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:12/27/2023

  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.

  Purchased manifold from ****** Superstore for $395.95 on October 19th 2023. The exhaust manifold was a manufacturer defect. I have sent pictures. The company did say they would refund or exchange. Once I asked for the refund I have not received any communication back. I had to purchase from another company because I was going on a trip and here I am months later and no refund d in side for this product that is defective.

  Business Response

  Date: 01/22/2024

  Customer placed order for an exhaust manifold via our website on 10/18/23 at 10:53pm est. for a total of $395.95.The order was processed and shipped out the next business day directly from our supplier to the customer. The unit was delivered via ***** on 10/24/23.

  Customer reached out to us on 12/6/23 stating that the unit had a flaw in it and that it was no longer needed. We reached out to our supplier letting them know of the issue and we were advised that due to the issue being reported more than 30 days after the unit had been delivered, it was no longer able to be returned. Our only option was to offer him an exchange via warranty.

  The warranty process was started,and the customer has shipped out the original unit for inspection and replacement. We are waiting for the unit to be received.

  It is the customers responsibility to inspect and report issues with items received in a timely manner so that issues like this can be resolved. Unfortunately, that was not the case with this order and the only option we are left with is getting the customer a warranty replacement.

  We continue to work with the customer and supplier on this so that the customer has a functional unit.

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair 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 an injector set from this company, $600.00 core charge. One of the 6 injectors were defective. Opened and sent a warranty return. Returned the 6 injectors, including the one defective injector. It was determined by Dale's Super Store to be defective and a credit back to my debit card for the cost of one injector was issued. I have also received the $158.32 for the defective injector.It cost me a towing bill, $100.00 to have my used injector reinstalled, $50.00 for diagnostic testing, and $40.00 for a new fuel tube (necessary because they are a one-time use item). I originally paid $949.00 for the set of injectors and tubes, $600.00 core charge, and return freight. Had the one injector not been defective, I would not have incurred the additional $190.00 I am asking to be returned to me.

  Business Response

  Date: 12/27/2023

  The correct amount has been refunded for one failed injector. The customer is seeking compensation for additional costs not covered under the warranty. We contacted the customer and offered a $50 courtesy refund, but they declined. Please see the link to our warranty policy below.

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

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21036460
  
  I am rejecting this response because:  there needs to be accountability for parts that fail.  Had the part not been defective, I would not have incurred the additional costs associated with it.  There seems to be an ongoing problem with ONE injector out of a set being defective, yet the company continues to sell them.  In that respect, they are actually bringing more dissatisfied customers, all the while profiting in the overall sales.  Like the famous company who continues to sell coffee that is hot enough to cause injury to the customers, yet settles a lawsuit  here and there, still making more profit from the main base of customers.  Had I read the complaints already on file for this company, I would never have purchased from them in the first place.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/01/2024

  Our warranty policy is in line with industry standards. Warranty on the part only covers that part itself. Nothing is reimbursed as far as labor or time or additional compensation requests due to warrantied items. Customer made purchase from our website with full knowledge of the warranty policy as it is listed on our website and he had to acknowledge our terms and conditions when he checked out. While we regret that the customer had the issue with the unit in the first place, we made a good will offer of $50 for his troubles. This was something we offered to come out of our pocket. Our supplier and the manufacturer offered no additional reimbursement to us.

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21036460
  
  I am rejecting this response because: it seems to me that if they are offering $50.00 as compensation for time and money out of my pocket because of their defective part, (again, numerous complaints of ONE injector being faulty) that they are accepting responsibility no matter what their "policy" is or was at the point of purchase.  Another thing is that NOTHING concerning any type of product claim is ever shown until there is a problem.  Also, in 17 attempts to talk to a live person, (you get put on hold and at exactly 3 minutes you get a "leave a message" and we'll get back to you, THAT NEVER happened until they tried to buy me off with $50.00) I was only able to talk to ONE person and he wasn't from the department I was trying to contact.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/06/2023

  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.

  Ordered an actuator from the company. Arrived in a timely manner but was faulty. Sent the item back for a warrantied replacement October 30th. The company refuses to issue a new part or communicate with us via email or phone with updates regarding the warranty replacement or even refund. They have refused to return communication for an entire month. We just want a refund at this point and nobody will return our calls or emails. I would NOT reccommend doing business with this company AT ALL!

  Business Response

  Date: 01/01/2024

  Customer Name: *******************
  ******************** ID: ********
  Customer Order Number: *******
  Response to Customer Statement:
  Customer placed order via website on 10/11/23 for a remanufactured turbo actuator for a 13+ ******************** 4034309H.The order was processed the next day and shipped out with tracking ************ and the customer received the unit on 10/17/23.
  Customer filled out warranty form on 10/23/23 stating that installed part put truck into a regen and failed regen halfway through and threw codes ****, ****, 1894
  The information was forwarded to the manufacturer on 10/25/23. There were multiple exchanges with our rep and the manufacturer which caused unnecessary delays.
  We got the *** to send the unit in for warranty on 12/8/23 and the information was forwarded to the customer. The unit was received by the manufacturer on 12/15/23 and we have not had any update on this as of yet.
  We are reaching out to our rep today, 1/1/24, to get an update on this warranty issue so we can get the customer taken care of.

• Initial Complaint

  Date:11/29/2023

  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.

  I'm a mechanic and I purchased an injection pump for a **** Hummer from Dale's Super Store (using customer funds) on 10/31/2023. I chose ****** because they offered 24 hour turn around and showed to have the pump I needed in stock. The pump was $499, and you had to pay an additional $300 "core fee" which was refundable when you sent an old pump in. After not hearing anything for several days, I reached out to them, always getting a voice mail with a promise of a call back, which never happened. About a week later, I finally got someone on the phone and they told me they didn't have the correct pump available, but assured me that they would get the original pump (which I needed to send in now) fixed AND refund the core fee. I sent the customer's pump, with all of the special brackets and attachments for THIS vehichle, to them on the 7th of November. Again, didn't hear anything. Again, reached out repeatedly and even had my customer call. Finally, they sent a pump. The WRONG pump. After multiple additional calls, emails and my customer calling, they have supposedly located MY CUSTOMER's pump, and it is supposedly fixed. They promised to send it to me immediately, said I would have a tracking # by last Friday and the pump should be here by Wednesday. No tracking #, no pump, and now they say they want their WRONG pump back BEFORE they will send my customer's (which was not mentioned before). They have the $499 for the pump repair, AND the core fee of $300 which was supposed to be refunded upon receipt of the pump I sent in. They have my customer's pump, which I need. I don't feel that we should send in their WRONG pump until we receive my customer's pump back, as they hold all the money and all the cards at this point. I would greatly appreciate any help the BBB can be. My customer will send back their pump AFTER we receive hers AND the core fee is returned. I have had her vehichle now for a MONTH when they offered 24 hour shipping!

  Business Response

  Date: 12/18/2023

  Customer Name: *************************
  ******************** ID: ********
  Customer Order Number: *******
  
  Response to Customer Statement:
  Customer placed order via website on 10/31/23 for a remanufactured DB2 Injection Pump for a 6.2L Military CUCV.Order total was $799 which included a refundable $300 core charge.
  Customer was notified 11/1/23 via email that additional information was needed to process this order. Once the customer confirmed the additional information, he was informed that the only option for this unit would be to rebuild the core as there are no buildable cores available for this specialized vehicle.
  Customer was sent a label to get the core in to be rebuilt on 11/2/23 and that unit was received by our supplier on 11/7/23.
  Our supplier received the unit and sent out the replacement via *** on 11/13/23 and it was received by the customer on 11/15/23.
  The customer left a voicemail on the day that the pump was received letting us know that he received a different pump than what was sent out. This is the same day that the customer filed a dispute with PayPal for the transaction.
  Photos of what the customer received were requested and supplied on 11/22/23. That information was relayed to our supplier, and they responded telling us that they had a mix-up on their end and somehow had two pumps labeled with the customers information and the wrong one was sent out. They told us that they needed the incorrectly shipped pump back to them before they could send out the other pump.
  Somewhere along the line, the owner of the vehicle (our customers customer) started reaching out to us and we were in communication with her on the issue as well.
  On 11/24/23, the day after Thanksgiving, a return label was sent to both the customer and their customer to get the pump back to our supplier so that they can get them exchanged. They did not want to let the pump out of their possession and demanded that we send out the correct pump first and that they would send the incorrect pump back once they received the correct on. We worked with them, knowing they had already filed a dispute with the merchant, to try to get this resolved as quickly as possible for them. We came to an agreement with the customers customer (who was in possession of the pump) to bring it to ***** so they could scan it in, and we would have the other pump released.
  The incorrect pump was scanned in by ***** on 12/1/23 and the correct up was released and shipped via ***. The correct pump was received by the customer on 12/5/23.
  The dispute was found in favor of the customer. They have received the correct pump, and we have been billed for the repair by our supplier. We are currently unpaid for this order and neither our customer nor his customer has been in touch with us since they received delivery.
  

• Initial Complaint

  Date:10/11/2023

  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.

  We bought a fuel pump on march 23rd 2023 order number *******. Sent back the fuel pump and followed all instructions on there core return process. Have tried for months to get ahold of this business. Multiple calls and emails. No one will reach back. Payed for a core and have not yet received the core credit.

  Business Response

  Date: 11/01/2023

  We have been in contact with this customer and have issued his refund via check to the address the the customer requested the check to be mailed to. The check number is VV472 and if the customer has not yet received it, he should be receiving it shortly. 

  Customer Answer

  Date: 11/10/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair 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.

  I was on vacation in the Four Corners area when I had issues with my F250. I located a diesel mechanic who would work on my truck in a timely manner. What he found was that the Catalytic Converter (***) needs to be replaced. So, he ordered the *** from Dales Super Store, and installed it at a cost of $4,513.56, on June 7th. I picked up my truck, loaded the travel trailer and headed home to ****************. On the way home approximately 200 miles (4 hrs.) highway miles the check engine light comes on I make an appointment with a BBB accredited auto service shop on June 12th, they inform me the check engine light is the *** needs to be replaced, I explain to them that this refurbish ***, from Dales Super store, so they reflash PCM, clear codes, and reset regenerative filter timers, at a cost of $624.77, Im test driving the truck, and approximately 200 miles check engine light comes on On 7/4/23 I called the diesel mechanic in ******, **. about a warranty for the Dales *** he forwards the info from Dales to me to fill out and turn in to Dales because Im in ****************, using ************ shops in ****************, and hes in ******. On 7/6/23 I emailed the filled-out warranty back to Dales, waiting, nothing they dont return my phone calls On 7/14/23 I made an appointment with the ************ shop for a second opinion, and they confirm that the Dales *** needs to be replaced.On 7/17/23 I emailed Dales and said that I need some answers to move forward with my truck. Dales responded on 7/20/23, We will follow up with supplier to get me answers shortly. No news for 2 weeks. So, I needed my truck I move forward with **** to replace the *** at a cost of $6,425.00.I believe that Dales Super store intentionally dragged their feet by not responding or communicating in a timely manner so I would make this decision. On 8/8/23 (its been 2 months now) Dales Store emailed me, stating that I need to go through the diesel mechanic in ******. They should have informed me when I turned in the warranty, but no In addition, they are telling me that I needed to return the core *** to them. That would have been an additional $600.00 plus. Even though I have two BBB accredited Auto Shop telling me that Dales *** is bad. Dales Super Store denies any wrongdoing

  Business Response

  Date: 08/16/2023

  Customer Name: *************************
  ******************** ID: ********
  Customer Order Number: *******
  
  Response to Customer Statement:
  It should be noted in the beginning that the person who filed this complaint is not our customer. The order in the complaint is ******* and was placed by the business who did the work for ***************. This order was placed on May 23rd, 2023 for a total of $3699.00,which included a refundable $700 core charge that was refunded to our customer on June 27th, 2023.

  
  On Thursday July 6th 2023, **************** reached out to us to start the warranty process He was sent an email to get that process started. On Monday July 10th our warranty manager forwarded the information over to our supplier and reached out to the email address of our customer to request more information. Regrettably, *************** didnt include his email address on the warranty form, so this communication was sent to our customer and not to *****************

  
  On July 17th 2023 *************** sent an email in to check the status of the warranty claim. We reached out back out to our supplier for an update on how they wanted to proceed. *************** included an invoice from Honest ********************* and our warranty manager reviewed this with our supplier. Our supplier had some additional questions after reviewing the invoice and we reached out to **************** on August 8th, 2023. **************** responded to this email with the additional information and also provided an invoice from ********************** for a DPF replacement.He also stated he used our unit, the one he wanted to get resolved with a warranty claim, as the core for the unit that he purchased from ***********************

  
  On August 4th 2023 we notified **************** that even though our warranty is non-transferable and only valid for the original purchaser, we tried to get this resolved on his behalf. Unfortunately,the unit that was purchased from us is not able to be returned for warranty inspection and processing because he used it as a core through a different shop. Without the original item, we cannot provide any warranty support. *************** essentially sold our unit to ********************** for $500 and is trying to get a refund for a unit he no longer has.

  
  This was an unfortunate circumstance where we tried to help; where we went beyond our stated Warranty Policy to try to get resolution but were unable to get it for *****************

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20448656
  
  I am rejecting this response because: This response is BS, on my initial phone call to start the Warranty Ticket I gave them my home phone, mobile phone, and email...

  I stated that I am the Owner of the Truck, and ******* Auto, ordered the part and did the work, (but I Paid for It, all said and done ~ $5000.00), and notified ****** that I would contact them to start the warranty process. I explained to them that this all happen on my vacation, and I would be handling this now that I was home in ****************...

  Again, I paid for ****** defective Catalytic Converter, according to 2 BBB accredited repair shops, received minimum response from ****** just delaying...Forcing me to make a decision that they could use to deny my warranty claim... 

  What ****** is saying is I should buy back a defective Catalytic Converter for $500 and pay for shipping it back to them... when I Could not get a timely response from them...I'm a senior citizen on a fixed income...I would like ****** to own up to it...

   

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

  Business Response

  Date: 08/29/2023

  Response to Complaint 20448656
  Again, it should be noted that *************** is not our customer. **************** purchased a product/service from someone who purchased our product. This makes **************** the customer of someone else.

  **************** wished to process a warranty claim on an item that he no longer has. Our warranty policy, available at *********************************************************************** describes that 1) coverage is valid only for the original purchaser.This warranty is not transferable, and 2) that you will need to send the product back to us for testing and warranty consideration. This information is readily available on our website.

  Unfortunately, **************** made a decision to use our unit as a core for another unit he purchased somewhere else. Since the unit that came from Dales Super Store is not available to be sent in for warranty testing, there is nothing for us to review.

  Customer Answer

  Date: 09/03/2023

   
  Complaint: 20448656
  
  I am rejecting this response because:

   Dales super store is not taking any accountability in this issue, and its very frustrating
  When I started the warranty process on 7/6/23, I explained that I was the owner of the truck, and after conversations with ******* Auto that I would be the one initiating the warranty process.
  Again, here are the complaint issues I have with Dales supper store
        1) Dales super store sold ******* Auto/me, a defective catalytic converter.
        2) Chose not to inform me at this time 7/6/23 that ******* Auto needed to start the warranty process.                                                                                                                    3)  Intentionally dragged their feet by not responding or communicating with me in a timely manner.

   I believe that Dales super owes me a refund for a defective catalytic converter

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

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair 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.

  I used Dales superstore to purchase new injectors for my Duramax. The injectors were reasonably priced. After installation of the new fuel injectors, one of them was defective and had a complete misfire. I contacted warranty support. They said no problem assigned an RMA I shipped the defective fuel injector to the processing facility, and I return my seven cores it took me five months to get my core refund for the seven injectors that were returned And I never received a report or a replacement for the defective fuel injector The truck is still driving around today with only seven new fuel injectors.

  Business Response

  Date: 07/21/2023

  Customer Name: *********************************
  ******************** ID: ********
  Customer Order Number: *******
  
  Response to Customer Statement:
  Customer placed order via website on 1/23/23 for remanufactured set of 8 LLY Duramax injectors. Order total was $2319.60,which included a refundable $800 core charge. Order was processed and shipped the same day via ****** tracking number ************, and was received by the customer on 1/27/23.

  
  Customer reached out to us on 2/6/23 via phone stating an issue after installation and a warranty form was sent to the customer to obtain more information. Customer stated in warranty form that injector 6 knock and balance rate at +15 smoking exhaust, also stated truck was not drivable so I installed an old core injector in number 6.

  
  *** was issued by our supplier to get the injector in for testing and the information was sent to the customer 2/7/23 via email, which is apart of the submission. In this email it specifically states to ship the injector to a ***** address, write the *** on the package and to respond with the tracking number.

  
  On 2/17/23, 7 injector cores were received at our sales office in ********. The cores were set aside until the warranty issue was resolved, and the 8th core was sent in. Our policy is not to refund partial cores; we wait until all cores have been received and issue core refund at that time.

  
  On 2/22/23 the customer responded to an earlier email stating that he had sent everything back and asked if we had received them. We responded the same day informing him that we had received the 7 cores and requested the tracking information for the warranty injector as it had not been provided. Next response is on 3/9/23 with the customer asking for an update. We again responded requesting the tracking information. Next response from customer is on 4/5 stating that he is unable to find the tracking receipt and will continue to look. There are a couple more emails from the customer stating request for partial core refund.

  
  On 6/14 the decision was made to refund the core charge the prorated amount for the 7 cores that have been received. That refund was issued to the method of payment.

  
  As of today, our supplier in ***** states that they have not received the warranty injector that customer states was returned.No tracking information has been provided from the customer showing delivery. 

• Initial Complaint

  Date:06/09/2023

  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.

  I ordered a fuel injector pump from Dales Superstore on 3/23/23. The cost was $2,100, which they charged my credit card. They notified me that day they didnt have the pump, so I ordered a different one. The cost was $1,757. They credited me on 4/12/23 the difference between the two, which was $343. I had to contact them several times to get them to credit this amount back to my credit card. After having the pump installed on 4/7/23, there was a leak in it and I had to send it back to Dales. They provided an RMA number ******* on 4/12/23 to return the defective pump. I sent the pump back via *** on 4/20/23. Tracking number 1Z03T7UL0322497028. Dales Superstore received the pump on Tuesday 4/25/23. It was signed for by MASCIAGIOLI at 9:55 am. I waited a week for the refund and didnt get it. I began contacting them via phone and email with no response. I contacted them on 5/8/23 with no response. On 5/10/23, I got a response stating, they would follow up and have the supplier finalize the warranty return. I still did not receive the refund on my credit card and got no confirmation they had completed the refund.. I contacted them on 5/11/23 via email with no response. I also contacted them 5/12, 5/13, and 5/14 via phone and left messages with no response. I still have not received my refund on a defective item I returned on 4/25/23. I am looking for Dales Superstore to refund me the $1,757 for the defective pump I returned.

  Business Response

  Date: 06/28/2023

  Customer Name:  *************************
  Customer email: ***********************
  Customer order number: *******
  
  Response to Customer Statement:
  Customer placed order for an injection pump via our website on 3/22/23 for a total of $2100.39. On 3/23/23 we notified the customer that the item ordered was a built to order item with a lead time of **** days. Customer was cross sold into a different pump that was available to ship out sooner.
  The order was processed and the customer received the pump from our supplier on 3/31/23.
  On 4/10/23 the customer emailed in stating that he had not been refunded the difference between the two pumps and that the shop doing the installation of the pump said that the seal was leaking. The difference between the two pumps was refunded ($343.39) to the customer and a warranty form was sent to gather more information on the issue.
  The warranty form was reviewed and the customer was sent an SVC ticket number (SVC#*******) and instructions to send the pump in for testing on 4/12. We worked to try to get a replacement sent to the customer but he informed us that a replacement was not needed, that he wanted to do a warranty return.
  The pump was received back by our supplier for warranty testing on 4/25. Customer reached out for an update on 5/8. Our supplier notified us that they had received the pump and was in testing process on 5/11. On 5/12 we were notified by our supplier that the warranty testing found no faults with the pump and requested to have the customer speak with one of their technicians.
  On 5/16 our supplier notified us that they had spoken with the customer and that the shop did not fully bleed the pump, and that they had kept the return fitting. We were charged a testing fee of $225 and a return shipping fee of $35 to get the pump back to the customer.  After informing the customer of the result, he stated that he did not need or want the pump back so we had it rerouted to our sales office.
  On 5/18 the customer sent an email stating that if he was not refunded by the next day at noon  that he would be filing a BBB complaint, a complaint with the ************** of ******** Protection, and contacting his lawyer to move forward with legal proceedings.
  On 5/31 the warranty pump was received at our sales office for inspection. On 6/8 the customer opened up a dispute with his credit card company for the amount of $1600. Since the customer elected to go the route of disputing the charge, any further refunds/transactions are out of our hands.
  Attached is the invoice and findings from the warranty testing by our supplier.
  

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20158964
  
  I am rejecting this response because:

  Some of the information in this response is false. I received ONE pump, not 2. I sent the 1 pump back after getting proof from K&T that the pump leaked. I also stood there and watched the leak in the pump. The shop bled the pump correctly. Attached is the invoice from K&T stating the fact it had a leak. I also provided this invoice to Dales by putting it in the box and via email. Looks as though it was ignored.
  I never received a phone call or email from a technician, and no one ever told me they found nothing wrong with the pump. I didnt receive any messages or phone calls after 5/11/23. The last email I received was on 5/11/23 from ***** stating he would follow up with the warranty department and finalize the return. There was NO communication from anyone about the pump and no conversation about another one being sent. I did not refuse a pump because another one was NOT shipped to me.
  Dales did not send a second pump. I specifically said not to, so if they did it was their decision. I didnt refuse a pump and I didnt know one was sent. I was also never notified about the pump I returned and that Dales said there was nothing wrong with the pump. These are false statements. Its all quite convenient Dales is now telling me for the first time, there was nothing wrong with the pump since I filed this claim.
  Yes I filed a claim with my credit card company, but that has not been approved. If that does not get approved, then I want a refund for the pump I sent back that was defective. Proof of the leak in the pump is attached.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/02/2023

  Type:Delivery 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.

  Order Date: 2023-03-28T04:53:54 Order Number: ******* OEM 6.0 *************** Filter Adapter Kit | 3C3Z-6881-CA | 2003-2010 **** Powerstroke 6.0L SKU: 3C3Z-6881-CA Quantity: 1 Status: New Final Price: $275.00 ME: Thu, Apr 6, 12:05?PM hello , i was curious if the part i ordered was back ordered, When i ordered it , your web page said it was in .stock Meanwhile , i am without a truck. Was wondering if you might know an ETA. Order Details my order number is: ******* OEM 6.0 *************** Filter Adapter Kit Dales Apr 6, 2023, 8:03?AM Hello, OEM parts typically take a few extra days to process. I will go ahead and request tracking for you, should be shipping today if it hasn't already. Thanks It is now may 1st, i haven't received any parts,or anymore response at all. My last message i asked for a full refund , and that i would find the part elsewhere

  Business Response

  Date: 05/25/2023

  Order Number: 2265505
  Complaint ID: ********
  
  Order was placed on 3/28 via our website for an OEM *************** Filter Adapter Kit for total of $275. We reached out to multiple suppliers regarding availability as we had no stock in our warehouse.We were told it would ship out in 2-3 days.

  Customer reached out to ** via email for updates on 4/6,4/14, 4/15, & 4/21. Each time we reached out to our rep to get tracking,but we got no response. On 5/1, our customer reached out requesting to cancel the order as they hadnt received anything. We again reached out to our supplier to find out the status on it and we were told that the item is on backorder with ***** At that point we canceled the order and refunded the customers card the full amount of $275.

  Our website does not offer live inventory and wont say if an item is in-stock or out-of-stock. We have dozens of suppliers that we use and unfortunately, we werent communicated with by our rep that the item ordered was on a multi week backorder. Once it was discovered, we immediately honored the customers request to get this canceled and refunded. 

• Initial Complaint

  Date:05/01/2023

  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.

  -Purchased from ****** online 3/2/23 -$389.95 and I used a coupon and paid $370.46 -A remanufactured Injector free of any issues -I recieved the injector from ****** with issues. It failed immediately upon installation. I contacted customer service about my experience, the representative alluded to me being a liar as he didn't believe my results. Stated all they could do was issue me a $100 refund. As this was the only way to get any money back, still putting me out the majority of the cost as well as shipping, I agreed to the refund. Since agreeing the customer service representative will not respond to emails and my refund has not been received. It has been a number of weeks since the refund was promised.

  Business Response

  Date: 05/19/2023

  Customer order numbers ******* (2/**/*** & ******* (3/2/23)
  
  Response to Customer Statement:
  Customer originally purchased a premium remanufactured injector (order ******* on 2/16) via our website. The pricing for this was $189.95 + $100 core charge for a total of $289.95.  Order was delivered via *** on 2/20. Customer notified ** of issue he was having on 2/28, stating I have installed this injector. 45 miles and the truck is blowing white smoke from the exhaust, balance rate for this injector is at 9mm3. I will be needing to open a warranty claim on it. Please advise.Per our warranty policy, he was sent a link to our warranty form to gather more information on 3/1, which was filled out by the customer the same day.

  Customer sent email in after filling out the form on 3/1 asking about upgrading the injector to an *** injector. The inquiry was forwarded to our warranty manger and he was sent an email on 3/2 outlining options and the associated processes for them. The customer placed a new order (order ******* on 3/2) for a remanufactured Bosch *** injector. The price for the injector was $289.95 +$100 core charge totaling $389.95. Customer was able to use a promo code which reduced the price of the entire order (injector & core) 5%. The discount was $19.49, making the total $370.46.

  On 3/8 the $100 core charge for order ******* was issued. Order ******* was also delivered to customer via *** on this date.
  On 3/19 customer filled out another warranty form for the *** injector from *******,stating Instant white smoke and knocking and injector is stuck open.Diagnostic shows a 15mm3.

  On 3/23 customer called in at ****** and had the opportunity to leave a voicemail, but the recording is 4 seconds long with dead air. He sent in an email 6 minutes later stating that the *** injector was a bad injector and never worked. I sent a warranty claim about a week ago and still haven't heard back from anyone.Our warranty manager then called the customer and was informed that the new injector was bad and that they installed it into a different cylinder and the problem followed the injector. After discussion we learned that the customer was able to get the original injector (order *******) to work and that he needed to return the *** injector (*******) for a warranty credit.

  We reached out to our supplier and was given the *** information on 3/27 which was then sent to the customer via email on the same day.

  On 4/12 we were notified by our supplier that Something got into this injector and cause ball seat erosion, left garbage on the top part of the valve stem and side port as well. The nozzle needle is also showing signs of impact marks from debris that got into the injector. This resulted in a denied warranty claim due to outside contamination. The customer was notified of the findings. Our warranty policy, listed on our website, states This warranty does not cover damage to Products caused by contaminated fuel, improper installation, or any other outside influence.

  Emails and phone calls were exchanged between our warranty manager and the customer regarding the likelihood of the events claimed and the options available. Customer was given the option of accepting the denied warranty injector as the core for order ******* or having the injector sent back to him. A core refund was chosen. We have been working with the supplier on getting the core refunded appropriately. As this was a Bosch injector, it was sent to a Bosch facility for testing. The injector needed to be sent to our supplier and processed there. We issued the core refund for ******* on 5/19 back to the method of payment on the order.

  Attached are copies of the warranty forms the customer filled out and the photos that were provided showing evidence of outside contamination. 

  Customer Answer

  Date: 05/19/2023

   
  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.
  
  Sincerely,
  
  ***********************