Jose Rubio

Clay Cooley Nissan of Richardson responded

Thank you so much for your kind words! We’re thrilled to hear you had a great experience and are enjoying your new car. It was a pleasure working with you, welcome to the Clay Cooley Nissan of Richardson family!

mattj402 responded

Escalation of Unresolved Finance & Contract Issues I have emailed finance management, called both numbers you provided, visited the dealership 14 times, left a voicemail, and responded privately through this platform — and have still received no response. Your dealership’s failure to send payment to PNC Bank in a timely manner has caused me to continue making payments on a vehicle that no longer exists, simply to protect my credit. On top of that, I was forced to purchase a replacement vehicle, meaning I am now making payments on two vehicles — all due to Courtesy Nissan’s failure to fulfill its contractual and financial obligations. As of now, this issue remains unresolved. Next Tuesday, I will be filing formal complaints with the Texas Attorney General’s Office, the Better Business Bureau, and the Texas Department of Motor Vehicles. If I do not receive resolution prior to that date, I will also pursue the dealership in small claims court for multiple violations, including but not limited to: 1. Breach of Contract 2. Conversion or Misapplication of Funds 3. Violations of the Texas Occupations Code – Dealer Conduct 4. Violations of the Texas Deceptive Trade Practices Act (DTPA) 5. Violation of Finance/Lender Agreement Obligations This situation has gone on long enough. I expect an immediate and substantive response to resolve this matter. Sincerely, Matthew Jackson

mattj402 responded

After weeks of being ignored and receiving no resolution from Courtesy Nissan regarding my canceled service contracts and missing refund, I have officially moved forward with filing formal complaints with the Texas Department of Motor Vehicles (Dealer Enforcement Division), the Texas Attorney General’s Consumer Protection Division, and PNC Bank’s dealer compliance department. Despite submitting my service contract cancellation in August 2025 and repeatedly following up — including fourteen in-person visits to the dealership because the finance department could not be reached by phone — I still have not received confirmation or proof that my lienholder has been paid. Courtesy Nissan’s lack of communication, accountability, and professionalism has been extremely disappointing. Their failure to act promptly has caused significant financial hardship, as I’ve had to continue making payments on a vehicle that no longer exists, while also paying for a replacement. At this point, this situation is no longer just an inconvenience — it’s a matter of consumer protection and dealership responsibility. I strongly urge anyone considering doing business here to proceed with caution and make sure all financial and contractual matters are documented in writing.

mattj402 responded

Hi, Thank you for reaching out and offering to look into this situation. I want to clearly explain what has happened so far: I submitted my service contract cancellation on August 15, 2025, but Courtesy Nissan did not process it until September 30, 2025. The refund of approximately $5,000 was issued to Courtesy Nissan, yet my lienholder (PNC Bank) still has not received those funds. Despite repeated attempts, I have been unable to reach anyone in the finance department by phone, which has forced me to personally visit the dealership fourteen (14) separate times to try to get this resolved. Each of those visits caused me to miss work, which is completely unacceptable. During multiple visits, I was also told that the finance department “doesn’t handle GAP insurance”, even though I was explicitly assured at the time of purchase that the dealership would handle all GAP and service contract paperwork. On top of all that, Courtesy Nissan’s failure to send payment to PNC Bank in a timely manner has directly impacted me financially. Because the refund was never applied to my loan, I have been forced to continue making payments on a vehicle that no longer exists in order to protect my credit. At the same time, I’ve had to purchase a replacement vehicle, meaning I am now paying for two vehicles simultaneously — a completely avoidable situation that exists solely because Courtesy Nissan failed to complete their end of this process correctly. This entire ordeal has cost me a significant amount of time, missed work, and unnecessary frustration. At this point, I feel I should be compensated for the inconvenience and financial burden caused by the dealership’s lack of communication and failure to follow through on its responsibilities. I’m requesting written confirmation of the following: The date Courtesy Nissan received the refund, The amount, and Whether and when the refund has been forwarded to PNC Bank, including any proof of payment or reference number. Given the dealership’s repeated delays, the 14 in-person visits I’ve had to make, the missed work hours, and now the additional financial hardship caused by having to make double car payments, I am requesting that Courtesy Nissan provide reasonable compensation for my time, inconvenience, and losses. Whether in the form of a direct reimbursement, service credit, or other goodwill payment, I believe this is appropriate and justified considering the extent of the dealership’s miscommunication and the hardship it has caused. I would appreciate this matter being resolved immediately. Please treat this as a priority, as this situation has gone on far too long and continues to create unnecessary financial strain. Sincerely, Matthew Shane Jackson 972-900-9146 mattj402@gmail.com