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Jay Wolfe Toyota of West County complaints

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14700 Manchester Road
Ballwin, MO 63011-3702 | Get Directions

(636) 386-1800

https://www.toyotaofwestcounty...

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Total Amount in Dispute:
$10,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Jay Wolfe Toyota of West County closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Jay Wolfe Toyota of West County

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11/2/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $10,000.00 Amount Settled: $0.00

Customer Complaint

9/26/2023

I purchase a used 2018 Rav 4 from Jay Wolfe Toyota 7/8/22 under false pretense. The car was a security vehicle and that was not disclosed to me. The service manager provide me with that info on one of my many visits&that explains why I am having these issues. I've had issues from day one with this car (transmission and engine). Like missing head rest&a hole in my front console. All were taken care of &I had a rental for almost 3 wks after I got the car. Less than a month after having the car back the cooling fan went out. I was stranded in the hood for 3 hrs! After that there has been 2 issues that I frequent the dealership for repairs. (Maybe 10 or less or in a 8 month span). I was still under my warranty. The 2 issues are the gear shaft is extremely hard to change gears and the car knocks when you have your foot on the brake and randomly shake. So I spoke with my salesman and he suggested I trade the car 1/23. May/June i "attempted" to trade the car and was told I need "another"$4000 down pymt. I specially told the sales guy I have no more cash for down pymt&sales tax! The deal did not happen! After threatening tbe dealership, they ask me to bring the car in again and they would give me rental. I did not show up b/c I live 45 min away and tired of hearing the same thing. I would like to take the car to another Toyota dealership and jay Wolfe cover the cost. I should not have to be stuck w/this lemon b/c they fail to disclose the truth! Resolution Sought Pay Authorize for me to take the car to ANOTHER Toyota dealership for repairs! I would have never purchased a security vehicle. Those security people do not care about those cars because it's not theirs and they dog them! It's evident because a car with less than 80000 at the time of purchase should. It be having these issues. They sit in the car all day and night while car is running in addition to chasing criminals! The car is a money pit! I expected more for 25000 &a reputable deslersbip!

Company Response

10/23/2023

Company states; Ms. Cook purchased a Certified preowned 2018 Toyota Rav4 (JTMRFREV4JD255971) here at Jay Wolfe Toyota West County on 7/7/2022. As a certified Toyota vehicle this unit passed a rigorous 160-pt quality inspection as well as Missouri state safety and emissions inspections. Said inspections were completed by a certified Toyota technician and this vehicle qualified for Toyota's Certified extended warranty: 12-month/12,000-mile Limited Warranty & 7-year/100,000-mile Limited Powertrain Warranty; When Gloria purchased this certified preowned 2018 Toyota Rav4 on 7/7/2022 the odometer read 74,946 miles. Between 7/7/2022 & 5/15/23 (The last odometer reading taken here by our service department), Gloria has driven this Rav4 26,685 miles and it now has at least 101,631 miles, putting this vehicle just outside the parameters of Toyota's certified extended warranty coverage described above.Gloria visited our dealership's service department 12 times between 7/8/22 & 5/15/23 and all replicable issues brought to our attention throughout that time were quickly resolved at little or no cost to Gloria. Between 7/8/22 & 5/15/23 Gloria was charged no more than $500 across her 12 visits. Our dealership's service manager was directly involved in the many exchanges with Gloria in our service department and even went as far as going on multiple test drives with Gloria in her Rav4 in the attempt to replicate and or identify Gloria's concerns. Despite our service manager and his team going above and beyond to assist Gloria and resolve all of her concerns they were repeatedly unable to replicate or identify said concerns. So at this point, we have done everything we can to accommodate Ms. Cook and as far as we are concerned this matter should be closed on our end.

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