I DROVE 47 MILES FOR MY 8AM APPOINTMENT FOR A NEW SHOCK ABSORBER UNDER WARRANTY ONLY TO BE TOLD IT WAS NOT IN STOCK. THEREFORE, A WASTED 94 MILE ROUND TRIP

I ordered a replacement key and paid in full, when I came to bring my car in for the programming you had not ordered the key. I asked for a refund and was told this was being processed some 4 weeks later I still haven’t received the refund

Hello dear Mercedes Benz,I brought in my car for a complimentary health check in March 2026. While there, I complained about the problem I was having opening the driver rear door and I was told there must be a problem with the door opening mechanism and a diagnostic test will be carried out.Later, I was told after the health check that a further 2 hours will be needed to find out what the problem was with the door and I will have to pay for this as well as paying £120 for a diagnosis of 1 hour on the day. I complained that I couldn't understand how a diagnosis was carried out already and then asking me to pay for further diagnosis and refused to go ahead.To my surprise, when I had someone else to look at the car, I was told there was nothing wrong with the door and that I was just not pressing the key mechanism twice to open the door. I am happy to say the door opens perfectly.I must confess, I was not a pleased Mercedes Benz customer after the experience.Kind regards,OA

Formal Complaint – Lookers Approved Used Vehicle (Mercedes-Benz GLA – Registration FL20 SXD)Dear Customer Relations,I am writing to make a formal complaint regarding the purchase of my Lookers Approved Used Mercedes-Benz GLA (Registration: FL20 SXD), which I purchased on 25 April 2026.I chose to purchase a Lookers Approved Used vehicle because I trusted that it had undergone the advertised comprehensive multipoint inspection and was prepared to a high standard before being offered for sale. Unfortunately, my experience has been extremely disappointing.From the day I collected the vehicle, it suffered from an intermittent stutter while driving. As this was my first experience with this vehicle, I initially assumed it was normal. However, the problem persisted from the very beginning.On 29 May 2026, the engine management light illuminated. I contacted the dealership immediately, but the earliest diagnostic appointment available was 8 June 2026. The vehicle then remained with the dealership for over a month while repairs were carried out. I finally collected it on Tuesday 14 July 2026.I have since been informed that the fault was resolved by replacing the oil pump valve located in the engine sump. While I appreciate the repair has now been completed, I am extremely concerned that such a significant fault appears to have existed almost immediately after purchase.My concerns have been made worse by the complimentary Vehicle Health Check carried out while the vehicle was in the workshop. This inspection identified urgent brake-related items, including:Front brake pads measuring only 2 mm remaining.Front brake discs measuring 26 mm, with a minimum specification of 25.4 mm, and noted that they "will not last until next pad change."These are significant safety-related observations.This raises several serious questions:If this vehicle genuinely underwent the advertised Lookers Approved Used multipoint inspection before being sold, how were these issues not identified?Why were these brake components considered acceptable for sale if they were subsequently highlighted during a health check only weeks later?The vehicle had also reportedly undergone a service and MOT in March 2026. How did the condition of the front brakes deteriorate to the point of requiring urgent attention within such a short period and relatively limited mileage?If these issues were already known before sale, why was I not informed?It is difficult to understand how a vehicle sold as a Lookers Approved Used car could develop a major engine fault within weeks of purchase while also presenting brake components that now require urgent attention.As a customer, I relied on Lookers' reputation and the assurance that the vehicle had been thoroughly inspected before sale. Based on my experience, I have serious concerns about whether the advertised pre-sale inspection was completed to the required standard or whether the vehicle was sold without all necessary remedial work being carried out.I would like Lookers Head Office to:Investigate whether the advertised Approved Used multipoint inspection was actually completed before the vehicle was sold.Provide me with a copy of the pre-sale inspection report together with any work completed to prepare the vehicle for sale.Explain why the engine fault was present from the date of purchase.Explain why the front brake condition identified during the June health check was not addressed before the vehicle was sold.Confirm that any outstanding safety-related repairs identified on the health check will be completed at no cost to me.Consider appropriate compensation for the significant inconvenience caused, including the vehicle being unavailable for over a month shortly after purchase.I purchased this vehicle in good faith expecting the standard promised by the Lookers Approved Used programme. Instead, within weeks of ownership I experienced a major engine fault, an extended period without my vehicle, and now concerns over the standard of the vehicle's preparation prior to sale.I look forward to your prompt response and a satisfactory resolution.Yours faithfully,Mr Atiqur Rahman

car in for service and mot and been in since 11.07.26, failed mo for 2 tyres and advisory for oil on the rear shock. cust authorized the jobs. Tyres in but havent changed therm as they have no lock and wheel nut. but parts are not in so cust will have the other jobs done at a different time.No one has answered the phone and the cust is sick and he would be able to advise where the key is and he would like to come and collect the car. CAN YOU CALL THE CUST SAP SO HE CAN TELL YOU HOW TO DO THE TYRES AND HE WOULD LIKE ALL OTHER WORK CANCELLED AND WILL PICK UP THE CAR.

Thanks Rummy, for all your help, I know you have had your hands tied in some respect.Look for wood to completing sale on 18th.Best regards Trevor

Submitted form fields:Customer Web Form Type: General Webform EnquiryFirst Name: BrianLast Name: Van CampenhoutEnquiry details: I have formally initiated a rejection of vehicle Mercedes Benz GLE Reg No. J80BVC with MBFS due to a failed repair attempt and unreasonable delays. The vehicle remains in your custody pending their instructionsDealership: Mercedes-Benz of MaidstoneDealership ID: E071A4A3-887F-41DE-96B9-9C54F00DE017Source: https://www.lookers.co.uk/Engagement Score: 0Customer Session Interactions:https://www.lookers.co.uk/

Vehicle Registration: M90 ARC - Booking Date: Thursday 9th July 2026 - I arranged a booking for my car after it developed a fault. The appointment was scheduled for Thursday, 9 July. Prior to the appointment, I received both E-mail and text reminders confirming the booking and advising me to drop my vehicle off by 9:00am, which I did. At 16:54pm, I received a phone call advising that my car would need to be kept for further investigation. After that, I received no further updates. I called twice and left two messages requesting an update, as I needed to know what was happening and whether I would need to make alternative transport arrangements. Unfortunately, my calls weren’t returned. As I had heard nothing, I decided to go to Mercedes-Benz Maidstone in person. When I arrived, I was extremely disappointed to be told that my car had not even been looked at. No investigation or diagnostic work had been carried out, despite my vehicle having been with you for two days. The service advisor then suggested that I could make another booking. I was also told that all 2025 model issues are resolved by a software update, which takes several hours to complete. This raises the question of why this was not carried out during my original appointment. I have been left without confidence in the service I have received. I took time out of my day to bring my car in as instructed, yet no work was undertaken, I received no meaningful communication, and my attempts to obtain an update were ignored. I am now concerned that if I make another booking, the same situation will happen again, and my vehicle still will not be repaired. I would appreciate an explanation as to why no work was carried out during my scheduled appointment, why I was not kept informed, and what steps Mercedes-Benz Maidstone will take to ensure my vehicle is diagnosed and repaired promptly at the next available opportunity.

On Friday 10th July, my vehicle unexpectedly locked itself while the SmartKey was inside the vehicle. At the time, my 9-month-old son was secured in his child seat inside the car.I was unable to unlock the vehicle, despite the key being inside. I immediately contacted the emergency services, and the fire and rescue service attended. Due to the urgency of the situation, they had to gain access through the vehicle's window to rescue my son. Thankfully, he was safely removed after approximately 15 minutes.My understanding from the Mercedes-Benz owner's manual is that the KEYLESS-GO system is designed to lock the vehicle only when the SmartKey is detected outside the vehicle. This incident does not appear to be consistent with that description and has raised serious concerns about the safety and reliability of the vehicle's locking system.I would like Mercedes-Benz to:Carry out a full investigation into why the vehicle locked with the SmartKey inside.Inspect the vehicle and check for any faults, software issues or fault codes relating to the KEYLESS-GO and central locking systems.Confirm whether there are any known issues, recalls or technical service bulletins relating to this behaviour.Provide a written explanation of the findings and the steps that will be taken to prevent this from happening again.This was an extremely distressing incident involving a young child and required emergency assistance from the fire and rescue service. I would appreciate this matter being treated as a priority.

Work nights, and had arranged for a pick up service today - no one's picked it up.Called the dlr and stated someone tried to call to pick it up but no one answered - customer has no missed calls or VM and wants to raise the complaint as he feels they're lying, and service pick up can't be done any more as the car will be out of warranty on the next booking.Rebooked it where there's no timeslot, so now has to drop the car off on 20 July when he feels someone's lying to collect the car when he has no call log on the phone.