Clay Cooley Mitsubishi - Service Center

DO NOT BUY A CAR HERE (Clay Cooley Mitsubishi)! !! Disappointing Experience – Lack of Transparency and Poor Customer Service I purchased a 2022 Genesis G70 on December 19th as a special holiday g !! Disappointing Experience – Lack of Transparency and Poor Customer Service I purchased a 2022 Genesis G70 on December 19th as a special holiday gift to myself. While the car itself is great, my experience with the finance department and customer service was extremely disappointing. During the financing process, my fiancé and I met with Faisel, who presented us with options for GAP insurance and an extended warranty. Initially, the quoted amount was higher than expected, so we requested a moment to discuss. After deciding that both the GAP insurance and warranty were necessary for financial protection, we agreed to move forward at a specific price. Faisel also mentioned he could reduce our interest rate by 1%, which reassured us about our decision. As we were finalizing the paperwork, Faisel had me sign a document on a tablet, which only displayed the electronic agreement. I assumed I would receive full documentation before leaving, but when I asked for it, he assured me it would be emailed and that the loan company would send additional details by mail. At the beginning of the new year, I received my loan documents, only to find that the terms were entirely different from what we had agreed upon. I immediately contacted Faisel, to request the different of what we agreed vs what the bank received. He informed me that his manager, Rodney (the General Manager), would follow up. After waiting several days, I called Rodney myself - over a few phone conversations. He acted unaware of the issue initially and advised me to refinance my car in a few months, insisting that nothing could be done since I had signed the paperwork. I explained that refinancing was a separate matter—the real issue was that I left the dealership under the impression my monthly payment would be one amount, only to find out later that it was higher. Moreover, I had not been given the opportunity to review all the documents before my electronic signature was applied to them. Rodney became defensive and raised his voice, insisting that I wasn't happy because I wasn't getting my way. When I asked to escalate the matter, he attempted to redirect me to the service department who has no power in these types of issues. He eventually hanging the phone up on me. A couple of hours later, Malcolm, the Director of Finance, called to discuss the issue. He was more professional but still maintained that nothing could be done since I had signed the paperwork. However, after further discussion, it became clear that Faisel had promised a lower interest rate to make the numbers align with our agreed-upon monthly payment, yet he never actually processed the rate change with the bank. Instead, he simply proceeded with the higher interest rate while leading us to believe the adjustment had been made. Malcolm explained that Faisel likely used a simulator to present the desired payment figures but never followed through on making the actual change with the lender. Since I had signed electronically agreement and not seen the full breakdown, it is my assumption that my signature was applied to the final documents without my knowledge of the discrepancy. After further negotiations, Malcolm offered two years of free oil changes as compensation, but after discussing it with my fiancé, we declined. We prefer not to do any further business with this dealership due to the deceptive practices and lack of accountability. Most recently (Monday 13th), I contacted Faisel to obtain my guarantee and warranty provider details. He emailed the signed warranty agreement but claimed he could not locate the guarantee information. He promised to follow up, but after seven days, I have yet to receive a response. This experience has reinforced the negative stereotypes about car dealerships and sales tactics. I sincerely hope this review catches the attention of the dealership's ownership, as I am still missing critical documentation. More

Convenient location and manages my car's needs. Thanks Clay Cooley Mitsubishi for getting my baby together! Thanks Clay Cooley Mitsubishi for getting my baby together! More

Clay Cooley Mitsubishi double underlines quality, customer service, and affordability with red ink. From purchase to maintenance, the Arlington location has provided me with nothing short of incompar customer service, and affordability with red ink. From purchase to maintenance, the Arlington location has provided me with nothing short of incomparable technical and customer service. This location comes highly recommended, and I wouldn't consider another place to buy a car More

Esta bien. Pero. No me gusto la última vez que fui no me gusto trato de el vendedor Pero. No me gusto la última vez que fui no me gusto trato de el vendedor More

very good and what I like is that he explains well and is very patient with you very patient with you More

The people there are amazing, very knowledgeable and understanding. I would absolutely recommend them to all of my friends and family understanding. I would absolutely recommend them to all of my friends and family More

The Service department workers were awesome. The mechanics were wonderful too. Thanks for washing my car. The mechanics were wonderful too. Thanks for washing my car. More

Friendly and competent, there was also a relaxing break room where I could have a good time. room where I could have a good time. More

Best Customer service I've relieved from all the Mitsubishi dealership I've been for service!! I will drive 1 hour just to get it service here , From now on!! Customer service is #1!!! Mitsubishi dealership I've been for service!! I will drive 1 hour just to get it service here , From now on!! Customer service is #1!!! More

Professional, attentiveness, knowledgeable staff who are very friendly and knowledgeable about their products and their services very friendly and knowledgeable about their products and their services More