ComplaintsforNortheast Diesel Service
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Complaint Details
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Initial Complaint
11/04/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Northeast Diesel Service of Springfield sold me a faulty injection pump for my 2001 Dodge Ram 2500 Cummins. The injection pump in question is a 235hp VP44 injection pump. I purchased the VP44 for just over $1500 the purchase came with a one year warranty. I brought the pump back home with me, to have the pump installed by professionals. They installed the injection pump just to find that the pump was faulty. The truck was throwing a service code for a bad injection pump and wouldn’t start after installing the new pump. Before installation of the new pump the truck would start and run, but it was throwing the code for a injection pump. I attempted to return the pump to Northeast Diesel Service of Springfield just to be told that do not in fact have a warranty, although I have a voice recording saying that they do. After I went to Springfield to find out the warranty was as faulty as the pump they sold me was, I called my credit card company to have them cancel the charges. After I did this the owner of Northeast Diesel Service of Springfield, **** ******, called and threatened to assault me if I tried to return the pump again. The unprofessionalism and false claims are absolutely ridiculous and something needs to be done about this before someone else meets the same problem as I have. I still have possession of the faulty pump until I get a refund. All I want is a full refund for the faulty pump.Business response
11/19/2021
Dear Sirs
Northeast Diesel Service has requested our firm to respond on its behalf to the customer complaint filed with your office by ***** ******. This email correspondence responds to his complaint.
Northeast Diesel, among other things, is in the business of rebuilding injection pumps. The business sells these pumps as a “box product ’ in which the customer installs it. Or. the business can rebuild the pump and also install it. The customer chooses whether the business merely sells the rebuilt injection pump or sells and installs it.
Refunds or exchanges can only be made if the business installs the pump. The company‘ cannot refund for a customer installation because of the diesel fuel running through the pump and if the customer damaged the pump. However, a pump can still be sent to the company that provides the warrranty even for a customer installation. This warranty is effective for one j‘ear from the date of pu1’chasc.
Mr. ****** chose to purchase the injection pump as a “box product” and have someone else install it . He returned to the business with the injection pump. The pump did not work because the pump was out of time. and it therefore damamged the timing key. We showed Mr. ****** why the injection pump would not run. Mr. ****** declined to turn the pump over for a warranty inspection. If he changes his mind about a warranty claim and informs your agency, please advise us immediately. The company who sponsors the warranty can inspect the injection pump.
Mr. ****** mentions that the manager threatened him with bodily harm. We deny this. While we are not able to precisely re create a conversation that included hard feelings, we are confident in saying that the manager did not make such a threat.
We regret the complaint has progressed like it has, but just as importantly, regret that it has not been resolved. If there is a solution you propose to the situation, we will take it seriously. I can state that the business cannot provide a refund to Mr. ****** for the reasons we have outlined here.
We hope that this correspondence answers your questions. If it does not, or if your agency needs further information, please let us know.
Business response
11/19/2021
Northeast Diesel Service has requested our firm to respond on its behalf to the customer complaint filed with your office by ***** ******. This email correspondence responds to his complaint.
Northeast Diesel Service, among other things, is in the business of rebuilding injection pumps. The business sells these pumps as a "box product" in which the customer installs it. Or, the business can rebuild the pump and also install it. The customer chooses whether the business merely sells the rebuilt injection pump or sells and installs it.
Refunds or exchanges can only be made if the business installs the pump. The company cannot refund for a customer installation because of the diesel fuel running through the pump and if the customer damaged the pump. However, a pump can still be sent to the company that provides the warranty even for a customer installation. This warranty is effective for one year from the date of purchase.
Mr. ****** chose to purchase the injection pump as a "box product" and have someone else install it. He returned to the business with the injection pump. The pump did not work because the pump was out of time, and it therefore damaged the timing key. We showed Mr. ****** why the injection pump would not run. Mr. ****** declined to turn the pump over for a warranty inspection. If he changes his mind about a warranty claim and informs your agency, please advise us immediately. The company who sponsors the warranty can inspect the injection pump.
Mr. ****** mentions that the manager threatened him with bodily harm. We deny this. While we are not able to precisely re-create a conversation that included hard feelings, we are confident in saying that the manager did not make such a threat.
We regret the complaint has progressed like it has, but just as importantly, regret that it has not been resolved. If there is a solution you propose to the situation, we will take it seriously. I can state that the business cannot provide a refund to Mr. ****** for the reasons we have outlined here.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.