Good Afternoon BrianThank you for your email.As the product is non regulated this would not be something our team would deal with.@Customer Feedback – please could you arrange for this to be logged and referred to the dealership.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Brian PageSent: 18 March 2026 14:21To: F and I ComplaintsCc: Andrew LeighSubject: FW: 21076481 - GN22UVT - Kalooji - WorcesterGood afternoonWe have received the attached complaints via MB CCCI am unsure if you would need to investigate and reach out to the customer directly.I have responded to MB in the meantimePlease let me know if you require any further informationThanksBrianBrian PageGeneral ManagerMercedes-Benz of WorcesterHindlip Road, Hindlip | Worcester | WR3 8SBT: 01905 450 200lookers.co.uk/mercedes-benzFrom: Mercedes CACSent: 17 March 2026 15:44To: Andrew Leigh; Luke Roessler; Brian PageCc: Mercedes CACSubject: 21076481 - GN22UVT - Kalooji - WorcesterCS/Complaint – Mis-Sold Extended Warranty14/03/26, 21:26Selling Retailer: MB Worcester Service Retailer: MB Heathrow • The customer purchased an extended warranty from Lookers Mercedes Benz Worcester in March 2024, believing it to be a genuine Mercedes Benz manufacturer warranty. • They were not informed that the policy was administered by RAC, and the invoice did not clearly disclose this. • When attempting to make a warranty claim for a faulty fingerprint sensor at Sytner Mercedes Benz Heathrow, the customer was told the claim could not be processed because the warranty is not a Mercedes Benz warranty. • The customer was instructed to return to Lookers Worcester, which is over 50 miles away and causes unreasonable inconvenience. • They believe the warranty was mis sold due to lack of transparency and inaccurate representation at the point of sale. Expectations – Authorisation for Sytner Heathrow to complete the repair under the warranty, or – Collection and repair of the vehicle by Lookers Worcester, or – A full refund for the extended warranty due to mis selling. • They state they will escalate the matter to Trading Standards and the Financial Ombudsman if unresolved. • They request a written response within 14 days and have included the invoice for reference.Refuse caseAccept for editingFeedback17/03/26, 13:30Hi Team, Can you please look into this customers complaint. • The customer purchased an extended warranty from Lookers Mercedes Benz Worcester in March 2024, believing it to be a genuine Mercedes Benz manufacturer warranty. • They were not informed that the policy was administered by RAC, and the invoice did not clearly disclose this. • When attempting to make a warranty claim for a faulty fingerprint sensor at Sytner Mercedes Benz Heathrow, the customer was told the claim could not be processed because the warranty is not a Mercedes Benz warranty. • The customer was instructed to return to Lookers Worcester, which is over 50 miles away and causes unreasonable inconvenience. • They believe the warranty was mis sold due to lack of transparency and inaccurate representation at the point of sale. Expectations – Authorisation for Sytner Heathrow to complete the repair under the warranty, or – Collection and repair of the vehicle by Lookers Worcester, or – A full refund for the extended warranty due to mis selling. Thanks in advance.

Cust wishing to have the deposit back as they are not going ahead with the purchase.

Hi called the service team, just to ask when my next service was due, the person started asking me for address and email and telephone info. I asked why she needed all my personal data just to let me know at what mileage I should book in. She had no idea what I meant, why I was challenging and the implications not GDPR. She then cut the callShort saying once a year or every 15000 miles which was not really what I needed

Hbj I am writing to formally complain about the extremely poor service I received during my recall appointment at your Worcester dealership on Friday 13 March.When I originally booked this appointment over the phone, I made it very clear that I would need my vehicle back by 2:15pm at the latest as I needed to collect my children from school. I live approximately 30 minutes away and, as a single mother with no local support, I had no alternative arrangements available. I was assured that this requirement was recorded on my booking.On Thursday 12 March I received a confirmation call, during which I was again told that it had been noted on the system that my vehicle must be completed by 2:15pm. Had this not been possible, I would have cancelled the appointment as I had no other option.I arrived at the dealership at 9:20am to drop off my keys. At this point a member of staff informed me that the work may not actually be necessary and suggested that the repair was optional and related to fuel consumption. I explained that the recall had been listed on my MOT paperwork and that I had also received two letters instructing me to book the repair with Mercedes as soon as possible. After checking again, the staff member then acknowledged that the repair did indeed need to be completed. This gave me the impression that the staff member was unclear about the work required on my vehicle.At 12:10pm, over three hours after I had left my car with you, I received a phone call from the dealership stating that they had only just gone to access my car and that they were unable to unlock it because the key battery was low. I explained that the key does work if the button is pressed a few times and that the physical key can also be removed from the fob and used to unlock the vehicle manually. I found it concerning that a Mercedes technician appeared unaware of this basic function. I was also very concerned that the repair had not even been started despite the clear deadline that had been agreed.As I began to worry about the time, I arranged an Uber to take me back to the dealership so I could retrieve my house keys from the car and return home. I called the dealership to inform them I was on my way and was told that staff would retrieve the keys from the vehicle for me.However, when I arrived at reception, no one had retrieved them. A staff member then went to locate my car and keys but was gone for a significant amount of time. I was left waiting in reception for around 30 minutes while staff tried to locate my vehicle. During this time my Uber driver was waiting outside and I was being charged for the delay.Eventually it became clear that the reason my vehicle could not be found was because a member of staff had written my registration number down incorrectly, meaning another staff member was searching for a car that did not exist.Due to this unnecessary delay, my Uber fare increased from £14 to £30, which I had to pay.Later in the afternoon, at the agreed completion time of 2:15pm, I had still not received any update regarding my vehicle. At 2:30pm I had to call the dealership myself to ask for an update, at which point I was informed that my car would not be ready until 4:00pm.This was extremely upsetting and stressful as I had repeatedly explained that I needed my car by 2:15pm to collect my children from school. As a result of the delay, my children were left waiting at school until I could arrange for someone to collect them, which also resulted in additional charges from the school and caused my children considerable distress.Had the work on my vehicle begun when I dropped it off at 9:20am, there would have been ample time for the repair to be completed before the agreed deadline.When I arrived later to collect my car, the experience was equally disappointing. The member of staff at the desk simply handed me my keys while still on the phone, without speaking to me. I had been told earlier that I would receive an update on my vehicle’s health check and expected at the very least a face-to-face apology given the issues that had occurred.Overall, the entire experience was extremely stressful, upsetting, and highly unprofessional. I would have expected a much higher level of organisation and customer care from a Mercedes dealership.As a result of the errors and delays on the day, I incurred additional financial costs, including increased Uber charges and fees from my children’s school.I would appreciate a formal response to this complaint, including an explanation of how this situation occurred and what steps will be taken to prevent similar incidents in the future. I would also like the additional costs I incurred to be addressed.I look forward to hearing from you.

Good morning,I'm writing to express my disappointment at my recent experience with you.I called you on Tuesday 3 March to book my car in for a diagnostic, due to an intermittent starting fault, and made a booking for 8am on Wednesday 4th.On Wednesday 4th when I arrived, you were unable to find my booking... as it had been made for 8am on Tuesday 3rd! This was resolved and you took my car in - no problem.Later that day I received an email containing a video with the details of my car's successful health check. There was no mention of the fault that I'd checked the car in for, so I called to query this and was told the health-check is standard practice and separate to any diagnostic to find the reported fault. It would have been useful to tell me this in advance so I could avoid an unnecessary phone call. I'm sure you're aware that the wait times are very long.I subsequently spoke to Ryan (this was still on the afternoon of Wednesday 4th) who was very helpful and told me the fault might be related to a part connected to my gearbox, but that this would need to be verified by someone else in the team (the following day if I remember correctly).I then waited to hear more...No update Thursday, no update Friday, no update Saturday, no update Sunday, no update Monday. No contact at all to give me an indication that anything was being done.On Monday 9th I emailed to ask for an update on my vehicle's status but received no reply. Later that afternoon I called and after being put on hold for 14 minutes, was finally told that you had been unable to recreate the fault. I was given the option of collecting my vehicle or leaving it with you to try again the following day. I checked again that you definitely had been unable to find a fault, and I specifically asked if any and all error messages/dashboard warnings had been cleared. I was told "yes, they have". I opted to give you the chance to recreate the fault again and advised that I would pick the car up the following day.Yesterday (Tuesday) morning I called to ensure my vehicle was ready for pick-up. After an incredibly long wait time, I got through to reception and explained I was coming to collect the car. They said they would transfer me to the servicing department. The phone rang continuously for a long time until finally, it cut me off.Later in the day I tried again. This time I was unable to even reach reception. The phone just rang continuously for minutes.Later on I tried again and successfully spoke to a gentleman who advised me that the car would be ready for collection after 4. I told him that I needed to collect it before then as I'd made arrangements and had been trying to call throughout the day.I finally collected my keys at about 3.40pm and paid £120 for the diagnostic. I started the car and was immediately greeted with an Ad-Blue error message! So, apparently the dashboard warnings hadn't been cleared. I pressed the button to clear the message, which was followed by another telling me the batteries in my key need replacing. In addition, the car was covered in Sahara rain and a dried-on deposit of bird faeces on the bonnet. Seriously, in 6 days could you not have replaced the batteries and washed the faeces off given their corrosive effect?I drove the car off in the hope that the message would not reappear, but it has, this morning. Pictures attached.To add insult to injury, you have emailed me this morning to advise me that the batteries need replacing, and invited me to book in to do so!I'm going to take my car elsewhere now as I've lost faith and I'd like the diagnostic charge refunded please.Yours faithfully,Craig Finn

My complaint as posted on the Trustpilot review with an additional itemI have been a customer of Lookers Mercedes Worcester for nearly 10 years. Cars, service plans, extended warranties, any work and replacement tyres - all loyally purchased from this dealership. It is with a heavy heart that I have to post such a damning review. Taken for granted, another number, a commodity and treated with contempt. I took my car in for the routine service. First they report that the windscreen is smearing and recommend replacing the windscreen wipers. Wipers that this dealership had replaced only a year ago. But apparently these are a wear and tear item and not expected to last a year so tough - replace at your own cost. But the thing is the wipers did not need replacing as I discovered. There was grime welded onto the windscreen. Once I had cleaned this off the smearing went. So the garage had recommended a replacement that wasn't needed - and should not have been needed. The health check video flagged a scuff on the rear bumper that wasn't there when I took it in. When I inspected it was gone - when the car was cleaned the dirt, not the scuff - there was no scuff - had washed off. When I booked the car in I asked if they could supply me (at my cost) a litre of oil so I had some for a top up in due course. Antonio who booked me in said I can get it myself from the parts department. I said why couldn't they just stick one in the car for me and add it to the invoice given my car was with them? Antonio begrudgingly added a note to the bottom of my booking in sheet. Well, at least I think he did. When I picked up the car no oil had been supplied. They also said one of the tires needed replacing as it only had about 1mm left. I was told over the phone by Antonio that it would be £366 to replace. Phoning around I found the cost should have been just less than £300. When I checked the service paper work the price MB had quoted was £283. So I call to check. The same service representative who has booked my car in for the service (Antonio) took my call but said the service department was too busy to speak to me - so they would call back - incredulously he said that if I had not heard back my 2.30pm that day I should call in again! I did - no answer. So as I live near the dealership I drove around. Again, spoke to Antonio. First he couldn't find my car on the system. When he finally did, it took him 30 minutes to say the quote on the paperwork was wrong. The price would be £369 - more than he had quoted on the phone originally. He justified it by saying the last time you bought a tyre from us it was that price. They offered a small discount and said neither we nor the supplier will make a profit at that price! Normally I deal with Elaine who is awesome. But I was 'looked after' by Antonio on this occasion, and 'looked after' by a service department whose view on customer care and retention has clearly changed. I was planning to swap my son and daughter into A Class' from their VWs, and my wife into either a GLE or GLC from her Disco Sport. My car also needs replacing in the next 12-24 months. MB Worcester would have been my go to. Not now.

cust son booked the vehicle in with a C&D for a diag. The cust didnt receive the normal call yesterday but turned up at the garage today to be told no appointment had been booked.

I haven’t received the email about the cars I was requiring about….. no problem I have gone somewhere else……

I took my car in to replace a time chain. I was told I would have to pay £1900 for the chain in advance. I was a little taken back but made the payment. A couple of days later I had a call to say that there were more problems with the car and it could be about £5,000. I decided not to go ahead and would see what cars were for sale on site. I was told my £1900 would be refunded and the manager would process the refund. When I went in to look for a car later that week, I discovered that the manager knew nothing about it. He said he would sort it out and process the refund and would email me. 5 days later I have heard nothing. I called Mercedes Worcester this morning and was told the message would be passed on and he would contact me - now 7.30 p.m. and nothing. To add insult to injury, I have also had to pay upfront £500 for a car in Mercedes, Shrewsbury so that I can test drive it! So £2,400 paid with nothing to show for it. Not impressed to put it mildly

Initially no call back. Had to chase several times. By the time I managed to speak to someone they had sold the car I wanted. Went to Guildford Mercedes and bought one.