Rush Truck Service Center review: Replacement of stolen dpf filter

On 9/20/2021, the exhaust components between the resonator and the catalytic converter were stolen from my 2018 International (4400) Box truck.

On 9/22/2021 we had the unit towed to Rush Truck Center for replacement/repair.

On 9/27/2021we were finally given an estimate of $5,411.72 to repair. They estimated the repair would be completed on 9/29/2021.

We received several notifications of part delays for the next two weeks.

On 10/11/20/2021 we received a revised estimate of $5,860.73 with a revised completion date of 10/14/2021.

On 10/12/2021, we were sent what we thought was another copy of the 10/11/2021 estimate asking for authorization to proceed. We gave them authorization, not realizing that the estimate had been revised to $17,574.52.

We received several notifications of parts delays for the next two months.

On 12/6/2021, we were advised that the unit was ready to be picked up. We were presented with a bill for $15,742 which was nearly 3 times the original estimate. We paid that bill and picked the truck up.

Odometer reading was 93,729. We ordered product and stocked the truck to put into service.

On 12/14/2021 the engine alarmed as an emissions system failure and the truck shut down in Spanish Fork, UT. The truck was towed back to Rush at our expense that day.

We waited two weeks for service.

On 12/28/2021, we were advised that the unit had a coolant leak with an estimate of $2,267.35 to replace a gasket. I should mention that the unit had never leaked a drop of coolant before repairs. We reluctantly authorized the repair, not really believing that a coolant leak would cause emissions codes. The truck was promised on Jan 5.

On 1/10/2022, we were advised that the repair was completed at a cost of $2,110.55. We picked the truck up and again prepared it to go into service.

We put the truck back into service on 1/17/22 doing just city stores. We had several issues including smoke coming from under the cab which we reported to Rush. We were advised that was normal as the new parts were coated with oil.

On 1/20/22, we finally felt confident enough to send the unit to Utah County. Again the engine alarmed as an emissions system failure and the truck shut down. Once again it was towed to Rush at our expense.

On 1/25/22 we were advised that combustion had been found in the coolant because of an EGR cooler issue. We were given an estimate of $2,960.43 to replace and a completion date of 1/28/2022.

On 1/28/22 we picked the unit up. The bill was $2,958.96.

If Rush Truck Center is not capable of repairing emissions systems competently, they should advise International and refer that work to a qualified shop. Despite these secondary problems being obviously the result of the original repair not being done correctly, the Service Manager advised my insurance company that the secondary repairs were not related to the theft and repair.