Power Products Unlimited, LLC.

To whom it my concern,The business responded to my complaint and has resolved this issue with me completelyI wish to have the complaint removed.Thank You

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

We have asked repeatedly to have the turbo sent back to us to get another professional mechanic opinionOur first mechanic stated the turbo failed (causing all the symptoms the seller and the manufacturer detailed) due to the bearing failedWe've been told three times by the seller the turbo was on it's way back to us
Thank you,
*** ***

To whom it may concern,On November 17th, the customer purchased BUL-Bully Dog GT Platinum Diesel Tuner for $plus $for shipping totaling $On November 25th, the customer contacted us requesting RMA information to return the tuner since it was not what he
wanted and he was told if it was used he would not receive creditWe received notice from the manufacturer that it had been installed and VIN lockedIt would cost $to unlock it or it could be sent back to the customerThe customer requested we send it back to him and charge the card on file for $for shipping it backThe card was declined several times and we communicated with the customer that we were having issues charging his card for the shipping back of his used tunerIt seems that we had incorrect credit card information since it continued to declineAs a courtesy we waived the shipping and sent the customer his Bully Dog tuner back on 2/10/tracking# ***. Thank you. *** ***

The turbo was shipped from the manufacturer to the customer on 3/8/2016 and the tracking number is [redacted]. It was delivered on 3/14/2016. Thank you.

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am a reputable person who works at a bank dealing with scams everyday. I've ordered countless injectors, lift pumps, injection pumps, programmers, etc. From companies such as Thoroughbred Diesel, Diesel Auto Power & Pensacola Diesel. I priced these items from my regular companies before I purchase from you. $1,550 for a combo at Thoroughbred Diesel http://www.thoroughbreddiesel.com/bosch/vp44-fass.htm#2 $1,636.55 at Diesel Auto Power http://dieselautopower.com/1998-5-2004-4x4-dodge-ram-cummins-95-gph-flow-rate-ti...⇄ and http://dieselautopower.com/bosch-028-vp44-fuel-injection-pump-high-output-245hp-...⇄ Both with no cores up front from companies I know & trust. Now why on earth would I buy from you someone I've never done business with for $1,916.55? Because at the time your website stated that included a $500 core charge that would be refunded. Making it $133.45 cheaper than Thoroughbred Diesel. Seeing how things are tight with that breakdown on us right now I needed to save every penny I could. Yes I emailed your receptionist AFTER I had spoke with her on the phone to get the address of where to mail the core, get a RMA # & verify that I would be getting my core charge returned. In which case she stated "Yes it normally takes a few weeks to get that money back to you". Not to mention the core RMA# she gave didn't match the one on my packing slip. When questioned she said she wasn't sure about the other # I said I need to make sure I get my core refund so do I need to put both numbers in the box I return? She stated yes go ahead & put both in there. Had she said no you don't get a core I would have said ok let me box the unused items up & sent them back to you. Now all of a sudden you don't offer the combo I purchased on your website. I'm sure it couldn't be due to the fact you were cutting your profits selling them cheaper than everyone else & when you realized it you took the products off. Leaving the people like me out to dry. You keep referencing 2 individual products that total the amount I paid. This is irrelevant I didn't purchase "2 individual products". The exact product I ordered is "no longer available". You keep referencing a $600 deferrable core. Now if I was lying & trying to scam someone don't you think I would be trying to get more money & be saying the $600 you now show? I'm not out to do that which is why I'm only asking for the $500 core that did not have an option to defer when I purchased it. Regards,[redacted]

We sincerely apologize for any difficulties that have arisen
as a result of this particular order. In
certain instances, we are out of stock on particular products and are forced to
send them directly from the manufacturer.
Further, in even fewer instances, even the
manufacturer is out of stock
on the product, causing a shipping delay, as was the case with this particular
order. We have since resolved this issue
with the customer and have been able to expedite the manufacturing of the
product and arranged for its delivery directly to the customer. This type of occurrence is by no means
typical of us, and we apologize for any hardships that it may have caused

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Yes I have pursued every avenue possible to bring this issue to light because I don't have $500 to be throwing around. Yes PayPal decided in their favor strictly because they didn't have a specific complaint tailored to his problem. I picked the closest thing they had which was "Item Substitute". Obviously this doesn't fit problem & they decided the item was usable as described in the listing. As I stated before the combination I purchased is no longer available on their website. So there is no way of showing where it showed $1916.55 as a whole price not broken down like their "links" they have attached. Also stating that a $500 refund would be given upon return. As you can see from my invoice it's not broken down like they say. It seems awful peculiar that they no longer offer this combination. Seems to me they realized they were cutting their profits by charging less than any other place. So they cut the offer & SOL to all the people that had purchased it because they took it off the website so the customer has no proof. And it would be less of a problem had I not spoke with one of their employees before I ever shipped the pump back. Who gave me the mailing address of where it needed to go & all the information that needed to be included & I said now this is everything you need there will be no problem getting my core return. And she said correct everything looks fine it should only take a couple of weeks to get that back to you. Had she said NO you're not getting a core refund we could have stopped the whole situation there. Because I would have returned the unused merchandise to them since that wasn't what I had agreed to. Regards,[redacted]

To whom it my concern,The business responded to my complaint and has resolved this issue with me completely. I wish to have the complaint removed.Thank You.

We will now need additional time to have the turbo looked at by certified mechanic.
Regards,
[redacted]

To whom it may concern:

On April 21, 2015 [redacted] purchased the Rotomaster New
Turbo with Pedestal Assembly for $755.00 plus $23.49 in shipping
totaling $778.49. On October 12, 2015 [redacted] contacted us to
say his "turbo blew up" and we started the...

warranty process with
the manufacturer (ADP Distributors) and had the customer contact
ADP.

On December 28, 2015 the customer contacted us asking what we
were going to do about the warranty. We contacted ADP and they
told us the same they had told the customer; They were certain
the turbo was damaged due the EGT's and it would not be
warrantied. We explained to the customer that ADP is very
lenient on their warranty service and if it is not able to be
warrantied we would stand by ADP.

We requested the warranty sheet from ADP which states:

"Warranty Report for Diesel Power Products ([redacted])
RGA# [redacted]
Date: 11/4/2015
Part Number: [redacted]
Model: [redacted]
Tag: ROTO# [redacted]


Customer complaint:
   
Turbo inservice from April 2015 – October 9th 2015.
Turbo failed under normal operating conditions while pulling a
fifth wheel trailer to go camping.
   
Analysis:

    Oil was present in the turbine housing and
compressor housings. The turbine wheel had contacted its
respective housings. There was no sign of foreign object
damage to either wheel. The turbine wheel was melted. The
shaft had separated at the shoulder. There was severe wear to
the thrust bearings and journal bearing. The thrust ramps were
worn and discolored from heat.

The turbine wheel contacted its respective housing and
caused the separation of the shaft at the shoulder. The
turbine wheel melted as a result of high egts (Exhaust Gas
Temperatures) This caused the turbocharger to go into an
imbalance situation. The melted turbine head allowed the shaft
to move in a radial direction forcing it to contact its
respective housing.

This unit failed due to high exhaust gas temperatures
and will not be warranted as per ADP Distributors policy."

ADP authorized us to replace the turbo with a new unit at their
cost, which we offered to the customer but they had already
replaced the unit on the road. The customer requested that the
blown turbo be sent back to him and it has been sent by ADP.

We
at Power Products Unlimited stand behind the parts we sell
however ADP has stated that this product was used
outside the realm of normal operation therefor the
manufacturers warranty has been voided due to negligence and
misuse of the part.

Thank you.

To Whom It May Concern,We are in no way pulling a bait and switch on the customer. We are a reputable company that has been in business for 9 years. We have an average of 120 core orders a month. About 50 of those are cores that are paid for up front and returned for a refund. The rest are cores that are deferred and the customer returns them within 21 business days so they are not charged. The kit that was purchased was not discounted when the customer made her purchases, it was listed as a kit for the ease of purchasing the correct parts. The links we sent show the parts that were purchased.  I have included them again. If the customer had paid for the core the order would have been $600 more and we would have refunded the customer for the core once it was received. The total amount she paid for the package was $1916.15. If she was to purchase the 2 parts today individually she would be paying the same price. If she was paying for the core upfront it would have been $600 more. BOSCH-VP4417XP $1319 http://www.dieselpowerproducts.com/p-4797-stock-replacement-vp44-injectio...⇄ DDP-FA D08 095G $597.55 http://www.dieselpowerproducts.com/p-5112-fass-hpfp-series-19985-20045-...⇄ TOTAL:  $1916.55 (Same total that customer originally paid)The customer emailed our receptionist inquiring about her core return and if it was received. She never requested status of her core refund. If she had she would have been told that she does not get a refund since she did not pay for the core up front. She specifically asked about the status of her "core charge". We have customers that check the status of their core charge to make sure we received their core so they will not be charged. In this customer's case the core was received so she would not be charged.Thank you. Cooper R[redacted] – General ManagerPower Products Unlimited, Inc.

Review: I bought a bully dog platinum tuner for a diesel truck. It ended up not being what I wanted so I emailed the company and asked to return it and get my money back. They replied with the information to return it. I returned it the next day after I received the return information. After not hearing anything for about a week I contacted them again and they said they received it and they could only refund me for half of what I paid. So I requested to just have product returned back to me and the company replied saying they would return it but they would have to charge me another 15 dollars. I confirmed that transaction. It has been two months now and still haven't received the product or a refund of my money. I contacted them again and was informed my card was declined for the 15 dollar charge. I had double checked to makes sure the funds were in my account and asked them to try again and she said it was declined. The funds are in my account. Still no funds returned or product returned.Desired Settlement: If they cannot give me a full refund for the product I purchased and returned, I would like to just get the product back.

Business

Response:

To whom it may concern,

Review: We purchased a turbo for our 2001 Ford F350 diesel in early Fall of 2015. Within a few months the turbo blew up on a trip. This resulted in a hefty tow bill to get the truck and camper home. But no problem since it was under warranty (we thought). Diesel Power Products who we purchased the turbo from referred us back to who they purchased the turbo from ADP Distributors in Tempe AZ (which is unacceptable in my opinion as they are not standing behind the product they sold)to work through the warranty details. We paid a hefty shipping bill to get the blown turbo back to ADP from Lee's Summit, MO to Tempe, AZ. Granted in mean time we had to spend $1,500 to purchase and install a new turbo as we don't have an extra vehicle. The same licensed mechanic who installed it originally also removed the blown turbo (and installed the new one we purchased from local Ford dealer). The licensed mechanic (who installed and uninstalled the purchased turbo) confirmed the turbo should have held up and was faulty. They confirmed we had not over stressed it in F350 pulling our camper. We heard back from ADP Distributors stating the warranty would not be honored as their summation was we over stressed the turbo. We've since been working back through both ADP Distributors and Rachel at Diesel power products to get the blown turbo back since both companies (Diesel Power Products who sold us the turbo and their supplier ADP Distributors) have refused to honor the warranty. We offered to have another mechanic look at it but 6 weeks have passed and we have not received the turbo. We would like Power Diesel Pdcts to stand behind what they sell work with ADP who built the turbo and refund our original money + shipping of turbo to Tempe, AZ. This has been unacceptable customer experience for high price tag item.

[redacted] ([redacted] purchased the turbo but does not have access to a computer).Desired Settlement: Refund of turbo purchased + shipping of the turbo back to Tempe, AZ.

Business

Response:

To whom it may concern:

On April 21, 2015 [redacted] purchased the Rotomaster New

Turbo with Pedestal Assembly for $755.00 plus $23.49 in shipping

totaling $778.49. On October 12, 2015 [redacted] contacted us to

say his "turbo blew up" and we started the warranty process with

the manufacturer (ADP Distributors) and had the customer contact

ADP.

On December 28, 2015 the customer contacted us asking what we

were going to do about the warranty. We contacted ADP and they

told us the same they had told the customer; They were certain

the turbo was damaged due the EGT's and it would not be

warrantied. We explained to the customer that ADP is very

lenient on their warranty service and if it is not able to be

warrantied we would stand by ADP.

We requested the warranty sheet from ADP which states:

"Warranty Report for Diesel Power Products ([redacted])

RGA# [redacted]

Date: 11/4/2015

Part Number: [redacted]

Model: [redacted]

Tag: ROTO# [redacted]

Customer complaint:

Turbo inservice from April 2015 – October 9th 2015.

Turbo failed under normal operating conditions while pulling a

fifth wheel trailer to go camping.

Analysis:

Oil was present in the turbine housing and

compressor housings. The turbine wheel had contacted its

respective housings. There was no sign of foreign object

damage to either wheel. The turbine wheel was melted. The

shaft had separated at the shoulder. There was severe wear to

the thrust bearings and journal bearing. The thrust ramps were

worn and discolored from heat.

The turbine wheel contacted its respective housing and

caused the separation of the shaft at the shoulder. The

turbine wheel melted as a result of high egts (Exhaust Gas

Temperatures) This caused the turbocharger to go into an

imbalance situation. The melted turbine head allowed the shaft

to move in a radial direction forcing it to contact its

respective housing.

This unit failed due to high exhaust gas temperatures

and will not be warranted as per ADP Distributors policy."

ADP authorized us to replace the turbo with a new unit at their

cost, which we offered to the customer but they had already

replaced the unit on the road. The customer requested that the

blown turbo be sent back to him and it has been sent by ADP.

We

at Power Products Unlimited stand behind the parts we sell

however ADP has stated that this product was used

outside the realm of normal operation therefor the

manufacturers warranty has been voided due to negligence and

misuse of the part.

Thank you.

Review: On April 1 2015, I ordered a suspension kit for my tundra,payment of $2898.90 was made completly. I received the fox shocks within one week. I was told by mail that the upper control arm was going to get shipped May 1,2015. I'm been trying to call the company several times, finally May 11, 2015 I was able to talk to a representative named [redacted]. I was informed by [redacted] that she would check with the warehouse and call me back that same day. Today May 13, 2015 I called back and as usual I was not able to talk to a representative. I left a message for [redacted] to get back with me to get an update. [redacted] has not call me back. I'm tired of calling off-road power products and not getting any awnsers.Desired Settlement: At this time I would like to cancel my order and returned the partial order I received. I would like to received full credit for my purchase of 2898.90. The shocks are still in the boxes they were shipped in. I'm willing to pay for the shipping back to them but not for the restocking fee plus the cancel order fee they have. I'm not willing to pay for it. I feel that since off-road power products never completed the order I should not have to pay for those fees. I don't understand why the charge my credit card right away if only a partial order was shipped. Completely unhappy with off-road power products customer service.

Business

Response:

Review: I purchased a radiator from Diesel Power Products' website. The radiator I purchased http://www.dieselpowerproducts.com/p-5487-performance-radiator-for-2003-2009-59l...⇄ The radiator was shipped but lost by UPS. After the claim was filed DPP quickly sent out a replacement. The radiator was delivered & my husband took it out of the packaging and told me to call the company because there must be a problem because it looks like the wrong radiator. I called & [redacted] asked me to take photos of the radiator & send them. I did & was told that it was the correct radiator. My husband still disagreed so we pulled up the dimensions from the site and they were listed as:26 15/16 x 29 1/16 x 1 7/16 Thickness:1 7/16. On the box it stated the manufacturer is CSF & the dimensions were: 26-15/16 X 28-11/16 X 1-1/4 .I contacted the company again explaining that this does not appear to be the same radiator I ordered that was described as a performance radiator, nor does it appear to be the correct size. After speaking again to [redacted] and [redacted] they told me I could send the radiator back at my expense & be issued a refund. I requested to speak to a manager & was transferred to [redacted]. I explained to [redacted] that I did not feel that I should have to pay a shipping fee due to their mistake. Not only was a shipped a radiator that does not match the dimensions listed on their website, but I bought what I understood to be a "performance radiator". [redacted] explained that the radiator is only a stock or OEM radiator & Performance Radiator is just the brand and I should have known that by seeing that the radiator was aluminum w/ plastic. He refused to pay for shipping back to the company but did offer to allow me to ship it to a closer location, reducing my shipping charge from $95 to $65. Either the product is mislabled on their site or they attempted to swap it for a different one after the original was lost.Regardless it was not my fault & I shouldnt have had to pay shipping.Desired Settlement: Because the radiator that was shipped to me was not what was described on their site I do not feel that I should have had to pay shipping. [redacted] offered to discount what I paid for shipping off of another product from their company but I do not want to purchase anything else from this company ever again after this experience. I also feel that my original shipping charge I paid should be refunded.I paid to have expedited shipping when they shipped the wrong package. Change the description online!

Business

Response:

Review: I purchased a steering gear box from this company, and with the amount I spent, I qualified for free economy shipping. The website offered the choice to pay the core fee of $250 on the product with the purchase or defer the cost if the customer intended to ship the core back to the company. The core return policy states that if a UPS label is not provided in the box upon arrival, contact the company, leading me to believe they would pay the return cost as well. The policy never states that the return shipping cost of the core would be charged to the customer. I called the company to find out about the return UPS label and was told, that their policy clearly states they do not pay shipping on return cores. The shipping policy states that returned purchased items would require shipping and restocking fees be paid by the customer, but in this situation, the return was a core return, not a purchased item. The first phone call I made was very unhelpful and let me feeling disrespected by the rude nature of the lady I spoke with. She interrupted a lot, and would not listen to what I was trying to say. The second call I made, I had the same result from a different lady I spoke to, but she eventually transferred me to a manager named [redacted], who was always very rude by interrupting a lot and not listening to me. He left me very frustrated and even implied that I was simple and had no idea what I was talking about. I felt forced to pay the shipping on my limited income to avoid more money being charged to me as there was only a 21 day return window. I feel that the return should be covered by the company as they want the core return enough to charge $250 if they don't receive one.Desired Settlement: I want the company to pay for the amount of money I had to spend to send the core back, an apology from [redacted], and for their website to clearly reflect that they do not pay return shipping on cores at all if that's what they intend.

Business

Response:

Ok let's start with the shipping I paid for 3-5 u.p.s ground shipping but what they don't tell you is it takes them a week to package and ship from there wear-house so shipping was over 10 days then once I received my new radiator and got it installed my truck started having over heating problems and when I wrote a review and their web stating the problems they deleted it and sent me an email saying there must be something else wrong with my truck