My vehicle was being accessed as brakes were making a noise only to find on my return home they were missing from the vehicle, on ringing Wolverhampton receptionist to find out where they are and being told I would get a call back on Saturday as I was due to go away the weekend, no one called back even after I rang again several times, hence I wasn't able to go anywhere without worrying about getting a puncture and having no locking nuts in the vehicle.

On the 17/04 I booked my Mercedes in online for a full service - for 27/04/26 selecting the 11:30 time slot. I received an email from Craig park stating it would need to be at 12 noon - which I accepted. On arrival my keys were taken and I was assured it would be complete in around an hour and a half. At 12:45 I walked outside to have a look at the cars - and saw my car still locked and waiting to be collected. I went back to the service team who said it would be done soon. I explained how disappointed I was and that I needed my car back in time as I have children to collect. 15 minutes later I went back outside to see my car still sat outside. This was 1 hour after my original appointment. I went back in and asked what was happening to be told I’m sure they’ve taken the keys they can rush through it for you. For a £380 service which was booked at an allotted time slot - I don’t accept anything being “rushed through” . After waiting over an hour I requested to speak to a manger and asked for my car keys back and I left having no car service completed.

I am raising a formal complaint regarding the handling of repeated vehicle faults and customer service at Mercedes-Benz of Wolverhampton (Lookers).My vehicle has returned on more than 10 occasions since September for multiple ongoing issues, including a persistent rattling fault that has been subject to several repair attempts but remains unresolved. On multiple occasions the vehicle has been returned as “repaired”, only for the same issue to still be present immediately after collection. This indicates repeated failed repair attempts and a lack of effective diagnosis.On one visit the vehicle was also returned with missing cupholders, which raises further concerns regarding workmanship and quality control checks before handover.In addition to the repair issues, communication and complaint handling have been poor. Promised callbacks have not always been honoured, management have been unavailable when requested, and there has been a lack of clear ownership of the matter.I am therefore expressing dissatisfaction with the service provided, the repeated failure to resolve faults, the inconvenience caused through numerous visits, financial loss through travel/time costs, and the ongoing distress and detriment to my wellbeing caused by the prolonged handling of this matter.I would like this complaint formally investigated and resolved with urgent management oversight, a clear repair plan, and appropriate goodwill consideration given the repeated inconvenience and failed repair history.

calling and emailed all day yesterday and then again today and no one is getting back to the cust. Engine rebuild had since January. drove out of workshop drove 2 miles low tyre pressure light came on, front tyre which they replaced. Kwik fit advised had a puncture and would need a new tyre. Spoke to Wolverhampton and they have sent an email and have received an email back saying sorry they will gt back to them.The car was scruffy hen returned to the customer. Cust would also like to know if he has breakdown cover.

I am even more disappointed having not heard back from yourselves after raising a complaint on 4th April.It's indicates how you see customers buying a mercedes but expecting not to receive a premium service as one should.

I have bought service plan with Mercedes since I bought the car 2019. I always had wonderful experience when I used to live in London and get the service done from Stratford branch. Since I moved to Wolverhampton and had my car serviced- I always had an issue but I never raised in regards the cleaning and washing the car. I pay £45 every month for the service, they should have cleaned my car nicely and washed it properly after every service but it looks exactly same from inside like it was before. This is so unprofessional, I didn’t expect this from Mercedes. There is no option to upload pictures otherwise I would have. I have took pictures in my phone.

I have been told by the sales executive that you will not accept external PCP payments to allow customers to buy cars. My daughter was due to collect her car tomorrow (16/4) but have been told that her payment from Lloyds Bank has been rejected due to FCA legislation and you potentially being brought into class actions if these are brought about due to accepting these payments. I telephoned Lloyds Bank to enquire as to whether they had seen this before and was told unfortunately yes. Your dealership is one of them. There is no issue in received funds from Lloyds Bank, it is the same as to whether my daughter had sent it to you. It is classed as a cash payment. There is zero difference. The issue is now my daughter cannot access finance from Lloyds Bank for a month until their system has washed through. I then looked at the internet and this appears to be down to your dealerships looking to sell their own finance and nothing more. The sales executive claims he made this point clear as to where are the proceeds coming from. We would have said this was covered but under the assumption that PCP would be acceptable. I have advised that he be more specific in the future and say this point. I have asked the dealership to let me know what finance can be offered to my daughter, but this has left a really bad taste in our mouths, where potentially we will be looking to go elsewhere for her vehicle

please see attachments for customers scanned complaint

Dear Sir/Madam,I am writing to raise a formal complaint regarding the ongoing issues with my Mercedes vehicle and the unacceptable level of service I have received over the past six weeks.My car has now been into your workshop four times since December, and the faults remain unresolved. The issues have been as follows:Visit 1: I reported a loud noise from both the front and rear of the vehicle. Your team advised that the noise at the rear was related to the shock absorbers. Despite this, the noise was extremely loud, more like a tractor, which is particularly concerning given that this is an electric vehicle.Additionally, during this visit, the shelf/tool compartment in the boot was damaged, which I expect to be repaired or replaced.Visit 2: The car was returned for tracking issues, which were significantly out of alignment. I was assured this had been corrected.Visit 3: The vehicle was returned again due to the front noise, and after a test drive, your team identified the ball joint as the cause. I was again told the tracking had been corrected, but this was not the case.Visit 4: The car was brought back yet again for the same tracking issue, which still remains unresolved.Across all visits, I have experienced poor communication, long periods of waiting with no updates, and a general lack of care or urgency. This is not acceptable for any customer, let alone one driving a premium-brand vehicle.Furthermore, on three occasions, I was provided with a petrol courtesy car, which has cost me additional money in fuel, something I would not normally incur as the owner of an electric vehicle. This is an unnecessary and unfair expense caused entirely by repeated failed repairs.At this stage, I have lost confidence in the quality of the repairs and the service provided. I am requesting the following:A full investigation into why these issues have not been resolved after four visits.Immediate and permanent rectification of all outstanding faults.Repair or replacement of the damaged boot shelf/tool compartment.Reimbursement for the fuel costs incurred due to being supplied petrol courtesy cars.A clear explanation of what steps will be taken to prevent further inconvenience.If this matter is not resolved promptly and satisfactorily, I will have no choice but to escalate my complaint to Mercedes‑Benz UK Customer Services and, if necessary, the Motor Ombudsman.I expect a written response within 5 working days.

captured as part of QA customer contact process - customer feels misled by sale of 3 year warranty. Felt the whole warranty was not explained to him correctly. Initially was told 6 month warranty was standard, then 5 months then 4 months. Advised he complained about the original sales exec and manager took over purchase, was then promised a years free warranty as an upgrade when purchasing warranty but on review has just purchased the 3 year warranty. Felt very let down by the whole process.