Shelor Motor Mile, Inc.

When I 1st bought my NEW vehicle that process went smooth, and then I started getting recalls so when I scheduled for service date and time that was good for me I was contacted by the service department via text message asking me to contact them over possible cost since I selected a rental. The reason I selected a rental was because I work and live 2 1/2 hours away, but still did my trading with Shelor. Big mistake now that I know their service department is not about helping the customer, but making things harder for the customer that bought a 40,000 car from them. I have text messages between myself and the service lady Marissa. The other recall and service I had done on my vehicle I selected rental they let my fiance get the loaner vehicle and he took it back the next day, and she said that they have have had a policy where they cant do that for years. Then why has it been done like that before, and why would they change something that helps the customer? She also said they had one service tech and you cant wait on your vehicle, but they have no problem with you waiting while they are doing a deal for you to purchase a vehicle from them. 3 times of purchasing a vehicle through them and this will be my last. Good customer service only applies when they want your money and business in the beginning and then they are done with you! Please use caution and explore all options before buying from them!

Will never buy another vehicle from these people! Unprofessional and rude! Remember Shelors you won’t be on top forever when you treat people the way you do. Your emblem came off my jeep so people didn’t know where I bought it!

I bought a 2021 Jeep Cherokee and was told my payment would not go over 600 they put add ons like gap and costguard when I got to the Shelor motor mile the car was tagged and ready to go unfortunately after signing everything my payment went to 740 dollars, I changed my mind immediately after signing the paperwork I had not even left the office but was told I signed the paperwork and it was to late. So I contacted the finance company and we got the add ons removed however the finance company could or would not alter the amount of my monthly payment or the length of the loan. My question is where or what happens to the 4600 dollars they refused to address this and never told me where the money goes they also said Shelor sets the rates and nothing can be altered, the outcome is I let them repossess the Jeep. The reason is I was not paying 740 dollars a month for 84 months and still have to pay for the add ons of 4600 dollars even though that 4600 was refunded to the finance company. Shelor flat lied to me.

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below As I stated in my complaint, other Independent Body Shops disagreed with their "rust due to aging of the vehicle." All other body shops stated that there must have been some type of chemical drip/leak, extreme heat, or concentration of moisture from some sitting on it, and "aging rust would be visible on other areas of the truckThey also quoted my repair between $600-$650, so it seems like there good gesture is bogus Shelor's "independent body shop" was a friend of their service manager, who also insisted that I was not present for the inspection So how do I know where my truck went? I left my truck with them with no rust on my cab, I should have picked it up that way I have spoke with legal council and intend to pursue if Shelor does not repair their mistake Regards, [redacted]

Service Manager [redacted] called and spoke with customer reviewed customer's concerns Service Manager explained to customer the repairs that were completed and the repairs that the customer declined Also, there is no refund due customer Explained what the Service Department had done for the customer in an attempt to be fair and the length of time it took to complete the repair...customer was given discount on Labor--charged $per hr regular charge = $per hr Parts priced to customer @ cost--NO MARK-UP, when ma= 30% Customer was able to re-finance loan for cost of repairs, minus a $deductible Service Manager informed customer we stand behind our work and if the customer is experiencing an issue, we will re-check the vehicle @ no charge

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The only innapropriate language used was that I would never come to this "rip-off [redacted] place again"Considering Shelor Motor Mile tried to rip me off of $for a new air conditioning compressor with absolutely no diagnostic basis really speaks volumes of how Shelor Motor Mile views and treats its customersIf Shelor Motor Mile feels nothing should be done to compensate me then they should at least speak to the technician that assessed my vehicle and how they came to the conclusion that I needed a new compressorI will simply state the facts of my experience on several social media sites Regards, [redacted]

We apologize that Ms [redacted] had less than a satisfactory experience When attempting to trade vehicles, we understand there are many variables that affect the outcome, and not all customers find exactly what fits their equipment needs and budget We appreciate the opportunity and as a goodwill gesture, we will send Ms [redacted] a check for $to help with the cost of fuel We will mail the check to the address listed on the complaint Sincerely, [redacted]

I have attempted to contact Mr [redacted] regarding his concern After reviewing the deal, it shows that the vehicle is financed through *** [redacted] is a finance company for sub-prime lending We only arrange financing through banks or finance companies Each lender has a collection department and if they are contacting him concerning debt collection, then by law they must identify themselves as debt collectors The loan is in two namesMr [redacted] was put on the loan as co-buyer because of his credit score [redacted] was put first on the loan to obtain a better interest rate All of the paperwork shows the buyer as [redacted] and Co-Buyer [redacted] For credit reporting purposes, it will show a joint loan for both and it does not indicate who is first on the loan In Virginia, if there are two people on the title, then it is joint ownership Sincerely, [redacted]

Shelor Motor Mile Service Department apologizes for any misunderstanding or miscommunication As stated previously, a discount was given to the customer for repairs performed Therefore, we feel there is no refund due to customer, and we will stand behind our work and re-check vehicle for customer's concerns at no charge for diagnosis Regards, [redacted] Service Manager

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I have contacted Shelor and told them that I was no longer having the issue with the cruise controlHowever, I was not completely satisfied with the performance of the aftermarket cruise control and figured out how to enable the factory cruise control on my ownSince I could no longer return the aftermarket unit for a refund, I decided to remove it from my car Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]

Mr [redacted] and Ms [redacted] leased a vehicle from the Shelor Motor Mile on April 4, and provided information to their salesperson regarding their driving habits and both signed a mileage evaluation form indicating that the vehicle would be used for approximately 12,miles per year (under the 15,yearly limit / 1,monthly limit to not have to prepay for miles) Because of this, they were not asked to pre-purchase any miles, since then the vehicle has been driven more than anticipated so we have asked for them to pay for mileage usage, as we do all lease customers who exceed their limits Whether the miles had been purchased at the time of the lease or now while in the midst of the lease, the mileage rate is still the same $per mile Essentially there is no difference in the cost to the customer at all as long as the miles used are paid for before the end of the lease We will be glad to do a new mileage evaluation to include Ms***’s usage but again, the cost for mileage would be the same either way If Mr*** and Ms [redacted] would like to terminate the lease, they can do so by paying the early termination fee of $2,plus any mileage overage due at the time of termination Sincerely, [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I purchased a ford fusion in April I had an awful sales experienceThere were numerous lies and empty promisesI felt as if I was not a valued customerIt was even suggested that I purchase a car with a huge spot of paint missing and become a paint technician and paint it myselfShortly after my purchase I began experiencing issues with the engineI promptly brought the car in for service the next morningI was told I needed an appointment to be seen but they would try to work me inI am happy that I was able to leave my car because later that day I found out that the engine ceased while a mechanic was test driving itI was also told at that time there were no rentals available for me and I would have to pay out of pocket for one if I needed it (I was under the impression this was covered by my warranty)At the time I was promised a brand new engine; later I found out it was a remanufactured oneThat brings me to my current issueFor the last weeks I have to jump start my car every single time I go to drive itI brought it in on 8/18/and was told that the battery tested fine and that there was nothing wrong, despite my concern about having to jump it each timeI had to pay $to have that information provided to meI spent the next week or so jumping the car every time I needed to start itAlas I could not stand to do it anymore I brought the car in once again, on 8/31/This was a flash back experience to my engine replacementI was once again told that I needed an appointment and that there were no rentals availableI am a single mother with a year child and cannot be without a form of transportation for an extended period of timeThe practice of needing an appointment for oil changes, car washes, wiper replacements I can understand; but major issues that disable the ability to operate a vehicle I would think would need to take precedentI was told again that they would try to work me in but there would be a potential $fee to have my vehicle looked atHours later I contacted my advisor and was told that nothing was wrong and that my car was readyHow can that be? I have to be jumped every time I go to driveJust before I arrived to retrieve my car I received another phone call stating that the car would not start and the problem was believed to be a batteryI left the dealership and purchase a batteryI was also told if it happens again to call the tow truckDo myself and my year old child ride with the truck driver? This has been such an awful experienceI am at a lost of what to do next with this carI am afraid it will not last and something else will go wrongThis car only has 33, miles on itI purchased this car from Shelor because they are reputable company and I have had positive experience with them in the pastThe current pay off on my car is 15,At this time I asking for the company to do the right thing and get me a reliable carAllow me to trade the car in for the above price and get me into something that will not break downI cannot be stuck on the side of the road as a female with my childThis is a dangerI am open to any options or suggestions that the company is willing to come up with as long as it involves a trade it on my current car

The vehicle (registered to [redacted] )was towed to dealer, customer stating the "Check Engine Light is on and the Timing belt may have broken" The customer requested a diagnosis of failure.The diagnosis that was performed was a "select Monitor scan operation and found Misfire codes stored (for Check Engine Light concern) The Technician found the engine had been partially disassembled, with timing covers removed and balancer not installed Customer was informed in order to perform further diagnosis and cause of failure, some re-assemble would be required in order to check compression for possible bent valves.Customer declined any further diagnosis and was charged only for the diagnosis fee, and the tow bill.It was explained to customer, the "letter" would be our Repair Order with the diagnosis and/or repair The customer declined any further diagnosis and/or repair and was provided a copy of the Repair Order with the explanation of what was found Therefore, dealer does not feel was dishonest in any way, nor any refund due.Regards, [redacted] ***Customer Relations

We have attempted to contact the customer to discuss a possible resolution To date, we have not heard from Mr [redacted] He has not responded to an email sent by [redacted] ***, General Manager at Toyota Mr [redacted] was given the option to call or email We look forward to speaking with Mr [redacted] at his convenienceSincerely, [redacted]

After researching Mr [redacted] concern and speaking with the General Manager, I believe we handled the sales visit correctly They informed me that the Salesperson, [redacted] , actually did a Facetime session with Mr [redacted] before he made a trip to the dealership so he could have a more in-depth look at the vehicle This shows that we in no way were trying to hide anything from the customer Vehicles have photos on-line as well The vehicle was a used vehicle so it would not be in like new condition We did give Mr [redacted] a tank of gas as a goodwill gesture We apologize for any inconvenience, but we do not feel we tried to hide anything or misrepresent the vehicleWe appreciate Mr [redacted] making the decision to visit the dealership but we can't guarantee that a customer will like a vehicle once here It does not benefit anyone to mislead and it is not our business practice Again, we appreciated the opportunity Sincerely, [redacted]

After researching the complaint, it was found that when the vehicle was returned that it had been in an accident and there were various issues with the vehicle mechanically and cosmetically due to the accident and abuse Only two payments were made The insurance had been cancelled on the vehicle and we were not notified, so the insurance company honored the claim for damage We applied the insurance check to the balance We had to pay $to recover the vehicle from the garage and there are also court costs of approximately $ The vehicle was sold at auction and the sale amount was also credited to the balance owed That left a remaining balance of approximately $ The customer has paid approximately $2,973, leaving an approximate balance of $ As a goodwill gesture, the balance will be reduced to $2,if paid in full We consider this offer fair considering the circumstances If the customer accepts the offer and agrees to pay $2,in one lump sum, then the account will be closed Sincerely, [redacted]

I wanted to let you know that I spoke with Mr [redacted] this afternoon and we agreed to do a goodwill payment of $towards fuel and his time This matter has been resolved.Thanks and have a good afternoon[redacted] Shelor Motor Mile [redacted]

After researching the concern of Ms [redacted] , it was decided to cover the cost of the repair in full as a goodwill gesture Even though the repair was not covered under warranty and we originally agreed to pay 50%, we agreed to cover the entire cost We apologize for any inconvenience this incident may have caused and we look forward to serving Ms [redacted] in the futureSincerely, [redacted]