We purchased a used 2009 Workforce W42 truck and brought it to Rush Truck Center days later for a thorough diagnostic. I told them my primary concern was safety and I wanted the vehicle checked out from top to bottom to ensure it was not only safe, but to resolve any issues they discovered and prevent future major repairs. They told us we could anticipate them having it for 2 weeks which turned into two months and longer. We understood them to be the go-to experts on big rigs and believed everything they advised along the way during their inspection, spending close to 20K in "maintenance level" repairs in total.
All the while, you could rarely get an update or someone to answer the phone. I was having to ask for the manager each time, which should not be the case. Shane and David were helpful when I could get them on the phone. It was an extremely frustrating process, especially since this is a business vehicle that we count on to make revenue. We didn't have any visible leaks when we initially brought it to them and were told the transmission and engine were in good working order. They made me feel good about the purchase. My only concern when I first brought it to them was the front end shake. They said they checked everything and the king pins were fine. We fixed everything they advised us on without hesitation because we trusted it needed to be done and we wanted our employees to be safe and in a reliable vehicle.
Since they don't do tires, they recommended we take it to Best One Tire in Fairfield after their repairs. Once our truck was on the lift, they showed me where the tie rod was loose, causing the front end shake I shared with Rush Truck Center more than once. I called Shane at Rush Truck Center immediately since we paid them over $2,000 to inspect it plus a number of other repairs and they said nothing was wrong with the tie rod per their foreman. Thus, I took a video and sent it to Shane. He then said they would offer a discount on labor if we brought it back to them. We had Best One Tire do it since they already had it and we lost so much time already.
We had the tie rod repair, balanced and adjusted our tires. It tremendously improved our drive. The vehicle was parked on our private lot and leaking since we got it back. We began leaking brake and transmission fluid. Unfortunately, we tried to drive it across the parking lot and realized it was transmission fluid as we lost power. We had to have it towed up to Rush again at our own expense. We had to bring it back a few times as parts are hard to come by and we kept noticing new issues. We got it back and took it to TWO events. Upon the second time out, the engine light came on and the truck shut off. We had it towed to Rush Truck Center yet again. They had it for 3 weeks and said we needed a complete engine replacement, just a couple of months after telling us we had a good engine and the mileage was no concern. (159,000 miles)
I could not get anyone to provide an update. I left countless voicemails, emails and finally Shane, who was on vacation, had Kenny call me to provide any sort of update. It took another 2 weeks to get a quote. They told us it would be $32,000 to replace. Their lack of communication and the experience itself made us look into alternative solutions. We were referred to another shop who ultimately diagnosed the turbos as the actual issue and we paid less than 1/3 of their quote to get it fixed and far less time. Moreover, I had to pay Rush another $1500 to misdiagnose our truck and 2 more tows at $525 each to get it out of there. I am so disappointed with how we were treated and felt they were not as thorough as we thought they were and definitely not as forthright. We would've spent $32,000 and still had to fix the turbos which is absurd and dishonest! I don't know if they've just gotten too big or what, but if I am spending my hard earned money with you, I expect you to be professional and follow up with me. I expect that you'll have trained technicians and that you will provide us with your best plan. They told us we had NO compression in the 5th cylinder and after being towed out, I read the report for myself at the next shop. There was compression. Facts are facts. I cannot recommend this shop. The only follow up I received was after we towed it. Someone I had never spoken with called for payment of the misdiagnosis ($1500 plus we had to pay $1100 for round trip tows) and lost a month of business during the summer. A week after that, the GM called to see if I still wanted to buy the $20,000 engine and have it repaired elsewhere. I advised they misdiagnosed it and there was no apology and no follow up ever since. Extremely poor service and experience at this shop. read more
