Camelback Toyota

Review: I BOUGHT A 2013 CAMRY SE NEW. MY PROBLEM IS GPS AND THE PHONE. TOYOTA KEEP TELLING ME THEIR WORKING ON IT FOR 24 MONTHS. EVERY TIME I HAVE THE CAR SERVICED IT IS DOCUMENT BY [redacted] AT [redacted] TOYOTA. HE IS A VERY GOOD MAN AND NO PROBLEM WITH HIM. I HAVE BOUGHT 3 CELL PHONES AND STILL A PROBLEM.Desired Settlement: I WONT THE CAR TO BE TAKEN BACK.

Business

Response:

I hope you know how much we value you and our relationship at Camelback Toyota. We have been doing business together for many years.Unfortunately your concerns regarding the dissatisfaction for the GPS and phone on your 2013 Camry needs to be addressed with the manufacturer, Toyota Motor Sales.For starters, I would ask your Service Advisor at [redacted] Toyota, [redacted], if he has gotten the Toyota District Parts and Service Manager involved for his diagnosis of issues. If Mr. [redacted] has done this Toyota Motor Sales would have provided both [redacted] Toyota and you their diagnosis of the malfunctions you state that you experience.If in fact, Toyota Motor Sales, has already done that, the next step you can pursue is Arbitration with the manufacturer. This process can be started by contacting the C.E.C., Toyota Customer Experience Center, their phone number is ###-###-####.As much as Camelback Toyota would love to assist you, it appears that the only resolution for your concerns is for the car to be returned, this will be a step that needs to be pursued through Toyota Motor Sales.Mr. [redacted], if you have any other questions in the meantime, please feel to contact me directly at [redacted].

Review: I purchased my brand new Toyota from this location in May of 2013, at that time with tint on the windows. Since my purchase there have been things with the tint such as bubbling etc and I would like them to be fixed. I reside in Tucson and have even when purchasing my Toyota. I take my car for its scheduled and needed maintenance to [redacted] Toyota here in Tucson. I was told that I was able to have the tint fixed here in Tucson at that location, so I made the appointment which will take a majority of the day, or so I was told. When I arrive at the dealership here in Tucson I am told that Camelback Toyota will not reimburse them for repairing the tinting and I need to take my vehicle to Phoenix. I am not in the position to do so, and since I did not cause this issue to occur I want it rectified. I purchased my car with tint and it needs to be fixed as this has been an ongoing issue for at least 6 months. I have finally had enough of the back and forth between both dealerships and being told to contact the maker of the tint etc. This is not my issue and as a customer I want it rectified with as little inconvenience to me, considering I had nothing to do with the tint process.Desired Settlement: I want my tint fixed here in Tucson at [redacted] because that is the most convenient for me. I live 200 miles away and have a disabled child and cannot be traveling all over Arizona for a issue that was not caused by me to begin with.

Business

Response:

It was a pleasure speaking with you bringing resoltuion to the window tint issue on your 2013 Sienna that you purchased at Camelback Toyota.I spoke with Lance, at [redacted] Toyota, on Jule 11th, and made al the financial arrangements with [redacted] Toyota and Camelback Toyota for have all your windows stripped and re-tinted at [redacted]. There will be no costs to you, Camelback Toyota is paying for this repair.I supplied you with [redacted] direct phone line, ###-###-####, and advised all you need to do is call him and schedule at your convenience. You agreed that now your issues are fully resolved. I apologize again, [redacted] that this situation wasn't addressed in a timelier manner by Camelback Toyota. Any questions, please contact me directly.Sincerely, [redacted]Customer Relations Manager

Review: I was very pleased when I first bought my new Corolla in 2011, until I found out that my salesman blatantly lied to me when I purchased my car. He told me at least a dozen times that I would have to pay for NOTHING except tires, battery and brakes for five years. The payments were going to be higher than I could afford, but after conferring with my son and my financial adviser, they agreed that since I would be out-of-pocket no money in repairs (except the above mentioned three things), it would be a wise decision to purchase the new car. It wasn't too long until I was told by my service manager that was not the case. By this time, my salesman had left the country, and he could not be held accountable for the lies he told to me to get me to purchase the new car. Just recently, my driver's window started malfunctioning and dragging the rubber insulation down on that window, and they wanted $98 just to determine whether or not it was a mechanical or cosmetic problem. Of course, it's a mechanical problem....anybody can tell that by just hearing what the window is doing. I am very disheartened that such a supposed upstanding car dealership would treat a customer this way, especially when they were told that I was totally misled by their salesman. I am a widow, and this is the first car I have ever purchased on my own, and I feel that I was totally taken advantage of and am continuing to be taken advantage of when they won't even fix a mechanical problem with my driver's window. I would recommend this dealership to nobody!Desired Settlement: Minimally, I would like Camelback Toyota to fix my window at no charge, since it is NOT a cosmetic issues--it is a mechanical issue. I refuse to pay them $98 to to take the door facing off just for them to tell me that they are going to charge me for the repair of this mechanical problem with my window. They said they could not determine if it was a mechanical problem without me paying them $98 to determine whether it was or not.

Business

Response:

I regret that you feel there was any dishonestly on the part of Camelback Toyota, and your salesperson Mr. [redacted]. During our several telephone conversations, which you and I have over the past several months, I clearly explained the coverages in the Mechanical Protection Plan that you purchased back in 2011, when you purchased your vehicle at Camelback Toyota. Mr. [redacted] was correct in informing you that any wear and tear items will not be covered under the Mechanical Protection Plan you purchased, his examples may have mentioned just a few items, batteries, brakes and tires. Mr. [redacted] was a long term sale professional with us, but the offer of extended warranties would have been secured when you went to the business Office to finalize your paperwork. Back in late 2011 or early 2012, you would have received a comprehensive brochure from MPP, listing covered components. Just like with any insurance policy, there are items that won't be covered, and with MPP the company that carriers your warranty, has a list of items not covered under the wear and tear inclusions. I have attached the documents of your service history at Camelback Toyota, as you can see the last visit was in February, 2012. You informed us that you use an independent mechanic for all your service needs, and he in fact sent a picture to our service department for a complimentary diagnosis, which we are unable to perform due to the fact the door panel needs to be removed to full diagnosis concern. Actually, he personally could assist by removing the door panel and diagnosing concern and submit for warranty on your behalf, if he is an ASE certified mechanic and chooses to assist you with this process. In regards to the $98.00 diagnosis fee, which entails removing the door panel, I informed you that if in fact the repair is covered under the Mechanical Policy, meaning it is a mechanical failure and not a wear item, the $98.00 will be waived, if the work is performed at a facility that can file a claim with the MPP company. We have a diagnosis fee in place for our mechanics protection, they can sometimes spend several hours trying to diagnosis a customer concern, then the customer goes elsewhere for repairs, the mechanics need to be compensated for their time.In closing, Camelback Toyota will assist you and will pay the $98.00 fee on your behalf. But, I will reiterate that we will only pay for the diagnosis fee. And iffor any reason, the warranty company determines not a covered item, the cost of repairs would be at your own expense, or possibly your independent mechanic could repair for you, once it is determined by our mechanics what the necessary part is need for repair.

I received a postcard from Camelback Toyota offering me $32,000 for a trade-in of my 4Runner. When I took the car down, they claimed they could only offer me $26,000 and that an "independent" company THEY WERE WORKING WITH had sent out the cards but the TRUE trade-in value was only after you came in. Then, I wanted a specific vehicle that they did not have in stock, so they ordered it. I was told it would be here at the end of November. I waited and waited only to find out it was "sold out from under" the salesman I was dealing with and was then offered a more expensive car. Two instances of Bait and Switch! Buyer beware!

Review: On January 12, 2014, I assisted my father [redacted] by paying a $2,000 down payment via my [redacted] card at Camelback Toyota for a purchase of a 2007 Toyota Tacoma. Following a counteroffer that was disclosed to me on January 24, 2014, I attempted unsuccessfully to obtain the specific terms of the counteroffer to assist my father in making an informed decision on whether or not to continue the purchase with Camelback Toyota. Needless to say, their staff would not provide me or my father with the terms of the counteroffer and demanded we come into the dealership. I informed [redacted], Finance Manager that based on their stance at not wanting to communicate the counteroffer information or renegotiate the terms via email or phone that we would unwind the deal and return the vehicle, this was disclosed via email on January 25, 2014. On January 31, 2014, we returned the vehicle to Camelback Toyota. We did not speak to [redacted] because he had customers in his office. We provided the keys to the Sales Management staff who became upset and demanded we stay. They would not provide any information on how to obtain the return of the down payment money. Later that evening I sent an e-mail to [redacted] demanding the return of the $2,000 down payment and I have not received a phone call or response e-mail from them.Desired Settlement: Based on the payment via [redacted], I request the $2,000 be credited back to my [redacted] card immediately. The vehicle was returned to the dealership and no counteroffer deal was reached or negotiated.

Business

Response:

This issue was resolved via a credit to Mr. [redacted] on February 4th. Some of the credit card companies can take several days to post refunds.

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.Regards,[redacted]

Business

Response:

This refund was applied to your [redacted] Card on Tuesday, February 4th, the same card you supplied to us for the original down payment amount of $2,000.00Thank you for giving us the opportunity to meet your vehicle needs and regret that we failed to meet your expectations.

Review: To whom it may Concern,

On Saturday, the 19th of April 2014, my recently purchased car experienced mechanical failure. I had my car towed to the Toyota Camelback dealer for diagnostics.

At the dealership, I was not greeted like a valued customer. I waited for hours to receive service. Nobody responded to my queries about progress, and no rental was provided to me so that I could proceed on my days’ business while the car was repaired. I was trapped without any progress reports and no accommodation. This is a staggeringly unprofessional and inconsiderate way to treat someone who has been a loyal two-time customer of this Toyota dealer.

I cannot express how disappointed I am in this demonstration of utter disregard for your customers. In a time of difficulty when kindness and attention was needed, I experienced only neglect. My good opinion of this dealership and Toyota in general may be irreparably damaged. Barring an apology and financial consideration, it is unlikely I shall ever do business with this company again, and shall recommend to all of my friends and associates that they likewise avoid such patronage as surely as the plague.

Dismayed and Disappointed,

[redacted]Desired Settlement: Apology,Refund-Check,Refund

Business

Response:

Dear Mr. [redacted],

If you recall when you and I meet at the dealership to discuss your concerns as in your letter to the Arizona Revdex.com, both you and I walked immediately back to our Service Management team to look more into your issues.

We learned at that time that [redacted], our Service Manager, had been in contact with you via the telephone several times on that particular Saturday. Also in contact with you was [redacted], one of our Service Advisors. They both informed you that your arrival time at the dealership, around noon, was not going to be sufficient time to get your vehicle properly diagnosed. It appeared that your vehicle a Chrysler, may have to be sent to a Chrysler dealer for a diagnosis. You were offered a rental vehicle that you declined, stating you couldn't afford to pay for one. And then you ended up renting one from [redacted] Rental.

When we met with the Service Team, including the Service Director, you were provided a

complimentary rental vehicle, which ended up to be three days of complimentary transportation. And we all discussed the extensive follow up that did occur with you that day.

Please also find attached a previous complaint that you sent to the Revdex.com, back in May of 2013. Ironically enough, you state the same experience. It appears that you feel Camelback Toyota can't meet your expectations. That we do regret, unfortunately there will be refunds or goodwill gestures this time.

Sincerely, [redacted] \ Customer Service Manager

Review: Dear Madame or Sir:

Re: 2013 Toyota [redacted]

In February 2013, I purchased a 2013 Toyota [redacted] from Camelback Toyota. In June

2013 during a family road trip to California, I noticed that there was a protruding metal heating­ coil in the driver's seat. This metal object causes discomfort to the thigh area when driving and causes an unusually uncomfortable amount of heat when turned on.

I brought my vehicle into the service center at Camelback Toyota approximately four (4) times between June 2013 and December 2013, where they tried to repair the issue. The first time the vehicle was looked at, the seat was not repaired and had additional damage. The leather on the driver's side lumbar area was torn. I brought this to their attention but I was told they could not fix it. Each time they attempted to fix the heating coil issue and advised me that they were unable to do so. I was advised at some point in September 2013 that an actual Toyota specialist would need to examine the vehicle to determine how to repair this problem.

From approximately September 2013 through December 2013 both staff from Camelback Toyota and myself attempted to contact Toyota to have a representative come to Arizona and examine my vehicle. This was not an easy process. I typically received no return calls for my messages and when I did get an appointment with someone it was cancelled on three (3) occasions. Finally in December 2013 [redacted], Field TechnicalSpecialist, met me at Camelback Toyota.

My vehicle was taken back with Mr. [redacted] to the service area for about 5-10 minutes. Upon his return Mr. [redacted] stated that the issue I was encountering was an engineering defect and there was nothing he or Toyota could do about it. Stunned at this answer I asked if he represented the final answer from Toyota and if there was anyone else I could speak to. Mr. [redacted] stated that he was representing Toyota and that if I did not like Toyota's product I should take my business elsewhere. This statement was made in front of the Service Manager at Camelback Toyota.

This remark by Mr. [redacted] is astonishing because I have been an avid and loyal Toyota consumer for over 20 years. In the past 12 months alone I purchased five (5) Toyota vehicles from Camelback Toyota. Additionally the vehicle in question, the [redacted], is an $80,000 vehicle. I have been so loyal to Toyota because, until now, I have believed that they provide a quality product and stood behind it.Desired Settlement: The management at Camelback Toyota has offered to buy back my [redacted], but they have offered to buy it at the depreciated value and have me purchase a new vehicle. With that said, I find myself in a position where my choices are to keep a product that has an admitted engineering defect that Toyota is both unwilling and unable to repair or place myself in a financially disadvantaged position with a new loan.

I am disappointed that these are the choices I have been presented with by Toyota and do not believe that either is fair or appropriate.

To resolve the problem, I would expect that Toyota repair or replace the seat or offer to buy back the vehicle at no cost to me. I looked at the 2014 [redacted] and the seat design appears to not have the same issue as the 2013 model.

I look forward to your assistance as I have not had any luck with Toyota directly. Please contact me at the above address or by phone with any questions.

Business

Response:

We are addressing your concerns from Camelback Toyota's position. As with you and all of our guests who feel

that their vehicle concerns aren't fully resolved at the dealership level, we and all other Toyota Dealerships can

reach out to the manufacture, [redacted], for their expertise and diagnosis. And we did so in your case as

you state in your letter to the Arizona [redacted].

On December 18th, 2013, Mr. [redacted], the [redacted], Field Technical Specialist performed his diagnosis on the complaint you stated being that of a "metal object that causes discomfort to the thigh area on drivers side, and also causes an unusually uncomfortable amount of heat when turned on." His diagnosis was that, "the condition is present in all current model year [redacted]'s. Also he explained to you personally that, "there is no design change available at this time." At that time you mentioned that you weren't satisfied with the position that [redacted] had taken. You stated that you were going to pursue purchasing a [redacted] vehicle to replace your [redacted].

Due to your loyal sales and service history with Camelback Toyota and [redacted], your longtime sales

professional, we offered to give you above market value for your [redacted]. Camelback Toyota offered you

$62,000 as a value to trade in your [redacted]. I am told that you recently went to the [redacted] dealership in

Chandler to trade in your [redacted] for one of their [redacted] vehicles. That dealership only offered to give you

$59,000 for its value and you choose not to accept their offer.

Mr. [redacted], Camelback Toyota performed its due diligence by involving the [redacted] factory representative. It is in the best interest of Camelback Toyota and [redacted] to be able to fully resolve a customer concerns and keep them in the Toyota family. Unfortunately, in your case we were unable to do so. As in your pursuit for a [redacted] product to replace your [redacted], it appears at this point hasn't worked out favorably for you.

In closing, Mr. [redacted], at Camelback Toyota our position remains the same, and support that of Mr. [redacted].

Customer Relations Manager

Review: la experiencia no ha sido muy buena con el toyota dealer ya que ellos no me dieron una explicacion verdadera con respecto a lo que dice mi contrato Revdex.com Translation:The experience has not been that great with the Toyota

dealership since they did not provide a clear explanation with respect to what

is stipulated in my contract.Desired Settlement: la solucion mas justa es que pueda entragar el carro al toyota dealer ya que mi contrato dice que tengo 30 dias para devolverlo y solo llevo con el carro 15 dias y ellos me dicen que no puedo entregarlo Revdex.com Translation:A fair solution would be for me to take my car back to the

Toyota dealer since the contract indicates I have 30-days to return it. I only

had the car for 15-days but they claim I cannot longer take it back.

Business

Response:

Hello , I will mail hard copy to Mr. [redacted] as he provided no email. Thank You

Review: On 10/30/2013 I ordered part # [redacted] (Vapor Canister, Order ID: [redacted]) to replace a leaking vapor canister in a 2006 Toyota Highlander. I ordered it through toyotapartsfactory.com,.

A day or two after it was installed check engine light came back. I had it checked around April of 2014 and the service technicians found a crack in the canister. I called customer service (in April) and left a voice message for [redacted] in the internet part sales department describing the problem but nobody called me back. I emailed [redacted] on April 23rd and July 8th and received no reply. I tried to access the website but it was no longer available and I assumed that the dealership had gone out of business. I would note that the business name on the invoice was "Toyota Parts Factory".

Today I decided to check again and looked at the relevant credit card record where the business was listed as Camelback Toyota. I found their website and called [redacted] in the internet part sales department (the same person who didn't return my calls in April). He said that he can't help me because a year has passed since the purchase date. I do not accept this resolution because:

1. The dealership didn't return my calls in April, before a year has passed.

2. The dealership didn't reply to my emails in April and July, before a year has passed.

3. The dealership took down the parts sales website toyotapartsfactory.com and didn't leave any instructions to consumers regarding the new contact information, before a year has passed.

Thank you [redacted]Desired Settlement: I'd like to receive a refund of $773.21.

Business

Response:

This letter is to address your concerns regarding the Vapor Canister that you ordered via our website in October 2013. As you are aware, Toyota factory parts come with a one year warranty.I have attached an identical copy of the invoice that you received from Camelback Toyota that invoice was sent in the box with the part, in a self-enclosed packing slip. We believe our business information is very clearly visible and several options available to reach us over the last 13 months. In addition, to the issues you mention with our website, we have had the same functional website since 2010. We are happy to say, we have a very large Internet Parts Department that runs successfully on a day to day basis via our website.In doing my due diligence today, I discussed with [redacted], if he had any recollection of previous conversations he had with you via email or telephone. He immediately recalled that, yes in fact, he spoke with you over six or seven months ago, and specially advised you to take the Vapor Canister to your local Toyota Dealership for possible Toyota Parts Warranty coverage, while it was still within the year warranty period. He recalled this so quickly due to the fact, you telephone him yesterday, Monday, November 24th , with no challenges being able to connect immediately with him, and he reiterated that back in April or so, he encouraged you at that time to go to local Toyota Dealer for assistance.In closing, Mr. [redacted], our position remains the same as [redacted] had informed you of yesterday. That position is that the warranty has expired and there will be no reimbursement from Camelback Toyota.

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.