Mercedes-Benz of Novi

If I could give zero stars, I would. My recent experience with salesperson **Nassim Hamxxxxxxx** and sales manager **Seth Arnold** at Mercedes-Benz of Novi was beyond disappointing and unprofessional. I reached out to the dealership about a **2024 GLE 450e** I saw online and was quickly contacted by Nassim, who scheduled an appointment for my wife and me to test drive the vehicle at 6:00 pm. I made it very clear that I was on a tight schedule and, having been in car sales myself, I prepped him so he’d understand exactly what type of buyers we were. Everything seemed fine—until we arrived. We showed up **promptly at 5:58 pm.** The receptionist paged Nassim several times, but he never came. We walked around the entire dealership looking for the vehicle with no luck. Only after circling the showroom did Nassim finally approach us—despite the fact that he had been standing in plain sight speaking with another customer the entire time. He never had the courtesy to even acknowledge us with a quick “I’ll be right with you.” Strike one. When he finally introduced himself, things only got worse. I asked about the specific vehicle (by stock number) I had scheduled the appointment for, and Nassim admitted he hadn’t even pulled it up. Instead of taking ownership, he flat-out told me he didn’t think he would be the “best salesperson” for me and then went to the front desk to put me back into the queue for the next available salesperson—essentially discarding us like an afterthought. At this point, I was already frustrated. With closing time approaching and my schedule tight, his lack of preparation and effort was completely unacceptable. I walked over to Sales Manager **Seth Arnold** to voice my disappointment. Shockingly, Seth stayed planted in his chair, made no effort to resolve the situation, and allowed us to walk right out the door without even offering an apology, solution, or attempt to earn our business. Here’s what really puts things in perspective: * After leaving Novi, we drove to **BMW of Farmington.** Even though they were **already closed,** Sales Manager **Steve Williams** came out to talk with us. He even looked at my wife’s car for an appraisal and assured us that he would keep an eye out for the exact vehicle we were interested in. * We then went to **Mercedes-Benz of Bloomfield Hills.** Again, they were closed, but as we were walking the lot, **Robert Thomas** stopped on his way out, introduced himself, gave us his card, and kindly answered several of our questions. So, let me be clear: we received **better treatment from people who were closed** than from the salesperson and sales manager we had a scheduled appointment with during business hours at Mercedes-Benz of Novi. That says everything. This is **not** the level of service you expect from a luxury dealership. Nassim’s lack of professionalism and Seth’s indifference reflect extremely poorly on the dealership as a whole. My wife and I left feeling disrespected, disregarded, and certain that our business was not valued. If you’re considering buying a Mercedes, I would strongly recommend looking elsewhere. There are too many dealerships out there that will actually respect your time, your money, and your business.

Took my 2020 GLE in for service and paid $510 for fixing AC that won’t work correctly. Brought home and within 2 hours on our way out of town, it stopped again. Horrible experience and horrible service. They also wanted to fix another issue where parts would cost $210 but labor was going to be $2600. Ridiculous experience. Apparently they have gone from great to worst. Update: the service manager called me about this review and when I asked how this could have happened, he told me it can happen even though we kept car and tested car for 2 days. Then when I said that most of service staff gets miffed when I refuse expensive service due to high cost of labor, the guy tells me I should buy a Honda? Ridiculous experience. Apparently this guy thinks, high cost of service is due to expensive car and parts. Check your service manifests. Parts were only $210, see the screenshot attached. His name is Gerald Bailey and called himself service manager. Apparently they need lesson in customer service and communication. I am ready to teach at any one of my businesses. Update: in your response you said you had informed me to bring vehicle back. Look at your cameras and tell me when did you do that. When I picked up the vehicle, none of your service people Talked with me. I waited for approximately 14 minutes to get a list of recommended repairs but no one even said hi. This is 3rd time this has happened. May be you need to train your employees in proper customer service.

Mercedes Benz of Novi has such a personal touch. Noor was my salesperson and she sold me two cars during her time at the dealership. She has moved on, but I really appreciated her service and friendliness.