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.

Michael is exceptional. He was very thorough, a brilliant listener and answered all our queries. Top quality service.

purchased 10.02.26 went there and noticed that the tyres were odd, agent advised really sorry ou could go and get the tyres and we will refund you. Ask for the manual but it was from another car and it was the incorrect manual. Got the tyres £600 sent the invoice and also asked for the paperwork that should have come with the vehicle and the salesman said he would email. The salesman is not returning answers in connection with the payment for the tyres. Customer is happy to return the car if you are not going to sort this asap.

During the sake I was promised that my second key would arrive in 5 days and the dent and scratches would be reparied soon. Its been now 3 months but no reply and no responses to my emails

My dealings with Lookers at Brighton have been disappointing, not a honest as I was expecting

Clear helpful sale staff

I was told that the service was fine & I was told that the service report was not ready due to a fault & it would be sent to.me by e-mail.To date i have not received it.Please forward.Thank you.RegardsBernie Newmarch

I had finance agreed and in place with third party company. I expressed interest in a 2016 c class hybrid estate advertised by MB Brighton. The finance company advised they had an account with the dealership and this would not be an issue. The next day the dealership called and a sales advisor made me aware that they do not take finance from third party companies due to this then becoming a ‘trade sale’ leading to complications. One being cars developing faults and the third party forcing the dealership to repair when the dealership felt it was the customers liability. They then went on to advise me that I could only use MB finance, Black horse or Red line. This has lead me to op for a car from another dealership and sadly not a MB. I have reflected in this interaction and feel that I have been deemed not eligible to drive a Mercedes due to my securing finance with a third party, my rights to choose my finance provider was breached and in the light of the mis selling debacle it would seem Mercedes Brighton are still pushing consumers to selected lenders for either their financial gain and or special conditions that may breach the CrA2015.On the whole this interaction has left a very bitter taste and warrants looking at in more detail perhaps by the ombudsmen, financial and motoring.Sadly I will not be getting my third Mercedes Benz due to this interaction.

All fine last time. Your service staff very helpful and attentive - everybody, myself included, always wants their car sorted strait away.This time however, as you, currently, have (it will be for nearly 2 & a half days overall I guess) my CLA in for brake replacement and a new manifold which is going to set me back somewhere in the region of three thousand pounds, it would have been jolly nice to have been offered a courtesy car - on the plus side, having to use teabags in your establishment instead if the machine tea is a positive boon.RegardsDerick