This company has to have the worst customer service I have seen in my life.
I was given a loaner vehicle while my car was in the shop for 2 months. I received a call from ***** who informed my car was ready and the vehicle i was in was sold, so turn the vehicle in as soon as I can. On Friday, I called and informed them I did not have the money to put in the gas tank, I had no money. They informed they would charge my card when I got the money which would be Monday at 5.00 a gallon to fill the tank totaling 150.00 again I had no money. I went to the location to turn the vehicle as I entered I was informed the service department had closed. The next day, I tried again to turn it in. Again, I was informed the department was closed. Monday morning, as I'm filling the tank, I go to turn the car on and they turn the vehicle off. Mind you, I had just spoken with a woman in the service department and informed her I was on my way, and she said it was fine. I called the rental department, they accused me of trying to steal the vehicle! I informed **** of the situation she said it was ok. I returned the vehicle by 9am. She tried to charge me $120.00 for a cleanup fee. I informed I do not have any money, she then negotiated I informed I had $40.00. However, as she tried to run the payment it wouldn't go through because it was a prepaid card. I also was made to open a claim due to a dent in which I informed I did not know what happened. As far as I knew the car was fine. I opened the claim and pretty much had to make something up because she would not let me leave. Before I left **** informed I would need to pay the $500 deductible for the insurance claim or they would have to turn it into legal claims. I understood and informed I don't know when I will get it, but I will pay it as soon as I can. The same week, my car turns off while I'm driving yet again. They had a wrecker come pick the vehicle up and "fixed" the problem. I was able to pick my vehicle up that Saturday. A week later the same problem happens again, the car turns off while I'm driving it, only this time I almost lost my life due to a semi-truck almost hitting me from behind, in the middle of the highway. The wrecker picks me up orders of *****. I call back the next day, this time NOBODODY where my vehicle is, I called for three days and the ONLY person willing to help me was ****. He was very friendly and very understanding, eventually he found my vehicle and began working on it. A week went by I'm having to pray and hope I have a ride to work. I go to pick up my vehicle and **** and ****** as well as the new department manager tell me that I cannot pick up my vehicle until I pay the $500 deductible from the original claim A VERBAL AGREEMENT. Mind you, my account is already -$300 I could not pay them if I wanted to. I felt so intimidated and defeated, I just left the car there. During the month of September and October I received one voicemail from ****** stating the balance was due, and if I did not pay the account goes into legal claims ONE VOICEMAIL On September 2, 2014. I called back several times and nothing was ever stated about the claim only my balance on my car. ****** called my grandmother's house once to collect payment FOR MY CAR. ON October 17,2014 they ran my account in 4 total transactions totaling $500. Never was I called and informed they would be running my card. I called and referred back to the conversation we had September 11,2014 **** talked over me and would not let me get a word in. She never answered my questions in reference to the verbal agreement we had previously. She also tried to lie and manipulate me again stating she left voicemails. I asked when she left voicemails she could not answer. I informed I received calls about buying cars, but none from her. I informed we can settle this, or I can get a lawyer. She said because I mentioned lawyer we could not talk and she hung up in my face. Awesome customer service for a manager great representation of the company as a whole!
I would like a total of $152 in overdraft fees considering they ran my account a number of times instead of one flat time. If they were going to run my account the least they could have done was called and left a voicemail! The last voicemail the same day I received from Clay Cooley was from ******* asking me was I in the market for a vehicle. They could've even ran it all in one transaction for $500 so the most I would've gotten was 1 overdraft free! it was very irresponsible and inconsiderate for a Business woman such as **** to do something so unprofessional as running a card without doing a basic customer service procedure of leaving a voicemail. I NEVER RECIEVED A CALL OR VOICEMAIL FROM **** OR ******! They are full of it if they speak otherwise. And we can always pull phone records I have an IPHONE I CAN SEE MY VOICEMAILS! **** also informed they keep running the card until the balance is fulfilled. I NEVER AGREED TO THIS! If this was the case, why didn't you run my card previously and overdraft it instead of denying me the right to take my vehicle home. The manipulation in this whole situation was horrible. I WILL NEVER RECOMMEND THIS CAR LOT TO ANYONE THEY ARE SCAMS!
Ms ****** came in for recalls on 06-09-14. She was put in a rental vehicle that Chevrolet was paying for. She signed all documentation understanding she is responsible for the vehicle, including damages, cleanliness, and fuel. When her vehicle was repaired, it took many attempts over a 2 week period to get Ms ****** to return the rental vehicle to us. When she finally came in, the vehicle was damaged, extremely filthy, and completely out of fuel. She was given the option to contact her insurance about the damage or pay out of pocket. She was also told she would be charged for the cleanup and the fuel. At this point she claimed she did not have the money for fuel or cleanup. We explained she signed a contract stating she was responsible, but because she could not get the money she felt she should not have to pay for fuel and cleanup. Clay Cooley Chevrolet had to pay for clean up and fuel resulting in a charge of $280. After getting an estimate for damage, she stated she could not pay for damage and contacted her insurance. The claim was started and she knew she had a $500 deductible. After vehicle was repaired, rental agents tried multiple attempts to contact Ms ****** and tell her we were going to run her card for the deductible. She never returned any messages and it took 6-7 weeks for us to get our money. Her vehicle is financed through Clay Cooley in house finance. She was offered a 2 month deferred payment to allow her to pay her $500 deductible. Ms ****** did not pay the deductible nor her car payment for approximately 2 months. We charged her card for the deductible as we were unable to establish contact with Ms ******. We are still out fees of $280 plus non payment of her monthly car note. Her vehicle has been repossessed due to no payment. We have bent over backwards to help Ms ****** without any cooperation from her. Therefore we are not refunding any monies to Ms ******.
(The consumer indicated he/she DID NOT accept the response from the business.)
They are full of lies. I filled the tank before I returned the car! They did not call me until that Thursday to return the vehicle at 4 almost 5 pm tand they close at 6 pm!!They are full of it and again I tried to return the vehichle twice, on Friday when I got off, and on Saturday when I got off both days they were closed! I borrowed gas money to fill the car up so again, that all is a lie. When they turned the vehichle off and activated the gps, I was at the gas station which was a Monday morning! GET THE DATA FROM THAT DATE!!! That is the same day I returned the car! They are con artist and liars, who twist stories to their advantage. Again, they have yet to provide dates in which these "voice messages" were left! I have one voicemail from the rental department stating it would go to legal claims if it wasn't paid from ******! The rest were sales calls,and you can look on my log at their office on their computers, and see how many times I returned missed calls! You can also get my phone records! Every time I called I was told they don't know who called, it was nothing, or not get an answer! I voluntarily surrendered my vehicle after multiple failed attempts of them "fixing" the vehicle THAT ALMOST KILLED !****, ******, and their manager saying "I could not pick up my car the third time I came to pick up my vehicle until I paid the $500" VERBAL AGREEMENT!! I have witnesses to these facts people who heard as well as people who were on the phone while I was there! I also have recordings of times I was with them due to the fact just like this one when they twisted words and actions. Also they have failed to address their poor customer service skills of hanging up in my face and talking over me while trying to manipulate the full situation. Also,The car could have been detailed I could've paid the $40 on my reloadable card to do so I even asked her if this was possible! She said NO! I am still waiting on those dates of voicemails and explanations for horrible customer service. NOBODY LEFT A MESSAGE SAYING MY CARD WAS GOING TO BE CHARGED ON MY CHILDS LIFE AND EVERYTHING THAT I OWN! And they know it! It is so sad they have to continuously lie to make them selves look good! I am one person with no power! They should be ashamed of themselves for the deceit. My prayers go to this company. Provide me dates and explanations as well as proof of both and I will digress.
Final Business Response
Ms. ******** ****** wrecked our vehicle. We made numerous attempts to collect monies owed to us by her. She refused to pay her debt. She signed the contract stating she was responsible for our vehicle. As stated we tried to work with her by extending her car payments by 2 months so she could afford to pay the deductible. She did not pay her car note, nor her obligation for her deductible. Therefore, Clay Cooley Motors repossessed her vehicle and took necessary steps to collect monies owed per rental contract agreement. Ms ****** never attempted or contacted anyone at dealership to arrange any payment plan. We tried to work with Ms ****** with no success. We only collected monies owed us and are still out the fuel costs and cost to detail the rental she returned. We cannot be responsible for her bank account. She obviously had the money to pay us if we were able to collect it from her bank account.