Terry Cullen Southlake Chevrolet

Terry Cullen Southlake Chevrolet responded

Hi Ms. Anderson - there is a lot to unpack here but let me start of by saying two very important things: 1. I am very sorry for the frustration you are feeling and 2. Thank you for your loyalty as a customer. In June of 2022 you brought your 2011 Camaro with 146,845 miles to us for a tune up which i ncluded replacement of the spark plugs at your request. We performed our services, including replacement of your plugs, and returned your vehicle to you in working condition. Three months later, your check engine light came on due to an issue that is somewhat related to your spark plugs, but is unfortunately not related to the work we performed. Your check engine light came on because one of your coil packs had gone bad. A coil pack is what feeds electricity to your spark plug. When we performed the tune up in June, your coil packs were tested and passed GM specification. Had they been bad, we would have notified you at the time but more importantly, your engine light would have been on had they been bad. As this was not the case, and the coil packs were performing as designed, and your vehicle was working as designed, there were no red flags to be raised. When you brought your vehicle to us in September, we diagnosed the issue as a bad coil pack which was causing the check engine light to come on and needed to be fixed. As this was somewhat related to spark plugs, and you believed this coil pack going bad was due to the work we performed, and not the fact your vehicle has over 145,000 miles on it, we sat in my office and came up with a game plan. As you are a loyal customer, we gave you a 33% discount to replace the coil pack and put you into a loaner vehicle which given the inventory shortage is a rare occurrence, but being empathetic to your situation, we believed was best to do. We also made sure to clearly explain to you, multiple times, that when one coil pack goes bad it is a very good indicator the others would soon foul out due to the age and mileage of the vehicle, and you said you understood. Our service manager and myself also explained that as you continue to creep up in mileage, other parts may soon start to fail, and you again said you understood. We performed the coil pack repair and returned your vehicle to you. When you picked up your vehicle, you complained of symptoms that you felt your vehicle was going to shut off. We got the vehicle back into the shop and had our shop foreman, our service manager, and myself all drive the vehicle without noticing it about to cut off. To be safe, our service manager drove the vehicle for a week straight to see if we could duplicate these described symptoms, but he could not replicate them and did not feel that the vehicle was going to cutoff at any point during his test driving. He did notice some very early issues that may lead to bigger problems later, such as a small shudder in your transmission, a potential wheel balancing issue, and a signal issue with your engine control module. We quoted you for the ECM, about $1,000, as that was the most pressing issue in which you declined the work. This communication issue with the signal will continue to get worse so we wanted to be upfront and transparent with you about these issues that could later lead to bigger problems. So, all in all, I am sorry that your vehicle is experiencing these issues and I’m even more sorry to see a loyal customer so upset. I followed up with you about a week ago and we had a good conversation to touch base, and as I said then, if there is anything we can help you with in the future, you’ve got my number, please do not hesitate to reach out to me. Thanks, Drew Cullen

Terry Cullen Southlake Chevrolet responded

We appreciate your positive review about your recent experience with us! If you have any further questions, please give us a call. We're always happy to help!

Terry Cullen Southlake Chevrolet responded

Hi, our staff is committed to providing each of our clients with the best automotive experience! If you have any further questions, please give us a call. We're always happy to help!

Terry Cullen Southlake Chevrolet responded

Hi Mr. Eubanks - thank you for giving us the opportunity to sell you a vehicle. You visited our dealership a total of 3 times trying to get this deal done and we take pride in being transparent with our customers. This vehicle was a manufacturer buy back but it was not a Lemon and does not have a branded title. I am sorry that you felt deceived, however each time you were in our store we explained everything about the vehicle and provided you documentation, that you also signed, clearly stating this vehicle was reacquired by General Motors under their manufacturer buy back program. Along with all of the disclosures, we also reduced our price to meet your expectations so I am sorry to hear that you are not completely satisfied. Thanks, Drew

rteub1965 responded

I know what y’all did and y’all know what you did. This is by no means my first car purchase in my 57 year life yet it was the one I felt the most ripped off. I personally will never do business with y’all and I will let everyone that will listen to me know my opinion of y’all . I kept all my messages from our conversations on the deal and the add for the truck on your website.

Terry Cullen Southlake Chevrolet responded

Hi, it is great to hear everything was done quickly and to your satisfaction! Thanks again for the recommendation, and have an amazing day!

Terry Cullen Southlake Chevrolet responded

Hi, 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, we appreciate your honest review. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We'd like the opportunity to turn your experience around. Please reach out to our Service Manager, Lee Powell, at (770) 968-4444 at your earliest convenience to discuss how we can turn this experience into a positive one.

Terry Cullen Southlake Chevrolet responded

Hi there, we are very happy to have provided you with such a positive experience! If you have any further questions, please give us a call. We're always happy to help!

Terry Cullen Southlake Chevrolet responded

Hi, we are very happy to have provided you with such a positive experience! Thanks for the recommendation, and have an amazing day!

Terry Cullen Southlake Chevrolet responded

Hello, we are very happy to have provided you with such a positive experience! If you have any further questions, please give us a call. We're always happy to help! Take care!