Johnson CAT Power Systems

Initial Business Response /* (1000, 10, 2016/02/16) */
[redacted] (Bio Tech)
The truck was brought into Johnson Power Systems on 12/15/2016 for two issues Diesel Particulate Filter (DPF) alarm, and front tire ware. The two issues were investigated, the DPF was found to be restricted which...

requires cleaning, and the front shocks were found to be bad. The customer approved the DPF cleaning, but declined the replacement of the front shocks. The DPF was sent to a third party cleaning facility (Falcon Radiator) who specializes in the cleaning of DPF's. Once the DPF was returned the technician reinstalled the filter on the truck and tested after repair. At that time no excessive back pressure, DPF alarms, or engine active faults were present. The customer called about the alarm being active on the truck, at which time he was encouraged to take the truck to FLEETSERV who is a factory authorized warranty distributor for the DPF which is manufactured by HUG. The customer wanted to bring the truck back to Johnson Power Systems, but any issues above cleaning; Johnson Power Systems is not equipped to properly repair. The customer was informed once FLEETSERV inspects, diagnosis the issue, and performs the repair Johnson Power Systems will refund the dollars related to the DPF cleaning if improper cleaning is determined to be the cause of the reoccurring problem. Johnson Power System contacted FLEETSERV about the issue, once FLEETSERV corrected the issue it was determined the DPF was not thoroughly cleaned. A full refund was issued to [redacted] on February 2, 2016 for the amount of $568.80 on invoice number SWXXXXXXXXX.
Initial Consumer Rebuttal /* (3000, 12, 2016/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Johnson Power systems, did not contact Fleetserv, their specific words were, "We do not service aftermarket exhaust problems". They did however accept the truck to be serviced for the aftermarket exhaust cleaning. Seems to me, its only when its convenient, do they work on aftermarket exhaust systems. We had to contact fleetserv and prove, the exhaust was not cleaned properly. Only after having fleetserv prove, the system was not properly cleaned, did they want to provide a credit. They did not provide a refund, I refused to pay. The invoice was later updated to labor cost's only. If we are held liable to pay for service, the service provider should be held liable for performing the actual service correctly, and not claim its not their issue. Their procedure was to refuse further service, rather than to verify their so called radiator service performed the actual cleaning.
Unprofessional mismanaged organization, with very challenged customer service skills. Unwilling to correct their mistakes and take care of its customers. All you can do is learn from my personal experience, and understand, I get nothing for sharing this experience, so that hopefully you can avoid it.