Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my pickup truck to National Foundation to have the rear axle rebuilt. They agreed to retain and furnish to me all original parts that were replaced. This was to help me verify that the work was done as it's virtually impossible to confirm it with the original parts in hand.When the job was finished, they refused to furnish any original parts, making three different excuses within a five minute discussion why they didn't do so.Even though I paid to have all parts replaced, I strongly suspect most, if not all, of the parts are still in the rear axle, that they did only what was necessary to return the axle to a condition adequate to get me out of their business.There is absolutely no solid reason to refuse giving me the original parts unless deception was the plan.

  Business Response

  Date: 04/24/2025

  I had previously replied to Mr. ********* concern in ****** reviews, which is summarized below.

  Customers rarely ask to see the used parts; thus, it is our standard operating procedure to dispose of used parts immediately.  Our office manager forgot to mention to the rebuilders to save the parts, as asked by Mr. ******* when the car was dropped off, therefore they were thrown in the dumpster in line with our standard operating procedures. 

  When Mr. ******* returned, our office manager informed him the parts had been mistakenly thrown away and offered to show Mr. ******* the receipts for the new parts used which correspond to his VIN.  We would also have opened the differential to show him the new parts used, including the ring and pinion, which was whining and slipping when he brought the vehicle in.

  I offered to discuss these concerns with Mr. ******** and he baselessly and falsely accused our company of deception. There was no issue with the differential when Mr. ******* left National Differential or is there now.  If the parts had not been replaced, the differential would have failed to perform as expected.  Further, the differential has a 3-year warranty.

  Mr. ******* is incorrect in his assessment and false accusations. We ordered and used new parts to rebuild his differential which took about 9 labor hours.  Mr. ******* was also charged what he was quoted.

  We continue to make every effort to prove to Mr. ******* that we did the job correctly as expected.  I am happy to discuss his concern and show receipts for new parts used to repair his differential.  If ********** would like; we will help arrange a local installer to take the cover off his differential to show him new parts that were used.

  We are fortunate to have many satisfied and repeat customers. Going forward, if a customer asks us to show them/keep the parts from their differential prior to remanufacturing, we will require it in writing, for our production team to note the request.
  

  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23244250
  
  I am rejecting this response because:

  You admit that I did ask for the parts, but did not comply.

  You did not offer to remove the differential cover so I could get a view of the interior.  I would have accepted if you had indeed offer to do so.

  Your response contains multiple excuses, some of which are different than the excuses given me previously. That tells me that your truth is a moving target, that you're not actually trustworthy, something I look for and value greatly.

  Knowing what I know about you now, I'd never have brought my truck to you. I drove ***** miles twice to get my truck to you and now I have no idea what you're done to my truck. I use it with an ear tuned to my differential, wondering constantly if it's going to give out on me, far from home.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 14, 2023, I purchased a rear end from this company. When I received this rear end, it was the completely wrong one. I had to take this 500-pound rear end to a commercial location to return it so that I could get the correct one. Once I received the correct one, I had the rear end installed and everything seemed to be okay. On November 25, 2024, I noticed there was fluid leaking around the rear pinion seal. I called National Differential and they instructed me to take it to a certified dealership to get it inspected. On November 27, 2024, I took my truck to the shop. The dealership looked at my truck the same day and said the nut was over-torqued. The dealership needed to open the rear end up and see the issue. When they opened the rear end up, they did not find a pinion crush washer. The dealership requested that the pinion races and bearing be replaced due to it not being in there and having driven without one for over a year. National Differential told them to go ahead with the repairs and they will get them paid. The dealership ended up needing additional parts to finish the repair correctly. The dealership then called National Differential to explain what was required but when on the call, ****** kept hanging up on the service advisor. They went on with all the needed repairs and sent the final invoice to **. ** refused to pay for the full repairs. Only $700 out of $1748 is what they paid. ND was extremely inconsiderate for something that they caused. ** said that the dealership was lying about what needed to be done and why would they do that? Makes no sense. There was an incredible amount of back and forth between all 3 parties that is not able to be transcribed.

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a custom built differential. INVOICE 1357 INVOICE Printed Date: 09/05/2024 TWISTED ********************* ******* ***** ********************************************** Home ************ 2009 Chevrolet - TrailBlazer - 6L, V8 (364CI) VIN(H)Lic # :Odometer In : 0 I paid to have old removed and new installed. I paid taxes and shipping costs. I paid the full labor ******** that something is wrong with the differential. National differential is only agreeing to send out new deferential and payment of 50.00$ an hour for labor up to 10 1/2 hours. and this is not the the full labor cost that I have already paid for removing and installing. They expect me to make up the rest of the ****** an hour for labor cost. Which is completely ridiculous and unfair because I just paid the labor cost and Because there is something wrong with the differential I have to pay twice the labor costs when something is clearly not my fault. I want National Differential to pay the full cost of the labor. not part of labor costs . Its like double jeopardy Im paying for something twice for something that is clearly out of my control and I never even got a copy of the warranty for the differential. The full cost of labor is a ****** an hour for a total of 12 hours that is what Im getting charged from the Shop removing and installing. Please help me get the full labor costs. I shouldnt have to pay twice when something is clearly wrong with the differential they sent to my Shop

  Business Response

  Date: 11/11/2024

  [[BBB transcription via phone call]]

   

  The business has stated this matter has been resolved.