ComplaintsforCapitol Freightliner

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At my first communication with CapitoI Freightliner I spoke with ***** and was told that diagnostic on my truck to check my computer system, belts and AC would take 1 week. I brought the truck in on May 24th. I called back on the 31st to check on the status of the truck and was told by Quinn that it was in the hot pile. I called again on June 2nd and was told that my truck was about to be put in the hot pile but it should have already been in the hot pile according to ***** since the 31st of May. I explained that and was told that it's been so busy there that they forgot. I waited and another week went by and I didn't receive any communication so I called again on the 7th and was told by ***** that my truck would be put in the hot pile for the 3rd time. At this point I asked to speak to the manager and received a return call from ** the same day. I explained to ** that I was frustrated that I was not notified prior to bringing my truck in that it would be several weeks without the use of my truck. ** told me that there was a parts delay and that is what was taking so long to get to my truck diagnosed. I emphasized that a parts delay could not have caused a delay with getting a quote for repairs needed because that didn't require any parts to complete. ** then stated that they have had other trucks in your lot waiting for repair for over a year insinuating that my truck shouldn't be rushed and could possibly take that long. ** stated that if I wasn't happy with the wait time I could just pick up my truck without getting a diagnostic or repair. Just in those two weeks I lost out on several potential loads and that would have left me starting from scratch at another repair shop when I had already been quoted a one week diagnostic time frame at this shop and it was not fulfilled in a timely manner. ** said they would complete the diagnostic and get back with I have more info to share but not enough space. I am being charged $1000.00 for a diagnostic

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2022/07/08) */ 05/31/22 - Customer called. Informed him that we are at least a week out plus from time of dropoff. Truck is in line for diag but will move him to the "hot" pile. (approx. 20 to 40 trucks in hot pile, over 160 trucks on lot waiting). 06/07/22 - Truck pulled in for diag. 06/08/22 - Diag performed and given to service writer to make estimate. 06/11/22 - Estimate completed and sent to customer. Waiting on response. 06/14/22 - No response from customer, resent estimate. 06/20/22 - Tech informed office that if still no response from customer, he needs to pull the truck out of the bay so he can work on other trucks. Still waiting on customer to respond. 06/27/22 - Sent estimate to customer again, waiting on response. 06/29/22 - Customer responded - declined any repairs. Will invoice for work already performed. 06/29/22 - Customer emailed asking for the invoice to be lowered. 07/01/22 - ** spoke to customer and said he already cut time off the invoice and could not go any lower. 07/06/22 - Customer asked again for invoice to be lowered. Was told the invoice could not be lowered any more than it already was. Was informed that the invoice needed to be paid and the truck picked up or storage fees would apply. (lot is full and do not have room to store trucks ready for pickup that do not get picked up in a reasonable amount of time.) 07/08/22 - Truck is still here and invoice is still unpaid.

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