Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nature of Complaint: Misrepresentation of Vehicle and Unethical Sales Practices My wife and I visited Carizona to view two minivans listed within our price range. We were shown and test-drove a newer, upgraded model and decided to move forward with the purchase. During paperwork, we noticed discrepancies between the odometer reading and the Carfax report. Still, we placed a deposit with the intent to have the vehicle inspected.The next day, we called for clarification and were told we had been shown the wrong vehicle. The vehicle we test-drove was a newer model, but the paperwork and deposit were for an older model with significantly more miles. Instead of honoring the sale of the vehicle we had been shown, the dealership insisted we either purchase the older vehicle or pay $7,000 more for the one we had actually test-driven.Despite our efforts to resolve the issue, we were met with resistance and ultimately could not proceed due to the additional cost. The situation was made worse when the General Manager made an inappropriate and unprofessional comment, questioning my ability to provide for my family.This experience involved misleading sales tactics, failure to disclose accurate vehicle information, and a complete lack of accountability for their error. I am requesting a formal acknowledgment of this issue, a refund of our deposit (if not already returned), and action taken to prevent this from happening to other consumers.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in to see a ******* 2018. I went and test drive, they asked me if I can put a down deposite to hold the vehicle because they still had to do paperwork and detail the car so they told me with the hold it would be on stand by until o signed off & not have the risk of anyone else buying . They charge me $1000, the next day I thought about it and the 24% interest rate was going to be too much for me . So I decided to contact **** and told him I would back out . Mind you again the deposite was to hold the vehicle only , no other contract was sign and I didnt take the car home . He told me I can no longer get it back , which I dont think its fair since the car never left the dealer . ***** lost ********* did not sign off on any contract to purchase . They are refusing to refund me my money and I would like to do something about it

  Business Response

  Date: 07/04/2025

  Thank you for reaching out. The customer came in, we got him approved. He was supposed to put a certain amount of money down but said he would come in the next day with the remainder leaving a $1,000.00 non-refundable deposit. The customer signed document titled "Non-Refundable Deposit". Thank you.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased vehicle on april 19, 2025 with my 18 year old daughter for her primary car - There were even details in the advertisement as the car blowing ice cold air. We discovered there was a massive dark stain with ripped carpet down to lower than the carpet pad behind the driver's seat that had been covered by very unique floor mats that provided coverage to hide the area. Estimate to replace this section of carpet (since it cannot be cleaned or repaired) is $400. Now we found out that the air conditioner is needing to have the entire compressor replaced with a repair estimate of $1500. We have communicated this to the dealership and they have indicated the carpet issue was irrelevant because it's cosmetic and that they are not responsible for the failing AC unit.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carizona misrepresented the terms of a vehicle purchase. I was meant to be the co-signer, but they submitted paperwork with me as the primary buyer to push financing through. They also asked us to falsely state a $2,000 down payment to the lender, when we only paid $1,000. We refused.The vehicle has not been delivered and financing is not finalized yet the dealership is claiming Im locked into a purchase. They also had me sign a delivery confirmation despite never receiving the car. I requested to cancel the deal, but they have refused to refund the $1,000 deposit.This is misleading, dishonest, and feels predatory

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went yesterday 1/26/2025 long story short we were placing a 1000 hold on a truck as we were going to get our own financing. Noticed on the ******* money form it said Non refundable. We said no to signing that. **** said no worries we can revise that. He came back with a revised form stating refundable we signed and gave him our card. We txt him 45 min later stating we hade decided to wait and asked for the 1000$ back **** replied I regret to inform you, that indeed will not be happening

• Initial Complaint

  Date:09/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on September 2. Once I got the vehicle and drove it home I noticed usual noises from the transmission like metal on metal grinding and trouble getting it into gear. I brought the vehicle back they accepted it. The vehicle should not have left that lot in that condition they told me the fly wheel and clutch was being replaced. But tried blaming the noise on a ***** ** boot. They refused to other an kind of alternative transportation I drive an hour total to work and it put a lot of stress for me to find transportation. It wasn't until I keep arguing that they finally offered me a car a 2005 **** which was fine but I had to take full liability of the vehicle anything that happened to the vehicle was my responsibility even if it was due to the age of the vehicle so I said no because the vehicle looked like it was on its last legs. It definitely seemed like they planned that out requiring me to raise my insurance policy and risk paying to repairs on a car that wasn't even mine. Today is Sept 8th and I still have no vehicle. They have arguments with me the entire time tell me to trust them after selling me a car that needed repairs way before it should have been sold. And tried playing it off as if they were fixing the car because I was worried about the transmission when clearly it was not safe to drive and was going to need repairs soon. I keep getting told it ******* done Friday if not them Saturday now mid next week iv paid for ***** to get home twice now and start school soon. My last update on the car was Sept 4th. I think this business has shadey practices and tried to hide it but making the customer feel they are doing us a favor when in reality they are trying to fix things that should have been properly fix before it was even sold.

  Business Response

  Date: 09/16/2024

  The customer purchased the vehicle on September 3,  2024. The customer did call in the next day. We asked him to please bring the vehicle back in. We did determine that the vehicle had an after market clutch but the vehicle did function drivability wise. To appease the customer we replaced the clutch with OEM clutch and replaced CV axle, at no cost to the customer. Unfortunately these repairs can take some time to source parts and such. We do offer a "loaner" vehicle as a courtesy but we do have customer's sign a loaner car agreement in the case that the vehicle is damaged while in their possession. The repairs were completed, at no cost to the customer, and the customer picked up the vehicle within an approximate 48 hour turn around. 

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 20th, I paid the dealership $2000 ($1000 debit, and $1000 credit) for a car down payment. I was also including a trade in with the deal. However, the trade in was in the name of my mother who was out of town. The dealership needed my mother to sign paperwork for the trade in, and rather than send the paperwork via mail, it was decided to wait until she returned. Mother was expected to return the following Friday. However, she did not return the following Friday due to an emergency. So, I called the dealership and told them that my elderly mother has encountered an emergency and asked for a refund. They said that I signed a non refundable form when paying the money and referred me to the general manager. I waited until the general manager was in so that we could talk about it. The situation was explained to the general manager, and she said to call her again after a few days because the finance manager was not in. I called again after a few days, and the general manager was reportedly not there, and not accepting calls. So, I went to the dealership asking for a new receipt that I could give to the bank, and/or the copy of the non refundable form which I signed. (The bank for the debit transaction cannot help me because the original receipt is faded and they never gave me a copy of the nonrefundable form, the credit card company for the credit transaction has given the dealership until September 19th to respond.) The dealership refused, and told me to never come back.

  Business Response

  Date: 08/30/2024

  We did worked very hard to get this deal done for you. We told you we would give you time on the title. Then, a couple of days later, your mother accidentally called our dealership thinking this is where you had purchased the car that you ended up purchasing after not following up with us on the title. So, you did purchase a vehicle somewhere else and did not plan to go through with the sale, which is fine, but you signed a non-refundable deposit form. 

  Customer Answer

  Date: 08/31/2024

  Another car was purchased because another dealership was able to offer a better deal. There is nothing wrong with shopping around, that's what smart shopping is. What's material to this matter is that Carizona has a business practice that isn't conducive to smart shopping. They are a used car lot that tries to hustle consumers. And because of their nonrefundable policy, shopping with them could entangle personal matters as well. Just as it did with me. They now have money from me for no reason. How is that a fair exchange? Is it inappropriate to find business elsewhere with a dealership that doesn't have a better business practice like an inflexible nonrefundable policy? We are all consumers, so consumer's smart shopping rights come first.

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealership was the worst consumer experience of my life. Every single step they lied, hid information, and gave false information to myself and the lending company. *They added $3500 to the financing paperwork for a service package that they said was complimentary with purchase*I did not get to test drive the vehicle. The salesperson drove it and I only rode as a passenger * They took $3000 cash from me for the down payment THEN told me they werent going to do anything else that day to finish the purchase. They would not give me my down payment money back and told me I had to come back to finish the purchase whenever I have time in order to get the car. * Financing was supposed to be for myself with a co-signer (family member). They said I was approved and they gave me all the blank legal and financial contract paperwork and told me to take the paperwork to my co signer by myself (2 hour drive one way), get his signature on everything, and bring the paperwork back to the dealership. *Once they got the signed contract from me I found out they only put my co-signer on the paperwork and instructed me to have my co-signer tell the financing company that he purchased the car for himself and he was the only person that would be using it. This also caused problems when I tried to get it insured (they still wouldnt give me my $3000 down back. *They told me to get online and give them a positive ****** review and They would not give me the keys until after I did it. The car broke down 550 miles after purchase, purchased 3 months ago / its been in shops for repairs 3 times and Ive paid $5000 dollars out of pocket for repairs and rental vehicles on top of the $3500 they charged me for the repair warranty Ad price was $13,995 Undisclosed costs $ $4,500 29% interest for 72months!!!!!! Ona car with ****** miles Total cost almost $40,000 They have financially destroyed me.

  Business Response

  Date: 08/22/2024

  We apologize for the issues the customer had. The service contracts are a purchased product and upon review the customer did sign the individual document stating the price and terms. It is also included in the itemized contract. The stated prices, interest rate that the consumer mentions are not accurate and are also disclosed in all the paperwork that is signed. We do not show the customer contacted the dealership regarding mechanical issues as we feel we could have assisted the customer either by bringing the vehicle in or communicating with the warranty company oh their behalf. There are areas that the dealership could have handled better and the employee that handled this transaction is no longer with the company. 

  Customer Answer

  Date: 08/27/2024

  The business made no attempt to resolve anything. Their response also ignored the legality of how the paperwork was done. but given how they operate, Im not surprised. Nor am I surprised that they insinuated the blame should be placed on the sales person (******). I actually still have her phone number so I will be happy to let her know. They have proven but they do not have a problem intentionally putting their customers in situations that will cause harm for close to the next decade. I will be continuing to see resolution through any and all other means available

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** sold me a vehicle that was overheating and has had a battery light on. I put a $500 down payment on the car to buy the vehicle and I wasnt approved for the loan five days later after driving it off the lot. I had put miles on the car, thinking that this car was officially mine, so ****** was notified that I was not approved for the loan and they wanted The Dodge Caravan back they first told me to drive the car back to their current company address but I told him that the vehicle was overheating and had a battery light on so they decided to get a tow truck to pick up the car and wish they did. Now that they are seeing that the car does have an issue and I did put miles on the vehicle within a few days of having the car. They are refusing to give me my $500 back. this is all the money I had And now Im left with no vehicle and no money. I would love to have my money back for this down payment.

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 03/24/2024 I purchased a 2014 **** Focus with only ****** miles on it from Carizona. We test drove the vehicle and it performed OK. We bought the vehicle and brought it home that day. That evening, when my wife left for her office, she noticed the car lunging in first gear. She advised me the next morning when she returned home (graveyard shift). I asked her to give it a try again that maybe it was just an anomaly, however, the same condition occurred. That next morning I attempted to schedule an appointment with Carizona and we eventually got a service date a week later. The dealer's service center looked at the car and adjusted something to help smooth out the issue. The issue continued and we brought the car back to Carizona only to be told that there is nothing they can do and that **** has a "bulletin" on this vehicle. They asked us to go to a **** dealer to have it fixed. We spoke to the **** dealer regarding the bulletin and they said the bulletin requires the owner to pay for the work. This is NOT acceptable and Carizona needs to either take this car back or fix the first gear transmission issue.

  Business Response

  Date: 05/09/2024

  Thank you for reaching out. We did initially try to assist the customer with the issue, (although we were not obligated to due to the fact that the vehicle had been driven over the 500 mile *** with regards to the 15 day 500 mile regulation). I did attempt to call the customer to have a conversation about any possible further assistance we may offer. 

  Customer Answer

  Date: 05/09/2024

  The car started making the first gear issue the next day after we bought it....and we reportef it.  and, we have been to Carizona twice.  This is just another 'put-off' by Carizona.

  Business Response

  Date: 05/10/2024

  I am not sure offering to help resolve the issue is a "put-off". We need to have a conversation to figure it out. If the customer is unwilling to participate in the process, then it will be quite difficult. 

  Customer Answer

  Date: 05/13/2024

  My biggest concer was Carizona's comment "although we were not obligated to due to the fact that the vehicle had been driven over the 500 mile *** with regards to the 15 day 500 mile regulation"....this is incorrect, as this occurred the first night we drove the car.   I called to get an appointment about 3 days later, but Carizona didnt have any openings for about a week out.  That would have put us outside the 15 day window but thats because there were no appointments available.  I will call Carizona.