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

Great experience & very helpful & polite

Good eveningI had my car serviced at Mercedes Stafford on Friday 24th October.My car had service B and had a recall undertaken. I left the premises around 11:00am and proceeded to make my way to work only to find a large noise coming from underneath the car, I pulled over to find something was hanging from underneath the vehicle.I pulled out a very large tool which appeared to look like a crow bar. I returned to Mercedes Stafford to complain and insist the vehicle be checked for damage due to the large noise coming from underneath the vehicle. After a conversation with the Service Manager he agreed to give me the use of a courtesy vehicle while a check was undertaken.I was told (in fact the Service manager confirmed my email) that he would send me confirmation of my complaint and a full assessment of the checks that had been undertaken to ensure there had been no damage to the vehicle due to the car being driven with the tool being left in the vehicle.I am yet to receive such correspondence. It is unacceptable that not only was a tool left in the vehicle but management has failed to respond to me as agreed.Can someone respond to this email with the evidence of the written complaint and a documented review of the checks undertakenkind regardsMs Joanne Codner-Beckett