I booked my car registration KN17EKW on 6th March 2026 in for an MOT with a loan car included. The evening before my appointment, I received a call from the service department at around 5:30 pm to inform me they no longer had a loan car available.I agreed to wait at the dealership while the MOT was carried out and was offered a choice of 2 pm or 3 pm — I confirmed 3 pm. However, I never received a confirmation.I called several times to follow up, but each call was diverted to a central office. On every occasion, I was told they were unable to contact the local branch directly and that a message would be sent asking them to call me back. No call ever came.There is a complete lack of consideration for customers who have commitments and cannot simply wait around all day for a callback to confirm a basic appointment.I am extremely disappointed with the standard of customer service at Mercedes-Benz.

18/02 i was booked in to investigate a repair on my vehicle covered under warranty. was looked after by a nice gentlemen, but cannot remember his name. was really helpful, advised part was not stocked and would be contacted. A couple of weeks went by called Lookers an they booked me for the repair and agreed Wednesday 4th March. I arrive and was informed that car would be looked at by an engineer with no scheduled time, so was not not a waiting service. Two hours went by and i was informed sorry was not in and will need to be booked in. So ultimately wasted two hours to be told it could not be fixed despite being booked in for a repair. I appreciate parts need to be ordered and this can take time, however, I do not want a repeat of what happened a few years ago on my previous car where a repair (booked in warranty) went on and then told me sorry car is out of warranty

Dear Customer Service Team,I hope you are well.I am writing regarding my recent vehicle order placed with Lookers on 27/02/2026.After carefully reviewing the Vehicle Order and the attached Terms and Conditions, I would like to formally notify you of my intention to cancel the agreement under Clause 6 – Additional Right of Cancellation where the sale is a distance sale, if applicable to my purchase.As stated in Clause 6.2 of the agreement, where the qualifying conditions are met, a customer has the legal right to cancel the contract within 14 days from the day physical possession of the vehicle is acquired. I am notifying you within this period and would appreciate confirmation of the cancellation process and next steps.Additionally, rather than fully withdrawing from your dealership, I would like to explore upgrading my order to a Mercedes-Benz EQE model instead. I would be grateful if you could advise on the availability, pricing, and process for transferring my current order toward this upgrade.I appreciate your assistance and look forward to your prompt response.Kind regards,Gagandeep SinghCustomer Order No: 117111

Dear Sir/Madam,I am writing to formally escalate my complaint regarding the vehicle I purchased from your dealership one year ago.At the point of sale, I made it expressly clear that I would not proceed with the purchase if the annual vehicle tax exceeded £195. I was assured in writing by your sales representative Adam Boon that, as the vehicle price was under £40,000, it would not attract the additional £425 annual supplement.This representation was a decisive factor in my decision to enter into the contract.I have now received official confirmation from the DVLA that the annual vehicle tax is £620. This directly contradicts the written assurances provided to me at the time of purchase by Mr Boon.This amounts to a clear misrepresentation under the Misrepresentation Act 1967, as I relied on incorrect information supplied by your representative when entering into the agreement. Had I been accurately informed of the true annual tax liability, I would not have proceeded with the purchase.Although I dispute this liability, I will be making payment to the DVLA to avoid penalties. This payment is made strictly under protest and without prejudice to my right to recover the additional £425 annual supplement from you.I therefore require reimbursement of the £425 supplement for this year and confirmation that you will compensate me for this additional cost going forward, given that it arose directly from incorrect written advice provided by your dealership.If I do not receive a satisfactory response within 14 days, I will escalate this matter to The Motor Ombudsman and will consider issuing a claim through the County Court for recovery of losses arising from your misrepresentation.I trust this matter can be resolved promptly and professionally.

To Who it may concernI visited last week for 2 reasons - you contacted me to tell me that the car had suggested there was a brake pad issue and secondly because the anti lock brakes were showing a warning.Firstly you wanted £240 to diagnose the fault which you have never asked for before.I expressed my disappointment and the amount was reduced to £125 + Vat - still a disappointment but felt I had no choice.My vehicle is the 2nd SLC purchased from you although it is now 7 years old.As it has never been a problem and always serviced by you this is the first time I that I had need to bring it in to look at a fault.Charging for diagnosing is in my opinion extortionate especially as I would have probably used you for the repair.Having thought about this for some time and being as my other car is a BMW (who do not make such charges) I have decided not to ask you to repair my car and never to buy another Mercedes.Please take me off off your mailing list.You can probably see why I didn’t put all this on TrustPilot.To Who it may concernI visited last week for 2 reasons - you contacted me to tell me that the car had suggested there was a brake pad issue and secondly because the anti lock brakes were showing a warning.Firstly you wanted £240 to diagnose the fault which you have never asked for before.I expressed my disappointment and the amount was reduced to £125 + Vat - still a disappointment but felt I had no choice.My vehicle is the 2nd SLC purchased from you although it is now 7 years old.As it has never been a problem and always serviced by you this is the first time I that I had need to bring it in to look at a fault.Charging for diagnosing is in my opinion extortionate especially as I would have probably used you for the repair.Having thought about this for some time and being as my other car is a BMW (who do not make such charges) I have decided not to ask you to repair my car and never to buy another Mercedes.Please take me off off your mailing list.You can probably see why I didn’t put all this on TrustPilot.Murray Booker0783328836607833288366

Customer has had to book vehilce in at Brighton as Gat is to busy - Brighton has been helpful but customer is upset he has not been allocated a courtesy car. RAR have been out Poss EGR valve sticking on customer vehicle.Customer is going away this weekend and requires a vehilce - he spent £95k on his vehilce he expects he should have a courtesy car .

I am writing to request your assistance regarding an ongoing issue with an E‑Class (registration WG65 GZY) purchased from Lookers Mercedes‑Benz of Brighton on 19 December. Despite my efforts to resolve matters directly with the dealership, I have not received the written information I need in order to make an informed decision about how to proceed.Within the first 12 days of ownership, the vehicle developed several significant faults, including a seized parking brake, sagging roof lining, and persistent tyre pressure loss. I issued a short‑term right to reject on 29 December. The dealership asked for the opportunity to repair the vehicle instead, which I agreed to in good faith.On the same day, 29 December, I also raised a formal complaint through Lookers’ official complaints process (Ticket 84996635). This was acknowledged with a stated 14‑day response timeframe. No follow‑up or response was ever received, and the complaint remains unresolved.The vehicle was then with Lookers for 31 days (6 January – 6 February). When it was returned, several issues remained unresolved and new faults had been introduced, including a broken sun visor clip, a front camera heater/demist fault, a Start/Stop system that still did not function, and dirty fingerprints and marks left on interior trim panels, indicating poor workmanship and a lack of post‑repair inspection.On 16 February, further serious faults were discovered, including major water ingress, standing water, and submerged AdBlue‑related electronics. I issued a final right to reject on 18 February.On 22 February, I confirmed in writing that I was willing to consider withdrawing that rejection if the dealership could provide a clear written plan outlining the work being carried out and the steps being taken to ensure the vehicle’s long‑term reliability. I have not received any written response to that request.I did receive a brief email from the Senior Service Team Manager on 27 February confirming that the boot seal would be replaced and the area dried, after which the electronics would be “tested”. However, this did not address the wider points I raised, did not provide the written repair plan I requested, and did not come from Sales or Management, who are responsible for responding to my rejection and my conditional offer to reconsider it.As of 1 March, the vehicle has now been with Lookers for a total of 45 days across two repair periods, (and is still in their procession), compared with approximately 30 days in my possession since purchase. I have sent multiple follow‑up emails (including on 24 and 26 February) and made several phone calls this week alone, each time being told that the relevant person was unavailable but would call me back — no call‑backs have been received. The only response I have received was the brief service‑department email on 27 February, which addressed only one small part of the issue. I still have no written response from Sales or Management regarding my rejection or my conditional offer to reconsider it, and my December complaint remains unanswered.I am still open to retaining the vehicle if the issues are properly resolved and I receive the written assurances requested. However, without this information, I cannot move forward. I would appreciate a written response early next week so that I can make an informed decision about how to proceed.I would be grateful if you could intervene and ensure that I receive a written response addressing the points raised in my email of 22 February, including:• what is being done about the water ingress and any AdBlue‑related electronics that were submerged• how the leak will be fixed and confirmation that the front camera heater/demist issue will be resolved• a check and fix for the Start/Stop system• confirmation that the Mercedes warranty will be reinstated to the full 12 months, along with reassurance regarding any longer‑term issues that could stem from the water exposure• replacement of the broken sun visor clip and a clean of the interior where marks were left previouslyThank you for your assistance. I look forward to hearing from you.

Quick feedbackI went and viewed a Smart 1 BrabusThe guy was supposed to send me pricing but I never received it. No follow up either.Have bought one from another dealership - Now outside on my drive.

Dear sir,I am writing to lodge a formal complaint about the terrible service that I have received from Lookers of Brighton recently.On the 12th of February I took my car into my local garage to have a MOT. That morning, I noticed that my speedometer was not working properly and I pointed this out to the garage when I arrived. They had a look at it and tried resetting the battery, but told me that I definitely need an instrument cluster. I asked them if that was something they could do and they told me that no I would need to go to a smart dealer because it needs to be coded when fitted. I then rang up lookers and was put through to a department where unfortunately a young girl who did not seem to know what she was doing tried to make appointments for me. The fact that she was calling me Mr Les Paulette should probably have pointed out her lack of knowledge in what was going on. Because I knew that something wasn’t right, I then ran up Lookers in Brighton direct and asked to be put through to their service department. I explained that I needed an instrument cluster and an MOT and I asked the gentleman who answered it whether that was something that they could do. He informed me that yes he could and an appointment was made for me on the 18th of February. I told him I had an extended warranty.I arrived. I informed them again that I had an extended warranty. I asked them to check that everything was okay and they said they would. I had already rung the Smart extended warranty company to check that I was covered and was told that I was. I was asked to sign on an iPad and when I asked why, I was told it was to show they had the car. I sat there for four hours and eventually they came out. I was expecting to have had the instrument cluster fitted, and the MOT done. Instead I was told that I needed an instrument cluster! To stay I was astounded, would be an understatement. I explained again that as far as I was aware that’s what they were going to be doing and I was informed in no uncertain terms that“ we don’t stock smart spares anymore“. I was spoken to like the poor relative and as though I was a little bit stupid! I did not appreciate this. I asked what I was supposed to do and I was told I needed to order the The part myself. I asked how I did this and I was told to look on eBay! When I questioned the fact that the ones on eBay were secondhand and therefore would be showing all the wrong mileage, et cetera, no one seemed to care. All I got was a huge sigh from the young man behind the desk. I was then asked for £144 for the inspection that they had just done, which I had not asked for. I expressed my surprise but was basically just stared at. I paid up and left.I went away, and found a new instrument cluster for £343.18 which I purchased. I then ran lookers again and made an appointment to go in today, the 24th of February to have it fitted and to have my MOT done. Once again, I told them I had an extended warranty and in fact I rang the extended warranty again to check I was covered and was confirmed 100% that I was. The smart warranty people were very confused when I said that I had had to buy the part and they weren’t sure how all this was going to be claimed back. They took a couple of days but came back to me to say that I had to give my receipt for the part to you and you would reimburse me either immediately or when the extended warranty stuff came back to you.I checked again when I went in that I had it extended warranty and that I was expecting for the instrument cluster to be fitted and that I wasn’t expected to have to pay anymore. I was asked to sign an iPad– again I asked why and again I was told to show that they had my car.Three hours later and I was told my car had been done and it was ready to go. Imagine my surprise when I was asked to pay £425.65 otherwise I was told I was not allowed to take my car away. I queried this and was told that once lookers had got the reimbursement from the extended warranty then they would reimburse me, but it could take months!I am a disabled pensioner and I rely totally on my car. I always have it regularly serviced and kept up to date. I was very upset at this point and went to pay with my credit card to try and soften the blow a little. I was told you don’t take AMEX and so I had to spend this money from my bank account, I cannot afford to do this but no one seemed to care. Surely, if you had checked my extended warranty last week when I asked you to you would know that I am fully covered and, as a huge corporation, I am sure you could’ve taken the outstanding account..I am now looking to be in reimbursed £343.18 for the instrument cluster, £370 to fit and code the instrument cluster and £144 for the inspection which I did not ask for and did not want and did not need. The Total outstanding to me therefore is. £857.28.I would hope that you would speak to your accounts department and get this money forwarded to me in the first instance rather than letting me wait for something that I shouldn’t be waiting for. I bought my car from you and have always kept the extended warranty up. What I expected was a basic good level of service, what I have got is laughable. I look forward to hearing from you by return.

Dear sir,I am writing to lodge a formal complaint about the terrible service that I have received from Lookers of Brighton recently.On the 12th of February I took my car into my local garage to have a MOT. That morning, I noticed that my speedometer was not working properly and I pointed this out to the garage when I arrived. They had a look at it and tried resetting the battery, but told me that I definitely need an instrument cluster. I asked them if that was something they could do and they told me that no I would need to go to a smart dealer because it needs to be coded when fitted. I then rang up lookers and was put through to a department where unfortunately a young girl who did not seem to know what she was doing tried to make appointments for me. The fact that she was calling me Mr Les Paulette should probably have pointed out her lack of knowledge in what was going on. Because I knew that something wasn’t right, I then ran up Lookers in Brighton direct and asked to be put through to their service department. I explained that I needed an instrument cluster and an MOT and I asked the gentleman who answered it whether that was something that they could do. He informed me that yes he could and an appointment was made for me on the 18th of February. I told him I had an extended warranty.I arrived. I informed them again that I had an extended warranty. I asked them to check that everything was okay and they said they would. I had already rung the Smart extended warranty company to check that I was covered and was told that I was. I was asked to sign on an iPad and when I asked why, I was told it was to show they had the car. I sat there for four hours and eventually they came out. I was expecting to have had the instrument cluster fitted, and the MOT done. Instead I was told that I needed an instrument cluster! To stay I was astounded, would be an understatement. I explained again that as far as I was aware that’s what they were going to be doing and I was informed in no uncertain terms that“ we don’t stock smart spares anymore“. I was spoken to like the poor relative and as though I was a little bit stupid! I did not appreciate this. I asked what I was supposed to do and I was told I needed to order the The part myself. I asked how I did this and I was told to look on eBay! When I questioned the fact that the ones on eBay were secondhand and therefore would be showing all the wrong mileage, et cetera, no one seemed to care. All I got was a huge sigh from the young man behind the desk. I was then asked for £144 for the inspection that they had just done, which I had not asked for. I expressed my surprise but was basically just stared at. I paid up and left.I went away, and found a new instrument cluster for £343.18 which I purchased. I then ran lookers again and made an appointment to go in today, the 24th of February to have it fitted and to have my MOT done. Once again, I told them I had an extended warranty and in fact I rang the extended warranty again to check I was covered and was confirmed 100% that I was. The smart warranty people were very confused when I said that I had had to buy the part and they weren’t sure how all this was going to be claimed back. They took a couple of days but came back to me to say that I had to give my receipt for the part to you and you would reimburse me either immediately or when the extended warranty stuff came back to you.I checked again when I went in that I had it extended warranty and that I was expecting for the instrument cluster to be fitted and that I wasn’t expected to have to pay anymore. I was asked to sign an iPad– again I asked why and again I was told to show that they had my car.Three hours later and I was told my car had been done and it was ready to go. Imagine my surprise when I was asked to pay £425.65 otherwise I was told I was not allowed to take my car away. I queried this and was told that once lookers had got the reimbursement from the extended warranty then they would reimburse me, but it could take months!I am a disabled pensioner and I rely totally on my car. I always have it regularly serviced and kept up to date. I was very upset at this point and went to pay with my credit card to try and soften the blow a little. I was told you don’t take AMEX and so I had to spend this money from my bank account, I cannot afford to do this but no one seemed to care. Surely, if you had checked my extended warranty last week when I asked you to you would know that I am fully covered and, as a huge corporation, I am sure you could’ve taken the outstanding account..I am now looking to be in reimbursed £343.18 for the instrument cluster, £370 to fit and code the instrument cluster and £144 for the inspection which I did not ask for and did not want and did not need. The Total outstanding to me therefore is. £857.28.I would hope that you would speak to your accounts department and get this money forwarded to me in the first instance rather than letting me wait for something that I shouldn’t be waiting for. I bought my car from you and have always kept the extended warranty up. What I expected was a basic good level of service, what I have got is laughable. I look forward to hearing from you by return.