Recent Reviews from House of Imports

Hello there, My Mercedez-Benz G550 had an accident in July 2018, and I chose Autonation Collision Center in Buena Park to get my car fixed. It took them 7 months to get the car they claimed already done, the car was in 8/1/2018, and was out 2/28/2019 for the first time. After 2/28/2019, we went back for FOUR different times for many different issues that were not done correctly. 1. Wheel balance was not adjusted correctly caused the car shakes severely when it was over 60miles/hour, which made me feel extremely unsafe. This abnormal vibration was reduced after the balance adjustment, but it still keep happening. Autonation keeps claiming that this is how the car is, and NEVER get it fixed. I drove my car everyday before the accident, and I am 100% sure this abnormal vibration never occur before. It made me feel very unsafe to be on road. 2. One suspension component was installed upside done, which caused wrong suspension respond reaction. 3. One bolt snapped when the car was stop at the red light, which made a huge noise. 4. The paint at right arch rim fell off when I was washing the car. It is very unacceptable, and made me question their qualification to work on my car. 5. I checked the wheel alignment at Just Tire, and Just Tire measured wheel alignment, and report shows the wheel alignment is off, so we went back to Autonation requesting them to adjust the wheel alignment, and their Director Morris Lawrence declined our request. Mr. Morris Lawrence claims the wheel alignment is correct, and he accused Just Tire was not qualified to measure the wheel alignment. Autonation did not even bother to check up on the wheel alignment. During the conversation, Mr. Morris Lawrence had been very unprofessional, rude, and lack of the most basic respect. He claimed the wheel alignment could be questioned after driving 5 miles, which made me extremely concerned the quality of their repair. My car worths more than $120,000, and has less than 20000 miles. The service I received from Autonation Collision Center Buena Park made me questioned about their qualification, professionalism, and my own safety while driving this car. I had been trying my best to be patient and understanding for their work, but Mr. Morris Lawrence's attitude and behavior gave me a lot to concern. If they have confidence with their work, why is he not willing to get the wheel alignment checked? The accident already gave me a lot of stress, and I chose Autonation because I trusted them at the first place, but this experience only add more hard time on me. From the first day the car was sent to Autonation, it has been more than 10 months. If they put in any effort to consider for the customer, the situation would be way better right now. Sincerely, Yunhong Sun

Marguerite Jun 12, 2019

I came in on 9/15 to purchase a car that I had preselected online. There really was not much to my deal considering I came in with my own financing and a credit score of 730+. I specifically requested that they ONLY run my credit with the financing that I had come in with and the sale rep Ronelle understood. Minutes later the finance manager comes up to me and explains that he ran my credit with MB and I was approved. Obviously I was not happy that my initial request was not accommodated but he explain my credit was so good that he could get me a 2.99 apr vs the offer I came in with... so I went with he flow and when it came time to sign the doc he then said he could only get me a 3.99. All was well when I left with my car... they explained that my trade in would be paid off within 10 business and I even purchase the extended warranty. I contacted the sale lady after 10 days of my loan for my trade status because it was still showing an outstanding balance and the sales lady was no help whatsoever (she received her commission out of me by this time). She brushed off my questions to only answer the questions she wanted to (not cool). It wasn't till I spoke with a manager that I got true answers to my questions and I felt like, okay hope is not lost for having a good experience. Well my check engine light came on 9/27. I called the warranty number I was provided with to find my information was nowhere in their system. I again had to reach out to a manager and he was able to assist me with options for servicing my check engine light which was resulted in receiving a loaner car and dropping the car off at the over night drop off. Well, I have not seen my car since that evening and its now 10/01. I'm not feeling this experience at all! I had to call 2 times just to get an update which wasn't an update because the person they assigned as my so called advisor has not advised me once. When I did speak with Daniel he lied and stated he would call me back Friday. Here it is Monday and no call to date. I called and Daniel and is on vacation. I then speak to another person they called his partner and he says the car is getting its second test that these things take time. So I asked how much time does it take to run a diagnostic that my car has been there since the previous Thursday. He then stated give him until after lunch and he will find out what the status is (are you serious). I have not been in my "new" car for 2 weeks before there is an issue and this is a certified car.. Not please at all. :/

riricali1995 Oct 1, 2018

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 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

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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