Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in for an oil change at the **** ********************** dealership in April of 2022. While my car was in for an oil change, there was an incident that resulted in my door being damaged. The dealership took responsibility and sent my car to another location for repairs, which took about three and a half months. Before I picked up my vehicle and returned the loaner, I specifically asked what assurance I had if I experienced issues with the door after moving out of ***** since I knew that I would be relocating at the end of the year. The service manager, ***** ******* assured me that if I had any problems, **** ********************** would coordinate with a dealership in ************** to make things right, and that my service receipt would serve as proof of the repair. Now, Im facing multiple issues with the door, including wind blowing through it while driving and creaking during colder weather. I reached out to the dealership, to seek resolve, but the new general manager says he cannot assist me because he has no way of verifying my claims or the commitment that was made. I provided him with a copy of my service receipt, as well as emails, and email communication with the dealerships insurance company as they too got involved and paid for a rental car during one of the door repairs. But he continues to state that since both *****, and the previous GM, ***** ******, are no longer there, he claims he has no way of validating my concerns. And he will not help me. I have also escalated my concerns to **** ********************** corporate. I have been reaching out since September 2024, and they keep telling me they are looking into, and yet there still has been no resolution

  Business Response

  Date: 05/23/2025

  Thank you for sending this to us, Looks like this may have happened before Clay ********************** bought this dealership, or during the buyout process. From the looks of the email that our manager at the time sent to this customer. (provided by customer) the customer was given the information to *** ********* (previous owner). I do not see what the customer is wanting or needing to resolve the issue. Has she reached out to them? Is she wanting us or them to help resolve?  

  Customer Answer

  Date: 05/23/2025

  When my car was being serviced for the oil change it was *** *********. However in the three months that it took for them to fix my car the dealership became **** *********************** *********** receipt says **** *********************** and every additional attempt to fix my door was done by **** *********************** The employees mentioned in the complaint were **** ********************** employees. 

   

  I was told that **** ********************** would continue to offer repairs for my door even if I moved to **. I want **** ********************** to honor their commitment and help me fix the door that I have continued to have issues with. ***** ******* said they would. I also have recent communication with him where he said that he has tried to reach out to **** ********************** and spoke to the new service manager to inform them of what he communicated to me. I can provide screenshots of him confirming. At the end of the day when my car was returned to me it was returned to me by **** ********************** Hyundai, and all of my receipts say so. ***** reached out to the Insurance of *** ********* because they were looking into reimbursing me for lost value, but that also never happened. This is **** **********************'s responsibility. 

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I purchased a 2023 Hyundai ************************ Cooley Hyundai of Mesquite on 4/18/25. During the initial viewing of the vehicle, I inquired multiple times if there were two keys for this vehicle and was told there were two keys for the car. I made the purchase, and upon leaving with the vehicle, was told that the second key had been misplaced and the sales manager said they would need until Monday 4/21/25 to get it taken care of. I waited until that day and was never contacted, so I reached out to the dealership and was told they still could not locate the key. and would need more time. I gave them a few more days and was never contacted, so I contacted the salesperson who said they still could not locate the key and would need to order a replacement key and it would be ready the following week. I voiced my concern about needing that promised key and my disappointment at the lack of customer service. I was never contacted the following week, so decided to contact the salesperson again who mentioned the key had never arrived. Today is currently 5/11/25 and I have yet to receive the second key as promised. In addition to being told there was a second key with the vehicle, the ********** certified vehicle warranty the car received with purchase states that the vehicle would be sold with two keys. I was never told until after completing the sales contract that the key was not available. The lack of contact by the dealership is concerning. I would hope they would follow up with me when they do not deliver on what they promised instead of me needed to reach out to them. I would like to get this issue resolved immediately.

  Business Response

  Date: 05/20/2025

  Good afternoon.  Clay Cooley Hyundai Mesquite (Clay *********************** is in receipt of Mr. ******* complaint.  Clay ********************** would like to apologize to Mr. ******* for the inconvenience this situation may have caused him.  Clay ********************** has reached out to contact Mr. ******* in order to correct this issue.  We have the key available at the dealership, we just need for Mr. ******* to bring his car to the dealership to have the key programmed to his purchased vehicle.  We will continue to call/email/text Mr. ******* in an effort to take care of this issue.

  Customer Answer

  Date: 05/23/2025

  Hello,

  I have been in contact with the business and they are working to resolve the issue. However, I have made one trip to the dealership already to get a key and it does not operate as it should. I now need to get that issue corrected with them. I prefer to wait until the issue has been resolved 100% to remove my complaint. At this point, it remains incomplete.

  Thank You

  ***** *******

  Customer Answer

  Date: 05/27/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 28, 2024, I entered into a purchase agreement with **** Cooley Hyundai of Mesquite under Deal #****** for a 2025 Hyundai Palisade. I made a $3,000 down payment via credit card, which included a 3% processing fee.The financing was initially confirmed with the bank, but two days later, I was informed that the deal had not been finalized. I was advised to explore other financing options, which I attempted but could not secure. As a result, the vehicle was returned to the dealership on January 6, 2025, and the keys were delivered after multiple attempts to get guidance on the return process. I was told at that time that the return was complete.Since then, I have made numerous attempts to contact the dealership's finance department, but no one has responded or provided any information. To date, I have not received a refund for my down payment, and it has now been over 120 days since the return of the vehicle.I am formally requesting an immediate update and full refund of my down payment. Please treat this matter with urgency.

  Customer Answer

  Date: 04/16/2025

  The refund amount need to change to $2060

  Sorry that was a typo on my end.

  Business Response

  Date: 06/10/2025

  **** COOLEY HYUNDAI CONTACTED ********* SHORTLY AFTER THIS REPORT WAS POSTED.  WE APOLOGIZED TO MR ****** FOR THIS MISUNDERSTANDING.  MR. ****** WAS TOLD THAT WE WOULD BE REFUNDING HIS DOWNPAYMENT BACK TO HIM IMMEDIATELY.  MR. ****** LATER, PROVIDED US HIS CREDIT CARD INFO, IN ORDER TO REFUND HIS DOWNPAYMENT OF $2,000.00, PLUS $60.00 IN FEES.  THESE FUNDS WERE REFUNDED TO MR ****** ON MAY 3, 2025. ALL OF MR ******** DOWNPAYMENT WAS REFUNDED BACK TO HIS CREDIT CARD. .  

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested cancellation of my Hyundai Protection Plan with Hyundai issued by **** Cooley Hyundai on August 31st, 2024 , I was issued one of the three refunds. I have not received the remaining amounts of $1300 and $820. I have contacted the dealership, Hyundai Finance and the protection plan vendor called Ally multiple times. Upon each attempt, I have been placed on hold for extended periods of time, and transferred back and forth for the last several months by each party without a resolution. *Please see the attached cancellation documents*

  Business Response

  Date: 05/01/2025

  Mr.  ******* Valente ****, came into the dealership to meet with Finance in March/2025 and spoke with ******, Finance Director.  He informed me that he had cancelled his products in December and had not received his refunds.  I reviewed Mr. ****** documents and informed him that nothing had been submitted for cancellation.  I then cancelled his Products with Hyundai Motor Finance and provided him detail of the cancellations.  I also informed him that it would take about 4-6 weeks to receive this refund.  He stopped by the dealership in April/2025 to check on the status. I advised him that we were still waiting on the funds from the product provider, at which time we would send to Hyundai Motor Finance to be applied against his outstanding  account balance.  Mr. **** again stopped by the dealership on April 25, 2025 and I provided him documentation (copy of the check) that a check had been sent to Hyundai Motor Finance for his cancellations in the amount of $2,120.00.  He thanked me getting this done and was very happy that the funds had been sent to Hyundai Motor Finance.  He stated that after the funds post to his account he will be back to see me to trade in this vehcile for another one.  ALL ISSUES HAVE BEEN SATISFIED WITH MR. ***********

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  was contacted on April 5, 2025 by *****, a salesperson at **** Cooley Hyundai of Mesquite, who told me I had been pre-approved for a vehicle. I visited the dealership and signed paperwork with the understanding that I was finalizing the purchase. I was told to return with a down payment on April 7 to complete the deal.When I came back, I was told I was no longer approved, with no explanation and no access to the documents I had already signed. Staff were dismissive and evasive, and when I asked for a corporate number, I was lied to and told it didnt exist.Desired Resolution:A written explanation of why the financing fell through Copies of all documentation I signed A formal apology for the deception and inconvenience BBB review of this business's sales practices and customer treatment

  Business Response

  Date: 06/10/2025

  Ms. *****,

  I have attached our response to you, apologizing for the inconvenience you incurred, and explaining how this situation unfolded. We do apologize for your inconvenience and we would love the opportunity to try to put you into one of our many vehicles. Please contact me directly to discuss how we can get this accomplished.  We do pride ourselves on our customer service.

  Sincerely,

  ****** *****

  Finance Director

   

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Clay ********************** regarding a serious issue with a vehicle I purchased from them. Date of Purchase: January 13, 2025 Down Payment: $4,200 Issue: On March 6, 2025, my car began overheating despite being purchased less than two months ago. Dealership Response: I contacted them immediately, and they advised me to drop off the car for inspection, which I did. Unfair Charges & Negligence: The dealership is now trying to charge me $255, claiming the radiator needs to be replaced. However, when my husband checked the vehicle, he discovered that all the fluids were dry, indicating that the dealership did not properly service the car before selling it. Warranty Concerns: I have not even made my first car payment, yet they are telling me that my warranty has expired, leaving me to cover repair costs for an issue that likely existed at the time of purchase.This is deeply concerning and feels like deceptive business practices. I trusted this dealership to sell me a properly serviced vehicle, and now I am facing unexpected repair costs within weeks of purchase. I am seeking resolution in the form of:1. The dealership taking responsibility for the repairs at no cost to me, given that the issue was due to their negligence.2. A review of their sales and servicing practices to prevent this from happening to other customers.I hope the ******************** can assist in resolving this matter fairly. Thank you for your time and consideration.Sincerely,******* ********

  Business Response

  Date: 03/11/2025

  We have completed Ms. ********** repairs and believe that she is completely satisfied. We apologize for the inconvenience. 

  Customer Answer

  Date: 03/11/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Clay Cooley Hyundai Mesquite for withholding service records, ignoring my requests, and misrepresenting repairs. I took my 2016 Hyundai ******* to this dealership multiple times for maintenance and a recall service. After the recall service, my check engine light came on immediately. When I asked them to check what caused it, they refused unless I paid a diagnostics fee. Additionally, despite scheduling appointments, they kept my car for a full workday multiple times, only to tell me they didnt have time to service it and that I needed to bring it back on another day. This cycle repeated several times, causing major inconvenience without resolution.Since then, I have repeatedly requested a detailed list of services performed, but they refuse to provide it. I have called, emailed, and even visited in person, yet they continue ignoring my requests and refusing to speak with ***** a previous visit, I received a diagnostic report printout, but I later noticed that the included photos were old and did not match my cars actual condition at the time. This raised serious concerns that the dealership is claiming to fix things they never actually worked on or misrepresenting vehicle issues to charge customers for unnecessary repairs. I tried speaking with the manager regarding this and only was told he would call me back. I am requesting a full service record with timestamps of all maintenance and recall work performed, proof that the services were actually completed (including updated diagnostic images and technician notes), and a response from the dealership explaining why they refuse to provide my service records despite multiple requests. This behavior is unethical and possibly fraudulent. If I do not receive a resolution, I will escalate this matter to Hyundai Corporate, the ******************************* and the ************************ (***).

  Business Response

  Date: 03/10/2025

  We have spoken to the customer and she is scheduled to return to our dealership on Monday the 17th of March for repair. We have explained that we will diagnose the issue with the check engine light at no cost. The customer also stated that they have another recall notice, which we will perform on the same visit. We explained to the customer that if the check engine light is on as a result of the previous repair we will not charge her for the repair, otherwise we will prepare an estimate for repair for her.

  Thank you,

  **** *****

  Clay Cooley Hyundai/ ******* of Mesquite

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business hasn't resolved my issue.

  Business Response

  Date: 02/18/2025

  Customer does not explain what her issues are...please provide detailed information so we can assist.

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   I attached a letter explaining the issue. Brand new car with several repairs

  Business Response

  Date: 02/18/2025

  We cannot open your attachment letter.  If you would like to send to my email address at ********************* we can address your issues.

  Customer Answer

  Date: 02/18/2025

  I must emphasize my dissatisfaction with the response I've received regarding my ongoing car issues. In November 2024, I brought my vehicle to a Hyundai dealership due to persistent problems with the screens and cameras. After a month of repairs, I was led to believe the issue was resolved. However, here we are in February 2025, and I am facing the exact same problemsthe screen repeatedly goes black. This is deeply frustrating and indicates that the resolution provided was either insufficient or temporary.I have done everything asked of me to rectify this situation, but it seems my concerns are not being taken seriously. I find it unacceptable that I have faced the same issue multiple times after investing over $40,000 in a brand-new car. I deserve better service and respect as a customer.This raises an urgent question: who is truly responsible for the reliability of my vehicle? Am I driving what can only be described as a "lemon"? I urge you to consider the impact of this situation on my trust in the Hyundai brand and to take immediate action to resolve this matter effectively. Thank you for your attention to this pressing issue.
  

  Business Response

  Date: 04/04/2025

  Ms. ******** is coming to the dealership on April 7 to meet with the General Manager ******* ***** and we will be able to resolve her complaint at that time.

• Initial Complaint

  Date:01/06/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 23, 2024 , I bought a car from **** Cooley Hyundai, Mesquite, Tx. I explained to the salesman "****" that my car had been taken from me due to a bankruptcy. We went over the bankruptcy, income, and concluded that I was approved for a vehicle. My daughter co-signed with me. I was approved for a 2025 Hyundai SEL Elantra. 2 weeks later, **** Cooley Hyundai is asking for me to return the car due to a financial matter discovered after a few days of me owning the vehicle. **** said the contract was rejected. the mistake was on their end not mine. How was it approved and then unapproved? Is this a scheme? I need to keep my vehicle as it is my only transportation, and I paid ***************************************************** retrieving my $1200 back.

  Business Response

  Date: 01/15/2025

  We are in communication with this customer to get a resolution. Thank you and we apologize for the inconvenience. 

  Customer Answer

  Date: 01/15/2025

  I have reviewed the business response and accept this resolution. 
  please check back with me in a day or two for the final confirmation that the dispute has been settled 

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle from the dealership on July 6th, 2024, after leasing the car since July 2021. We bought the car with a check and payed our tax title and registration on my own card at the time of purchase, with the understanding that the sticker would be delivered within a month/3-4 weeks of purchase. It is currently September, and as of the last week of August, the paperwork has not been filed for my vehicle registration from the dealership. I have contacted the dealership, and they had not touched my paperwork since the time of purchase till the time I called, August 26th. I was told they would file the paperwork that day and to expect and an update and sticker within the week I called. I just checked the *** website with my VIN# and plate and it has still not been filed, and I have not recieved a call or email from the dealership regarding an update either.

  Business Response

  Date: 09/06/2024

  We apologize for the delay on this, we have confirmed that it has been processed by the State, we are currently waiting for the plates to release right now. Our GM will reach out to the customer.

  Thank you,

  Chase

  Customer Answer

  Date: 09/06/2024

  I have reviewed the business response and accept this resolution.