Cactus Jack's Auto Sales

January 7, 2014

 

 

 

 

Case Number: [redacted]

 

 

 

 

To Whom It May Concern;

 

On December 26, 2013, Mr....

[redacted]  [redacted] purchased a OS [redacted]  [redacted]

([redacted]) from Cactus Jacks Auto  Sales LLC's Surprise, AZ location.

 

On December 30, 2013, Mr. [redacted] returned the vehicle to the above location stating that his check engine light hsd come on. At this time Mr. [redacted] advised Mr. [redacted], our Store Manager that he had the vehicle diagnosed and that either, the 02 sensor or Catalytic Converter where faulty.

 

Mr. [redacted] at that time advised Mr. [redacted] that he should bring his vehicle to our 1-17 and Camelback facility (where all our service is performed) to have his vehicle checked out and fixed at no cost to him, as it is still under warranty. Mr. [redacted] refused this option and returned the keys to Mr. [redacted] demanding his down payment back in full of $500.00.  Mr. [redacted] advised Mr. [redacted] this was not an option at this time and that once again the issues that were brought to our attention where not only minor issues but once again would be fixed at no cost to Mr. [redacted]. Mr. [redacted] once again refused service and left the facility,leaving both his vehicle and keys.

 

Mr. [redacted] then continued to call our Camelback facility speaking with everyone from collectors, to my Business Manger and then eventually to me. During these convers tions Mr. [redacted] was extremely abusive and threatening in manor. I advised Mr. [redacted] once again that I would fix any issue we found with the vehicle at no cost and for his inconvenience would credit his account 1payment of $175.00. Mr. [redacted] advised me that this was unacceptable and that he would reach out to the [redacted], [redacted], and [redacted]'s office etc. and then hung up.

 

We at Cactus Jack's pride ourselves on providing great customer service and unfortunately we could not please Mr. [redacted]. My offer though still stands, which is, credit Mr. [redacted]'s account 1 payment of $175.00 and the issue which is creating the check engine light to come on be fixed.

 

If you have any other questions pertaining to this issue, please feel free to contact me on my personal cell at [redacted].

Dear [redacted]

 As stated in the previous Revdex.com complaint we did not report to any reporting credit bureau. Also we have refunded Ms. [redacted] her down payment as agreed in last complaint. 

As for [redacted]'s concerns about getting an abandonment vehicle fee there is no possibility of that happening because that vehicle was never registered to Ms. [redacted]. 

Please close this complaint as we have accommodated all [redacted]'s request. Thank you for the opportunity to respond to this complaint. If there is any further questions please feel free to contact me.

Office Manager

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[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.]We have resolved our problems 

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,

Both the Service Manager and Office Manager have left several messages on the home and cell phone numbers they provided us with. Also please review the attached emails we sent them trying to resolve this issue. We have gone far and beyond trying to contact them with no callback or response to the emails. Again we cannot have any type of resolution if they will not respond to our calls and emails. Please consider closing this complaint satisfied. Thank you for the opportunity to address this matter.Office Manager

Dear Sir or Madam:Ms. [redacted] purchased a 2006 Dodge Durango from us in 2013. The vehicle was inadvertently picked up by a third party repossession company and immediately returned to her. We have contacted her and offered to repair any damages and also get a state certified...

emissions certificate for the vehicle.She is scheduled in for repairs the week of 08/17/2015.Thank you for the opportunity to review this matter, should you have any questions please contact me at ###-###-####Office Manager

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.I disagree with what they said because I did not call ever to ask for information on the account. I have called and stated to them "[redacted]s payment will be late". Also another time I called and stated "why would you call my husband and tell him you suspended his registration because the new plates came in. You guys will mess up my insurance". And not once did [redacted] have them call him about the payment before calling his references. He talked to them one day after I made a payment because they made me take money out of the payment to pay for the plates so the payment was short. They also told me and [redacted] both that they wouldnt add me to the account so therefore that is another lie on their part. They said they cant add people to the contract after it has been made and that is when the manager in finance told me "why didnt he add you in the first place".  So I replied"I'm sorry but I have two kids and he went right on his way home from work that day." when I went to pay the taxes on the vehicle which was 300 I did ask the lady when the next payment was due and she asked me [redacted]s address then wrote on the receipt when the next payment was due even though im not on the account attached is a receipt showing that she had given me the information when the next payment was due just like I dropped of the vehicle and picked up the vehicle from their matenience department. They say all this but I remember them calling MY phone asking for him and they wanted me to tell him to call them except he had his phone with him all day and had no missed calls from them. They also sold him a vehicle with a bad front passenger tire. Its almost bald. Attached is the tire inspection I had done at the tire shop. They day he first got the vehicle it didnt have a horn either. So they let it leave the lot with a non working horn. Come to find out the horn was unhooked due to the alarm system. Online it was advertised on their website as having an alarm. But it took them almost a week before they got the vehicle in to take care of the alarm and horn problem. Not having a horn for that long is a safety issue especially when you always have to little children in your car. At first they wanted to charge [redacted] for the alarm key pad but I told [redacted] to tell them no they are paying for it because I had screenshots on my phone of the online ad. The vehicle also didnt have a spare tire just the rim. Which again they cant sell a vehicle without a spare and that was taken care of when they did the alarm. They need to go over their vehicle and double check stuff. Everything with this company has caused me a lot of stress and they have decimated my husbands name by calling the references before him. Im the one in charge of the finances . He is up to date on his payments a reciept is attached showing the last payment made and I would prefer if they would quit lying and start being respectful. I have heard from multiple with the same problem.I would still like for them to send an apology letter to me and [redacted] specifically. And I would also like to replace the right front tire since the tire shop said I need to have it replaced. Due to the defamation of [redacted]'s name he should have a payment or two compensated to his account.Regards,[redacted]

Review: When I bought the car in March of this year (2013) they advertisement $499.00 down that is all you need, when I got to the dealership (which is on [redacted]) I was not able to test drive the car, and then when he asked how much money I had to put down on the car I explained I had the $499.00 down like in the commercial, the dealer could not help me. So, he said if I had like $700.00 down then we could like at the cars in the lot, I picked out the dodge neon SXT 2005, but then he explained that after the $700.00 was paid I would have to owe another $300.00, I actually paid $750.00 down and then paid another $300.00 within the first month of having the car. I drove the car off the lot and not 3 weeks later the car started to stall on him in the middle of the intersection 3 times, I called Cactus Jacks back, and they said it would be another $75.00 for the first hour, then another $25.00 every hour after that to have them look at it. I told them never mind I took it to another garage to have it fixed cost me $150.00. The next payment was due and I went in to pay the car note and I asked for the services department and I told the mechanic I wanted every single paper work on the service records for the car, when I gave him them information, he looked at the computer and said that Cactus Jacks never services the car, and that the car came from [redacted]. Then I was asking about how to car passed emissions in the State Of Arizona if the car was never services in at the facility, he said that there is the tags for the car. The commercial even says that they work with you, and every since I have the car every month there is another problem with the car, today (6/21/2013) I needed to pay the car note I called and asked it I could make it on Tuesday because my husband gets paid because I needed new tires on the car, they did not work with me, the said I needed to make the car note and the car would have to be fixed later, so I feel they do not work with you at all.Desired Settlement: I am not sure I just wanted them to stop giving me the run around when it comes to the repairs to the car, and every time I have a problem with the car there is an added charge for that, or $75.00 or the first hour and then $25.00 every hour after that, they should have maintenance the car before they went on the lot of the dealership to be sold. Not have to charge me every dime I have to look at the car.

Business

Response:

PLEASE REVIEW THE ATTACHED RESPONSE,

THANK YOU

Business

Response:

I contacted the consumer on 06/25/2013 and resolved this complaint. We

have credited her account for all parts and service done and all parties are

pleased.

We feel we have satisfied this complaint and would like to close

it. Thank you for the opportunity to respond to this complaint. If there is any

further questions please feel free to contact me.

Office Manager

###-###-####

Review: I was sold a 2011 [redacted] in July of 2014 from Cactus Jacks on [redacted] The sales men told me about the vehicle and showed me the [redacted] report, which must of been an edited or altered copy of it and said the vehicle has only been vandalized before. "He said basically you just got a new paint job on it." I have only had minor issued with the [redacted] since buying it. 2 weeks ago I went to have my vehicles suspension lifted and after getting the work done I found out from the mechanics that the vehicle has been in a serious front end collision. So much so part of the driver side axle has been weald back onto the vehicle. I then look up the [redacted] report and see that the vehicle was in a total loss accident on August 26, 2013. I wanted to take the first step in reporting this because I have had many issues with this company in the last year and this just tops it all off!Desired Settlement: I want a vehicle that wasn't in a total loss front end collision or I want them to replace the entire front axle like should have been done in the first place.

Business

Response:

[redacted] purchased a 2011 [redacted] on 07/14/2014 When [redacted] Signed the purchase agreement and contract he also signed a salvage title disclosure form which I have attached for your review.We have attempted several times both by email and phone to contact [redacted] regarding the concerns he has with his vehicle. We are more than willing to work with [redacted] and come to a mutual agreement. For any type of resolution we do need him to return our calls or contact us and set up an appointment.Thank you for the opportunity to review this matter, should you have any questions please contact me at ###-###-####

Consumer

Response:

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.

I am not satisfied first off because they did not try to contact me so they are lying. Second I did not see the paper that they attached to the message about vehicle being a total loss. I found out on Saturday after reviewing the [redacted] report that the vehicle was stolen and then deemed a total loss. None of this was disclosed to me when I purchased the vehicle last year.

Regards,

Business

Response:

Both the Service Manager and Office Manager have left several messages on the home and cell phone numbers they provided us with. Also please review the attached emails we sent them trying to resolve this issue. We have gone far and beyond trying to contact them with no callback or response to the emails. Again we cannot have any type of resolution if they will not respond to our calls and emails. Please consider closing this complaint satisfied. Thank you for the opportunity to address this matter.Office Manager

Review: I purchased a 2001 Chevy Cavalier on April 3rd 2013. After my purchase they told me the car had a 5.0 check. In my contract I had a 15 day warranty and in that 15 day warranty I had brought my vehicle to Cactus Jacks Auto for some repairs ( Wiper blades that were rotted, Rear windows would not stay up, Exhaust pipe was loose, Gas peddal was loose, All 4 tires were rotted, The engine belt was rotted and cracked, Spark plugs were never changed, And the car has not started or ran since a week after I got the vichle which started April 13th 2013.) they told me they could not fix the repairs because they dont repair those items listed and told me I had to take my car to a diffrent machanic find out what was wrong with my car and to bring it back for them to fix it and pay more ontop of taking it to a machanic. Since then I have on my own, replaced the timing belt, the spark plugs (which one spark plug broke while taking it out). I have all my recipts and even the broken belt and spark plug. I had my car towed to them to repair my engine about two weeks ago and they are calling me saying if idont have the money to take it off the lot they are goin to voulntary repo my vehicle. When I purchased my vehicle on April 3rd 2013 I payed $800 and had Bi-Weekly payments I have been paying on time which are $170.00 Bi-Weekley. Since I have started my payments I have made 6 payments of $170.00 Bi-Weekly. My payments added together including my purchase of the vehice of $800.00, all together is a total of $1,820. The parts I replaced (Timing belt and Spark Plugs) together costed me a total of $58,19. I am filing a complint for all my money back which is a total of $1,878.19 and reurn the vehicle back to cactus jack with nothing against or on my credit.Desired Settlement: Cactus Jack has the responsiblity to not sell Lemon Vehicles to consumers.

Business

Response:

please see attached statement:

Thank you

Business

Response:

Ms. [redacted]rought her vehicle into service 05/29/2013. Our service department fixed the issue and

replaced the starter. We left several messages advising her vehicle was out of

service and ready for her to pick up. She never came back to pick her vehicle

up from service. Her vehicle is still at our dealership.

We since received this complaint and immediately tried to contact

her for the last few days to let her know she can pick up her vehicle and we

waived all fees. She still has not returned any of our phone calls.

We cannot resolve this complaint due to the consumer not returning

our calls.

Thank you for the opportunity to respond to this complaint. If

there is any further questions please feel free to contact me.

Office Manager

Review: Financed a car from Cactus Jack's Auto Sales. All the tires on the car were bad one of them completely bald. Had to have been like this on the lot. Few months later it needed an "electronic fuel pump". this was nearly a 500.00 expense. Called Cactus Jacks spoke to [redacted] and he told me "I tore it up." Since the purchase date of 11/03/2012 lights appeared in the car. The "engine light", an "ABS" light, and on September 3,2012 a light came on that said "check gauges". The other previous mentioned lights would come on and off with no known cause that I was aware of. I asked the mechanic's at "[redacted]'s" auto body they said they were unsure. Night of September3, 2013 I went to [redacted] and purchased oil, and anti- freeze for car. Septmber5, 2013 while driving car , I heard a loud thump and car shut off while I was driving. Had it towed by [redacted]'s and they called later and told me the car nedded a new engine they said the car was not worth putting an engine in. Several months before that I had another mechanic come to my home about the lights he told me the constant ticking sound I heard was because the engine would go out soon but it was unknown as to exactly when. Every time I called Cactus Jacks I got no assistance. The car had 70,000.00 written in the window but the paper work said 70,643.00. Not a big deal until all of these other things happened.Desired Settlement: Repair or replace and it should not be at my expense.

If it could be a negative star rating it would be! Bought from their Tucson location From day 1 the car that I purchased from them stopped working the first 20 mins after I drove it off the lot. When we first test drove it it was fine, drove great, air worked, no check engine light on or anything. So after getting the "approval" which basically consist of them taking your money no questions asked (what a joke) drove the car off the lot and half way home IT STARTED OVERHEATING! Called the dealership after making it home and asked them to tow the car back to the lot to fix the problem, they apologized immediately and sent a tow truck and picked up the car and took it back to the lot where their mechanic "Worked on it" and then called me an hour later said the issue was fixed and all ready for the car to be picked up. So problem solved right? WRONG the next day the car proceeds to overheat AGAIN and completely turned off on me while driving to work, in a very pissed off mood I call the dealership YET AGAIN and tell them the problems the car is having and DEMAND them to pick up the car AGAIN while I get to work. They pick up the car and tell me they replaced the battery and a coil pack had to be replaced and the car should run great. Over the 2 days car runs fine, then the 3rd day the AC stops working (I have 2 children and its 100+ degrees in Arizona, you simply CAN NOT survive without AC!) I call and have them pick up the car YET AGAIN to fix it, at this point I tell them I don't want the car back, this is ridiculous not even a week in and the car has been back at the shop almost every day since I bought it, I even offered to put more money as a down payment to get into a BETTER, MORE RELIABLE CAR!! I called their main office up in Phoenix and spoke with service manager [redacted] and with the finance department and he said that they would fix it one more time and if it didn't work they would do their best to get me into a different car (he said it would take a few days to fix the car because their mechanic walked off the job & I DON'T BLAME HIM) so [redacted] proceeds to tell me to get a rental car and he will take that payment off my car payment to just fax it in and they would handle it. So week goes by and finally I get a call that its fixed, take the car home runs great for 2 days (awesome patch work there guys) and then low and behold car starts over heating AGAIN! By this time I have had the car for a month and a rental for 3 wks now because I can not count on the car that I bought to get me anywhere without it breaking down. I start getting calls from the finance center saying my 1st payment of $300 is due (my rental came out to $308) which I faxed the papers over and they proceeded to tell me they havent received anything so I sent it again and they said for now make and payment and they would work it out... How about NO! So I finally take the car to my mechanic and my worse fear was confirmed that the timing belt was off and the transmission was about to go out soon, I call Cactus Jack and explain the problem to them (I bought their "extended warranty" to cover an catastrophic issues) and he proceeds to tell me "They don't cover that, might as well get it fixed while I'm at the shop" Omg that was it! I was done and pissed! Car sat in front of my house for another week and a half while I contacted them 3 times to pick it up because I was not going to pay for a car that was unreliable from day 1! They also say they report your payments and credit which is a lie because my credit report didn't even show an open car loan on it. They do their version of "In house" financing so that they can over charge you thousands of dollars and ripe you off. The car I purchased in even perfect condition was [redacted] at $4,000 and the car was being sold to me at $7,000 when I asked why it was priced so high he said interest and other fees THEY DON'T CHARGE INTEREST and other fees came out to $300 at most! This is a HORRIBLE place and conduct business in a horrible manner. Every time I was in there about my car there were at least 3 other ppl in there as well complaining about car problems. I really hope no one else has to go through the horrible situation that I did with this company. Please save yourselves from this BS lame excuse for a car dealership!

Hi, My name is [redacted]. I recently contacted the Cactus jacks auto finance department the location on [redacted]. now, I was calling in to follow up on a charged off vehicle that I had with them two years ago. Unfortunately life happened to me and I was no longer able to keep up with the payments. Now that I'm in the financial position to pay off the vehicle and everything I called to get more information and I had several questions as well. The First Lady I spoke to was rude and I could tell she wasn't trained that well because every question I had she put me hold. So, finally she came back on the line and stated she would transfer me to her supervisor before I could say, "ok, thank you." She placed me on hold immediately. So, I'm on hold and then someone gets on the line with a very attitude, you could tell in her tone she was very frustrated and she wasn't professional at all. She just said, "hello, how can I help you? What's your name?" And I was a bit baffled because I was expecting the previous lady I spoke to educate the supervisor on what was going on, who I was and why she transferred me to her in the first place. When I asked her for her name, at first she didn't even want to give it to me. I had to give her my name first before she gave me her name. Which was childish and unprofessional and shows a lack of customer service. She was just so rude so, once I finally got her name which is [redacted] and she works at the Cactus Jacks location on Camelback rd. she's the manager/supervisor in the finance department FYI- her attitude just slapped me in the face when she finally gave her name, I told her to not give me attitude, I'm just calling in to get help, the previous lady transferred me to you because she didn't know the answer to my questions and all that. [redacted] began to say, " who do you think you are, you call in, getting smart. . . " she was talking over me. I was asking her if the call was being recorded and monitored because if so, I want her superiors to listen how she talks to her customers. And when I asked her that, she refused to tell me if the call was being recorded or not. [redacted], the manager at the Camelback location was extremely rude, I have no idea how she landed a job in management because she is clearly not a leader, she's not professional, doesn't possess effective communication skills or listening skills because she was talking over me the majority of the time. I couldn't believe the type of treatment I was getting as a customer. To make a long story short [redacted] ended up disconnecting the call, she hung up on me. She didn't help me, she argued with me, I had questions to be answered, I needed help and she decided that she didn't want to help a customer and hung up on me. Also, the lady I spoke to in the beginning she was the same lady I spoke with the 3rd time I called back and she wouldn't give me her name. When I asked for her name she put me on hold, she kept me on hold for about 15-20 minutes. When she came back to the line she hung up on me. I know she did that on purpose hoping I would hang up while on hold, when she seen I wasn't hanging up she just came back and disconnected the line. Those two women were extremely rude. They need to be retrained on customer service, customer treatment. [redacted] the manager needs to be demoted because when I spoke with her, everything she was giving me wasn't leadership, manager or supervisor characteristics, skills or abilities. The other woman needs to be retrained all over from the beginning because evey question I had she kept putting me on hold to ask someone else. I hope those calls were recorded and someone in management other than [redacted] can see how these women are treating the customers. It's easier to loose customers from them just having one bad experience than to gain customers them. I just can't believe the attitude of those two woman while calling into a place of business such as this. I'm completely blown away.

Thank you,

[redacted].

Review: Finance department has yet to add me to the paperwork as I am the one who goes in and make the payments. Dustin has told them multiple times before that they can speak to me. He is currently working today and his payment is one day late and they are harassing him. They have made multiple phone calls to him today so I called to tell them on the 17th of august I will be in there with $420 which the payment is $210 and the next payment of $210 is due august 17th. I called to let them know so their phone calls dont get him fired and at first I said I was dustin and she questioned me because of the way I sound which would have been discrimination if I really was dustin and I told her no I'm not dustin she hung up on me without listening to what I had to say so I called back very frustrated because of how rude she was towards me and when I talked to her again all she did is talk over me. I was told last time I did one of these reports that I would be added to the account but they have yet to do it and the finance department is still very rude and unprofessional.Desired Settlement: I would like for them to add me to the account so then maybe they wont be so unprofessional towards me again. We are already being over charged according to kelly blue book so I dont need rude finance people either

Business

Response:

I contacted [redacted] 08/07/2015. Both parties agreed to have Dustin R[redacted] call in and give us autorization to speak to [redacted] on his behalf.I feel this issue is resolved and all parties are satisfied.Office Manager

Consumer

Response:

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.I still feel that when I call to even ask a question without giving them information that the office ladies are still rude

Regards,

I bought my car from the camelback dealership and was assured multiple times the car was running great and had been checked out by multiple people to insure this. I bought it on the 14th, drove it 10 minutes to work both ways for two days and it worked great. On the 16th it said engine power reduced and the car shut off. I kept trying to start it and got to work. While driving home the same day it repeated this 3 times and I was stuck in the middle of an intersection and almost hit by two cars. I could have been killed or hurt someone else because of this piece of crap car. I started calling them on the 16th the second the car broke down. I was told just to get a ride from a friend and come back Monday. I tried to return the car and only asked for my down payment back and they have refused and said we will fix it and give it back. I do not feel comfortable in a car that could have killed me so I told them I don't want It back. I was passed around to a numerous amount of people and was repeatedly told there's nothing I can do because its now my car. every time I spoke with anyone they were extremely rude and also very rude to my mom who was just trying to help. these people will take all of your money and sell you a crap car with no problem. They have no conscious and will not take a second look even if you were almost hurt. NEVER do business with them seeing as how they are rude and uncaring about anyone other than themselves. they still will not refund me and refuse to try to work out a deal with me. NEVER AGAIN!!

Review: I car I bought was repoad. My fault . I called an ask how much they said 800 but I had to refinance it which I couldn't do . but my personal belongings I ask for laptop ss card camera id wallit my dogs tags welding certs [redacted] tickets. Ect they told me I would have to pay to get anything backDesired Settlement: Return my peronel belongings part of the reasons I defaulted was there quality of repairs. I think there take ing advantage of people who can't do anything about it

Business

Response:

After extensively reviewing our records Mr. [redacted] vehicle was repossessed for nonpayment on 06/20/2014. He called in 06/26/2014 we advised him how to redeem his vehicle or pick up his property. He ask us to deliver his property to his home address but our policy is that he needs to bring the key in with proof of Identification to get his belonging, We did not hear from Mr. [redacted] since 06/26/2014 until this complaint was filed. We called [redacted] and advised him his property was still here and he could pick it up even though it was pass the 30 days hold period. Mr.[redacted] came in on 07/22/2014 and retrieved his property.

Please close this complaint as satisfied. Thank you for the opportunity to respond to this complaint. If any questions please feel free to contact us. Office Manager

This business is completely fraudulent, I took my cousin here to get her a car. I was told that since her license was suspended that they needed me to get the plates in my name for her. maybe 4 months later my cousin calls me because her plates got taken for being expired and when she tried to go down to mvd they told her she couldn't get plates because the car was actually in my name!! On top of that she took car back 3 times regarding check engine light coming on all 3 times they said it was fixed but it stopped on her and then they said the engine locked up!!! and now are trying to sue us because they sold her a lemon!!! isn't there a lemon law against this

Review: I decided to finance a car from, Cactus Jacks Auto because they assured me that they would send monthly reports to the credit bureaus so I could build my credit. After looking at my credit report many months later and not seeing them following through I contacted "[redacted]" the store manager who is now saying they don't report to credit bureaus until the car is paid off, he refused to answer any further questions. On top of this I was told that the car had a twelve month/12,000 mile warranty if anything went bad. This also was a lie I found out when I tried to bring it in after just a couple of months for a check engine light going on. I have seriously been scammed!Desired Settlement: I simply want Cactus Jacks to do what they said they would do and report to the credit bureau with past on time payments. I also want them to honor the warranty. I was told $200 for major repairs and $75 for minor repairs for the 12 month/ 12000 mile period. If they do not follow through with our original agreement then there is absolutely no reason to continue doing business with them, I will take them to court.

Business

Response:

RE: [redacted] ID# [redacted]Attn.: Dispute Resolution ConsultantAfter reviewing Mr. [redacted] concern, I tried several times to contact him to advise him that Cactus Jacks Auto / Camelback Finance only reports to [redacted]. I pulled a report and confirmed we have been reporting the status on his account since it was transferred to finance. As far as 12 month/ 12,000 warranty it covers catastrophic failure to the engine and transmission.Mr. [redacted] returned our calls and set an appointment up with service on 07/07/2015. At that time we will address any issues he is having. Thank you for the opportunity to respond to this complaint. If there is any further questions please feel free to contact me.[redacted]Office Manager

Review: I bought a car from them on Saturday. Sunday it broke down. They said they will have it towed. But I still have to get back in forth to work. I don't think any car lot should be able to sell any car used without a second opinion it the car is in good working condition. I want my money back.Desired Settlement: I would like a detail auto sheet that states what's all wrong with my vehicle. I want my car fixed period or want all monies back and car returned back to them. Or a trade.

Business

Response:

We contacted Mr. [redacted] immediately and took him out of the Dodge Stratus he purchased on 07/25/2015 and was put into a Hyundai Sonata on 07/29/15. All parties are satisfied and in agreement. Thank you for the opportunity to respond to this complaint. If there is any further questions please feel free to contact me.

Review: First off the contract is in my husbands name [redacted].It first started with the finance manager she didnt not talk like a manager should and she wasnt respectful how a manager should be. I understand that they cant tell me about the contract since I wasnt withmy husband when he bought me the vehicle. She was still rude and not professional. I do not agree with them calling references after your payment is one day late without calling the person they have the contract with nor do I agree with them hanging the phone up right away on me instead of listening. They dont answer any questions even if its not about the contract. They called my husband and said our regristration was suspended but they cant do that and when I went to go make the payment they told me I had to pay for the plates at that time even though I didnt have the extra money. When I got the plates the regristration and plates where done at a 3rd party mvd instead of them going to mvd so we had to pay the convience charge also for our plates that they only got for 6 months. We werent told that they werent gonna go to motor vehicle for the plates therefore we shouldnt have been charged for the convience fee. Their business practices are out of control and not professional. They do not deserve an a+ rating at all. I would give Mcdonalds an a+ before Cactus Jacks. I participated in FBLA so I know the way business should practice.Desired Settlement: I want them to refund the convience fee for the plates and I want them to call my husbands refferences and apologize to them for making an unnessary phone call and the also need to call me and my husband and apologize for how they have treated us. They also need be talked to by the owner about how to treat any other customers and true business practices.

Business

Response:

A woman called into our office stating she was our customers wife and wanted information on his account. We advised her that we could not discuss the account with her and she needed to have [redacted] call us. Mr. [redacted] called in and requested a manager call him back. I contacted Mr. [redacted] and explained our policy and he understood. We both came to an agreement that we would put his wife on his account so she could call in and discuss the account. He is out of town a lot which makes it hard for him to make payments. The only time we contact references is if their account falls delinquent and they are not returning our calls. As a dealership we use a third party MVD office to register our vehicles at no charge to our customers. There was no convenience fee charged to Mr. [redacted]. He did accrue a $5.00 late fee which as a courtesy we credit his account $5.00.Thank you for the opportunity to respond to this complaint. If any questions please feel free to contact us.Office Manager

Consumer

Response:

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.I disagree with what they said because I did not call ever to ask for information on the account. I have called and stated to them "[redacted]s payment will be late". Also another time I called and stated "why would you call my husband and tell him you suspended his registration because the new plates came in. You guys will mess up my insurance". And not once did [redacted] have them call him about the payment before calling his references. He talked to them one day after I made a payment because they made me take money out of the payment to pay for the plates so the payment was short. They also told me and [redacted] both that they wouldnt add me to the account so therefore that is another lie on their part. They said they cant add people to the contract after it has been made and that is when the manager in finance told me "why didnt he add you in the first place". So I replied"I'm sorry but I have two kids and he went right on his way home from work that day." when I went to pay the taxes on the vehicle which was 300 I did ask the lady when the next payment was due and she asked me [redacted]s address then wrote on the receipt when the next payment was due even though im not on the account attached is a receipt showing that she had given me the information when the next payment was due just like I dropped of the vehicle and picked up the vehicle from their matenience department. They say all this but I remember them calling MY phone asking for him and they wanted me to tell him to call them except he had his phone with him all day and had no missed calls from them. They also sold him a vehicle with a bad front passenger tire. Its almost bald. Attached is the tire inspection I had done at the tire shop. They day he first got the vehicle it didnt have a horn either. So they let it leave the lot with a non working horn. Come to find out the horn was unhooked due to the alarm system. Online it was advertised on their website as having an alarm. But it took them almost a week before they got the vehicle in to take care of the alarm and horn problem. Not having a horn for that long is a safety issue especially when you always have to little children in your car. At first they wanted to charge [redacted] for the alarm key pad but I told [redacted] to tell them no they are paying for it because I had screenshots on my phone of the online ad. The vehicle also didnt have a spare tire just the rim. Which again they cant sell a vehicle without a spare and that was taken care of when they did the alarm. They need to go over their vehicle and double check stuff. Everything with this company has caused me a lot of stress and they have decimated my husbands name by calling the references before him. Im the one in charge of the finances . He is up to date on his payments a reciept is attached showing the last payment made and I would prefer if they would quit lying and start being respectful. I have heard from multiple with the same problem.I would still like for them to send an apology letter to me and [redacted] specifically. And I would also like to replace the right front tire since the tire shop said I need to have it replaced. Due to the defamation of [redacted]'s name he should have a payment or two compensated to his account.Regards,[redacted]

Business

Response:

We can add [redacted] to the contract if they like so she can discuss [redacted]s vehicle contract and payments, sorry for any confusion. The horn, alarm and spare tire were fixed or installed at no charge and they were credited the $5.00 late fee. We will replace the front tire at no charge for them just contact [redacted] our service manager. We dont believe any entitlement or consequential expense award is appropriate in this matter. We apologise for any inconvience and strive to provide quality customer service throughout the term of your loan.

Review: I brought my vehicle in to be repaired after I noticed issues with the ignition and front end a few days after purchase. I was told the issues were fixed, but the follow day after I picked up my car, the issues remained. I was told to bring my car back into the service department the next week, after the 2nd time of having work done on it, the ignition problem was taken car of, but the front end issue still remained a problem that seemed to get worse. I was told by the man that I had spoken with each time my car was there, ([redacted]) that I could call and speak to his manager [redacted]. After 2 weeks of trying to reach [redacted] by phone, I finally received a call back from him, and the work he explained to me was different than what was explained to me by [redacted]. He advised me I would need to bring it in again so they could determine the issue and fix the problem. After dropping my car off this morning (March 4th 2015) I received a phone call from [redacted] stating there is no issue with my car and it is ready to be picked up. I asked why they were only focusing on the brakes, which is what I was told the work had been done on each time my vehicle was in there, and mentioned the conversation I had the day before with his Supervisor [redacted]. He stated he was unaware of the conversation with [redacted], and that [redacted] had not informed him of anything else other than I was bringing my car in again. The same issue has continued to get worse, and the only 2 people that seem to be the ones to solve it have no communication between one another and are not doing anything to fix the issue. I called to speak to a general manager to try and find another way of handling this and I was told there is no general manager.Desired Settlement: To have the issues with my front end fixed thay should have been fixed the first time it was in for repair the week after I got the vehicle, as that was almost 2 months ago.

Business

Response:

RE: [redacted]ID # [redacted]Dispute Resolution Consultant:Our service department contacted Ms.[redacted] on 03/05/2015. Both parties agreed that she will contact us at her convenience to set up an appointment to repair her vehicle. She has not made a service appointment due to her busy schedule. We will repair the vehicle at no charge when she makes the vehicle available. If you have any questions please contact us at ###-###-####Office Manager