Moss Bros. Volkswagen of Moreno Valley

I purchased a car from here 2/18/23 from what I thought was a decent respectable place. Wow what a nightmare this was. The sales rep Mariam and sales manager paul kensella really tried to get one over on m was a decent respectable place. Wow what a nightmare this was. The sales rep Mariam and sales manager paul kensella really tried to get one over on me at the last minute. From having the car for two weeks they tried to change my contract an void the original one plus raise my payment an rate to an extreme amount. They didn't even want to tell me over the phone. They said I forgot to sign two forms and needed to come in asap to finish the deal. After calling several times being I'm almost two hours away the finance dept told me I needed to sign a whole new contract. Never giving me the option if I could even move forward with the new one or trying to keep my business with other options.The manager didn't even try an help me he said he looks at deals everyday and that he had no idea who I was, mind you this is the man I worked the entire deal out with in the first place with payment an agreed down amount. Needless to say they gave me a free rental for two weeks an I took my down payment to another dealership and purchased the same car with less miles and a way better price. I wouldn't recommend this place to anyone. Not saying moss bros as a whole is bad but the people at moss bros voltswagon are horrible at sales an customer service. I went in there being honest and definitely didnt hide anything so I could get a new family car for my baby but instead I got the same service you get from one of those no name corner lots with buy here pay here service. Shameful this place still has these people running it. More

My son, who is active duty Air Force, purchased a 2019 VW Passat here on 12/17/2022 with 17,535 miles on it and he came in preapproved from Navy Federal Credit Union. This is his first car and to this point Passat here on 12/17/2022 with 17,535 miles on it and he came in preapproved from Navy Federal Credit Union. This is his first car and to this point it has turned out to be a not so great experience with the dealer and the communication of the dealer. The initial salesperson was Chance Eugene. Due to other commitments, I had to leave the dealership once all the initial paperwork was completed so I was not there for the final delivery of the vehicle. Here are the issues that we have so far... 1. The vehicle was delivered with less than 1/4 tank of gas and before my son made it home to Temecula, he had to stop and put gas in it. Before leaving the dealership, he brought it up and was told that because it was a used vehicle they were not required to put gas in the vehicle. I've owned many used cars over the years and the dealership has always fueled the vehicle.. Not in this case. 2. The vehicle was dirty inside and out. There was not even any attempt to wash the vehicle or vacuum or wipe down the inside at all. When brought to the dealership's attention, again they said it's a used car so they don't have to do it. I've always done business with VW of Murrieta, and I've never had any of these issues. 3. My son purchased extended warranty for the vehicle, and there is an strange noise coming from the car's engine compartment and when trying to contact the dealer about the warranty information, there is no feedback or follow up to give information about how to get the warranty work done or checked.. 4. When we initially test drove the car, there were floor mats in the car all around along with the safety kit in the trunk. I noticed today, 12/22/2022, that none of the mats are present and the safety kit is not in the car anymore and my son said the dealer took them out because they said it was a used car. 5. While doing the final paperwork for the vehicle, my wife and son had to walk to another building in the auto mall to do the electronic signing and the computers weren't working so they were delayed another hour and a half to two hours. When my wife mentioned leaving a review they were nonchalant and said again that they didn't care about reviews for the sale of a used car and that we wouldn't get a survey for a used vehicle and said Moss Bros. only sends out surveys for new cars. In short, this dealership has a lot of work to do for customer satisfaction.. I'm a retired Marine and my wife and I have purchased many cars over the years, both new and used and we have never had the experience or issues with any other dealership as we've had here. Even CarMax is more attentive and and straight forward with the delivery and process and follow up. Beware purchasing a car here. Ken W. USMC Retired More

David Ortiz and Staff are incredible, they get the sale done! They are Awesome!! LVB. done! They are Awesome!! LVB. More

The advertised price is not the price; they add thousands to the 'price' in the form of 'accessories' that they claim cannot be removed. 'Accessories" must be their legal (but unethical) way to skirt the le to the 'price' in the form of 'accessories' that they claim cannot be removed. 'Accessories" must be their legal (but unethical) way to skirt the legal definition of 'price'; when challenged they resort to "it's in the disclosure"! It is, unfortunately, classic used car sales behavior, but raises the question of why Cars.com permits this kind of false listing on their site. Other sites that actually sell cars list actual prices, show delivery costs, and are clear about what it will finally cost the buyer. By permitting false advertising Cars.com enables dealers to abuse customers. So Cars.com deserves to share this 1 star review. [Full disclosure: in the end I shamed them into honoring the original price, purchased the car and am happy I did. But the process was excruciating and my review is based on what seems to be their standard operating procedure.] Good luck! More

DO NOT BUY HERE! Over 30 days after our trade in and purchase and they are so incompetent they still have not completed the required paperwork for the DMV or lender after days and days calling to get th purchase and they are so incompetent they still have not completed the required paperwork for the DMV or lender after days and days calling to get them on it! Their contractual obligation is 10 DAYS! And then after dealing with their disrespectful manager, David Ortiz, who is equally inept and yells and insults the customer he said let’s “unwind” the deal, he wants me to return a vehicle while he has mine and pretend it never happened like that’s how a contract works all because couldn’t get the contract done on time on his end! Laughable. Needless to say their own attorney has had to get involved and undo all the damage David and his dealership has done! Should have listened to family who bought their vehicle elsewhere and had nothing but a pleasant experience with superb customer service! More

Unfortunately this dealer uses a bait and switch technique. After driving to this dealership 2 times to talk about a vehicle we couldn't come to an agreement on a price and I was ok with that. H technique. After driving to this dealership 2 times to talk about a vehicle we couldn't come to an agreement on a price and I was ok with that. However, on the third day, I received a call from Jaime offering me the price that I was after. He said they could do that price and asked how fast I could get to the dealership. I live on the other side of Moreno Valley so I told him 10-15 min. While on my way (One exit away) I get a phone call from Jaime again saying he is very sorry but the General Manager told him they couldn't do the price he offered. Since I was already so close I told him I would talk to him shortly. Once in the dealership Mitchel, Jaime's manager, explained that it wasn't an actual offer, he was asking "IF" they could do that lower price, when "CAN" I come. However Jaime admitted to being new and in training and that he made a mistake and he though it was an offer, not an "IF". Either way, I drove all the way down there on a deal that they wouldn't honor. So I asked to speak to the person who said no, they said that was the GM. They explained that the GM was busy...he doesn't normally talk to customers...could I come back the next day to talk to someone else...the GM isn't available. I answered no, I am here, the GM is the person who said no, so I want to talk to them. Then I asked for his name and no one would tell me. I knew his name was David but when I asked for his last name, they stayed silent. I just looked online and was able to find his name, Davis Ortiz, but it's amazing that they wouldn't even tell me his name. After sitting in the office for 15-20min waiting for the GM, the salesman says "hey, it's 6:30 I'm off, so I'm going to leave now" so I get up to go to David Ortiz's office and wait for him there but to my surprise he is strolling around the lobby, the employees never tried to get him, he didn't even know that they called and made me an offer. In California a verbal contract is legally binding, Jaime offered me a car for a set price. The GM said no it was just posturing, however, Jaime already admitted to making a mistake. He thought it was in fact an offer. So why would he posture if he thought he was making an offer? The point of this story is that after three trips to this dealership, a false offer to get me to drive to the dealership again, and lots and lots of unnecessary waiting. I am very disappointed in this dealership. I had bought from them before, but I won't ever buy from them again. I work in a field that I interact with many city officials and the entire Moreno Valley Community, you can bet that I will spread the word to go somewhere else. More