Complaints

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• Initial Complaint

  Date:22/03/2023

  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 purchased a vehicle from ***** ******, it has had nothing but issues since I picked it up. I have just recently brought it back to them for the third time (I live in Smiths Falls, this is a long and expensive trip to make) and they are now trying to tell me they won't honour their agreement to fix it. It was never properly looked over by a mechanic before being sold to me, and the list of things that are wrong with it are as follows:
  
  -No sway bar links. This is a huge safety issue. They sold me a lifted truck with a makeshift lift in it and no sway bar links. When I called them to tell them about their mistake, they asked me what kind of lift was in it. They are the one's who put the lift in BEFORE I purchased it and had no record of what lift was in it.
  -The belt is squealing. (This was addressed as a problem the first 2 times it was taken back, and has still not been fixed) -Exhaust hitting the driveshaft as I drove down the road
  -The header was missing a bolt causing the manifold to leak
  -Passenger side tail light did not work due to faulty wiring
  -Rear cab light wasn't sealed causing water to leak into the cab
  -Passenger side headlight bezel wasn't clipped in and would not clip in due to broken clips. This was "fixed" the first time the truck went back and the problem resumed shortly after.
  -Remote start stopped working, has not been fixed.
  -Finally, my engine light came on Friday, March 17th so I called them and expressed my frustrations. They apologized and ensured me they would take care of everything. I told them I would drop the truck of on Monday and leave it with them for as long as it needed to have things fixed properly as I did not want to have to return again. Saturday morning my truck goes into limp mode.
  
  Now, they have my truck and are telling me I need to pay to fix the throttle body as the engine light "was not on when I picked it up", however I believe they are doing shady business and it's easy to clear an engine code and it will take time for it to come back on. From a simple search looking for reviews it seems like other customers and past employees have had similar problems with this dealership and I have already filed a report with OMVIC.

  Business Response

  Date: 23/03/2023

  Hi, My name is *** ******, I am one of the 2 owners of Performance
  Sales & Leasing.  I was not aware of any of these issues that Mr.
  ******* was apparently having.  We have a service department that looks
  after all service related issues.  After speaking with our Service
  Manger (*****) I have some perspective as to these issues that Mr.
  ******* has experienced.  He has explained that we hadn't installed sway
  bar links onto his truck, which is incorrect, it had sway bar links
  (factory ones) and should have had aftermarket ones that work properly. 
  We didn't install this lift, as we purchased this truck from the
  Kingston 401 auction and it came with the lift already installed.  This
  is why we didn't know which lift the truck had when speaking with him
  over the phone.  The mechanic that certified this truck confirmed the
  sway bar links were in fact present and tight (although we later found
  they should have been offset sway bars for a lift).  We installed a new
  serpentine belt to deal with the belt squeal, and honestly haven't heard
  it squeal on the second visit.  If there is in fact still an issue with
  this belt squeal, we will repair it at no charge.  The driveshaft does
  have a mark on it from the exhaust hanger touching the driveshaft
  (assuming from a previous exhaust install, as it certainly isn't hitting
  it now).  We will replace the driveshaft to alleviate any concerns of
  Mr. *******.  The passenger side headlight bezel is still repaired, I'm
  not certain why he is claiming it isn't?  The remote start will not
  work, due to the fact the engine light is on.  The engine light is on
  due to the fact the truck now needs a throttle body due to an
  intermittent code that appears.  The actuator on the side of the
  throttle body is the issue, and cannot be replaced, only the entire
  throttle body.  This is a completely different issue, and ***** has
  explained to Mr. ******* that this would not be covered under our
  in-house warranty as this issue has just presented itself, 3 months
  after the truck was purchased.  We offer a 30-day in-house warranty on
  all trucks purchased, and a 2 year unlimited kms warranty for a cost. 
  Mr ******* declined the aftermarket 2 year warranty.  ***** was simply
  following protocol.  Had I been aware of Mr. *******s issues and
  displeasure perhaps all of this could have been avoided.  Mr. *******
  was notified yesterday that this repair would be offered at almost a
  30%, and rather than let us know that he wasn't happy with the situation
  and ask to speak to ***** our service manager, or perhaps one of the
  owners, he decided to post negative reviews on Google and to contact the
  *** as well as OMVIC.  I feel bad that Mr. ******* is displeased at the
  issues he has had with this truck, but I do support the decision that
  our service department made on his current repair issue.  They were
  simply following our in house policy.  Most people understand that when a
  warranty is offered, it is only valid until the expiry of said
  warranty, and if an extended warranty is declined, then you no longer
  have any warranty.  Alternatively, had Mr. ******* made aware to *****
  or to one of the owners, perhaps something could have been do to satisfy
  him.  I still would like to resolve this issue amicably, and I
  certainly don't want Mr. ******* or any other customer to feel that we
  are not doing or not wanting to do a good job.  We have been in business
  for over 25 years, have grown into a company with over 40 employees and
  pride ourselves on going over and above with our sales and service. 
  Finally, if Mr ******* would like to contact me directly, I would like
  to discuss with him how we can settle this to his satisfaction and mine.
   
  Sincerely, 

  *** ******
  

  Customer Answer

  Date: 23/03/2023

  
  
  Complaint: 19637167
  
  
  
  I am rejecting this response because: I have never spoken with a *****.  I have emails between me and Lisa from the beginning with pictures showing that when I brought my truck home for the first time there were no sway bar links in it at all what so ever. Yes I purchased the truck 3 months ago but all these problems were in the 30 days there for my understanding is whoever was working on it did fallow the proper safety / pdi steps as should have been taken in a dealer ship place I had to take it to them 3 different times and on the last time leave it with them for a week    And on the headlight bezel and belt part you guys have fixed the headlight bezel twice and the belt squeal you guys replaced the belt but never looked at anything els the would have caused the belt to wear and on squeal so there for it still does (bad tensioner and or bad pulley bearing) which you guys should know

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