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Shively Motors, Inc.

Additional Locations

Phone: (717) 264-7134 Fax: (717) 264-3122 View Additional Phone Numbers 801 Lincoln Way W, Chambersburg, PA 17202 http://www.shivelymotors.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Shively Motors, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Shively Motors, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 4 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

4 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 3
Total Closed Complaints 4

Additional Information

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BBB file opened: September 13, 1991 Business started: 09/01/1939 in PA Business incorporated: 09/01/1939 in PA
Type of Entity

Corporation

Business Management
Mr. Elias J. Kymingham, President/Owner Mr. Bryan J. Burkholder, Vice-President/Treasurer Mr. William S. Hoffman, Vice-President/Secretary
Contact Information
Customer Contact: Mr. Bryan J. Burkholder, Vice-President/Treasurer
Principal: Mr. Elias J. Kymingham, President/Owner
Business Category

Auto Dealers - New Cars Auto Dealers - Used Cars Auto Detailing Auto Diagnostic Service Auto Inspection Stations Auto Parts & Supplies - New Auto Repair & Service Auto Repair & Service - Diesel Auto Repairing - Foreign Truck Dealers Truck Repair & Service Auto Body Repair & Painting

Alternate Business Names
Shively Motors of Shippensburg
Additional Information

The Bureau has requested basic information from this company. The Bureau has not received a response. Without this information, the Bureau may not have current information concerning such things as the company's management or its nature of business.

Industry Tips
BUYING A USED VEHICLE

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  • Guarantee or Warranty

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Additional Phone Numbers

  • (717) 532-4136(Phone)
  • (717) 532-8220 (Fax)
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Complaint Detail(s)

2/19/2014 Problems with Product/Service
11/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a van from Shively Motors & with it they gave me 2 keys, out of nowhere, the keys (electronic remote plastic type) wouldn't start the van at all, after waiting for a tow, it went to my regular mechanic, he said it needed a new ignition module, which I paid over $200 to have installed, he then informed me that the keys with this vehicle have a chip in them & can only be repaired by the vehicle manufacturer- I took it to Shively, they told me that was true & it would be around $100 to reprogram each key for the new ignition, I paid to have it towed to them (all the while the key will not work at all in the ignition, but will still Unlock & open the doors and hatch area), the next day, the serviceman from Shively Motors called & told me that both the keys I had couldn't be reprogrammed as my mechanic and he had told me the day before, now he said those keys had to be replaced, claiming both keys just happened to "go bad" (his words) in the same exact day.He actually tried to tell me that both keys worked one day, then the next one key had was "dead" & 1 key wasn't made for my vehicle. I explained I had gotten both keys from them with the vehicle & that the keys (which are like remotes & plastic not actually keys) still worked the doors but just needed reprogrammed for the new module-he said that he had no choice to replace both keys which will now cost $475...I got 2 opinions from 2 other mechanics-both told me that Shively's was lying to me & probably trying to make more money than they would by just reprogramming...I told him to go ahead and order the new keys, all the while I was reluctant because I knew he was lying. When I went in 3 days later to pick up the van and the new keys, the keys would no longer open the back doors of the van...when I asked him about this, he now said that it "must have broke", I told him that these doors opened just fine by remote/key before I brought it there & that I knew he was lying to get the income for repairing the doors that I didn't believe were broken, he said "I am done talking to you" then turned & left me standing there-having paid $469 for 2 remote type keys that now will not open my van doors. He was rude and arrogant during this entire process, said he was the manager and refused to admit that it would be quite a coincidence for 2 keys to break at the same time, then 2 new keys wouldn't open the doors that even the old keys worked. I am so upset that I want to be certain other people are aware of the way this company does business. I have since spoken with numerous other repair shops as well as the customer service department at Dodge and they all agreed that it would NOT happen that way.

Desired Settlement: I feel I should get a refund for the $469 minus the cost to program the keys, I feel I was lied to twice. I do not think those keys needed replaced because Dodge told me the keys should have been very easy to program to work the new ignition module...furthermore, the new keys wouldn't work the back doors, which worked fine the day it was dropped off. I feel the new keys they gave me should be programmed correctly so they will operate the doors as they are supposed to & I should only have to pay what I was originally quoted for the programming of two keys.

Business Response: To whom it may concern I would like to address a few facts in this complaint first. To start the vehicle was taken to a independent repair facilty first for no start and the wireless control module was replaced did it need that or was it the keys along we do not know and can not comment on that. The two keys that was bought to us with the vehicle were not the two keys that came with the vehicle when it was new one key was the other key was not. When we tested the vehicle the keys tested bad there for we could not just program  the keys they needed to be replaced and then programed could this have been the problem for which the vehicle would not start orignaly we can not know but this is what it needed now. The customer was contacted and made aware of this and the price was quoted and approved by the customer if they checked with two other repair faciltys and was told that this was not true why would they ok the repair because this was true. As far as the doors operating with the new remotes all the doors locked and unlocked and the right side sliding door did open and close with the new remotes the left side sliding door did not open or close with the remotes. I tried to explain to the customer that you can not half program keys if everything else works it must be a problem in that door which I still say is the problem the customer did not want to hear it and was very argutive about the situtation. I did offer to check the door for problems the customer just kept saying that you are going to fix the door at no charge I told him I would not agree to that but I would check it that was not good enough. I tried to explain to the customer that I have no reason to lie to him that I will check it and show him but I will not agree to fix something we did not touch or break I then told the customer I am just trying to explain and tell him the truth at that point he stated why dont you quit trying to tell me the truth and do it. Then he stated I will just see you in court and my lawyer will be contacting you it is at this point I stated ok and did walk away. I spend many thousands of dollars every year on training I have a very good technicains here we have been in business to long to try and take advantage of any customer and as far as checking with other garages and the customer service department at Dodge to see if it could happen this way. That is some thing no one could ever comment on because this is the way it happend. Like I said in the begining I can not comment on weather or not the wireless control module was even bad. The bottom line is we checked it we received the approval from the customer to repair it and we did repair it and the customer was able to drive vehicle out of our facilty which is all we worked on on this vehicle. There for in my professional opinion as a ASE certified techanican and 36 years as a Chrysler techanican and service manager I feel this customer has received good service at a fair price and the vehicle was repaired for what it was towed here for. Thank you for your time and if I could be of any furthur assitance with matter please conact me at 264-7134 which is Shively Motors and my name is Bob Parks thank you.

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

There are numerous reasons I am rejecting this response.  The business mentions that we gave them the approval to replace the keys and asked why if we had contacted other mechanics who told us they were lying.  We did in fact contact other mechanics....we had already spent $200 on the module (which was the problem & reason the van would not start), the reason we told them to purchase & program the new keys is because we had the vehicle towed to them and couldn't financially afford to have the vehicle towed to yet another garage...had we done that, the cost of the programming of our current keys which we believe were fine and the expense of towing would have been much higher than just paying the fee for new keys, which is why the decision was made to just get the new keys although we knew they could be programmed & the business was simply trying to make extra money.  In regards to the one key being for a different vehicle-this is completely absurd, we purchased the vehicle from that same dealership & they provided the 2 keys, those keys have always operated the vehicle fine with no issue-is he now claiming that they sold us a vehicle & gave us a key that wasn't to that vehicle?  Since my initial complaint, which was filed only an hour or two after leaving the dealership, I have yet another issue with those $500 keys, now the key sticks and will not come out of the ignition without a 20 minute fight.  This has happened to me, my father in law, & my son.  Just because a vehicle starts & will drive off the lot doesn't mean they completed the work correctly & charged us correctly.  Also, I did bring it to their attention that the new key would not open the back door, this is when I was told "well how do I know that wasn't already broke"...the door opens fine, the key/remote just won't open the door so it isn't broke, the key is & the doors both opened fine with the previous keys that they claim couldn't be programmed.  This is a simple job, we couldn't start the van, so we took it to a repairman with a good reputation, he installed a ignition module, which he is willing to testify he ordered correctly by part #, but because he isn't a Dodge dealer, he couldn't program our keys for the new module (apparently this is typical practice for Dodge and not unusual to have to go to get the keys programmed, which is an easy job according to everyone I have spoken to, including Dodge.  Also, when I contacted Dodge, they called them with me on the line, they asked if they had tested the door to be sure it worked, the person whom I believe to be the service manager replied "No, we only tested to make sure the vehicle started, not if the door worked".  So I now have 2 issues, the key will not open the door (which I had no problem with when dropping the vehicle off), and the key sticks in the ignition.  In regards to the professionalism you mention, I think it's clear by the response, there is a lack of professionalism in the replies (not just mine but the other one on the BBB site as well).  I do believe, contrary to what is included in the response, that this service center & dealership will fabricate and even do things when repairing vehicles to ensure the vehicle will be brought back for further work and therefore more income.  In regards to reputation, it doesn't take much online research including social networking sites to see that dishonesty and overcharging is a common issue with this business.  This explains why much of the response isn't accurate and has been manipulated in some way.  For example, I kept trying to explain to this gentleman that the door was fine before I brought it in, actually asking him to stop lying (It doesn't even make sense that I would tell him to stop telling the truth).  Furthermore, the vehicle has an even worse issue than I stated as the key sticks and will not come out.  I feel as though I paid $500 for two keys that I didn't need in the first place & now do not work correctly.  I have contacted numerous watchdog type businesses to further investigate.  I have also found & contacted many people with similar situations and strongly feel this business is working in an unethical manner.  While the BBB is certainly held in high regard in my mind, I intend to pursue this matter much further.  In regards to legal action, this is one of the only truthful statements in this joke of a reply.  I did threaten and fully intend on legal action, but my wife disagrees in that the legal fees would be higher than the $500 we paid for the keys, unless we move forward with a Class Action Lawsuit involving numerous individuals.  At this point, we simply want this rectified as my wife & I both are saddened by the terrible service and unethical behavior we have witnessed ourselves and heard about from others.


Regards,

**** ****








Business Response: Shively Motors is sorry that this customer is not satisfied with the repairs made to his van.  They purchased the van from Shively Motors in April of 2010 with less than 45,000 miles on it.  When they purchased the van they would have received 2 matching keys.  The keys to this van actually are all plastic and look like just a remote with one end that is inserted into the ignition switch located on the dash.  This van is equipped with power sliding doors on both sides.  The remotes have buttons on them that operate each power door as well as buttons to lock and unlock the vehicle with a panic button as well.  

The van was brought to us for service in September of 2013 with over 90,000 miles on it.  It was towed in because an independent garage replaced the Wireless Control Module (WCM) but could not program the keys.  The WCM controls the ignition to communicate with the key.  We did in fact try to program his keys, but they would not accept the programming.  This tells us that the keys themselves were bad.  The other issue with the keys is that one of the keys did not belong to this van.  We know this for a fact because the key lacks the buttons for the power sliding doors and is the incorrect part number for this van.  This key would not have been the key received when the customer purchased the van back in 2010.  This is why we told the customer that he needed 2 new keys to operate the van.  The customer gave us the approval to perform this work and both keys now operate the van.

The issue with the one power sliding door not functioning with the remotes could not be a problem with the keys. When keys are programmed, they either work all functions or not at all.  This problem likely is an issue with the door module on that particular door.  The work we performed would have had no effect on this problem.  We offered to look at the door for him at no cost, but only would accuse us of breaking the door.

The issue with his key now sticking in the ignition would actually be an issue with the WCM that was installed by the other garage.  We do not know if the WCM installed was a factory part or an aftermarket part.  We have seen this same issue in the past, and it is not caused by the key, but the fact that the WCM will not release the key.  It needs to be understood that “keys” today are more like computers and require proper communication between the key and the vehicle for it to function properly.  Many people do not realize how these new systems work and that is understandable.  This is why we have factory trained technicians and the expertise to deal with these complicated new systems on many new vehicles.

Unfortunately, we believe that the customer will not trust anything we say or do at this point.  Shively Motors has been in business for 75 years and has and A+ rating.  This did not happen because we treat customers poorly or try to take advantage of them.  Unfortunately there are times that a customer feels otherwise no matter what we try to do to correct the problem.

All of this being said, Shively Motors is willing to offer the customer a refund in the amount of $269 as a gesture of goodwill.  This is based on the figures used by the customer of $469 less $100 to program each key.  We hope that this settlement will satisfy the customer, and if they choose to use another shop to do any future repairs we respect their decision.  Considering the customer’s attitude towards Shively Motors that may be for the best.  We
are always disappointed to have an unhappy customer, and always hate to lose a customer.  We truly wish the customer well, and hope that they can have their problems fixed and enjoy their van for many years to come.

Sincerely,
***** ** ********** 
Vice President / Shively Motors Inc.

Consumer Response:

The reason we are rejecting this response is because this is simply not the truth & the small amount they are offering is not what it will cost to get two new keys made and programmed-a job which they were supposed to have done after fabricating the fact that they couldn't just reprogram the keys to begin with.  They claim the keys aren't working because the module was installed by a 3rd party mechanic & that the module itself was an after market product, both of which are false.  I have attached a receipt rom the mechanic, showing that he clearly worked directly with an authorized Dodge dealer (Hoffman Automotive) and ordered the part from them (part is listed on the receipt coming straight from factory and not an aftermarket or reseller).  They claim that the module is the correct one for our vehicle on the receipt.  Furthermore, this response is still fabricated in regards to the keys, while this explanation does explain very well and accurately the keys themselves, the response still claims that we were not given those keys with the vehicle when purchased, which is NOT TRUE.  We have never purchased keys for that vehicle and have always used those same 2 keys that they gave us with no problems at all.  After speaking with the mechanic who worked with Hoffman Automotive (A Dodge authorized repair service), I am more convinced than ever that these keys could have been programmed from the beginning and all of these issues would have been avoided; however, I feel strongly that Shively Motors lied about that so that they could charge the additional fees for purchasing and programming 2 new keys, In addition, within a day of filing my original complaint, I also realized that the keys will not only not open the door (my original issue) but they also cannot be removed from the ignition).  I have asked Dodge directly, the mechanic who installed the module, & Hoffman (the authorized Dodge service center) and all have instructed me that if they keys will not come out and the door will not open, there are only 2 options for the problem: 1-The keys were programmed incorrectly (either intentionally so I would need to come back for more service and the repair facility could make additional money) or 2- They are the wrong keys...according to these experts, there are no other solutions to my problems.   Both of these causes would be a direct result of Shively Motors either intentionally or unintentionally causing the issue of the key not opening the door and not coming out of the ignition.  So now I am still out a total of $700 plus towing fees for a van that has been sitting in my driveway for weeks since this complaint was first filed.  The only thing that will satisfy me & make me see Shively Motors in any favorable way is a full refund (and they can have their keys back of course as they are useless to me).  I will then once again have to pay to have the van towed to another repair facility, most likely Hoffman (from the receipt above) and have them do the exact same job that Shively Motors was hired to do & failed. 

  Complaint: *******


Regards,

**** ****








Consumer Response: ---------- Forwarded message ----------
From: ****** **** <***********************>
Date: Tue, Oct 1, 2013 at 5:54 PM
Subject: ID ******* Info requested FW: Ignition Node Invoice
To: info@mybbb.org


Hi.  I am emailing you the following receipt that I discussed in my last response.  I received a message from *** ******* requesting the receipt again (I had attached it to my last response via your website but I guess it couldn’t be opened).  My ID # is *******.  This receipt came directly from the mechanic.  Please feel free to call or email me with any issues opening this receipt.  It basically shows that while Shively Motors claims the mechanic used an aftermarket part, that is simply not true as you can see on the receipt Hoffman Automotive is an authorized repair and direct seller of the vehicle and it is in no way an aftermarket part.
 
Thanks
**** * ****

Business Response: Shively Motors has made a good faith offer to attempt to satisfy the customer.  We offered exactly what the customer requested as a refund based on their own figures in their original complaint.  We are offering the amount of $269 not because we believe that we did anything wrong, but want to try to make the customer at least partially satisfied.

Unfortunately the customer only wants to accuse us as liars and promote slander towards our company and employees.  There are times when no matter what efforts are made on our part, the customer will just not be satisfied.  Shively Motors has stated our case in this matter and cannot offer any further resolution to this complaint.  

Our offer of $269 still stands if the customer will accept it, otherwise we have nothing further to comment on this complaint.

Sincerely,
***** ** **********
Vice President / Shively Motors Inc.



Consumer Complaint - Desired Settlement:

I feel I should get a refund for the $469 minus the cost to program the keys, I feel I was lied to twice. I do not think those keys needed replaced because Dodge told me the keys should have been very easy to program to work the new ignition module...furthermore, the new keys wouldn't work the back doors, which worked fine the day it was dropped off. I feel the new keys they gave me should be programmed correctly so they will operate the doors as they are supposed to & I should only have to pay what I was originally quoted for the programming of two keys.

Consumer Response: I feel that the last response only proves my point.  I do not disagree with the fact that I have shared my story with everyone that will listen (which is not slander as I have been honest) & I have already explained that in my initial complaint I didn't yet realize that they keys would not come out of the ignition without a 20 minute fight....so it only makes sense that I would now just want to return the keys for a full refund. Why would I return the keys if I were lying & they worked? They do not work & the vehicle has been sitting for a month.  Also if Shively Motors is willing to offer a partial refund, why not just give that refund for service cost then allow me to return the brand new keys for a full refund...unless they also feel there is something wrong with the keys? And finally, they haven't in this last response explained why the only explanation they gave was to blame the other mechanic & saying the ignition module was either the wrong one or after market part..now that I have proven with receipt that this was an authorized retailer & service center & was in fact the correct module, they have offered no explanation other than the one I suggested & sadly I feel that is because my initial thoughts & concerns were correct.   I am still asking to return the keys for a full refund so that I can go elsewhere to get the same job done  almost a month later & still out all towing fees. I will also have to pay for the original keys to be programmed so I'm not really financially equal to what i have lost even with a full refund but am looking for at least an honest effort of doing the right thing on their part by just taking back the keys for a full refund because they are correct that you can't help satisfy all customers but this seems to always be their standard response & comes at a time when they have no explanation left. Any business would just take the keys back & offer a refund if for no other reason than the sake of good business.   As I stated before, I gain nothing by returning the keys. ..why would I return them then pay additional towing fees & another service center to do that same job unless I were telling the truth?


 Complaint: *******

I am rejecting this response because:


Regards,

**** ****








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Truck has one problem after another some existed at time of sale and some within days after the sale. Truck has been to garage for repair 2 times and same problems still exist. They are now refusing to fix problems because of the costs involved . Some issues were repaired , but not all.

Desired Settlement: To have another qualified chrystler dealership mechanic handle our problems . I do not want to deal with their sales team or mechanic any more because issues are not getting resolved with these people it is causing us loss of our time and much frustration on both ends.

Business Response:

This vehicle comes with a 3 month/3000mi powertrain warranty, which covers engine, transmission, and drivetrain components.   All issues that Shively Motors has repaired were not covered by the warranty provided.  ******* ***** was offered an extended warranty at time of delivery, which she wanted, but by the time the contract was done printing, she changed her mind and said she did not want any coverage.

As stated above all issues, which ***** was not charged for and was paid for by Shively’s,  are listed below and were not covered by her basic warranty…

Hourly labor rate is $85.

Diagnostics

                *2.5hrs ($212.50)

Removed Aftermarket Remote Start system

                *.7hrs($59.50)

Replaced Cluster and Test

                *Parts ($536.00)

                *1.5hrs ($127.50)

Replaced heated seat elements on both seats

                *Parts ($650.00)

                *3.0hrs ($255.00)

Wiring repair in driversseat

                *Parts( $12.50)

                *.3hrs ($25.50)

Replaced Battery

                *Parts ($104.29)

                *.3hrs ($25.50)

Replaced Keyless entry

                *Parts ($71.82)

                *.5hrs ($42.50)

Total repairs, which were done in good faith and not covered by the powertrain warranty, come to $2122.61

Each time *****’s truck was in for service, they were provided a loaner vehicle free of charge. 

At time of delivery, ***** had a trade-in vehicle that was not currently at the dealership.  They were asked several questions about this vehicle so that we could place a value on it.  They were asked most importantly of all if the vehicle would pass a state inspection and if the exhaust was ok.  This was a 1997 Jeep so condition was important.  ******* ***** stated “Yes it will pass inspection, no issues.  And the exhaust is just fine no problems.” They were to bring the trade-in to the dealership the next day.  Instead, they dropped it off overnite after hours, for good reason.  The jeep was in horrible condition and when I went to start it the next day, it sounded as if the entire exhaust had been ripped off.  ******* completely lied about this.  

Even with this reality, Shively Motors still performed over $2000 in repairs for free.

The reason ******* ***** is still upset is that she wants this vehicle completely covered for free.   With the money spent already, we are unable to perform anymore free work.

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: I take great offense to being called a liar, i was asked 2 questions about the 1997 jeep we used for a trade in ,  does the 4x4 work and will it pass inspection which my answer still remains yes because the 4x4 does operate and the jeep  currently is inspected until may of this year. The reason it was dropped off after hours is because we didnt even intend on using this as a trade or we would of brought it along at the time. It was mentioned during the purchasing process that we owned it and **** started asking questions and offered us 750.00 for it so i had my husband drive it over after he got home from work because we were still at the dealership which we first arrived there around 2:30 pm and never left  until after 8pm  until my husband could get it there it was after hours which was not a problem to ****.

In response to the purchasing of, the warranty yes i did agreee at first because ******** mislead me about the cost of it, she said it was $8.00 a month and it was for the first year so i agreed but the very last paper she handed me to sign had a amount for over 1,200 for this warranty i asked her why that amount and she said it was 8.oo a month for 60 months and coverage was only for 12 months. i totally misunderstood this warranty ,why would i want to pay an additional 48 months for something that was only good for the first year. so yes i did change my mind.

Now in response to the statement of me wanting "free work"  yes, that is definitly what i asked for and Shivelys agreed by signing a contract at  the time of purchase promising to repair the heated seats  it was not known  until later that the battery in the truck was drained to the point of needing jumped before our test drive Which **** had later stated so they knew then that the battery probably needed replaced. Had we  of known all the issues that this truck had the moment we drove it off the lot then our decision would of be very different.

The problems started from the very night we brought the truck home.  For no apparent reason that we were aware of,  what would cause the horn to start blowing? it did this several times randomly thru the next several days so much so it became annoying to the point we had to disconnect it under the hood to keep it from blowing, then the doors started locking and the remote entry wouldnt work then the battery would die all within the first couple of days after purchase. I called **** and told him all these things , he was astounded and said he had never heard of issues like this, we made arrangements for the truck to come into the shop because the part for the heater was in and ready to be installed. I spoke to ***** the mechanic about the horn issue and he stated he would take a look at it when it comes into the shop. I also told him we had to dissconnect it to keep it from blowing and asked if this was a safety issues , he said yes the horn must properly work or it will not pass inspection. I am now concerned about the safety of  this vechile and wonder what is the underlying cause?

The truck was in the shop for 2 weeks , they discoved that the  new heated seats part wouldnt work because of a cluster needing replaced so in there good faith they replaced the cluster at no cost to us and keeping our truck there while they ordeded the part for the seats 3x. Our truck was in the garage for 2 weeks out of the first 30 days we owned it. Then we were told that the part was on backorder and given no date of when it would be in. I then told shivelys that we would be over to  pick it up . It was picked up after hours , due to working the two very reasons that it went into the garage were still not working. The horn was never even looked at , and the seats still did not heat.

After a few days uponing leaving the garage the new battery that shivelys put it was drained to the point of needing jump started , this goes on for several weeks, since shivelys doesnt seem to want to diagnois our problem we take it to a mechanic, after 20 minutes he says, your problem is that their is a wire in the horn that is shortening out and staying active causing the battery to be drained and to replace the wire you also have to  replace the airbag.

After a month goes by, and still no word from Shivelys about our"backordered" part ,I call them to see what is going on and they said  it will be here in 2 days. I then tell ***** about the horn situation and he didnt seem that interesred in our problems telling me he has a handicap customer and he would call me in a couple days.

The truck goes back to the garage  for the second time in hopes of the horn being repaired and the seats part being installed. That is all i wanted them to do was fix the problems that obivisouly were there from the minute we drove it off the lot.

I recieved a call from ***** stating the seats were now properly working and he confirmed that the wire in the horn needed replaced as well as the airbag and that Shivelys would not pay for the repair associated with the horn.

I call **** to discuss this and he refused to resolve the issue stating that we should of purchased the warranty and they werent putting any more money into this truck.

I remind **** that the horn was faulty from the beginning and he denies it. I told him it would be picked up that  later that evening. 

The next morning we discover  that the passenger side seat does not heat. I called **** to tell him and i once again get nowwhere.

So three months later , after 2 garage visits to Shivelys Motors we are left with a truck that has no funcutioning horn, a faulty airbag which is a potentienl safety issue and heated seats that only work on  the driver side. Every one these problems existed the moment we drove it off their lot. Therefore i dont feel i am being unreasonable in wanting these issues resolved.

And one more thing, even if i would have decided to purchase that extended warranty not one single issue that this truck has would of been covered by that warranty since it is very selective in its coverage.

Regards,

******* *****






Business Response:

There has obviously been some miscommunication regarding this entire deal, from both ends.  If  ******* takes offense to the reality of  misrepresenting her trade then we apologize for that. None the less, this does not change the issue at hand. We certainly won’t contest that there was an issue with the seats in this truck whenever it was purchased.  Which is why we have stuck with the decision to continue to work on this truck, at no cost to the *****’s.   We are talking about a machine, sometimes it takes trial and error to work on these things.  Sometimes it is a quick obvious fix, and sometimes it takes multiple attempts, either way, we have never denied or turned down this truck and given up on it.  If the seats still aren’t fixed, then we need to keep at it, without charging the *****’s.  Unfortunately the *****’s in their original complaint stated they are no longer interested in working with us.  The offer still stands that we would like to try to resolve this seat issue, which was the agreement upon purchase.

It should be noted that we are not interested in, and will not pay the bill for another shop to do the work.

As far as the other issues that came up, that is what a warranty is for.  Whether buying a TV or a vehicle, there is an assumed risk involved, which is why they even offer a warranty on a TV or washing machine.  They are all man made machines and things happen.  If we were talking about a 2011 vehicle with 10,000 miles on it I could understand not wanting a warranty, but in reality we are talking about a 9 year old vehicle with over 100,000 miles.  Of course none of the issues that have come up are the *****s’ fault, which is why every single conversation I have had with either ****** ** ******* have been dealt with in a completely courteous manner.  I have never dodged their calls or refused to contact them back.  Every phone conversation I had with** ***** I have maintained an empathetic demeanor. 

We are in a situation where we can’t afford to keep throwing money at every little issue that comes up.  It was agreed upon by both sides at time of purchase that there was an issue with the seats, and Shively Motors would take care of them.  Unfortunately it appears that we are half way there with one seat finally working.  We would like to offer to keep working on this.  On another note, I would like to say that there is no animosity towards the *****’s.  Every time ****** has been in he has been nothing but smiles and very pleasant.  For someone having the issues that are happening with this truck, he is much more understanding and pleasant than I would be to be honest.  I feel very bad for the situation that is happening.  I’m pretty sure that this was his first big purchase, and feel horrible that this is the experience.  It appears that there is no resolving this in *******’s eyes, but I would like to express my apologies for this entire situation, aside from ultimately being unable to fix the non-seat issues, I feel that we have been very professional and courteous with the *****’s.

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: We feel that Shively Motors has been given the  opportunity to fix the seats on two seperate occasions and both times failed and also because they are  declining to make right in fixing the issue with the horn. A limited extended warranty offered by them would not of covered these problems either. We feel it is unfair to us by leaving us with the expenses of repairing issues that existed at time of sale.

Yes, this was ******* first purchase of a vehicle and he was very excited to get this truck home but he was soon disappointed with all the problems that starting happening that very night. We have been very patient with Shively Motors by allowing them a reasonable amount of time to make this right but after their second attempt failed we have had enough. ****** has no interest in bringing the truck back over to Shivelys for a third attempt to fix the seats. We have a qualified five star chrystler dealership 10 miles from over home and would like the repairs finished in their garage.


Regards,

******* *****








Business Response:

Shively Motors is willing to offer to pay for 1 hour of diagnostic time at another dealership of their choice to determine the problem with the heated seat.  That dealership should contact ***** ********** at Shively Motors to inform them of their finding.  If they feel that they can repair the seat for a reasonable amount, Shively Motors will pay for that dealer to fix the seat.  If Shively Motors agrees to pay for this repair at another dealership, Shively Motors will not be held responsible for this issue after that repair.  Shively Motors can not then be held accountable for another dealership's repair.  We said we would get the seat repaired for the customer and are sorry we have not been able to accomplish that to this point.  We are willing to fix it here until it works, but understand the customer's frustration.  If we do not perform the repairs, however, I hope the customer understands that we can only pay for one repair at another dealership.  We apologize for the inconveniences this has caused our customer.  We strive for excellent customer service, however, as we deal with vehicles sometimes unfortunate circumstances happen.  I trust this will be a satisfactory resolution to this issue.

Sincerely,

***** **********

VP / GM Shively Motors of Shippensburg

 

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:once again, Shively Motors is not addressing the issue of the horn. If the horn issue had started a month or so after the sales purchase we would'nt be asking Shively Motors to fix it we would of taken care of  this ourselves, we understand that we purchased a used vechicle and problems will occur but we did pay 12,000 for this truck and facts remain that there was a problem at time of time, unfortunatly unknown to us until we brought it home.

We are willing to let the heated seat remain unfixed, if Shively Motors will agree to repair the more important issues to us, involving the horn. Their mechanic has allready diagnosed the problem and explained that in order to replace the wire going to the horn the airbag needs replaced  since the wire goes thru the airbag. We will bring the truck over to their garage for repair, however if we then bring the truck home and find that the horn isnt properly working we will then take the truck to another garage at Shively's cost. I hope that Shively Motor will accept this offer and we can put this issue to rest.


Regards,

******* *****








Business Response:

If they are willing to let the seat issue go, then Shively Motors will fix the horn issue for them at no cost if they bring it back to us.  We belive that will fix this issue and trust as well that this will resolve the complaint.  I have instructed our service advisor to order the needed parts.  When they arrive, he will call the customer and schedule a time for them to have the repair made.  Again, we are sorry for the inconveniences this has caused our customer.

Sincerely,

***** **********

VP / GM Shively Motors of Shippensburg

  

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/29/2012 Guarantee/Warranty Issues
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