Transwest Truck and RV

Good morning [redacted] ,We received the above complaint and have contacted the customer ( [redacted] ) We are currently working with the customer in efforts to get this resolvedAll repairs have been completed from the damage caused to the RV from being hit by another customer dropping off their trailer to be repairedWe are planning to deliver the RV to the customer early next week and have arranged and offered the following:Paint the heater door cover on the exterior of the RV (passenger side) as "goodwill" at no charge - (Not related to previous repairs or work performed)Paint the rear engine access door/hatch as "goodwill" at no charge - (Not related to previous repairs or work performed)Repair some small chips in the paint on the battery compartment access door (passenger side) as "goodwill" at no charge - (Not related to previous repairs or work performed)Buff/Polish some miscareas noticed having some light scratches and dull spots on the exterior paint as "goodwill" at no charge - (Not related to previous repairs or work performed)Re-Check the winterization that was performed on the RV Charge/Test the chassis batteries on the RV (replace if needed at no charge)Charge/Test the house batteries on the RV (replace if needed at no charge)Refund the invoice of $as "goodwill" for the alignment performed.Thank YouRon B***Service ManagerToll Free: 800-909-7071Direct: 303-684-3453Fax:303-684-[redacted]

I am not sure where your information came from, but according to the [redacted] build sheet, this truck was manufactured with a [redacted] engine and not a [redacted] The attached document was printed from [redacted] and scannedTo the right of the engine line on the sheet it shows it is built with a [redacted] which is [redacted] DieselIf you look on the invoice from 7-11-it also states the truck has a [redacted] in it, and the part sold was for a [redacted] engineThe engine was purchased from a [redacted] dealer and installed at a [redacted] dealer so the engine has warrantyWe stand by our diagnosis that the DOC is plugged and needs replaced since it has PSI of pressure in it and should be less than PSIAs was stated previously, the truck has excessive idle time and a poor duty cycle which means it does not get hot enough to burn off the filters and causing it to plug upThe customer declined further diagnostics on the truck and pulled the truck out of our shopThe DOC needs to be replaced to continue troubleshooting and find out if there is an upstream failure causing more issues alsoThe attached document from TA truck stop is stating the same information about the brakes that we notified the customer of and they declined repairsAs far as we are concerned, this matter is resolved

The work on the RV has been completedWe performed everything that was presented and offered on the original response February 3, 2016We called and left the customer a voicemail last week in efforts to deliver the RV but did not hear back from themWe called again today and talked with ***We expressed that the RV was ready and offered to deliver it to them tomorrow morning (02/16/2016) [redacted] declined our offer to deliver the RV to them [redacted] wants to come and pick it up himself instead.At this time we have offered our assistance and hospitality in efforts to help with the repairs performed at the auto body shop and are prepared to deliver the RV to the customer

I called [redacted] and spoke to ***, [redacted] is off today [redacted] said he had spoken to you on Friday also [redacted] verified that the truck was originally built with a [redacted] engine which is what we installed in the truckThe new engine has a warranty of year - 100,mile warranty for major componentsThe gaskets used to install the engine carry a year - unlimited mileage warrantyThe warranty work we performed last month while the truck was here was replacing a leaking exhaust gasketWe did not see a failure of the engine that would say the engine needs replaced as you statedThe failure is in the aftertreatment system and has the DOC pluggedIf you call [redacted] make sure to give them the correct VIN for the truck, what we show is [redacted] Again, as far as we are concerned this complaint is over and has no meritWe will not refund any money for repairs

Complaint: [redacted] I am rejecting this response because:I have not looked over body in the last seven months of our motorhome that Transwest had parked in an open to the elements and busy environmentI had calls on interested parties that were interested in purchasing motorhomeAs I told Transwest, I now have months of depreciationIf you went to the dealer to buy a vehicle for your wife and had to wait for some reason,so you went back months later, you are not going to pay the same price for a month older vehicleI asked Transwest what it cost to rent a motorhome for a monthHe didn't knowI'm not even 1% at fault and I am not going to take a loss because of their neglect Regards, [redacted]

Complaint: ***
I am rejecting this response because: I talked to Ron & Brian today and told them that I lost my Parking space for motorhome due to the long wait, I cancelled the last months of payments because I didn't have the motorhomeI had two complete knee replacements in the last 1/months and both Vitrectomy of the eyesThey have put me thru so much stress thru this whole ordeal and I have been patient with them throughout this entire timeI do not trust themI brought them out two new engine batteries which they stated my month old batteries were badNow the batteries I brought out months old were bad againTheir alignment man stated there is no adjustment for caster,I had to show him that there is a adjustmentOur motorhome gets hit on their propertyI believe it was parked in the wrong placeRemember I could not P.Umy motorhome the first time due to a special parking area that customers cannot go to Now because of all of their mess and I had my motorhome for sale and at this time our motorhome was valued average retail 8/11/$151,NADANow I have to pay again for relisting and NADA price report is 2/5/$143,I will have over a $7,lossI talked to Ron and he didn't care at all on our lossSo I even still tried to work with them and asked Ron and Brian to sell it through Transwest since they sell motorhomesBrian said he would ask his mgrRon said we need it out of hereNow remember, they didn't even know they still had our motorhome till I called againI told Ron today a couple hundred will not take care of our 7,loss we will haveHe didn't sound like he cares at allWe our not 1% at fault and I want Transwest to take care of their customer, due to their error'sA two day alignment turns into months because of a broken mirror and rubber marks on l/f paintI believe again it took this long because of how they careThey have their own bodyshop this should have been top priority if Transwest cared at allI have been in this automotive field over yrsand have never seen a customer treated so wrongly
Regards,
*** ***

Good morning ***,We received the above complaint and have contacted the customer (*** ***) We are currently working with the customer in efforts to get this resolvedAll repairs have been completed from the damage caused to the RV from being hit by another customer dropping off their
trailer to be repairedWe are planning to deliver the RV to the customer early next week and have arranged and offered the following:Paint the heater door cover on the exterior of the RV (passenger side) as "goodwill" at no charge - (Not related to previous repairs or work performed)Paint the rear engine access door/hatch as "goodwill" at no charge - (Not related to previous repairs or work performed)Repair some small chips in the paint on the battery compartment access door (passenger side) as "goodwill" at no charge - (Not related to previous repairs or work performed)Buff/Polish some miscareas noticed having some light scratches and dull spots on the exterior paint as "goodwill" at no charge - (Not related to previous repairs or work performed)Re-Check the winterization that was performed on the RV Charge/Test the chassis batteries on the RV (replace if needed at no charge)Charge/Test the house batteries on the RV (replace if needed at no charge)Refund the invoice of $as "goodwill" for the alignment performed.Thank YouRon B***Service ManagerToll Free: 800-909-7071Direct: 303-684-3453Fax:303-684-3401***

Complaint: ***
I am rejecting this response because: Please contact *** *** at *** *** ext ***They will not call you you must contact themAlso you did not address the other items mentioned in our responseCan you please do so?
Regards,
*** ***

*** *** *** *** *** *** ***
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Transwest, That is very nice that your going to recheck our batteries due to your storage of our motorhome and possible not getting out all the water in pump and water lines out, if work was not done properlyPer telephone conversation Did you acquire cost of monthly rental? The bodyshop did give us a estimate of to repaint the engdoor, due to a color mismatchWife said no due to our sale of motorhomeShe didn't notice the different shade of color I did try to help you with this matter so we can get this settledHere is NADA price guideOn 8/11/ the average retail price was 151,On 2/5/average retail was 143,A difference of 8,I have the paperwork for NADADue you have the pictures taken by your service dept when we dropped off our motorhome? Thanks*** ***

The work on the RV has been completedWe performed everything that was presented and offered on the original response February 3, We called and left the customer a voicemail last week in efforts to deliver the RV but did not hear back from themWe called again today and talked with ***We expressed that the RV was ready and offered to deliver it to them tomorrow morning (02/16/2016) *** declined our offer to deliver the RV to them*** wants to come and pick it up himself insteadAt this time we have offered our assistance and hospitality in efforts to help with the repairs performed at the auto body shop and are prepared to deliver the RV to the customer

Complaint: ***
I am rejecting this response because: Through the new mechanics we have learned that when Transwest initially put in the new engine last year They did not put in a *** they put in a *** without our knowledgeand they changed the computerThey charged us for a new engine and the engine apparently was bad to begin withWhen they put in the engine that is when we had issues with the DPF Because the dpf didnt go with that engineWe had that replaced by *** ***And now we need a new engine per the shop that it is at And *** should have been more than aware of thatPlease review the attached documentsWe are losing money because Transwest has been dishonest and sabotaged our truckThe engine is still under warranty and Transwest was aware of that because Shane slipped and said there were only days left on the warrantyThey claimed we needed a docwhich is not the problem It was sensors and the engineIn light of new information we have been given by *** and the shop where the truck is located we are asking for a full refund for these repairs ad a partial for the 43,we spent on an engine that didnt belong in the truck to begin withThis company is not looking out for the customers They are definitely operating under deceptive business practices
Regards,
*** ***

Complaint: ***
I am rejecting this response because: First of all we got the information from *** at *** told us about the *** engineBut even putting that aside the engine that you all installed has had issues w=since it was installedThe frost pugs went out first along with a slew of other issuesThen the dpf was replaced.what we dont understand is how another shop has fixed the dpf issues those have been resolvedAnd a new DOC box was NOT requiredPlease see attachedIt is the engineAnd since you all installed it that should have been something that you all should have caughtWe did decline any further diagnostics from your shop due to the fact that the information was not matching up and you kept going into other issues that would not have and did not fix the issuesYou also stated that you replaced something that was covered under warranty what exactly was that? There is nothing listed on the documentationAlso from the engine replacement that was o=done on 7/11/there was no warranty information provided to usAnd when we asked Shane we to date still have not been given that information by you allWe actually had to contact *** to get that informationAs stated the engine needs to be replaced and that is something you all should have been able to take care of since it is indeed under warrantyThat was not mentioned by any of the shop foreman that we spoke toIn fact on the contrary they said nothing was covered under warrantyBut he did slip and say that our warranty was almost up on the engineBut none of you mentioned there were any engine issuesIt was strictly the dpf that you all mentionedAs for the TA the Ta did the repairs and it was not as you all specified you wanted us to purchase other items ( slack adjusters to be specific) that were not necessary to be replaced we only needed And those repairs have already been doneThis issue is NOT resolvedAnd we are asking for a at minimum a partial refund of repairs done previous and as of late
Regards,
*** ***

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Transwest, That is very nice that your going to recheck our batteries due to your storage of our motorhome and possible not getting out all the water in pump and water lines out, if work was not done properlyPer telephone conversation Did you acquire cost of monthly rental? The bodyshop did give us a estimate of to repaint the engdoor, due to a color mismatchWife said no due to our sale of motorhomeShe didn't notice the different shade of color I did try to help you with this matter so we can get this settledHere is NADA price guideOn 8/11/ the average retail price was 151,On 2/5/average retail was 143,A difference of 8,I have the paperwork for NADADue you have the pictures taken by your service dept when we dropped off our motorhome? Thanks*** ***

Good morning [redacted],We received the above complaint and have contacted the customer ([redacted]) We are currently working with the customer in efforts to get this resolved. All repairs have been completed from the damage caused to the RV from being hit by another customer...

dropping off their trailer to be repaired. We are planning to deliver the RV to the customer early next week and have arranged and offered the following:Paint the heater door cover on the exterior of the RV (passenger side) as "goodwill" at no charge - (Not related to previous repairs or work performed)Paint the rear engine access door/hatch as "goodwill" at no charge - (Not related to previous repairs or work performed)Repair some small chips in the paint on the battery compartment access door (passenger side) as "goodwill" at no charge - (Not related to previous repairs or work performed)Buff/Polish some misc. areas noticed having some light scratches and dull spots on the exterior paint as "goodwill" at no charge - (Not related to previous repairs or work performed)Re-Check the winterization that was performed on the RV Charge/Test the chassis batteries on the RV (replace if needed at no charge)Charge/Test the house batteries on the RV (replace if needed at no charge)Refund the invoice of $405.32 as "goodwill" for the alignment performed.Thank YouRon B[redacted]Service ManagerToll Free: 800-909-7071Direct: 303-684-3453Fax:303-684-3401[redacted]

The truck was towed in at 2 a.m. on 6-20-17 and the tow company notified us that the brakes would not hold the truck and the wheels needed to have wheel chocks to keep it from rolling. The driver signed the write up to check the brakes and the truck for emission issues. [redacted] was notified that...

night when we spoke that the truck had a brake issue. During trouble shooting for the emission complaint we found a leaking exhaust manifold that was covered under warranty and that was fixed. We continued troubleshooting  for the after treatment system,  We found the diesel particulate filters (DPF)completely plugged. Customer was notified of findings, at that time the customer supplied the invoice for the previous repairs performed at another dealer, the other dealer only replaced the DPF , no work was performed to the “filter box” at that time. The customer was informed that in depth troubleshooting would need to be performed to determine why the PF were plugging. We continued troubleshooting and found the Diesel oxidation Catalyst (DOC) inside the filter box was plugged. We attempted to clean the DOC and it still would not clean enough to pass. We notified the customer it would take the filter box in order to fix the issue.  The truck currently has 698,000 miles on it and is out of warranty on the truck. The filters that were replaced in August of 2016 are not under warranty for plugging, they are covered if the filters fail. The lifetime idle time for the truck is at 50% which is extremely high and could be the cause of the filters plugging, when the truck idles excessively it causes soot in the exhaust that cannot get hot enough to burn off. The customer was notified of this. The brake issue that was on the initial write up was looked at and determined that the brake slack adjusters were seized up not allowing the brakes to adjust and all 6 slack adjusters needed replaced. The customer declined the brake repairs on originally on 6-20-17 at 11:22 pm against our strong recommendation. Customer stated on 6-23-17 that they did not want the brakes looked at and they did not have a problem and their driver could fix them in a parking lot. I asked the customer for an email stating they declined repairs and knew that the brakes did not work properly. They did not want to send us anything at first until I told them the truck would have to be towed out do to it being unsafe unless they wanted the send me an email declining those repairs. We advised the customer that the truck would not perform a regen on the exhaust and would be de rated and they declined any further repairs on the truck. Unfortunately there are several trucks with similar emission related issues and every truck is different when it comes to troubleshooting and finding the root cause of the problem. The customer was not charged for the entire time the truck was in the shop, only for the time the technician worked on the truck. If we are unable to find a failure for parts that are under warranty then we cannot file a warranty claim.

Please have [redacted] at [redacted] call me to discuss his findings.

Complaint: [redacted]
I am rejecting this response because:I have not looked over body in the last seven months of our motorhome that Transwest had parked in an open to the elements and busy environment. I had 10 calls on interested parties that were interested in purchasing motorhome. As I told Transwest, I now have 7 months of depreciation. If you went to the dealer to buy a vehicle for your wife and had to wait for some reason,so you went back 7 months later, you are not going to pay the same price for a 7 month older vehicle. I asked Transwest what it cost to rent a motorhome for a month. He didn't know. I'm not even 1% at fault and I am not going to take a loss because of their neglect.      
Regards,
[redacted]

The work on the RV has been completed. We performed everything that was presented and offered on the original response February 3, 2016We called and left the customer a voicemail last week in efforts to deliver the RV but did not hear back from them. We called again today and talked with [redacted]. We expressed that the RV was ready and offered to deliver it to them tomorrow morning (02/16/2016)  [redacted] declined our offer to deliver the RV to them. [redacted] wants to come and pick it up himself instead.At this time we have offered our assistance and hospitality in efforts to help with the repairs performed at the auto body shop and are prepared to deliver the RV to the customer.

I called [redacted] and spoke to [redacted] is off today. [redacted] said he had spoken to you on Friday also. [redacted] verified that the truck was originally built with a [redacted] engine which is what we installed in the truck. The new engine has a warranty of 1 year - 100,000 mile warranty for major components. The gaskets used to install the engine carry a 1 year - unlimited mileage warranty. The warranty work we performed last month while the truck was here was replacing a leaking exhaust gasket. We did not see a failure of the engine that would say the engine needs replaced as you stated. The failure is in the aftertreatment system and has the DOC plugged. If you call [redacted] make sure to give them the correct VIN for the truck, what we show is [redacted]. Again, as far as we are concerned this complaint is over and has no merit. We will not refund any money for repairs.

I am not sure where your information came from, but according to the [redacted] build sheet, this truck was manufactured with a [redacted] engine and not a [redacted]. The attached document was printed from [redacted] and scanned. To the right of the engine line on the sheet it shows it is built with a [redacted] which is [redacted] Diesel. If you look on the invoice from 7-11-16 it also states the truck has a [redacted] in it, and the part sold was for a [redacted] engine. The engine was purchased from a [redacted] dealer and installed at a [redacted] dealer so the engine has warranty. We stand by our diagnosis that the DOC is plugged and needs replaced since it has 8 PSI of pressure in it and should be less than 1 PSI. As was stated previously, the truck has excessive idle time and a poor duty cycle which means it does not get hot enough to burn off the filters and causing it to plug up. The customer declined further diagnostics on the truck and pulled the truck out of our shop. The DOC needs to be replaced to continue troubleshooting and find out if there is an upstream failure causing more issues also. The attached document from TA truck stop is stating the same information about the brakes that we notified the customer of and they declined repairs. As far as we are concerned, this matter is resolved.