ComplaintsforPremier Truck Group of Knoxville

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid January 24, 2023 Amount $4017.74 Dear Sir or Madam, Brought my truck on January 6, 2023 had fuel leak, was told fuel pump needed to be replaced. The amount for everything was $4017.74. Then they told me that the truck doesn't start and I need to add another $11000 to get it fixed, they told me that they replaced the fuel pump and now I need to change bunch of other stuff. I had to tow it away from this horrible place because I figured out immediately that smith else is going on at this place, Im a mechanic myself. Paid $2000 for towing and after the diagnostic at another shop where I was present and observed the whole process the technicians showed me that PTG didn't remove plastic safety cap from the fuel pump, plastic went to the fuel system - rail and injectors and I had to pay over $10000 for repairs ( the most expensive were injectors and rail ) . I suffered huge financial loss because of the negligence of the technician from PTG over $17000. I demand from PTG to do what is right and refund at least what I paid for service I hadn't receive in the amount of $4017.74 Thank you for your help

  Business response

  02/27/2023

  I have attached a copy of the signed work order, signed final invoice, Decisiv (communication) notes, photos and all email communications.
  
  The unit was towed to our facility due to the engine would not start or run. The fuel pump had to be replaced before we could determine if unit had any other issues contributing to customer complaint. After fuel pump was replaced, we determined that the fuel injectors were locked up. PTG advised customer all 6 injectors needed replaced prior to the customer towing the unit to another repair facility which provided them with the same diagnosis. There is no additional damage or failures that occured as a resule of the visit to PTG. The customer chose to tow the truck out with out continuing on with the suggested repairs.  The yellow pieces in the picture that the customer provided were not a result of the fuel pump replacement by our technician.  The safety caps that come on the fuel pump are not yellow, they are all clear. (see attached picture of new high pressure fuel pump).  All clear safety caps must be removed for the technician to hook up the fuel pump and for the fuel system to prime.

  In closing, we at Premier Truck Group of Knoxville do not see any failures that occurred because of poor workmanship at our store. We believe the customer is responsible for the financial expense for the authorized repairs performed.  
  
  Repair timeline:
  
  1/5/2023 Customer towed unit to Premier Truck Group. Customer’s complaint: Check and advise for fuel leak, driver states can see fuel pumping out while working manual primer.  
  
  1/6/2032 Unit would not start or run. Our technician inspected the unit out front and found fuel coming from fuel pump when manually priming. Used mirror and found the pump element is missing one bolt and the other bolt had backed off causing the element to leak fuel. Will require fuel pump replacement.
  
  1/6/2023 Advisor emailed customer an estimate through Decisiv for fuel pump replacement and related parts. $4366.47. Advised customer several parts were on backorder with no estimated time of arrival.
  
  1/6/2023 3:28 pm, Krill called and spoke to the advisor and approved estimate.
  
  1/6/2023 3:30pm customer approved estimate through Decisiv portal.  
  
  1/23/2023 all parts arrived and repairs started.
                  Towed unit in shop. Drained coolant removed CAC pipe. Removed coolant lines to module. Removed fuel lines. Removed the fuel module. Placed at TDC. Removed HP lines. Removed fuel pump.
   Installed drive gear on new pump. Installed new pump on engine. Installed new coolant lines. Reinstalled customer’s original fuel module on engine. Torqued all to specs. Installed fuel lines and coolant lines to module. Installed cac  pipe. Filled with coolant. Primed fuel system. Ran unit. Ran about 45 seconds and shut down. Unit would not restart. Performed troubleshooting and found the injectors are stuck shut and not bleeding off the fuel.
                  Unit will need all 6 injectors replaced and fuel rail.
  
  1/24/2023 9:12 am Advisor spoke to customer advised customer unit will need injectors and fuel rail replaced.
  
  1/24/23 11:47 TEchnician sent customer revised estimate through Decisiv $15,255.64.
  The injectors on this unit have seized up and will need to be replaced. I have added the injector replacement to the estimate. Due to the amount of the repair, we will need half down in certified funds. This includes but is not limited to T-check, Comdata check, EFS check, cashier’s check, corporate check, cash, or money wire. A credit or debit card cannot be accepted as down payment.
  Please review and let us know how you would like to proceed.
  
  1/24/23 at 12:25 pm Ivan called and approved estimate. Advisor sent money wire instructions to customer.
  
  1/24/23 at 1:24 pm Ivan called back and advised he could not get the money together to make repairs. He will be towing truck out.
  
  1/24/2023 3:17 pm Advisor sent customer Cenpos pay link.
  
  1/24/2023 3:32 pm customer paid by credit card through Cenpos link.
  
  1/24/2023 5:13pm Cedar Bluff Towing arrived to tow unit.
  
  2/11/2023 Customer emailed Advisor advising him that the mechanic that replaced the fuel pump did not the plastic safety cap from the fuel pump. When truck was started plastic pieces went inside the fuel system and damaged the injectors. (Emailed attached and picture customer sent attached).  
  
  If you need any additional information or documents please let me know.

  Customer response

  02/27/2023

  
  Complaint: 193*****
  
  I am rejecting this response because:

   

  First of all, person who is responsible for answer to that complaint doesn’t understand the seriousness of this situation. The truck had no other issues and was in perfect condition. The cap was not removed from the fuel pump by the technician, the only question is if it was done accidentally or on purpose. The plastic from this cap damaged the fuel system. And looks like it was done on purpose to take money from the customer and to make it harder to prove the scam is run on people at this location. There is no reason to attach work order or other contracts because of many reasons: one of them - I entered into the contract under condition of trickery and fraud and you are trying to misrepresent the facts. If you wish to proceed going that route I would have to work with the FBI financial crimes investigators, because that what it is to me. Also considering getting help from other agencies in resolving this matter. I was trying to give you the chance to make it right and I’m thinking now to claim the full amount of damages, approximately $20000 if you wish to go that route and deny what was done and anyone including the person communicating with me trying to cover up this scam will be personally responsible. I hope you understand what was done to me.

  
  Sincerely,
  
  Kirill ******

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