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:06/30/2025

  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.

  Purchased a 2022 Silverado in November of 22. $65k. Within 6 months had the condensation in the headlights. Turned into holding water and was told they don't cover them. Went over the service bulletin with them and was told to run the headlights to help with evaporation. I've brought it up at every service I've taken it in for. Now the turn signals and DRL don't work and I've been quoted $4,300 to replace headlights. We spent 65K on a truck to end up in this situation. And we still have warranty. I just want it repaired.

  Business Response

  Date: 07/01/2025

  the vehicle history in our system shows that that the mileage is over 100K-i have reviewed a lot of the repair order looking for any mention of the issue -- have gone back to 50k miles on vehicle and still have not seen any-- please have the customer be more specific -- i will need scanned in copies of him showing the compliant to file to GM- once i have this i can move forward to try and get some help ,with the understanding of no guarantee. ...

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23540412
  
   the issue was brought up to, the advisor ******* (I think he's gone), **** and the gentlemen on the right when you walk in. I've brought it up multiple times when I bring it in for service, we use you exclusively for service. They have all given me the same response that headlights aren't covered under warranty as they are trim pieces. I do still have warranty until 125K miles. Please feel free to call me directly so we can possibly find a solution. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/08/2025

  customer is bringing vehicle into shop to be inspected-- we will submit to owners extended warranty to see if the items are covered. We have already reviewed customers history and cannot find any complaints in regard to water in headlights- we already have contacted ** and due to time and mileage they have decided that customer is 100% responsible for repair cost to fix issue. 

• Initial Complaint

  Date:12/16/2024

  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.

  On 11/11/24, I bought a truck that we found a paint defect on. They found a replacement with VIN ending ******. I said yes to THAT vehicle. Someone pulled a ************** The new truck had 536 miles, despite only being 224 miles away. The floor mats were very obviously worn, but I was willing to overlook that. While in signing, it was discovered that the truck VIN also was not the one I had agreed to. I did mention that in the presence of ***** and **** but it was shrugged off. Given it was a new vehicle and this process had already taken a week, I said its essentially the same truck since all the features were the same, and went ahead with the purchase. Two days after accepting the truck, I noticed a blue scribble on the rear passenger door. Mind you, I do not have small children or even own the type of writing utensil used for that ***** I did not notify the dealer, as I figured I could have it cleaned. The stain has not come out yet. Furthermore, I had not left the truck unattended in the 6 days following except for in my driveway under video surveillance. While it was parked in the sun on November 22, my suspicions about it being a return were confirmed. A glare from the rear bumper caught my attention. Upon further inspection, I noticed a dent at a sensor. Its quite nearly impossible to notice without the lighting being just right. At that moment, I remembered when I first put the truck in reverse at the dealership that the rear camera looked strange, but didnt know why. I figured it was normal as I had not had this truck before but you can actually see the dent on the rear camera! Since the truck was supposed to be new, I didnt expect to have to check it over with a fine tooth comb to find a DENT. Out of frustration, my husband and I went to the dealership on December 11, 2024 to cancel the warranties on both of our new trucks. I brought up all of my concerns to *****. He said he was going to look into it the next day. I still havent heard back.

  Business Response

  Date: 01/28/2025

  Good Afternoon, This message is in response to the complaint about the vehicle purchase. ****** ***** did purchase originally a Gray colored truck that had some issues with the bedside paint from the factory as a NEW vehicle. It was brought to our attention and we quickly handled this in a sufficient fashion we believe. The original truck was returned and we located a White Silverado for replacement that was sold at the same price even though the vehicle was equipped with 2k more in options. ****** was given multiple window stickers to look at and approve before we went and got this vehicle. Their was multiple vins we were trying to use as we were having to dealer trade for this vehicle and at that time it was unsure which one it would be. This was shared with her directly from sales manager. On delivery 11/16/24 ****** went over the new vehicle with the sales person on the Pad outside the sales managers office. ALL was checked out and fine at that time. Their was no mention of any damages to any panels, bumpers or even the floor mats as mentioned now. ****** did bring back a customer to purchase another vehicle and when asked how the truck was on 11/21/24 she said "its perfect" to the sales manager. I am surprised that was the statement with all the issues. She did point out a dent after all this and owning the truck for almost 1 week to the sales person and it was a dent in the lower bumper by the rear parking sensor. The camera function would not be affected by a dent in the bumper. The camera is located on the upper tailgate and no camera function is involved with the lower bumper. We believe that being ****** is in construction this is an issue that arose after the fact and being we took care of the original complaint more was being asked. We would be willing to fix in lieu of her removing all negative postings to the dealer as well as this complaint. Her reviews and surveys on multiple vehicles shouldn't be reflective of one purchase. Thank you 

  Customer Answer

  Date: 01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to repair is satisfactory to me. Upon satisfactory completion of the repair, I will remove all public complaints and reviews as agreed. I wish we could have come to this agreement on our own, but I very much appreciate Carroll Chevrolets willingness to make this right. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/21/2024

  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.

  See below.

  Business Response

  Date: 10/22/2024

  On 9/3/24 ***** ********* agreed to a deal including us adding the trailer hitch towing package to the 2021 Jeep Grand Cherokee. On all deals we include anything not delivered at time of sale on a "we owe" form. This is signed by customer and the Sales Manager.  We setup an appointment with U-Haul in *********** for Friday Sept 20th at 2pm. ***** contacted U-Haul directly to get installed and they informed him of some of the items needed not available and had to reschedule. He then was not happy dealing with them. We contacted Auto Hitch and Marine also known as Automotive one to get the Hitch and wiring handled for him. He dropped off vehicle to have us handle the transport to and from the installation site. On 9/23 this work was complete. We topped off customers Gas tank after he was upset about us driving it and asked for reimbursement. Almost one month to the date ***** contacted us again asking for additional wiring to be done to be specific for his travel trailer. This was not offered information or understood at all during the entire process with U-Haul or Auto hitch and marine. We then offered to handle the fees to get this installed but we wouldn't be responsible for transporting the vehicle to and from the installation site. We have handled all business between the dealership and ***** that was promised at time of sale. We went further than what was promised on the "we owe" and agreed to pay for additional wiring that was not included or agreed to. 

• Initial Complaint

  Date:09/15/2023

  Type:Billing 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 April 28th 2023 I visited a car dealership starling Chevrolet where I proceeded to purchase a vehicle 2023 truck after running my credit several times they didn't approve me for a loan they told me that I would need a cosigner so the next day on April 29th I brought in a cosigner with stronger credit and full time job and after running my credit again constantly with the cosigner they informed me that I still did not qualify for it alone.
  
  After this the same day I went to a new dealer and within 30 minutes I would approve for a long at the checking my credit to see how many times they had ran my credit and now trying to clean up my credit I find out that I was approved by one of the people that they ran my credit through on April 28th 2023 and Starling Chevrolet-Cadillac did not advise me that I was approved I do not feel this was fair and it has definitely harmed my credit bringing down my credit over 100 points
  I do not understand why they feel they had to run my credit over 15 times even though I had an approval from Santander Consumer USA
  Application number: *********
  date of inquiry: April 28th 2023
  application status: approved
  I think this was very malicious and has destroyed my credit at a time when I am trying to build a business making it very hard for me to establish business credit
  
  I would appreciate any and all help in this matter as I am at my wits end as to what to do next they did not have to destroy my credit they could have just gave me the loan that I was approved for
  ******** ******

  Business Response

  Date: 09/18/2023

  We appreciate this customer with giving us an opportunity to earn his business.  With the ever changing financial climate some banks have altered their qualifications and standards over the last year.  If a customer gets an approval for a loan from a bank that doesn't necessarily mean that the customer can fulfill their obligations with providing the information from the stipulations that the bank is requiring.  If the stipulations cannot be satisfied then the loan would not be funded and a contract secured between bank and customer.  We're in the business of selling cars and did everything we could to get this customer a loan on vehicle that he selected. 

  Business Response

  Date: 09/27/2023

  In response to the customers claim that he was unaware of an "approval or denial of his loan application", this statement is false.  After further research, the customer was aware of an approval but was not in agreement with the monthly payment that the bank provided.  The customer also wanted to try to finance and title in his his business name, even though it wasn't registered in Sunbiz.org.  The customer then came back with his spouse, who had better credit, the following day to try and get closer to the payment and be more in line with what the customer had planned.  Again, the customer was not satisfied with the monthly payment and decided to explore options at other dealers.   We have signed documents from the customer and spouse showing their current credit rating at the time of their visit.  There was also a Notice of ******* ****** mailed to them shortly after visiting the store with their credit rating.  As per the Notice of ******* ****** that was mailed to the customer on April 28, 2023, the customer would have a 60 day time limitation to request a written statement as to why the loan was not processed. We did not receive any verbal or written request from the customer during this time period. 

  Customer Answer

  Date: 09/28/2023

  I am writing to formally dispute an issue I encountered with
  Starling Chevrolet  regarding an auto
  loan approval process that occurred on April 28th, 2023. I believe that the
  response provided by Sterling Chevrolet in this matter makes no sense and I
  would like to present the facts of the situation for your consideration.
  
  On April 28th, 2023, I applied for an auto loan with
  Starling Chevrolet and was turned down for the loan. However, I was informed
  that having a cosigner might improve my loan chances. In light of this
  information, I returned to Sterling Chevrolet on April 29th, 2023, after witch
  they called me, with a cosigner to proceed with the loan application.
  
  To my surprise, when I returned with the cosigner, Starling
  Chevrolet informed me that they could not work out any deal with me, whether or
  not I had a cosigner. This discrepancy in their response left me puzzled and
  concerned about their handling of my loan application.
  
  I firmly believe that Starling Chevrolet actions were
  contradictory and left me in a state of uncertainty regarding the approval of
  my auto loan. This situation has caused me considerable frustration and
  inconvenience, and I do not believe they have acted in good faith or in
  accordance with industry standards.
  
  I kindly request that the Better Business Bureau investigate
  this matter and help me resolve this dispute. I am seeking clarification on the
  inconsistency in Sterling Chevrolet response to my loan application, as it has
  affected my ability to secure a loan for the purchase of a home.
  
  Please let me know if you require any additional information
  or documentation to assist in your investigation of this matter. I appreciate
  your prompt attention to this issue and your assistance in resolving it. Thank
  you for your time and consideration.
  
  Sincerely,
  
  ******** ******
  Complaint # ********

• Initial Complaint

  Date:05/18/2023

  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.

  Purchased a new Silverado 1500 on March 27. Two weeks after having the truck I noticed that it was leaking oil. Took the truck back to Starling on April 19. Advisor stated that there was a bulletin regarding the leak and they were going to have to order parts but to continue to drive the truck. On May 8. I brought the truck in again as I was told the parts had arrived After two days sitting in the shop, I receive a phone call from the advisor stating the truck was ready. I picked up the truck and upon returning home, noticed that it was still leaking oil but worse than it was before I again called the Service Advisor Kyle, and told him it was still leaking and immediately brought it back to the dealership. I was told that they needed to bring in a engineer from GM to assess the situation. I got a call the next day, stating that there was another bulletin to the previous one and they need to use a different type of seal which was causing the leak and the engineer would replace it on Monday, May 15. On May 16, I received a phone call stating that the after installation of the new seal that it was still leaking and the engineer signed off on getting me a brand new engine on a truck that has less than 2000 miles. Unfortunately they told me there were no engines to be found and it could be weeks/months until one could become available. This is totally unacceptable No one other than Kyle my Service Advisor has contacted me from Starling Chevrolet . I’ve asked numerous times to speak to leader ship but no one follows through. I was sold a defective truck and expect a new truck in return. The truck has been in service over 2 weeks now and I did not pay 52K for a rental car with 35000 miles on it. Before this all happened I felt Starling Chevrolet was a stand up company and stood behind their products. Now with the call avoidance and how their handling of the situation I see Starling is just another dealership that forgets you after you make the sale. Very disappointing!!!!

  Business Response

  Date: 05/25/2023

  We have been in contact with this customer and worked everything out. I apologized for the lack of communication on our side and we have opened an exchange case with General Motors.  

  Customer Answer

  Date: 05/25/2023

  
  
  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,
  
  
  
  ******* ******