Complaints

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:02/24/2025

  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.

  One of my box trucks had issues and I decided to do ****** search, looking for someone who could help me fix the issue with my truck. I found the Truck Shop. After the first consultation, they provided me with an estimate to fix my truck for $1,300.00. I agreed and left them my truck to be prepared. On January 08, 2025, they called to inform me that my truck was ready to be picked up. Upon arrival, the secretary presented me with an invoice for $2,600.00. Clearly, this is not the price we had agreed to. I called the manager *****. He told me that other things were wrong and that's why the price had gone up. I never approved additional work other than what was in the estimate and they failed to communicate with me regarding these changes and how it would result in a price increase. ***** asked me if I could at least pay $2,300.00. As a business owner, I understood him, so I agreed to pay $2008.00. We took the truck back to our shop. The next morning, as my crew was on their way out, the truck stopped working again. Once again, we called the Truck Shop to ask what had happened, they had supposedly fixed the issue and charged me for it. We had them come back to pick up my truck. They had my truck for three days to fix it (mind you, during all of this time, I had to rent Uhual's to continue to conduct my business since I was short one truck), they called me, and it was ready once again. However, to be able to pick up my truck they invoiced me $1,860.00. The next day, when my crew was ready to head out for work, the truck did not work again. I called them AGAIN. They came over saw the truck and towed it back to their shop. ***** then called me to tell me that it would be an additional $3,300.00 to fix my truck. I called the owner of the shop in ******, They had already charged $3900 to fix it and nothing was fixed. It's now been three weeks and they are now sending me an invoice for $7,800.00 to "fix" my truck and they don't guarantee that it will stay fixed.

  Business Response

  Date: 02/25/2025

  To Whom It May Concern;

  
  We received your letter in regards to ****** Pro Insulations 2012 ********** Fuso FE160 VIN: *****************.  His letter states that he is a new customer who just search out our company on ****** but he has actually been a customer since 2021.

  
  This ********************** was brought into our ********, OR location on January 6th.  The vehicle was scanned and 30+ codes were present on the vehicle. The vehicle was diagnosed and it was found that the alternator and tensioner had failed. This type of failure triggers lots of codes because the system does not have enough power to properly operate all the systems on the vehicle. A fuel filter was also replaced at this time due to some of the fuel codes that were present.  After this repair no immediate codes returned but we did plan to test drive further. The customer surprisingly showed up without the service department knowing he was coming. They insisted on picking up the vehicle so no further test drive was able to be conducted. What we found out was that the customer had been calling and speaking with our parts department and not the service department creating quite a bit of confusion with pricing and readiness of his vehicle. Prior to bringing his vehicle into our shop the customer had been purchasing, returning, and quoting parts from our parts department which is why we believed he kept calling the parts department. As a courtesy and in the spirit of customer service due to the confusion of him speaking with the wrong department we did discount this bill and only charged him $2007.89. The customer left with the vehicle on January 8th.

  
  A couple days later the customer called because his check engine light was on. In the spirit of customer service we went and picked up the vehicle from the customers location and brought back to the shop to diagnose. Free pick up is not within our normal scope of business practices,but we wanted to help the customer out. The customer stated that we towed his vehicle but that is incorrect we drove his vehicle back to our shop. The vehicle was scanned and this time only a few codes were present and lead to finding the exhaust temp sensor had failed. The customer approved the sensor replacement along with some maintenance items (PCV filter maintenance, transmission service, and rear end service). At this same time the customer was informed that he also had an exhaust leak for the uppipe and the customer declined this repair. They picked up the vehicle knowing that the vehicle was not repaired as it states on his invoice and he was also verbally informed.

  
  The customer called a couple days later stating that his check engine light was on. This should not have been a surprise to the customer as he declined having his exhaust leak repaired. Again in the spirit of customer service we went and picked up the truck for the customer and brought back to our shop. It was driven and not towed as the customer stated.  We diagnosed the ********************** again and came up with the same findings that he needs to repair the uppipe exhaust leak. Some of the codes he is getting are also consistent with a *** filter needing replacement but we cant be sure of that until the exhaust leak is repaired. Its recommended to replace the exhaust uppipe and then retest the system before replacing the *** filter.  The *** filter replacement is something we often see for the age and mileage of this vehicle type so we want to warn the customer its a possibility. The customer has not given permission to perform the repairs at this point.

  
  The customer is absolutely correct that we cannot guarantee that his truck will not need more work after these repairs. With emissions repairs the most immediate concern has to be repaired first as often times other issues can be masked. The systems have to be retested and see if codes return.  This is a 13 year old commercial truck and as trucks age more issues do arise.

  
  The estimate to replace the uppipe and *** filter is $********** the customer has already been informed if he would like to move forward with repairs he needs to put down $2000, if the *** filter is needed h*** then need to put down another $2000, and upon completion and pickup he will need to pay the balance. If he does not want to repair the vehicle he needs to pick it ***** he has already been told if the vehicle is not picked up within 72 hours from Feb 24th storage fees will begin to accumulate in the amount of $30/ day.

  
  We are not able to offer to do the repairs for free as the customer is requesting. We are also not able to offer the customer any discount as he was already discounted $614.61 on invoice 03W103141. 

  Customer Answer

  Date: 02/25/2025

   
  
  Complaint: 22985493
  
  I am rejecting this response because:
  I never said that I was a new customer. I had previously bought a ********************** from them and the way that I found them was through a general ****** search. The person I first spoke to was ******. During all of this, the person I most dealt with was *****, he told me he was the manager. So either he lied to me or I guess he doesn't even have the authority over his own crew. 
  
  
  Hayley called me to inform me that my truck was ready. I  never just "showed" up as they claim. They called me to tell me my truck was ready to be picked up. I have witnesses. My crew was the one that went to pick it up and that's when they were presented with an invoice that a different balance to the one that I had agreed to. 
  
  
  It is true that they came to pick up my truck at no extra fees. I think thats fair given that it stopped working again because they did not fix it properly the first time around. 
  
  
  I have attached both invoices. They marked it as towed on the invoice, thats why I thought it was towed. So again, proving that there is no clarity in their work. Both invoices show Task 3 31-010014 Charging System - Alternator replace. And again, I am not expert in this that is why I had contacted the supposed experts. But given the item and description of what was done, it seems like I was charged for the same thing twice. Without even a full day of having my truck back. Their invoice also states that they test drove the truck. I have highlighted those items. So once again, if this is inaccurate, then I was charged for this or their invoice lack clarity.
  
  
  I would like to know who supposedly called me to inform me of the exhaust leak. No one ever called me to tell me that there was an exhaust leak. I would have never taken my truck if that had been the case. 
  
  
  The discount they have supposedly offered me was because of their lack of professionalism and attention to the customer. Its their fault that they did not inform me that their initial diagnosis was lacking in information and they needed to add some items in order to fix my truck. They should have then discussed these changes and the price increase with me before preforming the work. I met ***** in the middle in good faith. Once again, I am a business owner myself and understand how things can arise. 
  
  
  I have contacted other people who have done business with this company and they have had the same experience with them. They have stated that they have evidence and are willing to contribute to this case.

   

  I have paid $3,900.00 and nothing has been fixed. My truck still only runs at 5 mph.
  
  
  I just dont understand how a company that repairs trucks can be in business when they cant even guarantee their own work. 
  
  Sincerely,
  
  ****** Garcia 

  Business Response

  Date: 03/05/2025

  You were only charged one time for the alternator repair. Please take note that the two invoices you uploaded one is a customer review and the other is the final invoice. You only had one alternator replaced and only paid for the alternator one time. (03W103141).
  
  Please see invoice 03W103151 where it shows in writing that you were informed of the uppipe leak and you declined the repair.  You were also informed via phone.
  
  Your alternator repair had to be done first before any other repairs could be known about on your truck.After the alternator repair your truck was test driven and no light come back on. We did want to drive it more but you picked it up. That being said on a further test drive its very possible that the light would not have come back on in that amount of time and you would have been invited to pick up your vehicle. After all it was a couple of days later that you called that you had a check engine light on.  It doesnt change the fact that you needed more work to your vehicle. Either way you look at it you would have needed to replace the sensor and the uppipe. We could not have known about either of those issues until the alternator repair was completed first. You are responsible for paying for those items. The alternator was the most dominant problem that had to be resolved before we could ever know that you had other issues with your vehicle. As the truck has to be charging correctly to be able to get correct readings.
  
  We understand that its frustrating to have an older vehicle with multiple issues going on with it. We are not able to repair these items for free for you. Nor can we guarantee that no other work is needed on your vehicle.
  
  If you want to have the work performed please reply to the estimate giving permission and call with your deposit. If you do not want to repair please pick up your vehicle.