I bought my car LJ19YFY in Aug 2025 form Lookers at Gatwick Mercedes dealership. I was assured that there is a very stringent inspection process which ensures the quality of the vehicle and also the reason i was buying from a reputed dealer. So far i have driven the car only 1700 miles and i am facing wear issues with front wheel suspension due to wear and the front and rear break pads. I was assured that the break pads were in good condition and will be good for atleast next 2 years.Further there is a damage to the exhaust system which came to light because of an engine light and this is not covered in my warranty.This was the exact thing i wanted to avoid by buying a car from a reputed dealer and by buying additional warranty.

i tried to take out service plan 3-4 weeks ago, reply to email if happy, i replied to email and didn't get a response. called back and happy to take out quote, they agreed to take £40 a month, on the email they advised they will take 3 months, so i called back to cancel as i was not happy with this and was not agreed with on the phone. when i called them they said there will be q cancellation fee but there is some mis communication and messing around here.i requested a loan car for the duration of this but they advised me there was no loan car to take but then on email i was provided information there was a loan car available.generally not happy with the service and feel messed around

Dear Lookers Customer Relations Team,I am writing to formally escalate a complaint concerning Mercedes-Benz of Gatwick, operated by Lookers Motor Group Ltd.The vehicle was booked in specifically for a B service. Despite this, the B service was not performed, yet the vehicle was retained for a vehicle health check by the dealership and subsequently returned to me in a worse condition than when it was delivered.At the time the vehicle was delivered to Mercedes-Benz of Gatwick, it was in good condition. No issue was identified with the alloy wheel or the relevant bodywork, and a vehicle health check did not flag any wheel defect. I was advised that a tyre replacement was required.When the vehicle was returned to me:• A TPMS warning was active on the same wheel;• The alloy wheel was later assessed by another authorised Mercedes-Benz retailer with AMG-specific expertise, who confirmed that the wheel requires replacement for safety reasons and should not be repaired;• Bodywork damage had occurred while the vehicle was in the care of Mercedes-Benz of Gatwick;• Additional requested works not competed which would result in an MOT failure.Mercedes-Benz of Gatwick have declined to replace the wheel and have offered only to straighten it and to inspect or repair the bodywork at their own dealership. This proposal does not return the vehicle to its original condition and directly contradicts specialist safety advice.The handling of this matter has been further undermined by:• Prolonged delays and a complete lack of meaningful updates while the vehicle was in their care, requiring me to take time off work;• Failure to complete agreed works, including the booked B service;• No offer of a courtesy vehicle;• Refusal by the dealership’s management to engage reasonably in resolving the matter.In particular, I attempted on multiple occasions to resolve this directly with the dealership. I requested a meeting with the dealership manager, Mr Ben Wardrobe, on a Saturday, which was the only practical time available to me. I was informed by staff that he would not meet on a Saturday, nor would he arrange for anyone else to meet on his behalf. Following this, the dealership ceased responding for approximately one month, leaving me with no option but to take additional time off work to attend the dealership in person to seek progress.The delays and lack of engagement resulted in the vehicle’s MOT expiring before the issues were resolved, requiring me to involve another Mercedes-Benz retailer to mitigate further loss.I have also engaged with Mercedes-Benz UK Customer Care; however, their response does not address the substance of my complaint and relies primarily on the fact that another retailer later inspected the vehicle, which I do not accept as a reasonable basis to decline responsibility for damage that occurred while the vehicle was in your dealership’s care. This has now been escalated with Mercedes-Benz UK and is currently under further investigation.This email is sent in good faith and prior to any formal legal action. I am seeking a resolution that restores the vehicle to the condition it was in prior to being entrusted to Mercedes-Benz of Gatwick, without compromise to safety, integrity, or value.I would welcome Lookers Motor Group Ltd’s review of this matter and look forward to your response.

Salesman & manager very professional and polite although Mercedes Gatwick have had the car for sale for 5 months and as a good will gesture only £500 discount was available, I offered to buy the car for a little less than it was advertised at but I was refused so travelled the 1 and a half hour journey back home, even after a month later the car is still up for sale although I have now purchased another Mercedes.I have used Lookers in the past and found a car but unfortunately not on this occasion .

Dear Stephen and TeamMy name is Arlena Ruben.I live in Burgess Hill.I booked an appointment with your team FOR COLLECTION of my vehicle for servicing.I was given tomorrow Friday 20th December for the car to be picked up from my home address.I just called this morning to check that the appoinment is still on for collection of my car for servicing tomorrow,only to be told that they dont do collection on a Friday.I have already made an appointment for tomorrow so I cant drop off or pick up the car.I am really upset and dissapointed by this.This team came doing this to me .Its beggining to look personal now.I have spoken to the new manager.I believe its you Stephen who assured me things have improved.I did double check and was told yes the car is for collection now what??Can someone please do something about this,the car is booked in at Mercedes Benz Gatwick tomorrow.

Dear Lookers Complaints Department,I am writing to raise my concerns regarding the handling of my vehicle repair and subsequent complaint made on 21st November at Mercedes-Benz Gatwick.My car was admitted on 7th November 2025 for what should have been a straightforward driver-side window repair. Since then, the service centre has unfortunately caused additional problems, all relating to the driver-side door (broken window regulator, door catching, loose internal handle and damaged cable, damage to bottom of door card).On 21st November 2025, I submitted a written complaint by email. To date, I have not received any written response. Instead, I have only been contacted verbally by Ben Wardrobe, who has stated that he does not have time to reply in writing. This is unacceptable and does not align with a proper complaints handling procedure.Despite several attempts to resolve matters, the issues have not been formally acknowledged. Each time the car has been returned, further defects have appeared. I have documented these problems in an ongoing email chain since 21st November, following up every phone conversation with written correspondence. None of these emails have been acknowledged or responded to.As of today, 17th December 2025, my car remains with the service centre. While I am repeatedly assured that the matter is being taken seriously, the verbal conversations with Ben suggest otherwise, with an underlying denial of liability and reluctance to address the defects caused.After providing the garage with several opportunities to resolve the situation, I now feel compelled to escalate this matter. The complaint has not been handled, reviewed, or recorded correctly, if at all, and as it stands the repair work remains incomplete, including acknowledgement and admission of the defects mentioned above. The full email trail is available for review.I request that my complaint and all emails are responded to fully.

Sorry for the delay in replying. Due to previous prearranged commitments I haven’t had much spare time to explore the car yet. The change over appeared straight forward however there was no explanation why the tailgate motifs had not been fitted. I’d also requested a paper copy of the service history records but this was not amongst the papers I was given.An early evening drive highlighted the front windscreen needs cleaning on the inside. I will have to check the remaining glass needs cleaning during daylight hours before my dash cam is reinstalled next weekWhilst very pleased with my purchase it’s a relief that this car has clearly been looked after with care.Thank you. I will be in touch soon.

Dear Ben,Dear Lookers Head Office / Complaints Team,I am writing to raise a formal complaint regarding the handling of my Motability Scheme application for a Mercedes-Benz GLA, ordered through Lookers Mercedes-Benz Gatwick on 28 October 2025.Factual BackgroundFollowing extensive discussions with Motability Operations, the following has been confirmed to me:• My Motability application was cancelled on 28 November 2025• The cancellation was dealer-initiated• I was not notified of the cancellation by the dealership• As a result, I had no opportunity to act within the reinstatement window• Motability has confirmed that the cancellation was:o Not due to my eligibilityo Not due to Motability Scheme ruleso Not due to the removal of Mercedes from the Schemeo Due to a dealer-side administrative errorMotability has further confirmed that the cancellation arose because the application was submitted incorrectly by the dealership. Specifically:• The Motability reward holder is Ruby• The application was submitted under Jane, creating an eligibility mismatch• This mismatch triggered Motability’s data cleansing process, which led to the cancellationThis incorrect submission was not caused by me, and I was not informed that the application had been submitted under the wrong individual or that it had subsequently been cancelled.Ben has stated that he attempted to call me. However, I received:• No email notification• No written confirmation• No voicemail• No follow-up correspondence of any kind• No warning my application had been cancelledHad I been notified at the time, I would have acted immediately and this outcome would have been avoided.ConsequencesBecause I was not informed of the dealer-initiated cancellation, Motability has now confirmed that:• The application cannot be reinstated• A new application would be required• Mercedes-Benz vehicles are no longer available on new Motability applicationsAs a direct result of the dealership’s incorrect submission and failure to notify me, I have therefore lost access to a valid pre-25 November Motability order, causing significant and irreversible detriment.Dealer Responsibility and Regulatory ConcernsThis situation raises serious concerns regarding the dealership’s duties, including:• Failure to exercise reasonable care and skill in submitting correct Motability eligibility details (Consumer Rights Act 2015)• Failure to communicate a material change that directly affected my entitlement• Causing foreseeable customer detriment through administrative errorCustomers do not submit Motability applications themselves; this responsibility sits squarely with the dealership.Outcome SoughtGiven the above, I am requesting that Lookers:1. Formally acknowledge that the Motability application was submitted incorrectly and cancelled without notifying me2. Accept responsibility for the loss caused3. Escalate this matter to Lookers Head Office for review4. Propose an appropriate remedy, which may include:o Financial compensation for loss of opportunityo Support towards an alternative vehicleo Any other reasonable redress you deem appropriateI am not seeking to reopen Motability’s decision. I am seeking a fair and proportionate remedy for a loss that occurred solely due to dealership error.Please confirm:• That this complaint has been formally logged• Who will be handling it at Head Office level• When I can expect a written responseI would appreciate acknowledgment of this complaint and a substantive response within 7 days.Yours sincerely,Maya DamerumOn Thursday, December 11, 2025, 7:58 pm, Maya Damerumwrote:Hello thank you for the information I will give them a callKind regards,Maya DamerumSent from Yahoo Mail for iPhoneOn Thursday, December 11, 2025, 4:28 pm, Ben Irvingwrote:Hi Maya,It looks like Motability have cancelled your order themselves I would suggest giving Motability a call in this instance.Best Regards,Ben IrvingSales ExecutiveHi Ben,Thanks for your email.Just to confirm, my Motability order for the Mercedes GLA was placed on 28 October, which is before the 25 November cut-off date.Motability has confirmed that all orders placed before 25 November will go ahead as normal, even though Mercedes has since been removed from the scheme for new applications.Please can you confirm my order is still active and that I will receive my chassis/VIN once the factory allocates it?Thank you,Maya DamerumHi Ben,Thanks for your email.Just to confirm, my Motability order for the Mercedes GLA was placed on 28 October, which is before the 25 November cut-off date.Motability has confirmed that all orders placed before 25 November will go ahead as normal, even though Mercedes has since been removed from the scheme for new applications.Please can you confirm my order is still active and that I will receive my chassis/VIN once the factory allocates it?Thank you,Maya DamerumHi Ben,Thanks for your email.Just to confirm, my Motability order for the Mercedes GLA was placed on 28 October, which is before the 25 November cut-off date.Motability has confirmed that all orders placed before 25 November will go ahead as normal, even though Mercedes has since been removed from the scheme for new applications.Please can you confirm my order is still active and that I will receive my chassis/VIN once the factory allocates it?Thank you,Maya Damerum

Very helpful consultant in a relaxed atmosphere

I have had no real problems with acquiring my A class.It ticked all the boxes and your sales staff were as helpful as expectedMy one big issue for one who is not very computer literate is the lack of a written manual.My keyboard navigation skills are not good.My brain is not wired the same way as MBUX and searching for a specific topic using the correct wording is tiresome and end in failure most times.Otherwise "Steady as you go"J WS