THIS IS THE LETTER, TELLING MY STORY, AND WAS IGNORED, BY MR CLAY COOLEY AND LISA COOLEY SENT ON JANUARY 9, 2012.
my name is Gabriela N Riwotta who purchased a new Grand Vitara MiniSuv at Clay Cooley in Arlington, Texas on July 16, 2011 as you can see this vehicle is only 3 months old. 3 days after the purchase, on July 19, 2011 some one hit the back of my Suzuki, I was so devastated and angry, as you can understand, we exchange insurance information, 30 day later Old America County Mutual Fire Insurance, send me a check for $2,786.99, from the person who hit my Suzuki.
I obtain 2 different estimates around the Arlington, Texas area:
King Service Collision for $2,200 and Craig’s Collision Center for $ 2,100.00
I decided to call Clay Cooley in Arlington, Texas, because I wanted original parts. I spoke to the Service Dept. and asked if they can order parts and install the parts in the vehicle. Service Dept informed to me: “No, we do not service any vehicle involves in collision.” You can try calling the dealerships in Dallas and Fort Worth. I decided to contact Dallas, Texas location; I work on Hwy 183 and Amon Carter Blvd.
On Thursday October 27, 2011 @ 3:00 PM I contacted Clay Cooley Suzuki at 800-584-5112 located 10849 Composite Dr, Dallas, TX 75220 and asked for Service Dept, spoke with a person named Jimmy De Leon and this is what happen:
PHONE CONVERSATION:
JIMMY: Jimmy speaking how can I help you??
GABRIELA: Hi my name is Gabriela, my vehicle a Grand Vitara 2011 had an accident, wanted to know if you can order parts and do the installation as well as minor repairs, also I explained to Jimmy over the phone about the accident and mentioned the insurance check.
JIMMY: Yes we do some collision repairs and install new part on vehicles; I need to see the damages first on your Suzuki to tell you if we can fix it. When can you bring the Suzuki?
GABRIELA: this afternoon. I going to need a rental, do you know a place?
JIMMY: Yes, I will explain when you get here okay; we close at 6:00 pm
When I arrive at the dealership Clay Cooley Suzuki on 10/27/2011 @ 4:30 pm, walk inside the service dept area and ask for Jimmy de Leon, lady point at a little desk facing the parking more like a little cubical. Introduced myself to Mr Jimmy; and proceed to walk outside to show him the damages on the back of the Suzuki. Mr Jimmy confirmed to me the repairs can be done there at the dealership.
OUTSIDE CONVERSATION:
GABRIELA: Mr Jimmy, the reason why I am here is I would like original parts only because is a new vehicle
JIMMY: I do understand, I will make sure the parts being order here, are going to be originals.
GABRIELA: Thank you Mr Jimmy also I have 2 estimates from King Service Collision and Craig’s Service Collision and the one submitted by the insurance, and then I instructed to follow the one from King Service Collision for $2,200.
JIMMY: okay mam, I would like to have the one from the Insurance and see why there is a difference of $500.
GABRIELA: The difference is FOR the car rental that I am going to pay.
JIMMY: okay mam.
GABRIELA: I asked Mr Jimmy if there is a possibility that instead of buying the rear bumper for $479 and inner cover back door for $340 just to fix both dents/scratches by buffing the rear bumper/inner cover back door and match the black paint, I really don’t think is necessary to install a new rear bumper or back door for a 1 ½ ”dents/scratches, as you know sometimes parts don’t fit the same way as when being installed at the assembly line., just let me know the price difference.
JIMMY: Yes man it can be done if that’s what you want. I will let you know about the price on those services.
GABRIELA: I do want you to order a New Spare Wheel Cover thought.
JIMMY: Okay mam, I will order a new one for you.
GABRIELA: How long this is going to take??
JIMMY: I will let you know tomorrow, Friday, don’t know if the parts are in and if I order will take 2 to 3 days for delivery. Do you want me to call the car rental?
GABRIELA: Okay, yes Mr Jimmy, please call the car rental.
JIMMY: Do you have the insurance check? Can you endorse the check, sign here, and give me your key and I will be start working on your car? Someone from Enterprise will be here soon.
GABRIELA: Yes I do have the check. Here my key. Thank you for all your help. Eric from Enterprise came in and left with him to get a car rental.
At this point Mr. Cooley, I left your dealership, trusting your employee Mr Jimmy de Leon with my Suzuki SUV.
Wednesday November 2, 2011: A call came thru my cell phone from 972-278-1900, Mr Don introduced himself as the mechanic working on my Suzuki, states the work was done and needed the lien holder, Wells Fargo, account number information to take the Suzuki to them and endorse the insurance check . He will call me tomorrow, Thursday when can I be able to get the Suzuki at the dealership. It was a quick phone conversation. I call Mr Jimmy to make sure about the information given to Mr Don was right. Mr Jimmy stated Mr Don is the mechanic that works there at Clay Cooley Service Dept. I told Mr Jimmy that due to the circumstances and for the sensitive of my information I do not want third people involve in my account, if something is need, for him to contact me directly. Mr Jimmy understood.
Thursday November 3, 2011: Received call from Mr Jimmy stating the Suzuki is ready to go and get it.
Conversation when I arrived at the dealership around 5:00 pm:
GABRIELA: Hi Mr Jimmy, is the Suzuki ready??
JIMMY: No, it will take 10/15 minutes there are almost finish with the oil change.
GABRIELA: Oil change??
JIMMY: complementary from Clay Cooley.
GABRIELA: Okay, tk’s, so do I have time to return the rental they close at 6:00 pm.
JIMMY: Yes.
Left the dealership to return the car rental and when I came back in 20 minutes, I saw my Suzuki right there parked.
CONVERSATION:
JIMMY: I am glad you came back, let’s get outside to inspect the repairs (while walking) the mechanic did exactly what you wanted, fix the dent/scratch in the rear bumper and outside door, he did a very good job.
GABRIELA: Yes he did, and what about the New Spare Wheel Cover, did you have one in stock or did you order a new one?? It looks almost the same.
JIMMY: Right, it does!! We had one in stock, so don’t worry. Let go inside. Are you happy with the results?
GABRIELA: Yes I am, looks very nice. How much was total?? So where is the print out, can I have all the paper work that I left here with you??
JIMMY: Well the mechanic left around 5:00 pm and did not complete the order detail; I will have the order detail breakdown tomorrow.
GABRIELA: did you see what the difference was and how am I going to get the difference from the price?
JIMMY: what difference?? was not any difference on price actually it was more, but it is okay we are going to leave everything just as the insurance check shown so you don’t have to worry.
GABRIELA: Still Mr Jimmy I do not think should be more than the insurance check amount because your place did not order 2 parts: the rear bumper for $479 and inner cover back door for $340 the fixes were on both dents/scratches only buffing and paint, right?? I don’t think those repairs were more than $800. Well just give me the print out with the details. Also I want the New Spare Wheel Cover purchasing order in case of some warranty.
JIMMY: Okay mam, will have the print out of the order detail tomorrow. Please sign here that you are taking your Suzuki.
GABRIELA: I Signed a paper for Mr Jimmy and left Clay Cooley dealership.
Next day Friday November 4, 2011, first thing in the morning, around 9:00 am, I called Jimmy de Leon again and left a voice message about having the break down in details on the work done to my Suzuki and to have it ready around 12:00 pm, which I was going to get it during my lunch time.
Mr Jimmy returned my phone call, left a voice mail stating the order wasn’t ready and the mechanic was still working on the numbers, it was going to be a waste of time for me going over there if the detail order form wasn’t ready.
I decided not to call him back, and then I got suspicious about the situation and went outside, and inspected what was done to the Suzuki:
1. The rear bumper dent and scratch was done okay.
No complain, I don’t think the body and refinish work done there cost $479.63
RESOLUTION: I WANT REIMBURSEMENT ON DIFFERENCE.
2. The inner cover back door dent and scratch wasn’t done totally, paint is not right.
I do have complain, again I don’t think the body and refinish work done cost $340.65
RESOLUTION: I WANT TOTAL REIMBURSEMENT; WORK WAS NEVER DONE.
3. The New Spare Wheel Cover, this part was not order and I noticed the hinge was repair;
Looks like someone did work a welding/silicone combination. I tried to open the Spare Wheel Cover and was very hard for me to snap it back together.
I do have a BIG COMPLAIN, I did not instruct Clay Cooley to perform this work. I told Mr. Jimmy to order a New Spare Wheel Cover (2 pieces part) inside/outside for $1136.94.
RESOLUTION: I WANT REIMBURSEMENT ON DIFFERENCE.
4. The Name plate “Suzuki” was not replaced because a New Spare Wheel Cover was not order either.
I do have complain, was told a new emblem was order for $122.59 plus the gate adhesive Nameplate for $52.46
RESOLUTION: I WANT TOTAL REIMBURSEMENT; WORK WAS NEVER DONE.
Then I call the phone number 972-278-1900 and someone answer: “Lapenna Collision Service”, asked the person if Mr Don works there? The person says to me “who is this” then I asked “Does you place do business with Clay Cooley”?? he says “I do not have to answer to you” I decided to hang up because the person on the other line was acting very rude. I Google the place: LAPENNA COLLISION SERVICE, located in 3021 Lincoln Ct, Garland, TX 75041, 53 miles from the dealership.
I never authorized Clay Cooley Dealership to remove/drive my Suzuki 53 miles nor was notified of some I didn’t know, to work on my vehicle and add 200 miles onto my mileages. If I knew that all the repairs were going to be done in another place, I would go directly to my own mechanic, a person that I know for 14 years. I decide to call the manager at Clay Cooley Dealership.
I called Clay Cooley and ask to speak with the floor manager or the person charged in solving problems, receptionist transferred call to Blaine Turner. Speak with Mr Blaine Turner about meeting with him around 12:30, Mr Blaine Turner asked “what was all this about”, informed Mr. Blaine Turner the problem has to be addressed to him in person. Mr. Turner says OK.
Meet with Mr. Blaine Turner and explained the situation as written here in this letter, trying to confirm if Clay Cooley use this Lapenna Collision Service Place, and yes, why nobody notified me of kind of procedure, then take him outside to show him the repairs, then this is what he responded: “Can you wait for a minute; let me make some phone calls”.
Waited for 30 minutes, Mr. Blaine Turner never came back; instead a person approached me in a very defensive way, introduced himself as Chris Watson, Parts & Service Manager:
CONVERSATION INSIDE CLAY COOLEY LOBBY:
CHRIS: So I understand you are not happy with the service provided to you?? Is that right??
GABRIELA: I was talking to Mr Blaine Turner, I am waiting for him for a resolution?? Did he explain to you the situation?
CHRIS: No he did not explain anything, Mr Turner just says to me that you are not happy with the service, and send me to help you.
GABRIELA: Can you asked him to come out again to speak with me??
CHRIS: that is not possible; he left and sends me in to help you.
GABRIELA: Okay so, I have to tell you the entire situation again to you??
CHRIS: Yes.
GABRIELA: Again explained the situation again went outside to show him the results and this is what Mr Chris Watson responded:
CHRIS: I am sorry for what happen, but, we are not responsible for the results and I can send any vehicle to any collision place in the metro-plex as long as the vehicle is repair, and if I want a print out of the repairs I have to asked Lapenna Collision Service because they don’t know what they did to my vehicle.
GABRIELA: Let me make sure I understand correctly: I left my vehicle here at Clay Cooley for repairs and handle the keys to your Service Man: Jimmy de Leon and for 7 days, you can do whatever you want to my vehicle without permission, also not to asked me if I authorized or not any repairs. And then not even to provide me with any details of what was done to fix my vehicle such a repair or if you order any parts, to my vehicle during those 7 days?? You and nobody here can give me any answers??
CHRIS: No, Sorry you are on your own.
GABRIELA: I LEFT, feeling very disappointed at the moment thinking; I brought my vehicle to a HONEST AND TRUSTABLE place and basically kick me out from there without any answers and documentation, Mr. Jimmy De Leon, kept the Insurance check copy; estimates copies from King Service and Insurance. THIS IS UNACCEPTABLE from your employees: JIMMY DE LEON, BLAINE TURNER AND CHRIS WATSON whose behavior were so wrong.
Mr & Ms Cooley, my petition to resolve this problem is as follow:
INSURANCE PAID AS FOLLOWS:
1. The rear bumper dent and scratch FIXED ONLY.
NEW REAR BUMPER $479.63 NO COST FOR REMOVE/INSTALL NO ORDER IN PLACE
PAINT/MATERIALS $112.50 PAINT/LABOR DONE
RESOLUTION: REIMBURSEMENT OF $379.63
2. The inner cover back door dent and scratch FIXED ONLY.
NEW INNER COVER BACK DOOR $340.65 NO COST FOR REMOVE/INSTALL NO ORDER IN PLACE
PAINT/MATERIALS $112.50 PAINT/LABOR DONE
RESOLUTION: TOTAL REIMBURSEMENT OF $340.65 + $112.50 = $453.15; JOB WASN’T DONE AT ALL+3.79. STILL HAVE A DENT.
3. The New Spare Wheel Cover, this part was not order and I noticed the hinge was repair;
Looks like someone did work a welding/silicone combination. I tried to open the Spare Wheel Cover and was very hard for me to snap it back together. I do have a BIG COMPLAIN, I did not instruct Clay Cooley to perform this work. I told Mr. Jimmy to order a New Spare Wheel Cover (2 pieces part) inside/outside for $1136.94.
RESOLUTION: REIMBURSEMENT $1,000.00
4. The Name plate “Suzuki” was not replaced because a New Spare Wheel Cover was not order either.
I do have complain, was told a new emblem was order for $122.59 plus the gate adhesive Nameplate for $52.46
RESOLUTION: TOTAL REIMBURSEMENT $ 175.00
5. INSURANCE PAID FOR LABOR HRS $604.00
Don’t know the purpose of keeping my Suzuki for 7 days; I don’t know the break down on hrs worked for this job. Service Department did not provide TO ME with a breakdown of repairs, also the rental car was paid by your Service Department, Mr Jimmy de Leon stated also “Clay Cooley paid for rental”.
RESOLUTION: REIMBURSEMENT $ 400.00
THE TOTAL REIMBURSEMENT EXPECTED FROM CLAY COOLEY IS: $2,407.78.
THE AMOUNT REQUESTED SHOULD BE THE RIGHT THING TO DO, THE INSURANCE CHECK WAS FOR $2,786.99, and THE DIFFERENCE OF $379.21 SHOULD BE ACCEPTED AS PAYMENT FOR THE JOB DONE BY YOUR SERVICE DEPARTMENT, WHICH WAS A VERY INCOMPLETE JOB, NOT TO MENTION: TRUSTING THE SERVICE DEPARTMENT WITH MY GRAND VITARA, SUZUKI AND PLACING THE INSURANCE CHECK FOR $2786.99 IN MR JIMMY DE LEON HANDS, HIS behavior WAS UNACCEPTABLE!!!
I JUST WANT TO TAKE MY GRAND VITARA TO A TRUSTABLE MECHANIC, AND HAVE THE REPAIRS DONE AS SOON AS POSSIBLE.
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