Subject: Formal Complaint Regarding Poor Service and Lack of CommunicationDear Sir/Madam,I am writing to raise a formal complaint regarding the service I have received from your garage, which has been extremely disappointing, particularly given Mercedes’ reputation for professionalism and customer care.I visited your site on Thursday 18th December and was assisted by Brandon, who took my keys and inspected the damage to my vehicle. He also took a post it note containing my insurance details, name, address, telephone number, and registration number. I was advised that the next steps would follow, but I received no further communication.Due to the lack of updates, I returned on 29th December to check whether my car had even been entered into your system, as my insurance company was still waiting for a quote. This has been especially frustrating given the history of damage to my car; it was first hit in early August, then collected on 2nd September, only to be damaged again on 5th September by another driver, whose details I had to obtain myself after the incident was confirmed on CCTV. I have been waiting a long time to finally have an undamaged vehicle.On 2nd January 2026, I received a voicemail from Brandon, but since then there has been absolutely no communication. I find this level of service unacceptable, particularly from a brand that prides itself on quality and reliability. I had to call today to chase the matter myself, only to discover that nothing had progressed. I also felt it necessary to confirm that I was not obliged to proceed with the repair through your garage, as I do not wish for the work to be carried out through my insurance company with yourselves.This entire experience has been extremely disappointing. As a local customer, it would have been far more convenient to use your services, but the lack of communication, follow through, and professionalism has left me with no confidence in continuing with your garage. I will now be taking my vehicle to another company who have already demonstrated a far higher standard of service.I expect this complaint to be acknowledged and investigated, and I would appreciate confirmation that my personal details have been handled appropriately and securely, given the lack of communication to date.Yours faithfullyMrs Tiffany Hilton

Daniel was great. He talked through options available was patient with my endless questions.Great service

No one came back to me with a part exchange value

nice bloke

Excellent service, Tyler bacon is a excellent sales man , he made the process very easy,was a great experience

The sales person didn’t have time, he said, from 10-30 to 5-30 to show a video of the car!

very good job

I have no complaint with Mercedes-Benz Brighton. Repairs have been carried out and I understand there may have been a nominal contribution from Mercedes. On reflection I do not believe I should have had to have paid for any of the works. I have discovered that failure of this electronic unit is quite common in this model of this age. It is not due to wear and tear nor whether the car was serviced at a Mercedes main dealer or not. The unit was clearly not fit for purpose. The car has approximately 43,000 miles on the clock and was registered in December 2020. It is reasonable to expect electronic components to last much longer. I have made this complaint initially to Brighton Mercedes but wish it to be escalated to Mercedes-Benz UK.

Pleased to have been able to have a test drive without booking - the guy that served us (missed his name - young) was really knowledgeable and helpful.

​FORMAL COMPLAINT: Vehicle Not of Satisfactory Quality – WG65 GZY​Dear Sir/Madam,​I am writing to formally notify you of several significant faults with the Mercedes E-Class that I purchased from Mercedes-Benz of Brighton on 17/12/2025.​I have owned the vehicle for 12 days. During the Christmas period, I have driven approximately 800 miles, during which time several inherent and serious defects have become apparent. Despite the vehicle being sold with a fresh MOT and a full service history, it clearly does not meet the “satisfactory quality” or “fitness for purpose” standards required under the Consumer Rights Act 2015.​The specific issues are as follows:​Seized Parking Brake: The parking brake has seized. This is a safety-critical mechanical failure and an immediate MOT failure item. As a result, the vehicle is currently unroadworthy. I am forced to rely solely on the ‘Park’ (P) transmission setting, which is unsafe and risks damaging the gearbox.​Detaching Roof Lining: The interior headliner is sagging and detaching from the roof. This is a significant failure of the vehicle’s cosmetic integrity and does not align with the preparation standards expected of a Mercedes-Benz Main Dealer.​Pressure Loss (Rear Left Tyre): There is a persistent loss of pressure in the rear-left tyre. I require this to be inspected for punctures or hairline cracks in the alloy wheel.​My Legal PositionUnder the Consumer Rights Act 2015, I have a “short-term right to reject” a vehicle that is not of satisfactory quality within the first 30 days of purchase. As these faults (specifically the seized brake) were present or developing at the point of sale, the law assumes the vehicle was not of satisfactory quality when sold.​Please note that for a rejection within the first 30 days, I am entitled to a full refund of the purchase price with no deduction for the mileage driven.​Required Action1- I am giving you the opportunity to rectify these issues immediately. I require the following:2- ​Either collection of the vehicle from my address, or a date that I can deliver the vehicle to yourselves within the next 5 working days.3- ​A suitable Mercedes-Benz courtesy vehicle to be provided for the duration of the repairs.4- ​A professional, permanent repair to the roof lining (not a temporary adhesive fix) and a full resolution to the braking and tyre issues.​I will be telephoning the dealership shortly after sending this email to confirm you have received it and to arrange the collection/drop off the car. If you are unwilling to repair the vehicle to a factory-standard condition, I will have no choice but to formally exercise my right to a full refund.​I look forward to your prompt response.