SirsMy car SB51MVB was repaired under warranty by you at the end of November 2025 as the steering column vertical adjuster was not working.In January I noticed that it was now not possible to adjust the steering column at all either vertically or for reach so I booked it in with you, believing it to be remedial work for the original repair. The booking was on Tuesday 3 February for a timed 2-hour slot at 9am so that I could wait for the work to be done.I arrived at 8:50am and booked in with your service advisor. I was told (for the first time) that there would be an investigation fee that would apply if it was, for instance, a wiring fault rather than anything related to the warranty fix. I stated that I had not been expecting any charge but had to agree to get work started. I mentioned that it seemed like a blown fuse and she made a note of that.The car did not move from where I parked it until 9.35am at which point I saw it being driven round to the workshop.At about 1pm the service advisor came to the waiting area holding a blown fuse and saying “this is what the problem was”.I was then told that this fell outside the scope of the warranty repair and that I would have to pay the investigation fee of £247.20, which I did with reluctance.In summary:• It took over 4 hours to diagnose a blown fuse even though I had suggested on arrival that this was the probable cause• I am unable to understand how such a large investigation fee can be justified for this simple fault• When booking a timed appointment to wait for the vehicle I expect work to start on time• There is no evidence to show that the blown fuse was not caused by the earlier repairI am not completing any online review for this visit but I have to say that it was a very disappointing customer experience on this occasion.Kind regardsMike Barber07976 554290

The car I was looking got sold

Alex Buckle was outstanding and went above and beyond with the sale and after market.

I was only given 30 minutes for my test drive. This is far too short to properly evaluate any car let alone a tech filled EV even though I have been driving EV's for nearly 10 years.The salesman did suggest a 30 minute route but after approx 12 minutes I turned back realising that the route would take considerably longer due to traffic and my unfamiliarity with the roads. I wanted to do the test on roads I knew so that I could concentrate on the car rather than finding my way around. As it was although I came away with positive impressions of the car (once I had worked out how to turn the "engine sounds" off) I will need to do another test drive if I decide to purchase, which at the moment is likely. I have recently done test drives at MG, Skoda, Hyundai, Kia and Renault in Canterbury. All these put no fixed time on the test drive and I was able to do my evaluation in about an hour. The Mercedes Salesman (Alex) was very helpful and presented the car clean and out front ready to go which was much appreciated.

The people are professional, the place, the vehicle and the deal all very good.The process was tortuous, Lookers or Mercedes Benz or whoever designed the process needs to remember on important fact. This is not only a "selling process" for the organisation it is simultaneously a " buying process" for the customer.Would I want to repeat the experience with the dealer or brand?I would have to think about that.I have just looked a Question 4 below do you not know I have just purchased a car from you?

Will was very polite and professional and made things very clear

Very poor part x quoted on my vechile. Bought a BMW they paid £2000 more for my part x.

Pushy sales man

You did very well. Service and MoT carried out and other minor issues addressed. Loan car a delight (brand new). Reception very pleasant and helpful.Thank you.Tony O'Sullivan

I am writing to formally notify you of a breach of contract regarding the Audi A3 (DK71 YGZ) I purchased from Mercedes Canterbury on 9th October 2024.The vehicle is currently unfit for purpose and not of satisfactory quality due to two major inherent defects. Under the Consumer Rights Act 2015, as the seller, you are responsible for providing a remedy at no cost to the consumer. As the finance provider, Halifax/Black Horse Ltd is jointly and severally liable under Section 75 of the Consumer Credit Act 1974.1. Failure of Climate Control Unit The unit is unable to adjust the temperature upwards. This is a confirmed manufacturing defect in the Audi A3 8Y model and is the subject of Audi Technical Service Bulletin (TSB) 2075688/2. An Audi Main Dealer diagnostic has confirmed the unit requires a full replacement.2. Failure of Electronic Child Safety Locks The electronic child locks have malfunctioned—a significant safety concern. This is a documented inherent fault for this model, covered by Audi TSB 2063376/3. Notably, Mercedes Canterbury has already diagnosed this fault in your own workshop and confirmed both units require replacement.The Diagnostic Fee and Labour Rates I have already paid £150 for a diagnostic report from Audi to provide professional evidence of the climate unit fault. As the burden of proof shifted to me after six months of ownership, this is a consequential loss which I am claiming back in full.Regarding the RAC Extended Warranty: my statutory rights exist independently of any third-party insurance policy. The RAC labour cap of £90/hour is an internal limitation of that policy and does not override your legal obligation to repair the vehicle at no cost to me. I do not accept any personal liability for labour rate shortfalls at a VAT-registered specialist capable of performing these TSB-specific repairs.Required Resolution To resolve this matter without escalation to the Financial Ombudsman Service, I require:1. Authorisation for the full repair of both the Climate Control Unit and the Child Safety Locks (parts and labour) at no cost to myself.2. A formal agreement to reimburse the £150 diagnostic fee upon receipt of my invoice.I look forward to your response within 7 days. Failure to provide a satisfactory resolution will result in this matter being formally escalated to the Financial Ombudsman Service and The Motor Ombudsman.Yours sincerely,Mr Glenn Jones07741 253 26712 Butterworth Road,Whitstable,Kent.CT5 1SN