Dunn Electric

We would like to respond to the complaint [redacted] Complainant is reporting unusual mechanical issues with truck Our position on this matter: In the best interest of this customer, the management team has been notified and we are in contact with the customer to investigate the mechanical issues reported in complaint so repairs can be made according to contract guidelines.Our plan of action: In the best interest of customer relations, we have contacted this customer and are working with her to find a solution

We would like to acknowledge the customer complaint [redacted] Customer wants refund due to mechanical trouble after taking possession.Our position on this matter: We have reviewed the response from complainantInvoices provided by complainant are expenses that could have been avoided should the guidelines on reporting mechanical trouble have been followedThe timeline given by complainant admits he had a known mechanical issue that he choose not to report when near our Arizona locationInstead, the complainant opted to work the truck with a known,unreported mechanical issueThe plane tickets back to Arizona, the hotel stay in Florida, the cab fee, all could have been avoided should the renter have reported the coolant problem he encountered in California, and brought it in for professional evaluation, before working the truck with a load to Louisiana, and then again to FloridaThe complainant did not give our company a chance to help with any mechanical trouble until it was too lateDue to lost opportunity to address the issue before it grew into a large problem, we feel the complainant should assume responsibility for the position they put themselves in.Our free tow service within miles of our dealership has proven to help our renters, however tows are scheduled by first availability and the truck can not be just left on the side of the road, it must be brought to the closest secure location before sending out a tow truckThis is detailed as a renter’s responsibility in the Commercial Truck Rental AgreementThe complainant states we towed it to a local shop instead of our shop, however he is the one who arranged the tow to bring the unit to a local shop as opposed to waiting for his free tow to GulfportThe shop it was towed to is not even an approved shop that we can do business with.The complainant fails to mention the actions we have taken to help him get back rolling.It is unfortunate we did not get the opportunity to correct the situation before it escalated to the point of him making a complaintWe encourage an open-door policy and hope to address problems before they are brought elsewhereIn efforts to mediate the situation, we offered him a replacement truck and waived his first four rental payments, to alleviate some of the financial burden he may have encountered with his first experience.Our plan of action: The truck has been repaired at our expenseAdditionally, we put him in a new rental unit with enough grace period on his first four payments to allow him time to generate money with the equipment.In the best interest of customer relations, we have spoken with this customer to assure we have gone above and beyond our responsibility to help him in his situation.Resolved: Yes

In response to complaint # [redacted] ; the paddle fan remote in the living room was not available at the time like the upstairs fan, so I had no way to know if the switch worked the light on the fanI did not charge for this extra workIf they what to pay me $for a trip back and have the remote available I can make sure it worksThanks, Terry D [redacted] Terry D***Dunn ElectricBox 977-Cascade-ID-83611Business: 208-382-3109Cell: [redacted]

We will gladly discuss the details of this account, however due to our privacy policy, we need signed documentation from [redacted] to authorize us to share confidential account details with the Revdex.com of Arizona.Thanks for your cooperation

We would like to acknowledge the customer complaint [redacted] Complainant wants to be refunded his deposit.Our position on this matter:In the best interest of customer relations, we plan to refund their total application fee of $and processing charges of $for a total refund of $The company is under no obligation to do this as processing an application for a semi-tractor is an expensive undertakingFor complainant to receive his refund, he must provide a signed copy of the hold harmless agreement.Our plan of action:In the best interest of customer relations, we have spoken with this customer to confirm that he has received the hold harmless documentWhen it is received, we plan to initiate the refund for his application fee.Resolved:Yes

We would like to acknowledge the customer complaint [redacted] . Customer wants refund due to mechanical trouble after taking possession.Our position on this matter: The customer did put a deposit on Commercial truck rental unit # [redacted] on 04/19/15, however the rental deposit amount was $4990. (see... attached contract), not $6,418.18 as stated by complainant. The $495 application fee mentioned is an application processing fee for program approval with no credit check. Once admitted into our program, this no credit check processing fee is nonrefundable. If you are not approved, the fee is refunded.The mudflaps are documented as intact when the customer left the dealership. This item was checked and signed off as DOT compliant by both the customer and our technicians. Mirrors and Mudflaps are two key items reviewed on every truck by both parties, before leaving our lot. After taking possession of DOT ready commercial vehicle, it is the customers responsibility to maintain the DOT items. We have researched our records in reference to the oil claims. Unit [redacted] did have a documented oil change before the customer took delivery on April 19th. Receipts confirm the oil, oil filter, and other items purchased for maintenance performed. A commercial vehicle’s oil fluid does darken once circulated through the engine during normal operation,as it mixes with the residual oil fluid remaining in the head, oil cooler and crevices of the motor.Complainant states the engine was overheating before they left California. High temperatures are indication of a possible serious problem. A commercial truck has several gauges on the dash to warn the operator of irregular behavior so they may foresee any imminent problems. Irregular behavior should be reported as soon as it occurs to prevent small problems from turning into big ones. The complainant states he had 2 breakdowns after the overheating, yet he corrected the problem by adding 3 gallons of coolant. Our technicians wonder how simply adding coolant fixed this issue? Whether it have been a loose radiator cap or a loose clamp or hose, how did the coolant exit the radiator before, but was corrected by adding more coolant? If it was a hole in the radiator this would not have corrected his problem. Without a professional’s opinion, driver ignorance or incompetence can not be ruled out before engine trouble is deemed to be our error.We offer our customers 24 hour Breakdown assistance from the moment they leave our dealership. The complainant did not reach out to our breakdown hotline, nor the staff in Arizona, to let them know about the problem they report happening in California. Instead, the complainant continued to haul his load from California to Louisiana with this known unreported condition. The timeline given by the complainant has the complainant leaving California on the 9th and arriving in Louisiana on the 11th to deliver their load. On his way to Louisiana, complainant passed by our Arizona shop, as well as several other approved shops, without stopping to get the problem looked at by a professional. Only after arriving in Louisiana on 05/11 to drop off a load, did the complainant reach out to our staff. He did not mention the coolant issue to us or the overheating problem, but did express his concern about the oil. We immediately checked with the Arizona location to confirm the unit had received an oil change. Additionally we offered the customer an appointment to return to the shop as soon as possible to get the fluids reevaluated. Customer said they would call and schedule, but continued to run unit the to Florida where the unit eventually quit working. At this point, on the 13th, the truck was reported as a breakdown to our team, and a tow was organized to take the unit from a secured location to a shop that will get his unit back running. Before giving us any opportunity to work with him, he filed this complaint.Renter left the unit at the shop in Florida. He is not taking responsibility for the condition he has put the vehicle in. Our plan of action: The truck is currently at a shop where it is getting diagnostics and repairs made at our expense. In the best interest of customer relations, we have spoken with this customer to offer him option of reimbursement for his coolant and mudflaps as well as deferred payments if he wants to keep his truck. He has declined our offer and abandoned the commercial vehicle in Florida. Any remaining balance of his deposit, after recovery fees, mileage and contract fees are subtracted, will be reimbursed once our vehicle is recovered from its location.Resolved: Yes.

Will you please send me authorization from the customer to discuss his account

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.This complaint was filed after we were left stranded on the side of the road and denied a tow as promissed in the contractWe were promissed miles of tow but was asked for documentation which was not attainable from the side of the roadWe were only offered a tow after the complaint was filed Their location in Gulfport, MS was under miles away and instead of towing it there, they decided to tow it to a local shopWe did not have hour roadside assistance but rather assistance Monday through Friday 8am to pmhour assistance is offered at an additional feeThe vehicle was never abandonedIf the vehicle would have gotten fixed in a timely manner we would have gladly returned the truck to the nearest locationHowever, as of today June 2nd the truck is still at the shopThere was no progress on the repairs so we to left because we could not afford to pay hotel any longer at dollars a nightWe decided to return home after no progress and minimal communicationThe company has agreed to release us from responsibility from the truck and provide us another in a hopefully better condition and has refused to help with any expenses for hotel and repairs totaling over $We have no choice but to accept this offer since trucking is our livelihood and this company has not returned any money back so that we may in turn take our business elsewhere.Regards,*** ***

Complaint: ***I am rejecting this response because: Terry is not being honest. As Terry was the original installer of the fan and opened it out of a brand new package, the remote was there when he
installed itHe did come back to fix the one switch for the fan upstairs, but told my husband he didn't want to mess with the other one and that we could mess around with it and figure it out
I do not think we should be charged to fix something that was not installed correctly to begin withIf he does not want to fix it on his own time, I will also call the State Board to see what they can do.Sincerely,*** ***

We would like to acknowledge the customer complaint [redacted]. Customer wants refund due to mechanical trouble after taking possession.Our position on this matter: We have reviewed the response from complainant. Invoices provided by complainant are expenses that could have been avoided should the guidelines on reporting mechanical trouble have been followed. The timeline given by complainant admits he had a known mechanical issue that he choose not to report when near our Arizona location. Instead, the complainant opted to work the truck with a known,unreported mechanical issue. The plane tickets back to Arizona, the hotel stay in Florida, the cab fee, all could have been avoided should the renter have reported the coolant problem he encountered in California, and brought it in for professional evaluation, before working the truck with a load to Louisiana, and then again to Florida. The complainant did not give our company a chance to help with any mechanical trouble until it was too late. Due to lost opportunity to address the issue before it grew into a large problem, we feel the complainant should assume responsibility for the position they put themselves in.Our free tow service within 500 miles of our dealership has proven to help our renters, however tows are scheduled by first availability and the truck can not be just left on the side of the road, it must be brought to the closest secure location before sending out a tow truck. This is detailed as a renter’s responsibility in the Commercial Truck Rental Agreement. The complainant states we towed it to a local shop instead of our shop, however he is the one who arranged the tow to bring the unit to a local shop as opposed to waiting for his free tow to Gulfport. The shop it was towed to is not even an approved shop that we can do business with.The complainant fails to mention the actions we have taken to help him get back rolling.It is unfortunate we did not get the opportunity to correct the situation before it escalated to the point of him making a complaint. We encourage an open-door policy and hope to address problems before they are brought elsewhere. In efforts to mediate the situation, we offered him a replacement truck and waived his first four rental payments, to alleviate some of the financial burden he may have encountered with his first experience.Our plan of action: The truck has been repaired at our expense. Additionally, we put him in a new rental unit with enough grace period on his first four payments to allow him time to generate money with the equipment.In the best interest of customer relations, we have spoken with this customer to assure we have gone above and beyond our responsibility to help him in his situation.Resolved: Yes.

We would like to respond to the complaint [redacted] Complainant is reporting unusual mechanical issues with truck.  Our position on this matter: In the best interest of this customer, the management team has been notified and we are in contact with the customer to investigate the...

mechanical issues reported in complaint so repairs can be made according to contract guidelines.Our plan of action: In the best interest of customer relations, we have contacted this customer and are working with her to find a solution.

We will gladly discuss the details of this account, however due to our privacy policy, we need signed documentation from [redacted] to authorize us to share confidential account details with the Revdex.com of Arizona.Thanks for your cooperation.

In response to complaint #[redacted]; the paddle fan remote in the living room was not available at the time like the upstairs fan, so I had no way to know if the switch worked the light on the fan. I did not charge for this extra work. If they what to pay me $65.00 for a trip back and have the remote...

available  I can make sure it works. Thanks, Terry D[redacted]
 
 
Terry D[redacted]Dunn ElectricBox 977-Cascade-ID-83611Business: 208-382-3109Cell:[redacted]

We would like to acknowledge the customer complaint [redacted]. Customer wants refund due to mechanical trouble after taking possession.Our position on this matter: The customer did put a deposit on Commercial truck rental unit #[redacted] on 04/19/15, however the rental deposit amount was $4990. (see...

attached contract), not $6,418.18 as stated by complainant. The $495 application fee mentioned is an application processing fee for program approval with no credit check. Once admitted into our program, this no credit check processing fee is nonrefundable. If you are not approved, the fee is refunded.The mudflaps are documented as intact when the customer left the dealership. This item was checked and signed off as DOT compliant by both the customer and our technicians. Mirrors and Mudflaps are two key items reviewed on every truck by both parties, before leaving our lot. After taking possession of DOT ready commercial vehicle, it is the customers responsibility to maintain the DOT items. We have researched our records in reference to the oil claims. Unit [redacted] did have a documented oil change before the customer took delivery on April 19th. Receipts confirm the oil, oil filter, and other items purchased for maintenance performed. A commercial vehicle’s oil fluid does darken once circulated through the engine during normal operation,as it mixes with the residual oil fluid remaining in the head, oil cooler and crevices of the motor.Complainant states the engine was overheating before they left California. High temperatures are indication of a possible serious problem. A commercial truck has several gauges on the dash to warn the operator of irregular behavior so they may foresee any imminent problems. Irregular behavior should be reported as soon as it occurs to prevent small problems from turning into big ones. The complainant states he had 2 breakdowns after the overheating, yet he corrected the problem by adding 3 gallons of coolant. Our technicians wonder how simply adding coolant fixed this issue? Whether it have been a loose radiator cap or a loose clamp or hose, how did the coolant exit the radiator before, but was corrected by adding more coolant? If it was a hole in the radiator this would not have corrected his problem. Without a professional’s opinion, driver ignorance or incompetence can not be ruled out before engine trouble is deemed to be our error.We offer our customers 24 hour Breakdown assistance from the moment they leave our dealership. The complainant did not reach out to our breakdown hotline, nor the staff in Arizona, to let them know about the problem they report happening in California. Instead, the complainant continued to haul his load from California to Louisiana with this known unreported condition. The timeline given by the complainant has the complainant leaving California on the 9th and arriving in Louisiana on the 11th to deliver their load. On his way to Louisiana, complainant passed by our Arizona shop, as well as several other approved shops, without stopping to get the problem looked at by a professional. Only after arriving in Louisiana on 05/11 to drop off a load, did the complainant reach out to our staff. He did not mention the coolant issue to us or the overheating problem, but did express his concern about the oil. We immediately checked with the Arizona location to confirm the unit had received an oil change. Additionally we offered the customer an appointment to return to the shop as soon as possible to get the fluids reevaluated. Customer said they would call and schedule, but continued to run unit the to Florida where the unit eventually quit working. At this point, on the 13th, the truck was reported as a breakdown to our team, and a tow was organized to take the unit from a secured location to a shop that will get his unit back running. Before giving us any opportunity to work with him, he filed this complaint.Renter left the unit at the shop in Florida. He is not taking responsibility for the condition he has put the vehicle in. Our plan of action: The truck is currently at a shop where it is getting diagnostics and repairs made at our expense. In the best interest of customer relations, we have spoken with this customer to offer him option of reimbursement for his coolant and mudflaps as well as deferred payments if he wants to keep his truck. He has declined our offer and abandoned the commercial vehicle in Florida. Any remaining balance of his deposit, after recovery fees, mileage and contract fees are subtracted, will be reimbursed once our vehicle is recovered from its location.Resolved: Yes.

We would like to acknowledge the customer complaint [redacted]. Complainant wants to be refunded his deposit.Our position on this matter:In the best interest of customer relations, we plan to refund their total application fee of $495 and processing charges of $8 for a total refund...

of $503. The  company is under no obligation to do this as processing an application for a semi-tractor is an expensive undertaking. For complainant to receive his refund, he must provide a signed copy of the hold harmless agreement.Our plan of action:In the best interest of customer relations, we have spoken with this customer to confirm that he has received the hold harmless document. When it is received, we plan to initiate the refund for his application fee.Resolved:Yes.