House of Imports

I usually don’t write reviews unless the service is either beyond excellent or utterly poor. I purchased a vehicle from house of imports Mercedes benz and all I can say is how poor the service is. At either beyond excellent or utterly poor. I purchased a vehicle from house of imports Mercedes benz and all I can say is how poor the service is. At first, they were friendly and very responsive so I made a deal with them on a Alfa Romeo they had. I purchase a lot of cars and I’ve never had to deal with such unprofessionals. First, the finance lady ran my credit 50 times even when I told them I’m going to use my own bank. Second, they’ll try to sell a bunch of garbage during the finance process which I had to decline on more than one occasion. When I state I am not interested, it means I am not interested in whatever you’re trying to sell. Just FYI, the extended warranty they were trying to sell was more expensive than the factory warranty that you can get through Mopar. As soon as the papers were signed, I went to pickup the vehicle and my sales person (Louay Awad) hands me a single key. I asked him where the second key was and he stated the car only comes with one. This information would be great for your customers to know before hand and not try to rip them off. Louay stated that used vehicles do not need to come with both keys unless they are a benz. I somewhat agree with him; however, if it was never discussed, the dealership should make it right and pay for the replacement. He stated that he was going to get in touch with the previous owner and see if he can get the key back. This made no sense because the car was bought at auction so there’s no way to track down the previous owner hence another lie. Once I told him that, he said he will go and do his research. A few days later I spoke with the sales manager and he stated the same bs but also stated that the cars were priced to account for these issues. He was said he would get back to me about 2 weeks ago since he was going to do his research but I haven’t heard back yet. Having purchased more than 30 cars within the past few years including a few exotics, I can easily say this purchase was the worst hands down. Save yourself the hassle and look elsewhere and don’t let the somewhat high class act fool you. Just browsing through their inventory, all of their Mercedes Benz were marked up. Some as much as $75k which no one with half a brain should ever buy. They have great reviews on facebook and google but their yelp has the true reviews. They have two separate yelp pages which I’m assuming is because they have a lower rating on one of them. Do your research and you’ll thank me later More

This is a follow-up comment. Kevin finally emailed me back about the cancellation request I made almost 4 weeks ago. He wasn't that much help during the call when I request that my warranty refund be is back about the cancellation request I made almost 4 weeks ago. He wasn't that much help during the call when I request that my warranty refund be issued to me. He wrote in his email that the refund money will be sent to my account with the lienholder. He reviewed my file when I submitted my request for extended warranty cancellation and, I was shocked that he didn't know that I financed through MB Financial Service (MBFS). and defer me to clear that up with MBFS. I called MBFS for their assistance and was told that they have no record of the dealer's request for cancellations and patched me to the nice lady at MBUSA, Teresa at ext 2094 who called the dealership and follow-up with them on my behalf since she couldn't locate the request for extended warranty cancellation in her system. Kevin could have done these follow-up on my behalf but chose not to do it. He lied to me when he told me that my 5/5/21's request has been processed. I will never ever do business with this dealership or any AutoNation dealership again. My sales rep, Awad, and his Sales Manager were excellent. I turndown giving my business to MBZ of Ontario which I have an excellent relationship in the past. It's too bad that the dealership did not train their finance guy how to take care of their customer. More

I have a similar experience to one of the readers that request the prepaid service plan warranty and extended warranty. Completed my request for refund on 5/5/2021 and did not get any reply from one of t request the prepaid service plan warranty and extended warranty. Completed my request for refund on 5/5/2021 and did not get any reply from one of the finance manager, Kevin. I cc: my email (request for cancellation of the prepaid warranty) to all other finance managers. On 5/25/2021, I sent another email to Kevin and cc: other finance managers for an update on my request and politely asked Kevin to acknowledge my inquiry. After 2 days, still have not heard a word from them. They must be too busy selling luxury cars during Covid 19. Nevertheless, it's inexcusable for the House of Imports (A dealer of AutoNation) not to give me a courtesy update on my request. I will try to contact their General Manager next week if I don't hear from them by tomorrow. Really disappointed. The salesman and the sales manager I dealt with are truly professional and helpful. Their Finance Department is not as helpful as the Sales Dept. I chose to purchase my car there instead of Fletcher Jones in Newport Beach or their sister dealership, MBZ Ontario, because of the salesman and how he treated me over the phone. I would not make that mistake again. Auto Nations need to train their staff on how to handle customers after the sale. More

This is like déjà vu I should’ve read the reviews the used car department is a freaking joke. These guys are like kids Stead of being professional like a man calling you and saying no I can’t do this so used car department is a freaking joke. These guys are like kids Stead of being professional like a man calling you and saying no I can’t do this so yes I could do that they will ditch and dodge you, come up with every excuse in the book why things are not going as planned when you’re buying 100,000+ vehicle you expect professionals to give you straight answers. If you’re going to do business with these guys bringing your own bank loan that’s what I did they wasn’t happy about it at all make sure any car you buy from them is pre-certified. They will try to sell you a limit they’ll try to sell you anything that’s not working properly they don’t care if you come back and complain because they will just ignore you. Take my advice get a independent mechanic to check the vehicle and use your own bank loan they will try everything in their power to get you to use their bank don’t fall for it More

Prior to selling a vehicle on May 17, 2021 that I Initially purchased from House of Imports December 19, 2018, November 23, 2020 I had previously requested cancellation of extended warranty by contac Initially purchased from House of Imports December 19, 2018, November 23, 2020 I had previously requested cancellation of extended warranty by contacting Omar Qudah, Finance Manager directly. He sent me the form to sign and I returned it to him signed right away. He never responded to my inquiry for follow up and the cancellation still has not been processed 6 months later. I contacted Customer Service through their website’s online chat to file a complaint about this problem and also again through a different channel request cancellation of the warranty. Now I still need the extended warranty cancelled - I sold the vehicle to another dealer as a part of a trade-in on May 17, 2021. 2+ years ago I also had a similar problem with Lebanon Alamadinne, Finance Manager with the same subject - my request to cancel a warranty on the same vehicle. It took me a series of phone calls and emails and more phone calls over a period of over 6+ months for him to ever respond to my inquiry and return communication. I have spoken to over three dealerships to get their advice in what to do. They all have said my request is such a simple one that only takes 10 minutes to process so they like me are perplexed as to why House of Imports would make this so difficult for their customers. More

Last year I lost the key to our car. My husband had his key and since we each drive separate cars we were in no hurry to replace it. With all the uncertainty with COVID we thought it best to go ahead a get key and since we each drive separate cars we were in no hurry to replace it. With all the uncertainty with COVID we thought it best to go ahead a get a replacement. I did a little research I found out it could cost up to $500!! Yikes!! Nevertheless we agreed it was needed. My husband comes home and I almost fainted!! They charged us over $700!!!! What a rip off!!! Guess where I will NOT be going when I buy a new car this summer!!! More

This dealership is the worst. Ronelle, the sales person, was ridiculous! She had no customer service at all, rude, raised her voice and was so disrespectful. She is so fake, when you buy a car, she acts hel was ridiculous! She had no customer service at all, rude, raised her voice and was so disrespectful. She is so fake, when you buy a car, she acts helpful but when we turn in the lease, she treat us like crap when we alteady bought 4 cars from this dealer! Rude, not helpful at all. To top it off, this dealer nobody wore mask!!!!!! Ridiculous. There is a pandemic going on. And the valey guy Gio , high school kid, was so immature and unprofessional. Could not even take off my plates from the car. Claimed that he did not have the '' tool'' to take the plates off & demanded me to take it somewhere else to get the plates off, at the end of the day, you lost MY FAMILY as a customer. Do not go to this place. No customer service what so ever and they hire ridiculous people, with no education and no etiquette. Avoid at all cost. Ronelle can not even handle the problem and pointed at me, scolded at mr and belittled me in front of other people. Spoke to a higher up to handle my situation. I will never go back. More

Not a great dealership. We were waiting for a SUV to come in that we had ordered over the summer with House of Imports for months and the day it came in it got sold to someone else without notifying us car h in that we had ordered over the summer with House of Imports for months and the day it came in it got sold to someone else without notifying us car had been received by the dealership. Called the week when it was supposed to be in they said sorry we sold the car by mistake to someone else. Very heartbreaking to wait for months for nothing. More

Bill Chow is the rudest service advisor we have ever met. He likes to belittle people, no room from him where customer service is involved. He yelled at us for losing our key and said that, now he will have He likes to belittle people, no room from him where customer service is involved. He yelled at us for losing our key and said that, now he will have a whole bunch of paperwork to do. Before coming in I called and they checked with my VIN, I was told that the key is 470 and programing will be 1 hour. When we dropped off the car I had to take a phone call and when I looked at the paperwork it had an estimated $1000 charge, I went back the next day and spoke to Tom(I think service manager, but there was no title on his glass bowl). He called Bill and asked him why the estimate was so high, he said the replacement should be parts and no more than 1.5 hours in labor. Bill said that he put that down as an estimate only. When we received the car back we were charged 844.88. I called 2 other Mercedes dealers to get a quote and both were 500-600. It's not the money as much is the feeling of someone taking advantage of you. House of imports is closest to me but I will make an effort to never give them any of our family business even if I have to drive much further. More

Bill Chow is probably the rudest, most pompous, dishonest, unscrupulous, and snide service advisor I’ve ever met! He made a misrepresentation about the type of service I was getting for my car and dishonest, unscrupulous, and snide service advisor I’ve ever met! He made a misrepresentation about the type of service I was getting for my car and falsely claimed that service B “did NOT include brake fluid replacement.” I ended up talking with one of the managers who confirmed that I was entitled to getting the FULL B service including the brake fluid replacement. Bill Chow had an absolutely terrible, condescending attitude. The guy obviously despises his job! He went to great lengths to intentionally falsify my email to prevent me from giving him a bad survey rating that he MOST definitely deserved! Without question, he should be FIRED immediately! The fact that he still has his job says a lot about House of Imports! Whether it’s for service or sales, my advice is to RUN AWAY from this dealer! More