Dear team,With regret I would like to make a complaint against the work completed on my car. I initially was very excited to approach Canterbury Mercedes as I was worried about my brakes and was offered a free vehicle health check by the lookers team. This vehicle check was completed on Friday 16th January to a high standard/video sent to me. The team said that my brakes were fine however some urgent work was needed. A gentleman called Charlie went through the vehicle health check with me and advised of the work that the Mercedes mechanic (I believe William Bailey) identified that was needed. Charlie said that he believed that mercedes would cover the repair to the rear suspension which included the axle and rear exhaust clamp but i would need to oay for the rest. When he shared this I was more than happy to agree to pay for other work that was needed and waited for his confirmation that Mercedes would pay for the rear suspension which he confirmed on Monday. On Friday I received a breakdown to the costs via email (attached) for the work which came to £1363.98 (which included labour amd vat) however this included £872.04 for the rear suspension. I called Charlie on Monday who advised that Mercedes had agreed to pay for this and also one of the rear exhaust clamps. I was very appreciative of this and went ahead with the job with the acceptance that the other costs quoted in the attached would be adhered to. I also asked Charlie to ensure that the ABS sensor and ring on the rear passenger side is changed as this fault is causing my ABS and ESP sensor not to work. Charlie assured me that this would be done and so I agreed for the work to be completed with the expectation that this would be done however when I collected my car today not only was this work on the ABS not done I was charged far more for the work than quoted on the work other than the rear suspension which I told would be changed without charge out of goodwill/mercedes help (please see attached).I now have to source an alternate solution for the ABS sensor as mercedes couldn't provide me a date to change the sensor and with winter conditions i need to change the sensor today so I will source an independent garage. I was left a little shocked and disappointed as I honestly thought it would be a great experience but sadly I was greeted by my instrument cluster telling me my abs and esp are not working.Please can I be offered some help with this ( I would gladly accept a partial refund)as although errors were made by Canterbury Mercedes I do feel these maybe just communication errors and nothing personal. I take great pride in my car and although its a 2010 model I value it greatly.Kind Regards,Pej

Oliver was great

Dear Mercedes-Benz Service Team,We hope you are well.We are writing to raise a concern regarding the additional charges quoted to check the fan during our car's recent service visit. The registration number is GL21ZVV.We currently have a service plan in place with Mercedes-Benz, and so we booked in the service as usual. Given we had noticed a loud, unusual noise coming from the fan recently, we mentioned this when booking the car in. We were then informed that a note was being placed in the booking to check the fan. At no point were we told this would incur an additional fee.You can therefore imagine our surprise to receive a phone call out of the blue asking for a payment up front in excess of £200 on the day once the car had arrived at your premises.Having recieved a short call to say the car was ready to be delivered back home to us, with no mention of the outcome of the fan inspection, we followed up with an email to your customer service representative. This is the response we recieved:"The fan is now all fixed the technician removed the skittle panel and glove box to access the fan and found excessive dirt and leaves so he thoroughly cleaned out the fan and carried out checks."It therefore seems that we have been charged excessively for a simple removal of environmental debris.We usually value the quality and professionalism of Mercedes-Benz, which is why we choose to maintain both of our vehicles through your official service plan. However, unexpected charges like this are disappointing and excessive.We would appreciate it if you could review this matter and clarify why this inspection was not included under our service plan, and whether the charge can be reconsidered. To clarify, we have no issue paying extra if this is something that isn't included, however £200+ is extortionate.Thank you for your time, and we look forward to your response.Kind regards,Mr & Mrs El Gohari

Please see attachment for the full correspondence.

Finnely and Sean have always been very helpful and answered all my day questions.

To the Service Manager,I am writing to express my disappointment regarding the service I have received following my booking on Wednesday, 7th January.I usually use an independent specialist, but I chose Mercedes-Benz of Canterbury specifically because I plan to exchange the vehicle soon and want a main dealer record. Unfortunately, the experience has fallen far below the standard I expected from a premium brand.I am particularly frustrated by the following:• Booking and Parts Errors: Upon arrival on the 7th, I was told there was no record of my booking. Furthermore, you did not have the basic parts (an air filter) in stock to complete the service.• Logistical Failures: After identifying that my tyres were below the legal limit and a wheel was damaged, the vehicle was re-booked for Tuesday, the 13th. Being told on the afternoon of the 12th that these tyres are still unavailable is unacceptable. Had I been advised of this delay earlier, I would have taken the vehicle elsewhere to ensure it was made safe and road-legal immediately.• Unnecessary Inconvenience: I am now in a position where I may have to visit multiple locations or schedule a third appointment just to finish the work. As a customer, I should not have to coordinate your inventory issues, and my time is also worth money.• Lack of Thoroughness: The Vehicle Health Check failed to identify damage to the front bumper, and despite my request for a repair quote, I never received a callback.I am being charged an absolute premium for this service, yet I have had to deal with lost bookings, missing parts, and poor communication. This is less than professional, and the service simply does not meet the price being charged.I would like to know how you plan to rectify this and complete the work without further wasting my time.Regards,Chris Street

It was a very basic buying experience where I felt like there was nothing innovative or exciting with the salespersons approach. I purchased a car elsewhere where I felt the seller gave me sound advice and went and above my expectations

Customer: Qaiser MangiEmail: qmangi@gmail.comMob: 07870211334Our Reference: 274800060126Policy Reference: LOOK1127619VRM: LM70ZTH MERCEDES-BENZ GLE 350 AMGSelling dealer: MERCEDES-BENZ CANTERBURY07 January 2026Good AfternoonThe above referenced mutual customer has raised a complaint regarding the sale of their warranty plan.The customer contacted our Motor Admin Team on 06 January 2026 to say they had sold the above referenced vehicle, and they requested a refund of their warranty plan. Regrettably, they were advised the reason for cancellation did not meet the eligibility criteria.The customer has advised the terms were not clearly explained to them at point of sale and critical sections, such as cancellation was not mentioned.As the appointed administrators we do not have any involvement in the pre-sale or sale of any warranty product or vehicle and have advised the customer that this complaint would be forwarded onto yourselves.Kind regardsContacting UsIf you need to contact us about your complaint, you can by one of the below options:0330 100 3245*customer.relations@assurant.comWe are open Monday to Friday between 9.00am and 5.00pm (excluding bank holidays).Yours sincerelyMaggie TraceyCustomer Relations

took vehicle in when reversing a loud noise came from the vehicle. Front suspension ball joints need replacing. Initially in November the parts would be ordered and cust would get a call. No call so the cust called, looks like Germany cancelled the order. Parts are in the UK so will order and call you. Cust hadnt been told of the appointment. Car is now jolting when in reverse. Cust not feeling the car is safe. The report has it highlighted red and should have been done asap. no response from the dealership cust is not happy with the service.

Dear Team,I would like to take a moment to thank Manager Richard and Sales executive James Bean for their outstanding service.Both were extremely professional, friendly, and helpful throughout the entire process. James explained everything clearly and made the purchase smooth, while Richard ensured everything was well managed and stress-free.I am very happy with the service I received and would highly recommend your team.Kind regards,Lovepreet Singh