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

Hello, I cant find an email address for you, so am using this service.I purchased a Merc last year. It is due a service, but prior to booking this in I need to tax the vehicle. I havent received the V5C document in my name. Can you confirm that you did complete the necessary forms when I purchased the vehicle? I havent received the V11 vehicle tax reminder document either, and yet my Father Craig Johns who also purchased from you at the same time, has received both his V5C and V11.Look forward to hearing from you Adam Johns.

Dear Sir / Madam,I am writing regarding the recent purchase of my Mercedes GLE 450, registration number GV25 CBY, from your dealership.I must express my disappointment and concern at the level of after sales customer care I have received since taking delivery of the vehicle. To say that the experience has fallen below expectations for a dealership of your standing would be a considerable understatement.There have been several issues requiring attention following collection of the vehicle. Whilst the matter regarding the cleanliness and presentation of the car has now been resolved, the handling of my boot liner request has been wholly unsatisfactory. There appears to be a complete lack of communication internally, with nobody seemingly aware of the status of the order or what actions have previously been taken.More concerning, however, was entering the vehicle this morning only to be presented with a service due notification. I find it entirely unacceptable that this was not identified and addressed prior to sale or handover. Quite frankly, I am at a loss as to how a vehicle could be presented to a customer in this condition without the appropriate checks having been completed.The overall lack of communication and attention to detail throughout this process has been extremely disappointing and is far below the standard I expected when purchasing a vehicle of this calibre from your dealership.I have copied Head Office into this correspondence, as I feel it is important they are made aware of the level of dissatisfaction surrounding this experience.I now await your prompt response explaining:• Why the service requirement was not addressed prior to handover;• The current status of the outstanding boot liner request;• What steps will now be taken to restore confidence in your after sales service.I trust this matter will now be treated with the seriousness it deserves and look forward to hearing from you as a matter of urgency.Yours sincerely,Andrew Wood

Mercedes SLK HE13 NTRI am writing to express my deep dissatisfaction with the recent experiences I received from Lookers Mercedes Worcester over the last couple of months. I have been a loyal customer of Mercedes Benz and Lookers since I purchased my SLK more than 10 years ago. During which time I have purchased several service plans and my vehicle has been regularly serviced by the Mercedes garages in Stourbridge and Wolverhampton. I have to say my experience of using the Mercedes garage in Wolverhampton was excellent. The culture, attitude and performance of the staff meant that I always felt that I had been well looked after and they had always done just that bit extra than the minimum necessary to get the job done.Earlier this year I moved house from Kinver to Worcester and so decided to move to the Mercedes Worcester garage for the service that was due and the forthcoming MOT. During this time I have been lied to and misled, received substandard workmanship, and been kept waiting in the garage for many hours because an arrange courtesy car was not provided and while work was redone or information about work was being checked or rechecked.In early April 2026 I had decided to renew a service plan, however on the basis of the events outlined below, I now withdraw my agreement to purchase the service plan. I acknowledge that the original 14 day ‘cool off’ period has passed, however, I do not trust the personnel at the Worcester dealership to be truthful and I do not have confidence in Mercedes to be able to access the parts required to be able to fulfil your part of the contract. I also note in the small print of the service agreement that you state you are able to cancel the service agreement if you are not able to access parts. In summary I have been misled in various ways and I do not believe this is an appropriate agreement to meet my needs.Summary of Events.13 February 2026Car booked in for a service under the service plan, however I was contacted just before the service to advise that gear box oil was not available for the service and it would be several weeks before this would be available. They said they would contact me to book the car in when the oil became available.12 March 2026Car booked back in for service and a courtesy car. I was advised during check-in that a courtesy car was not available due to a “mix up” and I had to sit and wait for the car to be repaired. Had this been communicated to me before I set off for the garage, I would have been able to make alternative arrangements and avoid the significant inconvenience caused.During the service 3 issues were identified and shown on the video vehicle health check. These were oil leaks from gaskets and seals in the engine, cracked central exhaust clamp and windscreen wipers smearing. I agreed with the service team to have the windscreen wipers replaced that day and the vehicle was booked back in on 7 April to repair the engine leaks and replace the cracked exhaust clamp, to give time for the parts to arrive.7 April 2026The car was dropped off at 8.30am and I was advised it should be ready to collect around lunchtime. I returned with my husband to collect the car around 1 pm, however it was not ready. So we had to wait a further hour for completion.I enquired about a further service plan with Antonio, and he said he would set up a 2 year service plan which would include 2 MOTs.As part of this discussion the car was booked in for an MOT on 24 April 2026, as the current MOT will expire on 20 May 2026.After a further wait I was advised the car was ready, when discussing the work completed I asked for confirmation the exhaust clamp had been replaced. Antonio said he would check and went off the workshop to ask about it. He was gone for around 40 mins before he returned to say yes, it had definitely been replaced. I paid for the work in good faith that it had all been completed as I had been assured and was escorted to my car around 3.30 pm.When I started the car an engine warning light appeared on the dashboard. I called my husband back to my car. By coincidence, one of the technicians from the workshop was sitting in the car next to mine in the car park who asked what was wrong. When I explained, he took the car straight back to the workshop. I had to wait a further hour before I was advised one of the connections in the engine had to been fitted incorrectly, but this had now been fixed.24 April 2026The car was booked in for MOT but failed due to cords showing on a tyre and a perished ball joint cover on front off side. Dan said that the ball joint cover was going to be difficult to get, but after some discussion, he said he had spoken to Cameron and the parts were on order with a quoted price of £486.90, which I agreed. I was surprised that the car failed the MOT having twice been in the workshop for major work over the previous 6 weeks. Dan said that he had sent me a copy of the video for the vehicle health check so that I could see the parts that had failed.When I got home and reflected on the situation, I tried to look at the video health check on the car, especially in light of the recent service and repair where neither of these problems were noted or identified, however the video was not attached to the email. I checked the DVLA guidance on failed MOT and realised that I had a car in need of immediate repairs and a reMOT to be legal to drive and was unclear exactly what the plan was. I called the dealership at 4.30 pm to speak to Dan about the missing video health check and the expected timescales were to replace the tyre at the very least. I left a message they said that someone would call back, but this did not happen.25 April 2026I called into the dealership with my husband (in my husbands car) to explain I was concerned that I was not clear exactly what the plan was to repair my car and whether it was safe to drive. There was no one available at the service desks and after a while a person called Simon (Austen) who said he worked in Sales offered to help.We explained the situation and voiced our concerns over the safety of the vehicle, whether it was legal to drive and the vagueness about how and when it would be able to be repaired and pass an MOT, as well as the missing video health check; he said he would find out what was happening. After several trips back and forth to the back offices, Simon said he had spoken to Cameron and the parts were definitely on order and should be in early the following week. When asked if the car was safe to drive, Simon again sought advice from someone in the back office and said the car should not be driven. We asked again about the missing video health check on the car, Simon said that he would leave a message for Dan to ring me on the Monday.27th April 2026No communication received.28th April 2026I telephoned the service desk at 15.34 for an update. I spoke to someone in sales who said they would leave a message and ask someone to call be back.At 17.23 I telephoned again as I had not received a reply and spoke to Antonio, who advised me that Dan was on holiday all week. This means it was a lie for me to be advised by Simon that Dan would ring back on the Monday. I explained the situation and Antonio put me on hold as he said he needed to contact various people to find out what was going on. This call lasted 11 minutes, the majority of which was in silence while I was waiting. When it became obvious that Antonio was not going to get back to me I terminated the call and rang straight back at 17.35. Despite having been placed on hold by Antonio the receptionist told me that he was busy with another customer, and she agreed to ask him to ring me back. Clearly I was misled as to the reason for being on hold, and wonder how long I would have been left to sit on hold without an update.At 18.01 Antonio called me back. He explained no tyre had been ordered, but that he would arrange for one to be delivered the next day so I could call in to get it fitted. He said there were no ball joint covers available anywhere in the UK, apparently they are all stuck in Germany. He could not give me any idea when one would be available, he said he was very sorry about the matter but could not do anything about it or give any idea how or when my car could be made roadworthy and legal. Antonio said he would chase up everyday and would call back the following day to confirm.29th April 2026I called the service desk to enquire about the tyre at 15.34 and spoke to the receptionist and asked for a call back, but did not receive one.After closing time at the dealership I became extremely frustrated at the number of times I had been lied to and not communicated with. It is clear there was never a video of the health check at the time of the MOT and there was no prospect of parts being obtained for the car to have a reMOT. These circumstances have resulted in me completely losing trust and faith in Lookers Mercedes Worcester to be able to undertake the work required for my car to be legal and roadworthy.I therefore consulted another garage locally who said they could source appropriate parts and complete the work required on the car, including a re-MOT all within the next week. When they completed an initial inspection of the car they also identified several other issues, the most surprising one being that the central exhaust clamp was cracked and needed repair. The same one that I had been absolutely assured had been replaced as part of the planned work and for which I paid the bill on 7th April. On the basis of all the above I made the decision to commission the reparatory work from the other garage and was curious to see how long it would take to receive any communication from Lookers Mercedes Worcester.30th April 2026I received a call from Antonio in the afternoon to say the tyre had arrived. I explained that I no longer wished to continue with the job order with Lookers Mercedes Worcester having been consistently lied to, misled, and having no confidence in terms of when or even if the required parts would be available and if they would then be fitted to the appropriate standard.In conclusion I am most disappointed and dissatisfied with the level of service provided by Lookers Mercedes Worcester, and :-I wish to complain about the above events where I have been lied to, misled and been in receipt of substandard workmanship and I am seeking compensation for this.I withdraw my agreement to purchase the service plan, and do not expect to be informed of any financial penalty for doing so.I expect to be reimbursed for the replacement exhaust clamp (I have the original in my possession and other evidence that it was not replaced) that I was repeatedly and emphatically assured had been completed.

Hello,I am writing to you formally to raise several concerns regarding the service I have received during and after the purchase of my vehicle from Mercedes-Benz Worcester on Saturday 26th January 2026. I want to clearly express my dissatisfaction with the quality of the vehicle and the overall customer experience I have received, which has fallen short of what I would expect from a Main Dealer.Fuel Policy -When I was viewing the vehicle, I was told that the vehicle would come with £40 of fuel in upon collection. At no point was I informed that this cost would be charged to me until one or two days before I was going to collect the vehicle. It was only at handover - after my Father had raised the issue - that we were told that this was 'Lookers Policy'. Regardless of this being a 'policy', it's the lack of communication and clarity which has left me feeling misled.Mercedes 5-Day Insurance -I was also advised that I could receive five days complimentary Mercedes insurance to make the gap shorter in my insurance renewal period (my insurance was set to renew on 03/02/2026), so I only had to pay for the remaining days from the Mercedes insurance running out and my new policy starting. However, when attempting to set up the Mercedes cover at handover, I was informed that I was ineligible due to my age. This resulted in me having to purchase additional insurance at a cost of £76. Although this amount has been reimbursed to me, it has taken well over two weeks for the refund to be processed, which has added to my frustration further.Engine Management Light -A few weeks after purchasing the vehicle, the EML came on my dashboard whilst I was driving home from work. The diagnostic code indicated that there was a fault with my EGR valve. So, I took the vehicle back to Mercedes in Worcester and was advised that it would only take around 1 hour. I was left waiting for 2.5 hours in the showroom, only to be told that it was a software issue. However, on Saturday 14th February, the EML came on again with the same EGR valve code. This suggests to me that the original issue which I brought my car in for was not and has not been resolved. I then had to book my car in again with yourselves to diagnose the issue with the EML light, to then be told that there actually was an issue with my car and it could be to do with the EGR cooler. Also then to find out that my two front tyres were bald and needed replacing after owning the car for around 1 month (this should have been picked up prior to collection of the vehicle as it was an advisory on the MOT). Hearing this left me very unsatisfied and I spoke with the service manager Marcus, who was very helpful and resolved the issues with my front two tires.As of March/April 2026 a horrible crunching noise was coming from my brakes when driving. I then reported this issue to your garage on 7th April 2026 and they weren't able to get me in until 1st May. After taking my vehicle to your garage on Friday 1st May, it now appears that all four of my brake discs are lipped. This should not have happened after owning a car for about three months. The car should have been sold at a satisfactory standard for 6 months of use, which has not happened in this instance.Further to add to my complaint, I was under the impression that my vehicle was serviced prior to collection, but after receiving a phone call on Friday to day that my car is due for a service in June and is going to cost £345. This is not what I expect when buying from a main dealer.I feel that the communication and level of service I have received have not exceeded the standards I would expect when buying from a main dealer garage like yourselves.Due to this being the first time I have purchased a car for myself, I was very hesitant and spent a lot of time researching where and what to buy. This has been a very negative experience for me, as I was hesitant about purchasing a vehicle in the first place due to experiences like this happening.I would appreciate a clear explanation of how these issues will be addressed and what steps will be taken to ensure a more satisfactory experience going forward.I look forward to your response.Kind regards,Summer Bowdley07957482214

Very helpful

I brought my car into the dealer on 24/03/26. I was told that the dual clutch would need replacing and that the part would need to be ordered. I was told they would have the part by 01/04/26. It is now 20/04/26 and I am still waiting for my car. I have asked for a courtesy car in the meantime but have not been provided with one. Every time I contact the dealer, I am told it will soon be ready. My complaint is that an unreasonable amount of time has passed, which would not be so bad if a courtesy car had been provided.