Lookers - Mercedes-Benz of Gatwick Avis 316

Lookers Crawley, cancelled my car service at 4.30pm on the afternoon before as they didn't have any courtesy cars available as they were re-fleeting. Strikes me as exceptionally poor planning.

They couldn't even collect my car as an alternative solution.

To make matters worse they don't return emails or calls when I have tried to rearrange the service. I wont be using them again as its the second time that poor customer service has let them down.

I have been a customer of Mercedes Benz Gatwick, (County Oak and Gatwick Road), for over 20 years.

March 2024
I took my car to Mercedes Benz Gatwick (MBG) for its MOT

MOT: Certificate and Emission Report issued
Vehicle Health Check: A useful 3 page report with details on brakes, tyres, etc.
MBG Customer Experience: Good

March 2025
I booked my car in to MBG for its MOT. After booking, Mercedes called to say that the booked appointment was no longer available. Made a new appointment over the phone only for Mercedes to cancel again. Finally took my Mercedes to another MOT testing centre.

MOT: All done in 60 minutes at another testing station.
Vehicle Health Check: None
MBG Customer Experience: Bad

March 2026
Decided to give MBG another opportunity. I called in to the dealership, met a member of the service team and confirmed my vehicle registration along with my name, address, e-mail and contact number. Car booked in for an MOT at 08:00 on Thursday 19th March 2026.

Thursday, arrived at MBG at 07:50 but no customer access until 08:00. Called in to reception and MBG managed to get both my name and address wrong. The car was taken in for its MOT and was finally finished by 10:30. MBG also carried out a vehicle health check but failed to supply any further information or documentation relating to the general health or condition of my Mercedes.

MOT: Certificate and Emission Report issued
Vehicle Health Check: No information supplied
MBG Customer Experience: Poor

MBG has a lovely facility but they appear to be struggling to get the basic things, such as the customer name, address or appointment dates/times correct. Disappointed with Mercedes Gatwick in March 2025 and once again in March 2026.

My car went in for a sensor issue a few weeks ago, a wiring coil was needed, Morgan said I will order it and call you. Since then radio silence. Promises of call backs from Michael and escalations with more than 10 separate calls and still NOTHING. They hardly ever answer their phone. I was going to trade in my car for a newer one this year - absolutely not a chance now. Avoid if at all possible.

Iam very disappointed with Mercedes of Gatwick specially with the Service team My car is waiting to be repaired the electric door over three weeks
It's very appalling situation and below the standard of Mercedes dealership

So I brought a car from Gatwick Mercades and found the customer service was shocking and disrespectful as nothing was explained to me and the sales advisor was to and from me to another customer never explained anything about the car to me nor the finance nor did he ask if I wanted any extras on the car in which I would of said No. But guess what he added the guardex and something else was added I DID NOT AGREE THIS. But because I was being pressured to sign all the documents on my phone I did not get time to read all the paperwork. So on the Monday I went to get my car and waited 4 hours to be told the finance are taking there time and I will get a call on the Tuesday when it’s all confirmed. Anyway got a call from the finance department to say that it had all gone through and I could collect the car. Than I got a call 15 minutes from the garages sales man to say come collect your car. So when I got there I spoke with the advisor and said u should fill the car up for me so he did.
The sales man gave me the keys to my car and left did not give me any hand over at all by this time I was fuming went to see the car made sure it was all good to come across a chip out the car which was not there the day before so went back in and they sent someone from the work shop to put some paint on I will really pissed off by this time and just left the story goes on so long an short went home and fuming I decided to go back to speak to a man called Sam sales manager and basically said what do u want to happen I said I want some kind of compensation he said u was given a tank full of fuel
I was told by him that I could not return the car because it was not faulty I said I had 14 days cooling off period he was so rude about the whole thing I left upset and very F***ed off
And I would never go back there ever again stay clear of this garage and the staff very unhelpful and I am very disappointed about the whole situation

My experience was extremely disappointing, particularly due to the unprofessional and passive aggressive attitude of Morgan. I was initially informed that a diagnostics check needed to be undertaken- I was quoted around £300. I then received a call from Morgan, indicating that further time needed to be undertaken and the costs would entail a further £700.

When I visited the garage on 13 February to arrange for my vehicle to be towed to Brighton, I asked to speak with the manager. Instead, Morgan came to speak with me and claimed he had emailed me a repair quote of around £7,000. I never received this email. When the manager, Ben, became involved, Morgan began waving a printed piece of paper, which he alleged was the email, and his manner felt confrontational and challenging rather than helpful.

Previously, on 24 January, I had called the garage and asked to speak with the manager. I was told he would call me back, but I never received any response.

Although the diagnostic fee was ultimately waived, the situation raised serious concerns.

The vacuum pump part itself was around £60, and the labour cost was less than the diagnostic charge alone. I mean over £1000 for a diagnostics.

We are loyal Mercedes owners and own luxurious cars including a G-Wagon, S-Class, CLS, and SLC, which makes this experience even more disappointing. I have always associated Mercedes-Benz with premium service, but on this occasion the staff came across as dismissive, rude, and unprofessional minus Ben the manager.

Overall, this was a very poor experience and far below the standard I expected from a premium brand. Morgan some training on how to respect people, because it’s customers who pay his wages

Four salesmen sat at desks doing nothing. I was there for 25 minutes before one of the moved. The receptionist said they were all busy. This was a Saturday, late afternoon. I will not go back

Was attended very promptly and politely. I was kept informed and contacted when everything was completed.

Scott Andrews and Mercedes Lookers were excellent from start to finish

Very helpful staff. Service completed on time.

Peter in service was great, efficient and professional. Great communication and delivered on his promises! Great all round from MB Gatwick

I always get great service and all the information when my car is in for service or mot MICHEAL PETERS always makes sure the car is well looked after and is always on hand to explain any issue that have came up while the car is in

Great buying experience from lookers/ Justin…

Thank you ☺️

Mr Patel was most helpful, efficient and informative. The deal was easy to arrange and handover smooth and faultless.

No issues on service, slight delay in completing, pleased car was cleaned and tyre issue identified.

professional understanding of customer needs and fast fulfilment

Professional

Great customer experience, they handled my Mercedes GLE 450d with utmost care and attention, kudos to Morgan for an excellent service experience

Jade was very helpful with all aspects of this purchase as it was carried out remotely. The documentation, sale and transfer of the vehicle to the Stoke branch for collection proceeded without any issues and I am enjoying my purchase.