ComplaintsforClay Cooley Kia

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a brand new *** ********* from Clay ********************** in late 2022. We recently had our door handle pop out of place and took it in to get fixed under the warranty. *** has a 60K bumper to bumper warranty and there was no user error on our part, the handle just popped out one time when opening. The service technician at **** ********************** said its probably covered under warranty and if its not he would let us know before work is performed. Well, he did not follow through on his word and instead told us it was fixed and gave us a bill just north of $180 for less than 30 minutes of work with no replacement parts used. At that point I had to pay since he had already fixed it. I then hoped to get our money back after re-reviewing our warranty information and calling the service manager ****** since our case should have DEFINITELY been covered under warranty. He told us about two months ago he would send us a reimbursement check but nothing has appeared. We have tried texting ****** multiple times but he has continually gave us the run-around and not actually reimbursed us. This only compounds the fact that we were charged a decent amount over MSRP for the car and also had a bunch of add ons that they were very pushy on when selling our car. Weve just had such a bad experience with them and are just seeking our reimbursement check and hope to never have to deal with them again. Just seems like a greedy company that takes advantage of people, and I wont recommend them to anyone.

  Business response

  07/26/2024

  PLEASE NOTE THAT THIS IS NOT A CLAY COOLEY KIA COMPLAINT IT BELONGS TO CLAY ********************** CHRYSLER JEEP DODGE RAM.

   

  I spoke with the service Director and the response is below:

  She rejected the offer to have the vehicle looked at and an estimate to be provided. If her issues are in fact a defect in the part and are within MOPAR parts warranty guidelines, then it would not cost her anything.She thinks though that anything that is wrong with her car is related and it just does not work like that. 

  Business response

  07/26/2024

  I am checking on this complaint further and will respond shortly.

  Thanks

  *****

  Customer response

  07/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 2023 ******* from Clay ********************** in May 2024. The agreement in writing was that they would pay off my car that was used as trade in. This took place in May and to date trade in not paid off. I have made numerous calls but no action taken.

  Business response

  07/30/2024

  ************************ vehicle has been paid off.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Where is my money My name is ************************ a loyal customer of ****************** for many years, but now for the first time I had very bad experience.On March 13, 2024 I came to the dealership Kia **** parts department and ordered shock absorber with coils and payed $468.69 in cash. When I got the package and took it to my own mechanic and opened the package the coils were missing. When I came back to Kia **** parts with the package then I realized that my order was not given proper attention and the order taker didnt hear what I said. Anyway I requested full refund since what happened was not my mistake this was on March 16, 2024 and I had been told that I will receive my refund within less than a week will be called to pickup my refund. Since then nobody called me and whenever I call nobody answer my call.Now because of your unprofessional business practices you left me stranded with broken care for more than a month without transportation. I dont understand this kind of business practices that you do to your customers. I am frustrated angry and if I dont get my full refund of $468.69, the only option that I left with is to contact ******* ***** consumer department followed by legal action to recover my money.******************************* ************

  Business response

  05/09/2024

  This check has been issued and has been sitting in the parts department, ready for the customer to pick up

   

  Parts Manager attempting to call customer

   

  No further action taken

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was towed to Clay Cooley Kia in July 2023 my car had been stolen twice and vandalized. The insurance company was supposed to pay to fix it however I was battling with them and also contacting *** regarding the lawsuit that is ongoing and for assistance with getting a tow however I still haven't heard back from them nor did Clay cooley kia ever communicate to me that I would incur storage fees nor for me to come and get it. I would like to pick the car up and work out something if possible as this feels wrong and there was a lack of communication

  Business response

  03/06/2024

   

  Clay Cooley Kia will waive storage fees with stipulation that the vehicle it's to be removed from our property by March 11, 2024 5:00 pm..  If not storage fees will continue to accrue.

  Customer response

  03/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-15-2023, I took my vehicle a *** to this Clay Cooley Kia Irving, ***** **********. This vehicle was purchased from this dealership in the past. Due to So many Safety Recalls with *** ****** with vehicles being broken into and posted on you tube. This was *** Challenge Software that was sent out to all *** ****** to upgrade the Software. On 12-15-2013 08:23AM Car was checked by a Service Tech. The car sat at this dealership for Almost 2 Hours. When they brought the vehicle back to Service Bay for Releasing, I notice my Black Seat Cover missing, Gone. I suspected foul play at this time, and this prompted to check my Vehicle Thoroughly again. I checked everything; and found my Back Trunk Floor Box Handle forced and broken, with Locking Mechanism Broken when you lift it. This Handle was standing upright like someone opened it with force and left it up in hurry. T There was no business for any employee of this *** ********** to go to the back of my vehicle and access a trunk area. No inspection was requested for any other problem period. This was Software Upgrade for their *** Model Vulnerability to get stolen or broken into.*** Recalls Letter are coming in one after another. Asked this dealership to repair or provide Camera's footage where an employee of this dealership intentionally accessed the back of this Vehicle and caused a damage worth more than few hundred dollars labor is not included. I need this repaired as soon as possible. Corporate office of Clay Cooley KIA in Irving was emailed as an Initials complaint about this Trunk box being forced and broken from handle and locking mechanism came a part. This was all on cameras at this dealership and then I spoke to a Service Director Named *******, who in-front of a witness, said he would call back; but he did not call back this week December 2023. Employee of ****************

  Customer response

  12/28/2023

  Date of even of this incident was 12-15-2023, Check-in Time was 08:23AM To Check out time was 10:07AM at the service area bay exit port.  When spoken to ****************** a director of services at this Kia ********** of Clay Cooley Kia ****************************. It was around the next week of 12-19-2023 approximate. He stated he would have the I.T department of this ********** to look at the the images of video cameras and he will call be back in two hours in front of a witness with me.

  Director of services at this Clay Cooley Kia *********************** ***** (*******) did not return any phone call at all. No response back from this Kia ********** in **************************** after even in-person complaint around 12-19-2023 approx date, to **************** ******* whom did not provide any contact information or phone number for himself. Written complaint to corporate was emailed on the 12-15-2023 to ********************* and Owner Chase Cooley at **********************  right after the damage occured at this dealership while my vehicle a *** was getting a ******** Challenge online where ***s are effected by being damaged due to its RecalLs for Safety.

  Both the owner and his assistant aka a ******************************************** at the above email address provided by this ********** of KIA *********************** ***** according to their employees whom provided this information when contacted on the same date of damage caused to my vehicle Where an employeee of this dealership went back of my trunk area where they should have not been at all because there was no inspection request or any request of services at this KIA ********** except a front area ******** update.

  So why are employees allowed to go to other places of the vehicle in their care for safety recall services of ******** only. It's not only pathetic and its down low criminal intent to cause harm to customers who are public safety employee of local government. 

   

   

  Business response

  01/09/2024

  I had tried to contact **** many times to resolve this issue, both by phone and email.  I told **** when he brought this to my attention that I would have to order the part and that it could take up to a week for the part to come in.  We have never told **** that we did not want to resolve this.  ****, finally retuned my call and we will have this resolved on 1/12/2024.

• 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. 

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