External Sender: Confirm legitimacy before acting.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 thanks

I collected my car on 30/10 and was told on 03/11 that someone would contact me to arrange the dent repair.Since then, I have sent 3 emails, called twice, and my wife has also called.Every time we were told someone would get back to us, but nobody has ever contacted us.It has now been almost 4 weeks with no progress.Please escalate this and provide either a confirmed appointment for the dent repair or the direct contact details of the repair person.Thank you.

I filled in the online form with my details, the date and time, and the car I was interested in. I then received a call where I had to explain everything again and try to remember the date I had chosen. Even after that conversation—and agreeing on a date and time—I never received any confirmation that I was actually booked in. Because of that, I didn’t go. No one contacted me to check whether I was still coming or to follow up on why I didn’t show up. It seems the online form and the phone call weren’t enough to properly book a test drive.Other car brands have done a much better job

cust is having too pay out a lot of money. Put a deposit £250 on the 10-11 for AClass. CBS car ex employee and demo car with 2,000 miles. There was a problem with the car and they couldn't release the car, cust was then told that they couldn't sell the car until t as 3 months old. Hard credit search has been put on the cust history. Customer called today and was told salesman was on holiday the sales manager is also of today. They were going to release the vehicle now for 6 months. Had they been honest and upfront in the first place this would not have this inconvenience or his finance dealer he is now so angry.

Positive and very responsive. Ola was great

Dear Mercedes-Benz Customer Services Team,I am writing to raise a formal complaint regarding the extremely poor level of service I have received from Mercedes-Benz Maidstone in relation to the purchase and aftercare of my Approved Used vehicle (registration WV22 YDT). The repeated failures, lack of communication, and ongoing inconvenience I have experienced fall far below the standards expected of the Mercedes-Benz brand and the Approved Used scheme.This email summarises, in full, the timeline of events, the multiple dealership failures, the significant inconvenience caused, and the breaches of the assurances provided to me during the sales process.1. Condition of Vehicle at Point of SaleOn 27/08/25, I attended the dealership to view the vehicle after confirming in advance that it would be fully prepared for inspection. However:• The car had not been washed or prepped, despite assurances.• I was told that a full service had been completed and that there were “no issues,” yet I discovered myself that the entire undercarriage tray/cover was broken.• Multiple other issues were clearly visible, including:o Several large scratches on the bodywork.o Mismatched paint on the bumper, which your sales representative acknowledged.•These faults should have been identified and resolved before the car was presented for sale, especially under the Mercedes-Benz Approved Used programme. Their presence strongly suggests the vehicle was not properly inspected or validated before being listed.Despite these concerns, I proceeded with the purchase only because I was explicitly promised that:• The undercarriage tray would be replaced.• All scratches would be polished out.• The bumper would be fully resprayed.We arranged to collect the completed vehicle on 30/08/25.2. First Failed Collection – 30/08/25Upon arrival, despite having paid a deposit and despite assurances that all work would be completed, I was informed that:• Only the undercarriage tray had been repaired.• Scratches remained.• The bumper had not been resprayed.This was the first of many avoidable disappointments and unnecessary journeys.To compensate for the inconvenience, I was told that a courtesy car would be provided while my vehicle was taken away for the promised work.3. Courtesy Car Issues and Repeated Communication FailuresOn 04/09/25, my car was collected and the courtesy car delivered. This resulted in several further issues:• The Mercedes-Benz driver crossed the Dartford crossing without paying the charge, causing a fine to be issued to me. Although the first fine (£3.50) was eventually paid, this incident is now recorded against my vehicle.• I received no updates about the status of my car, despite being told it would be ready by 8–9 September.• I had to continuously chase the dealership for progress—emails were ignored, promises of updates were not kept, and responses were delayed for days at a time.• I noticed myself that the courtesy car insurance was expiring, and again had to chase the dealership to prevent being placed at risk of driving uninsured.My vehicle was finally scheduled for collection on 15/09/25, only for me to discover yet again that the bumper had still not been resprayed and the interior still had visible stains, showing the promised valeting had not been properly completed.At this stage, Mercedes-Benz Maidstone had already kept my vehicle for an extra week beyond what they originally stated, yet still failed to complete the work, and still did not inform me ahead of my long journey to the dealership.4. Third Attempt at Completing Work – Further FailuresAfter further escalation, the dealership agreed to collect my vehicle on 01/10/25. I took a day off work to be available, only to receive an email at 14:26 stating that no driver was available and the collection would have to be rescheduled. This was completely unacceptable given the advance notice and my time off work.A new date of 23/10/25 was arranged. Again, I was promised a turnaround of two days. Again, no updates were provided. I had to chase on 29/10/25, after which I was informed that the work was finally complete.This level of communication is wholly unprofessional and demonstrates a systemic failure in customer care.5. Dartford Crossing Fine – Second IncidentShockingly, during the second collection of my vehicle, the Mercedes-Benz driver once again crossed the Dartford crossing without payment. I emailed the dealership on the same day to remind them to pay the charge.Their reply arrived a full day too late, at which point a fine had already been issued.I notified the dealership as soon as the fine arrived and had to chase several times over multiple days. Only after repeated follow-ups did I receive a response stating that Mercedes-Benz Maidstone would not pay the fine, despite:• Your drivers being responsible for the crossings.• Me expressly warning the dealership to pay the charge.• A member of your own team verbally confirming in front of my father that Mercedes-Benz was responsible.• Written assurance from staff that the charge had been/would be paid.This refusal is wholly unacceptable and contradicts previous assurances. It has also resulted in the loss of the discounted early-payment rate.6. Mercedes Me – Still Not ResolvedSince purchasing the vehicle, I have repeatedly requested support in linking the car to Mercedes Me, but the vehicle is still linked to a previous account. Despite mentioning this in several emails, this has still not been resolved. This is yet another example of poor aftercare and failure to follow through on basic customer support.The number and seriousness of the issues present at point of sale, combined with the dealership’s repeated failures to complete promised work, communicate effectively, and provide a basic standard of service, strongly suggest non-compliance with:• The Mercedes-Benz Approved Used standards; and• The Consumer Rights Act 2015, which requires that goods be:o of satisfactory quality,o fit for purpose,o and as described.•The condition of the vehicle at sale clearly did not meet these obligations, and the dealership’s ongoing failures have caused significant inconvenience, financial impact, and loss of confidence.I am requesting that this matter be escalated to senior management within Mercedes-Benz UK and that the following actions are carried out:1. A full written explanation of all inspection and preparation items that were missed or not completed before the vehicle was listed for sale.2. A clear explanation of why the vehicle was placed on sale despite not meeting the Approved Used standards.3. Confirmation of the internal investigation that will be conducted into the dealership’s repeated failures, poor communication, and breach of obligations.4. Appropriate compensation for:o Multiple long journeys,o Time spent taking days off work,o Repeatedly chasing updates,o Distress and inconvenience caused,o The Dartford crossing fine caused entirely by your driver,o The prolonged period in which I did not have full access to the car I purchased5. A goodwill gesture in recognition of the significant impact this experience has had.In accordance with standard complaint-handling practice and my consumer rights, I request a full written response within 14 days of the date of this email.I trust that Mercedes-Benz will take this complaint seriously and respond accordingly. The experience I have had is far below what one would expect from a brand of this calibre, and I hope the matter can now be properly resolved.Yours faithfully,Ramisa Zamanramisazaman@gmail.com07984887642Vehicle registration: WV22 YDT

Took a deposit for a car but wasn’t able to get it due to finance rejection. Can I get my deposit back

cust paid £250 deposit and had changed her mind she has notified you and the vehicle has been put back up for sale. She would like to know where her deposit is.

Good MorningWe purchased a Mercedes convertible on Friday 31st OctoberOur salesman was Bhavik PatelThe Transaction went very smoothly, very helpful, informative & patient.The Salesman went above & beyond to explain the car to me.However we are still waiting for the 2nd key & the touch up pen which we were told would be sent out the following week.David Connor

Dear Lookers Customer Relations Team,I am submitting a formal complaint regarding a Mercedes-Benz Approved Used vehicle purchased from Mercedes-Benz of Maidstone(Registration: YG68 UOM, purchased on 15/11/2025, paid in full at £15,199).Summary of IssueWithin hours of collecting the vehicle and driving back to Leicester, we discovered physical damage to the rear bumper and additional paint defects which were never disclosed in the advert nor visible in any of your sales photographs.We reported this immediately after collection, with photographic evidence.Since then, I have sent multiple emails (3+), but have received delayed responses and no clear resolution. I have continuously been reasonable, patient, and open to an amicable solution.Dealership ResponseI was told that:• The damage was “not present at handover”, despite no detailed inspection being carried out and my travel/fatigue/time pressure at handover being known.• We must drive 4 hours back to Maidstone for a repair.• No local authorised repair at Mercedes-Benz Leicester will be permitted, even though this would remain within the official Mercedes network.I was also informed that the “14-day return period does not apply”, despite the rushed handover and lack of opportunity for a proper pre-purchase inspection.Why This Is Unreasonable• We did not test drive before signing documentation.• We travelled from Leicester at 4:30 AM, reaching Maidstone after 2.5 hours by train.• We was given a limited time window due to the salesperson’s 10am appointment, which is evidenced in writing.• We did not have a fair opportunity to fully inspect the vehicle.• We reported the damage immediately after collection.• The proposed solution would require:o 8 hours of travelo Loss of incomeo Fuel costso Potential overnight stayo Being left without a vehicleThis is not proportionate or reasonable, particularly for an Approved Used Mercedes-Benz with “RARE MANUAL – FULL MB HISTORY” advertised as a key selling point.Resolution RequestI request one of the following:Option 1 – Authorise repair at Mercedes-Benz Leicester, an official Mercedes dealershipOption 2 – Collect the vehicle from Leicester and provide a full refundNext StepsI am seeking an amicable resolution and would prefer to avoid formally raising this with:• The Motor Ombudsman• Trading Standards• Mercedes-Benz UK• My legal protection providerPlease respond within 5 working days, so this matter can be resolved professionally and fairly.We have retained all emails, photographs, and timestamps confirming when the issues were reported.I look forward to your responseAaron HiraManaging directorMind Aid UK