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 Ford

  1234 Long Run Rd White Oak, PA 15131

  
• 

  Jim Shorkey Chrysler Dodge Jeep RAM Fiat

  13230 State Route 30 North Huntingdon, PA 15642-1327

  
• 

  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

  

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:08/25/2023

  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.

  My 2018 Kia Sportage, purchased brand new, has been consuming oil at an alarming rate for the past 4 -6 months. I was getting regular oil changes and 2 more than required because I didn’t know why the oil was low. The engine or oil light never came on. After 4 months of adding quarts of oil each month I took it to the Jim Shorkey Kia dealership in North Huntington where I purchased the car. They said I needed a consumption test. So I drove the required 1,000 miles, brought it back and it failed. They said they were required by Kia to do another consumption test after a decarb test was done, it failed the decarb and supposedly started another consumption test. I drove another 1000 miles brought it back and they said they never started the consumption test and that they had to start over. We start the consumption test AGAIN that day, (adding more unnecessary miles, devaluing the car)drive another 1000 miles, bring it back and it failed again. At this point they said they would get a new engine approved by Kia. 3 weeks go by and they finally call me and say the engine was in and to bring the car, it should only take 2 days. I drop the car off Monday evening…. No calls or anything, I call them Thursday and finally the technician says it will be ready that day. I go to pick up the car after receiving a message it was ready, get 10 minutes from the dealership and all of the lights come on in the car, the steering seizes up, and the car itself tells me to get to the nearest dealership or service center immediately! The whole time this has occurred, I was never given a replacement vehicle or offered a rental and this car is still under warranty!

  Business Response

  Date: 08/30/2023

  The customer brought vehicle back in for warning lights in on dash after engine was replaced. Found the ABS tone ring failed and needed to be replaced. Jim Shorkey Kia as a gesture of goodwill replaced the ABS sensor for the customer and covered 100% of the parts and labor. Attached is the invoice. The customer has possession of their vehicle again.
  
  Victor F***
  Service Manager

  Customer Answer

  Date: 08/31/2023

  [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.  Although the vehicle is under warranty so the repairs would have been covered regardless and was not a show of good faith. Also, a loaner vehicle should be provided for any warrantied repairs when a car is kept for over a week, and should not be “begged” for.
  
  
  
  Regards,
  
  
  **** ***********

• Initial Complaint

  Date:08/24/2023

  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 26th we spoke with Kathy C***** *bout purchasing a Grand Highlander. We stated that we were considering trading in our Highlander and our Tundra, and expected to finance $10,000. Kathy stated it would likely be closer to $13,000 once we had some numbers. She sent us the estimated trade values and purchase agreement. We decided to try to sell ourselves, and asked what forms of payment they would accept for a larger amount. We inquired about not being able to bring outside financing, and stated that we ONLY wanted my husband's credit ran through Toyota Financial. We knew that he would have no issue being approved with them for such a small loan amount. Kathy assured us that she would make sure their finance department was aware of our wishes, and that we would need to fill out the application closer to the arrival of our new vehicle. This was discussed over the phone multiple times. Jim Shorkey ran my husbands credit through multiple lenders and then set us up with a Capital One Auto loan. We had no idea that it wasn't set up through Toyota. When we reached out to the dealership about this unacceptable situation, we were met with Kathy's notes that said this was a cash deal and you changed it the morning you came to pick up the car. It was NEVER a cash deal, we did NOT change the terms of our sale. We were literally sent a purchase agreement that was generic since they didn't have the vehicle on their lot, and had to agree that they would not accept any outside financing. We do feel on their end that their finance department needs to sort out how to get my husbands credit reports corrected and someone needs to address the seriousness of this situation with Kathy.

  Business Response

  Date: 08/28/2023

  To whom it may concern,
  
  Regarding BBB ID *********
  We listened to all the recorded phone calls between ******** ******** and our dealership, not once in those phone calls did ******* or ******** ever say we want our contract sent to Toyota Financial. We also read through all emails and text messages between ********* ******* and the Dealership and not once did they state they only wanted their credit submitted to Toyota financial.
  
  Furthermore the finance manager ********* Cline told ******** that Capital One was financing the vehicle and ******** responded that’s great we use Capital One.
  ******** came in a few days after the purchase and dropped off the title to his trade and told ********* how happy he is with the whole purchase and how much they love the new vehicle.
  
  
  I’m not sure where the disconnect came or if ******** and ******* just have buyers remorse. There is nothing we can do to change the fact that their loan is with Capital One Auto Finance.
  
  Regards,
  
  Bob R********
  Finance Director
  Jim Shorkey Toyota

• Initial Complaint

  Date:08/21/2023

  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.

  My a/c compressor clutch went, so I needed a new compressor-still under warranty. The dirtbags at Shorkey's told me my warranty company says they won't pay because there's interior front-end damage-my condenser is bent and affecting the fan's spinning. Magically there's interior front-end damage but nothing on the outside?! I have 4 years of records of every single service appointment proving that I have never needed service to my front end like that. I have never even hit a squirrel. They squeezed $3k out of me to get my jeep back, AND NOW IM ON THE SIDE OF THE ROAD WITH AN OVERHEATING ENGINE BECAUSE MY FAN WONT SPIN AND MY ENGINE CANT REGULATE ITS TEMPERATURE! BECAUSE $3K WASNT ENOUGH, THEY WANT ANOTHER $1200 TO FIX THE CONDENSER THAT NEVER EVER HAD AN ISSUE BEFORE I PUT MY JEEP IN THEIR HANDS. I didn't even know what warning light was going off BECAUSE MY ENGINE HAS NEVER OVERHEATED BEFORE, AND THIS JEEP HAS DRIVEN ME ACROSS THE COUNTRY FOUR TIMES!!! There is some potential evidence that this damage is quite old, and I know that it hasn't occurred in the four years I've owned it; but it also has never overheated or given me issues. Now, I left it in Shorkey's hands, and it's suddenly overheating constantly. I lost my job because they strung me along all week without giving me a loaner until the last day, and now I'm not even able to drive for Uber. I am trapped, unable to earn money or get around.

  Business Response

  Date: 08/22/2023

  I'm sorry you're having trouble; our records indicate that your vehicle came in with a chirping-like noise from your pulleys. Upon inspection of the vehicle, we found that there was a defective idler pully, and both your AC condenser and right front axle were leaking fluid. We then, at your discretion, contacted your extended warranty company Total Auto Care (1-800-733-7339) and advised them of your vehicles' condition. 
  After their review, they advised us that axle and pulley were both components that are not covered by your contract. Total Auto Care sent an adjuster from their team to inspect the AC condenser, and per the adjuster, the AC was leaking due to damage. We had to wait 48 hours for Total Auto Care to report back to us with their findings from the aduster, at which time they advised us that the repairs were declined. We then obtained your authorization to complete the repairs, at which time you approved the idler pulley and the right front axle but declined the repairs to the AC condenser.  After we installed the right front pulley, we found the AC compressor clutch to be seized. We then contacted Total Auto Care once again, and they advised us after further review, due to the damage that occurred while in your possession, it would not be covered. At that time, you authorized us to replace the AC condenser, which we did, and then road tested and verified the repair. We absolutely stand behind the repairs that were made, and if the issues you are continuing to have are in any way related, we are here to help, however we do not have control over what repairs are or are not approved by your extended warranty and encourage you to contact them directly if you feel what we have told you is inaccurate and they should have covered something they declined. If you have any additional questions, please contact us directly at the dealership. Thank you!

  Customer Answer

  Date: 08/23/2023

  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.
  

  Wow.  Incorrect.  I brought my jeep to you knowing full well that the problem was a broken a/c compressor clutch, and that would require my entire a/c compressor to be replaced, which was under warranty.  I was also supposed to receive a loaner vehicle under my warranty so that I could continue to get to work.  John p****** verified all of this on Friday stating that he had rentals to last until Monday, told me to bring it in on Saturday and that once he'd submit the claim for my compressor on Monday, I'd have a loaner and the fix would be under way.  On Monday, p****** called and told me that they were magically out of loaners now, but not to worry, I'd have my jeep back on Tuesday which seemed odd.  He then stated that the issue was NOT my compressor or its clutch, it was a bad idler pulley, leaking axel (I never saw proof of this), and a leaking condenser.  So the 3 neighborhood mechanics opinions and my own educated guess were all wrong about the compressor all of a sudden.  

  Tuesday came and went, still no loaner vehicle for me, still no Jeep.  Wednesday morning p****** called to tell me that the adjuster denied the claim on the leaking condenser and that the unverified leaking axel and idler pulley would amount to nearly $2000.  Still no loaner for me.  He said he was still waiting on parts.  (Waiting on parts?  On monday he said id have the jeep back on tuesday.  Were still waiting on parts on wednesday??)  That evening, I was fired from my full-time job because I could not afford another $120 round-trip to work with Uber and I had to call out.  I worked in surgery, I cannot just not go to work.  I also couldn't work my part-time Uber job because john held my jeep hostage all week with no loaner.  I would have taken off from my full-time job all week had I known that p****** was stringing me along and would never give me a loaner, when the loaner is the entire reason I went to you to begin with!  

  I finally called total care auto, at which point I learned that their adjuster said there was no leak from the condenser, but that it had definitely been damaged.  I am currently going after the dealership that called this a certified pre-owned vehicle with concealed front end damage.  For the four years prior to bringing my reliable vehicle to you, I have never had any indication there was an issue in the condenser/radiator area.  My a/c has always run very well, nice and cold, and the engine temperature has never been too high or unstable.  

  Thursday, p****** tells me my parts just came in and the jeep will be done later in the day, but now, on the very last day, he has a loaner I can come and get.  I shell out another $30 to uber to the dealership, and as I was pulling into the driveway, p****** calls to tell me that, surprise surprise!  My a/c compressor needs to be replaced.  LIKE I TOLD HIM A WEEK PRIOR TO THIS. This brought my bill to nearly $3,000 plus it cost me my full-time job, and cost me an entire week of being unable to do Uber part-time, and I blew around $400 in Uber rides and paying for your loaner (which by the way was so filthy that when the sun went down I couldn't see out of the windshields from the scum inside, and there wasn't a drop of washer fluid for the outside, and there were crumbs and cigarette ash all over it.)  Interestingly enough, all of the shops and dealers I called before you guys were not able to fix my compressor until Thursday or Friday, and p****** told me Monday or Tuesday.  And magically he didn't fix it til Thursday or Friday as well!  So he has been lying to me unabashedly since the very first moment I spoke to him on the phone.  Then he lied to the adjuster about the condenser.  

  I finally got my jeep back on Saturday after opting out of spending another $1200 for a new Condenser and radiator.  Especially because up until you touched it, I had cold a/c which worked fine, and everything else had always worked well.  I figured it could wait and p****** agreed.  I left the lot with low tire-pressure and almost empty coolant reservoir.  I have never once been to a shop that doesn't top off fluids and tires for their customers.  The entire experience with you guys was just so low-class and full of lies.  It literally ruined everything I have worked for in the last four years.  

  The next day, I was stuck on the side of the road with an overheating engine.  That has NEVER happened to me.  Upon further inspection, after your guys touched my jeep, this apparently old damage to the condenser and radiatior was so drastic that it was smashed all the way into one of the radiator fans, and for the first time ever, my jeep was unable to regulate the engine temperature.  There's no way it was like that before you came along, because I have driven no less than 2,000 miles every year for the last four years across the country with my air conditioner running constantly.  This is when I realized I had no coolant, and limped to an auto store to spend $23 on a bottle of coolant.  

  Now, any time my engine is running and im sitting still...like at a redlight!!...my engine overheats and i have to pull over and let it cool.  If I even touch the a/c for one minute it does the same.  So I still cannot drive for Uber, and I don't have my full-time job, so I'm STILL without income because of you.   I managed to get hired for a travel assignment to a hospital in north dakota...but I can't get there because your guys ruined my jeep.  In one week, you people managed to completely ruin my life.  I have absolutely no idea how to get out of this.  I keep thinking that I should take my 3 beloved cats in the jeep and the 4 of us will just go drive off the side of a mountain somewhere.  I can't pay my rent next week, let alone fork out another thousand or so to fix my condenser and radiator.  So game over.  Thanks.  

  I will attach my receipt from you showing that the a/c condenser was not replaced.  I can provide 4 years of service reports to show that I have never had front end repairs or an overheating engine.  If your guys didn't purposefully damage my condenser/radiator, then they made it worse so that the fan cannot spin at all.  I am ruined.  My life and my career depend entirely on that Jeep and you ruined it and charged me nearly $4k and counting.  

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

  Business Response

  Date: 08/30/2023

  It is our understanding that the customer has been in communication with our service manager, Matt, who has been working with her on resolving her issue from the insurance company with the damage to her vehicle. Thank you!

  Customer Answer

  Date: 09/01/2023

  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.
  
  
  Yes, the service manager finally contacted me.  I left him two voicemail prior to the conclusion of this nightmare; however, it wasn't until I filed this BBB complaint and provided my honest review of this service department on Google that this guy decided to get in touch.  

  Once again, these dishonest-to-their-cores terrible humans wasted my time while trying to squeeze more money out of me.  

  Slight backtrack: prior to speaking with anyone at Shorkeys, I called maybe 7 other Jeep dealers closer to my home and explained my problem. Every single one of them said they would not be able to obtain the a/c compressor for my Jeep and do the work before the following Thursday or Friday (7 days later.)  None of them had available loaners either.  Because I HAD a job that I needed to get to, I fell for it hook-line-and-sinker when John p****** told me not only did he have a loaner for me, but he could magically do the work as early as Monday.  This prompted me to deliver my jeep to him on Saturday.  On Monday he told me the problem was not my a/c compressor, but around $1700 of other things.  Wednesday he was waiting for parts and I STILL did not have his promised loaner, and Wednesday night I was fired. On Thursday, he told me to come get a loaner, and when I was pulling into the lot, p****** called to inform me that actually, my a/c compressor was broken (like i told him on day one) and he'd have it ready the next day.  That brought my total to $2700 and I still was without my Jeep for a week, just like I would have been with other dealers.  

  So it is very obvious to me that this "advisor" convinced me to leave my Jeep with him about 5 days before he could address the issue I needed fixed, just so that he could figure out how to charge me for other things I probably didn't need.

  By the rime Matt decided to respond, I had already made arrangements for my friend to fix the remaining issue for $750.  Matt asked me what he had to do to get me to erase my review.  And then basically he convinced me that I should cancel with my friend and take my jeep to him, and I said if this was not going to be for free, I would not spend a penny more than my friend's quote.  This man called me the next day to quote me around $2500!!! When I told him there was no way, and he had no convincing left to do because he couldn't care less   

  These people are the scumbags who make people reluctant to trust mechanics.  They have ruined me.  My vehicle does not work properly since they touched it, and I am now jobless and down around $5k because of them.  

  !;?

   

   

  ....f

  Fast 

  
  Regards,
  
  
  
  Kristina Matthews

  Business Response

  Date: 09/11/2023

  We are sorry to see that the customer has not accepted any of the assistance or offers that were provided. We offered to give a free rental, she declined. Last we spoke, her friend was repairing and she refused our help. This came down to a warranty coverage issue - a warranty that we did not sell to her, and we tried working with the warranty company at her discretion each time to get anything covered that we could - they overruled helping in any way, so we tried to offer her paying for parts only and she refused that as well. If she chooses to reconsider any of our offers, she knows where to find us. Thank you!

  Customer Answer

  Date: 09/13/2023

  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 did not take my previously reliable vehicle to them for anything but a replacement a/c compressor because of a broken a/c compressor clutch.  I saw no proof of a leaking axel and plenty of proof of their ability and willingness to lie, cheat, and steal.  After cheating me out of what I believe to be unnecessary repairs, they then all of a sudden identified the original problem I told them about on day one: the compressor clutch/compressor.  

  While they did not sell me the previously damaged vehicle, they did exacerbate the issue with the damaged condenser and radiator (I suspect in order to get another $2500 out of me) because my engine has never had temperature regulation issues in four years of driving it around the country and regular use of the a/c.  My engine had never overheated, nor had I ever had issues with cabin or a/c temperature until these people touched it. 

  And while I could see other mechanics failing to notice the dented radiator and condenser because of its location (since it has never needed to be serviced), the radiator fans are readily visible upon opening the hood, and I find it very hard to believe that no one has ever noticed that one or both of the fans were not spinning and therefore not cooling the engine.  

  This service manager ignored my repeated attempts to contact him while they held my vehicle for a week, and did not respond until he wanted me to take down my negative, but accurate, Google review.  Only because of this, did he give me a rental in order to apparently offer me a deal on the condenser and radiator.  He claimed he'd "help me out" by giving me their parts price, bringing the total of yet another repair to around $2400!!  The radiator and condenser both cost anywhere from $75-$300, the fans cost from $100-$200, and then labor.  I told him my friend would charge me $750 TOTAL, which he did, and he did a perfect job.  I told shorkeys that the only way they'd get the job is if they'd do it for less than that, which of course, they could not.   Why in a million years would I EVER give them another penny?!  And then when I returned their filthy rental for my Jeep, the entire service department stayed silent while I was in there, everyone giving me the side-eye as if I did something to them! 

  These people are scum, they robbed me of about $1700 for an axel and pulley which were fine, and caused me to have to replace my condenser, radiator, and fans for another $750, all of which worked perfectly fine even having been damaged for FOUR YEARS.  My friend said that that radiator and condenser were so smashed into the one radiator fan, that there was no way that fan would have ever moved an inch.  There's no way four years of that would not have revealed an issue.  

  Stop lying! Your despicable actions and lies have consequences and you deserve to feel them just as you make your customers feel them!  This is sickening!  

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

• Initial Complaint

  Date:08/17/2023

  Type:Order 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 vehicle on 5/25/2023, I was talked into a service agreement for $7000, I realized that was a waste of money so I utilized the cancellation clause in my contract which states that I have 30 days to cancel the agreement which I cancelled on 6/15/2023. It has been 2 months and the company has yet to return the money along with the daily accumulated interest to Huntington Bank where the money should go. This company has deliberately brushed me off despite attempts to collect the funds.

  Business Response

  Date: 08/18/2023

  We spoke to this customer on 8/15/23, and explained his warranty has been cancelled. The refund of the warranty, since it was part of his loan and amount financed, goes back to the lender and is applied to his loan, not sent to him. If he monitors the balance of his loan when making payments, he will see it applied in the near future (as it does take some time to be applied). If further assistance is needed, we are here to help. Thank you!
  
  Alfy A*****
  General Manager
  Jim Shorkey Ford
  ************
  
  

  Customer Answer

  Date: 08/19/2023

  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:08/16/2023

  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 are vehicle up their didn't fix the problem at all. But gave us run around please.
  It not running propertly at all.
  They didn't fix single thing at all
  everything at all

  Business Response

  Date: 08/24/2023

  When this complaint was received, both our dealership management team and Customer Experience Specialist had a hard time tying the customer's complaint to any recent service or visit to any of our dealerships. The last time the customer was in for service was at our Kia Wexford location at the end of May. They waited for a repair that was recommended to drop off for a catalytic manifold replacement. This repair was for a check engine light concern. The customer also declined diagnosis to check on a few other concerns. To be certain we were addressing the correct service appointment and customer, the GM reached out to the customer for clarification so that we could try to resolve the situation. Upon speaking to *** ******** he was told that she didn’t know the last time she was in for service or repairs. He then asked her what was going wrong with the vehicle, and she stated that there were a few electrical items going on. He told her that he would personally set her up for an appointment for her to drop off the car to be evaluated, and so we could look at it, and as a courtesy we would put her in a loaner to drive in the meantime. She kept saying that she doesn’t have time and she would get back to him. She repeated that she was frustrated, and he explained that we can't attempt to fix her vehicle if she would not bring it in to us. She said she doesn’t have money for repairs currently, so she can’t pay for the diagnosis, and she can’t put money down to trade out of it. She states that she has a warranty, so he asked her again to set up an appointment and he would cover the diagnosis as another attempt to help her and rectify the situation and see what items we could have warranty cover. She then continued to just complain and say she is busy. Finally, she said she would call us back within the week. As of today, 8/23/23, the customer reached back out and we were able to arrange for her to drop off the car tomorrow morning (8/24/23) to be diagnosed, and in the meantime, she will be given a loaner, as promised. Thank you.

• Initial Complaint

  Date:08/13/2023

  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.

  Dealership told me my hybrid car purchase qualified for EV tax credit which sealed my decision to the purchase car. I am now finding out that my car is ineligible for the $7500 rebate I was told I would be eligible for.

  Business Response

  Date: 08/14/2023

  *********
  
  
  We know you have been working with Chuck Z******** one of our Sales managers, to try and find a resolution.  As you know unfortunately, when they changed the Tax Credit laws, they removed the Mitsubishi Outlander PHEV from the list and now it only qualifies on a Lease, not a retail purchase.  With the $7500 not coming from the dealership we really have no way of getting it for you.  Resolutions we would be willing to offer were to trade you out of the vehicle for exactly what you paid on any New Vehicle of your choice, or to buy the vehicle back from you for what you paid.  If any of those are acceptable resolutions, please reach out to Chuck so we can take the next steps.  
  
  
  Thank you MGMT.

  Customer Answer

  Date: 08/14/2023

  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. Buying the car back from me for what I paid still puts me at a financial loss. I traded in a vehicle on this purchase and have made 2-3 months of payments on this purchase. If I were to sell the car back for what I paid for it, I would suffer further loss. I understand that you cannot provide me with the tax rebate but your dealership admits giving me false information at the time of my purchase which led me to my decision to purchase this vehicle and ultimately that cost me $7500. Your dealership COULD agree to pay some kind of compensation for the very expensive error and false information provided.
  
  
  Regards,
  
  
  
  ******** *****

  Business Response

  Date: 08/16/2023

  Thank you for your response.   Payments made on your current vehicle would lower the payoff amount, so getting what you paid for the vehicle would allow you to recoup that money and still have the benefit of driving the vehicle for the last 2-3 months.  If you would like to look into any details further, please reach out to Chuck.
  
  
  Thank you,
  
  MGMT

• Initial Complaint

  Date:07/27/2023

  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 am the owner of a 2020 Kia Forte, which I purchased from Jim Shorkey Kia Wexford located in Wexford, PA. Unfortunately, I have been experiencing serious issues with my vehicle, and the dealership's response to my concerns has been inadequate.The problem with my car began when it started shutting off unexpectedly whenever I came to a stop at red lights or encountered traffic jams. I contacted the dealership, where I purchased and serviced my car. Regrettably, I had to endure an extensive wait of over a month just to have my car looked at by their service department. Once my car was finally inspected, it remained at the service center for an additional month. When I called to inquire about the progress, I was informed that they were fixing whatever the code indicated, but then my car began displaying a different code. Despite the prolonged period it spent in the service, I was assured that my car had been repaired. However, upon picking it up and driving it, the problem persisted, exhibiting the exact same issues, and to make matters worse, I now noticed a grinding noise coming from under the engine.
  I returned the car to the dealership, only to be told that I needed to schedule another appointment, leading to another month-long wait. It has now been well over a month since I took my car back to the service department, and they have ceased responding to my text messages entirely. On the two occasions I personally visited the service center to inquire about the status of my car, I was met with unprofessionalism and attempts to make me feel guilty for checking on my vehicle's condition. Instead of providing assistance or resolving the issue, I was suggested to take my car elsewhere if I wasn't satisfied with their service. As a customer, this situation is unacceptable. Not only am I still paying for a car that is not functioning properly, but the dealership's refusal to uphold their responsibilities under the warranty and rectify the problem is causing significant inconvenience and hardship in my daily life. I rely on my car for essential daily activities, including taking my son to summer school, and I am now forced to constantly seek alternative transportation from my brother-in-law.

  Business Response

  Date: 07/31/2023

   the customer came in initially for a check engine light, which when diagnosed it turned out it needed a camshaft and CVVT. After fixing the check engine light, our service department drove the vehicle to ensure it was operating properly. At the time of pickup, the vehicle was functioning as it should. The customer eventually brought the vehicle back for a knocking noise in the engine, which is a separate issue. We have multiple engine issues/replacements that we had scheduled for other customers and could not immediately fit the customer in. The service department is working through those other customer issues and should have the vehicle in the shop today or tomorrow to have pictures of the valvetrain sent to Kia to see what the issue is and whether Kia will cover it under warranty.

  Business Response

  Date: 07/31/2023

   the customer came in initially for a check engine light, which when diagnosed it turned out it needed a camshaft and CVVT. After fixing the check engine light, our service department drove the vehicle to ensure it was operating properly. At the time of pickup, the vehicle was functioning as it should. The customer eventually brought the vehicle back for a knocking noise in the engine, which is a separate issue. We have multiple engine issues/replacements that we had scheduled for other customers and could not immediately fit the customer in. The service department is working through those other customer issues and should have the vehicle in the shop today or tomorrow to have pictures of the valvetrain sent to Kia to see what the issue is and whether Kia will cover it under warranty.

• Initial Complaint

  Date:07/06/2023

  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.

  I have been trying to get a warranty refund for over a month. I have communicated with several people from a finance, finance manager, and general manager. Emails were pretty responsive initially but the communication has diminished almost completely. This is the Kia dealership in gainesville Georgia. They keep saying the Pennsylvania is responsible for it and they have no control over the refund. As a customer I just need the refund whether it is Pa or Ga.

  Business Response

  Date: 07/08/2023

  This was a warranty cancellation that was cancelled. ******* who is no longer with us didn’t cancel the warranties the proper way. Dilia spoke to customer and we will have a check for him on Tuesday. 
  
  Mike T****** General Manager

  Customer Answer

  Date: 07/13/2023

  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 will say this matter is resolved when I receive the check with the correct prorated amount.  Mike said he would call me on Monday.  I have not heard from him yet about it
  
  
  
  Regards,
  
  
  
  ***** ********

  Customer Answer

  Date: 07/18/2023

  No I have not and the amount is suspected to be 800 but it should be at least 1500.  I paid 1899 for the warranty and only had the car 8 months.   I was told over the weekend that the check has been cut but the dealer said the warranty company will not tell them the amount which is very unusual from my experience.  

  Business Response

  Date: 07/18/2023

  We have updated the customer. The warranty company has sent the customer their check.

  Mike T****** General Manager

  Customer Answer

  Date: 07/18/2023

  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 am not doubting the business but I have battled this for almost 2 months so I would like to have the check in hand with correct amount before it is closed out.  My fear is the amount will be wrong that warranty company sent. 
  
  
  
  Regards,
  
  
  
  ***** ********

  Customer Answer

  Date: 07/24/2023

  I have not received this check as of 7/24/23.  I do not know if the prorated amount, and I have requested to know the amount so we can make sure it is correct.  A check doesn't matter if it is incorrect.  

  Business Response

  Date: 07/25/2023

  We provided a check for the customer to UPS on July 18th to be overnighted to the address provided in our customer database. Please call Mike T****** the General Manager, to confirm the correct address.

  Customer Answer

  Date: 07/25/2023

  [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.  I have emailed Mike at dealership with new address so he can send it.  Thank you 
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/23/2023

  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.

  Was called by Salesman Ricky about trading my car for a truck. He put Manager Isaac on the phone, and we had a verbal deal on a truck. He was at 8% then asked our Credit Score and said we could get 5% and that would bring the payment to $502 per month. I told him if we were close to that I would buy tomorrow. He said he would not be there, but Ricky would, and he was on the phone with us and heard the numbers. I didn't want my wife and I to take off work and travel an hour away for nothing. Next day we get there, and Ricky is off. Ray was going to help us. After small talk and test drive he talked to Manager and put a payment in front of me of $680. I asked how this could be when he didn't even check my credit? (They judged me based on the lender used for my Trade in. My credit is in the 700 now and they didn't even ask) and I was told. $502. Very rude manager (didn't catch his name) and he would not give it to me when I asked for it in later texts. I feel that we were baited to get us in there and then pressure us to pay more once we liked the vehicle. I left the dealership and they never even tried to make the deal work. Never offered money down to lower payment or ant type of discount... Nothing... Terrible Management.

  Business Response

  Date: 06/23/2023

  Isaac worked a deal with this customer with a low interest rate pending bank approval. What the customer is not stating is nothing in the deal changed accept when he got here, we found out the customer exhibited deceptive practices by not disclosing there was a payoff on this vehicle. We discovered he didn’t own his vehicle and that he has a $7690.43 payoff. So, he went from having $9,000 in positive equity to having only $1466 in positive equity. Therefore, changing the payment agreed upon pending approval drastically. There was never an issue of credit, the deal never got that far. Ray went out with a payment option sheet with the new terms which had the customers payoff included. At that point, the customer made it clear they could not afford that payment. I offered to take $500 off the price of our vehicle if the customer wants to put the other $7,000 down to get the $500 payment, pending bank approval. The customer did not agree to that. There may have been miscommunication or a blatant attempt to withhold the payoff from us, I’m not sure. Everything in this email has been explained to the customer. However, the customer proceeded to message stating he’s going to the BBB which at that point I stop responding to the text messages. I apologized and attempted to take the blame for the situation to alleviate the customer from needing to acknowledge they never disclosed their payoff. At this point I’m out of options as there is no work around the customer still owing $7690 on their current vehicle.

  Erich S************ - General Manager

  Customer Answer

  Date: 06/26/2023

  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.
  
  
  
  Received a response from my original complaint. This upsets me even further. The General Manager Erich S************ literally slandered my name. He states, and I quote "customer exhibited deceptive practices by not disclosing there was a payoff on this vehicle." I did no such thing I even talked to Isaac about this, and he admitted that payoff was never mentioned by HIM at any time during our conversation and for Erich to assume I was deceptive is unacceptable! Erich continued to insult me by saying "customer made it clear they could not afford that payment". He was not even there, and I did no such thing. I have the money in my account to buy that truck out right. I simply said that I wanted the payment we agreed to on the phone. Lastly, he continued the assault on my character by saying ""a blatant attempt to withhold payoff from us". This man is no Manager. He should have nothing to do with customer service of any kind. He gives Jim Shorkey a bad name. He also stated that my trade is was $9,000. After they had given me a value of  $10,570. I have been lied to and deserved by this company from the start. For this Manager to try to turn this around on me, like this is my fault is a slap in the face. I need a call from his manager.
   (see attached carfax)
  
  Dale Smith | Manager, Production
  T: ************ Ext. *** | E* ***********************

  
  
  Regards,
  
  
  
  **** *****

  Customer Answer

  Date: 07/05/2023

  I still have heard nothing from this Dealership ? They obviously could care less about their customer service or for that matter the BBB. Sorry to keep bothering you, I just don’t know what else I can do. I would like to add this experience to my original complaint with this Dealership and GM
  
   
  
  Thank you

  Customer Answer

  Date: 07/07/2023

  In my business we take BBB complains very seriously and make it a priority to resolve them ASAP. It just shocks me with the lack of response or concern. Terrible management at this Dealership. Please add these comments to my complaint
  
   
  
  Thank you

  Business Response

  Date: 08/09/2023

  As explained previously, the original discussion with the estimated quote was done without knowledge of a balance owed on *** ******* vehicle that he planned on trading in, so the trade in amount to be applied to the purchase of the new vehicle was completely inaccurate being that there was almost $7,700 less to apply to the new vehicle purchase. If we had the information up front that there was an outstanding balance on their current vehicle, the quote would have been correct from the start. Since there was no mention of payoff, the only thing that changed when the customer came into the dealership was that the payoff was added to the quote. I am not sure how it is presumed that we judged a customer based on who they were financed with previously, when we did not even know they had a payoff on their vehicle - we had no knowledge of who the lien holder was. It is not our process or policy to judge someone based off their current financial institution or situation. Therefore, when we found out there was a payoff on the vehicle, it was calculated into the numbers as it should be. It is a lien and loan between the customer and their bank, and in order to trade in the vehicle we had to add it on to satisfy the lien on the customer's behalf. To ask for “payment they were quoted” is not a fair statement when all the information was not on hand. We will not put blame on the customer or the salesperson; this was not discussed as the customer states prior to them coming in. So obviously with that payoff, the quote would not be correct and the only difference is the payoff amount.  As per the customer's statement about being able to pay cash for the vehicle, kudos to them for being wise and thrifty with their money. It could have been accomplished by putting down the payoff amount of their vehicle and the quote would have held, but that is not what is being asked for by the customer. They were asking us to honor the quote, but the information at hand was not all there.  Again, not blaming the customer, but there was no payoff in there. If you look at the original quote, it has no payoff due to the fact it was not discussed. There was no business done between Jim Shorkey Auto Group and Mr. Smith, so I am not sure exactly what they are asking for or how to resolve this for them other than to better clarify the situation and hope that he understands the situation as it truly unfolded. Thank you.

  Customer Answer

  Date: 08/14/2023

  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:06/13/2023

  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 6/1/2023 I purchased a 2023 Mitsubishi Outlander from Jim Shorkey . The sales persons name was Bree S****** . She told me that this was new to her and she just started a few months ago.(she seemed inexperienced because most of the question that I did ask she had to find to answers from someone else). As she was going over the options of the car she brought up an interior and exterior protection. She told me that is wonderful if you have kids or spill a cup of coffee on it that any damage or stains were covered. My response was that I am by myself I and there won't be any children in the car and I don't drink coffee and i don't need it and that was it. She mentioned nothing about any cost at all and it was something that I just didn't need or had any interest in so we moved on. When the paper work was ready Tristan R***** proceeded to go over it. When going over the paperwork he never brought up the the Luxcare protection protection plan for a charge of $1490 He skipped it and started with the service contract.. I knew nothing about it! . Neither Bree or Tristan brought anything more up about it. So literally I was SCAMMED out of $1490 for the luxcare package! I told Bree S****** NO I didnt need the product and that should of ended anything to do with Luxcare.

  Business Response

  Date: 06/23/2023

  I understand your concern with the purchase of your vehicle and the products that you have selected. In no ways do we ever sell according to deceptive practices and that is not part of our culture/policy at Jim Shorkey Auto Group.  Upon review of the deal, I have found many papers that we go through on our process to ensure that this does not occur or happen.  When Bree first went over it, as every sales person does… there is a form that is filled out with the price of the Luxcare Warranty and level disclosed.  The salesmen’s first step is to go over this form, go over the protection and off the product.  At the point the customer either signs the “decline” line or the “accept” line.  They are clearly define on which one is decline and accept.  I have provided that copy with your signature in the “accept” line.  After that, the deal is done in finance with Tristan.   There are three locations signed off on with the product “luxcare” and the designated cost associated with it.  There is a sperate form which you do have a copy of that shows the luxcare contract that was purchased.  All three of these forms have your signature on them.  Even if you signed accepted with the salesperson, that is not binding, it is the acceptance in the finance office that finalizes it.  While signing the Luxcare form in the finance office and the two other documents displaying the price of the protection, you have very right to remove that.  It is not hidden, nor deceptive practices used to put that product onto the deal.  This is a product that is put on by the detail pay interior and exterior.  It is not a product that is cancellable due to the fact of the application of the product.  We feel as Jim Shorkey Auto group that we did our due diligence in explaining the product and have your signatures on 4 documents showing the product clearly displayed as a purchase. 

  Erich S************ - General Manager

  Customer Answer

  Date: 06/28/2023

  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.
  When Bree S****** started to go over the luxcare product I told her that I did not want the product .I said no! there was no price or anything else brought up about the product. Tristan never brought up or mentioned anything about Luxcare and and I recieved no information at all about it in the sales package. So in conclusion I was Deceived into buying a product that I wasn't interested in and when i told her no that should of ended anything to do with Luxcare. It is not a is sold by other Mitsubishi dealers.

   

  .
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
   
  
  ****** *****