Went to collect my new car on Wednesday evening after work, I was told that you would put on my cherished plate while I was doing the handover, I had all the relevant documents & insured it with my plate number, i did check to see what time the parts department were open until & it says 6pm so I arrived with an hour to spare & I was told they refused to make it as they we about to finish, at 5pm? So my insurance was now void, not to worry, Mercedes drive away insurance was given to me & was informed that they would extend it until the v5 is back so I could put on my plates, they rang me today to inform me that it will expire on Monday 23rd may at which point I explained my situation & asked for a extension and they won’t do it, so I now am unable to get to work on Tuesday through no fault of my own unless the v5 comes in the meantime, unlikely as it’s bank holiday weekend. This is not the fault of Declan the sales person I’ve dealt with, he’s been excellent throughout, but it’s been like buying a car from a back street garage rather than a prestige dealership. Not at all happy , if the plates had been made at 5pm then none of this would’ve happened.

HiI am hoping you can assist me please as I have tried to contact the Stoke dealership but unfortunately having no luck.I took out an extended warranty on a vehicle, paid for this in full and then was informed that the warranty had been cancelled by the dealership without my knowledge, therefore I am still awaiting a full refund of the £749 which I paid.If you can please call me on 07379 036748 so we can settle this otherwise I will need to contact the motor ombudsman for further support.Kind regards,Amy ScottPlease excuse any typos, this message was sent from my mobile.Begin forwarded message:From: Amy ScottDate: 15 May 2026 at 18:47:16 BSTTo: antonyhine@lookers.co.ukCc: Adam Sherwin, GrahamSimm@lookers.co.ukSubject: Re: Thank You – You've Repaid in Full (Amy Scott)Hi AntonyDisappointed that despite numerous calls to try and speak to you I have not received the call back promised, or acknowledgment of these emails.Given the serious nature of your dealership taking a considerable amount of money from me despite cancelling the warranty cover, I am surprised at your lack of urgency to this matter.Given the lack of response, I will need to escalate this with Lookers and potentially further than this.... ultimately you have taken money for a service that was never in place due to you cancelling the policy without consent - some might call this fraud by misrepresentation.I also wonder how many other customers the dealership has done this with?I look forward to your reply so we can close this matter.Thanks________________________________________From: Amy ScottSent: 14 May 2026 19:09To: antonyhine@lookers.co.ukSubject: Re: Thank You – You've Repaid in Full (Amy Scott)Hi AntonyPlease can you acknowledge the below emails and confirm when the payment will be made?Thanks,AmyPlease excuse any typos, this message was sent from my mobile.On 13 May 2026, at 17:00, Amy Scottwrote:Hi AntonyCan you confirm when I will receive payment please?Thanks________________________________________From: Amy ScottSent: 12 May 2026 14:28To: antonyhine@lookers.co.ukSubject: Fw: Thank You – You've Repaid in Full (Amy Scott)Hi AntonyBank details are as follows:Mrs A J MartinBank Account: TSBSort Code: 77-48-08Account Number: 20248468Thanks________________________________________From: Amy ScottSent: 12 May 2026 13:58To: antonyhine@lookers.co.ukSubject: Fw: Thank You – You've Repaid in Full (Amy Scott)Hi AntonyPlease see below as discussed -________________________________________From: Amy ScottSent: 12 May 2026 13:33To: mickmartin10Subject: Fw: Thank You – You've Repaid in Full________________________________________From: BumperSent: 28 October 2025 00:07To: Amy ScottSubject: Thank You – You've Repaid in FullHi Amy,Great news, we’ve received the final payment towards your bill from Lookers Mercedes-Benz Stoke and you’re now repaid in full. Thanks for using Bumper and making your payments on time.Instalment Due Date Amount Paid Status1st 30/01/2025 £74.90 £74.90 Paid2nd 28/02/2025 £74.90 £74.90 Paid3rd 28/03/2025 £74.90 £74.90 Paid4th 28/04/2025 £74.90 £74.90 Paid5th 28/05/2025 £74.90 £74.90 Paid6th 28/06/2025 £74.90 £74.90 Paid7th 28/07/2025 £74.90 £74.90 Paid8th 28/08/2025 £74.90 £74.90 Paid9th 29/09/2025 £74.90 £74.90 Paid10th 28/10/2025 £74.90 £74.90 PaidThanks,Bumper

Hello James,Still not had an update from you or payment to my account for what was promised last November. It seems that BMW is not honouring its agreements.Maybe I'll cancel my direct debit on the car for a month in lieu.

Formal Complaint – Dangerous Failed Repair / C63 AMG - CY08FMODear Service Manager / General ManagerI am writing to formally complain about the quality of the repair work carried out on my vehicle at your dealership between 15.04.2026 - 06.05.2026The car was brought in specifically to address an oil leak onto the manifold on 15/04/2026.After a diagnose i have been told that rocker cover gasket on passenger side has failed and i have approved the repair.Following the repair and payment of £960, car was returned to me on 30/04/2026 , became significantly worse and dangerous condition , rocker cover gaskets that has been fitted failed and also caused a new problem , developing a misfire on idle causing the idle go up and down when the car warms up. Within 10 miles of driving the car , the engine bay began smoking heavily accompanied by a severe smell of burning oil. I had to stop and get my vehicle recovered with an independent recovery service to my home address at my own expense, after calling Mercedes Roadside Assistance and waiting on the line for more than one hour and given an extremely high price , while i needed to be recovered for free . Given that oil is leaking directly onto the hot exhaust manifolds of an AMG engine, vehicle represented a significant fire risk and was unsafe to drive.Under the Consumer Rights Act 2015, services must be carried out with "reasonable care and skill" . As the car was returned to me in a dangerous and unroadworthy state, it is clear this standard was not met.I came to your dealership on 01/05/2026 again and after a long wait and explaining my complaint to general manager Chris , and also to some service assistants , i requested my vehicle to be recovered from my address back to your workshop . I have been told by service assistant Kate that i have to pay for the recovery myself and bring the vehicle back , which was very dissapointing again, and then a service assistant ( John ) told me that he will come and drive the car back to your workshop.My vehicle has been driven back to your workshop by John and i have been told that it will be rectified , for the faulty repair and the misfire issue will be also looked into, which was caused after this repair .On 06.05.2026 i have been called that my vehicle is ready for collection , and i wanted to talk to John to ask if all issues have been resolved. He told me that the oil leak issue has been fixed, rocker cover gasket has been changed again , but there is nothing that can be done for the misfire and idle problem , as its not related to the job that has been done , which is very dissapointing , as my vehicle didn't have this problem prior to coming to your dealership, something has been damaged while replacing this parts and there is a significant damage . I explained that i am not happy with what has been done to my vehicle , but then he told me that he would need to charge me extra for the diagnosis of this misfire problem , and then he called me again and told me that my car is being remapped and thats why its running rich which is very irrelevant . Basically the poor workmanship/ failed repair and mistakes are being rejected with technical excuses and misleading explanations . I am already losing my trust to your dealership and workshop standards.I am rejecting to collect my vehicle before this issues has been resolved and requesting the following immediate actions:Corrective Repair: A full inspection by a senior technician to identify what has been damaged with the repair and why my vehicle is misfiring and a complete resolution at no further cost to me.Please confirm receipt of this letterIf this is not resolved promptly, I will have no choice but to escalate this matter to Mercedes-Benz UK and the Motor Ombudsman.Yours sincerelyEsat Gurel

Good morning,Thanks for your email with the documents attached however I need some more information please.The customer states, at the time of the sale, we were told there was no need to read the documentation in detail and that there was nothing to be concerned about. On that basis we signed documents in the showroom – Please can you give me the SE’s comments around this comment made by the customer?The customer states, We were informed that Sue would need to sign the finance agreement as the director taking responsibility for the finance. However, you were aware that the vehicle was being purchased for our jointly owned business. The part-exchange vehicle was registered in Kev’s name for the business, yet Kev has not knowingly signed any relevant documentation – Please can you confirm the correct process was followed here. The part exchange vehicle was in a different name to the person that has signed the document. I note that this was a business purchase as such I believe the process may have been different compared to a private purchase. Please can you confirm if the owned person of the PX’d vehicle needed to have also signed the finance agreement for the new vehicle?The customer states, we have received a Statement of Demands and Needs containing answers to questions that we do not recall being asked. In particular:• The form states that the vehicle is not being purchased for business use, despite you being aware from the outset that it was intended for our business.• The document states that the customer was provided with information to make an informed decision and advised to read the document carefully before signing. We were not shown this document or asked these questions prior to the agreement being completed. – Please can you confirm if the correct demands and needs document was used as per the above comments and provide your/SE’s comments regarding the customers allegation here?They have also raised the below NR elements @Customer Feedback – Please can these be reviewed and logged as NR?The following items were not explained or agreed with us at the time of purchase:• RAC Warranty Premium (48 months) – £1,349• Fuel/EV battery charge – £40Thanks,Sonia MahmoodComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043lookers.co.uk

Dear Mercedes-Benz Sales Office, I am writing to make a formal complaint about the poor experience I have had with 'Bhavik Patel' your sales representatives over the past few days while enquiring about a vehicle. Unfortunately, throughout my enquiries, I found the salesperson to be unhelpful, dismissive and knowledgeable on the electric cars. I was trying to obtain information in order to make an informed purchase decision, but the assistance provided was far below the standard I would expect from Mercedes-Benz Lookers. What I found most disappointing was that during our conversation, the salesperson hung up on me. I consider this highly unprofessional and unacceptable, especially when I was making a genuine concern as a potential customer. I am very disappointed by the way this matter has been handled. I would be grateful if you could look into this and address the issue internally. I look forward to your response. Kind regards, Shah Saud ________________________________________ From: Bhavik Patel Sent: Tuesday, April 7, 2026 10:38 am To: shahsaud@outlook.com Subject: SPEC LIST Hi Shah, Please find spec list attached. If they're the size on most EQEs then the tyre size is 265/40/21 Goodyear £ 321 each Conti £ 238 each Pirelli £331 each and all would need ordering Bhavik Patel Sales Executive Mercedes-Benz of Maidstone Bircholt Road, Parkwood | Maidstone | ME15 9YN T: 01622 623 700 lookers.co.uk/mercedes-benz

when car was dropped off some scratches on the centre console and alloy wheel was damaged, vehicle was collected yesterday and returned yesterday. alloy was replaced and centre console was buffed but the marks are still present, also mileage has been accrued with it being driven to and from the dealership. have also raised it with the branch today that there are stone chips on the windscreen that they are certain were not present when the vehicle left them. it is his daughters vehicle and understandably is upset because of these issues

I am writing to raise a complaint about the handling of my lease order for a Mercedes-Benz EQA. Unfortunately, the process has been disorganized, inconsistent, and has caused significant inconvenience.I test-drove the car on 14 December 2025 and was initially quoted a lease price of over £700 per month. I later received a revised, substantially cheaper, SME offer on 20 December, which I accepted on 21 December with a delivery date of late March 2026. I am unclear why this better offer was not presented to me during my initial visit.After accepting, I was asked to provide my personal ID and pay a deposit, even though I had made it clear the lease would be through my husband’s company. I also experienced issues with the payment link and could only complete the deposit on 31 December. This was later refunded, as I was told it was not required for an SME agreement, which raises the question of why it was requested in the first place. The delay in paying the deposit led to a price increase on the lease. I was told on 8 January that finance had been approved, and on 31 January I was informed that everything was on track. However, after that, communication stopped and I had to chase for updates. When I called on 5 March, I was initially told my order could not be found, which was very concerning.In March, I was again asked to provide documents, which I did promptly, and I completed all paperwork ahead of the agreed collection date of 20 March. Despite this, I was contacted at 18:37 the evening before collection to be told that due diligence checks had not been completed. During that call, it became clear that the checks should have been carried out on the company directors, not me, which contradicts the instructions I had been given throughout.As a result of these delays and errors, I have now been left without a car, as my previous vehicle has already been returned based on the agreed collection date. This has caused significant disruption to my day-to-day life and I am paying for insurance for a car sat in your garage.Given the situation, I would appreciate it if you could provide a courtesy vehicle until my ordered vehicle is ready for collection, to help minimize any further inconvenience.I would also appreciate a clear explanation of why there have been so many errors arranging this lease as this should be a standard procedure for yourselves, along with confirmation of how this will now be resolved as quickly as possible.I look forward to your response.

I’ve just got home from my visit to Lookers Mercedes-Benz Stoke and I feel extremely dissatisfied with how my vehicle has been handled.I very clearly requested that the car was NOT to be washed on the outside, as it has recently had paint correction and a ceramic coating applied. Despite this, the instruction was ignored and the car was washed anyway.To make matters worse, I have now discovered fresh damage to the front passenger-side bumper corner, which was not there before the service. This is completely unacceptable.Kate and Simon have asked me to contact their valet contractor directly, but this is not my responsibility to resolve. I entrusted my car with the dealership for a routine service, gave clear instructions, and it has been returned to me in a worse condition — both in terms of the finish and now with physical damage.I am very unhappy with this experience and expect this to be dealt with properly by the dealership.

You have asked via my Google review for me to contact you via this link. As it clearly states in our review this complaint procedure was carried out on 20th February 2026 and you completely ignored it with no response given other than confirmation it was sent and a response given within 14 days......This has not happened as of 18th March!I suspect you gave an automated response to our review on Google to make it seem like you care about customer complaints when in fact you obviously don't, however, we are stupidly prepared to give you yet another chance to respond directly but hold no hope.