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:10/18/2024

  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 purchased the vehicle on June 19th, 2024. I put $3500 down, and the remaining amount was put into a $14,784.66 loan. Before I purchased the vehicle, I was assured that a full safety inspection was done and anything that needed fixing or replacing had been taken care of. I was also told that between $499 and $799 (I can't remember the total) extra was for a package that offered me 3 oil changes in the first year, one year of exterior detailing, and three years of interior detailing. Bought the car, and noticed some discrepancies after purchase.1. I noticed the odometer reading on the vehicle was 880 miles more than what was on the contract. I asked for this to be updated, and was told it wouldn't make a difference.2. They incorrectly reported my information to the loan servicer. Said I was not a U.S. resident and that I worked at a company for 3 years as a manager. All of that information was incorrect, along with my phone number.3. The package was falsely advertised. What I actually paid for was oil changes and a coating to be done after 6 months. Apparently, the false advertising has happened before. My information was also in the system for this package after I purchased it, and it was not listed independently in my contract. Multiple staff members had advertised it to me falsely.4. Despite having a "full safety inspection" I discovered after trying to transport a family that the center seatbelt is faulty. They could've died or been injured. I asked the dealership to fix it because it is a safety issue and it's illegal to not wear a seatbelt in ****, they told me to take it to ******. Service Manager wouldn't see me. ****** charged me $105 (that was with a discount) to look, and quoted $622 to replace the seatbelt.The first two were already shady, but to pay for false advertising and what was supposed to be a fully inspected car is concerning. I can't afford to fix the seatbelt and I wouldn't have paid for the package had they advertised it correctly.

  Business Response

  Date: 10/23/2024

  We will have our recon manager reach out to this customer and get her in to take care of the seatbelt. I will be also glad to speak with her when she comes in as well to see if I can resolve her issues. Please ask for ******* ****** to discuss the other issues.

  Thank you.
  
  

  
  

• Initial Complaint

  Date:10/05/2024

  Type:Billing 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.

  This company is threatening to press federal charges for giving them a dated check for a downpayment that they had cashed even after I called and told the financial advisor that I was unable to get funds. They didn't listen to me and still proceeded to cash the checks and even CHANGED the previous dates that I had placed on them.

  Business Response

  Date: 10/16/2024

  The customer entered a contract on the purchase of a vehicle of which she agreed to pay a down payment split with two checks, $1,750.00 each. Both checks bounced and she refuses to pay the down payment. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22385468
  
  I am rejecting this response because: I had informed the business a day before they were to be cashed to not cash them due to no funds they ignored my request and still proceeded. On top of that they changed my dates on my checks.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/23/2024

  The down payment is still due and needs to be paid. When will the customer plan on sending what is owed per the contract of sale?

  A certified letter was sent explaining that the payment needs to be paid. Please advise when we can expect payment.

  Thanks.

   

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Performance Lincoln Bountiful intentionally deceived and sold us a vehicle on 05/18/24 under false pretenses. During the buying process, we learned that the vehicle we were interested in had ***** miles. ***** to selecting this vehicle and signing the paperwork, we asked for assurance that the vehicle was considered new and that the warranty would start on the date of our purchase. We were assured of these two facts by the salesperson, the sales manager, and the finance manager. Otherwise, we would not have purchased the vehicle, as we explained multiple times to everyone we worked with at the dealership.A few days after purchasing the vehicle, we noticed that our account showed the vehicles warranty start date was almost a year prior to our purchase date. We immediately contacted the dealership to bring this to their attention. Over the next few weeks, we were assured again and again in writing that the warranty would start from our date of purchase, and at one point we were told that it had in fact been updated. However, that turned out to be lie. Several weeks later, we received a text from our salesperson stating that the vehicle was used internally, so the warranty started before our purchase.As you can imagine, we were shocked and amazed to learn this news. The dealership has since stopped all communication with us regarding this matter.In my continued efforts to get this resolved, *** contacted ******************* (CEO of ***** and *********************** (President of Lincoln) in hopes that they will do the right thing and resolve this expeditiously. We received one call from the executive office admitting that the dealership should have disclosed the truth about the warranty information, as well as deeply discounted the vehicle to compensate. Clearly neither of these occurred. As of the date of this review there has been no resolution.

  Business Response

  Date: 08/05/2024

  In an effort to find a solution and amicably resolve this matter, Performance is willing to offer of the following for you to choose from.
  
  We can provide at no cost to you a Lincoln PremiumCare warranty with 84 months of total coverage ******** total miles, $0 Deductible , or alternatively;
  We will arrange to take the vehicle back and reimburse for you all incidental expenses you had (i.e., travel) that you provide receipts for. We would arrange to pick up the vehicle in ******* should you choose this approach.

  We believe that the customer chose to return the vehicle. 

   

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Performance Ford Bountiful almost killed me, and then refused to speak with me about it. I had my engine replaced by their service department with an aftermarket reman unit. Communication was fine through the install process. The first time they said it was ready and I went to pick it up, they called me half way there to tell me the rear main seal was leaking and it would be another day. The second time, I picked it up and made it 10 miles before discovering they had mis-installed a coolant hose clamp and my truck overheated. The third time, I made it almost to Ogden when I lost all steering control, and my steering wheel started spinning while the truck drifted through traffic at 70mph on I-15. I slammed on the brakes and thankfully didn't hit anyone/wasn't hit. Turns out when re-installing the engine, they forgot the bolt that holds the steering column together, as confirmed by an independent shop. They apologized profusely, said they would cut me a check for the tow and the bolt replacement, and that is the last time I ever heard from them. No check ever arrived, I wasn't even given a free oil change for a near death experience. Every time I've called I've been transferred in a circle and hung up on or told "so and so isn't in today, try again later". Caught them laughing at me once as they transferred me and Im guessing forgot to mute. On top of all that, the truck had a moderate oil leak because they had crushed the turbo oil drain seal during installation. Repairing it would have cost me thousands (engine out job) that I didn't have, so I had to sell the truck at a massive loss. They did nothing to make right any of the above, and cut off communication with me after the first time addressed the check not arriving, and verifying my new address. I then deployed and could not continue fighting it/communicating with them, taking me outside the year period.

  Business Response

  Date: 03/13/2024

  Our Service Manager contacted the customer and agreed to pay the $250.00 tow bill. Customer is satisfied with the outcome.

  Customer Answer

  Date: 03/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The business did offer to pay the money I was still owed for the bolt replacement and the tow. After reaching that agreement on the phone, they emailed me a settlement agreement that would have me delete my entire review and agree never to disparage the company about the entire issue ever again. They addressed the smallest part of the claim, and while I would have been appreciative and updated my complaint/reviews to reflect this, it does not solve the entire issue, like their settlement agreement would have me act. I thought the money would be sent free and clear given that it was already owed to me, or at the least that it would be sent with an agreement only pertaining to the bolt and tow, and not essentially an NDA over the whole issue.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/20/2024

  We are at an impasse as he refused to sign our standard release which we require.

• Initial Complaint

  Date:09/06/2023

  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 put a down payment on a car through Don M****** at Performance Ford Lincoln Bountiful and scheduled an appointment to pick up my vehicle one week later. I was assured that everything on the car was in working order prior to driving nearly 6 hours to the dealership. I was planning on driving back the same day since I had an appointment and Don had assured me everything was “good to go.” He promised numerous times that their finance guy was going to call early in the week and have everything set up. I never received a call and nothing was prepared. I even reminded Don numerous times that I haven’t heard from finance manager. Nothing had been prepared for the meeting that was scheduled a week prior. I now know this was done to then tell me I was denied loans from all lenders so that they could finance at a higher rate while I was there and not have time to set up my own financing. I later checked and was easily approved for a loan with a credit score above 800 from my bank I was told they denied. After I declined the $500 “Paint protection plan” over the phone, Don M****** promised me then and later at the dealership that I would not be charged for this plan. They tried to slip this charge in under “ACCESSORIES” without me noticing it, then when I called it out, the finance guy said they usually raise the price if this protection is declined, but I refused. At the dealership Don M****** informed me that the key fob actually will not start the car but you can start it with the valet key and lock/unlock with the fob. It is my fault that I did not check to see if Don told me the truth that all the locks worked and the fob can remotely lock and unlock the car. He even made it a point to lock and unlock the car to pass off that as if it worked while I was there. Unfortunately all the doors of the car will not lock. I took it to my closest dealership and it will be over $800 dollars to have a fully functioning key. Don promised it was no big deal and it would only be $100 to get it fixed, but I was not willing to cover over $800 for their lie. I am disappointed that they could have easily taken care of programming a new key and making sure the locks worked over the week before I arrived or at least informed me of the issue prior to driving to Utah. Unfortunately it is the whole management and their practice of dishonesty that made this a negative experience, not just a few things with Don. This week I was told that most of the managers and Eyad from finance that I dealt with last week were let go because of how things were being run. I feel that Performance Ford Lincoln Bountiful should make things right by covering the cost to fix the lock and cutting/programming new key fob as they promised worked when I bought the vehicle. Instead they are ignoring me to not loose $836.16 even after trading a vehicle in and purchasing one from them. You can do better as a business! Please try to be honest.

  Business Response

  Date: 09/18/2023

  The General Manager of the Ford location left a voicemail and a text message on Don's phone requesting to call him. Please let me know if he hasn't contacted you.

  Thanks!

  Patricia B****

  ###-###-#### cell

• Initial Complaint

  Date:03/07/2023

  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.

  In April 2022 I purchased a 2014 GMC ******* with ****** miles. I had put $1000 down on the car. The dealership told me that they were having issues getting the car to pass emissions so I told them to keep it until they had it fixed. A week later, I'm told I can pick up the car. I drive home with it and within driving 50 miles my check engine light comes on. The catalytic converter was bad and needed to be replaced. The dealership had my car for another week before they called and told me that I would have to pay for the repair. I went back and forth with a few different people and they eventually replaced the catalytic converter. The end of May, I started have more problems. The car was making a random noise and was not providing enough power to drive over 10mph. I took it in to get an oil change and that seemed to help for a week. I spent the next 2-6 months taking my car to 5 different dealership mechanics. I was told I had oil consumption issues, that I need a (2) carbon cleanings and my spark plugs changed. Then I was told my engine needed to be replaced at ******* miles, but my warranty wasn't going to cover it. The dealership put in the used engine with ****** miles and now I'm having shifting issues in the transmission and my car shakes in reverse which it didn't do that before. I requested a flat cancel on my loan after speaking with my finance company but the dealership refused by telling me that my car is too old. At one point they offered to trade me out of the car, but requested additional money down and they were carrying over the negative equity from the car with mechanical issues causing my payments to go from $400/month to $800/month. I'm not able to trade this car in as my credit and debit to income ratio won't allow that and I don't have $8000 down to get out from under this car. The dealership drove my car to my house and forced me to take it back and now they don't answer the phone. I have been dismissed.

  Business Response

  Date: 03/14/2023

  Customer purchased a 2014 GMC Terrain with 97k miles on it, also purchased an extended service plan.  Vehicle was brought to ** for check engine light and losing power,we confirmed it was from failed piston rings.  The extended service plan denied coverage for the repair.  Performance replaced the engine, no cost to the customer, as well as providing a car to drive until the repairs were completed.
  
  Nic *****

  Customer Answer

  Date: 03/23/2023

  Yes, I did purchase a 2014 GMC Terrain with ****** miles on it. I did not PURCHASE the "extended warranty" I was told I was GIVEN a ******************* Liability Warranty". The salesman, ******, clearly stated to me that the mechanics were having a hard time getting the vehicle to pass emissions during their inspection. They had the vehicle for a week after I gave them $1,000 down. The catalytic converter went out within 50 miles of me leaving the dealership. I had to pay to have the vehicle towed to the dealership and then I was told I would be responsible for the repair. The dealership had my vehicle for a full week before I got a hold of the sales manager *** and he approved the repair after I explained to him the situation. Within 30 days of that incident, the vehicle began losing power while driving. When I would step on the gas the vehicle would make a sound like a playing card was stuck in a bicycle spoke. I brought the vehicle in and was told I was low on oil, completed an oil change (which I was told was done when I purchased the vehicle) and 2 weeks later I had the same issue. From May 2022 until November 2022 my vehicle was in and out of the dealership in question, along with 3 or 4 other GMC dealerships trying to figure out what was wrong with my car. Each time I brought my vehicle in, I was left without a car as my "Extended Warranty" does not cover loaner vehicles unless there is an approved repair being done. I was told twice that I needed a carbon cleaning on the vehicle, so I paid for that and continued to have the same issues. Then I was told there was an oil consumption problem because I was constantly low or without oil each time I brought the vehicle in. ************************* is the dealership that ended up diagnosing and pushing for an engine replacement, however, I was asked for a $3,000 engine pull fee before I could even get an approval from the warranty to replace the engine. I fought against paying this as I do not have that kind of money, nor do I feel that I should be replacing an entire engine within 6 months of purchasing it. ************************* had the vehicle for 3-4 weeks before Performance Ford took it back. The General Manager at the time, ****, asked what my ideal solution would be. I told him ideally, considering this is the 2nd major mechanical issue I have had, I would like to be swapped into something equivalent. I clearly stated that regardless of if I agreed to replace the engine (with a USED engine with ****** on it) and keep the vehicle or be put into a different one, they as a dealership would be replacing the engine. **** agreed with me and started to work on putting me into a different vehicle. Little did I know, that meant they were going to ask me for another down payment and increase my monthly payments. I spent weeks looking at their inventory and talking to a salesman looking for a vehicle that would work for me and the dealership alike. I took time off of work to go down there and test drive different options. One of the vehicles I test drove also had mechanical issues arise during the test drive, once you hit 65 mph the "4x4 overheat" notice appeared on the dashboard. The salesman asked "If we fix it, would you be interested in this one?" I responded with "You supposedly fixed the mechanical issues on the vehicle I already purchased from you, why would I trust you to fix another one?"

  
  

  During all of this, the service manager **** was apparently not kept in the loop because he called me a few times to let me know what was going on with the repair. I told him that I was working with **** to replace the vehicle and he indicated he had no idea of this. When the repair was completed, **** called me letting me know I could pick up my vehicle. I informed him again that I was working with **** to replace the vehicle, not keep the existing one. He stated he would have someone give me a call. That phone call never came, 4 days later **** calls me back stating that my vehicle is done and to make things easy on me he will have the vehicle driven to my house where we will exchange my vehicle for their loaner. I advised that I never received the phone call to which I was told, "This is your vehicle and your responsibility, you can continue to work with sales to trade in your car but you need to take possession of the vehicle". When I got in the vehicle within 30 minutes of them driving it to my house, the vehicle was still not running properly. I sent texts asking if anyone noticed that the vehicle shakes in reverse and has a hard time shifting, no response.

  
  

  In the midst of all of this, I also contacted the finance company that holds my auto loan. They were made aware of the situation and advised that the dealership has the ability to flat cancel my loan. I brought this up to the dealership and they all acted like they had no idea what I was talking about until the final phone call with the service manager when I was told that my vehicle is too old to cancel on. When I told this to my finance company they were baffled and informed me that the dealership can absolutely flat cancel they're choosing not to but they cannot force the dealership either. 

  
  

  The entire situation has left me a consumer feeling like the only thing I was good for was my money and once they got that they don't care anymore. This has been the worst experience I have ever had with a dealership and I went to them thinking they would be a trustworthy place to purchase a reliable vehicle for my family. Instead, I've been left without a car more often than I have been with a car since April.

  Business Response

  Date: 03/31/2023

  We feel like we've gone above and beyond in every aspect to help the customer.There is nothing more to be done.
  

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19551437
  
  I am rejecting this response because:

  I still do not have a vehicle that drives properly.

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/05/2023

  I don't feel it is ethical to dismiss a customer who states they still don't have a car that drives properly after having TWO **************** issues within the first 6 months of purchase. There was a resolution at hand, put me into a different vehicle and instead of doing that, an even exchange across the board, I was forced back into my vehicle and completely dismissed. Not to mention, the one vehicle I was almost put into ALSO had mechanical issues. That makes me question the information on my inspection. According to my inspection there weren't any issues with my car, so why did my catalytic converter go out within 50 miles of driving off your lot and why did my engine fail within 3 months of driving off your lot and why did ********************* tell me your shop was having issues getting the vehicle to pass emissions? 

  Business Response

  Date: 04/12/2023

  We understand the situation is difficult, but we feel we have really stepped up to help this customer.  We diagnosed and transported the vehicle at no cost to the customer.  When her repairs were not covered by her service contract,Performance covered the cost of the repair at no cost to the customer.  We worked hand in hand with the local Chevrolet Dealer for the customer to have proper diagnosis.  During this entire process we provided transportation (loaner car) during time of repairs.  Once complete we performed a quality test drive to verify repair was complete, we even delivered the car for the convenience of the customer. 

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19551437
  
  I am rejecting this response because:

  This company did not bother to "step up to help" me until I started to contact the general manager of the branch and started leaving messages for the general manager of the company. I was responsible for the transportation of the vehicle and the repairs for the misdiagnosis for MONTHS before the dealership "stepped up". I was even told by their mechanics "We don't know why you keep bringing your car here, we are **** certified not GMC certified" The Chevrolet Dealer was not brought into this situation until the last 2 months and even the mechanic told me that Performance Ford took me for a ride with this vehicle and even THEY were disgusted at how I was being treated. I was told this vehicle needed TWO carbon cleanings, the mechanic at Chevrolet told me I wasted my money because he has done ONE carbon cleaning in his 35 years in the industry. That mechanic is the one that worked with the "service contract" provider on the situation because Performance Ford didn't want to deal with it. I was NOT provided a loaner car for the ENTIRE process. I was told 6 1/2 months I could not get a loaner because it wasn't covered by the "service contact" and due to covid the dealership no longer provided loaners. I was put into a loaner for 2 months while the sales department was supposed to be "running numbers to get me into something similar". The car was not delivered to me out of convenience, I was told "We will drive the car to you because it is yours and it is now fixed, you will need to continue to work with sales after the car is in your possession". When I said I wasn't coming to get it, I was told they were bringing it to me and picking up their loaner. The quality test drive could NOT have been done or the shaking of the vehicle would have been noticed. 
  
  Sincerely,
  
  ***************************