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:07/16/2025

  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 vehicle in for service engine light. I was told that it was a lifter and rear brakes only. Lifter was under warranty I paid a little over $409 for rear brakes. I got my truck back the brakes were squeaking when braking. Took truck back because brakes were squeaking and engine light was back on 4 days after I received it. Took it back to the dealership I was told that brakes front and back had to be replaced that was over $1,400 dollars. When I received my truck back I noticed about a 5 scratch on the hood of my truck that wasnt there. I told the manager about this he said he would look at the camera and get back with me. He never did and the brakes were still squeaking. I took my truck back again and I spoke with the manager about the scratch. Manager said he would need to setup an appointment with the dent and scratch guy and he has never gotten back with me. My brakes are still squeaking and the service light is still on. I took my truck back again on 7/15 no one has contacted me about my truck repair or about the scratch. If it cant be fixed refund me and I will take it to another Chevrolet dealership for repair.

  Business Response

  Date: 07/22/2025

  Hi ************ I am sorry to hear about the frustrations regarding your brakes and your hood. Our service manager *** ****** will be reaching out to you to discuss a gameplan and what we can do to clear some of these issues up. Thanks, ****

• Initial Complaint

  Date:03/14/2025

  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.

  I had my car towed to Terry Cullen Southlake Chevrolet on March 4th for service scheduled on March 5th. The issue I faced was my car slowed and then stalled out with ************ is Reduced and Service StabiliTrak and Check Engine lights. I was advised March 6th that the issue was only that the computer on my car was not "trained" properly causing it to give false errors. I couldn't get to the business that night, so I went to collect my vehicle on the morning of March 7th. I paid $175 for the diagnostic and left in my car. Not 10 to 12 miles down the road, right after leaving the business, my car slowed and stalled out again with THE SAME ERROR CODES. It is a miracle that this did not happen on a busier road where I or others could have been seriously injured. Additionally, I lost the day to securing a tow truck and getting another rental for use (since they did not provide a loaner). The consequence also included having to reschedule a job interview with 45min of it occurring and missing the rest of my workday. On top of that, after having it towed in Friday afternoon, I did not get another update until I reached out on Monday March 10th. After that colossal failure of service, they should been on top of communication about that status of my vehicle. Now the service manager did cover the cost of the tow and gave a 10% discount on repair, but that is not enough for what I experienced. In lieu of having a loaner, I should have been reimbursed for the car rental.

  Business Response

  Date: 03/19/2025

  Hi *************** first off, let me apologize for the frustrations you are experiencing with your vehicle. My heart always goes out to a customer any time a they have multiple visits with us because I understand how much of a burden it can cause. In your case, you brought your vehicle in on March 5th and **************' diagnostic chart led technician to recalibrate your throttle body and your computer system. That is the first step required by ** with the codes your vehicle was presenting. Often times, once recalibrated, the vehicle requires no further repairs. To test if the calibration fixed the vehicle, our technician test drove your vehicle to make sure it operated to GM specification. Additionally, the goal here is to try to avoid having to replace the throttle body, strictly in order to save you money! Ideally, if the recalibration fixes the issue, you are on your way for $175 and the vehicle performs as designed. Unfortunately, in your case, your vehicle went back into reduced engine power again, and now the next and only step, is to replace the throttle body. In a perfect world, when our technician test drove your vehicle, it would have immediately shown signs of failure and we would have told you right then, that a new throttle body was needed, and we would have quoted it for you and replaced it. Sadly, yours took a few computer cycles for the problem to re-present itself. That is exactly why we covered your tow bill back to us and gave you a 10% discount. Again, I am so sorry that this happened and if there is anything else we can help you with in the future, please do not hesitate to reach out to us. Thanks

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23068646
  
  I am rejecting this response because: Ive stated what would make it right and they have not agreed. Lets not normalize having a car breakdown immediately after receiving back from diagnostic/repair.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 03/27/2025

  (null)

• Initial Complaint

  Date:09/27/2024

  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.

  We took our truck to Terry Cullen Chevrolet at Southlake in ******, **. The check engine light was on and the truck was skipping. They took the truck in on 7/30/24 and ******* ***** the technician was more concerned about a warranty than diagnosing the issue. I felt it was racially motivated becasue I felt like he thought we could not pay. The truck has a warranty and extended warranty 2021 ***** Silverado 1500. The truck was released on 9/16. The truck has the same problem and the check engine light is still on. Truck was returned on 9/17 and released on 9/26. Check engine light is on and truck same thing. I called *** the manager who lied and said he would personally test drive in when we brought it back on 9/16 by he did not even acknowledge my husband. ******* appers to be incompetent in resolving the issue but he did file the claim and get paid for a job that he had not done. the claim was for $1300.00 and now we have to take it to another dealership to ge the issue resolved. A formal complant was filed with Corporate-**** who advised me to take it somewhere else.

  Business Response

  Date: 10/01/2024

  Hi Althoria - I am sorry that you are still experiencing issues with your Silverado. You brought it in on 7/30 and we had to order a transmission fluid pump assembly which was on national back order. Thankfully, in your situation due to the severity of the backorder, ** was able to provide you with  a rental vehicle. Once the parts came in, we installed them and test drove your vehicle and it was operating as designed. Unfortunately, sometimes when we fix one issue, it was only masking another issue, and we have to continue down the trouble tree. For example, in your case, 200 miles later, you were experiencing jerking when taking off and when sometimes coming to a stop. We looked at the vehicle again and the vehicle was presenting a P171D code which had never presented before. That required a new transmission accumulator, which we then replaced. Again, we test drove the vehicle and it was operating as designed. Now, you are experiencing more issues with the transmission, and as we have not seen the vehicle again, we cannot comment on what codes are present. Your vehicle is under manufacturer powertrain warranty, ** will only pay to fix what codes are currently being presented with the vehicle, and we would never release a vehicle with a transmission concern, if codes were still present or without test driving it. All in all, I know this is a very frustrating experience for you. Frankly, it is just as frustrating for us, as we want to get you back on the road and we want happy, satisfied customers. Please feel free to reach out to us with any questions or concerns you may have regarding your future repairs. Thanks

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22349243
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** & ******** *******

  Business Response

  Date: 10/01/2024

  Rejection is blank

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22349243
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** & ******** *******

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2, 2024, I brought my 2017 Chevrolet Trax to the dealership for service the engine light was on, I picked up the vehicle on August 13, and 5 miles later my car stop accelerating leaving me stranded on interstate 75 after paying *******, I was told I need to pay ****** for and ignition coil they resolve that issue, engine light came back on brought it back in and told it would cost about 2000 plus dollars for an turbo replacement. The reason I brought it to Terry Cullen they the maker and service provider of that brand. I believe I have been taken advantage of.

  Business Response

  Date: 08/21/2024

  Hi ************************  
  
  I am sorry that you are experiencing all of these issues with your vehicle. You brought your vehicle to us on 8/2 and it presented a p0420 code, which is a code related to catalytic converters. Our technician diagnosed the vehicle and determined that you had aftermarket, non OEM catalytic converters on your vehicle, and that the vehicle was not producing the correct amount of "flow". Unfortunately, converters and converter related issues, are a very expensive fix. We were able to fix this issue and test drive the vehicle and it was operating normally. I am so sorry that you got stranded on I-75, however when we got the vehicle back in here, you had a faulty ignition coil, which caused the vehicle to stop accelerating and made the engine cut off, as there was no spark. This issue was unrelated to the catalytic converter problem that you had, however in good faith, we took care of this for you for free. We drove it for 72 miles and the vehicle was operating as designed. Now, your vehicle is presenting an entirely different code that was never present before, a p0299 code, which is related to your turbo. Unfortunately,we can only fix what codes are being presented, and in many cases, one problem (your catalytic converters) masks another problem (your turbo). The worst part about this is that we would never know there was a turbo issue without that p0299 code and especially without first fixing the catalytic converter issue. I am so very sorry that you feel taken advantage of because that is definitely against our core values and how we do business, this is a tough situation that you are dealing with. If there is anything we can do to help you through these issues,please do not hesitate to reach out.
  
  Thanks,
  **** Cullen

• Initial Complaint

  Date:02/06/2024

  Type:Customer Service 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.

  Complaint, I agree to let you guys to put an engine in my truck . I been having problems with you guys work, I will never tell anyone to take there vehicle to your business

  Business Response

  Date: 02/13/2024

  Hi ****************** - I am sorry that you are experiencing issues. Our service manager, ******************* is going to be reaching out to you to discuss. Thanks, **** Cullen

• Initial Complaint

  Date:09/19/2023

  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.

  Refuses to fix my warranty repair. My check engine light comes on and off so I made an appointment for this location for the upcoming Tuesday. However, the Sunday before my appointment was changed WITHOUT my consent or knowledge. When I expressed this to the representative of course they denied it. This is a tactic that is being used so they warranty expires.

  Business Response

  Date: 09/26/2023

  Hi ********************** - I am sorry to hear that you think we are the worst dealership in the world, especially after you and I spoke. Your vehicle comes with two warranties, bumper to bumper which is good for 36k miles / 3yrs (whichever comes first) and a power train warranty good for 60k miles or 5 year s, whichever comes first. When you and I talked on the phone, you initially booked an oil change appointment for 230pm and demanded that we diagnose your vehicle. Once you and I were able to connect, and I was able to clarify to you that we only do diagnostic appointments in the morning, and as you were concerned about your warranty expiring, I went out of my way to get you seen immediately the next day. You have 54k miles on your vehicle so your warranty is still valid, and we did not turn you away based on your mileage, we tried to reschedule your for a morning diagnostic appointment, so to say that we rescheduled you so that you would not be covered under warranty is completely false. Once we diagnosed your vehicle for an intermittent check engine light, it was found that you have two issues: one that is covered under powertrain warranty that GM will pay to fix (mass airflow sensor), and one that is not that the customer would be required to fix (*** o****** tube clogged due to excessive carbon build up). Unfortunately, as the *** o****** clog is not covered under warranty and can happen from lack of maintenance, there is a charge to fix that, which is 5 hours of labor plus parts. Thanks, **** Cullen

• Initial Complaint

  Date:07/19/2023

  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.

  Several years ago, we purchased a vehicle from Terry Cullen, along with a warranty for ******* miles. We have recently been advised by the company that issued the warranty that the coverage was not for ******* miles. it was actually for up to ******* miles. *** vehicle had approximately ****** miles when we purchased it. We were advised that the coverage was for ******* miles, expiring at approximately 1****** miles.We were not provided any documentation from Terry Cullen when we purchased the warranty. It was verbal. We did not receive a copy of the warranty until recently, when we were advised our coverage had expired.We want Terry Cullen to reimburse us the $3,500 we paid for the warranty which was expressly for coverage for ******* miles. ** reasonable person would have agreed to an arrangement for up to ******* miles on vehicle that already had ****** miles at purchase at a cost of $3,500. I certainly did not.Thank you.

  Business Response

  Date: 07/26/2023

  Hi ****************** - I am sorry that you are feeling frustrated regarding the expiration and limitations of your warranty.You purchased a 2015 Chevrolet Equinox in January of 2020 with about ****** miles on it. Your vehicle comes with a standard manufacturer warranty of 3 year - ****** mile bumper to bumper, and a 5 year - ******* mile warranty for powertrain only. As your vehicle was a 2015, and only covered for powertrain until June of 2020, you purchased a warranty that covered you for the next ****** miles, up to ******* miles, that covers you for much more. For example,you brought your vehicle to us in January of 2022 for a radio issue, and instead of paying the entire $1,111.83 bill, you were only charged $401. If you did not have your extended warranty that covered you for issues like your radio, you would have had to pay the entire bill. The overall goal is that the vehicle performs perfectly over its life and the warranty is not needed, but unfortunately that is not the case and it is great to have extra protection.Lastly, if the warranty was to cover up to 1****** miles, there would have been a significant, significant increase in cost, and in fact is so costly, that it is not offered. Again, I apologize for any misunderstanding. Thanks, **** Cullen

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20343473
  
  I am rejecting this response because, while it is quite wordy, it does in any way address the issue at hand - misrepresentation.

  The issue is that the company misrepresented the extended warranty (hereafter 'warranty') that my husband and I purchased.  *********** represented that the warranty we agreed to purchase was for ******* miles of coverage.  When we received notice that the warranty had expired, we were advised by the actual warranty company that the coverage was, in fact, for only ****** miles.

  ***********'s response advises as to how warranties apply, etc.  That is not in the least bit helpful.  The issue remains that the company did a bait and switch.  They represented that we were purchasing ******* miles of coverage.  *********** did not provide us with any documentation for the warranty purchase at the time of purchase.  *********** cannot now provide any documentation, signed, indicating that we agreed to such a purchase.  We were not aware of the misrepresentation until the warranty company advised us the coverage had expired after we used only ****** miles, not *******.

  There was no misunderstanding as to what we were purchasing at the time of purchase.  We are reasonable people, and we would NEVER agree to purchase ****** miles of coverage at a price of $3,500.  Much like the company's response to our original complaint, that makes no sense.  We agreed to purchase ******* miles of coverage. 

  We demand that the company either provide us with the additional ****** miles of coverage, or return our monies.  We will not accept any thing less.  

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

  Business Response

  Date: 08/01/2023

  Hi ****************** - I am glad we were able to work this out. Thanks again for your business. Drew ********************

  Customer Answer

  Date: 08/02/2023

   
  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:06/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Suspicious maintenance repairs, vehicle brought in initially for censor issue. Vehicle released 1wk later engine light on. Reported issue, returned vehicle due dead battery replaced battery discovered ignition issue paid for repaired that. Vehicle drove Hm few later dead battery towed back cable issue. Released vehicle for pick up 6/12. Retrieved vehicle 6/29 drove across the street to get gas. Car never started Manager came to jump start. I returned the vehicle immediately 6/30 its the alternator. Terry Cullen has performed several diagnostic testing allegedly, never completely resolving issues. Incurring multiple costly repairs when engine lights should have been noted upon first testing. Never documented or mentioned. Place is a scam this is FACTUAL.

  Business Response

  Date: 07/05/2023

  Hi ****************** - first and foremost let me apologize for all of the frustrations you are experiencing. Many times when we fix one issue, it can expose another issue the vehicle may be having as well. In your case, although you were here multiple times, your issues are unrelated. Your vehicle was brought to us initially with about 95k miles on it in March of 2022 in which we had to replace the batter sensory module, the *** sensor, and rocker arm solenoid. Then, two months later in May of 2022 with 101k miles, your vehicle had an oxygen sensor and an auxiliary battery issue that we did not end up fixing per your request. Then, in November of 2022 your vehicle was towed in to us and we had to install a new battery, a starter motor, and a new key cylinder. Now, in June of 2023 your vehicle's engine light is on due to a battery module being out of range which is different than an actual battery. Unfortunately, these issues are not related. Had your same issue persisted back, to back, to back, to back, we would have a much larger problem, but that is not the case in your situation. However, in an abundance of good faith, we have agreed to cover all of the labor charges related to the repair and only charge you for the parts. If there is anything else that we can help you with, please do not hesitate to reach out to us. Thanks, **** Cullen

  Customer Answer

  Date: 07/06/2023

   
  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:06/12/2023

  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.

  Replace the lost floor mats that are missing from my car. I test drove the car and two days later when I picked the car up the mats are missing. They should find or replace them

  Business Response

  Date: 06/13/2023

  Hi ************** - I am sorry that you had a negative experience with us. Our sales person has reached out to you multiple times, including today after seeing this review, to offer mats to you at our cost. Please give him a call back at your earliest convenience. Thanks, **** Cullen

• Initial Complaint

  Date:02/01/2023

  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.

  I dropped my car off to be serviced over a week ago, I was told that the parts would take 4-5 business days to come in, so in the meantime I went to rent a car while mine was being repaired. The part took 7 days to come in, which was longer than they said, but that wasnt even a serious problem, the serious problem is that the same day my parts come in the technician that was working on my car quit, and now the service department is telling me that it may take 2-3 weeks for them to finish my car! This is horrible business!!!At this point Im putting myself in a hole by keeping the rental car but I dont have any other means of transportation to get to work!

  Business Response

  Date: 02/07/2023

  Hi ************** - I am sorry for the delays and for the frustrations, that is definitely not out intention. Unfortunately electrical issues are very tough and time consuming to diagnose, and they take a lot of man hours to figure out. Additionally, any time there are any aftermarket items added to the vehicle, it creates an even trickier situation. I am sorry that it took us so long to get your vehicle back to you and I was happy to issue you a discount for your inconvenience. Thanks, **** Cullen