ComplaintsforCIT Trucks, LLC
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Complaint Details
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Initial Complaint
07/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased starter for a **** Kenworth with a 3406E Caterpillar engine. The starter did not work (installed the next day and the truck still wouldnt start). I returned the starter on June 10, 2023 and still have not received a refund on the credit card used for the purchase. When we call the parts department inquiring why there has not been a refund issued, no one will give an answer. Spoke with ******** last time (a week ago) and he was flippant and refused to try to be helpful or give any information.Business response
07/17/2023
The customer originally purchased a starter on June 6th 2023. It was found that this starter was defective. A replacement starter was purchased from another dealer group on the same day. The original was brought back to our location for ******************* on June 12th. The customer had email communication with our department and provided the necessary information allowing us to submit a warranty claim on June 19th.
The manufacturer had paid the warranty claim. However, the original purchase and the replacement were purchased under different company names. Along with, the customer inquiring about the warranty was using their own name which was not on the warranty claim. This caused confusion and a slight delay in processing.
On July 12th, myself, the Parts Manager reached out to the customer and resolved the situation. The customer was given a full refund and the warranty claim had been completed form start to finish.
The customer was satisfied and we look forward to doing business together in the future.
Customer response
07/18/2023
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,
*******************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.