Complaints

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:01/15/2025

  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.

  Took a 2020 C8 corvette to collision shop in Feb 2024 for repairs after an accident, have not had my car for any extended period of time since that date due to ongoing electrical problems, 2 alternators, 3 batteries, and other various issues needing to be checked due to warning lights always coming on after a day or two - after two tows because of the car stalling while driving (loss of all electrical components in the car, including power steering) with NO warning, I am always told the car is fine and just needing "reprogramming" - now my car had to be towed again this past Friday and I refused to have it returned to the same place, the new mechanic advised me today there is a small coolant leak from the accident that was never fixed resulting in the coolant getting into the wiring / alternator and burning the alternator, which is why it keeps needing to be replaced. He said to call the dealership - when I did, collision refuses to take the car, stating its not their problem and service states they did not work on the car, its collision who did the work and needed to handle it but since they did not want to touch the car I needed to pay out of pocket to service to change the alternator/battery AGAIN when I already had to pay for it FIVE MONTHS ago even thought it was never fixed correctly originally in Feb when collision had my car --- there is no accountability for their inadequate work and the safety risk of driving a car which is not properly repaired after multiple visits to both collision and service and now I am expected to pay over $1800 after paying over $1200 five months ago for the same thing ... i do not know why I have to pay twice for a repair that wasn't done in Feb 2024 when over $3500 was paid to have it completed in the beginning-how many times can a company charge for a service they do incorrectly which directly damages your car? They need to not only fix my car correctly but give me back my money since it was their negligence causing the damage.

  Business Response

  Date: 01/23/2025

  Stingray **************** repaired the rear bumper upper fascia and replaced the lower fascia. The damages were superficial meaning cosmetic repairs only. Please see the pics of the damage. The force of the impact did not travel beyond the plastic bumper covers. The amount for services rendered at this time was $3,740.47 for rear bumper cover repairs. There was no extra or hidden damage discovered under the rear bumper cover when it was removed from the car indicating the impact was minor. The car was returned to the body shop after the repairs were completed due to electrical issues. Shop removed the bumper and inspected and did not find any missed damage that needed addressed. Shop test drove the car several times and was unable to reproduce the customer complaint of the car not running. The electrical problem was intermittent making it difficult to identify. Shop did eventually identify the culprit being a bad alternator and did not charge the customer for this mechanical ********** waived $400 worth of mechanical diagnostic time in effort to help the customer. Shop contacted the insurance company which was Hillsborough County in effort to get the electrical problem covered under the claim but was not successful. At this point shop had to stop working on the car until either the insurance company or the customer were willing to pay for the extra work stemming from the electrical problem. Both the customer and the insurance company refused to authorize any repairs so the body shop was forced to stop working on the car.
  Stingray body shop never refused to work on her car. The C8 corvette has a very sophisticated and complex electrical system that requires special training and expertise that can only be handled by a certified service department. That is why the body shop referred the electrical work to its ******************* They are better suited to repair the electrical issues. It was not an attempt to pass the buck so to speak. It was an effort to get the car to the department that was best suited to handle the current electrical issue.Once the customer agreed to pay the service department, they agreed with the body shops diagnosis and determined the alternator was bad and required being replaced. That work was performed on ro # ****** $1096.55 provided in attachments.
  Stingray would request to see in writing that her new mechanics thinks the coolant leak is from the accident. Is that his opinion or does he have hard evidence? It would be very hard to determine if the leak was created by an impact on December 2023. If you read the mechanics notes on ro ****** you will see he was very thorough. He would have noticed a coolant leak when he removed the damaged alternator if it were leaking at that time.
  In conclusion Stingray does not feel the $1096.55 charged for the alternator repair is owed back to the customer. ********************** did install a new alternator and battery because at the time that was the issue needing corrected.  

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22812280
  
  I am rejecting this response because:

  This is inaccurate information - first, there is conflicting information from this response to the response provided on the ****** review, which can be looked at under their website ****** reviews. I have attempted to call Collision and Service to speak about the concerns I had when the said car was at another Chevy mechanic - to have two alternators "malfunction" in 5 months > ***** is a direct result from a small leak sustained in the rear end collision, which is an extremely common occurrence in that type of accident. My messages are never returned - I never DID charge me for the labor, and that was NEVER refused by me - what WAS refused was $172 of additional work that was never discussed and when I was told the amount was more then discussed originally, THAT is when I refused to pay since it was not reviewed with me and just done by either service or collision - I still cannot find where it went to.. and these types of hidden charges are not appreciated and I was upset your shop did work costing me more money then was discussed - and the last time I was in your shop in Nov 2024, YOUR service manager walked to Collision stating it was a collision problem, your collision department refused to look at the car, which is the SECOND time this happened - also, I find it curious there was no mention of "extensive electrical concerns" from before I owned the car, which is what the other response stated as the reasons for the ongoing challenges with repairing the vehicle, leaving my safety and those on the road driving around me, at serious risk. You mention nothing of the sort in this reply, so this is the third different story I am hearing about the repairs of the car and the ongoing problems - how can I get three completely different answers to why there is issues with the car? That further shows evidence that no one is on the same page, each one coming up with their own reasons to "pass the ***** on how the inadequacy of the first repair resulted in ongoing damage to my vehicle - as you stated, the C8 is an complex piece of machinery and it concerns me that you feel a specialist was needed for understanding the problems with the car yet did not seem to think maybe a specialist should be the one repairing the damage- you do know the moment i turned on this car from the original repair, it had to be returned due to the wires not being replaced correctly resulting in the Left being Right and Right being Left - and that was from your collision mechanics and my car was never safe to drive since I dropped it off to your collision repair shop - I will be more then happy to provide you the information / statement / contact number for the mechanic that finally did the correct repair to my car (no lights have been on for 1 week, which is a record since Jan 2024 when I dropped it off to collision) so he can outline how the accident caused the original damage and your mechanics inability to handle the repair of a C8 resulted in the ongoing damages, ongoing stress, and the need to repay me for the money I have spent repairing the damages resulting from the poor service provided by your collision and service department, now including the $240.81 from a misdiagnosed light in Nov 2024 - there was nothing wrong with the exhaust actuator binding - it was the malfunctioning alternator misfiring information through the car- if I believed your mechanic that day and did not take it elsewhere, I would have paid over $4000 in repairs and then the alternator would have blown again - it was never the exhaust but always the alternator / coolant leak, which was not found / fixed the multiple times I brought the car back to your shop- the mechanic that found the issue is more then willing to discuss this, and works often with your dealership but it's hard to do when no one from Stingray Chevrolet returns my calls - you have my number and I have requested a call from somebody multiple times, please call me so I can get you in touch with **** at 360 Customs along with his mechanic ****, as both of these highly skilled/trained mechanics are willing to speak on my behalf of the ongoing inept service provided by Stingray Chevrolet resulted in the crippling damage to by C8 and unnecessary safety risks when driving the car - I look forward to speaking with somebody in the upcoming week so I can hopefully just put all this behind me and start to enjoy the car that now is running perfectly - 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/27/2025

  Stingray collision center repaired the rear bumper damage only. The charges accrued in the body shop were for the rear bumper damages only and did not include electrical issues that were addressed in the service department concerning the alternator issue. The electrical issue was confirmed to be related to the alternator malfunctioning intermittently.The service department was not able to relate this electrical issue to the accident since the impact was minor and not hard enough of an impact to create an alternator failure.
  The collision center does not agree that the coolant leak is a common occurrence from a rear impact because we have never seen it before. We have repaired several c8 corvettes that received a rear impact much worse than Mrs. ******* and have not witnessed a coolant leak from such an impact.
  The electrical issue was addressed when the alternator was replaced by our ******************* It was diagnosed as an internal fault in the alternator. Our technician did not witness a coolant leak when the alternator was replaced. He was clear and concise when he noted the issue was an internal fault in his repair notes. ************** would not warranty the part since it was partially covered as a good will gesture. There is no warranty for good will repairs. Good will meaning not covered under warranty because the bumper to bumper 3 years or 36k miles has been reached but ** is willing to help financially for a portion of the repair.
  The service department feels the car was in proper working condition when it left in April/May 2024. Stingray believes the coolant leak occurred sometime during the ***** miles after we repaired Mrs.******* car. Unfortunately, due to mileage and time after repair, Stingray Chevrolet will not take responsibility for the repairs at the other repair facility.

• Initial Complaint

  Date:01/06/2025

  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.

  Bought a brand new car that was courtesy delivered to this ***** dealer. Paid $90,000 once all said and done. The dealer left the car outside during a Category 3 hurricane, which caused the car to sustain paint damages and possibly even more that the eye hasn't seen yet. The damages and attempt to fix them were never disclosed to me. Since then I have tried reaching out to multiple ***** dealers, **, and even their headquarters, only to be told to file an insurance claim on damage that happened before I owned the car (insurance fraud). To this date I am still dealing with these issues and spending money and time that doesn't need to be spent on a car that was supposed to be brand new. I am still back and fourth with ***** corporate to no avail.I have since attempted to have my local dealer fix the paint, only for them to make it worse. I cannot get help from any party in this matter despite paying full price for a car that was supposed to be delivered brand new. My dealer tells me they won't "warranty" the paint since it wasn't delivered like that.This has thrown my lifes time line off dramatically, I can't get the car wrapped in this condition despite paying for it to be done in November 2024. I've had to pay hundreds out of pocket for a rental as well since the dealer wouldn't provide a loaner car.Somebody needs to reach out before I file a lawsuit, it can't wait any longer. Put me in touch with a ***** higher up please.

  Business Response

  Date: 02/04/2025

  We have attempted to reply to this complaint i'm not sure what has happened here. This customer picked up a car here that was a courtesy delivery for the dealership up north where he purchased the car. The vehicle was not left out and had no storm damage , it did however have a factory defect on the front facia. We offered to have it repaired and then the customer quit responding. He since had the care repaired at Seminole Chevrolet in ***************, the repair was paid for by ** warranty since it was a defect and not storm damage. I'm not sure what further action the customer is requesting any problem with the repair would need to be directed to the repairing dealer any problem wit the purchase should be directed to the selling dealer. Please let me know if i can be of any further assistance.

• Initial Complaint

  Date:10/17/2024

  Type:Sales and Advertising 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 am extremely disappointed with Stingray Chevrolet, I have never felt so undervalued and disrespected from a car dealership in all my life. Their unprofessionalism has cost them a customer and a $31,000 sale. I was ready to come in and sign the papers, until their ** started fiddling with the numbers I was quoted and refused to honor the dollar amount I was quoted in writing from ****** the internet sales manager and from the ** **** ******. ***** this dealership at all costs if you want to feel valued and your business appreciated. On Friday Oct 4th, *** the sales manager gave me a sales quote $1000 higher (See screen cap 1) than what was quoted in writing by ******* and ****** the internet sales manager via email (See photo 2 email screen capture + price) AND the ** **** ****** a week earlier when he himself game me the numbers (See picture 3 iphone notes) and confirmed the price of the car at $35,110. When asked to reconcile I was told thats the lowest they would go is $36,838, $1000 higher than the quoted amount, and that my prior offer was no longer valid and would not give a reason. On Sat Oct 5th I attempted to go up the chain of command and spoke with **** ******, the ** on the phone about our prior conversation and the previously quoted price, who told me that offer was no longer valid, even though I had it in writing and he had agreed to that amount a week prior over the phone by giving me the sales figures. I asked to speak with the ower or the owners daughter, and was refused going up the chain of command to make a sale. Then he tried claiming he never made that offer and tried to accused me of fabricating the numbers. If he did not agree to the amount discussed, then how do I know his dealership fees? (Tax, tag, additional) if I was never given the quote? Plus I had the offer in writing from the internet sales manager.

  Business Response

  Date: 10/31/2024

  I want to start this response by apologizing that anyone has to spend their time with this. The phone screen shot he says i sent him simply wasn't from me in fact I don't even have a metro pcs account nor have i ever seen that format, but none the less this prospect attempted to buy  this car for two months  straight just was  never able to agree with the terms.  At that point with his endless manipulation of the offers and constant consumption of everyone's time and efforts we reached a point where we declined to do business with him at any price. We are well within our rights to not sell him a car and in any case we sold the car to a customer that was willing to agree to terms even without the endless charade we went through to not sell the vehicle to mr *******

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22432440
  
  I am rejecting this response because:
  
  Ive had enough of the endless lies and shady business tactics from stingray and the ** **** ******. The issue was never resolved when asked to escalate the problem to the owners or higher management. I was called a liar by the ** for numbers that he himself gave me a week earlier and was documented. Not only was the screen shot was given to me a week later have different numbers by his assistant ***, but the quote proving the offer was made was in writing, as you can see in the pictures by ****** the internet sales manager. Its undeniable, and the **s attempt at saving face by attempting to backtrack by calling a potential customer a liar is atrocious behavior and he should be fired immediately. I elected not to do business with the company on grounds of being called a liar when the quote I have is in writing and was never honored. They lost a sale over $1000 discrepancy. Now Im sure the ** doesnt care about a $31,000 sale, but maybe the owners should because there are lots of customers like me who dont have to spend our money at their shady dealership. The ** claims they sold the vehicle a few hours after we had the discrepancy, but I think they sent it to auction because it was sitting on their lot for over 3 months, but no car dealership should ever treat their potential customers in a very customer service oriented industry in such a disrespectful way. I have never been so mistreated and felt so undervalued as a customer in all my life. If you want to feel valued and not shoveled a bunch of ****, avoid this dealership at all costs. Please avoid **** ****** at all costs, hes the shadiest of used car dealers and will pull all punches to make a sale and save face. His behavior on behalf of his dealership is horrendous and he should be fired on the spot for his behavior. 

  Sincerely,
  
  Benjamin 

   

   

  Business Response

  Date: 11/04/2024

  This will be my final response on this matter. It is obvious to everyone involved we were unable to come to terms with MR. ******* after two months of attempts and many unreasonable and unhinged conversations but at this point we can just agree to disagree and move on with our lives and both be thankful we never ended entangled in an actual business agreement that could have left someone with an actual complaint. I wish MR. ******* the best from here on out and hope he can find what he's looking for or at least be done obsessing over this.

• Initial Complaint

  Date:09/20/2024

  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 bought a used 2021 gmc terrain a month and a half ago I bring it straight to ******** where Ive never seen a ***** the six years Ive been there and I come outside the hospital one late night which I dont drive at night most times to find a big infestation of roaches I come back to ******* for a funeral and called the dealership that sold me the infested car with a bunch of German roaches Ive never had roaches in ******** ever in my life have I seen a ***** in ******** also and they tell me bring the car to them for one day so they can bomb it and clean it I get it back to all the door panels popped off things broke on it now and until I said I would contact an attorney for this issue since the car was sold to me with a infestation now they said they cannot speak on the issue anymore because I mentioned attorney I actually have messages them saying they bombed it twice there is no smell of pesticide in the car so I know they lied about bombing it and they returned it to me and I found more roaches crawling out the rubber on the doors of the car Im so disgusted and utterly ****** off that they sold me a car infested with roaches and they should get in trouble for doing so if I get them inside my home I will have another issue on my hands I am disabled and I have no roaches in ******** what so ever they are trying to say maybe with it sitting outside they got them but its infested an also I lifted up the floor mats to find a rat chewed a hole in the carpet on this car . Since I mentioned attorney they said they cant speak on the issue anymore this is so disgusting and u real .

  Business Response

  Date: 09/21/2024

  This was a problem that wasn't brought to anyone's attention until after one and a half month's of ownership but even still we offered to and did treat the vehicle in an attempt to solve the problem. When the customer was still unhappy we offered to trade her out of the vehicle. We are glad to assist in any way we can but if she prefers to take the route of legal action that would always be a situation for us to cease communication and leave it to the attorneys to sort out. The offer to trade the vehicle still stands if she would like to explore that option first.

• Initial Complaint

  Date:07/16/2024

  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 bought a car just a month ago from this dealership. I bought the extended warranty on top of the car makers warranty. I had a check engine light come on and my engine experienced a a low power, lower rpm message. I called. Had an appt made. Now I'm being told I need to reschedule an appointment and they're offering 10% off my visit. I shouldn't have to pay a dime. I just bought the car. Certified Pre Owned. Less than 32k miles. I need a reliable vehicle. Not one I have to worry is going to leave me stranded. I don't have another vehicle to use.

  Business Response

  Date: 07/30/2024

  Customer was called to reschedule appointment due to us being busy. It was an automated text offering 10% off whatever work you were having performed. The customer having warranty wouldnt be charged anything if the warranty covered it. 
  

   

• 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.

  I was referred to stingray by my automobile insurance. They took my car into the shop on February 16,2024. They were supposed to fix the right blinker, headlight, right bumper and right finder. Received my car back 2/14/24. The only work done was the body work. The right blinker and headlight still does not work. We took the car back the very next day. Where they proceeded to order another part. The part came in on 2.21.24 and I took the car in on 2/22/24 . After sitting for a while I get this it cant be fixed because the part has been rusted out and it will not be able to support what the headlight and right blinker is supposed to do. Along with the fact the the part can not be purchased. They have to call someone else to see if they can get this part. Imagine my surprise that this was not noticed for 3 WEEKS while you had the right from taken apart. How did you give the car back fixed if you just so called figured out you DO NOT HAVE THE RIGHT PART AND CAN NOT PURCHASE IT. you couldnt have done the work properly. Now I wasted my time Thursday sitting in the body shop for no reason and I know they knew what was needed. Im disabled and it took a lot for me to be able to sit there when my car should have been fixed prior. I paid an extra $508.00 because they needed more time to fixed stuff the could not see before they took the car apart but you did not fix the parts I told you were wrong with the vehicle when you took the car apart. I feel a lot of things were missed and you put me back in an unsafe vehicle. Im ashamed your company did feel a missing headlight and blinker would put me and my family at risk when on the road driving. I place my grandkids in this vehicle and I dont know if your company can correct their errors completely or safely for my family to continue riding in my car. I really want to see the stages the car went thru when and at what point you had my car in the area . I want every step and every stage to be opened to me.

  Business Response

  Date: 03/13/2024

  This customer's car has been repaired and her headlights are working properly. the delay was due to parts needed to repair the wiring harness were not available. once the correct parts arrived we were able to repair the wiring harness damage.

• Initial Complaint

  Date:09/25/2023

  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.

  Hello. Despite my repeated requests via phone calls and returned mail, this auto dealership continues to mail me solicitations every month, sometimes more often. The most recent was this week. Not only does Stingray refuse to honor my request to cease the mailings, it also jeopardizes the security of my mail because most pieces that it sends look like checks. As you may know, theft of checks from mail boxes is on the rise. I do not want these or any other solicitations from this company. Any help to stop them would be appreciated. Thank you.

  Business Response

  Date: 10/09/2023

  Sorry for the slow response I must have overlooked the email previously. I have reached out to the marketing company that sends those invitations on our behalf and asked that they remove the address from any future offers hopefully that should solve the problem.

• Initial Complaint

  Date:08/10/2023

  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.

  Purchased a brand new 2023 Camaro less than 3wks ago and heard a weird sound coming from it while still doing paperwork before purchase. I was told by everyone at the dealership that all the Camaros sound like that up to 500miles then it goes away. Well, Im past my ******************************************************** only to find out its completely broken (transmission, water pump, oil pump). I was sold a lemon by the dealership and havent even made the fist payment on the car and now they are keeping the car for an indefinite amount of time as they said they have no one that can repair the car currently. Asked to speak to managers and higher *** but no one would talk to me about the car and instead they were trying to sell me a new car! This dealership needs to be held accountable as I am a firefighter and I need my vehicle to travel back and forth to work. I was given a rental car but was told that I couldnt go past a certain amount of mileswell I travel all over the county for work. Stingray ***** is in my opinion cheating people out of their hard earned money

  Business Response

  Date: 08/24/2023

  Vehicle was brought into service department on 8/9/2023 for whining noise from engine area. Vehicle was compared to 2 other like vehicles and both exhibited same noise. Normal characteristic noise. See attached repair order.

  Customer Answer

  Date: 08/25/2023

   
  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:05/25/2023

  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.

  March 27, 2023 @ 4:13pm, I called Stingray Chevrolet about getting an estimate of repair for my pickup truck. Employee ************************* told me my truck was totaled (I never said it was), and that by law I could not keep my truck. I called USAA @ 4:33pm to verify this and was told it was NOT TRUE and that I had the right to get a second opinion of its damage. I called Stingray @ 4:56pm and was transferred to a different employee who questioned me about my truck and said, "We would be happy to give you an estimate." I made an appointment with him for the next afternoon @ 4:30pm. On March 28, we saw that the damaged radiator fan was not working, so decided to have the truck towed. @ 11:09am, I called *********************. The truck was delivered to Stingray @ 1:15pm. I went to inform the estimator that it was there early in case they were able to perform the inspection sooner. Unfortunately, It was ****** who agreed to see it. The company advertises FREE ESTIMATES, but ****** REFUSED to give me one. He never came closer than 8 feet of my truck, declared it totaled, and INSULTED ME by scoffing at my claims that before the accident several mechanics had offered to buy it because they knew it was well maintained. I PAID to have my truck towed to Stingray in GOOD FAITH that I would receive an estimate of repair AS ADVERTISED, then had to pay to have it removed. I have complained to the company via their website twice, been told my complaint would be addressed, and have only been ignored. USAA let me know I am LEGALLY able to obtain a second estimate from the collision center of my choice. Stingray simply refused to follow their own advertising. As a result, I am out $190 in towing fees, and thousands of dollars in car rental fees since it took almost 2 months for the next available mechanic to give me an estimate on repairs since the shops here claim to be weeks behind in work. THIS IS FALSE ADVERTISING! I was LIED TO, INSULTED, and IT COST ME MONEY!

  Business Response

  Date: 05/26/2023

  Tell us why here...There was a miscommunication and we attempted to apologize and explain but the customer was not willing to listen. She called asking for an estimate on her truck but did not explain that her insurance company had already deemed her truck a total loss. This information was not shared with the shop until she arrived with it. Stingray does offer free estimates but will not repair cars that have already been deemed total losses by the insurance company. This is why an estimate was not produced. Also, writing an estimate does not obligate Stingray to repair a vehicle. There are many circumstances that *** cause us to decline working on a vehicle. If we had given the customer a free estimate, we still would not have repaired the car because it was totaled by her insurance company. There is too much liability involved in repairing total losses. There are often large supplements discovered during the repair process that make the repair costs beyond what the customer can afford. This usually ends with the shop having thousands of dollars worth of parts and labor on the vehicle and results in the customer not willing or not able to pay for the repairs. We stand by our decision to not want to repair the vehicle and deny any liability or obligation to pay for the tow bill. We also do not assume any responsibility for rental car due to other shops not being able to repair her truck in a timely manner. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20095727
  
  I am rejecting this response because:

  1) No attempt at all was made by this business to apologize or explain. My online complaints resulted in assurances that my complaint would be forwarded to the appropriate party. I was told I could choose whether to be contacted via phone or email and I chose email. I have NEVER received ANY responding emails from anyone about this issue. So, a completely false statement. 

  2) I never told ************************* my truck had been totaled, but I did tell the second gentleman I spoke with. When he asked if the insurance company would be paying for any repairs or if I would be paying out of pocket, that was when he told me they'd be happy to give me an estimate and created the appointment for me. If the policy is not to give estimates on totaled vehicles, why did this employee agree to the estimate and create the appointment? 

  3) I never asked nor expected Stingray to repair my vehicle. That was NEVER discussed. I asked for the FREE ESTIMATE they advertise, which I was told over the phone I could get. NOWHERE did I see ANYTHING which stated the FREE ESTIMATE only applied to certain circumstances. THAT is NOT ADVERTISED. I have no idea why you think I was asking to have my vehicle fixed. I NEVER said I wanted Stingray to repair it. I only asked for the FREE ESTIMATE STINGRAY ADVERTISES, which I was told over the phone I could get. THIS IS FALSE ADVERTISING.

  4) I NEVER would have had the vehicle towed to Stingray Cheverolet IF I HADN'T BEEN TOLD OVER THE ***** THAT I COULD GET THE FREE ESTIMATE THAT IS ADVERTISED. Thus, my time and money were wasted over FALSE ADVERTISING and what now appears to be a lie by the employee who told me over the phone that they'd be happy to give me a free estimate.   

   

  Sincerely,

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

  Business Response

  Date: 06/01/2023

  We did apologize for the misunderstanding the day the event happened and still wish that the communication between both parties was better so this could have been avoided. ****** can be matter of fact and a straight talker but he was trying to explain the process of a salvage title in the ****************. There was no attempt to deceive ************** in anyway. I reviewed the recorded conversation with ******. *************** did tell him over the phone that her insurance company had deemed the Tacoma a total loss so he was privy to that information before she arrived at the body shop. During the recorded phone call ****** response after she explained her insurance company totaled her vehicle was we would rather not get involved with it.  Therefore, she was notified upfront that we do not repair total losses for the reasons I stated in my previous response. It also was not disclosed to us that the truck would have to be towed to the shop and she never stated during the conversations with ****** or **** that she wanted an estimate only. It is common for us to write estimates while people wait for a drive able vehicle because the damage is less severe than damage on one that is severe and incapacitated. To write an accurate estimate on her truck would have taken over on hour due to the severity. I listened to both recorded conversations several times and she said she wanted to get an estimate to have the truck repaired and it was implied she wanted ** to repair the vehicle. Once we ascertained that we would not repair the truck because it was totaled by her insurance company, we felt it was pointless to provide an estimate.Had we known the vehicle was not able to be driven **** would have never scheduled the estimate. Once she arrived ****** never refused to provide an estimate. He just explained again that we do not repair total losses and the issues that accompany salvage or rebuilt titles. *************** then got frustrated and left with the truck. We do regret the misunderstanding but still stand by our decision that we are not liable for the tow charges and should not be held responsible for any rental charges incurred due to another shop not being able to repair her truck in a timely manner.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20095727
  
  I am rejecting this response because:

  1) No one apologized to me about anything. ****** did not believe he was in the wrong so far as any of this event went, so it doesn't make sense that he would apologize for anything. Apologizing acknowledges a wrong was committed. ****** believed he was in the right and apparently still does, 

  2) If ****** is "matter of fact and a straight talker", why did he not clearly state that Stingray Chevrolet does not handle insurance estimates? He went on and on over the phone and in person without stating this AT ALL. If it's Stingray's policy as previously stated by you, why aren't your employees up front about it? Why isn't it mentioned in your advertising? You advertise FREE ESTIMATES. You do NOT advertise FREE ESTIMATES WITH EXCEPTIONS....   we would rather not get involved with it is not a clear NO! It's not matter of fact and isn't straight talking! There's tons of things I'd rather not get involved with every day, but I still do them.

  3) "There was no attempt to deceive *************** in anyway." No, if you actually listened to the recording of the call, then you *********************** tell me that by law, I HAD to forfeit my totaled vehicle to the insurance company. USAA verified that THIS IS A LIE. I find it difficult to believe you have a "professional" estimator on your staff who doesn't know the law regarding totaled vehicles, and who spews lies instead of plainly asking, "Is it totaled? Oh, I'm sorry, Stingray doesn't give estimates for totaled vehicles." The conversation would have been over quickly and all of this avoided if you either stated clearly in your advertising that you do not give estimates for totaled vehicles, or if ****** had simply said that's your policy. He just kept talking doom and gloom and NEVER SPECIFICALLY SAID, "NO." He NEVER SPECIFICALLY SAID "WE DON'T GIVE ESTIMATES FOR TOTALED VEHICLES." 

  4) "I reviewed the recorded conversation with ******. *************** did tell him over the phone that her insurance company had deemed the Tacoma a total loss so he was privy to that information before she arrived at the body shop."  ****** ASSUMED my vehicle was totaled after I said it had been in an accident. I did not refute this. His next line should have been along the lines of, "I'm sorry for your misfortune, but we don't give second opinion estimates after an insurance company has deemed a vehicle a total loss." END OF CONVERSATION. If "he was privy to that information" before I arrived, why did he ask me to drive the vehicle around so he could see it? Why was he so surprised when he saw it? Why didn't he say, "I'm sorry, we don't give FREE ESTIMATES for totaled vehicles?"      
  

  5) I NEVER asked for anything more than an estimate! The FREE ESTIMATE you advertise! You're claiming that because I said, "estimate for repair," it means I expected you to fix my vehicle? Should I have just said, "I need an estimate," and let you guess what it was for? What else are your estimates for? You're a body shop! EVERY ESTIMATE IS AN ESTIMATE FOR REPAIR! I needed an estimate on what it would cost to repair my vehicle because the insurance company only made their estimate based on photographs, and FOR THIS VERY REASON they ENCOURAGED me to seek a second opinion elsewhere. That's why I called Stingray! You advertise FREE ESTIMATES! If I called and specifically said, "I need my vehicle fixed, can I get an estimate?" THAT would have been a specific request for repair work! At the time, I did NOT KNOW if I was going to try and repair my vehicle or not! It depended ENTIRELY on the second, in-person estimate! You advertise those as free, don't you? 

  6) Even I didn't know I would be towing my truck to the appointment **** made! It was a last-moment decision! But, I NEVER WOULD HAVE TOWED MY VEHICLE TO STINGRAY CHEVROLET if you didn't advertise FREE ESTIMATES. I wouldn't have towed my vehicle there if I had been told in plain language, WE DON'T GIVE ESTIMATES FOR TOTALED VEHICLES. I wouldn't have towed my vehicle there if **** hadn't MADE AN APPOINTMENT FOR ME after verifying I'd be taking care of any related costs out of pocket! I TOWED MY VEHICLE TO STINGRAY BECAUSE YOU ADVERTISE FREE ESTIMATES AND YOU MADE AN APPOINTMENT FOR ME TO GET A FREE ESTIMATE! 

  7) "Once we ascertained that we would not repair the truck because it was totaled by her insurance company, we felt it was pointless to provide an estimate." AND YET NO ONE EVER CLEARLY STATED THAT STINGRAY'S POLICY IS TO NOT GIVE THE FREE ESTIMATES ADVERTISED TO SOMEONE WITH A TOTALED VEHICLE.

  8) "To write an accurate estimate on her truck would have taken over on hour due to the severity." Does your FREE ESTIMATES advertising mention a time limit? That if they take more than a certain amount of time, they're no longer free? Do Stingray employees regularly refuse to do any work they think will take longer than an hour? The insurance company provided me an estimate based on photos alone. The mechanic who finally provided me the estimate I sought said it took 15 minutes, and I'll be happy to have him testify to this fact. 

  9) "Once she arrived ****** never refused to provide an estimate. He just explained again that we do not repair total losses and the issues that accompany salvage or rebuilt titles." THIS IS ABSOLUTELY UNTRUE! ****** blatantly refused to give me an estimate. He NEVER explained that you do not repair total losses. He NEVER mentioned salvage or rebuilt titles AT ALL. He pointed toward a bunch of pickup trucks and told me a story about how some guy with a totaled vehicle wanted his truck repaired, and it ended up costing him more than three times the estimate. FUNNY HE TOLD ME A STORY ABOUT A PICKUP TRUCK ON SITE AT STINGRAY CHEVROLET THAT HAD BEEN TOTALED AND WAS REPAIRED AT STINGRAY CHEVROLET. He specifically said, "Do you see that truck over there?" before launching into the story. I never knew which truck he was referring to, but he pointed, and I pretended I saw it because I didn't care. It took him longer to ramble on about how much repairs costs and how long it can take and how hard it is to find parts than it took for the mechanic to actually work up an estimate for me at the next place I took the truck to. How absurd!  

  10) The fact that you mentioned in your last response through the BBB that attempts had been made to contact me with an explanation was a complete lie which I notice you failed to refute here, ******' lie about having to forfeit my vehicle by law, his refusal to clearly state your "imaginary" policy of not dealing with totaled vehicles which does not appear anywhere in your advertising despite the fact he went on to tell me in person that you had repaired a customer's totaled vehicle which was still on site, your attempt to play word games and to claim in your response that I never made it clear that my vehicle had been totaled (so your story has changed since your first response) as if I was attempting to deceive you when in fact I would have NO IDEA that you refuse to deal with totaled vehicles and so wouldn't know I was required to mention this, all smacks of sad dishonesty. Now I know why you have such low scores on customer service in your online reviews. 

  Sincerely,
  

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

• Initial Complaint

  Date:11/22/2022

  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.

  Please see my attached supported documents for complete details.

  Business Response

  Date: 12/06/2022

  We have spoken with ******** and offered to let her return the vehicle. After some discussion and a review of optional remedies, ******** opted for a no cost to her maintenance plan for the Equinox she originally purchased. I believe she is fully satisfied at this point.

  Customer Answer

  Date: 12/06/2022

   
  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,
  
  *****************************