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| - Their service department is great. My old Escape hit 30K and I needed to get it serviced. They performed everything that needed to be done, and replaced my battery for free because it was starting to leak. Darn those AZ summers!
However, the sales area is another story. I decided I wanted to trade in for a 2012 Escape. The exact one I wanted was already enroute (dealer ordered), so I just had to wait a few days. Unfortunately, mother nature had another plan, and the car arrived with hail and wind damage. Back to the factory it went. This is where I got mad. They said they had the exact same car (different color interior and exterior) and that it was in a storage lot in a suburb less than 30 miles away. However, they couldn't figure out how to get it from the storage area to the dealership in 3 days. I wanted to drive it up to Sedona that weekend for the Memorial Day. Ugh! They didn't respond to my emails or phone calls. Finally, the day of delivery arrived, but no car... I decided to check out another dealer online who had the car I wanted on the lot! I went over after work (on a Friday), signed everything, and drove it home. I contacted Camelback to cancel the sale of the car I didn't want in the first place.
Apparently, not only do they not communicate with customers, they don't communicate with each other either. My original sales person never responded to me acknowledging the cancelled sale. THEN on Sunday, he sent me an email telling me cars weren't being delivered during the holiday weekend. Duh, I know that. So, I responded to his email saying, again, I wanted to cancel the sale. On Monday, another salesperson called me, completely unaware of my desire to cancel, upping the ante if I was willing to wait ANOTHER week (at minimum) to take delivery. I told him the same thing I told the original sales guy, "no thanks, please cancel the sale." On Wednesday, the finance guy called me asking for proof of insurance so that he could put through all the paperwork for the sale. SERIOUSLY?! No one told him to cancel the sale either?! He said he'd have the sales manager call me to get it straightened out. I told him, I don't want the sales manager to call me. Shred the paperwork. He thought I had the car in my possession already. Absolutely not, I'm not crazy.
I'm waiting for the sales manager to call me so I can now tell a 4th employee that I don't want the car. The sad part is that I really liked the service people. But now that I bought my Focus from another Ford dealer, who threw in two years of oil changes and maintenance at no cost to me, I won't be going back to Camelback Ford. Although, I don't think that's a bad thing at this point.
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