Complaints

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:02/07/2025

  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.

  BUYER BEWARE *Drove over 1 hour to test drive the vehicle only to arrive to learn the car wasn't driveable b/c the drivers side seat would not adjust. *They wanted us to sign a deal there on the spot without even being able to drive the vehicle * we drove another 1 hour back home without driving the car we went to purchase *They called us that Thursday to say the vehicle was fixed and we could come to drive the car *We drove another hour there and drove the car successfully *When we got back to the dealership and did a once over we noticed the front wheel well rim was missing, there was paint scratches on front fender and the front lower bumper was hanging off *They assured us it would be fixed and we got a "we owe you" statement of work from them before leaving *We scheduled service for the car, but when we drove again an entire hour out to the dealership they attempted to just put the old wheel well rim back on instead of providing a new one which is what they told us they would do, they also tried to just buff off the scratch/paint on the front bumper *They agreed to order new parts and paint, so my husband scheduled yet another trip for the repair *He spent the entire day in the service waiting area (9AM to 5PM). Service could not tell him when or if the card would be ready; and then when he went to check again service had closed and not told him they were leaving *When he tried to find the owner/manager he was also gone; so he was sent home with a loaner and was told that **** (owner/manager) agreed to drive our car to us the following day *That next day my husband tried repeatedly to talk to **** to get the delivery update only to be told we'd have to drive down there to get it. **** was either busy or wouldn't take our calls *When I called and asked to speak to **** and said I was looking at a car, suddenly he was readily available * When I told him that what he was doing was crooked, he told me he wouldn't be called a crook and hung up on me.

  Business Response

  Date: 02/07/2025

  In response to the complaint above, we fulfilled our obligations top the customer as we stated in writing and repaired the vehicle using an off-site body repair facility.  Cost of repair which is actually irrelevant was near the amount of $1000.00.  We provided transportation needs to the customer once we realized the customer had chosen upon himself to remain at the dealership and wait on his vehicle.  Once vehicle was returned to the dealership, we delivered the vehicle to the customers residence as we stated we would do.   We truly believe we have done no "ill will" and fulfilled all obligations as promised.  The actions of the customer referring to *** ********** as a "crook" was unjust, uncalled for, and extremely rude.  We wish no "ill will" towards the customer and hope to again, one day, earn their business.  Thank you 

• Initial Complaint

  Date:02/06/2025

  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.

  The customer stated that she purchased a 2017 Ford Focus from the company in July. The customer states that since purchasing the vehicle, she has numerous mechanical issues with the car. The customer states the car's battery died shortly after purchase, the fuel pump went out and the motor overheated. The customer states that she is 75 years old and lives on a limited income and cannot afford to purchase another vehicle.

• Initial Complaint

  Date:01/22/2025

  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 purchased a 2020 Cadillac XT4 in 8/24, with a wrap around warranty. The check engine light has been on since 5 days after the purchase. It remains on to this date. They’ve had the vehicle three times to fix and did not fix it. Told me it was fixed but it wasn’t. They put in a new air condensers about 3 weeks ago. Today, while driving in the 15 degree weather, the heat blower stopped working and I almost wrecked, twice, because I could not see out any window. There is only one gentleman that will answer the phone for me in the service department, Creighton. However, if he is not there I am totally ignored. They won’t answer the phone when they see my phone number. Told that by someone in service. I honestly feel like my life means nothing to them. Had I known their reputation prior to my purchase, I would have never bought a vehicle from them. I even had a manger get very nasty with me because I told him I was going to contact Tim Short, myself, to get some answers. He was so very angry with me but didn’t do anything to ensure that the vehicle was fixed. Lastly, I found out few months after my purchase that the vehicle was Canadian. It cannot be synced to anything in the US. I was never given that information. Terrible, terrible customer service. This is truly and untrustworthy business.

  Business Response

  Date: 02/11/2025

  On 9/17/24 we replaced coolant temp sensor and ac compressor. On 1/22/25 we replaced radiator, blower motor, and evap pump. On 1/29/25 we replaced purge valve sensor which. Tim Short Chrysler has a no loaner policy so we picked her vehicle at work in hopes of repair being completed in one day. We had to keep her vehicle over night for repair so we told her to keep the vehicle that was left at her work place. Customer stated that the check engine light came on and she came in for diagnosis, parts came from Chevrolet store so we had to wait for parts to arrive. I arranged a vehicle for customer to get back home due to distance she had to travel to get here. Customer reached out and said check engine came back on once again and due to weather we was trying to arrange pickup for customers vehicle. During the wait for the weather to break the issue got worse and customer came to us for diagnosis and repair. Parts that was sent from Chevrolet store was wrong parts and vehicle would need to be kept overnight once again. We provided another vehicle for customer for a third time to make sure she could get to and from work safely. We have tried reaching out to customer to follow up on the latest repair to make sure issue was resolved but have not gotten in contact with customer.

• Initial Complaint

  Date:12/16/2024

  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.

  At the end of September, we purchased a 2018 Honda Accord from Tim Short. After two weeks, the car began having serious issues—warning lights flashed, error codes appeared, and it went into safe mode, losing power. ******** found a misfire on cylinder 3, and at one point, the car wouldn’t even start. After letting it sit, we managed to drive it back to Tim Short. They kept it for a day before saying the codes were specific to Honda and sent us to a Honda dealership in Lexington. There, it was diagnosed with a blown head gasket and a $4,500 repair estimate. When we informed Tim Short, they claimed there was nothing they could do. ******* the salesman, promised to follow up but never did, and attempts to contact the manager were stonewalled. Frustrated, we reached out to a former coworker at Tim Short, but again, no follow-up. Desperate, we asked if we could trade the car in at a loss just to have something reliable, but were told it needed manager approval, with no contact information provided. Looking back, we remembered the salesman stating during the test drive that all they did was an oil change—common for masking issues like a blown head gasket, as it clears the milky oil. With no other options, we towed the car to a mechanic in Owingsville, paying $2,500 upfront for repairs. After over a month and two car payments, the mechanic said the repairs were done, but the car still had the same problems—stalling, warning lights, and safe mode. Now we’re left with a non-functional car, mounting repair bills, and no support from Tim Short. When we posted a review, we were contacted by sales manager ****** ******** who accused us of being unfair and said we knew what we were buying because Kentucky is an "as-is" state with no warranty for cars over 100,000 miles—none of which was mentioned at the sale. This experience has financially devastated our family to the point where we can’t afford Christmas gifts for our children. Tim Short’s actions have been unethical.

• Initial Complaint

  Date:11/25/2024

  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.

  Tim Short was paid over 2700 dollars to fix my vehicle about 6 months ago. Still not fixed. Instead trying to sell me another. I want mine fixed. Offered NO LOANER. They have had my vehicle 8 weeks this the 7th attempt. Had to rent 2 vehicles. Father sick and died last month. They promised it would be fixed for funeral. It is NOT. Offered me $1500 for my vehicle. It books for $3550. I paid off my vehicle a few months ago. I NEED a vehicle. My car is still there. They hang up on me when I call. Tell me it's ready and it's NOT. HELP?

• Initial Complaint

  Date:07/01/2024

  Type:Product 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 6/20/24 I purchased a truck that was said to be in good condition but a as is purchase. This purchase was made with the trust of the dealerships integrity. I personally asked questions about to ***** about the condition of the vehicle which was when I was told it runs great and looks great. After the purchase I had it delivered to my house by an outside courier company not only to find that the truck was in horrible condition but it’s not even road worthy. Everything was a lie. I asked ***** ( salesman) If the tires were in good condition and was told yes,only find out they were bald and the front tire had a hole in it. Then when I walked around the truck I spotted rust ( which was seen clearly just walking around the truck) after further inspection it was clear to me that I have been scammed. The whole frame is rusted through and can’t even be driven safely on the road. I immediately texted ***** and was told sorry you’re upset but it’s not on our lot anymore now it’s yours. It is pretty clear on car fax which I purchased that this car has been sold by this dealership multiple times and bought back. Go figure! They figure since I was out of state they would just take advantage of the situation. I offered him to send it back on the same courier and I would pay for it. But I don’t feel I should be paying $5000 for a vehicle that isn’t roadworthy bought from a car dealership. They were very aware of the damage.

  Business Response

  Date: 07/25/2024

  We do regret that *** ********** purchase does not meet his expectations. The vehicle in question is 16 years old with over 196,000 miles with a purchase price of $3800 plus tax and license. Attached is the signed paperwork.

  Customer Answer

  Date: 07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not asking for you to pay for Transport as I have already paid for. Truth be told I was buying this vehicle to try and help someone out for transportation. This vehicle is deemed not roadworthy. I have already spent $450 on Transport and I am willing to pay to have a transported back. I just don’t see how you all feel that this is fair. Have you seen the pictures posted? You all were said to me very reputable as we live close to your dealership in Lafollette Tennessee. I would lose $1000 and y’all can do whatever it is you want to do with this vehicle.it currently sits in the same spot. It was delivered to rite in my driveway. I have not even turned it on. All I’m asking at this point is to do the right thing and take this vehicle back and refund. Again, I was told from your representative who sold me the vehicle that this vehicle had no major issues. I would say the frame being rusted through at key points in the undercarriage is major. Please do the right thing I am willing to lose $1000 in transport to not have this Vehicle sitting in my driveway.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/26/2024

  Sold As Is where Is with no warranty expressed or implied.

  Customer Answer

  Date: 07/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Again, the vehicle was sold to be able to drive and it’s not road worthy. This vehicle was sold on lies. ***** was specifically asked questions about different conditions of this truck and he was misleading on everything he said. I’m not asking you to lose money. I just don’t want the truck and it doesn’t have one more mile than it did when it left your dealership. Also, you guys claim to not have known anything about this vehicle, but when you look at the ******* it clearly shows it’s been back-and-forth sold two different people and returned so don’t tell me didn’t know what was going on with this truck. You guys saw an opportunity to rip somebody off out of state and took it.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/29/2023

  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 paid more than the listed sale price. I was told the payment would be $470.00, when it is actually $516.99. I was not given any papers telling me what I paid, what the interest rate would be, what my payment would be, how long my loan will be , what bank I would be using, how much they were giving me for my trade in. I was told NOTHING!!!

  Business Response

  Date: 11/29/2023

  Good Morning, 

   

       I really think there must be a confusion by **** ******** about the facts and am happy to help. I have enclose a copy of the original window sticker stating the MSRP, a copy of the Purchase Order signed by **** ********, the first page of standard law contract with the federal truth-in-lending disclosures signed by **** ********, and a copy of the lien statement listing who the lien holder will be, signed by **** ********. 

  I will admit **** ******** did not pay the advertised price. The vehicle was advertised with a listed MSRP of 36,380, discounted by us down to $34,247, and a Manufactures Rebate of $4000 with a total selling price of $30,247. **** ******** received a total of $4,250 in rebates in addition to being discounted to $34,247 with a total selling price of $29,997. I do not know how to respond to she doesn't know what her payment is even though she stated that it was $516.99 in this complaint.  The buyers order clearly states the trade allowance, selling price, and the rebates she qualified for, and **** ******** acknowledge and signed. The federal truth-in-lending boxes at the top of the standard law contract clearly states the interest rate and clearly **** ******** signed. The only way for **** ******** to pay the advertised sale price she would have to make a check out to Tim Short of Morehead for $250 since we gave her more in discounts, will that make her happy?

  Customer Answer

  Date: 11/30/2023

  I am not disputing the fact that my husband and I signed the forms.  What I am saying is that when I read them  yesterday,  I had not laid eyes on them until you had sent. Do all of their sales associates not go over these papers before they are signed.  I thought this was common practice at a dealership.  I have bought several cars and it was also done.  I may have been amiss not to ask to see them, but I guess you always  think a dealership will be honest with you.  I told the salesman several times before and after we arrived at the dealership that I could not afford to pay over $500 a month.  He brought me a figure that was over $500 and I said no, he then brought back a figure of $470, which we agreed on. Never would I have agreed to $516.99. I did not even know which bank had approved my loan, until I received a letter from said bank telling me I would be receiving a coupon book. I had to call this bank to find out what was going on.  I was then told that my payment was due that very day and it was $516.99.  So what I have come to believe that the salesman lied to my husband and myself.

  Business Response

  Date: 11/30/2023

  I'm at a lost on all of this. We do go over the paperwork thoroughly with our customers. All of our paperwork is printed on standard 8.5x11 copy paper. Throughout the paperwork the customer's signature is located in different places depending which form is handed them. As you can see the numbers are clearly printed on the 8.5x11 sheets as well as **** ********'s signature.  I am assuming today we don't have an issue with not paying the advertised price, since she paid less. I cannot help the math, **** ******** was shopping for this vehicle and found it our dealership at a discounted price. She was able to purchase the vehicle for less than advertised, and with the interest rate based on her credit, the term selected, tax and fees.. the math is the math and cannot change the answer.

  Customer Answer

  Date: 12/01/2023

  After I finally received copies of the paperwork, I do see that I was given the sale price.  I am a big enough person to admit that. Are you as a dealership going to admit that **** ***** lied to us? Because I did not have the papers, I just assumed it was because you did not sell it to me at the sale price.  What was I suppose to think? I had not seen any paperwork until I read your response to my complaint.  When I received the papers from the dealership the next day, I saw that I signed a contract for Compass Advantage.  This was without my knowledge. We told **** ***** several times that we could not go over $500. He brought papers back with a number of over $500.00.  I cannot remember the exact amount, which included extra insurance. We still said no, He returned with the $470.00 which we agreed to. And from there on, he brought all the papers to to sign and never, not once did he bother to explain in detail what we were signing. The only copy of anything he gave me was a purchase proof of a sale,  he said this was what I would take to the DMV.  So now I am going to have insurance that I cannot afford. The dealership as a whole probably did what they were suppose to do, but the salesman just out and out lied to us. I apologize to the manger.  I was pretty upset.  I understand that sometimes the payment can a little higher, but not $47 higher.  Maybe to the dealership thats not alot, but we lived on a fixed income.  Its just not possible for us to come up with that much money.But it just simple facts, **** ***** lied to us.

• Initial Complaint

  Date:11/21/2023

  Type:Product 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.

  We bought a (used) vehicle from Tim Short and it had had to be taken back 12 times. One of the issues was such that they changed her oil and she later found the oil all drained out of her car into her driveway. She had the vehicle towed back to Tim Short because she was obviously afraid to drive it with no oil and they told her it was a disintegrated oil cap. When she picked the vehicle back up from them, it was making a whistling sound. A noise that it was not making prior to taking it back to them due to the oil. She called them back and it was discovered that The car has a hole in the catalytic converter. Odd that it has a hole in it and starts making a noise after they were under it messing with the oil cap. Ironic huh….When talking to the salesman (who’s name is *****), he told **** he didn’t know anything about the vehicle because they had gotten it two days prior. It would’ve been nice if they would have done a little inspection on this vehicle prior to charging $18,000 for it. When you pay $18,000 for a used vehicle you don’t expect to have to take it back to the dealership 12 times. She did purchase the extended warranty that they talked her into purchasing and they keep telling her they will have to check with the warranty division before they can fix her vehicle. Granted, they did order the part and have her to bring it in so they could put it on however, they ordered the wrong part and had to send it back. She then spoke to them again and they told her, they cannot order the new part until the wrong part was received from wherever they ordered it. During that time warranty was not discussed. A manager, whose name is **** contacted me and assured me the issue would be taken care of. 3 months later and still waiting on a return phone call with no resolve. My daughter was 24 years old and 8 months pregnant…they saw her coming and jumped on the opportunity to take advantage of a young girl who would be needing a “mom” car

• Initial Complaint

  Date:11/01/2023

  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 am a disabled veteran with a ****** ***** I purchased a vehicle from Tim Short Maysville Kentucky. Do to having a ****** **** the vehicle was delivered to me by 2 employees who I assumed where part of the detail team. Upon exchange of the vehicle I noticed days later after I was able to walk some that the vehicle smells of burning after driving it, the vehicle was definitely smoked in and had a cigarette burn near drivers side door. The inner and outer tierod where broken. The alignment is off causing the tires to bald. There is rust in the door jamb. The man who was driving the vehicle to me definitely smoked in it as his vape pen nicotine was left on seat. I contacted them to ask for compensation for the issues especially the broken stuff and got a run around. Then I also asked for a refund on the gap cover due to the fact they sold me gap from a company with less then good reviews It's a good feeling that as a disabled VETERAN on a limited budget they I was taken ADVANTAGE of. I filed a complaint here and also contacted the attorney general. I am asking for a fair resolution.

  Business Response

  Date: 12/05/2023

  Good Afternoon, I'm the office manager at the Morehead Location. I have spoke to my sales manager at the Maysville location this morning to get a better understanding of this customers deal. 

  The sales manager that worked the deal with the salesperson wrote out a response on *** ********** complaint. I have also attached paperwork from his deal that he signed. 

   

  Customer reviewed vehicle online as well as all of the pictures and purchased the vehicle with the condition for it to be delivered.  The vehicle was delivered to the customer by two retired individuals ( contract labor ) , not employees of the dealership. ( not that would matter ). The documentation was delivered at the same moment the vehicle was and the customer has the opportunity to test drive, review and decline the vehicle at that moment.  The customer complete his paperwork and took delivery and ownership of the vehicle.  No one has taken advantage of anyone. If anything, he was given every opportunity to decline the vehicle and the dealer would’ve incurred the expense of furnishing delivery expenses.  I have enclosed documents signed by the customer explaining the responsibilities of the dealer and well as the customer.  As far as the GAP cancellation, that can be done  We will need the customer , to visit our dealership in Maysville KY to sign cancellation form to be remitted.
  
  Thank you for your time in this matter.
  
  Tim Short Chrysler of Maysville
  **** ** *********

   

  If you need anything esle please let me know. 

  Thank you,

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

  Morehead Automotive Group

  
  
  
  

  Customer Answer

  Date: 12/07/2023

  Like I said it was associates that work at there dealership not retired contractors. And I will clarify it's not a "DEAL" as the associate wrote in the response statement  Right is right wrong is wrong PERIOD!!!!!! My kindness should not be mistaken for weakness as there are many other avenues to pursue this. But hey let the guy with the broken back take the car for a ride before he accepts ownership. I guess good faith in people is none existing now a days. I should expect nothing less from a dealership that talks down to there customers on Google when they get a bad review. I live three hours away. Idon't see myself driving down there to sign one lousy paper. 

  Thanks 

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