Despite relatively easy reporting and repair or replacement of a defective vehicle or part at no cost, some truck fleets delay reporting and fixing defects to avoid lost revenue from sidelined equipment.
The U.S. National Highway Traffic Safety Administration (NHTSA) depends on truck fleets to report a dangerous vehicle manufacturing or design defect, so that it can investigate and issue a recall if necessary. However, while about 235 million vehicles in the U.S. generate about 45,000 complaints a year to NHTSA, 9 million trucks only generate 600 calls.
NHTSA Makes Reporting Truck Defects Easier
In an effort to streamline the reporting process, NHTSA offers four ways carriers can report a problem.
The Vehicle Safety Hotline can be reached at 888-327-4236 from anywhere in the United States, including the Virgin Islands and Puerto Rico, where representatives are on duty from 8 a.m. to 10 p.m. EST Monday through Friday.
A letter can be sent describing the problem with a phone number, so the person reporting can be reached for more information. NHTSA can also send a postage-paid complaint form to provide information about the complaint. Carriers can call 888-327-4236 to obtain the form.
All correspondence can be sent to:
NHTSA Office of Defects Investigation (NEF-100) West Building 1200 New Jersey Avenue S.E. Washington, DC 20590
Electronically report a problem by visiting www.safertruck.gov.
Fax a letter or complaint form to: 202-366-1767.
NHTSA’s Investigative Recall Process
After NHTSA receives a certain number of complaints on any specific line of vehicles, tires or equipment that has a potential for causing a risk to safety, it opens an investigation. During that investigation, investigators perform a detailed technical analysis of the issue using all available information.
The investigation includes, but is not limited to, service bulletins, consumer complaints, warranty claims, crash and injury data, part sales, inspections, tests, surveys and other documents prepared by the manufacturers.
NHTSA’s investigative process consists of:
- A review of customer complaints
- An analysis of any petitions calling for defect investigations and/or reviews of safety-related recalls
- The investigation of alleged safety defects
- An investigation into the effectiveness of safety recalls
If NHTSA’s analysis of the data indicates a safety defect exists, the manufacturer must fix it at no charge to the vehicle’s owner. A potential problem can be anything related to electronics or mechanical equipment. A recall may also be issued when a vehicle is not in compliance with a motor vehicle safety standard.