Luxury Haus of Leonia

Purchased a car from these guys on April 4th, but only now I'm able to leave a review letting others know about my horrible experience. In my lifetime this is the first time I had to deal with the worse [redacted] in the car selling business!
At first I almost walked out the door because they wanted almost 11k in taxes and fees. I understand the taxes but 4-5k on stupid fees is unheard of. They force you to buy anti-theft, etch and stuff that is already part of the car. Salesmen tells me we already did all that to the car so you have to buy it. Anyway, on my way out the door we agree on a deal since I loved the car, so we agreed on 7k of taxes and fees. Now as I drive home I get alerts for oil service and TPMS which was something they told me they would fix after my test drive. Also a spare key was promised but could not be found after my purchase.
Since I'm out of state, the very next day I took the car to my local dealer for a checkup and found a leak in the transmission line, missing tpms in the tires, needed oil change, alignment, etc ... Basically these guys didn't do any maintenance to the car. By the time I got done fixing everything, my total was over $800. These are all things that should have been done as part of the $1800 Prep fee they charged me but didn't do. I called, emailed so many times and was always given run around. Multiple times telling me to drive to their shop so they can look at the car, but when you live 2hrs away I would have to take a full day out of work for nothing. They tell me I have to pay for the parts and they would do free labor. All I wanted was for them to refund my dealer repair costs, but instead these [redacted] are telling me that now I owe them over $700 in taxes because when they calculated my taxes they made a mistake and now I have to pay the difference. After my temporary plates expired they refused to send me my plates until I pay the 700 in taxes. Not only they refused to refund me for the repairs but they wanted more money. Finally after 2 weeks with expired plates, some lady felt sorry for me and decided to send me my plates, registration and the missing spare key. Words can't even describe the pain and stress they put me trough in 2 months of back and forth. You have been warned so now you know what to expect! To the dealer, please don't reply with your pre-scripted message since you clearly know you do this to every customer you get. Reading all these other comments I see everyone goes through this same process. Shame on you!

In response to Mr. [redacted] complaint I send the customer a letter confirming theagreement between The Luxury Haus and himself in which it was agreed upon thata check will be issued for the difference of what his vehicle repairs would be not toexceed $5,000 and the balance Mr. [redacted] owes on his down...

payment which is$3,500. Also we contacted the state of Maryland's DMV Dept. and we were able to getMr. [redacted] a 30 day extended temp tag which was being overnighted via our Fed Exaccount, this will give him time to inspect his vehicle and get his permanent plates.

Good afternoon Revdex.com,
I would like to notify youComplaint [redacted] has been resolved; The Luxury Haus and I were able to come to an amicable resolution regarding the...

tire problem.  Should you require anything further to close out this complaint, please let me know. Thank you.

In Respond to Mr. [redacted]’s complaint in our system it reflects that he gave a down payment of $3778.00 therefore his copy of...

the contract will reflect the same as it is printed from the information we have on file. If Mr. [redacted] has any questions regarding his contract he should contact the general manager at the store he purchased his vehicle, his name is Paul [redacted] and he can be contacted at [redacted]

BUYER BEWARE! I would have sent this complaint a lot sooner, but I was concerned that if I sent this prior to getting my plates that I would not get them at all. Don’t let the nice shiny cars blind you! My husband and I purchased a vehicle from Luxury Haus on July 26, 2016. My husband had been going back and forth with our salesman letting him know the vehicle we were interested in seeing and coordinating a time that we could come see the car. Because we live in a different state I wanted to make sure everything was set up before I got there. When I got to the dealership the car I had planned on looking at the vehicle we had planned on looking at, but the salesman told us it was making a noise. Instead of calling us prior to my arrival, he informed us when I got there. Immediately I had a bad feeling. He showed me a similar car but the miles were a little higher than I wanted and it had emblems on it that were stating it was something it wasn’t. I looked on the website and had picked a different car I was interested in. While I was on the test drive I noticed a shake while driving the car. When we got back to the dealership the salesman had showed me a bubble in the tire. He said he was going to get the tire fixed and he would be back. He left my family there at the dealership for 2 hours. Nobody checked on us or asked if we were ok or even if we need something to drink. They had taken my car keys because I was trading it in or we would have left. The finance guy came up to us and told us he had the paperwork ready when I had told our salesman that I wasn’t doing any paperwork until I drove the car again and I wanted to drive a different car first. When he got back from changing the tire he asked for my insurance card and I had given it to him. He called them and ended up taking my car off and adding the new car, without my permission. I kept telling him I wanted to drive the other car and he said he needed to do this for the test drive. After being at the dealership for 6 hours, my whole family was very tired and very frustrated. I drove the car again and it seemed fine. On the drive home, I noticed the shake again. The next morning I had sent a text message to our salesman and told him what I had experienced on the drive home. He told me that the car had a bent rim and that I would have to drive it back to New Jersey. Why he would put new tires on a car without fixing the rim first? I also told him that when I was paying a toll I noticed that something was grinding like the rotors needed replaced. Two alerts had popped up. One saying ‘Frontal Collision Warning System Inative-Consult Service Center and ‘Front Camera Malfunction-Consult Service Center. He had advised me that I needed to contact BMW regarding the rotors and warnings. Should this be their issue since I had the car less than 24 hours? On Saturday July 30, 2016 I sent him another text message asking if he had set anything up. He replied that he would arrange something for Monday. I sent him a text message Monday morning asking the status and he asked if I could take it to a tire place that is near me. He ended up speaking with [redacted] at [redacted]. ([redacted]) I took the car there right away because I had noticed another visible bubble in the tire. While I was there they took all tires and rims off and put them on a machine. He told me and showed me that the car had 3 bent rims and that one of the tires needed to be replaced. I asked him to call the salesman and explain it to him. [redacted] had called the salesman and told him what they had found and that he could have the rims fixed and a tire ordered to come in on Friday. The salesman agreed and I scheduled an appointment to come in at 7:45 am on August 5,, 2016. The night before I spoke with my salesman and confirmed everything was ok and he told me that it was and asked what time I was going to be there. In the time that I was at the tire shop, they noticed the back tire needed replaced due to damage done by the bent rim. [redacted] spoke with my salesman and told him what they had found. At first he said he wasn’t going to cover it but [redacted] told him he needed to speak to me regarding it. The salesman told [redacted] that he was going to do the right thing and after going back and forth, he agreed to pay for the tire and told [redacted] to order the tire and he would send him payment on it once he got the tire in. I sat at [redacted] for 6 hours waiting for them to send the payment on the rims and the 1 tire so I could leave. I sent text messages to the salesman and [redacted] had tried calling him and he kept getting the run around. [redacted] even gave the salesman his own personal cell phone number so he could contact him with no issues. I was so upset that I called my husband and he called the dealership and asked to speak with the manager. He was on hold for a very long time to speak with Jonathan. My husband sent me a text message and said he couldn’t wait on hold any longer because he had to go to a meeting and asked if I would call back. I called and spoke with Jonathan and shortly after, the payment was received by the tire shop and I was able to leave. On Monday, August 8, 2016 [redacted] called me and said he has been in touch with the salesman and he still had not received payment for the tire but the tire had arrived and once he received the payment I could come in. The salesman told [redacted] that he would fax it shortly. [redacted] told me that he would be in contact with me and once he heard back from him he would let me know right away. Tuesday came around and I still did not hear anything. [redacted] called me again and said he still hasn’t heard anything back. He said he had spoken with the salesman again and he would fax it back that he was waiting for the controller. Finally I was fed up. I called the dealership and asked to speak with Jonathan, again. I was placed on hold for 25 minutes. Jonathan got on the line and said he a customer in front of him. When he put me on hold he disconnected me. I called back right away and a female answered and said to hold. I was on hold for over 35 minutes. I couldn’t wait any longer. I hung up and called back, again. Somebody would pick up the phone and place me on hold right away. I would call back again and somebody wouldn’t even answer the phone they would just pick up and hang right up which tells me that they have caller id and knew it was me because of the out-of-state area code. Finally another lady answered and I begged her to help me. She got Jonathan on the line and Jonathan told me that they were not going to cover the tire. After they told the tire place they would and to order the tire. After reading the reviews on Luxury Haus, my husband became very worried that we wouldn’t get our plates along with our spare key that was promised. On August 10, 2016 I called the salesman asking when I would be expecting my plates since they expire next week. When I spoke with him he realized that the check was cancelled for the down payment. I told the salesman that once they received my plates and my spare key together I would drive to New Jersey and pick it up and give them the down payment. I explained to him that I no longer had any trust in him nor the dealership. The salesman asked if he could call me back and when he called me back he said they would cover the last tire but he needed the down payment. I told him again what I wanted to do in regards to getting my plates. I told him that I have already missed 3 days of work and was unable to miss any more time. After being through this nightmare, I carefully went through the paperwork. Everything was very rushed and basically I was just told where to sign so it was my fault that I didn’t make sure I fully understood everything prior to signing. We were told by the finance guy that GAP insurance would be “included for free” and after reviewing my paperwork I was charged $850. This GAP was something optional and I wouldn’t have got it through the dealership. Also I was charged over $9500 in other warranties and fees that I said was something I had to get. I do not want it and never received any paperwork or information regarding this. When you look at the paperwork they just take everything onto the price of the car without itemizing it. On August 20, 2016 I had to drive all the way to New Jersey to receive my plates, spare key and to obtain the paperwork on all the “extra” stuff that was added to my loan. When I got there noting was ready, of course. I had to ask again regarding the paperwork. The finance guy told me that he was “adding more time” and made me sign it again. I asked him why he couldn’t give me my paperwork I had already signed and he said since he added more years to it that I would need to resign. Because I totally lost all trust in this dealership, I kept all text messages and recorded every phone call along with all the times I was on hold and on the phone. It said when you have to do all this but obviously customers and the safety of the costumer is not a priority with this dealership. If these cars were properly inspected then this whole situation could have been prevented. Because of their negligence and letting me drive home with an unsafe vehicle, my family and I could have been severely injured and possibly killed. Poor service, poor costumer services...how is this place still able to stay in business? Save yourself some time, money and energy.

Please be advised The Luxury Haus of Linden is in receipt of...

complaint ID [redacted], in reference to customer [redacted].Please accept this dispute, for this complaint is only fraudulent and deceitful.
Ms. [redacted] was indeed fully explained in great detail everything in reference to purchasing the vehicle of her choice.
Along with the choice of Ms. [redacted], a contract was accepted and signed after full detail of any and all charges.
After the completion of the signed contract, she was not in agreement with the additional charges for the motor vehicle fees and taxes.
It was explain to [redacted] several times this would be added to the agreed upon final negotiated price.
With the acceptance of this, she still signed the contract and was very well aware of the bank that was accepting of her application of a loan.
Alpher Bank was the bank that did accept her loan.  After all was said and done, [redacted] was going to pick up her new purchase, loan approved vehicle the following day.
The dealership was contacted by [redacted] days after stating she might have wanted to use a trade, after the contract had already been sent to the bank.
It was also explained in detail, after so many hours of a contract being signed it has to go to the bank.
The newly purchased vehicle was never picked up, it was abandoned on the company premises and she refuses to answer any calls.
After almost two weeks, she finally had communication with The Luxury Haus of Linden and refused to accept the terms.
Only demands from [redacted] for her deposit refund were requested. It was explained once again that our dealership had to flat cancel the deal and once this was completed she would be refunded.
The Luxury Haus sets very high standards for our customers with the upmost respect for our customers, customer service and customer satisfaction.
We do our best to have every customer walk away with a smile, not only on their faces but in their hearts. Unfortunately once in a while we have clients who fabricate the truth.
Thank you in advance for your assistance regarding this matter.
Please do not hesitate to contact me if any further information is needed.

In respond to Mrs. [redacted] complaint I had our finance manager from [redacted] & [redacted] reach out to her in which he made an appointment for her to come to the store to resolve the warranty issue.
On December 21, 2015 Mr. & Mrs. [redacted] signed up with Five Star...

Warranty Solutions the warranty offers 3 yrs or 36,000 bumper to bumper coverage. The warranty is under her husband's name Mr. [redacted].I believe this complain was resolved to the customer's satisfaction.
Thank you in advance for your immediate attention to the above matter.
 
Sincerely,
[redacted]

In response to Mr. [redacted] rejection the estimate that he submitted from Jaguar Land Rover in Clarksville, MD  with this rejection, I have not seen this document until today and I do not see anywhere on the document the amount of $7,200 the customer is
referring to. Attached please find the document originally submitted by the customer in which the repairs would be $4,657.06 which he used this document as reference in his original complain to Revdex.com where he stated he would settle if we would
deduct the $3,500 he still owes on his down payment from the repair bill he acquired from Independent Land Rover Specialist in Chevy Chase, MD and for The Luxury Haus to mail him a check for the difference. The attached bill or estimate is what the
agreement between Mr. [redacted] and The Luxury Haus was based upon.
Thank you in advance for your immediate attention to the above matter.
 
[redacted]

Business Response to a Complaint
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Complaint ID#:


[redacted]


Company Name:


The Luxury Haus


Company Contact:


[redacted]


Company Phone:


###-###-####


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
The customer has been provided with their Motor Vehicle Registration, our Tag agency sent their home on 8/18/14
Sent on: 8/18/2014 5:21:04 PM
Sent by: [redacted]

To Whom it may concern;We did respond back after we assisted this client.  You should receive a letter explaining our actions to this customers complaint.We did address her issues and we delivered her plates to her.We worked everything out with her to the best of our...

abilities and apologized for any inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,