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

Great service sorted out issue the next day

I bought a car from your Stafford dealership on 02/01/2026. After around a week of ownership I discovered that the car had an active safety recall on it. I have contacted the dealership about rejecting the car for a full refund as I feel let down and disappointed at being sold a relatively expensive car that has an active and potentially serious safety issue with it. The general manager of the dealership has contacted me to say I cannot reject the car and you will therefore not refund me, as a recall relating to a software update does not qualify for rejecting the car. I disagree and I am therefore contacting you to find out your position on this. I have contacted citizens advice / trading standards and they have informed me I am within my rights to reject the car for a full refund. The recall is a software update, but one that relates to a safety issue and therefore, in my opinion, is a recall that could potentially have serious consequences had it gone un-noticed by myself. As the recall wouldn't have been picked up until at least the next MOT, I could have been driving around for 12 months putting myself, passengers and other road users at risk. There is also a question about whether my insurance would have been valid should I have had an accident.It is my understanding that it is illegal for a motor dealer in the UK to sell a car with an active safety recall on it. How this has happened when the car was MOT'd and serviced prior to collection I don't know, but it has left me with no confidence in the dealership and therefore the car itself. If a Mercedes dealership cannot identify a known recall on its own car before selling it, how good was the work undertaken on the service? Under the Consumer Rights Act 2015 I should be able to reject the vehicle for a full refund as I had owned it for less than 30 days and it had been sold in an unroadworthy state as the fault/recall was there at the point of sale. I have received little in the way of a sincere apology, just a couple of emails that are at best, arrogant, dismissive, patronising and condescending.I previously emailed the lookers complaints department on 21/01/2026 but have had nothing back other than the generic automated email response saying you will be in touch within 14 days. Obviously you haven't been. As the dealership have now given their final response on the matter I have escalated the complaint to the Motor Ombudsman. However, I am trying one last time to reach out to yourselves in the hope this can be resolved in a more timely manner.Could you let me know your stance on this at your earliest opportunity please?