Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Jim Shorkey in April of 2024. Sunday September 8th while driving on the highway without any advance provocation or indication of malfunction my car died on the side of a highway. The vehicle was towed to Shorkey and the estimated repairs exceed the sales price of the vehicle in April. Noted on the service write up is that the engine air filter is the wrong size for the vehicle and fails to seal. The manufacturer also extended the warranty of the fuel pump to 180k miles. Jim Shorkey is unwilling to address any of these service related issues and it is hard to believe that a thorough multi-point inspection of all of these items was performed prior to sale as they claimed. The service specialist implied that this catastrophic failure might be due to not changing the oil but according to their own service review nothing requires attention outside of the engine filter and fuel induction service. The oil condition is listed as OK the oil levels are listed as OK.

  Business response

  09/18/2024

  Vehicle was towed in due to a no start concern.  Our technician found that the starter had failed, likely due to the engine that locked up as well.  The Vehicle was last serviced at 95k miles (now at 103325).  The maintenance sticker on the vehicle windscreen was for 100174 recommended mileage to be serviced.  While the oil color was "OK" and the level was "OK" on the multi point, that is based on the multi point inspection.  If the oil is between the low and full mark on the dipstick, it technically falls under "OK" on the multi point, even though at the Low point it is a quart low - which this vehicle is still at the low point side of "OK."  The engine did not fail due to oil being low, but because of an internal hard part failure.  The vehicle has exceeded it's warranty (5 year 60k for second+ owners) and the customer declined the aftermarket warranty offered in finance.  We offered a discount but the customer has, so far, declined to move forward with any repairs.  (original estimate $15k - discounted to $12.8k) 
  
  I cannot speak to the wrong air filter in the vehicle.  I do know we recommended but did not replace it during the used vehicle process but have not seen the vehicle since.  

  Customer response

  09/18/2024

  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 and are attached.

  In response to Jim Shorkey’s reply to BBB complaint: **********
  
  To be clear, Jim Shorkey has not contacted me to offer a discount at any point in time. That is another deception.
  
  At the time of sale, I was offered a 1 year warranty on a $15,800 vehicle priced over $5,000. When I questioned why the cost was so high in relation to the price of the vehicle and if I should consider another potentially more reliable vehicle I was assured the vehicle had been rigorously checked and would far outlast one year from purchase. I was reminded that I had bought vehicles from Shorkey in the past and never had an issue also told that with annual service vehicles like this could run for 300,000 miles.
  
  If this was Shorkey’s belief and position at the time of sale they should stand behind it and if it is not then I was deliberately mislead.
  
  I will consider paying the cost of the initially offered 1-year extended warranty in exchange for a full repair and continued coverage until the 1st anniversary of my purchase.
  
  Regards,
  
  *** ******

  Business response

  09/23/2024

  We have offered the customer $12,800+tax

  Customer response

  09/23/2024

  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. 
  
  The response from Jim Shorkey was not a response at all. They sold me a faulty vehicle that they did not inspect as evidenced by the incorrect engine air filter being on the vehicle. They fraudulently represented the vehicle history and the reliability of the vehicle at purchase. Their offer to reduce their service quote of over 16k by 3.2k is offensive and unacceptable. Their service department reviews over the past 3 months is very telling and they should be investigated and have their BBB rating reduced. 
  
  Regards,
  
  *** ******

  Business response

  09/25/2024

  Option 1: We are willing to work with her on trading it in towards another vehicle if she chooses. We are willing to put an additional $3,000 onto of the trade value to assist. However, with the vehicle now needing an engine the vehicle is worth around $3,000 according to auction data so we would offer her an additional $3,000 on top of that towards a new vehicle.
  
  
  Option 2: We pursued an additional option today in finding a used engine for the vehicle since it was a used car with high mileage in an effort to get the cost more reasonable to assist the customer compared to the initial estimate for a new one. In total for it with all parts and labor it would be upwards of $10,000. We would be willing to split this cost with the customer and do $5,000 each. 
  
  
  In summary, we sold the customer a vehicle 6 months ago with 95k miles. She was offered options for a vehicle service contract being there was no factory warranty remaining on the vehicle, which she declined the day she purchased the vehicle. She has since put 10k miles on the vehicle with zero record of service for oil change with us. The Carfax on the vehicle shows zero record of any maintenance or oil change since the purchase as well so she is about 2,500 miles past due on an oil change for the vehicle. We sold her a vehicle that went through an inspection and was in full mechanical and operational functioning at the time of sale, provided a 3 month/3k miles powertrain warranty as well at no charge, and offered additional vehicle service contract options to provide her coverage and peace of mind past that if she chose. We are willing to assist the customer in the 2 options above if she chooses to accept even though at this stage it is her financial responsibility for the vehicle.

  Customer response

  09/25/2024

  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.
  

  Before I can accept or deny the options presented I would like to confirm the mileage on the replacement motor that would be installed in my vehicle. I would like to confirm that the replacement motor will come with a 1 year warranty which will cover parts and labor.

  I would also like to confirm the offer is for 6k toward a new/used vehicle from Jim Shorkey and would like the average cost of a certified used vehicle with a warranty similar to the one I was sold in April.

  
  Regards,
  *** ******

  Business response

  09/26/2024

  The mileage on the used engine is 53,000 miles.  There is a 6 month parts only warranty that comes with the engine.  Please also keep in mind this is a time sensitive offer.  Being an independent used parts provider, they have already sold one of the two possible engines we just found yesterday.  

  Customer response

  09/26/2024

  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 am willing to accept this offer with a 1 year warranty for parts and labor. 
  
  Regards,
  
  *** ******

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car and when completing paperwork they asked if I wanted key fob insurance. I asked the guy if I was getting 2 with my car like you usually do and he said yes so I declined. After I got home, I realized they only gave me 1 key fob. I called the next day to ask where my 2nd one was and they said there was only 1 turned in with the car but they could make or get me a duplicate for 340.00. They probably took money from trade because only 1 key fob was turned in. I turned 2 in with my trade and I feel I should have received 2 with my new car without paying the outrageous amt of 340.00. They should have taken 340.00 off the cost of my car, especially when they told me I was getting 2 prior to the purchase. I feel this is an unfair business practice and they are nickel and diming people. A dealer should always provide 2 keys when selling a car.

  Business response

  09/23/2024

  Customer ***** ******* purchased a 2019 Toyota Rav4 on 7/3/2024. The vehicle was shown and sold with everything that came with the vehicle. In some cases, a vehicle may not come with floor mats or a second key. These vehicles are priced accordingly and marketed that way. We appreciate the business from ***** and according to our notes she came back on July 5th. At this time a title to trade was brought in and ***** was very happy with the vehicle and had no complaints. 
  
  

  Customer response

  09/23/2024

  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.
  
  [To assist us in bringing this matter to a close, we would  like to know your view on the matter.]

  When I returned with the title to my trade and then found that they did not forget to give me the second key fob, but that they never intended to give it to me, I was not at all happy. They are liars. Just because I didn’t throw a fit right then and there did not mean I was happy. I told my salesperson in fact that I was very unhappy.

  It’s true I am happy with my car but not with this dealer. As far as I’m concerned, they are shysters.  I have and will continue to make my displeasure known on social media.

  I will also be sending my complaint to Toyota and Mitsubishi corporate offices to let them know what underhanded practices this dealer is practicing. Judging by the complaints I was reading online, I am not the only one unhappy with them.
  
  Regards,
  
  ***** *******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car a year ago and have had some major issues with it and it is currently sitting at jim shorkey with a crack in the engine block. The warranty company refused to cover any repairs until the engine is torn apart and they figure out what caused the crack in the engine. I told shorkey about a month ago to go ahead and tear the engine apart. I have heard NOTHING since. I did reach out to cheverolet and they told me that shorkey said that because I have what's considered a third party warranty that they will take care of anyone who had a warranty through cheverolet first and they don't know when they will get to mine. So I've been without a car for a VERY long time now and have to depend on others to drive me around. I feel they are discriminating against me because I have what they call a third party warranty. All I want is a car that runs to get me to work and church. Is that too much to ask???

  Business response

  08/29/2024

  Unfortunately, we are unable to find record of this customer searching by name, phone number, email, or zip provided. Was the car financed under another name? Can the customer please provide address or VIN so we can properly search in our system? Thank you!

  Customer response

  09/06/2024

  ******* **** *************************>
  Fri, Aug 30, 9:16 AM (7 days ago)
  to me
  
  I got your message about jim shorkey saying they have no record of my car. My car is at jim shorkey north hills cheverolet in bakerstown Pennsylvania. I have called them a few times at the phone number ************* I will attach a screen shot of a text from the service manager don that proves they have my car and even gives a case number yiu can refer to. If yiu need any further info feel free to reach out to me. 

  Business response

  09/09/2024

  The vehicle is here.   The customer was told that he would have to pay for teardown, for diagnostic, and the aftermarket warranty company he has doesn't cover teardown. The customer called us back after waiting for a week or 2 and told me he authorized tear down///diag. We are currently waiting for our technician to get a clear rack so he can diagnose this vehicle accurately.

  Customer response

  09/10/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** ****

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was sent a bill of sale on 6/12/24 to take to the back that included nothing about doc fees but did include Tax total ******* *** ******** ********* ****** ************ *** ** ***** *he car price was 23500.00 never was I quoted a doc fee all messages are via text we pd 25475.00 assuming they wld take care of title tax and tags received a ck in the mail for 1488.00 telling us we had to pay title n tags but they used the 523.4 for doc fee that we were never made aware of. After contacting them they send a bill of sale received via email on 8/23/24 with doc fees and the car was purchased on 6/24. These people also let my son 18 yrs old drive on one of their metal dealer plates for almost a month until I called cause they forgot to process the paperwork until I text them on 7/17/24

  Business response

  09/25/2024

  This issue has already been resolved with the customer – we paid the difference in registration. 
  
   
  
  Michael T*******

  Customer response

  09/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ************** *****

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a 2024 *******. Brand new. Rolled off the lot with 14 miles on it. Fast forward, within the first month of owning it, hit ***** miles boom every single light on the dash board turns on.. The lane assist is not working, every alarm is going off because its sensing all my doors are open, ****************** not registering.. I get told from one of the service **** that I hit a pot hole too hard and that cause the lights to come on.. Now I dont know much about cars but I do know that if I hit a pot hole I would expect my tire pressure light to come on.. Not EVERY SINGLE LIGHT. So after being blamed for the issue before they even looked at the vehicle, being told I was getting charge $160 if they hooked it to the diagnostic ************** 10 days later I get called to come get my car back, I drop the rental off and they tried to charge me for a dent in the door that was already there when receiving the rental car After that issue gets handled I get my car back, the car was left on empty after they put 80 miles on the vehicle and they left the negative terminal cover for my battery on the windshield. Putting 19 miles on the car, once again every single light is back on the dashboard. So once again, Im ACTIVELY driving- RMPs at 0 * speedometer at 0. The car cant sense where the lines are on the road so lane assist is pulling me every direction but in the lane. So once again I called Kia * got told to bring it back. That was June 18th that we dropped the vehicle off.. its now August 14th.. theyve had my vehicle for just about 2 months. We go to talk to them and get since its not a fuel related issue we will not be refilling it. We had to test drive ******** not our responsibility to fill it back up. Their test drive to make sure the vehicle was safely operating was 1.6 miles down the road to a locate lunch *********** to the dealership for a total of 11 minutes with the vehicle on the road.

  Business response

  10/01/2024

   

   

  Ms. Poindexter's vehicle was repaired under warranty and released back to the client. We had the vehicle here with electrical problems Kia escalated to a field technician to help us find the cause of the issues. Multiple wiring harness’s were replaced and the customer was delivered a rental car to her at home. Attached is the copy of the workorder for the repair.
  
  

  SEE ATTACHMENT

  
  Cameron Rumm
  Area Marketing Lead

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I purchased a 2024 outlander from Shorkey auto group of Youngstown one year ago. The vehicle developed a knock and diagnosed as a strut bearing. I know the models before 2024 also had a recall that is not the issue. All cars have issues it is how the selling dealer treats their customers that matter. This dealer has been less than helpful with this car. I had to call in to ask if the part had arrived. I had requested weeks ago when this part was first order to put us on the list for a loaner car just to find out today that we will have to wait weeks again for a loaner car to be available. This is total nonsense. I could see if I chose a service center to fix a problem from wear and tear. But this is a recall and as such the dealer should and must provide a loaner car. I will never ever do business with this dealer I will also share my experience on car sites as I can.

  Business response

  08/13/2024

  Thank you for calling in today and speaking with our General Manager, Justin ********  We appreciate your feedback and will use it to improve our people and processes to assist customer better in the future.  As we discussed on the phone, we are working on a solution to keep you as a Satisfied customer and will be speaking to you later today to get your wife's vehicle scheduled for repair.  If after completion of the repair, if you need anything additional or do not feel like your concerns were addressed, please feel free to reach out to our General Manager directly. Thanks again!

  Customer response

  08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a 2020 Jeep Grand Cherokee here and my lease was up in March. I returned the Jeep at this same dealership I got it from when my lease was over. I signed the paperwork that it was being returned and called the bank Crysler Capital who my lease was through the day I returned it while at the dealership. Today 7/28/24, a tow truck guy came to my house looking for the Jeep because Crysler Capital sent them and has my account listed as a Repo. My lease was completely paid off and returned. Not sure why Jim Shorkey failed to communicate this with the bank once it was returned or why I have a Repo listed on my account, and the tow truck guy said this has been affecting my credit the last 2-3 months. I called Jim Shorkey today and the lady I explained this to, said I would need to call Crysler Capital, not them. No one from Jim Shorkey would call me back or answer my questions. When they have the paperwork I signed when I returned this Jeep. Now this has interfered with my credit for way too long and interfered with transportation to and from work because I was getting denied everywhere else for a new car after returning this Jeep.

  Business response

  08/29/2024

  This situation has been handled with involvement from the GM of the North Hills CJDR store. The customer was behind in payments, but the lease was turned in, it was downed with the leasing bank. Thank you. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We tried to buy a van off of Jim Shorkey Ford in White Oak on July 26. The van was listed online for $40,900 when we went into test drive and look over everything we agreed to the price. They told us that they had to take it into the shop to clean it and would get back to us on Monday the 29th. Upon calling us about the van, they made us aware that they would not sell it to us to the price they had listed online. It now would be an additional $8100 for a total of $49,000 we wasted three hours driving out there and back and looking at it, and all they could say is it was listed wrong and they would not honor selling to us for that price. The address of the establishment is **** **** *** ** ***** **** ** ***** ****** ******

  Business response

  07/31/2024

  We reached out to the customer asking for an offer resolution due to his complaint and are waiting to hear back from him. Thank you!

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from dealer in Gainsville Ga (Mitsubishi dealership) on 06/19/2024 Traded in my vehicle and the issue I'm having is the trade in has not been paid off as of yet from the dealership . The loan is accumulating penalty's and I can't not get any responses to my emails or phone called from (Kelly) in finance or Mike (GM) I started this 2 weeks ago and can only get through to my salesman but there's nothing he can do . I have never been treated with so little respect in my life time .I need an immediate resolution or my trade in vehicle back .

  Business response

  07/26/2024

  This is another complaint that was settled in our Georgia region for Jim Shorkey Mitsubishi - Gainesville. The complaint was resolved yesterday. We did confirm with the customer that the original check was sent to the wrong Toyota department and to reach out to our General Manager, Mike T****** **********************, for tracking information. The complaint was closed after that response. The check was placed in the mail and confirmed that it was sent to the right department with Toyota. Please contact our General Manager, Mike T****** for more up to date tracking information. Unfortunately, we are not able to expedite the postage at this time.

  Customer response

  07/26/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  *** ********

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle back to this location in june 2024 for the 3rd time after 2 transmission replacements and the same engine code coming on just for it to be a transmission issue again. I received a loaner vehicle while my vehicle was being serviced. I was involved in an accident with the loaner and i was not at fault for the accident. Jim shorkey held my vehicle as collateral until they were paid for the damages (total loss) of their vehicle. They refused to give me my vehicle back until they were paid even though i was not at fault i did sign a contract for the loaner stating i am responsible for any damages no matter who is at fault. They held my car for weeks until they spoke with insurance, but they knew i had appropriate coverage (collision, comprehensive, full coverage for any damage that may occur) and still held my car. I lost money paying for rides to work (lyft,uber, ect). I had to have to pay to have groceries delivered to my house due to them keeping my vehicle. Ive lost out on alot of money because of them holding my car hostage. I read the whole contract agreement and nowhere does it say they can hold my personal property or belongings until the damages are paid for the loaner. Everything was to go through insurance that is not a one day or same day process. I had to go weeks without my vehicle for their petty reasons and i want reimbursement for all the money ive lost and had to spend due to my vehicle being held.

  Business response

  07/18/2024

  Per our rental agreement, the customer is responsible for and assumes all responsibility for any and all of the following: fuel replacement after use, no pets, no smoking, accidents, or any damage that may occur. As a business, we reserve the right to hold personal property until we are made whole as a business, and with this instance and customer, we did have Ross Township PD involved, who agreed with our stance in holding her vehicle until we had confirmed coverage from her insurance provider, and she paid her deductible. This is our standard business practice and is clearly spelled out in our agreement. Thank you.

  Matt D***, Service Manager, Jim Shorkey North Hills CDJR

  Customer response

  07/18/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ***

*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. ↩