Great from start to finish this is the 2nd car we have brought from Rummey

Back In February 2020 I attended a golden ticket event at your Maidstone branch. Although I wasn't set on a car, I was pressured to pay down a £500 deposit with Georgia Gibbons.A couple of weeks later I emailed the sales executive requesting a refund and she confirmed my bank details etc.The refund was never issued.This matter was brought to my attention in July 2025 so I called the branch explaining my situation. Bhavik Patel, the sales executive I spoke to, advised Georgia is no longer working there and asked me to forward the email chain. I sent him the email chain and chased it and he also did not respond. I chased once more before taking legal action and he advised that he does not have access to records older than 6 years. I have all correspondence and bank statement showing the money paid and no refund made and can provide this upon request.I am kindly requesting you to review my case and issue me your final decision before I escalate this matter further.

This has been one of the most upsetting experiences that I have ever had. My expectations of Mercedes-Benz were far higher. You have sold me a car that after 7 months is not fit for purpose and will not fix the problem under the warranty that you also sold me. This, after many years of driving Mercedes, has ruined the brand for me. The member of staff that changed me £120 for telling me what I already knew, could not even tell me what my 'warranty' actually does cover. I will not be using your service department, nor will I be looking to buy a gla for my wife. Absolutely disgraceful service.

Mercedes Benz is my favourite car brand!

Popped in when passing. Very friendly and knowledgeable sales staff. Very impressed with the organisation and quality of the cars.

Dear Steve,I hope you are well.As you may recall, I am the customer who experienced a serious safety incident earlier in September when the windscreen wipers detached from my vehicle during severe weather conditions. Due to those circumstances, you assisted me at the time in purchasing a brand-new Mercedes GLB from your Maidstone dealership.I am now writing to formally notify you of a serious matter involving that replacement vehicle, which has resulted in police intervention and has rendered the vehicle unsafe and unusable.I am escalating this matter due to the lack of response despite multiple attempts to make contact. On Wednesday morning, 28 January 2026 at 11:44 am, I called Lookers Maidstone to report the incident and was assured by one of your representatives that I would receive a call back that day. I did not receive one, and unfortunately did not take his name at the time. I had asked to speak with Ashley but was informed he no longer works for the company.I called again this morning at 9:08 am and spoke with Christie, to whom I explained the situation again. I asked to speak directly with you but was advised that you were in a meeting. Christie said she would pass a message to both yourself and the General Manager.Since returning home on Tuesday evening, I have not left my house. Given the seriousness of this matter, including police involvement and concerns for my personal safety, I require urgent contact from senior management within 24 hours and a full written response within 48 hours.I am due to travel away for a week from today and am extremely concerned about driving the vehicle in its current state. Unfortunately, I have no alternative means of transport, which places me in an unacceptable and distressing position.I am really upset and distraught at being put into this situation again.________________________________________Summary of IncidentOn Tuesday 27 January 2026, while driving on the motorway, I was pursued by two Metropolitan Police vehicles and a police helicopter. The stop and subsequent investigation were caused by the vehicle displaying number plates that do not correspond to my car.Following checks at the scene, the police confirmed the following:• My V5C logbook correctly records the vehicle as GF75DHE• The physical number plates fitted by your dealership are GF75OHE• Those plates are registered to a white van, not my Mercedes GLBAs a result, my vehicle has now been flagged by the Metropolitan Police, and I have been advised that continuing to drive it may expose me to further police action.________________________________________Police ReferenceMetropolitan Police CAD reference: CAD7257/27JAN26________________________________________Consequences to MeAs a direct result of this issue:• I was subjected to a police helicopter pursuit• I was wrongly suspected of involvement in criminal activity• I have been unable to leave my home since the incident• My vehicle is undriveable through no fault of my own• I have suffered significant distress and fear of further police intervention________________________________________Serious Legal ConcernsSupplying a vehicle with incorrect number plates raises grave legal issues, including but not limited to:• Fraud by False Representation (Fraud Act 2006, s.2)• Supply of incorrect or falsified registration plates (Vehicle Excise and Registration Act 1994, s.26)I am treating this matter with the utmost seriousness.________________________________________Immediate Required ActionsI now formally require the following:1. A written explanation detailing how this vehicle was supplied with incorrect number plates2. Immediate collection of the vehicle from my address3. Written confirmation to the Metropolitan Police that I am an innocent victim of this error4. Confirmation that the vehicle is being rejected under the Consumer Rights Act 2015 as not being as described5. A full refund of all monies paid6. Compensation for distress, loss of use, and the police incident________________________________________Ongoing ActionsPlease note that the following actions are already underway or being prepared:• Section 75 claim with Mercedes-Benz Finance• Formal Consumer Rights Act rejection• Police cooperation under the above CAD reference• Regulatory escalation if required________________________________________This correspondence is being handled by me and my cousin, Marjorie Grant, who is authorised to speak on my behalf.All correspondence to:musikey@talk21.commarjoriecgrant@gmail.comHi Elaine,Hope you are well.I’ve tried a couple of times to call you and left voicemails.Please can you call me back when you are free.Kind RegardsSteven JohnsonGeneral Sales ManagerMercedes-Benz of MaidstoneBircholt Road, Parkwood | Maidstone | ME15 9YNT: 01622 623 700lookers.co.uk/mercedes-benzDear Steve,Further to our conversation this morning, we are awaiting an email from you confirming what Lookers is proposing to offer.To assist you with your investigation, I contacted your office on the following occasions:• Wednesday 28/01/2026 at 11:44am (call duration: 4 minutes)• Friday 30/01/2026 at 9:08am (call duration: 7 minutes)I look forward to receiving your email.Kind regards,From: stevenjohnson@lookers.co.ukTo: musikey@talk21.com Cc: marjoriecgrant@gmail.comSent: Tuesday, February 3rd 2026, 13:09Subject: RE: RE: CRIMINAL FRAUD - Vehicle GF75DHE - FALSE NUMBER PLATES GF75OHEHi ElainePlease accept our sincere apologies for the error made when fitting the incorrect number plates to your vehicle, which subsequently led to you being stopped by the police. We fully understand how inconvenient and concerning this must have been, and we are very sorry for the distress this situation caused.This is not the level of service we strive to provide at Mercedes-Benz Maidstone. We are currently investigating how this occurred and will be putting additional checks in place to ensure that an issue of this nature does not happen again.As a gesture of goodwill and to apologise for the inconvenience caused, we would like to offer to cover the cost of a meal out for you, up to the value of £150, please send me the receipt and I will reimburse.Once again, please accept our apologies and thank you for bringing this matter to our attention. We value your custom and appreciate you’re understanding.Kind Regards,Steven JohnsonGeneral Sales ManagerMercedes-Benz of MaidstoneBircholt Road, Parkwood | Maidstone | ME15 9YNT: 01622 623 700lookers.co.uk/mercedes-benzDear Steven,Thank you for your email and for your apology. I note that it has taken from Wednesday, 28th January, to today, 3rd February, to receive a written response, despite the seriousness of the matter and the assurance that someone would call back on the day of my first contact.I appreciate that you attempted to reach me by telephone on Saturday, 31st January, and on Monday, 2nd February; however, due to circumstances at the time, I was not in a position to respond verbally. A written response could, and should, have been provided in the interim.Whilst I acknowledge your apology and note the gesture you have proposed, I do not consider an offer to reimburse the cost of a meal up to £150 to be in any way proportionate to the severity of what occurred, nor to the significant impact this incident has had on me. Furthermore, the proposal requires me to personally incur the cost upfront and then seek reimbursement, which I do not consider appropriate given the circumstances.For the avoidance of doubt, I do not accept your proposed gesture as a full and final settlement of this matter.To remind you of the consequences of Lookers' error, I was:• Pursued by a police helicopter and two police vehicles whilst driving home from work;• Wrongly suspected of involvement in serious criminal activity;• Left unable to use my car and confined to my home for several days;• Caused significant distress, fear, and ongoing concern for my personal safety; and• Left in a position where driving my own vehicle could have resulted in my arrest.This was not a minor inconvenience. It was a serious incident with potential criminal and legal implications, caused entirely by an error made by your dealership.This follows another serious incident involving this dealership within a short period, which was also handled in a manner that included an unfounded accusation against me, the vehicle owner.Outstanding RequirementsI remain awaiting the following, as set out in my original correspondence dated 30th January 2026:1. A full written explanation detailing how this vehicle was supplied with incorrect number plates, once your investigation is complete.2. Written confirmation to the Metropolitan Police (CAD reference: CAD 7257/27 JAN 26) that I am an innocent victim of this error, so that any flags on my vehicle are removed.3. Confirmation of what steps Lookers has taken, or proposes to take, to ensure I am not subject to further police action as a direct result of this incident.4. A substantive and proportionate proposal from Lookers to address the wider consequences of this matter, including distress, loss of use, and the impact on my personal safety.I trust your ongoing investigation will address these points in full. I look forward to receiving your substantive response by Monday, 10th February 2026. Should a substantive response not be received by that date, this matter will be referred to the Motor Ombudsman and, if necessary, to Trading Standards, without further notice.This correspondence continues to be handled by me and my cousin, Marjorie Grant, who remains authorised to act on my behalf.Kind regards,Elaine Thompson

My husband and I were visiting the Maidstone Showroom as he really wanted to get a new Mercedes as his starting to get a bit tired but unfortunately why we were outside discussing it we were witness to a member of the staff talking in such a disgusting manner about customers that we will be buying from a different store because of this one employee. This employee was talking to another employee and I know noticed that the other employee called this girl Olivia and she had long straight ginger hair and the filth will come out of her mouth was utterly appalling. The other member of staff was either granting in a conversation not actually agreeing or disagreeing so they haven't really done anything wrong so I don't want to describe that person but needless to say if that is how the staff talk about customers I'm very surprised you have any customers at all.

Firstly, I wish to complain about all 3 of the criteria above: Quality of vehicle repair, lack of communication, and Poor customer service. Please find below a copy of the email I have sent to the service manager of Mercedes Maidstone.To: The Service ManagerMercedes-Benz of Maidstone SalesBircholt RoadParkwoodMaidstoneKentME15 9YNCopy to:Customer Service and Resolutions Team, Lookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GU03.02.2026RE: FORMAL COMPLAINT – FAILURE TO REPAIR JX02COBDear Service Manager,I am writing to formally complain regarding the repair work carried out on my vehicle, an A200, on 20.01.2026 under job number 48762. My car was experiencing electrical faults which I needed to have remedied in order to make the vehicle safe and roadworthy.I have not been satisfied with the level of service received through this unfortunate episode. I booked the repair with yourselves (rather than my local garage) as you state that you are an approved Mercedes Benz official workshop believing that I would be provided with an exceptional level of service; sadly, this has not been the case.Having arranged an appointment, I consequently dropped my car at your establishment at 08:00 on 20.01.2026. I received a call mid-afternoon, expecting this call to confirm that my car had been repaired. Instead, I was asked if I wanted to reschedule the appointment as “you haven’t dropped it off with us” - your staff seemed to be unaware that the vehicle was in your possession. Clearly your booking process does not function effectively, and I was then required to leave the car with you overnight to complete the work.The following day I was notified that the work had been completed and I was shocked to discover that I was required to pay £1,900 for the replacement of the Front SAM Unit to resolve the specific errors - I was not notified of the cost before the work commenced. However, a couple days later, the original errors returned, and the car was also exhibiting further faults: [windows failing to open/close, indicators glitching, SOS inoperative, dipped headlights error, HVAC failing]. Clearly any testing or quality assurance done to ensure that the work had been completed successfully was inadequate, and the expensive part was replaced unnecessarily, clearly not the cause of the problem.I would like to remind you that Under the Consumer Rights Act 2015, you are required to perform the service with "reasonable care and skill." As the repair has failed to fix the issue and the vehicle’s condition has deteriorated, you are in breach of this contract.I exercised my right to a Repeat Performance under the Act, and I requested that you re-examine the vehicle and complete the repair at no additional cost to me. The car was collected by your staff from my place of work on 27.01.2026, and after I complained vigorously, I was eventually provided with a courtesy car while these further works are carried out - I was surprised and disappointed not to be offered one by default under the circumstancesYou have now had the vehicle in your possession for a further 7 days. During this period, I have had no communication from Mercedes staff whatsoever. When I called your dealership on 29th January for an update, I was informed that the matter had been passed on to a central technical team, so clearly you have no idea what is wrong with my vehicle. The technician I spoke to said that he had no idea when they would receive a response, and I have heard nothing since. I find this completely unacceptable.Your communication and customer service is appalling, which I find shocking for a company which prides itself on its brand image. I do not think, under the circumstances, that a daily call to update me on progress would be unreasonable to expect.Please note that I expect that the repairs to my vehicle be completed to my satisfaction at no further cost to myself, and a reimbursement on what I have already paid to reflect the actual cost of the vehicle repairs - up to a full refund of the £1,900 as per the Citizens Advice guidance on faulty repairs.I look forward to hearing from you within 7 days to confirm this. If I do not hear from you, I will have no choice but to escalate this matter to The Motor Ombudsman.

We had Peter as our salesman at the Maidstone garage and he couldn’t have been more helpful to us. He went above and beyond for us with every situation, he wasn’t pushy at all and did everything at our pace. He was an all round lovely man and would recommend him to anyone.

My first service booking with you...chose the option of a pick up....then received a confirmation that I would be dropping it off and a car would be available for me ...called to rectify this and received a message saying all booked for today...took a day off work and waited and called ...to be told the message telling me today was in fact on your system for the 4th ....I will be at work and have to give 4 weeks notice for leave application. Really very poor service with no offer of a rebook ..just it is on the 4th.