Request for Assistance – Outstanding Refund Following Vehicle ReplacementDear Mercedes-Benz Customer Services,I am writing to request your assistance regarding an outstanding refund that I have been unable to resolve with Mercedes-Benz of Shrewsbury.Below is a summary of the events:19 March 2026: I received an email from Mercedes-Benz of Shrewsbury offering me the opportunity to replace my current vehicle with a new one for the same or lower monthly payment.21 March 2026: I visited the dealership and accepted the offer.30 March 2026: I signed the new finance agreement online.31 March 2026: I collected my new vehicle.My understanding was that my previous finance agreement would be closed as part of this process. My final payment for the previous vehicle (registration DX24NLA) should have been the Direct Debit collected on 27 March 2026 for £495.17.However, on 27 April 2026, a further Direct Debit of £495.17 was taken for my previous vehicle. Then, on 30 April 2026, a Direct Debit of £495.48 was also collected for my new vehicle (registration DX26KGV). As a result, I paid for both agreements in April.I contacted Mercedes-Benz of Shrewsbury by telephone on 27 April 2026 and was assured that the payment error would be investigated and that I would receive a call back. Unfortunately, I never received a response.I then emailed the salesperson I had dealt with, Liam Monk, on 8 May 2026 requesting clarification regarding the payment. After receiving no reply, I sent a follow-up email on 22 May 2026.Liam responded the same day, apologising for the delay and confirming that Mercedes would arrange a refund of the payment. He advised that it could take up to two weeks for the refund to be processed.When no refund or update was received, I contacted him again on 30 June 2026 requesting an update. To date, I have received no response, nor have I received the refund.It has now been several months since the incorrect payment was taken, despite repeated attempts on my part to resolve the matter directly with the dealership.I would be grateful if Mercedes-Benz Customer Services could investigate this matter and advise:Why the previous finance agreement was not closed correctly.The status of my outstanding refund of £495.17.When I can expect the refund to be paid.I have retained copies of all correspondence and can provide these if required.I have always expected a high standard of customer service from Mercedes-Benz, which is why I am disappointed that this matter has remained unresolved despite numerous follow-ups.I would appreciate your assistance in bringing this matter to a prompt conclusion and look forward to hearing from you as soon as possible.Kind regards

FORMAL COMPLAINT: regarding the Mercedes-Benz Approved Used EQA 250+ (Registration: MM71CAX) purchased for Olivia Singleton from your Shrewsbury branch, which I collected on 28th May 2026.​I am requesting an immediate, itemized breakdown of all products we purchased and all payments made of the day to ensure they match our records.I also need to raise a formal complaint regarding the poor preparation of this vehicle, the potential mis-selling of our warranty, and a total lack of purchase documentation.​1. Concrete Proof of Poor Pre-Sale Preparation​To our dismay, just 12 days after collecting the car, we had to take it to another Mercedes-Benz dealership (Cheshire Oaks) on 9th June 2026 due to mechanical concerns which creates issues from 3 days after purchase. The official Mercedes-Benz Visual Health Check (VHC) they conducted revealed severe issues that should have been caught during your pre-sale prep:​Suspension Defect (RED Warning): The VHC flagged "Both front droplinks knocking req replacement" at a cost of £363.72. While this was ultimately resolved under warranty, a car should never be handed over to a customer with failing, knocking suspension droplinks.​Worn Tyres (AMBER Warning): The check showed the Nearside Front tyre was at 3.0mm (78% worn) and the Offside Front was at 3.3mm (73% worn). Mercedes-Benz Approved Used standards mandate a minimum of 3mm tread depth at point of sale. It is statistically impossible to wear tyres down to these borderline depths in just 12 days of normal driving. They were clearly sub-standard when we collected the car.​Given this clear failure in your vehicle preparation, I require Lookers to cover the cost of replacing these two front tyres immediately. We also do not have a copy of all pre sales checks completed under the Mercedes Benz standards, which we additionally request.​2. Potential Mis-selling of the 12-Month Warranty​From banks details ( as we have NO receipts from yourselves) we paid £2,035 ( Colette Singleton) plus a separate £500( Olivia Singleton ). We believe included our 12-month Approved Used Warranty (priced at approximately £200).​Every vehicle sold under the Mercedes-Benz Approved Used scheme automatically comes with a complimentary 12-month warranty as standard. Our paperwork confirms our policy is only for 12 months (expiring 27/05/2027). If we have been charged ~£200 for a 12-month warranty that we were entitled to for free, this constitutes mis-selling. We require a full explanation of why this was charged if this was the case.​3. Missing Documentation & Receipts​We have been provided with no receipts, paper copies, or email confirmations for major parts of this transaction. Please email us the official documentation for the following immediately:​The Deposit: Confirmation and a formal receipt for the deposit we paid.​Pre-Sale Checklist: The full workshop checklist and service history showing exactly what work and safety checks were carried out on the car prior to our handover.​Itemized Invoice (£2,535 Package): A full breakdown of how the £2,535 was split across the extras (Warranty, GardX, and any Tyre/Wheel insurance policies).​4. Bumper & GardX Queries​"Bumper" Agreement: We are assuming "Bumper" refers to the cosmetic policy covered rather than the payment plan used to split the cost. Please confirm.​GardX Paint & Interior Protection : Despite having this applied, there are still several marks on the interior and exterior. Please advise how we arrange to have these marks inspected and resolved under the GardX policy.​For your reference, the car details are:​Customer Name: Olivia Singleton​Registration Number: MM71CAX​Mileage at Handover: ~8,884 miles​I look forward to receiving the outstanding paperwork, the invoice breakdown of the £2535, and your immediate proposals for resolving the warranty charge, the GardX marks, and the front tyres.For information, this has also been copied to lookers complaints team and will be escalated if there is no response.​Kind regards,Olivia Singleton

Captured as part of customer feedback task ; customer advised he'd previously lodged a complaint that was responded to, but doesn't believe his issues were addressed and the vehicle is now back on site for further repair. Very dissatisfied with the communication to date and ultimately still doesn't have the vehicle he purchased.

Good morning,I hope this message reaches the Sales Director.Last Sunday, I visited the Shrewsbury showroom and met with Mark Winstanley, who was extremely engaging, professional and helpful. I explained that I was interested in purchasing a hybrid GLC, and he spent around 30 minutes discussing the available options and the next steps with me. I understand that Mark has since been unwell and absent from work, and I was entirely understanding of the lack of follow-up during that period.As my family and I were free this Sunday, we decided to visit the showroom again, accompanied by our young daughter, to view a vehicle and continue the conversation in Mark’s absence. We had also telephoned the dealership on Saturday to let the team know of our intention to visit.Unfortunately, our experience could not have been more different from our initial visit. Upon arrival, we were simply directed towards a vehicle to look around and were then left entirely unattended for approximately 30 minutes. Despite staff being aware of our presence, nobody approached us to offer assistance, answer questions or continue the discussion regarding a potential purchase.I have to say that we left the showroom extremely disappointed. The experience felt dismissive and underwhelming and gave us the impression that our custom was of little importance. As prospective customers considering a significant purchase, we expected a far higher standard of customer service from Mercedes-Benz.It is particularly frustrating because our first interaction with Mark had been so positive and had left us genuinely excited about moving forward with the purchase of a vehicle. Sadly, our most recent visit has had the opposite effect.I felt it was important to bring this experience to your attention, as I do not believe it reflects the standards of customer care that the Mercedes-Benz brand represents.

I purchased a EQA last year which is a super motor. I was asked to collect the last day of the month which I agreed to as long as the tax was sorted and I didn’t pay for a complete month. Salesman advised me he would sort 12 months and one day tax. This didn’t happen and I have ended paying a months premium for day. I did complain by email but the salesman has ignored the email. Having purchased 7 cars from Merc over the years I find this very disappointing. £52 tax paid for one day.

Dear Dealer Principal, I am writing to formally raise a complaint regarding a mechanical fault on my vehicle, a 2020 Mercedes-Benz GLC 300 4Matic registration DS20KCX, VIN WDC2539842F741042, which I purchased from Lookers, Mercedes-Benz of Shrewsbury in October 2020 when the vehicle was approximately four months old and had recorded only 700 miles. The purchase price was £44,000.The vehicle has recently been diagnosed (at Hedin, Mercedes Benz Brooklands) with a fault relating to component Y130, the oil pump control valve, identified by fault code P06DA00. This indicates an electrical fault or open circuit in the oil pump control valve — a component critical to the regulation of engine oil pressure. The vehicle currently has only 33,168 miles recorded and the car has a full, MercedesBenz service history.Hedin Mercedes Benz advised at the time that, should the fault re-occur, the vehicle would require a new Y130 oil pump control valve and wiring loom, along with black sealant and gaskets for removal of the oil pan, at a quoted cost of £3,500.88 including VAT.Subsequently, one week, later the engine management light came on again and this was diagnosed on 24 June as the same fault. Hedin have since completed a goodwill assessment, referred to as the “goodwill matrix,” which was submitted to Mercedes-Benz UK. Mercedes-Benz UK have responded confirming they are willing to offer a contribution towards the repair, with my share quoted as 64% of the total retail cost, equating to £2,280.00 including VAT (sic).I believe this fault represents a failure of the vehicle to meet the standard of satisfactory quality required under the Consumer Rights Act 2015. In particular, I draw your attention to the durability requirement within that Act: a component of this nature on a premium vehicle — which was purchased at approximately £44,000 — would reasonably be expected to last considerably longer than six years and 33,000 miles. The low mileage of this vehicle makes the premature failure of this part particularly difficult to justify.I am also aware that this fault has been widely reported across the Mercedes-Benz M264 engine family and that Mercedes-Benz has previously issued technical service bulletins acknowledging faults in the Y130 valve circuit. The prevalence of this issue suggests a systemic design or manufacturing concern, rather than a failure attributable to owner misuse or neglect.I consider this goodwill offer to be significant in the context of my original complaint. Mercedes-Benz UK's own internal assessment process exists specifically to evaluate cases where a component has failed earlier than would reasonably be expected for the age and mileage of the vehicle. The fact that a contribution has been approved at all indicates that Mercedes-Benz UK does not regard this fault as ordinary wear and tear, and supports my position that the vehicle has not demonstrated the durability that the Consumer Rights Act 2015 requires of goods of satisfactory quality.I am mindful that my legal right of redress under the Consumer Rights Act 2015 rests with Lookers, Mercedes-Benz of Shrewsbury as the original supplying dealer, rather than with Mercedes-Benz UK or Hedin Brooklands as the servicing agent. I do not consider it reasonable that I should be left to fund the remaining £2,280.00 share myself, given that the vehicle was six years old with approximately 33,000 miles at the point of failure, was purchased from you at only four months old and 700 miles, and that the fault has now recurred within one week of an attempted manufacturer software remedy.I am therefore asking that Lookers, Mercedes-Benz of Shrewsbury cover my remaining 64% share of the repair cost (£2,280.00 including VAT), in conjunction with the contribution already approved by Mercedes-Benz UK, so that the repair is completed at no cost to me. I would be grateful if you could liaise directly with Mercedes-Benz UK regarding their existing goodwill offer in order to arrange this between you.I would be grateful for your written response within 14 days of the date of this letter. Should I not receive a satisfactory response within that timeframe, I reserve the right to escalate this matter to Mercedes-Benz UK Customer Services, and thereafter to the Motor Ombudsman or seek independent legal advice.Yours faithfully, Mike whybrow

Brought a car from your branch in September reg Gy21wkn, ive had nothing but trouble since I had it, it's being back at Mercedes 3 times, first issue was big chunk missing from cull and damage to underneath, the car was handed over to me like this, but on your resale report all this work should of being carried out before , stoke did the repair and sent you the billSecond issue in January cylinder head miss fire , had new engine coils fittedNow engine light. Stoke have plugged it in and can see it's had a intermittent fault with cylinder head since I bought it, now want a £6000 bill to repair , they are telling me there's no warranty on itWhen I bought it I signed a document Barry filled in with the box ticked 2years amg warranty I signed the bottom right .Even stoke branch have told me the car is not fit for purpose. I want it sorting before I take ot to the Financial ombudsmanOnly had it in September and only done 950 miles in it the cars not fit for purpose, ive also attached a picture for you too look at, hope you do get back to me soon, because ive rang Shrewsbury branch loads of times , and just keep getting yold someone will ring back and they never do!!!! 23000 I paid for a car wot dosent work!!!Photo attachment: Screenshot_20260620_143142_Google.jpgYahoo Mail: Search, organise, conquer

I have not received my Full Service History. This has been going on since February 2026. Despite trying to resolve numerous times, this is now in the hands of the financial ombudsman and motor ombudsman.I would be grateful if you also could look into this and provide me with the Full Service History as the vehicle was advertised with it in full.

To whom it may concernI am writing to formally complain about the vehicle I purchased from Mercedes-Benz approximately four months ago and the wholly unsatisfactory experience I have received since taking ownership.Since purchasing the vehicle, I have encountered a new fault almost every month, which is entirely unacceptable for a vehicle of this age, value, and the reputation associated with the Mercedes-Benz brand.On the very first day of ownership, I discovered a crack within the windscreen display/screen area. I was informed that this could not be repaired, leaving a permanent visible defect that significantly detracts from the condition and quality of the vehicle I purchased.Within the first week of ownership, I discovered that the washer jets were not functioning correctly. When I contacted Mercedes-Benz to arrange a repair, I was advised that this issue was not covered under my warranty. I found this response both surprising and disappointing given that the fault was present almost immediately after purchase.More recently, the air conditioning system has stopped blowing cold air. In addition, there is now a significant whirring noise coming from the fan assembly under the bonnet whilst driving. Once again, I have been advised that these issues will not be covered under my warranty.Frankly, I am struggling to understand the purpose of paying for a warranty when each fault that arises appears to be excluded from cover. At present, the warranty seems to offer little to no practical protection despite the premiums being paid.I would also draw your attention to my statutory rights under the Consumer Rights Act 2015. As these faults have arisen within the first six months of ownership, there is a legal presumption that the defects were present or developing at the time the vehicle was supplied unless Mercedes-Benz can demonstrate otherwise. The Act requires goods to be of satisfactory quality, fit for purpose, and as described. Based on the number of faults experienced in such a short period, I do not believe the vehicle meets those standards.Furthermore, as the vehicle is financed, the finance provider also has obligations regarding the quality and condition of the vehicle supplied. I am currently considering escalating this matter directly to the finance company should a satisfactory resolution not be provided.I am extremely dissatisfied with both the condition of the vehicle and the level of customer service I have received to date. I purchased this vehicle with the reasonable expectation of reliability and premium after-sales support. Instead, I have been left dealing with recurring defects and repeated refusals to rectify them.I therefore request that Mercedes-Benz urgently review this matter and confirm, in writing, what action will be taken to resolve:1. The cracked windscreen display/screen defect identified on the day of purchase.2. The faulty washer jets present from the first week of ownership.3. The air conditioning failure.4. The abnormal and significant fan noise originating from under the bonnet.If this matter cannot be resolved promptly and satisfactorily, I will have no option but to pursue the matter through my finance provider and, if necessary, seek further advice regarding enforcement of my rights under the Consumer Rights Act 2015.I look forward to receiving your response within 14 days.Yours faithfully,Heidi Webb

Good morning BarrieI have had a very unpleasant surprise email (see below) from DWV stating that I have an unpaid invoice.This invoice was authorised at the time by Mercedes Shrewsbury, and I assumed from the authorisation that it would be paid by your garage as this was for dent repairs that should have been completed prior to our collection of the vehicle upon purchase from yourselves last September.I would be grateful if you could look into this matter urgently and settle the invoice with DWV and keep me copied in to ensure that I do not receive any further chasing for payment for an invoice that is not for me to pay.Best regardsDawn