Wyatt Johnson Hyundai — Local services in Clarksville

VERY IMPORTANT READ: So let me tell you all about this stealership here and the reason places and people like this should not have a job.

So a couple weeks ago I was driving and my car would start misfiring. I ran the codes and it was a cylinder 3 missfire. I took a look at my car, as I am a Tech myself. The last time i changed spark plugs and coils on my car was about 90k miles. So i figured one of these was my issue. I changed my spark plugs reset my engine light, and drove my car for 2 days no issues. Then the light came on again. I noticed that my engine light would come on when car was started but not moving. When i drove it and hit the gas engine light would come on. When i let off the gas engine light would go out. This time i tested everything. Spark plugs. Coils. Injectors. Fuel pump. Looked for air leaks ect. I could not seem to find an issue with any of these. So i decided to drop my car off at the dealership because i know they can hook up and get actual readings of everything and find the root issue. So i thought. Plus I really didnt have time to keep looking into the issue as im working 60hrs a week right now.

So I dropped it off at this place around 8am. They sent me "repairs" that needed to be fixed on my car that the tech found. The tech said i needed new engine mount, new coils, and new spark plugs and my miss fire was coming from cylinder 2. So I denied all repairs and then a day or two later i went up to the dealership to speak with the service manager Deandre Morrison was his name.

I explained to him what was going on with my car and how ive already had new coils and spark plugs put in. I advised him i thought another issue was going on due to me replacing all these resetting the light and the issue gone for a few days, but the issue was now back. I advised him i swapped all coils around. The code didnt follow. I advised i put new spark plugs. Advised i even swapped injectors around and the issue did not follow. After explaining everything to him and telling him I, myself were a tech he called his "lead shop tech" into the office and had me explain everything to him. They both agreed it seemed there was a bigger issue going on and they would keep looking for the issue. So, I leave my car and about 2 hours later they send me another email for a repair approval. They quoted me for a new engine $10,800. I denied repairs and called to see what they found. When I spoke to the service advisor. He advised me that the tech preformed a leak down test and he told me that the piston rings were not sealing and they have torn up the pistons wall of my engine. He advised that i would need a new engine. I advised i would be by in a few days to pick up my car.

I went back 2 days later to get my car. I spoke with another advisor and asked him what the % loss was when they preformed the leakdown test. He looked threw the notes and said no leak down test was preformed. He said that it looked like a compression test was done. I asked him what the reading of the compression test was. He said the tech did not note it but he would go out to the shop and ask. He came back and said the lead tech told him when he preformed the compression test all cylinders were testing 200-210 while cylinder 3 was testing 160psi.

So i drove my car home where i had to let it sit over the weekend. On monday morning my only off day. I had to get up early to take a look at my car to see what issue i could find. The first thing i did was removed all the spark plugs. Because i was going to re do the compression test myself. I did it and i got 190-195 on all cylinders while 185-190 on cylinder 3. (All cylinders should be with in 10psi under/over of each other for a good engine) So this told me it has passed the compression test. I preformed this test 3 times just to be sure. And it passed all 3 times.

So i started back over i checked the gap in all the spark plugs i was getting around .40 for gap. I looked online and my engine size says my gap should be around .23-.28 so i closed the gap on all spark plugs to .24 CHECK...

Truly disappointed in the service of this dealership service department. I had my Hyundai Tucson towed in 5/10. Prior to this I made an appointment for 5/12 in the a.m. I didn't hear back from anyone, so I reached out in the afternoon. I was advised they were going to look at the vehicle before end of day. Eventually spoke to Austin and he provided details. I was advised the 36,000, 5-year warranty had expired a few months ago. Was also advised if it was powertrain related, it would be covered. Also had received a text with the recommended service and cost. In the text there was a estimate of 199.00. When I spoke to Austin, he said the 2 oxygen sensors needed to be replaced under powertrain warranty and the 199.00 on the estimate was a mistake and would be removed. It was removed. Received vm from Austin 5/16 saying I have an update on your vehicle. Not sure when I spoke to Austin. I have a call log for an outgoing call on 5/17. When I spoke to him, he said vehicle was ready for pickup. Advised him it would be Saturday a.m. before I could pick up. He said no problem. I also told him I had a 30.00 off oil change coupon which he said let them know at the time of pick up and they will deduct. He jokingly said if they don't do it, tell them Austin will beat them up. I had no problem with his humor. Up to this point all good service level with Wyatt Johnson Hyundai.

Fast forward to the week of 5/19 when I was advised the vehicle was ready for pickup. On 5/21 10:00 a.m. received a vm from Lilly advising the vehicle was ready for pick up. Missed a call on 5/21 2:38 p.m. from different phone number identified as Robert Williams of Wyatt Johnson Hyundai but did not leave a vm.

After getting someone to take me Saturday a.m. I go in and they were having trouble finding the service order. Eventually Robby (Robert), has it and tells me there was an error and the warranty work was not covered. I said I was told it was covered, and they need to honor that. He told me I needed to get in touch with the person that dropped me off. I asked why and he said he was not going to release the vehicle to me. This upset me greatly. His position was since I had not returned his call, the issue remained. He had not left a vm. I argued that regardless of me speaking to him or not, the error remained. I was so upset I told him I needed to take a walk outside. When I came back in I waited for him. There was a nice young girl named Zoe that was super nice and helped me calm down. She, Austin and another service gentleman (not sure of name) are the only reason I did not rate this experience as 1 star.

When Robby came back, I still did not know what the outcome was going to be. I'd stated I'm leaving with my vehicle. I asked about the cost at one point because if I had to, I was going to pay for their error. Not sure who Robby spoke to, but they did not charge me. Robby continued to state his position. Said reason for call was he wanted to know if there was a extended warranty. I told him early on it was established there was no extended warranty and if their system was sophisticated enough, those notes would be available and there would never be a need for him to call me. He should have never told me to call my ride back and he was not going to release my vehicle to me. Very unprofessional!

On the counter was a flyer with a QR code asking for a google review. I told Robby I'd be glad to do a review. Multiple times he asked me why I was going to do a review. I said because you have a flyer here asking for reviews. It appeared he did not want me to do a review.

When I got home and had a chance to look at the service invoice, I'd asked them for a tire rotation service. They charged me 35.99 but it clearly states "Did not rotate tires due to right front being at 3/32. After the challenges with their error and the way I was treated by Robby, they also charged me for a service they did not perform.

I'd already taken a picture of their Hyundai Assurance Car Care sign. Needless to say, they did not check all the boxes for...

My experience was awful to say the least. The reason for the visit was my sunroof, which needed some attention.My first appointment took several hours and I was told that the fix was “glue”. After waiting quite some time I didn’t mind this alternative solution. “If it works, it works” I thought. Less than a week after the “fix” the malfunction persisted. The understanding / agreement shared by the service advisor (Dawson) and myself was that Wyatt Johnson service agreed to “order the part for my sunroof” which could take a week or two. This second appointment took much longer. Dawson was not on shift on this second appointment. During this appointment I spoke with Marvin. Marvin was informed of the “part that was ordered” to fix my sunroof as he had assured me prior to being handed my key. The result of this second appointment was “glue” yet again… To which, Marvin, assured me that this was a solid fix and to try it out. Marvin mentioned that the “part” hadn’t come in and that nobody ordered it. Marvin then said the words, “IF THE GLUE DOESNT HOLD THAN BRING IT BACK AND WE WILL TAKE CARE OF IT WITH THE “PART” WE WERE SUPPOSED TO ORDER. Of course, hearing this after several hours (roughly 3hrs) was upsetting but up until this point I figured I could take the little lad (Marvin) for his word. The sunroof didn’t last but maybe a month or two. A third attempt was needed. I was reluctant to call or drive back after the first two experiences. The time it took and the misunderstandings after clear conversations put me in an hesitant state of mind. After about 2 years of contemplation I decided to take Marvin up on his word. So I set the appointment up with the understanding that two appointments were needed: one to fix said issue of course & another to successfully diagnose the part needed. The department (Haley) was conveniently able to set up the appointments promptly. The first of the two appointments was a big disappointment. Marvin seemed to be avoiding me upon arrival yet didn’t have any issues making the lady I was with feel uncomfortable by going out of his was to touch her when she wasn’t looking. After asking for the Marvin for the third time, he mentioned he didn’t remember me or ever having said that he would fix the issue he used “glue” to “fix” the first two “attempts”. I did remind him. He than repeated that he had no recollection and that he works with a lot of different people. I’m certain it is very possible to forget saying something a year or two ago. I’m also certain that “glue” isn’t a standard solution across competent service advisors. Yet being treated as a liar, even as a former employee is quite offensive. The initial representative then said it would take a few days for he diagnosis. At this time I was no longer confident or comfortable leaving my car with the guy whom lied to my face at the beginning of the second appointment, at the end of the second appointment, and the beginning of the third appointment. It’s one thing to forget but when I (the customer) reminded him of the facts (his promise to remedy my car) he showed no hesitation to do absolutely nothing. No sign of honorable instincts to even look up the notes that a competent & honest service advisor would have jotted down on my account. To say you’re going to do something and not do it is a lie. To waste a customers time over the course of 3 appointments with no real solution other than glue and lies is absurd. I’m sure Marvin has his reasons. We are all human after all. No one is perfect. But! Lets recap. Marvin used “glue” to “service” my vehicle twice. Marvin went back on his word when communicating and overlooking my service durning the second and third appointment. Marvin laid hands on my girlfriend which made her feel uncomfortable. As a customer/ former employee, I do NOT recommend anyone put up with this low grade level customer service and disrespect. Disrespect of my car, lady and of his own...