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

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