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.

Dear Sir/Madam,I am writing to raise a formal complaint regarding my recent experience with the Mercedes-Benz Wolverhampton branch, particularly concerning the refund of my £250 deposit.I visited the Wolverhampton branch after identifying a car I was interested in purchasing. The sales representative, Mr Adam Javed, informed me that the vehicle could be brought from another branch and advised that I could proceed once I was fully confident with the car. I was told that a £250 deposit was required to arrange the transfer and that this amount was fully refundable. Based on this assurance, I agreed to proceed.For clarity, I also have an email trail confirming that I made the deposit on the basis that my decision to proceed would depend on the vehicle’s condition and a satisfactory test drive.I visited the branch twice to inspect the vehicle and asked several questions, as I was not fully convinced. On Saturday, I attended a test drive during which I noticed a squeaky noise in the car. I clearly raised this concern at the time and left without committing to the purchase.However, on Monday, I received a call asking me to proceed with payment due to year-end timelines, rather than being asked whether I was satisfied with the vehicle. The emphasis on completing the transaction due to year-end timelines made the experience feel sales-driven rather than customer-focused, which I found inappropriate given my earlier concerns.Additionally, I had always indicated interest in an extended warranty, but I was not informed that it would be provided through RAC. This only became apparent in paperwork sent to me, which I had not requested at that stage as I was still making my decision.On Thursday, I followed up regarding my deposit refund. I then received an email from Mr Javed stating, “Are we going to refund him or not,” which appears to have been an internal message sent to me by mistake. This was highly unprofessional and further added to my dissatisfaction.I have been a loyal Mercedes customer for over 5–6 years and have regularly used the Wolverhampton branch for servicing my vehicles. I am therefore very disappointed with the level of service I have received in this instance.At present, I am still in the market for a vehicle and intend to continue with Mercedes-Benz. However, this experience has made me uncomfortable about dealing with the Wolverhampton branch in the future.I kindly request that:1. My £250 deposit is refunded immediately, as originally agreed.2. This matter is investigated, and appropriate action is taken to address the conduct and communication issues raised.I am happy to provide the relevant email correspondence as evidence if required.I look forward to your prompt response and resolution.

Having received an Out of office for Peter Singh, this is what I had emailedI have been a loyal customer for almost five years, and this experience has left me very disappointed.My vehicle was booked in for a service on 2nd February. Upon collection, I noticed the car had not been washed. I contacted the dealership the following day, as the Mercedes app showed the service as completed, but the roadside assistance remained expired. I was advised this would update within 24 hours and was also told the car would be cleaned on my next visit.However, the app did not update as advised. After contacting the dealership again, I was informed it would be reset and to allow another 24 hours. As this still did not resolve the issue, I chose not to pursue further at that time, as I already had an MOT booked.I had arranged my MOT for 27th March (booked at the time of the service) along with a courtesy car. However, I was later contacted and informed that no courtesy car had been arranged, so I rescheduled the MOT to 26th March.When I arrived for my appointment, I was surprised to be told that my booking was for a service rather than an MOT, despite the service already being completed on 2nd February. I was also informed that I would need to pay for the MOT, even though this should have been included as part of my two-year service plan.During this visit, I also asked for the tyre pressure to be checked as it was low. While Charlie was helpful in resolving the app issue and resetting the service details, I expressed my disappointment that the previously promised car wash had not been noted or carried out.Unfortunately, after leaving the dealership, I noticed that the tyre pressure had not been adjusted either, despite my request. This further adds to my concerns about the overall standard of care and attention given to my vehicle.As a customer of a premium brand, I expect a much higher level of service and attention to detail. These repeated issues have significantly reduced my confidence and have left me questioning whether my vehicle has been serviced to the expected standard.I would appreciate it if you could investigate this matter and advise how you intend to address these concerns and restore my trust in Lookers Wolverhampton.

I am writing to formally request an update on the refund that I have not yet received.On 28/02/26, I was informed that I would be refunded for work carried out on my car on 09/02/26, which was covered under Mercedes’ extended warranty. Subsequently, on 12/03/26, I was asked to provide my bank details via email, which I promptly did. On 26/03/26, I was informed that your accounts department was handling the matter.However, as of today, the refund has still not been credited to my account. I would have expected a professional organisation to process such a refund within a reasonable timeframe, yet this has now been outstanding for over a month.Prolonging this experience may affect my decision to use your services again in the future.

I had my car Serviced today. My car was clean and washed, i had color correction and polishing done in September. I spend 2 hours cleaning my car carefully to avoid any scratches and swirls.After my car came back from service you had it washed and it is full of scratches and swirls, i had spent over £300 for the polishing which has gone to vain.I am really unhappy about the service, it had been cleaned worse than a local car wash, can you compensate me?

Please see previous complaint regarding vehicle registered AR19 OBK

I am writing to formally raise a complaint regarding the recent service carried out on my vehicle at your dealership.When I brought my car in for servicing, I gave clear and specific instructions that the vehicle was not to be washed, wiped, or have its paintwork touched in any way, this was also noted down on the system for my service booking. I take great care of my vehicle’s exterior and rely on a professional detailer for all cleaning and paint maintenance.However, upon collecting my vehicle, I immediately noticed that these instructions had not been followed. The front bonnet, bumper had clearly been wiped while dirt was present, which has resulted in visible swirl marks and damage to the paintwork. This is extremely disappointing, particularly given that my request was both explicit and straightforward.This situation has caused me unnecessary inconvenience and concern, as the damage will now require professional correction. I entrusted your dealership with my vehicle expecting a high standard of care, especially given the Mercedes-Benz brand’s reputation for quality and attention to detail.I would like to understand how this oversight occurred and what steps you intend to take to resolve the issue. At a minimum, I expect the cost of having the paint professionally corrected by my chosen detailer to be covered.I also have images taken after my service if needed.I look forward to your prompt response.

Dear Sir/Madam,I hope you are well.I am writing to formally raise a complaint regarding my recent experiences with your Wolverhampton Mercedes dealership, following the servicing of my Mercedes S Class (registered BX71 YFM) and Mercedes V Class (registered KO66 KKP).Both vehicles have been consistently maintained in line with manufacturer expectations. For example, the S Class has been serviced three times within the past 15 months, and all recommended repairs have been authorised where appropriate.My concerns relate primarily to my visit in February and a subsequent follow-up visit last week.Mercedes S Class – BX71 YFMThe vehicle was booked in for a full service and investigation of a suspected oil leak. I was advised by the service advisor that the issue related to the engine rocker cover, and that a full repair would involve replacing multiple gaskets/seals and potentially caused by temperature fluctuations and mileage. I confirmed to the service manager that these is normally an issue relating to the engineer rocker cover and that all this work would be covered by warranty.Following this, I contacted the extended warranty provider, as the issue appeared to stem from a fault with the engine rocker cover itself. Given the age of the vehicle (five years) and its full-service history, this seemed consistent with a covered mechanical failure. The warranty company agreed to cover all work and asked for Mercedes to submit the claim.However, I was informed in writing by the dealership that gaskets and seals are excluded under the warranty. I queried this, as the root cause appeared to be the rocker cover, with the gaskets forming part of that repair. Despite this, the dealership declined to consider this, and I was invoiced approximately £6,000 (for both vehicles) on collection. Please see attached email trail.The oil leak persisted after the repair, and the vehicle was returned for further investigation this week. On 17th March, I was informed that the engine rocker cover does actually need replacing and that the belt had become contaminated with this also need replacing.This diagnosis aligns with the issue I had originally raised. I was initially quoted an additional £1,600 for this repair, again stated as not covered under warranty. I authorised the work and requested to speak with the service manager (Peter Singh). Shortly afterwards, the same service advisor called me back and I was informed that the repair would instead be carried out free of charge.This sequence of events raises serious concerns. It is highly unusual to receive a substantial repair quote which is then waived within 20 minutes, and it suggests that the earlier repair work and associated charges may not have been handled appropriately.As a result, I have incurred significant costs for work that should have been covered under the extended warranty (sold through a Mercedes dealership) at the outset.Mercedes V Class – KO66 KKPDuring the same February visit, the V Class was serviced. I was offered a promotional price of £39.99, yet the final amount charged was £120. This discrepancy has not been clearly explained.Additionally, a knocking noise that I have raised on multiple occasions remains unresolved, despite requesting that a road test be conducted.This is another example to include in this email because of the consistent poor service on offer.SummaryAs a regular customer, I am increasingly concerned by what appears to be a pattern of inconsistent advice, questionable warranty handling, and unclear pricing. The February experience with the S Class, in particular, suggests that a repair potentially covered under warranty was instead charged directly to me.I have sought preliminary legal advice regarding this matter, as the handling of these issues has caused both financial loss to my business and a significant loss of confidence in the dealership.I would be grateful for the following:• A full written explanation of the decisions made regarding the S Class warranty claim• A review and reimbursement of all costs incorrectly chargedI believe that publicly posted negative feedback often does little to help either the customer or the business. In many cases, issues can be resolved more effectively and satisfactorily through direct communication, without the need to expose concerns in a public forum. I run a company review platform designed around this principle. It enables customers to raise complaints directly with organisations, giving businesses the opportunity to address and resolve issues before any feedback is made public. This approach not only encourages constructive dialogue but also leads to more meaningful outcomes for both parties. Mistakes are inevitable in any business. What truly matters is how those mistakes are handled once they are brought to light.I trust this matter will be taken seriously and addressed promptly.I look forward to your response.Kind regardsRichardRichard Sheppard IRRVHead of Accurates | View My ProfileAccuratesDirect: +44 121 265 7547 | Mobile: +44 7834 268279

I’m waiting for a response from your almost 4 weeks after making a complaint. I’ve had no contact to tell me anybody is dealing with it. Can you please advise further

This is not acceptable after owning car for very short time. This was a used approved vehicle and expectation is that it had been checked and was fit for purpose. It is now with a garage that Mercedes Plymouth use. Apparently there is a major problem with the head and this has had to be sent away. In the meantime it has taken a week to provide a curtesy car and then didn’t provide the charger in order to charge.Service has been indifferent and no updates on car unless we keep calling garage. The vehicle should not have such major problems after a few months use.