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:01/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Just purchased a brand new 2025 ******** last month. Well my transmission light came on out of no where so since its less than 3000 miles and me purchasing the extra warranty that they upsell you when purchasing claiming it covers everything(Bullsh**) so my vehicle was dropped off last Tuesday and here it is the following Mondaymy vehicle literally just been sitting outside this entire time and today I get a message(not even the audacity to call service man was *****) stating its 700 to fixIm like how called and they said a rodent chewed up cables and caused the light to come on. I said how thats possible when my car is never parked outside at my house or job. And I doubt that happens to a trip to the grocery store. I asked is it possible it happened there since its literally just been sitting this entire daywell then I get a call and they stated we are not going to submit to ** and they can do $449 and it will be fixed same day and I come come pick it. Told the warranty from just purchased this vehicle and extra warranty dont cover this(waste of money)Why was my car sitting for this dang long??? Why none of my other vehicles have ever had cables chewed and I literally have one vehicle that stays parked outside and another in the same garage with this car and nothing chewed??? Yall please be careful with dealing with this establishment. I paid it because i needed my vehicle but will be contacting an attorney to handle further. I really believe in having morals and integrity(the only person in this place with that is *******)

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have purchased a brand new ***** Trax 2022 in march 2023 and since first days and months of purchase have had all sorts of issue with this vehicle including brake problem which has been reported and service once under warranty and yet the exact issue remains unresolved and for fact is nothing more than a defect in brake system. Although my vehicle is still under warranty but I have told brake system is not covered. And need help to hold the dealer accountable for fixing this issue for full service and repair.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In august we purchased a new to us 2023 Chevrolet Equinox Premier. Good little SUV. Peppy 4 cylinder engine. And it was CPO (Certified Pre Owned) and we further purchased the bumper to bumper protection via MPP, in addition to that the tire protection as well via MPP. All of these items were in play at less than 3 thousand miles into our ownership (total mileage less than ***** to date) we got a check engine warning. Went to have it checked and it turns out the fuel pump needs to be replaced and the car went into what I will call limited power or limp mode. Definitely not safe on Texas highways/roadways. Saturday is when this happened. On 10/28 in the late morning my wife brought the vehicle back to Stonebriar to have them address the faulty engine component. ***** and his manager whom I failed to capture the name of agreed the car needs repaired, and is not safe to drive on Texas roadways. But they have no loaner, they stated that ** would reimburse a rental after the repair was done and further negotiations around cost were arranged. Expected time to repair... 2-4 weeks, time for reimbursement 4-6 weeks after submittal. I can not afford the rental for that length of time. And its doubtful that my bank would allow a pause in payments during the period the car is awaiting parts and repair. What I want is for Stonebriar Chevrolet to provide a rental or loaner vehicle for the length of time of the repair and not have us on some wait list that is to their statement ***** cars deep as it is. We purchased all of the additional warranties and a 2023 vehicle with relatively low mileage specifically so my wife would have a reliable safe vehicle to take our in-laws and herself to the many doctors appointments that they have to attend. All have nearly weekly appointments and she is the primary means of transportation to and from these medical appointments. As the consumer who purchased the ***, who purchased the, MPP coverages as well in good faith that the Dealership would step up to provide coverage for the vehicle and replacement transportation in the event of a vehicle needing to be out of service for an extended period of time. As it is my wife has left her vehicle with Stonebriar Chevrolet to have it repaired but the lead time on parts due to excessive failures is weeks. Please help us in seeking an appropriate response and provided rental or loaner that is covered from the outset by the Dealership.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Car dealership not honoring WE *** agreement

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 writing on behalf of my mother, ******** ******, to file a formal complaint against Stonebriar Chevrolet regarding a recent vehicle purchase that has left her dissatisfied. The purchase was for a 2018 Jeep Compass and occurred on August 10, 2024. Since my mother did not have the title for her trade-in with her, ***** **** wouldnt provide the sales paperwork. She brought the title to the dealership on August 12, 2024, and proceeded back home. About an hour later, the dealership called because the title was not signed. The title should have been checked and verified before she left. After not receiving any paperwork on 8/10/2024 or 8/12/2024, she called several times that week. After no responses, I took her to the dealership on 8/16/2024. We should not have had to drive up there. The final complaint relates to a windshield leak. On 8/16/2024, my mother noticed water leaking into the vehicle. While there on 8/16/2024, we told ****** ********. He stated they had replaced the windshield, and it probably wasnt sealed properly. He stated we could bring the vehicle up on 8/19/2024 and get the leak fixed. Unfortunately, on the morning of 8/19/2024, there were unforeseen issues that prevented us from bringing the vehicle. We assumed that ****** would be there since he told us to be there around 8:30 a.m., but when she called that morning, he wasnt there until noon. Later that afternoon, she spoke with ****** and explained the situation. He said it would be taken care of and he would call her back with the details. Its now 8/26/2024, and she still has not been contacted or received any further information. Is it because she purchased a **** from a ***** dealer? Is it because she didnt buy a $30,000 vehicle? We completely understand buying as-is, but dont say youll do something if you plan to not follow through.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Went to buy a 2nd vehicle from StoneBriar (return customer), on 06/24/24 made the deal. I told them I will pay cash, they begged me to finance. Could not complete the deal due to their financial system problem. Talked me out of paying to cash for vehicle. Was asked by sales to put a deposit of $500 to hold the car. I told them I want it refunded, when I return to complete the transaction. I dont want to put any money down. They agreed it will be returned. I told them I will pay cash. l for car. They begged to finance. So I paid the refundable deposit. Was inconvenienced and had to come the next day. Came next day and bought truck through financing. I asked about refund on my $500. **** said it will be refunded in 5-7 days. Still have not seen my refund. Called multiple times over the last 2 months and left messages with finance, no return call. GM was very condescending when I asked for my deposit back. He said you want money back on a truck you bought? Very unprofessional GM. Just need my money refunded.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2022 **** expedition used from this car lot and expected better problems with vehicle are 1- left hand front blinker doesent work 2- high beams dont work 3- transmission sounds weird at fast take off 4- nice c-shape DRLS dont work but may not be equipped will take it to mechanic shop to see wats wrong with this vehicle and see how much they charge for all this 5- key fob does not work either Just really disappointed but i guess its my fault for not checking this i just didnt think a 2022 with ***** miles would be this messed up and have to put money into it after a week of having it bought it on june 15 that same day called about fob and manager told me to relax so i didnt think calling again would solve anything i hadnt discovered other problems till i picked it up the following monday hope people will learn from my mistake and thoroughly check vehicle before negotiating no matter how nice the car lot or vehicle looks i really dont know what steps to take just really bummed out and upset that people will do this to us middle class folk oh well it is what it is i dont know my rights as a consumer but i think anybody would be ****** even with just the thought of them taking 30 days fixing ur vehicle and also with vacation time just around the corner and having to rent a vehicle for 1500 dollars i bought this ride especially for that so im just really upset about this

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Summary of Problems (details attached in photos):1. Refusal to provide contract (car bought in December)2. Refusal to respond - see email attached. Denied conversation with any member of the headship team onsite. A reasonable amount of time has passed after reaching out to 6 members of their leadership team, as directed, including their GM 3. Service package - coverage explained was not honored, including oil changes, loaner car 4. Charge for service not requested (tire rotation Id like to request: - A copy of our contract, which was never delivered after requesting multiple times. If the contract was not upheld or accurate information regarding the service package benefits was not provided in a clear and conspicuous way, wed like to remove our service package, and receive a refund backdating each month paid - The $320 in services believed to be included within the service package OR not requested (tire rotation) refunded - I noticed the mileage is still incorrect on the service receipt given to us. At the time of purchase, it was confirmed the listed mileage was incorrect and the service department incorrectly conveyed the mileage to ******. We were assured this would be fixed asap to not affect the resale value later down the road. We confirmed this was written within the contract prior to signing. Please provide evidence this change has taken place in all appropriate places, including CarFax

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 own a 2024 Camaro VIN: ***************** in which I bought in December of 2023 (a little over a month). The car warned me on an engine issue back on Jan 30, 2024 by turning on the engine light. After taking the car back to the dealership (Stonebriar Chevrolet 9950 Highway 121, Frisco) on Feb 2, 2024 and after the diagnosis, I was told the car had some engine wire harness (attached report) and the reason of the issue was rodents. Even though my Camaro is parked inside my garage with the two additional cars I own in which Ive never had issues before (they have been with me for over 4 years), I approved the service and asked for the tech to make sure he didnt discard the replaced part after hearing that this part and service were not covered by the warranty.When picking up the car and paying the amount of $842.61, I inspected the part and it looked completely different from the one they had in the inspection report (attached picture) AND nothing even close to a rodent damage (attached picture). I am reaching out for a formal complaint and request the refund of the amount I paid back.

• Initial Complaint

  Date:06/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The sticker price for the truck was $57065. The Dealer was offering discounts. The salesman said there may be other markups, he had to check. For example window tint, the running boards, etc. He came back with a marked up price for dealer items totaling $2495. I purchased the vehicle and went out of town. I was just going back over the window sticker and saw that some of the items he stated resulted in the markup was included in the original price. I called back, June 1 and asked him what did the $2495 include. He said door guards, wheel locks, and window tint. There are no door guards or wheel locks. He stated the Dealer charges can be greater than retail. There is tint on the rear windows only. Everything else on this truck is included in the window sticker price. There is nothing extra on this vehicle adding up to $2495.

  Customer Answer

  Date: 06/03/2024

  I returned to the Dealership yesterday, Sunday June 2, and took photos of the window stickers of Silverado trucks. The Pro Package, Protection Package I assume, was displayed by the vehicle window sticker in some trucks.  The Sales Team or Salesman added the $2495 Protection Package back to the contract without the vehicle having the package items other than wheel locks ($198) per one window sticker. I spoke to the Salesman numerous times on the phone, and he kept saying the wheel locks and tint could total $2495.  Stonebriar had different Protection Packages ranging from $1495 to $2495.  The Sales Team or Salesman "choose" to apply the costliest package to the price of the vehicle.  The only window tint is the rear and back windows, which were added to the sticker price. There are no door edge guards or other upgrades. The truck is a basic Custom truck.  I purchased from Chevrolet rear wheel well liners and a bed liner.  I signed a Sales contract along with Stonebriar, but the contract was not valid as related to the Pro Package not being installed on the vehicle.

  In addition, the window sticker was folded up and placed in the glove box after the test drive.  I did not see it until June 1 and started to contact the Salesman. My wife is my witness, I asked him was the sticker price in the window the price.  He stated he had to run the *** to see what the dealership installed.  He stated the tint, running boards, and other items may not be reflected in the window sticker.