked. We booked the car in with our local Mercedes dealer, Mercedes Gatwick, for diagnosis and repair. The appointment was arranged on 20 April, with a confirmed repair date of 8 May.When we arrived on 8 May, we were advised that the air conditioning re-gas machine was out of service however, they would still carry out a diagnostic check in case there was a leak. We were informed that we would be contacted once the diagnosis was complete. Unfortunately, by 5:00pm we had not received any update, so we returned to collect the vehicle.Upon arrival, we were then told that there was no record of the booking, despite the car having been with them all day. In summary, the vehicle was not inspected at all. We were extremely disappointed with the level of service, particularly given the inconvenience of rearranging customer appointments around this booking.We have since contacted Mercedes-Benz Brighton, who confirmed that their air conditioning equipment is fully operational. We have arranged to book the vehicle in with them however, although they can offer an earlier workshop slot, a courtesy car is not available until 28 May. Without a courtesy vehicle, we are unable to proceed with the earlier appointment.I would be very grateful if you could assist by contacting Mercedes-Benz Brighton to see whether a courtesy car could be made available sooner, or alternatively whether a demonstrator vehicle could be provided to enable us to bring the repair forward. If necessary, perhaps your Service Manager, Dealer Head or Mercedes-Benz UK could also support this request.Your help in resolving this matter would be greatly appreciated.Kind RegardsDeanDean EatonSales DirectorDDI: +44 (0)1293 661101Mobile: +44 (0)7826 470720Email: dean@transvalair.co.ukWeb: www.transvalair.com

Hi,I am writing to express my disappointment regarding the poor customer service I have received following my accident on 28/04/2026.After reporting the accident, the case was forwarded to the body shop team. I received an email from Mr Paul Allen requesting photographs in order to prepare the quotation (COT). I sent the requested photographs on the same day, but since then I have not received any response.I rely on my car for both work and daily activities, and the delay is causing significant inconvenience. I need the quotation in order to submit it to the insurance company for approval before the vehicle can be moved to your service centre, which will itself take additional time.Over the past week, I have made numerous phone calls and sent several emails requesting the quotation, but unfortunately I have not received a proper response. It has been more than 14 to 15 days that I have been waiting.I have been given 2 email address to address the issue and make it faster. But both of them doesn’t work at all. The delivery of the email is getting failed each time.I am sorry to say that my experience with Mercedes-Benz customer service has been very disappointing. This is my first time purchasing a Mercedes-Benz vehicle, and this experience will certainly influence my decision in the future.I would appreciate it if this matter could be addressed urgently and the quotation sent to me as soon as possible.

I bought my vehicle in on the 18th of February to have an instrument cluster fitted. I have written to you before about this. I was charged £144 and I waited there for many hours to be told that I needed an instrument cluster!!!! When I questioned why this had not been done, , I was told that Lookers did not keep any spares and I had to buy it for myself. I went away and spent £343.18 buying the instrument cluster which was fitted on the 24th of February. My car has a full extended warranty and yet, I was asked to pay £425.65 for this pleasure. Since taking my vehicle away, my instrument panel shows that I’m 9900 miles over my last service – which I am not. I have repeatedly spoken to lookers at Mercedes and I’m told the person I need to speak to is a way ill. I have been speaking to Mr Neil Hamilton but even though he promised to ring me back at the beginning of March, I haven’t heard back from him. I have spoken to my smart extended warranty and they informed me that finally on the 2nd of April Lookers submitted a claim which was aagreed and everything would be paid. To this date, I have still not been reimbursed the £857.98 that I was made to pay for a terrible service from you and for a service and that I just did not get. I have spoken about this before and you should have me on your system. Today I rang Mr Hamilton who said that he still hadn’t sorted it out. I’ve asked that my car be booked into another Lookers because I do not want to go back to Brighton and that my money is reimbursed in the first instant. Mr. Hamilton made all sorts of excuses about people being away ill but quite frankly I’ve had enough. I want this now taken to the very highest place and I want my money back and I want my car fixed.

I am disappointed with the news received today.Firstly the car is great very happy with it.What I’m disappointed is since I received the car I noticed that the passenger seat function was not working correctly.Mercedes Taunton as you can see advised they believe it is corroded and suggested that someone had spilled liquids but no evidence of that.But further to that as you can see they advised that 2 new front tyres would be required soon and as you can also see I have just done 1000 miles since I picked it up.Not something I’d expect from MB.I also had to pay £199 for diagnostics check.These issues should have been rectified before collection.Please see attachedDave WyattPSI have emailed the dealership salesman but no reply of acknowledgment.

Regarding undisclosed commission on car finance agreement on HP.

My vehicle was brought to you on 20 April following my approved claim via Premia for the 2 front wheels to be repaired. I contacted on 23rd to check my wheels had been returned. Due to your negligence the wheels hadnt been done & no one realised till I contacted you. The wheels were then done the following week & I picked it up on 30th. This meant that my car was in your compound for 2 weeks. My car was also given a courtesy wash by you when I picked it up. I had a good look at the wheels which were left very mucky with a lot of excess white lubricant & I am very unhappy with the repair. The outside silver rim of both wheels have a sharp rough edge to them which is unacceptable. In addition there is a surface scratch on the bonnet that most definitely wasnt there before my car came to you. I pride myself in the way I look after my vehicle. The main issues are both the poor customer service & the damage/repair to my vehicle. I have also made a complaint via Premia for the poor repair.