Very pleased everything done well pleasant staff no complaints

To whom it may concern.It is with great regret that I am compelled to advise you of my discontent with the way my vehicle has been in my opinion not been professionally looked after being serviced.The garage in question is Lookers os Stourbridge, West Midlands and the service manager is Nathen Crage.I must advise you that I have been corresponding with Mercedes UK who are investigating these matters and I have also instructions from my solicitor to engage directly with yourselves in hope of resolving this matter.I have shared with Meredes UK my concerns along with all supporting paperwork and a technicians video that was sent to myself from the Stourbridge technician named Richard clearly highlighting current issues with my vehicle when my vehicle was recovered by the RAC the 1st time in August.My vehicle again was recovered by the RAC for the 2nd time September , literally only 384 miles driven by myself in between the 2 recovery’s……It was advised by the technician on the video footage that theQuote:“ backplate was rusty and that it would be difficult to repair and suggested new backplates to be fitted and that 1 of my colleagues would engage with myself to advise”This conversation did not take place.The Manager chose to “ repair “ the rusted backplate NSR - Rear costing myself almost £300 pounds .The Manager also pointed out that the OSR- Rear was also inspected during my vehicle being in the garage the 1st time in August.I find this difficult to comprehend as this backplate had the same diagnosis upon the RAC recovery in September , a backplate does not rust in literally months… My question is why these components were not highlighted and addressed firstly in August.Nathen the manager has” gifted “ me the NSR-Rear a “ goodwill gesture “May I also point out.It is stipulated on the Mercedes Benz website site that when a recall for a sub-frame is required that all connected components must be replaced “ FOC” and it also quotes that some dealerships may try to charge the consumer.It appears that this is what I have experienced after having my vehicles sub-frame replaced by this garage post my initial vehicle service?I cannot help but think that this is a case of generating financial gain from myself as my vehicle was serviced by the very same garage in February of this year also costing me £ 1100.00 whilst my vehicle was sent to this garage on a safety air bag “ recall”Hence why I thought “ I’ll have the garage do a service for me also”I was advised that my vehicle was ready for collection, I paid and on the sales invoice it clearly states that my vehicle has an “ oil leak, requiring further investigation “Whilst I was about to pay the invoice asked if they could look into this, however I was advised by another staff member a lady that the technician had advised herself that it was only “ minor and could be addressed when my vehicle is returned for the timing chain change” which I must point out is nowhere near due as my vehicle has currently 83480 miles ,This now begs the question of how my vehicle on the day of its 2nd RAC recovery in September has now a major oil leak , spotted by myself and the RAC recovery driver once he had put my vehicle onto he’s recovery truck to return to the said garage.The garage are now informing me a a charge of in excess is £2000 to investigate/ repair this oil leak…..In my experience of having my previous vehicles serviced, any issues have been highlighted to myself giving me the option of having theses issues addressed in real-time, I was never given that option, resulting in me obviously challenging the garage manager Nathen as to why or how this can happen in literally months post my vehicles initial service .I recently asked for a progress update to be told that my car is ready for collection.I also asked Nathen if my car was “ safe to drive?”“ it will get you home, but you cannot use it on a daily basis”Was Nathen’s response .I was totally flabbergasted today the leastI would appreciate correspondence with regards to this matter soonest as I am already at a significant financial loss of earnings with no car to commute to workRegards,Mr Keith Ramdehal

Made an enquiry about an E class which sold pretty quickly. Decent customer service would have been to reply along the gear lines ‘thank you for your valued enquiry but, fortunately the car has been sold. We would be happy to keep an eye out for a similar model and contact you if one became available. Would that be of interest?’ Instead…. nothing…

Very good 10/10

Hi, It has been nearly 6 weeks now since I order a petrol flap for my car, I was told it would take 3 or 4 days, but I have not heard back from anyone, even with regular follow up!My old ticket number is 83085051

HiIt has been 6 weeks since I received my quote for replacing my petrol flap, which I confirmed that I required it. However, it was stated it would take a few days and it has been weeks. I previously complained (Ticket 83085051) but I had no response ? What is the next step for the complaint or do I need to go to Mercedes directly ?

I am writing to formally raise my concern and disappointment regarding the handling of my vehicle’s warranty claim and repair process.On Wednesday, 8th October, I experienced a sudden brake failure while driving my Mercedes E-Class (registration H8 MHU). Thankfully, no one was injured, but the incident was extremely dangerous and distressing. I immediately contacted [dealership/service center name], and while the roadside assistance and initial service were prompt and professional, I would especially like to commend Colin, the service advisor, for his communication and efforts to assist.However, despite the vehicle being at your facility since 8th October, it has now been over seven days without a clear resolution or confirmation of warranty approval. I have since been informed that the issue involves a brake booster failure caused by a vacuum leak.This vehicle was purchased directly from Mercedes only three months ago, and I find it extremely concerning that such a serious fault could occur so soon after purchase. To make matters worse, I have been told that I am liable to pay £1,000 for the replacement of vacuum lines, even though the brake booster failure and vacuum leak are clearly linked and should both be treated as warranty-related issues.I cannot understand how Mercedes can reasonably expect me, as a recent customer, to bear the cost of a mechanical failure that occurred within such a short period of ownership — particularly one affecting the vehicle’s braking system, which is a critical safety component. This situation is not only disappointing but also unacceptable, and it undermines the confidence and trust I placed in the Mercedes brand.I therefore request that this matter be urgently escalated and that Mercedes honour the warranty in full, covering all associated parts and labour costs. I also ask for a written update regarding the warranty decision and repair timeline as soon as possible.Thank you for your attention to this serious matter. I look forward to a prompt and fair resolution, and to Mercedes taking responsibility for this issue.

Subject: Formal Complaint Regarding Warranty Delay and Brake Booster Failure – Mercedes E-Class (H8 MHU)Dear STOURBRIDGE MERCEDES/ Customer Relations Department],I am writing to formally raise my concern and disappointment regarding the handling of my vehicle’s warranty claim and repair process.On Wednesday, 8th October, I experienced a sudden brake failure while driving my Mercedes E-Class (registration H8 MHU). Thankfully, no one was injured, but the incident was extremely dangerous and distressing. I immediately contacted [dealership/service center name], and while the roadside assistance and initial service were prompt and professional, I would especially like to commend Colin, the service advisor, for his communication and efforts to assist.However, despite the vehicle being at your facility since 8th October, it has now been over seven days without a clear resolution or confirmation of warranty approval. I have since been informed that the issue involves a brake booster failure caused by a vacuum leak.This vehicle was purchased directly from Mercedes only three months ago, and I find it extremely concerning that such a serious fault could occur so soon after purchase. To make matters worse, I have been told that I am liable to pay £1,000 for the replacement of vacuum lines, even though the brake booster failure and vacuum leak are clearly linked and should both be treated as warranty-related issues.I cannot understand how Mercedes can reasonably expect me, as a recent customer, to bear the cost of a mechanical failure that occurred within such a short period of ownership — particularly one affecting the vehicle’s braking system, which is a critical safety component. This situation is not only disappointing but also unacceptable, and it undermines the confidence and trust I placed in the Mercedes brand.I therefore request that this matter be urgently escalated and that Mercedes honour the warranty in full, covering all associated parts and labour costs. I also ask for a written update regarding the warranty decision and repair timeline as soon as possible.Thank you for your attention to this serious matter. I look forward to a prompt and fair resolution, and to Mercedes taking responsibility for this issue.

Someone (Ray) phoned on the Tues from dealership, gave all the details, said he's off tomorrow (Weds) and would call to arrange Test drive on the Thursday. That was the last i heard from the showroom.

I was promised a call back on 6th October, it’s now the 9th and still no call