Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 1st my son-in-law stopped in to pick up parts and asked if we need an appointment to pull codes for a check engine light. We were told no, just stop by. They will pull codes for FREE. On 10/7/24 we dropped the truck off, they said it would be an hour and a half wait so we left it. 10/8 service writer called said we have 5 hours into it and still having troubles pulling codes.. do you want us to continue. I said I wasnt going to pay for that time, it was supposed to be free. Then they finally got it to communicate and said the sensor was bad. Ordered sensor, put it in said the truck was done. I got in it and had no speedometer. Took back to the dealership and they said it would be an hour to get it in. I stood in the waiting area for 3 hours. They couldnt find broken wire, so ran a new wire. They were going to charge me $600 to fix wire that they broke. I disputed the time and they took it down to 1 hour. I paid and left. When driving down the road home, there is no high side to transmission, they hooked wire to wrong side of speed sensor . They then took it right in. 1-1/2 hours later , they came and said it was done..I spent an entire day there. When I was told it was done. We farm, and this is a crucial time of year.I have never been treated so poorly in all my days. I have been a diesel mechanic for 45years. The only reason I brought it there is to pull codes. I could have fixed the problem myself. I will never return to this dealership again.

  Business response

  10/30/2024

  Please remove this from our business, as this complaint was for a different company not owned by the same family. 

  
  I spoke with **** *********** and confirmed that his recent service experience was with Truck Center Companies in **********, **. I informed **** that we are different companies, but that I would reach out to their manager and speak with him about Marks issues. I called and spoke with the service manager ***** ******* and forwarded the BBB complaint at his request. ***** assured me that he would reach out to **** to resolve the issue after speaking with his GM. 
  
  Truck Center Companies
  ******************************************************************************************
  ************
  Service Manager : ***** *******  *************************************************************
  General Manager : ***** *******  *************************************************************
  
  I did reach back out to **** to let him know that I spoke with ***** and ***** would be reaching out to him to try to resolve the issue. 

  
  

  Business response

  11/12/2024

  When the customer's son-in-law arrived our Service Advisor went out to the truck to attempt to pull the fault codes.  He was unable to pull the fault codes due to issues with the J-1939 connector.  At that time we offered to write the truck up to bring into the shop for diagnostics.  The customer approved and we followed our documented process as we do for every customer.  ********************** communicated to the customer as to what repairs were needed, once approval was granted we proceeded with our repairs.  As soon as the repairs were completed the customer came to pick up the **********************, on departure he found his speedometer was not operating.  This is an older truck and was unrelated to the original complaint of the customer.  We let the customer know we would get his ********************** back in **** to figure out what had happened.  Our technician had found a faulty wire between the *** and the vehicle speed sensor.  Since this was a separate issue from the original complaint, it should have been the customer responsibility to pay for the repairs.  In order to try to ensure the customer would have a good experience, we adjusted the bill and reduced it by 50%.  The customer was still not happy and threatened to never come back to our place of business.  He was informed several times that we have no way of knowing when a wiring issue or any truck issues are going to happen, apologized that this had happened to him, but we still needed him to pay the remaining portion of the bill.  Our technician did have a mistake when fixing the speedometer resulting the transmission to not engage in the high side gears.  When this was brought to our attention we pulled his truck back into the shop as immediately as possible and make the required repair at no charge to the customer as this final issue was our responsibility.

  We are an Elite Support Dealership and strive to provide the absolute best customer experience to every customer that comes to our dealership no matter how big, small, or frequent they come in.  This repair is one that happened to not flow as the customer wished it to, lead to additional unplanned repairs, and yes an unfortunate mistake by our technician.  I feel we went above and beyond, making every attempt possible to help this customer and have him leave our dealership happier than when he arrived.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased a semi truck on january 3rd 2024 from truck center companies in altoona ia 2021 Freightliner PT126SLP ***************** Value: $ ********* Lien Holder:Daimler Truck ********* Services USA, LLC ******************************************************* I went to pickup the truck in salina ks Upon driving it home i noticed alot of shaking and vibrations and truck was wandering On the road Called *********************** at truck center companies in ******* who is the sales person i dealt with he said to keep him posted I did alignment on vehicle and the situation just keeps getter worse I finally gave in and had ***** from md alignment look whole truck over and found that truck has been in accident and has frame damage After that i took it to ***** at collision solutions in ********** and he had his frame tech inpsect whole truck and found passenger side frame rail is 3/8 of an inch moved forward from a collision on driver side front end He found evidence of collision hood has been painted paint is darker on hood then rest of truck Driver side fog lamp does not match passenger and the lower bumper and grill inserts do not match original I have tried contacting ****** but once i mentioned what problem is he has ignored all my cals and emails ever since I contacted the loan department and they have been ignoring me as well The quote for repair starts at 3500$ up to 25000$ depending on how bad it gets when frame shop gets into repair I was advised to not drive this truck as it is a hazard and not safe because truck is fighting the road and dog tracking frame crossmembers could come loose suspension pieces could brake drive line is off set could fall off all these problems could cause a serious wreck I am just trying to get this resolved and they would not work with me in any way nor do they respond to me

  Business response

  04/29/2024

  Our lines of communication have been very open with this customer, and we have talked with him many times. He had driven this unit back from ****** Kansas without any complaints to our salesman a side from a cracked windshield which we took care of. We informed the customer to bring the unit to our shop multiple times because the unit has warranty remaining on it. He did not bring it to us he instead took it to two different shops in the area. Truck Center Companies does not have any knowledge that this unit was ever in a wreck. We believe we have gone above and beyond to help and communicate with this customer. Thank you

*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. ↩