My car was at Lookers/MB Gatwick from 25th February until last week (I believe it was handed over to Westbourne Motors onWeds 27th May). The diagnosis was an issue that required a new high voltage battery to be fitted.However, all in all the car was at Lookers/MB Gatwick for 12 weeks.I had various issues with the clarity and lack of communication from the dealership virtually throughout the time it was there onsite.I had an acknowledgement to my last complaint on 22nd April, but no further update was provided.As someone who has driven for over 50 years I have never before come across such a dreadful service department. I have listed some of the main issues :Blatent lies - being told in the first couple of weeks, ‘the battery will be here next week/its coming on a specially designed van’Not making the 1Link connection to Enterprise cars, resulting in £918.78 being taken by Enterprise from my account as Lookers/MB Gatwick had not paid.Not being offered a car from MB Gatwick car pool.The general attitude and lack of customer care shown by Ben Wardrobe (then service manager)The lack of communication throughout the company. Leaving me trying to call Lookers/MB Gatwick only to be transferred in the phone system to speak to a Lookers agent based in Newcastle, who would assure me they would pass a message through, but I got nothing back.The fact ‘MBResolutions' also had issues trying to get information from Lookers/MB Gatwick.Although communication was improved (slightly) by Vernon Da Silva becoming service manager, no one has yet written or explained what the actual issue with the car was (bar a high voltage battery issue). I did have a voicemail from Michael (Peters?) 18th may saying ’We have actually replaced the battery in your vehicle'Having the car returned but the service manager didn’t know which company had it or their telephone number. Resulting in the fact I couldn’t contact them to explain that delivering the car to my home address would involve issues, depending on the size of trailer our car was coming back on. (As it happens the driver called me and he had to park on a main A class road and drive our car off his trailer to our address)At no time has anyone apologised for the prolonged stress and angst caused, not knowing when we could get our car back.I would like someone from Lookers to respond to the points I have raised above, although if the company attitude and communication is reflected by Lookers/MB Gatwick I won’t be holding my breath!!

My car was at Lookers/MB Gatwick from 25th February until last week (I believe it was handed over to Westbourne Motors onWeds 27th May). The diagnosis was an issue that required a new high voltage battery to be fitted.However, all in all the car was at Lookers/MB Gatwick for 12 weeks.I had various issues with the clarity and lack of communication from the dealership virtually throughout the time it was there onsite.I had an acknowledgement to my last complaint on 22nd April, but no further update was provided.As someone who has driven for over 50 years I have never before come across such a dreadful service department. I have listed some of the main issues :Blatent lies - being told in the first couple of weeks, ‘the battery will be here next week/its coming on a specially designed van’Not making the 1Link connection to Enterprise cars, resulting in £918.78 being taken by Enterprise from my account as Lookers/MB Gatwick had not paid.Not being offered a car from MB Gatwick car pool.The general attitude and lack of customer care shown by Ben Wardrobe (then service manager)The lack of communication throughout the company. Leaving me trying to call Lookers/MB Gatwick only to be transferred in the phone system to speak to a Lookers agent based in Newcastle, who would assure me they would pass a message through, but I got nothing back.The fact ‘MBResolutions' also had issues trying to get information from Lookers/MB Gatwick.Although communication was improved (slightly) by Vernon Da Silva becoming service manager, no one has yet written or explained what the actual issue with the car was (bar a high voltage battery issue). I did have a voicemail from Michael (Peters?) 18th may saying ’We have actually replaced the battery in your vehicle'Having the car returned but the service manager didn’t know which company had it or their telephone number. Resulting in the fact I couldn’t contact them to explain that delivering the car to my home address would involve issues, depending on the size of trailer our car was coming back on. (As it happens the driver called me and he had to park on a main A class road and drive our car off his trailer to our address)At no time has anyone apologised for the prolonged stress and angst caused, not knowing when we could get our car back.I would like someone from Lookers to respond to the points I have raised above, although if the company attitude and communication is reflected by Lookers/MB Gatwick I won’t be holding my breath!!RegardsSteve Jones

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

I am writing about my car which I bought from Mercedes Gatwick in May of last year, I collected it on 25 May 2025.The MOT history of 13 February 2025 shows that the rear brake pads were wearing thin and the rear break discs were worn.Another MOT was done on 22 May, I assume this was done again because I had bought the car which didn’t show these advisories. I was advised that the brake pads had been changed.In November of last year, I took the car to change the battery (which had died and had to be replaced under warranty) and they did a vehicle health check which showed that the break discs needed to be changed. When I collected my car, I queried this and was told someone would look into this and would call me back. No one called.I did the MOT and service on 15 May of this year and the vehicle check again showed that I need to change the break discs.You would have seen that I did less than 3000 miles in a year as I don’t often use the car. The break discs were something that should have been addressed before I was given the car and I don’t think I should be expected to pay for this when it wasn’t caused by me, it was reflected in the MOT in February. Further, I haven’t used the car much and it was a pre-existing issue which I noted immediately last year but no one called me to discuss.I bought the car from the dealership as I trusted everything will be fine.Please confirm as soon as possible that you’ll change the break discs free of charge as this was something that occurred prior to me buying the car and that it should have been rectified.I look forward to a prompt response.

Good afternoonPlease find below a new complaint for your review.NOTE: The repairer must complete all fields highlighted in yellow.Complaint & Repair Record TemplateComplaint raised by Premia Solutions Limited (CR@premiasolutions.com)Date raised 01-May-2026Customer name Mrs Lesley WardCustomer email address Misswardno1@aol.comCustomer phone number 07970017235Vehicle registration W80LESClaim reference CL/78/435092CP reference CP020913Complaint summary ph called and said wish to notify us that she is not happy with the repair carried out by our repairer ph said when they returned the car the car wasn't cleaned up properly ,and ph also said the repair carried out on the wheels ,basically the edge of the wheels the silver rim are sharp and it should be smooth as compare with the other two alloys ph also said she is not happy about this as also have picked up the car yesterday only . ph preferred not to be instructed them again as she is not happy with the repair carried out Please if you can have a look and update the ph as well . ThanksDate(s) and time(s) of visitRelevant information – clear factsRequired action by repairer Please contact customer for further information / images and arrange rectificationRepair method for a satisfactory rectificationRepairer commentsRectification date booked (specify date)All technical reports attached Yes / NoCompensation requiredCompensation amountAgreed with compensation Yes / NoPhotos of completed repair attached Yes / NoImages pre-repair attached Yes / NoSigned satisfaction form attached Yes / NoSigned conditional acceptance form attached (if relevant) Yes / NoHave a good weekend!Kind Regards

Dear Sir /Madam.This is a complaint regarding the purchase of a c200 sport saloon from with license plate LJ68 VNM bought recently, from Gatwick Mercedes.I would firstly like to praise the efforts of Pritesh, the salesperson of the garage. He was professional and hospitable, I can't fault him in any way. The people doing checks on the car however clearly made some errors. After only using the car a few times, I travelled to Newcastle upon Tyne and could soon hear a noise in the car and had to get it inspected in the Newcastle Mercedesgarage . Upon inspection it was noted that 3 of the Types were not road worthy also they found a fault with a part.I was left waiting in the showroom for over 8 hours and I had to leave the car on Thursday until Monday. You agreed to cover the cost ofthe repair, however I feel this was very disappointing for mercedes. It delayed my plans and could have potentially be dangerous. Tyre issues are serious and can result in penalty points and a fine. This incident was emotionally and financially upsetting for me. I do hopethat you would follow up on what happened here and prevent this happening to anyone else in the future.Thank you,Haley Ardabiii

AfternoonMichael has called again chasing his refund as they have still not received it and no contact has been made with them either.Can this be looked into ASAP and the customer contacted to advise of refund status.RegardsMorningCustomer has called as still awaiting refund from parts department for incorrect spark plugs that were supplied and then returned, 8 in total and was back end of January or 12th Feb and payment was taken over the phone.Can this be looked into, chased and customer contacted to provide timescale for refund.Regards

I have been told by Enterprise (Leeds Bradford Airport) that the car they have currently lent me is now being billed to myself.As you know you (MB GATWICK) previously failed to cover the (‘on contract/ 1 Link’?) cost and I was charged £918.78 p (that was finally reimbursed).You (MB Gatwick have had my car now for over 8 weeks and I have had no contact from MB Gatwick for 3 weeks (a phone call to say you are awaiting a battery) now and assume my car is still unfit to drive - so I need a car!!Please contact Enterprise Leeds Bradford Airport and stop.I look forward to receiving your response.Steve Jones

Dear Mercedes-Benz UK Customer Services,I am writing to formally raise a complaint regarding above subjected vehicle purchased on 21/04/2026 under the Mercedes-Benz Approved Used scheme from Mercedes-Benz of Gatwick (Lookers Motor Group).The vehicle Mercedes Benz GLC 300d (GV71FHX / MM21ONE) suffered a major engine failure in Germany on 16/04/2026, just two days into my holiday. As a result, I have been stranded abroad for several days, forced to cancel my holiday, and have incurred significant financial losses and mental stress.Despite numerous attempts to obtain assistance, I have been refused support by Mercedes roadside assistance due to the vehicle not having valid Mobilo cover. I have since been informed that this is because the last two services were not carried out within the Mercedes-Benz network.This was never disclosed to me at the point of sale. I was clearly led to believe that:• The vehicle had full Mercedes-Benz service history• The vehicle came with Mercedes-Benz warranty and roadside support including EUAdditionally, I have now discovered that the warranty provided is not a direct Mercedes-Benz warranty but through a third party, which is materially different from what I reasonably expected under the Approved Used scheme.This situation has left me stranded in a foreign country without support, which is unacceptable for a vehicle sold under the Mercedes-Benz Approved Used programme.I am now requesting:1. Immediate assistance in arranging repatriation of the vehicle to the UK2. Intervention with the supplying dealership to resolve this matter urgently3. A full investigation into the sale of this vehicle under the Approved Used scheme4. Compensation for the financial losses and disruption causedI would appreciate your urgent attention to this matter, as it is time-sensitive and continues to cause financial and personal impact.Kind regards,Shahid Lone

Dear Complaints departmentYou Gatwick branch has had my car for months for repairs and I have still have no idea what is happening with it - the customer service is terrible - I have been told you have the parts - then you don’t have the parts on a few occasions and I still don’t know what specific part you are waiting for. They say they will email and then don’t - please see email trail below.I honestly don’t know what to do to get the car repaired. Every day is costing me money. This is an expensive new car so the parts should be available and I just do not understand what is happenomgI look forward to hearing from youSofia Khan