ComplaintsforFreightliner Northwest - Pacific
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Complaint Details
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Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On the evening of Friday October 14th 2022 my Good **** Roadside assistance verified that Freightliner Northwest in Pacific, WA would be able to work on my motorhome. I followed the tow truck to their shop and upon arriving went into the service department to explain what the issue was ( the serpentine belt had broke and needed to be replaced). I let the service tech know that my motorhome had a 8.1L gas engine and that the tow truck driver (as per his regulations) had removed the driveline. He proceeded to write up a work order and informed me they would not be able to get an assessment done until Monday, October 17th or Tuesday, October 18th of the following week. I waited until Wednesday, October 19th and called to check on the progress and was informed by an extremely rude receptionist that they do not work on gas engines. When I asked why they had told my roadside assistance they would and then had me fill out a work order saying they would and could the secretary became even more rude, then informed me I had to get it off the property and could not have it worked there, not even to put the driveline back in so it could at least be moved off the property as demanded. I did find a place that could fix it (**************) which was also informed that they could not work on it there and had better get it off the property before close. Good *** roadside would not tow it again as they were told by them (Freightliner Northwest) that they would repair it. This has caused me, through no fault of my own, to incur extra charges getting it moved and repaired. I would like to be reimbursed for the extra charges of $453.00 I incurred because of them excepting the motorhome and then refusing to honor their work order. This amount is above and beyond what it cost to be repaired.Business response
10/25/2022
Hello,
We are sorry to hear you had a negative experience at our location! It sounds like we gave you or Good *** bad information from the beginning for which I am very sorry and can understand your frustration. The individual you worked with was a new employee and made a mistake. We will ensure our team is aware that we are not able to effectively work on vehicles with your engine type moving forward so something like this doesn't happen again.
We would like to cover the tow bill of $453.00, please reach out to ***************************, our Service Manager and he'll arrange the payment with your tow vendor. *****************************************************.
Thank you,
***************************
VP of Service
Customer response
11/04/2022
Complaint ID: ********
I am still waiting for Frieghtliner Norhtwest to follow through. They asked for the invoice showing what costs I had incurred so I immediately sent that to them and have not heard back from them with any kind of response. It appears that they are playing the "ignore it and it will go away game" Please keep this case open as there has not been any resolution.
***************************Customer response
11/07/2022
I did hear from Frieghtliner Northwest and was informed that he has been out of the office
and had not had the chance to check his E-mail. I was asked for my address so that they could
mail a check to cover the inconvenience created by their accepting the job and then not following
through. As soon as I receive the check I will contact you again to change status to a satisfactory
conclusion.
***************************
Customer response
11/18/2022
I would like to Change my complaint from unresolved to Resolved
To my satisfaction. I am pleased with Northwest Freightliners
Response and for settling this complaint. I am glad I did not leave
any bad reviews for them as they have stood behind the resolution
agreed to in the **mail communications we had.
Sincerely
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.