ComplaintsforATS Diesel Performance

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transmission has no reverse and no fluid pressure. ATS Diesel told me to remove it and send it to them for repairs. This problem occurred on Dec. 26 2023 in my driveway.

  

  Business response

  01/02/2024

  Transmission was purchased 5/12/2022  Transmission has been diaganosed and does in fact need to be replaced ,   *************** was given 2 options 1) send his unit back for repiar or 2) *** could ship a unit unfront but customer would have to pay for it upfront and when the defective unit is returned he would be refunded the amount charged to his card , This is a standard pratice industry wide,  no one will send out a high value product for no charge  . *************** did not agree to these options and began his process of slandering *** for follwoing our warranty process . . As per the *** warranty PARTS are covered under warranty  for the 5 year ******* mile warranty Labor and shipping are the customers responsibilty , We have requested the customer contact us to discuss this further multiple times via email and Phone and no repsonse , Customer needs to contact *** **********************  at ************** option 4 ASAP  the longer he waits to contact *** the longer he will be without his vehicle . 

  

  Business response

  01/02/2024

  Transmission was purchased 5/12/2022  Transmission has been diagnosed and does in fact need to be replaced ,   *************** was given 2 options 1) send his unit back for repair or 2) *** could ship a unit upfront but customer would have to pay for it upfront and when the defective unit is returned he would be refunded the amount charged to his card , This is a standard practice industry wide,  no one will send out a high value product for no charge  . *************** did not agree to these options and began his process of slandering *** for following our warranty process . . As per the *** warranty PARTS are covered under warranty  for the 5 year ******* mile warranty Labor and shipping are the customers responsibility , We have requested the customer contact us to discuss this further multiple times via email and Phone and no response , Customer needs to contact *** **********************  at ************** option 4 ASAP  the longer he waits to contact *** the longer he will be without his vehicle . 

  Customer response

  01/02/2024

   
  Complaint: 21074650
  
  I am rejecting this response because: I already paid for my bad transmission to be removed and replaced with the New *** transmission less than 13k miles ago. This cost was extremely high and is NOT AFFORDABLE FOR ME NOW. As my truck is a heavy duty 4x4. Est. Cost is around $4,000. The downtime of the truck will be 4-8 weeks, the risk of the truck suffering damage and theft is Great. 

  To Do business with *** Diesel, and get this transmission everyone must initial a warranty contract that basically takes away all rights for the customer to even get the warranty.  

  Yes I warn people on social media about this and I will continue to do this because EVERYONE that is in my position needs to know ALL the facts. I am prepared to share everything with anyone that asks me. My livelihood is now in Jeopardy as I have no work vehicle.  

  I was extremely confident in the *** product and as I did my research and needed a new transmission, I selected them as my builder. I needed a tough, strong, wel built transmission with a warranty,  but I was extremely confident that as I had EXTRA insurances put in at the same time such as a larger aftermarket transmission cooler and a remote spin,- on filter, that this warranty would be unnecessary Ultimately.  I was very wrong. The transmission didn't even make it to the FIRST SERVICE INTERVAL. 20K miles.  As this malfunction occurred in my driveway and I was able to get truck to my carport, I have no towing cost and the truck is safe and secure.  The transmission was not toasted and did not overheat at anytime.  It was perfect until it wasn't.  I simply shifted to reverse and it wasn't there. I  immediately called *** DIESEL for advice and guidance.  ***************** stated to me, 

  "Remove the transmission and ****************** and send it to us, we have at least a 4 week turnaround time. " 

  Or "Pay, for a new transmission on the shelf $8k dollars, and we, *** DIESEL, will ship it to you now as you remove your old one and send it in. And we will refund you later." 

  I will naturally assume that they will receive my transmission and determine how it failed, why it failed and decide on a refund.  

  As I will receive the new transmission. Flush the cooler lines,  Install it, and a new torque converter,  top up fluids,  install the transfer case, install the drive lines, install the stock 4" exhaust system,  and all the linkage and wiring.  Top up the fluid as this is not cheap, pressure check and test the transmission and test drive it as per *** protocol. Only to have the transmission FAIL AGAIN, AND DO IT AGAIN....AND AGAIN....

  *** Diesel is welcome to come to my home and see my situation and how I drive and what I am towing and talk to everyone I know about how I drive and what I am doing with my truck. ANYTIME.  

  As I see it there is NO possibility of a good outcome.  

  I know that *** DIESEL will not help me. They put it in the warranty that you are responsible for everything and they are only responsible for parts. 

  My objective and obvious desire is to get my truck running again as fast as possible.  I know this will not happen as I made a huge mistake trusting *** Diesel.  

  I  am 60 years old. I have NO LIFT for my truck and not the proper equipment or tools for this. I must take the truck to a mechanic shop. As my truck doesn't drive now, I'm left with a worthless truck and no way to work.  

  Happy new year 

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

  Customer response

  01/02/2024

  Hello. I really appreciate everyone's help with this matter. I am in negotiations with ATS DIESEL now for a mutually agreed path forward.  I am willing to talk with them directly.  I just need my truck fixed and driving.  Fast. ATS Diesel is requested that I cancel this arbitration to proceed forward in good faith. 

  Please cancel my request for arbitration.

  Thank you. 

  **********************;

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed the original complaint last year and still have no response. Status says answered but no one has reached out to me. Here is the original complaint Roughly 3.5 years ago I purchased a transmission from ATS Diesel that came with a warranty as of now they have sent 13 transmissions that have all failed to work. After the 4th one I asked for my money back and they refused. And just kept sending transmissions that would break before I would even get my truck back from the shop it was at. The warranty manager **** is always extremely rude and now says Im out of my warranty. I really dont understand how I could be out of my warranty when they havent provided me with a transmission that actually worked. When I asked what my options were he told me to submit an email and the board would review it and get back to me so I did and got no response so I called and he said he would resubmit it. Still no response. This is ridiculous.My truck is still in the driveway with the last broken transmission sent to me by ATS. Picked it up from Coys after it was installed and didnt even make it home had to get it towed. It would be nice if i could get some kind of response.

  

  Business response

  07/14/2023

  Good Morning 

  Your Complaint last year was responded to and never got a responce and was closed by the BBB , Menawhile during that time *************** tried to contact you multiple times and left you messages to return his call , As of today *************** has not got a responce from you . Please feel free to email him directly at *********************************** so you can set up a time to discuss the issues .

   

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a transmission in January for my Jeep. Since then they have sent me 3 transmissions that I haven't made it **************************************** stranded and had to have it towed back to the dealership 2 times now. My Jeep has been down for 6 months now. I called and asked what I would need to do to just get a refund and go to a business that would be able to provide me with a working transmission. They said they couldn't issue me a refund because the transmission had already been installed, but could not tell me how I, the consumer, am supposed to test a transmission without installing it in the vehicle.

  

  Business response

  05/26/2023

  I apologize for the ***** , I have reviewd  *************** file and he had many issues  . We generally do not due refunds on installed products but with this casewe can do a refund for *************** . In order for this to happen i will need al of our products back in order to refund . We wil find a good transmission core to send back to *************** sometime next week . The refund will be the excat dollar amount minus the core charge *************** paid ATS originally in the amount of $3817.12

  Customer response

  05/26/2023

   
  Complaint: 20061683
  
  I am rejecting this response because: It doesn't reimburse for the 2 times I had to have a junk transmission pulled and 2 times I had a junk transmission installed. Also, doesn't account for both tow bills or me being without a vehicle for 6 months 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i order a transmission package o 12/22/22 and they told me 4-6 wks and **** the sales man gave me a date 2/20/23. here i am spend money on a rental to ***** a ****lb machine and tools to work. i call **** last week and the week before. he tells me his going to check on it and he will call me back but he and im still waiting for his call for the third time. i just need my money back so ican fix my working truck

  

  Business response

  03/13/2023

  Good Morning 

   

  We Spoke with *********** this morning  and let him know that his order was completed on friday and will be  ready to ship today 3/13/23 , Customer was happy . 

  Customer response

  03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ats disiel call me monday at noon not friday and yes they did say they were going to send it that day monday but its still not here and i don't know what or if they send it 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roughly 3.5 years ago I purchased a transmission from ATS Diesel that came with a warranty as of now they have sent 13 transmissions that have all failed to work. After the 4th one I asked for my money back and they refused. And just kept sending transmissions that would break before I would even get my truck back from the shop it was at. The warranty manager **** is always extremely rude and now says Im out of my warranty. I really dont understand how I could be out of my warranty when they havent provided me with a transmission that actually worked. When I asked what my options were he told me to submit an email and the board would review it and get back to me so I did and got no response so I called and he said he would resubmit it. Still no response. This is ridiculous.

  

  Business response

  09/08/2022

  This has been forwarded to the owner , He will be reaching out shortly to Mr ***********

• Initial Complaint

  06/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a *** deep transmission pan and a billet filter s**** from seller on 04/22. Products arrived on 04/29. Upon opening the box I noticed the billet filter s**** was not present. Inside the box was a set of billet transmission accumulator and a transmission pan. I contacted *** and had the billet filter s**** shipped to me and returned the accumulators. *** paid for shipping both ways. On 05/24 I took my truck to a local dealer to complete a transmission service and to have the *** transmission pan installed. Dealer contacted me later in the day and informed me it was the incorrect pan for my truck as the bolt holes on the pan did not match up to my truck. I re-verified the order and I indeed ordered the correct part for my truck. I contacted *** to return the transmission pan as I do not want to pay for another transmission service. Remember, I was sent the wrong transmission pan. Seller will not pay for return shipping and wants me to pay for shipping out of my pocket even through they sent me the wrong parts.

  

  Business response

  06/16/2022

  ***************** Contacted ATS diesel in regards to a pan that would not fit his application , The pan was not the wrong one but a pan that was possibly not machined correctly by the manufacture we use to produce those , He was given the option of returning the pan or exchanging the pan , **** chose to return, A RMA # was created and given to him to send the defective  pan back for a refund , He was not happy that he had to pay shipping  to send it back after a few conversations our ******************* agreed to cover the return shipping and was emailed a return label last night 6/15/22 , 

  Customer response

  06/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I need to cancel the complaint I filed yesterday.  I informed ATS Diesel that I filed a complaint with The BBB and they immediately changed their time and agreed to provide return shipping.  I do not have a fax machine nor do I have a copy of the complaint I filed.  I can stop by the office in **** if you would like.
  
  Thanks,
  
  *********************
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a turbo for my truck in April 2020, which was installed, with a 5 year 500K warranty. I drove the truck for about 22K miles, and the turbo failed. The vendor said "It's not JUST the EGT's. The broken shaft is from over-speeding and surging. The EGTs point to more of an over-speed condition, with surging tendencies. This caused the oiling plate to be extremely worn which in turn caused the blocked oil passages. The blocked oil passages lead to the eventual failure of the turbo." I had my mechanic take a look, and they said its BS what ATS is holding their hat on, and would be very hard to prove what they claim. Bottom line is i drove the truck for 1 year, and put 22K miles on it, and the parts failed. warranty claim number is *******

  

  Business response

  12/23/2021

  When the turbo arrived at ATS and was dissembled the above notes is exactly what was found upon inspection , ATS has nothing to hide or hang our hat on in fact we went as far as to send the customer pictures of the damage ,  Shaft breakage is a non warrantable issue not only with ATS but industry wide as well , There are many things that could cause the surge, fueling issue , dumping of the throttle on deceleration and causing a stall on the shaft,  we would be more than willing to help diagnose the issue once the vehicle is up and running again . We did offer MR ********** a new replacement turbo for a discounted price  of $1574.99 . We would be willing to give MR ********** the turbo for half price of the retail cost of $1918.35 , His cost would be $959.00 for a brand new turbo , Again this is non warrantable issue 

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