They have had my car for 10 working days now for a warranty repair. They have not rang me at all during this period l, I have had to ring them for an update! Each time they say they are waiting for authorisation to carry out the repair under warranty but say there is something about a backlog. They have promised to ring me back twice now and have failed.

Complaint in relation to the service I have received in dealing with my Father’s vehicleOn Friday 19th Dad contacted the dealership and took his car in to be checked on Monday 22nd @8:30 as agreed. Dad was informed of the issues and expected cost, and I’m told agreed to the price (£4.5k)On Tuesday Dad was taken in to hospital after being very unwell on Monday evening. During the wait for the Ambulance mum received a phone call from Trevor to say the car was ready and mum needed to pay £4.5k via BACS. She explained the situation and said she would get back to them.I have called today (Thursday 25th) as Dad is still in hospital to explain mum is not really in a position to resolve this, and I would be trying to help (I cant recall the name of the very helpful colleague). I asked for an itemised bill as mum didn’t really know what work was being or had been done. I was told the price was £3.9k and I queried the difference. I was told the price had been heavily discounted. This would have been a very generous thing to do given no one had argued the price that I am aware of.This invoice was sent through by Trevor, via email without any written text at all other than the subject heading of “As requested”… no hello, no hows your dad, no hope we can support you, no Is thit what you needed or can I help in any other way…. I am not a colleague of Lookers, and whilst I am not paying for the repair I am still a Customer. I found this very cold, it didn’t please me and I do not consider this to be inline with a high level of Customer service that Lookers claim and build into your premium pricing. I pointed out this out to Trevor. My dads name is also incorrect on the invoice – referred to as Mrs Caren Sant rather than Mr Colin Sant. I asked Trevor to fix this. I have not received a corrected invoice.Luke responded (not Trevor) and asked about dad, and explained that the price was lower due to the part being receipted at a lower price, seemingly not because of a discount applied.So, I also asked why on Tuesday, after the car had been fixed, was the payment requested £4.5k.The response I received was frankly offensive, Luke saying he appreciates the points raised but the price would not be adjusted. Where have I asked for a price reduction? I asked for an explanation between the variation in reasons give.This is my first, and hopefully last, interaction I will have with this garage. And I will be strongly suggesting that my parents take their business elsewhere also. I struggle to see how you consider yourselves to have excellent customer service, this absolutely experience is absolutely on the low end of the scale.

Compliment for Matthew Bligh. Absolutely great service and professionalism from Matt. Very knowledgeable about the Mercedes vehicles.

Hi, I bought my car from lookers Stafford 2 1/2 years ago when I bought my car after six months, the problem come in staring rack. You didn’t replace staring rack from my RAC Insurance since you replaced it the problem is still there. I notify you many times, but no one get back to me. Can I book my car to inspect it please? when you replace steering rack, it comes in two years warranty.. thank you

57 Shelmore WayGnosallStafford ST20 0DT2nd June, 2026Dear Sir or Madam,I bought my latest Mercedes car from Lookers Stoke in July 2024 and also purchased a service plan for my vehicle. As my nearest Lookers is Stafford, I duly book in my MOT and service at the Stafford branch.On 2nd December, 2025 I sat in Mercedes Stafford for two hours waiting for my MOT. I was then informed the test had been aborted as the emissions machine had exploded and as my test was due to expire on 4th December, and there were no guaranteed appointments at Stafford or Stoke, I had to quickly find another local garage for the MOT and pay £54.85. On the afternoon of 2nd December, I spoke with Luke Johnstone of Stafford branch who competently dealt with my complaint and stated as a gesture of goodwill the MOT cost would be re-imbursed to myself when I provided an invoice and my bank details. On 6th December I duly delivered this information to the branch.By January 2026 I still had not received the £54.85 and so phoned the branch on three occasions requesting a call-back and not once did Mr Johnstone respond. I then asked for his email address and sent emails on 8th and 13th January and still no response. By 15th January I submitted my first on-line complaint (ticket number 85354193), as per your complaints procedure and still no response. On 9th March I submitted my next on-line complaint (ticket number 86698207) and still no response. On 30th March I phoned directly Lookers Resolution Team and was assured this would be escalated to the Franchise Director and/or the Branch Manager, but still no response. On 7th April I emailed vehiclecomplaints@lookers.co.uk and within 24 hours had a response from Mr Johnstone. However, his email offered no explanation nor apology for his lack of response and so I requested this and began to discuss compensation for such poor customer care and service.Now over six weeks ago, Mr Johnstone felt a total payment of £100 would suffice as payment for the MOT and compensation. For the second time I submitted my bank details and still I await payment. You will appreciate that this catalogue of issues is a poor reflection on Lookers and makes me feel insignificant and disillusioned. I am genuinely bewildered as to why such a simple issue has escalated into this complaint when simple payment of £54.85 in December would have been sufficient to make me feel a valued customer. I now feel I am being deliberately ignored and my emails are not even acknowledged. Reading your complaints policy, my next step is to approach the ombudsman, but this will be my last attempt to resolve the matter before that route.Thank you for taking the time to read this letter and I hope you can offer some reassurance of how to move forward with this matter.Yours faithfully,Helen Kay (Miss)

This complaint has been submitted to Mercedes-Benz AMG complaints team and a DSAR submitted to Lookers and Mercedes-Benz, please provide an email address for the full complaint. The complaint relates to the work carried out and continues to be carried out at Mercedes-Benz Stafford - In February 2026, my vehicle developed a serious gearbox fault and became undriveable. After two independent specialists could not diagnose the issue, it was towed to Mercedes-Benz at my own expense. The vehicle remained there for around seven weeks (until 27 March 2026), during which extensive repairs were carried out, including removal of the engine and transmission and replacement of major gearbox components, at a cost of £7,187.06.Shortly after its return, the same fault reoccurred multiple times (23 April, 7 May, and again on 25 May 2026), despite further repair attempts. The vehicle continues to experience the same gearbox issues, including warnings, missing gears, and poor drivability. This clearly indicates the original repair has not resolved the underlying problem, despite a costly controller unit replacement which if replaced why are the same errors occurring, was this a misdiagnosis. Given the extent of the work already undertaken, the repeated failures, and the relatively low age and mileage of the vehicle (2021, ~40,000 miles), this is not what would reasonably be expected. The situation has caused significant inconvenience, time off the road, and loss of confidence in the vehicle.I am now requesting a full and conclusive diagnosis followed by a permanent repair, with serious consideration given to a complete gearbox replacement. All further work should be carried out at no cost, as this remains the same unresolved issue. A like-for-like courtesy vehicle should be provided throughout.In addition, I expect an extended warranty to provide reassurance going forward, and a goodwill payment in the region of £1,500–£2,000 to reflect the disruption, costs incurred (including towing), and loss of use experienced.

Initial complaint was 2.12.25.15.1.26 ticket 853541939.3.26 ticket 8669820730.3.26 phoned Resolutions Team7.4.26 emailed vehiclecomplaints@lookers.co.ukSIX weeks ago agreed nominal payment of £100 to myself and still this payment has not been made despite emailing twice more.

Dear Mercedes Benz UK Customer Services,I am submitting a formal complaint regarding Lookers Mercedes Benz Stafford following a failed service booking, unprofessional conduct, and an unresolved repeat NOx sensor failure on our Mercedes Benz CLS 350d AMG Line (registration A9 GSH, VIN WDD257312A039619).On Tuesday 7 April 2026 at 13:24, we booked the vehicle in for Monday 13 April 2026 at 9:00am. During this call, full details of the NOx fault were provided, including the fact that this is a repeat failure identical to the issue previously experienced on our earlier CLS (FE67 PYL), for which Lookers Stafford replaced the downstream NOx sensor under goodwill in 2022. We also requested goodwill consideration again due to the identical failure pattern and the emissions critical nature of the component. At no point were we advised of any diagnostic charge, nor did we receive any written confirmation.We hold an active Mercedes Benz ServiceCare contract (two year plan), and both vehicles have been serviced exclusively by Mercedes Benz.When we arrived at approximately 9:30am on 13 April 2026, we were kept waiting and then informed there was no record of our booking, despite the confirmed call on 7 April. When we asked to speak to the manager, a staff member named Trevor attended. His conduct was unprofessional and confrontational, repeatedly insisting on a £120 charge regardless of the information already provided and despite the lack of any booking record or prior charge disclosure. No work was carried out.This situation has resulted in wasted time, a failed appointment, and a complete breakdown in service standards at Lookers Mercedes Benz Stafford.We request that Mercedes Benz UK review this matter, liaise directly with Lookers Mercedes Benz Stafford, and provide a written response confirming how this complaint and the repeat NOx sensor failure will be resolved. We are currently driving the car with orange warning light ( engine managemtn and using more than usual fuel) .Account holder: Claire Parkes Contact and attendee: Mr G. S. Heera Address: 67 Vernon Way, Sneyd View, Bloxwich, WS3 2LU Email: gheera@icloud.com Phone: 07359 359 510Yours faithfully, Gulbinder Heera & Claire Parkes

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.