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 may be 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 will 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 view 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

I recently took my car in for a service at Mercedes Benz Maidstone, and while the service itself was completed without any obvious issues. However, the overall experience was extremely disappointing.I specifically requested twice that my car be cleaned as part of the visit, and each time I was reassured that it would be done. However, when I returned later that day to collect my vehicle, it hadn’t been cleaned at all.What made matters worse was the interaction upon collection. Jithul, who identified himself as the assistant manager, handed over my car and questioned why it hadn’t been cleaned as if this was news to him. There was no apology, no attempt to take responsibility. Instead, I was told that not having my car washed should be “the least of my worries” and that I should bring it back another day to have it cleaned.That response was completely dismissive and unprofessional. I explained that I live quite far away, but this was met with indifference. Being asked to make another trip to fix something that should have been handled during the original visit is unreasonable.It’s frustrating when a premium brand fails on basic customer service. I expected better communication, accountability, and respect for my time. Unfortunately, this experience fell well short.

I had to use Mercedes Benz in Maidstone as my usual dealer in Canterbury was undergoing refurb after a fire.My car was booked into Maidstone for a service (I have a service plan) MOT and the replacement of the rear passenger side light cluster.The booking was fairly straight forward, however, I received a call the Thursday before asking me to pay for the rear lamp in advance, which was somewhat of a surprise and an inconvenience as I was entertaining clients. I paid the requested amount having been told if I did not the dealer could not order the part. I find this very surprising and unusual, however, this was the least of my problems.I took my car to the dealer for 0915 in the morning and the handover was fairly swift, I was given a courtesy car but was not taken round the vehicle to check anything so I left the dealer having been told someone would phone me with updates on progress. I drove straight home and parked the loan car on my drive, it is 23 miles to my home.I waited to hear updates but nothing came. I started to proactively call the dealer at 1530 to find out progress, I called 4 times and every time the service phone just rang and rang, I then phoned sales, who answered straight away, told them my problem and they transferred me only to be left holding on an unanswered phone again. On the 6th time I left the phone ringing for ages and eventually someone picked it up. They had the wrong name against my car reg and eventually told me it would be ready at 1700.When I arrived back at the dealer I was left standing around for over 15 minutes before anyone asked if I needed help!!!Eventually I was seen and I handed over the loan car keys, the service chap went away and was gone ages, when he came back he said to me “you have damaged an alloy wheel” there then followed a bit of yes you did, no I didn’t. I can assure you that I did not in any way damage the loan car.As you can imagine I was pretty fed up by now.I was shown to my car handed my keys with no MOT or invoice, I was told these would be sent to me via e mail but all I have is the invoice for the rear light.Overall I feel very let down and not treated as a valued Mercedes customer. I have not experienced this in any other Mercedes dealer so I can safely say that there are some fundamental problems here.I have checked Trustpilot and it seems I am not alone, this dealer only has a score .3.8.I will be very interested to hear your response.

Poor CommunicationPoor quality of workLack of empathyoverall dissatisfaction with the service I receivedI have sent a formal email of complaint to davidwalczak@lookers.co.uk but have had no response or acknowledgement. I was advised that he was my best person to contact at the branch.

I am writing to formally complain about my recent experience at your garage which was ongoing for many weeks.I am extremely upset about the absolutely disgusting way in which my partner and I have been treated, from a main dealer garage. I have provided the below summary of events.Booked in for diagnostics for overheating and 2 recalls for 16th decYou confirmed by phone call to myself, Aisling Daly, that you would have to keep car overnight as the recalls were taking longer than expectedI called on 17th December for an update to be told that you were still working on recalls and diagnosticsYou called my partner Robert Arnold on 18th December to say that they found that the radiator was completely blocked and that this what was causing the overheating, Robert asked if this was definitely the issue and was told by Jay that 100% this is what was wrong with the car and that this would fix the issue, reason for questioning if this was definitely the problem was because cost of repair was £1700 and we were both reluctant to spend this much money on car given it’s age. However based on Jays assurances that this was definitely the issue and nothing else wrong with the car we decided to go ahead and gave the authorisation to change radiator and paid immediately.We expected the car to be ready by the end of play 19th December l however received absolutely no updates whatsoever.We became concerned that we had not heard so called just before closing on 19th dec for an update bearing in mind this was late in the evening close to closing timeTo my disbelief and absolute shock I was told that they had now found an issue with the heater matrix, despite being told previously by jay that the problem was the blocked radiator. I was extremely upset by this news as the cost of changing this part was a further £1300 I ended the call because I was so upset and needed to discuss with partnerLucille then called me back to say that we should never have been told it was definitely the radiator and agreed to replace the heater matrix at a reduced cost of £800 because of this. She told me there was one left in the country and if we paid straight away she would secure the part and explained that this would not then be ready until Tuesday. I explained that we were going away for Christmas on the Monday Lucille told me that the car would be ready for our return on the 30th December.During all of this time I was having to pay for taxis for school runs and we also had to book a last minute train for a family of 5 to get us to the airport which ended up costing us 100’s of pound because it was so close to departure date and Christmas period.From this date I had no updates whatsoever from MercedesOnce again I had to call for an update so I called on 29th December to check to see if the car was going to be ready for our return to the country the next dayTo my shock I was told the part was on order. I questioned this and eventually it was explained to me that the original part had been damaged so they had to order a new one from Germany which would take at least 5 working days and not including bank holidays for new year etc.We had the whole Christmas period without a vehicle and at no point were we ever offered a courtesy vehicle even though it was obvious we had small children given the car seats in the back of the vehicleI called on 5th January to make a complaint as I was not happy at all about how this was handled and also I was told at that point that the part had still not showed up.The part did not then show up until I believe 6th or 7th of January, while Lucille did provide daily updates at this point I was still not happy as I was struggling without a car.On 7th we were then told that the heater matrix had been changed however there was now an airbag light on the dash which they believed had been disturbed when changing the heater matrix and they were looking in to it.On afternoon of 7th Jan we were then told again that the part would have to be ordered from Germany and would take a further 5 working daysA courtesy car was finally offered on 7th but this was only due to the fact that there had been so many errors made to date.Finally collected the vehicle on 16th JanuaryInitially car was working fine however we only took it on short local journeys for school runs etcTook the car for a longer run on 8 February and showed exact same problem as before with regards to engine overheating and fan coming onCalled Mercedes on 9 feb and car was booked in for 12th FebruaryAlso explained at this time that there was damage to the dash where they had taken this out to replace heater matrix and glove box not closing along with drivers door not closing properly. I was told by Lucille that these issues would be looked atCalled for an updated on 13th February but there was no update and we were told that you were still looking into it and was told technical query was raised with Mercedes for further advise on the issueFurther called on 20th February for an update and was asked questions about history of the carThen I called again for an update on 26th and spoke to Jay who advised that he had received an update the previous day but "forgot to ring me"I had to say that this phone call was probably the most distressing part of all of this fiasco. In this phone call with Jay I was then told that “it looks like a block in the engine” which would take hours and hours of labour to strip down the engine and try to find the blockage and clear. I was absolutely floored by this because at no point in any conversation with anyone at Mercedes did anyone ever mention the possibility of a block in the engine. If we had full transparency at the very outset that this could potentially be the problem we would have not spent one single penny on this vehicle but here we were having spent £2,500 on the car to still be in exactly the same position. Not only that but when I questioned Jay on this and why we were told initially it was definitely the radiator that was blocked, on this call I was told by Jay that “well 9 times out of 10 it’s this so we always change the cheaper parts first” so what this tells me is that you were taking a stab in the dark at the issue and changing parts on the vehicle hoping that this issue would resolve itself without actually being certain this was the problem and doing so at a significant cost to both myself and my partner. Shockingly from this phone call Jay also admitted that when the vehicle was returned to us while the flow of water was going though the system better than before it was still not 100% but in Jays words “we were hoping that once you started driving the car the blockage would break up and clear” once again information that should have been communicated to us when we picked up the vehicle but not once was this ever mentioned to either myself or my partner at any point other than this phone call when I pressed Jay for more information.I ended the call extremely upset and confirmed to Jay that I would be taking this matter further.As a final point, the glove box was never repaired as promised by Lucille, whilst the dent on the dash was put back to position there is a distinctive scratch about the size of a peanut on the dash where it has been badly handled and since we have had the car back the air conditioning is now not working which is something that was always working on the vehicle and I have no doubt that this was likely caused by your garage.How you can treat people in this manner especially as a main dealer is absolutely beyond me.I want to reiterate that had we been given the full facts at the very outset rather than these false guarantees, we would not have spent a single penny on the vehicle so for that reason I am request a full refund of the £2,500 spent.We are currently in the process of getting legal advice on this matter and we will be reporting to the Motoring Ombudsman, trading standards and the press if a satisfactory response is not received.A copy of this complaint will also be sent by post.

Cust paid £500 deposit 3 weeks ago and he still hasnt received his money back after chasing for some time. David in Sales took the deposit

Bought my GLC from Rihanna today and can't express my thanks enough for being professional, polite and patient with me. Having purchased many cars over the years this was by far the best. Thank you!

Subject- FINAL NOTICE BEFORE LEGAL ACTION – Vehicle Rejection under Consumer Rights Act 2015 Dear Sir/Madam,RE: FINAL NOTICE BEFORE LEGAL ACTION – Vehicle [REGISTRATION: LV71 DSU], purchased from Lookers Mercedes on or around 20 September 2024I write further to previous communications regarding the above vehicle, which has been subject to ongoing mechanical faults.Despite repeated attempts to resolve this matter, the vehicle has now been off the road and unusable for in excess of five months. A diagnostic inspection was carried out by a Mercedes specialist (Stephensons), and findings were submitted to the warranty company in December 2025.Since that time:The warranty company has repeatedly requested information already providedThere have been prolonged and unexplained delaysNo repair has been authorised or completedThe vehicle remains unusableI have made extensive efforts to progress this matter, including numerous phone calls and follow-ups, all without resolution. A clear pattern of delay and failure to act is evident.Under the Consumer Rights Act 2015, the vehicle must be of satisfactory quality, fit for purpose, and any repair must be carried out within a reasonable time and without significant inconvenience.The faults have arisen well within the expected lifespan of a vehicle of this type and value. The delay of over five months, combined with the failure to complete repairs, constitutes a clear breach of contract and my statutory rights.Accordingly, I am now formally exercising my FINAL RIGHT TO REJECT the vehicle under the Consumer Rights Act 2015.As a result, I require:A full refund of the purchase price, without any unlawful deductions or reductionsReimbursement of all reasonably incurred financial losses, including but not limited to:Diagnostic costs (£250-£300)Insurance payments during the period the vehicle was unusableRoad tax paymentsTravel and alternative transport costsCollection of the vehicle at your expenseFor the avoidance of doubt, any involvement of a third-party warranty provider does not remove or reduce your legal responsibility as the supplying dealer.Time is of the essence.This letter constitutes a FINAL NOTICE BEFORE LEGAL ACTION.If I do not receive a satisfactory written response within 14 days of the date of this email, I will proceed without further notice to:Issue a claim in the County CourtSeek recovery of all losses, statutory interest, and legal costsI also reserve the right to report this matter to Trading Standards.Please ensure all future correspondence is provided in writing only. Evidence can be provided upon request.I look forward to your urgent response.Yours faithfully,connor slizgrafton avenue me12rr07874335166

I booked my car in to have the washer jet's looked at, and a free health check was completed which was great! However this picked up a buckled wheel which I authorised online to be fixed at the cost. Half an hour later I received a call from service FOH telling me my car was ready to collect, I asked wow including the wheel? He didn't seem to know what I was referring to and then went on to say how yes but this would be about £1000 to which I replied yes £912 and i've authorised it. I was advised he would need to order the wheel and it would then be ready the next day. The next day comes and by 5pm i've had no contact what so ever to inform whether the wheel has arrived or if my car will even be ready for collection that day as previously advised, due to this lack of communication I was forced to cancel appointments I had that day as I wasn't sure when I would need to collect the car. After 5pm I tried phoning twice with no answer, so I drove to the garage, when I walked in I was told my car was ready, I said I was a bit concerned that I had no update all day and was only finding out my car was ready as I had turned up on the off chance, the service front of house informed me that was because he had no updates either, not once during this exchange was a reasonable apology or explanation offered. So after two days I finally received my car back - Dirty, but fixed. I paid and asked if I could be emailed the invoice. (which I have still not recieved). Fast forward to 3pm the day after I drove up and collected my car and I receive a phone call advising me that my car is now ready to collect... yes the car that's currently on my driveway. I've taken my car's to many garages over the years and have never received such a poor service, which is not something I expected from Mercedes.

My car is with you for repair. Need an update when I can collect was told Tuesday no communication received if ready or not have tried to contact you most of the afternoon phone would ring out and then got cut off. Julie was helpful and took details still no call backand it is now 18:19. Another day without my car.