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TCT Truck & Trailer Repair

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TCT Truck & Trailer Repair Reviews (2)

The customer did seek our shop out for repairs and we did make the repairs desired which was a air bag replacement on the trailer the air bag was purchased from a local parts vendor that supplies the general public with parts as well as businesses. After replacing the air bag the customer called...

and began to complain of the price of the part I explained to him that we were in a cornered market as there is only 1 local supplier for these type of bags today. I then offered to drop the price of the air bag 15.00 and had our office manager on the phone as well to witness the discussion. The customer stated that 15.00 was of little use to him based upon the price of the part and that our labor was to high as well I then further explained that this labor was only .25 hours more than the last visit he had made to the shop and that labor doesn't always remain exactly the same everytime due to different techs working on the equipment. He said that is fine Ill just pay the bill as it is and so he did so with a check. The unit went 72 miles and the new air bag failed. The customer contacted me after several hours and asked what I was gonna do about this meanwhile his driver sent me pictures of the air bag from his location. I determined that the air bag had failed due to a manufacturing error and not the workmanship of our shop. The customer wanted us to go 72 miles one way make a service call in the field and GIVE him another air bag for no charges. I explained that the service was rendered in the shop and that the part had failed therefore the only warranty that was usable was to receive another air bag free of charge but further labor would entail if we had to make the service call. He said that was unbelievable and I explained that I have nothing to do with the construction of the part and that if he was here locally he would have been issued the same exact air bag that I was so therefore if he would have installed it the part would still have failed. I did tell him that if he could get his driver to return back to the shop we would put a second air bag on after hours free of any charges because that seemed more logical than giving away a expensive service call when we were not the cause of the failure. The trailer was not immobile and  so the driver did return and we installed a second air bag and wrote a invoice for no further charges. After about 1.5 hours the customer called back after the close of business and said the second air bag had failed and that he was unsure that we were installing the correct air bag. I called the parts supplier and we went through the entire process of finding the air bag part numbers that had been installed I saw that they were all matches and they further believed that that had been selling a deficient part to us in multiple quantities. The driver of the truck spent the night in town and the following morning I began to search for a better part and the customer called me and said that he would only accept a specific type of air bag at this point. after consulting with our main supplier in town they could not assure me that they could provide such a part but had offered to give a top grade OEM part and explained to me that unless they made the transaction through their vendors they could not help me any further than that. So we did have a High grade part in line to be ordered as they did not have on shelf and I contacted the customer and explained the current situation. He then said again I will not accept anything other than what I have now specified and I said that Ill do a bit more research and contact you back. I then contacted 3 other parts suppliers of air bags in the local area 2 of which said the exact part number that the customer had given me to find for his specific part was unknown and the third said that it is a good number but they do not stock the part the closest ordering facility was Rockford Illinois and that it would be the next day before it would arrive and I would have to pay for it as we were no longer dealing with the original parts supplier. I asked them if the part was on a store shelf closer to my area and they said no that it was only located in the home location of the customer himself. I contacted the customer back and explained the above to him and he asked what I was willing to do know I said that I would order and pay for the 3rd bag to come from anywhere he wanted and would accept any additional charges and install as well because I did feel embarrassed that we were having to sell a deficient part in this area however that would mean 1 more day down and he didn't want to do that so he chose to purchase the 3rd bag at his supplier and have his wife drive it down here. Once he told me that I explained to him that I would refund his money for the initial purchase of the air bag from us once we had the failed air bags examined and was setup for credit. He seemed fine with that as I told him the process should take less than 24 hours and at which time we would issue and mail a refund check because his initial purchase was paid by check. A few hours later the customer contacted me and informed me that his wife was approximately halfway between his location and mine and that she was stuck in heavy traffic but on her way with the part. He then said when she arrives do for her whatever you deem is fair and I confirmed with him that as I said earlier I will remove and install the new air bag with no charge and would have the parts inspected and credited and then issue a refund check from the company via mail. He said ok. Once his wife showed up she began to explain that she would not leave the shop property without cash in hand and if I could not meet her now changing demands then she would contact the police dept. I explained to her that I had come to an agreement with her husband and that is what I was going to stand by. I did however offer that if she would allow the truck to hurry up and get in the shop so we could remove the 2nd failed bag I would rush down to the supplier let them inspect and hopefully credit the bags and then at that time if I could accomplish this before the supplier closed would infact issue her a refund check. She prolonged the repairs and called the police so the option became void and then I deferred back to my original verbal agreement with her husband. Once the authorities came and left as did she we were able to complete the repairs the 3rd time. I then was approached by the customers driver and was asked if I would give him the check the following day when he was returning through town I said if that what your boss wants for sure and the situation is not going to change again Id be more than happy to. The following day I waited until 4pm and never saw the driver so I contacted the customer and asked for the address he would like the check sent to he issued that to me and I said that it will be placed in the mail asap. The check was in the mail on 10/31/14 and I believe the customer should receive it either 11/3 or 4/14. We refunded the exact initial price of the air bag part purchase including applicable tax and indicated so on a invoice that was sent with the refund check. If I were trying to scam this customer I would have never answered the phone to them after the intial service and certainly wouldn't have answered the phone to them after hours. If this was going to be an easy profit then our company would have charged the customer the highest list price for the bag which was approx. 70.00 higher than what they had paid. The customer felt as though our pricing was unfair from the initial purchase and seemed to portray that I should be charging what they were accustomed to paying in their home town yet they refuse to understand that parts pricing is different all across the country store by store and customer by customer much in the same as diesel and gas pricing. I did exactly what I told the customer I would do and would not do in this situation and held up a warranty that in many cases doesn't even exist in private shops like ours especially when it comes to the parts side.

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Address: 216 E Loop 340, Waco, Texas, United States, 76705-3176

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