ComplaintsforUnited Food Truck LLC

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a custom food truck, that was delivered to us with multiple safety issues which required repair to safely operate. These are NOT issues previously existing on the used vehicle - they are only those from work done by United. After a month of attempting to resolve directly; I am getting no timely response. We are looking for reimbursement of $1100 local mechanic bill on the $73,000 purchase of their product. Under carriage work to install the generator *** and remove a non-operating rear AC (new roof one installed) left an unclamped coolant hose. Upon delivery and first attempt to operate the vehicle began overheating. warning lights on and coolant spewing out the open hose behind the drivers seat. Review of the independent inspection done prior to purchase showed the difference in before and after the gen *** was installed; verifying the work was done while in their care. Further; their photos of the truck being loaded for transport clearly show a large coolant puddle that they made no attempt to check or fix prior to sending it to us. Engine could have been destroyed! Mechanic clamped hose, inspected coolant system and refilled. The lights for the license plate illumination were never installed with the wires just hanging there. Lights purchased and installed. The tail lights didnt operate unless applying the brake. Mechanic found the ground wire was attached to the brake wire resulting in tail lights only when brake was applied. Mechanic rewired. No interior dash lights. Fixed. Passenger chair not properly installed. screws cut short to avoid puncturing water tank in cabinet behin;, but had already began detachment and missing screws. This only has a lap belt and is a single vertical frame meaning no crash safety. Mechanic secured remaining bolts and installed additional. Not included: razor sharp metalwork, interior damage to the passenger door/window from cabinet install screws. Radiator replacement due to massive crack in first week of use.

  Business response

  08/17/2023

  Good morning dear **************************************.
  
  We are writing this way because we have been trying to make a video call with you for several days and we have not been able to.
  
  We are at your disposal to review and evaluate the difficulties that your project is experiencing, but as long as we cannot have access to your project it will be impossible for us to propose any solution.
  
  Please reply to our post sales team and coordinate with them so that we can help you resolve any issue on your project.
  
  We will always be here for you in post-sale cases because our priority is customer service.
  
  We wait for your answer.

  Thanks.
  UFT Team.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October of 2021 , I purchased a concession trailer that I had custom built. I paid $110,000 for trailer. July I tried to use trailer at local county fair. It did not work. United Food Truck (UFT) wired it for 30 amps ,which the breaker box is not up to code,it should be 50 amps.The fuse box has many code vilations. One of breakers has 4 wires where you can only have 2 wires per breaker. We are now in October they have not fixed the electric. They run test for example let's plug into 50 amp on generator that runs back to a 30 amp plug and see what happens. These test take five minutes but it takes weeks before the next thing.This has caused my Freezer,refrigerator and salad prep to fail.The TV don't work ,the roof is leaking. The trailer drags when I travel accross small dips(up hills) in road, very dangerous, they have axles in wrong location. The steel is not strong enough for the amount of weight of contents of trailer. UFT is not concerned about fixing problem ,they don't want me to bring it back for them to fix problems. I am in ********* ******* its a long trip but no one wants to do work on their project. I have paid sales tax of $9,000,and I have lost food and my rent from fair $4,500.I have lost other business for this. They have really done nothing. They could care less about making this right.

  Business response

  10/10/2022

  Dear *******

  As agreed in the phone conversation we had today, we are proceeding to send a technician who will be in charge of solving the electrical problem that your trailer has, as we have always mentioned, our intention is that all our clients who have their projects problems arising from our manufacturing processes are resolved as soon as possible, we apologize for the delays, but we must remember that our company has internal processes that must be exhausted before generating a solution, fortunately we are already in communication with you and with the contractor who will take care of all the electrical problems today or tomorrow.

  Customer response

  10/20/2022

   
  Complaint: 18170486
  
  I am rejecting this response because: There are many issues that will require UFT to take care of. They are working on getting a electrician ,but we have not got one yet,then we have many issues  (problems) that need attention,I have been waiting patiently while losing money,sales,and new business, and there response has been very slow. This all could have been taken care of but they acted has if they did not understand the problems,even though I sent video and pictures and reports from a master electrician. I am hopeful that they will do the right thing and fix all problems. 
  
  Sincerely,
  
  *******************

  Business response

  10/25/2022

  Dear *******
  
  As you can see from the conversations we've had with you, we at UFT are still waiting for your electrician to send us an estimate to make payment to repair your trailer's electrical problems, please have your electrician contact us. to make the payment and start working on your case.
  
  On the other hand, we need you to send a list of the problems that your trailer is presenting in this way so that we can follow up on it and the BBB can verify our intention to resolve any difficulty in your project.
  
  We wait for your reply.
  UFT Team.

  Customer response

  11/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  Customer response

  02/01/2023

   
  Complaint: 18170486
  
  I am rejecting this response because:

   

  So I have file on BBB site last Oct 22. United Food Truck told me that they would fix my issues if I would would tell the BBB and Atttorney General of ******* that they agreed to fix issues.So they asked me to sign a waiver to relieve them of any problems with my concession trailer (my cost of trailer$110xxx) if they paid for electrician to fix one of the many problems , I said no way then I drove 36 hours and returned it to them. The trailer drags on the road when going up and down small inclines, the axles are not located in correct area,the trailer fish tails, it must be rebuilt. the tires are not heavy enough for this trailer. You can see where the 10 foot sections meet the 20 foot section to make a 30 foot trailer. It appears to be broken . There are at least 14 issues with this built. I have also contact the attorney general of *******, this is a safety issue. This company has dodged me(Jan 31 of 2023 and they have not fixed anything) and they do not want to fix problems. They ( ****** and ***** )give me there word they would fix my issues on a video call. Has soon has I agreed to remove complaint from BBB and Attorney General of ******* they have do nothing but slow play. I can not trust this company ,they are fraud. This has been the worst company I have ever done business with. When I reported (you have to email them @ support ) issues to them it to serveral weeks for them to respond. ******* has a statue called warranty of merchantability and the business must sell products that work or they will be held accountable and I will hold this company accountable. No one should have to go through this . They scheduled a video call with me on Jan 26 2023 , so they could tell me how they would proceed to fix my trailer. I told them " I can but this should be easy the trailer is built wrong ,you nned to replace it,it is dangerous I need it to safe and wired by a qualified electrician. The box has many code violations ,which they acted has if they did not understand
  
  Sincerely,
  
  *******************

  Business response

  02/08/2023

  According to our conversation last week we sent you an email with the points to review on your trailer, we are just waiting for your approval to put the trailer online, let us know your approval by email and we will immediately start the repairs.
  
  Thank you

  Customer response

  02/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still in progress. They are working on the issues and are not complete. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The food truck I purchased from them requires being looked at. Due to the nature of the issue it is physically unsafe and not possible for me to drive the truck to their facility. They told me they could come where my truck is parked to look at it and not even 24 hours later are lying and saying I have to bring it there. The truck has a 10 foot awning sticking out the side of it that won’t retract. They know this. Yet still they insist I drive the truck 40 minutes to then dangering other vehicles on the road and myself. I am losing $1000s of dollars in business because I can’t drive the truck. They are rude and negligent and I will make it my life’s mission to make sure everyone knows it.

  Business response

  03/11/2022

  At no time have we suggested that you drive with the awning open, we told you in our last email that it was unsafe and also illegal, we do not understand why you say that, we have explained countless times that you can retract the awning manually as explained in the awning manual that was given to you when you received your project 4 months ago, we have also told you countless times that we need you to bring your project to our facility to review it at no cost to you and determine if the awning is not works due to misuse, installation faults or manufacturing faults, we have also explained that to check or repair your awning it is necessary for one of our employees to climb onto the roof of your project and that our insurance does not cover accidents outside our plant and that we are not going to expose one of our employees to an accident that is not covered by insurance.
  
  This topic is about an obvious case of lack of collaboration from you, the awning manual explains how it can be retracted manually, you just have to look for the manual in the folder that was given to you when you picked up your truck and do the procedure as the manufacturer indicates it.
  
  You cannot say that we have been rude to you when we have a sequence of emails in which we have always urged you to carry out a simple procedure so that you can bring your truck whenever you want and you can be sure that we will do everything in our power. hands to help you, but without exposing our employees to uncovered accidents.

*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. ↩