Shelor Motor Mile, Inc.

Review: We researched and found online a GMC Acadia through Shelor Motor Mile and spoke with an internet sales rep for the company over the period of 2 weeks. He notified us that we could look at the car but there was currently a recall on some component of the seat belt and until the part came in, we could not actually leave the lot with the car; due to this information we chose to have him keep up updated as to when the repair was made and then we would decide to drive to VA to look at the car. Again, 2 weeks after initial contact, he notified us that it was ready and he would have the car fully ready and waiting for us at a specific time. We did not originally realize the dealership was 2 hours away but decided to go anyway b/c we were having trouble finding this vehicle in AWD in our area. When we arrived, we were connected with one the the sales staff ([redacted]) who gave us the keys and we went on the test drive. The car appeared to drive fine and we generally liked the car, except we discovered the AC did not work. We were a little confused b/c we were assured the car would be ready (and assumed in working condition) since we were in communication with internet sales for 2 weeks. When we arrived back at the dealership, we notified [redacted] that we really liked the car but the AC did not work. His only response was "oh I'm sorry to hear that, is there any other car in the lot that you would like to see?" We were surprised by a sales person not showing better problem solving skills at the moment. We looked around at a few cars and told [redacted] that we were really dismayed to find out that after 2 weeks of communication with this dealership, that the AC did not work and then on top of that we drove 2 hours away to see a specific car, not to look around at other cars. We had to ask him if the shop could take a look at the car and see if the AC was fixable. He said that it was possible, but that in a couple of hours the shop would close and it would likely not happen today. We then discussed the possibility of delivering the car to our house if we even chose to buy the car after the AC was fixed and [redacted] stated that it would be fine. Again, we were surprised that as a salesperson, we had to make suggestions about how to make the situation work out. We also located a large pile of a gummy substance (like gum) under the arm rest of the front seat area and told [redacted] about it. He said that he would personally take care of making sure it was removed. We told him that we knew it was a used car, but he assured us the car would be detailed of course, but that would definitely be addressed. We purchased the car w/ the "We Owe You" specified to the AC and another area and it was supposed to be delivered to our home the following Monday. Monday night rolls around and no car. We call [redacted]'s desk phone and it says that he is on vacation - out of the office. We call his cell and ask him to call us back - we never received a call back. Later Monday night we receive a call from [redacted]'s co-worker who tells us that he is working in [redacted]'s place while he is on vacation and that the car is still being worked on but should be ready around Wed. Car is delivered on Wed. The car is very dirty. Red mud all under every floor mat. Change under all of the floor mats. We found cd's under the 3rd row seat. Greasy hand prints on the passenger sun visors. Dirt on the inside ceiling of the car/interiors. Red mud on the back seats (like shoe prints). And the sticky gummy glob under the arm rest was still there. You could tell that the car had not been detailed and probably became greasy after visiting the shop. We never noticed the red mud under the floor mats initially with the test drive, but we also thought it would be detailed. It was obviously never detailed in the first place after being purchased from the auction = that's why there was loose change all under the mats and cds under the 3rd row seats. Now, there is a loud metal whining sound when backing up and also driving forward (on the driver's side). Just got off the phone from [redacted] who is the GM Sales Mgr with Shelor and he states that the only option is for us to drive 2 hours back to Shelor to have them detail detail/clean the car (for the 1st time) and to fix the car. He said that they will not give us money to get the car detailed locally and/or fixed locally b/c that would be money in another dealership or business's pocket. Also, they will not come and get our car b/c of "liability issues" - b/c they would be concerned about driving our car. Yet, they drove our car to us after we bought it. We are confused. We could go on about several other things, but this was a summary.Desired Settlement: Bring us a loaner car, take our car to be fixed/cleaned/detailed in the original manner it was assured at purchase. Driving to VA (round trip 4 hours and then waiting 2-4+ hours for the car to be fixed/cleaned) is not an option. This was Shelor's error and they need to fix it. We should not have to have it inconvenience us any further.

Business

Response:

This is in response to the complaint filed by [redacted] and [redacted], Sales Manager at the Super Store, has been in contact with [redacted] as well as [redacted]. The customer opted to have the rear brake pads replaced in NC and we have agreed to pay that repair of $143.05. We also agreed to pay $100.00 toward the cost to detail the vehicle and we also agreed to pay $30 toward an oil change. We changed the oil before the vehicle was offered for retail sale, but the customer elected to do it again due to a reading on the vehicle that indicated the need for a change. We apologize for any inconvenience this transaction may have caused Mr. and Mrs. [redacted] and the feedback has been shared with the appropriate Managers and staff. At this time we consider this issue resolved and closed.

Sincerely,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I'm sure they do consider the matter closed seeing as how they get out of the matter as cheap as possible with as little responsibility for the fraud they committed. Selling someone a car that hasn't been inspected is fraudulent . The Sales manager tried to tell me that the car was inspected and also that the oil was changed back around may. However, my wife had an oil light come on a mere two weeks after having it. Also, when I checked the car out myself the oil light said it had 5% oil life left. He tried to write that off as not a big deal. That sometimes those light come on or weren't reset. Yea right. Ive enclosed a picture of the 5% oil light and a picture of the brake that was down to the metal. The mechanic that looked at the car for me told me that those brakes never would have passed inspection yet I have a paper of the inspection with brakes checked off and passed. He also told me that the power steering hose was leaking and that wouldn't have passed inspection either. He also showed me where the entire undercarriage of the car is rusted . He said the car was either from the beach or up north. He said that if I kept spraying it with rust precentor it should be ok. I didn't even complain about that because why bother? So , basically we were told the car had been inspected, detailed and serviced before it was sold to us , however the brakes were bad, the power steering was leaking and the oil life was 5% and it was very dirty inside when it was delivered. I found loose change in the back seat, dried dirt all inside of it, a rap cd in the one of the compartments, etc.. They offered me 100$ credit for the detail which doesn't even cover a full detail which we sent them from another place. It would be 240$ for that. This place is crooked and maybe as a customer there isn't legally anything I can do about it, I don't know. I will definitely be finding out though. I also plan on contacting whatever governing body in virginia deals with dealership fraud and will be letting them know about these practices the Shelor has been committing. This issue is not resolved and never will be unless they pay to fix these issues we sent them totaling around 1800$. I will not drive 2 hours back to their dealership to have them address something that should have been handled before selling me this car. They offered to pay for the brakes and the oil change and 100 $ detail totaling around 270$ out of the 1800$ worth of things that needed to be addressed, which they said was not covered in their 90 day warranty . This is by far the worst dealership I have ever been to and if my wife drives this car and something happens to her based on things that shouldn't have been wrong with this car in the first place they will have a much bigger problem on their hands.

Regards,

[redacted] & [redacted]

Business

Response:

This is in response to the rebuttal from [redacted] and [redacted]. I see that the rebuttal came from Mr. [redacted]. When we agreed to reimburse them for the brake work, oil change, and detail of the vehicle, Mrs. [redacted] agreed this was satisfactory, so we sent the check and consider the issue closed based on her conversations with [redacted], Sales Manager. I verified with the Service Department that the vehicle was Virginia State Inspected and it had been through the used car reconditioning process and that the oil had been changed, but it was obvious the reminder light was not reset. As far as the alleged power steering leak, there are no notes in our system indicating an issue. If there is an issue, this is not a covered item under the 90-Day Limited Powertrain warranty, which was fully disclosed at the time of sale. We feel we have handled the situation satisfactory at this point. Since the Mr. [redacted] does not agree, one other option we would possibly consider would be to exchange the vehicle for another one in stock. The taxes have already been paid, so that amount would not be refundable. It is apparent that Mr. [redacted] does not want to deal with us any further, but if they would like to discuss this option they may contact me at the number below.

Sincerely,

Shelor Motor Mile

###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is [redacted] responding. Unfortunately, [redacted] has been misinformed by [redacted] because I never did tell him that I accepted the action that is now being "offered" by SMM. Also, I do think it is interesting that [redacted] is the one speaking for the company and each time she has provided a response, the details are inaccurate. The last conversation that I had with [redacted] was where he told me that he was going to do his best to speak to his upper management about the issue and hoped to have a good outcome that was satisfactory. When we sent the bill for the repairs from the local repair shop, that was the last communication I had with [redacted] indicating that we were faxing over the invoice estimate. After that conversation, [redacted] called and spoke with [redacted] (my husband) and stated that the amount that was approved was not the amount on the invoice; [redacted] stated that this was not satisfactory, but Mr. [redacted] stated that he was going to send the check anyway. That in no way implies that I or we have accepted that the issue had been resolved. We also have never cashed the check that was sent by SMM because the issue has not been resolved.

We have had 2 separate repair companies (one is a local dealership and another is an independently owned mechanic shop) tell us that our car would never pass inspection and it is clear that the Virginia Inspection document was either a mistake by the service department where they likely rushed through the job and missed several big issues or they checked off that the inspection passed without checking the car for those issues. It boggles my mind that a likely multi-million dollar car sales company (we were told that they are the largest in the state of Virginia) cannot just admit that they made a mistake. We are reasonable people and know that mistakes happen all of the time. It is really ok to admit it. But what appears to be more important is that this company is too greedy to fix the problem and lose maybe $2000 (or less) than do their legal obligations which is to pass a car through inspections. Anyone can check the form and say that it has been passed, but when 2 separate mechanics state that our car would not pass inspection, obviously there is a problem. I am also surprised that SMM is ok with this information highlighting a flaw with their company for a measly $2000 (or less); you would think that the bad PR that could come from this would not be worth that amount of money. Stating that these issues were not covered in the 90 day limited warranty is irrelevant because these were issues from the inspection report, not items outside of the inspection report. Our newly purchased used car had a back brake pad that was so rusted that it was coming off/non-existent and the power steering line has a leak = both issues are part of the inspection process and not the 90 day Warranty. The other issues, like having a newly purchased used car delivered to you that is dirty and has not even been detailed, much less cleaned, or that after 2 weeks of having the car and the oil light comes on and says that it has 5% oil life left, those are the extra annoyances that make the situation even more crazy. Then when [redacted] responded in the previous message that we "elected" to have an extra oil change, that topped off entire experience. Just admit that you messed up but don't try to insult us further by stating that we elected to have an extra oil change. Anyone who reads this can see the ridiculousness of that comment. Before we even purchased the car, when we test drove the car, we learned that the ac was broken. We were told by the sales person that it would be fixed and we are crossing our fingers that it was not another shoddy job done by the service dept. It should have been a huge, red flag to us that a dealership like SMM would put a car on the lot that had a broken ac.

So, no, this issue has not been resolved. We hope that anyone who reads this will pause before buying a car from a dealership that sells a car that will not pass inspection from 2 separate mechanic shops, even when the paperwork indicates that it does pass inspection.

Regards,

[redacted] & [redacted]

Review: We were given an Internet price by [redacted] We told him we would be there the next day. When we got there, after a 2 hour drive, [redacted] was off and they would not honor the quote we were given by [redacted] We were quoted a payment of $361.88 for 60 months for a Subaru Legacy with a premium package with the trade of our 2007 Ford Escape. They Offered a$444 payment. I do not know where [redacted] got his discounts and rebates, but we even questioned him about the price several time to make sure we heard him correctly.Desired Settlement: We woul like them to honor the price given to us by [redacted] or come reasonably close.

Business

Response:

After researching the concern, it was determined that we could not come to an agreement on trading vehicles due to the value of the trade. We gave an estimate over the phone based on the information given by the customer. When the customer arrived and the trade vehicle was evaluated, it had a few issues that were not discussed over the phone, therefore the estimate could not be honored and the market value was lower. I spoke with Mrs. [redacted] this evening and offered to honor the $4,000 for the trade that was offered by the Subaru General Manager. The figure will be good for 3 days and 300 miles. I also offered to see if there was any additional discount that could be given on the Subaru Legacy. She stated they were not interested and were not going to make the trip back here from [redacted]. We apologize for any inconvenience the customer experienced and wish them the best in their search for a vehicle. At this time we consider the issue closed.

Sincerely,

Review: On 8/5/2013 I completed an online credit application to purchase a vehicle from Shelor the online app gave my credit score. Shortly thereafter, I was contacted by a sales manager with Shelor both via email and over the phone. [redacted] told me to bring a pay stub, utility bill and another piece of mail and come in and see him, he said we could make this happen. I arrived shortly after 4 pm to find that [redacted] had left. I was put with a different sales person. [redacted] found the truck I was looking at online and allowed me to drive it. I did so and when I returned was left waiting with no explanation for a short period of time. [redacted] then came back and said that the vehicle had high mileage and nobody would finance it. We then found another vehicle and he left to find it and to talk to the finance manager. after I waited another 30-45 minutes [redacted] comes back and tells me that the truck is in detail and would be available shortly. This of course never happened. After waiting a bit longer, I was told that there was 1 bank that had given a provisional approval but they had no firm answer so he was taking down to see the inhouse finance people. After sitting down with someone I was informed that they had no solution but that the dealership opened back up at 9:00 a.m. and [redacted] would be in touch in the morning. I left and came home fully expecting to hear from someone this morning. I had nod heard anything by 10:00 a.m. so I began calling the dealership trying to get an answer. I finally got an answer at 2:00 in the afternoon. The answer was they couldn't help me. I was mislead and treated poorly from the onset.Desired Settlement: I want 1 of the vehicles or something similar financed as promised. Barring that I would ask for a days pay that I have lost in dealing with this and reimbursement for my gas. Totaling $236.00.

Business

Response:

Dear Ms. [redacted], The Sales Manager and Salesperson have been in contact with Mr. [redacted] regarding his transaction. We currently have an approval on a truck in-stock. The truck is still in process and should be ready for sale on Monday. We have an appointment scheduled for Monday, August 12th with the customer to complete the transaction. We apologize for any inconvenience to Mr. [redacted] and once he has taken delivery of the truck we consider this issue resolved. Sincerely,

Best Car Buying Experience I have ever done. When I say the card that said less back and forth, I thought it was humorous. I was proven wrong. I thought that I wouldnt like that approach. However, after said and done, I already plan to purchase my next vehicle with [redacted] at Shellor Toyota!

Great dealership to work with. They go above and beyond to make the deal happen. This makes the sixth purchase for me. Thank you Shelor for great customer service all around!

Review: Shelor Dodge service department kept my car for over a month to fix the transmission. I would call each week for an update. The second week they had my car they called and advised several other issues that needed to be fixed and ask permission to drop transmission pan to make sure they addressed all issues. I agreed to have all repairs done. [redacted] the mechanic was advised to fix all issues that needed to be addressed. I called the next week to be advised the mechanic had went on vacation and that approval was needed to start work and nothing had been done. The previous week [redacted] had given [redacted] and myself an estimated cost of repairs to be $2200.00. So I called back the next week when [redacted] returned to be told the test needed to be done to find it what all repairs were needed. I asked him why he had advised that the test had been done in previous weeks. I advised him we were in need of our car. He said he would work quickly to get it done. Another week passed he called advised he would have to change the estimate because the transmission needed to be fully replaced. The new estimate was $3900.00. I was very upset at this point as we were closing in on a month and no repairs had been done at this point. After finally getting a manager involved my transmission was repaired in 4 days. We go to the bank to refinance our car payment to add the repair cost in the total was $3000.00. Not sure of the information the bank was showing us the bank called the service department and was advised there was a 3 year warranty on the transmission. I was still unclear but signed the refinance papers. I had to pay $500.00 dollars to the service department to get our car. I paid the money and was giving the paper work. We left and after reviewing the papers from the service department the only repair done was the transmission. The mechanic had put on the paper work that I denied the repairs to be done when I clearly told him to do all repairs needed. Also when we picked up the car the paper work shows we were charged 25 dollars for gas but yet the gas hand was under a quarter of a tank close to being empty. I spoke with customer service to file a complaint and no one returned my call. Also on the way home my car started vibrating very bad. The exhaust is messed up. My husband and I have been treated very bad, lied to, and lied on.Desired Settlement: I want the $500.00 paid to the service department returned so we can get a trustworthy mechanic to properly fix our car. I do not want to do business with their service department because of the lies and the way we were treated. We can not afford to go another month without the proper repairs done.

Business

Response:

Service Manager [redacted] called and spoke with customer. reviewed customer's concerns. Service Manager explained to customer the repairs that were completed and the repairs that the customer declined.

Also, there is no refund due customer. Explained what the Service Department had done for the customer in an attempt to be fair and the length of time it took to complete the repair...customer was given discount on Labor--charged $30.00 per hr. regular charge = $90.00 per hr. Parts priced to customer @ cost--NO MARK-UP, when normal mark-up = 30%. Customer was able to re-finance loan for cost of repairs, minus a $500.00 deductible.

Service Manager informed customer we stand behind our work and if the customer is experiencing an issue, we will re-check the vehicle @ no charge.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The service manager did call however, the information he said was discussed was not. The information about only being charged $30.00 instead of $90.00 was not even mention in our conversation. In fact I get that rate because my car is financed through Shelor with [redacted]. He did offer to look at the work done on the transmission. He did not address the service department employee lying , or the work not being done when I advised the employee to make sure all issues were addressed. I did advise him I was requested my $500.00 paid to the service department back so I can take my car and have it fixed properly. They had my car for over a month and for 3 weeks my car was not touched. When they did work on it they did not fix the other issues which included the brakes, exhaust manifold, misfiring and battery just to name a few of the issues. The service manager did not advice he was even working on the complaint just that he seen it and wanted to speak with me. I told him the only way to resolve my issue is that I receive a refund for the $500.00 dollars so I could get my car fixed right. I advised him I would not bring it back up there for them to keep my car for over another month and then be charged for work that was not done. Again he said he seen the complaint and wanted to see if he could help and for me to have a nice day. I excepted someone to call and discuss the complaint with me instead I received an email from Revdex.com in regards to the service manager response. I guess the whole business is good for nothing but lies. The only way to resolve this issue is a refund of the $500.00 paid to Shelor service department so I can getting my car fixed by a trustworthy mechanic.

Regards,

Business

Response:

Shelor Motor Mile Service Department apologizes for any misunderstanding or miscommunication. As stated previously, a discount was given to the customer for repairs performed.

Therefore, we feel there is no refund due to customer, and we will stand behind our work and re-check vehicle for customer's concerns at no charge for diagnosis.

Regards,

Service Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There was no discount giving except for the one where our car is financed through them. This discount was discussed when they first picked up the van. There was no discount giving for them keeping my car for over a month and they did not fix the issues . The work was not done. The employees are nothing but liars. I now have to come up with more money to fix the issues they claim they were going to. How can they stand behind work that they did not do. I can not send my car back up there for them to keep it for another month and not fix it. Plus I can't afford to pay them no more money for work they are not going to do. I am still requesting a refund of my $500.00 dollars paid to the service department so I can take my car to a trustworthy mechanic to get the issues fixed.

Regards,

Had an efficient, friendly, knowledgeable salesman named [redacted]. We were treated like customers who counted. Great experience.

Great dealership. No high pressure sales tactics and everyone was very helpful and courteous. Our salesman was very knowledgeable. We got a great deal on our new car and definitely recommend this business to anyone.

In the last 10 years, I have had several opportunities to utilize Shelor Motor Mile sales AND service, and in that time I have always been greet professionally, promptly, and repairs performed correctly and in a timely manner. I have referred several friends to [redacted] in Sales and recommend the entire Toyota Service Team!

Review: Took 2004 Dodge Ram to have Warranty work done. Truck was leaking oil and Shelor Motor Mile said it was the head gasket. They had the truck for 5 weeks because of my extended warranty issues. My [redacted] extended warranty said they would fix the oil leak and then replace a power steering gear box because it was leaking power steering fluid. Shelor ordered the parts and after the parts arrived, it was then that they told me I needed to do a update on the truck for $700. I told them I did not want the update because I could get my correct part online. They said they had no access to that particular part. This went on for 5 weeks and they had already tore the truck down. Finally, I told them to put the truck back together and fix my oil leak because it was a easy fix. I would take care of the gear box issue. I picked the truck up on 11/26/14 and on 11/27/14 the motor shuts off while I was driving it and the oil is still leaking . Today 11/28/14 the truck shut off again while I was driving it and the oil is still leaking. The truck shutting off was not a problem before. They charged me $515.00 because I had a $100.00 deposit to go towards the warranty. They also charged me $98.00 to return the unused part and $317.00 in labor. My truck is still leaking oil . I want the truck fixed but I do not trust to take the truck back to their facility as little was accomplished. Any time I called while the truck was there they dismissed me saying to call the extended warranty and when I called the extended warranty place they said the same thing, "Call Shelor's." Now, I have to take the truck and pay for the same work to actually be accomplished somewhere else. It is winter time, I have livestock to tend to, and I need to haul hay etc. to my animals. I need the truck fixed and be dependable .Desired Settlement: I would like to get my money back so I can pay to have the truck fixed .

Business

Response:

Dealer willing to re-check customer's complaint of oil leak. Dealer's policy is that if condition is related to previous repair, due to workmanship or part failure, no charge to customer. If condition present is NOT related, will provide customer with diagnosis and estimate of needed repair. Dealer cannot be responsible for vehicle being checked at another facility. Customer can call and set appointment to have vehicle re-checked for oil leak.

Note: Dealer worked with customer's Extended Warranty company as a courtesy. Normal policy is that dealer will make a courtesy call to Extended Warranty Companies on contracts not sold by Dealer, customer pays entire amount, and then customer submits for re-imbursement from their Extended Warranty Company.

[redacted]--Service Manager

[redacted]--Customer Relations Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Shelor will not be doing no work on my truck. I have taken he truck and received two different estimates . The Dealers I have taken it to said the oil leak was from the head gasket and after the estimate I asked them if the gasket had been replaced before and they inform that no gasket had been replaced. Even took me and showed me that there was no signs of it being replaced . This being said I will not let Shelor do rework on my truck because they never did the work to begin with .

Business

Response:

Dealer stands on will re-check vehicle for complaint of oil leak. If condition present is related to previous repair due to workmanship or part failure, dealer will cover cost.

Dealer must have opportunity to check vehicle in order to determine cause. Dealer cannot be responsible for diagnosis being performed by another repair facility.

Please note: Dealer replaced the left Valve Cover Gasket, NOT Head gasket. On the Repair Order Invoice, the part description reads GASKET-CYLINDER HEAD COVER, which is the same as Valve Cover Gasket.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Different repair shop replaced the Head Gasket.

Regards,

Everything was explained fully and all the work done on my Tundra was on service that I had expected. No complaints, and a positive experience all around.

Express lane for free state inspection took over 2 hours! Ridiculous! Headlight bulb needed to be replaced. Estimated cost $75. Really. 11$ installed at [redacted]

Very friendly and efficient service, no pressure to buy and very knowledgable member of staff.[redacted] Certainly recommended

Excellent. [redacted]n the salesman was very professional and made sure we were completely satisfied with our purchase. I have been dealing with Shelor Motor Mile for ten years and highly recommend them for the purchase of a vehicle or to have any type of service work performed.

Review: I took my 2003 Jeep Liberty to Shelors for repair work because the 4-Wheel drive wasn't working. They replaced 2 valve cover gaskets and said they recharged the air conditioner system for $480.45. They also said they did a brake repair on the rear brakes for $251.20. They also said they replaced the spark plugs for $125.70. They also said they replaced the front propeller shaft cv joint for $707.00. The brake job was never done. And we are now going to take the car to a local mechanic to see if all the other work was actually done. The emergency brake was also broken and they said they fixed it but it is presently not working. They also gave us an estimate of $1007.57 to do the front brakes. We repaired those and it only cost $27.00. I feel we were done a terrible disservice by this company. I feel that they should at least refund the money for the brake job that wasn't done on the rear brakes. I will know more about the rest of the work they claimed to do after a mechanic checks the car out. Also the air conditioner compressor was damaged by them and we had to pay for additional repairs at our local mechanic. $250.00Desired Settlement: A refund of money paid for work not done. And refund of money we had to pay someone else to fix the broken air conditioner.

Business

Response:

Service Manager [redacted] has spoken with customer and explained will inspect vehicle with customer. Can not determine issue over phone. Customer agreed to bring vehicle in for inspection with Service Manager.

Appointment is set for Thursday, April 2, 2015 @ 8:30am to inspect.

Business

Response:

Customer did not show for appointment that was scheduled for April 2, 2015. Customer called and left voice mail message, stating would not be coming in to meet with Service Manager. Would be a waste of everyone's time. Stated that dealer (Shelor ) , had previously replaced a driveshaft and charged $500.00. She had called 4 different parts stores for prices and the most expensive one she could find was quoted to her for $99.00. Customer stated would never return to Shelor for service again.

Dealer feels customer has not given us the opportunity to review current situation and an attempt to resolve the concern. At this time, Dealer has made every effort with no response from customer.

Sincerely,

Customer Relations Specialist/ Shelor Motor Mile

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: Dropped off my Toyota Tacoma on 5/13/15 for recall frame replacement. All recall work and rental car provided by Toyota, and I was grateful no matter how long it took. Picked up my truck on 11/10/15 and inspected their work under the vehicle. When I got to work I noticed 2 major rust patterns on the top of my cab. I called Toyota Service and they said to send them some pictures. Then they ask me to come show it to them. They looked at it, stated it looked like normal aging of the vehicle, and said they would get an estimate from their body shop and try to help me out. On 11/11 I called the service manager and he told me they would give me $200 off of the $900 fix and give me a rental car for 2 days. I told him that I thought the rust looked suspicious and I would like it to bed fixed at no cost. I went to 3 other body shops that estimated $600-$700 and stated it did not look like normal aging, that it was due to chemical runoff, concentration of dampness by something sitting on it, extreme heat, etc. On 11/12 I called the Shelor General Service Manager and He asked me to bring the truck to him. He sent it to another independent body they use that stated it was normal aging. I told him I disagreed with how the situation was addressed. On 11/16 I spoke with the National Toyota Complaint Department that said they could not help due to it being a problem directly with the dealership itself. They put me in contact with the Shelor Toyota Customer Relations, who did not want to help me other than the original offer.Desired Settlement: I would like for the cab of my truck to me painted by a 3rd party body shop of my choosing at no cost to me.

Business

Response:

Vehicle was inspected and rust was found to be age and time related, and at no fault of dealer.

As goodwill gesture for customer satisfaction, dealer had vehicle inspected by Independent Body Shop and was given estimate of $900. Dealer offered to pay $200 towards repair and a rental vehicle at no charge.

Customer declined. Original offer made by dealer still stands.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As I stated in my complaint, 3 other Independent Body Shops disagreed with their "normal rust due to aging of the vehicle." All other body shops stated that there must have been some type of chemical drip/leak, extreme heat, or concentration of moisture from some sitting on it, and "normal aging rust would be visible on other areas of the truck. They also quoted my repair between $600-$650, so it seems like there good gesture is bogus. Shelor's "independent body shop" was a friend of their service manager, who also insisted that I was not present for the inspection . So how do I know where my truck went? I left my truck with them with no rust on my cab, I should have picked it up that way. I have spoke with legal council and intend to pursue if Shelor does not repair their mistake.

Regards,

Business

Response:

In an effort to resolve this complaint as Goodwill for customer satisfaction, the dealer (Shelor Toyota) is willing to do the following:

Cover cost of repairing the top of the cab with customer paying $350.00.

Provide customer a rental vehicle at no charge while vehicle being repaired.

Repair to be completed at Independent Body shop used by Shelor Motor Mile

Dealer will honor offer for 30 days from today.

The condition of the vehicle (rust forming on top of cab) may have gotten worse while vehicle was here, Dealer is in no way at fault or negligent in ay way for normal rust.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In an effort to resolve this matter outside the court system, I am willing to forego the rental car for the expected two days. But, I would need the roof of my truck repaired at no cost to me. I am also willing to let Shelor's Independent body shop due the repairs to help offset their cost. Other body shops have advised me this is not normal aging of the vehicle and should be fixed immediately due to winter road conditions.

Business

Response:

Shelor Motor Mile stands on the last offer from 12-2-2015... (Cover cost of repairing the top of the cab with customer paying $350.00; provide rental vehicle at no charge to customer while vehicle being repaired; repair to be completed at Independent Body Shop used by Shelor Motor Mile, and Dealer will honor offer for 30 days from 12-2-2015.)

We believe this is more than a fair offer, considering that the paint condition on customer's vehicle is not related to any cause of negligence on the part of the Dealer. This offer is strictly Goodwill for Customer Satisfaction in an effort to resolve this complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Everything was excellent in all aspects ! Extremely SATISFIED of the service and Shelor personnel.

Staff very knowledgeable and friendly. Made buying a new car a great experience.

I was very impressed...everyone went above and beyond to give us a very good deal on our 2014 Toyota RAV4 AWD and was even given extra's...I would certainly buy from Shelor's again

Review: Had the air conditioning system on my 1999 Chevy E3500 truck serviced on August 20th working with service representative Mr. [redacted]. Upon running tests to determine what the problem was Mr. [redacted] informed me that there was a leak in the low pressure freon tube (part no. [redacted]). I instructed Mr. [redacted] to have the tube replaced and to have the system recharged with freon. Total cost for this work was $500.13 (parts&taxes/$160.47, 3-hrs. labor/$306.00, 3-freon charges/$33.66). I picked up the truck on August 24th and the air conditioning lasted less than 1/2 of a day and started blowing warm air again. I returned to the service department on September 17th to have the system investigated again. Mr. [redacted] was on vacation so I was working with service representative Mr. [redacted]. Mr. [redacted] called me around 10:43 AM informing me that the air conditioner compressor was leaking where the two halves of the compressor body were pressed together. He informed me that the cost to replace the compressor would be $850+/-. I had already questioned whether the low pressure tube they replaced previously was really the problem and felt like the previously replaced tube was unnecessary because it did not fix the problem. I told Mr. [redacted] that I was not paying them to replace the compressor because I did not trust their diagnostic conclusion. I picked up the truck around 1:15 September 17th. On Saturday September 19th I took the truck to a local mechanic (Mr. [redacted]) at [redacted] in [redacted]. Mr. [redacted] connected the air conditioning system to a diagnostic/recharging machine and proceeded to evacuate the a/c system. The machine completed evacuating the system and showed no leaks in the a/c system based on the fact that it held a 26" Hg vacuum for 20 minutes. Mr. [redacted] then recharged the system with a freon & fluorescent dye mixture. The dye would indicate if there was any leak in the system that the vacuum test may not have registered. Upon completion of the recharge, there were no leaks present in the system as there was no dye visible on any of the a/c components including the compressor housing. To make double sure there were no leaks, Mr. [redacted] used a freon "sniffer" to see if it would detect any freon leaking from the system. The sniffer detected no leaks. Upon completing the work, the air conditioning system worked perfectly fine.

Given that the Shelor Motor Mile tried to charge me an additional $850 to replace an a/c compressor that showed absolutely no sign of needing to be replaced, I seriously question the need to replace the low pressure tube on 8/20 for $500.13 and I question whether they recharged the system properly after replacing the low pressure tube. Additionally, Mr. [redacted] told me that it is extremely rare for the a/c tubing itself to fail. The only tubing failures he has seen is caused by the tubing rubbing against another item in the engine compartment. Based on the routing of the new low pressure tubing (which is routed in the exact same location as the hose that was replaced) Mr. [redacted] did not see anywhere where the old tubing would have been rubbing against another component in the engine compartment.Desired Settlement: I want a complete refund for the a/c system work completed on 8/20 in the amount of $500.13. I also want an apology from the service manager(??) that instructed me to leave the facility when I began questioning him about the repairs and inconsistency with the diagnostic conclusions they came to. They tried to rip me off of another $850 to replace a compressor that, to the best I can tell, they had absolutely no diagnostic proof needed to be replaced.

Business

Response:

Service Manager *. [redacted], spoke with customer concerning his complaint. During the conversation, the customer became upset. When attempting to defuse the situation, the customer began using inappropriate language in front of other customers.

Service Manager has reviewed the customer's concern, and the service was provided to the customer. The dealership has the old part for customer's review. No refund is due.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The only innapropriate language used was that I would never come to this "rip-off [redacted] place again". Considering Shelor Motor Mile tried to rip me off of $850 for a new air conditioning compressor with absolutely no diagnostic basis really speaks volumes of how Shelor Motor Mile views and treats its customers. If Shelor Motor Mile feels nothing should be done to compensate me then they should at least speak to the technician that assessed my vehicle and how they came to the conclusion that I needed a new compressor. I will simply state the facts of my experience on several social media sites.

Regards,

Business

Response:

As stated previously, the dealership has the old part (low pressure tube) that was defective and replaced, which was what the customer was charged for. Therefore, no refund is due.

Dealership is willing to send the old part to the customer, if he requests.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Shelor Motor Mile service department had absolutely no diagnostic reason to tell me that I needed a new air conditioning compressor for $850 so why should I believe that the part previously replaced was necessary. The fact of the matter is that another mechanic found NO LEAKS in the air conditioning coolant system including the compressor. The original repair that cost me around $500 resolved absolutely nothing with the air conditioning system and then they have the nerve to tell me I need to spend another $850 to replace the compressor when their is absolutely nothing wrong with it. If they don't want to appease me somehow, then I guess posting the facts of the matter on several social media sites is my only recourse. I honestly believe that your service manager and service technician tried to rip me off of $850 and have little doubt that the previous work was also unnecessary. With regard to the "language" used discussing this with the service manager previously, the only thing I said was that "I will never come back to this ripoff [redacted] place". That was the extent of my "foul" language and that was only after the service manager said "well, it is a 1999 truck", like it was an unfixable problem because of the truck's age or that I should expect to pay for unsupported diagnosis of the problem again and again and again.No thanks, and Shelor Motor Mile will never see me in their service department or dealerships ever again and if I have my way nobody I know will ever consider them for service or purchasing a vehicle.

Regards,