Complaints

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Please see attachments in reference Was told it will be TWO WEEKS to receive a deposit refund I am requesting that the refund initiated be expedited due to deposit being CASH and also the following reason stated below 2016 ************* **** 4matic was set for sale on June 17th, I made a deposit on June 19th to sale for a delivery date of June 26th which car is not available to be sold due to mechanical issues and dealer has not been able to maintain their promise of fulfillment. No future time of availability also which is why I requested the deposit refund BUT I was not told this information BEFORE setting up my insurance which was to increase by $779, set up a personal account at the credit union I applied for the car loan (which expires on July 13th) which I had to place a deposit in the account, AND set up an appointment at the local ************* dealership for a pre-purchase vehicle inspection to insure the car is valid to buy and qualify for a warranty... but since the car is not available to buy which I was ready to sign and drive away... I had to call and cancel the insurance policy changes, call and cancel the appointment at ************* dealership without even being able to reschedule it and setup a new bank account which I would NOT have done if I wasn't buying this vehicle. A HUGE DISAPPOINTMENT AND A EVEN BIGGER WASTE OF TIME. Which I blame myself I should not have trusted a car dealer

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 7, 2023 I brought my vehicle into Koch **** due to it being an operable subsequently the dealership could not find The problem but charged me $1080 for the diagnostic yet no relief was issued despite numerous complaints of transmission failures by **** owners concerning the 10 speed transmission. Numerous complaints have been filed and the class action was filed in the state as well in reference to this hazardous and dangerous condition caused by defective transmissions to service bulletins I’ve been issued by **** Motor Company concerning these transmission problems but there is no recall on this problem. I am seeking damages against the dealership of $1080 for the diagnostic subsequently the $8000 that was quoted for the repair of the defective transmission. Simply I’d like **** to buy the vehicle back it’s numerous complaints have been issued but yet the dealerships are in denial. I’m sure if you subpoenaed their service records which are all on computers now I’m sure I’m not the only citizen and customer that has this problem. It’s my intentions to contact the NTSV and the attorney generals office officer, inspector general to investigate this hazardous condition which put peoples lives at risk for failure of the transmissions. I would like **** motor company to acknowledge that this is a serious issue and is plaguing the owners of ** **s with 10 speed transmissions I’d like to pursue this to the fullest extent of the law and see if we could remedy not only for myself, but for other owners of such vehicles, in the state of Pennsylvania

  Business response

  04/05/2023

  In response,

  Our dealership is independently owned and not owned by **** Motor Co.  On the dealership level, we are notified of issues or concerns on vehicles at times after the general public.  However if a field service action or recall is developed, at times we receive advance notices.  At this time, the customer's vehicle is in our shop with transmission issues.  It is beyond the manufactures warranty period.  There are no open recalls on the vehicle or any "known" issues that are being withheld.  Not to say we haven't seen transmissions fail before, but we are not withholding information.
  
  Thank you,

• Initial Complaint

  02/20/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  i was sent a letter by Koch 33 **** saying they would pay me $66501.00 for my 2020 **** *****. When I went to the dealership they only offered me $45000.00. Also in the letter was an interest rate of 0.09%. Yet when they started the process the interest rate was 10.9%. I believe this is a bate and switch letter just to get me to upgrade my truck.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Koch 33 sold my son a car without having possession of the title. 91 days later, I still don’t have the title or registration.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/07/2021, I put a down payment of $500 on a vehicle that I was told was 100% refundable. The same day I purchased from another dealer and let the salesman know the following week. For months on end now I have been in contact with people within the dealership and no one has been able to refund me this money. During contact, I will get to a certain point where they are reviewing the transactions and then they just stop responding to me all together. This has been happening for months now without any type of resolution. It is already too late for me to file a clean with my bank, seeing as it is over six months.

  Business response

  11/28/2022

  Unfortunately this customer's issue did not reach the accounting department until this complaint was made with the BBB. As soon as the accounting department was made aware, a full refund was issued to the customer in the form of a check.

  Customer response

  11/28/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2017 **** ***** was burning motor oil. I took it to my normal maintenance mechanic to get it looked at. He evaluated the truck and gave me some information on what could be the issue. Due to the fact that I have an extended warranty on the truck, I ended up having to take it to the dealer I took it to Koch 33 **** to have them diagnose the issue and get it fixed. Koch 33 **** told me there is nothing wrong with the vehicle at all, the truck currently sits at ****** **** in Quakertown PA needing a bunch of work. Moral of the story, stay away from Koch 33 ****! They will turn you away without a care in the world about your vehicle!

  Business response

  10/28/2022

  Customer came in to service center and stated that the vehicle had been low on oil and that he had to top off the oil.  He also stated there was smoke from the exhaust when the vehicle was started.

  Upon inspection, technician found that smoke from exhaust was characteristic to the vehicle as the smoke was found to dissipate after 30 seconds and not linger which indicates vapor loss and not burnt oil.  Furthermore technician found current oil level to be overfull indicating that the oil was falsely identified as being low when topped off resulting in it now being overfull.  Falsely identifying low oil is not un common.  Owners manual specifically calls out waiting 15 minutes prior to checking oil level after the vehicle is shut off.  Failure to do so can result in a false low reading.  Technician deemed at time of service that there was not a problem found and that current conditions with vehicle were considered to be characteristic my the manufacturer.

  Customer was not charged for the visit and was given documentation to support findings.

  Thank you

  Customer response

  11/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have needed to make major repairs to this vehicle that Koch 33 said “there’s nothing wrong with it” 
  

  Regards,
  
  *************************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 27th, 2022, I purchased a vehicle ( ******* ****** ***** 2022) at the Koch 33 Toyota and was only provided 1 key to the vehicle. I was informed by the sales consultant Charles D*** that he couldn’t find the 2nd set of keys to the vehicle but that he would be calling me when he has the 2nd set of keys available for pick up. This conversation took place in front of the Loan Officer Matt. In my 2nd attempt on September 6, 2022, after receiving an email from the sales consultant Charles D*** thanking me for purchasing the vehicle I replied back to the email requesting my 2nd set of keys to the vehicle and he never responded back. On September 12, 2022, my sister called and asked to speak with a manager named Jason and it was explained to him that I never got the 2nd keys. He informed my sister that he would call me back by Monday and never did. On September 15th, I called the dealership Koch to speak to a supervisor and spoke with front receptionist Mecca and was informed that all managers were in a meeting but that the sales consultant Charles was available and she transferred the call to him. When I spoke to Charles I reminded him that I don’t have the 2nd key to the vehicle and his response was “Did anybody get back to you?” I said no. He then said he would have someone call me back and never did.

  Customer response

  10/17/2022

  Please be advised complaint issue has been resolved as of 10/14/2022. I got my second set of keys.
  
  Please make note for your records and see attachment below:
  
  Thank you in advance.
  
  Have a great weekend.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car in May of 2019. On or around may 12th 2022, I put my car in shop for service. I have an warranty that, I purchased through a third party, 5 years and/or 60k miles. I was told my water pump failed and the engine was no no longer any good. Needed to be replaced. Currently, my warranty company will only cover $2283.55 of the repair and only if they approve it. Currently the balance on account for the original tear down is approximately $2500.00 plus tax without any repair. The warranty company is requesting further tear down of the vehicle to access and take pictures of the leaking water pump to prove to them that it's leaking. If we proceed with further tear down and the warranty declines, the balance due will $3500.00 plus tax without repair. If the warranty company approves the long block replacement, the balance due will be $3800.00 plus tax, as the warranty company is stating they will not cover more than $2283.55 for the repair. The warranty Company name is ***** ************* of today: 08-03-22 my car has been in the shop for 83 days, which has been an inconvenience to me. I've rented 3 cars on separate occasions. My work commute is 100miles per day. Public transportation is not an option for me, because of my early hours. I have reached out to both parties, several times with no resolution. As of 8-1-22, They will charge me $75.00 per day my car is in storage fee. Which I don't understand, if my car is not fixed.

  Business response

  08/11/2022

  The customer's frustration with this matter is understandable, but the complaints do not stem from problems caused by Koch 33 Automotive.  

  
  

  The customer's vehicle was brought to the repair facility with the complaint of a coolant leak.  The concern was traced to a component internal to the engine.  The customer's extended service plan (mentioned in the complaint) advised the repair facility that while the component is listed for coverage under their contract, they needed the component exposed for inspection.  The labor charges involved to disassemble the engine to get to the point where the inspector could see the failure had to be approved by the customer since in the event of declined repair coverage, the invoice would still have to be paid.  The customer agreed to continue.  Once the component was able to be seen, the repair facility stopped and asked for the inspection to be performed.  After the extended service company inspected, they asked that the item be exposed even further so they can identify what the exact failure to the specific component was.  This continuation carried additional labor.  

  
  

  The repair facility then reached back out to the customer who expressed concerns of the repairs being potentially declined and still having an invoice to pay.  The repair facility contacted the service contract company again to discuss the likelihood of approval before continuing.  The warranty company then advised that while they were not able to say until they could see the component, the maximum amount they would pay regardless was $2,283.55.  This would leave a balance as discussed with the customer.  The repair facility attempted to research most cost-effective solutions for the customer.

  
  

  To date, the vehicle has been at the repair facility for 88 days free of charge, while the customer makes decisions on how to proceed.  

  
  

  Please advise if any more information can be provided.

  
  

  Sincerely,

  
  

  Customer response

  08/29/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

  Customer response

  09/13/2022

  
  I Reject this matter have not been resolved . See Attachment.

*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. ↩