House of Imports

This has been the worst car buying experience of my life by a long shot. My wife and I came in from out of state for a used EQS. Took 5 hours to finish the purchase, most of it spent sitting around doing nothing when we could have got some dinner. Got stranded on the way home due to a completely broken charge port that was missed during the supposed 160 point inspection. Shame on me for not checking something so obvious and trusting Mercedes... Had to find a hotel at 4am for my wife while I had to fly back for work and she had to stay back and deal with the issue. Kudos to the service department for replacing the charge port the next day…but of course that wasn’t the end of the bad news. At the end of the appointment they figured out that 1 of the 2 key fobs they gave us with the car wasn’t working because it was for the WRONG CAR, and of course the replacement key fob they ordered for us sat around for a few days before someone bothered to ship it out. Then to top it off, the replacement floor mats we were promised would be overnighted the day after our purchase took two weeks to send out. We regret stepping foot inside this place.

Feb 14, 2025 · Michael

They totaled my car. Negative stars if I could. I have serviced my E350 at House of Imports since 2010. I have been meticulous with service appointments since all models of Mercedes Benz can pretty much live forever as long as they are properly maintained. My service adviser was also aware of my plans to hold on to my car for as long as possible. I was envisioning at least another 10-15 more years. Unfortunately, House of Imports had other plans for me--and they totaled my car on October 21st during a routine service appointment. I dropped y car off at 9 am that morning, so when my advisor called me later that afternoon, I assumed it was to tell me my car was ready. Instead he said, "I hate to be the bearer of bad news--no, let me back up--I hate to be the bearer of terrible news, but we crashed your car." Long story short, the tech that was handling my car in the parking lot was on his phone (which is against company policy), and he drove my car into a pole, then immediately left work . My service adviser said it was because "he was super embarrassed." But now I wonder if there was more to the story? Anyway, the way my service advisor talked about it, it seemed like the damage was repairable. Of course I was a little upset, but more than anything shocked. That said, since I hade been a loyal costumer for nearly 15 years, I trusted that they would fix the damage. My adviser also made me feel at ease that they would take care of it. They did not. The next morning, I called my advisor to get an update on my car. He replied with "I didn't get a good look at the care yesterday. It's a lot worse than I thought." Anyways, since Mercedes was responsible, they told me their insurance would handle the claim. I expressed my fears that since my car was an older model, if it was a total loss, then I would not be able to afford a new car. My service adviser replied that they would do the right thing and that they were "at my mercy." As suspected, their insurance declared my car a total loss. They came back at 9.3K. I was devastated. I told House of Imports that I would be willing to give them the insurance money in exchange for the loaner they provided me with (a gla 250), and we can put this ordeal behind us. They were baffled because The loaner is of a higher market value, while not acknowledging that I was not involved in any way in the destruction of my car. They said they have a car that is comparable to mine in their inventory they can sell me for the insurance money though! Wow how sweet and thoughtful of them, right? Let's destroy a loyal customer's car, put her through unnecessary stress, but it's okay because here's another car we can sell you. It makes me wonder how many more costumer's cars they have destroyed in order to try to get customers to buy their older stock! Now I will have to explore other options.

Nov 11, 2024 · Jess Parra

My first time using this dealership for maintenance/service/etc and I couldn't be happier. I don't look like a rich dude at all but I wasn't treated like a bum or like I didn't belong there. Everyone was super super helpful; from the runners when you pull up to the person whom actually takes care of you to the desk people. Service was quick, honest, very fairly priced (took off $100 for me!) and they didn't try to push any unnecessary work or fees on me. I would especially like to single out Allan H. for his knowledge and professionalism. I really felt welcome and like an old friend. I'm very happy to have found my new service center (and probably my new MB dealership too.)

Sep 19, 2024 · Mike Hartley

As an enthusiast of German performance engineering, I have high expectations when it comes to service quality—House of Imports exceeds them every time. The service department operates with precision and efficiency, reflecting the same excellence you'd expect from a Mercedes-Benz. Chris Licano is an outstanding advisor—his expertise, attention to detail, and commitment to customer satisfaction are second to none. He ensures that both the vehicle and the owner are well taken care of. Highly recommend for anyone who values top-tier service for their Mercedes-Benz.

Feb 12, 2025 · DZL

Sabrina Matus has extraordinary customer service and is friendly, and has amazing professionalism. Her communication is outstanding. She kept me informed on the status of my vehicle. She was on top of it. I really do appreciate her service and of her teamwork.

Feb 07, 2025 · Rosa Alvarado