ComplaintsforTrucks Only

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Where do I even start? We bought a 2012 GMC Sierra ****** on August 13th of 2021. We noticed a list of things that they agreed to fix.-Broken Seat Lever (Driver Seat), a major ordeal had to fight, instead of fixing the seat properly. Without us knowing they replaced it with a 2008 seat, lied to us, and told us it was the same seat, that was extremely weathered, *****, and muddy underneath. They proceeded to tell us it was the same exact seat, and they fixed a little tear that they made clear they wouldn't fix. After many trips back there, they finally corrected it put in a new frame with motor put on the existing weathered material and compressed cushion back on. We just dealt with it.-Steering Gear Box, as we were looking at the vehicle, we noticed a leak underneath the truck. Apparently, there was a bad seal, so was taken part and resealed.-Alignment, was awful took it for a test drive, and the vehicle pulled hard right had to be realigned.-Service Trailer Brake was broken had to be replaced.-We told them that the battery had a weak start and told us it was fine, then on one of our many visits they had to replace the battery because they had the wrong size in it.-Fuel gauge was not reading correctly, and they told us it was because they ran the fuel too low.-The problem that started it all was when we were about to sign the deal, they offered to fill the tank and the vehicle wouldn't start after pumping. You had to crank it 2-3 times before it would even start. Then the salesman tried to tell me I left the vehicle running while filling the gas. Pretty much insulted me. Happened every time after that at the pumps until they stopped arguing and fixed it, weeks later.1 of 2

  

  Business response

  11/09/2021

  We are communicating with the customer direct in regards to this matter. We will update once we have more information. Thank you.

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