Complaints

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So, my experience from the start was overwhelming. I had just been informed on Aug 8th my car was totaled from a **** that happened July 27th. I went into Wyatt Johnson informing them I was in deep need for a car for work and to get my kids to their appointments. ***** was the one that came set with me showed me the first vehicle oh they wont approve you cool, second vehicle oh they said you can get this then nope, and last a Volts wagon car they said they can get you in then boom nope. She set with me fighting, advocating, and going to bat for me on a vehicle. So, they finally find a vehicle the vehicle was in the repair shop needed one part was told Id have it next day. I signed the paperwork the 21 was supposed to receive keys the 22 never happened kept saying they were sent wrong part. They didnt offer a loaner vehicle or anything. ***** literally fought got me a loaner to get to work and a week or so later I have the vehicle. It came with not even a half of tank of gas really, more mileage than it started with, and they didnt put the tags on the car. Yet, they wasted no time blaming ***** whom wasnt even at work hasnt been in days. So, guess who I called ***** now she has to **** down my tags, pay to fill my tank on her own, and make sure they didnt f*** me over with the car. If it wasnt for ***** Im sure Id still be waiting or car less. Thank you to ***** for her kindness, hard work, and her customer obsession. Yall be careful with them their fast to lie and blame someone else instead of taking accountability. The my car begin to act up I messaged ***** multiple times barely replied nor was she answering my calls. I then spoke to **** sales manager who had me bring the vehicle in approximately October16th to be inspected, and after informed me it was just low on power steering fluid. Yet, my car remained having issues so I rescheduled with them. I then changed my mind because, I felt theyll just say again nothing is wrong. Got help somewhere else.

  Business response

  11/15/2024

  Ms. ******, 

  I would like to apologize for your experience you have had here. Please contact me at your earliest convenience. I would like to offer some assistance to you. 

  Sincerely, 

  ***** Burkeen 

  General Manager 

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

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25, 2015 I went in and took my Tacoma 2023 to get it ****** service. I have been looking at larger vehicles and wanted to trade in my ***** traverse. I had been talking to a sales person there for the last month I told them I would bring in the vehicle due to being a single mother. I had nobody to drive me there or a way to get it there besides, having it towed, it has been sitting in my driveway Due to I do not drive it. It has a few mechanical errors and needs a few minor fixes. They offered me only 1500 when the bluebook on it is 7000 for my trade-in. I told them no they would not give me anymore. I was talking to two other Wyatt Johnson dealerships they were trying to find cars and they were being much more helpful. I was asked when I would be back to get it. They did not ask for the keys back. They did not ask me to come move it they just asked when I would be able to come Get it I was contacted two days later and told I was going to be charged a storage fee for it. Sitting in their parking lot I was out of town. I would move it when I came back into town. I came back into town The night of the 30th I worked the 31st And had a ride to go and pick it up at 5 oclock, I was contacted that day at noon by a tow company saying that my vehicle was in their tow yard and wanted to charge me $150 to come and get it. The tow yard did not understand why they towed it but told me to call ** to get the towing covered, then called ** got a voicemail. I was reached out to two hours later by someone that said they were the general manager, that was very rude, recorded phone call and did not seem to care, tried to argue that it was seven days after Monday when it was Wednesday two days after the date stated and a text that it would be towed, I stated I will not purchase a car from them this is ridiculous. I brought it there so I could trade it in and I was still talking to somebody about getting a car. Was to be called on the second about coverage of tow, still no call.

  Business response

  08/08/2024

  **************** we are so very sorry for this. We were attempting to conduct business and needed your ***** moved. As we discussed the Traverse had been released today at not charge to you. Again I do apologize

  Sincerely, 

  ***********************;

  General Manager 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Toyota Tundra on July 3 from Wyatt Johnson with the condition of providing side rails (step rail) and labor of them being installed. Their computers were down from a hack so they were unable to complete the work before we had to return to our hometown. They said they arranged for our local Toyota to install them and all we had to do is show up. We showed up and they knew nothing about it. Wyatt Johnson said it was a mix up and they would cut us a check. The check didnt come. The sales person said it was a mix up and the money would be credited to our app. That didnt happen. In 7/13 Sales Manager *********************** said he had a check cut and we should expect it by 7/17. It didnt arrive. Sales rep said there was a mix up and it was on the way. Today is July 26 and we still have not received the check. We have responsibilities with an elderly parent who physically cannot get into the vehicle without the rails. Its caused a real issue for us, in addition to the stress of this situation. We left on July 3 very happy and the experience of Wyatt Johnson not honoring their commitment has tainted this experience and made it horrible. It was unnecessary and they need to make this right.

  Business response

  07/29/2024

  I would like to humbly apologize for the delay in your refund. I have issued a check today in the amount of $800.00. It has been picked up by our local mail carrier. Please let me know if you have any questions. 

   

  Sincerely, 

  ***********************;

  General Manager 

  Wyatt-Johnson Toyota

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a used 2020 **** Mustang from Wyatt Johnson Toyota in February 2022. We had no issues with the car up until October ************************************************************************* town. We got the car towed to Wyatt Johnson Toyota where we were informed the engine was blown, but due to them not being a **** dealer, we had to tow our car to ***************************, a **** dealer in town. *************************** then hooked up the car to the computer and found there was a tune on the car. My husband and I never put that tune on the car and had no idea about it when purchasing the car. We were told that the car was covered under **** warranty for up to 3 years or a certain amount of miles, which our car was within the 3 years and way below the mileage requirement. So, we went back to Wyatt Johnson and asked if they knew about the tune to which they said no. Then we asked for proof to show *************************** and they gave us a piece of paper that seemed like it was printed that day. *************************** wont touch the car, so its been sitting at our house because nobody will give us a straight answer of what is going on. We want Wyatt Johnson to either pay for the engine to be replaced ($12,000+), let us trade it for whats owed on it into a new car, or were going to talk to an attorney. This is ridiculous to not be informed everything about the car your purchasing and something go wrong, then not be able to get it fixed under warranty.

  Business response

  02/15/2024

  Dear BBB
  
  Wyatt Johnson Toyota (Dealership) is receipt of the referenced complaint; please accept this correspondence as our formal response.
  
  In January of 2022, Dealership acquired a USED 2020 **** Mustang (the Vehicle) AS-IS from the auction as a USED inventory vehicle.  Dealership thoroughly inspected the Vehicle as part of its multi-point used vehicle reconditioning process and detected nothing out of the ordinary from a mechanical or operational perspective.  On February 2, 2022, Dealership sold the Vehicle to Claimants pursuant to a Retail Purchase Agreement that clearly indicated that the sale was an AS IS USED vehicle sale, with Claimants being responsible for any and all faults, subject to any express warranties provided on the Vehicle.  Due to its low mileage, the Vehicle was still under factor warranty with **** Motor Co and it further qualified for a limited powertrain warranty from the Dealership due to its mileage and model year status.  However, these express warranties are subject to there being no consumer modifications performed on the Vehicle, as well as regular, recommended maintenance performed on the Vehicle.
  
  Dealership did not see or touch the Vehicle again for over 1.5 years and over ****** driven miles, when it was towed to the Dealership.  Dealership sent the Vehicle to the local **** dealership given that it appeared to be a factory warranty issue.  The **** dealership inspected the Vehicle and found that an aftermarket tune had been conducted on the Vehicle, and evidence of maintenance negligence existed (low engine oil).  These are clear voiding grounds under the express warranties.
  
  Claimants now want to blame Dealership for the aftermarket tune and the maintenance negligence; however, Dealership has no evidence whatsoever that the aftermarket tune was performed on the Vehicle at some point in its history prior to being sold to Claimants.  It is completely possible that the aftermarket tune was performed by Claimants, or someone to whom Claimants entrusted the Vehicle, during the over 1.5 years it was in their possession.  Most importantly, Dealership cannot be held responsible for Claimants maintenance negligence failures.
  
  In sum, Dealership sold Claimants an AS IS USED Vehicle, subject to express warranties that had clear voiding exceptions.  Two of those exceptions an aftermarket tune and maintenance negligence were found by the local **** dealership.  There is no evidence whatsoever that Dealership should be responsible for either of these exceptions.  Under applicable law, Claimants are responsible for these exceptions to the express warranties.
  
  For all of the foregoing reasons, Dealership has no liability in this matter, and respectfully asks the BBB to close its file on this matter.
  
  Regards,

   

  ***********************;

  General Manager 

  Wyatt-Johnson Toyota 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My 2017 Rav 4 broke down on Wednesday, April, 19, 2023 on my way home from work. I was able on Thursday morning to go 1 mile up the road and had to call a tow truck. I arrived at Wyatt Johnson, in the tow truck. Mind you the driver was able to DRIVE THE *** up onto the ramp. OK, I was sent a message from them telling my what the repairs would cost. Over $1100. Oh, but wait! Your battery is bad. I told them there was nothing wrong with the battery. The girl INSISTED that the battery was bad. AND IF I CHOOSE NOT TO BUY THEIR $200 BATTERY, I would have to have someone available to jump my car off to get it off the lot! I knew I had my receipt SOMEWHERE for where I purchased the battery, but I couldn't imagine WHERE IT COULD BE... Not to worry. When I got to into my car, there on the passenger seat was my receipt for the battery I had purchased in 2021. So, somebody had to have RANSACKED my glovebox. I wish I had done more research before I went to that dealership. I find it very sad that they treat mature customers with such disrespect and disregard.

  Business response

  05/18/2023

  Ms. *****, I truly am sorry for my staff not assisting you on your last service visit. I will mail you a check in the amount of $200 that will cover the battery that was replaced. I hope to see you again in the service department. We value you and really appreciate your business. 

   

  ***********************;

  General Manager

  Wyatt-Johnson Toyota

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 21, 2022, I traded my vehicle at Wyatt Johnson Toyota in Clarksville, TN. The vehicle has a lien with **** ******* ****** Union. As of today, August 3, 2022, the car has not been paid off, nor has Wyatt Johnson Toyota made any contact with **** ******* ****** Union. I am still responsible for the vehicle and will soon have to make a payment.

  Business response

  03/08/2024

  Ms. Stadaker, has been taken care of. We resolved this matter in August of 2022. Again we apologize for any confusion on our part. As ******************** stated on the phone today when I called her. She was happy with the out come. 

   

  ***********************;

  General Manager 

  Wyatt-Johnson Toyota

  Customer response

  03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I just want to say that this was the most horrible customer service I have ever encountered in my entire life. I purchased a 2019 Toyota ***** on March 16. They saw a ***** customer and decided to take advantage in any way possible. Not only were they trying to overcharge me for a vehicle but they were trying to get out of doing a complete touchup paint job on my car despite signing a document stating that all sides of the car would be buffed and touched up. There are multiple spots on that car including some spots where the clear coat and paint has cracked down into the primer. My salesman proceeds to hand me the ****** report in hopes that I wouldn't scan through the multiple pages of damage done to the car. I did look through it of course and that's when that document was signed. He was trying to get me to sign it without him filling it out but I refused until rebuffing and touch up was written in. I did question why the car was over $**** more than the Internet price listed on their website. Now mind you this car has only 52,000 miles at the time and he proceeds to tell me they had to increase the price due to labor. He apologized and said that it takes 24 hours to update on their website which I knew was a lie. He then said they had to change the rotors, Brake pads, and battery. Now mind you I don't work on cars for a living but even that sounded shady to me. While I was in the finance office I decided that I was not going to go through with this because I felt like I was being taking advantage of and my salesman came back and said the manager would honor the internet price. When I messaged my salesman a day later and asked when I could bring the car in for a touchup he tells me that that was the condition of them lowering the sales price of the vehicle. I told him that that was never discussed with me nor was that in the document that I signed. This was nothing more than a ************ attempt to take advantage of a ***** trying to buy a car.

  Business response

  03/08/2024

  To whom it may concern, 
  
  
  We are so sorry for the experience that ****************** had while at our dealership. We have taken care of touch *** needed on her new car. and have since then have built a relationship of trust. ****************** is now satisfied with the out come of her car buying experience. 
  
  
  
  
  
  *************************
  General Manager
  
  
  Wyatt Johnson Toyota   
  ************************************************

*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. ↩