I am raising a formal complaint regarding incorrect information provided to me prior to purchasing my Mercedes-Benz Approved Used vehicle from Mercedes-Benz of Maidstone.Before purchasing the vehicle in November 2025, I discussed the vehicle with Ola Mustapha by telephone. During that conversation, I was informed that the vehicle would not require servicing for another year, and I relied upon that information when deciding to proceed with the purchase.I have since discovered that the vehicle was serviced on 01/07/2025. As the vehicle was purchased in November 2025, it becomes due for servicing approximately eight months after purchase rather than a year after purchase.Had I been informed that the vehicle would require its next service sooner than a year after purchase, I would have taken that cost into account when assessing the overall ownership costs of the vehicle.I initially raised this matter with Ola Mustapha, who disputes my recollection of the conversation. I subsequently escalated the matter to Gary Sykes on 17/06/2026 and to Steven Johnson on 25/06/2026. Despite these attempts to resolve the matter through the dealership, I have not received a response from either Gary Sykes or Steven Johnson.I have been a Mercedes-Benz customer for many years, and this experience falls well short of the standard of customer service I have come to expect from a premium brand. I also found it disappointing that, although Ola and I have different recollections of the original conversation, there was no expression of regret for the situation or acknowledgement of the concern I had raised.I am disappointed that my concerns have not been resolved at dealership level. I therefore ask Lookers Customer Relations to independently review my complaint and consider an appropriate goodwill contribution towards the upcoming B Service in light of the information provided to me before I purchased the vehicle and upon which I relied.Thank you for taking the time to review my complaint. I look forward to your response.

Email I have sent to head of servicing at Maidstone!Good Afternoon Mr Harbour,I hope you’re well.I’m contacting you regarding an issue with my vehicles service history that I have previously raised on multiple occasions, but which unfortunately still hasn’t been resolved.Despite being assured that the incorrect service history would be corrected, it appears the records remain inaccurate. As a result, the garage that has just complete my latest service has been unable to add it to the digital service history because the existing records are still incorrect.This stems back to 18th August 2024 when one of your members of staff inputted the incorrect pls into the system. An amount of 81,592 was inputted which was incorrect and should have been around the 63,000 mark from memory.Then, I had a service with yourselves in July 2025 I believe which has not even been recorded on the DSB system which has also led to me having issues with the roadside assistance team.Then, when I needed road side assistance your team added in a service one 4th June 2026 of 82,000 miles to allow me to use road side assistance…. However, my car is still only on 76,108 mls.So, 2024 needs updating to the correct mileage, 2025 service needs to added and with correct mileage and then the team at Mercedes of Swindon will be able to add the service I had with them today at a mileage of 76,100.This is extremely frustrating, as an accurate service history is important for maintaining the vehicles value and future resale. I have already spent a considerable amount of time trying to have this corrected after calls/emails in 2024 I was advised it was sorts…. This is not the case and to now see my service in 2025 isn’t even on the DSB system is frankly concerning. I would have hoped this would have been resolved by now.Could you please investigate this as a priority and ensure the existing service history is corrected so that my most recent service can also be added without any further delay?Given that this issue has been ongoing since 2024, despite my raising it previously, and that it has now directly prevented my latest service from being added to the vehicles digital service history, I would also ask that you son cider an appropriate gesture of goodwill in recognition of the time, inconvenience and frustration this matter has caused.I would appreciate confirmation of the steps being taken and an indication of when I can expect this issue to be fully resolved.I look forward to hearing from you,King regards,Dan Hammond

Dear Service Manager,I am writing to express my strong dissatisfaction with my experience at Mercedes-Benz of Maidstone today.Just one week ago, I purchased an Approved Used Mercedes (MB21 FYV) from your Lookers Canterbury branch. After noticing a fault, I took time off work this morning and drove 20 miles to your Maidstone site for a diagnostic appointment, only to be told your systems were down and I must return next week.As a brand-new Lookers customer, this is unacceptable. I have wasted time off work, driven 40 miles round-trip for no result. If your systems were down, I should have been notified before travelling especially since your automated confirmation was sent just yesterday.Because this wasted journey was due to your communication failure, I expect compensation for the fuel used today.To resolve this, I expect you to arrange a complimentary collection and delivery of my vehicle for the rescheduled appointment so I do not have to waste further time or fuel, alongside a courtesy car.I look forward to your prompt response.

Got the car on Monday, and hasn't had the finance settled on the PX.Finance company haven't received payment of the settlement, so customer needs this actioned.The agent informed the customer at the time stated they done the payment on Monday, and now have told him that it takes 2 weeks for the settlement to be paid.Customer now has a monthly payment due today for the PX, and the customer has now cancelled the direct debit as a result.

I have a email of complaint devised so would like an email address to forward my complaint to

My car has been with Maidstone for repairs since 5th June, I have had no update since Monday 15th June. I rang Friday 19th June and was informed someone would ring back, they didn't ! I've just rang and been told the department is now closed till Monday. I just need to know what's happening and when I can expect my car back ? Please help.

I feel compelled to express my profound disappointment with your services.On 2nd June 2026, my vehicle was collected from my home for servicing. Later that day, I received a call from one of your representatives, Vinad, who informed me that there had been an accident on the return journey. Vinad indicated on 2nd June that they aimed to repair my vehicle within a week. He offered me a courtesy car, and I explained that my street only permits resident parking, necessitating the purchase of a visitor parking permit from the council. He assured me that Mercedes Benz of Maidstone would cover the cost of the visitor parking permit and cost of repairs. I clarified that obtaining the permit would take a few days due to the need for council approval and collection, making the immediate delivery of a courtesy vehicle impractical as I needed to arrange for the permits. He stated that Mercedes Benz of Maidstone intended to have my vehicle repaired by 9th June. Given the time frame required for the parking permits and the fact that Mercedes Benz of Maidstone were closed on weekends for courtesy car delivery, I had no choice but to be without a vehicle for a week. I requested photographs of the accident and details regarding the individual involved. Vinad stated that this information would be provided once my vehicle was repaired and returned.On 8th June, I called to check on the status of my car and spoke with Lucille, who informed me that my vehicle had not yet been repaired. She explained that the body shop mechanics had left for the day and assured me she would check on the progress and provide an update the next day. I did not receive any updates throughout the morning and afternoon, so I called your office on 9th June after 4 PM. I spoke with Jay, who informed me that my car had not been repaired because you were waiting for the third party to accept liability. At that point, I requested a courtesy car to be delivered on Thursday, 11th June, and also asked for my white cable charger, which was in my car, to be brought to me with the courtesy vehicle, to which Jay replied that it should not be a problem.On the 10th of June, I reached out again and spoke with Jay, requesting details about the courtesy vehicle, as I wanted one that matched the specifications of my own (A200). I expressed my dissatisfaction with the ongoing situation and calmly communicated to Jay my displeasure regarding the inconvenience caused by Mercedes of Maidstone. Jay responded in a very rude manner, instructing me to direct my frustration towards the third party. According to Jay, Mercedes Benz of Maidstone was only responsible for picking up the car for servicing and returning it, and did not plan for the accident to happen. I informed him that I lacked any information about the third party. He stated that my insurance company would be in touch with me and that I should deal with them. When I asked if Mercedes Benz of Maidstone had contacted my insurance, since I had not heard from them, he said he did not know. His manner and tone were appalling. No one deserves the treatment I received from Jay. I was astonished that a representative of Mercedes could speak to customers in such a way. I have never been rude or arrogant towards your staff and have not complained about your services, so receiving such unpleasant treatment from Jay was unprofessional and unacceptable.On June 11th, Jay called to inform me that the courtesy car would be delivered on the 12th instead of the 11th as we had initially agreed. He mentioned that a driver was ill, and he would send an apprentice to deliver the courtesy vehicle. This entire experience has been stressful and inconvenient. Starting from June 8th, I have been compelled to spend part of my work time each day dealing with your matters.On June 12th, Jay contacted me to inform me about a document that required my signature for the courtesy car. Jay did not indicate that the link was time-sensitive. Consequently, I had to call again to request the link, and I signed it while speaking with your customer service advisor. Unfortunately, I forgot to note her name.Throughout the time I was without a vehicle, I continued to incur costs for personal services that required a vehicle. I have exercised patience with Mercedes Benz of Maidstone since June 2nd. This has adversely affected my daily life. In light of my composed nature, I would have anticipated a courteous response, however, I have encountered the following issues:There was no apology offered.I did not receive a callback from Lucille with an update on June 9th.Jay spoke to me in a disrespectful manner.On June 9th, when I called, Jay answered and immediately told me to hold while he completed another task, keeping me on hold until he was ready to address my concerns. Mercedes Benz of Maidstone have not prioritized the servicing of my vehicle.The courtesy car I received on 12th June did not come with the cable charger I requested. When I asked the driver about the cable, he was not informed about it.I demand a written apology from Mercedes Benz of Maidstone for the stress, inconvenience and unfair treatment I have experienced.I demand photographs of the damage to my vehicle.I demand the third-party details of the individual you claim caused the accident.I demand documentation regarding the damages and the repairs made to my car.Additionally, I am requesting compensation for damages for the distress and inconvenience.

Unhappy w/ the bodyshop - had an accident and Monday morning he called to find amount of repairs and next steps. Someone promised a call back and this hasn't happened.Was then told the generic bodyshop number and after taking details, he was told to contact MB Maidstone.He's received an email from the bodyshop to take pics and confirm who'll be paying for damage, which he's responded and 2 days gone with no response.

I recently picked my car up from Mercedes Maidstone. On receipt of my vehicle and driving home I’ve noticed the car is absolutely filthy inside and out when it’s been at your garage for 2 weeks my registration is Rn21oco this is a simple valet which has not been done and I will now have to get it valeted where there is bird faeces all over it.

Thank you for ringing back.I have tried turning up the volume on the steering wheel after saying “Hey Mercedes” - no response.I have also tried saying “Hey Mercedes” when the radio is playing quietly - no sign of the entertainment volume falling when the system is trying to respond.I note your claim that your engineer demonstrated it working while you had the car. I cannot reconcile that with the fact that it is not working now.I note your offer to look at it when I am next passing Maidstone. Unfortunately I very rarely pass Maidstone, in fact I have not been there in the past year, and it is a good half-hour journey each way.I am afraid I don’t consider that good service and will be saying so if asked to comment.Yours faithfully,Stuart NeameSent from my iPadOn 12 Jun 2026, at 12:18, Stuart Neamewrote:Dear Sirs,One of the problems I asked you to attend to was that my system no longer responds to “Hey Mercedes.” The car has now been returned and it still does not respond to “Hey Mercedes”.On one of the documents you report that this is because the response volume has been turned to minimum. If so, why did you not reset it to a normal volume? I don’t know how to reset that volume.I rang this morning to report this. The operator said she would put me through to the service manager, but their phone was not answered within four minutes.I look forward to your response,Stuart Neame