Mercedes-Benz of Ann Arbor - Service Center

Called, setup an appointment, had my car diagnosed. $8500 worth of repairs required, no problem as I have a 3rd party warranty. Had the RO (Repair Order) sent to the warranty company who replied same d $8500 worth of repairs required, no problem as I have a 3rd party warranty. Had the RO (Repair Order) sent to the warranty company who replied same day, email was transferred to Shannon Richards for part numbers and similar information, no problem. But then Shannon told my warranty company that I declined all repairs and that there's no open RO without ever contacting me to ask! Okay.. Then, applying a modicum of logic, why would a warranty company be contacting you about an RO that was emailed to them if I declined all repairs? Two weeks later, having called and asked for Shannon half a dozen times in order to reopen the RO I've always been sent to voicemail (where I left a message with my name and number) or had a "message left for her" by another staff member and have never been called back. I guess I have to make a new appointment at a different dealership, have my car re-diagnosed, and have them service it. What a waste of time. Exceptionally incompetent service staff. Left the same review on Google. More

I purchased a Mercedes Benz 2015 CLA recently online. Excited to get my vehicle, but still I couldn’t help but notice my left headlight was not in the best of conditions after I had purchased it. Safe to Excited to get my vehicle, but still I couldn’t help but notice my left headlight was not in the best of conditions after I had purchased it. Safe to say I met with Shawn E. Durham in October of 2023 at the Mercedes Benz Auto Mall and he accessed my entire vehicle in little to no time. Identifying every intricate detail regarding not only the damage caused to my headlight but he also brought to my attention that my subframe and steering rack was bent. Now after hearing this I was completely unaware of such repair being needed. But rest assure, he did not fail to meet every need required to repair my car. I received a phone call from him Dec. 6 2023 that my vehicle had received all the listed repairs and that the vehicle had been completed serviced. Shawn is not only an excellent Service Advisor, he’s dependable; You can rely on him to get your job done. More

Service adviser Shannon Richards proved to be unprofessional, uncooperative, rude and unhelpful. She personally advised the extended warranty company to not cover any work because the vehicle is unprofessional, uncooperative, rude and unhelpful. She personally advised the extended warranty company to not cover any work because the vehicle is tainted, she didn't answer to texts asking for repair quotes, she didn't follow up on calls relative to the service status, she didn't assist with vehicle loaner on 3 consecutive separate service visits over a period of almost 3 months, and finally in one instance said she can't provide a date for service when asked for a service appointment. More

2023. .. One year later after the previous bad experience. Service A, oil change. We decided to try a different approach and wait for the car in the dealers .. One year later after the previous bad experience. Service A, oil change. We decided to try a different approach and wait for the car in the dealership. Scheduled the 9 am appointment months in advance, and arrived there 10 min early. We were told that is going to take one and a half to two hours. 10:30am ... the car is still in the parking lot...finally someone drove it into the service area. 11:30 am ... the car is still suspended above ground with the hood open. How much oil is in a car? 12:00 pm. The car disappeared and is probably somewhere for cleaning. 12:30 pm the car is finally brought back to the floor for us to drive it home. Three and half hours, and finally the oil change is complete! NO paperwork to show what was done, whatsoever. NO communication from the service personnel in all this time. The guy (Shawn, same guy from last year ) was very busy browsing the web, while seeing me through the glass as I pace nervously waiting for my car. Guys, I do not work at dealership. I don't have to spend half day there for an oil change. Mercedes-Benz is a high quality brand which should not associate its name with mediocre dealership like this. This is the 5th new car in 7 years and I had better experiences at Ford, Subaru and Chevy dealerships. This a repeat of the same problem I had last year. I will not entrust this team again with my car. I subtracted a star from the previous rating, because this is not random and I see no improvement from last year. I'll spend some time to see if I can get my review to one of the tv stations in the area. I am really disappointed. More

Awful customer service. Absolutely no regard for resolving repeated issues of a long-time Mercedes customer. The GM refuses to return calls and there is absolutely no accoun Absolutely no regard for resolving repeated issues of a long-time Mercedes customer. The GM refuses to return calls and there is absolutely no accountability from anyone at this dealership. They've managed to turn me away from Mercedes after years of loyal ownership. The car is unsafe and unreliable and no reasonable resolutions are willing to be discussed. Avoid at all costs. More

We had our car towed and dropped it off they called us what was wrong and how long it would be. Also that it was covered under the warranty. We came and picked it up 2 days later the staff was so friendl what was wrong and how long it would be. Also that it was covered under the warranty. We came and picked it up 2 days later the staff was so friendly walked us back to the service department and the staff remembered us by name. The staff had the car running and warm and cleaned. The staff told us that we were good to go we didn't owe.mike has great customer service. We will continue to bring our car back to Ann Arbor even though we live in Toledo. Maybe Ann Arbor can train the sales and service department customer service in Toledo. We are very pleased with the performance,customer service and Honesty. Will be doing more business with you. More

I took my car here for all 6 years of graduate school, and they really took care of me. My advisor was Shawn, and he was the best. When I had service appointments, it was always a very open conversation a and they really took care of me. My advisor was Shawn, and he was the best. When I had service appointments, it was always a very open conversation about what needed to be done urgently because it could pose a safety issue, and what could wait. I felt like he understood that yea, I own a Mercedes, but I'm also a student and I had to be practical. He was always very patient in explaining what needed to be done and why, and would work with me to come up with a solution. I also had many small emergencies and mishaps during the 6 years I spent there. There were times I had my car towed to them in the middle of the night. There were also times when a small "correct tire pressure" or "check blah blah" came on, and I brought my car in. If it was a small fix, they sometimes didn't even charge me. They always made sure I was okay, and never left me without a ride or a loaner car. Also, I never waited there for an exorbitant amount of time, so they must be really good at scheduling their customers! I really felt like they were taking care of me as a long-term customer. After I finished graduate school and moved back to Los Angeles, my new advisor in Los Angeles told me that my car was maintained in tip-top condition ;) despite the roads and the snow in Ann Arbor! Thank you to the whole team at Mercedes Benz of Ann Arbor, and especially Shawn, for being so solid on helping me with all my car needs all those years. More

Shawn Durham is the man Intelligent, courteous, proactive, friendly, thoughtful, problem solver, honest.....these are just a few of the words to describe Shawn. Mercedes of A Intelligent, courteous, proactive, friendly, thoughtful, problem solver, honest.....these are just a few of the words to describe Shawn. Mercedes of Ann Arbor has an outstanding employee in Shawn Durham and I would be proud to have him on my team. More