Although still listed on your websites and Autotrader, your car had been sold before I could make an offer

Sale man jay was understand for my needs

The gentleman in sales dept. was polite, helpful, informative.

Lookers Shrewsbury has been dealing with the faults on my EQE, registration D8 AKX. The issues I have been experiencing relate to the car systems picking up random speed prompts. For example, I can be travelling on a variable speed limit motorway at 60mph and the car will unexpectedly accelerate frequently to 80mph. This has also occurred to 90mph. It has happened on various types of roads, including dual carriageways.The other issue I have had has been an incident where the car performed an emergency stop in the right hand lane of a dual carriageway. This emergency braking also happened in a loan EQE I had recently, when I arrived at Lookers Shrewsbury and started reversing into a parking bay, the car braked so fiercely I thought I had hit something (as did the passenger) I immediately got out of the car and walked around which confirmed there was nothing at all to indicate why this had happened.Lookers Shrewsbury have had my car twice for MBUX updates, they had it for 12 days from the 22nd September and 4 days from the 14th October. Yet the issues are still occurring.Lookers asked if I wanted to collect my car on the 17th October and give feedback, which I have done, with the issue still occurring I’m not sure what next steps can be taken?

customer has called as she purchased the vehicle approx. 4 weeks ago and collected on the 21st September and it was then back in for a week as there had been an issue with air compression unit which was resolved. customer has since made site aware that there is a continuing issue with tyre going down every few days and has taken the vehicle to Stafford today to get the issue resolved to be told no slow puncture and without Shrewsbury paying for the diagnostic they will not carry any further investigation out. customer does not feel safe driving her children in the vehicle due to this issue but having to as neither site will take responsibility.

Further to my husband’s expression of dissatisfaction below I would like to add to the story because he didn’t get a response on email.I called the service department on the 14th requesting the serviced because Davids’s sim card in his mobile phone had just died, I offered to bring the car in so tried to arrange for a service. I called and expressed that Trevor was aware that the car had already been in for a day, but the service was not done, and outlined David had emailed but not heard back. I gave instruction that I was to be the contacted for this service and told Trevor would be calling me back. An hour and a half later I had not heard from him , we both work away, and diary planning is important so I advised one of the service team members that if I didn’t get a call back within the next hour I would be submitting a complaint.Trevor did call back and I expressed I wished to simply book in for the service which we did for the 21st and agreed I would bring the car up and wait, Trevor was keen to try and blame David for not taking his call, I explained that his phone had only stopped working in the last 2 days but he could have emailed him. Again it’s Davids fault his phone had just died yet no one bothered to email. To stress I was explicit that Davids personal mobile was not working, I offered his work phone number which Trevor declined on the basis I would be the lead contact for the service and he had my number.I attended the service appointment and when complete was advised that the service document could not be issued because manual adjustment of the mileage was required via computer, but it would show as completed. I was handed documentation which I thought alluded to a service being carried out on the 21st but had been given old documentation. I have not had a video link sent to me on 07522860004 of the service, did you send it to the phone I already told you was not working? Nor have we any evidence of the service being done which is a requirement to demonstrate to employers the car allowance provided is utilised for maintenance of the car.Trevor had apologised to David but was keen to infer to him that the service not being done originally was David’s fault for not specifically mentioning the service when he dropped it off. Given that he selected the correct online service option to book it in no one in their right mind would think this needs to be emphatically noted on drop off. One other area had been discussed because the T lettering had dropped off and he was driving an ‘Urbo’, and he mentioned this be looked at also when he brought it in – this has now been rectified on the 2nd visit. Look at your booking system and please explain how that service was not done that day. I don’t appreciate Trevor getting frosty with me saying he’s already explained with an attitude when the situation was ongoing.I am still very upset that we wasted a day of annual leave, I was shadowing David that day to bring the car in for the service to bring him home, and we waited for the collect call and that was another hour round trip to collect his car later so to learn you had us do all this and not even do a service is mind blowing to me and wreaks of poor processes and a lack of care.I would like a response to this by return in relation to the service being done because it’s a safety matter, please send the video link and a document confirming the checks made. You have my mobile number and my email addresses.In relation to how this whole debacle happened please explain no later than 28th October or I will escalate, he’s been a loyal customer. I did try to find Matthew yesterday to complain, he had always looked after us when the cars were bought, however he has left your dealership for Wolverhampton and if needed I will follow up via group and the ombudsman next. The service departments performance is directly impacting your sales, and when this has been brought to your attention you haven’t responded to David to explain why. Twice you have inconvenienced us, and our time is important and you don’t seem to care or feel a proper apology is due.Please thank the car wash team they did a grand job.

Cust purchased 19.09.25 the cust has had the vehicle back on a few occasions and had work done, the last time the vehicle was in they mentioned the tyre pressure light. Nothing had been done and the bookings team advised she could take it to Stafford as this was closer for the customer. The vehicle has been sold to the customer with a slow puncture, 2 tyres are below the legal requirement.

We were looking for a particular model but were unable to find the one we were after.

The car needed a B1 service which I received an automated reminder for with an electronic booking button and booked for 3rd Oct. Took the car in, had to go home as I had asked them to look at a couple of minor issues.I went back later to collect the car later after a phone call from the service dept. Collected it, and drove home. When I got home the dash display was still registering the need for a service. I then checked the paperwork and the car had had a visual health check only, excluding an oil check.I rang the service dept and they apologised after checking and confirmed it hadn't been serviced. They said they would re-arrange this, my wife is now taking it in on Monday. I work in Cornwall during the week and had it serviced while I was at home for a week.My concern is that Mercedes tried to say it was my fault in my first call to them as the paperwork they had wasn't clear after the booking, as to which service it was. The mileage was clear and the dashboard was clear it was due. A reasonably experienced fitter/engineer would have known something wasn't right when they looked at it and dealt with it.Then they said they thought it was there for an MOT, its 18 months old.I mailed Shrewsbury twice last week about rearranging the service and got no response. My mobile phone had packed up so no doubt they may have tried to contact me on there but I wouldn't have known, hence the emails.In the meantime my wife called to re arrange the service and spoke to the same person who then came up with the same reason why it hadn't been serviced: my fault for not specifying the service.She had a few words and its been rearranged and she will take it in next Monday while I bring her car to Cornwall.You need to know that this level of service isn't great, but particularly the responses and lack of email response and no doubt if we hadn't followed this up and checked the paperwork, Mercedes would then be questioning the warranty if anything went wrong in the future.

althou late in the day the rep was very happy to show us the car concerned and answer all questions