CB Automotive Financing and Insurance Clay Cooley Auto Group Complaints #2-21

Clay Cooley Auto Group Reviews and Complaints

Clay Cooley Auto Group review: Service/customer service

Geanny Morales of Irving, US

Sep 01, 2023 5:32 pm UTC

Verified customer

My car broke down on August 22 and I still don't have a diagnosis. This is unacceptable. The customer service I have received is the worst I have experienced in my life and it's causing me unnecessary stress and anxiety to call them. They make empty promises to return my calls and then never follow through. When I do get through to someone, they transfer me to different numbers, no one answers, or they put me on hold without any explanation. This is not how a responsible and reliable company should treat its customers.

I had a really bad experience with the service advisor who was assigned to my car. He was very condescending and dishonest, giving me false information and false hopes. He even told me that my car "has a lot" of work to do, but when I asked for specifics, he repeated his statement, with a frustrating tone of voice. When I asked if I could get a loan car, he told me there was a waiting list, but when I asked where I was on the list, he said I was number 175. When I called again a few days later and asked for the list, he said I was number 163. The last number he gave me was 10. To make matters worse, when I explained that English wasn't my first language, he said, "Lady, I don't understand what you're saying," which really hurt me. He hung up on me before we could finish the conversation.

I spoke with the Service Manager (in person) who explained the complexity of the job. He expressed his concern and apologized for the inconvenience, he informed me that they were understaffed and couldn't meet the high demand for technicians. Despite his reassurances, he failed to follow up with me as promised.

This situation has caused me financial strain as I lost work hours, had to rent a car, and even paid for the first towing.

This is not the kind of service Mr. Cooley and his children advertise.

Desired outcome: I would like to know the diagnosis of the car so that I can plan accordingly. I am currently waiting for your response.

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Clay Cooley Auto Group phone numbers

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Clay Cooley Auto Group emails

chase@comeseeclay.com

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Clay Cooley Auto Group address

1251 E Airport Fwy, Irving, Texas, 75062-4804, United States

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