Complaints

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:01/03/2025

  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 tried to purchase a vehicle from Nucar Toyota ( Boch ) and salesman told us we needed a deposit. I went home and brought back $5000 in cash . The next day the deal fell through and salesman ****** ****** told me to pick up our trade ins which we left and we did @ that time I asked about deposit and was told couldnt pick up check it had to be mailed .Now its a week later and no check or car ( salesman tells me it may take awhile because of holiday ) This shouldnt have happened @ time desk fell through they should have had a check ready when I picked up my vehicles.This us unacceptable and they should be punished ( not legal )

  

  Business Response

  Date: 01/04/2025

  The customer was offered to pick up the check at the dealership when it would be ready from our corporate office at the time of cancelation !   She refused and gave us a different address to mail the check. She was also suppose to call us with her credit card Number so we could refund her the $299 that was also put on her credit card. she has yet to contact us with her CC number to process  that refund, The check was cut and is in process to be mailed. We do not hold customers deposits, so for this customer to be stating that she was not offered to pick up the check is a blatant lie !!!!!!!!!!!  When she finally decides to call and give me her CC number I will process the $299 as well... my direct contact is 

  **** Franco 

  General Manager 

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

• Initial Complaint

  Date:05/15/2024

  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 bought a 2012 ****** Impreza from Boch Toyota of ***************, now called Nucar Toyota in February 2023. It had approximately ******* miles. I was told the car had to have an inspection before I could purchase since the dealership just received the car. I've attached the back page of the inspection report, dated 7.10.2023 and 2.19.2024. Reports were good, except for the need of 4 tires. 5.13.2024, I brought the car into Nucar Toyota *************** because the exhaust was making a terrible rattling noise. I've attached the proposed work/invoice from that inspection. I was told the muffler and pipe were tampered with/welded to try and mask the issue. We did not have anyone do anything to the car other than the dealership. In 3 months from all green, no issues, to exhaust failure, rusted and cracked muffler and exhaust pipe. I understand the car is over 12 years old and has over ******* miles on it, however, this diagnosis and quote seems shady to me. This dealership was responsible to inspect the vehicle before it could be sold. If there was an issue with the exhaust, or any type of welding, cracks or leaks, wouldn't the dealer relay that information on the report? We should've been notified of the findings. February 2024 to May 2024 they are telling me that the car needs $4000 in repairs/parts. The dealer saw nothing in February? Unlikely.

  Customer Answer

  Date: 05/26/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 05/28/2024

  The vehicle was sold sold with 117k on it... It was safety checked and passed state inspection back in Jan 23, the customer drove the car for a year and came back in Feb 2024 for another state inspection.. The car passed and a new inspection sticker was put on the car... now  in may 2024 , the car was brought back into our service ***** for an Exhaust issue. It was loud. We diagnosed the issues and quoted her on replacing the exhaust system. She authorized the repair, signed for it and then paid in full at time of pick up.. Unfortunately vehicles do breakdown and its is unfortunate. The vehicle had a 30 day warranty from date of purchase in Jan 2023.. unfortunately there is nothing that we can do at this time.

  ********************;

  General Manager 

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not resolve my issues and/or concerns in reference to complaint # ********. 
  

  I understand the dealerships position. The explanation given here on this platform is the same one I received inside the dealership while waiting for the work to be done. However, the dealership did not include the welding that was done to the exhaust system before I purchased the vehicle. There was a crack in the piping from someone trying to fix the problem. The dealer never told me that there was a welding attempt to cover, fix and hide the bigger problem. This information should have been disclosed to me before I purchased the vehicle. This repair was not under warranty, therefore I had to pay $3900.00 to be fixed. Its apparent to me the dealer knew the problems but certified the vehicle anyway without notifying me. Yes, it ran fine when I purchased the vehicle, however, knowing that there was botched welding work to the exhaust that tried to hide the problems is devious. The vehicle should have been repaired before being sold and the customer should have been notified. 

  
  Regards,

  ****

   

   

• Initial Complaint

  Date:12/15/2023

  Type:Product 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.

  This tactic and misleading advertisement of every Toyota Dealership advertising these Fuel Injectors as a set; misleads the purchaser into believing that, a 4 cylinder owner would be receiving a set of four injectors!What we get delivered to us instead is one, (1) injector! I feel it is an intentional scam to make money off customers, who returns the misleading item. Then, The Toyota Parts Managers then take a large fee for restocking in my case:$171.17-cost for the set.$144.40-credited to my account after I paid for the one., (1) item return shipping.$26.77-retained by Boch Toyota South Parts Manager-as part of what I feel is a profit scam!

  

  Business Response

  Date: 12/15/2023

  The customer was already refunded $144.40 , he was charged a return fee of $16.04  and $10.73 shipping cost.. the total he paid was $171.17 , so not sure why he now wants another full refund. of $171.17. I have attached a screen shot from my website which it clearly shows that included in this item is only  (1 injector ) not 4  . If he has any other questions, he can call me directly 

  Thank You 

  ********************;

  ************** 

  GM 

• Initial Complaint

  Date:11/02/2023

  Type:Product 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.

  Business ghosted me when they promised that they would readdress a refund issue a month after 4/13. I tried to contact them multiple times in June but they still would not answer. I am trying to get a refund or cost adjustment for a product that I did not use at all. And I bought that product because I was misled by another Toyota dealership that I needed that car part that I bought. But in reality I didn't need it after I got a second opinion. I am asking for a refund of $744.44 or some portion of it back to me.

  

  Business Response

  Date: 11/03/2023

  Hello,   Please provide me with your telephone information, so i  can have my parts department reach out to you... I presume you purchased this part online as, you are in ********** and we are in Mass. I am not  sure what  part you ordered , as some parts ( special order ) are not returnable per Toyota Motor Sales ,  but eithier way we will try to help you 

  Thanks 

  John  ***********;

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

  GM 

• Initial Complaint

  Date:10/09/2023

  Type:Sales and Advertising 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 bought a Toyota ****** from boch Toyota ********* and they never offered me the **** finance rate that was advertised on national TV and social media. They said that the best they can do is 9 95. They then told me that they would issue me a check for the difference if I deleted my first review which was a bad complaint like this one. I called them 9 times in a month and never got a phone call back. They never sent the money.

  

  Business Response

  Date: 10/11/2023

  The customer has the option to refinance his vehicle with any bank that he can obtain a lower  interest rate if he chooses too, There is no pre payment penalty on any *********  He was offered this  option back on August 25 2023 by my GSM ( *******************************) , but would, bot commit to coming back  to resign , he purchased this Tacoma on 8/9/23, unfortunately  now that window has passed. 

  Thanks 

  ********************;

  GM 

• Initial Complaint

  Date:09/07/2023

  Type:Delivery 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.

  At least four times this year I have received unwanted robocalls from this company, and I have called back multiple times and specifically requested to have my information removed and be placed on a do not call list, but the robocalls keep coming

  

  Business Response

  Date: 09/07/2023

  I have requested our I T ************** to put his info  into the do not call list 

  ********************;

  Customer Answer

  Date: 09/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/11/2022

  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 purchased a vehicle 4/19/22 from Both Toyota South. I purchased Tire and Wheel Protection in the amount of $1,402.00. I decided in September to cancel this policy, and received a refund quote from the tire and wheel protection company of $1,195.07 that would 1.) go towards the loan amount due or 2.) sent via check from the bank to me. On September 27th, I spoke with ****************** from finance at Boch Toyota South, and signed a Tire and Wheel Protection Cancellation policy that he was going to to submit to the Tire and ************************* Drivant, that day. During the week of 10/30 + 11/8 with no response, I notified finance at Both Toyota South of the vehicle being traded in, and what the process would be and when I would receive my refund check. I reached out to them three separate times with no response. I spoke with ******* today, and they informed me the dealer, nor *******, submitted my cancellation and request for refund. I had to forward the cancellation form to them directly after 6-8 weeks of waiting for a refund I was due. I spoke with the tire and wheel protection company, and they mentioned to me to request this process be expedited by the dealer. I spoke with ********************, Sales Manager at Boch Toyota South today, Friday, November 11th, at 3:56PM EST. He looked into the situation and stated that ****************** never submitted the form. This has caused a needed process to be unnecessarily prolonged, complicated and very time consuming. The vehicle the *** is attached to is being traded into another dealer. I should not have to wait 6-8, as contractually promised. Toyota financial and Drivant informed me that Where this is a Toyota dealership, the dealership can write a check in that amount, and Toyota keep the *** refunded difference to expedite this process where the loan is being paid off through Toyota Financial. I would like my refund check sent directly to my residence ASAP, in the amount of $1,195.07.

  

  Business Response

  Date: 11/14/2022

  Hello ****,  I spoke to ****** and he said that he has been in contact with you to get this resolved.. Please when you have the PS emailed over, can you also cc me on the email, so I can follow through on this refund for you 

  Thanks 

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

  GM 

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

  ************ 

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for your response. We can consider this case settled once I have check in hand. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 11/16/2022

  Hello ****,    I am not sure I understand your response in BBB, I received your email and processed a check to you and responded back to you via email  ? 

  Please feel free to reach out to me directly if you have any other concerns 

  Thanks 

  ****

  ************ 

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my complaint. 
  

  As stated, this matter will not be closed or considered resolve until I have the check in hand. You mentioned you mailed it out 2 days ago, but I have yet to receive it. Being in *************, I should have received it by now. 

  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:10/07/2022

  Type:Product 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 purchased a 2022 Toyota Tacoma in January/February of this year (2022) from Boch Toyota south. The sales person had informed me that if I wanted remote start it would be an additional package at an extra cost of $899 to have an aftermarket remote starter kit installed. I agreed to pay the $899 to have the remote starter installed. About 2 months after the purchase date, I had read online about other owners of the same vehicle model and year whose trucks had the capability of remote start from factory/standard. I expressed this with the dealership, but they assured me that the car did not come with remote start as standard. I decided to get some second opinions about this and asked other Toyota dealerships about the Tacoma having remote start as standard and they had assured me that it does in fact have remote start as standard and that I should call corporate Toyota regarding this and have them confirm. After many calls back and forth with Toyota corporate they had determined that the aftermarket remote starter is inhibiting the function of the factory remote start function. I then contacted Boch Toyota south to have the aftermarket remote starter removed and receive a refund of $899 + interest paid. Once they had removed the remote starter and confirmed the factory remote starter was now functional on 6-24-22, I was informed that a check for the refund would be sent to either my home address or the lien holder (Toyota financial services) and be deducted from my loan. After several months I had still not received anything regarding the check or refund. At this time, I began contacting Boch Toyota south regarding this to find out when and where the check was sent, after many unsuccessful phone calls and online question submissions over the past several months, I have been continually ignored and pushed aside with no resolution to the situation. This has gotten to point where I am now forced to submit a Better Business Bureau complaint to help have this resolved.

  Customer Answer

  Date: 10/20/2022

  I have not heard from the business in response to my complaint. I have made countless attempts to resolve this matter with Boch Toyota south located in ***************, ** and was forced to submit a complaint against them and still have not received anything from them. My overall experience with Boch Toyota south has been nothing but horrible and i would never recommend them to anyone.

  

  Business Response

  Date: 10/21/2022

  We are sending out a check to the customer for $899 +$100 , I reached out to **** via phone and email this morning , letting him know that I will personally follow up on this and make sure this gets handled 

  ********************;

  GM