House of Imports

⭐ 1 Star — Extremely disappointing experience and follow-up after the lease I recently leased a Mercedes-Benz from House of Imports, and unfortunately my experience with both the lease process and follow-up after the lease I recently leased a Mercedes-Benz from House of Imports, and unfortunately my experience with both the lease process and the follow-up afterward has been extremely disappointing. I have been purchasing and leasing Mercedes-Benz vehicles for more than 20 years, always expecting a certain level of professionalism and attention to detail. In all those years, I have never experienced as many issues with a Mercedes-Benz dealership and its personnel as I have experienced with House of Imports. My concerns began during the lease negotiation. Before I went to the dealership, Samia Kashani confirmed the lease terms and price with me over the phone. However, once I arrived at the dealership, the price was increased twice. Each time, an explanation was provided for the increase, but from my perspective, the repeated changes to a price that had already been discussed and confirmed over the phone were extremely disappointing and left me feeling that the dealership was attempting to increase the profitability of the transaction at my expense. Unfortunately, the problems did not end after I signed the lease. Since taking delivery of the vehicle, I have encountered two additional document/registration issues that required my attention and follow-up because they were not handled correctly by the dealership or its personnel. The first involved the vehicle's initial mileage being reported incorrectly. This had to be addressed and corrected, creating unnecessary inconvenience after the lease had already been completed. The second, and more serious issue, involves the California DMV. I received a notice from DMV stating that a hold had been placed on my vehicle record because DMV had not received the required REG 397, Application for Registration of New Vehicle. DMV gave a 30-day period for the required documentation to be received. I contacted DMV directly and was specifically told that, because I am the lessee, the REG 397 was not something I was responsible for submitting. I was told that the dealership needed to submit it. I then contacted Samia Kashani, the salesperson who handled my lease, about this issue. She answered my call once, but after that she has repeatedly failed to return my calls or respond to my text messages, despite my continuing attempts to reach her. This is not a minor issue. DMV has placed a hold on my vehicle record and has given a 30-day deadline. I understand that paperwork mistakes can happen, but what I find unacceptable is the repeated need for me to identify and correct dealership-related issues, followed by a lack of communication and follow-through when I ask for assistance. What makes this especially disappointing is that I have been a Mercedes-Benz customer for more than 20 years. I have purchased and leased multiple Mercedes-Benz vehicles from another dealership during that time, and I have never experienced this number of problems with a single transaction or this level of follow-up. I expected a professional and seamless experience when leasing a Mercedes-Benz. Instead, I have had to deal with repeated paperwork problems, an incorrectly reported initial mileage, a DMV registration hold, and difficulty getting a response from the salesperson after bringing these issues to her attention. My frustration is not simply that mistakes were made. Mistakes can happen. It is the combination of repeated errors, the resulting inconvenience, and the lack of communication and follow-through that has made this experience so disappointing. I hope management at House of Imports takes this feedback seriously and examines how these issues were handled. Customers should not feel that once the lease is signed and the vehicle is delivered, they are left on their own to resolve registration and documentation problems More

Service advisor AH reached out to me to inspect and check issue from the initial Service A performed on June 15. Once I arrived to House Of Imports, I was informed a new survey was emailed to me and that I n issue from the initial Service A performed on June 15. Once I arrived to House Of Imports, I was informed a new survey was emailed to me and that I need to change my original rating from 2-Stars to 5-Stars before they would start any services. I told him I am uncomfortable rating any service prior to the job being done and that I would give a rating after the maintenance was completed. He then stated that this is coming from the “manager”, so I told him I’ll take my car elsewhere because I will not rate a service before hand. After that back and forth, service advisor AH, said they would take of my vehicle. Later that evening, service advisor AH called to inform me that my vehicle had a cracked hose, then proceeded to say they will fix it as soon as I change my survey review. I said I thought we had an understanding before I dropped off my car and left the premises, so now you’re extorting me? He replied that I was extorting him by not changing the 2-stars to 5-stars. I then replied that we have reached an impasse and I will pick up my vehicle in the morning. He did call back about 20 minutes later to say they would fix my vehicle, but due to his previous stance, I lost all trust that any maintenance performed would be of quality standards. And if matters weren’t bad enough, I discovered I was given a falsified diagnostic from the service inspection. I immediately took my vehicle to get serviced elsewhere. My vehicle was fixed within 30 minutes! The mechanic also told me that I didn’t have a cracked hose as stated by AH, that only the clamp was loose. Service Advisor AH severely inconvenienced me for 2 days by using false inspection findings then holding my vehicle hostage in the attempt to coax a change of my initial rating. I am thoroughly appalled and disappointed that an authorized Mercedes-Benz dealership would utilize such bullying and extortion type tactics just to secure a 5-Star survey rating. More