Terry Cullen Southlake Chevrolet

My Story: Service Experience at Terry Cullen Chevrolet I am writing to document my experience with the service department at Terry Cullen Chevrolet in Morrow, Georgia, and to share concerns regarding the quality, accuracy, and accountability of the repairs performed on my vehicle. My original service appointment was scheduled for Monday, January 5, 2026, at 8:00 a.m. Prior to that date, I received a phone call from Kristi on either Thursday or Friday, January 2 or 3, asking if I could bring my vehicle in on Saturday, January 3, 2026, instead. I agreed to this change and chose to wait at the dealership while my SUV was serviced. I brought my vehicle in because the check engine light was illuminated and I was receiving a warning message that read, “Engine Power Is Reduced.” I requested a full diagnostic evaluation and any necessary repairs. Kristi checked me in around 8:30 a.m., and the assigned technician was Trey. The diagnostic report from this visit is on file and, notably, contains no indication of any oil leak. The day after the service, on Sunday, I noticed a small amount of oil on my garage floor. At first, I assumed it was residual. However, by Monday there was approximately one-third of a quart of oil on the ground, with additional leakage continuing on Tuesday and Wednesday. It is important to note that my vehicle had no oil leaks whatsoever prior to the January 3 service visit. Because the oil leak persisted, I returned my SUV to the dealership on Thursday, January 8, 2026, at approximately 10:00 a.m. I called several times throughout the day for updates and was told the technician was taking time to be thorough and might need to order parts. I did not receive a phone call explaining the findings; instead, I received a text message with a repair estimate totaling approximately $1,300. I was surprised, as I believed this issue would be covered under warranty or related to the prior repair. I was then told that the oil leak was a separate issue that had gone undetected during the initial diagnostic. After speaking with Lee Powell, I was offered a $200 discount and informed that the oil leak was not identified during the first visit. While I appreciated the discount, it did not explain why the leak began immediately following the January 3 service. I was also told that small amounts of oil can appear larger on a cement surface, which does not address the cause of the leak itself. Drew Cullen later stated, “We did not damage your vehicle.” Respectfully, since none of us were present in the service area during the repair, that statement cannot be made with absolute certainty. Approximately one month later, my check engine light returned with the same code that originally brought me to Terry Cullen Chevrolet. Based on the dealership’s two-year warranty, I believed this repair would be covered. Instead, I was informed that I would need to pay an additional $1,000 for a different repair. At that point, I chose to take my vehicle to another Chevrolet dealership for a second opinion. The second dealership did not agree with Terry Cullen Chevrolet’s diagnosis. Their technician and service advisor clearly explained the actual issue, completed the repair, and returned my vehicle to me in excellent working condition. They also offered a follow-up visit at no additional cost. Since that repair, my vehicle has been driving perfectly. In total, I paid approximately $2,400 to Terry Cullen Chevrolet and was expected to pay an additional $1,000 for repairs that ultimately proved unnecessary. Based on the diagnostic report from January 3 showing no oil leak, the immediate onset of oil leakage following service, and the successful resolution by another Chevrolet dealership, I believe the damage to my vehicle occurred during the January 3 service visit. Given the financial impact of my experience, I recommend that customers protect themselves by getting a second opinion before authorizing repairs at Terry Cullen Chevrolet.

Never has buying a new car gone so smoothly. Greg Williams greatly facilitated the process. Thank you!! I love the Blazer RS. I am now also trusting this dealership to install a trailer hitch.

From start to finish my experience was amazing. From the warm welcome I received when I walked in to the great customer service from test drive to financing. I wish any and everyone who is looking into getting a car could experience what I experienced. No gimmicks and no unnecessary upsells.

William did a great job helping me get into my brand new silverado. highly recommend

Excellent service for the time I drove up, checked in and drove off. Everything was explained and taken care of.

I paid for my fuel pump control module to be programmed and it wasn't programmed.

Friendly staff and Great Service from start to finish got me in and out in no time. Thank you 🙏🏽

I have a 2023 Chevy Equinox, with 32K miles on it and it's still under warranty. I brought my vehicle in twice for the same issue. There is a rattling sound when you accelerate that turns into a whine once you release the accelerator that slowly fades away. I dropped the vehicle off over night for them to look at. The next afternoon I received a text from the service department where they said they didn't hear the noises. They asked me to stop in and take a ride with them to help identify the sound. I was at work, and left to come down to do the ride with them. When I drove the car and pointed out the noises the technician said he heard it. He said they would have to research it to fix it. I left, and later that day I received a call where they said they had fixed it, and that it was a software update for the transmission. I picked the car up and I didn't hear anything until later that day. I called back to setup another appointment, insisting that this issue is not software related, but that it's mechanical. I dropped the car off over night again and I didn't hear anything all day the following day. I called and later got a voicemail from one of the technicians saying that they were working with the GM engineers to try and come up with a fix, but in the meantime I could come pick up and drive the vehicle. I picked up the car the morning of 11/1/25. I was handed the keys and I asked for the paperwork to see what was done. The technician said the person handling my vehicle had not placed any notes in the system so there was nothing to printout. She said she would have the technician call me once he got it and to get me the paperwork. To this day (11/8/25), I haven't heard a word from anyone. Terry Cullen completely dropped the ball and left me hanging.

I purchased 4 new tires from Terry Cullen Chevrolet. The service advisor, Kristi Hodges, made me aware of a special whereas I could get the 4th tire for $1. The service was good. Kristi was very helpful and made sure my car was returned to me in superb condition.

Everything was smooth and quick. Everyone was great. Vincent was very good. Very Helpful, and explained everything about the car we purchased.