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:03/02/2023

  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 bought this new truck 2020 **** F350 with my wife ************************* in spring 2020. In the fall of 2021 my roof lights on the truck started leaking. I made an appointment for the lights leaking and brought the truck in. ********* in the body department said no problem it's warranty work. However there was two others with the same problem ahead of me. And that they would need my truck for 3 weeks. I said I couldn't go that long without it so she said come back in the spring when we are less busy. ** in June 2022 I went back and again they said they needed it for 3 weeks, but to come back in the slow time during winter. With me work schedule being out of town and made the next available appointment that work for me when I was home. February 9th 2023. Brought it back in and she said 2 weeks to hold the trucks. I said that I couldn't do that please just order the parts and I'll bring it back for the work rather than it sit. She said it was their policy to keep the truck. However this time I asked if I could bring it to another **** dealer that could do the work quicker. She said yes since it's warranty work. I brought it to ************ of ******** and they said 2 days and told me that needing it for 2-3 weeks was a joke. Here's where the problem comes in. When I bring the truck to miracle on February 22nd 2023 they said they can't do it under warranty now since the truck is past ****** miles. ** now they needed the paperwork dating back from when I first made the warranty claim to fix it. Wyatt Johnson doesn't have the paperwork and blames it on prior management and that there was nothing they can do. I have a 100 thousand dollar truck that collects water on the floors when it rains. They are 100% responsible for this work as well as my loss wages. I've lost 6-7 grand in loss wages because if Wyatt Johnson Ford. My ONLY resolution is that the pay to have ************ fix my truck.

  

  Business Response

  Date: 03/02/2023

  Wyatt Johnson Ford is only one of **** authorized **** repair facilities across the nation.

  Like all businesses that repair ****s under ****'s Warranty we take customers on a first come first service basis. Every authorized **** repair facility is bound by ****'s approval process, terms and condition of ****'s Warranty. ****'s Warranty ****** clearly the consumers responsibilities and the terms in which **** will pay for the repair. Wyatt Johnson Ford recommends the consumer contact **** for approval of repair that is out of **** Warranty. Wyatt Johnson Ford or ******** dealer can repair the vehicle with authorization from ****, without ****'s authorization it would be the consumer's responsibility. 

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19528458
  
  I am rejecting this response because:

  You stated this is a first come first serve basis for repair work. I brought my truck in there 3 times and each time you said it needed to stay for 3 weeks. When it's a simple 4 hour repair by the right qualified **** technician. Do you not have any qualified **** technicians? Yes there is a lot of service repair centers, but do I take my truck to any of the few thousand centers hours away from my house. No that's the most idiotic response I ever heard. 

   

  The truck was purchased there the warranty claim was STARTED there and Wyatt Johnson needs to finish the repair. The warranty claim was started in Fall of 2021. When the truck had less than 20k miles on it. I was told to come back again and again. 

   

  Your service center did this on purpose to try and push me outside of my warranty milage knowing the truck is used for work and collects miles. 

   

  This is a WYATT JOHNSON issue I have phone recordings from both ********* in body and ****** as well as ***** in service. 

   

  You can either pay the $1038 to another **** dealer that is more qualified to handle customers or we can settle it in small claims. 

   

  I have recordings and emails going back to 2021 showing this is 100% Wyatt Johnson problem with the most recent happening February 9th 2023. 

  I am also having all members of my large family to send reviews online to every site available online. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/07/2023

  We regret the consumer is unhappy but at this time Wyatt Johnson Ford cannot repair a vehicle **** has not authorized payment of the repair. If the consumer is working with an authorized **** store, that **** store can submit a warranty claim with **** for payment. ******** store can submit a claim to **** for authorization of covered repair. Wyatt Johnson Ford is authorized to complete any repair authorized by **** but cannot complete the work until authorized by ****. Customers are required to following ****'s Warranty Policies and Procedures. At this time Wyatt Johnson Ford has no way to accommodate the consumer's unreasonable request. 

• Initial Complaint

  Date:01/30/2023

  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.

  My entire experience with WJ has been a nightmare and they have caused damage to my vehicle that they refuse to make right and I am filing this complaint in hopes it will get the right person's attention so I can explain the full situation. I had previously had issues with shoddy repair work at Wyatt Johnson that I attributed to pandemic-related issues and was patient about. In April of 2022, I took the vehicle back to WJ to get the passenger side seatbelt assembly replaced. Upon return, the convertible top was misaligned and wouldn't latch correctly. I was able to get it closed after much effort, but afterwards the top would no longer close correctly and required me to manually push up the right side. I later learned that the frame of the top was bent, which would have only occurred when I was attempting to close the top after it was returned to me in poor condition from the prior repair. Admittedly, I did not call WJ immediately - but we are a busy dual career household with a young child and I was losing patience with having to coordinate repairs there. A month later, and before I contacted WJ about the issue, my wife was sideswiped in a parking garage. I arranged for both sets of repairs to be complete during a pre-planned trip in October (the top and the collision repairs). Coordinating the repairs were a nightmare with multiple administrative snafus and unnecessary delays, but most importantly WJ refused to take responsibility for the top issue and denied they would have even touched the top despite it having worked when I dropped it off and being damaged when I got it back. They then quoted me **** to fix it and again denied responsibility. Based on other complaints here my experience does not appear unique, and I'm just trying to get my car fixed because I am at a loss. I have so much more detail to share that won't fit here, but the workmanship is shoddy; shop management is rude and sleazy when I've attempted to resolve the issue. I just want my car fixed.

  

  Business Response

  Date: 01/30/2023

  Hi *******, 

  I appreciate you reaching out and would love to speak with you about this matter to see what has transpired and figure out what can be done about your top. If you could please reach out to me directly on my cell to discuss. ************. Thank you so much.

   

   

• Initial Complaint

  Date:01/03/2023

  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 10/21/22 I purchased a Jeep Compass. On 12/1/22 just 10 days after the 30 day warranty was up my car automatically shut off at a red light and didnt came back on for 2 minutes. I contacted Wyatt Johnson that day and many days after until I got an appointment. When I got there they sent me to another dealership because I was told they couldnt work on it there since it was a Jeep. My appointment to get it looked at is 12/30/22. On 12/20/22 my car shut off again at a red light not coming back on and rolled backwards and hit another car. No damages to either car thankfully. At this point it is a safety concern. I called Wyatt Johnson again today and told them what was going on and told them I dont think I should be financially responsible for the repairs and the man I spoke with said something along the lines of now I see why extended warranties are important. To which I responded oh so this is supposed to be an eye opener for me?. I spoke with a different man in the service area and asked him if he would be comfortable if this were his family members car and he said no he wouldnt. Thankfully their system says the calls are recorded in case the calls need to be pulled. I took my car to a repair place that Wyatt Johnson suggested on 12/30/22. I paid $650 for them to diagnose it. I was told the repairs would be around $3,100. Since these issues occurred 40 days after the sale I dont think I should be financially responsible for fixing this car that seems to have been patched to sale. I just want a fair trade out of this car.

  

  Business Response

  Date: 01/03/2023

  Hi *******,

  i am sorry to hear about your troubles. Would love to get involved and see what we can do for you. Please call my cell at your earliest convience @ ************. If I dont pick up please text me and Ill get back to you as soon as I can return the call. Thank you so much. 
  

  ********************** 

• Initial Complaint

  Date:11/14/2022

  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 sent my vehicle in for repair at Wyatt Johnson Ford on August 10th, 2022. Over 3 months have gone by and I still do not have my vehicle back and with no updates on it's completion. I have tried calling and emailing and cannot get ahold of anyone. My insurance company cannot get ahold of anyone. I want to go down there in person but I don't have a car! At this point I am completely deflated and have lost all hope with the ******************* They have neglected to service my car in a timely manner and have offered no resolve or support during this time. I want to be clear that the problem does not lie with any payment. The insurance company submitted all payments to the dealership before I even dropped my vehicle off. I am trying to figure out how to get my car back but at this point I am at an utter lose. It is truly disappointing that a company that prides themselves as American Made would treat costumers this way and at this point it is completely unacceptable. It has been nearly 100 days for what I was quoted would be a 30 day job. Please help me, I am not sure where else to turn.

  

  Business Response

  Date: 11/18/2022

  Hey *******,

  My name is ********************* and i am the General Manager at Wyatt Johnson Ford. We definitely want to get you handled. Can you please call my cell phone at your earliest convenience. If for some reason i do not answer please send me a text and i will call back asap. Thanks so much. My cell is ************

   

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

  GM

  Wyatt Johnson Ford 

• Initial Complaint

  Date:09/30/2022

  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.

  Purchased used car on August 27th, 2022. Within five days things began to wrong. Check engine light on, change oil light on, wiper blade on rear shredded. On September 28th - when I was about 30 minutes from home, I started noticing what seemed like transmission trouble. I called for advice and was told they would not tow the car and that it would be weeks before I could get an appointment and several weeks more for service. There would be no service loaner cars, but they would be glad to rent me a car. I drove home, but spent the next day calling - looking for resolutions from the dealership. Finally at the end of the next day, I talked with the GM and he told me that he would do what it took to make it right. That he'd get with his staff and come up with a good solution but that if nothing else worked out he would provide a very similar car at a very similar price (I gave them $10,000 cash upfront four weeks earlier). He promised me I would be satisfied and said I should expect his call the morning. Next day, no call. I left one message for him after lunch, then another around four . This morning, still no word, so I went there. The receptionist said he has in and paged him - 1 hour and 10 pages later he still would not come up. I went to my car and called the **** complaint line and logged a ticket. I started up my car and 6 miles later, on the highway, my car reads transmission system failure and completely dies. This time Wyatt Johnson sends someone for me. They don't want to talk about anything other than me trading in that car (at a loss) and signing right away TODAY for a more expensive car. I told them it was bait and switch and I can't stand it. I should have told you in the beginning that my dad retired from **** and I retired from **** Credit. At our house, ****s park in the driveway, others on the street. I am beyond disgusted with the way I've been treated. I have everyone's names I've dealt with. Thank you for listening.
  

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/30) */
  I have spokened with Ms. ******* and we are replacing her vehicle 9/30/22 she is happy.

• Initial Complaint

  Date:09/26/2022

  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 been taking our vehicle for the past year getting repairs done that this place has messed up a long the way. Yesterday was the last straw when my vehicle turned off on me in the middle of the highway. The truck turn off with unable to maneuver or accelerate, luckily was able to break but left me and my family in the middle of the highway stranded and put us in danger not able to turn back on, it locked itself couldn't even put the vehicle in neutral to push to the side. This morning went to speak to them and they are hesitant of getting it fix because "they fixed it already" the truck didn't last me 24hrs after picking it up on Saturday from their place . I just want it to be fix but at this point i don't trust their work, if they don't have the proper personal to fix this kind of vehicle/problem, at least send it somewhere where they can. It has been a numerous amount of mistakes that has occurred from them while "getting fixed". It started with a recall and it seems like a never ending story. They keep the truck weeks to months at the time and wont even provide a loaner, even when it has been their mistake all along. We have picked it up in bad conditions also from being greased up to broken personal property and i can go on. I just want this to be brought up to their attention/superiors that they aren't meeting 1. Their "promises " 2. Customer satisfaction. I am not asking nothing for free, i am a paying customer and whats wrong its wrong they have made one too many errors on their part and this cannot continue, not with us and it shouldn't with anyone else. They shouldn't offer a service that they are incompetent of doing so. They are wasting their time but even worse mine too. All i want is my vehicle to be fixed, up and running with no holdbacks. Thank you for your time.
  

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 8, 2022/10/10) */
  I spoke with customer the day vehicle was drop off and also follow up with customer an king d explained that we are waiting on parts we are contacting customer before the 14 of October.

• Initial Complaint

  Date:09/13/2022

  Type:Delivery 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 December 1, 2021, I confirmed in writing the order of a Bronco for my son with Wyatt Johnson Ford. Since this time, I have had little to no communication or updates. My attempts to contact them resulted in unreturned calls after three and four attempts on my part.
  
  Taking matters into my own hands, I reached out to a contact at Ford (my father is a retired Ford executive) to have him check my order status. I was informed that my order, although visible, had not progressed since being placed as Wyatt Johnson did not file a particular code (COVP or ROVP) that is required to progress the order thru the manufacturing process. Upon learning this, I contacted the manager of Wyatt Johnson only to be initially ignored, then passed to a rookie salesman to essentially 'start the process over'. After explaining my situation to the salesman, surprised and uninformed, he passed me to yet another individual, *****, the sales manager. ***** attempted to pacify me, but offered no solution to correcting their error other than, "Bronco orders are taking a long time". So, I am left with an unbelievably now impatient 16 year old and a loss of 9 months of processing time in which we would have been moving forward. According to Ford's production status, we should be within a month or two of receiving the Bronco, but instead we are at the beginning as if we just ordered it last month. This is simply unacceptable.
  
  My family and I are fans of Ford and have been for over 40 years, but this dealership is one of the worst with whom I have ever done business. They show no concern regarding their clients, avoid contact and offer no solutions for their errors. The dealership is run like a hustling used car shop. It is appalling.
  
  I am addressing this matter directly with Ford and filing the appropriate complaint as well in addition to discouraging everyone I know from doing business with Wyatt Johnson Ford.
  
  Thank you for your time in review.
  
  Best regards,
  
  ******** *****
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/15) */
  This order was place correctly on Ford system, COVP is a way for Ford to make sure dealers are selling the vehicle to the correct customer and only that. Mr. ******** order was never produce by Ford due to factors on Ford's company like the availabity of different parts, Ford calls this Commodities, only if the customer is willing to give up different options on the particular vehicle order. The dealership does not control what gets build when and how. Mr. ******** order have been place now for a 2023 model with the same options and Ford have not schedulle the production of the vehicle yet. I take full responsabilty for the lack of communication and the bad experience that we have provided.