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:09/26/2024

  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 purchased a set of injectors through them on 10-3-23 and paid $7,227 for them. I have only had them installed in the truck for less than a year by the time they started to have issues 7-20-24. I talked to them on the phone and questioned the injector being the cause of my problems and they told me its very unlikely that its their products issue. 9-9-24 I mailed them back the injectors to have them look at them and see if they are warranty issue. *** ****** called me and told me that one was destroyed and that they were no longer warrantied because of a part thats been installed for years now. They are telling me its going to be $2,000 dollars to fix them and the warranty is void. The part that they said voids the warranty I asked about when I purchased the injectors if I would cause a warranty issues down the road. I asked a ton of question about what voids the warranty and no where was this mentioned by several different people I spoke to at Exergy. *** has been extremely rude the couple times I have been on the phone with him and now will only deal with him through email. I just want this to be made correct because Im now not only in to these for the cost of the original purchase price but also the cost to ship them back of $68 dollars and whatever it cost if I have to pay to get them back and for cost of repair.

  

  Business Response

  Date: 09/27/2024

  To Whom It May Concern: 

  I am writing to acknowledge that we have received this complaint, and we are looking into it.

  Please note that **** ******* is on vacation till 10/7.  Consequently, I will be handling this response.  Please send further emails to:

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

  Thank You,

  ***** *.

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22343706
  
  I am rejecting this response because the response did not solve my complaint and havent heard anything back from them yet. I would like to have a better response. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 10/01/2024

  To Whom It May Concern:

  Unfortunately, this complaint was received at a very busy time and I'm finally able to respond.  Thank you for your patience.

  I've reviewed the parts related to this case as well as all of the written correspondence and talked to the salesperson "***".  Some observations:

  1. In our collective opinion, Exergy is not at fault for this failed injector.

  2. Debris clearly ran through this injector and was a contributing factor to the failure.  The debris worked its way out of the injector prior to arrival at Exergy.  Consequently, there is no way to determine where it came from.  It can not be proven that it was, or was not, due to the rail plug.  This is only one possible explanation.  We can provide more information in this regard, if needed.

  3. We can not prove that the customer did, or did not, talk to someone here at Exergy at the time of purchase in regard to a rail plug being acceptable per our warranty policy.  We can say that Exergy has never recommended the use of rail plugs.  Actually, it is strongly discouraged.  Our recommended method of operating with a rail pressure that is higher than stock is to install an over pressure valve set for 200 bar higher than the peak rail pressure in the tune.

  4. To correct/fix this failure we offered $1,993.31 of parts and services at our standard pricing for $651.14 to help the customer out of this situation.  The customer has refused this offer.  We can send proof of the written correspondence in this regard, if needed.

  We do not believe this failure is due to the fault of Exergy.  However, we cannot prove that it is not.  We also doubt that we would have verbally "waived" our position on rail plugs, especially relative to warranty coverage.  In an effort to resolve this issue (that has turned into a case of "finger pointing" back and forth) we offer the following:

  Exergy will teardown, inspect for debris/damage, reassemble and balance the 7 injectors and replace the damaged injector free of charge.  The customer will need to purchase and install a relief valve that is appropriate for his application.  To determine this, we will need to know what the peak pressure is set for in this application, Once we know the peak injection pressure in the tune we can determine the cost for this valve.  The price is determined by the setting.  Our pricing for various LBZ over pressure valve settings can be found at ************************************.  Just let us know which one is needed and we can provide a cost.

  Since we can not prove the source of the debris, and we are taking on the cost for this case, should there be another case of debris failure with this set we will gladly do what we can to help, but the cost of the repairs will be on the customer.

  FWIW - We have not had a case like this before.  We'll make changes to our warranty write-up to call this out specifically.  Our concern is that if we have to spell out this item, there are many many more that in theory should also be called out making the whole policy burdensome to read and it intimidating to buy from us.  We would rather not go down this path.

  Please let us know if at this time we should reach out to the customer, or if the ******************** will be in communication with him in this regard.  If these actions and terms are agreeable, we will complete the work.

  If anyone has any further questions, please feel free to reach out to me directly at ***************************************** or ************.  Being an engineer, my first instinct was to make this response much longer with a lot more data and pictures.  However, I opted to keep it relatively simple.  Consequently, if anyone wants more info, no problem, just ask.

  Thank you.

  ***** ******* - President

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22343706
  
  I am rejecting this response because I have not received anything from the company themself. The only thing Ive received is from bbb. I would like a response from ***** the president, I would like to not receive any messages from the other person Ive had previous contact with. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 10/10/2024

  To Whom It May Concern:

  I'm just writing to acknowledge our receipt of the recent response from the customer requesting that we speak directly to him.  I called the BBB this morning to verify it was OK to contact the customer directly in this process.  Our representative assumed me that was acceptable.  I then tried to contact Mr. **** directly at the number in the complaint.  There was no answer, but I did leave a message of where to call me and letting him know that I would keep trying to contact him.

  Sincerely,

  ***** *.