ComplaintsforDTIS Diesel, LLC

• Initial Complaint

  05/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought in two PACCAR unit pumps and had them rebuilt, round trip 240 miles from Fresno. A day later, the pumps were done. I returned to Bakersfield and picked them up. Arrived at my shop and installed both pumps; they were inoperable. Called and they said there never have them fail. Advised me to bring them back. I drove back to DTIS, dropped off unit pumps. The following day they were done, I drove back again and picked them up. Installed both pumps and one was inoperable. I called and they stated that they were new to rebuilding unit pumps, but they rarely ever fail. They told me to bring the unit pump back. I returned it and the next day picked the pump up and installed it. The truck ran for three weeks and the pump failed again. I called yesterday and requested a full refund. They gave me $500 back out of the $1,112.50 they charged me. I called and they said they can't refund the tax or the 3% credit card fee. The tax alone is $82.50. They also said I had to bring back the unit pump to get my money back for the second pump. I clocked in over 700 miles and almost two weeks, lost a good customer, and now these jerks want me to drive another 240 miles round trip to get refunded. Who can trust this business as they have no problem taking advantage of businesses and refuse to accept any form of accountability for their continuously failed workmanship. Also, isn't it illegal that they would keep the $82.50 tax?

  

  Business response

  05/16/2022

  Mr. ******'s complaint and review are unjust and do not tell the complete story. DTIS takes complete responsibility for all the products we sell and stand behind our workmanship this is shown by the fact that we provide a one-year warranty for all of our rebuilt and new products. Initially, the pump was brought in to be rebuilt and we did just that in a faster time frame than promised. At that time turnaround time for these pumps was between two and three days and we gave Mr. ****** greater priority and fixed them in just one day because he had gone out of his way to drive the pump to us, and we highly appreciated that. That said his pumps were rebuilt and tested with no issues. When he came to pick them up, he was given the option to pay for the pumps in cash and avoid the 3% nonrefundable card service fee that is automatically charged by our payment terminal, but he decided to pay with a credit card. Mr. ****** then took the pumps and installed them and later called us and said he was having issues with one of the two pumps. We advised him to ship it back to us so we could go through it again and determine if there was anything wrong with the fuel pump, he preferred to drive it back down instead. After inspection, it was determined the internal coil was not producing the correct voltage which could be caused by electrical issues with the harness on the truck, a faulty coil, or water in the fuel that feeds the pump. We did not have any way of determining if the problem originated from the customer's truck, so we just replaced the coil once again free of charge to be on the safe side. Now a few weeks later Mr. ****** is having the same problem again from the same pump and he brings its back for warranty once again before we can check it out, he requests a refund, and we go ahead and do the refund for the one pump he returned as he has not returned the second working pump. He is mistakenly told he can't get the taxes refunded by one of our team members but after speaking to the manager he is rightfully refunded the taxes as well. He initially has no problem with anything then a couple of days later without calling us or trying to work things out leaves us a bad review and files a complaint. He has never been told he has to drive the pumps back to us as a matter of fact we have offered to ship these free of charge to and from his location over the phone and he declined every time and drove them himself. We have no problem giving our customers back their money if they are unhappy with our work and we go out of our way to fix things when problems arise, but Mr. ****** seems to not be satisfied with any of our solutions.  

  Customer response

  05/23/2022

   I am rejecting this response because:
  
  

  I am not only dissatisfied with the response from DTIS, I am highly disappointed in their actions as well as their position on the matter.  There are also several discrepancies in their comments. 

  1. a.  STATEMENT: “DTIS takes complete responsibility for all the products we sell and stand behind our workmanship this is shown by the fact that we provide a one-year warranty for all of our rebuilt and new products. Initially, the pump was brought in to be rebuilt and we did just that in a faster time frame than promised. At that time turnaround time for these pumps was between two and three days and we gave Mr. ****** greater priority and fixed them in just one day because he had gone out of his way to drive the pump to us, and we highly appreciated that. That said his pumps were rebuilt and tested with no issues. When he came to pick them up, he was given the option to pay for the pumps in cash and avoid the 3% nonrefundable card service fee that is automatically charged by our payment terminal, but he decided to pay with a credit card.”

  1.  b.  FACTS: Providing a one-year warranty on your repairs is not accepting responsibility for your poor workmanship.  Rather an expectation of service which any reputable business should provide.  The difference with DTIS and any reputable business is their inability to resolve these issues in a proper and respectful manner.  The pumps were returned faster than promised.  However, neither of the pumps were operational.  My technician and myself spent over 30 hours going back thru the entire fuel system troubleshooting procedures.  To include bringing in the Kenworth PACCAR Regional representative (Kenworth Certified Master Technician) to verify that we had not erroneously misdiagnosed the issue.  We completely rebuilt this engine and at the time I believed it to be unlikely that both pumps were just rebuilt and inoperable upon arrival.  I went out and purchased two used unit pumps and installed them and the truck started immediately.  Since the Kenworth PACCAR representative was onsite, he has agreed to write me a letter explaining that this is in fact what occurred.  In addition, since this occurrence, he has made me aware of the unit pumps that DTIS has rebuilt for the Pape’ Kenworth Fresno, CA store and the Pape’ Kenworth, SeaTac, WA store are having the same issues.  They are sending in PACCAR EPA13 unit pumps for repair, and upon return they are inoperable.  I am also in the process of obtaining a letter from the Pape’ SeaTac, WA store explaining that this is a common occurrence with DTIS repairs on the PACCAR unit pumps. 

  2.  a.  STATEMENT: “Mr. ****** then took the pumps and installed them and later called us and said he was having issues with one of the two pumps. We advised him to ship it back to us so we could go through it again and determine if there was anything wrong with the fuel pump, he preferred to drive it back down instead.”

  2.  b.  FACTS: As stated above, I installed the pumps and after over 30 hours or troubleshooting the issue, I notified DTIS of the issue.  However, I did not state I was having issues with one of the pumps, it was both pumps that were inoperable.  The EPA13 unit pumps (when operating to specification), specifically one unit pump is capable of enough fuel pressure to not only start the engine, but keep it running continuously.  This is true for all MX13 EPA13 engines.  In addition, I was not advised to ship the pumps back to DTIS.  That statement also is inaccurate and untrue. 

  3.  a.  STATEMENT: “After inspection, it was determined the internal coil was not producing the correct voltage which could be caused by electrical issues with the harness on the truck, a faulty coil, or water in the fuel that feeds the pump. We did not have any way of determining if the problem originated from the customer's truck, so we just replaced the coil once again free of charge to be on the safe side.”

  3.  b.  FACTS: As stated earlier, myself, my Lead Technician, and the Pape’ Kenworth Master Technician not only determined the failure, we also eliminated all other potential scenarios.  There was in fact no harness issue present at that time, nor in the past two weeks that the customer has continued to drive their truck with the two used unit pumps and had zero failures or concerns.  I would also like to add that the owner has also agreed to write correspondence supporting these facts. Water in the fuel was also not the case as we bypassed the OEM fuel system and supplied new diesel fuel from a fuel can per the PACCAR troubleshooting standards.  As far as a faulty coil, I explained during the last conversation with their employee Brian that I conducted an ohm test and the used unit pumps (I have five operable pumps on hand) all tested at 1.1 ohms.  The pumps that were rebuilt from DTIS tested at a range of 3.1 to 3.4 ohms.  I explained to him that I believe that to be the issue.  Brian’s response to me, “well, we are kinda new to rebuilding these pumps.” 

  4.  a.  STATEMENT: “Now a few weeks later Mr. ****** is having the same problem again from the same pump and he brings its back for warranty once again before we can check it out, he requests a refund, and we go ahead and do the refund for the one pump he returned as he has not returned the second working pump.”

  4.  b.  FACTS: After receiving the two pumps back, we immediately reinstalled the pumps and the truck started but would not run without shaking.  This was not weeks later; it was the day after we picked the unit pumps up from DTIS.  We hooked up the OEM Davie4 software and conducted a unit pump performance test.  I would also like to mention that the Kenworth Master Technician had also returned and witnessed all of the testing.  One pump was drastically underperforming and it did not reach the required unit pump pressure to initiated the fuel injectors to operate.  Witnessing how upset I was with this scenario, the Kenworth Master Technician offered to return the pump to DTIS for me since me had recommended I use DTIS since they were providing this service to several Kenworth stores and these units pumps at the time were over 5800 orders remaining on back order due to manufacturing and overseas logistical issues.  The KW MT returned the pump to DTIS the following day.  Also, I had not yet asked for a refund at this point. 

  4.  c.  FACTS: DTIS failed to provide the rest of the details.  I sent family in to pick up the unit pump that the KW MT returned on my behalf.  We installed it the next day and the truck ran at that moment without issue (this was on April 16^, 2022).  On May 5, 2022, the customer called and complained of the truck stumbling and barely running.  We advised the customer to return to the shop to diagnose the vehicle.  Upon arrival we hooked up the OEM PACCAR Davie4 software to see why the check engine light was illuminated.  There was an active fault for P0094 – Common rail unit pump control incorrect and P1230 common rail pump unit 1 short circuit.  We removed the connector from the number one unit pump and plugged in a used operable pump and the faults became inactive immediately.  We reconnected the rebuilt pump from DTIS back to the harness and the faults became active again.  We removed the rebuilt pump and ohm tested it at the connector.  It was not within specification.  We installed the used unit pump (May 5, 2022) and the truck has not had any problems with the unit pumps since that day. 

  5.  a.  STATEMENT: “He is mistakenly told he can't get the taxes refunded by one of our team members but after speaking to the manager he is rightfully refunded the taxes as well. He initially has no problem with anything then a couple of days later without calling us or trying to work things out leaves us a bad review and files a complaint. He has never been told he has to drive the pumps back to us as a matter of fact we have offered to ship these free of charge to and from his location over the phone and he declined every time and drove them himself. We have no problem giving our customers back their money if they are unhappy with our work and we go out of our way to fix things when problems arise, but Mr. ****** seems to not be satisfied with any of our solutions.”

  5.  b.  FACTS: After the repair, I called and spoke with their employee Brian.  I informed him that after all this time and money, they still have not provided me one unit pump that has worked for more that two weeks.  I informed him that I wanted a full refund.  He stated to me that he needed to speak the manager and placed me on hold.  When he returned, he stated the manager approved the refund and he then asked for my email and the credit card number used for the transaction.  I gave him the information, and shortly after, I explained the concern with the ohm test, and then we cordially ended the call.  An hour later, I noticed I received an email from DTIS.  There was a receipt for a refund of one unit pump, so taxes were not refunded and the 3% credit card fee was also not included.  I called and spoke to Brian again and explained what had happened.  He stated QuickBooks keeps the 3% and there is nothing he can do about it.  I then asked him about my taxes and the other pump.  He stated I could not receive a refund for the other pump unless I brought it in to DTIS.  In addition, he said nothing could be done about the taxes.  I told his that he was wrong and it is illegal to keep the tax money.  I explained a scenario of buying something at Walmart and retuning the item, you always receive your full refund to include your taxes.  He then stated, “sorry, we aren’t Walmart and you’re not getting it back.”  The DTIS employee did not mistakenly tell me I can’t have that refund back.  He was sarcastic and didn’t care that DTIS has been costing me a great deal of time or money.  It was only after I filed a complaint with the BBB that they realized I was going to report their illegal business practices.  The statement that I somehow “initially had no problem with anything” is completely ridiculous as I was obviously aggravated by their employee Brian’s lack of respect.  Also, DTIS NEVER and I mean NEVER offered to ship anything free of charge.  As far the statement, “We have no problem giving our customers back their money if they are unhappy with our work” this is an absolute joke.  We would not be in this situation had DTIS done the right thing and had an employee that knows it’s not wise to be sarcastic and disrespectful to customers.  DTIS can thank their employee Brian for motivating me enough to not let this go and make an example out of DTIS and their horrible/ illegal business practices.

  6.  a.  EXPECTATIONS:  The unit pumps belong to me now that I have provided pumps to my customer.  They are not, nor where they ever, the property of DTIS.  I want a full refund, to include the taxes this time (just in case you forgot that it is illegal to not refund it.)  I also want my unit pump returned to me via mail.  If you do not return my property, I will pursue another course of action against DTIS. 

  In summary, DTIS never provided any solutions, only failed workmanship to which they do not take responsibility.  It appears we can now add dishonesty to the traits of the DTIS mission statement.  They have continued to waste more of my time and resources.  Soon I will have several letters from customers, shop owners, dealership technicians, and dealership leadership stating the continued failed workmanship of DTIS on the repair of the PACCAR EPA13 unit pumps.  If they do not agree to meet the expectations listed above, further action will be taken against DTIS. 

  
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a rebuilt fuel pump and it failed within 2 days of use. Contaminated system with metal. Had to get pump warrantied and replace for my customer at no cost to him. I ate the labor. Got pump #2 under warranty. Assembled truck and now this pump is leaking from a galley plug that was not sealed correctly. Have to do pump a 3rd time with no labor charge to customer. These guys pretty much told me I was shit out of luck and never replied or took responsibility.

  

  Business response

  12/07/2021

  
  Customer Purchased a Detroit DD15 part# *********7 on 11/01/2021 paid $700 for rebuilt fuel pump and also paid $300 extra due to his pump core being damaged. On 11/05/2021 customer brought back the fuel pump claiming it didn't work, upon inspection the pump had internal components and rollers stuck/damaged due to poor lubrication to fuel pump. Customer was aware of the damage and was also informed that there was an issue with his truck due to damaging the original fuel pump and the replacement the exact same way. DTIS DIESEL made an one time exemption to replace the fuel pump under warranty at no charge. (WARRANTY CLAIM FORM IS ATTACHED) Days later customer calls again claiming now FUEL PUMP #2 was leaking, customer was told to bring the fuel pump in for an inspection to see what was going on but pump was never brought back to DTIS DIESEL shop for an inspection. Only thing customer provided us on 11/23/2021 was a picture via text message from a fuel pump that was not the one DTIS DIESEL provided. Last time we heard from the customer was on 11/29/2021 also via text message saying his issue was fixed.

*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. ↩