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

For the attention of:Mr Jordan Killeen, General ManagerDear Mr Killeen,I am writing following the Letter Before Action issued yesterday and your failure to resolve this matter by the 2:00 pm deadline on 19 November 2025. In addition to the serious issues already raised, I must also address your continued disregard of my explicit communication instructions.1. You have ignored my clear instructions regarding correspondence.In my Letter Before Action, I expressly instructed that:• All correspondence must be directed exclusively to me by email, and• My husband, Luke Gover, must be copied into all communication.Despite this:• You contacted my husband directly,• You sent correspondence only to him, failing to copy me in, and• You even telephoned him, ignoring our explicit request for email-only communication.Given the seriousness of the situation, especially involving an improperly activated finance agreement, this disregard is unacceptable and undermines our ability to maintain a clear, documented record of communication. It also raises further concerns about your dealership’s professionalism and regulatory compliance.2. New Information from the Finance CompanyI must also raise a further and deeply concerning issue.Your employee emailed my husband earlier today claiming that the finance agreement had been cancelled.Following that email, my husband contacted the finance company twice to verify this.They confirmed that the finance agreement has NOT been cancelled and that Lookers Dacia has NOT contacted them at all.This means your employee made a representation that was false, creating a clear case of misrepresentation.This conduct is wholly unacceptable and significantly escalates the seriousness of this matter.a) Your dealership activated the finance agreement two days before the agreed collection date.This was done before we collected the vehicle, without consent, and without a completed sale.b) You caused the lender to release funds before any lawful handover.The finance company told my husband that Lookers Dacia drew down the funds early.This is not permitted, highly irregular, and done without my husband’s authorisation.c) The finance company advised that your conduct may be unlawful.They informed him that activating a finance agreement early, releasing funds, failing to supply the vehicle, and then failing to cancel the agreement may constitute fraudulent behaviour. They stated clearly that this is potentially a criminal matter and may warrant police involvement.d) Only the deposit refund has been processed.No cancellation of the finance agreement has taken place because your dealership has not contacted the lender at all.The finance agreement in my husband’s name remains active, exposing him to ongoing financial and credit risk.3. Legal PositionYour conduct engages multiple regulatory and legal breaches, including:Fraud Act 2006 - Fraud by False RepresentationThis includes situations where a person dishonestly makes a false or misleading representation with intent to make a gain or cause loss.Activating finance early, drawing down funds, and failing to cancel the agreement when no vehicle was supplied is conduct capable of falling within this definition.FCA Regulatory Breaches (as a regulated credit broker)You are required to:• Obtain full, informed consent before activating credit;• Not draw down funds before lawful supply of the vehicle;• Treat customers fairly;• Maintain clear, transparent communication.You have breached all of these obligations.Consumer Protection from Unfair Trading Regulations 2008You may not:• Mislead consumers;• Omit material information;• Act contrary to professional diligence.Your actions fall directly within the scope of these prohibited practices.4. You have failed to provide the evidence required in my Letter Before ActionYou were expressly required to provide:• A copy of your written instruction to the lender requesting cancellation of the finance agreement;• Written confirmation from the lender that the agreement has been cancelled.You have provided neither, and the lender has confirmed that you have not contacted them at all.5. Immediate Action Required (Today)I require the following by return email:1. Written confirmation that you have today instructed the lender to cancel the agreement in full.2. Copies of all written communication sent to the lender.3. Written confirmation from the lender that:o The agreement has been cancelled;o No sums are payable;o No credit file impact will occur.6. Next Steps if You Fail to ComplyIf I do not receive the above today, I will proceed without further notice to:• File a formal complaint with the finance company including full evidence of your actions;• Report the matter to Action Fraud, the police, the FCA, Financial Ombudsman Service, and Trading Standards;All further correspondence must be sent exclusively to me by email.My husband, Mr Luke Gover, must be copied into all communication.You are not to contact him by telephone again.Yours faithfully,Karolina Gover---------- Forwarded message ---------From: Karolina GoverDate: Mon, Nov 17, 2025 at 2:24 PMSubject: VERY URGENT - Immediate Cancellation, Refund of £2,000 Deposit & Termination of Finance Agreement – Formal Letter Before ActionTo:Cc:, Luke GoverFor the attention of:Mr Jordan Killeen, General ManagerDear Mr Killeen,I write on behalf of my husband, Mr Luke Gover, and this letter is to be treated as a formal Letter Before Action regarding the serious and unacceptable issues surrounding the attempted purchase of a Dacia Duster from your dealership on 15 November 2025. It sets out the urgent actions required and the legal basis for our position.I also attach photographs taken at the time as evidence of the vehicle’s condition.When we attended the dealership to collect what was represented and sold to my husband as a new vehicle, we instead encountered one that was clearly defective, unprepared, and far below acceptable standard. The exterior and interior were visibly dirty, white hairs were found in multiple sections of the cabin, and some components appeared aged, mismatched, or taken from an older vehicle. Interior trims were protruding, misaligned, or improperly fitted, indicating a complete lack of preparation or pre-delivery inspection.The conduct of your salesperson, Gary, further compounded these concerns and raised serious questions about the dealership’s practices. When I pointed out an incorrectly fitted plastic part, he initially attempted to blame the manufacturer, despite the dealership intending to deliver the vehicle at full new-car price. He later contradicted himself by acknowledging that he was responsible for checking these issues before handover.When I identified a clear scratch on the bodywork, he claimed he “didn’t see it,” despite its obvious nature. Only after we later emailed photographs did he concede that the defect “looked worse in the picture.” For another exterior defect, he attempted to rub the mark with his finger, insisting it was not a scratch until it became evident that it was. His repeated attempts to minimise defects were wholly inappropriate and unprofessional.As our inspection continued, it became increasingly apparent that Gary was attempting to discourage us from examining the vehicle thoroughly. He repeatedly tried to divert both my husband’s and my attention away from problem areas, interrupted us while we pointed out defects, and even attempted to prevent me from taking photographs. He claimed repeatedly that these issues would “disappear after a valet,” an assertion that was implausible and unacceptable for a vehicle represented as brand new. The condition suggested that the vehicle had intentionally not been cleaned, as proper valeting would have revealed further faults.The most concerning defect became visible when I opened the passenger door and discovered a major interior panel completely detached and protruding. When challenged, Gary suggested that “someone must have kicked it out,” an explanation that was neither credible nor consistent. He attempted, unsuccessfully, to push the panel back into place, confirming a deeper structural or manufacturing issue. Particularly troubling was his positioning: he had been seated directly next to this compromised area while attempting to distract my husband from inspecting it. This gave a clear impression that he was knowingly attempting to conceal faults in the vehicle.After sending photographs to my father, who has substantial experience in vehicle assessment, he immediately confirmed that we should not proceed and expressed concerns that certain components, including the parcel shelf, appeared to be from an older vehicle, and that the car showed indicators consistent with prior damage or poor-quality. I have never encountered such conduct in any previous vehicle purchase, and I was shocked that such behaviour occurred within an authorised dealership.Upon cancelling the transaction, Gary informed us that no manager was present, that no cancellation forms were available, and that he did not know how to process a refund. He openly admitted that he was unfamiliar with the cancellation process. It is unacceptable for a dealership to leave untrained or inexperienced staff responsible for transactions involving significant financial commitments.We travelled two hours each way on two separate occasions, wasted significant time, and left without a vehicle. Despite this, your dealership continues to retain the £2,000 deposit, which must be refunded without delay. The experience was unprofessional, unacceptable, and raises serious concerns about the dealership’s integrity and practices.1. Immediate Cancellation of All Documents and AgreementsYou must immediately cancel:• The vehicle order• All associated sales documentation• The finance agreement, which should never have been activated• Any internal or external records suggesting that a sale was completed or that delivery took placeUnder the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. This vehicle was none of those things. The vehicle was rejected at the point of collection; therefore, no binding contract for supply was completed.The premature activation of the finance agreement also appears to breach FCA Consumer Credit Sourcebook (CONC) regulations, which prohibit processing credit agreements without full, informed completion of a sale.2. Immediate Refund of the £2,000 DepositYou are legally required to refund this deposit to Mr Luke Gover without delay.Retaining a deposit where cancellation arose due to misrepresentation and visible defects constitutes unjust enrichment and breaches fundamental consumer protection obligations. Under the Consumer Rights Act 2015 and the Misrepresentation Act 1967, any contract formed on misrepresentation or undisclosed defects is voidable, and a full refund is required.3. Written Timeline for Cancellation and Refund (Required Within 48 Hours)You must provide:• The date the finance agreement will be fully cancelled• Confirmation that you have instructed the lender to reverse all payments• The exact date the £2,000 deposit refund will be issued• Written confirmation that all documents, agreements, and records relating to this transaction are void• Assurance that no negative entries will appear on his credit file• Confirmation that he owes nothing to the dealership or the finance provider4. Evidence of CancellationYou must supply:• A copy of your written instruction to the lender requesting cancellation of the finance agreement• Written confirmation from the lender that the agreement has been cancelled• Refund remittance or bank confirmation showing return of the £2,000 depositLegal PositionYour dealership’s conduct gives rise to multiple legal issues, including:• Consumer Rights Act 2015 - Goods not of satisfactory quality, not as described, and rejected immediately• Misrepresentation Act 1967 - Vehicle presented as new and fit for purpose when it was not• FCA CONC Regulations - Finance agreement activated without a completed sale or proper disclosure• Contract Law: Unjust Enrichment - Retaining funds for goods not supplied is unlawful• Consumer Protection from Unfair Trading Regulations 2008 - Misleading actions, omissions, and failure to exercise professional diligenceIf This Matter Is Not ResolvedIf, within 7 days, I do not receive on behalf of my husband:1. Full written confirmation of all cancellations; and2. The refund of the £2,000 deposit,I will proceed, without further notice, with:• A formal complaint to the finance company• A complaint to the Financial Ombudsman Service• A report to Trading Standards• A complaint to Dacia UK• Issuing Small Claims Court proceedings to recover the deposit, associated costs, and statutory interestPlease treat this matter with the urgency and seriousness it warrants.Please direct all further correspondence regarding this matter exclusively to me by email, and kindly ensure that my husband is copied into all such correspondence.This ensures all communication is properly recorded and avoids any potential miscommunication.I expect a full and satisfactory reply by 2:00 pm on 19 November 2025.Yours faithfully,Karolina GoverOn behalf of Mr Luke Gover

Phone back straight way was very helpful

Excellent job perfect service as usual thank you Jay for being patient to two old people lovely garage lovely staff thank you from both of us

My experience was very poor, they didn’t allow me to test drive, because it is going to be a company car. So I removed Merc from my shortlist.

Fantastic service from the team at Mercedes

Sales assistant took almost a week to come back so we went to another dealership

Good morning,My name is Milton Monteiro, I to express my disappointment with a recent service experience at your facility on Trust Pilot, which I got a replay to send more details to your team so you could check. My car a Mercedes (registration number FY17 GHK), was delivered to your technician on the morning of the 1st of November as part of a recall. This recall was intended to address necessary updates and the potential replacement of the NOx sensor.Upon delivery, the engine light was on due to the NOx sensor issue, and your technician confirmed this. On Saturday, after making an inquiry, I was informed that the car was ready for pick-up. Everything seemed fine on the invoice indicating the updates made. However, on Sunday, during a family trip to London, the engine light came back on. Checking the invoice, I noted that it only mentioned the updates without any indication of the NOx sensor replacement.I called your company on Monday, the 3rd of November, and was told by a gentleman that the system documented the replacement of the NOx sensors, which was contrary to what the invoice showed. He instructed me to bring the car back on Thursday, the 6th of November. Due to work commitments, I asked if I could bring it on Monday, the 10th, which was agreed upon, and I did so.To my surprise, in the evening, Mr Jay, who identified himself as responsible for services, informed me that not only would they not replace the NOx sensor as originally stated, but also that I would need to pay for a diagnostic test. I found this unacceptable since it pertained to the recall issue. Moreover, Jay's tone was rude, which I found peculiar given that calls are recorded and subject to review.I am attaching the original recall message that indicated the necessity of the NOx sensor replacement when I entered my VIN number on the Mercedes website. I kindly request that you review the situation, speak with your team, and ensure that the NOx sensor is replaced as initially promised. I am prepared to wait until Friday, the 15th, for this issue to be resolved satisfactorily.Thank you for your attention to this matter.Kind regards,Milton Monteiro

Sales guy David was excellent, courteous, friendly and professional, got me a C300 to test drive.I decided to stay with my BMW but very pleased with the service here.

Waited over an hour to get a quote on a part. How is this anything other than incompetence from what is supposed to be a premium brand?