From: Andrew WoodSent: 25 June 2026 06:32To: Mike Langford; F and I ComplaintsSubject: Re: WoodExternal Sender: Confirm legitimacy before acting.Morning.Again, very disappointed with lack of correspondence regarding the V5, I’ve been waiting over 2 weeks for you to rectify the name and address on this V5. I called Worcester branch again at the weekend and was told either yourself or a manager would call me back. And nothin.The whole service from collecting this vehicle from you has been utterly diabolical. I would expect this type of service from someone down a back street, not a Mercedes dealership.I want this rectified asap, or I will be speaking legal advice.RegardsMr Wood.Sent from my iPad

I purchased a wiper motor which was not required and was returned several months ago. I was told it would be refunded within a week , it has not. I still have not had my refund for £52.26 despite chasing weekly and being told that the form is with accounts and call backs which never came.Separately, I purchased a genuine Mercedes Benz VARTA AGM battery (in 2022) from Mercedes Benz Worcester (then the Drayton Group) which has since been acquired by Lookers for my E class.I have been purchasing parts from Mercedes Benz Worcester for over twenty years ( C CLASS W204 reg: PE57 PWZ, C class W205 reg: S44 RFT, E class (W213) reg: S44 RFT) and had many service items replaced by your workshop including but not limited to timing chain, cam shafts, NOX sensors.The battery was sold to us by parts advisor Brett and came with 5 year warranty I.e advised that should the battery fail a free replacement would be provided. The battery was tested by the AA on 14 June 2026 (report can be provided) as I had broken down as a result of this which confirmed the battery has only 6% health and needs to be changed as it is not functioning as it should.I contacted your parts department on 15 June 2026 who have confirmed that they migrated internal systems in January 2026 and therefore cannot bring up the proof of purchase/ invoice history as against the registration S44 RFT (2017 Mercedes Benz E220D AMG LINE) and therefore cannot honour the warranty.This is frankly both disappointing and disingenuous, I bought the battery from the main dealer for the warranty that was attached to it. The battery has failed within 5 years and should be replaced by the dealer. The fact you have changed systems and lost my customer data/purchase history should not be a reason (cop out) to deny a valid warranty claim for a defective battery purchased from them. The part is numbered and date stamped.I look forward to hearing from you with a solution to both items.

I have not attached the voice recordings but have attached the other data that Lookers has supplied following both SARs.As you can see, there are many requests to the dealership for more information but responses are never provided. You will also see my email to Brian Page on 1st May requesting clarification on the repair quotation, which was never forthcoming and therefore forced us to take the car to an independent auto-electrician to get repaired. I have attached the invoice. Also note that Lookers own estimate of the repair cost escalated from £510 to over £700, including the £191 per hour labour rate!The way that dealership has treated my wife and I is a disgrace and we will never use their services again.To resolve this matter, the very least Lookers can do is cover the cost of the repair at £255.60. We should also be compensated for the way we have been treated and the stress we have been subjected to.Regards,KenEur Ing Kenneth McNaught07979 591222

cust paid £250 on the 30.03.26, the cust still has not received this money back.the cust had been advised that they have had a lot of problems returning deposits

As a driver and customer of Mercedes for many years, I have always been delighted with the service provided and indeed with my cars! My recent experience was however extremely disappointing.My car (VJZ 8253 CLS Shooting Brake) was scheduled for its service last Thursday 28th May 2026. The refurbished showroom looked very smart, although signage, reception and registration were unclear and rather chaotic, at a busy time. The member of staff who received my car was very friendly and indeed timings were accurate and I received my car on time as promised. The keys were handed back by the same member of staff. Clearly he did not have the technical background to explain the faults, but was clear that the repairs were urgent, but I was able to take my car away. He also indicated that 5 hours of labour would be required. I asked if I could receive a costed breakdown of the repairs as soon as possible. My husband then spoke to one of the technicians on my mobile and asked for the same communication.I received almost instantly a breakdown of the repairs required , including an urgency status for each. There were no figures in either the hours or cost column.I had received nothing by Friday morning, so I called to ask again for a costed breakdown. I called again this morning (Monday, 1st June) and spoke with the member of staff who had spoken to me at the time of the service. he tried to be helpful by going through each repair but then said that he would need to refer to his colleague for further costings. I have still received nothing.I was told very clearly that this work is urgent! I am not seeing any urgency in response to our requests. Surely if Mercedes wants to carry out these repairs, which are undoubtedly quite expensive, then we would have received the details by now.I have now sought a quote elsewhere. and we are wondering if we should continue to use this dealership.

Was buying a car from this branch, they gave incorrect information on the car so cancelled the order. Have now requested my deposit refund 5 times, still waiting! Awful unprofessional service, had intended to buy another car from them, now will never use them again.

pick car up in evening which helped me . mikes a great car man knows everything about mercedes, excellent salesman thanks.dismiss my complaint having a grumpy day many many thanks trevor dale

want car bought 5 wks ago paid for sales never phone back

Cust paid £250 deposit 28.04.he has been in touch with the branch but sadly has still not received the refund.

Hello,My name is Alastair PinfieldPhone number 07738099201I was an owner of a 2025 CLA - KS25WHCWas not happy with it so traded it back in and requested a refund for the 3 years of extended warranty through Worcester Mercedes which was approvedI was told it would take 5-7 days for the money to go into my account, but it’s now been over 3 weeksI have chased this multiple times and still not had my money back and I’m am starting to find this very frustratingPlease can I have this looked into and refunded back to me asapKindly regards,Alastair Pinfield