ComplaintsforCamelback Volkswagen Subaru

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a 2014 ***** from Camelback Volkswagen and 5 days 800 miles later the drive unit (motor connected to the rear end went out). Car was purchased 8/17/22 and stopped working 8/23/22. ***** does not have the parts, so it is still sitting in our garage as of 9/19/22 without an ETA for the needed parts.We spoke to the ** for used sales ***** and he said there is nothing they can do, "sorry". They said there was a 120 point safety inspection. A quick look from a ***** person said the coolant reservoir looks empty. Still waiting for the car to go into service to see if this is the case.

  

  Business response

  09/20/2022

  This unit passed all of the required inspections required by *****************.  It is unfortunate that it had issues after 800 miles.  Electric vehicles are very different cars as they don't have individual components that can be fixed.  Tesla is even more difficult because they will not sell any repair shop parts to their cars.  The owner must go to them to get unit fixed.  From my understanding the unit is a month or two out of warranty and under miles.  ***** is the only company that can help at this point.

  Customer response

  09/21/2022

  The car experienced issues 5 days after purchasing it. We spent $41,000 which was all of our saving to purchase the car. The car has been down a few days short of 30 days without an ETC at this point, plus $6300 to have it fixed. The dealer should take position back of the car and issue a check back for the purchase. We are a family of four with ***********. This has and continues to cause tremendous stress and heartache on our family. 

  

  Business response

  09/21/2022

  The best course of action for this customer is to press ***** to fix the car under warranty.  Taxes, and registration were paid the day of purchase.  I am not able or willing to buy car back.

  Customer response

  09/27/2022

  The car warranty was expired when the car was purchased from Camelback Volkswagen. The car is out of warranty and ***** will not cover it. We paid $41,000 and 5 days later the drive unit went out. So now we are stuck with a $6300 repair and we don't have the extra money to repair it. We had sold our Hybrid and pulled all of our savings to buy the Tesla in the first place. We are a family of four just getting by in these times. This isn't something small that went out or broke on the car, the car is undrivable now. 

   

  If the dealer will not cover the cost of the repair or buy the car back, they really don't care about their customers. This is apparent at this time and really sad that a big dealership would do this to their customers. Stuff like this is why we go to a big dealership and not a small mom and pop shop. ****** learned not to trust a dealership at all.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2012 VW CC was involved in a class action lawsuit which was won. However we were never notified by dealer of suit or remedy. They obviously have our information as we just received a service reminder. We spent well over $4000.00 in repairs on different things like melted water-pump, constant oil leaks and turbo. The car is a lemon period. The class action involved a timing belt issue that caused engine to seize. We were never notified, and 3 months after we would have been able to benefit from the settlement the problem occurred. The engine seized and it would be ******** to repair. The funny thing is we have spent as much or more repairing this car then we spent purchasing it. When we contacted Camelback we were told we were out of luck. Not a corporation or dealership I would ever buy a vehicle from again. And my poor son who is a college student is now without transportation and has a pile of junk sitting in his parking lot.

  

  Business response

  08/05/2022

  Dear BBB Representative,
  
  Camelback Volkswagen is a sole and separate entity from Volkswagen ***** of *******, Mr. and Mrs. ******* ******* manufacturer.  The class action lawsuit referenced in ******************* complaint was filed against Volkswagen ***** of ************** Any and all questions or issues related to the class action lawsuit must be addressed directly with Volkswagen ***** of ************** Furthermore, we point to the fact that Camelback Volkswagen has only performed repairs to Mr. and Mrs.******* ******* that are unrelated to the issue referenced in the complaint.
  
  We hope this information is helpful to the Piksurs and recommend they contact Volkswagen ************* directly regarding this matter.
  
  Best regards,
  
  ***************************
  General Manager

  Customer response

  08/06/2022

  During my sons time attending GCU for school, we have had multiple issues with this vehicle.  We had the water pump replaced in ******** and the Camelback Volwagon did a full repair on the turbo in August of 2019 that cost of $1,600.  The vehicles VN number and our contact infomration remained in the dealers data base since that repair.  Several weeks ago the engine became damaged and the car is currently undrivable.  At that time, Our insurance company towed the vehical (engine failure) to an Auto repair shop close by his location and they told us the engine matched the issues in a current class action lawsuit and advised us to contact the dealer.  We contacted Camelback and we were shocked to hear we missed the cut off for the settlement repair by a few months and ***** miles.  We contacted the law firm from the lawsuit and they recommened we reach out to Volkswagon ******* and that dealer were likely honoring the repair after deadline.  We contacted Volkswagon ******* and they said to start with dealing with local dealership (Camelback).  We called the dealership back and again asked for help and they told me that would not honor the repair and did not offer any support.  

  We are also qustioning why were not informed about the engine issues during the repair of the turbo that was during the active status of the class action.  We never recieved information on any of the current (and not past dealine) on several of the repairs we made to include the Turbo repair.  

  The resolution wer are requesting is for Camelback to honor the repair of the engine.  We have the vehicle and are looking forward to a safe remeday for our son.  

  

  Business response

  08/11/2022

  We stand by our original response and refer to the manufacturer for additional questions or concerns.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Mid April I had spent $1,000 to fix a leak on my vehicle and was told that the work came with a 12 month warranty. A couple weeks went by and my vehicle started leaking oil again. I took the vehicle back to the original service advisor *****. He told me that everything would be covered and would call when the vehicle was ready. A week went by and there was no communication. I called in and spoke to ***** and he confirmed that the vehicle was being worked on and that everything was covered. Another weeks goes by and the only communication is a text message trying to upswell me on additional services. I called the dealer again and spoke to a woman, who said that she needed her manager to call me back and that it would be in the same day. I still have not received a call back or any info on my vehicle. Going on three weeks now without a car. They have not even offered a loaner. Their lack of service has caused a hardship for me. I dont even know what is going on with my vehicle other than the additional services they offered.

  

  Business response

  06/02/2022

  We respectfully request additional time to provide a response.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wifes 2021 Subaru ascent had a recall for a wiring harness. She took it in to get it replaced. They called her back a few days later to come pick it up. She barely made it to the freeway before every light turned on for the check engine. They gave her back the loaner car and told her theyd check it out. They said it was a loose wire in to come pick up her vehicle again. Then a week later we went on a family trip made it an hour away from our home on the freeway when the vehicle stopped shifting gears and we pulled off the freeway in the car died on the exit ramp. I had my wife two toddlers in my 12-year-old and two dogs in the vehicle. We almost were hit by multiple vehicles before the car restarted and I got it into the ******* parking lot. Where it died and I pushed it in to a parking spot with my wife. Called Subaru and told them about the scenario and they brought a vehicle out to rescue us and the vehicle was towed to the wrong Subaru. The vehicle sat there for over 48 hours and then was brought to the right Subaru after many phone calls. Then after a week of them having the vehicle now they are telling us the vehicle had a gas leak. And theyre ready for us to pick it up. The vehicle never ran out of gas it had trouble shifting and died multiple times and lost complete power and had multiple check engine lights coming on. They have lied and been unethical multiple times since trying to fix the recall. Have talked to everybody at the dealership and they all blow smoke at us telling us lies.

  

  Business response

  04/08/2022

  Dear BBB representative,

  We have reached out to **************** to advise that, unfortunately, we are not able to respond to the complaint as filed.  Due to Customer ********************* Rules we are only able to provide information to the party of record.  

  We regret the inconvenience and thank **************** for being understanding.

  Best regards,

  Camelback Subaru

   

   

  Customer response

  04/08/2022

  Business says that I cant make a claim because my wife had already signed paperwork. I looked it up Im on the loan for this vehicle its mine just as much as hers so I can make a Better Business Bureau claim. They just dont wanna deal with the problem and push it off and try to find little stipulations so they dont get in trouble.

  

  Business response

  04/14/2022

   

  Dear BBB Representative,

  The Clarnos brought their vehicle into our ****************** on March 21, 2022 for an Ascent Engine Harness and ECM Replacement.  The repairs were completed.
  On April 8, 2022 the customers had their vehicle towed to our facility stating that they were driving out of town, check engine light came on, and car lost power.  As per the Repair Order:
  Upon inspection we found that the fuel gauge was on empty,possibly from trying to start.  We found that the vacuum line to PCV Valve had popped off, possibly from backfire.  The vehicle battery failed performance testing and was replaced as needed. Found fuel level empty in vehicle as well, added 50 dollars of fuel to the vehicle.  Fix Fuel lines and verified all repairs completed no issue on test drive after repairs.
  We truly regret that the Clarnos have experienced any issues with their vehicle, however the two aforementioned visits are unrelated.   The Clarnos have taken delivery of their vehicle and have advised that they will be obtaining a second opinion and reach out to their vehicle manufacturer,Subaru of *******, if necessary.
  We appreciate the opportunity to respond to this matter and thank the Clarnos for their patronage.
  Best regards,
  
  ***************************
  General Manager

• Initial Complaint

  02/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The sales representatives are borderline predatory with their contact methods. I do not have an account nor did I request an appointment, and they have texted, called, left voicemails, and emailed me multiple times a day. I only filled in my information into a payment estimator, I did not say I was interested in buying a car from them, scheduling a test drive, or receiving more information.

  

  Business response

  02/23/2022

  Dear BBB Representative,

  We have processed **************** request for no further contact and apologize for any inconvenience experienced. 

  Best regards,

  Camelback VW, Subaru

  Customer response

  02/23/2022

  
  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,
  
  Dr. ***********************
  
   
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in a vehicle on 12.23.2021 that was originally purchased from Camelback VW. The original loan included extended warranty and GAP insurance through Volkswagen. I have attempted to contact the dealership on several occasions, I have yet to speak to a live person other than a receptionist. All calls are transferred to a random VM even though I ask to speak directly with someone. These VM's do not get returned! I am limited to the amount of time which I have to cancel these and get a pro-rated refund. I have spoken directly with Volkswagen Credit and have been advised the dealership is who needs to assist in this process. But again I can not get the assistance needed. I no longer live in the area, so this prevents me from visiting the dealership. At this point, after over a month of trying to resolve this matter, I feel a full refund of these services is necessary. I am wasting too much time in trying to speak with anyone at Camelback VW, this should be a simple matter but instead, through pure neglect it is becoming a much larger issue.

  

  Business response

  02/12/2022

  Dear BBB Representative,
  
  A member of our accounting team has reached out to **************** in order to assist with the cancelation processing of the warranties referenced.  The necessary cancellation forms have been secured and submitted.
  
  We apologize to *************** for any delay in reaching a member of our team to facilitate the cancelations. 
  
  We appreciate the opportunity to resolve this matter and thank **************** for his patronage.
  
  Best regards,
  
  *********************
  Controller

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have purchased a vehicle from this company as of 03/2021. I have been trying to get information on the loan they applied for on the car and to no avail have I received any assistance. I reached out to my finance company who says I need to get in contact with them but all I get is the voicemail and no call back. I have been asking for information on the loan they applied for so I am not understanding why I have not received any assistance. I need this information and unless they did something fraudulent I don't understand why I can't get a phone call. A text message is not a way to conduct business so I am filing this complaint with hopes of a resolution.

  

  Business response

  01/13/2022

  Dear BBB Representative,

  We have reached out to ************** for clarification regarding which documents she is requesting copies of.

  We are working on her request and can confirm this matter is resolved shortly.

  Best,

  Compliance Office

  Customer response

  01/13/2022

  
  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,
  
  Iquaesha *****
  
   
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Attempted to help son purchase his first vehicle. Upon arrival at dealership we were notified of a $10k dealer adjustment over MSRP that was never previously disclosed. Clearly this dealer is price gouging, being unethical and conducting fraud.https://www.camelbacksubaru.com/new/Subaru/2021-Subaru-Crosstrek-bd43074a0a0e09711eb0af0be6f9e7b4.htm

  

  Business response

  01/06/2022

  Dear BBB Representative,
  
  We have reviewed the information related to ************** attempted purchase and did not locate record of any negotiations prior to dealership arrival.  Our management team attempted to reach a meeting of the minds with ************** on the vehicle of interest,however we were not able to reach numbers that were agreeable to both parties.  We explained that suggested MSRP is in fact suggested and price is set by to the selling party.  We further explained that due to current global inventory shortages, primarily due to micro-chip production limitations, vehicle supply is not currently meeting market demands. 
  
  We appreciate ************** visiting Camelback Subaru and truly regret not being able to provide the discount requested.  At such time that inventories normalize Camelback Subaru would be happy to revisit ************** proposal.
  
  We appreciate the opportunity provided by ************** and regret not being to assist him at this time.
  
  Best regards,
  
  *********************
  General Sales Manager

  Customer response

  01/06/2022

  Their response is completely incorrect. I asked them directly on the phone for a quote to be sent to me and they refused to do so. They have called repeatedly and left no messages. I have filed a complaint with Subaru Corporate.

  

  Business response

  01/17/2022

  Dear BBB Representative,

  We stand by our original response.

  Best 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. ↩