ComplaintsforClay Cooley Hyundai Mesquite

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We, as a family, have purchased multiple vehicles from this dealership, even before it was Clay *********************** We never had an issue until now. I traded in a vehicle (2024 Hyundai Elantra) back on 3/18/2024. Once the trade was paid off, on 04/02/2024 l sent in a request for the cancellation and refund of the *** insurance and the maintenance plan. ***************************, the finance manager, has been more than helpful during this process. I emailed him my paid-off letter from the bank, the cancellation form request, and the odometer reading, as requested. ************** was prompt and professional in sending these documents over to the cancellation department. This process usually takes eight weeks. During these months, ************** has been responsive to my communications; however, it seems the cancellation department has not done anything with my request to refund the maintenance plan of the traded vehicle. Hyundai Finance was prompt in refunding my *** insurance. It is now July 11, and I have yet to receive the refund from Clay ********************** for the maintenance plan. I want my maintenance plan refund check mailed to me immediately.

  Customer response

  07/14/2024

  Greetings, 

  ClayCooley has sent me a refund via mail. 

  Thank you!

  Business response

  07/15/2024

  Attached is a copy of the check that was issued 7/10/2024 to be delivered to the customer for his maintenance contract. His gap refund was debited from us by his lienholder.
  

  Customer response

  07/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My issue with this dealership is that they were very unresponsive to any concerns once the sale was finalized. Especially with finance. I end up getting the run around or my calls dont go through when I try to get my concerns addressed. I currently live out of state from the dealership so going in person isnt an option right now.My 1st complaint with getting my **************** plan cancelled. I tried to cancel it through the dealership but they completely blew me off when I contacted them so I ended up canceling directly with Easycare.Once my plan was cancelled, Easycare informed me that the refund goes to the dealership directly and they got the payment on May 11th. This was confirmed by 2 different representatives from Easycare. I called the dealership multiple times to request an ETA on when Ill be getting my refund but they kept on giving me the run around.Once I was finally able to get a hold of someone from finance, the person I spoke with claimed that they do not process Easycare refunds. Since then, my call goes straight to voicemail every time I reach out to finance.The 2nd issue I have with this dealership is with them signing me up with ***. They set me up with the basic package that does not provide tracking for the car. I have contacted the dealership multiple times about it but Im yet to get any assistance

  Business response

  06/07/2024

  I have been in contact with ************************ and have already connected her ELO (GPS) system. The *****care rep has been in contact to get refund resolved as quickly as possible. 

  Business response

  06/07/2024

  I have been in contact with ************************ and have already connected her ELO (GPS) system. The *****care rep has been in contact to get refund resolved as quickly as possible. 

  Customer response

  06/16/2024

  Case is still pending. Im still waiting for EasyCare refunded. Business owner and I are still working on getting this resolved. 

  Customer response

  06/18/2024

  I am rejecting this response because:   

  Case is still pending. Im still waiting for EasyCare refunded. Business owner and I are still working on getting this resolved. 

  Customer response

  06/20/2024

  Complaint has been resolved. I have received a refund for EasyCare and the Elo app is working perfectly. Thank you for your assistance. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my 2022 Accent 6-22-22. I paid off my 2022 Hyundai Accent November 10, 2023. I received a letter stating that the note was paid off and that I needed to take letter to local DMV for copy of title. I went the first time to them and they gave me the paperwork for me to fill out and mail to state for title. I received a letter of rejection because the vin number was entered wrong on the orginal paperwork filed in ************* for the registration. After 2 months of back and forth with the local office in ***** they finally had the vin number corrected and told me to resend the application in for title. I got another rejection letter this time stateing that there is no title to this vehicle. Hyundai finance is not any help either. After 5 months I want a full refund of this vehicle or my title.

  Business response

  03/22/2024

  I was not aware of any issue with this vehicle.  Upon receiving this complaint, I looked in WebDealer and the title was rejected after it was processed back in 2022.  There is nothing that tells the dealers if it rejected after Dallas County processes it.   I have found that the paperwork was correct, however the incorrect MCO was uploaded into Webdealer.  We are in the process of getting a duplicate from Hyundai and in touch with ************* to get this corrected.  

  Customer response

  03/24/2024

  After both rejection letters from the State of Texas DMV I contacted ****** financial services.  They informed me that Clay ********************** had been notified about the mistake and needed them to contact them with the title information.  The last conversation with the fiance company they informed me that Clay Cooley Hyundai Mesquite did not have the title on their property when I purchased the car in 2022.  The first registration of this vehicle was for 2 years and a upcoming new window sticker is due in July.  Regardless of the data entry mistakes I have paid for this vehicle in full and expect the title in my possession. 

  Customer response

  03/25/2024

  This is a copy of the email I received from the finance company upon finding out where my title is.

  Customer response

  03/25/2024

  I am rejecting this response because:   

  I have sent this title application in twice and paid the fees both times only to be rejected for the title is not in my name and has never been titled in the state of ******

  I have been waiting since november 2023 to get this title only for everyone to say it is not my fault.  Well it was for sure not mine.

  I want my title ASAP.  It is a crime to sell a vehicle without the title in hand.  And that is what Clay ********************** did.  Sold me a vehicle that had no title on the premises.

   

   

  Customer response

  04/15/2024

  As you can see I have not received the title for my vehicle as of today 4-15-2024.  At this point I am ready to contact an attorney to resolve this matter if I do not receive the title ASAP.

  I am not getting any response that is taking the blame for this error or any resolve to rectify it either.

  Customer response

  07/08/2024

  No I never received the title.  I went back to clay ********************** and the ** *** took the car back and swapped it for another car. They gave me $14000. For my 22 accent and they offered me a 2017 Sonata. For even exchange.  I am now driving a 5 years older vehicle with twice the miles as my accent. I am still out $10,000.00 and feel I should be compensated for the amount.

  Customer response

  07/12/2024

  No I never received the title.  I went back to clay ********************** and the ** *** took the car back and swapped it for another car. They gave me $14000. For my 22 accent and they offered me a 2017 Sonata. For even exchange.  I am now driving a 5 years older vehicle with twice the miles as my accent. I am still out $10,000.00 and feel I should be compensated for the amount.

  Business response

  07/19/2024

  OUR RESPONSE TO CUSTOMER
  I was not aware of any issue with this vehicle.  Upon receiving this complaint, I looked in WebDealer and the title was rejected after it was processed back in 2022.  There is nothing that tells the dealers if it rejected after Dallas County processes it.  I have found that the paperwork was correct, however the incorrect MCO was uploaded into Webdealer.  We are in the process of getting a duplicate from Hyundai and in touch with ************* to get this corrected.  

  Business response

  07/19/2024

  UPDATE

  This is a vin correction so we have to provide the title that was used in error and that title is an Oklahoma title. We applied for a duplicate since the first one never arrived. We received a receipt for a title being printed on 7/8 which means the title will be arriving any day now for me to do this vin correction.
  
  

  Customer response

  07/22/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This occurred between 2/3/24 to 2/7/24 where the dealership advertised one price but tried to charge me a different price (Against ***** Law). Additionally, they performed a bait and switch on the trade value for my car, telling me they would give me a price for my trade then not giving it to me once I have ********+ hours to get there. Attached are the screen shot of the advertised price "The Price You Pay" and the texts with their salesperson agreeing to price and trade and pictures of the offers they gave me that include add-ons and not the correct trade amount.

  Business response

  02/23/2024

  We were ok with selling advertise price his issue was wanting 25k for his trade he. He sent screen shots of text showing where the trade was issue. 

  Customer response

  02/23/2024

  I am rejecting this response because:   This response while accurate in part omits some keys points and does not offer a resolution to this issue. Two sales people from the dealership agreed to the $25,000 in trade value for my car (****** and Te'ler) and ****** confirmed the trade value via text message. Additionally, while at the end the price shown was offered it was only after the the salesperson Te'ler told me on multiple occations and offer sheets that the "Value Added Items" were already installed/applied and can't be removed. Those add-ons were only removed, or as Te'ler put it "Discounted", after I repeatedly informed her this information was not anywhere on the pricing for the car online and violated ***** Pricing laws if these "Value Added Items" were "Required" for sale.

  What is the Dealer offering as a resolution?

  Business response

  02/27/2024

  We have the same answer as previously stated.  We have exhausted every effort for this person and cannot pay what he is wanting for his trade.

  Customer response

  02/27/2024

  I am rejecting this response because:   The business acknowledges that their sales personnel agreed to a trade value ($25,000) to get me to drive 4+ hours each way, as evident by text messages, but then retracts that agreement once I make the trip. The business is confirming that they performed a bait and switch on the trade value and will not correct their actions to make it right with me, the customer. This business operates without integrity or ethics and just doesn't seem to care about customers or their reputation.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is *************************. And im reaching out because I have a complaint and some issues that I need to be addressed. I bought a Hyundai ELANTRA 2019 from the Clay ********************** in Mesquite ***** In November of 2021. When I first purchased the car, I was promised to get my radio system fixed because the Apple CarPlay does not work on it and also a mat for the back of my car. Because the one that was in there had paint all over it it took them about two months to look at the car and they determined the car needed a *** which they changed in the Apple CarPlay still did not work so they told me they needed to order a radio system and also the the mat arrived at the same time which they ordered the wrong one. During the time I was working with the employee named ****, which I was notified, he no longer works there. They did order the radio system but did I wasnt able to make it during the time due to my mother having brain surgery they said I can reschedule which I did and and not even a week later they sent the part back. When my mom was well enough, I reached out again and they said they needed to do another diagnosis on the car and they told me the *** needed to be changed. I informed them that its already been changed if they did not resolve the issue and they told me they still needed to do that which they did and it did not work once again and they told me that they were going to order me a new radio system after talking to higher management. *** been consistently calling trying to get this resolved, and everyones giving me the runaround saying they have to reach out to higher management. And theyre going to get it ordered and I still have not received a phone call. I got tired of making 10 phone calls a day getting hung up on so I started texting also making trips up there wasting my own gas to get answers and which I was not getting any replies, which I will provide the attachment. Ive been dealing with this for two years

  Business response

  11/15/2023

  The vehicle has been repaired and has been picked up by the customer.

  Customer response

  11/15/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 23, ***************** Clay ********************** of Mesquite, TX to look at cars. I asked to work with car salesman ***************************** because my friend bought a car fro him about a month ago. They knew I was cautious of buying any car without the approval of my husband first since I told them he was deployed. *******************, the finance sales manager told me that they have a 100% 3 day money back guarantee to ease my concerns. I initially agreed at a car price with their incentives and they asked for a $1000.00 deposit to secure the car because it was still in transit. The finance sales manager realized that ****** sold me the wrong car that was much more expensive. ************** switched the vin number and rushed it over to me to sign and gave me a copy of the car's correct vin and MSRP total price of $45,630. Coming home a few hours later I took the time to carefully look at my sales sheet and noted that they charged me more for the car and inflated their prices to match $50,000 (they took off an additional $257.37 to make it an even $50k). I was misled and trusted them that they had adjusted my actual car price that I intended to buy. I brought it to their attention on the same business day and ****** said it would be taken care of. ******** day #2, I still haven't received my updated sales agreement. I was already contemplating to cancel my sale with them because they purposely tried to sale me a higher priced vehicle. I did not sign off on the new updated purchase agreement.******** day #3, I texted my sales car dealer to cancel my sale. He was trying to convince me to reconsider and told me to just pay MSRP plus title and tax or he would give me a refund on my deposit. Him and his sales boss even tried calling me, but I no longer wanted to have any more conversations with them. They knew my husband was deployed and they took advantage of me. I have all the text messages between my car salesman and myself to support my complaint against the dealership.

  Business response

  11/21/2023

  We have tried to contact the customer via phone and text, with no response.

  Customer response

  11/21/2023

  I am rejecting this response because:   My credit card company resolved my unauthorized deposit charge of $1000.00.  Clay ********************** Mesquite car salesman was arrogant and deceitful when I told them that I no longer wanted to buy a car with them.  They only attempted to contact me after I filed a complaint with BBB and my credit card company held them accountable for an authorized charge, otherwise Clay ********************** thought I would be a pushover and not dispute the charge. Being a woman, I didn't want to respond to text and phone calls with them because they have made it 100% uncomfortable for me while they knew my husband was deployed overseas.  I am only responding now because this business is all of a sudden attempting to reach out to me after only a formal complaint is made public.  I am happy to have my deposit fully refunded, but it is to zero thanks to them.  

  Business response

  11/21/2023

  We have been attempting to contact this customer and request she call the General Manager of Clay Cooley Hyundai Mesquite.  ************************* ************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle in June of 2021. Included in purchase was an extended warranty with Ally Auto. Car currently needs repairs and when attempting to implement extended warranty it was revealed that there was undisclosed information about the vehicle and the extended warranty should've never been sold or initiated. Selling dealership called after extended warranty company reached out stating they would make this right and do whatever it takes for us to be happy. After offering to swamp the vehicle they then called with financing options for over 25K for the exact make and model of vehicle with no prior mention or illusion to their being a cost for this mistake. **************** manager acknowledge that the vehicle should've never been sold due to Lemon Law history and status not able to be under extended warranty. Selling dealer **** Cooley has not followed up with any resolutions.

  Customer response

  09/20/2023

  Dealership has stated they will complete repair at no cost to customer. As long as repair gets done within reasonable time frame the issue will be resolved 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 8th I took my car in for recalls and advised them I will be taking a trip. I was advised my car was all set to go. On May 13th at the beginning of my vacation and driving less than 100 miles, my car started to lose power, check engine light on and loud noises. Paid to tow my car to a storage until I return from vacation. After ending vacation I rented a uhaul and trailer to tow back to ******. Towed my car to Clay ********************** in Mesquite on May 22d. Left several messages for updates. Received a call weeks later stating I need a engine. Received a call days later saying the manufacturer will replace the engine due to the recalls. Received another call days later requesting maintenance reports. After stating I do not have the reports they stated they will contact the manufacturer for other options. The end of June I received a call stating the manufacturer will not cover the engine. Left messages for the month of July with no response. August 1st I contacted the manufacturer customer service for updates. August 8th I received a call from the manufacturer customer service stating they will not replace engine due to the warranty. Received a call from Clay ********************** requesting for me to get my car as the engine will not be replace due to lack of maintenance. August 28th sent AAA to pick up vehicle. Clay ********************** was unable to locate my car. I walked the lot to locate my car in the very back very dirty, engine taken apart and not together and all the buttons on the keyfob missing. Spoke to the Manager ****, stated he will have the car back together and keyfob working. August 30th received a call from ****, car is back together but unable to program keyfob. September 6th **** called stating they are still having problems with the keyfob and will contact the manufacturer. As of today, September 11th, I have not received my car with keyfob working. My car is still at the dealership and no updates.

  Business response

  12/21/2023

  ATTEMPTING TO CONTACT CUSTOMER

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/31/2023 $26,513.53 I was signed up for a service I did not want or need. Clay ********************** has already paid back half of my claim.

  Business response

  12/21/2023

  Customer refunded

  Customer response

  12/31/2023

  Clay ********************** added fees to my purchase of a car that I did not need or want. I had explicitly told the sales agents that I did not want any add-ons. The trick they use to hide these charges from unassuming buyers is to fraudulently change the ticket price of the car. Please see images added.  
  Clay ********************** has already refunded me $532 for a bogus insurance named "FG3YR". This should indicate their willingness to settle when called out when using acronyms in deceiving the the public.
  I am contesting my redundant payment of $543.71 for a service called ELO GPS. I purchased a brand new Hyundai that includes a complementary ****************** This is a service that does exactly what they conned into my purchase agreement.
  The only reason to why Clay ********************** refunded me on insurance issue was because I contacted Hyundai ***. The agent had mentioned to me that Clay ********************** was a rogue dealership and "the worst" they had ever dealt with.
  I am asking for an immediate refund of $543.71 as i was defrauded by **** **********************.
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2023 Hyundai Tucson SEL from Clay ********************** Hyundai in Mesquite. It came with a full warranty. They install a *** GPS Tracker on all new cars. This is an aftermarket part, and voids any warranty effected by the *** GPS Tracker. My new vehicle had the battery drain completely down twice so I had the tow service come out and help with the vehicle. We got it to AutoNation Hyundai in ********************. All Certified Hyundai dealers are supposed to honor the Warranty.They did a drain test to find out what was draining the battery. They said someone installed a GPS Tracker that was draining the battery and it was an aftermarket part. They unplugged it but charged me $227.76 in Labor due to they do not honor a warranty on any aftermarket part that c causes any issues with the vehicle.After it was unplugged I had no other problems with the battery draining. I did have the main Screen go black twice in less than ***** miles but came back on in about 5 minutes of driving. I am not sure what caused that but decided to trade my new vehicle in on a **** ***** since I know they honor their warranty.I went back to Clay ********************** in Mesquite and waited about 4 hours for them to check the car out. They tried to show me the drain amount when hooked up, But it was still pulling *************, they just said well it will stop after everything shuts down. It never did. I just asked them to completely uninstall it and they did. The Service Manager said they would send me a check for the $227.76 the other dealer charged. I have never seen the check, and doubt I will. I will never buy anything from Clay ********************** again. This cost me money, time, and a loss to trade it in for a more dependable ***** since the warranty obviously doesn't mean anything. When I mentioned the screen going out at AutoNation *****, they just said, oh we haven't ever heard of that.I would like at a minimum the $227.76 labor charge returned to me.

  Business response

  12/19/2023

  Attempted to contact customer

  Customer response

  12/19/2023

  I am rejecting this response because:   I have no idea how you tried to contact me.  My email is ********************** And my phone number is ************. Your service mgr said I would receive a check for the labor I was charged and I never received anything.  I wrote Corporate and received an apology call and was told they would send me a $250 **** card and apologized.  Still never received anything.  It is not that much about the money as it is the principal.

  ****

  Customer response

  12/19/2023

  Just so Clay ********************** knows, I am a Veteran and whatever money you send me I will send you a receipt that I donated that money to the ************************** which I work with.  We can post that receipt on the BBB website and both be happy.

*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. ↩