ComplaintsforJim Shorkey Auto Group

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership failed to honor a warranty, and they are not responding to calls or e-mails. I contacted the dealership in January of 2022 after discovering an oil leak late in 2021. They vowed to work with me to resolve the problem since the vehicle was still under warranty. They asked me to take it to a local dealer for an estimate since I live over 60 miles away from the dealership. The local dealer does not repair bmw model vehicles but did inform me that the leak was from the oil pan, likely a $1,000 repair. I related this info to the dealership and have been getting for lack of a better term “the run around” ever since. I simply want them to honor the warranty and repair the vehicle. I can provide the warranty documentation via e-mail upon request. Thanks!

  Business response

  03/17/2022

  
  We never did receive the requested written estimate from the customer confirming the source of the oil leak from his local dealer. Our 3 month/3,000 warranty limited powertrain warranty was issued to this customer at delivery. We still don’t know if this will be a covered repair under the warranty guidelines but have asked the customer to use our service department for the repair and intend to make the honor at no charge to the customer.
  
  We have also offered to loan him a service loaner vehicle while the repair is being made.

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was starting the process of trading in my lease and purchasing a new vehicle around 2/16/2022. Had a friend from another dealership pull some information for me to see where I would be payment wise. Once the request was made for the lease buyout, Jim Shorky began contacting, as that is who is previously leased my vehicle through. I spoke with a gentleman and allowed them the opportunity to run some numbers for me as well. I was called in to work and the gentleman (and other people) continued to texted me even though I stated I needed to still talk with my wife. I ended up going with another truck from a different dealership. I texted back the gentleman and informed him of this and was told he was out (even though he had texted 30 minutes before that). After that…I continued to get emails (on my work email) and text messages. I want my contact information removed and to no longer be contacted.

  Business response

  03/14/2022

  *****
  
  Thank you for reaching out to us.  We will have your contact info removed.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Jim Shorkey Kia wexford on 2.2.22 to see if my car was safe to drive. They could not advise me, so I made an appt at 11:00 the next day. The car was towed using Kia roadside assistance to the dealer on 2.2. - It was my radiator and a part needed to be ordered. -They had my car for a week, I picked it up 2.9. - Upon leaving work on Thursday 2/10 I noticed that the front grill imbedded in the fender was different. - I texted and sent pictures of my car to the service manager along with what should be on my car based on the VIN number - I took it in on Friday Feb 18th for him to look at and asked to have the original part put back on my car. - I left under the agreement that they were ordering a new part. After they insisted that I provide pictures of my car. Mind you I have no pictures of my car for the week they had it in their possession. - When I texted to follow up a week later, the Service Manager asked for pictures again in order to order the part which is not how we left it that Friday. The part should have been ordered. - I told him that I had consulted with a reputable auto body shop and they confirmed that it was not the right part based on the fact that my fender is a 2 part fender and the part on my car is for a one part fender. They had also verified that based on the VIN it was not the correct part. The manger put me on Hold and never returned. - I requested to see the video tape of the duration my car was with them and a copy of what had been submitted to the warranty company. I never received a response. - I filed a complaint with Kia on 2/24 and have yet to hear anything from the dealer. -The part is not broken it is simply not what should be on my car. I just want an exchange to have the correct part put back on my car.

  Business response

  03/08/2022

  To Whom it may concern,
  

  ****** ***** vehicle was towed to the shop. The vehicle was checked over for the concern for a coolant leak. We found the leak in the radiator and order the radiator. The vehicle was then pulled outside and parked till the parts came in for the vehicle.
  
  When the parts came in the vehicle was pulled into the shop for the vehicle to be repaired by the technician. The repair was performed and the coolant system was check over for leaks. Vehicle was operating as designed.
  
  There was at no point where the dealer swapped her lower grill when the vehicle was here. The dealer did asked for proof that the grill was not the same. We never received any proof.
  
  As stated by ****** **** the grill on the lower front cover is not broken and we did not swap this grill on her vehicle, it was the one that it came in with when the vehicle was towed to the shop.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 BMW X1 truck from Jim Shorkey August 18,2021. I also purchased a $3800 service contract that was supposed to have a $250 deductible. Last month I got a notification that I would need a oil change soon and my right turn signal bulb had a malfunction. I reached out to Jim Shorkey to inquire about my service contract I purchased. They said to bring the truck to them. I went there and told them I was ok with them doing the turn signal but I wanted to take my truck to the bmw dealer for an oil change. Sabrina the financial manager said the process was for me to bring my truck to them and they take it to bmw. I’m like I don’t need a middle man I can take my truck to bmw myself. She told me that’s not how it worked if there’s a Jim Shorkey within 40 miles I’m supposed to take it to them. Mind you they are not a bmw dealer so I tell her can she cut me a check because I can get a service plan wit the bmw dealer for $3845 with a $100 deductible and that I’d rather deal with them. She had Hannah check my mileage and see how much money they could give me. I said but I never used the contract so please just cut me a check. She had me wait then she said she got my contract switched to bmw which was a lie. Long story short I took my truck for oil change and tires and turn signal which would cost me $650 and I was ok with that. Well bmw found a leak in my thermostat and said I needed a water pump so I’m like ok figuring I’d pay an additional $250 for my deductible. Well bmw sent the warranty a bill of $3668 and they agreed to pay $1358 and me to pay $2300 plus my original $650. Bmw charges $220 hr for service. They said the most they could pay was $154 hr. Bmw said $346 for the part and they said they’ll pay $136. They picked and chose what they would cover when they’re supposed to cover everything. Now the managers won’t take my calls and sending me in circles. I can’t get in touch with corporate. If Sabrina would’ve cut my check I would have bmw coverage. HELP!

  Business response

  02/23/2022

  Customer's service contract has a tie back to Jim Shorkey dealerships within 40 miles.  This tie back was released to A&L BMW for repairs.  Repairs were approved for parts and labor for 9.5 hours based on Alldata.  However, A&L is attempting to charge 20 hours of labor. 

• Initial Complaint

  02/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a threatening harassing call from a manager at Jim shorkey named Diana t********* She actually called my job harassing my Job looking for me. No even 30 days past due bill. Suggesting I borrow money from someone & come into her office that very day to make a payment or else.. After me speaking to a member from her office the day before & established I would come in following week. Diana said she doesn't care who I spoke with. I never hired her as my financial advisor ever. Why did she call my job??? Trying to get a black man fired. Diana said someone TOLD her I changed my phone number. However she is telling me I changed my cell phone. While calling me at phone number she said I changed. And keeps calling me & sending Email. All because she told me to lie to bank if they ask me if I maid full payments say yes

  Business response

  02/16/2022

  Dear Consumer,
  
  After review of your complaint with the BBB I held a meeting with all employees involved with your purchase.  On February 1st you purchased a 2017 Ford Escape from our dealership in Austintown, Ohio.  At the time of purchased there were 3 items that you owed us as part of that deal; $1000, a 2008 Chevy Impala with VIN ending in: ********* and a clear title for that vehicle.  You had told members of my team that the Impala and the clear title would be given to us the next day, 2/2/2022, and the $1000 we would have on 2/15/2022.
  
  As of today 2/16/2022 you have failed to provide us with the 2008 Chevy Impala, the clear title, and $500 of the $1000 owed.  When a customer misrepresents their commitment to us as a dealership we take that very seriously.  As of right now you have not satisfied the agreement you made with us and need to rectify the situation with us as a dealership.  Until those items are satisfied we will continue to contact you by all means that we have available.  If this issues continues we as a dealership will seek legal action, if necessary, to get them resolved.
  
  Please contact me directly to satisfy these items immediately.  Justin B******* General Manager, ************* ****************************Tell us why here...

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter in the mail about a knock sensor detection system that detects vibrations indicating the onset of excessive connecting rod bearing wear in the engine, and so everyone is to bring in their kia soul for the software update to the ECU in my vehicle, and with this they also extended the warranty coverage for the engine long block engine issue to 150,000 miles. Well, I misplaced the letter but I knew I needed to take it in and when I did they did the software update but when I asked them about the extended warranty for my engine problem and I said that my car has been having these issues for a while and I even had it in about a year ago for this issue, Mark the service manager and Sam told me they did not know what I was talking about. They didn't know anything about the extended warranty and it had nothing to do with the software update, and without the letter I had no proof with me. A short time later my car was really bad and I made an appointment with the local auto shop, but then I found the letter and so I knew now I had the proof and I called the kia corporate office and spoke with a Regina and she looked up my information and she said if it is the long block that they would honor the warranty since I just had it in for this in September approxm. 149,000 miles when they updated my software and since she saw I had it in before even this for this issue. I called and spoke to Mark the service manager and I told him I spoke with corporate and what they said and at first he said my car has never been there before but he said he finally found it in the system and said to bring it in and they would look at it. They had it for approximately 1 month and I called to find out what was going on and I spoke with, I believe, Alan and he said that they ordered the motor but it hadn't come in yet. I called corporate a month later no return calls and now I'm told that they never ordered the motor and I'm responsible miles now approx. 151,000.

  Business response

  01/27/2022

  Marks M****** the service manager spoke to Kia consumer affairs, they did not tell the customer they would cover her engine which is out of warranty extension. Mark spoke to the DPSM about any possible good will for the customer. The Kia DPSM has offered the customer $1000 in good will assistance to replace her engine. Mark quoted her a discounted repair of $3464.25 plus tax. Her vehicle has been here since 11/23/2021 we made multiple attempts to contact her however her contact number was changed so we could not reach her. Her issue is 100% with Kia because it is a warranty issue not a repair issue. 

  Customer response

  01/27/2022

  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,
  
  ***** ****

   

  I am responding to the Jim Shorkey Kia's response.  They stated that they never agreed to repair my vehicle; however, like I stated in my complaint I spoke with a Regina from their corporate office and she looked up my service that I have had done at Jim Shorkey and I told her that Mark and Sam denied that there was an extended warranty for the engine issue, and she saw when I had it in and she told me if my problem is the engine that they would honor the warranty.  I called and spoke to Mark and at first he said my car was never there and I gave him my old number and new number and he said no, it's not here and I said well corporate found it immediately, and then he said he found it under my name in the system.  I told him what Regina said and he said to bring it in.  I called a month later because I never received a phone call and I believe I spoke with an Alan and he said that the ordered the engine but it hadn't come in yet, and I made sure they had my correct phone number every time I called them and he assured me that they did.  Another month goes by still no phone calls and they will not return my phone calls or my husband's phone calls.  I even tried to get them to respond by texting the service department because that is another communication option the dealership has.  No one returned a phone call until I made another call into corporate and then surprisingly they had my phone number because Sam called and left me a message stating that they were not going to honor my warranty.  So, I guess when I spoke to Alan they must have been lying to me and never ordered the engine.  

  Business response

  01/31/2022

  The customer complaint lies with Kia Motors not Jim Shorkey Uniontown Kia. Here is the email from Kia Consumer Affairs to the DPSM. Their email clearly states the car is out of warranty. We would be happy replace the customers engine if Kia Warranty was paying however they are not. We do not not have or ever had anyone named Alan ( or close to Alan ) working here so I’m not sure who told her an engine was on order. We also would not have ordered an engine without authorization from Kia Motors or up front payment from the customer.

• Initial Complaint

  01/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was trading Ram1500 for Kia sportage, dealer low balled appraisal because his normal appraiser was off. Dealer sent me to their Ram dealer for better appraisal, where we agreed in price! after returning to kia, with ram salesman to buy the car, kia finance manager refused to give me the tax credit for my trade, stating the Ram dealer is another business! Lost $1890 credit, due to their business practices

  Business response

  01/24/2022

  ** ******* came into the store shopping for a 2022 Kia Sportage.  John O***** walked him around the lot and showroom showing vehicles.  Due to the World Wide car shortage we have Addendums on all new vehicles.  $1000 market adjustment and $1,495 Lux Care protection.  It is clearly stated on the vehicle.  ** ******* acknowledged multiple times that he saw the market up and understood due the market values.  The salesperson and the manager explain many times to him due high demand and low supply we were adding these to all new vehicles.  ** ******* knew it was there and signed 5 documents acknowledging and accepting the charges.  We have a team who is trained to apply Lux Care and we have it print on the We Owe form for documentation and customer acknowledgment.  Our management team offered to have it applied a second time due to ** ******* concerns of it maybe not being applied the first time.  As far as ** ******* concerns on his trade in, we appraised at the Kia store what we currently felt like the truck was worth.  An appraisal of a vehicle is merely someone's opinion.  If you have 10 professional appraiser's appraise 1 truck mostly likely you will have 10 different answers.  The used car market is fluctuating up and down all the time due to the car shortage.  However we felt like our Ram truck dealership would be able to pay more for the Ram truck due to them selling that brand which is why we suggested him have it appraised by someone else up at the Ram dealership which they gave him $2,000 more than what we felt at the Kia dealership.  ** ******* knew that he would not get tax credit because we explained that by trading it for $25,000 at the Kia store he would actually be saving additional money off his transaction with tax than if we sold it to another dealership or 3rd party.  After many back and fourth negations and explaining all options ** ******* still decided to proceed with the purchase.  We as a dealership were fully transparent through the entire transaction and ** ******* had the choice to purchase or look elsewhere and he chose to finalized the transaction with us.  ** ******* has been a great customer of ours and we tried to make his experience as pleasant as possible.  
  
  
  Adam H******
  General Manager
  Jim Shorkey KIA- North Huntingdon

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1) Amount paid for the extended warranty: $2,712.00. 2)I was sold an extended comprehensive warranty, which entailed any covered repairs through the dealership. 3) A critical repair (Rear axel assembly) was confirmed as being covered under the warranty I paid for by the warranty provider, however the service department refused to conduct the repair citing that they did not have the tools necessary. Why would you even sell me a warranty on a vehicle that you won't even service as per your own regulations? 4) The buisness did absolutely nothing to aid in the repair process, however a mechanic named Don told me that they would release the repair to a Ford dealership so that it would be covered. Long story short, that was a total lie. I ended up having to pay $1,915.58 out of pocket for a critical repair that should have only cost me my deductible of $100 as provided with warranty. 5) I am seeking a full refund of $1,815.58 (minus the $100 that I should have paid) to be made to my bank account, seeing as I was lied to by the dealer that provided me the warranty. 6) The contract number for this warranty is: ********* *) The invoice number for the repair that was done through ford is: **********

  Business response

  01/15/2022

  In response to customer complaint filed with the Better Business Bureau, we offer the following position statement.

  After meeting with Michael S***** and Don B*****, it was checked that the after market warranty claim was approved. The warranty company, Assurent, approved the vehicle to be worked on at another establishment. The case number is ********* 

  Customer response

  01/17/2022

  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,
  ***** ********  That is blatant lie, my warranty case claim number was 28894153. As you can clearly see within that case, the request to transfer was denied by Assurant due to the Dealership not approving the release of repair. Again, I had made dozens of phone calls to no avail trying to get the dealership to just release the repair given the circumstances, and they had excuse after excuse. Allegedly, all of the higher ups that could approve the claim were out with covid? If it is true that my claim was approved, why have I not received a rebate of $1,815.58? I paid $1,915.58 directly out of my own pocket because my case ******** was rejected despite being completely reasonable

  Business response

  01/18/2022

  Case number ******** was never rejected. This case was approved and released to the dealer on 1/7/22, according to the attachments you provided you took this vehicle to the dealer on 1/4/22 before the tieback was released. Please see attachments to see approval from ***** **** at Assurant on 1/7/22 at 1:54 PM EST. You can contact the dealer you visited to verify it was approved. After, we can see if Assurant can pay you directly or if they will have to pay the dealer and the dealer will have to refund you. Hoping to help you resolve this issue as soon as possible. 

  Customer response

  01/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******** * am willing to accept reimbursement from Assurant given the situation, I would just need to know what pertinent information is necessary to do so. If it need be done by the dealer on my behalf, I would appreciate any steps taken to expedite the process of reimbursement via Assurant. Thank you for your time on this matter.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Oct 31st 2021 I purchased a car from Jim Shorkey and bought an extended warranty. Vehicle supposedly had a 172 point inspection. Well on the way home from dealer the low washer fluid light came on. And of course it was on the 172 checkpoint. Not checked apparently. Then the car was vibrating bad. Took it to get looked at and the brakes and rotors was shot. And the oil change was passed due. With their own sticker on the windshield. So I’m an 1:30 mins so they was going to ship parts so I could get it fixed and still haven’t received all the parts. It’s been 2 months. I paid $45k for this car with extended warranty and it means nothing. They ripped me off and lied to me. Syd smith is the guy I was in contact with and now he won’t respond either. I find it ridiculous and this company is directly responsible for fixing my wife’s vehicle.

  Business response

  01/15/2022

  In response to customer complaint filed with the Better Business Bureau, we offer the following position statement.

  
  It appears we sold this customer a certified 2019 Traverse on 10-30-21. The customer lives in ******* *** approx. one hour or more from us.
  
  After the customer got home, they called Syd and complained of a pulsation from the brakes. Brakes are not a covered item for warranty (wear item) We originally agreed to replace the front rotors only, but after a lot of back and forth, we agreed to replace all four rotors and send them to the customers house so they could avoid the long drive to the dealership.  We sent the front rotors and Syd asked parts to send the rears. Syd thought the order was complete. Customer called Syd again and Syd checked with the Parts Manger Ben, who told us that the rears were shipped. This information was not correct and as of this writing the rotors still have not been shipped. I spoke to Ben today and asked him to overnight the rotors on Monday.
  
  The customer should receive the rear rotors on Tuesday. In the meanwhile Syd did try to call the customer to give him an update but the customer’s voicemail was full. Hopefully after the customer received the rear rotors this coming week this issue will be resolved. 

  Customer response

  01/18/2022

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

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 17, 2021, I purchased a vehicle from Jim Shorkey Ford. During the finance portion of the deal, the finance staff member, Daryl, informed me that I would not need to pay taxes to register the vehicle being purchased. He stated that the vehicle I was trading in was worth more than the vehicle I was purchasing and that I would not need to pay the taxes. I believed him but later, after purchasing the vehicle, found this to be untrue. I would like to return the vehicle and pay the difference in the amount owed as it is not possible for me to register the vehicle in my state.

  Business response

  01/17/2022

  The situation has been resolved and corrected.

   

  Alfy A*****
  General Manager
  Jim Shorkey Ford
  ************
  

  
  

  Customer response

  01/17/2022

  [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 1*******, and find that this resolution is satisfactory to me. 
  

  this is a conditional acceptance as I have not yet received the promised $2180 check. 
  
  Regards,
  ******* ******

*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. ↩