ComplaintsforArrow Truck Sales Inc.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my truck on September 24, 2022. That was about a month before I actually got started taking loads. I to get the commercial insurance together, and some things like installing a backup camera. I took my first load on October 16, 2022. I thought things went pretty good except for I noticed a vibration at different speeds. I went out of town for a few days and after I returned I took my second load on October 25, 2022. At the end of my trip the truck did more vibrating and shortly after I had completed my load the check engine light came on. I dropped it off to the preferred repair shop and after 9 days and $800 out of my pocket my truck was returned; all to be put back in the shop 3 days later for the same issues. I took it to a different repair shop and they replaced a flange and clamps and returned the truck to me 3 days later. Well 4 days after that I had to drop my truck off once again for the same problem. Check engine light and vibration. This time I was told that the DPF needed to be replaced. Another $1,500 out of pocket after the warranty. The good thing about this payment was that the first repair shop refunded my money because they had charged me to have my DPF cleaned and baked just days before this. So it only actually cost me another $700. I received the truck back and after 3 days my truck went back into the shop with the same problems from before on December 12, 2022. I’m waiting to see what they come up with this time. During all of this I’ve contacted the dealership they did help out with the first repair, but the fact is that I haven’t been able to work and generate revenue to pay my business expenses due to my truck being in the shop just about as long as I’ve owned the truck. Yes I purchased a warranty from Arrow but wasn’t offer the rental, comfort packages. Until I started having problems I never new the I needed to purchase anything else. I was sold the warranty and was given a warranty paper and was told that this was the coverage.

  Business response

  12/28/2022

  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 warranties or protections plans that may apply.  We understand from your BBB correspondence that you may be interested in additional warranty coverages that could have been helpful in your recent situation.  While we typically do not add on such warranties after the initial purchase, we are willing to discuss options with you, if interested.  In that case, please reach out to the St. Louis branch to explore options.  Otherwise, if you have any further questions or concerns, please reach out to our Customer Service / Warranty department, which can be reached at ************* ****** ***
  Best regards,
  Arrow Truck Sales

• Initial Complaint

  08/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just wanted to send this email to you regarding my dissatisfaction with a trailer I purchased from the Troy, IL Arrow Truck site on June 3, 2022. I am very disappointed at the way this business deal was handled, the confirmation of the condition of the trailer and the way my concerns have been treated. When I was looking for a trailer and made an inquiry about one on the site, of which I was told I had to wait for pictures. I received the pictures, like what I saw and extended an offer. There was a push to get the documents signed and processed, and when I questioned the "As Is" document I was reassured the trailer would be thoroughly inspected and would pass DOT inspection. When I arrived to pick up the trailer it was out of gas and the battery was dead. Once we got those issues taken care of, and was on my way, I discovered a couple of things. One, the trailer I received was not the trailer of which I was extending the offer; second the unit did not get as cold as I was told it would get. I was told the trailer would reach -20 degrees, and on my drive home it only went down to 26. I voiced my concern and was told I did not allow the trailer time to get cold. To date it has not made it to 0. After some inspection it was discovered the unit will not go into high speed so freon could not be added. This has cost me money because I am unable to accommodate loads which requires the unit to be lower than -10 degrees. In regards to not receiving the trailer I extended the offer on, I was told they sell sister trailers all the time and the VIN number matched what was in the documents. The problem with that is I was never provided the VIN number of the trailer I extended the offer on so I didn't have anything to compare it to. All of this appears to be another form of cat-fishing. I am not sure this is how you are accustomed to doing business, but this is something no one should have to go through considering I have to make over $1,200.00 a month payments.

  Business response

  09/13/2022

  Dear Mr. ********,
  
  We are sorry to hear that your experience with Arrow Truck Sales did not meet your expectations.  Our goal is to fully meet or exceed all customers’ expectations.  On the refrigerated trailer in question, we believe the unit is working as designed, but also appreciate that there is clearly a difference in performance expectations.  For this reason, Arrow has already communicated that we are willing to repurchase the trailer and help you locate a different trailer that will better serve your needs, should you choose to do so.  Please continue your communications with the Arrow Branch Manager, if you choose to exercise that option.

  
  Best regards,
  Arrow Truck Sales

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Kenworth T680 from Arrow Truck Sales. I picked it up on 2 August 2022 from the Stratford Mo facility. The truck is defective. The next day after arriving in Indianapolis, Indiana I started the truck and saw 2 engine lights on. The clutch failed to engage. After working with the Cincinnati office, I was able to get the truck in gear. When I started driving the truck to ******** ************ **** service shop the steering was not operating properly. The truck has been in the shop for the past 22 days. Despite having a 90 day warranty from Arrow an extended warranty through ***, I have received no effort to resolve my situation. Instead I have been left to lose $1,000.00 a day now equaling $22,000.00. I am requesting an immediate complete refund. Please assist me with this matter.

  Business response

  09/02/2022

  Dear Mr. *****,
  
  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 warranties or protections plans that may apply.  We understand that you are currently working with both Arrow and ******** ***** ********** employees to resolve this issue, and it is our sincere desire to help facilitate as quick of a resolution as possible.  If you have any further questions or concerns, please route your related questions or concerns to our Customer Service / Warranty department, which can be reached at ************* ****** ***  
  

  Best regards,

  Arrow Truck Sales

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used semi truck from Arrow Truck Dales on August 4th, drove it home 4 hours away. Parked it for it to start work on Monday August 8th. I went to work with the truck August 8th, drove to Tulare Ca, from Santa Paula Ca. A 3 hour drive. The truck was running hot. It was 5 am when I was driving it. A nice cool morning. No reason for it to be running hot. Got to my destination by 8 am. Sat at my pickup point till 12 pm got loaded and proceeded to drive to Port Hueneme Ca to drop off trailer. On the way the truck was still running hot, stopped 2 times to add coolant. About half way the truck started showing coeds on the dash. The check engine light came on and stayed on. The screen started showing fuel in the engine oil. The truck was loosing power. I called the dealership and told my salesman what was going on. He said he really couldn’t do anything. But he then stated for me to call the National Truck Protection. Who my warranty is thru. So the truck is getting fixed thru the warranty. But problem is HOW DID THE DEALERSHIP SELL THIS TRUCK WITH OUT INSPECTING IT.So it turns out the truck has a broken head, radiator, hoses, and other components. I’m out of work for 2 weeks or longer. The truck was never inspected. This is wrong.

  Business response

  08/26/2022

  Dear Mr. ********,
  
  I am 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 warranties or protections plans that may apply.  It is our understanding that you purchased a warranty through National Truck Protection, that the truck repairs have been authorized under warranty, and that your truck is currently being repaired.  It is our sincere desire to help facilitate a quick resolution to this issue.  If you have any further questions or concerns, please route your related questions or concerns to our Customer Service / Warranty department, which can be reached at ************* ****** ***  **** ******** ***** ***** ***** 

  Customer response

  09/23/2022

  ********** ********
  
  I am rejecting this response because: The truck did not have effiecent time to be inspected. This issue with the truck has ruined my lively hood. I am broke due to the truck being in the shop. I have NO money to pay my bills, purchase food for my family. I have even lost my insurance for my truck. This truck was my only way of making a living. I am a 18 year military veteran, I would not want this for you or any of your employees, to worry everyday of a expensive purchase. My family and I are about to be homeless due to the fact I do not have money to run this truck to make a pay check. I have lost everything due to purchasing this truck from your dealership. 
  
  ******** ****** ********

  Customer response

  11/03/2022

  Purchased a 2016 International Prostar from Arrow Truck Sales of Fresno, on Aug 5th 2022. On the way home truck started over heating and making grinding noises. At this point I was about 2.5 hours away from the dealership. I called the dealership and told my salesman what was going on, he stated for me to call the warranty company. I did and we worked out for it to get fixed by my mechanic, ******* radiator Shop. Truck took 1 month to fix the blown head and gasket. Day of being released took the truck to pickup a loaded trailer. The transmission blew and could not be driven. So it went back to the shop. ******* Radiator could not fix it completely. So now for a few weeks it has been sitting at there shop awaiting to workout an issue of outsourcing help to get the transmission fixed. I have owned this truck for 2 months now and not been able to work it and make a living for myself. I have no income with this truck being broken down. I’m about to loose my house, my vehicles. My car insurance and truck insurance has lapsed. My house bills are 2 months late. Arrow truck sales sold me a bad truck. All I want is a truck that works. I have contacted a lawyer and will proceed to move to judicial proceedings . I just want to fix this problem simply . I am a dual veteran from the Marines and Army of 18 years. Just trying to make a living, but this truck sales company is making it really hard. I just want a working truck!!!! That is not too much to ask for. I’m f they would have inspected this truck before putting it up for sale this would not have happened. There last comment they stated that this happens, yes I could see a month or 2 from leaving the lot. But this has gone on since the day of purchase. And it’s not getting easier.

  Business response

  12/02/2022

  Dear Mr. ********,

  
  Since our previous correspondence on October 3, we understand that your truck has experienced further transmission problems and that a transmission replacement has now been approved under warranty.  We are sympathetic to your situation, understanding that this truck is critical to your business.  We sincerely hope this replacement is the last step to getting your truck back on the road.  Should you have any further questions or concerns, please call our ******** ******* * ******** ********** ** ************* ****** ***  **** ******** ***** ***** ***** 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a truck on December 1st, It worked well about a week, but started having issues on the first week of January, something minor and I fixed it. It's april and those minor issues started to pile up, such as sensors randomly stopped working or AC working intermittent. Now to make it worse a hose of the turbo exploded. Apparently I got sold a malfunctioning truck even though it passed "their inspection" Need help as fixing costs insane for a truck that was "guaranteed".

  Business response

  04/14/2022

  Dear Mr. *****,
  
  I am sorry to hear that your experience with Arrow Truck Sales did not meet your expectations.  All of our trucks are reconditioned and pass *** 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 warranties or protections plans that may apply.  Please route your related questions or concerns to our Customer Service / Warranty department, which can be reached at ************, option #4.  Through our warranty administration process, I am confident we can help you navigate your truck’s coverages to arrive at the best possible solution to your situation.

  
  Best regards,

  
  Arrow Truck Sales

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am BEYOND furious with this company!!! Now looking back on some of the reviews I should have known better! It hasn’t been a whole month yet and I’ve had nothing but issues with this truck. They said the truck was DOT but that has to be a lie! The warranty is trash, I called to file a claim and was told my issue is not covered which is impacting my business to generate revenue. We spoke with ***** on Sunday 3/27/222 and he told us that he would handle the issue because he knows he can’t sell a truck in the condition it was sold and that on Monday(the next day) he’d send out a wrecker to have it towed to Volvo first thing in the morning to have it repaired. Monday morning, we called at 10:30, he didn’t answer and sent a text stating “he can’t talk right now”. Finally spoke with him and asked about the wrecker, he then states he doesn’t have one available and that he never stated a exact time, he only said in the morning. How stupid does that sound! He specially said first thing in the morning, but still didn’t have the decency to call and let us know he didn’t have one. They hound you to post good reviews but they only care about making sales and the actual customers ! This is not right and I have already started a formal complaint! I will never do business with this company again. My truck has been in the shop since Monday 3/28 and it’s still waiting to be repaired. I called the warranty to get a rental and they told me the issue is not covered. My first payment is in one week and I’ve have had to cancel work numerous of times because of their negligence! I will not never ever recommend this company to anyone!!!!!

  Business response

  04/08/2022

  Dear Ms. ********,
  
  I am sorry to hear that your initial 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.  While major drivetrain-related failures are often covered for a period of time under warranty, many peripheral systems are not covered, as was the case in this instance.  Nevertheless, because we at Arrow Truck Sales pride ourselves in facilitating positive customer outcomes, we invested additional resources to resolve the problem in a prompt manner.  As I understand it, you are now fully satisfied with Arrow’s performance and your specific outcome.  We wish you all the best in your business pursuits.  If you need any further assistance, we encourage you to contact our Customer Service / Warranty department at ************* ****** **.
  

  Best regards,
  Arrow Truck Sales

  Customer response

  04/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** ********

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a truck with Arrow Truck sales in November. I was told the truck needed to have a mirror fixed and go through a DOT inspection before I could pick it up and was assured the truck was in great condition. During the inspection they found a minor oil leak and said it would be fixed. However they had already processed my loan paperwork and the terms were beginning. The salesman told me the paperwork would be reissued when I picked up the truck so that my loan would show a start date upon receiving of the truck. This, of course, was not done and I lost 15 days of my 45 day grace period before my first payment that I could have been making money with the truck. When I spoke with them about this I was told nothing could be done and that I had plenty of time to make my payment. Completely disregarding the lost income because of their unethical business decisions to process my paperwork before I was able to take possession of the truck. After picking up the truck, I began preparing it for work and noticed the quick release valve has a minor air leak. Upon further examination I noticed the valve was completely rusted through and needed to be replaced which I had done on Dec 8. Fast forward a couple more days and the “minor oil leak” has returned and is very noticeable. I will now have to take the truck back to their 3rd party repair shop to be fixed AGAIN which I was told could take a couple days. This company has done nothing to compensate me for my lost wages due to their poor business practices and my business and livelihood are now paying the price for it.

  Business response

  12/17/2021

  Dear Mr. *******,
  
  I am sorry to hear that your experience with Arrow Truck Sales has not met your expectations.  We remain committed to standing behind the terms of sale, including our 90-day Confidence Plus warranty.  Please continue to route your related questions and concerns to our Customer Service / Warranty department, which can be reached at ************* ****** **.  Through our warranty administration process, I am confident we can help you navigate your truck’s coverages to arrive at the best possible solution to your situation.

  
  Thank you,

  
  Arrow Truck Sales

*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. ↩