Business ProfileforWilde Toyota

Besides the general manager being condescending and rude, the entire service department is full of service writers who know nothing about vehicles. The techs seem to pad time for repairs, with no explanation. I bought a used vehicle, with 42000 miles on it. 4 days after buying the car, blue smoke would blow out of the tail pipe, along with oil. I returned and was told to go to a different dealership because it had the remainder of a factory warranty. I was told that they could not fix it because the service records were not kept, and I should go back to the dealership where I bought the car from. I did and they said they would take care of it. The service department took the car to a different dealership and told me they would get it warrantied. After three weeks and multiple trips and calls to both the dealer I bought it from and the other dealer, it was determined that the engine needed to be replaced because of a massive amount of sludge. I was told by the dealership that they would handle it. Another month goes by and I came to find out that my car had just been sitting. So another month of calling, and stopping in to find out where the process was. Wilde said I had a 60 day warranty for the car just because I bought it. Over all it took over 4 months to finally get a new engine installed. A week after the check engine light came on and I was told the catalytic converter needed to be replaced. I set an appointment and when I was there was told it would take over 5 hours to do the work. When I brought up the fact that it should t take that amount of time the GM was rude, condescending and overall dismissive. Be wary dealing with this dealership. In my opinion they will pray on people in hopes they they will just go away.

Subject: FW: Customer Concern *********************************************************** Good morning, After reading through the concerns and investigating all repairs done to the vehicle with other management this is the result of my findings. We did write up the vehicle shortly after the customer purchased the vehicle. On 7/28/23 with about 600 miles (RO *****) since purchase the customer brought back the vehicle with a concern of smoke from the tailpipe. We inspected the vehicle at our dealer to make sure nothing had happened during the safety inspection and the safety inspection was re-reviewed with ****************** to ensure accuracy of any concerns. No issues were found during the inspection at our dealership. We then decided to sublet further inspection to a local ****** dealer, *********************, to further ensure that the vehicle was ok which is standard practice for any dealer service department. The customers vehicle was still solidly under the ****** Manufacturer Powertrain Warranty by both time and mileage as well. The vehicle had also been factory certified by ****** only ***** miles before giving everyone at the dealer confidence that it was a quality vehicle and should have appropriate coverage through ****** itself. While Lithia does offer a 60 day warranty from purchase utilizing the a manufacturer warranty first is always standard procedure. The vehicle was at the initial ****** Dealer, ********************* West Allis, for days as the customer has stated but the reports they passed back to the dealer is that they were unable to duplicate the concern at all. We waited upon their suggestion extra days to see if the concern would show itself. Nothing on the initial visit to ******* West Allis was noted and they ended it officially as no problem found. Given the ****** dealer and our dealership were unable to find anything we returned the vehicle to the customer. The customer then brought the vehicle back on 8/31/23 with around another 600 miles (RO *****) on it stating the concern was still persisting. We contacted ********************* West Allis and they advised us to bring the vehicle back down for a recheck. The vehicle once again was there for days before being able to actually duplicate the issue slightly. We were notified that they wanted diagnostic charges and to disassemble the engine even thought the vehicle was under the 5/60 regular Warranty and the extended Certified Warranty from the recent ****** Factory Certification. We declined to pay at the time and I was in discussion with the Service Manager as to why the warranty was not being honored. During this period our ******************* team was updating the customer as well as our Recon Manager. We opted to pick up the vehicle after not getting anywhere with the Management of ******* West Allis and took it to ********************************* for a second opinion where we have a relationship with the Service Manager. They also took a few days and got back to us with a confirmation after contacting ****** directly that there would be no warranty coverage. At this point our ********************* team discussed options and decided to try the route of the Lithia 60 day even though normally this would be not be covered due the coverage still under ******. We were able to work with our 60 day representative to build an understanding of why it was not covered by ****** and ultimately ****** did cover the replacement of the engine for the customer with no charge to the customer. Another repair order was opened on 10/4/23 (RO ******) for the engine replacement claim and sublet to the 2nd ****** dealer inspection. The last repair order was closed to ensure payment to the previous dealership. Mileage remained the same as the vehicle did not leave the dealership possession. Due to all of the warranty issues our dealer did have the vehicle for approximately one month at this time although customer was in a dealership supplied loaner vehicle for the entire process at no charge as well. The customer has always been offered or taken a loaner vehicle during every interaction and was never without transportation. The Used engine took around 2 weeks to arrive and then it took the dealer about 1.5 weeks to install as we have a limited number of Technicians qualified to install an off brand engine assembly. Our dealer then kept the vehicle to verify proper operation of all components and no further issues for another couple days due to all the circumstances that had unfolded so far. The customer took delivery of the vehicle and dropped off his loaner car but did get very verbal with both Service and ******************* teams. A couple weeks later on as stated the customer did return and the check engine light had come on. The vehicle was inspected and scanned in the service drive to determine one of the Catalytic Converters had a fault and would need to be replaced. The vehicle was now outside of the 60 Lithia Warranty but under the ****** 8/80 Federal Emissions Warranty. Our dealership decided to bypass ****** entirely due to previous issues with the warranty coverage related to oil consumption. Our ******************* Team advised the customer they would cover the repair cost entirely and there would be no charge. The retail price for this repair was almost $3,000 and still would cost the dealer around $2,000 to perform costed out. The part was ordered and the customer set up an appointment for install. Upon arrival at the dealership on 12/07/23 at ***** miles (RO ******) the customer instructed us they would wait for the repairs and the Service Advisor proceeded with the process. The repair process took a little bit to start as the Technician who had performed the engine install had to finish another vehicle. They pulled in the car and looked up the repair information for replacement of the Converter assembly. The AllData labor time guide stated a time longer then originally anticipated and the Technician advised the Service Advisor to tell the customer the wait may be longer and to see if they would like to drop off the car and not wait for the repairs. The customer then proceeded to get verbal with an inexperienced female Service Advisor, who remained professional, but was taken back and unable to help the customer further after advising them on the wait time. The customer then approached our GM who attempted to help and diffuse the situation but persisted that our wait time was a lie and that they could change the component themselves. Our GM then involved me in the matter and I advised the customer that the Converter was a manifold assembly so it would actually take the time quoted. I offered to provide the customer documentation (attached below!) that we were not trying to fool him and he was also offered transportation if needed while the repairs were being performed. The customer remained very upset and verbal and told all parties involved he wanted to take his vehicle as he could not wait that long and stated he wanted to cancel the repairs and would have them performed elsewhere. Due to the customers upset nature we didnt pursue any further and buttoned up the vehicle. The vehicle was pulled around and the customer left the dealer. Since there has been no contact from the customer the part was sent back and ********************** has closed this matter.Respectfully Wilde Toyota