Berkshire Hathaway Automotive

I recently purchased a Ford Escape Hybrid from Westway Ford which is part of the Berkshire Hathaway Automotive group. The escape was advertised at around 34,000. When I went to buy it the sales person told me I could not get it for that price because they added features at the dealership that I did not want but they increased the price by 2000 dollars to cover inflated options like wheel locks and additional tint on the windows. I actually had them remove the wheel locks because they don’t prevent theft but they do make all tire service for the lifetime of the vehicle a pain. The next lie the dealership told me was that they offered an extended warranty for a price. I have had a Ford extended Warranty in the past and it isvery good. What I received was a third party service contract from MPP which is owned by Berkshire Hathaway for the same price as my last extended warranty. No paperwork is provided about the MPP contract and I had to complain before I was emailed a link which doesn’t tell what is covered but has a bunch of details regarding what is not covered. When I asked afterward why a ford extended warranty was not offered, I was told that it was because it was a Berkshire Hathaway Automotive dealer and they were required to push the Berkshire Hathaway company plan from MPP. This is the most dishonest and horrible experience I can imagine. I will warn everyone to avoid this dealership. I can understand why the Tesa online order experience is so well received as you do not have to deal with all the dishonest practices that have crept into the dealership model.

Crest VOLVO started out being the best place to be employed. Every since Jeremi Chapman came a board it’s been horrible. Good people had quit or gotten fired for no reason at all but you keep people who needs to be gone employed like all the DWI employees, employees whose crash customers cars and etc. This Service Director Jeremi Chapman is rude to his employees and only thinks about himself and his bonuses for his wallet. Not a good place to work anymore and the cars not fit to drive-HORRIBLE

I am extremely disgusted with the service I'm receiving from David Maus Toyota.. We're trying to purchase a Toyota Avalon for well over a week now and it's like cutting teeth to get this purchase finished... We entered into this with a check in hand to purchase the car at the listed price so negotiating isn't the issue.. Either the salesman aren't trained very well or they just won't put in an effort to sell... All paperwork and check were over sent over night for Saturday delivery... The shipping company was scheduled to pick up the vehicle on Sunday... Sunday evening I contacted the salesman(Eric) and asked if the shipper had contacted him and picked the car up and was told "they hadn't received paperwork or check... Now I'm worried.. Where is this paperwork with all of our information on it and where is the check.. I asked the salesman (Eric) if he looked around and he said yes.. I told him will track this stuff and if we find out that they had all these items all along the deal was off... All of a sudden the paperwork appears but still no check.. Monday morning the check is tracked and we discover the check was at the dealership since Saturday as well... Apparently no one took the time to look for it... We missed our shipping date.. We have to get reassigned a truck and there's no telling when we will get this car delivered.. I'm sure there will be a fee associated with missing the shipping date as well... We have asked several times to speak to the general manager with no success.. When asked to be connected to him you are transferred back to the salesman... The same person that holding everything up... Really bad service.. I would not recommend this dealership to anyone..

Camelback Subaru provided me with an "out-the-door" price on a 2015 Subaru Outback via email. I went to the dealership to put a deposit down so the car could be ordered. They pulled a "bait and switch". It was apparent they had no intention of honoring the quote they had given me. I'm not surprised they are not Revdex.com accredited.

When Mr. [redacted] purchased his vehicle the original deal did include a maintenance contract for a total cost of $3080.00, however the lender did not approve the structure of the financing and we had to reduce the amount financed to accommodate the requirement of the lender. We removed the maintenance portion of the contract and issued a new Mechanical Failure Service Contract for a cost of $2400.00 which was signed on April 28, 2015 and reduced our price by $500.00. We are able to offer you a 24 month/30,000 mile maintenance contract for our dealer cost of $480.00.  We do also have acknowledgment of the re-written contract signed by Mr. [redacted] on April 28, 2015. I have attached copies of the contract Mr. [redacted] signed and the acknowledgement of Re-Written contract.
This email was also sent to Mr. [redacted] to which I did not receive a reply:
[redacted],
 
I tried reaching out by phone- the number listed in your complaint was no longer working. I did some research on your Revdex.com Complaint #[redacted] and found that you have a service contract in place with Fidelity Warranty Services. I have attached a copy of your Mechanical Failure Service Contract along with the contract inquiry print out showing the contract is active. In reviewing your file I did find that there was a new contract completed on April 28th which shows we removed the MPP Service Contract and added the Fidelity Service Contract which changed your payment from 651.66 monthly to 624.92 monthly. It is also my understanding that the free first 10K service was provided by Volkswagen and was not part of your service contract. Please let me know if you are interesting in canceling your service contract and we can work with you to obtain the paperwork needed.
 
Thank you,
 
Denise F[redacted]

September 17, 2015In Response to the Complaint from Mrs. [redacted]Our dealership makes customer service a high priority. Additionally, we make every effort to get our customers the best deal possible. We are very transparent and communicative with our customer to make sure they are...

comfortable and are provided a full explanation of the paperwork.1)   Any internet pricing discounts include the applicable rebates.  Ms. [redacted] received the $2,500.00 incentives that were available at the time of purchase.  These included $1,000 VCI Customer Bonus; plus $1,000 VW Model Year End Sales Event Bonus; plus $500 Labor Day Customer Bonus.2)   Ms. [redacted] was given an additional $2,000 discount by over-allowing for her trade in vehicle; a2012 Toyota Prius.  Ms. [redacted] was offered $13,500; and was shown $15,500 for this vehicle.3)   0% Financing is not available on this vehicle for 72 months financing.  At no time with the business manager did Ms. [redacted] question the rate or term.4)   Ms. [redacted] initially offered the information that the payoff on her trade in was approximately$11,000. The actual payoff is $20,059.00. This negative equity is solely the responsibility of the customer; not the dealership.5)   Customer was offered the opportunity to purchase both the extended service contract and GAPinsurance at the time of purchase; and declined both.6)   Ms. [redacted] was engaged with the business manager for more than 48 minutes; and at no time expressed any concerns about the negotiated pricing; interest rate and term; trade value; or any other aspect of the transaction.  All transactions are video and audio tape recorded; to confirm that all proper disclosures are made; and any and all customer concerns are addressed before final purchase documents are completed.7)   It is less than reasonable that Ms. [redacted] expect the dealership to re-negotiate a transaction that was made in good faith.  It is disingenuous for her to suggest that she was the victim of “high pressured sales” She was in the dealership for more than 5 hours (from approximately 9 until 2); working with a young, inexperienced sales associate.  She listed her career as a Physician’s Assistant, and is therefore a highly educated professional.  She certainly was under no obligation to continue to negotiate; agree to final terms; and then take delivery of her vehicle.8)   Ms. [redacted] by her own admission, did “her research” after agreeing to terms and taking delivery.Ms. [redacted] submitted an Edmunds.com inquiry three days after purchasing and taking delivery. Ironically, based on the “True Market Value” that was outlined in this inquiry; she received pricing lower than this particular offer, yet she still would like to renegotiate.  She originally submitted an inquiry to the dealership, through VW on 9/3/2015.   She was involved in an email exchange over the next few days before scheduling an appointment to come to the dealership. As Ms. [redacted] had originally provided a non-working number; it was she that contacted the dealership to schedule this appointment.  This was not a spontaneous purchase for Ms. [redacted]; so, again, suggesting that “high pressure sales” tactics were involved is less than reasonable.9)   Ms. [redacted] did actually speak with Andrew D[redacted], the VW Sales Director, on September 6,2015.  Her only concerns at the time was her trade value; which Mr. D[redacted] reviewed with her. Again, it is unreasonable to expect the dealership to revisit and renegotiate a transaction; simply because the customer is threatening to use the Revdex.com and social media as a threat and a weapon.10) The dealership will vehemently defend any derogatory, libelous or defaming statements made on any and all social media sites.  Ms. [redacted] purchased the vehicle at a fair price; received a fair price for her trade in; and was assisted in securing highly competitive financing terms.11) As an offer of Goodwill, the dealership will provide a GAP policy, with a Retail value of $795.00to Ms.  [redacted].  No other renegotiations will be entertained. If you require anything else, please feel free to contact me. Sincerely,Gema P[redacted]Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda###-###-#### [redacted]

It seems this complaint should be forwarded to Peoria Ford.
Please let me know if you require anything else.
Thank you,
Gema P[redacted]
Customer Relations Manager

I purchased a 2012 Jetta from Camelback VW, The sales team was friendly Rene' K** was extremely helpful. It is a big dealership so looks very trusting. My family and I (fiance,3 month old baby boy and father) all went on July 4th to purchase a vehicle because they said they can do it. This was after the 1st time that was a wasteful experience. They made up the 2nd time though. When I went to the test drive the vehicle it wouldn't start. They jumped the car, Then assured me that a new battery will be put in. As I went through the buying process they reiterated that they were washing and detailing the car and replacing the battery with a new one. 3 months later I was stranded the battery died.( thank goodness without my son). When I went to test the battery it was dead and O'reillys said to me in their words when I told them it was supposedly new."Im sorry but you got screwed this battery is a couple years old.because the sides were warping". After have my fiance call to make them do what was right since they lied about putting a new battery in. They gave her the run around several calls and endless holds and no call backs when they said they would return her call. So I figured it was my turn spoke with an ed on friday that promised to call me on monday at noon and.....no call surprise nope. after being pushed around on hold 2x then hung up on I finally spoke to someone after threatening to share my experience with Revdex.com. Then she got defensive but I will say gave me the most information thus far. I e-mailed my receipt we will see if they make the wrong right. not holding my breath on this place.

[redacted], [redacted], and [redacted] made for a great car buying experience. [redacted] was a casement professional. They were all honest, friendly, and very knowledgeable. I would recommend this team to any of my friends and family. A+

I reached out to Mr. [redacted] to discuss his concerns. There might have been some miscommunication or misunderstanding. We have made him aware that moving forward, we will require doumentation for the complimentrary oil changes each and every visit. He was polite and appreciative that we reached out to...

him. He states he would update his compliant.If anything more is required please feel free to contact me.[redacted]Customer relations Manager###-###-#### X[redacted]

As explained in the prior response the 2016 VW Passat was not a vehicle that the bank would approve the customer on. The customer was given the opportunity to purchase a 2016 VW Jetta in place of the Passat which he came into our dealership and took delivery of the 2016 VW Jetta and resigned all of the paperwork for this vehicle.
In regards to the PS4- the dealership did not purchase the PS4 from this customer- it is my understanding that the customer sold the PS4 to an employee of the dealership outside of the dealership and the customer gave us cash as the down payment. We are willing to give the customer $150.00 which is the amount he received for the sale of his PS4.

Mr. & Mrs. [redacted],

We appreciate that you took the time to bring this personal experience to our attention.  

After receiving your complaint, I immediately escalated this information directly to [redacted], our General Manager.  He has taken...

appropriate disciplinary action with the parties involved in your interaction with the dealership to make 100% certain that this does not occur with any client(s) of the dealership moving forward.  We sincerely apologize that you were given misinformation from any member of our staff and that you were inconvenienced by this.

Thank you again for bringing this to our attention.

[redacted], Customer Relations Manager

Camelback Volkswagen.[redacted].Subaru

[redacted] x:[redacted]

July 10, 2015In Response to the Complaint from [redacted]Our dealership makes customer service a high priority. Additionally, we ensure due diligence is done with any and all repairs. We performed the necessary repairs to [redacted]’s vehicle, which is 14 years old and has 165,000...

miles on it, and no damage was done to her vehicle.    Our Service Manager, Customer Relations Manager as well as our Fixed Operations Director have all reached out to [redacted] in an effort to clarify any concerns. [redacted] has not returned any of our phone calls.  We believe this matter is closed as the customer had refused to communicate with us.    Sincerely, [redacted]Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda[redacted]

Camelback Subaru provided me with an "out-the-door" price on a 2015 Subaru Outback via email. I went to the dealership to put a deposit down so the car could be ordered. They pulled a "bait and switch". It was apparent they had no intention of honoring the quote they had given me. I'm not surprised they are not Revdex.com accredited.

[redacted] has the right to cancel her Extended Service Contract, when a customer requests a cancellation they are provided the attached cancellation form and odometer reading. Once we receive the completed documents we will proceed with the warranty cancellation and if there is an active loan...

the cancellation amount needs to be sent to the loan provider. The practice that [redacted] is describing it not our normal business practice. [redacted] can contact myself to return the completed documents at [redacted].Sincerely,
 
Denise F[redacted]
Controller

I find the response to be both inadequate and factually incorrect. The Telephone Consumer Protection Act clearly states that "A company with which a consumer has an established business relationship may call for up to 18 months after the consumer’s last purchase or last delivery, or last payment, unless the consumer asks the company not to call again. In that case, the company must honor the request not to call. If the company calls again, it may be subject to a fine of up to $16,000." My last purchase with the company was May 2012, well outside the 18 month window that gives you "permissible purpose to reach out to him with offers that may pertain to him." In addition, each time the company has called, I requested them not to call again, yet I have continued to receive calls, the 6 I have documentation of occurred on 7/24/2015, 9/24/2015, 11/24/2015, 1/24/2016 (when I filed the original complaint, and received assurance from Gema it would not happen again), 3/24/2016 (where Gema this time made SURE I was placed on their do not call list), and again on 5/24/2016 when I filed this second complaint.

I am brutally honest when it comes to auto dealers and my purchasing experience so take this for what you will. I have purchased a number of cars in my life and I always judge a dealership by the people, the experience, and the deal. I purchased an STI here last week.
The People: The sales people are nicer than your average dealership and the pressure is probably low to average. I never felt uncomfortable or like I was anything other than a car buyer (though more on that later). Employees passing by would even stop and chat. The only person I wasn't all that thrilled with was the manager (I think he was the manager) who was brought in to talk me into being ok with all the add ons. NY/NJ accent and demeanor to match. He was nice enough but it was the typical sales pitches and likely embellishments ("it costs me this much and it's really for your protection...") to get me to sign. B+ on the people.
The Experience: Overall pretty typical. I actually went here by mistake. I was supposed to go [redacted] Subaru but I mixed up the addresses. As most car buyers do, I went in knowing what I wanted and got talked up into taking something else. I'm not terribly disappointed as I love the car but there's always that lingering spite of buying something you don't think was worth it. More on that in the deal section. We had to go back and forth a number of times on price because I had a dam good quote in writing from [redacted]. I was about to leave twice and of course they kept making me offers. Some insulting, others more reasonable. After the deal was said and done, the rest of the finance process was not bad.
The Deal: So here's the thing. Camelback Subaru...and I'm guessing a lot of other dealers put a bunch of dealer add ons and stuff that is WAY over priced and generally not worth it. Tint? Fine, that was only about $50 more than aftermarket but $600 for paint protection that I have no choice in rejecting? Door and handle guards for another $600? You can find them on [redacted] for under $10!!! [redacted]? You can get 3 years of applications/coverage for $180 ($30/application every 6mo). Here's the thing, you want to sell all this overpriced stuff to people, give them a choice and let them know they have a choice! Hiding the truth is just as bad as lying to make a buck. As far as the price of the car...typical markup I guess. Well over what Subaru advertises online and in media. Just know that you can easily get them down by walking out. Never go look at cars thinking you are going to walk out the door with one. Always go in with the idea that you will buy one next week. Don't let the draw of driving away NOW cost you a few thousand. Do research and have quotes ready. Hard numbers for the base price of the cars you want, the car you are trading in, and if possible, an offer from another dealer.
Some tips: Talk your way out of paying for any of the extra stuff they put on the car without asking you first. You don't want it and don't need it. The tint in AZ is probably the only exception. The paint protection...hell no. You can get that cheaper aftermarket...and it's probably only a warranty they are selling you. You have no proof that they even put anything on the car. The door guards are 99% marked up. The [redacted] is about a 400% markup. Don't even bother. As far as the second round of negotiating (in the finance office) reject everything. The only possible thing you might want is the extended warranty but first, check your insurance company. [redacted] offers mechanical breakdown insurance on new cars for a whole lot cheaper. It costs me $16 every 6mo with a $250 deductible each time I use it. Way cheaper on a new vehicle than the $2000 plan the dealer wants you to buy (and finance so you are paying interest on it). It's also an exclusionary policy so it covers almost everything.
Overall, if you can get them to keep their overpriced add ons, this is as good of a dealership as you will find. Car buying, sadly, is of the few purchase experiences that hasn't changed at all in decades. Everything is stacked against you. Know that going in and also know that 90% of what you hear in a dealership is a half truth at best.
UPDATE:
So a customer relations manager contacted me regarding my purchase and I explained all my concerns with the dealer package that I was forced to by. I explained that I was not happy at the value of the package and that I wanted at least a partial refund on the [redacted] and door guards. I was told that they would not work with me and that I was basically out of luck. Please do not purchase a vehicle from these people. Like all dealerships I have worked with, they rip you off with a nod and smile.

[redacted],
I did investigate and was not given the proper information regarding your cancellation and do apologize. I was give the letter that was sent to Subaru by Jorge to cancel the warranty and unfortunately the letter is not dated. We did process the cancellation on September 21st when it was received in our office. The service contract cancellation was finalized by Subaru and we have received the cancellation funds from Subaru (it does take 4 to 6 weeks once the form is received by Subaru to process the cancellation and send the refund to the dealer). Today we are issuing a check to your Lienholder Santander Consumer USA Inc. in the amount of $2000.00 our check number [redacted]. This will be sent via Federal Express to Santander Consumer USA Inc with an expected arrival of Monday October24th. You may contact Santander to find out what options are available on how the payment is applied to your account.
Sincerely,
Denise F[redacted]
Controller
Tell us why here...

Deceptive business practices were used to lure me to the showroom.

I live a two hour drive from this dealership, so I spoke to a particular salesman at least 3 times before Idrove to the dealership. We specifically discussed the interest rate for the financing and agreed on a specific amount.Once I had a verbal agreement on a specific amount on the interest, list price and monthly payment on the loan, I drove there to finalize the deal. (NOTE: my credit report had been run days before I arrived and before we agreed on these rates of payment. Once there, they said that we did not have an "exact agreement" and the interest rate and monthly loan payment amount was changed. They lied to me.

I took my Volkswagen Beetle to Camelback Volkswagen today for service. I called three days before to set the appointment and to request shuttle service. When I arrived the service people were rude and uninterested; they acted as though I was interrupting them. While I waited for my Service "Professional" [redacted], I could not help but hear what appeared to be the manager brag about how he told a customer off who was asking about his/her warranty. The manager went through a play by play with an employee about how he told the customer they (Camelback Volkswagen) weren't responsible for his car. The employee thought this was great. Finally [redacted] finished his morning break (I arrive at 8:30 a.m.) and decide he would assist me. All I can say about his behavior is "Professional" should not be in his title...very rude, seemed bored, and literary said under his breath to himself "Why am I so rude" then laughed. When asked where I should wait for the shuttle, [redacted] labored to point to the back of the lobby. The shuttle driver came into the service building and loudly asked the Service "Professionals"...what do I have to take next. When one of the Service "Professionals" answered that she had a woman waiting, the shuttle driver corrected him saying, "Not who, but "what" do I have to drive next." The employees present all thought this was very funny.
All in all this was the worst customer service experience I have had in a long time. I will never bring my car to Camelback Volkswagen and wouldn't even consider buying a car from them. My advice to any potential customers is as follows: if you like being treated rudely and as though you are interrupting them and enjoy hearing how they ripped off other customers then take your car to or purchase your next car at Camelback Volkswagen. If you seek customer service, courtesy and want to feel like your money is well spent go elsewhere.