Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Jeep Rubicon from this dealership. Had a problem with the air actuator. Put it in the shop to be repaired. While it was in the shop, something happened to the rear back up camera. It was working fine prior to this visit to the shop. I spoke with the manager (Miguel ******) and he said the camera is an aftermarket camera known to have issues. This was not disclosed when I purchased the vehicle, and the camera was crystal clear until they worked under the dash. I brought this issue to them and was totally dismissed. Said it was now my problem. In addition, the overhead speaker system doesn't work. Again, told that I purchased it so it is now my problem. They are not responsible for any of this. I am not looking for money, I just want these things to work. I paid good money for the jeep.

  Business Response

  Date: 05/03/2024

   

  Our store management contacted the customer regarding the issue with their vehicle and scheduled a visit. They were able to repair the problem free of charge, and the issue has been resolved.

   

   

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is falsely advertising prices on vehicles. Using complete bait and switch tactics. I called into the GMC dealership discussed the online pricing and was in agreeable with terms / price / shipping costs. When I received the terms via email the price of the car jumped $20k… Rep said that was a glitch in our system we now cannot honor that price. This is false advertisement and I’m looking to be sold the vehicle for the advertised price.

  Business Response

  Date: 02/16/2023

  BBB of Greater Mary*and,

        Our internet feed provider ********** and ****** had a prob*em picking up the proper pricing and feeds. Our disc*osure c*ear*y on the website says the fo**owing(c*ear*y): 

  It even INC*UDES FREIGHT. Conditiona* incentives are avai*ab*e and price wi** be adjusted according*y if one qua*ifies. P*ease ask dea*er for detai*s. Tax, tit*e, *icense and dea*er fees (un*ess itemized above) are extra. Not avai*ab*e with specia* finance or *ease offers. A** internet pricing or Internet prices are subject to change without notice and a** vehic*es are subject to prior sa*e. Dea*er makes every reasonab*e effort to provide accurate and time*y information, however, errors may occur; therefore, p*ease understand the Dea*er is not responsib*e for typographica*, i**ustration, or pricing errors, incorrect equipment *isted on any vehic*e, or discrepancies in any statements of condition.

     As a side note the day before we had trucks on the website for $540,000 instead of $54000. We have fixed this issue and wi** continue to monitor our pricing dai*y. We had 46 peop*e put in *eads from a** over the country for the same vehic*e. C*ear*y it was a mistake and we do apo*ogize.

   

  Thanks

  Kevin *. *********

  ******* *******

• Initial Complaint

  Date:09/13/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over multiple years, I've made repeated attempts via postal mail and email to be removed from postal mail marketing campaigns. I would say that these requests were completely ignored, but they actually used one of the requests to ADD me to the email marketing list. I do not wish to receive these and is having very much the opposite impact that they are expecting.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/14) */
  I have permanently remove the customer's email and physical address from the entire Wilkins Automotive database. The customer will no longer be contacted by email or USPS from Wilkins Automotive.
  
  The removal from the dealership mailing list may or may not impact correspondence form new vehicle manufacturers.
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for addressing my issue and removing the address from the marketing list. It's unfortunate that it took many years, repeated requests and finally a BBB complaint to get this rather simple issue dealt with. I would urge you to handle such requests with due care and attention in the future.

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to the dealership regrading what i believe to be an act of fraud or negligent work at the least. When i purchased the vehicle, the service manager and I completed a I OWE YOU form, since i was purchasing the vehicle as is, but had complained about the brakes/rotors. The newly purchased vehicle was then at the shop for 2 days, where they claim to have replaced front brakes and rotors. However, recently I took the vehicle to dealership because it was pulling, shaking and making noise whenever i decelerated. The dealership inspected car and found that I needed both front and rear brakes and rotors Now being that i purchased as is, i accept full responsibility for rear work. However, there is no explanation for new authentic Volkswagen brakes and rotors needing to be replaced in just 10,000 miles. I reached out to the owners of Wilkins Buick requesting I be compensated for the front rotor and break work, which was approximately $800. I wholeheartedly believe they used some cheap trick, like sanding or smoothing parts rather than replacing them, which is the only reasonable explanation for the outstanding wear down, in such a short amount of time. Again I am not seeking total cost of repair which was $1500, I just want to be reimbursed for work which was supposedly done at time of purchase. Reached to salesmen directly, no call back. Reached out to owner via email without follow up or resolution. I believe I was duped into believing repairs had been made, as a way for them to avoid my concerns. The dealership did not honor the I OWE YOU and ended up costing me hefty repairs. Can supply documents from VW dealership citing the condition of the brakes and rotors and the need for immediate repair. Also have copy of email sent to Wilkins Buick requesting resolution of matter.

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 6, 2022/08/18) */
  Re: We received a complaint # XXXXXXXX on your business
  External
  Inbox
  
  Robert ****** <*******@wilkinsautomotive.com>
  Attachments
  Wed, Aug 17, 3:53 PM (21 hours ago)
  to me
  
  Ms. ****,
  
  In response to the BBB complaint(#XXXXXXXX), Wilkins Automotive is of the opinion that we have no financial responsibility for the cost of the brake repairs performed on the 2018 Volkswagen Tiguan, owned by ********** ******. The vehicle passed a Maryland State Vehicle Safety Inspection on 05/25/2021. The brake pad thickness, at the time of this inspection, was 12/32 of an inch for the front brake pads and 6/32 of an inch for the rear brake pads. The minimum brake pad thickness, to pass the Maryland State Vehicle Inspection is 2/32 of an inch. Both the front and rear brake pads were well above the state mandated minimum safety standard.
  
  When the vehicle was purchased by ********** ****** on 06/26/2021 a "Due Bill" or "We Owe" was issued to the customer to "Look at brake rotors." A repair order was generated to inspect the brakes, as the customer indicated that the vehicle was hard to stop and the brakes were making noise. During this service visit on 06/28/2021, Wilkins Automotive replaced both front brake rotors to correct the customer's concern. There have been no other repair orders generated on the 2018 Tiguan, at Wilkins Automotive, since that date.
  
  I have attached images of the Maryland State Vehicle Inspection Report, the due bill presented to the customer at the time of sale, and the repair orders for the Maryland State Inspection and front brake rotor replacement.
  
  In closing, it is the position of Wilkins Automotive, that the owner of the vehicle should incur all cost associated with maintaining their vehicle.
  
  Respectfully,
  
  Robert ******
  ****************
  Wilkins Automotive
  XXX-XXX-XXXX
  *******@wilkinsautomotive.com