ComplaintsforShelor Motor Mile, Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a very bad experience with Shelor Automotive service center in **************, **. We took our car in for an airbag recall and it was returned with a crack in the lower passenger side windshield. They claim they did not do it. And I can guarantee it was not there when the car was left with them. However, I can’t prove it. The tech who worked on the car is not telling the truth and said it was there. ***** ******* who took the car said he does not recall, he does recall a small star bust rock hit on the windshield (which has been filled) but nothing else. Basically Shelor specifically ***** ******* are refusing to take responsibility . I would like to know what recourse I have. I really think they should make this right because it happened while they had the car. I took it in on Tuesday 2/20/24, car was repaired on 2/21/24 and was not finished for us to pick it up by their closing time. So the car was in their lot until 9:00 on 2/22/24. I know for sure it happened while the car was on Shelor Property. I don’t know how, but it was not there when it was dropped off. It is their responsibility to replace the windshield it should not fall back on me to replace.

  

  Business response

  02/28/2024

  After reviewing the service that was completed on Mr. *********** 2009 Subaru Forester we feel strongly that we did not cause the damage to the windshield. No portion of the repair process included removing parts that are attached, or adjacent to the windshield. Our policy is to inform all customers that we are not responsible for damage that occurs from the customer’s vehicle being left overnight. Although we are not responsible for the crack in the customers windshield, we offered a $100 goodwill gesture towards the fix or replacement of the windshield. The customer spoke with our Service Manager regarding this on Monday and let us know that she planned to contact us on Tuesday, 2/27, but we have not been able to speak with her yet. We consider this matter closed.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Took our Jeep for starting issue to Shelor service dept. was told it was covered under warranty. Then was advised it was battery on two year old jeep. Agreed to pay against my better judgement. The hit with diagnostic charge and rental fees which started as loaner car 700.00 for battery replacement basically

  

  Business response

  12/20/2023

  This customer brought their 2021 Jeep Wrangler Unlimited (VIN ending ********) to our Service Department on 12/13/23 stating “vehicle is having difficulty starting and there is an auxiliary not available message displaying.” Some specifics provided by the customer included having to jump start the vehicle and the auto start having intermittent issues.When the car was dropped off, the Service Advisor reviewed the customer’s concerns and obtained a signature authorizing the diagnostics of the concerns and picked up a rental car at a rate of $35 per day. During this interaction, the customer was informed of his responsibility to pay the costs associated with the repairs if the repairs were not covered by the warranty and that those costs include the diagnostic hours and rental car charges.After diagnosis, the battery was found to be discharged and unable to be charged. The customer was contacted by text and informed that the battery was not covered by his warranty. The customer agreed to having the battery replaced. The customer’s vehicle was ready for pickup on Friday, 12/15/23. When the Service Department spoke with the customer, the customer said he would need to wait until Monday to pick up his vehicle and return the rental car.On Monday, 12/18/23, the customer returned to pick up his vehicle and was upset regarding the rental car costs. Multiple managers spoke with him during this time and explained the charges. Ultimately one of our Service Managers agreed to cover two days of the rental car charges and the customer seemed happy. When attempting to collect payment for the services provided, the customer then became combative regarding the diagnostic charges and attempted to refuse returning the keys to our rental vehicle. The customer did return the keys to the rental vehicle when the Service Department informed him that law enforcement would be involved if he continued to refuse to return the keys.Based on the customer's approval and authorization of the repair, we consider the matter closed.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of 1st Appointment: November 3, 2023 at 8:30AM; Picked Up: Monday, November 6th, 2023 at 5:45PM. Original appointment was to repair one (1) tire that had a small piece of metal in it (pictures of PSI from sensor are available). Once Shelor checked the tires, they noted that all tires needed to be replaced due to low pressure. We agreed to purchase four (4) new tires. Shelor then confirmed that the car was ready for pick up after 5:30PM on Monday, November 6th. The car was driven on the interstate from *** to Exit *** (*******) - car mileage/GPS can confirm route. The next morning, tire pressure was low on the left, front and right, back tire. We immediately contacted Shelor and was scheduled for an appointment the following day (November 8th at 9:00AM). After reviewing the tires, Shelor confirmed that one was not sealed properly and that the front left tire had a crack in the rim which was resulting in a pressure leak. We requested information/pressure test reports to confirm that the rim was not cracked during the tire replacement and was cleared before the car release - Shelor was unable to provide this information as they stated that "it was missed" during the inspection and that they would be willing to reduce the labor cost for a rim replacement due to the miss. If the rim was cracked during the tire replacement, we would like Shelor to replace the rim.

  

  Business response

  11/27/2023

  Our Service Manager, ***** *****, has spoken with this customer regarding her concerns. We apologize for the lack of explanation while the customer was onsite, and we are taking steps to solidify that portion of our process.For reference, when a wheel has a tire installed on it a tire changing machine is used. Part of the tire machine includes a protective plastic cover that goes between the wheel and the machine. That protective cover is in place to take any damage from unforeseen movement of the assembly and would have been damaged along with the wheel if the tire change had caused the damage.While we missed the explanation when reviewing the need for a wheel, the customer was understanding of the information when it was presented. We have offered the customer assistance with getting a replacement wheel from either the manufacturer or an aftermarket source; whichever option the customer chooses, the wheel will be sold at cost. We are glad to have the opportunity to make this situation right and look forward to helping this customer with all her future needs.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Vehicle was taken to Shelor due to the engine going into low power mode and stating engine malfunction. I was texted and told it was repaired it was a “knock sensor” and it was replaced due to a recall and there was no charge. I went to pick the vehicle up and it had several error lights that were not there and didn’t sound correct, the vehicle was left and I let them know my concerns. I was told the vehicle was fixed, so I went to pick said vehicle up over a hour away from my home. I got into the car and drove and the car went back into engine failure, I was on the interstate and almost got into a wreck. I managed to get to the side of the road and a gas station and called Kia Shelor Service. A female answered the phone, I told her I just picked up my car you guys said you repaired and it just broke down doing the same thing, she said hold on, spoke to someone and said “we are coming to get it”. I left the keys and they picked the car up (never called me to confirm they did). I was then 2 weeks later told I owed a $175 tow fee. I explained no one said that to me, no one even asked if I wanted a tow, she just said they were coming to get it, I also told them they need to review the call since they claim they are recorded to verify this. They did not fix the vehicle and therefore even if I had been told about a fee I should not be liable since they clearly did not correctly diagnose the problem. I finally had to take my car elsewhere and they refused to give me the vehicle or keys until I paid the tow fee in addition to the work agreed to pay for. I was never informed of the fee nor did I request them to pick up the vehicle, they told me that they were coming to get it. I could have easily gotten the vehicle back there through other methods

  

  Business response

  09/12/2023

  The customer’s vehicle is a 2016 Kia Optima with approximately 110,000 miles. The manufacturer’s warranty has expired, but they authorized a special coverage for a bearing clearance test which we completed. After that test, Kia determined that any further diagnostics would be at the customer’s expense. When we relayed this information to the customer, they declined and picked up their vehicle. Five days later, the vehicle was towed in, and the customer authorized the diagnostics at that time. We diagnosed repairs needed to the manifold/catalytic converter and that the serpentine belt needed to be replaced. The customer declined all repairs. With regards to towing, it was a service provided to the customer and those services have a charge associated with them. We consider this matter closed.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Shelor Toyota contacted me this past spring requesting to do a valve spring recall on my automobile to which I agreed. I was told the work would take 2-3 days. I didn't get my car back for over a week. As soon as I started the car I heard a ticking noise never heard before but ignored it thinking it was just new parts. This past Saturday 8/5/23 my car stalled at 55 mph on my way to work. I missed work incurring attendance points and paid a tow truck fee of $95 to get towed to Shelor. Shelor Toyota charged me $140 to tell me what I already told them which was the motor had a knocking noise. They subsequently charged me $350 to analyze my oil. They now say my car needs a lower block due to wear on the crank bearings which of course is speculation since the bearings cannot be seen. The evaluation of the oil showed particles in the oil they say. The lower block I imagine is very expensive possibly $8500 from online accounts and I still owe on the car loan! There are many documented cases of this exact failed valve spring recall scenario online. I plan to speak with the US Toyota headquarters tomorrow 8,/11/23 to ask for help. I also plan to inform ****** of the claim that the car failed at less than 100k miles. ****** manufacturers the motor but the car has a Toyota brand name. I never had one problem with the car until the recall work was performed. The manager ***** would not even look me in the eyes when this past Monday when I talked to them about my thoughts that the failure could be related to the recall. I don't have another vehicle to commute to work and I am paying the dealer for rental car. Please help me. I don't have the money for this and it is due to an inept attempt to do the recall by the dealer. Thank you, **** *****

  

  Business response

  08/16/2023

  The dealership’s Service Department contacted Mr. ***** on March 20th for an outstanding valve spring recall on his Scion FR-S with approximately 137,000 miles. Five months after the recall was performed, the customer brought the vehicle back at 149,158 miles and expressed concerns regarding an engine knock. Upon diagnosis per customer approval, we determined that the vehicle needs a new engine. Bearing material was found in the lower end of the motor but has nothing to do with the recall that was performed. When the customer returned to pick up his vehicle, he preceded to cuss out our employees, degrade their physical appearance, as well as speak negatively about us to other customers in the dealership.  There is no correlation with the customer’s engine failure and the recall preformed. Based on his behavior and manner in which he chose to communicate with our employees, we will ask that Mr. ***** does not return to our dealership.

  Customer response

  08/17/2023

  You are dishonest and inept at your attempt to perform the recall.  Because you are not willing to admit your failures I will suffer greatly financially. You have done me a good deed banning me from your property and I seem to have no legal rights to prove what I believe.  All things considered I have to consider it resolved.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****

• Initial Complaint

  07/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They advertise on their online site that battery checkups are free, so I brought it my Ford Transit 250 van to get it done and change my oil at the same time. I called first and it was agreed that the battery checkup was free and the synthetic blend oil change costs $64. She told me I needed to bring it into the Express Lane service, which I did, process took 4 hrs. then I was charged >$131. They said they put in full synthetic and it cost $97.90 so why was I charged $33.39 over that?? They refused to bring the price down and wouldn't email me back on the complaint I posted on their website. They had charged $24 for the "free" battery checkup. This occurred May 17, 2023. I posted a 1* rating on ****** and the complaint and the owner response was that they took care of this! They did not, they gave me nothing!

  

  Business response

  08/10/2023

  When the customer was onsite, one of the Service Managers, ******* ******, spoke with her regarding her concerns. He explained at that time that in normal situations we have a complimentary handheld battery test as indicated by the coupon. The disclaimer on the coupon reads “Visually inspect and test battery using tester. Hybrid battery test excluded. See Service Advisor for details. Offer valid with coupon. Expires 12/31/23.” The battery on the customer's vehicle is located under a seat and requires more time to access and test and is the reason a charge was applied for that service. After she had left the dealership, the customer filled out a 1 star ****** review alleging that we would not discuss the charge with her. We had a second manager, ***** ********, reach out to discuss the customer’s concerns and review the charges. The customer asked for a synthetic blend to be used for the oil change, but due to an error, the oil change was completed with a full synthetic oil. Due to the error with the oil and the misunderstanding on the battery charge, ***** sent the customer a voucher for a free oil change. We consider this complaint closed.

  Customer response

  08/10/2023

  The response by the business regarding this complaint is all incorrect.1. There was NO COUPON  required for the free battery check. As I stated and sent them the link from their own website stating, Battery Checkups are free and it stated NO particulars of which are and which aren't. The vehicle I brought in is NOT HYBRID and before the testing, I was told nothing about getting charged for a test because the battery was under the seat instead of under the hood. Of course if they were going to charge me for something that's supposed to be free, they must state so before doing it and ask the customer if they still want it done. The answer would have been NO! Batteries Plus would do it for free! 2. The guy ***** called after I gave them the 1* review and offered me a free oil change, I said no, I wanted my overcharged amount refunded back on my credit card. The vehicle won't need another oil change for a year and I don't trust that anything there would be free....as they say so online, then make up an excuse to charge you. The guy said he'd call me back the next day to let me know if I could get a refund, but he didn't. I waited several days then called him back, no answer, I left a message, no return call. I called again in a week, still no answer and I left another message, no call back. I tried emailing their complaint dept. email address given online and it goes to Shelor Chevrolet, not the "Express Lane" service, so again, no response. So no, I received NOTHING back regarding that charge for "free service" and overcharge on an incorrect oil change, in spite of the fact it took 4 HOURS to get my van back.  Regards, ********* ******

  

  Business response

  08/24/2023

  ***** *****, one of the Service Managers, spoke with this customer at greater length and covered the following:The coupon for the free battery check may be found on our website at: ******************************************************************both locations have a disclaimer. The customer is referencing a line in the paragraph regarding how to know when a battery needs to be replaced, "If you have any concerns, Motor Mile Ford offers a complimentary computerized battery test." In this case, the battery test was still complimentary even though the customer did not provide the coupon as listed in the disclaimer. As we explained on the phone, the labor charge was for the work to access the battery to be able to perform the test.After reviewing all charges on the customer's repair order with them, our service manager refunded $24.We consider this matter closed.

  Customer response

  08/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and decided that this resolution is okay.  I waited for the business to perform this action and, it did. The refund for the battery checkup of $24 appeared in my account last night. Regards, ********* ******

• Initial Complaint

  07/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a new 2023 Toyota Highlander XLE Hybrid from Shelor Toyota on December 10, 2022. At that time, they told me that they did not have the 2nd (spare) key available for the vehicle and that these would be mailed to us soon. Since that time, I've gotten zero correspondence from this dealership or Toyota about this problem. I've reached out to the salesperson at the dealership a couple of times and I received the same canned response that they should go out next month.. which of course they did not. I'm just asking that they deliver this spare key (it has been 7 months) or provide me with a check for the value of the spare key if purchased new.

  

  Business response

  07/07/2023

  ***** *****, the Toyota Sales Manager, spoke with the customer this morning regarding is frustrations waiting on his second key. ***** explained that Toyota is maintaining a list of all customers needing their second key as the parts become available, but that Toyota does not share that with the dealership and that is why we had not been communicating with him regarding the key. Per the most recent information available to our sales team, this customer should receive his second key in August, but this estimated delivery is subject to change by the manufacturer. After speaking with the customer, both the dealership and customer have the same understanding of the situation and the customer has ******* contact information to reach out with any other questions or concerns.

  Customer response

  07/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *Vehicle is a Kia Rio 2022 purchased new on May 2022 *Amount paid was slightly over $21,000. Paid in full at point of sale. *The business committed to provide a sustainable vehicle. *The business has attempted to resolve my problem but is now refusing, with knowledge that the defect is covered under my warranty *All account information is attached in the documents below I purchased my Kia from Shelor Motor Mile on May 2022. After purchasing the vehicle, the sales manager observed my car malfunctioning yet dismissed my concerns and let me leave the dealership knowing that the car wasn’t functioning properly. The first time I brought my car into the service center to address my audio/radio display screen unit defect was in early April 2023. It was kept for a day to run tests and diagnoses. The next day when I went to get my car, the Service Center Advisor **** *****, told me that they couldn’t figure out what was causing the issue and advised me to “wait for the issue to get worse, then bring your vehicle in so that we have a better chance at having the issue replicate” After several phone calls between the dealership and the manufacturer, the dealership reached out to me and agreed to purchase the replacement part. A week later, I was still experiencing the same issues as before. I reached back out to the service center to bring my vehicle back in so that they could run more tests. The day after dropping my car at the dealership, **** ***** called me to inform me that the service center ran all of the tests they can, they don’t know what’s causing the malfunction, and stated that they were no longer able to assist me. I argued that this is a manufacture defect that needs to be resolved while my warranty is still active, but they refused. After asking repeatedly for the manager’s name and contact , they not only refused that information but also hung up on me and refused to return my phone calls. They are currently breaching my warranty/contract

  

  Business response

  05/24/2023

  On the first visit to our service department, the customer asked to speak with a manager. At that time, the service lane manager for Kia was not available, so the general manager over all service lanes, *****, spoke with the customer. As the screenshots provided by the customer show, our Service Manager ***** has been in contact with the customer several times.The technicians were unable to duplicate the issue reported when it was first brought in for the issue at the beginning of April. We replaced the radio May 12th when we were able to duplicate the concern. On her return visit on the 22nd, the customer informed us that the cruise control is not functioning correctly and has stopped working four to five times since she bought it. After multiple attempts to duplicate the two concerns, everything is functioning as intended by the manufacturer. After relaying the information to the customer, the service department was told the concerns present on her 40 minute commute. After obtaining customer’s approval, we had a Kia Certified Technician drive the vehicle overnight 45 minutes each way. All items functioned as intended during both test drives.When the customer came in to get her vehicle the lane manager offered to ride with her so the customer could help demonstrate the issues, but the customer refused. We have suggested taking the vehicle to another Kia service facility for a second opinion or further diagnostics. At this time, we are unable to duplicate the customer’s concerns and Kia will not authorize additional repairs that cannot be found.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought the 2015 Dodge Ram 1500 in October of 2021. Few weeks after purchasing my temperature gauge was fluctuating but never crossed completely over halfway mark. as well as the blender fan on the a/c had broken. They brought the truck in and fixed the a/c and I was told they ran an inspection throughout the cooling system and was informed everything was operating normally and no issues were found at all. Noted the thermostat has fluctuated since being inspected I was just told "it was normal". Fast forward to present March of 2023 I was out of town for my birthday my truck temperature shot all the way over to hot as I was just idling in a drive through. I continued to drop my truck off at the nearest mechanic shop where I was informed either the previous owner or dealership had run copper stop leak through my cooling system trying to fill a crack in the radiator. Therefore, I was highly aggravated after Shelor Motor Mile was to have supposedly inspected my entire cooling system and found no faults. The damages found at the ********* Auto Shop are replacing the radiator, thermostat and possibly water pump with a bill of estimated $1,200. Further inspection of possible engine damage due to the stop leak that was ran through my system, the extended warranty I had purchased for $2,000 could be voided. My main complaint is to ask if a simple crack in the radiator and the stop leak substance was in the truck at purchase and at inspection from the dealer why wasn't it found at the time an inspection on the cooling system when brought back in October of 2021. Of course, when asked they have no idea what I am talking about. I completely understand I have owned the truck for over a year and have drove it many miles since in which the problem could have happened at any time since. Why wasn't it found when they did a full inspection of the system at a few weeks after purchase. Thankyou.

  

  Business response

  03/29/2023

  One of our Service Managers, *****, called and spoke with the customer. As the statement said, this customer purchased their vehicle in October of 2021, but we have not seen the vehicle since selling it nor do we have any service records for it. When we spoke with the customer, they said they had no problems with the vehicle until recently. Per the customer, the problem has already been repaired, but they have no pictures or invoice of the completed repairs. At this time we cannot provide any assistance in this matter.

  Customer response

  03/29/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******** ********** I did indeed bring the vehicle back few weeks after purchase for a promised inspection of the cooling system. I was told there was one done but in recent phone calls I was told it was only test driven. I was told by their service department there was no problems. I drive the truck off the lot day one of purchase unaware my power train warranty was voided because of the issue that has now arose from the stop leak being ran through it. That is my main concern. Further more the time from purchase I returned the vehicle twice once for the inspection of cooling system once for the ac unit. Nothing was informed to me about any problem but they also didn’t inspect it as I was told from the beginning. My main concern is a voided warranty I paid out of pocket for.

  

  Business response

  04/12/2023

  The extended service contract purchased by the customer is a named item coverage policy. The customer's policy is powertrain only and limited to vehicle parts and other items as listed in the policy. In particular, radiators are not a covered item. We do not know who told the customer the service contract was voided as it has not been. The service contract is still in effect according to the provisions setup at time of purchase (4 years from date of purchase 9/9/2021 or 48,000 miles from inception mileage of 87,712).

  Customer response

  04/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******** **********

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Shelor told me that I needed new rear brakes and rotors on or about 01.25.23, which they said would cost $436 including taxes. I drove the car home, which is within two or three miles or less, of the service center. I didn't drive my car for a week or more. When I did drive it, I noticed that the rear brakes were squealing. I disregarded out the first time, but a week later when I drove my car again, I noticed it again. I took my car back to Shelor yesterday. The service personnel told me that my rear rotors had gone bad and that I needed new rotors and began to quote a price. I stopped them and told them that they had just charged me for new rotors. The representative told me that the would put new rotors on now, side-stepping that they had defrauded me the first time, causing me two visits. When I took my car in last night, they also told me it would be $130 to update the software. When I talked to them today, they told me that the $130 however this was per hour but the update was a big one which would take two hours. Two hours of labor are not required even if the update is running for two hours, which I don't believe. The labor will be checking it for about fifteen to thirty minutes. The issue with the brake rotors was outright fraud.

  

  Business response

  02/17/2023

  We replaced this customers rotors on 7/23/22, she came back because her brakes were making noise, then came back Tuesday RO#******(Toyota) for same concern and said that we never replaced them because they were still making noise. She said they shouldn’t go bad that fast. When she came in 2/15/23 she wanted to see the old rotors. The service manager showed them to her in the parts department labeled her name, ready to go back for parts warranty. Per service manager, the customer is now fine, thanked him and apologized for the google reviews and the BBB complaint. If the customer has any concerns, we are happy to speak with her again.

  Customer response

  02/21/2023

  This is 100% resolved. The person who communicated to me that the rotors were bad after they had been replaced, was likely incorrect when she said what were the new rotors supposedly replaced the first time, were burnt. Either way, Shelor has gone above and beyond to try to resolve this and I do have the be rotors now. They apologized for the miscommunication that led me to believe they hadn't been replaced the first time as well as have be a partial refund in the service as a whole. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *********

*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. ↩