Super Products

I am responding to you in regards to Complaint ID [redacted] in which Mr. [redacted] states he has had problems with a Mud Dog unit he has purchased from Super Products. We do acknowledge that thetruck has had some issues and our field attempts to rectify the situation have not been 100%...

successful. The truck is usable but not functioning as designed.I have contacted Mr. [redacted] in an effort to rectify this. I explained to him that as our field efforts were unsuccessful, I need to bring his truck back to our factory so that the product engineers can determinewhat the root cause of the problem is. I offered Mr. [redacted] the use of a free loaner until we have his truck working as designed so that he doesn't lose any production. Mr. [redacted] did not seem interested in this.Our warranty stipulates replace or repair. Return for a refund is not a realistic option. We truly want to make this truck right for Mr. [redacted].Since that conversation I have tried contacting Mr. [redacted] to make arrangements to deliver the loaner and pick up his truck. I have left several phone and e-mail messages to which I have received no response. As I have been unsuccessful in my attempts to contact Mr. [redacted], I asked our Regional Sales Manager to contact him. He was able to contact him and he was told that he wants to return the truck and he will be getting a lawyer.At this point what happens next is up to Mr. [redacted]. We are more than willing to bring his truck back and get it to function as designed. If you require further information related to this complaint or our effortsto rectify the issue, feel free to contact me at [redacted]Sincerely,[redacted]

Review: We purchased a 2015 Peterbilt Mud Dog [redacted] in October 2014. From the beginning the truck has had problems and has never been a reliable hydrovacuum truck. It has been serviced by your people several times and continues to have problems. The water pressure system has never worked right. It has been worked on by MudDog atleast 5 times. The water pump and recirculation system is not functioning correctly. This is a vital part of a hydrovac truck. The company has sent us new computerized parts, but the installation of them does not solve the problems. The business will not contact us anymore. They know it is a problem and the 12 month warranty is almost up. The down-time on the truck has been for half of the time we have had the truck. For the approximately $500,000 we are obligated to pay for this truck, it has not made its own payments because of the down-time. There are problems with the hydraulic system and other areas. This truck has not been a satisfactory product.Desired Settlement: We are not pleased with the product. As I have stated it is not reliable or functioning correctly - it never has. When it was delivered the man who came couldn't get it to work correctly even then.The 12 month warranty it almost up and we want to return the truck for a refund and have them resolve the loan with the financing company.

Business

Response:

I am responding to you in regards to Complaint ID [redacted] in which Mr. [redacted] states he has had problems with a Mud Dog unit he has purchased from Super Products. We do acknowledge that thetruck has had some issues and our field attempts to rectify the situation have not been 100% successful. The truck is usable but not functioning as designed.I have contacted Mr. [redacted] in an effort to rectify this. I explained to him that as our field efforts were unsuccessful, I need to bring his truck back to our factory so that the product engineers can determinewhat the root cause of the problem is. I offered Mr. [redacted] the use of a free loaner until we have his truck working as designed so that he doesn't lose any production. Mr. [redacted] did not seem interested in this.Our warranty stipulates replace or repair. Return for a refund is not a realistic option. We truly want to make this truck right for Mr. [redacted].Since that conversation I have tried contacting Mr. [redacted] to make arrangements to deliver the loaner and pick up his truck. I have left several phone and e-mail messages to which I have received no response. As I have been unsuccessful in my attempts to contact Mr. [redacted], I asked our Regional Sales Manager to contact him. He was able to contact him and he was told that he wants to return the truck and he will be getting a lawyer.At this point what happens next is up to Mr. [redacted]. We are more than willing to bring his truck back and get it to function as designed. If you require further information related to this complaint or our effortsto rectify the issue, feel free to contact me at [redacted]Sincerely,[redacted]