Anonymous

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Verified Buyer
| map-marker Mesquite, Texas

Service department

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Clay Cooley - Service department
Clay Cooley - Service department - Image 2
ON Wed 25th of November 2020 I went to pick up my car at Hyundai in Mesquite. I noticed that they had charged $155 for adjusting car plate. The car plate had been installed by a guy named Collin at the dealership in Mesquite. It was apparently installed incorrectly but I was charged that huge amount to correct their own mistake. I want my money back.
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User's recommendation: Do not go to that service department > no customer service at all. Do not talk to Jeff if he is the one on your car request someone else

Anonymous
map-marker Mckinney, Texas

Sold a car to me , without servicing , the car went completely dead battery not connected

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Battery not connected cable came off stuck in a parking lot first nite, two door sensors not working for keyless entry the car said only 4000 miles on it . There was a damaged cover box underneath at with a big hole unit , a thick wire hanging down , dangerous situation, so I finnaly got a hold of Alex Reece , told me the salesman had told me the car only came with one key and I would have to go and buy a second key from Ford , so I told Alex about all this and he got me a second key and told me to bring the car back toto the dealership
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User's recommendation: Clay Cooley servise guy did not fix one item and did not service so Alex never showed up and never called me to tell me he did not live up to fixing my new car

1 comment
Guest

If you didn't have a warranty it is all on you. You should always get a car checked out by a mechanic.

Most sales are As-Is by default.

If you did not get it inspected you are the one who has to pay for the repairs. Yes, even if it was 10 minutes.

Millie P Wvi
map-marker Irving, Texas

No service

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Well first I was lied too then I was ignored and this after you took part of down-payment then I came for refund and I have been waiting for atheist 1 hour nothing but wait I did not hasatate 1 min 5o give you money but when I ask for I back you make waitdont come
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Loss:
$300
Pros:
  • Dont have any
Cons:
  • Poor service and deceptive trade practice

Preferred solution: Deliver product or service ordered

User's recommendation: Don't come here they lie

Mario C Svf
map-marker Richardson, Texas

Terrible Customer Service - Justin Gregg Worst employee of this place

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Clay Cooley in Richardson. Cancelled extended warranty back in May. Justin Gregg said it would take about 12 weeks to get a refund. It's taken several visits to the dealership to get a follow up. Every visit has been the same lie “Check is almost ready”. It's been 4 months now and still no answer. Justin Gregg was given an ultimatum to answer by this Tuesday, September 29. He never answered. Now is time for the lawyers to get involved!
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Loss:
$4000

Preferred solution: Full refund

Jennifer R Wlm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Irving, Texas

Dissatisfactory Customer Service & Overall Experience.

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I bought a Jeep from Clay Cooley Kia. The Jeep came with so many issues one after another.

They threw so many excuses and never kept me updated. All along it was the oil gasket supposedly. I barely bought it less than 1 month ago. The dealership does not care or even care to communicate with you.

I have written so many emails with NO attempt to call back or reply. they simply said "Sorry we will not be doing anything else with the Jeep". The jeep said there is no oil, how is that possible if it was just changed a couple of weeks ago. Also, it is still leaking oil from when I originally brought it in.

Overall the experience was just trash and I do not recommend to any one. At one point I was literally going to get a lawyer to help me just return the Jeep since it had so many problems.I tried reaching out to the general manager and again they DO NOT care. Keep in mind I paid $27K cash for my jeep.

you think they would appreciate business i brought them. Take your money to another dealership.

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Loss:
$27000
Cons:
  • Car buying process
  • Sales manager had service dept illegally pass a car inspection
  • Over priced

Preferred solution: Call back asap.

User's recommendation: Do not buy your vehicle here. Just save your time, because they really do not care.

James C Qla

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Verified Reviewer
| map-marker Dallas, Texas

Bait and switch

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See car I wanted. Inquired about it. Set appointment. Day off f appointment they sent message saying expecting me. I confirmed that car was still there. Get to lot 5555 lemon dr Dallas Texas. They said car was sold yesterday. Then said d car was sold the day I inquired about it. But, said car was there before I made the trip. Rude people. No professional manner at all. Bought same car else where!
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Loss:
$10
Pros:
  • Locations
Cons:
  • Fake ads

Preferred solution: Apology

User's recommendation: Avoid at all cost!

Iris L Ott

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Irving, Texas

The worst dealership, worst customer service and they lye to you so they could sell you a service you don’t want.

We visit this Dealer because they had a promotion going on, and we thought that they were trustworthy, a lye. You see signs around the dealer promising loyalty and solve you complain if you have any, also a lye. Everybody that I had contact with lied to me in one way or another. They told us that they couldn't honor the sale going on, so why are you promoting a sale. They told us that for the bank to approve a lower APR we needed to add the maintenance package. One of the sales manager told us that the car mats were In the trunk of the car, and they weren't, supposedly they order them, and I am still waiting for them. When we decided what car we wanted, they didn't honor the price that said online, after going back and forward they gave us a deal and when we got to finance they didn't honor what they had told us. Is very sad that all this happens. If I had read the reviews before coming to this dealership I wouldn't been going through so much trouble and disappointment.
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Loss:
$3000
Cons:
  • Worst service

Preferred solution: Let the company propose a solution

User's recommendation: Don’t visit this dealer ship they are wolves disguise of sheep&.

1 comment
Guest

Iris = it is Lie. Lye is a product that scours.

Hershel C
map-marker Dallas, Texas

We came to Dunncanvillle store and cancelled the extended warrantee with finance person approximately in late May Form was May. We were told it would be 12 weeks and we feel it is past due

It has been 4 months and no refund
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Loss:
$2500

Preferred solution: Full refund

REBECCA S Arc
map-marker Irving, Texas

SUCKS SUCKS SUCKS

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THIS DEALERSHIP IS THE WORST DEALERSHIP TO EVER EXIST. TALK ABOUT A CIRCUS. NO ONE ANSWERS THE PHONE AND IF SOMEONE DOES ANSWER THE PHONE THEY SEND YOU IN A CIRCLE UNTIL THEY FORWARD YOU TO A VIRTUAL CUSTOMER SERVICE NUMBER.
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Preferred solution: Apology

Perry S Tqd

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Verified Reviewer

None. Just wanted to share my complaint

Hello. I wanted to let you know how much of a bad experience my wife and I had at our most current visit. We bought a Jetta from your Volkswagen dealership in Richardson about 4 months ago. My wife got into a wreck on December 13th and the vehicle was determined to be a total loss. So we decided to go back to the dealership to purchase a new car. Keep in mind my family has purchased 4 Volkswagens from your dealership in the past. We arrived to the dealership on Wednesday December 18th and our sales agent was Zarina. She was pleasant when we first walked in for our initial visit. We discussed a few options. She was trying to sell us an orange VW Passat. The reason this was the vehicle she chose is because we had an upside down balance of about 2400 that the insurance didn't cover. So the plan was forward the balance to the new car. This was a service loaner car that was discounted. At first we didn't like the vehicle just because of the color. We then proceed to try a 2013 VW Passat. The manager tried everything he could to get us into that vehicle. But because the situation of the upside down balance, we were not able to get that vehicle. Which is very understandable. Due to the time, the bank just closed so we came in the following day to discuss the purchase. I want to bring you up to speed on what was promised and our personal situation. My wife's sister passed earlier that week. She was ran over by driver while she was crossing the street. I just want to let you know the state of mind my wife and I were in prior to coming in for our appointment. This being said, we proceeded to see what vehicle we were able to purchase with NO down payment. The reason we didn't have the money for the down payment is because of our expenses for the family and traveling to Houston the following week (Dec. 26 and Dec. 27) for the Wake and the Funeral. We never explained what the family emergency was at the beginning. We only said that we had a family emergency we had to attend to in Houston. We didn't want to give details. Again, I say this for you to understand the state of mind we were in. I am trying to build up to the last day we were at the dealership. Back to the sale. Zarina, Brian and ourselves came to an agreement to go ahead and purchase the 2019 Orange Passat with NO down payment and they were going to extend the loan for 72 months to make up for the forwarded upside down balance. Keep in mind, we never tried to go down on the price. The only thing we said is that we didn't have the money for the down payment and that our monthly cap was 375. We agreed to 387 with no down payment. So on Saturday December 21st I called Bryan Bower and Zarina to let them know that we decided on the Orange Passat. I asked them if everything was in place for us to come down and sign the paperwork. Brian said everything is good, the car is in detail and all we had to do is sign the final paperwork. When we arrived, we were greeted and after the agreement, another sales manager (didn't catch his name) came up to us and asked if there was anyway that we could put down a down payment. We then finally said, "NO, we discussed all of this the prior 2 days we spent here and all the paperwork we signed stated we were not going to put down a down payment because we couldn't afford it due to my sister just passed because she was brutally ran over while crossing the street by a driver" We had to finally break down and explain what the family emergency was and why we were not able to put down a down payment. So after all that, the sales agent said, "how has your day been going?" My wife said, "not that good" She then said, well hopefully we can make it better. My wife then said "no you cant (referring to her sister)" She then said, "Oh, its been a shovel in the dirt kind of day" You can just imagine how that statement hurt my wife. She then proceeded to the sales desk, where we can hear everything they were saying. One sales manager said "we are giving here a discount already, does she also need the Hallmark Special" That was the most hurt-full statement anyone can say. Not only was the 'shovel in the dirt' statement not hurtful enough, he basically said "does she want a sympathy discount for her sister passing" WE NEVER ONCE ASKED FOR A DISCOUNT, WE JUST AGREED TO NO DOWN PAYMENT AND THAT THE LOAN WOULD BE EXTENDED TO 72 MONTHS TO MAKE UP FOR THE LOAN AMOUNT. Which was approved by the bank. On a different note, the sales manager asked if the insurance can release the totaled vehicle to me and leave it at the dealership. Not sure if your employees know how that works. My insurance paid off the car to GM Financial so now the totaled vehicle is now the insurances and not mine. Even though all this was cleared the very first day. This was the most horrible experience we have ever had. To make it worse, it wasn't just one sales manager with all the comments, every one in that sales office was making inappropriate remarks. We were the most easiest people to work with. We never once tried to negotiate with the price. We then just broke down leaving the dealership with tears because of the hateful remarks make.
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Reason of review:
Poor customer service

Preferred solution: I'm not asking for anything. What happened and what was said was most inappropriate. All I was doing is being a loyal costomer. Not the first time I/we (family) has purchased vehicles there.

Danny b Vnj
map-marker Southwest Dallas, Texas

Not happy at all with them

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I ordered a truck online 2017 ram it took 2 weeks longer to get than they originally said when I got it the paint and windshield has multiple chips has fender damage bald tires Cruz control doesn't work and they say it was good when it left them for $45,000 I expected more do not get anything from them unless you put eye's on it in person
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Preferred solution: Price reduction

User's recommendation: Triple check everything and NEVER buy online

Dave W Hjb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Do not go anywhere near this Car Dealer!

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Bought my new Nissan truck from Clay Cooley Nissan when they owned the dealership in South Austin back in Jan 2015. Paid $ 2,400 for an extended warranty on the vehicle. Clay Cooley sold the dealership to South Austin Nissan approximately a year later. When I inquired about cancelling my extended warranty on the vehicle in Dec 2019, I was informed by South Austin Nissan that their records showed "NO EXTENDED WARRANTY" for my truck and to call Clay Cooley Nissan in the Dallas area. Long story short - you guessed it - after about 30-40 frustrating phone calls, finally got through to Clay Cooley's corporate office and explained that I wanted to cancel the warranty, since (a) the new Nissan dealer had no record of the warranty, and (b) I don't live in the Dallas area to even get the vehicle worked on if I wanted to.

Needless to say, after 5 weeks, I still have not received a refund, not a penny. No communication what so ever from the dealer. Though I was charged $ 2400 for the extended warranty, I sincerely doubt now that I ever had it...dealer no doubt pocketed the money.

All I can say is that there is a certain place in *** for unscrupulous dealers like this. How they can stay in business and still keep their franchise from Nissan Motors of North America is beyond comprehension.

Will I ever see even a partial refund of my extended warranty? I doubt if I'll ever hear from the Clay Cooley corporate people ever again. But that's okay, I'll never buy another Nissan product ever again and I have the satisfaction of passing this complaint on to as many prospective car buyers as possible.

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Loss:
$1200
Cons:
  • Poor service and deceptive trade practices
  • Poor service and deceptive trade practice
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

1 comment
Dave W Hjb

Here is an update on my situation: After several email requests for an update, I finally received a response from the "Cancellation Director, Clay Cooley Auto Group" on Jan 15, 2020. She replied with the following - verbatim: "We process requests in the order we receive them and are only just starting on requests received in December.

We try to advise customers that it can take 10-12 weeks for complete processing on the cancellation form because of the volume we receive here for all 18 dealerships. I apologize for not responding to your last email, I had it flagged to return to but haven’t gotten back to it yet this week." I first contacted them for a refund on Dec 4, 2019, so two full months have already passed. My response back to the Cancellation Director above was that I would patiently wait until the end of February. If I do not receive a refund, or a satisfactory response, by the end of this month (nearly 90 full days will have passed), then I plan on definitely following through with legal action against this dealer.

I am also considering other actions that involve state and federal agencies.

I don't believe I have ever dealt with a car dealership that has been so unresponsive and ridiculously time-consuming in my entire life. I sincerely warn prospective car buyers from purchasing an auto from this dealership - either shop out of town or from another dealer who has a better reputation for customer support.

Kevin T Gki

Bad customer service

This has been the worst experience I have every had when buying a car. I will never recommend or ever buy another car from this dealership. When buying a car we were treated like we were stupid from the used car dealership and we were trying to refinance and to get the gap and warranty off they told us to come in, so we drove a hour to get there, when we got there they told us when can doing it by email. WTH so we drove in the pouring rain for an hour, they said we could do it by email. Thank you but no thanks I will not buy another car from this dealership. Sincerely Kevin Turner P.S if this is the way you treat your customers I think you need to figure something else out.
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Preferred solution: I’m a lost for words

User's recommendation: Go somewhere else

Brenna L
map-marker Southwest Dallas, Texas

Horrible!

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Worst place to buy a vehicle ever! I’d give them no stars if I could!

I bought my Kia 6-1-19.

The finance guy was friendly and I thought he was going to take care of exactly what I needed. He told me that they couldn't finance me with my trade in and then he turned away from the cameras and told me he was covering the microphone so no one would know what he was about to tell me. He then told me I should just park my old car in the parking lot and call the finance company of that car and tell them to come get it. And to not make any more payments in it.

He told me yeah it would hurt my credit now but with the new loan I would be alright especially if I made my payments on time. At the time I thought it was odd that a finance guy would tell me that but ok. We talked about gap and I said I needed that since I know what happens if you don't have gap. He said of course so I figured it was on the contract.

I never got the contract in full but did not realize it at the time, he'd put papers in an envelope so I assumed the contract was in there. Then my car was totaled on 7/18/19. I told everyone I had Gap. I never would have signed anything without Gap.

Fast forward a few days, I realized I didn't have my full contract so I called and asked for it on Tuesday and the finance guy proceeded to tell me I did not have Gap. He told me we talked about it and that I was going call my car insurance to get Gap. I know that is not true as my insurance company does not sell Gap and I can't change companies because every other company wanted 200-250 more a month. I told him that, he argued.

I hung up on him out of frustration. We ended up talking to the Sales manager over the next few days, he was understanding and said he didn't see how I wasn't sold Gap. He also said he was going to do whatever he could to help. Later he said he had talked to Jeff, the finance guy, and Jeff said there was no room on the contract for Gap.

Today my fiancé went up there to see what was going on, Brian said he was still working on things. Late this afternoon about 4:45 I checked my email and there was my contract. I printed it out and immediately noticed that the signature was not mine on the paper saying I declined Gap. We took the paperwork up to the dealership and asked to speak to the manager.

The finance guy came out and said Brian said to bring us back. He took us to his office then pulled out an envelope and said there's the paperwork you never came back and got, he never told me to come back to get the paperwork and I've bought many cars and never had to go back to get the contract. Even from them as my previous car was bought there. He left the room and then came back and said the manager of the dealership was going to come talk to us.

He took my contract back into the other office and then another gentleman came in. I requested the finance guy not be in the room and then I asked this guy if he was the manager of the dealership. He said he is the finance director. We explained what happened, again.

All he would say is I don't know, I don't know. I asked who was above him, he said the manager of the dealership's name, we asked if he was there. He said no and I said I needed his name and number on a piece of paper, he told me he didn't know his number. I said so he is your manager but you don't know his number?

He then said he can't give the number out. I asked why he didn't say that to being with, he just said I don't know. Basically they have no clue and clearly do not want to help. I have since discovered that the gentleman that said he was the finance director is actually the sales manager.

Also, I had a maintenance plan and a GPS plan on car totalling around $2000. I called both companies to cancel those policies, they told me I had to call the finance department at Clay Cooley. I called twice, left messages both times, asking for an email with confirmation that those policies were canceled. I never received a phone call back nor did I receive an email.

I was told by another car company finance guy that the car dealership makes more money off the warranties than they do off gap. I truly feel as though the finance guy looked at me as an easy target to take advantage of. I want to reiterate that the signature on the paper denying Gap was not my signature. I also received paperwork that wasn't even in my name as part of my contract.

They are so shady! Don’t ever go there!

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Loss:
$10000
Cons:
  • Con artist in finance department
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

Anonymous
map-marker Denver, Colorado

Dont go

not getting what promised having to buy own car battery on new car call multiple people no answer, no call backs, including management and corporate.... what bad business guess it's lawyer time
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