OnSite Fleet Services of Texas

I am very sorry to hear of [redacted] ***'s difficultiesHere at OnSite we strive to the do the very best to serve our customers and their repair needs I received a late Friday evening call from [redacted] with her truck and trailer stranded on the side of the road The truck and trailer needed to be towed; however, we were able to use one of our own tractors and made separate trips in order to retrieve both tractor and trailerWe did not charge [redacted] a call out charge or a towing fee to get her vehicles in a safe area to our shopIt was the weekend which made parts more difficult to retrieve and we knew it was going to be a few days for the repairWe bought her driver several meals and drove him to and from his hotel at his convenience and comfort Additionally, It was not a new truck [redacted] had just purchased this vehicle and it had several issues besides the repair we were asked to completeWe fielded at least to calls a day from her to see where her vehicle was in the repair and we were happy to keep her informedIt did take us a little longer due to the condition of the truck but we did complete repair to ASE standards I did not hear from [redacted] for several weeks until I received an email where she accuses the Shop of incorrect repairs; unfortunately, she was never here to observe the shop or repairsMoreover, she does accept the assessment of another mechanic that may or may not be accredited and possibly have his own agendaI did respond to her complaint with a phone call and left a detailed message for her to call to discuss the situationI did not receive a response back from her and then received the review over months later Again, I understand the pressures of business and making your monies work for your investmentI hope her business is successful for her and her associatesI will have to respectfully disagree with the information she received in regards with to her subsequent tractor expenses [redacted] General Manager OnSite Fleet TX

Complaint: [redacted]
I am rejecting this response because: I respectfully disagree with the response received from Onsite Fleet Services. I have phone records of the calls I placed, as well as showing the absence of the ones from Onsite. I am including the texting history I had with my driver during the repair. As those show,  I never received calls back nor did I receive any e-mails. There were no extra repairs on the truck other than the welding of the handle. I did not ask them to repair anything else. They put new air lines on the transmission because they said they fell apart. That happens when you repair trucks sometimes, things need to be replaced. Each of the bills I am submitting states the repair needed to fix the incomplete job of Onsite Fleet Services. This You Tube video was sent to me by the mechanic where I had the transmission fixed. He clearly states several issues that were wrong caused by improper installation of the clutch.[redacted]Mr. [redacted] stated that it took so long to repair because of the condition of the truck. This is a fallacy. The condition of the truck was that it merely needed a clutch replaced. It needed to be replaced correctly.The fifth wheel handle was something that happened and completely separate from the clutch. I am not even dealing with that. This is a separate issue altogether.This complaint has nothing to do with "pressures of running a business" and everything to do with someone guaranteeing the work they do. If one was going to go after a business frivolously, one would not have waited until something went wrong with the repair, they simply would have complained right after the work was complete. The first tow bill and repair bill had to do with fixing a gear shifter that came undone because of shoddy work. The second repair bill was due to airlines installed incorrectly on the transmission as well as a coolant leak from a loose clamp also due to reinstalling coolant line after clutch repair. Look at the dates of the repairs and read what each mechanic wrote. There was no other correspondence either via phone or email after these repairs because the truck was running fine. Then the transmission went out. Input shaft installed incorrectly and other issues. The third bill was the transmission. Refer to the video I attached. I didn't attempt any more to contact Onsite Fleet Services after the transmission as I considered it futile. Mr. [redacted] would not answer either communication attempted by me. Time better spent on getting a lawyer. This is not an attempt to gain something from someone. I am merely trying to make myself whole again. And when the business owner refuses to answer a phone call or an email, it makes it difficult to work toward a resolution. These other mechanics had no hidden agenda, if they did they would've charged me more and they wouldn't have fixed the problem correctly. That is a silly misdirection that shouldn't even be considered.  
Regards,
[redacted]

I am very sorry to hear of [redacted]'s difficulties. Here at OnSite we strive to the do the very best to serve our customers and their repair needs.    I received a late Friday evening call from [redacted] with her truck and trailer stranded on the side of the road.  The truck...

and trailer needed to be towed; however, we were able to use one of our own tractors and made 2 separate trips in order to retrieve both tractor and trailer. We did not charge [redacted] a call out charge or a towing fee to get her vehicles in a safe area to our shop. It was the weekend which made parts more difficult to retrieve and we knew it was going to be a few days for the repair. We bought her driver several meals and drove him to and from his hotel at his convenience and comfort Additionally, It was not a new truck. [redacted] had just purchased this vehicle and it had several issues besides the repair we were asked to complete. We fielded at least 4 to 5 calls a day from her to see where her vehicle was in the repair and we were happy to keep her informed. It did take us a little longer due to the condition of the truck but we did complete repair to ASE standards.    I did not hear from [redacted] for several weeks until I received an email where she accuses the Shop of incorrect repairs; unfortunately, she was never here to observe the shop or repairs. Moreover, she does accept the assessment of another mechanic that may or may not be accredited and possibly have his own agenda. I did respond to her complaint with a phone call and left a detailed message for her to call to discuss the situation. I did not receive a response back from her and then received the review over 3 months later.    Again, I understand the pressures of business and making your monies work for your investment. I hope her business is successful for her and her associates. I will have to respectfully disagree with the information she received in regards with to her subsequent tractor expenses.    [redacted]  General Manager OnSite Fleet TX