Friendly and attentive service

Dear Sirs,Please be advised that I am writing to formally reject the vehicle I purchased from Lookers Ashford under the Consumer Rights Act 2015.On 3rd January 2026, I bought the Mercedes A35 vehicle registration number GF22 PDY from Lookers in Ashford. When I arrived to pick up the vehicle, I conducted a visual check and found evidence of rodent activity in the boot in the form of chewed plastic particles and a chewed tyre inflator wiring. The sales advisor ultimately replaced the inflator however this was not a good start. The vehicle was also dirty, so had not been cleaned even though this was promised to me.Since the purchase, I have discovered that the vehicle is “not of satisfactory quality” due to an as yet undiagnosed gearbox related issue and a four wheel drive system clonking noise which was evident almost as soon as I drove out of the dealership. In fact, I returned straight away to report this however was told this is "normal." I do not believe this to be correct.On the 12th January I advised the sales advisor, Riley of the gearbox related issueby phone call, stating that I wanted the car to be looked at by the Lookers team as part of the purchase warranty. After several phone calls during which time Lookers could not coodinate, it was finally arranged that the car would be collected on 28 January 2026, which was 2 weeks after I reported the gearbox problems.Since Lookers have had the vehicle, the communication has been utterly appalling. I have had to repeatedly chase for any sort of updates, and when speaking to the service department, they had absolutely no idea what was going on with the car. There has been almost no proactive communication from the Lookers team, with the majority of contact being made by myself.I have been pushed from pillar to post with no signal of resolution. I have lost confidence in Lookers as a company and in this vehicle. I have no faith in the vehicles safety and reliability, particularly as it was supposed to have undergone a series of thorough checks prior to my purchase, however was clearly sold to me with an existing issue.I respectfully request a full refund on the basis that I have been more than fair and reasonable with Lookers however I have not had that same respect given to me.I am sure that I don’t need to advise you that under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described whereas this car fails to meet these standards and as the fault was identified within 30 days of purchase, I am exercising my short-term right to reject the vehicle and I ask that arrangements are made for the full reimbursement.In addition, please treat this as formal written notice of an official Subject Access Request for any and all communications with and/or about myself and the vehicle in question. This includes but is not limited to phone call recordings/transcripts, emails and internal communications, which I trust you will be reviewing as part of your investigation into this issue.I would be grateful if this could be resolved swiftly as it has now been dragging on for almost 1 month and having given Lookers more than adequate time to repair the vehicle, and also having previously requested a refund, this is now getting beyond ridiculous.I look forward to your swift response.Regards

The environment was cluttered and welcoming due to the refurbishment

The sales advisor was to send me a form to complete so he could evaluate my current car. Nothing came and I got impression he was not interested.

Friendly, approachable sales staff.

I am writing to formally submit a complaint regarding my recent vehicle sale to Lookers Ashford and to seek appropriate compensation for the issues I experienced throughout this transaction.For clarity, the sequence of events is as follows:• On 28 January, I handed over my vehicle and was informed that the outstanding documentation would be emailed to me later that same day. This did not happen. I had to chase repeatedly over the following days before receiving any response.• I was explicitly assured that payment would be made on Friday, 31 January. However, the funds were not received until 3 February.• On 28 January, I waited over 45 minutes at your premises before being asked to leave due to internal printer issues, with assurances that everything would be handled promptly.• Multiple administrative errors occurred, including incorrect documentation being sent on several occasions.• Most seriously, my personal information was incorrectly sent to a third party, raising significant concerns regarding your data protection procedures and internal controls.Although payment has now been received, the delay, lack of communication, repeated administrative failures, and mishandling of my personal data caused unnecessary stress, disruption to my personal arrangements, and financial inconvenience.As a direct result of the delayed payment, I also incurred an additional DVLA charge of £60, which should be reimbursed in full.In light of the above, I am seeking the following:• Reimbursement of DVLA cost: £60• Compensation for delayed payment, service failures, administrative errors, and data handling concerns: £740Total compensation sought: £800I trust this matter will be treated seriously. Please confirm within 7 days how you intend to resolve this complaint.I look forward to your prompt response.Kind regards,Ka Kin Lim從我的iPhone傳送Dear all,Thank you for your phone call.For clarity, I do not accept that this matter is closed.As previously requested, please provide your full response in writing, including confirmation of your position regarding my complaint and compensation claim.I will only respond to written communication.Kind regards,Ka Kin從我的iPhone傳送Vehicle Complaints於2026年2月11日 10:28寫道：Dear Sir / Madam,I am writing to formally escalate a complaint concerning a vehicle sale transaction handled by Lookers Ashford, operating under Mercedes-Benz UK and part of Lookers plc.I attach supporting evidence to this email.The purpose of this correspondence is to raise serious concerns regarding payment handling, administrative failures, and the mishandling of my personal data.1. Payment handling and processing concernsI delivered my vehicle on 28 January and was explicitly informed that payment would be made on Friday, 31 January.However, funds were not received until 3 February.While I note the dealership’s reference to a general “3–5 working day” timeframe, my understanding was based on the specific assurance provided to me.I now formally request that you review your internal processing records and confirm:• The exact date the payment was authorised• The exact date the transfer was initiated from your bank• Whether any action was taken between 29–31 January in relation to my paymentBased on the timing of the funds received, it appears that the transfer may only have been initiated on Monday, 3 February. If so, this would directly contradict the assurance given to me.I expect full transparency in this regard.2. Administrative failuresThroughout the transaction, I experienced repeated administrative errors, including:• Multiple incorrect versions of documentation being issued• Incorrect telephone numbers being recorded and circulated on three separate occasions• A lack of written communication despite repeated follow-ups• Waiting over 45 minutes at the dealership due to internal operational issues, after which I was asked to leave with assurances that paperwork would be sent the same day (which did not occur)3. Personal data mishandling / potential data breachDocumentation containing my personal information was sent in error to third parties.In one instance, my neighbour received communications relating to my transaction. I have retained screenshots evidencing this disclosure.The repeated circulation of incorrect personal data and the disclosure to unrelated individuals raises serious concerns regarding compliance with UK GDPR and internal data protection controls.I therefore request written confirmation of:• Whether this incident has been formally logged as a data breach• Whether it has been assessed under UK GDPR reporting requirements• Whether the matter has been reported to the Information Commissioner’s Office (ICO), if applicable• What remedial measures have been implementedIn light of the above, I also request a formal review of my compensation claim, including reimbursement of the DVLA charge and compensation for the disruption, repeated errors, and data protection concerns.Please provide a full written response within 14 days.Kind regards,Mr Lim

Dion Ford was absolutely excellent, the perfect blend of knowledge and communication for sales of such a quality product, although in the end I didn’t purchase, this was not due to anything within Dion’s control. He is a great asset to Mercedes as a brand , thanks Dion 🙏

Peter was a star, straight away greeted us in the car park and invited us in, showed us the best deal and was extremely lovely the whole time. My first time ever buying a car from a dealership & to be honest I would like to stay with Mercedes in the future. Peter explained everything to us and honestly was such a lovely experience!

Dear Sir / Madam,I am writing to formally escalate a complaint regarding the handling of the sale of my vehicle (Mercedes-Benz GLC, registration GY68FWP) and the financial loss and disruption caused as a direct result of your dealership’s actions.Timeline• On Wednesday 28 January at approximately 13:30, I completed all documentation and handed over my vehicle.• At that time, I was clearly advised that the funds would be received on Friday.• When payment did not arrive, I was subsequently informed that “payments can take up to 5 working days” and that the payment had been processed.However, the attached NatWest payment instruction record shows:• The payment instruction was only CREATED at 14:02 on Friday 30 January.• It was still “Waiting for approval.”• The “Date to leave account” was 2 February.• Funds were not received until Monday 2 February.This confirms that the payment process was not initiated until Friday afternoon, despite documentation being completed on Wednesday. The issue is not banking timescales, but the failure to initiate payment within a reasonable timeframe and the incorrect advice provided regarding receipt of funds.The reference to “5 working days” was only communicated after the promised Friday payment failed to materialise. This was not disclosed at the point of transaction.ConsequencesI had arranged a subsequent vehicle purchase for the weekend based on the clear advice that funds would be received on Friday. Due to the delayed transfer, that purchase fell through and I lost the opportunity to secure the vehicle at the agreed price.As a direct result, I was required to hire a replacement vehicle to maintain daily commitments, including school transport for my child and work obligations.Hire costs incurred to date:• Discover Cars – £695.13• U-Save Rental – £351.00Total: £1,046.13These costs were reasonably and foreseeably incurred as a direct consequence of the delay and incorrect advice.I am also now required to re-enter the vehicle search process and anticipate ongoing hire costs until a suitable replacement vehicle is secured.Resolution SoughtI am seeking:1. Full reimbursement of £1,046.13 hire costs incurred to date.2. Confirmation that reasonable ongoing hire costs will be covered until a replacement vehicle is secured.3. An appropriate goodwill payment in recognition of the disruption and loss caused.4. A written explanation as to why the payment instruction was not created until Friday afternoon.I trust this matter can be resolved promptly at group level. I look forward to your response.Kind regards,Kam Chuen Cheng

My partner and I were very impressed with the service we received when we purchased a car reg,GD71YDU.James was very helpful and Beverley was delightful supplying us with drinks when required. Mind you I would not expect any thing less from yourselves. Thank you for a very pleasant experience.Kind regardsGeorge and Pam