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:06/23/2025

  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.

  On May 30, 2025, LV Road Tec Assistance LLC installed a new water pump on my Freightliner Cascadia truck in ******. I paid $1,704.90 for the part and service. I was told the repair was covered by a 6-month warranty.However, less than 3 weeks later, while driving through ********, the water pump failed completely. A certified mechanic confirmed the part was defective. I had to replace the pump again immediately, and I paid $2,946.57 for the emergency repair.I contacted LV Road Tec and asked for warranty support or reimbursement. They refused to help and instead offered to replace the pump for free only if I brought the truck to their shop which was impossible since the truck could not be driven. This response is unreasonable and not in good faith.I am requesting a full refund of $1,704.90 for the failed service.I called several times no response at all for phone calls and emails. They didnt provide any warranty paperwork as they promised

  Business Response

  Date: 07/07/2025

  I sincerely apologize for the inconvenience you experienced due to the water pump failure. Our goal is always to provide reliable service and support to our customers, and I truly regret that this situation has caused you such difficulty.
  Please understand that the water pumps we use come directly from the dealer, and any warranty claim requires the return of the defective part (core) for inspection. This is a standard process to confirm the cause of failure and authorize any replacement.
  We genuinely want to help resolve this matter, but in order to do so properly and fairly, we must follow these procedures. If the client  are able to return the damaged pump, we will gladly move forward with a warranty review through our supplier.
  Again, we apologize for the trouble this has caused, and we remain committed to working with you toward a resolution. We want to emphasize that we have never refused to helpwe have simply asked that standard procedures be followed. Unfortunately, the client wanted the resolution handled entirely on their terms, but we must adhere to the requirements of our supplier to ensure everything is done correctly.
  Thank you for your understanding and cooperation. Please let us know if you are able to return the part so we can move forward.

  We are attaching the work order, which explains how we proceeded, along with the emails that demonstrate our communication with the person involved in an effort to provide assistance.
  Please review the attached documents and let us know if you need any additional information.
  Thank you for your attention.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23498774
  
  I am rejecting this response because:this response because the business is not being honest in their reply to BBB. I reached out to *********** multiple times via email and iMessage, and they never responded to me. They falsely claim they needed the part returned for warranty inspection, but in reality, they installed an aftermarket water pump, not one from an authorized dealership.
  
  
  I have already replaced the failed part, and the certified mechanic who performed the new installation confirmed it was an aftermarket part, not a genuine OEM part. The new part from the dealership looked completely different in quality and build.
  
  
  If LV Road Tec truly installed a dealership part, they should be able to provide me with official documentation or a warranty paper from the dealer. They cannot, because they never purchased it from a dealer. Their response is misleading and dishonest.
  
  
  I am currently preparing to take legal action, and I want BBB to keep this complaint open and unresolved.
  
  
  
  Sincerely,
  
  ******** **********

  Customer Answer

  Date: 07/08/2025

  Additional Information Regarding Complaint #********:
  
  
  As further evidence, I want to clarify the following:
  
  
  The part LV Road Tec installed on my truck was not a genuine OEM (dealer) part, but an aftermarket replacement. When I took it to a certified mechanic for re-installation, he immediately confirmed the difference and documented that the failed pump was aftermarket. I still have the defective part in my possession and can provide photos upon request.
  I specifically asked LV Road Tec for a warranty certificate or invoice from the dealership where they allegedly bought the part. They failed to provide it, because they did not buy the part from a dealer. Their response to BBB falsely implies dealer involvement.
  I also have screenshots and logs showing they ignored my messages and never replied, despite my repeated attempts to resolve this issue privately before filing the complaint.
  
  
  
  
  For these reasons, I believe their response is misleading and the issue remains unresolved. I respectfully ask that BBB keeps this case open for further review.
  
  
  Sincerely,
  ******** **********
  
  

  Business Response

  Date: 07/08/2025

  We regret that the customer declined to follow our warranty process. As we have explained before, we cannot verify that the new water pump we installed was actually defective without inspecting it.
  Our warranty policy is clear: if the customer had returned to *********, we would have sent a technician to inspect the truck and, if necessary, replaced the water pump at no additional cost.
  When a customer is in another state, any warranty claim requires the return of the defective part (core) for inspection. This is standard procedure to confirm the cause of the failure and to authorize a replacement through our supplier.
  We genuinely want to help, but we must ensure that our warranty process is followed correctly to protect both the customer and our company.
  Thank you for your understanding.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They repaired a transmission for me and the truck transmission broke down. It also tore up the clutch throw out bearings and the warranty was by ****** transmissions. They concluded after checking the transmission that it was put in wrong, replace the transmission, but they didnt wanna pay for the clutch and the work to be done so they push all the other stuff on the company which is ****** to help me with the rest of the expenses to replace the transmission