Shelor Motor Mile, Inc.

Review: On June 20, 2014 I purchased my fourth vehicle from Shelor in Christiansburg, Va. It is a 2007 Jeep Wrangler. It came with a 14 day 50/50 warranty but only for some repair items. The problem is that the Jeep was sold with me and my wife signing a contract stating we were taking the vehicle home in good condition and they were selling us the vehicle in good condition. On the test drive it popped out of first gear and made a loud bang. I simply thought I may have not gotten it into gear correctly, signed papers and brought it home. That was a Friday, on Sunday took it to work and noticed the windshield had a chip and didn't drive it much til it was repaired on Friday the 27th. Going to the doctors office after the windshield repair it again popped out of gear but more violently. I immediately went to my friends house a car restorer and lifetime mechanic. I told him what happened and looked on various Jeep forum sights. Jeep has a technical service bulletin for the problem TSB: 21-001-10. As it is extremely dangerous to have a vehicle popping out of gear like it did crossing a street it of course should be a repair issue in a warranty period or out of a factory warranty as Chrysler knows about the problem but won't fix it. As I was leaving my friends house he yelled for me to come back there was a big spot of oil under the vehicle, I had been there about 30 minutes and was twice the size of a silver dollar which I took a picture of. We got under the vehicle and there was a steady stream of oil coming from under the vehicle that s simple oil change or inspection on a service rack in a few moments would have been very noticeable. I called Shelor and took the vehicle back that day, immediately was being told an oil leak is not covered. The transmission issue was a 50/50 repair, as I this was my fourth vehicle purchase I told my wife we would have it fixed without to much cost. Tuesday July 1st I received a call it was the problem I already knew and the synchro in the transmission was the fault and would have to come up with over $700 to fix it and the oil leak. Being a do-it yourself mechanic doing oil changes and other maintenance and other repairs myself I know the main cost of the oil seal replacement is that I believe is labor that is involved the transmission being removed to install it. As the transmission should already be out of the way to put in the the part for the transmission labor should be minimal yet with the dealer adding another $250 toward the repair over the 50/50 I still have over $500 to fix a vehicle that I drove for less then a week and has been sitting at the dealership more then in my possession. I can believe the dealership may not of had the vehicle popping out of first gear in the time they had it there is no way an oil leak as bad as it is was not detected with something as simple as an oil change and a look under a rack in the few minutes, I was telling the service writer what was going on it had a noticeable spot of oil under it during the time I was there. Only conclusion I have is that either they knew about the problem during a look under it and did not fix it while on a rack or didn't look at the vehicle at all and sold it. I have had 2 different people at the dealership explain I should expect oil leaks from an 2007 vehicle. I traded a 1995 Honda that leaked a small amount of oil but had well over 200,000miles and have a 2007 Mitsubishi Endeavor I purchased from Shelor in 2011, it has over 100,000 miles that leaks nothing. The 1997 Trans Am I have also has over 100,000 miles on it and there are not oil leaks under it. The Jeep was here exactly a week and there are 3 spots of oil in my driveway and two spots of dead grass where I sat it in the yard. I understand that the vehicle is used and also understand that it has over 100,000 miles I did not expect major repairs. Me and my wife signed a contract stating it had a limited warranty but we also were told it was being sold to us in good condition and we were taking it home that way. Major oil leaks and a transmission that could cost you your life if it pops out of gear at the wrong time is not good condition.Desired Settlement: Fix for a reasonable cost.

Business

Response:

This is in response to the complaint filed by Mr. [redacted]. I spoke with Mr. [redacted] yesterday regarding his concern and we agreed that $320 was reasonable for his portion of the repair. The vehicle is out of warranty and as a goodwill gesture we have agreed to pay for approximately 75% of the repair, leaving Mr. [redacted] with approximately 25%. At this time we consider this issue resolved and closed.

Sincerely,

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. As a further update, Shelor went above and beyond allowing me to trade back in the vehicle and picking a different one for my family. I will be purchasing from them again.

Regards,

I was at Shelor Kia July 9, 2014 and was interested in purchasing a 2014 Kia Soul. I was intersted in a Silver Kia Soul Exclaim. The young salesman took my information and said I will be right back. HE NEVER RETURNED. He sent in a new man that had worked at a competitor for 30 yrs. He had a "work up sheet in his hand with the full MSRP price and all the other charges that they charge you. The MSRP was approximately $21,650. I made a counter offer of $18,000 out of my pocket with them retaining the $1,000 rebate. He said that he would be right back. He came back in about 20 min. from the meeting with the SALES MANAGER. Not once did he mention the car I wanted. He tried to sell me the red colored special. I said that I was not interested in the red SOUL. What if is was Silver? he said. I replied that it was red and I was not interested. I have never been deserted by a salesman and then they tried to sell me a Soul that I was not interested in. GIVE ME A BREAK. I hope that Mr. [redacted] and Mr. [redacted] are happy with their employees. I have bought over 90 cars in my lifetime. I have never been treated this way and they will never have a chance to ever try and sell me a car. RUDE, arrrogant, ill-mannered, [redacted]. And, dont forget all of you other customer's they are going to charge you a $499 processing fee. FOR WHAT??????? Go somewhere else please.

Review: Recently purchased a brand new suv from Shelor on 4/20/15, a few days after delivery I noticed a few issues with the car. The car had a vibration at 60 mph and the drivers side door made a loud popping noise when opening and closing. I called the service department to schedule a appointment for repairs. After a 4 day wait I dropped the car off to be serviced. I received a call later that day that my car was ready. When I picked the car up I was told they could not feel the vibration and the oiled the door hinge. After leaving the dealership I discovered the car still had a vibration and the door still popped, the had just piled grease up on the hinge. I scheduled another appointment to have the car worked on again, after two days they called to let me know the tires needed to be remounted and b[redacted]ced and the door hinge needed replacing. They said the hinge would be painted by a outsourced body shop on the dealership property. Five days later my car was ready for pickup, when I picked the car up I discovered that my clean car was now full of dirt, grease, and paint dust I made my dissatisfaction known and left the dealership. Later that day while driving the car I noticed my drivers door was very hard to shut and in certain places would not close, the door was very out of adjustment. I also discovered the hood of my car had been scratched all the way down the hood, in the dust you could see what appeared to be a large square place, like some something had been sat on the hood and then dragged across. I contacted the dealership again for repairs to the door and the damage to my brand new car. When I took it in I was told it looked as if the service department or the body shop had set the hinge box on my hood. The said they would fix the door and the damage. I was given a loaner car that I was told to bring back full of gas as it was full, only to discover it was not. Also just to check up on the progress of the car repairs I drove by after work that night to discover my car setting on the lot with the doors unlocked and keys in the ignition. Finally two days later my car was repaired, I picked the car up without ever receiving any response from a manager for the issue. I should have been giving an apology from management for this poor customer service experience, not to mention the time, money, and deprecation I've lost on my side.Desired Settlement: I fell I should be compensated for the amount I will need to spend to have my car cleaned and detailed to get rid of all the paint dust. I'm not will to have the dealership clean my car due to the fact of how they treat customers property. I also feel I should receive some kind of compensation for the damage to my car, even though it was repaired and the work was outsourced neither side seems to agree on who damaged it. My car will never be 100% again and will always be able to see the paint on the hood is lighter due to being buffed out. Also all the trips I made on my days off from work to pick up a car that was damaged and not repaired, adds up to a large amount of gas, 60 mile round trip. Not too mention filling up loaner cars with gas because you have to return the full but they are not full when you receive them.

Business

Response:

Service Manager, [redacted] contacted customer and discussed situation and customer's dis-satisfaction in length.

Service Manager apologized for issues and for situation going this far before able to resolve.

Dealer is providing customer with set of floor mats, a free lube, Oil & Filter change, and a complete detail of his vehicle.

Customer is happy and satisfied with the outcome.

Customer Relations

6-2-15

Very friendly reception,everyone does a great job,I just love it at Shelor,Thank You

Review: [redacted], a sales representitive with Shelor, Guaranteed my father, [redacted] and I ([redacted]), that if we drove 62 miles from Bluefield WV to Shelor, that he would guarantee us we will be able to trade vehicles on the terms we discussed online and over the phone in as many as 5 conversations. [redacted] took my credit application and told me it would be "no problem " to trade vehicles with him (shelors). [redacted] also was aware of the value and condition of mine and my father's vehicles, and my income and credit score,taking that into consideration, he guaranteed we could obtain financing since Shelor finances vehicles "with their own bank" (cars financial). We set an appointment with [redacted] at 2pm, Thursday July 11th. I was told to bring all my information and my checkbook, and be prepared to take delivery of our new vehicles. After taking the day off from work and missing a day of pay, I spent $60 on gas to get there, and upon arrival at Shelor motor mile, [redacted] wasnt even there for his own appointment with my father and I. The other sales reps had no clue of what we discussed. A Mr. [redacted] found our info that [redacted] had processed, and let us know we do not qualify for any type of financing. We were lied to, causing me to lose a days pay, $60 in gas, and wear and tear on our vehicles.Desired Settlement: Shelor should trade with us regardless of my credit score , since [redacted] guaranteed us a trade with No problems. Also, I want the money I missed out on from a day of work and wasted fuel for the trip. $180 total

Business

Response:

Dear Ms. [redacted], I contacted Mr. [redacted] yesterday and told him that I would look into the situation further and try to come up with an approval on a vehicle. I will contact him back later this afternoon and I will update you on the status of the complaint. Thank you- [redacted]

Business

Response:

Dear Ms. [redacted], I spoke with Mr. [redacted] last night and we have agreed to send Mr. [redacted] a goodwill check in the amount of $180.00 as he requested to reimburse him for fuel and loss of job time. We were not able to obtain an approval that was satisfactory to Mr. [redacted] due to his credit rating and the amount of monies owed on the trade, but we are going to stay in contact until we find a vehicle that works and until Mr. [redacted] has more down payment. We consider this complaint resolved and closed at this time. Sincerely,

Review: I purchased a vehicle two weeks ago from Shelor. The vehicle had a hesitation when I purchased the vehicle and the sales lady, [redacted], told the service department about this issue. They claimed they checked the vehicle when I returned the following Tuesday to pick the vehicle up. (We live 75 miles away so by the time we went over there twice we had already traveled 300 miles) Once I got the truck home the hesitation was still in the truck so I called back once again and they sent a tow truck to pick the vehicle up. After three days and several phone calls they did not return they finally called to inform me the truck was ready. They had found some loose wires and fixed them. Today when I went to pick the vehicle up, it was completely covered in grease. The floor, the arm of the door, the seat (it has tan interior so this is very noticeable) were all covered in grease. As I walked around the truck I noticed that my vehicle had been hit. The rear bumper had been hit in the corner. There is a scuff mark and the bumper is bent up. I did not move the vehicle and immediately went inside and asked to speak with a manager. After speaking with several people, I finally spoke with [redacted], the head of service. He informed me that I could come back on Monday to have my truck cleaned. (75 miles back home then 75 miles back to shelor and then 75 miles back home again). He said "You have to think of this when you buy a car so far away". I asked if they could possibly tow the truck again or just have it towed back to the house after it was finished. His response was only if I paid the fuel to have it towed. And as far as my truck being hit, this was just as if I had parked it in the [redacted] parking lot and they couldn't do anything. However, I did not park my vehicle where they parked it. They had my vehicle in their hands. They came and picked my vehicle up and took care of it and drove it. Also, the [redacted] parking lot has cameras so if my vehicle were to get hit at [redacted] they could tell me who did it. Not only could they do nothing to help me, not one of the managers, [redacted] nor [redacted], even offered me an apology.Desired Settlement: I want my truck picked up, cleaned and the bumper replaced. I have already drove and paid the gas for 450 miles. They took the responsibility of my truck when they towed it and I think ethically they should fix the damages.

Business

Response:

I spoke with [redacted] this afternoon and discussed his concern. Since he lives a distance from the dealership, we agreed to send him a check for $200 to cover a detail, fuel and bumper repair. We apologize for the experience and look forward to servicing the vehicle in the future. We consider the issue resolved and closed.

Sincerely,

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.

Regards,

Review: I recently purchased a vehicle from Shelor Motor Mile. The salesperson did not return my license to me and stated he would mail it. It has been two weeks and I have not received my license. I am going away on a trip for seven days in which I have to drive to my destination and will not have a license. I have spent over 3600 on this trip and the careless act of a Shelor employee will limit what I can and cannot do. I also lost money on my rental and will have to put miles on my personal vehicle because the Shelor employee did not return my license. I had this vacation booked for over 6 months and should not cancel due to the error of an employee of Shelor. I have called over 10 times with no resolution to my problem.Desired Settlement: I would like an apology and compensation.

Business

Response:

Date Sent: 10/29/2013 9:36:16 AMDear Ms. [redacted],This is in response to the complaint filed by Mr. [redacted]. After researching the concern, we found that we did mail Mr. [redacted]'s driver's license to him, but it was returned to Shelor becasue we had noted an incorrect house number in the address. [redacted], Sales Manager, has been in contact with Mr. [redacted] and has apologized for the inconvenience and we have offered him a full detail of his vehicle and a tank of fuel for his trouble. He is scheduled to return to the dealership today to get his license, detail and fuel. We sincerely apologize for the mistake and we have address the situation with the employees involved. 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.I returned to Shelor to have my vehicle filled with gas and have my car detailed. My car was filled with gas however the detail job was terrible. The car was not detailed well and to top it off several scratches are on the roof of my new car. [redacted] from the Toyota dealership was shown the damage to my car and he assured us he would contact the manager again. I did arrive late as I do not get off work until 5:00 p.m and it takes an hour to get to Christiansburg. I am very unhappy with the detail job and I do not feel like I should have to waste another few hours driving up there and have my car detailed again. I decline the detail but I want the scratches to the top of my car fixed. I have recently had two deaths in my family and I will be unable to return until next Wednesday to have the damage fixed.

Business

Response:

Dear Ms. [redacted], I attempted to contact Mr. [redacted] and left a voice message asking him to return my call. Today, [redacted] came to the dealership and spoke with [redacted], Sales Manager. We have contacted an outside mobile repair company to fix the scratches on the vehicle. We have provided the company Ms. [redacted] contact information and they will contact her to set up a time to complete the repair at her convenience. Ms. [redacted] agreed this was an acceptable resolution. At this time we consider this complaint resolved. 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,[redacted]

Review: On 10/14/2013 my husband took my new Toyota Highlander to the Shelor Motor Mile Toyota service dept. to have it's first oil change done because it's offered for free by Toyota for the first 2 years. After the oil change was done my husband brought it home and parked it in the garage ready for me to go to work 6 hours later. I decided to have lunch with my daughter around 2 p.m. so I drove appx 2 miles to meet her. After eating I drove appx. 2 miles to pick another daughter up at school and then drove appx. one mile to the bank. On my 1 mile trip back home I started hearing an awful noise from my car and about 1/10 mile from home a light started flashing on my panel. I took the car to the front of my house and cut it off and got out, I then looked under it and saw oil pouring from it. At that point I went to the basement where most of the oil had already leaked out throughout the day but didnt check under my car why should I have to look under a brand new vehicle. My neighbor then checked the oil filter and found it to be loose and the dipstick was dry. At this point I called the service department at Shelors and they sent a truck to pick up my car and brought me a rental. Meanwhile I am late for work and wondering what damage has been done to my new Toyota. After a day of no response from Shelor I called and they stated they had their expert looking at it and so by the 3rd day me and my husband decide to pay them a visit. We are getting ready to go on vacation and need to know something. I let them know that I wanted a brand new vehicle because I no longer trust this one. They replaced actuators on the engine and some kind of pin acutally broke and I sure dont want to have to pay 5 more years on a vehicle that has been tampered with especially the engine. They said they would trade the car but I would have to give them $2,000 difference because of the depreciation because it has miles on it, thats not my problem, I wasnt in there trying to trade just because it was because they had messed up my new car. I then called the owner and spoke with him (David Hagan) really hoping he would settle this but instead he got an attitude, so I told him my attorney would be getting in touch with him and he said that was fine. This is now 4 days , so about an hour later his sales manager calls me back and tells me we dont wont to have to go to litigation so you can use your military discount ( I'm in the National Guard) and now you can have a new Highlander for $1,250 and taxes, so I replied that now my FREE oil change was gonna cost me $1,250. In the meantime I have posted what has happened over the past 4 days on fb, someone calles Mr. Hagan and tells him he should do the Christian thing and this angers him and once again he has his sales manager call me and tell me that all offers are off the table. I picked up my Highlander on that friday and have heard nothing from them since.Desired Settlement: Just want them to pay off my vehicle so I can cut all ties with them and go on my merry way and buy a Highlander from some other dealer.

Business

Response:

Dear Ms. [redacted], This is in response to the complaint filed by Ms. [redacted], #[redacted]. We acknowledge that a mistake was made when changing the oil in the Toyota Highlander. We have repaired the vehicle back to industry standards and the vehicle still has the full remainder of the factory warranty. We did make an offer to provide an Extended Service Contract which would cover the vehicle beyond the factory warranty coverage, but the offer was rejected. We then offered to trade the vehicle for a difference of $1250, but that offer was also rejected. Under normal circumstances it would have been a difference of $4,000 or more to trade but we made concessions and absorbed the additional expense, so we feel as if the offer was extremely fair. We were threatened with an attorney and we told the customer we would be happy to speak with the attorney. We then received a call from an anonymous caller, not involved with the transaction, commenting on the situation and we feel that was inappropriate and we would not discuss the matter. Once litigation was threatened, we told the Sales Manager to withdraw the offers for resolution and we went back to what our legal obligations were, and that was to repair the vehicle to industry standards with warranty coverage. We did not respond further because we felt like we had made two reasonable offers and both were rejected. Sincerely,

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.The fact that they offered an extended warranty does not make me feel any better if I were to be sitting on the side of the road at 1:00 a.m. when i'm traveling home from work each night, kind of hard to write out a $400 payment each month for 5 more years for a vehicle I have no confidence in. Thats why I buy Toyota's is for there reliability in which I have lost in this vehicle, thanks to Shelor's negligence. As far as them removing offers after I threatened them with an attorney is a lie, they took all offers off the table when someone called the owner and told him to do the Christian thing. Also was it legal for Hagan's sales manager to call me and even give me the phone number of the person who called him. I will be speaking with an attorney tomorrow if there is nothing the Revdex.com can do in this matter. [redacted]

Excellent service at Shelor Motor Mile.

Review: Me and my Gf purchased a leased vehicle on 04/30/15. I have called and they will not help on the issue of mileage. They only gave us little over 1200 miles to use monthly and have the proof they only figured mileage we use on a daily basis based on my usage my Gf is on the lease as well and we made it very clear we both use the vehicle on a daily basis and they are shafting us out of money because it's like everytime we pull out of the driveway we are getting charged for excess mileage. They will not correct the issue. They need to add her to the mileage evaluation so we have more miles monthly. This is not fair business practices and Will pursue if not taken care of.Desired Settlement: Add Gf to the lease mileage evaluation so we have more miles monthly and Will be satisfied

Business

Response:

Mr. [redacted] and Ms. [redacted] leased a vehicle from the Shelor Motor Mile on April 4, 2015 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 12,840 miles per year (under the 15,000 yearly limit / 1,250 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 $0.15 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. [redacted]’s usage but again, the cost for mileage would be the same either way. If Mr. [redacted] and Ms. [redacted] would like to terminate the lease, they can do so by paying the early termination fee of $2,000 plus any mileage overage due at the time of termination.

Sincerely,

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.

[Shelor motor mile did not evaluate with us how many miles would be driven on a daily basis and did not ask who would all be driving the vehicle on a daily basis. They did not apply ms. [redacted] to the mileage evaluation even though we made it clear to the salesperson we would both be driving it on a daily basis Shelor motor mile was just trying to make a sale and doesn't care about the customer obviously. All we are asking is to fix the issue on hand without any further action.]

Regards,

Went in for my 5000 mile check on my 4Runner. In and out very quickly and the technician explained how the rest of my free checks and oil changes will go up until 25,000 miles.

Review: On February 2nd of this year, I experienced an unintended acceleration problem on the interstate. We immediately called Toyota headquarters who directed us to have it towed to a Toyota dealer to have it looked at. We had the car towed to Shelor. They looked it over and told us what they thought was the problem. We decided to have the car towed to our mechanic instead to have the car fixed. However we were billed unexpectedly for a diagnostic which we did not authorize and didn't feel we should have to pay, since we were working in compliance with Toyota's direction. Shelor said we were responsible since they felt the problem with the car was not a manufacturer's defect.Desired Settlement: We would just like to be refunded for the diagnostic fee since we didn't authorize it.

Business

Response:

Spoke with Mrs. [redacted], 2-26-16 @ 8:41am...Explained to Mrs. [redacted], Shelor feels diagnostic charge justified based on results. Customer was advised to have vehicle towed to a Toyota Dealer based on the information that was provided by the customer in relation to a similar complaint related to unintended acceleration.After diagnosis, the result was found to be positive battery cover was lodged under throttle allowing the throttle to remain applied. (Battery appeared to be new, but not installed by Shelor) Technician removed battery terminal cover & throttle operation returned to normal. Under further inspection, found the brake lamp in dash was on due to no fluid in brake master cylinder. Customer declined any further repairs. Brakes needed repaired before any test drive could be completed. Customer had vehicle towed from dealership.Based on findings, Shelor feels diagnostic charge was justified. [redacted]Shelor Motor Mile--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.

Regards,

In their response, Shelor said that the battery terminal cover, once removed, resolved the acceleration issue. However, the diagnostic, which we paid for, did not explain why the car accelerated on its own. That has not been explained to us. That is why we strongly feel that it is unfair that we were charged for the diagnostic, when it has been undetermined what caused the acceleration in the first place.

Manager [redacted] said we had been approved via the info we submitted via the web for a 2004 Jeep Liberty. He said he was going to hold the vehicle for us and we arrived at the stated time. He just got done selling the Jeep right out from under us.An 1.5 hour drive each way for nothing. They then tried to sell us another vehicle in the same price range and spent several more hours doing finance.We then got rejected by the bank because this vehicle was to old.Thanks for wasting an entire day of our life.Liars.

All the staff were very professional and friendly.

First class treatment from beginning to end. The sales and finance departments are excellent. I bought a car from a different dealership two years ago and there is no comparison. I will do business with them again.

We continue to shop at Shelor Motoe Mile because of the outstanding customer service we receive from the Shelor team. [redacted] and [redacted] at Shelor Toyota have always gone the extra mile to accommodate our needs and are the reason we keep coming back. At the finance center, [redacted] makes us feel welcome and right at home, while Brian and Pete take time to explain all our purchase options and make the buying experience a pleasant one. The service people are knowledgable and very pleasant to work with. It is well worth our drive from Chilhowie to trade with Shelor and we will continue to come back when we want to trade again. Over all, we can't say enough about how pleased we have always been with Shelor Toyota and highly recommend it to all our friends.

Review: We were given an Internet price by [redacted] We told him we would be there the next day. When we got there, after a 2 hour drive, [redacted] was off and they would not honor the quote we were given by [redacted] We were quoted a payment of $361.88 for 60 months for a Subaru Legacy with a premium package with the trade of our 2007 Ford Escape. They Offered a$444 payment. I do not know where [redacted] got his discounts and rebates, but we even questioned him about the price several time to make sure we heard him correctly.Desired Settlement: We woul like them to honor the price given to us by [redacted] or come reasonably close.

Business

Response:

After researching the concern, it was determined that we could not come to an agreement on trading vehicles due to the value of the trade. We gave an estimate over the phone based on the information given by the customer. When the customer arrived and the trade vehicle was evaluated, it had a few issues that were not discussed over the phone, therefore the estimate could not be honored and the market value was lower. I spoke with Mrs. [redacted] this evening and offered to honor the $4,000 for the trade that was offered by the Subaru General Manager. The figure will be good for 3 days and 300 miles. I also offered to see if there was any additional discount that could be given on the Subaru Legacy. She stated they were not interested and were not going to make the trip back here from [redacted]. We apologize for any inconvenience the customer experienced and wish them the best in their search for a vehicle. At this time we consider the issue closed.

Sincerely,

Review: We researched and found online a GMC Acadia through Shelor Motor Mile and spoke with an internet sales rep for the company over the period of 2 weeks. He notified us that we could look at the car but there was currently a recall on some component of the seat belt and until the part came in, we could not actually leave the lot with the car; due to this information we chose to have him keep up updated as to when the repair was made and then we would decide to drive to VA to look at the car. Again, 2 weeks after initial contact, he notified us that it was ready and he would have the car fully ready and waiting for us at a specific time. We did not originally realize the dealership was 2 hours away but decided to go anyway b/c we were having trouble finding this vehicle in AWD in our area. When we arrived, we were connected with one the the sales staff ([redacted]) who gave us the keys and we went on the test drive. The car appeared to drive fine and we generally liked the car, except we discovered the AC did not work. We were a little confused b/c we were assured the car would be ready (and assumed in working condition) since we were in communication with internet sales for 2 weeks. When we arrived back at the dealership, we notified [redacted] that we really liked the car but the AC did not work. His only response was "oh I'm sorry to hear that, is there any other car in the lot that you would like to see?" We were surprised by a sales person not showing better problem solving skills at the moment. We looked around at a few cars and told [redacted] that we were really dismayed to find out that after 2 weeks of communication with this dealership, that the AC did not work and then on top of that we drove 2 hours away to see a specific car, not to look around at other cars. We had to ask him if the shop could take a look at the car and see if the AC was fixable. He said that it was possible, but that in a couple of hours the shop would close and it would likely not happen today. We then discussed the possibility of delivering the car to our house if we even chose to buy the car after the AC was fixed and [redacted] stated that it would be fine. Again, we were surprised that as a salesperson, we had to make suggestions about how to make the situation work out. We also located a large pile of a gummy substance (like gum) under the arm rest of the front seat area and told [redacted] about it. He said that he would personally take care of making sure it was removed. We told him that we knew it was a used car, but he assured us the car would be detailed of course, but that would definitely be addressed. We purchased the car w/ the "We Owe You" specified to the AC and another area and it was supposed to be delivered to our home the following Monday. Monday night rolls around and no car. We call [redacted]'s desk phone and it says that he is on vacation - out of the office. We call his cell and ask him to call us back - we never received a call back. Later Monday night we receive a call from [redacted]'s co-worker who tells us that he is working in [redacted]'s place while he is on vacation and that the car is still being worked on but should be ready around Wed. Car is delivered on Wed. The car is very dirty. Red mud all under every floor mat. Change under all of the floor mats. We found cd's under the 3rd row seat. Greasy hand prints on the passenger sun visors. Dirt on the inside ceiling of the car/interiors. Red mud on the back seats (like shoe prints). And the sticky gummy glob under the arm rest was still there. You could tell that the car had not been detailed and probably became greasy after visiting the shop. We never noticed the red mud under the floor mats initially with the test drive, but we also thought it would be detailed. It was obviously never detailed in the first place after being purchased from the auction = that's why there was loose change all under the mats and cds under the 3rd row seats. Now, there is a loud metal whining sound when backing up and also driving forward (on the driver's side). Just got off the phone from [redacted] who is the GM Sales Mgr with Shelor and he states that the only option is for us to drive 2 hours back to Shelor to have them detail detail/clean the car (for the 1st time) and to fix the car. He said that they will not give us money to get the car detailed locally and/or fixed locally b/c that would be money in another dealership or business's pocket. Also, they will not come and get our car b/c of "liability issues" - b/c they would be concerned about driving our car. Yet, they drove our car to us after we bought it. We are confused. We could go on about several other things, but this was a summary.Desired Settlement: Bring us a loaner car, take our car to be fixed/cleaned/detailed in the original manner it was assured at purchase. Driving to VA (round trip 4 hours and then waiting 2-4+ hours for the car to be fixed/cleaned) is not an option. This was Shelor's error and they need to fix it. We should not have to have it inconvenience us any further.

Business

Response:

This is in response to the complaint filed by [redacted] and [redacted], Sales Manager at the Super Store, has been in contact with [redacted] as well as [redacted]. The customer opted to have the rear brake pads replaced in NC and we have agreed to pay that repair of $143.05. We also agreed to pay $100.00 toward the cost to detail the vehicle and we also agreed to pay $30 toward an oil change. We changed the oil before the vehicle was offered for retail sale, but the customer elected to do it again due to a reading on the vehicle that indicated the need for a change. We apologize for any inconvenience this transaction may have caused Mr. and Mrs. [redacted] and the feedback has been shared with the appropriate Managers and staff. At this time we consider this issue resolved and closed.

Sincerely,

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'm sure they do consider the matter closed seeing as how they get out of the matter as cheap as possible with as little responsibility for the fraud they committed. Selling someone a car that hasn't been inspected is fraudulent . The Sales manager tried to tell me that the car was inspected and also that the oil was changed back around may. However, my wife had an oil light come on a mere two weeks after having it. Also, when I checked the car out myself the oil light said it had 5% oil life left. He tried to write that off as not a big deal. That sometimes those light come on or weren't reset. Yea right. Ive enclosed a picture of the 5% oil light and a picture of the brake that was down to the metal. The mechanic that looked at the car for me told me that those brakes never would have passed inspection yet I have a paper of the inspection with brakes checked off and passed. He also told me that the power steering hose was leaking and that wouldn't have passed inspection either. He also showed me where the entire undercarriage of the car is rusted . He said the car was either from the beach or up north. He said that if I kept spraying it with rust precentor it should be ok. I didn't even complain about that because why bother? So , basically we were told the car had been inspected, detailed and serviced before it was sold to us , however the brakes were bad, the power steering was leaking and the oil life was 5% and it was very dirty inside when it was delivered. I found loose change in the back seat, dried dirt all inside of it, a rap cd in the one of the compartments, etc.. They offered me 100$ credit for the detail which doesn't even cover a full detail which we sent them from another place. It would be 240$ for that. This place is crooked and maybe as a customer there isn't legally anything I can do about it, I don't know. I will definitely be finding out though. I also plan on contacting whatever governing body in virginia deals with dealership fraud and will be letting them know about these practices the Shelor has been committing. This issue is not resolved and never will be unless they pay to fix these issues we sent them totaling around 1800$. I will not drive 2 hours back to their dealership to have them address something that should have been handled before selling me this car. They offered to pay for the brakes and the oil change and 100 $ detail totaling around 270$ out of the 1800$ worth of things that needed to be addressed, which they said was not covered in their 90 day warranty . This is by far the worst dealership I have ever been to and if my wife drives this car and something happens to her based on things that shouldn't have been wrong with this car in the first place they will have a much bigger problem on their hands.

Regards,

[redacted] & [redacted]

Business

Response:

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,

Shelor Motor Mile

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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.

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]

Review: I talked extensively to 2 of their salespeople about a vehicle I was interested in. I live 220 miles from the dealership and asked both of them extensively about the condition of the car so I would not have any surprises if I drived all the way there. I went through the financing step and got pre-approved and they promised me an agreed upon amount for my trade. When we got there the vehicle had many issues that were not disclosed to me. Seats were damaged, back bumper had gouges in it, one of the wheels was damaged and lots of chips in the paint. Both these sales people told me over the phone there was nothing wrong with the vehicle and that it was in excellent shape. They lied!!!! They also were charging me an extra $500 to certify the car but when I checked the vehicle thoroughly I find the windshield wipers were bad (suppose to be replaced when it goes through certification) so I doubt they did what they were suppose to. This fraud I will talk to Ford about as well. Talked to general manager because I was very upset and he told me I had a right to be upset and that he would make it right. Unfortunately they did nothing except they offered me a tank of gas for my trouble. I never take the time to leave reviews but this was so blatant how they misled me just to get me out there, I had to do something. Me and my family wasted 9 1/2 hours which is not right. I will be complaining to Ford motor company and anwhere else I can find to file a complaint.Desired Settlement: Reimburse me for cost to drive to dealership and my time wasted (9 1/2 hours).

Business

Response:

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 vehicle. We 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,

Business

Response:

I wanted to let you know that I spoke with Mr. [redacted] this afternoon and we agreed to do a goodwill payment of $235 towards fuel and his time. This matter has been resolved.Thanks and have a good afternoon.[redacted]Shelor Motor Mile[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 received a very rude email from one of the sales consultants, [redacted], that my husband and I were dealing with. I had emailed him and told him that I would like to buy a car from him if he can find the vehicle that I wanted (and included everything that I want). If he could do all of this I would buy a car from him. I emailed [redacted] a list of what I wanted to include on the vehicle on April 27, 2014. On April 28, 2014 I had talked to [redacted] by email and phone. When talking to him on the phone he had told me he found the vehicle with captain seats for the second row. I had told [redacted] this isn't what I wanted; I wanted bench seats. I had also told [redacted], by email, to please send me the information on the car when he finds it before going to get the car. [redacted] had sent me a picture of the outside of the vehicle that he said he found matching everything that I wanted. He also sent me a picture of the back seat of the car which had bench seats. The window sticker that he had sent me said the interior was black/tan but the picture he sent me was a grey looking color. In the meantime, without my knowledge, my husband was talking to another dealership about locating the car I wanted. When my husband got home that evening he informed me this other dealership had found the car that I wanted and this dealership would also ship the vehicle in for me instead of driving it like Shelor was going to do. I had sent [redacted] an email informing him that my husband had been talking to another dealership and they found exactly what I wanted. I also told him that if I had known this information sooner I would've let him know then. On April 29, 2014 I receive a very rude email saying that "I have given you professional attention to this matter. I would have liked the same." [redacted] went on to say"As I'm writing you this email; we have transportation going to get this Durango that you requested to have. I understood you to say that you only wanted to work with me and this dealership. Had I received a quicker response by phone I could have prevented this gross error. Now we will have a Durango in our inventory that we really didn't want. It was what you wanted." I then received a text from my mother that [redacted] had called her and was trying to get the contact number straight. [redacted] had just called my cell phone the day before so I have no idea why he called my mother. I then received a text message from [redacted] April 28,2014 saying "What am I supposed to do with your Durango? It will be here in two hours?" I was floored! I never once told [redacted] to go and get any vehicle. He went and got this vehicle without my consent and then blames me and is rude to me. Needless to say I sent [redacted] a very long email about the whole situation and how I didn't appreciate the way I was treated. My husband also got involved and sent the 2 sales managers from Shelor Dodge an email and we have never heard back from them. [redacted] also told my husband that I had sent him ([redacted]) an email saying go get the car. This is a lie. Never once did I send this email. I have all the emails and text messages [redacted] has sent me and that I have sent [redacted]. Hense why I am contacting the Revdex.com. This is poor service for a customer. [redacted] never apologized for the way he treated me. All he said was "I want to apologize for jumping the gun a little." [redacted] had sent my husband the back of one of the seats showing it was tan; I had told [redacted] I wanted black. [redacted] sent me the window sticker which had listed the vehicle had captain seats; again not what I told him I wanted. His response to that was "The pictures on there website was incorrect. I was as suprised about the Durango as you." [redacted] never looked at the sticker price before he had his guys go get this vehicle. Not my fault, his fault completely. [redacted] also said "Chrysler is saying that you can't get the bench with rear entertainment." This is not true because the vehicle that I bought from the other dealership has bench seats with rear entertainment. I am very disappointed in how I was treated and how no one has followed up with me to see what happened and what they can do for me. If I had driven to Shelor, a little over an hour away, I would have not bought the vehicle [redacted] had someone go get. It was not like he said it was. Needless to say I got my Durango that I was looking for from [redacted]; a very professional, friendly, kind & courteous dealership that I would highly recommend and go to again. One of the bad parts about this situation is that I would've been a returning customer for Shelor. I have bought there before and so has my family. Never will I buy there again.Desired Settlement: I never would have gone this far (contacting the Revdex.com) if I had gotten an email, phone call, apology from [redacted] and the sales managers. The only apology I received from anyone was from [redacted] and he apologized for "jumping the gun." I have every email & text messages that was sent & received. Very disappointing the sales managers received an email from my husband and we have not heard a word from them. All I want/wanted was a phone call from the sales managers acknowledging they are aware of the what is going on, a true apology from [redacted] for being so rude and unprofessional to me. If I still don't hear anything from at least the sales managers, I will go to Shelor corporate.

Business

Response:

Dear Ms. [redacted],

This is in response to the complaint filed by [redacted]. I spoke with Ms. [redacted] yesterday regarding her concern. I apologized for the treatment she received and assured her that we value each customer and that we regret that we lost her business. I am going to send Ms. [redacted] a $500 Additional-Trade-In Value certificate should she decide to give us another opportunity to help her get a vehicle in the future.

Sincerely,

Consumer

Response:

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,