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:04/21/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As dictated to Dispute Resolution Coordinator at the BBB:  I strongly disagree with the business response.  I feel like they should replace the injection pump for my truck.  It was a valuable item that got lost.  It was $1400 and under warranty.  I don't think they shipped the correct item to the manufacturer.  The manufacturer did not receive my pump that was shipped via UPS.  The package was not insured.  The business should have insurance to cover my pump.  I'm willing to forego a refund of the labor because I did get my truck back, but I feel I should be refunded for the pump.  I feel like the business stole my pump. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 04/30/2025

  To whom it may concern: if regarding a ***** ******* with a 1998 Ram 12v Diesel then yes We hate this situation for the customer however this is beyond our control and in no way our fault. Customer brought to us on 2/10/25 with a complaint of no power. Customer had installed his own new VP Pump and it is now on its second new VP since coming here, however during our discovery we found codes for injection pump timing. Remove injection pump gear nut to inspect and found Woodruff key missing allowing injection pump gear to spin independent from injection pump therefore not allowing it to be in time properly. We attempted to install a new key and retime it but too much damage has occurred. So we removed the pump for a second time to send in to "Vendor" warranty department. We packaged very neatly and securely with bubble wrap and necessary protection (we take no risks) & shipped via USPS on 2/28/25 with all proper documentation and weighing 17lbs 11.4oz exactly as seen in the attachment above. On 3/4/25 TBred warranty reached out saying the box was mangled, retaped, and full of shampoo bottles (obviously not weighing almost 18lbs) and they attached pictures. see pics. We did all we could to help between USPS and "Vendor" but not getting any help. Customer then brought us an unknown used VP not sure if matching truck or not. Installed that pump (now being 3 times) and could not get fuel to pump out of 2 lines, tried all we could but no luck and not getting further. Advised customer and he decided to take it for now until figuring out what he wants to do. As far as customer invoice he was charged very fairly for the amount of work done ($770) for Diag, Some parts, Removing and installing a total of 3 times (a job that calls for 4 hrs each time), and dealing with the shipping/warranty issue and losing our shipping money as well. We do hate this all around for the customer but this is beyond our control. We went above and beyond. Best of wishes. 

  Business Response

  Date: 05/09/2025

  I am rejecting your response to our response. I strongly disagree with you assuming we did not ship it or stole it, as I have included plenty of proof in our last response. We have no use or need for a bad pump that was installed incorrectly by customer the first time. Again we have strong documentation of everything on our end. Not much more I can do to help make this any clearer. We also did not purchase the pump so we are not required to apply any insurance or warranty on it. And we have a great relationship with Thoroughbred where the customer purchased the pump and we would not have wasted ours/or their time calling them to help the customer (they did not want to warranty again cause customer isn't installing correctly but they try to help us) in which they provided shipping information for us. The packaging they unveiled was not our packaging, I am not responsible for what happens during shipping or in the warehouse. We also would never put shampoo bottles in a package for any reason. We are a reputable professional shop despite your circumstances we were more than helpful with your entire situation. We went above and beyond to help settle this and spent alot more time than the customer paid for. Again calling us thieves does not help the case and is completely false. So good luck to you. 

• Initial Complaint

  Date:01/31/2024

  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 paid The Diesel Lab to replace lifters, camshaft, oil pump, pick up tube, and gaskets as well. The business also stated they would change out main bearings as well. They quoted the job taking about 2 weeks but they had my truck for 10 months. I paid for the service and it failed on my way home. They warranted the work but told me it was something else which I paid again for. It failed again a few days later. They then kept the truck for 3 more months stating they couldn’t get to it yet after I had already paid. Upon getting the truck back the final time, it failed a week later and the owner then stated warranty wouldn’t want to cover it again. He no longer answers my calls or texts and has never replied nor attempted to fix the situation.

  Business Response

  Date: 02/16/2024

  We did everything we could to resolve this matter. However some of the information is incorrect. First thing is accurately describing timeframe as it was not 10 months straight. Secondly there are missing facts of description. Thirdly, the first time we repaired it is lasted a few months before failure in which when **** * returned we warrantied it out. When customer first arrived the truck had already been making lifter noise for quite awhile and once torn down visual failure of collapsed lifters. We use high quality parts from reputable sources and can prove it. The fact that these high quality parts "keep failing" is quite odd, so when we did more investigating we found some other components that may have been causing premature failure but the parts themselves failing twice is highly unlikely and more likely to be caused by some other internal damage that may require machine shop to see. After installing the camshaft and lifters etc the final time customer then drove for awhile with no known issues until he took the truck to Transmission Shop to have transmission worked on then right after trans completed it had some more engine noise, this time a different noise than we have ever heard as if a "stuck" lifter in the head in which means could have other issues. I was very communicative with the customer & I advised customer that there may be something more going on that may not be under warranty, I was very descriptive with the customer with every text message still on file and the last I had heard was 10/2/23 in which I was the last person to message with no response afterwards. And finally the amount the customer claims $6800 doesnt match what I have on file that has been paid. Again I was the last person to reach out to customer with no response and I cannot help without having the truck here or a protocol to follow. We dont want to just keep warranting out parts, we need to find the source of what is causing these to fail prematurely.