Complaints

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• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair 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.

  1.) Date of Incident: February 25, 2025 2.) Business Information: Velocity Truck Centers (formerly H&H)Address: ***************************************** Phone: ************ 3.) Description of the Issue: I took my truck to Velocity Truck Centers last year to have the *** lights on my dashboard fixed. After the repair, the lights came back on shortly after driving the truck. I waited about 8 months, and the issue persisted. I then took my truck back for other repairs recently , and they attempted to fix the *** lights again. However, only 61 miles after the repair, the *** lights came back ***** total, I spent $1,487.24 for the *** issue: $519.74 for parts and $967.50 for labor. Additionally, I paid $1,100.49 to have my heater fixed, which is still not functioning properly. Instead of blowing hot air, its only blowing warm air. The heater parts cost $237.49, and the labor was $828.The total amount I paid for both repairs is $2,587.73. Despite these substantial charges, none of the issues have been resolved, and the vehicle still isnt functioning properly. The business is attempting to charge me $207 per hour for labor, but nothing is getting fixed, and the problems persist. They have asked me to bring the truck back to the shop, but I cannot afford to spend more money on repairs that have already failed to resolve the issues.4.) Attempts to Resolve: When I contacted Velocity Truck Centers, they didnt seem to care about resolving the issues. Instead, they only suggested bringing my truck back to the shop to spend more money, which I simply cannot afford. It feels as though they are only interested in getting more money out of me, leaving me in a difficult financial situation without fixing the problem.5.) Desired Resolution: I am seeking a full refund for the repairs that have not resolved the issues or a complete and permanent fix of the *** light and heater issues without further charges.

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to us regarding the ongoing issues with your truck. We sincerely apologize for the inconvenience this has caused, and we take your concerns very seriously. We strive to provide excellent service and ensure that our customers feel valued and respected throughout their experience with us.
  To address the issues, you've raised:
  *** Light Issue: Your truck first came into our shop on April 10, 2024, with ******* miles on the odometer for several repairs, including the *** issue. During our initial inspection, we found inactive codes indicating problems with both the right and left rear *** sensors. After checking the sensor air gaps and inspecting the chassis, we identified that the *** overlay harness needed attention. We replaced a portion of this harness and conducted further diagnostics. Following this, the *** fault codes went inactive, and the vehicle was sent out for use, traveling a total of ****** miles before returning to us on January 29, 2025, at ******* miles.
  Upon re-inspection, we discovered a rust buildup on the tone ring, which caused high and low spots,affecting the *** sensor. We replaced the faulty parts and re-tested the system. Unfortunately, despite our efforts, the *** light returned after 61 miles, indicating an intermittent issue.
  Heater Issue: Regarding the heater, we understand the frustration of having it repaired and still not functioning correctly. We are committed to addressing this problem thoroughly. We would like to clarify that our intention is never to make customers feel like they are being asked to pay for repeated repairs. We are here to resolve the issue and get your vehicle running as it should.
  We would like to offer you a re-inspection at no additional charge to investigate both the *** and heater issues. Our goal is to find a lasting solution without further costs to you.Additionally, any parts installed on your vehicle come with a 1-year or 100,000-mile warranty on both parts and labor. If any issues arise from our prior work, we will correct them at no charge.
  Should we find any problems outside of warranty coverage, such as issues not related to our repairs, we will refund you for the last *** and heater repairs performed previously and will not charge you for the re-check. We are committed to finding the best solution for you and ensuring your satisfaction.
  At Velocity Truck Centers, we take pride in our work and customer service, and we want to ensure that we earn and maintain your trust as a business partner. We are dedicated to getting this issue resolved and will not charge you for checking out *** or heater again and try to find the solution.
  Regarding the potential for a permanent fix to the *** system, we would like to be transparent that it would require replacing multiple components, such as *** sensors, tone rings, *** modules, valves, and wiring harnesses. If you prefer to take this route, we can provide this solution, but it would be a substantial investment, totaling over $15,000. However, we believe the current course of action should focus on resolving the specific issues at hand.
  Once again, we apologize for the inconvenience youve experienced, and we appreciate your patience as we work to resolve this. Our Service Manager at the *************** location got in touch with the customer and the ********************** is being brought back to our facility this Friday 2-27-25 for repairs.
  Thank you for your understanding and for giving us the opportunity to make this right.