Mercedes-Benz of Ann Arbor

Reviews 3

TO

Toby B

Ive been fortunate to always have great service experiences with my cars, but Mercedes-Benz of Ann Arbor (MBAA) takes things to another level. My Mercedes-Benz ownership experience actually started out quite negatively: I bought a CPO C-Class from an out-of-state dealer last year, and quickly found that the car had some major flaws, including rusty brakes and bent wheels. It seemed like I was seeing my service advisor at Mercedes-Benz of Ann Arbor, Matt Davis, almost every week. Matt was always available, always friendly and always constructive. He did his best to make the car work for me. Even though I had bought the car at a different dealership, their service coordinator, Beth Chavez, had a loaner ready for me every time, and the service department generally did all it could to make every visit as pleasant as possible. Nevertheless, my attempts to get the out-of-state dealer to cough up for the thousands of dollars in repairs became very frustrating. Eventually, I lost faith in the brand, and decided to take another financial hit and sell the car. As it happened, just minutes after Id agreed a rough deal to buy a new car from another brand, I got a call out of the blue from MBAA. It was their service manager, Dan Wilson. Hed called Mercedes-Benz USA and gone to bat for me: thanks to Dans intervention, MBUSA agreed to help buy back the CPO car, saving me thousands versus trading it in elsewhere, and handing me the opportunity to give Mercedes another shot. Over the next week or so, I had an equally positive experience with MBAAs sales side. Evan Gerhardt was highly informative, never pushy, and created just about the most pleasant all-round sales process one could want from a car dealer. Once we identified a suitable new car, I was able to take it home overnight to test it out and show it to my partner. Suitably sold on the vehicle, we were able to arrive at a very good sales price. Chastened by my previous purchase, I used a big spreadsheet to calculate every single aspect of the deal. Undaunted, Evan and MBAAs finance manager, Lou Kish, were very courteous and patient despite my countless questions. Lou then made sure I got the best-possible financing rate, despite my borderline credit for that tier. I couldnt have asked for a more respectful transaction process. Ive had my new C-Class for over eight months, and its been flawless. Ive only brought the car into the service department for upgrades and, as usual, my experience with the service department has been great. Without Mercedes-Benz of Ann Arbor, I would have had a short, miserable ownership experience that made me never want to drive another Mercedes again. Instead, I had the chance to experience a Mercedes as its supposed to be experienced, and the last eight months with my outstanding 2015 C300 have made me a huge fan of their cars. It actually pained me to have to go elsewhere when I couldnt find a second Mercedes that was the right size for our expected family expansion (can the U.S. please, please get the C-Class Wagon, MBUSA?). Yet, my treatment by Mercedes-Benz of Ann Arbor made me at least want to stick with one of their sister dealerships within the Suburban Collection. And I cant wait to get an E-Class Wagon in a few years time. Thats largely because no dealer has inspired as much brand loyalty in me as Mercedes-Benz of Ann Arbor.

JU

Julie German

Truly poor customer service. Bottom line: attention to detail is poor and does not even come close to what I expect from any reputable dealership, let alone a luxury brand. Long review below. I wasnt impressed with the service from our first visit. Our first trip in was a super cold, January day. We test drove an SUV, and the salesman pulled it around, but did not allow it to warm up before taking us out for the test drive. I KNOW that this seems like a silly thing to complain about, but its a luxury dealership and their attention to detail should be on point. We ended up purchasing a certified 2014 GL. My husband went to pick it up, and when I got in it the next day I noticed that the detail job was not thorough at all and that the gas tank was on empty. Never in my life have I purchased a car, new or pre-owned, and left the dealership with my tank on empty. We knew that there still needed to be a repair to the rear entertainment system. I contacted our salesperson multiple times and it ended up taking SEVEN WEEKS to get the repair scheduled. I got passed around so many times that Im convinced that they were hoping that Id give up and not actually get it repaired. The communication from our salesperson was poor and it was always reactive, never proactive. Also, we couldnt activate the Mbrace account because it hadnt been deactivated by the previous owners and the dealership didnt do what they needed to do before we purchased it. We finally got the repair scheduled and I took my car in this morning (9am). I was hopeful that it would be a seamless process, and it looked good from the beginning. They had a loaner car ready to go and I was quickly on my way. I didnt hear anything from the dealership as the day progressed, and I finally called at 5pm to make sure that they were going to call me when my car was ready. I spoke to the person in charge of my service and he said that hed call. I wasted two hours on that side of town waiting for the phone call, and finally at 7pm I decided to call again. No answer. So, Im assuming that the service department closed and that they needed to keep my car overnight. Not a huge deal, but COMMUNICATE with me. I love my GL, but I will not do business with MB of Ann Arbor again.

VI

Viktoriya Lazarova

They were nice enough. Didnt go out of their way to really help me find a car.. did most of my research on their website and when a car I was interested in came in - I went, test drove it, and put a down-payment that day. I bought a 2014 certified model.. it hadnt been detailed yet, which they warned me about (no problem), but assured me they will detail it before I come back the next day. It was still kind of dirty, but I was too excited to care. A couple of days later I discovered kids toys and trash from the previous owner in a few places in the car. Oh and a penny was/is lodged in the lighter/phone charger port. I havent figured out how to get that out yet. I havent contacted them to bring this to their attention, but it just goes to show their attention to detail. The sales person I dealt with no longer works there. I had ongoing communication with him about a small dent they agreed to fix. He invited me in to get it fixed with their "dent" guy, who I was sent to find in the BMW parking lot next door. This is the most humorous part of it all - he actually looked at me like I was crazy, because the dent is on the bumper, which is plastic, and he was confused as to why I was sent to him, when they know he only works on metal dents. I couldnt help but laugh. I had to go back across the street and was told "oops.. where is the dent again?" They took a photo and told me theyll schedule a time with the body shop but theyre backed up a bit.. again, fine. Im not in a rush. No one has followed up with me about that since. Its been a few months. I still have to go in and get that figured out.. but like with most people, life gets in the way and since they wasted half my day off last time.. Im not exactly looking forward to it. Mostly because I dont think it can be fixed anyway. Again, they are not terrible. Just a bunch of little things that add up and not what I expected from a luxury car dealership.