Shively Motors, Inc.

This place is terrible I drove hours each way to look at a car that they falsely advertised the condition Not in good shape The hood would not even open It was hitting between the hood and fender The service manager just rips open the hood damaging the hood and fender more than they already were I also received different stories from the sales and service manager on the work they did to the car This place is more like a little corner used car dealer and not a franchise dealer You are better if you just move on to the next car you are looking at

We are sorry for the delay, however, we where waiting for an answer to our response first. The Revdex.com closed this issue since the customer had not responded. We have since mailed a check to the customer. We have already answered the issue of the financing. The salesman has no record of the customer trying to contact about the finance issue and she apparently never left any messages during these claimed visits. We were always under the impression that the customer was happy with her purchase and experience and this complaint is the first we knew of an issue. We are correcting the part that is possible. This is all the resolution that we can offer
Nick G***General Sales ManagerShively Motors Inc
###-###-####
***@shivelymotors.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The problem has still not been resolved *** and Shivley's seem to be grasping at straws, including using the "loose ground wire" excuse, which is a well-know fact that dealerships use when they can't pinpoint a problem I thank Shivley's for their attempts, but this is obviously a problem that Shivley's may not be able to deal with properlyAs far as Shivley's making it easier on me, it was only after I demanded a vehicle which was capable of getting me in and out of my place of residence, that I was offered a smaller 4WD vehicleSecondly, Shivley's and *** denied to pay the difference in fuel reimbursement It was only after the rental car company absorbed the fuel difference that Shivley's then offered to reimbursement me for the fuel.
The major problem I have is that Shivley's did not attempt to truly duplicate the problem or they would have left the car out in the extreme cold instead of keeping the car in a warm garageThe problem has ALWAYS happened when temperatures dipped below degrees fahrenheitIf Shivley's truly wanted to duplicate the problem, they would have left the car sit outside for a day or so, thus imitating the problem that I experienced on two separate occasions.
Regards,
*** ***

[redacted] in responce to the complaint that you received from [redacted] I would just like to say that we at Shively Motors are doing everything we can do to make this situation better. The one thing I would like **.[redacted] to know is we are doing everything in our power to solve this problem. We have been in touch with [redacted] tech advisors to inquire if they have seen or heard of this condition and if so what did it take to correct. This is not a known product condition but we were advised to inspect wiring to fuel pump and inspect fuel pump which we have completed. We are now looking in to the powertrain control module but have not been able to verify that as the problem at this time. The problem with determining the condition, both times it was towed in to us, the vehicle started and ran fine which makes it a difficult problem to find. We all so tried to make this as easy as possible on our customer by supplying **.[redacted] with a 4 wheel drive vehicle as she requested since you can not rent a car with studded tires and we did offer to reimburse **.[redacted] the difference in the fuel money between her car and the 4 wheel drive truck. We are continuing to work on this problem and hope to have it resolved very soon I am not sure how much more we could do at this time to make a unpleasant situation better. Thank you [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Regarding recent complaint #[redacted]. The business stated they had failed to pay due to a inter-company error. It has been three weeks since their response and I still have not received the payment. I believe this shows the integrity of this company. As far as the financing error. when the vehicle arrived, my only option was to not accept there "New" interest rate or lose my down-payment placed at the time of the order. I attempted to resolve these issues with the business. I went to the lot on three different occasions and the salesman was either busy or was not available.
Regards,
[redacted]

We would like to honor the commitment that was made by [redacted] for the test drive.  We also apologize for the inconvenience. Unfortunately we are not always kept in the loop when [redacted] runs programs like these and it was [redacted] who dropped...

the ball on this promo.  We will mail a gift card (from Shively Motors) for $50.  Again we apologize and hope to have a chance to earn your business in the future. 
--
Nick G[redacted]
General Sales Manager
Shively Motors Inc.
###-###-####[redacted]@shivelymotors.com

In response to the Revdex.com claim from [redacted], we would like to extend an apology and an offer of a $50 referral payment to [redacted].  Jason was under the understanding that a check had been sent out, however in our research of this claim discovered that in fact it was...

not. We apologize and will make it right.  As far as the hats,  I spoke with Jason and he does not recall ever discussing hats as we did not have any to give nor did we stock any hats at the time.  If giving the customer two hats will make her happy with us again, we'd be glad to order her two hats specifically for her.  We would have made these issues right much sooner, however we are just now finding out about the situation 8 months later.  The customer stated that the vehicle came in a few months later after the order was placed, but if fact it only took about 5 weeks.  This was actually shorter than the normal 6-8 weeks for sold orders.  The order was placed on 3/15/14 and she picked up her new [redacted] on 4/26/14. 
As far as the interest rate of 0% being quoted, we would have never quoted a 0% rate on a factory order as we do not know what the rebates and incentives will be when a sold order arrives.  We explained that there is a possibility that there may be 0% but it would only be for 36 months at best.  She ended up financing the [redacted] for 60 months at 3.64%.  All in all, we are very surprised that this customer feels this way. When she left she couldn't have been more excited, telling us about how she was going to upfit the vehicle and put bigger tires on it and other future plans for the [redacted].  This seemed to us like a very happy customer.  Every thing was fine and great even after she left the finance office where she would have known that the interest rate was not 0%.  We are wondering why this was never brought up or made an issue during the time she was taking delivery of her new [redacted].  Jason H[redacted] has been selling new vehicles in Franklin County since 1997 and has never had this type of review with the Revdex.com. This is one of the many reasons we value Jason as an employee.  We also understand that nobody is perfect and we will stand by the part where we fell short and that is the referral check for $50. 
We would like the opportunity to regain this customers trust and future business.  We hope to hear back soon. 
-- Nick G[redacted]General Sales ManagerShively Motors Inc.
###-###-####
[redacted]@shivelymotors.com

We would like to honor the commitment that was made by [redacted] for the test drive.  We also apologize for the inconvenience. Unfortunately we are not always kept in the loop when [redacted] runs programs like these and it was [redacted] who dropped the ball on this promo.  We will mail a gift...

card (from Shively Motors) for $50.  Again we apologize and hope to have a chance to earn your business in the future. 
-- Nick G[redacted]General Sales ManagerShively Motors Inc.
###-###-####
[redacted]@shivelymotors.com

I have to tell you my experience at Shively motors is how car buying should be. This was our day, we had decided we wanted a sublime green 2015 challenger skat pack and we had located one 2 hours from our home that was exactly what we wanted. I spoke to the salesman set the appointment, we got to the dealer and we were so disappointed. The car was not cleaned up, it still had road salt on it, (this was in june) then they would not even come close to the value of our trade so we left. We were there about 2 hours.
On the drive home my husband decided to stop at Shively Motors, Jay was our sales man, very pleasant, amazing salesman. We sat down he got on his computer found several that were close to what we wanted but I had my heart set on sublime. So we built one in sublime but they discontinued that color. Mean while they valued our trade and I can say they were very fair on the value we never even questioned it. We left settling for a B5 blue. He said he would look for one in sublime but we didn't feel hopeful. Jay calls me the next day he found our car in Ohio, He kept looking, which I can say pleased me. Then he drove there and picked it up we were in our car within the week, no headaches. We went to pick it up we were there approx. 1 hour doing financing. They were all so was efficient, I can tell you from sales to financing to service that was the best I have ever been treated at a dealer, last week I found a blemish on the mirrors factory mistake, they ordered two new mirrors no hassle. He noted I wanted a brochure for the car he found me one. He took care of every little detail of our purchase, and was not pushy or overbearing. I can say I will definatly give them all my business. They also have free inspection, deal on oil changes.

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, Jan 24, 2014 at 2:22 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].
To: [email protected]
/>
Dear Revdex.com,
Shively Motors called me at 11:15 AM today, Jan. 24, 2014 and stated that this morning my car finally duplicated what I was experiencing on Jan. 7, 2014 and on Jan. 18, 2014.  The Service Consultant proceeded to tell me that the fuel pump was bad in the [redacted] and that my fuel gauge was not registering correctly.  The service consultant told me that he was ordering a new fuel pump.  My question is why did the fuel pump not work on Jan. 7, 2014 but worked Jan. 10-17, 2014 and then again not work on Jan. 18, 2014 but again on Jan. 20-23, 2014 and then not again on Jan. 24, 2014???  It seems odd to me that the fuel pump is only working on days when the temperature is above 30 degrees F.  
I also discussed with the Service Consultant about the rental car and if I couldn't get a different car that still has 4 WD or all wheel drive that is better on gas mileage.  He responded that [redacted] would not approve of a rental that is not a [redacted] product.  Thus, this is why I was rented a truck.  I then asked if Shively's would help assist me with paying for the gas for this truck.  The service consultant would have to present this information to the General Manager of Shively.  
At 12:00 noon, Shively calls me back, at work, and I was told that  Shively's spoke to  the case manager from [redacted] and he approved a rental car  for as many days as it takes until my [redacted] is fixed and [redacted] also approved a rental  car that was another make and model (other than a Dodge) if that meant a smaller 4 WD or all wheel drive vehicle.  I accepted the offer from [redacted] to go with a smaller rental car starting at 3:30 PM on Jan. 24, 2014.  
[redacted]
"The only way to have a friend is to be one."
-- Ralph Waldo Emerson

            Shively Motors of Chambersburg PA serviced mu 2102 T&C Chrysler touring van on MAY 14, 2015. The following complaints: R[redacted] P[redacted] has no idea how to provide real customer service. The GM, B[redacted] B[redacted] is not any better. The two of them are not doing Chryslers reputation any good .I have had over 25 years with Chrysler vehicles and good service is one of the most important products that Chrysler should be producing so that people continue to buy the Chrysler vehicles. It is a shame I am seriously considering going with another car manufactured. Do not trust the multi-point inspection reports Shively's does. They are not filled out with the correct data or not filled out at all. My 2012 T&C touring van is till under OEM warranty, because these reports are not filled out correctly I was surprised at an inspection. Shively's told me that my OEM tires at 23,700 mi needed to be replaced. Just so happened that there was tire special going on. Service tech told me that 2 tires would not pass inspection so I authorized them put the Dunlop tires on that Chrysler was having, which was buy 3 get one free. I told the service rep that I really would like Michelin tires but he said that they would be a whole lot more but if I wanted a cost estimate he would write it up. At no time did he offer me the same special buy, 3 Michelin tires get one free. I talked to my local repair shop in S[redacted], PA. and he explained that he thought the tires would have probably passed inspection and why. S[redacted] garage told me to call the state police which I did. The state police offered to go inspect my old tires. This is what the police found: There was only one tire not two (as listed on service report) that would have not passed inspection. The policeman told me that the service tech told him that they offered me the Michelin tires as the same deal as the Dunlop tires and I refused. If that would have been offered I would have gone for it in all probably. So I ended up paying Shively's garage $670..90 for inspection of a 2012 T&C touring van that has 23,717.00 mi and is in still like new condition.
The reason I had Shively's do the inspection was that I have some vibration going on in the wheels when I brake. The service tech assured me it was because I needed new tires and a front end alignment. So after $670.90 I still have the problem with the vibration. So now I am off to W[redacted] to another Chrysler service center to try an find out what the vibration is while my car is under warranty

We are sorry for the delay, however, we where waiting for an answer to our response first.  The Revdex.com closed this issue since the customer had not responded.  We have since mailed a check to the customer.  We have already answered the issue of the financing.  The salesman has no record of the customer trying to contact about the finance issue and she apparently never left any messages during these claimed visits.  We were always under the impression that the customer was happy with her purchase and experience and this complaint is the first we knew of an issue.  We are correcting the part that is possible.  This is all the resolution that we can offer.
 Nick G[redacted]
General Sales Manager
Shively Motors Inc.
###-###-####[redacted]@shivelymotors.com

In response to the Revdex.com claim from [redacted], we would like to extend an apology and an offer of a $50 referral payment to [redacted].  Jason was under the understanding that a check had been sent out, however in our...

research of this claim discovered that in fact it was not. We apologize and will make it right.  As far as the hats,  I spoke with Jason and he does not recall ever discussing hats as we did not have any to give nor did we stock any hats at the time.  If giving the customer two hats will make her happy with us again, we'd be glad to order her two hats specifically for her.  We would have made these issues right much sooner, however we are just now finding out about the situation 8 months later.  The customer stated that the vehicle came in a few months later after the order was placed, but if fact it only took about 5 weeks.  This was actually shorter than the normal 6-8 weeks for sold orders.  The order was placed on 3/15/14 and she picked up her new [redacted] on 4/26/14. 
As far as the interest rate of 0% being quoted, we would have never quoted a 0% rate on a factory order as we do not know what the rebates and incentives will be when a sold order arrives.  We explained that there is a possibility that there may be 0% but it would only be for 36 months at best.  She ended up financing the [redacted] for 60 months at 3.64%.  All in all, we are very surprised that this customer feels this way. When she left she couldn't have been more excited, telling us about how she was going to upfit the vehicle and put bigger tires on it and other future plans for the [redacted].  This seemed to us like a very happy customer.  Every thing was fine and great even after she left the finance office where she would have known that the interest rate was not 0%.  We are wondering why this was never brought up or made an issue during the time she was taking delivery of her new [redacted].  Jason H[redacted] has been selling new vehicles in Franklin County since 1997 and has never had this type of review with the Revdex.com. This is one of the many reasons we value Jason as an employee.  We also understand that nobody is perfect and we will stand by the part where we fell short and that is the referral check for $50. 
We would like the opportunity to regain this customers trust and future business.  We hope to hear back soon. 
--
Nick G[redacted]
General Sales Manager
Shively Motors Inc.
###-###-####[redacted]@shivelymotors.com

I have to tell you my experience at Shively motors is how car buying should be. This was our day, we had decided we wanted a sublime green 2015 challenger skat pack and we had located one 2 hours from our home that was exactly what we wanted. I spoke to the salesman set the appointment, we got to the dealer and we were so disappointed. The car was not cleaned up, it still had road salt on it, (this was in june) then they would not even come close to the value of our trade so we left. We were there about 2 hours.
On the drive home my husband decided to stop at Shively Motors, Jay was our sales man, very pleasant, amazing salesman. We sat down he got on his computer found several that were close to what we wanted but I had my heart set on sublime. So we built one in sublime but they discontinued that color. Mean while they valued our trade and I can say they were very fair on the value we never even questioned it. We left settling for a B5 blue. He said he would look for one in sublime but we didn't feel hopeful. Jay calls me the next day he found our car in Ohio, He kept looking, which I can say pleased me. Then he drove there and picked it up we were in our car within the week, no headaches. We went to pick it up we were there approx. 1 hour doing financing. They were all so was efficient, I can tell you from sales to financing to service that was the best I have ever been treated at a dealer, last week I found a blemish on the mirrors factory mistake, they ordered two new mirrors no hassle. He noted I wanted a brochure for the car he found me one. He took care of every little detail of our purchase, and was not pushy or overbearing. I can say I will definatly give them all my business. They also have free inspection, deal on oil changes.

Review: I had purchased a van from Shively Motors & with it they gave me 2 keys, out of nowhere, the keys (electronic remote plastic type) wouldn't start the van at all, after waiting for a tow, it went to my regular mechanic, he said it needed a new ignition module, which I paid over $200 to have installed, he then informed me that the keys with this vehicle have a chip in them & can only be repaired by the vehicle manufacturer- I took it to Shively, they told me that was true & it would be around $100 to reprogram each key for the new ignition, I paid to have it towed to them (all the while the key will not work at all in the ignition, but will still Unlock & open the doors and hatch area), the next day, the serviceman from Shively Motors called & told me that both the keys I had couldn't be reprogrammed as my mechanic and he had told me the day before, now he said those keys had to be replaced, claiming both keys just happened to "go bad" (his words) in the same exact day.He actually tried to tell me that both keys worked one day, then the next one key had was "dead" & 1 key wasn't made for my vehicle. I explained I had gotten both keys from them with the vehicle & that the keys (which are like remotes & plastic not actually keys) still worked the doors but just needed reprogrammed for the new module-he said that he had no choice to replace both keys which will now cost $475...I got 2 opinions from 2 other mechanics-both told me that Shively's was lying to me & probably trying to make more money than they would by just reprogramming...I told him to go ahead and order the new keys, all the while I was reluctant because I knew he was lying. When I went in 3 days later to pick up the van and the new keys, the keys would no longer open the back doors of the van...when I asked him about this, he now said that it "must have broke", I told him that these doors opened just fine by remote/key before I brought it there & that I knew he was lying to get the income for repairing the doors that I didn't believe were broken, he said "I am done talking to you" then turned & left me standing there-having paid $469 for 2 remote type keys that now will not open my van doors. He was rude and arrogant during this entire process, said he was the manager and refused to admit that it would be quite a coincidence for 2 keys to break at the same time, then 2 new keys wouldn't open the doors that even the old keys worked. I am so upset that I want to be certain other people are aware of the way this company does business. I have since spoken with numerous other repair shops as well as the customer service department at Dodge and they all agreed that it would NOT happen that way.Desired Settlement: I feel I should get a refund for the $469 minus the cost to program the keys, I feel I was lied to twice. I do not think those keys needed replaced because Dodge told me the keys should have been very easy to program to work the new ignition module...furthermore, the new keys wouldn't work the back doors, which worked fine the day it was dropped off. I feel the new keys they gave me should be programmed correctly so they will operate the doors as they are supposed to & I should only have to pay what I was originally quoted for the programming of two keys.

Business

Response:

To whom it may concern I would like to address a few facts in this complaint first. To start the vehicle was taken to a independent repair facilty first for no start and the wireless control module was replaced did it need that or was it the keys along we do not know and can not comment on that. The two keys that was bought to us with the vehicle were not the two keys that came with the vehicle when it was new one key was the other key was not. When we tested the vehicle the keys tested bad there for we could not just program the keys they needed to be replaced and then programed could this have been the problem for which the vehicle would not start orignaly we can not know but this is what it needed now. The customer was contacted and made aware of this and the price was quoted and approved by the customer if they checked with two other repair faciltys and was told that this was not true why would they ok the repair because this was true. As far as the doors operating with the new remotes all the doors locked and unlocked and the right side sliding door did open and close with the new remotes the left side sliding door did not open or close with the remotes. I tried to explain to the customer that you can not half program keys if everything else works it must be a problem in that door which I still say is the problem the customer did not want to hear it and was very argutive about the situtation. I did offer to check the door for problems the customer just kept saying that you are going to fix the door at no charge I told him I would not agree to that but I would check it that was not good enough. I tried to explain to the customer that I have no reason to lie to him that I will check it and show him but I will not agree to fix something we did not touch or break I then told the customer I am just trying to explain and tell him the truth at that point he stated why dont you quit trying to tell me the truth and do it. Then he stated I will just see you in court and my lawyer will be contacting you it is at this point I stated ok and did walk away. I spend many thousands of dollars every year on training I have a very good technicains here we have been in business to long to try and take advantage of any customer and as far as checking with other garages and the customer service department at Dodge to see if it could happen this way. That is some thing no one could ever comment on because this is the way it happend. Like I said in the begining I can not comment on weather or not the wireless control module was even bad. The bottom line is we checked it we received the approval from the customer to repair it and we did repair it and the customer was able to drive vehicle out of our facilty which is all we worked on on this vehicle. There for in my professional opinion as a ASE certified techanican and 36 years as a Chrysler techanican and service manager I feel this customer has received good service at a fair price and the vehicle was repaired for what it was towed here for. Thank you for your time and if I could be of any furthur assitance with matter please conact me at 264-7134 which is Shively Motors and my name is Bob Parks thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

There are numerous reasons I am rejecting this response. The business mentions that we gave them the approval to replace the keys and asked why if we had contacted other mechanics who told us they were lying. We did in fact contact other mechanics....we had already spent $200 on the module (which was the problem & reason the van would not start), the reason we told them to purchase & program the new keys is because we had the vehicle towed to them and couldn't financially afford to have the vehicle towed to yet another garage...had we done that, the cost of the programming of our current keys which we believe were fine and the expense of towing would have been much higher than just paying the fee for new keys, which is why the decision was made to just get the new keys although we knew they could be programmed & the business was simply trying to make extra money. In regards to the one key being for a different vehicle-this is completely absurd, we purchased the vehicle from that same dealership & they provided the 2 keys, those keys have always operated the vehicle fine with no issue-is he now claiming that they sold us a vehicle & gave us a key that wasn't to that vehicle? Since my initial complaint, which was filed only an hour or two after leaving the dealership, I have yet another issue with those $500 keys, now the key sticks and will not come out of the ignition without a 20 minute fight. This has happened to me, my father in law, & my son. Just because a vehicle starts & will drive off the lot doesn't mean they completed the work correctly & charged us correctly. Also, I did bring it to their attention that the new key would not open the back door, this is when I was told "well how do I know that wasn't already broke"...the door opens fine, the key/remote just won't open the door so it isn't broke, the key is & the doors both opened fine with the previous keys that they claim couldn't be programmed. This is a simple job, we couldn't start the van, so we took it to a repairman with a good reputation, he installed a ignition module, which he is willing to testify he ordered correctly by part #, but because he isn't a Dodge dealer, he couldn't program our keys for the new module (apparently this is typical practice for Dodge and not unusual to have to go to get the keys programmed, which is an easy job according to everyone I have spoken to, including Dodge. Also, when I contacted Dodge, they called them with me on the line, they asked if they had tested the door to be sure it worked, the person whom I believe to be the service manager replied "No, we only tested to make sure the vehicle started, not if the door worked". So I now have 2 issues, the key will not open the door (which I had no problem with when dropping the vehicle off), and the key sticks in the ignition. In regards to the professionalism you mention, I think it's clear by the response, there is a lack of professionalism in the replies (not just mine but the other one on the Revdex.com site as well). I do believe, contrary to what is included in the response, that this service center & dealership will fabricate and even do things when repairing vehicles to ensure the vehicle will be brought back for further work and therefore more income. In regards to reputation, it doesn't take much online research including social networking sites to see that dishonesty and overcharging is a common issue with this business. This explains why much of the response isn't accurate and has been manipulated in some way. For example, I kept trying to explain to this gentleman that the door was fine before I brought it in, actually asking him to stop lying (It doesn't even make sense that I would tell him to stop telling the truth). Furthermore, the vehicle has an even worse issue than I stated as the key sticks and will not come out. I feel as though I paid $500 for two keys that I didn't need in the first place & now do not work correctly. I have contacted numerous watchdog type businesses to further investigate. I have also found & contacted many people with similar situations and strongly feel this business is working in an unethical manner. While the Revdex.com is certainly held in high regard in my mind, I intend to pursue this matter much further. In regards to legal action, this is one of the only truthful statements in this joke of a reply. I did threaten and fully intend on legal action, but my wife disagrees in that the legal fees would be higher than the $500 we paid for the keys, unless we move forward with a Class Action Lawsuit involving numerous individuals. At this point, we simply want this rectified as my wife & I both are saddened by the terrible service and unethical behavior we have witnessed ourselves and heard about from others.

Regards,

Business

Response:

Shively Motors is sorry that this customer is not satisfied with the repairs made to his van. They purchased the van from Shively Motors in April of 2010 with less than 45,000 miles on it. When they purchased the van they would have received 2 matching keys. The keys to this van actually are all plastic and look like just a remote with one end that is inserted into the ignition switch located on the dash. This van is equipped with power sliding doors on both sides. The remotes have buttons on them that operate each power door as well as buttons to lock and unlock the vehicle with a panic button as well.

The van was brought to us for service in September of 2013 with over 90,000 miles on it. It was towed in because an independent garage replaced the Wireless Control Module (WCM) but could not program the keys. The WCM controls the ignition to communicate with the key. We did in fact try to program his keys, but they would not accept the programming. This tells us that the keys themselves were bad. The other issue with the keys is that one of the keys did not belong to this van. We know this for a fact because the key lacks the buttons for the power sliding doors and is the incorrect part number for this van. This key would not have been the key received when the customer purchased the van back in 2010. This is why we told the customer that he needed 2 new keys to operate the van. The customer gave us the approval to perform this work and both keys now operate the van.

The issue with the one power sliding door not functioning with the remotes could not be a problem with the keys. When keys are programmed, they either work all functions or not at all. This problem likely is an issue with the door module on that particular door. The work we performed would have had no effect on this problem. We offered to look at the door for him at no cost, but only would accuse us of breaking the door.

The issue with his key now sticking in the ignition would actually be an issue with the WCM that was installed by the other garage. We do not know if the WCM installed was a factory part or an aftermarket part. We have seen this same issue in the past, and it is not caused by the key, but the fact that the WCM will not release the key. It needs to be understood that “keys” today are more like computers and require proper communication between the key and the vehicle for it to function properly. Many people do not realize how these new systems work and that is understandable. This is why we have factory trained technicians and the expertise to deal with these complicated new systems on many new vehicles.

Unfortunately, we believe that the customer will not trust anything we say or do at this point. Shively Motors has been in business for 75 years and has and A+ rating. This did not happen because we treat customers poorly or try to take advantage of them. Unfortunately there are times that a customer feels otherwise no matter what we try to do to correct the problem.

All of this being said, Shively Motors is willing to offer the customer a refund in the amount of $269 as a gesture of goodwill. This is based on the figures used by the customer of $469 less $100 to program each key. We hope that this settlement will satisfy the customer, and if they choose to use another shop to do any future repairs we respect their decision. Considering the customer’s attitude towards Shively Motors that may be for the best. We

are always disappointed to have an unhappy customer, and always hate to lose a customer. We truly wish the customer well, and hope that they can have their problems fixed and enjoy their van for many years to come.

Sincerely,

Vice President / Shively Motors Inc.

Consumer

Response:

The reason we are rejecting this response is because this is simply not the truth & the small amount they are offering is not what it will cost to get two new keys made and programmed-a job which they were supposed to have done after fabricating the fact that they couldn't just reprogram the keys to begin with. They claim the keys aren't working because the module was installed by a 3rd party mechanic & that the module itself was an after market product, both of which are false. I have attached a receipt rom the mechanic, showing that he clearly worked directly with an authorized Dodge dealer (Hoffman Automotive) and ordered the part from them (part is listed on the receipt coming straight from factory and not an aftermarket or reseller). They claim that the module is the correct one for our vehicle on the receipt. Furthermore, this response is still fabricated in regards to the keys, while this explanation does explain very well and accurately the keys themselves, the response still claims that we were not given those keys with the vehicle when purchased, which is NOT TRUE. We have never purchased keys for that vehicle and have always used those same 2 keys that they gave us with no problems at all. After speaking with the mechanic who worked with Hoffman Automotive (A Dodge authorized repair service), I am more convinced than ever that these keys could have been programmed from the beginning and all of these issues would have been avoided; however, I feel strongly that Shively Motors lied about that so that they could charge the additional fees for purchasing and programming 2 new keys, In addition, within a day of filing my original complaint, I also realized that the keys will not only not open the door (my original issue) but they also cannot be removed from the ignition). I have asked Dodge directly, the mechanic who installed the module, & Hoffman (the authorized Dodge service center) and all have instructed me that if they keys will not come out and the door will not open, there are only 2 options for the problem: 1-The keys were programmed incorrectly (either intentionally so I would need to come back for more service and the repair facility could make additional money) or 2- They are the wrong keys...according to these experts, there are no other solutions to my problems. Both of these causes would be a direct result of Shively Motors either intentionally or unintentionally causing the issue of the key not opening the door and not coming out of the ignition. So now I am still out a total of $700 plus towing fees for a van that has been sitting in my driveway for weeks since this complaint was first filed. The only thing that will satisfy me & make me see Shively Motors in any favorable way is a full refund (and they can have their keys back of course as they are useless to me). I will then once again have to pay to have the van towed to another repair facility, most likely Hoffman (from the receipt above) and have them do the exact same job that Shively Motors was hired to do & failed.

Review: [redacted]

Regards,

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Oct 1, 2013 at 5:54 PM

Subject: ID [redacted] Info requested FW: Ignition Node Invoice

To: [email protected]

Hi. I am emailing you the following receipt that I discussed in my last response. I received a message from [redacted] requesting the receipt again (I had attached it to my last response via your website but I guess it couldn’t be opened). My ID # is [redacted]. This receipt came directly from the mechanic. Please feel free to call or email me with any issues opening this receipt. It basically shows that while Shively Motors claims the mechanic used an aftermarket part, that is simply not true as you can see on the receipt Hoffman Automotive is an authorized repair and direct seller of the vehicle and it is in no way an aftermarket part.

Thanks

Business

Response:

Shively Motors has made a good faith offer to attempt to satisfy the customer. We offered exactly what the customer requested as a refund based on their own figures in their original complaint. We are offering the amount of $269 not because we believe that we did anything wrong, but want to try to make the customer at least partially satisfied.

Unfortunately the customer only wants to accuse us as liars and promote slander towards our company and employees. There are times when no matter what efforts are made on our part, the customer will just not be satisfied. Shively Motors has stated our case in this matter and cannot offer any further resolution to this complaint.

Our offer of $269 still stands if the customer will accept it, otherwise we have nothing further to comment on this complaint.

Sincerely,

Vice President / Shively Motors Inc.

Consumer Complaint - Desired Settlement:

I feel I should get a refund for the $469 minus the cost to program the keys, I feel I was lied to twice. I do not think those keys needed replaced because Dodge told me the keys should have been very easy to program to work the new ignition module...furthermore, the new keys wouldn't work the back doors, which worked fine the day it was dropped off. I feel the new keys they gave me should be programmed correctly so they will operate the doors as they are supposed to & I should only have to pay what I was originally quoted for the programming of two keys.

Consumer

Response:

I feel that the last response only proves my point. I do not disagree with the fact that I have shared my story with everyone that will listen (which is not slander as I have been honest) & I have already explained that in my initial complaint I didn't yet realize that they keys would not come out of the ignition without a 20 minute fight....so it only makes sense that I would now just want to return the keys for a full refund. Why would I return the keys if I were lying & they worked? They do not work & the vehicle has been sitting for a month. Also if Shively Motors is willing to offer a partial refund, why not just give that refund for service cost then allow me to return the brand new keys for a full refund...unless they also feel there is something wrong with the keys? And finally, they haven't in this last response explained why the only explanation they gave was to blame the other mechanic & saying the ignition module was either the wrong one or after market part..now that I have proven with receipt that this was an authorized retailer & service center & was in fact the correct module, they have offered no explanation other than the one I suggested & sadly I feel that is because my initial thoughts & concerns were correct. I am still asking to return the keys for a full refund so that I can go elsewhere to get the same job done almost a month later & still out all towing fees. I will also have to pay for the original keys to be programmed so I'm not really financially equal to what I have lost even with a full refund but am looking for at least an honest effort of doing the right thing on their part by just taking back the keys for a full refund because they are correct that you can't help satisfy all customers but this seems to always be their standard response & comes at a time when they have no explanation left. Any business would just take the keys back & offer a refund if for no other reason than the sake of good business. As I stated before, I gain nothing by returning the keys. ..why would I return them then pay additional towing fees & another service center to do that same job unless I were telling the truth?

Review: [redacted]

I am rejecting this response because:

Regards,

Review: Truck has one problem after another some existed at time of sale and some within days after the sale. Truck has been to garage for repair 2 times and same problems still exist. They are now refusing to fix problems because of the costs involved . Some issues were repaired , but not all.Desired Settlement: To have another qualified chrystler dealership mechanic handle our problems . I do not want to deal with their sales team or mechanic any more because issues are not getting resolved with these people it is causing us loss of our time and much frustration on both ends.

Business

Response:

This vehicle comes with a 3 month/3000mi powertrain warranty, which covers engine, transmission, and drivetrain components. All issues that Shively Motors has repaired were not covered by the warranty provided. [redacted] was offered an extended warranty at time of delivery, which she wanted, but by the time the contract was done printing, she changed her mind and said she did not want any coverage.

As stated above all issues, which [redacted] was not charged for and was paid for by Shively’s, are listed below and were not covered by her basic warranty…

Hourly labor rate is $85.

Diagnostics

*2.5hrs ($212.50)

Removed Aftermarket Remote Start system

*.7hrs($59.50)

Replaced Cluster and Test

*Parts ($536.00)

*1.5hrs ($127.50)

Replaced heated seat elements on both seats

*Parts ($650.00)

*3.0hrs ($255.00)

Wiring repair in driversseat

*Parts( $12.50)

*.3hrs ($25.50)

Replaced Battery

*Parts ($104.29)

*.3hrs ($25.50)

Replaced Keyless entry

*Parts ($71.82)

*.5hrs ($42.50)

Shively Motors of Chambersburg PA serviced mu 2102 T&C Chrysler touring van on MAY 14, 2015. The following complaints: R[redacted] P[redacted] has no idea how to provide real customer service. The GM, B[redacted] B[redacted] is not any better. The two of them are not doing Chryslers reputation any good .I have had over 25 years with Chrysler vehicles and good service is one of the most important products that Chrysler should be producing so that people continue to buy the Chrysler vehicles. It is a shame I am seriously considering going with another car manufactured. Do not trust the multi-point inspection reports Shively's does. They are not filled out with the correct data or not filled out at all. My 2012 T&C touring van is till under OEM warranty, because these reports are not filled out correctly I was surprised at an inspection. Shively's told me that my OEM tires at 23,700 mi needed to be replaced. Just so happened that there was tire special going on. Service tech told me that 2 tires would not pass inspection so I authorized them put the Dunlop tires on that Chrysler was having, which was buy 3 get one free. I told the service rep that I really would like Michelin tires but he said that they would be a whole lot more but if I wanted a cost estimate he would write it up. At no time did he offer me the same special buy, 3 Michelin tires get one free. I talked to my local repair shop in S[redacted], PA. and he explained that he thought the tires would have probably passed inspection and why. S[redacted] garage told me to call the state police which I did. The state police offered to go inspect my old tires. This is what the police found: There was only one tire not two (as listed on service report) that would have not passed inspection. The policeman told me that the service tech told him that they offered me the Michelin tires as the same deal as the Dunlop tires and I refused. If that would have been offered I would have gone for it in all probably. So I ended up paying Shively's garage $670..90 for inspection of a 2012 T&C touring van that has 23,717.00 mi and is in still like new condition.
The reason I had Shively's do the inspection was that I have some vibration going on in the wheels when I brake. The service tech assured me it was because I needed new tires and a front end alignment. So after $670.90 I still have the problem with the vibration. So now I am off to W[redacted] to another Chrysler service center to try an find out what the vibration is while my car is under warranty

Review: I purchased a 2013 [redacted] on May 16, 2013 from Shively Motors in [redacted], PA. There was a manufacturer recall on the Power train module for my model and year in June 2013. I had my [redacted] in Shively Motors for the recall on July 29, 2013 to reprog[redacted] the Powertrain Module. That was done. On Jan. 7, 2014 with temps at -4 F, the [redacted] would not start and had to be towed to Shively's. On Jan. 18, 2014 temps were at 20 degrees F and [redacted] would not start again! It had to be towed again to Shivley Motors. The recall in June 2013 from the [redacted] Group LLC was for 2013 [redacted] manufactured March 1, 2012 through February 28, 2013 equipped with a 1.4L multi air turbo engine and dual dry clutch transmission. These vehicles may experience an engine stall when the temperature is 20 degrees fahrenheit or colder!! Well this is my car exactly with the same issues, EXCEPT, my car won't even start…it tries to turn over but never makes that final fire! I have an open case with [redacted] Group and they too are not standing behind their product and honoring the recall in full. This is the third time if you count the June 2013 reprogramming, and Jan. 7, 2014 and Jan. 18, 2014. [redacted] wants to give me the [redacted] back as they say they cannot duplicate my issue at Shively Motors. I said that I have to stall out a third time and be towed before [redacted] will honor the recall and the PA Lemon Law!!!!???? I even has to tell [redacted] to relay to Shively Motors to leave the [redacted] sit outside on the lot in the cold temperatures so that they could experience what I experience on early mornings in the cold! They have not done that as far as I am aware as of Jan. 24, 2014. I need a reliable vehicle as that is what I paid for or financed back in May 2013. I can't be driving around in the middle of winter and wonder if my car is going to start. I also have an extended warranty on the [redacted] that covers for a rental car for 3 days! It has been 5 days and I still have no dart. [redacted] assured me that they will pay for two of the days for a rental car but can't promise anything after two days of coverage. Today is Friday, Jan. 24, 2014 at 11:00 AM and I have not hard from [redacted] nor Shively Motors about my car and its current condition. I cannot keep paying for a rental car, a [redacted] 1500 truck 4WD and the gas to fill it!!!! I asked for a rental car that either hard 4WD or front studded tires (like my [redacted] has…studded tires) so that I could get in and out of my place of residence. Shively's gave me a truck!!!!! and neither Shively's nor [redacted] will assist me with the cost of gas, which I think they should.Desired Settlement: replace my [redacted] with the same model or newer ,if, not same model on their lot, or a comparable car of my liking.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Jan 24, 2014 at 2:22 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Dear Revdex.com,

Shively Motors called me at 11:15 AM today, Jan. 24, 2014 and stated that this morning my car finally duplicated what I was experiencing on Jan. 7, 2014 and on Jan. 18, 2014. The Service Consultant proceeded to tell me that the fuel pump was bad in the [redacted] and that my fuel gauge was not registering correctly. The service consultant told me that he was ordering a new fuel pump. My question is why did the fuel pump not work on Jan. 7, 2014 but worked Jan. 10-17, 2014 and then again not work on Jan. 18, 2014 but again on Jan. 20-23, 2014 and then not again on Jan. 24, 2014??? It seems odd to me that the fuel pump is only working on days when the temperature is above 30 degrees F.

I also discussed with the Service Consultant about the rental car and if I couldn't get a different car that still has 4 WD or all wheel drive that is better on gas mileage. He responded that [redacted] would not approve of a rental that is not a [redacted] product. Thus, this is why I was rented a truck. I then asked if Shively's would help assist me with paying for the gas for this truck. The service consultant would have to present this information to the General Manager of Shively.

At 12:00 noon, Shively calls me back, at work, and I was told that Shively's spoke to the case manager from [redacted] and he approved a rental car for as many days as it takes until my [redacted] is fixed and [redacted] also approved a rental car that was another make and model (other than a Dodge) if that meant a smaller 4 WD or all wheel drive vehicle. I accepted the offer from [redacted] to go with a smaller rental car starting at 3:30 PM on Jan. 24, 2014.

"The only way to have a friend is to be one."

-- Ralph Waldo Emerson

Business

Response:

[redacted] in responce to the complaint that you received from [redacted] I would just like to say that we at Shively Motors are doing everything we can do to make this situation better. The one thing I would like **.[redacted] to know is we are doing everything in our power to solve this problem. We have been in touch with [redacted] tech advisors to inquire if they have seen or heard of this condition and if so what did it take to correct. This is not a known product condition but we were advised to inspect wiring to fuel pump and inspect fuel pump which we have completed. We are now looking in to the powertrain control module but have not been able to verify that as the problem at this time. The problem with determining the condition, both times it was towed in to us, the vehicle started and ran fine which makes it a difficult problem to find. We all so tried to make this as easy as possible on our customer by supplying **.[redacted] with a 4 wheel drive vehicle as she requested since you can not rent a car with studded tires and we did offer to reimburse **.[redacted] the difference in the fuel money between her car and the 4 wheel drive truck. We are continuing to work on this problem and hope to have it resolved very soon I am not sure how much more we could do at this time to make a unpleasant situation better. Thank you [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I have to tell you my experience at Shively motors is how car buying should be. This was our day, we had decided we wanted a sublime green 2015 challenger skat pack and we had located one 2 hours from our home that was exactly what we wanted. I spoke to the salesman set the appointment, we got to the dealer and we were so disappointed. The car was not cleaned up, it still had road salt on it, then they would not even come close to the value of our trade so we left. We were there about 2 hours.
On the drive home my husband decided to stop at Shively Motors, Jay was our sales man, amazing man. We sat down he got on his computer found several that were close to what we wanted but I had my heart set on sublime. So we built one but they discontinued that color. Mean well they valued our trade and I can say they were very fair on the value I never even questioned it. We left settling for a B5 blue. Jay calls me the next day he found our car in Ohio, He drove there himself and picked it up and when we went to pick it up we were there approx. 1 hour doing financing. I can tell you from sales to financing to service that was the best I have ever been treated at a dealer, last week I found a blemish on the mirrors factory mistake, they ordered two new mirrors no hassle. I can say I will definatly give them all my business.