ComplaintsforDiesel Man Truck Center LLC

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 14, 2022 I went to Drive Now and got a used car for $14,793 I got it financed through my bank Founders Federal Credit Union with a 14% interest rate. So now a total of ****** grand I'm in debt for a lemon. While my car was still under warranty I told them that it was making a sound and they told me it's normal and every vehicle does it. So I let it go, because that's when i knew the business had to be ******. After the car came out from under warranty I had to get all four of my brake pads replaced and I also had to get a new brake caliper for the front driver side which was very expensive. Then something else with the vehicle went wrong and I took it to the mechanic shop and he said that the problem is that the vehicle was wrecked, I knew it was wreaked but only damages to the front bumper was reported in the Carfax. In the Carfax it did not mention any damages to the backend of the vehicle. And the business definitely knew about it and they chose to hide it because they have the serial numbers marked on the parts to be replaced but never replace the parts. But these problems are coming out of the back where I need a new strut for the back driver side, and I need a new wheel bearing for the back passenger side. I've called the company and he basically told me he doesn't care and tried to blame me for not buying the extended warranty through Founders Federal Credit Union. When I first got there this business told me that they had a goal to sell me a good car, and treat me with dignity and respect and that they failed to do just that.

• Initial Complaint

  06/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THEY HAD MY CAMPER FROM MARCH 30TH UNTIL AROUND June 24th. DID 5 HOURS OF LABOR AND DIDNT EVEN SCRATCH THE SURFACE ON FIXING IT. THEN GAVE UP. THEY LOST A KEY AND REFUSE TO REPLACE THE LOCK. THEY CLAIM THE DIDN'T TOUCH THE KEYS.. SO THAT MEANS THEY LEFT IT UNLOCKED ON A LOT FOR MONTHS. Paid $771 and some change for 2 tows and 5 hours work.

  Business response

  07/21/2021

  Business Response /* (1000, 8, 2021/07/09) */ We received a call from the customer seeking assistance with repairing a camper that sustained fire damage to the stove area. One of our most experienced, tenured drivers was dispatched to pick up the camper and transport it to our location. He was never in possession of the keys to the unit. The camper is not a powered unit so a key wasn't necessary to perform the services we were called to perform. Upon arrival, our service department opened a service ticket on the camper to get it in the first available bay. Had there been a key present, in accordance with our check in policy, it would have been tagged and inventoried for identification purposes. We check in hundreds of vehicles monthly across multiple locations. The unit was secured on our lot that is lighted, fenced, & equipped with numerous cameras. At any point in time, there are millions of dollars in equipment in our possession located safely on our yard without issue. Some of the largest fleets in the country are under our care for that reason. Once in the shop, one of our knowledgeable techs identified the source of the electrical fire as coming from the stove area. We informed the insurance company that we could not provide a detailed estimate with unknown repairs unless the unit was disassembled to be completely sure of the origins of the fire and the components that were affected. As typical with insurance companies, the communication cycle was lengthy and no direction was ever given in a timely manner. A well-known, high-volume RV sales / service facility in the region was contacted to attempt to source parts & inquire about their repair process. We were informed that they had a backlog of 3+ months on service and that parts were very difficult to procure. Their situation was similar to that of everyone else. Every repair facility is backed up considerably due to staffing shortages and supply chain disruption from the pandemic. The RV / camping sector has been impacted particularly hard with production related issues. Build slots are booked out through Q4 of '22 for manufacturers due to supply restrictions. Simply put, parts are difficult to source for such low production items related to rvs & campers. Please reference the link listed below. ********************************************** As for the customer's assertion that we gave up, we never said that we couldn't repair the unit. She simply asked to pick it up. While it is unfortunate that the key has been misplaced, we never had possession of them. However, as a good faith gesture, we would be willing to meet the customer in the middle and install a customer supplied lock set. The customer can bring the camper to us with locks in hand and we will install them at no charge. I would like to thank the BBB for allowing us to participate in this resolution discussion. We wish the customer the best of luck. Kindest regards, Michael G***** Consumer Response /* (3000, 10, 2021/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already hired a rv repair person who did more in 1 hour than this company did in months. Including the sweeping of the extinguisher dust around the box and the stove. The state my camper was returned in was awful. Pannels not put back into place for example. The stove you stated was damaged was not. A key was missing from the camper I need the lock replaced for my own safety. I am requesting a lock be bought and sent to me so that I can have it put on. The windows were left open and I had to struggle to get the emergency exit one at the couch closed. The photos are the state my camper was left in. Again the action I am requesting is the lock be replaced for my own safety as I live in this camper. Business Response /* (4000, 13, 2021/07/17) */ Again, let me start by saying that we never had possession of the keys to the camper. As she stated, if she was uneasy about giving the keys to us, why would she release all 3 keys to the unit instead of only 1? The customer isn't stating that anything is missing from the camper so steadily rehashing that it was or wasn't left open is meaningless. Due to the poor condition of the interior of the camper upon arrival, it would have been difficult to locate any keys if they would have been in there. It was seriously cluttered. The camper was full of debris, there was old food left in it everywhere that knowingly would rot during the repair process, and it was obvious that it was very poorly maintained. We took pics of it as well prior to starting the job. As for the allegation that one of our employees may have taken the key, our techs & drivers average $25-$40+ /hr. and would have absolutely no motivation for needing to get in this camper for any reason. Ever. As I previously stated, there are keys to semi trucks valued at millions of dollars on our yard everyday without issue. They are all full of computers, valuable tools, & cargo. Never an issue. While we do not accept the customer's request to supply a lock set as a resolution since we did not damage the lock or misplace keys that we never had possession of, we do agree to meet in the middle. Even with no wrongdoing on our part, we agreed to install a customer supplied lock set at no charge. That is more than fair considering we have done nothing wrong. We can both continue to sit back, point fingers, and make baseless allegations back and forth wasting time and accomplishing nothing. Small businesses shouldn't be the target of such frivolous pursuits that consume valuable time and resources. We feel as though we are being targeted by the customer due to circumstances that were beyond our control during the repair cycle. In conclusion, while we sympathize with the customer if a key is missing, our sympathy is not an admission of guilt. Again, we will offer to meet the customer in the middle and install a customer supplied lock set at no charge. Thanks to the BBB for continuing to mediate this event on behalf of Diesel Man and the customer in an attempt to move towards an amicable resolution for an unfortunate dispute. Consumer Response /* (4200, 16, 2021/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not being honest at all. I removed ALL food from the fridge. The only food left in the camper happened to be dry goods and packaged items, that I asked them to please dispose of since it would expire before I would be able to get back home, they didn't . I did leave dishes undone because I hadn't hand a chance to wash them BEFORE A FIRE. I would sweep several times a day, mop once a day, clean the bathroom once a week, wipe the walls down monthly, clean the kitchen daily, again THERE WAS A FIRE IN MY HOME. A fire extinguisher creates dust. Things did get knocked around a bit trying to get my self and my dogs to safety. Thus items not being in their proper place. Part of what holds the faux wood onto the fridge does happen to be missing, but was easily repaired by a professional. They LIED about the fact my stove was damaged again a PROFESSIONAL in the RV world who I recently found took a look at it. I left all 3 keys on the kitchen table along with a note (the note was under the keys and that note IS missing. The note was instructions on if things had to be replaced not to use colors like white and pink. Again, they are aware that I can not drive due to disability a I have told them this SEVERAL times. I left the keys at the instruction of the person who told me they would be coming to get it, as they said they would be needing it to lock and unlock the door. I had someone take me out to my camper, so that I could put the keys there, and get my valuables, not that I have that many. This lock being replaced is for my personal safety. They should have known within a month of having it on their property that they couldn't fix it, so I could have found someone who could. I have spoken to some people I know who use 18 wheelers, (log truck drivers) and they told me that using this company is a huge mistake. I personally didn't want to believe it and I felt that they would do the right thing, but I guess this is what I get for trusting people.

*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. ↩