Highway Motors, Inc.

Highway Motors has contacted our customer and we’re working to resolve the issue. So far we have determined the customer did in fact have some unresolved warranty issues. Some of those issues have already been fixed. One of their issues required special order parts. These
parts have been ordered and take a couple weeks to come in. Highway Motors is happy to take care of any warranty issues. We’re unsure on where the breakdown in communication occurred. We have a fulltime service department that is answering phones, making appointments, and fixing cars all day, every day. All a customer need to do is call the service department, set up a time that works, and drop off their vehicle

We are in receipt of our customer's complaint concerning a repair performed by our [redacted] facility.  We have reviewed the complaint and the repairs performed by Highway Motors.  Ourfindings are as follows.On January 26,2015 the customer brought a 2010 International Prostar...

to our facility for an issue of lowpower and the engine warning light being on. Also, the truck would not regenerate, an onboard processof cleaning the diesel particulate filter on the truck. D¡agnostics were performed and fault codes 4283(after-treatment doser injector condition exists) and 2637 (Doc face plugged) were found.  At that timeno other fault codes were present.After diagnosis,we performed an after-treatment injector cleaning and removed the diesel oxidationcatalyst(Doc)and the diesel particulate filter(DPF) for cleaning.  Upon removal of the DC and DPF wefound the DPF to be broken. with customer approval, we replaced the DPF and completedreprogramming the truck for the new DPF as per manufacturer specifications. The truck was road testedand ran through a successful regeneration with no additional fault codes being present.The truck left our facility on January 27, 2015 and we were contacted later that day with the customerstating the truck's engine warning light was on again.  We advised the customer to take the vehicle tothe closest [redacted] which would have been in [redacted]. The customer chose notto take to the truck to the closest dealer and continued operating the truck.Approximately two weeks later we received a phone call from the customer stating another dealershipcould not look at the vehicle for one week and was wanting Highway Motors to pay for a rental vehicle.We contacted the other [redacted] to see if this unit could be expedited and they statedthe truck had just arrived on their lot and they were never contacted by the customer prior to the truckshowing up.  It is our understanding this dealer did not look at the truck.Highway Motors' service manager asked the customer why he did not take the truck to the dealershipwhen we advised him to do so. He stated that he had deliveries to make and just ran the truck. Ourservice manager spoke with the customer multiple times about this unit. stating that truck'needed to belooked at and have the failure diagnosed before Highway Motors could even determine if the issue wascovered under the DPF manufacturer's warranty or a possible workmanship issue on Highway Motorspart.Highway Motors was later contacted by an [redacted] in [redacted] where the customereventually took the truck. The [redacted] dealer diagnosed the new issues as a bad after treatment fuelshut off valve and broken exhaust manifold bolts. Both of these components were untouched byHighway Motors when the DPF was replaced.Of the $3,912.48 estimate the [redacted] dealer provided, drilling out the exhaust manifold bolts thatwere broken is the most expensive portion of the repair due to the amount of labor involved.It is Highway Motors' understanding the customer declined repairs at the dealership in [redacted].Based upon our review, we disagree with our customer's assertion that the current repairs needed arethe responsibility of Highway Motors. Highway Motors declines to provide assistance with the currentrepairs based upon the following:Highway Motors'original replacement of the DPF was a necessary repair which was completedwith the customers' approval.After the DPF replacement, the truck was test driven with a successful regeneration beingperformed while no additional fault codes appeared.The additional repairs recommended by the [redacted] dealership are for two componentswhich were untouched by Highway Motors in the replacement of the DPF.No fault codes were present concerning the shut off valve or broken bolts while the truck wasin Highway Motors' possession.There is no evidence of any workmanship issues by Highway Motors or warrantable failure ofthe new DPF.Sincerely.[redacted]Chief Financial Officer

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The issued is that the check engine light still on and the truck is not regenning the truck did not got diagnos properly and per their tech he was not able to take out the doser to clean and I was told that the closer shop to [redacted] was [redacted] where I took the truck I did pull the truck from shop in ca to take it elsewhere to have it repair and as of this day truck still at a repair shop in ca this unit has been out of service for almost 2 months 
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
as per all theyhave done and the advisedf that I got from [redacted] Dealer in **, ** [redacted] and from [redacted], Dealar in **. they all have said the same that Highway Motors misdiagnosed  my truck and fail to address the code that still on my truck since they check it. enclose is the reports of the diagnose on the truck fromm [redacted] in [redacted]. where it shows the same code in the engine.please read comments in page 1 and note the codes and comments from [redacted]
Regards,
[redacted]

We are standing by our original response.[redacted]

They lie, the have overly priced vehicles, priced at 4 times what they should be, only had my truck 16 month, tranmission is screwed and motor messed up. I have paid close to $11,000 on that truck, which is only bluebooked at 4300, and now basically they told me too bad gor you.

I trust Ben and his crew at Highway Motors to work on any of our cars. They are straight up with you and always fair in their pricing. As a woman I can go there for all my automotive needs and I am always treated with the utmost respect. I highly recommend them if you live in the Chico area.

Review: we purchased a car through highway motors in 2014. The vehicle came with a 30 day warranty and there were issues with the car that the dealership acknowledged would be repaired under the warranty before we purchased the car. The two main issues were the rear end needed to be replaced and there was an idle issue that would rev the engine up to 2k RPM and would make the vehicle difficult to stop. The dealership replaced the rear end before we purchased the vehicle and twice again after we purchased the vehicle. The idle issue was repaired before we took possession of the vehicle then twice again after we purchased the vehicle. Between the 6 attempts total, (3 on the rear end, 3 for the idle issue) the vehicle still has a vibration and rear end noise and it is becoming impossible to drive because of the danger of not being able to stop due to the idle issue. The idle issue has also sparked additional problems with the brakes and transmission as well. We have been trying to get Highway Motors to show performance on these Warranty issues and they have refused to return our calls regardless of who we leave messages with.Desired Settlement: Take the vehicle back, provide documentation showing the vehicle as "paid off" on our credit report and refund our $2,000 down payment.

Business

Response:

Highway Motors has contacted our customer and we’re working to resolve the issue. So far we have determined the customer did in fact have some unresolved warranty issues. Some of those issues have already been fixed. One of their issues required special order parts. These parts have been ordered and take a couple weeks to come in. Highway Motors is happy to take care of any warranty issues. We’re unsure on where the breakdown in communication occurred. We have a fulltime service department that is answering phones, making appointments, and fixing cars all day, every day. All a customer need to do is call the service department, set up a time that works, and drop off their vehicle.

Review: on Jan 27 2015 one of my Trucks Broke down near this town and highway motors Inc was the neares dealer that served my equipment, my driver advised of the original complaint of the unit, Loss of Power, warning check engine light , and regenening, after they connected the computer to my truck I was advised it had active faults code 4283 aftertreatment doser conditionn exist and code 2637 docer face plugged, I gave approval for repairs and was told that it need it a new DPF filter cause it was broken, insted of a cleaning, I ok the repairs and pay the amount of $3375.07, and was send on our way, the truck drove ok for about 3 hrs when the warning engine came back on, my driver had a delivery in [redacted]. and we were late, we call Highway motors and we were told to bring the truck back and I told them were we where and we were directed to the nearest [redacted] that was on ** , in ** we were told that they could not work on the Unit till a week from the day we show up, I told them we could not wait that long because we were under a load and had a dateline to meet, I told them that I might have to rent a unit to make my delivery and then came back to p/u my unit, they firts said ok and they will help then they back out, I instructed my driver to continued and make our delivery, in ** the unit made it back into **, and I took it to the [redacted] in [redacted] and asked them to check the truck and advised Highway motors of the out come, I was advised that the truck had a problem with the after treatment shut off Valve on the doser that will not allowed the doser to clean the DPF filter and the cost for the repair will be $3912.48 I had asked them to honor the warranty for their Job and they refuse stating that they did not touch the valve, and I repiled to them that its still the same problem DPF realated problem, since Im in ** its hard for me to get this people to honor their Warranty . and also since I am in ** they dont care, my trucks are how I and my drivers provide to our Families and my truck has been in the shop for almost a month, all im asking is for them to honor their workmanship and repair my truck. I am willing to pay for the parts if need it.

Business

Response:

We are in receipt of our customer's complaint concerning a repair performed by our [redacted] facility. We have reviewed the complaint and the repairs performed by Highway Motors. Ourfindings are as follows.On January 26,2015 the customer brought a 2010 International Prostar to our facility for an issue of lowpower and the engine warning light being on. Also, the truck would not regenerate, an onboard processof cleaning the diesel particulate filter on the truck. D¡agnostics were performed and fault codes 4283(after-treatment doser injector condition exists) and 2637 (Doc face plugged) were found. At that timeno other fault codes were present.After diagnosis,we performed an after-treatment injector cleaning and removed the diesel oxidationcatalyst(Doc)and the diesel particulate filter(DPF) for cleaning. Upon removal of the DC and DPF wefound the DPF to be broken. with customer approval, we replaced the DPF and completedreprogramming the truck for the new DPF as per manufacturer specifications. The truck was road testedand ran through a successful regeneration with no additional fault codes being present.The truck left our facility on January 27, 2015 and we were contacted later that day with the customerstating the truck's engine warning light was on again. We advised the customer to take the vehicle tothe closest [redacted] which would have been in [redacted]. The customer chose notto take to the truck to the closest dealer and continued operating the truck.Approximately two weeks later we received a phone call from the customer stating another dealershipcould not look at the vehicle for one week and was wanting Highway Motors to pay for a rental vehicle.We contacted the other [redacted] to see if this unit could be expedited and they statedthe truck had just arrived on their lot and they were never contacted by the customer prior to the truckshowing up. It is our understanding this dealer did not look at the truck.Highway Motors' service manager asked the customer why he did not take the truck to the dealershipwhen we advised him to do so. He stated that he had deliveries to make and just ran the truck. Ourservice manager spoke with the customer multiple times about this unit. stating that truck'needed to belooked at and have the failure diagnosed before Highway Motors could even determine if the issue wascovered under the DPF manufacturer's warranty or a possible workmanship issue on Highway Motorspart.Highway Motors was later contacted by an [redacted] in [redacted] where the customereventually took the truck. The [redacted] dealer diagnosed the new issues as a bad after treatment fuelshut off valve and broken exhaust manifold bolts. Both of these components were untouched byHighway Motors when the DPF was replaced.Of the $3,912.48 estimate the [redacted] dealer provided, drilling out the exhaust manifold bolts thatwere broken is the most expensive portion of the repair due to the amount of labor involved.It is Highway Motors' understanding the customer declined repairs at the dealership in [redacted].Based upon our review, we disagree with our customer's assertion that the current repairs needed arethe responsibility of Highway Motors. Highway Motors declines to provide assistance with the currentrepairs based upon the following:Highway Motors'original replacement of the DPF was a necessary repair which was completedwith the customers' approval.After the DPF replacement, the truck was test driven with a successful regeneration beingperformed while no additional fault codes appeared.The additional repairs recommended by the [redacted] dealership are for two componentswhich were untouched by Highway Motors in the replacement of the DPF.No fault codes were present concerning the shut off valve or broken bolts while the truck wasin Highway Motors' possession.There is no evidence of any workmanship issues by Highway Motors or warrantable failure ofthe new DPF.Sincerely.[redacted]Chief Financial Officer

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The issued is that the check engine light still on and the truck is not regenning the truck did not got diagnos properly and per their tech he was not able to take out the doser to clean and I was told that the closer shop to [redacted] was [redacted] where I took the truck I did pull the truck from shop in ca to take it elsewhere to have it repair and as of this day truck still at a repair shop in ca this unit has been out of service for almost 2 months

Regards,

Business

Response:

We are standing by our original response.[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

as per all theyhave done and the advisedf that I got from [redacted] Dealer in **, [redacted] and from [redacted], Dealar in **. they all have said the same that Highway Motors misdiagnosed my truck and fail to address the code that still on my truck since they check it. enclose is the reports of the diagnose on the truck fromm [redacted] in [redacted]. where it shows the same code in the engine.please read comments in page 1 and note the codes and comments from [redacted]

Regards,