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:12/20/2022

  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.

  On 11/23 my car was towed from the *********************** in ********, ** to VL Performance for an $3000 repair. Audi quoted me $4500 for timing chains and tires. **** (shop manager) at VL said it would be done in a week and at a fraction of the price. I didnt hear from him all week about anything until I call to say Im on my way on 12/7 to get my car and its not done no explanation as to why. Now engine performance is needed + $317, $244 ($3542 total). I agreed but it needed to be done by 12/9 he said it would be, it wasnt. I called numerous times and was told tomorrow or well get to it or its finally on the schedule. None of this was true, each day I was strung along with false promises and lies. I sent numerous texts, emails and voicemails. Rude defensive comments and says I need to pay more money. Still not done on 12/9 This time $732 ($4127 total) is needed for another engine sensor. I demanded it be on the schedule that next day and Id come after work to get it. He agreed. 12/10 again not done. No contact no explanation, nothing. From 12/14 to today 12/20, hes refused to talk to me. I need my car fixed Im a traveling nurse! My electronic itemized bill has now jumped another $500 ($4,665 total) for engine performance that says I approved, and I DIDNT. My car isnt done and this bill is falsified. All the 1 star reviews are the actual customer experiences, the 5 star are friends/family. The service has been terrible. No communication. And now adding to my bill saying I approved service when I didnt. I will be forced to take my vehicle as is, with a huge bill that was never completed and now have to take it somewhere else. In total Ive been without my car for 1 month. Each time a new expense is added to my bill the old electronic bill disappears. Thankfully Ive screenshot these. Totals changes from one bill to the next. Numbers are picked out of thin air. Hes been adding to my bill without my approval. Hes a scammer. I want my money back.

  Business Response

  Date: 12/31/2022

  To whom it may concern,

   

  We are working through this with our customer. Customer came by two nights ago and we are now on the same page here with the vehicle. **************** and testing is needed to condemn this vehicle. Customer has authorized work, we cleaned up any miss-communication, and have provided her with a loaner car. Initial work was completed in a timely manner, but more time is needed as this issue is far from basic. 

   

  Please let me know if you have any questions.

   

  Thanks!

   

  *****************************

  Owner/Engineer/Calibrator

  VL Performance, LLC. 

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  A communication update on the claim #********. I still do not have my vehicle and no forward progress is being made. **** at VL Performance continues to drag out my car, demand more money, he agrees to completion dates yet my car is never done. He has no communication with me, I'm begging for answers and he proves me with nothing besides "be patient". 

  
  

  On Tuesday 11/20 he texted me saying my car is not driveable. I informed him it's been nearly a month and my car needs to be the next vehicle  worked on and if they do not have the proper equipment or staff to fix it then return my car to me so I can take it somewhere else to have the needed repairs done. He said I must pay my full balance ($4,655) I said I will not be paying that large sum of money when that work was never completed. He said it doesn't matter as I authorized that amount of worked. I texted back and said yes I authorized the work to be done, it's not done and it's been a month so I will not pay since it's not completed work. Working with him is nothing but secrets and lies. I've completely lost trust in him and his business. The ******* of this comes from lies and when it will be done, to an estimate that isn't even close to the bill he now keeps adding to, and the final issue was a fraudulent approval for additional engine work on my car that's been added to my bill for an additional $502 - that I never authorized. He falsely approved this on his end when we never had a single conversation about this. I never would have approved it. I have screenshots to prove this as well as phone call history and text message threads to show no communication was done in that timeframe when an additional $502 was added to my bill and approved. When I confronted **** about this he eventually caved and said it was added to my bill on error and it was infact someone else's vehcile that that services of $502 belonged to. Quite interesting, don't you think?! This $502 still to this day 12/26 remains on my bill. 

  
  

  It's never ending with them. Trying to scam me over and over at least 5x now. I need my car! I want to get my service done somewhere else I trust. I do not want to pay them for work that hasn't been completed! I need urgent help. 

  
  

  Please email me back with an update ASAP.

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