Dion Ford helped me today and he was very polite and helpful. I did not feel pushed or pressured, and I am certain I will be back shortly, purely off of his service alone. Please let him know my mum and I were really happy with the appointment. - Chloe

Hello Linda,Unfortunately still not very good news.When we looked at the car today, we could see the ‘orange peel’ finish on the paint work, after I left you and the body shop took the car, I inspected again the wind deflector trim, since coming back I can now see two small chips. (See two photos) one was taken when I dropped the car off and the other when I collected the car the following day. I have also noticed the new trim does not sit correctly on the car, you can see the gap and rubber seals, it seems poorly fitted or the wrong size?I have to say, that although this is not your fault, the fact I wanted to wait for the car whilst it was fitted which the part has been with you at Ashford for 3 weeks to find it was not painted was firstly disappointing, which meant driving back and forth home, which is 45 mins each way, I wasted 3 hrs of my time and money on fuel on a warranty fault, we are still in the same position as before with the wind deflector, more damage on the car and now it needs to come back to you again.As I mentioned I am away now until Septemberso this will need to be rectified on my return, I would also like a plan for car to be collected and delivered back to me, it’s a shame I need to take photos every time the car leaves me to make sure there is no further damage on its return.I return on the 14th September, so please make arrangements from that date for the car repairs.I look forward to hearing from you and can supply further photos if required.Kind RegardsGareth.

Dear Sir/Madam,Re: Vehicle Registration BN18 VKOI am writing in response to your recent text message regarding an alleged outstanding balance following the cancellation of my Mercedes-Benz ServiceCare Plan.I formally dispute this balance and request that all collection activity be suspended pending a full investigation into my complaint.My complaint relates to the manner in which the ServiceCare Plan was sold and administered. During my vehicle's MOT inspection, I was informed by the Mercedes-Benz engineer that the engine warning light was illuminated. As I had purchased a ServiceCare Plan, I reasonably expected that the initial diagnostic assessment of the fault would be covered or, at the very least, that any significant exclusions would have been clearly explained at the point of sale.Instead, I was informed that I would be charged approximately £150 plus VAT merely for a diagnostic investigation. This was particularly concerning given that similar diagnostic checks are available elsewhere at a substantially lower cost.At no stage when the ServiceCare Plan was sold to me was it made sufficiently clear that diagnostic investigations would attract such charges. Had this information been properly disclosed, I would have been able to make an informed purchasing decision.I believe this raises concerns under the Consumer Rights Act 2015, which requires contractual terms and consumer notices to be transparent and prominent. Consumers should be provided with material information necessary to make an informed decision before entering into a contract.Furthermore, under the Consumer Protection from Unfair Trading Regulations 2008, a trader may engage in a misleading omission if material information that the average consumer needs in order to make an informed transactional decision is omitted or presented in an unclear manner.My position is straightforward:• I purchased the ServiceCare Plan in good faith based on my understanding of the benefits being offered.• The significant cost associated with diagnostic investigations was not adequately explained at the point of sale.• I would have reconsidered purchasing the plan had this limitation been clearly disclosed.• As a result, I believe I have not received fair value from the service provided.I therefore request the following:1. A full written explanation regarding the scope of the ServiceCare Plan and the basis upon which diagnostic charges are excluded.1. Copies of any documentation demonstrating that these exclusions were clearly communicated to me before I entered into the agreement.1. A full refund of the monies paid under the ServiceCare Plan.1. Written confirmation that any disputed balance has been placed on hold and will not be referred to debt collection agencies or credit reference agencies while this complaint remains under investigation.I am disappointed that a premium brand such as Mercedes-Benz has handled this matter in a way that has left me feeling misled and unsupported. I would prefer to resolve this matter directly with Mercedes-Benz; however, should a satisfactory resolution not be reached, I reserve the right to escalate the matter to the Financial Ombudsman Service (if applicable), Trading Standards, the Motor Ombudsman, and other relevant consumer protection bodies, as well as share my experience through appropriate public review channels.Should a refund be approved, please arrange payment to the account details currently held in relation to my ServiceCare Plan.I look forward to your substantive response within 14 days.Yours faithfully,Mr Babalola

I have cancelled app in the meantime.RegardsCaitlin ScottLookers Aftersales BookingsLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: mohamed.elbeily@nhs.netSent: Wednesday, July 1, 2026 2:13 PMTo: Service-MB-Ashford@Lookers.co.ukSubject: Re: Your Booking with Lookers Mercedes Benz is Confirmed________________________________________External Sender: Confirm legitimacy before acting.Hi,I have phoned a few times and messaged Adam from the sales team to ask about the service plan attached with my car but unfortunately I have got no reply or answer!I have to cancel this appointment please and instead I am raising a complaint.Many thanksMohammed

Following a chat with your customer services, I wish to advise you on my experience with Ashford Service Dept.Having been in with my Mercedes S350 several times and them trying to find my engine fault light, I was informed that it needed a new ad blue tank at a cost of around £2000 to do, subsequently found out, it wasn't that after all! It was in need of a new DPF. Approximately six weeks ago, I put the car back into Ashford with a list of jobs needing to be done, one being my tracking after two new front tyres. They managed one job in three days, which was a broken air pipe, on the drivers seat. I've logged complaints at Ashford, but received no contact. They do however, call me to try and sell me a new car!. I've been left purely frustrated by their total lack of care for my car, and feel the need to let you know about their lack of professionalism.Yours sincerelyNJ Rowles

GD18HLNPlease note that subsequent to your returning my car last Wednesday we drove to Suffolk for an event and had a good evening on the Friday. Later that night and on Saturday morning the front nearside tyre reported/showed low pressure. I contacted Mercedes assistance, who were very helpful. They confirmed that I was entitled to assistance. I confirmed that I had three people and two suitcases in the car. Mercedes passed me to the RAC who were to take the necessary action. They confirmed the instruction to take the car and us to Ipswich where MB would arrange for a car for us to travel home in.They stated that a recovery truck would pick us up between 9:30 and 10am. At 10am I stood waiting on the nearby main road to assist with directions for half an hour. I phoned the RAC continuously during this time, but with no answer and returned to our rented cottage. They then phoned to say our recovery truck had been sent elsewhere and they would arrange for a local recovery firm to attend to us. One duly arrived, but it then transpired that he could only take two passengers. Again RAC could not be contacted.Aware that the MB workshop closed at 1pm, we told them that the truck was on its way. We agreed to get a taxi to Ipswich. The car arrived at Ipswich before 1pm and we arrived a little later. Eventually MB locally arranged a hire car and we could continue on our journey by about 3:30.MB as usual were very helpful, but the service from your providers, RAC, was terrible. I am surprised that MB would work with them.I hope that Ipswich will now rapidly order a new wheel, hopefully already done, and fit it then arrange to swop the cars.In retrospect you at Ashford should not have let the car out of your care without replacing the wheel!Regards,Nick Davies

1st of June her car stopped working - she called RAC and they recovered the car on 1 June and she has a hire car. But hasn't heard anything about the car until yesterday - dlr state its a coolant pump and will do a VHC. She's received a VHC and explained the tyres balled - tried to get the tyre replaced through an authorisation code, and the Leasing company advised the dlr has to call them directly.Dealership aren't willing to call the leasing group company which she's not happy with.

My new car has now been in the garage for a month in that time I have only received one update by phone and that was instigated by me trying to get a call back. The last call was on Friday when I was told it you still had no idea how much longer it would be she also said the manager would phone me on Monday but no call This is the third car I have purchased in the last four years and I am appalled by the lack of urgency or customer service. I was unaware when I brought the car in that these faults are well known to Mercedes as have caused accidents and I’m not happy for my family to be used as a Guinea pig. I expect a lot better from Mercedes and lookers What is going on and what are lookers doing about it as I believe I am within my rights to hand the car back and have informed Mercedes and Mercedes finance.

I want to formally complain about the handling of an ongoing issue with my Mercedes-Benz vehicle and the unacceptable level of customer service I have received.My vehicle has now been returned to Mercedes-Benz garages on two separate occasions for the same unresolved fault. The first visit was to your Canterbury branch, and the vehicle is currently with your Ashford branch. Despite multiple attempts, neither branch has been able to successfully diagnose or resolve the issue. When the vehicle was booked into the Ashford branch, I was advised that the repair would take approximately one day. However, the vehicle has now been with the garage for 12 days, causing significant inconvenience. What is even more concerning is the complete lack of communication. My family and I have had to call the garage every day to request updates, as no one proactively contacts us. On several occasions we have been promised call-backs that never happened.Yesterday, due to our frustration, we specifically requested to speak with a senior manager and were assured that someone would contact us. Once again, no call was received.As a Mercedes-Benz customer, I expect a far higher standard of service. The ongoing delays, failure to repair the vehicle, and lack of communication have left us extremely disappointed.

Hi there. I brought a car around a month and a half ago from you and it only had one key. The salesman only told me this just before I took the car and said he will sort me a new key. I chased him for weeks via email. Before Aaron left he sorted the replacement key but I had to travel back to Ashford for this. I called Ashford and asked if it can be sent to Maidstone instead as that’s easier for me to get to. No one has come back to me yet. The previous owner of the vehicle still has the spare key and I still don’t have my second yet.