Performance Peterbilt of Bristol

Review: I took one of our fleet tractors into the dealership for repair , the dealership preformed repairs that I was not made aware of and did not authorize. I was charged an aditional 2500.00 without approval , upon returning to the dealer to dispute the additional charges I was physically threatened by the service manager and the assistant manager as well.Desired Settlement: I would like to be reimbursed for the additional 2500.00 over top of the original quoted repair price,

Business

Response:

Complaint ID [redacted]

9-8-15

This Customer was treated with the up most respect. He was updated daily on all repairs being

made to his truck. Our shop foreman and

I verified the repairs with the customer.

We allowed the customer in the shop for a visual explanation of the

repairs being made. I have attached 2

quotes the customer signed approving all repairs. He had no complaints at the time of

payment.

Sincerely,

Service Manager

Performance Peterbilt of Bristol LLC

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.I was given a new a new quote after theach initial findings , the new quote did not reflect a previous balance , neither quote attached reflected the carry over of any and all outstanding balance. I explained this along with the email correspondence between myself and performance peterbilt, I was then physically threatened by [redacted] and his boss before being told to leave. A dispute for the unauthorized charges to the credit card on file have been started and will continue continue. We are willing to settle for the larger quoted invoice attached here but nothing more , I filed additional reports with peterbilt corporate offices and awaiting to file with the sheriff department for Bristol , I have no problem settling this for the amount I was told and nothing more. Regards,

Review: We brought our truck in because it was overheating. They added 4 gallons of coolant and said everything's good/repairs complete charged me $266 and sent us on our way. My truck made it on to the on ramp to the interstate and overheated and shut down. I paid $400 to tow the truck back to Peterbilt and the Service advisor sent me an estimate for replacement of thermostat with $97.90 for parts, $852 labor, $150 misc, $102.24 shop charges. Total Repair Cost for thermostat $1207.04. I declined the repair. They refused to help me with towing charges that I had due to their mis-diagnostics. They charged me $310.91 for another diagnostic test and said truck is not going anywhere until we pay. I spoke to the shop manager and I cant believe that he is a shop manager. He disregarded everything that I went thru and he refused to make things right. After a long and pointless conversation with the so called shop manager at petrbilt of Bristol he hung up on me. I paid the final bill $310.91 and then I pulled the truck into a petro across the street and paid $384.54 for thermostat replacement. I have been in transportation industry for over a decade and I have NEVER seen or heard of the customer service like the one at Peterbilt in Glade Spring VA. I honestly cannot believe that Peterbilt Corporation would allow this kind of service to be presented to its loyal customers.Desired Settlement: I believe that everything done at Peterbilt of [redacted] in [redacted] on 8/6/15 and 8/7/15 was a rip off.

I demand to be refunded for the mis diagnostic on 8/6- $266.56, Towing Charge of $400, and the 2nd Diagnostic for 310.91 on 8/7.

Total full refund of $977.47

Business

Response:

August 26, 2015

Performance Peterbilt of Bristol LLC

Revdex.com Complaint ID [redacted]

Our company is writing in response to the complaint made by

this service customer. This truck was

towed to our shop for overheating and CEL.

Upon the truck’s arrival we advised the customer that we would look at

the truck, but would be unable to hook up the computer to diagnose it. We do not have Detroit software. The customer agreed for us to diagnose the

truck by technician experience. The technician

added 4 gallons of coolant and found the thermostat being stuck was causing

overheating and coolant loss. This was

explained to the customer and he declined repairs at that point. The truck came back to our shop the next day

for the same overheating issue. The

customer asked us to verify the issue again.

We explained again that we do not have the software to hook up to a Detroit. The technician diagnosed the truck a second

time as low coolant due the thermostat being stuck. The customer was again given the option to

repair the truck and he declined. The

customer was billed for the time the truck was in our shop being diagnosed.

Sincerely,

Service Manager

Performance Peterbilt of Bristol LLC

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. On 8/6/15 per the (INVOICE #[redacted]) the technician recommended adding coolant, added 4 gallons of coolant, started and ran truck to operating temperature, truck no longer shutting down, Repairs complete.Nowhere on the invoice does it say that the technician found thermostat being stuck. Nowhere does it mention that customer was notified of the thermostat NOT until the following day 8/7/15 per the (INVOICE #[redacted]) when my truck got towed back in and then they came up with a $1200 quote to replace the thermostat. And since when does a shop use a computer diagnostic to visually see a bad thermostat. This is not what I like to invest my time into. I have all paperwork as proof pointing to Performance Peterbilt of Bristol to be in the wrong. I have been cheated. I've went thru a lot of stress over all of this and I demand a refund in full.

Regards,

Business

Response:

Customer was advised by the shop foreman and the service

manager in person that the thermostat was sticking and causing the overheating

issues. The customer didn’t want to make repairs at that time. He stated he was

taking his truck to petro to be repaired because of the price. The customer

returned with his truck the second day and was advised of the same issues on

the truck and the quoted price. The customer was once again not happy with the

quoted repairs and left. The customer was very well informed of the issues his

truck was having and neither time wanted the proper repairs done to fix the

truck. When he first came in he was simply made aware that we could only do

visual diagnostics on the truck. We do not have Detroit software to be able to

perform computer diagnostics on his truck. Our shop advised the customer of

what needed to be done, and he refused. There

is nothing more we can do.

Sincerely,

Service Manager

Performance Peterbilt of Bristol LLC

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.I haven't seen any proof on receipt as the shop is stating. Shop should show proof for public view of things stated against my complaint. Everything I've made reference about had a HTML format attached to view for proof that I have been wronged. My complaint has not yet been satisfied.

Regards,

Review: I was planning on buying three trucks from this dealership through the ** Voucher program. I was in contact with the sales man there, [redacted]. I sent him $6000 as an advance thinking that everything was going to be fine. The voucher program did not go through. I told him and asked for my money back and he refuses to pay it back. There was no contract or agreement in any way that he was going to keep the money. After arguing back and forth I offered to still buy the trucks and get a loan for the rest of the price but he told me he sold them. I have never been to this dealership, everything was through emails and phone. He never showed me or talked about any policy or anything. I have talked to dealership here in ** and they agree they should not keep my money.Desired Settlement: I would like to receive my $6000.00 dollars back. If they need to keep $500 for whatever expense they are claiming that's fine. I don't think it's right but I need my money back.

Business

Response:

Approx, on Aug 12th, 2015, Customer called on the

3 New 2016 Peterbilt Day cabs. I told

him one was here at the [redacted] location, one was in [redacted] and one

was at our [redacted] location, I told him I would send him the

addresses. He said he was going to have

more expense on getting the trucks picked up at different locations, but liked the specs and price and said he wanted

them, he said he had been looking at trucks for a while. I told him the only way I could hold them was

with a deposit. $1000.00 would hold a

truck for a week. He said it would take

a couple weeks to get it put together, I told him that was fine, that would be

a total of $6000.00 for the 3 trucks for 2 weeks. I emailed him our wiring instructions on Aug

14th, 2015. He wired me the $6000.00 deposit approx. Aug 17th

, 2015

I emailed

the customer on Aug 19th,

2015, Thanking him for the deposit on the 3 new trucks and the business and that

I would get the truck at our dealership moved to [redacted] and that would be 2

there and 1 in [redacted].and to email me how he wanted the trucks billed

out. His finance guy called me and told

me how to make the Bill of Sale out, customer was good to go. He mentioned that

[redacted] was also offering some kind of voucher program where a person could

get money back from the state for purchasing new equipment.

On Aug 24th,

2015, to help the customer out, I emailed the customer again to let him know I

had come up with a better plan on picking up the day cabs. Instead of having to go to [redacted] and pick

up 2 and [redacted], ** to pick up the other one, I would just have the other

2 trucks brought here to the [redacted] dealership, and that would be better for

him having all 3 trucks here at the same location. I received NO response.

On Sept,15th,

2015, a month later, I emailed the customer and let him know, I have not heard

anything from him, I had held the trucks as long as I could. We had

missed sales where we had told people they were sold, I have transportation

costs in getting the trucks to this one location, I told him I was going to sell one of the

trucks, I still had 2 there and I would apply his deposit to them if he would

purchase by the end of the week. Still

NO response.

We ended up

having to send one of the trucks back to [redacted] to sell and one back to

[redacted] to sell.

I have had

no conversation at all with this customer since early August. I had emailed them 4 times with no response.

Around the

first or second week of December, 4 months later, I receive a phone call from a

lady that says she works for the customer and wanted their $6000.00 deposit

back. I told her we had held the trucks,

had transportation costs in getting the trucks to our dealership to help them

out so they would not have the extra expense of them having to pick up at

different locations, had floor plan interest on each truck each month, and

transportation costs on sending back to our other dealerships to finally sell

for less than we wanted to. The $6000.00 was ate up in those extra

expenses and it would not be refunded. I

told her if they would have called or emailed the first week or 2, I could have

done something.

From August

to December, 4 months, I tried to reach out to the customer several times and

received no response until the phone call the first or second week of December

wanting the deposit back.Also, you will find attached an email back and forth from us to the customer respective .