ComplaintsforDiesel Pro Power, Inc.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered parts from this business over 2 weeks ago for a vessel with our nonprofit organization. We waited over a week for the parts but never received them. We could no longer wait for the shipment to arrive and had to leave the area. I has to get the parts from another locL dealer and canceled my order on March 1 because we had to leave the ate for work. I have called them about 5 or 6 times trying for resllolution and l still have not received a refund for the products and the company has not been helpful in providing a refund to my credit card. I just want my money back from products l did not receive. Thank you for any help you can provide.

  

  Business response

  03/23/2023

  Dear BBB representative.

  Thank you for your email and I apologize for the response time.  I would like to inform you the results of my investigation on the matter.  Attach you will find all of the back up data and also let you know how the customer can get a refund.

  1.- Customer Place order on 2/17/23 (friday) at 2:43 pm

  2.- Diesel Pro shipping the order on 2/17/23

  3.- Order was delivered on Monday at 10:57 AM and was signed at the front desk by ********************

  Our customer selected the ground shipping option and the earliest delivery was the next business day which was Monday.  I personally checked with my team and they do not recall receiving a phone call regarding a refund.  Had we received a call, we would have done the same tracking I just did and related the specific information.  This information would have giving our customer 3 options... 1.- to contact the front desk (******************) for the package that monday.  The second option would be to return the part to us for a refund which we would have been happen to process  or even a 3rd option if the customer had to leave which would be for us to send another order to the new location and have the initial order returned back to us for credit or refund.  In all cases, we are committed and continue to be committed to delivering what matter most to the customer in the way that serves the customer.

  On final note, if the customer would like to return the order for credit or refund, we can do it over the telephone by calling us at ************** or ************ (Ask for *****)  or the customer can go directly to ********************************************* and do it directly.  Please note that to issue a credit or refund, we must receive the products back within 30 days of invoice date.

  Thank you

  Diesel Pro Power
  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Water Pump from dieselpro.com on 11/5/22. I paid $1176.93 I received the box in the mail and the box was much smaller than expected. I opened the box and realized it was not the correct water pump. I contacted dieselpro (**** the owner) and I was told to return the Water Pump and emailed a RETURN REQUEST #****. I paid to ship the water pump back to them because they would not offer a label. **** tracking ********************** They received their part back on Dec 15th. I did not receive any contact from them so I decided to call them on Dec 19th. I spoke to **** and I was told they found my return and they would issue a refund. **** said that if I needed help finding the correct part that I could send him a picture text. He sent me a text message at 3:53 this day. I declined to send a picture and I just wanted a refund.Time passed and I did not receive my refund. I contacted **** on Jan 23rd and told him that I have not yet received a refund. He told me that it usually takes 2 weeks for a refund (seems strange) however it has already been over a month.I decided to ****** this company and look at their reviews when I realized they have a 1-star rating on Yelp and every single complaint is the same, they steal your money after a return. I think something needs to be done about predator companies like this. Please help me get a refund.thank you *******************

  

  Business response

  01/24/2023

  Thank you for the opportunity to respond to this complain.  

       This is the time line of events:
  
  
  - Customer placed the order on his own in the website, November 02, 2022, web order # 100055628
  - Customer received the pump on time together with invoice indicating the way to return parts

  - We received a pump on December 15, 2022 without any papers or ****ings that would indicate who was returning the pump and for what reason.  ******* did the customer call us to let us know that he was returning the pump.  

  - We have a procedure for returning parts that in on our invoice.  This gives both the customer and us a way to communicate an process refunds fast.  The invoice and notification also states that part can be returned no later than 30 days after the purchase.  This pump was received 13 days past the 30 days return policy.  The part is not eligible for return.

  - The customer contacted our sales representative on 1-20-23 and provided us with the **** tracking number and it was only then that we found that the pump belong to him.

  - We inspected the pump and found that in addition to the above, the pump is rusted as can be see in the pictures.

  - The customer was contacted and fully informed that the pump was rusted, returned after the legible returned period, and that had he given us a call or filled out the return on the website the situation would have been completely different.

  In summary

  a) Part returned after the 30 days return period (13 days later)
  

  b) Part returned without return authorization.
  c) Part returned without any document that we could allow us to match the product to the purchase
  d) Part returned was ***** and with **** of silicone

  g) Customer mentioned the following: 

  "I will contact my credit card company and let them know about this fraud.  If I dont receive my refund soon I will also make a complaint with the Secretary of State and BBB and ****** Reviews."

  The actions our customer has decide to take do not take into account his responsibility to contact us to help him.  A simple phone call within the 30 day return period would have resulted in a totally different result.  We are in the business of providing value through our people, processes and products and have been doing this for decades.  We truly wish that it had been otherwise.

  Thank you

   

  
  
  

  Customer response

  01/25/2023

   
  Complaint: 18889192
  
  I am rejecting this response because:

  Everything on this timeline response is a complete and deliberate lie by this business to defraud customers their customers.

  I was given a return authorization on December 6th 2022 after I called the company and told them I wanted to return the item.  I was told I would receive a refund several times now but I have not received anything.  I have the phone records to prove it and an email directly from the company with a REQUEST #**** (email from company attached)

  The company has their part that I never took out of the box and shipped back to them

  The company still has $1094.90 of my money

  I have been advised to file a police report today and I am in contact with 2 other clients that this company has defrauded.

  I am not the only customer they have lied to and stolen money from

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

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

  

  Business response

  01/25/2023

  The customer is misinterpreting the attached document he is referring to.  When customers buy rebuilt parts, we charge a core deposit which is an incentive for customers to send us the old pump that they are replacing with our rebuilt pump.  As you can see for the document attached.. in the description, it says it is the Deposit of the used pump that we would be refunding if the pump is rebuildable.

  Notice also that we clearly state in the upper part what we require to come with the used pump.  It is all there.

  The customer requested the Return Parts Form to return the old part and that what we sent him.  We expected to receive a package with the used pump to be inspected with the 3 requirements.  We never received it.  Instead he did something completely different so when a package comes without any indication of who it belongs to, our warehouse has no way to process it no to mentioned that the unidentifiable pump came rusted and with silicone which is an indication that the product would being prepared for installation.

  Regarding all of the written threats about contacting the police etc, we would be happy to show them how everything works and the documentation that we have attached in this an in the prior correspondence.

  Thank you

   

  Customer response

  01/26/2023

   
  Complaint: 18889192
  
  This is just more lies by the company to steal money.  Attached you will see a different correspondence where they sent me a picture of the used unit they sold me but now claim the condition has somehow changed? They have had this part back in their possession for over a month.  I did not remove this from the box they shipped it in.  The seller offered me a refund minus -20% restocking fee (which I told him I would accept) but I have still never received any refund at all.  Just more lies and deceit.

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

*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. ↩