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.

My new car has serious safety defects (known by Mercedes) I took the car back to the garage on the 13th may they said they would let me know when it was repaired. I phoned on the 20th and was told after I said i knew about the faults that they had to get updates from Mercedes the lady said again she would keep me updated. I phoned today at 12 promised a call back. Phoned at 3 promised a call back. Phoned at 4.30 lady said the car was going into the garage later to have fixes as advised by Mercedes. I feel as if I’m getting the run around and am not happy with the lack of communication as I’ve said in three weeks not one phone call without me phoning several times trying to get a call back. This is the third car I’ve brought off the dealership I expect better

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