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Business Profile

Producers

Cummins

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cummins's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 6 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/31/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 own a 2017 ****** Titan XD with a 5.0 Cummins engine installed in vehicle. the engine has 150k miles and most diesels get around 300k miles. i was driving vehicle down the interstate around 70 mph when engine started running rough and smoking from under vehicle due to valve cover bolts backing out and causing a major oil leak. vehicle has 0 psi in cylinder # 3 when spec is around 280PSI. contacted Cummins for a solution, and was told there's nothing they could do to help. I've done a lot of research and this engine has multiple issues and complains with valve cover bolts backing out is one of those issues. I feel like the engine has many flaws and would assistance with the vehicle repair.

      Customer Answer

      Date: 02/01/2024

      Conversation with other ****** Master tech that have seen this issue

      Customer Answer

      Date: 02/21/2024

      Piston cracked

    • Initial Complaint

      Date:01/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We had a 13kw generator installed it didn't even last a month over 2 months later we still have nothing we have been living without and have lost tens of thousands of dollars. They keep throwing parts at it and nothing, they have replaced most of it I don't know why they don't replace the whole thing. They don't seem too care about us or our issue there life goes on.

    • Initial Complaint

      Date:11/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 July 2023 I Bought a brand new RV with a brand new generator, after three hours of use it stopped working and it wont start. I have taken it to 2 different Cummins dealerships and they have kept it for over 8 weeks and cant even figure out what the issue is. Im seeking replacement of this generator as Cummins is not paying my fuel, hotel, campground and missing work expenses trying to get this issue repaired. Terrible equipment.

    • Initial Complaint

      Date:09/18/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      Our camper toilet was broke and had to be replace while the old toilet was take out the person did damaged to our black water holding tank which he should be paying for a new one.

    • Initial Complaint

      Date:08/24/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 semi truck to Cummins for a low oil pressure diagnostic. After one week they told me that I needed a new engine wiring harness, which can be installed for additional charges. Otherwise, they cannot continue diagnosing my truck. That cost me $900. When I started my truck, the check engine light was ON with three error codes, and the cooling fan working all the time, I did not have this problem when I dropped my truck at Cummins, I paid them to break my truck! Right after another mechanic fixed all they had done for $834. Conclusion: I asked to troubleshoot low oil pressure, but received more problems, and still have oil pressure issues. By the way, another mechanic said my engine wiring harness is not too bad. I have everything on the invoice.

    • Initial Complaint

      Date:06/22/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a Cummins "Residential Standby Extended Warranty #***" for my new Cummins generator. I now need warranty work done and Cummins will not service the unit until a new Sales and Service agreement or credit card payment pre-authorization is completed. This is not a requirement stated in the extended warranty policy #***.I have requested Cummins customer supervisor ******* to provide documentation showing the extended warranty #*** policy is not valid unless a Sales and Service agreement is in effect, Cummins has not been able to supply this documentation. I want Cummins to honor the "Residential Standby Extended Warranty #***"

    • Initial Complaint

      Date:05/18/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 generator for my home in ** years ago and it has been serviced by the Cummins Outfit in the Miami area. It stopped working and they are not fixing it. They ignore emails, they no longer answer phone calls, and they will not discuss a solution. The main company in ******* is just as useless. Their leadership is unreachable and their level of customer service is beyond dismal and parallel to their local outfit. I am basically stuck with a giant expensive paperweight in my backyard. BUYER BEWARE - Their level of customer support reached rock bottom and shows signs of starting to dig.

    • Initial Complaint

      Date:01/17/2023

      Type:Product Issues
      Status:
      Unanswered
      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 brand new 2020 Pleasureway Ontour 2.0 ** in May 2020. It came with a new Cummins Onon gasoline generator ****************************************************** April 2021, in a routine checkup, this generator failed to startup. At that time, the generator had only **** hour runtime. At Cummins ************** in Surrey, Cummins replaced Ignition Coil, Thermal Element, Carburetor, etc. (a total of $2,878). Since the work was covered under a 3-year warranty, I didn't pay. However, in December 2022, the generator failed to startup again. It had only 2 hours runtime. I brought the ** back to Cummins Centre. I was told that there were "Sparks flying under the generator" and the generator needed a major repair. I might have to pay for the repair, about $1,100. As an experienced engineer, I relegalized it was a fire hazard for the generator and the **. I agreed the work. Later, I was told that the Ignition Coil, which was put in the previous repair by Cummins, caused the sparks and needed to be replaced again. With only **** runtime on the Ignition Coil and under the 3-year warranty, I refused to pay. However, *****************************, General Manager, insisted that the in the 3rd year of the 3-year warranty, Cummins only covered "Major Parts" of the generator. In the end, I paid $1,707 to have my ** back. After this expensive repair, the generator is still running very rough. The Ignition Coil (and other parts) of the generator has been replaced twice with only a total of 2 hours runtime and caused "sparks flying around a gasoline engine". It is unfair for consumers to pay for a faulty/dangerous part. I'd like to ask your helps to investigate and resolve this unethical and unfair business practice of Cummins Western Canada. If you need any more information, please feel free to contact me. Many thanks in advance. *************, **************

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 21 July 2022, I took my 2016 Newmar Dutch Star Class A motorhome with approximately ****** miles on it to an appt at this Cummins shop. As a result of this visit, I ended up having to have an in-frame rebuild resulting from a cracked head. During the course of this repair, a technician failed to install the oil return line in the turbo and the drain opening was left plugged. This resulted in engine knock and oil being forced into the intake and exhaust through the turbo. The tech admitted to the mistake and another tech recommended that the air dryer be changed but the service manager (***********************) refused. We spent $26,123.33 for these repairs. In addition, I was asked to drive the coach out of the shop after being told that I was not allowed on the shop floor due to safety regulations. While being guided by a technician while pulling out of the shop, there was so much smoke coming out of the exhaust that I could not see behind and to the side of the coach. I turned when he directed and ended up scraping the back of the coach on the doorway. When I told them I would be requesting reimbursement for this damage (********), they told me I was not supposed to be in the shop; yet they requested that I move the coach. We left *** on 26 Aug and made it about 140 miles when we got an ECM code on our dash. We did not want to go back to the shop that caused the issue in the first place, so we went to another shop in ********* ********. They fixed the damage related to the components being flooded with oil: the *** sensors, the air dryer, the **** DPF and DOC were replaced. The *** shop also put pure glycol in the coolant system which required us to have the system flushed and the correct coolant used. (had the coolant tested after the work in *** was complete). All the additional work resulted in an additional $19,766.22 outlay. The body work cannot be done until March of 2023. We sent a certified letter to Cummins as well as emails, but we have received no response.

    • Initial Complaint

      Date:12/13/2022

      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.
      I bought a new generator from Cummins thinking being a good supplier. Received the generator added ********** charged the battery the generator WILL NOT START, called Cummins and they told me to take it 20 miles to a service center, I called the service center and they advised me that they didnt want any more (generators from Cummins) because they have 6 of them now and cant get parts or authorization to repair them, (and have had them for over 6 months)

      Business Response

      Date: 01/06/2023

      **************,

      The email is in response to your 12/13/22 letter regarding a complaint filed by ***************. ********** reached out to our ************* line on November 7, 2022, to inquire about purchasing a Cummins generator. At that time, he was given the Cummins Parts Online contact information. ********** reached out to ************* again a few hours later with a question regarding the idle speed of the generator. He was informed that the generator always runs at full speed and would not idle down. On November 15, 2022, ********** called a third time stating that the newly purchased generator would not start out of the box. ************* directed him to two ********************** dealers for assistance. ********** was directed to take the generator to the closest Distributor should the dealers be unable to assist. This is the standard process for units that have had oil and gas added to them. Should ********** opt to return the generator for a refund, he will need to drop it off at the nearest Cummins Distributor.

      Hopefully, this response will provide direction for ***********

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

      she/her/hers
      Corporate Litigation Paralegal
      Cummins Inc.
      ******************************************************************************************** 46204

      Customer Answer

      Date: 01/13/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

      [Provide details of why you are not satisfied with this resolution.]

      I have made contact with the vendor that Cummins told me to, they stated the have 7 units from the same manufacturer (Cummins) in their shop now and can NOT get authorization to repair them, therefore they are not taking anymore generators built by Cummins ! 

      I guess just close this case out, and it was a $1,500. Learning ****** to me. ??

      Hopefully other people will find out about my and others experience with Cummins !  And NOT BUY THEIR PRODUCTS !

       

      Regards,

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


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