ComplaintsforRush Enterprises, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my truck in for a repair since they are a **** authorized repair company. And I have had my truck there for two months now I paid for the repairs that they said the truck needed. Im filing this complaint because I feel like they are not taking accountability on repairing my truck they got the truck running but the same issue keep occurring and when I take it back they are just clearing codes and telling me that they cant see anything wrong with the truck. Even though the check engine light is on. I am now two months with this same issue that made the truck enter the shop. Now they are not responding to fixing my truck. They are having my truck just sit in the shop without any diagnostic or any type of work being done. I spoke with several service members and all I get is well get to it. Or they cant get the code to show again. Its now two weeks since I returned for the same issue.

  Business response

  04/02/2024

  ******************,
  I am sorry your experience has been less than satisfactory. In February your truck experienced a fuel pump failure. Rush repaired the truck and returned it to you. On March 8, 2024 you returned the truck with the check engine light on. **** did not tell you that there was no problem, the codes from the check engine light were inactive and the Technician could not duplicate your complaint. Before a complaint and check engine light can be diagnosed the codes have to be active to troubleshoot and find the cause. You elected to take the truck. On March 22, 2024 you returned the truck to Rush with the check engine light on. The Technician began diagnoses on the complaint on March 29, 2024 and completed diagnoses on April 2, 2024. The issue that the Technician has found is related to the DEF pump harness. This is a separate and unrelated failure from the fuel pump replaced in February. Rush ****************** is preparing a quote for the repair and will send it to you this morning.
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On more than one occasion we have driven over 2 hours for parts that they "claimed" to have in stock only to arrive and the parts were not there. We even have a call number to give them for pick up! This company has no idea what they do and do not have in the warehouse and is an absolute clown show! All you get is a call center that tells you the part is in stock and once you arrive it is not there. We are seeking a refund for fuel for two trips to your location when you stated you had parts and there were none to be found on the shelf. This was for the *****, ** location. This can be refunded, or we can go to small claims court. This is getting ridiculous!

  Business response

  03/28/2024

  We are sorry to hear of the bad experience. The inventory might not always be accurate or the part can be in a different location than listed. We will not be able to reimburse you for the fuel but are sorry for the inconvenience. 

   

  Customer response

  03/28/2024

  Complaint: 21484252
  
  I am rejecting this response because:your statement proves that you are an unreliable company. You should provide customers accurate information.  You cannot issue order numbers for pick up and then not have the very item the customer ordered. Please improve your workflow for future customers. 
  
  Regards,
  
  *************************

  Business response

  04/02/2024

  Once again we are sorry for you experience and the part not being available when you arrived. **** will not be refunding you for your fuel. 

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Truck has been in the shop for over 2 months for a warrantied items. No help with a loaner, no known date of when it will be completed. Even called Peterbilt customer service 3 time over the last *********** told me a regional manager would contact me. I've yet to receive a call from anyone.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2018 international box truck and broke down in *********** ********. It was towed to the Rush Truck Center in *********** **. They gave me an estimate and I was told that I needed a new filter. I questioned it because just before that trip, I had my filter cleaned. They said it could be cracked. After the repairs I picked up my truck. My engine light was blinking and I called in only to be told it was fine. After driving 200 miles, I had to do a regen on my filter. Called in again and was told that it was normal. I was having the same issues with my truck as I did before They repaired it. Made it to a Rush dealer in ******** **** to only get another estimate for $4000. I explained to them that my repairs was not completed right and I wanted my truck to repaired properly. ******** told me they had to speak with the Rush in ********. I also found that my filter was inspected when I got it cleaned If my filter was bad, I would have been informed that I would needed a new one at that time. I was also told that the issues with my light and needing a regeneration was not normal. It took a week for the manager to call me back told me that my truck was repaired on what the scans told them. I told him that I am sure it didn't need a new filter and I paid for an expensive repair that was not needed. He said he would need to talk to his boss. That was the last time I heard from **. I contacted customer service who informed me that they would call *****************. I was then informed I should hear something back. After ailing again I did speak to the Manager in ********. He informed me that he couldn't do anything it was up to ********. The Manager for ******** finally contacted me and informed me that ******** informed him that they no longer would intertain me and I would not be hearing from them. Even after I explained to them that I didn't want a refund just my truck fixed properly, they would not discuss any type of solution. They do have a 90 service warranty but it is vague. They have caused me a lot of financial distress.

  Business response

  12/28/2023

  The truck arrived on 12/7 at RTC ***********.Initial diagnoses found *** Soot Level and Intake Manifold Pressure faults at most severe level. This lead to determining the *** filter and IMP sensor had to be replaced. The repair was authorized and after repair the truck completed a regen, no warning lights returned. All post test showed the truck was ready to be returned to service. After the truck was driving 200 miles fault codes for low *** flow appeared. Inspection showed the *** Cooler is half plugged as well and will also need to be replaced to return the engine to proper working order. Repairs were declined. When one or two parts show the severe levels of failure as the *** and IMP Sensor it will mask other parts that are also failed. When you repair the failed parts the other failed parts can appear.These are two separate and unrelated parts failures that are unfortunately close together.
  

  Customer response

  01/02/2024

  Complaint: 21047533
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  On 11/28/2023 I took my truck to a mechanic in **** to have my filter baked. When my truck was towed to Rush in ********, that was my fist load I had taken after my filter was baked. When I was informed by **** that I needed a new filter, I explained to them that I just had my filter baked. I was then informed that there might have been a crack in the filter. This conclusion was made by the diagnostic that was done and not an inspection of the filter. After talking to a mechanic and doing research, A false *** light can come on with a faulty sensor even if nothing is wrong with the filter. Also, if the *** is not working properly, it can block the amount of exaust gas, speeding up the *** blocking, causing higher than normal exaust pressure. After I stated that I just had my filter cleaned, other issues should have been looked into instead of relying on the the diagnostic tool. My engine light was blinking 5 times the very next day after only driving 2 miles to a truck stop. I called and was told it was fine as long as it did not stay on. Also was told it was normal to do a regen after only driving 200 miles. ***** were false statements.   After all this, I spoke to the mechanic that cleaned my filter. He stated my filter was inspected, tested, and there was nothing wrong with my filter. I would like a refund done to my truck that was not needed. My business has suffered greatly for the expense in repairs that I did not need. **** in ******** wanted to charge me another $4000 after I paid $7300 for repairs I didn't need. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I drove a 2012 Fuso FE180 truck from just North of *********, ******** to Rush truck Center in ******, ****** have them turn off a warning light that was on! after a week or so they call me back to tell me it needed a oil change! that would take care of the warning light! three weeks later I called them back wanting to know when I can pick it up! however they told that didn't fix the problem! Now the code said fuel problem/ dirty fuel! I told them I drove the truck in there and had no problem with the fuel no sputtering or spitting problem at all! but they told me they would check out the fuel and the fuel filter and get back with me! a few days later they called me back and told me the fuel tank had particles in it! and had to be replaced ! I said no! change the fuel filter if you must! but the truck ran great when I drove it there! I said! the next time they call me to say the code and the tech said the fuel tank had to be replaced! and that would for sure solve the problem! and the code would go off! it would only cost about ******* parts and labor! but the scam didn't stop there! a couple weeks later! they call me to say they couldn't install the tank because the bed of the truck was in the way? I ask them every fuel tank even worked with taking off just came out from underneath! they said yes that's true, but yours is different! I asked different how! he told me he didn't know why but they would have to cut a hole in my bed and take it out the top! I asked what's that going to cost with every thing you have already done! he told me about ******* dollars but that would fix the code light problem and you would be on your way! and I Agreed to that! But the scam didn't stop there! a month or more passed! I called back but no one knew anything about my truck! i left many messages no one called me back! months went! finally one day I called the service ***** and the man said he was new there but he would look in to it and call me back! so time passed! but he did call back! he said their was a problem! your truck doesn't run any more! but I'm new here! so he didn't know any thing anyway! 8 month later I get a call 12/20/2023!

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a school bus that was having multiple issues and needed repair work completed. Bus needed mobile service on parking brake to make towable. Mobile bill was $1182.24 tow was completed 8/24/22 by ***********************. Mobile bill was paid 11/21/22. Shop work began on 4/27/23. First quote was provided 5/2 approved on 5/3. Quote was updated 5/15 approved 5/19 and $8588.91 paid as a down payment. Rush communicated repair estimate would need updated 6/15 communication ceased 6/26. Multiple calls and even in person conversation have happened with no repair estimate or other solution provided. Bus is not drivable and work paid for has not been completed. I will not pay Rush any additional funds.

  Business response

  12/13/2023

  ******************,
  
  I am sorry the experience you have had from **** is dissatisfactory to say the least. After reviewing the repair and the communication I have no explanation as to how this happened.  **** does certainly want the chance to keep your business as a customer and the chance to grow a healthy customer relationship. In good faith, **** will complete the remaining brake repairs that are needed at no charge to you. If any other issues other than the brake repair are found to be needed, that will be discussed between you and ********************* to reach a decision and repair agreement. Please let me know if this is satisfactory to you.
  

   

   

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rush Truck Center **** ************* *********** ** 87121-7763 800-357-6643 11/10/2023 thru 12/2/2023 My semi was taken to Rush Truck Center for an estimate of 3rd gear on my transmission. I was provided an estimate for repair. I was grossly overcharged, paid for services not rendered, and paid for a repair the day after services were provided. I also had to fix a radiator and air leaks -damage that was caused and created by **** . I will provide copies of all invoices for your review. I have a video that shows my original transmission was never touched. This video was provided to by from Freightliner when they picked up my core. Video was unable to upload so I edited the video into still photos to show transmission had not been opened. Transmission is covered in dirt and oil and in no way had been opened. I uploaded a statement of the events that took place, invoices of charges and expenses and 10 still photos showing my old transmission had not been dropped, inspected or rebuilt.I am asking for a refund :11/30/2023 invoice ********** job 3 Drop and Inspect Transmission $ ******* plus tax 11/30/2023 invoice ********** job 4 transmission rebuild $2873.85 plus tax 12/01/2023 invoice attached Job 1 output shaft seal leak $ ****** and Job 5 same invoice transmission oil cooler r&r $ ****** Total $1370.91 I am also asking for reimbursements for new radiator and air fittings 12/01/2023 Kenworth invoice 106538ALP $ ****** 12/02/2023 Napa receipts for fittings $477.05 and $18.30 Asking for reimbursement of $8000.00 to cover dropping transmission which was not done, transmission rebuild that was not done, repair after new transmission was installed and I was charged for leaks that should have been noticed prior to semi leaving the shop, a radiator that RUSH cracked by not supporting the engine when they removed transmission and air leak fittings that should of not been leaking when semi left the shop, plus sales tax paid .

  Business response

  12/12/2023

  ********************,
  
  I am sorry your service at Rush Truck Center was not the experience Rush strives for on every repair. I have reviewed the repair and the charges from the repair. The original transmission was removed from the truck and the top cover and shift bar housing were removed to inspect the internal gears and inside the transmission. This is where the internal damage was found and why you were provided an estimate for repair. After **** received your approval for repair, the transmission was disassembled so when the new parts arrived it would be ready for reassembly. **** cannot control parts orders and delivery time, the parts come from suppliers. Once it was determined it would take two weeks for parts to arrive, you elected to purchase a transmission and supplied it to Rush. The Technician then proceeded to install the transmission and complete repair. After the repair the engine was ran at operating temperature and no leaks were present. **** returned the truck to you. After you operated the truck, a leak did appear from the transmission output seal which Rush repaired. While performing a pressure test after the repair the Technician did note he noticed the radiator leaking, **** then asked you if you would like to have it repaired, you declined any further repairs, so the truck was released back to you. As goodwill and customer satisfaction Rush will reimburse $3,180.35. Please verify the name to make the check to and address to mail the check to. 

  Customer response

  12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. RUSH *** mail my reimbursement check to 

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

  14 ************

  ******* ** 87042
  
  Regards,
  
  ***************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of today, we are 312 days into 2023, and this current truck has been in Rush's shop for 175 of them. These are warranty repairs, but it is like the truck gets pulled in for diagnose/repair, goes out and fails a road test, then sits on the lot (at the back of the line) until they can get it back in to repeat the cycle. There is no sense of urgency whatsoever with this dealership. I have repeatedly asked for numbers to **** or **************** so maybe I can get some results, but my emails are ignored. Unfortunately we don't have an option as this is ****'s authorized repair center. As a result, I won't ever purchase another **** ever again in my life. And this is just one of the two trucks we have in their shop. These are industry specific trucks and we don't have the luxury of just going to rent a replacement. This has just gone so far beyond reasonable expectations for a repair that I don't know what else to do. I suppose our next step is hiring an attorney as nothing else seems to work, and we are losing money by not being able to operate these trucks.

  Business response

  11/20/2023

  ****, I am sorry that you are having issues with your truck and *****************. I would be happy to assist you with your issues and find a resolution for you. I need some information so I can research this issue. Can you tell me which Rush Truck Center your truck is located at and the last 8 digits of your VIN so I can look up the repair?  

  Customer response

  11/20/2023

  Complaint: 20843224
  
  I am rejecting this response because:

  This is not a response, it is a request for additional information. And it was about as timely as the repairs on this truck. They did actually finish with this one, after about 185 days in the shop, so now we wait on our other one that has been in and out of there since March as well. These are all at Rush Medium Duty in ******.

  
  Regards,
  
  *****************

  Business response

  11/21/2023

  I have reached out and spoke to *****************. **** is troubleshooting the issue with ***** **** Systems and working with their Tech Support. **** heard from ***** today and they gave instructions on a wiring repair. Tech is in process of installing a wire overlay. 

   

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On march 21 I purchased a 2018 peterbuilt 579 from Rush truck center. By the the first week of April I had. A major problem. After that it has been on road one week and in shop for 3 weeks 4 separate times. This last time it has been being repaired for over 2 months with a full overhaul. Warranty only covered ***** and Rush is charging me close to ***** dollars. They even admitted that the truck was running with the wrong water pump installed which could have been the cause of all my problems. I would just like my money back or for them to pay for repair and rebuy warranty.

  Business response

  10/13/2023

  
  ****************, **** gets that you have had problems with this truck and empathizes with you. Any truck with ******* miles is worn and is going to have problems. **** spent $8,967.00 in repairs preparing this truck for resale. Issues that were seen and apparent were repaired. **** cannot for see future  break downs, nor what the breakdown will be. The aftermarket warranty you purchased has stood strong on your behalf and has paid $26,756.66 for the three major breakdowns. You have paid $16,544.48 out of pocket for your portion of the three repairs for deductibles and miscellaneous parts not covered by the warranty. The truck purchase was finalized on March 29, 2023, 7 months ago and was sold as is with no warranties by Rush. Rush will not provide any refunds.
  
  

  Customer response

  10/13/2023

  Complaint: 20665184
  
  I am rejecting this response because: this truck was sold to me with parts that did not belong on this truck. This was Rush that found this on truck and has given same problem from the first month. They also miss diagnosed problems when they should have done an overhaul from the get go and would have saved me a lot of $. Up to now my out of pocket expenses have been over $26,000 dollars. They should have known of these problems because it was a local fleet that must have records of what the problems Truck had prior to being sold  truck being on the road less than 30 days out of 6 months is just not a truck that should have been sold like this  

  
  Regards,
  
  *************************

  Business response

  10/16/2023

  There were no parts on that truck that did not belong to that truck and at no point did Rush mis-diagnose the symptoms the engine was experiencing at the time of each repair. The first complaint was engine oil in the coolant. The warranty company NTP directs all diagnoses and repairs when they are paying for the repair. **** was instructed to test the oil cooler,which had failed. This failure caused the oil to mix with the engine coolant.Rush was instructed and approved to only replace the oil cooler which did cure this complaint.
  The second complaint was the engine was consuming coolant.**** was directed to test the *** cooler and found that it had failed. The *** cooler was replaced, which cured this complaint.
  Three months later it was reported that the engine was still losing coolant, with no external coolant leaks present. Rush was directed by NTP to check the cylinders for leakage. It was found that the #4 cylinder was the cause of the engine's internal coolant leak. At this point NTP directed **** to perform the engine overhaul.
  NTP or any warranty is not going to approve an engine overhaul when an external part causing an engine concern. **** followed direction and all proper procedures were followed during diagnostics and repairs. 

  Customer response

  10/17/2023

  Complaint: 20665184
  
  I am rejecting this response because:
  Last message I submitted an attachment of email where **** was advising me that the water pump on the truck was not the correct water pump for this truck. Also Rush did misdiagnose because it should have checked egr when it did oil cooler. That next repair was not three months later. It was at rush the very next week. 
  Regards,
  
  *************************

  Business response

  10/19/2023

  ****************, it was noted the wrong water pump was on the engine. However, the truck was not experiencing overheat issues so the water pump did not affect the engine nor, would having the wrong water pump installed affect or cause the subsequent part failures the engine had. **** did not misdiagnose the complaints. When the oil cooler failed there was no indication that the *** cooler was failed, there was no complaint of a coolant leak or coolant consumption from you at the time you complained of oil in the coolant. **** does not practice in over diagnosing or replacing parts that are not showing that they are failed. **** does not replace non failed parts as preventive maintenance. Also, NTP Truck Protection directed the repair and would not approve replacing parts that were not failed or not related to the repair of the failed part. 

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my truck to them for a Inspection they said it didn't pass because of a leak in water pump so they charged me $500 to get my truck so i could go get a 2nd opinion and told me the reason they charged that much was because they had to clean the motor which that was not true

  Business response

  09/06/2023

  I would like to look into the issue for you. I will need some information from you to proceed. I need to know which Rush Truck Center you took your truck to. I will need the invoice number or the last 8 digits of your VIN so I can review the repair. 

   

   

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