ComplaintsforSouthwest International Trucks

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 26 I took my truck to get it fixed at Southwest International Trucks. they had me wait for two hour to get a diagnostic and an estimate. After waiting the 2 hours I had to go and they said they would contact me once they have it. They didn't provide me with any information until 2 weeks after. They give me an estimate of $6200 I agree. They give me a 3 day estimate of completion. They don't finish for another 2 weeks (that a months lost in income for me). After I pick it up on the way home all the light come back on so I realized it's still not fixed. The second time I drive it it stops in the middle of the highway. I call them to tow it and fix the problem. Now they are trying to charge me an extra 5K on top of the 6k I already paid. Also they stoped responding to my emails and phone calls. It it January 19th and my truck is still not fixed and I'm not hearing anything from them. This issue caused me to go out of business and they don't seem to care about that. Other than the 6K I lost lost 3 months of potential income and now they are still trying to charge me more!

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2022/02/01) */ This unit was brought to us XX-XX-XXXX with a complaint of both the Amber and Red engine lights being on. The unit was derated and would not start at times. We created a work order on XX-XX-XXXX at 2:39PM and assigned it to our Fuso technician We brought the unit into the shop on XX-XX-XXXX at 3:27PM to begin diagnostics on it. Our tech came back and reported immediately that the unit had been deleted. This means that the aftertreatment system had been tampered with and was no longer working correctly which is the reason for the codes we were getting from the unit. Our assistant service manager called the customer and told him what we had found. At that time, we told him it would be best to take the unit back to whomever had removed the aftertreatment systems and have them make repairs to the unit. Our concern was we were uncertain of what all had been tampered with and or removed, which was relayed to him on the initial phone call. He said he wanted us to continue troubleshooting and to give him an estimate when we knew what was wrong. Our tech continued the diagnostics and found codes for low def, low boost, exhaust temp sensor, DPF pressures out of range and bad glow plugs. We filled the DEF tank, replaced the air filter, cleared all of the codes and road tested the unit. The codes for DPF pressure, exhaust temperature and low boost pressure returned. Continued to troubleshoot the unit and found wires pulled out of the connectors for the #1 exhaust temperature sensor. We replaced the connectors, terminal ends, cleared the codes again took the unit on another road test. Codes returned again, we noticed the DPF pressures did not change during the road test and the unit was smoking from the tail pipe. We pulled the DPF down to inspect it and found it to be beyond repair and needing to be replaced. We made the initial estimate at that time which included time for diagnostics up to that point and the parts we knew it needed. This is the $6200 estimate he approved. That work consisted of replacing the DPF, replacing the glow plugs, replacing the bad sensors, air filter and test driving again. The lights went out and did not come back on, we returned the unit to the customer. The customer drove the unit to South Dallas where it derated itself again and had to be towed back to us. I sat with this customer and explained to him what all we had found and how difficult it is to try and get a unit back to emission standards after programming was changed, exhaust parts were removed, sensor wiring cut and removed. I told him we would work with him on any additional labor and we provided him an SCR catalyst at no cost to him which is $3000 in parts. His SCR catalyst had been hollowed out as part of the original deletion of the aftertreatment system. There have been multiple phone calls between Mr. ******** and our service department. We have kept him updated as we knew what changed on the unit. We have had to involve the Mitsubishi rep to assist us in getting the computer programmed correctly and get all of the aftertreatment system put back in place. There were other underlying problems with this unit which did not present themselves until all of the aftertreatment parts were replaced, repaired and the programming corrected.

*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. ↩