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.

The dealership was for the third time of visiting was not open at 8am. Upon visiting this morning (17/02/2026) the bollards were still in place at 8am so no customers could gain access to the site. When eventually i got inside the building, only one person was on service reception. After waiting a few more minutes i walked to the door of service reception to find three people "busy". I requested assistance from the doorway. When i did get assistance i was reprimanded by your staff member for my tone. I did not swear nor did i raise my voice but I was irritated as this happens every time i visit this dealership. The opening time is 8am. I like to drop my car at 8am so i can get on with my day. I was most disappointed to be berated by your staff member for pointing this out and then informed they disliked my tone. If your staff cannot be ready to receive customers at 8am maybe the opening time should be amended to avoid customer disappointment. I was advised that if i wanted to take my car elsewhere i was free to do so. I did ask if the manager was available but alas he did not start until later in the day. I observed a distinct lack of teamwork from the staff at Lookers Mercedes Maidstone, and little consideration is directed toward the customer, who's patronage ultimately pays for the dealership. I hope this email is received as constructive criticism, we all have bad days and maybe i have been unlucky with my three visits.

Dear Sir/MadamRe Service and MOT Friday 20th Feb for Dr.Zishan Syed, GN23 UJH MERCEDESI booked this service on the basis of priority handling and agreed arrangements. Following your missed call on 13/2/2026 for which I note I received no further follow up from yourselves in any way or even voicemail, these terms were then changed. I chased up the matter myself on 14/2/2026 by phone to be told Mercedes Maidstone has changed the terms of the service to drop and go, no priority waiting because of refurbishments.Under the Consumer Rights Act 2015, services must be provided as agreed and without causing significant inconvenience to the customer. Internal refurbishment does not remove this obligation.I am therefore requesting confirmation that:• I may drop the vehicle Thursday evening• the service is completed Friday• the vehicle is delivered back to my address by one of your drivers on Friday 20th once readyIf this cannot be accommodated, please confirm what remedy or goodwill compensation you propose.I look forward to resolving this promptly. Thank you Dr.Zishan Syed

I didn't get my refund even after 2 weeks.

Good MorningI had my car in for MOT last week but was told the engine management light was on and a diagnosis was done.I had to travel so car was collected but I have lost my Job card given to me.Can you send me a copy of my Job Card so can prepare for the service to be done.I have called 2x since yesterday asking for a copy to be emailed to but still not received it.Thank you.