Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle about a year ago, to which I am still waiting on a roof replacement as promised by the dealership before purchasing as the roof was falling. After so many phonecalls, texts and visits to the dealership I have been given false promises of this issue being repaired again a month later no one has contacted me to help me resolve this issue. I have been wasting my time in coming in to the dealership and no one has been able to help me this has just been revolving lies between the managers.

  

  Business response

  01/22/2025

  I ****** ******, GM of Moss Bros. Toyota, spoke to the customer and they did not buy it from our ********************** store. 
  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 8, 2024 at ************* Toyota of *******************, I was pressured into a sale I felt uncomfortable with because a Salesperson from the office is being offensive, unbecoming, harassing, and has insulted my intelligence.Not only did he over price the vehicles **** from ****** to ****** he could not explain why or add enough numbers to equal his amount. With simple mathematics, I calculated the appropriate fees and taxes off the **** and it was below his gross amount. To his embarrassment he wanted to see my figures and reached over to grab my phone. Add to the fact that I am a married woman, he insulted my intelligence and the fact that I am married by stating, What is he going to do for you? in an offensive manner. He was unbecoming and no one in the office space calmed him down or excused his ongoing behavior.Only after I defended myself and stepped towards the exit door did staff and "owner" come to apologize and make another attempt to make a deal with me. I was given no names of individuals that were offensive, misleading, and no accountability for miscalculating figures. In the end, I felt the need to close the deal because my nerves were shook, I was rattled, and I felt that was the only way to leave.I went home, called **** *********** number from their webpage, and attempted to get someone to give names but no one was willing to give that information and I do not want to go there in person again because it was an insulting and a terrifying experience. No matter how many apologies were given, they let that salesperson/ finance specialist demean me in a public space for a sales commission. There is no price that can be paid for the embarrassment I endured during the process of the sale. Ultimately, the vehicle was overpriced. I want to refinance this deal the appropriate way with family members present so I do not have to feel pressured by the **** Bros staff to stay and make a deal.

  

  Business response

  08/14/2024

  Hello ***************, My name is ************************* General Manager here at ************* Toyota. I 'am so sorry that you feel that way, the company has been around for ************************** customer service.  ** care about our customers and we are pleased to provide excellent customer service. Please feel free for you and your family to come in and we can sit down and further discuss your concerns. Thank you for your business. 
  

  *************************
  General Manager 
  Moss Bros. Toyota
  *******************
  

  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 10, 2024 I went to ************* Toyota in ******************* to buy a new car. The salesman showed me a 2024 Camry SE and a 2024 Rav 4. I bought the Camry. July 3, 2024 I took my Camry to **** **** for maintenance. Buried on the last page of the service order it said the warranty was amended to 12 months because it was a USED car! The warranty for new Toyotas is 36 months. The salesman told me my new Camry had a ***** mile warranty. When the finance person went over the contract he projected it on the desktop and directed my attention to only certain points, never pointing out the car was USED. The majority of pages he showed me were signature pages. I see now the contract says USED but on the table top the contract was greatly enlarged so that where it says USED is much farther away from my name and address which he pointed out and I was asked to verify. HE never pointed out or mentioned it was USED. There is a page declaring the car is USED but I do not recall seeing it at signing. **** **** even sent me a brochure dated 04/23/04 congratulating me on the purchase of my new car! I think the warranty surprise was planned. I think the dealer wanted to get rid of the car, the salesman seemed ****** anxious to sell it. I was dealt with dishonestly and **** **** should make it right.

  

  Business response

  07/23/2024

  *********************, My name is ************************* General Manager here at ************* Toyota. I want to start by Thanking you for your Business. After reviewing your concerns, ********************* you do not have a 12 month warranty. You purchased a 2024 Camry that was previously registered and you did sign multiple forms declaring that is was previously registered. With that being said, you get all the benefits of a new car which is 3 year or 36k mile Limited warranty, 5 year or 60k miles  POWERTRAIN  warranty and 2 year or 25k mile complimentary maintenance (Toyota Care) all starting the date of 03/29/2024. ********************* I hope this helps, we've been around 100 years and strive on customer service. If you have any further questions please do not hesitate to call me or stop by so I can further assist.  Thank you!
  
  
  ************************;
  ************
  ext 7122 

  Customer response

  07/23/2024

   I am rejecting this response because:
  First off I only had 2 choices, accept or reject. I have two questions. What does the 36,000 mile/ 3 year LIMITED warranty cover? Is it the same as all other new Toyotas? The statement: why did the service order state the warranty was amended to 12 months? I have that documentation. Also I did not buy the car March 29, 2024. I bought it April 10, 2024. I have documentation to prove it. The warranty should start April 10, 2034. I still think your staff is dishonest. The salesman wouldnt let me see or drive the Camry LE, which is what I went there to buy. I think it was because he was trying to get rid of the *** I shouldve walked out. You might want to tell your salesmen not to say they treat female customers like their mom was buying a car. really? That wasnt my experience at all. I did NOT have a good experience. Ive NEVER had problems in the car buying process before. Though Im inclined to accept the 3 yr/***** mile warranty, I doubt Ill ever buy a car from **** **** again. Especially since the car is making a growling noise which wasnt there when I bought it. Im hoping its not a lemon. You didnt mention what I had asked for: a refund or truly NEW car. Like I said Im inclined to accept the ***** mi/3 yr limited warranty once I find out what it is. Your finance guy and your salesman were not examples of honesty. Please note attachments. Okay, let me know the answer to my questions so I can decide. Thank you.
  
  

  

  Business response

  07/25/2024

  *********************, thank you for getting back to me. 3/36k mile LIMITED warranty comes with your vehicle like every new camry and yes its the same warranty from factory like every new car. Like I menetioned, the 2024 Camry you purchased was previoulsy regisetred but it has all the benefits of a brand new vehicle.  I could look into your documeantation and further explain, but your vehicle does NOT have a 12 month warranty it has 3/36k mile LIMTED warranty and 5/60k powertrain warranty all from factory.  Also March 29, 2024 is the start of your warranty since the car was previously registered,it is not the purchase date. *********************, I would love to set an appoitment for you to bring in your car to our service department to get that noise checked out. Please tell what day and time works best for you so I can accomdate you. Again Thank you for your business. 
  
  

  Customer response

  07/25/2024

   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. However I want it in writing that I have the ***** mile/3 year warranty, please. I dont understand how my car could be registered before I bought it. .??? I did take my car in for the noise; the mechanic said he didnt hear it. Its actually pretty loud. But yes, I need to take it back. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dropped off my Toyota Highlander 21 on June 26, 24 for transmission issues was informed the extended warranty through **** **** would cover it was never given a deductible amount or any other information on June 27. I was informed there was a 90 day delay on transmissions and that it was not **** **** problem, no communication since the start from the service advisor *********************** on July 5 called and said my transmission was in and advised me to come get my rental car did not inform me of deposit for rental & did not verify if rental was available, I left work & paid for a ride to the dealer/Hertz rental only to be told there was no cars available. Manager at ********************* called ***** to let him know no cars were available except one electric car, which was unfeasible for me as I had nowhere to charge. When the car was originally dropped off, he assured me I would have a car similar to my Highlander and for the duration of the repairs when I spoke to him about the transmission, he informed me my warranty only covered five days of rental coverage still failing to inform me What kind of vehicle would be issued to me? he would have my car ready by Tuesday Wednesday morning at the latest of July 10 again no communication until I requested a supervisor as ***** did not answer or return calls Sup. ******* inform me that a supplemental check was ordered yesterday July 9 for additional repairs again was never communicated to me then inform me my car would be ready by today however I could not pick up until Toyota receives the supplemental check for $3000 from Moorpark. I was advised to call myself and see if a check can be issued to me directly as the holder of the contract for the warranty and when I did was informed there was no check showing pending or issued for the $3000 & my car wont be released until they get there check which can be 5-14 days putting me without my car over a month for there wrong doing.

  

  Business response

  07/23/2024

  ******* per our conversation, we are still waiting for warranty company to release funds so we can release your vehicle. We appreciate your business and it was my pleasure being able to help you with providing you with something to drive in the meantime. I'am communicating with warranty company on an eta and will continue to keep you in the loop. Thank you again for your patience 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of purchase : 9/2023 I bought a car from **** brothers Toyota with ****** miles a 2019 ****** ************* ****** cash from the business so since then the car has been sitting since purchase and the car has just been starting to get used as of June 2024 and we can provide proof that the car was sitting and not being driven since the car has been bought, I believe that they sold a lemon being that this car was a trade-in for a another purchase with the dealership because the car now has ****** miles only and being that the car is now a year old purchase with the mileage of what we have accrued with the vehicle Could not promptly propped for the transmissions to have for 4 codes . Date : 6/24/24 I took my vehicle into Toyota **** brothers service department to have my transmission looked at and they indicated by close of business that there were four codes that were dealing with the transmission. They also indicated that the port where they submit warranty work was down and they had no other way to access that being that the owner of the company indicated that they first had to get approval before doing any work on any warranty or repairs for a car we have now been sitting with out a rental car or a car that we purchased from this dealership for now 3 days 6/25/24 I contacted the old owner of the vehicle and they also advised me that the reason why they traded the car in was being that the car was having slipping of the transmission so being that I was provided this information today I did go ahead and go forth with contacting the dealership to go ahead and go forth with pursuing a out to fix the vehicle they proceeded to call the general manager manager did not call back and now here I am today setting up a complaint with you guys to see if you can get a better resolution being that we were sold lemon from this company

  

  Business response

  07/02/2024

  Hello *****************, as per our conversation we had a misunderstanding but Our **** Bros. team worked very hard to get your transmission taking care of and made sure you were in a rental. Our apologies it took us a little longer than usual due to our emails being down. Looks like we have resolved your issue, please do not hesitate to reach to me if you have any further questions. Thank you for your business . 
  
  
  ************************;
  ************
  ext. 7122 

• 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.

*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. ↩