ComplaintsforClay Cooley Nissan of Irving

• Initial Complaint

  08/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 06/03/2022 I went in the that store for presale about a Nissan Kicks 2022 that I saw online. My salesperson was Keke. Before going there it was clear that presale was just to do a deposit, for them to be sure that I am really interested, and that is what I did. * Before going there I told that lady I was already pre approved for auto loan with a bank so I did not want them to run my credit score. She agreed but they put at least 3 hard inquiries on my credit report. When I complained about that she told me she was sorry and that all of the inquiries will go away after 30 days. But today 2 months later those hard inquiries are still on my credit report. * Even with everything that I went through with that lady and their finance guy name Kevin, I picked up the car on 06/17/2022. I went home with that and when I checked my contract, I saw they added almost $6000 of "service contract fees" even after telling them I did not want their extended warranty. I called the lady to ask about that she yelled at me and hung up on me. That just ****** me off again and I decided to return the car, what I did on 06/20. I want to mention that their company allows 3 days satisfaction guaranteed or full refund so when I returned the car that morning, their store manager assured me they were going to fixed everything with the bank the same day. So I don't understand how until today I still have an auto loan account opened under my name for a car that was returned 3 days after I picked it up. * If I hadn't checked my credit score today, I wouldn't have been aware of all this. My credit score dropped for at least 40 points due to all their hard inquiries and the auto loan account under my name. I want them to cleared all this on my credit report. I have the text messages between me and the lady I was dealing during this whole process as proof of what I am saying.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/06) */ After speaking at length to Ms. Teuteu and providing a formal apology, we reached a resolution as follows. Ms. Teuteu biggest concern was that the loan was paid off and that the loan for the cancelled vehicle purchase is removed from her credit report. She understands the inquiries will stay on for 2 years. Also, she was advised that we will personally keep her informed of the status of the removal. If at any time she has a concern or question we have provided her with the contact person telephone number for her convenience. Consumer Response /* (2000, 7, 2022/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with sales manager and he told me in about 30 days the loan will be cleared on my credit. I will wait for now and if nothing changed by the end of this month I will let him know and get back to you. As for the inquiry he told me the lady was new at the time she was working with me. My only point here will be to tell here to listen to customer first before proceeding with whatever she has in her mind. Those inquiries will stay in my credit for 2 years, for something I did not ask for.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 18th myself and my husband drove to clay Cooley nissan in Irving from Mena, Ar because they sales associate Roderick said they had the vehicle we were looking for on the lot. When we got there he informed us he wasn't aware someone had taken the vehicle home to test it out. I specifically stated I needed a vehicle with no center console for work purposes. I informed him the model I looked at in Arkansas was an SV and had no middle console. He stated that they change the style of the cars each year and the model without the center console would be the S model and that we could purchase the one they had coming. I informed him the vehicle could not have the middle console and he assured me it wouldn't. The finance lady Janet informed me I had 3 days from signing to cancel the contract and 7 days/or 750 miles whichever came first to exchange the vehicle for something else. I verified with Janet that the 7 days would start after the car was delivered to me and she said yes. She said she would email me a copy of everything I signed. May 20th I called Janet to let her know I never got the email and she said she would call me back. On June 8th the car was driven to my home. I was out of town when the car was delivered. My husband informed me the car had 367 miles put on it, our house is not 367 miles from the dealership it's more 250 miles give or take. Once I came home and saw the car had a middle console I called Roderick several times to no avail. . I called to speak with Janet and she was never there. No one seemed to have voicemail set up on their phones. I reached out to Roderick through email explaining the situation, I texted both numbers he called me on with no reply. I called the dealership and was connected to the finance manager Tundae whom I left a message and he never returned my call. Roderick contacted me 2 weeks later and tells me that Janet was no longer with the company and that its 3 days/or 250 miles.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/07) */ Ms. ****, on behalf of the dealership and myself we would like to apologize for the miscommunication in addressing your concerns more promptly. Since our most resent conversation I believe we have reach a mutual resolution of returning your down payment and making your first car payment. We also look forward to a continued healthy relationship now and in the future. Consumer Response /* (2000, 7, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought my car July of 2021 and put $10k down. The finance department convinced me to buy warranties. 2 weeks later, I canceled this and was advised it would take 6-8 weeks to process. They never sent the paperwork in and eventually took 5 months to get this resolved. All my paperwork indicated I was financing through the dealership, yet somehow my loan ended up with Capital One. I had to resolve this issue because my refund was not getting sent to the correct bank. The finance department stopped responding to my emails and calls and I had to fix this issue on my own. That's two issues there. Now, I refinanced my car and they are requesting the title. Turns out, the dealership never released the title to begin with. A manager I spoke to at the dealership advised of this and that the accounting department dropped the ball. It is now May of 2022, and three mistakes later that I have had to take time out of my day to get resolved. The last issue is not resolved. I need to be compensated for my time and fixing issues that I shouldn't have needed to fix to begin with. The dealership is deceitful and unhelpful.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/05/19) */ We reached out to the customer and have agreed to an appeasement for the inconvenience. Customer is satisfied after conversation.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They purposely added on rejected coverages & WILL NOT lift a finger to fix it!! I came back to the dealership alone as a 21yr old blk female, because I had built a great relationship buying my previous cars & trusted the original Nissan dealership before Clay Cooley took over. I was given one amount w/ the sales person & a huge difference in amount w/finance. I was told it was due to needing to have extra protection. I repeatedly declined as I worked for AAA & already had FREE roadside assistance AND the same plan at an employee discount. Because I pushed back another rep pretended to "just so happen to walk in the office" and then jumped in to convince me to get the extended warranty. I was there for HOURS & was ****** at the blatant disregard for my needs & aggressive selling, so I got up to walk out. In order to save the sale I was told the coverage was removed but it may cost more later to add. Once I agreed to it, they started rushing me through paperwork & said "banks were closing" as it was now closing time & said they would send copies once they had it all set up. When I finally got paperwork & saw the itemized list, they did NOT remove the extended warranty! I was told to come in to cancel and I sat there waited & waited, while NOBODY came to assist me. I had no choice but to leave for work. Soon after I was hospitalized for months & had my mom attempt to handle it for me. She was told they would cancel it but the only way was for me to come in & sign. SUCH BS. At this point, I was 8 hours away dealing with my health(couldn't drive, let alone EAT on my own but NEVER missed a payment!!) I thought this was incredibly inconsiderate of them to put me though that hassle. I kept calling to find another solution (Nissan Finance customer recorded calls can verify) and kept being told to physically come in. This month ALONE, I've called the dealership over 20 times & no callback. I find it EXTREMLY hard to believe that in 2022 it cant be resolved via EMAIL/MAIL!!

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/04/11) */ Contact Name and Title: Hector G. L*****, Gen Mgr Contact Phone: 972-741-5214 Contact Email: hl*****@comeseeclay.com Ms. Williams, we are disappointed to hear about your experience when you purchased your Altima back in March of 2017. In our most resent conversation, we have agreed to take responsibility in this matter and found a mutual resolution to reimburse to you, (the lien holder), a refund of $500 dollars for your warranty contract. In the future should you have any concerns please reach out to me directly. My number is enclosed in this email. We believe that no customer should feel obligated to buy any type of coverage and since then we have fine tuned our process to avoid this from happening again. We wish you well and look forward to your continued business with us here at Nissan of Irving.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2019 Nissan Titan in because the radio had a known recall/issue that needed to be fixed and we had a tire with a nail in it. We took the truck in January 26th and fast forward 6 weeks later we are told the truck is ready for pick up. We pick the truck up and drive down the road & I noticed the tire needed air in it. I stopped to put air in the tire and noticed the nail was STILL in the tire. They had NEVER changed out that tire even after 6 WEEKS and we signed a contract saying that work had been done. It's been this way since the beginning with this dealership. They over-promise and under-deliver which is bad customer service & bad business in general. They also tried to trade us out of the truck when we took it in for service. They promised that they could lower our payment and instead ended up putting us in a truck that RAISED the monthly payment from $850/mo to $1250/mo with no gap insurance on the loan. The loan value was extremely above the value of the truck. Clay Cooley offers a 3 day money back gaurantee - when we returned to give back the vehicle and get our original truck back they told us that the deal was null and void. But come to find out they had actually already sold our truck to someone else. All of this in a 6 week span! Now we are back in another rental and they have our truck once again to replace the tire that they never did fix.

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/07) */ Mr.*******, my name is Hector L***** General Manager, we apologize for the inconvenience and experience. Unfortunately, your tire was on a national back order due to the supply chain problem. On our behalf we could of communicated better. I do believe I spoke to you on Saturday and we discussed the concern you had. We also returned your vehicle back to you on Saturday 3.5.22. and you seemed pleased with our conversation and resolution.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We saw a Rogue in November on Clay Cooley's web site saying "In-transit". We called asking what we needed to do to buy it now. We were advised by floor manager Larry White we would have to come in, put down a deposit, sign retail purchase agreement, and apply/qualify for financing. We arrived at the dealership, financing was approved and sales contract signed. They also took our cash deposit and assured us we would be contacted when the unit arrived on site. Three weeks later we get a call from a "Vic" of F&I saying "our car is ready the one we bought on December 8th" . No Vic, we bought it on November 23rd. We were already suspicious with the truthfulness of this call as we had seen and documented same unit in early December on their web site with a stock number with an increased price...for sale. ..then a little later...it was gone. We asked "Vic" again and he finally conceded the car we bought was really "no longer available, but they have the "same car". "Vic" seemed very adamant about bringing the car to us without us knowing exactly what was on this (substitute) car. He was upset we wanted to know what they were actually delivering before we accept it. No response from CCN other than a "dismissal" of a legally binding sales contract and the return of our deosit. We have filed complaints with the Texas DVM and Nissan Consumer Affairs among others as well as arranging pending arbitration... which allows for filing with the BBB. We have also been advised by NMAC our first payment is due in ~two weeks on a car Cooley apparently sold to someone else for a higher price? Nothing in CCN's Retail Sales allows for cancellation of the contract under this scenario. There was never a date cited for delivery nor is their any waiver for them to sell the car to someone else we bought. Seller's remorse? Incompetence? Seems CCN realized they sold it for too little dollars and set about to remedy that error in a manner of their choosing.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/12/29) */ MRS **** YOUR CONCERN IS DEFFINATLY UNDERSTOOD. WE REACHED OUT TO YOU WHEN THE VEHICLE YOU CONTRACTED ON ARRIVED. WE CALLED NUMEROUS TIMES FOR TWO WEEKS STRAIGT WITH NO ANSWER. UNFORTUNALTY WE DID SELL THE VEHCILE TO SOMEONE ELSE BUT ONLY WITH THE INTENTION OF SELLING YOU AN IDENTICAL VEHICLE IN FEATURES AND PRICE THAT WAS IN TRANSIT. WHEN WE CALLED YOU TO TELL YOU THIS YOU WERE UPSET BECAUSE THE OTHER CAR WE WERE GOING TO SELL YOU WAS MORE IN PRICE BUT WE AGREED TO TO GIVE YOU THE SAME PRICE. ONCE THAT OPTION WAS NOT WHAT YOU WANTED WE PROCEEDED IN GIVING YOU YOUR MONEY BACK WITH NO ISSUES. IN CLOSING WE WOULD STILL LOVE TO EARN YOUR BUSINESS AND WILLING TO GIVE YOU THE SAME DEAL AS LONG AS INVENTORY PERMITS IT. Consumer Response /* (3000, 12, 2022/01/12) */ BBB CASE#: XXXXXXXX Nothing in Clay Cooley Nissan's response to the BBB was true. Their response was as credible as the grammer in their response. One only has to read it to realize this dealership is not living up to the BBB's current rating. I could not get back to the BBB within one week and was also out of town in Colorado for most of that one week time frame. My first responsibility was to file formal complaints with the Texas DMV, Nissan Corporate, the Texas Office of Consumer Credit Commissioner, and to the office of the Texas AG. This investigation is just getting started as several agencies have assigned investigators and are now requiring documents from this dealership. The short reply I can send now to the BBB...is ready. I had hoped to be able to include some of these invstigations into the BBB response but it seems the investigations are taking some time. I just want to post my short response as there is nothing else the BBB can do. You will be doing the public a disservice if you close this so early. We filed a complaint with the BBB as it was the only way to compel them to submit a response. BBB has no enforcement authority which is why we needed their written response to you in order to submit their response to those agencies that do have oversight on this dealership. However for anyone looking to learn more about this dealership..it would be advantageous to hear the truth of their contract breach and attempts to cover it up. Do I need to submit another complaint to be able to post a response ? Thank you

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern: On sept 23, 2021 I visited Clay Cooley Nissan of Irving located at 1000 E Airport Fwy. Irving, Tx. 75062 to try and exchange my vehicle for another one, and possibly lower my monthly payment. They said I needed a cosigner. My friend cosigned. Then they informed me that if I exchanged my vehicle for another one my monthly payment would be higher. They said that if I refinance my car my monthly payment would be lower. So I refinanced my car. A couple of weeks later I received a letter from the finance co. saying that they could not refinance the vehicle, clay cooley sugested, they could refinance it the other way around (my friend as the owner and me as the cosigner). How in the world can I cosign on my own car when i'm the owner? When signing the contract my friend and I brought it to their attention that they had us signing in the incorrect places. They said it was all the same. I have it on video recording, when I confronted them about the problem that they knew I was not aware of the situation. They said I can get my vehicle back in my name within 3 months by refinancing the vehicle again. If I refinanced it again they will be charging me refinance charges all over again. And it's a strong possibility that the bank will say I will need a cosigner because my income does not meet the bank's requirements. I am almost 70 years old and on a fixed income. I am attaching a copy of my original contract before I refinanced my vehicle. And I am attaching a copy of the contract after I refinanced my vehicle. My resolution for the BBB is to get my vehicle back into my name, I am the one who is paying for my vehicle and it should be in my name, especially since I was not aware of them changing the owner of my vehicle to my friend and making me the cosigner. If they would have giving me the opportunity to choose I would not have agreed to those terms.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/10/28) */ Contact Name and Title: LARRY WHITE Contact Phone: (XXX) XXX-XXXX Contact Email: ******@comeseeclay.com I spoke to Ms. *** and explained the details of her transaction. She is satisfied with her deal now and understands that we took care of her and actually lowered her interest rate and payment. She has my contact info if she has any other questions or issues. Consumer Response /* (2000, 7, 2021/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩