Business ProfileforShively Motors, Inc.

First off, I never go online and complain so you know the company pushed it too far. Our 2020 Jeep Wrangler was at Shivelys for over 3 months waiting to be repaired. I dont care if it was Jeep/Dodge/Chrysler that it took so long to get a transmission in. Shivelys has terrible customer service. They never once called us and updated us over the time period. Never once tried to help with a loaner car. Constantly lied about the date it was expected. Do not buy a car from them. ***** and ***** the manager will tell you anything to get you off their back. DO NOT BUY FROM THEM you will regret it.

We understand the customers perspective. It is frustrating waiting for parts. For reasons unknown, the parts supply chain has not completely recovered from the wrath of COVID shutting down supply production. In this case, transmissions are especially difficult. The process is to search for availability. Transmissions are rarely in stock at manufacturer parts distribution centers. So when we look it up they will show availability as >45 days. That means it could be 45 days or it could be 6 months or more. Now if we order and do nothing, eventually we will get an ETA date. However that order when it is placed is at the end of the line. We can expedite that with a special order process that charges us additional money but as in this case for parts that we know are excessively delayed we absorb that cost so the part gets here sooner. The challenge is that under this system we never get an accurate ETA. It just shows up some day. We do inform our customers of these projected delays up front when we place the order. It would be great if we could regularly update customers and we do update if we get a date or once the part arrives. The reality is that at any given time we may have 50 100 customers waiting for parts and time simply does not permit us to provide updates when there has not been a change of status. We actually encourage customers to call periodically if they need updates, that is easier than trying to make dozens of calls, many to customers that arent concerned because they have other transportation. No news means no changes in the status. It is unfortunate but is also the reality of what we deal with. I am not aware of any lies, rather we simply were not able to provide the answers this customer wanted to hear.Service and Parts Director, Shively Motors ****