The representative I met on site was really good and very helpful. I was told there was no rush to get back to me, however I haven’t heard anything since — not even a holding or courtesy email.

Your warranty is not good,I pull out because of warranty.

Hello,After leaving a review about your services and salesmanship on google you have replied saying you’d like another chance. We are willing to give you that if you will listen to what we have to say.Since you refused to fix our car KT23HWU after we bought it over a long distance already damaged, we have recently had the problem fixed by our local body shop and they were disgusted on how the front wing and wheel trim where held on and classed as ok to sell by your company. The bracket underneath the front drivers side wing was bent which is why the wing gaps did not line up with the bonnet, door and side pillar. The wheel trim had no clips left on it so it was double sided taped onto the car!! We cannot believe you class yourselves as a reputable Mercedes dealer and Richard Rapely for selling it to us in the first place.Now we have got the car to a condition that is worthy of being sold we’d like to let you know how much it has cost us in relation to what Mercedes Teesside quoted us to carry out the works in the first place in which Richard Rapely said you would pick up the bill. They quoted us £2000 originally in which you refused to pay.We have now had the final bill from our Bodyshop and are now £886 out of pocket and we would like yourselves to reimburse us in full for that amount. Please see the invoice belowWe think this is the least that you can do as you have made our buying experience so underwhelming and stressful considering we were travelling 280miles to get the car in the first place. We look forward to hearing your response.Amy and Jason HillSent from my iPhone

Dear Steven,I am writing to raise a formal complaint regarding the condition of the vehicle I received from your dealership and the ongoing difficulties in resolving an issue that arose due to the dealership’s error. I am requesting your urgent intervention so that this matter can be resolved promptly and fairly.I collected my vehicle on 12 August 2025 (delivery was originally scheduled for 9 August but delayed for further work). On 29 September, the vehicle displayed a message stating that a service was due. Given how recently the car had been handed over, I immediately contacted the salesperson I dealt with, Bhavik Patel.During the call, Mr Patel told me that this should not have happened and that nothing should be wrong with the car for at least the first three months. He acknowledged this was unusual and said he would investigate. I also raised faults with the screenwash button and worn wipers, which he said would be handled under warranty.Mr Patel later advised that I could bring the vehicle back to Mercedes-Benz Maidstone for its service. I explained that this was extremely difficult for me due to work commitments, dependents, loss of income from taking a day off, and the impracticality of travelling to Maidstone. I therefore requested a reasonable alternative: to have the service carried out at Mercedes-Benz Guildford, which is local to me.Despite explaining the hardship, the only option repeatedly offered was to return the car to Maidstone. I asked why I should incur fuel costs, additional mileage, and unpaid time off work for an issue caused by the dealership. Mr Patel stated, “I know it’s our error, but that is the only thing that can be done.” I also asked him what happens if the car breaks down for some reason due to lack of servicing and his response was "why would the car break down, but I can't promise anything".To ensure full clarity, I contacted Mercedes directly. I have now been officially informed that:Before a car is handed over to a customer, it must have been serviced within the previous 3 months.However, the service history for my vehicle shows that it was last serviced in September 2024, meaning it was handed to me 11 months after its previous service — far outside Mercedes-Benz’s own requirement.This confirms that the vehicle was not prepared in accordance with Mercedes’ standards prior to handover. As a result, my car is now 72 days overdue for a service, through no fault of my own.Consumer Rights PositionUnder the Consumer Rights Act 2015, goods must be:• of satisfactory quality,• fit for purpose, and• supplied as described.Selling a vehicle that is already overdue, or nearly overdue, for a service when Mercedes’ own rules require servicing within 3 months is a clear breach of these standards. Furthermore, when an issue is caused by the retailer, the remedy must not cause the consumer financial loss or significant inconvenience.Requested ResolutionGiven the circumstances, I am requesting:1. Immediate written authorisation for the service to be carried out at Mercedes-Benz Guildford at no cost to me.2. Confirmation that Mercedes Guildford will be instructed to book the car in as a priority, due to the length of time it is now overdue.This request is reasonable and is directly in line with Mercedes’ own service standards and UK consumer law. Having to return to Maidstone would cause me unnecessary cost, inconvenience, and loss of earnings due to an error not made by me.I kindly request a written response within 5 working days, confirming that the service will be approved at Mercedes-Benz Guildford.Thank you for your attention to this matter. I look forward to your swift resolution.Kind regards,Maria Oke

Sale representative Bahvik was very helpful and showing a lot considerations from customer's aspect and willingness to try to accommodate us getting the best deal he possibly can.

the young lady was very helpful

To whom it may concernI took my vehicle to Mercedes for a service and diagnostic on the 30th October as my engine management light kept coming on and off where I was told my your road side assistants also looked any way so it diagnostic tag found that my turbo pipe or seal had a tear so after paying out £927.00 I was told it was sorted few days later the engine management came in a gain where my gears don’t want change goes in to limp mode so I called up and spoke with jay he asked if I could bring the vehicle in in the 7th the Friday of that week I explained that I was going away and needed my car as it’s the vehicle I have so he said leave it with me I will call you back and arrange it for next week and way next week came no call I then called again spoke to booking line and no one else anwsered they then told me that would email through after me explaining to them and some one would call me well I still have not spoken to anyone and it’s been over one month and no one seems to interested and getting car sorted out I nearly had an accident today as the car again went to limp mode and gears will not change and some nearly hit back of me and I nearly got road rage by the gentleman behind me but I explained to him that the car has a problem I would like to know who is going to deal with as I feel I have had this vehicle from you guys and in over last two years it’s just been problem after next when this problem happed before they said it was egr valve which got replaced on my warranty as I bought it for 5 years then this time the turbo seal or pipe as mentioned but the fault is still there and no difference just like I told them since the day I purchased the vehicle does start up normal compare to all my other cars I would like some to give me some answers to sort this car out as at the moment I feel that mechanics at Maidstone are capable of finding the fault of my car and it’s just keep paying out and not sorting fault out which then makes me think how do I know there even touching my car as I don’t given the old part or pictures of what they claimed also I will looking at what company’s I can contact about this to take further action for my rights if I don’t hear back from you

Dear Sir,Mercedes WX72XDHI purchased this car on 1st September 2025,I recently noticed a problem with the braking system and booked the car in for a repair.I left the car with you on Friday 17th October 2025, when I left I was told it would be done in a day as it was booked in for a day, I told the person on the phone and again when I dropped it I felt a judder when it brakes from 70 down to 65mph , I then see the car move on the app and it drove up the 30mph road outside Maidstone lookers dealership which you won't feel it as I said 70 to 60. I then heard nothing all day and I went there at about 4pm. I said what's happening and a lady said there just driving it up the road to try it out as I could see on the app as I was sitting there they took the car out , when they finished and come back the lady said they couldn't feel it as the road is only 60mph as I stated previously I told them it's 70down to 60 so. They then told me they have to keep it over the weekend till Monday to try it on Monday I said I need it over the weekend, so a manger came out and said they could give me a hire car then he went too check and said I was too young to drive the hire car so I had too take my car.A similar situation arose on the following Monday 20th October I dropped the car back to lookers Maidstone early in the morning and I said I will come with them on the test drive so they can feel it, we went out and the bloke driving said straight away when it got to 70 that he felt it judder when braking. So we took it back and they said they will have to change all 4 brake pads and discs. I left and they said they will sort the issue I heard nothing so I rang up to see if there was any updates as I was told nothing. They changed the front set and then drove it again and could still feel it an then done the back brakes which resolved the issue the situation was finally resolved on 21st September 2025. The lady phoned me and said it was ready to collect and she asked do you want it washed I said yes and when I arrived a few hours later they brung it out and it had not been washed.I am glad that the braking problem has been repaired. I am however concerned about the overall time the repair took and the lack of updates on progress. I was only able to deal with the delay because i was on sick leave following a major industrial injury at work. I would have found it almost impossible to deal with had i been working .I shall be very grateful if you can inform me how this situation could be avoided in future.Many thanksjsContact number 07513309590

Rihanna in Sales has been superb pre and post the purchase of my A35 AMG. Her communication is very effective and always goes the extra mile to ensure a very positive experience at Lookers Maidstone.5 star service.Thank you again Rihanna.

Customer has had vehilce for 1year still having issues -customer has drop off vehilce to Gatwick for Maidstone branch to collect and repair but vehilce still has a few issue,Customer has sent an email to Maidstone with regards to issues been resolved but has had no reply . customer requires a reply