Cooley Motors

Ethics and service highly questionable. Recently bought a used vehicle which displayed a check engine light only one week after purchase. Turned out to be $5K repair on a 12K vehicle. GM replied, sorry, no warranty and lemon law does not apply. Diagnostic history proves issue was present prior to the sale. Acquired this info. on my own in just a couple of hours. Doesn't say much for Cooley Service "Inspection Process". Legal? Maybe. Ethical? No. Makes sense now why the sales rep suggested to forgo any additional warranty. Buyer beware. I suggest going elsewhere.

Very poor customer service. I made an appointment for two recall services for my 2021 VW ID.4 a week in advance, and then called them the day before to confirm that they could perform the services which they confirmed and that's all they said. I show up at the appointed time and they had failed to let me know in advance that one of the services is a 3-day process and that they were incapable of performing the second service. I asked why they didn't tell me this when I called them the day before and they claimed I probably spoke with their third-party answering service. Maybe have your service advisors answer the service calls instead of an answering service. Will not be recommending this dealer to anyone.

The management of this dealership should truly terminate their service rep team. I lived a nightmare for 3+ months with service from November 2022 - Feb 2023 - it has taken me this long to organize my facts & thoughts - and warn others. My VW Atlas Sport was infested with rodent damage from tip to tail, including the ceiling and floor carpets. (the car was NOT purchased from Cooley ). When first brought to Cooley - I inquired with them about a rental. I was told there was a huge Wait List, and to keep checking back. I did - every 2 weeks. Several Weeks later, the dealership where I purchased the car called and Cooley told Seller Cooley never offers a rental on warranty work. Ever. So they lied to me. Strike One. Cooley stated they had to wait on a Headliner to come in - which took over 3 months. I checked with an outside Volkswagon Dealer who stated this could be true, so I'll give them that one. Upon picking up my car in early February - mind you - I LOVED this car from day one ( and it was my overall 5th VW) - I asked to look it over before I made final payment ( the deductible). Sue & Jim - 2 Service Reps looked at me like I had 2 heads and asked for their SSN... I looked over the car- not only was it filthy on the outside ( seriously - not even a courtesy wash?), it was filthy on the inside with dust & dirt. I looked up under the driver and passenger dashboard area and there was white/grey "Stuffing" coming out. The driver running board was missing some reflective pieces - "that has nothing to do with us" is what I was told. Strike Two. When I asked Sue in Service about this- She was curt, dismissive and firmly stated "That's just how it is". I was in tears and there was absolutely no reassurance or empathy. Strike Three. I will never, ever recommend this dealership - and have already reached out to Volkswagon Corporation to give them a heads up on one of their dealers. My VW Atlas sport was in the shop longer than I had it - I had not even made a 3rd payment with the damage came to light. When I picked up the car, I could not even enjoy it and traded it within 30 days of getting it back from repair. For a Land Rover.

Totally unacceptable customer service provided: Had my 2021 car was in for service on a warrantee issue with a brake sensor warning . That said bring the car into the dealer to be checked. They did check the vehicle and tried to bill me $139 which I refused to pay it should have been covered under the warfare. They were adament about me paying I told them no it is under the the warrentee. They said if I do not pay they will call the East Greenbush Police to charge me with theft of services. I said you do what you feel you have to do. I will deal with it when and when I hear from the police. Cooley customer service at its best way to satisfy a customer. Beware of them ! I did purchase my car at Cooley but due to this situation I will not buy again for would reccomend them!

They were the rudist sales team I have ever encountered! They emailed, called and texted me and begged me to come in. Zach the sales manager misrepresented the CX-5 inventory and then when confronted pointing out errors he said they didn't want to sell anything to me anyhow. In the meantime they indicated that they can't make any money or keep the doors open or even the lights on! With an attitude like that I think their issue is customer service. Without customers you don't have a Business. Please look anywhere else if you want to be treated like a human. Fucillo and Depaula will be much better.

This dealership doesn't care about their customers! First thing they tried to do was rob me! Give me less for a higher payment. They wouldn't work their numbers only until a different dealership gave me a better offer. Management there is the reason their ratings are so low. I had two leases from then and will never go back! I saved so much money going to DePaula. I got way more for my money and amazing equity offer. Cooley will not last long at the rate their going.

Poor service and management. Made an appt at 2:45 for an oil change and it’s 5pm and still not done. Management didn’t care and told me they overbook due to some no shows. So appointments are worthless. Not so much as an apology. Helen Keller would have finished the oil change in t half the time. Do yourself a favor and find a dealer that puts customer service over profits.

Brought vehicle in with a coolant leak. The service estimate was for $2k, which included replacement of several belts. I asked if all of these were necessary to repair the coolant problem, and service writer said, oh yes, once they get it open to replace the coolant leak they have to replace all those belts to put it back together. This is obvious nonsense, but to make it worse, I watched the video the technician made, in which he said that the timing belt replacement was recommended because of the age of the vehicle. Completely unrelated to fixing the problem I had brought the vehicle in for! (I understand these repairs were/are still needed, but not to get the car out the door with the immediate problem fixed).

Met with Walter Ponce. Smooth, easy transaction. Walter was friendly, courteous and followed up with all questions. I love my new Atlas! Highly recommend this dealership.

I also would give 0 stars if allowed. Worst car buying experience ever! Walter and Larry, Salesman and Sales Manager had given me a printed offer in June. At that time, there was a double owner loyalty rebate of $1,500. Larry assured me that even though the rebate ended in June, his written offer was good for 90 days. I made all of my decisions on this number. I decided to try to sell my vehicle on my own thinking it was worth more than they were offering me. 2014 CX-5 with 26K miles in excellent condition. After a few failed sales attempts and a family crises, I decided it was easier just to trade in (plus less sales tax). Walter and I had been texting for weeks. I called him and told him of my decision. Since it was an odd number I owed, I gave him a debit card for the down payment and we agreed what my cashier's check amount should be for pick up. I even texted him again to be sure. Day of pickup, the Finance Officer, Collon, told me I owed $680 more than the agreed upon price. I was angry. Were they trying to pull one over on me since I am a 64 year old widow? He went to talk to Larry. Larry stormed in and told me I was not leaving there until I gave him an additional $680. He was not honoring the original quote. He was mean, disrespectful and abusive. He threw my check at me and told me to get out. He didn't want my business. When Collon came back, I was in tears. He went to speak to the General Manager, Ted. He returned to tell me they would Simoniz my car for free (an $680 value - ironic isn't it?). I just wanted to get out at that point so I wrote a check. I was so shaken up that I did not fully inspect my car. Upon arriving home, I saw it was filthy (tons of leaves in the windshield bay from all the time it was at the dealership (since January - it was now July). The clock even had the wrong time. In going through my paperwork, I noticed the New Car Inspection Form - which has a checklist of items to be completed was blank - never done, never signed. I wrote e-mails to the dealership. Ted was worthless - just stuck up for his guys. Supposedly, he spoke to the owner, Eric Cooley, who also did nothing. I have contacted my personal attorney and Mazda Corporate. Do yourself a favor, run!!! They are liars and thieves. I have spoken to Corporate. Of course they are shocked and furious to hear that this is how a dealership treats its valued loyal customers. My CX-5 was on the lot for all of 2 days before it sold. Horrible customer service. I hope no one ever has to experience what did. Should have been a happy day and turned into a nightmare!