Complaints

This profile includes complaints for Wilhelm Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wilhelm Automotive

  1201 S Alma School Rd Ste 14000 Mesa, AZ 85210-2096

• 

  Wilhelm Automotive

  29233 N Cave Creek Rd Cave Creek, AZ 85331-3253

• 

  Wilhelm Automotive

  3900 S Estrella Pkwy Goodyear, AZ 85338-3617

• 

  Wilhelm Automotive

  5211 E Thomas Rd Phoenix, AZ 85018-8001

• 

  Wilhelm Automotive

  13973 W Indian School Rd Litchfield Pk, AZ 85340-4624

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:11/29/2024

  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.

  We initially brought our '66 Chevelle to ******* off ********** in ********, ** mid Sept 2024. The ** needed repair. It was noted during repair the radiator and pulley system could use updating. With the vehicle being so old we concurred and brought it back a week later. They towed our car to *** in ******** with an estimate completion date of 2 weeks. A $1000 deposit was put down at Wilhems Auto in ********, ** Oct 3, 2024. ******** was our point of contact at ******** 6 weeks later the car was ready for delivery to Wilhems Auto. *** noted the ** was not working properly and needed charging/repair. Wilhems received the car around 20 Nov. We asked ******** to take a look as his guys did initial work on **. ******** stated over the phone they missed one line when diagnosing and would do repair. We were told they would cover cost of labor but we would need to pay cost of freon since the original issue was misdiagnosed. Seemed fair. Nov 25 we picked up our '66 Chevelle. No walk around was done nor was a proper receipt given for complete breakdown of charges. Once the car was brought home we noticed scratches to 3 panels, inside of interior was filthy, and a charge for labor to fix the ** a second time. None of the damage was present when dropping off vehicle in Sept or Oct. Vehicle was in pristine condition. ******** at Wilhems and **** at *** were contacted about damage. Both were receptive and stated they would come up with a plan to fix scratches and detail interior. So far we have no plan. We contacted customer service **** and spoke with ***** Nov 26, day after receiving vehicle. Our concerns were heard, pictures were sent, and still have no resolution. We would like our money back for labor on second ** fix, $182.33, and to repair scratches on vehicle.

• Initial Complaint

  Date:11/15/2024

  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.

  Took my car into the shop and received it back with a new hole in the driver's seat. Poor customer service and nothing done to resolve issue.

  Business Response

  Date: 11/19/2024

  To Whom It May Concern,

  ******* entered our facility at 07:59 on 11/02/24. ******* requested an oil change and battery check on her 2014 ******** CTS. We found that the battery failed the load test upon inspection and the client elected to perform suggested services. Services were completed and client paid for services and picked her vehicle up at 14:19 11/02/24

  Around an hour later (as remembered), the client had called and spoke with ***** ******* from a car wash. Using phone number **************.
  Client stated that we gouged her seat during services, and it was found while at the car wash. 
  Spoke with client via phone conversation at 13:46 11/14/24 number- ********************* reiterated that the seat had not been in this condition prior to services, she also reiterated that the seat condition was found at the car wash. The client confirmed that no oil or grease was found at location nor in surrounding areas. I mentioned to the client that the condition does not look like something that could have been done at our facility with the services performed. I informed the client that my technicians do not carry pocketknives, nor equipment in their pockets, nor wear belt buckles. When zooming into the picture and seeing the condition I can state with absolute confidence that it was not a knife that caused this. With there being no "flap" of leather, it was not dragged over as if something was in a technician's pocket and was dragged across the seat when sitting in the vehicle. With the location; the thighs of an average human being would be centered over the location while in a sitting position. This condition was not noted prior to service, nor any picture taken. When speaking with the technician that performed the services, he states that nothing was in his pockets at time of service, nor did he perform any interior services to vehicle at time of service.

  Sincerely,

  Sun Auto Customer Care

  
  

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair 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.

  I went into your Willhelm location on ************ on Thursday, July 11th. I went there after getting tests done stating that my alternator was bad. The reason for my testing was that I was having trouble getting my car to start. I went in there and they said that they would be unable to fix it until Saturday the 13th. They call me halfway through the day and tell me that its just a bad battery and that the alternator tested fine. This does not make any sense to me based on how an alternator works. They refused to change the alternator. On top of that, they threw out my battery and I was forced to buy the battery that they had placed in my car without my consent. Upon leaving your shop, I went to two other auto stores. Both of their test read once again that my alternator was bad. Two days later on Tuesday the 17th my battery light comes on. I go and get a test done and my battery is at 44% And my alternator was still testing bad. After a tow, I was finally able to get a mechanic who replaced the alternator for me. They showed me the alternator reading which I have a photo of and it certainly was out of the range. It was below the 13.8 to 14. I am very disappointed in my experience with your company and your lack of integrity. I went in for specific issue. You wouldnt take care of it and it caused me much distress that could have been avoided. You either have a bad alternator test or and incompetent mechanic. I am requesting a full refund of my battery for $199.57. ****** was so focused on why he had earned our business. He lost it when he he allowed work on my car to be done with out my consent. Please make this right.

  Business Response

  Date: 07/23/2024

  To whom it may concern, 

  We have contacted *******, and a refund is being processed as per their request.

  Thank you, 

  Sun Auto Customer Care

  Customer Answer

  Date: 07/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair 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.

  To whom it may concern,I am addressing you today over concerns about my several frequent visits to my local Wilhelm Auto Repairs shop in ******, **. My car has become increasingly worse after each visit. I originally went in to get a minor leak from the transmission and an overheating issue repaired on 2/23/24. The overheating issue was resolved, and they told me the leak had been fixed. I was told the leak was from the front left CV axle assembly. I immediately drove the short distance home and discovered it was still leaking transmission fluid and now oil. I had never had an oil leak before, so this was new.On 3/23/24, I took my car back to find the source of the leak and to get my window fixed. I returned it to the shop and they told me the transmission line was not seated properly in the radiator. They also told me the oil cooler line needed to be replaced to stop the oil leak. It cost $671.43. When I took the car home, the transmission line was fixed, but the oil leak was worse.On 4/03/24, I took the car in again because they still did not fix the oil leak. They said I needed an engine oil pan gasket. I picked it back up on 4/12/24. It cost me $778.25. I drove it home and it was still leaking oil.I took it back on 4/13/24 to get the oil leak fixed again. This time, it did not cost me anything but time and inconvenience, but the oil leak was still not fixed.So, in total, my car was away for twenty days, and I have spent $1,449.68 on repairs only pertaining to the leak that was never fixed, and made worse.

  Business Response

  Date: 04/26/2024

  To Whom It May ***************** are in direct contact with the customer, and we are currently working with the customer on resolving this. We are confident we have come to a proper resolution with the customer. 

  Sincerely,

  Sun Auto Customer Care

• Initial Complaint

  Date:04/25/2024

  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.

  April 8, 2024 thru April 25, 2024 My ************************ the care of Wilhelm Automotive, at 6020 w, Thunderbird for a electrical problem with flashing hazard lights ,and a A/C, and Radio that quit working. They took the repair on and I quickly, was suspicious of of the lack of there lack of knowledge, the way they answered my questions, and with many excuses for not completing the repair in a timely manner. They gave me , a written estimated of $1100. They quickly added parts and labor and the cost of additional Dollars. I question there honesty. On April 25 they called and said come pickup your car. I asked if the car was repaired and there answer was come pickup your car. With no explanation i picked up the car and found that the last part ordered was was wrong. The women employee at the front desk gave me my the info on what I owed ( she never gave her name slowly enough to understand and **** the crew manager explained what the problem was in technical terms , that i could not understand. I can HONESTLY say , this is the worse nightmare of a car repair in my life. And I would like to add , they took advantage that I was a senior.Sincerely ***************************

  Business Response

  Date: 05/04/2024

  To whom it may concern,
  
  Thank you for bringing this to our attention. We are currently investigating the matter and will provide you with an update as soon as possible.
  
  Thank you for your patience,
  Sun ******************

  Customer Answer

  Date: 05/17/2024

  I would like to have Wilhelm Automotive reimburse my $ ******* for work not completed, ASAP. 
  Sincerely ***************************

  Business Response

  Date: 06/15/2024

  To whom it may concern,
  
  Our position on this matter has not changed. The prior response we provided to you is still valid.
  
  Thank you, 
  
  Sun ******************

  Customer Answer

  Date: 06/17/2024

  I *************************** in regards to my position on Complaint #******** continues
  to be the same . A refund of $1400.00 for work not completed by Wilhelm. I had to take my car to ****************************** to complete the work that Wilhelm could not perform and was billed and paid for on May 5, 2024 for the amount of $2172.03
  ***************************

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair 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.

  On October 16, 2023, I had my car towed to Wilhelm Automotive, and was charged ***** to have a new starter put in. On February 25, my car wouldn't start, so I called the establishment and asked if they would honor the 24 month warranty. After paying a tow bill of $228.06, I was told that the starter wasn't the issue, and that I needed to spend $3,000 to fix the issue. I did my due diligence, and decided to pay an additional $150 to have my car towed to ********* who installed a new starter for $395.50. They also allowed me to record a video of the faulty starter that Wilhelm Automotive installed; showing me what the problem was that was also causing damage to other parts in my car.

  Business Response

  Date: 03/07/2024

  To Whom It May ***************** are coving the customers tow bills, as well as the ********* repair bill for her February complaint. This complaint is due to a diagnostic process that proved a situation that was not present. The proper corrective action was covered under our warranty from previous services back in October of 2023. The client never gave proof from *********, and we also have a copy of their inspection report. 

  Sincerely,

  Sun Auto Customer Care

  Customer Answer

  Date: 03/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** Prayer
  
   
  

• Initial Complaint

  Date:09/08/2022

  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.

  On 7/13/2022 took my 2012 ****** Tacoma in to have A/C inspected and repaired. Told front desk that A/C would only blow on high setting, that it makes a rattling or buzzing noise while on, and that it was not blowing cold air, only warm air. Picked up on 7/18/22, A/C still only worked on high and made rattling noise, but colder air was blowing. Air from A/C gradually became warmer to the point I now sweat in my car while driving. Called Wilhelm 9/8/22 to let them know that car was back in original condition and most repairs were never made, and A/C had blown cold for 6 weeks and was now back to warm. Representative of company was rude, abrasive, and blamed me for not communicating blower motor issues clearly enough. Told me "this happens" and said I could bring it back in for further repairs, even though I spent over $600 the first time to have this work done. Told Wilhelm I wanted all the work done correctly. Was told to bring my truck in 9/8 or 9/9, agreed, and company rep hung up the phone. They billed me over $600 to fix none of the issues that I wanted fixed. I will now have to have all repairs made again by another company.

  Business Response

  Date: 09/15/2022

  September 15, 2022
  
  Better Business Bureau
  1010 ***************.
  *******, ** 85014
  
  RE: Case No. 17934712
  ***************************
  
  To Whom It May ********************************************************************************** We contacted ********************** and he brought his vehicle back into our facility on September 8,2022.  The vehicle had a refrigerant leak that we repaired under warranty at no charge to **********************. We also replaced the blower motor/resistor in Mr. ********** vehicle at a discounted rate that he agreed to.  We have reviewed the recordings of the phone conversation and our service advisor was very thorough and professional throughout the entire conversation. ********************** did indicate to us that he was upset over the blower motor/resistor when he filed this complaint and he slightly overreacted to the situation. ********************** was satisfied with his repair when he picked his vehicle up from our facility on September 13, 2022.
              We thank you for your time and attention in this matter. If you should have any further questions or concerns, we ask that you contact ** directly.
  
  Sincerely,
  
  
  ********** ******
  Market Director
  Wilhelm Automotive

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair 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.

  Dropped a VW Passat off at Wilhelm Automotive on happy valley rd for an oil change. After picking up the vehicle and driving it home, we parked it in the driveway. A few hours later we go to leave and notice all the oil has leaked out of the car all over the driveway. The car needs to be repaired as well as the driveway needs to be professionally cleaned or whatever is needed to clean the mess and remove the large stain.

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  Better Business Bureau
  1010 ***************.
  *******, **  85014
  
  RE: Case No. 17777366
  *********************
  
  To Whom It ************************************************************************************************** vehicle was repaired at our facility on Friday August 26,2022. We replaced the defective drain plug gasket and returned Mr. ******* vehicle to him the same afternoon. Then later that evening our store manager and lead technician for this facility drove to Mr. ******* residence and personally cleaned his driveway.Our district manager also reached out to **************** today August 29, 2022 to confirm whether his driveway was sufficiently cleaned to his standards. *************** indicated to our district manager that his driveway looked good and did not require any further cleaning and he is satisfied with the outcome of this unfortunate incident.
              We thank you for your time and attention in this matter. If you have any further questions or concerns, we ask that you contact ** directly.
  
  Sincerely,
  
  
  ********** ******
  Market Director
  Wilhelm Automotive

  Customer Answer

  Date: 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 would be satisfactory to me.  The store manager **** went above and beyond to resolve the issue. Im very satisfied with the result. Because of his actions I will continue to be a returning customer. 
  
  *********************