Complaint Information: [redacted] brought this truck into our shopThey had installed the engine themselvesThey could not get it runningIt had many fault codesThere was one ECM bolted to the engine, and another ECM hanging freely, plugged into a wiring harnessExposed wiresThe cooling fan was in backwards, there was no coolant in the site glass (low coolant), and there was a blown fuseWe followed our diagnostic process to troubleshoot the faultsWe determined the unit needed a fuel pumpCustomer declined to have the work done by usWe had stayed in contact with the customer throughout the troubleshooting processThe amount paid was for troubleshooting the many fault codes and the time charged was approved in advance by the customer
Complaint: [redacted] I am rejecting this response because: I gave them a detailed description of the generator problems and Mr [redacted] suggested this service contract, I followed on his adviceAfter the fact I realize I did not need the service he offered, he should have referred me to the repair people in the first placeMr [redacted] sold me a service I did not need, I want my money back Sincerely, [redacted] ***
Complaint: ***
I am rejecting this response because:I fully told Mr.*** all the problems I had with the generator, following which HE suggested the maintenance serviceUpon signing the maintenance contract I emailed Mr*** that I expect all issues be resolved with the serviceMr*** did not respond nor said anything that a repair service may be neededMr*** pushed for a service I did not need and should have referred me to the repair people in the first placeHe sold me a service I did not needEven the maintenance service was not completed because distributor was not adjusted (a routine in every tune up shop) even though the rotor points were cleaned.Time to perform the service was never discussed nor limited to a specific number of hoursEngine displays a fault warning that says: "service engine"It says "service" not "repair"I am expecting Cummins to complete service by adjusting distributor and diagnosing the cause for fault #I am not expecting any repairs
Sincerely,
*** ***
Customer signed for a maintenance service. (Not a repair service). We scheduled a half-day to perform this service. Our technician spent the whole day (four extra hours) because the generator had been offline for weeks. Technician got the generator back
online. We did not charge the customer for the extra four hours. A maintenance service is different than a repair event. When the customer called and asked us to return to troubleshoot issues, we presented an estimate. Customer felt the repair should be free. The contract he signed was strictly a maintenance contract, which does not include repair events. Repairs are quoted at a discounted rate for contracted customers. We have not returned because customer is not willing to pay for the repair service
Customer paid $540.00 + tax. This was the agreed-upon price for the full maintenance service.. This service typically takes up to 4 hours, including travel time. Our technician spent 8 hours on this job. In addition to the maintenance service, he also performed the following:TRAVELED TO SITE. PERFORMED FULL MAINTENANCE SERVICE. REPLACED SPARK PLUGS AND AIR FILTER AS WELL. T/S DC POWER ISSUE, GENERATOR BATTERY IS DEAD. INSTALLED JUMP PACK ON GENERATOR BATTERY, NO DC POWER GOING TO TRANSFER SWITCH. FOUND 10A B+ FUSE IS BLOWN ON 2100 CONTROL BOARD. REPLACED FUSE, FUSE BLEW IMMEDIATELY. DISCONNECTED CONTROL BOARD AND BATTERY CHARGER IN TRANSFER SWITCH, REPLACED FUSE. HAVE DC POWER TO TRANSFER SWITCH NOW. RECONNECTED CONTROL BOARD, FUSE DID NOT BLOW. ISSUE IS WITH BATTERY CHARGER, CHARGER IS INOPERABLE AND NEEDS TO BE REPLACED. PUT SET BACK IN AUTO, GENSET STARTS AND RUNS IN AUTO EVEN THOUGH TRANSFER SWITCH IS NOT CALLING. LIFTED WIRING FROM TB1-1 AND TB1-22, CONTACT IN TRANSFER SWITCH WAS CLOSED BUT OPENED ONCE WIRES WERE LIFTED ON BOARD. SUSPECT RELAY WAS STUCK. RECONNECTED REMOTE START WIRING, COULD NOT REPLICATE ISSUE. UNIT ALSO HAS INTERMITTANT 1318 FAULT COMING IN, ENGINE SERVICE REQUIRED. FAULT GENERATES FROM ENGINE EMISSION CONTROL SYSTEM, ISSUE IS POSSIBLY CAUSED BY FLUCTUATIONS IN BATTERY VOLTAGE DUE TO DEAD BATTERY/BAD CHARGER, UNIT HAS BEEN SITTING FOR SOME TIME WITH BATTERY COMPLETELY DEAD, WHICH CAN AFFECT HEGO SENSOR. RECOMMEND CORRECTING BATTERY CHARGER ISSUES AND ALLOWING A FEW EXERCISE PERIODS TO GO BY AND MONITOR, WARNING MAY NEED TO BE CLEARED AGAIN. RETURNED TO SHOPThe extra 4 hours he spent should have been billed at our standard rate of $156 per hour = $624, less a 10% discount for contracted customers = $561.60. However, we did not charge the customer for this extra time. The work above falls outside of a maintenance contract. The generator had been sitting, dead, for some time before we were called out to perform maintenance on it. We are willing to return to the site on a paid call. No money is due back to the customer, as he received value over and above the amount he paid.
Complaint: [redacted]
I am rejecting this response because:
I gave them a detailed description of the generator problems and Mr [redacted] suggested this service contract, I followed on his advice. After the fact I realize I did not need the service he offered, he should have referred me to the repair people in the first place. Mr [redacted] sold me a service I did not need, I want my money back.
Sincerely,
[redacted]
With the contract, we included a checklist of items included in a maintenance service. The items being requested fall outside of the scope of the maintenance service. We would be willing to schedule this repair event the next time we are in the area in order to save the customer on travel time and mileage.
Complaint Information: [redacted] brought this truck into our shop. They had installed the engine themselves. They could not get it running. It had many fault codes. There was one ECM bolted to the engine, and another ECM hanging freely, plugged into a wiring harness. Exposed wires. The cooling...
fan was in backwards, there was no coolant in the site glass (low coolant), and there was a blown fuse. We followed our diagnostic process to troubleshoot the faults. We determined the unit needed a fuel pump. Customer declined to have the work done by us. We had stayed in contact with the customer throughout the troubleshooting process. The amount paid was for troubleshooting the many fault codes and the time charged was approved in advance by the customer.
Complaint Information: [redacted] brought this truck into our shopThey had installed the engine themselvesThey could not get it runningIt had many fault codesThere was one ECM bolted to the engine, and another ECM hanging freely, plugged into a wiring harnessExposed wiresThe cooling fan was in backwards, there was no coolant in the site glass (low coolant), and there was a blown fuseWe followed our diagnostic process to troubleshoot the faultsWe determined the unit needed a fuel pumpCustomer declined to have the work done by usWe had stayed in contact with the customer throughout the troubleshooting processThe amount paid was for troubleshooting the many fault codes and the time charged was approved in advance by the customer
Complaint: [redacted] I am rejecting this response because: I gave them a detailed description of the generator problems and Mr [redacted] suggested this service contract, I followed on his adviceAfter the fact I realize I did not need the service he offered, he should have referred me to the repair people in the first placeMr [redacted] sold me a service I did not need, I want my money back Sincerely, [redacted] ***
Complaint: ***
I am rejecting this response because:I fully told Mr.*** all the problems I had with the generator, following which HE suggested the maintenance serviceUpon signing the maintenance contract I emailed Mr*** that I expect all issues be resolved with the serviceMr*** did not respond nor said anything that a repair service may be neededMr*** pushed for a service I did not need and should have referred me to the repair people in the first placeHe sold me a service I did not needEven the maintenance service was not completed because distributor was not adjusted (a routine in every tune up shop) even though the rotor points were cleaned.Time to perform the service was never discussed nor limited to a specific number of hoursEngine displays a fault warning that says: "service engine"It says "service" not "repair"I am expecting Cummins to complete service by adjusting distributor and diagnosing the cause for fault #I am not expecting any repairs
Sincerely,
*** ***
Customer signed for a maintenance service. (Not a repair service). We scheduled a half-day to perform this service. Our technician spent the whole day (four extra hours) because the generator had been offline for weeks. Technician got the generator back
online. We did not charge the customer for the extra four hours. A maintenance service is different than a repair event. When the customer called and asked us to return to troubleshoot issues, we presented an estimate. Customer felt the repair should be free. The contract he signed was strictly a maintenance contract, which does not include repair events. Repairs are quoted at a discounted rate for contracted customers. We have not returned because customer is not willing to pay for the repair service
Customer paid $540.00 + tax. This was the agreed-upon price for the full maintenance service.. This service typically takes up to 4 hours, including travel time. Our technician spent 8 hours on this job. In addition to the maintenance service, he also performed the following:TRAVELED TO SITE. PERFORMED FULL MAINTENANCE SERVICE. REPLACED SPARK PLUGS AND AIR FILTER AS WELL. T/S DC POWER ISSUE, GENERATOR BATTERY IS DEAD. INSTALLED JUMP PACK ON GENERATOR BATTERY, NO DC POWER GOING TO TRANSFER SWITCH. FOUND 10A B+ FUSE IS BLOWN ON 2100 CONTROL BOARD. REPLACED FUSE, FUSE BLEW IMMEDIATELY. DISCONNECTED CONTROL BOARD AND BATTERY CHARGER IN TRANSFER SWITCH, REPLACED FUSE. HAVE DC POWER TO TRANSFER SWITCH NOW. RECONNECTED CONTROL BOARD, FUSE DID NOT BLOW. ISSUE IS WITH BATTERY CHARGER, CHARGER IS INOPERABLE AND NEEDS TO BE REPLACED. PUT SET BACK IN AUTO, GENSET STARTS AND RUNS IN AUTO EVEN THOUGH TRANSFER SWITCH IS NOT CALLING. LIFTED WIRING FROM TB1-1 AND TB1-22, CONTACT IN TRANSFER SWITCH WAS CLOSED BUT OPENED ONCE WIRES WERE LIFTED ON BOARD. SUSPECT RELAY WAS STUCK. RECONNECTED REMOTE START WIRING, COULD NOT REPLICATE ISSUE. UNIT ALSO HAS INTERMITTANT 1318 FAULT COMING IN, ENGINE SERVICE REQUIRED. FAULT GENERATES FROM ENGINE EMISSION CONTROL SYSTEM, ISSUE IS POSSIBLY CAUSED BY FLUCTUATIONS IN BATTERY VOLTAGE DUE TO DEAD BATTERY/BAD CHARGER, UNIT HAS BEEN SITTING FOR SOME TIME WITH BATTERY COMPLETELY DEAD, WHICH CAN AFFECT HEGO SENSOR. RECOMMEND CORRECTING BATTERY CHARGER ISSUES AND ALLOWING A FEW EXERCISE PERIODS TO GO BY AND MONITOR, WARNING MAY NEED TO BE CLEARED AGAIN. RETURNED TO SHOPThe extra 4 hours he spent should have been billed at our standard rate of $156 per hour = $624, less a 10% discount for contracted customers = $561.60. However, we did not charge the customer for this extra time. The work above falls outside of a maintenance contract. The generator had been sitting, dead, for some time before we were called out to perform maintenance on it. We are willing to return to the site on a paid call. No money is due back to the customer, as he received value over and above the amount he paid.
Complaint: [redacted]
I am rejecting this response because:
I gave them a detailed description of the generator problems and Mr [redacted] suggested this service contract, I followed on his advice. After the fact I realize I did not need the service he offered, he should have referred me to the repair people in the first place. Mr [redacted] sold me a service I did not need, I want my money back.
Sincerely,
[redacted]
With the contract, we included a checklist of items included in a maintenance service. The items being requested fall outside of the scope of the maintenance service. We would be willing to schedule this repair event the next time we are in the area in order to save the customer on travel time and mileage.
Complaint Information: [redacted] brought this truck into our shop. They had installed the engine themselves. They could not get it running. It had many fault codes. There was one ECM bolted to the engine, and another ECM hanging freely, plugged into a wiring harness. Exposed wires. The cooling...
fan was in backwards, there was no coolant in the site glass (low coolant), and there was a blown fuse. We followed our diagnostic process to troubleshoot the faults. We determined the unit needed a fuel pump. Customer declined to have the work done by us. We had stayed in contact with the customer throughout the troubleshooting process. The amount paid was for troubleshooting the many fault codes and the time charged was approved in advance by the customer.