Berkshire Hathaway Automotive

In response to complaint #[redacted].
 
Although we are no longer honoring the program for "Free Oil Changes", because Mr. And Mrs. [redacted] are a VIP customer we will continue the program for them for the duration of their ownership. Mr. and Mrs. [redacted] will have to continue to maintain the vehicle per specifications to continue with the program.
 
If you have any further questions, please reach out to me.
 
Thank you,
 
Gema P[redacted]
Customer Relations Manager
[redacted]
###-###-#### X[redacted]

In September 2011, I purchased a used car from Camelback Mazda and in that transaction, I purchased a lifetime oil change service package good for the duration of my ownership of the car. I have since used this life time oil change service until this week when I was informed that due to an ownership change, I must produce a document that I was given in September 2011 in order to continue this service, breaching our original agreement. During the purchase of this company, they were aware of the liabilities assumed in the purchase of the company. The fact that I have used this service for the last 3 years should be indication enough that I purchased this lifetime oil change plan.

My wife [redacted] and I purchased the vehicle.  The VIN is [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, although vague, would be satisfactory to my wife and me. 

Regards,

I had the worst experience ever at the Camelback Volkswagen in Phoenix, AZ. I leased my Jetta at this location in 2013 and have been loyal to this specific location for all of my servicing needs ever since. Unfortunately, after the turn of events today I will never be back to this location. I will buy out my Jetta and service it at another VW location in order to avoid this location. I requested a courtesy vehicle for my oil change that I scheduled in advance. I confirmed twice on the phone that one would be available. They guaranteed me it would be. When I arrived it was not. The rep stated that a courtesy vehicle is not available and that they wouldn't provide one for an oil change but I could rent one from enterprise for $25 a day. I was extremely upset because I wasted my time driving to this specific location for the service I expected. I then notified her that the individual on the phone stated otherwise. She then located the note that he placed in the account about the courtesy vehicle and her response was "he's new sorry but we don't have one available" that is an UNACCEPTABLE response to me. Horrible service spend your money elsewhere.

First of all, I called the place to have it refunded even before the papers were processed  They told me I had to speak with Alexandra P[redacted], the lady who LIED LIED LIED to me. I left her several messages, she never contacted me (big surprise). Then on August 7th, I called again to complain that I was lied to about it being required. They lady told me to fill out a form and email it back. I DID that in the 7th of August. Still NOTHING has been done. Now, you wait this long to respond, and then simply tell me to fill out a form! Are you kidding?!? I filled that form out MONTHS ago! and NOTHING!!
I have told everyone I know about what happened. I told the bank I am a PISSED off customer because I was lied too and their reputation is ruined with me now by simply being associated with you guys.  I am absolutely furious with Alexandra P[redacted] for what she did. After the deal was done, she called me back in there two weeks later under the false pretense that the bank countered and required me to get the GAP and equipment protection.  After she acted like a baby and yanked the keys out of my son's hand and said we could not leave in the car, because I did not want the damn packages and was ready to walk, her boss "Alex" said he was able to get rid of the GAP. I suspected she was lying, but had no way to prove it because she was the only one speaking with the bank. 
After the fact, the bank informed me they do not require anything for purchase, I realized what a lying shark she is. She was furious that we did not want her extra packages, and waited two weeks to call me back and harassed me for hours under the pretense the bank required it. Acted like a baby and refused to let us leave with the car knowing we had no way home without it so she could continue with her lie. My monthly car payment is higher just because of that package I did not want and was harassed and LIED LIED LIED to about. I want my payment to be what it was suppose to be before she added that! I am seriously considering contacting an attorney, that whole situation she pulled where I was trapped and she ripped the keys out of my son's hands so we were trapped there while she continued her crap, seems criminal and unethical. I have never seen anything like it in my life. 
I want my monthly payment to be what it was before she LIED and added that crap, and the paper has already been filled out months ago. If you would have done any kind of investigating into the matter, you would know that.

I gave them my ps4 it was not sold else where you guys took it. You said it would be 150$ toward down payment. I have a low grade jetta and the cost is way more then you guys said! The other car would have been cheaper I dont know what shady stuff you guys are doing there I never gave anyone cash I truned in my ps4 to some guy named mike I know for a fact I did not bring in cash! I want the car that I got with no down payment or I want my ps4 back with all my games and my controllers I know they are using ot for personal use im not stupid! Therw was no reason for them to reject the first agreement with car, now im stuck with an ugly red jetta that I didnt even want I had sad no like four times I had my other car for at least 3weeks till you guys contacted me with all this bs with bringing car back..

Hello. Thank you for forwarding me a response from Camelback Volkswagen. Unfortunately, after I spoke to one of their managers, no one from their dealership ever contacted me. They asked me how we could resolve the issue and I told them if they would honor one of the routine maintenance free of charge as I was told all would be up to the 60k mark, I'd be OK with that. To date, no one has contacted me at all. The next service due is the 40k service. If they truly want to make good on their word, I'd like for them to call me and schedule a time for me to bring the vehicle in for the 40k service. I've had to pay out of pocket for the routine maintenance intervals since I've had the vehicle. Again, I was informed if I took the "Platinum Maintenance Plan", all routine maintenance except for brakes or tires would be covered up until 60k miles. That is the only reason I ever agreed to a payment of $628/month. The only thing the manager I spoke with asked me was, "Did you even take the time to read the fine print?" The guy had no intentions of helping me to resolve this issue like he should have based on the fact that the finance manager told me completely false information to finalize a sale. Regardless of "fine print", a customer should not be lied to or convinced that something is something that it isn't. 
 
Thank you for your time and assistance.
Sincerely,

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]

I have to start by saying that some of the people I worked with at Camelback Subaru were great (Dwayne...Sales Consultant). I have two separate incidences to talk about. In the first incidence, I wrote a $2000 check for my ex-husband's deal to go through (we were trading in vehicles so that I could get my name off of his loans as a co-signer...never co-sign for anyone)! Rich (not sure what his title is at the dealership) told me that my ex had 14 days to come up with the $2000 before they cashed my check. Rich said that after the 14 days were up, he would contact my ex for the money. If for some reason he was unable to pay, they would contact me before they cashed the check. I should have known better but sure enough...after 14 days $2000 came out of my account. No call. If I would have known this, I would have not written the check and we could have figured something else out. They have people promising things that are not followed up on to get the deal done any way possible. I called multiple times to follow-up and had to keep calling to get a straight answer from anyone. My second incidence is regarding a pay-off on my trade in. My finance guy (Joe) told me to go ahead and make my August payment and that when Camelback made the pay-off, I would be refunded. You know what they did? They made the pay-off amount AFTER I made my August payment!!! So basically I paid for an entire month of a car that was in their possession. These people do not follow-through with what they promise. I love my car but it has nothing to do with this dealership. They will not get any more of my business and I hope they won't get anyone else's who reads this!!!

Mr. [redacted] has been removed from all of our records. We apologize for any inconvenience or distress this has caused him, that is certainly not our intention. I will be sending him a gift card as a token of appreciation for his patience and understanding.  
 
Best Regards,
 
Gema P[redacted]
Customer Relations Manager
602-265-6600 X1003

September 8, 2015In Response to the Complaint from [redacted] We have resolved the issue with [redacted] and he is completely satisfied. Customer purchased a new Volkswagen and the auto loan was approved. We consider this matter...

closed.Sincerely, [redacted]

This dealership and the sales managers will say ANYTHING to sell a vehicle. They will tell you with 100% confidence your vehicle has been approved and it's yours. You drive off the lot and start to love the vehicle and a week later you get a call from finance that hey were not able to get the financing approved.

What made them so confident they could get this done in the first place? They love to spot finance people and make promises and make you feel like you are driving away in YOUR car. I would NEVER recommend anyone to this dealership and will caution anyone to stay away from dealerships that do "spot financing".