Mercedes-Benz of Ann Arbor - Service Center

Excellent service experience I would like to commend Dan Wilson, service manager, for going above and beyond my expectations in handling a problem I recently had with my Mercedes. I would like to commend Dan Wilson, service manager, for going above and beyond my expectations in handling a problem I recently had with my Mercedes. He saw that my problem was solved promptly, was very professional, and returned my calls in a timely manner. He made my service experience a pleasant, hassle-free one. Dan is an excellent addition to the Mercedes service department, as he truly aims to make customers happy. More

Customer Focus I appreciate the customer focus Shawn Durham continually demonstrates whenever anyone from my household shows up in the service department. Cars are I appreciate the customer focus Shawn Durham continually demonstrates whenever anyone from my household shows up in the service department. Cars are purchased all the time. People go back to specific cars and specific dealerships based on personal interactions, especially in the Service Department. Mercedes is fortunate to have Shawn Durham as the face of their organization! More

Shawn Durham - Top 2 service advisors I have ever dealt with I currently own 2 GM vehicles, 1 Chrysler, 1 Mercedes, and until very recently owned a BMW. I have dealt with dealerships and service centers from all I currently own 2 GM vehicles, 1 Chrysler, 1 Mercedes, and until very recently owned a BMW. I have dealt with dealerships and service centers from all these companies and am disappointed to say that service at dealerships is at the worst its ever been all around. I had my BMW for 8 years, went to the same dealership for all 8 years, and could not have been happier with the service there. I have serviced my Mercedes at the Ann Arbor dealership since i bought it there 3-4 years ago. I thought the service experience was mediocre at best until I was recently recommended to Shawn. I feel that the number 1 asset of any good service advisor is communication. Prompt, honest, and timely communication to be exact. Shawn exhibited all these traits from the first moment I reached out to him. I exchanged a series of 9-10 emails with Shawn in a matter of hours. That is much more than I can say for any other service advisor that either does not respond to email or says they will call me back and call back two days later or not at all. Shawn went above and beyond to research my warranty information and try to get my situation handled. He was honest in that respect and exceeded expectations. He answered all questions presented in a very timely manner and with precise information. My service was scheduled very promptly and the car was done much earlier than I expected. Apart from all this Shawn was very personable and polite. These traits are also very important to me as a customer. I don't have to spend money at a certain dealership, I choose to do so. I expect to have a good experience when I choose to spend money for a service and that is not simply about the car being worked on properly. It all starts with the service advisor. I feel that Shawn is one of few people who understand this and he really exceeded all expectations. This is by far the best service experience I have had with this dealership and I will continue to request Shawn as my service advisor. I also intend to recommend every person with a Mercedes to Shawn in the future. J.H. More

Shawn Durham a gem of customer service I don't know where to start. 10 yrs ago the service did not represent what the Mercedes was known to be, reliable and detailed but with Shawn Durham o I don't know where to start. 10 yrs ago the service did not represent what the Mercedes was known to be, reliable and detailed but with Shawn Durham on board Mercedes got their 5 star back. Shawn is so wonderful in customer service. He turned this dealer, in my opinion a dealer where I feel I can trust. He takes care of my car as if it is his own. I leave the car and I know that I can get the best consultation from him. Our driver is Gary Allen and hIs patient and kindness is to be noted More

Great service The guys were very friendly and Shawn Durham do a great job with myself and my wife we were pleased with the service and we come back . The guys were very friendly and Shawn Durham do a great job with myself and my wife we were pleased with the service and we come back . More

I brought my GL450 in for service and received a fairly new Mercedes GLK as loaner. When I returned it 2 days later, Larry pointed out that the rear Mercedes logo was vandalized (the circle was missing lea new Mercedes GLK as loaner. When I returned it 2 days later, Larry pointed out that the rear Mercedes logo was vandalized (the circle was missing leaving the star intact). I was shocked to see that and yet speechless as I am responsible for the loaner car when I signed the loaner agreement. My wife always park at the same UM garage and we parked the SUV in our garage overnight. We never have any vandalism to our own Mercedes before. I admitted I did not pay attention to the rear logo when I drove off with the loaner 2 days ago. But Larry just took a good look at the logo and me and said there is no problem and he will take care of it. I am happy that Larry believe me. My own Mercedes was repaired, cleaned, light bulb changed (free) and ready for me. I am a very happy customer. Thanks Larry and Mark. More

Man oh man, where to begin. Wanted to get my E55 AMG Man oh man, where to begin. Wanted to get my E55 AMG aligned after I had just bought a set of new tires from Discount Tire. Called the dealer Man oh man, where to begin. Wanted to get my E55 AMG aligned after I had just bought a set of new tires from Discount Tire. Called the dealer to set up an appointment. They said they had time that day to do it. I specifically asked if they had a loaner because I had a lunch date. They said they did. Told them I'd be there in 15 minutes and to have it ready for me. Arrive there to drop my car off, they didn't have any loaner vehicles available for me. Luckily I was able to get a ride so no big deal. I asked Lance approximately how long it would take to get my car done and he said two hours. Went and had lunch, took my sweet time too, got back there three hours later car still wasn't finished. Then I had to wait around another hour before it was done. Needless to say, not the greatest first impression. They had told me that it was pretty far out of whack before and they had to make some adjustments. Went on my merry way. Not two miles from there, I go through an intersection that I've gone through thousands of times and all of the sudden my stability control kicks on and one of my front tires brakes a little bit right in the middle of the corner. Took it on the freeway and now the car wants to jump from lane to lane. I call them back and say that my alignment wasn't right because even with the alignment being so far out of whack before, the car never did that. I set up another appointment and asked them to make sure that they had a loaner for me. Drop it off for the second appointment, they had a loaner which was great. They kept the car all day to make a minor adjustment. When I got back they said that some bolts were in backwards and that was why the car was driving strangely because the caster angle was off. It was off. but only 0.02 degrees which wouldn't make the car jump from lane to lane. I told Lance that I knew this angle doesn't cause what he's describing, but just to humor them, I agreed to have it done. Make a third appointment and leave. As I'm leaving, I noticed that my car now has a clunk from the front suspension it didn't have before. It was very slight so I didn't pay much mind to it. Show up for the third appointment, got a loaner; all went smoothly (dealing with Larry now). They put the bolts in and now the alignment is all in spec. Leave the dealer, car still drives strangely. It drives in a perfectly straight line, but it just wants to jump over a lane with very minor steering input. Needless to say that's not how cars, in general, are supposed to drive. I also noticed that my average MPG from almost a full tank which was at 23 MPG for 320ish miles was now down to 17.8 and they only drove 5 miles. Great, now they're out ragging on my car. It's a fast car so the urge is there to floor it, but if it's not yours DON'T BEAT ON IT! Call them back again and tell them that it really didn't change anything as they promised it would. Bring the car back for a fourth time. Supposedly they checked it all out and everything is fine. Car still doesn't drive right. Bring it back a fifth time, this time I know that they didn't do anything to it other than wash it. Eventually I had a phone conference with the general manager and the service manager. During this phone conference Larry, the service manager, tells me that my car had other worn out parts that were causing the issue. Why the xxxx wasn't I told this before?! Also, if I'm coming back for the same problem over and over again, why didn't they have the technician that was working on my car go for a ride with me so I can, in detail, show him what my car is doing? Instead of doing things the right way, they just made excuses. And instead of trying to right the problem, they just gave me my money back for the alignment; not for the bolt kit that was supposedly going to fix my car. I took my car to the dealer because they're supposed to be the best at working on that line of cars. I couldn't have been more wrong. It sucks that they're the only dealer within 30 minutes of here. I need to have some dealer specific work done (installing a new NAV unit) and now I'm going to have to drive out of my way to get it done. This service department seems to only view its customers as numbers. It seemed to me as though the service advisors acted put out because I only wanted to get an alignment done. Every customer should be treated equally. Just because I wasn't spending big money then doesn't mean I wouldn't in the future. And because of my poor treatment there, I went out of my way to write this review. If you've made it this far, stay away from this dealer for service work unless you ABSOLUTELY have no other choice. There's lots of smaller shops in the Ann Arbor area that work on Mercedes and will do a WAY better job and treat you right. More