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Western Branch Diesel, Inc.

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Western Branch Diesel, Inc. Reviews (1)

Review: [redacted] paid Western Branch Diesel $ 993.37 to fix our [redacted] with fuel problem {dirty fuel tank] they released the truck after paying the bill of course, we drove the truck less then 100 miles and the same trouble return, I spoke with [redacted] in regards to this matter without a solution. I am a 70 year old man that laid on the ground to drain the 35 gal. of fuel [1 gal. at a time ] and flush the tank because I could not aford to pay again, I feel that I was mislead on the hours they worked when it only took me and my driver 3 hours [ they drained the tank with a pump] to do the same thing they did only I fixed it, [redacted] claimed they worked 20 hours on it but did not charge me but 10 hours. If they would charge me for the filter they said they replaced and 3 hours labor at $ 90.00 per hour a total of $ 291.00 with a refund to [redacted] for $ 702.37.Desired Settlement: refund of $ 702.37.

Business

Response:

Complaint Case #[redacted]

Response:

The [redacted] in question was brought to us with the complaint “AFTER RUNNING OUT OF FUEL, THE VEHICLE SURGES AND CUTS OFF. CUSTOMER BELIEVES IT IS TRANSMISSION RELATED.” As our technician was test driving the unit with customer, the truck demonstrated signs of a serious engine issue and not a transmission issue as was first reported.

We brought the unit into the shop for diagnosis of engine symptoms. Our technician connected the diagnostic laptop to the vehicle to retrieve fault codes. The single active code that was stored was for low fuel pressure. The technician then checked fuel pump pressure and found the pressure to be below normal specification. We started checking for broken or loose fuel lines that would cause this issue. The pickup tubes were removed from the fuel tanks for visual inspection with no issues found. A fuel sample was tanken from each tank and the results showed that the large fuel tank was contaminated with rust and water.

We called the customer on the telephone and informed him that he needed the large fuel tank replaced because of the amount of rust involved. The customer declined replacing the fuel tank because of funds available. During the course of that conversation we discussed the possibility of trying to reroute the fuel lines to the small tank so the truck would be useable. The customer agreed to this course of action and we attempted the conversion as agreed to during the phone conversation.

We attempted to fabricate new lines but had no success in finding parts locally or from our vendors. Upon further investigation while trying to procure parts, we discovered that the fuel lines consist of pre-formed, hard plastic with special proprietary fittings utilized by [redacted] during vehicle manufacturing and are not readily available through the local [redacted]. At this point, the decision was made to use our fuel flushing machine to try and clean the tank while at same time elevating the truck in different angles in an attempt to remove as much debris as possible. We were able to remove approximately 32 oz. of water and rust during this process. After performing as thorough a flush as possible, we installed the freshly cleaned fuel into tank and replaced the inline fuel filter with a new filter. After completion, the technician test drove the vehicle for 30 minutes without any issues from engine or transmission.

The [redacted] called Western Branch Diesel on the afternoon of Friday September 20th to let us know that his vehicle was acting up again. The shop foreman, [redacted] who had initially been helping [redacted] with this problem, asked him to run the vehicle over the weekend to see if it would clear up any and call us back on Monday morning if it had not. [redacted] called on Tuesday and again spoke with [redacted]. He was extremely upset and did not give us a chance to help him resolve the issue with his vehicle. He simply accused us of not doing the work that was stated on the invoice and hung up the phone on [redacted].

Per the phone call mentioned above in the third paragraph, the owner was made aware that his tank needed to be replaced or rust would continue to cause him issues. There is no way to remove the rust from the walls of the tank and it will continue to flake off and plug the fuel system. We believe [redacted] was charged a reasonable amount for the work we performed when considering the time and effort in diagnostics, allocation of parts, and labor for flushing the fuel system and installation of the new filter. We cannot guarantee a repair when there is a known failed part that the customer refuses to replace.

Thank You,

Western Branch Diesel, Inc.

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Description: Auto Parts & Supplies - New, Automotive Parts and Accessories Stores (NAICS: 441310)

Address: P.O. Box 9730, Henrico, Virginia, United States, 23228

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