House of Imports Mercedes-Benz

Hello
I am not sure if this email will get back to *** ***The system would not let me respond only close the complaint
I did hear from Mercedes-Benz and the problem has been taken care of
Everything is Ok now with the complaint #***
Wanted to say Thank you very much for
help and everything
But the system would not let me so I am sending this email
*** ***

Review: I found the car that I wanted on Edumunds and it directed me to The House of Imports Mercedes-Benz. After having called the sales representative to have them hold the car and let them know I was interested and willing to make the hour drive to the dealership, I was on my way with an Edmunds Price Promise Guarantee as advertised. Getting to the dealership, I was introduced to the car and went for a test drive. Upon stepping back into the office, I had told the sales representative that I wanted to purchase and showed him the Edmunds Price Promise Guarantee. He took a look and said that he was unable to sell the vehicle at the price as advertised. There was an Edmunds Representative's information at the bottom of the Price Promise which I asked the sales representative to call to clarify, but he refused saying he needed to check with Corporate on Monday since, at the time, it was Saturday. I decided to call myself and the phone number I called was actually the phone number to the dealership and lead me to a sales representative a couple doors down from the one I had been working with. They had me running around in circles! They said it was a mistake and that they had advertised the wrong price. I had driven an hour to get to the dealership and asked them to hold the car for me because I was so sure I was going to purchase. I have been trying to contact someone at Autonation because they own the dealership about the issue, but no one is responding back to me.Desired Settlement: I am requesting that the dealership have another car available with the exact same specifications as the one advertised and honor the Edmunds Price Promise as advertised. I am unable to purchase that exact car because that car has already been sold. Please do what's right and honor your mistake. Mistakes happen, but when it does you need to be held accountable.

I'm absolutely livid, to say the least. I had spoken to [redacted], a sales associate, about leasing the CLA 250 for 36 months. They had the one I wanted in stock, so I drove there to go get it (a 45 minute drive for me). Now, keep in mind I am in a neck brace right now. I was in a car accident, my car was totaled, and my neck is in pain and have to wear a neck brace. That makes driving a little more difficult as it is painful for me to look behind me when switching lanes. I let [redacted] know this, and had him send me his rival quote via text message, and guarantee me that I would have the car on approved credit, of course. He gave me an amazing quote via text, and I drove down. My parents are the ones paying for it as I am still a dependent and a student. [redacted] wrote down the quote on paper when I got there, and had my mother submit a credit application which deemed us qualified for the deal since my parents have excellent credit. We test drove the exact car I was supposed to get (Brian drove it for me since I'm in a neck brace and just didn't want to risk anything in a car that wasn't mine yet) and I was happy with it. The sales manager, [redacted], came over and was obviously upset by the price I was quoted but decided to honor it... After much back and forth. He then leaves and comes back and told me the car had been sold but they were keeping it for me since I was there and had priority. He then comes back and tells me that since my parents live in Florida and I live here, they can't do it since they need to register the vehicle here. I told them that's fine; he can put me on the lease and have my parents as cosigners. He is upset by this, leaves, comes back, and tells me the car has been sold already. It was all very fishy and very clear that they did not want to honor the price that [redacted] had quoted me, even though I was quoted via text, on paper, and they had called my dad and quoted him over the phone. After all this haplened, I'm still sitting at the desk waiting for [redacted] and [redacted] to come back. It was taking a while. I asked [redacted] where they were and was told they left, in a very nonchalant manner. I'm disgusted by what went on today. They had me there for over 5 hours for nothing, and had me drive there in pain for no reason. It was very clear that they didn't want to give me the price that I was quoted on paper, which is why they kept trying to find a reason not to sell it to me. I have all the pictures to prove it.

Review: Hello, I have called the House of Imports Mercedes Benz over 10 times for assistance with updating an address on file to send a gap refund check. Simple request. I called day after day and was transferred to multiple finance voicemails ([redacted], [redacted], [redacted], [redacted]) and never received a call back. I left messages with the receptionist ([redacted], I believe) asking if she can please have someone contact me since it was a time sensitive issue and still, no call back. I called again Monday and was finally transferred to a [redacted] , Finance Manager , who did not apologize for the poor customer service. He could have been a lot friendlier since I am a customer needing assistance. He asked for my email address and rushed me off the phone. After I gave him the updated address and sent the payoff document that I had previously faxed over, I never heard back. I called and left a voicemail and even sent a follow up email asking for the status. I've received no response. I would love some assistance with this issue.Desired Settlement: I would like a written apology for the lack of customer service as well as my refund check issued within 48-72 hrs.

Review: I purchased my vehicle with House of Imports and when the vehicle was sold to me they told me that it had never been in an accident. I ran the car fax report about a month ago and it showed that it had been in one accident. I took it to house of imports and they were in disbelief when they ran it themselves. They said they did not know and that they normally do not sell cars that have been in accidents.Desired Settlement: I fee like I was cheated and lied to, and I would like to get a refund and purchase another car.

Review: On sept 18, I got my tires changed at [redacted] tires in Cerritos, Ca. My car was not leaning it was balanced. After new tires were put on by a technician ,I drove off and my airbags kept engaging. I immediately called and spoke with [redacted] the manager who told me to bring it in. [redacted] agreed the car was leaning and was not leaning prior to the tires. He had one off the mechanics check my airbags and the mechanic stated that the airbags had a small leak. [redacted] told me to take my car to Mercedes dealer and have them diagnose the problem. House of imports confirmed that the airbag was leaking. The manager from [redacted] spoke with [redacted] and asked him if they caused the problem and Mr [redacted] said no it was a coincidence. How would he know when he did not see my car prior to having the tires changed at [redacted]. [redacted] should have never gave him a deceiving answer. After my service B at house of imports. Mr [redacted] proceeded to tell me to buy a new car and get rid of my car. I bought the car from house of imports three years ago and if there cars only last 3 years I don't want another Mercedes. My [redacted] then harassed me six days in a row to trade in my car and demanding me to score him above average in all categories on his survey. He also started pressuring me to sell my car which I bought from house of imports three years ago. I thought as he continue to harass me why would I want to buy another car from house

Of imports when there cars only last 3 years. Mr [redacted] had motives to back me in a corner to force me to sell my car and block [redacted] from covering a repair he stated would cost 1500.00. Mr [redacted] told myself and my husband that by time we pay for multiple repairs we could upgrade the car. He was also very misleading in diagnosing my car and my husband who also work for an automobile manufacture pouting out several lies from Mr [redacted] one being he helped us out by waiving the diagnostic fee when the multi point inspection is included in the service.Desired Settlement: I would like to be refunded for the work I had done at House of import as well as have my air pumps done for free from house of imports if [redacted] decline to fix my car because of what Mr [redacted] chose to tell them.

[redacted] only goal was to get 10 on the survey and to persuasive me to sell a car I bought from house of imports. He was very deceptive to [redacted] representative when he asked Mr [redacted] if they caused the

air bags to leak after placing the tires on my car. He said it was a coincidence. When he did not see my car prior to the tires being on. So he should have never made an assumption to deter [redacted] for paying for damages they caused on my car. The right answer from [redacted] should have said that is hard to tell I did not see the car prior to the tires I only seen the car after the tires were placed and it is leaning to the left and have a small leak. [redacted] at [redacted] also said that [redacted] told him the problem was in the engine when the report says air suspension.

Review: Working with the sales manager [redacted] telling me that they sent a payoff to my previous bank to pay off my vehicle in the amount of $13,800.. After I called my previous bank to get my refund they told me that the new car company (House of imports) Sent a payoff of 1600 less so that I will not be getting my refund of $2,300 since they had to put that towards my balance and also that house of imports was 2 weeks in sending my the payoff so interest was added and also accrued in a month late on my credit report dropping my score 20 points. I've tried to contact a manager of some sort and no one will return my calls. I received the payoff from my previous bank and they are showing the check that was sent by the new company of only $12,198.00 On my contract it is showing they were paying off the $13,800.00. they are doing some shady stuff over there..Desired Settlement: Since I will not be getting the refund from my previous bank I would like the difference from my contract and the payoff that was actually sent in. I would like that difference refunded to me.

Contract payoff - $13,800.00

Actual Payoff sent in - $12,198.00

Refund of $1,602.00 sent to me

Review: I went in to test drive a CLA 250 with [redacted] we test drove the vehicle and started negotiating the down payment for leasing the vehicle they ran my credit asked me about a pervious open auto loan I had opened which was from my previous vehicle that was a total loss I explained to [redacted] about the open loan that appeared on my credit. I also asked them is that going to be a issue because I could wait to purchase the vehicle [redacted] said no and went back to let the finance and sales manager know what we discussed. They made me purchase auto insurance for the vehicle rite there I didn't want to because I wasn't sure I was going to get the vehicle so as I expressed that to [redacted] he said no your taking the car we just need you to get the insurance so I did. I did the lease contract with [redacted] and drove off with my car on March 21st 2015. I went to have the windows tinted that Monday. I received a alert from credit karma stating I had four new hard inquiries on my credit that Tuesday I didn't think much of it. A week later on Sunday [redacted] in the finance dept calls and says he can't get me financed and I would have to have a cobuyer or return the car in the mean time he would see wat he could do. I spoke to [redacted] again on Monday he said it seemed like they wasn't approving me because of my current open auto loan which they were fully aware of before they let me drive off with that car. So I got a certified letter on Tuesday demanding the vehicle back like I was the one withholding the car. I left work early and took the car back with the letter they came up with excuse after excuse until I jus got fed up with it and told them I did not have a cobuyer so they made me sign release forms and denied to refund me of my tint for the vehicle.Desired Settlement: I would like to be refunded for the tint I hold them liable for losing out on $120 for the tint and the insurance premium policy obtained for the car of $84 due to them letting me leave off the lot thinking I had obtained a new vehicle. Also, I would like to make sure this does not never happen to anyone else because I have experienced depression and pure sadness since this incident happened.

Review: I made a purchase with the House of Imports on July 28, 2014 for a 2009 Mercedes-Benz C300, upon purchase I had a 60-day warranty included. On September 22, 2014 I took my car to a Independent mechanic for a diagnostic. Furthermore the mechanic told me that my front brakes were found at 3MM, there was a plug in my front right tire, and nevertheless my rear shocks were leaking. He then takes me to view the shocks and points out to me the dried oil where the leak is coming from. I then call the House of Imports on September 23, 2014 and was assisted by a service consultant by the name of, [redacted], I told him I had a 60-day warranty he then told me I can bring my car down. I took my car down to the business a couple hours later, upon my arrival I was further assisted by [redacted], who asked me what my concerns were, I told him what my mechanic seen and also gave him a paper of the diagnostic. I received a call from [redacted], on September 25, 2014 he gives me a update to tell me that my shocks were not leaking, in contrast I explain to him that I seen the problem myself and so did the mechanic, [redacted] continues to claim that there was nothing wrong with my shocks. I then receive another call on September 26, 2014 from [redacted], he explains to me that my right tire was replaced, and my front brakes were also replaced but there was no problem with my shocks, I was told my car was ready for pick up by September 29, 2014. Before the conversation came to a close he asked if I would be interested in looking at the shock again because they didn't see anything wrong. On September 29, 2014 I went to House of Imports, [redacted] leads me to the mechanic area, where my car was and ask me to point out the leak. I then point out where the leak is and explained to him what I was looking at as well as what the mechanic also seen. He then stated that he disagrees & will not fix it. This business has refuse to fix a problem (Leaking rear shocks) with my vehicle that was covered in my warranty.Desired Settlement: Repair/ or Repair cost

Review: I purchased a car from House of Imports. They offered the extended warranty on the car and I purchased it. The extended warranty was issued by National Auto Care - Contract number [redacted]. I then traded in my car on Sunday 3/29/15 and on Monday 3/30/15 I went in to the House of Imports and requested the cancelled form for the extended warranty. I was provided the form and was informed that I need to send this over to National Auto Care as soon as I got my paid in full letter from [redacted] (lender for the auto loan). I received the letter from [redacted] on 4/1315 and I faxed all the forms to National Auto Care. On 4/21/15, National Auto Care processed and mailed the pro - rated refund to House of Imports. I called National Auto Care and they informed me this was already handled and the check had been issued. They also informed me that House of Imports only had 21 days to cash the check or they would cancel it. After multiple attempts to contact someone at House of Imports regarding the status, I finally get in touch with [redacted] at House of Imports on 5/11/15 and get told I submitted the wrong from. Even though I have confirmed multiple times with National Auto Care that the warranty was cancelled and the check was issued. Please have someone issue us the check as soon as possible. After researching online, this is not the first time they do this to customers. House of Imports should have better customer service and they should train their employees and what forms are required for certain products.Desired Settlement: House of Imports need to issue my refund within 3 days.

Review: I went to lease 20014 E350 Benz. I was told I could leave them a check of 2000 they would cash The check "Oct 10th 20014. That was the deal. I gave them the check and then they said the check could not be Vera died so could I leave a credit card. I told them I could but they couldo not charget t until Oct 10TH 2014. They agreeed. On Sept 29 they chargedon't the card.They lied about the agreement we had to buy the car. My bank account have 200.00 overdraft feesI would like for them to refund thsee fees that they caused me 200.0Desired Settlement: 200.00

Consumer

Response:

Hello

Review: I purchased a 2013 GLK on 5/20/2013. Sales representative has talked me into purchasing a wheel and tire protection plan. The sales has verbally told me that it will cover wire and tear which I could bring in my car back to him and he will take care of the change of tires when it needs to be changed. I recently learned from another dealer that the plan doesn't cover wear and tear but only road hassle. I tried to contact back the sales associate who has already left the company; I tried to contact the manager of the center but never received call back.Desired Settlement: I paid $1,600 for the wheel & tire protection and was misrepresented about its coverage. I would like to cancel the contract and receive a full refund.

Review: Took my car for a DIAGNOSTIC and received inadequate information.Came back and once I questioned the service adviser I was asked to leave.

I have a 2007 mercedes cls 550 that I bought from another dealership. I took my car to the house of imports on 4/15/13 for an oil change. I also asked for a multi-point inspection which was free. The service advisor ([redacted]) was very helpful and informative. Based on the work order for the car, tires were checked and they recommended I replace them. The cam plugs and centrifuge oil cover were leaking oil. Recommended replacement. They also said the transmission has a whine noise coming from the transmission pump/ torque converter. They recommended removing the transmission and tearing it down for inspection. They also recommended air filter replacement and brake fluid flush. And also recommended to replace the spark plugs. Needless to say I appreciated the very informative "free" information I recieved regarding my vehicle. I took the vehicle home as it was and left only with an oil change and filter change. By my next visit I had already had the front brakes, spark plugs(done a week prior to second visit), air filters, cam plugs and centrifuge oil cover repaired and replaced with genuine parts from house of imports. But my car loss power on 7/17/13 so I had it towed to house of imports. I was rushing to work so I stopped home and got one of my other cars(BMW 740il). I left the key with the attendant and filled out the after hours drop off from since I was in a rush and didn't have time to talk to a service advisor in person. I specifically wrote "DIAGNOSTIC" on the form in regards to services to be rendered. The next day I spoke to a service advisor named [redacted] and he said my alternator was basically failing(overcharging the battery or what not). He also recommended I change the battery. I paid the $315.00 for the diagnostic and thought wow really? So no more transmission whine? No brake fluid flush? Car must have magically fixed itself! So I took the car somewhere else and had the alternator and battery replaced with oem parts. All was well until 7/20/12 when I noticed the vehicle was very low on the drivers front wheel. Obviously an airmatic issue. So I went to house of imports and talked to the service advisor [redacted] about the situation. I felt like house of imports did not do a very thorough "DIAGNOSTIC". I asked if the car was actually visually inspected at all. And I also asked why my previous paperwork states I have a transmission whining issue but my new paperwork from the "DIAGNOSTIC" I paid $315.00 for says nothing of the sort. The service advisor [redacted] did not answer my questions. He said" You brought the car in to see why it was not running and we diagnosed that". I asked him what a "DIAGNOSTIC" actually consist of? Again no answer. He printed up the Initial quick test log paperwork for my car and showed me that the computer didn't detect any issues with the airmatic system. I saw the paperwork and understood the fact that the star diagnostic system did not see any faults. But again I asked, "what does a DIAGNOSTIC consist of"? Because when BMW (next door) does a diagnostic on my 740 they tell me every issue that pertains to the car. From a leaky valve gasket to a nail in a tire. The service advisor [redacted] did not answer any of my questions. He got frustrated and asked me what I would like for him to do. I told him I would like an actual "thorough DIAGNOSTIC" to be completed on my car. In regards to the airmatic issue I honestly already had the problem diagnosed and the car is being repaired. But who wants to pay $315.00 for a half done job when you can get better advise for free? Long story short, the service advisor [redacted] said he could no longer deal with me and told me to leave his office. I am a 30 year old african american male and honestly think my nationality may have played a role in the service advisers decision making. Feeling very disrespected and cheated along with humiliated, I said a few obscenities and left the office. So did [redacted]. I asked him if I could speakDesired Settlement: See Complaint Text

Business

Response:

The House of Imports resolved and settled this complaint with Mr. [redacted] as follows:

The House of Imports, in the Spirit of Customer Satisfaction", with no admission of wrongdoing and/or mishandling of Mr. [redacted]s vehicle, refunded all monies paid for "Services" to Mr. [redacted]. In addition, Mr. [redacted] was provided a "Full Detail" on his vehicle, compliments of The House of Imports. Mr. [redacted] accepted the aforementioned as full resolution to the concerns presented. If further information is needed, please feel free to contact, me directly.

Thank you,

Guest Services Manager

House of Imports Mercedes-Benz

Direct: ###-###-####

Fax: ###-###-####

[redacted]@autonation.com

“The Best or Nothing:”

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. [redacted] did take care of the problem in true professional fashion. She definitely made up for the horrible service provided to me by the previous service advisers I dealt with. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: House of Imports, Mercedes Benz presented an offer and later reneged on its offer.Dealer made false representations and deceptive sales practice.

I called House of Imports, Buena Park, last evening and negotiated a lease on a Mercedes 2014 E350 with P1, Keyless Go and Lane Tracking. This transaction also would have taken in as a trade, a new 2014 Lexus GS 350 with 160 miles and pay off lease balance of $47,398.48. The terms of the new lease were, monthly payment of $450.00 or less, zero drive-off, 27 month lease with 10K miles/yr. [redacted], the manager on duty agreed to my offer provided I came down to House of Imports to take delivery of the new vehicle and drop off my trade. Reluctantly, I agreed as my practice is to have the dealer's representative or driver deliver the new vehicle, collect the trade, obtain the wet signature on the paperwork and return all to the dealership. Of course, first I have dealership get approval of the lease from [redacted]. In this case, [redacted] insisted that he would offer the lower price only if I came to the dealership. I agreed to [redacted]'s term. Subsequently, [redacted] reneged on his promise by refusing to honor the price. I complaint to the GM, [redacted]. Thus far, [redacted] has not yet agreed to honor the deal.

I would appreciate your review and appropriate action on this matter. At very lease, the dealer ought to honor an agreement made by of its team member. Thank you.Desired Settlement: Fulfill the original agreement or negotiate a comparable deal.

Review: I recently purchased a tire and wheel warranty and was told that it covered cosmetic damages. I was told after purchase that my coverage does not cover what the dealership explained that I was supposed to cover. Problem is they sold me the incorrect package or they have false advertisement and the do not know what they are selling. The dealership refuses do give me copy of the contact. I have email that show I have requested the contact and also emails that say I should be covered for cosmetic damage.Desired Settlement: I would like the correct package added to my account. Tire and wheel first class plus which covers the cosmetic damage. Or I would like a refund of the entire tire package. I do not want the package with it doesn't cover cosmetics. Best result would be to add the Tire wheel Plus package to my vehicle.

This has got to be one of the worst dealerships I have ever purchased a vehicle from. To label them DOUCHE BAGS would be an understatement. They have a D- rating with Revdex.com and now I know why. If I am correct it is California law to have a window sticker on the car at delivery. Not only was the window sticker not on the car they have refused to get me the original or order a new one. It has been almost 3 months now and I am not even sure if I got the right vehicle or paid the right price based on options on the vehicle. They have done nothing but lie every time I call or email. If they lie over something this little I wonder how many other lies did I not catch. Do yourself a favor avoid this dealership at all costs they are SS who give Mercedes Benz a bad rap!! I have launched an investigation into this with the DMV

Review: I bought a warranty service from this dealership for my car. It was a refundable warranty and because it wasn't really covering anything that I needed it to, I requested a refund back in January 2015. The sales representative confirmed that he would process the refund request and informed that the whole process takes 3-4 weeks.

I've tried to reach the dealership on NUMEROUS occasions over the last four months and even went there in person to check on the status of the refund (for an amount upwards of $6400). I've contacted the sales representative who sold me the warranty product many times, his manager, and even the general manager of this dealership. I've left messages and emails. No one has responded to any of these and now it has been 4 months.

This dealership is simply not refunding my money for a shoddy warranty service they sold me. There seems to be no recourse as no one from the dealership is responding.Desired Settlement: This dealership needs to refund my money. The warranty product in question is so shoddy that the sales representative himself said he would stop selling this particular product; and that yes, I am definitely entitled to my refund. However, after that initial conversation, nothing has gone through.

Totally unacceptable for a luxury car dealership, especially given that I'd been their customer for close to 10 years.