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Shelor Motor Mile, Inc.

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Shelor Motor Mile, Inc. Reviews (167)

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,
*** ***

As stated previously, the dealership has the old part (low pressure tube) that was defective and replaced, which was what the customer was charged for. Therefore, no refund is due
Dealership is willing to send the old part to the customer, if he requests

I was traveling from my home in NY to GA to take my future Father in Law home from his visit with us. I was traveling in my 2006 Subaru Baja Turbo. Appx 4:45pm on Monday 7/23 my car broke down after the Ironto exit on Interstate 81. I called AAA and asked about the nearest Subaru Dealer and was referred to Shelor Motor Mile in Christianburg. I called them appx 5:15 to inquire if I had my car towed there that they could diagnose the issue in the morning. I was told yes. So I had my car towed there, explained in detail what happened; and have engine codes that that were showing as I drove down to GA. I rented a car from Enterprise because they refused to give me a loaner and continued to GA.

The next day no one called so I called them around 11:30am to get an update. Was told hadn't gotten the car in yet but they would. Around 2:30 I hadn't gotten a call back, so I called again. I was told that there were other cars ahead of me and they might not get to it today. I told the advisor Joe that I had called the service dept yesterday before having the car towed there and was told it would get looked at. Had they said no at that time I would have gone elsewhere. So he says I'll call you back. He calls back to say the car is in the service area getting looked at.

About a couple hours later I get a call telling me the issue. The Turbo fan on my Baja had broken apart and pieces were in the engine therefore stopping the engine from running. $1900 was my price to parts/labor. I told him that I needed to speak to my boyfriend and mechanic before giving an answer and I would be at the dealership tomorrow (7/25) to speak in person and decide on our plan of action.

I spoke to several friends who are mechanics who said that to do a proper job and ensure all pieces of the turbo were removed from the motor that the tech would have to take apart appx 3/4 of the engine. If you're that far into the engine then request an engine rebuild because there are some known issues for subarus that would be dealt with with a rebuild. I was prepared to spend the monies necessary for that.

On Wednesday 7/25 I arrive at the dealer about 2:30pm and discuss options with Joe, the service advisor. I repeated what I was told and asked outright for an engine rebuild. At that time Joe said that that dealer DOES NOT DO REBUILDS. They would only do the turbo replacement. I asked if they would ensure that all metal was removed by checking pistons, crank shafts etc. I was told YES. Being the fact that it was 8 hours from home I wasn't happy but agreed to the repair. I paid $950 of the cost then and parts were ordered. Joe said the parts MAY come Fri but more than likely it would be Monday and car would be ready Tuesday for pickup. I then left the dealer to continue home to NY.

Monday 7/30 rolls around and I called Joe around 1pm to inquire on the parts and if the repair was going smoothly. That was when I was told that all the parts didn't come in. I asked why wasn't I called as this screws up my arrival time to pick up the car. I had arranged transportation on 7/25 to bring back the rental on Tues 7/31 because I was told my car would be ready then. I was furious. After hanging up I made a Facebook post regarding my service thus far and tagged Shelor Motor Mile. I said "I have zero confidence right now" after the lack of customer service. I made a hotel reservation for Tues night just in case my car wasn't ready for Tues pickup.

I started my drive down to VA early Tues morning. Around 11am I got a phone call from Alan who was a higher up at Shelor Motors. He said he was made aware of my social media post and was concerned. He stressed that they didn't have to do the repair etc. After about 15 min he finally understood WHY I had the reservations (due to Joe's lack of common sense customer service AND the issue of no engine rebuild). We finally were on the same page and I hung up the phone feeling better. Then I got a call from Joe about a new issue that sprung up regarding a hose that fell apart and needed replacing. That part was being overnighted to the dealership to arrive on Wed 8/1 in the AM. After I got off the phone and Alan called a little later and set up a pickup to get me from the car rental place to the dealership.

I arrived at the dealer around 4pm. I spoke with Alan in person in his office and reiterated my concerns and he assured me that they would take care of me. I got a loaner car from them for the night and I left again feeling a better. Wed morning came and I arrived at the dealer around 11am to find out that the part overnighted hadn't arrived yet. Again Joe neglected to keep me informed. Alan comes in and we deal with the issue. Around 5:30pm the car was finished but the original engine codes that were on when it broke down were still there and never dealt with after I ASSumed it would have been. I had Alan's personal cell number and assurances all was well when I left the dealership around 6pm. I paid the remaining bill for a grand total of $2100+ due to the additional part needed.

I drove literally 100 miles when my engine failed again. I had made it from mile marker 118 to mile marker 219 on interstate 81. There was a loud bang and I pulled over. I texted Alan stating the car had died. This was at 8pm. To his credit he sent a tow truck to pick me and the car up and bring us back to the dealer. I get to the hotel at 12:30am and went to sleep to deal with everything in the morning.

Thursday 8/2 I'm at the dealer at 10am. I stated I had a few hours to play with but I needed to be back in NY by the evening because I had an event I was attending Fri afternoon (tickets, hotel etc that I had paid $500 for) So Alan gets everyone to work. Delay after delay and it was 2:30 when I was brought into Alan's office to get an update. They could NOT diagnose the issue at that time. They had checked everything externally on the engine that they couldn't find anything wrong. At that time I verbally had Alan say "We should have done the rebuild as asked". When they replaced the turbo all they did was drop the oil pan to remove debris and flush the engine with oil to dislodge any debris inside. They never went into the engine like they said they would to check for damage/debris. It was decided that they would next dive into the engine to see where there were issues and if the motor was fixable or DOA. I asked outright since I was told before they don't do rebuilds if the dealership would handle this next step/repair. Alan said "YES for you we will". I did this on the off chance that the damage was fixable without a new engine being needed.

I left Thurs around 3pm to head to a rental car place (Shelor refused to give me a rental from them because I was in NY) and head back to home.

Fri 8/3 I got a call from Alan after I requested the turbo parts from the original repair. At that time my boyfriend was with me and he asked numerous questions regarding the repairs etc. done to that date. It was agreed that Shelor would take pics of the turbo so I could see them. Alan said he was on vacation Mon-Wed 8/6 thru 8/8 and would be back at work on Thru 8/9 and would call me back to discuss the findings and discuss plan of action.

Monday 8/6 I was emailed the pics of the turbo from Joe.

Tues 8/7 I got the dreaded news that my engine was DOA and was sent pics of destroyed insides due to metal pieces from the turbo. The pieces seen in the photos was more than anyone would have had in the engine if the dealer had indeed gone inside as asked and should have. There was no way those pieces would have flushed out. In that email Joe stated they would look at pricing for refurbished/used engines and get back to me. I replied via email that he said there was a 12 month/12000 mile warranty on the repair from 8/1 and I was wondering what portion of the cost the dealer would pickup and I would speak to Alan on Thurs. regarding everything.

At that time on 8/7 due to their shoddy service from 7/23 through 8/7, I now have a limited edition award winning show car with a completely blown engine. I have been told by numerous mechanics that if they had actually gone through the engine like any other mechanic would have, they would have found all the metal debris. Additionally had they done a full rebuild as originally requested none of this would have ever happened to begin with. Nothing that they claimed they had done (engine flushing) would have removed all the debris and without pulling the engine apart those pieces would not be found.

I was awaiting the call from Alan on 8/9 and hoping that he will do the right thing and agree without fighting to an engine replacement with any more money expended on my end. After speaking to Alan on 8/9 I was told that the dealership WILL NOT pay for any damage. They also WILL NOT honor the warranty on the work done at their dealership which resulted in destroyed motor. I was told verbally in a phone call on speaker phone with my boyfriend next to me that "she could have put the metal in her engine after leaving the dealer"

To date I have paid out $2150 for repairs, $200 motels, $500 car rental, $750 for shipment of my Baja back to NY, and $1500 retainer for a lawyer.

After having to get a lawyer involved to have the dealership do the right thing, on 9/12 "Rocky Finally answered phone this morning and said essentially he was going to settle with you but decided he won’t do anything for you due to your attitude and due to the fact that they have no legal or moral obligation to you" This came after I stated I DID NOT want Shelor to perform any further repairs.

This is in response to the rebuttal from [redacted] and [redacted].  I see that the rebuttal came from Mr. [redacted].  When we agreed to reimburse them for the brake work, oil change, and detail of the vehicle, Mrs. [redacted] agreed this was satisfactory, so we sent the check and consider the issue closed based on her conversations with [redacted], Sales Manager.   I verified with the Service Department that the vehicle was Virginia State Inspected and it had been through the used car reconditioning process and that the oil had been changed, but it was obvious the reminder light was not reset.  As far as the alleged power steering leak, there are no notes in our system indicating an issue.  If there is an issue, this is not a covered item under the 90-Day Limited Powertrain warranty, which was fully disclosed at the time of sale.  We feel we have handled the situation satisfactory at this point.  Since the Mr. [redacted] does not agree, one other option we would possibly consider would be to exchange the vehicle for another one in stock.  The taxes have already been paid, so that amount would not be refundable.  It is apparent that Mr. [redacted] does not want to deal with us any further, but if they would like to discuss this option they may contact me at the number below.  
Sincerely,
[redacted]
Shelor Motor Mile
###-###-####

Mr. [redacted] submitted an on-line lead and credit
application.  When the credit application is submitted, a preliminary
credit report is pulled.  We have not submitted the credit application to
any lender for approval, so therefore, Mr. [redacted]’s credit has not been...

pulled
illegally. We do work with any credit type, but that does not guarantee the
exact approval a consumer is requesting. 
 
When a consumer submits a lead on a vehicle, it does not
automatically “lock” that vehicle to that consumer.  It is just an inquiry
and no contract to purchase has been made.
 
There are over 70 Salespeople that can sell used vehicles
and we do not hold vehicles when an Internet lead is submitted. 
 
Mr. [redacted] did threaten to speak with the owner, and we did
not have an issue with this and told Mr. [redacted] we would meet with him to
discuss his concern.  He then stated that if the vehicle was not
available, then we didn’t need to talk.  Since the vehicle was sold, we
then agreed that there was no reason to meet.  Mr. [redacted] sent in photos
of the owner’s home address and phone numbers. 
 
The vehicle has been sold.  Inventory is listed on
multiple third party websites and it can take multiple days for the inventory
to update, depending on the website.
 
We have never refused to deal with Mr. [redacted] due to his
credit type.

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 $30.00 per hr.  regular charge = $90.00 per hr.  Parts priced to customer @ cost--NO MARK-UP, when normal mark-up = 30%.  Customer was able to re-finance loan for cost of repairs, minus a $500.00 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 correct part has not been installed.  It was supposed to be installed on 27 December by [redacted] but [redacted] had ordered the wrong part.I have received email from [redacted] saying they have the correct part and will install it next week.
Regards,
[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.Regards,[redacted]

I have attempted to contact Mr. [redacted] regarding his concern.  After reviewing the deal, it shows that the vehicle is financed through [redacted].  [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 names. Mr. [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]

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 convenience. 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.
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 $850 for a new air conditioning compressor with absolutely no diagnostic basis really speaks volumes of how Shelor Motor Mile views and treats its customers. If 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 compressor. I 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 $30.00 to help with the cost of fuel.  We will mail the check to the address listed on the complaint.  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 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. This is not the answer I was wanting but obviously Shelor will not stand behind the vehicles they sale. I am no longer interested in fighting with them over it. 
Regards,
[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 future. Sincerely,[redacted]

Revdex.com:
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.
This is [redacted] responding. Unfortunately, [redacted] has been misinformed by [redacted] because I never did tell him that I accepted the action that is now being "offered" by SMM.  Also, I do think it is interesting that [redacted] is the one speaking for the company and each time she has provided a response, the details are inaccurate.  The last conversation that I had with [redacted] was where he told me that he was going to do his best to speak to his upper management about the issue and hoped to have a good outcome that was satisfactory. When we sent the bill for the repairs from the local repair shop, that was the last communication I had with [redacted] indicating that we were faxing over the invoice estimate.  After that conversation, [redacted] called and spoke with [redacted] (my husband) and stated that the amount that was approved was not the amount on the invoice; [redacted] stated that this was not satisfactory, but Mr. [redacted] stated that he was going to send the check anyway.  That in no way implies that I or we have accepted that the issue had been resolved.  We also have never cashed the check that was sent by SMM because the issue has not been resolved.  
 
We have had 2 separate repair companies (one is a local dealership and another is an independently owned mechanic shop) tell us that our car would never pass inspection and it is clear that the Virginia Inspection document was either a mistake by the service department where they likely rushed through the job and missed several big issues or they checked off that the inspection passed without checking the car for those issues.  It boggles my mind that a likely multi-million dollar car sales company (we were told that they are the largest in the state of Virginia) cannot just admit that they made a mistake.  We are reasonable people and know that mistakes happen all of the time.  It is really ok to admit it.  But what appears to be more important is that this company is too greedy to fix the problem and lose maybe $2000 (or less) than do their legal obligations which is to pass a car through inspections.  Anyone can check the form and say that it has been passed, but when 2 separate mechanics state that our car would not pass inspection, obviously there is a problem.  I am also surprised that SMM is ok with this information highlighting a flaw with their company for a measly $2000 (or less); you would think that the bad PR that could come from this would not be worth that amount of money.  Stating that these issues were not covered in the 90 day limited warranty is irrelevant because these were issues from the inspection report, not items outside of the inspection report.  Our newly purchased used car had a back brake pad that was so rusted that it was coming off/non-existent and the power steering line has a leak = both issues are part of the inspection process and not the 90 day Warranty.  The other issues, like having a newly purchased used car delivered to you that is dirty and has not even been detailed, much less cleaned, or that after 2 weeks of having the car and the oil light comes on and says that it has 5% oil life left, those are the extra annoyances that make the situation even more crazy.  Then when [redacted] responded in the previous message that we "elected" to have an extra oil change, that topped off entire experience.  Just admit that you messed up but don't try to insult us further by stating that we elected to have an extra oil change.  Anyone who reads this can see the ridiculousness of that comment.  Before we even purchased the car, when we test drove the car, we learned that the ac was broken.  We were told by the sales person that it would be fixed and we are crossing our fingers that it was not another shoddy job done by the service dept.  It should have been a huge, red flag to us that a dealership like SMM would put a car on the lot that had a broken ac.  
 
So, no, this issue has not been resolved.  We hope that anyone who reads this will pause before buying a car from a dealership that sells a car that will not pass inspection from 2 separate mechanic shops, even when the paperwork indicates that it does pass inspection.
 
Regards,
[redacted] & [redacted]

We contacted the customer last week and we have agreed to provide a key fob at no charge.  We will go to the customer's place of business to pick up the vehicle and bring it to the dealership to have the key fob programmed and then return the vehicle to her at work.  It was explained that...

the reason for additional questions regarding her credit application was due to different information being submitted on-line and some of the information did not verify.  Lenders require accurate income and job time and supporting documentation.  To verify employment, we are required to contact the HR department, which we did, and that was the only person we called and spoke with regarding her employment. It is obvious that we could have done a better job communicating the sales process and apologize for any inconvenience.  We have shared the comments with the appropriate employees for training purposes.  Sincerely,Customer Relations

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 2012 ford fusion in April 2014. I had an awful sales experience. There were numerous lies and empty promises. I felt as if I was not a valued customer. It was even suggested that I purchase a car with a huge spot of paint missing and become a paint technician and paint it myself. Shortly after my purchase I began experiencing issues with the engine. I promptly brought the car in for service the next morning. I was told I needed an appointment to be seen but they would try to work me in. I 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 it. I 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 one. That brings me to my current issue. For the last 2 weeks I have to jump start my car every single time I go to drive it. I brought it in on 8/18/15 and was told that the battery tested fine and that there was nothing wrong, despite my concern about having to jump it each time. I had to pay $19.99 to have that information provided to me. I spent the next week or so jumping the car every time I needed to start it. Alas I could not stand to do it anymore I brought the car in once again, on 8/31/15. This was a flash back experience to my engine replacement. I was once again told that I needed an appointment and that there were no rentals available. I am a single mother with a 3 year child and cannot be without a form of transportation for an extended period of time. The 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 precedent. I was told again that they would try to work me in but there would be a potential $90 fee to have my vehicle looked at. Hours later I contacted my advisor and was told that nothing was wrong and that my car was ready. How can that be? I have to be jumped every time I go to drive. Just 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 battery. I left the dealership and purchase a battery. I was also told if it happens again to call the tow truck. Do myself and my 3 year old child ride with the truck driver? This has been such an awful experience. I am at a lost of what to do next with this car. I am afraid it will not last and something else will go wrong. This car only has 33, 670 miles on it. I purchased this car from Shelor because they are reputable company and I have had positive experience with them in the past. The current pay off on my car is 15,639.84. At this time I asking for the company to do the right thing and get me a reliable car. Allow me to trade the car in for the above price and get me into something that will not break down. I cannot be stuck on the side of the road as a female with my child. This is a danger. I 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.

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.
Shelor admits that it was probably human error and they missed that the tires needed an alignment because the tires were feathered. Nowhere on the attached inspection, does it state that the tires are feathered, weared, damaged, or anything. Regardless of the human error, this was on their watch and not mine; they are the experts here. "[redacted]" stated that it wasn't the alignment and wasn't a toe-out. It was due to an improper rotation, which was under their ToyotaCare. My father stated that this was "bt," but did not curse [redacted], did not curse Shelor or Toyota, but actually the situation. Now [redacted] is saying that it was because of heel/toe wear...which is a total contradiction to what was said at the shop, which was "normal wear from rotating the tires." He did not recommend a cross-rotation of the tires but actually stated that Toyota's policy is to rotate the tires from front-to-back rather than a cross-rotation.Also, in reference to [redacted] calling back after the discussion on the Shelor website, I admittedly told [redacted] that I did not want to discuss the issue with him further, but did want to be contacted by another member of Shelor, which he stated he would oblige to. This is another lie as I have yet to be reached out to...to this day. This goes along with the other lie saying the above regarding the toe.My father has personally purchased 1 Toyota Tacoma, 2 Toyota Highlanders, and 1 Subaru Legacy, and my brother had purchased a Chevrolet Prism and Chevrolet Colorado, and I personally bought this one, thinking Shelor would give me the same gratitude as they had did with my family. We live an hour plus from Shelor and this is the first time we've EVER had an issue since 1998...almost 20 years.I had requested that the cost of the alignment be taken care of as well as credit or compensation for wear on the tires. Is this too much to ask? 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 control. However, 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 own. Since I could no longer return the aftermarket unit for a refund, I decided to remove it from my car.
Regards,
[redacted]

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Description: AUTO DEALERS-NEW CARS, AUTO DEALERS-USED CARS, AUTO REPAIR & SERVICE

Address: 2260 Roanoke Street, Christiansburg, Virginia, United States, 24073

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