Subject: Formal Complaint Regarding the Handling of My Vehicle Recovery, Repair and Customer ServiceKristina FoordMercedes CLA 45Reg B16KRFscoobykreg@hotmail.co.uk07789761968Dear Mercedes-Benz Customer Services,I am writing to raise a formal complaint regarding the handling of my vehicle following its breakdown, the subsequent repair process, and the level of customer service I have received. While the initial response from Mercedes-Benz Breakdown Assistance was excellent, the service I have experienced since my vehicle was recovered has been wholly unacceptable.On 24 June, my car broke down while I was driving. The vehicle had to be recovered and was taken to my parents' house, as I was visiting them at the time.The following day, I contacted Mercedes-Benz Breakdown Assistance, as I have breakdown cover with Mercedes. A technician attended and attempted to start the vehicle but was unsuccessful. He advised me that the transmission was not communicating with the engine and that the vehicle would need to be recovered to a Mercedes-Benz dealership for diagnosis and repair.I explained to the technician that I live in Liverpool and asked for the vehicle to be taken to my local Mercedes-Benz dealership. I was initially told this would not be a problem. However, after making a phone call, the technician informed me that Mercedes-Benz would only recover the vehicle to the nearest dealership, which was Canterbury Mercedes-Benz. He reassured me that once the repairs had been completed, my vehicle would be delivered back to my home in Liverpool.The technician also arranged a hire car so that I could return home while my vehicle was being repaired. At this stage, I was extremely impressed with the service I had received and was very grateful for the assistance provided.As it was approaching the weekend, I allowed time for the recovery process to take place. However, by the following Monday, I had received no communication whatsoever regarding my vehicle or even confirmation of where it had been taken. I therefore contacted Canterbury Mercedes-Benz, only to be informed that they did not have my vehicle because they were closed for refurbishment. I was advised to contact Mercedes-Benz Ashford instead.When I first contacted Mercedes-Benz Ashford, I was told that they did not have my vehicle. The advisor stated they would check their system and call me back. Unfortunately, no one ever returned my call.The following day, I contacted Ashford again and was informed that they were expecting my vehicle.During that conversation, I explained that my car is fitted with a Ghost immobiliser. I advised that, because the battery may have gone flat, they might need to contact me for the disarm code if they experienced any difficulty starting the vehicle. I also explained that I believed I had placed the immobiliser into service mode before the vehicle was recovered, but that I was happy to assist if any issues arose.A few days later, having still received no update, I contacted the dealership again. I was informed that the battery was flat and that the transmission was not communicating with the engine. This was exactly the same diagnosis already provided by the Mercedes-Benz roadside technician several days earlier.I was then advised that my vehicle would be taken into the workshop the following day and connected to the diagnostic equipment to determine the cause of the fault. I was also told that someone would call me back later that day with an update. Unsurprisingly, no one called me back. In fact, at no point throughout this entire process has anyone from the dealership returned any of my calls, despite repeatedly promising to do so.When I called again the following day, I was informed that my vehicle would not be going into the workshop because they were still awaiting authorisation from the warranty company. I was told that the warranty provider had requested details including the vehicle's service history, mileage and fault codes.I explained that my vehicle has always been serviced by Mercedes-Benz and is on a Mercedes service plan, so all of this information should already be readily available. I asked whether this information could be sent immediately to avoid any further delays and was assured that it would be.At this stage, I also asked what options were available to speed up the process, as my vehicle had already been off the road for three weeks. I asked whether I could pay for the repair myself and reclaim the costs from the warranty company afterwards. I was informed that this was not unheard of and may be possible. I was told someone would call me back later that day.I also requested a full quotation for the repair. I had only been informed that the replacement part would cost approximately £1,600, but no labour costs had been provided. I was assured that the quotation would be emailed to me within the hour.This conversation took place last Thursday. Since then, I have received absolutely nothing. No email, no quotation, no telephone call and no update whatsoever.It is now 20 July, almost four weeks since my vehicle broke down, and I am still no closer to having it repaired. Throughout this entire process I have personally made 22 telephone calls in an attempt to obtain updates. Not once has anyone proactively contacted me or returned a promised call.My vehicle remains approximately 300 miles away from my home in Liverpool, making it impossible for me to visit the dealership in person. I also no longer have access to a vehicle, causing significant inconvenience to both my personal and working life.Furthermore, I can confirm through the Mercedes-Benz app that my vehicle has not been moved or even opened during this period. The app records every movement, along with when the vehicle is locked and unlocked. This further reinforces my concern that little or no progress has been made.I would now like an urgent update regarding when I can realistically expect my vehicle to be repaired and returned to me.I also request that Mercedes-Benz investigate why there has been such a significant lack of communication from Mercedes-Benz Ashford. I find it unacceptable that every single update has had to come from me chasing the dealership, despite repeated assurances that someone would contact me.I would also appreciate confirmation of what options are available if I wish to authorise the repair myself in order to speed up the process and subsequently recover the costs from the warranty provider.While I remain grateful for the excellent assistance provided by the roadside technician and for the hire car that Mercedes-Benz initially arranged, the service I have received since my vehicle arrived at the dealership has fallen far below the standards I expect from a premium manufacturer.I would appreciate a full investigation into this matter, together with an urgent update on my vehicle, an explanation for the delays and lack of communication, and details of the steps Mercedes-Benz intends to take to resolve this matter without further delay.I look forward to receiving your prompt response.Yours faithfully,Kristain Foord

Spoke with a salesman at Lookers Canterbury about a GL I had seen on their web site. Long story short p/ex price was cheap and communication difficult even by email with me constantly chasing them. Whilst still in discussion, and without any heads up, the car sold to someone else and all communication ceased. I only found out when I was trying to communicate with the dealership and couldn’t get a response, and then saw the car had disappeared from their website. Not what I’d call customer service of any sort. I then found another slightly newer GLS at Lookers Brighton and rang them. Spoke to a salesman who within an hour had confirmed they could do my pricing for my part exchange. They were always available when I called or called back quickly when necessary, sent documents and papers over efficiently and car ready when he said it would be. Proper communication and service as expected. Being part of the Group and knowing the car or type of vehicle I was looking for, this could so easily have been a Canterbury sale. As it happens I am actually keeping my p/ex having changed our minds about selling it and have bought the GLS anyway. Wouldn’t recommend Canterbury. Would recommend Mercedes Brighton, if you are going to try and buy from Lookers Group.

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Bought my car from Lookers canterbury but quickly had to bring it back for a sw upgrade a faulty filler cap & faulty heated seats. After being told the parts were ordered I called back weeks later to be told they hadn't. Eventually got booked in, over an hours drive to be told no booking exists! After a fire at the centre we were booked in to Maidstone. My car has now been there over 24 hours as Canterbury won't confirm the warranty repair. Totally regret buying from them. Wish I had gone more local. Wouldn't recommend!!!! Still dont know when I will get the repair done.

I am writing to formally raise a complaint regarding the service I received during two recent visits to Mercedes-Benz Canterbury on 17 June and 19 June.On my first visit, I asked to view electric vehicles and was told the process would take up to two hours, which already felt excessive. However, the experience on my second visit was significantly worse.Before travelling, I called the dealership and explained clearly that I wished to test drive the electric CLA currently in stock and needed the process to be completed within an hour. I was assured this would not be a problem. I then drove 30 minutes to the dealership.Upon arrival, I approached a member of staff who I later learned was the manager. His opening words were that they were "very busy". I explained that I had called ahead and had limited time. He left to find the keys, and on returning immediately asked whether I had my driving licence and National Insurance number, stating that without both I would not be able to test drive the car.I challenged the tone and manner in which I was being spoken to, as the first two things said to me were negative and dismissive. I also explained that during my call earlier, no one mentioned the need for a National Insurance number or driving licence. The manager insisted that it was impossible I had spoken to the showroom and claimed the number I called was a Scottish call centre. I then showed him the number I had dialled, and when I rang it again, the call was answered by a member of staff standing behind him in the showroom.At this point, it became clear that continuing the conversation would be unproductive as the manager kept interrupting and arguing. He didn’t once apologise or behave in any conciliatory manner. The manager stated that there was no one above him to speak to. Given the poor attitude, contradictory information, and dismissive behaviour, I left the forecourt.This is not the first time I have experienced poor service at this dealership, having had a similar experience a year ago. I am genuinely shocked that a brand positioning itself as premium would allow a manager to treat potential customers in this manner, especially when I was intending to purchase a vehicle worth around £50,000.I would like a full explanation of how this situation was allowed to occur, why I was given incorrect information over the phone, and what steps will be taken to address the behaviour of the manager involved. I would also like to understand what Mercedes-Benz will do to restore my confidence in the brand.I look forward to your response.Kind regards, Tim

I had my car over a year when I contracted the dealership regarding an out of date tyre compressor. This jogged my memory that I was promised a set of mats for my car. The salesman was no longer there. I was more or less called a liar I think it James. Not very happy

I had my car serviced at Lookers in 20/03/2026 - Booking code 0N0BZT.Since then I have had a puncture in my tyre, but I cannot drive or change the tyre as my locking nut was not returned during my service.My car has been off the road for 2 weeks now, I have tried a number of time to ask Mercedes Lookers in Canterbury & Ashford for help to no availI urgently need assistance and no one has been able to help me

I’ve had the car for 5 weeks and took it to Mercedes Maidstone for investigation due to noise from air conditioning and front wheels. In the Investigation Maidstone have done the 2 back tyres need replacing due to cracking. Both rear pads and discs are scored and warped and low pads. Both back alloys are buckled and one front alloy is buckled. Now this car has done 500 miles since buying it and I’ve been told they will not be fixing the buckled wheels and will not be replacing the tyres. I get told that the roads in the uk are the reason why this has happened but I’m sorry this is disguting and pathetic excuse for why this car is in the state it is in. And this car was never clearly checked properly before being sold. I wish this to be rectified or I will never buy another car from Mercedes

Mercedes KS21GPJI would like to make a compliant on behalf of my daughter & her partner. I found a Mercedes at Lookers in Canterbury and she went to look at the car on the 3rd April and fell in love with the car. On the 11th April I went with my wife , daughter & her family to see the car. After a test drive she agreed to buy the car ,which I paid a £1000 deposit and was told the car would be available for collection on the 15th/16th April when funds would have been paid.With an urgent need for the funds, we went to 'we buy any car' and had to take a very low offer on the car she owned. On the 15th April the balance was paid to Lookers of Canterbury. We were told before the payment was sent, that the car would now not be available to be picked until the 23rd April, due to an incident with their insurance company, which was a claim that Lookers were aware of, due to an Arson Attack of their Business 3 weeks previously. My daughter’s partner called Lookers to make sure the payment had gone through and was told he had miscalculated for £720 which was paid on the 17th April. He was also told that the car would not be ready until the 28th April at the earliest. He asked to speak to the manager to get an offer for the inconvenience, who said that he had been there for 20 years and that they were already delivering the car at their cost and supplying a service in a years time which was offered prior to the delivery delay of 23rd or that they could have their money returned on Monday 20th April which appeared very dismissive.Personally I don’t believe that the time he had worked for the company made any difference and also the delivery was not anything as a bonus. I then found out that the car was registered as a disabled vehicle, but was not told before the purchase and had to be changed on the V5.If my daughter had been told from the start that an insurance claim was in progress, she could have taken her time to advertise her car and possibly receive between £1000- £1500 more by advertising. She hasn’t got any transport to take her son to school or the use of a car which has cost her in Taxis. (Lookers said there was not an available courtesy car)I have bought 2 Mercedes from Brooklands garage in Weybridge & Epson and had nothing but the best customer service with a presentation from both dealerships and also had a day at Brooklands to watch F1 racing. Excellent service from bothFinally Is there an insurance claim with the car my daughter is buying or did the car have anything to do with the arson attack or has there been some damage to the car since they paid for it.If you require any further information or to discuss this complaint , please contact me on 07739317050.RegardsAntony Land

I purchased an approved used vehicle from Canterbury in October 2025 (2nd vehicle from the dealership). When I purchased the vehicle i was advised the car came with an MOT guarantee and related warranty. I have had the first service on the car and the vehicle required a new tyre. When i queried this i was advised that the tyre was threadbare and an MOT failure. I agreed to replace the tyre and would take up with Canterbury as I was using Maidstone for the service. I initially discussed this with the sales advisor 2 weeks ago and we going to discuss this with his manager and look to see if a good will payment could be made. After chasing this up twice I received a reply and was declined as the mileage I have completed was too high (8k) and this is classed as wear and tear.