Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a CP3 fuel pump and it did not last 3k miles And now extreme diesel performance Is claiming they ran tests on it and the results are not defective but that can't be true because my truck would not start until I replaced it again with a more reliable brand. I ran diagnostic test before I spent the money replacing it and mailing the old one back and it was definitely junk

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a starter for my **** ***** **** from XDP on 1/10/23. I installed it and it immediately started a grinding noise. On 1/16/23 I had to have a shop inspect for damage and they found that the starter that was sold to me was defective and it could have damaged more components. They had to drop the transmission to see inside. I got a bill from the shop for $1926.10. XDP is claiming that they shouldnt have to pay for the damages that they caused. Id like to be reimbursed for the damage caused by their faulty parts.

  Business response

  02/14/2023

  Dear ************,
  
  Please accept our apologies for any issues experienced with XDPs Gear Reduction Starter. Our records show that a pre-paid *** return shipping label had been provided and a full refund for your purchase had been processed. Products manufactured by XDP carry a 1-Year warranty against defects in materials, and while labor is not covered per XDPs warranty policy, a gift card has been provided to save you money off a future XDP purchase.
  
  We sincerely apologize for any inconvenience and look forward to doing business with you again in the future.
  
  Sincerely,
  
  XDP ****************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The seller's website indicate that the needed part was in stock. After placing the order, I was informed by email that the part would not be available for more that 3 months. When I tried to cancel the order, the seller refused to cancel and refund my money until the they were able to cancel the part from their suppler. At this point, the seller is still refusing to issue a refund. Their order from their supplier has nothing to do with my order from them. They are unable to supply the part and refuses to cancel my order.

  Business response

  12/01/2022

  Hello,

  We apologize for the inconvenience. We are showing that this product was being drop-shipped to you, factory direct from the manufacturer. To prevent the order from shipping to you from the manufacturer, we did have to submit a request into the manufacturer to cancel the order. We are showing this order has since been cancelled and a full refund had been issued back to your PayPal account as of today's date, 12/01. We apologize again for any inconvenience this may have caused. If you have any questions or need further assistance, please do not hesitate to let us know.

  We appreciate your business and look forward to working with you again in the future.

  Sincerely,

   

  XDP Customer Service

  Customer response

  12/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******* GTP38R Turbo from from XDP for $1936.81 on 5/17/21. It was supposed to be brand new and they sent me a rebuilt Turbo. When they rebuild a turbo they have to drill a hole in the body to take it apart, then they tap that hole and put a plug in it. My Turbo has that plug. I moved forward with it and had it installed anyway. Since day one of installation my truck has not ran right. I reached out to XDP shortly after installation and voiced my concerns to their technician who reassured me that it wasn't the Turbo and was probably an issue with my truck and said their turbos seldom fail. So I had a mechanic diagnose the problem. After spending a few thousand dollars I had to stop and park my truck until I found a **** diesel expert. This was almost a year later. He fixed a few issues the truck had and eliminated every other possibility only to determine the Turbo was the issue. The internal waistgate doesn't seat properly. He tested it on and off the truck and proved beyond a reasonable doubt that the Turbo isn't functioning properly. So I picked up the Turbo and sent it back to XDP. They told me ******* was going to do the inspection. Within 5 days after they received it I called XDP and they told me ******* inspected it and said nothing was wrong. ******* is located in *********** and it takes 1 to 3 months for them to do something like that. So that was untrue. I reached out to XDP and after a lot of calls I finally spoke to a assistant manager and asked where the ******* location was that my Turbo was sent to for inspection? She couldn't tell me. She did however say she would send me the report on my Turbo from *******. The report said nothing about ******* on it out just said XDP, because they never sent it to ******* for inspection. This is a very dishonest dishonorable company. I just want the new product that I paid for in working condition or my money back nothing more nothing less. I hope this prevents others from being taken advantage of.

  Business response

  10/03/2022

  Hello,
  
  Please accept our sincerest apologies for any confusion. The ******* Turbochargers that XDP carries are 100% brand new and are not remanufactured units. When a warranty claim is opened on a ******* turbocharger, the turbocharger is sent to a ******* Master Distributor where the unit is inspected/tested by a trained warranty technician. Despite this claim being opened outside of Garretts one-year warranty policy, the turbocharger had been evaluated as a courtesy and no faults were able to be found with the unit.  We completely understand any disappointment and apologize for the inconvenience. We appreciate your business and look forward to working with you again the in the future.
  
  Sincerely,
  
  XDP ****************

*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. ↩