Business Profile

Truck Dealers

Rush Enterprises, Inc.

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Complaints

This profile includes complaints for Rush Enterprises, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

32 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:12/11/2023
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.
I have a school bus that was having multiple issues and needed repair work completed. Bus needed mobile service on parking brake to make towable. Mobile bill was $1182.24 tow was completed 8/24/22 by ***********************. Mobile bill was paid 11/21/22. Shop work began on 4/27/23. First quote was provided 5/2 approved on 5/3. Quote was updated 5/15 approved 5/19 and $8588.91 paid as a down payment. Rush communicated repair estimate would need updated 6/15 communication ceased 6/26. Multiple calls and even in person conversation have happened with no repair estimate or other solution provided. Bus is not drivable and work paid for has not been completed. I will not pay Rush any additional funds.
Business Response
Date: 12/13/2023
******************,

I am sorry the experience you have had from **** is dissatisfactory to say the least. After reviewing the repair and the communication I have no explanation as to how this happened. **** does certainly want the chance to keep your business as a customer and the chance to grow a healthy customer relationship. In good faith, **** will complete the remaining brake repairs that are needed at no charge to you. If any other issues other than the brake repair are found to be needed, that will be discussed between you and ********************* to reach a decision and repair agreement. Please let me know if this is satisfactory to you.
Initial Complaint
Date:12/08/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Rush Truck Center **** ************* *********** ** 87121-7763 800-357-6643 11/10/2023 thru 12/2/2023 My semi was taken to Rush Truck Center for an estimate of 3rd gear on my transmission. I was provided an estimate for repair. I was grossly overcharged, paid for services not rendered, and paid for a repair the day after services were provided. I also had to fix a radiator and air leaks -damage that was caused and created by **** . I will provide copies of all invoices for your review. I have a video that shows my original transmission was never touched. This video was provided to by from Freightliner when they picked up my core. Video was unable to upload so I edited the video into still photos to show transmission had not been opened. Transmission is covered in dirt and oil and in no way had been opened. I uploaded a statement of the events that took place, invoices of charges and expenses and 10 still photos showing my old transmission had not been dropped, inspected or rebuilt.I am asking for a refund :11/30/2023 invoice ********** job 3 Drop and Inspect Transmission $ ******* plus tax 11/30/2023 invoice ********** job 4 transmission rebuild $2873.85 plus tax 12/01/2023 invoice attached Job 1 output shaft seal leak $ ****** and Job 5 same invoice transmission oil cooler r&r $ ****** Total $1370.91 I am also asking for reimbursements for new radiator and air fittings 12/01/2023 Kenworth invoice 106538ALP $ ****** 12/02/2023 Napa receipts for fittings $477.05 and $18.30 Asking for reimbursement of $8000.00 to cover dropping transmission which was not done, transmission rebuild that was not done, repair after new transmission was installed and I was charged for leaks that should have been noticed prior to semi leaving the shop, a radiator that RUSH cracked by not supporting the engine when they removed transmission and air leak fittings that should of not been leaking when semi left the shop, plus sales tax paid .
Business Response
Date: 12/12/2023
********************,

I am sorry your service at Rush Truck Center was not the experience Rush strives for on every repair. I have reviewed the repair and the charges from the repair. The original transmission was removed from the truck and the top cover and shift bar housing were removed to inspect the internal gears and inside the transmission. This is where the internal damage was found and why you were provided an estimate for repair. After **** received your approval for repair, the transmission was disassembled so when the new parts arrived it would be ready for reassembly. **** cannot control parts orders and delivery time, the parts come from suppliers. Once it was determined it would take two weeks for parts to arrive, you elected to purchase a transmission and supplied it to Rush. The Technician then proceeded to install the transmission and complete repair. After the repair the engine was ran at operating temperature and no leaks were present. **** returned the truck to you. After you operated the truck, a leak did appear from the transmission output seal which Rush repaired. While performing a pressure test after the repair the Technician did note he noticed the radiator leaking, **** then asked you if you would like to have it repaired, you declined any further repairs, so the truck was released back to you. As goodwill and customer satisfaction Rush will reimburse $3,180.35. Please verify the name to make the check to and address to mail the check to.
Customer Answer
Date: 12/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. RUSH *** mail my reimbursement check to
***************************
14 ************
******* ** 87042

Regards,

***************************
Initial Complaint
Date:11/08/2023
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.
As of today, we are 312 days into 2023, and this current truck has been in Rush's shop for 175 of them. These are warranty repairs, but it is like the truck gets pulled in for diagnose/repair, goes out and fails a road test, then sits on the lot (at the back of the line) until they can get it back in to repeat the cycle. There is no sense of urgency whatsoever with this dealership. I have repeatedly asked for numbers to **** or **************** so maybe I can get some results, but my emails are ignored. Unfortunately we don't have an option as this is ****'s authorized repair center. As a result, I won't ever purchase another **** ever again in my life. And this is just one of the two trucks we have in their shop. These are industry specific trucks and we don't have the luxury of just going to rent a replacement. This has just gone so far beyond reasonable expectations for a repair that I don't know what else to do. I suppose our next step is hiring an attorney as nothing else seems to work, and we are losing money by not being able to operate these trucks.
Business Response
Date: 11/20/2023
****, I am sorry that you are having issues with your truck and *****************. I would be happy to assist you with your issues and find a resolution for you. I need some information so I can research this issue. Can you tell me which Rush Truck Center your truck is located at and the last 8 digits of your VIN so I can look up the repair?
Customer Answer
Date: 11/20/2023
Complaint: 20843224

I am rejecting this response because:
This is not a response, it is a request for additional information. And it was about as timely as the repairs on this truck. They did actually finish with this one, after about 185 days in the shop, so now we wait on our other one that has been in and out of there since March as well. These are all at Rush Medium Duty in ******.

Regards,

*****************
Business Response
Date: 11/21/2023
I have reached out and spoke to *****************. **** is troubleshooting the issue with ***** **** Systems and working with their Tech Support. **** heard from ***** today and they gave instructions on a wiring repair. Tech is in process of installing a wire overlay.
Initial Complaint
Date:09/27/2023
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.
On march 21 I purchased a 2018 peterbuilt 579 from Rush truck center. By the the first week of April I had. A major problem. After that it has been on road one week and in shop for 3 weeks 4 separate times. This last time it has been being repaired for over 2 months with a full overhaul. Warranty only covered ***** and Rush is charging me close to ***** dollars. They even admitted that the truck was running with the wrong water pump installed which could have been the cause of all my problems. I would just like my money back or for them to pay for repair and rebuy warranty.
Business Response
Date: 10/13/2023

****************, **** gets that you have had problems with this truck and empathizes with you. Any truck with ******* miles is worn and is going to have problems. **** spent $8,967.00 in repairs preparing this truck for resale. Issues that were seen and apparent were repaired. **** cannot for see future break downs, nor what the breakdown will be. The aftermarket warranty you purchased has stood strong on your behalf and has paid $26,756.66 for the three major breakdowns. You have paid $16,544.48 out of pocket for your portion of the three repairs for deductibles and miscellaneous parts not covered by the warranty. The truck purchase was finalized on March 29, 2023, 7 months ago and was sold as is with no warranties by Rush. Rush will not provide any refunds.

Customer Answer
Date: 10/13/2023
Complaint: 20665184

I am rejecting this response because: this truck was sold to me with parts that did not belong on this truck. This was Rush that found this on truck and has given same problem from the first month. They also miss diagnosed problems when they should have done an overhaul from the get go and would have saved me a lot of $. Up to now my out of pocket expenses have been over $26,000 dollars. They should have known of these problems because it was a local fleet that must have records of what the problems Truck had prior to being sold truck being on the road less than 30 days out of 6 months is just not a truck that should have been sold like this

Regards,

*************************
Business Response
Date: 10/16/2023
There were no parts on that truck that did not belong to that truck and at no point did Rush mis-diagnose the symptoms the engine was experiencing at the time of each repair. The first complaint was engine oil in the coolant. The warranty company NTP directs all diagnoses and repairs when they are paying for the repair. **** was instructed to test the oil cooler,which had failed. This failure caused the oil to mix with the engine coolant.Rush was instructed and approved to only replace the oil cooler which did cure this complaint.
The second complaint was the engine was consuming coolant.**** was directed to test the *** cooler and found that it had failed. The *** cooler was replaced, which cured this complaint.
Three months later it was reported that the engine was still losing coolant, with no external coolant leaks present. Rush was directed by NTP to check the cylinders for leakage. It was found that the #4 cylinder was the cause of the engine's internal coolant leak. At this point NTP directed **** to perform the engine overhaul.
NTP or any warranty is not going to approve an engine overhaul when an external part causing an engine concern. **** followed direction and all proper procedures were followed during diagnostics and repairs.
Customer Answer
Date: 10/17/2023
Complaint: 20665184

I am rejecting this response because:
Last message I submitted an attachment of email where **** was advising me that the water pump on the truck was not the correct water pump for this truck. Also Rush did misdiagnose because it should have checked egr when it did oil cooler. That next repair was not three months later. It was at rush the very next week.
Regards,

*************************
Business Response
Date: 10/19/2023
****************, it was noted the wrong water pump was on the engine. However, the truck was not experiencing overheat issues so the water pump did not affect the engine nor, would having the wrong water pump installed affect or cause the subsequent part failures the engine had. **** did not misdiagnose the complaints. When the oil cooler failed there was no indication that the *** cooler was failed, there was no complaint of a coolant leak or coolant consumption from you at the time you complained of oil in the coolant. **** does not practice in over diagnosing or replacing parts that are not showing that they are failed. **** does not replace non failed parts as preventive maintenance. Also, NTP Truck Protection directed the repair and would not approve replacing parts that were not failed or not related to the repair of the failed part.
Initial Complaint
Date:09/06/2023
Type:Billing 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 took my truck to them for a Inspection they said it didn't pass because of a leak in water pump so they charged me $500 to get my truck so i could go get a 2nd opinion and told me the reason they charged that much was because they had to clean the motor which that was not true
Business Response
Date: 09/06/2023
I would like to look into the issue for you. I will need some information from you to proceed. I need to know which Rush Truck Center you took your truck to. I will need the invoice number or the last 8 digits of your VIN so I can review the repair.
Initial Complaint
Date:08/31/2023
Type:Billing 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 specifically said to run my credit only once and my business partner who was with me heard that as well. The salesman says he heard me say that as well too. The finance company ran my credit 4+ times making my credit drop almost 40 points without my approval. This is difficult in a time when I am in need to use my credit for my business to take off. It has caused a huge delay which is resulting in loss wages. This needs to get repaired ASAP!!!!!
Business Response
Date: 09/06/2023
I am sorry to hear of this happening. There were no details of the transaction or where the transaction took place. It states a *************** ran your credit 4 times. Rush Truck Center cannot control what an outside company does. **** cannot correct a person's credit score. You will need to ask for help from the Financial Institution or a credit repair company to restore your credit score.

Customer Answer
Date: 09/06/2023
Complaint: 20550009

I am rejecting this response because: I specifically told the salesman my to only run it once. The communication issue is the salesman and the finance company. He was in such a hurry to make a sale and constantly bothering me and said he will get me approved no matter what. The fact that he kept pushing my credit is unacceptable. I told him not to. I have witnesses and even the salesman has said he heard me say that. I had no communication with the finance company. I just received letter after letter in the mail from multiple finance companies. This is highly unprofessional and your company should be held 100% accountable since I had no access to these people running my credit, only your unprofessional salesman. Now, you say I have to take extra steps out of my busy life to go through another company to repair my credit when I never asked for any of this is absolutely insane. Accept the fact that your company is responsible for such a large point loss on my credit. This is crazy. If I were able to take control of all of this in the beginning, this would not have happened, but your pushy salesman was too desperate to make a sale and screwed me instead.

Regards,

***************************
Business Response
Date: 09/14/2023
****************,

We have done everything we could to determine who you are, where this incident occurred and with whom. You have provided no specific information that we could use to determine if your statement is even true, and you have refused to engage in any conversation other than this public forum.

Therefore we must assume that this claim has no validity.

If you wish to discuss with us, we are open to hearing from you and will be happy to address any unprofessional actions that *** have occurred on our part.

Thank you.
Initial Complaint
Date:06/14/2023
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.
I purchased a 2017 International **** - 26' Truck from Rush Truck Center in ******* (**** ******** Avenue; *******, ** *****) on March 3, 2023 for $53,125, ****** *********************** was my sales rep and ***************************** was the manager. I began to experience issues with the truck I had purchased from the Rush Truck Center in *******, a few hours after driving off the lot. Before leaving, I asked my salesperson how long the truck had been parked with the same diesel, he assured me that it wasnt for too long. I filled up both tanks with diesel at QuikTrip (#*****, ********************************************************) and then continued my trip back home. After a while of driving my truck was not accelerating as fast, it felt like I had lost power. I checked the dash for any warning lights and didnt see any. I filled up both tanks again with diesel at Pilot (#***, ************************************). After a week of waiting, I was able to drive the truck for work. That is when all the issues with the truck started to pile on--- Driver side window doesnt go up or down easy, lift gate started to make a cracking sound, battery cover came off and flew out, mud flap on the rear driver side flew off, I was still experiencing power loss when accelerating. About 2 months after driving off the lot of the Rush Truck Center in *******, the accelerating issue was getting worse. The engine light came on and I also began to hear some sputtering. I took my truck on May 10th to the Rush Truck Center near my house in *******, **. They found water in the fuel injector pump and so the 6 fuel injectors needed to be removed. The Rush Truck Center in Ashland provided me with 2 different quotes, the one before my insurance coverage was applied was $12,601 on May 11th, then it went up by $2,663 to $15,264.02 on June 2nd when my insurance coverage was applied. I need Rush Trucking to cover this repair bill. I was misinformed about what I was purchasing.
Business Response
Date: 06/27/2023
**** acquired this used truck in mid-February. All trucks undergo a used truck inspection and any items found needing repair are repaired before a truck can be offered for sale. Their were no mechanical issue found with this truck at the time of inspection and the engine was solid with no issues. ************************** purchased and took delivery on March 6, less than 30 days since **** acquired the truck. ************************** then drove the truck 24 miles to *******, **. and states that he filled the trucks fuel tanks with diesel from this station. ************************** stated he did not experience any power issues until he was in ************** still on his trip. ************************** states he also filled the trucks fuel tanks in ************* **. Water is ingested into a fuel tank from the fuel added to the truck from an underground fuel storage tank that all fuel stations have. ************************** continued to drive the truck for two months after the truck purchase before having a failure. The failure was determined to be failed fuel system components from water in the fuel. By the history records and the current mileage on the truck at time of breakdown,the truck has been driven ****** miles. ** **** had sold ************************** a defective truck the mechanical failure would have occurred ****** miles prior. **** is declining to participate in the repair needed to Mr. *********** truck. **** did not sell a defective truck, nor did Rush cause the damage to Mr. ************ truck.
Initial Complaint
Date:06/05/2023
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 05/03/23 we took our 2019 Peterbilt truck for repair to Rush Truck H33**343634**363635**H in Sylmar **. *********************** Sylmar ** *****. The truck had some codes and it wouldn&#**;t start unless we jump start it. They gave 2 different repair estimates by email, one was on 05/10/23 for $6952.38 and the second estimate was on 05/19/23 for $8258.21 and we approved the repairs.After they said the truck was ready we picked it up on 05/27/23 but the truck was exactly the same as when we took it in, it wouldn&#**;t even start, it had to be jumped to start but they said the truck had to be driven to be okay. But it wasn&#**;t, it still has the codes and it doesn&#**;t start unless we jump start it.The person that was communicating with us regarding this repair was *************************.
Business Response
Date: 06/14/2023
** Logistics brought their truck to Rush Truck Center Sylmar with multiple warning lights on the dash on. Rushs initial diagnoses found the Power Distribution Center Module was compromised and had to be replaced.Further diagnostics found that the batteries had recently been replaced, not at Rush Truck Center and were connected incorrectly causing multiple electrical issues to the truck. Rush Truck Center performed updates to multiple modules for the engine and also found that the alternator had failed and also had to be replaced. Upon completion of the initial repair quoted to ** Logistics Rush found that there were further electrical parts that had been affected by the incorrectly connected batteries and further repairs and parts would be needed.After Rush in formed ** Logistics of this, the customer declined further repairs and stated they would pick up the truck with no further repairs being completed. **** is declining any customer reimbursement due to not being allowed to complete the necessary repairs to remedy the customers original concern the truck was brought to Rush for.

Customer Answer
Date: 06/15/2023
Complaint: 20147393

I am rejecting this response because:
We only received two written estimates and we approved them, but that didn't change
a thing on the performance of the truck. I was afraid to take it back because it seemed like
they didn't know what the problem was, and they were just replacing expensive parts to see if that would
solve the issue. And they said the batteries were installed incorrectly? The codes and everything
started before the batteries were replaced. The person that replaced the batteries has been replacing
our batteries for 12 years and we never had an issue with his installations. They replaced the alternator but
the truck doesn't even turn on right now.

Regards,

*************************
Business Response
Date: 06/27/2023
** Logistics brought their truck to Rush Truck Center Sylmar with multiple warning lights on the dash on. Rushs initial diagnoses found the Power Distribution Center Module was compromised and had to be replaced.Further diagnostics found that the batteries had recently been replaced, not at Rush Truck Center and were connected incorrectly causing multiple electrical issues to the truck. Rush Truck Center performed updates to multiple modules for the engine and also found that the alternator had failed and also had to be replaced. Upon completion of the initial repair quoted to ** Logistics Rush found that there were further electrical parts that had been affected by the incorrectly connected batteries and further repairs and parts would be needed.After Rush in formed ** Logistics of this, the customer declined further repairs and stated they would pick up the truck with no further repairs being completed. **** is declining any customer reimbursement due to not being allowed to complete the necessary repairs to remedy the customers original concern the truck was brought to Rush for.
Customer Answer
Date: 06/27/2023
Complaint: 20147393

I am rejecting this response because:

Again, we did not get a third written estimate. But a member of our company decided to take
the truck back to the shop to see if we can work something out.

Regards,

*************************
Initial Complaint
Date:05/03/2023
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.
My front rear went out in ********* on Wednesday 04/19/23 and I brought my truck to Rush Peterbilt on 04/20 and arrived before they opened at 630am, they open at 7. I advised them that my front rear was making clunking a noise. I further advised them that the front drive shaft was turning but not the rear, and I was able to move the truck by flipping the power divider. I told them to order a new rear because I wanted to limit my down time. Took them until late Friday before they even took the broken rear out and waited too long to order the rear and now they couldn't get it until Monday the 24th.On Monday the 24th, the rear did not get to the shop until after 3pm. On Tuesday the 25th, they realized that they ordered the wrong one, and of course the correct rear doesn't arrive until after mid-afternoon. I was assured that my truck would be finished on Wednesday the 26th so I checked out of the hotel, and a 6pm when they were closing they informed me that now my truck won't be done until Thursday the 27th. So now it is one full week to put in a front rear.... and to top it off it took 2 hours to write up my bill, and now its after 12pm.DO NOT UNDER ANY CIRCUMSTANCES BRING YOUR TRUCK TO RUSH PETERBILT IN *********, *******!!!! UNLESS OF COURSE YOU WANT TO BE SCREWED OVER!IF MY TRUCK BROKEDOWN IN FRONT OF THIS PLACE I WOULD HAVE IT TOWED SOMEWHERE ELSE!UPDATE: 05/03/23 After driving approximately **** miles, a wheel seal on the same axle that was replaced started leaking. When the rear was replaced I opted to have new bearing kits installed instead of just cleaning them. Unfortunately to get the repair covered under warranty I had to return here. I also spoke to the general manager, as he replied to my negative review and state they wanted to make things right. All I got was excuses and an apology. I believe that their response was an attempt to publicly save face, but nothing more as nothing was done to make things right.
Business Response
Date: 05/04/2023
Hello ********************, Thanks for sharing your experience.We're very sorry to hear you had a disappointing experience. I read the service repair orders and spoke with the Service Manager at the Lake City location. We apologize for the wrong part being ordered and the delay to receive the correct part. The late arrival of both parts did delay the completion of the repair.The arrival times of parts that have to be ordered is out of Rushs control.Due to the length of the repair the Service Manager did discount the labor on the first repair by $50.00 per hour, from $175.00 to $125.00 per hour. Lake City also noticed you had a failed brake chamber on the rear axle which is unsafe and it was replaced for you at no charge as Customer Goodwill. After being informed of the wheel seal leaking Lake City had the truck in the shop and began the seal replacement within 1 hour & 15 minutes of your arrival.The seal was replaced under the part warranty and Rush replaced a set of brake shoes for you at no charge to you as Customer Goodwill. After review of the discounts and parts already provided to you at no charge, what do you think is fair to make this experience right?
Customer Answer
Date: 05/05/2023
Complaint: 20012720

I am rejecting this response because:
It is not entirely accurate.
I was never provided with a written estimate of the repairs even after checking the box on the Rush paperwork requesting one.
The front axle right break chamber had a half dollar size hole on the side after being struck by road debris, it was however working properly and not leaking air. Your mechanic brought it to my attention. I advised the mechanic NOT to fix it and I would have it repaired elsewhere. The mechanic replaced the break chamber without my authorization, even after I instructed him not to. I brought this to the attention of the service writer, that is why I wasn't charged. ** regard to the break shoes, I had all the break shoes and drums replaced on 04/16/23 so they were brand new, I have a receipt to prove this.
The wheel seal failure caused the rear differential oil to leak on the the break shoes contaminating them. It is unsafe to not replace break shoes contaminated with oil with new ones, as cleaning them never removes all the oil. This is a standard shop procedure. The wheel seal failure was to improper installation of the safety snap ring by the Rush mechanic, that is why I wasn't charged for the break shoes.
The repair bill was $7,119.75, and the labor included in the bill was $2,500. While a discount on the labor is appreciated it does make up for the thousands of lost revenue.
My truck was brought to the Rush shop at 7am on Thursday 04/20/23, at the latest my truck should have been completed on Monday 04/24/23. I am confident that the book hours are less than 3 and a half days to replace the front rear. But I think three and a half days would have been acceptable.
I also had to Return to the dealership to have a warranty repair completed due to the improper installation of the hub safety snap ring on 05/03/23. I arrived at 7 am and my truck was not completed until after 1pm. Being that late in the day, I was unable to book a load until 05/04/23 loosing an additional day of revenue.
What I think is fair is to be compensated for the 4 days of lost revenue at $1000 a day for a total of $4000.

Regards,

***************************
Business Response
Date: 05/12/2023
As an industry standard no repair facility pays down time or lost revenue. You have to take into consideration the current workload in the shop at the time your vehicle arrives and if parts have to be ordered in which delivery time is not in the repair facilities control. We do apologize for the delay in the repair to your vehicle but feel the discounts already provided to you are sufficient.
Customer Answer
Date: 05/12/2023
Complaint: 20012720

I am rejecting this response because:
If this was your position from the beginning, then WHY did you ask me what I felt was fair???? You asked me what I felt was fair and I advised you. All I have heard is excuses.
Unfortunately my experience is not an isolated incident, as when I filed my complaint with the BBB I saw that you had 40 (forty) BBB complaints against you.
As a consumer when I have had a bad experience with a business, such as Rush Truck Center Peterbilt *********, *******. My only recourse is to file a complaint with the BBB and to give Rush Truck Centers a poor review and publicly share my experience with others. This way they don't make the same mistake as I did by patronizing your business.....

Regards,

***************************
Initial Complaint
Date:04/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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 dropped the truck off to rush wanting the computer re programed and the service desk told me that it could cost more depending on what needed done the original estimate was $300-$350 and then he said it could possibly go over $500 he told me I had to sign a form for them to begin so I told him to give me a call and give me a more accurate price range and then I would come sign the release form to work on the truck I told him to not start till he called me. Then a few hours later he called and stated that the truck was not able to run because the program was deleted. When we dropped the truck off it was running and driving and now they are telling me we have to spend over $4,000 to get the truck running again because they deleted the computer to reprogram it and they was not supposed to start till he called me and they never did
Business Response
Date: 04/25/2023
Hi *******, thanks for reaching out to us. Customer service is top priority at Rush **********************************************. I would like to research this service and help you come to a resolution. I will need some more information to do so. Can you provide me with the Rush Truck Center this was at and the last 8 digits of the *** for the truck.
Customer Answer
Date: 04/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
the vin number is 1htmpafmx3hs09910
it is a **** international **** blue rollback
the rush truck center was the one in ******* ** off ****** the address is ********************************************** if any more info is needed please message
Customer Answer
Date: 04/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, the address to the rush truck center is *********************************** ******* ** ***** and the vin to the truck is 1htmpafmx3hs09910
we would at least like the truck to run like it did when we dropped it off the truck center service adviser never contacted me before they started like I asked him to and he also said that I had to sign before they could work on our truck and I never signed anything

Regards,

***************************

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