ComplaintsforFull Force Diesel Performance, Inc.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 27 2022, I purchased several items from Full Force Diesel (FFD). On two of the items I payed core charges totaling $700.00. A core charge of $400.00 was paid on a set of injectors and a core charge of $300.00 was paid on a High Pressure Oil Pump (HPOP). See document FFD Conformation showing I paid these core charges. At the time of purchase it was my understanding that when I sent my set of injector cores and my HPOP core to FFD then in return my full core charge of $700.00 would be refunded to me. FFD states that I did not send them my cores within 30 days after receiving the items from them and I was not going to receive a full refund of my core charges. At the time of purchase nowhere on FFD website did it mention that my cores needed to be sent within 30 days after receiving the items from them. This was also not stated on my order conformation sheet. See documents FFD T&Cs and FFD Conformation that proves this statement. FFD refuses to refund me my full $700.00 in core charges. I was offered and refuse a $350.00 partial core charge refund payment by FFD. FFD still maintains ownership of my set of injectors cores and my HPOP core. FFD changed the terms and conditions after the offer and acceptance and payment of the core charges. FFD owes me a full refund of my core charges totaling $700.00.

  Business response

  02/23/2023

  Customer is correct in buying everything from us on the date of the sale, 5/27/2022.  Customer returned the cores back on 2/1/23, 8 months after he received them from us.  We have always held a late return policy and customers are told that if the cores are going to be later than the allotted time frame, to call in and communicate with us when you would be able to send them in, that we would make a note on the account letting our office staff know that they would be returning late.  The customer never made any attempt to communicate with us that his core were going to be late. When we received his cores into our facility on 2/1/23, he returned the box with our green core return sheet that had his name and order number on them. We use those sheets to know how to find the order so we can contact the customer about their return.  Every sheet we send out has the customers name and order number on them, hand written by us so we know who's cores they are when they are returned. If we do not fill them out, customers won't fill them out and then we don't have information tying it back to the proper customer.  Upon customers returning their injectors, those sheets that are collected from the day are brought up to the office to be gone through and core returns either refunded fully, or partially, due to prior arrangements not being made, like it is in this case.  Attached on this rebuttal are core return sheets that we have used over the years, one being from 2018, one being from 2022 and one being a new one from that we currently use.  Each one states a late return being assessed if no prior arrangements are made.  The customer returned his sheet with his injectors, even stating to one of our girls in the office that he read the green sheet prior to returning the the core.  Unfortunately, we do not have the customers original core return sheet since we have never had this problem in the past. We've never had a reason to keep them because we've never had a customer fight us on the return.

  In the end, we do not want to take customers core charges and keep them.  It costs us more money than what its worth to take the core money, buy more cores, sort through them and store them. That is manpower that we have to deploy and pay which takes away from the business of taking care of customers. We make our money rebuilding the cores coming back in, not on the core charges we keep.  Its easier to keep a good rotation that is always coming back in so we don't have to chase cores down because customers don't want to return them in a timely fashion.  Hence, why we asses a late fee since we have to get more cores to keep everything rolling and our 30 employees working and not standing around. 

  We stand behind our assessment of only returning half of the $700 core charge, which is way more money returned than what our industry standards are.  Typically, a vast majority of our vendors and competitors, if not returned after a 90 days, the core charge is forfeited and no core return is possible.  

   

   

  Customer response

  02/23/2023

   
  Complaint: 19388435
  
  I am rejecting this response because: Full Force Diesel changed the terms and conditions after the sell. At time of purchase nowhere on their website nor on purchase agreement did it say cores are to be returned in 30 days.  Once again FFD changed the terms and conditions of the agreement after the purchase plain and simple. 
  
  Sincerely,
  
  Brian Reams

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