Clay Cooley Volkswagen of Richardson

“Everyone I interacted with was polite and quick to respond, which I really appreciated. That said, I ran into a couple of issues that left me feeling a bit let down. Service Plan Confusion: I paid for a 5-year service plan, but during my 30k visit last year, the advisor used my 40k service instead. No one explained why they were doing that or what it meant for the future. Because of that, I missed out on the 30k service I’d already paid for, and had to use my 50k service early when I came in for what should’ve been my 40k. I wasn’t told about any of this until recently, and by then it felt too late to push back. It’s not a huge amount of money, but it didn’t sit right. Collision Repair Experience: After someone hit my car, the hood and fender were replaced. The first round of repairs wasn’t great, and I had to bring the car back several times to get it fixed properly. It’s not perfect now, but it’s good enough—and I didn’t want to keep going back and forth. The extra time without my car was frustrating, but the staff did try to make things right and were responsive throughout. Overall, the people were kind and tried to help, but better communication and attention to detail would’ve made a big difference.”

“This was my first time coming here and everyone was so helpful and kind!! ESPECIALLY MICHEAL!!!!! He was so amazing and made me feel like family! He was quick and made sure I left with the car I love! He was very welcoming and I’m so happy to be apart of the Volkswagen family! Overall this was my best experience ever as a first time car buyer!! I will definitely be coming back ❤️ Jeremy was also very awesome and made me feel comfortable about my decisions with the car. He made it possible and helped me make sure I left with a vehicle!! and Mallory was also extremely helpful and also made sure I felt comfortable with everything and she’s super sweet! thank you guys so so so much ❤️”

“Bad experience all around. I purchased the vehicle from them a few months ago to better accommodate for my disability. The saleswoman that I purchased from told me that the employees were making fun of her for driving the vehicle to me in order to accommodate for this disability. She quit shortly thereafter. The purchase process was fairly simple and straightforward though I did feel somewhat rushed because my disability prevents me from being active for long periods of time. I didn't get a chance to thoroughly negotiate or plan things because I was running out of time to be active. Nobody at the dealership could tell me anything about how the vehicle I purchased operates so I had to learn everything online. I was promised a nice welcome package from VW as a part of my new vehicle purchase which the dealership never sent in to be delivered. I called in four times to request this package and was pretty much given the runaround. I called VW support at their corporate office to escalate a complaint. Two weeks later, VW corporate called me back and asked how satisfied I was with the resolution. Confused I asked what resolution? As it turns out Clay Cooley in Richardson told VW corporate that they had called me and solved the issue when in reality I had been contacted by nobody and the issue remained unresolved. VW corporate informed me there was nothing more they could do other than transfer my primary dealership to a different one. Six months later I brought my vehicle in for its first service appointment and was told that it would be ready in about 6 hours. 4 days later I got a notification on my phone that a service member had finally opened the doors on my vehicle to begin working on it. 15 minutes after that I got a phone call saying that maintenance was done except that the software update that I brought it in for to begin with could not be applied because VW main servers were down. I was told that they don't know when the servers will be back up and then it would be better for me to just drive my vehicle anyway even though it has a moderately dangerous software recall in effect. So I waited for 4 days only to have a service person look at my vehicle for 15 minutes and decide they couldn't work on it. This has been an extremely negative experience and I am probably going to move my primary dealership to the one in Frisco.”

“I’ve been coming here for many years even bought a few cars from Volkswagen Clay Cooley. I’m giving this place five stars reviews due to many great experiences. I built relationships with the service team and Alex is so great so if you ever take your car in and make sure you see Alex, he’ll take care of you best guy that I know in his field. I also bought my latest vehicle there, which is a 2025 GLI Jetta color is Monterey blue and I want to give thanks and a recognition to Moises Sales person who helped me from the get-go by just speaking on the phone and when I did come in, he was able to help me and get the car that I wanted with the help of his manager, Eddie who is no longer there and has moved on best of luck, Eddie. No place is perfect but in my eyes I see many individuals just trying to get it right and I love that. Also, I can’t forget about customer service team sometimes people in the back are forgotten so I wanna say thank you to the customer service team without y’all the process couldn’t be complete. So I wanna say thank you Alex thank you Moises and the Clay Cooley team.”

“Update: Unfortunately had to change my review. Everyone was great until they got the sale. I didn’t get a copy of my contract (they send it via email) and was told I would eventually receive it. Never did. I call/emailed but they take 24 hours to respond. I eventually had to drive over and get my contract printed. If that wasn’t enough they incorrectly filed my loan application, was informed by Volkswagen financial. I was even given the email to the finance manager Abraham and he never replied (not surprised). Volkswagen had to step in and correct the application. If you buy a car just hope you don’t have to go back. Best dealership in the DFW! I am so happy to have been to Clay Cooley Richardson. From the beginning you are treated amazing. Everyone is super friendly and they make sure you are taking care of. I worked with Mark and he is the best in the business! Will be a customer for life.”