Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a truck from Rush Truck Center in *****, Ga on 9/26/2024. Since then, the first 2 weeks of the purchase the truck was found to not have any air brakes except one. The air conditioner needed a motor. After losing business for over two weeks the truck was returned, fixed under warranty. Next, December 19, the truck had an engine issue. It was serviced in September and placed on the computer and checked but the engine failed. Since that date, the truck has sat in Rush Truck Center and finally on 1/7/2024 I was told the Truck engine would be fixed under warranty. I had to pay over ****** to get it towed and we have not been able to haul any freight since the 19th of December. The Truck has obvious problems and was sold with the promise it was solid and a ******* warranty was purchased. We cannot work and I am asking for damages, for them to either fix the truck and make sure the purchase I paid over ********* for the vehicle is in drivable shape with not problems with any other parts or to refund my purchase price under the lemon law and the money I have lost because of it being done. The company has not offered a vehicle even though I asked the service manager who said it was not under the warranty, and they have taken their time to fix the vehicle and return it to me.

  Business response

  01/22/2025

  I am sorry for the inconvenience of your truck having an issue. You purchased a used truck with aftermarket warranty. **** ***** cannot foresee an engine failure happing 3 months after you purchased the truck. The breakdown happened during the Christmas and New Years holidays which did cause delays with the parts needed to complete the repairs, this is not in Rush Macons control. **** ***** did everything they could to get your truck repaired and returned to you as fast as they could. The warranty did cover the repair cost 100% with no out of pocket expense to you. **** ***** will be happy to reimburse you for the tow bill if you can give them a copy of the tow invoice. Rush Enterprises does not pay for down time or lost revenue. No refund will be provided to you.
  

• Initial Complaint

  12/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rush Truck Center failed to properly diagnose the issue with my truck, causing me to incur an additional $4,000 in repair costs. I provided evidence from a third-party technician, but you rejected it and did not correct the mistake.

  Business response

  12/19/2024

  Mr. *****, I have reviewed both service repairs performed by Rush Truck Center **************. The first failure was the number 2 fuel injector. The second failure is the Turbo VGT actuator. These are two separate and unrelated failures. RTC ************** has done nothing wrong and did not misdiagnose the repairs to your truck. You took the truck to Premier Truck Group and their diagnoses is the same as Rush Truck Center. Premier Truck Groups estimate is $1,203.79 higher than Rush Truck Centers estimate for the same repair. Since these are two separate and unrelated failures Rush Truck Center will not be providing a refund for the first repair. Rush Truck Center would like the opportunity to repair your truck at the lower price.
  

   

  Customer response

  12/19/2024

  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.
  
  Regards,
  
  ****** *****

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased AND paid for a part costing over ***** for our tow truck WAY back on 8/30/24. On 9/4/24 we emailed Rush Trucking asking for a tracking # as it had been 5 days since we heard from Rush Trucking and STILL had no tracking number nor communication from them. We ALSO called Rush Trucking in *******, ***** that same day and were told "it left our ******* warehouse on 9/3/24 and you should have it 9/5/24. On 9-5 we again contacted Rush Trucking checking on our order as it had not yet been delivered and learned it WASN'T EVEN SHIPPED from the factory until 9/4/24 and that IT WOULDN'T BE DELIVERED UNTIL 9/11/24. On 9/10/24 we contacted Rush Trucking and "**** ****" stated "its still in ********** and we have requested a replacement". We have since contacted "**** ****" with Rush Trucking 3 DIFFERENT TIMES ASKING FOR A TRACKING NUMBER FOR THE REPLACEMENT PART WHICH HE SAID HE HAD REQUESTED AND HE HAS STILL NOT PROVIDED US AN UPDATED TRACKING NUMBER! As of 9/14/24 the part is STILL NOT HERE! To say we are getting a run around and VERY DISAPPOINTED IN Rush Trucking is an understatement! We are out SEVERAL THOUSAND DOLLARS due to our tow truck being down for so long over this part which can't seem to get delivered here. Rush Trucking let us down big time!

  Business response

  09/17/2024

  Mr. *************** am sorry for the delay in receiving your part. *** ordered the part on the Friday of a holiday weekend which can delay deliveries.Rush/CVS has no control when it comes to a supplier shipping our orders through a freight carrier company. Issues the freight carrier has had have delayed your delivery. The part was not in stock in any *******, **. warehouse and was shipped from the suppliers ******************* and was routed through their California hub before shipping to *****. You were provided tracking number *********. This morning the part is at the suppliers final hub in *******, **. Tracking shows estimated delivery to **********, **. on 9/18/2024. 

  Customer response

  09/17/2024

  Complaint: 22286087
  
  Why would your company use a shipping company that has so many delivery issues?  Why were we told different stories from your employees when we would call for updates.  Why were we told a replacement cylinder had been ordered and was on the way when it wasn't?  What about all the money we are out due to lost tows? Had we known all of this before we would have never used your company.  This has been a complete disaster.
  
  Regards,
  
  ***** *******

  Business response

  09/24/2024

  The cylinder you ordered was too large for a standard delivery company to handle. The suppliers use their own freight companies to delivery their heavy orders and **** has no control over who they choose to use. **** is at the mercy of the delivery company chosen by that supplier and has no control. Again, I am sorry for this bad experience, but it was out of Rush/CVS control. 

  Customer response

  09/25/2024

  Complaint: 22286087
  Rush Enterprises NEVER told us it would take that long to get the product.  They sold us the product and THEY were responsible for ensuring it's timely delivery.  We paid Rush Enterprises good money, it was over ***** and we LOST SEVERAL THOUSAND due to the repeated delays.  It's apparent Rush Enterprises is not accepting responsibility and they also lied to us MORE than once with NO EXCUSE  regarding why we were told by them "a replacement cylinder was going to be shipped to us", yet never was!  We tried to settle this amicably yet Rush enterprises has continued to let us down.  We thank the BBB for your assistance in this matter.   At this point we will seek legal action against Rush Enterprises in civil court for the money we have lost due to their incompetence.    According to the MULTIPLE negative reviews against Rush Enterprises they are famous for letting customers down.  We certainly feel comfortable sharing this negative experience online to warn others.  Again, thank you BBB for your time.

  
  Regards,
  
  ***** *******

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date bought the truck and warranty 03/31/2022 bought from Rush Truck Center located by ************************************************************************ 2017 International Prostar (VIN ending in 411871)We purchased a truck from Rush Truck Center in *******, ** for $118979.80. However, the dealer failed to disclose that the truck had been involved in a previous accident. Had we known about the accident, we would not have gone through with the purchase and would have backed out of the deal ************** a result of this lack of transparency, we ended up spending a significant amount of money on repairs to the truck. Despite these efforts, when our business faced financial difficulties, the truck was ultimately repossessed and sold by the bank, CEFI, for a very low amount. This caused us a substantial financial loss.Not only did Rush Truck Center mislead us by selling us a truck with a hidden accident history, but they also directed us to work with CEFI, who further exacerbated our losses by selling the truck at a much lower value than expected. This entire situation has been financially devastating for us.

  Business response

  09/04/2024

  Mr. *********** we have researched this VIN and there is no reported accident. Rush performed an inspection and repairs to the truck before sale. You purchased the truck as-is in March 2022. **** is unaware of any prior accident and you have provided no documents to show an accident occurred. You have also provided no documents for your claimed substantial costs in repairing the truck or how these repairs were related to any accident.  Further, you voluntarily released the truck to the financing company more than a year ago. At no time since your purchase have you contacted anyone at **** regarding this alleged accident. Until further evidence is provided, we must assume this claim has no validity. If you wish to discuss your issues with us, we are open to hearing from you and reviewing any repair documents. 

  Customer response

  09/04/2024

  Complaint: 22218193
  
  I am rejecting this response because:

  Thank you for your prompt response to my concerns. However, I would like to clarify a few points based on further investigation and documentation I have obtained.

   

  Upon returning the truck to the financing company, I requested information regarding its status and discovered that the truck was involved in a **sideswipe accident** on **January 16, 2020**, as recorded in the **CARFAX Vehicle History Report**. This accident occurred before I purchased the vehicle in **March 2022**, and it was not disclosed to me at the time of sale. The report indicates damage to the right front of the vehicle, and although the airbags did not deploy, this information would have significantly impacted my decision to purchase the truck.

   

  Additionally, we purchased a warranty with the truck to mitigate potential risks, which further contributed to our financial losses. Had we known about the prior accident, we would not have proceeded with the purchase, as this contradicts the conditions under which the truck was sold to us.

   

  As a consumer, I believe I am entitled to protection under applicable laws, including the **Lemon Law**, which may offer recourse in cases where critical information about the vehicle's history was not properly disclosed. I am currently compiling further documentation regarding the costs incurred in repairing the truck, which were directly related to issues stemming from the undisclosed accident.

   

  I would appreciate the opportunity to resolve this matter amicably. Please let me know how you would like to proceed, and I am happy to provide additional documentation as necessary.

   

  Best regards,  

  ***** ******* Aboelzahab  

  **********

  *********************************** 
  
  Regards,
  
  ***** **********

  Business response

  09/16/2024

  All major carriers report accidents to Rig Dig not Carfax. Attached is the Rig Dig report on VIN HN411871 which shoes no accidents have been reported on this truck. You have not provided any repair invoices showing you paid for repairs due to an accident. Rush has no repair history on this to substantiate your claim. You voluntarily returned the truck to the finance company one year before filling this complaint. 

   

   

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THE NATURE OF THE DISPUTE IS THAT I CAME IN FOR AN OIL AND PM SERVICE ONLY. DURING THAT SERVICE THE LIFT GATE TO MY BOX TRUCK STOP WORKING AND WAS LEAKING FLUID. THE SERVICE ADVISOR EMAILED AND EXPLAINED WHAT HAPPENED. I CALLED AND REQUESTED ABOUT PRICING AND TOLD HIM I NEEDED TO KNOW WHAT WAS GOING ON. **** ( SERVICE ADVISOR ) NEVER TOLD ME ABOUT PRICING OR DAIGNOSES FEES AT ALL. I WOULD HAVE DECLINE SERVICE AND PICKED MY TRUCK UP. TODAY ( 07/17/24 ) I PAID $ ******* INCLUDED DIAGNOSES FEES AND STILL DO NOT KNOW PRICING TO FIX THE LIFT GATE WHICH WAS WORKING FINE WHEN TRUCK WAS BROUGHT IN FOR SERVICE. THIS WAS THE WORST SERVICE I HAVE RECEIVED I WILL NOT BRING OR BUY ANY MORE VEHICLE FROM RUSH TRUCKING EVER.

  Business response

  07/18/2024

  ******, I am sorry you had a bad experience with Rush Truck Center. I will review your complaint and see what resolution could be reached. Can you give me an invoice number so I can review the repair or provide me the last 8 digits of the *** to the truck? Which Rush Truck Center performed the ** service? 

   

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my truck in for a repair since they are a **** authorized repair company. And I have had my truck there for two months now I paid for the repairs that they said the truck needed. Im filing this complaint because I feel like they are not taking accountability on repairing my truck they got the truck running but the same issue keep occurring and when I take it back they are just clearing codes and telling me that they cant see anything wrong with the truck. Even though the check engine light is on. I am now two months with this same issue that made the truck enter the shop. Now they are not responding to fixing my truck. They are having my truck just sit in the shop without any diagnostic or any type of work being done. I spoke with several service members and all I get is well get to it. Or they cant get the code to show again. Its now two weeks since I returned for the same issue.

  Business response

  04/02/2024

  ******************,
  I am sorry your experience has been less than satisfactory. In February your truck experienced a fuel pump failure. Rush repaired the truck and returned it to you. On March 8, 2024 you returned the truck with the check engine light on. **** did not tell you that there was no problem, the codes from the check engine light were inactive and the Technician could not duplicate your complaint. Before a complaint and check engine light can be diagnosed the codes have to be active to troubleshoot and find the cause. You elected to take the truck. On March 22, 2024 you returned the truck to Rush with the check engine light on. The Technician began diagnoses on the complaint on March 29, 2024 and completed diagnoses on April 2, 2024. The issue that the Technician has found is related to the DEF pump harness. This is a separate and unrelated failure from the fuel pump replaced in February. Rush ****************** is preparing a quote for the repair and will send it to you this morning.
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On more than one occasion we have driven over 2 hours for parts that they "claimed" to have in stock only to arrive and the parts were not there. We even have a call number to give them for pick up! This company has no idea what they do and do not have in the warehouse and is an absolute clown show! All you get is a call center that tells you the part is in stock and once you arrive it is not there. We are seeking a refund for fuel for two trips to your location when you stated you had parts and there were none to be found on the shelf. This was for the *****, ** location. This can be refunded, or we can go to small claims court. This is getting ridiculous!

  Business response

  03/28/2024

  We are sorry to hear of the bad experience. The inventory might not always be accurate or the part can be in a different location than listed. We will not be able to reimburse you for the fuel but are sorry for the inconvenience. 

   

  Customer response

  03/28/2024

  Complaint: 21484252
  
  I am rejecting this response because:your statement proves that you are an unreliable company. You should provide customers accurate information.  You cannot issue order numbers for pick up and then not have the very item the customer ordered. Please improve your workflow for future customers. 
  
  Regards,
  
  *************************

  Business response

  04/02/2024

  Once again we are sorry for you experience and the part not being available when you arrived. **** will not be refunding you for your fuel. 

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Truck has been in the shop for over 2 months for a warrantied items. No help with a loaner, no known date of when it will be completed. Even called Peterbilt customer service 3 time over the last *********** told me a regional manager would contact me. I've yet to receive a call from anyone.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2018 international box truck and broke down in *********** ********. It was towed to the Rush Truck Center in *********** **. They gave me an estimate and I was told that I needed a new filter. I questioned it because just before that trip, I had my filter cleaned. They said it could be cracked. After the repairs I picked up my truck. My engine light was blinking and I called in only to be told it was fine. After driving 200 miles, I had to do a regen on my filter. Called in again and was told that it was normal. I was having the same issues with my truck as I did before They repaired it. Made it to a Rush dealer in ******** **** to only get another estimate for $4000. I explained to them that my repairs was not completed right and I wanted my truck to repaired properly. ******** told me they had to speak with the Rush in ********. I also found that my filter was inspected when I got it cleaned If my filter was bad, I would have been informed that I would needed a new one at that time. I was also told that the issues with my light and needing a regeneration was not normal. It took a week for the manager to call me back told me that my truck was repaired on what the scans told them. I told him that I am sure it didn't need a new filter and I paid for an expensive repair that was not needed. He said he would need to talk to his boss. That was the last time I heard from **. I contacted customer service who informed me that they would call *****************. I was then informed I should hear something back. After ailing again I did speak to the Manager in ********. He informed me that he couldn't do anything it was up to ********. The Manager for ******** finally contacted me and informed me that ******** informed him that they no longer would intertain me and I would not be hearing from them. Even after I explained to them that I didn't want a refund just my truck fixed properly, they would not discuss any type of solution. They do have a 90 service warranty but it is vague. They have caused me a lot of financial distress.

  Business response

  12/28/2023

  The truck arrived on 12/7 at RTC ***********.Initial diagnoses found *** Soot Level and Intake Manifold Pressure faults at most severe level. This lead to determining the *** filter and IMP sensor had to be replaced. The repair was authorized and after repair the truck completed a regen, no warning lights returned. All post test showed the truck was ready to be returned to service. After the truck was driving 200 miles fault codes for low *** flow appeared. Inspection showed the *** Cooler is half plugged as well and will also need to be replaced to return the engine to proper working order. Repairs were declined. When one or two parts show the severe levels of failure as the *** and IMP Sensor it will mask other parts that are also failed. When you repair the failed parts the other failed parts can appear.These are two separate and unrelated parts failures that are unfortunately close together.
  

  Customer response

  01/02/2024

  Complaint: 21047533
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  On 11/28/2023 I took my truck to a mechanic in **** to have my filter baked. When my truck was towed to Rush in ********, that was my fist load I had taken after my filter was baked. When I was informed by **** that I needed a new filter, I explained to them that I just had my filter baked. I was then informed that there might have been a crack in the filter. This conclusion was made by the diagnostic that was done and not an inspection of the filter. After talking to a mechanic and doing research, A false *** light can come on with a faulty sensor even if nothing is wrong with the filter. Also, if the *** is not working properly, it can block the amount of exaust gas, speeding up the *** blocking, causing higher than normal exaust pressure. After I stated that I just had my filter cleaned, other issues should have been looked into instead of relying on the the diagnostic tool. My engine light was blinking 5 times the very next day after only driving 2 miles to a truck stop. I called and was told it was fine as long as it did not stay on. Also was told it was normal to do a regen after only driving 200 miles. ***** were false statements.   After all this, I spoke to the mechanic that cleaned my filter. He stated my filter was inspected, tested, and there was nothing wrong with my filter. I would like a refund done to my truck that was not needed. My business has suffered greatly for the expense in repairs that I did not need. **** in ******** wanted to charge me another $4000 after I paid $7300 for repairs I didn't need. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I drove a 2012 Fuso FE180 truck from just North of *********, ******** to Rush truck Center in ******, ****** have them turn off a warning light that was on! after a week or so they call me back to tell me it needed a oil change! that would take care of the warning light! three weeks later I called them back wanting to know when I can pick it up! however they told that didn't fix the problem! Now the code said fuel problem/ dirty fuel! I told them I drove the truck in there and had no problem with the fuel no sputtering or spitting problem at all! but they told me they would check out the fuel and the fuel filter and get back with me! a few days later they called me back and told me the fuel tank had particles in it! and had to be replaced ! I said no! change the fuel filter if you must! but the truck ran great when I drove it there! I said! the next time they call me to say the code and the tech said the fuel tank had to be replaced! and that would for sure solve the problem! and the code would go off! it would only cost about ******* parts and labor! but the scam didn't stop there! a couple weeks later! they call me to say they couldn't install the tank because the bed of the truck was in the way? I ask them every fuel tank even worked with taking off just came out from underneath! they said yes that's true, but yours is different! I asked different how! he told me he didn't know why but they would have to cut a hole in my bed and take it out the top! I asked what's that going to cost with every thing you have already done! he told me about ******* dollars but that would fix the code light problem and you would be on your way! and I Agreed to that! But the scam didn't stop there! a month or more passed! I called back but no one knew anything about my truck! i left many messages no one called me back! months went! finally one day I called the service ***** and the man said he was new there but he would look in to it and call me back! so time passed! but he did call back! he said their was a problem! your truck doesn't run any more! but I'm new here! so he didn't know any thing anyway! 8 month later I get a call 12/20/2023!

*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. ↩