Clay Cooley Volkswagen Of Richardson

⭐ 1/5 Stars — Extremely Disappointing Customer Service! TJ supposedly has 26 years of experience in the car business, but based on my experience, it seems more like 26 years of failing to understand cus TJ supposedly has 26 years of experience in the car business, but based on my experience, it seems more like 26 years of failing to understand customer service! I have been trying to work out a vehicle deal with TJ, and the entire experience has been nothing short of frustrating, unprofessional, and a complete waste of my time. First, he refuses to provide actual numbers or give me any transparency regarding a potential deal. Second, the pictures he sent of the vehicle he wanted me to consider were absolutely terrible. You would think someone with 26 years of experience would understand the importance of providing customers with clear pictures, accurate information, and straightforward pricing. To make matters worse, he expects me to drive an HOUR to the dealership without showing me any numbers or providing anything concrete in writing! Instead, I’m supposed to take his word that he’ll try to work something out. I even explained the financial hardship my family is currently experiencing, hoping for some understanding and a willingness to communicate openly before asking me to waste two hours driving back and forth. Apparently, that’s too much to ask. Here’s some advice, TJ: Customers don’t need empty promises. They need honesty, transparency, professionalism, and respect for their time. Having 26 years of experience means absolutely nothing if you cannot provide the basic level of customer service people deserve. I was genuinely interested in purchasing a vehicle, but this experience has completely turned me away. I absolutely DO NOT recommend this dealership based on my experience. If this is how potential customers are treated before a sale, I can only imagine what the experience might be like afterward. Save yourself the frustration, the gas money, and the wasted time. Take your business somewhere that actually values its customers! ZERO STARS for customer service if that were an option! More

I'm not sure what the issue is with the Clay Cooley Volkswagen service department is but the amount arrogance that exists in unreal. I need service on my car and received a text that service loaners ar Volkswagen service department is but the amount arrogance that exists in unreal. I need service on my car and received a text that service loaners are available. I spoke with KJ yesterday. He told me that he would have a loaner by morning and that he would call me back. Never heard anything back from him. I called back again today and spoke with an advisor named Austin. I introduced myself and told him the issue. He tells me that they do have loaners but they don't and the theres a list you have to go on to be approved for a loaner. When I tried to get clarity about this list he asked me for my name and phone number and that he would have KJ "give me a shout." This is the poor level of service that Clay Cooley is known for and its pathetic that their employees pass the blame to someone else rather than addressing the issue. I wonder how much money Clay has lost because of the low level of service and professionalism of employees like this? More

We went their on 4/24 to look at 2018 Honda Odyssey and ended up buying it. Unfortunately, we are short of time and they are aware of the time that we have to leave to pick up our kids at school and has t ended up buying it. Unfortunately, we are short of time and they are aware of the time that we have to leave to pick up our kids at school and has to drive an hour. The sales agent OKLA told us just to contact him and bring the vehicle back so they can check and fix some issues that we agreed upon and we will have a loaner car while they are fixing the van. This gave us the assurance to take it home since we were told by our sales agent OKLA as it was approved by the sales manager Steve Martin that we can bring it back and they will fix it. We took picture again of the concerns that we need to be looked at and fix and sent the pictures directly to our sales agent’s cellular phone (4/29/26). He replied “so sorry about that”. Then I replied if I can bring it back that Saturday (May 2, 2026). But I have NOT received a single reply. Not receiving a response from him is unacceptable and unprofessional. Fast forward, my wife called the sales agent on May 1, 2026, fortunately he picked up the phone but was told that he will talk to his service manager and will call her back. My wife told him that she will wait for his call and the agent said “sure, i will call you”. So, did he call back? NO! Unacceptable and unprofessional. Then my wife called him again on May 8, 2026, he hang up and texted “i will call you later”. Did he call back? NO, again! all promises that never ever happen. I txted him and he never reply. Unacceptable and unprofessional. My wife called him not once but twice but he just told my wife I will call you back. We also called the store and they told them our concern and they told us we will forward this to our sales manager and after 2 weeks NO call whatsoever. The incompetency, disrespect, and disregard of these people leaving us hanging here with no assistance or any communication to fix the problem. We came to your store with decency and respect to the people we talked to and now you treat us with disrespect and neglect by NOT responding to our text our NOT calling us back addressing the concerns we have in the first place! I have never seen a level of utmost disrespect these people have towards their customers. We dont want to embarass people or put up a bad review but the owner of Clay Cooley of Volkswagen should be aware of these practices their employees are doing behind his name, legacy and company. Sales Agent Okla and sales manager Steve Martin is an EMBARASSMENT to your company. Mr. Clay Cooley, I know you work really hard to earn the respect and commitment of your customers but what these people did to us was pure intentional and incompetency. I know we are not getting any response from these people anymore but we just want you as the owner to know what is happening to one of your dealership and how they treat their customers wrongfully. We believe the best marketing is through word of mouth and what we experience here was way beyond disappointment and we will share this experience to our family, friends, and social media. We know this is just an easy fix if your employess do their job or have the commitment to help their customers from top to bottom. And should not have resulted to this. To the Clay Cooley family, I know you work really hard to earn and build up your name to be one of the trusted name is car dealership but these bad apples who work for you doesnt share the same commitment, values and mission you have institued in building your company. Have a Blessed Day. More

I had a very bad experience at this dealership. They were not transparent at all and did not clearly explain the contract I was signing. What I was told verbally did not match what I later found in They were not transparent at all and did not clearly explain the contract I was signing. What I was told verbally did not match what I later found in the documents. The sales process felt misleading and unprofessional from beginning to end. I trusted their guidance, but later realized I was placed into a lease without proper explanation. This situation has had a direct impact on my personal life and my family. Because of this, I have had to make important changes in my daily life, since the vehicle I have now has limitations and is not a financed car as I originally believed. I specifically dealt with a salesperson named Estela Gonzales, who did not take the time to properly explain anything and contributed to this negative experience. I would not recommend this place to anyone. Be extremely careful and review everything on your own before signing anything. More

Everyone was extremely helpful answered questions and was attentive. I definitely would recommend more people to come here. I appreciate Tyrone for being extremely patient and supportive in this purchase attentive. I definitely would recommend more people to come here. I appreciate Tyrone for being extremely patient and supportive in this purchase More

I came in with a pre-approval from Capital One. I told Edwin what I wanted and my budget. He found something even better and worked it out for me to have a discount. They also worked it out for me I told Edwin what I wanted and my budget. He found something even better and worked it out for me to have a discount. They also worked it out for me to have Gap insurance and a bumper to bumper warranty in my monthly budget. There was no haggling and super easy. I was in and out and super happy with my experience! More

Very helpful and patient gentleman at VW Richardson. Got a good deal. Love my car! Got a good deal. Love my car! More

I continue to come back to this dealership solely because side of my service advisor Alex Treber. He is always kind and looks after my needs. side of my service advisor Alex Treber. He is always kind and looks after my needs. More

Billy was very friendly and took care of our needs. He is personable and knowledgeable He is personable and knowledgeable More

Noah was great Steve did not give us the trade in value he offered. Richard cost us extra money in his slow payoff of the trade. It took him 3 weeks We had to get a name of Kirk Yost to get the issue at he offered. Richard cost us extra money in his slow payoff of the trade. It took him 3 weeks We had to get a name of Kirk Yost to get the issue at least paid off Remember Kirk Yost if you have issues. More