Dear Sir or Madam,I write to raise a formal complaint regarding my Mercedes Benz C Class 300e AMG Line Premium Saloon (registration MA10 TAX, VIN W1KAF5EB1PR119519), purchased new and financed in the name of Yemi Ltd. The vehicle was supplied by Mercedes Benz of Maidstone under Order Number 123000039427, with invoice number 5919239627 dated 15 June 2023 for a cash price of £52,385.00.Nature of the issueThe vehicle is equipped with Apple CarPlay, and one of the advertised features is the ability to use messaging apps such as WhatsApp hands free through the in car system. Since taking delivery, the WhatsApp function within Apple CarPlay has never worked, despite:All software and firmware updates being applied to both the car and my iPhone.Repeatedly reporting the issue to your staff prior to and during servicing visits on 30 May 2024, 18 September 2024, 26 February 2025 and September 2025 at the Maidstone showroom.Being told by service operatives that this is a known issue and that a system update was expected to resolve it, which has not occurred.On my most recent visit in September 2025, when I was called to say the car was ready for collection, I specifically asked whether the WhatsApp issue in CarPlay had been fixed and was told that it had. This has turned out to be incorrect; the problem persists, and the feature has never functioned as it should.Legal and contractual positionThe car was sold and described as having Apple CarPlay functionality. In modern vehicles, integrated smartphone connectivity and messaging via CarPlay form part of the core functionality of the infotainment system, not a minor add on. A brand new vehicle must be of satisfactory quality, fit for purpose and as described, including the digital features supplied with it.The continuing failure of WhatsApp within Apple CarPlay, despite repeated reports and assurances, means:The vehicle is not as described in respect of its connectivity and digital capabilities.Reasonable opportunities to resolve the issue have been provided over an extended period without success.The Motor Ombudsman has previously recognised that missing or non functioning infotainment features can justify financial remedies or other redress where the vehicle does not match its described specification.ImpactThis has caused ongoing inconvenience, including:Multiple visits and repeated complaints over several years.Time and cost involved in returning the car and liaising with staff.Ongoing inability to use a key hands free messaging function that was part of the reason for choosing this vehicle.As a customer, I reasonably expect the full functionality of the vehicle that was sold to me and financed at a premium price.What I am seekingIn light of the above, I request the following:Technical resolutionA full investigation by Mercedes Benz to identify whether a permanent fix exists for the WhatsApp/CarPlay integration issue on this model and at the software level.If a fix exists, a prompt appointment at Maidstone (or another suitable authorised retailer) to implement it, with written confirmation of the steps taken and the outcome.If no fix exists and this is a known limitation/design issue, written confirmation of that status and whether a future software update is genuinely expected to rectify it (including any timescales).Goodwill and financial redressA goodwill gesture to reflect:The loss of full advertised CarPlay functionality over a prolonged period; andThe repeated inconvenience, wasted time and the fact I was explicitly told the issue had been fixed on more than one occasion when it had not.This could take the form of a monetary payment to Yemi Ltd, a warranty or service plan extension, or equivalent value.Formal complaint handling:Confirmation that this is being treated as a formal complaint under your complaints procedure.A written Final Response within 8 weeks so that, if we cannot reach an acceptable resolution, I may escalate the matter to the appropriate Ombudsman scheme.I trust Mercedes Benz will agree that a high value, relatively new vehicle should not be left indefinitely with a core digital feature inoperative, particularly where the issue was present from delivery and has been repeatedly raised in good time.I look forward to receiving your prompt response, setting out your proposed technical remedy and goodwill offer.Yours faithfully,Oluyemi Obabori

Took 45 minutes to get a response re telephone call, 2 timed out - one open line, listening to office chit chat for 10 minutes ( I rang off). Finally got through to a central response person who was not helpful at all.MY problem with the vehicles is as follows. Car was serviced / MOT two weeks ago with no problem found except a small water leak with windscreen washers. Advised very small but keep eye on water level.Had to use screen washer yesterday, did not function at all, front, rear system ok. Visually checked all components, plenty of water in container and no obvious blockages. electric pump also working. Rear wash working normally.Advised must take car in for diagnostic check for £125.00 then book in for repair. ALL READY DIAGNOSED DURING SERVICE ,2 WEEKS AGO.Very poor service , meaning 2 extra costs and 2 extra visits.Not happy at all.PS. Service took 2 days last time due to problems within workshop.

Purchased new vehicle that had damage, salesman was not very interested and took too long to address my issues, he then ignored my emails and calls so went above him, the sales manager was just as bad with no interest at all.

Have made a complaint before through yourselfs regarding a diagnostic fee and the apple car play feature not working in my recently purchased car (within 30 day). Had awful customer service through Maidstone and have now had four other issues with one being the car going into limp mode intermittently as well as numerous pop ups on the dash. We purchased the car on the 14th of feb this year and we have been going back and forward with Steve at Maidstone who refused rejection of the vehicle stating Apple car play doesn’t warrant a rejection and they are allowed a repair of the vehicle. However this is incorrect as the issue was logged with Mercedes Benz before the 30 day period. I have contacted Alphera and submitted an investigation through them and also the ombudsman. I’d strongly suggest that they accept a rejection of the car and refund me. I will not hesitate in taking this further if needed. I have spoke to multiple Mercedes branches and they all state that they would accept Apple car play not working as a reasonable reason for rejection. I have photos of the other faults popping up on the dash and want my money back as the service and car are below the standard I expect of Mercedes

Dear Sir/Madam,I am writing to formally notify you that I am exercising my final right to reject my vehicle, a Mercedes-Benz A-Class A200, under the Consumer Rights Act 2015.Registration GL75 CFDColour - BlackThe vehicle was purchased brand new in December 2025 (just over three months ago). Shortly after purchase, it developed interior vibration and rattling originating from the dashboard/screen area. This issue was presented to you and on 4th March a repair was carried out.Following this repair, further interior rattles and creaks have developed in other areas of the vehicle. These issues are of the same nature and category as the original fault and demonstrate that the underlying problem has not been resolved. The recurrence of interior noise defects across multiple areas indicates a systemic issue with interior fit and finish, rather than isolated or unrelated faults.As such, I consider that the repair attempt has been unsuccessful.Under the Consumer Rights Act 2015, where a repair has failed to resolve a fault, I am entitled to exercise my final right to reject the vehicle. I am therefore rejecting the vehicle on the basis that it is not of satisfactory quality.As the issue has arisen within the first six months of ownership, I also rely on the statutory presumption that the fault was present at the time of delivery.I request confirmation within 5 working days that you will accept rejection of the vehicle and arrange for a refund. I acknowledge that a reasonable deduction for usage may be applied in accordance with the Act.If you do not accept this rejection, please provide a full written explanation, including the legal basis for your position.I look forward to your prompt response and a positive resolution.RegardsAnna Buxton07805 952 007

I have tried call your parts team over 10 times to order parts that are over £600 do u not want are business then as tonbridge is close to usVery disappointed I had call the sales time to get throw then still not to parts time I have call log to prove to also instead of the sales and athersales standing rounf having chat this morning they could pick up the phone took a message you guy need sort your acts out u be loosing are business

I want to register a compliant relating to my GLS that is presently in for repairs with Lookers. I have always driven a Mercedes car in the last 15 years and have not had this level of service quality.Since the car was bought, we have never taken it to alternate repair shops or roadside garages for servicing or repairs when required. It has been with Mercedes dealership only. This means that any failures other than normal wear and tear of parts, arising with shoddy attention are the responsibility of Mercedes.I had taken the car to Lookers at Maidstone on the 20/03/2026 for a diagnostic test due to a dashboard notice requesting engine coolant to be topped up and at the same time, water was found on the floor where the car was parked. The car had been serviced by Mercedes in the 3rd quarter of 2025 including the replacement of the Adblue tank due the non-recognition by the sensors of the presence of Adblue. Mercedes was with the car for about three weeks.On my way to Maidstone on the 3-way dual carriage (20/03/2026), an amber message suddenly came on the dashboard to "park the car and stop the engine". Luckily it was near a hard shoulder, and I did as the message dictated. I was on this location for 3 hrs until a tow-truck arrived towed the car to Lookers. Luckily enough, there was no incident although it was scary.Later in the afternoon, a staff (lady) called and told me that the car's battery was flat and cannot be started. I said no. I explained to her that the engine had possibly cut off the ignition due to a critical occurrence. She maintained that a new battery was needed and was going to tell me the cost of a new battery. I held myself down. Later she came back on phone and said the battery was ‘jump started’ to start the engine so the car could be moved into the repair bay. This turned out to be untrue because today (28/03/2026), the staff member who attended to me said the car was pushed into the repair bay from where the tow truck driver had left it.During the one week that the car was with Mercedes, I had conflicting statement from the front-office start member telling me that the car was due for type “B” servicing and when I called again to confirm this, I was told otherwise. It came to a point where I gave my Card details to the lady as she insisted the car was due for type “B” servicing. Today (28/03/2026), whilst I was with the staff member that attended to me, I asked for details of when the car will be due for service. He scrolled on his laptop to the left and right, to the bottom and to the top but could not give me an answer or details to any of my questions relating to the job performed which was okay as he appeared not to be technically minded.Regarding the Coolant pump that was installed, I had been told that RAC requested to install a “2nd grade” pump (a Euro pump) and I refused as using non-OEM parts possibly coupled with superficial repair work are the reasons why we are experiencing constant failures. I opted to pay the difference in cost (£201) so a Mercedes pump (new) will be used. So, I asked for the documentation (paperwork) proving that the pump was a Mercedes pump and not the Euro type proposed by RAC, the staff member could not show me such documentation. I also asked for the proof of pump warranty promised by James who unfortunately was not in today. This too could not be provided.Of utmost concern was that on the invoice he handed over to me was a “repair highlight” that the Mercedes engine cover was missing. I asked him how it could be possible was the engine cover is missing. He said he does not know. The engine cover is not the size of a nut or bolt and how can such a large size be missing. At this stage, I was beyond words. There was no way I was going to take the car back home. This is a Mercedes GLS, such a huge car being treated like a toy. So, I took a taxi and left for my home one hour away.As I said at the beginning, we have NEVER taken the car to a roadside or non-MB workshop for any attention. Adblue and fuel are not added by opening the bonnet. Only Mercedes has opened the bonnet. And for what purpose and when was the cover removed and forgotten to be replaced?What I seek.I want proof that the engine coolant pump is a MB pump and not a EURO pump.I want the engine cover replaced as its absence means various components, such as the plug wires, harness, connectors, other electrical components are not protected and could become corroded.I want a documented date or period when the car will be due for serving and the exact type of servicing.I want a commitment that the GLS will be properly attended to as a product of Mercedes and none other.

I was in the Maidstone Mercedes Benz dealership on Sunday to test drive a used Mercedes Benz GLA (reg WU19 AUY) and was meeting with your sales executive Ola Mustapha.The test drive itself was fine and no issues around the car itself, in fact I really liked the car. Unfortunately I wasn't happy with Ola's approach as he made me feel very uncomfortable.When I first arrived, Ola sat me down and went through the paperwork, he asked me for my driver's license, which I handed to him. He then questioned why my surname on the license differed from the booking. I explained that it was my maiden name and I hadn't had it changed in the 3 years I had been married. Ola then asked, "You're not sure of him then?"". I laughed at this and we moved on.Ola then passed me the form to sign, confirming I was over 18; I commented that I was 37 years old. Ola gave me a look of surprise and made a comment saying that he would "hit me up" in a club if we were out. I was gobsmacked by this comment, especially knowing that I was married. I then test-drove the car alone, which was fine. When I came back I asked to see the boot and explained that I needed lots of room as I have 2 kids. Ola then asked my kids' ages, looked surprised again, and made another similar comment about approaching me in a club.When I was leaving I asked Ola if I should email him if I was keen to go ahead with the car, I then mentioned that I have Ola's number. Ola then said "slow down, you trying to hit me up".It is unclear whether this is Ola's sales technique or if he was genuinely trying his luck. Although I laughed at each comment, it was a nervous laughter to deflect from my uncomfortableness because I didn't know how to respond. Ola did not make any effort to show me around the car, its features, explain the history of the car or make any kind of effort to actually sell me the car.I find it incredibly frustrating as a woman, to walk in to a vastly male dominated environment like a car dealership to buy a premium car and not be taken seriously. Car dealerships/garages etc. are still very much a "man's world" and I think it is important that your Sales reps ensure they speak to all clients fairly and equally, I wouldn't expect my conversation with Ola to be any difference from a conversation Ola might have had with a male customer that day. I was there solely to talk about the prospect of buying a car and I did not appreciate the tact Ola displayed during the conversation, nor the general uncomfortable feeling throughout my visit.I certainly did not expect this kind of behaviour from any dealer but least of all a respectable main dealership like Mercedes Benz and unfortunately it has really put me off returning to that particular dealership.I would also add, that you are lucky that you are only getting a feedback form from me as when I mentioned this to my husband he was ready to come down to the dealership and make a complaint himself as he was disgusted with Ola's behaviour.I hope this constructive feedback can help drive a change in Ola's future conduct and serve as a training tool in how not to speak to women and lose a genuine sale.Kind RegardsSally

I regret to contact you regarding an extraordinarily poor service I am currently receiving with my four week old car. I purchased the car on the 14th of February 2026 from Maidstone Mercedes (2 hours away) having bought cars previously and also family members buying multiple cars with yourself I am appalled at the aftercare I have been given. After a week of not using apple-car play we decided to try it out and found it didn't work. We have used multiple different leads (all Apple official) multiple different phones and also cleaned the port out of any residual dirt left over being approved used. It still wasn't working when we decided to contact our local dealership (Salisbury) and get it booked in under warranty to get it diagnosed and repaired. The evening before our morning appointment we were called and told not to bring the car in as Maidstone hasn't approved payment of the diagnoses and subsequent repair of the vehicle they recently sold me even though we had contacted Maidstone to inform them that Salisbury would be invoicing them to which they agreed. Salisbury also confirmed that the car was under warranty and no fee would be passed onto ourselves as Maidstone would be fronting the cost of the repair and diagnosis. ( if evidence is needed then please listen to your phone calls which specifically state that they are recorded). We then received a call informing us that we had to pay £200 diagnostic fee upfront and then find out if it was under warranty which is totally disgusting considering the car is four weeks old I would have thought as a good will gesture it would be done free of charge. We have been chasing both Maidstone and Salisbury dealerships to no avail, we are the customer not an employee and I see no reason why I am chasing your company around wasting my valuable time at work, losing out on money myself to which I could quite easily create an invoice to yourself for lost working hours. All I want is the car to work as it should do and quite frankly, I believe I was sold a car that wasn't in full working condition as again we hadn't tried the feature until after a week of having the vehicle. I demand a response to this formal complaint or I will be taking this further and pursing help from the motor ombudsman and also informing local papers of how these two branches operate after selling you a faulty product. The sales team were great and my family who have spent well into the hundreds of thousands with yourselves have always had a fantastic Mercedes service but I regret to say this is no more. Having had an Audi, Volkswagen and Mercedes that so far Mercedes has been the most substandard. If I do not have this rectified by Tuesday at the latest I will be driving into my local dealership and dropping the keys off and canceling my agreement. Being the product was more than likely faulty from the time of purchase I would have legitimate means to terminate this contract and will seek further legal advice if needed. I was promised a call back yesterday and didn’t receive one. I have called again and am having the same response that someone will get back to me. Sort it out

Firstly, it is very frustrating and annoying that you do not answer the phone and your on-line form on your web site doesn't work!Re Mercedes E220 FG16 NTU Service Record Error.On 2/10/25 you kindly replaced the rear sub frame under the Mercedes Goodwill. Your Invoice dated 2/10/25 Job No. 45548 and Document Number 21382779 shows the mileage as being 53,531. The mileage of 53,531 shown on your invoice, and possibly on Mercedes service systems records, must be incorrect as the MOT carried out yesterday (18th Mar 2026) records the mileage as being 53,089!Could you please investigate this and update your records to show the correct mileage on 2nd October 2025 and let me have a revised Invoice with this recorded correctly?Also, please update all Mercedes Service records with the correct mileage details and confirm that you have done this.I had my car serviced by MB of Medway yesterday (18th Mar 2026) and they were unable to update the service record because of this anomaly.Please let me know if you require anything else from me.Thank you.Best Regards,Nick Williams.