Complaints

• Initial Complaint

  01/26/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called them for a car I would like to purchase, the sales rep ******* told me the final price with fees, and I agreed on it. He asked me to send him my ID and info and charged my credit card a deposit/ down payment and asked me to be in the office the next day I went ahead and booked a ticket since I live in different state and this ticket undefendable. After I did exactly what he asked me to do, and we done for the day he texted me after a while to call him that he can't get the title. Told him why you are offering a car for sale not ready and charged me deposit ($717) and let me book a ticket? He asked for one hour and of course I called back not him, and he said he got the title, but the car need to be inspected and there are 2 cards in from of it. I texted him later and he said go ahead and cancel the ticket we can't sell you the car. and they did not return the credit card payment of ($717). I called several times, and they said a manager will call me and nobody called. I have never seen like this in my life!!

  

  Business response

  01/27/2025

  We took care of the mishap with the customer. Just a case of miscommunication but the refund has been processed and the receipt is signed by the customer. Customer is satisfied and everything is resolved. Thank you.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was damage during delivery of a car that I purchased from Haus of Imports. The individual who delivered me the car did not me any contact information or documentation for the inspection we did the day the car was delivered. The damage I noticed was to the rocker panel on the bottom of the drivers side. Haus of imports has not given me any support in resolving this issue although several attempts have been made. If there were pictures taken of the car before the car was delivered I would like to determine if theres any additional damage compared to what I inspected on the delivery date. Also information on the company that delivered the car would be helpful so I can get in contact with them since Haus of Imports will not contact them on my behalf. It is my notion that HAUS of Imports should be the ones actively pursuing a resolution to this and they have not been helpful to me at all. Ive sent this information to *************************** as recommended and have not gotten a response.The car I purchased was ***************** GT2 AWD, ***************** It was delivered on December 3, 2024.

  

  Business response

  01/09/2025

  Hello,

  We are resolving this issue with ******. We are both on the same page and both parties are happy. We did get to speak over the phone in regards to this matter and we have came to the conclusion that the shipping company was in fact the ones that damaged the vehicle during transportation and they agreed to taking care of the cost to fix the damage. We have photos of the vehicle when we received it as well as when it was picked up by the transportation company and it is clear the damage happened during transport. You have my direct contact information and we will be working closely to make sure the transport company takes care of the repairs, but in the meantime you will work on getting an estimate for the as we agreed over the phone.

• Initial Complaint

  11/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In July, I purchased a vehicle from Haus of Imports and had it delivered on July 12th, 2024. On July 8th, I inquired with **** about the vehicle's condition. He assured me there were no known issues. Based on this, I agreed to have the vehicle shipped to me for $300.00, signing the paperwork on July 9th and expecting delivery on the 10th. However, the delivery was delayed, and I was informed on the 11th that the car would be picked up within an hour. The car finally arrived at 6 am on the 12th, left running in my driveway. The delivery person handed me the keys without a word and left. After resting, I inspected the car and found a rock chip in the window, the need for new brakes, and a clunking noise in the front end. I reported these issues to ****, who had not noticed them previously. I had the car tinted at Apex, who also detected the noise. **** advised me to avoid dealerships for the repair, suggesting they would overcharge. Following his advice, I took the car to Elite Auto on August 8th. The repair quotes for struts, pads, and rotors amounted to approximately $3500.00. Subsequently, I was contacted by ****, who offered me $1500.00.I discussed this with him and explained that it wasn't right. I bought a car believing it required no repairs, and I felt they should cover the repair costs. He then advised me to speak with the owner. Despite numerous attempts to contact them through email, text, and ******** messages, which only yielded brief replies, I never managed to get the vehicle fixed or receive direct contact from the owner.

  

  Business response

  11/14/2024

  Thank you for taking the time to come on BBB. We understand that buying a vehicle from out of state can be a significant commitment, and we value your trust in choosing Haus of Imports.

  We want to clarify that while we strive to ensure that every used car we sell is in good condition, its important to acknowledge that no pre-owned vehicleespecially one that is 8 years old with over ******* milescan be deemed "perfect." Given its age and mileage, some degree of wear and tear is expected. That being said, we did provide you with a complimentary 3-month, 3,000-mile warranty from ******** to offer added peace of mind for any unexpected major issues.
  Regarding the concerns you mentioned, such as the suspension noise, these fall under normal wear and tear and are not catastrophic issues covered under the warranty. However, we truly value our customers and want to demonstrate our goodwill. This is why we offered to contribute $1,500 toward the repairs you identified, despite these items not being covered. We stand firm on this offer, as it is a gesture of goodwill beyond what is required.
  We apologize if there was any miscommunication during your attempts to reach us. Our intention was never to ignore your concerns, and we are still willing to work with you to resolve this amicably. Please know that our offer to cover half of the repair cost remains on the table, as a fair compromise.
  Thank you again for your business, and we hope to continue to support you as a valued customer.
  Sincerely,
  **********************

  Customer response

  11/20/2024

   
  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.
  Only after I receive payment from the business. My address is ******************************** In ********* WI. 54476.
  Sincerely,
  
  **** *******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint regarding an unsatisfactory experience with a car dealership in ******, ********, related to the purchase of a 2019 **** A4. I financed this car through the dealership on September 7, 2024, but was informed that the car had mechanical problems before I could even take possession of it. Despite this, I was left with no option but to accept the car one week later, under pressure, even though I requested a refund, which had initially been promised by a dealership representative.Detailed Description of the Problem:Initial Purchase and Issues:On September 7, 2024, I financed a 2019 **** A4 from the dealership. Before I could take the car, I was informed that the car had mechanical issues and required repairs. I was told by the dealership's staff that I would have to wait, but they would fix the car.Contradictory Promises:After discussing the situation with one of their representatives, I was informed that I would be eligible for a refund if I decided not to take the car due to these issues. However, when I followed up, the dealerships manager refused to provide the refund, insisting that since the car was fixed, I must take it. This was contrary to the prior promises I had received.Forced to Take the Car:On [date one week after September 7, 2024], I was forced to accept the car despite my request for a refund. I had not driven the car even a single mile, and I felt pressured into accepting the car with unresolved concerns about its mechanical history.Unfair Business Practices:The dealerships conflicting communication, failure to honor their promise of a refund, and pressure to accept the vehicle after issues were discovered have left me dissatisfied. I believe their behavior is unprofessional and potentially deceptive.

  

  Business response

  09/25/2024

  Hello, we successfully fixed the vehicle for the client, and they are now satisfied. It seems the complaint was added before we were fully aligned on the situation. To summarize, the client purchased the car and gave us a week to address the issue, which we did. Once the car was ready for pickup, the client wanted to reconsider, but ultimately, they are happy with the vehicle now. Thank you.

  Customer response

  09/28/2024

   
  Complaint: 22329871
  
  I am rejecting this response because:

  I must correct the dealership's statement, as it does not accurately reflect the events that occurred.
  Initial Concerns and Later Refund Request: On the day of the sale, after signing the purchase agreement, we were informed by the dealership that there was an issue with the vehicle. When we inspected the car in their back yard garage, it was emitting white smoke, which raised concerns about its condition. Initially, we asked whether the problem was serious, and the dealership assured us that they would investigate and resolve the issue.
  Transmission Diagnosis and Refund Request: On Tuesday, we were informed by the dealership that the issue was related to the transmission, and that the entire transmission was broken. At this point, realizing the severity of the problem, I asked for a refund. I have attached a copy of the repair receipt confirming that the issue was with the transmission.
  Agreed Refund and Manager's Refusal: After discussing the situation with the salesman, *****, I was offered two options: a replacement or a refund. Since I did not find a suitable replacement from their stock, we agreed on a refund. I was asked to come back on Saturday to process the refund. However, when I returned, the dealerships manager refused to proceed with the refund, despite the previous agreement. Both I and my brother spoke with the manager and *****, and it became clear there was a miscommunication between them. Nonetheless, the manager still refused to issue the refund.
  At no point did we accept the vehicle. We never took possession of the car, as we were informed about the mechanical issues right after signing the purchase agreement, and the severity of the issue (a broken transmission) led us to request a refund. Therefore, the statement that we accepted the vehicle and are now satisfied is inaccurate. I request that this complaint be reviewed further, and I ask that the dealership honor the original agreement for a refund.
  Thank you
  
  Sincerely,
  
  Makhamatjon Rakhimjonov

  

  Business response

  09/30/2024

  Hello,
  Thank you for your response. Management declined to unwind the deal because, first and foremost, our original agreement was to resolve any issues within the specified time frame, which we did. When you came on Saturday, the agreement was for you to pick up the vehicle with no defects, and that is exactly what happened. Returning the vehicle after the paperwork has been processed was not part of the agreement. Secondly, you approached a salesperson regarding the refund during that week instead of going directly to management, with whom you had an agreement the week prior. 
  It is unfortunate that this situation has now been brought to the BBB, especially since you were fully aware of the conditions when you asked us to make the necessary repairs. It seems you are now attempting to go back on your word regarding the pick-up date, which is disappointing for us, as we take pride in our hard work to satisfy every client.
  Additionally, you mentioned that you now wish to return the vehicle because you believe you overpaid, and a family friend advised you to return it. Unfortunately, purchasing a used vehicle doesn't work that way. There are significant efforts involved, including sourcing, shipping, inspecting, posting, selling, financing, adding liens, title work, and registering plates with the government. Its a complex process, not something that can be easily undone.
  However, we stand by our commitment to deliver the car free of any major defects as promised, and we hope you understand our position. We also, gave you a totally free 3-month 3000 Mile-Warranty. Not a lot of used car stores would offer. We went above and beyond for you. 

  Thank you 

  Customer response

  10/01/2024

   
  Complaint: 22329871
  
  

  Thank you for your response. However, I need to correct several inaccuracies in your reply.
  
  1.Initial Agreement: After purchasing the vehicle, we were immediately informed that the car had serious mechanical issues, including a broken transmission, which was not something that could have been anticipated. While we initially allowed the dealership time to address the problem, we did so under the assumption that the issue was minor. It was only after learning the severity of the problem that we decided to pursue a refund, as we believed the vehicle was not in the condition that we expected upon purchase.
  2.Approach to Salesperson and Miscommunication: It is true that we first spoke with the salesperson, *****, regarding the refund. However, at no point were we informed that this decision needed to be addressed solely by management. In fact, ***** clearly communicated that we had the option to either replace the vehicle or receive a refund. It was only after returning on Saturday that management refused to honor the refund, despite the prior agreement.
  3.Condition of the Vehicle: While the dealership did perform repairs, this was not a situation where a minor issue was resolved. The transmission was completely broken, and given that this was discovered immediately after the purchase, we believed that it was reasonable to request a refund. The dealerships claim that the vehicle was ready for pick-up with no defects overlooks the fact that such a major issue arose before we ever took possession of the car.
  4.Accusations of Overpayment and Advice from a Family Friend: The claim that I am now attempting to return the vehicle due to overpayment or based on advice from a family friend is completely false. Our decision to seek a refund was based entirely on the mechanical issues with the vehicle, and this request was made prior to any discussions about price concerns or outside advice.
  5.Complexity of the Process: While I understand the dealerships perspective on the complexity of the sales process, it is important to recognize that the vehicle was delivered with a major mechanical defect that was discovered immediately after purchase. We did not attempt to reverse the process lightly, but rather because of the severe issues with the car that were not disclosed beforehand.
  
  We respectfully request that the dealership honor the original agreement to issue a refund. The vehicles condition at the time of purchase was unacceptable, and we believe that seeking a refund is the fair and appropriate resolution to this issue.
  
  Thank you for your consideration.
  
  Sincerely,
  
  Makhamatjon Rakhimjonov

• 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,
  
  ***********************

*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. ↩