Complaint: [redacted] I am rejecting this response because:All American Diesel is not taking responsibility for less than average team they have working; the result of not having an able team that can easily diagnose a faulty electrical wiring harness cost our company a lot of moneyTo the tune of thousand when we include their costs, and our own cost to send a driver from Laredo to their facilityOur electrical technician took just hours to find the electrical faultTo justify their shop's team taking multiple days, they're trying to twist this into a grand mystery of miles of electrical wiring that take days to find, when in reality it's not anything close to the truthWe point to the fact that once we notified them of our intent to remove the truck from their facility; their attitude completely changed and suddenly "they new" what was wrong and were minutes away from fixing it but we refused; trying to place the blame on us, and still are with this refusalWe gave them the opportunity to diagnose the problem but their team wasn't up to par and couldn't find the faultDid they expect a trucking company which loses money with each hour that a truck is in the shop; continue to trust that they would figure this out, when all else pointed to the fact that either they completely lied about working on the truck constantly or they did but don't have certified electrical techniciansWe believe All American Diesel purposely left the truck in their shop for multiple days to over charge our company for unnecessary labor and parts.The 1,dollar ECM that was changed and the one they mention it needed was because of the faulty WIRING HARNESS, had they diagnosed the fault correctly, their system would have never have "identified" a faulty ECM, because the faulty part was the WIRING HARNESSThe ECM worked fine and had no prior issuesThe shop mentions they take pride in being honest, but repeatedly lied about having multiple electrical team members working on the truckThis problem doesn't take more than one technician to find and fix in less than hours.Fairness wasn't shown when they refused our original payment agreement of settling the bill with a Credit Card over the phoneHow can they ask a trucking company to have their driver with the Credit Card in handWe have plus drivers and aren't going to send out each and everyone of them with a Credit Card in handThis requirement by their owner [redacted] is completely unacceptable and they have been the only company that has changed their policy on the spot for their convenience and to disrupt our decision of removing the truck from their shop.The fact that they originally wanted to charge us over thousand dollars with the truck still not working; brings us to the conclusion that they abused our trust in them and all they wanted in the end is turn a small electrical job into a multiple day job which resulted in an over inflated and outrageous bill.They don't see customers, they see a chance to take advantage of company's that are hundreds of miles away and can only "believe" what the shop is saying as truthfulOnce we got our truck back, we knew they didn't do anything close to what they were telling us over the phoneWe want them to take responsibility and acknowledge what happened in this situation; and address future situations differently from the approach they took with us Regards, [redacted]
April 26, 2016Dispute Specialist Revdex.com Corporate Office 1005 La Posada Dr. Austin, Tx 78752Re: Complain No, [redacted] To whom it may concern:We are providing the following information in response to your follow up letter dated April 21, 2016 in regards to the above referenced Complain Number.Replacing the ECM (Electronic Control Module) was a necessity. Our top standard diagnostic equipment would not read the ECM, therefore the ECM was not communicating and was nonoperational. As I stated before, the truck came in to our shop with the complaint that it would crank, but not start. After replacing the ECM the truck would crank and start, and would run for approximately 15 min before shutting down. Troubleshooting started to diagnose this secondary problem when the truck owner requested we stop working on her truck. After speaking with heron the phone, we told her we narrowed it down to the wiring harness, which probably damaged the original ECM. These are highly sensitive electronic components. Faulty wiring can and will damage an ECM.The truck was towed to our facility on a Thursday in the heavy pouring rain at approximately 2pm Our bays were full. We made our Initial diagnosis, ordered the ECM, waited for its arrival, then installed it. After installation and what appeared to be a correction of the problem, we began to determine the source of the secondary problem (the wiring harness).We stand by what we did. There were two problems. One was the ECM computer, and the other was a faulty wiring harness. The fauly harness probably caused the ECM to go bad. There are no industry standard "book hours" for tracing out electronic systems. We only charged for actual hours. We have highly trained, certified mechanics. We have been in business for 20 years. We have had only 1 other complaint to BBC in 20 years. We are trusted by major companies and have a good reputation. This particular customer did not allow us the time to finish the job. We told her that the wiring harness needed to be replaced, so it's no surprise that her mechanic is telling her the same thing.In regards to us not taking a credit card over the phone, we did not change any company policies. We only accept credit card payments over the phone up to $500. This is the maximum exposure that we will risk, as it is difficult to prove charges were authorized when there is no card imprint. Our merchant services provider will automatically refund any charges requested by a customer that did not provide the card at the time of purchase. And knowing that the customer didn't want to pay for any of the services rendered, we could not take that risk. A T-Check was issued for payment, which is a guaranteed check system, one of many that are standard in the trucking industry. It is not common to accept a credit card payment without the card being present for large amounts. We protected ourselves from a company who was already refusing to make payment.In closing, we stand by the work we performed on the vehicle in question, and only charged the customer for actual time worked on the truck, to include diagnostics and installation. We did not charge for any time we were waiting on either the rain to stop (the vehicle was towed to the outside of our facility) or for the part to be delivered.If you require further information in this regard, please feel free to contact my office.Regards,[redacted]- Owner
Complaint: [redacted]
I am rejecting this response because:All American Diesel is not taking responsibility for less than average team they have working; the result of not having an able team that can easily diagnose a faulty electrical wiring harness cost our company a lot of money. To the tune of 4 thousand when we include their costs, and our own cost to send a driver from Laredo to their facility. Our electrical technician took just 2 hours to find the electrical fault. To justify their shop's team taking multiple days, they're trying to twist this into a grand mystery of miles of electrical wiring that take days to find, when in reality it's not anything close to the truth. We point to the fact that once we notified them of our intent to remove the truck from their facility; their attitude completely changed and suddenly "they new" what was wrong and were minutes away from fixing it but we refused; trying to place the blame on us, and still are with this refusal. We gave them the opportunity to diagnose the problem but their team wasn't up to par and couldn't find the fault. Did they expect a trucking company which loses money with each hour that a truck is in the shop; continue to trust that they would figure this out, when all else pointed to the fact that either they completely lied about working on the truck constantly or they did but don't have certified electrical technicians. We believe All American Diesel purposely left the truck in their shop for multiple days to over charge our company for unnecessary labor and parts.The 1,400 dollar ECM that was changed and the one they mention it needed was because of the faulty WIRING HARNESS, had they diagnosed the fault correctly, their system would have never have "identified" a faulty ECM, because the faulty part was the WIRING HARNESS. The ECM worked fine and had no prior issues. The shop mentions they take pride in being honest, but repeatedly lied about having multiple electrical team members working on the truck. This problem doesn't take more than one technician to find and fix in less than 3 hours.Fairness wasn't shown when they refused our original payment agreement of settling the bill with a Credit Card over the phone. How can they ask a trucking company to have their driver with the Credit Card in hand. We have 30 plus drivers and aren't going to send out each and everyone of them with a Credit Card in hand. This requirement by their owner [redacted] is completely unacceptable and they have been the only company that has changed their policy on the spot for their convenience and to disrupt our decision of removing the truck from their shop.The fact that they originally wanted to charge us over 4 thousand dollars with the truck still not working; brings us to the conclusion that they abused our trust in them and all they wanted in the end is turn a small electrical job into a multiple day job which resulted in an over inflated and outrageous bill.They don't see customers, they see a chance to take advantage of company's that are hundreds of miles away and can only "believe" what the shop is saying as truthful. Once we got our truck back, we knew they didn't do anything close to what they were telling us over the phone. We want them to take responsibility and acknowledge what happened in this situation; and address future situations differently from the approach they took with us.
Regards,
[redacted]
All American Diesel & Tire, LLC [redacted]
[redacted]
[redacted] April 7, 2016 Revdex.com Corporate Office 1005 La Posada Drive Austin, Tx 78752Case ID [redacted] To whom it may concern: Following is our company's response to the above reference complaint Claimant's vehicle was towed...
in to our facility with a problem of the engine cranking but not starting. We followed all standard procedures to attempt to diagnose what is inherently a difficult problem to solve (electrical issues). Our trained mechanics followed all proper procedures to try and narrow down the source of the problem. Our Service Writer was in phone contact with the Claimants company mechanic as well. All procedures that were performed were pre-approved. All indications of the tests we performed indicated that the ECM board was faulty, and after receiving authorization from the Claimant, the board was replaced. The original ECM board was verified by an outside provider that it was indeed faulty. After replacing the needed part, the truck would start, but would only run for 15 minutes before shutting down. At this time we began more electrical diagnostics. It was then determined that it was a problem in the wiring harness which caused the ECM to become damaged and fail. It becomes very time consuming to trace out the wiring harness as there is over 3 miles of electrical wiring circuitry within this trucks electrical system. Prior to us completing our repairs, the claimant requested that we stop all work and she was going to have the vehicle moved to another facility. She stated that she felt we were taking too long, It was explained to the claimant that tracing out wiring circuitry is very time consuming. [redacted], the owner of All American Diesel & Tire, explained to her that we had narrowed the problem down to the wiring harness and were almost completed with both diagnostics and the full repair. She then restated that she had already sent a tow truck to pick up the unit. At this point we ceased all work at the customers' request and billed out for the parts and labor we had performed up to this point. We at All American feel that we followed proper procedures to diagnose and properly repair the equipment. The customer became impatient and elected to not let us finish the repair. At this point we billed for parts and labor performed up until that point. After repeated requests to allow us to continue and complete the job, as we had already narrowed it down to where the initial problem had stemmed from (the wiring harness — possibly a broken wire or a bad connection), she Still refused. We did not bill the customer for any parts or labor that did not contribute to correcting the problem. We followed proper procedures to diagnose the problem. We rely heavily on our top-of-the-fine Snap On diagnostic equipment. After our diagnostics it was determined that there were a multitude of problems. The ECM (truck computer system) had failed and was damaged due to a faulty wiring harness. [redacted] informed the claimant and that no unnecessary parts were installed or excessive diagnostics performed_ We take great pride in being fair and honest in our business practices and strongly object to any negative reports on our Revdex.com rating. If you wish to discuss this matter further, please feel free to contact [redacted] Oseen at our office. Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:All American Diesel is not taking responsibility for less than average team they have working; the result of not having an able team that can easily diagnose a faulty electrical wiring harness cost our company a lot of moneyTo the tune of thousand when we include their costs, and our own cost to send a driver from Laredo to their facilityOur electrical technician took just hours to find the electrical faultTo justify their shop's team taking multiple days, they're trying to twist this into a grand mystery of miles of electrical wiring that take days to find, when in reality it's not anything close to the truthWe point to the fact that once we notified them of our intent to remove the truck from their facility; their attitude completely changed and suddenly "they new" what was wrong and were minutes away from fixing it but we refused; trying to place the blame on us, and still are with this refusalWe gave them the opportunity to diagnose the problem but their team wasn't up to par and couldn't find the faultDid they expect a trucking company which loses money with each hour that a truck is in the shop; continue to trust that they would figure this out, when all else pointed to the fact that either they completely lied about working on the truck constantly or they did but don't have certified electrical techniciansWe believe All American Diesel purposely left the truck in their shop for multiple days to over charge our company for unnecessary labor and parts.The 1,dollar ECM that was changed and the one they mention it needed was because of the faulty WIRING HARNESS, had they diagnosed the fault correctly, their system would have never have "identified" a faulty ECM, because the faulty part was the WIRING HARNESSThe ECM worked fine and had no prior issuesThe shop mentions they take pride in being honest, but repeatedly lied about having multiple electrical team members working on the truckThis problem doesn't take more than one technician to find and fix in less than hours.Fairness wasn't shown when they refused our original payment agreement of settling the bill with a Credit Card over the phoneHow can they ask a trucking company to have their driver with the Credit Card in handWe have plus drivers and aren't going to send out each and everyone of them with a Credit Card in handThis requirement by their owner [redacted] is completely unacceptable and they have been the only company that has changed their policy on the spot for their convenience and to disrupt our decision of removing the truck from their shop.The fact that they originally wanted to charge us over thousand dollars with the truck still not working; brings us to the conclusion that they abused our trust in them and all they wanted in the end is turn a small electrical job into a multiple day job which resulted in an over inflated and outrageous bill.They don't see customers, they see a chance to take advantage of company's that are hundreds of miles away and can only "believe" what the shop is saying as truthfulOnce we got our truck back, we knew they didn't do anything close to what they were telling us over the phoneWe want them to take responsibility and acknowledge what happened in this situation; and address future situations differently from the approach they took with us Regards, [redacted]
April 26, 2016Dispute Specialist Revdex.com Corporate Office 1005 La Posada Dr. Austin, Tx 78752Re: Complain No, [redacted] To whom it may concern:We are providing the following information in response to your follow up letter dated April 21, 2016 in regards to the above referenced Complain Number.Replacing the ECM (Electronic Control Module) was a necessity. Our top standard diagnostic equipment would not read the ECM, therefore the ECM was not communicating and was nonoperational. As I stated before, the truck came in to our shop with the complaint that it would crank, but not start. After replacing the ECM the truck would crank and start, and would run for approximately 15 min before shutting down. Troubleshooting started to diagnose this secondary problem when the truck owner requested we stop working on her truck. After speaking with heron the phone, we told her we narrowed it down to the wiring harness, which probably damaged the original ECM. These are highly sensitive electronic components. Faulty wiring can and will damage an ECM.The truck was towed to our facility on a Thursday in the heavy pouring rain at approximately 2pm Our bays were full. We made our Initial diagnosis, ordered the ECM, waited for its arrival, then installed it. After installation and what appeared to be a correction of the problem, we began to determine the source of the secondary problem (the wiring harness).We stand by what we did. There were two problems. One was the ECM computer, and the other was a faulty wiring harness. The fauly harness probably caused the ECM to go bad. There are no industry standard "book hours" for tracing out electronic systems. We only charged for actual hours. We have highly trained, certified mechanics. We have been in business for 20 years. We have had only 1 other complaint to BBC in 20 years. We are trusted by major companies and have a good reputation. This particular customer did not allow us the time to finish the job. We told her that the wiring harness needed to be replaced, so it's no surprise that her mechanic is telling her the same thing.In regards to us not taking a credit card over the phone, we did not change any company policies. We only accept credit card payments over the phone up to $500. This is the maximum exposure that we will risk, as it is difficult to prove charges were authorized when there is no card imprint. Our merchant services provider will automatically refund any charges requested by a customer that did not provide the card at the time of purchase. And knowing that the customer didn't want to pay for any of the services rendered, we could not take that risk. A T-Check was issued for payment, which is a guaranteed check system, one of many that are standard in the trucking industry. It is not common to accept a credit card payment without the card being present for large amounts. We protected ourselves from a company who was already refusing to make payment.In closing, we stand by the work we performed on the vehicle in question, and only charged the customer for actual time worked on the truck, to include diagnostics and installation. We did not charge for any time we were waiting on either the rain to stop (the vehicle was towed to the outside of our facility) or for the part to be delivered.If you require further information in this regard, please feel free to contact my office.Regards,[redacted]- Owner
Complaint: [redacted]
I am rejecting this response because:All American Diesel is not taking responsibility for less than average team they have working; the result of not having an able team that can easily diagnose a faulty electrical wiring harness cost our company a lot of money. To the tune of 4 thousand when we include their costs, and our own cost to send a driver from Laredo to their facility. Our electrical technician took just 2 hours to find the electrical fault. To justify their shop's team taking multiple days, they're trying to twist this into a grand mystery of miles of electrical wiring that take days to find, when in reality it's not anything close to the truth. We point to the fact that once we notified them of our intent to remove the truck from their facility; their attitude completely changed and suddenly "they new" what was wrong and were minutes away from fixing it but we refused; trying to place the blame on us, and still are with this refusal. We gave them the opportunity to diagnose the problem but their team wasn't up to par and couldn't find the fault. Did they expect a trucking company which loses money with each hour that a truck is in the shop; continue to trust that they would figure this out, when all else pointed to the fact that either they completely lied about working on the truck constantly or they did but don't have certified electrical technicians. We believe All American Diesel purposely left the truck in their shop for multiple days to over charge our company for unnecessary labor and parts.The 1,400 dollar ECM that was changed and the one they mention it needed was because of the faulty WIRING HARNESS, had they diagnosed the fault correctly, their system would have never have "identified" a faulty ECM, because the faulty part was the WIRING HARNESS. The ECM worked fine and had no prior issues. The shop mentions they take pride in being honest, but repeatedly lied about having multiple electrical team members working on the truck. This problem doesn't take more than one technician to find and fix in less than 3 hours.Fairness wasn't shown when they refused our original payment agreement of settling the bill with a Credit Card over the phone. How can they ask a trucking company to have their driver with the Credit Card in hand. We have 30 plus drivers and aren't going to send out each and everyone of them with a Credit Card in hand. This requirement by their owner [redacted] is completely unacceptable and they have been the only company that has changed their policy on the spot for their convenience and to disrupt our decision of removing the truck from their shop.The fact that they originally wanted to charge us over 4 thousand dollars with the truck still not working; brings us to the conclusion that they abused our trust in them and all they wanted in the end is turn a small electrical job into a multiple day job which resulted in an over inflated and outrageous bill.They don't see customers, they see a chance to take advantage of company's that are hundreds of miles away and can only "believe" what the shop is saying as truthful. Once we got our truck back, we knew they didn't do anything close to what they were telling us over the phone. We want them to take responsibility and acknowledge what happened in this situation; and address future situations differently from the approach they took with us.
Regards,
[redacted]
All American Diesel & Tire, LLC [redacted]
[redacted]
[redacted] April 7, 2016 Revdex.com Corporate Office 1005 La Posada Drive Austin, Tx 78752Case ID [redacted] To whom it may concern: Following is our company's response to the above reference complaint Claimant's vehicle was towed...
in to our facility with a problem of the engine cranking but not starting. We followed all standard procedures to attempt to diagnose what is inherently a difficult problem to solve (electrical issues). Our trained mechanics followed all proper procedures to try and narrow down the source of the problem. Our Service Writer was in phone contact with the Claimants company mechanic as well. All procedures that were performed were pre-approved. All indications of the tests we performed indicated that the ECM board was faulty, and after receiving authorization from the Claimant, the board was replaced. The original ECM board was verified by an outside provider that it was indeed faulty. After replacing the needed part, the truck would start, but would only run for 15 minutes before shutting down. At this time we began more electrical diagnostics. It was then determined that it was a problem in the wiring harness which caused the ECM to become damaged and fail. It becomes very time consuming to trace out the wiring harness as there is over 3 miles of electrical wiring circuitry within this trucks electrical system. Prior to us completing our repairs, the claimant requested that we stop all work and she was going to have the vehicle moved to another facility. She stated that she felt we were taking too long, It was explained to the claimant that tracing out wiring circuitry is very time consuming. [redacted], the owner of All American Diesel & Tire, explained to her that we had narrowed the problem down to the wiring harness and were almost completed with both diagnostics and the full repair. She then restated that she had already sent a tow truck to pick up the unit. At this point we ceased all work at the customers' request and billed out for the parts and labor we had performed up to this point. We at All American feel that we followed proper procedures to diagnose and properly repair the equipment. The customer became impatient and elected to not let us finish the repair. At this point we billed for parts and labor performed up until that point. After repeated requests to allow us to continue and complete the job, as we had already narrowed it down to where the initial problem had stemmed from (the wiring harness — possibly a broken wire or a bad connection), she Still refused. We did not bill the customer for any parts or labor that did not contribute to correcting the problem. We followed proper procedures to diagnose the problem. We rely heavily on our top-of-the-fine Snap On diagnostic equipment. After our diagnostics it was determined that there were a multitude of problems. The ECM (truck computer system) had failed and was damaged due to a faulty wiring harness. [redacted] informed the claimant and that no unnecessary parts were installed or excessive diagnostics performed_ We take great pride in being fair and honest in our business practices and strongly object to any negative reports on our Revdex.com rating. If you wish to discuss this matter further, please feel free to contact [redacted] Oseen at our office. Regards, [redacted]