Ref: 88672608 VIN: HESYA4C41SG206790I have been chasing the full delivery of my car since delivery in March. I have no response, no explanation and no fulfilment of the two agreed contract. One to purchase the car and the subsequently contract with GardX CX3. I have also ordered additional parts that I am still not received. I am not interested in waiting longer for a resolution before I consider alternative action.

Delivery of vehicle end of March, car matts paid for and paid to be treated (CustomerOrder-N2204-20260328_153153), no car matts supplied as at 01.06.26. Rubber matts ordered pre delivery, not paid for and not supplied. No comms despite calls and emails.

Dear Sir/Madam,I am writing to formally complain about the sale of my Smart #1 vehicle (registration number GU75 JKN) and the poor level of service I have received since taking delivery from Lookers Mercedes-Benz, Brighton. This complaint was first logged on 1 May 2026 via telephone and subsequently followed up by me on 18 May 2026 under reference 88001248, to which I have had no formal response from the dealership. I am now escalating this complaint due to this non-response and the additional issues I have experienced this week.The sequence of events is set out below.At the initial test drive on 31 March 2026, the vehicle displayed a tyre pressure warning which I reported to the sales advisor who assured me that the vehicle would be thoroughly checked over before I collected it.I collected the vehicle on 2 April 2026 and checked that the tyre pressure warning was gone but I almost immediately noticed a new warning message stating “alarm sensor fault”. As it was late in the evening and the branch was closing I drove the car home with the intention of contacting the dealership as soon as they reopened the next day.I first attempted to contact the dealership regarding this issue on 3 April 2026 but was unable to speak to anyone. On 4 April 2026 I spoke to a member of staff on reception who advised that the matter would be passed to the appropriate person and I would get a call back. I never received this call.On 6 April 2026 I phoned again and discussed the issue with Sam in Sales, who advised that he would liaise with the workshop and arrange an appointment. It was agreed that we would drop the vehicle back to the garage on 9 April 2026 and it would be returned to my home on Friday 16 April 2026 having been fixed.On 14 April 2026 I received an email from our original salesman, Tyler, stating that we would be collecting the vehicle ourselves. I responded immediately to stress that the vehicle needed to be delivered back to us because we were away on holiday and would not be available to collect it.The vehicle was eventually delivered back late on Friday 17 April 2026, and we were assured that the issue had now been rectified. However, on 19 April 2026 the same warning light reappeared.I reported this to Tyler on 20 April 2026, who advised that the service department would contact me. On 21 April 2026, I received a call from Brandon in the service department to arrange for the vehicle to return to the workshop.The vehicle returned to the workshop during the week commencing 27 April 2026 for a further week. At that time, no courtesy vehicle was available.On 1 May 2026, Brandon contacted me to advise that the battery required repair and would take approximately two to three weeks. I requested a courtesy vehicle, although he could not guarantee one at that point due to availability.Due to ongoing issues and delays, I made my first formal complaint to the Lookers complaints department on 1 May 2026. Later that day, Brandon confirmed that a courtesy vehicle had been located and I could collect it the following day, which I subsequently did.On 18 May 2026, Brandon advised that the vehicle was ready for collection.My wife collected the car on 19 May 2026 and drove it home, but upon inspection, I discovered that the workshop had left a white sticky residue around the charging cover area and caused a small scratch in the same location. I immediately sent photographs to Brandon along with a formal complaint regarding the condition in which the vehicle had been returned.Brandon contacted me the following day and advised that arrangements had been made for the vehicle to be collected on Friday 22 May 2026, returned to the workshop, have the scratch and sticky residue removed, and delivered back to us.Unfortunately, when the vehicle was returned later that day, the scratch remained clearly visible and the paintwork had additionally been damaged where the sticky residue had been removed.I therefore sent a further complaint to Brandon on 22 May 2026, suggesting that a specialist repair company should now be instructed to properly rectify the damage. As of today’s date, I have received no response.Under the Consumer Rights Act 2015, a vehicle supplied by a dealer must be:• Of satisfactory quality• Fit for purpose• As describedI do not believe the vehicle met these standards at the point of sale due to this pre-existing fault and has since required repeated workshop visits, lengthy periods off the road, failed repair attempts, poor communication, and considerable inconvenience. Furthermore, the vehicle has now been returned to me with cosmetic damage caused whilst in your care. This entire experience has been wholly unacceptable and I now request the following:1. A comprehensive written response to this complaint.2. Confirmation that the cosmetic damage will be professionally repaired by a suitably qualified specialist.3. Appropriate compensation for the inconvenience, repeated failed repairs, loss of use of the vehicle, and poor customer service experienced throughout this matter.I look forward to receiving your written response within 14 days.Yours faithfully,Martyn Gallon

Cust purchased a vehicle on the 31-03 and on his way home a error message came up on the screen. The cust advised when they test drove the vehicle the faults were there and they were advised they would be sorted. Since the purchase the cust has been trying to get through on numerous occasions. Since then no one has been in touch and the cust has been calling everyday. The vehicle is in the dealership now but there is no CC for the customer and the repair is going to be a further 2-3 weeks and the customer is unable to be without a vehicle for this whole time.

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.