The Care Center Pharmacy Inc.

Initial Business Response /* (1000, 11, 2016/06/09) */
On April 4, 2016 Mr. [redacted] purchased his original remanufactured torque converter from Joseph Industries. After installing the remanufactured torque converter and operating his equipment he discovered there was an issue and came to his own...

conclusion that it was the fault of an undersized output shaft. On April 22, 2016 Mr. [redacted] brought the original remanufactured torque converter to our facility for warranty consideration. While assessing the condition of the torque converter with Mr. [redacted] he made us aware that at the time of the torque converter replacement he had also replaced the original transmission pump with an aftermarket pump purchased from another company; (the transmission pump is a mating part to the torque converter). The aftermarket transmission pump was also inspected and found to be sub-standard in quality. We explained to Mr. [redacted] that we do not use, sell or recommend our customers use aftermarket transmission pumps on this specific transmission model, but rather only Genuine Caterpillar pumps. From our long history in this industry we have seen the same exact failure in the past from other customers who have chosen to use aftermarket pumps.

We reviewed both the remanufactured torque converter and aftermarket transmission pump with Mr. [redacted] and came to the mutual understanding that the torque converter would not be eligible as a valid warranty, since the damage to the torque converter, pump housing and pump gears was caused by the aftermarket transmission pump assembly he chose to use. It should be noted that, all torque converters remanufactured by Joseph Industries are built to OEM specifications and double checks are set in place on the assembly line to ensure quality. A dimensional verification of all component parts is performed and the replacement of hubs (output shafts) is a standard operation in the build processes.
In an effort to help Mr. [redacted] resolve his issue that day, we offered him the opportunity to exchange his damaged non-valid warranty torque converter for a new one at a reduced sale price and waived the core charge fee for the damage done to the torque converter core he was returning. Mr. [redacted] was fully aware of the circumstances when he accepted the order for new parts and left our facility that Friday afternoon with a new torque converter and additional replacement pump parts.
Initial Consumer Rebuttal /* (3000, 13, 2016/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A direct FABRICATION: "The aftermarket transmission pump was also inspected and found to be sub-standard in quality"
Another dishonest fabrication from from this man.
The transmission pump was at my shop at the time of return.
The original torque convertor output shaft was polished and the pump drive flat's were rounded.
This again goes back to the discussion at the time of return when the warranty manager said "warranty the convertor but no labor". John, the warranty manager said "All we have to do is replace the output". Charging me for another complete rebuild, all internal components was very excessive considering that only the output was damaged.
This was extremely dishonest. The egrigious markup on the pump gear, $288 on a part that is $105 from Cat, was very telling and the part offered at a $1,100, pump body, that is $465 from Cat was another example of a man taking advantage of a customer.
"From our long history in this industry we have seen the same exact failure in the past from other customers who have chosen to use aftermarket pumps."
From my 30 years in the business, I've seen my share of dishonest people, this man ranks at the top of that list. Wether it was his body language when John said to warranty the convertor or how he felt guilt and proceeded to lower the price of the convertor, the entire situation left me feeling as the victim of fraudulant and deceptive sales tactics.
I will never use Joseph Industries again nor will I refer them to others in my field.