ComplaintsforCumberland Tractor & Equipment , LLC

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I'm a business owner paid for a diagnostic for my truck they told me they fixed the problem I was charged **** the problem wasn't fixed my truck broke down 3 more times had to get it towed the problem was fixed after the fourth time it was minor so the company fixed it for free but I'm still out of my money the company was suppose to contact me for a refund but haven't heard anything back

• Initial Complaint

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I towed my truck to this repair facility on June 16, 2022. On July 11, 2022, I worked with *************** and approved repairs for Cumberland International to complete, which Cumberland received the truck on June 16th, 2022. On July 19th, 2022, I picked up the truck at Cumberland International and was informed the truck was completely repaired. On July 23, 2022, I contacted Cumberland International informing them the ***** cut off as if there was a shortage and still was losing power while driving. On Monday, July 25, 2022, I left messages for ***** and *** detailing that the ***** was not adequately repaired. I did not receive a callback from *** or *****. I incurred hotel expenses and forfeited my delivery. On Tuesday, July 26, 2022, I spoke with ***** via text @ 5:41 pm. ***** stated although I approved and paid CAC hose repairs on July 11, 2022, the hose was never ordered. ***** said he would order the part and send it to ******* ***** ******** on 27th. ***** assured me further diagnostics would be completed to ensure the *****'s safety. On Wednesday, July 27, 2022, I arrived at ******* ***** and met with ****, the service manager. I went over the issues and provided the paid invoice from Cumberland International from the prior week. I allowed **** to hear the recorded conversation with ***** and me about the further diagnosis. **** was informed by ***** only to put the CAC hose and refused to answer my calls once I arrived at ******* *****s. I contacted *** ******* ******* promised me that additional truck parts would be ordered to be installed on July 29, 2022. On July 28, 2022, I spoke with *** via text message in which you agreed to repair the 2002 International 4700 to drivable condition fully. On Friday, July 29, 2022, I arrived at ******* at 9 am and was contacted by the service manager **** at 11 am, stating the parts will not be until August 1, 2022. Due to Cumberland International's incompetence, I refused to spend three more days in Las Angeles.

  Business response

  09/28/2022

  Business Response /* (1000, 11, 2022/09/26) */ ***Document Attached*** On July 17th at 2:29 PM, we have a note in our business system that we called ****** and advised that her vehicle still had a boost leak and won't come out of park, and that the needed hose would have to be ordered. ****** stated that she cannot wait until Monday and took the vehicle 2018 miles without all the repairs being completed. On 7/27 I texted ****** *******, stating that ******* ***** ******** found multiple boost leaks. I realized that the message about the additional boost leaks on 7/17 may have not been clearly communicated with ******, and was willing to participate in Goodwill to assist her. I advised ****** that Cumberland would pay the $1100 estimate related to the boost leaks, and any additional repairs beyond the scope of work that Cumberland made would be ******'s responsibility. Parts were ordered by ******* ***** ******** at this time. On 7/29, ******* ***** ******** advised ****** that the parts still did not make it in, and would be Monday until parts would arrive to repair her truck. ****** was advised by ******* ***** ******** and Cumberland that the truck was not recommended to drive with the boost leaks. ****** drove her truck back to Georgia from California against our recommendations. Repairs were not completed, and as an act of Goodwill, Cumberland paid the $400 bill that ****** had at ******* ***** ********. ****** took her truck to her local shop in Georgia, *** ***** & Equipment Repair. On 9/1, I called ****** and discussed her $1715.04 bill at ***. ****** stated that "he (***) is guaranteeing that this is it and there wont be any other problems". I asked ****** that if Cumberland paid the bill at *** as an act of Goodwill, "you and I are square, correct?" ******'s response was "correct". On 9/2, Cumberland paid the $1715.04 bill at ***, which made the boost leak repairs, along with other repairs outside the scope of repairs that Cumberland made. Cumberland feels that at this time, we had her truck repaired. Both attached invoices were paid as an act of goodwill by Cumberland International *****. -*** ******* VP of Tennessee Operations Consumer Response /* (2000, 13, 2022/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) My truck is repaired and running fine.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My truck had broke down in Florida so I had it towed to Cummerland international, because it's a international shop. But man do I regret. Soit went down on November XX XXXX. The only thing that was wrong with it was it had blown the transmission line off and it was Stuck in gear. I even had a roadside mechanic come out and put the line back on , but it had to be put back in gear Manually. Took it to they're shop and ***** the head mechanic who Says he has been a certified mechanic for 11 year told me that my motor and transmission was locked up and I need to rebuild my motor for 27,000. And to buy a new Transmission for 11,700. Because he don't know how to rebuild it. So me and the so call service manager name ****** went back and forward about it everyday but he was backing up his mechanic. An to be honest with yal I don't even think he look at my truck but once. Now i live in Savannah Ga I have to go down there and tell them to take another look at my truck because that's not the problem. They made me put a 2,500 dollars deposit, telling me that my truck is too old and that they want to make sure that they get paid. So I gave it to them an still had to wait another three weeks before they even look at my truck. Than ****** call me an told me all kinds of lies about that the starter wasn't in the right Position. An that the oil pump had the motor stuck in gear. But still telling me that I needed all kind of parts. But the truck is not stuck in gear, but I need a new flywheel and crankshaft. So after that now it was time to decide something about the transmission that they told me I needed a new one. The head mechanic(*****) got on the phone while me and ****** was arguing about it and said that ........ please call me it not enough room for my story

  Business response

  06/02/2022

  Business Response /* (1000, 8, 2022/05/26) */ Regarding case XXXXXXXX. We at Cumberland understand the importance of the operator's ability to be able to move freight and generate revenue. We do not make a guarantee on time for repairs due to the shortage of technician staffing and available parts. The vehicle that came into our service facility Vin# 2HSCNAPR55CXXXXXX is a 2005 International truck with 1,096,547 miles. With this vehicle being sixteen years old and high mileage, we do have to ask for a partial payment prior to the repairs due to the residual value of the vehicle. The repairs we quote are meant to be long lasting and warrantable providing reliability to the operator. When a transmission sticks in gear with the high mileage it is due to worn componentry. There is a high cost of labor removing transmission and reinstallation as well as replacing the worn components. Our recommendation was to replace due to the high mileage wear on the failed components. We apologize for any confusion or extended period this repair took. We in no way ever want to charge for work that is not authorized and provide estimates to our customers. We did replace a key components for Mr. ****** then worked to find an agreeable price and return his vehicle to him promptly. We apologize for the extended time in our shop and are working hard to find and educate qualified technicians to service our customers vehicles. We appreciate all our customers and want to provide best in class service. Speaking with the customer, we have come to an agreement and he agreed to take this complaint down.

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