ComplaintsforWilde Toyota

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was straight up lied to when I signed the paperwork to purchase the 2022 Toyota Highlander on8/20/2022. Several times I verified the actual amount I was financing because I was told that the $10,000 total checks I wrote ($100 and $9,900) would come off the signed on amount of $25,215.29 that I was financing. I said but Im not seeing that reflected in the total amount. I was told that was because my check had not been sent up to corporate and cashed yet. The financial person told me that they receive calls saying when is my check going to be reflected in the amount and have to reassure people to give it time. I was also told that I may have to make a payment before I would even see the $10,000 check reflected in the final amount, which is why I selected a first payment so far out as 10/01/2022. Called Toyota Financial today to receive my payoff value and explained that my bill probably didnt reflect the $10,000 check yet. She was baffled and never heard of this before. She also pointed out that the extra service plans I purchased cost approximately $8,343 and might be where the $10,000 amount came from. She immediately said she would file a complaint herself and recommended I do as well with corporate because I was outright lied to and Im afraid to speak to them. I contacted the service care plan and will be cancelling those which can take up to 4-6 weeks to be completed. I was told when purchasing these that it would effect my total financing price. I also once again verified and asked if the $10,000 would come off the amount financed because the whole service plans in addition seemed like a good deal. He confirmed it was, it was just increasing my monthly payments. It also would be fine if I paid off the vehicle in full right away or within a couple of months. Several times before signing I asked the Financial Rep again at Toyota about my $10,000 not being reflected he reassured me it would but give it time. I am furious that I was out right lied to!

  Business response

  12/07/2022

  BBB,

  We are sorry for the delayed response.  Wilde apologizes for any misunderstandings.  ************** team investigated this concern and have attached the purchase information for Ms ********** deal to illustrate that her downpayment

  was in fact receipted to her purchase.  Also her receipt for her extended service contracts etc.  If she wishes cancel those products, which we dont recommend, losing her future value, she can and it will be paid to Toyota Financial Services

  reducing her principal loan balance.

  Any questions, please call our Finance Director at ************

  Respectfully

  Wilde Toyota

   

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother ordered a new car in February of 2022 and was told it would arrive in June of 2022. It is now September of 2022 and she still does not have a car. She has had to contact the company for updates as she never has gotten a call to be told there was a delay. Every week for the past few weeks she is told that it will be here by the end of the next week. When the end of the next week arrives and she still has not gotten a call she has called the company, is given another excuse why the car is not there and again told it will be there by the end of the next week. This happened again today therefore I decided to call and get answers. I first sat on hold for 20 minutes to speak to a new car sales inventory manager. I hung up and called back, after being transferred two times I spoke to a manager however I am unable to remember his name. He stated he would look to see where the car was and would call me back. He did call me back and I was told the same excuse my mom received the week before. I was told that the tracking said it was in ******** on the 31st of August however for over two weeks we were told it was there. The manager gave excuses, told me I could contact Toyota directly on their manufacturing and never offered an apology until I pointed out that he didn't. I explained that I would file with the BBB and his response was "thank you for the threat." It is not a threat to go to the BBB to get a resolution when you waited months and tried to work with the company directly with no resolution. As a company carrying the Toyota name you should find a resolution for your customers not direct them to contact Toyota themselves followed by excuses. Very disappointing customer service.

  Business response

  09/05/2022

  BBB

  ************** team at Wilde Toyota is aware of this concern.  Unfortunately the world wide supply and logistics involved has affected the flow of goods including the automotive industry especially.  For that we apologize.

  The most current information we have is the ordered vehicle is at the railhead at logistics park as of 8/31.  The estimated delivery time has a window of 9/1-6 however things have been running sometimes 2 weeks or so past these

  estimates.  ************** team is equally as anxious to deliver this vehicle as fast as we can as thats our business.  If for any reason they cant wait any longer we truly understand and can provide a refund.  Please contact us if so

  if not we will reach out as soon as this vehicle is available for delivery.

   

  Respectfully

  Wild Toyota

   

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2016 *** on 11-6-21. In March 2022 received a message on my dash that the battery "was discharging while stopped". Took it into the *** dealer on March 18. After diagnostic test was told the battery was original battery and needed to be replaced and after an inspection was also told there was a grade 1 leak on the rear shocks. The price for this would be about $1400. I choose not to repair those at this time. I paid $577.41 for test and battery. Forward 2 weeks, April 1st, and I received the same message again about the battery discharging and again returned to *** dealer. Another diagnostic test and this time found the alternator was bad and needed to be replaced at the cost to me of $333.95. So $900 spent on a car that I paid $18,000 for, only 4 months prior. After this incident I proceeded to the Wilde dealership to speak to the service manager. I was there in the early afternoon and I spoke to a service tech, I believe his name was *****(Not 100% sure) and was told the manager "is at lunch". I explained my concern to ******* and told him I should not be responsible for the entire costs after spending that much money. He took my name and phone number, both home and cell, and stated he would give it to the manager who will call me. No call on Thursday, April 1, no call Friday April 2nd, or Saturday April 3rd. I received a copy of the service check that was done when the auto was delivered to Wilde. It said they checked the battery but nothing about checking the electrical system. I feel seeing the battery was the original battery, 6 years old and ****** miles on it, it should have been replaced. ******* also told me they checked the items that they legally have to, brakes, tires and did an oil change. That statement told me that the electrical system(alternator) was never checked, as well as the rear shocks. In all honesty I feel I should be completely reimbursed but realize that is probably not an option. Some reimbursement should be

  Business response

  04/04/2022

  BBB

   

  This is in response to the letter your office received from *********************************** ID # ******** submitted on 04/02/2022, ************************ purchased a pre-owned 2016 *** with ****** miles VIN # ***************** November 6 , 2021, We value all Wilde Toyota customers and perform a 45 point vehicle safety inspection that includes charging system and battery test, Our safety inspection information states all system were functioning as designed at the time of complete inspection. unfortunately ************************ had a alternator fail approx. 4 months after purchase causing related battery failure as well.  The alternator failed the battery. We offered ************************ a complete vehicle reinspection at no charge to ensure all safety related areas are functioning as manufacture designed. To add *********************** has 3rd party extended warranty that paid $748 of the cost of his repair not purchased at Wilde Toyota.  

  
  Thank you

  Customer response

  04/04/2022

  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 spoke with Wilde Toyota on April 4th.  They did offer me a free re-inspection of the vehicle, which I do accept.  However, what my main complaint is, is that I feel I should receive some sort of financial re-imbursement for the money paid for initial repairs.  After speaking to *****************************, I am under the impression that my main concern is going to be under review by Wilde Toyota.  Also, if other issues are found, I am concerned that Wilde WILL NOT repair them at their cost.  So as far as I am concerned. this complaint should still be held open, until I receive either a "yes" or "no" on re-imbursement and on the issue of how any other issues(if found through re-inspection) are going to be dealt with.  So if I accept their offer I am worried this will end my entire complaint.
  
  Regards,
  
  ***********************************

  Business response

  04/06/2022

  BBB

   

  Good afternoon,
  
  Thank you for forwarded the information of ******* Graberger response and unfortunately the vehicle experienced a mechanical alternator failure 4 months after purchase. Mr. ********* paid $333.95 of this repair and as a 1 time customer ( Goodwill ) ********************** will split and or refund the total of $ ******. The charging system and all related components were functioning as deigned upon our safety inspection of 11/04/2021 and the alternator failure caused the battery to fail. *** products are equipped with a safety warning system and if the charging system was malfunctioning at time of safety inspection the battery / charging system light would have been illuminated and the vehicle would not have started / operated for 4 months or **** miles from purchase. Again we value all Wilde Toyota customer and hope this brings positive closure to this concern.  In the valuation of time this 1 time goodwill offer will expire within 72 hours if not excepted and with that will close this on Wilde Toyotas end.
  
  Respectfully

  Wilde Toyota

• Initial Complaint

  03/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new vehicle in February of 2019 and *************** (84) month NanoCure ****************************** product after my son and I were told it covers the exterior for small scratches and interior for things like small tears in the fabric. That seems worth the $877 cost to me and my son. Recently I called the insurance company to obtain prior approval for a small scratch on the exterior, only to findout, my $877 NanoCure ****************************** policy only covers tree sap and bird droppings. I was mislead by the salesperson regarding the extent of insurance policy coverage. I am willing to accept termination of the insurance policy and a refund for the for the unused portion of the insurance policy. *******************, Pre-Owned Sales Manager, whom I worked with at the time of the purchase, stated that Wilde Toyota would not refund any portion of the unused insurance policy. Can the BBB assist me in obtaining a resolution to this matter?

  Business response

  04/08/2022

  Dear BBB,

  We have reviewed the complaint and per the attached contract provided by the customer, Nanocure does not cover paint scratches, which are a normal part of wear and tear.  If the customer would like to bring in their vehicle for an assessment of the scratch,we would offer our resources to have the scratch buffed within reason.

  Respectfully,
  

  Wilde Toyota
  

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used ******************* April 2021. In May we found the A/C did not work, but fixed it ourselves. In November the car started to have issues with the RPMs and then could not be driven. It was found that the transmission fluid likely had never been changed. We towed the car from ***********, where ****** the co-owner goes to school to our home in ********, ** to get a 2nd opinion. It was determined the transmission needed to be replaced. Both service stations confirmed that the transmission fluid was in very rough shape and had not been taken care of in years. This showed that the inspection Wilde Toyota did, was not done as they marked on the paperwork that all fluids were good. The transmission cost over $5000 to replace. I tried to contact Wilde Toyota, but there isn't any information on their website for a manager to contact. I did the 'contact us' email form, but nobody followed up. I did a 'live chat' and was told I would be contacted by a used car manager, which didn't happen. I called, but was forwarded 3 different times and then my call was dropped.

  Business response

  01/24/2022

  BBB

  RE *** & *****************************

  In response, It is unfortunate that they had to replace the transmission on their 2013 Escape. This sort of repair can happen on older high mileage cars.  Wilde did offer the opportunity to protect their purchase at time of sale with an extended service agreement but they did not decide to take that option.  As well, the Brehmers had the car for 7 months and drove it for ****** miles and this is the first we have heard of their concern.  They had the transmission replaced in November and it is almost February.  Our website has all our salestaff and management team contact information with pictures, phones numbers and email contacts and have heard nothing of their concern.  After this concern was received today Wilde was in contact and are trying to help the Brehmers as best as possible as we do value their business. 

   

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several weeks ago WILDE TOYOTA failed to refill the oil in my car during a routine oil change. It wasn't discovered until I was half way home and it was too late. They were initially responsive and drove someone out to fill it up with oil, confirming it was bone dry. Every mechanic I've spoken to guaranteed irreversible damage was caused, it's common sense. What's mind blowing is how WILDE TOYOTA is not doing anything to resolve it. They are only trying to dismiss it and not even willing to do a proper inspection. It's not an old beater car either, being valued at nearly $40k. Management keeps underplaying the severity of the situation and continuously evading the matter too. Their General Manager refuses to acknowledge me despite repetitive documented outreach. They clearly do not care about their customers or intend on fixing their negligent mistakes. I believe I've been completely reasonable with them throughout the ordeal too, I just want peace of mind knowing the engine isn't going to seize while my wife is driving it.... god forbid she gets hurt! Overall it's shameful how they are treating me. Especially disappointing considering I'm a long term customer who had literally just ordered a new truck from them! The only way to resolve this issue is by performing a complete diagnostic tests and inspection of all oil lubricated internal engine parts. A full engine teardown is necessary to determine the condition. They need to take accountability for their mistake and perform this but they have so far refused to do so, despite admitting guilt for their actions and acknowledging long term concerns with the engine. They have also refused to provide insurance information to make a claim despite them originally saying they would. They have so far made lots of promises but openly stated they have no intention to follow through.

  Business response

  01/03/2022

  BBB

  Wilde's management team has had discussions with *********************** concerns and have involved insurance companies to investigate and hope to resolve asap.

   

  Customer response

  01/04/2022

  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.

  This matter is not resolved and should not be dismissed. It is likely to be ongoing and I hope BBB can be a positive influence on Wilde Toyota to be responsive, respectful, follow through their promises, and maintain good intentions.  Reminder we are looking at a new engine or a new car, the value of this conflict is absolutely significant and needs to be made more attentive to by Wilde Management. Their communication has been extremely poor given the circumstances and they have already openly stated they would not do what they originally promised they would do. Major concerns exist on how they are handling this.
  

  Please be advised that insurance has not yet been initiated, despite me requesting their insurance info for over 3 weeks now.   General Manager ********************* reached out for the first time on Dec 30th after nearly 3 weeks since the incident despite my numerous attempts of outreach within that timeframe.  I was in the car when he called on Dec 30th and I requested him to formally email all the options over for me to review so I could ensure we were on the same page, thus allowing me to confidently choose which direction to proceed.   *** outspokenly refused to do so.   He said he would not email me and that he "doesn't do business that way".  He was belittling, called me a smart guy and told me to just take notes (remind you I was behind the wheel).  This context could not be any more worrisome.  He is clearly being difficult and not taking the matter seriously.  That call ended with him saying he would send me the insurance info.   However, its been 5 days and I have yet to receive it or have any response from them to my emails since. It should be very easy to email a policy number but they are unreasonably dragging this out.

  Regards,
  
  *****************************

  Business response

  01/04/2022

  BBB

  Wilde Toyota and its management team has responded within a reasonable timeframe to Mr *********** request for ***************** information. Thank you.  We will stay tuned

  as to the feedback.

  Respectfully

  Wilde Toyota

   

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 14th I went to my dealership, Wilde Toyota, to get my car serviced. While I was waiting in the lobby, I heard a car crash. It was my car that that they crashed as they were trying to test drive it. Now, it's totaled. It was a 2017 ******* Accent with ****** miles on it that went for $10,000 and I bought this car in December 2019. For almost a month now I was talking with my insurance and their insurance and their insurance people were not responding to my phone calls in a timely manner. Although they did give me a rental car the day of the accident but I have to return it within the week of agreeing to the settlement. They also are not trying to negotiate with me to purchase another vehicle because "they wouldn't be making a profit", even though the car market is horrible now and I am only in this situation because of them.

  Business response

  10/15/2021

  BBB

  Unfortunately accidents occur and for that we apoligize.  ************* claim is in process and should be final soon.

   Respectfully 

  Wilde Toyota

  Customer response

  10/20/2021

  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.
  
  

  The service provided to find a car was rushed. They told me that they were going to try to help me find another vehicle but then when I get there, they said there was nothing that they can do for me but keep the price. This was more than an accident. It is a huge inconvenience and a loss. I have to commute to two jobs, run errands, take care of my family, and their response is that accidents happen. I was trying to be a loyal customer and this is a slap in the face. 

  
  
  Regards,
  
  *******************************

  Business response

  10/27/2021

  BBB,

  We would like to continue to work with theclient in finding a vehicle and are available if they would like to come in to discuss and review inventory options. 

  
  Respectfully,

  Wilde Toyota

   

   

  Customer response

  10/27/2021

  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 already tried to work with them and there seemed to be little to no remorse or understanding that THEY ruined my car. Again, they were trying to make a profit off of me when the purpose of getting a car was not for pleasure but was to replace the one they totaled. 
  
  Regards,
  
  *******************************

  Business response

  11/02/2021

  BBB,

   

  It is unfortunate that an "accident" occurred and for that we apologize as stated previously.  As we are, please work with the insurance companies to move forward on the accident claim.  

  Wilde Toyota

   

  Customer response

  11/02/2021

  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.
  
  This accident was not treated like an accident as they still wanted to make a profit off of this accident. My final words is that I will never work with Wilde Toyota ever again. 
  
  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. ↩