Shawn Durham | Page 2

Exceeded Our Expectations Since the early 2000's, we've purchased 3 Mercedes from Mercedes of Ann Arbor. We've continued to visit this dealership for our service needs. Ov Since the early 2000's, we've purchased 3 Mercedes from Mercedes of Ann Arbor. We've continued to visit this dealership for our service needs. Over the years they've offered the convenience of providing transportation to work or home, while service was being completed.. When parts had to be ordered, they've offered the use a loaner vehicle, when one was available. During the last few visits, I've had the pleasure of being greeted by Matt Davis upon arrival. He is professional, courteous, and I trust his knowledge. I also appreciate Matt's honesty and patience with me when I ask him lots of questions about something I don't understand. He's calm, detailed and easy to talk to. Most recently, our SUV was towed to Mercedes Ann Arbor the day before Thanksgiving. My husband met Shawn Durham and he explained that they would work to get a diagnosis as soon as possible. Shawn followed up with a call to inform us when the car was actually in the stall, gave us a detailed explanation of the diagnosis, time frame for receiving ordered parts, and the cost. Shawn consulted with service manager Matt, and he called us back with a plan and solution that was unbelievable. Shawn went the extra mile for us and we're appreciative. We were also able to pick up our vehicle sooner than anticipated, and it as clean (inside and out) as the day of first purchase. We'll forever be grateful to Matt, Shawn and the Mercedes of Ann Arbor Service Team. Thank you for your exceptionally caring and professional attention to our personal and maintenance service needs.. Jean Williams More

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WORST DEALERSHIP TO BUY/SERVICE!!! I Leased a GL from this dealership and I will NOT recommend anyone to buy or service there vehicles at this dealership!!! There customer service is ho I Leased a GL from this dealership and I will NOT recommend anyone to buy or service there vehicles at this dealership!!! There customer service is horrible!! There service manager has an IQ level of my 4yr old!! I can't believe they hired a non qualified service manager!! My recommendation is buy or lease your next car from another dealership that cares about there customers after the sale. But when it comes to getting your car serviced here you would probably get better customer service at a KIA dealership then this dealership!! BUYER BEWARE More

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They need to train their mechanics & Stand behind their work First I want to tell you that I am not a dummy by any means. I am a mechanical engineer, have a Masters degree in criminology, and am completing my Ph First I want to tell you that I am not a dummy by any means. I am a mechanical engineer, have a Masters degree in criminology, and am completing my PhD in Criminal Psychology. My Smart car Air conditioning was cutting on and off when I was at idle. First I thought it was the air conditioning, but one day the high engine temperature light came on when I was stuck in traffic. Since I have not heard the radiator fan to come on for a while, I suspected that be the cause of all the problems. I looked up the issue online and confirmed my diagnosis. I also learned that to replace the radiator fan, the air conditioning, radiator, and numerous other components have to be removed first. I was also due for my scheduled maintenance. I drove my 2009 smart car to the dealer and explained the problem to them. they gave me a courtesy Smart car to drive, which was nice of them. Later I received a call from the service adviser telling me that I needed a fan, motor mounts, and of-course the schedule maintenance. He gave me an estimate of a little over $ 2000.00 dollars. I asked him if he could keep it under $ 2000.00 I will be grateful. On Wednesday 5/24/2017 I received a call back from the service adviser telling me that my car is ready. So I drove from my home in Livonia to the dealer to pick up my vehicle. The service adviser told me that my car is in excellent condition since I keep up with the maintenance.. He also told me that the mechanic had to trake the whole front of the vehicle apart to get to the bad fan and if he knew how much labor was going to be involved he would have given me much higher estimate. My invoice with the number of SCC53757 totaled to $ 1895.34. I paid the bill, took my vehicle, went to work and then drove home on that day. On Thursday morning 5/25/2017 as I was entering telegraph road going north from 8 mile road I noticed my temperature light was on again. So I turned off the air conditioning and the light went off. few miles later, the temperature light came on again. this time I turned on the heater and the light went off again. But soon I noticed the air from the heather was cold and not hot. I started smelling a faint burning smell, so I was going to stop the vehicle at the first chance i could get. Before I could have a chance to do that, smoke filled up the inside of the vehicle. I could not see anything. Luckily there was no car on my side and i pulled into a strip mall on the south east corner of the telegraph road and maple road. I checked and found out that there was no coolant in the reservoir of my car, which explained why the air coming out of the heater was cold. I called the service adviser and told him what happened. He said bring your car back and we give you a loaner while we look at it. I told him the car can no longer be driven and I have to have it towed to them. I asked him if they pay for the tow. He said the problem with the car may have nothing to do with what they have done to it. even though the previous day he was telling me they had to take most of the engine apart to get to the fan and that is why the cost of the replacing this fan is so high. So his answer was no and that I had to pay for it. I also told him that they just did the most comprehensive scheduled maintenance, so combined with the the significant amount of work that they had to do how can it be not something they touched. Needless to say, they did not pay for the tow and I am still waiting to see how they will try not to take responsibility for their work and try to charge me again. Unfortunately Smart USA has assigned this dealership for all Smart owners as the one and only service center. I had to let you know about my experience in detail so no one at the dealer can dispute it, as they may try. You make your own decision, but you can make the right one for you if you know about other people's experiences.. Thank you. More

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No Pretense, Honest and Pleasant These guys are hands down the best dealership I have used. They are civil human beings without pretense and very honest. You can't do better. If you a These guys are hands down the best dealership I have used. They are civil human beings without pretense and very honest. You can't do better. If you are like me and want a no fuss, no muss experience with people who tell it like it is, want your business and are working with you to get it done, these guys are it. I'd recommend them to anyone and I've done the dealerships in southeast Michigan and Northern Ohio. I will definitively be getting my next Mercedes from them and I have reccomended them to all of Mercedes owning friends. I never have a bad experience with them. Keep up the good work and you will have a life long customer in me. More

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Always exceptional service and care This dealership and the care they give their customers is second to none. Go ahead try them, I know you won't be disappointed. Pgoda This dealership and the care they give their customers is second to none. Go ahead try them, I know you won't be disappointed. Pgoda More

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THE BEST OR NOTHING Benz of Ann Arbor is the best dealership or nothing. Recently, I called my salesman Kyle Norman and inquired about purchasing my 3rd Benz. We set up Benz of Ann Arbor is the best dealership or nothing. Recently, I called my salesman Kyle Norman and inquired about purchasing my 3rd Benz. We set up an appointment and the experience was great. Kyle was on time, very polite and very knowledgeable of the vehicle. I didn't want to waste a lot of time in the dealership so he already had several cars picked out AND he had preliminary numbers on all vehicles. The manager (Elio Coventry) gave me a very fair price for my trade (2010 E350) and a great deal on my new 2016 E350. This dealership masters on a NON-PUSHING, NO HAGGLING sales strategy. Kyle and I were laughing at so much other stuff, the approval seemed like an interruption of a good time (lol). Benz of Ann Arbor has a customer for life. I have purchased 2 cars from them and will continue this relationship forever. Kyle is the man. If you are looking to purchase your first Benz with a no pressure salesman at a no pressure dealership, Benz of Ann Arbor is your place. Special Shout out to Shawn Durham my service man. He assisted me with all the warranty work of my other 2 Benz vehicles. Simpy the best. Donuts coming to the dealership. Compliments of a very satisfied customer. See you in 2017 for Benz #4. TO GOD BE THE GLORY! More

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Best costumer service I've ever experienced! I have had my 2008 mercedes C300 serviced at this dealership for the past almost 3 years. The customer service had been exceptional, every time. I've I have had my 2008 mercedes C300 serviced at this dealership for the past almost 3 years. The customer service had been exceptional, every time. I've taken my vehicle in for tire repair a few times and every time, they provided me with a loaner car so I could get to my out-of-town job. I so appreciate the friendly, helpful people who work at Mercedes Benz of Ann Arbor More

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Excellent Service Very fast in and out scheduled service for my CLS 550. Courtesy car was waiting for me as I dropped off my car so I didn't have to wait. My car was cl Very fast in and out scheduled service for my CLS 550. Courtesy car was waiting for me as I dropped off my car so I didn't have to wait. My car was cleaned and returned that day. More

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QUALITY WORK, LOCATED SERVICE NEEDS. PROBLEM OCCURRED OUT OF STATE. BROUGHT TO MY LOCAL DEALERSHIP. SERIOUS ENGINE PROBLEM DETERMINED, FIXED, NOW WORKS PERFECTLY. SHAWN IN SERVICE KEPT ME PROBLEM OCCURRED OUT OF STATE. BROUGHT TO MY LOCAL DEALERSHIP. SERIOUS ENGINE PROBLEM DETERMINED, FIXED, NOW WORKS PERFECTLY. SHAWN IN SERVICE KEPT ME APPRAISED AS THE DAY WENT ON. TOTALLY SATISFIED WITH THE WORK AND ATTENTION BY DEALERSHIP PERSONNEL. More

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Met all expectations This dealership has always been reliable in the service area. It's the kind of service which one would come to expect from Mercedes-Benz. This dealership has always been reliable in the service area. It's the kind of service which one would come to expect from Mercedes-Benz. More

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