2nd-To-None Fleet Service

The customer was towed to our shop initially with the complaint of a coolant leak.  We diagnosed and found that the truck had overheated and scored the pistons and liners and need a complete engine overhaul to fix the problem and get the truck up and running again.  As a certified and...

reputable repair shop we installed OEM factory parts into the engine and had an ASE Master Tech work on the vehicle.  When the truck left our shop it was running in good order.  Six months later we received a call from the company stating that the truck was not working with the same problem "head gasket" issues.  We advised the customer to take it to a CAT Authorized repair facility to have it checked out, because the parts are under warranty for one year.  The customer refused to take the truck to and authorized CAT repair facility for the proper warranty procedures.  The truck is in a shop currently, but the shop has not looked at the truck or even diagnosed the issue that is going on with the vehicle.  There could be a multitude of issues going on but the vehicle either has to come back to our shop or to the nearest CATERPILLAR authorized repair facility.  The shop it is at is not authorized to do warranty work through CAT so they have not looked at the truck.  The customer refuses to go through the proper channels for warranty.  The customer even reversed the credit card charges for the repair bill with us, around $14,000.  So by doing that they have voided all help we can give them for warranty.  We stand behind our work and all of our work is under warranty for one year but the proper warranty procedures have to be followed.  The customer does not seem to understand and will not listen to us when we try to explain that the truck has to go to a CATERPILLAR authorized repair facility and not their friends repair shop in California.  Warranty will be administered once the truck is taken to the proper shop provided that the credit card reversal is taken care of.  I have certifications that we are certified to perform the work and I have proof that the parts were all OEM CAT parts that were installed in the customers truck.  I also have documentation were they reversed the credit card charges. I also have a signed invoice stating the warranty on the work we performed.  The customer is not working with us to go through the proper warranty procedures.  Thank you and I hope that the customer realizes that they have to go through the warranty procedures to get there truck fixed and we are more that willing to help once the credit card charges are taken care of.