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:07/27/2023

  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.

  We took our truck last year they replaced CPC. Truck broke down again in march we took it back again they said we need new ACM. They replaced ACM then tryck failed test. Because they so called tech didnt proagramed right then they replaced it again. Once we replaced it truck was again having same codes. Emailed and called let them know then afterwards it stopped taking any def brought it back to them. They said its NOx sensors, temp sensor, I said ok replace it they replaced it then they called said its def pump they replaced pump. It failed test then they said it passed afterward. 8 miles down the road same codes. Called shop they said we have no tech to look. 88 miles tryck derate towed down to shop. Then got a call its a ACM NOX sensor and harness issue. I was like what its been replaced they said oh we didnt know its been. They said we put on regen its ********* its not the issue we need a new one box send an estimate for $15000. Why the heck you replaced all those freakin parts of that wasnt the issue. They messed up with my truck bad. They experimenting on it. I paid so much money they are not even refunding money back for last visit which didnt even fix the issue. Im attaching all the bills

  Business Response

  Date: 08/15/2023

  The original repair that is referenced is not my dealership.  The truck actually came to Stoops Freightliner on 3/17/23 with ****** miles.  Found fault codes for the DEF quality too low.  Followed repair tree and truck continued to fail all regen tests.  Per further testing results show needs new ACM.  Truck passed all tests and was released.

  Next repair is 7/24/23 with ****** miles.  Check engine light is on and says has not used DEF in 2 months.  NOX sensor / Intake sensor need replaced per troubleshooting fault 3238/2.  the DEF pump needs replaced, no fluid coming out of the discharge side of the pump.  All supply lines and ******* reconnected and parked regen passed test.

  Customer Answer

  Date: 08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Theyre lying I keep asking them is it that particular unit one box they keep saying its good. I never gave authorization to replace uneccessary parts they send us another invoice after paying $3380. Then we asked what this invoice is for can they explain can you replace stuff on my truck without my consent. Then they send us an another estimate for $15000. These people are scam. My truck is still broke down after paying all that money to them. 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 08/17/2023

  Good Morning,

  I am not going to go back and forth with this customer when he will not come in and talk directly to our service manager.  The repairs he keeps referencing from last year was not done at my dealership.  As a certified dealership we are trained to follow the manufacturers repair steps to finally get to the root cause of the failure.  He does not want to understand how that process works.  He is welcome to call service manager at ************ for more details.

  Business Response

  Date: 08/18/2023

  Good Morning,

  I am not going to go back and forth with this customer when he will not come in and talk directly to our service manager.  The repairs he keeps referencing from last year was not done at my dealership.  As a certified dealership we are trained to follow the manufacturers repair steps to finally get to the root cause of the failure.  He does not want to understand how that process works.  He is welcome to call service manager at ************ for more details.

  Customer Answer

  Date: 08/18/2023

  Hi there I did send them emails their manager didnt reply. I called them multiple times no communication back. Im talking about the repairs from since march. Also how come you guys fix something without consent. Can they show a consent where I approved repairs for that unpaid invoice. Also why u guys let us take our truck if bill was unpaid. We did talk to the manager we said we have no money were not satisfied with the service our truck is still broke. So were taking our truck they said ok. Asked front desk lady she said nope nothing due you guys are good. All of sudden we got a unpaid bill. Can they show us a consent where we approve it. We never ever approved anything 

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Hi there I did send them emails their manager didnt reply. I called them multiple times no communication back. Im talking about the repairs from since march. Also how come you guys fix something without consent. Can they show a consent where I approved repairs for that unpaid invoice. Also why u guys let us take our truck if bill was unpaid. We did talk to the manager we said we have no money were not satisfied with the service our truck is still broke. So were taking our truck they said ok. Asked front desk lady she said nope nothing due you guys are good. All of sudden we got a unpaid bill. Can they show us a consent where we approve it. We never ever approved anything 
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 09/07/2023

  Our position on this matter has not changed.

  Customer Answer

  Date: 09/17/2023

  Im still trying to communicate with them theyre are fraud they charging me for something that Im not aware of I never give any consent