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:02/15/2025

  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.

  Attaching email correspondence below. However, I purchased a used car on 1/18/25 and the entire process was extremely unorganized. I SCHEDULED a time to come in and buy my vehicle and submitted my license, and all info ahead of time. Still took 1.5 hours and the person doing my paperwork acted like it was his first sale. He asked me for info I'd submitted. He kept trying to sell me things I told him I didn't want - in fact, made it very clear that I wouldn't purchase the car if these things were included. I also made it very clear to the sales person and the person who did the paperwork to remove my personal info from ANY marketing lists, yet, I keep receiving things from this specific dealership and Honda (even receiving an email this below email after PURCHASING a car saying that I didn't. I received an email from my salesperson the day after purchasing - after asking NOT to be contacted, after asking to remove me from my marketing lists - asking for my phone number because they had the wrong one, even though they contacted me on the CORRECT number already. They are so unorganized. PLEASE help!

  Business Response

  Date: 02/25/2025

  Customer was unhappy with the amount of time it took for delivery of his vehicle.  Deliveries are very complex and do normally take about 1 1/2 hours to complete accurately.  The Finance Manager is supposed to reverify all information to ensure accuracy of paperwork.  Customer was also unhappy that he was offered protection packages.  It is our legal obligation to offer 100% of our products to 100% of our customers.  It is ok for customers to decline these packages however we have to offer them.  Customer requested to remove his personal information for any marketing lists.  We have marked his customer information as an opt out so he will not be receiving any marketing communication from us. 

  Customer has an issue with his remote trunk button, I have attached a screenshot of the email I sent today letting him know that we would like him to bring it in for us to take care of the issue.

  If you have any other questions, please let me know.

  Thanks,

  ***** *****

  General Manager

  Customer Answer

  Date: 02/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:01/30/2025

  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.

  When I picked up my honda they offered a lifetime oil change. We bought it but 2 days later we cancelled the contract. We put this on our AMEX card and the dealership said they could not reverse the charge on our credit card and that a check would be sent. This was 4 weeks ago. I contacted **** and disputed the charge. **** has told me that they should be reversing the charge and that I should not have to wait for a check Now I'm being told by Wilde that it could take up to 8 weeks. You don't go to a Menards and have to wait for a refund. There is no difference. Their business practices are poor

  Business Response

  Date: 02/03/2025

  ****** was issued today to the customer. We handed him a check for the amount in question. 

• Initial Complaint

  Date:12/19/2024

  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 Oct 3 2024 we purchased a 2020 Honda Ridgeline from Wilde East Towne Honda in **********. The first loan written that day did not get processed for some reason-no **mmunication from loan **-Driveway or from loan officer at dealership. On Mon 11-4 I called Wilde Honda & left msg for loan officer that our 1st pymt was due ***** & we were **ncerned that we had not heard or recvd any **rrespondence from loan ** or heard from dealership, we did not want to be charged a late fee due to no loan info. On Tues 11-5 I called Wilde loan *** & left a detailed msg requesting ********************* of all the addl **vs he had us add on. No response. On **d 11-6 morning I called & left another detailed msg about the ************** of unwanted **vs-no response. **d afternoon at 4:00 I called again & a salesman answered & I explained what was going on. He said he would let them know & have someone call us-no response. Thurs 11-7 we decided to just go to the dealer ship & speak to the loan **** ***. ** walked in & started to explain our situation to person at service desk & the loan officer walked out & said he tried calling us(we were out running errands). He said the loan did not get done & we would be writing a new loan with ***** Fargo. Loan was rewritten, removed all unwanted **vs except 2 that he said we had to take due to the dealership provided them-1. appearance=$399 some kind of upholstery **v 2. ForeverStart $399-battery ***lacement **v. ** do not feel that either of these are necessary for us & would like **vs removed & reimbursed for $798+tax as this is included in our loan **** ** told loan officer we did not want the **** when rewriting the loan. Do we have any re**urse of getting this taken care of?Thank You ******** & ******

  Business Response

  Date: 12/30/2024

  Talked with customer and will be issuing a check for the $798+tx. 

  Customer Answer

  Date: 01/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I appreciated their prompt response & their understanding of my concern. 
  
  Regards,
  
  ****** & ******** *********
  

• Initial Complaint

  Date:10/24/2024

  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 bought my first car from a dealership and first car I had to have financed on July 10th of this year for $13,538. Since that time they have had the car back in their service twice, first time was the week I bought it so didn't drive my new car for a week and a half. Second time for another week. I have only put on 6 thousand miles since purchased and now the car is leaking coolant and has a warning light on dash which is related to the braking system keeping cruise control from working. I asked if they would fix this and they told me they only offered a 30 day warranty on this car. I cannot find that information in my purchase documentation. Also found out the car has hail damage which was not reported to me when I purchased the car. First time I have bought a car I have not paid cash for and thought I would be treated right buying from a dealership. I don't think I should be paying for these repairs because I haven't driven it much and was not told about such a short warranty.

  Business Response

  Date: 10/28/2024

  It is unfortunate that there were 2 occasions that there were needed repairs and that is why the dealership did not charge the customer for any repairs done.  We understand that there might have been some inconvenience, and we are sorry, that is why we didn't charge the customer for any repairs and offered loaner vehicles while repairs were done to make sure the customer wasn't without a vehicle.  It isn't uncommon for vehicles over ******* miles to have some repairs.  I agree that having a couple right away is unfortunate.  The customer did purchase a *************** Contract at time of sale, I will attach this so he can reference that on any future repairs.  This *************** Contract is good for 3 years or ****** miles. There is a standard 60-day warranty on any used vehicle we sell.  We would be happy to take care of the current issue as well.  

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I need you to clarify your part of the response where you say ********************* Contract is good for 3 years or ****** miles. There is a standard 60-day warranty on any used vehicle we sell.  We would be happy to take care of the current issue as well.  " Are you saying you can take care of the issues at no cost or what? I cannot tell you when the coolant leak started but the light on the dash came on September 1st when I got back from ******. I would assume at least this issue would be covered?
  
  Regards,
  
  **** ********

  Business Response

  Date: 11/04/2024

  Called **** and left him a message to talk to him about this today at 430pm. The light that came on on the dash September 1st we would need to diagnose and see what is going on. Vehicle has not been in our shop for this. Customer has a Powertrain Warranty that should cover the repair and should pay for the repair minus his $100 deductible. We would just need the car in to get the customer taken care of. 

  Customer Answer

  Date: 11/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 as long as the issue is resolved with no cost as was told to me by the *************** manager *****.
  
  Regards,
  
  **** ********
  

• Initial Complaint

  Date:10/16/2024

  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 purchased a 2017 ******* from this dealership, and have had to have it serviced 4 times since we bought it in May 2024. Since we purchased the vehicle, we have had to pay $200 for a new oil pressure sensor, $3,500 for new water pump, timing belt, serpentine belt, and spark plugs. The mechanic who performed this repair noted that the spark plugs were very gunked up, and that it could be a potential cracked head gasket or some other issue causing oil to leak into the cylinder. However, he felt that changing the spark plugs should resolve the issue. On September 3rd the engine would not start and we brought the van back to Wilde where we told them we wanted to sell it back to the dealership because we did not feel safe in the vehicle. Ultimately we did pay the $300 to replace the battery. The very next day, the check engine light came on again flashing. We had it towed back to Wilde where they determined that the engine needed new piston rings and that the repair would cost around $4,000. We again expressed that we would not be putting any repairs into the van and we needed it purchased back. We were also then informed that broken piston rings was a known issue for ********* Honda Odyssey vans. This van had been purchased and returned to Wilde after only one month from the previous owner, but this was not disclosed to us until we were signing paperwork. We have had our van in the service department for the last 43 days and have barely had any returned calls from them. Their offer to rectify the issue was to fix the engine free of charge or buy it back for $11,000. We met with a sales manager to try and seek a resolution, but he laughed in our faces when we tried to discuss other options. However, we had paid $18,000 to purchase the vehicle and either offer is not acceptable as it requires us to lose more money for a vehicle that we feel was not properly inspected for known issues. Our family does not feel safe getting into this van.

  Business Response

  Date: 10/25/2024

  We have purchased this vehicle back from the customer for the original purchase price of the vehicle.  The customer was satisfied with the resolution.  If you have any other questions, please let me know.

   

• Initial Complaint

  Date:10/07/2024

  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.

  On April 13, 2024, my *********** were getting an oil change at Wilde ET Honda for my leased truck. Found a Pilot I liked and asked if we could trade in my leased truck for the Pilot. Sales guy (***** ******) checked on it & told us he could do it. Cost was $27,000. Fast forward to this summer, while making a payment I noticed that the balance of the loan was $38,000! So I dug out the zip drive with our docs and there's a trade in allowance of $8K! There was no mention of this dollar amount during the closing of our loan. Shame on me for not asking specifically and I realize I signed a legal document and will be paying the price. With all the ******************* banks are required to follow I find it hard to believe that these dealerships do not have to disclose these amounts to their customers. It shows lack of character for everyone at Wilde East Towne Honda who assisted in this deception. I will be writing to the Honda Headquarters as well- I do not intend to EVER buy a Honda product after this experience. I will also be sure to voice my opinion whenever warranted to anyone who will listen. We purchased oil changes as a package for this vehicle totaling $749 (maybe plus tax?) - not sure if this is only for Wilde but I do not want to return there. If the oil changes are required to be at the Wilde location, I would like a refund of the $749.

  Business Response

  Date: 10/16/2024

  The customer is not reading their contract correctly which is the reason they are upset.  They think there is a trade in allowance of $8k.  The $8k on the contract is negative trade difference.  I included the whole paperwork packet on this deal including the initial proposal from the salespeople that the customer signed off on.  Everything was clearly disclosed, agreed upon and signed by the customer.  We have tried to reach out to the customer to explain everything and we will keep trying until we can talk to them and make sure they understand how the numbers worked out.  If they still are not happy with the end result, we will offer to assist with the refund on the oil change package they bought.

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  It was NOT misunderstood that this was a trade in. The problem is that the full amount of the loan wasnt disclosed or discussed at the time of sale. Furthermore there have been NO efforts to contact myself or my husband to explain as stated in Wildes response. We have, in fact, received 2 emails in September from ***** ****** telling us our lease was coming due and to come see him to trade up, in addition to a birthday email- all received AFTER my initial complaint to Wilde was sent via email. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:07/19/2024

  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.

  Had car towed in for mechanical issues. 2 months later got the vehicle back. Lights keep going on Brought vehicle back in. Once again lights are on so took it to another honda. From what they seen from the original work done was missing parts. Parts put in wrong and missing bolts. Dangerous driving conditions considering it was all with the steering.

  Business Response

  Date: 07/29/2024

  This situation has been handled.  The customer actually went to our sister store in ********, and they fixed the problem there.  We paid them to do the service.  Customer didn't have to pay anything.  We have followed up with the customer, and they are satisfied with the resolution.  If you have any questions, please let them know.

   

  Thanks,

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

• Initial Complaint

  Date:12/28/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Wilde East Towne Honda service department set my car on fire while attempting to jump start it, leading to me having to get new starter motor and battery which they charged me for, and new transmission which they want to bill me for. They have violated law and business ethics and I have witnesses and documents to attest to this. They have tried blaming their incident on me every step of the way, gaslighting with techspeak, while their used car salesman immediately tried preying on my misery and desperation by pushing me very strongly to buy a new car from them. I have been harassed by these salesmen, hung up on phone by one service manager, and ****** and virtually robbed by other service manager. There will be consequences.

• Initial Complaint

  Date:10/05/2023

  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 purchased a car from Wilde East Towne Honda. It was a used Honda Pilot Elite. During the inspection of the vehicle I found multiple scratches and some rust starting on the rear door. The sales manager *********************** said they would take care of these issues but we had to take the car home. We finalized the sale and took the car home. I scheduled with the service department for the repair of these issues. We brought the car back in. 35 minute drive each way. Now that I am dealing with a service advisor named ****** he is telling me that they will NOT be fixing these issues. He said he would try to run it through an aftermarket coating insurance they sell with every car. This seemed shady to me but its not my dealership and all I want is a car with repaired body. As we agreed to at the time of purchase. I have since received a denial email from the aftermarket insurance company. I cannot get ***** on the phone. I cannot get a General Manager on the phone either. They have had my car for a week and still no answer. As resolution I want the car fixed or I want to take it to an actual body shop and have it fixed with the charges going to Wilde East Towne Honda. They just need to do what they agreed to. Thank you

  Business Response

  Date: 10/13/2023

  This vehicle is in the process of being fixed at a body shop.  There was an initial misunderstanding between the sales and service department here but we did get it all cleared up.  We have been in contact with the customer to let them know that it is being fixed.  The body shop has been backed up, but they said it should be done by next week.  We reached out to the customer yesterday and they will be coming in today to pick up a loaner vehicle to drive for the weekend to make sure they aren't inconvenienced by this repair.  All should be satisfied by next week.

  Thanks,

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

  General Manager

• Initial Complaint

  Date:06/21/2023

  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 purchased a certified pre-owned vehicle that came with a bumper to bumper warranty. I also purchased an extended warranty from the dealership. The vehicle needs the piston rings replaced because of carbon buildup in the cylinders and the dealerships sales rep told me it was a known Honda problem and that it should be covered. I also called the extended warranty company and they told me the same thing. I had the car towed to the dealership and was then told by the service rep that it was not. I then questioned that decision because it is not a typical maintenance needed repair like a oil change that the car is actually broken. They all agreed with me and then I was told that I didnt have records so then they couldnt cover it. In there paperwork for the warranty it states that I can use records of maintenance I did myself and I pointed that out to them and the records are in the glove box. They then asked for receipts which I provided for them. They have now had my vehicle for a month and I still havent even been told a firm yes or no if it will be covered and they have done no work on the van. They also could not provide me with a loaner vehicle and it is my families only vehicle. My vehicle was in there for a problem earlier that they charged me for and they couldnt even explain to me what caused the problem. Their head mechanic had never seen that before.

  Business Response

  Date: 06/29/2023

  ******,

  We apologize for the time this process has taken. We really wanted to do our best to advocate for you to get as much covered as possible, but sometimes the back and forth does take some time. We appreciate your patience with us as we try to get this resolved. You can expect a call from our team soon. 

  Please feel free to reach out to us in the meantime if you have any questions.

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

  Service Manager

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

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