Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct. 18, 2024 I purchased a 2013 GMC Terrain from Cactus Jack **** on **** ** in *******, Az from ****. Upon test drive we noticed the rear driver side window motor was not working as well as there was some shaking with the vehicle when at a complete stop. I was told by **** and her manager that I would receive a call from the service department the following week to bring the car in to fix whatever issues there was and that they will take full responsibility. The following week passed and I heard nothing so I called on that Friday and was told they would be returning my call on Monday when service department opened. I never received a call and 3 weeks passed. The vehicle became worst and I called back again as well as went to the dealership. I was given the run around for a week and told that both **** and her manager was fired right after selling me the vehicle and they cannot honor anything they said because it was not submitted via email. Finally they gave me a date to bring in the vehicle of 12/09/2024. But on 12/04/2024 the engine blew up and caught fire while I was inside the vehicle. They are trying to make me responsible for the vehicle and not refund or replace the vehicle. The vehicle was not sold to me as a As Is vehicle. I should not be responsible and out of $3,000.

  

  Business response

  12/11/2024

  Hello,

  Mr. **** J. **** purchased a used 2013 GMC Terrain from Cactus ****** on or around October 18, 2024. Mr. **** also opted to enroll in the Collateral Protection Program (CPP) at time of sale. This program covers any physical damage, including a "total loss" to the vehicle, with $800 deductible.
  Mr. **** had scheduled a service appointment for December 9, 2024. Regrettably, his vehicle caught fire prior to the scheduled appointment. We take this matter very seriously and have conducted a thorough investigation to determine the cause of the fire. After careful examination, our investigation was unable to definitively determine the cause of the incident. However, as a gesture of goodwill, we have made the decision to process this incident under the Collateral Protection Program with no deductible to be paid by Mr. **** as a courtesy exception.
  Our sales team is actively working with Mr. **** to help him find a suitable replacement vehicle.

  Thank you.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle. Once I drove off the lot the check engine light came on. I made an appt in which they could not get me in until a week later. Once my appt came my vehicle was in the shop for exactly 19 days. The service manager message me mentioning it was a Cylinder 2 issue, and they will need to replace the whole engine. I turned in my vehicle to get repair 11/07/2024 I received a call and text the vehicle was ready 11/25/2024. I went to pick up the vehicle once I was arriving home my check engine light came on again. By time I got home Cactus **** was close. Next morning 11/26/2024 I called explaining my situation. ***** that works at the camelback location mention there is nothing they can do. He was very rude, unhelpful. I asked to speak to his manager he mentions he is his own manager. I asked for cooperates number in which I was given the wrong number. Makes a me question, I was sold a car with problems off the bat, i was given the wrong number is this even a legit ***** business??? I looked at their review they are HORRIBLE. Someone definitely need to look into this and the news will be my next step if I don't get my issue resolve. They need to take back their non-working vehicle and exchange me for a new one. I have 3 babies 5 and under left with a vehicle with car issues.

  

  Business response

  12/02/2024

  Hello,
  We appreciate ********** allowing us the opportunity to address her concerns.
  Ms. ******** vehicle purchase included a 4-month/4,000-mile limited warranty, which covers major components with a $299 deductible per item.
  Ms. ******** vehicle was brought to our service department for an engine replacement on November 7, 2024, and was returned to her on November 26, 2024, at no cost to her as a courtesy. Our records show that the vehicle was brought in again on November 27, 2024, due to the check engine light reappearing. Our technicians re-diagnosed the vehicle and identified that the converter was failing, and the T-start sensor was malfunctioning. The converter has since been replaced, and the T-start sensor has been repaired. We would like to assure Ms. ******* that we take her concerns very seriously, and as of the date of this response, the vehicle is fully operational according to our service department.
  Additionally, we have noted Ms. ********* feedback regarding her phone interaction with our Service Manager; *****. According to *****, on November 26th, 2024, during their phone conversation, Ms. ******* explained her concerns, and ***** advised her that the vehicle would need to be brought back into the service center for further repairs and diagnosis. In an attempt to handle the issue himself, and because his direct manager was not available, ***** *** have responded inadvertently that there was no one else to escalate the issue to.  ***** has since realized his error and has apologized directly to Ms. ******* today; which to our understanding was satisfactory to Ms. ************** appreciate *********** understanding and patience as our service team diligently worked on completing the repairs on her vehicle.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left this company a review over a month I got a call 10/24/2024 (today) from the employee **** harassing me saying to delete my review or she would be taking me to court for her car being in the review. First of all I dont even know who car is in the picture I wasnt taking a picture of the car I was taking a picture of the false advertisement they have on the window. The review was posted well over a month ago. **** obviously went through my file which Im sure is illegal to do so because I do not do business with them and have not attempted to do any business. With these people since the day of this said review. She should not be allowed to look through my personal information and personally call me harassing me about a public review that I am allowed to leave in a business. I called to speak to the manager the girl that answered claimed she was the assistant manager and refused to help at all she chose to get smart and hang the phone up on me. I would like this issue to be solved. I need to speak to a real manager or corporate office because **** needs disciplinary action taken against her.

  

  Business response

  10/29/2024

  **ar Ms. ************************************** has received and thoroughly reviewed your complaint. We appreciate the opportunity to clarify any misunderstandings or confusion regarding the service provided to you when you attempted to purchase a vehicle through Cactus Jacks.
  As a dealership, we are committed to assisting potential buyers. You submitted ************************************************************* ****** role is to engage with potential customers. As a potential customer, it is Ms. ****** role to engage with you.
  Regarding the ****** review, please note that Ms. ****** personal license plate information was posted within the picture you posted on the review, which was the reason she asked that you please delete that picture. 
  Our sales Director, **** ** *******, has attempted to reach you multiple times to discuss this matter but has been unable to connect. We kindly ask that you please contact Mr. ** ******* at ************ for any further questions.

  Customer response

  10/29/2024

  first her asking me was not in a kind way at all and second I have not worked with yall in about 2 months which Ive stated. So her looking through old files to find my number, she shiuld not be able to do and also you can not even read the plate of the car Ive zoomed in several times on ****** and cannot even read the plate. It is public property I am allowed to post a review I was taking a picture of the advertisement on the window not of anyones car. For as long as the review has been posted no one has ever said anything about he picture now all of sudden its a problem. She should jot be going through my file if I no longer do any type of business with this company.

  

  Business response

  11/04/2024

  Dear ****** Saint-*****,

  We understand that you may feel frustrated by the recent situation, and it was never our intention to create any issues or misunderstandings. Your review and the accompanying photo may have been interpreted differently than you intended. Please know that disciplinary action has been addressed.
  Additionally, our sales team continues to process applications until a customer requests not to be contacted. As youve indicated, we will ensure that you are not contacted further.
  Thank you for bringing this to our attention. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from ****************************** on ********************************************** in the end of Feb 2024. Everything was great up until a week later. The check engine light came on. We took it to get coded and the Cadillac Converter code was showing. We called the manager at *****'s who sold us the car from acorss the street at the Cactus Jacks lot. We had to go back and forth a few times to finally get someone to get us in to get it serviced. We wer met with a guy named ****. **** tried to not do the job in the first place. He argued and said there was nothing wrong because at the time the check engine light was off. It keep coming on and off. They took the car for 1 day to service it. They returned it to us saying again, there was nothing wrong and they cleared the code. A few weeks passed by and the light came on again. We called **** specifically and he stated "there is nothing we can do, you are outside of your 30 day window". We called the manager back at *****'s across the street and told him what had happened and that this is NOT ok as we know we are covered under lemon law. The manager pulled some strings and got us in with **** again, Who huffed and puffed about doing the job. We were told to drop it off with **** on a friday morning and were promised it back same day. We got it bac later that day and everything was fine, for a few days. The check engine light came back on! We got a second opinion who lifted the car and stated that the Catallca converter was NOT replaced and it is in fact DAMAGED from the outside of it. We cannot get our ca back in to get this fixed. We had the car less than 2 weeks before the issues started happening and Cactua Jacks will do NOTHIN about it even when we have second opinion and proof of printed out codes saying its still the Catillca Converter

  

  Business response

  06/18/2024

  Hello,

  ******************************* purchased a 2016 Kia **** at ****** miles.  ******************** purchase came with a 4 month/4,000-mile limited warranty that covers major components at a $299.00 deductible per covered repair. **************** also opted for a service contract with additional coverage at a $299 deductible per covered item.
  Our service records show that ****************** vehicle was at our dealershipservice center on 3/21/24 at ****** miles when an Evap code issue was resolved at no cost to ****************.  Later on **************** and her husband brought the car back to the dealership and insisted that there was a catalytic converter issue.  *********** team tried explaining to the customer the issues and loud noise the vehicle would be making if it was in fact the catalytic converter.  Under the customer's husbands insistence, the service team went ahead and replaced the catalytic converter at no cost to the customer as a courtesy.
  Our service director *** has recently contacted **************** and helped schedule a service appointment at the warranty center.  *** advised **************** that the warranty center will diagnose their vehicle, and if they deem that any of the current issues are related to the initial repairs, then deductibles will be waived and repairs completed according to their limited warranty and/or service contract.
  ****************** service appointment is scheduled for July 10th.
  Thanks.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had bought a car from ******************* the march 28 the car engine blew up I was without a car for a week they kept telling me they where gonna fix it and it was gonna take to long for me to be without a vehicle so I contacted the better business they gave me another car now the car horn wasnt working my push start wasnt working my I only had the car for a week and took it in the shop there telling me they cant fix my push to start because its not under warranty in the state of ******* legally they have *********************************************************************************************************************************************************************************** more than its worth Im constantly without a vehicle paying all these extra fees

  

  Business response

  05/01/2024

  Hello,
  Ms. Diamond Fortune purchased a 2015 Buick Encore on 3/29/2024 at ****** miles.  ********************* purchase came with a 4 month/4,000-mile limited warranty that covers major components at a $299.00 deductible per covered repair. This is in addition to the ** Used Vehicle Implied Warranty of Merchantability according to the ** Revised Statute 44-1267. Used motor vehicles; title;implied warranty of merchantability disclaimer; waiver; burden of proof;remedies
  
  As ****************** stated, we placed her in a different vehicle as soon as we determined repairs on her Buick were going to take too long, and before we received her previous BBB complaint ID ********.
  Unfortunately, ****************** had some issues with the key fob on the new vehicle we placed her into, but we have since addressed all her concerns and completed all the necessary repairs, including the remote start feature.
  Thanks.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cactus ************************* are owned by the same person, ***** Jackson, that implies these companies are one & the same. This company is a buy here pay here. When a vehicle gets repossessed, it goes straight back to this company. My vehicle was wrongfully repossessed, the company was not willing to work with me due their true intentions of churning vehicles. I wasnt avoiding them, I had been calling and emailing my rep. ***** multiple times. She never called back. I still have the call logs & emails. I then started receiving calls from a random number that my phone showed as SPAM. By the time I received communication from Auto ***, it was a different representative named ********************* who reached out to me by email. After inquiring on a payment plan, she replied back saying that the vehicle was up for repossession. I called shortly after receiving the email & as I was calling, the repo truck was already outside hooking up my vehicle. I had called, not knowing that the vehicle was in the process of being repossessed, to try to see what could be done along the line of a payment arrangement as I have been working 2 jobs. I spoke to someone who referred to themself as a Manager named *******, he called me a liar & laughed at me multiple times. He showed absolutely no compassion. Their repossession company broke the peace & after objecting to the repossession continued to proceed. From my understanding, breaking the peace is against AZ law. Cactus Jack/Auto *** Finance was also aware of pre-existing conditions with the vehicle such as problems with the drivetrain, *************** They did not disclose that information to me. I brought this to their attention at the time of sale & asked to have a We Owe made up but they told me they didnt do that. They were not transparent about the pre-existing concerns with the vehicle and did not act trustworthy because they wouldnt make a We Owe for the known concerns. My full complaint has been attachment.

  

  Business response

  01/05/2024

  Auto ************* Services (ANFS) has received, reviewed and documented Mr. Lohmans complaint.  Our records indicate Mr. Lohmans vehicle was repossessed due to non-payment and multiple broken arrangements.  Mr. Lohman spoke with our Loan Servicing Representative ***** on multiple occasions and made several arrangements that were not kept on his end. On 11/07 ANFS spoke with Mr. Lohman and made an arrangement for a partial payment of the past due balance to be paid by 11/08. **** followed up with Mr. Lohman on 11/09, but he was unresponsive and did not keep his arrangement.   On 11/16 ANFS spoke with Mr. Lohman and made an arrangement for a partial payment of the past due balance of  $200 to be paid by 11/24.  ANFS followed up with **************** on 11/24, but he was unresponsive and did not keep his arrangement.  On 11/27 ANFS spoke with Mr. Lohman and made another arrangement for a minimum partial payment of $443.30.  ANFS followed up with **************** on 11/27, but he once again was unresponsive and did not keep his arrangement. On 12/29 Mr. Lohmans vehicle was placed out for repossession due to non-payment and the delinquency of his loan.  ANFS communicated to Mr. Lohman at 1:46 pm on 12/29 that his vehicle was out for repossession and it was imperative for him to contact us. **************** contacted ANFS hours later once his vehicle had been repossessed by the assigned repo agent.  During the repossession Mr. Lohman communicated the repo agent was cooperative and was being cool and allowed him to get his personal property out of the vehicle.  ANFS has offered to assist Mr. Lohman with a 3 payment deferment and provided a suitable arrangement to get him back into his vehicle.  Mr. Lohman has 10-days to redeem his vehicle and has agreed to call back and make a payment on 1/06 to get his vehicle back.  We ask Mr. Lohman to contact our Loan Servicing Manager *** at ************ if he has any other questions or needs further assistance.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my car in the beginning of July, late may. Ive only had it for less than a month. When I was purchasing the car I was told there was nothing wrong with it. They said if I paid for the warranty, I would only have to pay $300 for anything that went wrong with it as long as it was covered. After only making two payments on the car, it breaks down. ** told to take it to truefix yet they wont help me figure out how to get it there. I had to pay for it to get towed to truefix. I take it to truefix and they say theyll have it done within a week. Its been almost two months and I still dont have my car back. They even tried to charge me $800 for the repairs and said the warranty doesnt cover it and when I read them the papers they said oh our fault we missed that and I still had to pay over $500 for deductibles. Cactus ***** will literally trick you into buying a bad car so they can get sales and when you ask them about it they say its your fault that you didnt check the car! Truefix will hold your car as long as they can because they want as much money out of you that they can get! Ive only had my car for 4weeks and its been in the shop for more than a month! I lost my job because of it, I had my move my kids schools because of it !

  

  Business response

  09/12/2023

  Hello, 
  ***************************** purchased a 2011 Chevrolet Equinox on 6/30/2023 at ******* miles.  ****************** purchase came with a limited 4 months/ 4,000 Miles warranty that covers major components at a $299 deductible per item.  ************** also opted for a 36 months/36,000 ************* contract with the same deductibles.  
  Our records show that ****************** vehicle was at our service facility on 8/4/23.  After her vehicle was diagnosed, our service manager made attempts to contact ************** to discuss repairs.  Once ************** and our service manager established contact, and agreed on the repairs, ************** paid the deductibles on 8/31/23.  ****************** vehicle's repairs were completed on 9/8/23 at which point she took delivery of her vehicle.
  Our Loan Servicing team has assisted ************** with payment deferments during the time that her vehicle was in service.
  We appreciate ****************** patience as we worked on completing the repairs on her vehicle.

  Thanks.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 **** fusion and within 24hrs of the purchase the car wouldn't start and was in the shop for 3 days before i got it back and sat in my driveway for 2 before they came and got it. not ********************************************************************************************************* the middle of the street when the car broke down. it sat 2 weeks in my drive way before it got towed to them. i had spoken with several people and after speaking with the first person and manger I was promised they would use the money i paid towards the tow company to my car didn't happened, they also said they would defer my payment that didn't happen. after spending closed to **** for a down payment and the car being disabled twice in less then 24 hrs-90 days. I have paid more then enough money towards an unreliable car. i am asking that they do what was promised and defer my payments or return my deposit to be used towards the payments they are asking for while the car was disable undriveable and also sat in their shop waiting to be fixed and returned. if they defer the payments after making one payment i would be back on track and since they fixed the car both times Im not asking for the wages i lost not being able to work i asking that they keep their word and defer the payments that was mentioned and promised to me do the right thing and keep your word

  

  Business response

  07/24/2023

  **************** purchased a used 2016 **** Fusion with ******* miles.  Mr. *************;purchase came with a 4 months / ***** miles limited warranty that covers major components at a $299 deductible per item.  **************** also opted for a 36 months / ****** miles service contract with the same deductibles.  Mr. ***********;vehicle was serviced under warranty on 04/03/2023 for a battery and returned to him on 04/04/2023 at no cost to him.   Mr. ******* vehicle was towed in on 05/22/2023, repaired under warranty at no cost and returned to him on 05/31/2023.  We have spoken with Mr. ***********;on several occasions and offered to assist him with a three-payment deferment contingent he keeps his arrangements to pay his account down to three payments past due.  Mr. ***********;has failed to keep his end of the arrangements therefore the deferments have not been processed.  We ask Mr. ***********;to make a payment of $319 as soon as possible in order for us to assist him with a three-deferment to bring his account current.   
  Mr. ***********;may contact our Loan Servicing Manager (LSM) *** at *************** am to 5pm Monday-Friday for further assistance.  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2012 Chrysler 300 on 06/03/2023 for $17,695.00. I also purchased the additional warranty. After leaving the dealership and driving approximately 10 miles, the vehicle began to smoke and would no longer drive. I called the dealership, Cactus Jacks on ************ and spoke with my salesman, *****. I advised him of the situation and his response was there is nothing he can do. He gave me the number for the repair shop which was closed. I had the car towed at my expense. The car is still in the shop and has not been in my possession since. I have communicated to the shop as well as the dealership. I do not want this vehicle as it is not reliable. I stopped in the dealership today and explained to the site manager, ******, that I did not want the vehicle as we have not had transportation this entire time. I had also told ***** during my call on the day I was stranded that I did not want the vehicle. ***** stated there was nothing he could do. We put down $2000 cash and would like that refunded. We do not want the vehicle as it will not be reliable.

  

  Business response

  06/30/2023

  Hello,

  We would like to first apologise to ********** for the inconvenience.  Our service manager **** has been in contact with ********** since we were notified of the issue.  ************** vehicle has been since repaired and returned back to him at no cost to him.

  Thank you for the opportunity to address ************** concerns and resolve the issue.

   

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 12,2023 I purchased a 2016 *************** limited from cactus jack ***** Now it hits one month with having the car and today my car didnt wanna go in forward and I told them I have to go to work the next few days, prodded to tell me I cant do anything about that. My car doesnt wanna drive forward. Engine/tire/airbag lights are going off now. Transmission went out now. I went through a lot of problems with a car I still owe $23,000 on an old car that doesnt even work anymore. Everytime I take my car the sales rep tells me its normal when its not.

  

  Business response

  06/22/2023

  Hello,

  Ms. *********** purchased a 2016 ******* Elantra on 5/12/2023 at ****** miles.  ************** purchase came with a limited 4 months / ***** miles warranty that covers major components at a $299 deductible per item. ************ also opted for a 36 months / ****** miles service contract with the same deductibles.  This is addition to 3 free oil changes within the first 12 months.
  When ************ first notified the dealerships sales team that she was experiencing mechanical issues, they promptly sent an email to the service team to contact customer.  *********** team left multiple messages for customer before they were able to get her to drop her vehicle off at service.
  ************** vehicle was dropped off at the service facility on 6/15/23.  *********** team is diligently working on completing the necessary repairs on her vehicle.  *********** team has been in contact with *********** with updates on her repairs, and will let her know as soon as her vehicle is ready for her to pick up.
  We appreciate ************** patience as the service team works on completing her vehicles repairs.
  Thanks.

*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. ↩