Wyatt Johnson Volkswagen — Local services in Clarksville

My experience at Wyatt Johnson VW was nothing short of a nightmare. I initially scheduled my 20k mile service for a 10:30 AM appointment, arriving early at 10:20 AM. This service was supposed to include an oil change, tire rotation, multi-point inspection, and a cabin filter replacement. Additionally, I needed two recall issues addressed: one for an engine cover (my car shipped without it, and this should’ve been a quick snap-on) and an infotainment system update, which I was told would take about 30 minutes to an hour. I also mentioned that both puddle lights had become distorted and needed replacement under warranty.

My service advisor, Peter, told me it would take 1.5 to 2.5 hours, which seemed reasonable, so I decided to wait at the dealership. However, by noon, I was informed that they hadn’t even started on my car yet. After a long, frustrating wait, my car was finally finished at 2:20 PM. Peter told me that they had completed the oil change, cabin filter replacement, tire rotation, and infotainment update but would need to order the engine cover and puddle lights for installation during a second appointment. I was already pressed for time, needing to pick up my child from school at 3 PM, so I left without thoroughly inspecting the car.

When I got home, I discovered that the tires had not been rotated. Checking the receipt, I saw that the only item with a filled-out technician ID and notes was the oil change; all other items were blank. I also didn’t receive any paperwork on the multi-point inspection. By then, the dealership was closed, so I called the next day, a Saturday, and asked to speak to the service manager. The receptionist told me he was out, but she left a note for him to call me back on Monday.

I never received a call from the service manager on Monday. My busy day prevented me from following up until Tuesday, but when I finally reached him, he simply apologized, offering no real explanation and assuring me that everything would be addressed at the second appointment.

For the second appointment, I scheduled for 10:00 AM. I called 20 minutes prior to confirm that all parts were in. The service representative I spoke with checked my account and said they had received the engine cover. When I asked about the puddle lights, there was an uncomfortable silence before he eventually said they had those as well and that I was "good to go."

This time, I had a new service advisor, Casey, and I explained my frustrations and emphasized that I needed the engine cover, puddle lights, and tire rotation completed this time. Casey estimated another 1.5 to 2.5 hour wait, so I used their Lyft service to go to the mall while they worked on my car.

At 12:30, Casey texted me to say the car was ready. When I arrived back at the dealership, he was with another customer, so I decided to inspect the car myself. Once again, I saw that the tires had not been rotated, and the puddle lights still hadn’t been replaced. When I confronted Casey, he told me that the puddle lights had “just now been ordered” and that he didn’t rotate the tires because he assumed my only reason for thinking they weren’t done was the blank receipt from my first visit.

So after two visits, all they managed to do was install an engine cover, and I am now expected to come back a third time just to get the puddle lights installed. This experience has been a complete mess from start to finish. The poor communication, lack of organization, and repeated inconvenience make it clear that this service center does not value its customers’ time. I won’t be returning and would strongly advise others to avoid Wyatt Johnson VW if they expect any level of professionalism...

WARNING ⚠️

I guess I didn’t learn from my first bad experience with Wyatt Johnson Toyota as here we go again. I came to Wyatt Johnson Volkswagen to originally try to purchase a Dodge Charger they had available for around $7600 as this was with in my prove range. I was informed that I would have to put a lot down as it’s an older vehicle. So, I was then presented with a 2018 Volkswagen Tiguan with less than 100000 miles. Upon test driving, I noticed the brakes weren’t all that good the tire pressure light was also on. I made the salesman aware of the issues was told they will fix the issues and to come back next day to get vehicle. Upon return, i was informed that the vehicle was not put into services as I was told it would be so, I was given a 2020 ford escape and informed they be switching the vehicle to this one. Due to it being almost closing I was told to return again next day to do paper work for the ford. I was then told that it would be higher after being told it would be close to the price of the Volkswagen here we go another lie. So, note I’m being told they will put the Volkswagen in service, which mind you it was already supposed to be in service and now they are giving me the vehicle back. The change in information and insurance caused my insurance to go up they don’t care. So, they say they’ll drop the car off in the morning the morning comes and the car is not done no information on what they found nothing. Get the car in not even two full days into have it tire pressure like is back on and now I’m check engine light is on as well. I set with these people and expressed I didn’t not want another bad experience or a vehicle that breaks down after driving off. I was reassured, lied to, and manipulated to make a sale that again was built on lies. This gives me trust issues and no faith in people seriously. Now, I’m back in the 2020 ford escape in order for the Volkswagen to be serviced once again. Now, is it all bad no as Travis sales manager is trying to get me taken care of yet, it’s like I was reassured before how am I supposed to continue to “Trust” when I’m being lead a stray. Please use caution take a mechanic 👩‍🔧or some one with auto repair knowledge as they will rip you off.

Thank you, but no thank you the...

WARNING!!

This place is a joke, when arriving for a 2 year service we asked if they charged for labor and was told no by Jensen Wilson who also told us that the service selected was covered under warranty and that it would take 1.5 hours at the most for services to be completed, we were there for over 4 hours while they chased us around attempting to get us to purchase a new vehicle. After the service was finally over and we were ready to pay and receive the receipt we were charged it only for the services but an extra $300 for the labor services.

After calling and asking to speak to Jensen or her manager we were continuous placed on hold, transferred to the Kia dealership multiple times, and hung up on.

When finally getting ahold of Jensen she attempted to lie about what she stated, then offered a free oil change due to the “misunderstanding”.

Lying to people and charging them an extra $300 is not a “misunderstanding”. When we asked to speak to her manager she said he was on lunch at 3:30pm but “he should be back any moment and could call us back”.

UPDATE: Her manager Peter Hick finally called after his “lunch” was up. Where he tried to run us in circles and convince us that we got a “discount” on our services, I was supposed to be thankful. He then tried to “explain” to us what she stated and what she didn’t state to us before the services. I informed him because he was not there he did not know, she knew what she stated which is the reason she asked if she could make it up with a free oil change, he assured me she was his “best” I have no doubt if she is doing the same to other individuals.

He continued to go in circles with me trying to convince me. Then went decided to stop speaking for roughly 5-7 minutes but wasn’t muted or on hold. Just sat there not talking. Finally he said he would talk to his “managers” and call me back after 20-30 minutes. Never called back.

Please avoid this place, to avoid any of these “misunderstandings” that could happen, as we will make the drive to ANY other dealership in the future.

Save your money if you can, go ANYWHERE but...