ComplaintsforCamelback Toyota

• Initial Complaint

  02/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to this dealership on Jan 9, 2022, to purchase a new Toyota Camry they only had one Toyota Camry 2019. After looking the vehicle over we discovered it had nicks on the face of the bumper and a scrap on the side the sales person ************************* said they could fix it and if not they would replace it. He called over his Sales Manager to agree to that if I purchased the vehicle that day. Once going into the finance office and speaking with ************************* the Finance person I told him the same thing I was promised from the ************************* he then called ****** into the office to verify it before I was to sign the agreement. ****** put me in touch with ************************* the Accessories Manager who then set up for me to bring the vehicle back in on Feb 1, 2022. The vehicle was brought to me the same day with the same nicks and scrapping on the side of the bumper. I called ****** back up and explained nothing was done he told me that was the best they could do and he didnt have any paperwork to change the bumper. I tried reaching out to ************************* the sales person and ************************* and they won't return my calls nor answer my email. I was promised this would be taken care of that was to keep me from going to ****** dealership, cause told them that is who I am used to buying my vehicles from without any issues. At this point I want them to either replace the bumper or take the vehicle back.

  

  Business response

  02/18/2022

  
  Dear BBB Representative,
  Customer satisfaction is very important to us.   We truly regret receiving ****************** complaint and apologize for any inconvenience she experienced in the process of resolving this matter.  Our service team has reached out to ****************** and they have scheduled an appointment for her bumper replacement this upcoming Monday, February 21, 2022. 
  We appreciate ****************** patronage as well as the opportunity to resolve this matter.
  Best regards,
  
  *******************
  Controller

  Customer response

  02/18/2022

  
  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

  01/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/15/21 as I was traveling in ******* for my daughters volleyball tournament I scheduled a service appointment for my 2011 Lexus GX 460 at Camelback Toyota. I came in at 8am and dropped off the vehicle. I mentioned at this time that the front right low beam light bulb had burned and needed to be replaced. About an hour later I received a text message that had the details in regards to the oil change service I had requested when scheduled and a few other items they needed my authorization to work on, this included the light bulb replacement. I proceeded to authorize the oil change service (for $166.90) and bulb replacement (for $149.99) I declined all others. The total for services was going to be $372.26. After a very long wait I only received my vehicle at about 12:15pm. The service advisor then walked me to his desk giving me an invoice in the amount of $563.82. I asked him why is there a discrepancy and he said that it was the charge for changing the light bulb. I was puzzled but honestly after waiting that long I just wanted out of there as I needed to go pick up my daughter. After picking up my daughter I realized that my dashboard still said "LOW Washer FLUID". This made me very frustrated as their invoice said "Topped off all vital fluids under the hood". For real. This was very upsetting after the crazy outrageous charge not authorized by me. I drove back there and found service manager. Told them this and first he tried to say that maybe the sensor is bad. Had tech fill the washer fluid. I told him I didn't approve the additional $190 light bulb change charge and told me he could only credit me back $60 or take the bulb off the vehicle. I did nit want to wait another 2-4 hours for this so I took the $60 back. I returned home to find in the morning the washer fluid completely FROZEN. So unprofessional and careless. I AM NOT HAPPY about this and would like to be refunded the remainder $130.00 for a change I did not authorize. Copies attached

  

  Business response

  02/18/2022

  Dear BBB Representative,
  In the process of reviewing this matter, we found that ******************* has filed a dispute with her credit card company for $433.22 of the $503.82 Invoice total.  We have made a good faith decision not to pursue the dispute further and accept the undisputed $70.00 as payment in full for services rendered.
  We apologize to ******************** for any inconvenience experienced.  **************** and satisfaction are of utmost important to us, and we hope our gesture of good faith is satisfactory to ********************.
  Best regards,
  *******************
  Controller

• Initial Complaint

  01/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I dealt with this business between 12/26/21 and 1/6/22. They have shady and sleazy business practices and they are taking advantage of consumers. They are not transparent with their pricing and don't honor their prices that are on their own website. They tried to tell me that I HAD to use their own financing in order for me to get a car of them. Forcing someone to use their financing, I am pretty sure that is illegal. They wasted my time and were insincere about turning me away when they sold the car to someone else that was willing to overpay for the vehicle. They sent they sent a manager to come talk to me but he isn't even a manager if you look at their website. They force customers to show up at 7am and then sell the car to the "highest bidder."

  

  Business response

  02/18/2022

   

  Dear BBB Representative,

  As per ************ complaint, we do not accept deposits or hold vehicles. Our inventory is sold on a first come, first serve basis.  Unfortunately, the vehicle of Mr. ************ was sold to another party before reaching a meeting of the mindswith ************.
  
  We appreciate ************ providing us an opportunity to earn his business and truly regret not being assist him, at this time.
  
  
  Best,
  
  
  *******************
  Controller

  Customer response

  02/20/2022

  If that were the case and if you did nothing wrong then why did you send someone out to pose as a manager even though he was not a manager at the time to tell me the vehicle had been sold to someone else. This is deceitful and just speaks to your shady practices. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The buisness lied to me about the loan amount and then hid that info from me. They ended up covering up the amounts with other papers. I also informed them I did not want the extended warranty but they snuck that back into the contract without me noticing. They also lied about the term length of the purchase.The only thing they did was inform me of a 3% intrest rate, though they did not inform me that there was a almost ******* fee for that intrest rate.

  

  Business response

  01/14/2022

  Dear BBB Representative,
  We have thoroughly reviewed Mr. ******* vehicle purchase and found that our staff acted with full transparency and in good faith. 
  We reached out to **************** to discuss our findings.  **************** agreed that our ************** reviewed all deal documentation with him during the signing as well as provided him the opportunity to review each document prior to execution.  **************** expressed that he has felt uneasy about the purchase because he did not initially receive copies of all deal documentation however, while on the phone, **************** physically inspected the envelope.  **************** confirmed that he was mistaken and that he was in fact provided with copies of all deal documentation at the time of signing. 
  We appreciate **************** for providing us the opportunity to discuss this matter with him and thank him for his patronage.
  Best regards,
  
  *******************
  Controller

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used 2015 ****** Forester On 11/23/2021, Took possession on 11/27/21 since the windshield had to be replaced and other work needed to be performed as stated on the Dealer WE OWE /EQUIPMENT TO BE ADDED. Also on the list was a second KEY which I have not received. I have tried several times to contact the sales team and Managers but all that I am told is we are working on it. Now when I call no one even Pick up. I did leave a couple of online Complaints. A sales manager calls back and tells me the complaint has been forwarded to the concerned people and they will get back to you. But nothing happens. All I want is the Dealership to give me a second KEY . I have attached a copy of the WE OWE page of the purchase receipt.

  

  Business response

  01/10/2022

  Dear BBB Representative,
  A member of our management team has reached out to ***************** to confirm that a second key for her vehicle has been ordered.  The expected time of arrival is one week.  In an effort to avoid ****************** further inconvenience we have made arrangements for a locksmith to program the key at ******************** residence.   
  We truly apologize to ****************** for any inconvenience experienced as a result of our delay in addressing the pending We Owe item.  We truly value her patronage and thank her for her patience.
  Best regards,
  
  *******************
  Controller

  Customer response

  01/19/2022

  Hi  I got an email from BBB that this issue has been resolved because I did not respond to an email from BBB. Sorry after the update I sent you'll on Jan 6th  nothing else has happened after that. The lock ***** has not contacted me nor ***************** till date and I have still not got a second Key. So it is still a unresolved issue. Thank you ***************************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was seriously so disappointed today with the sales management at this dealership. At 11am I started working on purchasing a vehicle here, I couldnt get down there for a few hours. When I left my house I was clear about walking in and signing paperwork. Yes, well get you in and out. I had financing, they had all my paperwork (IDs, insurance, finance info), and when I got down there they wouldnt let me purchase the vehicle because someone else was willing to buy with their preferred financing (Toyota financial). We were using USAA. The sales manager said flat out they make more selling to someone using Toyota, so I lost out on the vehicle because I used the better rates provided to my husband and I for him being a veteran. I drove ******************************* and sign for a car, had they set the expectation early on I at least wouldnt have wasted my time. Then telling us to buy with their lender and refinance with USAA, solely so they could make their money. My husband is a disabled veteran having earned two Purple Hearts serving his country, the least they could do is let us save some money using a better interest rate.

  

  Business response

  12/08/2021

  Dear BBB Representative,
  Camelback Toyota believes in above par customer service and satisfaction.   We truly regret receiving Mrs. ********* complaint and have utilized the reported experience as an opportunity for continued training and development of our staff.  Our Management team has also reached out to ******************** to apologize for the inconvenience experienced and to rectify this matter.  We are happy to report that ******************** has in fact finalized her vehicle purchase with us.
  We truly value Mrs. ********* patronage and the opportunity to bring resolve to this matter.
  Best regards,
  *******************
  Controller

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought vehicle to Camelback Toyota on October 29th due to a recall. The advisor told me a technician would do a thorough inspection. Upon inspection the technician notice my rear shocks were leaking and when the advisor brought it to my attention. I brought the vehicle back November 16th for an oil change and to replace my rear shocks. Advisor *************************** tells me the vehicle will be inspected again. Upon the second inspection Im notified that all four motor mounts need to be replace or it could cause a strain on the vehicle. I agreed to replace them oil change, replacing my rear shock and all four motor mounts costing around $2800.00. I did ask ******* why was it not notice when dropped off the vehicle on October 29th and his response to me was which building was your vehicle maintenance at, I said I do not know and he replied advised me that the technician inspect vehicles differently. Fast forward to November 23 when I arrive to pick up my vehicle I notice my infotainment/stereo system has rebooted and it stay that way for approximately 30 minutes. I sent the advisor ******* a text message and he said he notice it was on the rebooted screen as he drove it to the destination for me to pick up. I bring my vehicle back and ******* is stating that for some miraculous coincidence it stopped working while the car was being worked on there is no way for a fact that the maintenance had nothing to do with the stereo not working. Also, I would need to pay $1100.00 for it to be fixed. I asked for his managers name (**** Altavera) ******* advised me that his manager will be delivering my vehicle to me, the vehicle that still does not have a working infotainment/ stereo system. I called **** and left a voicemail to return my call to resolve this matter. My vehicle is still in the service department. I left my vehicle with a working infotainment/stereo system and would like my vehicle back the way it was and the service department is refusing to fix it.

  

  Business response

  12/08/2021

  
  
  Dear BBB Representatives,
  We truly empathize with Ms. *********** regarding the unforeseen issue with her vehicles Infotainment System. Although the issue is not related to the previous services rendered our management team has agreed, as a gesture of good faith, to have the system repaired at no cost to Ms. ***********. 
  We truly value Ms. ***********s patronage and thank her for choosing Camelback Toyota.
  Best regards,
  *******************
  Controller

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Helped my wife purchased a vehicle from camelback toyota Oct 2021 at the time of purchase salesman and his manager stated that zaktek which is a paint protectant had already been placed on vehicle and for that reason I had to pay for it at $499. A few days later I realized I had no paperwork in regards to zaktek or my extended warranty. Got info for both items from service advisor and came to realize that zaktek is only valid with me continuing to take vehicle in for service every 6 months which wasn't stated from the start. Have been asking for proof that zaktek had been applied to my vehicle prior to purchase as stated no one has been able to help. Pics attached not sure how these thing are there if car was properly cleaned and product applied.

  

  Business response

  11/05/2021

  Dear BBB Representatives,
  
  Camelback Toyota believes in customer satisfaction and are happy to accommodate the product cancellation request.  We do require the request be made in writing form the customer on record, *******************, which should also include the vehicle identification number. For your convenience you can email the request to ****************. 
  
  We thank the Rabadans for their patronage and will await the written request.
  
  Best regards,
  
  *******************
  Controller

  Customer response

  11/08/2021

  
  
  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

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Camelback Toyota charge me without fixing my car Wednesday 9/1/2021, I took my car (**** 4runner) to Toyota dealership after it failed the emission test (code P0440, P0446), and customer counselor (*********************) told me it will cost $139 for diagnostic, and I agreed with charge. Friday 9/3/2021 Service drive manager (*************************) called me, and he said we found other issue with your car (charcoal canister leak) and will cost you $1600, after long talk with him, I didnt agree with cost because I already been told the problem and how much will cost me(if I been told will cost me $1600 from the start I will not have them work in my car ). And I said will not pay for you guys wrong diagnostic. Saturday 9/4/2021 I talked to Service drive manager (*************************), and he admit that they made mistake with diagnostic, and I agreed to pay $425 more so the total of charge will be $850. Monday 9/20/2021 I called Service drive manager (*************************) and I ask if my car done, and he said NO.

  

  Business response

  09/28/2021

  Our Service Manager has been in contact with ********************** to discuss additional repairs we identified that his vehicle required.  ********************** declined proceeding with additional repairs and expressed upset in that we were not able to address the additional issues under the initial repair cost.  We, in good faith, provided ********************** with a refund of $850.00 and he took delivery of his vehicle.
  We appreciate the opportunity to respond to this matter.
  
  Best regards,                                     
  
  *******************

  Customer response

  09/29/2021

  
  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. However, the business (Camelback Toyota) still owe me apology for the delay (kept my car for more than 2 weeks) and made me lost 20hr of my work by no not offer me a rental car as they promise. 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. ↩