Used Car Dealers
Cactus Jack AutoThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Used Car Dealers.
Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/22/2025
Type:Service or Repair IssuesStatus: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 January 31st 2025 from the dealership. 2 days later the check engine light came on along with the tire monitor system light. I contacted the dealership let them know they had me take it in two days later called me said nothing was wrong with the vehicle to pick it back up. I picked it back up drove it to work two days to check engine light came back on and there were more issues with the way the vehicle would jump it was stalling it was giving me even more issues I took it back again for a third time they kept it for 2 weeks at that time told me that they fixed a few of the fuses and a couple of the sensors and that there would be no more issues. I took the vehicle for a fourth time and again after driving the vehicle for a day or two the check engine light came back on again and the vehicle was driving even worse. At that point I returned the vehicle again to the dealership where it was kept for an entire month being worked on I picked it up 2 weeks ago the check engine light came back on again a few days after I picked it up. As I was driving on the freeway in traffic My vehicle died on me the starter is sticking on it I have reached out to them and returned the vehicle again today not only was I spoken to very rudely by an employee will I was also told by management that I did buy a used car and that pretty much I can return it and be out of all my money and there's no resolution they're not going to try to resolve the issue in any way shape or form. I have been up to date on my payments even when they kept it for a month in the shop. I don't feel that I am being fairly treated the way that they're speaking to me I cannot get them to communicate with me in any way shape or form. When they had my vehicle for a month I contacted them numerous times just to try to get an update and a status on what was going on with my vehicle they would not return my phone calls they would not contact me I eventually had to go down there in person.Business Response
Date: 05/05/2025
Hello,
Sorry about the inadvertent delay in responding to Ms. ******** complaint.
We are writing to provide a summary of the service history and address ongoing concerns regarding the vehicle purchased by Ms. ******* ******.
Ms. ****** purchased the vehicle on January 31, 2025, at ****** miles. On March 11, 2025, with mileage at ******, she returned for service, having driven approximately ***** miles. During her visit on March 13, our service team replaced the spark plugs, knock sensor, and mass air flow sensor at no cost to her.
A follow-up service appointment was initiated on March 15 and completed on April 12, 2025. Ms. ****** reported stalling and shuttering while driving. After inspection, our technicians identified an issue with the engine control module (ECM), which was resolved and the vehicle returned to ************ A new key was also made for the vehicle. These repairs were also completed as a goodwill gesture and no cost to Ms. ************* Due to the delay caused by waiting on the *** replacement, the finance company approved a payment deferment.
On April 24, 2025, the vehicle was brought in again, with service completed on April 26. Mileage was recorded at ****** and after thorough test drives returned back top Ms. ******. During this visit, we installed a new oil filter.
It is important to note that Ms. ****** expressed desire to exchange the vehicle to a different one since she did not like the one she purchased, and stated that she will continue bringing her vehicle in until we agree to place her in another vehicle. We clarified at that time that vehicle exchanges are only approved if we are unable to repair the vehicle, and after confirming mechanical issues are not due to negligence.
Since then, Ms. ****** has returned monthly, reporting intermittent issues such as the vehicle shutting off or losing power. Each time, our technicians have conducted thorough inspections and extensive test drives but have been unable to replicate the reported concerns. No diagnostic trouble codes have been found, nor have any warning lights been active. The vehicle has consistently performed within normal parameters while in our care.
We remain committed to supporting her and addressing any verified mechanical issues as they arise, and we welcome continued dialogue to ensure her mechanical concerns are heard and appropriately addressed.
Thank you for your attention to this matter.Initial Complaint
Date:04/18/2025
Type:Service or Repair IssuesStatus: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 car broke down a month ago. Cactus **** told us to bring the car in. Cactus **** had told us that the deductible to repair it is $300 and that it would be billed to our account with our finance company (Auto Now Finance) where I make my car payments. It took two weeks for Cactus **** to send my car to Truefix for it to be looked at. We were told it's the transmission; the guy then told us we had to pay the deductible right then and there or they won't fix it. Totally different from what was initially said. The guy from Cactus **** provided us with the number to pay it. We attempted to pay it twice and the finance company would not take the payment because they never received the invoice from Cactus ***** We did our dudiligence by calling Truefix, then we were transferred to Cactus **** and transferred back to Auto Now Finance. Truefix or Auto Now finance could have processed the payment, but no invoice was provided by Cactus ***** I spoke with the finance company because they called about my car payments, I let them know the situation and that we have had to rent a car leading to me not being able to make the payments. They said they would call Cactus ***** and I have not heard from them since. We tried following up and still no phone call back.Business Response
Date: 04/24/2025
Hello,
Please see the attached response.
Thank you very much!
Initial Complaint
Date:05/30/2024
Type:Service or Repair IssuesStatus: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.
Came in on 05/30/2024 to inquire about an issue that was noticed by the mechanic at the tire shop Cactus Jacks uses. The front shocks are completely shot on the 2012 Ford Expedition I purchased recently. When I first got the car, Cactus Jacks replaced the back shocks as I noticed excessive bouncing the the back. The proper repair should've completed front and back shocks, and the mechanic at the tire shop told me that Cactus Jacks mechanic should've replaced both sets, and the bad front shocks are now damaging my new tires. I came in today 05/30/2024 to ask the manager Will if this was something the warranty I pay monthly for covers. He immediately got rude and defensive saying I should be happy he replaced the back ones. Well I am not happy because that is an incomplete repair as both sets needed replacing. Now my tires are being ruined. I want the front shocks replaced as they should've been when I got the car.Business Response
Date: 06/05/2024
Hello,
Mr.
Jesse Clark purchased a 2012 Ford Expedition on 1/6/2024 at 101,057
miles. Mr. Clark’s purchase came with a 4 month/4,000-mile
limited warranty that covers major components at a $299.00 deductible per
covered repair. Mr. Clark also opted for a 36 month/36,000-miles service
contract and the same deductible at time of sale.
Our Service records show that Mr. Clark’s vehicle was serviced at the
dealership's service center on 1/10/2024 when we replaced 2 tires and 2 rear
shocks and strut assembly at no cost to him. We show no other service records of Mr. Clark’s
vehicle in service since then.
Mr.
Clark recently contacted our dealership, advised that he had driven his vehicle
12, 000 miles since purchase and asked for the front shocks and struts to be
replaced at no cost. Our store manager
tried to explain that would not be possible, so Mr. Clark left the dealership.
Mr.
Clark’s 4 month/4,000-mile limited warranty has since expired, and his
service contract does not cover the front Shocks.
We are
willing to ask our Loan Servicing team to help with deferring a car note
payment if Mr. Clark provides receipts of front shock repairs to his vehicle.
Thanks.Initial Complaint
Date:02/15/2023
Type:Service or Repair IssuesStatus: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.
I purchased a dodge journey on December 30, 2022. Two weeks into having the vehicle broke down and we had to take it to the dealership for a sensor with the battery. I had told them that it was an inconvenience that they told me it would be two months before they even looked at my car let alone fixed it, and I just purchased the car. So they said they were gonna put a rush on it a week and a half later I got the car back right at home and my fiancé took a look at it. They never change the part out and how we knew because my fiancé had read the part so we can take it to the dealership to get fixed and it’s still had the electrical tape from my fiancé. Two days after that, we started getting a check engine light on and other sorts of lights popping on on the dashboard reaching out to them telling them once again that we’re having issues with the car and it needs to be fixed. It took them three days to get back to us and mind you my fiancé had to miss work because we had no car to drive. we were told that we had to take it in to get fixed which one it wasn’t drivable and he needed to be picked up. They were supposed to pick up the car today and nobody showed up. I’ve had the car a little over a month but technically because it was in the shop and we weren’t able to drive it for about three weeks we’re only able to enjoy it for a little while and I still have to pay on it. They didn’t fix the first problem which is still there on top of many more other problems. I have tried to reach out to them. I keep calling them leaving messages. Kind of this is uncalled for. I just want my car fixed or another car and I’m still getting the same answers. I have to take it back to the same dealership they have to hold onto it. There’s a two month waiting period in order for them to look at my car so I’m looking at , like three months to even get my car back once again I think it’s unacceptableBusiness Response
Date: 02/21/2023
Hello,
Cactus Jacks is a used car sales dealership who offers customers a limited 12 months/ 12,000 Miles warranty that covers major components at a $299 deductible per item. This, in addition to 3 free oil changes every 4 months or 5,000 miles offered to all customers.
Ms. ********* ***** purchased a 2015 Dodge Journey on 12/30/2022 at 93,527 miles.
On 1/23/2023 and at 95,129 miles Ms. ***** contacted the service facility where the warranty repairs for the dealer are normally handled . She was advised that it would be two weeks before her vehicle is diagnosed. Since Ms. ***** could not wait as long, the service facility reached out to the dealer's reconditioning center and asked them to handle the repairs on Ms. *****'s vehicle. Ms. *****'s vehicle was repaired and returned to her at no cost to her on 1/30/23 after the battery cables were tightened and terminal replaced; the sensor where Ms. *****'s fiance placed the tape was not replaced as it did not need to be replaced.
When the check engine light came back on on Ms. *****'s vehicle, the service team tried calling but was getting messages that the phone number was not taking any incoming calls at the time. The service team has seen tried identifying the electrical issues, but have determined that it may take them longer to properly diagnose the issue and completed the repairs, so they have requested that the dealer places Ms. ***** in a different vehicle.
The dealer has since been in contact with Ms. ***** and is currently working on placing her in a different vehicle.
Thanks.
Customer Answer
Date: 02/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19414462, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
********* *****
Initial Complaint
Date:09/08/2022
Type:Product IssuesStatus: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.
They sold us a Nissan Pathfinder knowing that it has a CVT transmission defect. They won’t take the car back or trade it they chose to ignore the fact that I am now paying on a car that we can’t drive. I will be filing a lawsuit.Business Response
Date: 09/19/2022
Hello,
We are unable to locate any customers in our system with the information provided. We have also called phone number provided and no call backs have been received as of yet.
Please provide additional information such full VIN of vehicle, date and location of purchase.
Cactus Jack Auto is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.