Business Profile

Used Car Dealers

Wyatt-Johnson Automobile Group

Complaints

This profile includes complaints for Wyatt-Johnson Automobile Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

31 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:01/29/2025
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.
On the wee of the 13 Jan 24 I approached *********************************************** with my 2020 Silverado, I had purchased from them. I had a "Lifetime Warranty" on it. The engine light had been on and then would go off but left no codes on the **** I told them during oil changes, but they said they never heard of such a thing. Come this week above the engine light stayed on. They sent me across the road to the ***** branch as they wanted nothing to do with me and made it quite clear. Across the road they said I needed a new Transmission. Okay, lucky I have that warranty, H*** NO, I exceeded the mileage between two oil changes therefore the warranty is INVALID. I went around asking for help, most blew me off, even had one hang up. The bottom line is you need to fix it yourself. I am a University trained Engineer, I can tell you ************** has absolutely mothing to do with the Transmission. I complained about this light before. Now they will not fix the Transmission. I am a Disable Vet, and will tell all others, give these people a wide berth if looking for any vehicle.
Business Response
Date: 02/11/2025
Thank you for contacting us about this customer concern.

We value customer satisfaction as critically important and strive for each customer to have a world-class experience. I have spoken directly with the customer and reached a resolution.

Please feel free to contact me with any questions at ************.

Thank you,
***** *******
General Manager
Initial Complaint
Date:11/26/2024
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.
Bought a used ****** Tacoma it has one new tire and three old ones ! Just wanted them replaced. Now they are making me pay half. Not fair you do not put just one new tire on with out replacing them all ! Have been red flaged I guess been going on for almost two weeks. Have been promised free now they want to charge me 450 for 1 1/2 tires . Was promised free remote start for two years and got two months . Never in all my years have I had such a bad experience.
Business Response
Date: 12/03/2024
Thank you for contacting us about this customer concern. We take customer service very seriously and haven spoken with the customer to clarify some details.

Prior to this purchase, the truck went through our multi-point inspection process at which time one tire was found that needed replacing; which was completed. The other three tires passed inspection and did not need replacements.

If the customer insists on replacing the three tires, we will pay half as a goodwill offer (up to $450). I explained that she could purchase those tires anywhere she preferred. The customer has not accepted this goodwill offer.

The remote start option was for a two-month period.

Please feel free to contact me directly at ************ with additional questions or concerns.

Thank you,
***** *******
General Manager
Customer Answer
Date: 12/03/2024
I did replace all 4 tires and was told that the three tires were not as good as they said ! Could not match them so had to replace all four I did turn in the invoice to Wyatt Johnson. And of course they do not respond !
Customer Answer
Date: 12/21/2024
The truck needed three tires replaced I should not be responsible to pay for the tires ! ****** truck ... I had to replace all 4 to match them . The tire place agreed with me and stated the three were worn out. I turned in the statement and have had no response from them . Therefore I'm out over 600 dollars ! They refuse to talk to me very bad business .. thank you
Initial Complaint
Date:11/01/2024
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.
We have had our car in the shop since now for 3 weeks. ** has not been communicative about what is happening with the car when I have reached out to check in on what's happening. It was supposed to be finished 2 weeks ago. The original issue has been solved however we have a long list of other issues that were written up by a new mechanic who did not originally provide pictures. When I first came in the tires were checked with a tool and RJ mentioned that it was time for a few of them to be changed however with the multipoint inspection review the tread all showed as 8's. At this point, we have asked for another person to look over the car that can do the job with dignity. I've asked that the service manager call me with the update on who will be working on my car going forward and provide better pictures of the said major issues. The amount of work recommended doesn't add up we feel at this point it's all about money. I understand that they are busy and behind but the work quality shouldn't decrease when demands increase. We are hoping for better pictures and service going forward. I would give 0 stars if ****** allowed it.Update: After many calls and attempts to get pictures after 3 weeks of the work that needed to be done we were given a bill for 4k work that was recommended. I had to go into the dealership to get pictures after paying for an improper inspection. I took my own pictures after the manager made sure the mechanic that they had been asking to take pictures pulled it right into the bay. I now have to wait much longer for them to order a part that was supposed to be ordered weeks ago.I am extremely unhappy with the lack of communication, I pray that they do a proper job on the car. Final update: The engine light turned back on in our car the same week it was returned to **. I highly recommend taking pictures of everything in your car before I drove off the lot a piece of the carriage was sitting in the passenger seat.
Business Response
Date: 11/15/2024
Thank you for contacting us about this customer concern.

We have been in communication with the customer and reached a resolution. The ****************** offered a partial refund and complimentary oil change. We understand the matter to be resolved and the customer is happy.

Please feel free to contact me directly with any additional questions or concerns.

Thank you
***** *******
General Manager
Customer Answer
Date: 11/15/2024

Complaint: 22501834

I am rejecting this response because:
While Wyatt Johnson Automotive Group provided a refund for the diagnostic fee, under the agreed terms that the car issue their mechanic claimed, was found to be different by another mechanic, from what they quoted. The original complaint was not resolved by Wyatt Johnson Automotive- Group.
We were served through another mechanic to make the necessary repairs that resolved the cars issue (please see attached invoice).
Wyatt Johnson Automotive group performed the original unnecessary work of an oil change to a fluid that had gasoline in the oil. This was missed in their initial diagnostic and was performed after an outside mechanic not affiliated with their business fixed the original issue that was misdiagnosed by Wyatt Johnson. The management went back and forth about whether or not they would perform the oil change again after making a claim that they only planned to perform it after our car received work that was unnecessary. Please see difference in diagnostic and quotes performed by both parties attached. I want to make it clear we will not be doing service with Wyatt Johnson in the future due to the lack of communication, failure to assess basic mechanical issues leading to unreasonable repair quotes, and the lack of professionalism keeping communications of next steps in writing when requested by email.
If you have any further questions, please do not hesitate to reach out to resolve this matter.

Thank you,
** S ******
***************
Customer Answer
Date: 11/15/2024
Provided email correspondence to ****** at Wyatt Johnson
Initial Complaint
Date:10/23/2024
Type:Service or Repair 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.
I purchased my truck last year and told the salesperson that there was an issue with the *** I kept getting ignored and eventually spoke with the **. The ** advised me that my salesperson denied knowing about the problem. I sent the ** a copy of the email I sent to the salesperson. I had also left several voicemails as well. It takes several weeks to even get an oil change at this business, but I can go to any other *** dealership and get it right on the same day. I was able to take my truck to another dealership out of state and they got me right in and resolved my issues. I would not deal with Wyatt Johnson ever again because once you buy a vehicle, they treat you like c*** and don't value customers. I went back and forth with this dealership, and they never resolved my issue or called me to make things right. Even if the state has no Lemon Law, if an issue is found a few days into buying a vehicle, they should try to make things right or meet the customer halfway. It is just bad business on their behalf.
Business Response
Date: 11/15/2024
Thank you for contacting us about this customer concern. We take customer satisfaction very seriously and want to improve the customers experience.

Our team has spoken with ********** and resolved the issue. We understand the customer to be pleased with the outcome.

Please dont hesitate to contact me directly with any additional questions or concerns.

Thank you,
***** ******
General Manager
Customer Answer
Date: 11/15/2024

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
Date:08/14/2024
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.
I am trying to contact the finance department at the Wyatt Johnson Dealership on ************************* in *********** Tn. My spouse passed away last month, I traded in the vehicle we purchased at this dealership last year and am trying to get info on filing for a GAP refund. I have called for 3 days in a row, left messages and been told someone would return my call. Still no call returned.
Business Response
Date: 08/15/2024
************************* with our finance department spoke to ********************* on Wednesday, August 14th and gave her a list of the paperwork needed to cancel her Gap policy. We have received all necessary paperwork and will start the cancellation process today. We will stay in contact with the customer until the ********************* receives her refund.
Initial Complaint
Date:07/18/2024
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.
I purchased my vehicle on 06/26/2024 and I've been having trouble getting the dealership to repair a few different things that are wrong with the vehicle. Especially the fender and headlight being broke since before I finalized the deal. Now come to find the all four tires on the vehicle are bad where it was sitting foe so long and they are refusing to replace them.
Business Response
Date: 07/26/2024
Thank you for contacting us about this customer concern.

Originally,the customer owed a balance on his down payment due. When he contacted us about the headlight concern, the Sales Manager made a verbal agreement with the customer to waive the down payment in order for the customer to replace the headlight.

After the customer drove several hundred miles, he contacted us stating another shop told him he needed a new tire and bearing work. One of our service technicians reviewed the car and rode with the customer, however did not find an issue. As a goodwill offer, we offered to reimburse him for one tire, if he brought in a receipt. Currently, the customer has not accepted the offer to reimburse for the one tire.

Please feel free to contact me directly to discuss further at ************ or *****************************************

Thank you,
****** ******
C.O.O.
Customer Answer
Date: 07/26/2024

Complaint: 22009226

I am rejecting this response because:

Sincerely,

****** ******* Ii
Customer Answer
Date: 09/03/2024
I rejected this response because yes I did agree to that but that's before I knew It would void the warranty I purchased through them and also the powertrain warranty that is still on the vehicle from Suburu
Business Response
Date: 09/27/2024
Good Afternoon,
Thank you for these most recent comments. To clarify neither a headlight nor tire replacement would void this customers warranty.
Please feel free to contact me directly with any additional warranty questions at ************.
Thank you,
****** ******, C.O.O.

Customer Answer
Date: 10/07/2024
I been waiting for a response and now I get a closed the report.
Initial Complaint
Date:07/11/2024
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.
On Friday, June 28th, 2024 I paid a Holding Deposit on a 2018 *** X5 of $200.00 which was charged to my debit card. A discussion among the Sales Manager, the Salesman, ************************* and myself consisted of ****** going to ********** the next week and with myself also going out of town that same week. Days after returning, on Tuesday July 9th, 2024 ****** texted and asked me to call him. I immediately called ****** and was informed that one of their other dealerships sold the vehicle that I had paid a Hold Deposit on. I questioned him on how this could have happened and that I was not happy about the situation. I then informed ****** that my Hold Deposit needed to be returned asap. I have texted ****** the past couple of days and the text today with no response. Today is Thursday, July 11th, 2024 and no funds have been returned.
Customer Answer
Date: 07/12/2024
Just received phone call to get my debit card info to give me credit.
Initial Complaint
Date:05/30/2024
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.
Wyatt Johnson advertised a certified pre-owned Chevy Tahoe with a lifetime limited powertrain warranty. They advertised and marketed this vehicle as “being better than new” because if the inspections, certification, and warranty available. Wyatt Johnson continues to market this same warranty, although the terms of the warranty for new customers have changed since we entered in to the warranty contract. For instance, the new warranty contract for new purchases, now requires you to provide receipts for all maintenance; as per both the warranty company’s and Wyatt Johnson’s statement. Our warranty contract does not require receipts. Our salesman told us we were allowed to do routine maintenance such as oil changes etc but we should keep a log book which we did. This aligns with various laws as well as Chevrolet’s own policies. The owners manual even provides instructions on resetting the oil life gauge after completing an owner performed oil change. We have maintained our vehicle properly and have previously had two claims under this warranty. The first claim was 2018 and the second was July 2023. Our records were satisfactory and both claims were properly paid. We dropped the Tahoe off at the Chevy Dealership around 7:30am Friday, May 17, 2024 to do some work on the vehicle as well as perform a second round of diagnostics for an oil leak. The dealership submitted the warranty repair claim for parts/issues clearly listed as covered under the warranty on Monday May 20th. The Warranty company said they were missing specific records which we provided. Then Wyatt Johnson and the Warranty company deemed the records “missing” because we didn’t maintain receipts in the log book that indicated the date, mileage, oil filter type/part and oil type that was used during the oil change. Our warranty does not require receipts or proof of purchase, and it’s never been required previously. They are changing the rules and improperly denying us the coverage we are entitled to.
Customer Answer
Date: 06/10/2024
My contract does not require receipts or proof of purchase for repairs or maintenance.
Customer Answer
Date: 06/10/2024
In the owners packet it doesn’t mention receipts
Business Response
Date: 06/13/2024
Thank you for contacting us about this customer concern. We
take customer satisfaction very seriously.
The team at Wyatt Johnson Buick GMC has been in direct communication
with Ms. ****** about this matter. We have agreed to pay for this repair, even
though she doesn’t have the required maintenance records. In order for us to
pay for her vehicle’s repair, we require Ms. ****** to sign the attached
document, which she refuses to do.
Please feel free to contact me directly at (931) ***-**** with
any questions. Thank you
Sincerely,
Connie H*****
Chief
Operating Officer
Wyatt Johnson Buick GMC
Customer Answer
Date: 06/14/2024

Complaint: ********

I am rejecting this response because: Wyatt Johnson has claimed, as has their warranty Administrator that the lack of proof of maintenance is our lack of receipts. I have this on numerous recorded calls and my local dealership can attest to that as well. My warranty does NOT require receipts. As you can clearly see they want to require receipts going forward, as well as it appears void my warranty entirely! Warranties are required by law to be easy to read and contain all the requirements, as well as comply with federal law. I am unable to agree to sign a new contract or be forced to waive any rights and remedies in exchange for a one time payment. We purchased this vehicle solely because of the way it was advertised. We’ve relied on this warranty previously and just now in 2024 they are disputing records previously accepted. I expect they pay for this repair and I will agree to provide receipts for all future maintenance and repairs but I cannot be forced to sign that contract the way it’s written.

Sincerely,

******* ******
Business Response
Date: 06/14/2024
Thank you.

Again, Wyatt Johnson is more
than happy to contribute the $ 1301.92 in repair costs, as long as the customer agrees in writing that she must properly maintain her vehicle for the service
contract to be valid going forward.

Appreciate it,
Connie H*****
Customer Answer
Date: 06/17/2024

Complaint: 21778359

I am rejecting this response because:
I will not be forced to waive rights or remedies because Wyatt Johnson refuses to honor the original warranty and chose to offer a warranty that is not compliant with the Magnuson-Moss Act.
I will gladly sign something that agrees we will maintain receipts for all future maintenance and repairs from May 17, 2024 to end of ownership of this vehicle. While this request from Wyatt Johnson is outside of the original contract we feel it is a reasonable request and we will gladly comply
Please ask Wyatt Johnson to provide this amendment to the contract. As I have stated numerous times we will not be forced to waive rights to receive the rights we already have. We are not able to sign the document uploaded last Friday. Wyatt Johnson is liable for the repair. It has been over 30 days since I have had my vehicle now.

Sincerely,

******* ******
Business Response
Date: 08/02/2024
Thank you so much for your efforts to help Ms. ****** resolve the issue with her vehicle. Her satisfaction is important to us.
Wyatt Johnson has agreed to pay for her repairs.
Ms. ****** has agreed verbally and to the BBB to maintain her vehicle and keep receipts for such maintenance going forward.
However, the written agreement (attached), which has been adjusted multiple times to satisfy her requests, remains unsigned. No one is requesting that she waive her rights.
This should be easy!
She is welcome to call me at 931-***-*****
Katherine C******
Initial Complaint
Date:05/14/2024
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.
- Purchase agreement signed on 01 May, 2023 for vehicle.- The dealership is committed to: "taking pride in providing exceptional customer service and care while building strong relationships... and strive for 100% satisfaction". - Nature of Dispute: Failure to inform customer (myself) about *** tracking device attached and locked to *** port. Currently, I cannot complete a State of Texas Safety Inspection which requires an emissions test by connecting a diagnostic reader to the *** port. - Attempt to Resolve: I have contacted a sales associate from Wyatt Johnson seeking information regarding the *** tracker. The sales associate was provided the *** associated with my vehicle. I was then informed that there was no record in their system of a tracker being placed on the vehicle.
Business Response
Date: 05/27/2024
Thank you for letting us know about this situation. Our customers experience is very important to us. We always want to take care of the customer.

We will be in direct communication with this customer to make it right.

Please feel free to contact me at ************ with additional questions or concerns.

Thank you,
***********************
General Manager
Initial Complaint
Date:05/04/2024
Type:Service or Repair 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.
We decided to to go look at a new GMC Yukon and buy one. The manager and sales person said they would locate the vehicle that we wanted from another dealer and make a trade for us. Two days later I received a message that the manager found the vehicle and that he would honor our price agreement of 70k out the door. The sales woman called me and said it was a done deal that it should arrive in 1-2 days and she was going to call me when it did. I went and got the loan through my bank and took off from work to do so. The next day she texted me that there was no vehicle that the one they located was already sold and that was that. No ownership of the situation not even an apology just that if I still wanted one she sell me another model at a higher price. This is very frustrating and deceptive tactics. She refuses to honor the deal and said its no ones fault their system was incorrect. This was a complete failure and waste of my time and energy.
Business Response
Date: 05/10/2024
Thank you for contacting us about this customer concern.

We strive to provide world-class service to every customer on every visit. We have been in direct communication with this customer and have reached a resolution. We understand that the customer is happy with the outcome.

Please feel free to contact me directly at ************.

Thank you,
***********************
General Manager
Customer Answer
Date: 05/10/2024

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,

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

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