Terry Cullen Southlake Chevrolet

Terry Cullen Southlake Chevrolet responded

Hi Steve/Gary - I am sorry that you had a negative experience with our staff. We take pride in employing people from all walks of life, regardless of the color of their skin or their ethnic background. Furthermore, most of our customers are people of color, so for you to accuse us of being racist, I think is unfair. You and another man came to our collision center last night and you were speaking on his behalf. Our receptionist tried to speak with the man you were representing, as it is vital for us to have acknowledgement and consent from the person that actually owns the vehicle, that they are okay with us performing work on their car. Apparently, there was a misunderstanding between the interaction of you three, and I would like to offer my deepest apologies. Our goal is to make every customer feel welcomed and appreciated, and for that I am sorry. If there are any other questions you may have or if we can help you in any other way, please do not hesitate to reach out to us. Thanks, Drew Cullen

Terry Cullen Southlake Chevrolet responded

Thanks for highlighting some of our staff who helped make this such a great experience! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Terry Cullen Southlake Chevrolet responded

We're happy you found our staff to be so supportive during your experience here at Terry Cullen Southlake Chevrolet INC. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Terry Cullen Southlake Chevrolet responded

Hi Curtis - I am sorry to hear that you did not like the Tahoe you purchased from us. We do our best to be transparent with every customer, so I am sorry that you are feeling mislead. We put all information available to us on our website, including two separate vehicle history reports (CarFax and AutoCheck), so you can make the best and most informed decision you possibly can. We also encourage all of our customers to take the vehicle to an independent mechanic so they can be extra sure with the purchase they are about to make. Without knowing all of the details, the $30k that you put down with us could have provided you equity in the vehicle that you ended up trading, which is why you had to put down $0 the second time. Overall, I am very sorry to hear that you did not like the vehicle you decided to purchase from us and if there is a way we can help you in the future please do not hesitate to reach out. Thanks, Drew Cullen

Terry Cullen Southlake Chevrolet responded

Hi Pastor Parris - I am sorry for the issues you are experiencing with both of your vehicles. I left you a voicemail yesterday so we can discuss this and try to find an amicable solution. The reason we require payment up front for tear downs is that the extended warranty will only approve a claim once they know exactly what is wrong with the vehicle, so that they can determine if what is wrong with the vehicle is covered under your policy. All policies are different, so if the warranty company determines that the issue is not covered under your policy, and they deny the claim, many times customers will abandon their vehicle and refuse to pay for the inspection work completed. Unfortunately, the diagnostic/tear down does come with a cost as we have to pay our technicians for the time it takes to complete the tear down. However, as you have been a loyal customer to us, please give me a call so we can try to find a solution. Thanks, Drew Cullen

Terry Cullen Southlake Chevrolet responded

Hi Mr. Eubanks - I am sorry for the delay and this is the first I am hearing about your situation. In order for us to process an extended warranty refund, we have to have your mileage, date of sale/trade, and proof of sale/trade. I have emailed you directly so we can gather the necessary information and I can look into expediting it. Additionally, your statement about selling manufacturer buybacks without disclosure is flat out, simply untrue. We take pride in being transparent with our customers and walking them through the necessary forms required to purchase a manufacturer buyback at the time of sale. Thanks, Drew Cullen

Terry Cullen Southlake Chevrolet responded

Walt, we're happy you found our staff to be so supportive during your experience here at Terry Cullen Southlake Chevrolet INC.. We are always more than happy to assist you if anything else comes up. Take care!

Terry Cullen Southlake Chevrolet responded

Hi Mr. Higel - 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, Drew Cullen

Jeffrey Higel responded

Not true! I see you called Tuesday, but until I gave you a negative review did you try to get a hold of me. I've been texting Noble for weeks about the whereabouts of the floor mats and was at my suggestion that if they are truly lost for good that maybe you could sell me a set at dealer cost. That was not suggest by your salesman or anyone at your dealership. I can provide the call log and text exchange if you would like to see it. Jeffrey Higel

Terry Cullen Southlake Chevrolet responded

Thank you for your kind review; we are happy to pass along your comments to the team here at Terry Cullen Southlake Chevrolet INC.! Please don't hesitate to reach out if there's anything additional we can do for you.

Terry Cullen Southlake Chevrolet responded

Our entire team works hard to work with your budget and get you the best deal. We're always here with the same great service whenever you need service or another vehicle!