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

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.