Complaints

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• Initial Complaint

  Date:05/12/2025

  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.

  05/12/2025 $560 was charged from my credit card as part of this business' "pre-authorization" charge in reality this was made when this companies "road-side service" came out to fix a semi-truck they never fixed anything and threw the easiest option out there for them which was to "tow the truck"i repeatedly explained the issue over the phone with the dispatcher that i needed a diagnostics ran and a DPF outlet temp sensor to be replaced When i received a phone call from the companies owner with threats of "taking out my drive-shaft" and sending in a tow truck to tow my vehicle. He seemed completely unaware of the problem at hand and insisted on towing the vehicle. When i asked him "why don't you ask your dispatcher whats the problem" he refused to listen and kept threatening me and my driver.This business has received more than 100+ 1 star reviews and there are multiple people that have suffered from the actions of this business.

  Business Response

  Date: 05/16/2025

  Hello and thank you for bringing this situation to our attention.  After conducting an internal investigation we would issue the following response.  It does appear there was miscommunication regarding how to handle the situation, which appears to partially stem from a phone call that did exacerbate the issue.  The requested service was performed, though we must note that we, as policy, do not perform repairs or part replacements without first diagnosing, unless specifically and explicitly requested to do so, at which point we make no claims to the effectiveness of the work performed to mitigate the unconfirmed issue.  That been said, in this instance we performed the requested diagnostic on the truck and it was determined by one of our most senior technicians that the vehicle needed to be towed to the shop for more extensive testing.  It should also be noted that to replace the requested sensor roadside would be neither practical nor safe and may not even effectively resolve the issue because preliminary diagnostics could not confirm that sensor to be the culprit.  As is normal procedure in these cases, we optioned that to the customer and it was made clear that was not a welcome remedy, so we did not tow the vehicle, we disengaged service, and the customer was charged only for the requested road service and diagnostic.  If at any time the conversation felt aggressive or threatening, we would like to assure that we do not condone or engage in such practices and any such examples of this are taken seriously.  If you would like to discuss the matter more, please call the office ************ and dial extension 122 to be connected to the executive office, where we would be happy to take your call.  Thank you.

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

  A request to replace the *** outlet temp sensor was stated over the phone call and to perform further diagnostics causing the truck to go into derate.

  Your service tech arrived with a autel computer that is not designated for deep diagnostics and scans for semi trucks, it is a cheap computer made to scan trouble codes in the **** The mechanic did NOT arrive with Detroit software that's needed to scan a Freightliner properly and perform multiple SCR tests and regens.

  After 10 min of scanning the truck

  I received a phone call from the mechanic stating it needs "a tow"

  Your company having multiple tow trucks and a bad reputation would make common sense why the easy answer out was a "tow"

   

  After further conversation with the mechanic I was told the "boss" would call.

   

  When the "boss" called the conversation started with aggression and disagreement, he had no idea what I requested from the dispatcher and what sensor needed replacement, as the conversation escalated into threats, as in "pulling out the driveshaft" from underneath my truck, so he "wouldn't go anywhere", because "I'm sending in a tow truck, you are getting towed!" It continued with multiple swear words, and no resolution or understanding from what the job actually entitled and what was requested.

  The service tech on-site pushed my driver out from his driver side door and proceeded with his "boss's" commands until my driver said "I will call the police ".

   

  Nothing for resolved, the tech left, and in the end we got charged $560

  
  

  Business Response

  Date: 05/20/2025

  Hello,

  We have heard your response.  The technician dispatched to this request for service was equipped with a fully functional diagnostic computer with software capable of doing much more than just reading codes.  We were requested and dispatched for the purpose of diagnosing the truck and did so.  From this diagnostic it was determined that the truck should be brought to the shop for further evaluation and repair.  We are not in the business of misleading customers or in any way forcing them to undergo excess service.  The recommendation to tow the vehicle was not a default response or money making effort, it was a legitimate recommendation of our technician given his professional expertise and the circumstances of the event and we stand by that decision.  Additionally, the vehicle's preliminary diagnostic readings were inconclusive without further testing that would be impossible or unsafe to conduct roadside, and absent a clear reason for breakdown, we do not just replace parts.  We stand behind our work and policy dictates that to ensure work is defensible, we only perform service and part replacement when there is a clear reason to do so, for obvious reasons.  We are experts in our field and maintain our policy of informed diagnostics prior to repair, which is consistent with all major repair shops and dealership policy and is industry standard.

  The only other matter is that of the conduct of our employees.  Let it be known that we take such allegations seriously, as we value integrity of our conduct, reputation, and quality of service.  We are conducting an internal investigation into any unprofessional behavior and all employees involved in such will be dealt with internally if found to have been at fault.

  Your requested resolution is to finish the job. If you would like us to do so we would be happy to fully diagnose and repair the vehicle, which may involve getting the vehicle to our shop by some means, whether tow or otherwise. If you would like us to complete repairs on this please call the main office and we would be happy to assist.

  Thank you.