One star is truly too much to give these horrible people. They have the absolute worse customer service. Zero sense of urgency. My 2017 m2 has spent the last 2 weeks in shop waiting on a water pump that has already failed once before. In addition to that - a broken rear diff lock control in which they're denying warranty claim and fighting me on. Also, air condition has been broke for the majority of the ownership since buying the truck brand new. They have cost me thousands of dollars by just taking there good ole time. The first time last year it spent 3-4 days in shop to have AC and rear diff lock looked at. The rear diff was ok supposedly and they claimed to fix the AC and 20 minutes after picking back up it failed again. Spent 3 hours in waiting room that night just to be sent back away and told I would have to come back another day but Eric would make me a priority for the hard time I was given. Eric pretended to never have said that when I took it back a month later and so I dealt with sitting in my own sweat for the entire summer of 17 because I didn't hav the time or money to wait for them to service it again even tho it's covered under warranty.. This time around they claim rear diff lock is actually broke (although nothing changed since the first time it was there). Now they're denying the claim for warranty for rear diff lock and they haven't even started on AC yet because they're waiting for Cummins to manufacture a new water pump as they've been out of stock for 2 weeks apparently. Did I mention this is a 2017 Freightliner M2 106? 2017. I pay $2000 a month to deal with nothing but problems. Eric and the rest of the staff at Baltimore Freightliner are the most careless, horrible people to deal with. They're down right rude and truly do not care or value their customers. Eric completely lacks any and all knowledge about trucks and I've been unable to figure out why he's even in the position of handling customer accounts that he's in. They're liar and they're theives.
UPDATE: 3 weeks and 1 day after being in shop I finally pick up truck. In the mean time I have sat down with the service manager and local Freightliner rep who both claim they're doing everything they can to help. They're kind but in a "they have to be professional" kind of matter. I don't feel its in a matter that they actually have sympathy or understanding for my case. I've emailed a section pulled from my drivers manual that fights claims their technicians have made. The rear has been shipped out to Detroit for warranty evaluation. I have been told that if its denied the local Freightliner rep is going to do as much as he can to reprimand or ease the financial and emotional hardship suffered over the last few weeks. The amount lost from the truck being out of service far surpasses even the ridiculous bill they gave me. There's an item line on my almost $7,000 bill for 9 and half hours of labor with description of services performed and I quote "CALL DETROIT." When I asked what this was that cost me $900 in labor, I was told it was the combined communications from the first moment they reached out to Detroit until service was complete. This was described to me as them taking pictures, sending emails, and making phone calls. 9.5 Hours! Really?! Initially, Freightliner/Detroit sent the wrong rear which delayed the truck being finished even longer. I was informed by Erik that part of the associated "CALL DETROIT" labor cost for them to call and let Detroit know they sent the wrong rear.. that was included in my cost. So they made the error and I had to pay extra for it. This all being on top of the thousands of dollars of lost revenue my business suffered from the truck being out of service for the extreme length amount of time it was. They charged me 1.5 hours to increase the cruise and top speed from 75mph to 85mph while they were already replacing the ICU/Gauge cluster with an updated one due to recall. I realize these two things do not link, but honestly 1.5 hours to connect to truck and hit a few buttons? On top of everything else and all the BS I've already had to go through with this truck and shop. Throw me a bone here? There was not a single phone call or any type of contact prior to make me aware of this overpriced cost. What I understand at Baltimore-Freightliner is that their time is very valuable and your time means absolutely nothing. A perfect example would be a year ago when the AC was "repaired," but went out 20 minutes down the road. 3-4 Days in the shop and they couldn't successfully fix the AC. So Erik has me come back immediately and I spent 3 hours in the waiting room just to be told I'd have to come back another day (basically, "sorry about your luck"). I didn't receive any compensation for the time I sat there, definitely not the 3-4 days it spent in shop. This time around I didn't receive any compensation for the 22 days it spent in shop. However, these folks want compensation for A-Z. Funny how that works. read more
