We took Vinny in for his yearly oil change and full maintenance to Velocity Freightliner Truck Service in Miramar, CA on Sept 10. The steering was fine when they drove it in for service, but when we got it back 5+ hours later, the Comfort Drive system was no longer working. Barry researched this and was told that the system probably just needs to be “awakened” via a specific tool. Sept 25, we returned to the same service center. Unfortunately, after 5 hours, they had NO information for us! A diagnostic had not even been run yet! We were furious! Talking with the manager about it, he had the nerve to say they hadn’t run the diagnostic because they needed our permission. WHAT!!! What did they think we brought it in for!?!? Plus we made sure they had both our cell phone numbers while we were at Starbucks for the first hour, and had been sitting in their lounge for the remaining 4 hours! We told them to forget it, we just want our coach and to leave!
We arrived in Yuma 3 hours later. Barry researched other Freightliner service options. He talked to the service manager at a couple different locations. The Velocity Truck Center in Tolleson, AZ was quite impressive. The fact that they had a separate RV service section was a huge plus! Seeing it via Google Earth confirmed it’s massive property. Kirk, who is the RV service manager, projected the competency Barry was wanting to hear before selecting a new service location. The Tolleson location even makes appointments instead of the “first come, first served” basis that many other freightliner service centers use. The first available time was Oct 13. We took it.
This full wall “sign” is how you are treated while at this Velocity in Tolleson, AZ.
We arrived on Tuesday, Oct 13th for our 10 am appointment. Within 2 1/2 hours we had a diagnosis. Good thing we were sitting down when Kirk came in to the RV lounge to give us the news. We need a new steering column! Part is ~$7800, and out the door cost with labor and tax would be $8500! OMG!!! We were in shock. Luckily, we have an extended warranty, but we weren’t sure how they work…or how well they work. We would soon find out. They could have the part here by tomorrow at noon. So much for getting back to Yuma this evening.
Kirk ordered the part and submitted the claim. And the wait began. Kirk came to us the next day to let us know the part arrived, but that when a claim has a high amount like ours, warranty companies tend to drag it out the approval process. It can typically take two weeks or more! Holy cow! Kirk said it may help if I call to followup and rattle the cage. Say no more. I began calling and calling throughout the week as the process for approval and final authorization progressed from one obstacle (step/delay) to the next. Kirk warned that they could send an inspector out to verify the need for the repair, so we don’t dare do the work prior to the authorization Sure enough they did just that. An inspector showed up on Friday about 11 am. Monday, I was back to calling the company to follow-up. More bureaucracy and hoops to send the paperwork through! Tuesday morning about 10:30 authorization finally came through. Vinny was on his way into the shop at 10:50 for “surgery”. It took three hours to complete. Our extended warranty paid for the repair minus our $100 deductible!! WHEW!
This particular Velocity Freightliner Truck Center is definitely the one we will use for routine yearly maintenance, and any other issues that may arise while we own Vinny or any similar vehicle! There are seven spacious RV parking spots with full hookups. Also provided is a picnic area with a couple grills, and even a grassy, fenced in dog area! They appreciate their RV customers!!
