ComplaintsforHighway Equipment Co.
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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am asking that Highway Equipment reimburse me $5,296.71 for unnecessary service charges since they failed to change the DEF filter. Highway Equipment technicians never changed the DEF filter on my ******* HX160 L excavator. The ******* service manual requires that it be changed every 1500 hours of operation and 2218 hours were on the excavator at the time of the first service. Failing to replace the DEF filter caused three additional unnecessary service trips and down time which cost me $30,000 in lost contracts. Changing the DEF filter would have prevent that form happening. The customer ********************* would been billed for the DEF filter,it would not have cost Highway Equipment anything. Highway Equipment of Zelienople, ** an authorized ******* service center performed the repairs. Every service was for the same identical fault codes. The excavator was in default mode, where the power is limited to 5%. Highway Equipment technicians used a ******* engine scan tool to clear the fault codes with allowed the excavator to operate at full power . When I asked *************************** the (service director) on 4/29/2024 why none of the technicians changed the DEF filter he told me that "we only perform services that the customer asks for." That was not true on 08/22/2024 when the customer ********************* asked the technician ******************* about changing the DEF filter. ******************* stated, " it does not need changed, it has nothing to do with causing the fault codes." We have since found out that the opposite is true, the DEF filter was changed on 02/29/2024, now the excavator is not derateing . Over 350 hours have been put on the excavator since then.Proving that the DEF filter was the original problem and should have been changed. I contacted ******* Construction Equipment of ******** *** they sent ***************** (******* representative), who on 2/28/2024 examined the DEF filter,found that it was clogged and needed to be replaced
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.