House of Imports — Local services in Buena Park

Do yourself a big favor and don't get involved with these people at House of Imports Mercedes Benz in Buena Park. Absolutely the most unethical dealership I have come across! A little background first, I found an advertised car at House of Imports and then went to test driving it. After my drive and ready to get serious to buy the car I found out that the advertising listing the price which I had with me was incorrect now, they increased the price $3,000. As you know this is supposed to be the fixed pricing no negotiations dealership or as they call it, they're “1Price”. After writing a review I got a response from what they claim is the owner, stating that they would like to restore my faith in our dealership. They asked me to please call a telephone number and speak to their general manager and see how this misunderstanding could be resolved. I figured just in case it was a horrible mistake I would give them the benefit of the doubt and call up and speak to their general manager. I could not get a hold of that person so I ended up sending a text message to my salesperson Nadir and explained what was going on. He assured me that he'd find and talk to the sales manager and make sure they understood what previously happened and have the general manager give me a call. About an hour later I received a call from there General Sales Manager, Jane Choi who explained to me that it was a computer error which caused the price to jump up $3,000 and unfortunately, they could not honor the previous price. She asked if I would be willing to meet them in the middle coming up $1,500 and they would drop the price for me by $1,500 to $33,495.00. I thought it over and agreed. We then talked about how to finalize the deal and we agreed to meeting the next morning and finalize the transaction. She asked if I had financing and I explained that I'd probably put 30 to 40% down and finance the remaining through their dealership since I had such a high credit rating it would should not be a problem. She explained that financing for a 10-year-old car might be quite difficult and at a higher interest rate but they could see what they could do. I told her that I would simplify the process and just make arrangements to transfer all the funds needed so I could just pay cash for our transaction the following day. She agreed, went over the agreed new price of $33,495.00 plus taxes, title and other small fees and wanted to make sure I understood the total cash outlay which I agreed to. She then told me she would speak to my salesperson and arrange for the purchase the following day. My salesperson called me, confirmed what the agreement was between me and the General Sales Manager at $33,495.00 or $1,500 off of their new and improved asking price and asked what time I could be in so he could have everything prepared. I asked Nadir if 10:00 AM would work for him and he agreed to meet me at the dealership to finalize the transaction. At that point I transferred all funds so I could write a check for the complete amount and be set for the next day's transaction. About 4 hours later I got a text message from my salesperson explaining to me that they were able to sell the car for full asking price and they have gone ahead and sold it! Needless to say, they have no concept of ethical behavior, for them the customer means nothing to them they are in this for the money only! So not only did I waste multiple hours playing these people's games I went through the process of transferring money from miscellaneous accounts to uphold my obligation to our agreement which apparently, they had no feeling of obligation to honor at that point! As a side note, I few days later I ended up finding a similar car at LA Downtown Mercedes and Audi which I ended up purchasing and had a 100% honest transaction with a very impressive dealership. Best part of it is that I ended up with a very similar car, saved thousands of dollar vs House of Imports and had a very pleasant buying experience the way...

Worst place ever, Schedule 3 service appointments for Saturday and every time I show up I am told that they don't do diagnostics on a Saturday. After you schedule your service and you show up until you can't do it because they don't have anybody to do it. After speaking with a service advisor today I find out that they don't do diagnostics on any vehicles on Saturday supposedly. 3 weeks in a row bro I've wasted my time I'm on a Saturday to come in to get a service that I can't get I can only be gotten during the week weak this is crazy! Needless to say this will be my last Mercedes purchase at this location!

update Same vehicle

Leaving a 1-star review feels generous—this dealership doesn't deserve even that.

Let me set the scene: I bought the exact same 2012 E350 from this Buena Park dealership three and a half years ago. I had a history with them. I assumed that meant something. It didn’t.

In 2021, I purchased the vehicle with 112,000 miles. Before sealing the deal, I specifically asked for the full service records. I wanted to make sure everything was solid and above board. I reviewed the records—nothing jumped out. Everything looked fine. I trusted them.

Then, not even 200 miles later—barely two weeks after the purchase—the check engine light came on. I booked a Saturday service appointment. I showed up, and guess what? No one was available to run diagnostics. No offer to keep the car. No loaner. Nothing. I rescheduled for the next week—same thing. I let them know I had a work trip coming up and wouldn’t be able to return until after. The service manager said, “That’s okay, we’ll see you when you get back.”

When I came back two weeks later, I got hit with this: “Sorry, your 30-day purchase warranty expired.” Just like that. No mention of the conversation we had, no notes in the system. I was stunned. And that was just the beginning.

The check engine light would flick on and off randomly over the years. Sometimes the car made strange noises, then nothing. Fast forward to this month: the car won’t start at all. I take it in—and it takes five days for them to even check it.

Then comes the final insult: the service advisor tells me I need a whole new engine. Why? The timing chain is stretched, pistons are damaged, and the cost? $39,000. Not a typo. Thirty-nine thousand dollars.

And their response? “There’s nothing we can do.”

Let’s be real: this wasn’t a case of something they missed. They knew there was a problem from the beginning and just chose not to help me. They strung me along, dodged responsibility, and now want to wash their hands of it entirely.

I’ve driven Mercedes-Benz for years because I believed in the brand’s reputation for quality. But what’s truly broken isn’t the car—it’s this dealership’s complete lack of integrity. If you're reading this and haven’t bought from them yet—don’t. This is what they do. This is how they treat loyal customers.

Save yourself the headache, the stress, and possibly tens of thousands of dollars. Walk away while you still can.

5/6/2024 Buyer beware: I replied to their robotic automated message, as you can see, but when I called to confront the General Manager, they flat-out refused to talk telling me someone would call me back that never did. This is the pathetic level of customer service you’re signing up for—eager to snatch your cash but dodging you like cowards when issues arise.

Proceed with caution and at your own peril for...

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...