Lack of stock. Distorted presentation of prices (comparator was undisputed) which I thought was shabby

Good AfternoonWe have received the below complaint via MB Stourbridge however we have identified that the following elements will be non reg.4. Also I was charged for the 2 services even when I did not even have the car at that time. I was assured by Mr. David sermon after several calls/ emails that I would get the refund- still waitingPlease could you arrange for this section to be logged and referred back to the dealership and advise that the Regulated Complaints team will be reviewing and responding to the other elements.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Gemma HamiltonSent: 05 February 2026 15:38To: F and I ComplaintsSubject: FW: KW72 MWCGood afternoon,Please find below a complaint received. I am not sure if this has been sent over to your team already ?Kind regardsGemmaGemma HamiltonMB Transformation ExecutiveMercedes-Benz of StourbridgeSt John's Road | Stourbridge | DY8 1ETT: 01384 445 800lookers.co.uk/mercedes-benzFrom: sunila samuelSent: 05 February 2026 07:15To: Nathan Crage; Christopher LeatherbarrowCc: SusieSubject: Fwd: KW72 MWCExternal Sender: Confirm legitimacy before acting.Good morning,Hope you’re keeping well.I’m not sure if you have received the email hence forwarding.Could you please look into the issue as a matter of urgency please .Kindly acknowledge receipt of this email.Awaiting your response.Kind regardsSunilaSent from my iPhoneBegin forwarded message:From: sunila samuelDate: 26 January 2026 at 08:04:05 GMTTo: chrisleatherbarrow@lookers.co.ukCc: SusieSubject: Fwd: KW72 MWCGood morningI hope that this email finds you well.I’m forwarding the email below for your input . I look forward your feedback on this .Kind regardsSunilaSent from my iPhoneBegin forwarded message:From: sunila samuelDate: 23 December 2025 at 20:33:04 GMTTo: nathancrage@lookers.co.uk, chrisleatherbarrow@lookers.co.uk, enquiries.mercedesbenznorth@lookers.co.ukCc: sunila samuelSubject: KW72 MWCGood evening,Hope this email finds you well .I am writing to raise some concerns regarding the original price quoted for the vehicle and the Agreement received from Red line Finance.I have attached the documents with regards to both.My concerns/ queries are:1. When the original price was quoted at £51, 500.00 at 10.9% APR on January 2024 ( car was used for test drive , so it's not a new car). Again the state of the car was apalling with broken central console- which I was assured that it would be sorted ( took months of calling/emails to get it sorted).Paid the deposit .So, the amount should reduce but that did not happen.2, Could not get finance through Mercedes so was advised that By Cy Rose and David Sermon that they would request from Red line finance. My self and Dr. A ( colleague who came with me ) repeated asked the question that the price quoted initially minus the deposit would be the actual amount ( £51, 500 - deposit).MR. Cy rose brought the agreement to be signed at Mercedes Stourbridge- signed the agreement.But when I checked the agreement I was in for a surprise. For a used car I have been charged £67, 050.16. And cash deposit mentioned was £2460.0 which is incorrect.I have already paid more than £3000.00. ( Pl check the transactions)3. I felt betrayed . Car had several recalls after that and lost all confidence to drive/ buy another Mercedes - even though My first preference was always Mercedes.4. Also I was charged for the 2 services even when I did not even have the car at that time. I was assured by Mr. David sermon after several calls/ emails that I would get the refund- still waiting5. Recently I have sold the car and was considering buying a new one but decided not to till I put my mind at rest with the above mentioned issues. Does not wish to be treated again like that.I would like to discuss options or solutions to deal with the above mentioned issues.Kind regardsSunila Samuel

Dear Sir or Madam,I am writing to formally complain about the extremely poor and unacceptable level of service I received from your Mercedes-Benz service centre. The entire experience was deeply frustrating and falls far below the standards one would reasonably expect from a premium brand such as Mercedes-Benz.Firstly, I was forced to wait over five hours for assistance. This excessive delay was not only unreasonable but also completely disregarded my time and basic customer respect. Throughout this period, communication was minimal to nonexistent, leaving me without clear information on what was happening with my vehicle.Secondly, the lack of competence displayed by your staff was alarming. I received contradictory information, and it was evident that the employees involved were either inadequately trained or indifferent to resolving the issue properly.Most concerning of all, the repair order was cancelled without my knowledge or consent, and I was not informed of this decision at any stage. Discovering this on my own was unacceptable and demonstrates a serious breakdown in internal communication and customer care procedures.As a direct result of this mishandling, I incurred unnecessary costs. I therefore formally demand a refund of £140, which represents the expenses I was forced to cover due to your service centre’s failures.This experience has significantly damaged my trust in the Mercedes-Benz brand. I expect a prompt written response, a clear explanation of how this situation was allowed to occur, and confirmation of the £140 refund without further delay.Should this matter not be resolved swiftly and satisfactorily, I will consider escalating the complaint further.I look forward to your immediate response.Yours faithfully,Karolina Klimek

Was refused finance without any explanation as to why. I have excellent credit score. Went to another car dealer and was approved. Shame as I really excited for a Mercedes.

Good offers & low APR

Please see complaint on reps in attachment as customer sent letter in to branch and the scanned copy will not copy over to customer survey. customer having issue with Tires and other issues this also happen with previous car ..

Excellent service from Dylan, the sales executive. Knowledgeable, and friendly.

It was very good service .You did a very good job. I will recommend you to any one Thanks.Kind RegardsDr M. Ahmed

It was very good service & I will recommend to every one I know . Thank you very much

Dear sirsI have already replied to your earlier request yesterday and this email is difficult to reply to. Your service to me was excellent as I was upset at having a puncture the previous eveing and was upset as to how I was to get home.A friend blew my tyre up so I could and I got to you as early as I could.your staff were very kind and attentative and got my tyre mended as soon as possibleThank you