Complaints

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• Initial Complaint

  Date:02/07/2023

  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.

  About a year ago I bought a replacement motor for my 2013 **** F150 truck from ************** I spent a little over $13k for the motor and the shops Time. The motor comes with a 3 year/100k warranty. So I have had issues with the replacement motor since day one. The shop that installed the replacement motor heard the tick in the motor but was not able to document where the sound was coming from. After a year of the shop not finding the issue I decided to contact ****** motor again for a referral to a different shop in hopes they could find the issue. I was given a list from ****** and picked, (Maximum Performance). ****** said theyve dealt with them many times in the past and said it was a good choice. I stopped by the shop to speak with them about the issues I was having with my motor and, **** the manager of Maximum Performance said hes dealt with ****** many times in the past and said he would like to take a look at my motor. Two days later **** called me back and said he found the issue and said its from, (piston slap). He said he would reach out to ******************** and take care of ordering a replacement motor. A week later I called **** at maximum performance since I hadnt heard from them yet, he said a motor was ordered and would be shipped once one was available. So when I dropped my truck off I was talking to **** about the fees and he said they, always work directly with *******, for the payment, but worse case scenario Id be responsible for my portion then ****** would reimburse me for my out of pocket cost. About a month later I called the shop since I hadnt heard from anyone to get an update on my truck. I was told it was done the day before I called which was a Thursday that he was figuring out the billing. As **** had me on the phone he gave me a price of $4,361.14 in order to pick up my truck. I had an instant panic attack and said why is the bill so much and why isnt ****** paying for anything. He suggested I called ****************

  Business Response

  Date: 02/24/2023

  complaint#********
  
  *************************** called, scheduled, and brought his 2013 **** F-150 pickup into ** at Maximum Performance Inc. because he was hearing a noise in the ******. He told ****, the service writer here at Maximum Performance that he had the ****** installed at another shop and that it was a ****** ****** and Transmission replacement ******.
    We ran the ****** and could hear the sound that we believed to be piston slap. **** called ****** ****** and they told **** that they had been in contact with
  ****** and had explained to him ******'s warranty policy that the ******** would be responsible to pay ********************** and ****** would reimburse the ********.
  ****** agreed to send a replacement ****** to us. When we got the ****** ****** did not send the gaskets needed to install the ******. **** called ****** and they told him to get gaskets and they would reimburse the ********.
  *************************** told **** That he had talked to ****** ******** service and that he knew that he would have to pay his part.
  When we got the ****** from ******* we replaced the ****** and sent the 1st ****** back to ****** for inspection.
  Our labor charge to replace the ****** is $3177.50. This is **** hours at our rate of $155.00 per hour.
  ****** ****** only pays $75.00 per flat rate hour as per their warranty policy. ****** ******** service told Me, ***************************** and **** the service Writer that they had talked to ****** and explained this to him. There were also some coolant lines and Turbo coolant lines that were leaking that needed to be replaced. With the gaskets, oil, and filter the total parts and supplies comes to $554.67
  Maximum Performance Inc. has an agreement with ****** ******s to be a preferred installer. Our agreement does not commit us to do warranty work for ****** ******s at a discounted labor rate.
  Maximum Performance did not do the original job of replacing the ******. The ******** said that he paid over $13,000 parts and labor for the original ******, parts, and labor job. Knowing the retail price of this ****** is over $6000 and the current shop labor rates in this area, I would think that he paid over $3000 labor on the original job,  
  The total of our invoice to replace the ****** with $3177.50 Labor $554.67 parts and supplies and WA state sales tax of $373.22 comes to 4105.39  
  *************************** never asked for anything in writing before we worked on the truck. He was never told by anyone at Maximum performance that we would do the work at a discounted labor rate . *************************** told ****, the service writer at Maximum Performance that he talks to **************** for ****** ****** and he understood that he would have to pay his part.
  Maximum Performance did not do the original job of replacing the ******. It is not our responsibility to do warranty work for other shops or ****** ****** and Transmission.
  Thank you
  *****************************
  Co-Owner Maximum performance Inc