ComplaintsforClay Cooley Chevrolet

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has been at this dealership for a little over a month now. It's been plagued with issues since I purchased it in October of 2022. 2 days after purchase I recieved notifications on my phone from my vehicle stating it needed service to the battery. This is a 2020 Chevrolet Tahoe. 2 days after that I recieved a notification that my alternator was needing service. 2 days after that I recieved another notification that my alternator still needed service. I brought it back here in September 2024 because my check engine light came on. They told me the problem may or may not be covered by warranty. It took 2 weeks to determine if it would be taken care of by preferred warranty company of the dealership (Ally). It took another week for them to decide it could be fixed under warranty. It took another week to "fix" the issue. Once fixed, they kept saying it needed to be test driven. That took an additional week. They finally told me that I could come get my vehicle, but I'd need to purchase a new battery that THEY ran down. I get notifications on my phone whenever my vehicle moves, so I know for FACT they were driving my vehicle and leaving it running over night. This is by far the worst automotive service experience I've ever had in my life.

  Business response

  11/04/2024

  We will work with Mr. ****** for a resolution, but his vehicle was in the shop last in November 2022 when we gave him the battery for no charge. Unfortunately, in the two years since the battery has lost charge and we cannot provide this additional battery at no charge like we did last time. We will continue to help him as best we can. Thank you, *****

  Customer response

  11/04/2024

  I am rejecting this response because:   The vehicle was purchased October of 2022. In that time my truck recieved service from the dealership 3 times. Once for the battery, and twice for the alternator over charging. Both battery issues. If I purchased it from this dealership, I would expect them to make me whole since they are the ones selling me the vehicle. I shouldn't have any engine issues less than 30 days from purchase. 

  Business response

  11/04/2024

  We accept that you should not be responsible for issues within the first 30 days, which is why we replaced the battery back in 2022 after you purchased. But it has been 2 years since you purchased the vehicles, and the battery becomes a regular maintenance item at that point.  Chase

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an appointment to bring my truck in for service under warranty contract August 26th 2024. It is now September 26th **************************************************** repaired. I don't hear anything from the service advisor ***** ********* on my vehicle unless I call and track him down. When I do get in contact with the service advisor the only thing he can tell me is that they have not diagnosed my truck and the shop is slammed with vehicles. It is going on 5 weeks I have been without my vehicle. I haven't even been offered a loaner car because let them tell it, they don't have any. I am absolutely disgusted with the service or lack there of that I have received from Clay Cooley Chevrolet. I will NEVER purchase another vehicle from this dealership.

  Business response

  11/05/2024

  Apologies that we are late responding to this claim, but the customer's vehicle has been repaired at this time and picked up in October. We apologize again for the delay diagnosing and repairing his vehicle. 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 17th I took my Camaro to **** cooly ******************** for fluids to be checked, drained and replaced if needed. I was emailed an advertisement for Sunbit to get financing for auto repair by **** Cooley worker. I agreed to get some maintenance work done to my car, someone was suppose to come to waiting area to explain what I was getting done so I can ask questions he/she never came although I saw other customers having techs come to explain to them about their vehicle repairs. After approx 5 hours my car was ready when I got my car I noticed the wheel area looked bad, the calipers were dirty although I had just washed and waxed my car that morning including the wheels the rotor looked off seem to be different, when I got a chance a day or two later I really examined my wheels that is when i discovered that they had put some old dark red with grind in dirt worn out brake calipers potentially dangerous due to wires hanging out of a couple of them and dents and some looking like they were going to fall apart if I hit a bump too hard. These where not my brake calipers which were clean, bright red, new looking and in good condition, I have pictures, also as I looked closer the rotors were different sizes and did not look as shiny as my rotors were. I realized my good brake calipers and my good rotors had been replaced with worn out parts, they did something to the rotors as they claim but no one came out to explain to me what exactly was going to be done to the rotors, also made the wheels look extremely bad on a 2015 Camaro in. Good condition with under ****** miles on it, I only agreed to rear brake pad replacement. Rotors were performing fine.

  Business response

  08/22/2024

  Clay Cooley Chevrolet will not be reimbursing or refunding this customer.  We pulled all the video from the time her vehicle arrived until the time she took possession and left the lot and reviewed with her this morning.  You can clearly see on the video that the brake calipers were never taken off the vehicle at any point while the vehicle was in our possession.  We explained that the calipers looked to be in average condition for a vehicle with ****** miles as dirt and grime from driving will make them appear dirty over time and that this doesn't affect braking performance.  At this point the customer became belligerent indicated she was calling her attorney at which point we asked her to leave the premises.  This is a frivolous BBB complaint and as I state we will not be reimbursing the customer for any portion of her service.  She is welcome to contact her attorney, and we will gladly share the video evidence showing we never even touched her calipers.    

  Customer response

  08/22/2024

  **** Cooley service center changed my brake pads and also resurfaced my rotors so how in the world did he resurface a rotor or change 2 brakes pads without taking the caliper off? I have watched numerous videos of mechanics resurfacing rotors and the rotors is bear, no tire, no wheel and no caliper attached. Someone is not being truthful, I have my receipts of the work that was done and I was charged for I have enclosed it, also the manager laughed at me saying he thought the situation was funny in an attempt to humiliate me he laughed at me during the whole meeting. He then abruptly stood up and said get out and he is tall and big and I am in an closed office with him  I then told him not to talk to me like that. I begged him to look at my rotors because I had large sports rotors on my Camaro and they returned my car with tiny rotors he refused but finally came to see the condition of my car and said I bought my car in with those tiny rotors although I have pics from 8/17/24 the day they serviced my car  right after i had washed it including the wheels showing my car with big rotors that go almost to the top of the rim.

  Customer response

  08/22/2024

  I am rejecting this response because:   Clay Cooley service center changed my brake pads and also resurfaced my rotors so how in the world did he resurface a rotor or change 2 brakes pads without taking the caliper off? I have watched numerous videos of mechanics resurfacing rotors and the rotors is bear, no tire, no wheel and no caliper attached. Someone is not being truthful, I have my receipts of the work that was done and I was charged for I have enclosed it, also the manager laughed at me saying he thought the situation was funny in an attempt to humiliate me he laughed at me during the whole meeting. He then abruptly stood up and said get out and he is tall and big and I am in an closed office with him  I then told him not to talk to me like that. I begged him to look at my rotors because I had large sports rotors on my Camaro and they returned my car with tiny rotors he refused but finally came to see the condition of my car and said I bought my car in with those tiny rotors although I have pics from 8/17/24 the day they serviced my car  right after i had washed it including the wheels showing my car with big rotors that go almost to the top of the rim.

  Customer response

  08/24/2024

  Damaged, dented open calipers that **** Cooley service center put in my car, including mismatched small rotors have now seized up and is burning the metal and the rubber of the tire. The burning smell is loud and causing the tires to drag. I did not have any of these problems before **** cooley service center messed with my brake system and resurfaced my rotors without my consent. My tires and rotors are so hot they may catch on fire or cause a blow out. I tried reaching someone in authority at **** Cooley service center ******,** but always no one is available not even a service advisor. My car is now unsafe. My tires never burned before this shop serviced it.

  Business response

  08/27/2024

  Our stance remains the same, we will not be reimbursing this customer for services performed. We have reviewed all video from the time the customer arrived until the time she was asked to leave for being belligerent to our employees and nothing in her complaint is accurate.  

  Customer response

  08/27/2024

  BBB this complaint can be closed as of now. I am done with this company. For the record your manager was rude and disrespectful to me first because I was a woman alone if I had  bought a man with me he would not of treated me that way, I recorded it and I have the truth,  I merely took up for myself which I had every right to do so after he started yelling at me after  I mentioned lawyer. Of course I don't expect him to tell the truth though. I will not pursue this matter any longer, it's not worth my time. I found a GOOD service center to service my car and they did not try to sell me $2000 worth of service work, and my car had no codes and I only came in for fluids maintenance. They also addressed my concerns about my rotors and calipers like ******************* should have and that would of avoided the whole ordeal but the advisor never came to visiting area to address my question or concerns. *** had me come up there twice and still did not address my concerns as to whether rotors/calipers were safe. Female service advisor supervisor also called me talking smart saying she was allowing me to talk and for me to be quiet or she was not going to help me, with your employees being rude to me you expect me not to take up for myself? Right.  Not.  I do however Regret I ever decided to go to this rude employee shop ..... If the mechanic saw damage on my calipers when I brought it in He should of brought it to my attention, he should of also explained rotor resurfacing as well and how long it takes like i asked.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from them to see how it was overnight.I came back to return it on they 3-day money back guarantee and they would not take the car back.I explained that after doing my finances I couldn't afford it.I put up a trade-in also.They said they would help **** waited for 4 hours only for them to bring another car ,but it was more on payments.So they made sure I couldn't afford the payments so I couldn't give them they car back.They said my deal was finalized.But how if your policy says I have 3 days to return..The whole place are liars and scam artists.They have my final cost at ****** for a ****** car.I was never informed of contracts through finance or the salesman.

  Business response

  08/20/2024

  Good morning my friend, On your purchase, the amount Finance is $33,697, which is already include your tax title and license. The figure you read for $50k is your total payment over 72 month with interest charge of a 9.99% APR, its not we charge your 50K for that vehicle, whenever there is a loan, interest rate and interest charge is not something charge by dealership. If you want we can help you cancel your *************** contract which will lower your amount finance but it will not change your payment. You can reach out to me at ******************** if you have any question.

  Customer response

  08/22/2024

  I am rejecting this response because:   I went back on Aug ******* and explained to ***** that the steering and handling was improper and I wanted to exchange the vehicle under they 7-day vehicle policy.He said that he couldn't exchange the car for another car.I explained that under the policy I should have been able to exchange the car.Once again I went to Clay **************************** ******* of Dallas expecting great service and came out with the same results.Plus the fact that they lied in the beginning by saying the deal was finalized the next day when it wasnt.Then once I tried to get another car,they brought another car that was even more expensive so that I definitely couldn't afford that.I still haven't received my $500.00 check in which I was promised this Monday the 19th of Aug.Then I said just put me in a switch the car,same year,same model and they wouldn't do that.No.I want my money back for my trade-in or I will continue to proceed with further legal actions.

  Business response

  09/05/2024

  PLEASE TAKE THIS COMPLAINT OFF CLAY COOLEY CHEVROLET.  THIS CUSTOMER PURCHASED AT **** ********************** ******* OF DALLAS NOT CHEVROLET

  Customer response

  09/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2025 ******* GV-70 from **** Cooley ******* of Mesquite on June 29, 2024. Total downpayment of $42,102.01 plus two payments made of $1,000 each since. On July 26, I was on my way from ****** to ******* and the car started flashing error messages and shut off leaving me stranded. The error message stated and Engine Control System error. The vehicle was towed to the closest ******* dealership in ******, *****. It was 4 days before they could diagnose the vehicle then sent in via a tow truck back to ******* in ******** to be looked at further. It was determined by the mechanics that the LoJack system was plugged into the *** port and that is what they believed was the issue. I was without a vehicle for 2 weeks during this time. I paid $1,600 for a rental car and was assured that I would be reimbursed. I have not! August 11, 2024 I was 27 miles from home and the car once again starts sputtering and flashing warning lights. The transmission failed to shift properly and the engine lost signifigant power. I barely made it home and arranged to have the vehicle once again towed to ******* of ******** where it has been ever since. I get notifications of the vehicles error messages on the ******* *** on my phone and as of August 13 there were 6 new error messages related to the malfunctioning vehicle. The dealership obviously sold me a manufactured defective vehicle. This vehicle spends more time at the shop then it does me driving it. This should not be happening to a 2025 vehicle!

  Business response

  08/22/2024

  we are getting her taken care of. We have let **** ******** our service *** from ******** know about the customer and her situation with the rental and he is in the process of getting her reimbursed and to help in the situation about what's wrong with the vehicle. We have the customer in a loaner as well while they get with ******* to figure out what is wrong with her vehicle.

  Customer response

  08/22/2024

  I am rejecting this response because:   It is totally unacceptable to have a 2025 vehicle with this many issues. It has spent more time broken down than it has in my garage! I have been left stranded on the side of the road twice by this unreliable vehicle. It isnt safe to be operated! There is obviously a major manufacturer defect in this vehicle. I have NO doubt that even when repaired it will break down again.  Yes you have provided a loaner vehicle that cant be taken out of the state of *****.  ( I had to rent a vehicle to go to ******** on business last week for this reason). I do like the loaner vehicle I was loaned and would be willing to negotiate a deal to get me out of the unreliable 2025 purchasing the current loaner which is a 2024. If the 2025 breaks down after it gets repaired, I will be forced to invoke the Texas lemon law at that time. 

  Business response

  08/23/2024

  Good afternoon,

  I have spoken with the customer in regard to her vehicle and the issues with it. I have also spoken with the *** from Genesis *********** about the customers vehicle and what transpired with it. They have informed me that they will be taking care of the customers issues with her vehicle and will be in contact with her about how she would like to proceed. I informed them what the customer would like to do even after her vehicle is fixed since it has broken down on them twice now and she feels that this vehicle has had so many issues already that she has lost faith in this vehicle ever being safe. They told me they would be taking all this information and getting with the management team to come up with a resolution for the customer and will reach out to them once they have a solution. I informed the customer that I would be sending all the information from our conversation to them so that they could come to a resolution for her and informed her that they would be in contact.

  Customer response

  08/28/2024

  I am rejecting this response because:   The issue has not be completely resolved. There hadnt been any resolution yet. The car is supposedly fixed but I do not feel that it is safe after having to have an engine wiring harness completely replaced. I feel as this is not only a fire hazard but also will break down many times again. This car needs to be repurchased from the manufacturer as it obviously has many defects for a 2025 vehicle! 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been taking my truck up to ****************** where I bought it back in 2023. This is for several issues but one is the radio. It was in service 3 times two weeks ago. The service mgr ****** said they are not sure whats going on all 3 times. He also stated it could be the computer. They was going to call me to bring it back in guess what no call. Spoke to ******* AKA sales mgr who was going to help me get into another truck again guess what nothing and ignoring my calls. Contacted ***** GM who again was going to help me replace my truck I spoked about high country truck thats the same price as my truck was with all the discounts plus my corporate discount. As of today no reply back I had reached out twice today to ***** and once to ******* plus text ******* no reply and ignored. Bad business and my truck is still not fixed and radio still not working. I want a new truck one that everything works in swap out that one for this one I own can not take a chance that after full manufacture warranty goes out and I have computer problems still. I will claim lemon law on them if need be. For payments of close to 1000 a month you would like no issues this truck is 14 months owned and major issues that they cant fix! Total financial price was *********

  Customer response

  07/23/2024

  After filing a complaint yesterday. Clay ********************** contacted me and they are working with me on getting another vehicle. However they are only wanting to give my less then what I gave for my truck which is still under full warranty. They less then 8000 under what is owed on the truck. Not sure if this would be right. I am not sure what to do here. However its a start that they are trying. So I guess please cancel my complaint. Thank you in advance for allowing me to file for help.

  Sent from *********************** (****************)

  Business response

  08/13/2024

  We tried our best to get you into a higher trim level truck for the same payment you are paying now, and we would have been able to achieve this if your scores would have qualified for a similar rate you are paying now but we have no control over that part.  Although we are under no obligation in this situation as your issue is with your truck and would fall under the guidelines of ************** since it's still under factory warranty, we tried to help you and were losing over $6000 on the car deal to assist and do our part.  We obviously cannot exchange a vehicle 2 years later for a new one because of a service issue with the truck but we were able to secure financing for the higher trim level/more expensive truck but clearly the terms were not acceptable to you. 

  As far as the repair for your truck, I have spoken with service and they said they were ready to fix your truck last time you were here but you needed to leave for a health emergency.  Please let us know when you are available to bring you truck back so we can get it fixed.  

  Customer response

  08/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am.in the market to trade in my vehicle and get another. I live in ***** and I found a vehicle I wanted to buy on their used lot but I don't have a lot of extra cash so I was texting with their online team explaining my needs before driving 40.miles 1 way. I was assured that it would not be a wasted trip.I borrowed money from my mom and she actually went with me for support and we drove 40 miles 1 way to this dealership. I sat down with this young man who in turn got a sales manager (*****************************) who came over to ask me very condescendingly what I was going to do with my equinox - I said trade it in - he then looked at me like I was stupid and I said let's not start this interaction like this and look at me like that. He then said I was looking at that piece of paper he got up and said we will be back (he never returned).A new sales manager returned after appraising my car stating they could not do anything for me because I was upside down on it. I said how much, he didn't know. I said so I wasted time and money coming here - he said yes. WOW.Ok can I get compensated I don't know gas pr something since I was guaranteed that I was not wasting anything coming here - no. Ok I need to talk to someone else - he gets up And leaves.He comes back to tell me that the lady at corporate lied to me that they told her not to come - so they threw her under the bus now.I said I still need gas or something for wasting my time and 80 miles on my car.Eventually they did give me 5 gallon s of gas.He proceeded to say when you get rid of the equinox come back - no I will never ever be back

  Business response

  06/07/2024

   

  I am sorry that your experience was not a good one as we strive to make our customers happy.  My apologies for the inconvenience.

  
  

  Customer response

  06/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint against Clay Cooley Chevrolet in ******, ***** for excessive charges for a repair to my 2018 Chevrolet Traverse. In December 2023 while traveling to ***** from my home in ********, a sensor warning appeared on the dashboard to the vehicle. After bringing the vehicle to Cooley Chevrolet in ******, ***** for diagnosis I was given a repair quote of $8,894.24. Since I was in ***** and needed my vehicle in order to return to ********, I had no practical alternative but to have the repairs made and pay the exorbitant price. The cost of these repairs amounts to gouging of a consumer by this dealership. I attempted to negotiate a refund of some of the cost, but of course was refused by the Service Manager, *************************. I am seeking relief from the excessive cost of these repairs from the dealership who took advantage of an out of state customer knowing I had no choice but to pay the cost in order to return home. The supporting documents show what I was charged versus what a reasonable repair cost should have been as well as other documentation.

  Business response

  04/15/2024

  I have researched the claims stated in your complaint and have found that not only did we not over charge you for services rendered but we actually charged you less than what ************** recommends for the work performed.  Per the attachment I have provided, ************** recommends and allows for 22 hours for the completion of these repairs whereas we only charged for 19.5 hours to complete to job.  In addition, we quote amount for the repair and the repairs was approved by ****************** and paid for by ******************.

  The amount that ************** recommends is the same amount they would pay us if the vehicle was under manufacturer's warranty.  Aftermarket (extended warranty) companies use the same guide when deciding what they will pay the dealership for covered repairs.  ************** and the extended warranty companies use this guide because it is the fairest way to determine the cost to do a particular repair.  It ensures the vehicle is completed in a timely fashion and also serves as a stop loss in situations where it takes MUCH longer to complete a repair that is recommended.  There are plenty of instances where a job calls for 5 hours to complete but because of certain unexpected surprises the arising during the repair that causes the job to take 7 to 8 hours or even longer in some instances.  

  After my investigation, I have found that we have not overcharged ****************** and the repairs were quoted and approved by ****************** so therefore Clay Cooley Chevrolet will not be refunding ****************** for services rendered. 

  Customer response

  04/19/2024

  I am rejecting this response because: 

  1) How would I have known that all of these repairs were even necessary ? Unfortunately, since I was traveling from ********, I had no choice but to approve and pay for them because I needed the vehicle to return home. This is a fact that I am quite sure Clay Cooley Chevrolet of ******* ***** was well aware of. 

  2) The hours that ************** recommends and allows for these type of repairs in no way means the cost was not excessive. Consumers are just supposed to accept that 22 hours of labor for these type of repairs is true just because ************** says so ? Like most people, I do not have the same financial resources as ************** Corporation. Likewise, a $220.00 per hour labor cost is absurd and excessive.  How is this rate even determined much less justified ?

  3) The fact that a 2018 vehicle purchased new and well cared for would supposedly even need a new camshaft and other major components is outrageous. Obviously, this proves no one should ever buy a Chevrolet Traverse ( or have it serviced by a Chevrolet dealer).

  4) Any reasonable person would agree that nearly $9,000.00 in repair charges that *** or *** not have actually been needed on a 2018 vehicle owned by a person traveling from out of state and needing the vehicle to return home is suspicious at best. Clay Cooley Chevrolet's attempts to justify its charges based on ************** recommendations is a flimsy defense and does not change the fact I was gouged by having to pay this unreasonable and excessive amount of money for repairs that I have no way of knowing were even necessary.

  I am still seeking a resolution to this matter by requesting a partial refund from Clay Cooley Chevrolet of ******, ***** for the amount of money I was charged.

   

  Business response

  04/19/2024

  Clay Cooley Chevrolet did nothing wrong in this matter and will not be refunding any amount!!  

  Customer response

  04/19/2024

  I am rejecting this response because:   

  Clay Cooley Chevrolet's last response of  4/19/24 to my complaint is unsatisfactory. None of the four specific points I submitted on 4/19/24 were even addressed by Clay Cooley Chevrolet.  They simply said they did nothing wrong and aren't going to consider a resolution to my complaint. Evidently, they have no way of refuting the points I made in my comments. 

  I am still seeking an acceptable resolution to my complaint through a partial refund of the cost of the repairs to my vehicle.

  Thank you.

   

   

  Business response

  05/15/2024

  I will respond to your points just to address them but none of this will change my stance on this situation.

  1) Unless you are a certified master mechanic I guess there is no way to really know what needs to be repaired just as I do not know for sure if repairs that they recommend on my used vehicles are "necessary" as I am not a mechanic which is why I have an actual mechanic advise me. 

  2) Every franchise dealership in the country uses the manufacture's guide to estimate the cost to complete the repairs necessary and we arrive at our door rate based on the market average.  In other words, we take the average from all the other ************** stores in our market, so we are nowhere near the highest around.  Now that *** differ from where you live in ******** but that is the going rate here in ******, ***  In addition, the cost of living is quite high here as well, so our technicians get paid a higher rate here than 98% of the rest of the country which is also why the door rate is higher here than other places.  

  3) The fact that you bought your car new, and it was "well cared for" doesn't ensure you will never have issues with your vehicle.  As a matter of fact, there are thousands of new cars (all makes and models) that have issues every day, that's what happens when you are dealing with mechanical machines with so many moving parts.  

  4) We have people who spends 2, 3 and even 4 times the amount you said a reasonable person would agree to pay almost on a daily basis so that argument doesn't hold water.  Nobody wants to have their vehicle brake down and have to pay to have it repaired especially when repairs can get expensive which is why we recommend EVERYONE purchase an extended warranty for their vehicle.  In most cases they by far pay for themselves over time. 

   

  Again, Clay Cooley Chevrolet did nothing wrong in this instance and will not be refund any part of your repair bill.  At the end of the day, you brought your car here because it was broken, we diagnosed it and told you what it needed and quoted you a price to fix it. You agreed to the price, we fixed the car, and you paid the bill and went on your way with your vehicle operating properly.  I am still confused as to how this is even a complaint.  

  Business response

  05/15/2024

  I will respond to your points just to address them but none of this will change my stance on this situation.

  1) Unless you are a certified master mechanic I guess there is no way to really know what needs to be repaired just as I do not know for sure if repairs that they recommend on my used vehicles are "necessary" as I am not a mechanic which is why I have an actual mechanic advise me. 

  2) Every franchise dealership in the country uses the manufacture's guide to estimate the cost to complete the repairs necessary and we arrive at our door rate based on the market average.  In other words, we take the average from all the other ************** stores in our market, so we are nowhere near the highest around.  Now that *** differ from where you live in ******** but that is the going rate here in ******, ***  In addition, the cost of living is quite high here as well, so our technicians get paid a higher rate here than 98% of the rest of the country which is also why the door rate is higher here than other places.  

  3) The fact that you bought your car new, and it was "well cared for" doesn't ensure you will never have issues with your vehicle.  As a matter of fact, there are thousands of new cars (all makes and models) that have issues every day, that's what happens when you are dealing with mechanical machines with so many moving parts.  

  4) We have people who spends 2, 3 and even 4 times the amount you said a reasonable person would agree to pay almost on a daily basis so that argument doesn't hold water.  Nobody wants to have their vehicle brake down and have to pay to have it repaired especially when repairs can get expensive which is why we recommend EVERYONE purchase an extended warranty for their vehicle.  In most cases they by far pay for themselves over time. 

   

  Again, Clay Cooley Chevrolet did nothing wrong in this instance and will not be refund any part of your repair bill.  At the end of the day, you brought your car here because it was broken, we diagnosed it and told you what it needed and quoted you a price to fix it. You agreed to the price, we fixed the car, and you paid the bill and went on your way with your vehicle operating properly.  I am still confused as to how this is even a complaint.  

  Customer response

  05/17/2024

  I am rejecting this response because:   Before I explain once again the reason for my complaint, let me first respond to your statements in your most recent response.

  1) You stated every franchise dealer in the country uses the manufacturer's guide to estimate the cost of repairs. Well, how nice for GM and the dealerships. I fail to see how this proves the estimates are fair or reasonable for consumers.

  2) You stated the cost of living is quite high in the ****** area so your technicians get paid a higher rate than 98% of the rest of the country. Did you know the cost of living in ****** according to Unbiased.com is only 3% higher than the national average ? Did you know according to *********'s, ****** is actually the 25th most expensive city to live in and has a rather modest 72.6% cost of living index ? If ****** is not in the top 2% most expensive places to live in the ************* why are your technicians allowed to charge more than 98% of the rest of the country ?

  3) You stated you have people who spend 2, 3 or 4 times more for repairs than the $8872.47 I was charged. Are you actually telling me people would pay 4 times or $35,489.88 for a car repair ? If so, I do not know why you would want to sell any extended warranties (as you suggested) since Clay Cooley Chevrolet would stand to make more money by not selling these warranties. 

  4) Finally to further support my position that I was gouged, I was told at the time I brought my vehicle in to your dealership that I needed an oil change in addition to the other repairs I was told were necessary. This is curious because I had just had the oil changed immediately prior to my trip to ****** as indicated by the sticker on my windshield. Why was I told this ?

  Hopefully, these points will clear up your confusion about "how this is even a complaint". It is a complaint because I was stranded in ****** and gouged by Clay Cooley Chevrolet for repairs to my vehicle, some of which may not have even been necessary. Once again, I am seeking a resolution to this matter by reaching an agreement for a partial refund of these excessive charges. 

   

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today me and my son went to this dealership to purchase him a new car as a first time buyer. After deciding which one we then proceeded to negotiate the best deal. The total price of the vehicle was ******** and after a back and forth we agreed on a price of 27k even. However, once we entered the finance office they began to push warranty , wheel packages for extra amount and we refused all of them in fact. Since we refused the numbers they then changed on the agreed sale price and they added in ****** and when confronted they brought the sales rep ****** and then Sales Manager *******************. We explained the situation that the agreed price was not accurate and that we had agreed upon 27k even. He became defensive and produced a altered document which he stated we initialed, However my son is 100% sure it was not his signature and was for the first shown to us in the finance office. Basically they provided a fraudulent document to justify adding the additional ****** and the Manager refused to correct and was very blunt. His reply was " I will bring your 9k down payment out of the vault and you can take it or leave it because I can sell to someone else and make more money on the deal" So after spending half the day at the dealership we just let them take advantage of the situation and decided we would pay so we could get the vehicle and my son could return to work. This is very shady practices and business and we would like the ****** refunded since it was not part of the agreed deal.

  Business response

  03/19/2024

  I have reviewed all the documents from this file as we scan and keep every item used, presented and signed by every customer.  There were 3 different offers made during the negotiation, the last of which was signed by ******************** before going to the business office to finalize the financing end of the transaction.  I have attached a copy of the last offer presented showing total out of the door of $27,787.17.  I have also attached the final buyers order signed in the business office showing the same amount as the out the door figure. 

  ******************** had been to several dealerships before us trying to get the vehicle he was buying (which is our most popular model) for invoice without success because no one is selling this particular model under MSRP at this time. He repeatedly asked to purchase this vehicle for invoice to which we declined every time. My office is right next the our business office so I overheard the entire conversation.  Once in the business office ******************** again tried to get our business manager to change the price to invoice to which he replied that he doesn't have the authority to do and would have to get a sales manager.  ***, my sales manager went in and reinterred to ******************** that we would not sell the vehicle at invoice, yes in a matter of fact tone because we had already stated this numerous times.  To which ******************** told us that if we didn't sell him the car at $27000 out the door that he would blast us all over social media.  To which *** told him that it sounds like he didn't want to buy the vehicle and he was welcome to purchase one from another dealer.  He agreed to purchase the vehicle for the amount he agreed to purchase it for and finished the deal.  

  There is nothing anywhere in the file that suggests we agreed to sell this vehicle for $27000 o.t.d.  

  Customer response

  03/19/2024

  I am rejecting this response because:   This response from the business is completely fabricated and every detail is false. If you take a closer look at the page with the signature you will see how they scribbled out the actual price that we did agree upon which is 27K total. The deal was agreed and once I refuse to purchase all there extended warranties in the finance office was when they added the extra amount back to the final sale price. I immediately told them the price was not correct.

  Business response

  03/19/2024

  ********************,

  I do apologize for the miscommunication, but my staff would have never agreed to sell the car at that figure because I don't allow them to discount off MSRP on ***** Trax since it's our number 1 selling vehicle that sell on average less than 48 hours of arriving at our dealership.  I don't sell them over MSRP like a lot of other dealers around are, but I do not discount them.  I purchased one for my daughter and I paid MSRP so why would I discount it for a customer!  We even gave you the option of not purchasing the vehicle while you were in the business office, but you elected to proceed and signed the contracts and purchase the vehicle.  If it were me, I would have never signed a contract unless it was exactly what I wanted, that's kind of how this works ... once you sign a contract you are agreeing to the price and financing terms. You cannot sign a legal contract and then said you didn't agree with the price.  

  If you can produce anything contradicting this, I would gladly refund you the difference but our system that we use to work deals out of is time-stamped and saves every single time price, interest rate, payments or trade value is changed and stays in our system forever. So even if someone had shown you a different figure and then did switch the numbers on you, I would be able to see it on my end and again I would gladly reimburse you.  But, at no point was the out the door price changed to $27000 even. Only change came after the very first offer that included optional 3 year family guarantee that we took off at your request.  

  Customer response

  03/19/2024

  I am rejecting this response because:   Once again you say if there was any documentation to prove otherwise. And you have actually submitted the document with the initials on the agreed sale price that was negotiated. Zoom in on that page and you will see below the scribble where it is trying to be hidden " Agree to 27k" Also, it seems this is not the first time you guys have took advantage of customers and most of your reviews are stating the same. Its a shame you guys run your business this way on lies and deception. Also if the plates are not delivered to us within the 30 days as some sort of payback for reporting you to BBB then I will also be reporting to TxDMV for non compliance.

  Business response

  03/19/2024

  Just because you scribbled an offer of $27000 on our deal sheet doesn't mean we accepted that offer.  Again, when you got into finance and realized we were not selling it to you at $27000 out the door you had every chance to not continue with the deal but instead you signed a legal binding contract that we intend to adhere to unless you do not want the vehicle any longer! If that is the case, I will offer to unwind the deal and flat cancel the contract and return 100% of your down payment.  That is the only solution I am willing to offer at this time. 

  As far as your plates go, we will process everything in a timely ******* and forward your plates to you as soon as they are issued by TxDMV.   Please let us know as soon as possible it you wish to unwind this purchase so we can stop the title and license process and get you refunded ASAP. 

  Customer response

  04/02/2024

  We refuse this resolution and the issue was the deception used while purchasing the vehicle. We did not write anything on that negotiation page it was all done by your sales rep and your sales manager. Which by the way I do not even know you or your name so I assume possibly attorney for the dealership? The point was we agreed on a price of 27k and I assume they would honor? I told the rep first thing before we negotiated the sale price that I would not be purchasing all the extra warranty items. As to your offer to cancel the contract this is not valid and we refuse. The dealership ran so many hard credit inquiries multiple times and dropped the credit score to the point we would not be able to purchase another vehicle even if we wanted. Sure we could have walked away after you added the additional cost back to the contract but then we would been without a car and already spent the whole day in your dealership and would had to wait 3 months for all the Hard Credit inquiries to drop. So no really we didn't have a choice and instead let it happen. Its just a shame you guys do business this way and considering Clay ********************** dealerships created a monopoly in ******.. he owns pretty much all the dealerships. We will take the hit and next time pursue our vehicle purchases with other dealerships even if it means taking a long drive. We did receive the plates in a timely manner and that I do appreciate.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi ,On 12/26/23 I take my 2023 gmc ****** with 8000 mile for a little vibration at low speed, after two days they call me and told me the front differential need to be reemplaced , i went to the dealer to seek more information , they told me the parts were ordered and a i cant drive the truck because it void the warranty, i explain them that i need the truck for work if they can loaner a truck while the reparation, and told me they cant and is going to take around 1 week , i learn later they order the parts 1/11/2024, they stop answering my calls , a gm representative call me 1/18 told me the dealer have all the parts and they should be working on my truck very soon , try to call the dealer and text but the answer was a person from service department will call me and never happen, on 1/1 24 automated text told me you vehicule has moved to work in progress and the gm representative call me said monday you truck will be ready , last monday. I went to the dealer and nothing they told me no mere tha friday for sure , call them friday and they told me that es not ready maybe next week. This dealer doesnt understand this is causing me a lot a problems on my work because i need a truck and gm limit me to rent car of no more than 50 dollar a day with this money only can rent a small car and they said they no going to refund tax and any protection to the car , now i have like $700 gm not going to reefund me and keep growing. Please BBB if you can help me Thank you

  Business response

  02/14/2024

  The customer brought truck in on 12-26-2023 of course this is Christmas break week and New years. Closed for Holidays etc. Next as per the attachment we diagnosed this vehicle and ordered parts on 1-03-2024 as this is the first day that GM corporate is open and taking orders since 12-22-23. We ordered the parts, and as per the attachment they started to arrive on between 1-4-2024 & 1-12-2024 & 2-13-24 this is due to once the parts arrive we started the tear down process and identified other items that were needed to finish the repairs and we had to order more parts.

  As for loaners/rentals Clay Cooley Chevrolet as well as ALL other Chevrolet dealerships DO NOT provide or offer loaners or rentals. These are provided and paid for by GM. The consumer is correct that GM only pays for so much etc. That is determined by GM and out of our control.  We are working as fast as we can to get it back to him. We can only control once the parts arrive at our facility. We are hoping to have it finished this Friday 2-16-24 if the final parts arrive tomorrow or Friday we will get it done and back to him. But again we are waiting on 3 parts as the attached order sheet from GM shows that NOT RECIEVED YET. 

  When we up-date clients its based on GM telling us when the parts would arrive etc, and hoping the repair goes as planned. But sometimes the parts don't arrive as expected and the repairs don't go a planned. We can control everything like we wish we could.

  We are very sorry and feel for all our clients in these times. But we can only control what's here and available to repair. I wish we had 50 to 100 loaners for all our clients. 

  Customer response

  02/19/2024

  I am rejecting this response because:   Still waiting for my truck . If you cant  work  on last week of the year close you business all week dont make people lost their time and their money  and another thing  on you attached  parts list show you order parts on 01/03/2023 , is edited part list? Wrong year

  Business response

  02/20/2024

  We apologize for the inconvenience of not having your truck.  The final part we were needing to complete the repair ( wheel hub) arrived this morning.  Your truck will be complete today.  We will notify you as soon as its ready. 

  Customer response

  02/23/2024

  I am rejecting this response because:   I have my truck  but with the same problem nothing change, after 7 -1/2 weeks  and  my credit car overcharged  a lot a head pain with the costumer service  of this place  they cant fix it. I know everybody  make mistakes  and it was a bad  diagnostic  but  the way  the comuncate with the costumers is the worst part, after this you can close this complaint. Thanks BBB for you help

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