• Report: #851739
Complaint Review:

Lubbock Truck Sales

  • Submitted: Sat, March 10, 2012
  • Updated: Sat, March 10, 2012

  • Reported By: Kat — Live Oak Texas United States of America
Lubbock Truck Sales
1801 Slaton Hwy Lubbock, Texas United States of America

Lubbock Truck Sales Freightliner Professionally Unscrupulous-Shysters!!!!! Lubbock, Texas

*UPDATE Employee ..inside information: Adding Facts to the Complaint

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 My husband broke down and was towed to Lubbock Truck Sales. He drives a T-800 Kenworth with a C15 Cat engine. The "certified" mechanic stated he would need a new ECM. It was ordered and installed. But the mechanic loaded the wrong information into the new computer. It did not work. So then he said the truck needed a new wiring harness. The mechanic took off the valve covers and removed the injectors, which is totally unnecessary for an electrical issue.  After 6 days they called and stated he had a technician from Caterpillar come and the problem was the ECM and was repaired. My husband drove from San Antonio to Lubbock to pick up his truck only to find out his truck would not start and it was giving the same codes as when it was towed in.

 The dealership wanted to charge us for 27 hours of labor to fix everything under the sun. Even worse while my husband was there is Lubbock he observed the "certified" mechanic using faxes and manuals and trying to work step by step to fix one thing after another. Finally I started a fire and called Daimler Trucks North America (DTNA) who make Freightliner trucks to let them know this place is giving them a bad name. Then I called Freightliner helpline and complained as well as Caterpillar to see if they really had a tech go out. This caused Freightliner and Caterpillar to call Lubbock Truck Sales to find out what was going on.
The manager did not want the bad press and told my husband to call a tow truck and get his truck out of there. He did give us our money back, however; after a week of lost revenue we towed the truck to Rush Peterbuilt and the truck was fixed in 3 hours. It was the ECM but the "certified" mechanic corrupted the new ECM and that is why it didn't work. Now we have to have Caterpillar check the valve covers and injectors checked as well as the electrical because of Lubbock Truck Sales award winning mechanics.....NOT. Any way this was a costly, but valuable lesson. Call the Caterpillar hotline before you call the wrecker!!!

This report was posted on Ripoff Report on 03/10/2012 11:19 AM and is a permanent record located here: http://www.ripoffreport.com/reports/lubbock-truck-sales/lubbock-texas-78404/lubbock-truck-sales-freightliner-professionally-unscrupulous-shysters-lubbock-texas-851739. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee ..inside information

Adding Facts to the Complaint

AUTHOR: Todd - ()

My contact information:

Todd Jordan

Warranty Manager

Phone: (806) 748-1529

Email: toddj@lubbocktrucksales.com


I have reviewed the customers repair order when it was in our shop back in 2012 & would like to add some details that the customer left our in their complaint. The customers truck is a 2004 model. The truck was towed in by another towing company & arrived either late Friday afternoon (03/02/2012) or early Saturday morning (03/03/2012). We are open from 8-noon on Saturdays. We put this truck in the shop first thing Saturday morning & the tech worked on it until closing time. The tech resumed work on the following Monday morning right at 8:00am. The last time that our tech was working on this unit was Wednesday (03/07/12) at 3:00pm.

When the tech began troubleshooting, he found that there were active codes for all 6 injectors. It is extremely rare that all 6 injectors fail at the same time without any other failures causing the injectors to fail. When all 6 injectors code like this truck did, it is most commonly due to a failed ECM. The tech replaced the ECM & programmed the new ECM. After the ECM was replaced, the engine was turn over but still would not start. The tech performed an injector solenoid circuit test, ohmed all wiring & the wiring showed to be shorted to ground. The tech removed the new ECM & reinstalled the customers original ECM because it did not fix the problem. The tech then replaced the engine sensor harness with a new one. After installed, the ECM was still coding all 6 injectors. The tech removed the valve cover & tested the injector harness to make sure that this harness was not shorted/open. The harness tested good. The tech connected a 'remote' injector (not installed in engine) & the engine was still coding all 6 injectors. The tech removed the new engine harness because it did not fix the problem & reinstalled the customers original engine harness. The tech reconnected the new ECM, cleared it completely & reprogrammed it properly. The engine started & ran good with no injector codes. So the tech removed & replaced the customers original ECM with the new ECM. The truck was test drove & all appeared to be ok. When the customer arrived to pick the unit up, the engine did not start & we tried to pull the truck back into the shop for additional assessment. However, the customer became angry that the truck was not fixed & demanded that the truck be released to him so that he could take it to another shop. We reinstalled the customers original ECM & released the truck to the customer at no charge. We did not charge the customer for any diagnostic time that we had involved or the new belt that we installed!!! The customer did take it to another shop & they too replaced the ECM which fixed the problem. We found that the ECM we installed was defective from stock. This is not common but it does happen. We filed a parts warranty claim for the new ECM that we tried to install because it was defective from stock.

Ultimately this customer was upset because we did not fix their truck & I will be honest, if it were myself in their shoes, I would have been a little upset too. However, the customer indicates that it was the tech's fault that the truck was not fixed & it was not the tech's fault. The truck was not repaired in our shop because we had a defective part from stock. This is not a common problem but it does occur from time to time.

At the end of the day, we did what was right & did not charge the customer for any repairs/diagnostics that we performed. We regret that this happened & we have used this incident as a learning tool.

Please feel free to contact me with any questions or comments you may have!!



Todd Jordan - Warranty Manager

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