Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 11/20. To date I have not received the plates and the temporary has expired. I requested a new temporary and received nothing to date. I have made two payments but I am unable to drive the car. Made a complaint with corporate and still no response. Would like reimbursement for payments made to date.

  Business response

  01/24/2025

  Please be advised the customer picked up the plates.  We apologize for the inconvenience.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2024 **** Mustang Dark horse form this dealer on 6/10/24. As an out of state resident I was given a 30 day temp reg/tag. The tags expired on 7/9 and as of 7/15 I have yet to receive my NY state registration. Called the dealer numerous times and was promised it would be overnighted to me and I haven't received it or the tracking number. The dealer is not responsive and Sr. ********** will not call me back.

  Business response

  07/31/2024

  Please be advised customer received plates on July 16, 2024.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new car and the final price was higher than verbally agred to but the settlement forms hid the true amount I paid. The paper work also indicated that they processed the new title improperly - the financing lien was not indicated. I sent the title to Lincoln Credit. The title was not processed in a timely manner so I could not drive the car for several days. No offer to even deliver the title rather I was told to drive 45 minutes to get it. After reviewing the financing details and my notes a few months lated I discovered what I thought was simply a math mistake. I attempted to get it resolved . No apologies and no real attempt to resolve the issue.

  Business response

  06/25/2024

  ************, thank you for contacting us. We have made multiple attempts to contact you regarding what you believe is a finance mistake. As we have not received a call back to go over this, we can only guess at what your concern may be. We understood you did not want etch on the vehicle for $399 and the agreed upon price of the vehicle was reduced by $399 to reflect that. Other than that, please contact us. If you have any questions about the billing.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a vehicle on April 20, 2024. I was provided a thirty day temporary plate on the date of this transaction. I called Performance **** on Friday, May 17, 2024 because I still had not received any information on the vehicle and the plate was due to expire on Sunday, May 19, 2024. After several attempts to call management and their refusal to call back, I was able to contact a manager named ****. He told me to simply drive the vehicle and they would pay for any ticket I received as a result of the plate being expired. I asked to provide me with another plate, but they refused citing that it was illegal to do so. This is quite hypocritical, considering the dealership suggested that I drive a car with expired plates. I asked for the information for the third party company that **** claimed was reason for the holdup. He claimed he didn't know the name of the company. I asked him to get that information and give me a call back with it so that I could attempt to locate my registration. He refused. When I indicated that I would be contacting the Better Business Bureau, **** informed said, "now I'm not going to help you." Since that date, I have not heard anything from the dealership and the car sits in my driveway.

  Business response

  06/25/2024

  ******,
  Thank you for contacting us I understand you have been in contact with ********** at the dealership over the last 2 weeks and he let you know the issue stems for the ** state MVC not accepting the way the lien was signed off on the title and the requirement of the notarized letter from the bank. This was a very unusual request from MV and setback the completion of your plates considerably, we unfortunately did not know this was an issue with your MV until it was returned to the dealership unprocessed. All the documentation they requested has been attained and we are hopeful to have the MV completed shortly. We do apologize for the inconvenience this has caused.

  Customer response

  06/25/2024

  
  Complaint: 21794956
  
  I am rejecting this response because:
  It was nearly a month post expiration of the temporary plate before anyone from Performance **** returned correspondence.  I asked for a copy of information that was sent to MV, and the date it was submitted and have yet to hear anything back from Performance ****.  I was advised to simply drive the car (illegal) without proper registration and hopefully the police will understand the holdup on the plate.  I was assured the company would cover the ticket, should I get one.  This, and the refusal to communicate with me despite the many times I inquired, is entirely unacceptable.

  
  
  Regards,
  
  *********************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order 11/2023 for a new **** Maverick Lariat edition with Performance **** in ******** **. At that time, they flat-out refused to estimate a trade-in value for my 2023 ******* Santa ****. Said we'd work it out when the Maverick came in. They asked how much I wanted for my vehicle, and I told them, but got no response whether that was acceptable. Performance also wanted a $1000 deposit--told me it was non-refundable. This didn't sit well, but I went along because I really, really love the Maverick (my mistake). When my Maverick was shipped at the end of January 2024, I called the dealership again and asked if we could formalize the trade-in value. Still, they refused. Said the condition of the car could change, but there's a clause in every car agreement that lets them revise the estimate if that happens. They chose to ignore this clause. Finally, the Maverick arrived 3/5/24. When we meet, the team at Performance lowballs the trade-in...$5000 less than what I had said I wanted in Nov for my Santa ****. If I had known the # would have been that low, I would NEVER have placed the order. 30 mins of negotiations later, I get them to come up $2000, but that's it. Even though I'm paying $4000 more than the sticker price. Because I love the vehicle, I would've accepted either the marked-up price OR the lowball trade-in, but not BOTH. They refused to negotiate further. If they had just given me back my $1,000 deposit, I would've have walked away. Instead, they REFUSED. On a vehicle so rare that it was the only one in that trim level available in ** that day (I checked with **** Corporate on that), and so rare they already sold it as of 3/12/24. All they really wanted was to USE me to order a vehicle so that they could sell it AND make an extra thousand off my deposit. I filed a formal complaint against them with **** Corporate already. BBB, is there any way you could help me get my deposit back from Performance?

  Business response

  03/18/2024

  Thank you for contacting us.  I am sure you can agree valuing a trade 5-6 months before a vehicle is delivered can be very difficult.  The entire situation is unfortunate.  Your refund is being processed. 

  Customer response

  03/25/2024

  
  Complaint: 21422553
  
  I am rejecting this response because:  It has been more than a week since Performance **** said it was "processing" a payment. Until I receive this payment, I will not be satisfied. I have not received any notification that a check has been processed or mailed as of 3/25/24.
  
  
  Regards,
  
  *************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  **** had my car for 37 days. Was told they would have it for 2-3. Was promised a loaner car but was not provided one. Paid over $1500 for a rental that they said they would pay for. They are now saying they will only pay up to $40 a day, but still havent even received money for that. Service manager called and said he would pay it in full due to the bad service but ***** returned emails since that call a week ago. He only had contact with me after leaving a bad review. Prior he wouldnt talk to me at all, he would only talk to my boyfriend about my car (sexist?). The ** will also not return my 3 emails to get the problem resolved. After I got my car back for an engine replacement my engine light went on 3 hours later. I brought the car back and that problem was resolved. I had another mechanic from a different location check my car and the coolant hose which was leaking was never replaced so I need to bring it back a 3rd time. Got confirmation from a lemon law lawyer that my car is now a lemon. There has been next to no communication and no resolutions to the problems they have caused.

  Business response

  02/28/2024

  Thank you for contacting us. The rental reimbursement has been submitted to ***** This repair does not automatically come with a loaner car.  The $40 per day is the standard amount **** will reimburse for your TireCare warranty for up to two days. This repair was not a tire care issue and is not covered under that warranty. When **** completes their end of the process, we will be able to give you a better answer. I do apologize if you felt we were communicating with the wrong person on the repair update.  Your boyfriend called us asking about your vehicle but everyone has been instructed to speak with just you from now on.The hose is not where the coolant was leaking.  It was leaking internally and that is why the engine needed to be replaced. I know your writer **** has been in contact with you to have the car brought in and given a once over to just reassure you there are no more leaks.

  Customer response

  03/04/2024

  [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

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10-16-23, I purchased a brand new **** Expedition from Performance **** of ******** **. Upon purchase, I was issued a 30 day temporary (**) registration. At that time, I was told I would receive permanent ************ registration prior to the expiration of this temp tag (11-14-23). During numerous inquiries to Performance two weeks prior to expiration of this temp tag, I was assured the registration was in process, and should be received "any day". As the vehicle no longer possesses a valid registration, the operation of the same is illegal by state motor vehicle code. I've displayed this concern to the sales team at Performance, requesting a either a loaner vehicle, rental vehicle, or valid dealer tag until registration was received. The response from the sales team at Performance was to "Drive the vehicle, and should you receive any violations, they would "cover the expense". In my opinion, this is nothing more than irresponsible operation of the vehicle, and certainly not a rational solution to this matter.

  Business response

  12/06/2023

  After looking into the matter there seems to have been a delay in the motor vehicle work with the *********************. We were able to confirm that they had received everything they needed to complete the work, but it was just taking longer than expected. We do apologize for the inconvenience but unfortunately when working with state agencies we tethered to the timeliness of services they are able to provide. In the interim we have received your motor vehicle work back and hand delivered it to you in ************. again, we do apologize for the delay and hope you are enjoying your new vehicle.  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Canceled an extended warranty that I had purchased through the dealer in May of 2022. Warranty was canceled from the ***** number in July of 2023. Dealer failed to send me a pro rated refund and will not return my many attempts to reach out to them about it. Im not able to make it in the dealership because of living in a different state. VIN: *****************

  Business response

  10/24/2023

  
  We apologize for the delayed reply.  We needed a little time to investigate your complaint as we had no record of you canceling a warranty with us. After some investigating you actually cancelled your warranty with ************* directly. We were able to get the refund due amount from them and have issued a check for you. It is currently at the dealership. We left a message for you hoping to find out if you wanted us to mail the check or you would prefer to pick it up. 

  Customer response

  10/24/2023

  [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

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/31/23 I had the water pump replaced on my 2016 Lincoln MKX at Performance Ford Lincoln of ********. After 5 weeks the engine sounded loud and slowed when driving up an incline. By July the engine light came on. I took it to a mechanic on 7/31 to have it scanned finding P0016-00 code Crankshaft position camshaft position correlation bank 1 sensor A. The mechanic told me this was likely due to the water pump timing chain not having been installed properly and that I should take it back to the dealer since it's under warrantee. I called Performance **** and was told to bring it in on Monday. On Wednesday I was told the engine needed to be worked on but they didn't have a mechanic for that kind of work. When I asked if a different Lincoln dealer could repair it, he said it would only be under warrantee at his dealership since they installed the water pump. By week two a mechanic called me and said they checked it and needed my OK to continue the work; I gave him the OK. I called several times the next week only to be told they haven't gotten to the repair yet. I was told I could pick it up and drive it despite the fact that, while the car could drive, it was in very bad condition. The engine lamp was lit, it could barely make it up a small hill, and the engine was very loud. I didn't want to incur further damage, so I kept it there for them to repair. My daughter called on 8/7 and left a message but never received a call back. She called again 8/8 and spoke to *****, who I had spoken to several times, and was told they haven't gotten to it yet and that I needed to make an appointment, which made no sense. I called and reached a different manager the same day who said it would be serviced by the end of the week. Today I was told they're working on it but aren't sure when it will be finished. I requested a loaner since they had my car for three weeks but they couldn't even do that. I would appreciate it if you could urge them to give me a loaner.

  Business response

  08/30/2023

  Thank you for contacting us. We understand our service director *************************** has been in contact with you and the vehicle is currently in our shop and being repaired at no charge to you. We hope to have the vehicle completed shortly and back in your possession. We look forward to the opportunity to continue to service your automotive needs in the future. 

  Customer response

  09/04/2023

  
  Complaint: 20458024
  
  I am rejecting this response because:
  
  On 8/18/23 I was given a loaner car and told that they would repair my car at no cost since it was under warranty from the previous work.  On 8/22 my car was returned to me, however after driving 10 miles the check engine light came on again.  On 8/24 they picked up my car, brought me a different loaner, and told me my car would be fixed.  On 8/30 I called and was told by ***** that ******* was away, they haven't done anything on my car yet, and weren't sure what was needed.  I was told that ******* would call me 8/31 or 9/1, but  I did not get a call.  It's Labor Day weekend and I still have the loaner.  While I intend to buy a new car in the future, I want my car repaired first as they told me they would, however they have been asking me if I want to trade it in.  I have no  idea when I will get my car back. 
  Regards,
  
  ***************************

  Business response

  09/09/2023

  ******, I do apologize, ******* was away for a few days last week for training but, when you called we should have explained that we were waiting on parts and not ************ off on him or let you believe we hadnt even looked at your car yet. The parts did come in this week and the vehicle has been completed. By the time you are reading this reply you should already have your vehicle back in your possession and have spoken to the service **** about what was done. I believe we are responding to each other in a delayed timeframe. We thank you for your patience and allowing us to service your vehicle.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a ************************** for a noise, was told it needed engine work for almost ***** dollars. I originally refused & considered to sell the car. Service Manager convinced me to fix it saying its worth it since its a nice car went on vacation & when I came back, I picked up the car & the same noises occurred. Brought in & was told the car needed a new Engine, that it would cost ****** dollars to repair. Nothing was done to fix this issue, they only offered 500 dollars to buy the car. Had to sell the car to a different dealer for almost nothing.

  Business response

  08/21/2023

  Thank you for contacting ** about your 2011 Mustang GT. When you brought the car to us on February 24, 2023 with a valvetrain noise and clutch concern we did determine that the cam phasers were failing allowing the vehicles camshaft timing to go out of spec and creating the valvetrain noise you were hearing. *** clutch we could only recommend replacing as the car had over 100K miles on it and clutch wear varies based on how a person drives the vehicle. You declined the clutch repair but went ahead with the cam phaser repair. On July 11, 2023 when you brought the vehicle back to the dealership with a knocking noise coming from the bottom end of the engine it was then determined that the best course of action would be to replace the engine if you planned to keep the car. It is our belief that is unreasonable to believe that any technician should or could have known that an engine would develop a rod bearing failure 4 months later. This type of failure is not related to the cam phaser going bad. Common causes of a rod knock are lack of maintenance, hard driving/ excessive engine speeds, bearing failure, excessive miles. *** vehicle did not have excessive miles, we would have no knowledge of how the vehicle was driven during its life nor how it was mechanically serviced as we were not the primary servicing dealer. This is an unfortunate event that neither one of us could have known was going to happen but as a show of good faith we did try to work with you by discounting the engine replacement repair.To request a refund on work that is unrelated to the current failure is not a reasonable request or to expect the dealership to know a different component inside the engine that you cannot inspect without removing and disassembling the engine would fail in a given timeframe is not a realistic expectation. We apologize for the timing of the failure of the vehicle components, but this would not be the dealerships responsibility.  

  Customer response

  08/21/2023

  
  Complaint: 20395326
  
  I am rejecting this response because:
  
  The way that the issue is being described is completely inaccurate. The second time the car was not brought in for a knocking noise. It was brought it for the exact same reason it was brought in the first go around, except the same noise got worse. This is exactly what I mean when I mention dishonesty in this dealership! The reason for the wait time on bringing in the car for the issue is because:

  1. It took about a month for the dealer to get to the car and fix the car. 
  

  2. After using it a few times, I noticed the car issse was not fixed. I called the dealership explaining the car was still doing the same noise and now it drives worse. Then the staff told me they wouldnt have availability to look at the car until a month later. I demanded for them to look at the car sooner as it was the same issue I already spent 6k on. 
  

  The problem is, we brought the vehicle in for a noise, was told the noise was fixed for ***** dollars. When we brought it in for the same noise, engine now failed because of negligence. The first diagnosis the first go around was a dishonest one. Instead ***** were spent & the car was worth nothing in the end. The dealer got as much money as they could out of our situation! 

  Regards,
  
  ******* & ***********************

  Business response

  09/09/2023

  We do understand your concern but when you picked up the vehicle as you stated the noise was not present. We cannot make the noise go away in the bottom end of the engine for a day, a week, or a month it is not something that can be patched up. We did replace the phasers and that stopped the rattling in the front of the engine and also corrected the timing codes that were occurring due to the phaser failure. We could never know that a bearing or rod was going to go later on it, just is not possible we did try to work with you on the cost of the replacement engine. We were not suggesting you neglected the vehicle, we just listed common causes of the failure. As the vehicle has limited service history with us we would not have that knowledge. This is two different issues cam phasers and a rod knock are very different parts in the engine. This is not something we could have predicted nor advised you of.   

  Customer response

  09/09/2023

  
  Complaint: 20395326
  
  I am rejecting this response. 
  

  Weve continuously added all the details the past few messages. Came in for a repair, something else other than the issue itself was done. Brought car back for same issue, because the issue was not fixed the first time, the engine failed. Had to sell car for nothing while business got ***** out of it.

  Business can go into specifics of engine parts, but that does not matter on the slightest. Again; car was brought in for engine issue & engine died because they fixed the wrong thing. Had a ****** car. Spent ***** to fix, it was not fixed & car was worth junk yard prices after. Simple.

  
  Obvious business negligence

  
  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. ↩