Performance Ford Truck Country — Local services in Woods Cross

March 30th, we purchased a used car here. Isiah (the salesman) said that on all of their used cars they do a multipoint inspection & joked he could not remember how many points. He said the car was not certified, but in good working order, did not know anything wrong & passes emissions. W/ fees, registration, taxes & forced oil change package, it was a bit out of the price range I wanted to spend. At this time they were ready to REGISTER the car if we could make a deal. The total price was over what we wanted to spend, Isiah said he could sell us the car as a ‘Taxable Tow-away’ (I have never heard of this) to help bring down the cost & we could register the car ourselves. I confirmed again the car would pass emissions & requested a copy of the emissions cert. Isiah said he had to check w/ his sales manager, left for a moment came back, said we could get a copy of the emissions cert for registration. We signed w/ Shane C, confirmed again we could get a copy of the emissions cert. We were told to come back on 04/01 to pick up title & emissions cert. 04/01 came, no title, it was sent off to the DMV & no emissions cert. We kept calling to get the emissions cert & w/out luck. Stopped by on 04/10, explained to a guy at the desk I just needed the emissions cert. He looked the car up & said he would check Isiah’s desk. He came back with the emissions printout that you keep in the car, NOT the cert you use to register the car. The printout showed that the car passed emissions, I was happy to have confirmation & went on my way. We had the emissions done and the car FAILED EMISSIONS! WE WERE TOLD THERE WAS EVIDENCE THE PCV HAD BEEN TAMPERED W/ TO GET A PASS. Our mechanic confirmed the car would not pass emissions & the PCV was indeed tampered with to get a pass, the exhaust manifold is cracked requiring replacement of the catalytic converter. In addition, the car battery failed/needs replaced, the rear brakes are at 2/32, rotors have visible grooves, front sway bar links have play/needs replaced, & right CV axle is leaking grease from the outer boot/needs replaced. Items that I have listed are all Items that if the car really had been through a multi point inspection like Isiah said would have been caught. Especially the fact that the car DOES NOT PASS EMISSIONS!!! We reached out to Isiah about the car not passing emissions, not expecting any other repair items to be resolved as it was not part of our sales agreement. We wanted the emissions issue to be resolved or take car back & refund our money. At first Isiah was nice & understanding, said that he had to speak with his sales manager. We were passed off to the general manager (Bobby), & then to the service department where we were told not their problem & that they did not believe the car would not pass emissions. Now no call backs after calling multiple times and when finally speaking w/ Isiah again, who is now a total jerk about the situation, refuses to give further information (I think because he knows we have caught their dishonesty and hopes we will just go away). It is now 05/04 with no resolve. I hope that sharing our awful experience lets others know that even a so called ‘reputable’ dealer may not be honest, nor forthright about a car that needs so much work. They were WILLING TO REGISTER A CAR THAT DOES NOT PASS EMISSIONS and send us on our way without communicating all of the issues the car has. And don’t forget about the PCV tampering to get the emissions to pass, isn’t this fraud? At the very least, the car should have been listed as a mechanic’s special or not sold to the general public at all. Thankfully we have in writing the emissions as part of our purchase so we are filing a complaint w/ the CPB, DMV and reaching out to our attorney. Shame on Performance Ford/Truck Country. Beware if you are looking at used cars at Performance Ford/Truck Country; they will say/do ANYTHING just to sell a car.

The response from "owner" is not true! They were willing to register the car. They did not offer the taxable tow away until after we said price...

**UPDATE: After posting this review, I received a call from the manager 20 minutes later. I was on the other line, he left me a voicemail, I called him back 10 minutes later and left him a voicemail. A few days later I left another voicemail, then a few days later another voicemail. Then the “owners response” showed up as a response to my review saying they’ve been trying to get a hold of me, so I even called back again and a few more times after that. They have no interest in talking with me about this. Now I’m starting to wonder if it’s not because my name is “Jorge.”

I have been extremely disappointed with my experience here from top to bottom. I brought my Expedition in for an audible clicking noise coming from my manifold. After asking for an update after five days the tech texted me that they believed they had identified the source of the sound, but that they’d have to remove the front part of the motor to properly diagnose it. This would cost $520 but would go towards the cost of the repair. I told them to go ahead. After a few days and no word, I texted for an update. The response was they were “still trying to get it all apart so we can give you the best information.” A few days later I again asked for an update and got no response. I stopped by and was not given any information. The next day I get a text that it’s the “Cam Followers” and that it would only be an additional $470. I told them to go ahead and do it. At this point we had to cancel a trip to St. George because they had had my vehicle for 12 days and I still had no car. I picked it up two days later, and as I pull out of the parking lot this same clicking noise starts up again. I texted my frustration (and a ridiculous text conversation followed), and brought it back the next day. The tech who worked on my car got in with me to drive it, and after I pointed out the clicking said, “yea, I heard it after we finished.” AND YET YOU TELL ME IT WAS FIXED?? I asked if he checked the manifold, and he said he did but that when there is a crack or leak there is usually soot around the seam, and there wasn’t any evidence of that. The took my car again, and promised me a quick diagnosis. I get a picture later that day of my manifold with the catalytic converter that had been air hammered closed. He said that unfortunately I would need a new catalytic converter, which was another $880 if I went aftermarket. I asked, “Is it apparent that air is leaking out from there? Meaning, if it’s replaced is that sound going to go away. I’m ill thinking about how much I’ll have spent at the end of this.” He responded, “Yes it is coming right out of there it just puffs out of there the whole time its running and gets worse with RPM and pressure from the engine.” This completely contradicted what he and the tech told me before, that they had seen no soot coming from the seams. But, I told them to go ahead and fix it. A day later I pick it up, pull out of the lot and the noise is the exact same, same location, no change. I texted my frustration back, to which was responded that if I could find the receipts from the previous shop they could warranty if it was Ford parts that were used…this AFTER I’ve already spent over $2k on this fix. That was never offered the first day. That day I called Performance Ford’s main line, explained to the customer service rep my situation and that I wanted to speak to a manager, but then hung up while on hold because I was too mad. I received a call later that day from a manager, who expressed concern over my experience and said he would delve into it and make sure I was taken care of. He let me know he’d call me back in a few days. This was 10 days ago at this point. This is the first negative review I’ve ever written, since I always just brush it off if I’ve had a bad experience, but I have never experienced this deception. I'm sickened at how I've been treated. And still waiting for a phone call....

Strike three…. Looking for RV service. I made an appointment about a month out to have a couple of things looked at. When I showed up for my appointment, I was informed that that was just to get me in the lot, and now my RV would sit for another few weeks in the summer sun, unusable, before even being looked at. I asked if they could look at one thing while I waited and after several hours of waiting, they found the issue but said we’d need to reschedule for the following Monday, bright and early. They would fix it quickly before they got busy that day… I was in front of the garage door before they opened, and a different service writer (only one of them works with the RV owners, and he wasn’t there that morning… yet) informed me that that mechanic and service writer wouldn’t be in for several hours that day, and then lectured me about how they mostly do fleet truck service, not RVs, and I should really go elsewhere for my RV work. Frustrated, I drove away. Strike two. The RV service writer was kind enough to reach out to me later that day and apologize as he had an unexpected medical issue come up. (Not sure where the mechanic was.). He promised that if we tried again the following week, I’d be the first in and we’d get my little problem solved. (It was determined that one wire needed to be replaced to my drivers seatbelt receiver.) The following week, I showed up again, bright and early, and while the RV service writer was there, the mechanic wasn’t scheduled to be in until a little later. (I understood I would be there about an hour before the mechanic arrived, in order to be first in line. No problem. ). As the hours dragged on that morning, it became evident that for whatever reason, that mechanic would be late that morning. Evidently he had sent several texts to the service manager saying he’d be right in. He never showed. I waited four hours (5 if you include the early arrival) for him to show before giving up. Strike three. It should be noted that the RV service writer was professional, and polite throughout the experience. Unfortunately, others who work here are either exceedingly unreliable, or dismissive. (The SW who informed me that they really don’t work on RVs, and are mostly about the fleet truck service.) Indeed, they held all the cards as their lot was packed full of trucks waiting to be serviced.

Normally, I give good reviews when warranted, and say nothing when the experience doesn’t go well. (Benefit of the doubt.) But because this was three of the worst encounters ever, I feel the need to warn others. I work for a major employer here in SLC, with a massive vehicle fleet of various makes and models, including Ford chassis trucks. Unfortunately, I cannot encourage my company to send our business to...