Complaints

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• Initial Complaint

  Date:10/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company was I trusted to make vehicle ROAD WORTHY. After 2 months working on it and charges that were almost double the verbal estimate totaling over 9 thousand dollars. the vehicle broke down 16 mile from their shop. I gave them the opportunity to look at it and they found a cooling system issue. If it was road tested as they said this should have been an easy find. Now not trusting their work, word, vehicles ability or charging practices I had to have the vehicle towed home over 200 miles. I had given them the chance to opt out and stated if they can not do it I will tow it home. They obviously did not test their work and did not look thru operating systems to make it ROAD WORTHY! Now I will have to start over from ground up to go over the entire vehicle ( a motor home ) for fear of safety concerns. I will be disputing the charges for not performing requested work. I trusted them and they fell far short of ROAD ******. I also went back to find the original electronic billing statement and it is gone from their system all very questionable.

  

  Business Response

  Date: 10/21/2024

  Dear Mr. Gabriel,
  
  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to clarify the situation.
  When you entrusted us with your 2002 Thomas MVR-ER RV Bus, our task was to diagnose and repair the specific issues preventing it from starting and operating correctly. Our team conducted a thorough inspection and performed the necessary repairs, which included:
  
  1.  Initial Inspection and Diagnosis:
  
  *Adjusting and freeing rusted air brake shoes (2 labor hours).
  *Diagnosing a communication issue between the shifter and TCM/FCM, which required replacing all three batteries (2 labor hours).
  *Identifying and ordering a new Transmission Control Module (TCM).
  
  2.  Towing and Further Repairs:
  
  *Disconnecting the drive shaft for towing (0.5 labor hours) and assisting the tow truck driver (1 labor hour).
  *Reinstalling the drive shaft and installing the new shifter and TCM upon receiving the parts (1 labor hour).
  
  3.  Parts and Costs:
  
  *Allison shift control: $1,671.00
  *Allison Transmission Control Module: $4,458.00
  *TCM Programming: $494.56
  *NAPA Commercial Batteries (3): $563.97
  *Diagnostic computer connection fee: $75.00
  *Shop supplies: $82.68
  
  *Total Labor: $1,033.50
  *Taxes: $581.26
  *Total Invoice: $9,084.97
  
  Our work was focused on addressing the specific issues you requested. We did not promise to make the vehicle roadworthy in its entirety, especially given its age and the extensive rust and wear from years of inactivity. The subsequent cooling system issue that caused the breakdown is unrelated to the repairs we performed.
  
  We stand by the quality of our work and the accuracy of the charges. The line-item invoice was sent to you previously, and we have attached that same invoice to this complaint for your reference.
  
  If you have any further questions, please feel free to contact us.
  
  Sincerely,
  
  Art Pruett
  Owner
  On-The-Go Fleet Services
  980-443-3938