Lookers Tonbridge Mercedes-Benz

I just cannot believe how a brand like Mercedes Benz (Tonbridge dealership)can give such atrocious customer service and such a negative customer experience. They couldn’t care less about their customer. I bought a car last year which didn’t come as expected as it didn’t have the options and features we were told it would have, and that we’re shown on the Mercedes website and brochure. At that point I was told the car was as it was supposed to be and that it was me in the wrong. After doing some investigation, I found out I was right, they were wrong, and they agreed, but never gave a solution, compensation, or anything at all for their error. This car has been into their service department and has had excessive failures and faults since delivery, but again, they have not take any responsibility for, it or tried to come up with any solution to it. The word lemon springs to mind! After being there so many times we thought we had come to a solution last evening when we found a car that suited our needs and budget and we were told our finance would be settled on the faulty car, if we went for the more expensive model. We took the night to think about it and decided to go for it, and contacted them to agree but, once again, there was a twist. The answer from their manager, Michael, was that the offer made to us yesterday (at 6:30pm) expired last night and was not on the table any more, that we had to pay part of the finance settlement to clear the balance on the faulty car! This manager is not willing to help and he has never been, I also was told by him that he had many other customers have complained to his dealership, about the same missing featured, and that doesn’t matter what I do, and how much I fight I will never get a solution! I don’t think you can ever say anything like that to anybody, as a manager you are there to help and care about your customers but this man couldn’t be more indifferent. We feel completely alone, ignored, and mistreated. We have only been asking for a solution, that doesn’t involve us forking out thousands. Apparently it is impossible for a brand like Mercedes-Benz to deal with their own mistakes and take accountability for them. They can’t look for a solution or way forward, and seemingly don’t care.