This is parts of the initial complaint that was sent to USTF and their management.
My husband and I purchased a 2009 International Truck (Pro Star) from your Truck/ Trailer division. Bryan Garner was our sales representative. We are located in California so our conversations were mainly via telephone. I am writing to inform you on the horrific customer service and unprofessionalism that we received from Bryan.
On Saturday March 17, 2012 my husband called and spoke to Bryan advising him of the trucks status after the truck was picked up once the loan was funded. Bryan had told my husband that he would have to wait for 24 hours after funding to pick up the truck so that it can be cleaned and prepped for delivery. Upon, arrival the truck was defiantly not cleaned or even near that to be exact. The cab had garbage, food rappers, and bottles of urine. [continued below]....
..... The Truck also had the old company stickers on the side and back of the truck which was not removed. My question and concern is that if the 24 hours was needed to clean the truck and prep it for delivery why were these items not removed? Was this service not provided to us? When my husband asked Bryan he became very defensive and angry. He stated, that they are a big company and they make wholesale, big deals and he should not complain about little things. He continued yelling and even cursing at my husband, saying that he needs to run with the big boys. When my husband told him that he needed to refrain from yelling since he was calmly explaining to Bryan that was the condition of the truck he continued and disconnected his call. My husband called back and he did not answer his call. This is unacceptable and I cant imagine how be-littled he made my husband feel.
My husband was misled by Bryan in several things. He hide the damages on the hood and the broken front light in the photos that we received, he misled us on the mileage on the truck, and he told us that the back tires had new recaps and were 50% or better. As for the photos we received had no damage and was hide so that we would not be able to see it directly. The front light was broken as well. We did not receive any pictures of the odometer as we requested.
When the truck was advertised the mileage was 414 K. The first call we placed to Bryan the miles were then 460 K. Once the deal was finalized and the spec sheet was faxed to the lender the miles were 487,725. When the truck was picked up after the deal was closed the miles were at 491 K. I could understand a few hundred miles after the spec was done but 4 K miles is unheard of. My husband was also told by Bryan that the engine still has 20 K mile warranty left on it. The manufactures warranty on the engine is 500 K miles.
Bryan also said that the tires and brakes were 50 % or better and the tires had new recaps, which also was not true. The 4 back tires were at 9/32, 2 tires were at 13/32 and 2 were 15/32. The front tires were at 16/32. I understand that this is a big company but this is unacceptable from anybody regardless of the size and status of any company.