Virginia Diesel and Truck Repair, Inc.

I have reviewed the response made by the business in reference to complaint ID ***.I finally received the needed documentation from the business only after this complaint was filed.However, I take exception to the response from the business. Yes, I made a clerical error and delivered the check from an account that did not have sufficient funds, but what the business failed to mention was the I paid for a wire transfer of the needed funds on the same day and paid for all fees the business incurred due to my error.As far as delivery and any other items the business listed in the response, I never requested delivery of engine to me and the business offered to replace parts to compensate for not meeting the time frame that the business offered and promised to meet. I have the engine and it is working fineWorking with this business ends with satisfactory results but staying in communication to check on timing is crucialI consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***.I finally received the needed documentation from the business only after this complaint was filed.However, I take exception to the response from the business. Yes, I made a clerical error and delivered the check from an account that did not have sufficient funds, but what the business failed to mention was the I paid for a wire transfer of the needed funds on the same day and paid for all fees the business incurred due to my error.As far as delivery and any other items the business listed in the response, I never requested delivery of engine to me and the business offered to replace parts to compensate for not meeting the time frame that the business offered and promised to meet. I have the engine and it is working fineWorking with this business ends with satisfactory results but staying in communication to check on timing is crucialI consider this complaint resolved
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
as far as the reply doug himself came out did what he said in reply but was not thoughrow as my original complaint was the engine runs real bad after it gets to full operating temperature he rushed thru the job and decided it was a problem with air in the fuel but did not stay long enough to make sure this was the absolute problem I corrected everthing he said but it still runs the same and is getting worse every response from them is an intent to shift the blame for problems that should have not occurred in the first place at this time they are supposed to be sending me a replacement fuel pump governer assembly to hopefully rectify the problem

In response to your letter dated July 25, regardingcomplaint ID# *** we would like to advise the following:We acknowledge there was a delay in refunding thecustomers core deposit of $2,and that the customerdid receive a company check for that amount which wasreturned by our bank as
NSF.We have been in contact with our customer and did advisethat a check that was presented to our bank for deposit wasreturned and therefore caused the customers refund check tobe returnedThe correction of this issue was delayed byseveral events including the death of the owner's mother, hisson deploying to the Middle East with the United StatesMarine Corps and a heat related medical issueAlthoughthese are not adequate excuses for our customersinconvenience we have asked for a certain amount ofunderstanding.We have refunded the core charge of $2,and $400.00in fees as of the date of this letter along with a sincere letterof apology to our customerPlease note that we made abusiness exception to refund the full core charge to thecustomer despite the core received not being in good orderThe block contained cracks between the head bolts, thecylinder head was damaged and the turbo was also damagedand was not correct for this application.We would also like to address the customers concern of therefund of his $payment for the Re manufactured CATengineThe customer has received the product that wasorderedWe will not be providing a refund for the engine.The warranty is intact should a problem ariseAny complaintsthe customer has had to this point have been satisfactorilyresolved including the following:We have sent the customer a new front seal, a sensor that isno longer available for sale and a harmonic balancer at ourexpense to remedy the customer's issues from installationerrors that were not caused by our companyWe also paidthe full shipping charges which included the freight for thepurchased engine and the shipping to have our core returnedto us to remedy the original shipping delay.We would like to thank you for bringing this matter to ourattention and hope that this information has proved helpful inresolving this issue.Should you have further questions or need additionalassistance, please feel free to contact us.Sincerely,Douglas JacobsPresidentVirginia Diesel & Truck Repair, Inc

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
as far as the reply doug himself came out did what he said in reply but was not thoughrow as my original complaint was the engine runs real bad after it gets to full operating temperature he rushed thru the job and decided it was a problem with air in the fuel but did not stay long enough to make sure this was the absolute problem I corrected everthing he said but it still runs the same and is getting worse every response from them is an intent to shift the blame for problems that should have not occurred in the first place at this time they are supposed to be sending me a replacement fuel pump governer assembly to hopefully rectify the problem

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me This has been resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me This has been resolved
Regards,
*** ***

Mr*** has been refunded the $he has requested and been provided with the requested warranty paperwork as of June 28, 2018. We would like to have noted in this response that Mr*** received a refund for a core engine that had major internal damage and extensive
external damage. Under circumstances Mr***' would have been charged a full core charge in the amount of $3,and would not have received a refund of any amount.We would like to acknowledge there was a delay in the receipt of the product. Once we were aware of the delay of delivery, we contacted our vendor, picked up the product and delivered the engine via a company truck. We were able to make delivery within hours upon our notification of the situation. We were disturbed to know of the inconvenience and frustration of our customer and as such we extended Mr***' warranty from year to 2. I would like to respond to the allegations of dishonesty. We have had numerous products damaged in the past months by our shipping vendors. This is regrettably a consequence of shipping large heavy items via freight. We are currently working with our vendors to reduce the extent of damages during shipment which does include changes to our packaging and even a change in vendors. I would like to thank Mr*** for the acknowledging the great performance of our product.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
See Attached
Regards,
*** ***

!st When we built this engine it was a long block and I agreed to build the complete engine at no extra charge.Then the engine was built to *** There was a mistake on out part to change Mrs *** sr# on her valve cover to a 4kgI feel its a shame that this has happened
with this complaint We replaced her bell housing her turbo housing at no charge as well as other repairs to help and be nice then we deliver her engine miles away at no charge and I have tried calling her back multiable times and then bounces a check on us, its a shame the world we live in the more we do the more problems we haveThis is why caterpillar wont do any thing without charging Doug Jacobs President Jacobs Diesel/Virginia Diesel

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.? I did receive the refund
Regards,
*** ***

We are unsure what Mr***'s expectations are at this point.? We feel that our company has gone above and beyond the reasonable expectation by sending someone to *** *** to assist the customer in diagnosing his issue.? ? Please note that Mr***'s warranty is a parts only warranty.While in *** ***, our mechanic spent hours on 12/05/checking and double checking the warranted components on the customers engine ensuring that there was not a parts issue.? Two (2) separate sets of injectors were installed and valve and synchronization adjustments were rechecked and there were no issues.? The truck (engine) was road tested and the primary? issue was the engine seemed as if it was starving for fuel.? The customer was again questioned regarding a fuel diagnostic test that he was asked to perform and again the customer indicated that he had already performed the test and this was not the issue.? Work was discontinued for the day and would resume on 12/06/2016.On 12/06/2016? tolerances were rechecked for valve adjustments and clearances and no discrepancies were found.? The fuel bypass test was then performed (see previous response)? and it was diagnosed as being a fuel/air issue caused somewhere in the fuel supply system.? Virginia Diesel did not provide or sell any of these components and is? not responsible for its diagnosis or repair.? We stand by the current issue with this engine as being an installation issue on the customers part.? It is now the customers responsibility to ensure that? clean, filtered? and un aerated fuel is being supplied to the engine.? Mr*** did not have a filtration system in place and active on this engine at the time our mechanic was present and on scene in *** *** ***? We do not know how long or if a filtration system has ever been active on this engine.? Mr*** has contributed to the issues with this engine and may have caused progressive damage by not ensuring a clean flow of fuel to the engine and its components.The customer called us indicating that the the current fuel pressure was not significant enough? and questioned how the governor works.? We therefore sent him? a replacement governor.? Please note we do not believe this is a contributing factor to his present issue as the engine is being operated with unfiltered fuel.? Going forward Mr*** will need to return all parts to us that we have supplied a replacement for.?

We are in receipt of the complaint filed with your office and are pleased to offer the following response? Please pardon our delay in responding as we have been working with this customer in an attempt to successfully resolve his concerns.We are unable to substantiate the customer’s claim of antifreeze in the oil? We requested the customer send us pictures of the oil dip stick and upon receipt we are unable to see the milky white substance that is produced when oil and water mix.We therefore requested that the customer return the engine and we would build and ship another engine? Upon receipt of the engine an oil sample was pulled from the oil remaining in the oil pan and this was tested at the lab at *** ***? The result of this test showed antifreeze as a contaminant with no metal particles present? A milky white substance was not present in the engine which would result if the engine was operated with a glycol containment present.Mr***’s engine was inspected and we found the turbo fins were damaged? VA Diesel replaced the damaged turbo at a cost of $despite the fact that the customer has a parts only warranty and this damage resulted from the customer neglecting to replace the air filter? The customer was not billed for any shipping charges that generated from the sale, return or replacement of the engine or any of its components.The implication that the delivery or acceptance of the returned engine was delayed is unsupported and absurd? We have attempted to resolve every issue that the customer has made us aware of? ? We are not responsible for delays by our shipping vendors.On November 26, 2016, ? the customer contacted us involving rough idle issues? The customer complaint was as follows “Engine runs really bad and continues into low ranges, what do you want to do about it? ? Do you have anyone in mind to look at it?” ? We advised the customer that we would send someone out to his location to assistPrior to we asked a series of questions to help diagnose and assist the customer which included self-tests for the customer to conduct? The customer advised us that he had conducted these tests with no change in the result? This included disconnecting the engine from its primary fuel source (fuel tank) and to fuel the engine directly from a gas can with a sight glass inserted into the line? The customer indicated this test was completed and he was continuing to experience the same issue.? On December 5, 2016, we sent a representative to *** *** ** to address the most recent concern of the customer involving the rough idle issues.Upon arrival in *** *** ** at the home of the Mr***, it was discovered that the engine was missing? Our mechanic noticed that the engine was missing a fuel filter between the fuel tank and the governor? (6) Fuel injectors were replaced, valve adjustment and timing setting were checked, truck started and a road test was performed? Our mechanic diagnosed the primary issue as the engine was starving for fuel? The testing was commenced for the day due to time and daylight issues? Arrangements made to continue testing the next morning.December 06, our mechanic again went to Mr***’s home and rechecked the engine and instructed the customer to have a fuel sight glass assembled at a local parts store at our expense? This was paid for by VaDiesel and the tool retained by Mr***? Upon installation of the sight glass within the primary fuel line air bubbles were present in the system? The main fuel line was disconnected from the fuel tank and a bypass line was installed from a bucket filled with clean diesel fuel to the engine? The engine was again started and no issues were noted and the idle was smooth? The customer was questioned again regarding the original test requested to be performed and the customer had no response? It is our belief that this test was never performed by the customer.Mr*** was advised at this time that there is no issue with the engine that he has a problem with air entering the fuel system between the fuel tank and the governor? Our mechanic also advised Mr*** that a fuel filter needed to be installed, the customer indicated that he had bypassed the fuel/water separator to see if the engine would run better? We would also like to take the opportunity to address the fuel lines that were replaced by the customer, this are rubber fuel lines and the possibility of collapse under pressure does exist? Mr***’s defaming remark that our product is defective due to shoddy workmanship is unsupportive and offensive at best? The customer was offered a refund and this was declined? Mr***’s core engine is still in our possession and available to the customer? We feel that we have addressed every concern of our customer but do feel that the customer has a responsibility to ensure the installation of the engine and quality of workmanship is of the highest caliber and his therefore is not the responsibility of Virginia Diesel.Should Mr*** still be unhappy with the quality of our product we would like to once again extend to him the offer of a refund and the return of his core engine? The $2,core refund that the customer received will be deducted from the final refund? This core charge was previously refunded to the customer per the attached complaint and documentation? We will require the engine to be shipped to us at the customer’s expense and we will ship the core engine back to the customer as his expense? Please note that a refund will not be processed until a thorough inspection of the returned engine is completed and finalized.Should you require more information or have further questions or concerns, please feel free to reach out to me directly?

We are unsure what Mr. [redacted]'s expectations are at this point.  We feel that our company has gone above and beyond the reasonable expectation by sending someone to [redacted] to assist the customer in diagnosing his issue.   Please note that Mr. [redacted]'s warranty is a parts only warranty.While in [redacted], our mechanic spent 7.5 hours on 12/05/2016 checking and double checking the warranted components on the customers engine ensuring that there was not a parts issue.  Two (2) separate sets of injectors were installed and valve and synchronization adjustments were rechecked and there were no issues.  The truck (engine) was road tested and the primary issue was the engine seemed as if it was starving for fuel.  The customer was again questioned regarding a fuel diagnostic test that he was asked to perform and again the customer indicated that he had already performed the test and this was not the issue.  Work was discontinued for the day and would resume on 12/06/2016.On 12/06/2016 tolerances were rechecked for valve adjustments and clearances and no discrepancies were found.  The fuel bypass test was then performed (see previous response) and it was diagnosed as being a fuel/air issue caused somewhere in the fuel supply system.  Virginia Diesel did not provide or sell any of these components and is not responsible for its diagnosis or repair.  We stand by the current issue with this engine as being an installation issue on the customers part.  It is now the customers responsibility to ensure that clean, filtered  and un aerated fuel is being supplied to the engine.  Mr. [redacted] did not have a filtration system in place and active on this engine at the time our mechanic was present and on scene in [redacted]  We do not know how long or if a filtration system has ever been active on this engine.  Mr. [redacted] has contributed to the issues with this engine and may have caused progressive damage by not ensuring a clean flow of fuel to the engine and its components.The customer called us indicating that the the current fuel pressure was not significant enough and questioned how the governor works.  We therefore sent him a replacement governor.  Please note we do not believe this is a contributing factor to his present issue as the engine is being operated with unfiltered fuel. Going forward Mr. [redacted] will need to return all parts to us that we have supplied a replacement for.

In response to your letter dated July 25, 2016 regardingcomplaint ID# [redacted] we would like to advise the following:We acknowledge there was a delay in refunding thecustomers core deposit of $2,000.00 and that the customerdid receive a company check for that amount which wasreturned by our bank as...

NSF.We have been in contact with our customer and did advisethat a check that was presented to our bank for deposit wasreturned and therefore caused the customers refund check tobe returned. The correction of this issue was delayed byseveral events including the death of the owner's mother, hisson deploying to the Middle East with the United StatesMarine Corps and a heat related medical issue. Althoughthese are not adequate excuses for our customersinconvenience we have asked for a certain amount ofunderstanding.We have refunded the core charge of $2,000.00 and $400.00in fees as of the date of this letter along with a sincere letterof apology to our customer. Please note that we made abusiness exception to refund the full core charge to thecustomer despite the core received not being in good orderThe block contained cracks between the head bolts, thecylinder head was damaged and the turbo was also damagedand was not correct for this application.We would also like to address the customers concern of therefund of his $8800.00 payment for the Re manufactured CAT3116 engine. The customer has received the product that wasordered. We will not be providing a refund for the engine.The warranty is intact should a problem arise. Any complaintsthe customer has had to this point have been satisfactorilyresolved including the following:We have sent the customer a new front seal, a sensor that isno longer available for sale and a harmonic balancer at ourexpense to remedy the customer's issues from installationerrors that were not caused by our company. We also paidthe full shipping charges which included the freight for thepurchased engine and the shipping to have our core returnedto us to remedy the original shipping delay.We would like to thank you for bringing this matter to ourattention and hope that this information has proved helpful inresolving this issue.Should you have further questions or need additionalassistance, please feel free to contact us.Sincerely,Douglas JacobsPresidentVirginia Diesel & Truck Repair, Inc

!st When we built this engine it was a long block and I agreed to build the complete engine at no extra charge.Then the engine was built to [redacted] There was a mistake on out part to change Mrs [redacted] sr# on her valve cover to a 4kg08533. I feel its a shame  that this has happened...

with this complaint We replaced her bell housing her turbo housing at no charge as well as other repairs to help and be nice then  we deliver her engine 223 miles away at no charge and I have tried calling her back multiable times  and then bounces a check on us, its a shame the world we live in the more we do the more problems we have. This is why caterpillar wont do any thing without charging   Doug Jacobs  President  Jacobs Diesel/Virginia Diesel

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
See Attached
Regards,
[redacted]

We are in receipt of the complaint filed with your office and are pleased to offer the following response.  Please pardon our delay in responding as we have been working with this customer in an attempt to successfully resolve his concerns.We are unable to substantiate the customer’s claim of antifreeze in the oil.  We requested the customer send us pictures of the oil dip stick and upon receipt we are unable to see the milky white substance that is produced when oil and water mix.We therefore requested that the customer return the engine and we would build and ship another engine.   Upon receipt of the engine an oil sample was pulled from the oil remaining in the oil pan and this was tested at the lab at [redacted].  The result of this test showed antifreeze as a contaminant with no metal particles present.  A milky white substance was not present in the engine which would result if the engine was operated with a glycol containment present.Mr. [redacted]’s engine was inspected and we found the turbo fins were damaged.  VA Diesel replaced the damaged turbo at a cost of $1700.00 despite the fact that the customer has a parts only warranty and this damage resulted from the customer neglecting to replace the air filter.  The customer was not billed for any shipping charges that generated from the sale, return or replacement of the engine or any of its components.The implication that the delivery or acceptance of the returned engine was delayed is unsupported and absurd.   We have attempted to resolve every issue that the customer has made us aware of.    We are not responsible for delays by our shipping vendors.On November 26, 2016,   the customer contacted us involving rough idle issues.  The customer complaint was as follows “Engine runs really bad and continues into low ranges, what do you want to do about it?  Do you have anyone in mind to look at it?”   We advised the customer that we would send someone out to his location to assist. Prior to we asked a series of questions to help diagnose and assist the customer which included self-tests for the customer to conduct.  The customer advised us that he had conducted these tests with no change in the result.  This included disconnecting the engine from its primary fuel source (fuel tank) and to fuel the engine directly from a gas can with a sight glass inserted into the line.  The customer indicated this test was completed and he was continuing to experience the same issue. On December 5, 2016, we sent a representative to [redacted] to address the most recent concern of the customer involving the rough idle issues.Upon arrival in [redacted] at the home of the Mr. [redacted], it was discovered that the engine was missing.  Our mechanic noticed that the engine was missing a fuel filter between the fuel tank and the governor.  (6) Fuel injectors were replaced, valve adjustment and timing setting were checked, truck started and a road test was performed.  Our mechanic diagnosed the primary issue as the engine was starving for fuel.  The testing was commenced for the day due to time and daylight issues.  Arrangements made to continue testing the next morning.December 06, 2016 our mechanic again went to Mr. [redacted]’s home and rechecked the engine and instructed the customer to have a fuel sight glass assembled at a local parts store at our expense.  This was paid for by Va. Diesel and the tool retained by Mr. [redacted].  Upon installation of the sight glass within the primary fuel line air bubbles were present in the system.  The main fuel line was disconnected from the fuel tank and a bypass line was installed from a bucket filled with clean diesel fuel to the engine.  The engine was again started and no issues were noted and the idle was smooth.  The customer was questioned again regarding the original test requested to be performed and the customer had no response.  It is our belief that this test was never performed by the customer.Mr. [redacted] was advised at this time that there is no issue with the engine that he has a problem with air entering the fuel system between the fuel tank and the governor.  Our mechanic also advised Mr. [redacted] that a fuel filter needed to be installed, the customer indicated that he had bypassed the fuel/water separator to see if the engine would run better.   We would also like to take the opportunity to address the fuel lines that were replaced by the customer, this are rubber fuel lines and the possibility of collapse under pressure does exist.  Mr. [redacted]’s defaming remark that our product is defective due to shoddy workmanship is unsupportive and offensive at best.  The customer was offered a refund and this was declined.  Mr. [redacted]’s core engine is still in our possession and available to the customer.  We feel that we have addressed every concern of our customer but do feel that the customer has a responsibility to ensure the installation of the engine and quality of workmanship is of the highest caliber and his therefore is not the responsibility of Virginia Diesel.Should Mr. [redacted] still be unhappy with the quality of our product we would like to once again extend to him the offer of a refund and the return of his core engine.  The $2,000.00 core refund that the customer received will be deducted from the final refund.  This core charge was previously refunded to the customer per the attached complaint and documentation.   We will require the engine to be shipped to us at the customer’s expense and we will ship the core engine back to the customer as his expense.  Please note that a refund will not be processed until a thorough inspection of the returned engine is completed and finalized.Should you require more information or have further questions or concerns, please feel free to reach out to me directly.

Review: purchased a remanufactured engine from owner doug jacobs had filed a complaint with att. general about massive delay in receiving engine was resolved I paid $10800 for engine which included a refundable core charge of $2000.00 upon return of my old engine virginia diesel finally sent me the core charge money back but their check is no good also they do not return calls or emails I have a 1 year written gaurantee on engine that probably is also no good I have had contact with them once by phone since this occuredDesired Settlement: return of my core deposit of $2000.00 plus all bank charges I have incurred plus a deposit of the $8800.00 I originally paid for engine as I feel I have no protection if it fails and I would return this amount if the engine makes it thru the warranty period this bad check has overdrawn my account

Business

Response:

In response to your letter dated July 25, 2016 regardingcomplaint ID# [redacted] we would like to advise the following:We acknowledge there was a delay in refunding thecustomers core deposit of $2,000.00 and that the customerdid receive a company check for that amount which wasreturned by our bank as NSF.We have been in contact with our customer and did advisethat a check that was presented to our bank for deposit wasreturned and therefore caused the customers refund check tobe returned. The correction of this issue was delayed byseveral events including the death of the owner's mother, hisson deploying to the Middle East with the United StatesMarine Corps and a heat related medical issue. Althoughthese are not adequate excuses for our customersinconvenience we have asked for a certain amount ofunderstanding.We have refunded the core charge of $2,000.00 and $400.00in fees as of the date of this letter along with a sincere letterof apology to our customer. Please note that we made abusiness exception to refund the full core charge to thecustomer despite the core received not being in good orderThe block contained cracks between the head bolts, thecylinder head was damaged and the turbo was also damagedand was not correct for this application.We would also like to address the customers concern of therefund of his $8800.00 payment for the Re manufactured CAT3116 engine. The customer has received the product that wasordered. We will not be providing a refund for the engine.The warranty is intact should a problem arise. Any complaintsthe customer has had to this point have been satisfactorilyresolved including the following:We have sent the customer a new front seal, a sensor that isno longer available for sale and a harmonic balancer at ourexpense to remedy the customer's issues from installationerrors that were not caused by our company. We also paidthe full shipping charges which included the freight for thepurchased engine and the shipping to have our core returnedto us to remedy the original shipping delay.We would like to thank you for bringing this matter to ourattention and hope that this information has proved helpful inresolving this issue.Should you have further questions or need additionalassistance, please feel free to contact us.Sincerely,Douglas JacobsPresidentVirginia Diesel & Truck Repair, Inc

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. This has been resolved.

Regards,