ComplaintsforRocky Mountain Truck Centers

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my deep frustration and disappointment regarding the service I received from your company. After contacting you on September 30, 2024, I was informed of your fees, including the two-hour minimum labor charge, which I promptly paid. I clearly communicated the issue with my truck and what needed to be done.Later, you informed me that it would be after 9 am before you could source the necessary part from a shop. However, after you were unable to locate the part, I took the initiative to find a shop that had the part available and promptly informed your team. I was in contact with *****, who provided me with an invoice covering the part, labor, and taxes, which I ******* was only after I made the payment that I noticed a $700 discrepancy in the part pricing compared to the quote I received directly from the shop. I find this completely unacceptable. There is no justification for this extreme markup, and it feels as though Ive been taken advantage of.I am beyond frustrated and shocked by the service I have received from your company. After purchasing the part a turbofor my truck, the technician finally came out, only to inform me that the turbo wasnt even bad and that the issue was simply a matter of replacing the clamps. This was completely unexpected and frustrating, as I had already paid for the ******* add insult to injury, the technician then told me that I owed an additional $1,800. Are you seriously telling me that Ive now paid nearly $5,000 for someone to drive 2.5 hours to pick up a part that wasnt even needed, and to change a clamp? This is nothing short of price gouging and I find it absolutely unacceptable.I expect a prompt explanation for this discrepancy, as well as a refund of the excess amount I was charged for the part. As a customer, I trusted your company to provide fair and honest service, and this experience has left me feeling completely unsatisfied.

  Business response

  10/01/2024

   

  Ashley,

  Can you please give me the work order or invoice number in question, the name the work order was opened under, and where the work was done.  I'm not finding anything under your name and we have 10 locations.  

  I will investigate this promptly.

  Best regards,  Tony Downs

  Customer response

  10/01/2024

  Complaint: 22362788
  
  I am rejecting this response because:
  

  work order #10301 for the Greenville, TN location.
  
  Also, point #3 on your invoice clearly states, “If an estimate is provided, the customer will not be charged more than the estimate price approved by the customer.” However, this was not honored in my case. The final amount charged exceeded the estimate I had previously approved, which is both disappointing and misleading.
  
  Additionally, there was misinformation given about the time it took for your technician to reach my location. I was told it took 3 hours one way, but Afton is only 21 miles away from Greenville, TN, making the reported time inaccurate.

  Unfortunately, these are just a few examples of the many issues I faced throughout this process. There were multiple instances of misinformation, poor communication, and unprofessionalism from your team, and the entire experience has left me feeling deceived and dissatisfied.
  
  **Added additional information due to not enough characters on the original complaint***
  

  Regards,
  
  Ashley Turner

  Business response

  10/09/2024

  I have thuroughly investigated this complaint.  The customer called requesting we bring out a turbocharger for their truck.  We urged the customer to allow us to come out and diagnose the problem, since it might not need the turbo, but they insisted we bring out a turbo. Please keep in mind, this is Eastern Tennessee in the aftermath of huricane Helene in very difficult conditions. We found the turbo, the cusomter authorized it's purchase and the price of $1,777.78 and I have attached a recording of the phone call where the customer authorized it. What would have normally been a 5 hour round trip turned in to 7 hours because of the very dangerous conditions in the wake of he hurricane.

  When we made it on-scene with the turbo, we inspected the turbo on the truck and found it did not need to be replaced.  It only needed the turbo clamp and we repalced it.  The customer took the new turbo with them.

  This would have been far less expensive and would have taken a fraction of the time and expense if the cusotmer would have followed our advice and allowed us to diagnose the problem prior ro procurring the turbo.

  Best regards,

  Tony Downs

  Customer response

  10/10/2024

  Complaint: 22362788
  
  I am rejecting this response because:
  
  What about all the other calls? 
  
  First, let’s address the part cost. Initially, I thought the part would cost around $1,000 bc I’m the one that sourced and found the part so I knew the cost. only for it to skyrocket to nearly $1,800. This is after we informed you where to source the part from. Then, when we followed up, Emily told us that the labor was supposedly included in this inflated cost—another inconsistency. Yes, the part was taken , why would allow you to take it back just to say the labor cost ate up the price and there would be no refund! At no point were the costs spelled out clearly, and every time we asked for a breakdown, we were told that your company “doesn’t break things down.” That is completely unacceptable and ridiculous.
  

  Your mechanic didn’t take nearly the time you claimed. We were told by your rep that it took him 3 hours to get to the truck from the shop he left from and another 3 hours to return back to shop once he was done . That’s clearly false—your own mechanic admitted he was right near Greenville, and even if he wasn’t, Afton is only 21 miles from there. So why are we being told one thing and charged for something else?
  
  In the call, Your rep also mentioned we were charged about 2 hours travel time each way , but your team never once advised us of the additional charges beforehand, as your contract states under Section 3 ““If an estimate is provided, the customer will not be charged more than the estimate price approved by the customer.” Yet, I was charged more than the agreed estimate without any prior notice or approval. This is completely unacceptable.

  It’s clear now that your company’s approach is to give one price and then tack on unexpected costs later. I’ve read the other complaints with the BBB, and this seems to be a recurring issue.
  
  You’re taking advantage of customers in this smaller town due to it being limited options for mobile diesel mechanics. This isn’t just poor service—it feels like exploitation. It’s time for your practices to be thoroughly investigated.
  
  Regards,
  
  Ashley Turner

  Business response

  10/10/2024

  My final word on this is that if you had just let us come out and diagnose the problem, as we urged you to do, the repair would have been quick and far less expensive. Roadside repair is always time and materials. It is an industry standard. 

  Best wishes, Tony Downs

  Customer response

  10/10/2024

  Complaint: 22362788
  
  I am rejecting this response because:
  
  

  
  First and foremost, the additional charges that were applied after the service was rendered were never disclosed to me beforehand, despite your company’s claims “If an estimate is provided (which it was and paid), the customer will not be charged more than the estimate price approved by the customer( we where charged an additional $1600 that was not approved but forced to pay)”. Your failure to properly communicate them until after the fact is a blatant breach of your obligations. You did not uphold your end of the agreement.
  
  You have repeated neglect to address this issue. I have seen numerous complaints through the Better Business Bureau (BBB) and online reviews that mention similar experiences, which further validates my concerns. It seems this is not an isolated incident but rather a common practice by your company.
  
  I understand that there are labor and material costs involved, but jacking up prices and dishonestly inflating the time it took to complete the job is fraudulent and unethical. This is a serious issue, and I am now considering legal action if this matter is not resolved fairly and promptly.
  
  This entire experience has been frustrating and disappointing, and your response thus far has done nothing to address the problem. I expect a formal resolution to this issue as soon as possible.
  
  Please note that I will not hesitate to escalate this further, including involving my lawyer, if necessary.
  
  Have a good day, although I must say that your handling of this situation has been anything but helpful.
  
  Regards,

  Ashley Turner

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My rv broke down and I called Rocky Mountain Truck Services to come out and change the fuel filters. I called at 9am on 6/12/24. The local mechanic was contacted by dispatch at 12:47 pm. The mechanic was at his shop 8 miles (11 minutes )from our location and showed up at 1:40 pm that same day. He finished the repairs 3:20pm. When we called the dispatch to pay our bill , we were charged for 9 hours of labor plus parts that were not used. The mechanic explained the mistake to dispatch, but to no avail. The young lady responded by telling me to pay the invoice as is or it would double for the time the mechanic sat waiting. She added, if that wasn't paid, she would detain us and tow my rig for stolen services. I made an event report to the local sheriff's office. The next dispatch person said they would bargain with us and only charge $900. We ended up paying for parts and 3 hours($874.39) just to leave. The work was finished at 3:20pm but we weren't free to leave until almost 5:30pm. We were literally threatened and strong armed by this company. When we told the final representative about the threats, they said they were sorry but I hardly find that comforting! I would like a partial refund. I was threatened and terrorized by this company.

  Business response

  07/25/2024

  The sensational statements made by this customer are simply not true.  In good faith, we refunded the entirety of the labor for this roadside repair. 

  I hope this will resolve the issue. 

  Best Regards,

  *******************;

  Director of Change Management

  Customer response

  07/25/2024

  Complaint: 21841817
  
  I am rejecting this response because: there was absolutely no refund of any kind AND I 100% stand by my original complaint! The absolute audacity of this so-called " business" is beyond anything I've ever seen or heard of!
  
  Regards,
  
  *************************

  Business response

  08/19/2024

  ***************, 

  We did refund you $406.30 off of the original invoice for $1290.40, and that's the extent of what we are going to do.  

  Best regards,  *******************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this place because it was 8 miles away from us. I was told on the phone that they charge $99 fee, plus $195 an hour and $1.50 per mile. The woman said, "Hurry up and sign the permission online via text and dispatch him right out, its only 8 miles". So in my rush to deal with our broke down diesel motor home because the fees sounded fair, I signed in a rush. The guy took over an hour to arrive. I had to call and they acted like he was missing at first and then she said he wa s at another job. Finally he arrived after over an hour and quickly diagnosed the problem was the fuel pump but he couldn't do it. I was told to call the # again to talk with ******** about the rate. Which was ******!!! I was expecting closer to $320 because he was here one hour. When questioned, ******** became nasty and barely would let me talk. I has to tell her 4 times to let me talk. Finally, she blurted out it was in the agreement there was a 2 hour minimum and snarkly said, "and you signed it". The whole experience felt like a scam by a "mobile repair service". They should have to disclose verbally that there is $99 fee plus a $390 fee for up to 2 hours and a $195 fee after that. I saw other complaints about them doing this to others, after the fact. They were zero help fir $******

  Business response

  06/28/2024

  In response to your complaint, our technician arrived on scene and performed a diagnosis of why your motor home wouldn't start.  He suspected low fuel pressure, checked the fuel system and found that the water seperator had metal shards in it, indicating that a failure of the fuel pump had most likely occured, contaminating the fuel system.  At this time, knowing that the fuel pump would need to be replaced and the entire fuel system would need to be flushed to do a proper repair, he suggeted the motor home be towed to our shop where these repairs could be done safely and completely.  This repair cannot be performed roadside.  It requires facilities to flush and safely dispose of the contaminated fuel, and possibly, draining and cleaning the fuel tank, depending on the extent of the contamination. 

  Not every repair con be done in the field.  Some require the equipment and facilities only available in a properly equipped repair facility, and this was the case with this motor home. 

  The 2 hour minimum is clearly stated on the work order authroization, just above ********************* signature, and I've attached that document to our response. 

  I'm sorry we where not able to perform a quick roadside repair to get you going.  It just wasn't possible in this case. We where happy to complete this repair, but towing it to our shop was not approved by the customer.   

  Best Regards,

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

  Director of Customer Relations

  Customer response

  06/28/2024

  After I sent this complaint, our motorhome was correctly diagnosed as the Electronic Control Module (ECM). I had questioned the service tech about this exact issue and he completely ignored me. He said it was the fuel pump. But without the engine runnning he couldn't of known if it was working or not. He SHOULD of connected a computer to the engine code readouts and he would of found this out in 5 minutes. I had specifically  asked the lady on the phone if they worked on CAT engines and she said yes. She did offer to tow me to their "shop" but said it would be 3 hours before a tow truck would arrive and I'm sure that would of been a fiasco too.

  We have driven over 5000 miles since he claimed we had a bad fuel pump.

  Thank you *****************

  Business response

  07/25/2024

  I've attached pictures o the fuel contamination and metal in the fuel system that indicated a fuel pump failure to our technician.  We did not get the opportunity to diagnose the problem further as the customer would not accept our recommendation to have the motor home towed to our shop.  

  Customer response

  07/25/2024

  Complaint: 21749608
  
  I am rejecting this response because:

  They may have pictures, but there was nothing wrong with the fuel pump. A mobile technician should have the ability to tap into the on board computer and he would of known it was the *** , Electronic Control Module.

  The offer to tow me to their shop was absurd. She told me the tow truck was in ******, ********, over 3 hours from ********, **. Plus, when I asked about the timing for the repair, she said "I don't  know about that, I just need you to pay this bill now." Once the unfair price was disclosed, I wouldn't of wanted them to touch my motorhome anyway! And my instinct was right! They misdiagnosed the problem and it turned out to be exactly what I asked the tech about as soon as he arrived,  which he refused to acknowledge as a potential issue. The electronic control module (***). 

  The company that fixed it found zero wrong with the fuel pump. 

  The woman on the phone just kept demanding the money, telling me she would put a lien on my motorhome. I had to repeatedly ask her to stop talking so I could speak. She was very unprofessional and obviously this is her job to verbally lie about the costs, pressure you to sign quickly and then bully people into paying.

  Why would I want to do anymore business with them? It is just absurd that the tow was offered from 3 hours away. 

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

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I trust this message finds you well. I am writing to express my dissatisfaction with the roadside assistance service provided by Rocky Mountain Truck Center on October 17th, 2023. The incident involved one of my trucks located approximately ***** miles away from your facility.Upon contacting your establishment, I requested assistance for a driver who had run out of fuel. The initial response indicated that a service technician would be dispatched within the next 2 hours. During my conversation with your advisor, I was informed of the necessity to authorize fuel at a rate of $5.15 per gallon, in addition to a service fee for dispatching a truck.Upon the technician's arrival, 10 gallons of diesel were dispensed in an attempt to restart the truck, which proved unsuccessful. Subsequently, I was informed that additional fuel was required. Despite my suggestion to procure fuel from the nearest gas station, the technician returned to your facility for additional fuel, totaling 15 gallons.Upon the second attempt, the truck remained inoperative, prompting the advisor to suggest involving a more experienced technician with a scan tool. At this point, I was requested to settle the invoice, which unexpectedly reflected a fuel charge of $7.41 per gallon, contrary to the initially quoted rate of $5.15. I complied with the payment, amounting to $1613.35, despite the truck remaining nonfunctional.The following day, seeking a second opinion, I engaged another service provider who promptly identified a cracked fuel cap, presumably damaged during the previous service call. The cap was subsequently replaced, resolving the issue.My attempts to address this matter over the past month have been met with a lack of resolution and what appears to be a considerable degree of evasion. I am disappointed by the discrepancy in the initially quoted fuel price, the failure to diagnose the issue, and the subsequent inconvenience caused and also damage to the fuel filter housing from the result of the technician coming to attempt the repair.I kindly request your immediate attention to this matter and a prompt resolution. I am hopeful that we can rectify this situation amicably and restore confidence in the service standards of Rocky Mountain Truck Center.Thank you for your prompt attention to this matter.

  Business response

  01/08/2024

  Hi *********************,

  
  I hope things are going well for you. With respect to our response on 10/17/2023 for your truck that
  was out of fuel. We will certainly refund the difference in the $5.15 per gallon you where quoted and
  the $7.41 we changed for your fuel. We dont have any way of knowing if the fuel filter housing cover
  was cracked by **************, but, out of good faith we will pay for that part also.
  That will be a refund of $145.73 for the filter housing cover and $35.10 for the difference in the fuel cost
  for a total refund of $180.83. I can process that refund right away for you.

  
  Best Regards,
  *******************
  Customer Relations Manager

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a ********* based trucking company that had a driver use this repair company to come out to a loading dock in ******** ** to look at a refrigeration unit of ours that wouldn't start. I think in my professional opinion (18 yrs) in trucking, that the unit only needed a jump start but Rocky mountain told us that it was completely froze up and needed to be taken back to their facility to be defrosted. So our driver followed the tech back to their shop and they began work the next morning on December 20th 2022. They supposedly defrosted it and put a new battery in the unit at this visit. Our driver got it out of their shop and it quit running before he got back on the interstate. He should have went back but he continued on to the certified ******* dealer in **** ***** the same day and they stated the belts were not on the pulleys and that Rocky Mountain had sent it out like that. After the driver returned home to our terminal I received the receipts and called out to Rocky Mountain and spoke with their service manager Derek. He immediately got defensive on the phone and said they wouldn't have taken the belts off and said that they didn't defrost anything and had just put a battery in it. We received a bill for 1,155.15 for these services preformed by Rocky Mountain and I believe the belts were intentionally taken off of it to make the unit not run and to give us a higher repair bill. When I asked Derek what we were going to do about the bill as I now had two repair bills on the same unit he said he was going to speak with the tech and call me back. Needless to say he never called me back. These units do not freeze up like that. They are designed to run outside in the roughest of elements and it was only 25 degrees outside. Far from extreme cold. It needed a battery or a jump start and we ended up with a quite high repair bill and ended up having to go to another shop to get it fixed correctly.

  Business response

  02/13/2023

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

  In response to your complaint.  As requested, we went out on the evening 12/19/22 to address the complaint that the refrigeration unit will not start.  The low that evening was -8 deg and the high the next day only reached 11 deg.  It was a 77 mile round trip for this roadside service. We found the unit, including the battery encased in ice.  Since the temps where below zero, the unit needed to be brought inside to that before it could be diagnosed and repaired.  
  
  The customer brought the unit to our shop and it was defrosted.  We then load tested the battery, found it to need replacement and we did that replacement.  We then started and ran the unit.  At no time did we remove, loosen, or otherwise touch the belts.  
  
  This is the extent of our involvement, but if the unit really did fail as soon as it left our shop, we would have gladly responded to see what needed further attention.
  
  We did not get that opportunity.
  
  Best regards,
  Tony D****
  Director of Change Management and Employee Development
  ************  *************************** 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted Rocky Mountain Truck Center for mobile inspection. Asked for a price beforehand - they said it would be $145 per hour and $1.5 per mile to get to us and leave when finished which was 106 miles. When the troubleshooting was done, they decided they needed to do a regen which takes about 45 minutes. It stated the DEF fluid should be replaced. When our driver spoke with the representative to schedule he explained the problem was with the DEF. Although the mobile repair did not come with DEF fluid and left to drive all the way back to get DEF and drive back to us. This doubled the mileage and added 2 hours to the time. The company said we should refill the DEF which was fine as I assumed they had it on hand as it is a very common fluid that would be needed for any problem regarding the DEF. They did not state he would leave for hours due to not coming with the most obvious fluid needed for a DEF problem. We should have not been charged this mileage or time for the repair person not bringing this. In addition to that they billed me a $299 forced regen fee which was not agreed to. The services performed if done by any knowledgeable mechanic would have taken a max of 3 hours. So I contacted Rocky Mountain Truck Center again, for a resolution. I was given the runaround, and could never get in contact with the number they provided me with when I told them they are not billing me how I should be billed. Additionally, the lights came back on in the next 2 hours of the drive which is currently at another mechanic. Because we are far away from the Rocky Mountains, I suggest the resolution that we only charged for the time the mechanic actually was there- not him forgetting a very common fluid needed and having to drive all the way back and fourth spending 2 hours and doubling the mileage and that the regen computer fee we were not informed the price or that there was a cost, to be refunded. As a typically regen is free, we did not agree to another type of regen.

  Business response

  12/12/2022

  Mr. *******,
  In regards to the roadside repair of your **** F750 on 7/27/2022.  I do understand that the repair was probably more expensive than you would have liked, or probably anticipated.  Your truck was more than 100 miles, round trip, from our shop.  After diagnosing the problem we did have to return to our shop for fresh DEF Fluid since we do not keep enough DEF fluid on our trucks to do a complete tank drain and refill.  We simply can't stock enough fluidson the truck for all contingencies, such as that total DEF Fluid replacement, or a complete replacement of the coolant or engine oil.  It's just not possible, and in this case we had to return for the DEF fluid.  It did add significant time and cost to your repair, but the alternative was to have your truck towed in to our shop and that would have been significantly more expensive than returning for the fluid.  I'm including the repair notes from the work order.  We followed the process in the troubleshooting guidelines for your make and model truck and when we completed the repair, there where no further fault codes.  
  
  Tech arrived on scene and inspected unit. Tech hooked up computer & pulled three active codes. These code were: 3582 SCR
  Catalyst Aftertreatment Conversion Efficiency, 3714 for Engine Protection Torque Reduction (DRATE), 3712 Aftertreatment SER
  Inducement System. The inactive code was 3497 for DEF Aftertreatment Tank Level, Data Valid but Below operational range. The
  three active codes required a regen to be ran on this unit. Tech put unit into regen. After regen, code 3543 popped & this was Nox
  limit exceeded due to poor DEF quality. After this, DEF fluid was tested & this tested bad. Tech advised of DEF tank drain & refill.
  Tech returned to shop for supplies to do this. Tech drained and refilled def. Tech also performed a Doser Valve Test because the Unit
  wanted this for the 3543. Tech then reinstalled the Doser valve. After this, Unit required another regen. After regen was successful,
  all codes went away.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Visited Rocky Mountain Truck Center in Eden, ID, walked in and asked them to troubleshoot our truck batteries. It was not a roadside repair. Asked for a price beforehand - they said it would be $140 for an hour since it would be outside of normal hours. When the troubleshooting was done, they responded that 3 out of the 4 were bad and needed to be replaced. Even though they are only half a year old! So I ended up purchasing 4 new batteries from them for an agreed $119 each. In addition to that they billed me a $380.93 unspecified fee, assumably for the troubleshooting labor that was agreed upon, and "miscellaneous charges" of $80.68. But luckily I asked them to get the old batteries back. A week later I had them tested by a third party, ********. ******** have a battery condition tester, which is the appropriate equipment to test this. It shows that all the batteries are in fact in good condition. I have the printouts from the condition testers to upload on request. So I contacted Rocky Mountain Truck Center again, for a resolution. I was given the run around, had to call the national office, and my attempts at contacting them ended with someone who would get back to me but didnt. Because we are far away from the Rocky Mountains, I suggest the resolution that we keep the new batteries even though we did not really need them, but I ask for a refund of ALL the other fees billed, minus one hour of labor @ $140 and applicable taxes.

  Business response

  09/07/2022

  Hello, We have spoken with the customer and issued a refund for the agreed upon amount. At this time we are only waiting for the customer to also post a response here when the credit is received. 

  Customer response

  09/26/2022

  I did receive a check from the company. I received it 3 days ago and I cashed it just now, today.
  Because of the fact that I promised the company to mark the dispute as resolved as soon as the check arrived; is there still a way I can do that, please?
  Best regards,
  ***** *********
  ******** ****

*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. ↩