Stiles Truck Body & Equipment

Review: Stiles Truck body installed a fifth wheel trailer hitch on our two day old 2015 Chevy pickup. When my wife arrived home from picking up the truck we noticed that there was two extra holes drilled into the bed of the truck and there was grease all over the bed of the truck, both inside and out. There was also metal shavings in the bed of the truck. My wife called Stiles and asked to to speak to the manager. When she described to him the two extra holes and the condition of the truck his response was "that's what happens sometimes and if you think that we are going to give you any money back your crazy". He didn't apologize or own up to the mistake.Desired Settlement: Since there is no way to repair the two extra holes made in the truck bed I would like a partial refund of $300.00

Business

Response:

[redacted] hired us to install her USED 5th wheel hitch. [redacted] did not provide us with proper installation instructions, the original owners manual or an installation kit to fit her new truck. We ordered a vehicle specific installation kit based on the information given by the truck dealership. We followed the instructions that were provided with the new install kit. The drill location provided by the instructions were different from the used hitch and our installer drilled two holes that didn't match up to the hitch rails. These holes were hidden below the rails and the installer didn't mention it because they were not easily seen. This type of thing happens on occation when installing used equipment without the original instructions. She was in an extreme rush to have it installed and we accomidated her by putting her job in front of all other jobs. She indicated that she wanted to be pick up the truck as soon as it was finished with no delay because she had lots of other things to do that day. Therefore, I specifically asked our detailer not to detail the truck in this case because she was in a hurry and detailing the truck would have taken an extra 30 minutes. [redacted] called nearly 1 week later with these complaints. I offered for her to come back and let us detail the truck and find a solution for the two wrong holes. She contiued ranting about the problems. I told her again what I would do for her and that I would not offer any type of refund. She rudely hung up on me. I tried calling her 6-times following our conversion. I then left a voice message asking her if she wanted to come back in and what day would work best. She never replied. We still will offer our remedy, but we will not issure any type of refund.

Consumer

Response:

I am rejecting this response because:The dealership set up the appointment to have the hitch installed. As stated Stiles ordered the installation kit for the vehicle and the used rails are the same ones that would come new. Never was Stiles told to rush. The only thing that was said was to let us know when they were done so we could pick it up. Yes the two extra holes are clearly visible. That is clearly poor workmanship and instead of owning up to the mistake they tried to hide and hope it went unnoticed.

Business

Response:

The “under-bed” mounting kit (supplied by Stiles Truck Body) has different requirements than the old “above-bed” rails and hitch (supplied “used” and without instructions by the complainant). Sometimes, as stated before, these requirements are slightly different. That was the case in this instance. I as well as my employee and Stiles Truck Body have owned up to this unfortunate circumstance FULLY and have offered three times now to try and fix the problem and satisfy the complainant. This was not poor workmanship, this was a circumstance caused by attempting to install USED equipment without instructions into a new truck, under a deadline, and for a customer that does not understand the process of this type of job. The complainant stated that we weren’t rushed. I and we reject that statement. We were pressured from the dealership to have the vehicle completed on Wednesday 5/28, because the complainant had to use the truck for pulling their trailer for an event after the installation. We expedited the under bed mount kit and moved other jobs around to accommodate the complainant’s schedule. We were also pressured from [redacted] over the phone before the installation and in person when she dropped of the truck, to have the truck done as fast as possible because she had very important errands to run and she had to use this vehicle. So much in fact, that I had to actually tell [redacted] (jokingly) that I couldn’t do the installation while she drove down the road. I and we are not making excuses for or hiding from the complainants complaints, rather trying to let them allow us to fix the problem. Unfortunately, we do not offer monetary refunds for this type of complaint. We only offer customer service and actual work to fix the root of the problem. A monetary refund will not fix the problem. Again, if the complainant would like to have us fix the problem we would absolutely love it. Why won’t they? I think that should be asked…..

Consumer

Response:

I am rejecting this response because: once again if you order the install kit for this vehicle the rails are the same as what was provided. How else would you explain drilling extra holes in a brand new truck other than poor workmanship. Why were we not told when we picked up the vehicle that they made an error? Why did they attempt to install the hitch if the parts were not the correct ones? Yes they told us that we could come back in and they would put tape over the holes to fix the mistake. Stiles keeps saying that they were rushed, now by the dealer and [redacted], which is untrue and is no excuse for drilling extra holes and not saying anything. I would not hand over my vehicle to Stiles for anything. How can you trust a business that try's to hide there mistakes and then wants to blame you when they get caught.