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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought several trucks From ********. the trucks came with very bad steering alignment. Some trucks even were missing the Cam nuts on the ball joints. Furthermore, those trucks were DOT inspected with those defects. We addressed the issues with the dealership and the dealership redirected us to Utilimaster for warranty payments and reimbursement. After numerous attempts with Marry to collect the payments and invoices without results we were forced to pay out of pocket. We strongly believe that these warranty issues should be covered by eighter **** or Utilimaster. Trucks were new and supposed to be ready to deliver packages. We have receipts, invoices for the work done on the trucks as well, it was done by a very reputable and professional repair shop that we work with. We strongly believe we should be reimbursed the full amount of the invoice.Business response
04/04/2022
Hi ******
Utilimasters investigation into this issue is in progress. We are awaiting the receipt of alignment reports from the shop the complainant used to realign units that were certified as aligned at Utilimaster prior to release of the trucks.
Utilimaster is requesting an additional 30 days to compile our response to the complaint. We expect to have a detailed response filed with the BBB by May 2, 2022.
Thank you again for providing Utilimaster the information and the platform to respond to the filed complaint.
Sincerely,
*****************************
Business response
05/02/2022
BBB Serving Northern *******
Attn: ***********************
4011 *********************
***************, ** 46805
Friday April 29, 2022
Dear ******:
This letter is in reference to complaint ID ********.
Utilimasters investigation into this issue is complete.
Utilimaster was contacted by the selling dealer, ********, October 25, 2021 on VIN ***************** regarding an alignment issue. This email communication opened Utilimaster Warranty ************. The customers repair shop, Suburban *************** sent the selling dealer a copy of the repair invoice October 29th which was forwarded to Utilimaster for payment. After discussing the issue with *********************** at Suburban Tire, it was apparent that for VIN ***************** Utilimaster had not resecured a part during our front end alignment of the vehicle which caused the right side ball joint to become damaged during delivery of the unit from Bristol to the Chicagoland area. Utilimaster agreed to pay for the repair and the realignment of this specific VIN.
No other VINs were reported as faulty to Utilimaster by either ********, the customer, ******** ************, or Suburban Tire.
Utilimaster received another email and invoice submission from Suburban Tire November 16, 2021, citing outstanding invoices. They attached invoices for the following VINs:
- *****************
- *****************
- *****************
- *****************
- *****************
- *****************
- *****************
At that time, the request for payment of the additional invoices was denied by Utilimaster with Suburban Tire. As mentioned above, there was no request for repair for these VINs nor approval given. Approval would have been denied in accordance with Utilimaster Warranty terms. Approval was only given to VIN ***************** due to the evidence of missing parts that caused damage to this VIN.
These VINs were aligned at Utilimaster prior to release and shipment of the vehicles. I have attached the invoices sent to Utilimaster along with the corresponding Utilimaster alignment reports showing the alignment specifications and readings before and after the alignment was made. The additional attachment is a copy of our warranty document which shows alignment is not covered by warranty.
Please reach out to me for any required clarification. Thank you again for providing Utilimaster the information and the platform to respond to the filed complaint.
Sincerely,
*****************************
Customer Service Supervisor - Warranty
Utilimaster, A *********** Brand
Office ************EMAIL: **************************************
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