I am writing to complain about the poor service that I have received and still yet to be resolved, by both the dealer, Mercedes-Benz of Gatwick and Mercedes-Benz Extended Warranty.Having purchased my 2nd Mercedes-Benz through Lookers 6 years ago, I have always had the car serviced and repaired by yourselves and the extended warranty recommended and arranged via yourselves. However this year I feel that the service I have and are receiving is extremely poor.It started back in June 2025 when a wheel speed sensor failed, I delivered the car Monday afternoon, the 9th June for the work to be done on the 10th, the work took 3 days apparently as due to the warranty agreeing and parts. I had no updates, no video health check and when I finally picked up the car it had been splashed with water and not cleaned inside or out. I had to request paperwork and was given the report and advised my battery had failed and should be replaced. I requested to be sent the cost of replacing the battery, but have never received it.I put this experience down as a one off and booked my car it's annual service and MOT, with the car to be collected on the 4th September. My car was collected by a very polite gentleman around 9.30am on the morning 4th September as was normal for the past 6 years, however I received no health check or update calls until 4.55pm by Morgan who advised that due to sickness of 2 technicians they were short staffed and had not finished my car and could they keep it overnight. What choice did I have and why wasn't I advised earlier? After an apology and a promise that my car would be back to me by lunchtime the next day I left it at that. I received the health check but no phone call and to my surprise the car was delivered to me around 11.30am. The same gentleman had returned my car, but told me a completely different story as to why it wasn't done the previous day, clearly I had been lied to. My paperwork was all in order and the car properly cleaned this time. I was surprised that this time some 3 months later the battery that had failed and got a red warning on the work sheet had miraculously fixed itself and was now perfectly ok and given a green pass!Unfortunately 2 days later the amber engine warning light came on. I spoke with Morgan and he asked if I could bring my car back at 1pm, 8th September for them to have a look at, which I did. An hour later he came out and presented me with an estimate to replace an engine wiring sensor, which monitors oil pressure of £1948.92 and advised that it was nothing to do do with the service that they had just carried out. So I advised that I was covered by my extended warranty cover, which strangely he wasn't aware of. He advised me that he would ask the "warranty lady" and duly came back to tell me that they would need to apply for me and let me know. I left and heard nothing, so called and left a message on the 11th September at 11.40am, no call back, called again at 15.31 and no one even answered the phone, so called again and spoke to Ronnie at 15.39 who said she would check and get Morgan to call me. I heard nothing for a further week and called and spoke to Morgan on the 18th September at 14.33pm, who said he would chase as they had not heard anything.In the meantime I have issues with the direct debit payment at Mercedes-Benz and call them on the 8th September, having spoken to Amanda, she advised that they had a lot of issues with the new system. She could not take my payment over the phone as the direct debit request for 2 payments had already gone in and I should call if no payment was taken from my bank. I called again on the 22nd September at 9.38am as no payment had been taken and Amanda advised that it was very strange and had to go and check. When she came back to me she said my policy had been cancelled and that James, Sales Manager would call to rearrange my plan. He called me the same day and I advised that I had a claim going through, so he went away and came back assuring me that they would honour my claim, he requested the name of the person at Gatwick and promised they would call to confirm my claim would be honoured within 48 hours. So I duly went ahead and reinstated my plan, receiving the relevant documents the same day. Having not received any communications from anyone and I wrote an email of complaint to the warranty company on the 29th September and have received nothing back, not even the courtesy of an acknowledgement?I have again called Morgan twice on the 25th September and finally got to speak to him at 16.45pm, but no answers other than he would chase.Having been a customer of both Mercedes-Benz and Lookers, Mercedes-Benz of Gatwick for many years I find it difficult to express how disappointed I am with the situation I find myself in. Why would 2 previous sensors be covered and fixed and not my latest claim? It states "All factory-fitted mechanical and electrical parts (including labour) of the insured vehicle against sudden mechanical or electrical failure", so surely that is what this is, it can not be wear and tear inside an engine. I have always felt that the brand was a premium brand and the service should match but clearly this is not the case presently.I hope that you can act swiftly and look into my complaint and assist in resolving this problem to my satisfaction and I look forward to hearing from you.

We were being sold a car we did not want. We said we did. It want a white car and the sales person agreed white and black did not match. However the only car available to us was white. The sales person went in to say it is a lovely colour and the white and black contrast looks amazing.

They have not told the DVLA I have sold a car to them despite numerous emails and phone calls no one gets back to me to tell what is happening and why no one will respond. Now at a loss as what to do so came to you.

Hi,I just wanted to pass on my official thanks to a member of your service team at Mercedes Crawley.Unfortunately, I had a major MOT failure at my local mot garage on my Mercedes E220 2012. The rear subframe had corroded from within. Having searched and found that this was a known fault on certain models/year and that Mercedes had a 'goodwill' warranty available. I contacted my nearest Mercedes garage which was Crawley.The experience I had from the first call to diagnose the fault through to the resolution was extremely impressive. I put this down to the level of customer care and experience shown by your Service Advisor, Micheal Peters. Micheal took on the issue and at all times kept me informed of the process, he didn't over promise, just provided me with the facts and how this was going to be resolved. In the end, my car was ready earlier than expected and there were no surprises regarding any costs not covered under the goodwill warranty.I always believe that good customer service needs to be recognised, so I certainly recognise Micheal's efforts and his attention to detail.Please pass on my official thanks.Best regards,Leslie Parsonson

Quick response toMy enquiry

Excellent service

Re LD 66 LGAHad car service by youAppears you did not carry out any workReceived no contactCar delivered back with same faults it came in withNot aware of this I paid you £870.00Told you I was not satisfied you arranged for anRAC Mercedesmechanic to visitWas charged £264.00 to repair the fault which you should have doneYou failed to do MOTHow do you think you did?Should I be satisfiedShould I get you to do more engineeringHave been a Mercedes owner for the last 40 yearsWhere has all that Mercedes skill and service gone toYou must know how old I am and must know that it is unlikely that I will buy anotherDon’t bother to reply unless it is company policyJust wanted you to know I am not a happy manA R Porter

Unacceptable Service – No Loan Car Despite Clear Booking availability on the WebsiteI booked my service through the Mercedes-Benz portal and selected both 2nd October and 16th October with a loan car, as required. Both bookings were rejected. Instead of honoring my booking, I was told to accept a “drop & go” service – which is not what I requested. A like-for-like loan car was essential, and I made this clear. The excuse given was that no loan cars are available, with the next date offered being 22nd October. This is completely impractical, as I will be in Ireland that week, and the following week is half-term when we need the vehicle. I suggested that they accommodate me, but the only “solution” offered was to drop my car off at Brighton, which is not acceptable 19miles later. I have been a loyal Gatwick customer for over 5 years, and even bought my most recent car there. This is not the service standard expected from Mercedes-Benz. I don’t know if Cameron Burt is simply passing on management’s refusal, but the end result is the same: no willingness to accommodate a long-standing customer. This level of service is unacceptable. I expect to be supported at Gatwick, not sent elsewhere, and will not settle for anything less. not even worth a star.

I recently enquired about an extended test drive. Your initial response was very good, but when I spoke with your salesman, he seemed to lose interest after I mentioned that I wasn’t yet sure whether I was looking for a new or used vehicle. He said he would get back to me with a date for the test drive, but I haven’t heard anything further.

Customer is also unhappy with being charged two services from Mercedes Benz Gatwick however he said he only had the vehicle serviced once.