ComplaintsforMoss Bros. Toyota

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I want a refund for all add ons. I was told LoJack, alarm and ******* systems were already installed. Then I got a call from the ************ to schedule an appointment to have them installed. Also the car is a 2024, new cars get ***** miles free maintenance. I did not get this. I want financial compensation or that the Dealer honor the free maintenance.

  

  Business response

  04/17/2024

  ********************* per our conversation we will be refunding you the items that were not installed. Alarm for $695 and Paint protection for $895. It was pleasure speaking with you, please feel free to contact me for any reason. 
  
  
  *************************
  General Manager 
  ************ ext 7122

  Customer response

  04/18/2024

   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. 
  The GM has also said he would provide a second key as it only came with one. Id appreciate that very much.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of this was on 2/15/24. **** **** dealership attempted to charge $500 to my wifes card for someone elses payment. They did not reach out apologizing for the mistake after the fact, my wife had to email them asking what the charge was. Thats when ************************************* replied Im soooooooo sorry, I accidentally used your card info when trying to charge another customer. This is very shady and skeptical as the dealership shouldnt even have my wifes card info and there should be protocols in place to avoid something like this. After going to the dealership, they offered up no apology and said youre good dont worry.

  

  Business response

  02/19/2024

  ********************, we did have authorization from your wife to run her card every month for $100 till balance was paid in full. Our apologies for the mistake our accountant made, we did reach out to your wife to see if we can refund her any fees that were charge because the $500 did not clear her account. She never got back to us, please let us know if you have any fees charge and we will reimburse you that amount. Thank you
  
  
  You can reach out to me at any time

  
  *************************
  General Manager 
  ************
  ext 7122 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2021 Toyota Camry on 10/07/2023. I have been attempting to get ahold of someone in the ****************** For 2 months now. I have spoken to the receptionist ***** and she has sent an email over to the ****************** recently on 12/27/23. I have left voicemails and no call back. I had even asked to speak to a manager and no one answers my calls. Im told by ***** theyre busy. When purchasing the car my floor mats where to be free, several other times where suppose to be thrown in for purchase. The gentleman assisting with the papers was throwing in items rather than asking if would like to purchase them. When sitting there with other family members in the room he said oh I have to put it in there but the amount is removed and you are not charged. Looking at the contract it was charged. I would like them removed. In addition I was trying to add my son onto the account. Also my LoJack information was never sent to my email address and would like to have that changed. Spoke to ******* today 12/29/23 from LoJack and she advised *********** Toyota should already know how to correct that information and asked me to provide information to her so she can correct it. Miss **** has been giving me the run around. Never buying there again. I want someone higher or even Toyota VP themselves to call me so they can know how **** **** in Moreno Valley represents them. Thank you.

  

  Business response

  01/04/2024

  ******************* as per our conversation, we did get you the floor mats that you requested at the time of purchase. Also We are  going to refund the lender half the paint protection product and lo-***** Thank you for your business.  

   

  *************************

  General Manager

  Customer response

  01/12/2024

   I am rejecting this response because:
  I spoke to ************************* on 01/05 and we discussed and agreed on half on paint and fabric and the lo-***** Full refund on the alarm as they originally agreed at the time of purchase on 10/07 that it will be included at no cost.  I did inform ************** did not receive the lo-jack *********** after taking the vehicle in to be serviced on 11/17 to be updated by lo-***** I was suppose to receive a email 5 business days from purchase. I am currently still waiting to receive that email. ****** advised since it was Friday everyone was gone for the day and someone will contact me Monday, 01/08. No one has contacted me as of yet. I would like the adjustments we agreed upon in writing and for me to have a copy of that *********** before closing the BBB claim. Thank you. 
  
  

  

  Business response

  01/17/2024

  Good afternoon ****, as per our conversation we set and appointment for next week to take a look at the lo-**** and see why we cannot get it registered. see you next week.

   

  *************************

  General Manager

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2022 I replaced front and rear brake pads, resurface rotors, and performed brake flush. In (January 2023) the vehicle was returned with the brakes grinding and squeaking. Service advisor said rotors needed "another resurfacing cut" which was complete. The brake noise never went away and vehicle was returned two weeks later (Feb 2023). That visit I was told I needed brake shims and clips replaced. After going back and forth stating shims and clips are part of the brake job and asking why is wasn't done originally I was told the shims and clips do not come with factory brake pads and these were "updated parts." Less than a month later (March 2023) vehicle was returned with brakes still grinding I was told I needed NEW rotors! In May 2023, I returned with brakes now squeaky. Unfortunately that's what happens when you have been driving with new brake pads and shi**y rotors for months. Per service advisor, brake pads and rotors needed to be cleaned and deglazed. One month later (June 2023) vehicle was again returned as brakes continued to squeak. Per service advisor the brake pads and shims needed to be lubricated. From June-Sept the brakes continued to squeak but due to an accident where I broke my arm I could not drive to Toyota every few weeks to get the runaround. As soon as I was cleared to drive I returned the vehicle on 10/26/23 for service and extreme brake noise. Per service advisor, Service Manager, and Service Director there is no mechanical problems or defects with the brake pads and rotors and the noise is due to hard braking and the only remedy is NEW BRAKE PADS AND NEW ROTORS. I can't make this up if I tried! Spent WELL OVER $1,400 and SEVEN TRIPS INTO CORRECT a shi**y brake job to be told I need NEW BRAKE PADS and ROTORS? I gave Toyota SEVEN chances, lots of money, lots of hours to make this right and they have not. At last visit I requested the service history be reviewed at the highest level and this is where we're at.

  

  Business response

  11/28/2023

  ?
  Good afternoon ******, My apologies that you are going through this issue with your vehicle. I'am more than glad to assist you with this. I would love to set an appointment to get this resolve, Would you mind giving me a call at ************ ext 7122  to set an appointment and discuss this a little further 

   

  *************************

  General Manager - Moss Bros. Toyota

  Customer response

  12/04/2023

   I am rejecting this response because:
  I need more time to connect with the business. 
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2022 Toyota Corolla Hatchback with 19k miles from **** **** Toyota two days ago on September 17th, 2023. As I bought the vehicle my father and I briefly looked over the exterior to check for dents and scratches, but being that it was already dark outside, we were not able to see everything wrong. I drove straight home and parked it in my driveway away from curbs and danger. The next morning as I am taking pictures of my car in the sunlight, I notice a chip in the front drivers side rim and a slash or cut in the tire as well. I immediately call my car salesman, *****, along with sending him photos of said tire and rim. He instructed me through text to take it back to the dealership and they would see what they could do for me. I drove over an hour to the dealership expecting to get taken care of, but when I arrived it was a different situation. I met with ***** and he pointed me to the service department as he was helping another customer with a vehicle. Then an employee of the service center looked at the car, and told me that the car left their lot without the slash and that I must have been the one who did the damage.He also explained to me that it looked like there was front end damage on the drivers side fender. I then re-explained myself to the service technician that was talking to me and he told me to go back to the front of the dealership and talk to Rozzy or a manager. I then spoke to a manager who then directed me to another person who I then explained the situation and showed them the vehicle. They had me sit and wait for about 20 minutes until they came back saying that since I bought the car two days ago and did not notice it before signing, they were unable to help me and that if I wanted it fixed I would have to pay out of pocket. I asked for the manager and they told me he was unavailable and left me with a business card. I now worry that the car I bought was damaged or involved in an accident without being reported on the car fax.

  

  Business response

  09/22/2023

  Good Morning *******, My name is ************************* General Manager. After reviewing the pictures you sent *****, I will go ahead and replace the slashed tire.

  Customer response

  09/25/2023

   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.

  I will contact my Car salesman and schedule a time on my day off to replace my tire. 

  Thank You.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought in our 2018 Toyota Highlander to the dealer to had its tires balanced. However, an advisor told him that a part on the wheel needs replacing and it would cost us roughly $1000 to fix. Advisor failed to check that the vehicle is covered by Toyota Care, that's the first mistake, second, they ended up installing an after-market part to the vehicle. I went back to the dealer and inform them of their mistake, the advisor told me to submit all the paperworks to the warranty department, in which I know that does not happen to me with ******** Valley Toyota, I never have to lift a finger when it comes to warranty claim. Then a supervisor spoke to me about the issue, he informed me that I FAILED to inform them about said coverage. I told the SUPERVISOR named ****, that if they use the same system as ******** Valley Toyota, in which I know they do, coz every VIN can be checked within dealerships, that the warranty is said to be located in the tablets that the advisors use. The supervisor denies this, with the way he spoke to me, its as if, he was already dismissing every point that I am raising, and I felt that he is assuming that me and ******** Valley Toyota are both lying. For in fact, I was in ******** Valley Toyota when I was talking to him about the issue, and my own advisor showed me how to find the warranty on the tablet. I know I wasn't able to inform them about my warranty, but if the advisor has been quite diligent, he should have read the details of the vehicle on their system, considering I go to **** **** Toyota for its regular maintenance, which is in fact still part of the Toyota Care Warranty. They charged us $939.95 for an after market part on which a GENUINE part was supposed to be installed.

  

  Business response

  08/29/2023

  Good afternoon ******************, My name is ************************* General Manager here at Moss Bros. Toyota,  we apologize for the misunderstanding.  After speaking with the warranty company you will be getting a refund of $532.19 for the axle replacement .  If you have any further questions please feel to call me at ************ Ext. ****

• Initial Complaint

  03/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I never received my license plates and when I contacted the bussiness they kept referring me to the finance department who was either never there to pickup the phone or to leave a voice mail which I did. I keep getting pulled over for no plates [ I have paper plates that are ripped to hell since I have had the car since July 2022]. They've made no effort to help fix the problem. I love the car. It's a 2021 Toyota corolla but I'm tiredof getting tickets. At this point I'm frustrated and want them to give me the plates with the new years [2024] tags on them as it's the least they could do since it was on their end as to why I never got my plates in the first place. Toyota in Moreno Valley needs to do better.

  

  Business response

  03/30/2023

  Dear BBB,

  We have spoken with our customer and explained that the plates come directly from the DMV and how to reach them to request duplicate plates. She thanked us and said she would contact them and get this resolved.

   

  ****** ******

  General Manager

  Moss Bros. Toyota

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used 2019 toyota camry on 7/23/22. The paperwork was backdated to 7/21/22. I thought this is illegal? I received a call 10/7/22 from moss brothers toyota informing me that I needed to bring my car in so they could activate the factory alarm!! I knew nothing of this and have been using vehicle assuming the alarm worked!! I asked why I was not informed at purchase and also why would it be deactivated in the first place. She didn't know other that it takes about 4 hours to due!! I said I am not up to bring vehicle back to them due to health conditions. They are over an hour away. I had them deliver the vehicle when I bought it due to my health. I asked why I could not take it to my local toyota dealer and was told no. contract #******,,stock #*******,

  

  Business response

  10/12/2022

  Dear BBB,

  I would like Mr. ******* to call me so we can have his paperwork corrected, and to arrange with him to have his  vehicle picked up from him so we can install the alarm.

   

  ****** ******

  General Manager

  ***** ******** ext. ****

  Customer response

  10/18/2022

  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. I have contacted (talked) Mr ****** and he has not responded to a day or time to make repairs. I will keep calling him. Thanks *****

• Initial Complaint

  09/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was looking for a Prius prime 2022 XLE and I found out a price posted on Moss Bross website for 32,706. Here’s the link https://www.mossbrostoyotamorenovalley.com/new-inventory/index.htm?promotionId=63192be8fc08456d0a67c616&year=2022&make=Toyota&model=Prius%20Prime (See attached document. Screen shot of their advertised price) Then, I filled up their online application in order to proceed forward in the sale processing. Also I get a quote for finances and then I received email stating that “your price 32,706” see attached screenshot. When I got my appointment with the sale Manager on September, 24, 2022 with ****** ******* who asked one of his staff to handle the sale process. He offered me different price other than the price I had received through my email and over their website. The price was $10,000 over the advertised price and the price that I had received on my email address. See the attached supporting documents Dealership must honor the advertised price and must sell the vehicle at or below their advertised price. The practice of selling product over and above the quoted and asking price is a violation of the below mentioned laws. See attached screenshot of the dealership offer $42,701 The dealership violated Federal Laham Act, California Vehicle Code section 11713.1(e), and Section 260.04(b). Also there is a violation of Business and Professional Code Section 17200 and 17500. There is more complaintswill be formally filled and submitted with the Federal Trade Commission, CA Department of Motor vehicle, Riverside District Attorney, Consumer Protection Unit. I am kindly request that the dealership honor and respect the price that I received over my email and that price was used to calculate the finance rate through Moss Bros Website. Hope that the dealership resolvesthis matter within 7 days from the date of submitting this complaint. Civil penalties may cost a lot plus reputation might be severely affected. Thanks **** *****

  

  Business response

  10/03/2022

  Moss Bros. Toyota will honor that price once we have the vehicle available.

  
  

  ****** ******

  General Manager

  

  Business response

  10/03/2022

  Moss Bros. Toyota will honor that price once we have the vehicle available.

  
  

  ****** ******

  General Manager

  Customer response

  10/06/2022

   I am rejecting this response because: the vehicle was available on the day of my visit 
  
  
  

  Customer response

  10/06/2022

   I am rejecting this response because: the vehicle was available on the day of my visit 
  
  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On August 13th, 2022, I made an appointment to visit Moss Bros. Toyota located in Moreno Valley, CA. Inquiry was related to a new 2022 RAV4 LE, white. We saw that the vehicle had the MSRP pricing of $29,736 with additional 2,000 for wheels of some sort and **** mark up. In total the vehicle was selling for 45,000. 15,000 more than its MSRP pricing advertised on their website as well as kkb and edmunds fair market pricing. My main complaint is I was mislead on pricing, given the salesman Ronnie had shown me a breakdown of the markup as to why it was ***** (29,736 + 595 car accessories, 695 for alarm, 895 for EPP, 1295 for lo-jack, ~2000 for nitrogen added to wheels, etc) and they returned with an offer of 39,000 after running my credit. I'm only realizing now that they had me sign the contract on a large flat desk screen where only the signature portion was visible and the rest of the fine print detailing what i was signing was hiding behind the covid plexi-glass separating me from the finance manager. I never saw the screen showing me that said add-ons were tacked onto my pricing of 39,000. After I'm given my copy of the signed contract and i drive off the lot, I find that i was charged for everything that should have been included in the pricing except the wheels. Side note: they did offer to rewrite my contract and remove 595 car accessories, 695 for alarm, 895 for EPP, however, I should have never been charged for these in the first place given 39000 is over 130% LTV making it impossible to refinance like they recommended I should do and just be complacent with the "lowest" monthly payment of 618 for 84 months at 4.99% APR with 8500 down. 60,000 for a car only valued at 30,000. I feel the dealership should do the right thing and unwind the deal. At the very least, they need to not deceive buyers with breakdowns and charging as add-ons later on top of making reading the contract difficult and inaccessible until after it's set in stone.

  

  Business response

  08/25/2022

  Dear BBB:

  Moss Bros. Toyota has been working with Ms. ***, will have agreed to rescind her car deal and have an appointment to do so tomorrow.

   

  ****** ******

  General Manager

   

  Customer response

  08/30/2022

  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.

  
  

  Full refund has been received as of today. 

  
  

  Thanks for your help and to Moss Bros. for working with me once again.

*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. ↩