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:12/13/2024

  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.

  Hello my wife and I purchased a 2015 **** F150 from Phoenix Auto collection on 11/19/2024. They specified the vehicle needed to go through inspection and maintenance before they could deliver it to us. We took delivery of the vehicle 11/25/2024. The vehicle started exhibiting mechanical issues right away on the drive home. I contacted Phoenix auto collection notifying them of the issues and had booked an appointment with San ******** for a recall and inspection of the issue. **** found $4000 worth of issues that needed immediate attention. I notified Phoenix Auto collection of the issues and informed they have to fix it due to the used vehicle law of 500 miles or 15 days. They stated the would resolve the issue, but as long as they did the work. We agreed and dropped the vehicle off 12/4/2024. They also agreed to pay for an inspection by **** for the work they provided. After receiving the back on 12/13/2024 they informed they only replaced the turbo and not the parts specified by ****. They stated they would provide a 12 month or ****** miles whichever occurs first warranty for the work. But per the work order they replaced the turbo with a used one with a 6 month warranty. They have mislead and not followed through on written promises.

• Initial Complaint

  Date:08/17/2024

  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 sold myself and my daughter a 2020 Dodge Journey. Two days after buying she took it back to the dealership because it was over heating. My daughter did not alert me of issues with the car until she had taken it back to them 8 times. They kept telling her there was nothing wrong with the car. The car finally broke down would not start. We expressed to ***** that she needed a reliable car to get around in with her 5 kids. He assured us this was a good car low mileage. We have since had the car towed into a Dodge delership and was told they sold her a car with a bad engine. So the engine has to be replaced. My daughter had no other transportation to get to work urber and lift became to expensive so she lost her job and we are stuck paying for this car. Phoenix auto collision has not taken any responsibility for selling her a car with a bad engin and we are still responsible for the loan. Not really sure what can be done at this point. I just want to notify better business bureau of what they are doing abmnd I'm sure we are not the first that they have taken advantage of.

  Business Response

  Date: 08/19/2024

  Hello my name is ***************************** co owner of Phx Auto Collection. ****** and ***** did indeed purchase a vehicle from us. The problems that they had with the vehicle after the sale were small stuff that we fixed even after the 15 days and/or 500 mile dealership warranty. They purchased this vehicle back in 03/16/2024. They came back 1-2 months ago saying the vehicle was having issues, there was no check engine light on, and vehicle was driving good. We tested it and drove it for about 40 miles that day but car was driving good. They did purchase an extended warranty so if the car unfortunately went bad they are still covered. They called me today and said the Dodge dealership told them it would take 1-2 month to get an engine if we could help them out. Once again I did accept to helping them up and making the warranty claim here. We do feel bad but we cant forsee cars having issues this far down the road. 

  Customer Answer

  Date: 08/19/2024

  The statement is a lie they did not fix anything on this car. My daughter took this car back yo them a total of 10 times I believe and they told her they could not find anything wrong with it. Finally the car broke down wouldn't start towed to dealership. We just learned today the car was in a front ***** collision and that is why it kept running hot due to radiator damage.  I want to return the car to them and you'd the contract with the lender. It was never disclosed this car had been in an accident. I expressed to them to please put her in a reliable car and they took advantage of a single mom with 5 kids. I live I. CA I wasn't there with her.  We relied on them to do the right thing abd sell her a reliable car.

  Business Response

  Date: 08/20/2024

  The vehicle is currently at dodged and will get fixed. I am not sure what else we can assist on. This is 5 months after she purchased the vehicle. If she came back the 5-10 times they're claiming and we still gave them a loaner and helped them is more then any other dealership would do, hence the 500 miles or 15 day law. Half the time they brought the car back it was user error. Not clicking the gas cap all the way, running out of gas, running the car on extremely low gas. 

  Customer Answer

  Date: 08/26/2024

  *****************************, I'm sorry for the way I responded to this matter. My self and ******* are very upset that were paying all this money for a car that has all these problems. She has text messages back and forth with ***** each time she took the car in and it was within the 15 day 500 miles. The only thing she's asking now is if you can provide her a rental car until she gets her car back from the delership. It would be very much appreciated. Thanks in advance.

• Initial Complaint

  Date:04/12/2024

  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.

  The company that I am filing this complaint about is Phoniex auto collection,a Car dealership. My car was recently in an accident and I was searching to replace my Dodge Durango I lost with something similar. I looked into a few vehicles, but when I saw the ad for the 2018 Dodge Durango Vehicle VIN #1C4RHAGXJC41180. The vehicle had around 63 thousand miles and was being sold at Phoniex Auto Collection. I checked the car fax and it had a clean history with no accidents. At Phoniex Auto Collection I was dealing with the car salesmen ********. I informed him I needed a reliable vehicle to get my son to and from school. Also I need it for work. ******** told me the vehicle was good to go. I inspected the vehicle and saw damage on the outside and inside that was not mentioned. However I told ****************** did not mind the minor damage as long as the vehicle runs just fine and was reliable. When we went on the test drive ******** sat in the back seat behind the driver instead of the passenger seat. Which I thought was weird. When we drove the vehicle I noticed a smell on the inside, but that was it. As soon as I paid ****** dollars to Phoniex Auto Collection and signed for the car I left and met a friend to show them the new car. As soon as they sat in the passenger seat the *** (Air bag system) went off saying it wasnt working for the passenger seat. So I went back to Phoniex Auto collection to report the issue. ******** instructed me if I drove back up from to ****** next week they would fix it. I agreed and drove back to ******. The next day I drove the Durango I bought from Phoniex Auto collection to the store and on the way back the Vehicle alerted me the vehicle was overheating. So I had to pull over and noticed all the coolant in the vehicle was gone. It had a leak and was overheating when I had the vehicle for not even 24 hours or 300 miles. I reached out to Phoniex Auto Collection after having to drive a quarter of a mile and stop for 15 mins which took me about a hour to get home for a drive that was only 10 mins. When I spoke with the dealership about the issue they took a long time to get back to me and explained they were busy with other clients. This bothered me because I had already paid for a vehicle that doesnt work. They offered to fix it or exchange it but I explained I wanted my money back. I had already paid to lease a vehicle as I needed to get my son to and from school Monday the day after all this happened. I sent a text message explaining that I wanted my money back and showing them the Arizona Lemon Law. The Arizona Lemon Law includes a provision for used car purchases. An implied warranty of merchantability (vehicle works like it is suppose to) exists for all used motor vehicle for fifteen calendar days after delivery of the vehicle for calendar days after delivery of the vehicle to the purchaser or the first five hundred miles, whichever comes first. After sending this to them they did not respond at all to my message so the next day I drove up from ****** to catch ******** sitting around on his phone. This highly upset me because he clearly was making no effort to help my situation or even message me back. I spoke to the manager and explained I paid cash and want my money back to due the Arizona Lemon Law. They said they will not be giving me my money back. Please be wary if you buy a car here as shopping here got me a vehicle that doesnt work minus about ****** which is more than I paid due to Ubers of a total of ******************************** 505 a week. As a disabled veteran who has served this country for 15 years with two tours to *********** I expected to be treated better. Please help me get my money back. I do not want to do any further business with Phoniex auto collection.