ComplaintsforBruckner Truck Sales, Inc.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 6, I took my semi-tractor to get an air compressor replaced at Bruckner’s of Big Cabin, Ok. I received it back Dec 11. After driving 150 miles the engine sounded rough, I pulled over checked and notice the oil level was lower. As I proceeded to try and make it to the gas station, I noticed I was losing air rapidly. 430pm on Dec 12. I immediately called Bruckner’s and the problem of air compressor not working and furthermore now the engine wasn’t starting. I requested a tow truck, they said they would get back to me. Dec 13. After spending the night in frigid temperatures. I got out accessed the air compressor and noticed it wasn’t properly attached to truck. I called again and requested a tow. Instead they sent a Bruckner’s mobile tech to try and fix it. He informed them that the improper installation of the air compressor has caused major damages and would need towed. 28 hours after calling was finally towed off the road 9pm. Dec 14th spoke with **** from Tulsa and they admitted fault. I asked to file a claim with insurance and they said that they would take care of it in house. And they would have done the following week. Jan 11 it was completed. In between Dec 12- Jan is a busy time in the trucking industry. Throughout I called numerous times, willingly open for resolution discussion. The decision was passed upward to ****. At this point I would like to file a claim against their insurance. My semi tractor is a business that lost wages due Bruckner’s Negligence

  Business response

  02/03/2024

  I apologize for problems that you have experienced because of the mistakes made in the repair of your vehicle at our Big Cabin, OK location.  We strive to make the correct diagnosis and repair for every vehicle, every time.  Occasionally, we do make mistakes and try to rectify them as quickly as possible.  In this case we did experience significant delays in obtaining the necessary parts to repair the progressive damage from the bolts coming loose on the air compressor that we replaced.  The delays on finding and obtaining these parts are beyond our control.  Repairing the timing plate and gear housing on this engine is a significant repair that also requires a few days to complete.  

  Because of the extended nature of this repair we did refund the $3,810.35 that was charged to you to make the original repair.  Our normal policy when we have a failure of this type is to charge for the initial repair and then make any rework repairs at no charge.  That is the generally accepted industry standard policy.  As normal policy, we did not charge for any of the rework that was performed ( parts or labor).  We did also offer to pay for your airline ticket to return to Oklahoma when the repairs were completed.  That offer was declined.  

  I can discuss this with you further if you can call me at ************.  that is my direct line.

  *****

  Customer response

  02/06/2024

  I am rejecting this response because: the narrative on ***** part is false. I came in for an air compressor replacement. The mechanic damages components beyond what my repair. It normally takes 6 hours to replace an air compressor. Had they done it correctly they wouldn’t have been waiting for parts for the components they did damage that had nothing to do with what I initially brought it for… I Had 32 days of losses revenues, Had they not damaged my transmission housing and other components. I wouldn’t have lost a day. Commonly a rework only consists of the same work being redone.  Bruckner’s Volvo is stating they damaged new components and still calling it a rework. Secondary the reason why it took 32 days is because they didn’t stop to fix it right away. They worked on it when they had free time cauinsg more delay, during that time business kept going as usual for Bruckner’s Volvo! This happened on the 12/12/23. I called on 12/21/23 and they said they still haven’t started to take out the engine and transmission. So it was just sitting there. I have a complete timeline and dates. They directly impeded me from working and should except some responsibilities in this matter.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is for the Fountain store but only gives an option for Denver. I have brought my truck into service several times over the past year and a half since purchase. First experience I brought my Mack in for a NTI which cost 1000.00 they gave it back and said it all looked good and I took it up to DOT for a level 2 inspection and Failed. 2 airbags had good size holes in it and a few other minor things. I said something to management and they fired the lady at the counter. Nothing became if it. I brought my truck in a back in Oct/Nov I’d have to check receipt for dates to be exact. I was trying to change my belts before I headed to AZ and broke the piece on the pulley so brought it to have a new pulley put on it and have the new belts installed. The said they did repairs and I was on my way. A month and an half latter truck is inspected and I’m told a belt has a rip in it and they both look tired and I need new ones. Sure enough they never installed new belts on truck. Also my Ac wasn’t working so they charged me to look at it and fill it and I drove to NM and ac was gone. I called talked to Dennis he said it must have been the shrader valve and they would fix it when I got home. Also told Dennis about the belts he said he’d look into it and came back and said he don’t know what happened. I’ve been in Texas for months with no ac as I drive over the rd. I was at Bruckners in San Antonio getting another repair done and they told me they could fix the ac and just charge it back to Springs store if approved. Denise new they would be calling first thing in morning to get an approval. Shop manager Josh ignored this managers messages from 9am till 5pm when Dennis finally told me to contact Jose manager Cassie which I did. He got Jose to finally reached out to Bruckners just to tell them no he won’t fix it or pay the part I payed him. I had a load to pick up at 5 and had to cancel it Jose cost me $1000.00 by not responding and playing a game. I want all my money back…

  Business response

  06/01/2023

  6/1/2023
  Dear Mr. *****,
  I am writing in reference to your poor experience in our Fountain location.

  First I apologize for the inconvenience and frustration created during your visits to Bruckner's in Fountain.
  We take great pride in taking care of our customers and having them leave with their expectations exceeded.  Unfortunately we did not provide the level of customer service we expect during your visits.  Per our phone conversation last week, you requested that we replace the belts, replace the AC line and dryer, and provide a complimentary oil change for your inconvenience.  I am happy to take care of these items at no charge to you.  I again apologize that we could not complete these repairs last week while you were in town.  I know you were heading to Texas and we have already let our San Antonio store know about our agreement and that they can complete all the repairs when you visit that location. 

  We look forward to repairing your truck and repairing our relationship together.  Please let me know if there is anything else I can do to help.
  

  Thank you for the opportunity to make thing right,
  Casey ******
  General Manager
  Bruckner's Truck & Equipment
  Fountain, CO

  Customer response

  06/02/2023

  I have reviewed the business’ response and they are correct they said they would fix the issue. I accept this resolution. 

• Initial Complaint

  08/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 16th, 2021, I took my 2020 Mack Anthem into Irving, TX shop. I was told I would receive a call for any updates. I waited then called them because they did not call me. That happened several times. After a week and a half, I called on a Saturday to make sure they would have it ready when I go back to work because I was on a vacation which gave me enough time for the repairs to be completed. I spoke to Rick and he assured me he would prioritize the work and "push it through to be ready Monday". When I arrived that Monday, Bryan (service writer) informed me my truck hadn't even been started. When I told him my frustration, he said "I remember you before when you got mad about a battery" he was referring to a time when I called to get it replaced under warranty and they said bring it in and they would replace it.(Under 100k miles when I called) when I got there it was barely over 100k and they didn't want to warranty it. He then ttellsme "fix it yourself" and charged me $240

  Business response

  08/19/2021

  Business Response /* (1000, 5, 2021/08/10) */ Contact Name and Title: Bruce ****** (GM) Contact Phone: XXX-XXX-XXXX Contact Email: *******@brucknertruck.com We are very sorry to hear that the customer did not receive a high level of customer service as we strive to make every customer experience a great one! We have reviewed all internal documentation and previous communication with the customer and we look forward to our upcoming scheduled meeting with the customer this coming Friday. Consumer Response /* (2000, 7, 2021/08/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) we agreed that if I were to call ahead of time, they would tell me which weekend they would have an availability to service the vehicle. They would adhere to their service guarantee for no downtime and a do what it takes culture.

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