Clay Cooley Hyundai of Terrell — Local services in Terrell

Update: Wes Parker gave me a call to apologize for our recent experience. He assured me that this isn’t their usual approach and committed to ensuring his team maintains clear and consistent communication moving forward. I appreciate the effort to make things right and to reassure the customer. Thanks, Wes!

Extremely Disappointing Experience at This Location

I’ve been bringing my vehicle here for nearly two years and, until now, my experiences had been generally positive. Unfortunately, my most recent visit was nothing short of frustrating and unacceptable.

Poor Communication About New Location On Monday, 3/10, I couldn’t locate the dealership due to their recent move. When my husband called for directions, the person who answered the phone had no idea what the new address was and couldn’t guide us there. This lack of basic information was incredibly unprofessional.

Lack of Transparency with Pricing When Heather in the service department pulled up our history, she noted our last visit in September 2024 and the amount we paid for a standard oil and filter change. This time, she quoted us $25 more—without any explanation. Only after I pointed it out did she mention, in passing, that the new price is "standard for everyone now." A simple acknowledgment that the price had increased would have been enough. Don’t pretend nothing changed when the records clearly show otherwise.

Incomplete Diagnosis and Poor Follow-Up The check engine light was on, and after running a diagnostic, I was told it was due to an oil leak. I agreed to the recommended repair, which required ordering a part that was supposed to arrive the next day—but didn’t come in for two days. After the part was finally installed, they insisted on test-driving the car for 50 miles to ensure the issue was resolved. I picked up my car on Thursday and the light was off—until 30 miles later when it came right back on.

I returned the vehicle Friday morning and was told by Heather that I’d need to pay for a second diagnostic. Absolutely not. Her response was evasive and dismissive, implying there was no way to catch the second issue the first time around.

Worse, nothing was done on Friday. I had to call multiple times just to get any sort of update. The follow-up and communication were abysmal. Finally, the mechanic ran a diagnostic on Saturday and discovered a completely new issue.

Lack of Accountability and Poor Customer Service I filed a complaint with Hyundai corporate, who only offered to cover 65% of the labor and parts cost. This was clearly a failure on the dealership's part, yet they were unwilling to fully make it right. I still had to pay another $600+ to fix the additional issue.

This service department is disorganized, lacks transparency, and shows little regard for customer loyalty. I will never return to this location and would advise others to proceed with caution.

Wes Parker (General Manager), this level of service is unacceptable—you should be ashamed of how your team is treating...

This was probably the worst experience I have ever had getting my car serviced and will never return for anything, not even an oil change. (Service performed my Jonathan Dillon, Service Manager on at the time Nathan Myers.)

First issue: Performing work on my vehicle without the proper authorization.

Second issue: Not performing an estimate and sending it to me PRIOR to starting work.

Third issue: ZERO I mean NO communication whatsoever about what the technician saw wrong with the vehicle, what’s right with it, what I should do to resolve any issues during the repair, nothing. Previously will have constant contact with the technician throughout the appt. That was NOT done.

Fourth issue: Upon arriving for car pickup, the technician is not available to speak to me about anything. Receptionist just hands me the keys.

Fifth issue: Receptionist notices a missing lug nut from one of my tires is placed inside a bag with my keys but no notes on what happened was left by technician.

Sixth issue: Receptionist notices no one has reviewed any recommendations with me about the lug nut.

Seventh issue: The tech Jonathan magically appears to explain everything after multiple attempts to be contacted by the receptionist. Attitude piss poor and doesn’t have any regard for me my vehicle or what the issue is at this point.

I was informed that since I made appt online, no estimate has to be provided if I didn’t ask for one. So any customer can just request any service online and you guys will do it, no problem? No where I have ever been has ever performed work on my vehicles without an estimate or approvals first. Even though I called before hand to confirm this, and a Jason at BDC confirmed this also, the tech said he didn’t have to. In addition, he claims that the log nut was hanging off and the stud was stripped upon taking off the tire. If that is the case and you don’t want to be liable, why not call me beforehand to let me know that? I just arrived to a missing lug nut and was going to take my keys and go IF I had not asked the proper questions.

Instead, I arrive to the dealership with no tech to explain anything, work that was done but not authorized, and now an additional cost of $213 for lug nut and stud repair, lousy customer support when bringing up the issues. In fact, when I did try to explain this I got a “well, now we are here. what do you wanna do about it now”.

Overall the ball was dropped in so many areas. Customer service with the guys specifically Jonathan was extremely poor. Service Manager, Service Delivery Manager, Nathan Myers somehow was never available throughout my time there. First he was at lunch… then in a meeting so avoided to hear, resolve or understand my issue.

Again, this dealership, I won’t ever return and can no longer be trusted with upfront repair costs nor customer support or...

During the presentation of pricing figures, the sales person (female) advised that we were required to purchase the Family Guarantee Plan for $1999. That didn't sound right and did not set well with me. The Terrell location is very small and you have to set at a table with no privacy. There were several salesman mealing about wonderlessly with other persons coming in and out of the room/office. To put it mildly, it was distracting, unprofessional, weird, sketchy, and low rent. Taking those two unseemly facts above in to account, I decided to get the hell out of there and would not be back. I did not and will not buy a car from the Terrell location. So, with numbers in hand, I decided out of curiosity to go to Clay Cooley of Mesquite. I told the salesman exactly the car I wanted. He found one. Gave me the numbers with FG $1999 figure. I told him I did not want that and he said we did not have to purchase the plan. That was directly contradictory to the Terrell Salesperson. So, two employees at the same company giving opposite answers for a sale. Not a good look for car salesmans and that is why consumers absolutely hate car shopping. The salesman at Mesquite was a nice guy, didn't lie to me, was not pushy, was willing to do whatever to get the sale, had a place to set and negotiate, and we made a deal. The other salesperson lost the sale. Plus, no privacy in Terrell to talk business is very sketchy and unprofessional. Same company, two totally different experiences.

Perhaps the takeaways for Clay Cooley Managment are: 1.Encourage your salesperson not to lie to customers who are spending tens of thousands of dollars to purchase a new car. Provide a place that is atleast semi-private to discuss finances, sensitive identifying information etc. It makes the customer more comfortable and not like they are buying a bicycle in Guatemala. I will not charge Clay Cooley for a consulting fee for that...