ComplaintsforClay Cooley Nissan of Irving

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Initial Complaint
12/16/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a certified pre-owned 2019 NISSAN ROGUE SV on August 8th I was told that they checked everything out and it was good to go as per car fax So I left believing that I had 30 miles to go before service was needed. **** miles later I was told that the transmission fluid was due to be changed the coolant system had to be flushed and refilled. The brake system had to be flushed and refilled. And that I was going to cost 700.00 ****** with a discount. I spoke to the sales manager about it. And was told that they didn't have to disclose ALL information about the car. Had they told me about the fluids issue in the particular car I was interested in. I would have asked to see something else. I wasn't given that opportunity. I was told everything was good to go. That wasn't true and they knew it as per their Own records on the car. So he did lower the price to ****** but I don't feel I should have had to pay ANYTHING for something that should have already been taken care of. Or at the very least I FEEL I should have been informed of the issues with the car and had been given the opportunity to look at something else. I feel like I was decivied and treated unfairly and want my money back
Customer response
12/20/2023
I feel I have been decivied I was told that they didn't have to tell me that they're had to disclose ALL information about the car and I was told that everything was good to go and I left believing I had thirty thousand miles before I had to have service done less than 13 hundred miles I had to return for service that should have already been performed. I was charged 288 dollars for service that should have already been done as per the car fax report.
Customer response
12/20/2023
Purchase date August 8th 2023. I don't know what else to add.
Customer response
12/20/2023
I purchased a certified pre-owned 2019 NISSAN ROGUE SV on August 8th I was told that they checked everything out and it was good to go as per car fax So I left believing that I had 30 miles to go before service was needed. **** miles later I was told that the transmission fluid was due to be changed the coolant system had to be flushed and refilled. The brake system had to be flushed and refilled. And that I was going to cost 700.00 ****** with a discount. I spoke to the sales manager about it. And was told that they didn't have to disclose ALL information about the car. Had they told me about the fluids issue in the particular car I was interested in. I would have asked to see something else. I wasn't given that opportunity. I was told everything was good to go. That wasn't true and they knew it as per their Own records on the car. So he did lower the price to ****** but I don't feel I should have had to pay ANYTHING for something that should have already been taken care of. Or at the very least I FEEL I should have been informed of the issues with the car and had been given the opportunity to look at something else. I feel like I was decivied and treated unfairly and want my money back
Customer response
12/26/2023
After reviewing the *** FAX REPORT AND noting. That the fluids were CHECKED but not changed. I had to question it. I complained to the general sales manager and he told me that they were not required to disclose everything about the car. Which raises major Red flags. About the entire Deal. What else am I going to have find out about the HARD way.?? I just want my money back for service that I should not have had to pay for
Customer response
12/27/2023
I made an error in part of my statement. It was no 30 miles it was supposed to be 30 thousand miles before I needed to have the car serviced. **** miles later I received emails telling me to bring the car in for the thirty thousand recommended service intervals. Which the car had not received. The previous owners didn't do it. Nor did the dealership.it was dumped on me to take care of. Sorry for the error
Customer response
01/11/2024
How do I Delete it remove my complaint as the matter has been settled
Initial Complaint
11/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
The business was committed to replacing a part on my 2022 Chevrolet Silverado.l that is under warranty. The truck was purchased October 2022 and stopped working October 2023. The truck was dropped off to the dealership on October 28 2023. Stating the truck would need to stay there for a few days. After one week we contacted the service center various times and received no response from anyone. After 2 weeks we received a call from a rep stating they found the issue and it is a replacement that is covered under warranty and the truck should be ready the following week. After multiple attempts to contact the service center I went in person and found my truck has not been worked on and they are not sure when the part they need will be in stock. The truck continues to sit with no completion date. My car note is still due. No loaner car has been offered by the facility, suggested to be loaned a vehicle but ******* stated to contact Mr.Cooley personally. I am currently having to carpool while my truck sits. Please help.
Business response
12/19/2023
This customer has been refunded
Initial Complaint
11/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Finance Manager added warranty contract to my total that I did not authorize.
Business response
12/21/2023
warranties were cancelled
Initial Complaint
08/30/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a new vehicle from this dealership in June. Part of this transaction was TT&L. I was told that the permanent plates would be mailed on/around the beginning of August. August 18, 2023 was the expiration date for the paper plates which has since come and gone. I have been attempting to reach out to the dealership by phone and by email and they have not been responding.
Business response
09/26/2023
We have reached out to this customer and are in the process of resolving this issues
Initial Complaint
07/14/2023
Complaint Type:
Product Issues
Status:
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.
My original tires were not placed back on my car after stated they were rotated. The current tires look different, car drives different right after, low miles under ******, the fitting of the tires are different.
Business response
10/27/2023
Issue resolved with customer
Initial Complaint
07/12/2023
Complaint Type:
Order Issues
Status:
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.
On 27th Dec 2022, I bought a Nissan Rouge SV 2023 with premium package.As per sales person, there are no dealer add-ons being added and he quoted a price of $33810(for car) + $2750(tax and documentation)= $36560. To this finance person informed me about GAP insurance worth $1500 and I agreed for downpayment of $3000 and agreed to finance rest of $35060. But with out informing me they took a loan of $*****, I trusted them and left with car as it is already late evening.Next day when I checked the documents, i was surprised to see that my loan amount was $***** as if I have that much money, I would have gone for more premium brand and went to check with finance and sales person.He lied to me saying loan amount is ***** only and with interest it is *****. I showed him all the proofs with loan account number and other details.Then he said, I will cancel all the warranty packages he added without my notice including GAP but said, he could not cancel the Clay ********************** protection package + 5 year clay ********************** package which are worth $5000 and it would take 2 months for cancelling. After long discussion, he agreed to give back $1000 and me not being happy left the premises.Again, they did not cancel any warranty(constant lies). I called to all agencies and got warranties cancelled worth $8000.I went to dealer ship after one month to check on my $1000, financier said, he checked with manager and they agreed to return $2000.Now its been 6 months, I still did not receive my $2000 or not an explanation. I don't even know the features of the packages added.Not sure, they cheated me because I'm a foreigner and trusted them.I need my $5000 back. Its clear malpractice and constant lies from dealership.
Customer response
10/06/2023
Dear Team,

I did not receive anything from company.

Thanks,
Kishore
Business response
10/27/2023
Explained to customer that the increase was for interest of loan
Customer response
10/30/2023
I am rejecting this response because: Whom are they fooling? Loan amount itself was for ***** USD.
constant lies and cheating. My loan statement attached.
They took loan for ***** USD without my consent for a ***** USD car and uttering the same lies from Day 1. Shall I provide the loan statement as well?
I have cancelled all additional packages myself by calling to concerned parties and the money is credited to my loan account.
Except for the amount that clay ********************** charged for GPS and protection services. he said, GPS charge is going to be for 30 USD but charged **** USD.
Please accept your lies and cancel those unwanted services and reimburse my money.
Business response
10/30/2023
Customer issues have been resolved
Customer response
11/23/2023
They offered me **** USD instead of **** USD. I am ok with it as I am tired of fighting.
But, they did not process my **** USD yet. So, please keep the complaint open.

Thanks,
Kishore
Customer response
12/19/2023
Issue is not resolved Yet. Sales person called me and offered me **** USD as settlement. As nothing has been done after the call, I have redailed him and got to know that now he left the company and wants me to check with his manager.
From one year I am struggling to get my money back and their response is very upsetting with continuous lies. They process loan for *****USD for a car worth ***** USD and lying about it from day one.
please decrease their rating to any minus grade possible for cheating customers.
Thanks,
Kishore
Business response
01/23/2024
This complaint has been resolved. .All products on the deal were canceled as of 12/27/2023.
Customer response
02/02/2024
I am rejecting this response because: I cancelled all my additionals, no help from Business.
I still have two additional packages from dealer ship, which are not being cancelled worth 5000USD.
Clay cooley protection package
GPS package.
From time to time, I am saying that I don't need those packages and please cancel them, reimburse my money.
And then you can resolve my issue.

Thanks,
Kishore
Business response
02/07/2024
All products on the deal were canceled as of 12/27/2023. Cancellations usually take 12 weeks to process and refund.
Customer response
02/07/2024
I am rejecting this response because: is the clay ********************** protection package cancelled along with GPS?
will i get my 5k USD return?
could you please provide a proof that those are cancelled?
Thanks
Business response
03/22/2024
Hello **********************, all highlighted extended warranties from your picture that was uploaded via BBB have been canceled . Please see corresponding documents attached . Feel free to reach out to me if you have any questions!

Customer response
03/22/2024
I am rejecting this response because:
As I said, I have already cancelled all ally services.
I wanted the options squared in Red to be cancelled and refunded.
Cooley protection package worth 3295 USD and and FG5YM worth 1995 USD. ( These are never cancelled and I am complaining about the same from last one year).
Please don't reply saying, they can't be cancelled because, I did not opt for them in first place.

Thanks,
Kishore
Initial Complaint
01/30/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got a used nissan sentra 2016 on the 14th of January 2023. Keke was my sales person. The car had a dent on the side and I was assured that it would be fixed. I took it back about 2weeks after and was told they can't fix it because it costs $6k. I offered to get estimates from another shop. They said they would not be responsible and I should make an insurance claim. Keke told me she can get a replacement vehicle which I didn't want and now I have hard inquiries on my credit which I would like to be removed. I am utterly disappointed at the level of dishonesty in an organization like this. I have to pay 6k out of pocket to fix the dents. Well you lost a customer forever!
Business response
03/14/2023
Business Response /* (1000, 7, 2023/02/16) */ Incorrect location this complaint is for Nissan Irving. I have emailed ownership and that location's GM. Someone should be reaching out shortly. Consumer Response /* (2000, 10, 2023/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) The case has been resolved
Initial Complaint
10/15/2022
Complaint Type:
Billing Issues
Status:
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.
Dealership charges for services not needed, do not clearly identify the cost of maintenance work prior to completing the work. Inability to answer questions about service work planned. Taking advantage of customers.
Business response
01/25/2023
Business Response /* (1000, 7, 2022/11/02) */ Mr. ******* **** pulled up on our service drive and stated he had an appointment for a 10,000-mile service. Our service advisor ******* presented a 10,000 mile and a 15,000-mile service since the milage on his vehicle was at 14,701. Mr. ***** the client that brought the vehicle in authorized the 15,000-mile service and signed our I pad authorizing the repairs. Mr. ***** ****** his husband, called in and spoke to our service drive manager **** ******** and asked him why we did unauthorized repairs that were not necessary. **** informed him that the gentleman that dropped of the vehicle authorized the repairs and explained to Mr. ****** that the maintenance that was performed were recommendations that are suggested by the manufacture. Obviously, he disagreed. We have printed the documents that state he authorized the repairs and the documentation from the owner's manual that state that they are recommended by the manufacture. I spoke to ******* **** the owner of the vehicle and he stated that he disagreed with the repairs that were done and that he did not authorize them, in addition he stated he will never return to our dealerships. I informed him I would investigate his concern and address the BBB concern. Consumer Response /* (3000, 9, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are no initials next to the pricing confirming this was shown to us. It is very easy for your sales person to scroll to the signature line without us actually seeing the overall cost estimate. This was sneaky. Business Response /* (4000, 11, 2022/11/07) */ On the documents provided you can clearly see that the client yes, (did not initial) he signed authorizing the services to be performed at time of write up which is prior to performing any work on his vehicle. I am not sure why this is even a topic since documentation was provided. He actually authorized more than he was charged for. We see nothing sneaky about this transaction and feel that no refunds/billing adjustments are due to the client.
Initial Complaint
08/25/2022
Complaint Type:
Product Issues
Status:
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.
I ordered a Nissan Versa 2022 on April 13 and received the car June 16th. I waited for the plate other 2 months.(Aug 5, 2022) The worst thing was about the KEY. They gave us only 1 key and was told that the second key was in different department that had closed. We called and answer for the key several time and they told us that KEY will be ready at the plate time. Finally they gave us an appointment for receive the second key. I came on the 20th at an earlier time and it was still not available. A third appointment was made on the 23rd and the same issue occurred again without warning. There has been very little regard for my time as a customer and want others to be aware should they plan to have business here. Salesman: Keke Service Manager : Karla Macias
Business response
11/07/2022
Business Response /* (1000, 7, 2022/09/14) */ Mr. ******** first we would like to apologize for the inconvenience of this key situation. We have contacted Nissan and have been advised from our dealer operations manager that this key is under the front or back seat of the car from the factory. They placed them their because of theft from transport. We have found that this is an unusual situation and would request that you allow us to see the vehicle at our dealership to uncover where it could have been placed. We have also place an order through our parts department but due to the supply chain Global situation it is on back order. We have been contacting you and have no response. Please reach out as soon as time permits and contact Ms. Karla M***** at 469-878-8126. We are anxiously trying to resolve this look forward to hearing from you.
Initial Complaint
08/23/2022
Complaint Type:
Service or Repair Issues
Status:
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.
At least once every four to six months, this car dealership calls me trying to get me to trade my car and buy another one. I have told them numerous times to stop calling me. They continue even though the sales managers have said they took my information out of their system. I have filed complaints with the BBB in the past over this, but **** Coey Nissan of Irving continues to harass me and my wife. I understand I may get mail from them, but the calls need to stop. I used to be a salesman. When someone says to stop calling, but you continue, it's harassment. I need a cease and desist order against them before I file a lawsuit. They just had a salesman call me at 9:55am Tuesday August 23, 2022.
Business response
10/19/2022
Business Response /* (1000, 5, 2022/08/29) */ I only have one record in my CRM for Mr. **** and there are no phone numbers in his record. They were deleted on 2/09/2021. I do apologize for any inconvenience. If he happens to receive any phone calls in the future, I welcome a phone call so we can figure out where they came from. As of 8:29/2022, there are no phone numbers or addresses in my Nissan of Irving CRM for Mr. ****. Steve Lee Marketing Director **** ****** Auto Group

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