Empire Truck Sales

We first saw this vintage truck on 3/9/with 909,milesWhen we checked the unit the first time, we were looking for a problem that the customer described as happening “ever so often.” During troubleshooting we found a code 39, and an airline feeding the V-Pod had a hole rubbed in itWe replaced the air line, cleared codes and road tested the truck, there were no other occurrences of the problem or a fault code at the time we completed the road test3/15/– 910,miles – The unit returned with logged fault code (not active), we tested all components associated with a code 39, EGR Valve, Delta P, V-Pod, turbo, exhaust manifold, software level and all harnesses and air lines, everything checked out okWe then hooked to loaded trailer and test drove with laptop monitoring the engine, no problem detectedWe advised the customer that with a model truck and fault code there is a chance the problem wouldn’t come back if he replaced all the above components, but there is no way to be certainThere was a claim from the customer that we didn’t warranty the first repairsThe confusion maybe the first repair didn’t fail, we replaced an airline the first time, the second time the airline was doing its job, the warranty would be on the work we completed, diagnostics doesn’t carry a warrantyThere is also a claim from the customer that since he still had a problem we should pay to fix itIn good faith we attempted to help the gentleman identify his problem, he choose not to proceed with the final repair solution we suggestedWe empathize with the gentleman but we will not take responsibility for his intermittent problem

I called auto because they advertise working with poor creditI knew through the bank my score was up from a mid to a mid over months of working on itI was told by the salesman that the sales manager Shawn said he was sure we had something and requested pay stub, references, etc I talked to Shawn later that day where I was told to give him a day or two towork on this That conversation happened on Wednesday, I spoke with a friend at my bank Friday that informed me my credit had been ran multiple times and dropped my score points back into the 400's Obviously a little annoyed I call Shawn Saturday morning where I was greeted by him having no clue who I wasI listened to him fumble trying to figure out who I was, then trying to pretend like he knew the entire time just fought him off guardI informed him about the credit problem where he claimed wouldn't of hurt my credit that bad He then informed me he was positive we had something he just had to wait on the bankI then responded that he had until Monday and I was going to figure out other optionsMonday comes and goes no call so I sent another routeAlmost weeks later still no call and I get a credit alert that my information had been ran again knocking my score further I called Shawn again and he immediately tells me he's working on my deal and that we were stuck ( mostly because they dropped my score almost points)If you have poor credit do not waste your time, honestly if you have good credit don't waste your timeI've worked in sales for years and Shawn was horrible to work with

Re: Complaint ID [redacted]   This is in Response to the letter dated November 2, 2017 regarding complaint ID [redacted] describing this customer’s experience with our service department. Customer feedback is the true measure of our success, or lack thereof, and this critical feedback will help to...

improve our department.   This customer came in with an active code for the intake pressure sensor circuit and several other inactive codes.  The customer’s complaint was for low power which this code can cause. Upon hearing the complete story, and agreeing that customer was overcharged, Empire Trucks Sales, LLC has reached a mutually satisfactory agreement with the customer.   We have built our business this past 34 years on communications, timely repairs and leaving our customers with a feeling of confidence in our business. These are our top priorities and customer feedback assists us in meeting our customers’ expectations.

With a breakdown in communication the burden falls on Empire Truck Sales as the service provider to ensure the customer understands details of the repairs we provide. Only one piece of the original quote changed, the emissions portion that couldn’t be properly diagnosed until the first repair...

operations were complete, all repairs we delivered as quoted.  Unfortunately just because we are open extended hours doesn’t always equate to working on a single unit around the clock, it is safer and more efficient to, when possible, keep the same technician on the same repair. Empire will extend a sincere apology and wish [redacted] the very best in the future.

We first saw this vintage truck on 3/9/2018 with 909,461 miles. When we checked the unit the first time, we were looking for a problem that the customer described as happening “ever so often.” During normal troubleshooting we found a code 39, and an airline feeding the V-Pod had a hole rubbed in...

it. We replaced the air line, cleared codes and road tested the truck, there were no other occurrences of the problem or a fault code at the time we completed the road test. 3/15/2018 – 910,006 miles – The unit returned with logged fault code 39 (not active), we tested all components associated with a code 39, EGR Valve, Delta P, V-Pod, turbo, exhaust manifold, software level and all harnesses and air lines, everything checked out ok. We then hooked to loaded trailer and test drove with laptop monitoring the engine, no problem detected. We advised the customer that with a 2006 model truck and fault code 39 there is a chance the problem wouldn’t come back if he replaced all the above components, but there is no way to be certain. There was a claim from the customer that we didn’t warranty the first repairs. The confusion maybe the first repair didn’t fail, we replaced an airline the first time, the second time the airline was doing its job, the warranty would be on the work we completed, diagnostics doesn’t carry a warranty. There is also a claim from the customer that since he still had a problem we should pay to fix it. In good faith we attempted to help the gentleman identify his problem, he choose not to proceed with the final repair solution we suggested. We empathize with the gentleman but we will not take responsibility for his intermittent problem.