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:03/08/2023

  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.

  I hired Tru in Sep. 2023 to fix rear axle issues after an accident in March. I paid for all the parts they said would fix it (regearing, axle shaft, axle seals, bearing, brakes). Then Tru totally ignored my calls, emails, and texts for over a week until I physically went to the shop.Finally got my truck back, and I immediately saw the axle seal leaking again. I returned it. They replaced the seal. It was already leaking when I got there, so they replaced it again. It failed thrice. Then the other side's seal, which hadn't failed before, failed. When I asked about an underlying cause, the owner assured me there wasn't. I insisted, and he said he was sure it was only the seals, but that we could send out my axle housing for inspection if I wanted. He advised to try the new seal first, and that they'd take care of it if he was wrong.It blew again, this time stranding me on a highway in UT, costing >$800 dollars and a canceled family trip. They paid a local shop for another seal so I could limp home. I bought a new axle housing, which they promised would fix things. They installed it. It didn't. It's now mid-November, and I'd lost countless hours of work.I asked explicitly if it could be the other axle shaft, since it was literally the only thing in the axle not replaced yet. They said no. Seal was replaced, seal blew. Then they agreed it could be the shaft. They never sent an estimate or communicated that it would cost $650, but I didn't want any trouble, so I paid. I later requested a refund due to the ongoing failures/delays and prior promises, which they issued.Now, it's leaking again, and when I called, they told me to get lost. When I requested a refund, ******, the shop manager falsely said I hadn't paid anything to refund. Since there are now literally no parts in the rear axle assembly that were on the truck during the accident (all of which I paid for with the exception of one axle shaft), the only possible cause of this reoccurring leak is ***'s work.

  Business Response

  Date: 04/13/2023

  This customer had first engaged Tru to put a new suspension on the vehicle.  He later contacted Tru to replace an axle shaft that had been broken, which Tru completed as a general repair and the customer paid.
  The vehicle then returned with a blown up rear differential; the customer provided the differential for replacement.  Tru stored the vehicle for free for three weeks while the customer sourced his own part.  ************ policy is and has always been that the company does not warranty parts that are provided by the customer.  
  We were then informed the vehicle had been involved in a total loss vehicle collision.  Tru does not handle any sort of collision claims or repairs, only general repairs; these repairs had been presented as general repair.
  The vehicle then returned again with a leaking axle seal and we advised that this could be a faulty seal or due to an underlying issue.  The customer assured us that the vehicle had not been in a rear collision.  Tru replaced the rear axle seals as they were leaking and the customer did pay for the repair.
  The customer then went to ****, ** on a 4X4 offroad trail where he found the leak and called Tru.  Tru advised him to go to the closest repair shop and Tru would pay to cover the cost of the repair so that he could return to ******.  Before he returned to ********, the axles were leaking once again and the customer admitted to Tru that the vehicle accident may have been the cause of the issue.
  Tru then advised that the rear housing may have been bent in the vehicle accident given the repeated issues with the leaking seals particularly given the fact that both Tru and an unrelated shop had each repaired the seals meaning there had been separate work and brand new parts each time.
  The customer provided the rear housing which was used in the repair and refused to pay for any other parts that would be needed to complete the repair.  In an effort to assist with a frustrating situation for both parties, Tru repaired the vehicle with no labor cost to the customer.
  The customer then contacted Tru again to let Tru know that he had a leak once more.  He then continued to blame Tru for the leak even though he had admitted his vehicle had been in a rear collision that could have caused the continuous leakage issues and he provided his own parts rather than allowing us the opportunity to purchase a new part from a preferred vendor.  At that point, we made the business decision to no longer work with the customer.  At no point did our service manager tell the customer to get lost.  All calls with customers are recorded and handled with the utmost level of professionalism as we care deeply for each and every one of our customers.
  While we understand that the customer is frustrated and would like a refund as resolution, we stand by our decision that there is no work to refund considering we paid for the most recent two repairs done to the vehicle aside from part costs due to customer desire to provide the parts.  Additionally, the vehicle was affected by an incident outside of our control that very well could have impacted the area of the vehicle that has continually needed to be repaired.  Tru Automotive stands by our work and customer service.