The car I had booked to test drive, the Mayer had taken it out and the sales person didn’t know when it was coming back

To: General ManagerLookers Mercedes-Benz of AshfordAddress: Monument Way, Orbital Park, Ashford, Kent, TN24 0HBDate: 2 February 2026Vehicle Registration: KJ66FEMFinance Agreement No: 000033788699Dear Sir/Madam,I am writing to formally raise a complaint regarding a Mercedes-Benz vehicle purchased from Lookers Mercedes-Benz of Ashford in June 2023. The vehicle is subject to a finance agreement, with an outstanding balance of approximately £12,500.Background and Mileage DiscrepancyAt the point of sale, the vehicle was described and sold to me with a recorded mileage of 53,415 miles. However, recent investigations into the DVLA MOT history have identified a significant mileage inconsistency, namely:• 21 February 2020: 68,066 miles recorded• 30 June 2020: 29,884 miles recorded• June 2023: Vehicle sold to me at 53,415 milesThis history strongly indicates that the vehicle’s mileage had been reduced prior to my purchase. This discrepancy was not disclosed to me at the time of sale.Mechanical Issues and Financial LossIn January 2025, the vehicle developed serious engine issues, requiring repairs costing £3,500. Unfortunately, the engine has now suffered a further catastrophic failure and is currently non-operational.The vehicle is presently with my independent mechanic, who is in the process of preparing a full technical report and a detailed repair estimate, including confirmation as to whether the vehicle is uneconomical to repair. I will forward this report and estimate as soon as they are available.Given the mileage discrepancy, I am extremely concerned that the vehicle was not accurately represented at the time of sale and that the true mileage and condition were not disclosed. Had I been made aware of these issues, I would not have proceeded with the purchase on the same terms.Legal Position and Requested ResolutionBased on the above, I believe the vehicle may not have been supplied in accordance with the Consumer Rights Act 2015, in particular that it was not as described and not of satisfactory quality. As the vehicle was purchased on finance, I also understand that the finance provider may share responsibility under the Consumer Credit Act 1974.At this stage, I am seeking your formal response to this complaint and your proposals for resolving the matter fairly. This may include, but is not limited to, discussion around rejection of the vehicle, settlement of the outstanding finance, and reimbursement of costs incurred as a result of these issues.I would appreciate your acknowledgement of this complaint and a substantive response within 14 days. I hope this matter can be resolved amicably and without the need for further escalation. Should it remain unresolved, I will consider referring the matter to the appropriate ombudsman schemes.Yours faithfully,GOVIND KUMAR07931703397EMAIL – GOVINDKUMAR@BTINTERNET.COM

Six days after purchasing the vehicle in cash for £23,520 on Wed 14th Jan, the entertainment screen stopped working. Shortly afterwards, I began receiving multiple error messages, including a 12V battery warning. These issues progressively worsened and on 23rd, Fri morning the vehicle completely failed, leaving it impossible to unlock or open the car. As a result, the vehicle broke down on my driveway and was unusable. I was unable to get to work on time and had to make other arrangements.The vehicle was then recovered on Friday night by the RAC. The RAC technician advised that the fault is consistent with a failing 12V battery. While I understand that the battery may currently show as charged and not actively displaying a fault, the technician confirmed that the battery is approximately six years old and has been repeatedly drained. On this basis, he strongly recommended that the battery be replaced to prevent further failure.Despite this professional assessment, I have been informed that the Hemel Hempstead dealership is not currently willing to replace the battery. I am extremely concerned by this decision, as I do not feel it is safe or reasonable to drive the vehicle given the risk of a repeat failure, particularly after the car has already become completely inoperable.In addition, I am concerned by the handling of the vehicle following recovery. The car remained in the compound from Saturday 24th until Tuesday 27th, and work did not commence until yesterday. During this time, there was no meaningful communication or update provided to me regarding progress or expected timescales apart until I chased this up with Linda, from after sales at Ashford who managed to find out that the car was still in the compound.Given that this vehicle was purchased less than one week before these issues arose, I believe the car does not meet the standards required under the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose and as described.I am therefore requesting an urgent resolution, including:1. Replacement of the 12V battery in line with the RAC recommendation2. Reimbursement of excess cover costs3. Clear confirmation that the vehicle is safe and reliable to drive.I am formally notifying you that this fault occurred within 6 days of purchase. I am concerned about the risk of reoccurrence and I am reserving my rights under the Consumer Rights Act 2015, including my right to reject should the fault persist or reoccur.

As far as I can see everything was carried out but I was told that my car would be washed and it wasn’tI had thought that was part of Mercedes service as it always used to be and was very disappointed to see it wasn’t doneSent from Susan’s iPhone 11

Riley was excellent, he was informative, helpful and not ridiculously pushy as some of the salespeople at the other dealerships were.

I call mercedes Ashford on Thursday about one car that I see on Autotrader. They said we can do appointment on Saturday, check the car and if I like buy it. On Saturday before I travel I go on Autotrader again to view the car and was gone. So I called Mercedes ask whats happened and they said was sold... Its not right. Can you imagine if I didn't check I will travel 3 hours for nothing! Poor service!

We were expecting an email with quotes for vehicles discussed and did not receive them. Also we sent an email to cancel an appointment and request some figures for a vehicle and did not get a reply.

please see attached scanned post

no issues Dieon was very helpful

Still waiting for someone to get back to following a phone call