Dear Business ManagerRE: DX26KFF (mechanic fault)I need to make you formally aware of my disappointment and frustration following taking delivery of my brand new car CLA 250+ shooting brake registration above on the 17th April 2026.Firstly prior to taking delivery I would like to acknowledge the good service provided by Jay Patterson and the smooth handover process, as well as the speed of arranging a courtesy car.However as reported in person shortly after leaving the dealership (3 miles) the car developed a significant fault that made the car undriveable, apart from in ‘turtle mode’ to my home address as the dealership was closed. Warning messages appear in the form of Drive Malfunction Achievable speed severely limited, Drive system Malfunction consult workshop.I reached out to Mercedes recovery who attended the car on the 18th April and could not repair the fault, but did highlight the car had failed to complete outstanding software updates. The car was return to the dealership on the same day and as acknowledged above a courtesy car was provided.Since the 18th April, I have not heard anything further from the dealership, I made one call to the service team on the 21st April and was advised I would receive a call back. As of the date of this letter I have not received any further communication.Given the above experience which shouldn’t happen, I do class this as poor service to not even receive a call from the service team out of courtesy or at the very least a call back.Whilst I acknowledge this is a brand new product and there can be ‘teasing’ problems, the bare minimum is for a premium car to be fit for purpose leaving the dealership. I do have questions in terms of the quality of the PDI that was carried out by the dealership and why there had been outstanding updates remaining. The first experience of a great product that Mercedes have designed is now tainted and I have somewhat distrust in its reliability.Given iam intending to keep the car for 4 to 5 years I need complete reassurance that the car is going to be fit for purpose and the faults have not caused and reduced the service life of the motor, battery, and other critical drive components.As I have not heard from the dealership, I would like a written response to explain the fault and how it will be resolved, a copy of the PDI, comprehensive reassurance that it has not impacted the life of the components, and advise if the fault has occurred on other CLAs.I hope the above is understandable and look forward to your response at your earliest convenience.Kind Regards

Dear Philip,I am writing further to my previous emails dated 17 February and my subsequent follow-up, to which I have still received no response.I would like to formally request an explanation for why my lawful Data Subject Access Request, submitted under the UK GDPR and the Data Protection Act 2018, has been repeatedly ignored. As you are aware, organisations are required to respond within one calendar month, and I have now allowed additional time beyond this with no acknowledgement or explanation.For transparency, I have now escalated this matter by copying in your organisation’s data protection/compliance team, as well as the customer services department, due to the continued lack of response and the poor level of service received.Please treat this as a formal complaint. I require:an immediate explanation for the failure to respond,confirmation of the status of my original request, and prompt provision of all requested data, including call recordings, transcripts, and any associated internal records.If I do not receive a satisfactory response within 7 days, I will proceed with submitting a formal complaint to the Information Commissioner’s Office without further notice.In addition, I am now formally making a complaint regarding the level of service I have received in relation to my purchase. The lack of communication and failure to respond to multiple emails falls significantly below an acceptable standard of customer service.Kind regards,Craig H LancasterSent from Outlook for Android________________________________________From: Craig LancasterSent: Wednesday, March 18, 2026 1:46:48 PMTo: Philip DrakeleySubject: Re: GDPR request!Dear Philip,I am writing to follow up on my email of 17 February in which I made a formal request, pursuant to my rights under the UK GDPR and the Data Protection Act 2018, for copies of the recordings and/or transcripts of the two telephone conversations we have had.More than one calendar month has now passed since my request was submitted. Under Articles 12 and 15 of the UK GDPR, organisations are required to respond to a Data Subject Access Request without undue delay and within one month of receipt. To date, I have received no response or acknowledgement explaining any delay.Could you please explain why my lawful request has been ignored and confirm when I will receive the requested recordings or transcripts?For the avoidance of doubt, this request also includes any notes, case records, internal communications, system entries, or other information recorded during or after the calls, including any information entered into internal systems by staff while handling my interaction.If you intend to claim that the recordings are no longer available, please provide written confirmation of:• your organisation’s call recording retention policy,• whether the recordings existed at the time my request was made on 17 February,• the date and reason for their deletion, and• any other personal data relating to those calls (including call logs, internal notes, system entries, or metadata).For the avoidance of doubt, if the recordings were deleted after my request was submitted, this may constitute a failure to comply with a valid data subject access request and a breach of the UK GDPR and the Data Protection Act 2018.Organisations are also required under the UK GDPR to demonstrate compliance and accountability for how personal data is processed and retained. Any failure to respond appropriately to a lawful access request may be subject to investigation by the Information Commissioner’s Office and could result in regulatory action.If this matter cannot be resolved promptly, I will have no option but to escalate the issue by submitting a formal complaint to the Information Commissioner’s Office.I would prefer to resolve this directly and without regulatory involvement, and therefore I look forward to your response within the next 7 days.Kind regards,Craig H LancasteSent from Outlook for Android________________________________________From: Craig LancasterSent: Tuesday, February 17, 2026 4:03:44 PMTo: Philip DrakeleySubject: Re: number plates, sunglasses, V5 refundDear Phillip,Thank you for taking the time to call me back.I would like to formally request, under my rights pursuant to the UK GDPR/Data Protection Act 2018, copies of the recordings and/or transcripts of both telephone conversations we have had.Please let me know if you require any further information from me to process this request.Kind regards,Craig H LancasterSent from Outlook for Android________________________________________From: Philip DrakeleySent: Friday, February 13, 2026 2:28:22 PMTo: craig.h.lancaster@gmail.comSubject: number plates, sunglasses, V5 refundGood afternoon Mr Lancaster thank you for your time today.I can confirm that the plates and your sunglasses have been sent and indeed delivered this afternoon, hopefully they will be there for you when you get home!With regards to the refund, I have looked into this, and unfortunately as suspected, due to the dealer system change, an automated refund that would of normally happened once the sale was filed as complete has not been processed.I have now manually requested this to be refunded.Please see confirmation of the delivery below.As the complaint you wish to raise is not in relation to a regulated product nor the vehicle itself, this can be dealt with at dealership level, please send your complaint, along with any supporting information to Shanelycett@lookers.co.uk will review and reply to you directly.Many thanksMatthew VerrinParts AdvisorMercedes-Benz of ShrewsburyVanguard Way, Battlefield Enterprise Park | Shrewsbury | SY1 3TGT: 01743 441 191lookers.co.uk/mercedes-benzPhilip DrakeleyGeneral Sales ManagerMercedes-Benz of ShrewsburyVanguard Way, Battlefield Enterprise Park | Shrewsbury | SY1 3TGT: 01743 441 191lookers.co.uk/mercedes-benz

Firstly the sales person Barie sent a video saying the vehicle has no stone chip, and vehicle arrived with several sone chips on front bumper and front bonnet, even a 20 year vehicle wouldnt have these amount of stone chips. Secondly Barrie assure the vehicle will be serviced and brake replaced, which they didnt do and i have emailed them several times and they havent replied.

Dear Sir/Madam,I just wanted to inform of the poor level of customer service and lack of professionalism from some of the individuals at the MB Shrewsbury branch.I want to start of by saying that the level of customer service during the car purchasing period was faultless however the aftercare has been absolutely atrocious!I have been dealing with three main individuals Josh Rossi, Barrie and Jay and as I can show you by emails and call list it’s been extremely difficult to get a hold of them and every time they said they will call back I have never got a reply - bear in mind I have tried calling at different times of the day so it can’t simply be a coincidence that they are always busy or with a customer.So I today I called multiple times and two occasions after hearing my name they have put down the phone, disconnected the call during transfer or simply repeated they cannot hear me and I know for a fact there is no issue with the line and this just shows a real lack of professionalism as all I want is an update regarding when my second key will be arriving and if you don’t know the answer just tell me rather than avoid the situation.Honestly I’m shocked by the level of customer service and do not expect this from MB and this is all regarding sorting out a second key. I spoke to Harry today who was able to give me an update and have asked for confirmation over email so will wait to see if that comes through but I just wanted this issues resolved as it have been several months since I purchased the car and I do not think it’s fair that my time is being wasted considering how patient I have been I just want some common courtesy to keep the customer updated.Thanks,Rishok -

Mercedes offered me a spring vehicle health check (cost £39.99) for 10:00 on 18/03 at Lookers, Shrewsbury. I arrived at 09:45. Just after 10:00 a young lady came over and said what are you here for? She proposed a more detailed service, the cost of which to be taken from my account. I said I am here for the £39.99 health check for which I had been given a time. She was obviously not expecting me. She said she would tell the service team I was waiting but could not say how long. She further explained that when the car was eventually taken in the process would last at least 1.5 hours. I could have been sitting there all morning / all day. This represents appalling service. I booked and you confirmed 10:00. I would have been OK waiting until 11:30. I live about 50 minutes away. I was not prepared to wait for God knows how long. I left your show room. What are you going to do about it?

Vehicle Mercedes-Benz GLC 300dRegistration LO71KHAMercedes-Benz of ShrewsburyVanguard Way, BattlefieldOur visit to Mercedes-Benz of Shrewsbury on 26 February was supposed to help resolve a straightforward problem with a recently purchased Mercedes-Benz GLC.Instead it became another example of how the Mercedes dealer network manages to consume large amounts of customer time while achieving absolutely nothing.We arrived with a very clear issue:the right headlamp had severe condensation and needed to be removed for inspection. This had already been identified earlier by Mercedes-Benz Cheshire Oaks, whose report confirmed that the lamp required removal and a warranty submission to Mercedes-Benz UK.The car was left with the Shrewsbury dealership.Six hours later we left with exactly the same problem and no progress whatsoever.The explanation at the time was that Cheshire Oaks had failed to submit the warranty claim to Mercedes-Benz UK, and that this was the reason nothing had happened.That might have sounded convincing — until further correspondence with Mercedes-Benz UK made it clear that Shrewsbury themselves had not submitted any warranty claim either.In other words:Cheshire Oaks at least produced a written inspection report after wasting seven hours.Shrewsbury managed to waste six hours and produce nothing at all.No inspection report.No claim submitted.No progress.The same dealership then performed the MOT on 5 March, passing the vehicle while the windscreen crack was still clearly present.Now Mercedes-Benz UK has advised us to return to Shrewsbury again on 26 March for yet another inspection.One question naturally arises:For what purpose?To repeat the same six-hour exercise of waiting around while nothing happens?A special mention should also go to Joanne Mathews, who confidently explained warranty terms while apparently not understanding the difference between Mercedes Extended Warranty and Approved Used Warranty.For a brand that markets itself as a premium manufacturer, the level of competence and coordination within the authorised dealer network is genuinely surprising.Two dealerships.More than 13 hours of customer time lost.An Approved Used warranty.And still no repair.If this is the standard of service customers can expect from Mercedes-Benz of Shrewsbury, prospective buyers may want to consider that very carefully before relying on the dealer network for support.

Xx

please see customer scanned letter in attachments

customer has booked in for work to be carried out on his vehicle and spoke to booking centre, while he has nothing but good things to say about James who booked him in he has advised with the cost that he is paying for his car he would expect the call to be answered by somebody at Shrewsbury as part of the customer experience he has come to expect with Mercedes. would like to talk to someone regarding this as asking questions that someone from mercedes could have probably answered

Harry Shaw was friendly, supportive and provided professional advice. He was informative with excellent customer service skills, so much so I purchased the car straight away,