Lack of friendliness, no smiles, poor greeting when pulling into service. I've come here once before and felt like a second class citizen. First impressions are never repeated. Subsequently, one year later, I try to give this particular MB Dealer a second chance. I must say, this experience was worse than the first. Unfriendliness, no proper greeting, wasn't informed where the waiting room was, and car did not get washed (I had to ask for it.....Maybe because the service for which I came in was only going to take 15min, but that shouldn't matter). I've owned my ML350 for 5 years. I'll never return to this service center nor dealership ever again. They are totally substandard to the Novi dealership and service center. I've always received superior service at Novi MB, as well as have sent my sister there to purchase her MB there a year ago. Good luck with improving your customer service, it's totally needed.