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Business Profile

Diesel Engines

Cummins Sales and Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Diesel Engines.

Complaints

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

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/29/2025

      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 recently purchased a Cummins whole home generator. Ive had nonstop issues with it staying connected to the internet so that I can monitor and remotely control it. One day it will be connected and work great with all features and data available through the app, the next it will be disconnected for no apparent reason. The only fix Ive found is to physically unplug the ethernet cable multiple times until it randomly decides to come back on network. This doesnt work when Im out of town and it decides to go off network, leaving me with no way to know what it's doing until I get home. Ive found multiple forums online with multiple people facing the same issue. I've attempted to call Cummins, but they've sent their customer support number overseas which results in nothing but scripted and nonspecific answers being given. I've emailed them and that correspondence is attached. They refuse to provide any actual support or solutions and only demand you go to a local service provider for issues. As I stated in my emails, I do not think it's ethical or even legal to sell a $6,000+ product direct to consumer, through retailers like *****, then just refuse to offer any support of your product and insist the consumers go pay a third-party service retailer. I am asking that Cummins make an actual effort to rectify the issue with their product. As stated in my emails with them, they can send a technician out if they insist that's what they require, but they are refusing to do that. There is no disclosure at purchase stating Cummins will not provide any direct support and that you will be required to pay out of pocket to a third-party provider for ANY support. Please help, this issue is not isolated. I've found multiple forums online describing the same connectivity issues, but more concerning, the same runaround tactics from Cummins when it comes to giving any product support.

    • Initial Complaint

      Date:12/02/2024

      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.
      The business was supposed to issue a credit for a battery in the amount of $133.15. I have been trying to get this resolved with Cummins since September 2023. I have sent many emails and even a certified letter to their corporate office with no response. I recently had a yearly inspection done by them on November 22, 2024 and would like that amount to be credited to invoice No F4-241173657.

    • Initial Complaint

      Date:12/12/2023

      Type:Order 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 called Cummins in ****** to perform the annual maintenance on my home standby generator in addition to checking an error code. They sent me an estimate that was multiple pages with 2 pages of legal mice type that included a travel charge (the "time it takes to drive to the residence and back"). When I asked for a verbal estimate on the phone she only mentioned the parts costs not any labor, travel, or mileage. The travel charge is the same rate that they charge for labor. I don't see how this is possible since they are simply driving and cannot be doing active work. In my opinion, this is also the cost of doing business for a company to have their employee drive to a customer's residence why should I pay that and a mileage charge? They are also charging a mileage fee which per mile is above the *** going rate and above what it costs for a gallon of diesel fuel. I have not yet paid them as I am trying to get more information from them.

      Business Response

      Date: 01/17/2024

      Please see the attached correspondence and documentation.   

       

      Thank you,

      ****

      Customer Answer

      Date: 01/17/2024

       
      Complaint: 20995384

      I am rejecting this response because: Everything said in their response is true, but what has not been explained is how it is permissible to charge the customer the the full labor rate for the tech while the tech is driving to my home in addition to the mileage charge. This is a new charge since my last service 4 years ago. It is not routine to pass alone the employers payroll cost to the consumer and at the same rate as if they were actively working. 

      Sincerely,

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

    • Initial Complaint

      Date:07/29/2022

      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.
      07/25/2022 got a phone call that our Charter bus was vandalized. We left our bus for repair and service in June 2022. Bus has been out in the lot waiting for a part. Got a phone call from ****** that the busses windows were broken. ****** said there insurance wont cover that, that we have to cover that. I told her it was in their property and she was adamant that its not their fault.

      Business Response

      Date: 09/01/2022

      Please see Cummins attached response. 

       

      Let us know if you require any other information. 

    Cummins Sales and Service is NOT a BBB Accredited Business.

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