I am really disappointedKind regards

Pros - Treated well.Polite staff who were engaging & informative.Negs - Promised to view cars which sold the day before, could have re-arranged the apt to ensure correct stock on site.Appointment took too long.

Thank you for responding to my Google Review.As I mentioned in my review, my car registration KS73VES was serviced on 24th September and a build fault was found causing water to collect in the tailgate. This still has NOT been resolved, despite me calling many times. The Service Dept have not been proactive, and I have completely lost faith in Mercedes Canterbury. The very worst service I have had at any Dealer. The last time I spoke to them, (a couple of weeks ago) they told me Mercedes had approved the warranty repair verbally, but they were still waiting for a written response. I asked them to let me know when they have it. Once again, they have failed to come back to me.I am frankly exasperated!Kind regards

Subject: Formal Complaint – Poor Customer Service and Unresolved Issues with Vehicle Diagnostic (21–26 November 2025)Dear Garage/Service Manager,I am writing to formally raise my concerns regarding the extremely poor level of service I received during my recent visit to your garage.I had an appointment on 21/11/2025 for an engine warning light diagnostic and left my car with you in the morning. I was informed later that day that the issue had been resolved, and I came to collect the vehicle. However, immediately after starting the car, the engine warning light was still present.I was then advised to bring the vehicle back the following Monday. As I was not comfortable driving with the warning light still on, I left the car at the garage.From this point onwards, the communication from your team was unacceptable. I did not receive any updates on Monday and had to call 3–4 times myself to gain any information. Ultimately, I was told in the evening of 24/11/2025 that the fault had been identified and that repairs were pending confirmation from an AA technician.On 25/11/2025, I still had not been contacted by 12:30pm. I called at around 1pm and was informed that the work was complete and the car was going for a test drive. I was told I would be contacted once this was done. Again, no update was provided, and when I called at 17:30, I was told the warning light was still on.On 26/11/2025, I had to chase the garage yet again in the afternoon for an update. I was then told the vehicle was ready for collection. When I asked what the issue had been, I was informed that “something was wrong with their checking machine,” which I found very concerning given the delays and repeated assurances.To make matters worse, when the vehicle was delivered to my workplace, it arrived with:• A punctured tyre with low pressure• The fuel reserve warning on, with less than one bar of fuel remainingThis entire experience has been extremely frustrating and has caused significant inconvenience. The lack of communication, conflicting information, and the condition in which my vehicle was returned demonstrate very poor customer service.I kindly request that you look into this matter and provide an explanation, as well as clarify what steps will be taken to ensure this does not happen again.I look forward to your response.

The car like many others on the MB Canterbury web site is being advertised with less miles than the car has covered. This is to raise more money than the price guides allow. They also said it needed one tyre (when it needed two) they would not fit approved Mercedes tyres, or sell the car to Mercedes approved standards, or with an approved Mercedes used car warranty and I am now told that two wheels are damaged which was not explained when we enquired. I also found the car by Canterbury was not being serviced in accordance with Mercedes servicing requirements and some items of service were in fact overdue, and the tyres to be fitted would be those not recommended or Mercedes approved. So the car was overpriced, poorly prepared and its description was not accurate either. A very poor service from a main Mercedes dealer. I can see at least four or five cars all with the some traits being advertised by Canterbury with incorrect mileages, not good at all for Lookers Mercedes or Mercedes reputation where clearly a profit margin is being put above all else. No good for future/repeat business at all.

faulse advertised the sale of the car i was looking at they added £3000 on the price

I am writing to you following the appalling treatment I have had to tolerate following my request in obtaining an "estimate" in respect of the service of my car since November, 13th (See below emails, you were on copy)!Despite Charlie Nelson's reassurance to receive a full breakdown of costs by 25th November, to this date I have not heard or receive his email confirmation.Do I need to conclude that Mercedes-Benz (Lookers), Canterbury no longer wish to service my car and, this after more than 45 years being a fervent customer of Mercedes-Benz.

The sales representatives was very helpful and patient

I wish to make a complaint about the appalling dealings we had with Lookers Canterbury over the weekend.We firstly made an enquiry with AI on Friday evening to see if we could get an appointment Saturday to view the car in question, a £32k plus GLC Coupe in grey.We received a call from Alex at Lookers on Saturday morning and he said he was stacked out with appointments. He said he would look at whether he could move anything around for Sunday and promised he'd call by end of day. It was quite late, in fact we thought he wasn't going to, but he called at 17:21 saturday and said he'd moved some appointments and car would be ready to be viewed at 13:30 Sunday 16th Nov.Alex again message Sunday morning to confirm the car was indeed ready and waiting for us when we come down to our appointment. We left home from Sittingbourne hit Cnaterbury and traffic was horrendous, worrying we was going to be later I even emailed Alex to say we were on our way, that was 13:21. In fact we picked up pace and got to Lookers about 13:24/25.We noted a salesman and a couple stood by the car at the top of the forecourt assuming someone else had been looking. We entered the showroom where no-one bothered to greet us whatsoever. We appreciate two were with customers but the manager Richard who was busy telling another customer on the phone that he knows everything cos he's the manager, didn't even pause from his call, or his earlier chat with a colleague to acknowledge nor welcome us. We stood like lemons for 12 minutes getting more and more cross, then at 13:47 my phone pinged, it must have previously had lost signal as it pinged me the message I've included below which was sent to us at 13:24!! 6 minutes before our booked appointment, telling us car has been sold and did we want to see another Blue one with more mileage and less HP etc etc and that Alex was happy for us to come down... honestly we went mad and stormed out in total disgust, we were in the showroom, how could anyone send a message like that knowing full well we'd have been almost there, or indeed already there as we were!!We were also annoyed at being offered to be palmed off with another car, if we'd have wanted that car we'd have asked to see it? Plus the casual manner of asking us "where we are at?" honestly talk about insult after injury, where we were at, was stood in the showroom having had a wasted 45 minute journey down, being ignored by every member of staff!My husband worked in various dealerships as Bodyshop Manager and Dealership Principal, earlier in his career and said he would never have allowed customers to be treated this way. Secondly and more importantly this is a higher value car purchase from a Prestige brand, I was looking forward to the experience.... I was sorely disappointed.We don't feel we can have any faith in Mercedes as a brand nor Lookers as a dealership. I'd appreciate a response from you as regards the manner in which we have been dealt with and whether this is what you would expect your customers to be treated like? We were planning to part ex our Range Rover and purchase car with balance of cash, looks like our custom will go to an independent retailer.Many thanks for your timeMaryAnn & Shaun Vowles

took my car in for a technical fault, kept it in over night gave me courtesy car. Very good service and pleasant staff to deal with.