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:08/24/2024

  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.

  May 20,2024 I had to let them know that I have to walk away from the truck because I don’t have 7,000 on repairs plus I’m paying 1,000 a week on this rental truck from Penske. All they had to say was that because I’m walking away from my lease which is up next month June 23,2024 that there keeping my 8,900 deposit. On the contract it says you have the option to walk away from the Lease, I didn’t have an option. I had no choice. I never been late paying them 1,014 a week I kept insurance on the truck 480 a month. They want you to pay all this money down and pay all this money a week for a truck they know from their own experience that it’s a piece of shit. The truck has been in the shop more than driven, for multiple repairs, after I drove off the lot engine light came on. I spent 150 at repair shop to find out the problem. EGR needed replacing, 4 months later on Christmas Eve the truck broke down and I had to pay for a tow to a shop. The truck had metal shavings in the oil and the truck needed a whole new engine. I had to lease a Penske truck which cost me 6,000 dollars. March 2,2024 picked up truck two weeks later I spent 2,196 dollars for a brand new radiator. < they could have offered my 1,000 that they were supposed to put in my maintenance account to me for making payments on time during the first six months <. April 26,2024 back in shop transmission issue 7,000 repair. FreedomWay get the benefits in the end, they keep the truck and every penny you put into it. Don’t let me forget about the recording I have on NICOLE in compliance yelling at me and threatened me about money for the repairs-May 16, 2024 even lied and told me that my contract is terminated until I come up with half of the money by that Friday and that there not a BANK!!! like I’m calling them asking them for money. I’ve paid them 55,000 or more for a truck I barely drove and that’s just on truck payments. I slept in a rental car to get that truck just to be misled and scammed.

  Business Response

  Date: 08/27/2024

  Hi *****,
  I have received your letter dated 8/25/24 and carefully reviewed Mr. *****’s complaint and desire for a refund. I want to assure you that FreedomWay Trucks has fully honored the Commercial Truck Rental Agreement signed by Mr. *****, part of which accompanied this complaint. 
  The crux of Mr. *****’s arguments seems to be repair issues. While it is unfortunate that he experienced these issues, a used vehicle will be subject to repairs. We cannot confirm that the vehicle was driven with care or that mandatory pre-trip inspections were conducted while in his possession.  He entered the agreement with FreedomWay Trucks on 6/23/23. He drove and made money with the truck for two months before any repairs were needed(DEF housing 8/30/23).
  I would also like to include some details omitted from the complaint. Mr. ***** was involved in a motor vehicle collision on 12/12/23, causing significant damages. This is why he was unable to drive until mid-January 2024. While at the dealership, it was also discovered that the truck would need a new engine. In light of these circumstances, we went above and beyond by offering Mr. ***** a FreedomWay loaner truck, which he declined in favor of renting from Penske, which was paid for by his motor carrier. Despite this, we still waived most of his rental payments during the repair period, demonstrating our unwavering commitment to customer satisfaction. 
  Our contract (page 12 of the attached “Freedom Support Option”) stipulates that rental payments cease after two weeks of downtime for a repair. Mr. *****’s last rental payment, while the vehicle was down for both body damage and engine repair, was on 1/5/24. From 1/12/24 to 3/8/24, Mr. ***** was only charged $87.55 for the Freedom Support Option—all other payments were waived. It's important to note that Mr. ***** was responsible for neither the accident damages nor the engine repair.
  Mr. ***** picked up the truck on 3/21/24, and unfortunately, his radiator was not working, so he had to get it repaired. After this, Mr. ***** expressed his financial concerns and requested a payment reduction. On 4/15/24, we offered him the option to switch from weekly to monthly payments, which would significantly save him. On 4/18/24, we again explained the basic terms of the agreement. 
  On 4/26/24, he discovered that the transmission needed repair; on 4/9/24, we advised him that he had a $1,000 credit for repair. On 4/30/24, he notified us that he would be returning the truck on the one-year anniversary. On 5/1/24, Peterbilt notified us that the repair would not be covered under warranty due to Mr. 
  
  
  *****'s neglect in maintaining the air dryer. The failure to maintain caused the filter to accumulate and plug, making the MTM in the transmission inoperable. Repair and maintenance requirements and responsibilities are clearly defined in the contract that Mr. ***** signed. He did not adhere to these requirements.
  By 5/10/24, Mr. ***** could not indicate to us when he would be able to pay for the repair of his truck. We tried to work with him before demanding any answers, and by 5/20, he said that he would not pay for the repair despite the manufacturer stating that he caused the transmission's failure.
  Now, FreedomWay Trucks is stuck with a transmission repair of $7,848.90, which far exceeds the deposit of $5,655.49. Therefore, we did not submit a refund for any deposit and are adamant that FredoomWay Trucks followed the contract terms and conditions. Nothing in Mr. *****’s complaint suggests that FreedomWay Trucks failed to meet the terms and conditions of the Rental Agreement, and we applied the deposit toward the repairs. Mr. ***** has an unpaid balance of $8,946.40 with our company. This is configured as follows:
  $6,848.90 Repair Payment Due 
  05/17/2024 $916.70 Weekly payment due (Tax included) 
  05/17/2024 $87.55 FreedomWay Support Program (Tax included) 
  05/20/2024 $89.00 Late Fee for Weekly Payment Due 
  05/24/2024 $916.7 Weekly payment due (Tax included)
  05/24/2024 $87.55 FreedomWay Support Program (Tax included) 
  Total Due: $8,946.40
  Please confirm receipt of this answer and let me know if you have any questions.
  Sincerely,
  ***** ****
  
  
  

  Customer Answer

  Date: 08/28/2024

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:

  
  
  

  Regards,

  
  

  **** *****

  Having to replace a whole engine is not a common repair issue, especially for a 2019 perterbilt with almost 400k miles. Diesel engines have a life expectancy of 720k to 750k some can make it to 1 million mile mark. July 3rd Monday at 7:35 pm I emailed ***** **** explaining to her about the engine light that popped on as soon as I drove off the lot and the 8 recalls that the shop found from that engine light. I paid them $150.00 Freedomway paid to replace the EGR. 8/23 the DEF housing was cracked I paid $1500 to be replaced. Yes I did get into an accident but the damage was minor body work that took the shop have a day to do. The reason the truck stayed in the shop so long was because Rush truck center was waiting on the new engine to come in. When the engine finally got  there the ***** ****** sent me an estimate of 3,279.07 he wanted to replace the R&R Exhaust Manifold and the R&R CCV filter while the engine was out because he said  it’s gonna cost way more money to have this done if he puts the engine back in. Because it is freedomway truck it was their choice and they chose not to have it done. After the accident I still drove that truck and did two to three loads too. After that last load on Christmas Eve in Kentucky Tennessee while I was on my way home to Arkansas the engine started making a knocking sound and that’s when I paid to get it towed to  Rush truck center that’s when they found out it needed a new engine. I have multiple emails and multiple text messages asking for a loner truck. Freedomway only has two loner trucks which was never available. Every 3 to six months I would have to send my mileage to the brake down department and get an oil change I kept that truck up the only way I knew how I’m not a mechanic I’m a truck driver. Matter fact I’m an owner operator with that being said what carrier is gonna pay for me to lease a truck!! That would make me a company driver. I paid for that Penske truck twice, once for the new engine repair and second for the transmission repair which is why I’m still in a Penske truck. The only above and beyond thing y’all did was pay for that EGR. I was gone let this go and let GOD deal with y’all but since y’all wanna lie like y'all did me a favor and owe y’all some money. This just the beginning. Aw yeah I did ask about my payments and y’all wanted me to sign a whole new contract and start over just to pay monthly instead of weekly and all the payments that I’ve already paid just vanishes, how’s is that helping me? And I was two months from my 1 year mark. 

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/29/2024

  Hi *****,
  I have received Mr. *****’s reply. We are in total agreement about the engine repairs. Our gut tells us something more than “minor body work” at the time of the accident caused the engine to fail. However, none of the engine or other repairs were the reason we withheld the deposit.
  As we stated, the deposit was not refunded due to the transmission. FreedomWay Trucks had to pay $7,848.90 for a transmission repair, which is much more than the $5,655.49 deposit. Because of this, we didn't issue a refund and believe we followed the contract terms. Mr. *****'s complaint doesn't show that we didn't meet the Rental Agreement terms and used the deposit money to cover the transmission repair costs.
  I apologize if that wasn't clear in my original response.
  
  Sincerely,
  ***** ****
  
  

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 have purchased a truck from Freedom Truck and the day I took possession I start to experience problems with the truck regarding after treatment malfunctions. Der are me at 5MPH in Amarillo TX and ever since I’m more in shop than on the road. However they asked to bring the truck for them to repair it but after two weeks of working on it I had same problems like before and they said it will exchange it. Didn’t happen because somebody hit the truck while parked and they said once the insurance claim is covered and paid they will proceed with the swap which now they don’t want to do it anymore. And looking back at the reviews looks like they do this on daily basis. It’s sad to see company like this operating and the sky high charges when it comes to payment and they don’t help after that. They offer like warranty coverage that is a rip off: $85 per week, $3500 deductible and after that they are paying only 20% from the bill. They should be investigated and legal action take against them.
  Very said

  Business Response

  Date: 06/28/2023

  We at FreedomWay Trucks appreciate you bringing your concerns to our attention. We take all customer feedback seriously and want to address your issues.
  
  Firstly, we’d like to clarify the issue regarding damage to the truck. Our records indicate that the damage was not reported when it should have been, and it appears there was an attempt to conceal it upon return to the dealership. FreedomWay Trucks values transparency; our policy and contract require all incidents involving our vehicles to be reported immediately. This helps to ensure everyone's safety and maintains the integrity of our fleet.
  
  Secondly, we received notice that your insurance for the truck was canceled, which is a clear violation of the contract you agreed to. Your truck must always be insured to protect the driver, the public, and our company. Repeatedly removing insurance jeopardizes this safety and goes against our mutual agreement. The issue with your insurance company refusing to renew due to the unreported damage to the truck reinforces the importance we place on timely reporting and maintaining insurance coverage.
  
  Thirdly, we've noted the repeated no-shows to the shop appointments we scheduled. These appointments are crucial for maintaining the truck's condition and ensuring it remains safe to drive. We also have information that the truck has been driven despite your reports that it is parked due to repair issues. This raises concerns about accurately reporting the truck's status and use, which is essential for maintaining our standards of service and safety for everyone on the road.
  
  Your request to exchange the truck signals a desire to continue the business relationship with FreedomWay Trucks, despite the issues raised. Since we have talked to you over the phone regarding this we will proceed to assist in trying to work through these matters.
  
  We prioritize customer satisfaction and strive for clarity in all our business dealings. We hope this response addresses your concerns and any misunderstanding.

• Initial Complaint

  Date:08/12/2022

  Type:Product 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.

  ***** ********
  
  Unfortunately I had to return the truck (2016 Peterbilt 579 Orange & White). This was an experience I wish on no one ever have to endure This truck was not conducive to running a trucking business. At this point I cant find the words to describe my experience. The truck was picked up yesterday and I just confirmed that it is back with FreedomWay Trucks today (5/27/2022).
  
  Mileage when truck was leased 9/21/2021 522182
  
  Mileage when truck was returned 5/27/2022 532706.
  I made an honest attempt at operating this truck but due to numerous breakdowns I was unable to operate my business. I still belive that most people are honest and I am still holding on to hope and the expectation of honesty.
  
  Since 5/272022 I have tried numerous times to speak to someone about getting a refund, fir the most

  Business Response

  Date: 08/12/2022

  We understand that Mr. ********'s commercial truck did go into the shop multiple times. We are very sorry for that in every situation, but as a used vehicle it will require ongoing and repeat maintenance. However, Mr. ******** asked us to come get the truck for him. He was unable to keep a driver under his employ and that is the cause for return of truck—not repair or defective equipment issues. Mr. ******** told us he lost a driver at less seven documented times on his account. The inability to keep an employee driving the unit prevented it from being driven. After the final time he informed us in May, he spoke to *******, who is the Customer Care Manager. She informed him at least twice there would be no refund. Since then he has contacted us twice more and been told there is no refund and explained the charges that accrued on his account during which he had the truck but did not have a driver to drive it.