ComplaintsforInjectorsDirect.com

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  injectors bought on 3/27/24 for 2800. They were installed and I noticed the truck was running rough and the check engine light came on. When I took the truck in to Ball'z Diesel Specialist the code that came up was P0302 which was that the number 2 cylinder was misfiring. The cylinders themsleves are fine but the injectors are bad. balancing rate of the injectors are as follows cylinder 1 was +2 cylinder 2 was +15 cylinder 3 was -7 cylinder 4 was -3 cylinder 5 was -7 cylinder 6 was -7 cylinder 7 was -7 cylinder 8 was -7. Per Ball'z diesel specialist (###-###-####) balancing rate should be -4 or +4 at the highest which means 6 out of 8 are not balanced correctly. When i contacted Injectors Direct, they told me I have to fill out a warranty form and are asking for the injectors to be shipped back. The cost of labor to remove them is 1,056.00 which I already had to pay to have their faulty product placed in my truck. As a senior on a fixed income, it is not feasible for me to be spending such an amount to send them back since they have already been shown to be defective by Ball'z Diesel.

  

  Business response

  05/17/2024

  Richard- InjectorsDirect.com is committed to providing quality parts and service, we regret to hear you are having issues with your repair.  As you know the injectors you purchased were digitally calibrated and tested prior to being shipped to you.  Accordingly, it is highly unusual to have multiple injectors malfunctioning straight out of the box.  While a balance rate test in the truck is a good diagnostic procedure to assess individual cylinder performance, it does not isolate the performance of the injector itself.  Put more simply; a balance rate test is a test of cylinder performance, rather than a test of injector performance.  Balance rates can be influenced by various electrical and mechanical conditions.  With that said, we would appreciate an opportunity to evaluate the injectors themselves and assist in resolving your issue however we can.  Please refer to the warranty return instructions we provided you 5/15/24 to initiate the process.  If you have questions please contact us directly at ###-###-#### or ***************@injectorsdirect.com. We look forward to resolving your issue as quickly and efficiently as possible and thank you in advance for your participation in the process.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The management at Injector's Direct in San Luis Obispo has been informing customers that their faulty products, still under warranty, have passed all requisite tests. Moreover, they are insisting on a $60 cleaning and testing fee before returning any item. As a certified master mechanic and a law enforcement officer, I find this practice rather shocking. I received a faulty fuel injector from them that failed immediately. I tested this injector using software on a high-end computer and it failed multiple tests. When I returned it to Injector's Direct, they claimed it was functioning adequately and was not under warranty. A search on the Better Business Bureau reveals numerous complaints against this company regarding similar issues. Injector's Direct initially denied that the faulty injector I returned was theirs, but they later retracted their statement when I provided proof.

  

  Business response

  04/12/2024

  We regret to hear this is your takeaway from the situation.  While we are 100% confident that the injector in question was not purchased from us in the first place; rather than debate this fact with you we offered to test the injector.  As you know, the injector passed testing on a Hartridge Toledo computerized test stand as received, a printed copy of the test report was provided to you via email.  You disagreed with the machine's results and insisted that we exchange the injector for you, which we did as a courtesy.  You were only charged for the non-warranty cleaning and testing service ($50.00) and the cost to ship the courtesy injector back to you ($9.99).  You were only charged for the labor to test your injector and you received a replacement injector at no charge.  As a reminder, you agreed to our terms and conditions in writing (with your signature) prior to sending this injector in to us.  We're unsure what led you to expect us to test injectors that were not purchased from us for free, replace injectors that were not purchased from us for free, as well as cover your shipping costs.  We extended you a significant one-time courtesy which will not be offered to you again in the future.  We wish you luck in finding a new vendor who can meet your unique expectations.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Uploaded are screen shots of this businesses advertised kit(s) wherein the highest upgrade available was purchased. In these fuel contamination kits the website Injectorsdirect.com claims a comprehensive all inclusive repair, and states multiple times in each advertisement that it is a complete comprehensive and all new OE parts kit, and goes as far as to say quote "Don't settle for just flushing your fuel system as it may leave behind residual contaminants that can lead to injector failure. our kit includes all new OE parts ensuring top notch quality and reliability." Upon receiving this kit the mechanic and supervisor of the work noticed there was a high pressure fuel line which is clearly pictured in the lowest model kit and noted as such as a main component of the high pressure line system which needs to be replaced to fall under such a claim. This line is arbitrarily left out of the kit in the highest form of upgrade as we were told by "Daniel," the (as claimed by himself) "highest level manager that we could speak to," after being handed off multiple times over the last 2 days within their "customer service" department trying to get this one high pressure fuel line shipped to us as they leave it out of the kit, however told us three times on separate occasions that we needed to simply "flush this line, and everything will be fine" (refer to above website text direct quote on why this is unacceptable) after spending 6400 on an all new parts oem replacement set instead of flushing all of the old components which would have saved a significant few thousand dollars. The claim and advertising on their website is grossly false, we were told the line wasn't included because the upgrade kit included 2 of the 3 lines and the business didn't know what to do with the other 2 out of the kit so they could SELL us the set, but that they wouldn't complete the kit. A gross misrepresentation and we would like to be sent the missing part. Also the misleading ad txt removed.

  

  Business response

  12/12/2023

  Mr. J** originally purchased this kit from InjectorsDirect.com on November 25th of this year. He contacted us on December 9th claiming that he was missing components from the kit he purchased. As per our standard protocol, we requested that he send photos of the parts he received so that we could identify what, if anything, was missing. After reviewing the photos of the parts he received and comparing them to the product listing on our website, we were able to confirm with Mr. J** that he had received everything that he ordered, exactly as is pictured and advertised on our website. He placed this order through our website, not over the phone, so we are confident that he had the opportunity to review both the photos as well as the product description prior to making the purchase. In speaking to Mr. J** as well as his mechanic, I was able to determine that the parts he claims are "missing" are components that are not required to be replaced to complete the repair. They are additional parts that his mechanic is choosing to replace, and therefore, Mr. J** feels that they should have been included in the kit, despite not being required to complete the repair, nor advertised in any fashion to be included in the kit. His demand to us was that we send him the additional parts that was choosing to replace, at our expense. We declined to do so as in this particular case, the parts he was requesting are not readily available (and thus not included in the kid as advertised.) We did offer him the option to purchase some additional components (from a different kit we sell, that are not 100% compatible with the kit he purchased) that he could modify to fit his needs. He was not interested in this solution. We also offered him the opportunity to return the unused parts to us, in accordance with our Return Policy, which he declined.

  
  

  Following Mr. J**'s logic, InjectorsDirect.com should be obligated to arbitrarily include in our kits any parts that a customer may wish were included, despite those parts not being advertised for sale as a part of that kit. 

  Customer response

  12/18/2023

  
  Complaint: 20990100
  
  I am rejecting this response because: We know full and well this company does shady business and their google reviews show the picture very well, indeed, they falsely advertise, try to blame every single issue and or problem on their customers, are very rude to them, and leave components found in the BASIC contamination kit, as stated previously since "Injectors Direct" empl**ees can't seem to read very well, "the complete no hassle kit" "everything you need" "why flush lines when this is the common cause of most failures" etc. Yet they leave out a main line, then tell us to FLUSH IT when we call and inform them, they acknowledge it is a high pressure fuel line, needed in the repair, but directly contradict their false advertising on the website, then later try to claim it's not a high pressure fuel line, it's actually funny. They can say it isn't needed all day long, but that's funny since they and everyone else includes it in the disaster kits, EVERY SINGLE ONE! They don't only for the upgrade to try and save themselves $74. That's the whole reason, they make $5500 and completely neglect a customer over a $74 part. On an upgrade when spending big money on a new parts kit! I don't believe I need to repeat the issue farther, you can all go read the original complaint against "Injectors Direct" that this extremely intelligent company representative of "Injectors Direct" seemed to have missed, I digress, that this empl**ee of "Injectors Direct" who must be related to the owner, with his extraordinary wit, couldn't seem to comprehend. The kit pictured contains the components pictured, Yes. However it doesn't contain the components ADVERTISED, again included in the BASIC NEEDED ITEMS in the very most basic kit sold by this company. Had we KNOWN and the website not blatantly lied and advertised the exact same wording as the basic kit with the basic items ( with one being neglected when you upgrade to save "Injectors Direct" money, as the screen shot of their website clearly shows.) This is 100% false advertising, and the website needs to be changed, I understand BBB has no authority or ability to do anything other than take the note. So that is what this is, documentation. For the sole purpose and for the way "Injectors Direct" does business. We also sourced the single line asked for for $74 and got it in 2 days, not as part of a "kit." That simply, however "Injectors Direct" claims it is only available in a 3 line assembly and their "company" can't send this individual line. Ford Disagrees. I fully doubt any comprehension of anything other than screwing of customers from this company who flip flop back and forth like a fish out of water on every encounter. Again, based on the extreme negativity of everyone who had the misfortune of dealing with them has spoken about on google reviews, it seems 1 in 20 customers gets the shaft, why take that risk. If you come across this "Injectors Direct" business review, just beware it's a shady group of con men that do dishonest business. Their website makes false claims, and there is extraordinarily bad customer service at ever turn. Fully witnessed again by anyone who seeks out the customer reviews for "Injectors Direct." I fully expect this issue to continue into the core exchange process when dealing with such utter seeming incompetency from this company so I wanted to fully document this issue and their lack of any service to resolve their incomplete kit, and the "Injectors Direct" blatantly false self contradicted advertising claims on the website selling their items. 
  
  Only the kindest Regards,
  
  ***** J**
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/22/2023

  To Whom It May Concern:
  
  Mr. J** purchased a product from us and received that product exactly as is pictured and listed on our website. There is no debate about this. We understand that he misinterpreted our product description and assumed that additional parts (not picture or listed) would be included. We have sold several hundred of these exact products and, prior to Mr. J**, have not had a single customer express the same concern that he raised. That being said, we have revised the text of our product description in order to aid in preventing this misinterpretation from occurring again in the future. With regard to the additional part that Mr. J** was hoping to receive, the information he was provided when he contacted us was accurate. We do not have that specific part available individually. If this part had been available to offer to him individually, we would have gladly offered it at the time he contacted us. We only have it available as part of an assembly that is not fully compatible with the kit Mr. J** purchased. We offered to sell him this assembly which he could then modify to fit his needs. He declined this offer. We are very glad to hear that he was able to source this part from his local Ford dealership. We appreciate his feedback regarding this additional component being included in our kit, and our team is actively evaluating the possibility of including this component in future kits. We wholeheartedly reject his slanderous allegations regarding our business practices and his attacks on the character of our empl**ees. Additionally, we have been made aware of Mr. J**'s efforts to damage our business reputation by soliciting false, malicious, and defamatory reviews from his acquaintances.
  
  Regardless, if Mr. J** has changed his mind about the kit that he ordered (and received) or if he is unhappy for any other reason, he is welcome to return the complete kit in unused condition for a refund.
  
  Kind Regards,
  
  D***** ********

• Initial Complaint

  11/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June4, I paid 859.99 to injectorsdirect.com for a set of 8 refurbished injectors on eBay. Their page shows 8 newly refurbished injectors with new coils on top. Leading you to believe these are new coils due to the color. After placing my order, I get a call from the company, injectors direct. This is not eBay policy to call customers without going through eBay. They stated I would need to leave a credit card on file with them until they received my old injectors they call a core. I willingly do so knowing that these injectors can be rebuilt in some cases. Knowing that my injectors were still functioning, but starting to get old. And shouldn’t be a problem to be used as cores. I’ve then have to pay out of my own pocket to have them shipped to injectors direct. At the same time, my injectors are shipped out from injectors, direct, and are on their way to me. All this time my truck is sitting in a repair shop taking up space. When I receive the injectors sent by injectors, direct. They hardly look refurbished, and the coils on top are mismatched colors from years even earlier than mine, as well as red spray paint, and serious chips out of the housing on the coils probably from handling improperly. Needless to say, I was very displeased with the quality. My mechanic, and I reluctantly installed them so my vehicle could leave the shop. Shortly after leaving the shop, the injectors fail. I expressed my concerns to injectors direct. They tell me they will refund if I’d like, however they have lost my original injectors in their inventory. Feeling like I’m being scammed I contact my bank and dispute the charge. Due to the fact that I had gotten injectors that were worse than the ones I had originally sent to injectors direct as Cores. Somehow they were able to get my 859.99 and make off with my fair condition injectors. Leaving me with a injectors made from old spare parts that were unusable, and nothing like the ones pictured on the eBay page. Still needing 8 injectors

  

  Business response

  12/01/2023

  As I explained, we repeatedly requested he return the merchandise for a full refund and he refused. He instead filed a dispute with Ebay as well as a charge-back with his credit card issuer.  Based on the facts both ebay as well as Mr. Braz's credit card company closed the disputes in our favor.

   

  Thank you,

  
  

  A*****

  Customer response

  12/12/2023

  This is a rebuttal to their answer
  Injectors, direct claims that if I send back the product that I was sent, they would happily issue a refund. However, injectors direct does not have my Injectors that were sent by me to them to avoid being charged double the original cost. As ive told them at injectors, direct. I would happily except a refund and my original injectors, back to resolve this matter. However, they no longer are in possession of my injectors. Because they have already sold them for a profit. Therefore, they cannot live up to their end of the deal. Because injectors direct is in possession of my old injectors Estimated value of $800+ my payment of $800 to them for rebuilt injectors. If I give the Injectors they sent back. They are still holding or sold for profit my injectors, valued at $800. This is how this company is scamming people out of money. As well as how can this company be trusted to send back my refund plus my old injectors valued at $800. Steve braz

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a set of remanufactured injectors for my truck and had the company put on a little bit bigger tip on them a few months after installing them I noticed my truck was very hard to start I thought so I pulled the injectors and called injectors direct and was told that the top they put on there was not the correct hp that I wanted so I called a very well known company that builds factory injections told them what I was running and they said that the tip injectors direct put on wasn’t going to be suitable for my application so I sent my injections to this other company and they told me every injector was bad they all have scaring on the main plunger and there is sings of rust mind you my entire fuel system was just replaced and I added in better filtration onto the system before I put the new injectors in and now injectors direct is telling me there is nothing they can do because a third party took them apart which they had to do to make sure they could handle what they had to do to them and to balance them all out and couldn’t because of all the damage inside the injectors that only had 4700 something miles on them and only 10 months old so I’m asking for a full refund due to poor quality of parts that injectors direct uses and to add something that I was told about the plungers which was all the scaring on them which indicates they were not truly rebuilt

  

  Business response

  01/19/2023

  On February 10th, 2022 Sean F******** sent InjectorsDirect.com his 6 used diesel fuel injectors for testing (which were not purchased from us). Three of his injectors failed testing, three passed testing.  A test report was emailed to Mr. F******** showing that his injectors had +50% nozzles installed at the time of testing. When the test results were provided to Mr. F********, he elected to purchase a set of remanufactured 04.5-07 5.9 Cummins fuel injectors with +30% nozzles. The nozzle, or "tip" of the fuel injector is what delivers fuel to the cylinder. By opting for oversized nozzles, the injector(s) will subsequently deliver additional fuel which in turn creates additional horsepower. Our remanufactured injectors are fully rebuilt in our facility in California. The injectors are rebuilt using brand new original equipment Bosch® components (valve, nozzle etc.) and are tested using Bosch® test equipment and Bosch® specifications and are backed by a two-year/unlimited mileage warranty. For our full warranty policy, please refer to our Limited Warranty.
  
  On March 2nd, 2022 Mr. F******** contacted InjectorsDirect.com stating that he was having issues installing his new injectors into his engine.  Although the issues he described did not sound like they were related to the injectors themselves, we requested that he return the injectors to us under warranty for evaluation to ensure they were within factory specifications. On March 3rd, 2022 Mr. F******** was sent a warranty request from via email along with a prepaid return shipping label.  To date Mr. F******** has still failed to reply to either email, return any parts for evaluation or participate in the warranty process in any way.
  
  On September 19th, 2022, Mr. F******** contacted InjectorsDirect.com with a new complaint of reduced fuel mileage. Again, at the time of purchase Mr. F******** elected to have modified +30% nozzles installed on the injectors he purchased. When delivering more fuel into the combustion chamber in order to achieve greater horsepower, miles per gallon fuel efficiency is reduced accordingly. The symptoms Mr. F******** described, were most likely normal based on the modified nozzles he purchased. Although the issues described did not appear to be a defect of the injectors, we once again requested that he return the injectors to us under warranty for cleaning and testing to ensure they were operating within specifications. Mr. F******** was once again sent a warranty request from via email on September 19th 2022 and was asked to complete and return it back to us. To date Mr. F******** has failed to reply to the email, return any parts for evaluation or participate in the warranty process in any way.
  
  After failing to participate in the warranty process on 2 separate occasions, Mr. F******** once again contacted InjectorsDirect.com on January 18th, 2023 regarding his outstanding "issues". Mr. F******** was belligerent with customer service representatives and demanded a full refund without returning the parts in question to us. Due to Mr. F********'s escalating behavior and aggressive language, his call was transferred to our customer service manager. Mr. F******** stated we "sold him junk injectors" and the "nozzles were not delivering 100 horsepower" as he desired. Mr. F******** was advised that the nozzles he had selected upon purchase (+30%) typically result in an increase of approximately 50 horsepower. Mr. F******** stated this is not what he read on "online diesel forums" (which have absolutely no bearing on this situation or the parts the he purchased from us). After reviewing all previous correspondence we can confirm no representative of InjectorsDirect.com ever advised Mr. F******** that the +30% nozzles he chose would add 100 horsepower to his vehicle. If he would have asked us this question prior to purchase we would have advised him that the information he read elsewhere online was not accurate.
  
  Mr. F******** then stated if we did not give him a refund he would report us to the Better Business Bureau "because he knows how that works". Mr. F******** said he knew if he filed a claim with the Better Business Bureau, "our lawyers would call him immediately begging to resolve this matter in the form of a full refund." Mr. F******** continued by stating he had taken the injectors to a third party in order to have larger nozzles put on to achieve the increased horsepower level he now desires. When the third party disassembled his injectors, they found signs of severe contamination within the injector, a fact which Mr. F******** admitted to us (and is also shown in the photos he uploaded in his complaint). Contamination including water, rust, dirt or other debris is most often introduced into the fuel system from an outside source, such as refueling at a gas station with poor fuel quality. Rust damage to internal components is a byproduct of water being introduced into the vehicle's fuel system. Due to our extensive cleaning, rebuilding & end of line testing processes we can say with 100% certainty that the injectors sent to Mr. F******** did not contain contamination or corroded internal components when they were originally shipped to him nearly 1 year ago.
  
  When Mr. F******** told us that he had a third party disassemble and modify the injectors, we advised him doing so voided our Limited Warranty. Direct excerpt from our Limited Warranty Policy- "What Does This Warranty Not Cover? This warranty does not cover damage to Products caused by contaminated fuel, improper installation, or any other outside influence. Also, disassembling or tampering with the Products voids this warranty." Regardless of these facts, we once again requested that Mr. F******** return the injectors to us for testing to see if 1) We can verify any manufacturer defects 2) To see if we can repair the damage caused by contaminants Mr. F********'s fuel system introduced into the injector.
  
  For a third time now Mr. F******** has refused to return his parts for evaluation or participate in the warranty process in any way.  We would appreciate an opportunity to assist Mr. F******** in resolving his issues, however his participation is the process would be required in order to do so.
  
  We have included documentation to support the facts outlined above, phone call recordings are also available if necessary.
  
  Please let us know if we can provide any additional information or assistance regarding this matter.

*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. ↩