Dear Ashford MercedesI have an on running issues with my Mercedes C Class GN24SMX which I bought new from you in March 2024. 3 times the car has been in to rectify 2 issues - 1. The auto dipping high been has never worked 2. The rear brakes are sticking on causing terrible fuel economy.These issues still remain outstanding and we’re basically ignored at the last service a few weeks.Today, the brake issues reappeared on my journey to and from work reducing my fuel economy form the usual 50-53mpg to 28. This clearly is unacceptable and I would like this fixed properly.I’m reaching out here to give you 1 last chance before escalating to Mercedes UK.

Dear Mercedes-Benz of Ashford Manager,I am writing to formally raise a complaint regarding the handling of my vehicle at your workshop over the past few months, and to request a resolution without any further charges to me.In January, I brought my vehicle in for an engine warning light, which was also accompanied by a timer warning indicating the engine would not start once the remaining miles ran out. I paid £370.80 for a diagnostic check, however I was told that nothing could be identified from the scan and was sent away without a resolution. The engine light returned in February, at which point I was told the NOx sensors needed replacing and specifically that both the upstream and downstream sensors had to be replaced together, as it was not possible to change just one. I did not explicitly authorise this work, yet I was informed it had already been approved and the repair proceeded without my consent.When I came to collect the vehicle, I was presented with a bill exceeding £1,300. Since I had not authorised the work, we negotiated and I paid £800 which I did in good faith.Less than a month later, the engine light returned. I paid a further diagnostic fee and was told the issue was an AdBlue pipe, which was fixed. The total charge for that visit was over £300.Within 48 hours of collecting my vehicle, the engine light came on again. I brought the car back in and was told again that both NOx sensors need replacing. I was then informed that only the downstream sensor was covered under the previous repair, and that I would need to pay an additional £500+ for the upstream sensor.I want to be clear about my position:1. I was explicitly told both sensors had to be changed together, yet your engineer's notes apparently only record the downstream sensor. Either both were changed and I am being misled, or only one was changed despite being told otherwise. Either way, I was not given accurate information.2. If only the downstream sensor was replaced and the upstream was left, it is entirely reasonable to conclude that the incomplete repair has contributed to the upstream sensor now failing, meaning the work carried out at your workshop has caused or worsened the current issue.3. I have now paid well over £1,450 across multiple visits, and my car is in no better condition than when I first brought it in.I am requesting that your workshop carry out the necessary NOx sensor repair at no additional cost to me, given the inconsistency in what I was told, the lack of proper authorisation for the original work, and the likelihood that your incomplete repair has caused the current fault.I would appreciate a response within 7 days. If this cannot be resolved directly, I will have no choice but to escalate the matter to Mercedes-Benz UK and, if necessary, seek advice through Trading Standards or the Motor Ombudsman.I look forward to your prompt response.Yours sincerely,Emmanuel Owoseni07766722912PN15 SWW

Dear Mercedes Benz Ashford,I just wanted to complement you or rather two of your staff members on the exceptional service and help they provided to me to Tuesday 14th April.I unfortunately got into an accident and was desperately trying to get help so I could get my car fixed having failed to get anywhere at another Mercedes dealership.Such was my desperation I drove 62mile around trip to Ashford to try and seek help.The first person I would like to compliment is your receptionist unfortunately I didn't get her name but I walked into the showroom rather disgruntled but they way she greated me and the speed at which she helped me blew me away to be honest.Usually if I visit a Mercedes showroom like Maidstone you can be standing around for sometime and no one will, come up to you or great you it was refreshing and totally defused my bad mood instantly.Secondly I would like to thank Daniel Owens. He came and spoke to me immediately was open, honest and direct and made me thankful that I had driven all these miles to Ashford.Due to my recent experience at another Mercedes dealership I was thinking this will be my last car from the brand but Daniel's level of service and advice means I will probably buy another now and it will be from Ashford or Harrogate (where I purchased my car).Please ensure Daniel and the receptionist receive this email and that they are recognised for their service, they are truely a credit to your company and brand.Too often we are quick to leave a negative comment and tell others of our bad experiances so I wanted to ensure that you and your company are made aware of how invaluable I feel Daniel and the receptionist are not just to Mercedes Ashford but to Mercedes as a whole.Thanks to Daniel my car is now being repaired and I should have it back within a matter of weeks.He achieved this after speaking with me for 10-20 minutes whilst others seemed unable to complete this after a week.Thank you.Lincoln Polson

In December 2017 I bought a C200 Cabriolet from you.This would have been financed via a PCP and I believe that a formal complaint would be appropriate.At this stage I am reviewing the claims process and guidance provided by the FCA. However, I am open you receiving your initial response.RegardsRobert Connolly

recently work carried out £2,000, within 1 week EML came on. Took the vehicle back and now he has to have a bypass valve 600 something pounds. 2 more faults with the car both with EML pointing to the EGR. showing a problem. Merc breakdown the fist time they looked and opened it and could not believe there was a disconnected air pipe, los f air pressure. It cant come off it has been missed off. Week later yesterday EML lack of power limit mode again slow air pressure EGR system again. MB failed have failed to reconnect the engine and components. New manifold a wiring harness is not connected correctly. Wiring harness not secure around the air housing. Securing bolt missing altogether, retainer clip water pipe is broken. Very bad that the engine component are not connected

Please see today's Mercedes breakdown report. It shows that engine bolts and wiring harnesses and retaining clips, broken brackets were either missing or not attached i have photo evidence of this.It is very dangerous and the only people who worked on my car is Mercedes of Ashford fitting a inlet manifold and a EGR by pass valve so this is once again unacceptable to leave an engine that was clearly taken apart to put a new inlet manifold in and also a EGR bypass valve. If this matter is not resolved I will contact the Motor ombudsman to claim for gross negligence. The Mercedes breakdown Technician was very thorough and could not believe the car engine was not put back safley and secured. This is my second complaint the first was regarding an air hose not attached also reported by RAC Mercedes breakdown technician.We've completed your emergency Rescue.Your breakdown has now been closedWe provide emergency assistance. If permanent repairs are required, our patrol will have highlighted these below.Please take any recommended action. Repeat breakdowns for the same reason may be subject to charge.RegistrationLC16NSELocationLITTLE DANE FARM ON ELVINGTON LANE HAWKINGE FOLKESTONE: @CT187AD CT187ADMileage60347Breakdown numberI401PE688Time called2026-04-01 16:03:00The repair is permanent, and no further action is required.Comment from patrolPlease note any diagnosis made by our patrols is a suspected diagnosis and therefore should be verified by your repairing garage prior to any work being completed, or parts being ordered (if applicable)warning on dash.short test stored fault egr bypass flow to low.carried tests including smoke no leaks found.reset adaptation of boost pressure sensor. airmass.checked air filter. not dirty but not blockedtest showed all ok. fault code automatically deleted not by technician]NOTED NEW MANIFILD FITTED AND EGR BYPASS. WIRING HARNESS ON AIR FILTER BROKEN BRACKETWIRING HARNEESS NOT SECURED AROUND AIR FILTER HOUSINGSECURING BOLT MISSING HOLDING ENGINE WIRING HARNESS.RETAINER CLIP FOR WATER PIPE BROKEN.Technical detailsSignature and termsConditions

Please find attached the service report from RAC Rescue Breakdown. Attached is a photograph of the disconnected pipe, as referenced in the report. I am extremely concerned that a pipe was left disconnected by your mechanic; this is unacceptable and constitutes gross negligence, leading to the illumination of the EML light and the vehicle entering limp mode, which poses a potential safety hazard. The RAC rescue report can be accessed at: https://www.rac.co.uk/rescue-report/22bxe9u00z. ( This was forwarded to Service-MB-Ashford@lookers.co.uk )

I purchased a 48 month Assurant warranty for 1169 pounds when buying my vehicle from Mercedes Benz of Ashford.However Mercedes service cannot find any record of this policy and I have not received any confirmation despite previous enquiries.Please confirm whether the warranty has been registered and provide the policy details.If no policy exists I would expect this to be resolved or refunded.Vehicle registration KM72 CNC

Cust booked the vehicle in for a service as the customer has a service plan to cover the cost of the service. The cust took the vehicle in but was told that he would have to go and complete another 200 miles. The cust has now completed the mileage but is noot happy with the service he has receiver.

Good afternoon from SA.Im needing new insurance for by Black A180 . Sorry to say cant remember reg number. Can you please supply this.Many thanks.Eileen Peck