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

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 ..