Visited Tonbridge in April, with idea of trade-for above vehicle. Callum located a likely replacement KT25LXK. Had third year of prepaid unused Service Plan on EF14 asked Callum the position for transferring residual to replacement vehicle. He stated we should just take out new plan & apply for refund for unused SP. Sounded good so proceeded with purchase documentation. Justin then appeared to set up new Service Plan on KT25. We again checked regarding the unused period Service Plan. Justin repeated we should apply for refund.Contacted MG Service Plan providers who stated no refund was due for unused plan and indeed we owed money because more costs had been previously expended without our knowledge.Complaint rests on fact that had we not twice been given misleading information from Tonbridge Sales we would not have made replacement vehicle at that juncture but at a later date when we had full value from original plan.We have had two phone conversations with Justin & when last spoke on this issue he promised to ring us back but never did. Have called showroom twice, told Justin not available, left messages, still no callback.Sales team are highly professional and on the ball regarding selling but solving our issue appears zero priority.Colin Saunders

Dear Lookers Customer Resolutions Team,Re: Formal Complaint regarding Mercedes-Benz Financial Services PCH agreement 0026665250509001I am writing to log a formal complaint regarding my current Personal Contract Hire (PCH) vehicle, registration number GF25JTX, which was supplied and delivered to me just under a year ago by Mercedes-Benz of Tonbridge (Vale Rise, TN9 1TB).This vehicle represents my second consecutive PCH agreement with Lookers. I explicitly requested and ordered the exact same model with the identical specifications as my previous vehicle. Because the vehicles were structurally identical, I had a fair and reasonable expectation that the ongoing running costs and tax liabilities would remain consistent with my first lease.At no point during the renewal process, nor during my consultations with the sales team at the Tonbridge branch, was it disclosed to me that this replacement vehicle had an original manufacturer list price exceeding £40,000 when new—subsequently triggering the DVLA Expensive Car Supplement.While the vehicle was marketed and sold to me at a price point under £40,000, your team completely omitted the fact that its baseline list price carries a mandatory premium car tax penalty of £440 per year. As a returning customer renewing a like-for-like contract, I relied on Lookers to explicitly flag any significant financial changes or added overheads between the old vehicle and this replacement.Failing to disclose a premium tax liability on an identical vehicle upgrade constitutes a direct breach of the FCA’s Consumer Duty principles. Lookers failed to provide clear information, thereby creating an unmitigated financial trap and causing me direct financial detriment.As a resolution to this complaint, I expect Lookers to:1. Recompensate me for the £440 annual tax surcharge invoices passed on by Mercedes-Benz Financial Services for the remaining duration of my lease contract.2. Provide a formal explanation as to why this material change in running costs was omitted during my renewal consultations at the Tonbridge dealership.I expect a formal acknowledgment of this email within 3 working days and a final response within 8 weeks, as per FCA guidelines, before I escalate this matter directly to the Financial Ombudsman Service.Yours sincerely,Devinder KaurContact No: 07871550582Address: 232 Walstead road, delves, Walsall. WS54DP

cust recently purchased a vehicle and over the weekend found a stone chip. Auto glass and have advised the cust that there has been a repair to the windscreen recently. The cust has had the vehicle for 7 weeks. Cust have spoken to branch but they are not willing to help

deposit paid and nothing has been returned to thee customer after advising that they were not going ahead with the purchase. £250 17th April

I have multiple warning lights on GK67YHT. It’s disappointing that the vehicle cannot even be looked at ‘til 30 April. Since 2002 I have bought all my cars from you and had them serviced by you. Now I have to go elsewhere- even to have the problem assessed.

wiper blades not working cust sorted himself. car due for service took to local dealership and they dew cut attention to an oil leak coming from rear diff, temp sensor leaking. as not covered under the warranty. bought in October, should have been in good working order, advisory for the oil leak and also the window wipers.

What a poor service from the parts department messing their customers around.Spoke to the Mercedes Maidstone branch early Saturday morning about the stock availability of my car they informed me it was in stock, and reserved my name on it and told me to come and Collect it the same day. Arrived at the Maidstone and get informed the person I spoke to is coving the Tonbridge branch for the day and the parts at Tonbridge ( surly they should of told me that before I drove to the Maidstone branch)Once arriving to the Tonbridge branch at 13:30 I was informed the parts department had gone home at 12:00 when it clearly states the department is open till 14:00 online.This is an absolute mess about as we had to spend are Saturday doing a 100mile round trip chasing a car part. Really disappointing from a “ luxury “ car brand after you have spent tens of thousands of pounds with them.

Dear Sir/MadamAll is good thank you - but could you send me a VAT invoice for the payment I made on the 20th February for £606.60 car plate PF24ZTPMany thanksRichard

Helloto who it my concern, my name isLucas Andrewson the 19th March my wife's car Mercedes A class premium plus amg line 2025 registration number isRX25 WZR had its first service at our local garage, when myself and my wife turned up at the garage the garage receptionist informed us that the car has a leak on the gearbox, we then booked the car in at Tonbridge Mercedes Benz for the car to be looked at on the 1st of April, we took the car on the 1st April, first thing in the morning to Mercedes Tonbridge, then at close to 14:45 Tonbridge Mercedes called to inform me with what work had been done on the car, they had put a sealant on the gearbox, I couldn't believe it when they called to tell me that, Mercedes really, so myself and my wife went to pick the car up and spoke with a young chap called Reese, Reese explained what work was carried out on the car, I couldn't believe that Mercedes are trying to take me for a complete fool, since we actually own the car and do not have any finance on it. I wasn't having any of it so they said let's wait until 22nd April to see if the sealant has held, I stressed that I was very worried that this isn't a proper fix, if said this is a bodge job and I wasn't happy and that I wanted the car repaired how it would be from the factory, I then asked for a courtesy car on the 22nd of April, they agreed to the courtesy car, they didn't even give me any paperwork so I can have for the cars history which is quite upsetting, I am an unwell disabled person on quite a lot of daily medication I suffer from a lot of anxiety, this has upset myself and my wife a great deal, I need an invoice for the visit on 1st April if again asked just what are your intentions, they just said before we start taking the engine and gearbox out of the car let's wait until the 22nd April to see if the sealant has stopped the leak,I have spoken to other people who have advised me not to accept a wait and see fix, if it have to i will take the matter further if Mercedes do not repair the car as it should be, also I need my visit card or invoice to state exactly what they dud to my car and if the repair is factory standard, bear in mind I will investigate and hopefully take photos speaking of which if its possible we would like photos of the repair so that we know exactly where the repair is. please will it be possible to email me the works paperwork for the cars history. as far as I see it, it was a very unhappy experience, they didn't treat me very fairly, if we do not get positive feedback we will take it to the ombudsman and contact Mercedes benz UK to report the matter, because as far as I've understood the whole experience they are taking me for a complete fool which I'm not, my wife is very upset over this and very scared to even drive the car because she thinks Mercedes have given us the impression that the sealant is the way to go, from where I come from the sealant/gasket goes on before and not while the gearbox is already fitted to the car.we will appreciate any positive feedback from you, on Tuesday we will also contact Mercedes-Benz UK to report the matter, and inform them that Mercedes Tonbridge didn't even give me any invoice or a visit card to state the work that was carried out on the car.Lucas Andrews phone 07956 81565616 Fairfield Close kemsingSevenoaks KentTN15 6QZ.email lucasandrews@sky.comSent from Sky

Formal complaint regarding unfair treatment and mishandling of vehicle sale – FP22 KNOPlease see attachments