Dear all,This is a formal complaint in regards to me as a consumer under the (Consumer Rights Act 2015) and both a customer with protected characteristics. Since i have owned the car for only two months, I have strong statutory rights under the Consumer Rights Act 2015, which presumes the fault existed at the point of sale. It is utmost morally right that the dealership (not just RAC) provides a courtesy car, in regards to "reasonable time" for repairs and my rights within the first six months. I have been pleading for days and I have been requesting a courtesy car as a "reasonable adjustment" to avoid substantial disadvantage in regards to my disability and both a paying customer. I have been making multiple calls which is unfair on me as these things should have already been sorted. I got in contact with Matt a service manager from Collindale who made me aware my care has done diagnostics and it will need a part replacement. I have spoken to numerous of his colleagues about my courtesy car update. The service manager Matt made me aware that this is not something they do and infact on RAC. When I call RAC they explained the 5 days will be up so it is now the duty of the car repair team. The service manager has not shown any remorse or taken into consideration my protected characteristics. Matt explained they wouldn’t be able to offer my a courtesy car at all, and all there rented cars were rented out to other customers. It is clear I may now be entitled to compensation or, at minimum, a courtesy car, particularly because of my vulnerabilities, as the repair is taking longer than 24 hours. Under the Consumer Rights Act 2015, the repair must be completed within a "reasonable time" without causing significant inconvenience.I suffer from anxiety and this has caused me severe distress and illness. I have been chasing this up for almost the whole day today and it now 17pm and I still have not had a verdict. The manager from Brighton Luke, is trying his utmost best on my side and is sympathetic towards me. I have suffered severe distress and will now be left without a car to be mobile. I have a funeral tomorrow at 10am, and further physiotherapy sessions that I must attend and other commitments. Mercedes-Benz has a duty of care to ensure their services do not significantly disadvantage me due to my disability. A lack of transport over a long period constitutes "significant inconvenience". I am now seeking a resolution before I contact the motor ombudsman who you come under. My courtesy car was to be picked up today and I had to fight my case and explain my car was given to me on a Sunday a day after my car was taken into recovery. My courtesy will now be picked up tomorrow. The question now is who is liable for this misconduct and great inconvenience?Lastly, I have further evidence to present in the needs of a claim. I also contacted enterprise (Ilford) and they have had no correspondence about my car being extended.Yours Rights (UK): Within the first six months, faults are assumed to be pre-existing. The dealer has one opportunity to repair the car, but they must do so within a reasonable time.Courtesy Car: A courtesy car is usually considered a courtesy rather than a strict obligation unless it was part of your contract. However, because the fault is within the first six months and likely a pre-existing issue.21897213- case refSamantha cabey07360087891Kind regards,

I am writing on the advice of Barclaycard, to request that Brighton sales team (Manager: Garry Fisher) to refund the money (£250) paid by me on Barclaycard on 15 March 2026. I did not go with the purchase because I felt that I was pressured to buy a vehicle that I did not need. I have made this requested once in person and three times by phone. Please respond within 5 working days.ThanksM Nicola

Hi thereI have had my service today and I am writing to make a complaint as I am so disappointed by the service I have received. I am not sure of the correct channels.During my last service in 2025 I had a fault with my NOx sensor. The mechanic told me that they weren’t in stock and he made a temporary repair in the meantime so that it would pass its MOT. He told me to go back to them when the warning light came back on but not to worry about it as it was on some sort of recall scheme so I would r need to pay.It lasted through until about 9 weeks ago and I thought I may as well wait as my service was due.I dropped the car this morning and it was all very efficient. I got the video email which said 0 to pay urgently and showed the ambers etc.Then a staff admin person called me to say that the cost was £4000 but I could use the bumper scheme to spread out the payments!I was dismayed and it took quite a bit of unpicking to work out what I really needed to pay. In that figure were works that had came up on the health check as amber and not connected to the MOT, In fact the admin guy said the suspension cracks may last several years, and the NOx sensor that I had thought was covered because of previous communication with the mechanic was included in this as well.The admin person then said he would ask his boss and call me back but he never called. I then tried to call several times to find out what was going on but no one picked up. Then I got a voicemail that the office was closed. So:- I have no idea of the work that was done in the end-I don’t know the cost-I don’t know when I can collect the carToday I experienced a terrible and blasé attitude towards customers that showed no value in my wellbeing and the fact that these costs would make me anxious. There was no follow up.This is an arrogant approach.I have been a loyal customer since I moved to Brighton but I think there are aggressive sales techniques at play that I don’t want to be exposed to again so I will be finding a local family run garage.I would appreciate someone calling me in the morning to let me know what is going on and what the cost is.I want to talk to someone about my experience and about the procedure for cancelling my service contract.Thank you.Lisa

Good Afternoon,I am writing to make a formal complaint regarding the failure of Lookers to refund me money due on the sale of my former vehicle to Lookers Mercedes-Benz of Brighton.By way of background, I agreed to purchase a used Mercedes-Benz from Lookers of Brighton on Friday, 20th March and paid a deposit of £500 to secure the vehicle. I also agreed to sell my then vehicle (an Audi Q5, Reg Number GY19 WRO) to the dealership in part-exchange. The price agreed for the Audi was £16,732.50.We further agreed a finance agreement via Redline Finance, where I would buy a used Mercedes GLC Coupe (Registration Number GN72 THX) for £36,400.00 with a deposit of £7,500, the balance of £28,900 being financed. Taking into account the £500 already paid to secure the vehicle, we agreed that I would receive a payment £9,732.50 being the difference between the remaining finance deposit due for my new vehcile and the agreed part exchange value of my former vehicle (the Audi). I have attached a vehicle order from Mercedes-Benz of Brighton supporting the above figures.The exchange of vehicles took place on Tuesday, 31st March. By email to the Sales Person dealing with me (Devan Sokhi), on 1st April, I confirmed my bank account details and was assured that the agreed refund/ payment would be made to my bank account within a couple of days.However, it is now two weeks since I part exchanged my old Audi and I still haven't received the agreed £9,732.50 due to me. This is now causing me a financial problem with a credit card bill due for expenses (e.g. the £500 deposit, vehicle tax and insurance premium) and I am having to resort to my savings to alleviate the cashflow issue.I have spoken to the sales executive at Mercedes Benz on multiple occassions who (on 10th April) assured me that the matter is with your Accounts Department in Stoke and that I should receive my refund imminently. I have called again today (Tuesday, 14th April) and was offered no explanation for the continued delay.Given that it is now two weeks since I sold my previous vehicle, I am shocked that it should take so long to receive payment for the vehicle I sold. This is the worst sales experience I have had in nearly 40 years of vehicle purchases.I would be grateful if you could please investigate this as a matter of urgency and ensure that prompt action is taken to refund the money due to me.Many thanksKind regardsDuncan McBurney

Dear Sir or Madam,I sent my initial thoughts about the care (or lack of) for your clients on 19th March, and I haven't yet received a response - unless I have missed it in a way or another. That makes me think that what happened in March wasn't an accident and in fact you don't care too much about the client experience. That's a shame, because the Lookers brand is appreciated because of the quality of service to its clients.Anyway, apologies if I missed your response.Kind regards, with respectDan Capatina-Iancu

I purchased a Mercedes on the 16/03/26 .Taylor informed me on collection there was only one key .Said the dealership would reimburse me the cost & I had to get it myself from a local dealer.Purchased key & sent the invoice to Taylor on the 24/03/26 by email.Had no communications back .I phoned Taylor on the 26/03/26 asking if he had requested the reimbursement?His response was rather vague he didn’t say yes or no but confirmed my bank details with me.Still no reimbursement by the 07/04/26 . So I phoned dealership , Taylor was not in work , so Devon dealt with my enquiry & took my details to pass onto the sales manager.No response from sales manager! It’s been very frustrating & poor customer service & communications.The amount owing is£535.92.I

Just bought a brand new cla 250 electric premium plus from Brighton MERCEDESservice fine when choosing a car.After sales poor. New car wasn't delivered on due date so had to pay extra for Insurance road tax on old vehicle. Was agreed by manager that these would be refunded. Even made me send an invoice in 4 weeks agoStill waiting even after several emails for payment.. Took my initial deposit within a day from my account. But can't payback refund within a monthBack to issue of delivery of car. Very stressful. No one new where the car was on due date. 3 days after it was due to be delivered informed that it was fault of logistic teamDelivered to wrong showroomWas eventually handed over to us a week laterNo sense of any compensation as a good will gesture . Quite flippant attitude by manager.See now from reading reviews after sales service not greatWe have had 15 Mercedes benz cars over the years and Tbh worst service we have ever had.Ps Michael was the only staff member who tried to help.That said the new car is great . And we hope that after this poor after care service we will still stick to the Mercedes brand

Customer Comments:Dear Mr Fisher, I am submitting a formal complaint regarding the rejection of my Lookers Motor Group Platinum Plus warranty claim, administered by RAC/Assurant, for my vehicle: Vehicle details: • Make & Model: Mercedes-Benz C200 (2016, W205, petrol) • Registration: KS16 OPO • Mileage at time of fault: under 59,000 miles • Warranty: Lookers Motor Group Platinum Plus (administered by RAC / Assurant) Nature of the fault: The vehicle developed an airbag warning light and the dashboard message: “Front left malfunction – consult workshop.” A Mercedes-Benz main dealer diagnosed the fault as a failure of the weight sensing system pad and control unit for the front passenger seat. The quoted cost of repair is £1,902. Claim outcome: The warranty claim was declined by RAC/Assurant, citing the exclusion: “seats (including all internal electrical/mechanical components)” Grounds for complaint: 1. Incorrect classification of a safety-critical component The failed part is part of the occupant detection system, directly affecting airbag deployment. While physically in the seat, its function is clearly related to vehicle safety systems rather than seat comfort or trim. 2. Conflict with primary policy cover The policy states that all mechanical and electrical parts are included unless specifically excluded. The failed part is an electrical sensor and control unit. No clear exclusion exists for safety-related SRS electronics. 3. Ambiguity and unreasonable interpretation The policy separately excludes “air bag” and “seats (including all internal electrical/mechanical components)” but does not exclude airbag sensors, control units, or occupant detection systems. RAC’s rejection relies solely on the component’s location, not its function, which is an unreasonable interpretation. 4. Eligibility and nature of the failure The vehicle is under 80,000 miles, satisfying the policy criteria. There is no indication that the failure is due to wear and tear or end-of-life. This is an unexpected electrical failure within the scope of warranty cover. Resolution sought: I request that Lookers Motor Group honour the warranty and cover the full cost of repair (£1,902). Attachments: • Complaint document RAC • RAC/Assurant rejection letter • Warranty document • Mercedes-Benz diagnosis • Repair quote Please confirm receipt of this complaint and provide a timeline for resolution. Yours sincerely, Marjan Lazov

Ticket 86348175I made a complaint regarding money that was owed to me in February. I have since had to contact you a further three times. Someone from Mercedes rang me and assured me he would call me back with a resolution by 10 March. I have heard nothing since. As I am abroad, I cannot ring anyone to further escalate this complaint. PLEASE DO SOMETH8NG TO GET BACK THE MONEY I HAD TO SOEND WHICH SHOULD HEVE BEEN CLAIMED BACK FROM MY EXTENDED WARRANTY.

My car was in did repairs last year for several months on and off it never got sorted as they kept saying there was nothing wrong I’ve now come to sell my car and guess what everyone else can see gear the issue so I’m now stuckWith a car damage by Mercedes yet they wouldn’t take responsibility