Dorman Products, Incorporated

Re: Revdex.com complaint # [redacted] [redacted] , In good faith to [redacted] , we will issue a refund of her purchase price of the Dorman partPlease have her send the part to me at the address shown below along with a copy of the receipt for the purchase of the partOnce the Dorman part and receipt are received at Dorman, a check will be mailed to [redacted] within business days Thank you,Michael A [redacted] Quality EngineerDorman Products, IncEast Walnut stColmar, PA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me as long as the business refunds my money Regards, [redacted]

5/17/16We were contacted by [redacted] in regards to his concerns with the batteries which were installed into his vehicleWe have made arrangements to supply [redacted] with a [redacted] battery for his vehicle.We are still waiting on the return of the batteries that are alleged to be defectiveOnce received, we will test them for defects.Thank you,Michael A.Quality Engineer

Our written warranty is replacement of the part onlyAs a service to our direct Dorman customers, we accept reimbursement claims for review and issue a disposition on each claim which is submitted to usA claim is submitted by the direct Dorman customer by requesting an RGA number and then sending in the part for inspectionWe honor claims for reimbursement for the first year of service lifeUnfortunately, the part related to this matter was in service for nearly two yearsBased on this information, the request for reimbursement will not be honoredBelow is our written warranty for review.Dorman Products warrants that, for the product and period stated in the table above, the product is free from defects in material and workmanship under use and serviceAs your exclusive remedy, Dorman will replace free of Charge any Dorman product that in Dorman's reasonable determination does not comply with the foregoing warrantyThis warranty becomes null and void if the damage is caused by: misuse, abuse or accident; the attachment of any unauthorized accessory, alteration to the product; improper installation; exposure to harsh weather and/or chemicals; or lack of proper maintenanceThis warranty also becomes null and void if the product is opened or any sticker is tampered with, broken, or missing, or if the damage is caused by any other condition that is beyond the control of Dorman Products.IN ALL CASES, DORMAN SHALL NOT BE RESPONSIBLE FOR ANY TYPE OF INCIDENTAL, CONSEQUENTIAL, OR SPECIAL DAMAGES ALL OTHER WARRANTIES, INCLUDING THE IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE AND THE IMPLIED WARRANTY OF MERCHANTABILITY, ARE EXCLUDED.By accepting this product, you hereby waive and release any claim now or hereafter existing against Dorman Products, its employees, officers, directors, agents and customers, on account of any and all claims, demands, suits, causes of action and all legal proceedings, whether civil or criminal, damages, losses, liabilities (including, but not limited to, strict liability in tort), obligations, penalties, judgments or fines and other sanctions, and any costs and expenses in connection therewith, including legal fees and expenses of whatever kind and nature, which may result from or arise out of injury to or death or loss or damage to : or the loss of use of any property which may result from or arise out of the possession, condition, use or operation this product.Federal and/or state laws may provide you with other warranties for this product, Some states do not allow the exclusion or limitation of Incidental or consequential damagesShould you need to replace any Dorman parts covered under this limited warranty, please see the store of purchase with your used part and original sales receipt.Thank you,Michael A [redacted] Quality Engineer Dorman Products, Inc [redacted] st Colmar, PA Tel ###-###-#### Fax ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Yes, Dorman provided a new part but the parts they are manufacturing are of very poor qualityI am on my second Dorman manifold in less than years time and I'm sure I will be forced to replace the manifold againThe response that was provided was not helpful in any way and this is the epitome of poor customer service
Regards,
*** ***

4/10/16We received the executed release and settle agreement back from *** ***He has accepted our reimbursement offer for this claimWe have issued credit to the ***, our direct customer, for this claim on 3/4/16.*** *** was reimbursed by *** on 4/6/I have attached a copy of the document
signed by *** *** which acknowledges his receipt of payment.Thank you,Michael A. Quality Engineer

10/06/17If I understand the complaint correctly, the customer is seeking a refund for the Dorman partAs stated by Jana in our customer service department, the customer will need to return the part to the parts store where it was originally purchased on 11/10/A refund or replacement part is
covered under our warranty.Below is a copy of our warranty policy for review:Dorman Products warrants that, for the product and period stated in the table above, the product is free from defects in material and workmanship under use and serviceAs your exclusive remedy, Dorman will replace free of charge any Dorman product that in Dorman's reasonable determination does not comply with the foregoing warrantyThis warranty becomes null and void if the damage is caused by: misuse, abuse or accident; the attachment of any unauthorized accessory; alteration to the product; improper installation; exposure to harsh weather and/or chemicals; or lack of proper maintenance, This warranty also becomes null and void if the product is opened or any sticker is tampered with, broken, or missing, or if the damage is caused by any other condition that is beyond the control of Dorman Products.IN ALL CASES, DORMAN SHALL NOT BE RESPONSIBLE FOR ANY TYPE OF INCIDENTAL, CONSEQUENTIAL, OR SPECIAL DAMAGESALL OTHER WARRANTIES, INCLUDING THE IMPLIED WARRANTIES OF FITNESS FOR A PARTICUALR PURPOSE AND THE IMPLIED WARRANTY OF MERCHANTABILITY, ARE EXCLUDED.By accepting this product, you hereby waive and release any claim now or hereafter existing against Dorman Products, its employees, officers, directors, agents and customers, on account of any and all claims, demands, suits, causes of action and all legal proceedings, whether civil or criminal, damages, losses, liabilities (including, but not limited to, strict liability in tort), obligations, penalties, judgments or fines and other sanctions, and any costs and expenses in connection therewith, including legal fees and expenses of whatever kind and nature, which may result from or arise out ofinjury to or death or loss or damage to property or the loss of use of any property which may result from or arise out of the possession, condition, use or operation this product.Federal and/or state laws may provide you with other warranties for this productSome states do not allow the exclusion or limitation of incidental or consequential damages.Should you need to replace any Dorman parts covered under this limited warranty, please see the store of purchase with your used part and original sales receipt.Thank you,Michael A.Quality Engineer Dorman

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Revdex.com complaint [redacted],As you will see in the attached pages, I believe Dorman's $2302.50
settlement offer to be not true. Mr. A[redacted] may have found an engine for less
money than I had to pay for the engine [redacted] found, but there is no
indication of where it is located. [redacted] charges up to $1000 to ship a large item
like an engine. The cost of Mr. A[redacted]'s engine plus shipping will exceed the
cost of the engine I purchased. I also checked the [redacted] Blue Book value of
this [redacted] and came up with a totally different value than Mr. A[redacted] did. The
value of this Vehicle is $3424. It would cost this amount to find a similar
[redacted] with unknown history and maintenance records, or at least this amount
as a trade-in for an upgraded vehicle. I cannot buy a vehicle at trade-in
prices. Mr. A[redacted] pointed out that the engine he found on-line has a 6 month
warranty. That warranty requires the replacement of several parts that add up
to more than the $100 offered for additional parts. Mr. A[redacted] also did not
include the replacement cost for the failed oil cooler lines that caused this
situation; or other parts like exhaust pipe seals. As with the engine I
installed, the [redacted] engine consists of the block and heads only, everything else
is just "optional accessories left on the engine for convenience".
Parts from the original vehicle/engine need to be transferred to the used
engine so that it works properly. There are several more gaskets and seals required
to transfer these components to the used replacement engine that Mr. A[redacted]
did not include with the $100 offer for extra parts. As far as Mr. A[redacted]'s
labor time guide goes, [redacted] is one available labor time guide provider but
their times tend to be on the low side of actual repair times. They are close
but not quite enough in many cases. I would accept the [redacted] time requirement
for this job but Mr. A[redacted] missed the .4 labor hours add for the automatic
transmission making the [redacted] time requirement 13.9 hours instead of the 13.5
that Mr. A[redacted] figured; besides that, the actual job description is
"Replace Long Block" with adds totaling 18.9 labor hours. I am asking
for less labor than Mr. A[redacted] figured into his offer, I am asking for $720,
Mr.A[redacted] is willing to pay $877.50. This vehicle has been well maintained by
me for the last 15 years and did not leak any fluids or have any mechanical
problems until the defective Dorman oil cooler line failed. I repaired this
vehicle back to a similar condition it was in before the Dorman hose failed by
replacing the "long block" with used parts. In order for me to do
that I had to transfer all components from the damaged engine to the
replacement engine. The obvious oil leaks had to be repaired because the old
engine did not leak before the failure. The replacement engine had some broken
exhaust studs that had to be repaired. The junkyard I bought the engine from
does not cover exhaust stud damage of their engine and neither does LKQ. I
shopped around for the very best parts prices available to me and those parts
are what I used. I am only asking that Dorman pays for the cost of the damage
their defective hose caused, the next cheapest repair quote was about $800 more
than I am asking for. I am asking for reimbursement of $3585.32; this is what
it cost to repair the damage.I did agree to a settlement offer that [redacted] of
[redacted]'s [redacted] set up but I have not received any payments yet and requested
that $2802.50 be posted to my account by March 4, 2016. I will close my Revdex.com
complaint after I am reimbursed.Regards,
[redacted]

4/10/16We received the executed release and settle agreement back from [redacted]. He has accepted our reimbursement offer for this claim. We have issued credit to the [redacted], our direct customer, for this claim on 3/4/16.[redacted] was reimbursed by [redacted] on 4/6/16. I have attached a copy of the document signed by [redacted] which acknowledges his receipt of payment.Thank you,Michael A. Quality Engineer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as the business refunds my money.
Regards,
[redacted]

Our written warranty is replacement of the part only. As a service to our direct Dorman customers, we accept reimbursement claims for review and issue a disposition on each claim which is submitted to us. A claim is submitted by the direct Dorman customer by requesting an RGA number and then sending...

in the part for inspection. We honor claims for reimbursement for the first year of service life. Unfortunately, the part related to this matter was in service for nearly two years. Based on this information, the request for reimbursement will not be honored. Below is our written warranty for review.Dorman Products warrants that, for the product and period stated in the table above, the product is free from defects in material and workmanship under normal use and service. As your exclusive remedy, Dorman will replace free of Charge any Dorman product that in Dorman's reasonable determination does not comply with the foregoing warranty. This warranty becomes null and void if the damage is caused by: misuse, abuse or accident; the attachment of any unauthorized accessory, alteration to the product; improper installation; exposure to harsh weather and/or chemicals; or lack of proper maintenance. This warranty also becomes null and void if the product is opened or any sticker is tampered with, broken, or missing, or if the damage is caused by any other condition that is beyond the control of Dorman Products.IN ALL CASES, DORMAN SHALL NOT BE RESPONSIBLE FOR ANY TYPE OF INCIDENTAL, CONSEQUENTIAL, OR SPECIAL DAMAGES ALL OTHER WARRANTIES, INCLUDING THE IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE AND THE IMPLIED WARRANTY OF MERCHANTABILITY, ARE EXCLUDED.By accepting this product, you hereby waive and release any claim now or hereafter existing against Dorman Products, its employees, officers, directors, agents and customers, on account of any and all claims, demands, suits, causes of action and all legal proceedings, whether civil or criminal, damages, losses, liabilities (including, but not limited to, strict liability in tort), obligations, penalties, judgments or fines and other sanctions, and any costs and expenses in connection therewith, including legal fees and expenses of whatever kind and nature, which may result from or arise out of injury to or death or loss or damage to : or the loss of use of any property which may result from or arise out of the possession, condition, use or operation this product.Federal and/or state laws may provide you with other warranties for this product, Some states do not allow the exclusion or limitation of Incidental or consequential damages. Should you need to replace any Dorman parts covered under this limited warranty, please see the store of purchase with your used part and original sales receipt.Thank you,Michael A[redacted] Quality Engineer Dorman Products, Inc. [redacted] st Colmar, PA 18915 Tel ###-###-#### Fax ###-###-####

Re: Revdex.com complaint #[redacted],                       In good faith to [redacted], we will issue a refund of her purchase price of the Dorman part. Please have her send the part to me at the address shown below along with a copy of the receipt for the purchase of the part. Once the Dorman part and receipt are received at Dorman, a check will be mailed to [redacted] within 21 business days.                         Thank you,Michael A[redacted]Quality EngineerDorman Products, Inc.3400 East Walnut stColmar, PA 18915

5/17/16We were contacted by [redacted] in regards to his concerns with the batteries which were installed into his vehicle. We have made arrangements to supply [redacted] with a [redacted] battery for his vehicle.We are still waiting on the return of the batteries that are alleged to be defective. Once...

received, we will test them for defects.Thank you,Michael A.Quality Engineer