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

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