"Best Service Department Ever"
I owned an S4 before I bought my E350 and I got rid of it because the Service Departments at the closest five dealerships were horrible considering Audi of America is headquartered in Michigan. Mercedes of Ann Arbor makes me want to buy another Benz from them and Ryan will be the Sales Consultant I purchase from. I now buy my vehicles based on the Service Department and Shawn Durham is the best Service Consultant ever.
"Lacks attention to detail; Truly poor customer service"
- Julie German-Murrey
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 wasn't 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 it's 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 I'm convinced that they were hoping that I'd give up and not actually get it repaired. The communication from our salesperson was poor and it was always reactive, never proactive.
Also, we couldn't activate the Mbrace account because it hadn't been deactivated by the previous owner's and the dealership didn't 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 didn't 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 he'd 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, I'm 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.