ComplaintsforBC Diesel Truck Repair Ltd

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an exhaust system from ** Diesel. The exhaust that was pictured did not arrive, instead a completely different exhaust system showed up and it is unusable for me. I will upload pictures of both. No where on his webpage or during the payment process did they tell me that the product was not as shown.When I contacted the owner, he said he would return the product. However, I will have to pay all of the shipping plus 15% restocking fee. Even though this is NOT the product I ordered. I do not believe I should be paying for either.

  Business response

  16/05/2023

  Good morning *****
  
  
  I am emailing you to try and understand what is wrong with the exhaust kit you had ordered. This kit you received is the one you ordered. 
  
  
  The pictures are in fact the same kit and the fit would be for a ***** 04.5-07 - the difference between the pictures you have sent are the mufflers are different as the one muffler is prob an old style 
  muffler that has now been change by manufacturer & the other difference is the kit is apart & the picture on our website the kit is put together with the clamps. The kit comes with extra pipes if you require, and also allows you to trim pipe to fit if needed. 
  
  
  Can you tell me why you think this kit does not fit your truck, did you try to install it? did you contact ****pro tech support and speak with the manufacturer ?
  
  
  thank you,
  

  Customer response

  16/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

   

  The picture is clearly a different style exhaust.  I did not say it would not fit, I said it would not work.  This completely different muffler is not what I ordered (as pictured), as I am looking for the muffler shown.

   

  Why would I try to install a system that is clearly wrong in the box?  Had I done so, you would have refused to even return the product.  Showing a picture that does not match what you are selling without a disclaimer is clearly fraud.  Why would you not immediately return for a FULL refund including shipping fees, knowing you have falsely advertised?

  Business response

  02/06/2023

  Further to our previous responses. 
  
  The exhaust system that you have purchased is designed to work with a Catalytic Convertor installed, and is labeled as a Catalytic Back Exhaust System. As described on both our website and the manufacturer's website, this exhaust system is designed to attach and bolt up the Catalytic Convertor and extend to the back and exit out the rear of your truck thus the name (Cat-Back). You and your wife have both mentioned that "you do NOT have a catalytic convertor installed on your truck anymore, as it was stolen". This is why the exhaust system you purchased DOES NOT FIT your application.
  
  The exhaust system you ordered does fit the application it was intended for as they have for other customers with correct applications. You ordered an exhaust system for an application that differs from the truck you have, this is why you're are subject to our Shipping & Return Policies as displayed clearly on our website.

  Customer response

  02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I ordered this system based on the muffler design which was clearly advertised. YOU sent me a muffler which in no way matches the advertised picture.
  
  Sincerely,
  
  *****************

  Business response

  08/06/2023

  Please call and speak to me ***************** or answer your phone, getting frustrated wasting my time with this false claim. The customer removed his emissions system and the part he ordered is for a truck with the emissions were not removed, he ordered it for the wrong application. It is black and white is wasting your and our time because he is own error. 

  Customer response

  15/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I just want a refund for the product that I returned to them within a few days of receiving it. It's been over a month and they still have my money. 

  
  Sincerely,
  
  *****************

  Business response

  08/07/2023

  I do not expect the BBB to understand diesel truck emissions systems but the exhaust system he purchased was for a truck that had a catalytic converter installed. The part the customer is not telling you is that the removed their catalytic converter and tried to adapt the exhaust to fit. When they realized it would not fit they wanted to return the system in an unsellable condition. Our website clearly states that their is a restocking fee and products need to be in resell-able condition. Although the customer attempted to install the parts we still offered to take them back but wanted the restocking fee as we paid the free shipping to them. Since then they have exhausted many of my staff hours disputing the pay pal charges and wrongfully get their full refund. Now BBB is allowing them to exhaust even more my staffs time vindictively. The person that is the most upset is usually the person that is wrong. What type of humans go through this much effort to disrupt a business when they are wrong and know they are. I dont care about the funds or even the time they have eroded for our staff. For me this is about principle and and poor human behavior. We have a 500 plus ****** reviews at 4.8 stars, this come from being fare and good practices. Why have they not posted a bad review on our business? Because they know I will respond publicly for the diesel truck community to see that they removed their diesel exhaust emissions system and tried to install an exhaust system tailpipe that was intended to connect to the factory exhaust emissions system.

   

  please stop supporting this behavior and being fooled by this customer claiming the picture did not match. The description on our website clearly states Cat-Back meaning in connects to the Catalytic converter. The kit did not for because they removed the part it was intended to attach to. The catalytic converter.

  This does not reflect well on the BBB and have shared my experience vastly with our large automative community.

*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. ↩