BBB Accredited Business since
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We offer engine diagnostics, alignment, NC state inspections, engine rebuild/replace, transmission rebuild/replace, brakes, clutches, factory recommended service, oil service, tune-ups and repairs and service for all makes and models; foreign and domestic. We also offer towing service in the greater Winston-Salem area.
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A BBB Accredited Business since
BBB has determined that Performance Automotive Service, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Performance Automotive Service, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Zachary Hulcher Donna Shaw Hulcher, Vice-President Mr. Mark C. Hulcher, Owner & President
Number of Employees
Auto Repair & Service Brake Service Transmissions - Automobile Wheel Alignment, Frame & Axle Service - Auto Clutches Tire Dealers Auto Air Conditioning Auto Diagnostic Service Auto Inspection Stations
Products & Services
Performance Automotive Service, Inc. sells the following brand(s): AC Delco, Autotex Pink Wiper Blades, Beck Arnley, BF Goodrich, Borg Warner, Bosch, Cooper tires, Interstate Battery, Kelly, Michelin, Multimile, Petro Chemicals
Performance Automotive Service, Inc. offers the following product(s): Automotive Batteries, Tires, Wiper blades
Method(s) of PaymentMastercard, Visa, Debit, Check, Cash
2411 Spaugh Industrial Dr
Winston Salem, NC 27103
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Additional Phone Numbers
- (336) 760-0601(Phone)
- (336) 760-8341 (Fax)
Additional Web Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: I took my car to this business and asked to have the battery checked. It obviously needed to be replaced because we had to jump start it to get it into their bay. Without consent they ran diagnostic tests and told me it would be a $1,000 throttle issue to fix. We opted to just have the battery replaced which corrected the issue and when we went to pick up the car the bill was $425. We argued that we should only have to pay for the battery replacement. They took off $50 and one person was very rude. We should not have to pay that much to replace a battery in a car. At ******** the battery cost would have been $115. We feel we were taken advantage of and charged an unreasonable amount.
Desired Settlement: Refund the unreasonable amount. We should not have paid much more than $115.
Business Response: Thank you for the opportunity to respond to this complaint.
On 1/21/2015, Mr. ******** presented his 09 Mazda 6 for repair and spoke with *****. He had several complaints as noted on the work order. Those were that the the car had to be jump started, that it seemed to die. He also stated that the idle was high and that there was no response from the throttle. The check engine light was on and some random lights had been on. He stated that there were blown fuses like the cigarette lighter/power port that he replaced. Mr. ******** wanted these problem checked. He also asked that we check the alignment and tires and advise him as to their condition and if he needed an alignment. Mr. ******** requested this specific work (diagnostic) be performed without requesting any sort of estimate. He simply stated that he wanted the problems checked.
Mr. ******** brought his vehicle to our shop in a "limp mode" during which, the vehicle was not operating properly. He advised us that the battery had been jumped off and that after that, a few fuses blew (which he had replaced), and the vehicle began experiencing problems. Several lights were activated on the dash including the check engine light and the throttle was not functioning properly. We explained to him the steps that we took in diagnosing his vehicle's problem which was not related to a low running voltage problem as he seemed to believe. We explained the testing procedures that we took and why we believed that the battery was not the root cause of his problem. We also explained that we chose to reboot the computer in an effort to affect a system reset as a last line before replacing expensive parts like the throttle body or pcm because they were ruled as being suspect during our testing. The fact of the matter is, changing the battery alone did not repair his vehicle. We ran diagnostics with the battery fully charged as I explained to him when he picked up the vehicle, we load tested the battery on 2 occasions, the battery passed once, then failed the load test at a later time. In addition to this we also changed/replaced the battery prior to rebooting the computer with no effect on his problem. There were multiple check engine light related faults in the vehicle's computer which related to the EGR valve control circuit, oxygen sensor circuit, pcm communication, and throttle body actuator control. These faults are not caused by a battery but rather a pcm or related part issue which we explained to him when he picked up the car. We also explained that this solution may not last and that his vehicle may need a throttle body should the condition return. We charged him for the time spent testing the vehicle and for performing the repair that ultimately got the vehicle running again. We also tried to get his existing battery replaced under warranty through our supplier even though he didnt purchase the battery from us. We checked his alignment/tires and front end noise as requested as well. Also, to be transparent, the battery we sold him cost us $100.11, we sold it to him, installed, for $130 which came with a 30 month free replacement warranty. A comparable battery purchased from an autoparts store retails for roughly the same unless you use a lower quality battery. The balance of the charge was for testing, diagnosis, and repair of the vehicles problem.
**** advised me that he had spoken with Mr. ******** on the phone and asked him how many times he jump started the vehicle, Mr. ******** advised at that time that his wife had jumped it off. Mr. ******** was unsure at that time if the cables were hooked up properly but Mr. ******** advised that his wife would not tell him if she had hooked it up incorrectly. When asked the age of the battery Mr. ******** advised it was 2 years old and still under warranty and asked us to locate a receipt inside of the vehicle which we searched for but could not locate. Mr. ******** was also notified by phone that we were conducting diagnostic tests on the vehicles drive by wire system to include the throttle pedal sensors, pcm, and throttle body actuators. He then spoke with Mr. ******** again by phone and explained some of our findings. Mr. ******** advised that he wanted to go ahead and replace the battery before replacing any other parts and advised us that the battery was no longer under warranty as he had found the receipt. We determined that the battery was in fact over 4 years old. The customer was told the cost to replace the battery prior to replacing it and the customer approved the purchase. At no time was Mr. ******** ever led to believe that checking all of his vehicle's problems and diagnosing them would be done at no charge.
Mr. ******** came to the shop to pick up his vehicle at the close of business on 1/23/2015 and advised that he was not happy with the cost. We explained to him the procedures that we took at length in an effort to help him understand what we did, why we did it, and how much time we devoted to fixing his vehicle. We gave him $50 off in an attempt to satisfy him. He advised that this was not good enough and we attempted to continue to explain the charges. He also advised that if we did not take the charge off he would take his business elsewhere.
Unfortunately, when a customer takes issue with what we have done and challenges us on our charges it does feel personal. We have to charge for the time that we spend working on their vehicles. This customer appeared to believe that all of our work was not worth his money and took a stance that he knew more than we did about the problem. He believed that the battery was the root cause of his problem when it clearly was not. We could not give him an explanation that could satisfy him because I believe he thinks he knows more about the problem than we do.
Again, Thank you for your time and allowing us to respond in this matter.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]