Velocity Truck Centers - Chandler

My 2015 motorhome had an external coolant leak. They diagnosed it as a blown head gasket and repaired it. Because it was just outside of warranty, Cummins chipped in for half of the repair.
Skip ahead to now, we’ve had a coolant leak that couldn’t be pinned down this last year. Finally took it to Cummins and they said the head wasn’t torqued down properly when the head gasket was repaired, causing a coolant leak. This leak either caused about 25k worth of needed repairs or they missed a ton of problems (warped cylinder head, broken camshaft, cylinder liners, etc.) which could have been done under warranty. These guys costs me 25k and endless troubles.
Additionally the records show that the crankcase ventilation kit was changed. When I took the RV into another shop they told me it needed to be changed and had never been changed out. Do not take your RV there.

Bad customer service nobody answers phone you have to drive to the location to even order parts

This place.lol. This place is HORRIBLE. From the shrewd females to the inept mechanics, im so surprised that Freightliner Inc.allows this place to operate with such gross negligence and im sure complaints. I was warned by other drivers not to go there, but my truck was only 3 miles away, and they pull your truck in very quickly. And THAT'S where it ends, the quality. After 5 days, 4k, problem wasn't solved. Told me it was, I couldn't even drive it off the lot. After 1 more week, another 3k, pick up the truck and drive 85 miles before the problem reoccurs. Make it to Tucson dealership, and THEY tell me instantly what the problem is!

Don’t come here guys! I was here just for DEF diagnostic and they made me wait 6 hours to tell that they another 6 hours to finish diagnostic

These guys are awesome! I needed a exost pipe for my motorhome and they were able to order it in and has it available the next day! Wow! Thanks guys!
Great people!
Great service!
Clean shop!
Fast friendly!
If you need anything for your fraightliner these guys are the place to go!

I had my truck in here for a week for a simple part. I was lied to on multiple occasions by the service desk person Deanna. I Was lied to about the amount several times and until I spoke with the service manager the bill was 2400 and went to 1700. I understand that Velocity has this area locked down. I'm not sure if they are all the same way but this shop is a joke. The worst I have ever seen in my 14 years as a truck driver and 3 years as an owner operator. If you can go somewhere else do just that.

***Avoid at all costs. My truck has been there for about a week and a half now. Tractor needs steering alignment and needs new driver seat (apparently). I dropped my tractor off there Thursday; Friday they said the mechanic who does steering alignments won't be in until Monday. Monday they said they have to order a part. The part did not arrive until Friday, I called Friday and they say it'll have to be Monday when they fix it. It is now Monday and now they're saying they have to order another part. I can't cancel all repairs because now it's a safety issue so they must compete the repairs. All the while my company takes hours to reply to messages and calls about approving another hotel stay and the hotel staff are constantly calling me saying they need to know if I'm extending the stay or not and I can't answer their question because my company won't respond. I am absolutely done.

Edit: It is now Wednesday, almost 2 weeks later and Truck is now ready but only bc my company didn't want to wait another week for another part for the driver seat to be shipped here.

One of the worst services I have ever seen.
Don’t ever come even close to that service. People are so rude. My truck’s been sitting there for 5 days and they didn’t even look at it.
When I wanted to take my truck to other shop, it took them some time to even give me an invoice. So poorly managed and the worst service shop in the states.

We've had 3 major breakdowns since December. So when we got there and they started telling us things that we had just fixed (at other freightliner dealerships) needed repairs, we knew we would be there for awhile. Luckily for us, Dee and Zach at the front desk went above and beyond for us. Great customer service. The mechanic Beau was outstanding. Truck runs great now. We were even able to save a little money on the labor. Thanks Dee!

We would recommend this location to anyone. If we ever need anything done and are in the area, we will definitely be back.

Valarie in the RV service department even made a fresh pot of coffee for my husband. Thank you for that

On two separate occasions, we received the worst customer service experiences here despite the constant effort to hold their hands to ensure the work was executed properly and on deadline. We dropped off a running semi and we were left stranded with a non running semi to pick up after they failed record intake information properly. I do not recommend doing any type of business with them.

Lady in there couldn’t get me a turn signal flasher… because there wasn’t a part number on the flasher… literally is a universal part 2 prong connector went to napa and got it my self… please don’t hire incompetent people.

Disappointing is the level I would start with when describing customer service here, and it all goes downhill from there. Advice: if you drop off your truck for service after hours, make sure to call the service department in the morning and every 2 hours until 3 days later when they decide to actually touch it, all while claiming to not know anything about your truck that is sitting in their yard. Just because your company called them the day before, set up an appointment, provided a PO# and came by after hours, dropped off the keys in the envelope provided, completely filled out with your contact info, and put that into the “after hours drop box” does not mean they will do anything to your truck. Trust me, they will not.
So, four days later on my week off, I have to babysit and handhold everything regarding simple customer service.
Now I understand why I was specifically told not to go to the Tolleson shop because apparently this level of service also happens there. To be brutally honest, this is why Freightliner has the poor reputation it has earned.
So, customer service, speed, and anyone concerned about the quality are non-existent for Freightliner repair in the metro Phoenix, AZ area. Sadly, it's about what I expected. Hopefully and with some luck I might get my truck back 4 days from now when I except to leave. Of course, I expect to have to call them a few more times to motivate the shop to do the job. Great vacation.

I run a mobile repair service called everywhere Auto repair and I don't deal with this dealership anymore because I once sat outside waiting for a customer to get a part from here for like two and a half hours. Every time I call it's difficult to get anyone on the phone. Every time I've dealt with these people, it has taken hours and hours no matter what I needed done. I don't work on freightliners anymore because dealer support is too poor in the valley. Good job velocity. And this goes for both locations by the way.

There were 2 ladies and a guy when I 1st came in. One of the ladies gave me a hard time picking up our company truck. I had a shirt on that matched the truck that was sitting outside of the window. My boss said he sent over several emails stating someone would be picking up the truck today, but no one knew anything about it when I arrived. I saw the guy step out to help a customer while I was outside but Valerie and the other girl disappeared while I was outside, as you can see from the picture. I hope I'm never sent to this location again. The customer service displayed by the two ladies was not pleasant. I have been looking around at trucks, I'll make sure not to look here. The guy was helpful. He picked the star rating up one, other then that it would've been rated a 1 star.

I go there for supplies for work. They almost always have what we need!
They can be slow though. So, expect to spend some time and feel free to relax in their comfortable driver's lounge if needed!

Bob in parts was so helpful in getting me what I was looking for and the follow up was like no other. Thank you Bob!

They usually have the parts I need but rarely do they get orders right. Very inconsistent. Wish there was another option

Terrible. Find a different place at all cost. They also don't work on deleted truck. They will take your money and then tell you afterwards. Then when the truck dies, they won't help at all.