Trucks Only Sales

Review: I went to this dealer to trade in a truck that I had a bad Title loan on. I told the sales rep that I needed a better truck and to get out from under a bad title loan We came to an agreement on a truck got the financing approved. I was told the terms and that the title loan would be paid in full and we closed on the deal. They rushed me through signing and when I tried to read what I was signing the lady got very impatient and said I would have copies and I can read it later. So signed. The truck had some mechanical issues and they had it and my trade in for almost 2 weeks before it was ready. Now 30 days later I get a bill in the mail for over $400.00 because the payoff on my trade was higher and that signed a form that I would pay the difference. The sales rep called and got the payoff when we made the deal and told me it was done. If I had the time to read everything I would not have signed that. I believe this is unethical and that the dealership should do what's right and honor the promises of their sales people.Desired Settlement: Do what was promised and close out this mater as a zero balance.

Business

Response:

As Mr. [redacted] stated, he had a title loan on the vehicle he traded in with a very high interest rate. At the time he traded it in, Mr. [redacted] wished to put $6000 down which was needed to be able qualify for the vehicle he had selected. However, he was only able to put half the amount down upfront and required a two week promissory for the remaining $3000. As a result, the paperwork was held up from being finalized until the down payment was paid in full and the high interest title loan continued to accrue interest during that time. Mr. [redacted] did sign a statement that he would be responsible for the full amount of any difference in the payoff from what was figured. Thus, he would be contractually responsible for the FULL amount due of $422. In an effort to resolve the situation amicably we would be willing to have both sides take responsibility for half of the amount owed and settle the matter for $211, even though we are under no obligation to do so. Please advise if this will solve this matter. Thank you.

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.this resolution is unacceptable due to the fact this was all discussed in Detail with [redacted] the sales rep. I was going to not purchase the vehicle when I was told that I needed to put 6,000 down. It was [redacted] who offered to split the deposit over 2 pay periods. We shook hands and we made an agreement that I would pay the 6,000 down split over 2 payments and the trade in and we had a deal. [redacted] said my trade in would be paid in full and my MAX out of pocket was the 6,000 not one penny more. It makes sense now why they rushed me through the signing did not want me to read any of it. It sure is a bait and switch and I do not accept this offer and I am considering legal action.

Regards,

Business

Response:

Trucks Only has decided to erase Mr. [redacted]'s debt with us. While completely,within our contractual right to pursue those monies in the full amount, we have decided we will not continue the matter further. Thank you.

Review: I bought a 2007 Ford F-150 from Trucks Only on April 6, 2014. The sale seemed to go smoothly, no problems. However, not even a week into owning the vehicle, I started having engine issues. The truck was running rough. I was uneasy about the trucks performance and called Trucks Only to speak with my original sales man. He was helpful in giving me information to contact [redacted] in the Service Dept at the Mesa store. I called the next day (as they were closed upon receiving info) 4/14/14. I spoke with [redacted] who said it was no issue with getting my truck into be assessed and to bring it in the following day. On 4/15/14 I drove to Mesa (I live at 43rd ave & Northern), they looked at my truck - decided to align my truck because the alignment was off. He also let me know they couldn't duplicate the problem I was having but to leave it overnight so they could see if they could figure out the problem. My vehicle had a 1/4 of a tank when I left. The next day [redacted] called me to let me know they were unable to duplicate the condition I was having. I informed them the issue mainly occurred after exiting the freeway and driving at low speed. [redacted] told me they would keep it overnight again to try and diagnose the situation. The next day he calls to let me know still can't solve the problem. This went on for a few more days. Finally, I went to pick up the truck and as soon as I pulled in my drive way, the truck almost broke down. I was able to get a code scan from an auto part store and it said the timing was off. I called and spoke with Jamie the manager at Trucks only and told him that my vehicle needed to be picked up and fixed. He agreed and had a tow truck sent out. I waited all day on Monday for someone to call me and let me know what was going on. I finally called for [redacted] and they said the same thing as before "could not duplicate the problem"... Three days later, they told me they would be replacing the lifters, timing and timing chain. When I finally was able to get my car back after fighting tooth and nail. They left me with an empty tank that was completely full when it was picked up by the tow company. But the truck seemed to run efficiently. Until, about a week later. The truck was making the same knocking noise again. I called [redacted] once again - he arranged for the truck to be picked up from the Bell store and for me to have a loaner car. It was picked up - TO in Mesa had it for another 5 days just to tell me they could not the duplicate the problem I was having. This is still going on and I want it fixed. When you buy a vehicle, especially from a decently reviewed, long time family owned and operated dealership - you expect to have a vehicle that not only runs but runs well. Since getting the vehicle back the timing is sometimes off again and the noise gets worse everyday. I would like the issue at hand fixed right away.Desired Settlement: I would like to have a fully functioning vehicle, with no more issues, right away. I believe this is a reasonable demand.

Business

Response:

In regards to the customer's desired settlement, I couldn't agree more. He certainly deserves to have a good conditioned, solid running truck. I am investigating the issue with our service department and will provide the customer with the follow up information once I have it. Thank you.

Review: A sales presentation that failed to disclose key conditions of the offer - Sales person knew that I would not go through with the sale of truck unless I had a FULL Warranty on the truck that cover ALL MAJOR parts! The presented what they said to be the best extended warranty and said that it covered EVERYTHING! It became clear only 2 months after the purchase of the truck when the Radiator needed to be replaced and we found out that then that the Warranty Was PART Specific and that that the Radiator Was NOT covered! So we paid almost 4,000.00 extra for a warranty that does not cover a whole lot of major parts! Very misleading.

A sales presentation that had a verbal representation not consistent with the written agreement - Normally I would never agree to drive a vehicle off the lot unless the deal was COMPLETE. However the finance person and the sales person said that NOTHING would change. We came back a few days later to sign the final papers. As I read through the contract (and thank goodness I did), I found that suddenly the Warranty was no longer included in the contract and our truck payment was suddenly higher than our initial contract. The interest rate was different too, it went from 7% to 13%. NOTHING was disclosed. Papers were simply put in front of me to sign. Had I not read through and compared it to the initial contract I had already signed and brought back with me to the final signing, I would have never caught all the changes. The main change was that we had an additional $175.00 a month to pay for the warranty separately. When in the initial contract the warranty was included in the truck payment. BIG difference. Yet they knew I would not buy the truck without a warranty. Yes, I could have backed out and at this point I know I should have. However this doesn't change how misleading and sneaking they were.

A sales presentation with unethical sales practices!

A sales presentation that misrepresents the service!

A dispute regarding the warranty coverage and/or terms!

An improper or inferior repair - When we found out that the warranty company did not cover the radiator, I insisted that Trucks Only help resolve this issue and fix the radiator due to their misleading sales and finance employees with regard to the warranty. [redacted], the manager, assisted us and for the most part was helpful but always made us feel that we were an annoyance and that he really shouldn't have to do what he was doing. They agreed to fix the radiator. I was told the radiator was brand new and not an after market part, however the first one they put in was bad and we had to turn right back around and bring it back so they could again fix it.....they then put in another one that supposedly was new however only 14 months later we are dealing with the same issue of leaks everywhere in the radiator and needing to be completely repaired. I called Trucks Only and spoke to [redacted] and his response today was "he doesn't know what we have been doing with the truck" and a few other response were "I don't warranty trucks and cars for life", "we don't have anything to do with this anymore at this point"........At that point I requested him to provide me with proof of the radiator being new, I requested the receipt of purchase from where they purchased the radiator from so I can contact the parts supplier myself to see if they can help. [redacted] said he would try his best to pull up our papers but after a year later it wouldn't be easy. Being that one of [redacted]' comments to me on the phone indicated that I'm the type of customer that would never be happy no matter what they did, I am sure I will not hear back from him with regard to the radiator receipt.

The failure to provide an invoice or estimate for repair upon request - I never received an invoice showing all repairs they did on the vehicle back in June of 2013. I requested this today along with the receipt for the radiator and contact information of the parts supplier but am doubtful that I will receive it.

I'm sad to even have to report this experience, however, being passed off as "a customer that would never be satisfied not matter what is done for her" is absolutely untrue.Desired Settlement: Accurate and COMPLETE repair of the radiator or for Trucks Only to pay for the proper repair to our reputable mechanic that we trust! $2500.00

I do not believe that they put in a new radiator.

Business

Response:

We have been in contact with Mrs. [redacted]. The customer was provided the invoices from the radiator shop that verified we did in fact put in two brand new radiators. Unfortunately, the radiator was not a covered item under the warranty plan that the customer had. With our assistance, we were able to get the customer some help in the form of a $1500 payment. This was a prudent amount for the repair that was done and covered a good portion of the total claim. The customer agreed to this settlement offer and we are in the process of completing the payment. It should be wrapped up in the next day or two. Please feel free to let me know if this has resolved the situation to the customer's satisfaction. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We recently bought a 2007 Ford F150 for our son at the AJ location. [redacted] went out of her way to be kind and came back twice after her shift to accommodate our late working hours. We had only so much cash to spend, and [redacted] worked his magic and got us our price. Thanks to [redacted], the paperwork was ready when we returned the next day. It was the best experience we've ever had at a car dealership, and will definitely return again.

Review: I bought a [redacted] with a 6.0 diesel. I was told the motor was bulletproofed. I found out through a former [redacted] mechanic, who is familiar with the 6.0 diesel, that nothing was done to bulletproof the motor. The agreement was changed at signing to increase my payment by $40.00 per month

I do not go off-roading very often, but when I finally did I noticed the 4-Wheel drive was not working. I returned to the dealer to have it checked out. This was approximately 3 months ago. I was informed by the dealer that the driver's side hub was faulty, and that they were going to replace it. When I went to pick up the truck from the shop [redacted] (Service manager) assured me that the hub was replaced and tested, and was deemed operational. Once they replaced the hub the truck never felt quite right. The 4-Wheel drive still never worked. I contacted [redacted] and my salesman [redacted] and was told that this was not their problem. On my drive home on Wednesday 12/3 the hub finally let go (Pictures below). This repair is now costing me $1000.00 of my own money to fix a problem I was told was taken care of.

I would not recommend buying anything from this dealer. I feel like I was lied to just to get a sale. In my opinion this dealer is shady and dishonest in their sales and customer service practices. I will never give them any of my business ever again.Desired Settlement: I would like the money back I'm having to spend to fix my truck the correct way. They should have not lied to me and fixed it the right way the first time. I would also like the motor to be Bulletproofed as that's the way they described the vehicle before I bought it. Nothing they said was correct. If the bulletproofing is not done I may have issues with the motor later down the road. This was a concern of mine when I bought and I was assured by [redacted] it was done.

Business

Response:

On or about February 28th, 2014, [redacted] purchased a [redacted] from Trucks Only. At no time were any statements made about this vehicle being "bulletproofed," nor was anything put in writing that attested to that statement. In fact, at no time did [redacted] ever bring up this accusation about bulletproofing until his latest complaint with Trucks Only. At the time [redacted] purchased the vehicle, the vehicle was sold "AS-IS" with the state Implied Warranty only. [redacted] signed the Implied Warranty statement saying the "seller hereby warrants that this vehicle will be fit for the ordinary purpose for which is used for 15 days or 500 miles after delivery, whichever comes first." Additionally, [redacted] was offered an extended warranty which he signed off that he declined. (Proof of both items included with reply.) After approximately 2400 miles were put on the vehicle Trucks Only made some repairs to [redacted]'s truck, largely due to his loud complaining and for customer goodwill. Later, approximately 6 months and nearly 5000 miles after purchase, Trucks Only fixed a driver's side hub bearing on the vehicle. This was again due to [redacted]'s bullying and threatening ways. At that time, the vehicle was operational and functional to the customer's satisfaction, otherwise I can assure you that [redacted] would not have accepted the vehicle. Now, 3 months later after the latest repair and 9 months after original delivery and purchase, [redacted] again wants Trucks Only to fix his vehicle. He again wants to use bullying and threatening tactics in which to accomplish this. Trucks Only adamantly refuses to adhere to these types of threats. [redacted] has already trashed Trucks Only and its employees with bad reviews, attacked other satisfied customers on social media, and continues to make slanderous claims and accusations that are completely unfounded. Trucks Only is in fact examining our legal rights with counsel in regards to the slanderous statements made by [redacted]. It is completely unreasonable and unrealistic to expect Trucks Only to continue to make repairs nearly a year after purchase, particularly when the customer by his own admission is using the vehicle for off-road use where breakdowns and repairs are far more likely to occur. Again, this is WAY outside of the implied warranty period and the customer declined any type of extended warranty. Trucks Only adamantly refuses to make any further repairs to [redacted]'s vehicle and will take legal action should his slandering and bullying continue. Trucks Only has done nothing but tried to help [redacted] over and over again only to be repeatedly bullied and berated by him. As far as him never purchasing from Trucks Only again, I can assure you that the feeling is mutual and we will never wish to sell him a vehicle again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I signed the paperwork on 2/28 but did not receive the truck until 3/7 due to repairs required. I have text correspondence from Trucks Only employee [redacted] where he used the term ‘bulletproof’. I also have text correspondence with [redacted] regarding the ‘bulletproof’ statement being false. I declined the warranty because I feel it is another scam by dealers to get more money. In my opinion, Trucks only does not check out their vehicles before selling them or the warranty would be more than 15 days. I bought into everything Trucks Only employee [redacted] told me. I thought he was a standup guy and that Trucks only was a good dealer that would take care of their customers . At no time was I loud with anyone at Trucks Only. In fact, the majority of my correspondence was done by text. I have proof of all of my complaints by text in writing by [redacted] my salesman who works for Trucks Only on my phone dated and time stamped. I also have pictures sent to me by [redacted] of a part that would be changed during the ‘bulletproofing’ process. I was assured over and over that I was buying and very strong truck. This was 1 of several items I had asked to be fixed off of an estimate from a 4x4 shop early on. I gave a copy to [redacted] in Trucks Only’s service department and asked for those items to be repaired. Trucks only gave me a receipt stating the hub was changed (I also have a copy) of both the estimate from other shop and trucks only. The hub is one of several items that they claimed to have fixed but did not. I have at no time ever threatened or bullied anyone at Trucks Only. I believe this is their way of trying to discredit me. I never raised my voice at any time. Again, most of my conversation had been via text so I would have a written record. Trucks Only has no way to test the 4 wheel drive at their location. I have never taken the vehicle off road because the 4 wheel driver hasn’t worked from the start. I did not test until I was on my ranch and needed it for work and yes it was months after my purchase. As screen shots of my text messages will show, I was calm and polite (saying please and thank you) when I brought it to their attention. Again, I have never threatened or bullied anyone. I just want Trucks Only to deliver a working vehicle as promised. I did post reviews regarding my issues with my purchase on [redacted] and on review websites for the dealer. I guess it’s the opinion of Trucks Only that dissatisfied customers shouldn’t be allowed to give reviews regarding the service they received. The requested repairs are the same repairs I have been asking to have fixed since I purchased the vehicle. Their claim that it has been months later and all of a sudden I want them to fix my truck is ridiculous. The truck was used in my back yard, at the horse ranch I live on. Never once has my truck been off road for recreational 4 wheel driving as they claim. Again all I have proof by text with times and dates I am working with [redacted] to get a print off to show you. I also have attached a copy of the receipt from Trucks only and the estimate I gave them from the other shop of items that needed to be fixed. I also have photos of the hub Trucks Only claims to have changed. No way was this changed at all. It is all rusted and the bolts were hard to get off from rust. If the repairs where done this would not have happened. This axle broke during normal driving conditions. Seems that the locker which is part of the hub was also broke and kept the driver side in 4wheel drive which, as you can see by the photos, did not have a good result. If Trucks Only did the repair and checked the 4wheel drive as stated on their receipt this would have never happened. My truck is used for pulling and not recreational 4 wheel driving. The one thing I admit I should have done was demand to take the vehicle off road during the test drive. I was told by [redacted] we could not do that. I would like to add that they had covers over the lockers on the front axle and I was not told the truck had these. During the test drive when I thought I was testing the 4 wheel drive by the switch inside (only shifts the transfer case which was and is working fine)and this switch does not lock in the hubs. [redacted] in the service department told me how it was supposed to work but it did not work. It’s my opinion that the covers and failure to mention the lockers was another way for them to hide the fact the 4 wheel drive never worked. Coincidentally, I ran into a friend of the person that bought the truck before me He took it back a week or later due to all the issues with the vehicle. This further demonstrates that Trucks Only knew about these issues and did nothing to reconcile. I am not asking for a new vehicle or anything more than what I paid top dollar for which is a working 4 wheel drive vehicle.Regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On or about February 28th, 2014, [redacted] purchased a [redacted] from Trucks Only. I signed the paperwork on 2/28 but did not receive the truck until 3/7 due to repairs required. At no time were any statements made about this vehicle being "bulletproofed," nor was anything put in writing that attested to that statement. I have text correspondence from Trucks Only employee [redacted] where he used the term ‘bulletproof’. In fact, at no time did [redacted] ever bring up this accusation about bulletproofing until his latest complaint with Trucks Only. I also have text correspondence with [redacted] regarding the ‘bulletproof’ statement being false. At the time [redacted] purchased the vehicle, the vehicle was sold "AS-IS" with the state Implied Warranty only. [redacted] signed the Implied Warranty statement saying the "seller hereby warrants that this vehicle will be fit for the ordinary purpose for which is used for 15 days or 500 miles after delivery, whichever comes first." Additionally, [redacted] was offered an extended warranty which he signed off that he declined. (Proof of both items included with reply.) I declined the warranty because I feel it is another scam by dealers to get more money. In my opinion, Trucks only does not check out their vehicles before selling them or the warranty would be more than 15 days. I bought into everything Trucks Only employee [redacted] told me. I thought he was a standup guy and that Trucks only was a good dealer that would take care of their customers . After approximately 2400 miles were put on the vehicle Trucks Only made some repairs to [redacted]'s truck, largely due to his loud complaining and for customer goodwill. At no time was I loud with anyone at Trucks Only. In fact, the majority of my correspondence was done by text. I have proof of all of my complaints by text in writing by [redacted] my salesman who works for Trucks Only on my phone dated and time stamped. I also have pictures sent to me by [redacted] of a part that would be changed during the ‘bulletproofing’ process. I was assured over and over that I was buying and very strong truck. Later, approximately 6 months and nearly 5000 miles after purchase, Trucks Only fixed a driver's side hub bearing on the vehicle. This was 1 of several items I had asked to be fixed off of an estimate from a 4x4 shop early on. I gave a copy to [redacted] in Trucks Only’s service department and asked for those items to be repaired. Trucks only gave me a receipt stating the hub was changed (I also have a copy) of both the estimate from other shop and trucks only. The hub is one of several items that they claimed to have fixed but did not. This was again due to [redacted]'s bullying and threatening ways. I have at no time ever threatened or bullied anyone at Trucks Only. I believe this is their way of trying to discredit me. I never raised my voice at any time. Again, most of my conversation had been via text so I would have a written record. At that time, the vehicle was operational and functional to the customer's satisfaction, otherwise I can assure you that [redacted] would not have accepted the vehicle. Trucks Only has no way to test the 4 wheel drive at their location. I have never taken the vehicle off road because the 4 wheel driver hasn’t worked from the start. I did not test until I was on my ranch and needed it for work and yes it was months after my purchase. As screen shots of my text messages will show, I was calm and polite (saying please and thank you) when I brought it to their attention. Now, 3 months later after the latest repair and 9 months after original delivery and purchase, [redacted] again wants Trucks Only to fix his vehicle. He again wants to use bullying and threatening tactics. Again, I have never threatened or bullied anyone. I just want Trucks Only to deliver a working vehicle as promised. In which to accomplish this. Trucks Only adamantly refuses to adhere to these types of threats. [redacted] has already trashed Trucks Only and its employees with bad reviews, attacked other satisfied customers on social media and continues to make slanderous claims and accusations that are completely unfounded. Trucks Only is in fact examining our legal rights with counsel in regards to the slanderous statements made by [redacted]. I did post reviews regarding my issues with my purchase on [redacted] and on review websites for the dealer. I guess it’s the opinion of Trucks Only that dissatisfied customers shouldn’t be allowed to give reviews regarding the service they received. It is completely unreasonable and unrealistic to expect Trucks Only to continue to make repairs nearly a year after purchase The requested repairs are the same repairs I have been asking to have fixed since I purchased the vehicle. Their claim that it has been months later and all of a sudden I want them to fix my truck is ridiculous. , particularly when the customer by his own admission is using the vehicle for off-road use The truck was used in my back yard, at the horse ranch I live on. Never once has my truck been off road for recreational 4 wheel driving as they claim. where breakdowns and repairs are far more likely to occur. Again, this is WAY outside of the implied warranty period and the customer declined any type of extended warranty. Trucks Only adamantly refuses to make any further repairs to [redacted]'s vehicle and will take legal action should his slandering and bullying continue. Trucks Only has done nothing but tried to help [redacted] over and over again only to be repeatedly bullied and berated by him. As far as him never purchasing from Trucks Only again, I can assure you that the feeling is mutual and we will never wish to sell him a vehicle again. Again all I have proof by text with times and dates I am working with [redacted] to get a print off to show you. I also have attached a copy of the receipt from Trucks only and the estimate I gave them from the other shop of items that needed to be fixed. I also have photos of the hub Trucks Only claims to have changed. No way was this changed at all. It is all rusted and the bolts were hard to get off from rust. If the repairs where done this would not have happened. This axle broke during normal driving conditions. Seems that the locker which is part of the hub was also broke and kept the driver side in 4wheel drive which, as you can see by the photos, did not have a good result. If Trucks Only did the repair and checked the 4wheel drive as stated on their receipt this would have never happened. My truck is used for pulling and not recreational 4 wheel driving. The one thing I admit I should have done was demand to take the vehicle off road during the test drive. I was told by [redacted] we could not do that. I would like to add that they had covers over the lockers on the front axle and I was not told the truck had these. During the test drive when I thought I was testing the 4 wheel drive by the switch inside (only shifts the transfer case which was and is working fine)and this switch does not lock in the hubs. [redacted] in the service department told me how it was supposed to work but it did not work. It’s my opinion that the covers and failure to mention the lockers was another way for them to hide the fact the 4 wheel drive never worked. Coincidentally, I ran into a friend of the person that bought the truck before me He took it back a week or later due to all the issues with the vehicle. This further demonstrates that Trucks Only knew about these issues and did nothing to reconcile. I am not asking for a new vehicle or anything more than what I paid top dollar for which is a working 4 wheel drive vehicle. Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I signed the paperwork on 2/28 but did not receive the truck until 3/7 due to repairs required. I have text correspondence from Trucks Only employee [redacted] where he used the term ‘bulletproof’. I also have text correspondence with [redacted] regarding the ‘bulletproof’ statement being false. I declined the warranty because I feel it is another scam by dealers to get more money. In my opinion, Trucks only does not check out their vehicles before selling them or the warranty would be more than 15 days. I bought into everything Trucks Only employee [redacted] told me. I thought he was a standup guy and that Trucks only was a good dealer that would take care of their customers . At no time was I loud with anyone at Trucks Only. In fact, the majority of my correspondence was done by text. I have proof of all of my complaints by text in writing by [redacted] my salesman who works for Trucks Only on my phone dated and time stamped. I also have pictures sent to me by [redacted] of a part that would be changed during the ‘bulletproofing’ process. I was assured over and over that I was buying and very strong truck. This was 1 of several items I had asked to be fixed off of an estimate from a 4x4 shop early on. I gave a copy to [redacted] in Trucks Only’s service department and asked for those items to be repaired. Trucks only gave me a receipt stating the hub was changed (I also have a copy) of both the estimate from other shop and trucks only. The hub is one of several items that they claimed to have fixed but did not. I have at no time ever threatened or bullied anyone at Trucks Only. I believe this is their way of trying to discredit me. I never raised my voice at any time. Again, most of my conversation had been via text so I would have a written record. Trucks Only has no way to test the 4 wheel drive at their location. I have never taken the vehicle off road because the 4 wheel driver hasn’t worked from the start. I did not test until I was on my ranch and needed it for work and yes it was months after my purchase. As screen shots of my text messages will show, I was calm and polite (saying please and thank you) when I brought it to their attention. Again, I have never threatened or bullied anyone. I just want Trucks Only to deliver a working vehicle as promised. I did post reviews regarding my issues with my purchase on [redacted] and on review websites for the dealer. I guess it’s the opinion of Trucks Only that dissatisfied customers shouldn’t be allowed to give reviews regarding the service they received. The requested repairs are the same repairs I have been asking to have fixed since I purchased the vehicle. Their claim that it has been months later and all of a sudden I want them to fix my truck is ridiculous. The truck was used in my back yard, at the horse ranch I live on. Never once has my truck been off road for recreational 4 wheel driving as they claim. Again all I have proof by text with times and dates I am working with [redacted] to get a print off to show you. I also have attached a copy of the receipt from Trucks only and the estimate I gave them from the other shop of items that needed to be fixed. I also have photos of the hub Trucks Only claims to have changed. No way was this changed at all. It is all rusted and the bolts were hard to get off from rust. If the repairs where done this would not have happened. This axle broke during normal driving conditions. Seems that the locker which is part of the hub was also broke and kept the driver side in 4wheel drive which, as you can see by the photos, did not have a good result. If Trucks Only did the repair and checked the 4wheel drive as stated on their receipt this would have never happened. My truck is used for pulling and not recreational 4 wheel driving. The one thing I admit I should have done was demand to take the vehicle off road during the test drive. I was told by [redacted] we could not do that. I would like to add that they had covers over the lockers on the front axle and I was not told the truck had these. During the test drive when I thought I was testing the 4 wheel drive by the switch inside (only shifts the transfer case which was and is working fine)and this switch does not lock in the hubs. [redacted] in the service department told me how it was supposed to work but it did not work. It’s my opinion that the covers and failure to mention the lockers was another way for them to hide the fact the 4 wheel drive never worked. Coincidentally, I ran into a friend of the person that bought the truck before me He took it back a week or later due to all the issues with the vehicle. This further demonstrates that Trucks Only knew about these issues and did nothing to reconcile. I am not asking for a new vehicle or anything more than what I paid top dollar for which is a working 4 wheel drive vehicle.Regards,[redacted]

Business

Response:

First, to address some of the comments stated by [redacted]:1. Trucks Only does not feel it is unrealistic for dissatisfied customers to review and voice their opinions. That is the point of review sites. However, we do take issue when the customer DIRECTLY responds to other customers' reviews that had an outstanding experience by saying negative things to them. This, in our opinion, IS using bullying tactics and involving customers that had nothing to do with [redacted]'s situation. That is flat out wrong.2. The customer that returned the vehicle prior to [redacted] did so because they were unable to secure the financing needed to buy the truck. It was not due to mechanical issues. Any accusation that the vehicle was sold knowing of pre-existing problems is completely false. If the problem was pre-existing, why was the issue not addressed until 2400 miles had been put on the vehicle? And if it wasn't fixed properly after that, why was it not brought back in until another 5000 miles were put on it? It's not like these issues came up one after the other immediately. Rather, months passed and thousands of miles were added to the vehicle. Remember, the implied warranty in the state of Arizona is 15 DAYS/500 MILES, WHICHEVER COMES FIRST.3. The fact that the customer declined an extended warranty "because it's just another way for the dealer to make money" is ridiculous. The extended warranty is offered so there is coverage to have repairs made when these types of situations occur. If the customer declines that extended coverage they should take full responsibility for all future repairs, instead of trying to get the dealer to fix their vehicle every time something needs repair.Obviously, both sides in this matter feel very strongly about their position. In the interest of trying to resolve this matter, Trucks Only will make a one-time, non-negotiable offer to at least try and meet the customer halfway in this situation. The customer stated the repair was about $1000. Trucks Only will offer to split the cost of that repair and send the customer a check in the amount of $500 and he can have it fixed at a shop of his choosing. This will release Trucks Only of any future obligation of this or any other repair based on the length of time the customer has owned the vehicle. In addition, [redacted] will refrain from posting additional negative reviews and cease contacting other satisfied customers on review sites. If this settlement offer is agreeable, we will need a current address and will send the check immediately. This shall conclude all future dealings with [redacted].

Review: I purchased a 2008 dodge Dakota wit a 2006 chevy equinox trade-in. On September 21, 2013 trucks only was doing a tailgate promotion for free tv with purchase of a vehicle. I agreed $7000 for trade, $3000 down, and @$179 financed. Then I saw TV with purchase all over showroom. I asked and they said once approved they will give me TV. It was HD 39' Sanyo TV. September 28 I returned because gas gauge was not registering, tint needed replacement, and keyless entry was to be supplied. They scheduled maintenance for Saturday but then said 'no' service till Monday. And no TV available. I was upset and gas gauge was not working. 7 hours in showroom September 30 and they replaced fuel pump but no TV and still gas gauge doesn't register. October 11 they have vehicle 3 days and hopefully fuel gauge working. October 12 vehicle return and gas gauge seems to be working after I filled empty tank on return. [redacted] and his son were great to me and my daughter in finding the right truck, making the right payments, and their hospitality (he bought us lunch during the long 7 hour wait) but there was internal truck issues and No TV after deal leaves me confused. Furthermore, as I was waiting 7 hours my chevy equinox was sold and apparently overheated and the transmition blew. The salesmen and service people told the new owner that I was the previous owner who began to grill me. That was not right. I was afraid for my safety. What else will happen? I am mostly writing because I fell into the guidelines for a free TV but they said we gave you a great deal. No TV. I feel its false advertisement and frustrating over issue with vehicle gas gauge. Please do not harm my warranty I feel Ill need to routinely have engine checked and this complaint will have bad consequences.Desired Settlement: Free HD 39' TV as advertised

Guarantee fix gas gauge completely

Free side steps/truck rear box//$500 gas card for inconvenience and time

Im thinking about disputing the $3000 check due to receiving a lemon vehicle then having my mechanic fix the gas gauge.

Business

Response:

By the time that we received this complaint, the customer had already had the vehicle in for service. The gas gauge was repaired as was promised that it would be. In addition, the tint was repaired and the customer received a keyless entry remote, even though it wasn't promised in the deal. Those concerns are hopefully resolved with the customer. In regards to the TV, the customer did negotiate an excellent deal on the vehicle and he was made aware that the deal would not include the TV offer. That being said, we certainly strive to maintain a happy customer and hope that he will consider coming to Trucks Only in the future. Therefore, we will provide him with a TV similar to the one described in the complaint. Please have the customer contact [redacted] to arrange pickup for the TV and confirm availability. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The gas gauge seems to be fixed. The response of my deal being excellent says that all deals are just average and mine was made to seem 'excellent'. Again [redacted] (internet salesman was hospitable) but as for deals riding on tint and keyless entry - there were bubbles in back window to point of not seeing clear. I paid $100 for dealer to program keyless entry. No one can say what is in the deal unless you were there. After purchase was made, [redacted], made like I was not that important with car issues even though he bought us lunch. What about the rip in fender I address upon my lengthy returns and the time it took to figure out the gas sender was inoperable? I accept the 39 inch HD TV as advertised but it has to be brand new and not used from the break room or your house. As advertised and PROMISED by younger [redacted]! at deal. Maybe mail me a gift card or the new TV because Im handicapped and do not want to drive there again.What about a guarantee the warranty is in effect with no backlash from complaint? You didn't even address the main concern: WHY THE NEW OWNER OF MY OLD CAR KNEW I WAS PREVIOUS OWNER AND GRILLED ME BECAUSE OF DAMAGE SHE CAUSE? This is not good business and I demand compensation. Im sure you do not promote violence in workplace. New owner should have never been told I was previous owner.Oh and do you still have carfax for my new vehicle to send me? I have spent $600in maintenance already. Regards,[redacted]

Business

Response:

Unfortunately, I am not aware of how the new owner of Mr. [redacted] trade-in knew that he was the previous owner. At the time Mr. [redacted] had his vehicle in for service, the new owner was also in because of the issues they were having with that vehicle. Somehow the paths got crossed based on them both being in for service at the same time. For that, we are sorry, but no personal information would have been exchanged and the issue should be considered resolved. As far as the TV, if it is more convenient, we would be willing to send a $300 gift card in lieu of the TV as that is the approximate replacement value of the actual TV. If that is agreeable, we will also send a copy of the carfax with the gift card. Mr. [redacted] will be very happy with the information contained in the report. Hopefully this will resolve the customer's issues. Thank you.

Review: I bought a truck from trucks only sale within the first week I had to take it back with engine issues. they fixed the problem with no issues then a few monthe later the engine blew up. they advertise lifetime engine warrenty. they came and got the truck after my mother had a conversation with them, because they would not talk to me. now that they have the truck and the engine is blow they want me to pay 9500.00 for the engine they advertise as a lifetime warrenty.Desired Settlement: I just want want my truck fixed without owing an additional 10,000. on top of the 27,000 I still owe

Business

Response:

On or about April 4th, 2014 [redacted] purchased a [redacted] from Trucks Only. At the time of sale, the vehicle had 98,001 miles on it. At the time the vehicle was purchased there was some minor repair items that were completed on the vehicle. Those items were repaired to the customer's satisfaction. It should be stated at the time these repairs were made, the customer was observed several times "peeling out" of Trucks Only at a very agressive and high speed which would have caused the engine to rev at a very high RPM. Approximately six months later, the customer called Trucks Only to state that the vehicle had experienced a major mechanical issue and what could be done to help. At no cost to the customer whatsoever, Trucks Only had the vehicle towed from the customers out of county location and brought to a third party shop where we have a lot of major work performed. This was done out of customer goodwill on Trucks Only's part even though there was no legal or warrantied reason to do so. The shop verified that the engine had a major failure ("was blown up"). The shop also notified Trucks Only there was a high probability that the engine failure was due to repeated abuse and neglect to the vehicle. The reason they suspected this was due to several factors. At the time the customer purchased the vehicle, it had brand new tires installed on it. When the vehicle was brought in, it was observed that the front tires had about 70% tread remaining (appropriate for the approximately 7,000 that had been put on the vehicle). The rear tires, were COMPLETELY wore out with virtually no tread remaining. (Pictures of the front and rear tire wear are included). The only way those rear tires could be completely worn out was due to repeated racing and "burning out" of the tires. It's also important that these are large, off-road style tires. The amount of force necessary to "burn out" these tires is immense. This would be similar to the type of abuse that Trucks Only witnessed first hand when [redacted] was pulling in and out of the Trucks Only lot. In addition, the undercarriage of the vehicle was extremely muddy which would show that the vehicle had probably been heavily used off road, further damaging the vehicle. [redacted] references that this should be covered under Trucks Only's lifetime engine warranty. First off, it has been widely known in the 10+ years that Trucks Only has had this warranty program, that diesel engines have always been excluded and the warranty is not eligible. (Contract included showing diesels excluded is included). Beyond that, the claim would have been most certainly denied for excessive abuse, based on the factors stated above. Lastly, a claim would have also been denied for lack of maintenance, as no maintenance records can be presented by [redacted]. There is simply no coverage of that type for this vehicle. At no time was the customer ever told the cost to repair the vehicle would be $9500. The repair, however is a very costly one. Trucks Only is under no obligation to do anything at this point due to the mileage on the vehicle and the time that has elapsed since purchase. However, we would like to try and help resolve the issue with the customer. The owner of Trucks Only would like to offer [redacted] (and any other relevant persons) to come in and sit down face to face to try and brainstorm a resolution to this situation. If that is agreeable, he can contact [redacted] to arrange a meeting time. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a used vehicle from trucks only located at [redacted] Only days after doing so I noticed the first hidden issue. Although my brief use by this point portrayed a smooth ride however the cars first highway adventure brought to light these unknown issue(s). While attempting to brake from 50+ MPH, The steering wheel begins to shake violently as well as loud clucking from with in the dash area. [redacted] the sales rep who I dealt with was contacted. After explaining my issues I was told I could bring it in to their mesa shop to be looked at, an that I would be called shortly after with confirmation of an appointment. when I didn't hear anything a back I called [redacted] again the flowing day. An so the run around began. It's Friday shops conveniently closed weekends. Call mo day an I'm told to bring it in (original location block from my residents, an that the onsite guy there would have a look. Subsequently the same guy responsible for inspecting, repairing an preparing the vehicles for sale. This irritating ordeal as well as the testimonials of other unhappy customers was enough to conclude I was on my own once I signed the dotted line. Since this I've learned that the [redacted] I purchased as a family car is the subject to several safety recalls. Some of which seems to be well known to cause accidents due to power loss in the motor loss of power steering suddenly. Also includes issues recalled concerning the suspension as described to result in loud noise similar to a clucking and heavey steering wheel vibrations. In short there's much to regret about doing business with Trucks Only.

Business

Response:

This customer purchased from our location on [redacted] The manager of that store has reached out to the customer about resolving the concerns the customer has. At this time, the customer is satisfied with the plan of action Trucks Only has implemented. We will strive to resolve the issues to the satisfaction of the customer. We will report further once the concerns have been addressed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not been contacted by the sales manager as stated in the dealers response. No plan of action of any kind has been discussed or agreed upon. I've had no contact with anyone representing Trucks Only since 2/16, which was my last attempt to have these issues addressed and resolved with dealer, the honorable way.

Regards,

Business

Response:

We have consulted with the manager from the [redacted] Road location. The customer had come in and discussed the matter with the manager. We had scheduled an appointment in our service department to address the concerns the customer had. The customer did not show for the appointment. Further, the manager made no less than ten follow up calls to determine why the customer had not shown for the service appointment, to no avail. Trucks Only had every intention to resolve the customer's concerns but we have been unable to make any contact with the customer. We will await further information. Thank you.

Review: On 01-04-15 I purchased a Nissan Frontier from Trucks Only of Mesa. I had test driven the vehicle with Salesman, [redacted], and noticed and pointed out a humming noise coming from the motor. [redacted] replied that the engine needed to warm up. After driving for a bit it seemed to dissipate but, not fully go away. After the purchase, I took the truck for an oil change and wheel alignment. I asked the mechanic to check the humming noise coming from the motor, too. I was told the noise was the Timing Chain. I had purchased the 3-year warranty, so the repair was covered. I left my Truck at [redacted]; they were to contact the Warranty Company on Thursday 2/19/2015 and begin servicing my Truck as soon as the claim was accepted.On Friday morning [redacted] notified me that my warranty was in Pending mode; they couldnt begin any repairs until the claim was accepted. I spoke with [redacted] in Trucks Only Finance Dept; she remedied the Pending problem (45-days after the purchase of the Truck). The repair cost $1,338.00; I was responsible for a $100.00 deductible and tax on the Total Repair Cost. I requested that Trucks Only reimburse me for my out-of-pocket expense. [redacted] response was that I needed to take responsibility for the Truck. He put me in contact with the General Manager, [redacted], who was argumentative, telling me to, act like a man. He offered me $50.00; I agreed because I was so frustrated and wanted to get off the telephone. I knew that I should have pursued the total out-of-pocket cost. The next day I called [redacted] again and reiterated my case, demanding the total out-of-pocket cost. He spoke over me saying that I purchased a used truck and shouldnt be trying to get it like new. He finally agreed to send me a check for $75.00. I certainly know that I purchased a used vehicle but, I dont expect to make major repairs within the first 30 days! I did not use a private seller for this very reason. It is 03-18-15 and I have not received the promised check.Desired Settlement: Reimbursement in the amount of $100.00 for my deductible, plus $49.81 in tax, for parts, for which I was responsible.

Business

Response:

We certainly hope to resolve the situation with Mr. [redacted]. While disputing some of the details as set forth in his account, we will send him the requested amount. However the reason we objected to his full request, was because we were never consulted prior to the repair work being done, nor that he would expect us to be responsible for his out of pocket costs until after the work was actually done. Also, HE specifically told our office manager to not send him the check for $75 because that was not an acceptable resolution to him. Otherwise he would have had the check at the time the agreement was made. The check for the requested amount will be arriving shortly.

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]. Receipt of a check in the amount of $149.81 would be a satisfactory resolution for me; however, I do dispute the business's recollection of what transpired. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,