Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/05/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2023 ****** Sequoia from Camelback **** on November 14, 2024 in the amount of $69,597.60. I put $20,000 down as a down payment and financed the remaining amount of $49,597.60. Camelback **** convinced us to use their bank financing to which we agreed at a rate of 5.62% for 60 months and I have an unsigned document from Camelback **** with that rate on it. After a very long and arduous process of closing on the vehicle, they sold our loan to the ***********. We received our first statement from Truist and they show our loan at 6.99% APR, which is NOT the rate we agreed to with the dealership. After several communications with the dealership about this discrepancy, they informed us there is nothing they can do and we can opt to refinance if wed like to. I reached out to the bank Truist and they provided a loan document showing the 6.99% rate and the document contained our (my husband and I) signatures. To be very clear, my husband nor I signed this document the dealership sent to the bank to open our loan. We did not sign any loan documents, at any point in our purchase of the vehicle. The document the bank has is a forged document by the dealership, the finance manager ****** ******* has his name on the document and has since terminated his employment with the dealership. I have reached out to Truist, they are launching an investigation, as well as filed a police report with the *******************. Im reaching out to the BBB to see if there is anything additionally you can do to investigate this issue on our behalf. It is illegal to forge signature on any financial document let alone a car loan document for a $50k loan. The dealership **** us at minimum the difference in APR rates which totals $1,913.20. I also want to prevent this from happening to any future consumers at this dealership. Thank you in advance for any help you may be able to provide. Please reach out with any questions, or if any additional info is needed.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1st, 2024, I purchased a 2022 ****** Sienna XSE from Camelback **** for $42,000 cash. I had spoken with ****, my sales **** the week leading up to the purchase. I was unable to see the vehicle in person as I am over 6 hours away and they agreed to ship it to me. **** informed me it was extremely clean, inside and out. He told me there was 1 minor dent he wanted his detail shop to repair before they shipped it to me and it would be good as new on the outside. The vehicle was delivered on November 7th, after **** had the detailer finished the work. The inside was satisfactory, but the outside had several dents, a large chip in the paint, all 4 rims were torn up, and there was a crack in the windshield. I immediately contacted **** and sent him both videos and pictures. I requested they pay for the cosmetic repairs to the body of the vehicle as well as the windshield repair upon inspecting the vehicle on November 7th (per phone call and text). I gave them time, and after no response, I asked for a status on November 12th; after no response I asked for a status again on November 14th - which I also requested an estimated arrival date for the title; Gregs text on Nov 14: Sorry I just got back in the office but i checked to see what we can do unfortunately used cars its not perfect like new it will have some few things thats why I even helped fix some little dents you could see and we normally make a little money on the car but in your situation I fixed dents plus we discounted the car so much sold to you 5k less bought it for and we sell used cars as is.. Nov 15th I asked about the title again with a response promising they would get back to me, no response followed. I followed up on the Nov 19th and again on the 20th, theyll get back to me. It is now December 2nd - no title, no response, and no resolution on the damaged vehicle.

  Business Response

  Date: 12/10/2024

  We apologize for the delay in getting your title processed.  There has been a hold up getting the lien released from the prior owner's title from California.  The last update from the lienholder was on December 3, 2024 and they stated that they are waiting for the lien to be electronically released.  We will follow up tomorrow (December 11th) and I will have our title clerk reach out to you with an update.  Her name is ******* and she should be contacting you from **************.

   

  thank you for your patience

   

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/20/24 I went to the Camelback **** Dealership to get my 2020 **** Fusion Battery replaced. I had no prior appointment but they were able to get me in. I dropped off my car at 7:30am and went to the customer waiting area. At ****** they inspected my car and they quoted me for additional items, one of which was 4 new Michelin tires for $594. I accepted the quote as it was within my budget. At 2:15pm they reached out over text to tell me that the quoted price is for 2 tires so the price would need to double ($1130). I told them I wanted to wait so I could get all four tires at once - the implication being that doubling the price was out of my budget. They responded at 2:30 saying that all 4 tires were good to go and my car would be ready in 5 minutes. I said okay and assumed that they were giving me the original price they quoted me since they already performed the service prior to checking with me on the price change. They did not give me the quoted price. I told them that I did not agree with the price but paid anyway because I was there the whole day already without eating breakfast. I figured it would be a simple dispute regardless since I have documentation of the quoted price (good for 30 days) and evidence through their messaging that they performed the service without verifying with me of the price change. I called their servicing manager to seek a resolution. He agreed the quote said 4 tires and wasn't sure why the price was for 2. He could only offer their promo where they would match another servicer's price for the tires if I provided it to them. He was not able to give me a full refund but offered a partial refund without providing a dollar amount. My preferred resolution is a full refund because:They increased the price after the service was provided.They put financial responsibility for their billing mistake on the customer.Their resolution required the customer to put in additional effort to receive a refund.

• Initial Complaint

  Date:07/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2023 **** Mach E last year. When I purchased it, it had been damaged on the front bumper, which they fixed. No big deal, as I knew that when I purchased it. A month later, paint in that same spot started peeling off. When I called it was brushed off as not being their fault. It was a very small area, so I figured I would deal with that later. Throughout the next few months I noticed rock chips all over the front of the car. After researching this, I found that this is just a cheaper paint that **** is using on their vehicles. Ive never had this on any of my vehicles, but it is annoying. A few months ago, I noticed that the vehicle shakes considerably when I brake. Around that same time, I went to start my car and heard a loud pop from my speakers. Since then the stereo has become very muffled. When I called to schedule service, they told me I could make an appointment and when I drop it off they would be 2-3 weeks before looking at it. 2-3 WEEKS! Im not sure the point of making an appointment. *** always made an appointment with service and got at least a diagnostic the same day. Who drops their vehicle off and has that kind of time to wait around? I asked about a loaner and they said I would have to talk to my service person. The transferred me and dropped the call. I called back transferred hung up on again. I called back again and finally got ahold of someone who said I would have to get on the waitlist for a loaner which is 6-8 weeks out. As this is my only vehicle, I am not trying to pay for a rental while my car gets fixed, as all of my issues should be covered by the warranties I purchased. I have called financing 3 times and left voicemails to get copies of my warranties, so that I can take the car elsewhere. No returned calls and have been waiting for a month. In the meantime, my cars alarm is now going off when charging in my garage and giving me the message that car inclination is detected.

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2024 purchased a new vehicle from Camelback ***** I live in another state. **** was my salesman and he provided an amazing sales experience and on site delivery of vehicle. It was such a great experience I bought a second new vehicle two months later from **** at Camelback, expecting the same experience. It was anything but. **** remained amazing throughout. Though I would recommend he find a more reputable dealership to work for. This is NOT a complaint of ****, but of Camelback ***** The other departments, including the *** ruined this experience for a **** owner of 40 years.April 2024, purchased the second vehicle, again from out of state. Had multiple negotiations of the contract and promised *****. The Finance guy tried to add some type of extended service/warranty and was mad when I declined. I was sent three different contracts to sign as they added things I did not want or ended at numbers not agreed upon, before getting a final copy as it was supposed to be. All issues with the contact weresomeone elses fault . Out of state taxes and delivery as discussed were incorrect also.The truck finally gets delivered to me and it had scratches on the hood and fender down to the metal. I took pictures and contacted Camelback right away. They said go get an estimate for the repair and the transport company would be responsible. My local dealership quoted over $1500 to repair. Which I also thought was unreasonable. I said send me a check for $500 and I will manage the repair. Camelbacks customer service agent, the salesman, the service department said this was reasonable. Over a month of back and forth, many messages, calls to everyone, including the *** Herb. No resolution, no calls back, no attempts to satisfy this situation, at all, from any level of decision making management. There is much more. I offered what I feel a simple affordable common sense solution for all involved. They wont even return my calls. *****. I will buy my next **** elsewhere.

  Business Response

  Date: 06/06/2024

  I sincerely apologize for the delay and what appears to be lack of communication due to several staff members involved with the resolution for the customer have been off. Unfortunately, this claim is really with the transport company who agreed to pay as the vehicle damage happened while being transported, However to ensure Customer Satisfaction with our loyal customer the Dealership will pay the customer to expedite the resolution and go after the transportation company on his behalf. We strive to provide excellent customer satisfaction with every visit to the Dealership and hope moving forward we can regain the trust of our loyal customer.

  Customer Answer

  Date: 06/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was served at this location. We paid over $1,200.00 in service repairs and waited over five hours for services to be completed. When my car was returned to me, my inside car floor mats were not covered during repairs and during service. My inside car mats had debris on them and was ruined by greasy footprints. I complained and reasonable requested that my car floor mat(s) be replaced. I called, left messages, and sent messages. All have been ignored by this business. This is horrible, to have paid over a thousand dolloars for repairs to have the inside of my car trashed and damaged. I was not able to upload pictures and kept getting error message. I can email the pictures to you.

  Business Response

  Date: 05/27/2024

  Sorry to hear about your experience, happy to replace the mats. Please stop in at your convenience and ask for ***********************. Be sure to tell him The ** authorized new mats and he can reach out to him if any concerns come up.

  Customer Answer

  Date: 05/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ************************-*****
  
   
  

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Camelback **** has repeatedly contacted me trying to get me to purchase a new car despite me multiple times telling them I am not interested and to not contact me and remove me from the do not call list. They contact me from different phone numbers, different emails, and leave constant voicemails and texts. Their sales tactics are also extremely misleading. They claim they can take my 21% APR (which I do not even have!) and get me into a new car at 1.9% with my credit score. I believe they are spamming people and at this point it is borderline harassment because I have told them to stop and spoken to multiple people.

  Business Response

  Date: 03/07/2024

  REMOVED FROM EMAIL AND CALL LISTS

  Customer Answer

  Date: 03/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:02/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had made an appointment about 2.5 weeks out. When I showed up at the dealership, I was informed my appointment was scheduled with an employee who no longer works there, and this was an issue with their 3rd party scheduling system. All the associates were too busy to help me and were reluctant to help me, but I explained that I had an appointment, so I had someone in training check me in, and really had no idea how anything was done. When I went and spoke with the actual associate, ******, who would be helping me, I was told it would take five days to get it all done. I was not given any updates. When I called on day 4 for an update, I was told ****** was out and that my car still showed under inspection. I asked to speak to the manager, but every time you ask to speak to anyone at this dealership, they only take down a message and do not allow you to speak to anyone on the phone. Day 5 called in the morning again and had to leave a message. I then got a call on day five that my car was ready. When I went to pick up the car, they had not completed the Zactac spray, and instead of saying they would do it this time like they were supposed to, I was told we would do it next time. Then I noticed damage on my car hood and windshield that was not there when I had dropped it off. Speaking to the service associate, I was told I wouldnt hear anything about repairing it for a week because the guy in charge was out. When I asked to see the manager, he wouldnt even stop doing the paperwork he was working on to hear my complaints. When the manager took pictures of the damage, I was told I would hear back in 3 days. He told me that email was the best form of communication for him. However, none of my emails were responded to, and any time you call they only take down messages instead of letting you talk to any managers. To fix the damage done to my car would be $1840 as I had gotten a quote from another **** dealership.

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/07/2023 traded in my **** ****** sequoia for a 2019 **** f150 raptor. I was offered $3000 for the trade. And the price of the new truck was $41,213.00 12/02/2023 I went in for a plate and to sign papers for a second deal which they offered $4000 for my trade and the price was $38619.25 12/21/2023 I was notified via text that they needed to once again finalize paperwork that should have already been finalized. 12/23/2023 I was notified via text that they would report the 2019 **** f150 raptor stolen if I did not bring it back. I asked them if they still had my trade in vehicle they did not respond. On 12/23/2023 I returned the 2019 **** f150.01/02/2024 I called to speak to the finance manager about resolving the issue of them selling my trade in vehicle but I was only told I would get a call back and never did. 01/04/2023 I went to camelback ford Lincoln to see if they would do something about my trade in vehicle they had sold but I was told I can either take another car off the lot with a $25k approval or $400 check which they told me is what they sold me vehicle for. I told them I wanted the $4000 they had put on the second deal because they had sold my vehicle before any of the deals were completed. I was told by a salesman that I was only owed what they sold the vehicle for which was $400 and that they were not going to give me $4000. I am not able to buy a vehicle for $400 and I dont think its fair my alternative is either do business with them again or take $400 for a something they had no right to sell in the first place without the deals being finalIzed.

  Business Response

  Date: 01/22/2024

  we have tried to reach out to the customer many times with no answer or reply.  Please have customer Call General Sales Manager *********************** to resolve.

  Customer Answer

  Date: 01/22/2024

  they have not attempted to call and when I called today, 1/22/2024 *********************** was not in for the day. 

  Business Response

  Date: 01/25/2024

  ******* , we have been attempting to call you regarding the complaint you put in , unfortunately I have not been able to reach you , I have left you a few messages leaving my cell phone , please reach out to me so we can get the matter resolved .

  email we are sending to:*******************

  leaving messages on cell as well.
  
  ***********************
  General Sales Manager
  Camelback **** and Lincoln
  ************ office
  ************ cell

  
  

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 2, 2023, I purchased a vehicle at Camelback **** from sales person *************************** who also is the onsite manager of the dealership. Aside from being the sales person through whom I purchased the vehicle, he is also the actual the only previous owner of the vehicle. On exactly the evening of the November 9th, the car began running strangely and almost immediately, the Service Engine light came on. First thing that morning I took the vehicle to the shop (*********). The vehicle remained there over the weekend pending diagnostic. On Sunday afternoon (11/12), I returned to the dealership for a status update. During that visit, I requested to receive a report of all the instances when the Service Engine light had been triggered. To my alarm I discovered that the Diagnostic Trouble Code and Vehicle Health Alert had been triggered a total of 20 TIMES between September 13th, 2023 and November 10th alone 20 times in only just 2 months. The primary reason according to the report was Hybrid/EV Battery Cell Balancing ********* Stuck Off. If that wasnt enough of a shock, I was informed that there was an anticipated recall of a very serious nature and that the recall repair wouldnt be available likely until the end of the 1st Quarter of ****, potentially making the vehicle inoperable up until that time. The dealership/owner received a safety recall notification about this very issue in July of 2023 and a supplemental notification in October of 2023 making them completely aware of the issue. Since then, *** tried to reach ********************* several times via email explaining the situation and ultimately soliciting a full refund for the purchase cost of the vehicle as well as the supplemental warranty I purchased. To date ********************* claims to not have received any of my emails and has failed to even attempt to contact me by phone. This vehicle is so clearly a lemon by legal definition but ********************* has shown no intention on resolving this matter.

  Business Response

  Date: 11/18/2023

  Reached out to ************. Offered a full credit towards the purchase of a replacement vehicle if exercised within two weeks. Also supplied ************ with information directly from **** that contradicts some statements made by either ************ or statements that were told to ************ by ***********************