As per our discussion on the phone this morning please find attached a statement of all incidents and poor dealings we have unfortunately experienced as a family with Mercedes Maidstone.I will list each Vehicle, Registration and owner/ relation below and detail the experience we have had with each.GJ26 TGU Mercedes Benz A class 200 AMG Executive, collected on 20/03/2026, Sold by Ed Rushton. This Vehicle is under the name of Lilly Basham ( My Sister ) who is CC'd into this email. This was Lillys first Mercedes and had gone into the dealership with my dad, when they were approached by Ed. Ed seemed very keen to sell my sister an A Class and at first came across very caring, genuine and honest. However the experience we have had during the aftersales has been appalling and unprofessional.When Lilly, signed the agreements for the car, Lilly took out the Minor Damage protection cover. Unfortunately last week Lilly has scuffed the nearside rear alloy of her car, under no fault of her own. Having known Lilly had taken out the Minor Damage and insurance policy, she contacted Premia Solutions, whom the policy is with. When she contacted them they had stated they had " No Record of her cover " and that Mercedes Benz of Maidstone had never actually set this policy up, despite making payments towards this policy. Therefore Lilly is making payments for a product she has no access too, subsequently loosing a month or more worth of cover. This SHOULD have been in place upon collection of the vehicle. Furthermore under review, as this is a financial policy that has been undertaken, that she has no access to this is then subject to report to the Financial Conduct Authority, which as you can imagine is an avenue that we don't necessarily want to go down.Additionally, when Lilly had chosen her desired A Class, her previous car was going to be used as part exchange. Unfortunately she then experienced late payment on her previous vehicle to settle the previous finance agreement, and on contacting Mercedes Maidstone, we were informed that they had sold lots of cars and wed unfortunately have to wait. Unfortunately when we had contacted Ed regarding this, it was always a case of having to wait and with no firm indication of what was happening with settling a previous finance agreement. It was only until Lilly had contacted William Griffiths, the previous dealership principle, he had spoken to the finance department at Mercedes Maidstone who then promptly settled the finance agreement of her previous vehicle.KW73 ENM Smart for Two owned by my father Mr Paul Basham, again who is CC'd into this email.My dad had purchased this vehicle in 2023 from Mercedes Benz of Stevenage, purely as a small "run-around" car to drive to the train station to have alongside his classic Landrover Defender. Unfortunately during April, we were experiencing a whistling sound coming from a gap in front of the windscreen. When we had initially contacted Mercedes Maidstone, they were very dismissive, and explained that they do not repair windscreens and that we would have to contact a windscreen repair centre. Under no point had the windscreen have physical damage ie, cracks, chips or anything of that nature. My dad then explained to Mercedes Maidstone that the vehicle was still under warranty and that it had no physical damage, it was the seal around the windscreen that was evidently leaking and causing the noise.Eventually Mercedes Maidstone had then agreed to bring the vehicle in for inspection on the 28/03/2026, however would not receive a courtesy vehicle. After then explaining to the dealership when the car had been dropped off that my dad would not have access to another vehicle whilst the smart car was in for repairs ( due to his Land Rover being in for extensive repairs ), they eventually gave my dad a Mercedes A35 AMG. Whilst this car that had been given to my dad was lovely, this car had been poorly looked after and was a poor representation of the Mercedes brand. The loan car had not been cleaned, empty washer fluid and a slow puncture on the nearside front tyre, which had obviously been recognised by the dealership as there was evidence of a previous tyre repair, and when the warning light had come on in the car we inflated the tyre again and checked all the other tyres, which to our astonishment had all been over-inflated way above the manufactures recommendation. When the smart car was dropped in on the 28/03/2026, my dad was told that the vehicle inspections and repairs were scheduled to be started on Monday the 30th. This clearly had not happened. A week had passed from the drop off date, with no contact. Throughout that week my dad had attempted to contact the Service Department of Mercedes Maidstone and had left them numerous missed calls, disappointingly in which NONE were ever returned. It was only until I had managed to speak with William Griffiths ( previously mentioned ) on my dads behalf that my dad was contacted. When William had contacted my dad he explained that actually the vehicle had only just gone in for repairs and that a new windscreen had only just been ordered. This left cause for concern, as we had been assured by the service department that the vehicle was first in line for repairs on the 30th of March. Therefore he had to wait another week. We then agreed to collect the smart car on the 4th of April. We drove to the dealership in the loaned A35 and the smart car was brought to the front of the dealership by Matt ( a member of the service department ) at Mercedes Maidstone. When my dad began moving his belongings from the loaned A35 to the smart car, he had noticed that the charging lead for the smart car was missing and not in the car. This was concerning as the smart car was initially dropped to Mercedes Maidstone on the 28th of March with 50% charge ( sufficient to get home ) and upon collection of the smart car after repairs the battery was below the reserve range ( with insufficient to get home ). What was more alarming is nobody in the dealership knew where our charging lead was , who had removed it from the car or where it was then placed. Left with no option Matt agreed to loan us the A35 for another week whilst they tried to locate the charging lead for the smart car. During that week from 6th April to 11th April, my dad had tried to contact Mercedes Maidstone numerous times to try to ascertain whether the charging lead had been located. After many attempts again to speak with somebody from the service department, my dad eventually managed to get hold of Matt from service who was nothing but condescending , rude and abrupt to my dad. He explained that they had still not found the charging lead, its not Mercedes policy to charge the vehicle and that if we wanted to charge the car we would need to use a public charging facility. Well, that's all well and good but without the correct charging lead how is the physically possible! Furthermore this is a blatant lie from Matt, as of previous years my dad has owned an Electric Smart Brabus Edition when we used to live in Sidcup that was purchased from Mercedes Benz World Weybridge. We often took our old smart car to Weybridge for servicing and the car was always returned to us valeted , fully charged and well presented. The complete opposite of what we have experienced from Mercedes Maidstone! Eventually last Saturday the 18th, we collected the smart car and the lead and charger was found and the car was charged enough for us to get home, after battling with the dealership to charge the vehicle for us.GJ26 ZFA Mercedes CLA 200h premium , owned by Alfie Basham , collected on 28/03/2026.After my sister had bought an A Class, I had decided that I was in the market for a new car too. Initially when I had walked into the dealership I was being cared for by Rummy Singh, who was quickly replaced by Ed Rushton , who explained he had been dealing with my sister and he would like to look after all of our family. This is where the problem lies. Ed is clearly very sales and commission based to leach on to myself and take the sale away from a colleague. The after-sales service and experience both myself and my sister have received from Ed Rushton, well lets just say is non-existant. Not once after collection of either of our vehicles had we had a courtesy call from Ed, asking if we were getting on with the car or if we had any issues. It was only until we had contacted the dealership to speak to either Ed or William, did we get any contact.Unfortunately I have been having issues with my Mercedes CLA, the drivers assistance systems in the car have been working intermittently and often do not work all together. It has happened on numerous occasions now were I start the car and the lane keeping function , smart speed awareness , distance control , parking sensors and reverse camera are all illuminated yellow in the car and are disabled. When I initially contacted Mercedes Maidstone, the had over the phone reset something from their end which rectified the issue. Unfortunately this then happened again and again, to which I was told by someone at Mercedes Maidstone, the car is probably just learning , give it to 1000 miles if it does it again just bring it in. I had experienced this issue multiple times and eventually had given in and contacted Ed Rushton to explain. He and I had agreed that there was clearly a fault with the car and one of the cameras were clearly malfunctioning, and that the car should be brought into the dealership for diagnostics. I was then passed to one of the service agents at Mercedes Maidstone who had booked my car in. He then explained that if something was found damaged or faulty with the car that there would then be a surcharge of £120.00. I could not believe the audacity and insensitivity that this service agent had employed, the car is less than 3 weeks old, covered under warranty and they would expect me to pay £120.00 if there was an issue with a BRAND NEW CAR!!!My car is now in for diagnostics with Mercedes Maidstone and I have been given a courtesy car. I had tried to contact them this morning, but low and behold, NO REPLY!As a collective and as a family, the lack of customer service we have experienced from Mercedes Benz of Maidstone has been appalling. This would be my 5th car that I have ever owned for both me and my sister and our first Mercedes each, which we consider to be a premium and luxury brand. Well it has been anything but premium dealings. All 4 of my previous cars had been Toyotas, and the customer experience I had received from them was in a completely different league compared to the dismal customer service we as a family have received from Mercedes Maidstone.As a family we have collectively agreed to raise a formal complaint now as William Griffiths, the previous dealership manager of Mercedes Benz Maidstone has left the business and there is no replacement. Furthermore as a family we have collectively decided this would be the last car we purchase from Mercedes Benz of Maidstone and the last car we EVER purchase from a Lookers Franchise.I cannot emphasise enough the disappointment we as a family all have for Mercedes Benz Maidstone, the customer service is shoddy, rude and non- existant. Nothing that any of us have experienced when purchasing cars previously from other groups.Regrettably,Alfie Paul Basham

My new car was in poor condition ehen janded over scraths on the glove box, both door panels rattle, boot does not come.up correctly, my money has still not hit my account, im owed £7750, im getting ignored, i wish to cancel this deal and want my old car back this is not what i expected from this dealership.

PLEASE SEE ATTACHMENT AS PDF FROM HEAD OFFICE

I am writing to formally lodge a complaint regarding my Mercedes-Benz GLE (Reg: GJ71OMM), purchased from Lookers Mercedes-Benz of Maidstone approximately two years ago.While I have owned this vehicle for two years, the Consumer Rights Act 2015 states that goods must be of satisfactory quality and, crucially, durable. It is entirely unreasonable for a premium vehicle of this caliber to have suffered the catastrophic and recurring failures listed below:Steering Rack (Failed twice in 12 months)Steering Column, Steering Plate, and Alarm ModuleFront Control Arm and Shock AbsorberThe fact that the steering rack has failed twice in such a short period, alongside multiple other suspension and electronic failures, clearly demonstrates that this vehicle has lacked the durability expected under UK law. A vehicle of this price point is expected to function without critical safety component failures for significantly longer than two years.Furthermore, following the most recent steering repair, the car has developed a new clicking noise from the drivetrain (shifts 3-4 and engine shutdown). This is indicative of either a new mechanical fault or a failure in the assembly during previous repairs.I no longer have confidence in the safety or durability of this asset. Under the Consumer Rights Act, I am exercising my right to a final repair or, given the repeated failure of the steering system, a significant price reduction or a partial rejection (refund taking into account use).Please provide a formal written response within 7 working days. I require a comprehensive technical report on the new noise and a proposal to resolve this matter permanently. Failure to provide a satisfactory resolution will lead to an immediate escalation to The Motor Ombudsman and Mercedes-Benz Financial Services (as the legal owners of the asset).I have documented all previous correspondence and am prepared to take this to a legal conclusion.Yours sincerely,Constantin Cosmin Dascalu

Dear Sir / Madam,Re: Water Pump Replacement – Vehicle Reg: GY64 YBSWe write further to the above matter to formally raise a claim in respect of a defective component supplied by yourselves.At the time of instruction, on 22 January 2026, the customer attended our premises specifically requesting that we replace the water pump only, as they prefer to retain all servicing, and health checks with yourselves as their main dealer.At that same time, we expressly advised and insisted that only genuine/original manufacturer parts should be used. The customer agreed, and in reliance on this, we purchased the replacement water pump directly from yourselves as an authorised Mercedes-Benz dealer. Document number: 21519560Account number: G00312Order number: GY64YBSThe works carried out were therefore strictly limited to the replacement of the water pump only, and no additional works were authorised or undertaken.On 31 March 2026 at 14:54, the customer presented the vehicle to yourselves for a complimentary vehicle health check, at which point it was identified that the water pump was leaking.The customer subsequently returned the vehicle to us. Upon inspection, we confirmed that:The water pump unit supplied was leaking, andThe main outer pump pulley seal had failedIt is clear that:The issue arises from a failure of the supplied component, andThere is no evidence whatsoever of installation or workmanship faultFor the avoidance of doubt:The repair carried out was strictly limited to the customer’s instructionThe component was purchased directly from yourselvesNo additional works were undertakenThere is no liability on our part for workmanshipYour Terms and ConditionsWe note your invoice and terms state:“No returns accepted without prior approval…”Returns within specified timeframesHowever, this matter does not constitute a discretionary return.Further, your own terms (Section 3 – Specification and Warranty) state:“The Company will replace or repair any part found to be defective by reason of defective material or workmanship…”This is therefore a defective goods claim, and your obligations to repair or replace the faulty component remain fully applicable.As a direct result of this issue, the customer has been forced to hire a vehicle.This is not a situation that can be prolonged. Accordingly, we require this matter to be fully resolved within 7 days of the date of this letter, as it is not reasonable for the customer to continue incurring hire costs beyond this period.We now require that you:Arrange immediate replacement of the defective component, andConfirm resolution within 7 daysShould this matter not be resolved within the timeframe specified, we reserve the right to recover all associated costs, including but not limited to vehicle hire and any consequential losses, arising directly from the supply of a defective component.We trust this matter can be resolved promptly and amicably and look forward to your urgent response.Yours faithfully,

I am honestly gutted by the experience I have had with the service department here. I brought my car in for a standard MOT, but when I went to pick it up, the bonnet which worked perfectly fine before suddenly would not open.​I spoke to them over the phone and was reassured that look into it. They told me clearly that if it was not my fault, there would be no charge, and specifically promised to call me before doing any work that cost money. Instead, they went ahead, put some grease on the catch, and are now hitting me with a £120 bill that I never authorized.​I am not a mechanic, but I know the car was fine when I dropped it off. To be charged over a hundred pounds for a bit of grease and a fix I wasn't even consulted on feels incredibly dishonest. It is a total lack of transparency and really poor communication. I expected much better from a brand like Mercedes.

I have requested on 2 occasions by phone to your team to exercise my right to be forgotten. This has been ignored by your team and I have received yet more calls and sms messages. I had a terrible experience with Lookers of Maidstone, but this is just taking the biscuit. As part of this I’d like a subject access request of all data you hold on me.

I have received a copy of the v5c from Motability today for vehicle GF74 FSN that I collected last October, and the model and engine of the vehicle is not correct - it is listed as a hybrid, and this error means the v5c does not match my insurance certificate. I have contacted Motability to correct this and have had to spend a large portion of my day speaking to them and speaking to my insurer.The error put me at risk of having my insurance cancelled or potentially being prosecuted for driving without adequate insurance. I am a lawyer and had this happened, I could have been fined, suspended or struck off by the regulator. I am very angry that the registration was carried out so carelessly.

Dear Mercedes-Benz Sales Office,I am writing to make a formal complaint about the poor experience I have had with 'Bhavik Patel' your sales representatives over the past few days while enquiring about a vehicle.Unfortunately, throughout my enquiries, I found the salesperson to be unhelpful, dismissive and knowledgeable on the electric cars. I was trying to obtain information in order to make an informed purchase decision, but the assistance provided was far below the standard I would expect from Mercedes-Benz Lookers.What I found most disappointing was that during our conversation, the salesperson hung up on me. I consider this highly unprofessional and unacceptable, especially when I was making a genuine concern as a potential customer.I am very disappointed by the way this matter has been handled. I would be grateful if you could look into this and address the issue internally.I look forward to your response.Kind regards,Shah Saud________________________________________From: Bhavik PatelSent: Tuesday, April 7, 2026 10:38 amTo: shahsaud@outlook.comSubject: SPEC LISTHi Shah,Please find spec list attached.If they're the size on most EQEs then the tyre size is 265/40/21Goodyear £ 321 each Conti £ 238 each Pirelli £331 each and all would need orderingBhavik PatelSales ExecutiveMercedes-Benz of MaidstoneBircholt Road, Parkwood | Maidstone | ME15 9YNT: 01622 623 700lookers.co.uk/mercedes-benz

Dear Mercedes-Benz Sales Office,I am writing to make a formal complaint about the poor experience I have had with 'Bhavik Patel' your sales representatives over the past few days while enquiring about a vehicle.Unfortunately, throughout my enquiries, I found the salesperson to be unhelpful, dismissive and knowledgeable on the electric cars. I was trying to obtain information in order to make an informed purchase decision, but the assistance provided was far below the standard I would expect from Mercedes-Benz Lookers.What I found most disappointing was that during our conversation, the salesperson hung up on me. I consider this highly unprofessional and unacceptable, especially when I was making a genuine concern as a potential customer.I am very disappointed by the way this matter has been handled. I would be grateful if you could look into this and address the issue internally.I look forward to your response.Kind regards,  Shah Saud