Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:22/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our **** truck was sent to ATI on Feb 9 for inspection and small repairs. On Feb 14, our truck was towed to ******************* for speed sensor replacements since it's not drivable anymore and parts get taken apart at ATI. on Feb 16, we tried to follow up and see when we can get our truck back and was told by *** at ****** ****** and ***** at ATI that we have to wait for the parts to arrive, hopefully Feb 22 not guaranteed. When we explained that we need to use the truck and machines on the truck for our daily work and each day we lost minimum $1000 without the truck running, ***** simply told us this is common for **** truck repairs since support from ********** was poor. When we try to get a date of when we expect to get the truck, we were told if lucky on Feb 25 or later. After we expressed our frustration, ***** offered to get our truck towed back from ****** to us and we pay for both towing and what's been done so far and we will end up with a non-drivable truck and find solutions from there. It is insane for any repair shop to deal with customer in this way: either you to wait forever or get your underivable vehicle towed back to you and billed you accordingly!

  

  Business Response

  Date: 22/02/2023

  The complaint is coming from a party who was not named by our customer contact as an authorizer for the account, and they only got involved after status was communicated on Friday February 17, 2023.
  
  The customer vehicle was dropped off for a Commercial Vehicle Inspection on February 8th, we noticed right away that the check engine light was on as well as a list of other defects which will need to be repaired before the unit can be marked as safe for the road. We issued an estimate on February 10th, which it was clearly communicated to/approved by our customer contact (not the complainant). We ordered the parts we needed and booked an appointment for the earliest possible time with the dealer for the check engine light(proprietary software required). Since the truck does not travel at highway speeds due to the issues presented in relation to the check engine light, we had to send this unit on a tow truck to the dealer in the afternoon of February 13th 2023, for its booking on February 14th 2023.
  
  The dealer issued an estimate on February 16th 2023, with a parts lead-time estimate of 2-3 business days. Within 2 hours of the dealer issuing the estimate, we had again gained approval from our customer contact for the dealer to proceed with the repairs as required. On February 17th 2023, we received an update from the dealer that there was a delay in the parts delivery, and that the parts should be expected delivered to the dealer on February 22nd 2023 (today), but no way that this timeline could be guaranteed. When we relayed this to our customer contact, we received multiple angry phone calls from the complainant, who refused to accept that there was nothing more we could do,except wait or cancel the repairs and charge them for services rendered so far.We have since received notification (11:45AM 02-22-23) that the truck is ready for pickup to come back for the remainder of the repairs and CVI decal. We are currently waiting for a shuttle to bring the truck to us to complete repairs and issue CVI inspection decal. This should be done by end of day tomorrow provided the check engine light does not come back on during shuttle. This has been expressed to the customer contact.
  
  We kept our customer contact in the loop on all ETAs and timelines given, and the complainant was merely unsatisfied with the reality of parts delays and extending timelines. We understand that the complainant is frustrated, but we did everything we could to get the job done as quickly as possible and communicated to our contact within their organization, and never guaranteed a certain completion date.