Hi John,I am writing to formally raise a complaint regarding a vehicle I purchased from your Mercedes-Benz Gatwick dealership approximately 6–7 months ago.At the time of purchase, I specifically asked Michael whether the vehicle had sustained any exterior damage or had been involved in any prior accidents. I was clearly assured that it had not, and I relied on this when making my decision to proceed with the purchase.However, I have recently identified significant issues with the vehicle’s paintwork, including scuffs, spray marks, and extensive polishing damage that appears to have burnt the paint. The only time the vehicle has undergone polishing was while it was in your dealership’s possession for an extended period of nearly one month. I am most certain that these defects were apparent and known prior to sale and after sale, yet they were not disclosed.These issues have only become visible in direct sunlight over the past few days. As discussed on the phone, the previously dull weather conditions made it difficult to identify the true condition of the paintwork. I have attached photographic evidence demonstrating the condition of the vehicle in both low light and direct sunlight, including timestamps.To further assess the issue, I arranged an independent inspection by a professional bodywork specialist. This inspection identified clear evidence of prior damage and repair work, including resprayed panels, resprayed rear bumper, and filler on the driver’s door, as well as a respray. This confirms that the vehicle has undergone significant exterior repairs, directly contradicting the assurances provided at the point of sale, all of which has cost me both time and money in doing so.Given the above, the vehicle has been misrepresented and, therefore, mis-sold. This is not compliant with the Consumer Rights Act 2015, which requires goods to be as described, of satisfactory quality, and fit for purpose. It also raises concerns regarding potential breaches of Trading Standards regulations relating to misleading sales practices.In light of this, I request a full refund of the purchase price. Alternatively, I would consider a like-for-like replacement vehicle of equivalent specification and mileage, in a condition consistent with the representations originally made.Please confirm in writing within 7 days of receipt of this email how you intend to resolve this matter.If this issue is not resolved promptly and satisfactorily, I will escalate the matter without further notice. This will include reporting the issue to Trading Standards, seeking legal advice, and pursuing all available remedies to recover my losses.I trust you will treat this matter with the seriousness it warrants, and I look forward to your prompt response.Regards,Mustafa Coskun

I had an MOT which failed, however the reason why it failed was because of a cracked wing mirror that had passed it's mot for the previous 6 years with only a minor defect, I complained at the time and I was advised that it is down to the tester opinion.I advised that I was unhappy and that I was going to take it to another testing station, I did that and the MOT failed again, however it did not fail on the mirror it failed on excessive offside front brake fluctuating.I am complaining as when I went down to another garage to to ask there opinion he stated that he couldn't believe how this was not picked up on the original MOT as this was very serious.

No response from parts department - fundamental issue with telephones - no one answers!

Unable to get through to the parts department.There seems to be a fundamental issue with your telephone system.I have already completed this form once and emailed twice with no response.Absolutely unacceptable

When I bougt my car I also paid for an extended warranty due to begin 12 months later. Before it started I cancelled the warranty and by contacting Mercedes Gatwick and folowed up with an email to Michael Kindall. I recieved no acknowledgement. I tried again a couple of months later - same result. What has happened to my money, nearly £1000?

The cust originally raised this complaint back in 2024 and has stiil no resolution from you regarding this Complaint ref:  CAS-33826-K6W0Q2 Customer Name:      Reg No:  GY72YED Complaint Details:  Submitted form fields:Customer Web Form Type: ComplaintTitle: MsFirst Name: ZinatLast Name: KhanEmail Address: enquiries@ukdatadirective.comTelephone Number: +447851069396Complaint details: There is evidence of malpractice by Lookers Gatwick during the service of my vehicle. Parts were changed by engineers on my vehicle without my knowledge and when I discovered this after clear evidence, Lookers were not forthcoming with documentation regarding it. The EV battery appeared to be charging at the service garage around midnight when it was in service and when the car was returned we encountered numerous charging issues which resulted in the car being forcefully towed despite a clear cannot be towed indicator on screen. Major safety issue encountered when the moving vehicle stopped on the road. Lookers said the main EV battery needed replacing, this was just over a year old. After first service, the dashboard blurred, switched off during driving. The sunroof operation panel was swapped by engineers for one without a sunroof operating button and this error was not communicated. I have requested documentation to show the batteries in the car at the time it was returned from service matched the batteries at origin. I have been informed that both the engineer who serviced the vehicle initially or replaced parts unknown, as well as the service / engineering manager have left the company since work was undertaken on the vehicle. At present there is cause for concern that the service activities have affected the quality of my vehicle and resulted in a grave safety concern where a moving vehicle is at risk of stopping again mid ride with total shutdown which jeapordises the safety of those on board.Dealership: Mercedes-Benz of GatwickDealership ID: 8FB1C438-67D7-4B0B-B4C2-C781BB01EA9FCurrent Vehicle - Type: CarCurrent Vehicle - VRM: GY72 YEDComplaint Type: ComplaintVehicleComplaint Details - Department: Service

My car was booked in for a service on 19th March, I was called the day before to advise that a courtesy car was now not available due to re-fleeting. I was told to either bring the car and wait or to rebook the appointment, the option of having my car collected and returned was not possible. I called your service department on a number of occasions and have emailed to request a new appointment and have not had any reply - nearly one month later I have had no further communication from Lookers. Your re-fleeting which caused the cancellation of my service is of no concern to me, it should have been planned when you don't have commitments to provide a courtesy car. I have owned the car for two years and both of the times I have had to deal with Lookers for a service it has been a complete farce. I have now sold the car mainly due to poor dealership experience. DONT CALL ME TO DISCUSS.

cust paid 2 separate £250 deposit on the 27.03.26 and 30.03.26.The dealership were informed Monday 30.03.26 that the cust wasnt going ahead and have not received any monies back.

I have to say that the standard of service in the SERVICE DEPARTNENT has just got worse and worse over the last year. Trying to get hold of them on the phone is a waste of time, they never answer the phone. I have ben trying to call them for the last hour and the phone just rings out, do they not have enough staff? I had issues when I took my A Class is last time (no courtesy car available and other problems, one of which was no video before the service) so this time for my other car I booked FOUR weeks in advance, took the car in at 08.30 to then get a phone call to say it won't be ready today as the service is taking longer then expected. So far 4.40pm and yet again no video of the car! Surely they most know how long a service takes???? Also when i was there last time I was told it was about £80 to updates the maps on my sat nav, today its £135.00. I have bought nearly £500,000 worth of cars from Mercedes Redhill/Gatwick over the last 20 years and up until about a year ago I was very happy with the service department. I was told it was suffering problems when I spoke to someone about 6 months ago but was assured things would get better as they now have NEW staff. If anything, things have got worse! I think this is the last time I will be using MB Gatwick both for servicing and purchase of my new cars (one due shortly) as I have lost faith in them.

Dear Sir/Madam,I am writing to formally escalate my complaint to senior management at Lookers Group regarding the ongoing and unacceptable delay in resolving the issues with my Mercedes GLE (KT69KSZ).The vehicle has now been with Mercedes Gatwick since 26/02/2026. It has been over 7 weeks, and I am still without my car.All repair work was authorised, and I was clearly informed that parts had arrived on 15/03/2026, with the vehicle expected to be ready within two days. Despite this, the vehicle has still not been returned, and I have received no clear, consistent, or honest updates.Throughout this period:- Promised timelines have not been met- Communication has been extremely poor- Calls have gone unanswered- I have been repeatedly told the matter is a “priority” with no actual progressThis level of service is completely unacceptable, particularly given that the vehicle was purchased as an Approved Used car and the faults were identified shortly after purchase.I have now been without my vehicle for over 7 weeks, which has caused significant disruption, including the inability to carry out planned family commitments.At this stage, I require:- A full and honest explanation for the delay- Immediate confirmation of the current status of repairs- A guaranteed and final collection date with no further delaysPlease treat this email as a FINAL NOTICE. If this matter is not resolved immediately, I will escalate the complaint further to The Motor Ombudsman and also raise this directly with Mercedes-Benz Head Office.I expect a clear and definitive response within 24 hours.Kind regards,Ragib Hasan