Sierra Freightliner Sterling Western Star, Inc.

On August 22, 2016 I had my motor home into this facility for an overheating problem we were having while on a trip. The staff was very friendly and worked diligently to solve the problem. It took until the 21st of August to get our unit back as they had to order parts etc., etc. When the unit was turned in on the 22nd I mentioned that we had purchased an extended warranty on the unit when it was purchased in December of 2015. A copy of the warranty was provided to the service manager for the purpose of submitting a claim. At that time he mentioned that it may not be covered as the problem may have been caused by lack of service.
With that in mind we agreed that if it were not covered I would pay, out of pocket for the repairs. Which is what happened.
When I went to pick up the vehicle he informed me that the claim had been denied. My intention was then to follow up with the underwriter once we returned form our trip.
Last week when talking to the underwriter we were informed that a claim had never been submitted.
A little honesty goes along way. Had Sierra Freightliner mentioned they do not or would not submit the claim and ask for payment by cash, check or credit card at the onset I would have been fine. Instead I contact the warranty provider ready to do battle and find out they are not at fault.","neg-1

On 11/12/15 we brought our truck in to get an oil leak repaired and to see why the truck started shutting down. so after they put it on diagnostics they told us what it would take to fix the problem they repaired the oil leak and the Problem with the shutting down of the truck...after they finished the repair which was $2800.00 they informed us that our truck was smoking very badly and we told them our truck was not smoking when we brought it here. the guy told us for an additional fee they can stop the smoking and in all to pay $4193.44 that would take care of the smoking. Now after we pay that they tell us the truck is still smoking badly and to do another repair on our truck it would be another $4500.00. when they clearly told us that the first repair would stop the smoking. Now having no other choice we had to let them do that repair which cost us $4500.00. and told us that procedure would stop the smoking..after we paid that the truck is still smoking and running very badly now they want to charge us another $4900.00 to do another repair. We are from [redacted] here in [redacted] where our truck is still at the freightliner as of 12/15/15. Oour truck went in with an oil leak and shutting down problem NO SMOKING!!! we have paid all this money and they still haven't fixed our truck. My company has suffered major lost and on the verge of closing my company because of the incompetence of these employees that didn't seem to know what they were doing and still they ask for more money to do things to the truck. They made it impossible for us to take loads and make money and get our truck back to [redacted], not to mention the cost for staying in hotels while waiting for the repairs which was around $1200.00. I NEED MY TRUCK FIXED AND I WANT FREIGHTLINER TO PAY!!!!Product_Or_Service: semi truckDesired SettlementI want freightliner to be responsible for damage they done to my truck and to be responsible for all repairs they caused after they fixed the oil leak and the shutting down of the truck. I would like to be compensated for all additional monies that was spent for the damage that they caused. After fixing the first repair.Business Response Work order opened 11/13/15 at 8:50am. Customer only complaint at that time was oil leaks. Customer did not ask us to troubleshoot shutting down. We inspected the unit and found rear section, valve cover, gear housing, turbo oil drain, VGT actuator leaking and air tanks full of water. Customer gave the okay to reseal the valve cover, turbo oil drain, and replace air dryer. When pulled in noticed smoke out the stacks. When removing the turbo the nuts seized which caused the studs to break off. Updated estimate and advised the customer. Customer gave the okay to replace manifold and reseal. Completed approved repair. Unit still smoking and found oil line to EGR hose rubbed through on oil filter housing. Customer gave the okay to replace EGR hose. Replaced hose and ran unit still smoking. Clean oil residue from engine. On road test truck died once and both check engine lights came on. Customer advised and gave us authorization to troubleshoot unit. Inspected and found fuel and air filter both completely plugged and supply fittings on foot brake valve leaking. Check sensor reading barometric PSI reading incorrectly due to an aftermarket "POWER" adder being installed. EGR delta-p misreads and unable to re-calibrate. EGR crossover hose damaged due to all securing clamps missing. Customer advised and gave authorization to repair. Performed all repairs. Unit still smoking badly. Clears up slightly once VGT vanes start operating. Now able to run engine & properly monitor readings. EGR & VNT vanes actuating intermittently. EGR valve leaking exhaust, turbo VNT vanes sticking closed. Building 24psi with no load. Inspect return fuel flow evidence fo injector o-rings failed. Bubbles seen in return fuel. Install test ECM no difference. Reinstall original ECM. Turn in parts list for turbo, EGR valve, injector reseal kits and time to perform complete overhead adjustment and check trim codes. Customer declined repairs. We advised customer that the unit will not run correctly and smoke. Customer paid and picked up unit. Customer brought unit back the same day. Provided customer with an estimate for repair. Customer gave us authorization for repair. We replaced the turbo, EGR valve, resealed injectors and set the overhead. Checked trim codes okay. Note we found front bolt hole on exhaust side on rear jake housing stripped out & cracked. Customer was advised and we repaired with heli coil. Housing did torque to spec. When started unit still smoked badly. Plumb in fuel psi gauge unit has 12psi at idle. Unable to rev to check high idle psi. Spec at 600rpm is 18psi. Disconnect ECM chassis harness. check power & ground wires. Excessive resistance in ECM ground circuit. Found dirty terminals at battery/frame connections. Clean terminals. Now have correct resistance in both power/ground circuits. Start unit. Still smoking badly and wont rev up. Attempt cylinder cutout test. Smoking badly regardless of cylinder cutout. Remove front cam cap and check engine timing. Found cam timing set advanced 1 gear tooth. Asked customer if any repairs done. Per customer engine rebuilt 2014. Likely cam was reinstalled incorrectly at that time. Injectors have likely been runed from running advanced (hot) for a year. Also barometric bypass would further cause high temps and injector failure. Customer advised and estimate sent to customer. We have advised the customer through each step of the repair. Each time we repair a problem we find another problem. This does happen from time to time on a 10 year old vehicle with 800,000 miles. We have not caused any damage to this vehicle. We have repaired failed components that will cause the engine to run poorly and smoke. As I have stated above each time we make a repair we find more failed items. We have adjusted parts and labor pricing to help the customer through this difficult situation. We will be more than happy to help the customer on parts and labor were we can but we will not pay for the repairs.

Last month my Freightliner truck was in said shop for 12 days... 6300 dollars later, I pick up the truck and go away.What was done to the truck,, requires a 3 axcl alignment. This work was not performed unbeknownst to me. 4 days later I put brand new steer tires on the truck ,957. Dollars, ( receipts are avail) 3 weeks later the tires were ruined. I called and talked to service personal, Brian, who did inform me that the alignment WAS indeed Standard Operating Procedure.Product_Or_Service: Workmanship/laborDesired SettlementTo get an apology or at least admit to their mistake, and of course the money or tiresBusiness Response The customer checked the vehicle in with a leaking power steering box/reservoir. We inspected the unit and found that the steering box was leaking along with the reservoir. Estimate for repair was sent to the customer. Customer gave the ok to make the repair. We replaced the steering box and reservoir. When we went to set the poppets we found the driver side steering stop broken off. We tried to drill/remove the stop but were unable too. When we attempted to straighten out the steering it was binding and locked up. After further troubleshooting we found that the king pins had frozen. Customer was advised and a new estimate was given. Note on this axle the king pins are part of the axle so when the king pins fail the complete axle has to be replaced. This was explained to the customer. We replaced the front axle with all needed hardware. We also had to replaced the power steering pump to complete the repair. We set front axle toe and test drove unit with no problems. In the customer complaint it is stated that a 3 axle alignment is required. This is not correct. The only time we require or recommend a 3 axle alignment is when the customer comes in with a complaint of a vibration, pulling to the right or left, uneven tire wear and frontend wondering. In this case the customer came in with an oil leak at the power steering box/reservoir. The customer never advised us of any of the above problems so we would have never recommended an alignment on this repair. In the complaint the customer stated that the service writer said it was standard operating procedure to perform an alignment when the front axle is replaced. It is if the above complaints are listed but not on this repair. We are sorry for the customer's loss but we can not be held responsible for damage to tires. The repair we made was complete and correct. We did not feel the unit needed an alignment and if we did we would have included that in the estimate for repair.