Lookers - Mercedes-Benz of Brighton Avis 228

I am extremely disappointed with the…
I am extremely disappointed with the service I received from Mercedes-Benz of Brighton.
I ordered a new Mercedes vehicle 5mths ago that required specialist adaptations due to my disability. From the beginning of the process, the dealership was fully aware that the vehicle qualified for VAT zero-rating because it was being adapted for use by a disabled person. This was discussed during the purchase and at no point was it indicated that this would be a problem.
However, just as the vehicle was about to be delivered, the dealership suddenly refused to apply the VAT exemption. This was after a contract had been signed and a deposit paid, and after they had been aware from the start that the vehicle was adapted and qualified under the HMRC rules for disabled customers.
This situation has caused significant stress, delay, and financial uncertainty. It is extremely disappointing to see a company representing a premium brand handle a matter involving a disabled customer in such an unhelpful and inflexible way.
I expected much better professionalism and understanding from a Mercedes dealership. Instead, the experience has been frustrating and deeply disappointing.
I would strongly urge anyone in a similar situation to get everything in writing and verify the dealership’s position on VAT exemptions before proceeding.
Steve W

Shocking customer service from Mercedes-Benz Brighton. No courtesy calls, no updates, endless excuses, and I’ve had to chase everything (10–15+ calls/emails). A simple job that should have been done during a service which was forgotten, and two months later we’re still waiting for a supposedly widely available part.

Second bad experience involving Maddie (previously in 2024). We won’t be back — and we won’t be buying Mercedes again.

Car was recovered to Mercedes Brighton after a wherl and tyre were destroyed by a pothole. They were on the case immediately, and within 24 hours had sourced a wheel and tyre. Communication was excellent and de-stressed a stressful experience.

The team, particularly Neil at Portslade were extremely helpful, arranged a hire car seamlessly, and kept me updated with the progress of my repair

An absolute five-star service at Mercedes of Brighton. We purchased a Mercedes GLA and couldn’t fault a single thing. Devan was outstanding — he guided us through everything, was incredibly patient from start to finish, and genuinely looked after us. The service was 100%. We won’t be going anywhere else for our cars in the future.

As usual a very effective and efficient Service trip to Mercedes’ Brighton. From start to finish exceptional customer service.

Quite frankly customer service is non-existent sometimes at this dealership. The customer services representative never kept us informed as to what was happening with our vehicle from the date it was dropped off for repair. They took 24 hours to establish that we did have an extended warranty, even though they’ve been servicing and repairing this vehicle from Day One of ownership and I’ve had several repairs done under the extended warranty. Once they established we had a warranty and then took them a further 48 hours to get approval for the work to be done under the warranty. I had to call up several times to find out what was happening with my vehicle.

It turned out that the Service representative dealing with our case was off ill for two days and nobody else in the dealership could be bothered to keep us informed as to what was happening. I asked to speak to the Service manager three times each time he was either busy or in meetings and asked for them to call me back, this never happened.

The work was finally carried out, however we did have another item that wasn’t covered under the warranty which needed to be repaired this was a CV boot cover. It needed replacing and we agreed for this to be done, once under repair they could not remove the cover without destroying the main CV joint itself apparently, which resulted in a large additional cost. As the Macanic was not capable of removing the boot without doing this.

So overall, I’m very unsatisfied with the way we were dealt with and the length of time it took to get this repaired done.

Sam was knowledgeable and was always quick to respond to any queries. Very friendly and helpful. Highly recommended

No problems with collection and delivery. Good communication and work carried out on time.

Fabulous service from the team. Great video of the inspection and any work carried out.

Polite and professional

Purchased a 3 year old A class 250e Premium at the end of November. Very early on I notice the auto high beam didn’t work. Two phone calls and two visits to lookers later and I’m left with no auto high beam which I had on my previous 7 year old A200.
I’ve been told that because the car was manufactured during Covid and that there was a shortage of parts this function was left off of the car.
I did ask whilst dealing for the car, was everything on the new car what was on my old A class,” yes”
Covid was 3,4 years ago, so this knowledge should have been passed on at the time I was purchasing the car. This is my fourth Mercedes and the only time I feel let down by them.

Very efficient service

Repair was completed more quickly than expected and within budget.
But not warned and car returned dirty

Neil couldn’t be more supportive, really pleased with the service. They couldn’t do an outsider clean due to weather conditions understandably, the inside clean however was not good, disappointing particularly after such a good service prior to the clean

Neil and the team offered a great experience, many thanks as always.

Excellent service , the guy who actually serviced our car was one of the most helpful guys iv ever dealt with in all the years we have been with Mercedes (20 years plus) from start to finish I would say I had five star service . Thank you

Great service as always

Excellent service all round from collection to redelivery with first class communication in between.