I purchased a “Lookers Approved Used” Mercedes from Lookers Maidstone in December 2023, having been told the vehicle’s service history was available online. I later discovered this was not the case when looking to sell the vehicle. Despite asking directly how to access the history, I was explicitly told it was complete. It turns out it's missing 4 of the 5 years' service record, definitely not a car I'd have purchased as approved used (and paid a premium) had I have known. Lookers’ own website clearly states that all “Approved Used” cars come with access to the full service history — yet the vehicle I was sold did not. Their response since has been dismissive, attempting to differentiate between “Mercedes Approved Used” and “Lookers Approved Used,” even though that distinction was never made clear during the sale. To make matters worse, the car was purchased with an AdBlue leak into the sound system (later admitted and repaired) and an expired tyre inflation kit. These are not the standards you expect from an “approved” vehicle. When I raised my concerns, communication was contradictory, and unhelpful. One representative even confirmed the service history “would be in the car,” proving that Lookers themselves believed it should have been there. The entire experience has been stressful and disappointing. What was advertised as a properly checked, well-maintained vehicle turned out to be neither. I am now escalating my complaint to Lookers Head Office, the Motor Ombudsman, and the Financial Conduct Authority due to the misleading advertising and poor handling of the issue. Buyers should be very cautious and make sure any claims about service history or “Approved” standards are fully verified before purchasing.

I had an excellent experience getting my new vehicle from Mercedes, thanks to the outstanding service provided by Richard Rapley. He was professional, approachable, and genuinely attentive throughout the whole process. Richard took the time to understand my needs, guided me through all the options with great knowledge, and made the entire experience smooth and enjoyable. His friendly and transparent approach gave me complete confidence in my purchase, and I couldn’t be happier with both the car and the service received.

I would just like to say a massive thank you to everyone for the excellent service i have received so far. Service department and workshop have gone above and beyond for me. amazing team i would recommend them all day long.

Received really good service from Richard when purchasing our new car

I recently purchased an EQA at Mercedes Maidstone and was taken through the process by Ola Mustaphe. The advice and service I received was excellent and he guided me through all the options. Hand over of my new car was as planned and I even got it a couple of days early which I was very pleased about. I would highly recommend Ola as the person to guide you through purchasing a new car. Very happy with the service overall.

In the last two months I had a problem with my car year 22, I took it to Mercedes Ashford to fix the problem; they took my car and according to them it was fixed, the same day I collected the car, I experienced another problem whilst I was still in their car park; I called them they took the car back to the workshop, for more than an hour, I was waiting and fixed. I collected my car, the next day I sent it back to Ashford for another problem, few day later another problem. I changed the garage to Mercedes Maidstone for same issues, within days, I sent it three, or four times, when I asked to see the Manager to understand what was going on they refused to let me talk to the manager though you could see him with no customer in his office. One staff appeared as Assistant Manager, very rude, bulling, unprofessional, no compassion, no support, lack of communication. As this was not enough, when I went few days ago to pick up my car again for the same issues, this so called Assistant manager told me, after being very rude that If I do not want this car anymore I should return it to Mercedes via finance agreement, and if I cannot understand they can draw it for me; Then he turned around, treated me with his back and back to his office, I was standing there looking like a fool, speechless without my car keys, insisted quietly to have my car keys back. My car was so dirty in return

Very smooth transaction from start to finish special thanks to Richard and Matt for all their help great team at Maidstone

Ola rendered a great service to me. He was instrumental in my buying of the new car instead of the fairly used car. He was very professional and honest; took time to explain why going for the 24 Reg is a better deal. I am really satisfied and happy that I did. Thank you Ola.