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:10/21/2022

  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 bought a 2014 ****** from Shift and picked up the car on 10.13.22. There were immediate issues and after being told by a mechanic that the car would need significant repair I returned it on 10.15.22. I paid $2000 in deposit that has not been returned. $1750 was paid via bank transfer and $250 was paid via credit card. In addition, I used ************** to finance the car and Ally has not been informed of the cars return to Shift. I would like to have my deposit returned as well as my loan cleared. In addition, I would like the transaction removed from my credit report.

  Business Response

  Date: 11/10/2022

   

   

  Hello, 

   

  After further review of your account, we can confirm that you did indeed return the vehicle. All refunds were sent off via Stripe ACH transfer on October 19th, *****. I have attached receipts of refund transfer for your reference. Please reach out to our support team for any further questions or concerns. 

• Initial Complaint

  Date:10/20/2022

  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.

  On July 4, 2022 I bought a 2011 Audi A4 Quattro from Shift Technologies **** Its been in and out of the shops ever since. They had it for around a month shortly after I bought it to do some work. Turns out that the vehicle needs a new engine as this one is extremely bad from years of neglect. It is going to cost around $15k to replace the engine and all other components that have failed. I would like to return the vehicle for this reason, as engine damage to this extent should have been caught by their claimed ************************************************************** to replace the rear main seal and vacuum pump. I have missed multiple days of work and spent a lot of money trying to get this car running and am extremely upset that a company would sell a defective and dangerous vehicle such as this one. I have tried reaching out to shift via phone number and their customer support email and can not reach a single customer service representative. My mechanic from ************ in ******* ********** stated that the engine is severely damaged from years of neglect and should not have been sold. It appears as if all of the vehicles codes were simply cleared before the sale of the vehicle.

  Business Response

  Date: 11/10/2022

   

   

  Hello, 

   

  Our records indicate that a Specialist is currently working with you on your vehicle concerns. We have been in active communication with the shop that your vehicle is currently at. We have a callback scheduled with them this morning as of November 10th. We will continue to assist you on this matter via the active CS case (Case Number 06401485) we are working with you out of. Please feel free to call our support line at ************ to receive immediate updates on your case.

• Initial Complaint

  Date:10/20/2022

  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.

  I purchased a 2015 Infiniti Q50 from shift on 06/24/22. I also purchased an extended warranty with Veritas through them. On September 24,2022 while I was leaving my school I was unable to brake and almost causing a accident, I took the vehicle to Infiniti on ******** where they satiated it was due to a modified ABS system. Veritas denied it because they stated their contract was now null and void. I contacted shift as they sold me a car with modifications that was not disclosed and an extended warranty that was null and void to fix the issue. The response I got was there is nothing they could do,

• Initial Complaint

  Date:10/17/2022

  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 used 2010 ****** Prius car based on images provided on the Shift car buying website. When I saw the car in person, there were cosmetic damages on the car that were not called out on the website. I called these out to a shift employee before purchasing and they asked me to file a claim to get it fixed. I purchased the car in good faith after employee said they would take care of the aesthetic damage/ discrepancies between website and in-person inspection as long as I file a claim. I asked the employee if this will be resolved even though the contract states that I am buying the car "as-is" and they said "yes."I filed a claim and provided side-by-side comparison images of the car listing on the shift.com website with images of the car when I went to pick it up/purchase.These unlisted cosmetic damages include: rear and front bumper "sag" where the panels are loose with uneven spacing, as well as fade/ discoloration of the "tailgate" of the car.Five weeks later, after runarounds from their customer support team, I am told that I purchased the car "as-is" and that they will not correct the cosmetic damages because of the car's age. I am an Art ******** by trade and suspect that the images on the shift website of the car I purchased were doctored to hide the cosmetic damage that I saw in real life. Upon close inspection of the images, one can observe particles and blurred lines where these damages are.Considering these discrepancies, I believe this could be considered false advertisement of the car. At the end of the day, I just want the car to be repaired and look like the car I fell in love with on their website.

  Business Response

  Date: 10/26/2022

  Hello ****,

   

  We appreciate you taking the time to share your thoughts and concerns. We pride ourselves on our vehicle quality. Upon further review, we are able to confirm that the vehicle purchased is a Shift Value Vehicle. A Shift Value Vehicle is one that *** have a few more beauty marks and miles on it than our Shift Certified vehicles but still passes our safety inspections. We classify these cars as Shift Value cars because we believe they are at the most affordable price for our customers. Additionally, Shift Value Vehicles are sold as-is, whereas Shift Certified Vehicles come with a 30-day Limited PowerTrain warranty. This is noted on the contract signed by our customers at the time of purchase. 

   

  Wear and tear and cosmetic flaws are expected on used vehicles, and these do not affect the safety of the vehicle. Shift Value Vehicles will not be in tip-top cosmetic shape, as they are **************** more than our Certified Vehicles.

   

  Shift would not provide assistance with these cosmetic concerns.

• Initial Complaint

  Date:10/14/2022

  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.

  I bought a car and was told that it had a warranty. The day the guy dropped it off, as he was leaving I turned on the A/C and the car started making funny noises. I told the delivery guy about it and he said to call it in.We'll I've tried to call it in for over a month. I always get hold music for 45 minutes, then it will just send you to voicemail and I've left voicemails many times with no response. I've called the sales line and they answer within half a ring. They always tell me someone will call me back but they never do. Now I have a car just sitting here, because it's making a lot of weird noises and I don't want the car to break down.

• Initial Complaint

  Date:10/07/2022

  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 purchase a car in the Oakland shift and one weeks later the car broke down they sold me a motor insurance at the time of the purchase and they refuse to pay for the services, within a week of the purchase *************** down is unacceptable I contact shift and they told me the warranty was expired, they need to take responsibility and make sure they do a complete check on the vehicles before they put them out for sale, Im requesting the total amount of what I pay to fixing the car.

  Business Response

  Date: 10/15/2022

  Hello ******,

   

  We appreciate you reaching out. We have searched the information provided and cannot find an account in our system matching either the name, phone number, email, or address you have provided. 

   

  Could you please provide the *** number of the vehicle? Or the correct name on the account. 

   

  You can also call our support line at ************ and ask for a Community Engagement Specialist for immediate assistance. Thank you. 

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2012 hundai veloster from shift and on 9/16 for 250 to reserve and **** down on 9/17at pickup. I tried to return the car per my return policy on the 6th day 9/23 to no avail and was able to get a manager to approve retuning it on Monday 9/26. Monday I called and got it started in the process for return, was told it would take ***** hours after them picking it up for a return inspection and my money would be sent back to me within a few business days after that. I had not heard from shift since that day. I have made multiple calls to them for updates in which I finally found out the car was picked up on the 27th but never marked for inspection until I got ahold of someone Tuesday 10/3 for an update and they finally marked it for inspection. At this point they have had possession of the vehicle and my money I put down for a down payment for over a week and cannot give me an estimate on when I will get my money back. I am unable to purchase another vehicle while they are holding my money hostage. When I asked to speak with a manager they told me that one could possibly call me back after 72 hours. I just want my money back at this point and to never have to deal with them again. They failed their own 150+ point inspection and gave me a car that failed to meet their own standards. They sold me a lemon and hoped I didnt figure it out before the return period. I have been refunded 250 as of 10/6. They still have **** of the down payment to return. I will attach screenshots from my bank account showing them taking out the listed amounts above as well as 203 for delivery(was refunded because the car was picked up not delivered) and returning the 203 and more recently the 250. I am still waiting on the rest.

  Business Response

  Date: 10/15/2022

  Hello, 

  Please see attached receipts of refund. Our records indicate that you were refunded in full for this vehicle return. Stripe ACH payment take 3-5 business days to arrive. Stripe reversals can take **** days to appear in your bank account. 

  You have been refunded the $1050.00, the $203.00, as well as the $250.00 non-refundable deposit as an exception in good faith for your experience. 

  Your loan has been cancelled. All add on packages have been cancelled as well. 

  We can confirm a Customer Support agent is actively working with you on your questions and concerns. Thank you. 

  Customer Answer

  Date: 10/17/2022

  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. I am saddened that it took me contacting the BBB for it to be resolved. But happy to have my money back and to never have to do business with this company again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/02/2022

  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 7/11/22 I purchased a 2015 *** 428i, VIN# ***************** from SHIFT ***********, located in ******** ** for $28,050.69 After driving the vehicle home approximately 35 miles, I noticed squealing from the brakes. I wondered if it could be due to new brakes since SHIFT claims to put all of their vehicles through a 150 point inspection and no issues were reported on the CARFAX.07/12 I contacted ********************************** to address my concerns and request the inspections report that was not provided at the time of purchase. 07/16 Still within the return window SHIFT arranged for me to drop my vehicle off for a diagnostic.07/21 SHIFT informed me the issue was with the control arms, this is what was needed for the brakes. 7/30 the vehicle was returned to me with the same issue. I immediately reported the issue to SHIFT. 8/01 SHIFT requested a video for proof and stated the tech found that the noise we heard was not coming from the brakes, but from the front suspension and determined it was from worn lower control arms. Our tech replaced front lower control arms and rechecked, and found the clunk noise to no longer present.8/01 I replied with (4) videos documenting the noise that was initially reported.8/02 SHIFT replied I can assure you I will continue to do my due diligence to ensure your vehicle is repaired to standards.8/05 SHIFT stated Our techs were able to duplicate the noise concern, and determined that even though we replaced the rear brakes when we reconditioned the vehicle in June and resurfaced the rotors, the noise is coming from there. 8/08 Vehicle was returned with the same issue and I contacted SHIFT immediately with 7 videos as proof.8/09/22 - 08/27 I continuously contacted SHIFT and was ignored 9/07 Vehicle returned to SHIFT for 3rd repair attempt 9/17 SHIFT stated issue front brake pads and rotors. 9/19 I requested a refund 10/2 SHIFT has not replied and is still in possession of my vehicle and has been for over 45 days.

  Business Response

  Date: 10/11/2022

  Hello Lady, 
  
  
  Thank you for reaching out. Upon review of your account, we can see that a Customer Support Supervisor is actively working with you to resolve this matter. 
  
  
  Your repairs are now complete and available for you to pick up your vehicle. 
  
  
  If you have any further issues, questions, or concerns, please reach out to us. We are here to assist you. Our email responses are currently delayed, if you need immediate assistance please feel free to call our number at: ************. Our phone lines are open from 9:30 AM to 5 PM Monday through Friday. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18156846
  
  I am rejecting this response because: being that this is the third attempt to fix the same issues with the vehicle I can not agree to the statement that the vehicle is repaired. I have requested all diagnostic and inspection reports relating to my concerns and purported repairs. The check engine light was only said to have been reset. I would like to know why it was triggered. It was also said that the vehicle was driven for 30min and no current brake issues were found. In my experience the issue occurred during stop and go traffic. Arrangements are being made for me to pick up the vehicle, but I can not agree that the concerns have been corrected at this time.
  
  Sincerely,
  
  Lady Gates

• Initial Complaint

  Date:10/02/2022

  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 Used Vehicle from SHIFT with warranty AND extended maintenance warranty. Multiple MAJOR and MINOR Issues requested to be resolved. MAIN ISSUE: BRAKE ARE NOT SAFE AND SHOULD HAVE BEEN REPLACED BEFORE SALE. COMPUTER PARKING program on car does not work. MISSING LIGHT FIXTURE ON PASSENGER DOOR. REAR TIRE NOT SAFE. Multiple attempts to resolve these problems have resulted in no resolution and slow response.

  Business Response

  Date: 10/07/2022

  Hello ***********,

   

  Thank you for providing this feedback to us. We take these concerns seriously. Upon further review of your account, we can confirm that our team is working with you to get these concerns addressed. Your vehicle is scheduled to be brought into our hub on 10/11. 

   

  As a part of the Shift Limited PowerTrain Warranty, we reserve the right to decide where repairs, if any, will take place. All information is noted on the contract you signed at time of sale. Please note, brakes are considered regular maintenance items and are not covered under any warranty. The photos provided are not adequate to determine failure, as technicians require properly acquired measurements.

   

  We appreciate your patience, as we are experiencing a high volume of requests. Our teams are working alongside each other to get the high wait time addressed and resolved. 

• Initial Complaint

  Date:09/27/2022

  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.

  Warning Shift.com 7 day return policy you absolutely must read this!September 9th My Wife found a 2012 328i Convertible License number ******* on ************************** and in order to see it in person and test drive it, told she had to pre purchase it on line and have it delivered. Online the car had a clean car fax and low mileage, Sept 10th the Car was delivered to us.We didnt drive it, just pulled it into garage, a closer look revealed the front end had been in a collision that was never disclosed.Front end of the car was repainted overspray all along the front fenders with signs of buckling as from impact, impact marks on the rear bumper etc. This was not as advertised and immediately contacted shift.com Monday the 12th needed to return the car not because of buyers remorse but because of actual damage and repairs that were not disclosed.Customer service no answer call the sales office and have them transfer you.Contacted ********** office we need to return the car and we drove it to the ********** office ourselves to return it Sept 13th My Wife filled out the *** transfer forms for shift.com to transfer the car back to Shift.Returned the Car exactly as it was delivered to us with only the added miles driven to return it.Filed a release of liability with *** and my wife followed up with shift.com on the 19th received an email saying the loan had not yet processed or title transfer and release of liability not necessary. Transaction being cancelled. That same day Shift transferred the car in to our name.Received Finance Co letter on 24th that was dated the 14th AFTER we returned the car.Talked to *** and Finance company they have referred us to their FRAUD DIVISIONS and reporting it to local authorities. Summary test drive no haggle 7 day return on the 10th, we returned the car on the 13th and they put it in our names on the 19th after it was returned! Today Sept 27th fighting for a resolve to remove Us from Title, Cancel loan, Refund Amex Card, Credit Score fixed

  Business Response

  Date: 10/04/2022

  Hello *******, 
  
  
  Thank you for reaching out. 
  
  
  In regards to your loan concern, as of 9/29 the loan has been cancelled. This can take anywhere between **** days to fully reflect. We ask to please not make a payment in the meantime, as this will make it harder to flat cancel the loan. 
  
  
  According to our records, all refunds associated with the return have been processed. Please allow 2-3 business days for this to reflect in your accounts. If something is missing please let us know, feel free to call our support line at ************ for immediate assistance or reply to the most recent email we have sent you. 
  
  
  The credit score is something we unfortunately cannot fix. When you apply and accept a loan, a hard pull on your credit is ran. There is a 10 day shopping period where we work to find your the best possible rate for financing. This is something that returning the vehicle will not unwind. However, once the account is fully closed, the loan will no longer appear on your credit report after 30 days. 
  
  
  When we reviewed your account, we can see that an Executive Level Specialist is actively working with you to resolve all concerns. We are currently overnighting you documents to reverse the transfer of ownership with a prepaid overnight return label. Rest assured, we will provide a Release of Liability for your peace of mind upon receiving those documents back from you. 
  
  
  We thank you for your patience and understanding. Shift aims to provide the best customer experience and support possible, and we will continue to improve as we evolve as a company. 
  
  Best,
  Shift
  
  
  Best, 
  Shift

  Customer Answer

  Date: 10/08/2022

  Better Business Bureau:
  
  In reference to complaint ID ********,

  Hello and thank you for responding We do truly appreciate it and hope this will be resolved as soon as possible.
  
  As of October 8 My Wife did contact the Finance Company and they did say the account is supposed to be closed on the 29th and it will take **** days for finalizing
  and they said they would be sending us a confirmation of that.
  
  She has Received a Refund for the Deposit, but is apparently still awaiting the delivery fee Refund.
  
  More importantly we did receive the *** transfer document from ***** on Thursday and sent it back out Friday Oct 7th so it should be to Shift by Monday Oct 10th.
  
  Please be aware the Form She filled out is exactly the same as the one we filled out on Sept 13th (attached in complaint images) so you can
  understand out concern for whatever reason that was not processed, so Please make sure this latest vehicle transfer form is expedited for filing with ***.
  
  And if you are able to provide a release of liability and confirmation the car title is transferred out of her name, as you mentioned we would appreciate it as well.
  We will be contacting shift next week to ensure the ***** *** Document was received.
  
  
  Sincerely,
  
  ***************************