Transport Refrigeration, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have received the B.B.B.’s notice about a customer complaint.  I have personally talked to this customer multiple times about this complaint and was not able to resolve the issue.  This is not the first time this customer has said Transport Refrigeration work quality was poor,...

and I will elaborate on this issue and the previous one that I resolved with him.  The back story to this complaint filed with the B.B.B. is as follows:  The customer brought his truck into our shop on the morning of 10/5/15 to have an Espar coolant heater system installed.  We performed the installation, the customer was shown how to operate the heater, he looked over our installation including the area with missing bolts, he personally placed some items into the step box in question, and left our property satisfied.  Over 1 week later, the customer  called and was accusing us of breaking some of the bolts that hold the cover of his step box that the heater is mounted inside of when we did the installation.  He said these broken bolts were causing the door on the step box to not latch in the closed position.  I told the customer that I would talk to the technicians whom performed the installation and the customer said he would send me pictures.  I told the customer to bring the truck into our shop and we would look at it, and install any missing bolts.  I offered this as a gesture of customer service; not taking any blame as I had not talked to the installing technicians at this point.  The customer told me that he no longer works for the same company and will not be in the Green Bay area anymore, and he had someone email me pictures of the broken/missing bolts 5 days later on 10/19/15.  I spoke with my technicians whom performed the installation, and they informed me that the bolts were missing prior to removal of the cover by Transport Refrigeration.  As you can see in the attached pictures that all of the nut inserts not required for removal of the cover are extremely rusty, and the larger one for the cover look very new and are silver in color.  These were the only ones present when the truck was brought to us.  The missing ones pictured were not there when the truck was brought to us.  We did not install the silver colored nut inserts that are “like new”, because the nut inserts that we use are gold in color due zinc coated to prevent corrosion.  After talking with the technicians and reviewing the photos the customer had sent to me, I spoke with him to explain that the bolts were missing before we did the installation. This customer has accused Transport Refrigeration of damaging or sabotaging his truck every time he brings it in for work.  In fall of 2014 this customer had his Truck in our shop to have his Espar D2 air heater repaired which we did to his satisfaction.  The next day the starter on his Tripac Auxiliary Power Pack “APU” engine failed and he was irate and accused us of sabotaging the starter.  This accusation was as false, but in an effort to maintain a business relationship with him, I agreed to have our shop install a new starter on his APU engine without a labor charge which would have been approximately $200.00.  Again, this was only as a gesture of goodwill that we waived this labor charge.    We will mail a check for $250.00 for this complaint to the customer’s listed address because we stand behind our work 100% and are dedicated meeting our customer’s expectations, however I maintain that he is blaming us for an existing problem. Sincerely,[redacted] – Operations ManagerTransport Refrigeration(920) 339-5700 ext# [email protected]

Review: I purchased a esbar antifreeze heater. During the installation The repair technician did damage to the passanger side box step.. They had to take the side box step apart to install the purchased item but did not re-install the side box step back to its original condition. There are several screws either broken or damaged which caused the step to become loose. I have made several attempts to try to resolve this issue and come to some form of agreement with manager Aaron Hoff but to no avail.Desired Settlement: I would like there to either be a billing adjustment/discount applied and credited back to myself or for the company to pay the repair bill to get item fixed.

Business

Response:

We have received the B.B.B.’s notice about a customer complaint. I have personally talked to this customer multiple times about this complaint and was not able to resolve the issue. This is not the first time this customer has said Transport Refrigeration work quality was poor, and I will elaborate on this issue and the previous one that I resolved with him. The back story to this complaint filed with the B.B.B. is as follows: The customer brought his truck into our shop on the morning of 10/5/15 to have an Espar coolant heater system installed. We performed the installation, the customer was shown how to operate the heater, he looked over our installation including the area with missing bolts, he personally placed some items into the step box in question, and left our property satisfied. Over 1 week later, the customer called and was accusing us of breaking some of the bolts that hold the cover of his step box that the heater is mounted inside of when we did the installation. He said these broken bolts were causing the door on the step box to not latch in the closed position. I told the customer that I would talk to the technicians whom performed the installation and the customer said he would send me pictures. I told the customer to bring the truck into our shop and we would look at it, and install any missing bolts. I offered this as a gesture of customer service; not taking any blame as I had not talked to the installing technicians at this point. The customer told me that he no longer works for the same company and will not be in the Green Bay area anymore, and he had someone email me pictures of the broken/missing bolts 5 days later on 10/19/15. I spoke with my technicians whom performed the installation, and they informed me that the bolts were missing prior to removal of the cover by Transport Refrigeration. As you can see in the attached pictures that all of the nut inserts not required for removal of the cover are extremely rusty, and the larger one for the cover look very new and are silver in color. These were the only ones present when the truck was brought to us. The missing ones pictured were not there when the truck was brought to us. We did not install the silver colored nut inserts that are “like new”, because the nut inserts that we use are gold in color due zinc coated to prevent corrosion. After talking with the technicians and reviewing the photos the customer had sent to me, I spoke with him to explain that the bolts were missing before we did the installation. This customer has accused Transport Refrigeration of damaging or sabotaging his truck every time he brings it in for work. In fall of 2014 this customer had his Truck in our shop to have his Espar D2 air heater repaired which we did to his satisfaction. The next day the starter on his Tripac Auxiliary Power Pack “APU” engine failed and he was irate and accused us of sabotaging the starter. This accusation was as false, but in an effort to maintain a business relationship with him, I agreed to have our shop install a new starter on his APU engine without a labor charge which would have been approximately $200.00. Again, this was only as a gesture of goodwill that we waived this labor charge. We will mail a check for $250.00 for this complaint to the customer’s listed address because we stand behind our work 100% and are dedicated meeting our customer’s expectations, however I maintain that he is blaming us for an existing problem. Sincerely,[redacted] – Operations ManagerTransport Refrigeration(920) 339-5700 ext# [email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,