ComplaintsforATI Truck Body & Paint

• Initial Complaint

  22/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our **** truck was sent to ATI on Feb 9 for inspection and small repairs. On Feb 14, our truck was towed to ******************* for speed sensor replacements since it's not drivable anymore and parts get taken apart at ATI. on Feb 16, we tried to follow up and see when we can get our truck back and was told by *** at ****** ****** and ***** at ATI that we have to wait for the parts to arrive, hopefully Feb 22 not guaranteed. When we explained that we need to use the truck and machines on the truck for our daily work and each day we lost minimum $1000 without the truck running, ***** simply told us this is common for **** truck repairs since support from ********** was poor. When we try to get a date of when we expect to get the truck, we were told if lucky on Feb 25 or later. After we expressed our frustration, ***** offered to get our truck towed back from ****** to us and we pay for both towing and what's been done so far and we will end up with a non-drivable truck and find solutions from there. It is insane for any repair shop to deal with customer in this way: either you to wait forever or get your underivable vehicle towed back to you and billed you accordingly!

  

  Business response

  22/02/2023

  The complaint is coming from a party who was not named by our customer contact as an authorizer for the account, and they only got involved after status was communicated on Friday February 17, 2023.
  
  The customer vehicle was dropped off for a Commercial Vehicle Inspection on February 8th, we noticed right away that the check engine light was on as well as a list of other defects which will need to be repaired before the unit can be marked as safe for the road. We issued an estimate on February 10th, which it was clearly communicated to/approved by our customer contact (not the complainant). We ordered the parts we needed and booked an appointment for the earliest possible time with the dealer for the check engine light(proprietary software required). Since the truck does not travel at highway speeds due to the issues presented in relation to the check engine light, we had to send this unit on a tow truck to the dealer in the afternoon of February 13th 2023, for its booking on February 14th 2023.
  
  The dealer issued an estimate on February 16th 2023, with a parts lead-time estimate of 2-3 business days. Within 2 hours of the dealer issuing the estimate, we had again gained approval from our customer contact for the dealer to proceed with the repairs as required. On February 17th 2023, we received an update from the dealer that there was a delay in the parts delivery, and that the parts should be expected delivered to the dealer on February 22nd 2023 (today), but no way that this timeline could be guaranteed. When we relayed this to our customer contact, we received multiple angry phone calls from the complainant, who refused to accept that there was nothing more we could do,except wait or cancel the repairs and charge them for services rendered so far.We have since received notification (11:45AM 02-22-23) that the truck is ready for pickup to come back for the remainder of the repairs and CVI decal. We are currently waiting for a shuttle to bring the truck to us to complete repairs and issue CVI inspection decal. This should be done by end of day tomorrow provided the check engine light does not come back on during shuttle. This has been expressed to the customer contact.
  
  We kept our customer contact in the loop on all ETAs and timelines given, and the complainant was merely unsatisfied with the reality of parts delays and extending timelines. We understand that the complainant is frustrated, but we did everything we could to get the job done as quickly as possible and communicated to our contact within their organization, and never guaranteed a certain completion date.

   

• Initial Complaint

  29/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My **' ***** **** truck, which the mileage has less than 2,000K on it, has a smoke from def system. This will happen just in the case when the region was in progress or around each 70K driving, and had turning issuer. I was thinking that it needs to adjust the alignment, then I took my truck to ATI to fix it. For that, Erick gave me an estimate 1,400 to 1,600$ I was good to go ahead with this quote. After approximately a week they phoned me to pick up the truck and Paul (***** ** *** ******* ***** *** ******) sent me a bill for 2,421.38$. When I went to pick up the truck they gave me a different bill which was $2,919.85, giving me an excuse that they didn't add labour fee which is not my fault, and I was not expecting that at all because that’s so unprofessional. I didn't have an option except to pay the bill and pick up my truck cause I needed it. After driving less than 2K, I saw all lights from the dashboard went on which that never happened before and the turning issue was still the same. It means they did not fix the problem at all. I phoned them again to take a look, then they said it's because the sensor of def system which we supposed to change but we didn't, I was shocked why they didn’t change that. For fixing this, they were asking another 1,170$ no any discount, again no option I had to fix it. I took the truck back to fix the sensor after a week they call me to pick it up. So far I have paid almost $4000 just to fix that issue which originally gave me the estimate of $1400 - $1600. I was hoping that they have done their job but after driving a while the steer issuer was the same and I got so bored with this game, I let it go to see what’s are the other supervises coming. Now after approximately couple months, the lights went on again and they are asking for another 1000$ to fix it. They can’t be serious, for the problems they have not solved, asking for money every time. **** ** * *** *** ** ******** ***** *** **** **** **** ** **** **** ***** ******

  

  Business response

  07/01/2022

  Originally Mr. ****** came in with two different requests regarding his **** ***** * series.
  
  1.To diagnose excessive exhaust smoke when in Engine regen Mode.
  
  I explained to Mr. ****** that the DPF is a very complex system which is part of the emission system and is prompt to unexpected and unpredictable component failure and may required multiple visits to our shop. I’m so sorry for the confusion and frustration this has caused. As much as we rely on technology and training to provide customers with consistent, up-to-date information, we deeply regret when breakdowns like this occur.
  
  Our technicians diagnose, replace and repair components only as per the OEM diagnostics trouble shooting guide. We do not replace parts if not required.
  
  2.  Wheel alignment.
  
  When Mr. ****** requested a wheel alignment, I asked him why he felt there was a need for an alignment and he replied that the steering wheel was shaking at highway speeds, I told him we would take computer readings to see if an alignment was needed.
  
  Computer readings showed alignment was out of specs and needed to be adjust, but it would not cause the vibration or steering wheel shaking he had previously described. We recommended him to balance the front tires, which we did free of charge. The tire balance improved the vibration a lot and told Mr. ****** to take the truck, try it and to keep us informed if the issue was still present or not but weeks went by and we did not hear back from him until recently when he came back with a check engine light again which our Tech diagnosed it to be a faulty #1 Nox sensor, this system has two sensors, in the last service we replaced #2 sensor only because that was the only sensor required then.
  
  See details in attached copy of Invoice *****.
  
  Please feel free to reply by email or call my direct line with any additional questions you might have.
  
  Also, I’ve made our ATI team aware of this issue so they can address any underlying problems and ensure our customers always have as much information as possible.
  
  Once again, I apologize for any misunderstanding and frustration this might have caused. Thanks so much for letting us know. Our customer’s feedback is valuable to us as we take pride in our business excellent reputation and loyal customer base.
  
  Sincerely,
  
  Erick D****
  Service Manager
  ATI TRUCK REPAIR LTD.

*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. ↩