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

2 weeks ago I phoned to book my car in for a service, all I needed was a date. After 10 minutes plus on the phone I ended that call with the promise of a call back with a date which never came. I then phoned Mercedes. They sent me a link to book on line. The web service would not work so I had to call again.I had a date after 5 minutes, but that still took 5 minutes! But then I was forced to wait for another 5 minutes for the guy to give me a price and he would not confirm my booking until he had. Your IT systems and processes are PAINFULLY slow. My time is clearly neirther valued nor respected...

Dear vehicle complaints.I was recommended to contact you from Aaron Maplesden, a sales executive at Mercedes Ashford that was trying to sell me a car that had when I saw it :-The incorrect mileage stated by Mercedes of Canterbury, another in group Mercedes main dealer of yours showing 43,000 miles and not the correct 46,000 advertised tonight.A car without a full Mercedes service history but one that was promised could be brought up to date.A car where the garage at Mercedes of Ashford made promises that if I left a £500 deposit, they would carry out the service at Mercedes that was missing for the year, would also carry out the missing Gearbox service that was not only overdue from previous years, but which had never been carried out, and as an approved car would be able to provide me a Mercedes Approved car warranty, the requirements for a Mercedes used car had been met, all by the end of November.This has not been carried out, and so I have asked for my £500 deposit be returned and the garage and senior management have refused.Indeed the salesman in question who sent me an email today (shown at the beginning of this email) had commented previously and verbally to me that the car had been returned to him from Canterbury Mercedes, with the servicing not carried out as promised, where non approved tyres had been fitted, and even where two damaged wheels where now fitted. This meant to me that not only were all the promises for actual preparation broken, the delivery time critical to not only the garage, but to also to myself as the car was going to be a present to my wife, have been broken.I therefore have to question why the garage are refusing to return my holding deposit, and indeed are suggesting that they are worse off to deny my refund. If that is what Aaron is trying to suggest, as he has misspellings for my name, as well as the use of the word dace? which I only know as being is a small fish?I feel quite insulted by being called a small fish, what he has said to a long time Lookers customer, who bought many cars from this garage when Chris Johnson was employed by you, and also feel this is no way to talk to a Mercedes enthusiast who had in fact been a member of the Mercedes Owners Club member with my wife for some 30 odd years standing.In fact despite them now advertising the car with the correct mileage tonight, whilst casting aside my deposit which they say is now worthless, they do so in the knowledge that they are in fact better off.So can I ask again as the car is not of the quality expected or promised, and is in fact worse that when I actually left the holding deposit, after Canterbury had release the car to Ashford with damaged wheels, and not being able to deliver the car to me complete and as promised on time, and why indeed I cannot have my deposit returned, should I be considered for an additional goodwill payment for such a poor service and treatment to a loyal past customer.Perhaps you can follow up my emails of tonight to the management at Mercedes Benz of Ashford. I have also not commented to Aaron who recommended I came to you, as he looks to me as if he is struggling with his spelling of my name, and had called me a small fish being a "dace" for reasons not to refund me, which is not a name I have ever been associated before in my lifetime. Perhaps it was the Ashford Christmas party last night who knows (this is only an observation).Kind regards,Adrian Lambert.A member of the Mercedes Owners club of Great BritainAlso of the Lloyds of London Motor Club (One of the World's Oldest Motor clubs) where I worked in the Lloyds Market for over 37 years. "My word is my bond!"Can you help, as I really do feel at this rate I should be asking not only for my £500 deposit be returned, but also any interest I will have to pay my credit card provider HSBC premier for any interest due and outstanding on the £500 non payment from the garage. Especially as they have not been prejudiced, unlike me, where they are already readvertised the car for sale tonight online, whilst also with holding my deposit and are therefore £500 better offI have written to the management at the Garage but as Aaron has asked me to write to you I feel it is something he was ordering or instructing me to do.I must admit as a very good customer of Lookers in the past, I am very surprised by the reaction to what any one reasonable would do and that is to asked for their deposit be returned when the promises had not been met.But which when returned from you Canterbury dealership -for the November month end -had not had the service promised, had not had the overdue gearbox oil service carried out, ve momnth end had noend from runed fromi .nf gearbix asoit with siad they would carry out a service at------ Original Message ------From: buffy.lambert@btinternet.comTo: JoeHalford2@lookers.co.uk; MattHardy@lookers.co.uk Cc: MarkCurrie@Lookers.co.ukSent: Friday, December 12th 2025, 17:45Subject: Re: Our Recent enquiry.Dear Joe, Matt and Mark,I am sorry to trouble you, but I feel I need to come back to you after discussing my original enquiry with Joe last Friday regarding my prospective purchase of the Mercedes E350 Regn no. GK15YYS.After talking with Joe he / you did agree to refund my £500 holding deposit. and so why now the change?Perhaps I need to explain in writing the turn of events from my side being a customers point of view :-Aaron has written to me today, but he has misspelt my name, and I cannot understand the meaning of his word dace for not returning my holding deposit? I will attach a copy of his email below.After first enquiring about the car which was advertised by your Canterbury dealership I naturally asked for a few extra details, but found Finley there not able to respond by email.In fact the car was still for sale a week or so after my initial enquiry.However he did tell me the car was missing a Mercedes service for this year, had not ever had the gearbox oil filter and oil change, and was not going to be sold as an approved car. They would not fit matching tyres, would not carried out a Mercedes service which was disappointing considering it was being advertised as a low mileage one owner car with history with them.I pointed out to him also that the mileage was higher than being advertised, and he needed to be careful as customers might consider this as a means of making the car feel younger and less used, which might command a higher retail price than would otherwise be expected for a higher mileage one. Although my consumer guides were only saying the car was approx £1,000 over price.When I received Matt's email asking if he or if Ashford could be of assistance. I phoned for him directly and Aaron answered the call, saying he could help, could sell me the car as an approved car and would volunteer to service the car to Mercedes approved standards, carry out the Gearbox service as this was overdue, and then as an approved car we would get an approved Mercedes warranty.However the deal was the car would need to be sold and paid for by the end of the month.Which was fine if it had been ready, and that is why I left my £500 deposit.Aaron was at first worried about distance selling, and he said he could not deliver, and so I said well in that case I would have to leave it, as I usually trust Mercedes dealers and have my cars delivered, as previously from Mercedes of Ashford, when Chris Johnson was with you, (although that was a few years ago.when you had the box at Crystal Palace) a very enjoyable day out by the way!My Father had just died, and I am trying to sort out his estate for probate, and my wife was ill too.So Aaron then Kindly said he would be able to come over close to my house, and deliver it there to me in person, and that would be by the end of November as agreed, and due to my difficult circumstances did in the end agree to bring the car to me in person to my home address.I was concerned that your workshop would not be able to deliver on time, but he said it was with the Canterbury workshop, and as they were the same group as Ashford everything would still be ok. I then mentioned that after I had spoken to Finley originally his standards for the car were not to the same standard as yours i.e. Mercedes approved. Aaron said everything would be ok.So Aaron then updated me to say we had a problem in that the car has been returned all of the servicing had not been carried out (which is what I had said would happened and he assured me it would not) Aaron then said not only that, but unfortunately the car had now come back with a non standard tyre fitted that needed to be replaced, and worse of all the car had two damaged wheels? It would not now be ready for the end of November as agreed.He asked my to pay for the car in advance for the end of the month, with the damaged wheels, you could then also finish the servicing of the car, and change the tyre that was not a recommended one. Delivery was going to be delayed into December.I naturally said Aaron the car is not as promised, is now in a worse condition that when I enquired, and is not satisfying the verbal agreement we had that the car that would be ready for the end of November. In fact I said as such to Aaron as to why should I pay the price for the car requested as afterall, even though I respect your honesty I do not want to pay for the car in a worse condition than we had expected.I had intended for the car to be as a present for my wife to help us clear dad's house after his death, and we then had a letter from Mercedes warranty services to say they would not be able to approve any extended warranty, which is what we had also wanted as an approved car, for any car over 10 years old? i.e. the same would apply for our intended purchase.So not only was the car now not as described, not also on time, and was not going to be a Mercedes approved car, with a Mercedes approved warranty?Aaron could not also supply me with a Mercedes used car margin approved order form which I know from previous experience is a MB warranty requirement.All things considered and after discussing this with my wife as decided to request Aaron for my holding deposit be returned.To be fair to Lookers I then said he could re-advertise the car removing my holding deposit and he might actually find someone else to buy it, as he still had the weekend at the end of November to do so.I have being overlooking the Lookers web site and have never seen the car re-advertised, but Aaron told me when I chased for my holding deposit be returned yesterday, that he first felt the car had already been sold, and then correct himself to say it was actually outside the showroom for sale.I therefore see no reason for my holding deposit being held as you have either sold or have it now up for sale. and I would prefer this to be refunded to me asap.So even at the season of goodwill for the reasons stated above, and the fact you have already re-advertised the car and removed my holding deposit I cannot see how Lookers have been prejudiced in any way.Yours Sincerely,Adrian Lambert.PS. Aaron email to me today with various mistakes.RE: : E350 Estate GK15YXSAMTo: buffy.lambert ;12/12/2025 09:571Good morning, Ardian,Having spoken to my senior management the refund will not be given back due to the dace we have prepped a car the way you asked us to and then cancelled leaving us with the cost of the work.If you wish to take this further, please email Vehiclecomplaints@lookers.co.ukKind regardsAaronAaron MaplesdenSales ExecutiveMercedes-Benz of AshfordMonument Way, Orbital Park | Ashford | TN24 0HBT: 01233 505 400lookers.co.uk/mercedes-benzFrom: buffy.lambertSent: 10 December 2025 14:39To: Aaron MaplesdenSubject: Re: : E350 Estate GK15YXSExternal Sender:Confirm legitimacy before acting.Hello Aaron -quick question. Why are you not re-advertising your car? Does it have any problem?Also any news on when we can expect our deposit back if it has already been sold to someone else?I am needing to pay for my Father's funeral expenses on the same card, and so I could do with the return of the £500 as soon as really.Thanks AdrianAdrian Lambert.------message ------From: MattHardy@lookers.co.ukTo: buffy.lambert@btinternet.comSent: Monday, November 24th 2025, 11:48Subject: Thank you for your EnquiryDear Mr Lambert,Thank you for your recent enquiry with our Mercedes-Benz Canterbury store. We sincerely appreciate your interest and the opportunity to assist you.I just wanted to ensure that you were well looked after and to ask if there is anything further, we can support you with. Mercedes-Benz are currently offering extended discounts on new vehicles as part of their Cyber Event which may be of interest to you. These offers will only run until December 1st.Please do feel free to reach out should you require any additional information or assistance.Kind regards,Matt HardyMarket Area DirectorMercedes-Benz of AshfordMonument Way, Orbital Park | Ashford | TN24 0HBT: 01233 505 400 M: 07779913341lookers.co.uk/mercedes-benz

The infotainment is not very good particularly in the 2016 brand. It is not touch screen and clunky to use.