Recently purchased CLA Coupe AMG Line PHEV and collected the vehicle on the 19/12/25 from Lookers Mercedes Wolverhampton, the whole experience was less than we expected. Between us we have bought 12 Mercedes cars over the past 25 years and have always felt appreciated and our trust in the team at Walsall and Wolverhampton was fully rewarded and respected.During the sales process we were asked to process and sign detailed documents, some very long and with complicated legal language, using the screen on our mobile phones. This was completed utilising the customer wifi, which to say the least was very patchy, we were wandering round the showroom trying to get a signal. Because of our previous experience we were not unduly concerned, as we felt that we could trust the team not to take unfair advantage.However, one particular aspect of the Sales process has left us feeling disappointed and badly let down. The information given on the charging of the PHEV element was very poor and misleading. We were strongly encouraged to sign up to the MB.Charge Public network to take of advantage of public charge sites across the UK. We were informed that as a promotion we would enjoy 12 months free charging on the network and to sign up would be a “No Brainer”. We naturally signed up and were told the membership card would arrive by post in a few days, we then had to activate the card online, from that point we could use the network for unlimited free charging for the next year.The card arrived on the 30/12/25 and was activated the same day, there was no requirement to use it immediately as the car was fully charged. On 01/01/26 we received, by email, an invoice for the period 19/12/25 to 31/12/25 that would be taken from our credit card. On 03/01/25 we went back to the showroom for an explanation of why a free service was going to cost £58.80 p.a. and would there be any other charges. The salesman who sold us the card correctly stated he had not been present when the free service was discussed, this had been dealt with by one of his superiors in the branch. He offered to find the Manager to come and discuss the problem. After waiting for more than an hour and no one coming to see us, we left the branch. I find it very disappointing there was no one in the branch who could come and explain what the promotion involved. On 05/01/26 I sent a whatsapp message to the salesman explaining why we had left the showroom on Saturday, fully explained our concerns and indicating I would come into the showroom around midday on the 6th. I did go into the showroom around midday on the 6th, the Manager was not present and the salesman suggested I could navigate the MB app to find the contact for the MB Charge service. I reiterated what had previously been said and he said he would get the Manager to phone me the following day. No phone call was received so I sent the salesman another Whatsapp, at 2.30p.m., to inform him that no contact had been made. The salesman called back around 5.30 p.m. very apologetic saying the manager had been busy all day and I should contact the charging service to find out the details of the contract they had persuaded us to sign as again no one was in the branch could explain, even though they knew I was coming in to discuss the issue.That evening I contacted MB Charge Public and was told there was no promotion attached to my contract and I would be charged a base fee of £4.90 per calendar month for the service plus a minimum of £0.52p per K/wh for charging. This represents more than twice the rate for home charging on the standard tariff of £0.21p per K/wh. I sent an email requesting immediate cancellation of the contract and a refund of the invoice for a period when I was unable to use the service due to not receiving the card to activate. I received a response the following day, 08/01/26, acknowledging cancellation of the contract, effective 11/01/26, but indicating that the invoice would not be refunded and furthermore I would also be liable for pro rata charge up to 11/01/26.We have been very loyal customers of Mercedes Benz and the dealerships at Walsall, prior to closure, and subsequently at Wolverhampton. We feel very badly let down over the misleading information we were given and the utter failure of anyone taking responsibility for the mistakes that have been made. The bond of trust that we held has been damaged, potentially irreparably, we will certainly think carefully about any future relationship.RegardsNeil and Jennifer Dawes

My wife's car, BL25VHU, which was bought from Lookers Mercedes Wolverhampton had, from the start, a problem with the reversing camera activating when driving forward, I will amplify this further below. Following 3 days of attempting to repair the car I was told there was nothing which could be done. I initially raised the matter with Mark Tordoff who responded straight away advised my issue should be raised with the Service Manager Peter Singh. I directed my email to Peter Singh on 10th December. With no acknowledgment or response I emailed Peter again on the 17th December. For the second time I have received no acknowledgment or response which is frankly unacceptable. I want a prompt reply to the issues I have raised.The content of my email to Peter Singh on 17th December is as follows;PeterI forwarded you an email on 10 December which I had originally sent to Mark Tordoff, I would appreciate acknowledgment and/or response please.The email originally sent to Mark was as follows;MarkYou may remember I purchased this car from you and took delivery at the end of July. From the start there was an issue with the reversing camera motor which could be heard frequently when driving, typically but not exclusively when going up from 3 to 4th and also when going down from 4th to 3rd.I did not raise this immediately as I was suffering with some health issues and was waiting on a hospital procedure. I also thought it would be a simple warranty repair, how wrong could I be!It was booked in on 3rd November 2025. When booking in with service department, Denis Minshall, the reaction was far from positive of being able fix, more hope than anything and I got the impression that I wasn't the first customer to encounter this problem. I was contacted mid afternoon to say ready for collection, which I did however the fault had not be rectified.5th November 2025, contacted Mercedes service department and spoke to Dennis and emphasised my frustration at it not being fixed and stated I want it booked in again with Mercedes providing a courtesy car and for them to keep my car until fixed once and for all. Car was booked in for 1st December 2025.Car left with Dennis who showed me Mercedes tech update ( no copy provided) which advises camera activation in forward gears is to be expected as the camera calibrates. The view from Denis was it should calibrate, why in forward gears I do not know, but not as frequently as I was experiencing. The car was kept for two days and when picked up was advised test run of 5 miles had a calibration at the start but nothing thereafter. Dennis also advised there is nothing else they can do to rectify it. I drove home, 1 calibration at the start and nothing for the rest of the journey. However, the next day the camera activation returned to the previous frequency.Spoke to Denis on 8th December to advise no change, he said he would speak to a member of the team. He did and rang me back today to advise there is nothing else they can do and it's not recognised as a fault which I cannot accept, you will remember my wife had an A Class for 4 years prior to this one and didn't experience this fault once. Denis also confirmed that I am not the first to complain about this issue and therefore it must have been a known issue when I bought the car.If I had been briefed on this known issue I would have thought twice about making the purchase.I am not satisfied with this situation and want to escalate this issue.John Larkin07803445471

Extremely disappointing. I was hounded for a week via phone to go in for a test drive. I finally arrange an appointment and go in and there are no notes on their system to say that I was going to test drive a car, and that car wasn’t available for me to test drive.

Salesman was polite and attentive,Salesmanager I found rude and arrogant.As a loyal mercedes customer it has soured my previous experience

Adam Javed has excellent product knowledge and provides a wide range of options for car purchases. He takes you through both new models and the available used and approved vehicles, ensuring you have a clear understanding of all your choices.He responds promptly to customers and takes the time to make sure you feel confident and happy with your purchase. Adam offers enough information and alternatives for you to make a well‑informed decision.He genuinely considers what is in the best interest of the customer and treats you with respect and kindness throughout the process.

Twice we were told we would be called back...... twice... no return call............ £40k for a new ( less than 12 months old ) car, and the order will not be going to a dealership that does not call back.

Very good service. Rang Monday. 8am and got appointment at 3.30pm on Tuesday to fit new tyre after puncture. Shirley

I phoned Anthony and I told him I’m was interested in business lease and have been given an offer. I told him that my business has been established in August and he said that’s no problem he can beat any quote and proses our application for finance. I then arranged an appointment took time out of my own day to drive to Wolverhampton and he as double booked an appointment so I spoke with another member of his team who was professional, I told him that I wanted to leases 2 vehicles from them, but advised me he cannot beat any quote and we would need to sign up to small and medium business program which requires us to have 2 cars. Which we don’t have if I had known this information I would have not bothered wasting my time with coming to the meeting. Externally poor customer service and will not be bringing my business to Mercedes again.

Good morning.I hope you're all well.I was very happy with your serviceThank youGod bless.

Reg No: KW23 YYSOn the 10th November 2025 @ 12.15pm I rang and booked my car in for a service on the 9th December (collect and return). Unfortunately I cannot locate the confirmation email that I received confirming the booking.When I phoned your service department today to inform them that a safety recall for the electric power steering software would also needed to be added to the service (as notified to me from Mercedes direct), I was informed that there was no booking in the diary for my service.You can imagine how annoyed I feel that for some reason my service had never been booked. If it had not been for the fact that I rang the service department today I would have not have been aware of this.Despite the fact that my car service is due on 17th December I have now been told that the service cannot take place until the 24th December and this will not be a collect and return service!!!! I am extremely concerned that my roadside assistance will now not be active for the period from 17th to 24th December due to the fact that my service will not be taking place within the correct time limit.I have only had my car since January and did think that I would be receiving a better service from a more executive car dealership. To say I am disappointed is an understatement.I would be grateful if you could kindly look into this matter for me and explain why my service was never booked.Yours faithfullySusan Williams