Actually got the vehicle in and returned about 90 minutes earlier than had been told as was under a time crunch and they resolved for me

I purchased my vehicle new in November 2016, since that day I have recieved excellent customer service from Mercedes Maidstone. This visit is no exception and it was a 1st class service as always. Mark in the service department kept me up to date the whole time.

Vanessa was great, kept me updated and provided a loan car. Will be back.

No..

Tom was fantastic from the outset, answered all my questions and concerns with ease, great tutorial on the car once the keys had been handed over. Would deal with Lookers and Tom Bassett again. Thanks for the great service!

We were really looked after by Ola who went the extra mile to make sure everything went well with our purchase. We are really pleased with the service we received.

Hi , I have not scored this dealership high due to the treatment I received on my 1st visit to book a repair under your car warranty scheme. The lady I spoke to in the Service reception told my on my 1st visit that I was not eligible to claim on my warranty due to the fact it expires in 4 days, I showed her my warranty agreement and booklet explaining that I was but she insisted that because they were so busy and could not fit me in for 14 days my warranty would have run out . I pointed out that I have reported it before it has expired but she did not relent and maintained it was not valid. I informed her I was not happy with her explanation and would take it higher to which she shrugged her shoulders . I contacted Mercedes at Croydon ,the head office for your car warranties and explained the situation, the gentleman I spoke to was appalled I had been treated so wrongly ,he gave me his name and a phone number(his) to contact should the dealership still refuse to acknowledge the warranty. I went back to Maidstone Mercedes to next morning and spoke to the same lady from the previous evening, she still maintained she would not be able to honour the warranty, I then produced the letter that the Croydon office informed me of (the rights/rules of car warranty) and the phone number that they need to phone should they still persist in not honouring the warranty. After seeing and hearing about my communication with the Croydon office she said she needs to see her adviser in another office, when she came back she said she was going to phone the gentleman who gave me the information, after a few minutes of conversation it ended with her saying to the gentleman "so we will have to honour the warranty". The lady said she will fit me in 6th Oct 8:00am. I said is everything ok and has the explanation taught you anything to which there was no reply, my response was to say "well we all learn something new every day" to a blank response I bid her good day and never saw her again whilst my car was in for repair The service from the engineer and information staff was very good in what turned out to be a tricky/puzzling repair, my car was in for 15 days in total and I was without a courtesy car as I was informed they had none for 4 weeks because they were all booked out. I collected my car on Wednesday 16th Nov 2022 and asked the service rep to convey my thanks and appreciation to every one who endeavoured to get my car repaired. I now have my car back and all seems to be ok . Regards D James

Always professional

Team very helpful and great service. Only feedback would be that I didn’t receive any reminder or confirmation that the part replacement was going ahead and was challenging getting through. Got through to someone centrally and didn’t receive a call back, second time got through to Julie at Maidstone and she was more than helpful as were the team in the day of drop off and collection.

All very satisfactory