Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First, I was quoted $2,658.61 over the phone. Two weeks later, when I went to retrieve my car, the final bill was $3,127.98. My partner and I wanted to see all the paperwork and get copies of everything for record keeping. One of service advisors printed off invoices and my partner again ask for copies of everything because there was paperwork on my car that was handwritten, and the service advisor did not want us to have those copies and when we asked again the advisor visibly showed he was irritated and upset and having to go to a copy machine. When he came back, he tossed the paperwork at us and his tone was not polite. We asked for a manager, and one came out. We let him know that we have not been treated with respect and this customer service was not polite and just very disrespectful. We pointed out that the advisor had a smirk on his face. The advisor then said bro Im eating my jerky. I do not understand why I was treated so awful. I honestly feel as an indigenous woman I was treated like I was nothing and everyone gets to treat me like trash and not listen to me no matter how respectful, professional, and polite I am.After looking over the statements I was changed $281.95 for a major tune up that only consisted of spark plugs and air filter. When I called the ************** dealership, they emailed me that a major tune up for $281.95 should have consisted of oil change, tire rotation, fuel system service and air filter. I was charged $281.95 for air filter and spark plugs and another ****** for oil change and tire rotation. This should of been included in the major tune up. Also, in the description of what was done it says all necessary fuels are topped off, and I have no windshield wiper fluid. that to resolve this I would like a check for the difference of what I was quoted and what I paid. I let the Manager know how this can be resolved. He said he would call me the next day 7/12/24. He did not call me that day, and today is 7/17/24 and still no call

  Customer response

  07/23/2024

  Everything has been resolved for complaint 22004903  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/15 and 11/16 I was in contact with **** from ******* motors regarding him looking into a car for me that *** fit my needs and told him i want payments under $400. A month before I did run a credit check on a vehicle i approved but it didnt work as i didnt have a big enough down payment. He said ok and would check around. I did not give the ok to rerun a credit check as I didnt know if there was any vehicles that I liked. He called me back on 11/15 but I missed the call he then left a voicemail stating to call him back. On 11/16 I called him back. He did not recognize me when I called and thought I was a different customer. He then informed me of a vehicle that might work it was a 2019 vw tiguan R line. He then told me my rate and term. I thought that was weird as I didn't give him the okay to run credit but I thought he based it off my last credit app. I declined as the rate was too high and the payments were $600 which was not what I stated I wanted.I then got an email stating a hard inquiry was done. I called him back and asked if he ran a credit check and he said yes. I told him I didn't approve that and all he had to say was sorry about that. I then tried to call the manager above him but got another sales manager who then told me I was confused and then informed me that the car he was trying to sell me wasn't even an R line. I then told him so he ran my credit on a car he didn't know the full details about to which the salesman informed me well he isn't a vw guy. I have still yet to hear back from the manager. This is poor practice, false advertisement, and illegal to run my credit without full disclosure.

  Business response

  11/30/2023

  To whom it may concern,

  I would first like to apologize to ******* and the BBB in the delayed response.  If we can please address further communications to *********************** ************************************************************* as I am in charge of all day to day operations I can get to these quicker.

   

  My VW general manager ************************* reached out to ******* and apologized for the delay and miscommunication regarding her potential car purchase.  We take ************** seriously and only try to achieve the best result for customer.  **** and ********************** value her as a customer and she currently does service with us. As such **** has extended a $150 store credit for future services needed. ******* has both **** and myself as future resources if needed.

  Sincerely,

   

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

  COO

  Sheppard Auto Group

   

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 6,2023 I purchased a **** GMC Envoy from Sheppard Motors, The asking price was $6860.00. After lots of back and forth with *******, the salesman, they offered $1000 off if I bought a warrantee. I did not, but he agreed to $800.00 off. When I met with ******, the finance guy, he had all kinds of papers to sign, **************. so I assumed that $800 was removed. It was not. I put $2000.00 cash down and $3500.00 on my credit card, leaving $2296.80 I would pay 5/9 when I picked up the vehicle. On 5/9 they informed me it was $2796.80 I owed. I thought I may have made a mistake with my math, so I gave them $2500.00 in cash and a check for $296.80 for the balance. When I got home I realized I had over paid $500, I called ******* and ****** and both agreed I had overpaid, but after several calls, no refund for the $500.00

  Business response

  06/28/2023

  Hello,

  ******* and I spoke this evening and her refund check will be in the mail tomorrow.  This should close the case and I sincerely apologized for the delay.

   

  Thanks,

  ***

  Customer response

  07/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/20/22 took jeep to Sheppard to get cowl checked & rear defrost fixed. The cowl not clogged but told was missing air filter wasn't there at all approved to have it replaced. rear defrost they said could fix so approved. got home rear defrost hanging by a piece of tape went back to get a refund. reminded to air up tires. got partial refund for rear defrost and they aired up tires. got in Jeep tires were uneven. The right front was at 30 and the rear left tire was at 30 while other 2 tires were at 35 service manager said my tire censors must need replaced The next day purchased a tire gauge My tire pressure was exactly what tire censors said. tires had been aired up unevenly on opposite sides of vehicle so it would drive w/o dragging Questioned everything. rear defrost hanging by a piece of tape. how would an air filter be missing completely? disputed charges shouldn't get anything done at Sheppard isnt basic maintenance Bought my jeep at Sheppard have had great service, until moving back to Or 12/14 appt to get oil changed routine maintenance *************************** introduced himself told if I ever had probs to contact him 1st next time.started to smell sweet smell after oil change never smelled this before. not driven much since oil change Contacted ***** got me into have it looked at 01/19. didn't find anything Whatever they did made sweet smell reduce, but was still present.Contacted ***** again set up a time to have it looked at 03/08 they found pinhole in radiator. ***** approached w/repair order over $1000. All I could think this is same man who had my tires filled unevenly & told me I needed to have tire censors replaced Sweet smell did not occur till after oil change. Sheppard has track record of creating probs to be fixed I believe Sheppard Motors put a hole in radiator when oil changed Smell did get better after 1st took it to them. Something is not right w/ this situation.emailed ***** about working together to find solution not received a response

  Business response

  03/14/2023

  Hello ******,

   

  ***** let me know he just spoke with you and I will also be involved in helping come to a solution in this issue.  Again we apologize for the delay in emailing you last week. he will be in touch tomorrow.  

   

  Sincereley,

   

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

  GM

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new ******* Elantra last October. MSRP was amount paid.I bought this on a Saturday and returned following Monday because Highway noise negated ability to use cars phone system.Dealership minimized the issue and issue was left up to me to resolve.In efforts to resolve people pointed out body panels dont aligned properly.Again, I return to dealership. Again, the issue was minimized. Service manager told e that the plastic bumper components arent important. The metal parts are what you want to pay attention to.Now Im starting to scrutinize d the car and am finding that several metal body parts dont match!! Again I return to the dealership and was told by sales manager that that hed contact *******. Its been three weeks and nothing. ******* says they havent heard a word from the sales manager.Please note: as this problem evolved, I visited Sheppard Motors, in ****** **, at least a dozen times and in one occasion I was video tapping my car issues when the new service manager came out. During this time he acknowledged the issue and also spoke about how they tried to fix the front end!!! I still have the video!!!I went to ******** dealer a who helped the phone issue after finding the microphones needed replacing. I went to them with the body panel issues as well.I went to the Salem dealership looking for help also.Simply put, Sheppard Motors sold me a new car that appears to have been damaged before I bought and it appears they tried to fix. Above all, they did not disclose.

  Business response

  02/16/2023

  We are actively working with the customer and ******* to find best resolution to this issue.  The vehicle has not been in any accidents and so we are working with ******* to address craftsmanship.  Our service director *************************** is communicating with the customer, sorry for delay in response. Tell us why here...

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went in to Sheppard ************************ Sept 23, 2022 to get a second Key programmed for my **** XC 90. After arriving home, I noticed that the original key would not work to start the car. Coincidence? I think not. Invoice #***** After calling multiple times, I was told someone would get back to me. Finally got through to the service manager ************************* who stated that they were not responsible for disabling the original key.And I felt he was condescending, and apparently rude.Instead of offering a solution, He told me to buy another replacement key and they would program it after I had it cut by a locksmith and charge me again.

  Customer response

  12/14/2022

  RE:  ***************************
  
  Thank you for contacting Better Business Bureau. This message is in regard to your complaint submitted on 11/29/2022 against Sheppard Motors, Ltd.
  
  
  To whom it may concern:  BBB. complaint ID ********
  
  This situation has been resolved satisfactorily as of 12/12/2022.
  
  I now have two keys that work.
  
  *************************** was able to reprogram the key for N/C at the ************* center.
  
  
  
  
  
  
  I am releasing them from the complaint that I have made, and would like the complaint to be closed with a good resolution.
  
  ******************************
  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the mechanic here after buying a car there 2 years ago. I asked for a diagnostic test meaning a full look over to make sure it was in good condition. They looked at my breaks and took it for a ride and then charged me $160. I have put in over $2500 in repairs on this car since purchasing it from them. We brought it in the next day to trade see what it was worth in trade in value. They told us $1000 and there was a air bag light that is a major safety concern that wasnt going off. It had been on since we bought it from them so we did not think anything of it. I called the repair shop and asked for a refund on my diagnostic test since they didnt catch the major safety hazard. The manager said do you drive your car around and dont notice the light is on I asked if he was insulting my intelligence and he said, I mean I dont know, you didnt see the light. Not only is this degrading and happing over and over to me by mechanics-as a woman I am deeply offended and fee discriminated against.

  Business response

  08/19/2022

  To whom it may concern,

   

  Our service manager has reached out to the customers and they are going to bring in the vehicle on Tuesday for us to take a look at the airbag light issue.

   

  Thanks,

   

  ***

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went here by myself in March, 2022 to buy a used car after a traumatic car accident. *******, the salesman I worked with promised me a vehicle that was reliable and safe. I test drove my vehicle twice to make sure it was solid. Within 10 minutes of driving off the lot, the tire pressure light came on (and stayed on, despite putting air in the tires). It also barely had enough gas to get me home. A few weeks in the car began making jerking motions on the highway and having trouble shifting into to gear. I took it to a mechanic and come to find out it had a blown transmission. The mechanic said it looked like Sheppard did something sort of band-aid fix before selling to hide the issue. Thank God it didnt break down while I was in the Highway or I could have been seriously injured or killed. I tried to return the car and trade it for something else. Sheppard motors manager first attempted to gaslight me into thinking I was aware it had transmission issues and bought it anyways, pulling up documents I signed saying it needed a transmission flush in the future, then changed the story and said they had no idea it had issues. They then told me they could give me half of what I bought it for, saying this is an issue I caused in the car. Additionally, I was only able to put this half into another of their vehicles and could not walk away with the (my) cash. They also said the half they would give me to put in to a new vehicle would not count as a down payment and therefore would not lower my monthly payment. I had already spent my life savings and they wanted more money from me to put me in something else. they then told me they would refuse to sell me another used car, and put me in a smaller car that also ended up having issues, and a cleared check engine light. I walked away with no refund and a vehicle that is no longer drivable. Sheppard motors caused me to lose a large sum of my savings and even more in emotional damages.

  Business response

  07/29/2022

  To whom it may concern,
  
  At Sheppard Motors we offer a variety of pre-owned vehicles for sale.  Some are certified by the manufacturer, some have limited warranties and we also sell a section of as is cars.  This 2010 Santa Fe was one of the AS Is vehicles.  They go through only a limited safety inspection and we disclose this to the customer.  This vehicle was also taken to a mechanic prior to purchase which we strongly encourage.  While we hope every car gives the best experience possible when someone buys one an as is car has very clear expectations.  The customer understands and signs multiple documents taking all responsibility for future repairs that occur at any time after purchase.
  
  Sincerely,
  
  
  ***********************
  General Manager
  Sheppard Motors
  ************

*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. ↩