Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximatelt 11-19-24 at the recommendqtion of corporate Toyota through my warranty had my unable to start toyota tundra and myself towed to Wolfchase Toyota.Toyota told me to ride with their Tow truck driver as a "covered under warranty"rental would be provided through my additionally purchased platinum warranty.Wolfchase is approximately 45 minute drive away.Upon arrival at the service department I was helped by ****** ***** I believe:******"She informs me that in order to get the covered rental it would be after 48 hours for them to figure out if repairs would take longer.Took 17 ******* I was about to hitch a ride back home with tow driver to avoid rental fees I was again informed the rental would be reimbursed through warranty.I again contact Toyota coporate.They call Wolfchase and **** me a rental presumeably under warranty as I did the walkthrough and initialed vehicle condition checkpoints and was sent on my way.After 8 days they suggest battery of which was already tested good.Agreed to battery replacement(wasnt the problem).Another week of failed diagnosis I get a call saying ot was fixed by an absolute jerk of a manager saying I owe $1630+ for the rental and repairs I NEVER authorized nor knew wasnt under warranty.Faced with continued rental charges,storage and potential theft of their rental if not returned.I return immediately,pay them for repairs I never agreed to all the while WOLFCHASE TOYOTA offering the excuse of they are Penske not toyota as a reason they didnt so much care about what corporate toyota was telling them.WOLFCHASE TOYOTA will absolutely rip you off for any loophole they ******** seemingly need a lawyer to go over all paperwork with ******* never have taken it to them if not for coverage I was assured multiple times I had.

  Business Response

  Date: 12/13/2024

  ******** purchased vehicle in ********. The failure of the vehicle is due to aftermarket stereo wires running to ignition switch. It was either done before the customer purchased the vehicle or customer had it installed. The customer's girlfriend approved all of the work with the advisor. Customer's issue with the vehicle was not a manufacturer defect so the repair and the rental was not covered under warranty. The dealer paid 6 days of rental and the customer was responsible for the rest. 

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late September of 2024 I put a deposit down for a 2024 Toyota 4Runner TRD PRO. I paid $500 and was told I would be contacted when my truck came in. They showed me a sold ticket with my name and the vehicle on with a vin number. I checked back several times and was told it had not came in yet. I turned down other offers from other dealerships because I had a pending deal with them. On October 7th I drove the lot and saw the vehicle on the lot. I check the vin at it was the same but it was labeled sold to someone else. I contacted the salesman but didnt get a straight answer. A spoke with a sales manager that said she was sorry. She asked me a few questions and said she would check on some things and get back with me. She also said she would refund my money if she couldnt find anything to help me. The salesman said they have a list of people and I wasnt at the top of it. I would be fine with that if thats what the original deal. They told me that once I made the deposit that vehicle was on hold for me. The company is basically taking deposits for vehicles that they dont have and thats fraudulent. The salesman tried to talk me into waiting on a 2025 but that is not what I wanted or reserved. Now that its so late in the year I cant find another one of these vehicles. This business is a perfect example as to why people hate going to car dealerships.

  Customer Answer

  Date: 11/10/2024

  I was uploaded another picture. I will add just to be clear that I was told I had reserved this vehicle and was not on a list. It is fraudulent to take deposits from multiple people for one vehicle.  

  Business Response

  Date: 11/11/2024

  When Mr. ****** came to Wolfchase Toyota in September 2024, we took a $500 good faith deposit and put him on a list of when and if we get any 4Runners. The vehicle the customer saw on our lot was reserved for a customer who has been on the waiting list for 6 months. 2024 4Runners are very hard to come by because of the production of the 2025 4Runners. We still have not received any 4Runners that match the customer's specifications so if he would like to get off the list, we can refund him his deposit back. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22531468
  
  I am rejecting this response because: I was told I had reserved a vehicle if I gave a $500.00. I was never told that this was any chance I would not get a vehicle. I would never have put a deposit down with no vehicle attached. They told me congratulations on the new car and they would call me when it came in. This is a fraudulent practice to get someone to to put a put a deposit and it not be a vehicle attached. I was lies to and it kept me from accepting another vehicle from another dealership. I believe this is setup this way to get the buyer to d9 a deposit then offer the buyer something else like I was offer to wait on a 2025. It's the principal of the lie and there was really no effort on their part to correct their fraudulent procedures. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/11/2024

  ***** ****, Sales Manager, has left several messages for the customer to call him back regarding this issue and the customer has not called back. Again, if the customer would like his deposit back, we would be happy to refund him the money or he can stay on the list and if we get any of the 4Runners he wants, then we will call him and let him know it is here, 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22531468
  
  I am rejecting this response because:  I was told I had reserved a vehicle if I gave a $500.00. I was never told that this was any chance I would not get a vehicle. I would never have put a deposit down with no vehicle attached. They told me congratulations on the new car and they would call me when it came in. This is a fraudulent practice to get someone to to put a put a deposit and it not be a vehicle attached. I was lies to and it kept me from accepting another vehicle from another dealership. The point is that I was lied to and the the dealership didnt do anything to rectify it.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/11/2024

  We apologize the customer is still not satisfied. We took the deposit in good faith Toyota Manufacturing would produce more 2024 4Runners the customer is interested in purchasing. Again, we would be happy to refund his deposit back or he can continue to stay on the list and if we get a 4Runner he is interested in, we will call him to let him know he can now purchase the 4Runner. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22531468
  
  I am rejecting this response because: I was told I was getting the 4Runner that they got in. I was even given the paperwork with the vin number when I gave the deposit. Dealerships know how many 4Runners they have coming in. Everyone they were getting was listed on their website. Ive talked to other dealerships and they said what Wolfchase done to me is bogus. Had they to me in the beginning that their would be a chance that I wouldnt get a vehicle of that I was on a waiting list I could have purchased the same vehicle from another dealership. The told me a lie and afterwards they said they would check other dealerships and work with me but they didnt. I sure they do this to people all the time and then talk them into buying something else. This is a fraudulent practice and I was the victim. They dont want to take accountability. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/11/2024

  We have tried to reach out to the customer several times to explain the process but have not been able tor reach him on the phone and we have not received any call backs from him about this issue. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22531468
  
  I am rejecting this response because: I have not been contact since I talked to the salesman last week. If they had called I would have answered or called them back because Im working. I am disappointed that a supervisor didnt reach out and try to make the deal right. I was explained the process when I put the deposit on the vehicle I was promised. I was told they were going to reach out to other dealerships and try to fix this situation but the very next day I was told there was nothing else that can be done. I dont appreciate more lies I dont have any missed calls from this company. This is why I wont trust or accept just a fake apology I am well versed on how 4runners have been allocated to car dealerships. This is why I know they didnt take my money on good faith. They took it knowing that they did not have another 4Runner coming but they lie to me and took my money in hopes I would be ok with the excuses and purchase something else.

  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 11/11/2024

  I want to to make sure Im clear. I have not recieved any calls from Wolfchase Toyota to my phone ************. This company continues to lie. Also Ii recieved a message from the salesman prior to this complaint saying Wolfchase Toyota was sending me a refund. So Im confused as to why they are saying I can stay on the list until a truck possibly comes in or be issued a refund. This company cannot be truthful. I was never told I would be put on a list. I was told I was getting a truck. They gave me the paperwork with the vin. They just take money for deposits knowing there will not be a vehicle to fulfill the purchase. 

  Business Response

  Date: 11/22/2024

  We refunded the customer's $500 deposit on 11/08/24. 

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22531468
  
  I am rejecting this response because: I do not agree with the way I was treated. I made this complaint. I entered into an agreement with Wolfchase Toyota. They didnt honor it.  I filed a complaint with the BBB and Toyota. This deal costed me a chance at getting a vehicle I wanted. Yes the company gave me a refund but did nothing to rectify treating a customer bad. I assumed they would attempt to make things right but they didnt. Maybe sale me a different car but  that wasnt the plan.  Today when I spoke with them I was threatened that they would sue me for defamation of character because I filed complaint on something they admittedly did wrong. The talk I had with the manager ***** today showed me that the customer means nothing to him. Yes the refunded me my money but this company did nothing to fix the problem or make me even feel that they cared.  
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 11/23/2024

  I just want to be clear. I rejected the response from Wolfchase Toyota. They advised me that they were fine with the negative complaint. So there will be no other effort to satisfy finding me a vehicle rather it was a 4Runner or something else. So there will likely not be anymore correspondence between Wolfchase Toyota and I. 

  Business Response

  Date: 11/25/2024

  We tried to reach out to the customer several times but the customer does not return phone calls. ****** the Sales Manager, left the customer a message about a week ago to let him know we had another vehicle he might possibly be interested in but the customer did not call back and that vehicle has been sold. The customer is welcome to go to another dealership to see if they have any vehicles he would be interested in purchasing. We will no longer be able to assist the customer in the purchase of a vehicle.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22531468
  
  I am rejecting this response because: The reply that was made is not the truth. This company never left me a message of any kind about this complaint until last Friday.  When I got the message I called. Instead of offering and type of assistance the sales manager ***** called To scold me about making a complaint. I was never offer to look at any vehicles or an apology. I ended the phone conversation because he said that if I continued to complain on social media that he would get me charged with defamation of character. Instead of just admitting that I was done wrong this company would rather lie. I will attach the picture of the text messages and phone conversations from ***** that they said did happen because I would response. I wouldve closed the complain if this company wouldve just been honest and a least acted like the cared about me as a customer.  

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a 2023 toyota 4 runner and while in the finance office we were sold a tire and wheel protection package a windshield replacement package as well as a Intier and exterior cosmetic replacement package. we were sold on the packages with lies about what it would cover the first failure came when my wind shield was cracked not covered because it wasn't a act of god? i was told it would be covered for anything, the paint protection plan would cover any door dings or scratches the finance lady told us that that's what it was for. Wolf chase toyota at a minimum uses un savory sales tactics"bald face lies." and everyone should steer clear the ********************* is a joke and the entire sales team should be ashamed of them selves.

  Business Response

  Date: 07/03/2024

  The customer did not purchase a windshield replacement warranty or a warranty that covers scratches. His warranty covers Paintless Dent Repair and Windshield Repair. I attached the contract the customer signed. 

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Wolfchase Toyota because my car tires were not looking good and the battery wasn't functioning. The service manager told me that they replaced the tires and replaced the battery charging me $1,100.00 for the replacements. The receipt says that they replaced the front tires on Tuesday June 04, 2024, but I have a flat or extremely low pressure tire on the front tire as shown in the attached picture. It clearly doesn't look like a new tire. I need a refund or replacement of the front tires. I followed up with Wolfchase Toyota regarding the poor service, but I have not heard anything back other than coupons for future service.

  Business Response

  Date: 06/19/2024

  The customer came in on 6/3/24 for a LOF and Rotate and Balance. Upon completion of the technicians inspection, he notated the front 2 tires were at 3/32 and needed to be replaced. Customer approved to have the front 2 tires replaced. The 2 new tires were replaced but rotated to the back. So when the customer stated he had low tire pressure or a flat, it was not a new tire since the old tires were rotated to the front. The customer returned on 6/10/24 and purchased another new tire to replace the front left tire. Now the customer has all new tires except for the right front tire. All the new tires come with a Road Hazard insurance. 

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to buy a vehicle a 2022 Toyota Rav 4 VIN: ***************** The vehicle was listed for $28,192. I called the business and attempted to purchase the vehicle. The sales person ****** stated he would talk to the manager and call me back. I called back and he stated that the vehicle was put up for the wrong amount and they would not honor it. Tenn code 45-2-1720 states that is false advertising. I then told the manager I would purchase at the advertised price and they declined.

  Business Response

  Date: 06/19/2024

  This Rav4 has been sold at correct price. Everything was explained to ******************** when he inquired about the vehicle. Vehicle was traded for and incorrect miles were inputted causing an incorrect AI generated price online. 

  Customer Answer

  Date: 06/19/2024

  This is an outright lie, they told me on the phone that they simply put in the wrong price. It was never explained to me that the computer did it as a result of incorrect mileage. As a business wouldnt it be more prudent to admit to your mistakes and move on instead of continuing a lie? You violated the law and blamed it on a computer. I reject your response, as it is a lie. 

   

   

   
  Complaint: 21797734
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/19/2024

  We apologize the customer is still upset about this issue. We did not lie to the customer. We do not make it a practice of explaining to customers how our business works. So when the sales person informed the customer the vehicle was put up for the wrong amount, that was the truth.

• Initial Complaint

  Date:03/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************* Feb 26, 2024, 8:39PM CST Greetings, I purchased a 2024 Camry SE from Wolfchase Toyota on August 10, 2023 under false pretense *************************** the Finance Manager, ***************************** Service Manager, ******************* Internet Sales Manager, And the ********************* General Manager, in speaking with Wolfchase Toyota they made it clear to me that I don't have a warranty on my vehicle, on a service appointment 02,22,2024, I stated that the leaves are on my condenser and is making vehicle Engine stall and I have a crack windshield and scratches all around my vehicle, *************************** told me the interior and exterior damage addon that was a warranty I bought for ******* is invalid. Also, Toyota Corporate explained to me that I only have Toyota **** Services only to receive 2 free oil change for ****** miles. *** Toyota Corporate said that my 2024 Camry SE don't have a ***** to ***** warranty.Also, ************************* Finance Manager was trying to sale me a ******* key fob replacement along with ******* Interior and Exterior damage, but I later found out at *********************** Toyota That my Camry SE doesn't come with a remote start, After the Service Manager promise me that a software update would possibly fix the problem on my Sept 8, 2023, appointment. Then I spoke to Toyota Corporate about the remote start and they said thats the way the vehicle is made. So, I go back to Wolfchase Toyota to switch out my car that had only 2000 miles and I had already spoked with Toyota Corporate then Wolfchase Toyota told me to Call Southern Automotive who do all their work and get an aftermarket remote start, I told Wolfchase Toyota that would void my warranty if I put a third-party part on my new vehicle.

  Customer Answer

  Date: 03/27/2024

  *************************
  Feb 26, 2024, 8:39?PM CST
  Greetings, I purchased a 2024 Camry SE from Wolfchase Toyota on August 10, 2023 under false pretense *************************** the Finance Manager, ***************************** Service Manager, ******************* Internet Sales Manager, And the ********************* General Manager, in speaking with Wolfchase Toyota they made it clear to me that I don't have a warranty on my vehicle, on a service appointment 02,22,2024, I stated that the leaves are on my condenser and is making vehicle  Engine stall and I have a crack windshield and scratches all around my vehicle, *************************** told me the interior and exterior damage addon that was a warranty I bought for ******* is invalid. 
  Also, Toyota Corporate explained to me that I only have Toyota **** Services only to receive 2 free oil change for ****** miles. *** Toyota Corporate said that my 2024 Camry SE don't have a ***** to ***** warranty.
  Also, ************************* Finance Manager was trying to sale me a ******* key fob replacement along with ******* Interior and Exterior damage, but I later found out at *********************** Toyota That my Camry SE doesn't come with a remote start, After the Service Manager promise me that a software update would possibly fix the problem on my Sept 8, 2023, appointment. Then I spoke to Toyota Corporate about the remote start and they said thats the way the vehicle is made. So, I go back to Wolfchase Toyota to switch out my car that had only 2000 miles and I had already spoked with Toyota Corporate then Wolfchase Toyota told me to Call Southern Automotive who do all their work and get an aftermarket remote start, I told Wolfchase Toyota that would void my warranty if I put a third-party part on my new vehicle.
  Also, on Dec 18 around about 730am I stopped by Wolfchase Toyota for my 5000 miles appointment the bay was totally empty. The Service Manager ***************************** said they was back up busy I said I'm the only vehicle in the bay, he said 100 people drop their vehicles off this morning. So, *********************** I Call the same day and ask could bring my vehicle in for my 5000-mile service they said come on in. Then I Call explained the situation to Toyota Corporation and they open a Racial Discrimination Complaint.
  On 02-22-2024 I had made a service appointment for stalling of my engine because of a manufacturing defect that cause leaves to be trap onto the condenser which ***** into the radiator and engine. However, I asked to check my ******* on my Infotainment system and crack front window glass. The Service Attendance told me it's nothing we can do for you and your vehicle the leaves you have to figure that out and you already had your 5000-mile service. So, the Service Manager told me you got to learn how to fix your own vehicle, but I'm disabled. He then told me I only get to 2 oil changes and that's it. And because you asking to many questions, I'm not get those leaves off your condenser and leave before I call the Authorities.
  I would like my ********* back for the Toyota Camry SE, pain and suffering humiliation, Racial Discrimination, False Pretenses, Manufacturing Defective Product Liability, no warranty but Toyota **** Service 2 oil changes. Also, I have a 3min 40 second video of the Service Manager, emails of the Finance Director tell me I have no warranty.
  *************************
  **********
  ***************************** ZxsoSedjPsjsDaxZQcl
  
  Sent from *** on Android

  Business Response

  Date: 04/02/2024

  The customer has ********************** Care on his vehicle which means he would get 5 Tire Rotations and 2 Oil Changes. At his 5,000-mile service, he will get a tire rotation, 10,000-mile service he would get a tire rotation and an oil change, 15,000-mile service he would get a tire rotation, 20,000-mile service he would get a tire rotation and oil change and his last service at 25,000-miles, he would get his last tire rotation. Any other maintenance, the customer would be responsible for unless he had any issues that were covered under his warranty. The customer did not purchase an extended warranty when he bought the vehicle on 8/10/23. He only has the warranty that comes with every new Toyota purchase which is 3 years/36,000 mile warranty and 5 years/60,000 mile powertrain warranty.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21478828
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************;

  I willing to exchange my vehicle for Toyota or Lexus hybrid but not the Toyota Camry hybrid because of the recalls, either the 2024 25 Highlander hybrid limited or the Venza hybrid with Toyota ************** miles and Extended warranty for life of vehicle or full refund of my 2024 Toyota Camry and $900,000 open for negotiation 

  Business Response

  Date: 04/17/2024

  A refund for the vehicle ****************** purchased 8 months ago is not an option. He has the option to trade in his 2024 Camry for another vehicle. Toyota does not offer Toyota ************** miles or an Extended Warranty for the life of a vehicle.

  Customer Answer

  Date: 04/17/2024

  In response to Wolfchase Toyota my first complaint was with Toyota Corporate *****, ** at 1000 to 2000 miles, because of my Disabilities, However, Toyota Mobility filed a complaint against Wolfchase Toyota with a file number and a racial discrimination number and  suggested the Wolfchase Toyota exchange my 2024 Camry SE with another 2024-25 Hybrid SE or higher to accommodate my mobility needs, instead Wolfchase Toyota told me that ******************* ******************************************* Which is a third party Automotive Accessories Store that   Wolfchase Toyota outsource all of their business to on New Wolfchase Toyota Vehicles.

  In reading my 2024 Camry SE Warranty Manual that decision would void my Toyota warranty to have someone other than Toyota to work on my New Toyota Camry SE Vehicle, and Wolfchase Toyota said we know that.

  Once again I'm asking Wolfchase Toyota to respect me being a Disabled ******** Citizen, and accommodate my special needs at 1000 miles as requested through Toyota Mobility by Toyota Corporate *****, **.

  My 2024 Camry SE was made without a remote start, but Wolfchase Toyota said I had a remote vehicle date of  purchasing, that was a falsehood, however, replacement: 2025 hybrid Camry SE, 2024-25 Lexus hybrid 350 F Sport, 2024-25 Lexus NX 350H LUXURY, 2024-25 Hybrid Venza, 2024-25 Hybrid Highlander.

  Wolfchase Toyota can have their 2024 Camry SE back and a full total refund of $37,748.95 to my Southern Security ********************* along with $900,000

   
  Complaint: 21478828
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/24/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were there to buy toyota highlander back in August they didn't have any in their inventory and told us to to wait until sep. and deposit $ 500 and were assured by sales person what will be refundable. The vehicle arrive test drive it and we didn't like it AD the sales persons and the manager talk to us and we explained to them we didnt like the car they agree to refund us in 5 business days however we been getting run around since then I know AD is really wonderful trying to respond our concern I had to wait for my car to come in and he was so patient answering all my questions and keeping me informed. He wasnt pushy at all and I felt comfortable making my choice. He was helpful and went over all the details but some other stuff member do not honor their WORD

  Customer Answer

  Date: 10/30/2023

   
  Better Business Bureau:
  
  Thank you assisting me in this case now the dispute is settled and wolfchase toyota refund me the whole  amount
  Once again, thank you

  
  Sincerely,
  
  *****************************

  8700 bruinswick forest dr ***

  Memphis, ** 38133

  
  

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the car a year ago for building credit score purposes, because I wanted to buy a house, then I went back to the dealership to sell them the car they gave me the 20 days payoff confirmation letter we sign up all the papers they did sign up also, after a few days, they call me back, telling me to go grab the car because it was something wrong in the motor that I didnt know, now they want me to go back there and get the car, but my point is that I did agree and they did agree in a deal because we sign off all the papers now they dont want comply the deal, they wanna back out now. They even refunded the money without telling me nothing.

  Business Response

  Date: 08/23/2023

  ************** came in and wanted us to purchase his Camry. The Sales Manager drove the vehicle and made the customer an offer to purchase his vehicle pending the shop inspection. Upon inspection of the vehicle, the vehicle was found to have very little oil in the engine. The customer has an extended warranty so we called the warranty company to get an approval to have the vehicle repaired. The warranty company stated they will need documentation showing the customer has had regular maintenance and oil changes. The customer could not provide those documents so the warranty company declined the repairs until the customer provides the documentation. We are still interested in purchasing the customers vehicle once repairs have been completed. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20506001
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********************************

  nobody drove the car after few days because they call me after 2 or 3 days, now they are saying that they drove it right after i left it when that is a lie, because they should call me or at least let me know before i left the car. 

• Initial Complaint

  Date:03/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my car about 45 days ago with tire warranty. My driver front tire had a big knot in it, so I made an appointment to get my tire changed. The dealership claim my warranty does not cover knots. But the knot can explode and do a lot more damage than just needing a tire. I went to a pep boy to purchase a tire. The lady made me aware that the knot was so big it was going into my tread.

  Business Response

  Date: 03/15/2023

  ******************** purchased a Tire & Wheel Policy. However, this policy does not cover bubbles in the tires. Please see the attached for her Tire & Wheel Policy. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19595598
  
  I am rejecting this response because:

  I would like to be refunded for tire warranty 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/31/2023

  We spoke with the customer and she stated since the T&W policy still does cover nails and rim repair, she would like to keep the warranty. 

• Initial Complaint

  Date:09/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for a particular vehicle, and saw one on the website with an advertised price of $76,283. This price was MSRP plus a dealer addendum of $1899. I called the dealer, and they transferred me to a specialist on that unit. After talking to him, he sent me screenshots of the selling price, which was the advertised MSRP, plus $12,999. I confirmed that the vehicle listed on the website was the same vehicle listed on the screenshot with the exact vin number. After pointing this out, the dealer somehow went in and adjusted the selling price that was listed online. There was a clause on the webpage that stated "All advertised prices expire at midnight on the day of posting." This most definitely was not the case. It seems that this is a case of false advertisement, and a very shady move on the dealers part.

  Business Response

  Date: 09/09/2022

  *****, please know that all inventory is populated from initial allocation release and 90% of our and most dealers online new are not built or not at the dealership yet. The Tundra in question is still not built. Once it is and gets to us we will be accessorizing it with a lift, tires, bed cover, tint, ceramic coating etc.  If you read each vehicle has a disclaimer on the website. Please see below. 

  * Advertised price excludes tax, tag, registration, title, $799 document fee and dealer installed accessories. All discounted prices include all dealer discounts and all Manufacturer Rebates, if applicable. Manufacturer rebates may include Toyota ********* Services subvention cash and require financing through Toyota ********* Services with approved credit. Not all buyers will qualify. Non Subvention cash Manufacturer Rebates cannot be combined with any special APR's that are offered. All prices CAN BE COMBINED with Toyota ********* Services College Graduate or ******************** rebate on applicable vehicles when buyer meets eligibility requirements. Two programs are exclusive of each other and cannot be combined. See dealer for complete details.

  Thanks

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17936538
  
  I understand what statement you are making.  However, the accessories are not at all the issue in question.  The issue is that you had an advertised price online, which would be your top line price BEFORE accessories.  The accessories you install once the truck arrives at your dealership would then be in addition to that price.  Instead of doing that, your quoted price was your advertised online price, plus accessories, plus $12,999.  That is false advertisement.  I understand added accessories, but the additional $13k over your advertised price is the complaint, not the accessories.

   

  Sincerely,
  
  *************************

  Business Response

  Date: 09/21/2022

  Thanks for your response *****. Again this unit and the other one on the website are sold. We do add accessories once the units arrive consisting of wheels, tires, lift, etc. If you want to get on a list for one we can send you solid out the door numbers and if you agree are welcome to put down a deposit like all other customers and wait for one to come available. Thank You