"Worst experience ever in a car dealership."
Toyota Financial and Wilde Toyota you need to take care of your customers. Horrible service.
We re-leased a 2016 V6 XSE Camry at Wilde Toyota in Milwaukee and turned in an leased 2014 leased Camry LE account number #03-0782-bz174
The Camry was turned in pristine condition and the reason we did this was because there special deals going on the 2016's and we decided to take the plunge and leased another higher spec Camry.
No damage / pets / smoking / and the car was turned in with all the keys (3 ) two remote and a gray valet key to the salesperson (D.Behling)
We were happy with the Camry product and we upgraded and bought a 2016 V6 XSE Camry.
Then suddenly we received a letter with a bill for $226.86 which itemized as "wear and tear" and then in a subsection it said "missing 1 remote keys and manual".
I knew we had given the car back in great shape and were only over approx 300 miles. Wilde told us that would make the last 2 payments for us and then turn in the lease for us.
We gave all the items to the salesman when the deal was done.
When we emptied the car we left the manual, a tire warranty and maintenance
minder card in a Ziplock bag in the car along with all the maintenance records.
After receiving the bill from Toyota financial services I called the dealer and told him we had no leftover keys or manuals.
The dealer said that he would consult with the salesperson and get back to me. (Never happened)
I called Toyota Financial Services and explained to them that this was an unfair charge as we
Turned in everything on the day we took the new car home.
I was not getting any answers from anyone.
The TFC employees would emphatically listen to what I had to say and then after 5 minutes they would say a scripted reply "We're sorry you are not happy but let me get you to the correct person"
This happened about five times.
I was very confused as I kept getting transferred from one extension to another and having to repeat, the account number, Vin number with zero coherence between departments.
I was told by Ben from Toyota financial "we do charge if anything is missing". I told him that's fair but nothing was missing and why there is no paper trail for this issue ?
He then said "Toyota has been leasing cars like this and for 25 years and they are not going to change anything anytime soon"
I politely told him that we never got any paperwork from the dealer for turning the car in,
Except they said that they will turn over the car back to Toyota and we won't have to worry about anything and reiterated everything seemed in order and this was standard protocol.
The manager (Terry) and salesman at Wilde said everything looked ok and nothing was amiss.
I called back Toyota Financial again and I was routed to the leasing department at their corporate headquarters.
The person who came online was absolutely obnoxious and pretty much told me that I was responsible and if the keys were not turned in by the dealer that the customer is liable.
I told him that the keys were turned in along with the manual to the dealership along with the tire warranty paperwork.
The TFC rep said he would give me a discount on the amount owed. I asked him why I should pay for a car which is in your possession and there is nothing owed.?
The rep said we owe $50.00 for the over miles and 175 for the missing key and manual. really ? I just did business with you for over $50,000 and you are calling me a liar ?
He started reading the fine print on the contract which we signed and went on tirade and at point I was insulted enough and I declined any further assistance and decided to go the consumer protection route as I will not be taken for a ride after doing business with a company and giving them mine and my wife's hard earned money
"TERRIBLE SERVICE AFTER THE SALE!!"
DON'T buy or lease from Wilde. My wife and I mistakenly turned our vehicle lease in early. That was our fault. We are being charged $2400 for this. Two important factors though: the dealership told us at the service desk, that our lease was due in 2015 not 2016-- this occurred at my wife's last oil change which is documented in their system. Whichever young lady worked the desk that day told my wife this--yet Terry S the manager insinuates my wife is basically lying. Convenient.
Also, I called on a separate occasion and the gentleman I spoke to concurred that our lease was due in 2015 not 2016. Several calls to JOE ZANELLA the GM (insert laugh here) never were returned. Go figure. And Terry S was the rudest manager and most condescending person I've ever worked with. Several calls into him were scarcely returned. Listen, I've worked in sales for 15 years and would never treat my clients this way. I'm not asking for them to pay $2400 since this was hugely our fault for not checking the paperwork. However take some responsibility.
Conveniently they cannot locate my recorded call. Go figure. FUTURE POTENTIAL CUSTOMERS... PROCEED WITH CAUTION. YOU WILL NOT HAVE A POSITIVE SERVICE ORIENTED EXPERIENCE AFTER THE SALE!! Toyotas are great. Just get them elsewhere.
Brad F. (Joe ZANELLA... Still awaiting your call and some level of a positive customer experience transaction)--
All, I encourage you to please share this with all your friends, family, and colleagues as I have been and do this around the holidays when your family members are discussing shopping for a new Toyota!!
I'm also sharing this with all of my Army battalion at my reserve unit (that's another 110 soldiers within my unit) -- spread the concern and alarms!!
CUSTOMERS DESERVE RESPECT!!
Other Employees Tagged:
, Joe ZANELLA - their unresponsive GM
"Very Good People to work with"
I bought 2 cars in last month from this dealer ship they are very good to work with Randy Dunn and Jim Blake and other staff very good.
"Buyers beware! Wilde Toyota salesmen will tell you..."
Buyers beware! Wilde Toyota salesmen will tell you anything you want to hear to make the sale and then you are stuck with what you thought was exactly what you ordered to find out later they can't provide what was promised and will do nothing to resolve the issue! What is the synonym of no integrity, deceitful, and fraudulent misrepresentation? Wilde Toyota!
Update: I updated this review because after posting Toyota did come up with an acceptable solution. I love how well the new remote starts although it is a little awkward switching remotes to turn it off to use the other remote to open the trunk (especially with my arms full) in rainy or snowy weather.
Not my best new car experience and the customer service was also less than expected when my husband took the car in for the install. Promised a free loaner they offered a ride home and pick up service. After insisting on a loaner they started driving him to a car rental and then on the way had the driver bring him back and they gave him a free loaner with barely enough gas in it to complete his errands and return to the dealer when it was ready.
A second trip to the dealer to upload my phone contacts proved futile. After paging the two employees we were told to contact, 20 minutes or so another salesman offered to help. Unfortunately after another 30 minutes or he gave up and offered to contact the Toyota rep and get back to us. Our call back revealed we need to fork out additional dollars now to buy an upgraded phone before that feature will work.
All of this hassle during the busy holiday season could have been avoided had Toyota just provide a knowledgeable salesman at the start to tell us there was no remote available and that my phone was outdated to sync the phone contacts; we would not have purchased this car. But eventually I will get a new phone and be able to use these two "must have" features and enjoy driving my new car. However, if I ever buy a new car again, I sill would not go to this dealer and recommend you request a new car salesman and make sure everything works as you expect BEFORE they bull you into talking dollars and cents.
"I have bought or leased cars for over 30 years and my..."
I have bought or leased cars for over 30 years and my latest experience with Terry Schwieso and the Wilde organization was one of the best I have ever experienced. They were knowledgeable, worked within our budget and provided a shopping experience that was not typical of the other dealers we visited.
If you are looking at Toyota and want to have an enjoyable car shopping experience, Wilde makes it easy.
Ron P (New Berlin WI)
Other Employees Tagged: