Dear Sir or Madam,I am writing to make a formal complaint regarding the unacceptable level of customer service my partner and I received during our visit to the Gatwick showroom on Saturday.We visited the showroom solely to discuss our current vehicle finance and to gain an understanding of the options available to us. At no point did we suggest that we were ready to purchase a new vehicle that day, nor did we expect to be placed under pressure to do so.Upon our arrival, we were greeted by a member of staff, who initially appeared friendly and willing to assist. However, it became immediately apparent that once she realised our visit was for information rather than an immediate sale, her attitude changed significantly. From that point onwards, her manner became dismissive, impatient, and unprofessional.Throughout the appointment, She displayed what we considered to be a judgemental attitude towards our circumstances. She made repeated facial expressions indicating disapproval or concern whenever we discussed our current situation, creating an uncomfortable and intimidating atmosphere. Furthermore, she asked a number of unnecessarily intrusive questions regarding our finances that were inappropriate for what was intended to be an initial discussion about our options.During the appraisal of our vehicle, she questioned virtually every aspect of its condition, including cosmetic repair work that we had already explained was pre-booked and awaiting completion. The level of scrutiny and the manner in which it was conducted became so excessive that my partner felt compelled to ask whether she was carrying out a valuation or an MOT. This should have been an indication that her approach was inappropriate.Rather than providing impartial advice and guidance, we were made to feel as though we were being criticised for our financial position and pressured into making a decision before we were ready. We left the showroom feeling uncomfortable, judged, and thoroughly disappointed by the entire experience.This is not the level of professionalism we expect from Mercedes-Benz. A brand with such a strong reputation should ensure that every customer is treated with courtesy, respect, and professionalism, regardless of whether they are making an immediate purchase or simply seeking advice. No customer should ever feel that the quality of service they receive depends on whether a salesperson believes a sale is imminent.As a direct result of this experience, we will not be attending the sales event appointment that was booked, nor do we currently have any confidence in continuing our discussions through your Gatwick showroomYours faithfully,Jack Davies

vehicle had been in around beginning of May for warning lights, airbag and engine management. was advised awaiting approval from Mercedes for the work to be carried out via the warranty that they took when purchasing the vehicle. they have chased this for a while now and keep on getting the response of still awaiting approval from Mercedes. daughter is now looking to trade the vehicle in but reluctant to do so when these warning lights are present. warranty ends at end of july

I purchased a used Mercedes SLC180 from the dealership. At the point of sale it was agreed that all four wheels would be refurbished as they had suffered kerb damage. This would have involved them being re-diamond cut. I was encouraged to take out Smart insurance to cover the alloy wheels and took out the policy offered to me.Having had the car some 10 months I have unfortunately caught the 2no. nearside wheels against the kerb and therefore have sought to claim on the Smart Insurance policy i have been advised as follows:Good afternoon Miss TedderWe have received an instruction from your insurer, Premia Solutions, for the repair of 2 wheels on your vehicle registration: N11 MHTHaving reviewed the images supplied by the insurer, your wheels are unfortunately too low to re diamond Cut, This would be due to previous repairs that have been carried out in the past, these repairs have unfortunately not left enough metal on the face.Cutting them again will alter the profile further and may affect the structural integrity causing them to be potentially unsafe.The only repair option we can offer now is to powder coat them in one block colour, This can be any colour of your choice, obviously the other 2 wheels will need to be matched.Are you able to place a claim for the other 2? alternatively we can discount the repairs to £75+vat per wheel for you.The repair process takes 3-4 working days to complete from wheel collection to delivery. As we leave the vehicle on axle stands flat off road parking will be required for us to leave your car safely - ideally a private driveway.Please note: Some vehicles are fitted with a TPMS system to monitor tyre pressures. During the repair process the sensors have to be dis-assembled and removed from the wheel as they do not withstand the stripping and refinishing process. On occasion this process can cause the sensors to malfunction when the wheels are refitted to the vehicle. There are several factors which can affect this such as age, manufacturer and any previous tampering / adjustments. Just Wheel Repair Limited take every precaution to mitigate any potential problems however can accept no liability for failure of the sensors as a result of the removal and refitting - without this process, the wheel cannot be repaired. If you have any queries please call or email at any time.We have availability to collect your wheels on Monday 10th August with delivery on Thursday 13th AugustPlease confirm how you wish to proceed and if the date provided is suitable for you.Once we have confirmation from you we will schedule the repair onto our system. Please find attached a copy of our terms and conditions which we ask that you familiarise yourself with prior to our visit. If you have any questions please contact us either by email or telephone on : 0333 2079971.Kind RegardsKristiJust Wheel Repair LtdPhone: 0333 207 9971 or 07515 399 809Website: www.justwheelrepair.co.ukEmail: info@justwheelrepair.co.ukWorkshop and Registered OfficeJust Wheel Repair Ltd, 26-26a First Avenue,Halstead, Essex, CO9 2EXhttps://justwheelrepair.co.uk/terms-conditions/I am extremely frustrated that the wheels cannot be correctly refurbished due to earlier repairs and strongly feel that the policy provided therefore is not fit for purpose. It would have been clear to yourselves that the wheels could not be diamond cut in the future as outlined above.I am now left with the only option being to have the wheels (all 4) powder coated in a block colour and having to pay for the 2no. wheels which are not damaged myself at a cost of £180!!!!! just to have a matching set.This is extremely concerning as I truly love my car and the diamond cut original wheels set it off.I would urge you to review the above and await your considered response. Should a satisfactory response not be received with 14 days I will refer the matter to the FCA.

part required for the car and tried to get through to the parts dept, just rings out/ Cust then called service dept, they would email parts but still didnt hear anything from them. the part is now broken again and the cust is needing the part again.

Evening,My car recently had a service with you and for some reason I have had a number of emails about booking the service as a requirement for my finance agreement.Could you please ensure that the recent service has been recorded against my vehicle correctly.RegardsPeter GuppeyThis is what the cust is getting from MBHello Peter,This is your reminder to book your CLA Shooting Brake, registration PE70 WPP, in for its service soon.As part of your finance agreement, you’re required to have your Mercedes-Benz serviced at regular intervals. To arrange an appointment at a time and a place that suits you, click below.Our trained technicians will have your car at peak performance and back on the road in no time at all, using only Mercedes-Benz GenuineParts.

From: tsulaiman14@gmail.comSent: Monday, July 13, 2026 10:31 AMTo: KirstyChapman@lookers.co.uk,Service-MB-Gatwick@lookers.co.uk,robertszegedi@lookers.co.uk,JackSlaughter@lookers.co.ukSubject: Formal Complaint Regarding Delayed Repair Authorisation and Poor Communication________________________________________External Sender: Confirm legitimacy before acting.Dear Service Manager,I am writing to express my disappointment and frustration regarding my recent service appointment at Mercedes-Benz Lookers Gatwick.My vehicle was booked in for a waiting appointment on 8 July. The appointment had been arranged around three weeks in advance because my vehicle requires several repairs, including:• Battery replacement• Brake pads• Air conditioning repair• TyresAs this was a waiting appointment, I took the day off work so I could remain at the dealership while the work was carried out.I arrived at my allocated appointment time of 10:30am, my vehicle was booked in, and I waited throughout the day expecting the repairs to be completed. It was not until approximately 5:00pm to 6:00pm, after I had been waiting for almost seven hours, that I was informed Motability had not authorised the repairs.What I find completely unacceptable is that I was left sitting there for the entire day before being told this. If authorisation had not been obtained, why was this not identified much earlier? I lost an entire day’s wages and annual leave waiting for work that never even began.The following day I contacted the service department at Gatwick and was told the repairs still had not been authorised. By this point I was extremely frustrated, so I contacted Motability directly.To my surprise, Motability explained that they had not received the required inspection video from Mercedes-Benz. As I understand it, the standard process is for the dealership to submit a video showing the faults, after which Motability reviews and authorises the repairs. According to Motability, this had simply not been done.Naturally, I had initially directed my frustration towards Motability, believing they were causing the delay, only to discover that the required information had never been sent by the dealership. That was incredibly disappointing.I then contacted Gatwick again and was advised that the member of staff dealing with my vehicle was not in that day. I was assured the matter would be dealt with, yet I am still waiting without any meaningful update.I have been a customer of Mercedes-Benz Lookers Gatwick for around six years. Croydon is considerably closer to my home, but I have continued travelling to Gatwick because I have always found the team to be professional and helpful. This experience, however, has been unlike anything I have encountered before.What concerns me most is that these are not minor cosmetic issues. My vehicle has faults affecting the battery, brake pads, tyres and air conditioning. Some of these, particularly the battery and braking system, are safety-related. I am continuing to drive a vehicle that has already been identified as requiring repair because the correct process was not followed.I would appreciate an explanation as to:• Why the required authorisation process was not completed before or during my appointment.• Why I was left waiting for almost seven hours before being informed nothing could be done.• What steps are now being taken to resolve this as a matter of urgency.• Whether any consideration will be given for the unnecessary inconvenience, loss of time from work, and distress caused by this situation.I have always spoken highly of the Gatwick team, which is why this experience has been so disappointing. I hope this matter is treated with the urgency it deserves, and I look forward to your prompt response.Kind regards,Toheeb Sulaiman

I have a case number 89066704

Hello,I have had the same issue for 5 years now when booking vehicle servicing with Mercedes Crawley Gatwick RH10 9AW.Every time I book on the Mercedes booking system it has allowed me to choose the service for a day and time that is convenient to me and I get a reconfirmation.I then receive an email or phone call from Lookers Mercedes Gatwick to advise that the day and time I booked is not available.Today I booked service B online for the 14 July at 10:30 as per the attached confirmation only to receive an email shortly after from Lookers saying that the service had to be cancelled and availability was not until 29 July at 08:00.In addition, I was advised that the vehicle has an outstanding warrant for a combustion failure fault. I have not been advised regarding this fault until the email today.This fault should also be rectified as a matter of priority.Jolene was very helpful on the call, but it is unfortunate that Lookers staff from the central call Centre must deal with the issues caused by the bookings system of Lookers Mercedes in Crawley. It is a very bad reflection on Mercedes customer service.The solution would be to not allow service bookings at Lookers on the Mercedes system or fix the problem.RegardsGlenn

Dear Customer services,Hope all is well.We want to log a complaint for the Gatwick branch service department: service advisor ROBERT SZEGEDI.Our car had a warrantee defect for the rear sub-frame, which needed to be replaced under the Mercedes warrantee The car was dropped to the service centre on Thursday 25th June. The sub frame was ordered, and the inspection reported a few critical issues that needed repairs. I called on Friday 26th June and Monday 29th June 5 times in total, left a message for Robert Szegedi to call me back and to date no call from the service advisor. Saturday 27th June I ticked the two repairs and authorised it via the app (link sent in the email). To check / confirm that the repairs was to carried out I called three times on Monday 29th June, spoke to few colleagues and they said Robert will call you back – NOTHING AND NO CALL BACK. You can check you call recordings – if you have one since Friday.Now we are informed only the sub-frame has been replaced and no repairs!!!We have always bought our Mercedes’s (two) from the Gatwick branch since very long time, change every three/four years - you can check.This is the first time we have experienced such issues from the service centre. We are all very busy, with limited time, and this should not happen from a top class Mercedes dealership – un-necessary stress…. This is what spoils the brand names if we were to blog….Can you take this up with the service centre at the Gatwick branch as I cannot get anywhere…Kind RegardsRaj Amin

From: allen & maria ryanSent: 2 July 2026 09:01:00 BSTTo: crawley.gb@retail.mercedes-benz.comSubject: Re: Your service appointment at Mercedes-Benz | on 2 Jul 2026 at 08:45, booking code: BGKYJUDear Sir/Madam,I would like to know why this appointment, made through the booking website, was not to be found on the Gatwick site system.I turned up for the MOT to be met with blank looks and some consternation as my car had not been planned in. This is not the first time that a booking I made via the website did not appear at the servicing station.I have to organise time off work to accommodate these appointments, and I would appreciate some feedback as to why this mismatch with the bookings keep happening and what I need to do to ensure that I am expected when I turn up for a booking.It is also not fair on your employees to have to sort this out on the day, which they are trying to do by somehow fitting me in.Kind regards,MariaSent via BT Email AppFrom: Mercedes-Benz of GatwickSent: 10 June 2026 13:38:21 BSTTo: allenmaria@btinternet.comSubject: Your service appointment at Mercedes-Benz | on 2 Jul 2026 at 08:45, booking code: BGKYJUMercedes-BenzMercedes-BenzHello Maria Ryan,Thank you for your service appointment booking. Your booking code is BGKYJU. Do you have any questions? You can reply to this email directly.Your service appointment booking:Your appointment dateThursday 2 Jul 2026, 08:45Your booking code:BGKYJUSelected servicesMOT44.95 GBP incl. VATMOTOnce your car has reached 3 years old, you are required by law to have a MOT test carried out every year.By taking your car to a Mercedes-Benz Authorised Repairer, you can be sure that all work is carried out by a trained Mercedes-Benz Technician.During the MOT (Ministry of Transport) test, an approved tester checks that your car meets minimum acceptable road safety and environmental standards. The MOT tester checks a wide range of your car’s components, including vehicle structure, exhaust emissions, seat belts, doors, mirrors, brakes, lights, wipers, washers and your windscreen. Please note that Taxis, Private Hire vehicles and Northern Ireland vehicles have different terms. Please visit the Government website for more details.Your mobility optionLoungeFreeYour details:Maria Ryanallenmaria@btinternet.com +447894472206London Road1 Old Highlands Court RH17 5PXHaywards HeathYour vehicleSLC 250 d AMG LineMileage: 52,084 miVIN: WDD1724042F133469Registration number: LS66 XXYYour Mercedes-Benz Authorised RepairerMercedes-Benz of GatwickGatwick Road 78Crawley RH10 9AWPhone +44 1293 594300ContactMercedes-BenzGatwick@Lookers.co.uk" target="_blank">ContactMercedes-BenzGatwick@Lookers.co.ukhttps://www.mercedes-benzofgatwick.co.ukYour referenceHi, the booking site is quoting me a charge for the MOT, but my understanding is that the MOTs are included in my current service plan. I am sure we can sort this out on the day. Kind regards, MariaNotes:To perform maintenance in accordance with the manufacturer’s specifications, the vehicle is checked during service intake for Service A or B to determine whether additional services are necessary. This may result in additional work. To prepare and process your service appointment, the required data, including your contact details, will be transmitted to the Mercedes-Benz dealership you selected.Required documents:In the instance that you may have a Loan Vehicle booked, please bring your valid UK Driver Licence with you to be presented prior to your loan.Cancel or reschedule this appointmentClick Here to manage your booking. You will need your booking code and your email address to access.Your Mercedes-Benz Authorised Repairer is looking forward to your visit.Mercedes-Benz of GatwickGatwick Road 78Crawley RH10 9AWPhone: +44 1293 594300crawley.gb@retail.mercedes-benz.comhttps://www.mercedes-benzofgatwick.co.ukLookers MB LimitedA company registered in England and WalesRegistration Number: 01097144Registered Address: 1st Floor Lookers House, Lookers Stoke, Bede Road, Stoke-on-Trent, United Kingdom, ST4 4GU