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:09/19/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Went onto diesel, power products website looking for 50 state legal performance parts. Found they had a section for 50 state legal performance parts. Ordered an intake, fuel system and an edge juice with attitude that was said to be 50 state legal. When it came to smog my truck, it did not pass because it had an illegal tuner on it. I had contacted diesel power products. I attached screenshots of the salesman and what he said. And on the return policy it says the product cannot be installed or unboxed but when I bought the product it was supposed to be 50 state legal and they shipped it to my house in **********. All I want is the ship this programmer back and get refunded my money even after it has been installed in the vehicle because it shouldve never been sold in ********** and it should never have been sold, claiming it is 50 state legal.

  Customer Answer

  Date: 09/20/2023

  Hi this is ****** regarding the complaint number 20629193 soon after I got your email they emailed me stating that they will be issueing a return label to refund me fully thank you 

• Initial Complaint

  Date:11/09/2022

  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 placed an order back in April 19 2022 order number ****** which included a HOLSET REMANUFACTURED STOCK REPLACEMENT HE351VE VGT TURBO 07.5-12 6.7L DODGE CUMMINS I installed the parts and was out on a trip and had a failure with the turbo and had to tow my truck and trailer home. I sent the turbo in for warranty work and was told it was sooted up and it was fine, got it back and reinstalled it on my truck and had the same issue this is now July. I diagnosed and found a failed turbo actuator and and replaced it. I contacted the company for reimbursement for shipping for warranty repairs that didnt fix anything and the new part. After contacting them I was told they would reach out to the manufacturer and get back to me this was on 8/8/2022. I have now tried to contact them for an update by email and calling in, no one has gotten back to me or even given me an update. Im out over 1500$ for something that had a warranty on it

  

  Business Response

  Date: 12/05/2022

  Hi *******,

  So sorry about the issue with that turbo actuator and the communication issue. We have spoke to the manufacturer on that warranty and can certainly get it sent back to them for inspection. Ultimately they make the call if the product is covered under warranty. But we will express to them the urgency of the matter and do everything we can to get that taken care of for you. But I can't force them to warranty it and if they decline it I can't refund you. They share the same concern that we do with you telling us the board was contaminated with coolant since the only way that can really happen is if the actuator is taken off and the coolant wasn't drained. My warranty department will be reaching out to you with some return information to get that sent back. I apologize for the inconvenience. 

  
  ***** ********-Sales Manager

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

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

• Initial Complaint

  Date:09/01/2022

  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.

  On 12/02/2021, I ordered "BD PERFORMANCE STAGE 3 R900 *********** INJECTOR PACKAGE 04.5-07 5.9L DODGE CUMMINS" through Diesel Power Products for a total of $4,230.65. Less than ***** miles after the part was installed, it failed. Went through the lengthy warranty process (RMA ******) just for them to state its "Possible cause contaminated fuel used". The warranty does state that contaminated fuel will void the warranty, and though I find that to be highly unlikely as the fuel tank had been drained and a new filtration system was installed at the same time this part was installed. This is not my complaint, they are trying to charge me an inspection fee now that I have asked for my part back as is. there is no mention of this fee in any advertising or paperwork, including their warranty statement. it seems retaliatory to impose a fee because I did not buy another pump from them. they have not attempted to resolve this issue. *********************** is the customer service rep I have worked with.

  

  Business Response

  Date: 08/04/2022

  [BBB transcription via email]
  
  

  Hello,

  
  

  We received a letter in the mail addressed to our company (BD DIESEL & AUTO, LLC) about a complaint filed against our company. The only problem is that it isn't our company, the company that it should of been filed against was BD Diesel Performance. We do not have anyone who works here by the name of *********************** as well as we are located out of ******, **** in ***************** not ****** where this company is out of. We have been confused with this company before and actually had to go through trademark/patent process to get a dba (****** Performance Diesel) to avoid confusion with this company. Any questions let me know, feel free to contact me at the numbers listed below.

  
  

  Thanks,

  
  

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

  Accounting Clerk, BD Diesel & Auto, LLC

  Office: ************

  Cell: ************

  

  Business Response

  Date: 09/13/2022

  ******,

  We apologize for the issues you are having with your BD injection pump.  As the retailer we are not responsible for warranty decisions from the manufactuer. All inquiries regarding warranties need to go directly through the manufacturer, BD Diesel. The customer service rep you have been communicating with is with BD Diesel, not us. 

• Initial Complaint

  Date:07/14/2022

  Type:Product 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.

  April 6, 2022 I purchased a replacement turbo for my 2018 Dodge Ram from Diesel Power Products, ******* **. On April 25, 2022 I had it installed by a professional garage, Diesel and Offroad Authority, *********. I picked up my truck on April 29, 2022 and drove it 37 miles when the turbo failed. I had to get a tow and have it towed back to Diesel and Offroad Authority. They determined the turbo failed and when it did it pushed oil into my *** system which ruined that. On April 30, 2022 I called Diesel power products to let them know the turbo failed. They advised me to return the turbo and they would inspect it to see what caused it to fail and then determine if I am due a refund. I tried to purchase another turbo from them but they were currently out of stock. I had to purchase another turbo from Sinister Mfg ********* **. I called Diesel Power Products and spoke with ********************* who advised me that the *** is saying that the turbo failed due to the installer not lubing it before installing it. They would issue a refund of the turbo but would not cover the cost of the tow, the 2nd install, replacement of the *** system, and the return of the damaged turbo. The first turbo cost $******* which was refunded. Several phone calls and emails to ********************* to see who is responsible for refunding me $5544.42. The Mfg of the turbo denied that it was the installer that caused the damage. Diesel Power Products is pushing the blame on the installer. I sent a certified letter on June 29, 2022 to ********************* letting them know that if I did not hear from them with in a week I would be taking the next steps needed to get my money back. Cost Turbo- Diesel Power Products ******* Install 1st Turbo ****** Tow ****** Shipping return of 1st Turbo ***** Purchase 2nd turbo ******* Install 2nd turbo and *** *******

  

  Business Response

  Date: 07/28/2022

  Customer has advanced to legal action. We have tried everything we can to get the manufacturer to consider a labor reimbursement. But they are stating and are holding fast to their initial warranty analysis that the turbo failed due to lack of lubrication/install error. Therefor, no labor is to be paid by the manufacturer. And it is stated on our website in the Terms and Conditions that Diesel Power Products is not responsible for Labor time as well. The manufacturer extended a goodwill credit even though the failure was not a fault of the turbo. Any further questions can be directed to our Sales Manager.

  Sands ********

  Direct Line ************
  
  Email ********************************

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17561777
  
  I am rejecting this response because: 

  In follow up to Diesel Power Products response to claim ID ******** we have not advanced to legal action. If this claim cannot be resolved at this level which is our preference this would be the next step. Currently what is being requested is a fair resolution and does not cover all the damages incurred from the defective part. If the next steps are needed to resolve this claim the full amount of damages, lost business revenue, wages etc. will be pursued in addition to. We purchased an ADP turbocharger from DPP in good faith that failed in less than 45 miles. *** product was defective and failed and we would expect DPP to stand behind the products they sell. This is unfortunate for all parties involved but with all due respect the issue between DPP and the manufacturer is between those two parties. *** manufacturer claims that the turbo failed due to an installation error is false which has been verified. *** turbo installation was performed by a qualified installer who will state exactly how it was installed and has also had a conversation with the manufacturer which resulted in a different position from the manufacturer after their discussion. This is clearly a case where everyone is working extra hard to not due the right thing and stand behind their products and maintain a good reputation.
  
  
  Sincerely,
  
  *************************