ComplaintsforArrow Truck Sales Inc.

• Initial Complaint

  06/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a semi truck from Arrow Truck Sales on 23 June 2023. The same day my driver is driving the truck, the check engine light came on. I texted the sale representative I was dealing with and told that what was going on, he stated just take it to a mechanic shop to see what the issue is and that I have insurance it should be covered. I told him it’s bad business and this man started getting an attitude. I told him brother, the truck just passed a dot inspection and yawl just did maintenance on it, as stated on their sale message. Why is the code coming on, this man calls me and started going off on me on the phone. I hung up my phone and this man texted me that he is with his family and to call the shop. Texted back like brother you are dealing with 3 Afghanistan veterans, do you think I give any pity for no good dealers trying to make a fast buck on someone else head. I told him we will be returning the truck and I wanted to speak to his manager. This business is one of the worst businesses I have ever dealt with, for them to do this type of criminal shit to people is not right at all. Deleting service codes I 100% sure is illegal and for them to be passing DOT inspection with messed up trucks is 100% illegal. Both them and whoever inspected that truck should be held accountable.

  Business response

  06/26/2023

  We have received your complaint and are sorry to hear of your truck problems.  We would like more information so we can do a comprehensive investigation onto this transaction.  We would like a vin#, stock#, branch location and or sales associate you have been communication with.   Once we receive this information, we will respond back to you with next steps.  Thank You.  

  Customer response

  06/26/2023

  Morning,
  
    sale Rep was ******, information posted below as requested, thank you.

   

  **** ***************** **** ***** ***** *********
  ****** ***** *** * ** ***** **** ******* **** **** ************ ** ***** ****** ****** ******* ****** ***** ******* ******* *** *********** **** *** ******

  Business response

  06/28/2023

  Good morning,  I have been in touch with ******* ******* *** ****** ******r and he has informed me that you and he have a plan in place to rectify your truck issue.  Please let us know if the problem is not resolved to your satisfaction.  You may reply back to this message when complete.  Thank You.    

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 55k semi from. Arrow truck sales. It came with a (90) dealer warranty. I was convinced to purchase an extended warranty though Arrow's warranty company (NTP). One month into purchase, the transmission & clutch failed. After a $20,000 estimate was presented, they referred to a Clause in contract that states "Arrow is no responsible for BELTS, HOSES or BOLTS".. They're claiming that the "bolt" that secured transmission failed, causing the failure of both transmission & clutch.

  Business response

  06/06/2023

  We have reviewed your concerns and Arrow stands by our 90 Day Confidence Plus warranty provided at the time of sale.  Arrow will pay $5,000.00 towards your repair per our maximum warranty payout agreement.  National Truck Protection (NTP) which is a third party warranty provider has declined to pay the balance remaining on the repair as it failed due to broken bolts.  Bolts, hoses and belts are considered maintenance items.  NTP's documents clearly state they will not pay claims due to broken bolts, belts and hoses.  Unfortunately, NTP is not an Arrow Truck Sales entity.   It is Arrow's understanding that NTP has offered to refund you $6,580.08 of the original warranty cost to offset your expenses.  Transport Funding has offered to finance the remaining $4,000.00 of the repair cost and extend the terms of your note so your payment will remain the same as the original contract.  We are sorry for your breakdown and hope this helps.  Thank You.        

  Customer response

  06/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  The offer presented to me was as follows; ***** * *** would return the monies I paid for the warranty,  ($11,000), to be applied towards repair, however, I'd have an additional $5000 rolled into the loan. I'd be left with no warranty coverage, in a $70,000 vehicle that's demonstrated a propensity to fail! Not to mention, the finance company is unwilling to forego late fees & missed payments due to  inactivity, some $10,000..

  ******** ***** ********

  Business response

  06/08/2023

  Arrow stands by our written 90 day warranty commitment of $5,000.00 toward your repair.  We also stand by our offer to help refinance the remaining repair cost in your truck notes with Transport Funding.  We are sorry for your truck problem and have agreed to the terms of our 90 day warranty at the time of sale.  If you would like to proceed with the refinance please reach out to Transport Funding.  

  Customer response

  06/08/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because: I purchased that vehicle, (extended warranty & all) in good faith. A warranty that covered all of the drive train. For the sake of argument; just how would a broken "bolt" also destroy the clutch at the same time. It's ridiculous that both Arrow & NTP would hide behide  obscure wording. Using that logic, the transmission itself contains "bolts"! Now both Arrow & NTP magnanimously offer to return the monies I initially paid for "insurance" leaving me both in a vehicle with no warranty, and $5000 further in debt for repairs. At first, Arrow was also using NTP's "bolt" logic. Now they're claiming a maximum $5000 payout!
  
  Regards,
   
  ***** ********

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase * **** **** ******** from Arrow Truck Sales in Conley Georgia in December 2022. I live in California and My husband and I flew to Georgia to take possession of the truck, we were assured the truck was ready for pickup prior to us purchasing air line flights. We got there and in fact the truck was not ready resulting in us having to spend more time and money on lodging. The mechanic signed off on a checklist about the truck, asserting everything was ok with the truck when in fact it was not. There were multiple problems with this truck that I brung to the attention of the manager. They stated oh I thought it was done. I drove the truck back to California had a mechanic look at it and he found multiple issues. This truck has been in the shop more than i have had access to it. I have attempted to contact the corporate office several times. I have not received a call back to this very day. I put down 15,000 for this truck and it has been in the shop over 80% of the time, resulting in me losing out on money . I asked the ******* ****** what my options were and they stated I would have to just keep taking the truck to the shop. I believe i was sold a lemon.

  Business response

  05/25/2023

  ********

  I am sorry to hear of your issues.  Most complaints that come into our corporate office are directed to me.  This is the first I have heard about your truck.  If you would like to discuss this further, you may call our direct number at ************ and ask for *** ***** ** ***** ******.  We will be more than happy to look at your repair invoices and try to resolve your concerns with regards to your truck purchase.  Please have detailed repair invoices with serial numbers and mileage verification.  Thank You.  

  Customer response

  05/25/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
  I spoke with ***** ****** and he was unwilling to resolve my concerns in any way. He basically said the truck was old and had a lot of miles on it. He also said I have a warranty on the truck  (which some things were not covered by warranty) but that does not negate the FACT that when this truck is spending more time in the shop I am losing money. He also failed to address the issue that a mechanic signed off on a inspection stating the truck was inspected and ok (which is fraudulent).  Example inspection states brakes were ok when in fact This truck was not road ready and had it not been misrepresented I would have never purchased this truck. Arrow are practicing deceptive sales knowingly selling trucks with multiple issues, but their mechanics are signing off on inspection reports. 
  ******** ******* ****

  Business response

  06/06/2023

  Hello ********  we are sorry to hear of your truck issues.  We stand by our original terms of sale on your truck purchase and would be happy to review any possible claims that may exist.  Please submit your claims to our warranty department at ************.  We do our best to inspect each truck we sell and hope we can resolve any issues you currently have.  As of today, we have not received any work orders from you in our warranty department.   All warranty repairs must be pre-approved by ***** before any work can be authorized.   ***** has a been in business 73 years and take pride in our reputation.  Please ask for *** ***** in our warranty department if you have invoices that you would like for us to review.  Thank You.     

  Customer response

  06/07/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: It seems no one wants to address the fraudulent inspection report I was given by Arrow Truck Sales. The inspection report did not represent the truck in truth. Arrow knew this and still sold me a truck that was in FACT not road ready. I am not interested in speaking with someone from the warranty department I would like to speak with someone in management. I am requesting the amount I put down for this truck which was 15,000. There is no way people should be putting down a down payment like this and the truck only runs for a week or less. 
  
  ******** ******* ****

  Business response

  06/09/2023

  We have discussed your truck issues with our manager **** **** ** ******* and we have your truck file in our possession for future discussions with you.  We understand ***** has paid 100% of your repair requests to date and have made your first payment as well as paid to move the next two payments to the end of your note.  ***** is not perfect and we do miss things on occasion.  Inspections are important and we do not take them lightly.  We are happy to show you all of our  inspection documents in the truck file.  You should have our inspection in your paperwork as well as the final inspection you did upon delivery in Atlanta which you signed upon delivery.  When you talked with *****  he requested for you to forward any additional repair orders to him for review.  To this date, we have not seen any further repair orders.  ***** stands by our original terms of this sale.  If you do have work orders and would like to discuss this matter further you may contact us at ************ and ask for *** ***** or ***** T****r.   ***** has been in business 73 years and we pride ourselves in what we do.  Again we are sorry for your frustrations.           

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a semi truck from Arrow truck sales on April 21, 2023. I took possession of the vehicle on April 24, 2023. I didn't drive it until my first day of work six days later. On May 1st, 2 engine lights and the HSA override light came on and the truck broke down twice within 4 days of driving. I had a diagnostic check done, it had been determined that the engine codes had been previously deleted. The first code after deletion came on April 15, 2023. There were no engine lights on when I purchased, and the sales team presented to me as if the truck was in good condition. Some of the defects are not under warranty, which means I would have to pay out of pocket for a newly purchased truck and also pay a monthly installment payment. I cannot afford to do this, I feel I have been a victim of consumer fraud!! They denied any defects with the truck and insinuated the defects happened after I took possession. They did their own diagnosis ( the engine lights were on when I dropped it off to dealership) they then offered to repair all defects on the truck. I do not wish to do business with scammers! The mechanics who looked over the truck stated these issues had been ongoing and they had to have known, and the repairs could be very expensive to repair. I returned the truck and they are threatening to put it on my credit as a voluntary repossession. I did not have the vehicle 30 days. I returned it to dealership on May 17, 2023. I feel as if they took advantage of me and committed fraud by misrepresenting the conditions of the truck. Please help!

  Business response

  05/23/2023

  Hello and we are sorry to hear of your truck issues.  Would you be so kind as to include a serial number or stock number so I can research this transaction.  Arrow has been in business 73 years and it is not our intent to hide any information from our customers.  I look forward to hearing from your so I can be of assistance in resolving this issue.  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck from arrow about 6 months ago or less. It broke down 3 days after owning it. I called the GM and told him I didn't want the truck. He told me don't worry, it's a small issue, it will be fine. 30 days later the engine blew. It was covered by warranty. So I told the GM again that I did not want the truck. He said, it will be great, it has a new engine. Two weeks later the transmission went out. Warranty covered it. And I told the GM a 3rd time, I didn't want the truck. He said it was like a brand new one now. 3 weeks later it broke down again. The GM finally agreed to take it back. Then told me that he would give me 15,000 dollars for the truck I just paid 55,000 for. And told me I couldn't get a refund on the 10,000 dollar extended warranty that I wasn't even able to use because I've had the truck for less than 6 months. The GM lied to me from start to finish. The truck was no good before I bought it.

  Business response

  04/17/2023

  Our management team met with **** ***** today April 17, 2023 seeking to help resolve his unfortunate mechanical issues.  His truck was delivered September 19, 2022 and has had mechanical issues,most of which were covered by an aftermarket *** *********   To date, Arrow Truck Sales had paid $6,038.13 to assist in what his aftermarket warranty did not cover (clutch).  We are doing our best to help him work through mechanical issues which were related to a premature engine failure which was a covered component.  We do our best to inspect each truck and recondition them before resale.    While this reconditioning and inspection process is comprehensive, failures can and sometimes do occur once the truck is put into operation.  We remain committed to standing behind the terms of sale, including any protections plans that may apply.    If you need further assistance at the corporate level, you are welcome to reach out to our Customer Service and Warranty department, which can be reached at ************* ****** *** 

  Customer response

  04/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:   Arrow truck sales lied to me from the beginning. I have documentation from a fleet authorized shop, which Arrow trucks recommended me to, that said there were numerous codes (mechanical problems) already wrong with the truck before I purchased it. I was told that the codes were cleared without being fixed. Over $7,000 worth of problems. After that was fixed, even though I repeatedly asked to return the truck, within 30 days the whole engine blew. Arrow truck new this truck had problems before they sold it to me. I have the documentation. I want a full refund. Regards,  **** *****

  Business response

  04/21/2023

  Arrow has made additional good faith offers to help further assist with the problems this truck has created.  As of April 18, 2023 the truck has been returned to our location in Tampa.  Our written offers for a cash settlement or a possible trade in on a different truck are still valid.  Our business practices are 73 years old and we stay committed to our company values.  Any further questions can be directed to our corporate warranty department at *************  

   

  Customer response

  04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:
  I do not want an "offer". The "offer" was half of what I paid for it less than 6 months ago! Again, your company knowingly sold me a truck with problems. I want a refund! I'm returning the truck in better condition than when you sold it to me. Quit with the responses that go in circles. Can I get a refund? Again, I have documentation to prove all of my allegations. 
  Regards,    **** *****

  Business response

  04/27/2023

  We remain committed to standing behind the Original terms of the sale, including any protections plans that may still apply.    Unfortunately we will not be buying your truck back at full price.  This truck was sold back in September and has driven in excess of 20,000 miles since delivery.  Our offers made to you by our manager in Tampa are still available.  We are sorry this transaction has not met your satisfaction.  Arrow is a 73 year old successful company and would not knowingly fraud any customer.  

  Customer response

  04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:
  You keep saying the same thing...you stand by your sales contract and you do good business. Then do good business and give me a refund and answer my questions. You sold me a truck with previous issues without fixing them or telling me about them. Also,  the engine blew up within 60 days of purchase and the transmission blew within 90 days of purchase. And half of the time the truck was in the shop. So how do you explain that? Also, you say the truck has over 20,000 miles since purchase? That's a lie! It has a new engine with less miles because it blew up. So please quit telling lies and going in circles. Explain to me why you keep making excuses for selling me a problem truck and why you won't give me a refund after I have proved to your Tampa GM that the truck was bad before you sold it to me. Again, I would like a refund or an explanation of why your sales people committed fraud by selling me something they knew had problems. 
  Regards,   **** *****

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/20/23. I purchased a truck from Arrow. The truck has been inoperable and has broken down before I could even use for its intended purpose. Within a day of purchase, lights malfunctioned, couldn’t pass inspection, brakes damaged tires, on first job truck broke down couldn’t deliver on my job. After two weeks of waiting for repair, the truck broke down again. I have yet to complete one job, but have made one payment before I could even make a wage with this truck. Arrow guaranteed a 400-point inspection was done and that the truck was operable, but this is not true and I believe they have committed fraud do to false advertisement. As these issues would have easily been identified during the 400-point inspection: failed headlights unable to pass inspection before truck was ever used within several days of purchase; brakes failed damaging tired within days of purchase; differential failed on first load; waited two weeks for repair and on 2nd job engine light has come on with a need to clean the engine. All of these things should have been caught during the initial, 400-point inspection. Their advertisement and inspection guarantee is fraud and misleading as there is no way that a “true” inspection would not have not found these minor and major issues. These are not issues that would occur from driving the truck. I have asked for relief and they have not been responsive. No one drives off a lot unable to use a truck and having to rely on the “warranty”. This is illegal. Documentation of failure is available. I’m stranded in the truck and cannot provide right now. I am seeking a refund or the opportunity to buy a brand new truck trading in the current truck for the purchase price. They have been non-responsive. There are many other complaints of this company similar to mine. This is illegal

  Business response

  03/23/2023

  Dear *** *******
  We are sorry to hear that your experience with Arrow Truck Sales did not meet your expectations.  All of our trucks are reconditioned and pass Department of Transportation (DOT) inspection before resale.  While this reconditioning and inspection process is comprehensive, failures can and sometimes do occur once the truck is put into operation.  We remain committed to standing behind the terms of sale, including any protections plans that may apply.  We understand that you have reconnected with the Branch Manager on this issue and are working together to identify the best solution.  If you need further assistance at the corporate level, you are welcome to reach out to our Customer Service and Warranty department, which can be reached at ************, option #4.  We wish you all the best with your business endeavors.  Best regards,
  Arrow Truck Sales

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I'm ****** ****. On 11/28/2022, I bought a truck with the VIN number *****************  from Arrow truck Sales Houston 7920 East fwy,77029 and I was able to set off after a month because of the long plate processes so all that time truck was sitting on Arrows yard and it wasn’t been used. I bought my truck with a warranty of 90 days and they were gonna cover everything first 90 days. First day I put the truck on the road, I realized some issue on my truck and I called and informed Arrow Truck Sales same day and they gave me their service number. I went there . I brought my truck to their shop and they called me after 1 week told me nothing was wrong with the truck after I took off, I realized that my vehicle was still in the same condition and give me the same problem. I called and left many messages for them to get back to me but they did not. I went back to Houston and I explained to Arrow the problem was going on and their service did not do anything. They gave me a another mechanic service name ** ****** *******. I took my truck to ** ****** ******* explained and showed everything wrong with my truck after 2 weeks, they said that my vehicle was repaired and I could receive it but I had to pay $2500 to them because my warranty wasn’t covering . Since staying any longer would cost money, I accepted and took delivery of my vehicle and took off. I realized in couple days they didn’t fix the problems. I couldn’t use my warranty even though I had the same problem from the first day plus I paid $2500 to their authorized mechanic and they didn’t fix the problem. Now I can't reach anyone to solve my problem and I will end it up going to court . I would like to warn everyone about Arrow Truck Sales and its authorized services, ** ****** ******* Truck Repair Houston they are dishonest and don’t stay behind their products or contracts.

  Business response

  03/11/2023

  Dear *** *****
  We are sorry to hear that your experience with Arrow Truck Sales did not meet your expectations.  All of our trucks are reconditioned and pass Department of Transportation (DOT) inspection before resale.  While this reconditioning and inspection process is comprehensive, failures can and sometimes do occur once the truck is put into operation.  We remain committed to standing behind the terms of sale, including any protections plans that may apply.  Your truck would be covered by Arrow’s standard 90-Day Confidence Plus Warranty, which covers select mechanical failures related to the engine or transmission.  Unfortunately, in this case, the specific repair does not fall into this category and is therefore not eligible for coverage under the aforementioned warranty.  We also understand that you were offered an extended protection plan through ******** ***** ********** (NTP) at time of sale and that you declined that coverage.  Given the trucks that we sell are used and typically outside of any factory warranty, we always recommend our customers select the extended coverage in order to protect their important investment.  At Arrow, we want all our customers to be successful, which is why we offer extended coverages to assist with unplanned repairs, such as the one in this case.  If you need further assistance at the corporate level, you are welcome to reach out to our Customer Service and Warranty department, which can be reached at ************, option #4.  We wish you all the best with your business endeavors.

  Best regards,
  Arrow Truck Sales

  Customer response

  03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:
  Regards,
  ****** ****

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase the Truck From arrow Truck Sale on Elizabeth ni AND when i was trying the Truck IT have problem with Def (IT was emiting more smoke then usual ) AND Sale person sad IT will be taken care off but i Wentworth on the road and Def pump goes BAD and i End up on shop fighting with waranty and dealer WHO will pay the Bill and they send me some paper that i sign to realease them From any responsability and they will pay the Bill but i have to vave their dealer waranty wich i refuse

  Business response

  03/11/2023

  Dear *** *****,
  We are sorry to hear that your experience with Arrow Truck Sales did not meet your expectations.  All of our trucks are reconditioned and pass DOT inspection before resale.  While this reconditioning and inspection process is comprehensive, failures can and sometimes do occur once the truck is put into operation.  We remain committed to standing behind the terms of sale, including any protections plans that may apply.  We understand that ******** ***** ********** (***) has covered the repair and Arrow Truck Sales has paid for the *** deductible, which is above and beyond any requirement.  If you need further assistance at the corporate level, you are welcome to reach out to our Customer Service and Warranty department, which can be reached at ************, option #4. We wish you all the best with your business endeavors.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/26/2022 – Purchased 2016 Freightliner Cascadia from Arrow, Conley, GA. Took possession of truck 11/19/2022. 11/21/2022 dashboard was missing warning indicator lights. 11/22/2022 Took truck back to Arrow for repairs. Multiple calls about status of repairs, given many excuses. Got truck back 12/5/2022. 12/28/2022 first and only run, the drive to pick-up load was fine but on the return run, all the engine lights came on, the truck turned off and the coolant hose came loose and spilled out all the fluid. Truck has been down since 12/31/2022. We could not complete our first and only two week contract and we missed out on prior contracts because of this situation. Arrow salesman advised son to take truck to a Freightliner repair shop. Repair order submitted to ******** ***** ********** (***), estimated repairs total $13,269.06. The mechanic shop called me on 1/19/2023 and stated the dealership will pay the *** warranty portion, $2,068.58 and take the truck to their shop to complete the repairs. I asked for contact info of Arrow employee and was forwarded his email. That email had attached to it an email between the salesman and this Arrow contact stating that my truck was the one with the oil leak and that it had been stolen from their “Sold Line” and found in Florida. I called finance company same day and informed them the truck had been stolen and I want to surrender truck back to dealership because this was not disclosed to us and we had the truck inspected by our mechanic prior to purchase. 1/23/2023 – Called Arrow to speak with branch manager and salesman, was told that the branch manager was on a conference call and the salesman was at lunch. On 2/2/2023 I called the Arrow’s assistant manager who spoke with repair shop but his voicemail could not accept messages. As of this day 2/4/2023, no one contacted me from Arrow Truck Sales.

  Business response

  02/14/2023

  Dear *** *****,  We are sorry to hear that your experience with Arrow Truck Sales did not meet your expectations.  All of our trucks are reconditioned and pass DOT inspection before resale.  While this reconditioning and inspection process is comprehensive, failures can and sometimes do occur once the truck is put into operation.  We remain committed to standing behind the terms of sale, including any protections plans that may apply.  We understand that both ******** ***** ********** (***) and Arrow Truck Sales have paid for repair work and that the truck was ready for pick up as of February 9, 2023.  If you need further assistance at the corporate level, you are welcome to reach out to our Customer Service and Warranty department, which can be reached at ************, option #4. 
  Best regards,
  Arrow Truck Sales

  Customer response

  02/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: 19332885
  I am rejecting this response because: Noone from the Arrow Truck Sales will return my calls nor speak with anyone from ***** ********** *******.

  Regards,
  ********* *****

  Business response

  03/08/2023

  Dear *** *****, We are sorry to hear that you have had trouble communicating with our Arrow team members.  As a result of your inquiry, we understand that you have now connected directly with our Branch Manager in Atlanta and are working together on potential options.  We sincerely want your business to succeed and remain committed to standing behind the terms of sale, including any protections plans that may apply.
  
  Best regards,
  Arrow Truck Sales

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BROUGHT THE TRUCK IN JULY WAS ON THE SHOP IN AUGUST (TRIED TO GET THE WARRANTY PEOPLE TO COVER THE CHARGES THEY WOULD NOT) THE TRUCK BEGIN TO HAVE A LEAK AGAIN (WHICH WAS SUPPOSED TO HAD BEEN FIXED) IN OCTOBER TRUCK BROKE DOWN AGAIN IN DECEMEBER THE WARRANTY GAVE ME THE RUN AROUND THE TRUCK WAS NOT APPROVED TO GET FIX UNTIL JANUARY. THE SHOP SAID THIS AND THAT STATED THE TRUCK REALLY WAS IN BAD CONDITION. THEY THOUGHT THEY HAD FIXED THE PROBLEM MY DRIVER GOES TO GET GAS THE TRUCK WOULD NOT START BACK UP CALLED THE DEALER WHICHS WAS SUGGESTED BY THE REPAIR SHOP WHOM THE WARRANTY PEOPLE PREFFERED BUT THE DEALER STATED IT WAS NOTHING THEY CAN DO

  Business response

  02/06/2023

  We are sorry to hear that your experience with Arrow Truck Sales did not meet your expectations.  All of our trucks are reconditioned and pass DOT inspection before resale.  While this reconditioning and inspection process is comprehensive, failures can and sometimes do occur once the truck is put into operation.  We remain committed to standing behind the terms of sale, including any protections plans that may apply.  We understand that National Truck Protection is engaged on your claim and that you have been in communication with the local Arrow branch manager to find the best possible solution for you.  If you need further assistance at the corporate level, you are welcome to reach out to our Customer Service and Warranty department, which can be reached at ************, option ***
  Best regards,
  Arrow Truck Sales

  Customer response

  02/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: I have not heard back from the local branch manager nor the sales man. I have emailed no response. I emailed during the same time I sent in a complaint, still no response from either one
  Regards,
  ******* ******

  Business response

  02/14/2023

  We understand that our Branch Manager has left you several voicemail messages that have not been returned.  In order to explore resolution options, please reconnect with ******* ******** at *************

  
  Best regards,
  Arrow Truck Sales

  Customer response

  02/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:
  I tried to upload my phone call log, I received "1" call from ***** on February 4th at 1:22PM I called and left several messages for him to call me back as of today 2/14/2023 I have not received any return back calls from him. I am calling now and leaving another message it states not available now if need attention to call ************

  Regards,
  ******* ******

  Business response

  02/20/2023

  We understand that you have now connected with our Branch Manager, and that he is assisting you with your interactions with the repair shop and National Truck Protection.  We will do our best to help you identify the best possible solution, given the circumstances.

  
  Best regards,
  Arrow Truck Sales

  Customer response

  02/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because:  I spoke with ***** the branch manager, he stated he was going to get in touch with the repair shop (**********) when I did a follow up call they (**********) stated they have not heard from no one. I express to them (**********) again that this problem needs to be resolved. I am under contract with a Carrier and I need to get my truck up and running before I am in violation of my contract. The problem is still going on and it seems like they do not care and is passing the problem around and nothing is being done to solve it.

  I have attached some emails to this response
  Regards,
  ******* ******

  Customer response

  02/22/2023

  Seems like they are giving me the run around:
  I called the number that  Arrow had stated for me to call if I needed further assistance, I spoke with a gentleman name Tim, he stated if was nothing he can do and that I needed to get in touch/call ***. *** is the warranty company. I called them (I have the log proof on my phone) as of today 2/7/2023 I have not heard back from them.
  I got an email from the repair shop they are waiting to hear back from *** as well

*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. ↩