cust paid £205 deposit 04.03 he didnt go through with the purchase and would like his money back

Yesterday the 16th of March, I went to Maidstone Branch to pick up my EClass convertible YG68UMB. After driving 2hrs from my work, I went to the service department to collect my car and hand back the courtesy car. Jay, who is a credit to your company. Brought round my car, I was greeted by my car absolutely disgusting. I was told last week that it was booked in on Friday the 13th for the valet which the sales dept would cover the cost. Jay went over to the sales team to find out why it wasn't done. There answer was yes it was booked in but wasn't done. They didn't even come over to me to explain or apologise. It is like they just couldn't be bothered with me anymore. Jay got it cleaned which I had to wait half an hour for. On driving down the road I could hear a rattle which was the roof mechanism. I stopped and tried to close it and it won't close properly. I am disgusted as I was due to take the car on holiday with me today. But I had to take my partners car incase it wasn't safe or leaked. I asked the service dept to look into the roof mechanism and it obviously wasn't.I think that Lookers in Maidstone just don't care about there customers. Whilst I was in the showroom another customer was there to pick up her car and came straight back in as the initial issue with her was still a problem.I hope i get an apology and when I take it back for the rest of the work to be completed and a proper valet.RegardsDaniel Hull

Hi, I purchased a used Mercedes A-Class from you on the 6th March and noticed that the windscreen washer reservoir is faulty and it not holding any fluid. As the car was only recently purchased, I believe this fault falls under the Consumer Rights Act 2015.Could you please arrange for the vehicle to be inspected and repaired at no cost at a garage local to me, as currently this fault would constitute as an MOT failure.I will call on Monday to confirm arrangements.Thanks

On Friday the 13th march 2026 i booked an appointment with Rihanna over the phone for me to come and view / purchase a car on Saturday 14th march . She asked me what time id like and we agreed 12 noon . On my way over at just gone 11 am i had a call from Rihanna saying basically don't bother coming as another member of the sales team has sold that car this morning ! Do the not talk to each other and say “ iv got someone coming this morning to look / purchase this car “? If i was asked on Friday to put a holding deposit then i would of done but at no point was this discussed . Word of mouth and feed back to other people that are looking to purchase a car goes a long way . Id defiantly not recommend anyone after this apauling customer service iv received .. Rihanna did however say “well we have another car the same hear but its £7000 dearer you can look at that if you want “ . Why was i not offered a discount on this as iv been messed about ?? Out of princable now id NEVER purchase a car from Lookers of maidstone

To whom it may concern,I purchased my vehicle a E Class YG68UMB convertible from your Maidstone Branch on the 19th of December 2025.Soon after my purchase I started to get problems. I emailed the salesman Richard Rapley with photos on the 22nd of January. He emailed back to say that the service department will be in contact to arrange for me to bring it back to get the work done under the 3 month warranty. I hadn't had any contact from the booking team which was put on there system Kerridge. I eventually had to contact them myself on the 3rd of February as I hadn't heard from them. They couldn't get my vehicle booked in until the 23rd of February. I was told that I can pick it up on Saturday the 28th February. I got an email to say they did a health check on the vehicle which they attached a quote of over £1300. The suspension problem they found in the health check is also covered by the warranty likewise the other problems that the car is already there for. Since then I have been chasing the service department for a time frame of when this work will be completed and all i have been told is they are waiting for the go ahead. As this is only a 3 month warranty which finishes on the 19th of March. What exactly is going to happen when the 3 month warranty expires and the work hasn't been done? I have been chasing to find out when the work will be completed so i can arrange collection of the car as i don't live local to the branch and will have juggle my work around.I expect the work to be completed by the end of this week, can you call me tomorrow the 10th of March please with an update.RegardsDaniel Hull

Hello William,I ordered some parts for a E220 on Thursday 26th February 2026 at 14:49 with Brian (Totalling £1462:10). I asked for the parts to be delivered yesterday, the 5th March as we were away for a few days. I spent most of yesterday trying to contact the parts department to see when the parts were coming. I left voicemails when the option arose, I also emailed the parts department at 15:26 to get a response and order further parts now the vehicle was on site. NO response from the parts department.At 16:46 I called the service desk and spoke with Kaleigh, who was very helpful and went to speak with the parts department. She advised me that the parts department would send me a payment link and someone would contact me. The payment link arrived at 08:03 this morning which was paid at 08:22. I then emailed after calling the parts number directly several times, without response, at 10:59 for someone to call me. AGAIN no response!!I tried to call your service department again at 11:58 this morning and got through to a central call centre who also tried to contact your departments to no avail. It was them that gave me your email address.So, being that you are the general manager at Lookers Maidstone, you are my last hope that someone will contact me and get these issues resolved. As your calls are recorded, you can look back at the times stated in this email to confirm all that is written.Hoping to hear from someone soon,RegardsNigel Dalby

cust was looking to purchase a car by distance selling the customer was happy to do this but asked if this could be moved to a dealership closer to him but was totally refused. The cust then has spoken to another dealership which is happy to move a different car from another Lookers dealership.

Please delete my data and stop texting me. I can’t text back to stop it

Good MorningPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Wayne CossingtonSent: 26 February 2026 21:09To: Ravinder SidhuCc: Binod Thapa; Sathyajit Menon; F and I Complaints; William GriffithsSubject: Re: Parking aid issue WG70 VVNExternal Sender: Confirm legitimacy before acting.Dear all concerned,I am writing regarding my vehicle, registration [WC70 SSY], which I collected on Friday 30th January 2026.When I collected the car nearly four weeks ago, I was informed that the part required for the parking assist was already on order. However, I have now been told this evening by one of your colleagues in the service department, that this part was ordered when the vehicle was brought into you on Monday 23rd February 2026.When I challenged this with the person, I was informed that your company was going through a new process and that the order must have been missed.This delay is unacceptable. I have had to endure additional costs to insure my other vehicle and to keep this vehicle taxed during this period, which is unreasonable.Additionally, from the health check video that I have been sent via text from a vehicle technician at Maidstone Lookers on Monday 23rd February 2026, there is play in the spring ball joints and play in the anti-roll bar link both on the offside front which I hope will be replaced on both sides of the vehicle as this is considered good practice.I request that the vehicle be rectified and ready for collection by Saturday 28th February.If the necessary repair cannot be completed by this date, I will have no alternative but to:1. Forward a formal notice to Mercedes-Benz Financial Services to reject the vehicle under my short-term right to reject within 30 days as outlined in the Consumer Rights Act 2015.2. Accept an alternative vehicle of the same make, model, age, and value that is in satisfactory condition, as a replacement.I have waited patiently for this issue to be resolved, and I expect this matter to be prioritised immediately.Please confirm receipt of this email and provide a clear plan for rectifying the vehicle by the specified date.Kind regards,Wayne Cossington14 Court Tree DriveEastchurchSheernessKentME12 4TROn 17/02/2026 09:51 GMT Waynewrote:Good Morning,Have you any availability this week as my wife is on annual leave and can get the car to you?Regards,Wayne CossingtonSent from my iPhoneOn 16 Feb 2026, at 10:19, Ravinder Sidhuwrote:HiJust realised Jay is off on holiday,Binod can we get Mr Cossington booked in please.Ravinder SidhuSales ExecutiveMercedes-Benz of MaidstoneBircholt Road, Parkwood | Maidstone | ME15 9YNT: 01622 623 700lookers.co.uk/mercedes-benzFrom: WayneSent: 15 February 2026 10:58To: Ravinder SidhuCc: Sathyajit MenonSubject: Re: Parking aid issue WG70 VVNExternal Sender: Confirm legitimacy before acting.Hi Ravi,Thanks for the update.Jay, can you please give me some availability so that I can check my diary to get the car to you.I’m not sure what the knocking noise is but I’d appreciate this is investigated at the earliest convenience please.Regards,Wayne CossingtonSent from my iPhoneOn 15 Feb 2026, at 10:44, Ravinder Sidhuwrote:Hi WayneThank you for your email.I asked our workshop manager to chase and was told they are still waiting forMercedes benz to get back to them with an update.I have copied Jay in who can get the car booked in for you at a convenient time.Hopefully it wont be too long now for the rear parking sensors.Kindest regardsRavinder SidhuSales ExecutiveMercedes-Benz of MaidstoneBircholt Road, Parkwood | Maidstone | ME15 9YNT: 01622 623 700lookers.co.uk/mercedes-benz-----Original Message-----From: WayneSent: 14 February 2026 14:36To: Ravinder SidhuSubject: Parking aid issueExternal Sender: Confirm legitimacy before acting.Hi Ravi,Following our conversation recently, you were going to escalate my concerns regarding the issue with the parking cameras etc however I have not obtained an update from you.In addition, there is a noise coming from the front of the car whilst in motion.Can I please urgently request that the car is booked in for an investigation along with the parking aid as soon as possible.Your immediate attention would be grateful.Regards,Wayne CossingtonSent from my iPhone

I purchased my vehicle on 10 January 2026. I bought it for touring Europe and Turkey for 2 months in April 2026 and require a reliabe car. This was communicated very clearly to the sales team who assured me that the vehicle would be fully serviced with a one year Mercedes warranty. Any faults diagnosed will be rectified before collection and that any problems found subsequently will be dealt with at any local Mercedes dealers free of charge under the warranty which was not true. During the first journey to South Wales at the end of January, we found handling and stability problem on braking. I asked for the car to be checked and was told the first available slot was on 17 February. I then contacted the local dealer at Sydenham who told me the diagnostic would cost £250. We were forced to take the car back to Maidstone on the 17th Feb. The report showed all tyres have different tread depths (N/S/F 53; O/S/F 36: N/S/R 52; O/S/R 30) and noise from rear axle. The service team recommended change of tyres and geometric alignment to solve the shifting issue and quoted £1,398. I was not happy with this as I just bought the car so the service team told me to contact the sales manager who disputed that the tread difference is legal and safe to drive. I was not satisfied and sought independent view from a local mechanics who advised the tread depth for 4x4 or all wheel drive vehicles should not exceed 2mm difference, that mismatch of tread depths could damage the drivetrain/differential and could affect the safe handling of the car which is the case for our vehicle. He added that the noise from the rear axle is caused by the tread difference on each tyre leading to damage to the rear axle bearing. I took the car to Maidstone again to diagnose the noise and the service team confirmed this time the bearing needs to be changed. This however requires head office authorisation and ordering of the parts from Germany which could take up to a month on average and they do not recommend driving the car for long distance. At the same time, they cannot provide a courtesy car. We are deeply unhappy with the situation as we cannot wait for this long authorisation process. I then reported this to the Sales Team who promised to escalate this to the Service Manage and would update me. This was three days ago. So far, no one with authority has called us. This non-responsiveness seems to be the norm as we have to chase both teams numerous times with promises to return my calls which were never fulfilled. My wife and I are extremely concerned and anxious that the car will be not sorted out in time for our planned trip in April. We are also not satisfied that we need to change the tyres at our cost as the car should be fit for purpose for safe driving before it is sold to us.