Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/27/25 to 3/31/2025 Dealership lied about what they would provide to me on a trade-in towards a vehicle on their lot. I asked them if they would honor an appraised amount from *******. They texted me back telling me that they spoke to the sales manager and that they would be able to do so. Once I went into the dealership they acted like no such promise was made. When I said, " I feel like you guys lied to me in order to get me here in the door", the consultant replied, " I mean, are you suprised?". He then proceeded to try and high pressure sell me into another vehicle. He tried to tell me he was getting me some sort of deal because the car was priced below KBB and that he shouldn't even be showing me the calculation. Except he was literally showing me the website where they are advertising the vehicle as such.

  Business Response

  Date: 04/01/2025

  Hello,

   

  I just talked to sales, and they said we did offer $22k but the payments would be too high still, so you are welcome to come back and go over the deal again. Sorry about the miscommunication.

  Customer Answer

  Date: 04/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23138829
  
  I am rejecting this response because: 
  Just so you know your salesman ******* is lying to you. He made no such offer to honor the appraisal value. Nor did he make any effort to adjust the price on the vehicle to change the math on that end just in case hes already thought of the next lie hes going to spin. Are these the type of sales tactics Performance Chrysler endorses? No wonder your dealership is one of the top search results from report Chrysler dealer.

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

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car bought from them on 09-28-24 The two backseat headrests were not in the car. When we contacted them about this. The car salesmans name was GUY. He replied that he would contact the previous owner about it. I will provide screenshots of the messages between him if needed. He stopped responding and all communication when we asked following up was Oct 10th. We havent heard from him since and he is now ignoring us.

  Business Response

  Date: 12/04/2024

  Good morning,
  
  The dealership spoke with Mr. ******* on Saturday to let him know that the parts were ordered, and they are scheduled to arrive at the dealership no later than Monday, Dec. 9.  The dealership will reach out to Mr. ******* as soon as they arrive. 

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially dropped my car off in may 2024 to get the transmission serviced. Car was shifting really rough. I was emailing and texting with the service advisor. First off, he was impossible to communicate with. And he had no clue what he was talking about. He told me "they flashed it." But when we goto pickup the car, no firmware was flashed but instead they just reset the **** They call it a quick learn. It's literally just resetting the **** And at the same time, they claimed that the car is driving perfectly fine. So I take it back in June. Same problems. Car is shifting rough, and sometimes when slowing down and then speeding it, it delays as it shifts into gear and then almost slingshots you. After constantly contacting them and asking them stuff, they tell me my transmission is internal worn out and needs replaced. So I go through the hassle again with literally no communication from the guy and constantly reaching out to see what the status is. Finally get my car back on August 14th. The car drives exactly the same except I had a dead battery a couple days later that I had to pay for. They most likely left my car sitting for 2 months and it killed the battery. I'm seeking reimbursement for the battery AND I'm seeking a partial refund of $98 that I paid for diagnostic fees. If they would have taken care of my car properly the first time I took it there, I would have paid $100 and nothing more. But because the first time they said nothing was wrong, I had to pay the $198 diagnostic fee. And the $100 I had to pay to the warranty company for a new battery. And not to mention, my car is still messed up. Transmission is completely messed up. But I will not be returning to this service center ever again because of how stressful it is dealing with them. I have the receipts and paperwork.

  Business Response

  Date: 09/18/2024

  Good afternoon,

  Mr. ***** brought his vehicle to the dealership with shifting concerns on May 4, 2024.  For vehicles with the 9-speed transmission, the first step is to reset the adaptives (quick learn) and drive the vehicle.  The scan of the Transmission Control Module (TCM) showed no faults or updates.  The technician performed 3 separate road tests with no real issues.  Mr. ***** brought the vehicle back to the dealership on June 8, 2024, with similar concerns.  Upon further inspection, it was recommended to Mr. ***** that the transmission be replaced due to having an internal issue. All repairs were covered under the service contract on the vehicle and Mr. ***** was not charged the normal deductible.  Regarding the battery, the dealership has no idea how old the battery is in Mr. ***** vehicle, however what Mr. ***** is describing, there is a good chance the battery was at the end of its life cycle.  The transmission that was installed has a 2-year warranty and if Mr. ***** is still having issues; the warranty would cover it wherever Mr. ***** has it repaired.     

  Customer Answer

  Date: 09/21/2024

  Please just close this complaint. I brought my car back to performance and ***** took really good care of us. The person who installed the transmission did leave quite a few wiring issues but you guys took care of it for me and we are all squared away. No further communication is necessary. Thank you guys

  Customer Answer

  Date: 09/21/2024

  Please close this complaint. I had my car worked on once again by performance and this time they took really good care of me. They fixed all of the wiring issues that were wrong from the transmission install. All is well. Thank you.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my truck into dealership on May 16th for engine warranty work, issues with mis firing and camshaft. I received little to no communication from the service advisors or managers. I have emailed multiple people on my situation including *** ******* and ***** ******** with no response or a check up to see if my issues were resolved. I tried calling multiple times to get ahold of my service advisor with no luck and ended up getting a new advisor after a month. It took them over 3 months to diagnose my car and submit warranty work to dodge. I heard from them last week that it wasn't approved and that I was now responsible for paying the bill for repairs and rental vehicle. They were quick to call me 2 times and tell me to return my rental within 30mins or they would come get it. They ended up taking it back same day and now I don't have a vehicle to drive. I have talked to 3 different mechanics and they have all said that it should have been diagnosed differently and that it should be covered under warranty. I have an attorney involved that is in the process of dealing with the issue. I also will be filing a complaint with the Attorney General

  Business Response

  Date: 09/10/2024

  Good morning,

  Mr. ********* vehicle was brought to Performance Chrysler Columbus from another automobile repair shop that was diagnosing the issue.  The shop said they could not complete the repair due to the vehicle being under a manufacturer warranty.  Mr. ******* authorized Performance Chrysler to diagnose his vehicle.  The dealership had to tear down the engine to diagnose the issue.  The dealership discovered that the engine has sludge build up.  Attached are the photos of the vehicle's engine during the inspection.  The vehicle has no record of any service/oil changes from the time Mr. ******* purchased the vehicle on 3/7/2022 with 3286 miles on it until 1/30/2024 when the vehicle had ****** miles on it.  The dealership cannot cover the engine replacement under warranty.  The claim would be charged back to the dealership once the engine is received and inspected by the manufacturer.  The manufacturer's warranty is voided if there are no records of proper maintenance on the vehicle.    

  Customer Answer

  Date: 09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22209726
  
  I am rejecting this response because: 
  

  I did give dealership my oil changes, they said to bring the last 3 oil changes which I provided to them. I have communication between us that says they received them. They also should not have taken over 3 months to diagnose my truck. I have talked to several other mechanics and it should have been handled differently. They are trying to fix a misfire that was being caused because of cam shaft issue. They test drove the vehicle multiple times with engine issues further damaging it even more. They said they fixed the misfire but now the engine needs replaced.

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

  Business Response

  Date: 09/18/2024

  Good afternoon,

  In response to Mr. ********* rejection, the dealership stands by its diagnosis of the vehicle.  The first 2 "receipts for oil changes" are simply estimates provided by Primo Paint & Body Shop and are not proof of any oil changes performed.  These are reprints Mr. ******* obtained on 5/16/2024.  Neither of these appear on the Carfax report.  Even if the first oil change (estimate) dated 5/21/2022 was done, it would still have been ****** miles since Mr. ******* purchased the vehicle on 3/7/2022 (Ohio BMV attached) with 3286 miles on it and would void any manufacturer warranty.  The only real proof of an oil change being done by Mr. ******* was on 1/30/24 done by Take 5 Oil Change at ****** miles as reported on the Carfax.  Mr. ******* authorized the dealership to tear down the engine to diagnose for the amount of $760.00 and also has an outstanding rental car bill in the amount of $3430.00, for which he had the entire time the vehicle was at the dealership.  The dealership insists that Mr. ******* come pick up his vehicle (as-is) as they will not invest any more of their money and time with Mr. **************  

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/2/2020 My husband and I purchased a Ram 1500 from this dealership. Along with the truck this dealership sold us a 3rd party vehicle warranty and a GAP warranty that is good for 84 months or 100k miles. On 5/28/24 I sold my truck and canceled both warranties on the truck I sold. I am entitled to a pro rated amount for remainder of my vehicle service contracts as agreed upon. I called the 3rd party who the contract was through and they informed me that I am entitled to a refund as long as I cancel my contract with the dealership that sold me the warranty and the refund comes directly from the dealership since that's who I paid for the service agreements. I went to the dealership on 5/28/24 and canceled both contracts at the dealership where I was told I would be mailed a check in for 4-6 weeks. 6 weeks go by I didn't receive anything. I contact the dealership again where now I am being told it takes 6-8 and the check is being sent from their corporate office. The dealership copies me on an email with someone from corporate trying to get an update on when my refund will be mailed. The corporate personnel on the email never responded back. So 3 weeks later I sent an email to the person I was copied on the email with and now I am being told that the check will be sent from the 3rd party which is not correct because I spoke thoroughly with the 3rd party about this process. Then I am told that the check will be sent to my lien holder for the vehicle that i sold already. My lien at the time of ownership is my credit union in which I spoke to them and they never received and funds from this dealership. I feel like they are lying to me and giving me the run around. The truck has been sold therefore, there is no lien holder now so the check needs to be mailed to me. This is so unprofessional. I keep being told something different and no one can tell me where and if the checks were even mailed out. I have both of my contract cancellation forms for the money owed to me.

  Business Response

  Date: 08/05/2024

  Good afternoon,

  The refund checks for the attached cancellations were delivered to ******************** on August 2 via ***** tracking number 777713630010.

  Customer Answer

  Date: 08/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22068168
  
  I am rejecting this response because: we received 1 check not both on August 2nd. And the checks were sent to the wrong address.  ***** only knew to ask us because they had other packages with our correct address. I did email Chrysler to let them know we received one of the checks and it had the wrong address and asked if they could check the other check and make sure it wasn't sent to that incorrect address as well. No response. Honestly this process wasn't a big deal but the lack of communication or misinformation we received on the rare chance we did speak with someone is what made this experience unacceptable. The address numbers are reversed. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 27 2024 I purchased a vehicle from performance. I provided all the requested documentation to secure an auto loan a $8500 down payment was paid by me I signed all the documentation. On July 1, I was contacted by the finance company and spoke with a gentleman named ***. *** advised me that he thought that the job information that I provided him was enough to secure the auto loan. However he was contacted by the bank and the bank said that they needed more information. *** advised me that they will send the loan back and not fund the loan, it is not my fault that the finance company did not follow the proper procedure to get this loan properly funded. Again a $8500 down payment was paid on this vehicle.

  Business Response

  Date: 07/09/2024

  Good afternoon,

  The dealership has been communicating with ****************** and believe they have the financing worked out for the purchase of her vehicle.  It is important for ****************** to understand that it is not unusual for the bank (lender) to request additional information from the buyer to secure financing if they feel it is needed to satisfy their requirements for the loan.  

  Customer Answer

  Date: 07/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21932483
  
  I am rejecting this response because: The dealership was aware at the time the vehicle was purchased on 6/28/24  that I had not started my new job yet. In fact the dealership accepted the offer letter as verification of my income and employment. It wasnt until five days later after the loan was generated, and the documents were signed that I was contacted by the dealership and that they made me aware that the finance department made a mistake and was under the impression that the offer letter that I provided was enough to show proof of income and employment. At this time financing has not been worked out nor have myself and the dealership came to an agreement regarding this matter , for the reasons noted above, I reject the dealerships response

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

  Customer Answer

  Date: 07/24/2024

  Hello, 

  On 7/23/24 I was advised by PJDR that the vehicle that I purchased on 6/27/24 29 days ago was not approved for financing, even though I have signed copies of the approval/ financing/ contract terms from the finance company dated 6/27/24. Be advised per PJDR previous response to my complaint, they stated that they had worked out the financing. Obviously that is not the case. 
  Thank You, 

  Business Response

  Date: 07/24/2024

  Good morning,

  It is important for ****************** to understand that the dealership is not the bank/lender.  When ****************** came to the dealership to purchase the vehicle, she stated that she was starting a new job in 2 weeks and provided the dealership with a letter verifying her employment (attached).   The dealership sent it to the lender (Americredit) and the lender gave the dealership a conditional approval.  When the lender tried to verify ********************** employment, Cuyahoga County informed them that ****************** had not been thru the process for the mandatory background check, and she was not expected to start that process until mid-August.  Due to that, Americredit will not approve the loan. The dealership tried to refund her down payment, however she is refusing to bring the vehicle back.  The dealership demands that ****************** return the vehicle to the dealership, or they will be forced to take legal action.   

  Customer Answer

  Date: 07/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21932483
  
  I am rejecting this response because: 
  The Information provided by PJDR is inaccurate  I was provided with an approval,(Please see additional documentation attached)  additionally none of the loan documents state that this is an conditional approval  PJDR, was advised that my start date was pushed back and Acknowledge the change on July 10, 2024 moreover, the finance contract does not indicate a (Cooloff or Cancellation period. Which appears that the dealership waived that timeframe. 

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

  Customer Answer

  Date: 07/25/2024

  Hello,
  Please find additional  information attached above. 
  Thanks,

  Kae Frazier 

  Customer Answer

  Date: 07/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21932483
  
  I am rejecting this response because: 

  On June 27th 2024. I received an approval (See attached). Based on my future  employment start  date.  The dealership knew and accepted my offer letter as proof of employment. Also the dealership confirmed on June 27, 2024. The dealership on July 10th reached out again to confirm my start date which is 8/12/24. The dealership  (***) states that they made a mistake and thought the finance company would fund the loan based on my future start date, which is no fault of my own. I am not the dealership, nor is it my responsibility to know what their requirements are.  On July 23rd 2024 nearly 26 days later I received an email stating that I need to return my car. With no further explanation. In regards to my down payment, that is not an acceptable solution for me and my family. We signed a binding contract on June 27th 2024 additionally per the finance contract/agreement there isnt a ***** period for myself nor the seller to cancel the contract due to the Seller waiving those terms. For the reasons noted above. I AM REJECTING PJDR response to the above complaint. 
  
  Regards,
  
  *************************

  Business Response

  Date: 07/25/2024

  In response to ********************** rebuttal/rejection, the dealership stands by their response.  This was a conditional approval from the lender based upon what ****************** told the dealership regarding her employment.  The dealership is not the lender and cannot approve funding for a loan.  The lender will not approve the funding under the current circumstances.  ****************** is not the legal owner of the vehicle and must return the vehicle to the dealership.

  Customer Answer

  Date: 07/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21932483
  
  I am rejecting this response because: 
  A spot delivery agreement was not signed by myself or the dealership. Additionally, PJDR waived the buyer/sellers cancelation time period. At this time,  if PJDR  has additional questions they may reach out to my legal Counsel. 
  
  ************************, ************************************* LLC
  ******************************
  ******************
  Phone: **************
  Facsimile: **************
  Email: *****************************************
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2019 Ford F150 Diesel from them back in late October of 2023. Here recently I went to trade it in on something a bit less expensive to maintain (diesels are great but costs a bit more to run). When I went to trade it in I looked at KBB to get a rough idea of the trade in value on the vehicle. The numbers the Ford dealership came back with were shocking to say the least. They told me my truck was a Canadian truck and it depreciates the value big time. I thought maybe they made a mistake with the VIN or were just making stuff up to save money but sure enough after trying several other Ford stores they were all the same. The store produced a signed Carfax report that does show the vehicle origina*** in Canada, but no one at the store let me know that vehicles that are Canadian are worth a lot less here in the Uni*** States. One of the stores I was attempting to trade my truck in was nice enough to share the original window sticker that states "not to be sold or used in the US". I can share this window sticker later on in the process if needed. I understand I signed the Carfax report (by signing it says I reviewed the info) however it does not state that I knew or was given the understanding that Canadian vehicles are worth less here in the US. This simple fact is something that a lot of regular car buyers are not going to know or understand. I think the business needs to do a better job of informing buyers exactly what it means to purchase a Canadian vehicle. The difference in value (in my personal case) is between 4500 and 7000 dollars. I'm not asking for this full amount, but it would be great if we could split the cost and help me recover some of this value- I'm proposing 3000 dollars. The original window sticker to the truck (which was not provided for me at Performance CDJ is attached). Thanks for your time and efforts.

  Business Response

  Date: 04/30/2024

  Good afternoon,

  *** *******, General Manager at Performance Chrysler Jeep Dodge Columbus, has had several communications with Mr. **** via email.  *** explained to Mr. **** that trade values he is getting on the Ford F-150 are good numbers whether the vehicle is Canadian or American built. Before an American car dealer can sell a used Canadian vehicle, it must meet US standards in order to be titled in the US.  The vehicle was titled in Michigan in June 2023, prior to Performance obtaining the vehicle (CarFax attached).  Canadian built Ford and GM vehicles have the same bumper to bumper factory warranty as a US built vehicle.  The dealership would not have been able to print and provide Mr. **** with a copy of the original window sticker as they are a Chrysler dealer and not a Ford dealer.  What is hurting Mr. **** is that he traded in his 2020 Toyota 4 Runner that had in excess of $20,000.00 negative equity which was incorpora*** into the financing for the purchase of the Ford F-150.    

  Customer Answer

  Date: 05/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21618918
  
  I am rejecting this response because: I understand my financial situation and I am in no way asking Performance CJDR to fix what I chose to do. It is indeed a true statement that I rolled over a ton of negative equity when I bought the truck from the dealership. However, that is not the reason why I contact BBB and the dealership. I understand fully the consequences of my decisions in regards to rolling over the negative equity on the F-150. This is not the issue at hand- I have contac*** no less than 16 dealerships across the Uni*** States and can provide email communication with the majority of them where they state that because my trade in is Canadian- it is worth significantly less than it would be. The general manager tried explaining to me that was just a way for them to not give me as much money on my trade in, had it only been one store I could certainly believe that. However, every store I spoke to thru email, text, or phone said the exact same thing- vehicles made for use in Canada are worth less here in the US. Several of the stores are only giving me wholesale value for the truck because of its history, there is no way that a dealership would pass on a deal, and label my truck as wholesale value only if it were not true, especially at the end of the month. Several of them tried as much as they could to get things to work but in the end the Canadian history hurt the deal. To give you an idea of the details- I had a 10k down payment to offset the negative equity from the Toyota 4Runner that was referenced earlier. This should be more than enough to help me proceed in getting another vehicle but the value of the trade because of the history is hindering this process. I star*** this process with the BBB to hopefully get some of value back, but more than that I want this company to realize that when you sell a Canadian car in the US its worth less because of the history- and each of their customers have a right to know this fact up front. Yes I was shown the carfax and signed saying I had seen it, but what I did not know as just the average car buyer, is the value is less because of the history of the vehicle. There needs to be documentation that is presen*** to the buyers specifically saying they understand they are purchasing a vehicle originally from Canada and that it hurts the value. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/08/2024 I took my vehicle in for routine oil change, tire rotation service and had asked to have the spark plugs changed. Service Advisor was **** ******** I was provided a written estimate of $310.16 which I signed I received a phone call a few hours after dropping my vehicle off for 8:15 service appointment asking if I wanted additional services completed - change transmission fluid change brake fluid change oil filter housing and was provided estimates for each of these new suggestions which I declined. Upon service being completed I showed up to pick-up my vehicle and was then charged $714.28 which was $404 above the written estimate. I asked the service provider why the cost was so high and why did he not tell me the estimate price was changing so significantly, over double the estimate price. I would have certainly declined the service and only had the oil change and tire rotation completed. His reply was that he assumed I knew the cost, which my reply was no I did not I had signed an estimate for $310.18 so I certainly did not expect a final cost $404.00 above the written estimate. I feel as though I should not have been held liable to a full $404.00 charge above the written estimate, If the coast was going to increase so significantly I should have been provided that new estimate and asked if I wanted to continue as the service advisor certainly called me to try and have additional work added which was to increase the costs... I specifically said to only perform what I had signed for on the estimate. I do understand that estimates can and will change but increasing over $400 from the written estimate with no additional services is extreme. I should have been consulted on the extreme increase over the written estimate, better yet why wasn't the higher end cost provided on the estimate to begin with. I have no trust in this organization at this point to do the right thing

  Business Response

  Date: 03/13/2024

  Good afternoon,

  Performance Chrysler Delaware apologizes to Mr. ***** for their error in not catching the error for the options on the vehicle.  This is managed by a third-party vendor was not caught by the dealership when the vehicle was posted online.  This is a rare incident, and the dealership does have a disclaimer on their website "May not represent actual vehicle. (Options, colors, trim and body style may vary)."

  The dealership would like to offer Mr. ***** $500.00 towards the purchase of an after-market navigation system for his vehicle as a gesture of goodwill.

  Customer Answer

  Date: 03/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21415562
  
  I am rejecting this response because: 

  The business is referring to the wrong person, my complaint was being overcharged  $404 from the initial estimate without consulting me for my approval of the total price being doubled of the initial estimate.  The business addresses someone by another name (I am Mr. ****) and my complaint had nothing to do with missing errors.  I am seeking a refund of the $400 overcharge from the initial estimate.
  
  Regards,
  
  ****** ****

  Business Response

  Date: 03/18/2024

  Good afternoon,

  Performance Chrysler Columbus apologizes to Mr. ****.  The service consultant that was handling Mr. ****'s service visit was new and did not understand that he should have provided Mr. **** with a new estimate for the additional work.  The dealership will issue a refund to Mr. **** in the amount of $404.10 for the additional charges he incurred above his original estimate.     

  Customer Answer

  Date: 03/18/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased **** ******** with performance Crysler Jeep Dodge Ram 2/19/24 with ***** miles, Returned vehicle 2/23/24 with bad ignition switch and inoperable condition Repair was honored. Retrieved Vehicle 3/6/24 Returned home to find Damaged Motor Mount Leading to Unsafe Driving Conditions. Vehicle is once again Inoperable total mileage stands at *****. I ( ******* *****) Traded in a perfectly operating/safe vehicle and was sold an unsafe inoperable vehicle. Vehicle is financed and I am Unable to Operate Said Vehicle safely and reliably. I seek Repair/Replacement/or the return of my trade in vehicle. I require safe and reliable transportation in accordance with D.O.T safety regulations and guidelines.

  Business Response

  Date: 03/08/2024

  Good afternoon,

  The dealership would like for Mr. ***** to reach out to them so the dealership can arrange to have Mr. *****'s vehicle brought to the dealership so they can assist him with resolving the issue.

  Customer Answer

  Date: 03/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21402782
  
  I am rejecting this response because:  I have attempted to reach out in regards to this matter several times without response
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/30/2024

  Good afternoon,

  Below is the email that we referenced in our response to the BBB dated 4/15/2024 from ***** ******** at Performance Chrysler Columbus that was sent to Mr. ***** on 3/18/2024.  The dealership would ask that Mr. ***** please respond to this email as soon as possible.

   

  From: ***** ********
  Sent: Monday, March 18, 2024 2:54 PM
  To: ******* ***** <*******.*****@*************>
  Subject: RE: **** Jeep ********.. ******* *****
  
  Can we pick this vehicle up?
  
  

   

  Customer Answer

  Date: 05/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21402782
  
  I am rejecting this response because: 

  I have rectified the problem on my own,

  Now ask for reimbursement of said parts

  i have invoices ans preformed labor myself 

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

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this Jeep brand New 12/06/2023 It has a small dent in the driver’s door, before agreeing to purchase it i was told it would be removed with paint less dent removal I have the text messages from the salesman and bring it back, I did after 5 days and was told 3 days later they decided to bondo the car instead and repaint it I was very unhappy that this was not what was agreed upon and now i have a 45,000.00 jeep with bondo and repainted. A week later was told come get it, 30 minutes later was called the dealership den*** it again put filler in another spot and repain*** it. I had been stating i wan*** a new car without filler or repainting, went to get it 3rd time the collision system light was on filler dust in the car and ridge lines from where it had been taped and repain*** 2x and a chip in the driver’s door. when i picked it up 5 days later the paint ridge was filed and the paint does not match the rest of the car they offered to apply 15.00 door guard stickers over the messed up paint and extend the warranty, I have been told too bad we can paint it a 3rd time. I have said I am tired of going through this I wan*** switched for a new car I was offered to trade it lose 18,000.00 dollars the General Manager *** ******* said he was not taking the loss.. Cars that have had filler and paint work done have diminished value. I was also told there was nothing I can do about it I have all communications text and emails to show my exchanges I am being trea*** like a piece of trash. I have all email and text exchanges if needed as well, I am very good with keeping written documentation

  Business Response

  Date: 02/12/2024

  Good afternoon,

  Our apologies on the delay.  The dealership did try to use dentless repair for the door ding on Mr. *******'s vehicle, however, because it was on a crease, they were unable to do so.   Mr. ******* understood that the dent would need to be repaired at the body shop.  The dealership did offer Mr. ******* several options to resolve the issue such as a Mopar extended service contract, Maintenance plan and Edge Guards.  The dealership has also offered to re-paint the door again so they can match it to his likeness.  Door ding repairs are not repor*** to CarFax as damage, so there is no diminished value claim. Mr. *******'s vehicle has been funded and titled so there is no way the dealership can simply unwind the purchase.       

  Customer Answer

  Date: 02/12/2024

  Performance knew I did not want a new car with filler in it and repain*** as this was a brand new car and not the agreement upon purchase of paint less dent removal. I was told it was going to the body shop because they could do it there, only to find out 3 days later it was being filled in and repainted. When performance got the car back to pick up they added another dent and filled it and repain*** again, when the car came back the front collision warning was malfunctioning or had been triggered and there were tape lines all over from the paint ridges, and a chip in the drivers side door. They sent it back again to have it come back with the ridges being filed down with ridges all over the place. They have dodged me on answering anything then offered to trade the car in for 28k because “THEY” were not taking the loss. I PURCHASED A NEW UNFILLED REPAIN*** car. As you can see by the pictures they have expec*** me to keep it and give me a power train warranty extension on it and it clearly does not match at all and they have had it 3X for this and cannot seem to fix it. After the way I have been trea*** like I’m the criminal or the piece of trash who should just accept it by them. I DO NOT WANT THiS CAR and they wai*** until the very last day to respond to this when they could have when it was filed but that’s how they have trea*** me this whole time because they know I refuse to drive it anywhere but I am making the payments and paying the insurance. I have everything saved in texts and emails to back up my claims and feel since they have gone this FAR and tes*** me like this, I don’t care what it costs them they need to take the car back PERIOD 
  
  Complaint: 21218072
  
  I am rejecting this response because: 
  
  Regards,
  
  **** *******

  Business Response

  Date: 02/14/2024

  Good morning,

  The dealership did not promise anything to Mr. ******* at the time of the sale as the Due Bill that Mr. ******* signed shows, however the conversation was that the dealership would try to repair the dent. The text messages between Mr. ******* and the dealership shows these conversations.  Mr. ******* did not need to authorize the work as he was kept informed of the needed repairs for the dent.  The dealership is unable to simply buy back his vehicle as he had 2 trades with a total of $12,296.17 negative equity that the dealership has already paid off.  I have attached the Buyer’s Order for your reference.   Mr. ******* has sta*** to the dealership that he now has a company vehicle and now the Compass will just sit.  The dealership has reached an impasse with Mr. *******.    

  Customer Answer

  Date: 02/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21218072
  
  I am rejecting this response because: the dealership has refused to take any calls or replies to any emails to work out the situation. The response is talk to our legal team and they refuse to give me that information. They didn’t say they would “try” to fix the dent on a brand new car I was paying sticker for. They said it would be removed I have the text messages and what’s more is it was supposed to be paint less dent removal. Now they refuse to even make the paint match. 
  I have attached the response from my salesman Wes after I told him they was filling and repainting the door after I was told when buying it that it would just pop out
  Regards,
  
  **** *******