Good MorningPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Andrew DavieSent: 26 March 2026 17:46To: Luke HatfieldCc: reservationrefunds@lookers.co.uk; transparentpricing@lookers.co.uk; F and I ComplaintsSubject: Fwd: dent repair – new used Mercedes-Benz C-ClassExternal Sender: Confirm legitimacy before acting.Disappointed about the radio silence!---------- Forwarded message ---------From: Andrew DavieDate: Mon, 16 Mar 2026 at 15:37Subject: Re: dent repair – new used Mercedes-Benz C-ClassTo: Luke HatfieldLukeStill haven't heard back from you with dates for getting the dent repaired and paintwork sorted.Keen to get sorted.ThanksAndrew Davie07767 005238On Tue, 3 Feb 2026, 11:35 Luke Hatfield,wrote:Hi Andrew,Thank you for your message, and please accept our apologies for the inconvenience you’ve experienced.We will, of course, help get this all sorted for you. With regards to the bodywork and paintwork items you’ve listed, these will need to be completed on site at Sevenoaks rather than by a mobile repairer, so we can ensure the work is carried out to the correct standard.We can take care of this at the same time as investigating the boot/rear seat rattle.We’ll check availability for a Monday afternoon appointment and come back to you shortly to confirm the next steps. You’re very welcome to wait in the business lounge while the vehicle is with us.Thank you for your patience, and please be assured we’ll do our best to make this as straightforward as possible.Kind regards,Luke HatfieldSales ExecutiveMercedes-Benz of Tonbridge19 Vale Rise | Tonbridge | TN9 1TBT: 01732 225792lookers.co.uk/mercedes-benzFrom: Andrew DavieSent: 03 February 2026 11:20To: Luke HatfieldSubject: Fwd: Explanation of Condensation in Headlights – Mercedes-Benz C-ClassExternal Sender: Confirm legitimacy before acting.LukeKeen to get this all sorted out please and when I bought the car, you said you could send out a mobile unit for the body/paintwork. My wife uses the car every morning for work, but I can give her a lift to and from to have the car at home.Bodywork/Paintwork1. Dent on passenger side wing2. 2 x Stone chips on bonnet3. Paintwork scuff on rear drivers side door4. Rear passenger side door - scrape on edge where it has scuffed something5. Small area of missing paint on colour coded rear bumper (LHS)Boot/Rear Seat RattleCould we book in for a Monday afternoon slot at Sevenoaks and I'll wait in the business lounge.ThanksAndrew---------- Forwarded message ---------From: Andrew DavieDate: Thu, 29 Jan 2026 at 14:40Subject: Re: Explanation of Condensation in Headlights – Mercedes-Benz C-ClassTo: Luke HatfieldThanks LukeI thought you could send a mobile paint/bodyshop person out? I could potentially bring car to Tonbridge on Friday 6th Feb if you can provide a loan car (AMG??!!)AndrewOn Wed, 28 Jan 2026 at 17:14, Luke Hatfieldwrote:Hi Andrew,Hope your well,I just need to get some confirmation from our Eastbourne site of the next steps; is there any way you can bring the car back to us to rectify the issues? I will keep you update I am off tomorrow and will get back to you on Friday.Best Regards,Luke HatfieldSales ExecutiveMercedes-Benz of Tonbridge19 Vale Rise | Tonbridge | TN9 1TBT: 01732 225792lookers.co.uk/mercedes-benzFrom: Andrew DavieSent: 28 January 2026 15:09To: Luke HatfieldSubject: Fwd: Explanation of Condensation in Headlights – Mercedes-Benz C-ClassExternal Sender: Confirm legitimacy before acting.LukePlease can you come back to me on the other points. The dent needs repairing as agreed plus there are scuffs on drivers side rear door that should be polished out with an industrial polisher and a couple of stone chips in bonnet. There is still a rattle in the back/boot when you go over bumps or car frame moves (e.g. ramp up a curb).Look forward to hearing from youThanks Andrew---------- Forwarded message ---------From: Andrew DavieDate: Sat, 17 Jan 2026, 13:46Subject: Re: Explanation of Condensation in Headlights – Mercedes-Benz C-ClassTo: Luke HatfieldThanks LukeI have a mate who owns a coach works locally who could fix the dent and invoice you if that’s easier?On the single USB - I’ve read that this was due to the component shortage post pandemic. Is it possible to retrofit USBs and a memory card into the armrest. Looks like there is a blanking plate exactly for this?AndrewOn Sat, 17 Jan 2026 at 08:39, Luke Hatfieldwrote:Hi Andrew,Thank you for raising your concern regarding condensation inside the headlights of the 2023 Mercedes-Benz C-Class.Please be assured that the presence of light condensation or misting inside the headlamp unit is not a design fault.The headlights are manufactured this way by design. Modern headlamp units are not completely sealed; instead, they are ventilated to allow air circulation. This design is necessary to manage temperature changes and pressure differences that occur during normal vehicle operation.When the headlights are exposed to changes in temperature or humidity—such as after rain, washing the vehicle, or during colder weather—moisture in the air can temporarily condense on the inside of the lens. This is considered normal behaviour and typically clears on its own once the headlights warm up during driving or when ambient conditions improve.This ventilation system helps prevent long-term moisture build-up, protects internal components, and ensures the longevity and performance of the lighting system.Only if condensation is excessive, persistent, or forms visible water droplets would it be considered abnormal and require inspection.We hope this clarifies the situation and reassures you that the headlights are operating as intended.Also, with the paint work and dent I will find out today what we will do to rectify the issue, once I get confirmation form my used car manager.I hope this is all ok, have a good weekend,Best Regards,Luke HatfieldSales ExecutiveMercedes-Benz of Tonbridge19 Vale Rise | Tonbridge | TN9 1TBT: 01732 225792lookers.co.uk/mercedes-benzFrom: Andrew DavieSent: 16 January 2026 18:16To: Luke HatfieldSubject: Fwd: C300e - WN72 GLKExternal Sender: Confirm legitimacy before acting.In addition, both headlights have internal condensation - not sure how easy that is to rectify?Still haven’t worked out what is rattling. Sounds like the rear seats (have taken the boot cover and net out but still rattling). Mrs D is going to sit in the back tomorrow and try and work out what it is….Apart from these small bits, car is great. Thanks againAndrew---------- Forwarded message ---------From: Andrew DavieDate: Fri, 16 Jan 2026 at 18:12Subject: C300e - WN72 GLKTo: Luke HatfieldHi LukeWashed the car to check the paintwork. You noted the dent on the passenger side wing. There are 3 small stone chips on the bonnet, some scrapes on the passenger side bumper and some scuffs on the driver side rear door. Hopefully these can all be rectified at the same time.

I booked my MOT for today about 6 weeks ago specifically so I could be early and wait for it to me done (as I live a 30 min drive away). Not long after I booked the appt I got an email saying it had been cancelled. I phoned up to be told it hadn't been cancelled and the email was an error due to a system upgrade. I then got an email from an area manager stating in bold letters that it hadn't been cancelled and the email was an error. I phoned yesterday to double check and low and behold my car wasn't booked in. That was a particular problem as my MOT was about to run out. I then spoke to the service manager and eventually he agreed to meet me at the door at 7.50 to fit the car in and make sure it was done first (I have to work so didn't have all day to wait). It's now nearly 2 hours since I arrived and I still don't have the car back. An MOT with no work needed should not take anywhere near that long.

PLEASE SEE ATTACHMENT FOR ALL COMPLAINT DETAILS

In a short explanation, I order some parts on the 13th February for a family members car, thinking they would deliver as thats what i asked when i ordered them. Found out two days later when i phoned to see where there were, you don't deliver to Hastings. No problem. So I ask for a refund and was told no problem it will be back in your account in 2-3 days. Nearly a month later and I don't know how many calls later and promised return calls and people off who was apparently dealing with it, there is still not refund? Apparently its the account team that is the issue. Parts have filled forms out and sent off etc. The amount is £228 for 2x level sensors. Mr D Tomlin is my name. Can you please get this resolved or even a answer to why its taken this long. Many thanks

I am writing regarding the Approved Used Mercedes that I purchased from you last month. At the time of the sale it was agreed that the alloys would be dipped and refurbished at a later date, as this work could not be completed before I collected the vehicle.Over the past few weeks I have sent 2 further emails and an enquiry on the website to check on the progress and to see when this could be booked in, however I have not yet received a response.In addition to the alloys, there were also a couple of small issues that I raised shortly after purchasing the vehicle which needed to be looked at. This was the spare key which does not work. And some small scratches to be touched. I have also not received any information or documents regarding the MDP+ I took out with the vehicle.I completely understand that the team may be busy, but I would really appreciate an update a response and some information on a date I can book the vehicle in for the mentioned issues.Thank you in advance for your help, and I look forward to hearing from you soon.

I recently purchased a CLA45s AMG from the Mercedes-Benz dealership in Tonbridge, and I honestly couldn’t have asked for a better experience thanks to Jordan.From the moment I walked in, Jordan was professional, knowledgeable, and genuinely passionate about the cars he sells. He took the time to walk me through every detail of the CLA45s AMG, answered all my questions without any pressure, and made the whole process feel smooth and enjoyable rather than stressful.What really stood out was his attention to detail and how much he genuinely cared about making sure I left completely happy with the car. He kept me updated throughout the process, made everything straightforward, and went above and beyond to make the experience special.Buying a performance car like this should feel exciting, and Jordan made sure it absolutely did. If you’re thinking about buying a Mercedes, I highly recommend asking for Jordan — you’ll be in great hands.Thanks again for the fantastic service!I would also like to thank another member of staff. I believe it was Jordan’s manager but I’m not too sure. He was amazing too!

Excellent service & assistance purchasing new car.

Cust has a reoccurring problem tank ventilation problem. Tank ventilation malfunction consult workshop. Performance several limited October was the fist time it happened. Initial diag resulted of a faulty module problem reoccurred after breakdown which was recovered to yourselves Some thing else was diagnosed and repaired. Fault occurred as the cust drove home from service. Then another late December thought it was the same problem but not 2nd week jan and then now the customer has the same message. The staff and everyone is lovely and have been dealing with it the best they can. I believe there is a fault in the vehicle and hugely disrupted. Should central Merc be told about it.

I booked a test drive, and was treated with courtesy and a friendly approach from all the staff at Lookers. I liked the car, and ended up placing an order.

Callum knows me very well and what my requirements are - always totally professional, efficient and leaves me feeling that I'm a valued customer.