Copy below of the complaint email issued to Mercedes Stratstone bradford. This review is based on me buying a car and also selling a car. After sending this I basically got a rude email response from the dealer principle which basically said - we don't care - go else where. You'd have thought that they would want to keep an already disgruntled customer happy so when they next purchase a car they would consider Mercedes again. A chance to redeem themselves. After picking up they keys we decided to try and give some further feedback to the manager especially around the legalities of a purchase invoice and also that they need to be clearer on their processes. For him to laugh at us, belittle us and walk away. At this point we were more than happy to walk away with the car and sell it elsewhere. -------------- Hi XXX Just wanted to confirm how we left the conversation and to reconfirm in writing our frustrations. Please note – this feedback isn’t about you personally, we feel you were helpful, polite. What is letting you down is the processes and your paperwork not being clear. When we agreed the price of £Xxx you confirmed that your workshop would look over the car to make sure it hasn’t been in any accident and that nothing was mechanically wrong with the car. Not once did you mention that we would get the agreed price lowered (this had already happened once) and a whole list of minor issues which in all honesty you and your team assessing the vehicle and your pictures should have picked up. On the piece of paper I signed not anywhere on this piece of paper does it mention that this is your process, and the figure quoted and signed for is subject to this inspection. If this is your process then can I suggest in future you incorporate this into this document to ensure it is transparent for the customer. This process needs to be referenced in your T&C’s and fully understood at the point of signature. As far as I am concerned the piece of paper with your signature on is the price you have agreed to pay. I am also certain a court of law would see this too. I work with contracts and I have consulted a lawyer on this document to which they agree. (Note to reader this was a signed purchase invoice) You can clearly see from your original inspection and from the pictures you took that there is a different tyre on the car. I do not expect to be knocked down for this in the payment – this is your and your team evaluating the pictures omission. Can I suggest that this is something you add to your check list when you inspect cars in the future and to also train the people reviewing the photos to pick up on. On another note – you came back with a quote of £300 less that the original figure – we weren’t told what this was for. We assumed this was for some knocks in the alloys and the tyre already. In future it would be good for you to address these upfront so the customer is aware. Everything seems to be done behind closed doors…… The locking wheel nut – this is our mistake and we are happy to drop this down to the garage. We thought it was already in the car, apologies. (Note for reader - this was found in the boot when we picked it up) The lock wheel bolt – this must have been taken off when the car had been serviced (by Mercedes) as we have never removed the wheels (apart from the tyre that was changed - and my partner reassures me that this was put back on, he saw the mechanic do it and he wouldn’t have driven away without it not being done). I am not sure how to address this apart from there is spares in the back of the car which can be used. This could also have been picked when you agreed the price In respect to the under bumper plate which is cracked I can appreciate that this is something you wouldn’t have been aware of until it was in a garage – as we weren’t. In all honesty I feel like Mercedes should pick up the cost of this (see point no2). This whole palaver of this email and phone call exchange and process is yet again not expected from a main dealership and someone as renowned as Mercedes. Not to mention all the issues I had with buying a brand new car in the first place just over 14th ago. Just to recap…… the engine blew up within 40 miles on the clock as someone hadn’t attached a coolant pipe to the engine. I was actually accused of having a part to play in this by the sales man as I continued to drive the car when the warning light came on, to which I then explained as soon as the warning light came on that I phoned Mercedes garage for them to tell me to carry on driving it, probably a small fault and to phone back Monday when the garage was open (I called on the Sunday). I asked him to listen back to the call (assuming it was recorded). I was then given a completely different car with things missing (no silver on the front grill, no wireless charger, and black touches on the car – to which when I was looking at cars I said I didn’t like the black pack – I wasn’t happy with this car, but at the time of a car shortage in the pandemic I felt I had little choice about but to accept). I ended up with a car I didn’t buy and now I am getting swindled on minor issues whilst trying to sell this car back to you. This has made me extremely unhappy customer. There is a massive lack of transparency with this process and it wasn’t explained properly, your paperwork isn’t clear or explains this. I wasn’t even given a price breakdown for the additional “£500” you wanted to knock off….. after we had already signed and agreed a price and left you the car, the keys and the V5. I actually felt like now I have yet again wasted my time with Mercedes and I should have gone to webuyanycar.com to which we would have got a better price and better service. I will not be recommending Mercedes in the future and you have certainly lost a customer, to which I regularly buy new cars.