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

My partner had a 14.00 hour appt, at 14.30 we walked out! During that time one salesman told us that the person we had the appt. with wouldn’t be long! No offer of a drink was made and we were not kept informed of how late our appt.would be. Last time I checked selling cars was all about customer engagement and courtesy. Sadly Lookers of Gatwick are lacking in these basic skills; very unprofessional. My partner initially contacted Lookers and then made the appt.; I hope that Lookers poor behaviour on the day was not because they thought they were solely dealing with a woman.

Sales executive conductProvision of false informationWittholdimng deposit far in excess of stated guidelines and failure to return deposit after numerous requests to do so

I am submitting this as a formal complaint regarding the ongoing handling of a fault with my vehicle.The issue was diagnosed over a month ago - only after I'd initially been told it had been fixed and so went to pick-up the vehicle before realising it wasn't fixed - and the required part(s) were ordered prior to my car being later returned to me on 20th May 2026. Since then, I have received no clear update on when the parts are expected to arrive, nor any confirmed plan for completing the repair.Despite multiple follow-ups on my part, including emails and telephone calls, communication from Mercedes-Benz of Gatwick has been extremely poor. A requested deadline for an update (Friday 29th May) was missed without acknowledgment, and a formal escalation email — including senior management — has also gone unanswered. When my husband spoke to your Service Advisor in early June, we were advised there was still no update on the parts.At this stage, my concerns are:- The excessive delay (now over one month) with no confirmed timeframe- The lack of proactive communication or ownership of the issue- The absence of any clear repair plan- The lack of written confirmation that this work will be covered under warrantyThis level of service falls well below what I would expect from Mercedes-Benz.I am seeking:- A clear update on the parts order, including a confirmed or estimated delivery date- A defined plan for completing the repair as soon as possible- Written confirmation that the repair is fully covered under warranty- Improved communication and accountability going forwardIf this matter is not resolved promptly, I will escalate it further to Mercedes-Benz UK Customer Services.

I am submitting another formal complaint regarding the sale and subsequent handling of a Mercedes-Benz GLC (Registration: MM21ONE / Original Registration: GV71FHX, VIN: W1N2533112G024663) purchased from Mercedes-Benz of Gatwick on 21 March 2026 for £34,900.At the point of sale, I was advised that the vehicle had:• Full Mercedes-Benz Service History.• 12 months Mercedes-Benz Approved Used Warranty.• 12 months Mercedes-Benz Roadside Assistance.On 14 April 2026, I travelled to Europe on a two-week road trip. On 16 April 2026, the vehicle suffered a catastrophic engine failure on a motorway in Germany, only 26 days after purchase. The vehicle was recovered to a Mercedes-Benz dealership in Germany, where the engine was diagnosed as failed and beyond economical repair.Whilst stranded in Germany, I repeatedly contacted Mercedes-Benz Roadside Assistance for assistance and repatriation of the vehicle. I was informed on multiple occasions that the vehicle was not covered because the last two services had not been carried out by Mercedes-Benz or a Mercedes-Benz approved garage. Despite repeated assurances from Mercedes-Benz of Gatwick that the vehicle had roadside assistance cover, no assistance or repatriation was provided by Mercedes-Benz.As a result, I was left stranded in Germany and was forced to return to the UK without my vehicle. The holiday I had planned for months was effectively ruined, causing significant stress, inconvenience and financial loss.Following the breakdown, I raised concerns that the vehicle had been misrepresented at the point of sale. Mercedes-Benz Roadside Assistance repeatedly advised that the vehicle was not eligible for roadside assistance due to its service history. My Mercedes Me App also showed that the vehicle did not have Mobilo cover. In addition, Mercedes-Benz Solihull later identified concerns regarding the servicing history and noted that genuine Mercedes-Benz parts had not been used during the last service.Throughout the following two months, I experienced repeated delays, missed commitments and poor communication from Mercedes-Benz of Gatwick. I was repeatedly required to chase updates regarding recovery, inspection and resolution of the matter.The vehicle was subsequently inspected by Mercedes-Benz Germany, Mercedes-Benz Solihull and Mercedes-Benz of Gatwick. Mercedes-Benz of Gatwick has now agreed to buy the vehicle back for the full purchase price of £34,900, effectively accepting my rejection of the vehicle.However, the following issues remain unresolved:• The apparent misrepresentation regarding the vehicle's service history.• The apparent misrepresentation regarding Mercedes-Benz roadside assistance cover.• The significant inconvenience, stress and disruption caused by the breakdown and subsequent handling of the complaint.• My consequential financial losses, which were originally submitted on 29 April 2026 together with supporting documentation and later reviewed and submitted again with further editions on 18/06/2026.I am seeking a full review of the conduct of Mercedes-Benz of Gatwick, an explanation regarding the representations made at the point of sale, and a fair resolution of the outstanding losses and customer service failures associated with this matter.

Ticket.....88712153I wrote to this address on June 3rd and you responded by informing me I would get a response within 14 days (was it from when I wrote or when 'the system' acknowledged it.......sadly I haven't.But this doesn't surprise me following the appalling lack of communication to me previously.An acknowledgement would be appreciated.

I am making a formal complaint regarding a serious security failure by Mercedes-Benz Gatwick during a recent vehicle service using the collection and delivery service included in my service plan.As I was on holiday, I arranged for my vehicle to be collected from and returned to my mother's address, and her contact details were provided to Mercedes-Benz. On the morning of the service, I specifically confirmed that her telephone number was recorded on the booking.When the vehicle was returned, it was left outside the property but the keys were not returned. I later discovered that the driver had been directed to the wrong address by a neighbour and, instead of contacting either my mother or me using the telephone numbers on file, posted the keys through the letterbox of an unrelated property.This was a serious security breach. The keys to my vehicle were delivered to the wrong address without any verification or attempt to contact the named recipients. Had the vehicle been stolen or the keys lost, Mercedes-Benz would have been responsible for creating that risk.The situation was only resolved because the homeowner at the incorrect address found the keys and took it upon herself to locate and return them. Had she not done so, the keys could have remained missing for days or fallen into the wrong hands.The incident caused significant stress and anxiety while I was away on holiday and was entirely avoidable. To make matters worse, the vehicle was also returned without being cleaned.I would like:• A written explanation of how this happened.• Confirmation of the procedures that should have been followed and where they failed.• Details of the corrective action being taken.• A formal acknowledgement of the seriousness of the security risk created.• Appropriate compensation for the distress, inconvenience and poor service experienced.I believe this incident falls far below the standards expected from Mercedes-Benz and request a full response within 14 days

Subject: Formal Complaint and Warranty Query: Mercedes-Benz EQB 350 | KS71 ZZP | VIN W1N2436122N002686Mercedes-Benz UK Customer ServicesMercedes-Benz UK LimitedTongwellMilton KeynesMK15 8BADear Mercedes-Benz UK Customer Services Team,Vehicle: Mercedes-Benz EQB 350 AMG Line Premium 4Registration: KS71 ZZPVIN: W1N2436122N002686Date of First Registration: 09/02/2022Current Mileage: 34,984Dealer Visited: Hedin Automotive London Ltd, Mercedes-Benz West BromleyJob Number: 33164Invoice Number: 58550Date of Visit: 08/06/2026I am writing to raise a formal complaint and to ask for your assistance regarding a coolant warning light fault on my EQB and the way in which it has been handled by my local Mercedes-Benz dealer.BACKGROUNDThe amber coolant temperature warning light appeared on my dashboard and I booked the vehicle into Mercedes-Benz West Bromley (Hedin Automotive London Ltd) for investigation. The technician performed a short test and identified a fault with the coolant switchover valve, specifically no power to the valve and an open circuit on Pin 15 of the low-temperature circuit switchover valve 2 to the X-connector. This was confirmed in both the Service Invoice and the Vehicle Health Check document provided to me on the day.MY CONCERNSI have two concerns that I would like Mercedes-Benz UK to be aware of and to assist with.Concern One: This is a known manufacturing defect and should be treated as a warranty repair.Having researched this fault, I have found extensive documented evidence that this exact issue, a failing or stuck coolant switchover valve, is a widespread and recurring problem across the EQA, EQB and EQC range. I understand that Mercedes-Benz issued a silent technical revision to this component, replacing part A 297 830 54 03 with an improved revision A 297 830 89 03. The issuing of that silent revision indicates that the manufacturer was aware of a defect with the original part. Many other EQB and EQA owners have had this fault repaired at no charge under the manufacturer's warranty, and I do not understand why my vehicle is being treated differently.Regarding warranty coverage, my vehicle is 4 years and 4 months old with 34,984 miles. I believe the repair falls within the scope of the Mercedes-Benz BEV Battery Certificate Warranty for EQA and EQB (243) models, which provides coverage for up to 8 years or 100,000 miles from the date of first registration. The coolant switchover valve forms part of the thermal management system that directly regulates the High Voltage Battery, and I believe this repair should be authorised as a warranty claim. I would also ask that you check whether an extended warranty is held against this vehicle, as this may provide additional coverage for this repair.Concern Two: The diagnostic charge applied does not appear to be justified.I was charged 252.00 pounds including VAT (210.00 pounds excluding VAT) for the diagnostic investigation. However, I have SMS messages from the dealer's own service department showing that the vehicle entered the workshop at 15:20, and by 15:36, just 16 minutes later, I was already being informed that the fault had been found and quoted 504 pounds for further work. Despite this, the Vehicle Health Check document logs 2.00 hours for the diagnostic exercise. I do not believe this charge fairly reflects the time and work actually carried out, and I would like Mercedes-Benz UK to be aware of this discrepancy.WHAT I AM ASKING FORI would be grateful if Mercedes-Benz UK could assist with the following.Firstly, please advise whether the coolant switchover valve fault on my EQB (VIN W1N2436122N002686) is covered under the manufacturer's warranty, the BEV Battery Certificate Warranty, or any extended warranty held against this vehicle, and if so, please authorise the repair accordingly.Secondly, please advise whether a Technical Service Bulletin exists for this fault on EQB (243) models and whether other customers have had this repair completed under warranty.Thirdly, please assist in recovering the 252.00 pounds already charged for a diagnostic that I believe should have been treated as a warranty investigation from the outset.I have raised these points directly with Hedin Automotive West Bromley in a separate letter sent on the same date. I wanted to make Mercedes-Benz UK aware of this situation at the same time, as I believe this matter goes beyond one dealer and reflects a wider issue with how this known fault is being handled across the network.I would appreciate a response within 14 days. Please feel free to contact me on the details below.Yours sincerely,Mulki Maye

Dear Sir/Madam,I purchased this vehicle brand new from Mercedes-Benz Crawley in July last year, officially collecting it on 11 July. The car registration is GV25 PXU and I am the registered owner.Since purchasing the car, I have enjoyed driving it and was very excited to own what was genuinely one of my dream cars. However, I have experienced multiple issues with the vehicle, including technical faults, which have left me increasingly concerned about its reliability.I currently pay approximately £370 per month for the car, yet I now find myself worried about driving it to work or travelling longer distances because it has broken down on multiple occasions. I have a 30-minute commute each way and often worry about whether I will make it to and from work without further issues.The first major issue occurred a few months ago when the car broke down. I contacted recovery through MyMercedes and the RAC attended. Initially, they believed the issue may have been related to fuel quality due to the car juddering while driving. However, it was later identified as a fault with the ignition coil. The vehicle was then taken to Mercedes-Benz Brighton.Unfortunately, I was disappointed with how the matter was handled by Mercedes-Benz Brighton. I was initially provided with a hire car, which was appreciated, but after a few days I was contacted and told it needed to be returned because it was considered “too premium.” I had originally been given a 23-plate Mercedes A-Class, but when I returned it I was provided with a 25-plate Peugeot SUV instead. This decision did not make much sense to me, particularly as I already owned a Mercedes vehicle and the new vehicle they gave me seemed to be 'more premium' than the 23-plate Mercedes.Communication throughout this process was also poor. I often had to chase for updates myself, as I was rarely contacted proactively. I work shifts, so trying to organise my schedule while worrying about my vehicle and waiting for unexpected calls regarding collection was stressful and inconvenient. Additionally, when I first dropped the car off, I felt the process lacked support and guidance. I had to ask what I needed to do, and I was not even asked whether I needed to remove any belongings from the vehicle.The second issue related to the air conditioning system. When the RAC were initially investigating the breakdown, an issue with the air conditioning was identified. A few weeks ago I attended Mercedes-Benz Crawley to have this looked into. During that visit one issue was resolved, but after further diagnostics they found an additional fault requiring further work. I was advised the appointment I attended on the 22nd April was when they were fixing it as a whole and was informed there would be a hire car arrangement in place. However, I was told to return at another time and subsequently received no reminder for the appointment, which unfortunately resulted in me missing it. This new appointment was meant to be on the 14th of May.Most recently, on Monday 18 May, I attended another appointment and experienced yet another issue. When entering the car, the alarm continuously sounded and would not stop. I tried moving the vehicle, turning it off and on, and using the spare key. The vehicle then displayed messages stating that the key was not detected and that the car had been involved in a collision, which was entirely incorrect.I contacted MyMercedes again and a recovery team attended my address approximately four hours later. The immediate issue now appears to be resolved; however, this incident has left me feeling very uneasy about the vehicle’s reliability. I have now booked the car in again for the air conditioning issue and a full inspection to ensure there are no further faults. This appointment is booked for the 27th of May 2026.I work in an extremely busy role and rely heavily on my car for travelling to and from work. I am very disappointed that after purchasing one of my dream vehicles, the ownership experience has not been what I expected. For a relatively new vehicle, I feel it has been unreliable and problematic. While I enjoy driving the car, I have concerns regarding its performance. I feel that fuel consumption is higher than expected, the vehicle has become unreliable, braking can feel harsh, and at times the car does not respond as expected when accelerating and the list does go on.Overall, I feel disappointed and upset that something I worked very hard to purchase has become a source of stress rather than enjoyment. I do not usually complain and this is not something I would normally do, but I feel it is important to raise these concerns as I am currently very unhappy with the vehicle and my experience so far.Given the number of faults, recovery call-outs and ongoing concerns regarding reliability, I feel that I have lost confidence in the vehicle despite it being relatively new. I would appreciate a full review of the vehicle’s history and faults, together with clarification on what support Mercedes can provide moving forward.I would also like confirmation of what steps will be taken to investigate these issues thoroughly and whether any additional support, goodwill assistance and compensation, extended warranty consideration, or alternative arrangements can be offered while the vehicle is being assessed.Please could you respond within 14 days with details of how this matter will be progressed.Kind regards,Meadow Davies