Having called into Mercedes Stoke on 3/7 I spoke with Luis, who I have to say was very accommodating. I produced my car details and he advised me the best price for my partex be between 17 - 17.5k. His manager later interjected stating they could only offer 17k. As Lookers cannot advertise my car? Despite having a Lookers site down the road as a BMW retailer?.I arranged with Luis a test drive of an EQC for today 4/7 at 3pm. I had planned my day to ensure I was there on time, at which point upon my arrival I was told by Luis he had been busy and unable to locate me a car with no explanation as to why he could t have informed me of this prior to me making the journey. I won’t be returning to purchase. I have since made my purchase with Lookers Stafford whom have been far more accommodating

On the 19th June I agreed to purchase a 2 year old Mercedes c200 mild hybrid from Stoke The salesman was Joel. I paid a deposit of £250 at 10:31am 19th June as requested. I received a voicemail message from Joel at 11:14am on 19th June requesting my e mail address for the finance application forms.On Saturday, Sunday, Monday and Tuesday I contacted the Showroom to supply them with my email address and requesting that Joel to call me regarding when i could pick up the car. I spoke to reception and other salesmen as Joel was always busy. I contacted them again today to be told that they had sold the car to another Mercedes dealer. I did not delay making the payment after I agreed did the deal over the phone. This is a breach of contract. In addition Mercedes Stoke still hold my £250 deposit.I do not know why they did not refund it if they had sold the car to someone else. The sales manager (graham?) said that they would now arrange the refund. This is a breach contract. I expect you to find me a car of similar age and mileage that I agreed to buy. The sales manager said that he could sell me a similar car that was 2 years older for the same amount. This is unacceptable. In addition to this I have now lost another car that I was interested in buying. Please let me have your comments.

Dear Lookers Resolutions Team and Mercedes-Benz UK Customer Care,I am writing to log a formal complaint regarding a Mercedes GLC purchased from Lookers Mercedes-Benz Stoke-on-Trent. Despite raising multiple issues time and again during the vehicle’s warranty period, no concrete steps have been taken by the dealership to resolve them.Worse still, the showroom agent who sold me the vehicle is denying any delays, despite a clear paper trail of my repeated attempts to get these matters sorted.The two primary outstanding faults are:1. Under-Seat Panel: This was inspected by the showroom in April, and I was explicitly assured a replacement part would be ordered and fitted. No action has been taken since.2. Passenger Side Mirror: Prior to purchasing the vehicle, I flagged that this mirror was exhibiting erratic, jerky movements and I was assured this will be fixed but nothing was done for it so far. Now It sometimes work and other times makes jerky movements. I have video evidence of the side mirror issue ans I am afraid it might fail completely at any moment, creating a severe safety hazard and restricting my visibility while driving.Because these faults were reported well within the warranty period, Lookers is legally obligated to repair them under the Consumer Rights Act. I have attached/forwarded my previous emails to this message as concrete proof of the ongoing delays and lack of action from your Stoke on trent showroom.I require a senior manager from Lookers Head Office or Mercedes-Benz UK to intervene immediately. I expect a response within 7 working days confirming a definitive booking date for these repairs.If this is not resolved swiftly, I will immediately escalate this matter to the Motor Ombudsman and, if applicable, the Financial Ombudsman Service to initiate a formal, independent investigation.I look forward to your urgent response.Yours sincerely,Shah

I am writing to formally raise my concerns regarding the Approved Used Mercedes A200 (Registration DX24OTS) purchased on Friday, 29th May. Unfortunately, within just 24 hours of taking ownership, I encountered a loud knocking noise beneath the car and noticed significant difficulty when attempting to reverse. Given these unexpected issues, I promptly contacted Mercedes breakdown, who subsequently towed the vehicle to the Cicely Mercedes dealership. Their diagnosis was clear: the gearbox mount had shifted, apparently due to previous work, as evidenced by screws left on the undertray.On Tuesday, 2nd June, I reported the problem to Lookers Stoke and spoke with the Sales Manager, Anthony, who assured me that they would investigate the matter. Since then, I have followed up several times, but each attempt has been met with explanations rather than solutions—ranging from claims of no work being performed by the Stoke workshop, to waiting on an email or report from Cicely regarding warranty work. Despite these efforts, it has now been two weeks, and I still have not received a satisfactory explanation regarding why I was sold a car that was unsafe to drive.I understand that it may be difficult to accept a diagnosis from an independent third-party garage, but in this case, the assessment and repairs were made by another Mercedes dealership, which carried out warranty work and has no reason to misrepresent the cause of the issue

I took out an insurance through Mercedes to cover scratches. Stoke returned the repair after it was sold to me that they would fix it and lend me a car whilst it was fixed. The insurance company sent another repair company out to fix who said they couldn't fix due to fears of not being able to blend in properly. This resulted in me having a wasted day off work and scratches remaining to my car.

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