Hello William,I ordered some parts for a E220 on Thursday 26th February 2026 at 14:49 with Brian (Totalling £1462:10). I asked for the parts to be delivered yesterday, the 5th March as we were away for a few days. I spent most of yesterday trying to contact the parts department to see when the parts were coming. I left voicemails when the option arose, I also emailed the parts department at 15:26 to get a response and order further parts now the vehicle was on site. NO response from the parts department.At 16:46 I called the service desk and spoke with Kaleigh, who was very helpful and went to speak with the parts department. She advised me that the parts department would send me a payment link and someone would contact me. The payment link arrived at 08:03 this morning which was paid at 08:22. I then emailed after calling the parts number directly several times, without response, at 10:59 for someone to call me. AGAIN no response!!I tried to call your service department again at 11:58 this morning and got through to a central call centre who also tried to contact your departments to no avail. It was them that gave me your email address.So, being that you are the general manager at Lookers Maidstone, you are my last hope that someone will contact me and get these issues resolved. As your calls are recorded, you can look back at the times stated in this email to confirm all that is written.Hoping to hear from someone soon,RegardsNigel Dalby

cust was looking to purchase a car by distance selling the customer was happy to do this but asked if this could be moved to a dealership closer to him but was totally refused. The cust then has spoken to another dealership which is happy to move a different car from another Lookers dealership.

Please delete my data and stop texting me. I can’t text back to stop it

Good MorningPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Wayne CossingtonSent: 26 February 2026 21:09To: Ravinder SidhuCc: Binod Thapa; Sathyajit Menon; F and I Complaints; William GriffithsSubject: Re: Parking aid issue WG70 VVNExternal Sender: Confirm legitimacy before acting.Dear all concerned,I am writing regarding my vehicle, registration [WC70 SSY], which I collected on Friday 30th January 2026.When I collected the car nearly four weeks ago, I was informed that the part required for the parking assist was already on order. However, I have now been told this evening by one of your colleagues in the service department, that this part was ordered when the vehicle was brought into you on Monday 23rd February 2026.When I challenged this with the person, I was informed that your company was going through a new process and that the order must have been missed.This delay is unacceptable. I have had to endure additional costs to insure my other vehicle and to keep this vehicle taxed during this period, which is unreasonable.Additionally, from the health check video that I have been sent via text from a vehicle technician at Maidstone Lookers on Monday 23rd February 2026, there is play in the spring ball joints and play in the anti-roll bar link both on the offside front which I hope will be replaced on both sides of the vehicle as this is considered good practice.I request that the vehicle be rectified and ready for collection by Saturday 28th February.If the necessary repair cannot be completed by this date, I will have no alternative but to:1. Forward a formal notice to Mercedes-Benz Financial Services to reject the vehicle under my short-term right to reject within 30 days as outlined in the Consumer Rights Act 2015.2. Accept an alternative vehicle of the same make, model, age, and value that is in satisfactory condition, as a replacement.I have waited patiently for this issue to be resolved, and I expect this matter to be prioritised immediately.Please confirm receipt of this email and provide a clear plan for rectifying the vehicle by the specified date.Kind regards,Wayne Cossington14 Court Tree DriveEastchurchSheernessKentME12 4TROn 17/02/2026 09:51 GMT Waynewrote:Good Morning,Have you any availability this week as my wife is on annual leave and can get the car to you?Regards,Wayne CossingtonSent from my iPhoneOn 16 Feb 2026, at 10:19, Ravinder Sidhuwrote:HiJust realised Jay is off on holiday,Binod can we get Mr Cossington booked in please.Ravinder SidhuSales ExecutiveMercedes-Benz of MaidstoneBircholt Road, Parkwood | Maidstone | ME15 9YNT: 01622 623 700lookers.co.uk/mercedes-benzFrom: WayneSent: 15 February 2026 10:58To: Ravinder SidhuCc: Sathyajit MenonSubject: Re: Parking aid issue WG70 VVNExternal Sender: Confirm legitimacy before acting.Hi Ravi,Thanks for the update.Jay, can you please give me some availability so that I can check my diary to get the car to you.I’m not sure what the knocking noise is but I’d appreciate this is investigated at the earliest convenience please.Regards,Wayne CossingtonSent from my iPhoneOn 15 Feb 2026, at 10:44, Ravinder Sidhuwrote:Hi WayneThank you for your email.I asked our workshop manager to chase and was told they are still waiting forMercedes benz to get back to them with an update.I have copied Jay in who can get the car booked in for you at a convenient time.Hopefully it wont be too long now for the rear parking sensors.Kindest regardsRavinder SidhuSales ExecutiveMercedes-Benz of MaidstoneBircholt Road, Parkwood | Maidstone | ME15 9YNT: 01622 623 700lookers.co.uk/mercedes-benz-----Original Message-----From: WayneSent: 14 February 2026 14:36To: Ravinder SidhuSubject: Parking aid issueExternal Sender: Confirm legitimacy before acting.Hi Ravi,Following our conversation recently, you were going to escalate my concerns regarding the issue with the parking cameras etc however I have not obtained an update from you.In addition, there is a noise coming from the front of the car whilst in motion.Can I please urgently request that the car is booked in for an investigation along with the parking aid as soon as possible.Your immediate attention would be grateful.Regards,Wayne CossingtonSent from my iPhone

I purchased my vehicle on 10 January 2026. I bought it for touring Europe and Turkey for 2 months in April 2026 and require a reliabe car. This was communicated very clearly to the sales team who assured me that the vehicle would be fully serviced with a one year Mercedes warranty. Any faults diagnosed will be rectified before collection and that any problems found subsequently will be dealt with at any local Mercedes dealers free of charge under the warranty which was not true. During the first journey to South Wales at the end of January, we found handling and stability problem on braking. I asked for the car to be checked and was told the first available slot was on 17 February. I then contacted the local dealer at Sydenham who told me the diagnostic would cost £250. We were forced to take the car back to Maidstone on the 17th Feb. The report showed all tyres have different tread depths (N/S/F 53; O/S/F 36: N/S/R 52; O/S/R 30) and noise from rear axle. The service team recommended change of tyres and geometric alignment to solve the shifting issue and quoted £1,398. I was not happy with this as I just bought the car so the service team told me to contact the sales manager who disputed that the tread difference is legal and safe to drive. I was not satisfied and sought independent view from a local mechanics who advised the tread depth for 4x4 or all wheel drive vehicles should not exceed 2mm difference, that mismatch of tread depths could damage the drivetrain/differential and could affect the safe handling of the car which is the case for our vehicle. He added that the noise from the rear axle is caused by the tread difference on each tyre leading to damage to the rear axle bearing. I took the car to Maidstone again to diagnose the noise and the service team confirmed this time the bearing needs to be changed. This however requires head office authorisation and ordering of the parts from Germany which could take up to a month on average and they do not recommend driving the car for long distance. At the same time, they cannot provide a courtesy car. We are deeply unhappy with the situation as we cannot wait for this long authorisation process. I then reported this to the Sales Team who promised to escalate this to the Service Manage and would update me. This was three days ago. So far, no one with authority has called us. This non-responsiveness seems to be the norm as we have to chase both teams numerous times with promises to return my calls which were never fulfilled. My wife and I are extremely concerned and anxious that the car will be not sorted out in time for our planned trip in April. We are also not satisfied that we need to change the tyres at our cost as the car should be fit for purpose for safe driving before it is sold to us.

Dear Sir/Madam,I am writing to raise a concern regarding my Mercedes-Benz vehicle - Reg: KP24 ZVJ currently at Lookers Maidstone for its annual service.I have been informed by your team, specifically Assistant Manager Mr. Satyajit Menon, that there is damage to the headlight allegedly caused by an accident, and I am being asked to pay for repairs. I would like to clarify that my vehicle has not been involved in any accident, and it remains under manufacturer warranty.I would also like to highlight that the Mercedes-Benz roadside/mobile support team inspected the vehicle on 2nd February 2026 regarding the headlight. They confirmed that there was no physical damage and carried out only a camera realignment. I was told to take the car to dealer if the issue persist. This information appears to differ from the claim currently being made at your service centre.Furthermore, I have not been provided with any written report, diagnostic findings, photographs, or any other form of documented or digital proof to support this claim. Despite this, I am being repeatedly asked to make payment, and I am concerned about the manner in which this has been communicated to me, which I have found to be unnecessarily forceful and unprofessional.Additionally, we have been trying to contact your team since Friday evening, as well as on Saturday and Monday, to seek clarification. We did receive a call from Mr. Satyajit Menon today, during which I requested to speak with the Service Manager. However, I have not yet received a call back from the manager, and I would appreciate the opportunity to discuss this matter directly.In light of the above, I kindly request the following:1. A full written technical report detailing the headlight concern, including photographs, diagnostic results, and technician notes.2. A complete written report of the annual service performed on my vehicle.3. Clarification on the warranty position relating to this issue, along with supporting details.4. A call from the Service Manager to discuss and clarify the matter.5. Suspension of any payment requests until the relevant documentation has been shared and reviewed.I would appreciate your assistance in providing the above information so this matter can be reviewed and resolved appropriately.Kind regards,Asha Thomas

My car was in for investigation on 12/2/2026. Fault was found and communicated to me. I was told the part would arrive and be fitted the next day and car would be cleaned. Due to work commitments I went to collect my car on 14th when I was told the part had not arrive the previous day and my car was still in the workshop with the wheel off. I was given a courtesy car. I called on the Monday 16th for an update to be told the part would arrive Wednesday. I called on Wednesday 18th to confirm this and was told my car would be ready by 13:00 on Friday 20th and would be cleaned. I called at around 17:00 on the 20th as I hadn't heard anything to be told it was only just being done. If I collected my car at 12:00 the next day (21st) it would be finished and cleaned. I arrived shortly after 12:00 to be told the valet team had all left for the day and if I wanted the car cleaned I would need to return at any point this week. Following the poor communication over the course of the 10 days my car was at your garage I'm not convinced if I do return that anyone will know why I'm there.I understand that deliveries are sometimes delays but this should have been communicated to me in the first instance. Also don't repeatedly assure me my car will be cleaned as a good will gesture and then not follow through with this. It just shows a complete lack of customer care and communication skills.

Dear Sir/Madam,I am writing to formally raise a complaint regarding my purchase of vehicle registration GLA XL64JOE from Lookers Mercedes-Benz Maidstone on 29 March 2025 (cash sale, sales representative: Bavick).As an authorised Mercedes-Benz retailer, Lookers commands a premium. With that premium comes a reasonable expectation of proper preparation, transparency, and adherence to Mercedes-Benz standards. Unfortunately, my experience has fallen materially short of that expectation.Key issues are as follows:1. Vehicle preparationOn collection, the vehicle had not been properly prepared, including paint lacquer defects, and the failure to replace the wheel caps which was agreed upon at the time of paying the deposit (still outstanding).2. Breakdown within one weekWithin a week of purchase, the vehicle broke down. While the repair was ultimately covered by Mercedes, this inevitably raises concerns regarding the robustness of the pre-sale inspection. Following this incident, the dealership offered to cover the first service as a gesture of goodwill (not confirmed in writing at the time). I can confirm that this service has now been completed. However, this was not achieved without difficulty — primarily due to the non-responsiveness of our sales associate, despite in-person and telephone discussions with the service team.3. Warranty misrepresentation and lack of documentationMy most serious concern relates to the 12-month warranty purchased at a cost of £769. At no point during the sales process was it made clear that this was not a Mercedes-Benz warranty, nor that its level of cover differed materially from a Mercedes product. The invoice reference beginning “LOOK” further implied it was a Lookers Mercedes-Benz product.This lack of clarity, in my view, constitutes misrepresentation of the product sold.More concerning still, more than ten months after purchase I have received no warranty documentation whatsoever, despite visiting the dealership and sending follow-up emails requesting it. It is unacceptable that I remain without written confirmation of the policy provider, terms, or coverage.Additionally, when seeking clarification regarding the warranty cover, it became apparent that neither the service department nor Bavick, who sold us the vehicle, had a clear understanding of the levels of cover provided under the warranty product. At the time, I was in Cardiff dealing with a recent bereavement and my father-in-law was leading discussions with the dealership on my behalf. During those discussions, there was no consistent or confident explanation of what the warranty did or did not include.Given that this warranty was sold through an authorised Mercedes-Benz dealership, it is entirely reasonable to expect that staff would have a clear and accurate understanding of the product being sold. The apparent lack of product knowledge only reinforces my concern that the warranty was not transparently or properly represented at point of sale.I have recently been advised that a driver’s heated seat failure is not covered, and I have incurred £120 in diagnostic charges as a result.Resolution SoughtI request a written response within 14 days addressing the following:• Full written confirmation and documentation of the warranty purchased• Clarification of how the warranty was presented at point of sale• Immediate resolution of the outstanding wheel caps• Reimbursement of the £120 diagnostic charge• In respect of the heated seat failure, confirmation as to whether Mercedes would be prepared to supply the replacement part at its cost, with me covering the associated labour charges as a reasonable and pragmatic resolution• Failing agreement on the above, confirmation of whether you are prepared to reimburse the cost of the warranty, which we consider to have been misrepresented at the time of saleI trust this matter can be resolved promptly and professionally without the need for further formal escalation.Yours faithfully,Steven Vanstone-Arndt

I arrived at Mercedes Benz Maidstone today (Thursday 19th February 2026) to get 1L of Engine Oil for my Mercedes A35 and arrived at around 17:35. I was told by one staff member to press the button for the parts department. I pressed this button twice with no response, another staff member then come over to me advising me the parts department was closed, this was around 17:40. This is very disappointing and frustrating to hear considering the Mercedes Benz Maidstone website and the sign on the building both state parts department closes at 18:30 on Thursdays. I raised this with the staff member who was dismissive and stated nothing he could do as the parts team have gone home. Why are Maidstone Mercedes advertising parts department opening times till 18:30 year staff are leaving so early? As a customer of Mercedes Benz, I am very disappointed with the poor and falsely advertised times provided by this dealership and will not be looking to be a returning customer due to this poor experience. For a luxury car brand… this is far from what I expect as a customer choosing your brand. False timings and dismissive un-useful staff.

I raised a ticket (number 86007855) last week 12/02/2026 and still have not had a response.