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.

Always a pleasure, so thank you

Always a pleasure, so thank you

I felt valued and Adam looked after me and it all felt very friendly

I sent an complaint email to you on Friday 10th of October still I haven’t received any response

Pleasant member of staff.

Dear Customer Service Team,I hope this message finds you well. I am writing to raise a formal concern regarding the recent service and MOT experience with my vehicle, as well as the manner in which I was treated during a subsequent visit to Lookers Mercedes-Benz Ashford.I have been a loyal Mercedes-Benz customer for approximately nine to ten years and have always trusted the professionalism and quality of your service.For the past two to three years, the engine warning light in my vehicle has been illuminated. Each time I brought the car in for service, I was advised that this was related to a computer system fault and simply required a reset. The vehicle passed its MOT each year without issue.At my most recent visit, I was informed that a component was broken and agreed to have it repaired, regardless of cost. Shortly afterward, I was contacted and told that the “Blue Box” was also faulty, and that because the engine light was on, the MOT had not been carried out as it would fail automatically. I was further advised that if might be best for me to consider buying a new car. ( As they already aware that I am looking to purchase another car).Following this advice, I took my vehicle to an independent garage for a second opinion. They completed the MOT without difficulty and the vehicle passed. This outcome left me questioning the accuracy and fairness of the advice and service I received from your dealership. Mind that two issues on the car still exists.Two days later, I visited Lookers Mercedes-Benz Ashford to explore purchasing a new vehicle. Unfortunately, the experience there was disappointing. The attitude of the sales representative and some members of the team came across as condescending and dismissive. My husband, who accompanied me and is an experienced businessman, and I both felt that we were being viewed as “difficult customers” simply because we were asking reasonable questions and not immediately agreeing to proceed with the sale.I was saddened by this experience, as I have always associated Mercedes-Benz with integrity, respect, and customer care. I would appreciate it if you could review the handling of both the service and the interaction at your Ashford branch, and provide me with an explanation and reassurance that these concerns will be taken seriously.I remain a long-standing customer and hope that this matter can be resolved in a constructive way that restores my confidence in the brand.Kind regards,Parastoo Hosseini