ComplaintsforClay Cooley Hyundai Mesquite

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this car that is now inoperative due to an engine blown. I contact this employ Mr. ***** the manager several times about something going on with my car. When I drove it off the lot the check engine had come on and didn't go away. I took it to mechanic after mechanic and they said nothing is wrong with it. So within six months I had to get a fuel gasket among other things. I have receipts from the time I got all these stuff done to my car and I have to get my Walmart oil change receipts because I kept up with the maintenance. Hyaundai is blaming me for not keeping the upkeep of that car when I have had issues and a case since October 5 2021. I am not going to be blamed for a situation when I have been deligent on letting somebody know that my car was having issues from the jump! Infixed everything that mechanics told me to do and my engine still blew out on the Highway endangering my life and others around me. And I have to come out of pocket for a car that wasn't under any warranty they didn't give me that option at all. My problem started at clay Cooley, my issue is with Hyundai National america. I could get a diagnosis from the car to see what needed to be worked on because I am not the owner. I think they are hiding what was wrong with that car from the jump I bought it and now I'm paying the price because they failed to show me or give me a check up notice when I bought the car. I need questions because I should have had to do this much work on a car I bought, unless it was already messed up in the first place. Which I was told by the manager *****. That they wouldn't sell me a faulty car, that's exactly what they did.

  Business response

  02/04/2023

  Customer purchased collateral from Clay Cooley Hyundai Mesquite, Tx on 6/25/2021. Vehicle was sold as is no warranty I have attached a copy of documents for your review.
  
  Vehicle was serviced, oil changed and the state inspection was performed on 05/26/2021 by Clay Cooley Hyundai Mesquite no check engine light or service issues present.
  
  Customer loan was purchased and financed by *********** Dealers Advantage on 12/22/2021 this is her lien holder not Clay Cooley Motor Company.
  
  Customer can contact me direct if she has any questions about her contract or vehicle being sold AS IS-NO Dealer Warranty.
  
  I will assist customer to the best of my ability to resolve her concerns.
  
  Cindy *******
  Operations Manager
  Clay Cooley Motor Company
  ************ office
  ************ company cell

  Customer response

  02/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  How do I contact you personally. Also reached out to the auto line program and they said I have the wrong department so I need help. And did you say the last oil change was 5/26/2001???? I need to talk to somebody to get this handled please this has been a complete nightmare.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Hyundai Tuscon Hybrid from Clay Cooley Hyundai Mesquite in May 2022. We were told that the Easy Care/ Family Guarantee package was required to purchase the car from them (even though the paperwork stated it's voluntary) but later learned that it's actually voluntary and we can cancel. We filed the cancellation paperwork in early June for the refund with the finance office. Clay Cooley Hyundai Mesquite told us that the refund is usually issued within two months. When we followed up on the status of the refund, we were told that the finance team had not submitted the paperwork to the accounting department and so they had to resubmit again in September. It has been six months since we originally submitted the cancellation paperwork. I have called and emailed multiple times but the check has not been issued to us (we paid off our car in June) nor do I receive any calls back from their accounting department. I would like Clay Cooley Hyundai Mesquite to issue the refund check asap. We have already paid off our car. Amount due to us is $2995. Contact at Clay Cooley in the accounting department is Liz ******, ext. **** (she has not returned my calls. My other calls and emails have been with the finance department - see emails attached).

  Business response

  01/24/2023

  Refund was issued.

  Customer response

  02/13/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Original refund check sent on 1/24 was sent to the wrong address (wrong street name). After calling Hyundai Mesquite multiple times, I was able to get a new check issued to the right address, this time sent via FedEx on 2/9. We received the refund check on 2/10/23 so this is now resolved.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm going to try to keep it sweet and simple my car broke down like in June or July they told me what the problem was and it was gonna cost me $625.23 I said ok fix it. I drove it for a week or a week and a half and it broke down again this time they told me what the problem was and it's gonna cost me$1,312.15, so I said ok fix it. this time I drove it for a week and broke down again it's been At Clay Cooley Hyundai in mesquite Tx SINCE SEPTEMBER 2, 20220 I haven't heard from them about my vehicle was the reason this time this is unacceptable for a customer this is unprofessional for a business like this and I need your help

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/09/27) */ Customer has been in constant contact with Store and advisor, providing weekly updates with customer. Customer has asked us to drive his car during the time it has been here to make sure light does not come back on for a Hybrid related issue. We called and communicated with customer just today 9/27/22 and asked customer if he remembers the talks he has had with his advisor. Customer states he did not say the things in this review and he has been contacted and knows what is going on with his car. He stated he is just upset with his car being broke down. He now has requested financing options to pay for the required repair to his vehicle for Cat Converter needed to fix car. We are waiting on customer approval at this time to proceed with ordering parts, and to repair vehicle. Previous repairs are not related to current customer concern.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle in may 2022 - was informed that there was a 3,000 dollar protection plan that was REQUIRED (non tangible item required) i did not want to purchase so sales spoke to their manager and was able to get it down to $1,500. July 2022- went over documents and saw the fine print on the protection plan agreement where it states it is optional . Called the dealership to cancel the protection plan (easy care 5 yr select upgrade plan) spoke to **** the sales manager he said he was going to sign the cancellation form and was going to have finance call me. Finance didnt call so i contacted them the following day - finance informed me that as soon as **** signs the form it was going to be cancelled. **** was out of office that day. Called **** the day after that and informed him that finance needs his signature to cancel the plan and **** informed me that when finance was supposed to contact me they were supposed to inform me that when the plan is paired with the sale it is not able to be canceled. I called Hyundai consumer affairs and informed them of it they mentioned that there are plans that are not able to be canceled but that my case wasnt that. It is cancelable i just need sales manager or higher up signature. I informed ****(the sales manager) of this and he said corporate is wrong but once again the dealership finance informed me that it can be canceled. I have canceled the plan with the third party (so it is cancelable) and now i need my refund from this dealership- which they are refusing to give me by not signing the cancellation form and giving me the run around

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2022/09/21) */ MY NAME IS TERRY CROWHURST WITH **** ****** HYUNDAI OF MESQUITE. I HAVE SPOKEN TO OUR ACCOUNTING DEPARTMENT AND WE JUST RECEIVED THE MONEY FROM THE CANCELLATION. WE ARE SENDING THE CANCELLATION MONIES TO THE LEINHOLDER HYUNDAI MOTOR FINANCE BY OVERNIGHT TO BE APPLIED TO THE CUSTOMERS ACCOUNT UNLESS THE CUSTOMER CAN PROVIDE PROOF THE LOAN IS PAID IN FULL. IF YOU NEED FURTHER ASSISTANCE IN THIS MATTER PLEASE FEEL FREE TO CALL AT XXX-XXX-XXXX Consumer Response /* (3000, 7, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello. I jut spoke with Hyundai finance and they informed me that they have not received the refund so my account has not been credited. i am waiting for this refund to be issued! Business Response /* (4000, 9, 2022/09/27) */ I have spoke with my accounting department again in regards to the refund and I have sent a copy of the Fedex label and a copy of the check that was issued for the refund. It shows we sent it out the very next day from when I responded to the complaint. We contacted the leinholder and they told us that it usually takes a week or so for them to process it and get it applied to the customers account. If you need further assistance feel free to call me at XXX-XXX-XXXX. Thank you and hope this helps. Terry Crowhurst **** ****** Hyundai of Mesquite. Consumer Response /* (2000, 11, 2022/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the credit on my account. Thank you for your assistance!

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 12th 2021 UnderDeal # XXXXXX , I purchased a 2017 KIA SORENTO from Clay Cooley Hyundai Mesquite. Upon test driving the vechile the washer fuild light on the dash board was on. I Pointed it out to the sales rep and she sated she would fill it up once . Upon signing the documents she took the vechile to be washed and gased up. Once I was awarded the keys ,I ponited it out to her and she said she forgot.The next day I went to walmart and purchased washer fluid and filled up the washer fluid reservior . The next day the reservior was empty. I contaxted my sales professional Chrisana Jansen who advised me to contaxt the service department for them to diagnose the problem. I pulled in to the service department and they advised I would need the set up an appointment. Which I did. The car was inspected and they advised I would need to replace the washer fluid reservoir. They then proceeded to tell me the part has been ordered as they did not have one onsite and it would take two weeks. I kept calling and got no response. Recently I went to the service department and they advised that the order was never placed yet they knew which part was required. They placed the order and have now refused to pay for the repairs and they have no record of me getting the diagnostic report and yet they placed the order for the part. I contacted the sales rep( within my 30 day window and she was well aware of the issue and now denies it. All I ask is they honor their word and repair the vehicle . As i did my part of reporting the issue and even during the test drive i pointed it out and they advised they would repair it. They stalled and delayed the part coming and now are backing off from their responsibility. I emailed the sales rep and clay Cooley and did not receive any response.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/03) */ This complaint is not for Clay Cooley Nissan. Please remove from Clay Cooley Nissan and issue to Clay Cooley Hyundai Mesquite. Thank you

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my Hyundai Tucson today 4-5-2022 to have the oil changed and the 20k service. When they returned my vehicle back my windshield had a large crack from the middle coming down the driver side. I immediately told them but they argued that I already had it when I did not. Then they argued its dark inside so i probably didnt see it. Today was a clear and sunny day i definitely would of seen it while entering my vehicle and driving it, you cant miss it! Then they told me they took a picture with the tablet but it's from a distance and the picture they showed me is shaded black and white where you can't see specific cracks but they argued it was there. I got nowhere with them. I called the protection plan I bought but can't use it they explained if longer than the length if a dollar they can't repair it. The whole thing needs to be replaced. I don't feel I should pay out of pocket for the damage they did in their bay area. I want to resolve this. Plus the service repair summary page indicates in the box next to windshield "Checked and Ok" the windshield is not ok.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/04/08) */ Contact Name and Title: Nathan A*********** Contact Phone: 972-402-6335 Contact Email: nm****@comeseeclay.com Customer is correct we do take pictures of every vehicle that arrives on the Service Drive before repairs are started or the vehicle is moved. The pictures of the vehicle clearly show the crack in the windshield when the customer arrived and we supplied a printed copy to the customer of the damages on the vehicle that the customer arrived with. there is a impact mark on the windshield and time stamped photos and repair order of the damages that the customer arrived with before any work was done or any staff member enters the vehicle. The damages were not caused by the dealership and existed prior to customer arriving for maintenance repairs. I have provided customer with another picture of damages that pre existed on vehicle when arriving if customer wishes to pursue. Consumer Response /* (3000, 12, 2022/05/06) */ ***Document Attached*** I would feel better if I saw the actual photo on the tablet that was used to properly distinguish if there was a crack. The white and grey paper photo did not show clearly that there was a crack. And I would like to know why wasn't I informed of it so I could be aware plus how did a "crack" turn into a large bigger than a dollar length crack run down the driver side when it wasn't there before. In my experience the shop would always let me know verbally and on paper what need to be repaired and if they saw a huge long crack that's a hazard why not tell me? The person who parked it I'm sure saw how huge it was I mean you couldn't miss it so it is frustrating that I was told oh you probably didn't see it geesh I'm not blind and you would have to be to not see it. Business Response /* (4000, 14, 2022/05/19) */ We have provided all information and pictures to customer and to case. Manager will be reaching out to customer 5/19/22 to arrange taking care of customer's concern

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 19, 2022 I went to **** ****** Hyundai of Mesquite to purchase a 2017 Cadillac ATS. I gave the dealership $2000 for a down payment. The very next day after signing all of my paperwork I get a call from the finance company telling me that they do not have any paperwork and that they need it submitted to them. The day after that something messes up on the car I return the car back to the dealership they agreed that there was something wrong with the car and that they were going to put it in the shop overnight but could not provide me a loaner car. I have work so I stated that I needed a loaner car and after being told no I told them I would like to return the vehicle. I returned the vehicle I was told my deposit was sent to Irving and that I could go there and pick it up on Friday. On Friday I takeoff of work go to Irving to get my deposit and they have no clue as to who I am. I've been contact the dealership again and they tell me that the check will be there Monday afternoon. When Monday afternoon comes there's no check no call from the dealership. On Tuesday I called I was told they would return my call after lunch no call from the dealership no checks still. Now today Wednesday I start calling first thing in the morning and they tell me that the accounting department phones are messed up and that no one can get through to them. I've called every dealership including the finance company they all tell me I should've already had my down payment back now I receive a callback from the finance guy Charles at Hall Neves keep he tells me he has no interest in my money and then as soon as he hear something he will get me a check . I have never seen a business ran like this I spoke with the finance company and they told me to contact you

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/04/04) */ The customer came back to the dealership on the 24th of March to bring the vehicle in because it was experiencing some issues. We told the customer we would have the vehicle checked out and fix any thing that was wrong with the vehicle. The customer said that they wish to return the vehicle instead because they just purchased it so we said that would be fine. We refunded the money they put down on the credit card back to their credit card that day. We issued 2 check request for the cash down payment portion and turned those into the accounting office which is offsite do to all the construction we have to our dealership. We had told the customers that as soon as we have the checks in hand here at the dealership we would contact them to come pick them up. The communication with the customer was not clear because they had thought we said that they had to pick them up in Irving which is where our corporate office is which is where we said the check request would go. We got the checks cut and we have called the customer and they have picked up the checks and everything is handled with the customer and we deeply apologized to the customers for mis-communication issues. Thank you.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If i could give Clay Cooley Hyundai Mesquite Zero stars I would. I was First helped by Jonathan and told my oil was wasting away faster then it should. After 3 months of testing the OIL CONSUMPTION TEST they got an OK from Corporate to Repair and clean out. I was told it was still wasting too much oil and the tests needed to begin again! I was told an engine replacement request would need to be made by JEFF and that it came back approved but unfortunately for me i only have this vehicle and was told no loaners were available. I then call Corporate and they tell me no engine replacement had been approved and would need to call Jeff at the dealership, Jeff then told me more tests needed to be ran and it would take a week i asked him why he told me the engine replacement was approved if it hadnt been. He had nothing to say! I am beyond frustrated and annoyed at the whole situation. I have kids that i take to and from school activities and Work fulltime. Hyundai has it listed on the main w

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/10/15) */ Contact Name and Title: Nathan ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ******@comeseeclay.com Thank you for your inquiry there has been no engine approval at this time because we have not been able to get you to bring vehicle in and drop off for the required test to preform to see if Hyundai will warranty the issue. Once approved by Hyundai they will approve a loaner car avail for you to use once we have one avail to loan you. You have not been willing to drop off the vehicle with out getting another car and we must have the vehicle here to preform the required test and receive approval from Hyundai. Please just bring us your vehicle and we can preform the test necessary to allow Hyundai to make the determination if the vehicle is under warranty. We can most certainty finish the job but you will need to find time to bring the car and allow us the time to do it please. We want to repair your vehicle and can but will need the car here and will need approval from Hyundai to repair it. Thank you and I look forward to you finding the time to allow us the do the required work Hyundai is asking for, for your approval. Consumer Response /* (3000, 12, 2021/10/29) */ I was told I had til 10/29 to review and respond

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