Complaints

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• Initial Complaint

  Date:05/03/2023

  Type:Sales and Advertising 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 called the company about purchasing a 5.9 Cummins 12v long block. They convinced me to buy a 5.9 Cummins common rail long block that would be adapted to run the p-pump from the 12v. Everything went smooth until it came time to be refunded for the core. Per my invoice, I was charged $3,000 for a core, and was expecting that much back as that is what is on the invoice and discussed over the phone. They never once told me, after up selling me (they said they didn’t do 12v long blocks but that was a lie), that my block would be worth $1,500. They only sent me $1,500 stating “the 12v block isn’t the same value as the common rail block.” I can respect that, but this was never communicated to me via phone, email, and to be even more clear, the core return form on their website won’t even open. I had to pay $750 to ship the core back. Had I known this, I would have never sent the core back as I can sell for $2,500 all day in my home town. They refuse to acknowledge that their lack of communication is what landed us here as my mechanic can attest this was never discussed with him either. They take zero ownership in fixing the problem and make me take the full brunt of not knowing they were going to short me $1,500. They tried stating the core needed to be returned in 60 days but my mechanic communicated with them I detached my tricep from my elbow causing surgery/being one armed for 4 months. At this point everybody ignores my calls and refuses to man up and even have the discussion with me. The owner, Drew, never had a discussion with me either and just goes behind my back to communicate with my mechanic.

  Business Response

  Date: 05/09/2023

  We have had multiple conversations with Nathan about this issue. You can see from the email chains that Nathan had 1000HP goals for his engine.  For that application we do not recommend a 12v block and head as they will fail.  This is why he was advised to use the newer Common rail engine platform. We ship every engine with a copy of the core return paperwork, core policy, install and break in procedures.  This is also available on our website on the following page.  *******************************************.  We had no communication about the core being delayed until it was ready for pickup in February. We also never received communication from the customer about the core not being for the same engine the customer purchased.  If we would have been asked this question we would have addressed this before it was shipped back.   Our Policy states All cores must be the same model as the original item that was purchased.   It also says that all cores must be returned within 60 days. If we allowed customers to send cores back at any time then we would be paying for core returns and spending money to buy cores that we do not need. This was also purchased by the installer not Nathan.  You can see this reflected on the invoice to the customer.  The installer was our customer and all communication needs to go through our actual customer not the end user.  It is the installer's responsibility to communicate core policies with the end user. The core check was sent to and cashed by the installer.  We can not control the fact that neither the installer nor the end user read our core policy.  We tried to help the customer as much as possible by refunding half the core refund so they were not out their shipping cost and the engine they sent back.  This still puts us at a loss on this job since we have already purchased another core to replace the one we sold the customer and we do not need to purchase any 12v engine cores.