Dear Sir/Madam,I am writing to raise a formal complaint regarding the handling of my £500 deposit paid to Lookers Gatwick in relation to vehicle registration OV70HNT.On 4 March, I paid a £500 deposit via a payment link in order to have the vehicle transferred from another dealership to Gatwick for viewing. At the time of making this payment, I was not provided with any written contract or terms and conditions. I was, however, verbally advised that should I inspect the vehicle and decide it was not suitable, the deposit would be refunded.The vehicle arrived at the dealership on 12 March. Upon viewing the car, I determined that it was not suitable for my needs. I emailed the dealership on the same day requesting the return of my deposit but received no response. I followed this up again on 17 March and, to date, I have still not received any reply.I find this level of customer service unacceptable. Not only have my communications been ignored, but I have also not received the refund that I was clearly led to expect. The absence of any written terms and conditions at the point of payment places me at a disadvantage as a consumer and raises concerns regarding transparency and fairness.I consider this to be unfair treatment and a failure to honour the representation made to me at the time of payment. I therefore request that the £500 deposit is refunded to me without further delay.If this matter is not resolved promptly, I will have no hesitation in escalating my complaint to the Motor Ombudsman for independent review.I look forward to your urgent response.Yours faithfully,Avril Momoh

Dear Sir/Madam,I am writing to raise a formal complaint regarding the handling of my £500 deposit paid to Lookers Gatwick in relation to vehicle registration OV70HNT.On 4 March, I paid a £500 deposit via a payment link in order to have the vehicle transferred from another dealership to Gatwick for viewing. At the time of making this payment, I was not provided with any written contract or terms and conditions. I was, however, verbally advised that should I inspect the vehicle and decide it was not suitable, the deposit would be refunded.The vehicle arrived at the dealership on 12 March. Upon viewing the car, I determined that it was not suitable for my needs. I emailed the dealership on the same day requesting the return of my deposit but received no response. I followed this up again on 17 March and, to date, I have still not received any reply.I find this level of customer service unacceptable. Not only have my communications been ignored, but I have also not received the refund that I was clearly led to expect. The absence of any written terms and conditions at the point of payment places me at a disadvantage as a consumer and raises concerns regarding transparency and fairness.I consider this to be unfair treatment and a failure to honour the representation made to me at the time of payment. I therefore request that the £500 deposit is refunded to me without further delay.If this matter is not resolved promptly, I will have no hesitation in escalating my complaint to the Motor Ombudsman for independent review.I look forward to your urgent response.Yours faithfully,Avril Momoh

Dear Sir/Madam,I am writing to raise a formal complaint regarding the unacceptable handling of my Mercedes GLE (registration KT69KSZ), purchased from your dealership (Lookers Mercedes Stoke), and currently with Mercedes Gatwick since 26 February 2026.All necessary repair work was authorised, and I have been repeatedly assured that the vehicle was being treated as a priority. I was specifically informed that parts had arrived on 15/03/2026 and that the vehicle would be ready within two days. Despite these assurances, no progress has been communicated, and the vehicle has still not been returned.We are now in April, and I remain without my car. I have made numerous attempts to contact Mercedes Gatwick for updates, however calls have gone unanswered and no meaningful communication has been provided.This situation has caused significant inconvenience. I had planned family commitments over the Easter period which I have now been unable to fulfil due to the lack of my vehicle.I find it extremely disappointing that:- Clear timelines provided to me have not been honoured- The matter continues to be described as a “priority” without any visible progress- There has been a complete lack of communication and accountabilityAt this stage, I require:- A full and honest explanation for the delays- A clear update on the current status of the vehicle- Confirmation of all work completed and any outstanding issues- A firm and guaranteed date for collectionPlease treat this matter with urgency. If I do not receive a clear and satisfactory response, I will have no option but to escalate this matter further through the appropriate channels.I look forward to your prompt response.Kind regards,HasanThanks Hasan

I’ve tried to contact Mercedes Benz of Gatwick four times this week. (I’d like to have some repair work done while my car’s being serviced on 9 April.) Each time, I’m only able to speak to one of your staff in your call centre, who endeavours to put me through to the service department in Crawley. That’s always too busy, so I believe an email is sent, and an undertaking is given that someone will call me back. No-one ever does, which is now becoming both frustrating and irksome. Can someone please tell me what I should do? I can’t even take my custom elsewhere, as I have a service contract with you.

I dropped my car off 5 and half weeks ago to be repaired and I'm still waiting.The service I have received from the dealership is beyond appalling.I actually can't believe I'm dealing with Mercedes a so called premium brand.No one answers phones or emails. I've been down to the dealership 3 times in person for an update date on my car.I understand parts can take a little longer sometimes to receive but 5 and half weeks is not acceptable.Can someone look into this and respond back.RegardsSultan Ibrahim

Dear Lookers Customer Services TeamRef: Recent MOT Experience (N9 RMF)I have been a customer at Mercedes Benz Gatwick (MBG) for over 20 years but have found my most recent experiences to be extremely disappointing.I booked my car in to MBG for an MOT in March 2025 but MBG cancelled the booking twice. I took my car to an alternative MOT Test Centre. MOT passed and certificate issued.To ensure a smooth service this year, (2026), I called in to MBG, met a member of the service team and confirmed my vehicle registration number (N9 RMF) along with my name, address, e-mail and contact number. Car booked in for an MOT at 08:00 on Thursday 19th March 2026.Thursday, arrived at MBG at 07:50 but no customer access until 08:00. Called in to reception and MBG managed to get both my name and address wrong. The car was taken in for its MOT and Vehicle Health Check and was finished by 10:30.The rear tyres were fitted new in December 2025 and the front tyres had 3mm to 4mm of remaining tread. The nearside tyre had a small cut, possibly caused by a pot hole, and MBG were unable to supply and fit a new tyre. Rather than allow an opportunity to source a new tyre, MBG Failed the car.I took my Mercedes to a local tyre facility and had two new front tyres fitted. I returned the car to MBG on the same day and an MOT pass certificate was issued.The MOT certificate offers an advisory, (slight play on Nearside Front Suspension Arm Ball Joint), but no back-up documentation or video was supplied. As there was no evidence supplied, I am left wondering what is “slight play”? Is this a subjective opinion and should it be listed on the MOT Certificate?I did ask for a copy of the Vehicle Heath Check several times but nothing has been supplied.Overall my experiences with MBG was disappointing. My Mercedes was failed due to a tyre that Mercedes could not supply and an advisory for “slight play” was placed on the MOT with no further information supplied.I would welcome the opportunity to meet with a member of the Lookers team to discuss my recent experiences and offer constructive feedback.Mr Ross FraserGarden Lodge3 Knowle CloseCopthorneRH10 3LRTele: 07507 777616E-Mail: glenbracken@btinternet.com

My car went in for a sensor issue a few weeks ago, a wiring coil was needed, Morgan said I will order it and call you. Since then radio silence. Promises of call backs from Michael and escalations with more than 10 separate calls and still NOTHING. They hardly ever answer their phone. I was going to trade in my car for a newer one this year - absolutely not a chance now. I will look at other dealers or even other brands of car. This is NOT a premium service.

Poor communication, poor customer support, poor attitude of staff (service department).The full story is too long to repeat here but in 20 years of using MB dealerships - the very worst has been found............. Gatwick !

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.