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.

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