I pay deposit for a vehicle and they sale the vehicle

raising a complaint on the care that has taken place for my vehicle- PDF file provided following my complaint

Quality of vehicle repair, amongst other issues

I called the Stafford Mercedes branch this morning at 11:16am to book my car in as I am experiencing some issues. I wanted to give some feedback on the gentleman who took the call, I think his name was Callum. He was extremely unhelpful and displayed a very negative attitude, he didn't demonstrate a good customer experience at all. I work within a similar industry and if one if my staff spoke to customers this way, I would want to be made aware, and I would encourage you to listen to the call recording and use this for training purposes.

> Hi ,> On Wednesday 12/11/2025, I contacted them to enquire about a car advertised on Autotrader. I was informed that the car was still available and that a £500 deposit was required to reserve it. I promptly paid the deposit and submitted all the necessary documents for the finance application.>> On Friday 14/11/2025 afternoon, I received an email stating that my application had been rejected and that they would be seeking an alternative lender. However, at 17:25 on the same day, I received another email confirming that the finance had been approved.>> On Saturday, I received yet another email informing me that while the finance had been approved, they were seeking a better offer, without providing details of the current offer.>> I did not receive any further communication until Monday morning, when I was informed via email that the car had been sold.>> How the car could have been sold to another party, given that I had paid a deposit on Wednesday and my finance was approved on Friday 14/11/2025.>> Regards> Adin Truta

I was very pleased with my experience on Friday when my car was given a health check and the problem was dealt with that morning. Well done everyone the coffee was good and thank you Rebecca for explaining what was needed. A good visit, thank youDenise Wootton

Clean and efficient

I brought my Mercedes Marco Polo to Stafford to diagnose and fix a breakdown prior to a camping trip at the end of August. The vehicle was then found to have another fault which prevented my daughter and her partner taking the camper on a pre-booked holiday to France Italy and Switzerland.I complained to Mercedes and not the local Lookers branch, and they have apologised but nor admitted any laibility whcih leads me to bring this matter to your attention. Luke (branch manager) had suggested at the time that Mercedes would not accept liability and mentioned that he would consider making a contribution. But I didn't imagine that the Mercedes brand would dismiss a claim which brings their reputation into disrepute.

Payments return following rejection of the vehicle

Morning James,I have had a customer on the phone about a warranty policy she believes she has been mis-sold. It was put through to me from sales but this is nothing I can deal with unfortunately. She brought the car off Steve Woolley but as he is away is it something you could look into please? Her car is currently in for repair at her local Mercedes dealer and she thought she had a Mercedes approved policy but when she has looked into it she only has an RAC policy. She’s really not happy and wanted a call back as soon as possible as her vehicle is off road.Her name is Miss Issa and her contact number 07950 500001. Vehicle reg WX21YTV.Thanks very much,Michelle