Stonebriar Chevrolet

Man—I really hate to have to leave this review. I had to delete my glowing review about my previous positive experience and that’s really not fair to the guys who did their job well and with integrity! Unfortunately, that’s just not where the story ended. Here is an update. I cannot even believe how quickly my experience went sour with this dealership. It started GREAT! I was SO happy with my experience purchasing my car. Chris Faul (sales) and Tyler Binion (business manager) were amazing. I could not have had a better experience with them. I WISH that’s where it ended. Within a week of purchasing my car, my husband noticed the coolant was low or possibly leaking. He refilled it so he could monitor it. He had to leave for a business trip, and the first day he was gone, and in less than two weeks of having the car, the engine started smoking. I took it in. Turns out THREE heater hoses had been leaking and ended up spraying into the engine onto spark plugs and causing other issues. Originally they asked me to pay $1200 to fix it. I was shocked—honestly. Floored. Couldn’t believe the gall they had asking for that. Three hoses do not start leaking and causing this big of issues overnight. Any decent mechanic could have and should have found that before selling. Because they either didn’t see it or didn’t care about the car they were selling, they sold it to me with this major issue (major because of what three leaking heater hoses leads to). So within two weeks of having it, thinking I bought a WORKING car, I find out now that it needs $1200 a work because of something this dealership overlooked? What. A. Joke. So they tell me they can “cut all the cost of labor” making it $800. Still—a joke. Turns out, $650 of that ~$800 quote is still labor. So not sure how that’s cutting the cost of labor. Even if they didn’t care to fix the issue but just had informed me it needed three new heater hoses—I could have had that fixed and negotiated a cheaper price to accommodate for that issue and it wouldn’t have caused all of the other problems with the engine which would have saved both of us money. But because they shirked their responsibility, they want me to pay for it. I guess I shouldn’t be too surprised there was an issue with the engine considering the first car we test drove at their dealership was jumping BAD in first gear. Beautiful suburban, lots of miles, over $20k. Turns out the transmission was shot so they decided to send it to auction after they gave it a drive. This car was listed online and sitting in the lot with the sticker price and more. Makes me wonder how much they really check a car before they put it on their lot. A simple drive before listing the car would have disqualified it from the start. What else are they missing? They’re either careless about the cars they put their customers in, or they have mechanics who aren’t checking the car out thoroughly. You should not have to drive a car after the lot under the guise it’s in good working condition when the transmission is shot or when there are three heater hoses leaking. This is a HUGE problem and I am extremely disappointed in how they have displayed a lack of ethics when it comes to my situation, and apparently many others if you just check out their Facebook reviews. They have had a few phone conversations and opportunities to fix it, but have proven how much they don’t care when it comes to the customers purchasing preowned vehicles. The only line they seem to be running back to is that we signed “as is” paperwork when purchasing the car—which I now realize is their way of selling vehicles with serious issues and not having to take responsibility for them. They like to mention their customer satisfaction ratings when you confront them with an issue they don’t want to solve, but I’d like to know what outdated forum they are using to get rated that way. If you just check Facebook reviews or yelp reviews, it’ll tell you a totally different story. They are averaging 2 or 3 stars if you check those platforms. I am willing to give them another opportunity to fix the issue because I do not want to escalate the situation. I really want them to choose to do the right thing. I have been driving a small loaner car in the meantime that barely fits my children’s two car seats. I am waiting for them to call me with a fair resolution rather than with a hefty bill and excuses. What is really, really unfortunate is that the post-purchase experience is now totally overshadowing the best purchasing experience. Chris was amazing, Tyler was amazing, even Rick Castillo who said he would be my advocate in this situation was helpful as well. I could talk all day long how happy I was with the buying experience. But even the best customer service in the beginning cannot outweigh the management and lack of ethics when it comes to taking care of their preowned vehicles and preowned-purchasing customers. Please do better.