Dear TWG services,I took out a Platinum Plus Maintenance and Repair Plan through Lookers Mercedes-Benz Canterbury, Agreement Number LOOK1083589, when I purchased my BMW X3 GL69OOD from them on 12/05/2023. In the whole time I have held the policy I have been unable to get them to carry out any of the periodic inspections on the vehicle, each time I contact them I’m either told they only will look at Mercedes cars or I don’t need an inspection unless I’ve got a problem, but that isn’t what I thought the policy was when I was sold it. I’ve looked at rac.co.uk/warrantyclaim to try to go elsewhere but that appears to be how I book a repair, there’s nowhere to book a periodic inspection.I’m already out of pocket because I had a fault code on the car a few months into my ownership. When I contacted Mercedes of Canterbury about the fault code, they told me to go directly to the local BMW dealer as they wouldn’t be able to deal with it. Unfortunately I did what I was told and ended up footing the bill myself because Lookers hadn’t open a claim prior to the work being done, not impressed when I’d spent over a thousand pounds on what appeared to be a comprehensive warranty package.I’m now worried that because I’ve been unable to get the periodic inspections carried out by the supplying dealer the whole warranty will be invalidated due to no fault of my own, can you please tell me if the warranty is valid even though the supplying dealer refuses to carry out the inspections and I can’t work out how to get them elsewhere or what I need to do to make sure I have the warranty cover that I have paid for.Kind regardsSteven PimblettWarranty schedule attached

PLEASE SEE THE ATTACHMENTS FOR THE FULL COMPLAINT

Well how do you think you did?You must still have a few bits of my car in your workshop.Can you let me know what you intend to do about it.

I am writing further to my previous email as I remain extremely concerned about both the reliability of the vehicle I purchased in November and the suitability of the RAC warranty that was sold to me for £1,200.To summarise, since purchasing the car I have experienced:- Engine management light within two weeks (whilst in Paris).- Ball joints replaced in February.- Coolant pump failure now.These issues have all occurred within a very short timeframe.My main concern now is the practicality and transparency of the warranty that was sold to me. The RAC warranty only covers labour up to approximately £100 per hour, yet Mercedes labour rates are approximately £250 per hour.When the car broke down, it was recovered by Mercedes Breakdown and automatically taken to Mercedes Dartford. I have since been informed that Mercedes do not deal with third-party warranties.This means:• If I break down, I am taken to Mercedes.• Mercedes charge £250 per hour.• The warranty only covers around £100 per hour.• I would be personally liable for the shortfall.So effectively, if I were to break down away from home — as I already have once — I could be left with a significant bill simply because the warranty does not align with Mercedes labour rates.This makes absolutely no sense. I was sold this warranty for peace of mind and protection, yet in reality it does not properly cover me at a Mercedes dealership — which is exactly where the vehicle is taken in the event of a breakdown.Had this been made clear at the point of sale, I would have seriously questioned the value and suitability of the product. As it stands, I feel the warranty was misrepresented and is not fit for purpose given the vehicle and recovery process.As a young mum travelling with three children, I cannot express how worrying this situation is. I now feel anxious driving the car anywhere in case I am left stranded and facing unexpected costs.I would like a clear written response confirming:1. Why I was sold a warranty that does not cover Mercedes labour rates.2. How you intend to resolve the current repair without any financial shortfall to myself.3. Your position on refunding or replacing the RAC warranty with something suitable for a Mercedes vehicle.I would appreciate this being treated as a formal complaint and responded to urgently.Kind regards,Amy Hyde

Dear managerI am escalating this matter urgently as my vehicle remains at Mercedes Dartford and I am due to travel on Monday.As outlined previously, since purchasing the vehicle in November I have experienced multiple issues:- Engine management light within two weeks.- Ball joints replaced in February.- Coolant pump failure resulting in breakdown recovery.The vehicle is now stuck at Mercedes Dartford due to the warranty deadlock:- RAC will only cover labour at approximately £100–£104 per hour.- Mercedes labour rates are approximately £250+ per hour.- The warranty requires a job card to approve the claim.- Mercedes Dartford will not release the job card without payment.This has left me in an impossible position and without a vehicle.I am a mother of three and I am due to travel on Monday. I cannot be left without transport because of an internal issue between Mercedes and a third-party warranty that was sold to me at the point of purchase.I need urgent confirmation of:1. How this repair will be authorised immediately.2. Whether Mercedes Canterbury will cover any labour shortfall.3. What transport solution is being provided to me if my vehicle cannot be returned before Monday.This situation is causing significant stress and is not what I would expect from a Mercedes main dealer.Please treat this as urgent and respond today with a resolution plan.Kind regards,Amy HydeCN70 WKX

I am writing to formally lodge a complaint regarding the service and repair quotation I received for my Mercedes-Benz E-Class (Registration: KJ17 XXA). While I appreciate the polite conduct of your front-of-house staff, I am extremely disappointed with the proposed resolution and the quoted cost of over £2,700 for a critical AdBlue system failure.As a local flagship garage, I expected Mercedes-Benz of Canterbury to provide more support for what is a well-documented manufacturing weakness. The "Start Prohibited" message feels less like a standard repair alert and more like a ransom note for a mechanical failure that is unrelated to the maintenance or care of the vehicle. This is clearly a known issue within the E-Class line, and I find the lack of local goodwill regarding the pricing of this repair unacceptable for a premium brand.I have already initiated contact with Mercedes-Benz UK (Case Ref: 20543728) and am currently awaiting a response from the Advocacy Team. However, I am calling on the management at the Canterbury branch to take a proactive role in this process. I expect my loyalty as a customer to be met with a fair resolution rather than being asked to pay thousands of pounds for a systemic fault.I hope that Canterbury management can work directly with Mercedes-Benz UK to provide a goodwill gesture or a significant reduction in costs before this escalates into a formal legal dispute. I look forward to your prompt response regarding how you intend to resolve this fairly.

please see attached scanned complaint

Dear Sir/Madam,I am writing to submit a formal complaint regarding the unacceptable service I have received from Mercedes-Benz Canterbury and the ongoing failure to repair my vehicle.Vehicle: Mercedes-Benz E350 AMG, 2014 (W212)Registration: [Ea64bbx]Timeline of events:On 16 December I left my car with you for a scheduled service and MOT. The service was completed, but the MOT failed due to an issue with the left rear parking/indicator light. I was informed that the rear light unit needed to be replaced at an additional cost of £250 and that the part would be ordered from Germany, arriving within 3–5 working days. I agreed to this, and my vehicle remained with you.After 5 working days I received no update. You left me without a vehicle over the Christmas period and made no contact. On 27 December I visited the dealership in person to ask about the status. I was told the car had still not been repaired, with no apology offered. I was told it would be ready within an hour, but I collected it the following day, 28 December, after paying £250 for the replacement light plus service and MOT costs.After driving only one mile, the dashboard again displayed “left indicator inoperative”. I immediately returned to the dealership. After waiting another hour, your staff admitted they did not know the cause and asked me to leave the car again. I was told a second replacement part would be ordered from Germany as the first might be defective.Several days later the second part was fitted, again without any test drive or verification. The fault remained exactly the same. I returned the car a third time, yet once again the issue was not resolved.I informed you that I was going on holiday and would return later. On 11 February I brought the vehicle back again. By this time I had decided to sell the car due to the ongoing problem. A buyer came with me to the dealership to collect the vehicle, fully aware of the indicator issue and ready to purchase once it was fixed. Your staff then informed us that the car was still not repaired. As a direct result, I lost the buyer and the sale of my vehicle.This situation has caused me:- payment for a repair that did not fix the fault;- multiple wasted visits and travel costs;- loss of time and income;- loss of a confirmed buyer for my vehicle;- significant stress and inconvenience.Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill and within a reasonable time. This has clearly not been the case.I therefore formally request:1. A full refund of the £250 paid for the rear light replacement;2. Compensation for financial losses caused, including the lost vehicle sale and travel expenses;3. A written explanation of why the fault has not been diagnosed after four visits;4. Confirmation of what action you will now take to resolve this matter immediately.If I do not receive a satisfactory response within 7 days, I will escalate this complaint to Mercedes-Benz UK Customer Services, The Motor Ombudsman, and pursue recovery of my losses through legal channels.I expect this matter to be treated with urgency.Kind regards,Dmytro Dymytriohlodimka.dimitrioglo15@gmail.com

Dear Sir/Madam,I am writing to submit a formal complaint regarding the unacceptable service I have received from Mercedes-Benz Canterbury and the ongoing failure to repair my vehicle.Vehicle: Mercedes-Benz E350 AMG, 2014 (W212)Registration: [EA64BBX]Timeline of events:On 16 December I left my car with you for a scheduled service and MOT. The service was completed, but the MOT failed due to an issue with the left rear parking/indicator light. I was informed that the rear light unit needed to be replaced at an additional cost of £250 and that the part would be ordered from Germany, arriving within 3–5 working days. I agreed to this, and my vehicle remained with you.After 5 working days I received no update. You left me without a vehicle over the Christmas period and made no contact. On 27 December I visited the dealership in person to ask about the status. I was told the car had still not been repaired, with no apology offered. I was told it would be ready within an hour, but I collected it the following day, 28 December, after paying £250 for the replacement light plus service and MOT costs.After driving only one mile, the dashboard again displayed “left indicator inoperative”. I immediately returned to the dealership. After waiting another hour, your staff admitted they did not know the cause and asked me to leave the car again. I was told a second replacement part would be ordered from Germany as the first might be defective.Several days later the second part was fitted, again without any test drive or verification. The fault remained exactly the same. I returned the car a third time, yet once again the issue was not resolved.I informed you that I was going on holiday and would return later. On 11 February I brought the vehicle back again. By this time I had decided to sell the car due to the ongoing problem. A buyer came with me to the dealership to collect the vehicle, fully aware of the indicator issue and ready to purchase once it was fixed. Your staff then informed us that the car was still not repaired. As a direct result, I lost the buyer and the sale of my vehicle.This situation has caused me:- payment for a repair that did not fix the fault;- multiple wasted visits and travel costs;- loss of time and income;- loss of a confirmed buyer for my vehicle;- significant stress and inconvenience.Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill and within a reasonable time. This has clearly not been the case.I therefore formally request:1. A full refund of the £250 paid for the rear light replacement;2. Compensation for financial losses caused, including the lost vehicle sale and travel expenses;3. A written explanation of why the fault has not been diagnosed after four visits;4. Confirmation of what action you will now take to resolve this matter immediately.If I do not receive a satisfactory response within 7 days, I will escalate this complaint to Mercedes-Benz UK Customer Services, The Motor Ombudsman, and pursue recovery of my losses through legal channels.I expect this matter to be treated with urgency.Kind regards,Dmytro Dymytriohlodimka.dimitrioglo15@gmail.com

I did a valuation of my own car and stupidly imputed my mobile number for 5 days after doing this the Canterbury showroom called up at to 4 times a day leaving a voicemail each time, I would then receive a text message and a email. In the voicemail it stated to call back IF I was still interested and WHEN I was free, I did not call back so therefore that should of been taken as I was not interested that did not mean someone could pester me 4 times a day for 5 days in a row before my husband answered and expressed due to the constant pestering with calls emails and texts I was no longer interested due to pestering