Welcoming

Very efficient with my enquiry. And very pleasant on the phone

Wide range of vehicles, friendly welcoming staff, felt no pressure in browsing the forecourt

Always a great experience

Spoke to Joe who covered all of my questions and we agreed a 'next steps' plan.

I am still awaiting a reply from you regarding the complaint I made .I received an e mail on 17/12/2025 saying you would contact me within 14 days .This has not happened so if I do not receive further communication by 14/01/2026 I will escalate this further

I am writing to submit a formal complaint regarding an Approved Used Mercedes-Benz vehicle purchased from Mercedes-Benz of Ashford, part of the Lookers group.Vehicle and purchase details:The vehicle was handed over to me on 26 November 2025.（It should on 24 Nov 2025，But the bottom of the car is broken.）Issue summary:Within two days of normal use, I discovered a serious refuelling fault. The vehicle cannot be refuelled under normal conditions, as the fuel nozzle shuts off almost immediately. Fuel can only be added at an abnormally slow rate. This issue is consistent, repeatable, and occurs regardless of refuelling method, location, or operator.Attempts to resolve:The vehicle was inspected at Mercedes-Benz West London on 8 December 2024 and then returned to Mercedes-Benz of Ashford on 12 December 2024. I have received written confirmation from the supplying retailer that:• The issue is caused by a fault in the fuel tank• All EVAP and ventilation components have been inspected• This behaviour is not normal• The proposed remedy is replacement of the fuel tankDespite these steps, the vehicle has not been returned to me in a fully repaired and usable condition.Impact:Although I completed the purchase and took delivery, I have effectively never been able to use the vehicle. The fault appeared almost immediately after handover and affects a basic function of the vehicle. While a courtesy vehicle has been provided, this does not compensate for the extended period during which the purchased vehicle was unavailable for use.Resolution sought:Given that the vehicle was not fit for purpose at the point of sale and remains unresolved, I am formally requesting:1. Rejection of the vehicle and cancellation of the purchase2. Reimbursement of the purchase price3. Reimbursement of unavoidable costs incurred, including motor insurance, Vehicle Excise Duty, reasonable travel expenses to and from the dealership, and consideration of the time and inconvenience caused.I have attempted to resolve this matter directly with the supplying dealer, but given the lack of a satisfactory outcome, I am now escalating the complaint to Lookers Group for review and appropriate action.Please confirm receipt of this complaint and advise on the next steps.

Great experience at Lookers Ashford. Riley was courageous and friendly and had good product knowledge. He was keen to fulfill my requirements! I am currently working on making my garage opening wider as the car I require won’t fit through the door. Will be in touch.

The car was advertised by Canterbury at first and they had misquoted the mileage on the car by 3,000 miles. Likewise they had at least 3 other cars at the time advertised with the same issue. They said they would not be making the car an Approved Mercedes, but their sister dealer MB of Ashford said they would make it an approved Mercedes. However on discovering MD warranty services wouldn't provide a Mercedes warranty it was never going to be what we felt was approved from a Main Mercedes dealership. The car was delivered by MB Canterbury to MB Ashford with two damaged wheels and a non approved tyre. Promised delivery dates were missed and when reported to the General Manager he refused to accept my complaint to begin with and was essentially trying to hold my holding deposit at first for his prep costs (which were to make it an Approved car?) and so all in all it has left a very sour taste of not being listened to as to try and help the Garage improve. In fact I should really change my grade to nil out of 5 if I am honest, but Aaron the Salesman made an effect did his best and so that must be worth an extra point. This is very disappointing from a past customer or MB Ashford, and a longtime member of the Mercedes Owners club. Attitude and service need to be improved at both MB Canterbury and also at MB Ashford.

scanned document in attachments from customer