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:11/28/2023

  Type:Product 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 10/21/23 I purchased a 2023 RAV4 Hybrid at Boch Toyota *******. I was assisted by a salesperson named *****. At financial office I questioned a charge labeled "dealership-installed extras for $300," specifically inquiring about the nature of these extras.The response was unexpected - the charge was for wheel locks, a simple accessory that I knew to be priced at $40 in the very same dealership. When I got home I inspected my new car and discovered that those wheel locks were not installed.After contacting ***** and sending pictures of the tires, it became evident that the wheel locks were never installed.Despite living 50 miles away, I offered a compromise: I would collect the locks during my next visit to the area and install them myself. A meeting was arranged, and although ***** was unavailable, the sales manager, *******************, stepped in. Opting for a refund instead, I was assured that a request would be sent to the financial department and I would receive a check within 10 days. Upon receiving the check, it reflected a meager amount of $22, not the promised $300. I reached out to *****, who assured me that the remaining refund would arrive later that week. Regrettably, this never materialized.Repeated calls to ***** yielded no resolution, as he consistently asked for more time. So, the dealership had only refunded the original price of the locks, not the amount I had paid, I emphasize that I am *********** the full $300 refund.

  Business Response

  Date: 12/04/2023

  Hello **********************, 

  I apologize that you have not received the refund as of yet. 

  I will have accounting process this for you right away. If you would like to, please email me at ****************** and I can send you a copy of the check for your records, as well as confirm when it goes out in the mail. 

  I would like to clarify that the other refund you did receive was unrelated to this, that was for an overpayment. 

   

  Thank you for reaching out

  Customer Answer

  Date: 12/08/2023

  [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:09/26/2023

  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 purchased a 2019 Buick Encore 3/29/2023 the sales rep and sales manager *** knew I was in a crunch to purchase a car for a new job. On 6/13/23 a "Action Required- Idle Engine Overheating" message appeared on my dashboard, I panicked and went into a gas station, called Boch Toyota and forced to leave the car there until they towed it the next day. After weeks of "service" and driving a rental, paying approx. $700.00, frustrating conversations with Sales and Service managers *** and ************************. The car was supposedly fixed, I expressed to Sales manager; *** that I did not want the car and didn't feel safe, he decreased the value of the car significantly by 5k, and because there were no realistic cars available for me to transfer into I paid the $700.00. On 7/7/23 the same message appeared on the dashboard I brought the car back for service, went through the cycle of car rental etc. They did some repairs, only for the car to have the same "Action Required- Idle Engine Overheating", on 8/25/23 but this time the car started smoking while I was on my way to a concert in concert parking traffic, I paid for a tow, missed my concert and was stressed and embarrassed. The next day brought the car back to service, drove a rental for 2 1/2 weeks. I picked the car up on 9/19/23 only for a "Check Engine" light to pop up on the dashboard on 9/22/23. I brought the car back to Boch Toyota of ******* and I am now in another rental waiting for repair. I tried speaking to **** one of the Sales manager again on 9/19/23 because like I expressed in June I did not trust or want the car. He was rude and unhelpful as his partner *** and now GMC-***************** manager is looking at the car. The car was overpriced and faulty from the start and had *** done the right thing when I brought the car back I would have saved a lot of money, aggravation, resources and most importantly time. I was in unsafe situations because of Boch Toyota- *******, I was scammed with an overpriced car.

  Business Response

  Date: 09/29/2023

  Hello Colisha, 

  We are sorry to hear that you are having trouble with the vehicle you purchased from ** in March. From my understanding we have offered to buy back the vehicle on multiple occasions. We would still gladly like to offer this option to you for to buy back the vehicle for $17,000, or if you would rather, we can offer you $19,000 as a trade in for another vehicle. Either option will be the final offer in this case, and we would be more than happy to help you along the way with either choice. Please let us know what you would like to move forward with, thank you.

  Customer Answer

  Date: 10/08/2023

  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. 

  I have been in contact with the dealership and there are no vehicles available for a trade, I went to the dealership on Friday 10/6/23, and discussed a vehicle that will not be finalized until Tuesday 10/10/23. 10 days was not enough time to make a decision, especially when there were no comparable, available vehicles at the dealership. All this could have been avoided if the offer the dealership made after I reported them to BBB was offered at the beginning of this journey in June, instead, I was treated poorly and offered 15k for a trade-in. My car was recently serviced and the was a turbo engine which cost was under warranty. The car has had engine issues from the start and I paid almost $700.00 which I feel should be reimbursed. I also paid 5k as a down payment which I am not getting back and my credit will need to be run again in order for a trade. Ultimately I am forced to take the trade offer of 19k but want to be reimbursed the cost I paid for repair and a down payment of 5k to go towards a trade, if there are no available vehicles, the 5k should be added to the 17k buyout. It's sad that the dealership did this to me and gave me an ultimatum/final offer when I have been trying to resolve this since June, with multiple calls and visits to the dealership. 

• Initial Complaint

  Date:09/11/2023

  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.

  We live in ******** ** I am a senior citizen living on SS, my husband still works, we were looking for a vehicle we finally found two at Boch toyota *******, this started around Sept 1st. I was contacted by *************************** from Boch Toyota that the vehicles would be there I explained we were coming from ******** ** going into ******* **** please have them there, he said if not they will let us know, then I was contacted by *************************** also of Boch toyota checking to see if we were still coming I asked are the vehicles going to be there, yes he said I have a trail of emails to confirm that, then the Friday nite before we were to go there which would have been Saturday the 9th we get a call from a ****** confirming we will be there Saturday the 9th I asked are the Vehicles there we want to see yes, come Saturday when we drive to ******* **** from ******** ** we were greeted by a *******, so thats 4 people we spoke to about the vehicles, well you guessed it the manager came over said someone dropped the ball they can not find either vehicle, unacceptable, we were taken for fools and I do not want them to do this to anyone else, all we got was a ok when my husband said we were leaving.

  Business Response

  Date: 09/15/2023

  Hello *****, 

  Thank you for reaching out. We would like to apologize for the inconvenience this caused to you and your husband. We completely understand the frustration that was caused by the communication error that occurred. We would like to make this up to you by mailing a gas gift card to help reimburse the traveling time. If you wouldn't mind emailing or calling me at ******************* or **************, that way I can make sure all information is accurate before sending and can assure you receive it. Thank you, and again we are sorry for the inconvenience. 

• Initial Complaint

  Date:03/20/2023

  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.

  I am opening this complaint as Boch failed to find and repair 2 nails in a tire that required repair and charge us $22 for fix it. My son first looked at the car for me on 2/7 after it was sent from their ** location to the MA location. He could not purchase it that day as they forgot to send the title. He had to go back on 2/10 and purchase the car. We also purchase the extended warranty.They could not fill the gas tank, which is something nice they do as a courtesy, because there was some kind of problem with the gas pump. My son returned again on 2/13 to have the gas tank filled with the low tire pressure light issue. The filled the gas tanks and the tire. He was not there very long so we doubt very much that the tire was inspected, just filled. The same tire was low again on 3/10. This time when he brought it back, they found and fixed 2 nails. They also gave him the registration they forgot to give him originally.It is extremely unlikely the original low tire and the same low tire were not a pre-existing condition they should have found and fixed before the car was purchases and/or when we first brought the car back with the low tire pressure indicator. They offered to replace the car. All we are asking is for the $22 charge be returned. I thanked them for their offer and request a reply regarding the $22 dollars and never got a response. I asked for an update and still no response, so I am force to open a BBB request.Id like them to refund us the $22 Email trail is attached (From:/To: names changed to CUSTOMER and BOCH as per ******************** recommendations)

  Customer Answer

  Date: 03/31/2023

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

  Business Response

  Date: 04/03/2023

  Thank you for reaching out ***. I apologize that you and your son have faced some inconveniences with the tire. We can absolutely refund you the $22 charge. When you are available, please have your son or yourself reach out to our customer relations manager, *******************************, and she can get that processed for you properly. 

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business which is to refund my money, that 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:02/17/2023

  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.

  Went in to buy a used truck, in the negotiation I negotiated 13k trade in for my current vehicle and to ensure that two keys came with my new used truck.I signed a document saying deal today if both of those options are met. (13k trade in 2 keys, deal today) on feb 13 2023.After paying for the truck in full and waiting a few hours to come back to pick it up I was informed upon pick up that the truck only came with one key. The dealership even though signing a document that the deal is being made under certain circumstances will not cut me a new key and want to charge me more money for it. Two copies were made and Im attaching one of the copies I took home.

  Business Response

  Date: 03/06/2023

  Thank you ***** for reaching out with your concern. I appreciate you sharing this document with us. Due to the circumstances, I will gladly offer to have the second key made. Our customer relations manager will be reaching out to you with the next steps to completing this. Thank you again for reaching out, and for your business. If you need anything further, please do not hesitate to contact us.

• Initial Complaint

  Date:12/21/2022

  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 bought a new Toyota Corolla 2022 car in October. The finance guy acted cozy and we had a good conversation but at the same time this is his purpose of getting me distracted and tacking on additional services (extended warranty and *** contract) without me even realizing it. I didn't know that he tried to sell me these services because he never mentioned about the price/cost and quickly tells me to sign here and there. Even if it is my fault for being careless or being tricked, I should be able to receive a full refund easily according to the service contract. I cancelled it within the timeframe for a full refund. Where is my refund for my *** insurance $850???I called the *** insurance company and they said a refund check was mailed out on 11/21 to the Boch finance **** which in return they should mail the refund check out to my car leinholder so I can see the deduction on my finance statement. I called and emailed the finance **** manger Mdaoud many times. No response at ALL.

  Business Response

  Date: 12/27/2022

  Hello Tsi, 

  After speaking with our General Sales Manager, we have been told that the copy of your check was sent to you for your records, and was mailed out to Toyota ********* Services over a week ago. It can take up to 14 business days for the check to be received, at that point it will be in Toyota ********* Services hands to place it towards your account. Please follow up with them after the 14 business days for an update on when it will be seen towards your account. If there are any further issues, please do not hesitate to reach out. 

• Initial Complaint

  Date:11/22/2022

  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.

  On February 7th, 2022, I made a $500 deposito preorder a new car. The sales **** ****************** went over the bill, and I have evidence that I was quoted MSRP price.. Unfortunately, when the car arrived, I was charged a $2,000 "market adjustment" I was NOT made aware of. So I cancelled the sale. They "forgot" to refund my $400, so I came in twice to request they do it, and they said they would. However, I then received a text saying that the refund was not successful.I did lose my credit card and received a replacement so have a new number, but was told both by my bank and online, this should not cause any issues with refunds.Please refund my $500 deposit, made on February 7th, 2022, as you've told me you would do.Thank you,******************* ************ *******************

  Business Response

  Date: 11/22/2022

  Hello ****, 

  Thank you for bringing this to our attention. I have spoken to our GSM, *****, who has stated he has since been in contact with you with apologies for what has occurred, and has since had your money refunded. Accounting has stated your check will be out in the mail and you should receive this soon. If you need anything further, please don't hesitate to reach out.