Jay Wolfe Toyota of West County

Jay Wolfe Toyota of West County responded

Hello Jessica, I really wish we had an opportunity to speak with you before you submitted a review, so we can clarify a few things and let you know exactly what happened, which is partly explained in one of the three emails I sent you. Your son came in for an oil change and he said that he had damaged one of the wheels and he needed it repaired. Matt had already submitted a claim for the wheel and was waiting on approval before he suggested any of the recommended maintenance. Matt never used the words required, he only said recommended. Another advisor who sits next to Matt heard the conversation as well as I did and that was exactly what he said. The advisor also asked your son twice to call you for approval especially when your son said that he was going to call you. However, your son said, “No it’s fine go, ahead and proceed with the work I have another credit card to put the charges on.” I can assure you that no one in our dealership or our Service Department takes advantage of any customer; after all, we are the most awarded dealership in St. Louis, top five out of a six-state region, and continue to be the leaders in St. Louis over the last 8 years. So your comments couldn’t be further from the truth; that’s not how we operate. We are a very ethical dealership and our team works diligently each and every day to treat every customer (potential, current, and future) with dignity, respect, and transparency which is how we were awarded the business of the year award from the chamber of commerce. The minute I saw this review, I called you and sent you an email; however, I haven't heard back yet. We care about every customer and we want to make sure that everyone is happy and satisfied with their service. We do things differently here than any dealership in the country, we have a complementary bistro with a large variety of drinks, snacks, and food. We have a complementary 4-year of maintenance with free oil changes and tire rotations on new vehicles as well as two years on pre-owned cars, not to mention other promotions throughout the year which include a 7-day resort trip with a vehicle purchase. We do and give more freebies to our customers than most dealerships around the country. Below are the services that were performed on the Camry which is about 3 and half years old with little over 30K miles. And another thing to be clear, there is no such thing as free lifetime wheel alignment. The TRD wheels have nothing to do with a lifetime wheel alignment and I have been here for the last 17 years. Tire Rotation required every 5K was covered by Jay Wolfe Advantage which was complementary. Tire Balance recommended every 15K 1st time being done. Alignment recommended every 15K 1st time being done plus was out when it was checked on the drive with our high-tech touchless alignment machines. Engine air filter recommended every 15K 1st time being replaced. Fall and winter protection includes testing battery installing battery anti-corrosive disc on battery terminals installing coolant/antifreeze conditioner to increase antifreeze effectiveness and fuel system dryer and conditioner recommended every winter 1st time being done. Air Fuel induction system clean recommended every 30k 1st time being done. Brake fluid exchange recommended every 30k or 3 years 1st time being done. He could have waited on the air fuel induction system clean and the brake fluid exchange, they are highly recommended and very important to maintain the vehicle at optimal performance. It was recommended and your son approved the work and chose not to call you. We do want to help you out with a partial refund and want you to be happy, so please give me a call as soon as you can get a chance. Sincerely, Scot Dickherber Service Director 636-207-3912 SDICKHERBER@JAYWOLFE.COM

Jay Wolfe Toyota of West County responded

Thank you, Julie, for your amazing, detailed review. Nothing pleases us more than knowing our Sales Team was knowledgeable, friendly, efficient, and accommodating ensuring you repeatedly enjoy a pleasant and stress-free car-buying experience. Congratulations on your 2016 Toyota 4Runner. Our team works diligently to listen to our customers wants and needs to ensure they find the perfect vehicle. Let us know if you need any further assistance, we at Jay Wolfe Toyota of West County are always here to help.

Jay Wolfe Toyota of West County responded

Hello, I can assure you that is exactly the opposite of who we are and we do apologize that things didn’t work out, however, at Jay Wolfe Toyota of West County, we take pride in creating a five-star experience for our customers, which can be shown through our JD Powers Dealer of Excellence Award. We are disappointed with this review and we genuinely feel that we don’t deserve it, especially considering that we reached your target goal out the door price. Unfortunately, the Used Car Manager was off on Nov 9th, and you were headed out of town the next morning. It’s not an excuse, however, the new car manager who wasn’t aware of this deal could not make a decision or override the Used Car Manager since it was a loss on the gross side due to the fact that the Telluride was aging. It is also the reason why you were getting a great price and didn’t have much room to negotiate. So to be clear, you did not speak with any manager during your visit (which we regret), you only spoke with our sales consultant while here. However, one of our managers followed up with you a couple of weeks following your experience in an attempt to touch base and that was the extent of the interaction. Also, I should mention that each of our store managers has 10+ years of experience and was promoted from within. Each of them is well educated well spoken, respectful, and treats customers with transparency and courtesy. As a result, it is shocking to us that you would describe the most advanced and well-awarded dealership in the state of MO as such since we are the complete opposite and work hard to make sure that is clear to every customer we interact with. I am not aware of any dealership that has a complementary bistro with breakfast, lunch, and an array of free snacks and drinks. We offer 4 years complimentary maintenance on new cars and two years on used cars as an additional value. I can really go on and on describing what we do here and for our community including, first responders, schools, charities, firefighters, and law enforcement agencies. We read all the notes and the texts from the salesperson you worked with and as I mentioned earlier, the deal really should have happened. Your truck is going on 13 years old and we didn’t plan on keeping it due to a few concerns, including some rust and not limited to the condition of the paint on the truck's roof. The truck was very dirty when we inspected it here and the paint appeared to have tree sap and or oxidization upon first inspection and we were unable to tell what we were looking at as a result. My appraiser/buyer is very diligent with his appraisals and is always careful in the attempt to prevent our getting stuck in or hurt by missing significant vehicle issues during our appraisal process. After all, our dealership currently has over $120,000 in negative equity across many of our trades/purchases due to market price dropping significantly over the past 4 months or related to other mechanical issues that were not detected at the time of appraisals which is exactly why we were selling this pre-owned Telluride at a loss. The bottom line, this deal should have happened and it didn’t have to be complicated and some of that was on us, however no bad intentions whatsoever. I feel timing and communication were deterring factors in this case. Congratulations on your purchase and hope to make it up to you in the future. Sincerely, Management team 636-207-3926

Jay Wolfe Toyota of West County responded

Hello, I know we spoke already and we have taken care of you just shortly after. As I mentioned before, we would never want to inconvenience our customers - your satisfaction is our top priority. As shown by our JD Powers Dealer of Excellence Award, we strive to provide unparalleled service - we go above and beyond for our guests! I spoke with your advisor William and he did tell me that he called you twice, however you were in a bad signal area that day at a festival. I know he should have called you again and possibly texted you just in case. Again, we do apologize for the inconvenience and delay that this may have caused you. The advisors have been addressed and the last time you and I spoke, you were happy and satisfied. Please reach out to me should you have any more concerns or questions. We care deeply about your experience and truly value your business! Sincerely, Scot Dickherber Service Director 636-207-3912 SDICKHERBER@JAYWOLFE.COM

Jay Wolfe Toyota of West County responded

Hello! Your feedback is important to us here at Jay Wolfe Toyota of West County and I would appreciate the opportunity to speak with you to address your experience with our finance team. Please email me with your preferred contact information. Thank you, Sincerely, Mike Wania Sales Manager 636-207-3922 Mwania@jaywolfe.com

Jay Wolfe Toyota of West County responded

Thank you for sharing your feedback about your service experience! Our outstanding business practices, superior selection, and top-notch customer service make us stand out from the competition. We go above and beyond for our customers! We are also proud supporters of our community schools, law enforcement, firefighters, and charities. We appreciate your business and look forward to seeing you next time!

Jay Wolfe Toyota of West County responded

Thank you for your time and email back to me, as I mentioned in my email that the technician made a mistake by not creating a new multi-point inspection form and didn’t communicate that with the advisor which is why the advisor was going with the old MPI from Dec. This is very highly uncommon and the technician who has been here for several years hasn’t done this before, however, he has been addressed along with the advisor. We really do apologize for any inconvenience this may have caused you, but at no point this was intentional, we only employ honest and ethical people. After all, we can’t be number one in service with the highest customer retention and the most awarded if we didn’t take care of our clients. I am reaching out and trying to make it up to you, so please contact me at your earliest convenience. Sincerely, Scot Dickherber Service Director 636-207-3912 Sdickherber@jaywolfe.com

FJ Guy responded

I will never come back to Jay Wolfe after today. The service writer was literally trying to get $3000 from me to fix things that were not broken. How can I just pretend that didn’t happen.

Jay Wolfe Toyota of West County responded

Hi Tay, We apologize for not being able to replace your tire at the time; we would never want to inconvenience our customers - your satisfaction is our top priority. As shown by our JD Powers Dealer of Excellence Award, we strive to provide unparalleled service - we go above and beyond for our guests and our community as we are the largest service dealership in St. Louis. You came in without an appointment for the first time to the dealership and you had purchased the vehicle from New York and we didn't have any records on you. The document you provided didn't have what we needed since we don't sell the product you purchased; we sell other products that are not through TFS. Toyota dealerships have a choice to sell whatever product they feel is best for them and their customers. So we called the dealership in New York three times, but they wouldn't answer; after that, we left a message to the TFS rep and couldn't get him on the phone at the time. Even the TFS tire and wheel program is through a third-party company called Safeguard and not directly through TFS. We have attempted to help you out, but because you assumed that we sold that product, you felt that we didn't which is not true. You then gave us multiple bad reviews disrespecting and insulting the assistant manager and the advisor with your crude comments below. I have never seen a reaction from a customer like this in my 27 years of being in this business. We can't be the most awarded dealership in St. Louis and service over 3000 customers every month, provide complimentary food and drinks through our bistro if we didn't do the right thing. Sincerely, Scot Dickherber Service Director 636-207-3912 SDICKHERBER@JAYWOLFE.COM

Tay responded

By looking at Jay Wolfe Toyota's response, 1. I'm so disappointed because this person who replied here also started Lying by saying I didn't make an appointment. which is untrue. I made the appointment and I came in like 5-10 minutes earlier. and looks like this person is not here to resolve the issue. instead, he's defending his manager who had " 12" years of experience (12 years is a long time to learn about Toyota warranty products). He told me he doesn't know what was it even after seeing the receipt with my name, address, and Warranty info on it. it is even on TFS website. I contacted TFS right after leaving the dealer with no issue and verified my warranty is still active. 2. This gentleman here who replied to this review is also lying by saying I left without waiting for another TFS person's verification to be done. but sir, don't lie please. or if you lie, do your homework first. Because the manager did come back to me actually saying it is for mechanical issues only, not for tires. This is a joke since on the receipt. it is printed: Tire and Wheel protection plan 6 for years. ask him again. 3.He didn't say Jay Wolfe doesn't sell products like you are saying here. Instead, he said he doesn't know about this warranty. So at this point, I am super disappointed. don't expect someone to respect you when you disrespect them. and please don't reply to a comment when you are angry/get frustrated. You seem very defensive. I get that. it doesn't matter how big the dealership is. I am sure not all Jay Wolfe is bad. but when you start defending yourself when you disrespected a customer, that says a lot about the dealership. What matters is even if you can't provide some service to the customer, at least explain the situation. don't just tell them you can't provide the service just because you don't know about the product. Also, when customers are talking, don't open the door indicating " Leave now". it is very rude and I was patient until that point where I said " it is ok, I will just take it to another dealership". right before I finish my words. the manager who has 12 years of experience just opened the door in the middle of the conversation. as I said. do your homework before lecturing me here. Again, I am very disappointed with this reply from the business. it shows that they didn't investigate the issue further. instead, they're here to argue. what can I expect more? I will not visit this Toyota again. Sincerely,

Jay Wolfe Toyota of West County responded

Thank you for sharing your feedback about your recent sales experience! Our outstanding business practices, superior selection, and top-notch customer service make us stand out from the competition. We go above and beyond for our customers! We are also proud supporters of our community schools, law enforcement, firefighters, and charities. We appreciate your business and look forward to seeing you next time!

Jay Wolfe Toyota of West County responded

Hi Robyn, Thank you for taking the time to write your review and mention your time with people on our Finance Team! As shown by our JD Powers Dealer of Excellence Award, your satisfaction is our top priority. We are proud to provide our customers with an experience like no other. Please let us know if there’s anything else we can do for you. Congratulations on on your vehicle!