ComplaintsforTotal Systems Technology, Inc.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Ford F-150 in Jan of 2015. I was told by the dealer that they could get the truck undercoated for $475.00 and I would get a lifetime guarantee to not rust. During a later inspection it was found that the tailgate was never rustproofed. The Ford dealer retuned the truck to the Line X rustproofing facility in Streetsboro Ohio to have that work completed. This summer I took the truck to in to have an exhaust leak checked. While my truck was on the lift, the mechanic told me I needed to look under the truck at the rust on the rocker panels. There is no rust on the doors, fenders, bed, or tailgate, the rocker panels are completely rusted out. I contacted TST and was told to send pictures, get three estimates and a copy of the contract. Received a letter from them Jan 19 stating that they do not replace they will only pay to repair and they would only offer me a portion of the estimate because of labor costs repair not replace. When I contacted the warranty claims they told me they were just the messenger. I have a contract that guarantees repair of rust on my vehicle minus $200.00 deductible. Not an offer that puts the extra costs to be my responsibility. They made the contract now they don’t want to honor the contract when it might cost them money. I entered the contract in good faith, now I expect them to honor that contract in good faith.

  Business response

  04/15/2024

  TST received a claim form from *** ******* on 10-9-23 for rust on his 2014 Ford F-150.  He stated he only saw the damage on 9-13-23.  After reviewing the claim, a letter was sent to him on 11-1-23 requesting he sent us three (3) estimates for REPAIR, as that is the exclusive remedy for this issue.  I spoke to *** ******* on 1-2-24, and according to him, he only received the letter over the weekend. We received three (3) estimates from *** ******* on 1-16-24, all for Replacement.  After review of the estimates, it was determined that an offer, of $2,543.80 based on a REPLACEMENT estimate of $3,299.65 from Cross Collision, would be made.  This offer was based on the fact that the Warranty clearly states that REPAIR is the exclusive remedy for this issue, there was already considerable damage to the vehicle and time was of the essence, so adjustments were made to the estimate from Cross Collision to reflect a fair offer less the $200.00 deductible stated in the warranty.

  Based on the photos submitted with the claim, it is obvious that the damage to the vehicle was going on longer than 30 days, more likely over 1 year, which should have been noticed doing normal cleaning and maintenance of the vehicle.  TST is supposed to be notified, as stated in the warranty, within 30 days of noticing the issue.  With that being the case, TST and the Warranty Company opted to request REPAIR estimates to address the rust issue.  

  The check was cut on 3-15-24 and has been on hold per a conversation with *** *******.  The check can be mailed immediately to *** *******, if he so desires.  We have attempted to settle this claim in good faith, in fact, based on the information and photos provided, this claim could have been denied due to the fact the damage has been going on for over 1 year.  

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I contacted TST after being told that there was rust damage under the body of my F150.  I always take my truck thru a car was that has a pressure washing system to spray the underside of the truck.  I have had the oil changed 3500 miles since new, tires were put on the vehicle during the summer.  I have asked everyone who works on my truck to make sure everything looks OK. Everyone up to the point of having an exhaust leak checked said everything looks good.  The mechanic who worked on the exhaust told me I had rust on the inner rocker panels under the cab of the truck. I looked at the underside of the truck at that point.  I can not help the mail delays that I have experienced.  I contacted TST within a few days of being informed of the rust damage.  I also have no control over the language used on the repair estimate. If they put replace rusted area or repair rusted area does not matter to me. I have a contract that states that it will be FIXED. I don’t expect more than what the contract states, but using excuses in an attempt to reduce the cost to them is not acceptable.  On 4/14/24 I notified TST that rusted areas are now appearing on the exterior of the drivers side front fender. I will be sending pictures and an estimate for this to be FIXED.   I am not going to tell a auto body shop owner what words to use when making out the estimate to correct the problem.   Photos and estimate will be sent to TST and BBB soon after returning to Ohio in two weeks
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  **** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩