I made a complaint on Thursday March12 and was informed that someone would contact me to discuss my dissatisfaction No one has bothered to contact me Am I disappointed YES Am I surprised NO It would appear that no one at Lookers has any interest

Hi, I'd like to address this to the director of lookers before taking it further to the motor ombudsman.A quick background of my self, i own & run a company called Tint Customs in which we do window Tinting & motor repair work.So back in late November 2025 i made an order of x3 differential for a 2017-2020 Mercedes-Benz E63s @ £2936 each after refunding surcharge of old units.Paid for it via bank transfer from my company,Collected the parts aswell and returned the old Exhange unit as requested.Was extremely happy with the service by parts adviser named Callum Jones @ Mercedes of StourbridgeHowever the 2nd time i tried to make an order in December was very different, the 2nd parts advisor called Jonathon Underhill got involved warned Callum Jones for some odd reason not to get involved and let him deal with this sale,Instantly trying to increasing the price and telling me they cannot go ahead with it and need to ask the parts manager called Mark Brad due to multiple purchase againMark refused the request and cancelled any order by us, said it's Xmas and they are very busy plus short staff'd due to Xmas,Understandable and heavily disappointed due to loosing my customers for repair work as they didn't supply in December.Then trying to get in contact in January increasing the price i felt deliberately to brush me away then also not responding to me as they shud doYet again one of my friends company called MSL Performance made an order in January/February and was very smoothWhen i called the parts adviser Jonathan Underhill was still very ignorant soon as i mention who i am and starting to make weired excuses mentioning he has to speak to his manage mark Brad for multiple purchase and discounted rateWe are now in March and I've manage to get hold of the parts manager Mark brad and. Manage to have a small a conversation of what the problem was/is and he has told me he finds it suspicious that ime coming all the was from Leicester and need to inspect my garage??I asked inspect it for what?He could not answer cringingI asked suspicious of what?Again he could not answer cringingTo me All this behaviour is completely disgusting and disgust me how Customers are treated in Mercedes of Stourbridge and strongly needs to be looked at especially with the parts manager Mark Brad aswell as parts adviser Jonathan HillI come from Leicester as Leicester has stop selling parts for some odd reason so they direct us to Coventry or Birminghamshire,1) i have freedom to go to any Mercedes I want within the United Kingdom that has nothing to do with no one2) i don't pay cash if anyone thinks it dodgy,i pay via bank transfer tax paid cash from my company legitly3) I am not random Tom, dick or Harry i own a business and like to keep other companies busy too, have a decent relationship and always prefer to purchase multiple stock to prevent delay on any of my customer that comes for mechanical workI wanted to purchase x11 of these differentials at the time in December which was a big sale of almost £33,000 and they did not let me when the price was qoated and when I was happy with that price.They deliberately delayed and messed me around for a few month by increasing the price and being ignorant.If u require previous invoices or any email chat or previous purchase history etc we can provideI have lost multiple customers due to supply in demand and mark brad the manager not let me purchase on time when price was slightly lower.Please resolve this issue asapAnd if u have nay further questions you can contact me on 07749131397 or 07306014543Regards,Tint Customs Ltd

This garage is holding my £500 deposit money for more than 2 weeks they are not responding nor they are transferring me to account department yesterday the lady put the phone down i have raised section 75 claim and I will take this further. Because they ask for £500 deposit and very next day they said car not available i he sold it to someone while holding my deposit

customer had vehicle in for service recently and was asked when dropping vehicle off if there was anything that he was aware needed looked at and he advised rain sensor needed looked at, this was not done. customer has called to find out why this was not carried out to only be advised 'well you will need to book it back in to be looked at'. customer does not expect this lack of service, vehicle is now booked in to be looked at but not for another month

I brought my vehicle to Mercedes in Stourbridge for a routine check (I purchased it new from them in November). At that time, it was in immaculate condition. While in their possession, the vehicle was cleaned and sustained multiple scratches. The staff admitted liability for this damage and arranged for a body repair company to undertake repairs.Although most of the scratches were rectified, one scratch remains. I have been informed by TH detailing Ltd that repairing this defect would risk causing permanent damage to the vehicle. As such, I am left with a new car that has unrepaired damage which occurred solely while under the care and responsibility of the garage.It is clear that the original work by Mercedes was not carried out with reasonable care and skill . While I acknowledge their attempt to remedy the issue, the outcome remains unsatisfactory. The vehicle is no longer in the condition it was when entrusted to them, and its value has now be affected.This matter has caused significant inconvenience, wasted time, and ongoing frustration. I have had to return the vehicle a number of times , arrange availability/time off work, and deal with the uncertainty surrounding the repair. This is not the level of service I expected from the dealership after purchasing a brand new vehicle.I am therefore seeking appropriate financial compensation to reflect:• The permanent unrepaired damage• Any potential diminution in value of the vehicle• The inconvenience and time incurred in resolving this matterI hope this matter can be resolved promptly and amicably. I look forward to your response.

I phoned about a car that was in stock. I arranged deposit and HO agreement over the phone. The car was brought to the branch and I test drove it. I then purchased the car, part exchanging my old car. It was a smooth process that happened with ease. It couldn’t have gone better

Helpful staff and non pressured environment.

Malik Khan215 Green Park RoadDudleyWest MidlandsDY2 7LZEmail: malik01541@gmail.comDate: 16/02/2026Dealer PrincipalMercedes-Benz of StourbridgeSt Johns RoadStourbridgeWest MidlandsDY8 1ETFormal Complaint – Poor Customer Experience and Handling of Repair (Mercedes V300 AMG Line – Reg: LO71 LZB)Dear Sir/Madam,I write to formally complain about my recent experience with Mercedes-Benz of Stourbridge, which has fallen significantly below the standard expected of a premium brand.Initially, I contacted Mercedes Assistance regarding the failure of both electric sliding doors. A patrol technician attended and diagnosed the doors as faulty. Based on this diagnosis, I then booked the vehicle into Mercedes-Benz of Stourbridge for repair.Despite the prior roadside diagnosis, I was charged an additional diagnostic fee of £120. I was then presented with a repair estimate of £1,836.96, together with further suggested issues, without any meaningful discussion, explanation of options, or coordination with my warranty provider before issuing such a substantial bill.I found this approach extremely disappointing.Furthermore, communication from your dealership has been unacceptable. I called daily attempting to speak with an advisor regarding the repair and warranty position. On multiple occasions I was told someone would call me back. No one did.Eventually, I was informed that there had been “system issues” for three days. Meanwhile, I have been left without a usable vehicle and without clear information, updates, or accountability.At no stage did I feel supported as a customer. Instead, I felt dismissed and poorly treated.My vehicle is currently unusable, I have incurred diagnostic costs twice, and I have been left chasing your team for updates. This is not the level of service one expects from Mercedes-Benz.I therefore request:1. A written explanation as to why a second diagnostic fee was necessary given the prior roadside diagnosis.2. A review of the diagnostic charge.3. A clear explanation of the labour calculations and additional items included in the estimate.4. Confirmation of what immediate steps will now be taken to resolve the matter.5. Consideration of a goodwill gesture in light of the inconvenience and poor communication experienced.I expect this matter to be treated seriously. If I do not receive a satisfactory response within 14 days, I will escalate the complaint to Mercedes-Benz UK and, if necessary, to the Motor Ombudsman.I look forward to your prompt response.Yours faithfully,Malik Khan

Took car in for MOT whilst I waited. It took 2 and 20 minutes for the MOT and I asked for it to be washed and vacuumed. After the 2 hours were up I was told it was being washed. 20 minutes later a different salesman walked past and said it was going in for a wash a vacuum now. I was appalled by how long I waited for a simple MOT and a clean and asked for my car back without the washing or vacuuming being done.

I specifically said i wanted a low milage used 200 A Class with all of the kit. I was offered a 180 . so i replied, again stating my preferences and advising that i have a trade in . Ive heard nothing since