ComplaintsforFour State International Trucks

• Initial Complaint

  06/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Brand new fuel fuel tanks have the holes for the sending units not correct in any position. I will not remove these and drill holes as that is not the correct way to fix this problem. For the price of this product they should bolt right on. When I called in they stated that they thought they had this problem corrected, which it clearly is not.

  

  Business response

  06/21/2023

  The hole for the sending units are in the correct position.  The issue was an install error on the customer’s end.  We pulled the original call from the customer and one of our salesmen.  The salesman mentioned a previous issue with some fuel tanks and offered speculation that might apply to these tanks.  Upon receiving photos from the customer, we are certain this is not the case, and the tanks are error free. The mounting holes on the tanks are not symmetrical and require the sending unit to be clocked in a specific direction for it to function.  This is a common question from customers during this installation process.  On his original filing with our Warranty and Returns department, the customer was instructed of the process to correct the install and offered a $100 credit per tank to repair the sending unit installation.
  Mr. ****** refused the credit offer, claiming that did not cover a “faulty tank”.  As stated, the tanks were not faulty, but we continued to pursue a repair solution to satisfy the customer. The customer resides in Sidney, Ohio.  We reached out to multiple customers in that region and found a repair shop familiar with the tank/sending unit issue and willing to repair these tanks.  I contacted Mr. ****** and if he were willing to go to this shop, approximately 2 hours from his home, we would pay 100% of the tank repair.  Mr. ****** refused this repair option saying it was too much downtime for him, making it too costly.  He reluctantly said he wanted to go back to the original $100 per tank offer we made originally, and he would repair them himself.  I put him in contact with one of our installation managers to discuss the details of the original installation error and subsequent repair. We will continue to offer technical support including phone and video support if needed.
  We have made multiple attempts to assist Mr. ****** with this tank issue.  We did not sell a faulty product and will continue to support his installation and repair questions. We want him to be successful and make full use of the investment he made in the fuel tanks purchased.  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a product from 4statetruck Thursday and I payed for the two day shipping, I called the next day Friday to get a shipping number and was told the product had not ship out yet that it would most likely ship late today Friday and since on the weekend ups doesn't work I will get my product probably on Tuesday or Wednesday. The would put my shipping in 3 to 4 working day not two wish is what I paid for and when I asked for refund on the delivery charged they hung on me.

  

  Business response

  11/08/2022

  The customer called in mid day on Friday 11/4 for an order status.  Our operator informed him that his order was in process of being pulled and would ship out that day via 2nd day freight and it had an estimated delivery date of Tuesday 11/8. The customer disagreed that Tuesday would be 4 days.  We explained that the order came in after cutoff on 11/3, was being shipped on 11/4.  Weekends do not count, only business days, so Monday 11/7 is day one, and we estimated delivery for 11/8 on day two.  The customer disagreed asked for his freight fees to be refunded.  Our operator informed him that upon delivery receipt he could call back and we would review it at that time.  I just tracked his shipment, and it is out for delivery via UPS on 11/8 as estimated.  As previously agreed, upon delivery if he would like to review freight process we will do that.  I have listed to the recorded call and we did not hang up on the customer as reported.  I'm happy to discuss this issue with the customer if they wish to proceed. 

• Initial Complaint

  06/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was shipped the wrong product just laying outside of my garage and then I was told it t needed to be put on a pallet so I do so and now I’m told that a carrier won’t pick up or if damage I won’t get a refund for 1747.00 crooks

  

  Business response

  06/27/2022

  Dear Mr. ******, 

  We apologize for the delays in getting final resolution on your order.  We will be issuing you full credit on your order back on the same card used to make your purchase. 

   

  Sincerely,

  ****** ******** ******** ******* ******* * ***** *******

• Initial Complaint

  04/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 15th,20222, we ordered a bumper, a grill, and grill assembly with bolts for our Kenworth W900. We were told that the delivery date would be in 5 days, we still have not received the items that we have ordered and continue to get a runaround from this company.

  

  Business response

  05/04/2022

  Dear Better Business Bureau, 5/4/2022 Ref: Complaint ID ********

  We at 4 State Trucks strive to meet our customer expectations. As a long-standing business serving the trucking industry for over 40 years, our relationships with our customers is paramount.

  The current supply chain and the inability of freight carriers to perform because of record capacity and labor shortages is the worst we have seen in 40 years. We have a full team devoted to trying to manage shipment delays and communicate with customers. However, it appears with our customer in this situation that the delays were very frustrating for him and we understand that.

  Our records and communication with the customer show that extended lead times were expressed to this customer multiple times starting on 4/15 when the order was placed and the subsequent 3 follow up phone calls.

  4/15 – Order ****** placed with salesman. It was confirmed that all parts on the order were in stock and available to allocate for shipment. The salesman explained that there could be up to a week and a half delay on delivery due to freight carrier delays.

  4/20 – customer called for order status since they had not received a shipping invoice on the order. Customer confirmed that they were told the parts were in stock. The Order Desk Representative confirmed that the parts were available, but the out bound freight lead time was still in queue. Orders ship first-in-first-out. Their order was in queue to ship in the next few days. We apologized for the delays and confirmed the customer still wanted the parts

  4/21 – Customer called for order status. It was communicated that the order was in queue, but our extended shipping lead time was delaying the order pickup.

  4/21 – Order was invoiced; payment was taken for the order in full. Shipping paperwork printed for order since the carrier confirmed they were able to pick up shipment.

  4/22 – Sage ERP software upgrade installed, no outbound shipments over weekend.

  4/25 – Customer called Order desk for shipment status. Order had been pulled and awaiting carrier pick up. Customer irate on phone call with agent. Customer expressed they felt they had been given “the run-around” and could not understand why if the parts were in stock, why they were not shipped the day the order was placed. Agent once again explained that the in-house shipping lead time in addition to the freight carrier availability was the root of the delay. Apologized to customer for the supply chain issues.

  4/25 -shipment left the 4State Truck facility via XPO Logistics.

  4/28 – Order delivered to customer.

  As stated earlier, we strive to not only meet, but exceed our customer expectations. Its also important that we treat all customers equally and fairly, by shipping orders in the first-come-first-ship order. The combination of freight carrier supply chain issues and our ERP upgrade the first weekend it was able to be shipped created a situation that frustrated the customer.

  We have striven to communicate with our customer both during the order process and after. While the customer remains frustrated, we believe he does understand that the situation was not intentional, and we truly would never want to give any of our customers the run around.

  I have attempted to contact the customer since the shipment has been delivered to confirm their delivery satisfaction. However, I have been unsuccessful in reaching them via the phone number provided.

  We believe this customer concern is resolved and hope that the supply chain issues we are all enduring are improving slowly to allow us to get back to quicker order to shipment timelines.

  Feel free to contact me with any further questions.

  ****** ******** * ******** ******* *******

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