Complaints

This profile includes complaints for Shift Technologies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shift Technologies, Inc.

  2525 16th St Ste 316 San Francisco, CA 94103-4243

• 

  Shift Technologies, Inc.

  202 Littlefield Ave South San Francisco, CA 94080

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:12/12/2022

  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.

  I purchased a vehicle from the online company, Shift. I picked up the. 2009 ****** Tacoma PreRunner (VIN *****************) on Saturday December 3rd. After driving it Saturday, Sunday and Monday, I decided to return this vehicle as I felt unsafe in it- it had little traction or stability control, the vehicle was slipping all over the road, especially on turns. I spoke to the company on Monday around 4pm, explaining I felt unsafe and would like to start a Return. Shift's return policy is 7 days/200 miles. This vehicle met their criteria's return policy. On Tuesday, Shift sent a towing company to come and pick it up, which they did and was received back in their care on Tuesday evening (I received a text from the towing company that the vehicle was received by Shift. I did not/have not received any correspondence from Shift. I called on Thursday, around ****am. I was told I would receive a call back by the end of the day from the "appropriate person". I never received a call back. Friday, around ****am, I called again, explaining the above and was "promised a call back from the appropriate person. Trust me.". No call back. Around 3:30, I called them back. The call wasn't picked up, I was placed on hold. It is now 615pm, and I am still on hold. And it's a Friday. Shift has received their vehicle back (Tuesday), but they are not corresponding with me nor refunding my $18,750.98. Please help!

  Business Response

  Date: 12/28/2022

  Hello *****,

   

  We appreciate all feedback. Thank you for taking the time to bring these concerns to our attention. We apologize for any inconvenience or lack of communication you may have experienced. We can assure you this is not a usual Shift experience. 

   

  Upon further review of your account, we can confirm that the refund was processed successfully. If the funds have not reflected on your account, please follow up with your banking institution. 

  Customer Answer

  Date: 12/29/2022

  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.
  
  Unfortunately, it took a LOT of phone calls, each person promising that matter will be taken care of today, hours of waiting on hold, and about 2 weeks to receive the refund. Very poor business practice. 
  

  Thank you BBB for the help you have provided.  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Recently bought a car from shift, the buying process was very easy. Once I received the car had a few issues that were not listed when the car was bought, there seems to be an oil leak in the car and as well as the breaks squeak when coming to a full stop. Its obvious that a 150 point inspection was not done to the vehicle. I have been trying to get in contact with shift for 2 days straight now and have been on hold for 4+ hours. I just need the vehicle to be checked again and repaired

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In July I bought a 2011 Audi A4 from Shift. The buying experience was great at first. The lady was friendly, let me drive the car around and we signed the paperwork. I thought I got a great deal for a great car!The Bad:A couple of days later I noticed that the car was 4 quarts low on oil. I returned the car to their ******* Hub for repairs. I mentioned that I was concerned the piston rings were bad on the vehicle, as I know this was an issue on some of these cars. They told me that they would figure out the issue and get it fixed.Fast forward almost a month that they had the vehicle for repairs. They informed me that it was my vacuum pump and rear main seal that needed to be replaced and the piston rings were not the issue of the oil consumption issue.Picked up my car when it was ready, by the time I made the ************************************* that the vehicle was 1 quart low on oil. I called them and they told me that the mechanic forgot to top off the oil, no big deal so I did it. I noticed the oil get low every so often so Id top it off, as I know Audis are notorious for using up oil.Went for a drive and the engine blew. I had it towed to my trusted local shop and after they inspected it they found that the car in fact had severe oil consumption issues due to failing piston rings. All 4 cylinders are completely damaged beyond repair and it is going to cost around $13k to replace the engine and other damaged accessories. The mechanic stated that looking at the spark plugs alone, the mechanics at Shift should have seen how unhealthy the engine was. Especially because they had it for nearly 1 month for oil consumption issues and should have caught this issue.I have proof from my mechanic shop that this kind of engine damage should have been caught not only by their claimed 150 point inspection before the sale of the vehicle, but also when they had it for nearly a month for repairs for the oil consumption issues. They refuse to pay for repairs.

• Initial Complaint

  Date:11/30/2022

  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 2014 Porsche Cayenne GTS from Shift Technologies *** or "Shift" on 11/18/22. Secondary reports and checks performed by shift stated the exterior and interior of the vehicle were not damaged and in good condition. After taking delivery of the vehicle there were multiple issues identified; two rocks chips/cracks in lower passenger quadrant of front windshield, stopwatch hand missing in chronograph dial on dashboard, one all weather floor-mat missing; pictures appear to show 8 present, four standard and four all weather. I filed a complaint (case#********) with Shift internally on 11/25/22 at 4:54 PM with a supervisor named ******. I provided estimates from a local Porsche dealership as requested and photos. ****** advised I would receive a call back soon with an update from their service team as to what reimbursement and or repairs were approved. On 11/29 I made contact with shift again regarding the case (case#********) since I had no response, I was told on 11/28 I would hear from ****** directly by end of day or early next day 11/29. I was unable to speak with ****** and was connected to a supervisor named ****, I explained the preceding events and **** ensured me that I would hear from her via phone and or email on 11/30. In addition to all of this, the purchase advisor misrepresented their additional warranty stating there was no limit to cost of repairs, also, the wheels are curb rashes which was not shown in the report for the vehicle. As of writing Shift has offered compensation of less than $1000 and the estimates I received are well over this. I am requesting additional payment from Shift to have these issues corrected by a Porsche dealer of my choice whilst the vehicle is in my possession; and payment for time spent contacting shift to resolve the issue, I will attach the condition report provided by Shift below as well as any emails I have from or to them. I would also like a strike to be put on Shifts dealer license.

  Business Response

  Date: 12/09/2022

  Hello ******,

   

  Here at Shift, we want to ensure that every customer receives a great, safe vehicle. Taking steps to ensure that every customer receives this is something we love to do. Making a well-informed decision that is best for you is how we love to help.
  
  
  Every vehicle in our inventory has passed a safety inspection. These inspections are required to meet national standards for safety. This is not just for the buyer, but also for the benefit of all those involved with the vehicle. Additionally, if a customer is dissatisfied with the vehicle that they purchased they *** return it within our 7-day/200-mile return policy window. Making certain that the purchased vehicle is right for that customer is a must, and we are pleased to do anything we can to aid in this goal.
  
  
  We believe that every customer should have the ability to choose the vehicle that best suits their needs, thats why we offer a variety of vehicles. We classify our vehicles as either a certified vehicle or a value vehicle. A Shift Value Vehicle is one that *** have been **************** a little extra than our Shift Certified vehicles, but still passes our safety inspection. Additionally, Shift Value Vehicles are sold as-is, whereas a Shift Certified Vehicle comes with a 30-day Limited PowerTrain warranty. Keep in mind, Value Vehicles *** have more cosmetic flaws than our Certified Vehicles, but these cosmetics flaws do not affect the drivability of the vehicle. 

   

  Upon further review of your account, we are able to confirm your vehicles concerns are cosmetic concerns. We also see that you have been in communication with several support team members in regards to these small flaws, including a supervisor. Our service team offered to address these concerns out of goodwill, in which we received a rejection by the customer. Our teams have processed a goodwill payment to assist with these concerns; your vehicle was purchased as is, which is noted in your contact. A team member will follow up with you as discussed in your case. 

• Initial Complaint

  Date:11/28/2022

  Type:Sales and Advertising 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.

  Picked up my vehicle from the shift hub in ********, ** on November 17th, 2022. I had the vehicle inspected the next day (Nov 18th, 2022) Engine Valve Cover is leaking oil, front brake rotors are in bad shape, the steering wheel vibrates when braking on highway speeds. The coolant level was found to be below the minimum point. I've reached out to shift several times, sent them videos, pictures of the issues. They've never picked up my phone calls after being on hold for over 2hrs, I've been having to call the sales **** to flag a Support Specialist. They haven't provided any good service since the beginning. I've asked them to refund me the service fee, since the vehicle failed their "150+ inspection". I've provided them with an estimate of the repair and as of this date I haven't received a response to get the vehicle repaired, I'm still within the 30day warranty window. ***** from the support department advised she would reach out with an update and I haven't received any email or phone call.

  Business Response

  Date: 12/08/2022

  Hello *********,

   

  Thank you for bringing your experience to our attention. Shift holds a high standard for each of our customers experience, and we deeply apologize that this expectation was not met. We can assure you that this is not a usual customer experience, and we will be looking further into this incident. All of our vehicles undergo a thorough safety inspection before selling so that we can assure our customers are punching the best quality and safest vehicles. 

   

  We believe that every customer should have the ability to choose the vehicle that best suits their needs, thats why we offer a variety of vehicles. We classify our vehicles as either a certified vehicle or a value vehicle. A Shift Value Vehicle is one that *** have been **************** a little extra than our Shift Certified vehicles, but still passes our safety inspection. Additionally, Shift Value Vehicles are sold as-is, whereas a Shift Certified Vehicle comes with a 30-day/1,000-mile Limited Powertrain warranty. If a customer is dissatisfied with the vehicle that they purchased, they *** return it within our 7-day/200-mile return policy window. Making certain that the purchased vehicle is right for that customer is a must, and we are pleased to do anything we can to aid in this goal.

   

  Upon further review of your account, we are able to confirm that a customer experience supervisor has been in contact with you with next steps. Your current mileage far exceeds our return policy limit. Our team of skilled service advisors has requested for this vehicle to be brought into our Whittier location for evaluation and repairs. Per the signed Limited Powertrain Warranty contract, Shift holds the right to determine where repairs, if any, will take place. We have attached this portion to this response.

   

  We appreciate all feedback, and a team member will be following up with you to proceed with scheduling an appointment. 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18474430
  
  I am rejecting this response because: Vehicle has left me stranded, I've been trying to get in touch with Shift and music just plays and plays and nobody ever picks up the phone call. Vehicle started to shake and just stalled while driving on the highway. I have been trying to get this resolved for weeks and Shift has not made any effort to repair vehicle, I'm so frustrated I'm looking for legal representation, it looks like shift has a bad reputation of doing this with a lot of the vehicles they sell. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/19/2022

  Hello Christian,

   

  We appreciate your feedback. Upon further review, we are able to confirm that Shift offered to evaluate and determine what repairs were necessary. Before our technicians were able to finalize the evaluation, the customer chose to take the vehicle. This voided assistance. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18474430
  
  I am rejecting this response because: Shift had vehicle at their Whittier Hub for almost five days, the last few days I followed up for an update they kept telling me the same, that technicians couldn't find any codes on the car's computer and that when the vehicle was started it started normal, I picked up vehicle because at that point I felt that Shift had no intentions on repairing vehicle. Went to the hub Friday December 16th, gentleman at the front desk advised to wait for a bit as they only have 1 tech working at the hub. Vehicle was brought out to me, car stereo had been adjusted with highest level of bass and treble, my iphone cable is missing, tow hook was also not placed back in the vehicle. Diagnostic computer was plugged in Saturday morning (December 17th) with codes indicating there is a misfire on cylinder 1, cylinder 2, and cylinder 4 attached a picture of the worn out spark plugs. Reached out to Shift to inform them and as always no response since they like to refuse to reply or help anyone unless they're selling anything. Geneva from Support promised a $250 **** GiftCard for the trouble, attached email for proof, as of date nothing has been sent. I've bee trying to get things done right, but Shift has refused to do anything right. As of date, I've been having to pay for repairs/parts out of pocket. Shift has not tried to compensate me for the trouble or the repairs. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/25/2022

  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.

  November 14, 2022 I was sick in a hotel with Covid, I had time so I started looking for a new car, my son totaled mine the month before and Ive car less ever since. I applied for financing and also had a pre approval from my previous bank. I found a great car, paid the $250 to get going. Started the process got and offer with gathering documents. I gathered what I could through being sick and the inky thing keeping me going was that I would be getting my new car! I had to prove income, residency, for not only myself but my dad. They text and emailed me, giving me time perimeters that I satisfied even though I was so miserable sick, I went to my mom and dads house because I needed a co-signer, etc. so my mom is faxing and photographing documents and they arent good enough. So I edited and brightened things or like modified scanned documents into one PDF. And then, they just dont send my info or my finalized stuff to my bank. It just stopped the whole process. As you can tell my credit is limited, but I had a stroke last year and Im strugglingthe car I HAD was only 3 months old, buying a new car when your credit shows a financed one is impossible. I got a weird message and called the finance company and we called shift on 3 way and asked them why they hadnt submitted and the guy literally said that they didnt want to work with me or my bank and then he just muted or something and said nothing more but stayed on the line. So when I got off of the call, that did nothing for me, and called him he would answer and place me on hold immediately. And then the completely blocked my calls. The car I paid to buy is still pending, Ive gotten emails that the price was dropped, they email me daily but I cannot call them and they dont respond to my emails. I want my money back! I wanted to buy that car! Im ****** they wasted my time. I had to go and run my credit again and start looking again! So frustrating and how do I get my money back?

  Business Response

  Date: 12/02/2022

  Hello ******,

   

  Thank you for taking the time to reach out to Shift. Due to the sensitivity of your case, our team has reached out to you directly. 

• Initial Complaint

  Date:11/23/2022

  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.

  On November 21 2022 we bought a car online with Shift. I flew from ******* to *** then took an Uber to their ******** hub. The car was empty so the employee filled it up and assured me it drove good. I then proceeded to drive it home (376 miles) but once traffic started moving the car would not go over 60mph o. The freeway, the check engine light came on and I proceeded to pull over in ******* **. There I waited on hold for an hour with customer service, I then decided to put the hazzards on and take backroads back to the ******** hub where I origionally picked up the vehicle. The employee at the counter would not let me speak to a manager and was claiming to search for a different car for me. He attempted to get a hold of customer service but was unsuccessful. After 2 hours of wasting my time he said his manager would be out shortly. 15 minutes later another employee, claiming to be the manager, came and asked if he could take the car for a drive and he would be back in 10 minutes. He never returned with the vehicle. The 1st employee stated they could get me a Lyft back to the airport once his manager returned. I made a decision to call an Uber as it was already 3pm and had my wife purchase another plane ticket to get me home. We were unable to get in touch with anyone in customer service. We proceeded to drive to ************* to their corporate office on Wed 23, 2022. They were closed, we drove to the ******* Shift on merritime Ave. And they tried customer service but had no luck. On our way home we got ******** from sales on the line and she stayed on the phone with me until ******* from customer care called me. ******* told me to find a different vehicle that I had 10 days until it would show on my credit. We just want a full refund of our **** deposit and 450 in travel expenses in addition to the ****** in full coverage insurance we had to provide. Or if they could get us a car with the same terms. They have ruined Thanksgiving and disrespected our family.

  Business Response

  Date: 12/02/2022

  Hello *****,

   

  Buying a vehicle is an exciting time. Shift strives to ensure that every customer's experience is exceptional and positive; we are disappointed to hear about your experience with us. Shift's priority is the safety of our customers. We thoroughly inspect every vehicle in our inventory.

   

  Our return policy is in place should you need to utilize this option, and we stand by it. Upon further review of your account, we can confirm that our teams are working to ensure this return is completed. A team member will be reaching out to you directly for a follow up.

   

  Thank you for bringing your experience to our attention. Shift holds a high standard for each of our customers experience, and we deeply apologize that this expectation was not met. We can assure you that this is not a usual customer experience, and we will be looking further into this incident.

  Customer Answer

  Date: 12/03/2022

  Complaint: 18458758

  
  

  I am rejecting this response because: after finally getting through to customer service and being told by *** that I would not be compensated for my travels, I told them that all I wa t is for my wife to be in a car. Clearly there was no inspection of the vehicle prior and then after finding a different vehicle they wasted my entire Wednesday as after making a deal with them to purchase a different vehicle , they had the nerve to ask me for an additional ****** to have this second car delivered. I told them during this second deal I would not pay another cent soI feel they continually tried to deceive us and I want every cent back that we spent with them . Worst experience of our lives. Had to borrow **** to put down on our new car with carmax which was the best buying experience we have ever had.  

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 12/13/2022

  Hello *****,

   

  Thank you for this feedback. Shift does not provide travel compensation for customers that travel to pick up a vehicle. There will be no refunds for travel. Thank you for your patience as we worked through our return process!

  Customer Answer

  Date: 12/16/2022

  Complaint: 18458758

  
  

  I am rejecting this response because: we received our initial response from shift in the form of the attached email stating before we were to receive our refund, we will receive a ****** good faith payment in the form of a credit card or deposit to our account , which we received and that they were sorry for the inconvenience. That would mean that shift was to refund us our ******* payment within 10 days. We received our refund finally of only 4****** which was ****** short of what we expected and were told in writing. It took over 3 weeks to get our money back and not in full. We were called by shift to go ahead and book the flight that the car was I ******* and ready for pick up when clearly the car had not been touched , otherwise they would have heard the transmission scraping inside. We will except ****** dollars of which was agreed upon , however if I did not want to waste another holiday fighting with this horrible company, I would expect them to compensate me the ******* dollars for my expenses and also a good faith payment for continuing to waste my time. Disgusting customer service and I have never been treated more poorly.This has and continues to cause us mental anguish as we were unable to attend our families Thanksgiving feast and this company has no disregard for family or customer service. 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:11/21/2022

  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.

  I received delivery of the vehicle from shift on 10/28/22. After driving it for a short period, I noticed a grinding/clanking noise happening when I turn. On 10/31/22, I took it to a shop nearby to do the full inspection that I was told SHIFT provides prior to delivery(I have a full inspection report if needed). There we multiple issues that needed to be addressed asap before the vehicle was reliable and safe. Ball joints wore out and needing replaced, Front and back brake rotors and pads need replaced, moisture in brake lines, clicking noise when turning which indicates possible axle/dif issues(requires more diagnostics to find the exact fix that is needed). This is only a couple things from the inspection report that was found.On Nov. 1st I got in contact with **** and let her know I was needing to possibly swap it out for another vehicle because It's within 7 days/200 miles. She said she would get ahold of her manager. The next day I received an email requesting a photo of the odometer reading and reason for return to initiate the process. I did so that same evening. I never received an email response or phone call. I called everyday from Nov. 3rd-Nov. 8th and waited on hold for sometimes in excess of an hour before being asked to leave a message and someone would call me back. I've left a message with them on each occasion without ever receiving a call back. I decided I would not be swapping for another vehicle since you can't get ahold of them and they ignore emails. On 11/8, I finally got through to *****. Said they were severely understaffed and apologized but said she would have car picked up and email me some forms. Random guy called me on 11/16 and said he was waiting outside of my house to pick up the car. I had my daughter verify the *** and gave him the keys.To date, I have not received the "forms" or any call back or email response.I am requesting my total out of pocket expense of $2,982 and for the loan to be handled w/o penalty

  Business Response

  Date: 11/26/2022

  Hello *****,

   

  Here at Shift, we want to ensure that every customer receives a great, safe vehicle. Taking steps to ensure that every customer receives this is something we love to do. Making a well-informed decision that is best for you is how we love to help.
  
  
  Every vehicle in our inventory has passed a safety inspection. These inspections are required to meet national standards for safety. This is not just for the buyer, but also for the benefit of all those involved with the vehicle. Additionally, cosmetic defects can be posted on the vehicles online listing.
  
  
  If a customer is dissatisfied with the vehicle that they purchased they may return it. This is why we offer our 7-day/200-mile return policy. Making certain that the purchased vehicle is right for that customer is a must, and we are pleased to do anything we can to aid in this goal.
  
  Upon further review of your account, we are able to determine that the return process is currently in process. The return documents have. been sent a few times to the email on file. A team member will reach out to you with an update. 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18446375
  
  I am rejecting this response because:

  Emailed this after finally getting a response

  From: *****************************' via Shift support [**********************************]
  Sent: 11/23/2022 1:46 PM
  To: **********************************
  Subject: RE: Vehicle Issues
   
  Got through after a moderate hold and talked to Sage, said the forms were E-mailed out on 11/9.  I've just confirmed that they weren't.  She stated they were going to send them again and against my belief, I accepted that before verifying they got sent.   I never got the "re-send".
  
  I called back and just hung up from being on hold for 2 Hours and 29 minutes. 
  
  Text the forms to me if you have to!    I signed over 5 forms when I BOUGHT the vehicle within a 10 minute period and got them back and processed.
  
  This is ridiculous, do better!   Your associates would appreciate it!  They don't like working like this, I can assure you!
  
  Sincerely,
  
  *****************************

   

  **** PS. No response since this email - 11/29/22 5:36 Pacific 

  Business Response

  Date: 12/02/2022

  *****,

  
  Thank you for this follow-up. Upon review of your account, we are able to confirm that the necessary documents have been signed. Our team has processed all necessary refunds, and funds take approximately 5-7 business days to reflect on your account. Thank you for your patience as we worked to resolve your concern. 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18446375
  
  I am rejecting this response because:

   

  My total out of pocket expense was $2,982 from down payment and deposit.  I was refunded $2,732.  On 11/24/22, because of the delay in response and handling I was forced to make a $190.60 payment to ****************** to keep the account standing up to date.  I still need my $250 deposit, $190.60 loan payment totaling $440.60 to be refunded before the issue is resolved.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/17/2022

  Type:Sales and Advertising 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.

  I purchased a used car LX ct200h from Shift on 10/20/2022. While we started driving the car, we realized that the car has issues with brakes which is known problem from Lexus. I reached out to Shift on 10/25 within their stated 7-day return policy requesting to pick up the car considering the danger of driving it back. It took me multiple emails and phone calls to finally get a response from their supervisor on 11/3 that Shift is working on my return. Since 11/3 I tried to reach out via email and phone and their **************** is simply ignoring all my requests. During this time, the car sits idle on my drive way, creating abstraction. I continue paying interest charges on the loan. This is an unacceptable violation of stated customer guarantees that is communicated on their site and promotion materials. This is the worse customer service experience I had in my 30+ years being a driver and car owner. I request Shift to pick the car ASAP, reimburse my financial charges and any associated fees.

  Business Response

  Date: 11/25/2022

  ******,

   

  We truly apologize for any inconvenience you may have experienced with us. Thank you for taking the time to share your concerns with us. We stand by our 7-day/200-mile return policy. We believe that a customer's car buying should be a hassle free experience, which includes the opportunity to decide if their vehicle works for them.

   

  Upon further review of your account, our team will be reaching out to you with an update and next steps. 

  Customer Answer

  Date: 11/27/2022

   
  Complaint: 18432554
  
  I am rejecting this response because:

   

  None reached out to me yet. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/02/2022

  Hello ******,

   

  Upon review of your account, a team member will be contacting you Monday, December 5, 2022.

• Initial Complaint

  Date:11/14/2022

  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.

  Purchase and Return Support:Its been more than 3 weeks and no customer support to talk and resolve the issue or return the car.I have bought the car looking online on their website. Sales and Delivery process was very easy and smooth. After receiving the car i took it to the dealer for a inspection and found issues which are very visible and missed by the 150 point insepection Shift stands by. So i reached out to the Purchase advisor, support and returns support phone line but all of a sudden there is no response. I want Shift to fix the issues or take the car back within their 7days or 200 mile warranty. But no response and i have no choice but to let the car sit in the drive way hoping to hear from them. One of the early support guys raised a ticket and told me they will get back but its been 3 weeks and now their support phone line is closed. I have no car to drive and no direction on how to resolve this issue. Even a basic company would respond to emails or someway to resolve the issue but this Shift support is very bad and no update or steps to return or fix. This is really a very bad experience and frustrating. I hope they read this and resolve or future customers be aware of this issues make a better decision.

  Business Response

  Date: 11/21/2022

  Hello *******,

   

  Shift's priority is customer satisfaction. We aim to create a seamless and comfortable buying experience by providing quality vehicles.  

   

  All Shift vehicles undergo a safety inspection to ensure our customers are purchasing safe, quality vehicles that you can trust. Our Shift Certified vehicles are equipped with a Limited Warranty, whereas Shift Value vehicles are sold as-is. These vehicles are **************** and can include minor cosmetic flaws. This allows us to offer you the best price, however, just like all of our vehicles they go through a safety inspection and meet safety standards. 

   

  Our customer support team works diligently to ensure our customers concerns are addressed. Shift holds a high standard of customer experience, and we apologize if these expectations were not met. Thank you for your feedback; our teams are working to ensure your case is resolved in a timely matter. A team member will be reaching out to you directly with an update.