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:05/04/2025

  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.

  vehicle not provided as arranged. sold to someone else.

  Customer Answer

  Date: 05/13/2025

  I have subsequently purchased a vehicle from another Hyundai Dealership, which I suppose makes this claim a moot issue.  Because of that, I withdraw my complaint if that is the proper way to handle this.  Please advise.

   

  *** *****

  Business Response

  Date: 05/13/2025

  customer did not secure the car with down payment then once he got here in wanted to curse and complain out loud in the dealership he was asked to leave and he did so.

  Customer Answer

  Date: 05/13/2025

  I am rejecting this response because:   Responder did not provide all of the details of this encounter.  I called the day before I was to arrive to insure the car was not sold, and the salesman would have it ready for me when I arrived in Rockwall.  (a 210 mile drive from *******). The salesman never mentioned the down payment requirement which I would have gladly made to hold the car.  Yes, understandly so, I was upset and said a few choice words, but the Sales Manager is the one who took it to the next level and yelled at me saying I had three chances to buy the car which is not true.  Unfortunately, the Sales Manager and his team sit in an open area where any escalated discussion is going to be heard.

• Initial Complaint

  Date:04/30/2025

  Type:Product 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.

  We bought a Hyundai Santa Fe 2022 (VIN 5NM54ALXPH499958) from Rockwall on 10/06/2022. Along with other packages, we had a maintenance wrap package for 6 years and ***** miles. However, when we took the car for maintenance to the service station, we were told that this warranty does not exist. We got in touch with *** ******** the Finance Manager right away and have been in touch with him since November 2024 (We have email threads of requested information, submission of the same, confirmation that the cancelation process has been initiated and the check will be issued in 4-6 weeks). We have been in touch with him regularly and he has told us that as of 2/3/2025, the cancelation team has sent out the refund check (email from ***). However, we have not received the check as of today, April 30, 2025. When we contacted him again, he has told us that he is not getting any response from the cancelation department and gave us ************ (with dealer number ******) to contact the cancelations. However, *** we contacted that number we spoke with ******* who said, she does not deal with cancelations and asked us to contact **** ***** at extension 4389. We have not been able to contact anyone or resolve this issue in anyway. All evidence of communication is available. Please call me at ************** with a resolution. Thank you.

  Customer Answer

  Date: 05/08/2025

  Thank you BBB for your assistance in resolving this issue. I received a call from the ** of **** Cooley Rockwall aplogizing for the damages suffered. He quickly resolved the issue and mailed me a check for the full amount in dispute. I will be submitting the check for deposit today itself. 

  Business Response

  Date: 05/30/2025

  Customer was refunded the money 
  

• Initial Complaint

  Date:03/06/2025

  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 recently purchased a vehicle from **** Cooley Rockwall on January 25, 2025 and I traded in my 2022 Jeep Wrangler Unlimited, SO I THOUGHT as part of the transaction. We never got the impression they were not taking the Jeep for a trade, I mean that is why we went to them in the first place. However, upon reviewing my paperwork, I was shocked to find that my trade-in was not included in the final contract, despite the fact that the dealership took possession of my trade, had us clean out the car and give them the keys. The trade (my Jeep) has been still sitting on their lot since I got my new vehicle, since January the 25 2025. Why would they take a vehicle and not ask us to come pick it up for two months. What were the plans for the vehicle, to just sit on the lot? Now they are saying I cannot return my purchased vehicle because I have already made my first payment. So now I have two car payments and my Jeep is behind payments My Jeep is still at the dealership. I am so beyond frustrated and disappointed that someone would even treat people this way is unbelievable. You knew all we wanted to do was trade in my jeep, If they wouldnt have taken my keys to the jeep or let us leave without the jeep, then yea, I would have been like whats going on here. But the fact they took my jeep and didnt say anything made me think, ok the deal is done. I dont know what to do now.

  Business Response

  Date: 03/10/2025

  There was never a trade in on this vehicle and the customer has picked up the vehicle. Thank you, ******* ********, General Manager

• Initial Complaint

  Date:08/16/2024

  Type:Billing 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.

  My wife and I took our 2013 Hyundai Sonata into the servies section of business for replacing the front bumper and other servies on or around July 26, 2024. It is assumed the other services have been completed, although we do not have the car back yet to prove it. The bumper has been sent to be repainted, repaired, or both four times. We have been on the phone with the business everyday for the last seven days, including the manager, where everyday we are told the car will be ready the next day. We no longer trust anything this company says. We request our vehicle be released immediately, including putting the orignal bumper back on the car and cancelling the request to have the bumper replaced. We will seek another company to replace the bumper. We will pay for the other services that have already been completed that do not involve the bumper.

  Business Response

  Date: 09/05/2024

  Per Service Director:

  Customer *** and ***************** were happy when body shop finally got the paint right and we finished it the same day it was brought back to ** .
  We provided a loaner car while we were waiting for paint work.
  

   

  Business Response

  Date: 09/06/2024

  CUSTOMER IS HAPPY NOW

• Initial Complaint

  Date:08/12/2024

  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 bought a vehicle in December-2023. They were supposed to give me car plate within 60 days. Now it is 8 months and they are not issuing me car plate. I am tired of calling and emailing of every single contact in dealership. No one returns the calls. They are not issuing me temporary plate as well. So disappointing approach towards customers care and service.

  Business Response

  Date: 08/27/2024

  *************,
  
  I am so sorry to hear of your frustration.  But I do understand it.  I am very frustrated with it myself.  ********** is very difficult to deal with.  They make is really hard to do any kind of transaction.  Im not quite sure why you are being told you would be receiving them in that time but please be assured I am working diligently to get this title and have your registration done.  I know the state of California has  received the paperwork again for the title and I will checking on it today to see when the process will be completed.  I will contact you when I receive an update.  If you have any other questions or concerns, please feel free to contact me at this email or my number below.  I will more likely respond to email faster due to I am not always at my desk and not able to take calls. 
  Again, I do apologize for the inconvenience.

• Initial Complaint

  Date:02/26/2024

  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 have called, emailed, and messaged and never receive a return response.Canceled EasyCare warranty on 06/05/23 and still have not received my refund. Verified through EasyCare that it was cancelled and their response.Resolution is : SLX283C6AC93 has been cancelled effective 06/05/23. Refunds are processed through the dealership where contract was originally purchased and generally ***********-8 weeks.Customer request refunds would be disbursed by the dealership to the lender unless lender has been paid in full.

  Business Response

  Date: 02/27/2024

  Upon checking with our accounting department, we did not send the check when it should have been issued and do apologize for the inconvenience.  Accounting is writing a check today 02/27/2024 in the amount of $1995 and will send to the Lienholder.

• Initial Complaint

  Date:10/09/2023

  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 purchased a 2021 Kia ******** on 07/20/22from Clay ********************** Rockwall *********** was ***************************** upon the closing of the deal I was instructed that it would be in my best interest to purchase a policy for Motor Trend that would cover my vehicle from bumper to bumper if anything was to happen to anything from windshield damage, interior damage, paint and body and electrical, key replacement and roadside assistance. I was also instructed that the cost of this would be ****** which is indicated on my final sales paper I was instructed that this would be in addition to the other coverage that I would have already included with the sale of the car that would cover engine and electrical issues.It was late in the evening when I was contacted and told that my car was ready for pickup when I arrived, I was handed one regular key with no fob when I confronted the gentleman giving me my car about it, he instructed me to call and speak with *********** the next day did that was instructed that they were working on this matter and would obtain the key still after months of going around and around on the phone and going to dealership in person this matter was not being resolved so I thought ok my extended warranty with motor trend should cover a lost key upon calling Motor Trend I was instructed that they dealership had not completed the correct paperwork for this to be in effect after speaking to managers in Rockwall dealership, salesman and ****** in finance I was instructed that this would be handled after continuing to go back and forth, round and round I was instructed that this had been handled. Upon calling Motor Trend today because I need an issue taken care of on my car, they instruct me that the dealership cancelled this, and it was never handled properly from the get-go the paperwork was never completed like I had been assured that it had been. In addition to all of this it took them 6 months to give me a key lock for my wheels. Need I say more.

  Business Response

  Date: 10/24/2023

  We took care of *************** the matter was resolved.

  Customer Answer

  Date: 10/24/2023

  I am rejecting this response because:  How have they taken care of me? No one has contacted me from the dealership in regard to this matter. So how has it been taken care of and for the record my last named is spelled ******. Can details of how it has been taken care of be given to me.  

  Business Response

  Date: 10/27/2023

  Customer Issue resolved

  Customer Answer

  Date: 10/27/2023

  I am rejecting this response because:   This has not been resolved how has it been resolved? 

  Customer Answer

  Date: 10/27/2023

  Upon receiving the message today stating that this matter has been taken care of I contacted Motor Trend at ************ and spoke with **** and he states that this matter was never handled that for the coverage for key replacment,windshield damage, rim damages, interior damage was cancelled by dealership.   

  Customer Answer

  Date: 12/04/2023

  See attached letter

  Customer Answer

  Date: 12/11/2023

  12/04/23

   

  Better Business Bureau

  Complaint ID : ********

   

  To Whom It May ************

   

  Regarding the matter of reimbursement from Clay ********************** Rockwall as of 12/04/23 I have not received any kind of reimbursement for the ****** charged to me for guaranty/warranty issues.

   

   

  Thank You

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

   

• Initial Complaint

  Date:09/13/2022

  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 live in Abilene, Tx and my wife and I drove to Rockwall to check out a certified pre-owned 2021 Hyundai Sonata N Line. I really liked the car, so we traded. When the paperwork was finished, we got ready to leave, but there was only one key set to start the car. Our salesman said he would get the other set and mail it to us. After a few weeks, I followed up with a phone call to our salesman about the second set. He said he would get right on it. It's been another couple of weeks and no key faub. Replacement key for this type of vehicle will not be cheap, but I don't think we should have to pay for it. Poor job of customer service.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/19) */
  SORRY FOR THE INCONVENIENCE WE ARE GETTING YOU YOUR KEY LIKE WE DISCUSSED
  
  
  Consumer Response /* (3000, 7, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The person with Cooley said he would contact our local Hyundai dealer and get things moving for a second set of keys. I contacted the Abilene dealer, and he has not heard from Cooley. Abilene went ahead and ordered the key and it will be here in a week. Cooley should have to pay for this.

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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.

  Review of Clay Cooley BUYER BEWARE
  
  
  I paid Clay Cooley cash for a car. They put a lien on the car AFTER I PAID CASH for it and now refuse to get the title to me. I am planning to pursue legal action.
  
  
  On February 12th 2022 I paid cash for a car at Clay Cooley and I have the receipt and paperwork that reflects this. I mean I paid real cash - one hundred dollar bills - that I had saved for a very long time to be able to avoid financing. I waited 3 months and NO TITLE. I called the dealership in May and they referred me to my county's tax office. The tax office said the title had not been issued and to call the dealership. I called the dealership again and was told it was taking several months to get a title after the purchase of a car. NO TITLE. I called again in late June and was told someone would check on it and call me back if there was a problem. No one called. NO TITLE. I called the dealership again in early July. The dealership told me that it had been issued June 29. I called the tax office again, and the clerk said there is a lean on my car. The lean was placed on my car by CLAY COOLEY FINANCE AFTER I PURCHASED IT WITH CASH. So the problem is actually that Clay Cooley took my cash and then turned around and put a lien on my car. I have spoken to several finance managers and finally asked for the store manager, Vincent. He called their accounting department and said the lien had been removed and we would have the title in 10 days. STILL NO TITLE. I called accounting again the last week of July and the lady said the title is at the dealership and then hung up on me. I called the dealership SEVERAL times and Vincent will not take my call. Philip took my call at the dealership. He said he found the problem and we will have it within 10 days. STILL NO TITLE.
  
  
  BUYER BEWARE Avoid the time and money I am going to spend on legal action by not shopping there. I am giving this a 1 star review, only because you can not post on a no review basis.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/08/09) */
  title with lien released has been overnighted to customer as of 8-8 once we received the title from Hyundai Finance.