Sign in

Wilde East Towne Honda

Sharing is caring! Have something to share about Wilde East Towne Honda? Use RevDex to write a review
Reviews Wilde East Towne Honda

Wilde East Towne Honda Reviews (27)

Revdex.com:
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 reviewed the resolution message from the dealer and yes they made the repair of having the chipped glass filled inHowever, saying that their sales team had not made management aware of this issue is flat out continued dishonesty*** *** Is on the management team there and was fully aware of the issue and was not willing to even consider resolving the issueI was simply told that it was not a safety issue and that it wasn't their problemFrom the beginning of our entire experience at Wilde East Towne Honda, it was abundantly obvious that *** (who I dealt with directly) was driven by trying to do as little as possible for the customer while still making the saleThis was by far the worst car buying experience I've ever hadThere was no disclosure of the vehicle defect and up until speaking with ***, we were treated very very poorly by *** and the rest of the staff
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We have reached out to the customer about the concern of the vehicle colorUpon management becoming aware we acted swiftly to resolve the concernCustomer should be completely satisfied

This issue has been resolved with the customerOur sales staff did not bring the concern to our management team to resolveWe have addressed with our staff to get management involved when we have a customer concern about quality.See below the correspondence texted between our manager and the
customerThe repair has now been completed to the customer's satisfaction. Regards,*** *** *** ***Wilde East Towne HondaCORRESPONDANCE:Cust: Hi *** *** hereI was unaware that you were unaware of our issue with the windshield, so for that I apologizeHowever, I've been dismissed by *** and mainly *** on this issue, so I figured the buck had just been passed to youMy wife says you're going to make this right and take care of itPlease do soI've already filed a formal complaint with the Revdex.com of WisconsinWe are proud, polite consumers and we feel extremely offended by how we've been treated by your dealership, so if more than the Revdex.com needs to be notified then that's what we'll doI hope that you'll be a stand up guy and take care of usWe spent a lot of $ on a product you and your dealership provided and expect that little things like this should be taken care of by you with an eager willingness instead of being told "too bad."***: I'm moving some cars on lot and will get things handled for youAppreciate reaching back to me after calling today. I just called satellite to see if they can set up a time to repairs*** should be able to reach you Cust: OkayWhat is satellite and is *** an employee of theirs?***: *** is a manager and he can set a mobile appointment for you at your convenience anywhere up there Cust: Okay will he be contacting me or ***? And satellite is the name of the company?Or did you mean safelite?***: I have him this numberSafe lite formerly auto glass specialist Cust: PerfectAnd they know to bill you guys then?Thank you ***I appreciate you taking care of thisI know you weren't involved when we were thereIt's not a good vibe your staff puts offI realize you guys are a high volume dealership and that has its advantages for everyone, but that doesn't mean the customer becomes just a numberSpending that amount of $ is still an emotional and important decision for people

We appreciate the opportunity to review the concerns of our customerI did review the comments in the rejection and realized I overlooked the comment that our manager, ***, was involved from early on.I did call and speak with our customer's husband to apologize for the oversight, and resulting comment that our management was not awareUp until the Revdex.com complaint neither myself, as the *** *** ***, or our general manager were aware of the issueOnce we were aware, the issue was resolved by repairing the chips in the windshieldFrom speaking with the customer, we have confirmed that the windshield chips have been repaired.Our dealership desires to create a very transparent process and make it easy for our guests and customers to address concernsWhile we strive for excellence, we understand there will be times when we will make mistakesOur commitment is that we will always learn from these mistakes and continue to improve our processes to avoid similar future situations.As a result, *** *** ***, ***, has been made aware of the concerns and our expectations on how to handle similar situations in the futureAs mentioned in a previous response, we have also addressed this with our sales staff as well.Regards,*** *** *** ***###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regarding Complaint ID #[redacted]. I just went online and saw that my case was closed. Although the business gave on some things they did not live up to what their salesperson gave his word on to complete the sale. I was told by the salesperson as a condition of the sale that if the rust on the rotors of the van did not clean off on the 4 hour ride home that I could take it to my local Honda dealership and they would pay for them to be corrected. I did take the vehicle in upon my return to my local Honda dealership and unfortunately when Wilde Honda heard of the cost associated with rectifying the issue they declined the charges and to this day have said there is nothing they can do at this time. Please update the complaint please and if possible leave it open and see if you can mediate with them again to close this last issue.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Wilde East Honda has done an outstanding job making this right. Once the management found out about the issue they were more than willing to help us. Everyone we have dealt with since has been extremely professional and helpful. Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  They never addressed the fact that the salesman verified he used the window before giving it to the service center for inspection, the salesman verified that it was working when he gave it to service.  So obviously it did break under their care.  Also, originally the sales manager tried to tell me that they don't test the windows during the inspection, until the salesman brought up the fact that he had used it.  The salesman Alex knew they were in the wrong and you could tell he was trying to rectify the problem they caused but the manager decided since I was a woman he could try to lie and walk all over me.
Regards,
[redacted]

We apologize sincerely for whatever actions we displayed at the time of purchase.  It is certainly not our intention to cause our customers distress.I am interested in this customer feeling comfortable with the pricing of their vehicle so If they would agree to contact me, I will be happy to...

discuss the issue.We will refund the $219 document fee as this is the amount the customer was charged. I'm not sure where the $250 amount comes from as all of our documents indicate the normal processing/document fees are displayed in our final agreement .Again, please accept our apology. [redacted]General Manager

Ms.[redacted],The issue at hand is seemingly unsolvable while we are both typing our best estimate as to what happened. I'm not sure what you think is fair, as you indicated in your complaint that you weren't looking for anything but let it be known that you felt you were taken advantage of. I would like to meet with you, if you are interested, to discuss the issue face to face. You are welcome to call me on my direct line at ###-###-#### if you'd like.[redacted]###-###-#### direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I fully understand that this is not a safety issue and simply a cosmetic issue; however, this is not a matter of a little dull rust scattered around on the rotors, the entire rotors are covered in a BRIGHT orange rust that can easily be seen for blocks. This is NOT a normal issue and I have never noticed another car with this amount of rust or the brightness of the rust. I brought up my concerns to our sales person dan prior to the purchase of this vehicle and he assured me that it would fall off on the 4 hour drive home of which I did not buy and subsequently was given Dan's word as a condition of the sale that if it did not resolve by the time I reached my destination I could take it to my local dealership and they could charge Wilde Honda to correct the issue. Only after I dropped off the vehicle and Wilde Honda was given the cost associated with fixing the issue did they decide it was to costly and would not honor their word "a condition of the sale". I have attached pictures of the rust issue and you can clearly seefrom the pictures that this is not normal and an obvious eyesore for a very expensive vehicle that is only 3 years old. Wilde Honda has never said this was not a condition of the sale, the only thing I keep hearing is that there is nothing more they can do, that it is to costly and that it is not a safety issue.. The only thing they are worried about is what is covered under the certified warranty of the vehicle and not what their sales people offer their customers as conditions of the sale.
Regards,
[redacted]

Ms. [redacted] responded to an offer on [redacted] to have her vehicle appraised for purchase or trade.Part of the inspection process is checking the operation of each option of the vehicle including operating the power windows. During the inspection our technician saw that the driver side window...

had a small crack in it and that the window was not appropriately seated in the track. On further inspection he noticed the window was off it's track.We informed Ms. [redacted] of this and tried to explain that we had nothing to do with the problem.  She was insistent that we damaged the vehicle as it was her position that it was not in the same condition as when she brought it in for the value assessment.  Our manager on duty indicated that our technician discovered the broken track when the window did to operate properly during the inspection. She left the dealership very upset that we would not repair the window at no cost to her. Wilde East Towne Honda has a policy of doing the right thing for every customer. Please read our Dealer Rater reviews and you will see that we lean heavily toward the customer in nearly all situations but didn't feel her assertion was fair.Unfortunately Ms. [redacted] decided to trade the vehicle in elsewhere.  We apologize for any incovenience she was caused and hope sincerely that her new vehicle will serve her well for many years to come.[redacted]Wilde East Towne Honda

Mr. [redacted], thank you for bringing this to our attention. We are very disappointed to hear you have been experiencing volume fluctuations in your Pilot Touring. When you brought the vehicle in we had one of our Master Technicians that was new to our dealership working on the vehicle. His work has...

been exceptional, but it appears we made a mistake in diagnosing the issue and should have come up with the proper service bulletin. Our service manager is reviewing this exact case with the technician to ensure it does not happen in the future. This particular service bulletin was updated on September 9th, the day before we had your vehicle in to look at the volume fluctuations, and have performed the service on several vehicles since. We apologize your vehicle was not properly diagnosed.To that end, we are most definitely able to replace your tuner unit with a properly functioning one under the Honda Service Bulletin 16-025. We are sorry for the inconvenience this has caused you and appreciate the opportunity to resolve this for you. We understand that when servicing your vehicle you are entrusting us to provide sound recommendations and find proper solutions swiftly. We would also like to provide you with a service credit toward other future services with us to give you the opportunity to service your vehicle with us so you may see the true level of professionalism we expect from our staff.Please feel free to share this service bulletin information with the message board you are a part of, just in case they still seem to be having issues. You may reach out to our customer relations manager, [redacted] or directly by email at [redacted] as well. We are sorry our staff missed this and appreciate the opportunity to continue working with you.

Good afternoon Jordan.We are sorry to hear you have had some conserns arise with your Honda Fit. You did mention our staff looked at the rear door and it seemed OK after that. According to our records, your vehicle has only been here 2 other times for regular services - one for tire change and...

rotate (6/17/15) and the other for a tire change and rotate with a master switch replacement (1/27/15) - which we did not charge you for. Other than that, we do not have any service records that we looked at your vehicle for anything else. When you purchased the vehicle with 163,000+ miles on it, it was not a Honda Certified Used Vehicle, it was a vehicle that we backed by our own Wilde Certified program - in the event something unforseen were to arise we offer a 1 month / 3,000 mile coverage which you signed the agreement for (scan attached). We perform a safety inspection on every vehicle we offer for sale, though we cannot foresee when something else on a vehicle may need a replacement - which is why we offer our own coverage. Unfortunately, when purchasing any vehicle with over 100,000 miles it becomes more difficult to know when something would happen.Our diagnostic charge is at most $110, typically $55. If there is service work that is performed as a result of the diagnostic check, there are times the diagnostic charge will be waived. We are surprised to hear any of this information after having your vehicle in here for service twice since the vehicle was purchased without any note on those service visits about your concerns.We are willing to discuss options for inspecting your vehicle and advising how to proceed, but without physically seeing your vehicle, there is little that we can do. If you are interested in having us look at your vehicle further, please reach out to our customer relations. You can contact [redacted] at ###-###-#### to discuss your concerns at your convenience.

I spoke to both of the persons filing the complaint and explained that the "rust" is cosmetic and is caused by the steel rotor hubs which will oxidize no matter what is done to try to alter their visage.The issue is purely a cosmetic one and has absolutely no relationship to the safety of the vehicle.Their Honda dealer explained this to them as well. The only resolution is to replace all four brake rotors (at which time you should probably replace the pads on all four brakes) and then immediately upon driving the car anywhere in this climate, the same oxidation will begin to occur.Their original Revdex.com complaint regarded, for the most part, charging them a $219 processing fee at the time of they purchased their vehicle.  It is a standard fee which appears on all offers and contracts we transact.  I pay it as well when I buy cars from us as do other employees. Their other complaint was that their second ignition key needed to be programmed to their car.  They asked for and I paid their servicing dealer $60.62 for the programming. I also refunded them $250 for the $219 processing fee as a "good will" gesture.I have advised them several times that there is nothing short of replacing all four rotors which will change the current visage. The oxidation (rust) is evident (in various degrees based on age) on every vehicle we have in stock with the exposed hubs. We feel that we have honored our full commitment and then some with these customers. [redacted]General Manager

I was there with my daughter recently helping her buy her first new car. We had negotiated the price for her new car on line, along with a trade-in price for her current car, over the course of the preceding week. We had also discussed financing and had a date and time set for us to come in and complete the transaction.
When we arrived at the dealer, the salesperson we had talked to online was not there (we were told it was his day off, even though he had agreed to meet us there on that day and at that time), and no one else at the dealership knew anything about our planned deal and the discussions that had occurred. They said they tried to call him on his cell, but no answer. We were expecting a quick turnaround on our purchase but were told that the car we had planned to purchase wasn't even in stock. After asking to speak to the manager the car miraculously showed up, and after a long 3 hours, we were on our way, but with limited "apology" from the manager for how things unfolded or concern for our dissatisfaction with the process. Had my daughter not had such high expectations and excitement for her planned purchase that evening, we definitely would have walked and purchased the car at another dealer.
Two days later I called the new car manager to share our poor experience. He was not available, so I left my name and number on his voicemail and asked for a return call. It's been over a week, and no call. I have since sent an email to the dealership asking for a return call and, again, no one has called.
I've purchased approximately 25 cars over the past 50 years and this was by far the worst experience I've ever had, and the fact that the the managers at the dealership won't even return a phone call is an example of extreme disregard for the satisfaction of their customers. I am looking forward to sharing this experience with as many people as I can.

Review: I took my Jeep in to get an AutoTrader offer, while in their possession the drivers side window came off track and cracked. It was in working fine when I gave it to the salesman, he said he used it and it worked fine, but when I got it back it didn't work and it was cracked. The manager told me I would need to figure it out and they weren't going to do anything to rectify the situation.

I have since traded my vehicle in and taken a loss on the trade in.Desired Settlement: I don't want anymore calls or emails from them, I'm already on som type of list because I am getting constant emails from them. I guess at this point I just want to file a complaint in case others have problems with them. They can't fix the window they broke since I traded it I and took the loss. I just want them held accountable for their shady actions.

Business

Response:

Ms. [redacted] responded to an offer on [redacted] to have her vehicle appraised for purchase or trade.Part of the inspection process is checking the operation of each option of the vehicle including operating the power windows. During the inspection our technician saw that the driver side window had a small crack in it and that the window was not appropriately seated in the track. On further inspection he noticed the window was off it's track.We informed Ms. [redacted] of this and tried to explain that we had nothing to do with the problem. She was insistent that we damaged the vehicle as it was her position that it was not in the same condition as when she brought it in for the value assessment. Our manager on duty indicated that our technician discovered the broken track when the window did to operate properly during the inspection. She left the dealership very upset that we would not repair the window at no cost to her. Wilde East Towne Honda has a policy of doing the right thing for every customer. Please read our Dealer Rater reviews and you will see that we lean heavily toward the customer in nearly all situations but didn't feel her assertion was fair.Unfortunately Ms. [redacted] decided to trade the vehicle in elsewhere. We apologize for any incovenience she was caused and hope sincerely that her new vehicle will serve her well for many years to come.[redacted]Wilde East Towne Honda

Consumer

Response:

Review: The minivan I purchased from Wilde Honda was advertised with features including RES (rear entertainment system) with Navigation. It was advertised with these features on their website for more than a few weeks. While working with our sales person he also confirmed that this particular model came with a Navigation system. He also showed us other models which were $2000 less without Navigation, but we choose the model we thought came with both RES and Navigation. Finally we purchased the vehicle (under some pressure to close the deal). The next day after reading the manual and trying to activate the Navigation system I discovered that our vehicle does not have this feature. Immediately I called our sales person but he was off for 5 days. Then I tried to contact [redacted], who was present when we closed the sale, and he was off for 2 days. Finally I spoke to [redacted] and the response from him was aggressive - his offer was for us to return the vehicle and he would use that as a credit for another vehicle. He said that the online advertisement was a mistake saying, "they screwed up." I replied that I paid a price for both features the RES and Navigation. And [redacted] responded that the model we purchased does not come with both features. I paid almost $2000 more for a vehicle that didn't come with the advertised vehicle... while there was another vehicle on the lot for $2000 less with the same feature (RES only).Desired Settlement: The response that they just screwed up doesn't help the situation or acknowledge that they falsley advertised the features on a car, and sold a car based on that advertisement. Either I want to exchange the vehicle I purchased for one that comes with both features advertised (RES AND navigation) or I want the company to refund me the additional cost they charged me for their false advertising a feature that is not on this car.

Business

Response:

With reference to the concern brought to Wilde East Towne Honda (hereafter referred to as WETH) by the Revdex.com of Wisconsin, in regards to the concerns of Mr. [redacted]’s purchase of a 2011 Honda Odyssey with [redacted] miles (exhibit D), the following is addressed.

Mr. [redacted] purchased a 2011 Honda Odyssey EX-L on February 28th, 2014 from WETH as can be verified by the purchase contract (exhibit C). Mr. [redacted] states he opted for this particular Odyssey because it contained both the factory Navigation System (Navi) and Rear Entertainment System (RES). American Honda Motor Co. only offers the two systems together on the Touring model and above, and as such this combination is not available on the vehicle Mr. [redacted] purchased.

Mr. [redacted] brought to our attention the fact the vehicle did not have a Navigation System in it, and [redacted], offered to buy the vehicle back and apply the value toward a different vehicle with the Navigation Unit. Mr. [redacted] had agreed to this option, and WETH was waiting for a vehicle to arrive that would work for Mr. [redacted].

Upon receiving the complaint from the Wisconsin Revdex.com, WETH Customer Relations, [redacted], reached out to Mr. [redacted]. Mr. [redacted] indicated to Mr. [redacted] he paid more for this particular unit over another comparable vehicle that WETH had available at the same time. Mr. [redacted] reviewed the previous sold inventory and found the referenced vehicle, H1593 (exhibit B). WETH’s website had H1593 listed for sale at $28,999 and sold the vehicle for $28,500 (exhibit E line 4). Mr. [redacted]’s vehicle (exhibit A) was listed on WETH’s website for $29,999, and was purchased for $29,000 (exhibit C).

After reviewing the sales records, Mr. [redacted] contacted Mr. [redacted] informing Mr. [redacted] the vehicle he referenced was indeed available at the same time and WETH typically sold 2011 Odyssey’s with RES for around $28,500. WETH proposed to Mr. [redacted], as a good will gesture, to refund Mr. [redacted] $850 - effectively resulting in a lower than typical sale price at $28,250. Mr. [redacted] indicated he would be more comfortable with $1,000, and WETH has agreed to provide Mr. [redacted] with a check for $1,000 as customer good will, resolving Mr. [redacted]’s concern with WETH. Mr. [redacted] accepted the settlement and has agreed the issue resolved (exhibit F).

Review: My wife and I went into Wilde Honda a couple weeks ago which is hours from our home in Iowa. Our salesperson was Dan and his knowledge of the vehicles and processes were pretty non-existent. We finally signed a contract after an entire day of looking at vehicles and huffing, puffing and sighing from Dan as we requested issues to be fixed. After we finally decided on a van they dealt with our trade when we were not satisfied with the amount they were offering us for our trade in Dan brought over Brent (Used car manager). From the get go Brent had a serious attitude problem and was extremely short and rude with us which change the mood immediately. After he walked away we talked with Dan and said the amount would need to be more. Dan went and talked to Brent again and then brought back a paper Brent wrote on in huge letters that said something to the effect of "This is way more that the car is worth and you will not get another penny" That really made me angry. Also when we finally agreed to a price and signed the contract they decided to come and charge $350 in processing fees which was completely a blind side and never discussed. We were in a hurry to leave and get home to our kids and missed a few things. After I got home and started going over the paperwork I realized that things were missing and the certification list was checked out but wasn't done correctly and took it to my Honda dealership to correct the issues that were part of the contract. Wilde Honda would not authorize my Honda dealership to do the work and instead made me wait a week for them to send me products to start and fulfill their contract. They were also suppose to put a lien on the car as there is a loan out on it and apparently that was never done. They are now holding the title hostage and as I have been dealing with Shawn lately he will not release it until he receives our cars title. Shawn has been extremely difficult to work with as well and does not understand how to treat a customer. Simply asking for them to fulfill the contract we all signed has been a nightmare along the way and promises that Dan made are being superseded by Shawn. Unfortunately the 3 main people my wife and I had to deal with at Wilde Honda need some serious attitude adjustments and classes on how to treat customers. I also have a HUGE problem with the $250 processing fee that I was charged at the very end of the transaction. I find it extremely bad business to charge a customer to process paperwork for a vehicle you are paying the for. I believe that should be refunded to me. That charge is extremely high compared to most dealerships.Desired Settlement: I would really like to see the $250 processing fee returned and as for the customer service.... I guess that's not my concern anymore... but I do think they need some classes on how to treat a customer right.

Business

Response:

We apologize sincerely for whatever actions we displayed at the time of purchase. It is certainly not our intention to cause our customers distress.I am interested in this customer feeling comfortable with the pricing of their vehicle so If they would agree to contact me, I will be happy to discuss the issue.We will refund the $219 document fee as this is the amount the customer was charged. I'm not sure where the $250 amount comes from as all of our documents indicate the normal processing/document fees are displayed in our final agreement .Again, please accept our apology. [redacted]General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regarding Complaint ID #[redacted]. I just went online and saw that my case was closed. Although the business gave on some things they did not live up to what their salesperson gave his word on to complete the sale. I was told by the salesperson as a condition of the sale that if the rust on the rotors of the van did not clean off on the 4 hour ride home that I could take it to my local Honda dealership and they would pay for them to be corrected. I did take the vehicle in upon my return to my local Honda dealership and unfortunately when Wilde Honda heard of the cost associated with rectifying the issue they declined the charges and to this day have said there is nothing they can do at this time. Please update the complaint please and if possible leave it open and see if you can mediate with them again to close this last issue.

Review: I purchased a 2008 Buick Enclave from Wilde East Towne Honda on 01/27/14. Approximately one month and two days later, the vehicle stalled. On 02/28/14, the check engine light came. While driving the next morning, 03/01/14, the check engine light remained on, the vehicle was making a humming noise, there was hesitation on acceleration and the traction light came on. I pulled into an auto parts store parking lot and the steering wheel locked as I was parking. An employee at the auto parts store did a diagnostic test and found the following: Transmission Control System; Shift Solenoid (SS) 1 Valve-Performance – Stuck On; Cylinder 5 Misfire Detected; and Evaporative Emission System Flow During Non-Purge.

I had the vehicle towed to Wilde East Towne Honda. A diagnostic test was done and I was told that the vehicle had a misfire and needed spark plugs and possibly a coil pack. The cost to replace the spark plugs was $186 and the coil pack was $110. He mentioned that the warranty had expired and suggested that I talk to the salesman that sold me the vehicle or a manager regarding paying half of the cost.

I talked to a manager and we agreed that I would pay half of the $186 to replace the spark plugs.

After replacing the spark plugs, they did a test drive and notified me that the power steering pump needed replacement as the steering wheel was locking. I was told that the vehicle was not steering properly and the cost of repair would be $700-$800.

I voiced my concern to a manager regarding the costly repairs. He offered to adjust pricing but said they could not do it for free. Paying $186 for spark plugs; $110 for a coil pack; and $700-800 for a power steering pump is ridiculous. I should not occur an out of pocket expense when the problems with the vehicle should have been found upon inspection and repaired. I was told that spark plugs are not checked during safety inspection. However they changed the oil and that is not part of a safety inspection. Even though the problem with the power steering was found later after replacing the spark plugs, the technician told me that they do check this during safety inspection.

I also voiced my concern with them hiding problems with the vehicle. The manager said they could not predict what would go wrong with the vehicle. The misfire and other issues were found during the diagnostic test that was done at the auto parts store. It amazes me how Wilde East Towne Honda failed to mention the other issues and only found the misfire. I asked several times if they found more wrong with the vehicle and was told that there was nothing else wrong with the vehicle other than the misfire. I then asked for a print out of the diagnostic report to compare with the print out I received from the auto parts store. I was told they use a hand held device, it has no printer and the technician documents what he finds. I found that odd since the auto parts store used a hand held device also and was able to give me a print out. I am sure Wilde East Towne Honda's technology is more advanced than an auto parts store.

I am outraged that Wilde East Towne Honda would sell me a faulty vehicle, try to conceal it and now want to make a profit from the costly repairs.

On the day I picked the vehicle up, it would not start. That should have been a red flag to not purchase it but the salesman assured me that it was the battery. He said it had been sitting on the lot in the cold and that he would replace it. The vehicle was also hard to put in gear and he attributed that to the cold weather as well.Desired Settlement: Wilde East Towne Honda should accept full responsibility for selling me a defective vehicle. For relief, I am SEEKING A FULL REFUND. I do not want them to repair or replace the vehicle.

Business

Response:

With reference to the concern brought to Wilde East Towne Honda (hereafter referred to as WETH) by the Revdex.com of Wisconsin, in regards to the concerns of Miss [redacted]’s purchase of a Buick Enclave with 108,744 miles, the following is addressed.

Miss [redacted] purchased a 2008 Buick Enclave on January 27th, 2014 as can be verified by the purchase contract (exhibit A). Miss [redacted] acknowledged receipt of documents (exhibit B) that will be referenced in this letter, to include the Motor Vehicle Purchase Contract and Wisconsin Buyers Guide (exhibit F). She purchased the vehicle "As Is", indicated by the Wisconsin Buyers Guide (exhibit F) and the Purchase Contract (exhibit A). Miss [redacted] was able to drive the 2008 Buick Enclave for 33 days after purchase without issue (exhibit - P). She alleges WETH was aware of preexisting mechanical issues prior to her taking delivery of the vehicle on January 27th, 2014.

It is not the intention of WETH employees to sell vehicles that will require work to be done shortly after they have been sold. WETH technicians are paid by hours of billable work performed on vehicles. As such, it is in the best interest of the WETH service department and the technician to identify all potential work. Technicians are not paid by the hour on a time clock, but rather on billable service time on a Repair Order (RO).

In accordance with WETH’s internal expectations and the Department of Transportations safety inspection requirements, as noted in exhibits D and E - the technician safety worksheet and Wisconsin Buyers Guide, WETH’s technician made note of recommended work found during the safety inspection performed on December 3, 2013. The work performed includes front shocks leaking and clunking, an alignment and leaking crank seal. The internal work order (exhibit J) indicates all of the noted items were completed to make the 2008 Buick Enclave ready for sale and meet the standards of WETH and the Department of Transportation safety requirements. The work was performed by WETH Technician [redacted], a factory trained technician, qualified to perform the work (exhibit E). Technician [redacted] has a 2 year vocational degree from Madison Area Technical College, along with several years experience in the field (exhibit M).

During routine safety inspections, visual inspections are performed on many items, to include ABS Brake Systems, Power Accessories, Steering Components, Suspension and much more (noted in exhibit E and F). While the power steering is not specifically mentioned, visual inspections are made for known or visible leaks, excluding minor seepage. Based on the findings of the technician, and satisfactory completion of $2,309.34 of recommended work (exhibit J), WETH offered the 2008 Buick Enclave for sale. When Miss [redacted] went to test drive the vehicle, the vehicle would not start due to record extreme cold weather the state of Wisconsin has experienced. As a vehicle sits without being driven, the battery loses the cold cranking capacity - resulting in difficulty or inability for ignition to start. At that point, WETH tested the battery and the battery had a bad cell (exhibit O). At that point WETH replaced the battery (exhibit I), and Miss [redacted] was able to drive the vehicle for 33 days without issue.

Miss [redacted] postulates since she purchased a used vehicle “As Is” a dealership should have the foresight to know when a part, or parts, may fail. A vehicle with 108,744 miles (exhibit F) is much more prone to part failures, but that does not place the burden on a dealership to predict when such occurrences may happen. In order to help protect customers, WETH offers many different protection plans, Miss [redacted] was offered multiple options (exhibit G), all of which she denied as is noted by her signature with the statement “I decline all options”.

WETH is not in a position to predict when a part on a vehicle may fail, whether on a new or a used vehicle. Because used vehicles do not come with an express written warranty, WETH offers their own preferred coverage (exhibit C) to help customers in the unfortunate occurrence of an unforeseen event. The coverage stipulates:

“Our factory trained technicians conduct a complete safety audit of vehicles as noted in the Buyers Guide. However, a vehicle is comprised of over 30,000 parts and no one can determine when a component will fail. We offer numerous service contracts and other protections. If you purchase the vehicle “As Is” without an extended warranty [service agreement], we offer this agreement"

In the preferred coverage, WETH offers to cover the vehicle for 30 days from the date of purchase, where WETH will split the cost of any incurred repairs 50/50 with the customer. Miss [redacted]s vehicle coverage ended February 26th, 2014. In a good will gesture, WETH offered to continue to split the cost of repairs since Miss [redacted] was 3 days beyond the preferred coverage.

WETH has also provided Miss [redacted] with a vehicle (exhibit L) the entire time her 2008 Buick Enclave has been in for service, going on 12 days, though it was signed for only 2 days as the work should have been completed in that time . Normal rental car options run $29.68 / day of rental (exhibit N), as such WETH has provided Miss [redacted] with over $356 in vehicle use while her vehicle sits at the dealership.

Miss [redacted] disputes the recommended services on the fact that she received a print-out from an automotive parts store indicating error codes found on her vehicle. Miss [redacted] believes WETH should also be required to furnish a print out, while the dealership does not use scan tools that print out. As an automotive parts store is in the business to sell parts, it is difficult to say whether they had a factory trained technician perform a thorough inspection of the vehicle. As noted in the scan tool manual (exhibit K - page 20), the tools are merely used for diagnosing potential problems - it is up to a trained technician to determine the actual prescription to fix the vehicle.

Based on the technician’s experience, it was determined the vehicle may be in need of spark plugs ($186) and a coil pack ($114) (exhibit P). It was determined while replacing the spark plugs that the coil pack was not necessary, however the power steering was failing and in need of replacement ($718). In accordance with WETH’s preferred coverage, Miss [redacted] was offered these services at a 50/50 split with the dealership - $93 for spark plugs and $359 for the power steering, totaling $452.

As stated earlier, it is in the best interest of the service department and technician to notate any and all work, as that is how they are paid. There is no value to the dealership to omit potential work. WETH goes above and beyond the safety inspection by performing an oil change during the safety inspection, increasing the value of the vehicle. Since dealerships and service departments are in business to sell service, neglecting to document potential work is, in effect, financial negligence.

Requesting that WETH buy back her vehicle is an unreasonable request after 33 days. WETH has been more than fair with Miss [redacted]. Many dealerships offer no coverage when the vehicle is purchased "As Is". WETH is interested in preserving positive customer relations. In the spirit of good will WETH agreed to continue the Preferred coverage past the 30 days honoring the 50/50 split, furnishing a loaner vehicle and waiving the $50 diagnostic fee (exhibit C).

WETH is currently working with Miss [redacted] to resolve her concerns.

Business

Response:

We sympathize with Miss [redacted], and do not wish any customer to need to service their vehicle before a regularly scheduled oil change when they purchase a vehicle from us. That is why our dealership authorizes, sometimes very costly, repairs to be done to our vehicles prior to offering them for sale. With vehicles having over 30,000 components, dealership personal are not in a position to predict when any one given part may fail, especially when a vehicle has over 100,000 miles.

We have factory trained technicians perform all safety inspections to ensure vehicles sold meet DOT safety requirements for sale, along with providing written recommended maintenances to offer a quality vehicle for sale. Technicians are paid by the jobs they perform, and as such it is in their best interest to report all potential work. All the recommended work was performed prior to the sale of the vehicle.

During the time Miss [redacted] was provided with a vehicle while we performed diagnostic testing. In the interest of providing exceptional customer service we offer 30 days of coverage where the dealership will cover 50% of any issues that may arise. Used vehicles are sold ‘as-is’ include no warranty coverage, so we offer this as a [redacted]efit to our customers. Despite the issue arising on the 33rd day, in the interest of good-will we continued to offer the coverage to split the cost of the repairs with the customer. Upon finding out the vehicle would not be paid for completely by the dealership, Miss [redacted] refused to pay for her vehicle and continued to drive our loaner vehicle at no charge to her. We informed her if we were not going to be performing the work to her vehicle, she needed to return our vehicle. She then authorized the work to be completed. Miss [redacted] was informed she could have the work performed elsewhere if she would prefer to do so.

The day after she picked up her vehicle after completion of the work, there was a new issue that triggered another check engine light visit. While we did send the vehicle to a Buick dealership for a more in depth scan, the faulty solenoid was not the same as what Miss [redacted] is referring to. This was a completely different issue, one that we opted to pay as a good-will gesture. Our mechanic scanned her vehicle and discovered the new concern and sent it for a more thorough test to ensure there were no other issues.

It is unfortunate that Miss [redacted] had these occurrences with her vehicle. If our staff could predict parts that will be failing in the immediate future, we would certainly do our best to prevent these from making it to our customers. Miss [redacted] was in full knowledge of the coverage we offered, but was not satisfied when we asked her to pay for her portion.

Consumer

Response:

Review: I spent $30,000 on a certified 2014 Honda Pilot from Wilde East Towne. I got 20 miles down the road and noticed multiple chips in the windshield. The dealership claims this is normal wear and tear and refuses to do anything at all to help with the repair. Multiple chips in a windshield is normal wear and tear if I was spending $500 on a junker from a mom & pop shop down the road, but we drove over 2 hours to give this large dealership our business and spent $30,000 on their certified used car. They failed to disclose the information that the chips were there. And then admitted that they knew about them, but refuse todo anything about it. This is very very wrong and sad. We were treated like cattle by these people and now they're refusing to stand by their product.Desired Settlement: Repair or replacement of our windshield without any cost to the customer, me.

Business

Response:

This issue has been resolved with the customer. Our sales staff did not bring the concern to our management team to resolve. We have addressed with our staff to get management involved when we have a customer concern about quality.See below the correspondence texted between our manager and the customer. The repair has now been completed to the customer's satisfaction. Regards,[redacted]Wilde East Towne HondaCORRESPONDANCE:Cust: Hi [redacted] here. I was unaware that you were unaware of our issue with the windshield, so for that I apologize. However, I've been dismissed by [redacted] and mainly [redacted] on this issue, so I figured the buck had just been passed to you. My wife says you're going to make this right and take care of it. Please do so. I've already filed a formal complaint with the Revdex.com of Wisconsin. We are proud, polite consumers and we feel extremely offended by how we've been treated by your dealership, so if more than the Revdex.com needs to be notified then that's what we'll do. I hope that you'll be a stand up guy and take care of us. We spent a lot of $ on a product you and your dealership provided and expect that little things like this should be taken care of by you with an eager willingness instead of being told "too bad."[redacted]: I'm moving some cars on lot and will get things handled for you. Appreciate reaching back to me after calling today. I just called satellite to see if they can set up a time to repairs. [redacted] should be able to reach you Cust: Okay. What is satellite and is [redacted] an employee of theirs?[redacted] is a manager and he can set a mobile appointment for you at your convenience anywhere up there Cust: Okay will he be contacting me or [redacted]? And satellite is the name of the company?Or did you mean safelite?[redacted]: I have him this number. Safe lite formerly auto glass specialist Cust: Perfect. And they know to bill you guys then?Thank you [redacted]. I appreciate you taking care of this. I know you weren't involved when we were there. It's not a good vibe your staff puts off. I realize you guys are a high volume dealership and that has its advantages for everyone, but that doesn't mean the customer becomes just a number. Spending that amount of $ is still an emotional and important decision for people.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I reviewed the resolution message from the dealer and yes they made the repair of having the chipped glass filled in. However, saying that their sales team had not made management aware of this issue is flat out continued dishonesty. [redacted] Is on the management team there and was fully aware of the issue and was not willing to even consider resolving the issue. I was simply told that it was not a safety issue and that it wasn't their problem. From the beginning of our entire experience at Wilde East Towne Honda, it was abundantly obvious that [redacted] (who I dealt with directly) was driven by trying to do as little as possible for the customer while still making the sale. This was by far the worst car buying experience I've ever had. There was no disclosure of the vehicle defect and up until speaking with [redacted], we were treated very very poorly by [redacted] and the rest of the staff.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

We appreciate the opportunity to review the concerns of our customer. I did review the comments in the rejection and realized I overlooked the comment that our manager, [redacted], was involved from early on.

Check fields!

Write a review of Wilde East Towne Honda

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Wilde East Towne Honda Rating

Overall satisfaction rating

Description: Auto Dealers - New Cars, Auto Dealers - Used Cars, Auto Dealers - Hybrid Vehicles, Auto Repair - Maintenance, New Car Dealers (NAICS: 441110)

Address: 5555 High Crossing Blvd, Madison, Wisconsin, United States, 53718

Phone:

Show more...

Web:

This website was reported to be associated with Wilde East Towne Honda.



Add contact information for Wilde East Towne Honda

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated