Complaints

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:04/14/2025

  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.

  Purchased a REMANUFACTURED holset turbo acuator from them and it came with zero instructions. Once installed it worked for 5mins and immediately failed. I sent video proof and requested a refund. I sent it in and they immediately blamed me for the product having coolant in it even though I never disassembled the part. I drained 5gallons of coolant out of the truck but I have to refill coolant to test product. The product was faulty and they will not refund me or make this issue right.

  

  Business Response

  Date: 04/15/2025

  The customer ordered a ****** re-manufactured turbo actuator on 3/25/2025. The customer contacted us on 3/27/2025 stating that the actuator is having issues and will not calibrate. Our warranty team requested a video as the manufacturer requested one. We received the video on 3/28/2025 and sent it over to the manufacturer. On 4/1/2025 the customer was sent the warranty RMA information. The customer also informed us that he would like a refund instead of a replacement. We received the results of the warranty inspection from the manufacturer on 4/14/2025 along with photos that show coolant intrusion in the gear tub. The only way for coolant to enter into the gear tub of the turbo actuators is due to improper installation. The photos were forwarded to the customer showing the coolant intrusion, and was informed the only way coolant will enter the gear hub of the actuator is due to improper installation or removal, which requires all the coolant to be drained from the system. Due to the coolant intrusion in the gear tub, the warranty was denied for the actuator and is in transit back to the customer. A charge back also settled in the favor of Diesel Power Products as we received an official statement from the manufacturer that contacted ******* directly, showing the only possible way for coolant to come into contact with the actuator is if the customer did not follow proper installation techniques.
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23204366
  
  I am rejecting this response because: If it was installed improperly then maybe you should send instructions on how to installs your parts. I have done it many times with zero issues. I drained over 5 gallons of coolant and no more would come out. I did the pre-alignment and then installed the part on the turbo and did the calibration and it lasted 5mins before it quit working. The part was installed properly. Coolant has to be put back in the truck to test part properly. Your part was not sealed properly upon arrival and that is the reason coolant was in areas it was not supposed to be.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/16/2025

  We do not manufacture parts. The actuator was sent back to the manufacturer for the warranty inspection. We do not have control over what is included with the product during the packaging process. While all the coolant could have been drained from the radiator, there is still coolant in the cavity of the turbo that needs to removed. This involves applying compressed air into the cavity between the turbocharger bearing housing and the actuator. There is no access for coolant to enter the gear tub if all the coolant is removed. Coolant does need to be added back into the system, but this is after everything has been installed properly. The statement provided in my previous response is from Cummins directly. It states:
  The only reason coolant can be found in the variable geometry cross shaft cavity is if improper installation (regarding coolant removal) was conducted or if damage has occurred to the mounting bolt causing a lack of seal between the surface. Both which would be an installation error.
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23204366
  
  I am rejecting this response because: You mean to tell me cheaper products are better then what you sold me? Like I have stated before the coolant was removed and before hand. I have done this multiple times with zero issues and zero coolant getting in places that it does not belong. The acuator was not sealed properly when it arrived at my house and I will stand on that statement.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/07/2025

  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.

  On March 19, 2025 I purchased a turbo actuator from a company online called Diesel Power Products. I also purchased an extended two year warranty on this item. The total coast with the extended warranty was $619.79. After I received this item on March 24, 2025, I plugged it in to my truck and it never worked, it just made a humming sound. I then contacted the company Diesel Power Products and asked for an exchange because the part was faulty. The representative asked me to send pictures through email. I did as they asked. A few days later I contacted them once again to request a shipping label. At that time I was asked to submit more photos. Once again, I complied and did as they asked. On April 02, 2025 the company had a mechanic call me and that mechanic told me I was unable to receive an exchange or refund. This mechanic told me there was water in this part I purchased because of something I did but that is completely false because all I did was hook up the part. I then asked this mechanic about the warranty because not only did I purchase an extended two year warranty but the part itself has a year long warranty. I was then told there was nothing he could do about replacing the part and I was unable to receive my money back for anything. He told me the warranty was voided but wouldn't explaining why. I am asking for resolution on how to receive my money back because I believe this was all false advertising and fraud.

  

  Business Response

  Date: 04/15/2025

  The customer ordered a ****** re-manufactured ******* turbo actuator on 3/19/2025. We were contacted by the customer on 3/25/2025 via email and call from the customer stating that the actuator is not working and will not calibrate. A warranty claim was filled out and the manufacturer requested photos for the actuator gear tub area. Once we received these photos, we passed them along to the manufacturer. The photo provided by the customer shows that there is coolant intrusion in the actuator gear tub area. If proper installation is followed, there is no way that coolant can enter into the actuator gear tub area. Since coolant entered into the gear tub area, the warranty was voided due to improper installation. The manufacturer confirmed that the actuator warranty would be void due to the coolant intrusion on 4/1/2025. The customer was sent an email with the photos on 4/2/2025 showing the coolant in the gear hub circled to highlight that coolant did enter the gear tub. He was also informed that the warranty was voided due to improper installation and the coolant needs to be drained from the truck prior to installation or removal.
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23153346
  
  I am rejecting this response because:this is false information. I was sent a faulty part which never worked. The photos I sent were how the part arrived. There is no way water/coolant got in the part because of me trying to install it? If that was the case I wouldn't have sent you the photos I did. I purchased an extended warranty and all your company did was steal not only the money for the original part but also the warranty money. On top of all of that your company is now trying to charge me an additional $250 for a core charge on a broken part. Your company is very bias and never even looked at the defective product you sent me because your company refused to even send me a shipping label therefore you're just guessing and making assumptions about this product because you don't want to honor your warranty. That is considered false advertising and it's illegal. I am NOT the only customer you're company has committed fraud against just look at all of the negative reviews. I was sold junk and I would like my money back because your company is selling garbage and on top of that your company is making false claims about faulty products and selling them as working when in fact they are not. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/16/2025

  Cummins Quickserve Online states the following
  1. Coolant needs to be completely drained from the system and completely removed from cavity to prevent any coolant entering during removal of actuator.
  
  For the preparatory steps it states to make sure the coolant is completely drained from the engine. After draining the coolant, it may be necessary to unhook the turbocharger return hose. Apply compressed air to push coolant out of the cavity between the turbocharger bearing housing and the actuator.
  
  2. The mounting surface (Turbocharger) should be cleaned before installation which eliminates fluid being present in that area during installation.
  
  By following these steps, the only reason that coolant can be found in the vg cross shaft cavity is if improper installation was conducted or if damage has occurred to the mounting bolt causing a lack of seal between the surface.
  
  In the photo the customer sent, you can see the droplets with a red tint which identifies the liquid to be coolant.
  
  The customer did purchase an Extend warranty. However, that warranty does not go into effect until the manufacturer warranty has expired. Since the warranty was void due to installation a core is still required by the manufacturer.
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23153346
  
  I am rejecting this response because: ************ is basing everything off of a photo. You never even took the time to actually have a real person look at the broken part as you refused to even send me a return label and you kept giving me a constant run around as to why you wouldn't take this part back. Photos can be deceptive and there was no coolant in the motor. There is an internal issue with the broken part you sold me and if you would have let me return the part you would have figured that out. You just stated that the manufacturer also comes with a warranty and yet you still refuse to take back the faulty part you sold me. Not only does this part have an extended warranty but it also has a manufacturers warranty as well so why is your company refusing a refund? ************ is very deceptive and it seems like you make things up as to why customers cannot have a refund. I am done arguing I want my money back. You sold me junk then you sold me a voided warranty for that said junk. You promised in the description that the part was in working order, the part you sold me was NOT in working order therefore, I want my full purchase price back along with the price of the warranty that your company scammed me with. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/17/2025

  The photo you sent shows a fluid in the gear tub. The gear tub has access to the circuit board of the actuator. Any fluid that accesses the gear tub will short out the circuit board. The coolant flow never has access to the gear tub. While there may have been no coolant in the radiator or engine, the coolant line should be removed from the turbo and the coolant should be removed from that cavity as well. This is typically done using compressed air. The photo you sent in clearly shows liquid in the gear tub. When the photo you sent in was relayed to the manufacturer, they denied being able to send it in for warranty due to the coolant intrusion. Additionally we received a statement directly from ******* that confirms no fluid will be able to access the gear tub if correct installation is followed. The warranty claim was denied by the manufacturer because the photo you sent in showed coolant in the gear tub, which is confirmed by ******* to be an installation error. Warranty does not cover improper installation.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23153346
  
  I am rejecting this response because it was not improper installation it was a faulty part. You won't even take it back to look at the actual internal parts instead you keep rambling on about a photo without even looking at the actual part and realizing that your company in fact sold me a faulty part. How many shops do you know diagnose vehicles and parts over the phone or through photos? None, because the tech cannot make a proper diagnosis. Parts are faulty all the time and the fact that your company is fighting not only the refund of this part but also the warranty, tells me your company sells a lot of faulty parts. You keep claiming this is a water/coolant issue because the part has droplets on it. Please send me a copy of not only the manufacturer warranty but the warranty I purchased that states small water droplets voids the warranty. I have the warranty and it does not state that anywhere. Therefore, you are not honoring either of the two warranties. Are we going to continue to just argue back and forth or are you going to refund the money I paid you for the part plus the warranty? I will gladly send you the part back but I want my money back in full.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/18/2025

  We will issue a courtesy label for the part to be returned to the manufacturer for a physical warranty inspection. Our warranty team has left you a voicemail and would like for you to contact them.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23153346
  
  I am rejecting this response because I would rather just do an exchange, meaning you send me another actuator and then I send you this one back. I have asked for a refund and I am not comfortable just sending the broken part back to you because I have literally had to fight your company for the past month just to get you to finally decide that you would give me a "courtesy" label for a warranty that you voided for no reason. I am not comfortable just sending this back without receiving either another actuator first or receiving my full refund. Your company has jerked me around so much he we are using the BBB for a resolution. Forgive me for not trusting your words after all you have put me through. So I am requesting either a full refund in check form or another actuator.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/18/2025

  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.

  On 11/24/24 I purchased a high pressure oil pump from Diesel Power Products. The product was delivered on 12/3/24. I shortly installed the product and found that the pump check valve was failed prior to installation causing the pump to not build pressure. On 12/16/24 I submitted a claim for warranty return and after a week of submitting information to the company I was given an address to ship the product to for warranty return. The product was shipped on 1/3/25 and was delivered to their address on 1/13/25. After two weeks of waiting for an answer I called and was told they would call me back shortly with an answer. I called back another three days later and was told I would be emailed with an update. On 2/3/25 I was emailed an update that they were still waiting on the claim to be processed. I called back on 2/18/25 and the company again told me they were waiting on the claim to be processed and they have no answers at this time.

  

  Business Response

  Date: 02/21/2025

  ******,
  
  Thank you for taking my call. I apologize for the lack of communication regarding your warranty. Your warranty inspection was completed by the manufacturer and approved on 2/18/2025, and I have processed your refund of $781.40 for the return of ************ Please allow 1-3 business days for the refund to reflect on your account. If you have any other concerns, please contact me directly at ************. Thank you.Jen 

  Customer Answer

  Date: 02/21/2025

   
  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. After submitting the complaint through the BBB, the business swiftly provided a refund and apology for the lack of communication. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/26/2024

  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.

  I received what was advertised as a muffler it came completely damaged and was not at all what was advertised and in fact only what can be referred to as a resonator. It resembled a tin trashcan with some loose metal side with holes in it. **************** has not responded to my email on returning it.

  

  Business Response

  Date: 12/05/2024

  ********,

  Thank you for ordering with Diesel Power Products! I appreciate you taking my call last week. We apologize for the condition your part arrived in and have completed the damage claim and refunded your order in full. We are also looking into your concerns regarding the production of the part with the manufacturer. Please allow 1-3 business days for the refund to reflect on your account. If you have any other questions, please reach out to us. ************** 
  
  Thank you. 

  Customer Answer

  Date: 12/08/2024

   
  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,
  
  J N

• Initial Complaint

  Date:05/21/2024

  Type:Delivery 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.

  May 16th I ordered a big order of 3500$ in parts. Everything but two of my shocks came in. I ordered a set of four and only 2 came in. I call and get transfered to a line only to be disconnected. I want my shocks as I paid alot of money for them. And the order as a whole.

  Customer Answer

  Date: 05/22/2024

  This was sent out in error, they completely handled everything correctly.  Please remove the review

• Initial Complaint

  Date:04/09/2024

  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.

  A friend of mine purchased a steering gearbox from diesel power products on 3-18-2023. The item arrived in my name and all was good. Diesel power products stated i had to return the core part at my cost. When i called them on the phone they said they would provide me a label to return the part never stating i would be the one paying for it. Maybe that was a mistake on there part. After sending me to collections for not paying for a label i agreed to work out a resolution and simply pay for a label instead of taking this to court per my attorneys recommendation. Since they said they would provide one to me over the phone i was not going to pay for a label that was said to be provided. Yes there website says i can purchase one, but when an uninformed employee says they will provide one i will gladly choose that route but that was not the case clearly. After sending the core part in and confirming it was good and even paying more money for them to send it somewhere, they still will not cancel this collections account in my name after we worked out a resolution and everything was taken care of which i have documentation to prove as well. I would simply like this collections account to be canceled since a resolution was agreed upon.

  

  Business Response

  Date: 04/11/2024

  Coty,

   

  Thank you for ordering with Diesel Power Products! Thank you for returning your core. It has been received. We have contacted the collection company to cancel collections on this item. Please contact us if you have any questions. ************** Thank you. 

• Initial Complaint

  Date:03/20/2024

  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 ordered a mount 10 days ago. I reached out 5 days ago and asked why my order wasn't shipped and got excuses. I asked for a refund and they said it already shipped. They provided a tracking number for someone else's order which was great till it was delivered to another state. When I reached back out they said they would get the right tracking number and update me. I get an email saying it went out today. Here we are 10 days and it's being shipped again. When I told *** to just refund my money she said she couldn't cause it shipped. Terrible customer service. I would buy from ***** before this company. You'll get your order faster Manager makes excuses and deletes negative comments. That's awesome ??

  

  Business Response

  Date: 04/09/2024

  Thank you for reaching out and we apologize for the issues with your order. We have not tried to make any excuses, we were relaying to you the reasons your order was not shipped correctly. 
  
  You had requested to cancel the order and at that time we found out it had already shipped and it could not be canceled. 
  
  Unfortunately, it shipped to the wrong address. When you contacted us to check on the order and we realized the error, our customer service representative made it a priority to have another one shipped the same day. She neglected to double check if you wanted a replacement. When you stated you didn't want a replacement, we were able to get your order canceled as it had not shipped yet. Your order was canceled in full on March 20th. 
  
  
  Again, we apologize for the inconvenience. 
  
  
  Thank you. 

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21462821
  
  I am rejecting this response because: the manager I spoke with was extremely rude and only made excuses. Even tried to argue instead of coming up with a solution. After I tried reaching out to the owner the same manager thought it was a great idea to call me again to try and start up another argument. Not sure what kind of business this is but it's probably the worst custom service I have ever received in my life. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/16/2024

  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.

  they **** dont order from diesel power sports they are good at getting your business not keeping it, shipping was rude with me when I called to check on my order I placed a week ago that still hasnt even shipped. I get i selected the free shipping after paying ******* id expect a little courtesy in a conversation. they where very rude and didnt show much ap as me being there customer. I dont have time to wait a week and other non sense of cancellation. bank refunds but Ill never order a thing from these people again and hopefully others get this hint too.

  

  Business Response

  Date: 02/23/2024

  *****,

  Thank you for ordering with Diesel Power Products! We apologize for the negative experience you had with our company. 

  Our customer service manager attempted to reach out to you to go over your concerns with our team member and left a message to call her directly, but she has not heard back. 

  We pride ourselves on our customer service and the ability to communicate with our customers when they have any concerns with our service or their purchase. 
  
  Looking over your order, you chose the free shipping which does not always include tracking, however when we receive tracking we will issue it to the customers. We have recently had a warehouse move and some items have taken a bit longer to ship than normal, and I show your order delivered on time within the 6-10 business days with free economy shipping. 

  Thank you. 

• Initial Complaint

  Date:01/12/2024

  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.

  On 12/12/2023 I placed an order for dyna track free spin hub conversion for a ***** f super duty series. Since ordering Ive talked with **** and ******** both have looked into my order and about 2-3 weeks after placing order the package was resent due to error with the warehouse. I was told it was shipping January ********* still have not received the package. Ive called multiple people asking for information. I was told *** picked up the package but after talking with *** it still doesnt show its been picked up. This part is for my main work truck and for 5 weeks Ive lost work because of this issue. I can not get an answer where my package is and I cant wait any longer. On 1/12/2024 we went into *** and they printed out a form showing a label was created but they have no possession of the package.

  

  Business Response

  Date: 02/02/2024

  ******,

  Thank you for shopping with Diesel Power Products as well as taking my calls and emails. The claim had been approved for the replacement, however Dynatrac needed to build the kit. They shipped the replacement on 1/29 and it was delivered on 2/1 with ***** tracking number ************. Again, we apologize for the inconvenience.  Thank you!                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    

• Initial Complaint

  Date:01/10/2024

  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 ordered a gearbox and accidentally ordered a 2 wheel drive instead of a 4 wheel drive one. *** worked with me to get me to buy a return label, and I sent in the 2 wheel drive gearbox, along with my original gearbox as a core, with the intention of receiving that return, and turning around to buy the correct gearbox. Have not heard back from anyone from the company. I have called numerous times, I have sent email after email, and no response. The return was delivered to the business on 10/9, and no email stating the received the return or anything. At this point, I have waited almost three months and have not received any communication on anything. In fact, it seems like Im being avoided, and this is getting to be ridiculous. Would like a refund issued along with my original gearbox returned. P

  

  Business Response

  Date: 01/23/2024

  The customer had ordered with a different company, Offroad Power Products, which is no longer in business. We were able to reach out on behalf of the customer and had a core mailed to the customer from RedHead and a check was issued for his return in the amount of $382.66. Thank you. 

  Customer Answer

  Date: 01/27/2024

   
  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,
  
  *********************************