Lookers can't be trusted, they charged £250 for a diagnostic test which they mis diagnosed just to earn money! I had a service and MOT package and still insisted that I should pay for the MOT, just stay well away they want to charge thousands of pounds for repairs that do not need doing, will be reporting Lookers of Maidstone to the ombudsman.

HI ,Following my call this afternoon I wish to make a complaint not only about my car GN73 VGR but also the way your Maidstone dealership have looked to handle the situation.Below is a high level timeline that I have shared to the regulation servicesThe issue in brief is that wen I enter the car in colder/wet climates the internal face of the front windscreen is wet with condensation and I am unable to drive the car until clear and safe to do so.Car Purchased 29/09/2023Issue first reported to Car Sales 08/11/2023Car in Garage or first look end Nov-23Car booked in with load car at earliest time 19/12/2023No issue found complaint back to Sales and Mercedes Benz 27/01/2024complaint to MBFS Jan-24MBFS declined help referred to TMO 02/04/2024TMO complaint raised 26/01/2024TMO Close case due to deposit paid to MBFS 11/02/2025Raised issue back to Garage, MBFS Feb-25Raised with FOS 07/03/2025Car in Garage again to look at and NFF 24/02/2025I have pushed hard to get this resolved and would have taken a replacement car if resolved sooner but it has taken too longWhen I got the car and this is my 4th MB all others have never had this issue but it my first EV carI have a friend who had the same car 6 months older and never had this issue.I have provided pictures of this issue and when it occursI was never sold the car on the condition that I must run the A/C, use the pre heat function and such ways of use or ever have I had to. All things that use battery and have a direct impact on the car range.My issue was with this impact as it is used for work and would have for sure have an influence on my getting this car or not.I now want to reject this car as the issue will continue every winter,I want a car I can just get in not one where there is a chance that it may need 10 minutes to clear the windscreen and make me late, what if I needed to get to an emergency for my kids MB would be happy to have me in car where I may have to wait before I go.Please let me know what other information you may need from me to get this sorted.I need to get the issue fixed, the picture below shows what I am facing and this was whilst I was parked and visiting my mother in hospital on Sunday evening and 50 minutes later I return to the car like attachedDue to the poor level of customer service I will not use the Maidstone Branch again, and this is the 4th Mercedes car I have brought form LookersRegardsGary Ludwin07748155821David Currin

To: customer.services@mercedes-benz.co.ukSubject: Urgent Safety Complaint – Vehicle DV19 LVL / Request for Vehicle DeliveryDear Mercedes-Benz Customer Relations,I am writing to raise a formal complaint regarding my vehicle, registration number DV19 LVL, and the extremely distressing and unsafe experience I have encountered following your recent handling of it.Approximately 27 days ago, the car was collected by your team after an RAC breakdown inspection was arranged to assess a fault. I subsequently delivered the vehicle to Mercedes-Benz Maidstone, where I was later informed that all issues had been resolved and that the car was ready for collection.However, shortly after collecting the vehicle and joining the M2 motorway, the car began emitting heavy smoke from the bonnet, forcing me to make an emergency stop on the motorway. The situation escalated rapidly, with visible flames and dense smoke, placing me in immediate danger. A lorry narrowly avoided colliding with my car as I was forced to stop suddenly due to the growing fire risk.I remained stranded for over four and a half hours in cold and rainy weather until a police officer arrived and arranged for recovery. The vehicle was subsequently transported to Mercedes-Benz Tunbridge Wells.After such a serious and hazardous incident, I was extremely disappointed to receive an email today requesting that I collect the car again. With due respect, I will not be collecting the vehicle myself under any circumstances. Given the severity of what occurred and the clear safety failure involved, I am requesting that Mercedes-Benz arrange for the vehicle to be safely delivered to my address once it has been fully inspected, repaired, and confirmed safe for road use.Following this traumatic experience, I have entirely lost confidence in the vehicle’s safety and in the handling of this matter. I therefore expect Mercedes-Benz UK to take full responsibility for ensuring that my car is returned to me safely and that this issue is investigated at the head office level.Please acknowledge receipt of this email and confirm the next steps regarding the delivery of the vehicle and a formal investigation into this serious incident.Kind regards,MeriemSent from Gmail Mobile

I purchased my car in September of 2023.I reported an issued with this car 42 days after ownershipThe car still has the issue, the local garage which I refuse to use any more due to the way I have been treaded, spoken about and my car handled would not assist with the fault.I was advised to complain to the motoring ombudsman who took about 11 months to decide they could not help and I would need to talk to MBFS who then told me to complain to the financial ombudsmanI am still left with one of your cars that has an issue and at time means I cannot use the car when I want

I wasn't aware I could reserve a car while making ongoing enquiries. I had made it clear I was very interested in it, and as a result missed out on it.

Dear Mercedes-Benz,I am writing to raise a serious concern regarding the recent service experience with my vehicle (registration DV19 LVL).I brought my car to Mercedes Maidstone service centre on Friday, 24 October 2025, due to an issue with the coolant system. I was informed that the issue had been resolved and that my car was ready for collection on Thursday, 30 October 2025.I collected the vehicle today at around 1:30 pm after your team confirmed it had been fully repaired. However, after driving approximately 11 miles on the motorway, the engine temperature rose sharply, and smoke began coming out of the car. I immediately contacted your service centre and was advised to wait on the motorway for assistance.I waited for almost two hours before a recovery truck arrived. Unfortunately, I was left stranded on the motorway, as the recovery driver refused to take me back to the service centre or provide any assistance in arranging transport. I was offered no replacement vehicle, and I had to make my own way home — a journey that took over three and a half hours, during which I incurred costs for taxis, trains, and buses.This experience was extremely inconvenient and disappointing, especially after being assured that my vehicle had been properly repaired.I am therefore requesting:1. A replacement vehicle to be delivered to my home address as soon as possible; and2. Compensation for the significant inconvenience and transportation costs I incurred as a direct result of this incident.Please treat this matter urgently and confirm the next steps.Kind regards,

Richard I think was the sales guys name who followed up ,unfortunately I’m now in hospital but will revisit once I’m better.

Please see below, correspondence between us and Richard Rapley once we had the car home.Sent from my iPhoneBegin forwarded message:From: "helmersdale.co.uk_jason"Date: 22 October 2025 at 15:07:14 BSTTo: Richard RapleySubject: Re: Mercedes GLCHi richard i was looking through the videos and photos of the car before we bought it and you can actually see that on the drivers side that it does look miss shapen and sticks out. Id not noticed it on the photos before. Also you can see it on the video you sent us. I really should of talked to you yesturday rather than my husband as i was the one who took the car in to have it looked at. The paint work they said was to blend in the replacement panel to the rest of the car area. When iv looked into the law into this we are in fact entitled for this work to be done. There is also a split underneath the car obviasly from where it had been pulled out. Would you like me to send you your photos of what you took of the car or do you still have them? If the work is not done because i told you with in the cooling off period we are still entitled to give the car back this is also an option all though there has been some milage put on it now. We are putting a towball on tomorrow so we could do with knowing what we are doing asap. Also all the parts have now come to the mercedies company ready to be put on but we will not do this until we know you guys will pay for the repairs. The other option is going through legal route which im looking into now. Could you send this email to your managers who are making the decision please. I did try and call you but i was put on hold and then hung up on which is making me rather worried. Kind regards amy hillSent from Outlook for Android________________________________________From: Richard RapleySent: Thursday, October 9, 2025 11:54:26 amTo: Jason and Amy HillSubject: RE: Mercedes GLCHi Jason & AmyThanks for letting me know.Please let me know if I can help in any way.Kind RegardsRichard RapleySales ExecutiveMaidstone Mercedes-BenzBircholt Road, Parkwood | Maidstone | ME15 9YNT: 01622 623 700www.lookers.co.uk/mercedes-benzFrom: Jason and Amy HillSent: 09 October 2025 09:58To: Richard RapleySubject: Re: Mercedes GLCExternal Sender: Confirm legitimacy before acting.We have booked an appointment at our local Mercedes dealer at Teeside for 17thOct. Just letting you know. ThanksJason and AmySent from my iPhoneOn 9 Oct 2025, at 09:42, Jason and Amy Hillwrote:Hi Richard,Here is the trim that is loose on the back of the car.Let me know if you can’t see it.Jason HillSent from my iPhoneOn 9 Oct 2025, at 09:34, Jason and Amy Hillwrote:Hi Richard,We are having a few issues with the car. One is there is a malfunction warning that keeps coming on.Thanks jason

They never gave me an opportunity for the test drive I asked for, because it will be a car provided by my company not bought by myself. It means Mercedes won't be on my next car short list.

Made a holding deposit of £250 on a car Reg GF74WFD but finance failed and deposit money didn't get return, sent email to sale person and lookers Maidstone both no reply