Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ( R**** ******) purchased a vehicle ( 2019 Dodge Durango GT+ ) at Shaver Chrysler Dodge Jeep on: January 18th, 2025 for the amount of $ 23,450. They ( Shaver Chrysler Dodge Jeep) said, " a 286 point inspection is performed on all their vehicles before purchase."
  One day after purchasing vehicle, check engine light appeared and stayed on. I returned to Shaver w/ the vehicle; only to have the service attendant test drive the vehicle for about 5 minutes. His response was " it appears to be fine." So I left.
  A couple of weeks later, the check engine light appeared again; only to dissappear shortly after. Another week passed and check engine light reappeared; only this time it was flashing- for about 3 times; before disappearing. I drove the vehicle to an auto parts store and scanned ( diagnosed) the engine.
  7 issues were detected w/ this vehicle. The list as follows: Replace spark plugs, Replace Ignition Coil, Replace PCV Valve, Flush Engine Coolant, Change Transfer Case Fluid, Replace Plenum Gasket and Emission Not Ready. I scanned ( diagnosed) the vehicle the next day at another parts store and received the same results. Note: I have the print- outs for those tests.
  Have attempted to contact Shaver 3 times; w/ 2 phone calls and 1 text message. However, no response. Would drive there if I thought my vehicle would make it; very concerned about the check engine light coming and flashing.
  I live about 40 miles away from Shaver w/ steep terrain to travel.

  

  Business Response

  Date: 03/10/2025

  All preowned vehicles sold at Shaver Automotive Group are repaired up to the smog and safety standards of California law. Please contact N***** ****** at ###-###-#### or [email protected] to resolve your concern. 

  Customer Answer

  Date: 03/12/2025

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23035528, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  R**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 Grand Cherokee from them in April of 2024 because I wanted the 80th edition model, thus I couldn’t purchase new. They sold me the car and made it seem like it was in excellent condition and practically like new and was just a lease turn in. There was one issue with the driver’s side passenger door that they supposedly fixed. Over the last almost 6 months, I’ve had nothing but problems with the car and now the back door won’t even open. Window stripping is coming off, under dash liner is coming off, air doesn’t work when it’s hot out, etc…I called the dealer 3 times and emailed 3 times, hoping they would help research my warranty or do anything to help rectify some issues and they refuse to respond.

  

  Business Response

  Date: 10/24/2024

  Please direct the customer to email me directly at ********@shaverauto.com or call my mobile at **********. 

  Happy to work with customer to resolve issues.

  A***** ******

  Customer Answer

  Date: 10/24/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22311668, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  A***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ram 1500 3.0 Eco diesel truck from Shaver Dodge in 2018, brand new. I came with a 5 year / 100,000 warranty on power train; 7 year / 50,000 warranty on California emissions. The crankshaft position indicator broke while I was traveling on a highway at 65 mph. I barely made it to the shoulder, crossing 3 lanes. I towed it to a local repair shop, Shaver is 65 miles away, I didn’t know what was wrong. The crankshaft indicator was broke, have to remove the transmission to repair. Dodge had no parts available, for over 6 weeks. 6 weeks with no vehicle. Finally replaced it but then the software needed to be updated, that didn’t happen for many many months. The truck broke down on March 8, 2023, part installed April 21, 2023. I was able to drive it just had to treat it careful, no fast take offs, no jack rabbit driving or the engine would crap out. I just had the software updated at Shavers and contacted Andrew Shaver owner and Keir Sole service director about getting reimbursed for repair. Shaver never responded and Keir only gave me an online 800 number.
  The truck had a NHTSA recall for the crankshaft position indicator. I submitted claims but they said the repair wasn’t complete yet because it also needed a software update which wasn’t available yet, for months. When the software update finally became available I resubmitted my claim, $1,168.90. But now they wouldn’t cover the cost of the parts only the software update.
  I was very disappointed in Shavers lack of help. I travel 65 miles to go there, I pass several other dealerships to get there.
  This is not right.

  

  Business Response

  Date: 03/11/2024

  We are happy to refund any monies associated with this request that we are able to obtain via factory reimbursement from the Ram brand.

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2019 Jeep from Shaver Automotive Group in Thousand Oaks, CA on 4/10/21
  I also bought Mopar Vehicle Warranty for a term of 36 months for $1295.00. I thought it would cover all normal vehicle maintenance but later discovered that it only covered oil changes. My mistake, but I think it should have been explained more clearly.
  On 7/18/23 I took the Jeep to Hunter Jeep in Lancaster, CA for an oil change. I was told that the oil change warranty had expired because the term in the system was only 24 months. I paid for the oil change out of my pocket.
  I called Shaver on 7/19/23 to complain and get the additional 12 months added to the contract and to get reimbursed for the oil change for which I paid. I was told that couldn't be done, but they would reimburse me for the oil change.
  On 7/20/23 I sent a copy of the repair invoice to Shaver. I've never heard from them.
  I think they just want me to go away, but they made a mistake and don't want to correct it. I'm out 1/3 the cost of the contract ($431.67) plus the cost of the oil change ($122,690. $554.27.
  
  While it's not specific to the above, I'm a senior citizen (77) and I can't help but wonder if they treat all their customers, especially seniors, this way.

  

  Business Response

  Date: 02/06/2024

  I have been in contact with the customer and have agreed to reimburse. 
  Should the customer have additional questions, please reach out to me at

  ***********************