Lookers - Mercedes-Benz of Maidstone Avis 227

Poor communication, booked as a wait service told 2 hours, still waiting for car 4 hours later. Not the only one here with complaints!

Excellent service and customer relations.

Booked a sit & wait appointment for my service - I was told it would take 2 hours upon booking, my appointment was at 9am, I had a call the day prior to remind me of the appointment - they altered the time to 8.30am so I could get in before the 9am slots.
Once I checked in I was told two hours again, in total I waited 3 hours & 45minutes for my car to be completed.

Upon asking how long my car would be at 11am I was told it was just being washed.

I asked again at 11.30am to be told it was just being washed.

I left the dealership at 12.15pm!

Nobody seemed bothered I had waited that amount of time nor did I get an apology.

For a premium brand I did not get a premium service. I cannot wait to sell my Mercedes & go back to VW.

Ed was very helpful from start to finish with the whole process. Really pleased with my new A-Class. From my first enquiry to the final handover, everything was very well executed. Thank you to Ed and all at Mercedes-Benz Maidstone for helping me with my purchase.

Amazing service and I would like to personally thank Ed Rushton for making the whole process very smooth.

Service booked....first one....was a pick up booking...text sent informing me of the courtesy car ....call back to rebook the pick up that I had booked ...text sent confirming the day....leave booked from work....call to see where they were...oh we have you down for 2 days later ....then sort out your systems ....they and you are failing your customers...much better customer service from the small garage round the corner !!! If only I could use them!

I would have loved to give a better rating but my experience has been very average. Bought a car, and had it delivered, and was promised 2 things, wheels pressures were off compared to required standards, and several scratches that were promised to be dealt with before delivery, and they were completely ignored. What is more, the sales rep gave assurances that these will be taken care of and upon bringing it up post sales, he apologised for missing them, but never during the sales process was he interested to have a look at the scratches I was refering to. Foolish of me for not pushing more, but first time car owner so I trusted his judgement. Just the lack of attention to detail is what my main complaint is and this leaves a sour taste which definitely makes me look somewhere else in the future

We have 4 Mercedes in our family and all get serviced by Lookers of Maidstone the work they do is always first class
Would never go anywhere else
MF

Bad customer service. My car wasn’t cleaned even I had agreed for it to be washed when asked. I was told car was ready to be picked up only to get there and found the car wasn’t washed or cleaned. Had to wait behind for it to be cleaned. Experience the previous year was bad too. I raised it with the service manager.

Annual service required. Overall experience was pretty positive. All staff were very polite. Video feedback of car examination very good with a clear explanation of required works that needed to be undertaken and a clear price breakdown. Comms' very good.
Only negative point was that we were asked if we would like the car to be cleaned, yes was our reply but on collection of vehicle found that it hadn't been cleaned. Why ask in the first place?

Very efficient. Just a small point about communication. When I made the appointment for the service I was asked if I’d like to wait or have a courtesy car. I asked how long I’d have to wait and the lady said about an hour if they don’t wash the car etc which was fine by me as it would be during my work lunchtime. I booked the car in at 12:05, confirmed I’d be waiting for the car and didn’t want it washed. I only left the service department at 3pm after having to chase to see how far they were. So the experience would have been great if you didn’t eat into my work time as a result of which I missed a 2pm meeting.

Great experience at Merc Maidstone again.

Standard service booked with Courtesy car but courtesy car had not come back from previous customer. Sathyajit Menon (Jai) truly went beyond the extra mile to find a work-around solution.

Thanks again - you're an asset to Mercedes :)

Great customer service from Rihanna! We were looking for a nearly new GLC and knew she would find us one! Fabulous communication all the way through the sales process, very knowledgeable and no pushy sales tactics! Picked me and my daughter up from the station on collection day. Girl power at its finest, I worked in sales for many years and she was first class!

Went above and beyond to get me a good deal on the vehicle I wanted. Great communication from start to finish .

Very helpful and explained what needed addressing

The service was carried out to a satisfactory level. I liked the video feedback of what had been checked on the car and that's where it ends for likes.
However, the customer service received during my visit was very poor. I was asked if there was anything particular which I would like them to check during the service, I mentioned that the front screen wipers which came with the car brand new and was just 1year old was making squeaky noises during light rain. I was then asked if I would like them changed, I said can they take a look to correct it, but if it needs changing to proceed. I was not informed at the time this would incur a further charge or what the charge was going to be so I can approve it, we have a service plan in place - which is not cheap with the aim of being able to service the car without unknown additional cost, by in mind this was 1st year service for a new car purchased in 2024. Got back to pick up the car, and got a surprise charge of £55 for the wipers! If I had known they were just going to change the wipers and then charge me I would have changed them myself for less than half the price.
The overall customer service on the day was really poor, from the extra charge to waiting more than 45mins to pick up the car keys so we could leave, after I had been informed the service was done and to come in to pick up the car.
First time of owning a Mercedes, and from the service experienced both on this day and on the day of actually ordering the car, I am considering returning to my trusted Volvo - great car with great customer service.

Went in for a MOT and a service. Unexpected work needed to be done during the service and it had to be kept overnight. But I was informed every step and although it was frustrating, it was good to know that my car was in safe hands and came back to me fully serviced and shiny clean.

Serviced and returned on time, nicely washed and valeted.

William Griffiths the best as usual - this is my third car from him .
Ravinder Sidhu very nice and kind salesman .
The whole team are great - including service department !
Strongly recommend this place - I come there from London because the team are very professional and no stress !

Rhianna at the Maidstone Branch was excellent. Love my new car and thank you for being so caring and efficient.