Complaints

This profile includes complaints for Starling Chevrolet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Starling Chevrolet

  PO Box 770639 Orlando, FL 32877-0639

  
• 

  Starling Chevrolet

  13155 S Orange Blossom Trl Orlando, FL 32837-6599

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking your help in obtaining a cease and desist order to stop further communication from Starling ****** located at ************************************************. I experienced a distressing incident with their financial advisor while attempting to obtain a letter of non-possession from the company.I have attached text messages and emails detailing the situation. Despite my repeated requests for the company to cease all communication with me and my family, the general manager, ******* ******* Messenger, continues to send letters to my home. I also emailed the owner, requesting that ******************* remove my family from any mailing lists, solicitations, or other forms of contact, but the harassment has not stopped.This companys actions have been extremely unprofessional, and the treatment I received when I chose not to proceed with any agreements was unacceptable. I need your assistance in putting an end to this ongoing harassment.Please let me know how you can help.

  Business Response

  Date: 03/13/2025

  Ms ****** had visited our store for a vehicle purchase. At that time when signing up in our system opt ins where approved by her. She did not purchase and then asked for a letter to prove she did not take delivery of the vehicle. Unfortunately the *** on the letter was incorrect. She was upset and asked for a letter with the corrected ***. As soon as I returned from vacation I sent her an email apologizing for the human error and explained how our system default back to a *** from the prior vehicle we had worked for her. I sent attachment to email with the letter that she requested. 

  This new "letter" is actually a mailer that is distributed by a 3rd party and not me personally. We in no way want to bother Ms. ******* Since we had the prior opt ins approved by her there is some automation that sends things out.  I have contacted our IT **** and we will be marking her file as a Do Not Contact for any of our internal systems. We hope this resolves her issue. Thank You.

  Customer Answer

  Date: 03/13/2025

  Please review the attached text message correspondence between ******** ******, a Starling Chevrolet sales representative, and myself. On February 8th, I repeatedly requested to leave the financial office and return the next day for further discussions. However, ***** ******, visibly upset, continued tried to pressured me into securing a deal I was uncomfortable with and refused to allow me to leave, leading to a situation where I felt bullied and coerced in an undoubtedly hostile manner. ******** ****** had to intervene to assist me in leaving the office. The numerous unsuccessful attempts to obtain a letter of non-possession, along with the company's failure to correct their errors, were highly unprofessional. I have repeatedly requested to be left alone. Additionally, their unprofessional and dishonest tactics included contacting my husband without my consent. The blatant lack of integrity displayed by this company is deeply troubling. I must emphasize that any further communication from Starling Chevrolet, ******* *********, or any other employee of this company, contrary to my explicit request for no further contact, will compel me to initiate legal proceedings through my attorney.
  

  Customer Answer

  Date: 03/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However please not that this issue did not stem from a letter but the aggressive treatment at their dealership. Please review the attached text message correspondence between ******** ******, a Starling Chevrolet sales representative, and myself. On February 8th, I repeatedly requested to leave the financial office and return the next day for further discussions. However, ***** ******, visibly upset, pressured me into securing a deal I was uncomfortable with and refused to allow me to leave, leading to a situation where I felt bullied and coerced in an undoubtedly hostile manner. ******** ****** had to intervene to assist me in leaving the office. The numerous unsuccessful attempts to obtain a letter of non-possession, along with the company's failure to correct their errors, were highly unprofessional. I have repeatedly requested to be left alone. Additionally, their unprofessional and dishonest tactics by the general manager  included contacting my husband without his or my consent. The blatant lack of integrity displayed by this company is deeply troubling. I must emphasize that any further communication from Starling Chevrolet, ******* *********, or any other employee of this company, contrary to my explicit request for no further contact, will compel me to initiate legal proceedings through my attorney.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a Chevrolet Silverado 1500 that has been sitting at the dealer for weeks, not with a part in backorder. No solution has been presented to us. We keep making payments on the vehicle and can not use it. No estimated time on the part, no solution

  Business Response

  Date: 03/03/2025

  Upon review and after speaking with ******* ****, we discovered that his vehicle has never been to our store. We called MR **** and after a couple of questions it was discovered that he actually has his vehicle at The Starling Chevrolet GMC Buick store in ********. We advised customer to call ******** and gave him the Service Directors name *** *******. There is nothing for us to do.

  Business Response

  Date: 03/03/2025

  Good afternoon we spoke to Mr. ******* @ ************, today to discuss the current status of his company's vehicle that has been awaiting a part that is on a back-order status. We did also discuss the possibility of using a none (OEM) component.  I asked if Mr. ******* would allow us until this upcoming Wednesday to update him again. He stated that it would be okay, his main concern is being without his company vehicle and not having the additional back up vehicles. Which is understandable, again trying to assure him that it is in our highest priority to get the vehicle back ASAP. 

  We will update the case on 3/5/25 Wednesday afternoon with parts status.

  Thank you,

  ***** *******

  Chief Operating Officer of the Starling Automotive Group

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a gmc ******* for work and paid 50k for it with 30k on the odometer. After a week of the purchase I called them about the ***** slipping in first gear at times and needed to be addressed. This happened in June 2024 and made and appointment to have it checked but on the day of the appointment the hurricane hit so everything was closed. I made another appointment and they have my work vehicle 12 days and they have not even looked at it yet and are telling me it could be two more weeks before they look at it. I use this truck for work purposes and lose money when the truck is not on the road. ******** customer relationship and lack of support when it comes to service. I run a biz and would not buy another truck at this dealership. Upon picking up my truck I look to pursue legal representation in regards to this vehicle.

  Business Response

  Date: 01/02/2025

  The customer dropped off his vehicle on ******** to have a Transmission concern looked at . The concern was oinspected on 12.31.24 test driven 9 miles , checked for current codes ( non found) and no issue was found at that time. The ******* had an open recall also needed and was completed today 1.2.25. The customer has been contated by his Service Advisor and told his vehciel is ready for collection. If the concern happens in the future he can stop by without an appointment and we will check it out while he waits

  *** *****

  Service Director 

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday 06/17/2024 I had my car towed to Starling Chevrolet and was contacted on Tuesday 06/18/2024 by ***** who stated that my car would be looked at by a mechanic and he would be able to tell me what was going on with my car. I was told the diagnostic test would be 189 and it would show the problem. On 06/19/2024 I received an alert from my vehicle that the battery was low, so that let me know my car did not get looked at until Wednesday 06/19/2024. It is Friday 06/21/2024 I have spoken to **** the service Manager as well as ***** and it is a run around about the status of my car. I know it has not been touched since Wednesday because I received no alerts in regard to my car. This is unprofessional and inconsiderate considering ***** and **** are aware I live in **************, **. My last call was 4pm on 06/21/2024 to be told I could not speak to anyone cause no one was there after being told I would receive a call by 2pm today.

  Business Response

  Date: 06/24/2024

  ******************* vehicle was towed in for a no start issue. When a tech became available the next day the vehicles battery was showing low voltage so unfortunately we had to set it to charge for a while before we could get to the technician to diagnose. She was to be contacted again on Friday and was not and we sincerely apologize for our error, ***** was off and there was a different manager on duty, certainly a ball drop and bad communication on our part. But Our GM received an email from **************** and immediately went back to service and found that the vehicle had been diagnosed and showed no compression to the engine meaning some sort of internal engine failure. In order to further investigate we would need to opened up the engine (tear down) to find root cause. This was not communicated due to the missed phone call by us. Either case our GM did have a second technician confirm finding and at that time **************** decided to have the vehicle moved to somewhere closer to her home since it was a possibly going to be a major engine repair and she lives rather far from our dealership. We did waive the diagnostic fee in the spirit of good will since we did miss a day of communication with her and she was upset. We hope the repair that ends up being done fixes her car and that all turns out well and that she accepted our apology and our waiving of the diagnostic fee Thank You.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our new church launch purchased a vehicle from Starling Chevrolet on June 7th. I advised the dealership that this was our very 1st purchase as an organization and we stressed the need to have a dependable vehicle as we are a new organization and this vehicle is serving as our sole transportation for pick up of our partitioners. We requested a pre-purchase inspection from the company for the vehicle on 2 separate occasions. On both times, we were advised that a purchase inspection was complete and we were denied the opportunity to make an informed decision on the current state of the vehicle. I was advised that everything checked out with the vehicle. We drove the vehicle back to ************. We made an appointment for inspection with the local dealership for June 12th. The second time we drove the vehicle was to take it directly to the local ***** dealership. Upon providing the vehicle to the ***** dealer in ************, ******* we were advised that the vehicle had a prior code and a current code of an engine misfire and a current code of an engine misfire. Additionally, it was advised that the vehicle engine had a knocking sound and needed to undergo a breakdown to determine if the cylinder was in need of replacement. The dealership in *** advised that this could be a $7,000 issue. The local dealership in ************ advised that we could not drive the vehicle as it was not safe to drive. They advised if the issue is not resolved it would put us on the side of the road. I immediately notified Sterling Chevrolet and they requested to retrieve the vehicle and speak with the current Chevrolet repair facility in ************. The used car manager, ***** advised that they better sort the problem at their facility. I I was advised that they would not break the part down to resolve the problem as required for an accurate diagnosis but rather they would listen to the engine. The dealership kept the vehicle for 2 weeks and did not address or correct the issue.

  Business Response

  Date: 06/20/2024

  ************* spoke to our Service Director last night. We identified a code and he advised that we WERE going to open the valve cover of the engine to further investigate it and repairing. She states we were not going to repair, that was original stance because there were no p0300 or p0304 codes in history or present when it first arrived from ************, possibly cleared by other dealer.  ************* sent a picture of the codes from Jacksonville dealer before arrival to us , since she had that picture we then decided to drive it a bit until we got engine temp up and it then did throw another  p0300  engine miss code. Once we had that code in our system Service Director ***************** personally spoke with ************* again and advised that we were going to "open it up" and he would update on Friday as to repair and what action is being taken to remedy.

   

   

   

  Customer Answer

  Date: 06/20/2024

  Please see attached information concerning the product and details regarding the actual truck. This was missing from the documentation screen.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21873079
  
  I am rejecting this response because: I want to provide an update on documentation of the events of the concern as follows and I would like to ensure that the full repair is complete and thorough clearing this concern. I will receive a follow up on June 23rd with information concerning outcome per ***, Service Manager.  Please see the update and clarification of documentation of events below:
  

  5/27- Original communication regarding purchase of the vehicle
  

  5/31(Verified update purchase date)-Vehicle purchase (original pick up from *******, ******* ~7:30pm)
  

  6/6-(correction, verified with dealer) Vehicle was dropped off at Beaver Chevrolet dealer at 7:30am. ****** contacted at 7:42am and 8:05am to discuss concerns regarding vehicle. I was advised that there were two codes P0300 and P0304 identified and would require a tear down to determine where engine knocking was and where engine misfire was coming from. At this time, I was advised that I could not drive the vehicle as this was a concern that could further damage the engines internal components.
  

  6/6 (Tuesday) -spoke with manager from Starling to discuss concerns with vehicle. I advised the manager of the two codes P0300 and P304. Manager advised that they would communicate with dealer to discuss specific problems as advised to myself. The manager additionally advised that the car would be picked up from the dealer in ************ to allow Starling to address the problem, this being the most economical decision for the dealer to get to the bottom of the issue and arrange repair. I was advised that someone would (shipper) would pick up from Jax. FL ***** on 6/6.

  6/14 (Friday) - I contacted the dealer on 6/14 at approximately 9:30am, advising that I had not received an update on the status of the vehicle. I was advised that the vehicle was ready for pick up but the someone would call me. I asked about the vehicle and I was told that they did not hear an engine noise, nor did the vehicle have anything wrong with it. I later received a call from *****, the manager advising that they were listening to the engine and had no plans of completing a tear down. Manager stated they trusted the technicians. I advised the manager of the prior codes provided by the dealership and expressed my expectation that they complete a more thorough inspection of the area of issue. Manager advised that they would do so, but did not clearly explain whether or not the tear down would be complete.
  

  6/18 -Tuesday-I reached out to Starling with documentation from the prior dealer regarding the codes. 

  6/19-I was initially advised that there would be no tear down to the vehicle as there were no codes thrown and the dealer could not retrieve this information. I was advised the vehicle was in good running condition and nothing additional would be done. I advised that my expectation is that the vehicle have a complete tear down to address the inspection I had complete at a certified ***** dealer. At this time, I was rejected and advised that we could speak with sales regarding options for the vehicle as I did not have confidence in the integrity of the performance of the vehicle. Around 4pm, I received a call from the service manager *** stating that they were able to find a code P0300 and they had intentions of completing the tear down and addressing the problem.
  

  At this time, I am awaiting the outcome of the investigation. I will be able to close the case with full repair and resolve of the issue or refund/return of vehicle:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/26/2024

  Ms ****** timeline is in detail. We were only giving a synopsis. Her timeline is accurate except for not listing the telephone call she did receive from ***************** service director notifying her that the cam and lifters are being replaced at our expense, as one time good will, even though this was a pre-owned as-is sale. But because we do care about the vehicle having an issue so soon after purchase we think it's the right thing to do.  ***************** will call her this afternoon to give an ETA as vehicle has been disassembled and is waiting to have all parts present to then be reassembled.  Thank you.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have paid for an extended service warranty that is bumper-to-bumper. I have been waiting since January 31 to have my vehicle go in and get service done with a loaner car. As Ive paid for that portion with the extended bumper-to-bumper warranty. It is now February 26 and my vehicle is still sitting because I have lost 12 miles a gallon and Im going through Oil fuel and diesel exhaust fluid like crazy because there is a factory recall on my vehicle that theyre saying is not that big of a deal. Maybe not to them but to me it is I have dealt with everyone there, and they do not seem to care I just want my vehicle fixed and the services that I paid for provided .

  Business Response

  Date: 02/27/2024

  Customer came in initially with a loss Of mpg . We inspected, found no codes. He called about a recall, that was performed 6/5/2020. He has just called about a bulletin and other concerns and has scheduled with the service manager to start an oil and a def fluid consumption test. He will come in and we will top off fluids document levels and then he will return every 1000 miles so the consumption can be monitored. We explained that loaner availability is extremely limited and makes for lengthy wait times and can only be issued when a repair is diagnosed. So, when and if an issue is discovered we will at that time arrange for alternate transportation thru his ****** Warranty. 

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Starling regarding an issue with my passenger air bag sensor which is a known issue as pictured below. Originally contacted GM (which was a painful disaster) which said the goodwill would need to start with the dealership. I explained that I inherited the vehicle from my grandfather and did not know where he purchased it. They said it was not a problem and any GM/Chevy dealer would be able to assist me. I called left message and emailed ****** but still no response.

  Business Response

  Date: 02/07/2024

  Hello, I will have someone from the service department reach out. There is no phone number listed on this complaint or we would have called right away. So we will have to reach out to the customer via email. In most cases customers call the dealership phone number at ************ and hit option one for service and then option one to set an appoint. I will have someone reach out via email immediately. Thank you.

  Customer Answer

  Date: 02/10/2024

   
  Better Business Bureau:
  ***************** at Starling ***** took very good care of me and his technician was able to apply the software update to correct the passenger airbag issue. He was very polite and professional.
  
  Sincerely,
  
  *****

  Business Response

  Date: 02/10/2024

  To Who it may concern

  ***************** came to the dealership today with his air bag concern and we corrected the issue with a software update.  Even though his vehcile did not qualify for the recall, we performed the service at no charge. He was very pleased and thank us for the quick response and repair time.

   

  Please let us know if you need any more information.

  *****************

  Service Director

  Starling Chevrolet 

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A month ago I purchase a vehicle from this dealership. I was nervous about this purchase because I am young and I wanted to make sure I was making a wise choice. They reassured me that if I added the extended warranty if anything went wrong they would fix my car. The next morning it wouldn't start. They forced me to pay for a tow back to the dealership. They said they put a new battery in. It is a month later and it is overheating and the air will not blow cold. I have my warranty in hand and they will not honor it. They tried to say over the phone its not covered. I went in and showed them, they said they are not "equipped" to fixed those problems there. They are refusing to help me and the more time I am taking from my job the more I risk loosing my job and therefore loosing my first car all together. When I went in their "solution" was to make me get a more expensive car for a higher payment which I cannot afford. I am young, I am turning 22 next week and this is my first big purchase on my own. I am trying to be responsible and they are being horrible. On top of all of this. They have not transferred my tag. I had to pay $1000 cash to them when I purchased the car, for the tag that the title. My birthday is next week and my tag is still out of date. I called and asked they they gave me a bunch of excuses and told me I had to go to the court house now and do it myself because its too late for them to do it. They have taken my money left me with a huge debt and a car that doesn't want to run. Please help me. I either need a refund so I can start over or they need to make this right.

  Business Response

  Date: 09/19/2023

  We are very sorry that Ms **** has had these issues. Her mother wrote an email, never mentioning a name but described the issues. This situation never reached our GM Melissa M********. Ms M******* as sent a message to Ms **** for her to call Ms M******** and met with her to resolve. We await Ms *****s call to Ms M******** to resolve the issue. 

  Customer Answer

  Date: 09/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worse dealership ever, Rafael in the service dept told my 2020 Cargo van needed to be replaced charging me $6154.30 and will have a 100,000 miles warranty. After I informed them it's under warranty it took them 3 months to do the replacement, when I picked it up the vehicle back, they couldn't print out since system was down to only find out 3 months later I'm still having transmissions issues and they lied to me since they never replaced the transmission. As well they charge me for a new battery since the van wouldn't start since sat there for so long, and came to find out that they never did that either. So now I'm out of warranty and have to replace the transmission and pay out of pocket. I used to be Chevy now after this F$%@ Chevy. They are horrible, it's just sad to say I just purchased a brand new Suburban from them and not even a week is having issues. Your company needs to replace my transmission like it supposed to.

  Business Response

  Date: 07/26/2023

  We understand Ms. ******* ***** van issues. Originally the vehicle identification number had a digit that was miss-transcribed by the original service writer Alfonso Moya, and that did cause some confusion. While Mr. Moya was on vacation Ms. ****** called in to get an update about her vehicle and the case was reassigned to Rafael C*******. Rafael, as noted in the customer's texts, did quote for a new transmission at $6154 because the wrong VIN was pulling up the customer had no warranty and it would have to be a customer-pay replacement. At that time, Ms. ****** was communicated to , approved the repair and a replacement transmission was ordered. Of the texts that Ms. ****** summitted there is one missing. The text that is not showing, which Mr. C******* showed us, was on the 3rd photo that the customer submitted.  Just above where the customer replies "Yes". That reply is to a text from 2/14 after the others from that day where Mr. C******* texted "Can I call you?" and which, as shown at the top of the 3rd picture, Ms. ****** replied "Yes." 
  
  Rafael called the customer as he wanted to explain in person that once they cleared up the VIN digit mistake when they discovered when the wrong part came in, it was also discovered that the vehicle did indeed have a bit of remaining factory warranty and that they possibly had coverage on the transmission. Ms. ****** mentions in her complaint that her warranty would have covered it but that is not the case. Extended warranties will not cover an item that is coverable by the manufacturer. So Rafael C******* let the customer know, during that phone briefing, that ** would authorize a repair, not a replacement, So the good news was that it was 100% going to be paid for by ******* ****** PowerTrain Warranty of which the vehicle had 2000 approximately to go but the bad news is it would take longer and it was going to be a rebuild. Ms. ****** agreed and expressed ok but I need it done. With that said ******* ****** authorized the repair and our technician to move forward with the transmission work. The work did take some time as customer was apprised of  and a repair of a transmission can be a lengthier process. It takes a bit more time as instead of just removing and replacing you are opening, inspecting, and then replacing components as per ** specifications. We understand that the customer is concerned that her warranty (private warranty) is expired but if she is having issues with any of the items that were replaced during the repair under the factory warranty those components have a 1yr warranty from the date of repair with out a mileage stipulation and can be fixed with no expense to the customer whatsoever. If she takes it to a ** dealership they will be able to see what work was performed and know what parts have the 1 year warranty that would be covered with labor coverage as well.
  
  We do understand that it is a work vehicle and feel bad that she is having issues. We have not seen the vehicle to inspect what is wrong with it. It is possible that wherever she is taking it, they are wanting to do a replacement not knowing that much of it could be covered at **'s expense (if she is at a non-** dealer they would not have access to that as it can only be covered at a ** dealership). While it is her prerogative to have them replace the transmission, we do want her to absolutely know that she has a lot of components in that transmission that are covered under the repairs that were authorized by **. If any of the components that were replaced during the transmission rebuild are the issue, those components and the labor to replace them are indeed covered. We repeat because that is important for her to know.
  

  According to our records, the invoice listing the work was printed at approximately 12pm on March 9th as Mr. C******* was preparing the vehicle and paperwork for pick up. Our system shows that we accepted payment for the battery and the bulbs that were replaced and invoiced at that time and that since it was not Ms. ****** that picked up but an employee it is possible they were misplaced. On that same ticket, a transmission repair as authorized by ** was listed and as was conferred with the customer by Mr C******* on 2/14/2023 and as noted, all charges for the transmission repair were at the expense of ** and not the customer. We have attached a copy of the invoice prepared that day.
  
  We would be happy to send an additional copy of the repair order to Ms. ****** if she needs that to show the current shop working on her car or we would be happy to inspect the vehicle here since we know the history. If she is at another Chevy dealership they will confirm that the items that were repaired and had parts replaced will be covered under a 1-year coverage from ** and they should be able to look that up in the ** database. 
  
  As to the request of replacing the transmission, we have no idea if that is even needed. Again we welcome inspecting the vehicle and assessing its issue to see if the failure is with any of the replaced parts or not. We are glad that the vehicle was working when it was picked up 4 months ago by Ms. ****** and that ******* ****** covered the transmission repair in its entirety.
  

  
  

  Business Response

  Date: 09/07/2023

  Starling Chevrolet stand by our original response.

   

  Customer Answer

  Date: 09/12/2023

  I would like for them to refund repairs done by Seminole Chevrolet. They can call over there and request all proper documents from them of the inspection and repairs done. If not addressed asap there is already paperwork been filed for lawsuit against Starling Chevrolet. 

  Hope you have a great day! 

   

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need this new auto (which is still under warranty) replaced for the following reasons: 1. The dashboard lights: turn signals/ radio system/ all of the dashboard lights malfunction. When it rains or it is humid outside, the whole dashboard lights turn off and the turn signals do not function. The screens suddenly without notice all turn off (screens go blank and black in color) and back on while driving the vehicle. 2. When I reported this incident to Starling Chevrolet customer service on 6/21/2023, I was advised that I needed a scheduled appointment because there were no earlier available appointments. I was also told not to walk in as they needed to inspect the vehicle and in order to do this, I needed to schedule an appointment. 3. The appointment was scheduled for 7/13/2023 @ 8:30 a.m. When I reported to the appointment, I was advised that they needed a water specialist to examine the vehicle and they would be available after 12:00 p.m. I was also advised by my advisor that I should have come in sooner as a walk-in. I advised him that this is exactly what I told the call center when I scheduled the appointment and that they advised that I needed a 'scheduled' appointment because a thorough inspection was needed on my vehicle. 4. At approximately 12:00 p.m., while waiting in the customer seating area, I was advised that a further inspection was needed because they needed more time to figure out what was causing the problem. I was told that the vehicle had been through the carwash to determine what was causing a possible leak and that the water specialist would not be available until after 12:00 p.m. I was offered a ride to a nearby mall, but I decided to wait in the business as I was concerned about my vehicle. 5. After approximately another hour, I spoke to my service advisor and also requested to speak to the service manager to see what the status of my vehicle problem was and requested to please issue me a loaner/rental vehicle and was advised that they first needed to diagnose the problem before they could issue me a rental. I reminded them that I had a scheduled appointment at 8:30 a.m., which was scheduled approximately 2-3 weeks before and that I had business to conduct for the day, that I had patiently waited to give them time, and that I did not appreciate waiting a whole day while I noticed other customers were given a rental earlier in the day and I was not offered one. I was again advised that before they could issue me a rental, they needed to diagnose the problem. Another employee then came forward and advised that the windshield needed to possibly be replaced. After waiting yet approximately another 30 minutes, I asked the service advisor for the name of the owner of the dealership and was told that they were not available. I then waited approximately 15 minutes and went to the sales department and asked to speak to the owner of the dealership. I was given a business card at the greeting desk with the owner's name (Walker Sterling). When I requested the owner's business phone number and email address, I was told that it was unavailable and was given the general manager's name (Melissa M********) and email address (******* ***************************) information. 6. I returned to the service department waiting area and was advised by the receptionist that the general manager would come to talk to me. Mrs. M******** came to talk to me and advised me that she would check on the status of the vehicle. She advised that they were still trying to determine what the cause of the problem was and that I would be given a rental vehicle as more time was needed to check my vehicle. 7. My service advisor, (Aaron), then advised that it would take approximately two days to fully check my vehicle to see what else may be causing the problem with the electrical system malfunctioning. 8. I was issued the rental vehicle at approximately 4:00 p.m. and after having to contact the general manager. It really is disappointing that I was not offered a rental earlier in the day, especially since I had scheduled an appointment approximately 2-3 weeks in advance. My time is as important as anyone else's time. 9. I requested to remove my belongings from my vehicle and it was driven to the service department so that I could remove my personal items 10. After I left the dealership service department, I returned to the dealership because I was not given a copy of the rental paperwork. 11. The general manager called me after I left the dealership (4:15 p.m.) to follow up with me and requested that I call her back because she needed to ask me a question. I returned her call back and she asked to make sure that I had the rental, to advise that my vehicle would be checked, and if there were any additional concerns about my vehicle. 12. I advised the general manager that the driver and passenger doors have not functioned properly since the day I purchased this vehicle. Every time I open my vehicle doors, I have to almost slam the doors shut so that it can close properly. I'm concerned that overtime, this will damage the vehicle windows and inside door mechanisms because of constantly having to slam the doors shut. I advised her that I reported this problem to the dealership a few days after I purchased the vehicle. I scheduled a service appointment in regards to this problem on 3/3/2023 and the service employee agreed that the vehicle doors were not closing as they should but that there was nothing they could do to fix it. I advised the general manager regarding this and she advised that it may just be a minor problem that can fixed. She advised that I could try to trade in my new vehicle for another one that had better quality materials. I was disappointed with this response. My take on this is why am I being offered another 'better' vehicle, when Starling Chevrolet should be standing behind their product as a quality product? I purchased this car brand new, reported this issue as soon as I noticed it was happening. My car is still under warranty as a new vehicle. Why should my vehicle doors not function as any other new vehicle? 13. My most important primary concern is my safety and the safety of all passengers in my vehicle. I am reporting this complaint to make sure that the manufacturer will be responsible in case if my safety and the safety of any passengers while driving this vehicle. 14. As of 7/16/2023, my vehicle is still with the dealership.

  Business Response

  Date: 07/17/2023

  Ms * ****came in on Thursday 7/13/2023. She was unhappy that she was asked to book an appointment approximately 2 weeks ahead. We do have a finite staff and a finite capacity to service vehicles, unfortunately. She booked an appointment for the first available slot on 7/13 AM. 

  
  She came in and was checked in at 9:09 am for an 8:30 am appointment. The customer's concern was electrical issues when it was raining or humid outside. Aron, her advisor, suspected a water intrusion issue and was concerned it may take quite some time to complete the diagnosis, upon check-in, he offered Ms. ***** a shuttle ride home and a pick-up when ready. Ms. ***** declined and remarked that she preferred to stay because she wanted to be available when the diagnosis came in and "had nothing to do that day". Aron finished checking her in and she was accommodated to wait in the waiting area.
  
  At 11 am the issue was found to be some sort of water leak by the assigned tech and indeed to be a water intrusion issue. Aron, the advisor, explained that we now had to call in a water intrusion specialist. This person is not a "mechanic" per se and is a contracted servicer not under our employ. The customer was advised that it would take roughly an hour for the contractor to arrive. He did run a little later than the "around an hour"that was expressed and was there inspecting her vehicle by 12:30 pm.
  
  Aron met with Ms. ***** at 12:30 to update her on his arrival. He offered a refreshment and feeling bad that it was taking as long as he suspected, and having been declined by Ms ***** for the offer of a ride home, he did suggest at this time that our shuttle could take her to a local area mall if she would like to help kill sometime. Again Ms. ***** politely declined.
  
  Without going thru every bullet point of Ms *****'s complaint. She asked to speak to the owner who was not in, the GM Melissa M******** met with her upon request. She voiced being upset that she saw others get loaners and not her. The GM tried her best to explain that without looking into each of the other customers’ cases , it would stand to reason that they had already been in prior and or had already been diagnosed, approved, and were returning for loaners that were set up having been authorized. Ms. M******** explained that we have a finite amount of loaners as well . Ms. ***** pressed the issue. As luck would have it the final diagnosis and confirmation of water intrusion came in at 2:30 and Aron and Service Manager were in the middle of getting a rental authorized through warranty approved for Ms *****’s use. Ms M******** went back at 3:30after spending roughly a half hour speaking with Ms ***** and was lucky to have discovered that one of our in-house loaners had just been checked in. Ms. M******** immediately approved the Starling supplied loaner for Ms *****'s use without hesitation. 
  
  On a subsequent call for follow-up that Ms M******** performed Ms ***** said that she had previously complained of doors not closing properly. Ms. M******** had looked into it as well. Ms. ***** mentioned that the loaner did not have the same issue. But the loaner is a traverse and Ms M******** explained you can not compare a Trax to a Traverse. Due to the weight not the quality of the vehicle. Traverses are large 7-passenger SUVs and the Trax is a compact SUV. That cabin pressure will affect many cars differently. Later the service manager went and compared it to other Trax's and the door closed as designed and like the other Traxes. There are no known issues as to Ms. *****'s concerns of having to close the doors with what she describes as slamming.
  
  The car was running after she left for 5 minutes as porters were shuttling cars. She had called Aron to get belongings out of her car after telling him "Maybe I should just take my car home" (Aron convinced her not to since she had a loaner now and we wanted it here to fix it correctly for her) and was upset that the car was running. We have addressed this with porters as soon as Ms ***** called. 
  
  In conclusion, the water intrusion that was affecting the vehicle was found and repaired. With the current weather (rain everyday) and the re-sealed windshield needing to cure properly, she was notified today 7/17 that her car is ready. We are closed on Sundays (7/16 the date of the complaint is a Sunday) in service. The car was worked on and not ready until Monday so that we had the opportunity to check contractors work and to ensure it was done properly and fixed the leaking areas. She was notified it was ready for pickup afternoon of the 17th and had alternate transportation while her vehicle was with us.

  Replacement is not something that occurs at the Dealership level. If she meets the criteria for a lemon law claim that is within her right to pursue. 

  Business Response

  Date: 07/20/2023

  We sincerely apologize if our response was anything but a factual list. We in no way had the desire to, or intention of impugning Ms. ***** in any way. 
  
  Firstly, this is responded to from the Executive level and did not come from GM M******** nor Service Director C****.  Our Corporate Operations Officer is the party that responds to BBB complaints. His name is Jorge M****** and his email is *******************************
  We merely were establishing a timeline. We are fully aware customers have to wait to check-in. We were just listing the time stamp on the Repair Order to establish when the clock started for the vehicle intake. We utilize cameras to go back and look at concerns to train our employees, for the sake of clarity we went back and saw that MS. *****'s arrival time into reception was 8:43 am. Ms. ***** was promptly greeted by Daliz, whom took you over to her work station, looked up her appointment of 8:30 am and identified Aron as the assigned service writer, that took about 3 minutes. She walked Ms. ***** to Aron and he started her intake. The actual completion of check-in of the vehicle was 9:09 am after Aron walk around with her and the full process was completed. Again we sincerely apologize as we were talking about a 9:09 start time for vehicle processing. If you look at Ms. *****'s paperwork you will see that the repair order was time-stamped at 9:09 am and we acknowledge that was not her arrival time. Again we were just listing information. 
  
  We spoke with GM M******** for clarification and she did confirm that Ms. ***** had replied that she was not offered a ride home to wait. When we interviewed advisor Aron he indicated that he did offer to “get you a ride home if you want” and that Ms. ***** had indicated that she would prefer to wait to see what was discovered with her vehicle. Aron deals with a lot of customers, so it is possible that his recollection is unclear. 
  We do care and in no way think anyone is “lying”. We understand that having car issues is frustrating and there is a lot going on and many variables are involved. 
  As to others getting a loaner and Ms. ***** not being offered one until later, we have no reason whatsoever to not want any client to not get a loaner. But, as we stated prior, have a finite amount of courtesy loaners in service and when we run out,  we are required to follow the process so that the rental provided is covered. It is not in any way a personal choice of ours at all. Again we wish we had enough loaners for everyone on hand at all times, we just simply don’t. So we have to get rentals approved after an accepted diagnosis is registered with GM. It’s a process and again we apologize if it was frustrating and confusing to Ms *****. 
  We have no desire to attack Ms. ***** or hurt her character. Again we were merely trying to be as accurate as possible replying to a very lengthy complaint. 
  We feel confident that all of our staff worked hard, as Ms. ***** did express her concerns to members. As GM M******** explained, Service Mgr C***** and Advisor Aron were already on the phone before they knew Ms. ***** was talking to Ms. M********, fulfilling the request for a rental and applying for that rental. As Ms. M******** explained to Ms. ***** in person, it was luck that an in-house courtesy vehicle happened to check in as she was going back to see about the rental situation. It was done quickly upon return so much so that Ms. ***** could immediately receive the courtesy car, so quickly infact that Ms ***** herself had expressed “Why did they give me the car with low fuel” during her follow-up call with Ms M********. Ms. M******** had advised Ms. ***** that she need only fuel it with what she needed, and could return it low as it was received. She apologized to Ms ***** but said they had pulled it quickly in order to meet her expectation of a car to use after such a long wait and if we hadn't the rental would have taken longer to procure. GM M******** pulled the car for her expressly, even though the car had a pre-appointed customer for the following morning. Ms. M******** explained to Ms. ***** that she was taking a chance that she’d find another car for that client as she wanted to make things right for Ms. *****. 
  During her pick up Ms ***** requested to see Ms M********. Ms. M******** was indeed not on the property. We spoke with Mr. C**** to inquire about Ms. *****’s pickup on 7/18 after being notified the day before that her car was ready. Mr. C***** personally went over the vehicle with Ms *****, and upon Ms ***** closing the door while the window was down he stated that she expressed that it was closing fine and she could not understand then why not at other times. He asked her to close the door again with the window up… and the difference was apparent. Mr. C**** then explained the issue was the cabin pressure and not any sort of malfunction. 
  Again to reply to Ms. *****’s last remark, we sincerely apologize if our response made her feel as though we were attacking her or her character. We have no reason to do so and have tried our very best to address all her concerns with facts and information. We regret if the spirit with which we replied was taken in any different way than bullet points to her initial complaint. We do our best to serve our customers every day. And we will strive to do better always. 
  We are glad that Ms. *****’s vehicle was repaired. That all seemed to be in working order when she arrived for pickup on 7/18 in the afternoon. If we can be of further service please let us know. 
  In conclusion, as to her original request of replacing the vehicle, as we mentioned originally, vehicle replacement is something that is done through the State of Florida thru the Lemon Law process and the Manufacturer, not the franchise dealership. If Ms. ***** still feels she has an issue with the vehicle itself, she can exercise her right to file a lemon law complaint if her situation meets the criteria. She can call The Lemon Law Hotline at 1-800-321-5366  and they can give her information on starting the process. We hope we have answered respectfully and again we want nothing better than to know Ms *****’s car is fixed and safe. 

  Customer Answer

  Date: 08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  When I picked up my vehicle, the doors still do not close as they should. Everyday I have to make sure that they close securely by using some force to close them after I open or close them.
  

  This just should not be so for a new vehicle. The doors do not latch on closed as they should. 
  

  i cannot afford another vehicle so I’m trying to manage as best I can with this vehicle but I am not satisfied with the quality of this vehicle.

  And as I’ve stated before, I’ve taken this vehicle into the dealership regarding this issue and I’m advised that I need to leave a window open for it to close properly which is unacceptable to me.

  And the response from the dealership after they’ve examined it several times is the same, that there is no solution for this problem other than leaving a window open. 
  

  Why should I have to do this if I purchased this vehicle new. 
  

  Every time I close it with force, I’m concerned that in the long run, it will affect the windows and the door itself because of the added force needed to close it on a daily basis.

  The original response to my concerns have not been satisfactory. 
  

  If you can’t sell a quality product, it’s disappointing to me. 
  

  I’m a senior citizen and a disabled veteran with limited income. I traded in an older vehicle and still had to pay a down payment for a product that still to this day does not feel like a new vehicle still under warranty. Every monthly payment is hard to make when you’re paying for a new product that is not functioning as it should.
  

  I’ve reported everything in a timely basis as it is still under warranty. But it does not matter if it’s under warranty as the issues are not addressed properly.

  
  
  Sincerely,
  
  ******** *****