Dear Lookers,I am writing to you, as I am unable to get in touch with the relevant people at Lookers Mercedes, Gatwick. Please see below for details of my issue, but in brief summary, I was charged for a courtesy car that Mercedes were liable for, and was lied to about the contract extension having been extended. I was also charged for repairs which didn't repair my car. I spoke to Micheal Peters last Thursday (18th) who had been responsible for the courtesy car extension and repairs, and he told me to put it all in an email and he would discuss this with his manager and get back to me ASAP. It has been 7 days now and I haven't heard anything back at all, not even an acknowledgment of receipt of my email. I have tried 6 times this morning to call Micheal, or anyone in the Servicing team, but I have been unable to get through. I have tried searching in vain for the contact details of the servicing manager at Gatwick to speak directly to him, but these details are seemingly not public record, so I hope that you can contact him on my behalf. Please can you deal with this as a matter of urgency.Given Mercedes' reputation, and the not insignificant amount of money that I pay for a service contract each year, this level of service is disappointing and well below what is expected. I trust that Mercedes will treat this with the seriousness that it deserves, and resolve this issue without any further escalation. I'll look forward to your response.Kindest regardsSteven Johnstone---------- Forwarded message ---------From: Steven JohnstoneDate: Thu, 18 Sept 2025 at 13:14Subject: Fwd: Invoice from Enterprise Rent-A-CarTo:Dear Micheal,I'm forwarding the email from Enterprise Horsham, as requested, regarding the rental charges I have incurred from my courtesy car. Just to summarise, my car went into your garage on Tuesday 26th August, and I was given a hire car (KN25UJU) the following day. Enterprise contacted me repeatedly from the 3rd September to say that Mercedes had not approved the extension of my courtesy car, despite my car not having been repaired or even properly assessed by that point. I was assured by both you and Morgan that you had approved the extension, but on Tuesday this week (16th) I was charged £309.84, and Enterprise say that this is because Mercedes refused to extend my courtesy car contract, and told them that I should be liable for the rental costs from the 3rd September to the 8th September when it was arranged for me to pick up my car. This isn't a case of me refusing to collect my car after it was repaired. My car was kept in your garage by yourselves, and wasn't fixed until Saturday 6th September. When I was eventually told that it was fixed, I arranged to collect it first thing in the morning on the 8th, which I did, so I shouldn't be liable for any costs relating to my courtesy car. Please reimburse me the full amount of £309.84, as Enterprise are unable to refund me, due to your refusal to extend the courtesy car contract.One other issue I have is that, when I picked up my car, you told me that it had been fully fixed and stress tested, that there wasn't anything wrong with it, and that it would definitely get me all the way back to Glasgow. I paid £494.40 for the work, Unfortunately though, the car broke down 50 miles south of Carlisle on the M6, at 11.30pm, and I didn't get home until 6am. The car got towed to Mercedes in Carlisle, where they replaced the cylinder 2 coil, and charged me another £349.56 for the privilege. The original RAC guy picked up an issue with cylinder 2 when the car was first recovered to you on the 26th August, and also again when it broke down on the 8th after you had given it a clean bill of health. I would therefore like to request a reimbursement of the £494.40 that I paid to have my car fixed, when it clearly wasn't fixed. I'll look forward to your response.Kind regardsSteven Johnstone---------- Forwarded message ---------From:Date: Thu, 18 Sept 2025 at 10:41Subject: Invoice from Enterprise Rent-A-CarTo:Attached please find your Enterprise Rent-A-Car invoice.Thank you for your prompt payment.Best regards,Enterprise Rent-A-CarThis e-mail was sent toSTEVENJOHNSTONE88@GMAIL.COM

Scott Andrews was my contact point at Lookers Gatwick. He was extremely helpful and professional throughout the entire process. Arranged for me to have nearly 1 hour for the test drive - allowing me to gain experience of the car in a wide variety of driving conditions. Excellent

Scott was very responsive to my enquiry.

Popped in on the off chance of seeing a new electric Mercedes. Was looked after really well by reception and, especially, James in sales. Made to feel very welcome. Sadly, the car was not for me but will definitely return in the future.

Scott has been exceptional in his communication since my first enquiry, and was immediately on hand during both my visits

I dealt with Scott from start to finish. Things could not of gone any smoother. I drove down from Newcastle to pick up my car forgetting it was bank Holiday opening hours this was no problem for Scott once he knew I was there he came in over an hour early and sorted me out. If Scott is a true representation of your staff then you are definitely doing something right well done. For question 3 I gave a poor score as you had a car on display in the showroom with tyre gloss on it that looked like it had been applied with a catapult!! The car did not need it and it just made the whole place look cheap. Thankfully Scott made up for it and some.

Just an attractive immersive experience.Paticularly kind and patient salesperson.

Sam Boyes and his team are fantastic. They go out of their way to help get the right car for us.

Well looked after by sales team

Ben Irving was fantastic. I didn’t end up purchasing but he was extremely friendly, attentive and went above and beyond to secure the deal. It was my fault that I cancelled the order but I would thoroughly recommend Ben.