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Tracey Road Equipment, Inc.

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Reviews Tracey Road Equipment, Inc.

Tracey Road Equipment, Inc. Reviews (4)

In response to Mr. [redacted]'s complaint, we received a phone call requesting road service on 4/27/2017 to Exit 8 on Route 390 for a truck clown with no power, loss of air and a check engine light on. Tech went down and found that the truck needed an airline to be replaced to the waste gate...

actuator. He came back to the shop to pick-up line and returned to site and attempted to remove line and the fitting broke. He was able to make a temporary repair and block off the line so driver as was able to drive the truck hack to our facility.We then quoted a repair of replacement of the complete turbo assembly which I reviewed with Mr. [redacted] and it was approved and signed for by Mr. [redacted] thus authorizing us to perform the repairs to his truck. (Attached to this letter) There were also other issues with the truck that were declined to be addressed. Mr. [redacted] was able to do some research and called concerned that it looked as though the actuator can be replaced rather than the complete turbo assembly. Our shop foreman didverify this and we were able to source the actuator to repair the truck.As a courtesy to the customer due to the misunderstanding I removed the mileage charge for the road call from the bill as well as our shop supply charges. Those charges were a total of $429.00 plus tax. ($75 in shop supplies, $354 in mileage charges, 118 miles@ $3/mile)[redacted] expressed displeasure with the transaction and refused to pay for the repairs to his truck. I explained since he is a Cash on Delivery account that he would have to pay his bill in full or the truck would not be released back to him.With regard to the actuator testing at another dealership, they noted that the actuator was cracked, a cracked actuator is still not ausable part as this will cause an air leak and need to be replaced regardless to perform properly on the truck. The inspecting dealer did not state this was due to "negligence from repair person when they took it off." I have attached a copy of the invoice from [redacted] who did the inspection for Mr. [redacted].We did everything in an attempt to help Mr. [redacted] get back on the road as soon as possible and when he couldn't get back on the road we drove him to and from the hotel of his choosing to help accommodate his needs. Tech did everything he could on the side of the road to attempt to make the repair and even performed a temporary repair to allow the truck to be drive-able to the shop and avoid any towing charges.I believe our bill is more than fair for this repair. I have attached a copy of the final invoice and approved/signed estimate for$3,400.00, and invoice from [redacted] for their testing on the actuator for your review. Please feel free to contact me with any further questions.Warm regards,Daniel F[redacted]Parts & Service Manager

In response to Mr. [redacted] complaint, the trucck arrived on 11/13/2017 with a complaint of a "pop" noise, heavy blacksmoke and no power. Our techs brought the unit in and diagnosed the truck with a Turbo and Charge Air Cooler failure. Weprovided a written estimate to Mr. [redacted] and...

explain our company policy for COD (cash) accounts was to receive a 50% depositprior to performlng any repairs /ordering of any parts, We wrapped up repairs and road tested the vehicle on 11/17/2017 and letMr. [redacted] know that the pairs were complete and truck is ready to be picked up. We then charged Mr. [redacted] for the balance of therepair bill. Driver then arrived to pick up the unit and expressed concern that his door latch was not working properly. We broughtthe truck back into the building to inspect the issue. We found that there was an issue with the latch Itself, we then explained this toMr. [redacted] and he stated he recently had the door handle repaired and stated it should be warranty. We stated he could send inpaperwork of what was repaired and if the repairs were performed at a dealer or parts purchased we would look into and pursueany possible warranty on his behalf, When he sent in paperwork it was found parts that were replaced were not related to ourfindings and the latch was not replaced prior. We then explained to Mr. [redacted] this was related to repairs but under thecircumstances ·we ·would repair the door with no labor charge he would just have to cover the parts. He then agreed and repairswere performed later that day as promised (11/17 /2017). We then billed Mr. [redacted]'s card for the latch parts as agreed per ourprior conversations. There was also no mention of any other damage to the truck during this time.Around a week or so later, I received a call from Mr. [redacted] stating that there was potentially an issue with the truck I advised himof the repairs that were made and any issue would have to be related to the repairs that were performed. I also stated unit wouldneed to be towed to a Freightliner authorized dealer to be inspected as they would be the only ones authorized to perform anywarranty repairs related to repairs performed by us. Unit was towed to a repair facility of Mr, [redacted]'s choice and they contactedme stating the engine was locked up. I asked that they inspect the Turbo and Charge Air Cooler repairs that we made, as well as apull a DDEC report (ECM Report showing history of truck), oil level, oil condition and to send me some pics In regards to whatmight be going on, I was told it might be a few days.On December 8, 2017 I received pics of the truck and its condition. The oil magnet had a decent amount of metal on it, there wasvery little oil in the motor. The gentleman also said that it appearared to be leaking from a drain line, He then sent me a poor qualityvideo of what appeared to be a leak. The leak on the video was very aggressive, oil was coming out at a very high rate. My concernat this point was history since the unit had left our shop as oil leaking at this rate would cause a number of major issues. This truckmade it well over 1,000 miles and is several days and states away. As part of the driver's daily routine they are supposed to bechecking oil levels , with the rate at which this leak was flowing there would have been oil just about everywhere and would havebeen apparent in our shop prior to departure and during driver's daily inspections. The DDEC report ·would have also shown a lowoil pressure fault and how long unit was continuing to be operated since fault. The repair shop handling the repair did not providethis info as requested. This is another reason why it was suggested unit be taken to a Freightliner authorized dealer. At this time,with the current facts and lack of requested documentation we believe this to be a driver neglect/abuse issue.Warm regards,Daniel [redacted]Parts & Service Manager

The unit arrived 7/26/17 with no advance warning and we did our best to diagnose the issue the same day to get customer back on the road.  During diagnosis found turbocharger compressor wheel scrubbing the housing and a misfire on #1 cylinder.  The first tech punch was 2:03...

PM 7/26/17.  At 3 PM 7/26 I personally spoke with with the customer and explained we had a dead number one cylinder and injectors needed to be removed to continue diagnosis, he agreed to tear down for diagnosis.   He stated no REPAIRS were to be made without authorization, which none were.  At 4:15PM on 7/26/17 the customer again called and told me to stop all work .  I explained to him that the injectors had already been removed and we had approximately 2 hours of reassembly time in order to make the truck run.  The truck was reassembled and final Tech punch at 10:20AM on 7/27/17.  Our start time 730 am.  That is 2 hours and 27 minutes on 7/26 and 2 hours and 50 minutes 7/27 for a total of 5 hours and 17 minutes of labor, only 5 of those hours were billed, with almost 100 dollars of oil that was not billed by our mistake.  We also shuttled the driver at no additional change to and from the hotel.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The shop did not perform the repairs properly and caused all this additional damage to the engine. Right now the truck is at the point where the engine can not even be rebuild, but rather, a new engine has to be installed. Regardless of the video quality of the footage, the turbo installation caused the damage. It is as plain and simple as that. If Tracey Road Equipment will pay for the tow and examination, they can have the truck towed to any other place of their choice. I did exactly what was agreed upon, have the truck towed from the [redacted] location in [redacted], where they initially discovered that the turbo install destroyed the engine, to another repair facility that would take the engine apart to determine the exact cause.Now that there is irrefutable proof, Mr. Dan [redacted] suddenly feels that it is driver error or negligence. I would like to point out that Tracey Road Equipment also changed the oil and filters, or so they billed my company. If at that time there were any concerns about the status of the engine, the oil pan should have been taken off to examine the engine. That is all part of the checks of the mechanic working on a blown turbo replacement.The problem is that the overnight mechanic or mechanics that worked on the truck did not perform any of the required checks. They just let the truck roll out of the shop with a leaking return line that was not properly replaced.The engine holds 10 gallons of oil, which at the rate shown in the video would cause it to leak out over that time. The reason trucks are taken to a professional repair facility is to have it in working order so that they can head out on the road for long distance hauls. Not just to make it from one end of the town to another. Trucking involves hauling freight long distances. If Tracey Road Equipment inspected the truck and confirmed that it worked according to manufacturer specifications, and no other concerns were conveyed verbally or in writing, then surely one would expect the truck to be able to work more than a week or go further than 1,000 miles. In Mr. Dan's own words, a leak of that proprtion will cause other issues. The answer to that is yes, it caused other issues, it destroyed the engine, the turbo and basically any other component that should receive oil. That is the damage caused and based on all facts, it is Tracey Road Equipment's fault. The mechanics did NOT perform their job, and it was not repaired properly. The failure to properly insert and tighten the oil line to the turbo caused the engine to seize up. Due to the rate and location of the leak it consistantly pushed the oil out until the engine was not able to function and seized up.Based on all the facts this is a repair error that caused all the damage and the acceptable solution is the refund of repair costs and the replacement of the engine.Regards,[redacted]

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Address: 6803 Manlius Center Road, East Syracuse, New York, United States, 13057

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