Complaints

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• Initial Complaint

  Date:03/12/2025

  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.

  Have recorded conversations that dispute the work they charged us for and paid $2000 for truck repair and have more issues! They took the valve cover off and now our valve cover is leaking which wasn't an issue

  Customer Answer

  Date: 03/22/2025

  The new shop removed the valve cover and the wires were cut! So when reassembling the truck they failed to tell us the valve cover was destroyed and wires cut 

  Business Response

  Date: 03/22/2025

  This truck has a significant amount of issues.  It needs a lot of work.

   

  We explained this to the customer, and stopped working on it when they declined further repairs.

   

  We have signatures on everything.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23056146
  
  I am rejecting this response because:they called asking can they remove the valve cover they never explained that once removed it would need to be replaced! The truth is in a shop and they cut the wires to the valve cover! This wasn't told to us! They asked for 5k to change fuel injectors I said I couldn't afford that and I will be picking the truck up! They put the valve cover back on with cut wires! Now the valve cover has to be replaced as well as fuel injectors it doesn't need significant work! They literally have diagnosed as fuel injectors and charged me for valve cover because they cut the wires when removing it 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/24/2025

  Good Afternoon! I am responding in further detail about the customer unit # ****** that was brought in on March 6, 2025 for being in limp mode with stop engine light on, during check in, customer stated he has to spray starting fluid to start unit. We pulled unit into shop to begin troubleshooting, tech notated that there was oil all over truck floorboard and a starting fluid can readily available under driver seat. Called ***** ******* for further information on what unit was doing. Ameer stated once again that he had to spray truck with starting fluid when it is cold to get unit started and that the unit will not complete a regen. Begin further diagnosing and found truck would not complete initial test due to coolant temperature being out of range, we had to repair the coolant temperature first by replacing thermostat prior to diagnosing unit further, we informed Ameer and received approval for replacement and for further diagnosing after replacement. After replacement, re tested and unit failed engine running test due to injection control pressure unable to build. Code ****** and ***** present for injection control pressure, these issues must be fixed to perform a regen on this International truck, it is specific to this truck and International software. Called customer to inform of findings and received approval to remove valve covers and inspect injection control pressures and oil rail. Removed valve cover and intake pipes to access rail, injector wiring harness is built into valve cover gasket and was never removed or damaged from unit at all during the diagnosing process. Ran truck and found oil leaking from injector seals causing rail pressure codes and hard starting issues, worked up repair estimate and informed customer of needed *********************** and cost to perform. Customer declined and asked us to reinstall removed parts and perform a regen. Customer wanted regen performed despite knowing issues on unit and knowing codes are preventing regen operation, attempted to force regen as requested through alternative software and regen would not begin due to codes in system. Customer arrived to pick up unit and stated engine light was still on unit for DPF soot load, same code they arrived with. Informed customer until *********************** are completed on the estimate we provided, that the codes would not clear off of unit nor perform a complete regen. ***** ******* signed Specialized Truck Repair release of liability due to declining needed repairs, knowingly, that the truck was not fixed at this time. Ameer drove this unit from our facility in operating condition, injector wires were never cut or unit would not have been able to drive away from our facility. I have attached a copy of the signed check in sheet, signed authorization and signed release of liability for your viewing. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23056146
  
  I am rejecting this response because:
  When they asked to remove valve cover they never stated it would have to be replaced! I have a recorded call from the ****** of the shop stating they automatically put that in the billing because once removed it has to be replaced! This wasn't made aware to us! When I asked can they put the unit together so we can pick up! On a recorded call he said it's destroyed once we remove it unit came in with code 3936 and they called us and said thermostat was stuck paid $1800 for thermostat to be repaired! They destroyed the valve cover when removing it when unit was picked up it was leaking oil on billing also they said all injectors was leaking but the ****** said he never stated all of them were leaking! The truck was never forced to regen! As I have a recorded call that the ****** said he could force a regine because he had to do a test to key first so them stating they try to force a regen on this unit is LIES! I have 2 recorded calls with me, my wife and diesel mechanic ***** ******* that specializes in our truck stating to the ****** they weren't honest band destroyed the valve cover since we declined the repair they slapped the truck back together and it wouldn't even stay running to drive the unit off which was drove their the truck had to be towed back to another shop! 
  We want the price for th valve cover to be replaced since it wasn't clear that once they removed it would be destroyed I can send pics of valve cover and the damages done to it! 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/24/2025

  We performed the job we were instructed to do. Upon informing Ameer of the findings and the truck needs, we were told the recommended repairs were declined and the customer asked us to reinstall the removed parts and perform a regen. We installed the removed components that were removed for the approved diagnosing purposes and attempted to perform a regen which failed due to declining needed repairs. The estimate for recommended repairs is $3600.35. If you would like to just replace the valve cover gasket, the part cost is $1080.44 plus tax, the labor to replace the valve cover gasket is $900.00 plus tax. During phone conversations, a leak was never discussed on external valve cover gasket. Internally the injector pucks are leaking, which requires the full estimate of $3600.35 to repair, which was declined so the truck will continue to have a leak internally until this repair is completed. 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23056146
  
  I am rejecting this response because: we were never told that if the valve cover was removed it would have to be replaced and you keep saying a regen was forced when it was not! I have a recorded phone call stating that! To charge us $1800 for thermostat when further testing could be done and that still wouldn't of fixed the vehicle is dishonest destroy the valve cover gasket on the truck 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/25/2025

  The customer was informed of why the thermostat had to be replaced, the customer was informed of the next steps needed. The customer declined *********************** to fix this problem correctly and they declined the needed repairs. All of this is notated on the customer invoice as well as the customer signed a release of liability knowing that the truck was not repaired due to declining needed repairs. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23056146
  
  I am rejecting this response because:What they did was dishonest & was deceptive never told us the valve cover was destroyed 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/26/2025

  The valve cover is not destroyed. If it was destroyed the unit would have no started upon pickup. However, you do have an internal leak which was provided on your estimate, this was presented to you and you declined repairs. If you would like to proceed with repairs to properly repair this unit, we are willing to drop the labor rate from $150 to $145 per hour to help you out on the pricing. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23056146
  
  I am rejecting this response because:yes I have uploaded pics the valve cover has to be replaced due to it being removed and the negligence in removing it! 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/27/2025

  I have viewed the picture you sent, it appears you have removed the parts and they are laying on the ground, the gasket you're talking about is laying on top of the valve cover. We will not be warrantying any part that we did not replace, nor that was removed by a back yard mechanic that is not working inside of a shop with removed parts secured in a clean shop environment. Secondly, as stated previously, the release of liability was signed by you declining these repairs we recommended which releases Specialized Truck Repair from any liability of your vehicle.