Lookers - Mercedes-Benz of Canterbury Avis 158

I have already raised a formal complaint and followed the appropriate internal complaints process. I have engaged directly, provided full details, and received what has been described as your final response. Unfortunately, that process has not resolved the issue.

The position being put to me effectively requires me to take back a vehicle that has experienced repeated engine failure. I do not feel confident that the car is safe or reliable for me to drive, and that is at the heart of this dispute.

This is not a matter of needing to complete another online form, the complaint has already been raised and reviewed. However, we have been unable to reach a resolution, and I have been left without a car during this ongoing dispute. I have also been advised to pursue the matter through the Financial Ombudsman if I remain dissatisfied.

Experience was really smooth Megan was fantastic. She explained the process and kept me updated on progress. Everything was as expected and there were no surprises. Car was cleaned inside and out after it's service and it was all completed in under two hours.

I am extremely disappointed with the service and pricing at Mercedes-Benz of Canterbury regarding my E-Class (KJ17 XXA). The car has a critical AdBlue system failure—a well-documented issue among Mercedes owners—and I have been quoted over £2,700 for the repair.

While the staff are polite, the "start prohibited in 400 miles" message feels like a ransom note for a mechanical failure that is clearly a manufacturing weakness, not a lack of maintenance. I have contacted Mercedes-Benz UK (Case Ref: 20543728) and am waiting for the Advocacy Team to step in.

I expect a premium brand like Mercedes and a local flagship garage like Canterbury to show more goodwill toward a loyal customer. I am currently being asked to pay thousands for a system fault I didn’t cause. I hope the management at Canterbury can work with Mercedes UK to provide a fair resolution before this becomes a formal dispute. Until then, I cannot recommend this garage for fair pricing on out-of-warranty repairs.

Oliver especially was fantastic. I had created a bit of a mess by buying the wrong car but he appeared to effortlessly get it all sorted and get me a better vehicle. Couldn’t recommend him/them high enough.

Sales person was acknowledgable communication was good and delivery efficient

I just wanted to share our wonderful experience at Lookers Canterbury. Over a week ago one Saturday, we decided to pop by Lookers Canterbury with the intention of just browsing. However, we were so impressed with the service that we ended up taking a Mercedes GLC for a test drive.
Thanks to Oliver, the salesperson, and his fantastic help, we came back the following day and agreed to purchase the car. We are now the proud owners of our first Mercedes car and I can safely say it will not be our last

The customer service from Oliver and his team was simply outstanding, and we couldn't be happier with our decision. Thank you for making our car-buying experience so delightful.

Annette Hargreaves

Received excellent service. A fault with the parking sensors was rectified. My vehicle was collected from my home address and returned the same day, only moan it hurt my wallet! James Carter

Efficiency and car felt more positive to drive.

Great car and staff at Lookers, Canterbury.
Superb service from Finnley. He went the extra mile for us - from our intial enquiry to the collection of our new car.
The whole experience went like clockwork.
Thank you, Finnley.
We'd recommend to others who're in the market for a new car.

Although there were initially issues over the availability/delivery of certain parts, the job was eventually carried in two stages to the usual high standard that I have come to expect after well over 40 years as a Mercedes Driver, many of them as a customer of this dealership. Staff are unfailingly pleasant and helpful

Fantastic staff always helpful when I go in
Sorted out my problem

Unfortunately making the decision to buy with Lookers has worked out a disaster so far. We bought a Mercedes B class used from Lookers as cash buyers. We were willing to spend a decent amount of money and wanted a car that would be reliable and were of the thought at the time that Lookers would be a respectable garage and not looking for a quick sale. We was promised that the car would undergo a 112 point check before purchase which give us relief the car would be in good condition and any issues rectified. However just over 2 months of having the car, it began making squealing noises an we had to have the RAC out to check what was wrong. It turned out that 2 of the brake pad covers were missing completely and the other two were in such a rotted condition they had to be removed. The RAC employee told us that this should have been checked and noticed before sale as they do not get into that condition over night or let alone a few months. After contacting lookers back at the end of November I asked for proof that the 112 point check was done and was repeatedly told they would get this to me. I still haven’t received it which leads me to believe it was never actually carried out. I was promised a call last Friday to explain why Lookers won’t be replacing the brake covers but just to follow on the bad customer service, nobody rang Lookers have said they will cover labour but not parts to rectify the situation. To be honest we are really disappointed, given the amount of money we spent and that We believed Lookers to be respectable, I really was thinking we wouldn’t have any issues this early into the purchase. Advice I would give to anyone reading this review is steer clear of Lookers. If you do decide to use Lookers, make sure you get the paperwork when the 112 point check is carried out as peace of mind it actually has been. Poor customer service overall and I’m just hoping now we have no further issues with the car.

Early morning pick up from home by trusted polite friendly Driver
Excellent service informed of fault at each step by phone rectified the problem satisfactorily
Bill paid securely
Car cleaned and brought by the same friendly driver
Thanks for the wonderful service by Lookers of Canterbury

Been using Mercedes Benz of Canterbury for over 30 years. Great, efficient service, and I'm delighted they can now service my electric car.

Very professional from start to finish.Felt very relaxed throughout the process.James Bean did an excellent job.

The staff are always welcoming & professional and theres always a nice atmosphere in there.
I struggle with anxiety & Aaliyah is such a friendly bubbly girl, she kept me updated on the works being carried out with our vehicle and just made the whole process less stressful for me. She's a credit to the team there! Thank you 😊

Will the sales representative was friendly, polite and knowledgeable.

Overall fantastic experience.

Cumplieron el horario y realizaron un servicio fantástico.
Las señoritas de recepción muy atentas y educadas.

It was smooth

Very good to talk to staff and prompt action and resolve the matter.