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:11/13/2023

  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 am representing ******************** at ************************************************************. Sorry that it has come down to contacting the BBB. We purchased a refrigerated van with a **************** installed. We took it to Hawaii Truck Parts which is a thermo King dealer to be repaired and the vehicle and the refrigeration unit is still under warranty and was installed by a different ********************** in the mainland. They claimed they don't have to repair it because it was installed by a different ********************** incorrectly and the installation kit was done wrong. The vehicle is still under warranty but they refuse to fix the very loud noise which will soon cause a break down soon (a very loud shaking noise which they agree will cause problems and something will break and make it a bigger problem. They said they don't have the equipment to do the job. Also claiming that only the actual refrigeration unit is covered and not the installation section even though it was installed by another **********************. If someone buys a vehicle under warranty the dealership should repair it even if it is very difficult. Vin # for vehicle is 1GCWGAPON1280780. In repeating myself They claim the installation section is not covered under warranty even though it was installed by another thermo *********************** mediate between us and have them accept and fullfill their warranty responsibility

  Business Response

  Date: 11/15/2023

  To Whom it May ***************** you for giving us the opportunity to resolve this dispute made by ***************************. I am extremely taken back by Mr. ******* complaint in regards to what was in his statement below. 
  I would like to mention that this is the very first BBB complaint filed against our company. It appears that **************** is having difficulty understanding what our team had repeatedly explained to him. 
  

  Let me explain below simply in hopes that **************** may understand how it works.
  1)Hawaii Truck Parts, Sales and Services is the ****************** for the State of Hawaii.
  2)**************** purchased a Refrigerated Van with a **************** installed by a mainland company. If there were any warrantable issues with the **************** we; as a Thermo King dealer, would address the repairs.
  3)The body of the cargo van is lined with an insulated material which helps to keep the cargo area temperature cold. This portion of  the van that **************** referred to as the installation section is NOT a part of Thermo King. We advised that he should contact the person/company he purchased the van from and inquire with them on how they could help him.
  4)Hawaii Truck Parts, Sales and Service will not disassemble the installation section (the insulated portion of the cargo area) to locate the noise. Removing any insulated panels may cause damages and we will be held responsible to fix or replace it. In addition, we are not familiar with this type of insulation kit that was installed which is why we recommended he return to the person who installed it for repairs.
  5)The **************** has no mechanical issues. The problem lies with how they installed the insulated section in the cargo area of the van. It appears that **************** wants HTPSS to accept and fulfill warranty responsibility for a product line that we are not responsible for and do not handle or sell. 
  
  In the attachment, I am showing an example so BBB and **************** have a better understanding in what is a **************** and what is an Insulation Kit that was installed.
  
       
  If you have any questions, please call or email me.

  
  ****** English Ryusaki
  Hawaii Truck Parts, Sales and Services / HTPSS Leasing, LLC.
  *********************************************************************
  Ph: ************ | Cell: ************ | Fax: ************