Complaints

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12th. I got a 1box for my semi truck replace. I paid 17k . I got my truck back after 1 day ************* come on. I took to another freightliner to resolve. They said it not the 1box. It the sensor. Paid ****. After 1 week my check engine come on and truck died. Towed to ****** Premier Freightliner. They said the filter in thr 1box crack. Premier Freightliner fix problem. TAG Ttrucking paid for because it under warranty with 1box. Next day truck died again in ******* *****. Towed to ********* Truck Repair. They said 1box is a LEMON. IT DOESN'T WORK. Also the 1box damage the fuel pump and EGR. I call Tag Trucking for refund and pay for expenses that 1box damage. They said 1box cannot damage fuel pump and egr. I said tell that o the ********* mechanic. TAG TRUCK REP ******************* said to send phone. I email ********************* from Tag Trucking the invoice from ********* Trucking. They never call me back or got in contact. June 11th I took my truck to ********* Truck repair.

  Business response

  11/14/2023

  Complaint related to Repairs to 2015 Freightliner Cascadia VIN# *****************

  Customer,*******************, brought his ********************** referenced above to our ******, ** Dealership on May 12, 2023 with a Check Engine Light on and the Customer had not been able to perform a Manual Regen of the Aftertreatment System.

  After Troubleshooting, we gave the Customer an estimate for needed repairs to the Aftertreatment System on the Truck and Customer agreed to said repairs.  (See Attached Signed Estimate.)  We then asked the Customer for a $5,000 Deposit to begin the work.
  Customer gave us 2 separate Credit Cards for $2,500 each. The 2nd Card is the one the Customer disputed.  (See attached detail.)  We completed repairs to the Trucks Aftertreatment System on May 13th and the Customer paid the balance owed on our Service Invoice R680067342:03 in the amount of $12,042.98 on a Mastercard. (See Attached.)
  
  After the Truck left our dealership, he had an issue repaired by Truck Centers, *** on May18, 2023 for a failed Fuel Rail Pressure Sensor, which is not related in any way to the Repairs we made to his Truck. Our Service Manager spoke with a Service Advisor with Truck Centers, to confirm  that repairs at their dealership were not related to the Repairs we made.

  Then, the Customer took the ********************** to another Freightliner Dealer, Premier Truck Group of *********** on June 5,2023.  One of the New Diesel Particulate Filters we had installed failed.  The part had Freightliner Warranty on it and that dealer was paid under Warranty for the repair.  However, there was a $473.52 balance on Invoice *********, which our Dealership asked Premier Truck Group to bill us for, and we paid the $473.52 balance.  (See attached Follow up Repair.)
  
  We did, in fact, replace the One Box with New Genuine ******* One Box and Genuine ************* Parts for the *** Filters and NOX Sensors, all repairs come with a full 12 Month Parts and Labor Warranty good at any Freightliner Dealer Nationwide. Additionally, we have included a copy of the Tech Hard Card (See Attached) which indicate the ***** (Old Parts) were taken off the Truck and replaced during our repair.  As stated previously, one of the Diesel Particulate Filters, we installed that failed, but the subsequent repairs were performed under Freightliner (******* Diesel) Warranty and the $473.52 balance not covered under Warranty was paid by Our Dealership.  Customers Truck was repaired and back on the road, without further Out-of-Pocket Repair Costs.

  Customer then took the ********************** to ********* Truck Repair in *******, ** where they told him the Truck needed a new Fuel Pump and a new EGR Valve. Our Service Manager spoke to the manager at the repair shop in *******.  Again, these Engine Components were not covered under the scope of work our Dealership performed.  We repeatedly told the Customer that the ********************** has a full 12 Month Parts and Labor Warranty on work we performed that is good at any Freightliner Dealer Nationwide, but it only covers items repaired at a Freightliner Dealer.  

  If you have any questions, please give me a call at *************.

  *********************** - Finance Director

  Lonestar Truck Group / TAG Truck Center

  Customer response

  11/15/2023

   
  Complaint: 20792670
  
  I am rejecting this response because:
  I spent over $15,000 on towing and repairs due to TAG Trucking poor quality of work. My truck died twice causing me to lose work. Not to mention anxiety and stress. This is not professional quality work. I tried to take it Freightliner but they only patch the job and not fix. I believe I have been defrauded.  Attach is the statement invoice from ********************* which stated my truck broke down and won't start due to the exhaust pipe not tighten enough causing black soot to seep out  therefore damaging my fuel pump and egr. Also an Invoice from ********* Truck Repair saying that the 1 Box doesn't work therefore damage my fuel pump and 1 box. All this breakdown  cost me money. Tag Freightliner should have fix it the first time and I shouldn't have to keep wasting time and money taking it back to Freightliner. I would like to compensate for my stress, lost work opportunity, down time, repairs, towing.
  Sincerely,
  
  *******************

  Business response

  11/15/2023

  Complaint related to Repairs to 2015 Freightliner Cascadia VIN# *****************
  Customer, *******************, brought his ********************** referenced above to our ******, ** Dealership on May 12, 2023 with a Check Engine Light on and the Customer had not been able to perform a Manual Regen of the Aftertreatment System.
  After Troubleshooting, we gave the Customer an estimate for needed repairs to the Aftertreatment System on the Truck and Customer agreed to said repairs.  (See Attached Signed Estimate.)  We then asked the Customer for a $5,000 Deposit to begin the work.
  Customer gave us 2 separate Credit Cards for $2,500 each.  We completed repairs to the Trucks Aftertreatment System on May 13th and the Customer paid the balance owed on our Service Invoice R680067342:03 in the amount of $12,042.98 on a Mastercard. (See Attached.)
  
  After the Truck left our dealership, he had an issue repaired by Truck Centers, *** on May 18, 2023 for a failed Fuel Rail Pressure Sensor, which is not related in any way to the Repairs we made to his Truck. Our Service Manager spoke with a Service Advisor with Truck Centers, to confirm that repairs at their dealership was not related to the Repairs we made.
  Then, the Customer took the ********************** to another Freightliner Dealer, Premier Truck Group of *********** on June 5, 2023.  One of the New Diesel Particulate Filters we had installed failed.  The part had Freightliner (*******) Warranty on it and that dealer was paid under Warranty for the repair.  However, there was a $473.52 balance on Invoice *********, which our Dealership asked Premier Truck Group to bill us for, and we paid the $473.52 balance.  (See attached Follow up Repair.)
  
  We did, in fact, replace the One Box with New Genuine ******* One Box and Genuine ************* Parts for the *** Filters and NOX Sensors, all repairs come with a full 12 Month Parts and Labor Warranty good at any Freightliner Dealer Nationwide. Additionally, we have included a copy of the Tech Hard Card (See Attached) which indicate the ***** (Old Parts) were taken off the Truck and replaced during our repair.  As stated previously, one of the Diesel Particulate Filters, we installed had failed, but the subsequent repairs were performed under Freightliner (******* Diesel) Warranty and the $473.52 balance not covered under Warranty was paid by Our Dealership.  Customers Truck was repaired and back on the road, without further Out-of-Pocket Repair Costs. It is important to note that Our Dealership does not Warranty the Parts.  The *** Filter that was cracked, was a Genuine ******* *** Filter that had a failure, but as already stated, that failed part was covered under Freightliner (******* Diesel) warranty.

  Customer later had issues with the ********************** near **********, ** and called ************************* Mobile Repair, who repaired an Exhaust leak at the *** Filter.  We should note the Freightliner Dealer in ***********, who installed a replacement *** Filter under Warranty, would have been the last Dealer to have opened up the One Box, which may have caused the Exhaust Leak.  ************************* Mobile Repair also found the Truck needed the Fuel Pump replaced along with all 6 Fuel Injectors.  However, Customer did not have this Mechanic make those repairs.

  Customer then took the ********************** to ********* Truck Repair in *******, ** where they told him the Truck needed a new Fuel Pump and a new *** Valve. On the ********* Truck Repair invoice, they stated inaccurately that the One Box was not replaced. That is patently untrue. The only way, the cracked *** Filter was replaced under Warranty at Freightliner in *********** was because of our One Box Replacement.  Also, it is inaccurate that ********* Truck Repair alleged that an issue with the One Box or Aftertreatment System could cause an issue with the Fuel Pump, or Fuel Injectors or the *** Valve, since the Fuel Pump, Fuel Injectors and the *** Valve are all "Upstream" from the One Box or Aftertreatment System.   Our Service Manager spoke to the manager at the repair shop in *******.  Again,we re-stated these Engine Components were not covered under the scope of work our Dealership performed.  We repeatedly told the Customer that the ********************** has a full 12 Month Parts and Labor Warranty on work we performed that is good at any Freightliner Dealer Nationwide, but it only covers items repaired at a Freightliner Dealer.  
  If you have any questions, please give me a call at *************.
  *********************** - Finance Director
  Lonestar Truck Group / TAG Truck Center

  Customer response

  11/16/2023

   
  Complaint: 20792670
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

*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. ↩