Complaints

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• Initial Complaint

  Date:04/14/2023

  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.

  I am truck owner, ******* ****** Trucking, LLC. I scheduled an appointment with ERS to change out a wire harness in my semi-truck for March 21, 2023. Prior to this appointment, my truck was in full operational condition. I wanted a new wire harness as part of preventative maintenance. The job was for labor only. I was supplying new parts from Peterbilt. Once Shaun Stewart, Service Mgr, had my truck in the shop for diagnosis, Justin C*******, Reg Sales Mgr, gave me a verbal quote of $3,000 to complete the job. Stewart stated they would need 3 days to complete the job. I approved the quote and work began on my truck. As the 3 days passed and I didn't hear from Stewart, I called and was told that my truck was not complete. Upon multiple inquiries after that, Stewart then explained about my year truck needing parts that were not available and that he did not have the expertise to complete the job. He further explained that the owner of the company recently passed and they were not longer doing work outside their fleet of trucks, On April 13, 2023, I went to settle the bill and retrieve my truck to discover that not (1) only was the job incomplete, (2) many of the safety functions were not operable, and (3) the invoice increased to $5518.50. I feel that ERS misdiagnosed/misquoted my truck. If they were incapable of doing this job, they should have never accepted my truck's work order. They never communicated that the invoice would go over the $3,000-especially for a incomplete job. The hours are not logical for a incomplete job and returning a truck that was DOT compliant to out of service condition. I also have suffered financial distress due to the time they held my truck knowing that they were incapable to completing this job. I am now in limbo of what to do because my truck will need to be towed to a qualified mechanic to fix the damage ERS has done and/or failed to complete.

  Business Response

  Date: 04/14/2023

  I am the Branch Manager\Service Manager here at ERS.  MR. * brought me a 2001 Peterbilt 379 on 3\21\2023.  This is not the first time we have done business together.  The first job we did with him went well and he was bringing us this second job to do for him.  He brought the unit to me needing the main cab wiring harness removed from the unit and to have a new wiring harness installed into the unit because the old harness had been damaged over the years from add on equipment\ lights\ brake modules\extra outlets\ and wires going to nowhere that at some point over the years had been used to power different items in the truck.  Mr. * was informed that since he had a relationship and account with local The Pete Store that if he purchased the parts the Pete store identified were needed for his truck it would save him the mark up from us on the parts and in turn save him money which he agreed to.  I then looked the wiring harness removal job remove and replace (R&R) up on the Mitchell website to get the Mitchell quoted time that is industry standard for doing this job which is industry standard to do for initial quotes.  Our quote came up to roughly $3000. Once the parts were procured by Mr. *, we began removing panels inside the truck to expose the old harness for removal and in doing so found multiple splices that had been made over the years into the main cab wiring harness as well as places where the harness had been routed incorrectly. Which we let Mr. * know on one of our many face to face talks as this job progressed and took him out to see the work being done and to show him the issues that we were running into.  Once the old harness was removed and we began installing the new harness we found that the new harness didn’t have connections to be made to all of the aftermarket additions that had been made over the years and informed Mr. * about this as well.  Mr. * reached out to The Pete Store and was able to procure a headlight jumper harness but the air sensor jumper harness that was still needed is discontinued according to The Pete Store. The items that remained to be connected can be connected to the wiring harness in the literal sense however they would have to be spliced into the Peterbilt supplied wiring harness which voids any warranty on the harness and opens liability to us for splicing the harness and voiding the warranty which we are not going to do.  We communicated all of this to the customer which Mr. * was not happy about but was understood that we were at an impasse.  Mr. * told us that he knew another shop that he could take the truck to that could complete what was left to be done and that he wanted his truck buttoned up as is and he would take it to them.  Which we obliged.  Due to the difficulties explained we had more time in this job trying to fix and undo what had been done over the years to the wiring harness in the truck causing our initial quote for a straightforward harness swap with no issues and no extra splices since this truck had both splices and extra aftermarket equipment and routing issues we had to spend extra time in order fix what had been done.  The extra work associated with all the aftermarket splicing of the original harness is what caused the initial quote amount to increase.  Even though Mr. * was not happy about the amount increasing for this job, while he was here, he was asking if we could do another job for him.  Which regrettably we had to decline at this time because we have lost a couple of employees recently and don’t have enough techs to cover our rental fleet of vehicles, which is our first priority.  He was not happy to hear that, but we just can’t honor commitments to outside work at this time and we understand for our tractor driving clients that time is money, and we don’t want to burden them with excessively long repair times.  This was also communicated to Mr. *.  We understand this unit was purchased by MR. * used and the incorrect wiring are of no fault of his as they are of no fault of ours.  We did everything we could for Mr. * and installed what was supplied to us 100% complete.  Anything unfinished was a result of the harness jumper wires no longer being in production and Mr. * not being able to procure what he needed to finish the job.