Complaints

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• Initial Complaint

  Date:08/27/2024

  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.

  On 8/22/2024, I brought my truck to your shop for an issue related to the engine light and requested a truck regeneration for the DEF system. While there, I also requested a state inspection. Your staff advised that an engine diagnosis was required first and provided a quote that included both necessary repairs for the state inspection and additional courtesy inspection items. I explicitly declined all additional repairs to focus solely on the truck regeneration, which was performed. We paid $381.60 for the regeneration, the failed state inspection, and quality control.
  
  Shortly after leaving the shop, the check engine light reappeared. I returned, and your staff requested to perform another engine diagnosis, asking me to leave the truck overnight. On 8/23/2024, I was informed that the Delta P sensors needed replacement. Again, I declined the quote, including all suggested repairs, and inquired about picking up the truck. I received no further communication.
  
  On Monday, 8/26/2024, I was told that repairs were currently been performed despite my clear refusal. Your staff falsely claimed that I authorized the work over the phone on 8/22/2024, which I did not. There is no signed documentation to support this claim.
  
  When I arrived to retrieve my truck, I was forced to pay $1243.76 for unauthorized repairs under protest to regain possession of my vehicle. This payment does not signify agreement to the charges.
  
  Please see attached initial repair worksheet with was requested which was a regen of the truck and SI (State inspection). Also, see attached terms and conditions signed only based on the repair worksheet attachment on 8/22/2024. Please see attached first invoice that was paid when we left the first time on 8/22/2024 for the amount of $381.60.
  
  Please see attached second invoice for the unauthorized repairs charged on 8/26/2024.

  Business Response

  Date: 09/05/2024

  This letter was filed on 8/27/2024.  Unknowing that this complaint has been filed, my foreman and I (service manager) had called this customer (*********) via telephone to discuss and hopefully reach a resolution on 8/28/2024.  During that call, and understanding was reached.  During this customer's visit, for his PA state safety inspection, it was found that it had failed due to several shocks that were past their service life.  When the driver called the customer *********, the results of the inspection were discussed, at which time ********* said to go ahead and order the parts.  While picking up the truck the first time, the driver (in front of him) asked when the parts were due in so he could return with the truck.  The truck did return due to a check engine light coming on.  At that time, we spoke again with the driver and advised we would diagnose the engine and do the work discussed previously for the inspection, to which he responded ok.  We do have a signature on the check in paper which clearly states the signee has the authority to approve repairs (attached).  Once ********* voiced that he did not actually approve the repairs himself, we stopped work immediately upon reaching a point where the truck would be safe to drive (yet still not where it would pass a Pennsylvania state safety inspection). 

   

  During our phone call with ********* on the 28th, he explained that he asked us to order the parts, but then elaborated that he meant it as a "just in case" scenario. He also advised that his driver speaks very broken English and that often times when he is confused about something, he'll nod and say OK.  We explained that in our business, we very often deal with fleet managers and not directly with the drivers when it comes to repairs, so around 70% of approvals for work are done via phone with people often times not located in the same state due to the nature of the freight business.  Also, we explained that while we could tell the driver spoke poor English, we did our best to thoroughly explain the nature of the work and what was needed done, to which a nod and OK are taken as approval (to which his signature gave him a right to do).  Also, during our phone call, we explained that we do not conduct "shady" business, and while we would never downplay the amount of his bill as insignificant, in our monthly budget it is a very small sum and absolutely not worth losing a customer over.  We did offer, as a sign of good will, to adjust our practices with his company on future work to ensure no misunderstands on either party occur moving forward, as well as to try and help him with his balance of remaining repairs as his truck needs these repairs to pass inspection in this state and continue to be legal to operate.  While he wasn't happy, he did come to a conclusion that the entire instance came about due to a misunderstanding caused by a language barrier.