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 Uniontown Kia

  1050 Pittsburgh Rd Uniontown, PA 15401-6224

  
• 

  Jim Shorkey Uniontown Mitsubishi

  1048 Pittsburgh Rd. Uniontown, PA 15401

  
• 

  Jim Shorkey Youngstown Chrysler Dodge Jeep Ram Fiat

  4850 Mahoning Ave Austintown, OH 44515-1617

  
• 

  Jim Shorkey Alfa Romeo

  14 N Anderson Rd Austintown, OH 44515-1702

  

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:11/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my Jeep Liberty to this dealership on September 2nd 2023 for $2500. I made arrangements in advance with them for that date. Midway through the paperwork, the representative told me that they were unable to give me a check on that day. But that the next business day they would mail the check out. I have not received that money. I have called multiple times. They have told me they sent the check without the apartment number, or that the letter was returned to them. The last lie I was told was that they would FedEx it overnight to me. They told me that twice this last week. I have not received that check. This is pure fraud and theft.

  Business Response

  Date: 11/03/2023

  We have been in constant contact with the customer. The original check was sent to her twice previously through the postal service and both times it was returned saying not deliverable to that address. Because of this, we paid to overnight it through FedEx, Tracking *************, on 11/2/23. The check was delivered today, 11/3/23, at 11:01am, please see attachment. So to summarize, if the address provided had matched what USPS has a deliverable address for the customer, she would have received her check immediately. We apologize for the inconvenience, but really this situation was out of our control although we went above and beyond shipping it numerous times. We hope the customer can appreciate our efforts as we have been transparent and contacted her each time it was finally returned to us to explain the situation. Thank you!

  Customer Answer

  Date: 11/03/2023

  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:10/23/2023

  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.

  Well I took my vehicle to shorkey like 7 times all for the same things and they kept saying they fixed and charged me and it was t fixed … the one time they try charging me almost 400 dollars for a lower and upper radiator hoses and I went to get into my vehicle but first opened my hood and looked and it was my same hoses and I went back in and Jon the service advisor said ** **** we def changed ur hoses and I made him come out in there lot and he looked and said we’ll let’s ask mechanic … the mechanic came out and said no Jon I didn’t change no hoses so Jon said I’m so sorry ** **** I’ll give u your 387$ back so then my jeep kept overheating so I called and took it back and they said it’s ur water pump so they put new one in and 2 days later on my way to work it start over heating so I had to take back then they say after having for a week charging me couple days for there own rental we diagnosed it as your motor so they had my jeep 24 days for something that takes 8 hours to do that’s what it calls for charged me 1300 for there rental once again making money off there car get it back they said they put another new water pump in and ya it was leaking when I looked they tried saying it was residual lol and then I look and there’s two nuts sitting at bottom of new motor ….. then 2 days after I get motor done my ac heat and defrost wasn’t working …. I called and took back and they try saying it was my center stack my hvac module and blend door 2 actuator which should of been under warranty cause I purchased a extended 5 yr bumper to bumper and they lied they only sold me a 4 yr b to b we’ll I find out and look myself and it was a 6 dollar fuse lol trying to charge me 2 thousand some dollars ????? Something needs done about this please get back to me I got all the receipts and all the messages from them saved we got a case here

  Business Response

  Date: 10/30/2023

  *** **** came in for overheating concerns. We found the water pump leaking so we replaced it. Afterwards, the customer stated it was still leaking and drove it for an additional 2 weeks before bringing it back in. Upon bringing it back in, we had to replace the motor due to his overheating issues. Additionally, we replaced the thermostat with the new engine because we found it stuck open. *** **** then contacted us to say he is still leaking coolant but will not return the vehicle to us for additional troubleshooting and inspection. At this time, we are waiting for him to bring it back to us, and we have advised him that if he continues to drive the vehicle while its leaking coolant, he runs the risk of potentially voiding his extended warranty.

• Initial Complaint

  Date:10/21/2023

  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.

  We purchased a 2016 Ford Explorer in February 2023. We refinanced the vehicle at a much lower interest rate with our credit union, and were informed by our previous lender that Jim Shorkey owed us a refund for our previous gap insurance . We submitted requested documents to Lisa B**** via email as requested on 8/14/23, and we assured this would be handled. Lisa stated that Jim Shorkey had the appropriate documents to proceed with said refund . On 9/22/23 , we reached out again to Lisa , and at that time she explained that she needed additional documents , which were immediately provided. We did inquire about why additional documents were needed , since we were told previously that they had all needed information to complete the refund previously, but were not given clarity . We were told this refund would be expedited. As of 9/21/23 we have not receive a refund . We sent an email to Lisa on 10/10/23 inquiring about the status and our expectation of refund , and Lisa has not responded to our requests .
  I would like to note , that we were told we would be receiving the refund not our credit union . That being said, given the feedback from other consumers, we have verified with our credit union that they have not received funds , and a visual review of our account verifies that to be accurate.

  Business Response

  Date: 10/30/2023

  On 9/25/23, we overnighted a check in the amount of $917.40 to CPS (the lender prior to the customer's refinance) and it was cashed by CPS on 9/27/2023.  The customer refinanced at their credit union.  All GAP cancelations go back to the lender.  If there is an overage or the loan has been paid in full, the remaining balance will be sent to the customer.  We reached out to CPS representatives to inquire if the bank would be sending the funds to the customers.  They could not give us any information, as privacy rules and laws.  CPS directed us to have the customer reach out to the bank to inquire about the refund of GAP.  The lenders have up to 90 days to refund any over payments or monies owed to a customer but rarely do take anywhere near that time. 
  
  
  Thank you,
  Bryan M********* Sales Manager of North Huntingdon CDJR

  Customer Answer

  Date: 10/30/2023

  [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.  However, it would be helpful if the process would be explained upon initial inquiry . 
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently visited the dealership with the intention of buying a vehicle. On Tuesday, they informed me about an upcoming Toyota GR86 arriving later in the month and provided its MSRP. They offered the option to reserve the car with a $500 deposit, but I declined, wanting to explore other vehicle options. Today, when I called to purchase the vehicle, they reaffirmed the MSRP, and I agreed to the price. I provided my credit card information and sent an email confirming the purchase at that price. It was reiterated to me twice that the price remained the same, and I made the deposit. However, later in the day, they called me back, stating that the price was $5,000 over the MSRP and that they wouldn't process the deposit until I called back. This appears to be an unprofessional sales tactic, given that we had already agreed on the price multiple times. I would like to purchase said car at said price that we agreed to and I was also told 2 times.

  Business Response

  Date: 10/11/2023

  Thank you for your patience while we looked into this situation to figure out where the breakdown in communication was. In speaking to the product specialist who had initial contact with *** *****, I was told *** ***** was interested in the GR Corolla, which is on line for $5000 over MSRP. I explained to the sales specialist that he was incorrect, the Corolla was not MSRP, but apparently, he had already told the customer MSRP. I personally reached out to *** ***** by phone and could not get a hold of him. I sent him a text message asking which GR model he was referring to, the GR Corolla or the GR86, *** ***** responded he was quoted MSRP and then was told $5000 over MSRP, which led me to believe it was the Corolla which was clearly shown online for $5,000 over MSRP. I offered to make the situation right and told him MSRP. He said no and he was taking his business to another Toyota dealership. This morning after digging in deeper and again talking to the product specialist, he was actually on the GR86 which is online for MSRP. Poor communication on our end. We sincerely apologize for the confusion and would love for *** ***** to allow us the chance to make it right for him. Please call or visit our store and ask to speak to John L****l as I will personally be happy to help him and earn his business from our mistake. Thank you!

   

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2022 Dodge Charger for $42,000. brand new with 63 miles on it. The vehicle had a large scrape under the front air dam and they said it could be fixed. I dropped the car off and 2 days later I got the car back with sticky overspray/clearcoat all over the vehicle from the vehicle that was getting painted next to mine (one of the employees said that when I was pointing out the problem). It was sticky and all over the vehicle including the sunroof, windows, wheels, etc. I checked the repair and someone just sprayed underneath the car without taping anything off. The screws/bolts are painted over if that piece if it ever has to be removed the paint will crack and need to be repainted. There is overspray of the paint used to fix the scrape all underneath the car. The vehicle has been devalued, definitely not in the same condition as it was bought. They sent it out to a detailer to get the overspray off the paint and did not offer to repair the damage done fixing the scrape. The detailer caused damage to the paint on the front clip of the car then waxed over it. They told me I was looking too close at it and it was a factory defect. There are scratches in the wax all over the vehicle and still overspray. It is not a defect, I took it to 3 body shops that said they could their mistake for approx 700.00 just to fix the paint not underneath it. Shorkey said they would fix it if I brought it back. Every time I took it there it came back worse and it is a brand new car. Why would I take it back? I am afraid it will look worse! It does not look like it did when I bought it due to their mistakes and poor workmanship. I tried to call the GM 5 to 6 times, no response. Chrysler complaint line, no satisfaction they just said Shorkey will not reimburse to get the car back to the condition it was in. Oh and no one will return my calls or contact me about this. I hope they don't ignore you too!

  Business Response

  Date: 11/30/2023

  Customer took delivery of the vehicle, there was a scratch they wanted fixed.  We paid for the vehicle to get fixed. Upon getting the vehicle back, customer found overspray on it. We then took the vehicle and had a 2 stage paint correction done at our expense.  Customer picked up the vehicle the day before their daughter's wedding and were very happy with it.  Customer stated that they loved it, appreciated our help, and agreed to remove the BBB Complaint.
  
   
  
  Let me know if you need anything further!
   
  
  Beth R******
  
  Human Resource Director

• Initial Complaint

  Date:10/05/2023

  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.

  Purchased a 2014 Jeep Cherokee Nov 2014 for 17,000. A few short months after that, we found an issue where the vehicle would violently shake on a highway. We took it in to the dealer to be serviced on 4 separate occasions and they were unable to find the root cause of the issue to fix it. at one point it was in their shop for three weeks. The service manager agreed that he would not feel comfortable with his teenage daughter driving that vehicle either. After lots of back-and-forth with the dealer since they were not able to fix this very concerning issue, they bought this car back from us on Saturday, September 30 for $14,000. I noticed on their website last night 10/4/23, they were now selling this unsafe vehicle for $14,900 knowing that it has a very concerning issue. Considering it was in the shop on 4 separate occasions for extended periods of time and they could not figure out the cause to fix it., I’m very concerned that within a few days from selling it back to them they were not able to fix it and they are trying to sell this unsafe vehicle to another customer.

  Business Response

  Date: 10/10/2023

  Thank you for bringing this to our attention.  As soon as was made aware of this situation, I spoke to our service manager to understand what was going on.  Our service team was unable to repeat the "shaking" feeling that **** ****** was referring to.  They had taken on extended test drives, including on to Route 66 in Delmont, PA to try to recreate the issue.  We also drove it to Westmoreland mall and back 2 times, as that is the route that the customer claimed it was happening to them on.  We also replaced the bulb seal that the customer removed then duct taped, while claiming the sunroof was faulty.  Thru all these visits we only charged $289 for the bulb seal, no labor, no diagnostics etc.  
  

  We decided with the customer to work on trading her out of the current vehicle and into something newer that they chose.  We discounted all to make it work and make them happy.  Once they traded in the 2014 Jeep Cherokee, it once again went thru out shop for full safety inspection, at which point we could not replicate the stated shaking.  Several different mechanics and shop foreman have inspected this vehicle with no issues.   
  

  
  

  Customer Answer

  Date: 10/12/2023

  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.
  
  
  

  My reason for my rejection is for untrue statements in their response to the complaint.
  

  My daughter went through the car wash and water started pouring through the sunroof, which is how we found out that was a seal issue. I have multiple sclerosis and can barely walk. There is no physical way that I would be able to climb up on that vehicle, and decide to pull off the seal nor would I from integrity perspective . It was duct taped by my ex husband after alerting him of the issue, to prevent any future leakage until it could be looked at by the dealer. 
  
  I am rejecting this reply due to their false statements and the fact that the service manager Wed is well aware that that vehicle has an issue and said to me that he would not be comfortable with his daughter driving that car either. And as you can see in their response, they were not able to replicate the issue as they weren’t able to three out of the four times we took it there and therefore did not fix it but still sold it for a $900 profit after buying it back from us for thousands less than we bought it. 
  
  I have a video of the violently shaking issue but cannot attach due to exceeding limits but I’ve also attached a picture of the sunroof that my daughter took the day after her car had to dry out because of that issue she found in the car wash.

  Regards,
  

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

  Business Response

  Date: 10/12/2023

  Good morning - we submitted a response yesterday for this complaint, however it was brought to my attention that the amount we stated in the response that we charged the customer was incorrect -  we only charged her $29 not $289. Can this be revised? Thank you!
  
  Eva S***
  
  Marketing & Customer Experience Specialis

• Initial Complaint

  Date:09/22/2023

  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.

  On June 16, 2023, we traded in a car purchased from Jim Shorkey. If this was the end of the story, they would have gotten 5 stars however, when we contacted them about a refund for the extended warranty, things started out great but have since went awry. We learned we were owed $182 for the refund. All paperwork was completed on July 14. Since then, we still have not received our funds and the finance manager, Jocelyn B*****, has not returned emails or voicemails that I left. I read on here that a general manager responded to a similar complaint by saying the refund would go to the lien holder. I contacted Ally today (9/22) and was advised that the last payment they received was when the vehicle was paid off. I attempted to call Jim Shorkey immediately after and asked to speak to a manager however, was told that Jocelyn was the only one I could speak to about the matter.

  Business Response

  Date: 10/02/2023

  ** ***** - we have raised this through to our accounting department and are working to see what may have happened since all paperwork and requests were submitted on your behalf. We will get to the bottom of this and make sure the check is mailed out this week. We apologize for any miscommunication and delays in the meantime. Thank you for your patience and understanding. 

• Initial Complaint

  Date:09/15/2023

  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.

  Purchased a new car 6/24/2023 as well as optional extended warranty. (Paid 1497.00 for warranty)
  We received a notice of cancellation for extended warranty certified mail dated 08/14/2023 indicating reason for cancellation as "Incorrect form is being utilized" by dealership with instructions
  "...contact your dealer immediately. Your dealer will give you the option to accept coverage for which your vehicle is eligible or if you wish, will refund 100% of the Agreement Charge".
  
  We contacted dealer as instructed anticipating error to be corrected. We spoke to Ronnie Lewis and later Christopher J***** whom indicated that "I have my rep looking into this issue for you right now". We called several times to inquire regarding the status of resolution and was repeatedly informed that no one was in the building that could help but someone would call us back "this afternoon" we have never received call back.

  Business Response

  Date: 09/19/2023

  As we explained in previous conversations, we have to have the vehicle at our service department to perform more in-depth diagnostics. Part of the diagnostics process requires "known-good" components to be installed in the vehicle. Since the motor you had installed is not a KIA part, we do not have the necessary schematics and theory of operations to diagnose that component. We can, however, perform diagnostics on the whole windshield wiper system to narrow down the concern origination and go from there, but we need your vehicle to be able to do anything. In no way are we trying to avoid correcting your concern, but we have not been able to come to an agreement on when you can bring your vehicle to us so we can take the next steps. As of 9/19/23, the customer has scheduled to bring her car into us this Friday, 9/22/23. We will do everything we can to get all of her concerns corrected once we have it. Thank you!

  
  

  Business Response

  Date: 10/11/2023

  I apologize for the confusion; it seems the response to *** ******* complaint was incorrectly attached. 

  In regards to *** ******* matter, we are truly sorry for your inconvenience, the original form that was signed was invalidated and after working with our warranty administrator, we have reinstated the original coverage that was purchased with no additional charges or changes. We try to make things as easy as possible and again apologize for the confusion and not communicating better on our side. 
  
  Your Service Contract has been reinstated and if you have any questions feel free to reach out to our finance department.  Thank you for your patience and your business.

  Customer Answer

  Date: 10/11/2023

  
  
  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:09/12/2023

  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.

  Had appt, kia did security software update, left kia my windshield wipers dont wk properly, kia said it had nothing to do with update it was the motor (no prob till i left kia) told me cost of motor is $531.03, i had 2nd opinion from my garage guy, he put in new motor it did not work, went back to kia they agreed it was not the motor, they messed around with it and had no answers for me. I have called multiple times no answer no call back, finally carmen a kia worker called me told me yet again to bring it in and if new parts are needed i have to pay for them! I told him its their prob i should not have to pay a cent, after that no more texts from carmen. Also my alert for my emergency break being on while driving also does not work. I have a 2018 kia sorrento. I am left with no answers and they just want this problem to go away. I told them if its not fixed i wll contact the BBB And thats why i need your help their telephone # is for service is ********** most of the time they do not answer. ***** *****

  Business Response

  Date: 09/19/2023

  As we explained in previous conversations, we have to have the vehicle at our service department to perform more in-depth diagnostics. Part of the diagnostics process requires "known-good" components to be installed in the vehicle. Since the motor you had installed is not a KIA part, we do not have the necessary schematics and theory of operations to diagnose that component. We can, however, perform diagnostics on the whole windshield wiper system to narrow down the concern origination and go from there, but we need your vehicle to be able to do anything. In no way are we trying to avoid correcting your concern, but we were not able to come to an agreement on when you can bring your vehicle to us so we can take the next steps. As of today, 9/19/23, the customer has scheduled to bring her car in this Friday, 9/22/23, and we will do everything we can to get their concerns corrected during this visit. Thank you!

  Customer Answer

  Date: 09/21/2023

  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 have read the letter Kia sent, this Friday I am taking my car in, until my car is fixed i cannot comment further, I should not be charged for anything that Kia caused.

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

  Customer Answer

  Date: 09/27/2023

  Hi ******** wanted to update and finish this car business. With all the stress and avoidance for 4 months by kia my window wipers finally work. They could not fix the emergency break alarm (which also went bad after the software update they did) I told the service person to also tell the manager about my emergency brake problem, when the manager called to tell me the wipers work I asked about the emergency break issue, he knew nothing about this! No one told him so i had to wait for another text from him telling me they couldn’t  fix the problem caused by the software update. Then had the audacity to tell me he heard me say something about them, whatever was said it was not said to him but for another passenger in the car. He then tells me to not return to them for service! They tried to turn the blame on me the customer for their software update disaster! I have been stressed since may with this issue, then they ask me not to come back, i would never recommend their service or knowledge of fixing an automobile to anyone.  And I will never use their service again. Terrible communication, trying to tell me my wipers coincidentally broke as soon as i left their service area, then stringing me along for months on end, and lastly telling me not to return to them for service. What terrible customer service,  *****

  Business Response

  Date: 10/03/2023

  We brought *********** vehicle back in the shop and did verify the wipers were not working as designed.  We first checked the software version updated her last visit it and verified it was correct. After that, we removed the cowl panel to inspect the wiper motor and motor wiring and transmission (linkage.) What we found was the wiper motor installed with the transmission incorrectly. While I cannot speak to the cause of the initial failure of the Kia wiper motor for various reasons (1. It was prior to my employment 2. I did not oversee the initial diagnosis of the motor and 3. I do not, nor does Jim Shorkey Kia, hold the proprietary information to the motor programming or the software programming at a level to understand how computer software directly does or does not impact the operation of various components.) 
  
  What I can say for sure is that whoever installed the aftermarket wiper motor ********** said she had it replaced elsewhere), did not do so correctly. The linkage (transmission) was not timed correctly when connected to the new motor. 
  
  As for asking her not to return to our location, this is solely because of the sentiment shared by ********* at the end of our call on a recorded line. While I understand the frustration, I feel as though I did everything I personally could to resolve the issue professionally. Speaking to our employees and management in that manner is unacceptable. I went so far as to NOT charge ********* for removing and reinstalling the motor correctly, and timing the motor with the linkage to ensure the correct operation of the wipers.  This saved her over $170.00. 

  Customer Answer

  Date: 10/04/2023

   

  From: ***** ***** *********************>
  

  Date: Thu, Oct 5, 2023 at 9:35?PM
  Subject: Re: BBB Complaint ********
  To: ******** ****** ****************************
  
  
  Jim Shorkey Kia claims they had no idea how my wiper blades stopped working after they did the software update. They wanted to charge me $500.00 for a new wiper motor trying to make it seem like a coincidence that it stopped working after their service. They were adamant it was not anything they did.  Carmen states he didn't have knowledge about my vehicle because he was  newly employed, not my issue, they have poor communication between their staff, this is a poor excuse. As for Kia not understanding how software works/doesn't work not my problem, know your product or don't do the service and then blame the customer. Poor business telling the customer not to return for service because they heard bad words that WERE NOT for their ears to hear,  to blame me is so juvenile, never heard bad words? REALLY.  You do not know my frustration, if you did you would not have ignored me for 4+ months. Kia thinks they did me a favor because they did not charge me, i should never have been charged after all the incompetence I had to endure from them. Also I told them I wanted my old motor placed in my car, they did not give me back my motor another show of poor communication. 

  Regards,
  

  ***** *****

  Business Response

  Date: 10/09/2023

  *****, we're sorry to hear that you are still not happy with the resolution provided. Unfortunately, Jim Shorkey Kia Wexford did not replace the motor for you - you had that done elsewhere, so you would have to contact the shop who removed the old motor and replaced it for you as they would have it. To summarize, we quoted you for the motor, you had the work done elsewhere because of the price you were quoted by us, they did the installation incorrectly, we were able to get the newly installed motor timed and working correctly, and we did not charge you for doing so. We have tried to work with you in getting the issues with the wiper motor solved, which we have done, so at this time, please tell us what additional resolution would make this experience a good one for you? Thank you!

  Customer Answer

  Date: 10/18/2023

  From: ***** ***** *********************>
  Date: Wed, Oct 18, 2023 at 1:16 PM
  Subject: Re: Complaint
  To: BBB Info <[email protected]>
  
  
  Hi, wanted to clarify my last response, my wipers are finally fixed that was the initial complaint and I  am satisfied they work. Wanted to comment about the untruth from Kia, my old motor was to be left in my car in its box, kia took the motor and blamed the other car establishment, it was in my trunk the day kia finally fixed the wipers, I told them many times leave the old motor in my car! They took it and blamed the other car place. Total lie and that was why i was not satisfied with them. Im done, thank you Better Business Bureau you were wonderful with this problem.

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Shorkey Kia to have repaired. We could not come to terms to fix so we agreed to have it towed to Rick C*** Kia because they were the selling dealer. I asked the Service Manager and GM to take a couple days to get it ready to tow and they called the next day. I came with A-1 towing to get my car and it was still disassembled. They had my parts loaded in the cargo area of my car. They told me and the driver this is how they do it and were going to tow this one like this. My engine was still out and the bumper was lying on the ground. The service foreman was putting baggies of bolts in a box. I took my car to Rick C**** When they got ready to repair the car they discovered over $6000 worth of parts were missing. I have tried numerous times to try to resolve by asking for documentation or video footage with NO success. The service manager of Rick C*** has even driven to Shorkey to remedy the situation. I have been 145 days without a car.
  .

  Business Response

  Date: 08/25/2023

  **** ******* originally approved tear down of her vehicle as requested by her extended warranty company.  After the motor was removed and disassembled her extended warranty denied the claim.  The warranty company was with Rick C*** KIA and they asked to ship her vehicle to them so they could repair it.  **** ******* had a towing company come pick up her vehicle and parts to take to Rick C*** KIA.  After 8 weeks' time she called and said they were missing parts for the engine. Due to the length of time that the vehicle was in their possession, there could have been many things that happened to the vehicle.  I verified with my shop foreman who was the tech working on her vehicle that all parts were sent to Rick C*** KIA the day she moved the vehicle. 

  -Paul G****** Service Manager

  Customer Answer

  Date: 08/25/2023

  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.
  
  
  
  My concern is with my 2018 Kia Sportage is not a warranty issue but an issue with how Shorkey Kia transported my car.  I drove my car into Shorkey with all the parts of the vehicle in running order and attached to the vehicle but I was given a car disassembled with missing parts. My request was to take 2-3 days to have the car put together to tow and I was contacted the very next day to pick it up, not ready to tow.  When the dealership was questioned about the condition of the car, the response was "This is how we do it" and "This is how we ARE doing this one".  My car was released to me in with more damage than I brought it in with. When I was told that I was missing so many components, I immediately reached out to Shorkey trying to find them. When asked for documentation or video, they could not produce such information.  When speaking to the GM on August 7th, he kept deferring me to the service manager and he had no idea where my parts were and he let me know he was done with the situation.  I don't believe the condition of my car has anything to do with the warranty nor does having my car to be move to another dealership constitute the condition it was sent.  I can not be liable for a car I did not disassemble or responsible for missing parts when I did not take the car apart.  The desired outcome is to find my parts, replace my parts or to pay for the missing parts.

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