ComplaintsforPatson, Inc.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ********************* with *** Trucking & ************** Services. I am writing to express my deep concern and frustration regarding the ongoing repair of our 2019 Freightliner, VIN #*****************, at the Transchicago Truck Group ********, ** location which has been in their shop since June 2024. This truck was initially brought in for repair on June 13, 2023, to address an issue with the cluster. Unfortunately, we are experiencing the same problem again, indicating that the initial repair was not successful. We received an estimate of $2,272.56 on June 28, 2024, followed by a subsequent estimate of $3,967.78 on July 5, 2024, for the same issue. This discrepancy is both confusing and concerning. Given that the truck was brought in around the same time this year, I do not understand why the warranty from the previous repair is not being honored. It is not our fault that the truck was not looked at promptly, resulting in an extended repair time. The repair was approved weeks ago, yet we are still waiting for its completion to this day 8/6/24. We have called consistently only to be told a date in which the part would be in and still to this day the part is not in as of yet. We did do a complaint with corporate and feel like this is RETALIATION on a small business. This situation has significantly inconvenienced our small, minority-owned fleet company. Unlike large companies with extensive fleets, every truck in our fleet is crucial to our operations. We urgently need this truck back in service.We respectfully request that the warranty from the previous repair be honored, considering the truck was brought in within the year. If the warranty cannot be applied, we believe a substantial discount is warranted given the circumstances and the inconvenience caused.We simply want the truck repaired correctly and returned to us as soon as possible.

  Business response

  08/12/2024

  Hello thank you for the opportunity to respond to the *** Trucking & ************** Services claim.
  
  We write up each service ticket with the date the truck is brought in for repair and the trucks mileage on that date, even if we are not able to start the work immediately. We then submit for part warranty coverage based on that date/mileage. The *** Trucking & ************** truck was brought in on 6/20/24. The previous 2023 work completed at our ********* IL location was invoiced on 6/13/23 so unfortunately the warranty had expired. Our assistant service manager attempted to have the new part covered but was denied.
  
  Ive attached the 6/13/23 repair invoice from our *********, ******** location.
  
  In our initial estimate, we suspected the issue was with the chassis control module and that was reflected in the lower cost. Upon further inspection, we determined the chassis control module was indeed working, and the issue was with the instrumental control unit cluster, a more expensive part which ultimately needed to be replaced.
  
  We notified the customer that their part was no longer under warranty, and in an email exchange with our service advisor, ********************* approved our explanation about their warranty expiration as well as the estimate, and asked us to proceed with their repair.
  
  We did not have the part required for this repair in stock, and had to search for it at other dealership businesses. The customer called in frequently for updates and we provided search- and shipping-status updates whenever we had them. The part was challenging to find, and once ordered it took time to receive it.

  We received the part Friday 8/9/24 and completed the repair Monday morning 8/12/24. The customer was notified that their ********************** is ready. We regret that the part took an extended time to find and receive, and we were clear about the expired warranty and charges throughout their time in our shop.

  Thank you,
  

  *******************, President/CEO

  TransChicago Truck Group

  Customer response

  08/14/2024

   
  Complaint: 22102935
  
  I am rejecting this response because: they indicated that the truck was ready and that they called us on 8/12/24; however, we called this morning and they indicated that the truck was ready, but the paperwork wasn't ready and to call back after lunch. So we are wondering how they tried to contact us on 8/12/24 to say it was ready and we could pickup, but when we called this morning 8/14/24 we were told to call back later. So this means it was not ready for pickup and no one called us on 8/12/24 or 8/13/24 or 8/14/24 to pickup. At this point I feel we need a sizable discount on this repair, as I don't know any repair shop that would keep a truck for the whole summer. This is ridiculous. As I stated before, we feel it is retaliation and we have lost enough wages to make us go under. Please provide an amicable discount to the repair bill. Thanks
  
  Sincerely,
  
  *** Trucking & ************** Services

  Business response

  08/15/2024

  Hello - we followed up again with our Service team and did confirm there was a miscommunication and *** Trucking & Transportation was not told their truck was ready Monday. Our Service manager contacted the customer directly yesterday to apologize and remove a portion of our charges for the work we performed as well as offer a free future preventative maintenance service. We feel it was necessary to make up for our lack of communication about the completion of their truck's repair. 

  We apologize for our communication failure, and we feel we've addressed every other point in this complaint.

  Sincerely,

  *******************, President/CEO

  TransChicago Truck Group

  Customer response

  08/15/2024

   
  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.
  
  Sincerely,
  
  *** Trucking & ************** Services

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my2021 Feightliner commercial vehicle in to have it serviced because my the vehicle had issues starting in the morning. It took multiple attempts to get the vehicle started and once started it had a rough idle along with the check engine light and low voltage light also coming on. I thought i should take the vehicle in immediately considering it was a new vehicle and was still under warranty, and I did not want the issue to get worse. After speaking to the service rep at transchicago truck group, (*****) I was assured that the problem should be covered under the warranty, so i brought the vehicle in for service. After having my vehicle approximately a week, I then get a phone call stating that the vehicle had a low voltage reading and that they could not move forward until the batteries were replaced, which I agreed to allow the change. Then another week to 10 days past and I was then informed that the vehicle did not show any codes and that they could not find any problems with the vehicle, therefore I am now responsible for $1400 for labor, that would not be covered because no issues were found on there part, even though when i brought the vehicle in for service they did notice the check engine light on and low voltage light. So at that point, I reluctantly paid the cost because otherwise they were not going to release my vehicle. After getting my vehicle back, I go out the next day to try and start the truck , and the same problems occur and the check engine and low voltage light re appears and the truck has issues turning over. I immediately began recording the problem on my phone, and I reached out to the dealership and was advised to bring the vehicle back the same day which i proceeded to do. After having the vehicle a second for over another week period, they return the vehicle stating that they were not able to find anything wrong, even though when i dropped the truck off the second time, I played the video of the truck having starting issues.

  Business response

  04/20/2022

  **************** called our ****************** on the evening of 4/19 and spoke to our Service manager about his initial paid invoice totaling $1,420.07. Our manager promised to look into it and follow up the next morning. He then spoke to **************** again on the morning of 4/20 with an updated invoice total of $475.06, an amount agreed upon by ****************. We refunded **************** $945.01, the difference between his original invoice and the updated invoice. Our Service manager was unaware of a formal complaint when he spoke to **************** yesterday or today.

*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. ↩