The finance and sales teams were great to work with, but my experience with the service department left much to be desired. I purchased a truck and brought it in on a Friday, knowing that Glow Plug #7 needed replacement. As a TWS Platinum member,...
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The finance and sales teams were great to work with, but my experience with the service department left much to be desired. I purchased a truck and brought it in on a Friday, knowing that Glow Plug #7 needed replacement. As a TWS Platinum member, I confirmed that the repair would be covered under warranty, and was told it wouldn’t be ready until Monday, so I kept the truck for the weekend to run equipment.I dropped it off Sunday night, and by Monday, I received the approval, which I immediately confirmed. I also called the service department to ensure everything was in order and covered, but I never received a callback. On Tuesday, I received a text saying the truck was ready, so I took an Uber (40 minutes each way) to pick it up. When I arrived, I was asked to pay the balance, which I was prepared to do, but I was under the impression TWS would cover it, as agreed.It turns out they hadn't even contacted TWS to verify coverage. They offered to check after the fact, but I couldn’t take the truck home until that was sorted. By this point, I had already taken two days off work for the repair, and had informed my company that I would be able to run equipment by Wednesday. The entire situation was incredibly frustrating and disruptive, and I’m doubtful they will follow through with getting TWS reimbursement.All in all, it felt like a waste of my time, PTO, and money. I could’ve had the repair done by my own diesel tech for $120 out of pocket, which would have been far less hassle. Very disappointing.