ComplaintsforLone Star Chevrolet

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 16DEC23 I brought my vehicle to lonestar chevrolet service department for a misfire. Upon diagnosis cylinder 7 was misfiring. They ended up replacing the valve lifters and push rods under power train warranty and charged me an additional $400 for fuel and coolant service. Repairs were complete on 19DEC23. Upon receiving the vehicle we noticed the truck wasn't driving the same, it hesitated under load and had a ticking sound. We took the vehicle back on 20DEC23 because we had a road trip coming up and wanted to make sure it was OK to drive. We were reassured that there WAS NOTHING WRONG and it was good to go. We also requested a copy of the compression test because josue the service rep said that every cylinder was checked. He wouldn't provide it and the mechanic had to come out to tell us he only tested #1 and 7. So the service rep LIED about the service that was done, what else are they lying about? Since they reassured us the vehicle was good to go we went on our trip. A few hours in we start smelling gas fumes when idling, they got so bad that my wife started getting light headed and feeling nauseous. During our trip I had my father verify the gas smell. 10JAN24 upon returning from our trip we took the vehicle back to address the gas smell, the service rep confirmed the smell. A few hours later he called to feed us a load of crap that the smell was from other vehicles on the road. I mean how stupid do you think I am? There aren't other cars idling in my driveway and you don't just smell gas unless there is a PROBLEM. They claimed to check everything over and there was NOTHING WRONG, basically acting like we were making it up. On 15JAN24 the vehicle started misfiring again but the issue quickly went away. We took it in to see if there were any saved engine codes. There weren't any and we were told that they couldn't do anything unless the engine failed. 01FEB24 misfire is back and smoke is dumping out of the tailpipe. Do your job and fix it.

  

  Business response

  02/20/2024

  Dear BBB of Metropolitan Houston,

  Good morning,
  
  Mrs. ***** came in the first time on Dec. 16th 2023 with a check engine light on and the vehicle was shaking. The 2019 Silverado had 40764 miles on it and we found that it had engine lifter separation on the left side of the engine We repaired the vehicle back to factory specs and the guest picked up their vehicle on Dec. 22,2023.
  
  On Jan. 10th the vehicle came back because the guest smelled a strong odor of fuel inside and outside the vehicle. We Checked the fuel tank and lines, fuel rails, fuel injectors and fuel pump and found no leaks. We could find nothing that could duplicate the odor the customer smelled and guest picked up and has not come back to tell us about any further issue with the odor.
  
  On Feb, 5th the guest brought back the vehicle with a check engine light on again. We found #7 lifter that was just replaced had failed again so we had to go in the engine and do a parts failure replacement. This part failure was repaired to factory specs and guest picked up vehicle on Feb. 15th.
  
  We empathize with Mr and Mrs. ***** and wished they were not going through this with their vehicle. We did all repairs under factory warranty and at no cost to them. We hope that we are finished with this incident and look forward to seeing them only when standard maintenance is due. We have tried to reach out to them to hopefully answer any questions or concerns they may have. There has been no response as of now. We appreciate their business and hope to regain their trust and look forward to them being customers for a long time.
  
  Sincerely,
  
  Derek ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Cadillac from lonestar chevrolet in October 2023. I was sold an extremely useless extended warranty with a higher than normal deductible,and I was told there was no deductible attached to this warranty when purchased. Having transmission issues that should be covered under warranty seeing car is only 5 years old and I’ve only had the vehicle for 60 days. Lonestar won’t answer or return my calls.

  

  Business response

  02/19/2024

  Dear BBB of Metropolitan Houston, 

  Thank you for bringing this issue to our attention. Our finance manager has spoken with Mr. ******* who stated this vehicle is currently in the service department at another dealership being serviced under the extended warranty he purchased. We would be happy to trade Mr. ******* our of this vehicle once it's out of the service department.

  Respectfully,

  Johnnie *****

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a New Corvette from them on May 31st 2023. During the financing with Marcus, I told him i did not want the $1,000 warranty, but he forced it on me anyway, and I’ve been dealing with that issue for the last 2 months, it took many calls and texts to the sales rep to have him respond. Even after he supposedly cancelled it, still no refund after 2 months. Anytime I contact them about it, crickets. Been dodging it, so I am still out the $1000, they said it will be sent back to the loan, but my bank hasn’t gotten anything from them.

  

  Business response

  09/14/2023

  Dear BBB of Metropolitan Houston,

  Thank you for bringing this to our attention. We have refunded Mr. **** money and he cashed the check on September 1st.

  Respectfully,

  Johnnie *****

  Customer response

  09/21/2023

  I don’t think having them just pay me back is enough. I need people to know of their scams. If they just do this every time and hope certain customers won’t speak up. Then a lot more people will get scammed. They only fixed the issue because of this complaint. i need more people to see their bad business practices. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Friday, May 26 2023 I visited Lone Star Chevrolet (LSC) for an appraisal and to provide a deposit on a 2023 Chevrolet Colorado Trail Boss. On Tuesday, May 30 2023 I received a text message from LSC advising me that a Trail Boss had been received and was available. The salesman asked if I wanted to have my deposit applied to this vehicle and I responded affirmatively. The salesman then provided me with a picture of the Sold notice in the window of the Trail Boss (approx 10:22AM). I scheduled an appointment for 2:00PM to inspect and purchase the vehicle. At 12:45PM, I received a text message informing me that the vehicle had been sold to another party. I had a deposit applied to this vehicle and LSC proceeded to sell the vehicle to another party. The salesman had confirmed availability prior to offering the vehicle to me. This is BAD BUSINESS on behalf of LSC. As consolation, I was told that additional vehicles would be available soon. Will they have the same options, same financing rates, same colors? LSC operated in bad faith. I reached out to General Manager Johnnie ***** via email at 1:13PM and have not heard back. I asked the salesman to escalate and have not heard back. This is not acceptable business practice. A deposit represents an agreement and can not be callously discarded by LSC.

  

  Business response

  06/17/2023

  Dear BBB of Metropolitan Houston,

  David ***********, new car manager, has spoken with Mr. Jason ***** and apologized for the confusion. He also let Mr. ***** know when his original Colorado would arrive. 

  Sincerely,

  Johnnie *****

  Customer response

  07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   The issue is closed, though it was not resolved.  They sold the vehicle making true resolution impossible.  I did receive a call on or about 6/01/2023 offering an empty apology and claims of miscommunication/misunderstanding.  No efforts were made to reconcile and no reparations were offered.  This matter was not filed with any courts.  I will not return to this business.
  
  Thank you for your follow up.
  
  Jason *****
  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible customer service when servicing my vehicle for a diagnostic check.. lack of communication from the employees towards the customer. My truck has been there for over 7 days and they still don’t know what’s wrong with the vehicle. Yet I haven’t heard anything from them to just update me. I keep calling my service advisor and it always goes to voicemail. I was left without a any means of transportation and wasn’t even offered a courtesy vehicle

  

  Business response

  04/12/2023

  Dear BBB Resolution Team,
  
  Thank you for bringing this to my attention BBB CASE #******** – Lone Star Chevrolet – Abel *********.
  
  We apologize for the lack of communication and updates on our part. We found a disconnected wire connector inside of a harness and a loose wire in another area. We apologize for delay and we have test driven your vehicle, and we feel like we have completed the concerns you that you had.
  
  Respectfully,
  
  Johnnie *****

• Initial Complaint

  11/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/18/2022 I called the service department and ask Mike for an appointment to get the cost to repair a slight oil leak. I brought my 2013 Suburban in at the appointed time and was told that I would get a call later that afternoon as to how much the cost would be to repair my car. I received a text stating that oil was leaking from my oil filter, Transmission and oil cooler lines are leaking & driver side valve cover was leaking. It also stated that the sway bar end link bushings are split/torn. The total cost of repairs with fees and taxes would be about $2100.00. When I called Mike to tell him I had to think about it wbut would call him back that afternoon I was told about the $150.00 fee for the assessment for repairs. Up until this time nothing had been mentioned and no documents had been signed indicating any fees for for accessing the cost of repairs to my car. Upon deciding not to follow through with the repairs and picking up my car again I was told about the approximate $150 fee. I was never told about or signed any documents concerning the said fee before the assessment took place. I was told that it was a standard practice and I should have been aware of it. My wife (Judy) and I have bought two vehicles from Lone Star Chevrolet over the last 10 years and to my knowledge I have never had to pay a fee I was not aware of before the service was actually started. This diagnostic fee may be standard to those in the industry but it is poor business not to make sure the customer is aware of the fee before it is accessed. The manager, Justin ********* reduced the the fee to $79.14.

  

  Business response

  11/29/2022

  Dear BBB of Metropolitan Houston,

  Thank you for bringing this to our attention. We will be happy to refund Mr. Brenner the $79.14 for balance he paid for the diagnostic fee.

  Respectfully,

  Johnnie *****

  Customer response

  11/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  02/14/2022 PURCHASED A BRAND NEW CHVY TRAVERSE FROM HERE, ON THE WINDOW STICKER IT SHOWS IT WAS SOILD WITH HETQAE SEATS, HEATED STERRING WHEELAND THE BACK UP SENSOR( TO BE RETROFITTED) TODAY IS 10/10/2022 AND STIL DO NOT HAVE I PAID FOR. CALLED THIS DEALER SEVERAL TIMES AND JUST GET THE RUN AROUND. THE GM JOHNNIE ***** NEVER CALLS BACK, HE ALWAYS PASSES THE CALL TO ONE OF HIS EMPLOYEES. THE SALEMAN ROBERT ***** DOES NOT CALL BACK OR REPLY TO EMIALES EOTHER. THEY GOT MY $46,000 FOR THE NOW ARE NOT GIVINING ME WHAT I WAS CAHRGED FOR OR PAID FOR. THIS DEALERSHIP IS A SHAM/RIP OFF. ALSO THIS IS A BRAND NEW CAR AND THE PAINT IS CHIPPING/PEEKING IN SEVERAL SPOTS ON THE VEHCILE. THEY DO NOT CARE AT LL ABOUT TME AS A CONSUMER., THEY GOT PAID AND NOW FEND FOR YOURSELF, THYE NEVER PLAN ON GIVING E WHAT WAS SOLD TO ME ON MY VEHICLES WINDOW STICKER.

  

  Business response

  10/26/2022

  Dear BBB of Metropolitan Houston,

  Thank you for bringing this to our attention. While Lone Star Chevrolet takes all customer complaints seriously, unfortunately, this issue was/is a global issue. There was a chip shortage that affected all manufacturer's and we are waiting for those chips to be available. We would be happy to contact General Motors on behalf of Ms. ********.

  Respectfully,

  Johnnie *****

   

  Customer response

  10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards, I WANT WHAT I PAID FOR AND WAS TOLD WOULD TAKE A FEW MONTHS TO GET. IT HAS BEEN ALMOST 9 MONTHS. IT IS GETTING COLD AND I WANT MY HEATED SEATS. ALSO THE VEHICLE HAD PAINT DAMAGE AND WAS TOLD THEY WOULD FIX IT AND GET TOUCH UP PAINT FOR ME, BUT BECAYSE I GAVE ROBERT ***** A ZETO ON THE SURVEY HE SAID HE WAS NOT GETTING THE PAINT FOR ME. I HAVE HIS TEXT MESSAGE SAYING THAT. IF YHEY CAN'T GIVE ME WHAT I PAID FOR THEN GIVE A 2023 THAT HAS THE STUFF IN IT THAT MINE IS MISSING BUT I PAID FOR  .
  
  
   
  

  

  Business response

  11/16/2022

  Dear BBB of Metropolitan Houston,

  As previously stated, this was an issue that has affected all manufacturers. Unfortunately, at the dealership level, we do not have control of the issuance of the chips but Chevrolet is working diligently to get the chips to the customers. We would be happy to provide Renee with touchup paint.

  Respectfully,

  Johnnie *****

   

  Customer response

  11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  I want what I paid for and then today was told by the GM rep  that missing things will only be retrofitted when available as long as the vehicle is still under the bumper to bumper warranty if it is not under the warranty they will charge to install the things that were missing that I paid for when i bought the vehicle and they were listed on the window sticker. The dealer/sales person did not disclose this at the time of sale. They have been so dishonest and misleading to the consumer. They were suppose get the touch up paint 9 months ago when ROBERT ***** REFUSED TO GET IT BECAUSE HE DID NOT LIKE SCORE I GAVE HIM ON THE SURVERY, AND I HAVE HIS TEXT TO PROVE THAT IS WHY HE DID NOT GET THE PAINT. That is retaliation and so unprofessional and illegal. 
  
   
  

  

  Business response

  11/29/2022

  Dear BBB of Metropolitan Houston,

  As promised, we reached out to General Motors on behalf on Renee ******** and were assured that the chips, once available, will be installed at no charge to the customer regardless of manufacturer warranty status. Due to COVID, there was a chip shortage that affected all manufacturers and General Motors is working diligently to get those missing chips to all customers. This was disclosed at the time of sale and while we apologize for any inconvenience, General Motors will contact all customers affected to have the chips installed when available. As for the touch up paint, we will be happy to provide Renee with the touch up paint free of cost.

  Respectfully,

  Johnnie *****

  Customer response

  11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  I was told at time of sale it would take about 3-6 months, we are now going on 9 months. Also. ROBERT *****, text message to where he told me he will not the touch up paint for me because I gave him  a bad survey, is so bad on the business and the company he works for. I would like to be traded out of this vehicle and into one that has everything it is suppose to have at no additional cost to me. 
  
   
  

  

  Business response

  12/06/2022

  Dear BBB of Metropolitan Houston,

  In regards to customer, Renee ******** and her complaint, the day after purchasing her new Traverse, she contacted the dealership wanting to cancel warranties she purchased because the payment was out of her budget. She was also asking for rebates that were not applicable to the Traverse she purchased. We not only agreed to recontract her but also offered to unwind the deal and give her back her trade. When she came in an hour before closing, and we had her trade pulled in front of the new car building where she parked the new Traverse beside her trade. She was informed again that she could resign the contract without the warranties she had purchased or take her trade back. She also was not happy with how the vehicle was detailed so we offered to have it recleaned at her convenience. She and her husband came back at a later date and we cleaned the vehicle for them, inside and out. Her husband was happy with the vehicle. Renee asked for touch up paint and our parts department was closed but we offered to get it for her. Renee asked about the missing chips at that point and we reminded her that there was a chip retrofit. She was told about this when she purchased the Traverse, when she re-signed the contract and when she came back to have the vehicle recleaned. The chip retrofit is a nationwide issue that has affected all manufacturers. We have reached out to our General Motors rep and have been reassured the GM is working diligently to get all affected customers their chips. We will be happy to mail Renee the touch-up paint to the address on her contract and as the chip retrofit is the only issue pending, and is a manufacturer issue that will be resolved once the chips are available from the manufacturer, we consider this complaint closed.

  Respectfully,

  Johnnie *****

  Customer response

  12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve ]
  
  Regards,
  Mr.***** is very rude, just like his sales staff. He only offered to  unwind the deal because they know they did me wrong. And as far as my husband, sorry mr.***** I am not married, his opion on what was clean and what was not , was not for him to say, my name is on the loan not his and no the car still was not cleaned to my satisfaction the 2nd time either.  You have told me several times you would send the touch up paint and here 10 months later nothing.  I want to trade out of this vehicle for one with everything.  What your salesman saying in text message he didn't get me the paint because I gave him a bad score, very poor customer relations.  
  
   
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 08/18/2022 I had my 2018 Chevrolet Traverse Serviced for Stability Track light on and. I was told that my battery and alternator were bad i requested a copy of the batter and alternator test and the advisor **** ********* could not provide it to me he stated that i should trust them and he was not going to call the technician because he was gone. He also said that they throw them away. I asked for my battery back and took it to another place to get it checked and there is nothing wrong with it. I tried to talk to the main manager and after explaining my issue and the inconvenience it has caused me he told me if i was not happy he will get my keys and i could go somewhere else. I was charged for services my SUV did not need.

  

  Business response

  10/24/2022

  Dear BBB of Metropolitan Houston,

   

  Thank you for bringing this complaint to our attention. Lone Star Chevrolet takes all complaints seriously. While we understand *** ********* frustration on the way he feels he was treated at Lone Star Chevrolet, we do not feel like we misrepresented our workmanship or the service done to this vehicle. However, as a gesture of goodwill, we will reimburse *** ******* for the battery for $278.55. Please let us know if this is acceptable for *** *******.

   

  Sincerely,

  Johnnie *****

   

   

  Customer response

  10/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

  Customer response

  11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I have received nothing from anyone regarding payment.

  
  
  Regards,
  
  
   

  
  

  

  Business response

  11/29/2022

  Dear BBB of Metropolitan Houston,

  We apologize for the delay in getting Mr. ******* his refund. We will get it ready this week and notify him when it is ready to be picked up at the dealership.

  Respectfully,

  Johnnie *****

  Customer response

  12/16/2022

  I still have not received payment for this claim. The business still have not contacted me.

  
  
  
   
  

  

  Business response

  12/20/2022

  Dear BBB of Metropolitan Houston,

  We apologize for the delay. Mr. ********* check will be ready by this afternoon and we will call him when it is available for pickup.

  Respectfully,

  Johnnie *****

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  LONES STAR CHEVROLET DID NOT DIAGNOSE THE PROBLEM TO MY VEHICLE IN WHICH THE BRAKES WOULD LOCK UP. FIRST THEY CLAIMED REPLACING THE BRAKE FLUID, ABS MODULE AND VALVE. WE THOUGHT THEY HAD DIAGNOSED THE PROBLEM AND PROCEEDED TO GET THE PARTS, WAITED FOR REPAIRS. UPON GETTING THE VEHICLE WE WERE HAPPY THINKING THE ISSUE WAS RESOLVED AND WRONG THE VERY NEXT DAY THE BRAKES STARTED LOCKING UP ON THEIR OWN. WE TOWED IT BACK. THEY SUGGESTED TO DO A LOT OF OTHER DIFFERENT THINGS SUCH AS REPLACING THE BRAKE LINES AND MASTER CYLINDER, COULDN'T GUARANTEE FIXING, SO NO SOLUTION. I WILL NEVER GO BACK. THEY DON'T PROVIDE SERVICE. I PAID THEM OVER 1,000 IN "REPAIRS" THAT WEREN'T NECESSARY AND OFFERED CHARGING US 1000 MORE WITH NO GUARANTEE IN FIXING THE PROBLEM. I SPENT A LOT OF MONEY GETTING THE VEHICLE TOWED SEVERAL TIMES AND THE PARTS THEY CLAIM IT "REQUIRED" FOR REPAIR. ONE OF THOSE PARTS, ABS MODULE, WERE NEVER GIVEN BACK OR EVER CHANGED OUT. I ASKED IF THEY COULD REFUND US FOR ALL OR PART OF THE LABOR AND THEY OPTED NOT TO. I HAD TO TAKE MY VEHICLE ELSEWHERE TO GET SERVICED AND WAS FINALLY REPAIRED WITH ANOTHER COMPANY. I DON'T RECOMMEND THIS PLACE FOR SERVICE AT ALL. DON'T WASTE YOUR TIME AND MONEY. YOU CAN'T COUNT ON THEM FOR ANY COMPLEX ISSUES.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had some service done on my front differential and the repair is leaking again, I've been trying since September to get the warranty work completed but no one seems to want to help

  

  Business response

  12/17/2021

  Dear BBB of Metropolitan Houston,

   

  Our Service Manager, Justin **********, has spoken with Mr. ***** and told him we will fix the issue he is having with his vehicle.

   

  Thank you,

  Johnnie *****

*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. ↩