Shawn Durham

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

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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

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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

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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

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I have owned several Mercedes in the last 17 years and I have dealt with several service managers.Shawn Durham makes me feel proud to be an Mercedes-Benz owner to me he represents what the Mercedes-Benz log have dealt with several service managers.Shawn Durham makes me feel proud to be an Mercedes-Benz owner to me he represents what the Mercedes-Benz logo is all about ( first class). Very smart and intelligent and full of information dealing with multiple issues outside of service if he cannot solve your problem he will find someone that can he never gives up until you are happy I am very impressed and looking forward to purchasing my next vehicle from Mercedes-Benz Ann arbor More

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Care and Compassion !!! After purchasing a 2007 M. Benz CLK550 convertible from Suburban Toyota of Farmington Hills (Michigan) in late Dec, the check engine light came on aft After purchasing a 2007 M. Benz CLK550 convertible from Suburban Toyota of Farmington Hills (Michigan) in late Dec, the check engine light came on after a week of ownership. The service manager Ryan at the Toyota Dealer told me to take the vehicle into a local M. Benz dealership. I took the car into Mercedes Benz of Ann Arbor and was greeted by Shawn Durham who was just Outstanding..Although repairs came to $6000.00, Shawn went out of his way to explain in detail the repairs that needed to be addressed right away. After contacting the Toyota store where the vehicle was purchased Cody the sales manager suggested we trade the vehicle in rather then help with the cost of repairs. Shawn also with the help of Beth in the car rental dept, put in in a new vehicle during the entire time my vehicle was in service . Five stars Shawn and Beth for the CARE AND COMPASSION, this is the meaning of customer service...Be Forever blessed. Luther More

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Exelence in service and beyond I have an old Mercedes with a crazy diagnostic and stop running. I took the car on a flat bed trailer and drop in for service. Shawn Durham helped me I have an old Mercedes with a crazy diagnostic and stop running. I took the car on a flat bed trailer and drop in for service. Shawn Durham helped me making room for the car without an appointment and even to park it (did I mentioned that he had to push the car becaus was not running?) I have not enough words to express my gratitude. Thanks Mercedes Benz of Ann Arbor and (even more) thanks to Shawn. More

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Renewed lease Moved to Ann Arbor a year ago, and have leased a new M-B every 3 years over the last 7 US cities in which I've lived. This last was year 3 with my pr Moved to Ann Arbor a year ago, and have leased a new M-B every 3 years over the last 7 US cities in which I've lived. This last was year 3 with my previous vehicle; over that time, Dan Wilson and his service staff (esp. Beth and Bryan) were consistently professional and engaging, ensuring a positive outcome every time. For the new lease, I partnered with Christianna Armstrong - whom oversaw the research, due diligence, and ultimately - delivery of the new vehicle. The entire experience with her was nothing short of superb; she was informed, responsive, and a true ambassador for what great customer experience should be. And to prove what's good goes full circle: Dan Wilson was promoted to the Finance Director, so was able to continue that positive interaction with him as part of this this latest chapter. In total, the last 18 months with M-B of Ann Arbor has been awesome, and I look forward to continuing my relationship with them. THANK YOU! More

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Thank you so much to the service team from 🇨🇦 Canada! We were in a unique situation of needing parts and service for our R350 to continue on our journey home. With two kids in tow, Beth, Jelani, and Shawn We were in a unique situation of needing parts and service for our R350 to continue on our journey home. With two kids in tow, Beth, Jelani, and Shawn accommodated us with a vehicle while servicing our vehicle as quickly as possible. Thank you for making this stressful situation a little bit easier 👍🇨🇦 More

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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 Au 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. More

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