Very poor communication and seemingly without the personnel resources or systems to improve matters

Service and repair was carried out month or so ago, now the vehicle has an issue and customer is saying it the same fault. Not happy he is having to pay for diagnostic again. please can you call customer to get the vehilce sort . customer telephoned complaint in

Never answered the question asked and kept calling when I had asked to be contacted by email. The voicemails kept telling me the sales agent was from Volkswagen…not Mercedes.

Lookers representative wasn’t interested in my query, purely wanted to get commission either through purchasing a new car or refinancing.

visited today to drop car off for service, arrived at 7.20am to be told couldnt take the vehicle till 8am, when he asked why the text he had received advised the vehicle could be dropped off from 7am he was met with attitude, asked for the persons name to be advised Peter Singh. customer asked for the appointment to be cancelled as he is not prepared to be spoken to like that and has contacted Mercedes to cancel his service plan and advised will not return if this is the customer service that will be provided.

I have been a Mercedes Benz customer now for 10 years, myself and my husband purchased our MB in 2017. We had our car serviced at the MB garage in Wolverhampton every year since we bought the vehicle. The staff and team were always very courteous and we didnt have any issues.My issues personally started when my husband suddenly passed away in 2021. Since I stopped coming into the garage with my husband, I have had many issues with customer service and unfortunately this is not the first time I have had to complain about this garage.Since 2021 I have been bringing 2 vehicles to the garage my MB C class and my Aston Martin Vantage. One for the full service and MOT the other just for an MOT. Previously I had to complain as I came to pick one of my cars up from the garage and the person assigned to my service kept calling all customers he seemed to know/be friendly with (all men) to the desk to collect their vehicle before me. Despite me being there first.I persevered with the services from the garage as my husband told me you should always get your service done from the main garage. This is my local MB garage. My brother and father are also long standing customers of MB and this garage in particular as our local garage.However the experience I had in Dec 2025/Jan 2026 has deeply upset and humiliated me. I will NEVER buy another Mercedes or get it serviced from them ever again!My car broke down in 2022 in Newcastle, I walked to the MB garage in Newcastle and was told as I was a service customer they would either get my car running or provide another car to get me home (amazing service experience from start to finish). They could see I was in distress and offered me a drink and somewhere warm to wait. I have NEVER been offered a refreshment in the Wolverhampton branch despite taking 2 cars a year there. Drop off and pick up plus additional work.When the Newcastle engineers got my car started they said it was an issue with the ad blue sensor so not to switch the car off again, and take it straight to MB Wolverhampton for them to diagnose and fix the issue. I did this after a 5 hour drive back to Wolverhampton I got to the branch at 5.40pm I appreciate this is towards the end of the working day, but I was met with "you shouldn't have bought it here we have no space for it" despite being advised by Mercedes Newcastle to take it straight there. The service engineer actually tutted at me, as he was clearly on his way out home. I have experience better service at a Pizza Hut at the end of a night! Despicable.Despite this terrible experience I have continued to get my car serviced as per my deceased husbands advice. I took both cars as usual for MOT and service in Dec 2025. MB called and advised me the car wouldnt pass MOT as the ad blue sensor light was on, they said I needed to pay £229 for a fix which i agreed to. I picked up the car and took it home. The next morning, the adblue light came back on, along with a massive oil leak on my newly laid driveway. This happened the day after I took the car for a service less than 12 hours after collecting it from Mercedes. So I called them to book it in for them to look at. I took it in on a Friday afternoon was called after 2 hours despite the fact they said they would look at it on Monday and told the car needed a new adblue sensor at £450 and to fix the leak would be an additional £2,700 totalling over £3k work. I said this was ridiculous given the car had been in the garage for a service and I paid £229 for a diagnosis that supposedly fixed the issue.I went to the garage with the intention of discussing whether the car was beyond economic repair. I wanted an expert opinion, given this isnt my area of expertise. My Car is a 65 plate and has done 150,000 miles. I do alot of mileage for work so need a reliable car.The service advisor said my car was probably worth around 3k, so I said thats fine perhaps its time for a new car... it enrages and saddens me to say he laughed in my face. I said I just want an honest opinion, I need a safe car and he said he couldnt advise me either way. These advisors know I have an Aston Martin therefore it is a safe assumption I have funds for a new car. Cards on the table I have funds to buy a brand new whatever I choose on the forecourt at MB Wolverhampton. I have a sentimental attachment to this car but if I need a new one I can buy one.I was sat in your garage saying "please sell me a new car" effectively. To that I got humiliated and laughed at! Disgusting... if this is not adequately addressed, I will take this instance and event to social media as its just NOT ACCEPTABLE, and frankly the most terrible example of salesmanship I have ever come across.I told this service advisor as well as telling the service desk who initially answered the phone that the following week, I needed to go to Leeds overnight for work and then the following day to Luton Airport. I has 360miles remaining to drive my car before the faulty adblue sensor cut the car out, so I explained to him the car would not take me to Leeds and Luton. He said could take the fix or leave it. I left it.I then proceeded to source an alternative vehicle to drive to Luton Airport, but did drive the car to Leeds, whilst I was in Leeds a service engineer called me and said if I bought the car into the garage he would take a look at it and tell me if the car was "beyond economic repair" in his opinion. He said sorry for my terrible service experience which I appreciated and said he would give me a courtesy car to go to Luton airport. This solved my issue at the time as I was having to take insurance out on a friends car to drive to Luton and also inconvenience them by taking their car for 4 days.I took my car to MB Wolves the following as per agreed on the phone. There I was told my the service advisor, he would ONLY GIVE ME THE COURTESY CAR, IF I AUTHORISED £450 OF WORK on my car. Let me be very clear this is DISGUSTING BEHAVIOUR. He never mentioned i HAD TO do the work with MB on the call the day before, he knew I was in a time critical situation that day i.e. I had to get to the airport. I felt humiliated, manipulated and totally at a loss as to why I was in this garage i vowed never to go to again. As I had NO choice I had to authorise the work. MERCEDES THIS IS DISGUSTING. You could have had 50-60-70k cash is just a few days before an advisor had passed me to a sales assistant I WOULD HAVE BOUGHT A NEW CAR.It took over an hour to sort a courtesy car, in that time I was offered a drink the other service advisors including the one who laughed in my face were all sitting around at their desks. Eventually I was offered an electric vehicle. I dont have an electric vehicle/charge point but was assured it would get me to Luton and back on the charge it had. It didnt, I was 10 miles from Luton with 5% battery I called the service advisor who gave me the car and he asked "have you had the heating on full blast" - it was -1c and snowing that day but no I didnt have it on full blast, he also accused me of driving elsewhere other than straight to Luton...I had no time to go anywhere else! He said when I got back from my flight I would need to charge it straight away. I agreed.When I got back I drove very slowly, switching on all the eco modes, as the lady I was with was familiar with the car her father has the same model she was able to advise me. We just about made it to the charging point. I called MB before driving the car on 0% charge and he said he didnt know if it would get to the charging point but we would have to try.We did get there and went to charge the car, however when we went to get the charging cable MB has left the pouch empty! there was no charging cable! This really was utterly ridiculous and irresponsible. We then had to travel 4miles on 0% charge to a charge point with a cable.When I eventually took the car back, I was told MB sometimes take the leads out as people steal them as they are worth £600 if you do that the car is NOT FIT FOR PURPOSE MERCEDES. The service engineer then proceeded to tell me he was doing me a favour giving me a car at such short notice, even though he tricked me into paying for work from their garage as opposed to any other of MY CHOICE by saying he would give me a car and tell me if the car was worth selling or keeping (which he didnt bother to do in the end) He charged me £350 for the adblue sensor no compensation for the DISTRESS, or lost time charging the car when I was on a time critical schdule.All in all I am 41 years old have been a customer for 10 years and would have remained so as my dad has in his 60's perhaps but I am so appalled by my experience I had to write in. I hope you give it more time of day than Mercedes. As it seems if you do not fit a certain demographic of what they deem to be their typical customer you become invisible even with two cars a year, and the ability to buy whatever I want.I am here to tell you women are half the population and they drive cars too! We shouldnt need to walk into the garage with a man to be taken seriously. MERCEDES WAKE UP!

I would like to provide feedback on my disappointing experience whilst attempting to purchase a vehicle from this dealership

I ASKED FOR A TRADE IN PRICE FOR AN AUDI AI SPORT BACK WITH 37500 MILES BN16URB. YOU QUOTED 6000 IN GOOD CONDITION TO 5600 INPOOR. YOU BUY ANY CAR QUOTE 7800 MOTORWAY QUOTE 8200. I EXPECTED 8000. WOULD YOU SELL YOUR CAR TO MERCEDES?????

I have complained months ago- had no reply what so ever.All I have had is issues with this car- since my last complaint the coolant light had come on I had a service 6 months ago this should not be on.

We purchased a Smart from you last June, having bought three other Smarts and a used Mercedes from Aaron in the past but he has now left. We were always very happy with the service.We dealt with Anthony last June who was very pleasant to deal with but when my wife collected the car, it hadn’t been serviced or MOT’d so she had to wait while this was done. After some weeks we had a letter to say that my wife’s part exchanged Kia was not taxed so we risked a fine. We notified Lookers as the V5 had presumably not been amended. We have now realise that we don’t have a new V5 for the Smart after 6 months and DVLA shows the last change of ownership as January 2025 so we have never actually been the registered keeper which is worrying. We again contacted Anthony at Lookers and this is apparently in hand now.When we purchased the car, there wasn’t much charge on it so we couldn’t check the range, but when we charged it at home, it was showing a much lower range than the handbook stated. We spoke to Anthony and we were told we had to do a system reset. This increased the starting range but it drops rapidly as soon as you drive the car. For example, we tested it yesterday and it started with a 92 mile range but after travelling less than 9 miles the range had dropped by 35. We never had this issue on our previous Smart EQ and never needed to keep doing these resets.It has been back to you twice now and there is very poor communication from the service team. We just get told to reset it each time we charge it and the car is handed back with no work being carried out, despite us paying for an extended warranty. We spoke to someone at the dealership recently to complain and were told that a manager would call us but nobody called.My wife is finding it very stressful to drive the car as the range varies dramatically and can drop very quickly so we don’t feel that the car is fit for purpose as we are limited to very short trips. We don’t expect it to be a long distance car but we do think it should drive in accordance with manufacturers guidelines. We took out an extended warranty to cover any major issues and we feel that the batteries are not delivering the range they should be on a 4 year old low mileage car.My wife spoke to Anthony this week to see if he could source something more suitable but he could only offer a Mercedes and she wants something small. I emailed three days ago and asked if we could perhaps purchase a Renault Zoe advertised at another Lookers dealership but haven’t heard anything back.We have now lost confidence in the car and in Lookers Wolverhampton so would prefer not to deal with them. We would like to return the car as not fit for its intended purpose. We don’t expect to be refunded the full purchase price but we do believe that we should be offered a reasonable sum and not just part exchange value and lose over £2,000 (I have just done an online valuation with Carwow at £6348) Many thanks and I look forward to hearing from you.