ComplaintsforTom's Truck Repair

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed some work done on my work semi truck and took it to Toms Truck repair on Sept. 1st 2023. I gave them a few things that I needed done and told them to look over the truck if they saw anything I didnt mention as for the ** service I requested. A week goes by and nothing from the shop. Then about 10 days in I call them to see whats going on. They tell me their still working on it and should be done soon. Two days later I call again and a ******* tells me their finishing up the oil change/ ** service and that I would get call later that evening when they finished so I could pick it up. No call ever comes so I call the next day and now their still working on it but its something different should be done by end of day today. This would be the 15th. At this point its already been two weeks and they havent called me at at all. Ive been the one reaching out to them for an update. Finally on Sept. 19th I decided to just go up there and talk to them in person. Surprise surprise the work isnt even close to being done and they noticed a couple other items to be fixed but never mentioned to me about it so I could give the go ahead on the repairs, not that they would have completed them anyway. The ******* on site that evening told me to call the next morning. I call to talk to the owner(****) and he really had nothing to say or any reason for not getting the work done. Basically just shrugged his shoulders over the phone. So now Ive lost about three weeks worth of work and have this bill for half the repairs that were supposed to be done. This whole thing is completely unacceptable. Im a small business just like this place and trying to earn a living. These people did not care and over charged me for whatever they did over the last 19 days they had my truck. They dont know how to communicate with their customers and an owner change needs to happen.

  

  Business response

  10/05/2023

  We could have done a better job of communicating with ****************** about his repair status. While we do not agree 100% with his version we would like to work with him on this issue. Most repair shops in the area are three to four weeks out on getting vehicles in for repairs. Our employee was too optimistic on when would be able to get his truck in for repair. When jobs in progress do not go as planned and we run into personnel issues due to a bout of COVID,  it pushes everything back further. We should have done a better job of communicating. We are willing to refund 50% of the cost of the repair as we negotiate in good faith. We apologize for the lack of communication and look at this as a learning opportunity moving forward. Thank You!

  Customer response

  10/09/2023

  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. From the business response, how will they refund me 50% of the total invoice?
  
  Sincerely,
  
  *************************

  Customer response

  10/23/2023

  Please advise an update on this complaint? I have not received any communication since October 9th. 
  

  thank you

  

  Business response

  10/24/2023

  ******************,

  We do not have an address on file. Please provide an address and who you want the check made out to and we will send out your refund check for $1,036.44 ASAP.

  Thank you

  Customer response

  10/24/2023

  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.
  

  please make check out to *************************. Address below 

  ***********************
  ******** ** 63129

  
  Sincerely,
  
  *************************

*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. ↩