Dear Lookers Customer Complaints Team,I am writing to raise a concern regarding my vehicle, which I collected from Mercedes-Benz Wolverhampton on 25 February 2026.The following day I noticed the following issues:• A hole and separation at the bottom of the left taillight• A scratch on the bodywork directly beneath the taillight• Dried residue inside the taillight, despite the vehicle not being washed by me since collectionAs I travelled abroad the next day, I was unable to report this immediately. I returned on 14 March and visited the dealership as soon as possible to make the team aware.During my visit, the sales executive advised that the taillight damage did not appear to have been caused by Mercedes, although the scratch underneath may have been. However, both issues are located in the same area and can be clearly seen in a video recorded on the day I collected the vehicle, which I will be attaching as part of this complaint.The sales executive also confirmed that the dealership would review CCTV footage from the premises to establish whether the damage was present before I left with the vehicle. I appreciate that this will form part of the investigation.As neither myself nor the sales executive noticed the damage during handover — which is understandable as it is easy to miss — and considering the residue visible inside the taillight, it appears possible that the issue may have been present prior to collection, potentially during preparation or transport.I was advised to submit a formal complaint so the matter can be reviewed.My aim is simply to have the damage reviewed and resolved.Thank you for your time and assistance. I look forward to your response.Kind regards,Zawadi MsipaVehicle Registration: [KP17 SVW]Contact Number: 07377656970Date of Collection: 25/02/2026

Dear Sir/Madam,I collected my brand new Mercedes-AMG A35 from Mercedes-Benz of Wolverhampton on 2 March 2026.According to my vehicle order (Customer Order No. 120205), the dealership supplied and applied GardX CX3 Ceramic Graphene Paint Protection (Leather Interior) at a cost of £649.00.Since collecting the vehicle, I have discovered significant swirl marks across the paintwork, which should not be present on a brand-new vehicle. After having the vehicle inspected by a professional detailing specialist, it was confirmed that the paint finish is consistent with poor preparation prior to the coating being applied.As this product and service were supplied and applied by the dealership, they should have been carried out with reasonable care and skill in accordance with the Consumer Rights Act 2015. In its current condition, the application is not of an acceptable standard.Therefore, I am requesting a full refund of the £649.00 charged for the GardX product and its application.Please confirm how you will resolve this matter within the next 7 days.Kind regards,Aaron Blunt07493 760216

My Mercedes purchased new in November of last year, has had two persistent faults that three/four visits to the dealership have not been resolved.1) Rear tail gate fails to consistently shut correctly, on closing it will automatically reopen, despite the dealers best attempts this fault still happens intermittently and it still rattles.2) the N/S sliding door was out off alignment from new and rattled when closed this was re-aligned but still rattles.

I booked an appointment for 10am, you’ve sent me a text saying to arrive for 12.15pm. When I arrive im told I won’t get my car back same day as it’s too late.Even though I followed the message you sent me?I then tried to explain to (I did on booking and she hasn’t recorded or passed it on) I’ve had my car checked my car checked by a Mercedes specialist and the diagnostics machine wouldn’t work as it’s not an engine fault and the issue doesn’t trigger the machine to find a code, the Mercedes rep (Priya) ignored my information (very dismissive) and said our staff will find it from scratch and do their own investigation. Wasted 5 hours of my time to be told they can’t seem to find the issue as they can’t find it on the machine ! I told the person on the phone I spoke with colleague and told them it isn’t a diagnostic issue but they chose not to listen or take notes. This not only wasted my time but crucial the time and resources of the team in the workshop as If they would of listened to me with the paperwork I had from the specialist it would of pointed to them the issue and gave them somewhere to start and not mess around with a pointless diagnostic.Credit to Dennis! When I came back and spoke and explained to him, he made notes, listened to me and passed the message on to the workshop team so they have to work from then rebooked me back in and saved an otherwise horrible experience and waste of time because Priya didn’t want to listen an actually improve the customer journey or experience. By her passing on the notes from my previous findings 5 hours would have been saved, not I have another day with no car and have to tune back to the same dealership. It’s very frustrating when customers are not being listened to when we drive the car daily.

Dear Complaints Department,I am writing to formally raise a complaint regarding the handling of repairs and the ongoing unresolved fault with my vehicle.Since first reporting a noise issue with my vehicle, I have brought the car to your workshop on several occasions. On each visit, I was advised that the cause of the problem had been identified and repaired. However, despite multiple inspections and repairs, the original issue still remains.During these visits:On the first visit, I was advised that the brake calipers required adjustment and I paid £230.On the second visit, I was informed that the front suspension arm was causing the noise and the repair was carried out accordingly.On the third visit, I was advised that the rear shock absorbers and bushes were responsible for the noise and these were replaced.Despite these repairs, the same noise issue continues to persist.I have now been informed that the only option is to strip the entire rear suspension and inspect each component individually, which would cost £772.20 for diagnostic purposes. I have been asked to authorise and pay this amount before any further work is carried out.I find this request unacceptable. The vehicle has already been inspected and repaired multiple times based on diagnoses made by your technicians, yet the original fault has not been resolved. It is unreasonable to continue asking the customer to approve further diagnostic costs when the problem should have been properly identified during earlier visits, particularly when work was already carried out on the suspension.While it has been mentioned that WarrantyWise covered a portion of the repair costs, the warranty is not a free service as I pay for this cover, and I have also contributed towards previous repairs.At this stage, I am not prepared to authorise any further diagnostic charges. I request that this complaint be formally reviewed and that a fair resolution is proposed to properly diagnose and resolve the issue without further unreasonable costs being passed to me.Please treat this email as a formal complaint and confirm that it has been logged within your complaints process.If the issue cannot be resolved satisfactorily, I will escalate the matter further through the warranty provider and the relevant consumer protection bodies.I look forward to your prompt response.

HiCan you send this complaint to the dealership please, we were told that Wolverhampton do not do them which is why both of our advisors have said this. Aaron has emailed management for an updated list going forwardThank youAlex DoddsContact Centre Assistant ManagerLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk________________________________________From: Customer FeedbackSent: Thursday, March 05, 2026 10:17To: Steven Bell; Alex DoddsCc: Customer FeedbackSubject: customer complaint - Diane Organ - 07973550695 - S6DTOMorningCustomer has called to complain about a booking centre agent. Rang and booked Smart Hashtag1 in with Smart Worcester as warning message on dash, booked in and then attended the appointment today to be told by the service team at Worcester that the vehicle cannot be seen to by them, was advised that Wolverhampton can do this. Called booking office again today to book to be told by Chloe that only sites that can be booked for this vehicle are Maidstone or Brighton. Customer then rang Wolverhampton directly and queried with the service team if they could do the required work on the vehicle and they confirmed they could but that it would have to be booked with the booking office who then transferred her over to Charlotte after confirming they can, who then advised she is unable to book that site in for her vehicle type.Can the calls be listened to and the customer contacted as she is extremely unhappy about wasting her day so far, feels the booking centre are not capable of doing there role and is no further forward to get her vehicle booked in to be seen.Regards

Dear Mercedes-Benz Customer Services,I am writing to express my complete frustration with the service I received this Saturday.I was charged over £500 for work carried out on my vehicle, yet was told that because it was a half day on a Saturday, you “don’t offer” a courtesy car or even a basic clean. I would genuinely like to understand what exactly I am paying for. A premium brand charges premium prices, but apparently only delivers a part-time service?To make matters worse, I received a call after 1pm informing me that the car was ready and had to be collected by 2pm, otherwise I could not collect the car and there was nothing that could be done. I live 40 minutes away, so providing barely an hour’s notice to collect the vehicle was completely unreasonable from the outset.What made the situation even more frustrating was that we phoned in advance to say we would be approximately 5 minutes past 2pm. We were bluntly told that there was nothing they could do about it.The complete lack of flexibility or basic customer care is far below the standard I would expect from a brand that positions itself as high-end and customer-focused. The entire experience felt dismissive and transactional rather than premium or customer-oriented.I would appreciate a clear explanation as to:- Why basic customer services such as a courtesy car or vehicle clean are unavailable.- Why there is zero flexibility, even when customers call ahead and live a considerable distance away.- What justification there is for a £500 bill that comes with none of the expected service standards.If Mercedes-Benz approved garages provide the same level of service for £300 less, it raises a fair question about how the price difference is justified and what added value, if any, is being offered.I look forward to your response and an explanation that reflects the reputation your brand claims to uphold.Regards,Sam

Not the best interaction with Neeraj, bit cold and closed. No follow ups and no further assistance provided. Had to chase to ask for assistance, was not very welcoming.

Worst experience I have ever had this would of been my 4th car but cancelled it due to bad management on how I was pushed back & forth to different reps I have always dealt with mark tordoff there with never any issues now he has left feels like they don’t have time for customers just want to take the money

HelloI would like to raise a complaint to the most appropriate department.I purchased a nearly new car on 31st January from Mercedes Wolverhampton, registration number KT25 LNJ.On Thursday afternoon last week i went to my garage to start the car and it was completely dead.I called the Mercedes/Roadside line and eventually on Friday 10am the RAC came to my home and jump started the car. The RAC technician advised that the battery required replacement and that i shouldn’t stop the engine and instead take it to my latest mercedes dealer immediately.Bearing in mind i was at work at home at the time and so had to leave my work in middle of my working day to take it to Poole where they have reviewed and updated software today apparently as there is nothing wrong with the battery (even though it was dead) Needless to say a massive inconvenience as my wife who was also working from home had to follow me on our other car (thankfully we have another car)I would like to enquire why this wasn’t picked up in your apparently extremely thorough multi point checks before i collected the vehicle? May because it wasn’t checked properly?The car is only 8 months old with 5k miles and i am now questioning whether i should use the 30 day return policy given i have been supplied with a faulty car. I have and saved for years to by a newer car and so far am bitterly disappointed and regretting choosing a Mercedes.RegardsIan Smith