![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforShepards Auto Group
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a vehicle from Shepherds Auto Group on June 3, 2023. I test drove the vehicle and didn't notice any issues with the vehicle except I felt like the steering was a little funny and told the dealer this would need to be checked. He assured me it would be, assured me the dealership would stand behind the vehicles they sold so I drove the car off the lot.. Not 5 minutes after I drove the car off the lot the "service passenger airbag" light came on and I noticed some jerking when I drove the car on the highway which my passengers also noticed. I contacted the dealership , and brought in the following Monday and was given a loaner. I was told I would be updated on the vehicle. I called the dealership a few days later and they told me that they could not fix the vehicle and would have to send it to another service station. Another week and a half went by and no one contacted me so I contacted the manager and was told that a part had to be ordered and they were waiting for it I expressed my disappointment with the situation as I had planned to move and this was holding everything up. A few days later still no call so I contacted them again and was told I could pick the vehicle up on June 16th. I was assured that both the Service airbag issue and the lurching and jerking issue were fixed. I picked the vehicle up and immediately I noticed that the jerking was still there so I called the dealer the next day and he said that they checked the vehicle and did not find any issue. I decided I would see how it was the next few days. On June 19th, I took my 11 year old son with me to visit my dad and drove on the highway. My 11 year old felt the jerking and was alarmed by it. I also noticed that something was off with the steering. On the way back the check engine light came on and steering sensor warning stating that it was not safe to drive the car came on. On the 21st, I contacted the dealer who sold the vehicle to me and told him I wanted to return the vehicle as it was clearly a lemon and unsafe to drive. He told me I needed to call the service department. I told him that I just want to return the vehicle and get a safe vehicle. He told me I couldn't do that. I went to the dealership and they told me they could not get the car in for another week so I asked for a loaner. I was told they did not have one. I had to get assertive which I don't like and demanded that they give me a loaner or give me another safe vehicle to drive. The manager then said that if I wanted to trade the car for another vehicle he would look at options and get in touch with me. I said yes please. In the mean time they gave me a loaner. That was on June21st. Here it is over a week later and no one from the dealership has called. I purchased a car that I have only been able to drive 3 days and I am a single mother who needs a reliable vehicle to get to work and transport my kids. I would like your agency to contact them and get them to make right on this. No one should have to deal with this when you've paid 25k for a vehicle. Thank youInitial Complaint
06/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The company Epoxied my front bumper to my vehicle and neglected to inform me. The vehicle is being repaired from a current accident, by another garage. They began to start repairs and and when removing the front bumper; it cracked in half, destroying the bumper. Gieco as well as ******************* informs me that the Epoxy holding the front bumper on was the result of the matter at hand. (Shepard Toyota Failing To Professionally and Properly fix the bumper). This issue began on May 23rd, the Bumper was repaired 1.5 years ago by Shepard Toyota. I contacted Shepard Toyota about the information I received from ******************* and requested they cover the cost $(400), considering they didnt fix it properly, the first time. I was then informed that we fixed it that way to save you a dollar or two So we actually did you a favor and told Maybe you should have filed an insurance claim and it would have been fixed the right way. I then informed her (The ** ***** Shepard), that I had asked them to help me file a claim and your people said oh that wont be necessary, weve got it all taken care of for you! She proceeded to tell me that they were not at fault for the damage done to my bumper, because of the Epoxy worked for a time and either way I was going to end up filing a claim She then proceeded to blame everyone, including me for the current issues. We argued for a moment, in which, I hung up to pursue aid in this matter.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.