Firstly, I wish to complain about all 3 of the criteria above: Quality of vehicle repair, lack of communication, and Poor customer service. Please find below a copy of the email I have sent to the service manager of Mercedes Maidstone.To: The Service ManagerMercedes-Benz of Maidstone SalesBircholt RoadParkwoodMaidstoneKentME15 9YNCopy to:Customer Service and Resolutions Team, Lookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GU03.02.2026RE: FORMAL COMPLAINT – FAILURE TO REPAIR JX02COBDear Service Manager,I am writing to formally complain regarding the repair work carried out on my vehicle, an A200, on 20.01.2026 under job number 48762. My car was experiencing electrical faults which I needed to have remedied in order to make the vehicle safe and roadworthy.I have not been satisfied with the level of service received through this unfortunate episode. I booked the repair with yourselves (rather than my local garage) as you state that you are an approved Mercedes Benz official workshop believing that I would be provided with an exceptional level of service; sadly, this has not been the case.Having arranged an appointment, I consequently dropped my car at your establishment at 08:00 on 20.01.2026. I received a call mid-afternoon, expecting this call to confirm that my car had been repaired. Instead, I was asked if I wanted to reschedule the appointment as “you haven’t dropped it off with us” - your staff seemed to be unaware that the vehicle was in your possession. Clearly your booking process does not function effectively, and I was then required to leave the car with you overnight to complete the work.The following day I was notified that the work had been completed and I was shocked to discover that I was required to pay £1,900 for the replacement of the Front SAM Unit to resolve the specific errors - I was not notified of the cost before the work commenced. However, a couple days later, the original errors returned, and the car was also exhibiting further faults: [windows failing to open/close, indicators glitching, SOS inoperative, dipped headlights error, HVAC failing]. Clearly any testing or quality assurance done to ensure that the work had been completed successfully was inadequate, and the expensive part was replaced unnecessarily, clearly not the cause of the problem.I would like to remind you that Under the Consumer Rights Act 2015, you are required to perform the service with "reasonable care and skill." As the repair has failed to fix the issue and the vehicle’s condition has deteriorated, you are in breach of this contract.I exercised my right to a Repeat Performance under the Act, and I requested that you re-examine the vehicle and complete the repair at no additional cost to me. The car was collected by your staff from my place of work on 27.01.2026, and after I complained vigorously, I was eventually provided with a courtesy car while these further works are carried out - I was surprised and disappointed not to be offered one by default under the circumstancesYou have now had the vehicle in your possession for a further 7 days. During this period, I have had no communication from Mercedes staff whatsoever. When I called your dealership on 29th January for an update, I was informed that the matter had been passed on to a central technical team, so clearly you have no idea what is wrong with my vehicle. The technician I spoke to said that he had no idea when they would receive a response, and I have heard nothing since. I find this completely unacceptable.Your communication and customer service is appalling, which I find shocking for a company which prides itself on its brand image. I do not think, under the circumstances, that a daily call to update me on progress would be unreasonable to expect.Please note that I expect that the repairs to my vehicle be completed to my satisfaction at no further cost to myself, and a reimbursement on what I have already paid to reflect the actual cost of the vehicle repairs - up to a full refund of the £1,900 as per the Citizens Advice guidance on faulty repairs.I look forward to hearing from you within 7 days to confirm this. If I do not hear from you, I will have no choice but to escalate this matter to The Motor Ombudsman.

We had Peter as our salesman at the Maidstone garage and he couldn’t have been more helpful to us. He went above and beyond for us with every situation, he wasn’t pushy at all and did everything at our pace. He was an all round lovely man and would recommend him to anyone.

My first service booking with you...chose the option of a pick up....then received a confirmation that I would be dropping it off and a car would be available for me ...called to rectify this and received a message saying all booked for today...took a day off work and waited and called ...to be told the message telling me today was in fact on your system for the 4th ....I will be at work and have to give 4 weeks notice for leave application. Really very poor service with no offer of a rebook ..just it is on the 4th.

I left a google review and was asked to come here in hopes of making it right. The main issue I have is with the state of the car when was delivered. Promised some scratches will be taken care of, and the sales rep gave assurances towards this, and nothing was done here. Car also had some marks on an the Rim, and nothing was done there either, plus the car came with low pressure on 2 out of 4 tyres. The rep did offer for me to come back in exchange for a full tank of petrol, but I was not going to drive 3 hours for this, and even so, I was not going to come and drop the car if needed be and then have no way to go back home. No solution was offered here really and the sales rep became unresponsive after I provided several photos to raise the issues.

Excellent experience purchasing a brand-new Mercedes. Rihanna was professional, knowledgeable, and transparent throughout the entire process. Everything was handled smoothly, from explaining the features to finalizing the paperwork. The car was delivered in perfect condition, exactly as promised. Truly a first-class experience and a great representation of the Mercedes brand. Highly recommended.

No personal service. Didnt attempt to sit me down. Didnt seem bothered. Also Coffee Machine not working

Sales person was excellent gave proper advice

The person to whom I spoke, although he was at his desk, had not actually started work at the time I made my enquiry, which was around 08:20 - he was not due to start until 09:00 but he was still quite willing to spend some time with me.

I really like the staff down at lookers, they really know how to do things, with great customer services and user friendly software on their website, working with them is great ! I would highly recommend them.

I am raising a formal complaint regarding a vehicle purchased from Mercedes-Benz Maidstone (owned by Lookers) in May 2025 as a Mercedes Approved Used car. From purchase, the vehicle experienced multiple issues and returned to the selling dealership several times.The car has now had its first service at Mercedes-Benz Cheshire Oaks, where a full inspection report identified that the front bumper undertray and near-side front wheel arch liner are missing. These are not wear-and-tear items and should have been present at the point of sale.The quoted cost to supply and fit the missing parts is £496.58. There has been no incident or damage during my ownership that would explain these parts becoming detached, indicating they were missing at sale.This represents a breach of the Consumer Rights Act 2015, as the vehicle was not of satisfactory quality nor as described. Given my previous difficulties with the selling dealership, I do not wish to return the vehicle to Mercedes-Benz Maidstone. I am therefore seeking reimbursement of £496.58, supported by the independent Mercedes-Benz inspection.Please treat this as a formal complaint and confirm how this will be resolved within 14 days.