Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

       Ed Shults Auto Group failed to process a title to a car I purchased on Oct 18, 2023. A duplicate title was needed due to Ed Schults sent 1st title to the wrong address. They were informed not at that address. Transfer of Title 2101-2135  30 says allowed for transfer of title. Never processed paperwork for duplicate title. Notified June 4th, 2024 dealership had my title to my car. Breach of Contract/ Breach of Implied warranty of title. Should be awarded rescission where car can be returned to the Ed Shults Auto Group of Jamestown NY. Requested $63,232.00 5/29/2024 Ed Shults refused to neet with me when I requested a meeting. Wanted to work it out on the phone. Against the NY Law 2101-2135 what they did to me.

  

  Business response

  06/17/2024

  ****!

  Thank you so much for you address, we have been trying to contact you to send the documentation after you failed to provide it.  

  Enjoy the car you won at the casino!

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle 2018 used ********* ********* for my son ******* *****. Shortly after we bought the vehicle, the truck does not turn off. My son is a country employee and is not able to leave the shop most days on time because he can’t leave the truck running. He has been spoken to about this by his work. He is also a first responder firefighter and has gone to many calls that he has to have people come sit with his vehicle till it turns off. This problem they have already looked at twice. No can figure it out at the service shop at Shults. They tried changing sensors with no luck. At this point they have offered us nothing other than they do not know to do. Am I entitled to them replacing the vehicle for one comparable and them keeping this one. Or should they be sending it out of town to be looked at by another service center. Is this something I should talk to a lawyer about. We have made calls and they don’t call back ect. I am at my wits end. Again this is warranty issue they are unable to fix

  

  Business response

  01/24/2024

  Hello - the vehicle is currently in our shop and we are following ** procedures to find a remedy.  We have opened a case with the technical team at ******* ******.  Thank you.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my certified pre-owned 2019 Lincoln ******** on June 17th, 2022. After I purchased vehicle I started to experience and could see defects such as. Random inoperable touch screen/ black screen, brake petal felt "spongy" when applying brakes, paint rust bubbles, trim panels misaligned, LED light not lit, windows scratched due to window trim being too tight, musty/mold smell coming from vents, tremendous brake pulsation, driver side mirror not dimming, missing trim piece(s), cup holder ambient light leaking causing moisture, failed rear passenger brake caliper, alarm will go off by itself periodically, loud "thumping" noise when turning vehicle left or right. Brought the vehicle into the dealership 3 separate times for this same issue. While the vehicle was in dealership possession for 5 1/2 months (3rd visit for the noise issue) they discovered and informed me my sunroof was leaking and it caused damage to a seatbelt module and my airbag light was on. They found approximately 12 inches of water in my spare tire area from the leak. I got my vehicle back OCT 20th, 3 weeks later I am driving on NOV 8th & NOV 11th and get an alert on my dash "low engine oil pressure" my vehicle then went into "limp" mode & would accelerate like a turtle, the engine was making a weird "struggling" noise. From today's date, the dealership is currently still in possession of my vehicle since NOV 13th. The dealer cant find any codes for "low engine oil pressure" on my vehicle's computer. I have pictures and video evidence of it happening. I have had nothing but issues with Shults Ford Lincoln as well from the start. My vehicle was advertised as "certified pre owned". when my manufacture warranty expired March 28th 2023, I was told that the warranty was not on my VIN. It took 2 months of calls/texts to multiple people then it was finally on. I was also ovr charged abt $300 for vehicle accessories that I didnt purchase. I got a refund for that but still the hassle of everything.

  

  Business response

  12/18/2023

  To Whom It May Concern: 

                I looked at Mr ********* concerns with the preowned vehicle he purchased from Ed Shults Ford on 06/17/22. He asked to have the vehicle repurchase under New York state lemon law.

       The 2009 Lincoln doesn't fit the lemon law criteria to be repurchased under NYS lemon law. The vehicle doesn't have a reoccurring problem that makes it inoperative for 30 days or more.  The good news

  is that Mr ********* never spent a dime of his money to repair this vehicle. Lincoln Motor Company has repaired the vehicle at no charge (via the fantasic certified program) for him every visit.  Ed Shults Ford

  WILL NOT REPURCHASE THE 2019 LNCOLN DUE TO IT DOESN'T MEET NEW YORK STATE LEMON LAW REQUIREMENTS, Thank You Rich S******
  
  

   

  Customer response

  12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like my vehicle to be purchased back from the dealer or replaced. 
  
  Regards,
  
  ***** *********
  
  
  
  
  

  

  Business response

  12/29/2023

  BBB, Please close this complaint.
  

  Ed Shults is under no obligation to and will not be repurchasing Mr. *********'s preowned vehicle. 
  

  Rich S****** GM 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my vehicle I was told I have a lifetime engine warranty as well as a 100,000 mile bumper to bumper. Over the past several of months I been there repeatedly for a problem that started when I first got the car. I've spent numerous hours and days my car was left. It took three visits to be told my control arms were bad and it wasn't covered under the CPO warranty. I then was charged for them to diagnose the issue on that third visit alone. They had my car multiple days to tell me it wasn't the water pump that I have recorded calls expressing my concern of the water pump being faulty. They replaced a belt and claimed it was a belt. Which didn't fix the issue. I have emailed and called numerous times regarding my warranties and no responses or emails back besides one telling me that they no longer are owned by Shultz and instead luvkia and provided no further help even though I went to another Shultz that diagnosed my issue and it was in fact my water pump. They also told me themselves that I had a bumper to bumper warranty as they specifically called the dealer that I purchased this certified used car from. Theu told me it expired a few days prior so all the previous times I've gone there I've had no help being provided the service I needed under the bumper to bumper or the proper repairs of the cpo warranty. I purchased the car two years ago and my tires were wearing immediately and I expressed my concern why I was told I needed to buy tires for a certified car I had only owned a short time. Then they covered the tires when I emailed complaining but then more so the tires are all still cupping even with alignment etc which leads to the fact they sold me a car with bad control arms on it to begin with that they failed to inspect properly that lead to nothing but continuous issues. They have failed to contact me back in regards to the warranties I have and numerous improper diagnosis of my vehicle within warranty period

  

  Business response

  04/11/2023

  Spoke to *****...We sold the Kia location in October of 2022.  She is coming in to speak with me tomorrow and I'll report back.  Thank you.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had the timing done in August picked up the vehicle because they called and said it was done,drove it home from Jamestown NY to cherry creek ny,drove it from cherry Creek NY to Salamanca casino were my son works started driving it home was having issues with it called them told them that I can't drive it the next day,told them it had to be flat bedded,they picked it up called me and told me that the turbos we're gone that they needed to be replaced it was going to cost me a nother three thousand, and took longer than what they told me it was going to take,told me it was done,and is still not fixed.

  

  Business response

  12/28/2022

  Please review the attached repair orders.  The timeline of events are as follows:07/29/22 156231 miles: Vehicle arrived with CEL. Recommend to replace timing chain.08/25/22 156322 miles: Towed in with CEL. Turbo shaft loose and oil leaking past seal. Noted that Catalytic converter condition not verified due to oil consumption.11/29/22 160403 miles: Vehicle arrived with CEL. Complimentary Diagnosis, catalytic converter plugged due to oil consumption. Replacement quoted, appraisal offered to customer.Unfortunately with the high mileage of this vehicle the customer complaints and ensuing repairs are not uncommon.  This is due to no fault of Ed Shults Ford or its services or employees.Thank you,Richard S*****General Manager

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello good day to whom it may concern I’m writing this letter to you today regarding an experience I had at the Shults Chevrolet dealership in Jamestown, New York on 08/15/22. I brought my vehicle a 2006 ******** ******** in for service to my alternator. Prior to bringing my car in for service I called Chevy on 8/12 regarding my alternator issue and they scheduled me for an appointment on 8/23 to bring in my car. After scheduling and appointment to bring my car into Chevy I replaced my battery as an process of elimination to make sure it wasn’t a bad battery. While test driving the car with my new battery the car died on highway 86 and I had AAA tow it to the dealership for service on 08/15. Chevy originally had scheduled my appointment for 08/23 for a warrantied alternator replacement but I’m assuming because the car was brought in on 8/15 by AAA they somehow were able to start working on it the same day even though they originally told me the first available date was 08/23. Upon diagnosing the issue with my car the technician stated on the work order that my battery was bad and needed to be replaced, I advised the Chevy that I had just recently replaced battery and that it was dead because alternator killed it while I was test driving. I advised Shults Chevy to replace alternator only because battery was dead from bad alternator and that I had just brought battery 2days before bring it in. After repair was done on 08/18/2022 I advised chevy that I previously had the same repair done to the same vehicle on 08/26/2021 at Capital Chevrolet in Wake Forest N.C. and that repair and parts were covered within warranty. I was then advised by Shults that I had to pay $675.97 for service invoice and to contact Capital Chevrolet for warranty refund. When I contacted Capital Chevy I was advised a Suporvisor there by the name of Mr. Taylor that Shults in Jamestown were to honor the warranty and that I shouldn’t have been charged to begin with. After speaking with Capital Chev

  

  Business response

  10/07/2022

  Customer provided information to replace the alternator after our initial recommendation to replace the battery first.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tire warranty when I purchased the vehicle. Few months later a screw pokes the tire and causes a slow leak. I take the vehicle down to the dealer to see if the tire could be fixed/replaced under the current warranty. They stated they would put a tire plug in and if that stopped the leak then there was no reason to replace the tire. Fair enough. Fast forward to 3/9/22. I bring the vehicle in for a state inspection. I was then informed that the location of the tire plug was very unsafe. I would like that tire replaced as it should have been when I initially brought the vehicle down. This is unacceptable. If the plug was in a unsafe location on the tire then why was it initially put there?

  

  Business response

  03/10/2022

  The previous repair was completed correctly.  The tires are worn and now have exposed the plug, thus the recommendation for new tires and an alignment.  I'd be happy to offer $25 off the repair.  Thank you.  Matt K***, GM.

  Customer response

  03/10/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. My issue is not with the wearing of the tire. The advisor explained to me that the LOCATION of the plug was unsafe. Stated nothing about the plug being “exposed.” I stated that this was placed by one of your technicians. She stated, “oh wow really?”  If the location of the plug was deemed unsafe at the most recent visit. Why was it initially placed in that location to begin with?  Regards, ***** *****

  

  Business response

  03/10/2022

  Hi Roger - initially the plug was in a safe location...the way the tire has worn has exposed the plug.  Thanks

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 18, 2022 after driving my car l only have had about 6 months l turned my engine off and tried to pop my trunk with the button but nothing happened. So l opened my door to have the panic alarm go off. I then tried to push the fob to shut it up, then tried to start my car nothing.. would not start, totally black , no lights of any kind, did not even try to turn over. So l called the garage where l bought the car (**** ***** ********** *** *** **** ) and they said bring it in. Then after 5 minutes my car started so l took it to the garage.they called me the next day and said l needed to take it to a ******* dealer because it was still under factory warrenty, so l called shults and made an appointment for 1/21. I took my car there told them what was going on and what the other garage said. Then later that day they called and said they put it on a computer and it was the battery. So they changed the battery for 320.00. I went on the 22nd and picked my car up drove straight home and it happened again. My car panic went off and the car would not start. So l called them back and said listen, it s still doing it!!! You did not fix it!! I had a friend with me who had triple a so luckily the tow did not cost me. When the tow truck guy came 5 hours later he could not start it either and took it to them. I waited to call the garage on monday the 24th to see what they found out. Only to hear them say its not here, you never called. So l said oh yes you do triple a dropped it off and l told you friday it was coming. Then hung up, called my friend(****** ***** ###-###-####) to call triple a to see where they put my car. Then l called the dealership back to see what they would tell me. And they tried to say they did not find it and l said l know you found it by your fence. The guy then said oh yeah, we will get to it when we can. I have called several times and they say we can not get it to do it so we can not repair until it does it. I have wrote 4 letters i will attach.

  

  Business response

  02/08/2022

  This engine claim has already been approved and the engine is on order, customer has been informed. Their intention is to make a claim against ******* Motor America, not us as a dealership.

*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. ↩