Berkshire Hathaway Automotive

The location I dealt with is "Camelback VW" and I don't know if their poor practices extend to their other dealers or not.

car is advertised for just under $16k. I called wanting to buy the car for the advertised price and I was told "we have to advertise at a competitive price but we can't sell the vehicles at that price." "that's how its done in our area"

There is an advertised price. I should be able to purchase the vehicle for the price +tax +licensing +documentation fees. There was no way they were going to sell this car for the advertised price. Spoke to 4 different sales agents/sales managers, not because I asked to.

I really don't think their practices are legal. Call them on any used car they have listed and you will find out there is more than $2k of absolutely worthless "dealer add ons" that are not stated on their advertisement. The page listed above specifically states "Purchase prices do not include tax, title, license and $399 doc fee." It doesn't say anything about their F-U fee.

Mr. & Mrs. [redacted],We apologize for the misunderstanding. It is not a requirement to add [redacted] in order for the loan to be approved. Our [redacted] contract states that it is the customer’s responsibility to contact the dealership to have the [redacted]...

installed.  Being that the [redacted] device was never installed, we will refund your entire purchase of $912 for the [redacted] product. The check is being sent via [redacted] today. Sincerely,[redacted],Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda

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]

Good evening, Ms. [redacted]’s request to redo the contract was definitely not feasible as everything was finalized by the time this complaint came through to us. We stand by our original response that we made every effort to provide her with a fair price for the Volkswagen she purchased, a fair price for her trade and we secured competitive financing terms.  Our offer for resolution was to provide a GAP policy to Ms. [redacted]. Please let me know if you require anything else from us. Thank you, Gema L. P[redacted]

July 9, 2015In Response to the Complaint from Mrs. [redacted]We have resolved the issue with Mrs. [redacted]. We have honored the purchase price of $14,999 as requested. Additionally, we have re-assigned her loan with [redacted]. We have complied to all of Mrs. [redacted]’s requests and...

consider this matter closed.Sincerely,[redacted]Customer Relations Manager[redacted] Volkswagen / Subaru / Mazda[redacted]

I am beyond disgusted with the quality of service I have received from Camelback Volkswagen Subaru Mazda. I recently co-signed on a Subaru that was purchased from them.

1. It is three months later and I still have not received a copy of my contract. I was told the day I signed the contract that they would overnight me a copy since I am located in Yuma AZ. I am the primary on the vehicle and my co-signer was driving back and forth to the dealership.

2. I called a week ago requesting a copy of my contract due to a dispute with a pay out I was to receive for helping this co-signer out. I was told they would over night the contract right away (in a very rude tone). I still have yet to receive this contract. This morning I spoke with a Linda when I called to ask about my contract. She was very rude with me on the phone when I asked to speak with contracts and said, " umm... I don't understand what you want. We don't do contracts, this is a dealership." which I replied with, I want to speak with whoever overnights contracts after purchasing a car. she said, "That would be finance and they aren't in for another 10 minutes, call back then.. click." What GREAT customer service!

3. After signing the contract to purchase the car, they went behind my back and made a different payment deal with the co-signer. The only reason I even signed for this car was to help this person out. It is not even my car. He did not have enough credit and they offered 2500 to whoever co-signed for him. I was told I would receive the payment within a week. When a week passed, I called and was told some story about them waiting for something to clear before they would send me the check. They said I should have the money by the end of the month. When the end of the month rolled around I called again and had a very interesting conversation with [redacted].

Supposedly my money was dependent on the co-signer making one last payment which had never been received. This was not in the contract! They had gone behind my back, and made a new payment deal with him because he did not have 1700 upfront to give them. They now were holding my 2500 for being a co-signer until he paid. She was treating me like I was the one that owed the money and was speaking down to me like I was an it. We got into a heated argument. I asked her why I was not notified of these changes and of this deal with the co-signer, which she informed me she did not have to notify me cause he was a co-signer on the contract. Are you kidding me? Don't you need both parties to agree when selling a car? Why wouldn't you need both parties to agree when purchasing one??? I took this as a lame attempt to justify why they STILL hadn't sent the check for 2500. This check had nothing to do with payments on the car. This was an incentive they were offering to try and help the buyer out.

They have been nothing but shady during this whole process. While we were in the process of purchasing the car they were really nice. Now that we have the car, they treat us like sm. This is NOT how you do business. I even told them when I was signing the paperwork that I wanted it noted that I was to be notified of late payments, or any money issues since I was the primary on the account. I was told that this is a given and they would definitely notify me of any issues. They have made no effort to notify me, or even contact me of anything going on with this car.

Disgusting! I want the money that is owed to me.

We have scheduled [redacted] to get her 2nd key programmed. We will be collecting her vehcile from her place of employment, brining it in to progra and will take it back to her. We also offered to fill her tank for her. We apologized for the miscommunication about the check. The Finance Manager was...

new and he misspoke. The customer stated she was satisfied with the resolve. [redacted], Customer Relations Manager[redacted]

In response to the complaint from Mr. [redacted],
 

face="Times New Roman" size="3"> Although we have placed Mr. [redacted] on our Do Not Call list, because he has done business with us, we have permissible purpose to reach out to him with offers that may pertain to him. We have placed his record as inactive and we have removed all phone numbers from our system.
 
I will be sending Mr. [redacted] a gift card as a token of our appreciate and to bring resolution to this compliant.
 
Thank you.  
Gema P[redacted]
Customer Relations Manager
[redacted]

July 22, 2015In Response to the Rebutal from [redacted]We at Camelback Volkswagen, stand by our diagnosis of [redacted]’s vehicle at the time of repair. [redacted] agreed and authorized the repairs performed during her visits with Camelback Volkswagen. Unfortunately, due to age and mileage of her vehicle, there can be many unforeseen failures that we cannot be held responsible or liable for.  We have made attempts to resolve the matter amicably with [redacted]. At this time, we have decided it is in our best interest to part ways with [redacted] as a customer.      Sincerely,[redacted]Customer Relations ManagerCamelback Volkswagen / Subaru / Mazda[redacted]

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.

I have reviewed Mr. [redacted] file and understand that the vehicle he originally took delivery of was not approved by the lender. In order to complete the transaction we needed to put Mr. [redacted] in a less expensive vehicle to meet the requirements of the lender. Mr. [redacted] signed an acknowledge of the...

Re-written contract on May 1st. I also reviewed the information and the dealership did not purchase the PS4 Mr. [redacted]. I have discussed the situation with other individuals and Mr. [redacted] sold his PS4 outside of our dealership to obtain an additional amount to put down on the vehicle as a requirement of the lender. When he returned to re-sign his documents he provided us with cash. We are not able to provide the VW Passat as Mr. [redacted] did not qualify for that vehicle with the lender. We did not take possession of the PS4 and do not have it to return. We are willing to provide Mr. [redacted] a $50.00 gift card for his inconvenience.

I went into this dealership 3-6-2016 to finance a car! The car was not financed, when I took the vehicle I informed the finance person Alex Perkins that I felt more comfortable leaving the car until they were done with the finance process, Alex at that time assured me it would be financed within three days I didn't hear back from Alex until 3-18-2016 I placed a 1,900 deposit on the vehicle, and on 4-13-2016 Alex had the vehicle picked up and is now refusing to return my deposit, as she promised to do if the car couldn't be financed! The entire finance process was on video, and the contact that I signed clearly states that if the vehicle can't be financed within three days they would refund the money! Now I don't have a car I have two jobs that I need to get to, and a child to take back and forth to school I need my money as the promised on video as well as the contract to get another car

September 29, 2015   In Response to the Complaint from [redacted]   I have been in communication with [redacted] the last week. I don’t have record of her communication to us in July. We certainly apologize if we did not address this matter...

appropriately. I have worked with my accounting department to track down the funds to process [redacted]’s refund. It took some research as [redacted] did not cancel her policies directly with us. We have cut a check back to [redacted] for $601.40 and the check will be sent out this week.   I have communicated this information to [redacted] and she is happy we were able to get this accomplished.    We believe this matter is closed.   Sincerely,       [redacted] Customer Relations Manager Camelback Volkswagen / Subaru / Mazda ###-###-#### X[redacted]

My records do not show any recent calls to this customer. However, I have removed his number entirely from our database. I have sent an e-mail notifying Mr. [redacted] that we have added him to to the DNC list.
 
Thank you,
 
Gema P[redacted]
Customer Relations...

Manager

This is in response to the complaint by Mr. [redacted],

We would require additional information from Mr. [redacted] as we do not show him in our system as purchasing a vehicle through us. He may have purchased with a co-signer and we would require that name to search our database. Nor...

do we have a vehicle identification number or a vehicle attached to his record on the service side.

If he can provide more information, we can look into this a little more.

Thank you,

Gema P[redacted]

Customer Relations Manager

###-###-#### X[redacted]

[redacted]

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,

We processed [redacted] refund on September 13th. It may take up to 72 hours or longer for the funds to be returned to the...

customer’s card depending on where they bank. All refunds are processed by our accounting department and they work Monday through Friday from 8 am to 5 pm. All refunds must be processed based on the original transaction and providing his card information was necessary as we only have the last 4 digits of credit cards used in transactions. [redacted] states he came into our dealership at 8:50 pm on Friday September 9th, this was outside of the accounting department hours and the accounting department would not reopen until Monday morning. Once our accounting department receives a request for a refund we need to do research to ensure that we are refunding the original form of payment and that the original payment was received. I have enclosed a copy of the refund receipt to show the refund was processed on September 13th. We are required to ensure the security and confidentiality of customer records and information. The behavior that [redacted] is discussing is not typical behavior for our management team. I would ask that [redacted] review his Visa transactions to ensure that his refund has reached his account. If [redacted] does not see the refund of $250.00 in his account he should reach out to me. Sincerely,
Denise F[redacted]
Controller

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.On May 6, 2015, I brought my [redacted] into Camelback VW. I had just replaced the battery in my [redacted] and a month later I was having issues with starting my [redacted]. When I dropped off my [redacted], the check engine light was on as my car was not starting properly which triggered my [redacted] to turn on its engine light. [redacted], my service advisor, at Camelback called later that day to report that the tech found a really expensive part ($1500.00) to replace on my Pass at. [redacted] stated that this expensive repair was the cause of my battery being dead. I asked [redacted] if this is the problem with my [redacted] ongoing battery issue. He stated that it was. My [redacted] was also due for its factory recommended tune-up service so I asked [redacted] to have that performed as well.When I picked up my [redacted] on May 12, 2015, I left the dealership and noticed that my [redacted] was idling really rough. At a traffic light near the dealership, my [redacted] turned off, which in 14 years has never done that. I proceeded to drive back to the dealership and also noticed that there was a loss of power upon accelerating which is also something I have never experienced with my [redacted]. I then took my [redacted] back to the dealership to address these new concerns. [redacted], my service advisor, advised me that it could need a new fuel pump. I picked up my [redacted] again on May 16, 2015, and was informed that the sender needed to be replaced. I also noticed that my [redacted] was still running rough and that there were scratches on the 3M coating on my hood. I called the service manager immediately and [redacted] stated that he would take care of it. I brought my [redacted] back to the dealership on May 21 , 2015. My [redacted] also had turned its check engine light on. This was caused by the expensive repair that I mentioned above, that needed to be replaced again.On May 29, 2015, I picked up my [redacted] again and noticed that it was still idling rough and that the scratches on the 3M coating on the hood were not taken care of as [redacted], the service manager, had promised. I also noticed when I returned home that my front alloy wheel had a chip in it, the antenna housing was broken and that there is a chip on the hood that was now peeling. I called Camelback VW immediately and was informed that [redacted] was too busy and that I would have to come back next week. I also called the service manager, [redacted], and left him a message detailing the above mentioned issues. To date, I have not had a response from [redacted].On June 8,2015, I took my [redacted] to [redacted] for an estimate on the damage done to my [redacted] at Camelback VW. The total damage comes to a total of $1711.55. On June 10, 2015, I had to call [redacted] as my battery was dead. On June 11, 2015, with no response from Camelback VW, I called [redacted] to put in a dispute on the charges that I incurred at Camelback VW. As part of the dispute, I needed a second opinion regarding the issue with my ongoing battery problem.On June 23, 2015, I had to call [redacted] again as my battery was dead again and this time it needed to be replaced. As I stated above my battery related issues were "fixed" by Camelback with their expensive repair which was not the case. On July 9, 2015, I had to call [redacted] again as my battery was dead. I proceeded to take my car to [redacted] on July 10, 2015, to access this ongoing issue with my new battery. I received a call that evening stating that my [redacted] battery was dead. I had to call [redacted] again and have my battery replaced for a second time while at the service department. [redacted] found that my radio has an issue in which it runs continuously even when the car was turned off which in tum caused the battery to drain. I am confused as to why I paid Camelback VW for an expensive repair when in actuality it was a malfunction with the radio which was causing the continued issues with the [redacted] batteries. It appears that the repairs done by Camelback VW were the reason that my car was having issues with idling roughly. I do not know why I had to pay Camelback VW $1880.27 to have my [redacted] returned to me in this condition. I am also sickened by the unnecessary damage caused to my [redacted] by Camelback VW. This is why a I am requesting a full refund for the "repair" and well as compensation for the damages.

Regards,

This is a letter I have sent to [redacted] sharing my negative experience with Camelback Subaru
March 20, 2014
To whom it may concern:
My name is [redacted] and I am a proud owner of a 2008 WRX STI. Unfortunately, this letter is not to compliment Camelback Subaru customer service or service department of a job well done. Regrettably, unsatisfactory events have spiraled since the beginning of the year with the services provided by Camelback Subaru which in turn have affected my trust on the work that has been done on my vehicle. I have paid of my vehicle as off 2013 and as well had purchased an extended warranty that is valid until 100,000 or 2015. The car presently has 72000 miles.
On December 18, 2013 my car was serviced with an oil change and filter change.
On Jan. 1 we had traveled to Cottonwood, AZ to bring in the beginning of a new year. Unfortunately, my power steering had gone bad and had to have my vehicle towed to Prescott, AZ to their local Subaru ([redacted]), in turn the Subaru in Prescott thought the problem was just my power steering belt and at that time I was also informed that my oil filter was not changed and the windshield water reservoir had a crack in it and was no longer working.
In turn the problem was not the power steering belt but it was my power steering pump which was then changed. I did not receive my car for one whole week and was placed in a rental.
When I returned to Phoenix, AZ I had notified Camelback Subaru of my disappointment of my filter not being replaced and of not being informed the windshield wiper reservoir had a crack. At that time I had spoken to [redacted] who was leaving Subaru.
FEB 18 I had to take my vehicle in due to my steering wheel making noise while turning and car bucking with turns. As well as when starting the vehicle there was lag time noted. At this time I had spoken with [redacted] and expressed my disappointment in nobody notifying me of not changing my oil filter or noting my water reservoir being cracked.
Diagnostics revealed a tight belt and a new reservoir was placed as well as a new starter chip.
Feb 25. My vehicle continued to buck with turns and in reverse.
Diagnostic revealed a malfunction in the C.Diff which was replaced.
When I asked [redacted] what had caused my C.Diff to break down he told me it was, “wear and tear” no education was given to me on how to prevent it or what the possible causes could have been.
March 18. My vehicle power steering was still making a relatively high noise when starting vehicle. In addition to this my vehicle did not turn on for me a day prior as well as bucking and stalling was experienced with slow sharp turns.
Diagnostic: [redacted] expressed to me that there was nothing wrong with the vehicle and it was normal for a WRX STI to do this. It was expressed that they had test driven a 2014 WRX STI and it did the same thing. That there is insufficient torque at the time gas is not applied so that is the reason why the vehicle bucks and stalls.
I had then expressed to [redacted] that the vehicle never did this before in the five years that I have driven it. I expressed if there was a possibility that high pressure or a plug in the conduction system from the power steering pump to the gas pump could be the cause. [redacted] then agreed with me and stated that he will have another technician give his input therefore, I had to leave my car another day at the service department.
March 20. At 12:30 an expert representative from Subaru that has knowledge of the WRX STI calls me and states for me to bring in the vehicle so he can show me that this is normal in these types of vehicles and then he will allow me to test drive a 2014 so I can see that it does the same thing. I then told the gentleman that the vehicle was with them as of yesterday and had asked him if he was the mechanic that worked on my vehicle in which he said no. He then told me that he was an expert in WRX STI but was not a technician. I had then asked him if he had driven my vehicle so that he can say that it is a normal finding. He then told me that he had not driven my vehicle so then I had ask, “how can you tell me that there is nothing wrong with my vehicle if you have not driven it?” To which, made me question the communication amongst themselves and if the vehicle is being properly diagnosed. He then stated that “he was doing me a favor” to test drive a new vehicle and show me that it is normal for my vehicle to do so. I then asked to speak to the manager since this gentleman did not tell me his name and was extremely disrespectful to which in turn made me distrust the services that were being provided by their department.
[redacted], the Subaru manager, then left a voicemail stating he did not find any problems with my vehicle and to schedule an appointment to speak of the events that had transpired; I returned the call but was only able to leave voicemail requesting an appointment for March 21, 2014 at 7:00 A.M. to speak with him. My call was never returned confirming my appointment.
March 21 [redacted] called me at 6:55 A.M. and asked me if I was coming in to see him at 7:00 A.M. I told him I was down the street to which he responded, “okay”, in a disturbed voice and proceeded to say, “I want to talk to you about your 2.5 rating you gave us and your vehicle.”
I arrived at the dealership and [redacted] and I had drove the vehicle and was unable to replicate the stalling with the foot of the break while driving slowly which he told me that it was normal. We returned inside to speak with [redacted].
I asked [redacted] if we can discuss the situations that had transcended and to which he replied, “There is nothing to talk about and everything I needed to say was in the letter I had sent to Subaru when I filled out the survey.”
We then got in the car in a very uncomfortable manner I could feel the animosity towards me and had asked him why he didn’t want to discuss his employees’ treatment towards me and he stated, “I will take care of that and the problem with your car.” We continued the drive and was told there was nothing wrong with the car and to keep my foot on the pedal. I did state to him that he was being rude to me and that everything I had brought up with the vehicle in there has been a legitimate reason that something was wrong with the vehicle. [redacted] did not respond. He continued to tell him that I would not have brought in the vehicle and take the time out of my schedule if there was nothing wrong with the vehicle. He then said, “I don’t know about that.”
I then told he could no longer withstand his rudeness and terminated the drive.
In the Subaru parking lot he told me there was nothing wrong with the vehicle and I could go. I stated he was having a negative attitude and that as healthcare provider I could not tell a patient there is nothing wrong and for them to go home. [redacted] replied, “Dr.’s do that all the time.” I replied to him that is rather unfortunate and should not feel that way he then stepped out of the vehicle and we parted ways. I was not given a report of what was done to my vehicle for the two days that it had been in there department.
As a Subaru customer, I expect a higher standard of service when taking my car in to the service department at Camelback Subaru. These events had led me to mistrust and question the integrity of not only the technicians but also the customer service representatives of Camelback Subaru. I believe that as an owner and customer I should not have to question these events and feel that I am not being given a proper answer to what is really going on with my vehicle. Just like I am forced to take the time from my daily activities to attend to the issues going on with my vehicle I feel that the techs, and representatives should also take the time to inspect my vehicle and give me the most accurate answers to my questions.
Thank you for taking the time to read this. I look forward to speaking with you and solving these ongoing issues.
Sincerely,

Good evening, The customer came to our dealership and spoke with one of our Finance Managers who was able to address the concern. According to the Finance Manager, the matter is considered closed. Please let me know if you require anything else. Thank...

you, Gema L. P[redacted]