Cactus Jack's Autos

The customer was aware the Registration and Plates would take longer than usual.  He was told at the time of sale.He had to have that specific vehicle.  In an effort to please him we sold him the vehicle.  He can have his down payment back.and return the vehicle.  Please all...

Scott at the Mesa location. Sincerely, Dennis D[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

I am sorry you have been inconvenienced by some mechanical issues.  It is my understanding they have been address to your satisfaction.  Please contact [redacted], (you have his company cell number) my shop foreman if any other problems arise.  I am going to credit your account $400...

for missing work time.  I hope you have a nice day.
[redacted]President

The extension was processed as requested. The customers concern has been resolved.  Thank you,Arturo V[redacted]602-429-8420

After 20 years of being in business and hundreds of thousands of satisfied customers this is the responseWe will stand behind the product and service like we alway have.Let us inspect the vehicle and make our determination  Thank YouDennis D[redacted]

We are sorry Ms. [redacted] experienced problems with her vehicle.  She drove the vehicle for 1000 miles and came in with the problem of her cooling fan. We tried to fix the connection. We also noticed her front brake pads were almost ready to be replace. We replaced them for free. The...

repair on the fan connector did not work. She brought the vehicle back in and we replaced the entire connection assembly.  The repairs were all covered under warranty.  I feel the company did a great job with customer service.  I would like to offer Ms. [redacted] a $50 credit for the time and gas she spent bringing in the vehicle.Thank you[redacted]President

Ms. [redacted] purchased the vehicle on 3/11/2017. The vehicle was brought in on 4/04/2017 for an oil change. She was not experiencing any issues with the vehicle at that time and no other concerns were mentioned. On 7/14 the vehicle was brought in with these concerns: Check transmission, check...

gas gauge, check front left headlight, check A/C blowing hot. Based on the road test the transmission was operating properly at that time. No trouble codes for the transmission were found and no slipping was felt during the test. The vehicle was brought nearly empty of fuel. Once fuel was added the gas gauge was reading. The front headlight bulb was replaced. The charging port was found to have a leak. The port was replaced and the system was re-charged. The A/C was now working as designed.  Attached are the two work orders for the vehicle.   The vehicle was in the customers possession for 4 months prior to being brought in for any repairs. We do have a 12-month 12,000 warranty for the vehicles that every customer receives. The warranty does have a Deducible of $299. The $300 that Ms. [redacted] was referring to is the deductible for the warranty repairs. Ms. [redacted] was not charged for any of the work done to the vehicle in July. If she has additional concerns we are willing to look at the vehicle to see if any repairs would be covered under the warranty agreement. However, any warranty related repairs would be subject to a $299 deductible.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish,...

you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

When I test drove it I pointed out that the gas gauge was not working, the rear left window and the headlight.  Cactus Jacks told me that they would cover the repairs after I purchased the vehicle.  All of these issues were promised to me by Cactus Jacks.  When the vehicle was taken in for an oil change in April, it was brought up to the mechanic that we needed to have the gas gauge and window looked at, but were told we would have to leave the vehicle for a week in order for it to be looked at and repaired, so we only had the oil changed. I did try and schedule at least 4 other appointments from March to June, but was told every time that I would need to leave the vehicle for a week, which I was not able to do. Once I purchased my second vehicle I took the Escalade in and told them they had 2 weeks to get all of the work done.  When the vehicle was taken in there was half a tank of gas in it.  I have a video of when my Fiancé drove down to the mechanic, took the Escalade to the gas station and filled the tank, took the vehicle back to the mechanic and showed them that the gauge still showed empty.  When he showed the manager, on video, that the gauge was still showing empty, they told us that we would have to pay the deductible to have it repaired.  I can provide the video showing that the gas gauge did not move once the take was filled, I also have the video of filling the gas tank with $40 worth of gas.   This is unacceptable. I would not have purchased the vehicle had they not made the promises to get the vehicle's gas gauge repaired. I am asking that Cactus Jacks make the repairs that were promised, Gas gauge repaired, left rear window repaired, light replaced.  I am willing to pay the deductible for the other issues that have now come about, because those issues were not known at the time of purchase.  I feel that this is a breach of contract as I would not have purchased the vehicle without the repair of the gas gauge.

We apologize for the mis-communication and the shop closing which in turn did not allow us to replace the battery after 3:30. We can issue a credit for the battery. Randy our service manager has asked Ms. [redacted] to come in regarding the transmission codes but she has not made it in. We need...

an opportunity to look at the vehicle so we can diagnose and repair the issue.

Attached are the Warranty documents that Ms. [redacted] was given at the time of the purchase. It clearly discloses the Deductible for the warranty and goes over covered items and non covered items. The head light was already looked at and the bulb was replaced at no charge, this is not a covered item. Ms. [redacted] states she "wants the things that were promised" attached is also a copy of the "WE OWE" The only thing stated in this document at the time of sale was the passenger rear window. The document states we do not offer verbal promises and the document is only valid 30 days from the date it was issued. The warranty would apply after that.  We are willing to repair the window even though the time has elapsed. Any other warranty work will still be subject to the Deductible.  Attached is also a work order of what the three items that Ms. [redacted] is referring to would cost without the warranty.

We have reached out to customer and are going to handle the customers concerns with vehicle.

The customer purchased the vehicle on 3/21/2015 and had it in with a concern on 6/9/2015.  We inspected the vehicle and load tested the alternator and deemed it needed to be replace.  The customer received at the time of purchase a free warranty (6 month/6000 miles). The warrantyhas a...

$200 deductible on it.  We informed the customer of the $200 deductible and she said ok.  The customer never called or came back.  Now 3 months later we received this complaint.  She may still be under warranty.  If she had other problems then why didn't she use the warranty?  I would like the customer to call our service department at [redacted] and schedule an appointment so we can take care of any concerns.  Please have her bring in all the service recordsfor all the problems that have occurred in the last 6 months.It is true we do have an early trade out program, but the customer has too high of a balance at this pointI look forward to hearing from her and helping.Sincerely,[redacted]President

Please remove this from my experience rating.  It is a payment issue.  Should be made out to [redacted]  The customer should contact Charles (the manager) and he should be able to change the payment date. Dennis D[redacted]President

We have been working with the customer to resolve the issue.  We ordered one part and the vehicle need a second part.  That part was on backorder from the Dealer.The part is in now.  They can call the service department to set up an appointment.  We will give them the $50 credit...

once the repair is done.  This is the first time we heard about a radio.  The door actuator should not have anything to do with the radio, but we can look at it.  The customer uses their vehicle for commercial use (not allowed under the contract) and has had a difficult time leaving us the vehicle.Sincerely,[redacted]President

Hello,  Unfortunately we were not able to locate any records of this customer in our data base. Please provide the name of the person on the contract. Which location was the purchase made in? It is possible that the loan is actually being serviced by our sister store. If that is the case this...

will have to be referred to them. We are listed as Cactus Jacks Autos, they are Cactus Jacks Auto Sales.  Thank you, Arturo V[redacted]Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are sorry they experienced trouble with the vehicle.  We tried to repair the 3 small issues at our facility.  We did credit the consumer $100 to compensate them for their time and inconvenience.  We spoke to them 30 minutes ago and offered them to take the vehicle to a...

[redacted] store and we wouldpay for the repair(and give the $25 a day for rental car reimbursement) or they could come down and trade out of the vehicle for one of like value.We made this offer to them before knowing they wrote the Revdex.com.  This is the way we conduct business.Sincerely,[redacted]Management

We do understand the confusion between a smog test and an OBD2 test.  The consumer did her research and found out Cactus Jacks is just trying to help her out.  We are not obligated to do so but we are going to take care of the customer in the name of good customer service.

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Best Regards

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,