Shelor Motor Mile, Inc.

Service Manager [redacted] has spoken with customer and explained will inspect vehicle with customer.  Can not determine issue over phone.  Customer agreed to bring vehicle in for inspection with Service Manager.
Appointment is set for  Thursday, April 2, 2015 @ 8:30am to...

inspect.
[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 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]
The Business ([redacted]) has stated that I have not contacted them.  I sent an email to Shelor Toyota ([redacted]) on Dec 1, 2017 explaining my problem. I received an email from [redacted] today asking what he could do for me.  I will resend my Dec 1 email.

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]

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 service manager did call however,  the information he said was discussed was not. The information about only being charged $30.00 instead of $90.00 was not even mention in our conversation. In fact I get that rate because my car is financed through Shelor with [redacted]. He did offer to look at the work done on the transmission. He did not address the service department employee lying , or the work not being done when I advised the employee to make sure all issues were addressed. I did advise him I was requested my $500.00 paid to the service department back so I can take my car and have it fixed properly. They had my car for over a month and for 3 weeks my car was not touched. When they did work on it they did not fix the other issues which included the brakes, exhaust manifold, misfiring and battery just to name a few of the issues. The service manager did not advice he was even working on the complaint just that he seen it and wanted to speak with me. I told him the only way to resolve my issue is that I receive a refund for the $500.00 dollars so I could get my car fixed right. I advised him I would not bring it back up there for them to keep my car for over another month and then be charged for work that was not done. Again he said he seen the complaint and wanted to see if he could help and for me to have a nice day. I excepted someone to call and discuss the complaint with me instead I received an email from Revdex.com in regards to the service manager response. I guess the whole business is good for nothing but lies. The only way to resolve this issue is a refund of the $500.00 paid to Shelor service department so I can getting my car fixed by a trustworthy mechanic.
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.
In an effort to resolve this matter outside the court system, I am willing to forego the rental car for the expected two days.  But, I would need the roof of my truck repaired at no cost to me.  I am also willing to let Shelor's Independent body shop due the repairs to help offset their cost.  Other body shops have advised me this is not normal aging of the vehicle and should be fixed immediately due to winter road conditions.
[redacted]

[redacted], General Manager at Chevrolet, contacted Mr. [redacted] this morning to review his transaction.  [redacted] explained that Mr. [redacted] elected to go with a special financing promotions, which requires that a customer rebate not be used.  This gave Mr. [redacted] savings on...

financing.  Mr. [redacted] stated he understood and that the issue was resolved.
Sincerely,
[redacted]

I purchased a used 2007 Chevy Equinox AWD on March 17, 2015. I was moving to Syracuse, NY to live with my daughter. On March 19, 2015, I noticed the Service Air Bag warning light was on and it has remained on to this day.
On October 12, 2017 I brought my vehicle in due to a possible gas leak. I was told it was the fuel tank module. Jason Lynch ordered the part and it was fixed October 13, 2017.
I also had Jason Lynch diagnose the airbag warning light issue. Jason Lynch told me it would cost $742.50 to fix. It had to do with a sensor under the passenger seat. Which I diagnosed myself while reading recalls for the 2007 Chevy Equinox the previous evening. I have a lot of questions because I feel this issue should have been already taken care of when the recall came out. Now, it's been 10 years and my VIN doesn't come up on any recall list. But, did it EVER come up on a recall list? How do I access that information? In reading the recall information it should have been taken care of before I purchased the vehicle in 2015. The NHTSA states clearly: When the front passenger seat is occupied the driver should ALWAYS check the air bag indicator to see if the airbag is on or off. If it is NOT CORRECT for the situation the passenger should be moved to a different seat. This can increase the risk of injury to a seat occupant during certain crash conditions.
DEALER WILL REPROGRAM THE SEATS ELECTRONIC CONTROL UNIT. This is were I get confused. Is it a Sensor, a Module or an Electronic Control Unit, and how would I know the difference? According to a recall list: Original Recall from the NHTSA Report Date: August 7, 2007 - NHTSA Campaign ID Number: 07V344000 component: Air Bags. When I entered the above ID Number, a 2007 Chevy Equinox same color as mine pops up on the screen. Also, Recall - General Motors number is 07174. I enter that number and a 2007 Chevy Equinox pops up on the screen, not the same color though.
With all of that being said, I feel if you have no documentation to support that my 2007 Chevy Equinox was fixed with the manufacturer recall back in August 2007 when the first owner had this vehicle. I shouldn't be charged for it now. Furthermore, I have had my grandchildren in this vehicle and had no idea I was putting them at risk. I look forward to hearing back from you as soon as possible. I absolutely love this vehicle and I have had no negative issues with Shelor, ever. I just need and want my questions to be answered in a way I can understand.

Respectfully,
Donna Mellicham

Review: I went to buy a vehicle and price online was $34,945 and I was told I qualified for all rebates and incentives, but when came to buy they increased the purchased price to almost $39,000. Even the proposal I was sent had the price at $36,000 and I didn't even get that. When I asked why the change when I qualified for everything no one could tell me why. I feel this is false advertising or a bait and switch, send you one price to get you in and then tell you they can sale for that. Then why even put that price online. This made my payment higher than quoted.Desired Settlement: If I qualified for all rebates and incentives and didn't get them then the difference of almost $700 should be sent to me.

Business

Response:

[redacted], General Manager at Chevrolet, contacted Mr. [redacted] this morning to review his transaction. [redacted] explained that Mr. [redacted] elected to go with a special financing promotions, which requires that a customer rebate not be used. This gave Mr. [redacted] savings on financing. Mr. [redacted] stated he understood and that the issue was resolved.

Sincerely,

Review: My spouse and I recently purchased a new 2016 Lancer and I traded in my 2007 Ford Edge and put down a $500 deposit. I spoke with [redacted] from the dealership yesterday and was not pleased with his information. He informed me that my car was sold and that "financing fell through" with the new car. This is one of the best scams ever! I was not happy with his "repossession" threat because if the contract is rescinded and they paid off my Edge and sold it (which is unlikely with the timeframe and [redacted] has probably not sent them the title to my car) then there is absolutely nothing to show to be "repossessed." I want this deal over with.Desired Settlement: I want to turn in their Lancer and get my Ford Edge along with my deposit back. If the Ford Edge is truly sold then I would like to see the bill of sale for proof and exactly what they sold it for and a check given to me for that price! All the stress this has caused is unbelievable. I am not coming back into their lot and signing another loan for less than $14,000 plus the negative equity and interest like [redacted] informed of yesterday. I want the following in writing: bank denial letter, why the bank rescinded the contract, and what are the going to do to resolve this issue. Please stop telling me it is our fault when your car salesman and financial department are the experts and we are the buyers that thought this sale was final once my employer wrote a letter. My Ford should have never been paid off or sold before deal was closed so it is not our fault that your salesmen put us in a car that couldn't be approved by a bank.

Business

Response:

We contacted the customer on August 24th to address her concern. The buyer and the co-buyer overstated their income on the credit application. We offered multiple options to the customer and all offers were rejected. This will most likely turn into a civil or criminal matter, therefore we decline to comment on the situation in detail.Sincerely,[redacted]

Consumer

Response:

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,

Review: I commissioned the service center at Shelor Motor Mile Subaru to give a second opinion on the cause of my engine failure. We were assured prior to having our car towed to the service center that they would be able to produce a letter describing the nature of my engine's failure. After 3 weeks, we were told that the car was ready. When we arrived, the representative representative told us that no letter could be provided because the engine had already been disassembled. Shelor Motor Mile was aware that they were providing a second opinion, and therefore the motor had been disassembled prior. They should have never accepted the commission if they could not give a second opinion diagnosis. The cost for inspection was $95, and towing to and from is $225. I feel that Shelor Motor Mile was extremely dishonest, and I feel that they cheated me out of over $300, and I was given nothing in exchange for my time and money.Desired Settlement: I would like to be refunded for the total cost of the service as well as the towing fees. I would also like Shelor Motor Mile to be flagged as a dishonest and shady business.

Business

Response:

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 2 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

Consumer

Response:

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.

There are multiple irregularities in the response from the business, in fact the response is full of outright lies. This strengthens my argument that this is a shady and dishonest business. The car in question is registered to myself, [redacted]. The check engine light has never been on since I have owned the vehicle. The secretary of the business, Shelor Motor Mile Subaru, gave verbal assurance that the mechanic could diagnose the cause of my car's engine failure and that Shelor Motor Mile would write a formal letter stating the nature of the cause of my engine's failure as second opinion for a court case that I have pending. When the business took the responsibility of diagnosing my car's troubles, they were well aware that they were giving a second opinion, and that the car had already been disassembled and inspected by another mechanic shop. When I was told that my car was ready to be picked up, I was told that a second opinion could not be given as a written response, even though that was the only reason that they had my car in their possession for three weeks. I was verbally told what the cause of the engine's failure was, but the business refused to give me the written statement that I commissioned them for, and for which they agreed to when they accepted the commission. I would have taken my business elsewhere and my car would have never been towed to Shelor Motor Mile if the secretary had not assured me that a formal written statement would be produced. The failure of this business to produce a formal written statement for which I paid quite a bit of money for, represents a clear breach of verbal contract, and I request full compensation.I have been deceived by this business, and they took more money that I could afford, and gave me nothing in return. They are deceptive, and if their written response is any indication, they are also manipulative and dishonest.

Regards,

Business

Response:

We were willing to provide the customer with the diagnosis and cause of failure they were seeking, but we were unable to do so without their authorization for more time/money. The answers they are seeking will take hours of disassembly/re-assembly to determine the root cause of failure. This is "written" on the customer's copy of the paid receipt, for which customer was provided a copy. Customer authorized us to spend 1.0 hour and we spent more than 3.0 hours. Therefore, customer is due no refund.

Review: I purchased a 2015 Jeep Patriot in January 2016. I was not happy with the total purchase of the vehicle, but because I wanted to buy it I did. I proceeded to receive a letter from Chrysler regarding a recall on the engine. Called and found out that because I was the only one in [redacted] that has to have the entire engine replaced. I called the service department and they are ordering the parts for the engine as we speak. I feel like I purchased a lemon and am afraid to drive the vehicle now even though I fell in love with it and this is the firs Jeep that I have purchased. I am now going to have to take time off and take the vehicle to Shelor to have the entire engine replaced and there is no guarantee this will be a smooth process. I have never experienced anything of this nature after buying a vehicle but I feel shelor knew about this. After I financed the amount I could have purchased what I wanted which was a 2016 Patriot but the salesman did not want to work numbers to put me in the vehicle I really wanted for that I am filing a complaint. I have family that has worked for Larry Shelor and I feel that I was taken advantage of.Desired Settlement: I would like to be placed into a new vehicle for the same amount of money I owe now on this 2015 Jeep patriot and financing may be hard now since it took so long to get this car financed for the amount of money I still owe. I want some compensation in this matter for purchasing a lemon

Business

Response:

The vehicle was purchased January 2016 and the recall was released by FCA (Fiat Chrysler Auto) in July 2016. The vehicle was delivered with no open recalls and there was no way for Shelor to know it would have any upcoming recalls.A repair order was created on 7/18/16 to order the necessary parts to perform this recall but only a portion of the parts were available to be ordered. Shelor parts department has been tracking the remaining parts and was able to place the order 8/1/2016. . The ETA on all parts is the end of this week (8/4-8/5/16).Once we receive all the parts, it will be a few days turn around to complete the Recall.There are less than 500 vehicles affected by this recall and according to the notification, several of them have already been inspected. The recall is limited to a certain engine size, sales code and build date so that is the reason it is such a small number of vehicles affected. All parts have been received and the customer was notified. (8/2/2016)...left message at work & on cell phone. Customer has not returned call to schedule appointment to have Recall completed and be provided with alternate transportation.Awaiting customer's return call.

Consumer

Response:

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]

Review: I am very disappointed in the lack of professionalism and disorganized nature of a car purchasing experience at Shelor. I spent Saturday visiting Shelor to test drive a car (which they said they would have ready when I got there but then they had to drive me to a new site and then send a sales associate to go get it). I then negotiated via phone throughout the day with the sales team (to accommodate my child's nap schedule and our 45 minute drive distance from the dealer). At 745pm they finally called me back and we had a deal. I offered to come down to take care of deal but the associate told me to just come in on Monday. We agreed to text on Sunday to schedule a time. I rearranged my schedule so I could come in at 9am (opening) on Monday. We began paperwork and I called my insurance company and had them set up insurance. After 30 minutes the associate went to check on the car. He then came back 20 minutes later to inform me they sold the car. I was shocked. The dealer had only been open for 15 minutes on Saturday evening and none on Sunday since we made the deal. I was not informed before I traveled a long distance to buy the car. I was told by the manager that it was my fault that I didn't put down a deposit (was never given the opportunity do so) and that I was in a rush (my child was over tired and needed a nap when I was on site and they were unprepared to show me car they said they'd have ready). I was also told they were in the business of selling cars, bottom line. Rather than customer satisfaction. I was floored by this treatment rather than an apology for wasting my time and giving me their word that we had a deal on a car. I would like an apology.Desired Settlement: Apology from leadership for this disorganized approach to selling cars, wasting my time and my husband's, and the rude treatment from their Toyota store manager who made it clear that he cares more about selling a car than respecting his customers.

Business

Response:

We have attempted to contact Mrs. [redacted]. [redacted], General Sales Manager, left a message and has not received a return call. We apologize for the inconvenience Mr. and Mrs. [redacted] experienced. We have reviewed the details of the visit and have communicated any necessary feedback to the appropriate employees so we can improve our processes and communication. Again, we apologize for the unsatisfactory experience and hope to have another opportunity in the future. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] This complaint is resolved.

Regards,

When I was purchasing a vehicle from the dealership, I expressed that I wanted a touch screen ratio in the vehicle. (They didn't have any on the lot) they said they were would put on in. We purchased the vehicle. when we called to set up the appointment they told us over the phone it was supposed to only take 2 hours. When we showed up to get the touch screen ratio installed, we were supposed to have a "londer vehicle" to use for the time being until the vehicle was ready, they said that they didn't have any and there was nothing they can do. They also told us that now it was going to take 4 hours to have it installed. We asked what we were supposed to do because we live 1 1/2 hours away. They told us we can walk to there waiting area. After walking around for 20 minutes completely lost and feeling embarrassed and humiliated. We see the service department at the top of the hill after walking for another 15 minutes we get there and when we told the receptionist that we are waiting for our vehicle and she told us that if we want a vehicle that we can rent one or wait the 4 hours. I will never buy another vehicle from this establishment or ever have my vehicle serviced there again.

Review: I emailed and called 2 weeks ago to end my gap coverage insurance I purchased with my jeep. I sent them a zero balance letter of proof and asked that they cancel my policy and refund the remainder. I have called and emailed multiple times asking how much the refund would be and when they would cancel policy. I got 1 email confirming it had been received and that there were customers ahead of me. It's been 2 weeks and I can't even get them to reply to me. [redacted] is the person to whom I was directed to by shelor and has been ignoring me. I find this extremely unprofessional and rude.Desired Settlement: I want the remainder of my insurance premium paid refunded and want to know how much and when it will be paid.

Business

Response:

I researched the concern and found that the check was mailed out yesterday, Wednesday, August 24th in the amount of $608.20. We received the request on August 10th. Normal processing time for cancellations is 2 to 3 weeks. We apologize for any inconvenience.Sincerely,[redacted]

Consumer

Response:

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,

Review: I purchased a 2012 ford fusion in April 2014. The car had approximately 18,000 miles on it. I noticed a ticking noise coming from under the hood on Sunday 7/27. I took the car immediately to Shelor the following day 7/28 at 7:30am. From that point on I am so dissatisfied with how I was and am treated as a customer. I was told it could be over a week before they even looked at my car, and that they did not have any rentals available that I could use until Wednesday at the earliest. My warranty covers a rental. Due to the noise I felt my car wasn’t drivable for everyday use so I left it at the dealership and had to find other means of transportation to work. The ford representative even said there was a car there with similar issues that had been sitting since the beginning of the week before because they were so backed up. It took multiple phone calls and emails later for someone to find a rental on the property. I had to arrange other transportation back to the dealership on my lunch break in which I was told that they had 5 rentals available and others were being cleaned. I observed the repair bays with no cars in them and mechanics standing around doing nothing. I am now told my car needs a new engine, so if I had decided not to leave it then I may have been stranded with no transportation. The way I was treated is not acceptable to me. The way I was treated is not acceptable to me. I have only driven this car 2000 miles.Desired Settlement: First I want a complete check up on my car and anything that is deemed wrong or failing to be replaced. Second I want the extended warranty that I purchased to start from the date of the new engine install, not from the date of the purchase because I fear something else will go wrong at a later time.

Business

Response:

Service Manager, [redacted] contacted customer 8/1/14. Explained the situation with appointments and rentals, and apologized for any mis-understandings. He explained to customer that a multi-point inspection was performed while her vehicle was here and a brake inspection with the brake pad measurements were provided at no charge to her.

As far as the Extended Service Contract, in order for the dates to change, she would have to cancel the existing contract, and the refund would go back to the lender, towards the loan, due to the fact the cost of the contract was financed in with the vehicle. She would then have to purchase another contract and would have to pay for the contract up front. It could not be financed in the loan.

Mr. [redacted] has not been able to speak with Ms. [redacted] regarding the Service Contract, as he left a message yesterday, 8/5/14 and she has not returned his call as of today.

Sincerely,

Customer Relations -Service

Consumer

Response:

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,

Consumer

Response:

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.

Review: We purchased a Jeep Patriot from in March 2014. Towards the end of June my husband noticed on my vehicle that the tires were wearing unevenly so he told me to take it to our repair shop and get an alignment. I did this and on July 1st, 2014 I was advised by them that they could not do the alignment on the vehicle as ball joint was broken and that because of this the tires are ruined and have already worn too far to salvage. They suggested that I needed to contact Shelor's immediately because they were aware I had purchased an extended warranty. I immediately contacted Shelor's and I spoke to [redacted]. I explained to him what was found and he set up an appointment. He assured me he was certain it wasn't the ball joint and that is was very common and he had seen where people fail inspections on jeeps because ball joints are looser than other vehicles but they would look at it. I asked him how long it would take to repair and was told it would take about an hour and a half if for some reason it was fond to be the issue. I asked him about my warranty and if this would be covered and he would not provide me the information but assured me again it probably wasn't the issue but they would look at it. The appointment was set up for July 10th, 2014. Because of the information he gave about the ball joints being lose, that same day I stopped by another trusted mechanic I use in our area and had him look at the vehicle as well. He confirmed the ball joint was bad and the tires were ruined so I set up for a day off of work and was scheduled to go down for them to look and repair on July 10th, 2014 as I was now certain it was the ball joint. I received a confirmation e-mail. A few days later I received an e-mail stating a "loaner" car had been added to the order. I was confused with this so I contacted them again as I was taking the time off work to drive 1.5 hours to drive down there. I spoke with [redacted] again and was advised that was sent just in case they did determine it was the ball joint and they didn't have the part on site to fix. On Thursday July 10th, 2014 I proceeded to drive 1.5 hours away in order to be repaired. upon my arrival I was greeted by [redacted] who had my information available to sign in. Almost immediately he sent a gentleman to get a "loner" vehicle. I told him I would just wait the 30 minutes for the repair that I didn't need a "loaner' car for just a few hours for the repairs. [redacted] proceeded to tell me he didn't know when the vehicle would be looked at and that they had vehicles sitting there from Monday that had not even been looked at or repaired and it could possibly be into the next week prior to my vehicle being repaired. I confirmed that I would not owe for the rental car and I was advised as long as I was to return the vehicle within 24 hours of them calling with my vehicle ready, I would not be charged. I also explained I felt they should look into replacing my tires as they were new tires when I purchased and due to faulty part, I wanted to see if they would replace. I was informed only the ball joint and alignment would be covered by warranty. On Friday at 3:30ish I got a voicemail (checked voicemail after work at 4:45pm) that my vehicle was ready and that I owed $20 upon arrival. I immediately had to rush as Shelor's closes at 6pm and I am under the impression I have 24 hours to return. I contact them and let them know arrival will be around 6:15 but was on my way as I do not want to be charged. I spoke to [redacted] again and I was very irate at this point because we were advised at time of sale on warranty there were no charges for repair on the warranty if returned to Shelor for the repairs. I was informed it was for "taxes" on the parts and services and that is paid by the consumer. I was advised that he would have [redacted] call me back. My husband then began contacting them and called [redacted] who was the gentleman that sold us the warranty. He left the impression that he was shocked by that fee and that we shouldn't owe that as well nor the tires because it was created from a broken part that is covered. He told my husband he would see what he could do. Upon my arrival the $20 fee was removed. [redacted] contacted my husband back on Saturday and told him he was still trying to get a hold of one of the managers as he did not have the authority to take care of the tires. No return calls were made. I finally filled out with the survey that is sent after service work and I started receiving calls within about 5-10 minutes after this. I was able to finally speak to the manager [redacted] in the service department. He apologized for the above mentioned behaviors of his team and he spoke with my husband and said he would see what he could do on the tires and gave my husband his number. My husband was sent pricing that were supposed to be at their cost pricing and the cheapest off brand tires they offered us were still $70 a tire and were not well rated. We offered to compromise with them and pay $50 per tire for a quality rated tire in order to compromise but all of our efforts were turned away. I feel as if we have been lied to on many occasions and that Shelors does not stand behind their word or their products even when getting the extended warranties on the products.Desired Settlement: Would be satisfied if we could compromise with $50 per tire of decent mileage tires. Just look for 2 on the front which is what was ruined with faulty ball joint.

Business

Response:

Customer's desired settlement at this point, is they would like to pay" $50.00 per tire of decent mileage tires--Just 2"

The offer made by Service Manager [redacted] (as goodwill for Customer Satisfaction due to the events leading up to the customer's complaint), was to charge the customer our cost for 2 tires, and no charge to mount, balance and install the 2 tires.

The customer was given pricing for 2 different rated tires, based on their request. we priced good and better brand tires. Regardless of which tires the customer chooses, we still agree to offer them at our cost, and mount, balance and install them at no charge to the customer.

The customer purchased an Extended Service Contract, which has exclusions and are listed in the Coverage Booklet provided by the Extended Service Contract Company (Costguard).

Sincerely,

Customer Relations Manager Service

Excellent experience. [redacted] was very, very helpful and patient and was more than up to the task of providing us what we needed. Thanks to all that helped us make this important decision.

Having been to Shelor to help my parents purchase vehicles before, we knew it was the place to go when it was time to purchase our car. [redacted] is a friend of ours and she did most of the prelim work with us on line before we got there. [redacted] was terrific. We're now firm buddies. They knew what we wanted & what we didn't. Both helped make the process simple & easy. We know that Shelor is honest, helpful and reliable. Best place to go for a good deal and great people.

service good don't care all these surveys