ComplaintsforKentucky Truck Sales, Inc.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON OR ABOUT DEC. 14, 2021, I TOOK MY TRUCK TO KTS TO SERVICE A AIR LEAK AND FLUID LEAK THAT INVOICE TOTALED $2,772.63. ON ABOUT DEC 25 I WENT TO PICK UP THE TRUCK AND SEEN IT WAS STILL LEAKING I VIDEO'D IT AND SHOWED THE REP. HE SAID IF LEAK PERSIST TO BRING THE TRUCK BACK, I TOLD HIM I AM JUST GOING TO GET FUEL AND I BROUGHT THE TRUCK BACK. SHORTHLY THEREAFTER I RECEIVE A EMAIL SAYIING THAT THIS IS A NEW LEAK AND IT WILL COST$7187.55 AND THAT NOW THAT THEY HAVE THIS ALL TORE DOWN SEE ANOTHER LEAK BY THE FLYWHEEL. I ALSO ASKED FOR A DIFFERENT AIR VALVE TO BE FIX, IT IS STILL LEAKING AS WELL. WHEN I CAN TO PICK UP THE TRUCK IT HESITATED TO START I DID NOT THINK NOTHING OF THIS BUT THE NEXT MORNING WHEN I TRIED TO USE IT FOR WORK IT STARTED SMOKING. I HAD TO GET THE TRUCK TOWED BACK TO KTS, AND THEY SAID THE START WIRE HAD MELTED AND CAUSED THE STARTER TO BURN OUT I WAS CHARGED $899.65 AND $250 TO TOW IT THERE, AS YOU CAN TELL EACH OF THESE ISSUES IS IN THE SAME GERNERAL AREA, LEAK IS NEXT TO EACH OTHER, FLYWEEL IS NEXT TO STARTER, SO THE ONLY REASON I KEPT TAKING THE TRUCK BACK IS BC I BELIEVED THEY WOULD WARRANTY THE WORK. THE TRUCK WAS IN AND OUT OF THE SHOP FOR OVER 2 MONTHS MY DRIVER HAD TO FIND ANOTHER JOB, I STILL HAD OVERHEAD TO PAY AND INSURANCE WHILE THEY HAD MY TRUCK SITTING THERE, LIKE LITERALLY WHEN I TOOK MY TRUCK BACK IT WOULD SIT FOR A WEEK TO GET BACK IN LINE FOR SERVICE. I HAVE NO PROBLEM PAYING FOR SERVICES THIS IS A PART OF BUSINESS BUT TO BE ROBBED LIKE THIS IS RIDICULOUS AND CRIMINAL. NEEDLESS TO SAY THE TRUCK DID NOT HAVE ALL THESE ISSUES WHEN WE TOOK IT THERE AND NOW THE TRUCK LITERALLY SOUNDS WORSER NOW THEN WHEN I TOOK IT TO THEM, WHICH HAS ME SCARED TO DRIVE IT IN FEAR IT WILL BREAK DOWN AND I DON'T HAVE THE FUNDS TO REPAIR THEIR MISTAKES AGAIN...

  

  Business response

  04/13/2022

  To Who it May Concern,

   

  While I understand Mr. ********** frustration with this unfortunate situation,  Kentucky Truck Sales, Inc. was neither at fault nor fraudulent in this matter.  The failures that occurred are part of four different systems on this truck;  pneumatic, lubrication, cooling and starting.  The truck was brought in to our shop for an air leak in the dash and an significant oil leak.  We repaired the air leak in the dash and the oil leak as explained in repair order *****.  Following the repairs, we performed a 30 minute repair validation and no other leaks were found at that time.  Mr. ******** then discovered additional leaks of coolant and oil after picking up the truck.  Further diagnosis revealed a coolant leak at the EGR cooler and a small leak at the flywheel housing.  The EGR coolant leak is a totally separate system on the truck from the original repairs and are not related.  The oil leak at the flywheel housing may or may not have been present at the time of the oil leak on repair order *****.  It is common for subsequent oil leaks to occur on an older engine after the repair of a significant oil leak.  Oil pressure will find a new weak spot in another aging seal or gasket because the path of least resistance has been stopped.  The starter failure several days later is again,  a totally separate system on the truck and is not related to the other repairs that were completed.  The most influential factor in this entire scenario is the age and mileage on this truck.  The unit was put into service on 3/27/2011 with original owner.  The life expectancy for the equipped Cummins ISB 6.7 engine is 300,000 miles in this application.  Mr. ********** truck had accumulated 338,319 miles when brought in for the last repair.  Again I understand Mr. ********** frustration,  but failures will continue occur on a truck and engine that are past the expected service life.  Repeated failures will only amplify with continued use after its service life.  In conclusion,  Kentucky Truck Sales, Inc. is not at fault or criminal as accused by Mr. ******** on failures on four different truck system failures,  this failures are a result of usage beyond the service life of the vehicle.   However in a gesture of goodwill to Mr. ******** for the amount of money spent at Kentucky Truck Sales, Inc.,  I will make a refund of $1,000.  This gesture in no way is an admission of fault, but is offered only to try to help Mr. ******** in a series of events that are common in a vehicle of this age,  but nonetheless painful for he and his business.

  *** ***** 

  *********

  Kentucky Truck Sales/Century Leasing

  Customer response

  05/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [KTS makes a great point: that while at their facility, under their care the truck exhibited four (4) different failures, yet it was brought in for only two (2), air coming out the dash and a fluid leak. it was also requested during service that kts fix the front air tank leak, they concluded it was a value leak. I was charged but it was not fixed, i sent a email to KTS a day or two late, but nobody addressed the issue. The failure to fix this, also leads me to believe it quite possible they never fix the fluid leak in the first place. It completely baffles me beyond the point of understanding, how KTS can even stand on this claim that they fixed the leak when I took a video of the truck leaking at their facility. When i showed their Rep.he informed me,.." if it gets worst to bring it back"... the video is proof that they did not fix the leak, caused the additional leak, nor could have preformed : a 30 minute repair validation", as they claim. It is KTS position that these issue just happen, like a leaf falling of a tree, that once anybody would have worked on this truck that these issuse would have accord b/c of the age of the engine, that is utterly false, the truck exibited none of the other issue that arriesed while at KTS ( flywheel leak, starter issues, or coolent leak). Certainly KTS does not want to except responsibility for their fault, yet coincidently each failure was in direct proximity to each other, which is why they felt the need to charge me twice for taring down the engine, each leak would be affected by this tare down, the flywheel is right next to the starter this is clearly KTS fault. The lasting affects of kts treatment of our truck sittting their waiting for service after bringing it back to get in line on top of the mechanical issues is still affecting our business today. KTS places emphasis on the trucks, "older engine", However the truck has been well maintained it's presence at KTS and the fact that we paid this ridiculous bill of over $10k is appalling combined with the $1,000 refund is disrespectful to it's customers. In the least we should not have been charged labor after the truck returned. KTS should be held responsible for their action in this matter.]
  
  Regards,
  *** ********

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