ComplaintsforJohnson Auto Plaza, Inc.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my 2021 ***** Camero for a 2018 *********** they claimed and was badged as a Z71. Come to find out this was a basic LT and had tires slashed. I brought this up to the reconditioning Manager *************************** and he said that they would put new tires on the vehicle. Once the new tires were put on I explained that there was a vibration in the front end and they explained that it was because of "meatier tires" since that time the vibration has become worse. About 3 months ago I called in and they said they would have someone get back woth me after several calls and messages left to *************************** and ****** Johnson no one ever returned my call. I called today and spoke with ****** and he explained there is nothing they can do for me BECAUSE THE VEHICLE HAS NOT BEEN SEEN THERE SINCE PURCHASED. THEY DO NOT CARE ABOUT THEIR CUSTOMERS. VERY UNPROFESSIONAL AND DO NOT RETURN CALLS..

  Business response

  11/25/2023

  After reviewing the situation with a the used car department we would be happy to take a look at the vehicle and have the customer drive the vehicle with the used manager and find a solution that works for everyone.  Please let us know if this will work for you guys.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/8/23 purchased a 2014 Jeep Trail Hawk. Went to put gas in it when I drove it off the lot and when I would stop the car wouldn't move, I had a reading on the dashboard to put it back in park then drive. Then it would stall out. I took it back 3 times to Johnson Auto. Still couldn't fix it. The salesperson said bring it back and we will get you in a different car. Knowing that I wanted the Jeep I had a chose of 2 different *** Terrains which that is not the car I wanted. They didn't have much on the lot in my price range, but you would have thought Johnson would have made this right. They added on extended warranty which I didn't want and rolled over money from the Jeep that I only had 3 weeks and couldn't drive. I get it home a couple days later when I started driving the *** the back molding was falling off took it back, they fixed that but left the glue running down the back. Ran the *** Heater and a horrible smell is coming out of the vents. Took it back said it was fixed. It's not fixed, and this makes me sick and whomever rides in the car with me, and the smell lingers on your clothes. I open the doors and you can smell it. Emailed Johnson again was told to roll down the windows and air it out and then put fabric sheets in it. Took it to another mechanic and they found that there is no cabin filter in it, needs brakes, oil change, brake fluid change, battery, and ** needs a deodorizer run through the system it that don't work they will need to disassemble the ** unit and figure out what is going on. The cost so far is $1462.00 but if they need to disassemble the unit it will cost me more plus, I paid $162.00 for an inspection. Email Johnson Auto on how disappointed I was and was told to bring it back and I could get a different car, I did try to return it, but they just want to roll more money into another car which isn't right. I went from a $400.00 payment to $500.00 payment. To return the *** would be $800.00 payment. Last email 10/21/23. No response back.

  Customer response

  11/05/2023

  I have added the pictures from the inspection on the 2018 GMC Terrain

  Business response

  11/06/2023

  The dealership has reviewed the situation and are willing to help to create a resolution that makes sense for both parties.  We can assist in two different ways: first,you can come in and we can look for a vehicle that would fit the budget and utility that you are looking for.  This will include looking at different vehicles on the lot and making sure we give you as much as we can for your trade. Second, we can have a technician review your past repair orders and try to remedy the issues that you have noted in the BBB case.  I would note that many of the issues the other technician found are services/flushes that *** have been recommended due to age and mileage of the vehicle.  The majority of items from the other shop are recommended maintenance item in the eyes of the other technician.  We are looking forward to hearing back so we can correct the situation and move on. 
  

  Thanks

  
  Johnson Auto Plaza

  Customer response

  11/10/2023

  I will accept the offer of another car if there willing to make it right on the loan and payment.

  I would like to make sure the car is fully inspected 

  The salesman did send me an email and I did reply back. I havent heard back as of yet.

  Thank you

  Customer response

  11/10/2023

   
  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

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About August 20th I paid ****** for a truck.I came in and request a short bed 4x4 truck with a Diesel engine with remote start with a 8.5 inch screen THAT would carry ***** or ***** lbs.The truck sold to me, had all the above but would only carry ***** lbs. BUT i was told it would carry ***** or *****lbs. After I got home, only then did i find out it would not carry the weight I requested.I contacted the dealer ship and they did not have anything on the lot that fit what i requested. But i could trade for something else but refused to refund my money.In order to get a truck that would carry the weight. I had to get a long bed with lesser equipment for more money. Its not so much about the extra money but the **** I was LIED to by the sales man and got stuck with a truck I did not come it to buy! I came I to buy a certain *********** was told the ordinal truck fit all the requirements by the salesman. Clearly it did not, and the salesman that had been there about 8 years was well aware he was not telling the truth!

  Business response

  10/12/2023

  Mr. **** purchased a Ram **** from the dealership with plenty of discussion on budget and utility. Trucks all have unique capabilities/performance, and customers all use these trucks a bit differently.  We have no desire or benefit to mislead a consumer to purchase a vehicle that does not perform the required duties.  After the purchase Mr. **** decided that the truck would not be able to perform what he was going to be using the truck for.  At this time he contacted the dealership and came back in so we could discuss his options.  After long conversation with multiple members of the staff we all decided that he would trade his truck in and upgrade to a Ram **** so he would have the required payload of the truck.  At this time he traded the Ram **** for the Ram ****. 
  Johnson Auto Plaza has been transparent and attempted to the best of our abilities to accommodate Mr. ***** requests at the time of purchase and then after the issue with performance/capability came up.  We have been fair with his trade allowances and treating him equitably on the purchase of the new truck.  I hope that our actions are seen as fair for all members of the situation.   

  Customer response

  10/12/2023

   
  Complaint: 20694194
  
  I am rejecting this response because:

  I came in looking for a short bed **** with a 8.5 inch screen that would carry ***** or 2,700lbs! I was told the Ram **** would carry what i needed, period! Not a maybe or I think so but I was told it would do what I wanted! It was not until I got home did i find out it was far from the truth. I lost $4000 on the trade in and I also was told you folks ONLY sell at dealer invoice, but the truck I got, you not sell this one at dealer invoice??? Yes i did get a truck finely that would carry the pay load but it is not a short bed and it does not have a larger screen or the features I wanted.

  I was also told the **** had the same features except the screen, another untrue statement! the whole dash is has the down graded model. Just by looking I could not tell, again I took the salesmen word. I was also told the remote start would control the cab temperature!! It does not! 

  In short, I should have been told, WE do not have a truck that fits your needs instead of just making a sale.

  Sincerely,

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

  Business response

  10/25/2023

  After reviewing the customers response I can understand the frustration but I feel that we have done our best trying to accommodate the customer and the situation.  The customer was here for multiple days and spoke with multiple members of the staff and made the decision to purchase the Ram **** after driving and going through the vehicle for an extensive period of time.    

  The dealership has never claimed not to sell vehicles for over invoice.  We do not sell cars over the stated MSRP but that is very different then the invoice price of a vehicle.

  We have done what we can to get a vehicle that fits the customers requirements while working within utility/budget/availability.  

  Thanks

  ******

   

   

  Customer response

  10/28/2023

   
  Complaint: 20694194
  I am rejecting this response because:

  I cannot be political correct any longer, I must speak as it is.

  The simple truth and fact is, I was lied to! Johnson auto did try to get me what i requested only after  I was sold as truck that did not meet the requirements i requested! I did not wish to spend additional thousands of dollars on equipment I DID NOT NEED!  I requested a **** *********** was told the **** will do what I needed and IT WOULD NOT, bottom line, I was LIED TO. and to correct the issue I needed to spend thousands of dollars more.

  I never said you folk sell above MSRP, but you sell trucks at dealer invoice. The one I had to get to was at full MSRP and not dealer invoice.

  I know Johnson Auto will not make things right because I lost $4000 on the trade in of a new truck that I bought from them. Yea I was treated fair, NOT. Then give me back the $4000 that I got screwed out of.

  This whole thing could have been avoided if the salesman just said Mr. **** WE DO NOT HAVE A **** TRUCK THAT MEETS YOUR NEEDS!! Instead I was told we do not have a **** but the **** will do what you want "IT WAS A LIE!!!"

  Yes I am mad, this was my retirement *********** told the salesmen so. All he was interested in was a sale and not the customer!

  I just want people to know Johnson Auto is NOT a trustworthy dealership.

  Sincerely,

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

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used GMC, dealership did not do what they said and due to my stupidity did not challenge but should not have to. Got home and airbag warning came on. They just jumped to get money first. They never detailed as they said, salesman ******* just said they don't know how to do a detail. This used to be a great dealership to work with but now consumer beware.

  Business response

  06/06/2023

  We immediately got in contact with the customer after receiving the complaint and expedited an appointment with the service department to address the concerns. 

  Customer dropped vehicle off on 6/5/23 @ 3pm and since then we have inspected the vehicle and will attempt to have all concerns rectified by the end of business 6/7/23. 

  Thanks - **********

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought 2 trucks from Johnson Auto Plaza on the same day. One of the extras/add on I requested was Linex sprayed on the bottom panel to prevent rock chips. The day we went to pick up both trucks we had issues with the Linex. The linex was sprayed at a super high mileage and did not allow the doors to open properly and had a 1/8 to 1/4 inch edge against the paint finish. At the time I was not worried as ******* said they would take care of everything. I dropped one of the trucks off at a later date and when I got it back I noticed the doors still rub on the linex and that they actually cut out the weather seal that seals the front door and quarter panel together to keep weather out. Living on dirt road I have been getting lots of dust and mud inside my vehicle and has been a constant battle to keep the interior clean on my truck that has less than 3k miles on it. ***** told me he would refund the linex cost of both trucks for the multiple issues and have the part needed to replace the seal sent to the dealership nearest to me. On Monday March 27th ***** told me the part was ordered and would be shipped to the nearest dealership that week. We are now going onto week 5 and ***** will no longer answer my calls, emails or questions in general. I called management and talked to ************************* who also promised resolve but he also no longer answers calls or messages. I want a date and time the new door seal will be delivered to the Ram dealership here in **************** along with the FULL refund (not partial) for the poor install of linex. I have pictures and text messages to back my claims against ***** and *****. There are dozens and dozens of texts Id be happy to share, showing numerous times the part was ordered and I would be called back that day. I have spent hours try to get this resolved and am done begging these guys for help. They had my truck for WEEKS to fix it and came back in similar or worse condition. My new trucks have not been 100% since I bought them from these guys and came back to me missing parts and with the same damage every time they "fixed" the issues.

  Business response

  05/01/2023

  We spoke with the customer and he said that he would be canceling or closing the case so please let me know if that has been completed.

   

  Thanks

  ******

  Customer response

  05/02/2023

  Once I involved the BBB they immediately rectified the situation. Please cancel complaint and **** as business has taken care of issue. Thank you for your help and diligence in solving consumer complaints!
  
  
  Please cancel or enter resolved for Complaint # ******** Against Johnson Auto Plaza. 
  

  
  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them in Aug. 2022. There were a few aspects of agreed upon services as a condition of the sell in which Johnson Auto Plaza did not follow through upon or took months to complete. The aspect that was never follow through on, was a tow piece for the car had been missing when the sell was made. Johnson Auto Plaza agreed that they would purchase the tow piece for the vehicle and mail it to me. I have made countless contacts with management and they had tried to assure me that they were going to handle the situation, but I still have never received the part. I am very disappointed at the lack of follow through and professionalism. Car dealership tend to get a bad name for taking advantage of people or ripping them off, and that I how I feel that this dealership has treated me. As a woman buying a car is difficult because we tend also to be taken advantage and here is another example of that as well. I trusted that they would follow through on what was promised at the point of sell and it has not. I would not recommend this business to anyone.

  Business response

  12/07/2022

  We have obtained the correct bumper piece for the vehicle sold and it is currently painted and ready to be delivered to the customer.
  
  We would to apologize to the customer for the delays and poor communication along the way!!!
  

  ***********************, our Internet manager, has reached out to the customer directly twice today (12/7) to try to set up a time to deliver the part in person to them to make sure that we drop it off and they have it in hand. 
  

  I will advise as soon as delivery of the part is completed. 
  

  Thanks,

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

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This February (2022) we brought our Chevrolet Silverado into Johnson's Auto for a recall having to with the airbag. When we got the truck home, we noticed the airbag panel wasn't seated correctly back in the dash. It was sticking out and looked bent. We also noticed there was a good-sized crack in the dash directly around that airbag panel. My husband called Johnson's Auto and told them the panel was not reinstalled properly, and that they had cracked our dash, surrounding the panel. The man at Johnson's told him it was likely sun damage. My husband told him the crack was not there prior to them working on it, and also told him it was apparent that they had trouble getting the airbag panel out or back in, as it was sticking out and bent. The Johnson's employee told us to bring it by, so they could take a look. We brought it back in on Feb 22, 2022. The employee in the service **** agreed that the airbag panel was not put back in correctly and said it shouldn't have been returned to us looking the way it did, but he refused to take responsibility for the cracked dash. They fixed only the panel. The crack was not there prior to them working on it. It's apparent to us that they had trouble getting the panel out or back in, and cracked the dash in the process.

  Business response

  04/22/2022

  Sorry for the delay in responding - we have tried logging into the case multiple times and it was not allowing access. 

   

  Thanks for resending the link - we have already ordered the replacement parts to take care of everything for the customer and we will call to coordinate a time for installation as soon as they all arrive. 

   

  Thanks so much and please call ******************* or ****** Johnson for updates or if you need anything.

   

  Matt B

   

   

  Customer response

  05/19/2022

   
  Complaint: 17013913
  
  I am rejecting this response because:

   

   

  The company did reach out to resolve the complaint, But the part they ordered for my truck the wasnt going to be in for a few weeks, so they havent fully resolved the complaint yet, as they have not fixed my truck. They said they would call when the part came in, and I still have not heard anything. I would like the complaint to be reopened if possible so that I can call them and give them the chance to fix the truck and resolve the matter. Thanks! India *******

   

  Sent from my iPhone

  
  
  Sincerely,
  
  India *******

  Business response

  05/23/2022

  I have verified that the part is in and would like to schedule an appointment for next week to the get the dash installed.  

   

  Please call me directly at ************

   

  Thanks

   

  ****** Johnson

  Customer response

  05/26/2022

   
  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,
  
  India *******

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently did business with Johnson Auto Plaza in ********, **. On Thursday December 9th for a suspected brake issue on my vehicle. They discovered it was my entire wheel and replaced the hub. On Thursday before closing time, I went back to the shop to retrieve personal items from the truck for work. When I went into the shop, I noticed they had left my cabin lights on in the interior of the truck. I didn't think anything of it at the time, I figured they knew what they were doing and that they were working on it. I came back to pick up my vehicle on Monday, December 13th. I went to start my truck and it wouldn't turn over. I also noticed damage done to my window visor on my driver side door. They admitted to that.I was then notified that they replaced my brand new battery with one of theirs. I got a jump start and started to drive to Autozone to get a replacement battery. Upon driving I noticed that my radio was no longer functional and the touch screen was unresponsive. It kept rebooting during the drive and wouldn't correct.I took it back within a half hour and they tried to do an on the spot fix for it and it did not work. I yet again got another jump start to be sent on my way.Today, December 15th, I brought the vehicle back to them and they basically told me that I am financially liable for my new battery and my radio. The radio/electronics are still faulty. These are problems that I did NOT have when I left my truck with them. I'm reaching out to the BBB because I have no other options and I don't want anybody else to go through what I am going through right now. They are denying responsibility for what they caused and have been extremely combative and rude.

  Business response

  12/28/2021

  BBB,

  We have worked with the customer over the past few weeks and replaced the radio and vent visors at no charge to the customer.  We verified all is in working condition and customer has picked up the vehicle and is satisfied with the outcome of the repairs.  

  Sincerely 

   

  Johnson Auto Plaza

• Initial Complaint

  11/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10-12-21 9:35 am I pulled into Johnson Auto Plaza My visor on my dodge Ram had come unhinged. service advisor ******************************** told me the sun visor had to be replaced with a new visor as it was irreparable.The technician fixed tho old sun visor and charged me for a new one.I had to hold the old visor up with my fingers to get to Johnson`s Auto Plaza, I had inadvertently left a thumb print on the old visor and it was still there when the truck was returned.********************* intentionally lied to me,. I still have the paper receipt I took pictures of the visor ****** Invoice #****** service advisor ***************************** cell number ************

  Business response

  12/02/2021

  *******,

   

  Thanks for reaching out with the phone call today to alert us of this open case - we got a new firewall and server equipment and this went into my junk mail.

   

  I have done research on this repair order and it looks like we replaced the visor part#6BP12HL1AE  for *************** on a customer pay service ticket and there must be some confusion somewhere.

   

  It looks like that line item on the ticket for the mirror replacement was for $245.29 and we definitely don't want to have an unhappy customer for that amount of money.

   

  Would the customer like a refund for this repair in order to close this case?

   

  Thanks and please let me know?

   

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

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

   

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased over 600 cars in my life and while I was happy with the salesman and manager who sold me the car after returning twice already for service issues and still needing to return again on a new 2021 Jeep Grand Cherokee l that I bought l, I found that my trade in a 2020 Cadillac ct6 v had dealer plates and a flat tire and over 400 miles driven on it. Mind you as of the writing of this, neither the Chrysler capital jeep Loan was funded nor was the Cadillac loan paid off. I have purchased most of my cars in California and Texas as I recently moved back from there so although I am not certain and have reached out to the dealer board for Colorado clarity, I know in those states it is illegal to drive a persons trade before paying it off and funding of the new deal and as such out there it allows the person to have the deals unwound and trade returned. I want both cars unwound and trade and money returned as the gm financial loan for a Buick Encore was conditioned on trade also

  Customer response

  08/09/2021

  Hello,

   

     I wanted to go ahead and close my complaint. The dealership manager Ryan called me today and processed the cancellation of the warranties and stated he will mail a check by the end of the week to my home address and that when **** gets back from vacation that they will deal with me directly in making sure the jeep electrical issues get fixed. And that’s honestly all I wanted from the beginning was clear communication and a fix.

   

  thank you for your help and time

   

  ******* ****** 

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

*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. ↩