Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/5/2024 I purchased a vehicle from Clay Cooley Hyundai of Dallas at *********************************************************************** Phone **************. I traded in a 2018 Hyundai Tucson vehicle and was told the loan would be paid off for that vehicle as it was a trade in. I am now receiving collection calls from ************ advising me that I have not paid my monthly car note for the car I traded in. I have attempted to resolve this issue with **** Cooley and have been ignored, hung up on and given a notification that they have until December 20th 2024 to payoff the 2018 Hyundai Tucson. Today 1/9/25 I received a very hostile call from the Tucson lender stating they are going to notify the credit bureau that I am late and it will affect my perfect credit. I attempted to reach out to **** Cooley again today and I was hung up on once again. I would like to get this resolved before I have a Collection/Charge off for the car that should be paid off by **** *********************** Please have someone contact me to get this resolved as soon as possible. This is affecting my health and it is very stressful.

  Business response

  01/14/2025

  This vehicle payoff has already been processed, although we apologize to the consumer sincerely because it was after the 20 days agreed. We will be reaching out to the customer to ensure nothing else that we can do to assist.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to the ** dealership on October 15th to try to purchase a new car. During this process, I was able to submit all of my required information, test drive a car and even was told to purchase insurance for the car so that I can get ready to drive off of the lot. With this being said, Our salesman had us under the impression that we were about to drive off of the lot with the car that we discussed. He then proceeded to backtrack completely to the first step of our visit saying he needs another copy of my paycheck stubs "To get us approved." After already being in the dealership for 5 hours, I had to leave for work and told the salesman by the name of ******** ****** that we were no longer were interested in purchasing the car from that dealership due to the disorganization and unprofessionalism. The next day I was able to go to **** Cooley ****** in ****** and Purchase a new vehicle with little to no hiccups. Upon purchasing the new vehicle I wasn't able to transfer the insurance that the salesman told us to purchase for a car that I was not able to drive off of the lot. With this being said I had to open up a new policy with a different insurance company. I called **** Cooley Dallas off of *** fwy in attempts to get a document stating that I never left the lot with the 2023 ****** so that I can get my deposit back from the initial insurance company that I purchased because I was under the impression that I was going to drive off of the lot that day with a car. Upon reaching out to the ** Dallas location, I was told that there "Isn't a form that is able to be sent out and that the insurance company needs to send the dealership a form so that they can fill it out for integrity purposes." After gathering this information I reached out to the initial insurance company and they informed me that The dealership should have the ability to send a simple form stating I do not have possession of said vehicle. I have been reaching out for weeks with no solution offered.

  Business response

  12/11/2024

  We have spoken with Heaven and are going to reimburse her for the insurance that she paid since the agent would not give a refund.

• Initial Complaint

  11/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Working with Clay Cooley Hyundai of Dallas salesman **** ********, **** and I agreed on a deal for me to purchase stock ru111184, a 2024 ****************, vin km8heca38ru111184, for $27150 all-in, out the door. Proof of agreement to that price is in both email screenshots **************, Cooley's floor manager Ontario and some desk mgr "Mr ** are reneging on the deal and refusing to sell me the **** at that price. They will not honor the price agreement we have as documented in 2 separate emails. This is a classic bait-and-switch ploy, to try to get the customer (me) to pay more. And car dealers wonder why car dealers get such a bad reputation. We have a deal, in writing, and my desired resolution is that Clay Cooley Hyundai of Dallas honor that deal and sell me that **** for $27,150 bottom-line, all-in, out-the door.

  Business response

  11/25/2024

  We are completely aware of the situation and have reviewed each email and each vehicle with close precision. We were unable to successfully reach an agreement with numbers and vehicle.

  Due to the fact that the customer was never able to successfully secure a common ground to discuss and establish correct vehicle pricing after financing.

  Customer response

  11/29/2024

  I am rejecting this response because:   In their BBB response **** Cooley Hyundai states "We were unable to successfully reach an agreement with numbers and vehicle. Due to the fact that the customer was never able to successfully secure a common ground to discuss and establish correct vehicle pricing after financing." This is blatantly false, and attached is proof.  Attached email snip shows reply to me from **** ******** on 15Nov2024 at 4:44pm saying "My managers are willing to accept the price you want..." (which is $27150 for the 2024 Kona stock ru111184, as stated in the email **** is replying to). That is clearly and unequivocally "successfully reach(ing) an agreement with numbers and vehicle," and plainly "secure(d) a common ground on the vehicle pricing," which directly refutes the dealers reply to BBB. Reading the attached email, an ordinary customer can only conclude without any doubt that a deal has been reached. Why will **** Cooley Hyundai not honor the clear price agreement/deal that its authorized employees and salesman **** N and sales manager made with me? This is a clear-cut example of dishonorable business practice against the consumer.

  Business response

  11/29/2024

  Unfortunately this car has been sold. We will keep an eye out for another car that is similar in features/price range to this one and will reach out to Mr. ******* when we find one.

   

  Customer response

  12/01/2024

  I am rejecting this response because:   This complaint clearly shows customers cannot trust the word of Clay ********************************************* (see their claim that no deal existed vs. the email proving their agreement). CCHs response that the vehicle in question has been sold cannot be trusted at all. Therefore, the BBB of Dallas and I request a copy of the title/ownership transfer document for the 2024 ************ stock RU111184 to verify and substantiate CCHs claim that the vehicle has in fact been sold.

  Business response

  02/03/2025

  Unfortunately this car has been sold. We will keep an eye out for another car that is similar in features/price range to this one and will reach out to Mr. ******* when we find one.  Please close this BBB complaint since the vehicle in the complaint has been sold.
  
  

  Customer response

  02/03/2025

  I have reviewed the business response. Apparently the vehicle in dispute has been sold.  Therefore there is no option for resolution and I have no future intention of purchasing a vehicle from Clay ***********************  So let's just close this case, please.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership in July. When purchasing the vehicle I also purchased a warranty through ********. After reading through the warranty details I decided to cancel the warranty. First, the dealer told me cancellation was not possible. Only after showing them Easycare cancellation policy did they allow me to submit the cancellation form through them. I later received confirmation that the plan was cancelled from ******** and that a refund had been sent to the dealership appearing on their 9/10/24 statement. This refund has yet to be credited to my account even after several attempts to contact the dealer.

  Business response

  11/21/2024

  Good morning,

  The refund check just issued today, and it will send to customer's lien holder to decrease the amount finance. Check will be overnight, so the balance should be reflect within next 5 business day.

  Customer response

  11/21/2024

  I am rejecting this response because:   

  Although the refund has been sent I have not seen it hit my balance yet. I will accept the response when the complaint has been fully resolved. 

  Business response

  11/26/2024

  The reimbursement check is attached and went to the Lender

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 1st I attempted to put down $1,500 on a car they took my money with out me signing papers, November 2nd i came back to sign papers to get my car. They them told me the total was $40,000 As an 20 year old i didnt think i needed a $40,000 car so i said i didnt want it.. ******* told me my refund would be back on November 7th.. Niw its November 14th and i still havent received my refund

  Business response

  11/29/2024

  We will reach out to this customer **** to get a resolution, we apologize for the inconvenience.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2024 Hyundai Elantra from **** Cooley on Aug15,2024.Upon looking at the contract I noticed that I was charged $34,000 for a $23,000 car.Inoticed that the N-Line is $28,000 and when I tried to exchange within the 7-day exchange I was denied also.Upon signing the deal I was also promised $500.00 that I still haven't received. I was supposed to receive this on the 19th and I still haven't received it..

  Business response

  09/06/2024

  PER FINANCE

  The check request has already been submitted, and our salesperson ***** will deliver it to him once its cut, hopefully today, and ***** already reach out to the customer. 

  Customer response

  09/06/2024

  I am rejecting this response because:   The situation still has not been resolved. They gave me my rebate check..But that wasn't what my complaint was about.I still have the same car with the same car ******* no im still not satisfied. The rebate check was owed to me anyway for my trade-in

  Customer response

  09/06/2024

  If they would honor what they 2-day mo ey back policy or vehicle exchange this would be resolved. If not I will not be satisfied. I'm going to be trying to pay for something I can't afford or let it go back to repossession. 

  Business response

  09/10/2024

  We have spoken with Mr. ********** again and are getting a resolution he is happy with.

  Customer response

  09/10/2024

  I am rejecting this response because:   I'm waiting for the process to finish ****** complaint was for them to exchange the vehicle and to correct the *********** rebate was given ..Thats my trade ***** complaint is for them to exchange the vehicle and fix the contract.That has not happened so how is my complaint resolved?How would you feel if you were told you could return a vehicle,waited 5 hours twice and still didn't get results?

  Customer response

  09/10/2024

  If they will exchange the vehicle and do the contract right then it will be resolved. Other than that this is not resolved. 

  Business response

  09/17/2024

  We already fix windshield for customer, customer is now happy. Thank you.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year April 2023 , my car was taken for engine replacement at hyundai dealer in dallas. After 2 weeks they called saying it was ready to pick up and it was covered by extended warranty due to hyundai recalls on this issue. I still ended up paying fees of - little over $1000 (which the service *** said i was covered total cost of engine replacement and i had to pay nothing ). When we went to pick up the vehicle their was another weird noise , we drove right back to dealer and called the service *** that helped us, he got on the car and heard it also . He took it back in to service , we left and they followed up with us that it was transmission : service *** said he was going to submit paperwork to get approved for repairs . Couple of months went by and he would update me they are still working on approval . Another couple of months passed and he continued calling updating w/ same waiting on approval . Last update call i got was around november. He never mentioned it was not approved for repairs . Waited after the holidays and had no cals no more from him. closer to april 2024 i decided to call . Then they tell me service *** that was helping us is no longer there . Manager returned my call later , and now he said my vehicle was not approved for repairs , i mentioned to him the other *** never said that , and i never had transmission problems with my car it was only misfires in my engine . And he said no its the transmission and ii have to pay out of pocket for repairs . I did not agree and he said he will have the director contact me. Since april 2024 he/she had not contacted me and now my vehicle been there over an 1 yr now : and they want me to pay for something that my car never had an issue with prior to taking it to dealer besides the engine. Ive renewed my plate stickers 2x and still paying on insurance and paid -off my vehicle during the period its been in the dealer..

  Business response

  08/28/2024

  We are reaching out to the customer now to figure out a resolution.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 3, 2024, I signed a Retail Purchase Agreement with Clay Cooley Hyundai of Dallas for the purchase of a white 2024 Hyundai Venue (VIN *****************). The total agreed purchase price was $26,800. On May 4, 2024, I returned to the dealership to pick up my new vehicle and to drop off a cashier's check for the full amount of the purchase price. However, **** ********************** intentionally and fraudulently failed to deliver VIN ***************** and instead delivered, unbeknowst to me, a white 2024 Hyundai Venue (VIN *****************). On May 6, 2024, I returned the wrong VIN vehicle and I attempted to pick up the correct VIN vehicle after I discovered **** ********************** provided the wrong vehicle. Instead of providing me the correct VIN vehicle, **** ********************** attempted to coerce me into signing a new Retail Purchase Agreement. The manager of the dealership refused to provide the correct vehicle, refused to provide an explanation, and refused to return the purchase price. It was only later after I conducted my own research that I discovered **** ********************** had sold me vehicle VIN ***************** that was on an open recall list for potential unsafe/dangerous defects. **** ********************** was clearly in breach of contract and eventually returned my $26,800, but not before time on extensive legal research into the issue was expended and necessary legal documents were prepared to resolve liability issues.

  Business response

  08/21/2024

  This customer is attempting to use the ******************** process to extort us for $5,000. He has been communicating with me already, we immediately refunded his money because we were unable to deliver a vehicle with a stop sale from the manufacturer. We offered him another vehicle but he declined. We will not be paying him $5,000 in extortion settlement. Thank you, Chase *********************** ************, *********************

  Customer response

  08/28/2024

  I am rejecting this response because:   

  Complaint ID: ********
  

  Clay Cooley Hyundai of Dallas response offers no solutions or remedies and the dispute has not been settled to my satisfaction. Clay Cooley Hyundai of Dallas clearly has no intention to resolve this matter, but instead has chosen to make unwarranted allegations of extortion. This false allegation rises to the level of libel and defamation and is actionable in civil court.

  
  Similar to my previous interactions with this business,their customer service remains abysmal. Their attempts at intimidation seem to be part of their business model and they focus on diverting blame to the customer and/or manufacturer instead of acknowledging or attempting to fix their own business failings. This is a far cry from the image they attempt to project in their numerous television commercials.

  
  These failings include, but are not limited to, knowing a safety recall was in place prior to the execution of the Retail Purchase Agreement. Clay Cooley Hyundai of Dallas failed to take critical stop sale information from the manufacturer into consideration before selling the vehicle.

  
  Furthermore, Clay Cooley Hyundai of Dallas did not offer me another vehicle but instead failed to provide the vehicle I originally purchased and substituted a different vehicle without my knowledge in the apparent hope they could coerce me into signing a second Retail Purchase Agreement.

  
  After Clay Cooley Hyundai of Dallas refused to provide me any information, I was required to do my own legal work and research due to their clear breach of contract. For these very legitimate reasons, Clay Cooley Hyundai of Dallas should immediately sign the Release of Liability I previously submitted and forward full payment for reasonable and necessary attorney fees.

  Business response

  08/29/2024

  It does not allow me to upload the email, but the relevant portion of the chain is:

   

  
  From: *** ********* <*********************************>
  Sent: Friday, May 10, 2024 11:21 AM
  To: ****** **** <************************************>; Chase ********************** <************************************>
  Subject: Re: *** *********: Regarding your Purchase of that 2024 Hyundai Venue
  
  Mr. **********************,
  
  Please forward a Cashier's Check in the amount of $26,800.00 payable to the order of ******** ********* to ********************************************************************************************
  
  *** *********
  Attorney at Law/CPA
  
  This message, together with any attachments, is intended only for the addressee. It may contain information which is legally privileged, confidential and exempt from disclosure. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, use, or any action or reliance on this communication is strictly prohibited.
  
  
  On Friday, May ******* at 09:55:28 AM CDT, Chase ********************** <************************************>wrote:
  
  
  Rey,
  
  Unfortunately we cannot deliver the vehicle with a stop sale. I apologize for the error and any inconvenience that this may have caused. We are waiting on Hyundai to provide a remedy for the stop sale, I am hopeful it will be in the short term but its out of our hands as we dont make the cars or the parts.
  
  I agree that the facts are clear. If you do not want to change vehicles we are happy to refund your money and unwind the transaction, just let me know if you would prefer a check or a wire and send the wiring instructions.
  
  Thank you
  Chase
  214  597   8697

  Customer response

  08/29/2024

  I am rejecting this response because:   

  Clay Cooley Hyundai of Dallas' response neither addresses the previously attached Release of Liability nor the reasonable and necessary attorney fees.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from **** Cooley of Dallas late last year. I needed an oil change and I live in ******** so I took it to the **** Cooley of Mesquite which is closes to me. **** Cooley of Mesquite let me know I had a problem with my brakes squeaking. Also, I had to have a form sent to **** Cooley of Mesquite so they oil change would be for free and it took them forever to email the paperwork. **** Cooley of Dallas did not want to honor the free oil changes I am supposed to have for three years. I took my car back to **** Cooley of Dallas and they brushed off that something was wrong with my brakes. Six months later, I took my car again to get an oil change at **** Cooley of Mesquite which they indicated I have an oil leak and possible head gasket issues and yet again **** Cooley of Dallas would not honor the free oil changes. **** Cooley of Dallas said that they have no record of free oil changes however that is one of their selling points to purchase a car from them. **** Cooley of Dallas said they did not hear my brakes squeaking so they can not change them out. They also said they can not help me because the sales person who worked with me does not work there anymore. **** Cooley of Dallas says one thing to have you purchase a car then when it is time to honor it, they do not. I even have warranties and they are giving me such a hard time. I do not understand how I can buy a car in November of last year and already have an oil leak, possible head gasket issue and brake problems when the car is costing me close to $60,000.00. The Mesquite locations was really trying to help me, but Dallas had me wait for hours while they try and find something indicating I was told free oil changes. No one at that location is helping me because they already have the money from the bank. This should be illegal to sale someone a car that has these types of issues when I have barely drove the car. I want my brakes replaced, reimbursement for the oil change and the oil leak fixed.

  Business response

  08/21/2024

  We apologize for the inconvenience here and *********************** our service director has spoken with ****************. We are getting her concerns resolved to her satisfaction at this time. Thank you and apologies again.

  Chase, ********************** ************

  Customer response

  08/31/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 6th, 2024: I returned my lease to the dealership to get another lease. I still had 4 days remaining to shop for a car, and decided I would leave the dealership. Before leaving the Dealership manager said he would be willing to falsify the milage if I took the car that night. The car had 11 miles, and he said he would make the paperwork say 600 miles. Once I got to the ******************* the finance manger was aware of the falsification, but was not able to deliver my paperwork. He told me I could leave with the car and they would get my paperwork later.July 7th: I called the dealership because I was uneasy about not having any paperwork about what I had purchased. I returned to the lot and asked to have my car back per the 48hour guarantee as I was uneasy about the falsification. I returned within the guaranteed time and was told, I had to KEEP the car because my leased car had already been sold. The car that I returned had value with only ****** miles when the allotment was ******. The sales manager ******************************* offered me $1000 to keep the car because the falsification **** was trying to do, wouldnt work once it got to Hyundai Finance. Due to the ***** and the LIE told by ****, the $1000 was to compensate me. I was told I would receive that amount, we agreed. Once I got to the ******************* I was told I wouldnt receive the $1000 for 30 days. I received an email confirmation from the Finance Manager abut the $1000 payment that is due to me. Please see attachments.August 9: I still hadnt received my $1000, I reached out to find out the status of my payment. I was contacted by the salesperson who sold me the car and was told I was still getting my payment.August 19, I still havent received the $1000 that was promised on 7/8, I reached out again requesting payment.They stole my car, didn't honor their guarantee, falsified paperwork and didnt pay me what was negotiated.

  Business response

  09/02/2024

  We are coordinating with ****************** to get her complaint resolved to her satisfaction. Sincerely, Chase *********************** **********************

  Customer response

  09/02/2024

  I have reviewed the business response and accept this resolution.  The business has made right on their promise.

*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. ↩