Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refurbished VP 44 for my Dodge Pickup that I utilize for Hotshot Trucking. I received the pump in late July 2023. My mechanic attempted to install the pump in September 2023 but noticed the key kept falling out of the slot, something that he said was highly unusual. I contacted Pensacola and they said that this was normal. This is not normal; a loose key can cause timing issues or other damages to be done to the vehicle. Pensacola assured me that if anything happened the pump was fully covered by the warranty . My shop mechanic put the pump in the truck and it ran for slightly over 1 month before the Pump fail in the middle of Kentucky. After towing the truck back to Georgia, the fuel pump was removed and it was noticed that the key was cut in half. This was a shock because every step was taken to assure good installation (key was painted, a boroscope was used to visually see key in keyway slot, and everything was torqued to specification). Pensacola sent a refurbished pump to replace around December 2023, but the key was once again falling repeatedly out of the slot! Pensacola sent a return label around January 6, 2024 and received the pump the following week. A technician contacted me and said he could either send the pump off to Bosch to be serviced or send me a pump with a new key. I opted to get the pump sent off and returned back to me a few days later. I did not hear from Pensacola so I contacted them; they basically said the forgot about me, after lying initially, and apologized. I told them that I lost thousands of dollars in loads as a result of the truck not moving. The Technician then said that the “Bossman” is handling my fuel pump personally. I informed them that I did not want them to ship the old pump back to me; the technician mentioned again that I should not worry and that the “Bossman” was on top of it. A couple of days later I received the damaged pump in the mail. These guys are charlatans and cons.

  Business Response

  Date: 02/20/2024

  Customer installed pump incorrectly damaging the keyway & the pump shaft. We shipped this pump to a bosch authorized rebuilder (midwest fuel injection) who denied his warranty due to improper installation. There was no original complaint & customer did not want to pay for the pump to be repaired so it was returned to him 'as is' per his request even after telling him the pump would not work with this much damage which was caused during the original installation.

  Customer Answer

  Date: 02/20/2024

  
  Complaint: 21314440
  
  I am rejecting this response because:

  I never told Pensacola Fuel Injection to send a non working unit to my address.  I told Pensacola Fuel Injection that the original pump was faulty or slot  was damaged not holding key.  I am rejecting this response.
  
  Sincerely,
  
  Tiran *****

  Business Response

  Date: 02/21/2024

  We will accept your pump as a core knowing that it has been damaged & typically would not be an acceptable core to return.

  Customer Answer

  Date: 02/23/2024

  
  Complaint: 21314440
  
  I am rejecting this response because:

  Pensacola Fuel Injection accepted my warranty claim.  The made repairs to the pump and damaged the key seat attempting to repair the Fuel Pump.  Since Pensacola Fuel Injection damaged the key seat making the warranty repair, the replacement key will not seat properly.  The key way might of been smashed but Pensacola fuel injection damaged the seat when they attempted to repair the Fuel Pump, now the pump is worthless and I am out thousands of dollars due to their negligence and poor communication.  Pensacola Fuel Injection is refusing to acknowledge that they forgot to contact me for over a month, to let me know the status of the Fuel Pump; this caused a huge loss of income due to the truck waiting on the warrantied pump.

  
  Sincerely,
  
  Tiran *****

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a set of Injectors from this company, My mechanic installed them once received and a week later Solenoid on Injector 7 went bad and my mechanic had to go back in and remove Solenoid, We contacted Pensacola and they sent 3 Solenoids to try to fix the problem. Selenoid was replaced and truck seemed to be fine until 3 weeks ago when it started smoking like crazy. Ended up taking it back to the shop and turned out that all 4 Injectors 1; 3; 5; and seven are completely open and stuck therefore the white smoke. Pensacola Injectors does not stand being there parts and they sell defective equipment. This will be the 3rd time I will be paying my mechanic for labor due to the quality of the parts they sell. All I want is my money back so I can buy the original ford injectors and get this truck back on the road. Spoke with Steven and he told me that he will not refund me my money. They will not pay for labor even though its there fault. Steven wants me to send him all 8 injectors and will not send a UPS slip for shipment. At this point I am done doing any type of business with this company and will like my money refunded back.

  Business Response

  Date: 10/31/2023

  Here is the conversation with this unreasonable customer at 8:16am Oct 30th  --   No refund will be considered until parts are returned.
  

  Customer called in cussing and calling us crooks saying we are a scam and our products are garbage. He says he now has 4 inj's that are bad on the same bank. I tried to help him with multiple options. I told him a complete bank could be the IDM. He wasn't having it. I told him that we had warrantied 3 inj's already so all 8 must come back to us to be repaired or replaced under warranty. He said he was not sending us anything back and demanded I send him all 8 new inj's or send him his money back for a full refund. I told him he could send all 8 inj's back and we would look at a refund based on a 08 month purchase and prorate the refund. He said no. He said send me a label to send them back and a check for his labor and I said no. I told him until he send us the inj's back I can't help him in any way regarding a refund. He finally told be we were selling crap, he would destroy us on social media and on google, and then to FO and hung up.

  Customer Answer

  Date: 10/31/2023

  
  Complaint: 20798984
  
  I am rejecting this response because:
  

  First, I did not call and cussed!! These are a bunch of Lies. 

  This is not a bad IDM, It's been replaced twice already. 

  3 Injectors were never warrantied it was 1 solenoid that was bad the first issue I had. 

  I never demanded for 8 Injectors to be sent to me, I said send me 4 Injectors and I will send you the 4 cores after they are replaced. 

  I asked you to send me my original Cores back and I would send you the garbage you sent me back and I will expect a full refund. 

  This is the second time I'll be charged for labor because of your defective parts, At this point labor is costing me more then the parts I bought from you. 

  I regret doing business with this company and I refuse to do any type of business going forward. 

  I expect a full refund. 
  Sincerely,
  
  Richard ******

  Business Response

  Date: 10/31/2023

  Return parts & we will inspect for possible warranty or refund.

  Customer Answer

  Date: 10/31/2023

  
  Complaint: 20798984
  
  I am rejecting this response because:
  

  No, I dont trust your products or parts! Return my original cores with my money and I will send your cores back. 

  I'm in the process of buying Injectors from a real company. 

  At this point I'm back to square one with a broken truck minus the money I've had to pay for labor. 

  Sincerely,
  
  Richard ******

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company sells products that are rebuilt by them... When they don't work there response is send them back.... But they won't send back your originals .. Just absolutely refuse to.... To replace the bad injectors they sent to me , as of today 4 of the 8 I purchased are ... I find it unrealistic for me to send what I paid them 1000 dollars for in advance back so they can a have second chance. I also do not trust them at this point.. The truck was sent to a mechanic as I am concerned of what their responses are and have been. If you look at the owners responses here to date you will see the attitude... He has even sent threatening emails to me

  Business Response

  Date: 04/28/2023

  We have a warranty issue with this customer & he will not follow the warranty policy , we have the same policy as every auto parts business .... We have offered this customer a full refund if he will return the parts 

• Initial Complaint

  Date:11/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/10/22 I purchased a 7.3L super kit #3076 from Pensacola diesel for $2299.95 and when the mechanic started working on my truck he noticed one of the gaskets were damaged. I contacted Pensacola diesel and they agreed that the mechanic could purchase a new gasket and for me to include the damaged one along with the receipt and they would refund my money. The mechanic purchased a new one for $96.99 as noted on the receipt but Pensacola diesel only refunded me for their discounted price of $59.66. A difference of $37.33. I contacted Pensacola diesel again and explained to them that they should fund the cost of the replacement gasket not their discounted price and was refused. Why should I have to assume the additional cost when I should have received good parts to begin with and this would not have been an issue. I know they have wholesale cost for parts but I don’t and they want me to suffer the loss. Attached are the receipts.

  Business Response

  Date: 11/07/2022

  Our warranty is for parts only , we could have sent a replacement that would have been to MS in 1 day , if we issue a refund it is for what you paid us & we issued that in full.    We do not offer a replacement cost refund from wherever you choose to buy from …

  Customer Answer

  Date: 11/08/2022

  
  Complaint: 18360424
  
  I am rejecting this response because:
  I called them when I discovered the defective part and was told to get another gasket and return the defective one along with a receipt and they would refund me for it. I did what they asked and only received credit for their cost. The truck was being worked on by the mechanic when discovered and he couldn’t leave it in his shop while waiting on parts without additional cost to me. That is why I called Pensacola diesel and asked. Why should I have to suffer additional cost for their mistakes. I deserved to get good quality parts and I did not and they want me to pay for it. That’s just wrong and poor management. Please do not accept their response. 
  Sincerely,
  
  William *******

  Business Response

  Date: 11/08/2022

  We did not refund our cost on the part , we refunded what you paid us for the part…we didn’t intentionally sell you a defective part but it does happen , even new parts are bad out of the box sometimes, even the manufacturers are not perfect, I can’t believe your mechanic would not wait a day …. Your asking us to give you more than you paid us & we can’t do that & no business does that…

  Customer Answer

  Date: 11/09/2022

  
  Complaint: 18360424
  
  I am rejecting this response because: I was told by an employee when I called to buy a part and I would be refunded if I returned the part and a receipt. Why did you need a receipt if you were only going to refund me your price? Also the mechanic did not have an appointment for me until a week later which means my truck would just sit there and I have nothing to drive because you sent me a defective part. You should have better quality control inspections on the parts you ship to eliminate these issues. For me to have to absorb extra cost for your poor business practices is just wrong. Plain and simply WRONG! Put yourself in my shoes and if it would be acceptable to you the forget it. 
  
  Sincerely,
  
  William *******

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not do business with them! Purchased a 6.7 Cummins VGT Turbo from Pensacola Fuel Injection for $1129.00 with a $750 core charge. The turbo arrived and upon installation it was discovered that the actuator would not calibrate, the turbo veins moved hard, that the alignment hole was full of crud. The rebuild on the turbo was garbage. I pulled the turbo back off (6 hr job) and called for a return. At first they tried to tell me I had to pay for shipping to send this junk turbo back, but finally the said they would cover shipping and emailed me a label. I had to repackage and return with my own packing materials since I has already sent the core in. September 19, 2022 I get a refund of $1003.00. I call sept 20, the representative tells me that they didn't make any money on this deal, and the deduction was charging me shipping 4 ways. I got no assurance they would make it right, he even said that "he couldn't promise me anything." Disgusting

  Business Response

  Date: 09/20/2022

  Contact Name and Title: P. *******
  Contact Phone: ************
  Contact Email: **********************
  Sorry for the issues, I will take a look at this ..

  Business Response

  Date: 09/20/2022

  Balance will be refunded today , again sorry for the issue with Turbo

  Customer Answer

  Date: 09/21/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the refund. Please do not do business in this way with future customers. Thanks