Complaints

This profile includes complaints for Sun Devil Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sun Devil Auto has 45 locations, listed below.

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• 

  Sun Devil Auto

  1201 S Alma School Rd Ste 14000 Mesa, AZ 85210-2096

• 

  Sun Devil Auto

  4322 W Thunderbird Rd Glendale, AZ 85306-5027

• 

  Sun Devil Auto

  120 W Baseline Rd Mesa, AZ 85210-6112

• 

  Sun Devil Auto

  5104 E Ray Rd Phoenix, AZ 85044-6415

• 

  Sun Devil Auto

  1824 E Elliot Rd Tempe, AZ 85284-1798

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:08/30/2023

  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 broke down in March of 22 and brought my vehicle to Sun Devil Auto for repairs. At that time they said I needed a new battery along with front brakes & rotors for the total cost of $941.87. -In April of 23 I had more pulsating that seemed to be brake related? So this time they told me I needed rear brakes, rotors & calibers which costs $1115.98. more recently my driver side window would not go up & I had some noise that I heard going at a low rate of speed. When I would put my brakes on, the noise went away. This time the cost was $1516.67 for a new motor for the window and they said this time it needed new struts & shocks? Originally I just had the window done, but about a week later I brought it in for the struts & shocks. I had to bring the van back a second time because the window did not go up using the auto feature, which worked before hand. I picked up my "newly fixed" van on a Friday. As I pulled out of the lot, I still heard the original sound. I was not very happy about this situation after spending over $1500 for the repairs. they said that a tech would come out and drive with me to hear the noise. On a side note, if they heard the noise to recommend struts & shocks originally, why again? I could not leave my van because of having no ride home so I brought the van in the following Monday about 1:00 pm. At 4:14 pm I received a call saying the van is done. I was very shocked when I was told that they "Re-Lubed the brake components" and the noise went away. I have several concerns about this! Within 10 months I had total front & rear brake system done. There is a sign in the office stating the following and I quote "each vehicle brought to Sun Devil Auto receives a complete inspection to insure its safety and perfomance" Obviously they did not do that or they would have seem the problem with the brakes? The van does not ride any better. In conclusion, I would like my $1516.67 refunded to me because of NEGLIGENCE of the shop! There is more but can't fit.

  Business Response

  Date: 09/06/2023

  Please see attached.

  Customer Answer

  Date: 09/06/2023

  It looks like that I will have to contact my credit card provider and stop the payment for Sun Devil Automotive. They ripped me off for over $1500.00. Could someone please tell me that within a 10 month span I can have total front and rear brakes, rotors & calibers put on then to stop a noise, they claimed that they "just re-lubed the brakes"? I'm not a mechanic but that just doesn't seem correct? 

  Business Response

  Date: 09/12/2023

  Please see attached.

  Customer Answer

  Date: 09/14/2023

  If Sun Devil Automotive would have did the inspection, as their sign says they do" they would have seen that the brakes needed lubing! As a matter of fact, I have never heard of brakes needing lubing shortly after they were changed out. This is not fair on Sun Devil Auto part, they are trying to cover up something that "their' policy clearly states. I would very much so, like to have a refund of my $1516.67 for the work that could have been avoided if they did the inspection of the vehicle correctly!!

• Initial Complaint

  Date:11/09/2022

  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 brought my car to Sun Devil Auto on Wednesday, October 26th. I told them that my engine light kept flashing on and off and it felt like my car was going to stall. I had the same issue in May and Sun Devil Auto fixed it. Then I had a problem with my coils and fixed the one that needed to be replaced, so I figured it would be the same issue. They called me on Wednesday afternoon and let me know that after the inspection they found that another coil had gone bad and that my spark plugs needed to be replaced. I was given the option to have the other coils replaced or just replace the one that need to be fixed at the time. The manager informed me that it was not necessary to replace the other coils and that replacing the one should buy me another 5 months like replacing the first one did. I opted for the replacement of just the one bad coil to save money. I went to pick up my car Wednesday evening and paid $467 for the repairs. I got in my car and tried to start it and the battery light came on and started flashing with a ticking noise. I went back in to let them know what the issue was and was informed, try and drive it around first to see if I can make it home and then bring it back in the morning. I turned the car on again and tried to reverse it and the engine light came back on in addition to the battery and ticking noise. I left the car with them overnight and received a call the next morning stating that my alternator had gone bad and the other two coils now needed to be replaced in addition to the one they fixed yesterday. It was going to cost me another $1,100 to replace the alternator and other two coils. I asked why those things were not caught with the inspection they did just the day before. The service advisor told me that those things just happen. I believe the mechanic made a mistake and was not willing to be forthcoming about it. My car went to them with one problem and left with more after they fixed it. It all just does not seem right to me.

  Business Response

  Date: 11/16/2022

  November 16, 2022
  
  Better Business Bureau
  1010 ***************.
  *******, ** 85014
  
  RE: Complaint ID # ********
  ***************************************
  
  To Whom It May ********************************************************************************** We are refunding ************************ the balance she paid our facility of $461.75. This refund will be mailed to ************************ at ******************************************************** 85297.  ************************ should receive this refund check in **** business days.
              We thank you for your time and attention in this matter. If you should have any further questions or concerns, please contact ** directly.
  
  Sincerely,
  
  
  *********************************
  Market Director
  Sun Auto Service

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  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.

  On 2022/09/07 I took my Lexus IS350 to Sun Devil Auto at ********************************************* needed just a regular oil change, as I was making a road trip in 2 days. Apparently a vehicle inspection is included.I paid $71.80 the oil change, and upon driving away I saw the warning light indicating the hood was not closed. I had to pull over to close the hood of my car.Once home I looked under the hood and immediately saw 4 plastic screws just laying on the top cover near the oil filter. Clearly the mechanic also did not complete the task to replace these screws. However, it was obvious that there were 6 places that required screws, and only 4 were remaining as the others had obviously rolled off during driving. I then had to drive back to get the missing screws. I complained to the supervisor that the mechanic did not replace the screws or close the hood. He went to the back shop area and found some replacement screws. However, he was completely unapologetic, and dismissed my complaint with the remarks that People make mistakes and It happens. Then 2 days later as I was packing the car for my road trip, I noticed in the back trunk the small case with Lexus tools was removed, unzipped and just laying open in the back of the trunk. I immediately saw that the key to unlock the tire lug nuts was missing. Apparently the mechanic used the key for the free brake inspection, did not return this critical tool, and then just left the tool kit laying open in the trunk.I returned to the shop for a second time and I was very upset. I spoke with the same supervisor. I told him an important and expensive tool was not returned and explained the issue this would have caused if there was a problem with the tire during my road trip. He didnt say much and went into the back shop and returned with my property he found laying on the mechanics bench. I want a refund due to the inconvenience of returning twice to recover my missing property due to their employees carelessness.

  Business Response

  Date: 11/08/2022

  November 8, 2022
  
  Better Business Bureau
  1010 E. Missouri A.
  *******, ** 85014
  
  RE: Case ID ********
  *********************
  
  To Whom It May ********************************************************************************** We are in the process of issuing a refund to the customer listed on our invoice in this transaction. The check will be made payable to ************************* and will be mailed to the address on file in **** busine days.
              We thank you for your time and attention in this matter. If you should have any further questions or concerns, we ask that you contact ** directly.
  
  Sincerely,
  
  
  *********************************
  Market Director
  Sun Auto Service

  Customer Answer

  Date: 11/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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.

  I appreciate the professionalism and effort by the business to take prompt and *********** in response to my complaint.
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:11/02/2022

  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.

  In 6/2021 of last year my wife and I had Sun H333131****34303730H at *************************************************************************** replace the engine for $8439.95. We agreed to have to work done and paid for the service. We were given 3 free oil changes with the engine replacement so we scheduled those as well as any other service with the Sun H333131****34303730H location at **********************************************************************************************************************. Around 4/28/22 we noticed there was a large puddle of coolant under the vehicle while parked in the garage, and that the engine temp warning was on. We took the vehicle to Sun H333131****34303730H to have the vehicle inspected for the overheating issue. Sun H333131****34303730H said they couldn't find anything that would cause the issue we brought the vehicle in for, but they recommended a coolant flush, brakes and an oil change for $1535. They told us to contact them if the vehicle begins to overheat again. After about a month of no overheating, the vehicle suddenly overheated, blew out all the coolant and became inoperable. We had the vehicle towed to ******************* (**** *********, *******, ** *****) at a family members recommendation, as we no longer trusted Sun H333131****34303730H. ******* report indicated that the heater hose had not been reseated properly at it's last service, as well as a too dirty oil filter and an unsecured alternator. We towed the vehicle back to Sun H333131****34303730H to have the vehicle fixed and gave them the inspection report. After two days **** at Sun H333131****34303730H called me to tell me I needed to buy a new engine. He told me there was no possibility that they had caused the damage revealed in the other shops report. I requested to speak to his supervisor (**** the DM) and got the same result. He accused us of taking the vehicle to another shop that caused the damage. I asked him, if that where true then why wouldn't I be asking them to fix their mistake, to which he replied "I don't know". I just want Sun H333131****34303730H to fix the problems they caused so my wife can have her vehicle back and we can put this behind us.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  Better Business Bureau
  1010 ***************.
  *******, ** 85014
  
  RE: Case No. 18348264
  *******************************
  
  To Whom It May ****************** June 17, 2021, Mr. and ********************* brought in their 2015 ******* Santa Fe with ****** miles on it to Sun Devil Auto for overheating that resulted in the replacement of a used engine assembly. The work had a 12 month,or 12,000-mile warranty as stated on the invoice. On October 21, 2022, ******************* took their vehicle to ******* Auto Repair. The following statement was noted on their work order: ********************* got off work and noticed that the a/c wasnt blowing cold air and the vehicle was registering to be overheating. She drove to AutoZone and filled up the cooling system with about a gallon of coolant. She drove another 6 blocks, after adding to the system, and it died in flight. Mileage on Mr. and Mrs. ********* vehicle at this time was ****** miles
            First the vehicle would have overheated with a heater hose clamp off prior to ********************** ********************* Auto Repair work order, also, the customer admitted to driving the vehicle after it overheated, which is negligence on their part. Second the vehicle is past the warranty coverage term by ***** miles in mileage and 4 months past the 1-year warranty coverage term.
  Although we are sympathetic to Mr. ********* situation, we do not feel that we are responsible for the current condition of his vehicle since it is well out of the warranty coverage term. We thank you for your time and attention in this matter. If you should have any further questions or concerns,we ask that you contact us directly.
  Sincerely,
  
  *********************************
  Market Director
  Sun Auto Service

• Initial Complaint

  Date:05/07/2022

  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 took my vehicle to this location 2 weeks ago to get my alternator replaced (and oil changed). I had to leave my car overnight, and just after I got it back the rearview camera stopped working. I called Sun Devil Auto and was able to set an appointment 2 weeks later to get it fixed. I left the car there the entire day and it still wasn not fixed. It was only an hour or so before closing that the mechanic had a possible idea of the issue but would need further investigation. The reasoning behind this apparently is there was only one person who had the equipment and knowledge to do what I needed and he was only semi available the entire day. There was also mention of repairs being another $100 cost for this repair. This is all unacceptable and I will NOT be doing further business with Sun Devil Auto

  Business Response

  Date: 05/10/2022

  
  
  1830 ******************************.  Ste. 104
  *****, **  85284
  P: ************
  F: ************
  
  
  
  May 10, 2022
  
  Better Business Bureau
  1010 ***************.
  *******, ** 85014
  
  RE: Complaint ID# ********
  *******************************
  
  To Whom It May ********************************************************************** On April 25, 2022 **************** brought her 2014 **** Fusion into Sun Devil Auto for the replacement of an alternator assembly and an oil change service. A few days after the repair was performed, we were notified that Ms. ******* reverse camera was not functioning properly. Upon this notification we scheduled an initial inspection and performed a series of complimentary tests to attempt to pinpoint the source of the fault causing Ms. ******* reverse camera to malfunction.
            We found this malfunction to be completely unrelated to the repairs performed by Sun Devil Auto and in completely different circuits/systems. It was found that the malfunction is an intermittent fault in which the reverse camera will work at times and then randomly turn off. This is known to be a very common fault with this year/make/model vehicle. **** Motor Company highlights theses faults in a published Technical Service Bulletin, TSB number 19-7007. This TSB points to numerous different possibilities as to component failure including wiring issues, computer failures, software bugs and camera faults as well as multiple other potential causes. **************** was informed that we require more time to perform extensive test to diagnose the exact cause of the malfunction of the reverse camera on her vehicle. **************** was also informed that there would be additional costs to her associated with these tests and any subsequent needed repairs since this wasnt related to the prior repairs to her vehicle performed by Sun Devil Auto.
            We thank you for your time and attention in this matter. If you have any further questions or concerns in this matter, we ask that you contact us directly.
  
  Sincerely,
  
  
  ********** ******
  Market Director
  Sun Devil Auto