Mercedes-Benz of Ann Arbor

STAY AWAY FROM THIS DEALERSHIP! I don’t have time to explain the details but they lost all four of my tires when I went for the swap. The disappointing part was that they went ahead & put someone else’s used tires on without telling me what had happened AND they lied & said they only lost 2 tires! But little they knew I had the proof of my last tires & it was not the same brand! When I told them, they were surprised why I am upset. Finally after lots of back/​forth the manager agreed to give me 4 new tires. While changing the tires… they broke the cover for my speaker in the car, they said I have no proof that they did it. My car had no dings on it & since it’s a sport Mercedes, I always clean it myself, that speaker cover was not broken when I left my car in their possession. THEY NEVER CARED TO FIX IT. So take a picture of your car, your tires, they do not accept responsibility. When I got an e-​mail from Mercedes about the survey, I did say that I was not too happy with the service. The service manager called YELLING at me for why I said I was not satisfied «Do you think with that kind of review you will get a better service from us from now on???» I feel bad for the owners of this dealership.

I recently purchased a new car from them through Mike Brueger the sales rep. I felt the transaction went quite smooth and they were able to dealer trade for the car I wanted. The car was spotless and in perfect condition when I arrived for delivery.
I haven’t really used their service department yet, but they were quite willing to answer my questions about future service I might have.

I’ve used this dealership for many years; most every time it is an ordeal. When I made my second car purchase here I was told that the B service had just been done and the front brakes had been replaced. The B service light was still on though and they said they must have forgotten to reset it, took it back, reset the light, everything seemed fine until I came back for A service, guess what? Front brakes are in horrible condition and need to be replaced, no one had any response to my repeated questioning about how the front brakes needed to be replaced after that work was allegedly just done. Later the parking brake cable was sticking, they lubricated it, it continued to stick, I sent repeated emails to their service dept. with no response. They send out surveys but do not follow up on issues noted. On another car, I had some squeaking from the brakes, was told that all of the pads, rotors, and calipers needed to be replaced for $ 3000+, took it somewhere else and everything was fine except the pads. Drove that car for a few more years before selling and had no further issues with the brakes. Now, I’ve waited four months for a duplicate key to be made. Every time I inquire I am told they have no record of the order even though I paid for it and also had to give them a copy of my registration to prove ownership of the car…
Every once in a while they do something right but I would not trust them at all.

No longer doing business with them.

I bought accessories from them over seven months ago and «the parts have still not arrived from Germany.» I can’t believe the service here. They said the parts would arrive within two weeks and I called them several times. I also visited the place in-​person twice, but I never received a straight response from anyone. I guess they don’t care for the customers that aren’t spending tens of thousands of dollars, but from looking at the reviews, the dealer seems to treat everyone pretty poorly.

Worst customer service ever…
I walked into the dealership with the intention of buying the 2014 M-​class. First of all, the sales representative seemed to be new and had no kind of training or knowledge about the car, and could not provide simple info like the car’s horsepower. He wasn’t aware of the different options that the car came with. The car with the options needed was not available, so I decided to build my own car and that was another awful experience. The sales representative had no clue what the packages entailed and could not provide any useful information and was getting information from another sales representative. Hence, I asked for help from that other sales representative who seemed to have more knowledge about the car. He replied that he was busy and could not help me. I was shocked by his rudeness and I will definitely not go back there, even if I have to drive to another city to purchase the car.
What an awful experience!

I have been a Mercedes customer for nearly 30 years. The relationship with this dealership is by far the worst I have ever had. I learned a $ 1000 lesson of who to not buy from. I bought a used car based upon representations made by the salesman. After the purchase, there was a communication breakdown. The salesman wasn’t returning phone calls. So I went over his head to both the finance manager and sales manager. Both of them suffered from the same syndrome, ie. failure to timely respond syndrome. I then went to the general manager, Bryan. Hold on to your seat. My conversation with him was less than pleasant. He was presumptuous, rude, obnoxious, and condescending. He had the audacity to tell me that the salesman was merely puffing and what do I expect, I bought a car online. REALLY!!! If that is the case, then they shouldn’t be selling on line. They shouldn’t tell their customers they do 150 point inspection if it is not true. Customers rely on these representations. After substantial posturing, they ended up taking the car back subject to me paying shipping both ways. Then came the problem with getting a refund. Again no timely responses. I again went over all of their heads and got the matter resolved. On balance, would I buy from this dealership? NEVER!!! I am going to follow Bryan’s words to me, «We never have to see or talk to each other again». He is right about that. Consumers have many options and certainly better than this. My advice to the ownership: fire your sales staff, finance manager and general manager. Get people in there who know, understand, and appreciate Mercedes level customer service.
There were two helpful people there. Britney, who is a receptionist. She took information and made sure to get my complaint to the general manager, Bryan. It merits mentioning that the Bryan did not respond. Instead I got a response from the people I was complaining about. It was not until I could not get them to follow up, did I hear from Bryan, after a repeat phone call to Britney. The second helpful person was Brenda Maynard. She responded in a timely manner, investigated the matter, and resolved the issue. My complaint is about the rest of the people I was in contact with. My additional complaint has to do with my having lost over a $ 1000 because of the sales staff product misrepresentation.

The selection at this dealership is limited. I do stop by occasionally to browse the lot for a potential new car, but something about the set up just makes me leave without talking to a sales rep.

5-​star sales person, Mike Bruegger. A true mensch. I would recommend Mike to anyone.
1-​star service. Too many bad service experiences.

Do I love Mercedes Benz? Well let’s just say I bought an 18 month old 2001 E430 in 2002, we both loved it so much that I bought my wife an off-​lease 2002 E430W (all wheel drive) and then our daughter a used 2002 E320. So yes we love them! The cars are beautiful in style, ride and performance. One niggling little issue is that the radio (MB and Bose) at some point decides to ask for the security code and deactivates. Now MB supposedly has the code on file (but they are now 0 for 2 with us :(. My 2001 went first and you have to have a dealer to remove the radio, get the serial number and THEN they can get the code. So today it was my wifes 2002 that bit the dust. Called MB, sure enough — no code on record. So I called this dealer (I never bought it here, have never seen them before) to make an appointment to have it done. I got Jason on the line, «no need for an appointment — we close at 5, come in before then and we’ll fix it». I arrived at 4pm, found Jason, at 4.30 I was on my way, the radio activated, the code in a safe place and he charged $ 0. Free — and a smile and handshake. PERFECT. A great dealership! Thank you Jason and MB Ann Arbor!