Cummins Power Systems, Incorporated

Dear [redacted] ***,I am writing today in correspondence # the letter received on July 23rd, 2015, in reference to Revdex.com Complaint ID: [redacted] ( [redacted] ).My name is Gregory M***I am the Service Manager for the Cummins Power Systems, Bristol, PA locationWe had a service repair with *** [redacted] ( [redacted] ) dated May 11th for an EGR cooler replacement and other associated repairs [redacted] was quoted on May 12th to replace the internally leaking EGR cooler as well as replacing the engine turbocharger (covered by parts warranty), remove and clean the air intake pipe, differential pressure sensor and sensing tubes, EGR valve, and EGR crossover pipe of coolant contamination and soot build up, also to remove and correctly install the boost pressure sensor and performed a lube oil and filter change on their Cummins [redacted] engine in an [redacted] road tractorThe estimate for repairs were sent to [redacted] via fax pn May 14", She then signed and returned via fax the same day for a total of $minus the turbocharger cost of $due to a still active parts warranty from a previous repair within the last yearThis brought her estimate to $for the aforementioned repairsThe estimate was then authorized by [redacted] and repairs were completed by May 18th [redacted] paid the invoice for a total amount of $via Credit Card on the day of completionAccording to [redacted] ***, the repair estimate seemed too highThis was agreed upon by the Operations Manager on site, he thén proceeded to credit her in the amount of $due to the overlapping labor from the turbocharger and EGR cooler replacementShe accepted the credit and paid the balance in fullA credit was issued to her card in the amount for the difference.After a few months, [redacted] contacted Chad P [redacted] , Regional Operations Manager, inquiring as to why the repair costs were so highIt was explained to her that not only was the EGR cooler replaced, but the other repairs as mentioned above were also performed as per her authorization on the original estimateShe proceeded to deny any authorization of this repair and claimed we overcharged herShe requested more money back from us for services not agreed upon and not authorizedWe informed her we had her signed authorization for estimate of repairs and documentation supporting itLater that day, Chad P [redacted] contacted me and as a goodwill gesture, authorized me to credit her an additional $I contacted [redacted] the same day and advised her that I would issue her a credit memo, and will send it to her via mail as soon as possibleShe did not accept this resolution stating we had charged her too much for the repair [redacted] stated that she found another dealer that would perform an EGR coolerreplacement for $I advised her that this was not just an EGR cooler replacement and there were multiple other items that were explained to her and she hadauthorized for repairs via the signed and faxed estimate [redacted] still would not accept this answer and demanded additional overcharged her for repairs renderedlaw [redacted] and the Revdex.com.I have attached a copy of the invoice authorization of the estimate for repai credit memo issued months laterI ha Chad P [redacted] , and IWe have tried to again to no availWe have strived to s cannot credit her 50% of her agreed ufunds up to $2400.00, claiming we grossly [redacted] then stated that she would contact her ??.he received for repairs, her signed and faxed, the $credit memo, and the additional $We alto attached the email trail between [redacted] ***f,resolve this issue with this customer time and time atisfy this customer in every way possible but we pon and paid invoice without due cause.Respectfully,Gregory MEngine Service Manager

From: [redacted] .com>Date: Tue, Aug 25, at 3:PMSubject: Re: Fw: complaint # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Hi [redacted] ***, the business never refunded me the second amount they claimed in their letterNot sure what to do at this point?Sent from [redacted] Mail on [redacted]

From: [redacted] < [redacted] @***.com>Date: Fri, Aug 14, at 12:AMSubject: Fw: complaint # 10725941To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> Dear [redacted] ***, Thank you for giving me an opportunity to rebuttalAfter reading the letter from Cummins Power I had to write back, because they fabricated everything they wrote, even the datesThe only reason we signed to get the work done was, because we were told that an adjustment would be made at the very end after the warranty work went throughIt took them a week to do a job that was suppose to take days and we had to actually call a manager regarding that issue as well After a week they called us at 4pm on 5/to pick up the truck and ONLY then did we get the pricing which went from $8,to $5, My driver had to pay and leave because he was eager to get back to work after a week of waiting around for the truck I immediately called Brian Ford to ask about why the bill was so high and he told me its because they have a glitch in their system and cannot charge labor back to the warranty company I told him its not my issue and later in the night he called with a $random credit After being unable to find someone to help me at the Cummins Power of Bristol I called Chad P [redacted] the regional manager on 5/28/15; weeks later and not months later as said per Mr M [redacted] letter ( see below correspondence for dates)After a month of Chad trying to research the issue he came back with another random credit of $which I NEVER received.On June 8th I called Mr K [redacted] at ###-###-#### at Cummins Corporate regarding this issue and he said he can see the Turbo being charged back to warranty but no labor He couldn't understand why they did one without the other.This company has no basis on how they make their prices or give credits They have clearly a system and management issue They try to take advantage of people based on ignoring their request for answers or just bunch of lies I was issued only one credit of $and nothing else I demand this company to get honest and refund us our labor fee associated with the Turbo or we will pursue legal action[redacted] **Partner Hi ***, My apologies for not respondingI thought I had answered your concerns in my last emailThe labor charges that are applied to your invoice are for the EGR cooler R/I, which was not covered under Cummins WarrantyThe reason you received warranty on the Turbo was during the EGR cooler replacement we have an inspection process that takes place so we ensure that all the component’s meet reuse guidelinesThe turbo did not pass the reuse guidelines therefore it was replaced under Cummins WarrantyI have confirmed through our Cummins Warranty team that we can apply the SRT time to Warranty for your turboThe SRT time is hours so Brian Ford will be issue you a credit of $ThanksChad [redacted] P [redacted] Regional Operations ManagerCummins Power SystemsCell: ###-###-####www.powersystems.cummins.com From: [redacted] [ [redacted] @***.com] Sent: Monday, June 29, 9:AMTo: Chad [redacted] P [redacted] Subject: Re: EGR Cooler replacement and Turbo Chad, I have been trying to get an answer from you since May as to why my Turbo labor was not submitted to Cummins Clearly, when I call Cummins they have it documented as part submitted for my Turbo but not Labor and they don't understand why Could you after a two months get this resolved for me This is clearly a fault with Cummins Power of Bristol [redacted] [redacted] @***.com Cell-###-###-#### Fax-###-###-#### From: Chad [redacted] P [redacted] < [redacted] @cummins.com>To: [redacted] < [redacted] @***.com> Sent: Wednesday, June 17, 2:PMSubject: RE: EGR Cooler replacement and Turbo Hi *** I’m not sure what happened with my original responseI was out all last week so I’m just catching up on email nowI reviewed the invoice and found the turbo to be applied to Cummins warranty as outlinedI spoke with the technician and he explained the EGR cooler was the fail point, when he removed the turbo he visually found the sector gear locked up so he replaced it with another turbo during the repairI guess when you provided them with the original invoice they applied the turbo to WarrantyI attached the signed estimate that was provided by the shop in Bristol that included the turbo on itI’m confused about the statement they never spoke with you about the turboThe technician said the A/C compressor was unhooked upon arrival and documented such on the paperworkI was not able to determine an overcharge so I was hoping you could explain what the overcharge actually was? I did notice the shop issued you a $credit after you spoke with Brian FCan you explain what your comparing this invoice too in order to determine an overcharge? ThanksChad [redacted] P [redacted] Regional Operations ManagerCummins Power SystemsCell: ###-###-####www.powersystems.cummins.com From: [redacted] [mailto: [redacted] @***.com] Sent: Thursday, June 11, 5:PMTo: Chad [redacted] P [redacted] Subject: Re: EGR Cooler replacement and Turbo Chad, I never heard back from you??? [redacted] [redacted] @***.com Cell-###-###-#### Fax-###-###-#### From: Chad [redacted] P [redacted] < [redacted] @cummins.com>To: [redacted] < [redacted] @***.com> Sent: Thursday, May 28, 11:AMSubject: RE: EGR Cooler replacement and Turbo Hi *** Sorry for the slow responseI should have you an answer Friday morning when I complete my review of the repairThanksChad B P [redacted] Regional Operations ManagerCummins Power SystemsCell: ###-###-####www.powersystems.cummins.com From: [redacted] [mailto: [redacted] @***.com] Sent: Tuesday, May 26, 5:PMTo: Chad B P [redacted] Subject: EGR Cooler replacement and Turbo Hi Chad, thank you for taking the time to speak with me today As per our conversation today on 5/11/we took in our International in for an EGR cooler replacement Knowing that the Turbo could potentially be an issue I gave them my warranty from Cummins since it was under a year of parts and labor warranty When we picked up the truck on 5/18/they charged us $5,201.00( Invoice # 012-12399) They never even indicated that I needed a Turbo replacement until the day of pick upWhen I asked Brian about the outrageous charge he just said that's how it is and they cant separate Egr labor from Turbo labor Later in the evening Mike called to give me a $credit and told me this happens due to a glitch in the system??? I hope you can see why I am turning to you for some answers I have to tell you this was my first experience in this shop and I am anything but thrilled about the customer service In addition, I am concerned about how our A/C compressor was thrown back in the truck not connected or functioning Our driver went on the road after he picked up the truck and said compressor was disconnectedIt took a full week to do this job that takes basically a day anywhere else and then the wonderful surprise at the end with the glitch I hope you are able to solve this issue for usBest regards, [redacted] [redacted] @***.com Cell-###-###-#### Fax-###-###-####

From: *** ***.com>Date: Tue, Aug 25, at 3:PMSubject: Re: Fw: complaint # ***To: *** ***
Hi ** ***, the business never refunded me the second amount they claimed in their letterNot sure what to do at this point?Sent from *** Mail on ***

From: *** ***Date: Fri, Aug 14, at 12:AMSubject: Fw: complaint # 10725941To: "***@myRevdex.com.org"
Dear ** ***,
Thank you for giving me an opportunity to rebuttalAfter reading the letter from Cummins Power I had to write back, because they fabricated everything they wrote, even the dates.
The only reason we signed to get the work done was, because we were told that an adjustment would be made at the very end after the warranty work went through. It took them a week to do a job that was suppose to take days and we had to actually call a manager regarding that issue as well. After a week they called us at 4pm on 5/18 to pick up the truck and ONLY then did we get the pricing which went from $8,to $5,564.04. My driver had to pay and leave because he was eager to get back to work after a week of waiting around for the truck. I immediately called Brian Ford to ask about why the bill was so high and he told me its because they have a glitch in their system and cannot charge labor back to the warranty company. I told him its not my issue and later in the night he called with a $random credit. After being unable to find someone to help me at the Cummins Power of Bristol I called Chad P*** the regional manager on 5/28/15; weeks later and not months later as said per Mr M*** letter ( see below correspondence for dates)After a month of Chad trying to research the issue he came back with another random credit of $which I NEVER receivedOn June 8th I called Mr K*** at ###-###-#### at Cummins Corporate regarding this issue and he said he can see the Turbo being charged back to warranty but no labor. He couldn't understand why they did one without the otherThis company has no basis on how they make their prices or give credits. They have clearly a system and management issue. They try to take advantage of people based on ignoring their request for answers or just bunch of lies. I was issued only one credit of $and nothing else. I demand this company to get honest and refund us our labor fee associated with the Turbo or we will pursue legal action*** ***
*** *** **
Partner
Hi ***,
My apologies for not respondingI thought I had answered your concerns in my last email
The labor charges that are applied to your invoice are for the EGR cooler R/I, which was not covered under Cummins WarrantyThe reason you received warranty on the Turbo was during the EGR cooler replacement we have an inspection process that takes place so we ensure that all the component’s meet reuse guidelinesThe turbo did not pass the reuse guidelines therefore it was replaced under Cummins WarrantyI have confirmed through our Cummins Warranty team that we can apply the SRT time to Warranty for your turboThe SRT time is hours so Brian Ford will be issue you a credit of $
Thanks
Chad * P***
Regional Operations Manager
Cummins Power Systems
Cell: ###-###-####
www.powersystems.cummins.com
From: *** *** [***@***.com] Sent: Monday, June 29, 9:AMTo: Chad * P***Subject: Re: EGR Cooler replacement and Turbo
Chad, I have been trying to get an answer from you since May as to why my Turbo labor was not submitted to Cummins Clearly, when I call Cummins they have it documented as part submitted for my Turbo but not Labor and they don't understand why Could you after a two months get this resolved for me This is clearly a fault with Cummins Power of Bristol
*** *** ***@***.com Cell-###-###-#### Fax-###-###-####
From: Chad * P*** To: *** *** Sent: Wednesday, June 17, 2:PMSubject: RE: EGR Cooler replacement and Turbo
Hi ***
I’m not sure what happened with my original responseI was out all last week so I’m just catching up on email now
I reviewed the invoice and found the turbo to be applied to Cummins warranty as outlinedI spoke with the technician and he explained the EGR cooler was the fail point, when he removed the turbo he visually found the sector gear locked up so he replaced it with another turbo during the repairI guess when you provided them with the original invoice they applied the turbo to Warranty
I attached the signed estimate that was provided by the shop in Bristol that included the turbo on itI’m confused about the statement they never spoke with you about the turbo
The technician said the A/C compressor was unhooked upon arrival and documented such on the paperwork
I was not able to determine an overcharge so I was hoping you could explain what the overcharge actually was? I did notice the shop issued you a $credit after you spoke with Brian FCan you explain what your comparing this invoice too in order to determine an overcharge?
Thanks
Chad * P***
Regional Operations Manager
Cummins Power Systems
Cell: ###-###-####
www.powersystems.cummins.com
From: *** *** [mailto:***@***.com] Sent: Thursday, June 11, 5:PMTo: Chad * P***Subject: Re: EGR Cooler replacement and Turbo
Chad, I never heard back from you???
*** *** ***@***.com Cell-###-###-#### Fax-###-###-####
From: Chad * P*** To: *** *** Sent: Thursday, May 28, 11:AMSubject: RE: EGR Cooler replacement and Turbo
Hi ***
Sorry for the slow responseI should have you an answer Friday morning when I complete my review of the repair
Thanks
Chad B P***
Regional Operations Manager
Cummins Power Systems
Cell: ###-###-####
www.powersystems.cummins.com
From: *** *** [mailto:***@***.com] Sent: Tuesday, May 26, 5:PMTo: Chad B P***Subject: EGR Cooler replacement and Turbo
Hi Chad, thank you for taking the time to speak with me today As per our conversation today on 5/11/we took in our International in for an EGR cooler replacement Knowing that the Turbo could potentially be an issue I gave them my warranty from Cummins since it was under a year of parts and labor warranty When we picked up the truck on 5/18/they charged us $5,201.00( Invoice # 012-12399) They never even indicated that I needed a Turbo replacement until the day of pick upWhen I asked Brian about the outrageous charge he just said that's how it is and they cant separate Egr labor from Turbo labor Later in the evening Mike called to give me a $credit and told me this happens due to a glitch in the system??? I hope you can see why I am turning to you for some answers I have to tell you this was my first experience in this shop and I am anything but thrilled about the customer service In addition, I am concerned about how our A/C compressor was thrown back in the truck not connected or functioning Our driver went on the road after he picked up the truck and said compressor was disconnectedIt took a full week to do this job that takes basically a day anywhere else and then the wonderful surprise at the end with the glitch I hope you are able to solve this issue for us
Best regards,
*** ***
***
*** ***@***.com Cell-###-###-#### Fax-###-###-####

Dear *** ***,I am writing today in correspondence # the letter received on July 23rd, 2015, in reference to Revdex.com Complaint ID: *** (***).My name is Gregory M***I am the Service Manager for the Cummins Power Systems, Bristol, PA locationWe had a service repair with *** ***
(*** ***) dated May 11th for an EGR cooler replacement and other associated repairs*** *** was quoted on May 12th to replace the internally leaking EGR cooler as well as replacing the engine turbocharger (covered by parts warranty), remove and clean the air intake pipe, differential pressure sensor and sensing tubes, EGR valve, and EGR crossover pipe of coolant contamination and soot build up, also to remove and correctly install the boost pressure sensor and performed a lube oil and filter change on their Cummins *** *** engine in an *** *** road tractorThe estimate for repairs were sent to *** *** via fax pn May 14", She then signed and returned via fax the same day for a total of $minus the turbocharger cost of $due to a still active parts warranty from a previous repair within the last yearThis brought her estimate to $for the aforementioned repairsThe estimate was then authorized by *** *** and repairs were completed by May 18th*** *** paid the invoice for a total amount of $via Credit Card on the day of completionAccording to *** ***, the repair estimate seemed too highThis was agreed upon by the Operations Manager on site, he thén proceeded to credit her in the amount of $due to the overlapping labor from the turbocharger and EGR cooler replacementShe accepted the credit and paid the balance in fullA credit was issued to her card in the amount for the difference.After a few months, *** *** contacted Chad P***, Regional Operations Manager, inquiring as to why the repair costs were so highIt was explained to her that not only was the EGR cooler replaced, but the other repairs as mentioned above were also performed as per her authorization on the original estimateShe proceeded to deny any authorization of this repair and claimed we overcharged herShe requested more money back from us for services not agreed upon and not authorizedWe informed her we had her signed authorization for estimate of repairs and documentation supporting itLater that day, Chad P*** contacted me and as a goodwill gesture, authorized me to credit her an additional $I contacted *** *** the same day and advised her that I would issue her a credit memo, and will send it to her via mail as soon as possibleShe did not accept this resolution stating we had charged her too much for the repair*** *** stated that she found another dealer that would perform an EGR coolerreplacement for $I advised her that this was not just an EGR cooler replacement and there were multiple other items that were explained to her and she hadauthorized for repairs via the signed and faxed estimate*** *** still would not accept this answer and demanded additional overcharged her for repairs renderedlaw*** and the Revdex.com.I have attached a copy of the invoice authorization of the estimate for repai credit memo issued months laterI ha Chad P***, and IWe have tried to again to no availWe have strived to s cannot credit her 50% of her agreed ufunds up to $2400.00, claiming we grossly *** *** then stated that she would contact her ??.he received for repairs, her signed and faxed, the $credit memo, and the additional $We alto attached the email trail between *** ***f,resolve this issue with this customer time and time atisfy this customer in every way possible but we pon and paid invoice without due cause.Respectfully,Gregory MEngine Service Manager

From: [redacted]<[redacted].com>Date: Fri, Aug 14, 2015 at 12:08 AMSubject: Fw: complaint # 10725941To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>  Dear [redacted], Thank you for giving me an opportunity to rebuttal. After reading the letter from Cummins Power I had to write back, because they fabricated everything they wrote, even the dates. The only reason we signed to get the work done was, because we were told that an adjustment would be made at the very end after the warranty work went through. It took them a week to do a job that was suppose to take 2 days and we had to actually call a manager regarding that issue as well.  After a week they called us at 4pm on 5/18 to pick up the truck and ONLY then did we get the pricing which went from $8,962.04 to $5,564.04.  My driver had to pay and leave because he was eager to get back to work after a week of waiting around for the truck.  I immediately called Brian Ford to ask about why the bill was so high and he told me its because they have a glitch in their system and cannot charge labor back to the warranty company.  I told him its not my issue and later in the night he called with a $334.96 random credit.  After being unable to find someone to help me at the Cummins Power of Bristol I called Chad P[redacted] the regional manager on 5/28/15; 2 weeks later and not months later as said per Mr M[redacted] letter ( see below correspondence for dates). After a month of Chad trying to research the issue he came back with another random credit of $390.00 which I NEVER received.On June 8th I called Mr K[redacted] at ###-###-#### at Cummins Corporate regarding this issue and he said he can see the Turbo being charged back to warranty but no labor.  He couldn't understand why they did one without the other.This company has no basis on how they make their prices or give credits.  They have clearly a system and management issue.  They try to take advantage of people based on ignoring their request for answers or just bunch of lies.  I was issued only one credit of $334.96 and nothing else.  I demand this company to get honest and refund us our labor fee associated with the Turbo or we will pursue legal action.[redacted]Partner Hi [redacted], My apologies for not responding. I thought I had answered your concerns in my last email. The labor charges that are applied to your invoice are for the EGR cooler R/I, which was not covered under Cummins Warranty. The reason you received warranty on the Turbo was during the EGR cooler replacement we have an inspection process that takes place so we ensure that all the component’s meet reuse guidelines. The turbo did not pass the reuse guidelines therefore it was replaced under Cummins Warranty. I have confirmed through our Cummins Warranty team that we can apply the SRT time to Warranty for your turbo. The SRT time is 3.0 hours so Brian Ford will be issue you a credit of $390.00. ThanksChad * P[redacted]Regional Operations ManagerCummins Power SystemsCell: ###-###-####www.powersystems.cummins.com From: [redacted].com] Sent: Monday, June 29, 2015 9:29 AMTo: Chad * P[redacted]Subject: Re: EGR Cooler replacement and Turbo Chad, I have been trying to get an answer from you since May as to why my Turbo labor was not submitted to Cummins.  Clearly, when I call Cummins they have it documented as part submitted for my Turbo but not Labor and they don't understand why.  Could you after a two months get this resolved for me.  This is clearly a fault with Cummins Power of Bristol.   [redacted].com Cell-###-###-#### Fax-###-###-#### From: Chad * P[redacted] <[redacted]@cummins.com>To: [redacted] <[redacted].com> Sent: Wednesday, June 17, 2015 2:32 PMSubject: RE: EGR Cooler replacement and Turbo Hi [redacted] I’m not sure what happened with my original response. I was out all last week so I’m just catching up on email now. I reviewed the invoice and found the turbo to be applied to Cummins warranty as outlined. I spoke with the technician and he explained the EGR cooler was the fail point, when he removed the turbo he visually found the sector gear locked up so he replaced it with another turbo during the repair. I guess when you provided them with the original invoice they applied the turbo to Warranty. I attached the signed estimate that was provided by the shop in Bristol that included the turbo on it. I’m confused about the statement they never spoke with you about the turbo. The technician said the A/C compressor was unhooked upon arrival and documented such on the paperwork. I was not able to determine an overcharge so I was hoping you could explain what the overcharge actually was? I did notice the shop issued you a $334 credit after you spoke with Brian F[redacted]. Can you explain what your comparing this invoice too in order to determine an overcharge?    ThanksChad * P[redacted]Regional Operations ManagerCummins Power SystemsCell: ###-###-####www.powersystems.cummins.com  From: [redacted] [mailto:[redacted].com] Sent: Thursday, June 11, 2015 5:24 PMTo: Chad * P[redacted]Subject: Re: EGR Cooler replacement and Turbo Chad, I never heard back from you??? [redacted].com Cell-###-###-#### Fax-###-###-#### From: Chad * P[redacted] <[redacted]@cummins.com>To: [redacted] <[redacted].com> Sent: Thursday, May 28, 2015 11:41 AMSubject: RE: EGR Cooler replacement and Turbo Hi [redacted] Sorry for the slow response. I should have you an answer Friday morning when I complete my review of the repair. ThanksChad B P[redacted]Regional Operations ManagerCummins Power SystemsCell: ###-###-####www.powersystems.cummins.com  From: [redacted] [mailto:[redacted].com] Sent: Tuesday, May 26, 2015 5:29 PMTo: Chad B P[redacted]Subject: EGR Cooler replacement and Turbo Hi Chad, thank you for taking the time to speak with me today.  As per our conversation  today on 5/11/15 we took in our 2010 International in for an EGR cooler replacement.  Knowing that the Turbo could potentially be an issue I gave them my warranty from Cummins  since it was under a year of parts and labor warranty.  When we picked up the truck on 5/18/15 they charged us $5,201.00( Invoice # 012-12399).  They never even indicated that I needed a Turbo replacement until the day of pick up. When I asked Brian about the outrageous charge he just said that's how it is and they cant separate Egr labor from Turbo labor.  Later in the evening Mike called to give me a $200 credit and told me this happens due to a glitch in the system??? I hope you can see why I am turning to you for some answers.  I have to tell you this was my first experience in this shop and I am anything but thrilled about the customer service.  In addition, I am concerned about how our A/C compressor  was thrown back in the truck  not connected or functioning.  Our driver went on the road after he picked up the truck and said compressor was disconnected. It took a full week to do  this job that takes basically a day anywhere else and then the wonderful surprise at the end with the glitch.  I hope you are able to solve this issue for us. Best regards,  [redacted].com Cell-###-###-#### Fax-###-###-####

Dear [redacted],I am writing today in correspondence # the letter received on July 23rd, 2015, in reference to Revdex.com Complaint ID: [redacted]).My name is Gregory M[redacted]. I am the Service Manager for the Cummins Power Systems, Bristol, PA location. We had a service repair with [redacted]...

[redacted]) dated May 11th 2014 for an EGR cooler replacement and other associated repairs. [redacted] was quoted on May 12th 2015 to replace the internally leaking EGR cooler as well as replacing the engine turbocharger (covered by parts warranty), remove and clean the air intake pipe, differential pressure sensor and sensing tubes, EGR valve, and EGR crossover pipe of coolant contamination and soot build up, also to remove and correctly install the boost pressure sensor and performed a lube oil and filter change on their Cummins [redacted] engine in an [redacted] road tractor. The estimate for repairs were sent to [redacted] via fax pn May 14", 2015. She then signed and returned via fax the same day for a total of $8962.04 minus the turbocharger cost of $3397.00 due to a still active parts warranty from a previous repair within the last year. This brought her estimate to $5565.04 for the aforementioned repairs. The estimate was then authorized by [redacted] and repairs were completed by May 18th. [redacted] paid the invoice for a total amount of $5201.00 via Credit Card on the day of completion. According to [redacted], the repair estimate seemed too high. This was agreed upon by the Operations Manager on site, he thén proceeded to credit her in the amount of $334.96 due to the overlapping labor from the turbocharger and EGR cooler replacement. She accepted the credit and paid the balance in full. A credit was issued to her card in the amount for the difference.After a few months, [redacted] contacted Chad P[redacted], Regional Operations Manager, inquiring as to why the repair costs were so high. It was explained to her that not only was the EGR cooler replaced, but the other repairs as mentioned above were also performed as per her authorization on the original estimate. She proceeded to deny any authorization of this repair and claimed we overcharged her. She requested more money back from us for services not agreed upon and not authorized. We informed her we had her signed authorization for estimate of repairs and documentation supporting it. Later that day, Chad P[redacted] contacted me and as a goodwill gesture, authorized me to credit her an additional $390.00. I contacted [redacted] the same day and advised her that I would issue her a credit memo, and will send it to her via mail as soon as possible. She did not accept this resolution stating we had charged her too much for the repair. [redacted] stated that she found another dealer that would perform an EGR coolerreplacement for $2200.00. I advised her that this was not just an EGR cooler replacement and there were multiple other items that were explained to her and she hadauthorized for repairs via the signed and faxed estimate. [redacted] still would not accept this answer and demanded additional overcharged her for repairs rendered. law[redacted] and the Revdex.com.I have attached a copy of the invoice authorization of the estimate for repai credit memo issued months later. I ha Chad P[redacted], and I. We have tried to again to no avail. We have strived to s cannot credit her 50% of her agreed ufunds up to $2400.00, claiming we grossly [redacted] then stated that she would contact her ??.he received for repairs, her signed and faxed, the $334 credit memo, and the additional $390 We alto attached the email trail between [redacted]f,resolve this issue with this customer time and time atisfy this customer in every way possible but we pon and paid invoice without due cause.Respectfully,Gregory MEngine Service Manager

From: [redacted].com>Date: Tue, Aug 25, 2015 at 3:10 PMSubject: Re: Fw: complaint # [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], the business never refunded me the second amount they claimed in their letter. Not sure what to do at this point?Sent from [redacted] Mail on [redacted]

Review: I have a brand new purchased oct 2012 ford mobile groom van w an onan generator . It is under warranty but failed after 5 months took it for repair and was still having issues brought back 2 more times was told was fine. Forth time brought back cause same oil leak issue was apparent after trying to tell me again it was fine I insisted it be further looked at and result was. Crack . It was fixed as of July 11 th and picked up. As of July 12 th the next the same issue was happening and for the days to follow. They would like me to bring it back again me while I'm 50 miles away need someone to follow me and am loosing customers and income be Ayer of the faulty machinery which I feel they are unable to correct the issues it has. They have refused to replace my unit and my warranty is running out quickly. I have been dealing with this for five months on a new pei e of equipment. Looking for help they have not been the best in resolving it except to attempt repair which keeps failing.Desired Settlement: Would like my defected unit replaced it is what runs my whole business n without it I'm out of work and income the unit was purchased new a value of 5300$

Business

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