This has been the worst experience I've had with any service center -- not just once, but four times in a row.
As a business owner, I completely understand that a company needs to generate income. What I don't agree with is charging for services that were not completed or properly performed.
I gave Velocity Truck Centers multiple chances, but it's clear now that the focus is on billing, not genuinely helping the customer. Here's a summary of what I've experienced:
First Visit: After service, my truck displayed a maintenance alert within 100 miles. I was told they simply forgot to reset the service timer. I let it slide -- mistakes happen.
Second Visit: They forgot to replace the engine oil cap. The truck arrived at my warehouse leaking oil everywhere. When I opened the hood, it was a mess. To their credit, they towed the truck back, pressure washed it, and installed a new cap.
Third Visit: I brought the truck in due to an oil cooler leak. My mechanic had diagnosed it and even provided photos and videos. But I was later told it was just a hose, not the oil cooler, and since that wasn't covered by warranty, I got billed for diagnostics. Two weeks later, the truck was still leaking. When I brought it back, even the supervisor acknowledged the leak.
Fourth Visit: Due to the leak, the technician said there might be contamination in the DEF tank. I approved inspection verbally. Later, I was told there was no contamination -- which is great -- but again, I received another diagnostic bill. I requested a refund for the original diagnostic error, but they refused, claiming the technician just didn't detect the leak the first time.
At this point, it's clear to me that billing is the priority here, not customer service or doing the job right the first time. I've spoken to a supervisor on-site, but no real progress has ever been made. I have documentation and proof of all the issues. I assume they do as well -- unless someone internally is not doing their part.
I truly hope someone higher up takes a serious look at how this location is operating. Customers deserve better than to be repeatedly overcharged for subpar service. read more