ComplaintsforCamelback Toyota

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/27, I traded my CX-50 in for a RAV4 hybrid. I had a pre-approved loan, but I wanted to see if I could get a better APR through the dealership. I could, so I signed all of the paperwork, and everything was processed by the dealership.The next day, I received a call letting me know that due to a fraud alert that I didn't realize would affect the loan being approved and funded, I needed to provide my ** and a utility bill, and ONLY a utility bill. This is not standard. Standard is one of the following: utility bill, insurance statement, or bank statement, as well as others.I was informed that I would have to remove the fraud alert - no small task on a Friday afternoon when EOD is rapidly approaching. I was able to get one credit bureau to remove the fraud alert, and it should cascade to the others, but the relentless texts from the finance guy ************* is his number, and all texts and photos sent should be preserved until resolved) telling me I needed to remove it has caused significant mental anguish, as I cannot control how quickly it is removed from all bureaus. This is not the point, however. Reputable finance companies accept other forms of ** to be able to ** someone. The refusal to work with me in good faith is causing massive stress - including heart issues that nearly sent me to the *** I simply want this business to follow industry standards and accept the ** I have sent in already. I have done what I need to on my end. Please act like a responsible business and stop adding to my enormous stress. I have followed industry standards to ** myself, I have done all I can to resolve with the credit bureaus, please work with me in good faith.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May of 2023, I purchased a brand new 2023 Toyota 4Runner from Camelback Toyota. I was not given copies of the purchase documents I signed at the time I signed them, and was told they would be emailed. I never received them. I called a couple of months later, someone took a message but no one ever called me back. I came in for a service visit in September and asked one of the finance managers to send me my documents and he took my information down and said it would be taken care of. I ended up moving out of state and need to register my car in my new state of residence, but I don't have any of my purchase documents!! I called again today and left a message and no one has called me back. I spent a lot of money on this vehicle and I need my documents. This is definitely shady and exceptionally unprofessional.

  

  Business response

  06/14/2024

  Thank you for allowing us to respond to ******************************* complaint.  We apologize that you had so many issues trying to get your purchase paperwork emailed to you.  We have used this as a coaching and training opportunity for our finance managers.  I do believe that you did receive all the documents that you needed yesterday via email.  please contact me directly if you need anything else regarding your purchase.  You can contact me directly at ****************.

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

  Controller

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

   

  Customer response

  06/14/2024

  
  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

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was very disappointed with the service I received yesterday & in the past month. I have been trying to purchase for your dealership & have not received a decent quality of service. I worked on my down payment after initially being told you all could not help me at all & came back with a different vehicle of interest with a lower cost & a down payment available. I live over an hour plus away & have small children so I prefer to work numbers out prior to dragging my children out of the home. Yesterday I was assisted with this by *********************. He was initially energized & ready to assist which was awesome, but that did change. I was dragged most of the day on the vehicle of my interest & finally told I couldn't finance a 2006. He made an offer on a Corolla instead & I explained the mileage was too high. No problem. We then came to an agreement that numbers for the more expensive but newer Lexus RX was agreeable. He called me with the numbers I agreed to being able to earn another $300 in down payment within 2 weeks & then he finally hits me with the interest rate being a 30%. I was told the payment would not be able to include any kind of extended warranty or gap insurance. My issue was asked & answered, I am not comfortable signing for a 30% interest rate. He then became upset after I apologized & thanked him for his time. I found the response to be very unprofessional & extremely uncalled for. I understand my credit & financial position but I am far from being uneducated. I do not expect to be treated as such. I most definitely will NOT find myself purchasing anything I am not comfortable with after being verbally abused or manipulated. *** is an ************ am a customer, customer service goes a long way. If a deal cannot be made whether by phone or by me coming in, I expect to still be treated with RESPECT. The way business was conducted was NOT ok.

  

  Business response

  06/13/2024

  Thank you for allowing us to respond to ************** complaint.  Camelback Toyota apologizes for the way Ms. ******* was treated by *********************, one of our salespeople.  We do not condone his actions and spoke with directly regarding them.  We have used it as coaching and training opportunity with him, so it does not happen in the future.  Please accept our apology.       

  Customer response

  06/13/2024

  
  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

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3rd my husband dropped off our Jeep because it was making a weird noise. We left it over the weekend because the technician had to reach out to the insurance office for them to come out and see if they were going to cover it. On May 7th, 2024 *** denied covering it claiming that it was modified when we bought our USED Jeep with modified from the dealership. We were not aware that it was not properly installed resulting in issues in the car, something that the dealership should have disclosed at signing. The service technician advised us to cancel our insurance if we did not receive coverage for it, because its a waste of money. Since we bought our Jeep modified and the insurance company wouldnt cover any repairs to it because they would claim the same thing for all the other repairs. If we were informed that nothing would be covered we would have not signed up for the *** Silver package. I think it is very unprofessional that a company thinks it is okay for people to spend money on an insurance and then deny covering a damage despite the car only being used for driving to and from work.

  

  Business response

  06/14/2024

  Thank you for allowing us to respond to your complaint.  We are sorry that after 16 months and ****** miles from purchase your used 17 Jeep Wrangler 's transmission failed.  It is up to the description of the ******************************** to determine if they will or will not cover repairs.  If you have not had the vehicle repaired yet please reach out to me to see if we could help have it repaired at a discounted price.  You can contact me directly at ****************.  If you would like to have the vehicle service contract cancelled you can reach out to MPP directly at **************.

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

  Controller

  602-20-5555

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 23rd, 2024, I went to Camelback Toyota to purchase a car. I test drove the car and agreed to apply. Upon application, I paid $2,000 down on the car, and signed the paperwork. After an hour, they informed me that they couldnt get a bank to do a deal with me, so they suggested another car. That car was a 2019 ****** Altima with ******* miles. They did not let me test drive the car before completing the deal. They didnt have me sign the financing paperwork at the dealership and asked that I come in Monday. Immediately after driving off, the Check Engine and CVT Failure lights came on. When I would accelerate the car it would stall. I called Camelback Toyota, and they asked that I bring the car to be looked at by a technician. I waited for 2 days, until they called me and informed me that the car was not salvageable, and that I would have to come pick out a new car. I initially came into the dealership for a ****** Altima, and subsequently they offered to sell me a Kia ***** My girlfriend asked that we be shown another ****** Altima, to which the business manager said that there would be no way we sell an $18,000 car for $10,000. My girlfriend continued to advocate for me, and argued that the car they sold me was a lemon and that Id purchased the warranty and the dealership is at fault. To which, the business office manager then got irate and raised his voice, saying that he will refund the deposit and slammed the stapler down in front of my girlfriend. We then met with the General Sales Manager, complaining about the unprofessionalism we faced with the Business Manager and all of the grievances wed had. The manager apologized for ******** behavior, that I didnt get to test drive the car before I purchased, and because the car was unsafe. He then promised that he would do everything he could to make sure that I got another car so we would continue doing business together, and promised that he would call if he found an appropriate car. He has not.

  

  Business response

  05/23/2024

  Thank you for allowing Camelback Toyota to Respond to ***********************'s complaint.  We apologize for the treatment he received in attempting to purchase a used vehicle at Camelback Toyota.  We do not condone these actions and wish that our employees would have been more professional.  I do not see where we were able to sell him a vehicle and that the $2000 down payment was refunded to your debit card on 4/1/2024.  At this time the Camelback Toyota asks that BBB to close the complaint.    

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The business is withholding the bill of sales document. They have been negligent in answering their phones, emails, or acknowledging voice mails.

  

  Business response

  03/05/2024

  Thank you for allowing us to respond to the complaint.  We reached out to *********************** today via a phone call regarding her complaint.  All that ******* was asking for was the bill of sale from when she had purchased a 2017 Corolla on 11/13/2019 from Camelback Toyota.  We emailed ******* the bill of sale she requested today 3/5/2023.  We feel the complaint has been resolved and ask BBB to close the complaint.   

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As a summary of the events: I visited the Camelback Toyota website and decided I liked a 2023 Toyota Crown Platinum being advertised as a Certified Pre-Owned vehicle. During negotiations, I pointed out the blemishes on the hood that could be seen in the pictures. They sent me a grainy video saying that it was in good shape. I was told that THAT vehicle had been purchased at their dealership and serviced there as well and that it was in top shape with no issues. It was certified with the warranty a CPO vehicle carries. In Good Faith, I wired the purchase price amount ($48,358.83) we agreed upon. I went to take delivery of the vehicle on February 19th. The hood blemishes or ***** were not fixed. During the $500 documentation part of the purchase, I was given a copy of the CarFax report, which showed the car being in top shape. ************************ insisted that I bought the extended warranty **************** Agreement. I did not buy it.After I got home, I registered the vehicle with Toyota. This is when I found out about the damages this car had sustained to the left front tire, linkage, bearings, and other parts connected. It was a major repair. I confronted the salesperson and the sales manager. Hiding this information from the consumer is Deceptive Business Practices -Title 13 - Criminal Code 13-2202. I would not have bought the car if I had known of these damages nor would I have spent on lodging, gas, food, and other travel expenses. I spoke to ********************* and he claimed he did not know. He said that he would talk to the service manager and would call me the next day. He did not. I called them. It was his day off. I have been trying to return the vehicle and they sweep the issue under the rug. They believe that ignoring me will make the issue go away. I have left messages with no replies from them. They ***************** information from the customer to deceive them into purchasing vehicles. Next, I will file this complaint with the Attorney General.

  

  Business response

  03/12/2024

  Thank you for allowing us to respond.  ***************************** purchased a used vehicle on 2/19/2024 from Camelback Toyota.  On 3/6/2024 at the request of **********************, Camelback Toyota took the vehicle back and refunded the full $48,358.83 to **********************.  We believe the complaint with ********************** has been resolved.  We ask that the BBB close the complaint.  

  Customer response

  03/13/2024

  This complaint is not fully resolved. Because of Camelback Toyota's Deceptive Business Practices, I spent and have not been reimbursed for my expenses related to the purchase of the vehicle. I wasted vacation time and business contract hours in order to purchase the vehicle. I spent close to $600 in travel expenses. Those damages are not resolved. Returning the money paid for the car does not mean they did not cause further damages due to their hiding facts about the car to make it look more attractive and more valuable. 

  

  Business response

  03/19/2024

  The 2023 Toyota Crown that ***************************** purchased was a Certified Pre-Owned Toyota.  It meets all of Toyota's Certified Pre-Owned stipulations.  The vehicle had no structural components damaged or replaced.  The vehicle did sustain damage to the wheel, tire, and suspension that was replaced with ***************** prior to the vehicle being posted for sale.  Out of customer goodwill, due to ********************** dissatisfaction with the vehicle, Camelback Toyota agreed to allow him to return the vehicle to us for a full refund after he had taken delivery of the vehicle.  At no time did we ever mislead ********************** to believe that Camelback Toyota would reimburse him for anything other than the purchase cost of the vehicle.  At this time Camelback Toyota does not believe we mislead him, nor do we feel we owe him any other money regarding the return of the vehicle.  Camelback Toyota respectfully ask the BBB to close this complaint.  

  Customer response

  03/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would not be satisfactory to me.  l consider this complaint resolved at BBB and I will move on to the next step.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Toyota 4Runner Venture from this dealership. They refused to show me a price breakdown so I could see the dealership price markup. During the paperwork process I was told that my 100K service plan was one that I could take to any Toyota Dealership. I was sold this plan under false pretenses. After the dealership made a mistake on my car, I attempted to transfer to another Toyota dealership and was unable to do so. Additionally, during the sale, they review paperwork with you, but do not physically give the paper to review except for your monthly payment. They give you something you are supposed to be able to view your documents on from a computer. It is not something you can access with a computer. In the past year they have made 3 mistakes on my vehicle. They stripped my skid plate bolts. *****************. blamed me for this problem. I spent $1k to have holes retapped and purchase aftermarket skid plates. The bolts were strip from overtightening with an electric tool.My vehicle was brought in for an oil change. After I hear a huge noise coming from my engine compartment. The engine cover was off and it was flying around under the hood.1/26/24 I brought my vehicle in for an oil change, which ***** tried to sell $1580 of additional services. ***** became aggressive regarding my brake pads. He acted like it was emergency and on the inspect report, it was clear that it was not. 1/27/24 I go out to my car the following morning to find a puddle of oil under my car. I call the dealership and they say they will need tow my car in. I waited most of Saturday for a tow truck. There was oil on the ground and pooled under my skid plates. I do not want to go to this dealership anymore due to the level of incompetency in their service department and shady sales techniques of many of the service advisors. My hands are tied since Camelback Toyota fraudulently sold me a service plan that I cannot use anywhere else. I want my plan refunded or transferred.

  

  Business response

  02/06/2024

  Thank you for allowing us to respond to the complaint.  On Saturday 1/27/2024 we were able to tow Ms. *** 4Runner to the dealership.  We performed an inspection of the vehicle for all prior services and verified there were no issues.  We then thoroughly cleaned the engine bay and undercarriage for any residual fluids.  Once completed we returned the vehicle to Ms. *** with no charges.  

  On 2/2/24 we had one of our service managers call and talk with Ms. *** regarding this complaint.  We explained the service plan and Maintenace plan that she had purchased with the vehicle.  Both of these plans can be used at any Toyota Dealership, and we gave her the instructions she would need to give another dealership to have services covered.  Ms. *** was also given the information how to cancel the service plan and/or Maintenace plan if she so desired.  Due to the fact both plans are from MPP, a third-party company, she would need to contact them directly to cancel.  

  At this time Camelback Toyota feels all of Ms. *** issues in the complaint have been answered or resolved, and we believe that the complaint can be closed.  ********** has any further questions or concerns we ask that she reach out to or service team for assistance.    

  Customer response

  02/06/2024

  
  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

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday, January 28, **** my daughter went into this dealership to look at a vehicle that she wants to own someday to see what they were like. She took it for a test drive and after the test drive received high-pressure from the sales people she was cornered by three sales people who kept her there For over five hours until they got her to purchase the vehicle which she in no way shape or form could afford. She explained to them multiple times over five that she did not want to purchase the vehicle. She explicitly told them she did not want to purchase the vehicle , she is in tears because she absolutely cannot afford his vehicle and will probably be bankrupt within three months. I have made several attempts to contact the dealership, and I cannot get a person to speak to except for the operator.

  

  Business response

  02/05/2024

  Thank you for allowing us to respond to the complaint.  As of 1/30/2024 this complaint has been resolved.  Camelback Toyota unwound the sale of the vehicle for *************************** after speaking with ********************************* on 1/30/2024. 

  Customer response

  02/05/2024

  
  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

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a used vehicle from this dealership on 12/8/23. Prior to the vehicle being delivered on 12/10/23, we asked multiple times whether the vehicle would come with two keys, and were told that if it did not, they would make sure a second one was ordered. It has been more than a month, and multiple contact attempts to the sales rep and sales manager have gone unanswered. When we call, we ask for a human to help us, but always get dumped into voicemails. The email address comes back undelivered. The only person who returned our call was the finance rep, who said we had to deal with sales manager *********************, and she would have him follow up with us. The sales rep ******************* promised us via text that he would address the issue with his manager and get back to us. He is also no longer returning our requests for an update or status of the missing key. We stated several times before signing purchase paperwork that we were not interested in the vehicle unless we were guaranteed two keys. We were verbally promised over and over that the dealership was concerned about our satisfaction and would make sure to keep their promise.We only want what was promised to us, nothing more. The dealership seems to be taking the stance of hoping that if they ignore us long enough, we will give up and go away. The vehicle is a 2022 Honda CR-V.

  

  Business response

  01/30/2024

  Thank you for allowing us to respond to *************************************** complaint.  At this time the complaint has been resolved as a second key has been cut and programed for ************************************  She is in procession of the second key as of 1/26/2024.  We apologize for the experience that *********************************** at Camelback Toyota.  

  Customer response

  01/30/2024

  
  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,
  
  ***********************************
  
   
  

*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. ↩