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:01/10/2025

  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 purchased there product rislone def treatment from ****** because it was supposed to dissolve formation of crystals in def Tank and protects def tank system.After | added rislone def treatment into def Tank upon toping up def from Flying J fuel stop ,I drove for about *****miles without any problem,But after ***** miles I had def warning ligts and check engine light on my dashboard .I pulled up on shoulder and inspected def Tank, Upon opening def tank cap I saw white foam coming out of def tank .I after inspecting drove it to mechanic shop ,Next morning mechanic inspected and told me the product that I added degraded the def quality and caused def pump failure .I contacted the manufacturer and filed claim for the problem and expressed my concern for not giving the warning in the product label that after adding def treatment it can decrease the def quality and probably def pump failure.They assured me for a fair resolution and asked me to provide bad def pump for inspection and repair bills .Upon providing them with everything they putted blame on me stating that mechanic told them that he found trace of disel in def tank cap.Upon contacting mechanic he stated he never stated that there was trace of disel .Upon reaching back to the rislone representative I asked to provide them with audio call recording of there call between my mechanic and them .Which they did not provided because I am 100% positive that they were lying .

  Business Response

  Date: 01/22/2025

  January 22, 2025
  
  Dear Better Business Bureau Customer Engagement Specialist,
  
  On 01/17/2025 Bars Products **** received a letter from the BBB dated 1/11/25 referencing case # ******** regarding *** ********* ***** claiming our product harmed his vehicle DEF pump and fluid.
  
  We have a claim process and have followed that process by speaking with *** ********* *****, requesting original receipt (not received), ***,supplying a claim form to be filled out, with work order / invoices from an independent repair facility stating what is wrong with the vehicle, what caused the problem and what work was done (or needs to be done) to repair the issue.We also request a six-ounce fluid sample (not received) and the parts that are claimed to have been damaged. All the above is stated on the claim form. We do provide a pre-paid ***** label for all the above items to be sent to us.
  
  This process / investigation includes speaking to the repair facility as to their findings, analyzing the fluids and parts involved. We did inspect the part provided, took pictures of what we saw, shared those with ******** and returned the ******** as requested. There was no fluid sample provided.
  
  We have spoken with the repair facility that *** ***** took his vehicle to Brothers Truck & Trailer Repair. After speaking to them and inspecting /analyzing the DEF pump, Bars Products **** conclusion of the analysis was that our product did not harm his DEF pump or system.
  
  We informed *** ***** we would refund the purchase price of our product if he sent us the ****** purchase transaction / rceipt.
  
  Sincerely,
  
  **** ******
  Technical Support Manager

  Customer Answer

  Date: 01/28/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ********* *****