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:05/18/2023

  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.

  I thought i sent this complaint specifically for Camelback VW. I have not heard from them regarding the second key to my new vehicle and would like to know the status. Thank you for your attention to this matter. *************************

  Customer Answer

  Date: 05/18/2023

  I bought a 2023 ****** but left without the second key for the car. After trying to resolve this with the local dealership (*********** who never called me back even when i went to the dealership twice), writing a letter to the general manager (the sales manager called me) and after i was told i would have to split the cost of a second key, whch i agreed to, i have never heard from anyone. This is my second car from this dealership and i am so sorry about my purchase. That dealership is so lacking in customer service. How dare they treat buyers like this? I hope i hear from you. *************************

  

  Business Response

  Date: 06/09/2023

  Thank you for the opportunity to respond to the complaint submitted by our customer, Ms. ************************* (Customer).
  

  On or about June 7, 2023, the Customer picked up the additional key for the vehicle from Camelback Volkswagen Subaru (Dealership).The Dealership is covering the complete cost of the additional key. The Dealership believes this issue is now resolved.

  Thank you,

  ***********************

• Initial Complaint

  Date:11/15/2022

  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.

  My son took my car which he drives to camelback Subaru for some repair in August. They did an adequate job on the repair but when he was driving home, he noticed his radar detector was missing. When he got home, he called the service center to let them know of the loss. After about a week, the service department got back to him and told him that a service technician remembered seeing the detector in the car while it was in their care. They agreed that they should replace the detector. Since then, my son has called almost every week and they continue to put us off, never return calls or simply tell us they have ordered a replacement and they will call us back when it gets in. 2 weeks ago they told my son they had it and it was ready for shipment. I went down to the dealership and talked the the service manager. He was rude and told me they are still in the process of ordering it and the radar detector was not actually there. It has been 3 months and we just want them to do whats right and replace the missing item.

  

  Business Response

  Date: 01/03/2023

  We replaced radar detector.

• Initial Complaint

  Date:09/23/2022

  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 my vehicle in May 2022. A couple of days later I had to go back to the dealership. Service advisor told me to use premium gas only - even though salesman and the car state that either regular or premium is fine. I returned two mores times for the same issue. The only "repair" that was completed was turning the light off. When I went back for the same issue, a car part was replaced in order for the issue to be "resolved." The check engine light still turned on that same week. Service advisor stated that he didn't build the car or put the sticker on there so he couldn't help me out. I felt discriminated against for being a woman and of hispanic/latin heritage. Sales advisor was rude, condescending, and embarrassed me. I went to a different dealership and they were able to provide me with real information and solutions. Camelback VW will no longer receive my service.

  

  Business Response

  Date: 10/01/2022

  We do not discriminate against anyone.  The advisor that helped her was also Hispanic.  Not interested in this dialog.

• Initial Complaint

  Date:09/19/2022

  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.

  My husband and I bought a 2014 ***** from Camelback Volkswagen and 5 days 800 miles later the drive unit (motor connected to the rear end went out). Car was purchased 8/17/22 and stopped working 8/23/22. ***** does not have the parts, so it is still sitting in our garage as of 9/19/22 without an ETA for the needed parts.We spoke to the ** for used sales ***** and he said there is nothing they can do, "sorry". They said there was a 120 point safety inspection. A quick look from a ***** person said the coolant reservoir looks empty. Still waiting for the car to go into service to see if this is the case.

  

  Business Response

  Date: 09/20/2022

  This unit passed all of the required inspections required by *****************.  It is unfortunate that it had issues after 800 miles.  Electric vehicles are very different cars as they don't have individual components that can be fixed.  Tesla is even more difficult because they will not sell any repair shop parts to their cars.  The owner must go to them to get unit fixed.  From my understanding the unit is a month or two out of warranty and under miles.  ***** is the only company that can help at this point.

  Customer Answer

  Date: 09/21/2022

  The car experienced issues 5 days after purchasing it. We spent $41,000 which was all of our saving to purchase the car. The car has been down a few days short of 30 days without an ETC at this point, plus $6300 to have it fixed. The dealer should take position back of the car and issue a check back for the purchase. We are a family of four with ***********. This has and continues to cause tremendous stress and heartache on our family. 

  

  Business Response

  Date: 09/21/2022

  The best course of action for this customer is to press ***** to fix the car under warranty.  Taxes, and registration were paid the day of purchase.  I am not able or willing to buy car back.

  Customer Answer

  Date: 09/27/2022

  The car warranty was expired when the car was purchased from Camelback Volkswagen. The car is out of warranty and ***** will not cover it. We paid $41,000 and 5 days later the drive unit went out. So now we are stuck with a $6300 repair and we don't have the extra money to repair it. We had sold our Hybrid and pulled all of our savings to buy the Tesla in the first place. We are a family of four just getting by in these times. This isn't something small that went out or broke on the car, the car is undrivable now. 

   

  If the dealer will not cover the cost of the repair or buy the car back, they really don't care about their customers. This is apparent at this time and really sad that a big dealership would do this to their customers. Stuff like this is why we go to a big dealership and not a small mom and pop shop. ****** learned not to trust a dealership at all.