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:06/28/2024

  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 took our brand new rv on a trip and while on the road we developed a few problems with it such as cable in the whole trailer would not work, had a constant leak in the shower, kitchen sink had a leak, refrigerator started leaking, and the rug under the the slide started reaping up and also the tongue **** would not work half the time. It has a short in it. We took it immediately back to wilder rv and it took them over 6 months to repair this meanwhile we had no access to it but continued to make our payments on it and in that time we lost the last 6 months of our warranty so if anything else goes wrong we are financially responsible for repairs. Also toilet was leaking. When we received the trailer back 6 months later it had mold growing in the sink from not cleaning it after testing it they just put the cover back on the sink with it still wet. We where not given any paperwork when we picked up the trailer and to this day still not given any. I have been making calls weekly to get a copy but have been given excuses such as computer down, printer down, to many reports to print so to this day we truly don't know what has been done. We are the type of people that we keep our paperwork to show what has been done. This is a sad deal that the dealership can't give you a copy of the repair slip. We would like an extension on our 1 year warranty to account for any more repairs, copy of what repairs where made and maybe a few months worth of payments because we had no use of the trailer.

  Business Response

  Date: 07/02/2024

  Spoke with the Loves, agreed that the paperwork should have been provided upon the delivery of the trailer back to the Loves.  ***** did send them a copy on Friday 6/28/2024.  The Loves do have a concern that the **** with sometimes not work, this discussed with ***** and moisture/condensation happens in the motor head of the ****.  Very common scenario with this style ****.  We have agreed that our team will provide a new **** assembly installed (different than the oem) our goal is to correct the issue not just switch it out with the same thing. Our appointment to do this is Monday 7/8 @10am. 

  Thanks 

  *************************, Wilder Auto and RV

• Initial Complaint

  Date:05/25/2024

  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.

  I dropped of my ********************* August of 2023 to diagnose what felt like slipping of the clutch or transmission which had been happening intermittently. They told me it would be a couple weeks because they had to take transmission/clutch apart to diagnose. Months go by, no calls from them, no call backs when I call to check in on it. When I get ahold of them they tell me they found some worn out parts in the clutch that will need replaced. Parts are back ordered. Months go by. I buy a used car to get me by, $5,000. After replacing parts they tell me I need a new starter. Back ordered, again. Months. I stop by shop on a whim, van is done, they say the brakes are making a noise while driving, probably just some rust, it should wear off etc. Ok.At this point I pay them around $6,300. I drive it (screeching brakes) to work, no slipping of the clutch on that drive. I leave work and on the drive home the tranny/clutch/whatever still has the same slip I brought it in for. Upon discovering it wasnt fixed I didnt drive it again and call them about it, Furious. They call me back, tell me to bring it back so they can see if they can fix. Upon dropping it off the same slipping thing was happening so I didnt turn it off and had ******* the service manager hop in so I could show him exactly what it was doing. He confirmed it was slipping. Fast forward to yesterday, the end of May, a total of 9 months at their shop, I call to check in on it (as usual no one calls to update me on their own accord) ******* tells me they cant get it to slip again while test driving it. They wont refund the money I spent on a repair that isnt fixed. Gaslights me on the terminology the service adviser used on the service description as if I wrote it and blames the slip on how I drive it. Heres the best part. The brakes..he says he really wanted to at least get that fixed for me for free. Now I apparently need a new caliper. ***** part, maybe from sitting for a year? Nah my fault

  Customer Answer

  Date: 05/26/2024

  I apologize. I need to change the dollar amount that I posted. It was actually $4,840.00. Ive had a lot of large expenses lately and was confused on the total. 

  Business Response

  Date: 06/04/2024

   

  ******************* 2014 Ram is equipped with an automatic transmission that uses an electronically controlled clutch assembly. Based on inputs to the computer, the clutch will engage and disengage as the car needs to upshift and downshift, just as a traditional automatic transmission would. 
  

  ******************* initial shifting complaint: Customer states the vehicle has a difficult time taking off and has a delay when the accelerator is pressed; if the customer cycles the ignition and starts the vehicle, then it drives normally.  R/O ******* 6/12/2023The technician suspected that the dual mass clutch assembly was worn. With ******* miles on the van, this would be a plausible diagnosis. The job was approved, parts were ordered, and repairs commenced on 8/21/2023 (R/O *******). Upon reassembly, the starter failed to operate, needing a replacement, which was also replaced. With parts delays, the vehicle was delivered back to the customer in April. 

  The customer retrieved the car after it was repaired and brought the van back within 50 miles, concerned that the issue with the transmission was still exhibiting itself, as was described on the first visit, our Service Manager, *******, went for a ride and felt what was happening as *************** manually shifted her automatic van. Other than that, we have not been able to duplicate this issue since that test drive. We have driven extensively using manual shift as well as the auto shift functions. We contacted Chrysler's technical helpline and described how the car was shifting; after some dialog back and forth, Chrysler's technical line said, "The car will exhibit an abrupt shift second or so (there is no time between shift value given by Chrysler engineering) If no codes are setting and shifts are positive at normal RPMs, then no further repairs are advised" Chrysler would like us to compare with another vehicle, we have not been able to do this, no like vehicle in our possession.  We understand her frustration and will make a repair if we have done something wrong; we will make it right. With the technician's notes, the tech line input, and our extensive test drives over the last few days (*************** has left the van with us), we are happy with how the transmission shifts.  All our work has a 12-month, 12,000-mile warranty. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21761371
  
  I am rejecting this response because:
  

  The service department appears to have taken a wild guess as to what may be wrong with the vehicle, ordered parts, replaced them, and a lot of money and time later the vehicle still has the same issue that I brought it in for.
  

  They did not refund any money back to me or offer to fix the now frozen caliper that was probably caused from sitting at their facility for 7 months. 
  

  I will not be returning to Wilder anytime soon and do not recommend them in any way. I have had many conversations about similar experiences with locals to this area and they agree that the service department is horrible, I have heard many horror stories. I originally brought the vehicle to Wilder because they are a Ram dealer and I wanted a mechanic that specialized in Ram Vans, I hoped it was worth the high hourly rate. What a joke. 

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

  Business Response

  Date: 06/12/2024

  We contacted ***************, she drove the van up and we experienced the issue.  We reached out to our district technical rep with Chrysler. He is out of town working in the mid-west.  He suggested that we pose this question to the Chrysler technician to technician forum.  Looking for a response that can help us identify the condition that *************** is experiencing.  As of this time we have not seen any responses. We will continue to work toward the solution. 

  When we drove the car together we both heard the brake squeak, As *************** and ******* (wilder service manager) discussed we will correct that squeak. We will work with *************** to get the van in and work on the brakes. 

  Thank you 

  *************************

  ************

• Initial Complaint

  Date:06/12/2023

  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 have a Mopar lifetime warranty that specifically covers lost key fob replacement. I was told my warranty did not apply to a replacement key I had ordered. I offered to show the service desk my warranty and they said they wouldn't look at it. I feel cheated and robbed and would like wilder auto to uphold my warranty

  Business Response

  Date: 06/28/2023

  After review **************** does indeed have key fob replacement through MVP a vender of Stallantis. The coverage for claims is somewhat ambiguous. I was informed that coverage is fob only no key, fob and key and no programing. This info provided to me from Stallantis and our warranty processing company. 

  As a dealership in the effort to have happy customers we will refund the 385.34.  Whatever Stallantis does not cover we will absorb. 

  Please accept our apologies for the confusion at the service counter when you were here to replace the ***********. 

  The check will be mailed to 

  ********************;

  **************************************;

  ****** ** 98382

  *************************

  Wilder Auto Center 

  Customer Answer

  Date: 06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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 purchased a brand new Toyota tundra 2022 from Toyota Wilder in ****** 2022. My salesman said he they had to keep it for inspections. I took it home and after a few days I went to wash it. I noticed my front right light off center, my wrap on my towers of my windows were peeling from the corners, My Platinum badges were unsticking from the doublesidded tape, The seals around my windows were pulling up and not holding down, My Heater Box whistles ( warranty work ). The screws around the tire guards poke thru. I reported this to my dealership within the first few days 800mi, I have voicemails confirming they ordered everything for my truck. The dealership tried to adjust my headlight by pulling the core support it (at the dealership by the dsm , they bent my support). ( toyota sent to auto bodyshop, they said work was done and my pictures confirmed otherwise, (3 months later) Went to another autobody shop for warranty work (replace bent core support) My stuff was ordered in ****** ******** work was just finished. Half the work was completed, but half was not, scratches still remain in the paint, my back right window looks the same, scratches underneath the wrap remain. I asked Toyota Wilder about replacing my truck with a different one because of all the issues, they said they would have to talk to Toyota and see (within the first 4 days is when i asked.). I waited and asked about lemon laws and all the issues with my truck, all they did was carry me along and its almost been 8 months, I have all the Repair orders, voicemails, pictures, video's, I've been to 3 different Toyota dealerships, 4 different autobody shops. My truck has been out in repairs for over 7 weeks, I have lost alot of money chasing the issues thats my dealership wouldnt take care of for me, I have lost 100% trust in them. I am a loyal TOYOTA CUSTOMER, this is a 2022 trunda, I did nothing but present the issues to my dealership since almost day one please help, please help, please help.

  Business Response

  Date: 03/24/2023

   

  We appreciate you bringing Mr. ************ concern to our attention and trust our response adds clarity to this situation.
  Our role as a Toyota dealership is providing warranty work for Mr. ************ 2022 Tundra while addressing his concerns. Although we are confident we have done our best to, we also regret knowing his expectations havent been met.Currently we are working together with Toyota Motor Sales towards a reasonable resolution. Please rest assure, we are doing our best to work through Mr.************ concerns quickly as possible.
  Should ************************* have any concerns Wilder Toyota can assist with, please have him contact either *************************** our Service Manager or *************************, our Fixed Operations Director. 

  Thank you, 

  *******************

  Wilder Auto ************* Manager 

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19517385
  
  I am rejecting this response because:

  I want nothing to do with a dealership that falsifies evidence and doesnt work by the rules and regulations that a franchise should follow. Toyota motor sales has done great to resolve this issue created by Wilder auto. If it wasnt for the BBB and the **** I would be stuck with a mess. Wilder auto is not buying my truck back, TMS is. Wilder has left me in the dark.I have hours of evidence, voicemails and videos of what wilder did to my truck. 

  I dont not accept.
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 04/04/2023

  Hello, I am going to have this case closed because Toyota ************* is taking care of me thru mediation within NCDS. They have provided me a repurchase for my tundra and will refund me everything, even though we have not signed a contract yet, I do hope everything will be resolved. I thank you and your time for this matter. 
  
  *******************************************
  ***********
  

  
  

• Initial Complaint

  Date:01/11/2023

  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.

  October 2022 Purchased a manufactured home from Wilder Affordable Homes (aka Wilder Toyota) of ************, ** Upon arrival the home had numerous egregious issues including glass sliding doors installed upside down, incorrect installation of a fireplace (which they charged us to remove), faulty electrical wiring in 2/3 of the home and several other issues. We tried numerous times to resolve these issues but have been unsuccessful. Certified mailings were returned "unclaimed" although Wilder had the letter in hand for 30 days after we received the green delivery acceptance notice from the ***** Total charges currently are $2782

  Business Response

  Date: 02/23/2023

   

  When the 2022 manufactured Home was delivered it had some factory issues. It had the wrong fireplace installed and the other issues the homeowners representative detailed. ********* would normally cover these things under the factory warranty service, like the fireplace that they replaced. But not knowing we didnt get their letter the customer decided to have the other items repaired rather than waiting for Fleetwoods representative. When the Wilder store manager got a hold of the owners representative, we agreed to reimburse her the cost of the repairs $2782.00. We will continue to assist them with ********* if they have any other questions or concerns. We appreciate their business.
  Wilder ************* Manager 
  *******************

  Customer Answer

  Date: 02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/08/2022

  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 September 30th, 2021 we purchased a 2018 ****** Highlander from Wilder car dealership in ************, **********. The vehicle had ****** miles on the odometer reading, and we purchased the extra full coverage service contract for $2995 in addition to the remaining manufacturer warranty. In December we had our first oil change, no negative reports. On January 18th I brought the vehicle in to be looked at. It had been blowing warm air into the car even when the temperature a/c was turned down. My appointment was quick and when I picked up the Highlander I was told the a/c does get cold even though it doesn't feel like it and it was good to go. I was charged for that appointment. They didn't look at any other portion to see what else may be the cause of the warm air into the car. I then had my next routine oil change on May 13th 2022 at ****** miles. They then told me that someone had put leak stop into radiator and now the radiator needed to be replaced , and our warranty won't cover it. We bought the car with low miles and an extra warranty service contract so that we would not have to touch the vehicle should any problem come up. We never put anything into our car and have had only Wilder employees open the hood to service the car. They refuse to believe that we didn't add anything into the radiator of our car. We bought a warranty so that we wouldn't have to do anything besides put gas in it ourselves. The warranty should cover any problem so that we wouldn't have to try to fix them ourselves. Why would I try to fix a leak when it should be a covered problem? This makes no sense. There was no communication on how to figure out how this happened. During this time we have been without a vehicle. I have children that need to get to school. I have no desire to ever go back to that dealership. I would like to have them take back this vehicle so that we can purchase from another location. This has caused our family so much stress and this is so disappointing.

  Business Response

  Date: 06/21/2022

  The Webbs have been in contact with our Service Manager *************************** begining with a June 8th conversation. The repair process included work authorized through thier automotive insurance (rodent intrusion) and the replacement of the radiator. The radiator repair was goodwill through Wilder ******* After the vehicle was picked up June 17th ***** and the Webbs had a discussion about the inconvienence to the Webbs while the car was at Wilder for the repairs. ***** and ************ agreed on ****** reimbursment toward thier insurance deductible. We value the Webbs business and understand that the Webbs have many other options for service facilities to do business with, we would like another opportunity to show the Webbs the type of service we provide and earn thier trust in Wilder *******