Subject: Immediate Action Required – Service and MOT Failures – 30th March 2026Dear Mercedes-Benz Customer Service Team,I am writing to formally demand a swift resolution regarding a deeply unsatisfactory service experience at your Stafford dealership on 30th March 2026.During the service & MOT visit, my car failed its MOT due to a snapped front helical spring. I was assured the correct repair would be completed following the receipt of the spring the following day, and my car ready for midday collection as I had an appointment at 2pm. This did not happen. The wrong part was fitted, requiring an additional overnight stay and causing significant disruption to both my husbands and my schedule.Upon final collection on 1st April, a large crack in the windscreen was discovered, damage that was not present when the car was left with you. Staff refused to accept responsibility, despite the vehicle being in your care.Given the repeated errors, disruption, and new damage caused under your responsibility, I require the following immediate actions:A full explanation of how my windscreen was damaged while at your dealership.Full coverage for the replacement of the windscreen.Compensation for the inconvenience, lost time, and distress caused.As a loyal Mercedes-Benz customer for over fifteen years, I expect this matter to be treated with urgency and resolved without delay. Please respond within 7 days with confirmation of how you will rectify this situation. Failure to do so will leave me with no option but to escalate this complaint further.

I purchased my A200 AMG line executive hatchback on 24/01/2026. The salesperson who assisted with and sold me the car was Oliver Kostuch. He was very responsive to my emails regarding trading in my car and arranging going to view and test drive the car, and was very helpful on the day I went to do this. He also sold me a policy which covers the cost of repairs for minor body work which I paid the first payment on my card that day. As I had a bump the following week which caused the paintwork to be scuffed and a small dent in my rear bumper I submitted a claim with photos of the damage. I eventually found out after a few weeks that this wasn't covered by the policy as it doesn't cover dents on the bumper as it's made from plastic. So as I didn't feel the policy was worth while I asked to cancel it. However the payments continued to be taken from my bank account as apparently it's a separate company who deal with the monthly payments. So I have been emailing Oliver to ask how I cancel the payments and eventually found out that the dealership will refund me the cost of the policy and I continue to pay monthly. I sent my bank details last week for this to be done but I still haven't received the payment and the next one is due out of my bank in a few days, so I'm paying something I can't make use of. I have emailed Oliver several times this week to ask when they are going to pay the money into my account but he hasn't replied.I'm extremely disappointed about all this and regret agreeing to having this policy and certainly wouldn't recommend it to anyone.

advisor on the phone at the bookings centre laughed down the phone while trying to give details. was either speaking to someone else or not listening.

We purchased a our second, new Mercedes Benz C250D estate through your Stafford dealership but our latest vehicle, a Mercedes-AMG GLA 45 S, through a dealership in Leeds, as there were none of this model available locally. On 27th February the car displayed the alarm "Cooling system malfunction. Reduced drive power. Consult workshop." We contacted the Leeds dealership and they advised us to press the call button on the headliner and a mechanic would be sent out to investigate. This happened and he advised that the car was safe to drive but that it would have to go into the dealership to sort out the problem. The car finally went into your Stafford dealership on 9th March, from which time the customer service has been nothing short of diabolical. A dirty loan car, no calls to keep us updated with the status of repairs, being left totally in the dark . I spoke with a lady at Lookers yesterday, who called the Stafford dealership and was advised that our car should be ready tonight. However, they switched the loan car today, taking away the original loan car with one of our child seats in as the driver was unable to remove it (I am out of the country). We have never been treated to such shoddy service from a Mercedes Benz dealership and you can be sure that, as a minimum, we will be raising this complaint directly with Mercedes Benz. Would you kindly respond to this complaint on an urgent basis.

First complaint was submitted on 15.1.26 (ticket 85354193) about poor communication from 2.12.25 and still no one has resolved this simple matter.

When I initially called to book the service, I was quoted a price of £350. When I arrived to drop the car off, I was again asked what price had been quoted and I confirmed £350. At that point I was told that the dealership would honour that price.When I returned to collect the vehicle, I was informed that the dealership was changing systems and therefore an invoice could not be printed at that time. I was again asked what price I had been quoted and I confirmed £350. The member of staff indicated that she was unsure and would need to check with the manager to confirm whether the quoted price could be honoured.Shortly afterwards she confirmed that the price of £350 would be honoured and I proceeded to make payment.Since then I have requested a copy of the invoice for our accounts. The invoice I have now received shows the service total as £317.40. This indicates that the actual cost of the work carried out was £317.40, yet I was charged £350.While the monetary difference is relatively small, I find the principle of this concerning. If the service cost £317.40, then it seems inappropriate that I was asked what I had been quoted and subsequently charged the higher amount. This gives the impression that the dealership relied on the quoted figure rather than the actual cost of the work completed.I would appreciate an explanation as to why the invoice value differs from the amount I was charged, and I would ask that the difference be refunded if the correct service cost was in fact £317.40.

I bought this vehicle from you last year, and issues I have raised with the vehicle promptly after purchase are still yet to be addressed. These are battery issues with the vehicle, and also some bodywork scratches that I was told would be sorted prior to taking ownership of the vehicle but these are still unresolved. Furthermore, I paid for 12 months warranty on the vehicle and I have not received any confirmation of the policy despite requesting on numerous occasions as a couple of further issues have now come to light. I have brought all of these issues to light on several occasions through the sales representative but they are unable/unwilling to resolve

Oliver was excellent, he responded in a timely and professional manner to all my questions

After my online enquiry I was contacted by phone, text and email several times in quick succession, it felt a little intimidating. It appeared that I was being contacted by multiple different dealers.

Very helpful sent details as promised