ComplaintsforShelor Motor Mile, Inc.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a 2017 kia sportage ex ,I have only had it 6 months and it is having catalytic converter issues. Shelor Motor Mile wants to charge 4500 to fix it. This bothers me because this is the second car I've bought from them that has had this issue. The first car I bought new in 2016. It was a kia optima. Had same issue it messed up the motor and cost me 4500. I'm on disability I can't afford to keep paying this amount of money and believe there is an issue with this happening twice

  

  Business response

  08/14/2024

  Thank you for reaching out to us regarding your 2017 Kia Sportage EX and the concerns you've expressed about the catalytic converter. We appreciate you taking the time to speak with our Service Manager, *****, about your options. We understand your frustration, especially given your previous history with catalytic convers. We value your business and want to ensure your satisfaction with your vehicle.We empathize with your situation, particularly considering your circumstances. We want to assure you that we're committed to finding a solution that works for you. While we recommend using a factory catalytic converter to ensure optimal performance and maintain your vehicle's warranty, we understand that cost is a significant factor in your decision. We respect your choice to explore aftermarket options.Please know that our service team is available to address any questions or concerns you may have about the repair process, regardless of whether you choose to go with an aftermarket or factory catalytic converter.We appreciate your understanding and patience as we work together to resolve this issue. We look forward to hearing from you.-Shelor Motor Mile

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/3/2024 at 7:45 I took the truck in for an appointment for 1) extended warrantee problem on the DEF tank and 2) to adjust the steering wheel that was cocked to the left. They said the truck needed an alignment and that would cost around $100 and should be done by end of day. 5/3/2024 at 3:30 I called and they hadn't even started work. 5/4/2024 My wife called and spoke with ***** (Service Manager) because he was unhappy because the truck wasn't ready, and she basically just offered for us to come pick up the truck as is or wait for it to be finished. 5/6/2024 4:30 we picked up the truck that was supposed to be completed. The DEF tank light was off, but now the steering wheel was pulling the other way. 5/7/2024 around 8AM I took the truck back in to have them fix the steering wheel again. 5/7/2024 around 11 they told me it was "fixed". I went to pick it up and it wasn't fixed. The steering wheel was still cocked to the right and was pulling. They told me it wasn't there work, it was the road. 5/9/2024 My wife took the truck to ********. They aligned the truck and said the steering wheel needed adjusting. They did both and fixed the problem. My wife called ***** back at Shelor, sent her the paperwork from ******** and asked for a refund. ***** insisted this wasn't refundable for lack of correcting the problem on the part of Shelor. We escalated to Service Director, *****. He said he didn't see that his men had provided bad service and he didn't need to defend the service they provided. I asked for a refund and he denied me. We contacted the General manager at Shelor, and they first offered a gift card (but we explained we aren't staying in the area) and asked for a refund to our credit card. They offered us the refund on the condition that we sign a NDA (attached) that gagged us AND our family and friends AND released them from any work EVER performed on our vehicle for now and in the future. We explained this was too all encompassing. They refused resolution.

  

  Business response

  05/13/2024

  Thank you for bringing your concerns regarding your recent service experience at Shelor Motor Mile to our attention last Thursday. We value your feedback and take customer satisfaction seriously.We understand your frustration with the service delays and the issue with the steering wheel alignment. Our Customer Relations department has been in contact with you to address these concerns, and we apologize for any inconvenience this may have caused.As a gesture of goodwill, we offered you a $100 customer loyalty certificate to be used in our service or parts department. While we understand that you will not be returning to our dealership, we believe this gesture demonstrates our commitment to customer satisfaction.In reviewing the decline of the $100 customer loyalty certificate, we offered a full refund for the alignment service, contingent upon your signing a Social Media Agreement. This agreement was standard practice to protect both the customer and the dealership in the event of any public discussion regarding the service experience.We understand that you are not comfortable signing the Social Media Agreement, and we respect your decision. However, please note that our offer of a refund remains open through 5/17/24 should you change your mind.We appreciate your willingness to work with us to resolve this matter. Our goal is to ensure all customers have a positive experience at Shelor Motor Mile.Sincerely,Customer RelationsShelor Motor Mile

  Customer response

  05/13/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As we previously stated, this NDA is too all encompassing. It includes service work beyond the scope of this complaint and people that aren't contracting for this service.  Regards, **** ******

  

  Business response

  05/23/2024

  Thank you for your continued communication regarding your recent service experience at Shelor Motor Mile. We understand your concerns regarding the Social Media Agreement and your decision to not move forward with the refund.We believe that the Social Media Agreement provided a fair and equitable solution for both parties involved. While the offered solution lapsed on May 17th, we are willing to extend the offer through 5 PM on Friday May 24th. We are committed to resolving this matter amicably and hope you will reconsider signing the agreement so we can proceed with the full refund. Should you choose to not accept the offer, we will consider the matter closed.Sincerely,Customer RelationsShelor Motor Mile

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/30/2024, I purchased a used 2024 Toyota Grand Highlander with less than 6,000 miles from Shelor Motor Mile. While washing the vehicle on 4/7/2024, I noticed a crack in the lower black section of the windshield, which is not visible from the inside. I immediately contacted the salesman. Upon reviewing a photo we took before we left the dealership on 3/30/2024, it is evident that the crack was there before we took delivery of the vehicle. I have contacted the dealership multiple times since 4/7/2024, trying to resolve this issue. The sales manager insisted that they could not see the crack in the windshield per my picture and, therefore, would not do anything to assist. Then, a general manager stated that I waited too long to report it and that they would not do anything. As noted above, I reported it as soon as I found it. In addition, they detailed the vehicle before we took delivery, so I am sure they also saw it. As a goodwill gesture, they only offered $200 when a third party quoted me at least $1400 to replace the windshield. They should cover the total cost of the windshield replacement. I would gladly upload related photos but the system is not allowing me.

  

  Business response

  04/18/2024

  After researching the concern and speaking with the appropriate Managers, we still stand firm that the crack was not present at the time of delivery.  The transaction was not rushed or quick.  The weather was good, no rain.   The customer inspected the vehicle with great detail, so much as to find a damaged trim piece.  This resulted in two Inventory Managers inspecting the vehicle as well and no crack was noticed.  The vehicle was discounted an additional $500 for the damaged trim piece.  The customer did not notify the dealership of the crack until 8 days after the sale date.  The customer lives in **, which is over a 3 hour drive from the dealership.  The vehicle passed Virginia State Inspection and it would not have passed if the crack was present.  With the customer doing a thorough inspection of the vehicle, the distance driven after delivery, the fact that is passed state inspection, and multiple people inspected the vehicle on the day of delivery, we stand firm that the crack was not present at the time of sale. If the customer would like to drive the vehicle back to the dealership, we will look at the vehicle again and determine if any assistance would be given. We offered a goodwill payment of $200, but after verbal agreement, the offer was rejected by the customer.  

  Customer response

  04/22/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. How can they stand firm that the crack was not present at the time of sale whenever it is clear that the provided picture was taken at their dealership and shows that there is a hit and crack at the bottom of the windshield. Regardless of any inspections, there is absolutely no denying what is shown in the picture. Before driving the car back to them, which is over 3 hours one way, I would like to know how they plan to resolve this issue. I have already sent them several pictures but am willing to provide more if need be. I would prefer that they find and pay a local glass that is qualified, such as ********, to replace the windshield or if it is easier, they can send me a check for the full replacement cost and I will coordinate getting it fixed. Regards, *********** ******

  

  Business response

  04/30/2024

  Dear Mr. ******,Thank you for your continued communication regarding the windshield of your 2024 Toyota Grand Highlander. We understand how frustrating it can be when a recently purchased item needs work. As stated previously, after a thorough investigation, including checking with our team members who were present at the time of the sale, we maintain that this crack was not present on the day you took ownership of the vehicle.Considering the circumstances, and in an effort to demonstrate our commitment to customer satisfaction, we are willing to increase our goodwill offer to $500 towards the windshield replacement cost. We kindly ask that you consider this offer as a sign of our willingness to find a compromise.To utilize this offer, we request that you sign and return the Social Media Agreement that we previously sent you. This agreement is a standard practice that helps us ensure the situation is resolved amicably for all parties involved.Here's how we can proceed:-Please review, sign, and return the Social Media Agreement to us.-Upon receipt, we will arrange to send the $500 directly to a reputable glass repair shop of your choice, or we can issue a check for that amount directly to you.We hope this demonstrates our desire to address your concerns and work towards a satisfactory resolution.Sincerely, Shelor Motor Mile

  

  Business response

  05/08/2024

  We are writing in response to the customer's rejection of our previous offer regarding Complaint ID # ********.While we maintain our position that no crack was present in the vehicle's windshield at the time of purchase, we recognize that further dispute will prove unproductive for both parties. In the interest of resolving this matter expeditiously, we are willing to cover the cost of windshield replacement as a gesture of goodwill. We will send the customer a check for $1,400 after we receive the signed Social Media Form they have previously been sent.We believe this demonstrates our commitment to customer satisfaction, even in situations where we fundamentally disagree with the presented claims.Please advise the customer of this decision. We would appreciate it if you would update the status of this complaint accordingly.Sincerely,Customer Relations Shelor Motor Mile

  Customer response

  05/14/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, *********** ******

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I are having issues with a 2021 For Ecosport and Shelor Motor Mile. Our vehicle is effected by the engine issues that Ford is recalling. Prior to the most recent incident which rendered the vehicle undrivable, we took the car in two other times for almost the same issue and were charged $150 diagnostic fee each time and nothing was fixed. Everyone from the front desk to the service manager was rude and dismissive. This time our car had to be towed to Shelor and they have had our car for over a month. They have diagnosed the issue and per approval from Ford issued us a Rental. My husband had an accident in the rental last week and Shelor asked him to come in to have an estimate done for the repairs today, Friday, April 12th. When he came in he was told he needed to pay them a $500 deductible or he would not be getting the rental back. He was told that deductible was our insurance. When he asked questions the employees were yet again rude, and he being already frustrated with this months long process said, "Fine I will pay your deductible." They then told him the would not be working on his car or giving him the rental back and he now owed the deductible and $800 for the rental, because he cussed them out." He actually did not swear at anyone, but utter a single word of profanity out of months of dealing with a horrible situation, rude, nasty customer service and yet another round of "we are going to do as little as possible." When I asked to speak to the service manager, she did not use profanity, but she was the nastiest person I have ever encountered. I do not believe they have the authority to keep our car (we are still making payments on) and not allow us a rental that was authorized by Ford Corporation not Shelor. This whole process has been dehumanizing.

  

  Business response

  04/17/2024

  The customer had their vehicle towed to us, and at that time demanded we supply them with a rental at no cost to them. The manager went over that the vehicle had an advance notice from Ford and certain steps needed to happen before Ford would agree to the costs of a rental. The customer became belligerent and our service manager became the primary representative for the company. The service manager reviewed the steps that Ford would require before they would agree to the costs of the rental. At that time, the customer apologized to the service manager for how he was speaking and agreed to give the dealership the needed time to complete the necessary steps.Once diagnosed, the vehicle did qualify for repairs under the advance notice with no timeframe on parts to complete the repair. The service department supplied a rental to the customer and has continually submitted coverage for the rental through Ford. During a follow-up to the customer, he informed us that he had had an accident in our rental. We advised that he would have to bring it in so we could make sure the rental was still safe to drive and receive an estimate for damages. When he came in to let us check the rental, the estimate for repairs was over $7000 and deemed the vehicle to still be safe to drive.He was informed that we would put him back in the rental for transportation, he would need to file an insurance claim, and we would collect his deductible. After going over that with the customer he became very upset and said he did not have the insurance deductible. Due to the customer’s behavior, the service manager started talking to the customer and went over that the insurance company will pay the quote minus his deductible. He made numerous comments that we did not engage in. After a few minutes he started another conversation with the service manager and said “I will pay your money” and threw his card on the desk.At that time, the service manager said there is no reason to talk to us like that and reviewed the situation with our service director. After discussion, the decision was made to not continue with the process for his vehicle. We instructed him that he would not only be responsible for the deductible but the rental days since we cannot submit the claim for warranty.While preparing the paperwork his wife called in and wanted to speak to our service manager, she then started yelling and saying they’re here because of Ford not the dealership and we need to accommodate them no matter what. The service manager tried to explain what happened, but she became very irate and started screaming. The service manager told her we would not be screamed at and handed the phone back to the husband who left without paying anything.The customer still owes payment for the full amount of the rental vehicle, their $500 insurance deductible, and 1 hour of diagnostics. If the customer does not settle their account in a timely manner, the matter will be forwarded to the collections process.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around January 12 a 2016 Toyota Prius was brought to the Toyota mechanics shop for repairs as it would not start after some time. The mechanic found electrical issues and so I suspected rodent damage because the car was left outside. I called my insurance and they sent an inspector who approved an estimate to begin work on the vehicle. The shop refused to work on this estimate stating that until I paid what was owed they didn’t feel comfortable continuing work so I paid ~$740 for the work that had been done and requested they continue work and keep in touch with the insurance company to report what they find. They refused to continue work. They are now asking for a deposit of any amount of hours I can afford to diagnose the issue. I explained I am uncomfortable paying for hours without work being completed especially when they have been unable to provide me a diagnosis after 5 hours of work on the vehicle. I have already invested close to ~$1000 between a new battery and the work the shop has performed and they are now refusing to go forward after I’ve paid them to diagnose the vehicle.

  

  Business response

  04/22/2024

  The customer’s vehicle has rodent damage and will need additional hours of diagnostics to determine all concerns. The customer’s insurance company came to the repair facility and authorized some diagnostic hours. At this time, the authorized hours of diagnostics have been exhausted and there are additional concerns that need to be diagnosed. Currently, the customer needs to speak with their insurance company to have more hours approved or the additional diagnostics and repairs would need to be approved by the customer and would be the customer’s responsibility. Our Service Manager is in contact with the customer and is waiting on the customer for next steps.

  Customer response

  04/22/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Requested more hours from insurance but the shop refused to work. I then approved the shop to continue more hours on my behalf to finish diagnostic and the shop still refuses to continue work. The car has been in the shop since January and despite saying that work will be continued as long as I pay the hours I already owed ***** the shop manager refuses to keep to this word and is asking I pay for hours of labor/ parts without even knowing what the problem is yet. I explained I am uncomfortable paying randomly without knowing what the problem is but I will pay for the diagnostic once it is complete. This was agreed upon until ***** went back on his word, after I paid what was owed.  Regards, ******* ******

  

  Business response

  05/06/2024

  The customer came to the service department and settled their account after lunch on Monday 5/6/24. We consider the matter closed.

  Customer response

  05/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. After waiting months the environment the vehicle was in changed drastically and the shop manager was unable to replicate the issue. The vehicle was returned to me with more rodent damage as items inside were chewed on and there were nests and feces found. This is because the vehicle was left to sit for months. The vehicle now somehow drives but no repairs were made, I still have a damaged vehicle. Had the shop manager spent more time trying to make the repair, than trying to void my insurance claim because he was unhappy with their provided rates (which was voiced to me) this situation would not have occurred. I paid over $1000 for not a single repair to be made, and the shop manager was extremely rude and discriminating telling me he did not believe I could pay the fees despite the fact I had paid what was owed until that point. There were rodents living inside my vehicle while the shop manager refused to begin work. Ultimately I have to move soon and no longer had time for this shop to drag their feet and charge me to test drive the vehicle trying to replicate the issue months later. Regards, ******* ******

  

  Business response

  05/08/2024

  All members of the Shelor Motor Mile team strive to provide excellent service and understand the customer's frustration with their recent experience.We acknowledge that the repair process took longer than both the customer and we anticipated. After the initial number of authorized hours were exhausted, it was necessary to secure authorization from the customer’s insurance provider before proceeding with any further repairs. Unfortunately, the delays in receiving the authorization lay outside our control. Regarding the customer's allegation of discrimination, we take such claims very seriously. Shelor Motor Mile does not condone discrimination in any form. We apologize if any interaction with the customer caused them to feel otherwise.While we understand the customer’s decision to move forward with a different repair facility after moving, we are committed to improving our process. This feedback has been relayed to the appropriate training teams and team leaders.We appreciate the customer’s feedback and consider the matter closed.

  Customer response

  05/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a very bad experience with Shelor Automotive service center in **************, **. We took our car in for an airbag recall and it was returned with a crack in the lower passenger side windshield. They claim they did not do it. And I can guarantee it was not there when the car was left with them. However, I can’t prove it. The tech who worked on the car is not telling the truth and said it was there. ***** ******* who took the car said he does not recall, he does recall a small star bust rock hit on the windshield (which has been filled) but nothing else. Basically Shelor specifically ***** ******* are refusing to take responsibility . I would like to know what recourse I have. I really think they should make this right because it happened while they had the car. I took it in on Tuesday 2/20/24, car was repaired on 2/21/24 and was not finished for us to pick it up by their closing time. So the car was in their lot until 9:00 on 2/22/24. I know for sure it happened while the car was on Shelor Property. I don’t know how, but it was not there when it was dropped off. It is their responsibility to replace the windshield it should not fall back on me to replace.

  

  Business response

  02/28/2024

  After reviewing the service that was completed on Mr. *********** 2009 Subaru Forester we feel strongly that we did not cause the damage to the windshield. No portion of the repair process included removing parts that are attached, or adjacent to the windshield. Our policy is to inform all customers that we are not responsible for damage that occurs from the customer’s vehicle being left overnight. Although we are not responsible for the crack in the customers windshield, we offered a $100 goodwill gesture towards the fix or replacement of the windshield. The customer spoke with our Service Manager regarding this on Monday and let us know that she planned to contact us on Tuesday, 2/27, but we have not been able to speak with her yet. We consider this matter closed.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Took our Jeep for starting issue to Shelor service dept. was told it was covered under warranty. Then was advised it was battery on two year old jeep. Agreed to pay against my better judgement. The hit with diagnostic charge and rental fees which started as loaner car 700.00 for battery replacement basically

  

  Business response

  12/20/2023

  This customer brought their 2021 Jeep Wrangler Unlimited (VIN ending ********) to our Service Department on 12/13/23 stating “vehicle is having difficulty starting and there is an auxiliary not available message displaying.” Some specifics provided by the customer included having to jump start the vehicle and the auto start having intermittent issues.When the car was dropped off, the Service Advisor reviewed the customer’s concerns and obtained a signature authorizing the diagnostics of the concerns and picked up a rental car at a rate of $35 per day. During this interaction, the customer was informed of his responsibility to pay the costs associated with the repairs if the repairs were not covered by the warranty and that those costs include the diagnostic hours and rental car charges.After diagnosis, the battery was found to be discharged and unable to be charged. The customer was contacted by text and informed that the battery was not covered by his warranty. The customer agreed to having the battery replaced. The customer’s vehicle was ready for pickup on Friday, 12/15/23. When the Service Department spoke with the customer, the customer said he would need to wait until Monday to pick up his vehicle and return the rental car.On Monday, 12/18/23, the customer returned to pick up his vehicle and was upset regarding the rental car costs. Multiple managers spoke with him during this time and explained the charges. Ultimately one of our Service Managers agreed to cover two days of the rental car charges and the customer seemed happy. When attempting to collect payment for the services provided, the customer then became combative regarding the diagnostic charges and attempted to refuse returning the keys to our rental vehicle. The customer did return the keys to the rental vehicle when the Service Department informed him that law enforcement would be involved if he continued to refuse to return the keys.Based on the customer's approval and authorization of the repair, we consider the matter closed.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of 1st Appointment: November 3, 2023 at 8:30AM; Picked Up: Monday, November 6th, 2023 at 5:45PM. Original appointment was to repair one (1) tire that had a small piece of metal in it (pictures of PSI from sensor are available). Once Shelor checked the tires, they noted that all tires needed to be replaced due to low pressure. We agreed to purchase four (4) new tires. Shelor then confirmed that the car was ready for pick up after 5:30PM on Monday, November 6th. The car was driven on the interstate from *** to Exit *** (*******) - car mileage/GPS can confirm route. The next morning, tire pressure was low on the left, front and right, back tire. We immediately contacted Shelor and was scheduled for an appointment the following day (November 8th at 9:00AM). After reviewing the tires, Shelor confirmed that one was not sealed properly and that the front left tire had a crack in the rim which was resulting in a pressure leak. We requested information/pressure test reports to confirm that the rim was not cracked during the tire replacement and was cleared before the car release - Shelor was unable to provide this information as they stated that "it was missed" during the inspection and that they would be willing to reduce the labor cost for a rim replacement due to the miss. If the rim was cracked during the tire replacement, we would like Shelor to replace the rim.

  

  Business response

  11/27/2023

  Our Service Manager, ***** *****, has spoken with this customer regarding her concerns. We apologize for the lack of explanation while the customer was onsite, and we are taking steps to solidify that portion of our process.For reference, when a wheel has a tire installed on it a tire changing machine is used. Part of the tire machine includes a protective plastic cover that goes between the wheel and the machine. That protective cover is in place to take any damage from unforeseen movement of the assembly and would have been damaged along with the wheel if the tire change had caused the damage.While we missed the explanation when reviewing the need for a wheel, the customer was understanding of the information when it was presented. We have offered the customer assistance with getting a replacement wheel from either the manufacturer or an aftermarket source; whichever option the customer chooses, the wheel will be sold at cost. We are glad to have the opportunity to make this situation right and look forward to helping this customer with all her future needs.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Vehicle was taken to Shelor due to the engine going into low power mode and stating engine malfunction. I was texted and told it was repaired it was a “knock sensor” and it was replaced due to a recall and there was no charge. I went to pick the vehicle up and it had several error lights that were not there and didn’t sound correct, the vehicle was left and I let them know my concerns. I was told the vehicle was fixed, so I went to pick said vehicle up over a hour away from my home. I got into the car and drove and the car went back into engine failure, I was on the interstate and almost got into a wreck. I managed to get to the side of the road and a gas station and called Kia Shelor Service. A female answered the phone, I told her I just picked up my car you guys said you repaired and it just broke down doing the same thing, she said hold on, spoke to someone and said “we are coming to get it”. I left the keys and they picked the car up (never called me to confirm they did). I was then 2 weeks later told I owed a $175 tow fee. I explained no one said that to me, no one even asked if I wanted a tow, she just said they were coming to get it, I also told them they need to review the call since they claim they are recorded to verify this. They did not fix the vehicle and therefore even if I had been told about a fee I should not be liable since they clearly did not correctly diagnose the problem. I finally had to take my car elsewhere and they refused to give me the vehicle or keys until I paid the tow fee in addition to the work agreed to pay for. I was never informed of the fee nor did I request them to pick up the vehicle, they told me that they were coming to get it. I could have easily gotten the vehicle back there through other methods

  

  Business response

  09/12/2023

  The customer’s vehicle is a 2016 Kia Optima with approximately 110,000 miles. The manufacturer’s warranty has expired, but they authorized a special coverage for a bearing clearance test which we completed. After that test, Kia determined that any further diagnostics would be at the customer’s expense. When we relayed this information to the customer, they declined and picked up their vehicle. Five days later, the vehicle was towed in, and the customer authorized the diagnostics at that time. We diagnosed repairs needed to the manifold/catalytic converter and that the serpentine belt needed to be replaced. The customer declined all repairs. With regards to towing, it was a service provided to the customer and those services have a charge associated with them. We consider this matter closed.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Shelor Toyota contacted me this past spring requesting to do a valve spring recall on my automobile to which I agreed. I was told the work would take 2-3 days. I didn't get my car back for over a week. As soon as I started the car I heard a ticking noise never heard before but ignored it thinking it was just new parts. This past Saturday 8/5/23 my car stalled at 55 mph on my way to work. I missed work incurring attendance points and paid a tow truck fee of $95 to get towed to Shelor. Shelor Toyota charged me $140 to tell me what I already told them which was the motor had a knocking noise. They subsequently charged me $350 to analyze my oil. They now say my car needs a lower block due to wear on the crank bearings which of course is speculation since the bearings cannot be seen. The evaluation of the oil showed particles in the oil they say. The lower block I imagine is very expensive possibly $8500 from online accounts and I still owe on the car loan! There are many documented cases of this exact failed valve spring recall scenario online. I plan to speak with the US Toyota headquarters tomorrow 8,/11/23 to ask for help. I also plan to inform ****** of the claim that the car failed at less than 100k miles. ****** manufacturers the motor but the car has a Toyota brand name. I never had one problem with the car until the recall work was performed. The manager ***** would not even look me in the eyes when this past Monday when I talked to them about my thoughts that the failure could be related to the recall. I don't have another vehicle to commute to work and I am paying the dealer for rental car. Please help me. I don't have the money for this and it is due to an inept attempt to do the recall by the dealer. Thank you, **** *****

  

  Business response

  08/16/2023

  The dealership’s Service Department contacted Mr. ***** on March 20th for an outstanding valve spring recall on his Scion FR-S with approximately 137,000 miles. Five months after the recall was performed, the customer brought the vehicle back at 149,158 miles and expressed concerns regarding an engine knock. Upon diagnosis per customer approval, we determined that the vehicle needs a new engine. Bearing material was found in the lower end of the motor but has nothing to do with the recall that was performed. When the customer returned to pick up his vehicle, he preceded to cuss out our employees, degrade their physical appearance, as well as speak negatively about us to other customers in the dealership.  There is no correlation with the customer’s engine failure and the recall preformed. Based on his behavior and manner in which he chose to communicate with our employees, we will ask that Mr. ***** does not return to our dealership.

  Customer response

  08/17/2023

  You are dishonest and inept at your attempt to perform the recall.  Because you are not willing to admit your failures I will suffer greatly financially. You have done me a good deed banning me from your property and I seem to have no legal rights to prove what I believe.  All things considered I have to consider it resolved.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****

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