Mercedes-Benz of Ann Arbor

A certified pre-owned Mercedes should be perfect when it is sold. Mine was not. The car had problem since day 1, and repeated attempts to fix it resulted in a "oh, we can't find anything wrong with it. I ha is sold. Mine was not. The car had problem since day 1, and repeated attempts to fix it resulted in a "oh, we can't find anything wrong with it. I had to go back and forth for 3 week to get my car fix. Also, I had to prove these people that there is something wrong with car by going to the another mercedes dealership and get a paper work stating what's wrong with the car. That is unacceptable. Finally after 3 weeks, they agreed there is a problem and they SWAPPED MY WHEELS AND TIRES FROM ANOTHER USED E CLASS. That is just a shame, I still don't understand how car actually passed all the certification process. It is clear what the dealer should have done. They should have taken my car back and made it right the first time without me having to deal with these issues over and over again. Any dealer should do this, especially Mercedes Benz. My problems still remains and emailed general manager Bryan, he responded me back other day saying" I have to understand that I bought a used car and he can not satisfy every customer".... By the way he also made my 1st payment and put gas in my car for my satisfaction ... Well that's not what I wanted, I wanted to get my car fixed right. That's all I wanted.I paid 41k for this Certified Pre-owned Mercedes and it's not fair to me and I should get what I paid for it. This was my dream car and I finally got it , but you messed up my dreams Mercedes Benz of Ann Arbor. Thanks a lot. I will never ever buy a car from you ever again and I will make sure I will share my experience with this dealership to everyone I know. More

A certified pre-owned Mercedes should be perfect when it is sold. Mine was not. The car would not start only a few days after I purchased it, and repeated attempts to fix it resulted in a "oh, we can't find is sold. Mine was not. The car would not start only a few days after I purchased it, and repeated attempts to fix it resulted in a "oh, we can't find anything wrong with it." That is either incompetence or indifference. Leaving a buyer of a dealer-certified, premium luxury car in constant worry over whether he will be left stranded with a dead car -- from day one no less --- is unacceptable. This goes without saying. It is clear what the dealer should have done. They should have taken my car back and made it right the first time without me having to deal with these issues over and over again. Any dealer should do this. Mercedes-Benz must do this -- exemplary customer service is supposed to be one of their hallmarks. And as of this post, this issue with my car remains unresolved. On a personal level, I think the people I dealt with were professional and courteous, so it is a bit strange that as an organization this place exhibits the stonewalling behavior I received. It almost seemed like sales finished their job when I signed on the dotted line, and service just did their thing like I was a random guy bringing a car bought from another dealer. But I am not a customer of "sales" one day and "service" another. I paid this place a lot of money for a car, and the after sales experience should reflect that. Simply put, it is the job of the whole dealership to ensure that I get the outstanding luxury car for which Mercedes-Benz is known. The epilogue to this episode is as follows. After receiving the initial email above, MB AA went into reactive mode and tried to take care of the problem. One guy said "this is the first I've heard of the problem," but this misses the point entirely. As I indicated above, I have no issues at all with the people on a personal level, but rather it is the organizational culture that seems to be in place. The dealer needs to make sure that the sale doesn't stop with the guy walking out the door. When he/she comes back within a week, red flags should go off everywhere to make sure the person's issues are addressed. The next dealer I took the car to fixed the problem right the first time. When I called to explain the issue, they said something to the effect of "we may need to do a lot of detective work, so we may need to keep the car a couple days." I like that. As it turns out, the problem was simply the battery. Unbelievable. The service advisor (whose numerous awards on his desk seem well-deserved) saw the battery was over three years old and rightly gauged this as the low hanging fruit. He then mentioned (prior to servicing the car) that testing the battery is not a black and white thing. In particular, it is unreliable to test the battery just after charging (which the AA service tech said was done with my car), but it has to sit quite a while for the battery to go back to its "steady state" mode. As a former engineer, this made perfect sense to me. Sure enough, with what I assume was a more thorough approach to testing, the battery failed the test. As an aside to MB corporate, they should revisit this hard stance on warranty replacement of battery only when their tester indicates failure. As any engineer or mechanic knows, tests are rarely if ever foolproof, so mechanics should be given discretion when their experience and "rules of thumb" indicate something is wrong. As an aside to MB AA, a lot of headache on every side could have been prevented had they simply replaced my battery. And I don't care what their tester said. It was the problem, and they did not find it. Penny wise, pound foolish. More