Complaints

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

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  Trucks Only

  550 S Country Club Dr Mesa, AZ 85210-2324

  
• 

  Trucks Only

  3110 E Bell Rd Phoenix, AZ 85032-1923

  

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:02/05/2025

  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.

  I bought a 2018 Acura MDX, this past Nov. '24. Dealer does not provide check list for inspections made on the vehicle before purchase but verbally assures you that they check everything and make sure it's safe. I think my vehicle never got inspected. When I bought it back a week later to get detailed, I asked for them to change the windshield wipers cause they were old. While the mechanic had the vehicle, he notices a cracked strut and changed the oil. Then they realized the car was never tested for emissions before they sold it to me. They got that done and I brought it back to get the strut fixed. They did not provide any documentation of the repair. Two month later my breaks started to give me trouble so I emailed the dealer about all the items that had been overlooked and stated my breaks must not have been in good shape just 2 months prior. I also came to realized that my car had two active recalls that the dealership should have gotten repaired before trying to sell it. They did not even mention it to me and these were major safety issues. The fuel injector system was recalled and I started noticing the acceleration not being smooth and jumpy. Sometimes not accelerating fast enough. Then my automatic breaking system would engage when not necessary. A couple accident almost occurred because of this. When I emailed the manager *****, about these problems, he stated that owning a car comes with the responsibility of maintenance. And that the car's service history shows that it was serviced several times at the ***** dealership " we made the assumption that the recalls had been serviced during one of it's maintenance visits". They have the *** and can look this up very easily. They are very neglectful and do not provide documentation of service because they are not being accountable for the checks or repairs they state they've made.

  

  Business Response

  Date: 02/10/2025

  We are genuinely sorry that Ms. ****** is disatisfied with her experience. At this time, there is nothing that Trucks Only can do to rectify her concerns. The recall work has to be performed at the ***** dealer, which they are doing. Trucks Only addressed the items that were present at the time of sale 3 months ago. Since there was no charge to the customer, an invoice would not have been warranted. Any records of the inspection were expunged from the file when the vehicle was sold three months ago. It is still our belief that the customer got a well-maintained vehicle at a very, very good price, and Trucks Only has provided the customer with the best possible experience to our abilities. The vehicle needs to have recall work done at the ***** dealer, and that's where we are. 

• Initial Complaint

  Date:10/25/2024

  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 August 27 of this year my mother bought a 2016 jeep within the first 15 days she started to experience issues such as clicking noises coming from under the car. She took the car back to the dealership and had it checked and was told that everything was okay and no issues were found. She brought the car in at least 3 more times before taking it to ********* to get it looked at where they were able to find issues adding up to $1800. We then took the car back and even then they still said there was no issues with the vehicle but would keep it overnight to get inspected. The next day we came back and were told there was issues adding up to $2000. When we spoke to ***** that was the salesman that sold us the car he said they would only cover the major issues not what they considered normal maintance issues so they only paid $387.33.They then kept it overnight again and returned the vehicle to my mother the next day. I advised her to drive the vehicle and within the hour she heard something blow under the vehicle. When she pulled over and looked under the vehicle she noticed fluid pouring out from underneath the vehicle. She ended up having to call our insurance company to have the car towed back to the dealership. We have yet to know what the issue is under the vehicle.

  

  Business Response

  Date: 10/29/2024

  First, some background information on the situation. The customer purchased roughly two months ago and has put close to 2000 miles on the vehicle. The 15 day/500 mile implied warranty has long since expired on the transaction. Further, the customer declined to purchase an extended service contract that would offer additional protection beyond the implied warranty. That being said, the repair facility that last worked on the vehicle is currently in the process of repairing the drive axle that failed on the vehicle, at no cost to the customer. While this repair is being made, there may be other components replaced at the same time that were noted as being recommended replacement items. There is no guarantee that every item on the recommended list will be fixed. The vehicle will be driving properly, and will be mechanically safe when it is returned. However, purchasing a nearly ******* mile used vehicle will typrically come with items that a retail service shop could "recommend" be replaced. That does mean the vehicle is mechanically unsafe or not fit for the purpose for which it was intended. It is also highly probable that further repair and maintenance will be needed in the future. That is the reality of owning a used vehicle. Once the repair is made, we will provide the customer of the work that was performed and the items that were replaced. There will be no other free work offered or available moving forward. If the customer would like continuing protection for future repairs, there is still an option to purchase an extended service contract. There is financing options available for the warranty to make it more affordable.

• Initial Complaint

  Date:10/07/2024

  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.

  Purchased a truck , I purchased an extra warranty with the truck. The truck tires rubbed when I turned. Took the truck back to fix the problem but when I got the truck back the tires still rub and now there is damage to the undercarriage. I made ***** Sullivan aware and he denied fixing the damage . The truck feels unsafe to drive and now I'm paying on a 87k truck that just sits in my driveway. They won't honor the bumper to bumper warranty that I purchased through the dealer either.

  

  Business Response

  Date: 10/21/2024

  I have been out of the country for the better part of two weeks. I will research the matter and respond as quickly as possible. Thank you.

• Initial Complaint

  Date:11/11/2023

  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.

  Went to Trucks Only in **** , saw and test drove a truck with a price tag of ******. Talked to **** the Sales Manager in the parking lot who said "that's the best price" called after credit was told the price is actually much higher because of a lift and tires. Nothing was said to us prior after hours of being at the dealer. All of a sudden the price was up to ******. Bait and switch! Unfair business practices.

  

  Business Response

  Date: 11/20/2023

  We apologize about any confusion that occurred while this customer was in the store. We will not contact them any further, per their request.

  Customer Answer

  Date: 11/20/2023

  I now have a list of 10 other potential customers that you have changed the price on after they showed interests because "a mistake was made". 

  This is an unfair business practice and as we speak to people it is becoming clear it has not only happened to ** at Trucks Only in ****. 

• Initial Complaint

  Date:11/04/2023

  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.

  This place is DISHONEST and GROSSLY NEGLIGENT. Their service advisors have NO idea what they are doing! My entire family could have died in the accident caused by the gross negligence of this service department. My axel and possibly frame have been damaged due to them not replacing the threaded lugs on the joint arm of my truck. The life were not even at the scene of the accident entailing that they were never put back on the truck. Causing the front wheels to become disconnected from the vehicle whilst driving. The vehicle could have flipped over and possibly killed my mother and daughter, had it been going any faster than 3mph. A $2800 repair that could have literally killed my family! This is disgusting and gross negligence you should be ASHAMED of your work!

• Initial Complaint

  Date:09/18/2023

  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 purchased a 2016 RAM **** from Trucks Only *************** 06/10/2023, when I was purchasing the truck I was told that they would give me a 2nd key once the truck was funded and have the rock chip in the windshield repaired. Before I signed the paper work to purchase the vehicle I was given a "WE OWE" to get 2 matching rims and tires due to the fact that it is a 4 wheel drive truck with different dimension rims 9 inch wide on the front and 10 inch wide on the rear, the offset of the rims is also different and tires on the front and rear and they are directional tires and can not be rotated, they have to stay on the same side, left or right. I was told that this would happen after the truck was funded.Here I am 3 months later waiting on the rims and tires. Have made several trips to the Mesa store to have their tire shop look at my rims and tires and take pictures, Then the Mesa sales store to have someone else look at my rims and tires and also take pictures.Now they tell me that they only want to cover $675.00 of a $1611.48 "Discount tire" estimate to have the correct rims and tires put on the truck. By the "WE OWE." I am now waiting another 3 weeks and have not heard back, The saleman has gotten involved and is telling me that the finance manager is having personal issues. How is that my problem. I have a we owe for 2 rims and 2 tires so that I can drive my truck safely, Not damage the drivetrain, Rotate my tires to help with tire wear. If they did not know how much the rims and tires cost they should not have signed a "WE OWE" saying that they will give me 2 rims and tires to get me to sign the contract to purchase the truck. Isn't that some kind of bait and switch or is it how the Sullivan *********** treats customers.I thought that all I needed was a "WE OWE" signed by a manager from the company but apparently I was wrong. All I am getting is that manager is no longer with us, ***** is having personal issues.

  

  Business Response

  Date: 09/19/2023

  Please have the customer call ***** at ************ in regards to this matter. Additional information is needed to resolve this complaint. Thank you.

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising 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 am the sole driver of a Truck purchased end of 2022. I recently lifted the center console to utilize the middle seat in between driver and passenger only to realize that the seat belt is there but the device for it to click into is missing entirely. This was not informed to me when I made the purchase. I called and spoke with the front desk and was informed that I needed the service department and was informed had I noticed this within the first couple of months they would gladly fix the issue but since it has been 4-6 months that they most likely won't, and if I remembered the name of my sales person I could speak with them. I would appreciate assistance in this matter

  

  Business Response

  Date: 04/18/2023

  We have made contact with the customer and informed them of our intent to resolve the issue. The part has been ordered and we are awaiting arrival. It is expected to be here any day. At that point, we will contact the customer and arrange for them to come in and have the part installed. That should happen within the next week at the most. Thank you.

• Initial Complaint

  Date:01/10/2023

  Type:Billing 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 went to trucks only with a loan offer specifically only from one company that I had planned to work with. Made a deal to buy a 2017 dodge ram and they would have a brand new large touch screen with blue tooth and back up camera installed. I was informed I would be called once it came in to bring the truck back in for installation. ***** later my husband and I received denial letter from MANY MANY lenders as trucks only ran out credit to MULTIPLE lenders as the one lender *********** that we planned to work with allegedly denied the loan request. They did not, trucks only simply needed to call them and verify my phone number as I have a fraud alert on my credit and all would have been fine and gone through but instead they ran out credit without permission to MANY lenders (again ending up being denied as they did not handle the fraud alert properly) I have called trucks only and spoke to numerous people requesting they have the inquiries removed from our credit as we intended to only lend from *********** and did not approve them to do this. I was told they can not do this and to reach out to the credit bureau to handle this which is ***** the credit bureaus would send me back to them to have them removed. I still have not had my touch screen and back up camera installed, as well as making numerous calls requesting the install and was informed "hopefully someone will call you back." No one has called me back! I would like the inquiries removed from my husbands and l's credit reports as well as my large touch screen with blue tooth and back up camera installed.

  

  Business Response

  Date: 01/11/2023

  We are sorry to hear about ************************ issues with Trucks Only. It does appear that the original decision from *********** was turned down. In this situation, it would be standard to look for alternative lending sources to complete the transaction. A signed credit application states that Trucks Only can submit an application to any lender that *** potentially finance the transaction. That being said, a call to *********** to resolve the fraud alert would have been prudent in this situation. The finance team is inquiring with the credit bureau agency to see about having the additional inquiries removed. While that will ultimately not be our decision, we will do everything we can to try and assist with that. It should be noted, however, that negative, delinquent, or derogatory items in a credit bureau have a far greater bearing on a customer's credit score and profile then credit inquiries do. As for the stereo and backup camera, it does appear that we dropped the ball on that one. The customer should be getting a call from the service manager to schedule the appointment to get that work performed. Hopefully that will resolve that concern. We will let the customer know what can be done about the additional credit inquiries once we receive word back.

  Customer Answer

  Date: 01/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:11/15/2022

  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.

  My wife and I purchased a truck from Trucks Only in June 2021. Thw truck was financed and i paid cash for an extended warranty. My family moved to ****** in the beginning of August having our belongings moved for us. In October the vehicle was involved in a collision and was considered a total loss. I was later informed that I was entitled to be reimbursed an offset cost of the warranty I paid cash for. In April 2022 I called the warranty company to attempt to get the refund started. AU warranty informed me that the warranty was never finalized. Trucks Only started the process and never finalized it. They were requested to submit some documents or information to complete the process and have the warranty active. I was also informed that the dealership was responsible for the refund processing. I called Trucks only and they were not aware the warranty was inactive. They then fixed that issue and stated they would start the refund process and it would *********** to 8 weeks to process. In July I had not received any I formation on the refund and called Teucks only. I was informed that they now needed the milage at time of loss to process. No calls to me to obtain. I call the insurance company and get the milage at time of loss and give it to trucks only. In October I call to follow up again and am told they don't think that is the correct milage and I need to get proof. I get the documents of inspection at time of loss from insurance company and submit it to trucks only. I am then told that I am trying to defraud the company and that they will not be refunding me based off of that milage and on the phone were very rude. The person I spoke said look here ***. We will not pay for etc etc. I felt very disrespected. They still have not moved forward with the claim. From the time my vehicle was totaled, I have had 12 surgeries with hospitalizations, my wife passed away, a d the milage on that truck is the last thing on my mind. Please call if you need more information

  

  Business Response

  Date: 11/23/2022

  The refund from the warranty company has been canceled and we are awaiting reimbursement from the warranty company. Once we have received the reimbursement it will be promptly forwarded to ****************** upon receipt. Processing can take up to 6 weeks from the date of cancellation. The delay in reimbursement has been due to the dispute of accurate mileage by ******************. We will not get into a back and forth about the details of the inaccurate information that ****************** has claimed, but rather focus on the fact that the cancellation has been made and the reimbursement will be sent to him as quickly as possible upon processing. We will also contact the warranty company to see if they can make it a priority to speed up the reimbursement.

• Initial Complaint

  Date:05/20/2022

  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.

  I'm writing this complaint through BBB to resolve my problem with Trucks Only in ****, **. I bought a 2019 Chevrolet Silverado 2500H Crew Cab 4WD that I have been having several major issues with. The total price of the vehicle cost me $48914.52 with taxes and "dealer fees" included. Problems with the vehicle started the first month I purchased the vehicle when I ran it with the 4WD option. The truck would make grinding noises when I would make a turn on the vehicle. The truck required an oil change about every 1.5 months of use which I thought was too frequent, but I kept up with it nonetheless. I started experiencing major issues with the car in 2022. I sent the truck to the service center at Trucks Only and paid what the extended warranty didn't cover. I had thought they had solved the issue after they had worked on it a couple of times. But the last time I took it back home the check engine light came back on. I sent it to them for a third time to work on the vehicle before they sent it to ********************* in *******, **. Long story short, I have been without a truck for more than a month and have been turning down jobs left and right while paying for the the truck and its insurance. What I want from Trucks Only is to get a 100% working vehicle for the price that I paid. I believe that this is completely unjust and needs to get remediated as soon as possible.Please let me know the supporting documents that will facilitate in solving this problem.

  

  Business Response

  Date: 05/31/2022

  The vehicle in question was purchased by ************************ in October of 2020, approximately 20 months ago. Obviously any issues he is experiencing are after he has had the vehicle for almost two years. He took the vehicle directly to Autonation Chevrolet and has been dealing directly with the ***** dealer in regards to issues on the vehicle. Trucks Only was completely out of the loop in regards to what is going on. It seems any issues should be a question for Autonation ***** where the vehicle has been located for the past month. We are happy to help in any way we can but we cannot get answers from the ***** dealer when it was the customer that took the vehicle directly to them. We have also offered to trade him into a different vehicle multiple times now and he has refused the opportunity to do that. At this time, we are not sure how Trucks Only can help any more when we are not in possession or responsible for repairing the vehicle. Hopefully the ***** dealer has corrected the problem and ************************ has his truck back.

  Customer Answer

  Date: 06/02/2022

  First off. The vehicle was worked on at the Trucks Only service center and the problem with the truck was never fixed at that location. The Truck was then transported by Trucks Only to Chevrolet Auto Nation without informing me until after the fact. Either the Trucks Only rep is misinformed or is fabricating info. There was only one offer given to me by Trucks Only but it wouldnt be beneficial for me to buy another truck at full price. I have supporting docs if needed.

  

  Business Response

  Date: 06/03/2022

  The vehicle was repaired at Trucks Only. When other issues arose, the vehicle was then moved to Autonation Chevrolet for further diagnosis as they have more advanced equipment from the manufacturer. This was a prudent step to ensure proper diagnosis. The repair that is needed according to the ***** dealer is a known common problem with these ***** trucks. It is a separate repair from the one performed by Trucks Only. Because of it being a common problem on these vehicles, the parts are unfortunately on back order according to the ***** dealer. The order has been placed and they are waiting on the parts to arrive to finish the repair. Unfortunately, all the complaints of ************************ are issues outside of Trucks Only's control. Trucks only did not build the Chevrolet vehicle. Trucks Only cannot predict a repair being needed after almost two years of time. Trucks Only does not build Chevrolet parts and is not responsible for back ordered parts. Due to supply chain issues these are problems that all dealers and many, many customers across the country are dealing with. We have no control over that. This is not a vehicle that was just very recently purchased. We are talking about nearly two years of time. Lastly, we did make a very generous offer to try and trade the customer into a different vehicle. It certainly was not an offer to pay "full price." The customer did not agree to the terms and that is their prerogative. However, if he chooses to not trade into a new vehicle, then he must wait for parts to be available and the repair to be done. Those are the only two options available. The request that Trucks Only would reimburse a customer in full after owning a vehicle for almost two years is not realistic and out of the realm of possibility. We genuinely try to help our customers but it has to be within normal operating business standards and within our control. Unfortunately there is things that are beyond our control in this situation.

  Customer Answer

  Date: 06/06/2022

    I did recieve an offer but i wouldnt call it generous though. When the truck was "fixed" at Trucks Only, on that same day i had to take it back because the check engine light illuminated, before i got home. I'm not saying that trucks only damaged the vehicle further but it is a possibility.Ive tried to locate anything online about this common issue (over $8k job) that these ***** trucks have but my search was to no avail.
  
  I haven't had the truck since April Ive been asking for rides to work but im limited to what i can do without it. If Trucks Only is implying that i should file a complaint against Autonation as well then i will do so. But I cannot purchase a new vehicle for as much as they were offering me, its too much money.
  
  If there is a better offer, i might consider it. I just need a truck that will last more than 2 years considering their prices.