ComplaintsforHaus of Imports, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle (04 Lexus GX470) from Haus of Imports and had it delivered to my home on 4/6/2024. I never saw the vehicle in person before the sale, but the vehicle description stated it was a great vehicle and I was told by the sales person that it was in good working order and had a great service record. Against my better judgment I trusted that he was telling me the truth. He even told me he drove the vehicle beforehand. Upon receiving the vehicle I instantly noticed that there was a "grinding" noise coming from the transfer case. I let the sales person know immediately. Upon further inspection I noticed a whole list of more parts that were broken or missing, (parking brake, rusted out frame, missing 3rd row seats). Those are just a small example of the large list of issues. I checked the transfer case fluid and it was completely empty (no exaggeration) which is why it was broke in the first place. It was obvious I was lied to that a detailed inspection was done and the vehicle was in good condition. I was instructed by the dealership to take the vehicle to be diagnosed, which I did and they found so many issues that they deemed the vehicle not safe to drive. I was told by Haus of Imports that they would fix only the transfer case and they want to ship it back to them, fix the transfer case with a used part and then ship it back to me. I no longer want the vehicle since it has so many issues and isn't even safe to drive. The frame looks like it will break in half very soon. I asked for a refund since I found the issues within the dealerships 15 day return policy, but was told that I could not return the vehicle. I feel like Haus of Imports lied to me from the beginning and sold me a vehicle that should have been scrapped. It's been over 2 weeks now and they haven't even picked the vehicle up to take it back and fix it like they said they would. Every step has been painfully slow while I am left waiting without a vehicle.

  

  Business response

  05/09/2024

  we understand the concern and wanted to highlight our exceptional response. Despite the standard practice among dealerships, we've taken the initiative to cover the shipping costs and repair a significant defect in the transfer case, incurring substantial expenses. The original complaint did not effect the way the car drove unless if it was on 4 wheel drive but we still went ahead and took the step to help. This service comes at no charge, despite the vehicle being sold "AS-IS" due to its mileage exceeding ******* miles. We've gone the extra mile for this customer, and their vehicle, now repaired, will soon be returned to them so they can start driving it anyday. Thank you for understanding 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 audi a6 tdi from this company. The salesmanship name was ***** and was told that the car had no major mechanical issues and that every car gets inspected. I did this whole process online as I lived 900 miles away. When I received the car it was half way detailed and when I did my first walk around of the vehicle it was low on coolant and had a strong odor of coolant. I had message the salesman and got no response for 24 hrs I then called the business and told them what was going on and was told to bring it to a shop and see if it's covered and if not to let them know what the issue is I was able to have the car looked at and found out that there is about $6000 worth of repairs that need to be done. There was an active coolant leak and to fix it it will require a good amount of labor and they also found that the 2 inner control arm bushings were torn as well and that 3 out of 4 tires are low which can also cause issues with the drive train as it is an awd vehicle. When I let the business know what was going on for repairs I asked them to either cover the repairs or take the vehicle back and refund me. This is more than fair as buying a vehicle from a dealership you should be able to drive the vehicle and not have to worry about it being unsafe to drive.

  

  Business response

  04/22/2024

  Hello, We are in contact with our client and working to resolve this matter. Yes, we genuinely believe that the car should be free of defect on non wear and tear items. We have came to an agreement on repairs with him and are Just waiting for a final invoice number  2/2 as we did take care of the major issue already with him a couple days ago and paid out 1/2 

  Thank you! 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 Land Rover Range Rover Sport HSE Lux on 2/27/24 for $12,508. The first night having it after being delivered the **** light was on and then a low coolant warning light. The next morning there was a puddle of coolant on my driveway and I reached out to the salesman ****** who helped me and he said to take it to a local shop. Upon inspection they found that not only the connection for the hoses was broken but being held together by electrical tape. My husband reached out to ****** to tell him the price of everything since he said they would cover the cost. We never got reimbursed for that at all. The next week my check engine light came on. Had the codes read by the same shop for the *** and MAF sensors. My husband reached out again due to the 15 day warranty and spoke to the *********************. He said dont worry about the 15 day thing just take it to a shop that will work on Land Rovers but not the Land Rover dealership and give them the price of the repair. Took it in had the codes cleared and sensors cleaned was told to bring it back if it happened again. Well it did and I had to pay for that to be fixed because no one from the dealership will return our texts or phone calls. Now my check engine light is on again and I will be footing the bill yet again. I wouldnt recommend anyone buying a car from here. Now I have two cars that are broken down and no accountability from the dealership for selling me a broken car.

  

  Business response

  04/22/2024

  Hello, We resolved this issue with ***** and the Range rover last week. There were some miscommunications between them and our service adviser but everything has bee sorted and resolved!

  Thank you! 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. My name is *********************** from ******, **. I purchased a 2010 ****** Sienna from Haus of Imports VIN Ending: ****** in June of 2023 from Haus of Imports in ********. The van was to be equipped to be wheelchair accessible for my disabled wife (she suffers from M.S.). All car fax and Haus of Imports reports had this van in great condition except for a tire air pressure sensor which was replaced within a month of purchase. Shortly after the purchase, the van nearly immediately began having issues and after finally having the time to get multiple estimates, it was discovered that the engine base support was negligently rusted out, should not of past any inspection, and is unsafe to drive. This, among several other problems that should of been disclosed, resulted in nearly $10,000 in estimated repairs. Upon legal review of the contract with Haus of Motors, it was determined that the contract is actually illegal under Illinois state law Section ***** in using illegal language that, they feel, warrants the contract not legally binding. Haus of Imports denied this request for a refund. Before seeing legal review, I attempted to resolve this issue with Haus of Imports and the store manager "****." **** promised that if I get several estimates (paying for the tows each time out of my pocket) that he would be willing to help me. After giving me his email and phone number, he never returned an email or phone call and has essentially "ghosted" me. There are so many people that have been hurt by their illegal practices as their ******** page is filled with sad stories of their fraudulent activities and behavior. And they ignore the hurt consumer because they feel we do not have the strength to make them change their behavior.

  

  Business response

  04/22/2024

  Hello, We have resolved this issue and in good terms with ***** on the vehicle. We just saw this BBB complaint today but yes, we did resolve this issue with our client last week. 

  Thank you! 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 19th we purchased a Pre-owned *** from haus of imports. however within the first 15 days it had developed an engine issue. The dealer took possession of the car to assess. there solution was to refund the purchase price. however we are month beyond the purchase date and i cannot get haus of imports to refund the money. I made a special trip to there store to be told by the sales person ************************************* that owner was not in as such a check could not be written. following that meeting ******* and i spoke on the phone ans i indicated at that time that wiring the money back to me would be more efficient. I am starting with the BBB to help process the refund of ********. if that does work i will need to reach to the attorney general and file a case the will county.

  

  Business response

  01/24/2024

  Hello, we addressed the situation promptly and issued a full refund even before becoming aware of this complaint. While it's regrettable that there were issues with the recently purchased vehicle, we remain committed to standing behind every vehicle we sell. We informed the customer that we would initiate a full refund upon verifying the reported issue. After the verification process, we informed **** that we would refund the full amount upon receiving the car back along with the plates. Despite his preference for a wire transfer and our time constraints, we took ************** of personally delivering a check to his home to expedite the process. We literally hand delivered the check last night. Also, we want to state that our sales consultant ******* is now good friends with ***** son, ****. (Vehicle was originally for) 

  Thank you and we sure hope to earn your business again! 

  Customer response

  01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  This complaint was initiated prior to getting a response. 

  The owner and sales responded this week in an appropriate manner and all items are resolved satisfactorily. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pre-owned vehicle from this business online back in August 25th 2023, all was done online, I wire transferred the funds to their account all went well, they shipped the vehicle to me, and about 3 weeks later they sent me the title that was not properly signed, and the *** in my state did not accept it, I contacted the dealer they told me to send it back they will fix the issue and send it back to. I sent the title back on September 22, the tracking number shows they received it on September 26 at 10:55am. I waited about 3 weeks and I emailed them asking them about an update, the next day they responded and said they had it and they were sending it back the next day. I waited another 3 weeks, no title, I emailed them asking them to provide an update, they replied and said they would look into it, and nothing, for the last 3 days Ive been trying to reach them they are not responding.

  

  Business response

  11/14/2023

  Greetings, you are absolutely correct; we acknowledge that there was an oversight with this title. Once management became aware, the General Manager stepped in and is currently collaborating with the customer to address the issue. We have already sent the title back, but unfortunately, the ***************** requires a physical customer signature, rather than the power of attorneys, which seems impractical. Consequently, we anticipate receiving the title back from the customer, rectifying the situation, and promptly reissuing it. The customer can still legally drive the vehicle as they have a 90-day tag in place. We expect to complete this process well before the expiration date.

  Customer response

  11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2014 Jeep Grand Cherokee Summit from Haus of Imports. Everything was done online, the pictures looked great and showed no damage, and no issues were reported. Upon delivery there was a dent in the hood and one of windshield wipers was broken. The struts are completely shot, as well as the brakes and front CV axles and hub assemblies. The oil looked new, but the message on the dash said it needed changed. I assumed it wasn't reset. The coolant recovery bottle, however, was black with oil. I assumed it likely had an oil cooler leak or EGR leak at one point, and was probably repaired and just not thoroughly flushed. After driving it for 2 weeks, it overheated. I checked the oil, it was empty. Coolant bottle was full of oil. Upon further inspection, it was clear the oil cooler had failed, and likely well before that point. Parts are nationally backordered indefinitely. I ordered an oil cooler from ** and installed it myself. Problem solved. Drove it again and it overheated again. Had a wrecker come and get it and tow it to a local shop. The turbo coolant inlet hose is split and the top end of the engine has to be completely torn down to get it fixed, requiring new gaskets and fuel lines for reassembly. I get it, it's a used vehicle and I bought it online. Lastly, I purchased the Jeep September 16th, received it September 19th, and as of today, October 29th, I still have not received the title, despite my asking for it a week ago. 4 years of saving up to pay cash and now I'm taking a loan to purchase another vehicle until I can afford to fix the one I just bought and cant even sell it if I wanted to.

  

  Business response

  10/31/2022

  ******************, we apologies you were having a bit of a issue with the Jeep. We do offer a 15 day 500 mile totally free warranty on our vehicles. However, I would like for you to email me directly at *************************** so we can discuss further regarding the repairs. If we can help, we will as a family owned company. We know its a used vehicle as you mentions but we would still like to look over a few things with you and think it over on how we would like to help you for some repairs that have been already performed to the vehicle despite the parts not falling under our 15 day coverage nor being any major ****************, we will still help! 

  regarding the title as requested - We did mail it out. Should arrive either tomorrow or Tuesday the 2nd. (we do not want to put the tracking number on here but can certainly email it to your per your request) 

  Thanks ****** and we apologies! Hope we can ease this out a bit for you! 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 GMC Terrain from the the car dealer called Haus of imports *** a couple of days ago. We spoke in regards to if the vehicle have any issues in a couple of days within a certain total of miles that they would fix the issue . I after a few days sent these issues via email advising the issues are P0014,P0300,P0366 and still waiting on a response and the issue to be fix . I only had the suv a few days . My other issue is while purchasing the suv the dealer advise that the bank charges a fee to them on top of the down payment , which I have verified with the bank ******************* Services that was not true and the bank also confirmed that the dealer should not advise customers of that . That is fraud and basically a way to scam customers out of more money and i have contacted the I team and the state attorney general in regards to that and would like the vehicle fix with my money they charge back for a none exsiting fee .

  

  Business response

  09/01/2022

  Hi *****, I will call you shortly, Thank you 

  -*********;

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car from this place this month (June). The photos of the car pictured on their website were beautiful. The exterior and interior looked to be in great condition. Before purchasing, I asked all questions I knew to ask. Any scratches, dents or dings? Paint in good shape? Even though I knew from the ad on their page that said "damage reported". I was told the car was in great shape to be a 2012 model. I purchased the car and had it shipped to me in NC. It was driven out of the trailer and the driver literally blew the dirt and dust off the car with a leaf blower. Upon further inspection of the car, I noticed hundreds of paint chips on the front bumper, the back bumper was broken and paint was coming off, the taillight was broken along with the passenger side mirror. The lug nuts were completely rusted on all wheels. Tar on lower half of the car. The interior was just as bad as the outside. The fabric door panels were covered in dirt, the carpet (front and back) had dirt and trash in it. There was a huge piece of melted chocolate candy stuck between the drivers seat and console that had gotten into the carpet and there was a hole in the carpet on the drivers side. I took the car to a body shop for an estimate per a salesman's request. I actually took it to 3 shops and I sent them the cheapest. Damage totaling $3, ******. I tried for 4 days to get in touch with the general manager. Left messages and called numerous times each day. He did return my call and left a voicemail and I was able to finally speak with him on the 4th day. He had been given the information that I had given to 2 of his salesmen. He told me he could not assist with the damage but after speaking with him more, he agreed to send me $500 to help with getting the car professionally cleaned. Today is June 27. I spoke with him June 9th and have yet to receive a check in the mail.

  

  Business response

  06/29/2022

  Hello, we apologies you did not receive the check as of yet. Question for you, do you by any chance have Zelle or Venmo so that we can issue you the funds immediately?  If not, we will void the previous check and mail you a new one. Let me know Thank you 

  Customer response

  06/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  My physical address to mail the check to is:

  ***************************

  ****************.

  **********, ** 28714
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had bought a ****** Altima 2016 from here, and sales were smooth and courteous. However, after the sale, I had discovered that the only key provided with the car was not cut. I had reached out to the dealership staff and manager, who declined my request to provide a cut key, stating the Key fob would suffice, and they were not liable for providing a cut key and advised me to get it cut at my expense.It is reasonable to provide at least a single cut key with a car on sale. If the car battery were to fail in winter, we could get stranded outside.

  

  Business response

  01/18/2022

  Hello, Thank you for bringing this matter to our attention. We apologize the sales rep stated they could not help at the time of contact. Used vehicles get sold with what ever key it at the time of sale however, if it had only one key and the key did not work right after you purchased the vehicle, we believe that main key should work. So yes, we would Defiantly help you out at no cost on your end. Please send an email of the invoice at *************************** and we can remain in contact on how we can reimburse you. Thank you for reaching out. 

  Customer response

  01/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for resolving this issue.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩