Customer ReviewsforMack Trucks, Inc.

To Whom This May Concern, JPJ Trucking, LLC would like to file a complaint with Mack Trucks in hopes of reaching a satisfactory resolution. A new 2024 Mack AN64T70 was purchased from Bruckner’s Truck and Equipment in Fountain, CO along with another pre-owned Mack truck with the promise of superior product and excellent customer service. Less than two months into ownership, there were two catastrophic failures with the truck. One involving the drivetrain, and the other being a cracked EGR cooler. This required a tow on Sunday, the 29th of October. Despite having Mack Certified Uptime Solutions, the vehicle was not looked at on the 30th and instead had to wait for another 24 hours before they would get to it. After looking at the vehicle and diagnosing the issues, we were told that there are no available parts in the U.S. and have been waiting ever since (now a month later)!To provide commercial vehicles with which people’s livelihoods depend on, without having replacement parts available, seems to be a horrendous oversite. Case in point, for the first week of waiting, we had to cover our driver’s salary and pay for lodging. After the first week passed, we lost the driver due to lack of available work. The cost of towing, lost business, and lost staff is all due to a faulty build by the manufacturer, overlooking it by the dealership, and a lack of concern from the service department. A significant amount of money was invested into this purchase with Bruckner’s Truck and Equipment because of a promise of a better experience. It is understood that some of this is not the fault of Mack Trucks. But it is a combination of their product and their franchises that we were working with. One would expect that a company of this magnitude would have a solution available to help avoid these pitfalls for their customers. No doubt the parts are available on the assembly line. Unfortunately, we have yet to see any real effort taken to try and make this right for their customer.