Clay Cooley Volkswagen Of Richardson

Incident Report – Threat and Intimidation at Volkswagen Dealership On October 17th 2025, I went to the dealership for the second step of an oil consumption test for the fourth time. After driving approx Dealership On October 17th 2025, I went to the dealership for the second step of an oil consumption test for the fourth time. After driving approximately 630 miles, I returned the vehicle as instructed. When I arrived, I began what was supposed to be a normal discussion with the manager, who eventually identified himself as Brandon (after refusing several times to provide his name). I wanted to talk about the ongoing oil consumption issue with my car and about the loaner vehicle policy. The dealership limits loaner cars to 150 miles per day, and I needed to drive several hundred miles for personal reasons. I asked Brandon how long they planned to keep my car so I could plan accordingly and ensure I stayed within the mileage limit. My question was straightforward and directly related to the service process. At first, the conversation was calm, but Brandon quickly became defensive. I remained polite and repeatedly addressed him as “sir.” He insisted that the dealership had provided me with “the best customer service,” and then told me directly that I had submitted a bad review for their dealership, which he claimed was “affecting the dealership” and “affecting his job.” He appeared visibly angry and frustrated about the review — even though the dealership itself had sent me the customer feedback link. I explained clearly that I had nothing personal against him or any of the employees, and that my review only reflected my frustration with the lack of updates and repeated delays. Each time I brought my vehicle in, the dealership kept it for up to 10 days, saying they needed to wait for direction from Volkswagen of America technicians, yet they never provided a clear explanation or results. Despite my calm tone and respectful approach, Brandon continued to take my comments personally and acted irritated and confrontational, telling me that I “don’t understand.” I tried to de-escalate the situation by again saying, “Sir, I see that you’re upset, but I have nothing against you or anyone here — I’m just trying to deal with Volkswagen and get my car issue resolved.” At that point, Brandon’s behavior escalated sharply. He verbally threatened me, saying he was “willing to get up out of his chair and drag [me] outside.” He also said he would “take off his VW shirt and do something,” which I interpreted as a direct threat of physical harm. I have this entire exchange recorded on video. As I attempted to leave, Brandon, Kriss Massin, and Kari Hill surrounded me near the exit. Kari Hill grabbed my arm without any reason; I immediately told her not to touch me. She then threatened to call the police, implying I was acting like a criminal, even though I remained calm and cooperative. Once I exited the building, Brandon continued his hostile behavior, declaring that he was denying me service and acting aggressively in front of others. His actions, combined with those of the other employees, amounted to verbal intimidation, physical interference, and unprofessional conduct. Under Texas Penal Code §22.01(a)(2), Brandon’s statements qualify as “assault by threat,” defined as intentionally or knowingly threatening another person with imminent bodily injury. The conduct of the dealership staff clearly demonstrated verbal and physical intimidation. I am submitting this report to formally document the incident and request investigation and appropriate action against the individuals involved for their threatening, retaliatory, and unprofessional behavior. More

Alex Treber was extremely helpful. I was able to get a loaner while waiting for my vehicle to be fixed and he made sure to keep me updated with everything. I was able to get a loaner while waiting for my vehicle to be fixed and he made sure to keep me updated with everything. More

The Best Used Car Buying Experience I’ve Ever Had I went in on a Saturday to purchase a car for my son, and from the moment I walked in, the experience was top-notch. I was fortunate to be helped by Haley, in on a Saturday to purchase a car for my son, and from the moment I walked in, the experience was top-notch. I was fortunate to be helped by Haley, and I truly cannot say enough good things about her. She provided the best customer service I’ve ever received at a car lot—professional, knowledgeable, and genuinely caring. She is a true asset to the company and honestly deserves to be paid well. She's the reason I stopped shopping around and knew this was the right dealership for us. Although I came in during the afternoon and ended up staying late, not once did I feel rushed. Every staff member I interacted with—Haley, Steve, and the team in the business office—was kind, patient, and thorough. They followed through on everything they promised, which gave me full confidence in the purchase. I’m super happy with the entire experience and would highly recommend this dealership to anyone looking for a quality used car and outstanding customer service More

Robert was EXCELLENT! !! I was able to get into something (only 70 something thousand miles, 2021, NO MONEY DOWN, and with 3rd row seats)! It was just the hold up from the !! I was able to get into something (only 70 something thousand miles, 2021, NO MONEY DOWN, and with 3rd row seats)! It was just the hold up from the bank that it was a day wait, but it was pushed for me to be able to drive off In My New BABY!!! Thank you all so very much and I will DEFINITELY BE BACK FOR THE TRADE INS!!! More

The problem is not resolved. The carplay still disconnects and coming twice for repairs didnot solve the issue The carplay still disconnects and coming twice for repairs didnot solve the issue More

I received exemplary service during my recent visit. A significant part of this positive experience was due to my service advisor, Daniel K. He demonstrated remarkable patience and kindness while meticu A significant part of this positive experience was due to my service advisor, Daniel K. He demonstrated remarkable patience and kindness while meticulously walking me through each service request. His recommendations were insightful and clearly communicated, which I found incredibly helpful. Daniel's dedication to customer care is commendable. Thank you for the outstanding support! More

Great buying experience at Clay Cooley Volkswagen in Richardson. Our sales person Hailey W did a fantastic job and was extremely helpful in our car purchase Richardson. Our sales person Hailey W did a fantastic job and was extremely helpful in our car purchase More

These folks have do their homework. They KNOW how to provide excellent customer service. It's been a pleasure doing business with you. They KNOW how to provide excellent customer service. It's been a pleasure doing business with you. More

Great customer service. They took care of all my needs. They provided timely updates on my services. They even made sure I made it to work with a shuttle ride. They took care of all my needs. They provided timely updates on my services. They even made sure I made it to work with a shuttle ride. More

Customer service was great, from the start till the end had good communication, Kari Hill was very professional and upfront and kept us informed had good communication, Kari Hill was very professional and upfront and kept us informed More