Jack was amazing. and very helpful. He persuded me for EQE whilst I went for EQA.

After expressing my interest in one of the cars at Mercedes Tonbridge, Jack called me . I told him that it is a 2 hour journey from Norwich to reach out to you and then scheduled an appointment for the next Saturday at Tonbridge. As per my request appointment was given at 4pm saturday and a confirmation mail was sent as well. I agree that I didn't book the car paying a token money. Saturday I called again in the given number asking for a change in the appointment time from 4 pm to 3 pm. He called back after 10 minutes telling that the car was sold out . Had I started my journey and reached there without calling you I would have been disappointed. A waste of time and money. You could have informed me earlier that the car has been sold out.

An honest and straight talking.response about my enquiry and questions,

They added extras onto my quote. Should have asked me first.

Sales person very attentive, but car that we were interested in was pulled from sale which is obviously disappointing and were told car wasn’t ’that great’ even though you had it on your forecourt. Process felt rather pressured too. Was more the vibe of a 2nd hand car dealer rather than a main dealer.

All correspondence received from Buss Murton LawHello,We have received this complaint from solicitors do we attempt to resolve with customer internally or allow you to respond.Was purchased in October 2025 and done 598 miles. The clutch has gone and declined by warranty as it’s a consumable. Cost to repair is £1432.60, I think the onus should be on us to repair as the customer has had the vehicle less than 6 months.Please advise.Many ThanksLloyd SpencerUsed Car ManagerMercedes-Benz of Tonbridge19 Vale Rise | Tonbridge | TN9 1TBT: 01732 771 761lookers.co.uk/mercedes-benzFrom: Joshua CurtisSent: 28 January 2026 16:29To: Lloyd SpencerCc: David WalczakSubject: FW: Our Client: John HodgesPlease see attached documents regarding a vehicle purchased form us last year.Joshua CurtisService AdvisorMercedes-Benz of Tonbridge19 Vale Rise | Tonbridge | TN9 1TBT: 01732 771 761lookers.co.uk/mercedes-benzFrom: Barney BoseSent: 28 January 2026 16:21To: Joshua CurtisSubject: Our Client: John HodgesExternal Sender: Confirm legitimacy before acting.Dear Sir,Please see the attached correspondence and enclosures.A copy has also been sent via first class post.Yours sincerely,BUSS MURTON LAWBuss Murton Law is a trading name of Buss Murton Law (South East) Limited, (registered no. 14106070 in England & Wales) and which is authorised and regulated by the Solicitors Regulation Authority. The firm is registered for VAT under no. 445 2447 94. A list of shareholders can be inspected at the Registered Office at Wallside House,12 Mount Ephraim Road, Tunbridge Wells, Kent TN1 1EE. We use the word "Partner" or “Director” to refer to a director of the Limited Company or an employee or consultant of equivalent standing and qualifications. The contents of this email and any attachments are confidential to the intended recipient. If you are not the intended recipient you must not use or publish its contents, and notify the sender immediately. Contracts cannot be concluded with us nor service effected by email. Any views expressed in this email are those of the individual sender, except where specifically stated otherwise. We may monitor data traffic.WARNING: Computer viruses can be transmitted via email. Whilst we run anti-virus software on all emails, neither we nor the sender accept any liability for any loss or damage arising in any way from their receipt or use. You are advised to run your own anti-virus software in respect of this email and any attachments. Email transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of email transmission.Cyber Crime WarningPLEASE NOTE that due to the ongoing risk of fraud, you cannot rely on any bank details sent to you by email, even if they appear to come from this firm. It is your responsibility to check with us verbally either in person or by telephone that you are using the correct bank details for any payments to be made to us in order to avoid any misunderstandings, delays or fraud. We do not accept any responsibility or liability arising out of funds being sent by any party to an incorrect account in reliance on such an email.

Although we were no able to get the car from Tonbridge as there was not one available, Jordan was excellent throughout and i wish we had been able to buy from him. Next time!

Customer service with Callum excellent but availability of vehicles to purchase terrible. Specific glc hybrid version not available, not sure if one will become available and Eqa not available until mid/late March.Disappointing Mercedes but not lookers fault

Professional and measured approach from salesman Tony Clark.

RE: FORMAL COMPLAINT – Vehicle Registration GV22EUZ – Invoice No. 20025651Dear Sir/Madam,I am writing to express my extreme disappointment and dissatisfaction with the service I havereceived from Mercedes-Benz of Tonbridge regarding my purchase of a used Mercedes-BenzGLE400d AMG Line Premium 4MATIC Auto (Registration: GV22EUZ) in January 2025.Since taking delivery of the vehicle, I have encountered numerous serious issues that have notbeen adequately addressed by your dealership, despite multiple attempts to resolve them. I wouldlike to formally document the following concerns:1. MISSING PARCEL SHELFThe vehicle was delivered without a parcel shelf, which should have been included as standardequipment. This was not disclosed at the point of sale, and I had to discover this deficiency myself.2. BRAKE PAD CONCERNSShortly after purchase, I raised concerns about the brake pads. This issue required escalationbefore action was taken, and the brake pads ultimately had to be replaced. This indicates eitherinadequate pre-delivery inspection or failure to disclose known issues.3. MISLEADING FINANCE INFORMATIONAt the time of purchase, I was informed that the payee on the finance agreement could be changed.However, after completing the purchase, I discovered this was not possible. This constitutesmisleading information that affected my purchase decision.4. WARRANTY MISREPRESENTATIONThis is perhaps my most serious concern. I purchased a warranty package from Mercedes-Benz ofTonbridge for £509.00 (Invoice No. 20025651, dated 24/01/2025), along with a 1-year FOCwarranty. I was led to believe this was a genuine Mercedes-Benz warranty. However, I have sincediscovered that this is actually a third-party warranty (Assurant), not a manufacturer warranty. Thiscritical distinction was not made clear at the point of sale, and I feel this amounts tomisrepresentation. Had I known this was not a genuine Mercedes warranty, I would not haveproceeded with this purchase.5. FUEL CAP COVER DEFECTThe fuel cap cover failed to close properly. Once again, I had to bring this to your attention myself,rather than it being identified and rectified during pre-delivery inspection or servicing.6. SEAT BELT RETRACTION FAULTI reported that the seat belts do not retract correctly in 2025. It is now January 2026, and thissafety-related issue remains unresolved despite my repeated notifications.7. MISSING WARRANTY DOCUMENTATIONIn January 2026, I contacted your sales department requesting the warranty policy documents andrelated paperwork. Despite owning the vehicle for 12 months, I have still not received theseessential documents. On 16/01/2026, I called your dealership and spoke to a representative fromthe sales team who assured me that Jack Heasman would be advised to make contact with meregarding the missing warranty documents. To date, Mr Heasman has failed to make any contactwhatsoever.8. POOR AFTER-SALES SERVICEThroughout this entire experience, the after-sales service has been consistently poor, with issueseither being dismissed, inadequately addressed, or simply ignored. Your sales representative, JackHeasman, has failed to follow up on critical matters despite assurances from your team that hewould make contact. This lack of communication and professional courtesy is completelyunacceptable and exemplifies the overall poor service I have received from your dealership.RESOLUTION SOUGHTGiven the catalogue of failures outlined above, I am seeking the following:1. Full refund of the £509.00 warranty payment, given the misrepresentation regarding the nature ofthe warranty2. Immediate resolution of all outstanding mechanical issues (seat belt retraction)3. Provision of all warranty documentation immediately4. Additional financial compensation for the inconvenience, time wasted, and distress caused byyour dealership's failures5. A formal written apologyI would appreciate a response within 14 days of receipt of this letter, detailing how you intend toresolve these matters. If I do not receive a satisfactory response, I will have no option but toescalate this complaint to:- Lookers Limited Head Office- The Financial Conduct Authority (regarding the warranty misrepresentation)- The Motor Ombudsman- Trading StandardsI will also be leaving reviews on public platforms detailing my experience to warn other potentialcustomers.The service I have received from Mercedes-Benz of Tonbridge has been nothing short of shockingand falls far below the standards one would expect from a Mercedes-Benz dealership. I trusted yourorganisation with a significant purchase, and that trust has been comprehensively betrayed.I look forward to your prompt response.Yours faithfully,Mr J SohalEnc: Copy of Supplementary Invoice No. 20025651