I am writing to raise a formal complaint regarding the vehicle I purchased from your dealership in late August. Three months after purchase, I have been informed that the car now requires a service. At no point during the sales process was I advised that a service would be due so soon, nor was I made aware that the vehicle was close to the end of a 90-day period in which a complimentary service would have been provided.Given that this is a Mercedes-Benz vehicle, a brand associated with quality, reliability and high standards of customer care, it is entirely reasonable to expect that the car would not require a significant additional cost so shortly after purchase. A customer buying a premium brand should not be placed in a position where they must unexpectedly cover further expenses due to information that was not disclosed at the point of sale.When I contacted the Used Car Sales Manager, I was informed that my purchase fell just a few days outside the 90-day complimentary service window and that nothing could be done. This response was both surprising and disappointing, especially given the expectations attached to Mercedes-Benz customer service. I was later offered a £150 contribution towards the service once I provide an invoice; however, this does not resolve the issue. The financial impact is considerably greater, and more importantly, the omission of essential information at the time of purchase has resulted in an unnecessary and avoidable burden, particularly at this time of year with Christmas approaching.I must stress that the lack of transparency regarding both the service requirement and the expiring 90-day clause is misleading. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Failing to disclose material information that would influence a buyer’s decision such as the imminent need for a service conflicts with these expectations. Had this information been provided, I would have been able to make an informed decision or requested that the service be completed prior to purchase or collection.In light of the above, I am requesting that the dealership covers the full cost of the required service, as the need for it so soon after purchase is directly linked to the lack of communication at the time of sale. This is a reasonable resolution given the circumstances and the standards associated with the Mercedes-Benz brand. My service is now 11 days overdue due to the nature of this query being unresolved.I trust that you will treat this matter seriously and respond promptly with a satisfactory outcome. If the issue remains unresolved, I will have to escalate the matter through Mercedes-Benz Customer Services and, if necessary, the relevant consumer protection channels.I look forward to hearing from you.

I wish to reject the vehicle with the right to reject as per the consumer rights act due to faults and inconveniece. Refer to complaints 82457799 and 84403087

Dear Lookers Mercedes Tonbridge Team,I hope you are well. I am reaching out regarding my vehicle (Reg: VE74 MHN), which is currently at your dealership due to a brake juddering issue.I am particularly concerned as this is a brand-new vehicle, only 9 months old and with approximately 12,000 miles, and experiencing such an issue at this stage is very stressful. I feel caught between the dealership and Mercedes-Benz Customer Service, with no clear ownership of the matter.I would greatly appreciate it if the dealership could take the lead in liaising with Mercedes and ensure that the necessary repair or replacement is completed under warranty without further delay. At this stage, I am not seeking explanations or justifications; I simply want the issue resolved promptly so that the vehicle is safe and fully operational.Thank you in advance for your assistance, and I look forward to your confirmation of action.

My C class developed a fault attended by roadside assistance, the engineer booked the car into Tonbridge for the next morning and I delivered the car on the 26 Nov. The service manager arranged at short notice a courtesy car and arranged a lift to the rental car offices. The repair was undertaken within the estimate and completed 2 days earlier than anticipated. I was kept informed at all times. Special thanks to Nathan and Jo for going above and beyond, excellent ambassadors for your company

Hi,When is it suitable for the car to be picked up?Would I be required to be there, or can someone hand over my car and accept the courtesy car on my behalf?Thanks,NikkSent from Outlook for iOS________________________________________From: Lloyd SpencerSent: Sunday, November 30, 2025 2:04:44 PMTo: Nicholas Walden; Vehicle ComplaintsSubject: RE: Ongoing complaint - GN21WJCCAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe.Hello,I do understand you have two independent reports however we only prepare cars to Mercedes Benz standards, if at the time they were above, they would not be replaced. I am confident in our workshop to check and confirm they are at the required measurements to pass a used car check. I would be able to supply a courtesy car, collect it from you, and return to you at an agreed day and time.Relating to the missing items, thank you for the screen shots, it doesn’t show me the registration number to compare the vehicles. I can only presume the cars you were looking at were executive or above and this is why they are missing the features.May I ask what it is you are hoping I can do to resolve your issues albeit, if the brake pads are below the guidelines this is something we can do to resolve, however I am not going to be able to resolve the cars missing items?.All the best,Lloyd SpencerUsed Car ManagerMercedes-Benz of Tonbridge19 Vale Rise | Tonbridge | TN9 1TBT: 01732 771 761lookers.co.uk/mercedes-benzFrom: Nicholas WaldenSent: 26 November 2025 20:42To: Lloyd Spencer; Vehicle ComplaintsSubject: Re: Ongoing complaint - GN21WJCExternal Sender: Confirm legitimacy before acting.Hi Lloyd,Thank you for your e-mail and the points you have raised.Regarding the brake issues; as I previously mentioned I have voiced my concerns with these in person with the Sales Advisor after the test drive, and followed this up via e-mail as I wanted to ensure this would be fully corrected before taking delivery. As I mentioned, I was told the car was fully checked and mechanically fit. Please let me know whether you require any screenshots of the e-mail conversation surrounding this. I'd also like to advise that as previously mentioned, I have had two independent reports where I've attached one example to this e-mail.As you can see this clearly states that the brake discs are worn below the minimum manufacturer specification, where it includes the measurements of all pads and discs - and these were recommended to be replaced as a matter of urgency, especially coupled with only 2mm of front brake pads. You will also notice that the two rear tyres are also mentioned due to them deteriorating. With this in mind, I refute this these are the opinions of local repairers - the condition of the pads/discs go against manufacturers specifications. As for tyres these should be not in a state of deterioration and require replacing after having the vehicle for such a short amount of time. It is clear both the above faults were present at time of purchase.Regarding Apple CarPlay and the parking sensors listed with the vehicle; as I was actively looking at other vehicles prior to purchase - I screenshot the car specifications that were listed to directly compare these against others I was interested in. I sent these screenshots originally to the Sales Advisor at the time after I raised this. As you can see from the advertisement along with the Apple CarPlay and parking sensors missing - folding wing mirrors are also missing from my car. As you can probably appreciate - when you're collecting a new used car, the most important thing is to ensure the car was mechanically sound as per the brake issue, along with the cosmetic issues I raised were dealt with. As you can probably appreciate; ensuring that the small details of the specification wasn't important for me to check on the forecourt prior to driving away. You also mention that you would of expected me to have this conversation with the Sales Advisor and raise this, however this is exactly what I did - however I was constantly fobbed off and not taken seriously hence me escalating this with Mercedes directly. I've attached the advert to this e-mail for your reference.You mention that you would like my car collected and for your service department to confirm that you are happy it was sold to me to Mercedes standards? May I ask how you can be so confident and come to this conclusion when you haven't even inspected the mechanical issues?I also appreciate your offer of a courtesy car too which is something I'd like to accept as I require a car to get to work. Along with the car being collected and a courtesy being given to me, would you be able to collect the hire car and deliver my car back to me once you have finished with it please? If so, when would you be able to arrange this please?Kind regards,NikkNikk WaldenCustomer Service ManagerAir OperationsBA Cityflyer Ltd,City Aviation HouseRoyal DocksLondon E16 2PBwww.britishairways.com________________________________________From: Lloyd SpencerSent: 26 November 2025 11:50 AMTo: Nicholas Walden; cdean@lookers.co.uk; Vehicle ComplaintsSubject: RE: Ongoing complaint - GN21WJCCAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe.Mr Walden,Thank you for your in-depth email regarding the issues you have had. I would like to apologise that your purchase has not been the experience you have hoped for and one I would like to deliver.Our cars are subject to Mercedes Benz standards and the issues you have highlighted were not reported to us by the service department at the time of the check. I appreciate sometimes we may not get things right 100% of the time but I assure you if we have failed to achieve the standards i will certainly do all I can to correct them.I have requested the used car report for the brake pads and discs measurements. If they were at the required limits, there may be little I can do to help. They are used parts; it would come under an opinion of other repairers as to what they would advise needs to be changed, however if they were under the limits then I will get these changed.Regarding the features being displayed Apple car play and parking sensors, the website may well pre-populate standard items depending on the model. Without proof these were displayed, I am unable to comment. The looker’s website will stipulate that we will always do our best to ensure the information provided is accurate but to check with us if there is anything you are unsure of. When you collect the car, you will have the opportunity to check the car over and ensure it is satisfactory. If it’s not, I would have expected to have this conversation, and we could correct any wrongs and found a more suitable vehicle.What I would propose at this stage is mechanically we investigate your concerns, our service department can look at this vehicle and confirm we are happy it was sold to Mercedes Benz standards; I could have your car collected and issue you with a courtesy car.Please let me know if you are happy with the proposed next steps.Many ThanksLloyd SpencerUsed Car ManagerMercedes-Benz of Tonbridge19 Vale Rise | Tonbridge | TN9 1TBT: 01732 771 761lookers.co.uk/mercedes-benzFrom: Nicholas WaldenSent: 24 November 2025 20:57To: Lloyd Spencer; cdean@lookers.co.uk; Vehicle ComplaintsSubject: Ongoing complaint - GN21WJCExternal Sender: Confirm legitimacy before acting.Hi Lloyd,Thank you for getting in contact regarding my recent vehicle purchase from Mercedes Tonbridge where I took delivery on 26th September 2025.This complaint has been ongoing and has remained entirely unresolved since I’ve raised this with both the Sales Advisor, Mercedes Benz directly and my finance company the day after delivery. To summarise my complaint fully please see the below points that I have raised:• Upon my test drive prior to purchase, the brakes were squeaking and sounded like metal grinding and a judding sensation. I raised this upon return to the dealership who advised the car would go into the workshop and this would be fully rectified prior to delivery, to which I have e-mail confirmation to confirm. I was told by the Sales Advisor that the car has been seen the workshop and no faults were found; the discs exceeded the required thickness and the brake pads are within manufacturers guidelines. The vehicle has been inspected twice by two independent garages; who have advised that the forward brake discs need replacing as matter of urgency along with all four (front and rear) brake pads. The front brake discs are well below manufacturers guidelines, to which I have been advised that this should of very quickly of been picked up even by a visual check. With this in mind, are you able to provide me with documentation from the workshop/and or from the vehicles history to confirm that the brakes were actually checked by your Tonbridge workshop prior to delivery – as I am aware that all work carried out, especially considering raising serious concerns such as brakes, would have a full audit trail. I would kindly ask to have a copy of this please.• The two independent inspections have also noted that the two rear tyres require replacing as they’re ‘disintegrating’, which I was originally unaware of.• The engine start/stop wasn’t working at the time of the test drive and I was told this was due to the vehicle not being driven and this issue would rectify once the car has been driven more and the battery had an opportunity to charge fully. I raised this explicitly with the Sales Advisor as a concern as I had the same issue with my previous Mercedes A Class. The car went into Mercedes under warranty time and time again, and I was told no fault could be found; as soon as my car went out of warranty Mercedes Benz advised me that I required a new battery, which I had to pay for – and I am very keen to avoid the same issue. The fault is still seldom present where the start/stop occasionally works so the issue remains. I have e-mail confirmation to confirm this.• Upon test drive the car was certainly not in the correct state to be test driven and presented to a potential customer. The alloy wheels were scuffed, there was multiple severe staining on the seats and the car needed a full valet – to which I was told a specialist would take the stains out the seats, and upon delivery the car will receive a full valet and detailing. I have once again email correspondence to confirm this. As you would of seen from the evidence I have provided the day after delivery to the Sales Advisor, Mercedes Benz and the finance company – this has clearly not been done. Most of which were details that I noticed once I got home; such as filth between seatbelts etc. It’s certainly not the standard you expect when you take delivery of a car, let alone a car purchased from a Mercedes dealership. In fact, I’d go as far to say I’ve kept the vehicle far cleaner than it was when I took delivery.• Apple CarPlay was listed as being with the car, however upon delivery this isn’t the case. I have a screenshot from the Mercedes used website confirming this, which I have forwarded over to the head office team. The vehicle does not have this functionality.• Forward and rear parking sensors were listed on the Mercedes used website where I found/sourced the car. Test driving the car along the main A-road close the dealership didn’t give me the opportunity to notice that this main feature was missing. Once again, this was listed as being included in the cars specification. I have once again screenshots this functionality which was advertised would come with the car which was listed on the Mercedes used website. When I raised this with the Sales Advisor; I have been forwarded over the advertisement from your own Lookers website – which completely does not match with information on the Mercedes used website. However I did not view the vehicle on your own website prior to purchase as this is not where I saw the vehicle was available for sale.• I have raised the above concerns repeatedly, may I ask why it has taken so long for this to passed over to a manager for the points/complaint to be addressed, especially considering I have repeatedly asked for this to be escalated.As you can see from the above; I have really had an extremely poor experience with Mercedes Benz and I have lost faith with the brand, the vehicle I’m currently driving, and the £20,000 investment that I’ve made. As you may see from my purchase history, this is also my third Mercedes Benz vehicle. You ask what you can do to help resolve my complaint; however I really don’t know what can be done here to re-gain my trust and to deal with the issues I’ve highlighted. I’m just extremely, extremely, extremely unhappy with the above – and how all of this has been handled too.Kind regards,NikkNikk WaldenCustomer Service ManagerAir OperationsBA Cityfyer Ltd,City Aviation HouseRoyal DocksLondon E16 2PBwww.britishairways.com

Hi I recently spoke (thursday 27th) to a very nice Lady in your complaints department who was very comforting and helpfull. This was regarding a new complaint about the vehicle i had purchased which has multiple inherent faults.When purchasing the vehicle i was lied to about the fact it had only 1 key and the purchse was made under false pretenses. This then took months of terrible customer service with lots more lies (all documented in emails) to resolve. I Nearly returned the vehicle but as i had spent so long finding the right car i reluctantly kept it as i was reassured that my right to return would remain until this was resolved. This was after an excessive amout of time and effort from myself having to contact the dealership and continually come up with solutions. Looking back the traetment i recieved was shockingly bad and quite disrespecrfull. I was made to feel as if i was some.how responsible for the issue of the lie ans also would still be waiting for the new key now as it was like they just wanted to ignore it and somehow hoped it would just go away and sort itself out. I placed a complaint with you ref.82457799Which afte several calls to the complaints team asking for someone from lookers head office to contact me (which they didnt) i finaly got the new key on the 15th september. I had to take a day out of my time which was inconvenient to take the car in to have programmed. And you closed the case. However this was not resolved until the 24th October when i finally recieved the blade part of the Key, which is an excessive amount of time to resove the fault. In all this time i was unable to use the car as i was advised by citizens advice and the motoring ombudsman that if i am returning the vehicle i should not use it. This meant i had a new car  for a month without being able to drive it. I think that is a massive inconvenience and the first attempt you had to fix a fault was excessive.Also the new issue is that on 28th October, 4 days after the key was resolved a potentially fatal fault occured where the car just slowed to a halt on the motorway and i was unable drive it. It was only lucky i was near a slip road and could stop in a relatively safe spot. If this had been a smart motorway at a busy period it could have been very bad. If i had my children in the car and this happened i dont want to think about wjat could happen. I contacted the dealership but was without rhe car again for 2 weeks until it could be looked at. This was the gearbox had lost communication. Some kind of electrical fault. This was reset amd software programmed, but still uncertain if this will resolve it. So a second fault which took a long time to resolve at my incovenience havi g to get the car to the dealership.Only then a week layer after this was resolved the windows stopped working, another electrical fault. I immediatly contacred.the dealership to book it in where it would be 3 weeks wait to get it in with a courtesy car. I immediatly contacted the salesman and service guy, but was ignored for 5 days when after looking at your policy and the consumer rights act dcided enough was enough as all the inconvwnience and multiple inherant issues (there are a couple of other smaller issues aswell which i have informed the dealership of)warrents a replacement or refund.Since then i am still being ignored or passed around the departments.I feel the whole point of my request is being ignored and im being passed over to other departments as if they hope it will just go away. This is quite frankly the worst purchase experience i have ever had.I do not trust vehicle anymore and am really not happy having to be tied to the dealership with this vehicle.I have all the correspondants to show these issues. I feel now this has gone on for to long and is such an inconvenience that i want the right to finally reject the vehicle.Could someone from your head office contact me please as the dealership does not seem to want to duscuss this in a suitable manner.If this carrys on then i will have no choice but to involve the ombudsman and persue a legal claim. Regards JamesSent from my Galaxy

Thank you for getting in contact regarding my recent vehicle purchase from Mercedes Tonbridge where I took delivery on 26th September 2025.This complaint has been ongoing and has remained entirely unresolved since I’ve raised this with both the Sales Advisor, Mercedes Benz directly and my finance company the day after delivery. To summarise my complaint fully please see the below points that I have raised:- Upon my test drive prior to purchase, the brakes were squeaking and sounded like metal grinding and a judding sensation. I raised this upon return to the dealership who advised the car would go into the workshop and this would be fully rectified prior to delivery, to which I have e-mail confirmation to confirm. I was told by the Sales Advisor that the car has been seen the workshop and no faults were found; the discs exceeded the required thickness and the brake pads are within manufacturers guidelines. The vehicle has been inspected twice by two independent garages; who have advised that the forward brake discs need replacing as matter of urgency along with all four (front and rear) brake pads. The front brake discs are well below manufacturers guidelines, to which I have been advised that this should of very quickly of been picked up even by a visual check. With this in mind, are you able to provide me with documentation from the workshop/and or from the vehicles history to confirm that the brakes were actually checked by your Tonbridge workshop prior to delivery – as I am aware that all work carried out, especially considering raising serious concerns such as brakes, would have a full audit trail. I would kindly ask to have a copy of this please.- The two independent inspections have also noted that the two rear tyres require replacing as they’re ‘disintegrating’, which I was originally unaware of.- The engine start/stop wasn’t working at the time of the test drive and I was told this was due to the vehicle not being driven and this issue would rectify once the car has been driven more and the battery had an opportunity to charge fully. I raised this explicitly with the Sales Advisor as a concern as I had the same issue with my previous Mercedes A Class. The car went into Mercedes under warranty time and time again, and I was told no fault could be found; as soon as my car went out of warranty Mercedes Benz advised me that I required a new battery, which I had to pay for – and I am very keen to avoid the same issue. The fault is still seldom present where the start/stop occasionally works so the issue remains. I have e-mail confirmation to confirm this.- Upon test drive the car was certainly not in the correct state to be test driven and presented to a potential customer. The alloy wheels were scuffed, there was multiple severe staining on the seats and the car needed a full valet – to which I was told a specialist would take the stains out the seats, and upon delivery the car will receive a full valet and detailing. I have once again email correspondence to confirm this. As you would of seen from the evidence I have provided the day after delivery to the Sales Advisor, Mercedes Benz and the finance company – this has clearly not been done. Most of which were details that I noticed once I got home; such as filth between seatbelts etc. It’s certainly not the standard you expect when you take delivery of a car, let alone a car purchased from a Mercedes dealership. In fact, I’d go as far to say I’ve kept the vehicle far cleaner than it was when I took delivery.- Apple CarPlay was listed as being with the car, however upon delivery this isn’t the case. I have a screenshot from the Mercedes used website confirming this, which I have forwarded over to the head office team. The vehicle does not have this functionality.- Forward and rear parking sensors were listed on the Mercedes used website where I found/sourced the car. Test driving the car along the main A-road close the dealership didn’t give me the opportunity to notice that this main feature was missing. Once again, this was listed as being included in the cars specification. I have once again screenshots this functionality which was advertised would come with the car which was listed on the Mercedes used website. When I raised this with the Sales Advisor; I have been forwarded over the advertisement from your own Lookers website – which completely does not match with information on the Mercedes used website. However I did not view the vehicle on your own website prior to purchase as this is not where I saw the vehicle was available for sale.- I have raised the above concerns repeatedly, may I ask why it has taken so long for this to passed over to a manager for the points/complaint to be addressed, especially considering I have repeatedly asked for this to be escalated.As you can see from the above; I have really had an extremely poor experience with Mercedes Benz and I have lost faith with the brand, the vehicle I’m currently driving, and the £20,000 investment that I’ve made. As you may see from my purchase history, this is also my third Mercedes Benz vehicle. You ask what you can do to help resolve my complaint; however I really don’t know what can be done here to re-gain my trust and to deal with the issues I’ve highlighted. I’m just extremely, extremely, extremely unhappy with the above – and how all of this has been handled too.

Please can you provide an email address for your accounts receivable team.Thank you.

Poor trade in offer for my car

I have raised a ticket no 83560150 and have had no response