Complaints

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

close

Find a Location

Shelor Motor Mile, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shelor Motor Mile, Inc.

  2260 Roanoke St Christiansburg, VA 24073-2514

  
• 

  Shelor Motor Mile, Inc.

  295 Jarrett Dr SE Christiansburg, VA 24073

  
• 

  Shelor Motor Mile, Inc.

  2395 Roanoke St Christiansburg, VA 24073-2563

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/29/2023

  Type:Billing 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.

  They advertise on their online site that battery checkups are free, so I brought it my Ford Transit 250 van to get it done and change my oil at the same time. I called first and it was agreed that the battery checkup was free and the synthetic blend oil change costs $64. She told me I needed to bring it into the Express Lane service, which I did, process took 4 hrs. then I was charged >$131.
  They said they put in full synthetic and it cost $97.90 so why was I charged $33.39 over that??
  They refused to bring the price down and wouldn't email me back on the complaint I posted on their website. They had charged $24 for the "free" battery checkup. This occurred May 17, 2023. I posted a 1* rating on ****** and the complaint and the owner response was that they took care of this! They did not, they gave me nothing!

  

  Business Response

  Date: 08/10/2023

  When
  the customer was onsite, one of the Service Managers, ******* ******, spoke
  with her regarding her concerns. He explained at that time that in normal
  situations we have a complimentary handheld battery test as indicated by the
  coupon. The disclaimer on the coupon reads “Visually inspect and test battery using tester.
  Hybrid battery test excluded. See Service Advisor for details. Offer valid with
  coupon. Expires 12/31/23.” The battery on the customer's vehicle is located under a seat and requires more
  time to access and test and is the reason a charge was applied for that
  service. After she had left the dealership, the customer filled out a 1 star
  ****** review alleging that we would not discuss the charge with her. We had a
  second manager, ***** ********, reach out to discuss the customer’s concerns
  and review the charges. The customer asked for a synthetic blend to be
  used for the oil change, but due to an error, the oil change was completed with
  a full synthetic oil. Due to the error with the oil and the misunderstanding on
  the battery charge, ***** sent the customer a voucher for a free oil change. We
  consider this complaint closed.

  Customer Answer

  Date: 08/10/2023

  The response by the business regarding this complaint is all incorrect.1. There was NO COUPON  required for the free battery check. As I stated and sent them the link from their own website stating, Battery Checkups are free and it stated NO particulars of which are and which aren't. The vehicle I brought in is NOT HYBRID and before the testing, I was told nothing about getting charged for a test because the battery was under the seat instead of under the hood. Of course if they were going to charge me for something that's supposed to be free, they must state so before doing it and ask the customer if they still want it done. The answer would have been NO! Batteries Plus would do it for free! 2. The guy ***** called after I gave them the 1* review and offered me a free oil change, I said no, I wanted my overcharged amount refunded back on my credit card. The vehicle won't need another oil change for a year and I don't trust that anything there would be free....as they say so online, then make up an excuse to charge you. The guy said he'd call me back the next day to let me know if I could get a refund, but he didn't. I waited several days then called him back, no answer, I left a message, no return call. I called again in a week, still no answer and I left another message, no call back. I tried emailing their complaint dept. email address given online and it goes to Shelor Chevrolet, not the "Express Lane" service, so again, no response. So no, I received NOTHING back regarding that charge for "free service" and overcharge on an incorrect oil change, in spite of the fact it took 4 HOURS to get my van back. 
  Regards,
  
  ********* ******

  

  Business Response

  Date: 08/24/2023

  ***** *****, one of the
  Service Managers, spoke with this customer at greater length and covered the
  following:The
  coupon for the free battery check may be found on our website at:
  ******************************************************************both locations have a disclaimer.
  The customer is referencing a line in the paragraph regarding how to know when
  a battery needs to be replaced, "If you have any concerns, Motor Mile
  Ford offers a complimentary computerized battery test." In this case, the
  battery test was still complimentary even though the customer did not provide
  the coupon as listed in the disclaimer. As we explained on the phone, the labor
  charge was for the work to access the battery to be able to perform the test.After
  reviewing all charges on the customer's repair order with them, our service manager
  refunded $24.We
  consider this matter closed.

  Customer Answer

  Date: 08/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and decided that this resolution is okay.  I waited for the business to perform this action and, it did. The refund for the battery checkup of $24 appeared in my account last night.
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service 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 2023 Toyota Highlander XLE Hybrid from Shelor Toyota on December 10, 2022. At that time, they told me that they did not have the 2nd (spare) key available for the vehicle and that these would be mailed to us soon. Since that time, I've gotten zero correspondence from this dealership or Toyota about this problem. I've reached out to the salesperson at the dealership a couple of times and I received the same canned response that they should go out next month.. which of course they did not. I'm just asking that they deliver this spare key (it has been 7 months) or provide me with a check for the value of the spare key if purchased new.

  

  Business Response

  Date: 07/07/2023

  ***** *****, the Toyota Sales Manager, spoke with the customer this morning regarding is frustrations waiting on his second key. ***** explained that Toyota is maintaining a list of all customers needing their second key as the parts become available, but that Toyota does not share that with the dealership and that is why we had not been communicating with him regarding the key. Per the most recent information available to our sales team, this customer should receive his second key in August, but this estimated delivery is subject to change by the manufacturer. After speaking with the customer, both the dealership and customer have the same understanding of the situation and the customer has ******* contact information to reach out with any other questions or concerns.

  Customer Answer

  Date: 07/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/24/2023

  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.

  *Vehicle is a Kia Rio 2022 purchased new on May 2022
  *Amount paid was slightly over $21,000. Paid in full at point of sale.
  *The business committed to provide a sustainable vehicle.
  *The business has attempted to resolve my problem but is now refusing, with knowledge that the defect is covered under my warranty
  *All account information is attached in the documents below
  
  I purchased my Kia from Shelor Motor Mile on May 2022. After purchasing the vehicle, the sales manager observed my car malfunctioning yet dismissed my concerns and let me leave the dealership knowing that the car wasn’t functioning properly.
  
  The first time I brought my car into the service center to address my audio/radio display screen unit defect was in early April 2023. It was kept for a day to run tests and diagnoses. The next day when I went to get my car, the Service Center Advisor **** *****, told me that they couldn’t figure out what was causing the issue and advised me to “wait for the issue to get worse, then bring your vehicle in so that we have a better chance at having the issue replicate”
  
  After several phone calls between the dealership and the manufacturer, the dealership reached out to me and agreed to purchase the replacement part.
  
  A week later, I was still experiencing the same issues as before. I reached back out to the service center to bring my vehicle back in so that they could run more tests. The day after dropping my car at the dealership, **** ***** called me to inform me that the service center ran all of the tests they can, they don’t know what’s causing the malfunction, and stated that they were no longer able to assist me.
  
  I argued that this is a manufacture defect that needs to be resolved while my warranty is still active, but they refused.
  
  After asking repeatedly for the manager’s name and contact , they not only refused that information but also hung up on me and refused to return my phone calls.
  
  They are currently breaching my warranty/contract

  

  Business Response

  Date: 05/24/2023

  On the first visit to our
  service department, the customer asked to speak with a manager. At that time,
  the service lane manager for Kia was not available, so the general manager over
  all service lanes, *****, spoke with the customer. As the screenshots provided
  by the customer show, our Service Manager ***** has been in contact with the
  customer several times.The technicians were unable
  to duplicate the issue reported when it was first brought in for the issue at
  the beginning of April. We replaced the radio May 12th when we were able to
  duplicate the concern. On her return visit on the 22nd, the customer
  informed us that the cruise control is not functioning correctly and has stopped
  working four to five times since she bought it. After multiple attempts to duplicate
  the two concerns, everything is functioning as intended by the manufacturer.
  After relaying the information to the customer, the service department was told
  the concerns present on her 40 minute commute. After obtaining customer’s
  approval, we had a Kia Certified Technician drive the vehicle overnight 45
  minutes each way. All items functioned as intended during both test drives.When the customer came in to
  get her vehicle the lane manager offered to ride with her so the customer could
  help demonstrate the issues, but the customer refused. We have suggested taking
  the vehicle to another Kia service facility for a second opinion or further
  diagnostics. At this time, we are unable to duplicate the customer’s concerns
  and Kia will not authorize additional repairs that cannot be found.

• Initial Complaint

  Date:03/27/2023

  Type:Product 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 bought the 2015 Dodge Ram 1500 in October of 2021. Few weeks after purchasing my temperature gauge was fluctuating but never crossed completely over halfway mark. as well as the blender fan on the a/c had broken. They brought the truck in and fixed the a/c and I was told they ran an inspection throughout the cooling system and was informed everything was operating normally and no issues were found at all. Noted the thermostat has fluctuated since being inspected I was just told "it was normal". Fast forward to present March of 2023 I was out of town for my birthday my truck temperature shot all the way over to hot as I was just idling in a drive through. I continued to drop my truck off at the nearest mechanic shop where I was informed either the previous owner or dealership had run copper stop leak through my cooling system trying to fill a crack in the radiator. Therefore, I was highly aggravated after Shelor Motor Mile was to have supposedly inspected my entire cooling system and found no faults. The damages found at the ********* Auto Shop are replacing the radiator, thermostat and possibly water pump with a bill of estimated $1,200. Further inspection of possible engine damage due to the stop leak that was ran through my system, the extended warranty I had purchased for $2,000 could be voided. My main complaint is to ask if a simple crack in the radiator and the stop leak substance was in the truck at purchase and at inspection from the dealer why wasn't it found at the time an inspection on the cooling system when brought back in October of 2021. Of course, when asked they have no idea what I am talking about. I completely understand I have owned the truck for over a year and have drove it many miles since in which the problem could have happened at any time since. Why wasn't it found when they did a full inspection of the system at a few weeks after purchase. Thankyou.

  

  Business Response

  Date: 03/29/2023

  One of our Service Managers,
  *****, called and spoke with the customer. As the statement said, this customer
  purchased their vehicle in October of 2021, but we have not seen the vehicle since
  selling it nor do we have any service records for it. When we spoke with the customer,
  they said they had no problems with the vehicle until recently. Per the
  customer, the problem has already been repaired, but they have no pictures or
  invoice of the completed repairs. At this time we cannot provide any assistance
  in this matter.

  Customer Answer

  Date: 03/29/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  ******** **********
  
  I did indeed bring the vehicle back few weeks after purchase for a promised inspection of the cooling system. I was told there was one done but in recent phone calls I was told it was only test driven. I was told by their service department there was no problems. I drive the truck off the lot day one of purchase unaware my power train warranty was voided because of the issue that has now arose from the stop leak being ran through it. That is my main concern. Further more the time from purchase I returned the vehicle twice once for the inspection of cooling system once for the ac unit. Nothing was informed to me about any problem but they also didn’t inspect it as I was told from the beginning. My main concern is a voided warranty I paid out of pocket for.

  

  Business Response

  Date: 04/12/2023

  The extended service contract purchased by the customer is a named item coverage policy. The customer's policy is powertrain only and limited to vehicle parts and other items as listed in the policy. In particular, radiators are not a covered item. We do not know who told the customer the service contract was voided as it has not been. The service contract is still in effect according to the provisions setup at time of purchase (4 years from date of purchase 9/9/2021 or 48,000 miles from inception mileage of 87,712).

  Customer Answer

  Date: 04/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** **********

• Initial Complaint

  Date:02/14/2023

  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.

  Shelor told me that I needed new rear brakes and rotors on or about 01.25.23, which they said would cost $436 including taxes. I drove the car home, which is within two or three miles or less, of the service center. I didn't drive my car for a week or more. When I did drive it, I noticed that the rear brakes were squealing. I disregarded out the first time, but a week later when I drove my car again, I noticed it again. I took my car back to Shelor yesterday. The service personnel told me that my rear rotors had gone bad and that I needed new rotors and began to quote a price. I stopped them and told them that they had just charged me for new rotors. The representative told me that the would put new rotors on now, side-stepping that they had defrauded me the first time, causing me two visits. When I took my car in last night, they also told me it would be $130 to update the software. When I talked to them today, they told me that the $130 however this was per hour but the update was a big one which would take two hours. Two hours of labor are not required even if the update is running for two hours, which I don't believe. The labor will be checking it for about fifteen to thirty minutes. The issue with the brake rotors was outright fraud.

  

  Business Response

  Date: 02/17/2023

  We
  replaced this customers rotors on 7/23/22, she came back because her
  brakes were making noise, then came back Tuesday
  RO#******(Toyota) for same concern and said that we never replaced them because
  they were still making noise. She said they shouldn’t go bad that fast. When
  she came in 2/15/23 she wanted to see the old rotors. The service manager showed them to
  her in the parts department labeled her name, ready to go back for parts
  warranty. Per service manager, the customer is now fine, thanked him and apologized for the google
  reviews and the BBB complaint. If the customer has any concerns, we are happy to speak with her again.

  Customer Answer

  Date: 02/21/2023

  This is 100% resolved. The person who communicated to me that the rotors were bad after they had been replaced, was likely incorrect when she said what were the new rotors supposedly replaced the first time, were burnt. Either way, Shelor has gone above and beyond to try to resolve this and I do have the be rotors now. They apologized for the miscommunication that led me to believe they hadn't been replaced the first time as well as have be a partial refund in the service as a whole.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:11/19/2022

  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 bought this suv 5/2021 I have called since then letting them know the back of my suv sways side to side an it tryst to throw me out of the rd. U can't drive this suv on wet rd or you will wreck. I have literally complained since day one and no one has offered to fix it.. I don't see pitting 30,000$ into a ride I can't hardly drive an its a 2015 Ford escape se

  

  Business Response

  Date: 11/29/2022

  We have been unable to find record of this vehicle being in our shop since it was purchased in May 2021.  We do have a record of an inquiry to trade it from September of this year, but it appears we didn't have a lender willing to work with this purchase at that time.  We would be willing to pay for 1 hour of diagnostics on the 2015 Escape, VIN ending in ********.  One of our Service Managers, *****, will be reaching out to the customer shortly to schedule the diagnostics. Complaints ******** and ******** are both from the same customer with the same concern, we will duplicate this response there as well.

  Customer Answer

  Date: 12/04/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I live 2 1/2 hours away from this place and I have minor children in school an also a 2 year old I wouldn’t mind to have it checked out if they can find somewhere local. I also have made this complaint since the day I bought the suv. My salesman has heard from me multiple times and also they never asked me to bring it in to the shop I was always pushed to the side
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 12/08/2022

  We have made multiple attempts to contact this customer.  Initially we were able to speak with her regarding her concerns.  Our Service Manager, *****, explained we are willing to cover 1 hour of diagnostics.  The customer set an appointment to have her vehicle looked at, but ultimately called back and said it was too far to come.  ***** then offered to tow the vehicle to us for the hour of diagnostics, which the customer declined and told us she was going to discuss the matter with family and call us back.  We have not received a call back but have made multiple attempts to follow up after that conversation.  After receiving the update from the BBB on 12/8, we attempted to call the provided number but the call is immediately refused without ringing.  We are still willing to help this customer, we will wait for her call.  The best contact information is to call ###-###-#### and speak with ***** *****, our Service Manager.

  Customer Answer

  Date: 12/09/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I explained to them u had death in my family an ID talk to my son an see if we can take it out there.. I'll contact shelor an schedule a date for them to look at it.. which will be Monday when I call 
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 12/15/2022

  We look forward to hearing back from the customer on Monday.

• Initial Complaint

  Date:09/22/2022

  Type:Product 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 bought my car in October of 2021, I haven’t even had it a year. Within the past 11 months, I had to have the water pump replaced (4 months after purchasing), and now it needs a lot more work done but when I asked how much it would cost to fix it, I wasn’t given an estimate. One of my tires were replaced when I took it in for an inspection, and the new tire (doesn’t match my other 3 tires) is one of the reasons why they failed it for my inspection. Another tire has been cut. I’ve tried looking in into trading it in but was told they did all they could and I’m stuck with a rejected car, who knows how expensive repairs, and no hope of getting a new one or help in the process. Now I have to walk 4 miles to work and 4 miles home each day. I’ve made numerous attempts to get this resolved and all I’m told is here’s a number you can call, but I end up right where I started. They are very unprofessional, rude, and are messing with personal property they do not own.

  

  Business Response

  Date: 09/23/2022

    The customer had the vehicle in for service and it did not pass inspection.  The customer refused to wait for the estimate and said he did not have funds to repair the vehicle.  The customer attempted to trade the vehicle.  We were unable to obtain an approval within the payment range requested by the customer.  It was suggested that the customer go back to service to get the estimate.  Estimate was given today, 9/23/22 and the customer has authorized the repairs. We consider this issue resolved.

  Customer Answer

  Date: 09/27/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********