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:05/02/2025

  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.

  Went through the process of purchasing a used vehicle. **** loan was secured by dealer after credit was run. Paperwork was signed and dealer waited until the last second to inform me the vehicle would not pass inspection. They had already told me it did. I sold my car outright and now have no vehicle and a hit on my credit. They wanted me to still purchase but with no warranty. 100% horrible possibly illegal selling practice. I am out my insurance fee, money unpaid on a prior loan to sell other vehicle to purchase the one from ****.

  Business Response

  Date: 05/19/2025

  We have reached out via phone and have not heard back from the customer.

   

• Initial Complaint

  Date:04/19/2025

  Type:Customer Service 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 placed order beg of the week and just found out today that it will be cancelled, however I was told on phone before I placed order that parts are only a few days out and no issues. Now all of a sudden there a issue, when I called today at 11:30am I was told it being canceled because you are no longer accepting any new reparlink accounts, I pay cash when I pickup, this has never been a issue for anyone, I have a account with repairlink which means I dont need a separate account with you. I was then told it because you only service people in the ****** area only. Well thats discrimination because the platform is US wide and there are no provisions for demographics and considering I operate cross the entire *** a single point doesnt work witch is why I and WE use repair link, if my guys have a issues in ** I need a GA dealer and part, if they have a issue at the *************** office I need there, if there a issues in ******** or in ** I need parts there. All maintenance goes though Digital 1 regardless witch company side it is.There for telling me that my business is not welcome with you because the address is not in ****** is discrimination. If needed I can file this matter with the *** or we can resolve internally. The fact of the current situation I will be be calling the ***** helpline and reporting that the dealer REFUSES to provide services as requested and I HAVE A IDS account, PATS log-in, etc Ill be letting my **** know about this as well if needed.

  Customer Answer

  Date: 04/23/2025

  This has been resolved. you may cancel this.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My vehicle, 2012 Toyota Corolla, is not starting due to a factory recall on the vehicle - leaving me immobile and forced to rely on paid services to get around.I called Koch 33 Toyota on Tuesday March 17th to purchase new parts and to schedule an appointment to fix the vehicle, the gentleman working in the parts department set me up with an appointment for Wednesday March 26th stating that it would take a week to get the parts for the fix, which I was understanding of. Because of the factory recall issue my vehicle cannot be serviced at any other repair shop and I am forced to do business with them.I called on Tuesday March 25th around 5pm to confirm my appointment and the gentleman I spoke with that day stated my part was not ordered until yesterday Monday the 24th, but was sure to be delivered for my appointment Wednesday and that I would receive a text when my parts arrived.I took off work Wednessay awaiting the text for my parts so I can have my vehicle towed to their location and called 8am to confirm if my parts arrived, they did not. I waited further until 3pm and triee calling again and they stated that the parts for my vehicle were on back order and will arrive within the window of April 9th to April 21st. They did not call to let me know about this and I had to find out this information myself after multiple calls.**** ************************************************************************** pay full retail price for a loaner vehicle, even though their website clearly states:"We are striving to make this recall remedy easy and convenient, including emphasizing to vehicle owners that the repair is FREE and takes about an hour for most vehicles. To that end, we are offering alternate transportation during the repair, towing to the dealership, or vehicle pickup at no cost to the vehicle owner." at ******************************************************************* this to the BBB to help remedy my issue that I am currently having.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a new vehicle at Koch 33 Toyota October 2024. Toyota Land Cruiser , 1958 Model. Paid $60,000. On Jan 1/2025 I noticed the bumper was melting and driver side mirror was also melting. The dealership told me "sorry it's not covered under warranty due to its melting to external factors". I even spoke to the ** there and he told me its no difference if you were driving and got a flat tire. ( I couldn't believe that was his response) I called , ***************** which I believe is their corporate division. They also told me its not covered. But they were willing to do a good faith and replace the bumper and mirror. I said what happens when this happens in the future again, they said its on me. End of January early February is when they told me about the good faith, which the service hasn't been done yet. Due to the problem is growing. My grill is melting (noticed 02/2025) and other parts are also melting (noticed 03/2025). They told me the new items won't be covered because it was after the case was open. This is simply a product failure. It should be built to be outside. This started happening after only owning the vehicle for 2 months. It was also winter. **I have photos I can supply, but I can't upload on here due to size. Not sure if there is an email I can send to.

• Initial Complaint

  Date:01/09/2025

  Type:Order 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 purchased a 2017 **** Escape with a warranty through Koch33 **** in ******. The vehicle was in an accident and was totaled. I attempted to contact the dealership via phone many times to cancel my warranty and was unable to talk to the finance department or receive a call back. I called **** Protect and had them cancel my warranty on 9/18/2024. They told me that I need to contact the dealership to receive my refund and that the dealer should have received a dealer statement on 9/19/2024 with my VIN and name and told them how much I should be refunded for my premium maintenance contract. I have made many phone calls and sent many e-mails to the dealership since September and am getting very little help. I even e-mailed the manager twice and got no response. If I send an e-mail to the finance department, I sometimes get a response indicating that they are looking into it, but then nothing unless I follow up. I called **** Protect and they attempted to contact the dealership twice while I was on the phone. Neither the manager or the finance manager would take their call. I also opened a case with ****. They did send an e-mail to the manager on my behalf. I can provide more details including the dates that I called the dealership and e-mail correspondence.

  Customer Answer

  Date: 01/18/2025

  I have received payment.  This issue is resolved.

• Initial Complaint

  Date:07/05/2024

  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.

  Went to Koch 33 Toyota to buy a used truck. Have text transactions with the sales manager telling me to pick the truck up today, 7/5/24, that it would be cleaned and ready for me. My bank worked with their team to get all the information needed and have a check ready for them. Additionally, I had a plow frame on my current truck (trading in) that needed to be removed before the sale, I paid several hundred dollars to get that removed. I had the insurance transferred from truck to truck, had all the paperwork done and ready. The salesman called me this morning and told me never mind, they sold the truck to someone else. This is after numerous communications between me and the business about the sale to me. I called the sales manager and general manager who were both very unhelpful and told me tough luck, they weren't going to do anything for me. At the very least, I would like to be refunded for the amount of money I spent to have the plow frame removed from my truck as I would never have done that if they hadn't led me on that they were selling me a truck.

  Business Response

  Date: 07/19/2024

  We corresponded with *********************** regarding his concerns about a vehicle that was sold through the Koch 33 Ford store. There was a miscommunication fro the sales manager to the customer and the vehicle had been sold to a different customer. We apologized about the situation and recommended getting abother vehicle that would be suitable to the customer. *********************** agreed to be patient while we trade or buy a **** or ***** pickup  to his specifications.

• Initial Complaint

  Date:06/20/2024

  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 believe I was sold a vehicle with frame issues, rusted through hole. They are trying to tell me that surface rust can turn into a full blown hole in less than 2 years. I tried to resolve this issue with the dealership. They referred me to Toyota directly. Toyota opened a case but then referred me back to the dealership to work it out. I wanted my frame repaired or replaced. They refused to do anything. They tried to tell me that it couldn't be fixed and wanted to charge me $16k for a new frame. I took it to a rust repair specialist who said it is fixable and he estimated that the hole would have been there for 4-5 years. The dealership's solution was to trade my truck in and sell me a more expensive truck so that they can roll my negative equity into it. My payment would have been $1,100.00 which I can't afford nor would ever want to pay. I suggested they pay my repair bill to satisfy me and retain me as a customer, they still refused to help me in that matter. My salesman should have done a better job of educating me about "known" problems with this model of truck. Instead, they let me buy a rust bucket of truck only to try to sell me a new frame less than 2 years later. Zero sympathy from anyone I talked to. I also want a refund from the "service contract" they sold me. I recently learned that if I try to use this, they will tell you it doesn't apply because you signed an "As-Is" disclosure. I want a refund for the Pre Paid Maintenance as well, I do not ever want to go there again.2010 Toyota Tundra- Purchased 8/8/2022 Amount financed - $31,834.65 "Service Contract" - $3,195.00 (Refund)PrePaid Maintenance - $699.00 (Refund)Frame Repair - $1,500 (Reimburse)

  Business Response

  Date: 07/30/2024

  Koch 33 Toyota has been in consistent communication with *********** over the past 3 months. He has owned the vehicle for approximately ****** miles since his purchase on August 8, 2022. Pennsylvania roads do cause corrosion as a result of the road treatments and chemicals.These conditions were discussed with the customer and resulted from outside influence causing corosion issues to the frame of his 2010 Tundra.

  ************ had repairs to RTundra frame that was sold and documented "As Is" compliantly through PAA guidlelines. We have had several managers including myself in touch with ************ to work out any solutions. He declined a buy back option or a trade in option. He demanded to be reimbursed for a repair that he did to a 14 year vehicle that he purchased and drove for nearly 2 years. The vehicle is currently out of warranty with Toyota.

  At the time of purchase, the vehicle passed PA state safety requirements and all "As Is" disclosures we signed by ************.

  The customer is more than welcome to cancel any warranties or insurances that were purchased which would be prorated for time and miles as a refund. The funds would be sent to the bank as a credit against the balance owed once canceled. 

   

  Thank you,

   

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

  GM, Koch 33 Toyota

• Initial Complaint

  Date:06/18/2024

  Type:Customer Service 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.

  When I purchased my car I was told that I would have 6 maintenance appointments free of charge based on if I paid an extra $35-$40 per car which would last for the duration of my finance. I recently went for an appointment at ************* and was charged over $700.00 and that I went past my PRE-payment service calls because it was for two years......So, I only used two of them. They would not honor my PRE-payments. So, now, I am paying monthly for this service and do not have it with 3 years left on my car payments. This can is not fair and I can not see it being legal? Also, I asked to see a manager at the time......not one could help me after the women that worked their basically yelled at me in front of other customers and employees and said that you can not use your prepayments because the time has elapsed. I told their maintenance department supervisor and employee that assured me that someone would call me......and then I called and left messages on the finance managers phone (6 times) and NO one has called me back. I recently (this morning) spoke to their scheduling department for a recall appt., still no one has returned my call. I am very frustrated that I got hoodwinked by a major car company. Please help.

  Business Response

  Date: 07/15/2024

  We have tried reaching *************** on numerous occasions including two time today the 15th of July. Could you please advise what should happen next.

  Thanks ***********************,

• Initial Complaint

  Date:06/03/2024

  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 purchased a used vehicle ******* Forester 2015) June 2023. Within 7 months the vehicle started shutting off occasionally. My mom died in January so I didn't have a chance to follow up on it. Finally got it into the shop and was told it is a electrical/transmission problem. Last week, I went back to the dealer and was harassed by the service manager who tried to sell me other vehicles and didn't address my problem. Because I didn't purchase a three thousand dollar warranty to cover the lemon, the dealer now wants to charge me 190 to check the vehicle. I already got checked out by 2 other mechanics. The lights show it's a transmission problem. The Tow driver says it's electrical. Yet, the vehicle runs and shuts off.I found out through mechanic, vehicle model, within a certain year range, are know to have these electrical issues. We pointed that out, yet manager told me that was life, cars break.Basically told me I didn't get a $3000 warranty for the lemon, so that's my loss. They sold me a lemon, someone knows it, and they refused to help us out. Instead the manager was pushy, aggressive and rude. Also witnessed by my partner. Service Manager tried to sell me a ****** truck. Then gave me an estimate of ***** for my car trade-in, if I went that route. He didn't have the car yet, so he was preparing me so he could low-ball me later. Reminding me that the car was not looked at yet.When leaving, he chased us to car to try to convince me to purchase a ****** vehicle. Tow guy looks at it and says it's not a transmission problem.Wait what happened to the lemon you sold me, the real reason why I'm here. The vehicle finally died right before we had a chance to drive it there. When I told him and his salesman, at least twice, I was not interested in spending all that extra money...then had to hear about the interest rate and loan.

  Business Response

  Date: 07/10/2024

  Responding to the complaint that was received from the custumer, *****************************, regarding the 2015 ****** Forester. *** customer presented to us that the 2015 ****** Forester, vin #*****************, has mechical issues and needed to be looked at by our service center. *** vehicle was purchased "As is" per all the documented paperwork during the transaction on June 7, 2023 with ******* miles. *** customer had the vehicle for nearly 12 months and drove approximately 12,000-13,000 miles during that time. As a policy, all qualified vehicle purchases by customers are offered mechical breakdown vehicle service agreements. ***************************** declined to purchase the additional protection and signed off on the "As is" and "Prior use" disclosures at time of purchase. **** 33 fully discloses all mechical history to the customer.

  As a solution, the customer was offered to potentially trade or upgrade. *** customer declined. ***re seemed to be demands for **** 33 to fix the vehicle after a year of driving without any cost. We certainly would offer to reduce the cost of any repairs as a measure of "good will".

  All vehicle sales are compliant with full disclosure to our customers. 

  Please feel free to have the customer reach out to me for a solution to a reduced mechical repair.

  Thank you,

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

  General Manager

  Koch 33 Toyota

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

   

   

   

   

   

• Initial Complaint

  Date:06/01/2024

  Type:Sales and Advertising 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 bought a used PHEV (plug in hybrid electric vehicle) from them. I realized after the sale on the same day that I did not have a plug to plug in the vehicle and charge it. The car comes with one but it was missing. ******* the Sales manger looked me in the eye, shook my hand and said he would take care of it. I have heard nothing back and they pretend to not know what I'm talking about. The charging cable is Part Number: L1MZ10C830Z

  Customer Answer

  Date: 06/14/2024

  The dealership has provided me with the charging cable after receiving the complaint. This complaint can be closed as I am satisfied with the outcome. Thank you.