Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new car from Wilde Toyota and they issued my title as ***** *****. My official name is ***** Keska ********, as filled out on all their forms and as listed on my drivers license. They said they looked me up either through the SS Administration, (who has my correct name), or through the dmv. I have a Florida drivers license which they took a copy of which shows my correct name. Now they say it is my responsibility to go to the dmv and correct this. What happened is since this dealer is in **, they contacted the *** in ** and got my old name. It is their error for contacting the wrong DMV. I bought the brand new car, paid cash, and they screwed up the title. It is for them to fix, not me. I want a corrected title with my correct name on it.

  Business response

  01/13/2025

  We processed ******* titlign paperwork with her full formal name ***** Keska ********, unfortunately the ************************************** does not recognize this name. The *******************************************; recognizes this owner as only ***** *****. If the customers wishes to change the name recorded with the **************************** from ***** ***** to ***** Keska ********, the customer would need to make those arrangements with the Department of Motor Vehicles. The dealership is unable to change a recorded name on a customers behalf. Thank you

  Customer response

  01/13/2025

  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.
  

  Since I am not a ** resident, as Wilde Toyota should have seen from my drivers license and being told, they should not have processed my title using my florida driver's license which they listed under ** on their form and thr sales person said was ok. I told them I had researched this and the title should have been processed under my SS number since I am not a resident of **. They contacted the ** DMV using my Florida driver's license number and this is wrong and actually illegal. They need to process this again under my SS # and correct this title. This is their mistake and not mine. 
  
  Regards,
  
  ***** Keska ********

  Business response

  01/13/2025

  Good afternoon. Once again we apologize for any inconvenience on this matter. Upon review of your titling paperwork, the dealer did process your request using your social security number. When titling a unit in the state of *********, we are able to update the customers address however, the **************************** unfortunately does not allow the dealership to change or alter a customers name. If the customer wishes to change their name to something different, that must be completed with formal identification with the Department of Motor Vehicles. 

  I have attached two copies for you to review on how the dealership processed your DMV paperwork using your social as well as how the state recognizes your name in their records. 

  Thank you

   

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2015 Toyota Sienna December 2020 from Wilde Toyota. I have brought my van in for every maintenance required and needed. I bought brand new tires in the beginning of 2022 for around $1,000, with a lifetime warranty. Every oil change I've had done routinely, was scheduled for tire rotation. According to the service manager ***********, my tires were not rotated and now I need to replace two tires. I have the paperwork, from Toyota, showing that tire rotation was scheduled as a maintenance request with the routine oil changes. The service manager has now not returned a single phone call I've made to him in regards to this. This should not be my expense if their employees did not do their job to their entirety. When the service manager told me about this, I didn't have my paperwork with me to confirm that the tire rotations were to have been done so I came home to confirm and called him the next day, a week later, 2 weeks later and now a month later with no response. I understand 2 brand new tires for free is not feasible, but at least half off should be doable, considering it is their fault my tires need to be replaced, as well as, do not ignore the situation.

  Business response

  08/13/2024

  BBB-

   

  Our management team reviewed all Service records and confirmed all scheduled rotations were performed.  And note, we also installed 1 new tire in between the time of tire purchase and her most current visit.

  Also, ********************* is not accurate as her tire warranty is not for the tires but only on the tire rotations.  The tires only carry the manufacturer original warranty through the manufacturer not dealership.

  Upon inspection of the original dates and mileage the tires were installed, it does appear she drove an additional ****** miles.  And in that amount of the mileage it is not unusual to replace 2 tires.

  We have closed this matter internally however if ********************* would like to further discuss this in person she can with our Service Lead ***********************.

  Respectfully Wilde Toyota

  Customer response

  08/13/2024

  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.
  
  There is no way you can confirm something was done if your service manager *********** told me in the lobby waiting area, where other customers heard and were even telling me it is ridiculous that the tire rotations were not done. He specifically said they were not done for 7 months and he had no idea why. 
  So please inform me of how you confirmed information that the opposite was already told to me? 
  Regards,
  
  *********************************

  Business response

  08/14/2024

  BBB-

  Hello

  *********** is a service advisor...not a service manager.  As mentioned and recommended previously, If ********************* would like further feedback in person our Service manager *********************** would be happy to meet with her

  and review things in to help with timelines, mileage and the understandings.  However, again, our interview and research is that *********** stated we didnt rotate tires that day, not that we didnt rotate them in the past. And,  It is not unusual

  with todays roads etc to replace 2 tires after driving over ****** miles. 

  Respectfully

  Wilde Toyota

   

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to WIlde Toyota on 6/28/24 and while I was there I traded in my 2019 Toyota Crolla LE and bought a 2024 Toyota Crolla Cross Hybrid. On that day all parties accepted the trade in value of $12,500 of which $3,010 was expected to be sent to Navy ******************** to pay off the loan on the LE and then Navy Federal would release the title to them. The remaining money was put as a downpayment on the loan.I called on July 3rd, 2024 asking for a status update on the loan pay off. The afternoon of 7/3/24, ***** called and left me a voicemail stating that the car should be paid off as of that date if not in the next day or so. I called last week around July 16 and left a voicemail in the general voicemail and no one returned my calls. I called again yesterday July 23rd and spoke with ***** who then transferred me to their office manager. That manager stated she would look into it and call me back by the end of the business day. No call was returned. I called Wilde again this morning 7/24/24 and the receptionist sent me to the voicemail of *****. I left another voicemail.During this time, I have been in contact with Navy Federal who still is the lean holder on the LE and they have said they have received nothing on their end for this car.I am looking for them to get this loan paid off as I have signed over rights to the old car, it is sitting on their lot for sale.

  Business response

  08/05/2024

  BBB-

  Our recent review and records show that the loan has been paid off now.  We do apologize for the delay. During this transaction the dealership experienced systems issues with our management system which created unexpected delays.

  Respectfully,

  Wilde Toyota

   

  Customer response

  08/09/2024

  [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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filled out paperwork with Wilde Toyota West allis for a full refund on the scratch and dent they added to my loan since April 2022. They refuse to refund the money to me. I have called and complained to **************** ******* manager, Finance manager, which every single time they said the something. Our records show you show receive a refund 4-6 weeks later. This never happen. They say the same thing the check is in the mail. today is 11/29/2023 and no resolution was made. I file a complaint with the state of ********* see below:Thank you for contacting the ********** of ************ Trade and Consumer Protection. I have written to the business to try and assist you to find a solution to your complaint. I asked them to review your concerns and then contact me to discuss what may be done to resolve your complaint. The company may also contact you directly.Your patience is appreciated during this process. It is not possible to tell exactly how long the mediation process will take. Some situations can be handled within a few weeks, but complicated matters may take many months. I will advise you, in writing, of the disposition of your complaint once I have received and thoroughly reviewed the written response from the company.If you wish to pursue this matter outside of our mediation efforts, please contact a private attorney to discuss your legal remedies or file in small claims court. A fact sheet on small claims court is available on our website at datcp.**.gov.Thank you again for bringing your complaint to our attention.Still nothing is happened and the company goes on with business and when I call I get disconnected or they refuse to talk to me. I don't have money to get attorney at this time. Can you help me please. Thank you **********

  Business response

  11/30/2023

  BBB-

   

  This concern was addressed and closed in September of 2023.  Please see attachments.

   

  If Mr ******* needs help further understanding this matter please call our Director *************** @ ************ or ************** @ ************

   

  Respectfully

  Wilde Toyota

  Customer response

  11/30/2023

  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 never received any money or moneys. The dealership refused to pay me back in the form of credit to landmark or refund check of $199.00 in the sum of $2189 which they charged me for 11 months of complaints and asking for refund. I have complaint about this coverage in October 2022 and the finance manager said he would look into this matter. I have complaint every time I had service work done to ****** in services on who I need to talk with and the round around i was receiving. I again I called December 3X and January 2023 4X about refund of $199.00 and nothing resolved. I spoke to finance manager multiple times, service manager many times, general manager 2X, floor manager 1X and nothing was resolving every time I spoke with them. When I was there in person February 2023 and in March 2023, I received a run around that all the managers in the dealership were busy but leave my name and number and they would call me back which they never did. In April again I went back to the dealership for service work and the finance manager then took my information and this time told me I would receive a refund either by check or on my load as credit 4-6 weeks later. Nothing ever happens! The forms they sent to BBB show nothing! This shows zero refund or my sign card I filled out for the refund. What was sent was a form for the initial scratch and dent in September 2022. Or a form what they charge me for the truck on my loan.  What they fail to send is the check credit or the form I have signed. Which shows me did the dealership pocket the money? Where is the refund? There is missing money! The state of ********* ********** of **************************** sent a letter to Wilde and in that letter, it said that Wilde Toyota will refund my money. They never did!
  
  Regards,
  
  ********************

  Business response

  11/30/2023

  BBB-

   

  All owed monies have been refunded.  For that we have closed this matter internally.

  If Mr ******* would like to make an appointment with our Finance & **************** we would be happy to review all documents and refunds owed to help him understand.

  Contact *************** at ************

  Wilde Toyota

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an automobile warranty that I was told could be refunded if at a later date if I did not wish to have it. I had to go to the business and complete the paperwork for cancellation. I did obtain an auto loan through ****************************** in which the warranty was rolled into the loan. I was told that the refunded money would be credited to ******************************. I called ****************************** to see if the amount was credited and they have not received any notification from Wilde Toyota about the refund. I already paid off my entire auto loan with ****************************** but I have yet to receive the roughly $4000 auto warranty refund. I would like this refunded in an expeditious manner.

  Business response

  11/29/2023

  BBB

   

  Thanks for your attention to this matter.  Our records show the refund check was sent to ****************** on October 27th in the amount of $3381 reducing the loan amount by that amount.  ****************** cashed that check on November 6th.

  All has been processed and please close this matter.

  We do apologize for any delays and value Mr ****** business.

   

  Any questions re this ************* can call our Finance Director **************** directly at ************

   

  Respectfully

  WildeToyota

• Initial Complaint

  07/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased vehicle in February2023. Needed to be taken in twice to fix issues within 3 weeks. After second time i spoke with the dealership manager about the issues and he asked me if i looked over the vehicle before i purchased it. Within 30 days, I cancelled the maintenance and extended warranty packages and requested a full refund. I was told it could take 6-8 weeks to receive refund. I received refund on warranty package. I have not yet received refund for maintenance package ($749.00). I reached out to toyota several times and on 6th attempt had to go to dealership in person to inquire about refund only to be told that it will be handled by lithia motors ( the finance person at toyota informed me of this stating ****** owns toyota). Wilde toyota has been useless in helping me.

  Business response

  07/25/2023

   Lithia Motors, who the refund is coming from has a delay in their process and still not finalized the customers cancellation. In order to assist the customer ********************** has issued the refund on behalf of Lithia Motors. Wilde Toyota has cut a separate check and overnighted the customers cancelation refund. Thank you.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Monday 5/22/23 I came to Toyota to purchase a vehicle. With the help of salesman *********************** I purchased a 2021 black Rav 4 paid in full, paid almost ****** after taxes and fees. I hesitated to buy the vehicle at first because the inside was dirty and the seats were stained as well as the floors. I was then told by *********************** that I didnt have to worry about that because the vehicle would be fully detailed before I pulled off the lot. Included in the taxes and fees there was a ****** service fee added to the price of the car for these services to be performed. Once I got home with the car I removed the floor paper that they had placed on the drivers side and noticed the floor was still badly stained. I then inspected the entire inside of my vehicle also noticing that the seats were still stained and the vehicle had not been properly cleaned. I returned to Toyota the following day Tuesday 5/23/23 expressing my issue. I was then told by the manager over the ******************** that **** was not in and to come back on Monday 5/29/23 and he would be in to help me reschedule a detailing. Monday 5/29/23 I returned like I was told and was then told by the same manager that ************* in and to call his cell. I called **** on Monday 5/29/23 and Tuesday 5/30/23 and left voicemails and no response. Instead of the manager stepping up to help me with this issue hes been giving me the run around for over a week now. All for a simple detailing that should have been done from the beginning. For him to be a manager over the department he was NOT one bit of helpful to my situation. This is very unprofessional and disappointing. I paid service fees but didn't even receive the full services that I was promised. My issue with this seems to continuously be ignored by both *********************** and his manager.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I spent $22,000 on a used vehicle from Wilde Toyota and also put a deposit down of $100 for them to hold the car for 1 HOUR which they said they would take off of the price of the vehicle. But when I made it clear that I wasnt financing through them then they said they couldnt take the $100 off the price and they couldnt simply put it back on my card, they had to issue me a check for it the next day. I told them I would back the next day to pick it up. And when I went to pick it up, they stated they had already mailed it when I had already stated to them that I would pick it up. It has been almost two weeks and I have not received the check. Not to mention the fact that I was treated extremely poorly by the salesperson, ******* and his supervisor ********** believe his name was, when I told him I would not be financing through the dealership. It seemed that a lot of things change based on if youre financing through them or not. Their policies on holding a vehicle for you, which vehicles are available to purchase, and especially the way you are treated. They went from being able to hold a vehicle for me for a few days to not being able to hold it all even for a day even though I was willing to put $4000 down. The only reason they were willing to hold it for an hour for me for $100 is because they thought I was considering financing through them still at that point. And then a vehicle I liked in the lot went from being sold to all of a sudden available when I told them I would consider financing through them. I also had emailed ******* to get a copy of an email my insurance sent to him, that he verified in person that he received, and I didnt get any response at all from him. Overall, I just want to make sure I receive my $100 back and express how unhappy I was with the way I was treated there.

  Business response

  04/24/2023

  Good morning, we have issued a refund on April 21st for $100. We have overnighted the refund check to ********************* on April 24th.

  Attached is the check and the overnight slip.

  Customer response

  04/24/2023

  [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

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Tacoma brought in for frame inspection, Wilde Toyota west Allis says frame was good and would install coating to stop rusting. Brought car to have muffler change and mechanic said I had frame perforation in rear end of vehicle. Brought truck back and they refuse to fix vehicle as it is unsafe to drive as is. ****** miles on vehicle.. inspection and or coating of frame has not worked. Talked with tier two at Wilde and say they will not repair vehicle!!!

  Business response

  03/27/2023

  Our records indicate vehicle was in our service department on these dates

  10-1-2010 Toyota Corrosion Preventative applied

  11-13-2013 Frame Inspected Still in good condition

  6-19-2018 Frame inspected no rust perforation found

  Vehicle was last inspected at the dealership 6-19-2018

   

   

  Customer response

  03/28/2023

  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.
  Corrosion resistant spay did not work as promised. ****** miles on truck and mollisol Toyota says it unsafe to drive.
  [Please type your response here.]
  
  Regards,
  
  ***********************

  Business response

  03/29/2023

  BBB

  In response to Mr ******** **** Toyota Tacoma-

  The 2010 corrosion application was a courtesy of Toyota *** to ****** the "possiblity" of further corrosion......Not a guarantee or a warranty.   We live in the midwest with challenging weather and corrosive materials on the roads

  such as salt for all vehicles.

  We have closed this matter.

  Respectfully

  Wilde Toyota

   

  Customer response

  03/29/2023

  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.
  Totally unacceptable! Lets do a recall!! 
  [Please type your response here.]
  
  Regards,
  
  ***********************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We ordered a new Toyota RAV4 October 2022. We were told the delivery would be 6-8 months but average delivery was approximately 5 months. Contacted the dealership March 2023 (6 months) and were informed by a New Car Manager that it would be several more months before a delivery was expected. We were 15th on the wait list and the dealership was receiving 2 vehicles/month from the manufacturer. This is horrible service and I will never patronize Wilde Toyota again!!!!

  Business response

  03/19/2023

  BBB

  In response, 

  It is our business to deliver everyone a vehicle as soon and as quick as possible.  Unfortunately supply chains and other outside dynamics we have no control over continue to affect the world.  Things we hope will progressively

  get better for all of us and we hope to be able to supply our customers with their car purchases faster and get back to things as the were.

  As a Dealer, we apologize on behalf of Toyota.

  Respectfully

  Wilde Toyota

  Customer response

  03/20/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************

*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. ↩