Complaints

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• Initial Complaint

  Date:03/05/2024

  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.

  My concern is that the mechanic did a very poor repair job on my truck with negligence on the behalf of the mechanic repair shop that kept my semi-truck over 5 months and overcharged me. I took my truck in on June 22, 2023, and the original price was $ ********* but ended up paying $ ********* + So once I received my truck back on November 20, 2023, two days later I had to take it back due to major leaks. They kept my truck for 9 more days without touching it, and once I question it the mechanic did not want to hear what I had to say and curse me out. He told me to take my truck out of here and don't bring it back. So, I took my truck to another mechanic, and they found out the problem. He found that my front main seal was leaking also my rear main seal was leaking. Found out they install the seals in backwards. The rear seal was in the front and the front in the rear. The seals were also dented up because the proper tool wasn't used. These issues have cost me an additional $ *******. I failed to mention that this is a new engine that I had installed, and they didnt break it in correctly. They let it sit in idle for three days, and that will damage the new engine components and cut back on the engine lifespan. So, once I put the truck on the road January 3rd, 2024, three days later oil was running down on both sides of the engine, coming from the valve cover. If the engine would have been broken in correctly, they would have saw the issue. The mechanic would always say that my truck would be ready by the end of the week. when the end of the week comes it's always will be in a few more days. Plus, it was stated by the owner himself when my truck was to be finally ready the next day. He said to me that when my truck came into his shop, that he started to tow my truck to another shop because they don't do big jobs like this. but his shop manager asks him can he finish it. I'm like saying to myself, so in other words you guys were using my truck as an experiment.

  Business Response

  Date: 03/06/2024

  Tell us why here...The truck was originally priced at that amount, but customer was told as time went along that there was parts that they did not have anymore, causing us to have to get the part to that replaced the part, which in turn cost more. Customer was told about the price difference and agreed to upgrading a few parts as well. As far as the wait the customer was told that the parts were on backorder from a union issue, covid issues and we had to wait to get them in. We also had to wait on customer to make decisions on **********************/replacement parts as well. The customer brought the ********************** back in and the issues were fixed when he left our shop. The engine was broken in right according to ******* Diesel as we confirmed with the engine company that builds them. The truck left our shop the end of November and did not come back for any other issues. As far as the truck pouring oil out the customer should have brought the issue to our attention so we could address the problem. When the customer took it to another shop that voids our warranty automatically. The customer was discounted labor/parts by the owner before paying for his bill. We do not need to experiment as we are a diesel shop and have installed many engines all types, shapes and sizes. It is time consuming when doing complete engine jobs, whether you are waiting on parts and or customers to approve things along the way, but the big hold up on this one was parts: backorder, part no longer available etc. 

  Customer Answer

  Date: 03/07/2024

  I am rejecting this because: as I stated before, when I brought my truck back, the mechanic let it sit for 9 days doing nothing but letting my truck sit in idle. I was not going to let them hold my truck hostage any longer with no results. The mechanic also cursed me out and told me to take my truck out of here and never bring it back, because I brought the parts there to speed up the process and he wasn't having that. So, I did my part of trying to let them correct what they messed up. The reason why we are here now is because I feel that things where not handle professionally and when I tried to talk to the owner, it seemed as if things were going to get done but nothing changed. If you have been doing this for years then why did the owner *** say he was going to pay to get my truck towed to another mechanic because this was too big of a job for you, but the mechanic talked him into letting him finish it. Also, yes, I understand that the price was going to change some but not $20,000+ and when you brought up the other parts needed, I agreed right away, which I have the text to prove and brought any additional funds that were needed.  As for the covid issue, that is a non-factor because things were better then, and you just kept putting my truck behind other trucks that you were fixing because it was such a big job. Also, you said that once I took it to another shop it voided my warranty, what was I supposed to do bring it back to you when you told me to never bring it back again and you are the only mechanic that was able to work on my truck. Once I took my truck to another shop, they point out multiple things that were wrong from your work and they are willing to testify to that. Bringing it to your attention did nothing for me but brought excuses and foul language with an altitude.  

  Business Response

  Date: 03/12/2024

  You should have contacted the owner *** to get your issues addressed, regardless of what a mechanic may have said. *** the owner would have taken care of any and all issues that you had. As far as the truck being put off is again because the parts we were having to wait on there was some type of union strike or issue that even dealerships were facing problems with getting parts everyone was having to wait on parts everywhere. We wanted to get your truck fixed not let it sit as it tied up our bay for so long. The price changed due to engine and or its components as they had to be upgraded as you approved. The mechanic advised you of the change in the engine from ************** that the engine had changed its exhaust manifold system they did not make anymore and you were told and explained by 2 mechanics and the owner. Prices of parts are different in different places. Some of your parts had to come from way off and freight had to be charged as you agreed so they would get here sooner. The owner cut your invoice in price for thousands of dollars before you paid the invoice. 

  Customer Answer

  Date: 03/12/2024

   
  I am rejecting this response because: I did contact the owner and the response every time was I will get on **** and make him do the job, but nothing ever happened as he was stating.  Also before I ran into *** in the shop, I continually asked for his phone number and everyone kept saying was we can't give you his number. *** the owner wouldn't take care of any situation while my truck was in the shop he also kept saying **** is working on this truck I don't know what is going on but I will check, so letting *** know did not help. I have talked with multiple mechanics that say the problems I am having with my truck should not be happening with the amount of money I paid and the type of job I was supposed to be getting done. Ok you keep saying price change because of parts are we not supposed to agree with ever price change, if that was the case I wouldn't have been so surprised when I received my final bill. Yes *** did knock a couple thousand off but we only agreed because it was just going to hold up my truck longer. As for you wanting to get my truck out of your bay, it wasn't in your bay it was sitting outside so therfore nothing was being held up. I have  texts, photo, and the agreements of we agree upon before the final bill as well as other mechanic response to the situation. So at the end of the deal you did a poor job and poor customer **********************.