Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 6 or 7, my wife placed a $500 refundable deposit with Mossy Toyota to hold a car for our inspection after it arrived in mid-December. Approximately 10 days later, I informed Mossy Toyota that we had decided that we would not be purchasing the car. I asked that the deposit be refunded. Since then, I have spoken with sales managers about the refund and left multiple messages with the business office and the customer relations manager, none of which have been returned. I still have not received a refund.

  

  Business response

  01/17/2025

  Customers decided to cancel their deposit on an inbound vehicle. He kept leaving messages with his name requesting the refund. But we had the deposit listed under his wife's name (different last name/*******) so we could not find the deposit. At the same time we were going through a whole new software conversion which made this even more difficult.  Our sales manager *** ****** figured it out and submitted the check request for refund. The check was mailed to customer on 1/13. He has been communicated this information. Please close complaint.

  Customer response

  01/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ***
  
   
  

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my auto serviced at Mossy Toyota on October 30, 2024 and the car was damaged on their parking lot. I was told that they would order a new part, repair the car, and supply me with a rental vehicle. I have paperwork to support this. I have left three voice mails and sent one email to the service advisor and have not received any type of response. I would at least expect the courtesy of a response as to when my vehicle will be repaired. Either they are just ignoring me or are not going to repair it; it has been almost two months since the event. If the part has not arrived they could at least let me know. Please see if you can help me.

  

  Business response

  12/23/2024

  **** ******** called and spoke to customer apologizing for lack of communication.  **** confirmed for customer that the parts have been ordered and promised to have his appointment scheduled. **** ******* the Service Manager will call customer in the morning to schedule a convenient day for him to bring the car in and pick up a rental. Customer stated he is mostly upset at the poor communication. We apologized to customer again. 

  Please close complaint.

  Customer response

  12/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If they do not follow through I will open the complaint again. 
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  11/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  SUMMARY:I rented a vehicle from Mossy Toyota on 8/12/2024 as part of a recall repair covered by Toyota. I signed a rental agreement for $945, indicating a rental period of 21 days. This timeline was explained to me as the expectation if the windshield cracked during the repair process, which was anticipated due to the nature of the work. I was also informed that Toyota would cover the rental cost.The vehicle was returned on 9/4/2024, and I was not informed of any pending charges at the time. On 11/4/2024, my credit card was charged $112.62 without notice or authorization. Despite multiple attempts to resolve this matter directly, it took 18 days of repeated follow-ups for the business to provide a complete copy of the rental contract.KEY ISSUES:- Unauthorized Charge: I was charged without prior notice or an invoice. The initial communication inaccurately stated the charge occurred on 9/4, but evidence shows it was processed on 11/4.- Lack of Communication: The company claimed to have made contact attempts in August, but I have no record of calls, emails, or written correspondence during this time. I requested proof of these attempts but received none.- Delayed Documentation: After 18 days of requests, I finally received a copy of the rental agreement, long after the charge had been disputed.- **************** Failures: Communication was inconsistent, and key representatives, including managers, failed to respond to or address my concerns in a timely or transparent manner.RESOLUTION SOUGHT - A refund of the unauthorized charge of $112.62.- A formal apology for the delays, miscommunication, and unauthorized transaction.- A review of their customer service policies to prevent similar issues in the future.ATTACHMENTS - Screenshot of the charge processed on 11/4/2024.- Complete email correspondence documenting my efforts to resolve this issue.- Rental agreement provided by the business.

  

  Business response

  11/26/2024

  After a thorough review of Consumers account and discussions with our team, we have identified that there is in fact a balance owed to us by customer. These are for four days of rental car charges that were not covered by insurance.
  Regarding the payment attempts, our records show that we initially experienced issues processing her card it was declined. However, we were able to process a smaller amount as a partial payment toward the outstanding balance.Unfortunately, this left a remaining balance unpaid.  Consumer chose to dispute the balance, I instructed our team to cease any further collection efforts at this time. Consumer then began threatening to seek legal counsel.

  We stand firmly on the fact that Consumer was charged correctly. But at this point we have made the decision to refund the partial payment we took and NO longer do business with her. We have now processed the refund and consumer will not be receiving an apology for us for attempting to collect on a debt she truly did owe. Please close this case.

   

  Customer response

  11/26/2024

  Dear BBB,  
  
  Thank you for your assistance in resolving my complaint. The business has refunded the unauthorized charge of $112.62, and I consider the financial aspect of this matter resolved.  
  
  However, I want to note my frustration with how this issue was handled. The business failed to contact me prior to the unauthorized charge, provided inconsistent information throughout the process, and offered no apology for the inconvenience caused. Additionally, their dismissive comment about "not wanting this customer" was unprofessional and unnecessary.  
  
  This matter also wasted considerable time and resources on their part. Over three weeks of back-and-forth communication, unnecessary meetings, and delays were required to address a straightforward issue over $112.62. The fact that I was ultimately refunded for the unauthorized charge highlights the inefficiency and poor handling of the situation. I hope they take steps to address these operational inefficiencies to avoid similar disputes in the future.  
  
  Thank you again for your support in resolving this matter.  
  
  Sincerely,  
  Patrice 
   
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Mossy Toyota ****************** sends misleading emails while taking your vehicle in for a regular scheduled maintenance that are "one click" approvals for undisclosed dollar amounts and no details before clicking. In said email it states clicking the link in the email will allow you to "view and approve" additional services but yet under said link it goes in to state clicking link instantly approves dealer to service your vehicle and them charge you the undisclosed amount. I was not fooled by these dishonest business tactics but want to warn others that may be taken advantage of.

  

  Business response

  10/18/2024

  Thank you for allowing us the opportunity to respond to the recent customer complaint regarding the use of Xtime at our dealership. We take all customer feedback seriously and strive to provide transparent and honest service to everyone who trusts us with their vehicle needs.
  On 10/16/2024, the customer, Mr. ****** ******* visited our service center at Mossy Toyota for routine vehicle maintenance. As part of our service process, we use Xtime, a widely recognized tool that allows customers to review service recommendations and pricing before approving any work. This tool is intended to enhance transparency and ensure customers are fully informed of the work required and associated costs prior to giving their consent.
  Following the service visit, the customer expressed concerns, indicating that they felt Xtime was being used as a sales tactic to push unnecessary services. Upon learning of their concerns, I, **** *******, personally reached out to the customer on 10/17/2024 via phone to address their complaint.
  During our conversation, I explained the purpose of Xtime, emphasizing that it is designed to promote transparency by allowing customers to review and approve or decline services before any work is performed. I reassured the customer that our intention was not to upsell, but rather to provide clarity and give them control over the decisions regarding their vehicle. The customer was provided a detailed explanation of the service process and how Xtime contributes to a transparent, customer-first approach.
  In an effort to further demonstrate our good faith and commitment to customer satisfaction, Mr. ******* was extended an offer to take advantage of a complete car wash detail for $149.95. This gesture was intended to show our appreciation for their continued trust in our dealership and to resolve any lingering concerns they may have had. He has an appointment with our Automotive ***************** this Monday, October 22nd, 2024.
  ****

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to buy a 2022 RAV 4 PRIME and was informed by the salesman of $15,000 over MSRP price. This is a scam and fraud to the customer. I need ******************** to investigate this type of scams conducted by Mossy Toyota. They need to reevaluate their prices to MSRP

  

  Business response

  10/05/2022

  Our vehicle pricing reflects current market conditions and lack of vehicle availability, we are clear and transparent with our customers regarding our current pricing.   

*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. ↩