Complaints

This profile includes complaints for Shantok Motors II, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shantok Motors II, LLC

  345 Gold Star Hwy Groton, CT 06340-6264

• 

  Shantok Motors II, LLC

  2246 Route 32 Uncasville, CT 06382-1224

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:08/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They neglected to remove the device that shuts off the car and it is now disabling my vehicle years after being paid off. Jaime at the service center blames me even though I fully paid my vehicle off and picked up my title and the employee never mentioned the device neeeded to be removed. They also refused to tow my car to them to remove it. Stay far away from them.

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 2014 ********** ***** from Shantok Motors in *********** **, on December 1, 2022. I also purchased a 2 year/24,000 mile service contract for $2,185.
  This car has needed several expensive services and now it needs a new engine for the cost of $7,000. The services it has had along with the dates and costs are:
  
  December 9, 2022, to December 19, 2022, the transmission needed to be replaced. Since the car was just purchased, it was done at no cost.
  
  March 21, 2023, to March 23, 2023, the front frame bushing brackets were replaced for a cost of $366.69.
  
  July 17, 2023, to July 19, 2023, the exhaust clamp sleeve was replaced for a cost of $124.64.
  
  November 27, 2023, to November 30, 2023, the service was to heat up the tie rods, free up threads, and add anti-seize. Also, four lights were replaced for a cost of $332.36.
  
  From December 8, 2023, to December 11, 2023, the headlight was replaced for $63.16.
  
  June 11, 2024 to June 14, 2024, the hi-pressure fuel pump was replaced for $1,352.85.
  
  When I spoke to Jamie in the service department, I asked if there was anything they could do and he informed me they could finance the repair.

  Business Response

  Date: 07/31/2024

  Hi ********,
  We have received your complaint. We are aware you purchased an
  extended service contract at the time of sale however, it is power train only
  and is valid for 24 months or 24,000 miles whichever comes first.  When
  you purchased your vehicle in December 2022 it had 107,489 miles on it, when
  you last brought it in for the motor repair the mileage on the vehicle exceeded
  the extended service contract 4,533 miles. At this time the repair is not
  covered because the extended service contract is no longer active due to the
  mileage of the vehicle. When you asked what options, we had for you to repair
  the vehicle, the only one we were able to provide would be an interest-free
  loan for the repairs. At this time, we would not be able to provide a repair
  free of charge. If you have any further questions, please reach out to us at
  [email protected] 

  Customer Answer

  Date: 08/02/2024

  
  
  Complaint: 22012032
  
  
  
  I am rejecting this response because:

  On July 22, I had my car towed from Shantok to CIC, another auto repair shop, because they had quoted me $2,000 to replace the timing chain. 
  When they took off the serpentine belt, the noise the engine was making was cut in half. Once they investigated further, they found that the high pressure fuel pump needed to be replaced along with the O2 sensor. 
  The high pressure fuel pump was replaced by Shantok last month for the amount of $1,352.85. It makes no sense that their mechanic diagnosed the timing chain needing to be replaced and that it was better to replace the engine when it was clearly the repair they had made the previous month. 
  I am including pictures of the receipts from both *** and Shantok.
  Thank you.
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am filing this complaint, because Shantel motors towed a vehicle, and would not allow me to retrieve my belongings out of the vehicle. I have been in consistent communication with Samantha, who informed me that I would need to have a power of attorney for my wife to retrieve my belongings from the vehicle. My wife went to retrieve my belongings, and Melissa from Stantok Motors informed me that my belongings in my vehicle has been charged off. I have been inconsistent communication with Samantha and she did not inform me that my vehicle will be charged off just that I need to retrieve a power of attorney in order for my wife to retrieve my belongings. My car is gone and also my belongings that were in it, as well as my Social Security card and birth certificate, which puts my identity at risk of being stolen. I don’t know who has my identification. On the day that my wife went to retrieve my belongings Melissa, who is the manager explained to me that the car has been charged off, and the contents have been discarded after my wife left she called and asked to speak to the manager, which she was informed that Melissa was the manager, and they will be no resolution in the matter.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair 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 car from Chantel motors we drove it. It felt fine. The company said that they checked everything that I had within less than a month of having a car my transmission went. I had to pay $100 to get it fixed because I was still under warranty and a week without a car. I have two children who I have to bring my old school and I have a 11 month old less than a month later now my car is overheating and it’s not working they’re saying that they can look at it they could try to fix it but point being my car keeps breaking down and I had my car less than two months and I’ve been bringing it in and out of the shop four times within those two months and now I am asking for a new car because this one can’t work I have two kids and I need transportation

  Business Response

  Date: 08/23/2023

  Dear ******,

  Thank you for bringing this matter to our attention. We understand the frustration on your part with your vehicle and the repairs that have had to be done it to. At this time we have offered to move you into a different vehicle that will better suite you and your children. If you have any further questions please reach out to us at ******************************. We look forward to assisting you with this process. 

  Thank you,

  Shantok Motors.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair 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 purchased a car through them. After 2 months started leaking oil. They had me bring it back said was my valve cover gasket. They fixed it then it went on and happened 3 more times. Then timing chain cover needed replaced cuz of faulty valve cover gasket which I paid 1500 to fix. Then about 4 months later my light came on said misfire changed spark plug and coil pack nothing brought to dealer told me motor is blown and expects me to pay 9000 to fix motor on top of 7000 I owe. Wouldn’t help with replacing car or rental. Didn’t care about the customer just the money. I was out of work 2 weeks because of no transportation to work. I want the 1500 I spent on fixing the car and down payment back. Cuz I shouldn’t have had a car blow a motor at 147000 at all. And only 6 years old. It was a nonstop lemon broke down every 2-3 months and for same reason multiple times.

  Business Response

  Date: 05/12/2023

  Dear ****,
  Thank you for bringing this matter to our attention. After
  reading your complaint we have gathered that yes you did in fact bring your vehicle
  to us for service repairs, however, each repair was different from each other.
  We do understand that having to do repairs on your vehicle can be frustrating and
  that is why we were able to assist you with having those repairs done and were
  able to get some of them covered under your extended service contract. At the
  time of your purchase, you did opt for an extended service contract which was valid
  for 24 Months or 24,000 Miles, whichever came first. The last time you brought
  the vehicle in to us for service and we diagnosed it needing a motor you were
  out of that service contract and had put 74,778 miles on the vehicle since you purchased
  it, and we are unable to offer financial assistance for this repair. At this time,
  we are unable to refund your down payment because you purchased this vehicle back
  in August of 2021 and were made aware that repairs that were not covered under
  your extended service contract are your responsibility to do and maintain.
  Thank you again for bringing this to our attention and if
  you have any further questions, please reach out to us at
  ******************************
  Shantok Motors

  Customer Answer

  Date: 05/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The motor shouldn’t have went in the car at only 147000. With the proper maintenance I kept up on. The shop fixed the timing chain cover and valve gasket cover and the hood wasn’t opened since the last time the shop fixed it. So it’s not right that they expect me to pay for a car that can’t even be turned on and now reflects on my credit as a repossession when I had no choice because I owed the same amount as the estimate for the motor. I understand not getting down payment back I am completely understanding of that. But the 1400 to fix it just to pay off repair and break a week later with now blown motor is unacceptable. So I think I should get the money back from that repair because the shop is the last one to touch it before motor went. Put back faulty coil pack and plugs instead of new probably would’ve prevented the problem or have it removed from my credit. Thank you 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 05/23/2023

  Hi ****,

  As we stated in our previous response the repairs your vehicle required were not covered under your extended warranty because the mileage has been exceeded. As for the previous repair you needed and did pay for that was completed 7/18/2022 so while you may feel like your vehicle needed more maintenance and repairs just after you paid that off it was not within a week that the vehicle required that. At this time we are not able to offer a refund for the $1400 repair as that was a separate issue and completed back in 2022. As for removing it from your credit that is something you will need to discuss with your finance company as they are who you had a contract with and if you default on payments or chose to give your vehicle back is not an issue the dealership can assist you with. 

  If you have any further questions in regards to anything mechanical with the vehicle please reach out to us at ******************************

• Initial Complaint

  Date:12/27/2022

  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 financed a car from shantok motors on 10/8/22, 7 weeks later around the hours of 10-11am my car control arms and axle breaks while I was driving I made a police report and my Insurance totals my car out I tried to get some assistance from the dealership on a rental another car something and they refuse to help when it’s clear they sold me a lemon I would like another car, a rental or my 1200 I had to spend to take the car off the lot…

  Business Response

  Date: 01/24/2023

  To whom it may concern:

  Thank you, ********* for reaching out to us about your account. Shantok Motors was not aware that this vehicle had become a total loss. Upon receiving your complaint, we have looked into our records further and have no knowledge that your vehicle required any service repairs.

  We have since reached out to the *** ****** police department it was determined that the cause of your total loss for that vehicle was due to the collision with a telephone pole. At this time there is no police report filed. We were able to obtain this information via the *** call that was placed.

  Due to the fact that this was a total loss, rental cars are typically covered by the individual’s insurance, and not by the dealership.

  Shantok Motors would be happy to assist you in the purchase of another vehicle. Please contact us at one of our locations to get your approval process started today.

  Sincerely,

  Shantok Motors

• Initial Complaint

  Date:09/08/2022

  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 am financing a car I have had problems with the transmission since the first month of me getting the car i had taken it back to Shantok motors several times the car would jerk not go into gear and have problems going up hills, I had also taken it to other garages and was told it was the transmission the other garages had given me papers that said the transmission was bad I had taken the papers to Shantok Motors and they still dismissed the problem i recently took it to get look at again and was told the transmission is really bad. I have been getting rides from people and taking a taxi to get around. i am still paying on the car when i can not drive it i need help getting my money back so i can get a new car asap.

  Business Response

  Date: 09/09/2022

  *****,
  We are sorry to hear that you
  believe the transmission in your 2010 ***** ****** was faulty at time of sale,
  as well as continuously through your loan. We also understand that you are
  looking to get your money back for this vehicle that you purchased in 2019.
  Shantok Motors has been aware of
  your concerns, and we have had multiple service appointments with you. During
  these appointments, we have had numerous test drives in your vehicle with you
  and have not been able to have the vehicle replicate a jerk, or not go into gear.
  However, to show you how much we value our customers and our relationships with
  them we sent your vehicle to a transmission repair shop as that is their specialty
  and they were also not able to identify any problems with your transmission,
  but did do a transmission fluid service for you, as well as clean the master
  air flow sensor that we covered under your extended service contract.
  Unfortunately, Shantok Motors does
  not offer a buy back program for the situation at hand, but we would be happy
  to assist you in the purchase of a newer vehicle.

  Customer Answer

  Date: 09/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********
  I also have more papers I am waiting for that shows I been complaining about the transmission since I took the car off the lot.

  I have taken the car to Shantok Motors several times they have always dismissed the issue. It has to to a point where I do not want the car I just want my money back. When I drove in the car with the mechanic from shantok motors he told me it was a issue but they did not want to fix it that they wait till the warranty is over and I have to pay out of pocket. You can check their records on how many times I have called about the same issue. I have more proof of this issue. Shantok has papers I have brought down to them, I never received them back I am waiting for the garage to get back to me with copies.