Complaints

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• Initial Complaint

  Date:04/05/2025

  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.

  I was mislead and lied to about a truck that I was going to buy and spent over ******* to rent a car and hotels to travel from ******* to ****** ** to find the truck was not as described and even that it passed a DOT inspection when there was no way it could have. The people in ****** were good people but the lies came from the *********** ** location. I had no contact with the ************* OK location

  Business Response

  Date: 04/28/2025

  I followed up with Mr. ****** after he had originally looked at the truck and was back home. He had a concern about the front end and another issue on the truck. I told him we would diagnose the complaints and if any issues arose we would fix them in an expedited manner.

   

  After diagnosing the front end, our techs indicated the truck would need an alignment due to new shocks being installed on the truck (prior to sell) and the inability to get the alignment done prior to Mr. ****** showing up. I approved the alignment to insure that it would be completed.

   

  Mr. ****** was additionally adamant about getting a 3^rd party inspection in addition to our professional inspection, to which I obliged. I also offered to reimburse Mr. ****** for his room or rental car and new tires should the tires show to have an uneven wear, which would contribute to rough driving conditions, but still ensure the truck to be DOT compliant. The reason we offered to cover 1 of them was because the 3^rd party inspection taking a couple days to get in and be completed, therefore adding unnecessary hotel time and rental car time. However, I did want to accommodate as Mr. ****** turned around an hour after leaving the dealership, to continue with the purchase. Mr. ****** indicated that that was not necessary as he just wanted the truck to work and have thorough communication. To which I provided Mr. ****** my personal cell phone number so he could more easily get ahold of someone who would be 100% guaranteed available and who could help. 

   

  Additionally, Mr. ****** was receiving a sizeable discount to continue with the purchase making the truck 4 figures lower than the 2^nd lowest priced truck in the country (that I could find at the time). After receiving the 3^rd party inspection Mr. ****** was adamant that the 'King ***** in the truck were bad. I assured him that they were inspected and were good, because the shocks had been replaced, once the alignment was completed the truck would drive as intended, no additional shaking. 

   

  The 'King **** repair is a $2,000+ repair, I did not want to perform an unnecessary service, on good parts, that would not remedy the problem and leave us firmly back at square 1. I often find that this tends to further frustrations/miscommunications as opposed to remedying the problem through thorough diagnoses and solid quality control measures. Mr. ****** refused to listen to anything I had to say and became combative, telling me to forget it and throw away the paperwork (for the deal), in which I called our Denver store and asked them to shred the documents immediately, which they did. Furthermore, the truck sold soon after Mr. ****** refused to follow through with the purchase, after the alignment was completed the customer that did make the purchase couldn't be happier with their purchase.

   

  We would never lie, nor intentionally mislead a customer and promptly followed up with Mr. ******** questions, as well as followed through on our promises and what we told Mr. ****** we would do. I invite you to look at our reviews online, for a dealership they are exceptionally high (though we're working to be better daily) and more often than not we are able to satisfactorily solve issues that arise. Even going as far as driving 180 miles away at 11 PM to assist a customer with a purchase months after they've purchased a truck from us.

   

  Please let me know if there is any documentation I can provide to assist in this matter. Cell phone records, text exchanges, emails, etc. I am more than happy to assist in any way possible. I also left you a Voicemail with my cell phone number and office phone number, both of which can also be found in the signature of my email.

   

  Thank you for taking the time to read this response, I hope you have a wonderful rest of your day.

   

  Thank you,

   

  **** *******

  Branch Manager

  American Truck Centers

  ********************************

  **********************

  O: ************

  C: ************

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23165600
  
  I am rejecting this response because:

  Four of the main reasons to reject this response

  1.    The first truck I was to look at had a gaping hole in the right rear lower part of the sleeper that somehow was never part of the photographs that was sent to me.

  2.    When I took the truck to a third party for inspection, there were issues the main issue was that the cattle guard could not be lowered which kept the hood from being opened.

  3.    With the cattle guard and the hood not being able to be opened a proper *** inspection could not be done on the truck Which the lead mechanic did sign off on a passing of the *** inspection.  When I got the truck back from the third party inspection and asked the mechanic at the companies shop if there was a certain way to lower the cattle guard and open the hood they could not either.  when asked about what do I do when I stop  for fuel how do I check the oil and if I even  could how would I add oil.  I was told if you are careful you can reach up over the tire and reach into the engine compartment and carefully check and add oil with out opening the hood.

  4.     And something as simple as windshield wipers being bad which is such an easy fix and would keep it from passing a *** inspection tells me the lead mechanic just checked off that the truck passed the *** inspection which it could not have, which is a federal issue.

   

  I think my next course for this matter is to inform *** that they may want to see what this company is doing as far as inspections and hopefully the *** will visit the locations of this company and see if they are doing things legally.

  If the mechanic or lead mechanic would have done his/her job correctly they would have known abouot these problems and should have informed me of the problems before spending over ******* to drive from ******* to ******** to find all this out.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/15/2025

  None of the 4 items mentioned were brought up when the customer was going through the purchase process. It was indicated by the customer that he wanted a ********************** with a cattle guard, to the salesman, so we got him one. Not once was ****, nor ****, were told that the cattle guard had an issue nor were we told that the hood wouldn't open properly. As far as the windshield wipers, they should have been working as intended. If they were not, Mr. ****** did not tell us about them. The team in ****** would have had a passing *** Inspection, as we do not sell trucks without them, and the *** inspection would have been signed off on by a Mechanic, QC checked by another and given to the service manager. Had they someone missed the windshield wipers on the *** Inspection and Mr. ****** made any one aware of a windshield wiper issue, of course we would have put wiper blades on the truck at no cost to the customer. I am confused as these are drastically different items than Mr. ****** listed in his initial complaint, nor were they brought up when Mr. ****** was at the ************* to pick up his truck. I completely understand Mr. ****** changing his mind and no longer wanting to purchase the truck, that is completely fine. However, I find it concerning that at this point it seems there are wild and baseless accusations being thrown. Simply to see if one will stick. To the best of my knowledge all of those complaints are categorically false.

  Did Mr. ****** by chance take pictures or a video of any of these issues? I assure you if someone at one of our branches denied putting wiper blades on a Heavy Duty Truck, that is completely unacceptable and said employee would face disciplinary measures. Assuming the wiper blades were inadequate (again I don't believe that is the case here) or if the hood of the truck could not be opened (again I do not believe that is the case here).