REF: Formal Complaint / Dissatisfaction with Mack purchase
2004 Mack, Vision Model CX 613
This communication is in reference to my recent purchase of a 2004 Mack Tractor, in August 2005 and the horrific service record of repairs and repeat repairs to the point of my financial demise.
I was motivated by popular opinion to lean in the direction of Mack as an industry LEADER of satisfaction and excellence, which I respected and decided to rely on for my investment. I did some research and contacted several competitive dealers before making my choice to purchase from the Mack dealership.
It is with frustration and regrets that I must inform you that I have been extremely disappointed in the tractor performance and maintenance since my purchase. When I pursued my investment / purchase, it was with a great measure of trust and assurance that Mack would offer and stand behind a quality product in which I was seeking dependable transit; subsequently reliable income. It was that sole purpose for investing in a newer piece of equipment and acceptance of sizable debt, trading in my worn-out, yet reliable Freightliner.
I have been inconvenienced time and time again with maintenance issues and factory recalls to the point of exhaustion, not to mention the high loss of revenue directly caused by my down time involved with constant repetitive repairs. There are still factory recalls required, which are contrary to productivity
directly affecting my ability to reconcile my loan through Mack Financial Services. This transaction has all but soured and I need your assistance.
Primarily, the tractor has been serviced out of the Dayton Mack facility to minimize down time and for convenience to my residence. It doesnt take much review to see that I have made a purchase contrary to my livelihood as an Owner-Operator. To state the least, I feel I have purchased a real lemon, for lack of a better description! I am told there is no such thing as coverage under the 'lemon law' for an Owner-Operator and his semi.
At this point, I have requested review from several positions within the Mack Corporation to no avail. The documentation of repeated and re-repeated service and repairs logged under my VIN number has astonished everyone. I have still not received any hope of resolution. I am stuck with a business transaction, which in my opinion, is a risk to myself and my family.
At this point, I feel it would only be fair to expect Mack to offer a full service warranty on the truck for the life of the loan, at the very minimum.
I am seeking any proposal that might be mutually beneficial to resolve the maintenance issues and factory recalls directly related to my loss of income and negative experience with Mack.
To date, I can document a minimum personal loss of income in excess of $10,000.00 directly related to downtime caused by repairs and maintenance to this truck, since the purchase of the truck. I have been treated rudely and unprofessionally at the service stations and I am at a loss on how to resolve the ongoing issues.
I would like to believe that all Owner-Operators would clearly understand my peril and expectations for a substantial measure of resolution.
Please advise should you be able to assist me.
Thanks for the opportunity to voice my perils.
Cordially,
O/O with regrets
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