TransChicago Truck Group Reviews (%countItem)
TransChicago Truck Group Rating
Address: 2333 W 25th St, Gary, Indiana, United States, 46404
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The worst experience ever with TransChicago Truck Group. My truck has been in the Elmhurst location for 61 days and counting! My truck was loosing power so took it in for service on September 4th 2019. September 5th I received my first bill of $1,250.90 for a diagnostic unit fault code-559. Sept. 10th a bill for $7,539 for partial engine rebuilt. Truck is under warranty so I okayed service and Trans Chicago was to follow thru with warranty. This did not happen! It took until Oct. 1st for warranty to receive all information requested from dealer to approve claim.Truck still not ready for pick up. Oct. 9th I receive another bill of $17,282.09 for a whole engine rebuilt. My truck is under warranty so I okayed the service again and they were to continue following thru with warranty for coverage and payment. Warranty requested obviously supporting documentation on additional parts and labor same day Oct. 9th. After making plenty of phone calls to dealer requesting status on when my truck would be ready and when were they planning on getting back to warranty, finally on Oct. 29th dealer sent over additional pictures to warranty BUT the wrong ones! they sent over the old pictures. After many more phone calls and after calling service supervisor correct documentation was sent over to warranty on Oct. 31st with new bill of $21, 239.58 Once final bill was sent over to warranty, it was discovered that dealer was over charging. The invoice had parts being double charged around $4,000 extra!!! Took another extra day to resolve this. November 1st I get the call that my truck is ready for pick up. I get there to pick it up and first thing I realized my truck has been crashed!!! Bumper has damage front and sides!!! Staff is not taking responsibility for it, they are telling me they have to go thru video footage to find out if it is true that may truck did not have this damage when it went in. But they are already telling me this is going to take a loooong time to resolve they can not give me an estimated timeframe on how long this process is going to take! This is not even the full story yet I took it for a test drive myself on Friday didn't even make it 5 blocks away when engine light went on, by the time I circled back to dealer my truck was leaking antifreeze. Today is Monday Nov. 4th and am on my way to deal with this. Unprofessional service at its best!
Good evening. Thank you for sharing this customer's concern. There were many moving pieces while determining what warranty coverage was available, if any. The extended warranty this customer purchased is an after-market warranty not supported by a vehicle manufacturer, which typically leads to extended time to gain approval. This delay in getting approval unfortunately led to extreme delays in getting the vehicle repaired. During this time we always provide the customer with the worst case scenario in the event coverage is denied. This claim has now settled and the customer's total charge was approximately $900 of non-warrantable expense out of the approximately $20,000 total invoice. Separately, we are investigating the claim that damaged was done to their vehicle after it was dropped off for repair. We are reviewing security camera footage and interviewing all employees responsible to determine if the damaged was caused on our property and while in our control.
We were from Milwaukee when our Freightliner went down in Morris, IL; had problems with the DEF. Wouldn't accelerate past 55 mph...took it in on a Saturday and it wasn't looked at until Tues @pm. We thought it was warranty work and covered.Whenever we asked for a phone call for status we got emails. We called Tues afternoon @ 3pm and found out truck was 'done'...since we live in Milwaukee we wanted to wait until Weds morning to get it given the time of day with traffic. Got there Weds morning were told 'they didn't do anything, didn't even have to add DEF..we did a regen and cleared codes and you're good to go'....". Front desk said 'that'll be $ 306.00 please". We asked what was done and was told didn't have to do anything, did a regen cleared codes, and nothing seems to be wrong". So, why being charged 2 hrs of labor at $ 153.00/hr ??? We told front desk we'd pay for 1 hr, AND we also showed them the email we received from them stating they DID add DEF (even though WE had added DEF just the morning of the day truck went down). Then the warranty guy had no clue when we asked if it was warranty work; even though they said they didn't do anything. DeeDee approved we only pay for 1 hr labor and we left. The VERY NEXT MORNING our truck went down !!! The same problem occurred...We drove it back to Milw and it turned out to be a hosing device problem and the Freightliner Truck Country in Oak Creek, WI took care of our truck and got it running correctly !!! And, it WAS covered by warranty !!! TRANSCHICAGO TRUCK GROUP are blood sucking vultures not knowing one thing about proper information, service and contradicted everything from the very beginning. We will NEVER talk good of them and avoid them at all costs !!! Avoid, avoid, avoid Transchicago Truck Group in Shorewood, IL !!! We give a 0 star rating...We lost alot of time and money from not being able to run our truck and we are not happy or satisfied with the poor service and lack of proper service from Transchicago Truck Group in Shorewood, IL
Below is the timeline on arrival and repair times:
Log sheet arrival - Monday 04/22/19 12:30 pm
CDK write-up - Monday 04/22/19 4:05 pm (repair order opened)
First tech time punch - Tuesday 04/23/19 3:00 pm (30 minute express assessment did not come to diagnosis and gave back to foreman)
Second tech time punch - Tuesday 04/23/19 6:45 pm
Last tech time punch - Tuesday 04/23/19 8:15 pm (there was a lunch in between second and last punch)
Complaint:
Customer states MIL light was on.
Cause:
Tech states that all codes were inactive. One inactive code for low DEF stage 3. Checked DEF level and it was full.
Correction:
Cleared code and performed parked regeneration and faults did not come back.
Communication summary:
CDK notes recap. Monday afternoon Service Advisor let customer know that unit will likely not be in shop Monday evening and more likely to be in Tuesday morning. Tuesday morning the customer was notified that the unit will be in sometime in the afternoon and this was a spoken notification to Richard the owner. Once vehicle was diagnosed, SA misunderstood the tech story and told customer that unit was low on DEF and needed fluid. After tech interview, the story was that the unit must have run low on DEF which tripped the MIL light and when he checked the tank the DEF level had just been filled, which the customer states in their complaint. He cleared the codes and ran a regen to verify repair. Our significant communication problem was created by mistakenly telling the customer that there was no DEF in the truck.
This truck did not arrive on Saturday as stated in the review and was not in the shop as long as customer stated, also we did communicate via phone more than email. Unfortunately, we did not meet our Express Assessment goals as our program states, due to lack of internal resources.
Based on the complaint, we followed all corrective actions, as outlined by Freightliner Trucks. Unfortunately, when the MIL light did not come back on after our regen, it was believed to have corrected the issue so the truck was returned to the customer. We had no way to know it would come back on requiring additional repair. We apologize for any inconvenience.