Complaints

This profile includes complaints for Performance Bountiful's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Performance Bountiful

  2380 S Highway 89 Woods Cross, UT 84010-7743

• 

  Performance Bountiful

  1800 S Main St Bountiful, UT 84010-7521

• 

  Performance Bountiful

  2215 S 500 W Bountiful, UT 84010-8606

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:12/08/2024

  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 my car in August 30 2024. First and foremost, I purchased a Certified Preowned Car, BUT I was charged a $1,200 fee for service and maintenance which the sales man advised that I do not need. The salesman has assured me that I should not have been charged this fee and that everything is covered under the Certified Preowned rules. After purchase I realized that there were sensor errors with the car. The parking, auto shut off, and lane departure settings were not working, the brakes were also squeaking none stop, and the gas tank release was broken. I took the car in the second week of September and they advised they see nothing wrong with the car and send me back home. Every issue continued. Then, the service manager asked me to bring the car back to see if they could fix it. After keeping my car for THREE weeks, my brakes are still squeaking, and my auto shut off and lane departure will still NOT work. I did not receive my plates until this week December 2024 which was a night mare of itself. When I asked about my plates the service manager advised they didn't even send for my plates yet in October. This has been the worst experience of my life. I would like my refund for the extra "Service Plan" that the service manager signed me up for. I did not need to pay $1,200 per the service manager and sales man! They really ultimately just tried to screw me.

  Business Response

  Date: 12/23/2024

  The General Manager contacted the customer and stated that she is still having some issues with the idle
  stop feature and she is worried about the brakes. We have her talking with our Service Manager to arrange a time to come in, and we will give her a loaner vehicle and we will get her
  concerns handled.
  
  In regards to the warranty, she was that if she wants to cancel any extended
  warranties that is her right, however she should meet with one of our experts to
  make sure she knows what the extra coverage does – she thought that was a great
  idea. She is going to get with to schedule a time for that as well.

• Initial Complaint

  Date:12/04/2024

  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 took in my vehicle for service when I first purchased a vehicle. The vehicle had an alignment issue and the vehicle kept pulling to the right. I took the car in after having the car aligned 4 different times and no results. I took it into the dealer to get the lower control arms in the rear replaced because the dealer says that was the only option they had to be able to fix the problems to have the solution. I picked up the vehicle the same night at about 6 oclock, and the vehicle still has the same issue it had when I first dropped it off. Theyre claiming that supposedly because I had a box of tools in the back one time it caused the issue, but in reality it doesnt. I have a certified technician here at the shop that I work at check the vehicle out and he told me that I had nothing to do with the tools and had nothing to do with the weight They did their job poorly now that Im trying to find a solution they tell me that they did everything by spec and that they did everything by the book but in reality they didnt. I have evidence that proves other than what theyre saying this is the second vehicle they saw me with issues. The first vehicle was a *************************************************************************************************************************** another vehicle and they threw $5100 worth of negative equity on the vehicle from a vehicle. They sold me that was bad when they shouldnt have done that and now Im having all these issues with the car with no solutions to fix the problem they ruined my credit as much as I would like to get rid of the vehicle and trade it in. I cant because my credit is not where it needs to be due to the fact with the first mistake they made on that 2019 Jeep grand Cherokee.

  Business Response

  Date: 12/11/2024

  Our Service Manager contacted the customer to have him come back to the dealership for us to put the vehicle back on the alignment rack to which the customer declined. He stated he was going to take the vehicle to another Honda dealer for a second opinion.

• Initial Complaint

  Date:10/22/2024

  Type:Order 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 made a transaction for a new vehicle involving a trade. The trade was never a requirement of the deal and had a value given by them. I did end up signing a contract that included the trade. Before the start of the next business day, I informed the dealer I wanted to keep my trade and would write a check for the difference. They ignored my request to keep the vehicle.

  Business Response

  Date: 10/23/2024

  We spoke with **** about this guest yesterday- ******** White told me, he told this guest that he no longer owns the trade. He can by Utah law be sited for not providing us title and the trade within 48 hours.Seargent White made it very clear with Mr. ***** that this is a done deal and he no longer owns the trade, as he has signed it over to us. The **** made it very clear to him- they told us that if the customer does not bring car and title to us today then they will handle it. 
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22460760
  
  I am rejecting this response because: I haven't taken delivery of the vehicle purchased and have given the dealer a check that was cashed.

  They can take my money and car while we are left hanging. They never disclosed I would need to take a loaner car. I am forced to give up the car now and they have 45 days to deliver. How is this fair.  Utah law is biased towards the dealership on this. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 1,300 miles. Prior 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 vehicle’s 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, I’ve contacted Jim F***** (CEO of Ford) and Dianne C**** (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.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The dealer forge my signature to fund a deal the Jeep was a lemon they did want to help in the beginning an now they try to solve the problem but instead made it worse now Im paying **** dollars for a car that I didnt even want they put me in the car just to try an get away from the problem but signing a contract an tuning my credit is fraud an I was told I would be help instead the rolled **** over negative equity an I still had to pay 500 more on top

  Business Response

  Date: 01/29/2024

  We have reached a settlement with the customer to his satisfaction.

  Customer Answer

  Date: 02/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/01/2023

  Type:Sales and Advertising 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.

  One November 22, 2023, I went to Performance Toyota Bountiful ("Performance" in search of a new vehicle. While there i met with Angela P******** and her manager, Michael M*****. I explained to Ms. P******** that i was looking to reduce my overall debt while finding a more reliable vehicle. I decided on a 2012 Scion Tc Hatchback in an attempt to achieve this objective.
  
  I was sent to sign financial paperwork with Alex S*******, who asked me if i would like GaP insurance, which i declined. We applied for a laon through American First Federal Cerdit Union ("AFFCU"). Mr. S******* never disclosed if GaP inurance was required by AFFCU, and I did not believ etht it was necessary.
  
  Almost immediately after leaving the dealership, I felt something was off. When I arrived home from the dealership, I contracted Ms. P******** and Mr. S******* and asked them to unwind the transaction. They passed my request to Mr. M*****, who refused.
  
  I did not realize that Mr. S******* had added GaP insurance to the purchase agreement with out my knowledge because he never gave me any of the paperwork for the purchase at the point of sale. It was not until Wednesday November 29, 2023, that I spoke with someone at AFFCU and discovered that the loan amount was substantially higher than originally disclosed to me by Performance.
  
  I went to the dealership asking to see the paperwork. After an hour or so, i was finally able to look through the paperwork in my file. The paperwork, however, was all wrong. Several documents did not have my actual signature, but looked to be forged by the dealership. The most noticable one is the Final Acceptance of coverage acceded for the GaP insurance. The signature is a mere squiggly line that does not look anything like my signature. I never signed that document. Again, loooking at the Guaranteed Asset Protection (GaP) Addendum, that also is not my signature.
  
  After seeing the signatures on those documents and comparing them to the documents I did sign, Mr. M***** offered to sell me any care on the lot at cost. At this point I have no faith in their service, and the fact that they committed fraud. At this point I want to unwind the transaction and for them to pay me back my deposit.

  Business Response

  Date: 12/11/2023

  There is no way that the customer's statement of forgery is true. The issue with the complaint is that the customer "wet" signed for the
  GAP purchase on 3 additional forms generated after the Final Acceptance. The
  Transaction Disclosure Form, the Motor Vehicle Contract, and the LAW contract
  that has its own section described as "Optional GAP Coverage" (which
  is the very first signature on the contract). We have also reviewed the camera footage and can clearly
  see the customer leaving with a green file folder that contained all her copies
  of the transaction. It is our common practice to send the customer with a green folder of their documents for their records. 
  
  
  

  Customer Answer

  Date: 12/11/2023

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

  The dealership did forge my signature.  I have submitted a copy of the agreements.  The ones with my correct signature, and the ones with my forged signature.  They are different.  I never saw the "Notice" or "Final Acceptance" of GaP insurance, until I demanded to receive a copy of the final sales documents.  I could not have signed the document, because it was never submitted.  Unlike my documentation, where I have submitted the evidence to show the difference in the signatures, the dealership has not presented any evidence to support their claims that, there is "no way" we would have forged the signatures.  They know well that they did, and now they are rejecting responsibility. 

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

  Customer Answer

  Date: 12/12/2023

  Specifically at issue are the two documents relating to GaP insurance; namely the Notice of GaP Insurance and the Final Acceptance. 

• Initial Complaint

  Date:11/21/2023

  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 February 2023, we purchased a new Honda Pilot and have since encountered two significant issues that the dealership has failed to resolve, despite repeated promises. The first issue arose in June 2023 when we noticed that the caulking on the roof rack had come off, creating a gap between the car and the roof rack. This defect allows water and other elements to enter, potentially damaging the vehicle. There is concerns what frozen water will do in these upcoming winter months in those cracks. We were assured by the dealership that the roof rack would be delivered and repaired, but as of November 2023, this has not been addressed, and the problem persists with water continuing to leak through.The second issue was discovered in September 2023 during a heavy rainstorm when our windshield began to leak severely, with water infiltrating the interior of the car. We have taken the car back to the dealership (at thier request) on four separate occasions for this issue. Each time, we were either informed that the windshield or the necessary parts were not available, or that they had been sold to other customers. This has been ongoing for four months, with the most recent incident occurring on November 20th, 2023, when, yet again, the parts (windshield seal, were sold to another customer. These ongoing issues raise serious concerns about the dealership's commitment to fulfilling their warranty obligations and providing satisfactory customer service. We are seeking an immediate and effective resolution to both the roof rack and windshield problems, along with a formal acknowledgment of the inconvenience and potential damage caused by these prolonged issues. The dealership's repeated failure to address these problems has caused significant inconvenience and frustration, and we believe it is time for them to deliver on their promises and obligations.

  Business Response

  Date: 12/04/2023

  The windshield has been replaced with a factory windshield. With respect to the rail, we currently have it on "critical" backorder. Honda has sent us a tentative ETA of December 13th. We will notify the customer when it arrives so we can schedule the installation.

  We apologize for the delay.

   

   

• Initial Complaint

  Date:11/16/2023

  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.

  I was charged for work on my vehicle that was never authorized and also it was 3x more then the normal amount for the standard work done on that vehicle in accordance with the all data manual. The business also denied me paying them with coins even though I had 3 people state to me that cash is an approved form of payment.

  Business Response

  Date: 11/17/2023

  The customer did in fact approved the required 5 hours diagnosis to tear down the transmission. After the tear down, the customers aftermarket warranty agreed to pay for the replacement transmission, however they did refuse to pay for any diagnosis that the customer approved. The customer was charged $405.40 plus tax for the diagnosis. He originally was quoted and approved $940.79 plus tax through our electronic service. We did our best to help out the customer with the repair costs that the warranty that HE purchased from another company, would not cover. The customer also mentioned that he had taken to other shops and they refused to work on the vehicle due to the warranty company that was used. 

  The customer also had a $150.00 deductible he was supposed to pay. So, in total the customer should have paid $1,090.79 plus tax. the customer only paid $434.79, with our company absorbing the remaining $656.00 to help him out. Upon completion of the vehicle the customer showed up with $198.00 in ******* and pennies. He was advised we would not accept the change unless it was properly rolled and tagged by a financial institution. The customer called the police and the police agreed with us, and couldn't believe the childish behavior and had the customer have the coins rolled. 

  We went out of our way to help this customer and this is what HE does? We saved him money, we clearly explained what he would have to pay and he goes out of his way to pay with pennies and *******. He should be thankful we helped him as much as we did. As we are concerned we are completly done with this customer and will do absolutely nothing further for him and his childish actions now or in the future. Perhaps he'll think about his actions and be grateful for the assistance we did do, unlike the other dealers that would even help him. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20882929
  
  I am rejecting this response because:
  ***** told ***** to that the warranty approved the 5 hour diag and now I approved it? Seems questionable. ***** is lying and cant keep her lies straight 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Business quoted a price for a service over the phone and charged a higher price when vehicles was brought in. This is false advertisement. I set up an appointment for an alignment and was quoted $89.99. I showed up for the appointment and they charged me $140.00. The explanation was that the person who quoted the service was on a call center in **** and didn't give me a price for the **** market.

  Business Response

  Date: 10/23/2023

  We truly apologize for your most recent experience with our appointment scheduling department. Please know that we have made some changes to the way calls are handled. Upon further investigation, we found our **** BDC, not the ********** BDC, actually quoted the incorrect pricing due to referring to a menu that wasn't updated. We are correcting, training and updating the pricing menu, as to not let this happen again. We sincerely thank you for bringing this to our attention and apologize again for this mistake.
  
  We are in process of refunding the amount of your service.

  Thank you, and we hope that you will continue to trust us in servicing your automotive needs in the future. 

  
  
  
  
  

  
  

  Customer Answer

  Date: 10/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising 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.

  Despite telling the dealership I had already secured my own financing and that I had no interest in financing in-house, the dealership performed a hard inquiry on my credit without my knowledge and consent. I have tried to come to a resolution to this situation 4 different times with the dealership to no avail. The onus is on me to correct this illegal act the dealership committed, and despite a half-hearted apology, nothing else was done.

  Business Response

  Date: 10/30/2023

  As a business practice we pull credit on all of
  our customers to confirm identity and protect against fraudulent applications, this is a common practice in the auto industry. The customer provided a completed credit application with
  electronic consent to make the inquiry. Please see the attached signed copy of authorization. 

   

   

  Customer Answer

  Date: 10/30/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Performance Honda Bountiful continues to ignore the fact
  that the dealership had ZERO reason to pull my credit because I informed the dealership
  I had secured my own financing. Any information given to this dealership was
  given under the understanding that 1. I had my own financing ready, and 2. My information
  was to be used to identify my account w/ my credit union and for the dealership
  to receive the loan paperwork from my CU to finish the paperwork at the
  dealership. 3. If there was any paperwork signed by me concerning a credit
  application was because the dealership told me it was needed to finish the purchase
  of the vehicle NOT TO PULL MY CREDIT AS THAT WAS ALREADY DONE WITH MY CREDIT
  UNION. 4. In sum, this dealership obtained a credit application from me under a
  ruse citing how they were expediting my paperwork to make it convenient for me
  but what they actually did was deceive me to obtain my credit profile when it
  was not necessary to do so because I had already secured my loan w/ my CU.
  
  
  
  Sincerely,
  
  
  
  ****** *******