Complaints

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• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took our truck to get a service done. They ran a diagnostic and said it was an issue with the floater. They then replaced the floater costed $600 and it did not resolve the issue. Then ran another diagnostic using another person and they said it was another issue. They needed a part we told them order the part. Told us it will be in tomorrow. Next day they said the part never came in we have to wait again. Been waiting two days. We decided to take the truck elsewhere and they wanted to charge us another 800 dollars for another diagnostic and labor on the part that wasn't the issue. They ended up calling the cops when we tried to leave. Took the keys from out ignition when it was running and also when we tried taking back the fenders they ripped out of my hand cutting me causing me to bleed. Very unprofessional, dont want to own up to their mistakes or even try to resolve it

  Business Response

  Date: 04/09/2025

  Customer request a ********************** on late Saturday evening for Sunday morning what's out of shop regular hours,  after miss communication from they personal and driver we agreed to provide the service in our shop, we discussed the truck issue and they assumed what will be the part to replace, when to the store informed they personal the cost of the part what was approved, run a diagnostic in shop before installation and bring to they attention that there was more issues than the part request, they approved the installation hoping that will fix they DEF issues,  the electric technician what was off at the time connected remotely and advised about an electrical issue,  we informed the customer, on Monday morning the tech electrician run is test and diagnostic to find out an harness issue, the customer was informed and we proceed to request the part the **** part was not available and needed to be ordered, the customer agreed in waiting for the part to install next day, unfortunately MHC did not receive the part and the customer was informed 

  The charges applied was

  Part and labor installed on Sunday 

  Diagnostic of the tech electrician on Monday what determinate the harness issue 

  Thank you 

   

  Customer Answer

  Date: 04/09/2025

  Complaint: 23179190
  
  I am rejecting this response because: they never stated that the issue may not be the issue. They are suppose to be professionals and know their job. When we trusted them with the diagnosis of the problem, we expected that to be the problem. Apparently they were wrong and had to call another person to find out what the issue was. They now said the issue was the harness, but now at another shop and they are letting us know there is no issue with the harness that it is something else. So we were planning to repair it there and for them to still not even know what the issue is, as professionals they should know or knowingly let us know the issue may not be the only issue. Not once did they mention it may not be the issue. They confirmed it was that 100%.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 04/17/2025

  Hi

  Unfortunately technology related repair don't apply on regular mechanical issues, there are multiple steeps to follow from the manufacturer diagram of diagnostic, we understood that it's not always as customers would like, but we work as hard possible to minimize down time in every service 

  Can the customer please provide the ********************** invoice from the repair performed in the other shop

  Thank you 

  Customer Answer

  Date: 04/18/2025

  Complaint: 23179190
  
  I am rejecting this response because: i already have submitted to invoice and the charges that were charged. The other issue was we were charged a 2nd diagnostic after the diagnostic was wrong. We should at least get reimbursed for the 2nd diagnostic due to the fact that the first issue that was diagnosed was incorrect and not the issue.
  Regards,
  
  ***** ******