Clay Cooley Volkswagen of Richardson — Local services in Richardson

Stay away from this dealer at all costs, they are a masterclass in dealing in bad faith. Bought a used truck there last week, and had one of the most negative, deceitful experiences possible. Buckle up, this is a long one.

For starters, I came in a week before I bought my truck and agreed (in-writing) on a vehicle price, as well as a trade-in value for my vehicle I was trading in (also in writing). After being told they had the vehicle I was interested in at their dealership, they told me it actually needed some repairs and was off-site being fixed. I was told that it would be ready the following Monday, so myself and the salesman agreed on numbers (again in writing), and I left. I followed up Monday, was told Wednesday it would be ready. Followed up Wednesday, was promised a return call with an update, got nothing. I finally called the dealer that was repairing the truck on Thursday, and got a real ETA from them, which ended with me back at Clay Cooley Richardson on Friday.

Prior to going to finance, the salesman came over and told me I would not be getting the trade-in value we had agreed upon (in writing), as "we were trying to hit sales numbers for the month when we agreed to that, and now that it's a new month we won't be able to honor that value." Frustrated with that but not totally discouraged, we move to financing.

Fast-forward to the finance office, I let the financing agent know that I am pre-approved with my bank, and would like them to send a PO and "Dealer's Guarantee of Lien" to my financial institution. The finance agent lied to my face and said they do not send DGOLs to outside financial institutions. I know this was a lie because I have connections with the bank I was pre-approved through, and they let me know this was false as they had received a DGOL for a separate deal at Clay Cooley VW of Richardson just 15 minutes prior.

Further upset and frustrated about being blatantly lied to, I begrudgingly moved forward with financing through Clay Cooley VW of Richardson as the finance agent promised me a 36 month VSC "at cost" if I financed through them. I had no choice but to finance with them as Clay Cooley VW of Richardson would not honor the fact that I wanted to finance at a separate financial institution. I informed the finance agent I did not want the 36-month VSC, and he agreed to run my numbers without that VSC added into the final price.

Upon his return, he showed me my payment options (supposedly with no ancillary products). I noted that they seemed high for the amount I was financing after my down payment and trade-in, so the finance agent left again to "check on something." After a while, he comes back and claims that those monthly payments are in fact correct, and that he will throw in the 36-month VSC "for free" to me, as he "did not want the heat if something happened to the vehicle after it left."

After signing a few documents I noticed there were some errors regarding the lien holder information on my trade-in vehicle. I informed the finance agent, and he reset everything. Once we were back to signing documents, he signed a few documents for me before I was able to stop him. Although these were documents that I had signed before the error, it struck me as fraudulent that he was reaching over the table to sign legal documents in my name.

I proceeded with the deal and left that night with my new vehicle. That night, I reviewed my documents and noticed that the finance agent did in fact include the VSC and its associated cost on my loan amount, increasing my financed amount by nearly $2700. This was the VSC that I was supposedly receiving "for free," causing me to feel taken advantage of and further lied to. As I can figure it, he ran my original numbers with the VSC amount included and lied to me about that being my number with no ancillary products, then told me he would throw in the VSC "for free" without a change in my monthly payment. This was not just deceptive, it was a bold-faced lie and extremely predatory lending practice.

Clay Cooley VW...

No I am not satisfied with the customer service that I received today or yesterday from this Volkswagen. The only reason I came to this Volkswagen in Richardson was because someone referred me this Volkswagen at this location said she's had nothing but the best experience at this Volkswagen with the service manager. The service manager was the best person that she has ever dealt with. They given her satisfaction and she told me to go to this Volkswagen. I've been to this Volkswagen three times. The last two times was yesterday and today. The service person who helped me told me yesterday that the wrong tire size was ordered and said he went off the technician information that was on the paperwork. Now with that being said, if the technician that worked on my vehicle didn't know the tire size or put the correct information on my paperwork and the person who did my service paperwork did not double check that person 's information. Why in the world would I want either of them working on a vehicle that drives myself and my two children. Another reason I came to this exact Volkswagen was because they gave military discount. My husband deploys constantly and goes about and beyond for his country. The Volkswagen that I normally go to in Garland don't offer military discount but give the most amazing quality customer service that I've received in Texas. For that reason I would rather pay the full price than to drive back to Richardson's service department and try to use their military discounts. I am also not happy with my service person who took no accountability. I would rather he had said this is my fault. I should have double-checked the information and made sure it was correct but I did not but he did not say any of that. I made my appointment Monday. He asked me what day works best for you. Thursday works best for me. I'm a full-time mom, a full-time student and I work full-time, so Thursday was the only day that I could come into the service department to get the four things that I needed done. As I called this morning at 7:07am I said I'm coming in this morning to receive my tires and not later this afternoon. I pull into the service department at 8:06am in the service person comes to me and says there could be a problem. The tires were supposed to be delivered yesterday but they weren't delivered. The amount of stress that I had at the time of service was overwhelming. All of this is an inconvenience. Not once did the service manager come to me in person and ask how can I make this better? How can we do something to fix all of the things that have gone wrong today? Yes, there was an apology of I'm sorry but that's to be vocal. That's what they normally said for inconvenience. How can I make this right? Not one person came to me and did this. I will not be coming back to this service department and I will not answer any more questions. I will not go through this kind of service again. I am bothered that with all inconveniences that happened the service guy didn't ask for help or talk with his service manager for assistance. I will stay clear of this service department.

Below was the service I thought I would have gotten at this location. But it was no where near this...

Clay Cooley is the worst dealership. How do I rate Clay Cooley if the owners of this company don't care about reputation? They have no idea what a service is. It was like I was in the Stone Age. They just sell a car and immediately forget about them customer. Why do their employees give out business cards if they know they will NEVER reply to an email?

12/04/2024 I bought my Volkswagen Tiguan 2021 in Clay Cooley of Richardson, Texas.

When I decided to contact a Volkswagen dealer, I expected to receive customer SERVICE and PROTECTION. Instead, it's a COMPLETE disregard on the part of Clay Cooley employees and deception of the client for money:

1.) In the documents write that Clay Cooley sold me the SEL but in fact it is SE trim. This is an simple theft.

2.) Initially, the car I bought from Clay Cooley cost $18.888 on their website, but in the documents it costs $19.883

You won't find this figure $18.888 in the documents (VEHICLE BUYER’S ORDER). Of course, I'm talking about the start price of a car without taxes and additional fees.

Clay Cooley sold me a car for more than he put it up for on their website. This is a simple theft again. Tell me it's not like that. Is Clay Cooley really a Volkswagen dealer?

3.) Taking advantage of the fact that I don't understand English very well, they imposed on me insurance for $2,500 (ALLY Auto), convincing me that it covers EVERYTHING from bumper to bumper. I asked David Mitchell (Finance Manager) several times, and he confirmed that it was bumper-to-bumper insurance. In fact insurance covers only the mechanical part and not all of it. So what did I pay $2,500 for?

4.) Ok, I called in ALLY and wanted to cancel my insurance. They said that ONLY Clay Cooley can cancel it.

So WHEN Clay Cooley can do it?

And additionally:

A week later, I was giving a ride to a friend and it turned out that the seat belt wasn't working. I contacted the Clay Cooley service with this problem, and at first they traditionally ignored me. But a few days later, I asked if they were ready to take responsibility if something happened due to seat belt problems.

And they immediately responded! And they invited me to the service.

They did full diagnosis and reported me... that they found a problem with the battery and replaced it. Ok...

Then it turned out that my window washer wasn't working... I had to go to the service again and waste time (they left the car for the day).

I'm sorry, but I bought a "Certified Pre-Owned" (CPO) car. Doesn't this mean that a FULL diagnosis must be carried out before the sale?

If so, why have I visited the service so many times and...