Hi Pat, Paul,I’m writing to raise a formal complaint about the handling and scheduling of the Off-Road Pack fitting for my new smart #5, and to ask for management oversight to get this resolved properly.• Lookers Customer Order No: 109277• Vehicle: smart #5 (Summit Edition) – VIN HESYA5C45SG206765• Registration: GU26 HVO• Accessory: Offroad Pack – Side Ladder & Platform RoofThe Off-Road Pack was supposed to be fitted pre-delivery, but it was delayed , i chose to take delivery of the car, and schedule the fitting at a later date. Once we finally scheduled the work, I booked it a full week in advance for Friday 20 March, and I explicitly confirmed multiple times that it would be completed the same day because I had plans for the car that weekend.On the day:• I dropped the car off at 08:00.• The car was not progressed as expected (it only appeared to move later in the afternoon, and not into service).• I was then called in to drop off the courtesy car (which I only needed to get home, given how far I am from the service centre).• I could not be given any clear timeframe for completion, and I was told it needed “additional authorisation” despite being scheduled and reconfirmed well in advance.This is primarily a scheduling and preparation failure. If extra authorisation was required, that should have been handled before the booked slot—not after the vehicle was dropped off and my day had already been disrupted.I live a significant distance away — it takes me ~45 minutes each way to drop off and collect the car — so I choose service days carefully (typically on working days) and rely on the agreed plan being honoured. For a brand-new vehicle and a high-value accessory package, this level of uncertainty and last-minute change is not an acceptable standard of service for a smart / Mercedes-Benz dealership.I also understand this may be an early/first UK spec for this car and that parts are new, but that makes better preparation and clearer coordination even more important—not less.1. Please confirm that you are looking into what happened on 20 March (what checks/authorisations were missing).2. Please provide a firm date for the Off-Road Pack work to be completed in one day, with:o a confirmed drop-off time,o a confirmed same-day completion time window, ando confirmation that all parts/authorisations are in place before I arrive.3. If it genuinely makes scheduling easier, I’m open to the option that was mentioned of Lookers collecting the vehicle and delivering a courtesy car (and returning my vehicle when complete). However, even with collection/delivery, I still require the work to be completed same-day.Please treat this as a formal complaint and respond with a clear plan and booked date. I’d appreciate a response by return so we can lock in a workable appointment.Regards,Cosmin Cucu

Bought new Smart #1 Premium on 21 December 2023 and have not been notified about 1st warrantyService despite having contacted you twice on line at Service Dept.

Can you send me copies of the car finance agreement for the smart car you sold me. The registration was LD61 ZDS.Please send a copy to cazcouch@outlook.comMany thanksCarolyn Couch

Great service , good communication and good work

From entering the Dealership I was asked if I needed any help. I was enquiring the smart eq for four and I was asked if I would like a test drive. I did drive the car and it was very nice but after some thought of having a new electrical outlet installed and the range of miles it would do I decided not to proceed and have now bought an older low mileage petrol fortwo model.

Very thorough and answered the questions we had. A test drive was arranged during the visit despite us noir having made a prior booking.

Very helpful and informative.

Staff are always polite and helpful.

Every thing went veery smoothly; , collection on time, polite, kept in contact, work described, prices quoted and the car returned beautifully clean- it did look really good.

Excellent service