Complaints

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• Initial Complaint

  Date:02/17/2023

  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.

  Truck repairs were done on February 8, 2023. The truck’s clutch was installed by RTS repairs. I brought my new original clutch to them but they refused to use it as they only use their parts. RTS stated that their parts includes 1 year warranty. I asked where would they get the parts from and they stated they will use Freightliner. However, the very next day the truck failed to be operational due inferior off the market clutch parts for the repairs. RTS used Alliance parts instead of Freightliner parts. I had to pay $700 for towing from ************* to ***********. I paid $778 in ******** to RTS repair shop. RTS repairs charged me $2843.57. Due to the inferior parts used other damages were created. Additional costs totaling $3186.49. I contacted RTS repairs and told them of the truck malfunctioning and the additional damage. I was threatened verbally by Bill the manger and Nicole the reception. I asked them for a refund for the parts. He said no. Even when I reminded him that there is a one year warranty. He told me to stop trying to defraud him and his lawyer would call me. They are a rip off. I am frustrated and spend additional monies to remedy a situation that they made worse. Please help me. RTS repairs needs to be fair and issue a refund. Please call me at ###-###-####.

  Business Response

  Date: 02/27/2023

  Complaint has been taken care of and customer received refund. Thank you

  Business Response

  Date: 03/01/2023

  Good afternoon,
  
   
  
  I wanted to touch base and send an update regarding this claim. Customer did get work done on 2/8/2023. She did provide a clutch from the dealer as she noted (which is the same clutch that we put on after the fact per dealer). We did not use the clutch provided because it is our policy that we do not use customer supplied parts. Customer called the next day to advise that there were issues with the truck and I advised her to have truck pull into closest shop. She ended up making it to a shop in *********** and had shop replace clutch. There was a huge confusion regarding our policies with warranties, but we have since refunded the customer the full amount of the work order with RTS from the work done on 2/8/2023. The amount of the refund was $2843.57. If you have any further questions, then please do not hesitate to call. We would like to make sure this complaint is resolved and closed.
  
   
  
  Thank you
  
   
  
  Nicole R***
  
  Shop Office Manager
  
  Office: ###-###-####

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I am still owed $2147.71 for damages caused to the gear box, slate cylinder and burnt the clutch pedal. This is for the damages from the inferior/weaker clutch that was placed in the truck by RTS. I sent RTS the total that I am owed $2147.71 but they refused to pay. I was told good luck in getting that amount from them. Secondly, is NOT TRUE that I was advised to the pull the truck to the closest shop. The truck broke down in ************* and I had to tow it to the *********** shop. I called RTS and told them the truck broke down the next day after RTS replaced the clutch. I was told by RTS to have the computer checked as it could not have been the clutch that caused it to break down. The *********** mechanics did check the computer and the clutch; and concluded that the truck broke down as a result of the inferior off market weak clutch that was installed by RTS. The clutch caused severe damages to the gear box, slate cylinder and burnt the clutch pedal. I am needing these costs to be paid to me in all fairness. I have enclosed the list of costs for these items in this email as an attachment.

  What I reimbursed/refunded for so far is for the poor workmanship under warrantee of the inferior clutch by RTS in a sum of $2843.57. There was no confusion regarding their policies with warrantees. RTS was displeased with me asking for a refund and tried to intimidate and belittle me and in my opinion threaten me.

  In all fairness, since the truck broke down the next day after RTS replaced the clutch and the damages were a direct result of their incapability's, then I am owed for the damages. Please advise. Thank you.

  Regards,

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

  Business Response

  Date: 03/03/2023

  On February 8th @ 3:40 PM, Truck 09 (VIN
  *****************) for ***** *** ***, was towed into RTS lot by Schaffer’s
  Towing. Customer came inside and requested that the clutch be replaced.
  Customer brought a clutch with them (Part Number of the clutch THEY provided
  was *****************). We advised the customer that we do NOT allow customer
  supplied parts. We ordered the same exact part number from **** ************
  ******* **. We installed the clutch that we had received from Fyda
  Freightliner. I have attached the invoice (****). Truck was completed at 6:53pm
  on the 8th and left the lot.
  On the afternoon of February 9th, customer
  called and advised that the truck was having an issue with the RPMs  going up and down. We had customer conference
  in the driver to figure out what the exact issue was. Driver of the truck said
  that the clutch was shifting “perfectly” and that the only issue was the RPMs
  on truck were going up and down and all over the place. We advised the customer
  to have her driver pull over at the nearest shop and have a computer hooked up
  to diagnose the issue and to NOT continue driving the truck in that condition.
  We did not hear anything back from the customer until the
  morning of February 10th. Again, the customer was stating the same
  issue (they had not yet went to a shop as we requested). Again, we advised her
  to have driver pull to a shop and get a computer hooked up to check the RPM
  issue. The truck has a manual clutch, so the RPM issue would not be related to
  the clutch itself. She advised that she did not want to have a computer hooked
  up because the truck is “deleted”. A truck being “deleted” means that you
  remove the diesel particulate filter or exhaust gas recirculation valve. A truck engine delete is a
  kit that is used to deactivate a diesel particulate filter (DPF) — a
  factory-installed device that traps soot, ash and
  other contaminants found in diesel exhaust. Although a DPF delete could provide some advantages, there is an
  excellent reason for not deleting a diesel truck — it's illegal.
  According to EPA regulations, it's against the law to tamper with emissions
  equipment in any way, including performing a truck delete.
  We did not hear from the customer again until
  February 13th. She was then stating that the truck made it to a
  shop. (She did not specify what the shop name was). She then sent pictures of a
  pan filled with transmission oil and stated that we didn’t refill the
  transmission oil enough. I then advised her that we never drained the
  transmission fluid (it is not required in order to replace a clutch), that we
  only topped off the fluid that was lost by removed the trans cooler lines. We
  topped off with 1.5 gallons. We also advised customer again, that we asked her
  to go to a shop on February 9th and 10th and she did not.
  I did not hear from the customer for the rest of the day.
  On February 14th, She sent
  pictures of the clutch taken out of the truck. The clutch indicator was in the
  reset position and NOT the replace position. So we then told her that we need
  mechanics notes to state why the clutch is bad. I still have never received
  that to this day. I also then asked her for the name of the shop and the phone
  number so we could call and speak to the mechanic to figure out the root cause
  of the issue. She did not respond, but then sent pictures of an input shaft and
  clutch brake, also already out of the truck. She then sent me a receipt from
  ************ ** ******** for a clutch (Part Number ************). She also sent
  me an invoice from ****** **** ************ *** in ************ **. The parts
  listed on this invoice were a gasket kit, range piston kit, input shaft and
  input shaft snap ring and 3 hours of labor for installing an input shaft. There
  was no labor about installing a clutch. We then spoke on the phone and I asked
  her for the invoice and/or tech notes from the company that actually replaced
  the clutch itself. She then gave me a phone number, which was registered to LB Transport.
  I called and and spoke to a gentleman who said the clutch was bad, but again
  could not provide a reason. So again, I asked for an invoice with tech notes so
  I could determine if RTS was at fault and I never received it. I did not hear
  from the customer at all until we received notification that there was a
  complaint put in to the BBB. We contacted customer and she agreed that she
  would be satisfied with a full refund of her invoice with RTS. The amount of
  $2843.57 was refunded to card ending in **** on 2/22/23 at 11:13am. Per the
  conversation with the company, RTS was under the impression that the complaint
  had been satisfied as customer received full refund.
  We did not hear from customer. We then received notification
  on 3/2 that the complaint was not resolved after a full refund was processed.
  Customer is now wanting a refund for $2147.71 for outside repairs done. In the
  complaint, she states that we refused to refund her that amount, it was
  explained to her that we can only be responsible for RTS charges. RTS has
  accommodated and gone way over its policy limits by providing a FULL refund.
  The warranty policy at the bottom of the invoice from RTS
  states the following:
  Warranty on MOST parts is one year. Warranty work has to be
  performed in our shop & cannot exceed the original cost of repair.
  Customer was provided this invoice with disclaimer at the
  bottom at time of service.
  We already extended the courtesy of refunding her the invoice
  amount, as it is against our policy.
  The refund of $2843.57 was what she paid for at the time of
  service here at RTS and she only incurred costs of $2147.71 which again was
  outside of RTS. Customer stated her truck repairs have been resolved. We
  understood due to the distance she couldn’t make it back to our shop for those
  repairs to be satisfied so RTS provided a full refund which in turn has saved
  her $695.86. RTS has taken the complete loss by providing a FULL refund against
  our company policy. It’s under no one’s fault that ***** *** *** found
  themselves in a position where they needed repairs but through understanding
  the industry of transportation is why we extended a FULL refund and ate the loss.
  Attached are all the
  pictures that I received from customer...

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I would like for this matter to be resolved. I need to be reimbursed for damages caused by the inferior clutch placed in my truck. These damages were caused by the direct installation of inferior clutch by the business. It is that simple. The mechanic caused a different problem through mechanical negligence. Communication is key. I explained to the repair shop’s manager about the situation. situation. I am still still not satisfied. Yes I was refunded the $2843.00 for the clutch and labor but the truck has issues that arose from that. It caused more damages and it's those damages that I want refunded. I have submitted all the necessary paperwork and I just need my money back that I spent to fix the issues that were caused by the inferior clutch that they installed. I need the machine shop repairs/transmission repairs($599.38), the second towing ($700) and the clutch pedal burnt ($642.09), slate cylinder ($206.29). The total I need replaced is $2014.71. Due to this the truck was not operational. I lost revenue but I am not asking for lost revenue. I am asking for the above mentioned as a result of the additional damages. 

  Please advise
  
  
  Regards,
  
  
  
  ******* ******