Complaints

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Monday 8/22/22 around 10 am my truck blew a airbag backing into a loading dock to get unloaded which caused the drive shaft to break the bolts holding the u joint to the front drive axle ****. Mechanic came out a few hours later and diagnosed and started working on truck. After fighting with it all day they decided to order a new ****. New **** was 2 days out. While driver was waiting a stop engine light came on and tech went back out and determined a sensor went out in which i had in the truck. Mechanic changed it and did a forced regen. 8/24/22 new **** came in. Received a phone call at 11 pm saying mechanic was finished installing new u joint and **** and demanded payment of $4200. Sent pictures of debit card and my license but informed him i had a daily limit on the card and could not change it at 11 at night. Refused and i had to call and wake up our safety director to get a com check in which def could of waited till the next day. Immediately after driver left the next day trucks cruise control did not work. so i informed the driver to bring it back to louisiana to get checked. In route the brand new u joint that was just installed came apart on 8/26/22 which damaged the driveshaft. I emailed the shop to inform them with no response. Sent a wrecker to pick up the truck and bring it back to louisiana which was another $3000. Still have not received the bill for new drive shaft and ujoint. Called 8/29/22 and spoke with manager to inform him of situation in which he told me send pictures in which i did with no response. Called back 8/31/22 and was informed the bosses and mechanics are all out till after labor day 8/1/22. Called back 8/7/22 and was informed the bosses were in meetings and would call me back when they were free. Here it is coming into 8/9/22 with no response to my problems.

  Business response

  10/13/2022

  8/22 we had been called out to make repairs, as stated **** needed to be ordered along with u joint. In between waiting for the **** we had pulled engine codes and found the customers part was what was needed. Removed and replaced def level sensor. **** then came in on 8/24 and we finished installation mechanic has over 35 years of mechanic experience, i'm unsure at this time if part was defective or if something was wrong with install. Due to not receiving a phone call truck was broke down, we were unable to make proper diagnosis and make the appropriate decisions to get the customer handled. He states in his complaint we demanded 4200 dollars. Upon completion of any repairs payment is due. Also noting this is a company we do not have a established account with. Unfortunately he had a credit card limit and was unable to pay when completed so we had to await comcheck payment.  He states it clearly could have waited, but with any repair without having proper paperwork received, no company would trust to let a truck leave with 4200$  bill remaining open. Especially with no past history with this company. Customer states cruise control doesn't work but repairs we made wouldn't have caused this issue.  We did driveshaft work, u joint and ****, and airbag replacement. Replaced a def level sensor and performed regen. Customer called and stated that we changed parameters inside his truck. We do not have software that allows changes like that to be made. With that being said this is not a correlating issue. Following up on this when a truck breaks down we do not have office personal that can always check email we would like calls to be made that would allow us to handle all issues in a timely manner. He did call and state cruise wasn't working but did not call and make us aware that truck was broke down with a driveshaft issue. Whenever there is a defective part or an issue with workmanship. Work is expected to return back to our shop, this allows us to diagnose issue and allows us to warranty out any defective parts. We did not receive a call with any of this information until 5 days following repair and they had made decisions to spend 3000 for towing. Repairs were completed on 8/24. Following up he had called when the owner was on vacation in which started 8/29, he is the only one authorized to make these decisions. If he would have called instantly on the day of breakdown, the owner could have made an instant decision to get the customer taken care of. Upon speaking with the owner he stated we would have had to of been notified of breakdown and we would have been able to warranty out part when we had in hand and make any repairs necessary at that time. We do not like to have others shops diagnose because at that point anything could be said and we wouldn't be able to verify what damage was done and what repairs were necessary, and or take the appropriate action. We also have our own tow truck under Wade's Towing & Recovery LLC and could have made arrangements to get this unit towed back to our shop. Without customer contacting us in a timely manner there isn't anything we can do at this time. 

  Customer response

  10/14/2022

  
  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,
  
  ***** ********

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