High Gear Truck Repair

Thank you for your letter of September advising a complaint against High Gear Truck Repair (HGTR) and your recognition of two sides to every disputeWe submit the history of this account below:April The customer's vehicle, a *** Truck *** 2500, VA tag: ***, was first brought to
HGTR.Mileage recorded as 220,589.The customer indicated the truck was brought to us because it wouldn't startWe scanned the system for DTCs (Diagnostic Trouble Codes) and found faults for "Pump Circuit and Map Voltage Sensor"A fuel pressure gauge was used to test the pressure manually and we found the pump was producing no fuel pressureWe called the customer advising what we found and received authorization to replace the fuel injection pumpThe mechanic's notes were as follows:"Replace fuel injection pump with newRemoved faulty lift pump and installed new fuel water separation system on truck, Mounted pump to truck and installed new hoses for fuelBled out fuel system and started truckTook truck for test drive to check for proper operationUpon return to HGTR, shut off and restarted multiple times with no issuesHad to put fuel in truck before test drive due to the fuel level was low".An invoice, #***, was presented to customer for $4,199,74-paid in full,Jule The Customer's vehicle was brought back to HGTR, Mileage recorded as 226,654,The customer indicated the truck was towed to us because it died while in operationWe scanned the System and found a fault for low voltage from lift pumpWe checked the connections at the fuel lift pump and found both negative battery terminals broken which is where the *** grounds and it was determined it was not grounded properly, Since main ground at battery was not good we determined the whole frame needed better groundThe mechanics notes were as follows: "Removed both bad battery terminals and soldered in two new terminals, Removed ground cable end and replaced both with new, Replaced both fuel filters with new per customer's requestCleared out fault in system and took truck for test drive to check for proper operationNoticed fuel level on gauge fluctuating up and downThis was communicated to the custorner vertially and customer elected to not replace fuelgauge at this timePut in gallons of diesel fuel and took for multiple test drives - no issues with truck shutting off again."An invoice, #***, was presented to customer for $409.77-paid in fullAugust The customer's vehicle was brought back to HGTR, Mileage recorded as 230,915.The customer indicated the truck shut off and would not restartWe scanned the system and found no fault CodesHowever, we found no fuel coming out of the pump, Pump was removed and sent out to manufacturer for Warranty issuedManufacturer advised the fuel temperature sensor was faultyManufacturer replaced the sensor and sent the pump back to usFuel injection pump reinstalled on truck and we replaced both fuel filters with no charge to customerTruck was taken on test drive with no issues reportedCustomer came to pick up the truck and found check engine light on and left truckThe mechanic's notes are as follows:"Vehicle was scanned and found Map Sensor Code issueCheck map sensor and found it working correctly, However, found customer had an aftermarket device plugged into map sensor harnessDisconnected the aftermarket device and cleared out the fault in the systemTook truck for test drive and check engine light did not come back onHooked scan tool back up and checked system, Code for map sensor did not come back on."An invoice, ***, was presented to customer at no charge(Please note both scan times were not charged, and new fuel filter and fuel water separator were installed at no charge.)August The customer's vehicle was brought back to HGTRMileage recorded as 230,955.The customer indicated the truck cut off at a stoplight and would not restartWe scanned the system and found no faultsWe checked all wiring powers and grounds to lift pump and *** systemAll checked ok, We hooked up a manual fuel pressure gauge to lift pump and found only PSI, should be at PSI*** pump operating, but not as it shouldWe removed fuel tank support straps and removed fuel tank from truckFound truck had run out of fuell Checked fuel gauge and it registered at half of a tank, (See our note above where we advised customer to replace fuel gauge and they chose not to.) See ***'s hotes are as follows:"Checked fuel level sending unit and found part no goodManually fed fuel to truck and tried to startTruck started right up, Shut truck off and notified custorner of issueCustomer does not want to replace fuel level sending unit at this timePut gallons of fuel in tank and resinstalled tank in truckReplaced fuel tank support straps with new due to rusted out, Took truck for test drive for proper operation and had no issues."An invoice, #***, was presented to customer at $251.18-paid in full In regards to the customer stating "The owner advised us he would cover a rental unit the vehicle was repairedWhen we went to pick up the vehicle, now over $5k in repairs, he did not stand by his word and cover the rental, he knocked an hour of labor off the bill and advised me "he didn't have to do me any favors"The customer was advised HGTR would cover the cost of a rental if the fault of the truck shutting off at the intersection was the fault of HGTRWe truly believe the vehicle running out of fuel when We advised the fuel gauge needed to be replaced is certainly not the fault of HGTR.It is the decision of HGTR to deny the request for any refund at this timeWe feel we have diligently worked to resolve the issues with this vehicle and provided adequate compensation for the trouble experienced by not charging any labor or parts on invoice #***.Thank you again, for the opportunity to report our history with this customer and their vehicle,Should you have any further questions, please don't hesitate to contact me.Best regards,Corey C*** Manager

Thank you for your letter of 15 September advising a complaint against High Gear Truck Repair (HGTR) and your recognition of two sides to every dispute. We submit the history of this account below:5 April 2017 The customer's vehicle, a 2001 [redacted] Truck [redacted] 2500, VA tag: [redacted], was first brought to...

HGTR.Mileage recorded as 220,589.The customer indicated the truck was brought to us because it wouldn't start. We scanned the system for DTCs (Diagnostic Trouble Codes) and found faults for "Pump Circuit and Map Voltage Sensor". A fuel pressure gauge was used to test the pressure manually and we found the pump was producing no fuel pressure. We called the customer advising what we found and received authorization to replace the fuel injection pump. The mechanic's notes were as follows:"Replace fuel injection pump with new. Removed faulty lift pump and installed new fuel water separation system on truck, Mounted pump to truck and installed new hoses for fuel. Bled out fuel system and started truck. Took truck for test drive to check for proper operation. Upon return to HGTR, shut off and restarted multiple times with no issues. Had to put fuel in truck before test drive due to the fuel level was low".An invoice, #[redacted], was presented to customer for $4,199,74-paid in full,27 Jule 2037 The Customer's vehicle was brought back to HGTR, Mileage recorded as 226,654,The customer indicated the truck was towed to us because it died while in operation. We scanned the System and found a fault for low voltage from lift pump. We checked the connections at the fuel lift pump and found both negative battery terminals broken which is where the [redacted] grounds and it was determined it was not grounded properly, Since main ground at battery was not good we determined the whole frame needed better ground. The mechanics notes were as follows:  "Removed both bad battery terminals and soldered in two new terminals, Removed ground cable end and replaced both with new, Replaced both fuel filters with new per customer's request. Cleared out fault in system and took truck for test drive to check for proper operation. Noticed fuel level on gauge fluctuating up and down. This was communicated to the custorner vertially and customer elected to not replace fuelgauge at this time. Put in 10 gallons of diesel fuel and took for multiple test drives - no issues with truck shutting off again."An invoice, #[redacted], was presented to customer for $409.77-paid in full.28 August 2017 . . . . The customer's vehicle was brought back to HGTR, Mileage recorded as 230,915.The customer indicated the truck shut off and would not restart. We scanned the system and found no fault Codes. However, we found no fuel coming out of the pump, Pump was removed and sent out to manufacturer for Warranty issued. Manufacturer advised the fuel temperature sensor was faulty. Manufacturer replaced the sensor and sent the pump back to us. Fuel injection pump reinstalled on truck and we replaced both fuel filters with no charge to customer. Truck was taken on test drive with no issues reported. Customer came to pick up the truck and found check engine light on and left truck. The mechanic's notes are as follows:"Vehicle was scanned and found Map Sensor Code issue. Check map sensor and found it working correctly, However, found customer had an aftermarket device plugged into map sensor harness. Disconnected the aftermarket device and cleared out the fault in the system. Took truck for test drive and check engine light did not come back on. Hooked scan tool back up and checked system, Code for map sensor did not come back on."An invoice, [redacted], was presented to customer at no charge. (Please note both scan times were not charged, and new fuel filter and fuel water separator were installed at no charge.)31 August 2017 The customer's vehicle was brought back to HGTR. Mileage recorded as 230,955.The customer indicated the truck cut off at a stoplight and would not restart. We scanned the system and found no faults. We checked all wiring powers and grounds to lift pump and [redacted] system. All checked ok, We hooked up a manual fuel pressure gauge to lift pump and found only 3 PSI, should be at 10 PSI. [redacted] pump operating, but not as it should. We removed fuel tank support straps and removed fuel tank from truck. Found truck had run out of fuell Checked fuel gauge and it registered at half of a tank, (See our note above where we advised customer to replace fuel gauge and they chose not to.) See [redacted]'s hotes are as follows:"Checked fuel level sending unit and found part no good. Manually fed fuel to truck and tried to start. Truck started right up, Shut truck off and notified custorner of issue. Customer does not want to replace fuel level sending unit at this time. Put 8 gallons of fuel in tank and resinstalled tank in truck. Replaced fuel tank support straps with new due to rusted out, Took truck for test drive for proper operation and had no issues."An invoice, #[redacted], was presented to customer at $251.18-paid in full.  In regards to the customer stating "The owner advised us he would cover a rental unit the vehicle was repaired. When we went to pick up the vehicle, now over $5k in repairs, he did not stand by his word and cover the rental, he knocked an hour of labor off the bill and advised me "he didn't have to do me any favors". The customer was advised HGTR would cover the cost of a rental if the fault of the truck shutting off at the intersection was the fault of HGTR. We truly believe the vehicle running out of fuel when We advised the fuel gauge needed to be replaced is certainly not the fault of HGTR.It is the decision of HGTR to deny the request for any refund at this time. We feel we have diligently worked to resolve the issues with this vehicle and provided adequate compensation for the trouble experienced by not charging any labor or parts on invoice #[redacted].Thank you again, for the opportunity to report our history with this customer and their vehicle,Should you have any further questions, please don't hesitate to contact me.Best regards,Corey C[redacted] Manager