Complaints

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• Initial Complaint

  Date:02/04/2024

  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.

  My truck broke down almost 2 months ago in BC near Kamloops. And I just purchased it three months prior to that. Nevertheless, they wanted to company told me to tow it to the dealership and Kamloops Dawsons international truck Centre. The warranty company is asking the dealership for pictures of the failed components so the warranty company could issue at work order to get the job done. The truck centre is holding my truck for ****** asking me as a customer to pay $5000 upfront and they haven’t even told me if my truck would be able to run and drive if I handed them that money. I believe it’s just a ****. Once you put in this amount of money they want to add for more and more and more Right now they’re holding my truck for ****** and holding up their warranty company so they could pay for the work that needs to be done on the truck as it’s under warranty. The dealership wants me to pay upfront right now $5000 that annoying how much more they’re going to be asking for . I’m asking that the dealership finish the diagnosis give the warranty company the picture that they require to get this job approved for repairs. This has been happening for over two months now I had to fly home to Ontario from BC because my truck was in the shop and still in pieces right now in the shop they’re not touching the truck. I am concerned now that the truck is it in pieces that place could be corroded from and simply just being in pieces and not being worked on. Asking me to pay a great amount of money upfront for them to continue to diagnose as they say. They’ve given a long list of things that this truck needs. But the warranty company needs the pictures of the parts that the dealership says failed and the warranty company will want to work but the dealership is refusing to give those pictures to the warranty company there for my truck spindle sitting there I’m making payments on this truck losing about $30,000 a month in income. I am paying insurance and truck payments on a truck still.

  Business Response

  Date: 10/04/2024

  The customer had his
  truck towed into the dealership for diagnosis and repairs without an
  appointment, the initial complaint of the oil spinner was diagnosed, during diagnosis
  of the oil spinner it was determined that the turbo charger has failed along
  with there are several other codes that will cause the truck to not run
  reliably once the oil spinner and turbo have been repaired.  We then did a
  repair estimate to the customer for the turbo charge failure for an estimated
  sum of $53,000 to replace the turbo charger, clean the charged air cooler
  system of oil contamination and potential replacement of the exhaust
  aftertreatment system from oil contamination. 
  There are more aftertreatment fault codes that will need to be diagnosed
  if the owner of the truck wants the truck to run reliably moving forward.  These fault codes cannot be diagnosed until
  we can run the engine without causing internal damage to the engine from the
  failed turbocharger.  

  
  The customer has
  purchased secondary warranty on the truck through a company called ***********.  We have been in constant contact with them regarding
  this repair.  Like all warranties, the
  customer is responsible for all repairs and diagnostic time until the warranty
  company determines if the repair is warrantable, once it has been approved then
  the warranty company will cover the cost of the diagnostic time and repair.

  
  The oil spinner, or the system
  of the fault codes that are active are not covered by the *********** warranty.

  
  To complicate matters,
  the warranty the customer purchased has a capped dollar amount payout that will
  not cover the entire cost of the repair as the initial expectations of repairs. Since there is a potential
  of $20,000 dollars or more of the repair beyond what the customer has purchased,
  and the customer stated that he does not have the funds to cover these repairs
  to dealership staff, we have requested a $7,000 deposit to cover the work that
  was completed to date on the oil spinner and to help offset any costs not
  associated with the warranty repair.  If
  the warranty repair is not as extensive as history has shown with these types
  of turbocharger failures any funds of the deposit not needed will be returned
  to the customer at the time of pick up of the truck.

  
  The warranty company has
  now approved the replacement of the turbo charger, but not the cleaning of the charged
  air cooler, or the aftertreatment system. 
  If we were just to replace the turbo charger and then finished the
  repair without cleaning the charge air cooler system, and inspection of the exhaust
  aftertreatment system the potential to have catastrophic failure to the recently
  installed turbo charger and aftertreatment system and potential thermal event
  is high.
  We are trying to work with
  the customer to get his truck on the road and operational again and we have
  offered to negotiate the deposit amount, but the customer declined to negotiate
  the deposit amount and refuses to pay any deposit.  Once we receive the deposit (either the
  original amount or negotiated amount), we can continue to diagnose the turbo
  charger failure and advocate on behalf of the customer with the warranty
  company to get the customer back working the truck and hopefully satisfied with
  the repairs.  

  Customer Answer

  Date: 16/04/2024

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

   

  these guys put me in a corner in the drivers room, trying to ****** money off me demanding that I pay for all repairs on the truck and get it back from the warranty company. Which I told them that’s not how it goes. Can you imagine being in a room at 10 x 10 room being cornered by the account manager as service manager demanding money of me for my truck I don’t even live in BC I live in Ontario and ********* me for money. I felt very uncomfortable and as they were trying to ********** me, I’m not satisfied with the response from the business. I want them to communicate with they wanted to come in and finish fixing my truck and then whatever I owe on the bill I will pay whatever the warranty company owes on the bill they will pay . I do not trust these people as they were trying to ****** money for me. You got understand they have my truck which is a big investment and collateral. They all need a deposit when they have the warranty company backing the repairs up as they said, there’s some parts that failed so the dealerships responsibility is the hand that  issue on to the warranty company so they can approve the warranty for the work. I do not trust Kamloops international dealership at all as they tried to corner me in the drivers room, ********* me for money I felt uneasy about these people trying to get money out of me like this. This is not how business goes. I’ve never come across such business like this ***** I’m not satisfied I want my truck back. It’s not just myself back in the repairs is the warranty company that they’re working with back in the repairs so give the warranty company what they ask if I get my truck out of your shop