This is a follow up to complaint lodged several weeks ago reference 86085616.In spite of multiple calls to you and visit to Gatwick Mercedes issue remains unresolved since January of this year. Assurances of customer service agents when I’ve called has proven to be empty words. The last time was about a week ago when I was told to expect a call within 3 days.I am truly disappointed and appalled by your handling of this matter.I am considering reporting you to regulators for your dismal failure and refusal to refund my money.

I had a service booked for my Mercedes last Friday and had also booked a courtesy car in advance. Prior to the appointment, I received an email reminder to book the service, so I completed the booking online and selected the “Drive” option, which stated that I would be able to stay mobile. This was also stated in my confirmation email.When I arrived at the dealership, I was left waiting for around 15 minutes before anyone came to see me. When Morgan eventually came out, I was told that I had not booked a courtesy car.At that moment I could not immediately find the confirmation email and I was under pressure as I had another appointment I needed to get to. I explained that I had specifically booked the courtesy car and had even called a few days beforehand to confirm it. However, I was told that no car was available.Morgan suggested that I take my car to my appointment and then return afterwards for the service. I brought the car back at around 10:45am, but again I was left waiting for approximately 10 minutes before anyone attended to me.By this time I had found the confirmation email clearly showing that I had booked a courtesy car and selected the “Drive” option so that I could remain mobile while my car was being serviced. Despite showing this, nothing was done to resolve the situation or provide the courtesy car that had been arranged.I eventually had to inconvenience someone else to give me a lift. Throughout the day there were no updates provided, and it ultimately took around six hours before I was able to collect my car.Overall, the experience was extremely frustrating and inconvenient, particularly given that I had taken the time to book and confirm the courtesy car in advance. The online booking system and the “Drive” option clearly indicate that you will be able to remain mobile, which was not the case here, and this is something that needs to be reviewed.

I paid a £500 deposit on new MB A180 at the beginning of this month. After delays caused by difficulties with your bankers or MB, the money did not leave my account until 9 March.By then I went elsewhere and i've been told that my deposit will be returned. I still await the ££500 appearing in my account.That has lead me to initiate proceeding in the Small Claims Court.

I am having serious problems with the Crawley/Gatwick Branch. I went into the Branch on the 29th January as my car was running rough RA22WXZ. I was was ask to bring it in for a day so that it can be access, and I did so accordingly. When I collected the car I was informed that it needed some sort of ring replaced. I was told it would be ordered and that I would be contacted within a week to 10 days for a date to take it in. Two weeks passed and I had no contact so I contacted the branch on the morning of Friday the 17th February. I was told that someone called Robert was dealing with it and he was on not working on that date so I should called back on Monday the 20th. I called and was told that he's busy but would called me back later that morning. I did not get a call so went into the branch in the afternoon. Robert came out, I explained that I was not happy with the quality of service and was told by him that "he's busy " no apology. He said he would go and check if the parts had arrived, I waited for 15 and no sign of him so I left as I had a prior appointment. I came back late in the afternoon and saw him again. He went again to check if the parts had arrived, I waited for 17 minutes then he returned to ask me the registration of my car. When he came back he said "bring your car in on the 6th March and walked off. I said to him, just a minute " do you need to car for the day, he replied " no for the week" I explained that I use the car for my job( I am a chauffeur) and that I have to have the car back by Friday the 13th. I rang the branch on Wednesday the 11th to confirm that the car would be ready. I spoke to someone called Michael who informed me that they were still waiting for the parts. After I saw Robert, I was very unhappy with the poor customer service quality. I spoke to one of the staff as to who I should complain to. I was told it was someone called Ben Wardrobe. I wrote yo him on the 5th March and had an automated response that he's away until the 16th February.

Dear Sir/Madam,I am writing to make a formal complaint regarding a vehicle I purchased from Mercedes-Benz of Gatwick approximately three years ago.Vehicle details:Registration: EO16 OTRI was recently stopped by the police and informed that the tint on the front driver and passenger windows is illegal under UK road regulations. As a result, I was issued with a £100 fixed penalty notice and instructed to remove the tint immediately.The vehicle was purchased from your dealership with the window tint already fitted, and as a customer buying from an authorised Mercedes-Benz dealership I naturally assumed the vehicle complied with UK road legal standards.It is therefore extremely concerning that the vehicle appears to have been supplied with non-compliant window tint, which has now resulted in a police fine and the inconvenience of having to rectify the issue myself.Under the Consumer Rights Act 2015, goods supplied by a retailer must be of satisfactory quality, fit for purpose, and compliant with applicable legal standards. A vehicle supplied with illegal window tint does not appear to meet those expectations.I would therefore ask that you:• Reimburse the £100 fine issued as a result of the illegal tint• Cover the cost of removing the non-compliant window tint• Provide an explanation as to how this vehicle was supplied with illegal tint installedI hope this matter can be resolved quickly and amicably. Please respond within 14 days of receipt of this letter.I look forward to hearing from you.Yours sincerely,Matt Lambert

Good AfternoonPlease see below and attached a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: GDPR HelpSent: 09 March 2026 12:12To: F and I Complaints; Nikki SimmsCc: GDPR HelpSubject: FW: Misrepresentation and Breach of Contract (KR66UHA)Good afternoonPlease find below request we have received via our shared mailbox.Can we leave this with you to review and respond accordingly.Thank youJarkaGDPR HelpLookers Motor Group LimitedLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke, ST4 4GUT: 0161 291 0043lookers.co.ukFrom: J NSent: 07 March 2026 06:39To: GDPR Help; Brijesh PatelCc: LishSubject: Misrepresentation and Breach of Contract (KR66UHA)External Sender: Confirm legitimacy before acting.SIMBARASHE JOSHUA NHARI7 ORSLOW WALKWOLVERHAMPTON, WV10 0UEJSNHARI@GMAIL.COM07738554239Date: Saturday 7th March 2026To:Lookers Mercedes-Benz Gatwick78 Gatwick Rd, Crawley RH10 9AWGatwick, United KingdomSubject: Letter Before Action – Misrepresentation and Breach of Contract (Vehicle Purchased 11 August 2023)Dear Sir/Madam,I am writing regarding the vehicle purchased from your dealership on 11 August 2023 at Lookers Mercedes-Benz Gatwick. The sale was conducted by your representatives Mr. BRIJESH PATEL and my partner Miss Jalisha Burns.At the time of the purchase, I specifically asked at the lookers site and via email whether the vehicle had been involved in any accidents or had any prior bodywork repairs. I was explicitly informed by Mr. BRIJESH PATEL that the vehicle KR66UHA had not been involved in any accidents. I later emailed to query why the front bumper and also on colllection that the front and back bumpers appeared lower than expected and to gave been repainted or potentially bodywork had been undertake. and again received reassurance that there were no accident issues with the vehicle.However, upon recently reviewing the Mercedes documentation booklet provided with the vehicle, I discovered a repair receipt relating to bodywork and paintwork carried out by another garage for the previous owner. This clearly indicates that the vehicle had previously undergone significant repair work. This information was not disclosed at the point of sale, nor during my later enquiry.Had the true condition and repair history of the vehicle been disclosed, Jalisha Burns would not have purchased the vehicle or entered into the contract.The circumstances raise several serious legal issues:1. Misrepresentation – Misrepresentation Act 1967The statement that the vehicle had not been involved in accidents or significant repair work constitutes a false statement of fact which induced me to enter the contract. Under the Misrepresentation Act 1967, Jalisha and I are entitled to seek rescission of the contract and/or damages.2. Breach of the Consumer Rights Act 2015Under the Consumer Rights Act 2015, goods supplied by a trader must be:- As described- Of satisfactory quality- Fit for purposeA vehicle represented as accident-free when it has undergone undisclosed body or paint repairs is not as described and therefore breaches the Act.3. Failure to Provide Material InformationMotor traders have a duty to disclose material facts that would influence a reasonable consumer’s purchasing decision. Previous body repairs and accident history are clearly material facts.4. Data Protection Concerns – UK GDPR / Data Protection Act 2018The presence of repair documentation containing information related to the previous owner raises concerns regarding improper handling and disclosure of personal data, which may constitute a breach of the UK GDPR and Data Protection Act 2018.Due to the above misrepresentation and failure to disclose material facts, Jalisha Burns entered into the contract under false pretences and without the ability to make an informed decision.Remedy SoughtTo resolve this matter without court proceedings, I require the following:1. Rescission of the contract and full refund, or alternatively2. Substantial compensation reflecting the diminished value of the vehicle, along with any associated financial losses.Please provide a written response within 14 days of the date of this letter confirming how Lookers Mercedes-Benz Gatwick intends to resolve this matter.If the matter is not resolved within this timeframe, I will commence legal proceedings without further notice to recover:- Financial damages- Court fees- Statutory interest- Any additional costs permitted by the courtThis letter is sent in accordance with the Pre-Action Protocol for civil claims and is intended to give your organisation the opportunity to resolve the matter prior to litigation.I look forward to your prompt response.Yours faithfully,Simbarashe Joshua NhariOn behalf of Jalisha Burns

Mercedes-Benz of Gatwick parts department are not contactable. By phone it says they are not available, call back later or send an e-mail - it is been this way for several days and they do not respond to e-mail. I pressed for Service Dept. and they were a bit sheepish and said they knew it was like this and would send them an e-mail - guess what? No response.Yet I get e-mails and phone calls reminding me the car service is due. Guess what again? You think I'm booking my car for service with a dealer like this?

We are a trade parts account customer placing weekly orders with your company.Recently it has been almost impossible to get through on the telephone. But this week I have tried calling daily with no answer either on the direct number or via the automated switchboard. One of the parts delivery drivers mentioned it was due to a new "system" being implemented but surely the phone can still be answered? I have even sent 2 emails to the address provided on the messaging system but still no response. This morning I have resorted to using your online chat, but this was next to useless offering no assistance whatsoever. I then tried the online enquiry system but even that would not allow me to send a message! There must be a way to help one of you regular customers, or do I need to look for an alternative supplier.

Scott Andrews was your member of staff who dealt with us. He was knowledgeable and provided great advice regarding the Mercedes models available. Follow ups were common practice, nothing in your face and demanding which we appreciated. Great feedback and overall experience.

Hi Luis,I just wanted to reach out and apologise for the service you have, and are currently, receiving/received from our Lookers Mercedes-Benz of Gatwick Trade Centre.We have been through a major Dealer Management System change which has taken a little longer than expected to get to grips with – fully appreciate this should not have impacted our ability to serve yourselves, but unfortunately it has.We would welcome the opportunity to put things right with yourselves but fully understand if the decision has been made to move away from ourselves.Please accept my deepest apologies and should there be an option to rebuild the relationship please reach out at any time.Kindest regards,TracieTracie WrightTrade Parts RepresentativeGroup Parts Trade Representative MB South Division incorporating Brighton MG & MitsubishiM: 07715 554 211lookers.co.uk/mercedes-benzFrom: Luis SuarezSent: 03 March 2026 14:52To: Parts for Mercedes Benz of GatwickCc: F and I ComplaintsSubject: FW: Wip 16668External Sender: Confirm legitimacy before acting.Good afternoonPlease cancel this request, as it has become impossible to make contact with the parts department we’ll be taking our business elsewherePlease confirm by reply that no parts are being ordered, as I will not accept delivery of themYours sincerelyLuis SuarezAssistant Parts Manager65 Burr Road, Wandsworth, London, SW18 4SQTel: 020 7738 8333Email: luis.suarez@hrowen.co.ukWeb: www.hrowen.co.uk/bentleyThis email is confidential and intended solely for the person or organisation to whom it is addressed. If you are not the intended recipient, please delete this email and do not use it or rely on it in any way. Whilst reasonable precautions have been taken to ensure that this email and its attachments are virus free, no responsibility or liability is accepted for any viruses it/they may contain. It is therefore recommended that you rely on your own virus check.H.R. Owen Dealerships Limited, Jack Barclay Limited and Broughtons of Cheltenham Limited are appointed representatives of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender.All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over, Guarantees may be required.From: Luis SuarezSent: 02 March 2026 15:29To: partsformercedesbenzofgatwick@lookers.co.ukSubject: FW: Wip 16668Good afternoonPlease process below email, not sure if Callum is still there or notThanksLuis SuarezAssistant Parts Manager65 Burr Road, Wandsworth, London, SW18 4SQTel: 020 7738 8333Email: luis.suarez@hrowen.co.ukWeb: www.hrowen.co.uk/bentleyThis email is confidential and intended solely for the person or organisation to whom it is addressed. If you are not the intended recipient, please delete this email and do not use it or rely on it in any way. Whilst reasonable precautions have been taken to ensure that this email and its attachments are virus free, no responsibility or liability is accepted for any viruses it/they may contain. It is therefore recommended that you rely on your own virus check.H.R. Owen Dealerships Limited, Jack Barclay Limited and Broughtons of Cheltenham Limited are appointed representatives of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486). Permitted activities include advising on and arranging general insurance contracts and acting as a credit broker not a lender.All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over, Guarantees may be required.From: Luis SuarezSent: 02 March 2026 14:39To: CallumRatcliffe@lookers.co.ukSubject: Wip 16668Hi CallumHopefully you’re still working there! We’re struggling to get through on the phone so I thought I’d try email insteadPlease order the parts on above mentioned WIP, my order ref 32881We also need some service bits for A7EGW - WDC2533462F621565Oil filterEngine Sump plug & washerEngine oil (enough for oil change)Front brake pad kit & sensor(s) if separateOrder reference for this GLC is 32882Please adviseThanks very much