Complaints

This profile includes complaints for Caterpillar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Caterpillar

  510 Lake Cook Rd Deerfield, IL 60015-4971

• 

  Caterpillar

  2200 Channahon Rd Joliet, IL 60436-8562

• 

  Caterpillar

  PO Box 999 Clayton, NC 27528-0999

• 

  Caterpillar

  9901 Ringhaver Dr Orlando, FL 32824

• 

  Caterpillar Inc.

  100 NE Adams St Peoria, IL 61629-1480

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:04/06/2024

  Type:Service or Repair 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.

  Yes i purchased a Cat S62 phone in november 24 2023 it came with a 24 month warranty and on march 1st it stopped working and according to online reports they are not in business any longer and i just paid $499 for this phone not even barely 4 months ago and it is not working now due to some sort of internal issue not caused by me and the phone has no visable damage its not been wet or anything i use my phone for my remodeling business and im losing a lot of money due to not having a working phone and i need this resolved but the company has shut down the manufacture of cat phone febuary 1st 2024 i just found out what do i do and who is responsible for this warranty now that my cat S62 is not working and i just paid a lot of money for this phone

  Business Response

  Date: 04/30/2024

  Better Business Bureau,
  
  Caterpillar takes customer complaints seriously and we have reviewed the matter filed by ***********************.Please note that the product in question, a Caterpillar-branded mobile phone,is manufactured by ************ and not Caterpillar.  Caterpillar had licensed its trademark for ************ to use on the phone, but Caterpillar itself was not responsible for the manufacture, sale, or warranty coverage of the phone.  ************ is the responsible party for manufacture, sale,and warranties of this phone. Further, because ************ sold the phone and not Caterpillar, Caterpillar has no records to verify whether the *********************** actually purchased the phone and therefore cannot determine the legitimacy of his claim against ************  Nevertheless, we will reach out to *********************** regarding his claim.
  
  Regards,
  *************************

• Initial Complaint

  Date:02/07/2024

  Type:Billing 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.

  My name is ************************** I am the Executor and Trustee of ********************************** Estate. Caterpillar's dental plan through Cigna deducted $83.75 per month from *********************************** checking account. She passed away on July 11, 2023 and they are still taking that amount out of her account. I have put a stop pay on it at the bank the first of February. I have contacted ***** and they informed me that they are not responsible for taking out the premium and that Caterpillar is. On January 29, 2024 I talked with Cigna and Caterpillar and then again on February 7, 2024 talked to Cigna and Caterpillar. Caterpillar keeps sending me to different people and on the 7th I talked to 9 people. I spent over two hours on the phone on the 7th which is not acceptable. Also I kept getting disconnected and had to call back. All I want them to do is stop taking the premium of $83,75 out of her checking account and refund what they billed her from August of 2023 to January of 2024 since she passed away on July 11, 2023, I feel I am getting the run around.

  Business Response

  Date: 02/22/2024

  Dear ******************,

  Our legal division was made aware of your Better Business Bureau complaint on February 21, 2024.  I apologize that the mail routing system took longer than expected for your complaint to reach our division.  We are in the process of contacting the correct division to resolve your issue.

  You should receive a call from a Caterpillar representative within the next 10 days to help you resolve issue regarding the dental insurance deductions. I would like to thank your for your patience and hope that this remedy will bring your complaint to an amicable solution.  

   Regards,

  ****

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

  Senior Paralegal |************* & *********************************************** |***********************************************************-7140

   

   

• Initial Complaint

  Date:11/17/2023

  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.

  I purchased a part for my work truck from Caterpillar parts dealer approximately **** months ago. The cost for the part alone was $1350.00 Not including labor to install. The part essentially failed before their warranty expired, causing me to take my truck back to shop for repairs and being out of work 13 days average loss for downtime $800 daily. I called them saying there is no reason this part should have failed after only 12 months for the price of the part??They gave me the runaround saying take truck to authorized dealer and get computer documentation of the issue driving the truck at 100 miles with this bad part on it. I then had to rebuy the parts to try and go back to work to pay for the repairs again. Theyre saying as of today theyre not going to stand behind the warranty after almost 3 weeks of waiting. This to me is unacceptable and I told them I was filing a complaint about their warranty policies

  Business Response

  Date: 12/11/2023

  Better Business Bureau,
  I would like to provide you with a status update.  We have reviewed this matter internally.  Please note that Caterpillar needs additional information and will email **************** for the part number and the engine serial number so that we can route the complaint to the correct Business group.  
  We will circle back to you once this matter has been fully resolved.
  Thank you,
  
  *************************
  Senior ***************** Securities & Public Policy
  Caterpillar Inc.
  *************************************************************************
  ************
  *********************** 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20885338
  
  I am rejecting this response because:I want keep the case open and see what Caterpillar does in this instance 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/04/2024

  Good morning,
   
  I wanted to provide an update and report that the customer is satisfied with the resolution that was reached on January 3, 2024.   

  Please see the attached email exchange between *************************, Product Support Manager, and our internal team indicating he and ********************* came to an amicable solution for the repair of the subject engine.

  I am attaching the original complaint letter that was received by Caterpillars CEO. 
   
  I kindly request that this mater be closed with a favorable disposition to Caterpillar Inc.
   
  Please let me know if you have any questions or concerns.
   
  Thank you,
   
  Mary    

  Customer Answer

  Date: 01/04/2024

   
  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: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 purchased the Leaf Blower at the end of June. We used it 1 time and it has stopped working. I have been trying to get a hold of the company directly and have submitted complaints/requests for a refund 3 times and have not heard back from the Manufacturer. We just want a refund.

  Business Response

  Date: 10/31/2023

  It's unfortunate to learn that your DG651 CAT 60V Blower with *************** 800CFM fell below your purchase expectation. We appreciate you bringing this to our attention. I will be emailing Special Prepaid labels so you may return the DG651 for a refund. When you receive the label, please tape or glue both the shipping label and any battery warning label to the box then drop it off at your nearest ***** location. They will return the package to us at no cost to you. Once your Blower arrives in our warehouse, a refund check for $379.99 will be mailed to you. 

  Customer Answer

  Date: 11/01/2023

   
  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:06/08/2023

  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 bought a cat phone s22 flip on 03/29/2022 through a representative of ******** over the phone about 5 month ago the buttons don't work properly I called them regarding the warranty at the end of January or February and they told me to send it in a week later I contacted them about sending it in and they informed me that ******** takes care of that phone starting I think February so called ******** they told me that they don't do it you have to speak to manufacturer and I was busy with this for a few months and no one wants to help.all cat phone is offering is a different type of phone which I don't want so I asked if I can just return the phone and they told me ask ******** and ******** tells me I don't have a warranty (which I was never offered) through them, so speak to manufacturer and I can't resolve this

  Business Response

  Date: 06/22/2023

  Better Business Bureau,

  Caterpillar takes customer complaints seriously and we are reviewing the matter filed by *********************************.  Please note that the product in question, a Caterpillar mobile phone, is manufactured by ************ and not Caterpillar.  Nevertheless, we will reach out to ********************** and review the claim. 

   

  Regards, 
  ****************************
  Assistant General Counsel
  ************* & Public Policy
  Caterpillar Inc.
  *****************************************************************
  Office: ***************
  Mobile: ***************
  Email: ***********************
  

  Customer Answer

  Date: 06/25/2023

   
  Complaint: 20159301
  
  I am rejecting this response because: they didn't call and I don't wanna lose the 7 day slot
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair 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.

  I purchased a Cat **** Peak Amp Digital Jump Start around 4 months ago. Ive used it 1 time only. I started it today to use to inflate my tires. It started smoking and I had to run outside with it because I didnt know if it would catch fire. I do not want to even attempt to use it again. All I want is a replacement and I am willing to ship back to you. Please let me know what needs to be done on my end.

  Business Response

  Date: 03/14/2023

  Better Business Bureau,
  
  I just wanted to provide you with a status update. We have reviewed this matter internally.  Please note that this is a product manufactured and distributed by ******************* and not Caterpillar.  Regardless, we have emailed ************** to advise him that he will receive a call this week from a Caterpillar representative to make arrangements to replace the Cat **** Peak Amp Digital Jump Start unit. 

   

  We will circle back to you once this matter has been fully resolved.

   

  Thanks,

   

  Mark

   

  ************************
  Assistant General Counsel
  ************* and Public Policy | Litigation
  Office: ************
  Mobile: ************
  email: *********************

• Initial Complaint

  Date:10/11/2022

  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 received a CAT S62 phone for Christmas 2021. Since receiving my phone I have sent it back in to be repaired 7 times beginning on January 12th, 2022. The customer service for their support center has been very cordial. The tech ***** on the other hand, has been very disappointing. I have all the email correspondences with their support team if you need them. All the phones they have sent me have had some very serious problems where they will not function properly. The list is very long but the last phone I have gotten came to me today was already activated with someone else's sim card in it and phone numbers in the call log. This is the way it came from their tech center which tells me they received a phone at their center and just shipped it directly back out. If this is truly the case what happened to all the phones that I sent them were they sent out with my information on them? I believe this is a serious breach of my privacy and could have much of my personal information on it. All I ever wanted from them is a phone that works properly as it should but now I believe I need to know what happened to all of my personal information as well as get a phone that works properly. The emails exceed the file size limit so I will need a way to just forward them to you so you can go through the year's worth of correspondences on these multiple cases. Thank you for your time looking into this matter for me.

  Business Response

  Date: 12/01/2022

  Please be assured that Caterpillar takes all customer complaints very seriously.  Our cell phone manufacturer (Bullitt) has made several attempts to contact ********************** to inform him of the steps to obtain a refund for the *** S62 from ********* They could not reach him but are continuing their efforts to make contact. 

   

  We would ask that you hold off on taking any action that would result in any negative impact on Caterpillars Better Business Bureau of ******* review and rating, while we work with our cell phone manufacturer to resolve this matter.

   

  If you have any questions or concerns, please do not hesitate to reach out to me.

   

  Thanks,

  Asha

• Initial Complaint

  Date:08/04/2022

  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.

  I purchased a phone from Cat, but **** misdelivered the package and I have been unable to recover it. Upon no receipt, I reached out to Cat customer support (CCS) letting them know of the issue, and for the last month and a half have kept CCS updated on progress, what I was doing to attempt recovery, and asked several times for them to accept liability as the seller. In the end, **** refused to take responsibility for the mishandling of proper delivery and *** is refusing to take responsibility for not fulfilling an order they've already received funds for (or the actions of the shipper it opted to use).The argument Cat has made is it was "theft;" however, I did not receive the product and therefore it was never in my possession to be stolen from or lost. I have an expense with no contra-expense, while the seller has its money yet still an outstanding liability to it's customer. The agreement was a phone for cash and Cat has not fulfilled it's part of that agreement.In short, I am filing this complaint in an attempt to formally recover from Cat the amount owed to me, the customer.

  Business Response

  Date: 09/01/2022

  Thank you for your email. We just want to close the loop on this.  The phone that is referenced in the attached letter is actually sold to customers (such as *********************) by a third party, Bullitt, that has a licensing agreement to use Caterpillars logo on the phones.   We reached out to Bullitt to address the delivery issue.  Based on our communications with *******, it is our understanding that there was a tracking issue with the **** delivery.  We have now confirmed that ********************* has received the phone that she ordered.  We now consider this issue resolved.