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:06/25/2024

  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.

  Recently traded in Telluride- originally purchased extended warranties for the vehicle, that should still have a balance and were never used. Have left 3 messages over 5 days and still no call back from Dave D. Everyday they don’t return my call, it takes away from the balance I would receiving back.

  Business Response

  Date: 07/09/2024

  The warranty cancellation was handled and we reached out to the customer the day this initially came over. Thank you!

  Jesse W*******, General Sales Manager, Kia Wexford

• Initial Complaint

  Date:06/15/2024

  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.

  The date of transaction was 4/24/23.
  Price paid $27,276.23.
  To fix the paint on the hood of the vehicle when I first got it.
  The paint on the hood of the car was not fixed properly, the paint on the hood of the car continues to peel and crackle and there are swirls in the hood of the vehicle. When I called them about it they offered to give me a new car (Dick M***** manager) but continued to rush me and would not let me test drive the other car. I was I told I had 2 choices to get the car painted or to get another car. After I felt as though I was being rushed into getting another vehicle I asked for mine to just get a paint job on the hood and I was told that they are not doing anything and I proceeded to leave the dealership. The vehicle is still under warranty.

  Business Response

  Date: 07/01/2024

  *** ****** did purchase a vehicle off Jim Shorkey Mitsubishi in April of 2023.  She purchased a 2022 Eclipse Cross with 24,862 miles. At the time of purchase, the vehicle did have stone chips on the front hood and had those spots touched up with touchup paint.
  At the beginning of June of 2024, *** came back to the store complaining the paint was peeling off her hood, and we sold her a car with swirl marks on the hood. We explained that the stone chips would need to be touched up again, the vehicle paint was not peeling. We also showed her how the swirl marks in the paint are from washing the vehicle, and any used car you look at you will see swirl marks in the paint. 
  *** explained to us that she would never purchase a car with swirl marks in the hood, and her own mechanic told her it was a paint defect. She stated she wanted the hood painted to look like a new car and wanted us to fix it.  Again, as stated above she purchased a used 2022 with 24,862 miles on it. 
  To try to appease *** and help her out of the situation, we tried to show her other vehicles she could buy but she was not interested in looking at them, or paying any difference then what she was paying.
  We stand by the facts she purchased a used vehicle that we did touchup paint on, the paint is not peeling. Swirl marks will be on any car once it is run through a carwash or washed by hand with a dirty rag. We offered to help get her out of it and she would not look at any of the cars. 

  Customer Answer

  Date: 07/10/2024

  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 whom it may concern!
  I *** ****** do not agree with Jim
  Shorky. ******* ****
  my car to the body shop to attempt to fix the situation and like I previously stated Christy no longer works at that particular car dealer shop, however she works across the street at Kia and she has stated that I'd anything happens to the paint again she will come get the car herself. Even though I purchased a used vehicle I would have never agreed to purchase a vehicle with peeling paint chips. It is being said I am at fault sue to the use of dirty rags and car washes that paint is peeling. The paint marks began to get bigger and bigger and also more everytime I looked. I only put 4,000 miles on the car in a little over a year. I do not drive far or too often. I feel like they covered the paint chips before I bought the car and the car had a bad paint job to begin with. They were covering it up so it could be purchased. I know multiple  people with used vehicles and I have also had cars for over 10 plus years and I have never seen paint chip and swirls in the cars before. The manager, Dicky stated he was going to give me a paint job or a new car. I did not want the new car because I have to stay within my budget. He was trying to sell me cars that were out of my budget range, I also did see cars to my liking. He was being very rude and told me to get out of his office and I do not pay his salary. I'm paying over 27,000 and I would like to be satisfied with my purchase.

  Regards,
  

  
  
  
  *** ******

• Initial Complaint

  Date:06/13/2024

  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 this vehicle from Jim shorkey Kia along with every available extended warranty. Every time an issue has arrived we have been refused rental car service which is included with our program. The most recent issue requiring our vehicle to be towed to the dealership we were told we had to drive the vehicle another thousand miles. This caused us to exceed our manufacturer bumper to bumper warranty. After several attempts to resolve the issue we were told more maintenance was needed outside of our maintenance package purchased. This work was done without us agreeing to have it done or a price. At this point we were having our vehicle held hostage until we were forced to pay. Ever since said work was done we have had oil and transmission issues. After returning multiple times we continue to be charged for unnecessary work as well as things we never agreed to. The lack of professionalism and customer service has been an issue by many who have had to use this service department. At the current moment we have paid out repetitively for work that has not been done or been done incorrectly. We are currently being told the warranty will not cover the work needed unless we pay for work to be done, however the problem is we have already had this work done with no different outcome. The fact is the company is not honoring there agreement and warranty as well as operating under false information and misleading unnecessary charges.

  Business Response

  Date: 06/26/2024

  Our records for this customer show he was in a loaner vehicle, as he agreed for us to do the combustion chamber cleaning.  
  
  Because the vehicle was a CPO car, JMA does not cover the combustion chamber cleaning, because they view it as a maintenance service, not a repair, even though it is protocol prior to replacing an engine.  We did not charge him for the loaner vehicle, and he paid for the combustion chamber cleaning, which we would not have done without his express approval.  

  Thank you, 

  Carmen S****** Service Manager, Kia Wexford

• Initial Complaint

  Date:06/12/2024

  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 2019 Kia Sedona LX on March 7th, 2023 for a certified pre-owned vehicle. After 12 months from the purchase, I noticed the paint started to chip and degrade on the gas side port of the vehicle. I had a certified mechanic look it over and they stated that the vehicle was in an accident but it was not reported on the CarFax. The CarFax report was clean with no reported accidents. I took the vehicle to Jim Shorkey Kia and reviewed the issue with the original salesman Brandon Eichler and his general sales manager Eric Carroll. The general sales manager stated that since it was over a year since purchase it was not their problem. I emphasized that a thorough 165 point KIA certified pre-owned inspection should have caught this before selling to a customer. All I want is the vehicle to be fixed.

• Initial Complaint

  Date:06/08/2024

  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.

  Good day, the issues I have span more than just the last 12 months but also involve them. We purchased our jeep in 2018 and the issues started then. I didn’t realize until just recently what we endured were issues worthy of your intervention. First, the vin number of the vehicle and vin number of the driver door are not only different but the door is 2012 the jeep is a 2014 (apparently that’s not legal, I wasn’t aware of this fact till it was brought to my attention this week while having other current repairs done) the dealer ship knew and acknowledged this during the purchase and laughed it off as if it was just a normal repair and claimed no responsibility for selling me a vehicle with non matching vins or history of repair. Not knowing better, we were on our way home that night and when we arrived home I found that there was marijuana left by the salesman (Tom) in the vehicle. So had we been pulled over with a non matching vin vehicle with drugs before they were medically legal as my wife and I both retain our conceal carry cards and were armed it would have ended very badly as you can imagine. Second issue was with jeeps recall of interior. Our whole dashboard interior leather cover piece had pulled away and is still that way as well as missing the interior wood detail panels. We brought it up there for the recall and after over a week they called us to come get our jeep and told us they could find the parts and we’re no longer required or had any intent to have my warranty honored or have the interior re-glued back into place. They then refused our repeated attempts at having the work done and refused to return our numerous voicemails and emails. Thirdly they did repairs to the vehicle that resulted in a misalignment and ruined one of a set of brand new tires that were around $400 each. When confronted they did the alignment and proceeded to charge for that and refused to replace the now bald tire as well as a slew of other minor complaints we have about them

  Business Response

  Date: 06/17/2024

  I spoke with Sean and Wes in regard to this matter, we also did a deep dive into the repair orders etc.  Just confused why this is the first time hearing of this so many years later.  Wes did make me aware that he had remembered and talk to ** ****** years back in regards to the dashboard and that was prior to 2022, which was the last repair order we had on this vehicle, and at that point CDJR did not have a replacement dash available any longer for the 2014 model year and was out of warranty.
  We would be happy to offer to try and maximize trade in value if the consumer would be interested in trading it in.  Outside of that, this car is over 10 years old and purchased in 2018.

  Bryan Markovich, General Sales Manager, North Huntingdon CDJR

• Initial Complaint

  Date:06/05/2024

  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 bought a car on April 9th 2024 from this Kia dealership. All was great until I decided to cancel the extended warranty & key replacement originally purchased with the car. I contacted them on the 16th and went in person on April 17th to have it canceled. John told me it would be taken care of after I spoke to him. It was never canceled. I only knew from calling my bank the loan is through. So I called again and went in on may 9th, signed a cancellation paper. John and shak assured me it would be handled promptly after that. It is now over two months from the original attempt at cancellation and the financial department is now not answering my calls. A manager would not either. Or the salesman that sold the car. The warranty cost over $4000 and I want it removed from my loan.

  Business Response

  Date: 06/12/2024

  Hello - 

  The Product Cancellation was finalized on June 6th, 2024. The check was sent to Chase Bank on June 7th, 2024. Please see copy of attached check. Thank you!

• Initial Complaint

  Date:06/04/2024

  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.

  My 2014 Kia Optima needs a software upgrade to its theft protection software. The dealership and Kia will not fix it because I have a none Kia brand remote start that was installed by the dealership when I bought the car. This will blow out the car computer because it is not compatible with the upgrade. Simple fix is to switch out my remote start with a compatible Kia one and they are refusing to do it. I've talked to the dealership and Kia and have been told that a compatible remote start would be an out of pocket cost even though the problem is because of an equipment failure that is no fault of mine. I just want it fixed.

  Business Response

  Date: 06/11/2024

  The recall that is out for ******* ********* vehicle is not compatible if the vehicle is equipped with a remote start (even if it is an OEM remote start) like there is in his vehicle. It will not allow the car to start without a key in the ignition. If we install the software into his vehicle with a remote start installed, the theft alarm would continuously go off until the key is put into the ignition after the vehicle is remote started. If *** ******* decides he wants the software installed in the vehicle, the remote start would need to be removed first. The customer wants to have both a remote start and the theft protection recall done and we cannot do that for him. There isn’t any remote starts available that are compatible with this software update. I encouraged him to reach out to Kia Consumer Affairs about the issue since this is a manufacturer recall and that is not decided at the dealership level. Thank you.

  Vic F***** Service Manager

  
  

• Initial Complaint

  Date:05/13/2024

  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.

  On April 4, 2024, my husband, ******, called Jim Shorkey Kia due some engine trouble he was having with his 2016 Kia Soul. He was told that there was a recall issue for it and to bring the car in.
  
  An appointment was scheduled for Monday April 8, 2024. We dropped the car off Sunday evening, April 7, 2024.
  
  On April 8, 2024, my husband was informed that due to a class action lawsuit against Kia, the entire engine would be replaced under the recall. We were informed that it would take around a week for replacement engine to be installed. They also stated that he would receive a rental vehicle.
  
  Between April 8 and April 18, my husband repeatedly requested updates on the car and status of a rental vehicle with little to no communication from the dealership. We ended up have to rent a car from my employer in order to make sure both of us could make it to/from work and be able to get our children to/from school.
  
  Finally on April 19, 2024, my husband was provided with a rental car. At this point, he still had not received any updates on the status of his engine replacement.
  
  Between April 19 and April 29, my husband received several false promises of his car being completed. They repeatedly pushed back the finish date.
  
  On April 30, my husband was finally able to pick up his car. Two of the techs, that I unfortunately do not remember the names of, immediately diagnosed the issue as broken flexpipe.
  
  Jim Shorkey Kia told us that we would have to pay for the repair which we begrudgingly did under protest. HOWEVER, the car still didn't work! Jim Shorkey Kia had to replace the catalytic converter, which was covered under the same warranty recall.
  
  It is unfathomable to believe that the engine and catalytic converter needed replaced, but the piece that connects them was fine and I had to pay for it!
  
  We finally received our car back in drivable condition on May 6, 2024, nearly one month after it went in for a RECALL.

  Business Response

  Date: 05/14/2024

  We have been in contact with the customer, but all communication has been with *** ********** husband.  

  We did replace the engine under the recall.  We were unable to drive the vehicle to know what condition it arrived in because it was towed in with a failed engine.  
  
  Once the engine was replaced and they came to pick up the vehicle, they found it to not accelerate as they were used to or thought it should prior to engine failure.  Upon further inspection, we could visibly see the flex pipe was broken.  We physically showed this to ** - and he agreed there were no doubts that it was broken. 
  
  They authorized us to replace the flex pipe at which point we explained there may be other concerns, but we definitely needed to resolve that issue first.  
  
  We removed the flex pipe, at which point we could see into the catalytic converter.  (You cannot see into it when looking from the end that bolts to the engine)
  
  The catalytic converter was severely restricted due to overheating caused by oil burning through the engine (which eventually failed and was brought to us in the first place.) 
  
  We reached out to our KIA representative District parts and service manager to plead the case for goodwill assistance for the catalytic converter.  He authorized replacement of the catalytic converter.  It was NOT covered as part of a warranty or recall.  
  
  The flex pipe definitely needed to be replaced, as it was broken due to age/corrosion/rust.  
  
  As for the rental / loaner: KIA is not required to provide alternate transportation with any warranted repairs, but will as a goodwill authorization under extenuating circumstances.  We put ** in one of our loaner vehicles as soon as one was available.  
  
  I performed an exit test drive with *** where he drove the vehicle, and he was satisfied with the repairs.  

  Customer Answer

  Date: 05/15/2024

  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.
  
  
  
  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.
  
  1. I spoke with Kia representatives several times. I even stopped in, in person at one point and attempted to speak to Serena in person. She would not talk to me and pushed me onto another service coordinator. I also spoke directly to Carmen on May 1 for a significant time about the issues with the vehicle.

  2. The car was NOT towed to the Kia Dealership. I personally drove it there, filled out the envelope and put the keys in the drop box on Sunday, April 7th. 

  3. Our vehicle was drivable and could have been test driven at any time prior to the repair. It is not our fault if you chose not to. 

  4. My husband was NOT the person who brought the car back and spoke to the rep about the flexpipe. I WAS! I was there with Dakota and 3 technicians looking at the car. Make no mistake, you cannot mistake me for my husband. Not only is he 6'3" and bearded, but I'm not as easy to walk all over. 

  5. While we agreed to the repair, it was under duress. Which is why the contract was signed with "Signed under protest" and my check says "Paid under protest." 

  6. The flexpipe was not corroded or rusty. Again, I was there with three technicians. I cannot say it didn't have other issues as I'm not a mechanic. But I can tell you with absolute certainty that the flexpipe was not making the sound prior to taking my car in for service. 

  Attached are call logs and text logs showing the complete lack of communication from Kia. It also shows that I personally called several times and had phone conversations with them. 

  And to add another fun fact, when I (ME PERSONALLY, NOT MY HUSBAND) went to pick up our car to pay, they tried to up the price. The quoted price in writing wasn't honored. I had to show them what I was quoted IN WRITING to get them to honor the price. 

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

  Business Response

  Date: 06/04/2024

  All of my personal interactions were with the Husband : as she stated, 6'3 and bearded.  
  Duane was one of the 3 'technicians' she spoke to the prior evening but none of the technicians she spoke with were the actual technician who replaced the engine.  The other two, one was our shop foreman who did not tell her we caused it, and Dakota - the advisor.  
  The technician who performed the work did not drive the vehicle prior to engine replacement as it is not part of the engine replacement protocol.  
  As for pricing, I am sure no one intentionally tried to up the price and sneak anything past here, it was likely an automated price set by the way parts are sourced.  
  The flexpipe is not removed during engine replacement from the vehicle.  Could the removal of the engine have been enough movement for the flex pipe to finally fail? It very well could have, but that does not mean that we caused the 92k miles of corrosion to the braided bands that make up a flex pipe and cause it to fail.
  We went to KIA for goodwill replacement of the catalytic converter - which was granted.  They would not grant replacement of the flex pipe.  
  The husband, *** had expressed his appreciation and understanding of the situation while on the test drive with myself.   
  

  Customer Answer

  Date: 06/04/2024

  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 would like to know who is the person responding to the BBB? S/he has never signed his/her name. I personally spoke with four different representatives of the shop plus the mechanics. You just admitted yourself that removing the engine could have caused the damage. That is the same thing that Duane stated to me when I brought the car back. I am also not sure why you're putting technicians in quotes. Do you not have confidence in the people you employ? 

  You have repeatedly provided misinformation and lies during this BBB procedure. You refuse to acknowledge when I prove you wrong or accept any sort of responsibility for the actions of your employees. 

  I want a refund for this repair. If I do not receive one, it is my intention to take it to small claims court. 

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

• Initial Complaint

  Date:05/02/2024

  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.

  Set appt for 4/13 for front window wiper motor replacement under warranty. I’d first like to mention they initially checked out my vehicle in Feb and identified the problem and allowed me to drive my 2022 Kia Sorento with wipes in the middle of my windshield clearly interfering with my vision. Did NOT offer rental vehicle at that time which was wrong. So, come to dealership on 4/13 for wiper motor replacement. Spoke with the rep about my left back passenger side trim molding lifting and ask to fix or replace as well. Representative came out several times to provide updates on car and when would be completed. Signed out around 10am. Rep said they fixed motor and trim. I take car home, wake up in the morning, find out while sitting at coffee shop awaiting my turn to pull up, I look up and notice my windshield is cracked I put visor up and see it’s cracked all the way across. I always drive w visor down or I may have noticed before. I immediately call the dealership and lvmm. Received txt message Monday from Chris, rep. Please see images of txts. This then, brings us to 4/17 11:50am to phone call received from Todd H****** which I wish would’ve been recorded because he clearly stated that they made error of NOT notifying me of the windshield being broken BEFORE, DURING, or AFTER working on it. He AlSO stated that they DO NOT have good enough cameras like Walmart does to be able to prove the windshield was broken when I brought it in. He also stated multiple times that out of the kindness of his heart he’d consider paying for half of the windshield to be replaced by them for $500. He wanted to save me time from filing a complaint with the BBB because he just knows they would NOT be held responsible. I would also like to mention that I have a recall on my rearview camera and now am not sure what to do about this because I was told by Chris G****** that it was ordered but I do not wish to have this or any additional services performed at the Uniontown location.

  Business Response

  Date: 05/08/2024

  To Whom It May Concern,
  
  In regards to ** ********** complaint, when *** ******** brought her car in for service we are confident based on the video evidence that her windshield was cracked prior to the dealership doing any repairs. I did speak to *** ******** and did discuss the fact that the service writer she worked with was 100% at fault for not asking her if she was aware that her windshield was cracked, which should have been done prior to the dealership moving her vehicle and completing any repairs. I did also offer to pay ½ the cost of the replacement out of the goodness of my heart even though I am confident we  were not at fault, which she declined. We do have video of ** ******** arriving on the property, driving into the service drive, taking by the car to the service writer, the technician seeing the crack, the tech notifying the writer, her vehicle be driven around the lot to the techs service bay and the tech videoing the crack prior to any work being performed. I let ** ******** know the video was available for her to view however it was to large a file to send via email. She was also notified that based on the location of the crack (it is in the sun shade area of the glass) that all the video is far enough away that our camera angles are not able to show her the actual crack before the cell phone video she mentioned was created. *** ******** told me that she drives with her sun visor down all the time and could not actually be 100% certain it was not cracked prior to her visit, but was confused why we did not bring it to her attention prior to us starting the repair, which I had already explained was a breakdown on the part of the service advisor. *** ******** had her father phone me about the incident because she was not happy with my response. Her father stated he was going to send her a check for her $100 insurance deductible because she was turning it into her insurance. I also offered to pay the deductible, however he declined because he felt as though my explanation and offers were reasonable.

  Todd H******
  General Manager
  Jim Shorkey Auto Group
  Uniontown Kia & Mitsubishi

   

  
  

  Customer Answer

  Date: 05/09/2024

  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 absolutely DID NOT say to Mr. H****** that I could not confirm the window was not cracked before bringing it in! I am appalled that he would say this. What I DID say was that upon leaving I did not notice it right away until I was stopped at the coffee shop and looked up waiting to have my order taken. I would absolutely have noticed before I had brought it in because I got coffee at the same place prior to coming in (as I do this every morning). My dad asked what happened and who I spoke with and I let him know. My dad has zero to do w this as I am a 45 yr old women and can handle things like this on my own but DO know when I am being strong armed by a man who does not want to take responsibility for something. Honestly, who offers to pay half for a windshield being cracked when they claim they are NOT at fault and have video to PROVE it WAS cracked when I brought it in? No one. I asked for the video of my car coming into the lot and it sitting there approx maybe 30-45mins BEFORE backing out of the parking spot and pulling into the port to drop off. There should be SOME video footage to show that it was not cracked before they worked on it. I came in from right side of the building, circled around to the back and parked in the customer service spot which is on the left backside of the building. There should and I’m sure there are multiple cameras around the car dealership but I can ride back down and submit them to you if you so desire Ms. My deductible is $500 so my desire for resolution is that they pay the FULL amount of the cracked windshield. 
  

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

  Business Response

  Date: 05/14/2024

  *** ******** is more than welcome to come and examine the video footage I have available for her. It shows we did not damage her vehicle. I am sorry that she can not understand why I would extend the good will offer that I did. I will make the same good will offer one final time to pay 1/2 of the repair ( $250 ). 
  

  Todd H******, General Manager

  Customer Answer

  Date: 05/17/2024

  [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 not satisfactory to me but I guess it’s better than nothing and I will escalate this attorney general’s office.
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:04/25/2024

  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.

  Jim Shorkey Kia in Wexford and my purchase was less than a week ago and within 20 miles of driving the car the check engine light came on. I notified the dealership and was told the salesman probably didn’t put the gas cap on correctly and to drive it for the weekend and the check engine light would turn off. It did not. I called on Monday. I was then asked what my schedule was like for the week so I could bring the car in and wait while they looked at it.
  Now mind you, these people were fully aware that my house and car had just been in 2 floods in 8 days which is why I needed to purchase a vehicle. They knew we had lost everything. I reminded him that I had a job and I could not take off work and come and sit at a dealership. I was then told to take the car to Autozone so that I could find out the code it was throwing.
  I told them I didn’t feel safe and that I felt taken advantage of and that I wanted them to come get the car and give me a loaner or let me choose a different vehicle altogether. They advised this was not an option.
  My husband took the vehicle to work to see what code it was throwing and surprise there are 9 codes. Thousands of dollars worth of repairs and clearly someone had reset everything before they sold me the car. I called the dealership, I called the salesman, I left messages for the sales manager, the service manager, the general manager. After 7 calls and messages I finally get a return call.
  It’s clear that the sale was made any they simply don’t care. No customer service what so ever and will literally do nothing at all to help me except force me to take off my job to deal with a problem the car clearly already had. They seriously had the kahunas to tell me that the customer who traded the car must have reset the check engine light. As if I never drove it. These people do not care about you, your safety or providing good customer service. They refused to let me use the $500 coupon I had from my last purchase. Refused a loaner.

  Business Response

  Date: 05/07/2024

  We apologize for the delay in response - we were in contact with the customer and had her vehicle brought in to be looked at. We decided with her consent to put her into another vehicle. This has been resolved. Thank you!

  Customer Answer

  Date: 05/14/2024

  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.
  
  
  
  Yea they did finally respond and take back the car. They refused to return my money and told me my salesman would be in touch with me. He never got in touch with me and after several days I was running out of time I came to the dealership in person. I was told by the sales manager when I showed him a photo of a car I had found online I wanted to see that they could put me in it for same price as the jaguar. He promises to keep my costs the same.  However that was not the case. The two vehicles I had picked out ended up not being there. The 3rd vehicle was too expensive. The 4th the couldn’t get the price the same so I was left with 2 used cars much more expensive than the jaguar, neither of which I liked. That was it, I had only 1 day left to purchase a car because they left me hanging on the jaguar and then with no sales person to help me until the last day and then I was basically left with no choice but to purchase a more expensive car I didn’t even like. The car was supposed to be detailed and I was to pick it up 3 days later. 3 days later I go to pick it up and it’s halfway washed. The liner hasn’t been cleaned. The scratches weren’t buffed, the shells are filthy, the door jams are filthy, the floors mats are missing, the spare key isn’t there and I get no instructions on the car.

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

  Business Response

  Date: 06/04/2024

  The customer bought a pre-owned Jaguar from us. After buying the car, it had numerous dash lights come on and issues with the engine. 
  Customer stated they wanted to return the car. We don't have a return policy, and she came to our place of business to complete the purchase, so there is no right to rescind. We also asked the customer numerous times to bring the vehicle up so we could look at it and she was demanding that we come pick it up that she was busy.
  We decided we still wanted to take care of the customer and offered to unwind the original deal of the Jaguar and transfer them into another vehicle of their choice that we had in stock as a courtesy to them.
  The customer asked about vehicles that are not in our store's inventory (at other locations), so we showed them what we had in a similar price range. The customer selected the 2021 Seltos. The car is newer and more expensive, but that was the vehicle of choice that they landed on and accepted. We did not force them to purchase any vehicle, as they could have kept the used Jaguar that they originally purchased.
  The vehicle is a used car. Not all used cars come with floor mats and 2nd keys. They come as they are traded in many cases. We perform general reconditioning and safety inspections to make sure the vehicle is in good operating condition, but we can't turn all used cars into new cars. If the customer is dissatisfied with the cleanliness of the car, we will gladly offer her a complimentary detail of the vehicle. We will even throw in a set of mats.