ComplaintsforMoss Bros. Toyota

• Initial Complaint

  09/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was looking for a Prius prime 2022 XLE and I found out a price posted on Moss Bross website for 32,706. Here’s the link https://www.mossbrostoyotamorenovalley.com/new-inventory/index.htm?promotionId=63192be8fc08456d0a67c616&year=2022&make=Toyota&model=Prius%20Prime (See attached document. Screen shot of their advertised price) Then, I filled up their online application in order to proceed forward in the sale processing. Also I get a quote for finances and then I received email stating that “your price 32,706” see attached screenshot. When I got my appointment with the sale Manager on September, 24, 2022 with ****** ******* who asked one of his staff to handle the sale process. He offered me different price other than the price I had received through my email and over their website. The price was $10,000 over the advertised price and the price that I had received on my email address. See the attached supporting documents Dealership must honor the advertised price and must sell the vehicle at or below their advertised price. The practice of selling product over and above the quoted and asking price is a violation of the below mentioned laws. See attached screenshot of the dealership offer $42,701 The dealership violated Federal Laham Act, California Vehicle Code section 11713.1(e), and Section 260.04(b). Also there is a violation of Business and Professional Code Section 17200 and 17500. There is more complaintswill be formally filled and submitted with the Federal Trade Commission, CA Department of Motor vehicle, Riverside District Attorney, Consumer Protection Unit. I am kindly request that the dealership honor and respect the price that I received over my email and that price was used to calculate the finance rate through Moss Bros Website. Hope that the dealership resolvesthis matter within 7 days from the date of submitting this complaint. Civil penalties may cost a lot plus reputation might be severely affected. Thanks **** *****

  

  Business response

  10/03/2022

  Moss Bros. Toyota will honor that price once we have the vehicle available.

  
  

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

  General Manager

  

  Business response

  10/03/2022

  Moss Bros. Toyota will honor that price once we have the vehicle available.

  
  

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

  General Manager

  Customer response

  10/06/2022

   I am rejecting this response because: the vehicle was available on the day of my visit 
  
  
  

  Customer response

  10/06/2022

   I am rejecting this response because: the vehicle was available on the day of my visit 
  
  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On August 13th, 2022, I made an appointment to visit Moss Bros. Toyota located in Moreno Valley, CA. Inquiry was related to a new 2022 RAV4 LE, white. We saw that the vehicle had the MSRP pricing of $29,736 with additional 2,000 for wheels of some sort and **** mark up. In total the vehicle was selling for 45,000. 15,000 more than its MSRP pricing advertised on their website as well as kkb and edmunds fair market pricing. My main complaint is I was mislead on pricing, given the salesman Ronnie had shown me a breakdown of the markup as to why it was ***** (29,736 + 595 car accessories, 695 for alarm, 895 for EPP, 1295 for lo-jack, ~2000 for nitrogen added to wheels, etc) and they returned with an offer of 39,000 after running my credit. I'm only realizing now that they had me sign the contract on a large flat desk screen where only the signature portion was visible and the rest of the fine print detailing what i was signing was hiding behind the covid plexi-glass separating me from the finance manager. I never saw the screen showing me that said add-ons were tacked onto my pricing of 39,000. After I'm given my copy of the signed contract and i drive off the lot, I find that i was charged for everything that should have been included in the pricing except the wheels. Side note: they did offer to rewrite my contract and remove 595 car accessories, 695 for alarm, 895 for EPP, however, I should have never been charged for these in the first place given 39000 is over 130% LTV making it impossible to refinance like they recommended I should do and just be complacent with the "lowest" monthly payment of 618 for 84 months at 4.99% APR with 8500 down. 60,000 for a car only valued at 30,000. I feel the dealership should do the right thing and unwind the deal. At the very least, they need to not deceive buyers with breakdowns and charging as add-ons later on top of making reading the contract difficult and inaccessible until after it's set in stone.

  

  Business response

  08/25/2022

  Dear BBB:

  Moss Bros. Toyota has been working with Ms. ***, will have agreed to rescind her car deal and have an appointment to do so tomorrow.

   

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

  General Manager

   

  Customer response

  08/30/2022

  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.

  
  

  Full refund has been received as of today. 

  
  

  Thanks for your help and to Moss Bros. for working with me once again.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DATE OF PURCHASE 6/4/2022 AT DEALERSHIP. INQUIRED ABOUT A PRE-OWNED CAMRY AND WAS TOLD VEHICLE WAS ON THE LOT. WHEN I LEFT WORK I CALLED TO CONFIRM AND THEY STATED IT WAS STILL ON THE LOT. WHEN I ARRIVED APPROX. 35 MINUTES LATER THEY SAID THE CAR WAS SOLD. TALKED ME INTO ANOTHER VEHICLE. PRICE WAS 38K APPROX. I WAS TOLD I WAS APPROVED BY A BANK BUT THE CAR MUST COME WITH THE ADDED ITEMS AND WARRANTY AND GAP OR THE BANK WILL NOT FINANCE. WHEN I GOT TO THE FINANCE OFFICE THEY ADDED AN ADDTIONAL ITEM FOR TOYOTA CARE THAT I DID NOT ASK FOR OR WANT. I WAS TOLD AGAIN THE BANK WANTS IT TO PROTECT THEIR INVESTMENT. COME 4/13/2022 I GET A LETTER FROM THE BANK THEY STATED I WAS FINANCED THROUGH SAYING MY APPLICATION WAS DENIED. I MADE MANY ATTEMPTS TO CALL THE DEALER AND SPEAK WITH SOMEONE TO NO LUCK. JUST GOT TOLD BY SOMEONE IN SALES THAT LETTERS LIKE THAT ARE NORMAL. AFTER THAT CALL MY CREDIT STARTED TO GET MORE HITS AS IF THEY WERE RUNNING MY CREDIT AGAIN WHICH I GAVE NO PERMISSION TO DO SO. COME THE 15TH I GET A LETTER FROM THE DEALER WITHA CONTRACT CANCELATION NOTICE. I CALLED AND TOOK A COUPLE HOURS AND NUMEROUS CALLS TO GET A HOLD OF SOMEONE. I WAS TOLD THEY WERE STILL LOOKING FOR A BANK TO FINANCE. AS OF TODAY 6/18/2022 I KEEP BEING TOLD EVERYTHING IS GOOD BUT NO ONE CAN TELL ME WHERE THE FINANCE STANDS AND OR A BANK NAME IF ITS BEEN ACCEPTED. BEEN EMAILING, CALLING AND TEXTING THOSE WHO WERE PART OF THE SALE AND WITH NO LUCK GETTING ANY INFORMATION. THEY STATED THEY CANT SELL MY TRADE UNTIL THE FINANCING GOES THROUGH BUT MY TRADE WAS PLACED ON SALE ON THEIR SITE TWO DAYS AFTER THE SALE WAS MADE ON THE 4TH. I DONT WANT TO RUN INTO THE SITUATION OF HAVING THE CAR BE RETURNED AND MY TRADE IS SOLD LEAVING ME WITH NO VEHICLE WHEN I HAVE A FAMILY. TIME IS 1143AM 6/18/2022 NOW AND STILL NO INFORMATION FROM ANYONE AT THE DEALER.

  

  Business response

  07/06/2022

  We spoke with our customer and her vehicle contract was rescinded on June 26, 2022.

  If she has any further concerns, please have her call me directly at ###-###-####

   

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

  General Manager

  Moss Bros. Toyota

  Customer response

  07/08/2022

   I am rejecting this response because: after constantly calling the dealer, I had to keep pushing for answers. When I got my vehicle back, there was 266 miles added onto the car with trip gps history of locations like the mall and fast food places. Along with receipts and a left over cup half filled with some type of drink from a tea place near the dealer. There were dirt foot prints all over the back seats, dirt deep in the carpet of the van, and the bag we put all trash in when I treaded them car in, was tossed in the back and ripped open and it was thrown everywhere in the back. Turned it in with about half a tank and it was given back with just enough to go across the street and get gas into the car. I have called in regards to this, left voicemails etc. nothing.  
  
  I have my car detailed once a week. Always have since my car was purchased. The car was detailed a day prior to trade in. 

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We leased a vehicle in 2019 and the term was coming to an end next month 6/**/22. We went to the dealership to buy out the vehicle with the remaining balance of $14,446 and they wanted to add a dealer package of $4000 in order for us to buy the car off of them. We wanted to be sent to finance and pay off the vehicle and they said they are willing to remove dealer options, but they will require us to purchase a warranty in order for them to sell us the vehicle that we are contractually agreed to after the lease term has ended. Roy the sales rep essentially told me that they are not making any money on this deal so they refused to process the paper work and send us over to finance. Even though we can legally purchase the vehicle for the residual amount. Toyota made the money upfront when we leased the vehicle and now they are attempting to loop us into options that we are not wanting or needing on the deal. I am being extorted and the only way the dealer ship was willing to finance us is if we added a dealer option or purchased a warranty for the vehicle. They essentially told us we will have to go to a bank and finance the vehicle amount.

  

  Business response

  05/26/2022

  We will finance with no options and no warranty, just the residual, plus tax and license fees.

  
  

  Please ask for me, ****** ******, the General Manager and I will personally take care of this for you.

  
  

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

  General Manager

  Moss Bros. Toyota

  ###-###-#### 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle for service at Moss bros Toyota in ***** ***** Way ****** Valley, CA ***** on Feb of 2021 For a factory recall that was issued by Toyota, my vehicle was also purchased at the same dealership a few months prior to the recall and was still under warranty. Since the vehicle is main transportation I was issued a rental vehicle from Hertz that was provided by the dealership until the recall on the vehicle is repaired. Few month pass and the recall was finally fixed, I was told by the dealer to return the rental and pickup the vehicle, so I did. A few months pass and I received a bill from Hertz saying that they have not received payment from the dealership for the rental that was provided. So I called the dealership and was told that they paid it. I requested a receipt but was not provided and was told to call Toyota warranty and claims directly. So I called and spoke with Toyota directly and they reached out to the dealership and was told by the dealership that they issued a check and I was given the PO#7054059 and RO#848554 for the bill. I called Hertz to inform them of this and was told they still have not received a check or any type of payment. So fast forward to today 4/19/2022 I received a few more invoice and collection letter from Hertz for non payment. And still talking to Toyota directly to resolve the matter and was told by Toyota claims department that the dealership is not responding to them either, and that they will be emailing the branch manager directly since the service dept. At Moss bros is not responding to them.

  

  Business response

  04/28/2022

  Dear BBB:

  Moss Bros. Toyota has contacted Hertz and resubmitted documents showing the payments have been made to her rental contract and it has been paid in full. Hertz concluded that the bill indeed had been paid, have contacted our customer advising her that the bill was paid in full and she did not have any more monies due for the rental.

   

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

  General Manager

• Initial Complaint

  04/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I CHECKED THAT THIS IS ALSO AN HEALTH ISSUE CAUSE NOW MY HEALTH IS BECOMING AN ISSUE BECAUSE I STILL HAVEN'T RECEIVED MY DEPOSIT AND NOW ITS CAUSED MY BANK ACCT TO BE OVER DRAWN BECAUSE I RECEIVED TO TAKE THE POSITION OF A VEHICLE THAT THEY KNEW HAD UNDISCLOSED DAMAGE. THIS WAS 03/21/2022. AS NOW I HAVE NO CAR, NO MONEY TO PURCHASE ANOTHER ONE SO KNOW I HAVE NO WAY TO SEE MY DOCTORS WHICH RESULTS IN NO MEDICINE AND BECAUSE I HAVE A MENTAL ILLNESS I CAN'T AFFORD TO GO WITHOUT MY MEDICINE. ALL THIS FOR $1500 AND I DIDN'T DO ANYTHING WRONG...I SMELL SOMETHING FISHY ESPECIALLY WHEN THE "TALK TO GLENN MOSS" LINK IS JUST FOR SHOW. $1500....WOW!!! AS THIS IS THE LAST ATTEMPT BEFORE I TAKE LEGAL ACTION.

  

  Business response

  04/13/2022

  Mr. ****,

  Thank you for coming in on April 5th, 2022 so that we could complete the refund of your $1,5000 back to your original form of payment.

  If you should need any further assistance, please feel free to reach out to me.

  
  

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

  General Manager

  Moss Bros. Toyota of Moreno Valley

  ###-###-####

  
  

  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 20, 2022 my wife and I purchased a used 2019 Toyota Tundra. In our contract, it is written we would have several items corrected however we are unable to speak to anyone at Moss Bros Toyota Moreno Valley to assist us in getting these items fixed. We’ve reached out to the salesman, sales manager, general manager. It’s been a month and none of these individuals have returned our calls. I finally spoke w someone in the service department and they informed us they need direction from the sales manager in order to get these items fixed. They also informed us they do not have a vendor to correct the torn headliner and should have not promised to fix something they can not do. We asked them to call us back as soon as they spoke with the sales manager and they assured us they would however that is not the case. At this point I’m frustrated and feel deceived for buying a vehicle they contractually stated would correct the damages and have not.

  

  Business response

  04/04/2022

  Mr. **** called and I spoke with him regarding the items that need to be fixed. Moss Bros. Toyota has agreed to complete the repairs on these items and are making the arrangements.  

  Customer response

  04/05/2022

   I am rejecting this response because: I have not received a call from Moss Bros Toyota. I keep calling and one is returning my calls. 
  
  
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 11/24/21 I trade my 2014 Prius C + 300dls Down payment for a 2018 GMC Terrain used car, I didn't buy an extended warranty because it was a lot of money, they gave me the option to buy it later, the seller told me that I had a 1-month warranty, license plates were expired too but they said” oh don’t worry we’re going to send everything to the dmv and You are going to receive your registration by mail “ they didn’t told me I was going to pay for the plates! They have an advertising “ no payments in 90 days” and I have to pay by Jan 8! BUT just Before leaving the dealer with the car I called the seller ********* ******** to told him that the engine light was on! he told me it is because he removed the alarm because I didn't want to pay but you can bring it on Monday to fix a detail that the car Had at the door and in the bumper, so on Monday 11/29/21 my partner took the car to the dealer they fix the details and he said the engine light is not on anymore so we tough “ maybe it was by the alarm” I trusted the seller but on 12/26/21 I left CA to El Paso to visit the family and only at 4 and a half hours away the car began to lose speed and a noise was heard, I stepped on the accelerator and didn't raise the speed so I move to the side in the freeway and the car no longer wanted to go forward or Reverse, the car broke down in Arizona in the middle of nowhere, I called the dealer they said service it’s close , call in the morning,I kept calling and no manager could never answer me, I sent emails to the seller and until today no one gives me reason for anything, I towed the car personally to the dealer and no manger had time to come talk to me and the one who sold me the car saw me but he never came to see what he could help me. To this day no manager has been able to talk to me. I need help please. If they see that I’m looking for help maybe the going to help me, they are acting wrong, how they gonna sell a car like that and tell me it’s my problem. End contract

  

  Business response

  01/06/2022

  *******, my name is ****** ****. I am the General Manager at **** Bros. Toyota. Thank you for reaching out. At **** Bros. we care about every customers experience, and want to strive to make that the best. I am happy to personally assist you. You can call me directly at *** *** 8000 ex ****.

  
  

  Sincerely,

    ******

  
  

  

  Business response

  01/19/2022

  
  

  *******, I have not received any calls or messages from you, but feel free to try me again if you would like to speak with me. I have been in contact with our Service Director *****, and we are repairing the vehicle for you, per the warranty. I am not able to return the vehicle, but I do understand your concerns. We are here to make sure the vehicle works properly for you. **** Bros. is committed to making sure our customers are satisfied. Thank  you for your business.

  Sincerely,

         ****** ****

  Customer response

  01/24/2022

  
  

  From the CONSUMER:

  Sent 1/22/2022 7:04:45 PM

   I am rejecting this response because:
  I called ,  but this is my number *** 570 2552 for you to call me, I think it's easier.. I know I can't return the car but they told me that I can trade it, but it's not fair for me that they want to give me 15,000 for a car that they sold me with the engine light on for 26,000 and a month the transmission broke , the fair thing is that they gave me  the same price they sold it to me, I traded my 2014 Prius +300dls and I have to make another down payment , I don’t want to trade it in just because I don’t want the car it’s because of the transmisión problem even if it’s fixed, I’m not going to feel safe , another thing it’s the plates are expired from 2020 they told me I don’t have to do anything I’m just going to receive  my registration by mail that i don’t have nothing to worry  about and I received the bill that I have to pay for the registration!!! Like 350dls  ,  one of your seller even He said that’s weird that I don’t have to pay for that so I need help with that too please , I pay the tow when the 2018 gmc broke down in arizona to California because your manager said that wasn’t your problem and i have to see how I was going to take it to the dealer and now pay for the registration???
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/09/21 i took my vehicle in for a smog check and to repair the passanger window and check why my check engine light was not working the estimate was $448.10 at 8:51am at 12:35pm ***** ** ***** contacted me that i would need more repairs that agreed to have them repair and was given a new total estimate of$ 4331.69 i returned on 07/21/2021 to pick-up my vehicle only to discover that my vehicle did not pass the smog due to a part they no longer carried ***** ** ***** in her own attempt offered to work it out for my vehicle to pass smog illegally which i refused and told her i would rather it be done legally not giving it much thought at the time they told me that i could contact the referee BAR to find the part i needed possibly im not mechanically minded and to my understanding just needed to get the check engine light fixed and it would pass smog after the repairs they said they did so i had no luck finding the part to fix my vehicle and on 8/16/21 i registered my vehicle non operational i had only driven it a little over one hundred miles sense i had it repaired on 12/01/2021 my son who is a mechanic himself of 25years on and off and has taken a few semesters of auto-tech at cypress collage in orange county offered to purchase my vehicle i told him about the check engine light and he was able to repair it to work normal again .after attemping to get it smoged and it failed he performed an OBD2 scan for diagnostics only to find that there were two codes that were at fualt P0430,P0420 which indicates that the catalysts sensors needed to be replaced so i checked my invoice from moss bros toyota and they said they replaced two sensors for heat circut so my son inspected the invoice and the repairs only to find that the sensors had not been repaired the passanger window was still not working he did not attempt to even look at the motor for it to see if it was new he also said that all the parts that were replaced were after market not listed on invoice

  

  Business response

  12/27/2021

  ********,

  I have read your complaint and would like to discuss it with you and help. Please call me at ***** ******** ****.

  
  

  **** ****

  Service Director

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Toyota Yaris 2019 at Moss Bros Toyota and it has been having may mechanical issues since 11/03/2020 when I took it in for repair. This last time the car was having mechanical issues where it would turn off on it's own and it stopped working. I took it into the Dealership and they told me the car had a recall part that they needed to order it. The car has been sitting at the dealership since 8/28/2021 with no information when they will receive the part. They keep promising the part will arrive with the next week. Meanwhile I am still paying car payment and insurance to a vehicle that I cannot use. Please find my attach documents for support.

  

  Business response

  10/25/2021

  To whom it may concern,

      Mr. *********** vehicle has and interim recall on his vehicle which Toyota has not come out with a fix, also the vehicle needs a Battery which is on a National Back order 

  from Toyota, Mr. ********* has been offered a rental car that Toyota will pay for until there is an actual recall fix, also he has been offered a rental car that Toyota will pay for

  until the battery is available off of the back order status. 

     Please feel free to contact me directly for any further assistance,

  Regards,

     **** ****

     Service & Parts Director

     Moss  Bros Toyota

     m****@mosssavings.com

     ************ extension ****

  
  

  Customer response

  10/25/2021

   I am rejecting this response because:
   The dealership called me and offered to pay for a rental car but told me that I would have to cover the insurance.  I live on a fix income and cannot add any additional cost to my already limited means.  At this point can they keep the car and pay me off?  This has really been stressed me out and I have been put on anxiety pills.  Please help with this matter.
  
  

  

  Business response

  11/01/2021

  Hello,

    Toyota is willing to cover the expense of a rental car, unfortunately it is the consumers responsibility to have insurance and cover fuel cost.

  We are checking for parts availability on a Dailey basis and will inform the customer as soon as the parts come off of backorder.

   We are sorry for the inconvenience, if you are interested in trading the vehicle in on another vehicle please feel free to contact me

  directly and I will help get our Sales Manager involved to see if we can assist you.

  
  

   Regards,

       **** ****

       Service Director 

       Moss Bros Toyota

       ************ ext. ****

       m****@mosssavings.com

  
  

    

  Customer response

  11/03/2021

   I am rejecting this response because: I am on disability income any additional charges are out of the question.  I have health problems and at this point I really don't want to deal with this headache.  My children have been taking me to my doctors appointments and we don't want to do business with Moss Bros. Toyota.  We would like to sell the car back to Moss Bros Toyota. 
  
  
  

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