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:02/26/2024

  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 bought a 2004 ***** RX 300 on 01/13/2024. I had it serviced while it was under the warranty, which stated that it would be free. The check engine light came on again, just after the warranty expired, but it was the same issue they had claimed to fix. I called on Tuesday, February 20th, 2024 to ask if they can look at it and if it was the same issue, they said they could fix it again, no charge. When we took it in today, the gentleman I spoke with and set the appointment with said he had no record of the appointment setting and had not spoken to me. Then stated that it would be $165 to just have it be checked. Ive already paid $1500 for a down payment and now Ill be paying it off with ****************** for the next couple of years.

  Business Response

  Date: 02/27/2024

  The engine light came on shortly after purchasing customer brought her unit to us on 1/24 for an intermittent check engine light on ( light was coming on and going off)customer also stated that the vehicle felt like it wasn't getting enough power.at that time. We found that the vehicle needed a new hose and a few gaskets that we completed as courtesy to the customer for recently purchasing her vehicle.
  Customer called us February 20th and stated the engine light had come on again, we relayed that if it was related to the repairs that we completed originally we would take care of it but if not the vehicle would have a diagnostic of $135 if the issue wasn't covered by the extended warranty.
  When the customer's boyfriend came in this morning 2/26 to drop the vehicle off, we relayed the same thing. At that time the customer's boyfriend stated that he didn't have $135 and walked out.

  Customer Answer

  Date: 02/27/2024

  The first time we went in, we were told that the knock sensors had to be ordered and replaced. When we picked the vehicle up, that was what was communicated to us about what was done, nothing about the hose or gaskets. We also did not even receive a copy of the documentation of what was even done, the service representative has already falsely stated a few things in this response so I can understand why he did not have those available to us. When my boyfriend went to drop the vehicle off, the only information relayed was that we didnt have an appointment and it would be $165, not the $135 stated in the response here. If the knock sensors were replaced, why is the business not standing by their word of replacing those knock sensors when the codes we brought in from another mechanic were for the knock sensors? 
  The documentation that I signed, and did not receive a copy of, only stated that the knock sensors were replaced. 

  Business Response

  Date: 08/22/2024

  Thank you for reaching out. We will honor the $135 that was quoted. Our staff has been educated on escalating an item like this to a manager to assure that all concerns are handled appropriately. Thank you.

• Initial Complaint

  Date:02/16/2024

  Type:Product 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 had purchased a car from Carizona on January 4th, 2024 the business has lack of communication very badly when I got the vehicle they had a hard time verifying my employment before I got the vehicle I was told it was in mint condition but immediately the next day the battery died and the couple weeks later the breaks were starting to squeak. My mom was already the co-signer on the vehicle which is how I got the vehicle in the first place but then a couple of weeks later they wanted me and my mom to come in again to sign another contract at this point it was clearly a scam and I told them I would bring back the car and I want my full down payment refunded to me because I never had an open loan with them. They refused to give me back my refund of my down payment of $2250 because theyre claiming I falsified information on my application. They scammed me out of my money and refused to give me my refund even though I never had a open loan and returned the vehicle back to the dealership.

  Business Response

  Date: 02/19/2024

  ************* filled out a credit application for a loan. The original loan was for her, by herself. The stated income on the credit application did not verify when the bank, not Carizona, processed underwriting on the loan. We made the customer aware of this and tried to assist her. We then offered a loan with her mother as co-signer but she declined that loan. She signed a non-refundable deposit form as well as the credit application that the information provided was accurate and that any information found not to be true is subject to criminal laws. The customer never stated any issues with the vehicle prior to the bank discovering the above mentioned issues. The last discussion we had was offering to assist the customer but she did not want the help, so there was nothing further we could do.

• Initial Complaint

  Date:02/14/2024

  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.

  If I could give them a zero I would. They scammed me out my car. They will not give me my title for my car. Now my car that was paid for through insurance company is in impound. I cant retrieve car because Carizona is still on title. I paid close to ******* to get my vehicle fixed and now the impound will contact them for abandoned vehicle. These people sent my insurance company bogus paperwork saying I could get my car in my name since I bought car back from insurance company and its a salvage title. ******* knew I could not use that title and paperwork she sent my adjuster when she sent it. Go to a real dealership if you have a lot of money and not a buy here pay here place because they will rip you off if its your first time buying car off lot. I will never use a buy here pay here place again.

  Business Response

  Date: 02/19/2024

  **************** totaled her vehicle with a lien on it. Her insurance paid the current value of the vehicle and demanded title, since they totaled it out and had Carizona sign a Letter of Guarantee for said title. We sent them the title. Carizona has nothing to do with her vehicle at this point. If her insurance didn't handle things the way she feels they should have, that's unfortunate, but this has nothing to do with Carizona.

• Initial Complaint

  Date:02/06/2024

  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.

  Purchased a car from Carizona, which is located in ****, **. It was never disclosed that there is a bad fuel pump, tears in the interior, missing Lexus key fobs, cracked screen on *************************************** arent working properly, no tint on front windows, as shown in picture online, rims are scraped, rear bumper is cracked, roof lining falling off, seal around doors falling off, seat control button cover missing, tire sensors malfunctioning, not detailed or filled with fuel before delivery. I live in Vegas and purchased this vehicle over the phone, with video ect. They never showed me the parts that were missing or broken, even though I asked several times. I filling the fuel tank and it smelled like gas in my entire house, so I had to relocate my vehicle somewhere else until I could fix the cracked fuel pump. I came out of pocket for everything. I was looking at credit karma and it notified me that there was a recall for a fuel pump on my car since 2020. This proves that the dealer didnt even check the vehicle to see if it was safe to drive, before lying to me and selling it to me for a price, as if it was in mint condition. If they wouldve checked the car, they wouldve seen that it had a recall and they shouldve disclosed or fixed it.. but they did neither. *** tried calling and messaging, with no response. Please help. This cant be legal that these dealers take advantage of people the way they do. They also charged me super high finance rate, even though I had a co signer with 850 credit and I have almost 700. I feel they lied about me qualifying for a lower rate as well. I would like a refund of what the car was actually valued at, considering they didnt disclose ANYHING to me. ** doesnt have lemon laws, but there should be something in place for people like me that have been abused and taken advantage of. Thank you!!! *****************************

  Business Response

  Date: 02/19/2024

  We have reached out to ******************* and arranged to have her vehicle looked at by a reputable shop in *********. Once the mechanic shop reaches out to Carizona we plan to participate in the cost and resolution based on what the shop finds.

  Customer Answer

  Date: 02/21/2024

  Spoke with GM by the name of *********************. She emailed telling me that if I didnt register my car that I would have to pay for the fees to return the car back to AZ (I live in *****) and they would keep my $3k down payment. I registered my car, 1 month before the temp plates wouldve expire. She said oh, sorry, this mustve been a huge mistake. I then told her I needed to speak with her about my car and the issues Ive been having with it since it was delivered. The issues I had no clue about, due to her employees lying to me. It was easy to do, considering I bought the car from a different state and paid to have it transported. My car had a major fuel leak and I paid out of pocket for another fuel pump to be installed. Not cheap!!! After I was telling her about the issues, she said I know who you are the issues youre having with your car, because I received a complaint for the BBB. I then said hmmm and you didnt try to contact me about that, you just try to scare me into thinking I didnt follow the rules and I was going to have to return the car and lose my down payment??? I have on video her salespeople and finance manager lying to me and then once I received the car, nobody would return my calls or text messages. ***** told me to take it to a mechanic here and they would fix the additional fuel leak issue.. which they did. She then called me and said if you ever come to AZ we will repair the remaining issues youre having with the car. I said ok.. then text messages her that I would like to take her up on the offer and lets organize some dates. She then started to back out of what she promised. she first said I think we can do that and then the following day she said that I didnt buy a warranty and that I signed for the car as is and theyre not obligated to help me anymore and she ended the conversation with me. Im out thousands of dollars and I still have to spend thousands more to get it to the condition they claimed it was in. 

  Business Response

  Date: 02/22/2024

  We received a Buy Back notification from *******'s bank stating that she never registered the vehicle in her home ***************. I emailed ************; with regards to the bank notification. The bank is researching the registration issue. The day after this occurred I received the BBB complaint. After receiving the complaint I reached out to ******* in a good faith effort for resolution even though we were not obligated to offer any assistance at all. She offered no documentation of any money she spent on the vehicle. The vehicle was purchased 3 months ago and has driven 1511 miles and purchased As Is. Even with this being the case, Carizona arranged for ******* to take the vehicle to a local mechanic and paid $1998.15 for a fuel sending unit and a couple other wearable items. I asked ******************** if she ever comes out to *******, and if so, I would see about resolving some of her other complaints. She said she would arrange something . She then texted a list of everything she wanted done, on a 10 year old vehicle, and demanded that we cover her hotel room if she came out here. At that point it was realized that our good faith effort was not appreciated. She then mentioned contacting an attorney and at that point the discussion ceased. We attempted to help her out and it is unfortunate that it has come to this. 

• Initial Complaint

  Date:07/25/2023

  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.

  We purchased a low mileage **** 4Runner on 4/28/2023. While we were able to get a quick mechanic overview of the car it was not extensive and we had been told it had been through their safety check and the vehicle was safe and solid. 2 days later the vehicle lost power driving to ********* - we had purchased the vehicle for our son who is going to ***. Was able to limp back to ******* and get it into a garage. Long story short - 2.5 months and more than $5,000 in repairs later we are calling it quits on this lemon having spent almost 50% of the purchase price in this time and lost all faith that this car would be safe and reliable for our son. The staff made it clear at the time of purchase that they would not be responsible for any issues so we haven't even tried to work with them. But I would never buy a vehicle again from this dealer.

  Business Response

  Date: 07/31/2023

  The customer came in and test drove the **** ****** 4Runner on April 27, 2023. The customer then took the vehicle to a mechanic of their choice on April 28, 2023 for a pre-sale inspection.After their mechanic evaluated the vehicle, the customer returned and purchased it. This is the first time we have heard of any issues with the 28 year old vehicle, three months after purchase. It is difficult for us to resolve anything if there is not one phone call to our dealership detailing any issues. Our hope is that a customer would give us an opportunity to evaluate the vehicle and see what we can do as opposed to waiting three months and wanting a full refund. 

  Customer Answer

  Date: 07/31/2023

  We were given a brief period to have a cursory inspection of the vehicle.  When the vehicle kept stopping and dying within the first 2 weeks we had the alternator replaced - then we hoped it would be in the great working condition that the dealer told us it would be.  After that we discovered the significant number of issues that were not immediate in nature but would potentially be a safety concern in the upcoming months as our son was driving the vehicle off to college so we began fixing them but then the total became greater than $5,500 dollars but we still got the work done.   Then the ** compressor went out - the last blow for $1900 the week he was supposed to drive away.  At that point we didn't feel safe with our son driving it away and that's when we made the complaint.  The dealer made it clear several times when we departed that the car was "as is" and that they would do no repair work on it so we did not take it there.  In their response they say give us full price back - but really that isn't what they would be doing.   There is now more than $5,500 of work in the vehicle so it should be worth even more than our purchase price one would think.  But at this point I don't think there is any resolution to us buying this lemon that they told us multiple times had been through their safety checks, had much work done to it (they showed us the radiator) - but funny when I asked for a detailed report on all the work done the said "we can't provide that to you."    So in the end we made a poor choice buying a substandard vehicle that was not as presented to us.  At this point I would doubt they would make it right in any way for us but buyer beware here for sure.

  Business Response

  Date: 08/01/2023

  While we understand the customer's frustration,the alternator and ************** are items that, in this record heat wave,have a high probability of failing. Batteries, starters, hoses and radiators do as well. This does not mean they were sold a "substandard" vehicle,especially when you take into account that the vehicle is 28 years old. What we usually do in these circumstances is work with the customer; sometimes that is by covering repairs and/or offer repairs at cost to alleviate the financial burden as we do want our customers happy. We were never given this opportunity. 

  Customer Answer

  Date: 08/15/2023

  I find each response from the business owner more annoying - at no point have they even offered an apology for the state of the vehicle they sold much less any potential solution.  Again - they made it clear when I drove away the vehicle was "as is" and that they would not be responsible for any repairs, thus I never went back to them.  The vehicle failed to operate properly the day after it was purchased - in May - not during  the historic heat wave in late Jun/Jul.  The alternator was replaced 2 weeks after purchase - again not during the "heat wave."  There were no other components beyond the ** compressor that would be tied to the heat wave.   New spark plug wires (that were taped to conceal their condition) and distributor cap, gasket seal, tie rods, seals, bearings, etc ... once the mechanics took a very deep dive into the vehicle there were so many items to take care of to ensure our 20 y/o son had a safe vehicle it was $6,000 later.   We finally just sold the vehicle at a tremendous loss and put him in a solid, reliable and safe vehicle.   I have purchased a myriad of vehicles in more that 44 years of buying cars - this was/is my worst.   From the prior responses I can see the deal placing the blame on me as the buyer and taking no responsibility so I have little to no expectation of any resolution at this point.

• Initial Complaint

  Date:01/05/2023

  Type:Order 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 Spent $33000 on a diesel truck and warranty on *******. On ******** The truck lost power steering/brakes/and gas going 50 mph down the road with my 2 year old son almost causing an accident. Truck was in their repair center for 2 weeks and they never resolved the issues. I took it to another shop and I have $8000 needed in repairs to safely drive this truck. The warranty will not cover it. They say they go through a 150 point check and thoroughly inspect the vehicle before selling it. This dealership ensured me this vehicle was in good condition and safe to drive. They also didn’t inform me about aftermarket parts on it. The owner of this company ***** ******* has already had one car sales business shut down for fraud and theft. Please look in to this. It has happened to many others than me.

  Business Response

  Date: 01/19/2023

  The customer purchased a 2006 Dodge Ram Diesel. The customer did not have a presale inspection prior to purchase. We do inspect our vehicles but we do not have the 10-15 days and 700+ plus miles the customer has to drive it to know what issues may potentially arise on a 16 year old truck.  When the customer called stating an issue and we asked him to bring the vehicle in. The first time he brought the vehicle in, we did $1,384.48 in work that we did not charge him for. He called back within a few days after that and we asked him to come back in. That time we did $2,172.29 in work on the vehicle for the customer that we did not charge him for. Separate issues each time. At a certain point we do have to have the customers begin to participate in the process as we are unable to do all the work for free. We have been in business for 19 years because we do take care of our customers. Unfortunately, there are times when customers are not satisficed. We would also caution the customer against making libelous statements.  

  Customer Answer

  Date: 01/19/2023

  I now have $15000 worth of work needed to repair my truck, luckily the warrranty is covering $6000 that still leaves me with $9000 i have to pay. mechanics found signs of stop leak in the radiator to hide head gasket leak. I was told they would fix the leaks for me because i noticed it when buying the truck and the leaks never got fixed each time i got the truck back it was significantly worse the battery issues also never got fixed the new battery died the next day. In total this will leave me spending approximately $11000 on top of the $320000 i spent purchasing the truck also 2 months without a vehicle. I think they should cover some of the expenses because it has left me unable to work and in debt. Hopefully we can come to a happy medium because i cant imagine the warranty company is too happy with you considering the warranty contract given to me had missing information on it that caps out diesel engine work at $5000. every single contract you gave out could be revoked due to product misinformation.