Cumberland Truck Equipment Co at 889 East Main Street, Ephrata, Pennsylvania.

Edited 2/23 Update:

Spoke with the Director of Ops Doug Stauffer. After he spoke with his staff he called me back and got just about every point wrong.

1. They “worked me in.” No, when I made the appointment they forgot to put me on the schedule and had no choice but to work me in.

2. They made patently false assumptions about what I was unhappy about. What they though I was upset over was what I had zero complaints about.

3. Although they made adjustments to the invoice they never once expressed remorse over not having a procedure in place that when work exceeds estimates to call the customer.

4. He incorrectly assumed I was asking him to fire people. All I said was people who treated customers like I was treated would never work for me.

5. He said in his 20+ years in commercial trucking he never saw such a critical review over $1,700. Therein lies the problem . . . the trucking industry’s standards are so low it can’t even trip over them.

Needless to say I suggested to agree we would never agree, and I’ve found other vendors. The ball was in their hands and they fumbled at the goal line. C’est la vie.

Original Posting:
Recently I became an owner operator and bought my first truck, a 2014 Volvo 780 VNL. Although I didn't buy the truck at this dealer I chose them based on location to my home and a visit to their shop.

Without going into explicit details about why I'm unsatisfied, suffice to say the work was not performed to my expectations, I was overbilled and when I called to discuss the situation and a follow up issue with the service manager Dale, he became arrogant and argumentative. He needs to understand that when the customer is speaking he should listen. That's why God gives us two ears and only one mouth. Dale only listens to a point where he thinks he's heard what he needs to hear, or he is already formulating his own response before the customer is done speaking. Either way he is the wrong person to have on the front line with ANY customer. People don't care how much you know until they know how much you care.

The biggest flaw I see in the trucking industry is that there is little respect for drivers. I'm a former corporate VP and I fired plenty of mid-level managers the poorly learned behavior demonstrated by Dale over than any other.

My first year budget for repairs and maintenance is $20,000, and my intent was to spend as much locally as possible. Rest assured, that business is now going elsewhere.

Before writing any critical review I provide ample opportunity with a vendor to resolve my complaint. Cumberland Truck didn't only fail miserably, they failed MONUMENTALLY! If it was possible to award zero stars I would.