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

Took my car for a drop off MOT as couldn’t get a sit and wait slotI asked if I could wait and the service team pulled out all the stops to get my car processed in 1and 1/2 hours thank you Mercedes team for your assistance

I purchased my Mercedes Eqa through Mercedes Tonbridge and was very pleased and thought Luke who I dealt with was brilliant. I had an issue as I had to put my private plate in retention and had to wait for the V5 to come back for my Audi tt that I part exchanged. Luke said once received I can bring it up or post it. I decided to drive up so I could get my refund quicker. I drove up on 4th with my partner and dropped it off and one of your colleagues stated Luke will sort Monday the next day. I then called Luke to speak to him about the refund on the Monday in which he said he would sort and I also told him about a problem with the Mercedes I bought as makes a concerning buzzing sound when the heater is on which is worrying. I asked if I could use a closer Mercedes garage to get the issue solved and he said he would speak to the used cars manager. I waited a whole week with no response from Luke. I then emailed him on the weekend 10th/11th January chasing him in which he then said he was going to speak to the used car manager and he hadn’t even sent my refund off as he asked for my bank details. I was frustrated as the whole point I drove up was to receive this quicker. I emailed him and he said he would send the money and speak to the used cars manager and today the 16th I still have not recieved my refund and still not heard about anything about the used car manager. I’m now incredibly annoyed that it feels like I’ve been sold the car and that’s it no help or support and the customer service has completely gone. I am still waiting for my £1,000 holding deposit and currently have a Mercedes I don’t want to put the heater on due to the noise and potentially making it worse. If this could please be looked into as was so happy buying the car but now disappointed. I had just bought a house too so the holding deposit was money I thought I was going to get back quickly once you had recieved the V5

From the moment we arrived until the time was picked up we had brilliant service

problems with the car we purchased have still not been resolvedwould like to speak with the dealer principle to finalise or return the car for a full refund

Vehicle test driven was un roadworthy, had not been valeted, no indicators or o/s headlight. Sales representative was good, but she had to run every enquiry past her manager who was elusive on first visit, and I felt unhelpful on the 2nd. Unable to arrange own Finance, which i felt was a restrictive practice. Offered 3 months warranty, which on a Mercedes I felt should of been 12 months at least.

Tony was helpful and informative