I was in the Maidstone Mercedes Benz dealership on Sunday to test drive a used Mercedes Benz GLA (reg WU19 AUY) and was meeting with your sales executive Ola Mustapha.The test drive itself was fine and no issues around the car itself, in fact I really liked the car. Unfortunately I wasn't happy with Ola's approach as he made me feel very uncomfortable.When I first arrived, Ola sat me down and went through the paperwork, he asked me for my driver's license, which I handed to him. He then questioned why my surname on the license differed from the booking. I explained that it was my maiden name and I hadn't had it changed in the 3 years I had been married. Ola then asked, "You're not sure of him then?"". I laughed at this and we moved on.Ola then passed me the form to sign, confirming I was over 18; I commented that I was 37 years old. Ola gave me a look of surprise and made a comment saying that he would "hit me up" in a club if we were out. I was gobsmacked by this comment, especially knowing that I was married. I then test-drove the car alone, which was fine. When I came back I asked to see the boot and explained that I needed lots of room as I have 2 kids. Ola then asked my kids' ages, looked surprised again, and made another similar comment about approaching me in a club.When I was leaving I asked Ola if I should email him if I was keen to go ahead with the car, I then mentioned that I have Ola's number. Ola then said "slow down, you trying to hit me up".It is unclear whether this is Ola's sales technique or if he was genuinely trying his luck. Although I laughed at each comment, it was a nervous laughter to deflect from my uncomfortableness because I didn't know how to respond. Ola did not make any effort to show me around the car, its features, explain the history of the car or make any kind of effort to actually sell me the car.I find it incredibly frustrating as a woman, to walk in to a vastly male dominated environment like a car dealership to buy a premium car and not be taken seriously. Car dealerships/garages etc. are still very much a "man's world" and I think it is important that your Sales reps ensure they speak to all clients fairly and equally, I wouldn't expect my conversation with Ola to be any difference from a conversation Ola might have had with a male customer that day. I was there solely to talk about the prospect of buying a car and I did not appreciate the tact Ola displayed during the conversation, nor the general uncomfortable feeling throughout my visit.I certainly did not expect this kind of behaviour from any dealer but least of all a respectable main dealership like Mercedes Benz and unfortunately it has really put me off returning to that particular dealership.I would also add, that you are lucky that you are only getting a feedback form from me as when I mentioned this to my husband he was ready to come down to the dealership and make a complaint himself as he was disgusted with Ola's behaviour.I hope this constructive feedback can help drive a change in Ola's future conduct and serve as a training tool in how not to speak to women and lose a genuine sale.Kind RegardsSally

I regret to contact you regarding an extraordinarily poor service I am currently receiving with my four week old car. I purchased the car on the 14th of February 2026 from Maidstone Mercedes (2 hours away) having bought cars previously and also family members buying multiple cars with yourself I am appalled at the aftercare I have been given. After a week of not using apple-car play we decided to try it out and found it didn't work. We have used multiple different leads (all Apple official) multiple different phones and also cleaned the port out of any residual dirt left over being approved used. It still wasn't working when we decided to contact our local dealership (Salisbury) and get it booked in under warranty to get it diagnosed and repaired. The evening before our morning appointment we were called and told not to bring the car in as Maidstone hasn't approved payment of the diagnoses and subsequent repair of the vehicle they recently sold me even though we had contacted Maidstone to inform them that Salisbury would be invoicing them to which they agreed. Salisbury also confirmed that the car was under warranty and no fee would be passed onto ourselves as Maidstone would be fronting the cost of the repair and diagnosis. ( if evidence is needed then please listen to your phone calls which specifically state that they are recorded). We then received a call informing us that we had to pay £200 diagnostic fee upfront and then find out if it was under warranty which is totally disgusting considering the car is four weeks old I would have thought as a good will gesture it would be done free of charge. We have been chasing both Maidstone and Salisbury dealerships to no avail, we are the customer not an employee and I see no reason why I am chasing your company around wasting my valuable time at work, losing out on money myself to which I could quite easily create an invoice to yourself for lost working hours. All I want is the car to work as it should do and quite frankly, I believe I was sold a car that wasn't in full working condition as again we hadn't tried the feature until after a week of having the vehicle. I demand a response to this formal complaint or I will be taking this further and pursing help from the motor ombudsman and also informing local papers of how these two branches operate after selling you a faulty product. The sales team were great and my family who have spent well into the hundreds of thousands with yourselves have always had a fantastic Mercedes service but I regret to say this is no more. Having had an Audi, Volkswagen and Mercedes that so far Mercedes has been the most substandard. If I do not have this rectified by Tuesday at the latest I will be driving into my local dealership and dropping the keys off and canceling my agreement. Being the product was more than likely faulty from the time of purchase I would have legitimate means to terminate this contract and will seek further legal advice if needed. I was promised a call back yesterday and didn’t receive one. I have called again and am having the same response that someone will get back to me. Sort it out

Firstly, it is very frustrating and annoying that you do not answer the phone and your on-line form on your web site doesn't work!Re Mercedes E220 FG16 NTU Service Record Error.On 2/10/25 you kindly replaced the rear sub frame under the Mercedes Goodwill. Your Invoice dated 2/10/25 Job No. 45548 and Document Number 21382779 shows the mileage as being 53,531. The mileage of 53,531 shown on your invoice, and possibly on Mercedes service systems records, must be incorrect as the MOT carried out yesterday (18th Mar 2026) records the mileage as being 53,089!Could you please investigate this and update your records to show the correct mileage on 2nd October 2025 and let me have a revised Invoice with this recorded correctly?Also, please update all Mercedes Service records with the correct mileage details and confirm that you have done this.I had my car serviced by MB of Medway yesterday (18th Mar 2026) and they were unable to update the service record because of this anomaly.Please let me know if you require anything else from me.Thank you.Best Regards,Nick Williams.

cust paid £205 deposit 04.03 he didnt go through with the purchase and would like his money back

Yesterday the 16th of March, I went to Maidstone Branch to pick up my EClass convertible YG68UMB. After driving 2hrs from my work, I went to the service department to collect my car and hand back the courtesy car. Jay, who is a credit to your company. Brought round my car, I was greeted by my car absolutely disgusting. I was told last week that it was booked in on Friday the 13th for the valet which the sales dept would cover the cost. Jay went over to the sales team to find out why it wasn't done. There answer was yes it was booked in but wasn't done. They didn't even come over to me to explain or apologise. It is like they just couldn't be bothered with me anymore. Jay got it cleaned which I had to wait half an hour for. On driving down the road I could hear a rattle which was the roof mechanism. I stopped and tried to close it and it won't close properly. I am disgusted as I was due to take the car on holiday with me today. But I had to take my partners car incase it wasn't safe or leaked. I asked the service dept to look into the roof mechanism and it obviously wasn't.I think that Lookers in Maidstone just don't care about there customers. Whilst I was in the showroom another customer was there to pick up her car and came straight back in as the initial issue with her was still a problem.I hope i get an apology and when I take it back for the rest of the work to be completed and a proper valet.RegardsDaniel Hull

Hi, I purchased a used Mercedes A-Class from you on the 6th March and noticed that the windscreen washer reservoir is faulty and it not holding any fluid. As the car was only recently purchased, I believe this fault falls under the Consumer Rights Act 2015.Could you please arrange for the vehicle to be inspected and repaired at no cost at a garage local to me, as currently this fault would constitute as an MOT failure.I will call on Monday to confirm arrangements.Thanks

On Friday the 13th march 2026 i booked an appointment with Rihanna over the phone for me to come and view / purchase a car on Saturday 14th march . She asked me what time id like and we agreed 12 noon . On my way over at just gone 11 am i had a call from Rihanna saying basically don't bother coming as another member of the sales team has sold that car this morning ! Do the not talk to each other and say “ iv got someone coming this morning to look / purchase this car “? If i was asked on Friday to put a holding deposit then i would of done but at no point was this discussed . Word of mouth and feed back to other people that are looking to purchase a car goes a long way . Id defiantly not recommend anyone after this apauling customer service iv received .. Rihanna did however say “well we have another car the same hear but its £7000 dearer you can look at that if you want “ . Why was i not offered a discount on this as iv been messed about ?? Out of princable now id NEVER purchase a car from Lookers of maidstone

To whom it may concern,I purchased my vehicle a E Class YG68UMB convertible from your Maidstone Branch on the 19th of December 2025.Soon after my purchase I started to get problems. I emailed the salesman Richard Rapley with photos on the 22nd of January. He emailed back to say that the service department will be in contact to arrange for me to bring it back to get the work done under the 3 month warranty. I hadn't had any contact from the booking team which was put on there system Kerridge. I eventually had to contact them myself on the 3rd of February as I hadn't heard from them. They couldn't get my vehicle booked in until the 23rd of February. I was told that I can pick it up on Saturday the 28th February. I got an email to say they did a health check on the vehicle which they attached a quote of over £1300. The suspension problem they found in the health check is also covered by the warranty likewise the other problems that the car is already there for. Since then I have been chasing the service department for a time frame of when this work will be completed and all i have been told is they are waiting for the go ahead. As this is only a 3 month warranty which finishes on the 19th of March. What exactly is going to happen when the 3 month warranty expires and the work hasn't been done? I have been chasing to find out when the work will be completed so i can arrange collection of the car as i don't live local to the branch and will have juggle my work around.I expect the work to be completed by the end of this week, can you call me tomorrow the 10th of March please with an update.RegardsDaniel Hull

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.