I left my car with you today for a small repair to one of my rims. As usual, the lady in recepetion was extremely helpful. Dan from the Body Shop delat with me throughout and too was very helpful. The repair was carried out swiftly to a very high standard. So nice to have a good experience! Well done Dan and thank you!

The dealership does not feel premium when compared to other high end dealerships. For example, Barretts BMW across the road. Cars were dirty, there were no premium cars in the showroom. It all felt very industrial and trade like.

My experience with lookers Ashford have not been pleasant. I bought a car from them, I received the car 2 days later than agreed, said because it was Bank Holiday that they were trying to fix some stuff. By the time I took the car, they informed me that I still needed to bring the car back the next week to spray a scratch on one of the doors which I did. By the time I took the car, I realised that check engine light on the dashboard, I called them and they checked and say it was sensor problems, I was under warranty, they fixed it. I took the car home 2 days later the check engine light was on again, I called and took it back, they apologised and still said it was a sensor problem and it was fixed. I never realised that I did not even have a wheel lock in the car until the day I had a flat tyre, called mechanic, they came to me, only to find out that there was no wheel lock in the wheel lock box given to me, it was over the weekend, when I called they said servicing team was not working, IT was one of the most stressful day of my life and it was on my wedding day and it cost me money, I had to call RAC who came with master keys the next day. When I got to lookers, they said I will have to pay to get the wheel lock charged, after much argument I saw the sales guy who sold the car to me, he then agreed that they will replace the wheel lock at their own expense. When I went to buy this car, my girlfriend who is now my wife was there with me, it came with a 15 months warranty, the sales man told us about servicing that my next servicing in a year would be free. I took his word for it, fast forward 11 months later I called to book my car for servicing, I informed them our agreement as at when ii bought the car, I told them who sold the car to me and appointment was booked. I took the car to them on the day, dropped it off only for them to call me to tell me that they have checked and there was no record of that on their system, I informed them who I had the conversation with and they said they have spoken to him and he denied telling us that, they now gave me a quotation to service the car, I asked them not to touch my car. The sole reason why I bought the car from a Mercedes dealership at a more expensive price was thrown into the mud. My experience has been very awful.

Dear AaronWe have not bought the car from Brighton showroom , but from Lookers dealership. Lookers should have one standard rather than different branches having different standards. So for us front facing showroom is Ashford and all things behind the scenes and interbranch dealings should be done by the team and not by us. I am surprised to hear that we you are referring to Brighton branch to pay for the tyre change when we have made all dealing with Ashford. So please do arrive at a conclusion on this and revert back since for us we have ordered / paid/ taken delivery of car from Ashford Lookers.In the website - all vehicles show as Lookers and not as separate branches and did not mention as different rules apply for different branches. In that background, what I have mentioned is very valid and should be rectified.regardsSridhar Subramanian

I am writing to raise a formal complaint regarding the last-minute cancellation of my scheduled service appointment. The booking had been confirmed for today and arranged for a while from your website , yet I was only informed this morning that it would not go ahead.This is completely unacceptable. I had taken a day off work specifically to attend, resulting in both inconvenience and loss of income. The service is not even due until 16th December, so there was no reason for it to be cancelled without proper notice or explanation.I expect a clear explanation for why this occurred and what measures you will take to prevent such poor communication in the future.I also request that my service be rebooked as a matter of priority at a time convenient to me, and that appropriate compensation be offered for the disruption caused.I look forward to your prompt response.Luigi De Siano07989286555Mercedes Eqa reg GL74 SMO

Friendly and professional sales people.

PLEASE SEE ATTACHMENT FOR THE COMPLAINT.

I received all the information I needed and the test drive was well managed.

After leaving a ‘one’ star review for you on Trust pilot and Google your customer service and complaint resolution team has asked me to reach out to you.I am happy to discuss the issues raised in the review below.Review:I have waited three 3 years to write a review as I wanted to give my experience from buying the car to servicing it over a long period.Firstly, buying the car was a great experience. Dion, the sales guy was brilliant, he couldn’t do enough to help and made the purchase a great experience. The problems and reason for the low rating arise from the servicing department.I have a 4-year service plan with them, and on my first service there was a problem that needed work carried out. Initially I was told by the service manager that the work would be carried out under warranty. Later on, upon collection I was told I would have to pay for the work. A discussion was had where I had to point out that I had already been told it would be carried out under warranty and showed that quite clearly this type of repair was covered under the warranty terms and conditions so no payment from me was required. It was eventually repaired under warranty. Upon collection, even though I was told it was part of their service the car had not been cleaned as promised by the valeting team.Second Service: I was told I needed new front brake pads. The quote for this work was just under £400 (for 2 pads?????) This was really expensive, three times the amount I paid another garage to carry out the same work. And once again the car was not cleaned as promised. I was told at the time they have been having issues with their cleaning team and to pop back when I have time and they will try and get it cleaned?Third Service: This is where the real problems start. Firstly, on the video health check the technician measures two tyres; one at 3.6mm and one at 3.7mm and strongly recommends that as they are at 3mm (AMBER ALERT) (sorry they are closer to 4mm not 3mm as you say) to replace these. They then proceed to tell that the two front spring links need replacing. This is possible as it is shown on the MOT that both have slight play. The service agent calls me and asks if I want these replaced. I ask about the cost and they quote over £1600 to replace two new spring links. I ask why so expensive and the say that their labour rate of £247 per hour is in line with other premium brands and that the parts alone are over £900 !!! This quote seemed really extortionate, so I rang other Mercedes dealerships outside of the Lookers group and could not believe what they told me. The same parts are available from Mercedes for just over £500 inc VAT! That is nearly half of what Lookers are trying to charge for the same parts!!!! Understandably I turned the work down from them.. On collection the car did not look cleaned (surprise, surprise) so I asked again why it wasn’t cleaned. The service agent came to see the car and said it had been cleaned as you can see the watermarks? but agreed it was a very poor job and had not been cleaned properly. Funny, but he went on to say they have been having issues with their cleaning team and to pop back when I have time and they will try and get it cleaned? – Really! this seems to be a constant problem that has gone on for at least three years, and if you can’t clean a car when you are scheduled too, what chance is there for a ‘drop in clean’?The overall service experience is very poor, customer service is sub-standard by any measure. The scaremongering techniques used to pressure you into to buying tyres that are well within the legal limit is appalling. The extortionate price for parts is blatant profiteering and leaves a really bad taste in the mouth. Lookers Ashford are just using the customers as cash cows because they own a Mercedes. There is no premium brand experience, just extortionate prices. They can’t even clean a car properly for goodness’s sake.My advice after 3 years is to steer well clear if you need any work carried out on your car that cannot be covered under warranty. Find a good local garage that can do the work at reasonable prices or if you want to stay with Mercedes then go to another franchise that does not rip-you off like Lookers Ashford.I have had the experience of many ‘Premium’ main dealers having owned BMW,s Jaguars and other lesser brands in the past but your service has unfortunately been the worst I have experienced. I also currently own a Lexus SUV and the Service department from Lexus has been excellent (with both warranty and non warranty work) a second to none service on all levels. They really know how to treat their customers with respect and dignity. It might be one of the reasons we have bought 5 cars from them over the last eight years. I have never picked up a car from Lexus that has not been through a proper clean in all the years and services we have been with them. I like my Mercedes vehicle but the experience with your service department is not one I can say has been pleasant. I expect to pay a bit more through a main dealer but your pricing policy is one step away from robbery. How can you justify charging nearly £500 more for parts that are readily available at other main dealers, it is just scandalous.

Having mentioned the poor tasting cappuccino from the coffee machine in the service waiting area in the past, I was pleasantly surprised to find that it has improved massively.Well done Lookers (Ashford), I thoroughly enjoyed my cup today and look forward to seeing youagain soon.Bob Taupin.