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Business Profile

Diesel Engines

Heavy Duty Kits (H.D. Kits)
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Heavy Duty Kits (H.D. Kits)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Heavy Duty Kits (H.D. Kits) has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased online 12/4/2023. Description online says it's a kit, turbocharger actuator. The description online shows a box. When we received the product 12/6/2023 it was gaskets for this part. I called the business and told them of their wordage online was not correct, and that it says "free 3 day shipping" and we paid shipping. The gentleman said their was nothing he can do about the online description, and to return the part we would have to take a 25% loss. He also said we would not get a refund for shipping....simply stating " we shipped it to you" all we were asking for was a refund. We even inquired on the actual part we need thinking maybe an exchange. They do not carry the part we need. I believe the online description is incorrect, and labeling "free 3 day shipping" is false advertisement. Thank you for you time.

      Business Response

      Date: 12/08/2023

      We do not have false advertisement on our website it does say free shipping but upon checkout you must select free shipping if you do not do this it will not give it to you.  In good faith once the customer sends us back the kit we will give him a full refund of his shipping minus the 25% restocking fee on the item.  It clearly states on our website that we charge a restocking fee on all returns unless it was an error on our part. What was ordered clearly states online he was receiving a turbocharger kit for the actuator, we have sold this kit several times and never had issues with the description online.  

      We will be glad to issue a refund as long as the customer sends back the part in the condition it was received minus the 25% restocking fee.

      Here is the link to our website for returns and refunds:

       **********************************************************************************

      Thank you.

    • Initial Complaint

      Date:05/04/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased a platinum inframe kit for a Cummins isx in April of 2022. Parts took until August to completely arrive once everything was finally received the work on the engine began one cam shaft was bent during shipping but was not realized until it was time to install that issue has still not been resolved. Once the truck was completed and operational 8/30/22 around February 2023 noticed the truck was using coolant inspected and found the head to be cracked. Have tried numerous times to get info to resolve this matter but keep getting told we will get back with you. Had to purchase a new head to keep in business could not stay waiting on them. To this day still waiting for a response. Thank you

      Business Response

      Date: 07/07/2023

      Our salesman has been in contact with this customer since May 21st, which was when initial contact happened with the issue.  

      He sent images of the damaged product on May 31st.

      Sent back the product to us on June 16th then we dropped it off to the original vendor on June 19th.

      Vendor is currently reviewing the status of the part and the warranty department is still working on it.

       

      see attachments

      Customer Answer

      Date: 07/11/2023

       
      Complaint: 20020067

      I am rejecting this response because:
      I had originally sent the photos march 20th and march 29th again. Also was not contacted by the salesperson until after I filed the complaint. Sine then yes they confirmed the parts were at the manufacture awaiting their inspection. Hopefully they can resolve this soon. 
      Sincerely,

      *************************

      Business Response

      Date: 07/14/2023

      We apologize that this has escalated to this point.  As we said in our previous statement the issue is currently being resolved and awaiting to hear back from the vendor.  This is something that does take time as they need to inspect the part since it is under warranty.  We want nothing more than to fix this issue with the customer and hopefully have this resolved before you know it.

      Customer Answer

      Date: 07/21/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *************************

    Heavy Duty Kits (H.D. Kits) is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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