ComplaintsforCamelback Volkswagen Subaru

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/16/24, my car started acting strangely and when I arrived home and parked in my garage, fuel started pouring out of the right rear area. Note: If I had been parked close to a source of fire, this could have been disastrous. On 7/17/24, I had the car towed to a mechanic. They identified the issue as related to Recall 24V110. They advised me to take the car to a VW dealer.On 7/17/24, I took the car to Camelback VW. On 7/18/24, I received a call from ***********************, Service Advisor. He acknowledged the issue and also told me about another recommended repair. When I asked him how long they would have the car, he assured me it would be done within a reasonable amount of time. How long, he never had a straight answer. If you wish to see our message exchanges, I can provide them for more context. Fast forward to August 28 (41 days later!!!) and the car was finally ready for pick up. During this time, ***** was incommunicative, avoidant and rude. He made not a single proactive attempt to update me on the status of the car. I had to call and text repeatedly to get answers, and when I got a hold of him he gave me nothing. It got so bad I called the service manager at the dealership to get help, without a response. Finally, I called Volkswagen Corporate and filed a complaint to get help. (Case # ********) This did not result in any actions either. I was without transportation for 41 days and not a single attempt was made by Camelback VW to either provide me a loaner vehicle or to provide me assurance that they were doing their best to help me. NOT A SINGLE ATTEMPT! To get to work and just live my life, I had to borrow cars and use ***** I was lucky to have people in my life who could help, but it caused me and them a significant inconvenience during this time. I have been a VW customer for 10+ years. I have owned three VWs. I brought my vehicles to this dealer for 10+ years. I'm truly shocked by how poorly they treated me.

  

  Business response

  09/06/2024

  At the time the customer dropped off the car the recall was not available for repair on the suction jet pump. They also had a failed fuel tank. We had to order a fuel tank due to the failure caused by the suction jet pump and the new tank includes the jet pump. The fuel tank was on national back order and not available. Volkswagen doesnt have provisions for loaners, and we don't carry many loaner units due to inventory restrictions.The recall came available at around the same time the tank came in and the tank has the updated recall jet pump in it. We had to be sure before we completed the recall so we reviewed that with VW. The customer was informed of this and the car was repaired and returned. The issue with time is due to parts availability from the manufacture and not the dealer. He will have to take his issue up with ******************************************************************** Director) will contact customer see if we can get VW to participate in some goodwill for this customer.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday March 11, 2024 Vehicle was purchased cash Tuesday March 12,2024 Air conditioner passengers side goes out. -contacted sales person immediately -was advised that I must have setting wrong Having previously owned the car I am very aware of the settings. I then scheduled soonest available service appointment Friday 3/15/24 Friday 3/15/2024 service appointment 1:40pm * 4hr round trip drive * Passenger air continues to not work -arrive at service desk 1:45 and check in Given a service representative that stated it must be a user error. Representative spent 5 minutes in my vehicle before stating its all physics and to give it time to work and warm up. Representative then left me in vehicle and walked back into delarship. While driving out of the service area a service worker knocked fairly hard on my back passenger window with his hand striking my car . I rolled down my window to ask what the matter was and he said usually people reverse hope you know your way out of here.Air continues to not work on passenger side..Saturday 3/16/2024 Passengers driver window will not roll up or down. -immediately contacted sales rep and sent video evidence of window not working.No response Sunday 3/17/2024 Im advised that I need to clean my window and due to dust and dirt the window wont openCar was supposedly detailed on Monday 3/11/2024 when picked up Monday 3/18/2024 car re-detailed Window and ac continue to not work Dealership continues to state its user error and downplay that anything at all is wrong with CPO car. Requested President/owner information and was advised to deal with sales rep only..

  

  Business response

  03/19/2024

  *********************** the General Sales Manager has reached out to the customer to set up appointment to go over any and all issues.

  Customer response

  03/19/2024

  I do not feel comfortable taking my vehicle in to camelback Subaru  after I was dismissed and talked down to by staff on Friday 3/15. Again, it takes me 4 hours in total to get to and from this dealership. I have already made this trip 

  

  Business response

  03/20/2024

  The unit is Certified.  It can be taken to any Subaru dealer.  

  Customer response

  03/21/2024

  How does that hold you guys accountable in any form ? 
  

  I would have to pay the new dealer to fix things you did not at time of inspectio.

   

  would be willing to compensate for those repairs ?  

  as well as time missed off work ?

  gas to commute 4hrs to you ? 
  

  I can get an estimate for labor and repairs 

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was taken to camelback Volkswagen to get an engine replacement that my extended warranty ordered. Engine was replaced and was told by Volkswagen that the vehicle was like new. After about a week the engine started overheating and had to be taken back. After diagnostics certain parts needed to be replaced that were causing the overheating of the new engine. After consulting another Volkswagen technician/mechanic not from the dealership he informed me that those certain parts had to have been replaced with the old engine. The old parts had been placed on the new engine. After talking to the service manager he stated that those old parts were not replaced because they were not covered by the warranty which should have been notified to me before finishing the whole job. A complaint was filed with Volkswagen Corporate *** in regards to this to try and find a solution. Corporate has not been able to give me a solution because the service department from camelback Volkswagen has yet to give corporate a diagnosis of what is wrong with the vehicle even though they already know. Corporate has been made aware of that as well by me. Also about a month ago the sales department gave me a call asking if I wanted to sell my vehicle stating that they knew its been in the service department since October ************************************************************************************************* buying it. I declined. Corporate was made aware of that at all but did not care. I can upload documentation during a later time. Need a couple days to gather

  

  Business response

  03/18/2024

  Good morning,
  
   
  
  This car was sold to the customer used at ********************** ****** They took the motor apart to do a replacement with MPP and found out it had *** coverage towed it to us in pieces. We replaced the motor under the *** warranty coverage. The coverage is specific on replacements and doesnt include external parts. We do not have a way to know the previous condition of the car as it was towed in not running. After picking up the customer had an overheat issue with no faults and a slight coolant leak. We found signs of leaking from a failed water pump t-stat housing. That part is not covered under his MPP silver warranty also it is not covered under the *** warranty because there is no fault. We have spent a lot of time trying to get a fault to occur on the t-stat but due to it being a leak it will not fault. We have retested and the leak is intermittent currently the car is not overheating. However we did get an add-blue fault to occur which will be covered under *** warranty. Unfortunately for the customer the over heat issue is not covered if I do not have a fault to be able to cover it so they will have to pay if they want the water pump / t-stat replaced. There is not a way around this due to the overheating condition. VW is aware of this as well. We are quoting the customer the price on the water pump and t-stat only. The add blue will be covered. The customer will get updated with the newest information this morning.   
  
   
  
  *************************
  
  Service Director
  
  Camelback Volkswagen
  
  1499 e Camelback rd.
  
  ******* ** 858014
  
  ************ main
  
  ************ direct
  
  ******************

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I dont have a Volkswagen anymore and I seem to get calls from you guys all the time about bringing my car in for a service. I was hoping you could get me off any call lists you have because Im tired of blocking numbers, you guys were great but I dont have a Volkswagen anymore so I would like to stop getting any calls about bringing it in. Thank you!

  

  Business response

  01/22/2024

  I apologize for the calls.  It looks like the system had you name spelled incorrectly.  I have corrected this issue and taken your number and vin to the ** out of all marketing.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased my Atlas Launch edition August 2017. I decided to purchase the vehicle and purchased it from Camelback VW dealer in *******, ** May 26, 2021 ( a few months before my lease was up). At that time, I was offered a "Platinum extended warranty" for $995 for 4 years or 85K miles, whichever came first. November 1, 2023, I took my car to another VW dealer in Scottsdale for service.I tried to use this extended warranty for the services I was recommended to get.I wanted to know how much would be covered by my warranty.The person who was helping me at the ********* dealership told me that the warranty expired 3 months after I purchased it, which makes no sense to anyone.No one would ever pay 1K for a 3-month warranty!We suspected it must have been a clerical error. I was then directed to speak to the Camelback VW *************) where I leased and purchased the vehicle.I started with the Finance Manager *************************** and then spoke to the warranty person ******. She told me that Camelback VW is under "new ownership" since I purchased the car and warranty and that they could not make this situation right and either fix the expiration date to be 5/26/25 or 85K like I was told or refund my $995. She also agreed that this is not ok and fraudulent and suggested I call VW Drive easy directly at ************. I have spoken to several people at drive easy since 11/16/23.I have sat on hold for hours.I have given all this information including my email with no response or resolution. I have been given names and numbers of employees that don't even exist at your company anymore. Please do the right thing and give me my $995 back.This is fraud and everyone knows it. Thank you in advance for correcting this situation,*********************

  

  Business response

  12/20/2023

  We are sorry for the inconvenience. The Manager that sold you the warranty was let go awhile back. We will be issuing a full refund and get it in the mail to you.

  Thank you,

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

   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec '22 purchased a used vehicle. It broke down with in a week. $700 in repairs at a dealership. Attempted to contact my sales rep for warranty info, received no answer. "We owe" items were not ordered until I showed up at the dealership, a month later! After receiving no call back from the sales manager. While there, sales tried to get me in higher payment, less options, not comparable vehicle. Call the parts department, 2 weeks later, they said parts have been in for "days". No call from anyone to let me know. Noticed oil spots on my driveway, sales manager said I would have to schedule it with the service department. Just shrugged me off. No loaner could be provided during the repairs. Sept 1st '23 made an online appointment to drop off my vehicle. Service said I should not have been able to make it online they can't look at my truck for another week. No loaner again, can't use my MPP because the vehicle has to be looked at 1st. 8 days later I'm informed it has to go to a **** dealership, they can't do the repairs. 10 days later I get a quote from ****. I select what I want fixed and the rep said they can do it at their dealership. My rep said they are picking it up and will be available next week. My rep is gone and nobody is responsible for his work load. Come to find out truck has not been picked up!! The service director calls me back (I have called once before and no call back) said he can finally get me a loaner 4 weeks later! I don't need it now. ***** still takes another 2 weeks after getting the ** involved. Upon pick up there is oil all over the vehicle. It was supposed to be detailed so it should be immaculate. NOT!. I take photos, drive it and find that the steering wheel is not centered after an alignment. Service director said he drove it and didn't notice an issues. Email the ** again no response. This seems to be a reoccurring theme with this dealer. Horrendous customer service, no accountability and worse customer expectation. Waste of time!

  

  Business response

  10/20/2023

  I have reached out to the customer and offered a good will payment of $300.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to register a formal complaint against Camelback Volkswagen, located in *******, *******. My concern revolves around my 2018 Volkswagen Tiguan SEL which has faced persistent issues of excessive oil consumption and engine faults that were initially reported while under warranty.In 2021, I began experiencing unusual oil consumption with my vehicle. I promptly reported this issue to Camelback Volkswagen. Despite multiple visits and a 600-mile oil check conducted by their service team, they failed to identify any problems and insisted that my vehicle was operating within normal parameters.In January 2023, my vehicle displayed a P0411 code, a significant engine fault. I trusted Camelback Volkswagen once again to address the issue, despite my past experiences. A significant amount of money and time were expended on the repair, only for the check engine light to remain on. They then recommended a fuel injection service, which also failed to resolve the issue.By May 2023, this persisting issue led to my vehicle failing its emissions inspection. The significant financial burden placed on me by previous failed repairs at Camelback Volkswagen made it impossible for me to afford additional dealership services. As a result, I utilized the ****************'s emissions-related repair program and took my vehicle to "**************" in *****.At "**************", a Volkswagen certified technician discovered that the problems with my vehicle were due to a faulty computer and a damaged cylinder head, which were directly linked to the initial oil consumption issue. The required repair for these issues is estimated to be $3,000.I believe that Camelback Volkswagen has exhibited a lack of responsibility and professional due diligence in this matter. Despite multiple opportunities, they failed to correctly diagnose and rectify a critical issue that was initially reported while under warranty.I have attached the work order from "**************" for reference.

  

  Business response

  06/15/2023

  Good morning,
  
  The following customer had their car here in February of 2023 at ******* miles for a check engine light that we verified faults for repairs and performed customer authorized repairs. The care did not return to us for any further testing after that repair. The customer receipt shows the customer currently has ******* miles and had traveled ****** miles after our repairs in February of this year. The repair warranty for this repair is twelve months or ****** miles whichever occurs first per VW part warranty. The customer has exceeded that limit by ***** miles. Previous to that the customer had a concern for a battery that was replaced by VW under a one-time goodwill gesture. Going further back the customer had a check engine light that was repaired in July of 2021 at ****** covered by VW warranty and fixed per VW required processes. There are no further warranties on this vehicle due to the excessive mileage on the vehicle. Vehicles with this type of mileage require repairs and are commonly known to cost more to repair. Understanding the mechanical limits of parts and repairs required under normal wear and tear this vehicle has been used excessively and possibly for business use which could cause the customer to have more financial responsibility related to failures,maintenance and repairs. Feel free to reach out to our team if you have any further questions or documentation needed.  
  
  Thank you,    
  
  *************************
  Camelback Volkswagen
  1499 e Camelback rd.
  ******* ** 858014
  ************ main
  ************ direct
  ******************

  Customer response

  06/15/2023

  The dealership's emphasis on the high mileage and presumed excessive use of my vehicle, including its utilization for business, doesn't take into account the timeline and nature of the issues. While I acknowledge that high mileage can contribute to vehicle wear and tear, it's paramount to remember that the initial oil consumption issue surfaced in 2021 during the warranty period, and when the mileage was significantly lower.
  
  
  In February 2023, I brought my vehicle, at ******* miles, to the dealership due to a P0411 check engine light. Despite servicing, the same code appeared within days, signifying the persistent, unresolved issue. The oil consumption issue from 2021 and this P0411 code are interconnected - the former leading to the latter.
  
  
  Their response mainly revolves around the repair warranty from February 2023. This sidesteps the key point - the ******* of these issues, reported during the warranty period, was not accurately diagnosed or remedied.
  
  
  Although high-mileage vehicles might need more repairs, the problem at hand originated from a longstanding, inadequately addressed issue from the warranty period, not from regular wear and tear or high mileage.
  
  
  Therefore, I ask the BBB to take these factors into consideration when assessing Camelback Volkswagen's rebuttal. A fair resolution would be for Camelback Volkswagen to cover the repair costs directly linked to the initially reported and overlooked issue from the warranty period.

  

  Business response

  06/19/2023

  As we stated before the following customer had their car here in February of 2023 at ******* miles for a check engine light that we verified faults for repairs and performed customer authorized repairs. According to this complaint the vehicle's check engine light reappeared within days of this service but the customer did not return to us for any further testing after that repair.

  The customer receipt shows the customer currently has ******* miles and had traveled ****** miles after our repairs in February of this year. The repair warranty for this repair is twelve months or ****** miles whichever occurs first per VW part warranty. The customer has exceeded that limit by ***** miles. ***** are no further warranties on this vehicle due to the excessive mileage on the vehicle.

   

  Thank you,

   

  Customer response

  06/22/2023

  I do not accept this response. ***** already established that his dealership wont take responsibility for failing to figure out the issue in the first place. I am well aware that theres nothing the dealership can do.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2023 ****** but left without the second key for the car. After trying to resolve this with the local dealership (*********** who never called me back even when i went to the dealership twice), writing a letter to the general manager (the sales manager called me) and after i was told i would have to split the cost of a second key, whch i agreed to, i have never heard from anyone. This is my second car from this dealership and i am so sorry about my purchase. That dealership is so lacking in customer service. How dare they treat buyers like this? I hope i hear from you. *************************

  Customer response

  05/11/2023

  I thought i sent this complaint specifically for Camelback VW. I have not heard from them regarding the second key to my new vehicle and would like to know the status. Thank you for your attention to this matter. *************************

  

  Business response

  06/09/2023

  Thank you for the opportunity to respond to the complaint submitted by our customer, Ms. ************************* (Customer).
  

  On or about June 7, 2023, the Customer picked up the additional key for the vehicle from Camelback Volkswagen Subaru (Dealership).The Dealership is covering the complete cost of the additional key. The Dealership believes this issue is now resolved.

  Thank you,

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

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son took my car which he drives to camelback Subaru for some repair in August. They did an adequate job on the repair but when he was driving home, he noticed his radar detector was missing. When he got home, he called the service center to let them know of the loss. After about a week, the service department got back to him and told him that a service technician remembered seeing the detector in the car while it was in their care. They agreed that they should replace the detector. Since then, my son has called almost every week and they continue to put us off, never return calls or simply tell us they have ordered a replacement and they will call us back when it gets in. 2 weeks ago they told my son they had it and it was ready for shipment. I went down to the dealership and talked the the service manager. He was rude and told me they are still in the process of ordering it and the radar detector was not actually there. It has been 3 months and we just want them to do whats right and replace the missing item.

  

  Business response

  01/03/2023

  We replaced radar detector.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle in May 2022. A couple of days later I had to go back to the dealership. Service advisor told me to use premium gas only - even though salesman and the car state that either regular or premium is fine. I returned two mores times for the same issue. The only "repair" that was completed was turning the light off. When I went back for the same issue, a car part was replaced in order for the issue to be "resolved." The check engine light still turned on that same week. Service advisor stated that he didn't build the car or put the sticker on there so he couldn't help me out. I felt discriminated against for being a woman and of hispanic/latin heritage. Sales advisor was rude, condescending, and embarrassed me. I went to a different dealership and they were able to provide me with real information and solutions. Camelback VW will no longer receive my service.

  

  Business response

  10/01/2022

  We do not discriminate against anyone.  The advisor that helped her was also Hispanic.  Not interested in this dialog.

*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. ↩