Complaints

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

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  Shively Motors, Inc.

  801 Lincoln Way W Chambersburg, PA 17202-1907

  
• 

  Shively Motors, Inc.

  608 W King St Shippensburg, PA 17257-1618

  

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:07/25/2024

  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.

  They have had my vehicle for 10 weeks with no warranty repair work done. The service department stated they don't have enough technicians to complete the warranty work. I'm paying on my car every month and don't have my vehicle to drive. They did give me a dealer vehicle to use, thank goodness, but I would like to have my car warranty problem resolved and get my vehicle back.

  

  Business Response

  Date: 08/15/2024

  Unfortunately, ************** was amid a difficult chain of circumstances.  We certainly understand his frustration.  Here is the chain of events.
  
  The vehicle was brought to us after an unsuccessful attempt to repair it at a neighboring Chrysler Jeep Dodge Ram dealership.  They had enlisted the assistance of STAR the manufacturers technical resource team. Nonetheless the problem resurfaced after their attempted repair. His concern that was presented to us was a check engine light.  Upon diagnosis using the manufacturer computer resources and technician diagnostic experience we were led to a wiring concern. Specifically,it was found to have faulty chassis wiring (wiring harness).  We ordered one in.  Our local manufacturer ************************* did not have this part, so we had to wait for them to source one.  Upon arrival, we installed it only to find out the one that was sent was faulty. So, we had to reorder it.
  
  Upon arrival of the second harness, the technician working on the job became ill.  Without getting into specifics for the sake of privacy and HIPAA compliance regulations, I will not get into details.  I am comfortable with sharing the following. His doctor had him admitted to *******************************.  They quickly had him transported to ********************** who in turn engaged CDC for assistance.  He was hospitalized for over a week and then was sent home to continue recovery.
  
  I share this because it is important to note that often vehicles are not finished when a technician is off for illness or vacation, etc.  Usually, we can have another tech jump in.  This is true even in large repairs like engines or transmissions. However, wiring concerns are a unique circumstance.  Especially in the case of a hybrid vehicle as the industry simply does not yet have the experience in these vehicles that they have with conventional internal combustion vehicles.  There is so much testing done that it is hard for a second tech to know what has been tested and what pins, connectors, etc. have been adjusted or reset.  The prudent procedure in cases like these is to wait for the technician to return which is what we chose.
  
  The technician was released from care under the guideline of being able to return to work under light duty conditions no lifting more than 10 pounds.  Typically, this means the technician by the very nature of his job description must wait for a non-restricted release before returning to work.  However, we spoke with the technician,and he agreed to come in and essentially use his mental acuity to be present for the repair while directing another technician to actually perform the repair.  Obviously paying two techs to perform one repair is not a great fiscal model but in the interest of customer satisfaction we chose this direction.  The technician came in on 8/14/24 and the repair was completed, and the customer picked his vehicle up the same day.
  
  It bears noting that we did inform and update the customer of the process on several occasions.  Also,we were receiving calls from the manufacturers customer care department on an average of twice a week.  We kept customer care updated and they in turn assured us that they were contacting the customer with the latest updates.
  
  This was a frustrating chain of developments for all.  Of course, it was more inconvenient for the customer, but it also placed us in circumstances we prefer to avoid.
  
  ************** was in a loaner car during this process, and we did perform a vehicle detail to his vehicle upon completion as a token of our understanding the inconvenience he bore during this process.  I might add that ************** was kind enough to have washed and cleaned the loaner vehicle he was in.  Truly a gentleman.
  
  *********************
  Service and Parts Director
  Shively Motors
  ************, **
  ************

• Initial Complaint

  Date:04/03/2023

  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.

  Figure out why cylinder 3 was miss firing( Diagnostics) Payed $ 160 Book an appointment 4/3 8 am Issues huge scratch on steering wheel that never was there until I got the car back Dealership denied they could of never done that its impossible for scratch to be there when dropping the car off it was un damaged and now its damaged 2 major plugs under the hood wasn't plugged back in due to service tech was told had to switch and do something else, Issue with car I had warranty the service tech told me I never informed them and there pretty sure the issue they quoted me at 4760 without tax would fix it but they don't know unless I give them more time/ money for diagnostics This causing them to unable to do the work under the warranty I had though warranty asked for them to provide info.

  

  Business Response

  Date: 04/07/2023

  On Wednesday March 22nd, ********************************* reached out to me via ********** regarding scheduling an appointment for his 2020 ******* to diagnose an apparent cylinder 3 misfire. The last text sent in that conversation was, "Copy that, I have you scheduled for an 8am drop-off for a cylinder 3 misfire. Our diagnosing fee is $150 and we will give you a quote on needed repairs."
  On Monday April 3rd, the customer came to our location to drop his vehicle off for the scheduled appointment to diagnose a cylinder 3 misfire. Our technician started by connecting his Wi-tech pod to the OBD2 port to check and follow the conditions and performance. During this time the vehicle had no misfire and was running within all parameters. After confirming there was no active misfire he then took the vehicle for a 5 mile test drive to check drivability. On the test drive the vehicle acted normal and showed no signs of misfiring. After returning he began checking the spark plugs and ignition coils for issues. All 6 plugs looked to be fairly new and in good shape, as with the coils although both items were aftermarket and not OEM as recommended. He moved on to the wiring and modules for any signs of corrosion or loose connections, none found. The technician did however hear some slight ticking noise in the valve train indicating a camshaft/lifter issue. This completed our initial first hour of approved diagnosing. 
  At this time we put a quote together for our suggested repairs given the diagnosing we have completed up to this point for a total of $4670+tax w/ diagnosing included. I contacted ********************** and explained everything to him regarding our diagnosing procedure and presented him with the quote for suggested repairs. I explained that this is only a suggestion because the vehicle did not misfire at all during it's visit here and we could not verify that it did indeed have a cylinder 3 misfire. He informed me that he would have to save up some money and get it done at a later date. We mutually ended the conversation and I finalized his RO for diagnosing which resulted in a $159.00 charge. 
  Approximately an hour after picking up his vehicle, ********************** contacted me and informed me he had contacted the company he purchased the vehicle from and they said it has a warranty on it. He then became upset that I did not have his warranty information on file and had no idea he even had said warranty. There was no indication of this warranty on his VIP report from ********** or in our billing system, ****** ***** as he has never used this warranty for any repairs at this location in the past. He insisted that we should know it has a warranty because it is a 2020 and I tried explained to him that it is out of factory warranty range so we would not know.  He proclaimed, "you might be able to pull this bull**** with other people but not me" and hung up on me. 
  Approximately another hour after that conversation, ********************** contacted me again stating that we scratched his steering wheel. After getting that information I placed him on hold and immediately went to the technician and asked him about it. He showed me that he does not carry a pocket knife or anything sharp in his pockets, does not wear a belt or a ring. I told ********************** this and he accepted it at this time. He then gave me the phone number for the warranty company he had and I let him know as soon as I got time I would contact them. We mutually ended the conversation. 
  

  The following day, April 4th at 10:31AM I received this text from ********************** "You guys didn't plug in two main connectors and somehow my steering wheel got scratched I don't believe if an easy connector two were missed that this whole cylder 3 miss tire wasn't done careless and rushed for no reason and was a call made to the warranty". After our previous conversations and his treatment towards myself and our dealership I chose to not respond to his accusations or contact his warranty company. 
  --
  Thank you,
  
  *****************
  Assistant Service Manager
  Shively Motors of Chambersburg