Recent Reviews from House of Imports

I am a loyalty MB customer，and I have done the service 3 years in the same location House of Imports. The latest "service A "have been done at 28DEC2017. When I picked up my car I heard squealing noise coming from engine,and after a while noise going down,I thought maybe it's normal as I just done a service. After couple of days the noise still happen. At 13Jan when I drive to work, the battery warning light is suddenly on ,and the cooling water temperature gauge was up to 120,steering wheel getting hard to turn. Luckily I didn't drive to highway yet,if I'm at hwy,I can't imagine what will happen. I pull over and later drive to a parking lot. I opened engine hood and found drive belt broken. It's just after 15days running 340miles after the latest service, how this happen?They supposed to find this problem at last service. I called a tow truck pull my car to House of Imports and ask Bernard (the service representative who helped me at last service) for help. He heard my story and place a workorder ask me sign which cost $175 just for checking! I just did a service that include all belts check and report showed everything good ,and after 15days belts broken then ask me pay another $175 just for checking? It's ridiculous! I'm doubt that mechanic was incompetent or he was irresponsible for his duty. Whichever that not supposed happen in a MB dealer shop,that I can't accept it. There is no reason that they said belts ok and after 340miles belts broken which should can be used for over 50000miles. I trust MB service , that's why my car's warranty expired I still do service at dealer shop even the price over other auto shop a lot.But if you do not responsible for your service report , you earned money but lost customer's trust,this is not the right way do business. My first and second car are MB,and I plan to change another MB E series this year. What House of Imports agent did was a disappointment to me.Please do remember your slogan: best,or nothing! Two days later,they call me go there and quote a repair price $1124！I don't trust them anymore and want to pick up my car,the agent said I can't release it until you pay $175! So I tell him I will talk to your manager,he said he will ask him come to me.After a while he come back and said you can go now I will pull your car out. Finally they waived checking fee,but I won't come to here again!

lx dogking Jan 17, 2018

On September 15,2017 I purchased a previously owned 2004 BMW 525I from House of Imports. Stephen Rodriguez was the salesperson assisting me with this purchase. While the transaction was being conducted Mr. Rodriguez was very helpful and accommodating. I took possession of the vehicle and was on my way to my home in Lake Elsinore , CA which is 50 miles from this dealership. About midway there a warning light came on indicating a flat tire. I pulled off the freeway, checked the tires and found them all to be fine. Since I had been in possession of the car for less than 1 hour I tried to call Mr. Rodriguez. He was unavailable. I continued to Lake Elsinore and stopped at my personal mechanic to have him check this warning light The tires were inflated to correct air pressure . The sensors were worn out and needed replacement. I then took the car to Lakeview Auto, a very reputable company for inspection. They found spark plug failure (misfiring)which requires a tune up and the rear brake pads need replacement. Since I had gotten a warning light within the first hour of owning this vehicle and because of the subsequent problems found I emailed Mr. Rodriguez advising him of said problems and asking If House Of Imports would consider assisting me with the cost of these repairs. I received no response to this inquiry. Today while driving the car ANOTHER WARNING LIGHT CAME ON!! This time indicating an ACTIVE STEERING MALFUNCTION!!!! This was the last straw for me. I have received numerous emails from House Of Imports asking for my feedback/input regarding my experience there. This is a quote from one of them "if you are happy, WE are happy" Well I am Not happy. I am not asking House of Imports to pay for ALL the necessary repairs. . I realize this was an AS IS purchase and have watched enough Judge Judy episodes to know what that means. However, since I have had this vehicle for such a short time I do not feel it unreasonable to ask for some assistance with the costs. I had thought I was dealing with a very reputable company when I went to House Of Imports. I hope I was not wrong. I was finally able to speak by phone with the salesperson, Stephen Rodriguez today. He advised me to post my problem in this review and told me I should get a response. I sincerely hope he Is right.

martyn lewis Nov 1, 2017

The people that work here are the most unprofessional people I have ever met. Luckily Autonation provides a 5 day return policy so I was able to give back the car and not deal with any of the headaches. My sister had originally tried to set up an appointment for a BMW 740i from these guys and coordinated for them to bring the car to me at 11 am on a Saturday. Just look at the ridiculous way Andrew, their sales person who they pay money to, communicate with clients. See the conversation in the pictures. The guy basically said let's throw the whole deal out the window because I overslept. Even after this I drove back with Justin, a different sales person, to purchase the car. Once we got to the dealership I never haggled on the price or anything like that, all I said was the steering wheel shakes between 65mph and 75mph and having experience with used cars it could be a variety of things. I specifically said to Justin Sllamniku that when I buy used cars I have the dealership fix all the issues and I come pick up the car after, I will sign everything and come get it when you fix all the issues. Justin and Mitchell both said no its ok go ahead and take the car you have a 5 day return policy and we will schedule for all the repairs to be done on Monday at BMW Valencia, don't worry about anything. I was told Mark Newton would call me at 8am to set everything up. I took Monday off to take the car to Valencia BMW so I can get all those issues resolved. I had my loan ready to go and the bank was waiting to send a check. When I called Mark at 10am on Monday, he then emailed Valencia BMW and afterwards they replied the person dealing with all this is not there and ill have to come back Tuesday. BMW Valencia is 30 miles away from me and I specifically took the day off to deal with this and I gave the dealership a chance to fix the car to begin with, before I take vehicle. I also noticed that the cars bumper in the front was painted really poorly and had a lot of overspray, so I decided to take the car to my body shop to find out that the entire left side of the car was painted and was poorly blended. I bought lease returns before and I have to say whoever painted that bumper looked like it was done by someone in their drive way. Just take a look yourself. I am not a professional but even I saw that. See pictures. Eventually after speaking to Mark many times, I was authorized to take the car to Center BMW which is 10 mins walking distance for me. I took the car to Center BMW and while trying to balance the wheels they found out the wheels were bent, the car remained there for the next 3 days while we argue about having it being approved as a repair. We called Mark to try to get this approved and done with but Mark said "why don't we give you a rental car and we will take the BMW and try to have it repaired at our dealership (House of Imports)". My problem with that is the fact I had given the sales people the opportunity in the beginning to do that. Even after finding out the left side of the car is messed up and the badging on the car showing as a BMW 750i instead of 740i, I was going to purchase the car anyways as long as everything was approved to make my life easier. They put this car back on sale still with the same false badging which this is blatantly misrepresenting the car. Here is the link (cars.com/vehicledetail/d…) Sometimes you have to do what is best for the customer not the business, especially when the customer gave you several chances to have the car repaired on your terms. Mark said he only wants to fix the car "on his terms". I took the car back and emailed their GM and got no response. I would stay away from these guys. The only good part was Autonation 5 day return policy. I ended up buying a 2013 BMW from Norm Reeves Honda. The sales person was younger but more professional and the car was in much better shape and overall a much better experience.

Alex Jun 1, 2017

THEE WORST MERCEDES DEALERSHIP I'VE BEEN TO!!! I would like to start off by saying I love mercedes benz. As a new mercedes owner, I can say nothing buy positive things about the mercedes benz brand. I got my car at the Santa Monica dealership and had it serviced in the West Covina one as well, and my experience has always been the best. With that being said, my expectations are always the same as it is Mercedes Benz, and they should provide nothing but the best. However, this dealership was by far the worst dealership I have ever been to. I took my car to get a new tire back in February. My tire had a blowout and I needed to get it fixed ASAP. This dealership was close to my job, so I decided I would go here to get it fixed and have this situation taken care of properly. Upon getting my tire fixed, I was informed by my service provider that there were a few other things I should look into getting fixed on my car. I did not have the all the money to get everything fixed with my car. at this time, so I proceeded to ask my service provider what NEEDED to get fixed. Meaning, what was 1) Hazardous, 2) Had to be fixed or would get worse. I asked him about 3 or 4 times to clarify that the necessities that had to be fixed would be fixed. I also mentioned my spare key had been broken and I needed a new one. I told him I had some warranty or package that gave me a free key. He told me I did not and that the keys were $600. I left it at that because I KNEW i had bought some sort of package that gave me a free key, so I was going to look into it. Honestly, this was the first red flag, and had my car been drivable, I would have left right then and there. He did not even look into if I had whatever package I had, nor did he seem to care to look into it for me. He proceeded to give me my paperwork and inform me that my side skirt on my car was loose, I had 2 cracked rims, and I should get a new right front tire. I asked him again, ok what needs to get fixed and what is a life or death kinda situation so to speak. He said to just get a new left tire, which was the one that blew out. I said ok and I would buy the new tire. Now, because the side skirt was loose, I proceeded to ask him if it was so loose it would fall off or anything of that matter. He said and I quote "No, it won't fall off, just get it fixed soon because the whole piece will need to be replaced because we can't just put new screws in it." Ok cool I thought. I was going to wait until the following week when I got paid to get it taken care of. My service provider is a professional, he knows what he's talking about, I can take care of it next week per his advice. Right? WRONG. My side skirt fell off 2 days after I left their dealership. 2 DAYS!!!! It fell off probably when I was driving on the freeway on the freeway or something, but either way, it fell off and I did not know until I got home and saw the piece was missing! I was livid. That is an expensive piece and I was waiting because "the professional" I spoke with told me in his own words that would not happen, and it did. I was so pissed off I was not even going to bother going back to that place. I'll go to my original dealership in Santa Monica. My NEW left tire was also loosing air, so I was going to ask them why that was as well.. So on 3/19 I decided to take my car to santa monica to have them fix the side skirt and tell me what was wrong with my tire, as it was a new tire and shouldn't be loosing air.. The Santa Monica Mercedes Team is great, I bought my car from them and they are always very informative and nice and answer all my questions. I know the team really well as I spent days picking out my benz and buying it last year, and they were great then and are great til this day. I went to my regular service provider Jim and told him I bought a new tire but it was loosing air. He looked up my paperwork and then asked why I continuing to drive on a cracked rim.. I was confused. I did not know what he was talking about as the Buena Park dealership did not inform me I SHOULD NOT DRIVE ON A CRACKED RIM BECAUSE ITS A HAZARD nor did they inform me my NEW $400 tire would not hold air with a cracked rim. Jim proceeded to inform me that a cracked rim will cause a tire to loose air slowly, aka a leak in my tire. So technically buying a new tire with a cracked rim is pointless because it will screw up my tire.. new or not. SO NOW, not only was I missing my side skirt that the buena park team said would not fall off and did, but I have to buy a new tire as well because my tire I bought a month prior was messed up because my rim was cracked and causes it to loose air and it would no longer hold air- WHICH could have been avoided had I known I should not, under any circumstance, drive on a cracked rim as it is hazardous. Jim also continued to tell me I had no tread on my right tire and I can't drive on a tire with no tread- AGAIN because it is a hazard. Now correct me if I am wrong, but $400 Mercedes Tires do not loose tread over night. And I do not handle my car roughly, so I know that the right tire probably had no tread when I went to House of Imports, but again, I was not informed of the no tread issue. I was just told to get a new right tire. AND PER THE “PROFESSIONALS," I thought I could wait to get a new one because they only told me that purchasing the left tire was essential and the rest could wait. Oh and my free key issue? Yeah, Jim looked into my account and I have the break package, which allows me to get a free key- justifying further, house of imports carelessness and laziness!! I am a 22 year old female. If you tell me a million things are wrong with my car, I am going to ask what NEEDS to be taken care of and what can wait… I did not know I would have to clarify for a “professional” that a need is in reference to anything hazardous or that could get worse or cause me to have to pay more over time. I now have to pay $900 to get 2 new front tires, fixed the cracked rims, and get my alignment fixed because of the uneven wear on both the left and right tire. (One had tread, one did not.) My new left tire has a one year warranty on it from House of Imports, but because my car is hazardous to drive, I am unable to take it back to their location (NOR WOULD I) unless I pay to have the NECESSITIES FIXED at Santa Monica, or it leaves on a tow truck as it is a hazard for me to drive. I completely get the tow truck thing, as mercedes would be liable if something happened to me. Thats not my issue, my issue is now I have to spend MY MONEY AND TAKE TIME OUT OF MY JOB to CORRECT issues that could have been fixed in the first place. What a joke. Almost a month later and I am cleaning up house of imports carelessness and mess. Its ridiculous to me that “professionals” whom I trusted did not do their job properly and inconvenienced me to such an extent. They simply did not care and were lazy in helping me. I currently do not have the full $900, but thankfully the Santa Monica Dealership understands the inconvenience and hassle I experienced, and are letting me keep my car at the dealership free of charge til I can pay for all the fixes on Tuesday. Seriously do not come to this dealerships at all. The service team is lazy and the service providers have a “don’t bother” attitude, and this is verified at my expense. I work at Emazing Lights down the street from House of Imports. (The Glove Light Company that was on Shark Tank and got a deal with Mark Cuban) and I will be sure to tell my coworkers, supervisors and the CEO not to come to this dealership. As a few of them are mercedes owners themselves, I will definitely be telling them to go elsewhere for their service needs.

Gabbiy Ramirez Mar 25, 2017

I have been a proud BMW owner for more than a decade now. But recently I had some friends and family build up Mercedes image in my mind. So, I decided to get my first Mercedes and went to purchase a certified pre-owned 2014 E-350. In my mind, I was expecting a world class luxury car buying experience, especially when I was paying the dealer's asking price for the car (not even a penny less). Unfortunately, I was disappointed by the condescending manner I was treated along with that there was lack of trust & transparency in the dealership staff's conduct. The whole element of customer satisfaction was completely missing. Below are the details of my experience with the House of Imports (Mercedes-Benz): 1. Few days ago after coordinating with the car sales associate my wife and I reached at the dealership at 4:15pm for 4:30pm appointment. We had to wait close to an hour to test drive the car of interest. 2. I noticed some obvious stains and spots and general lack of cleanliness inside the car and the sales associate assured me that House of Imports detailing service (with 5 guys working on 1 car) will be able to take care of this without any problem before we buy the car. 3. Once we agreed to buy the vehicle with condition that detailing will remove stains, spots and clean the car from inside to meet high standards, we were presented a written financing rate of 1.49%. I signed it and then few minutes later one of the staff members came back to tell me that they cannot honor 1.49% rate and its now new rate was going to be 1.99% (BTW- I have excellent credit). He also told me, even though it has been signed, they don't have to honor the 1.49% rate. Wasn't so much of a "class act" but I thought "whatever". 4. I was kept waiting close to 2 hours in the lobby sometime in between my wife left as there was a bit of drive to get home. Another couple's sitting in the lobby seemed very displease with the dealership at that same time (I am not sure of their reason). After the long wait, another staff member took me to their office and started offering all the documents that I need to sign. I wanted to see the car to ensure that the inside of the car has been cleaned before I signed everything. But I was told, not to worry and sign first, as it will be taken care of for sure. 5. After all that, I was shown the car, it was pass 9pm, there was not enough light to verify the detailing of the car and I was rushed to leave as the dealership was closing. 6. Then, I was told last minute that they couldn't give me the second key and the owners book for the car. I really wanted the owners book, it being my first Mercedes I was excited to go home and read it . The sales associate, offered to hand deliver the key and owners book to me the next morning. 7. Next day, when I checked the car I noticed the same stains & spots as if no inside detailing / cleaning was done to the car, in addition I noticed the front floor mats in horrendous condition and the dirty dashboard and the center console. Now at this time I felt like a victim of "hit and run" and wasn't feeling too good. I sent few messages on the sales associate's phone and got no response. Finally, got a response at night suggesting that key will be ready the next morning (3rd day). Now the following day, I again had to send a number of messages to get a response back and then I learnt that the sales associate now is not committed to bring me my key and owners book and furthermore he was going to be off from work for the next 2 days. Then, I asked him to fed-ex the items and I am still waiting for the shipment. I guess, now I am stuck with finding the detailing/cleaning service that can clean the inside of the car and buying new floor mats on my new Mercedes with a hope that I will get my second key and owners book. Few years ago, I went to go buy a KIA for a family member at KIA dealership not too far from House of Imports and all I have to say is that, I had a much better car buying experience then what I had with Mercedes-Benz recently.

Barry Singh Deol Jan 18, 2017

Two weeks after i took the car, i was trying to make right and the car hit a curb because i could not turn the steering and it almost locked. There was an error saying steering malfunction error showed on the dash. i towed the car to the dealership and the service manager told me we are going to check the problem and see what cause it. he did not send the car to be checked and he sent it to the AutoNation body shop(their body shop). they called me for the insurance and he was like i need the information for your insurance then after they fix the car we will check it, they never did and i ended up paying 13k for fixing it from my insurance after 3 weeks only from purchasing the car.. i have tried to contact all the positions at the dealership and they never ever solved anything i stopped to the dealer and talked to the service manager and he said since the car got fixed then it is safe to be driven now, but the thing is i ended up paying from the insurance and they did not inspect the car. i gave up and took the car after all that hassle, i filed a complaint to Mercedes Benz US they called me back and all they did is saying sorry for the bad experience that you have had. That is all!!! i gave up after trying to get hold of them and i have all the proofs and the dates and the emails. Later on the car started to give me problems, every time i drop it off to the dealer regarding a sound they said we inspected the car and nothing wrong. One time i decided not to take the car and i talked to one of the advisors. he said he made 3 tech. to drive the car and it is normal, he asked me to give him a good survey and change the tires because that is the problem. dropped the car 22k 136 and I picked it same exact millage and when I asked him how come three of your tech drove the car and the did not put one mile on it, he did not have answer. i did change the tires twice and every time i change them them get bad and they start to have like bubbles and they get non flat. i stopped by a certified mechanic shop to ask about these tires and the sound they said the chocks are not good, i went back to the dealer after keep losing money for changing these tires and they always like everything is good. i have all invoices and proofs that the car is not good and safe to be driven And they kept ignoring the problem. 7 days ago i dropped the car for the 40k miles service and i also mentioned the same problems that i always mention every 10k mile and they end up saying the car is good. They kept the car for 4 days and they called to say that the service is done but they need to work on the car, yesterday i stopped to get the car after they said it is ready. once i went out from the dealer i noticed the sound is still the and the car still goes to left very bad. I went back at the same time and the advisor drove the car and he said yes they have to work on it and keep it again. im really sick of this and sick of everything, i wouldn't have problems if i drive any other brand, this is Mercedes Benz , im paying almost $520 a month to be satisfied and happy and the reason i choose Mercedes is to be satisfied not frustrated . My patience has run out of this and am sending to let you know that if you guys really didnt take an action. im going to share and report all these info everywhere. it might be better for this to go viral all over the social media and im going to provide all the emails and dates and the whole story. i do not think Mercedes would like to take a risk and put me in a car that not even safe to be driven, i need a certified paper work says that the car is safe to be driven and has no problems. I also want add that the advisor called me again and he recommended that i need to change the whole set of tires that i already changes 3 weeks ago and i have all the invoices, i told him that im not going to do that. Because i already changed the tires twice and they keep getting bad because the problem u guys dont fix. He transferred me to the service manager and he was so rude, all he said is if you dont want to change the tires, then we're not going to do any work at the car, and bring the loaner car today!!!!! Seriously!! Is that how they deal with their customers, i told him that am not going to bring the car and am going to report that, he called back and he was like give me 30 minutes i will call you later, and they never called. The dealer need to understand that he put my life in a car is not safe to be driven and i have a proof from a certified shop saying that. On December 26 11 am i stopped by to talk to GM since he wasn't at the dealer ship on Saturday. i could not get hold of him and i have been told he is busy till tomorrow and can’t meet you according to the sales manager. i had chance to met with the sales manager to explain everything and as usual they did not help and blame all the problem on me for not changing the tires eventhough I have changed three times in less than 1 year and less than 40K miles.. i can’t believe that a dealership general manager can’t really meet their customers to handle a problem or even replay to 5 emails. after going thru the history of the car the service manager and they kept making up stories to convince me that the car is acting noisy and goes to the left very bad because of the tires. even-though i have all the documents that proofs that the tires has been changed 3 times in less than 3 years and 40k miles. they kept talking about the tires noises and they never mention the other noise that i sent the car for , for almost 4 times. THEY DOES NOT UNDERSTAND That the noise that i complain about is has nothing to do with the tires. it is something totally different and i keep talk about it and explain it and they have it documented that the sound comes from the left side and not from the tire it is not tire noise i have reported that noise to three of them. sales manager also stated that the front tires are needs to be changed and when i told him that i have already changed those few days ago but the guys here at the service rotated them, he said we do not rotate the tires for 250 , but they actually did twice to my car and it is documented too. After a long talk the sales manager he ended up telling me that they do not have anything to do for me, unless i pay for a replacement tires and they would pay the 50%. the sales manager kept trying to convince me that i was decline the alignment, even-though each service they mention that they did everything and the car is safe to be driven. i told him well, im going to send the headquarters and AutoNation at the Germany and i left the office, by the time i left his office i was shocked from what they did to me as a customer who should not be treated like that. i did found my car at the parking lot even the job was completed they decided just to give me the car. Plus they took the loaner car without even letting me know and they threw my stuff out of it and they forgot to transfer my parking permit and they still have it since they gave the car to someone else at my car using their alternative key. Seriously?? Is that the way they represent Mercedes? i asked the sales manager what did you guys do and he was like we do not mean anything but we parked your car at the customer lot since you are a customer, i told him and what do u guys mean by taking the loaner car and my stuff without letting me plus you guys still have the car bad and broke, know he didn’t has any answer. if that means anything, it means that they either does not trust me and they treated me like a thief or they do not care about the customers as long as they does not charge their dealer anything and I have been harassed i walked to the service manager to ask about the keys and he was so rude telling me go get your keys from outside. here. Imagine yourself stopping by to talk and report a problem and you treated like that? Imagine the whole day since it happened and i cant believe that am dealing with Mercedes Benz and autonation. i ended up having the car with worse condition, and not function well at all. this is not a first problem and bad experience happened at this location and im not the first one. Check their reviews and see what they have done to one of the customers. One of the sales men followed a customer and smashed her car at target parking lot because she did not get the deal thru him. and that was all over the news. i stopped by the dealer to handle that friendly and solve the problem, because all i need is to be using a car that can work perfectly since am paying for what i have. BUT AFTER THEY have done to me and taking the car that way, decided not to let it go. i left the dealer and the car is going left very very bad and not safe because basically they did not fix it. They also need to know that they might lose a lot of business if i filed a lemon law( at the usa) and the car is qualified for the lemon law since the problems been for more than 3 times and everything is documented, and that will look so bad to them if the dealer did not take care of the problem i will post this to the local newspapers so customers who can see the bad experience to be aware everyone else and get my right. Another update on December 28th, after I replaced all four new tires for third time in less than one year and 40k miles to do what they have been complaining about. I called a dealer to set up an appointment to take a look to the car, the advisor told me give him 10 min and he will call me back. He called me and he left a really bad voice mail saying that the service manager said that im no longer welcome at their dealership because the bad experience I had with then and I have to find another dealership!!!! I have the voicemail saved and proof what he told me. I have been trying to solve that and send to many people regarding the problems and im almost gave up from the way I have been treated and harassed.

الدبيركى احمد Dec 29, 2016

I traded in my 2009 ML, purchased with extended warranty from House of Imports, for a 2015 ML from a different dealer with extended warranty. It has been 2 months since the 2009 warranty cancelled. House of Imports never send me a refund check for unused warranty. They have been playing dumb and the worse person is Susan Beck, she is the director of Finance Department. She does not take or return any calls. I escalated the case to Mercedes Benz and it took a case manager over a week to get a hold of this woman. She promised case manager to contact me. Guess what? No calls. She simply sits in her little office and collect pay check. How do I know? I drove to the dealer today as case manager suggested. She knew I was next door in one finance guy's office, but she was too busy sitting down and couldn't get up. For 1 and half hour I was in the office, no other customers were visiting Finance. This woman is very calm and nothing can get her out of her chair. I like her job. So they still claim no refund from Mercedes Benz. I gave the guy case manager's name and phone number. Then attitude changed. I will get a refund soon! My advice to buyers: DO NOT BUY EXTENDED WARRANTY FROM HOUSE OF IMPORTS. You will hate yourself if you have to deal with them for a refund on unused warranty. Update: Massoud is the only Finance guy helped. He just came on board over a week ago. He took on the responsibility to follow up and return my calls. Only one person is willing to help! Update: Tom Hulahan is the 2nd person helped. I finally received a check from Tom after 100 calls and 2 visits to House of Imports, 2 months from the date warranty was cancelled,. House of Imports, owned by Auto Nation, a dealer with this size apparently don't care about their image. I left a phone message with their GM 3 weeks ago after exhausted all means to get a status of my refund. No call returned. So House of Imports don't reply to my review that I can call their GM. Because he will not take or return any calls.

Jill Ma-Powers Oct 25, 2014

I just wanted to share my recent experience with the House of Imports in Buena Park, California. If you are considering a purchase at this dealer, new or pre-owned, I would caution that you pay close attention to the details. I have purchased a vehicle from the House of Imports in the past, resulting in a very good experience. Unfortunately, this last experience proved to be the opposite. The initial test drive and inspection of the vehicle was a good experience. They provided us with a vehicle history report and the clean Carfax. We didnt initially agree on the selling price, but the sales manager was very courteous and up front with us about pricing. He gave us the trade-in cost of the vehicle and the amount of money the dealer had to incur for repairs (tires, brakes, maintenance, etc). Since we didnt initially agree on the purchase price, the sales manager offered to call us back in the future when they adjust their selling price if the car does not sell. We agreed and left the dealer satisfied. One week later, we receive a call from the House of Imports. They counter-offered a deal which we accepted. After carefully looking at the vehicle history report and the supposed repairs the dealer completed on the vehicle, we requested them to include servicing the supercharger clutch bearing. They could not honor that request as they said they have already incurred over $3500 in repairs and maintenance. One of those maintenance issues included the motor mounts, as well as a brand new battery. Before completing the sale, we also requested the dealer to resolve the warning lamps noted in the dash. It mentioned a bulb/lamp faiure. The dealer said they would take care of the issue. After taking the vehicle home and allowing it to sit in the garage for 2 days before we could add it to the insurance coverage, the car did not start. It required a jump start, not only once, but every time thereafter. Since the car was purchased out of warranty, we took it to a certified independent mechanic. He found out that the battery was never replaced and that the motor mounts were not new. This has been our trusted mechanic for over 20 years, so we knew he was not pulling a fast one on us. We kept those parts to prove that these items were never replaced. We brought it to the attention of the dealer, and they said that the vehicle history report is For internal use only. However, they used this report as part of the sales tactics to assure us the vehicle was in great mechanical condition, and as a way of telling us that they had very little margin in turning a profit due to the costs of the maintenance items. This misrepresentation was considered fraudulent, and we should have immediately reported this to the Better Business Bureau, Consumer Reports, Department of Motor Vehicles, etc. However, we gave the House of Imports the opportunity to resolve the issue by reimbursing us for the cost of the repair as well as replacing what we found out to be aftermarket high intensity discharge headlights which caused the warning light failure. After waiting for the dealer to resolve the issue, they did not get back to us, so we contacted Mercedes Benz of North America and informed them of their fraudulent sales tactics. MBUSA mentioned that each dealer operates independently, but advised us they will make an attempt to resolve the issue. Needless to say, the House of Imports never offered a resolution to the issue. I just wanted to share this experience for those of you considering a purchase at the House of Imports. Im sure others have had very good experiences with this dealer as we have in the past, but unfortunately our last experience was very disappointing. Our family, my sister, and my brother intend to purchase other MB cars in the future as we have owned about 9 between the three of us families, but never again are we going to purchase from the House of Imports in Buena Park, California.

johndoe13 Jul 24, 2012

HIGHLY DO NOT RECOMMEND HOUSE OF IMPORTS!! Myself as a BMW enthusiast since 16, first BMW was a 1996 318ti, since, been in & out of many; 01 325 (traded), 03 330xi (retired 2/11/2012), 02 325 stationwagon(traded), 04 X3 2.5 (traded), 05 X5 3.0(traded), 06 X5 4.4 (traded), 06 X3 3.0 (traded), 06 330i(recalled), 08 328 coupe(traded), 11 135 M sport(total 6/18/12), 11 X3 2.8(traded), 12 X6 3.5(traded), 12 M3 Competition Package, 12 X3 3.5 M Package(traded), 13 X6 3.5 M Performance Package(traded), 13 X6M. Recently, my son total our 2011 135 M sport, we spent the last two weeks looking at used to new vehicles, took a delivery of 2012 C250 coupe base model on 7/1/2012 from House of Imports Mercedes Benz, end up with the worse experience of my life (first car purchase experience for my son and the worse) where my high 600 credit score was approved with zero down $499.00 month, end up taking delivery on the term of $1,023.00 down and $609.90 a month on the vehicle. Then, a day later, the dealer - House of Imports retracted their contract, demanded that I return to re-do the contract with additional $4,000.00 down. I returned to the dealer immediately, returned the car and handed them the keys; vehicle with 80 miles and its original brand new condition. The next day, we returned to our norm, Shelly BMW (leased & purchased all of our bmw vehicles there from Yiwen Ting and Joseph Ra), they showed us several choices of used Minis, used Mercedes, used and new BMWs, my son decided on the brand new 2012 BMW 3 series base model 328 4 door. Myself as a BMW enthusiast, quite impressed with the revamp of the 3 series, roomier, lighter, especially aww with the 328's new 4 cylinder 2.0 liter engine that outputs 240 horses, takes me back to my 1996 318 ti cylinder's good old days. Bottom line is, for the comparable same engine between the BMW 328 and Mercedes-Benz C250, BMW can produce more power, more roominess, save more then $10,000.00 with the 2012 BMW 328. Especially none of the back-and-force and retraction, re-do of contract, demanding additional $4,000.00 down that we were forced upon by House of Imports Inc Mercedes Benz. As alluring the exterior appearance of the Mercedes Benz C class coupe is, the 2012 BMW 328 4 door came way way ahead with its safety/maintenance/performance/price/insurance (save close to $1,000.00 on our son's annual insurance premium on our 2012 328 BMW 4 dr, vs. the C250 Mercedes). The slight minor derailed of our experience at House of Imports Mercedes Benz taught us BMW remains, at least in our hearts the most reliable, safe, and financial sound choice with drama-free. Hands down, this round, BMW wins. Let me rephrase this Yiwen Ting and Joseph Ra at Shelly BMW are the rockstars that came and save our day.

lala land Jul 7, 2012

I would never do business with house of imports again. There was a cash incentive program that was going to end on the end of September, which is today, and in order for me to take advantage of this program, I would have to make the purchase today. House of imports reassured me that they have the car that I want in stock, ready for me to pick up. I confirmed with them several times on the specifics, because if they did not have the exact car that I wanted, I could still obtain that car from another dealer. I confirmed with them several times, because I did not want to risk having to pay almost $2000 more if I could not make the purchase today. They reassured me, asked me for my information to process, provided me with the title and exact amount so I could get the cashier check. We have also scheduled a pick up time for today. Shockingly, they called me about 45 minutes before our scheduled pickup time, and told me that they have sold my car to someone else. They told me that they had "just sold the car to someone else who brings more profit". They said there was "nothing we can do", that they will be unavailable to locate me another car today, and I will just have to make the purchase the next day. I tried to find out what I can do, and the person did not give me a chance to talk, stated "just listen, there is nothing we can do, we waited for you to pick up the car, someone else brings more profit, you were not here, so I just sold the car to someone else", even though we had scheduled the time for me to pick up the car. I asked if there's any possibility for her to get the car with the same package I wanted from another dealer today, and she said she will call me back. No call was ever returned. At the end, I was able to buy the car that I wanted from another dealership tonight, who was professional, treated me with respect, and gave me an even better deal. Advice to anyone who wants to buy a car, do Not even attempt to do business with House of import!!!

milkie Oct 1, 2009

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