Absolutely disgusted . general number they never answer the phone, after 3 times calling today and the phone being transferred to allow me to speak to the service manager I was told to call back. This is not the first time I have had this problem.My complainant is:1. Health check, told front o/s tyre front needed replacing as it measured 4. really on a MOT a 3 is a warning that it will need replacing. Kayleigh was quite put out when I said No, I wasn’t prepared to buy a tyre she was quite rude in her attitude.I took my car to my tyre dealer who said Mercedes are know for telling customers they need new tyres and then they sell them off!2. Why was I charged for windscreen washer concentrate, when I left a new bottle on the passenger seat to be used.3. Please explain why Kayleigh said she had to see me off the premises after I had paid the bill ? Her attitude is not what I expect from Mercedes, and at no time had I been rude, or aggressive to her or any other staff.4. The service took place while I waited on the 14th May. This is the first time I have had to complain, if the service manager had answered his phone I would not have bothered you.

From: markbrown152@hotmail.comSent: Friday, May 29, 2026 11:27 AMTo: cs.uk@cac.mercedes-benz.comCc: Mercedes-Benz.of.Maidstone@lookers.co.uk,MercedesBenzAftersalesSupport@lookers.co.ukSubject: Re: Mercedes-Benz Case: 22446247 Concerning your: Mercedes-Benz________________________________________External Sender: Confirm legitimacy before acting.Ellen/JorgeMy frustration with Mercedes continues. Having been advised that the extended warranty team could advise on whether the already notified fault can be covered, they’re saying that’s not their decision and generally pre-existing issues aren’t covered.What’s also interesting is that they’re saying the new car warranty should cover any issues NOTIFIED within the warranty period, irrespective of whether they’re diagnosed outside of that period.On this basis, I will now be contacting the following:-The Motor OmbudsmanUK Trading StandardsI believe these organisations should be investigating Mercedes’ apparent avoidance of all responsibility for a manufacturing issue (given that starter motor, gearbox etc should all have an operational life well beyond 3 years).Mark BrownSent from my iPhoneOn 28 May 2026, at 11:26, Mercedes-Benz UKwrote:Dear Mr. Brown,GF23MHNW1N2476152W271496Mercedes-Benz GLB 247Thank you for your email.I understand you are considering taking out a 12-month extended warranty to align with the remaining term of your finance agreement, and whether this would cover the current concerns with your vehicle.As extended warranty products can vary in terms of coverage, inclusions, and any applicable conditions, the most accurate guidance would be provided directly by our Extended Warranty Team. They will be able to review your specific circumstances and confirm what would be covered both now and going forward.You can contact them or explore the available options via the following website:https://www.mercedes-benz.co.uk/passengercars/service-and-accessories/service-and-maintenance/extended-warranty.htmlIf there is anything further I can assist you with in the meantime, please do not hesitate to get in touch.Yours sincerely,EllenSenior RepresentativeCustomer Advocacy TeamIf you are unhappy with this final decision or feel this matter is unresolved, you can seek advice with a CTSI Certified Alternative Dispute Resolution provider, including The Motor Ombudsman who may be able to resolve your complaint in appropriate circumstances. Details can be found at www.themotorombudsman.org, or alternatively their telephone number is 0345 241 3008 selecting option 1. Their independent advice is free. However, please note that they are currently experiencing a high volume of customer engagement, which in some cases has extended their timescales, averaging around 7 months from dispute submission to adjudication decision. The Motor Ombudsman is unable to award compensation for losses that are not easily quantifiable, such as loss of earnings, inconvenience, or personal distress.Mercedes-Benz Customer Assistance Center Maastricht N.V., Gelissendomein 5, 6229 GK Maastricht, The Netherlands. Register No.: K.v.K. Limburg 33014909If you are not the intended addressee, please inform us immediately that you have received this e-mail by mistake and delete it. We thank you for your support.Your personal data is processed on behalf of local Mercedes-Benz legal entities or associated general distributors. For information regarding the exact data controller for your personal data and respective data processing activities, please visit the local Mercedes-Benz website of your country or the website of the associated local general distributor. To see the general provisions on how your personal data is processed by any Mercedes-Benz entity, please refer to the Mercedes-Benz Data Protection Policy.

Hi Jay and Luci,I guess I’ll have to raise a complaint, I somehow feel ignored and badly treated. It’s my third experience too many.- I was treated badly during my gear box service and you won or I overlooked and still paid for an excess.- I was given an invoice that I believed was correct, but you claimed it was wrong and I still paid higher - you won or I overlooked.- your boys have take m part out of vehicle and you have ignored my request to have it investigated and replaced.At this point, I’ve added your complaint contact for this to be dealt with. If they can’t, I need your next escalation procedure or ombudsman for this to be looked into. I don’t think I wish let this one slide - I need a full investigation on the work that was done on my car.Regards,Sent from Yahoo Mail for iPhoneOn Sunday, May 24, 2026, 9:37 am, Igwe, Udowrote:Hi Jay and Luci,Hope you had a good weekend.I was washing the car this morning (after weeks in Mexico) and discovered that a piece under my tyre hood was missing and it’s not something that can easily fall off, unless intentionally removed.During my last service with you, kindly check with your mechanic where they’ve likely missed to put it back, and let me know when to come round and pick it.I’ve attached some images for your convenience.Regards,

Dear Repairs Manager,Complaint regarding the repairs works on vehicle registration GF2 NBE.My name is Ebenezer Oniasanmi. I am writing to register my dissatisfaction and disapppointment with the repairs carried out on my vehicle with the above stated registration number.I bought the car, a Mercedes Benz GLE 450d in April 2025 and just a few weeks afterwards, the wiper blades started making disturbing, squeaky noise whenever it rained and it is operated. On bringing it back to Maidstone, Jay said the squeaky noise was caused by tree saps near my house where I usually park it. But when I said I had parked my previous cars at the same spot for many years and none of them ever developed this type of problem and the Range Rover my wife bought at the same time as the GLE was always parked near the GLE and it didn't have this problem, he sighted a different reason that I probably operated the wipers when it wasn't raining and that he would change the blades for me free of charge but if I bring it back with the same problem in the future I would have to pay for a new pair of blades. He took the car away for a short while and returned it to me and said he had replaced the wipers.The next time it rained, I operated the wipers and found that they were still making noise. I phoned Jay back to let him know that the new blades he fitted only a few days earlier were still making noise why? On pressing him with questions during the telephone conversation, he owned up that he actually didn't change the wiper blades, that he only cleaned them and that cleaning had obviously not resolved the problem. I told him how disappointed I was that he lied to me that he changed the wipers and that I would like to complain about the incident but he apologised and I decided to let the matter rest. He asked me to bring the car back and made me pay £150 for a new pair of wipers despite the car being less than one year old and still under warranty.. Before I left on the day, Jay did say that the problem would return and it did. I searched online and found that these wiper problems were common with that particular model of Mercedes cars and found those who have had theirs resolved. I again brought the car back and showed Jay the solutions I found online to the problem but he said the equipment used could not be found online and so there was nothing that Lookers could do about the problem. The squeaky noise is still there but at a reduced level after taking it to another approved dealership to have it looked at. This was my first repairs experience with Lookers.My second experience was even more disappointing and sadenning. I booked the car in for minor scratch repairs on the 14th of May. By the time I came to pick it up on the following day, Friday 15th May, there were several error messages on the car's display screen. One of the messages was that the maximum speed the car could do was 50mph. Kenan said the car may reset itself as it is being driven, that I should take it away but bring it back if it doesn't. At first I accepted to take it away with the error messages but then I asked myself why should I take a car away from a garage worse than it was when I gave it to them? Why should I risk my life driving a car that was obviously showing me safety warning messages? Why should I be driving a car that has the speed restricted to only 50mph for safety reasons? I then decided not to take it away and requested for a courtesy car to use whilst the problem was being resolved. The car was with the garage over the weekend. I waited all day on Monday for any updates and didn't receive any. I then sent an email on Tuedsay to which Kenan replied that a part had had to be ordered and I would be informed when it is ready. When I came to pick it up, Jay said the problem was caused by something they forgot to plug in when the front bumper was replaced after the repair work. But when I told him that Kenan had responded to my email that he had had to order a part to be fixed, it was then he said yes, something was 'chipped' and had to be replaced. If the problem was just about plugging something in, why would it have taken from Friday to Wednesday of the following week for it to be plugged in? This was the second time Jay was not being honest with me on the car repairs.On picking it up on that Wednesday, the error messages were gone but the sensors were bleeping everywhere even without any obstacles or anything to be detected near the car. I took Jay again into the car and drove him around the garage area for him to see what the problems were. He came out and wiped the cameras to see if this would resolve the problems but it didn't. I then said I would not like to take the car away with the sensors malfunctioning, that he should give me a replacement car I could use whilst it is being repaired but unfortunately he didn't have any to give me. He advised that I should take it away with the bleepings and book it in to be looked at on a later day. He also said he would let Kenan know about the problems. On the following day I sent an email to Kenan detailing what the problems were but there was no reply or acknowledgement to the email until when I phoned in to complain on the third day. Below is the email I sent to Kenan on the third day:Morning Kenan,Thank you for working on the car yesterday. But on picking it up, I found that a few things had gone wrong with its camera sensors. Jay has probably told you about this but I still need to let you know a few more details about it.1. The sensors are bleeping even when there are no objects or obstacles nearby.2. The side camera sensors are bleeping when I am in slow traffic.3. The sensors are bleeping when I am at a T-junction and about to turn into a new road and it does this even when there is nothing around to detect.4. The front sensors are bleeping with objects far away.I took Jay in the car yesterday for him to see these for himself. I was going to leave the car with him for the necessary rectifications to be done but I had to take it because there was no replacement car for me to get around with.The amount of bleeping it is doing as it is driven is intolerable and needs to be fixed as soon as possible.Please let me know when there will be a replacement car I can use so I can bring the car back for the repairs to be done.ThanksEbenezer.I booked the car in to be looked at today and agreed with Kenan to wait whilst it was being repaired as I thought it would be a quick job. I handed over they key around 8.30am and by 11:50am, I was told it was ready but it required a software update that would take two hours. I was asked if wanted to wait or wanted to go home and bring it back on another day for the update but I chose to wait for the update to be done today since it was only going to be for two hours, thinking by 2pm it would have been finished. But I waited until after 6pm. Most staff had closed and went away before the car was brought back out. No updates, no information whatsoever was given to me during this 6 hours of waiting for the update.As Jay gave me the key to take the car away, I asked why the 2 hour update took more than 6 hours and he said the update crashed when it was being done and had to be restarted. Given my previous experiences with Jay being economical with the truth, I had reasons to doubt what he told me but I just had to accept the reason he gave. My biggest disapouintment was, despite waiting all day (8.30 till after 6pm) for the repairs the bleeping problems for which the car was brought to the garage were still there. The car sensors were still bleeping even without being near any obstacle or obstructions.Please find below some pictures of the camera displays during the bleepings. These pictures were taken this evening after taking the car from Maidstone. The bleepings are still being made by the sensors with cars on other lanes on the road and without any obstacles nearby. This seems to particularly afftect the passenger side sensors. These are side sensors that should not have been affected by the scratch repair job which was carried out at the front part of the car.​Inline imageInline imageThis experience has left me with many questions some of which are:1. What was the actual problem with the sensors? The car didn't have these bleeping sensor problems before the scratch repair work.2. What work has been carried out to try and resolve them?3. If indeed the system crahsed during the software update, was the update successfully carried out when it was retried?4. Why are the problems still there despite waiting around all day for them to be fixed?​5. Usually when a customer takes their car to a garage for repairs, they are told exactly what the problem is with the car, what needs to be done to fix it and they are briefed in the end on whether they have fixed the problem or not.6 All works carried out are written down in black and white on paper for the customer in addition to this and if necessary, they are recorded in the car's service booklet. why has nobody told me what the cause of the bleeping was and the efforts made to fix it?Someone has suggested to me to take the car to another mercedes benz approved garage to confirm the date of the latest successful sofware update and investigate what the problem was but I said I would follow your complaints procedure first before taking any other steps.To say I am disappointed is an understatement. The problem is not solved, I haven't been told what the problem is and the work that has been carried out. I would like you to please look into this as I need to know exactly what has happened to my car.King regards,Mr E Oniasanmi

Dear David,We purchased a Mercedes EQC (RF73HFE) from yourselves on the 22nd of April and placed our £99 deposit approximately a week before this, meaning we are now waiting over 5 weeks in total for the refund to be returned.We have been calling and emailing Bhavik throughout this process, and whilst he has been responsive and explained there have been issues processing refunds, I have to be honest and say that waiting over 5 weeks for the return of a £99 deposit is simply not acceptable.I would also appreciate a clear timeframe as to when we should now expect our £99 deposit to be returned.In addition to this, we are also extremely disappointed regarding the Apple CarPlay functionality on the vehicle. During our test drive, we were informed that this feature was available, however after purchasing the car we discovered it is not activated and requires an additional payment of approximately £300.We were advised to try adapters as a workaround, which we have done, but unfortunately this has been unsuccessful. If I’m honest, had we known at the point of purchase that Apple CarPlay was not included and would require a further £300 cost, we would not have proceeded with buying the car, as this is a feature I used daily in my previous vehicle and was an important factor in our decision.Given the length of time taken to return our deposit, alongside the disappointment and unexpected additional cost surrounding the Apple CarPlay issue, I would like to ask whether you would be willing to contribute towards the activation cost as a gesture of goodwill and compensation for the inconvenience caused.I look forward to hearing from you as soon as possible.Kind regards,Gemma and Danny BiggintonSent from my iPhone

I had arranged a test drive for 11am on Saturday just gone. I'd had a reasonable conversation with someone and had mentioned that I was coming up from Bromley in Kent to look at the CLE53 AMG. I was interested in a test drive of the car but was looking to purchase the Night Edition. On the day I arrived after a 50 minute drive (traffic was heavy) just before 11am and right on time, there was no-one on reception and after waiting for a few minutes I decided to browse the cars. I saw the CLE53 AMG tucked in the corner and certainly not in a position for a test drive (to be fair it looked much better in person than I was expecting and would have likely just purchased that instead of the night edition). After 20 minutes I began to become frustrated, there was no one around and no one looking for me. I found an office full of staff at the back of the showroom and asked what was going on with my test drive. They found the guy who came out and told me he had called me to cancel the test drive at 10:40. I looked at my phone and saw that I'd missed a call. He then went on the give me a load of nonsense that the car I was due to drive had a paint problem at the paint shop and as such I couldn't drive it. If a car was coming out of paint, I doubt it would have been ready in time, plus the car I was interested in was stuck in the showroom. I reminded the guy that I'd come all the way from Bromley for this. He looked like he could care less, so I left, now furious at how I'd been treated. One missed call 20 minutes before a test drive is unacceptable. I am looking for compensation for my time and fuel. I assessed the cost at the HMRC price per mile of £0.45p at 63 miles round trip is £28.35 and my time £180 which is what I charge for my time per hour in my business. Total due £208.35. Please contact me to discuss further before further action is taken.

I purchased a new EQA250+ from Lookers in Maidstone at the end of October 2025. I have an issue with my key fob. The battery drains after a few weeks of use and I have had to replace it multiple times. This is massively inconvenient and I have been stranded twice when out as I could not start the vehicle and had to ask my Wife to bring the other key. I took the faulty key fob to Lookers on the 25th April to order another key but the engineer expalined that to claim warranty they would have top perform a full diagnosis of the car and fob. He suspected a battery issue and replaced the battery there and then. The key fob battery went flat again and I booked a diagnosis on 19th May. Your service department cannot find a fault and yet my fob keeps discharging batteries. They have replaced both fob batteries again and I asked what happens next when the fob stops working again. I was told to book another diagnostic appointment again. This is not acceptable. I have a £42,000 car and I am going through massive inconvenience of being stranded and having to attend your service centre which is an hour round trip for me only to find that you are unable to diagnose the fault. What I would like is a new fob. I do not think this unreasonable.

I’m shocked by the lack of interest and care. My car has been in 4 to 5 times with the same issue. It goes into emergency stop while driving. I have reported this and again the lack of urgency and the professionalism by the team is unnerving. I was told the Car was doing his job. How can they be correct stopping by itself with no other cars around me or obstacles while doing 25 miles an hour? How did the incident in a car park? Wait emergency? Stop no one around me this is been an ongoing situation taking my daughter to school stopped emergency stop mind you.I no longer feel safe in this car. It’s also affecting my back and my neck. I will be speaking to MY legal team.

Wednesday afternoon I ordered a data card.Then realised it wasn't what I needed.messaged them that evening to cancel.Called them first thing in the morning Thursday to cancel am.Was told they needed to email someone and would get back to me.Called a few hours later and was told they hadn't had time to send it.Its now Friday and still no call back and I can't get a answer on the phone.Im sure they will now say it is too late to cancel the order.just not great service in my opinion.I have given them every opportunity to cancel and the dealership to not get charged for the service then refuse me a refund.Also the inconvenience of the archives team in Germany searching for the data card from 1950.I have called mercedes in Germany and emailed the archives team all of which would not have been necessary if the parts department didn't just give generic our software won't allow us to do anything answers.Please can you call them for me.

Good evening,I am reaching out to you as it is impossible to communicate with your service/repairs department in Maidstone aside by phone and my experience of the last few days has been not in a way that it fills me with confidence or trust without having written proof and the service I received as been below any standards.We purchased a Mercedes C200 AMG Convertible in June ‘21 with financing and insurance through Mercedes and so far have had no problems with it and it is a wonderful car to drive.On Friday 8th May, the yellow engine light of the car came on and the power of the car was reduced significantly. I immediately made a booking for repairs on Monday 11th May. On Monday morning when I tried to drive the car to Lookers Maidstone, the power was reduced to 10mph. I called Lookers Maidstone but was told they do not provide recovery service so I booked one myself and the car was delivered to Maidstone on Monday 11th May around 11am.On Monday evening, I received a message saying the health check was done and it would be good to replace the brakes but I could pick up the car. When I called and informed what they did with the engine problem, I was told they didn’t look at it because they were not aware of it, which is frustrating because that was the only reason I brought the car in. I received information that they would look at it on Tuesday 12th May.I called on Tuesday around 11.30 to check for an update. The person I got on the line did not know anything about my car but told me the responsible person was on the phone and would call me back within the hour.Around 2pm, I had received no feedback or call so I called again myself. I got the same reply…the person who knows about your car is on the line and will call you back within the hour. I told them I would hold and after 10 min the same person said he would try to help me and looked up the info about my car but could give no proper information as he was not aware of anything.Finally around 3pm, I received a call back form the lady who had all the information.She explained that they don’t know what is wrong with the car but that maybe changing and injector would help. If I would agree to pay 1.100£, they would change the injector and see if the car works. If not, they would replace another injector (after payment of another 1.100£) and try again. If not they could replace other parts until the car was fixed.I told her that I don’t really appreciate a trial and error approach especially if I am financing the exploration. The reply I got was absolutely shocking as she told me I could always pick up the car and fix it myself.I told her that the car is still under warranty until end this month at which point she said she would have to check this and it would take 7 working days to get back to me. If other parts need to be repaired after, she would have to check every time. At which point she told me that I better be prepared that fixing my car will take a long, long time.With all respect to private freelance garages in the UK, but I could understand getting this feedback if I brought the car in with someone who fixes cars after hours in his shed in the garden but not from Mercedes itself.So I want to be clear about a couple of points:1. I want to get confirmation that Mercedes indeed does not understand what is wrong with my car and that a trial and error approach is the only option2. I understand every company has work procedures and SLA’s but if possible I would receive earlier feedback on the warrant story as I leave for China on a business trip end next week3. I would like to get a copy of the warranty which Mercedes is legally obliged to provide as stated in the contract but which I never received4. I want confirmation that if repairs are under warranty and would indeed take a long time (i.e. beyond the expiration of the warranty End May 26) that the warranty still applies seeing I highlighted the issue prior to the expiration date5. I will contact Lookers Maidstone a few times this week and next week for any updates. And as you record phone call for training purposes, I will also record these phone calls. If I receive any more smart remarks as mentioned above, I will guarantee that I will gladly share this recording on social media platforms. This is to make sure people understand that the slogan “Because it’s Mercedes Benz” has a very different meaning when facing customersIf I don’t get any comprehensive reply to this email by Thursday 14th May, I will automatically assume that you fully agree with its content.If I may add another small story about my experience with Lookers Maidstone. I received a while ago 2 recall orders and phoned to make a booking, however I received the confirmation from Lookers Maidstone that there were no outstanding recalls so that there was no need to make a booking. I received a few weeks ago an email from Lookers Maidstone informing me that my MOT would expire on 18th May. When I checked on DVLA website it mentioned again that there were 2 recall orders on the car. When I replied to the email related to the MOT that it seems there were 2 recall orders, I never received a reply. I informed Looker Maidstone about the recall when I booked the car in for Monday repair but again on Monday nothing was done. It seems today they did one and another one was in progress.I am absolutely disappointed in how I am being treated by Mercedes. My company car is up for renewal soon and I can already guarantee you that I will take Mercedes out of the options I would choose fromThank youPatrick Bosschaerts