ComplaintsforClay Cooley Nissan

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Courtesy Nissan **********. I have a 2018 ******* Sonata. The day I purchased the vehicle I drove it home and it had no engine coolant in the reservoirs, no wind shield wiper fluid, the cars breaks are squealing, I went back to address the situation with the fluids not being filled. The manager ****** refilled it. I also said something to the sales manager ***** about the breaks making noise and he said they are okay. The next day I went back again and told them about the breaks they said there wasnt any thing wrong with the brakes and that they passed inspection. Now the car is barely starting. I requested that I wanted to exchange the car for something else ***** said he would call me back. I am still waiting on a return call giving some type of explanation. They have given me nothing but the run around.

  Business response

  09/05/2024

  Dear *******,

  Thank you for reaching out. My name is *****************, and I am the General Manager here at ******** Nissan of **********. It seems there may have been a mix-up as your vehicle was purchased from us but you posted the complaint on a different dealership (Clay Cooley Nissan). However, I want to assure you that we are more than happy to assist you in switching to any other vehicle.

  
  I will be giving you a call shortly to discuss this matter further. If, for any reason, I am unable to reach you, please feel free to contact me directly at ***************************************** or ************. I look forward to resolving this issue for you promptly.

  
  Best regards,
  *****************
  General Manager
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called roadside assistance, battery was dead. I was advised that when the car started, it would not restart without a new battery or another jump. I drove directly to Nissan Clay *********************** I advised ************** needed a new battery. I stated that the service department had installed the battery, which is now dead. After stating I did not purchase a battery there, he said my 3-year warranty had run out. I said I only bought the battery in 2020. He was dismissive and quoted me a price. I disagreed with the price and went to Auto Zone. Once at Auto Zone, I learned my battery had an 84-month warranty; it was right on the battery. I took a picture. I called Nissan, received an answer, and was transferred to another department. As I write this complaint, I remain on hold for 4 hours, 0 minutes, and 27 seconds. No response from the employee who placed me on hold while he spoke with ******. I called Nissan while at Auto Zone to advise of the warranty. That's when the hold time began. I returned to Nissan and spoke with *****. He unrealistically suggested that after Nissan wasted my time, I return to Auto Zone, have them uninstall the new battery, retrieve the dead battery, reinstall the dead battery, get a jump, and return to Nissan a third time. He gave me a $75.00 credit, but that does not cover the difference in price due to Nissan's mistake. I want Nissan to pay me the total amount of my new battery since ***** suggested that if I jumped through hoops, he would replace it at no cost.

  Business response

  08/07/2024

  We spoke with the customer and explained how the ******** battery warranty works. We kindly suggested that she return to AutoZone to retrieve our Nissan battery, and I offered to assist with the charges for the battery replacement. She refused, mentioning she had the worst experience with the AutoZone staff. We explained that this was the only way we could help her. We then offered her a service credit equivalent to the cost of the battery through our dealership.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 6, 2023, I went to purchase a vehicle. My mom cosigned on the vehicle. I purchased GAP as well. My husband had a car accident on 04/29/2024 and the car was totaled. I wasn't worried about it because I purchased gap. On 5/11/2024 I called GAP and they stated it was cancelled. I said that has to be a mistake. So we go to the dealership the lady stated we had GAP and she printed out the paper and I then sent the paper to my finance company credit acceptance. On 5/13/2024 I call credit acceptance to see if the received paperwork. They then told me the process would take 30 to 45 days and to keep paying my car note. On 06/24/24 was told by credit acceptance GAP told them someone from the dealership cancelled it on 03/16/2023. I go to Clay ********************** same day speak with ************************* in finance who I gave my info and paperwork to. I went up there 06/27/24 and 06/28/24 this was the time most dealerships where being held for ****** and they couldn't get into there systems. I was told this has happened before and it would be fixed. They would have to tell GAP to turn it back on. Went to Clay ********************** 07/03 and 07/06 to be told it is getting worked on. On 7/19/24 I was told to come to the dealership and speak with *****************************, I asked him why is talking as this a new issue, this has been going on since 05/11/2024, he was like we are all aware the *** the *** Clay ********************** ,but in that same breath as if we wanted to get in another car. I told him I do not trust this dealership, cancelled GAP. Told him not sure. We gave him our info and on ******, my husband and I credit ran and we didn't say yes. All I want is the gap to be turned on that I purchased and no one has did anything. The ** talked to us and promised he would call us on Monday no phone call. I spoke with a very rude sales manager who basically wasn't listening to me and I told him I know how GAP works, but this is a situation where someone from the dealership cancelled the gap without me knowing

  Business response

  07/29/2024

  Hello:

  We apologize for this inconvenience. There was an internal error that caused the cancellation of your contract, but we are going to make this right and we have authorized payment today to pay this account in full. We apologize again for any inconvenience and thank you for the opportunity to make this right.

   

  Respectfully:

   

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

  Customer response

  07/29/2024

  I see the response, I will accept the response once, I have proof the car has been paid in full. 

  Customer response

  07/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new car from Clay Cooley Nissan on March 17, 2024. Every time I call the dealership to inquire about my car tags, all I am ever told is that they are not in yet. It is now June 25, 2024, and I still have not received my tags. When I call to inquire about receiving new paper tags, I am told that they do not issue new paper tags. So I am currently driving with expired paper tags and living in fear of being stopped by the police due to this issue. I have requested for supervisors and Title clerk supervisors to give me a call to find out about the status of my tags, but there has been no response. I have gone inside the establishment to inquire, and the receptionist told me that over 200 tags were supposed to have been in transition. I NEED MY TAGS FOR MY CAR.

  Business response

  06/27/2024

  We provided the customer with a 7 day tag, and their permanent plates should be in before the end of the week.

  We are sorry for any inconvenience.

   

  ******

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Nissan Kicks in December, 2023. By law, I should have received my permanent license plates by February 29th, 2024. I have gone to dealership several times (at least seven) times to inquire about the plates. Every time I went there, there was a different excuse for why the plates didnt come in. Ive heard everything from there was a back order to there was a change in the computer system.At my latest request, in early May, I spoke to a manager. He said that he would quickly look into it and personally email the Cooley family. Moreover, he said that he would personally call me when the situation was resolved. Two weeks have elapsed and I still have not heard back. Its going on 6 months sense Ive purchased the vehicle.Im at my wits end and Im at the point of getting rid of the car now. I bought it for my daughter who recently graduated from high school and is about to head to college. I would like for her to have her vehicle with her but there is no way I will let her drive with expired temporary tags. I want my permanent tags ASAP and nothing more.

  Business response

  06/12/2024

  Hello:

  This is an out-of-state title issue, and we are doing everything in our power to get this corrected as soon as possible. We hope to have a resolution shortly, and completely understand and agree with the customer's concerns and acknowledge we have not delivered on the great experience we strive to provide. Once again, we hope to have this corrected shortly and provide the customer with their permanent plates.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Nissan Clay ********************** *************** in ******, ** on May 11th. Paperwork was signed that night. Granted it was late at night and everyone was ready to go home, but the paperwork was not explained thoroughly, but that is besides the point. We didnt get a copy of what was signed that date. It was all rushed, but because they do have 3 day back guarantee and a 7 day exchange I thought I have time to decide whether I want this vehicle or not, I got notified by the bank doing the financing of what was actually financed and the price went up significantly. Still to this date I have not gotten any paperwork and they are out of compliance since they are required to give me a copy of the signed contract. I have been requesting it since May 14 and now ten days later still have not gotten. I dont understand why they refuse to give me paperwork and now I am getting in paperwork of the auto maintenance which I am sure it came with a price tag and I dont even what all that entails, I need to get a resolution to this. I know I can actually rescind the contract per TEXAS FINANCE LAWS since no paperwork has been provided to me.

  Business response

  06/07/2024

  Hello:

  I had my team immediately send you new copies of your paperwork upon receiving this. Also, I have been told that they provided you a contact to help get your wheels repaired. I hope this takes care of your concerns and truly appreciate your business! Thank you again and please reach out to myself if there is anything else we can do to help!

  ******

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the purchase of my vehicle and only having it for 48 hrs. The check engine light came on. I was told by the service manager Will that since it was within ******************************************* After going back and forth with little to no communication from the dealership I was advised that the sales manager denied covering this expense and I now had to come out of pocket for the repairs. Please see the attachment with a more detailed timeline of events. I feel that I was treated unfairly and I am just seeking a refund for the repairs I should not have had to pay for.

  Business response

  05/17/2024

  Customer came in stating check engine light was on but when they came in no light was on. We explained to customer it will be hard to check without a light.

  Customer brought it back a 2nd time and again no light was on we drove vehicle and no codes or warning light came on.

   On the third attempt we provided a rental car and was able to duplicate concern. Customer was explained as to why it wasn't covered and Customer approved work. Odometer at purchase was ***** and odometer at write up 84698.

  We can offer the customer complimentary maintenance, but unfortunately no full refund is available on this transaction.

  Customer response

  05/21/2024

  There was no 3rd attempt. I would like to know the date of the 3rd attempt. I only took the car back twice and the second time is when they were able to duplicate the concern. But I am not sure how when the check engine light came was not on, just like the first time when I took the car to them. I disagree with their response, and I am still requesting a full refund. I only approved the repairs as I needed my car as this is my only means of transportation. Again, we were told the repairs would be covered by the dealership. If I would have been told that to begin with, I would have taken my car to a dealership/service department of my choice. I would not have brought it back to Clay *********************** Please provide a full refund as that is what I was told

  Customer response

  05/23/2024

  I am rejecting this response because:   

  There was no 3rd attempt. I would like to know the date of the 3rd attempt. I only took the car back twice and the second time is when they were able to duplicate the concern. But I am not sure how when the check engine light came was not on, just like the first time when I took the car to them. I disagree with their response, and I am still requesting a full refund. I only approved the repairs as I needed my car as this is my only means of transportation. Again, we were told the repairs would be covered by the dealership. If I would have been told that to begin with, I would have taken my car to a dealership/service department of my choice. I would not have brought it back to Clay *********************** Please provide a full refund as that is what I was told

  Business response

  06/12/2024

  Here is what we were told by our service team:
  
  Thu 5/16/2024 7:35 PM
  Not sure on date but customer came in stating check engine light is on but when they came in no light was on i explained to customer it will be hard to check without a light. Customer brought it back a 2nd time and again no light was on we drove vehicle and no codes or warning light came on.On the third attempt we provided a rental car and was able to duplicate concern. reached out to sales regarding issue with vehicle and was declined per sales too many miles was put on after the sale . Customer was explained why it wasn't covered and Customer approved work. odometer at purchase ***** odometer at write up ***** delivery date is 04/08/2024.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We agreed to buy a new Nissan Kicks from them, and they switched cars without tellling us. Stuck us with a car with less options than what we agreed on. Horrible business. They switched cars on us.

  Business response

  04/15/2024

  The vehicle was sold $4k under MSRP.

  The client was offered to unwind the deal and return the vehicle, but they declined.

  Customer is aware they got a great deal and refuses to return the vehicle.

  Not sure what they are asking for other than complaining about a fantastic deal?

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to urgently address inaccuracies on my credit report, stemming from the disclosure of my personal information to credit bureaus. This has caused significant financial and emotional distress.Under 15 USC 1681 Section 602, I affirm my right to financial privacy and expect confidential treatment of my information.Furthermore, 15 USC 1681 Section 604(a)(2) prohibits a consumer reporting agency from sharing account details without my explicit consent, which I have not given.Discrepancies associated with CCOOLEY AU have negatively impacted my financial standing, necessitating immediate correction.Additionally, I stress adherence to 15 USC 1666(b), which prevents creditors from treating credit card payments as late under certain circumstances.Below are my account details for your reference:Account Number: 6655*****I urgently request a thorough review of my account, prompt rectification of credit report inaccuracies, and strict compliance with federal laws governing my information.Failure to address these concerns promptly may result in legal action. Your swift attention to this matter is appreciated.Sincerely,***********************

  Business response

  03/13/2024

  We disagree with **************' statement generally, because she has given us explicit consent to report information regarding her prior account with us to the credit bureaus.

  However, the account in question has already been disputed by ************** and we chose not to respond, which allowed the item to be removed from her credit history. If it appears on another bureau she can dispute it there as well.

  Chase Cooley, *********************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  October, November, December January ************************************************************************************* sometimes the stirring wheel shake. I had left my car sometime overnight for a week are a few days. They would call me letting me know it was fixed, not so my car is worse now than before now I am with out transportation. I would never recommend them to anyone.

  Business response

  02/16/2024

  Hello! I have reviewed your file, and spoken with the service management team. It appears that whatever independent shop your 2007 ****** was taken to used the incorrect CVT fluid, which is causing the failure you are experiencing. Unfortunately, we cannot refund on services that have already been completed, when we are not responsible for the real issue being caused. The 2007 ****** with almost 180k miles is sure to give you more problems down the road. What we can do is offer you more than that vehicle is worth against a trade-in on any new or pre-owned vehicle of your choosing. We hope this helps, and would like to work with you to this end.

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