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:04/21/2025

  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.

  ****** a certified pre owned vehicle from this dealership and they tacked on an extra 2000 dollars as a line item for maintenance on the vehicle. Drove the vehicle home and my rear tires dropped 15 psi by the time I got home, notified them about the issue and they said it wasnt their problem and it was something I did to cause the issue driving back home. Put the car on a **** and found my rear wheels had cracks in them which is the main reason Im slowly losing air pressure, now Im in the hole for 2 new wheels with the dealership completely ignoring the fact they sold me a car with two cracked wheels, to top it off they took over a month to send all my paperwork/documentation on the vehicle. Worst interaction Ive ever had with a dealership by far.

• Initial Complaint

  Date:04/01/2025

  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.

  On 3/15, I purchased a 2021 ****** Corolla Hybrid from Stonebriar Chevrolet. At the time of purchase, the vehicle needed a front collision sensor replacement and headlight maintenance. The dealership assured me the sensor would arrive the next day, but it didnt. Unaware of the delay, I scheduled a service appointment on 3/20 at 8 AM. After waiting for three hours, I was informed they didnt have the part and would need to return at a later date, with a promised loaner vehicle. My contract states the dealership must replace the sensor at no cost.Recently, my loan officer called to verify the repair, and I informed them it hadnt been done. Because of this, the bank is withholding funding for the dealership. On 3/31, I received calls and texts from **** *******, the used car manager, demanding that I either return the vehicle or lie to the loan officer, falsely stating the part had been replaced. He threatened to report the vehicle as stolen if I didnt comply. I have reported this to the police, as his actionscoercion and attempts to commit fraudmay constitute extortion.I also contacted General Sales Manager **** ********, who promised to follow up but never did. I have since filed a complaint with the *********. Montoyas threats are documented via text messages. I am seeking to involve General Manager ****** ******** but havent yet reached out.******* can be reached at ************, and ******** at ************.

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising 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.

  January 18, 2025 Vehicle purchased at Stonebriar Chevrolet in ******, ***** Paid $10,448.00 cash via debit/credit card for a 2015 ****** RAV4 deal# ****** Paperwork was completed on 01/18/25 to have the vehicle registered with the state of Texas and transfer the title into my name. Paperwork hasn't been submitted according to Collin County vehicle registration at 4 PM on 3/19/25. The state of Texas requires a dealer to submit the paperwork to the county vehicle registration office within 30 days. The salesman, ******** *********, no longer works at the dealership, so I have called the *** ****** ********, and the car director, *** *****, over the past 2 weeks and left messages and voicemails to help get clarification on why my paperwork hasn't been submitted on time and haven't received any callbacks from both ****** and ***. The vehicle is no longer drivable due to the 60-day temporary tag expiring on 3/19/25 I would like the dealership to return my calls and get my vehicle registered with the state of Texas and title transferred over so I can drive the vehicle I purchased from them.

• Initial Complaint

  Date:02/27/2025

  Type:Customer Service 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 purchased a truck in late December. The paper plates are expired and Stonebriar ***** cant tell when my plates will come in or why there is such a delay in receiving them. Also when i purchased the truck there were issues with the tailgate. I cant get them to fulfill their promise the fix the tailgate.

• 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.