ComplaintsforThe Kriete Group, LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a used semi truck at this location in where warranty applied for this unit. Per sale manager/sales person ******************* there is 90 day warranty on the unit. Took the truck to a local dealership in where gear plate is bad and was leaving tremendous amount of oil in where cannot pass DOT inspection as well. Their state certified technician have approved that and at end warranty did not cover that at all. I have ended up paying $16K for the repairs on top of the price of purchased truck. Please investigate their facility

  Business response

  07/25/2024

  The customer purchased a used truck from us on 6/6/2024.  Standard terms for used truck sales in the industry are "As-is."  We offer 3rd party warranties to all customers at an additional cost.  The customer selects the level of coverage they want and the price of the warranty is based on the coverage they choose.  This customer elected to purchase coverage.  The warranty provider in this instance was Truckmaster.  

  A few weeks after taking delivery of the truck, the customer contacted our sales rep and told him there were some oil leaks and he had taken the truck to his local dealer in *********  Our rep advised the customer to have the dealer contact the warranty company to file a claim.  The nature of the repairs were not covered under the warranty, which provides coverage for failure of mechanical items, but not seals and gaskets, which were deemed the items that needed replacement.  The claim was denied by the warranty provider.

  The customer contacted our rep to discuss the matter.  Our rep informed him of the above, at which point the customer became abusive, began cursing and said he would contact his attorney, before hanging up.

  Upon receiving notification from the BBB, we reached out to the warranty company to see if we could get some special consideration for the customer, but were denied as seals and gaskets are specifically excluded.  Our Used Truck Manager attempted several times to call the customer to see if there was anything else we could do to help him, but the customer didn't pick up and his voicemail was full.

  We've honored our terms of sale, and the warranty company's denial of the claim is in accordance with their contract with the customer.  I would have preferred that our sales rep engaged our Used Truck Manager as soon as he reached an impasse with the customer, though.  We're a family-owned business and strive to resolve issues like this.  However, while I understand the customer's frustration and certainly empathize with him, we've done nothing wrong here.

  Feel free to contact me for additional information, if needed.

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

  Vice ******************* Services

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