Andrew G

Beware "Approved Used"

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.