ComplaintsforPer4mance Service Center, Inc

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6,2022 I went to Performance Auto in Jessup, Md for a complaint of no air conditioning in my car. The company charged me $89.95 diagnostic fee and advised me in writing that the problem was low on refrigerant due to the compressor leaking; needing replacement. On June 10, 2022 I returned and authorized the repairs on my car and upon completion of the work, went home to find the repairs not fixing the problem. I subsequently called Performance back and told them that it is not fixed and arranged to come back on June 13th and waited approximately two hours for them to fix it. When I got the car back and drove home, it was evident that the unit was still not blowing cold air and called them back and brought my car back in on June 16th and again on June 30th. Spending all total about 8 hours of my time waiting for PROPER repairs to be made. Never being told what was wrong at any time no given a receipt for what repairs were made. Finally, I sent an email on July 2nd to my contact Rachel and followed up Tuesday July 5th with a phone call where I talked to Rachel and told her that I want my money back and I don't have confidence in her shop. She promised to call me back but like every other time, I have yet to receive a phone call. In summation, I want a full refund of the $476.33 I have paid for this phantom air conditioning repair so I can get it fixed properly. **************

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/14) */ Mr. ***** has a 19 year old car. We replaced the compressor. The car's air conditioning system DOES work as Mr. ***** acknowledges that the car does cool. On a 95 degree day, the car is not going to get to 60-65 degrees on a 19 year old car. We have tested the system and it is operating properly. The only way to get that car cooler is to replace the entire air conditioning system to include condensor, the A/C lines, and likely the radiator. We have tried to explain this to Mr. ***** over and over again and he just doens't accept our answer. WE emailed him his receipt and would be happy to provide him with another one. Again, the car came in blowing hot air. It does blow cold air now, just not to Mr. *****'s satisfaction. Consumer Response /* (3000, 7, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothihg was ever given to me about the specified reastons why the car was not cold; no ticket on the dates I brought it in after the work and nothing explained only when I asked the last visit, the man said something about an orifice. No follow up tickets provided for any subsequent service with a diagnostic or anything. This is not sufficient. Why was this not told to me BEFORE I authorized the work to me done and why was not I told this before ONE of the three follow up trips I made to the shop Business Response /* (4000, 10, 2022/07/18) */ Mr. *****'s response is just not correct. He WAS given an estimate. In fact, we allowed him to pay us late as he said that he didn't have the money at that time. We emailed him an invoice when repairs were completed and we emailed him another invoice after we received this complaint. Again, his car came in blowing nothing but hot air. The car IS cooling down now, just not to his satisfaction. Again this is a very old car and the repair that we did made measurable improvements to his car.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had issues with this vehicle since I purchased it. I was without the vehicle for about a month because the dealership was supposed to make repairs but come to find out the repairs were not completed correctly. They said they replaced the air filters and did not and I had to take the truck to a shop because the Schedule B service light came on, this service was supposed to be completed when I purchased it, so why would it come on two months after I get the car back from the dealership. The oil wasn't changed at the dealership either. Then after that the low coolant message kept coming on even after I put coolant in the truck. I expressed this to the dealership and they were supposed to take care of it. There was a horrible smell inside the truck like something was burning, I told the dealership about that and they were supposed to take care of it and didn't. The heat was still not working properly even after I got the truck back. They kept my truck for about a month to take care of everything I mentioned but obviously didn't. The truck started making a buzzing sound and was smoking so I took it to the repair shop and they found and fixed the issue. I shouldn't have to spend about a $1,000 on my truck after getting it back from the dealership who claimed they took care of the repair. Every time the claimed they did the repairs and gave me my truck back after keeping it for a month the issue was still there, so this time I took it to another repair shop to perform the repair. I have uploaded the two invoices to show what the repairs were and how much I had to pay. I want to be reimbursed the money I had to spend on repairs. I also have text messages showing that I informed the dealership of the issues.

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/26) */ Ms. ******* purchased this vehicle on 11-16-21. The vehicle had 78,650 miles on it. The vehicle now has 89,840 miles on. Every manufacturer recommends oil and filter change every 8-10,000 miles. Please see attached that we did an oil and filter change when we performed a Maryland State Inspection. As for the heat problem, please see attached invoice where we spent over $2400 to fix the heat issue, including sending the car to a Mercedes Benz dealership for evaluation and repair. This was a used vehicle that has over 11,000 miles put on since purchase. Hoses are not covered by any warranty and her heat was working when she got the car back. Consumer Response /* (3000, 7, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The invoices they provided are not correct and are probably made up. The dates are incorrect and the miles are incorrect. When I purchased this car it had 78,650 miles on it. I didn't have a chance to drive the vehicle because it was in the shop. Also they got a toll ticket on my vehicle while it was in the shop that I had to pay. It was only $1.86 so I didn't bother to reach out. They picked my car up on 12/23/21 and I didn't get it back until about January 11, 2022. This company is lying and they are not trustworthy. They should've repaired what was needed and they should be responsible and it shouldn't matter if it is a used vehicle. Business Response /* (4000, 9, 2022/04/27) */ I am sorry that Ms. ******* feels this way. I have been in this business for 40 years and have an impeccable reputation. As a matter of fact, Ms. ******* purchased a car prior to this car. It had problems so we took her out of that car and found her this car. The invoices that I presented are real and accurate. I can't make them up or create fake dates, etc. The car was due for an oil change since we performed ours at 77,352 miles. We have done more than required for this customer and I feel strongly that she is due nothing from us. I am happy to discuss with someone at BBB if you would like. This car now has 89,000 plus miles on it and it had 81,776 when she picked it up in January. Consumer Response /* (4200, 11, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree they took back the first car as they should have because it had a major issue that they couldn't fix but that doesn't mean it's ok to give me another car with issues and think it's okay. It appears their stance is we did her a favor the first time but we're not doing anything this time. Why would a customer have to pay $1,000 for repairs within 2-3 months of receiving their car back from being repaired. I don't care how long he's been in business because time does not make you morally responsible. I've had the car repaired by a reputable repair facility and I'm not going to keep going back and forth. I want my complaint logged and I will be submitting another review regarding this business and their practice because the public should know. If you buy cars from them you're buying them from an auction simple as that. They purchase cars at auctions and do a simple oil change and then resell them to unsuspecting customers. BUYERS BEWARE!

• Initial Complaint

  11/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10-15-21 I purchased a car for $27,000. The day the car was delivered to me the engine light came on and the car was not functioning properly. I called and emailed Arnold about the issue and he told me to bring the car back for repair. I had the car towed to the dealership on 10-18-21. I didn't hear anything for 2 days so I called and spoke to Gary who said the car was taken to a mercedes dealership because they couldn't fix the issue. Called the next day then Arnold said they were still diagnosing the issue. I asked him what dealership did they take it to and Arnold said "it's not at a dealership but at someone named Danny shop bendy he is an expert with fixing mercedes." Two weeks go by and still no car and still getting the run around. Finally, after I sent Arnold a text expressing my displeasure he tells me the car is ready and I can come pick it up. I go to Jessup on 10-29-21 to pick my car up. I was not given any repair paperwork or parts to prove that a repair was made. On my way home, the engine light comes on again and the car starts to lose acceleration and drive rough. I called Arnold immediately. He tells me to tighten the gas cap and keep driving. The car was malfunctioning and the engine light began to blink. Arnold had a tow company come and pick the car up on 11-1-21 and tow it to a mercedes dealership in silver spring. I waited until Wednesday to call about my car trying to give them time to access it. When I called on Wednesday the advisor said the car was there but he didn't have any information on it because Arnold didn't contact them to let them know what was going on with the car. I told him what was going on with the car and he said he would look into it. Here it is 3 weeks later and I don't have a car no information, a car not for in two weeks for a car that i haven't had the pleasure to use. Per4mance is a dishonesty company. I want my car fixed, reimbursement for the tow I paid for and the car now paid for the time they've had the car.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/08) */ Ms. ******* is correct in what she has communicated to you. We sent her vehicle first to a Mercedes Benz specialist who attempted to fix her car. He was unsuccessful so we sent her car to ****************************** last week. We are in constant contact with the dealer and Ms. *******. We will reimburse her $60 tow bill and we are doing everything we can to get her car fixed. We are hopeful that it will be resolved this week. As for making a car payment for her, I will give that consideration. We did offer her a loaner car but she refused. Thanks. Tommy G***** Consumer Response /* (3000, 7, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, I was offered a loaner car after I complained about being without a car the first time. I did not get the car because I had no way to go and get it. This time while my car is in the shop I wasn't offered anything. It will be fair for them to pay the car note for this car while it's not in my possession because why should I pay for something I don't have. Also, they are not in communication with me. I've had to call and text them constantly and I only received a call yesterday evening because they received my complaint to you. None of this is my fault and they were deceptive and dishonest. They had my car for two weeks and nothing was repaired and I was inconvenienced. I've attached screenshots of my text between Arnold and I. They were not proactively communicating with me. As I stated, it is fair to reimburse my towing cost as well as reimbursing my car payments until I receive a fully repaired and operable vehicle. Business Response /* (4000, 9, 2021/11/09) */ While I certainly appreciate Ms. *******s views, I completely disagree with her assertion that we have been dishonest. On the contrary, we have been transparent from the beginning. I know for a fact that Ms. ******* has been in constant contact with Arnold Brown in my office. This is NOT her fault and I never said that it was. This is a very unusual situation as at least 9 out of 10 times a check engine light is on, it is not an engine problem. We went through the various tests to try to figure out this problem. Only when the Mercedes dealership did a compression test did we find out the real problem with this vehicle. We are working with Ms. ******* to resolve this situation as we have always intended on doing. I completely understand her frustration, however, we are working diligently on a solution for this problem. If you would like a more detailed response, I would be happy to provide to you Again we would never knowingly sell anyone a car with problems. It is not in our interest to do so nor is it in the interest of our customers. These are used cars and no matter what steps we take to ensure the cars we sell are in great shape, sometimes things go wrong and this unfortunately is one of those cases. Thanks. Tommy G***** Consumer Response /* (4200, 11, 2021/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dealership is in the process of providing another vehicle so I'm waiting for the desk to be finalized. Hopefully, this will happen by Tuesday.

*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. ↩