Complaints

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

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• 

  Rush Enterprises, Inc.

  555 S Ih 35 Ste 500 New Braunfels, TX 78130-4889

• 

  Rush Truck Centers of Texas, LP

  8000 I-40 E Amarillo, TX 79118-6913

• 

  Rush Enterprises, Inc.

  5500 Linwood Steiner Rd Theodore, AL 36582-1624

• 

  Rush Enterprises Inc. dba Rush Truck Centers

  11775 Highway Drive Cincinnati, OH 45241

• 

  Rush Truck Center

  5175 W Beaver St Jacksonville, FL 32254

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:04/05/2023

  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.

  2 1/2 months ago I placed my truck in the shop under rush truck center for several small repairs. Every 2 weeks I would receive a email stating that the part would arrive 2 weeks later. So after 1 1/2, I emailed and asked what was the definite date for arrival. At this time is when they stated that the part was on national back order and there was no definite date for arrival. Then I asked why wasnt I notified of this. You could have told me this from the beginning so I could atleast have an option. Plus my truck note and insurance is still due every month. I could have still been doing local runs. 2 1/2 months later, still no part, yet I find the part here in *******. I reach out and provide the harness plus contact my warranty company/NTP *****. they was upset that they, **** couldnt find the part yet I did.Now, ***** will not answer my calls and **** is claiming after I took the part up there they have to order the sensor which goes under the harnesses from they shop last week yet its still havent arrived and he doesnt know when . They have had me out of business waiting 2 1/2 months for a harness that was clearly here and available yet they didnt make the due diligence to search for, to now stating that its a sensor that goes with the harness that needs to be replaced. Which they would have known that if they would have actually put theyre hands on the truck.So they took my $2000 claiming for parts, never pulled my truck in the shop to actually look at the parts that needed to be fixed and never fixed any of the other things on the the truck. Now I am waiting on another part which goes with the part I was waiting on from the beginning.This is taking me out of business. If I was told that the part was on back order, and not that the part was ordered, stated before. I could have done local runs.

  Business Response

  Date: 04/17/2023

  Rush Truck Center cannot control part suppliers' issues with parts not available in their inventory at the time of order. Rush Truck Center competitors are not always willing to sell Rush Truck Center parts that they prefer to sell themselves. Below is the timeline of the repair. **************** was notified on Friday morning the 14th that the truck was complete and ready for pick up. 

  2/3 Ro was opened for several line items: CEL, Marker lights needing installed, B PM,
  2/8 customer was informed that the Cummins harness was on back order and had to be sourced, no ETA
  2/14 customer made down payment for us to order the harness.
  2/28 Cumpas number was given CUMPAS No.: ******** Part # is ******* still no ETA from Cummins
  3/6 We reached out to other local OEMs and they informed us they did not have it.
  3/13 Note from Cummins: Waiting on harness to come in. I have reached out to Cummins and they said it could be 3-4 months.
  3/28 Customer supplied harness from MHC.
  3/30 While replacing the harness we found the connector on the fuel rail pressure sensor was broken and had to be ordered.
  4/5 During Q/C process while warming up the truck the *** actuator code, became active.
  4/6 Actuator is on back order with Cummins part number :  6382096RX
  4/10 Customer approved actuator repair.
  4/11 Actuator arrived.
  4/12 truck was up for road test, found tool box loose and ready to fall off. Customer stated he will not pick up the ********************** until it is test drove.
  4/13 removed tool box to test drive,passed test drive.
  4/14 sent customer review for payment.
  

   

• Initial Complaint

  Date:02/17/2023

  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 July 7 2020 I dropped my wrecked **** 379 **** in their shop in Lufkin Tx to be fixed due to an accident a couple months prior, was given a $49,000 estimate on the repairs, This is a daily working truck, not a restoration project I paid by certified bank check $40,000 on that very day upfront. It is now February 18, 2023. My truck is still sitting in their body shop waiting to be fixed, When I asked for an audit of the ticket, the general manager ****** discovered over 120 hours billed to the truck for a total of $32,000 that the shop never touched the truck, they were cheating me out of money using the labor rate and I caught them. I discovered that they let sand and dust blow in a freshly rebuilt catapillar premium engine rebuild, they left air to air core and radiator outside in the dirt and weather filling them with sand and dust and bugs for 2 years, brand new fuel tanks outside filling with sand and bugs can prove everything I put here I have it on video I need my truck to be back to work 2 years ago, a six month job is going on 3 years now at a $201,000 Loss to me per year, I need help getting a job that I paid for done and I need my truck back to work , Ive tried talking to people in charge above the general manager but all you get at the corporate office is a service rep with a script, *** called 50 lawyers and the response is always the same, dont handle that type of case, I would be glad to call an attorney you can recommend

  Business Response

  Date: 02/27/2023

  **** does not dispute that the truck has been in our body shop a long time. The instructions given by **************** to the Body Shop Manager was to work on the truck when **** could. The truck was Wrecked and should have been totaled. **************** told **** he wanted the truck repaired because it has sentimental value. This is a 30 plus year old truck. Components were and are hard to find and obtain, due to parts being obsolete. Rush Techs have worked on the truck when parts are on hand and time allows. **** also has to turn quick jobs and keep our business flowing for other customers, being told by **************** when **** agreed to take on the project to work on it when time allowed because this is a restoration and major wreck repair. Several months ago, **** offered **************** a full refund of his money, the ************* and **** would tow the truck to the shop of Mr. ******* choice to have the repair completed, **************** declined the offer and again asked **** to complete the repair. The charges **************** has paid are for the parts only needed for the repair, **************** has not been charged for any of the labor Rush has invested in the truck so far. In truth Rush should not have agreed to take on such a restoration and repair project of a 30-year truck knowing this was not going to be a quick repair and would need more than a year to complete.In regard to the engine there is only surface dust and dirt typically found in all body shop settings. The engine has never been started since the truck arrived, so no dirt has been ingested into the engine to cause any damage. The truck will be cleaned and serviced and checked 100% when it is completed before being returned to ****************. **** is doing everything we can to complete this job.

  Customer Answer

  Date: 02/27/2023

  Complaint: 19421828
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

    Nothing in their response is even close to being true and here is video proof, yes they did offer me my original $40,000 back after they had the job for 2 years and prices on parts had increased by 30% where was I going to take the truck to be fixed, they recommended a shade tree mechanic to fix it in his back yard but would not back up his work, when I told them to take their time my exact words were take your time and do the job right because I didnt want DOT issues that I didnt have before, they knew this was a daily working truck and have expressed numerous times how badly I needed that truck back to work and so has the company im contracted to, all can be 100 % verified, please recommend an attorney for me if you can, here is video proof of the conversation after they had the truck in parts for two years, oh and yes some parts were hard to find, I provided those parts 2 years ago, delivered them myself, this response from Peterbilt is false and rejected 8 months to do the job thats understandable , going on 3 years, thats unacceptable 

  Business Response

  Date: 03/01/2023

  **** does not deny the truck has been down a long time. This is a major task since the truck had to be stripped down entirely to repair and repaint. There are three jobs completing in the next two weeks. Once they are complete this truck will have our full attention. **** also has to maintain *************** business at the same time. The truck is painted, and the hood is ready to paint. The frame still needs to be painted and the truck put back together. After body repairs are complete, **** will be performing a complete engine service and will go over the engine completely.**** will complete the repair per the estimate **************** approved and signed off on. A realistic estimate time for completion is mid-May. 

  Customer Answer

  Date: 03/09/2023

  Complaint: 19421828
  
  I am rejecting this response because:
  
  Regards,January of 2021 I was saying I needed that truck to go back to work 
  
  *************************

• Initial Complaint

  Date:01/23/2023

  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 1/05/2023 i financed a commercial tractor from ********************************, ********************************** *************) and the truck drove as should in fact pretty darn good might I say. so, I did my fist load 1/07/2023 and it was amazing to be driving my first semi as well as it being a very well running vehicle; however, after doing my delivery my spring in the fifth wheel assembly broke. so, I looked for repair companies close buy and found (RUSH TRK CTR OF N OH) on-line. Well i only wanted my springs in the fifth wheel fixed, clutch adjusted, and the speed restriction removed from the settings in the onboard computer system in the tractor. i also decided to get an oil change while in the shop. so, I made an appointment for 01/11/2023 and was going to wait there for the repair, but I took it in on 01/10/2023 so they can have it there early. after the quote starting from ******** being the lowest to ******** being the highest and having my vehicle until the 16th and that's only because I got tired of being bullied and pumped with fear from their quotes and conversations, so I just went up there with the thought in mind of I'm just getting the truck no matter if its fixed or not. well, I got the truck, and they didn't do what I asked for totally; but most importantly in my opinion and common sense I believe that something was done tomyvehiclewhileinthehandsandcareofthisfacility.***********'S did notsellmeatruckintheconditionthatIgotitbackfromthis RUSH TRK CTR OF N OH. Iwantthemtopayfor therepairfromwhichtheycausedfrompersonalunprofessionalbelieves.Ihavehadthetrucktowedto anotherfacilitybecauseon 01/19/2023 my ECM allofasuddenbecomesaproblemthatshutmyvehicledown 2-3 dayslaterafteritwasintheshopat RUSH TRK CTR OF N OH.Idon'tbelievethatsomethinglikethisjust happensand that someone physically did something to my vehicle. i just paid ****** dollars for a down paymentandagreedtopayments,theirsnowayidcommittoanythingfinanciallythatsintheconditionIgot mytruckbackfromthatshop.

  Business Response

  Date: 01/30/2023

  ****************** was very sporadic on everything he did or did not want because of cost issues and kept changing his mind through the conversations with ************ personnel.**** provides ****************** an estimate for the items he wanted, and he approved the estimate. Once the truck was in the shop the Technician performed diagnostics for the fifth wheel, performed the governor speed limit change, and check clutch pedal and noted what was wrong. We had advised him with the requested estimate for the fifth wheel repair and Rush recommended a replacement due to the rebuild and air solenoid issues it would have been more expensive to rebuild then replace.  We then quoted just the rebuild with no air solenoid and he also declined that as well due to cost and advised he just wanted the springs repaired. **** completed the springs and the ** service which includes a 21-point inspection and provided ****************** an estimate for items found that need repair after the fifth wheel repair he requested had been completed. **** advised that the radiator had a rather steady leak under pressure and that the drag link was worn out, as well as fog light didnt work,and the drive axle brake rod travel was above normal.   At this point, ****************** declined any further repairs as he had just purchased this truck and wanted to go back to **************************** and advise them of our findings and ask what they would do about it. Truck ran and drove leaving **** with the requested/approved work completed. ****************** even scheduled a visit to get the radiator replaced before leaving, as he stated he wanted to work the truck to earn some money to get the repairs done, if **************************** refused to help him. The * Pro diagnostic report scanned by T/A shows the truck is experiencing emissions/DPF issues that were not present during the service at Rush. **** will be happy to perform diagnostics, provide estimates for repairs ****************** needs, but at Mr. ******** expense, **** did not sell ***************** this truck and did not wear out the items that are in need of repair.
  

• Initial Complaint

  Date:01/18/2023

  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 took my 26ft box truck in for service on Sept, 23, 2022 because my lift gate was loosing air pressure and dropping to the ground. **** charged me $330 for the diagnostics and was told the assembly liftgate was leaking. I brought the truck back on Sept. 26 for repair and paid $1100 deposit for parts and labor. I picked the truck up on Oct 7 and paid the remaining balance of $784.79. I called Rush back a few days later and let them know the liftgate was still loosing pressure and I would bring the truck back in when I get a chance. I have a dedicated lane that runs Mon - Fri 8am - 4pm so its hard for me to bring the truck in for repair especially when I'm told by **** that they're not able to work on my truck on the weekends because they only have one mechanic (and he only works on emergencies). I took the truck back in on Oct. 20 and when I picked it up the next day they stated they replaced a line and some bolts but the lift gate was still loosing pressure could I leave the truck. I explained to them we are scheduled to do deliveries and that I was not able to leave the truck and I would bring it back. (They did not charge me anything for this visit) I was finally able to bring the truck Dec, 16 ( we were scheduled off until Jan 3rd) By this time the truck was leaking hydraulic flood and was in need for repair. On Dec 21st I was told the return line from the drivers side cylinder to the revivor has a hole. I paid a deposit of $850.03 for parts and labor. From Dec 21 to Jan 3rd I didn't hear anything from Rush, When I went to pick the vehicle up on Jan, 3 the revivor was still leaking. They said they would have someone to check it out. I went back on Jan 10 nothing had been done to my truck. I received an email on Jan, 12 and was told the part would be here Jan 16. I called back on Jan 17 and was told the part should be here Jan 19th. They have had my truck for over a month and nothing has been done, The only solution I want is my truck fixed!

  Business Response

  Date: 02/01/2023

  Unit was brought to ************** on two occasions for separate hydraulic fluid leaks on the lift gate. There was a workmanship issue on the first repair, ************** took care of 2nd repair at no cost. Customer was charged for the third repair because it was a separate part failure causing the leak. A fourth leak developed in the system.************** took care of this repair at no cost to the customer as customer goodwill. The ********************** was completed on 1/25/2023 and the customer picked up the unit on 1/28/2023.

• Initial Complaint

  Date:01/09/2023

  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.

  On 01/10/2023 I brought my commercial truck into Rush for a ** service which is an oil change. They informed me that there were about 8 trucks in front of my schedule for service so Id have to leave my truck overnight and itll be ready midday 01/11/2023. On 01/11/2023 when I arrive to pick up my truck they tell me that they are still waiting on a part to come in and it will not be in until next week. So, I asked did all the part not arrive in time ? They then tell me that as they were trying to release the oil from the drainage hole, the s**** stripped causing the oil to not release. I then asked was my truck leaking oil and they said it was not, & it still isnt leaking oil. I had deliveries scheduled for the weekend so I asked could I take my truck over the weekend and just bring it back once the parts arrived and they told me I could but its a possibility it may leak oil now. Once they said that I told them if it wasnt leaking when I brought the truck in and its not leaking now, but if I take my truck it may start leaking oil, then theyre the ones who stripped the s**** They then said they cant take full responsibility for it being stripped because they dont know if it was stripped before it came in or during the service. I then asked will I be required to pay for the new part thats needed and they said, most definitely. I asked how much is the part and they said $600. So, I asked what was my total now. They informed me that they will take the higher bill between the parts and labor which at this point would be labor because they said the new labor will be about 8 hours which is $195/hr which is $1,560 just for labor. My ** service was originally $365 only. But, since theyre wanting me to pay for parts they messed up I have to pay the $365 for the ** service, $645.14 for a new oil pan & $54.33 for a new oils gasket bringing my total to $1,064.47. I just dont understand why I should have to pay anything other than my ** service if Im not at fault

  Business Response

  Date: 01/24/2023

  In August 2022 ****************** brought his truck in for a ** service. ****************** returned on January 4, 2023, requesting a ** service. The Technician discovered the oil pan drain plug was stripped in the oil pan and would not come out, only spin. ****************** was informed of this.The ************ Manager offered to help ****************** since **** did the last ** and there is no way to tell when the plug was stripped. The offer made was if ***************** would pay for the ** and the oil pan **** will take care of the labor to replace the oil pan at no charge, as customer goodwill and customer satisfaction.****************** agreed and accepted the offer. Rush is not a ********** dealership and does not sale ********** parts. ****************** purchased the oil pan from another vendor and supplied the oil pan and gasket to Rush. After receiving Mr. ******** supplied parts Rush replaced the oil pan and performed the requested ** service. ****************** was only charged $365.00 for the ** service per the agreement.What billing adjustment is ****************** looking for? 

  Customer Answer

  Date: 01/25/2023

  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,
  
  *****************************

• Initial Complaint

  Date:01/06/2023

  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.

  On November 21, 2022, I dropped my truck off (2015 International ProStar) for repair at Rush Truck Center in ********* **. On Nov 23, 2022, I received an estimate (attached) for 4 items for repair (Total Cost $11,907) and as a non-account customer I was required to make a down payment (Min $6000) to start repairs. That same day I made a down payment of $9000 to start repairs (Copy of Cashier Check Receipt attached). When I dropped off the payment, I was advised that all parts were available, and repairs would start immediately (Email Attached). But less than 48 hours after giving my down payment, I was then informed that all parts WERE NOT available, and I would have to wait (Email attached). After being given no options and minimal contact for 5 weeks, I reached out to the parts department myself only to find out that parts for 2 of the repairs have been available the entire time and again I was never contacted with options. On December 27, 2022 after receiving no response to my final communication (Email attached) I headed to the dealership to pick up my truck and my deposit. I was able to pick up my truck (which had no repairs made to it) but I was told that my deposit ($9000) which they had already had in their possession for the past 5 weeks, I would need to wait an additional 4-6 weeks to receive it (Noted on page 3 of final invoice). Again i still need repairs made to my truck, but with my deposit that they have i'm unable accomplish that. Minus the cost of the initial diagnostic the amount I'm to be refunded is $8568.32 (Last page on final invoice). In the past I have been satisfied with my experience with ****. Now All I'm seeking is immediate return of my refund as QUICKLY as possible so that i make the available and needed repairs to vehicle and continue to work and provide for my family. With the needed repairs I'm very limited... Thank You.

  Customer Answer

  Date: 01/24/2023

  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.

  I don't know why they haven't responded but they did expedite my refund and I received it as of Thursday on January 12th and I just thought I'd let you know that I have received it and they did expedite it telling me it would be six weeks. Thank you very much. Again my complaint number is ******** and a rush enterprises did expedite my refund so I'm happy with the results like I said, I don't know why they haven't responded and told me so but thank you very much for all of your help with this issue. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/05/2022

  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.

  Transaction Date 10/11/2021 ****** spent 13K I had a turbo Replaced it Failed district manager and general manager agreed to pay. they never did. the repair had to be completed by another dealership.

  Business Response

  Date: 01/30/2023

  Repair happened Oct. to Nov. 2021 Complaint was not filed until Dec. 2022. In Nov. ******************************** offered to help with repair costs on items needing repair which were not part of the turbo replacement at **************. ****************** pulled the truck from ************** and took the truck to MHC Kenworth ********* and paid for repairs to the truck for items not part of the turbo replacement performed at ************ NW. **** was not given the opportunity to make additional repairs and help with the repair cost. National Truck Protection paid $7,500 of the Turbo Charger replacement at ************ NW. **************** paid $7724.62 for the balance of the repair and parts that were not covered by the protection plan and not associated with the Turbo replacement. Rush will reimburse ****************** $857.87 for repairs performed by MHC Kenworth *********.If this is acceptable to **************** let us know and we will start the reimbursement process.
  

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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 11/4/2022 I initial called Rush truck in ***** an I was told the truck was no longer available. I called corporate due to what happened and I was given an online sales rep *************************************** to deal with. We found a truck that I liked an moved forward with financing. I was told last Friday the 18th that everything was good to go an approved for $140,000 loan after running a hard inquiry. Today 11/22/2022 I received a phone call from *** the finance manager an was told that they were having a hard time getting the truck financed. All this has hindered my credit score an left me with no vehicle to start a business. I am also out of $125.00 because I started an LLC.

  Business Response

  Date: 11/30/2022

  On 11/22/2022 Rush provided approval for $160,374.00 for a 2018 Peterbilt 389 stock #******. After receiving the approval ****************** has not expressed any interest to complete the truck sales deal and taking delivery of the truck.****************** signed a credit application authorizing Rush Truck Center to run a credit check to get ****************** approved to buy a truck. Rush Enterprises cannot make a correction to ******************** credit report. Document of approval is attached.
  

• Initial Complaint

  Date:10/19/2022

  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 a result from whatever they done to my R.V. I am out of and additional $312.00 for repairs, and will be out of more because the problem is still not corrected. Then there is the tow bill because I wasn't able to drive it back.
  Date of the transaction- 9-16-22
  Amount of money you paid the business- $640.50
  What the business committed to provide you - Repair fuel gauge
  What the nature of the dispute is- Refund of money. No service performed.
  Whether or not the business has tried to resolve the problem- No.
  
  See Attached

  Business Response

  Date: 10/24/2022

  Mr. ***** was told up front Rush would not be able to work
  on the motor homes electrical system, Rush is not a Monaco motor home
  authorized repair facility and does not have wiring diagrams for the electrical
  system to trace wiring and diagnose electrical issues with the motor home. Mr.
  ***** was adamant that Rush look at the motor home anyway and advise him of our
  findings. Rush agreed to look at the motor home to see if the issue was
  electrical or mechanical.  Diagnostics
  confirmed the issues were in the electrical wiring to the fuel
  sending unit and the head light switch. Mr. **** was informed a second time,
  without wiring diagrams Rush would not be able to repair the motor home and
  recommended he take the motor home to an authorized Monaco repair facility.
   Rush quoted Mr. *****
  $1,044.00 for 6 hours of diagnostics. Rush discounted the diagnostic charge $403.50
  as good will since Rush could not continue and repair the motor home. This is
  the $640.50 charge Mr. **** paid.
  Mr. ***** picked up the motor home after the diagnostics and
  six days later had the motor home towed back to Rush because it would not start.
  The batteries had discharged causing the engine not to crank or start. The only
  issues Rush found were all related to low battery voltage and unrelated to the
  diagnostics Rush performed for the fuel gauge and dash lights. Rush did not
  charge Mr. ***** for diagnosing the low battery voltage issue, charging the
  batteries so the engine would start and reinstalling the driveshaft that was
  removed to tow the vehicle. This was performed no charge as customer goodwill
  for Mr. *****.
  At this time Rush will not offer a refund for their time
  in to diagnose Mr. ***** motor home at his request, after informing him
  up front that if the issue found is in the electrical or wiring system, Rush
  would not be able to continue diagnostics or make a repair.

  Customer Answer

  Date: 10/27/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  1.) They are misrepresenting the timeline. I took my RV to them on September 6, 2022. I picked it up on September 16. When it was not fixed they asked me to bring it back in and I took it in on September 19, only three days later. while I was attempting to deliver the couch back to them, it broke down in the middle of the road due to a loss of power. The complete RV was dead and none of my gauges were working. they were working the first time I took it in on September 6. I only had it there to fix a faulty sending unit related to my fuel gauge. I picked it up once again on September 23 and it was still not fixed.

  2.) I brought the coach to them and told them what we believed the issue was. They charged me for six hours of diagnostic labor. The end result of their diagnostic test was that they informed me of what I had already told them. It was a faulty fuel sending unit. they then informed me that they could not do the work. It seems as though they would’ve told me this in the beginning when I shared my concerns. Furthermore, they told me when I picked it up that they don’t work on RVs. This also seems like information that would have been present in the beginning. had they given me this information on day one, it would’ve given me the opportunity to go elsewhere.

  3.) bottom line is this. When I took the RV to them, everything was working. Now that they have worked on it, and we are $640 deep, none of my gauges are working and I have other electrical problems that I have to deal with. i have spent an additional $200 to have gauges repaired. I will be out even more money in an effort to have my air-conditioning and heaters repaired.

   

  I would like to be reimbursed the full amount of $840. Please let me know what our next move is concerning this matter.

   

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

  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/29/2022

  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.

  About 9 months prior I had obtained a quote from **** international for repairs of the ************** leak. On or about July 30, 2022, I dropped off a 2017 Hino commercial straight truck to complete the repairs to the Rocker box oil leak. Repairs took approximately 2 to 3 weeks. During the entire process, emails were sent with progress updates and notifications if additional damages were located and requesting authorization to complete/continue with the additional repairs. On or about 8/12/22, I was advised verbally that the truck was ready for pick up. I arrived at the facility and then was advised the truck was not ready b/c the dolt housing to the camshaft were stripped and needed to be replaced. This would take an additional 2 to 3 days to complete the repairs. I was not notified of the additional repairs until I arrived. I was also advised that the strip was already there. Not taking responsibility for the strip to the dolt housing. On or about 8/16/2022, I called & was advised truck was ready for pick up. Everything appeared to be fixed and in working order. On or about 8/24/2022, upon operating the truck for the first time since the repairs, when the engine break would come on, I noticed a high-pitched noise and smoke appeared underneath the hood. Upon further inspection at the truck terminal, the transmission dipstick that is mounted to the camshaft was broken off. This is the area that was being worked on at the shop. On or about 8/25/2022, I took the truck back to the facility for inspection. The mechanic advised that the damages could possible wear/tear, the leak is coming from the exhaust and the damages were not done at the shop. Prior to dropping the truck off at the shop, the truck was in working condition and there were no damages to the exhaust. The exhaust leak is located near the damage to the transmission dipstick, which is wearing the repairs and the components were removed to complete the original repairs to the rocker box.Offered est of repair

  Business Response

  Date: 09/01/2022

  Mr. ******** brought his truck to Rush Truck Center on 10/18/2021, the customer complaint was an engine oil leak. Oil leak diagnostics was performed and found the engine camshaft housing was leaking. An estimate to replace and reseal the camshaft housing was presented to Mr. ******** and he was told by **** that the camshaft housing is made from aluminum and due to the age of the vehicle and the milage on the engine, the aluminum bolt threads strip and come out of the housing when being removed. If the threads come out, a reseal only is not possible, the housing must be replaced for a proper repair.Mr. ******** declined any repairs at that time and took the truck.
  On 08/01/2022 Mr. ******** returned to Rush Truck Center and requested **** to reseal the camshaft housing knowing it was possible that the housing bolt threads could strip, and it was possible the housing would have to be replaced. Mr. ******** authorized Rush to proceed with the reseal repair.When the camshaft cover was removed, the bolt threads did strip as typical when removing an aluminum part. On 08/09/2022 Mr. ******** was informed the housing would have to be replaced and provided the cost of the part that **** did apply a $250.00 discount to the part as goodwill towards Mr. ********* he approved the part and the repair continued and the repair was completed on 08/11/2022.
  On 08/25/2022 Mr. ******** returned the truck to Rush stating the engine was smoking and the engine brake sounds like it has an air leak. An inspection of the concerns was performed and engine exhaust leaks from the *** cooler pipe were found, it is cracked at the flex section. Evidence that the exhaust has been leaking for some time and before the camshaft housing repair was shown to Mr. ******** and that the heat from the exhaust leak was the cause for the weld on the transmission dipstick tube to fail. Mr. ******** is refusing to accept these facts. While the exhaust leak is in the area of the camshaft housing, replacing the housing will not and cannot cause the crack in the *** tube. The exhaust leak is a separate and unrelated failure that has nothing to do with the workmanship or repair Rush did make.
  Mr. ******** requested **** perform a ** service on his truck on 08/25/2022 and **** performed the ** service for Mr. ******** again as goodwill at no charge to him. This still does not satisfy Mr. *********
  If Mr. ******** wants Rush to repair the exhaust leak, he will need to request an estimate for the cost of parts and labor. **** will provide the estimate and if Mr. ******** approves the repair Rush will be happy to complete it.