ComplaintsforClay Cooley Nissan

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a total loss of my vehicle and have been given the run around by the clay ********************** location @ ************** south, about the cancellation of my gap insurance. I was told I had to contact the ****** location to be sent back to LBJ where I purchased the vehicle. Filled out the form for cancellation and have not spoken to anyone in over 2 months, can I get some customer service like I did when I was shopping for the vehicle

  Business response

  02/15/2024

  Ally shows gap has been cancelled since 2021. Check # ******, tracking # ************. Customer needs to contact their lienholder and ask for a payment history to see where the refund was applied.

  The lienholder who was paid is Regional Acceptance. You may reach them at ************.

   

  Thanks! 

   

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 17, 2023 I had an accident. On around the last week of November ***** Insurance agent ****************** ************ inspected my car with estimated damages of $3000. Clay Cooley Nissan at 20th and Hampton came to my house and towed my car the last week of November. On December 11 ***** of Clay ********************** Collision ************ texted me the paperwork. I authorized work to be done on December 12, My surgeon released me to go ba1ck to work. On January 17, 2024, I had to rent a car that would allow me to drive safe and comfortably. Which resulted in me paying an additional $17 a day to have transportation to work. Which now is at a total 0f $600 dollars out of pocket. I had to go back I am a school teacher and had been off for some time. My policy only covers 30 days for rental. **** at Clay ********************** explained to me that my car is still not repaired and has informed ***** of the additional time needed to repair my car during this entire process. I believe Clay ********************** should refund me the difference in the rental. This has taken way to long. ***** should also be at fault because they understood my policy for rental is only 30 days however they approved the work knowing this is well beyond the normal scope of time for repairs. 2 and a half months is far to long.

  Business response

  02/14/2024

  Hello! 

  I have passed this along to the correct location. The body shop that services this location is our Clay Cooley Nissan ****** body shop. Someone from that location should be reaching out to you shortly.

  Thanks!

  ******

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  01/29/2023 I gave them 1000 and *********** finance the car and paid them *****. The car was not working properly the ac stop working and when I was driving the car it was shaking. They sale person advise me of a 7 days money back and return policy. I had the car for 1 day and u returned the car back. They stated that it was not 7 days it was 3 days or 150 miles and I couldnt return the car. I brought the car on a Monday they kept the car because the battery was not working and they had to drive the car for 50 miles to make sure everything was working I only drove the car for 101 miles. They are refusing to take the car and the policy is on their website

  Business response

  02/07/2024

  Hello!
  We do honor what we advertise. We offer a 3 day (or 150 miles)love it or leave it Guarantee or a 7 day (or 250 miles) exchange policy.
  You purchased the vehicle on 01/29/2024 with ****** miles. You returned the vehicle on 02/01/2024 with ****** miles. This is over our policy limit.
  Our managers expressed to you that you could exchange the car as per our exchange policy, but you refused. We can still exchange the vehicle for you if you prefer, but a refund and complete unwind is not an option at this point.

  Please reach out to me and let me know which vehicle would be an acceptable substitute, as we can pull from inventory across all of our stores.

   

  Thanks!

  Customer response

  02/07/2024

  I am rejecting this response because:   The car was not given to me the same day *********************** added ************************************************************************* the day that I purchased it. The car was given to me on 01/30 thats the main reason the finance department didnt not send the information over to *********** until 01/30 because the car was not in my position the mileage amount was ***** I was way under the 150 miles and also the car had other issues as well. At this time you guys have position of the car still driving and also you guys told me to tell *********** I have you a 1000 cash deposit that never happened. They are crooks and will lie to get what they want and bully and forged people name. The policy online also states for the 7 days I do not have to exchange I can return the car as well. FAMILY GUARANTEE DISCLAIMER**
  To return or exchange your vehicle, you must let us know prior to 5 p.m. CST on the 7th calendar day after receiving your vehicle. We cannot accept a return if the car has been modified, in an accident or damaged, altered from the condition it was delivered in or had a lien or other encumbrance put on the vehicle. Additionally, if you drive the vehicle over 250 miles, every additional mile will be charged a fee of $1.00 per mile. If you choose to exchange, you can receive up to three vehicles, however, the third vehicle will NOT come with our 7 Day Money Back Guarantee. Day 1 of your 7 Day Money Back Guarantee begins when you accept the vehicle, regardless of time of day. Cannot be substituted for cash. Does not apply to prior sales. Contact store for complete program details and applicable restrictions. FAMILY GUARANTEE DISCLAIMER**
  To return or exchange your vehicle, you must let us know prior to 5 p.m. CST on the 7th calendar day after receiving your vehicle. We cannot accept a return if the car has been modified, in an accident or damaged, altered from the condition it was delivered in or had a lien or other encumbrance put on the vehicle. Additionally, if you drive the vehicle over 250 miles, every additional mile will be charged a fee of $1.00 per mile. If you choose to exchange, you can receive up to three vehicles, however, the third vehicle will NOT come with our 7 Day Money Back Guarantee. Day 1 of your 7 Day Money Back Guarantee begins when you accept the vehicle, regardless of time of day. Cannot be substituted for cash. Does not apply to prior sales. Contact store for complete program details and applicable restrictions. Its if I choose to exchange. Thats what your policy states 

  Business response

  02/08/2024

  Our policy to return a vehicle is 3-day and 150 miles or less.  ************** had the vehicle 4 days and over 200 miles.  We did offer to swap him out for another vehicle under our 7-day exchange policy but ************** declined the offer.

  Business response

  02/08/2024

  .Please reach out to me and let me know which vehicle would be an acceptable substitute, as we can pull from inventory across all of our stores.

  Customer response

  02/08/2024

  I am rejecting this response because:   I did not have the car for 4 days you guys are lying. You guys did not give me the car until 01/30 because of the battery issues and you also forged my name. I returned the car back to you on the  02/01. You guys have camera and I also I have the conversation with the finance guy who told me he couldnt submit the loan because I did not have the car in my possession. The loan was submitted on 01/30 when I pick up the car and the windshield was still broken after arrrivibg home the car wasnt running right fog light not working I took the car to *** on 01/31 was advised of issues with the car try to contact my salesperson concerning returning the car. He didnt answer my call. So on 02/01 I returned the vehicle to you and at this moment you in possession of the car. Next thing I guess I have to get an attorney because you guys are liars 

  Customer response

  02/08/2024

  I am rejecting this response because:   I returned the car on 02/01 and I was not in position of the car until 01/30. When you gave me the car on 01/30 the miles on the car was ***** and I only put 141 miles on the car I was still within your return policy. You guys are refusing to release the money back to *********** because they paid you the same day I returned the car. At this point you are driving the car that you refuse to release the funds back to ***********. Why would I want to do buisness with liars. I contact an attorney and they will be reaching out to you because I have my proof that I pick up the car on 01/30 and also I have text message with ************* admitting the car was a lemon. You shouldnt do people like this thats ashame for a family own business. 

  Customer response

  02/08/2024

  I sent the message asking the salesman about the condition of the car because one of your other salesman told me that the car was a lemon I didnt believe he would that information and you guys had great reviews so I ask ***** to make sure I arrived the windshield was broken and also the car wouldnt start. It was cold outside the ac felt like it was working. I brought the car because I was promised the battery was going to be fix and they were going to have to drive it for 50 miles to make sure that everything was working. I arrived up there on 01/30 to pick up the car In the morning I was told its not done and because they need to drive and test the car the windshield I was advise the guy will call me he either would come to me or I would have to meet him half way. I pick up the car around 8:00pm on 01/30 took the car to ************ morning the miles from Nissan to my house is 52 miles to *** from my house is 10 miles. ** when I arrived at *** the miles on the car was ***** at this point I put 62 miles on the car. Your gps that you have on the car was activated on 01/31 you can see how much miles I drove from the 01/31 so I dont understand where you guys are getting the miles and the time I had the car. I did not have the car for 4 days I had the car from 01/30 to 02/01 

  Business response

  03/22/2024

  Again, our policy to return a vehicle is 3-day and 150 miles or less.  ************** had the vehicle 4 days and over 200 miles.  We did offer to swap him out for another vehicle under our 7-day exchange policy but ************** declined the offer.
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 26, 2023 I purchased a 23 Nissan Frontier. My Temporary plate expired November 25th 23. The dealership has yet to give me paperwork explaining the Factory warranty and has not completed the transfer of the vehicle to my name and deliver ************** License plates. I began reaching out to them about the paperwork and the plates a week before the temporary ones expired. I have made no less than 6 phone calls, 3 on-line chats and multiple text communications with them. It has now been 4 months since the purchase and all I get is "I'm sorry for the frustration you are experiencing." This is a simple task that a dealership their size handles multiple times a day! Today 2/1/2024 I was given a number to call and talk to someone. I called within 1 minute and listened to the phone ring for over a minute to only be dropped into voicemail and haven't heard back. All I desire is to get the truck transferred and have legal license plates and the paperwork explaining the warranty.

  Business response

  02/07/2024

  We are mailing you your license plates. I saw you a little far away and hope that makes it easy for you.

  One of my managers should be emailing you a copy of the Nissan Factory Warranty for the 2023 Frontier.

  I hope this takes care of your concerns.

  Let us know if we can be of further assistance.

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They took *****$ out my knowledge and I know I co-signed for my granddaughter but they came after me I am 77yeRs old son a fixed income I could make payments but ***** @ once hurt my account I will gv them some of the money but I cant afford to pay that like that

  Business response

  01/29/2024

  The last transaction with this customer was from 2014.

  Any dispute with funds collected from these accounts need to be made with the lender, or their collection agency directly.

  Thanks.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car was totaled 06/26/2023. After dealing with my insurance I was advised this company would need to cancel my maintenance policy and refund me dated back to the date of the loss. I contacted the company via phone 09/27/2023 and was provided a cancellation request form to which I immediately sent back the same day. It is now 01/23/2024 and I have yet to be contacted by anyone via email or phone. When I contacted the company a man on the phone assumed I missed payments to which I advised him I had not. Why have I not been contacted. Not even a hey we are still working on it or nothing. I'm getting creditors hassle me about a balance I don't even owe. I should've know this was going to be an issue. This is my second BBB complaint with this company. The first time I filed a complaint the company didn't give me second set of keys for the car for 4 months!!!!!!.

  Business response

  01/31/2024

  I am going to add your review comments to an email between you, and our cancellations team.

   

  They will provide you with an update shortly.

   

  Thanks!

   

  ******

• Initial Complaint

  12/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I cam in to Clay ********************** on 11/10 to purchase a vehicle. I was pre-approved, and even though i was pre-approved they ran my credit anyways, which i did not authorize. I worked with ******************** and purchased a 2020 ********** Outlander. On my way home i tried to use the touchscreen in the vehicle and it did not work. I returned to the dealership and was told by ******************** to come back the next day and bring the car in to the service department. I returned on 11/11, and was told i would have to leave the car for the day to receive service. I was unable to leave the car that day and returned the following weekend on 11/18 and turned in my car for service. I waited a few hours with no assistance, i asked to speak to the Manager and spoke to **************** who told me he would have to talk to the sales department to see what can be done and he would contact me for an update. I never received any updates or calls from ****************. I returned to the service department the following weekend on 11/25 to see if i could get some help and spoke to **************** again, who told me the same information as before. He would need to speak to the sales department. He gave me his cell number to contact him on 11/27 for an update. I called on 11/29 for an update only to be ignored by **************** who stated he was with a customer and he would return my call. **************** never called me back. I then received a text from **************** asking for my mileage, which i provided. I then received a text from the service **** that my car was in service. I never received any information regarding the repairs of the screen and it has been over a month. Clay ********************** should not be able to run a business this way. This is the second car i have purchased with them and I thought they were a reputable business. I have 3 other family members in the market for a new car, and unfortunately i will tell them to take their business elsewhere. This is a terribly run car dealership and will never return to purchase a car.

  Business response

  12/22/2023

  It is our understanding that you were working with ***************** in service to get this matter resolved. Please reach out to *****************, and he will assist.

   

  Thanks!

  Customer response

  12/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck from Clay ********************** of ******* in *******,***** on 08/30/2023 and I paid cash for the truck $67,339.54 and I also paid $5,100.00 for the warranty and another $800.00 on oil changes. Well I took the truck home and I got full coverage insurance on the truck. Well they were supposed to send of for the Title and plates and have them transferred into my name and sent to my house, well they didn't do any of that part !! Well the truck was stolen from me on 09/11/2023 and when I found out about the truck being stolen I reported it to the ****** ***************** and then filed with my insurance company. Well 3 weeks later the insurance company told me that they were going to claim it a total loss and pay me for the truck. I had to go down to the ***** ********** of ***** Vehicles and get the Title and give it to the insurance company and then they will pay me for the try. Well the *** said that the truck is not in my name and that it wasn't in Clay ********************** name either!! So I called The Dealership and they said they would take care of it. 2weeks later and still no title!! So now here it is 12/07/2023 and still no title and the Dealership is giving me the run around!! I can't get my money until the Dealership gets me a Title!! They have lied to me hung up on me and still lied Everytime I call. They are supposed to have a time line to get me that Title. I know they're way past that timeline surely!! Plus they are supposed to give me a refund on the registration and Plates cause they just had to do a Title only not the registration and tags and plates. The *** told me that!!!

  Business response

  12/11/2023

  Wrong location. This is *************************.

  I have sent this to upper management.

  
  Thanks!

  ******

  Customer response

  01/03/2024

  well Clay ********************** contacted me and ******* said that some of the higher up people  (iam guessing General Managers and etc.) told him to contact me and for me to contact BBB and let them know ahat everything has been handled and thats not true cause someone from the ***** ********** of ***** Vehicals told me that I needed to contact Clay ********************** and tell them that they need to refund me my money from the Tax, Title and Licenese cause that Clay ********************** charged me for the plates and registration and etc. and that they didnt have to pay for all of that cause they only had to pay for a Title (Title only). when I contacted **** ********************** and told them that ******* said that he would ask his coworker that handles all of that and he would call me back. well a couple days went by and no call back so i called him and he said that he talked to the person who handles that and they have no clue as to what *** talking about but that she said that they would write me a check for $60 or $70 for my troubles. he said Quote "a goodwill check" so I didnt except the check cause I dont know how much it is they owe me . it could be alot more then just $60 or $70 and if i except the check then I could be screwed out of what they might actually owe me!! i dont know how they calculate that stuff up but they should know cause they charged me for it !! so untill I actually can find out how much they actually owe meIam not excepting a Goodwill check I just want whats mine thats all!!! so no I am saying that it hasent been resolved like they asked me to go om here and tell BBB!! iam not gonna go on here and Lie like they asked me too!!!

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle summer 2022 from the Duncanville location and traded that vehicle to another dealer in summer 2023. Contacted the Duncanville location in Aug 2023 to start process to cancel and refund the *** product, filled out and submitted the form/required documentation they sent me and now it has been over 12 weeks and no one there has followed up with me. ***************************** doesn't reply to any emails or answer their phone when you call or reply to the numerous voicemails I have left. I even emailed *********************, the ** and no reply. Calls directly to the dealership get transferred to the same voicemail mail box that no one is obviously bothering to check. It is beyond ridicious that someone can't pick up the phone or email me to give a status update, especially since during the purchase process when I directly asked the finance rep how easy it would be to cancel the Gap because there was a good possibility I would be trading fairly quickly, the Finance team assured me all I need to do was call them to handle that!!! I checked with Nissan Motor, the lienholder and they keep telling me that the dealership will have to handle the *** refund- so I feel like all I am getting is a total runaround here. I would suggest not purchasing any type of extended warranty and/or *** type products from Clay *********************** they just want to sell them to you, collect the commission, and then will be no help whatsoever. They are not bothering to do any follow up or communication after I followed their protocol ans submitted all forms for a refund and have asked for an update numerous times in the past 17 weeks. They sell those additional optional items to get a good commission, all the while saying it's so easy to cancel if needed, but then they purposely avoid canceling the product so they don't have to provide refunds.

  Customer response

  12/05/2023

  Just noticed the original pdf submitted of the cancellation request to Clay ********************** back in Aug was a blank form. So I have now attached the correct form.

  Business response

  12/05/2023

  The check was already sent to Nissan. I have attached the check copy.

  Please advise if anything else is needed as we are here and happy to help!

  Thanks!

   

  ******

  Customer response

  12/05/2023

  I am rejecting this response because:   

  I find it totally unprofessional and unethical that this business did not cut a check to the lienholder until 3 months past the point I submitted my cancellation paperwork to Clay ********************** and if you note the check date, they only sent this check after I filed the complaint and left numerous negative reviews on sites regarding the dealership. If the Better Business Bureau had not intervened, they would have continued to not process this check. Also no one from the cancellation **** has followed up with me at all. I believe now Clay ********************** needs to contact Nissan Corp and expedite the processing of my refund as this situation is completely their fault and negligence from their team. They haven't provided enough follow up and did anything to remedy my inconvenience.

  Business response

  12/19/2023

  Proof of payment/check was attached.  This cancellation has been paid.

  Customer response

  12/19/2023

  I am rejecting this response because:   

  I have not received any reimbursement for the cancellation and I traded the vehicle back in Aug 2023, so Clay ********************** state the cancellation has been paid is incorrect. If they sent the cancellation to Nissan and failed to process my cancellation request in a timely manner now the least they could do is reach out to Nissan and expedite the release of funds to me.

  Business response

  01/23/2024

  We issued a Gap refund to Nissan in November. All gap refunds must go back to the lienholders. Nissan does not issue Gap refunds, what they do is apply the funds to their payoff account, and if there is any credit left over, they issue a check to the customer. We already informed the customer about this. Please see check copy.

   

  Customer response

  01/24/2024

  I am rejecting this response because: 

  Clay Cooley Nissan never communicated any of the above information to me regarding ***s. They have avoided all phone calls and emails and only replied at this point dye to BBB complaint filed. They also failed to send the *** refund to Nissan in a timely manner per Nissans own admission to myself. If I had not pursued this issue with a formal BBB complaint, Clay ********************** would have never sent a *** to Nissan.

  BBB- how do I leave a permanent rating on this business so other customers do not experience this lack of service?

• Initial Complaint

  11/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business practice is highway robbery. My nephew got a vehicle from them around August 17th of this year 2023. The vehicles he wanted prior they kept changing on him. For some reason they sold him a used 2020 Nissan rogue sport and upsold him on phony warranties they did not cover. They gave a temporary tag as we are located here in ********* *********, and the tag expired October the 11th of this year 2023. Since then, we have had problems with them properly processing our paperwork so that we can get a hard license plate to accommodate us in further use of the vehicle. Every time we call, they give us the runarounds and we are scared of getting a traffic stop or a ticket because of an expired temporary paper tag. They do not respond to phone calls or emails and it seems they keep making us run in circles.

  Business response

  11/22/2023

  Our titles team is actively working on this and we expect to get the issue resolved very shortly. We appreciate your patience in this matter, and we are sorry for any inconvenience this may have caused.

  Respectfully:

   

  ******

*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. ↩