ComplaintsforGosch Toyota

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 11th 2023, I bought a Prius LE from Gosch Toyota. Never did they indicate that they added the $6000 markup. Instead of a $29K car at MSRP, it's now $35K. There was no dealer's window sticker on the car itself for the markup, only the manufacturer window sticker of $29K. The selling price were at the bottom of the 45-pages of paperwork. Initially had them to take the car back the next day, two weeks later, and a month later. Contacted several sales managers, in addition to the owner's son, Patrick Gosch at the Hyundai store with no resolution due to California's no cooling-off law and that the financing went through Toyota Financial Services. Also asked to pay back the markup that they never mentioned or getting either a Camry Hybrid that I originally came for or a Crown sedan. We originally started negotiating on the Crown sedan on the same day I took home the Prius, but the banks did not approve it, unless I have a co-signer or $12K down for the $47K MSRP. Still no resolution to this day. Paid them a down payment of $2500. With the car, the markup and the extras to include the extended warranty, pre-paid maintenance services, tire/wheel protection, and TheftPatrol GPS tracking owing around $45K.

  Business response

  07/10/2023

  Mr. ****** signed a form at the time of purchase stating that he acknowledges that the addendum was clearly displayed on the vehicle and that he agreed to the terms and the addendum.  I have personally discussed this matter with Mr. ****** and as Mr. ****** stated, he also spoke with one of the owners who denied his requests.  Attached is the documentation which supports my statement.

  Customer response

  07/14/2023

   I am rejecting this response because: The dealer's window sticker never was on the car itself, only the manufacturer's (factory) sticker. There was no mention of any markup on this vehicle.  
  
  

  Business response

  07/15/2023

  All new vehicles have the addendum placed on the vehicle before they ever reach the lot. It is a process that has been in place for years, and again, Mr ****** signed the document previously attached that acknowledges that fact. 

  Customer response

  07/18/2023

   I am rejecting this response because: there was never a dealer sticker on the car itself. Only the manufacturer sticker was on it. The addendum never mentioned about the markup.
  
  
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from gosch toyota in Hemet CA on 2/18/23. It was a 2016 Honda Pilot. The total transaction was $29,004.83, financed through capital one. Two weeks after I purchased the vehicle I called Toyota and told them the car said keyless start problem, they instructed me to come in and they changed the battery on the key fob and said that usually fixes the problem. The next day the same issue occured and I called them and spoke to ***** the sales manager and let him know i needed the car checked out, but that i worked mon - fri and would need a saturday appointment. He told me to come in that saturday. When i went in ***** was not there and instead i spoke to a different “manager” he said they would be taking the car down to honda and i would be given a rental (thats what ***** and i agreed upon). I told that manager that the transmission felt like it was jerking and i would like for them to check that out as well and his response was “yeah yeah its a warranty issue they will check everything.” When my car was returned i saw they fixed a recall and the keyless start problem but nothing was mentioned about the transmission. On the week of May 8th, I called and let them know that my transmission was jerking alot and needed it to get checked out before my 90 day warranty was over.I also let them know the entertainment system and info screen kept restarting itself. Long story short since im running out of room, I got an appointment then was told to go to honda, got an appointment at honda for 5/17/23, they said there was a code on my transmission and would contaxt extra care warranty but in order for the screen diagnostic someone had to pay for it. I asked Toyota to pay since the car was under warranty and they refused to do so over and over again and then said my car was never certified and that my warranty wasnt 90 days. I am requesting for them to reimburse me for diagnostic and discount the car for all of the issues and inconveniences.

  Business response

  06/12/2023

  After speaking with a representative from the Honda service, I have confirmed that the transmission has been covered under warranty and is okay to proceed.  For the antenna diagnosis, there is a fee, however the according to the advisor at Honda, no money has been paid out of pocket by Ms. ****** and she will not have to pay if they find that is in fact a warranty issue (why is she seeking reimbursement if no monies have been exchanged).  If the problem with the antenna is not covered under warranty, I am happy to discuss the matter with Ms. ****** and will work towards finding a solution.

  Customer response

  06/12/2023

   I am rejecting this response because: In order to proceed to diagnose the issue with the dvd and the info screen, either myself or toyota must agree to pay for diagnostic fee which i requested toyota to do since i was under warranty (90 days, which they then said was a 30 day warranty) prior to my extra care warranty. I requested for toyota to pay for said diagnostic fee on multiple occasions, speaking to three different managers. **** (service), ***** (sales), and ***** (sales). All who denied my request. Toyota may reread my complaint if there is any confusion on their part. ***** even went as far as telling me “good thing im smart enough to get the extended warranty” 
  
  
  

  Business response

  06/16/2023

  Please go ahead and authorize the diagnostic.  There is a 99% chance that the claim is accepted is this resolved without anyone having to come out of pocket.  In the event that  the claim is not accepted, we will cover 1 diagnostic as courtesy this one time only.

  Customer response

  06/19/2023

   I am rejecting this response because: i would still like compensation on the vehicle for wasting my time and calling off of work for vehicle inconveniences. It doesnt change the fact that you sold me a car with a transmission code and disconnected antenna on top of other issues. The transmission was just one issue. I am asking for a compensation on the total of the car.
  
  
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband called gosh auto group left a message someone was supposed to return a call and make an appointment for an oil change in the service department 2 1/2 days later no one contacts us so I called the lady name Yvette and customer service does not know how to Pull up customer information pull up the car information tells you you need to speak to someone else no assistance at all no managers available no assistant manager is available she cannot do anything regarding to customer service she is in the wrong department she needs to be retrained very unprofessional on gosh auto group we purchased two cars from there and cannot get service ridiculous this needs to be addressed!!! And gosh want you to give them good reviews this is not a good review this has not been a good experience with this company very sad and to think we wanted to purchase another car not from this dealership.

  Business response

  04/22/2023

  Good morning,
  

  Thank you for taking the time to reach out to us with this concern. Here at Gosch Toyota we strive to provide an exceptional experience for all of our Guest.
  

  The provided guest information did not pull up any current or past vehicles here at Gosch Toyota and a larger search found the guest reaching out has a Chevrolet vehicle that is serviced at another location under the contact information of Mr. ********* ***** ###-###-####.
  

  I spoke with Mr. ***** this morning and confirmed that the store has already resolved his concerns from last week and set up his service appointment. He also stated the complaint filed was not intended for Gosch Toyota and thanked us for reaching out.
  

  Please let me know if you need anything else to close and remove this guest concern from our location.

  
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was damaged in the service department. Only option was to return the vehicle and have the same company that carelessly damaged it repair the issues Unfortunately that won’t work since the dealership damaged my vehicle There has to be another option than having the dealership save money on my damaged vehicle

  Business response

  03/06/2023

  We have reached an agreement with the customer and he is completely satisfied.  This matter is now resolved.

  Customer response

  03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to purchase a vehicle from Gosch Toyota. It is a Rav4 4T3B6RFV9N*****89 listed at $32,027. I called the dealership and asked about the vehicle and price. After speaking with sales rep I was referred to sales manager Sonny who told me the advertised price was wrong and the cat was being sold for MSRP approximately $4,000 more. After further debate and returned calls he informed me they would not do business with me after I demanded the vehicle to be sold as advertised. https://www.google.com/local/dealership/2*********333**3270/cars/4T3B6RFV9N*****89

  Business response

  12/05/2022

  We sincerely apologize for the pricing error that was displayed.  As soon as we were made of aware of the error, we contacted our outside marketing firm, Front Runner Digitial (FRD) and the price was quickly corrected.  FRD sent us a letter of retraction that was promptly posted around the dealership.  In matters such as these, the California Supreme Court has ruled on these matters in favor of the dealerships and set the precedent in Donovan vs. RRL Corporation, S082570.  Chief Justice ****** M. ****** wrote the following in his majority statement,  “No consumer reasonably can expect 100% accuracy in each and every price appearing in countless automobile advertisements listing numerous vehicles for sale."  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While negotiating the deal for a used car. On 4/26/22 I was given a list of options I could add on. I asked for gap insurance and said no I don't not want any other options added to my payment no GPS deals no free tires no maintenance package. I made it clear. The sales manager said he understood. When we start talking numbers I could not understand why the payment would be as high as he was asking. It didn't add up to me. He acted like I didn't understand apr and said the bank had to make some money and that's where the extra money is going. I almost left, he did lower the payment a few times again saying this is with the gap. The gap was all that we talked about after I waived the other options everything was how about this with the gap. I want to make it clear thar I only agreed to gap the paper I signed for the deal was a price and gap written on it. He told me I would see a charge for around 3k on the contract. That was the finance cost he said. Don't worry about that he said. Then I went to sign papers for the car. When it got to the GPS page the man said sign this one for the GPS that was already in the car so I did why not I didn't buy the plan.. after all is said and done I was lied to, the 3295 bucks was for the options. 1k for gap 2295 for GPS and a 5 year plan. I never agreed to it. I said I don't want it. It was never added on the table while talking it was never brought up again. After I said no. He lied to me over and over again. My payment should be 39 dollars less a month then it is. He hid the charges as said it was the price of the car. He lied about what it would be on the contract. To my face over and over just lies. The paper I signed saying I would pay this price is not binding if you misrepresented the price I didn't buy what they sold me. The car was supposed to havr a alignment done before I left also. What a shock they didn't do it

  Business response

  04/29/2022

  We have contacted the customer and he will be in on Tuesday, 5/5 to discuss the matter.  We will work toward resolving the customer's complaint.

  Customer response

  05/03/2022

  Better Business Bureau:
  
  I was contacted by ***** from the dealership who immediately wanted me to come in and speak with him. I was unable to for about a week but went in today. I was surprised at the level of professionalism and service I got today. It was pleasant and after speaking with ***** we found a more then fair way to solve my problem witch was only caused by miss communication in the first place by the sales manager who helped me the first time. I am very happy with how we ended and would absolutely vist them again. I should have reached out to them first I know that now after seeing how reasonable they are.  Had a great visit with them today. Again very happy with results. And thank you to everyone involved. Ask for ***** he is a great guy.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for them to work on with Rodent damage on 10/08/2021... as I knew my transmission was not working properly. .. when I got the estimate back , the rodent damage was about 600.00 but they wanted all this other work done and I declined .. it took two weeks for me to get the car back... and I picked it up on the 10/22/2021..My insurance paid and I had to pay my deductible of $200.00 .. I had the car home now for 4 days .. drove it a little bit .. come Tuesday the 26th immediately it started with the same problem .. I called the rep and he asked for me to bring back and look at it again.. they are now telling me the damage the rodents did in 4 days will now cost $3500 and is new damage . When you look at the photos .. there is NO WAY the mice can be so creative to chew through the wires the way Gosch Toyota is saying .. they are saying that the rodents knew exactly where to chew and chew off and about 10 inches of wire ... this is rediculous and shady .. they are being crooks to my insurance company and if they did their job right in the first place .. there is NO WAY this much damage happened .. please help in this situation .. I have been studying the photos taken .. I will need a rental as my ins will cover but Toyota needs to fix this situation immediately and pay for my rental The first photo is the first damage, the second photo is what they are saying happened in four days

  Business response

  11/02/2021

  Good afternoon,

  
  

  Thank you for reaching out to us to resolve this concern. 

  
  

  I spoke with Ms. ***** ****** this morning in regards to the concerns she had about her vehicle including the details of the visit on 10/8/2021 and her current visit on 10/26/2021. Her primary concern was the short amount of time it took for the amount of damage that occurred after she left. She opened another insurance claim with USAA and shared that they see this often with their members.  Based on the pictures and estimate provided to USAA Insurance they determined the rodent damage would be covered under her insurance claim and  Ms. ****** authorised us to continue on with repairing the vehicle.  I asked what we could do to help in this matter and she requested to review the pictures that were taken and the date and time stamps of them.  I agreed that we could review those details when she came in to pick up the vehicle.  Her other concern was how long the vehicle would be in the shop and I told her that it should be done by 11/3/2021. Ms. ****** was happy with the results of our conversation and ended the call. 

  
  

  If there are any additional questions or concerns please reach out ***** ***** at c*****@goschmail.com or ###-###-####

  
  

*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. ↩