Complaints

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• Initial Complaint

  Date:07/12/2023

  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.

  I had a repair done on my differential for which I paid little over 5000 and was told I have 3 month’s warranty on parts as it was a used part but rebuilt and was assured it was good as the owner said he buys from them weekly. 3 weeks after the repair the differential shattered from the inside out. At first they tried telling me I hit something on a flat road but when mechanic looked at it he said it was from the inside out and it was later confirmed after he pulled it apart. After that they said they would contact the seller and have money back to me so I could get back on the road that never happened I had to find that money all over again, they later started getting rude saying warrant took time. Then they stopped taking my calls for 2 weeks also my wife’s, until one evening after the second try they answered my wife that was 2 weeks ago I was told “good news your warrant claim came in today” he asked her how to send my money cash app or Venmo. He later explained to me that he cannot use zelle as the bank blocked them because of some mix up. Since that day when she then agreed to cash app and sent my information for payment I have not been able to get a hold of them over the phone or text. And the number I call each time is the business number listed on google so I know it’s the case where they are not taking any calls from me or my wife. I had to pay wrecker fees and parts and lab out again plus was down for 6 days and I never asked to be compensated on these just on the bad part and even with that they are trying to rob me. How can you get my warranty money and not want to pay it over to me. I need help

  Business Response

  Date: 07/19/2023

  We received a road call for this truck on 5/13/23, we were told “it only needed transmission oil”. Upon arrival, we saw and documented that BOTH of the rear differentials were completely destroyed. They were still smoking and they read over 283 degrees by laser thermometer even after an hour of not driving. On site of the road call, he was under the truck with us as we pulled the plug to the transmission where not a SINGLE drop of oil came out. At this time, he refused any repair service, just wanted oil put in and he would fix it later. We stressed the severity and safety issue the damage had already caused. He finally agreed to only the 2 differentials being repaired. Due to SEVERE lack of maintenance, both differentials had ZERO oil in them, which he again witnessed as we pulled the plugs to drain back at the shop. Due to the price of new parts, reman parts were chosen both by him and his wife. At this time, he was told that we do not guarantee or warranty used parts. It is also states on the bottom of our invoices that warranties are to be taken up with the manufacturer and we do not warranty any parts unless specified in writing. The repair was completed in full, correctly and he left on 5/16/23 without any issues. 3 weeks later and over 10,000 miles, we receive photos and texts from him with a huge hole in the axle housing NOT the installed differential . When his wife called, not him, we told her that the damage from those pictures is from something other than install failure or reman failure to which we cannot warranty. We also told her that the damage was caused by a broken axle housing and oil loss causing pinion bearing to fail, which has nothing to due with the repair we made, nor was the damage caused by our repair. We did say that we would TRY and help by contacting the manufacturer for a warranty, but we could NOT guarantee that they would accept. We never promised to send a refund without an approval from the manufacturer. At first Alliance (the manufacturer) said warranty would be covered BUT after receiving provided pictures of the damage and the loss of oil and well as pictures provided to us that show no damage to pinion and ring gears, as we expected, it was deemed not warrantable. To which the wife was notified. At this time, again, Alliance (the manufacturer) has denied the warranty due to oil loss from a broken axle housing. His wife has continued and are continuing harassing phone calls and messages to us demanding money back for the parts AND demanding money for down time. We have gone out of our way to try and help, but we will not answer harassing phone calls made 4+ times back to back multiple times a day when we’ve given them all of the answers we have and can give. At this time, we have asked them both over text and google review response to cease harassing contact. 
  This man’s semi truck was and is a road and safety hazard to which we stressed the importance of maintenance and talked with him about future repairs needing done ASAP. We have fulfilled our duty as a shop and have even gone above and beyond by trying to get them a warranty approved when again, it states on our invoices that all warranties have to be taken up with the manufacturer. They are now trying to slander our name and reputation. Please see all attached invoices, text message conversations, etc. 

  Business Response

  Date: 07/19/2023

  I would also like for it to be pointed out, he’s claiming $**** for the differential. As shown on the invoice submitted, the entire repair was *********. This total included the road call service to drive to the vehicle, the TWO differentials, additional parts as well as labor. The front differential is priced a* ******. The rear rear differential (and yes that’s the correct terminology) is priced at ******. The total for the TWO differentials would equal *********. The damage that occurred wasn’t to both. And it actually was to to axle housing which again, previously stated. 

  Customer Answer

  Date: 07/19/2023

  Aldo it was stated that we were never informed of anything as they stopped taking calls or responding to text messages attached is my screenshot of messages sent without replies will upload my husband’s screenshots later. They never told us anything and pictures to follow will show oil running like water from truck at time of broken part so how could it be without oil?