Clay Cooley Nissan of Austin South

We have removed this consumer from all of our dealership correspondence.

Complaint: 12533047
I am rejecting this response because:  Customer did not hit a deer.  Customer hit a dead carcass in the highway which would constitute as "Road Hazard".  The 2 warranties I have mention nothing about what type of "Road Hazard" is not covered.  The 2 warranties I have also were sold to me with the claim that: "If you break it, we cover it; If we break it, we cover it; If it breaks on it's own, we cover it".  I have both the Platinum maintenance and the "Driver+Plus" which is supposed to cover more than defects and regular maintenance.   If this is not true, it is "Deceptive and False" advertisement and I was deceptively led to believe something in order to get me to purchase the additional coverage.Further, my splash guard was NOT torn and ripped when I brought the vehicle into the dealer, it merely was missing clips and needed to be reclipped.  My son and I both examined it prior to bringing it into the dealer.  It was reported to me by the shop at the dealer that it was torn.  Someone tore it to make the damage worse so that it would need to be replaced and would cost more than a few clips.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Blaming this on an independent ASE Certified mechanic that performed engine work is disingenuous.  The problem lies with a faulty exhaust header pre-cat.  Anyone with a computer can perform a basic search on this Nissan's catalytic issue.  I will refrain from using the language most people use to describe Nissan here.  The problem is my car was worked on, but the cat wasn't replaced.  The cat later made the repair worthless because it destroyed the engine anyway.  I have already verified with a second independent Austin auto repair shop that this was the case.  Their mechanic was VERY familiar with this issue.  He said it wasn't just the Altima, it was the particular engine and exhaust header that were placed in Sentra's the same year.  YouTube shows instructions on how to remove the header and cat and replace with a racing exhausted header, and to do it before the cat destroys the engine.  The problem with Clay Cooley Nissan is after both of my Nissans had their cats replaced (after one destroyed an engine already) they told me the new cat solved the problem of the poorly engineered original part.  Obviously lied to twice.
Regards,
Michael Castillo

To all parties concerned,
Once again we apologies for the confusion in this matter, When you deal in the used car business...every know and then you will have multiple parties on the same unit. This can happen through internet ,email, phone or even text...all deals are not necessarily done with the customer present....We strive hard to make every customer completely satisfied, unfortunately in used cars you cannot reproduce the car. Someone is going to be happy and someone may be upset...but ultimately we have to be fair.

Complaint: [redacted]
I am rejecting this response because:
This is not a case of misunderstanding or confusion on behalf of me or my wife, and the dealership knows it.  We were very reluctant to lease the vehicle because we had never done so before, and we were very explicit in asking if the federal tax credit was IN ADDITION TO the Nissan lease incentive.  We were assured by the sales team at least three times that the federal tax credit and the Texas state rebate were IN ADDITION TO the Nissan lease incentive.  The sales team even provided us information sheets on the federal tax credit and state rebate.  They never told us that some portion of the federal tax credit was included in Nissan's lease incentive -- quite the contrary, the sales manager said he the Nissan lease incentive was higher than the purchase incentive "because that's just what Nissan is offering right now" -- nor did they tell us that people who lease the Leaf for 36 months only receive 75 percent of the state rebate.  When we did the math based on the assurances and information provided by the sales team, the Leaf was competitive with other vehicles we were looking at and therefore within our price range.  Also, our subsequent research has also shown that other Austin area Nissan dealers are prepared to sell us the same model for the price we thought we were getting from Clay Cooley Nissan, taking into account the federal tax credit and full state rebate, so the dealer's attempt to make the price we thought we were getting once we received the federal tax credit and full state rebate absurdly low is disingenuous.
Regards,
[redacted]

The Versa was used as a trade in because it was titled in your name. We have very specific time frames in selling, funding and titling vehicles. While we make every effort in making sure all documents are completely understood by every customer, there are specific documents such as a buyers...

orders signed along with a lenders contract that shows the purchase price, financed amount and trade values at time of signing.

Complaint:...

[redacted]
I am rejecting this response because: I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me. My extended warranties had already been canceled previous to this complaint being filled so that was not part of the resolution. The dealership said that a check was sent to ALLY bank to be credited to the account on June 8th. While contacting Ally bank today I was informed they have no record of the so called refund. Mr. Garcia was attentive to my needs but was only able to offer a above average offer for my vehicle. I am still not satisfied and now I am worried about the refund not ever reaching Ally bank.
Regards,
[redacted]

We did not trade for this vehicle as Mr. [redacted] made the conscious decision not to per our paperwork he signed in our finance office. I talked to Mr. [redacted] and agreed to buy his vehicle from him for a Trade In value per 3rd party value guides. I set an appointment with him for Thursday 8/18/2016 and...

have yet to see him or hear from him.

When these types of repairs are performed, the engine control module is reset and reprogrammed. This can lead to what you are experiencing: jumpy & fume smell as the vehicle is relearning transmission shift points and run patterns. We are more than happy to set an appointment with you to confirm this - an appointment where you will work directly with the service manager and shop foreman to have all your concerns addressed and questions anwered.
The resolution regarding the financial loss is something that [redacted] is handling directly at the corporate level and not here through the dealership.

In regards to this complaint,all preowned vehicles are sold with an as-is purchase policy that must be signed by the customer stating that the vehicle does not come with any type of warranty as to protect the customer against any conversations between the salesperson and the customer.We apologize...

for any misunderstanding in this matter.

Here are the document.Please feel free to contact me if you need anything else.And yes our forms for deals that are that old have been stored in a offsite storage and it takes time to locate them.

We contracted Mr. [redacted] with products he agreed to purchase and he changed his mind as this is his option. We refunded the cancelled products back to his loan with NMAC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Yes ma'am I just received the check.  It was post marked March 6 not February 21 as Clay Cooley stated they mailed it.Thank you for your help regarding this situation.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and would like to set an appt. if it's regarding fixing the problem of the difference I was not told about being added to the amount that the sales person said, the sales price would be for the vehicle. (in other words sticking to the advertisement price and without this Protection Service Plan that was not at any time agreed on)Since my husband and I have already went to talk to y'all about this issue and was getting the run around saying that was not my mistake it was the previous person that was with you I don't that part of the buying transaction. So if it's about fixing this matter I'm more then willing to put my trust in Clay Cooley of Austin Nissan again as I did when I originally did that day I went to purchase the vehicle.
Regards,
[redacted]

The Versa was used as a trade in because it was titled in your name. We have very specific time frames in selling, funding and titling vehicles. While we make every effort in making sure all documents are completely understood by every customer, there are specific documents such as a buyers orders...

signed along with a lenders contract that shows the purchase price, financed amount and trade values at time of signing.

Clay Cooley Nissan(CCN) has lost my business as a new vehicle buyer and customer who allowed dealer to accomplish factory-recommended maintenance for years after purchase. The reason is over zealous attempts of dealer service department to accomplish unneeded replacement of parts and components in its preventive maintenance program, and, lack of support in working with auto manufacturer on expired warranty repairs available with extended coverage that could be enabled by cooperation between the two. Had I not kept maintenance records and been fairly auto-savvy, I would have needlessly spent many hundreds of dollars when advised by CCN to do so. No response over a period of months has been received to my written confirmation of no confidence in CCN, and decision to go elsewhere, Apparently CCN made a decision also. It appears to be to view my disgruntlement and lost business as a failed money-making attempt and signal to simply chalk up efforts and efficiently move past unflattering revelations that clearly raised questions toward CCN's integrity as well as quality assurance in operations.

We are refunding Mr. [redacted] the cost of his key and oil change as requested.

In regards to this complaint, Clay Cooley Nissan has no control over the banks guidelines all we can do is provide options available based on what the bank dictates.The bank makes it decisions based...

on credit worthiness,we then try to match the customer with a vehicle that matches the call. As for the credit score being affected a car dealer only has soft inquires thus not affecting a customers score dramatically..we apologize for any inconvenience in this matter.

I VISITED WITH MRS [redacted] AND CANCELLED THE FINANCE PRODUCTS AS SHE REQUESTED AND FIXED HER VEHICLE IN SERVICE UNDER THE NISSAN WARRANTY AND MADE AN ABOVE AVERAGE OFFER ON HER VEHICLE TO EITHER TRADE IN OR WE WILL BUY THE VEHICLE IF SHE DECIDES TO PURCHASE ANOTHER VEHICLE ELSEWHERE.

In response to the complaint filed by the customer,we would like to reach out and apologize for the way the deal was conducted ...we have had a change in management since her time of purchase and have put...

in processes and procedures to guard against this ever happening again.We would like to offer the customer a chance for us to reestablish our relationship by coming out and let us provide them with state of the art customer service.Thank you in advance for your consideration.