Unprofessional Customer Service, Contradictory Appointment Reminders, and No Cancellation Notice…read more
I had an extremely disappointing and frustrating experience with Concept III Performance in Santa Fe Springs.
On October 1, 2026, I scheduled an appointment for October 23 at 3:00 PM for my 2014 Nissan Rogue.
I initially received an automated message explaining that my appointment was pending approval and that someone from their team would contact me regarding an estimate, electronic signature, and deposit.
I understood that these steps were part of their process, so I waited for someone to contact me as promised.
After two weeks without any follow-up, I reached out on October 15. However, I did not receive a substantive response until October 22, just ONE DAY before my scheduled appointment.
They had approximately three weeks to contact me and complete the necessary arrangements.
I responded to their questions about my vehicle to the best of my ability.
What makes this situation particularly unacceptable is that I received BOTH a text message and an email regarding my scheduled appointment.
At no point did anyone communicate to me, by phone, text, or email, that my appointment had been canceled or would be canceled because the required steps were incomplete.
Instead, I continued receiving appointment reminders.
On October 23, I arrived at approximately 2:22 PM for my 3:00 PM appointment and sent a message letting them know I was early.
An employee came outside and informed me that I did not have an appointment. When I clarified that my appointment was scheduled for 3:00 PM, he explained that it had been canceled because the estimate, signature, confirmation, and deposit had not been completed.
That was the FIRST time I was informed that my appointment had been canceled -- after I had already driven to their location.
How is a customer supposed to know an appointment has been canceled if the business never communicates that information?
Am I supposed to assume that an appointment has been canceled despite receiving reminders stating otherwise?
I understand that appointments may require approval, deposits, and documentation. I have no objection to businesses having these policies.
My issue is with the complete lack of follow-through and clear communication.
I even offered to proceed with a diagnostic evaluation instead, hoping to make something productive out of the trip. Unfortunately, the employee's response was dismissive, and his manner of speaking came across as rude and unprofessional. The person accompanying me independently noticed his attitude as well.
I work in a profession where appointment scheduling, confirmations, and patient communication are part of my daily responsibilities. I understand firsthand that proper communication is essential.
If an appointment is canceled, the customer needs to be explicitly notified. Sending appointment reminders while failing to communicate a cancellation is contradictory and misleading.
I discovered this business through social media and was genuinely excited about the possibility of finding a reliable mechanic.
Unfortunately, my experience did not reflect the professionalism I expected.
I currently live in Pico Rivera, I took time out of my day to travel to Santa Fe Springs, only to discover upon arrival that my appointment had been canceled without my knowledge.
This experience demonstrated poor communication, a lack of accountability, and dismissive customer service.
I cannot recommend this business based on how my appointment and concerns were handled.
DO NOT CONTACT ME!!!
