Complaints

This profile includes complaints for Jim Shorkey Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Jim Shorkey Kia

  12900 State Route 30 North Huntingdon, PA 15642-2585

  
• 

  Jim Shorkey Mitsubishi

  13339 State Route 30 North Huntingdon, PA 15642-1116

  
• 

  Jim Shorkey North Hills Chrysler Dodge Jeep Ram

  7670 Mcknight Rd Pittsburgh, PA 15237-3518

  
• 

  Jim Shorkey Kia Wexford

  10785 Perry Hwy Wexford, PA 15090

  
• 

  Jim Shorkey Auto Group

  5886 William Flynn Hwy Bakerstown, PA 15007

  

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:08/12/2024

  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.

  My wife and I purchased a 2024 outlander from Shorkey auto group of Youngstown one year ago. The vehicle developed a knock and diagnosed as a strut bearing. I know the models before 2024 also had a recall that is not the issue. All cars have issues it is how the selling dealer treats their customers that matter. This dealer has been less than helpful with this car. I had to call in to ask if the part had arrived. I had requested weeks ago when this part was first order to put us on the list for a loaner car just to find out today that we will have to wait weeks again for a loaner car to be available. This is total nonsense. I could see if I chose a service center to fix a problem from wear and tear. But this is a recall and as such the dealer should and must provide a loaner car. I will never ever do business with this dealer I will also share my experience on car sites as I can.

  Business Response

  Date: 08/13/2024

  Thank you for calling in today and speaking with our General Manager, Justin ********  We appreciate your feedback and will use it to improve our people and processes to assist customer better in the future.  As we discussed on the phone, we are working on a solution to keep you as a Satisfied customer and will be speaking to you later today to get your wife's vehicle scheduled for repair.  If after completion of the repair, if you need anything additional or do not feel like your concerns were addressed, please feel free to reach out to our General Manager directly. Thanks again!

  Customer Answer

  Date: 08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:07/29/2024

  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.

  I leased a 2020 Jeep Grand Cherokee here and my lease was up in March. I returned the Jeep at this same dealership I got it from when my lease was over. I signed the paperwork that it was being returned and called the bank Crysler Capital who my lease was through the day I returned it while at the dealership. Today 7/28/24, a tow truck guy came to my house looking for the Jeep because Crysler Capital sent them and has my account listed as a Repo. My lease was completely paid off and returned. Not sure why Jim Shorkey failed to communicate this with the bank once it was returned or why I have a Repo listed on my account, and the tow truck guy said this has been affecting my credit the last 2-3 months. I called Jim Shorkey today and the lady I explained this to, said I would need to call Crysler Capital, not them. No one from Jim Shorkey would call me back or answer my questions. When they have the paperwork I signed when I returned this Jeep. Now this has interfered with my credit for way too long and interfered with transportation to and from work because I was getting denied everywhere else for a new car after returning this Jeep.

  Business Response

  Date: 08/29/2024

  This situation has been handled with involvement from the GM of the North Hills CJDR store. The customer was behind in payments, but the lease was turned in, it was downed with the leasing bank. Thank you. 

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising 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.

  We tried to buy a van off of Jim Shorkey Ford in White Oak on July 26. The van was listed online for $40,900 when we went into test drive and look over everything we agreed to the price. They told us that they had to take it into the shop to clean it and would get back to us on Monday the 29th. Upon calling us about the van, they made us aware that they would not sell it to us to the price they had listed online. It now would be an additional $8100 for a total of $49,000 we wasted three hours driving out there and back and looking at it, and all they could say is it was listed wrong and they would not honor selling to us for that price.
  
  The address of the establishment is **** **** *** ** ***** **** ** ***** ****** ******

  Business Response

  Date: 07/31/2024

  We reached out to the customer asking for an offer resolution due to his complaint and are waiting to hear back from him. Thank you!

• 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.

  Purchased a vehicle from dealer in Gainsville Ga
  (Mitsubishi dealership) on 06/19/2024
  Traded in my vehicle and the issue I'm having is the trade in has not been paid off as of yet from the dealership . The loan is accumulating penalty's and I can't not get any responses to my emails or phone called from (Kelly) in finance or Mike (GM) I started this 2 weeks ago and can only get through to my salesman but there's nothing he can do . I have never been treated with so little respect in my life time .I need an immediate resolution or my trade in vehicle back .

  Business Response

  Date: 07/26/2024

  This is another complaint that was settled in our Georgia region for Jim Shorkey Mitsubishi - Gainesville. The complaint was resolved yesterday. We did confirm with the customer that the original check was sent to the wrong Toyota department and to reach out to our General Manager, Mike T****** **********************, for tracking information. The complaint was closed after that response. The check was placed in the mail and confirmed that it was sent to the right department with Toyota. Please contact our General Manager, Mike T****** for more up to date tracking information. Unfortunately, we are not able to expedite the postage at this time.

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  *** ********

• Initial Complaint

  Date:07/16/2024

  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.

  I took my vehicle back to this location in june 2024 for the 3rd time after 2 transmission replacements and the same engine code coming on just for it to be a transmission issue again. I received a loaner vehicle while my vehicle was being serviced. I was involved in an accident with the loaner and i was not at fault for the accident. Jim shorkey held my vehicle as collateral until they were paid for the damages (total loss) of their vehicle. They refused to give me my vehicle back until they were paid even though i was not at fault i did sign a contract for the loaner stating i am responsible for any damages no matter who is at fault. They held my car for weeks until they spoke with insurance, but they knew i had appropriate coverage (collision, comprehensive, full coverage for any damage that may occur) and still held my car. I lost money paying for rides to work (lyft,uber, ect). I had to have to pay to have groceries delivered to my house due to them keeping my vehicle. Ive lost out on alot of money because of them holding my car hostage. I read the whole contract agreement and nowhere does it say they can hold my personal property or belongings until the damages are paid for the loaner. Everything was to go through insurance that is not a one day or same day process. I had to go weeks without my vehicle for their petty reasons and i want reimbursement for all the money ive lost and had to spend due to my vehicle being held.

  Business Response

  Date: 07/18/2024

  Per our rental agreement, the customer is responsible for and assumes all responsibility for any and all of the following: fuel replacement after use, no pets, no smoking, accidents, or any damage that may occur. As a business, we reserve the right to hold personal property until we are made whole as a business, and with this instance and customer, we did have Ross Township PD involved, who agreed with our stance in holding her vehicle until we had confirmed coverage from her insurance provider, and she paid her deductible. This is our standard business practice and is clearly spelled out in our agreement. Thank you.

  Matt D***, Service Manager, Jim Shorkey North Hills CDJR

  Customer Answer

  Date: 07/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ***

• Initial Complaint

  Date:07/12/2024

  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.

  Traded in my 2019 outlander Sport. as a part of the trade deal Jim Shorkey was to pay the balance on my loan on the vehicle $ 7,400. As of 7/12/2024 Jim Shorkey has not made any payment on the loan and have possession of the vehicle I traded in. ON 6/27/2024 after many calls to the dealership. I received a call from Dickey ******* General Manager, at telephone # ***** ********. ****** left a voice message saying that the loan was paid. I immediately called Ally Financial whom advised that. needed to get a tracking number from the dealer to track the payment. after placing several more calls to the dealership to get a tracking number , i reach a person named Ian who identified themselves as the finance manager from telephone number ************* *an advised that there a delay in doing the paperwork and the dealership was going to send they payment to ally ach on 6/28/2024. Ian then texted me later in the day with a number he claimed to be a confirmation number for the payment. I followed up with Ally the number provided by Ian is not a legitimate confirmation number. As of 7/12/2024 Alley has not received a payment for Jim Shorkey, I don't have the care and no responsible for two car payments.

  Business Response

  Date: 07/22/2024

  Hello!
  
  ****** *******l did purchase a vehicle from Jim Shorkey and traded in her 2019 Mitsubishi Outlander that was agreed upon to be paid off as part of her transaction.  Jim Shorkey did pay $7400 to Ally Finacial to pay off her account in June as agreed upon.  We did tell her that the payoff was made to ALLY.  We will be following up with ALLY to see if we can do something on our end to help elevate this issue for *******
  
  Thank you for your time.
  
  Matt B**** General Sales Manager, North Huntingdon Mitsubishi

  Customer Answer

  Date: 07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ****** ********

• Initial Complaint

  Date:07/11/2024

  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.

  I purchased a 2024 Corolla from Jim Shorkey Toyota on 9/29/23. While I was filling out the paperwork, the finance manager tried to sell me the extended warranty (10 years). He said it would be $1500. He said he was giving it to me half off because I “seemed like a nice person.” I laughed to myself and thought he was just saying that to try to get me to purchase the warranty. Turns out the joke was on me. I agreed to the $1500 extended warranty. I was charged $2,999. The only amount ever mentioned to me was $1500. The $2,999 amount was NEVER mentioned. Unfortunately, I didn't catch the scam right away. After I started making payments, I was trying to figure out why my balance seemed higher than I thought it should be. I started looking over every piece of paperwork and found out he duped me. I trusted what I was told and didn’t notice that he changed the amount before I signed the papers. I also realized I didn't notice the incorrect charge because when I was adding up things in my head, I didn't deduct the trade-in (which was $1500). So when he told me the total, it seemed accurate. But that doesn't excuse him lying and ripping me off.
  
  I sent Jim Shorkey a letter about this on 4/18/24. I never heard from them. So I contacted the general Toyota company in May. On 5/24/24, they told me they contacted the Customer Relations Manager at Jim Shorkey Toyota to address my sales concern. I was told that someone from the dealer's management team would contact me by the end of business 5/28/24. I never heard from anyone. So I contacted Toyota again in June. On 6/12/24, they told me they sent another request to the dealer and someone should contact me by the end of business 6/13/24. Again, I heard nothing from Jim Shorkey. After reaching out in April, May, and June and not hearing anything from Jim Shorkey, I would like them to remedy the situation ($1499 that they overcharged me plus the 6.39% interest I'm paying Toyota Financial).

  Business Response

  Date: 07/22/2024

  To whom it may concern,
  

  ******** ******* purchased a vehicle on Sept 29, 2023. The
  finance manager offered her an extended service agreement which she agreed too
  purchase. ******** is stating that finance manager offered her the extended
  service agreement for $1500.00. The Extended service agreement was never
  offered at that price it was always $2999.00.
  ******** signed 4 different documents with that price on the
  paperwork. The documents are as follows:
  A final acceptance where she agreed to purchase the service agreement with the price right next to for 2999.00
  The actual service agreement with price listed on it of $2,999.00
  The bill of sale with the service agreement itemized on it for $2,999.00
  The bank contract with the service agreement and price itemized on it for $2,999.00
  With everything we have in place Jim Shorkey Toyota takes no
  responsibility in ********’s claim that we charged her almost double for the
  extended service agreement.
  

  Kind Regards,
  Bob Ri*******
  Finance
  Director
  Jim Shorkey
  Toyota

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I admitted in my original letter to Jim Shorkey Toyota back in April that I signed papers with an amount different than what I was told.  I admitted that there was no way I could prove what I was told.  I said it was a he said/she said situation.  Unfortunately, I did not record the conversation.  He clearly told me $1,500.  And he also used the term half off.  The amount $2,999 was never mentioned.  I assumed when he said half off, the original amount was $3,000.  I would have never guessed $2,999.   Although I signed the papers, I was signing them based on what he was telling me.  I admitted in the letter to Jim Shorkey Toyota back in April that I was embarrassed and that I was so stupid signing papers based on what I was told. 
  

  
  I assume the Finance Manager telling me about his time at UPJ, the Richland M***, and Johnstown Incline Plane was just a way to distract me and to get me to trust his word.  I guess telling me that he was giving it to me half off because I seemed like a nice person was also his way of trying to get me to trust his word.  Yes, I signed the papers.  But I signed them based solely on what I was told. That was a mistake on my part.  But they should not be allowed to tell someone one amount and then put a different amount on the paperwork without telling the customer.
  
  In their response, they said I signed 4 documents where the amount was listed.  I already admitted to signing papers.  But looking over my paperwork, I only see $2,999 on 2 documents I have (on a 5-page Retail Installment Sale Contract and on an 8-page Vehicle Service Agreement).  Then I saw that they attached the 4 documents in their response.  Now I’m even more concerned about their lack of integrity.  I now know they did not give me copies of all the paperwork like they were supposed to when I purchased the car. I have more than 2 documents. But only 2 of them list the $2,999. Based on the attachments to their response, there are at least 2 documents that they never gave me. So not only was I lied to about the amount of the extended warranty when I purchased my car, they also did not give me copies of all the paperwork.  
  
  I’m also not sure why they never followed up when Toyota asked them to.  It’s another bad look. I guess that’s more of an issue between the corporation and the dealership.  I already let Toyota headquarters know that Jim Shorkey Toyota did not contact me after they (Toyota headquarters) told me someone from Jim Shorkey would reach out to me.
  
  Since I am partially to blame for this, I believe $749.50 is a good compromise.  It’s still not right that I was told $1,500 and charged $2,999. But since I signed the papers, I can agree to a $749.50 reimbursement.  I shouldn’t have to say this.  But I also want them to stop lying to customers. 
  
  
  Thank you,
  
  ******** *******
  

  
  

   

   

  Business Response

  Date: 07/31/2024

  If the customer would like to cancel the warranty, we can refund her for it, although we are not willing or able to give a portion of money back or discount the product. If she would like to cancel, she can reach out to Bob Ri******* directly at the dealership. Thank you!

• Initial Complaint

  Date:07/10/2024

  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.

  I purchased a 2024 Kia Telluride from this dealership on 3/21/2024.
  This Kia was Certified Pre Owned with 711 miles. So it seemed like a
  great deal because it was basically brand new, and cheaper than a
  brand new one.
  
  While driving on 3/22/2024, my dash started lighting up like a
  Christmas tree with "Check this sensor, check that sensor." It was
  saying that for at least about 7 different sensors. Then, when I went
  to shift from Drive to Park, the D stayed lit and wouldn't change
  until I turned it off, then back on. Then, while driving the car was
  having trouble shifting and became very jerky. To the point where my
  young kids in the back seat were asking what was happening.
  
  I called the dealership on 3/23/2024 as the car became undriveable. Finally, after more than a month later, on 4/27/2024 the car was done.
  
  The car worked for less than two months. On 6/13/2024 the car lit up again and became undriveable. The same thing happened. With my two kids in the car with me again. Thankfully I was not far from my home and managed to get it there. It got towed back to the dealership on 6/17/2024. On 7/10/2024, almost another month of them having the car, they text me and say that the car is ready to be picked up.
  
  It takes about an hour to get there. I show up, only to find out that during the test drive ANOTHER failure is happening. So now they need to wait for another specialist to come out and figure out the problem. So I drove a two hour round trip for nothing, and also lost two hours of work.
  
  I NOW FEEL THAT THIS CAR IS UNSAFE FOR ME AND MY TWO CHILDREN. This is absolutely absurd.

  Business Response

  Date: 07/23/2024

  *** ********** vehicle is currently in our service department during which time they were provided a loaner vehicle of ours as during the time we have had it. Just yesterday, a representative and specialist from Kia visited and looked over the vehicile and it was determined that a wiring harness was to be replaced on it, which has been ordered. This will all be covered under warranty. Thank you.

  Victor Falk, Service Manager, Jim Shorkey Kia North Huntingdon

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I find this unacceptable. Just responding by saying "it's covered under warranty" is not an answer. Out of the 4 months that I've owned the car, it's been in the shop for 2 1/2. Twice for the same thing. It's always a harness issue due to corrosion. Where does this "corrosion" come from on a practically brand new car?  This car has been unsafe for myself and my two children. The fact that this has happened twice, all harness issues, is very concerning. I like to take my kids on vacation, and now I'll have to worry about if we'll be far from home and this will happen a third time?
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:07/10/2024

  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 took my truck to Shorkey Ford & paid over $250+ to have my truck evaluated because my engine light was on. I was previously there because of a recall for a tailgate issue (as of 7-5-24 my tailgate won't open). In regard to the engine light, they said they found the issue and fixed it, but it wasn’t fixed. I took it back for another evaluation & they said now it needs a "Nox Sensor" that would cost approximately $600,
  so now I needed to pay additional money for a problem they should have fixed the first time. I was so upset afterwards I gave them a bad review. Then I get a call about the bad review and they told me to come in & they will pay for that part & the labor if I change that
  review; so I did. They put the new part in and said I should be fine. I picked the truck up & went home. The next day it didn’t want to start. It took several attempts to get it started.
  So I called again & dropped the truck off again then got a call & they told me their mechanic started the truck several times & didn't have any issues. I picked the truck up again luckily I only live 5 miles away. I didn’t use the truck again until the next morning. And that morning, it didn’t want to start. When I finally got it to start, it now hesitates at 1500 rpm like it's going to cut off. I called again & had to leave a message & on 7-1-24, I got a called from my service advisor, Derek E****** *hat they are not paying for another part or any other costs & told me I could bring it back in again for assessment but I would have to pay for it. This time Derek was not as nice & was rather rude. His attitude was so bad today that I don’t even want to talk to him again.
  It didn’t start doing this until after I brought it to them the 1st time & they put in the initial part.
  So all the parts that they replaced 2 visits ago didn’t fix the problem. Now the tailgate won't open! The truck was not doing all of this when I initially brought it in. Now I don't drive it in fear that it will breakdown.

  Business Response

  Date: 07/15/2024

  *** ***** brought his Ford F450 diesel truck in for a check engine light, we confirmed the check engine light was indeed on, scanned for codes and found **** ***** ran the vehicle and the code through the Ford OASIS system and found a Technical Service Bulletin 18-2196 for vehicles built on or before 11/7/2017, checked the build date of *** ******* F450 and the build date is 10/19/2016 so the bulletin applies. Followed the diagnostics on the bulletin and **** ***** is the only code stored in the PCM as per the bulletin reprogram the PCM to level 110.02 or higher, the technician downloaded the updated software into the PCM. Then he cleared any faults from the system and reset the KAM as per reprogramming procedures. The client paid for the diagnostics and reprogramming of the PCM which came to $337.00 with the tax. On the client's way home the check engine light came on about 15 minutes after he left. He called in and spoke with Derek and he had *** ***** bring the vehicle back down, performed more diagnostics that we did not charge him for and found that **** ***** returned performed diagnostics and found the NOX sensor needs replaced. Derek also told *** ***** that we would only charge him for the part we would apply the labor he already spent towards the repair. Before *** ******* vehicle came back to get the sensor replaced . He received his survey from Ford and gave us a bad score, I offered to replace the sensor for free if he would fix his score and he agreed. He fixed his survey score, and we replaced the sensor at no charge to him. The actual parts and labor with tax for that repair would have cost $932.36, which our dealership paid for *** *****. The check engine light has not returned since we performed this repair* *** ***** has an additional concern now with his F450 that he feels we should be responsible for, we have looked at it once for him at no charge and we could not duplicate the concern. He now also has a concern of the tailgate not opening, the repairs we performed are not related to the tailgate in anyway the NOX sensor we replaced is accessed under the vehicle, we didn't open the tailgate while the truck was at our facility. The repairs he paid for have fixed the concern he had at that time, which was the check engine light being on, *** ******* F450 is almost eight years old according to the build date of 10/19/2016 and there very well could be additional concerns that he would be responsible for. Jim Shorkey Ford will not assume any more responsibility for *** ****** F450 and we will not refund him what he spent originally for the check engine light concern which has been repaired.

  Shawn P********* *ervice Manager, Jim Shorkey Ford

  Customer Answer

  Date: 07/29/2024

   I would like this re-opened because what Shorkey said was not completely accurate.  First of all, my engine light is still on and in regard to the tailgate, there was a recall on the tailgate that mentioned that the tailgate could open on its own, when I took it in for that, they said if I wasn't experiencing a problem with the tailgate there is nothing that needed done and now the tailgate won't open.  These were 2 different issues, I never said that the tailgate malfunction was coming from the NOX sensor.  
  I would appreciate it, if you would re-open this case because the engine is still on and since they replaced the NOX sensor, I am experiencing starting and stalling issues, the problem has increased since they changed the NOX sensor, I only had an engine light on when I first took it to them, I never had the starting and stalling issue before that.  The fact that my truck is 8 years old is irrelevant; I took it to them to find the issues and fix it, not play guessing games on what it could be.
  With the unfortunate family emergency that I just experienced, I would appreciate it if you would please, reopen my case and address what I mentioned above with Shorkey.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 07/30/2024

  Thank you for re-opening this case, I really appreciate it.  I forgot to mention in my previous email that I had purchased their oil change package for my truck.  This oil change package consists of 3 oil changes, only at their dealership.  Since they always serviced my vehicle, I recently bought a new package.  I have already used one, and due to all of the issues with this Ford dealership, I would also like to ask them to refund me the money for the remaining oil changes because I won't be using their dealership anymore.  
  I know I mentioned this previously, but after they replaced the NOX sensor, my truck hesitates to start and acts like it is going to shut off while I'm driving.  All of this was not happening before they changed that sensor.  My truck is 8 years old, but it is well maintained and only has 22,920 miles on it.  
  
  Thank you again for re-opening my case and I hope to hear from you soon.
  
  ***** *****

  Business Response

  Date: 08/13/2024

  **** *** ******
  
  We are sorry to hear that you had a family emergency. We believe the best resolution is to refund the $337.00 you have spent towards the check engine light repair, since the check engine light is on. Unfortunately, we can't repair your truck even though we followed the Ford diagnostic procedures, we feel it would be mutually beneficial to refund you what you have spent towards these repairs, and you can start fresh with a different dealership.

  Shawn P********* Service Manager, Jim Shorkey Ford

  Customer Answer

  Date: 08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* however I had a question in regard to the oil change package that I had purchased and asked about in my previous correspondence.  That oil change package was only to be used at their dealership.  Does the $337 include the difference from the oil change that was left?  If possible, can you please provide an explanation of what the $337 represents?  If it is only for the portion for the engine repair, please let me know what my refund for the oil package will be.  

  I find that this resolution will be satisfactory to me after receipt of what the $337 fully represents.  Thank you again.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/26/2024

  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.

  Please see attached "BBB Complaint Jim SHorkey.docx" My complaint is in this document as I am unable to type my full response here.
  My car was also purchased under ******* ***** my mother. But they should have the information under myself **** ********

  Business Response

  Date: 06/26/2024

  In regard to gap coverage, she had on her previous vehicle that was totaled we have no way of knowing if the gap coverage paid a claim or not on the total loss or if the insurance company covered the entire amount owed on the vehicle loan and the customer was refunded for that gap contract?  Furthermore, at the time of purchase of her current vehicle gap is always an option to be either accepted or rejected. We are currently still waiting on ********** to release her radio as well as several other vehicles with the same radio. We have kept her informed of this and let her know when the manufacture provides the parts, we will be able to fix. She has also been given jeep wave customer care number and they advised her that they are working on the problem and will update the dealers when they have parts. 

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

  I was refunded the GAP coverage. I just feel when they knew I had purchased my vehicle there and they looked up my info they could have informed me of GAP purchase at that time instead of selling a car to me. Just seems like a sneaky move to make money when GAP would have covered this. I do not expect anything to come of this, but it should be known. 
  
  I have also put a message through Jim Shorkey’s website and no contact at all. In fact, the dates they gave me for my part to come in they indeed did call me and it was an automated message reminding me to schedule my vehicle for maintenance, all I want is the radio fixed. 
  
  My problem is the radio part. **********/Jeep is involved and they are stating all they can do is contact the dealer for updates. So, to sum up **********/Jeep puts all the blame to Jim Shorkey and Jim Shorkey puts all the blame to **********/Jeep. I am not getting a resolution from either. I just want my car to 100% which is what I paid for and warranty covers. I was sold a product they support but will not back if no part is available. 
  
  I have had to call most times to check on the part as well. They only updated me half the time when the part was due. I was patient for one month after that it is ridiculous to wait this long. 
  
  Knew vehicles are put on the showroom floor/website for sale used and knew but they wont fix a product that was previously sold. I just want my car to 100% as I paid for. This is not a wear and tear item it is a backup camera/radio/navigation. 
  
  Furthermore, I have contacted and left a message with no call back about the “auto start/stop” (when stopped they vehicle will shut down and when you release the break it will turn the engine on fully) and now that is not always working either but I have received no call back for this.
  
  Please, Jim Shorkey, I just want what I am paying/paid for. I don’t want anything extra just a resolution. It is hard times right now with the economy and me paying $380 a month for a vehicle that is not fully functional is hard. I struggle with backing up without they camera and am afraid to get into an accident. I can just afford this with the way prices are and can’t afford to buy a backup camera to add onto my car. Thank you. 
  

  
  

  
  Regards,
  
  
  **** *******