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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.

Ring me please 07833222763

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