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Phone: (951) 486-9366 Fax: (951) 486-0195 27990 Eucalyptus Avenue, Moreno Valley, CA 92555
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A BBB Accredited Business since
BBB has determined that Moss Bros. Honda meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||11|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
DMV - Occupational Licensing Branch
PO Box 932342, Sacramento CA 94232
Phone Number: (916) 229-3127
The number is 65506.
Type of Entity
Business ManagementMr. Glenn L. Moss, President
Auto Dealers - New Cars
Service AreaThis business is an auto-dealership.
Alternate Business NamesMoss Bros Honda
27990 Eucalyptus Avenue
Moreno Valley, CA 92555 (951) 486-9366 Directions
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|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: They gave us a quote online and didn't honor it when we went to the dealership. I am shopping for a Honda HRV online and contacted **** Brothers Honda in Moreno Valley. I spoked to *******. stating that they have the car I wanted and quoted me for the price of the vehicle on the phone and sent me a confirmation for the price of the vehicle. We went to the dealership and this Internet Manager showed me the vehicle. When we went back inside the dealership I told home the price that was quoted to me by ******** And he was telling it's wrong. I showed him the email and he said he just made a mistake. I emailed ***** back and confirmed that the vehicle is available cause we will be going that the next day so I don't think it was a mistake. He excused himself and walk all over e place and finally came back to us stating that it was a mistake. He didn't even offer for us to seat down considering that I have my husband and two kids with me. He keep on saying that the price was not including the PDF fee, destination fee and other fee just to discourage us not to buy the vehicle. He took my phone and showed the email to the manager and they didn't even came out to apologized. Very Unprofessional!!!
Desired Settlement: Honor the price that they quoted.
Business Response: Initial Business Response /* (1000, 5, 2016/02/25) */ Contact Name and Title: ****** **** GM/VP Contact Phone: XXX-XXX-XXXX ex **** Contact Email: *****@mosssavings.com Mrs. ******, my name is ****** ****. I am the general manager at **** Bros Honda. I am sorry to hear you were not happy with your recent visit to **** Bros Honda and we were unable to earn your business. The price quote you were sent contained an arithmetic error, and the price you received was much different than our selling price. I do regret this was not caught earlier, before you visited our store. I would like to discuss the service you received while in our dealership and I would like to offer you my personal assistance in your car search. Please call me directly at XXX-XXX-XXXX ex ***** I look forward to speaking with you. Sincerely, ****** ****
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Complaint: Purchased a used vehicle a month ago. Dealer charged me additional $6000 in additional fees that I was not aware of . I purchased a used car vehicle 2013 Honda Civic from **** Honda on November 11, 2015 in the evening hours. Upon signing the sales contract the salesperson talked very fast and did not clearly go over the different pages of the contract since it was on his computer located on the other side of the desk. He would just asked me for my computerized signature, but I was not able to read what I was signing. That same night I sat to read the hard copy of the contract and realized I was charged an additional $6000 for gap insurance, service maintenance insurance, cloth protection, and alarm. I never wanted these services. I went to the dealer the next day and the salesperson told me that they would remove the charges . They filled out a form and stated that they would submit it to the bank. I called the bank, Wells Fargo Bank Account number XXXXXXXXXX on several occasions and they finally told me that the dealer never reported cancellation of such services. The bank said I have to go back to the dealer and speak to them about these charges. I went back yesterday, December 13, 2015 and the floor manager rudely told me that he could not cancel anything and used foul language. I do not understand English very well, but do understand the conversation I had on November 11, 2015. This vehicle is a used car. In addition to the extra $6000 they sales price of the vehicle ended up being more that the sticker price on the vehicle. I spoke to the general manager in person today, December 14, 2015. He indicated that he would try to cancel the gap insurance and portfolio maintenance insurance only if I accept the charges for the alarm and fabric protection. I told him that I was not satisfied with this because I requested a cancellation of all the services the next day of signing the agreement and that his sales associate did a poor job explaining the contract and rushed me through the signature pages. He indicated he could not do anything and kept trying to convince me to keep the gap insurance and portfolio. He stated he could give me a discount on all four, but would not be willing to cancel. He told me he had already ordered the part for the alarm. The car already has an alarm since it is used, I really don't understand what he was talking about. He stated he would set up an appointment for me to come in tomorrow to get the fabric protected and only then would he see about canceling the portfolio and gap insurance, I believe this is coercion and would like someone to assist me in this matter.
Desired Settlement: I would like the portfolio service fee, gap insurance, fabric and alarm fees to be refunded or deducted from the term of my loan.
Business Response: Initial Business Response /* (1000, 6, 2015/12/15) */ Contact Name and Title: ****** **** GM/VP Contact Phone: XXX-XXX-XXXX ex **** Contact Email: *****@mosssavings.com ******, thank you for coming to see me last night. As per our discussion the Gap and Extended Service Contract have been canceled, the refund will take a few more weeks to reflect on the balance with Wells Fargo. After speaking with you it was my understanding that you wanted the Alarm and Paint and Fabric and we would install it today. These are not normally items that can be canceled, but I would be willing to cancel these items, and send the refund to the bank along with the Gap and Extended Service Contract refunds. Please let me know if this will satisfy your request. Sincerely ****************************************************** Initial Consumer Rebuttal /* (2000, 8, 2015/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response from Jayson **** at **** Honda where he indicates that he will provide cancellation of the Gap Insurance, Extended Service Contract, Alarm, and Paint and Fabric. I am requesting that a new purchase sale contract be provided reflecting the deduction of these fees. As such, the monthly payment should be reduced. I would like him to provided a copy of the cancellation of the four items in question and a new purchase sale contract via BBB. Thank you, ****** ********** Final Consumer Response /* (3000, 33, 2016/02/08) */ To date, Wells Fargo has confirmed that they never received any refund check from **** and that my account will not be credited for the amount The General Manager at **** agreed to. Where is the refund check? Where is the proof that it was sent. Several months have passed *** out of good faith I have been waiting patiently. I am running out of patience. Final Business Response /* (4000, 35, 2016/02/08) */ Mr. ********** we show that the the checks for all of your cancellations have been cashed by Wells Fargo. We are unable to request account information on your behave from Well Fargo due to privacy laws. You will need to call Wells Fargo directly to discuss this matter. If there is anything else I can do to assist, please feel free to call me at XXX-XXX-XXXX ex ***** ****** ****
Problems with Product/Service
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Complaint: Cancellation of extended warranty requested over a month ago and **** Bros has not responded. I bought a 2016 Honda Odyssey at the dealer with the extended warranty on 11/27/15. Mr. ***** ****** was the selling agent. I emailed Mr. ***** ****** on the same day, requested to cancel the extended warranty. Mr. ****** emailed me back the next day, stating he would forward my written request to the Finance Manager, Mr. **** ******** I emailed Mr. ******* again on 12/14/15, asking him to please let me know if my request has been processed. Per the contract, I have 60 days to cancel the extended warranty for a full refund. I have fulfilled the requirement by sent in a written request with all required info. My husband spoke with Mr. ***** ****** couple times. The last time he spoke to Mr. ****** was 12/16/15. To this date, I haven't heard from Mr. ******** I'm asking for a full refund of $2,000.00. Your help is trully appreciated.
Desired Settlement: We want to cancel the extended warranty contract. Please issue a full refund of $2,000 either by credit it back to our credit card.
Business Response: Initial Business Response /* (1000, 9, 2016/01/26) */ ******, thank you for speaking with me today. Per our conversation the cancellation of your Extended Service Contract is being processed and the refund will be sent to the lien holder, Honda Financial. If you want to change your deductible to a $0, please let me know and I can fix that for you also. Thank you, ********************************
Problems with Product/Service
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Complaint: have a honda oddessey 2013 had a rotation made that ended with a scratch rim but also bad alignment Had my Honda oddessey in for the normal oil change about a month a go had also a concern for alignment, was told that with a rotation an alignment would take care of the problem and could take another 30,000 miles out of my front tires, i went and did what they recommended for me to do, a week later still had a concern on the alignment and since i didn't want to wait, had my wife take in and told her to let them know at the dealer that she only wanted the alignment to be checked. This was done on a friday, next day on saturday i visually checked the van and come to find out that the dealer re rotated the tires that they had just advice me to rotate so that i could get more life of the tires and which they charge me a week prior to my wife take it in not only that since they mess with the alignment my 2013 oddessey drives and feels crapy nothing of what i expected from a brand new car that i bought from them, my complaint not only ends there they have also scratch one of my rims and its not so much the rim but the integrity that they had not to let us know that they had scratch my rim.... other thing is that they claim to do this multi point inspection but yet they fail to catch a rear brake light to be out, something as simple as that should of been catch if they would have done what they claim they do on every visit that we take the car in for oil change. I strongly believe that they are neglecting the multi point inspection and are not inspecting anything on the cars at all. I have put all my trust on them and i have completely lost all of that with them, they should be letting me know what needs to be done before i start having bigger issues with my cars. now i have a bad alignment bad tires and scratch rim who know what else they have done to my car that i can't see under the hood. very disapointed to know that i have always owned hondas and that **** BRos is making me lose all the faith on the honda brand........
Desired Settlement: what i would like to be done is to get my alignment fixed, my tires replaced by new ones and the rim that they have scratched also to be replaced, i would like to feel when i drive my van that is still somewhat new since it only has 27,000 miles and would also like for them to do a full multi detail inspection of my oddessey and to be presented to me in paper so that i can rest in peace that my oddessey is in good and safe condition to be driven by my family. And if theres is any major repairs because they neglected to inspect on time to be repair and left as new like the car i bought from them.
Business Response: Initial Business Response /* (1000, 5, 2015/05/19) */ Contact Name and Title: ***** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *******@MOSSSAVINGS.COM CUSTOMER CALLED US THIS MORNING PLEASE CALL ME TO DISCUSS Final Business Response /* (1000, 8, 2015/05/20) */ Mr. ********, thank you for bringing these concerns to our attention. We are happy to assist in performing a new alignment, replacing two tires, repairing the one scratched rim, and performing a complete multi-point inspection. I want to apologize for any inconvenience this may have caused you and I hope that we can earn back your business and restore your faith in the Honda brand and in **** Bros
Problems with Product/Service
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Complaint: Sales practice may be illegal. I purchased a new Honda Pilot Ex 2014 from Moss Bros Honda the agreed to a verbal price 17850.00 with the head manager not including taxes and licensing. I was told and shown this vehicle was being sold to me at $1000.00 under invoice so i thought, great deal..After taxes, licensing and warranties it price out at approx 26,000. I gave my 7000 down payment signed the papers. 6 months later i wanted to make a substantial payment towards paying down the vehicle. After going over the contract i noticed that the $26k owed did not subtract my $7k down payment...i want to know exactly how this was done so it will not happen to me or anyone else.
Desired Settlement: I am seeking the $7000.00 deposit..
Business Response: Initial Business Response /* (1000, 5, 2015/02/27) */ ******, thank you for reaching out. My name is ****** **** and I am the GM at **** Bros Honda. I show all documentation and the contract (dated 4/24/14), which you signed and initialed, reflecting a selling price of $27,995. After all extras, taxes and fees your total price was $32,354.95. You financed $25,354.95 after your down payment of $7,000. The MSRP of this 2014 Pilot EX was $32,750. You did receive a substantial discount, but I show nothing relating to a price of $17,850. I would be happy to address any concerns with you regarding your purchase from last April. Please call me directly at XXX-XXX-XXXX ex ***** I hope to talk with you again so we may shed some light on this. Sincerely, ****** ****
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Complaint: This company was called one to two months ago and TOLD that advertising was not wanted. Assured that we would not receive further mailings, we let it go. Again today, 11-25-14, we received another mailing. This is harassment and we want it to stop. We are sick of advertisers who refuse to STOP upon request.
Desired Settlement: DesiredSettlementID: Not applicable STOP ALL ADVERTISING. They have had two months to resolve this issue.
Business Response: Initial Business Response /* (1000, 5, 2014/12/01) */ Contact Name and Title: ****** **** GM/VP Contact Phone: XXX-XXX-XXXX ex***** Contact Email: *****@mosssavings.com *****, I appologize for this inconvenience, as I was assured you had been removed from our advertising list. I understand you were busy today when I called. I would like to know what mailer you received, this way I can back track which mail house it came from, and correct this. Please call me directly at XXX-XXX-XXXX ex **** when you get a moment. Thank You, ****** **** Initial Consumer Rebuttal /* (2000, 7, 2014/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Problems with Product/Service
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Complaint: Car was returned with hazed window visors, holograms in the paint, and a damaged cv joint. Warranty repair paint work. Repair order numbers I have in hand are: 527302 and 624100. Car was returned 5/15/2014. Car has holograms from a bad detail job after paint repair. I have pictures of the car prior to having my paint done and there is a big difference to how it was sent back. An inexperienced person did the detail job when the paint was complete, before the car was returned to me. The paintwork looks horrible compared to how I left it. I have pictures before hand that show no holograms. The paint is damaged. Also the car was returned with a damaged cv joint. I was never given any official paperwork but the one I have shows mileage in as 75454 and mileage out as 75457. I know my car was driven by somebody to the moss paint shop in San Bernadino and it was abused. My third gear is now rough and the cv joint is damaged while there are no ripped boots. I may even have powertrain warranty still from how many days my car spend at dealerships.
Desired Settlement: Correctly detail my vehicle like the day it went in for paint. Replace my window visor accessories or discount them at least for the way they were left. The car was definitely abused during the time it was in the hands of moss, I have no ripped boots on any of my axles, and now my third gear is rough once again.
Business Response: Initial Business Response /* (1000, 5, 2014/06/23) */ Good morning this is ***** ****** Service and Parts Director at **** Bros Honda. I received your concerns regarding your car. I would like to start by apologizing that your recent visit with us was not satisfactory. I would like to go over your detail, axle and transmission concerns. I would like to inspect the car with you. Please let me know when is best for you, so we can set up an appointment. You can call me directly at XXX-XXX-XXXX ex ***** Thank You, ***** ******
Problems with Product/Service
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Complaint: over pricing vehicles. I purchased a 2010 Mercedes C300 in 2012 and in January I went to trade in the vehicle at the same dealership that I purchased it from because I needed to upgrade due to expanding family, I purchased the vehicle for $26,000 not including financing, tax, and tags. I recently went to upgrade and was told the vehicle was only worth $11,000. I inquired why and they stated due the vehicle was in an accident so it brought the price down, and I explained the them that the accident did not happen while I had the vehicle, when they looked at the Car Fax it showed the accident was before I purchased it but they did not disclose that information to me. They knew this in advance before selling the vehicle and when I asked about the salesman (****** ****** that sold us the car they stated he was no longer with the company.
Desired Settlement: I request that the company readjust the sales price and refund me the difference, that the car was truly valued at when they sold me the car. Now I'm stuck with a car with over $10,000 negative equity only after 1 year of purchasing the vehicle, or give me a decent price for my Trade-in so I can afford an upgrade without so much negative equity.
Business Response: Initial Business Response /* (1000, 5, 2014/02/11) */ ****** - Hi my name is ****** ****, and I am the General Manager at **** Bros Honda. I am sorry that we were not able to help you with a purchase last month. Sometimes trying to trade in a car after one year can be difficult. The fees are paid upfront and the majority of the interest is also paid early in the loan. This can make it difficult to trade as the principle balance is only slightly reduced.. I did review your deal and I show that a Carfax report was provided to you. The Carfax report indicated the vehicle had previously been in an accident and it was signed by you at the time of purchase. I know you need a different vehicle for you and your family. I would like to help you personally and review your options. Please contact me directly at XXX-XXX-XXXX ex ***** Feel free to call me anytime, and we can set up an appointment to meet. Thank You. Sincerely, - ****** ****
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Complaint: Auto trade in and negative equity. Car wheels changed. On Oct 22nd I went into the Moss Bros Honda dealership to see if I could trade in my 2002 Honda Civic along with paying off a loan I had on it as well. My Honda in very good condition with 35,710 mi on it. The saleslady ****** ****** was gracious and helpful so I filled out an application around 1:30 pm and didn't leave until almost closing. I told Mrs ****** I had bad credit. When I almost left a Blue car was shown to me, we drove it around the block. Back and the show room Sales Mgr ******* ****** congratulates me on my purchase. Ushered by another Sales Mgr I am led to where my contract is and I begin signing but not realizing I was given virtually nothing for my trade in although car fax gave it a good rate and the loan was added to my contract as well. My car payment is exorbitant and when I asked for a lower amount I'm told my bad credit caused the high interest rate and payment schedule. Then there is the matter of my car wheels I feel certain was changed during one of my visits for maint. The Finance Mgr **** *********** assured me the contract did not need to be changed and the car wheels were not replaced. I now have no confidence in the business ethics at Moss Bros as a direct result of the decision made by the FTC. The car I bought was a 2012 Chevy Cruze Lt with 46,493. mi on it for $ 15,224.00. The contractual agreement or loan exceeds the equity in the car which is illegal in addition to asking me for a downpayment of $ 1,000.00
Desired Settlement: First, I want my old car trade in amount raised and the loan rewritten so that my car payments are lowered and the original wheels put back on my car. Then give me back the $ 1,000.00 I paid.
Business Response: Initial Business Response /* (1000, 5, 2014/01/14) */ ********, First, thank you for your business and I hope we can resolve your complaints. Please know that I have personally reviewed your contract, trade terms and finance terms. Your trade-in pay-off was $2,795.14 and we paid you $2,800 thus no negative equity existed or was carried over to your contract. In fact, it showed a positive equity position of $4.86. All financial terms including down payment and interest rate are consistent with your credit scores and criteria and was approved by the lending institution. Upon further review, I see that you still have an outstanding balance owed to Moss Bros. Honda in the amount of $600 and your most recent check to us in the amount of $400 was returned by the bank for insufficient funds. I have also investigated the issue regarding your wheels. I am positive that they were not replaced during your service visit. I have interviewed my service employees and service manager and am confident that the sames wheels that were on the car at purchase are the same ones on your vehicle post service appointment. ********, please contact me directly at XXX-XXX-XXXX ***** to discuss these concerns further and to establish payment for the amount due. Thank you. Sincerely, ****** **** Final Consumer Response /* (2000, 13, 2014/01/22) */ I said no only because my response might not be read. I did take ************* invitation to sit down with him in person. So on Jan 21, 2014 I met with him and the Service Manager. But before I saw him I visited the Finance Manager, ***************** who provided a very in depth comprehensive explanation of my contract using a mocked version of one. By doing that I was able to see line by line what happen the day I traded in my Honda Civic and purchased the Chevy Cruze. It opened my eyes and provided an invaluable lesson I never knew even when I purchased my Honda Civic. I even had the contract from the old Honda Civic with me. **** escorted me to another office to meet ****** Moss. Expecting to see a much older person I was pleasantly surprised to meet ******. As I stated earlier the Service Manager was with him. In similiar fashion he provided more information about my contract with most of it being semantics **** shared with me leaving me very pleased. I found I was mistaken in my thought that my contract had negative equity, and I was also mistaken in my belief the wheels on my car had been changed when ****** showed me a picture of my car the day it was sold to me. It had the same wheels on my car that is on it today. Another important lesson I learned was any concerns or questions about a car purchase should be made either during the signing or during the 3 days allowed at best 30 days because after that the contract become the property of the bank making it impossible to make corrections or changes. I also often wondered why the salesperson doesn't handle all of a cars sale? After what I learned today, due to the complexity of the financial end of it sales personnel would never go home. There is a reason Moss Bros has been in business for 90 years and I found out why today. Thank you ****** Moss not only for the time and patience you and **** spent with me but for being the "people," person you and the entire staff at Moss Bros are. Final Business Response /* (4000, 9, 2014/01/17) */ ********- The vehicle you traded in was reviewed by our professional appraiser. The value of your trade is on your contract and you agreed to it at the time of sale. Furthermore, we service tens of thousands of vehicles per year, and never once have we had any issue with wheels being changed during a service visit. After investigating your claim, I am confident that the wheels on your vehicle where not changed. If you have any evidence to show otherwise I would be happy to sit with you and review it. I do thank you for correcting the checking error in December, I show it cleared our bank. We did deposit the final check for $200 on Jan 16th. This does settle the total owed of $1000 with **** Bros Honda. ********, you are our customer, and I see that you are unhappy. After 90+ years in business, this company continues to thrive because of its customer service. I would like the opportunity to sit with you and review your concerns, I think together we can resolve any issues you may have. I do thank you for your business and look forward to meeting with you. Sincerely, ****** ****