ComplaintsforClay Cooley Kia

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We test drove a Kia ***** at Clay Cooley Kia in Irving on Aug. 26, 2023. When we went into finance office, we werent happy with warranty info, and walked out of dealings and left in our own car. Several weeks later, got a NTTA toll bill where they reused our temp temp from our test drive on another vehicle. (Was a *************) I reached out several times to the dealership to get this toll tag bill paid since it wasnt us - it was the dealership reusing my temp tag. Finally, I spoke to ********************************* (accounts payable) and she sent the toll tag bill to her bosses. When it still hadnt been paid, On Nov. 7, I reached out to ******** at KIA *** ***************** This is where the situation gets really troubling. ******** let me know that the KIA *********** ********************* shows that my husband and I bought that ************** on Aug. 26 and then returned it on September 1 under the Clay ********************** Family Guarantee plan. This is completely untrue. On Nov. 9, I called and asked to speak to their GM and reached ********************* at their dealership whose first question was did you take ownership of the vehicle? to which I responded, no. After an hour and a half of him investigating, he called me back and said he cancelled the temp tag. He assured me that there was nothing in the system showing we bought a car and returned it, and said he would reimburse me for the toll cost if I paid the bill and then sent him a copy of the bill to ********************************* I sent this immediately after talking with him on the phone on 11/9. I sent and an additional on 11/10 to make sure he received it with no response. On 11/18, I again reached out to ******** at **** where it still shows a pending transaction of the KIA ***** which was returned on Sept 1 under their Family Guarantee Plan. None of which ever happened! I am reaching out to have that removed - we never bought and returned their car, and I want to be reimbursed the $19.44 I paid to NTTA. Thank you for your help.

  Business response

  11/28/2023

  We never received a toll bill but we will call her and get her paid the 19.44 
  

  Customer response

  12/04/2023

  ********* ********************* did send me a money order in the amount of the toll bill. The money order was stapled to a copy of the bill that I emailed him. (Even though he said he never received a bill from me in his response.)

  He also sent me a picture of his desktop computer screen which had my husband and my names as well as many others with the date, license plate number, partial VIN numbers, etc. Next to our name it had voided. #1 - I question the legality of him sending me a picture with other customer names, license plates, partial VIN numbers, etc. I can attach said photo if you would like. #2 - that he put voided next to our name isnt acceptable proof to the claim thats in the system that we bought a car and returned it under their family guarantee plan. I have a call out to KIA ******* to check, or the dealership needs to send me a notarized letter stating that we 1) never bought a car from them and 2) never returned one under their family guarantee plan.

  Customer response

  12/08/2023

  I am rejecting this response because:   

  ********* ********************* did send me a money order in the amount of the toll bill. The money order was stapled to a copy of the bill that I emailed him. (Even though he said he never received a bill from me in his response.)
  
  He also sent me a picture of his desktop computer screen which had my husband and my names as well as many others with the date, license plate number, partial VIN numbers, etc. Next to our name it had voided. #1 - I question the legality of him sending me a picture with other customer names, license plates, partial VIN numbers, etc. I can attach said photo if you would like. #2 - that he put voided next to our name isnt acceptable proof to the claim thats in the system that we bought a car and returned it under their family guarantee plan. I have a call out to KIA ******* to check, or the dealership needs to send me a notarized letter stating that we 1) never bought a car from them and 2) never returned one under their family guarantee plan.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased a **** ******* Tucson from your Clay ********************** ******* of ****** located at ***** *********** S. ******, **. 75232-6012. I purchased this vehicle on 10/28/2023 with a trade in of a 2021 ******* Tucson with ****** miles on it.I went by to take a look at the new **** Tucson with no intend on a purchase at that moment. I did not anticipate purchasing the vehicle until I drove it or and liked it. I did not have a title with me, nor had I unloaded the contents of my vehicle. I met with the salesman ******** and struck up an amiable discussion. As a salesman, he wanted to sale the vehicle I was looking at located on the inside floor. I informed him I did not plan on making a purchase that day. He brought out the sales manager who introduced himself as a former Marine which I had already asked if they had a veteran discount as I was an Air Force veteran. He said yes.I planned on taking a quick look at the vehicle because I had other things to do because I had a death in the family the previous day. ******** pushed and pushed and informed me that they had a $1500 bonus if I signed today. I asked but was never informed that they had a rebate of $4000 on the vehicle. I informed him that I was going to pay cash and would not finance. He told me that I could not get the $1500 unless I financed it, and I could pay it off immediately and still get the $1500. It sounded good yet told him I would wait until next week before I make a decision. He continued with his persistence and told me he would have the car removed from the show-room floor, prep the vehicle and have it ready for me to take it home right then. I had no title with me and had several things in the vehicle that I was trading in, and he said he would help me unload it.He pulled the trade in around and I asked him to get me a bag to put the contents in. He gave me an envelop that was useless. I immediately began to unload the Glove compartment, overhead compartment, and the rear trunk area. I had several pairs of glasses. I inadvertently missed the pair of ******* Aviator pair that were in the overhead compartment. When I got home after signing the paperwork, I discovered that I had missed the overhead with my ******* glasses which I needed because of my Diabetes. I called back immediately but could not get through. I left a message for ******** and no response. I called several times and left messages with the Clay ********************** operator. ******** finally called back, and I told him about my ********** and to go check my overhead. I felt like they might sell the car before I retrieved my glasses. ******** called back in the evening and said they werent there, but he would check again. Monday, I called and asked to speak with the Manager, ***** and he is always in a meeting, and I wanted him to know that someone had taken my expensive glasses. ****, a salesman called me back and I told him I needed to talk with *****. The following day, ***** called me back and I explained what had happened. He promised me he would check this out. It is now Monday Nov. 6 and I still have not heard from the dealership or ************* is extremely difficult to reach anyone at Clay **********************. They do not respond in a timely manner and someone at the dealership should contact me and compensate me for my loss. Someone is complicit in taking my glasses called stealing. They were dishonest in not telling me about the rebate. I wait to hear from you.

  Customer response

  11/19/2023

  Case #******** has been resolve with Clay ********************** ******** not **** Everything has been resolve to my concern.

  JohnBrookd

  Business response

  11/22/2023

  ATTN: BBB

  
  This complaint is for Clay ********************** ******* of ****** at ***** LBJ in ****** not Clay Cooley Kia at ********************** in Irving.  Can you please put this ******* of ****** complaint in the proper portal.

   

  Thanks

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

  Customer response

  11/28/2023

  I have reviewed the business response and accept this resolution. 

  Case #******** has been resolve with Clay ********************** ******** not **** Everything has been resolve to my concern.

  JohnBrookd

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i paid off a car that i dont have it relates to a purchase of a car that didnt have any brake calibers i strong reason to believe that they believed some greedy tiny brain person about my now mental processing state there finding hard to believe God has blessed me with knowledge im disgusted that a business man even entertained the thought i hold them at a higher standard politics have no room for business what has become of this countries business men right is right it sickins me

  Business response

  11/03/2023

  this customer is not in our data base.

  Any further assistance please call.

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

  General Manager

  Clay Cooley Kia

   

   

   

  Customer response

  11/03/2023

  I am rejecting this response because:  Due to the fact i have tried to communicate to resolve issue. I was not asking for handout nor was i requesting special favor My understanding heart condition has been trampled upon Some say took my kindness for weakness and to imagine that someone so called trying to handle my affairs and a legitmate operating business broke business codes and ethics simply is not acceptable in my name thats identity theft beyond recognition  My assumption has not base evidence nor am i for certain i speak or type in the spirit of i cant believe it there is no way someone with no life nor business or knowledge of would stoop to such a pathatic selfish self rightuos behavior with a haughty look i am hurt beyond mending i want a new car and a grace ****** to start payments no exceptions

  Business response

  11/09/2023

  We have no customer by the name of *********************** in our system for Sales or Service.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my car from clay ********************** mesquite .My finance company was ************ i purchased GAP insurance and managed to pay off my car. I contacted Ally Auto and cancelled the gap insurance. They issued a refund check of $680.51 to Clay ********************** ******** To date I have not received the refund check and made several calls and went to dealership but no luck .I left several message at the corporate office but no call back.I provided my payoff letter to the finance department at mesquite but no call back

  Business response

  10/27/2023

  refund received by customer

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my 2010 *** **** towed to Clay Cooley Kia on Monday, July 17, **************************************************************************************************************************** an Internet campaign targeting *** by a group calling themselves the *** ***** ***************************** of Clay Cooley Kia told me my car was ready on August 10, 2023, so I picked it up and discovered shortly afterward that my front windshield wipers did not work. My front windshield wipers worked before the break-in and the switch to turn them on is in located in the steering wheel column, but an inspection was NOT done to make sure all of the switches in the steering wheel column worked before telling me my car was ready. I took my car back to Clay ********************** on August 28,2023 without receiving a resolution to fix the front wipers. I took my car up there again on September 18, 2023. ***************************** told me they were not responsible for checking the windshield wipers and that I would have to pay an additional $533.87-$630.56 to have the windshield wipers repaired on top of the $1,905.30 I already paid for repairs to fix damage that *** is partially responsible for in the first place. I want to be able to get my windshield wipers repaired some place else, because I cannot trust what I am told by the service department at Clay Cooley Kia. I want Clay Cooley Kia to cover the repairs through a partial refund of $630.56. The car cannot pass inspection without functioning windshield wipers, and it is a safety hazard to me and my family as well as other drivers.

  Business response

  10/27/2023

  Issue resolved with customer.

  Customer response

  10/27/2023

  I am rejecting this response because: I have not been contacted by the company to resolve this issue. 

  Business response

  10/28/2023

  We have spoken to the customer in regards to the service needed. We have agreed to replace the failed windshield wiper motor for the quoted price on prior visit. We have reviewed the prior visit repair invoice and found that at no time did we work on the windshield wiper motor assembly. Part has been ordered due to the conversation with the customer. Advised will call and schedule repairs when part arrives.

  Customer response

  10/31/2023

  I am rejecting this response because: I did not get a response to my email confirming that I would get a loaner vehicle during repair and that payment will be made once I see the windshield wipers work.  

  Business response

  12/05/2023

  Issue has been resolved 

  Customer response

  12/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to this ********** with a pre-approval from my credit union. We were finally able to agree with the out of door price. when we went to the next step which was the finance manager and he pressured us into the warranty after my husband told him no we were fine multiple times. he even went as far as making sure the monthly payment would stay the same if we added the warranty which was weird because it looks like he adjusted the sales price of the vehicle which I'm sure is illegal. he went over what the warranty covered which included 4 or 5 oil changes he wrote this all down on a sticky note and assured us we would have this maintenance covered by the warranty. we asked multiple times on if we could go to any *** to have the service done and we got told yes a each time. well when it came time to have the car serviced we went to a *** ********** closer to our house and got told that they couldn't pull up if we had warranty by the vin, we would need some type of contract. while consulting with a sales manager at the irving *** ******** he advised that we only had ally protection which didn't cover maintenance. that is completely false of what I was told in that room. it seems like they didn't care about being honest just trying to secure the sale and didn't mind adjusting numbers they aren't suppose to in order to make a sale. this is very unprofessional to lie to the consumers to just make the sale! it is very misleading and a deceptive act

  Business response

  10/27/2023

  Sorry to hear about your experience with Clay Cooley Kia.  I am the General Manager, I would love for you to come by and sit with my finance director and go over the paperwork. It looks as though you you financed with *** ********************** finance. With financing through *** you received a $500.00 cash rebate (which would effect lower the price). You also purchased an extended warranty and gap insurance.

   

  Feel free to call or stop by for any further explanation

   

  *************************'

  General Manager

  Customer response

  10/27/2023

  I am rejecting this response because:   The GM notes that I received a $500 rebate because I financed with ***, however in the contract, my "misc" amount is $750.00 which **** changed the numbers to keep my payment the exact same in order to convince me of getting the warranty.  I had clear intentions when coming in the only "warranty" I wanted was GAP. I felt very deceived and pressured into a warranty I had no intentions of getting. Additionally,  being told I can go to any *** to get my car serviced I was allow 4 free oil changes, which was false. So I was also lied to.

  Business response

  11/06/2023

  Reached out and spoke to customer, sent in a complete cancellation on customer warranty. 

  Customer response

  11/06/2023

  I am rejecting this response because: Although the warranty was sent in for cancelation,  this company still deceived me as a consumer while buying at their dealership.  Even having another source of truth there (my husband) which **** told us both what the warranty was covering if we got it, however that was a complete lie. It was a deceptive act in order to get us to agree to the warranty and come to find out the warranty never even covered the oil changes. I asked whoever called me just today Nov 6th if they can compensate me for the oil change I had to pay for and he explained that he couldn't due to the fact that he was not in the room when **** told me and my husband complete lies. So it goes to show that a finance manager can deceive and lie consumers and its okay apparently because they can't prove what was said to the customer. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning,I was attempting to put a complain online but it kept telling me to enter the address and city when it was already in the system. I wanted to file on **** cool kia ******** *******************************************************, ** ***** Phone: ************** I have had trouble since I first got my vehicle I was told that I would have it the next Monday and it took almost 3 weeks and then yesterday I had two flat tires and when I purchased the vehicle I was told I had ally and coverage through them, which is the main reason I did go with them, then come yesterday I called ally they said I did not have coverage and when I tried calling clay ********************** after I advised them what happened and asked them for assistance they placed me on hold and hung up on me, I called back and every single time they would hang up on me so I had a friend come watch my car since I was stuck on the side of the highway and I went to clay cooley kia and then they proceeded to tell me that I do have coverage and when I called in front of them they then said there is nothing that they can do and they can not help me in the service department and they then told me I needed to speak to finance so I was waiting for finance and they just kept walking by me, I ended up not getting assistance from anyone and they refused to give me names and when I asked for corporates number they told me they did not have that information so I called again this morning to see how I can get everything fixed in case this happens again and they placed me on hold again and did not have anyone pick up the phone. My phone number is ************ and this email can be a good contact or ************************

  Business response

  07/07/2023

  made several attempts to contact customer, unable to reach customer

  i will continue to call

   

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 *** ******* March23,2023. The dealership called saying they lost the contract. I signed another identical copy. *** financial still does not have any such contract. I cannot make a payment because *** financial does not have the contract. So now I have to seek legal advice, or find outside financing.

  Business response

  04/26/2023

  This contract has been funded and finalized by ***. ***************** finance director has even sent the customer a picture of the image of the contact being funded

   

  No further action was taken

  Business response

  04/27/2023

  This contract has been funded and finalized by ***. ***************** finance director has even sent the customer a picture of the image of the contact being funded
  
  No further action was taken

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The longest car buying process Ive ever experienced (9:30am-5 pm). Especially since we had an appointment knew exactly what car we wanted to look at and have great credit. Then after a full day at the dealership we drive it off the lot to realize they lied about it having wireless Apple CarPlay which was a must for me. They told us to buy an adapter and they would reimburse us. I sent them the receipt the same day 2/18/23 and as of today 3/22/23 not only have we not been reimbursed for it they still havent paid off the vehicles we traded in! So now we have the previous loan companies hounding us for payment, we still havent received a bill from the new loan company, and the finance manager just keeps telling us they are looking into it!! Edit: I emailed ******************************* on 3/22/23 and of today 3/28/23 still havent received a reply. The finance manager still has no idea what the hold up is and told us to continue making the payments on the vehicles we traded in as well as the vehicle we purchased from them!

  Business response

  04/04/2023

  I have attempted to contact you. I have also sent out an email trying to contact you. PLease call me at the office at ************ or mobile ************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 ************** started to turn off while I was driving it anytime during traffic which made it very dangerous. I took my car to the dealership once in June, September, and October, but the dealership couldn't find out what was wrong with the car. At first the Dealership said it was the Crank Shaft position sensor and tune up. On January 2 my car would not start. I was told that I needed a new engine because the compression was gone. So I got with Kia ******** affairs (case number ********) to see of there was a recall but they said they could not help. I was told I need a new engine and had to pay $7300 on Feb 2 to get an engine replaced at Clay *********************** Before the repairs were finished the dealership called and said there was a part that was broken and I need to pay $600 for it. I'm 100% sure they broke it. Once I got my car back 2 weeks later the car engine broke and it overheated. I was told that the entire engine was not replaced and only the short block was replaced and that I needed to pay $2500 more to replace the heads to the engine. This total repair was only quoted at $7000 and now the total is $10,400 not including rentals and the money spend in 2022 for attempted repairs.

  Business response

  04/17/2023

  customer has been taken care of. No further action taken

  Customer response

  04/25/2023

  I am rejecting this response because:   No additional actions have been taken to resolved this issue. I was told and Quoted for an engine repair over the phone. I didn't know it was just for a reman engine. After the $7200 repair the engine overheated because the heads were not replaced and could not perform to the specs of the remaned short block. This should have been included, tested, and even replaced to begin with. I was asked if it was driven while overheated? It was not driven while overheated The hand moved to H then back to C in less than .5 seconds while driving. However included are 2 pictures of different *** vehicles that show the thermostat. These do not even go to half way it is my belief that no *** ***** thermostat does. I informed *** of this when I first got the car in 2016 and was told it was ok and it has been. 

  I am updating this reply so that the Complaint stays open until this issue has been completed.

  Business response

  04/26/2023

  The Customer has been taken care of. He has been in touch with Service Director *********************** , and the issue is handled

   

   

  Business response

  04/27/2023

  The Customer has been taken care of. He has been in touch with Service Director *********************** , and the issue is handled

  Customer response

  05/15/2023

  Even though I feel that I should not have to had to pay for this engine head. I was given a discount and had to pay $1500 dollars. I got my car back May 8th and on May 11th the check engine light came on.. I have uploaded the cost of these repairs. Original cost $6800 and now I have paid $8700 and still have a car with a check engine light on. At this point I just need the car fixed at no additional cost to me. This should all be under warranty.   

  Customer response

  05/30/2023

  UPDATE

  This issue has been going on since January 3rd. It is now May 30th My car is still at the dealership. I have to rent cars just to make it to work because the dealership will not give me a loaner. Total cost after 3 repairs is $8700 not including whatever this is about to cost.

*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. ↩