Customer ReviewsforShively Motors, Inc.

First off, I never go online and complain so you know the company pushed it too far. Our 2020 Jeep Wrangler was at Shivelys for over 3 months waiting to be repaired. I dont care if it was Jeep/Dodge/Chrysler that it took so long to get a transmission in. Shivelys has terrible customer service. They never once called us and updated us over the time period. Never once tried to help with a loaner car. Constantly lied about the date it was expected. Do not buy a car from them. ***** and ***** the manager will tell you anything to get you off their back. DO NOT BUY FROM THEM you will regret it.

We understand the customers perspective. It is frustrating waiting for parts. For reasons unknown, the parts supply chain has not completely recovered from the wrath of COVID shutting down supply production. In this case, transmissions are especially difficult. The process is to search for availability. Transmissions are rarely in stock at manufacturer parts distribution centers. So when we look it up they will show availability as >45 days. That means it could be 45 days or it could be 6 months or more. Now if we order and do nothing, eventually we will get an ETA date. However that order when it is placed is at the end of the line. We can expedite that with a special order process that charges us additional money but as in this case for parts that we know are excessively delayed we absorb that cost so the part gets here sooner. The challenge is that under this system we never get an accurate ETA. It just shows up some day. We do inform our customers of these projected delays up front when we place the order. It would be great if we could regularly update customers and we do update if we get a date or once the part arrives. The reality is that at any given time we may have 50 100 customers waiting for parts and time simply does not permit us to provide updates when there has not been a change of status. We actually encourage customers to call periodically if they need updates, that is easier than trying to make dozens of calls, many to customers that arent concerned because they have other transportation. No news means no changes in the status. It is unfortunate but is also the reality of what we deal with. I am not aware of any lies, rather we simply were not able to provide the answers this customer wanted to hear.Service and Parts Director, Shively Motors ****

They have had our 2022 ************* for 10 weeks now for warranty work. They have been telling us the vehicle will be ready in a week and it hasn't even been worked on. Their excuse is they don't have a technician available. What a poor service department.

I made the unfortunate mistake of purchasing a car from this company. I have been plagued with problems ever since. I've had 6 engine mounts replaced in the last 7 months. When i bought the car an engine mount and shifter cable was replaced. An engine mount broke again and I had it fixed by a friend at his shop. Then it broke again and I took it back to shively and they wanted to charge me under the warranty when it should've been free since it was already replaced once. This last visit to shively, the car was in for a broken engine mount. 2 mounts were replaced including the oil pressure sensor. I drove 3 hours to pick up the car and it sounded and felt worse than when I dropped it off. So I left it. Come to find out another mount was broken and had to be replaced. 6 driving hours later I finally have my car back. In the past, it took 2 months for an engine mount to break. I'm not optimistic. Something big is wrong w this car and they wont even take time to figure it out. None of the repairs have been explained to me.. Were these different mounts? How many are there? Why do they keep breaking? I've asked for them to look at the frame, no evidence they checked, there's a frame spec printout that can be provided. I cannot afford to pay $100 for only 4 carfax reports out of 60 for this car... I was not informed of any major accidents and do not have the means to find out. Technically that should've been provided at purchase.

We are truly sorry to hear that you are upset or regret the decision and your choice of used vehicle from Shively Motors. We strongly aim to please all our customers during the sales and service process whether its routine maintenance or a bigger problem. In response to this unfortunate situation with your 2014 Dodge Dart. We thoroughly inspect and check all our vehicles including inspecting any accident-related damage or frame and structural damages before any of our vehicles are available for purchase. In the event we find any safety/inspection and maintenance items that need to be fixed the vehicle is repaired before it is available for purchase. In the event we find any damage to the frame the vehicle would not be available for purchase by the public. In the event we find any safety/inspection and or maintenance items that need to be repaired or serviced the repairs are completed before the vehicle is available for purchase. We here at Shively Motors dont sell unsafe vehicles for any reason no matter the situation. We do agree that it seems unusual to have this many issues with engine and transmission mounts over this short of time. We have gone above and beyond for our customer every time shes had an issue and made it a point to have a 2020 or newer vehicle available for her to pick up at her convenience even if it meant after hours. Also, in response to that we have checked and rechecked over everything on this vehicle multiple times by multiple different level (4) Chrysler technicians. They have inspected the vehicle including the steering and suspension/frame and alignment and have not been able to see or find anything related to the engine/transmission mounts failing other than just parts failure. In response to premature parts failure, we switched to a different supplier to try and prevent this situation from happening again. If the part that failed was just replaced the customer was not charged for the repairs. Note we cannot warranty any parts or labor that are installed by an outside company unless its a Mopar part and we have a copy of the receipt and the part and falls under Mopar parts defective warranty. If it was an original mount that had not been replaced, we then pushed back to the customers extended warranty that they had purchased with the customers approval for the coverage of parts and labor. After receiving the approval from the extended warranty, all repairs were then approved by our customer or her spouse with the understanding they have a non-waivable $200.00 deductible for any claim through the extended warranty. Not at any time have there been repairs performed that were not discussed and approved by our customer and or her spouse. Also, I would like to note there have been multiple times the sales manager covered their deductible and covered items that did not fall under any warranty. There are a total of four engine and transmission mounts on this vehicle. I am not aware of an event of our customer coming to pick up her vehicle and it not being fixed or let alone worse than when she dropped it off. We run Carfax on all our vehicles including our customers Dart and is available for all of customers to view on our websites and available for the customer to view in person upon request. Weve reviewed the Carfax on her Dart and there are no reports of any accidents on this vehicle. We are also more than willing for her to review the Carfax for herself. We strive to provide EXCELLENT service in both our service and sales department and except nothing less. We want to continue to be able to help her with all her vehicles service and sales needs, now and in the future. She can feel free to reach out to our service department if she is still having any issues with the vehicle. If she would be interested in trading out her current used vehicle, please contact our sales team. We have a wide selection of new and used vehicles and would be happy to help her with that as well. Sincerely the management of Shively Motors ****