Dear Lookers / who this may concern,I am writing on behalf of Joshwa Linton, regarding his Seat Leon FR Line 2020, purchased from you approximately 9 months ago and currently financed through Mi Finance.You have already been contacted regarding a serious fault with the vehicles infotainment system. The system is non functional (stuck loading, unresponsive, no audio), and replacement of the screen has confirmed this is not a display issue. There has since been an additional independent diagnostic done on the car to determine the cause of the issue which shows that there is a fault with the telematics module which is creating the issues with the infotainment system.Independent diagnostics evidence confirms:• Loss of communication with the infotainment control unit• Software / security signature verification failure• Internal memory errors and improper shutdownsThese findings clearly indicate an internal failure or latent defect, not wear and tear or user caused damage.Your continued position that this is "out of warranty" is not an acceptable resolution. Warranty status does not override statutory rights under the Consumer Rights Act 2015. A major electronic system failure of this nature, occurring within 9 months of purchase, means the vehicle is not of satisfactory quality nor reasonably durable.We have already attempted to resolve this matter directly with you and have been dismissed. As a result, please be advised that:• We are formally requesting that this fault be repaired at no cost or that an appropriate remedy is offered, and• This matter is being simultaneously escalated to the finance provider, who is jointly liable under the Consumer Rights Act.This email constitutes formal notice that statutory rights are being exercised. We expect a written response within 14 days confirming how you intend to resolve this matter. Should no satisfactory resolution be offered, escalation will continue via the finance provider, and if necessary the relevant ombudsman services.For completeness, it should also be noted that this vehicle experienced a separate fault within weeks of purchase, which was addressed by yourselves as 'a gesture of goodwill'. The occurrence of multiple significant issues within a short ownership period further supports the position that the vehicle was not of satisfactory quality at the point of sale.We look forwards to your prompt and constructive response.Kind Regards,Nakila Rochester07534163840(On behalf of Joshwa Linton)Car Reg: DY70 JKE

Lookers website wasn't very simple used it to appraise my car and ended up part exchangeing it should change the text for value your car to "value your car for part exchange"

I brought my car in on the 17th December for a repeat check as I was previously told everything was fine even though I heard a worrying sound. Few days later, MOT picked up an oil leak which was obviously missed by yourselves. I cannot believe a company as big as yourselves will miss an oil leak which was only picked up by a small Auto shop. As if that was not enough, I was informed that a request has been put through to the warranty to ask for approval since that day. It has been 22 days, 22 whole days of waiting for approval for warranty!!!!!!!!!!!!!! This is not the first time I have had to bring my car in for repair, it has always been the same day.You have allowed me to drive a car that was leaking oil for nearly a month with no recourse to fixing it. This is a way of documenting that I have constantly chased you guys just to try and get the car in to be fixed to no avail. I hope nothing further happens to this car because if it did, you will be blamed. I will also be picking this up with the ombudsman definitely. I wish we did not have to resort into this but of course, you have your poor service to blame!!!!

Dear Justin Ruck,I hope this message finds you well. I am writing regarding the handover of my 2023 Mercedes A-Class Executive Line, which took place on 15th November. The vehicle was reserved on 9th November, with the initial deposit paid the same day.Unfortunately, there were several issues and disappointments during and after the handover that I would like to bring to your attention:1. Window wipers – They were blunt upon collection. We did not check them at the time, as it is not something a customer should expect to inspect on a newly purchased vehicle — this should have been verified as part of your approved used checks , which should include a multi-point inspection.2. Phone chargers – Ivan had promised that chargers would be sent out to us, but we have not yet received them.3. Front bumper dent – There is a visible dent above the number plate which we did not notice upon collection. However, after reviewing photos taken on the forecourt at the time, the dent is clearly visible and appears to have been missed by the paint team who touched up areas of the front bodywork. Please see attached photos of both the damage and where the number plate holder bends inwards .4. Car mats – The mats supplied were not AMG ones, despite this being stated in the specification and confirmed with Ivan. Initially, plain mats were fitted, and only after I raised the issue did Ivan remove AMG mats from another car in the dealership and place them in mine — which was not the professional approach I expected.5. Fuel level – The car had very little fuel at the time of handover.6. Vehicle condition – The car was wet and dirty upon collection, and I had to ask for it to be dried before taking it away.7. Handover experience – I was excited to pick up the car, having looked forward to the new car day. However, the entire handover experience left me extremely dissatisfied. The process felt rushed, as Ivan needed to attend a team meeting, and the car was not presented in the newly refurbished handover bay as promised.What should have been an enjoyable and memorable moment felt disorganised and disappointing — not the level of service I expected from Mercedes-Benz .For a brand that prides itself on quality and attention to detail, this experience was extremely disappointing and fell far below the standard I expected when purchasing a Mercedes.I would appreciate it if these matters could be reviewed and addressed promptly — specifically, replacement of the wipers, provision of the correct AMG mats and phone chargers, and an inspection and resolution for the front bumper dent.Please let me know the next steps or a convenient time for a follow-up discussion.Vehicle Registration when purchased -GN73 UGGSince ownership Plate has been changed to -M27 TUC

Brilliant. Thank you.

Because I was happy with the service, of your representative,

Very efficient first contact by a charming chap.Sent through a list of questions about the car. Heard nothing the car disappeared from web site so presumably sold.Would have been nice to have a little note rather than just seeing it disappear.However not as bad as another MB dealership that was actually advertising a car that didn’t exist.

I had an excellent experience with Mercedes‑Benz of Stourbridge. The team was welcoming, professional, and incredibly helpful throughout the entire process. Everything felt smooth, and I left feeling confident and well looked after. I’d happily recommend them and would definitely return in the future.

i put a deposit down on a car of £100, car was meant to be delivered today and rang through and put a stop to the delivery because of a change of circumstances. Getting a car through pip thats better for mobility. unhappy with the service and requesting money to be returned which Mercedes are with holding. Have not seen the car in person, bought over the phone for part exchange

am contacting you regarding the vehicle listed above, following a telephone call with your Stourbridge branch today who simply referred me to this complaints process rather than addressing my issue (see email below).I would have expected your General Sales Manager to have had the autonomy and authority to resolve this issue, without requiring me to go through a ‘remote’ email led process.I am extremely frustrated and feel that Lookers have failed to deliver for me as a customer, and failed in its duties to represent the Mercedes brand.I purchased this vehicle for my wife, as a low milage used approved vehicle.At the time of purchase the price agreed reflected 3 key areas, agreed verbally with your sale person, Ray. All the three areas below were discussed at length:1. A repair to the drivers seat2. Repair to external chrome3. That the vehicle would be serviced prior to collectionPoints 1 & 2 were delivered in full.It was not possible for me to establish point 3, as there is no physical service book, but I was assured all agreed works had been completed.You can imagine my surprise, just over 3 months from taking collection of the vehicle to be notified that a major service ‘B’ is required.Your branch have failed to address my concern, but simply referred me to this email address.I also purchased an extended warranty and therefore call on you to respond to this quickly, as I cannot accept any delay impacting the warranty.I consider that you are in breach of the Consumer Rights Act 2015, and I am therefore affording you the one chance to remedy the breach as required under the act. The remedy I am seeking is for the car to be serviced (as agreed at the point of sale) by your branch in Sturbridge. If this is not undertaken in a reasonable time period I reserve the right to return the vehicle to you, as permitted under the act and will seek to recover damages in this event.I am hoping you can correct this error quickly, and that you will share in my disappointment, without causing any further delay, and I look forward to your response.