Floyds Truck Center Inc.

Tell us why her 1) We changed the sensor because it was leaking oil2) After we changed the sensor the oil pressure was within OEM specsWe checked it with a manual gauge.3) We have not seen the truck again to verify what the additional problem is.4) If the oil pressure is low and the customer drives the truck and causes damage, we are not liable for damagee

This unit was written up on the morning of 9/19, it had customer complaints of CEL on and loss of power
"">
We express assessed the unit & verified there was coolant in the oil, #cylinder was low on compression and the unit also had EGR codes
We made a preliminary parts list for the #cylinder kit repair and advised we would have to pull the pan & pressurize the cooling system to verify
the extent of damageWe received the okay to pull the pan and adviseWe verified #liner was cracked and all the rod & main bearings needed replaced
The rod and main bearing were in bad shape due to the unit being idled for an extended period with coolant mixed with the oilOur original estimate included the replacement
of all six cylinder kits, pistons & injectorsThis was suggested as it would save the customer money in the long run if another kit failed, as it would then be covered under parts warranty
This estimate was declined & the estimate to replace#liner kit, piston, connecting rod, injector, and exhaust manifold., was authorized and signed on 9/Order parts and had repair completed
on 9/The unit was road tested and we found no problems at that timeDriver came in to pick up the unit on 10/and took unitThey returned that afternoon with unit and advised the engine was
leaking oilWe pulled it right in the shop to pinpoint were the leak was coming fromThe leak appeared to be coming from the rear of the cam frame housing, we then installed tracer dye in the oil
and road tested unit and then went over the rear of the engine with an ultra-violet light to verify where the leak was coming fromAlthough it appeared to be the cam-frame housing, the leak was
actually coming from the head gasket at the rear of engineWe pulled the head and replaced the gasket and had the unit ready to deliver back to the customer on the morning of Oct 8th
The customer was not charged for this repair and we completed it as fast as we could
In reference to the estimate totals that the customer spoke of, this was possibly a misunderstanding on their behalf, as we performed rapid assessment on the unit when it first arrived, and made a
preliminary parts list based on the initial diagnostics, this is give a general idea of what the repair will consist ofThis is to give the customer an idea of approximant time involved with repair*** was
advised that we need to pull the oil pan and inspect the cylinder kits before we could provide a complete estimateWe suggested doing all six cylinder kits, pistons and injectors as the unit was past half
of the engine’s BAlife and most importantly because once the head is off, the additional labor to replace the remaining five cylinders is very cheap in comparison to doing one cylinder kit from scratch
It was also suggested as it would have provided *** with a one year unlimited warranty on all six cylinders*** declined this replacing all six cylinders and opted for the single cylinder repair on number six
The oil leak was our faultWe performed the proper repair by replacing the head gasket and this was done with the highest priority on completion time and it was at zero cost to ***
Please advise with any questions
Thank you,
*** ***
Service Manager
Floyd's Truck Center, Inc
Cheyenne, Wyoming
307-638-

The customer arrived at 3:PM on 10/4/We starting working on the customers unit at 4:pm.Contacted *** with *** ***, advised him the sensor was leaking at the connector, and he gave authorization to change sensor @ 6:pmOil psi was in specifications the entire time we were working on
itWe could never get the oil psi to fall below specificationWe had advised him we were changing it due the fact it was leaking oilI had advised customer that the whole time we were working on it, the oil psi was in Specifications of OEM standardsHe advised me at that time that they were driving the truck, when the oil psi went low after they had left here, around 9psi. I advised him that if he is still driving it, with that low of oil psi he will damage the engineHe stated that he knew that, but they were still driving it. I advised customer I would not refund him since he knew the sensor was leaking, & he had given us the authorization to change it, for the leakIf customer does any damage to engine that will be their responsibility, since abuse is never covered

Complaint: ***
I am rejecting this response because: the seal has no bearing with the end playThe seal only keeps the oil inFloyds keeps going back to the end playThat still implies shoddy workmanship because the preload on the bearing that was installed by Floyds Truck Center wasn't right eitherBecause the preload on the bearing determines the endplayThus it wouldnt have been torqued rightSo not only did the seal not be put in rightThey are also stating that the bearing wasn't installed correctly eitherWe still want them to warranty their work and pay our brake down billThank-you
Regards,
*** ***

This unit was written up on 6/17/at 4:PM.***’s complaint was that his coach was derating with no checkengine light.*** advised that he just left *** *** *** in Denverfor the same problem, Please see their attached invoice (note their
invoiceadvises issues were diagnosed at *** *** ***)We Pulled the coach in at 4:PM on 6/and found unit hadhigh counts of inactive fault codes & 2347, and also had severalinactive counts of code 1943.We went on to *** *** and put the codes in the faultcode analyzer, and the system advised to start with troubleshooting code 2346,as it had the high counts.We opened a session in *** “Expert Diagnostic System”Diagnostic Session ID# ***, and went through the all the verificationstepsThe system advised to replace the Delta Pressure Sensor.The harness connector would not come off the sensor, so we hadto order a sensor with a harnessWe updated *** of our findings up that pointand he authorized replacing the sensor and harness.Our parts department got in contact with *** *** ***and ordered the sensor and harnessWe installed the sensor and harness and ranunit, code came activeWe opened a new session in *** “EDS”Diagnostic session ID# ***.And again followed all of the troubleshooting stepsWe foundthe EGR venture pipe had a crack in itThe venture pipe assembly had asupersession (new style eliminated the part that was cracked) and we had toorder this part from *** *** ***We updated *** and he authorized repairs per estimate (see attached) *** had dropped the coachoff & used the vehicle he was towing to head up to South Dakota.On the 25th of June *** was here waiting on hiscoachThe venture pipe arrived around 11:AM, we installed the venture pipe,cleared codes and took the unit for a road test to confirm repairsThe unitran fine on the road test, but as the technician was pulling into the parkinglot, theCheck engine light came on (code came back active)At thispoint, I had pulled *** into my office and went over every single detail ofwhat he had done before the unit got here, and what the details of the repairswe had performedI then (with *** right next to me) called *** ***
*** Technical support and talked with *** ***, We were on the phonefor over minutes, as we had exhausted all the troubleshooting stepsWetried unplugging the sensor to make sure the ECM would have a voltage highcode, then we jumped the supply and return circuits on the sensor to make surethe ECM would see a voltage low codeBill advised this state of change testtells us that the circuit is good from the delta pressure sensor all the waythrough the ECM and back.At this point *** asked if the unit would make it back toHouston, I advised that the code shouldn’t cause the unit to go into asevere derateI printed all of our troubleshooting and gave *** my card andCell#, and advised him to call me if he had any problems.I then discounted his labor rate, simply because the unit stillhad the intermittent problem with the code, however the unit did have afailed Delta pressure sensor and a cracked EGR venture pipe, that wetroubleshot and replacedI also advised *** if he ran into problems in Houston, to callme as I know the service manager at the *** there and could get himhelp.I received a call from *** at *** *** *** on July10th, he advised that *** *** coach was at their facilityand they had many hours into troubleshooting the code, and had found theharness we had installed was not the correct part number.I advised Him we had contacted *** *** *** for thepart number of the harness and had to order the Delta pressure sensor, theharness, and the venture pipe from them, and also that I had spent a good dealof time on the phone with them when the code popped back up.They made no mention of a supersession in the harness number& the unit passed the state of change test that *** *** advised todo..?I told *** that we would participate in the repair and we paidtheir $bill for the $harness they replacedI advised that Ididn’t understand why they went back over all the troubleshooting, as we hadgiven all those results to *** ***, as well as advising on the repairsthat were done at *** *** *** the same day before it came in to us.Please see all attachedI apologize for the length of thisemail, but with ***, we have to follow their strict guidelines ontroubleshooting.I think it is important to know that both *** *** ***& *** *** *** are franchises that are both owned by the sameentity: *** Inc.Please advise if you have any questions.Best regards,Randy S*Service ManagerFloyds Truck CenterCheyenne, Wyoming307-638-

Complaint: [redacted]
I am rejecting this response because: The fact that the sensor was changed, did not fix the cause of the problem. We came in with a low oil preasure and were told that the problem lies within that presuure sensor that needed to be changed. Of course we gave the OK to do since the dealer told us this is where the problem is. After it has been done,  our driver was under load, so he went on his way at aprox 11pm at night after the dealer said the problem has been fixed. After strating to drive the dealer was already closed and we called back the very next morning with the same issue as previously. I also told the dealer that since they did not diagnose the problem properly and charged us almost $500 for pretty much nothing, if anything was to happen to our motor it would be on them. We still need a full refund because1) I am not even sure that sensor they changed had to be changed or not.2) Same problem still persisted to happen after they said all is good. We have photos with time and date to prove all of this.
Regards,
[redacted]

A seal failure will create endplay in the hub assembly dislodging the seal from the hub.  Seals are installed into the hub with a driver and bottom out once installed.  If the seal was not installed properly there would be an inner spindle failure.  Instead, the customer had an outer spindle failure, which is caused from lack of lube due to the seal failure.  The customer states that “Floyds has copies of this information supplied by [redacted]. It expressly notes that the seal was installed incorrectly”.  The only information we’ve seen from the ** are some pictures and an email stating “he removed the hub he found that the seal was not seated all the way in the hub”.  Again, the seal failure will create endplay in the hub assembly dislodging the seal from the hub.  We’re sorry the customer had this failure, but we do not feel that this is a workmanship issue.

Complaint: [redacted]
 I am rejecting this response because: Floyds Truck Center isn't telling the truth. It was not a seal failure. I am not asking them to warranty the parts merely their work. The seal wasn't pressed in correctly. When the hub was taken off the seal was sticking out. [redacted] sent them pictures as it was taken apart also their findings, that the seal was not installed  correctly resulting in further damage to the hub and axle. On Floyds receipt it notes when they did the original work they had cleaned the axle and put it back together it does not note there was any damage to the axle at that point. Because of the seal not being installed right. It allowed the oil to leak caused harmful wear to the axle and the heat changed the hub shape. Floyds has copies of this information supplied by [redacted]. It expressly notes that the seal was installed incorrectly. If the Revdex.com would like copies of this information would be glad to fax that to them because the receipts are on our truck. As the statement from Floyds Truck Center saying that if the seal had been installed wrong it would of failed within 100 miles is misleading. There are too many variables to list an exact time for failure. It has to do with the road how it was driven how many hours driven and so on and so on.I am still hoping for a resolution. That they honor their 30 day warranty on their labor which is also printed on the receipt and pay our repair bill. Thank-You
Regards,
[redacted]

This unit was written up on 6/17/2015 at 4:05 PM.[redacted]’s complaint was that his coach was derating with no checkengine light.[redacted] advised that he just left [redacted] in Denverfor the same problem, Please see their attached invoice (note their invoiceadvises issues were diagnosed at...

[redacted])We Pulled the coach in at 4:58 PM on 6/17 and found unit hadhigh counts of inactive fault codes 2346 & 2347, and also had severalinactive counts of code 1943.We went on to [redacted] and put the codes in the faultcode analyzer, and the system advised to start with troubleshooting code 2346,as it had the high counts.We opened a session in [redacted] “Expert Diagnostic System”Diagnostic Session ID# [redacted], and went through the all the verificationsteps. The system advised to replace the Delta Pressure Sensor.The harness connector would not come off the sensor, so we hadto order a sensor with a harness. We updated [redacted] of our findings up that pointand he authorized replacing the sensor and harness.Our parts department got in contact with [redacted]and ordered the sensor and harness. We installed the sensor and harness and ranunit, code 2359 came active. We opened a new session in [redacted] “EDS”Diagnostic session ID# [redacted].And again followed all of the troubleshooting steps. We foundthe EGR venture pipe had a crack in it. The venture pipe assembly had asupersession (new style eliminated the part that was cracked) and we had toorder this part from [redacted]. We updated [redacted] and he authorized repairs per estimate (see attached) [redacted] had dropped the coachoff & used the vehicle he was towing to head up to South Dakota.On the 25th of June [redacted] was here waiting on hiscoach. The venture pipe arrived around 11:30 AM, we installed the venture pipe,cleared codes and took the unit for a road test to confirm repairs. The unitran fine on the road test, but as the technician was pulling into the parkinglot, theCheck engine light came on (code 2359 came back active). At thispoint, I had pulled [redacted] into my office and went over every single detail ofwhat he had done before the unit got here, and what the details of the repairswe had performed. I then (with [redacted] right next to me) called [redacted]
[redacted] Technical support and talked with [redacted], We were on the phonefor over 45 minutes, as we had exhausted all the troubleshooting steps. Wetried unplugging the sensor to make sure the ECM would have a voltage highcode, then we jumped the supply and return circuits on the sensor to make surethe ECM would see a voltage low code. Bill advised this state of change testtells us that the circuit is good from the delta pressure sensor all the waythrough the ECM and back.At this point [redacted] asked if the unit would make it back toHouston, I advised that the 2359 code shouldn’t cause the unit to go into asevere derate. I printed all of our troubleshooting and gave [redacted] my card andCell#, and advised him to call me if he had any problems.I then discounted his labor rate, simply because the unit stillhad the intermittent problem with the 2359 code, however the unit did have afailed Delta pressure sensor and a cracked EGR venture pipe, that wetroubleshot and replaced. I also advised [redacted] if he ran into problems in Houston, to callme as I know the service manager at the [redacted] there and could get himhelp.I received a call from [redacted] at [redacted] on July10th, he advised that [redacted] coach was at their facilityand they had many hours into troubleshooting the 2359 code, and had found theharness we had installed was not the correct part number.I advised Him we had contacted [redacted] for thepart number of the harness and had to order the Delta pressure sensor, theharness, and the venture pipe from them, and also that I had spent a good dealof time on the phone with them when the 2359 code popped back up.They made no mention of a supersession in the harness number& the unit passed the state of change test that [redacted] advised todo..?I told [redacted] that we would participate in the repair and we paidtheir $497.66 bill for the $23.15 harness they replaced. I advised that Ididn’t understand why they went back over all the troubleshooting, as we hadgiven all those results to [redacted], as well as advising on the repairsthat were done at [redacted] the same day before it came in to us.Please see all attached. I apologize for the length of thisemail, but with [redacted], we have to follow their strict guidelines ontroubleshooting.I think it is important to know that both [redacted]& [redacted] are franchises that are both owned by the sameentity: [redacted] Inc.Please advise if you have any questions.Best regards,Randy S[redacted]Service ManagerFloyds Truck CenterCheyenne, Wyoming307-638-3911

Customer arrived at Floyd’s with a transmission problem at 11:15 am on 3/30/17.  Within 2 ½ hours we had the truck in the shop and started the diagnostic process. We advised customer of several issues with the truck but felt the issue was in the rear end assembly. We advised the customer that...

the truck would need extended diagnostic time to determine the root cause of the failure. We continued diagnostics on 4/1/17 and advised the customer of our findings. The customer advised that he wanted to provide his own parts for the repair.  We put together several estimates per the customers’ request and had the estimate finalized on 4/3/17 at 8:57am.  The customers supplied parts arrived at our location on 4/13/17.  The repairs were competed and the customer left our facility on 4/14/17. On 4/21/17, the customer called and advised he was broken down. We called the ** in Glendale, KY where the vehicle was broken down and discussed the failure with them.  I spoke with the manager and he thought it was possibly a seal failure, noting that the locking tabs for the jam nut were secure and in place, meaning the bearings were tight and torqued properly, therefore not a workmanship issue. Because parts were not purchased through our location, we called the customer to explain that there was no warranty coverage available. At this time, he stated that the seals were not installed properly. I explained to him that if the parts were not installed properly the seal would have failed within 100 miles. I also explained that when dealing with spindle damage there will be play in the hub and the play will dislodge the seal from the hub We’re sorry the customer had a failure, but we cannot cover parts failures on parts that were not purchased through our store.

Revdex.com:I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted]. I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaint. I have decided to pursue legally or via other avenues. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: We came in with a different issue that was not fixed by charging us close to $500.00. We could not come back to that shop because1) They already missdiagnosed our issue, held us for 7 hours and charged us close to $500 for nothing.2) Driver was under load and load had to be delivered no matter what.3) we went to another shop in chiago and close to $3000 later, the issue was properly resolved. We can provide receipt if necessary.We need our money back for lack of knowledge, misdiagnosis of our truck and loss of time immediately.
Regards,
[redacted]

This issue arose because of a language barrier.  We are currently working with the customer through a third party to resolve the matter.

Complaint: [redacted]
I am rejecting this response because: Floyd's Truck Center provided wrong information to you. They said, " The unit was road tested and we found no problems at that time. Driver came in to pick up the unit on 10/5 and took unit. They returned that afternoon with unit and advised the engine was leaking oil." It is not correct since the truck failed to turn on when my driver was handed the keys, because they left the electrical system on which resulted in a dead battery. Also, oil tank was almost empty. After fixing the dead battery problem, and adding some oil my driver came across another problem, the engine oil was leaking. Yes, they took the "tested" and  "ready to go" unit back to the service and kept another full day. To cover up their mistake, they provided free hotel room for my driver. Next they when they said that truck is ready to go my driver found that it was still leaking. Then they told that him that it was a different problem and in order to inspect it they had to charge him. Now about the time range. they wrote that we declined the estimation. That is not true. Every time they "found" another problem and increased the estimation. We just disagreed about unreasonable labor hours and the delayed time. Every time when ask any explanations we were left with no answers. By the way the person who answered you, probably a manager, whom I tried to reach to talk to, was in vacation entire time (21 days). You can go back and read my letter again. I described everything in details. Can you imagine the big body shop with a lot of mechanics is able to fix the truck within 21 days spending 40 hours (2 hours daily). Because we disagreed about the labor and hours they delayed the work in purpose which resulted us $20,000 claim from the shipper. Who is going to be responsible for this, who is going to be responsible for the work which was not done properly, and why they can allow themselves to be very rude to my driver who doesn't speak English well and to us? Please take care of this since we don't have any other choice rather than  to ask your help.If you need any additional information, my driver has taken some pictures. Thank you.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]