ComplaintsforClay Cooley Kia

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I delivered my car to **** Cooley on August 10th of this year. After being told it would be given back to me in about a weeks time, I still have yet to have any viable responses as to what's going on with my vehicle. I have been left without transportation for months, and they refuse to give me a loaner vehicle for this. They cannot even provide a timeframe for when this will be completed.

  Business response

  09/24/2024

  spoke with client, I went through the process and what part of it we are in. Client is fully up to date and has expectations. 

  Customer response

  09/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased 2022 **************** in May 2024. Original key was lost and found later. Dealership made me another key and found the original key later and refused to program both keys together so I have one that is unusable. This vehicle supposedly underwent a 160pt inspection which is a lie. Found out after we purchased the vehicle that passenger side front window gets stuck when trying to roll the window down. Engine air filter was never changed and rear breaks need to be replaced. In addition to all of this there were several recalls on the vehicle that were identified in March 2024. None of these recalls were addressed while at the dealership. Additionally the dealership tried to get us to pay $4,000 over blue book price for the vehicle. We had to walk out an come back the next day to get a reasonable price for the vehicle. This dealership is absolutely terrible. Stay away!

  Business response

  09/17/2024

  Mr *****, my name is *** *********, I am the general manager at Clay Cooley Kia, bring your vehicle by I would be glad to program your key, I will also perform a free multi point inspection on your car.

  I will give you a discount on any work that you authorize

   

  *** *********, my mobile phone is ************

   

  Customer response

  09/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a *** and the paperwork I got was for a different car, not for the car I purchased. The vin number on the car I purchased does not match the vin number on the paperwork. I also got the wrong spare key. Not only that but Im paying car insurance for a car I dont have. The vin number I provided my car insurance was wrong, I went off what my paperwork had. This is the second time I had a bad experience with Clay ***********************

  Business response

  09/05/2024

  this issue has been taken care of and the customer has been recontracted on the right vehicle

   

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** ***** is a HORRIBLE customer service ***resentative!!!! This car been in the shop almost a month, I had to BEG for regular communication and updates. Then these people just lost the BEST Manager they had and had the AUDACITY to promote her to Manager!!!!I'm so ****** I don't know what to do. Her call was played back, she was rude, snide and shirt during our conversation and she never knew anything! No updates, didn't know the process, when is my part coming, what's the time frame... NOTHING!!And I finally get a call today that my vehicle is ready and it's not clean, they couldn't find it, took 25 minutes, a whole entire part was in my back seat that came from under my vehicle. She was my service *** initially and didn't check anything herself! I'm so disappointed I can explode... well I actually just did explode on her. I couldn't take the lack there of any longer! If you come, get anybody but ****** *****!

  Business response

  09/10/2024

   SPOKE TO CLIENT 9/8/2024 AT 10:48AM, CLIENT LET ME KNOW THAT THE VEHICLE HAD A STAIN IN THE REAR SEATS ON THE SEAT AND THE *********** THAT ARE NEW. LET THE CLIENT KNOW SHE CAN BRING THE VEHICLE IN AND WE CAN GET A FULL INTERIOR DETAIL TO GET THE VEHICLE BACK TO HOW IT WAS BROUGHT TO **. CLIENT AGREED THAT WE COULD GET THAT DONE AND HAD LET ME KNOW THAT SHE WAS FRUSTRATED WITH THE LACK OF COMMUNICATION WITH OUR PREVIOUS MANAGER AND ****** HER SERVICE ADVISOR. I SPOKE WITH THE CLIENT ON OUR PROCESS. LET THE CLIENT KNOW THAT WE ARE SORRY FOR THE INCONVIENCE ASWELL AS THE LACK OF COMMUNICATIONS. CLIENT WILL BE BACK FOR FULL DETAIL AND OIL CHANGE, WHICH WE WILL COVER. 

  Customer response

  09/16/2024

  I am rejecting this response because:   The new manager called me, presented options to  assist getting my car a free oil change and another service. He stated he would need to speak with *** ********, I never heard anything back from the Manager, as he stated he would call or text me to confirm the decision.

  Business response

  09/24/2024

  Spoke with client and have confirmed the solution. Client will receive a oil change and a full detail. 

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 16, 2024, I bought a 2023 Kia ******** from Clay Cooley Kia in Irving, ** . I made a decision after 3 weeks to cancel several warranties purchased with the automobile. On June 5, 2024, I filled out the **** Cooley Automotive Product Cancellation Request Form, requesting the cancellation of Ally Maintenance, Gap (Debt Cancellation Agreement) and ********* coverage -(attached). After forms were submitted, I contacted **** Cooley and got very little help. I then called all 3 Ally warranty divisions on July 5, 2024 and was told that all policies were cancelled by them on June 24, 2024 and the refunds sent to Clay Cooley Kia. They said it was Clay Cooley Kia's responsibility to apply refunds to my car loan. That was 6 weeks ago. I was told on June 5th by Clay Cooley Kia that it would take 5-6 weeks for the refunds to appear on my loan. Then it was 6-7 weeks and now 8-9 weeks. To date the refunds have not been applied to my car loan. A call from ***** ****** the General Manager noted that he would personally make sure to send a refund for the ********* warranty of $1495 plus the tax for a total of $1600 immediately. That was July 10, 2024 and as of now I have not received the promised check. Mr. ****** said he would promptly send and he is now asking me to fill out the **** Cooley Cancellation Form again.I would like to be reimbursed for the following:- $1600 The ********* warranty and the amount of taxes I paid - $942 Ally Gap Warranty (Debt Cancellation Agreement)- $681 Ally Maintenance Warranty - All finance charges that continue to mount and for which I have been paying on all 3 of the above warranties since June 5, ***************************************** good faith, I have spoken to numerous **** Cooley representatives who have given their word that this matter is complete and the issues resolved.However, I find that not to be the case. Nothing is getting done. I would appreciate your immediate attention to this to bring closure to these matters.

  Business response

  08/07/2024

  A check request in the amount of $3,211.44 was submitted today for **** *****.
  
  

  Customer response

  08/09/2024

  I am rejecting this response because:   

  What does 'a check request' mean?  So, the check is not being sent yet - only 'a request'
  Clay Cooley Kia has had my refund from all 3 Ally warranties since June 24th.
  Why is the 'request for check' only now being made, 6.5 weeks later only after I contacted the BBB.  And it is only 'a request'
  I was told that my refunds were done weeks ago 
  Mr ****** said he was 'personally' making sure the check for $1600 was being sent to my mother's address a month ago
  
  
  $3211.44 does not cover all the interest I have been paying since I cancelled the warranties with Clay Cooley Kia on June 5, 2024
  
  
  It is only fair and the right thing to do for Clay Cooley Kia to send me a check for $3700. To pay for all the interest I accumulating and paying because they can not submit their paperwork in a timely manner and only did it now because I contacted the BBB.  Why do I have to pay for their mistake
  

• 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.

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