ComplaintsforAMG Peterbilt of Columbus

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck to this shop in December for a low oil pressure alarm I was getting. They attempted to charge me $2500 for diagnostic and repairs just to discover what they initially told me the issue was turned out to not be the problem. They then told me the engine needed to be rebuilt or replaced. The truck was under warranty with a $20,000 engine limit. The repair for the rebuilt engine was a little over $18,000 which was less than the allowed amount covered under my warranty with me only being responsible for a $350 deductible. They told me they had to order parts that would take 3-4 weeks to come in. After the parts were received 3 weeks later they said they would start on my truck and it would take two weeks to complete the repairs. After two weeks I called to check on the truck and was told it wasn’t done. I continued to call every few days each time being given a new date as to when the repairs would be done. This went on well into February at which point it caused me to lose my job. Once the truck was finally complete today and I went to pick up my truck I was told I had to pay over $2,000 because the warranty only covered $20,000. I explained to the manager Andrew that I was only supposed to be responsible for my deductible of $350. He insisted that I pay the $2000 or I couldn’t pick up my truck. After looking at the bill I noticed that they had charged me the $2500 for the initial work that they did for the misdiagnosis which included over $1300 in labor alone for diagnostic time billed at $160 per hour. I have already lost my job due to them taking their time to fix my truck and now they are holding my truck hostage for even longer because I don’t agree with them wanting to charge me the $2500 for a misdiagnosis.

  Business response

  02/23/2023

  Message from Ohio Peterbilt's Regional Service Mgr., ****** *****:  "This customer was upset because of how long parts took to come in. However we could have done a few things better in this situation. I did end up releasing this truck back to the customer after him paying only his deductible. Which is what his desired settlement was on this complaint."

  Customer response

  02/24/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19407640
  
  I am rejecting this response because: After picking up the truck and driving off the lot I notice the engine smoking profusely from under the hood and could smell strong exhaust fumes through the vents in the cab. I took the truck back and made them aware of the situation and attempted to contact the regional manager several times via calls and texts but was ignored and to this day he has not called me back. Once back at the shop I discovered other issues that needed to be correct that I pointed out. One being an air leak coming from the side of the engine which wasn’t there before I dropped the truck off and well as low power steering fluid and a pin from the deer guard that had been misplaced. They fixed the exhaust leak but refused to resolve the other issues. I then left and haven’t did not drive the truck again until yesterday in which I only got to jeffersonville Ohio before the truck shut down while driving on the interstate in which I had to call a service truck to come to diagnose the issue. Once they arrived they noticed that the truck barely had any oil remaining in the engine and all the power steering was gone. He showed me where the oil was leaking all over the engine block as well as the power steering leakage which was the reason I was getting the low oil pressure alert on the dash and why the truck shut down. The tech had to add 3 gallons of oil to the truck to get the level up to where it needed to be and attempted to start the truck. The truck started and we heard load sounds coming from the internal part of the engine and it shut off again in less than a minute. So I had to have the truck towed to the grove city location which cost me $978.25. I contacted the regional manager again to make him aware of what happened and requested reimbursement immediately and he refused and told me he couldn’t reimburse me for something that may not be their fault when it’s evident that it’s an issue from the engine rebuild that was done only 150 miles ago and there’s engine oil leaking all over the engine block and no power steering fluid after a $20,000 engine repair job. Derek along with all the other staff at the Zane trace location have been very rude and unprofessional with me since my truck was given to them for these repairs since December 12, 2022 and been fighting me tooth and nail to rectify my issues. The level of service and attitude I have received up to this point has me concerned about how my truck repairs will be completed properly if at all. 
  
  Regards,
  
  ********* ****

*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. ↩