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:06/12/2023

  Type:Product 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.

  7/27/22 $9000, 8/1/22 $700, 3/2/23 $273, 3/7/23. One box with DPF filters and 2 seals. Equipment malfunction. The option was to replace or return for the full amount. I chose to return. I never got my money back. I disputed the charge, got my money back from Discover, but the money was returned to the merchant, because I missed turning the documents in on ***e. After turning in the documents to Discover, they refused to reopen the dispute. The case was closed, I provided the Discover letters of the case closed at Fleetserve request. ***** is the manufacturer of the product, they agreed to reimburse the full amount of $9700 at the same day the unit would be shipped back on Wednesday 5/3/23, as the letter from **** ******* Technical Support Manager at ***** send to the truck dealer on 4/27/23 stating, I CAN EXPEDITETHE THE WARRANTY CLAIM...I WILL HAVE OUR WARANTY DEPARTMENT ISSUE AN RMA AND SHEDULE THE TRUCK TO PICKUP THE UNIT, THE QUICKER I CAN GET THE CLAIM STARTED, THE QUICKERI CAN GET ***** (me) HIS MONEY BACK THAT HE PAID FOR THE ***** UNIT, but Fleetserve who is the seller refused to cooperate because they claiming that the case is still open at their end. ***** is willing to give the money back to Fleetserve if they return the funds to me. I have all the documents available including the letter of Dinex, willing to reimburse the money according to the 3 year warranty. The product of ***** was paid by Discover. The 2 seals were paid by Visa. The 2 seals by Visa were still not disputed.

  Business Response

  Date: 06/22/2023

  This customer purchased from FleetServ a OneBox with DPFs
  included at the price of $9700. First payment with credit card on 7/27/2022.
  Balance paid with credit card on 8/1/2022. Reference “Invoice 1********* w
  Terms and Conditions”. All purchases are subject to our terms and conditions. Please
  reference paragraph (3) for cancellation policy and paragraph (7) subsection (a)
  for warranty. Cancellations would require a minimum 20% cancellation/restocking
  fee. All warranties for products are provided by the original manufacturer. Please
  reference “***** Terms and Conditions”.
  Customer received drop-shipped product delivered on 9/30/2022
  at 11:15 AM. See “***** Shipping Confirmation”. The order from FleetServ was fulfilled
  at this ***e.
  We connected the customer to the manufacturer, where the
  customer was offered warranty resolutions through the manufacturer which were
  refused by the customer. The manufacturer also offered a full replacement with
  compensation for the cost of installation, and this was also refused by the
  customer. Reference “*****-Declined Offer”
  The customer submitted a fraudulent chargeback claim with his
  credit card issuer. We disputed this claim, and the current status of the
  dispute is ‘Inquiry in review’. Reference “Dispute-Inquiry in Review_6.22.23”. We
  have no control over the ***eframe or decision making in a dispute and must
  wait for the case to be completed. Reference “Stripe-Dispute Terms”. FleetServ fulfilled the customer's order for a product in accordance with our terms and conditions and provided the product manufacturer warranty resolutions as well. 

  Customer Answer

  Date: 06/28/2023

   I am rejecting this response because:
  
  
  
  
  Thank you for choosing Freightliner Northwest Spokane for your service needs.
  
  *** ****** | Freightliner Northwest | Service Account Manager
  Front Desk (**** ******** *****************************
  SHOP HOURS
  M-F 7AM TO 11PM /  SATURDAY 7AM TO 5:30PM / SUNDAY 7AM TO 5:30PM
  
  UPDATE - Please ensure you have a PO or payment ready as Freightliner Northwest ( All Store Locations ) will no longer release any vehicle with out
  payment for any account type.
  *****Es***ate is subject to change pending inspection of removed parts and results of repair verification*****
  We are able to accept payment by credit card in the amount up to $5000.00, any remaining balance will need to be paid by other means. We can only accept one card per repair order.
  
  
  
  Check out our website -  www.FreightlinerNorthwest.com
  
  From: **** ******* <***@dinexemission.com>
  Sent: Thursday, April 27, 2023 11:55 AM
  To: *** ****** <***.******@freightlinernw.com>
  Subject: Contact info
  
  Hello ***,
  
  ***** is on his way to your shop. I just wanted to make sure my contact information is at the top of your inbox. ***** is going to have you send the codes to me and send me photos showing where the leaks are so I can expedite the warranty claim. If you would like you can text me the photos at my cell phone at ************. I will then have our warranty department issue an RMA and schedule a truck to pick the unit up. The quicker I can get a claim started the quicker I can get ***** his money back that he paid for the ***** unit. I’m also going to try to locate some OEM Detroit cores, ***** understands that he will have to pay the core charges up front and it’s not a guarantee that I will find him cores but I will try my hardest. How much ***e do I have to locate cores and get them to you?
  
  
  Best regards,
  
  ***** Emission, Inc.
  **** Godding
  Technical Support Manager
  Aftermarket, North America
  
  Mobile: +1 ************
  E-mail: ***@dinexemission.com
  
  Fleetserve asked in order to reimburse the funds, to confirm from Discover that the dispute was closed. I have send two letters from Discover that the dispute was physically closed. 

  
  
  
  Access My Account
   Account number ending in 7700
  
  Dear ***** A Thaler,
     
  At your request, we've closed our investigation of the transaction noted below on your Discover it® card account. If a temporary credit was issued to your account during the investigation, please note it will be reversed.
  
  Case Number:743909157B
  Merchant Name:Fleetserv 8883154228 Ca
  Dispute Amount:$9,000.00
   
  If you have any questions, you can call our 100% U.S-based service team any ***e at 1-800-347-3085. As always, thank you for choosing Discover.
   
  Sincerely,
  
  Discover Card Customer Service
   
  
  
  
  
  
  
  Add [email protected] to your address book to ensure delivery of these e-mails. See ways to help identify Discover e-mails by visiting our email security page.
  
  
  IMPORTANT INFORMATION
  
  
  This e-mail was sent to: CAPT_*****@HOTMAIL.COM for account number ending with 7700.
  You are receiving this e-mail because you are a Discover Cardmember.
  Please do not reply to this email as we are not able to respond to messages sent to this address.
  DISCOVER and other trademarks, logos and service marks used in this e-mail are the trademarks of Discover Financial Services or their respective third-party owners.
  Discover Products Inc., P.O. Box 30943, Salt Lake City, UT 84130-0943
  © 2023 Discover Bank, Member FDIC
  
  
  DNW-100451
  22953690035
  

  
  
  
  
  Access My Account
   Account number ending in 7700
  
  Dear ***** A Thaler,
     
  At your request, we've closed our investigation of the transaction noted below on your Discover it® card account. If a temporary credit was issued to your account during the investigation, please note it will be reversed.
  
  Case Number:743956068B
  Merchant Name:Fleetserv 8883154228 Ca
  Dispute Amount:$700.00
   
  If you have any questions, you can call our 100% U.S-based service team any ***e at 1-800-347-3085. As always, thank you for choosing Discover.
   
  Sincerely,
  
  Discover Card Customer Service
   
  
  
  
  
  
  
  Add [email protected] to your address book to ensure delivery of these e-mails. See ways to help identify Discover e-mails by visiting our email security page.
  
  
  IMPORTANT INFORMATION
  
  
  This e-mail was sent to: CAPT_*****@HOTMAIL.COM for account number ending with 7700.
  You are receiving this e-mail because you are a Discover Cardmember.
  Please do not reply to this email as we are not able to respond to messages sent to this address.
  DISCOVER and other trademarks, logos and service marks used in this e-mail are the trademarks of Discover Financial Services or their respective third-party owners.
  Discover Products Inc., P.O. Box 30943, Salt Lake City, UT 84130-0943
  © 2023 Discover Bank, Member FDIC
  
  
  DNW-100451
  22953689931
  

  After sending the confirmation of Discover that the dispute was closed as they requested, still they refused to reimburse the amount promised by **** from Dinex. I have chosen the option that **** from ***** has offered me, as you can see on her letter. I was asking if ***** will override Fleetserve and send me the money,  after all the amount is in ***** account. 

  Sincerely Yours 

  *****'s Transport LLC 

   

  Business Response

  Date: 06/30/2023

  Hello, we have provided an email from our credit card processor regarding this dispute. As noted in this letter from Stripe they are still waiting for the resolution from the credit card issuers bank. As explained previously we have no control over the ***eframe or decision making in a dispute and must wait for the case to be completed. This has been explained to the customer several ***es. We are unable to process anything further while this dispute is still in review.

  If you have any questions or need to discuss this further, please reach out directly to the CEO of FleetServ, ******* ******** ** ***** ********. Thank you. 

  Customer Answer

  Date: 07/02/2023

   I am rejecting this response because: I was promised by ***** technical support manager to receive a full refund of $9700 the moment she gets an RMA, and when the unit gets picked up, that actually happened on Wednesday May 3rd. She did not ask for any restocking fee. In fact she even volunteered to find two used DPF filters that I am supposed to turn in turn in order to get $2000 discount when purchasing a OEM from the dealer. After asking **** why I'm not getting the refund, she told me that Fleetserve wants a proof from Discover that the dispute is closed. Event hough Discover told me not to close the dispute until Fleetserve reverse the funds. I asked Discover to close and send me letters confirming that the dispute is closed. I forwarded the two letters confirming that the dispute is closed to **** and she forwarded the two letters to Fleetserve, still I did not get a dime back. If it can not get resolved with the BBB, I will have no choice and take them to court to resolve that issue.  I did everything what ***** asked me. I even closed the dispute that I should have not done. They just taking advantage since I closed the dispute and thinking they'll just get away with stealing over $10,000 that includes the two filters I purchased in vain. It's a disgrace and scandalous. 
  
  
  
  

  Business Response

  Date: 07/12/2023

  Thank you for speaking with ******* today. We did not see an option to respond in the portal, so we are replying as instructed here. If this needs to be sent through the portal, please let me know when the option to reply has been enabled.

   

  Please note that **** does not work for FleetServ, **** works for the manufacturer. Any agreement that the customer has between the manufacturer, is between the manufacturer and the customer. The product was returned to the manufacturer, not FleetServ. Although the customer states that Discover has terminated the dispute on our behalf it is still pending in Stripe. When the dispute is resolved, we can provide him a refund per our terms and conditions.

   

  As of the date and ***e of this email, the dispute is still ‘in review’. Screenshot provided below.

  Customer Answer

  Date: 07/13/2023

   I am rejecting this response because:

  If the entire refund of the defective unit, including all expenses and repairs to that defective unit is not send reimbursed to my Discover account within one week from today 07/12/23. Legal action will be taken against Fleetserve in San Bernardino, California.