Job done.

During the recent Loyalty Exchange weekend event we decided to upgrade our GLE 250d to a new GLE 400d. We were guided through every step of the purchase process by Ed Rushton who was knowledgeable and friendly, a pleasure to deal with him (Thanks-Ed!). We have been customers of Mercedes Benz Maidstone for around 3 years having switched to MB after some 25 years of driving Range Rover exclusively. The decision to remain with the marque was easy as we have been impressed by the servicing team as well as the sales team.

Where do I start.. We have owned a Smart car under Maidstone, Lookers for just under 4 years now, a few weeks back we experienced our ever serious issue with our vehicle. Without going into too much detail, the key got stuck in the ignition, the car would not turn off and we couldn't get the key out for love nor money. We phoned Smart, Maidstone in the first instance to which their reply was as you had a recent service elsewhere we can't help you. It was then left down to us to sort out the vehicle which took hours. We called AA out who confirmed it would need to be looked at and repaired by Smart. We then spent hours on the phone to Smart repairs explaining our issue to be fobbed off to different departments and no one seemed to know where to pass us next. We ended up driving the faulty vehicle to the Smart garage and leaving it on the forecourt, too worried the cars battery would soon die. This was 8 days ago, to date they still have it in their workshop, the part hasn't arrived and they cannot give a date as to when we will have the vehicle back, with no hire or loan car given to us for this duration as apparently they don't have any and do not give them out unless they are booked in advance. We then had to hire a car at a cost of £160 just for a weekend. The service and customer support has been absolutely disgusting, even speaking with Andy the Aftersales Manager who has continuously fobbed me off with unreasonable excuses. As a customer of almost 4 years to receive this sort of service is beyond me. They were more than happy to take our money but when push comes to shove they don't want to know.

Where do I start..... Throughout the sales process all appeared fine. They convinced me to get the paint and seat protection and assured me it would protect my paint and seats throughout the duration of my finance. Fast forward 3 years... Took the car in for regular service. Upon getting the car back discover now a massive patch of paint missing from my bumper !!! Tried TEN TIMES!! To get hold of the service manager to discuss the matter. Just to be constantly told he would ring me back urgently. Enough is enough I then had to drive the 45 minute back to the dealership to discuss the matter. I finally managed to speak with the service manager who just tried to pass liability on to me and insist the damage was due to stone chips. Quite simply the damage wasn’t there before hand..... they finish with the car and then all of a sudden it is there !! After a long battle with the service manager they finally agree that the body shop will contact me to organise a repair! I’m yet to receive this phone call and no doubt will have to drive 45 minutes again back just to fight to get seen! Absolutely disgusting service from this dealership!! Please do me a favour and just don’t take your car here!! Go to Dartford, go to Ashford just don’t go here.!!

I just bought a nice car, they fixed any minor scratches (since it was a second-hand car) I have seen on the spot within 10 minutes and the service is outstanding. Customer service is great and I was in great hands with the sales employee Rummy who is really lovely and was really informative and honest. Would recommend this place.

Tried to buy an expensive used from here, there were delays, misunderstandings and lies, ended up cancelling

I was a little reluctant to change my car during lockdown due to the limitations with regard to no test drives and not being able to have a good look around the cars that I might have been interested in. However, based on the previous experience I have had with the car sales department at this dealership I was confident they would look after me and I wasn't disappointed. I am delighted with my new car and would like to thank everyone involved in preparation and hand over process.

My experience with this main line dealer was disgusting, I took my car in as I had a leak in the roof, I knew what the problem was as I had taken it to a mercedes franchise, After having my car for two weeks and no work started due to staff self isolating I was then told that the work had commenced on my car on the tuesday, only to find out on the friday that the member of staff and had lied to me and they hadn't even started work on the car, after speaking with the service manager he eventually got the work started and I eventually got it back three weeks later. He also informed me that the cost had gone up but I refused to pay as I had already agreed a price, I feel this was not wear and tear and after speaking with their head office in Milton Keynes who are just as bad I am now taking it up with the board of directors to get my money back.