ComplaintsforW.W. Williams Company

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was referred to and subsequently hired W.W. ******** in Tucson, to assess and complete an automotive repair on a 2011 Ford F53 Chassis RV. I informed them of a leak where the engine meets the transmission and they agreed to diagnose and provide an estimate. They proceeded with dropping the transmission at a cost that was not disclosed to me upfront, only to later tell me they were not equipped to work on the type of transmission in my RV. A detailed timeline with supporting documentation and commentary is attached.

  

  Business response

  11/08/2023

  After reviewing with our local management team in Tucson and discussing the matter with the individual making the complaint, we reached a resolution where ******** would only charge for a wheel seal repair and any third party expense.

  Customer response

  11/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* ******

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought dump truck bc the truck check engine light came on, truck stuck in 4th gear and drives slowly then stop. WW Williams had truck in and said it was fix and charged around 3500. A few days later truck did same thing and now WW Williams say it will need a transmission… totally not happy, and argue why should I have to pay for something they claim was fix and already paid for. To no avail they didn’t care so, I reluctantly paid around 11,000 for the transmission. Transmission warranty x2 year given! 6 months later the truck doing the same thing, WW Williams says it’s something else and not transmission that is under warranty and now wants 20,000 to repair! I’m reporting them to BBB and seeking court ligation! Do not go there! Do not trust them. ******** & Son Trucking

  

  Business response

  11/08/2023

  After reviewing the complaint with our local management in Savannah, it is clear that the recent issue with the operation of the Allison ReTran transmission that was installed in early May, 2023 is a result of a leak in the transmission oil cooler. As a result, the transmission was contaminated with engine coolant. This was confirmed with positive tests for ethylene glycol in the transmission fluid from an on-site test with a Gly-Tek test kit and from results by a third party lab after sending in a sample of the transmission fluid. Because the transmission failure is a result of fluid contamination by a leak in another vehicle component (the transmission oil cooler), the transmission failure is not covered under Allison Transmission’s ReTran warranty.

  
  The failure on the original transmission was a result of water leaking where the transmission fluid dipstick is seated. There was rust inside the transmission and the Gly-Tek test was negative for glycol. When W. W. Williams sold the new ReTran transmission to replace the original failed transmission, we reduced our price for the transmission removal and replacement by six thousand dollars because we had already replaced the transmission control module, output speed and turbine speed sensors, and solenoids after which the issue re-occurred.

  
  We are offering to put the transmission and other parts back in the vehicle without charging for inspecting, disassembling, and reassembling the transmission, which we were previously authorized to do by the individual making the complaint. Please note with this proposed resolution, the transmission and the transmission oil cooler will not be repaired, and both will still need to be replaced for the transmission to operate properly.

  Customer response

  11/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  Ww Williams was not authorized to take transmission apart as this was never mentioned. They were authorized to flush the system as they discussed with owner. They could have contaminated the system themselves when dismantling the unauthorized transmission. I will seek legal representation 
  Complaint: 20776507
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ********

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 13 April 2023, our semi-truck started derating and could not go over 5mph. The closest shop to us for warranty repair was Guaranteed Truck Services. I went through the warranty company website to find them, they stated that they were their preferred mechanic shop, and we would be in and out at no time. So we selected them got the truck there. First week they had issue locating our policy, so I had to do the work for them. I found our policy, uploaded the pictures the warranty company required, as the shop sent them to me. I had to contact the company several times to get updates and was finally told the truck would be ready on the 18th. The 18th came and I got an email from the company stating that they could not test drive the truck due to no CDL driver and the vehicle having low fuel. I said ok my driver will drive it and see if everything was good on it. Driver picked up the truck drove it for 30 minutes and everything was good. So, the driver started driving back home, an hour in the lights came on and the truck started derating again. Sent an email to the store expressing our dissatisfaction and for them to send me all the repair details. They sent it to me but the pages that list the amounts for the parts the prices were whiteout. I emailed the shop and told them this is unsatisfactory and not acceptable.

  

  Business response

  04/28/2023

  Thank you for the opportunity to review your service experience. I'm sorry that it did not meet your expectations. I've reviewed some of the repair information this morning, but I would like to examine the issues you've raised and the repair details with our location manager and our vice president for the region and provide a more detailed response by Tuesday, May 2nd.

  ***** ********

  direct line ###-###-####

  email - ********************

  Customer response

  05/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19983304
  
  I am rejecting this response because: 
  The business state they have until today to review the case and give a detail response, waiting on their response.
  Regards,
  
  ***** ******

  

  Business response

  05/03/2023

  ***** ********
  Tue, May 2, 4:29 PM (17 hours ago)
  to [email protected], me, Megan
  
  ******,
  
  Good afternoon. We received a BBB complaint last week. The complaint ID is 19983304. In our response to the complaint, I stated the following:
  
   
  
  Thank you for the opportunity to review your service experience. I'm sorry that it did not meet your expectations. I've reviewed some of the repair information this morning, but I would like to examine the issues you've raised and the repair details with our location manager and our vice president for the region and provide a more detailed response by Tuesday, May 2nd.
  
   
  
  As you can see in this response, I made a commitment to provide a more thorough response by today. However, I cannot post a more thorough response however because the next step is goes to the consumer. We would like to post the following additional information.  Can you post it as a response and forward it to Mr. ****** so we can keep our word in providing a more thorough response?
  
   
  
  Thank you for bringing this issue to our attention. Again, we apologize that the service experience did not meet your expectation. We internally reviewed our process. Our repair diagnosis did indicate that the DEF dosing pump and doser injector needed to be replaced. We quoted the repairs, obtained approval from you and from National Truck Protection (NTP) to replace these parts, and did replace them. As you stated, we were not able to fully road test the vehicle upon completion. We charged $128.00 for a road test when we only performed a test drive on our lot. We will immediately refund $128 regardless of any other resolution if you contact us with a card to process it against or instructions on where to send it.
  
   
  
  Can you provide additional repair orders including diagnostic service documentation received from the subsequent repair facility that you utilized for the repair of your vehicle following the repairs at our GTS Ft. Walton Beach location? If so, we can continue to evaluate internally to see if there is a resolution we can work towards.  Once you provide this documentation, a representative of the company will reach out to you to discuss remediation and possible reimbursement, if appropriate and applicable.     
  
   
  
  Thanks,
  
  ***** ********
  
  
   
  
   
  
   
  
   
  
  *****
  ********
  SVP, Business Processes and Information Technology
  5025 Bradenton Ave., Ste. 130
  Dublin , OH
  43017
  ww********@ww********.com
  o: ###-###-####
  d: ###-###-####
   | ext: 21192
  m: ###-###-####
  W.W. ******** Web
  

  
  

  Customer response

  05/05/2023

  As requested, thank you. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I brought my truck in for warranty repair on 11-29-2022, I authorized a diagnostic only, I told *** about multiple oil leaks I already diagnosed and that I had changed the intake pressure sensor, I mentioned it being the delta p sensor or a vpod, tim sent the diagnostic to the warranty company and myself, the diagnosis mentioned everything I already told him in the beginning and said that the intake pressure sensor was bad, the warranty company denied the claim, I told *** I didn't want any work done, *** then tried to say that the 2 hour diagnostic fee would need to be raised to 5 plus hours because he had already changed the pressure sensor and now he had to remove it, I never authorized or approved any repairs. I just changed the intake pressure sensor so I knew that wasn't the problem but I bought a new one from freightliner just to be sure and that wasn't the problem, freightliner fixed my issue in 1 hour with just a delta p sensor, as I stated when I brought the truck to wwwilliams, the venturi ports needed cleaned and a new sensor and they tried to overcharge me, also they tried to charge over 2.5 hours for labor on a part that takes maximum .7 hours labor to change according to nhsta. And detroit diagnostic. They tried to charge me over $700 dollars and I only paid them $360, their diagnosis was everything I told them when I brought it in so they didn't do anything, even if they did do a diagnosis themselves what they found was all visual and I did myself in 10 minutes maximum, they gave me a false diagnosis and then tried to charge me outrageous prices.

  

  Business response

  12/06/2022

  I communicated with the manager of our W. W. Williams Columbus branch about Mr. ********* concerns. I'm very sorry that he did not have an optimal service experience. If Mr. ******* would like a refund of the $340 plus sales tax, W.W. Williams is happy to refund it.

  
  To stand behind any repairs we may perform, our process is to follow our own diagnostic procedures even if it is only to confirm a diagnosis from another mechanic, repair shop, driver, or the vehicle owner. I apologize if we did not communicate that clearly upfront. In this case, we were asked to provide a repair diagnosis to Premier 2000, a vehicle warranty provider. Our understanding is that Mr. ******* was expecting his policy with Premier 2000 to possibly provide some coverage to fix the oil leaks and the check engine light issue and both issues needed addressed in our diagnosis.

  
  We confirmed oil leaks from the oil pan gasket and on the fuel line grommets that Mr. ******* indicated to us. We also found additional oil leaks that would require replacing the crankcase breather assembly and gasket and replacing the front main seal to fix them. In troubleshooting the faults causing the check engine light on a cold start, we found the intake pressure reading at 11.2. It should be around 14. Replacing the aftermarket intake pressure sensor with a genuine Detroit sensor gave an intake pressure reading of 14.4 and cleared the turbo, intake, and barometric codes. We do back our diagnosis that the intake manifold pressure and temperature sensor needed replaced.

  
  I apologize for Mr. ********* experience at W.W. Williams. Someone from our service management team will contact Mr. ******* directly to discuss our response to his complaint and work through refunding the charges.

  ***** ********

  W.W. Williams

  ************

  ************ mobile

  Customer response

  12/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I accept the business's response to resolve this complaint.

  Regards, I will note the venturi ports had been clogged with soot and would allow no airflow, in turn showing a lower pressure, according to nhtsa, the diagnostics for the code that was present includes checking the venturi ports for blockage, which would have correctly diagnosed the problem and avoided changing a pressure sensor that had been changed 5 days before. I have included the diagnostic procedure for nhtsa, also I stated the oil leaks being an issue so that no time was wasted on diagnosing them, I told *** I had already purchased the parts and was going to fix them, with the proper diagnosis warranty would've covered the repair and none of this would've been an issue. Thank you and I look forward to hearing from you.

  
  

  ****** *******

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Semi truck was brought in on 10/6/2022 for repairs that involve TA-Petro. We have had zero movement in regard to resolution of issues. Excuses were being made about the delays that TA-Preto was nonresponsive, which I have rectified. Have been told on numerous occasions that the semi will be looked at with zero resolution and it is almost going into three weeks. I do not get status updates and have to follow-up consistently to find anything out.

  

  Business response

  11/09/2022

  I apologize for delays and inconvenience. Mr. ********* truck is in our Brunswick, Ohio location south of Cleveland. Beginning October 24th, our branch manager began ongoing discussions with Mr. ******* and his organization regarding the vehicle status and action steps. On October 26th, we began diagnosing the issues and sent an estimate to Travel Centers of America (TA)for major repairs on October 28th. On November 1st and 2nd we receive requests for more data and pictures from TA we provided.  We also opened a case with Daimler Trucks North America (DTNA) on November 9th to determine if there is any coverage available under warranty. 

  We are still working with Mr. ******* to determine who will pay for the needed repairs.

  Customer response

  11/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  W.W. Williams was hired to do an oil change on a fire pump. After the oil change the customer complained about the work they did. W.W. Williams set out another tech to look at the pump. The tech redid the job and they created another invoice and invoiced us. We paid the original invoice and they continue to harass us to have us pay this bill. I have reached out multiple times to W.W. Williams to explain. They say they will take care of it but then continue to send us past due notices.

  

  Business response

  03/21/2022

  ********

  I will reach out to our generator and fire pump service team today in Las Vegas to get information on the services and both invoices and contact you directly.

  Thanks,
  *****

  Customer response

  03/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  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. ↩