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:03/26/2025

  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.

  This company sold me a lemon truck, It has been in the shop more than it has been with me in the last year. I was told after my year was up that i could apply for the **** buy back program knowing it was going to be denied. It was in the shop for over a month within the first 3 months of me purchasing the vehicle. It keeps going bac to the shop fr the same thigs. Now the battery stopped while i was driving it It is supposed to be a recall on it but **** wont process it. I have to come out of my pocket for it now. I could have gotten hit if i was on the interstate when my brakes stopped working or the battery just died out of no where. I wont to get rid of this dangerous truck

  

  Business Response

  Date: 04/07/2025

  We are sorry **** Quality did not meet the consumers expectations. Several steps can be taken to begin the application for ****'s Reacquired Vehicle process. Please contact our Service Manager and we will be reaching out to assist if possible.

  Customer Answer

  Date: 04/17/2025

  This situation has not been resolved, ************ said i was two week off form being able to apply for they buy back program. Which wasnt even given as an option until it was to late. My truck is still having the same problems and i now have had to pay $1,178 out of pocket to get it back running. This is a burden that i shouldnt have bare. Wyatt Johnson should have never sold this truck in the first place 

• Initial Complaint

  Date:03/17/2025

  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.

  On 17 March 2025, Wyatt Johnson Ford committed to performing recall service under ***** campaign numbers 24S59/24V684 for my vehicle, but my experience was highly unsatisfactory due to the following issue. I waited for 7 hours with no updates regarding my vehicle. I dropped my vehicle off at 1020. I finally asked at 1720 for my vehicle back but was told I could not leave with it since it was now being updated. I made multiple inquiries regarding the status of my vehicle and received little to no response or were given vague excuses for the delays. There was no proactive communication from the dealership about the status of my vehicle, and when I contacted them, I often received conflicting information. It is their legal obligation to handle recalls in a professional and timely manner.

  Customer Answer

  Date: 03/30/2025

  I am writing to inform you that I am satisfied with the resolution regarding my complaint against Wyatt Johnson Ford. I no longer wish to pursue this matter, and I request that my complaint be closed.
  Thank you for your assistance.

• Initial Complaint

  Date:02/14/2025

  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 February 6th i purchased a 2016 ***** CRV that was presented as a one owner accident free certified used vehicle for $19500.00. On February 11th the paint on the top started to peal off in the rain. I notified them of the problem and told I them about the issue and that I would like to return the vehicle in accordance with their 5 day return policy or at a minimum get the top repainted. They have refused to do either and tried to tell me ***** had a class action over paint for ********* which doesn't involve the **** When I purchased the vehicle they told me that they had it cermanic coated and charged me for the coating. My paint shop confirmed cermanic coating applied incorrectly will cause paint peel. I informed them of that as well yet their response was they're not responsible for paint issues. They applied the cermanic coating that caused the problem otherwise the paint would have peeled long before 2025. I need assistance in getting the problem as they refused all request and will no longer take my calls or respond to my text. I paid cash in full for it.

  

  Business Response

  Date: 02/14/2025

  We hate the consumer is not happy with their purchase. We have a 14 day exchange policy and the consumer can take advantage of that policy and return the vehicle.

  Customer Answer

  Date: 02/24/2025

  This response was only received today 2/24/2025. Since the vehicle was purchased on 2/6/25 the fourteen days he mentioned has long past

   This response is ***** to close the complaint. They did not notify me of such and have not returned any of my calls or text. I reject such as i haven't been contacted!@

• Initial Complaint

  Date:11/19/2024

  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.

  Bought an extended warranty. I called numerous times over the past 3 months and have not been able to get a hold of anybody. You can call all hours during the day and no one answers or if they do they have no idea who to contact for your warranty information.

  

  Business Response

  Date: 11/30/2024

  We have made several attempts to contact this consumer using the phone numbers on file. All warranty cancellations are file promptly. Additional information is needed to complete this consumers request. Consumer should reach out when convenient and provide additional information.

• Initial Complaint

  Date:10/09/2024

  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 a used car on October 8, 2024. The Carfax report and the auto dealership advised that there was only minor cosmetic damage. When I took the car to two auto body shops, they both told me that the front grill had pushed into the condenser bending or breaking off the flaps that allow air to come into the condenser. This will eventually cause the condenser to stop working, which term will cause the air conditioning to stop working. This is not cosmetic. I took the car back and advised them of what the first body shop had told me and got nowhere. They told me to let them know what I found out at the second body shop. The second body shop said the exact same thing without me telling them what the first body shop had told me. The repairs were going to cost over $4000. This car lot has a five day return policy if the car is driven under 200 miles. Theyre never going to admit that the car has more damage than cosmetic. I argued with one of the employees about this to the point that I knew there was no point in telling him anything. He was just going to swear that the body shop was just trying to inflate damages. They are never going to admit the damage actually involves the functioning of the vehicle even if it is just the air conditioning. Dont sell a car with an air conditioner when you know it is going to go out because it is damaged. Yes, it works today, but next week may be a different story. I just wanted them to make it right. I am willing to still take the car if they will make the repairs.

  

  Business Response

  Date: 10/12/2024

  Wyatt Johnson Ford provides every customer with as much information as possible and disclosure of the condition of every vehicle. Every vehicle comes with a 14 day exchange policy. Wyatt Johnson Ford would be glad to extend that policy to October 21st if the consumer would like to return the vehicle.

  Customer Answer

  Date: 10/28/2024

  I never got a communication requesting more information. I have not heard anything else from Wyatt Johnson if thats what you mean.

• Initial Complaint

  Date:09/16/2024

  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 purchased this 2022 Explorer ST from wyatt Johnson Nashville tn in July 2024. Today is Sept 16 2024. Car has been some m since week one owning it, periodically showing tire pressure sensor error. Had ***** ******** **** near us look at it. ***** now. They tell us the rim is bent, and that the tire has fix a flat in it. Wyatt Johnson Nashville refuses to do or pay anything towards it. So were about to be out a lil over $1,000 because of BAD BUSINESS!!

  

  Business Response

  Date: 09/27/2024

  We have resolved this compliant with the consumer.

• Initial Complaint

  Date:09/04/2024

  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.

  This is to express concerns about poor customer service that I have received from Wyatt Johnson Ford, and to find out what the company does to make amends for unsatisfactory performance. After the following message appeared on the control panel of my 2015 **** Escape, I had it towed to Wyatt Johnson Ford for repair: Steering assist fault Service required. Subsequently, on the invoice of July 15, 2024, copy attached, the following was stated: TEST DROVE CAR AND NO PROBLEM FOUND WITH STEERING AT THIS TIME. So, when the message appeared again, I had the car towed to Town & Country **** Nashville, which replaced the steering gear assembly, see the attached invoice of August 27, 2024. This is of grave concern because I and any passengers were placed at risk of having a deadly accident, after my vehicle had given a warning about the problem. It is inexcusable and unconscionable that Wyatt Johnson did not detect and correct it!Furthermore, I have Endurance Warranty. Wyatt Johnson was advised of that fact. However, the claim for repairs on the June 13, 2024 invoice, copy attached, was only submitted to Endurance on July 13, 2024, a month later. Nevertheless, the company has not revised the invoice to reflect the Endurance payment of $754.55. The fact that Wyatt ****** has not submitted a claim to Endurance for the July *******, repairs after 51 days is very disturbing. Voicemail was left for Ms. ***** ****** on the following dates: June 24, July 19, August 15 and 16, 2024. An e-mail was also sent on August 16, 2024. Unfortunately, to date, there has been no response. I would like to resolve this matter informally, if possible.

  

  Business Response

  Date: 09/15/2024

  Wyatt Johnson Ford makes every attempt to fix consumers vehicles right the first time. Ever manufacturer has a step by step procedure to diagnose any repair. Wyatt Johnson Ford follows those to insure accuracy of repairs. 
  Wyatt Johnson Ford will assist in anyway within our scope to insure the consumers warranty claim is submitted for review.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22240890
  
  I am rejecting this response because: To date Wyatt Johnson Ford has not submitted a signed work order to *************************** regarding the invoice of July 15, 2024.  Furthermore, it has also failed to issue a revised invoice which reflects the amount that Endurance paid regarding the June 13, 2024, repairs.  After all, this should be a transparent process.  Accordingly, If the July15, 2024, invoice is processed with Endurance, a revised invoice would also be needed. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/03/2024

  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.

  My wife and I went to Wyatt Johnson to purchase a New vehicle on 07/03/2024. During the price negotiation, the salesman saw my disabled veteran ID and asked me if I was 100% disabled. I curiously answered that I was. He told me that I do not have to pay sales tax because of that. I immediately told him he was wrong and that I knew the law. He got his manager and told me they "have sold plenty of cars with no sales tax to disabled vets, and it is true." I argued to the point that my wife joked, "I bet you have never had someone argue to pay taxes." I kept telling them they were wrong and that tax exclusion is only for ******************* Members. However, they refused to put the sales tax on the sale sheet. We went to finance, put our wholly-owned vehicle as a trade, and financed the rest through **** Credit. The week of August 19, I began trying to find out where our TN license plate was as our temporary tag would expire on 01 Sept. My clerk's office told me they had to mail the paperwork back to the dealership the first week of August because they still needed to collect TN sales tax from us. The dealership has yet to call me. They knew we would need to pay before we got issued a plate. I called several times and finally got someone in Wyatt Johnson's ********************* She told me that she told the sales team to stop doing this to veterans because they were wrong, and the tax must be collected. This conversation took place on August 29, 2024, via phone. I paid ******* over the phone for the uncollected sales tax. She said she would overnight the paperwork to the Stewart ************************ for plate issuance. This has yet to happen. I confronted the manager when he called me later that day and told him what they were doing was unethical and wrong. I want them to stop lying to disabled veterans to make a sale.

  

  Business Response

  Date: 09/05/2024

  We make every effort to provide accurate tax information in the collection of state taxes and fees. The county ruled this consumer did not qualify for the tax exemption. We offered to assist with the payment of tax.

  Customer Answer

  Date: 09/15/2024

  The companys response is pathetic. I am the one who had to tell them that they misrepresented the tax exemption. The point is that they are taking a state code and misinterpreting the law to consumers to close a deal. Then, when the sale is done and the county clerk refuses to issue registration due to uncollected taxes, the dealer plays dumb as if they didnt know that would happen. Their response saying customer didnt qualify is pathetic. They mailed a check for $500 last week. Zero contact or correspondence from the dealership. Tell them to stop lying to disabled veterans! 

• Initial Complaint

  Date:08/19/2024

  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.

  Salesman at the dealership provided me a warranty sheet showing what was covered, I agreed to purchase, and he completed paperwork on a much worse coverage. I took my vehicle in last month and the struts were not covered, yet they were covered on the warranty sheet I was provided. My understanding of the warranty sheet is that it provided the specifics of the warranty, thus when the paperwork was provided to me to sign, I was not aware this was a different policy. I was adamant when I purchased this warranty that I wanted the car covered as much as possible for a long as possible. What I agreed to was a ******* mile policy.I contacted dealership and was turfed to someone else. I was given a manager, ***** ****, who routed me to someone else. They did not call me so ***** had to work with me. I explained the situation and he was to escalate and follow up with me. My car was in the shop for a week and I told him I could not go any longer waiting and would have to pay to get it out, as my wife was returning to work the following Monday. He asked me to send him the invoice, so I did upon picking it up on Tuesday the following week. This would have been August 6th. It was around $2,600. Per text messages, he was to follow back up with me on the 8th, 14th, 15th, and 16th and he never called. Today is the 19th. I need resolution on this matter.

  

  Business Response

  Date: 09/05/2024

  We offer multiple warranty products from multiple warranty providers. Each warranty provider has its on promotional brochure and detail contract that the consumer reviews and signs. We made every effort to provide assistance in getting the warranty company Mr. ******* chose at time of purchase to cover all repairs. However, the warranty Mr. ******* chose did not cover every repair but did cover ever repair as stated as coverage in his warranty contract. We will not be able to offer any assistance toward the repair at this time.

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22164047
  
  I am rejecting this response because I was clear in what I was asking for regarding the warranty. As the customer, I have to trust that the finance manager sells me the product that I requested. What he had me sign is not what he communicated that was in the warranty. While I dont expect him to remember this, I was very emphatic in what I wanted in my warranty. I dont understand why he would provide me a detailed warranty sheet of a warranty that he was not selling me.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 09/06/2024

  Additionally, to correct some language, this is not the warranty I chose. I was explicit in what my goals were with this warranty and **** job was to sell me the warranty I requested. We negotiated a price of $3,000 and I expected him to do his job in selling me the warranty I asked for. I would not have known the information sheet he provided did not match the warranty on the paperwork he was selling me. If what Im providing was not factual, I would have dropped this matter a while back. I dont want to say *** swapped the warranty out for a warranty that was cheaper to them, but what he had me sign is not what we discussed.

  

  Business Response

  Date: 11/24/2024

  Again; our response is the same as before. We offer multiple warranty products from multiple warranty providers. Each warranty provider has its on promotional brochure and detail contract that the consumer reviews and signs. We made every effort to provide assistance in getting the warranty company Mr. ******* chose at time of purchase to cover all repairs. However, the warranty Mr. ******* chose did not cover every repair but did cover ever repair as stated as coverage in his warranty contract. We will not be able to offer any assistance toward the repair at this time.

  Customer Answer

  Date: 11/24/2024

  Youve already said the company isnt doing anything about it and youve noted it. You said there was nothing you could do. I dont know why you keep contacting me if you arent going to do anything.

  Customer Answer

  Date: 12/04/2024

  This was closed months ago. I dont know why you keep emailing me about this. Can you not mark this as closed and quit emailing me about this?

• Initial Complaint

  Date:05/27/2024

  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 2023 f150 lariat at the end of April. I was promised a Bed liner for the truck bed upon making the deal. This is only where the problems started. As soon as we signed on the dotted line all communication from the dealership and the salesmen we were working with was completely gone. Not any follow up for a month at least about when we were supposed to receive the bed liner. I had to reach out to the manager who was also very unresponsive. I sent him multiple calls and texts before hearing anything back. The lack of urgency and follow through blows my mind. I finally got the bed liner installed early this morning but I also reached out to the manager yet again, and have not heard anything from him.

  

  Business Response

  Date: 06/07/2024

  This customer received a bed liner and installation. That seems to be the only issue we could resolve. We consider this matter resolved.