Import Performance, Inc.

NEVER GO HERE!! I had an appointment! Took OVER hrs for an oil change & tire rotationI provided the oil & filter for my vehicle!! Then the Tech took MY vehicle to get lunch!! My truck has (1) cup holder, he got out of the truck with (4) fking drinks & multiple bags of food from Bojangles!!! Then the Tech decided to eat his lunch before bringing in my paperwork!! What the fk I don't know how there are good reviews on this page as my experience was obviously terrible!!!

the drain issue with my car was not fixed and actually worse than before I brought it in to Import PerformanceRepair Order #[redacted]On January 21, 2014, I dropped off my [redacted] at Import Peformance to have the sunroof drains cleaned and the oil changed. When I picked up the car, I was assured that everything had been completed and was in working order. Thus, I paid $212.03 (including the oil change) by credit card, only to find that with the next set of rain (which occurred about two weeks later), the issue was not fixed and actually worse than before. Previously, water would accumulate on the back passenger floorboards only. After taking it to Import Performance, water was along the door frame, headliner, and leaked into my trunk. On February 5th I returned with the vehicle to Import Performance and indicated the repair was not performed properly and waited over 4 hours. During that time I had to continually ask about the status of my car as no one took the time to update me on the situation. I received various reasons as to what may have caused the issue, the receptionist informed me they think my drains were cracked while the individual who worked on the car stated they were not cracked, punctured, or loose. He then stated they would have to remove the headliner of the car, which would require an additional half a day of labor, because they could not locate any problems. I was subsequently informed by the receptionist I was "free to go once they pulled my car around." Management never came to me to address the issue and how they would resolve it, I found their lack of service and professionalism especially with management, unacceptable. I emailed [redacted] on February 19th (letter, repair order and receipt) requesting a refund at minimum since the issue was not fixed and their "repair" caused further problems. I requested a response by February 26th, I have yet to hear back. Desired Settlementfull refund for service on January 21Business Response We have received notice that [redacted] has been unsatisfied with her service at our facility. However, we completed her service and repair per customer request. When[redacted] made her appointment, she requested her sunroof drains be cleaned due to the forums she had read online about that being the cause for leaking water inside the cabin. With that being said, we made her aware on the date of the appointment that without us performing diagnostics, we wouldn't be responsible for reoccurring problems because we had not pin-pointed the problem. When the customer returned, she had not called or made an appointment for that day, but upon arrival we did the best we could to work her in and see what we could do for the "bigger water leak than before". In an attempt to rectify the problem, we simply stated that if the customer would like to pay diagnostics, we could then proceed to take down the headliner of the car and have a closer look at the situation. The customer had stated she would not be paying anything further, nor did she have the time that day to wait for such. During her wait, the technician ran water atop the car for quite some time and reported he had not seen a drop of water in about 30 minutes. We then proceeded to examine headliner for any residue we could trace to give us a smaller location to check in depth. Again, the technician reported seeing nothing out of the ordinary and was not able to duplicate the problem. He then strongly urged customer to allow us to take headliner down and accurately diagnose the leak but the customer had stated we "wasted enough of her time" and she was very displeased in our facility and would not be returning. In Agreement, we would like to do right by the customer, but we would like her to understand that we have done everything that has been requested of us by far. Enclosed as well are the documents pertaining to the issue at hand. The highlighted portions state what services was requested as well as what advice the technician gave after completion. It was stated that no leaks were ever found, but the drains were partially clogged before service was performed. Thanks,Import Performance

NEVER GO HERE!! I had an appointment! Took OVER 2 hrs for an oil change & tire rotation. I provided the oil & filter for my vehicle!! Then the Tech took MY vehicle to get lunch!! My truck has (1) cup holder, he got out of the truck with (4) fking drinks & multiple bags of food from Bojangles!!! Then the Tech decided to eat his lunch before bringing in my paperwork!! What the fk I don't know how there are good reviews on this page as my experience was obviously terrible!!!","neg-1

Miss diagnose on repair to car cost for repair more than the car is worth.Repair order [redacted] miles. I took the car in for diagnose March 23 2015 to see if it was worth repairing the engine had a knock.[redacted] call me 3/26/15 to let me know it was worth fixing it was the oil pump the cost will be $1,650 I said ok fix it. Two days later he call again the timing and the gears had to be changed It was going to be a total of $2,500 I said ok again I was already in it for $1,650. A Week later [redacted] call me again letting me know the lifters and rods were bad and had to be replace. He told me the total was going to be $3.500 if I did not get it fix the car will still have a knock. I said ok fix it because I'm already going to have to pay $2,500 and did not want a engine with a knock. Weeks went by on 4/30/16 I got phone call saying my car was ready. I went to pick it up 5/01/15 the bill show $3,737.91. I paid him $3,500 cash. told him I was planning to drive the car to Ohio the 5/13/15 he said it will be ok. I drove the car to work Saturday morning the next day it was ok, on the way home from work the oil light comes on again. I did not have the car 24 hours and I had it towed back. Three days later I call to see was the car repaired. I was told it was ready. I pick it up at no cost to me. He told me the oil tube had some trash in it.Drove it for two days again and the check engine light come on. I called and spoke to [redacted] to let him know about the light he ask was it flashing I said no. I told him I just filled it up with gas and I a will check the gas cap and drive it a couple of days to see if it will go off he said ok.I drove it but it stayed on. I carry it back to him two days later I stop back to check on it. [redacted] came out to tell me the turbo was bad and the heater core was leaking. The turbo was going to be $1750 to fix and the heater core was going to be $800. I told him the car wasn't worth it and that's why I took it to see was the car worth fixing. And I don't know if turbo went bad went the oil light came on the second time. I went on vacation having to rent a car. When I got back I took the car to the [redacted] to get diagnose on check engine light. They found a purge valve not plug in and offer to repair the turbo for $828.39.I went back and talked with [redacted] in private telling him about [redacted] and someone at his business had remove my license plate frame from the front of my car. He said he would replace the plate and did not offer anything else. This was on 7/7/15 and I haven.t heard anything from him.Desired SettlementRefund $828.39 to get [redacted] to repair the turbo. Or his business repair the turbo at no cost to me because I feel mislead the whole time from a miss diagnose. And still want to over charge me on the tubo.Business Response We at Import Performance feel as if we have been misunderstood. As well does a returning customer of ours, [redacted]. We have conducted respectable repairs and business with Mr. [redacted] in the past as well as his most recent visits. However, with the vehicle gradually gaining miles and getting older there are some things that cannot be foreseen until the problem or symptom arises. Mr. [redacted]'s [redacted] has roughly 184,000 miles and was originally brought into the repair shop for the engine knocking. After diagnosing his concern, we came to the conclusion that there was low oil pressure due to engine sludge that may have been caused by lack of maintenance. This led to the oil pick up tube getting restricted thus causing low oil pressure and premature connecting rod bearing wear creating the engine knock. Also, the rod bearings were stated to have been worn due to driving the vehicle with low oil pressure. Specializing in these types of vehicles we are able to recognize the symptoms of the issue and test necessary components based on our knowledge and experience. With that being said, this certain issue with the oil pump is common for the [redacted] and other models alike in engine. In not maintaining proper oil change intervals, these engines will build up sludge in the oil pick up tube and put more strain on the pump itself. Putting a solution to the problem was never an issue, apparently it was what would unexpectedly come next that would start to cause suspicion. As for the "timing and gears had to be changed", this issue did come after the oil pump had been replaced and a decent amount of sludge cleaned from the engine compartment. The timing chain tensioner blew out when proper oil pressure could be sent throughout the engine. Technically meaning our solution/repair was a job well done. But when the timing chain tensioner gave way, it caused intake valves to bend and need replacement also. In having high miles, sometimes unexpected things like this happen and the repair shop to take on the job is now at fault due to poor maintenance on the vehicle's owner's part. At this point, we have put more time and effort into a vehicle than what is actually being billed because of sympathy for the customer. The technician then proceeded to have to remove the cylinder head and send it off to have it checked/repaired. He then removed the oil pan for the second time due to sludge and pieces of the chain tensioner clogging the oil pick up tube recently installed. Once these areas were cleaned and free of any debris the vehicle was reassembled and test driven. The technician is confident in his diagnosis as well as the repair. At which point the customer was notified that the car was running much better and performing at its best. The vehicle was picked up the customer and then towed back for a blinking oil pressure light. The technician removed the oil pan for a third time, cleaned the oil pick-up tube once again and reassembled the vehicle. The car was yet again driving and performing as it should. The customer was notified and the vehicle was picked up. The customer returned with the car a few days later for the check engine light illuminating and a coolant leak. Seeing as how the issues brought back were unrelated to the repair previously completed a new invoice was opened under [redacted] The check engine light was diagnosed as the turbo failing due to fault codes stating the turbo is under boost and the coolant leak was diagnosed as a blown heater core. All of this information was given and stated to the customer at which point he was unsatisfied with what he was hearing and felt taken advantage of. However, this is not and was not the case at all. When originally asked if the car was worth the first repair, the answer was yes. That response was based on the current condition of the vehicle at the time and the problem we saw fit to repair. We cannot predict the unknown, especially on a high mileage vehicle. Having foreseen the problems that arose for Mr. [redacted] we would not have suggested to repair the vehicle, but there was no indication of further issues at the first visit for service nor the second, but only on the third when the issue came up. We do apologize for any inconveniences we may have caused the customer. This includes the front license disappearing. We do not have any recollection of taking the license plate off or any reason or use for it, but in doing right by the customer, we replaced it at no cost to him. This can be shown on [redacted].