Xtreme Diesel Performance

I've ordered a LOT of parts from XDP. Mostly, they have been good to deal with. I've had two parts that when they arrived, they didn't work out quite like I expected. One was an exhaust system that was advertised as 4" turbo back. It wasn't. The downpipe was 3.5". I reread their advertisement on the site and in fine print half way down the page it says the downpipe is a 3.5". The "Mandrel bends were a little off too, but otherwise it was affordable and decent quality tubing. I wrote the review and submitted it. I actually gave the exhaust 4 stars because otherwise it was good. They never posted or accepted the review. The second review was for an Aliant water pump. The pump works fine, but has a different type of impeller. I tow a 10,000 lb trailer and on 100+ degree days, I now have my cooling temps start to creep on steep climbs. This never happened with the original pump, so I surmise that if you tow heavy loads on hot days the Aliant pump might not be the correct pump as it appears less efficient. Again, I rated the pump with 4 stars, but provided a real life review. That review too was never posted. My point, whatever reviews on XDP's site you see are carefully censored by staff. No real life reviews are evidently allowed, so just trust me and research whatever part you are considering purchasing somewhere off their site for the truth about its performance.

Other than that one issue, XDP has been good to deal with on almost everything else. On the whole, the service has been good to great. Just FYI on their site parts reviews.

Complaint: [redacted] I am rejecting this response because: The statement received by XDP is incorrect and accusatory on a personal level as well as from a business stand pointWe are standing by our original statement that XDP failed to send the products were agreed upon at the time of purchase and that were advertised on their website Regards, [redacted] ***

We’ve reviewed *** *** complaint and have been able to discuss the issue with him directly*** *** is experiencing technical issues with a ** Turbo that he purchased through XDP on 07/15/While XDP is a warehouse distributor for products manufactured by ** Diesel, we unfortunately
do not provide in-house technical support services or oversee product warranty claimsThese services are offered by the manufacturer, ** *** Having stated the above, *** *** had been in contact with ** *** directly regarding the technical issues he was experiencing with his product** *** had set up a warranty case with *** *** and had provided him with return instructions to have his turbo returned to be inspected under warrantyUnfortunately, prior to this complaint being submitted, XDP had not been made aware of a warranty claim being set up between the two parties and there is no recorded communication that we have on file from either *** *** or ** *** regarding the details of the warranty caseHowever, while XDP does not have oversight over *** *** warranty claim with ** *** (warranty claims are handled exclusively between the end user and the manufacturer) we wanted to assist him on the matter as XDP was the original place of purchase for his turboWhile it’s not business practice for ** *** to cover the return shipping on a warranty item (BD’s written warranty policy can be found on their website at the URL listed at the bottom of this response) we have gone ahead and addressed *** *** return shipping concern by e-mailing him a *** return shipping label so that he can have his product returned back to ** *** free of charge*** *** will need to have the turbo boxed, cushioned, and sealed for shippingOnce boxed and sealed he must print out the return shipping label we had provided him with and drop his package off at his local *** location so that it can be returned back to ** *** Once ** *** receives back *** *** turbo it will be checked out under warranty by ** *** If inspection/testing determines that the turbo’s failure was the result of **’s workmanship, ** will repair or replace the product free of charge and ship the product back to *** *** (also stated in their below warranty policy)In conclusion, because XDP does not oversee *** *** warranty claim with ** *** we do not feel that *** *** is entitled to any relief sought through XDPIn addition, we’ve addressed his concerns about the return shipping by providing him with a *** return shipping label in order for him to have his turbo returnedIf his turbo is confirmed defective by ** *** when it’s received back, tested, and inspected, it will be replaced for him free of charge by ** *** per their written warranty policyThe details of **’s written warranty policy can be located at the following URL: ***

I ordered an exhaust from XDP and it had parts missing. I explained to Melissa that I was in the middle of a customers build and on a deadline. I explained that we were on a deadline and expected to be installing this exhaust as soon as it arrived. This was the last part of a very expensive customer build and now it is being pushed back and we are loosing money due to this error. I was asked to send pictures and that she would let me know once she got it. With sending the email and pictures not 10 minutes after the call ended a response should have been given. But there was no response and a day later there is still no response. Nothing has been done at this point and this will be expect to be fixed so I don't keep having to push a build back. Horrible customer service and horrible lack of communication.

Complaint: [redacted]
I am rejecting this response because:    We did not get all of the parts we were told we were getting. We were charged $638.25 for the exact same part number. Being that this part number was for a kit full of individual components. This was verified by operator [redacted] at the time of purchase. So it stands to reason that we would be receiving all of the parts included in said kit. When the purchase price was agreed upon by XDP they were knowing those parts were part of the kit. XDP is blaming their manufacturer. That is a sales issue between them. XDP agreed to sell us the full kit as stated above, and they failed to do so. There was no question in a change of quality or content on either side at the time of purchase. They knew what was included in the full kit. We did not receive all of the parts. It is not unfair or unreasonable to expect the rest of what we paid for.
Regards,[redacted]

The complainant refers to "products that were agreed upon at the time of purchase". To my knowledge, the only product agreed upon was a part number for a kit. The part number was purchased, however, it no longer includes the individual components originally listed for more than twice the money. The part number was sent and the lower price paid. Upon realization of the manufacturer's mistake and the confusion, we agreed to issue a full refund and cover return freight. The customer refused and to my knowledge was in no way committed at this point to being forced to keep the item they received. They did realize the difference in weight and parts list immediately and reached out to both the manufacturer and ourselves at that time. Our original statement is not accusatory toward the complainant as much as disbelief that anyone would expect a part# that cost $1700 one day, to be suddenly be listed for $650 the next day without question. It is our opinion that the remedy this customer is demanding is unreasonable, onerous and unwarranted. We do not question the customer's frustration or disappointment, it's their insistence on what they feel is the only suitable answer that concerns us.We have offered sufficient and immediate remedy that was denied by the customer. Our website clearly states "We believe all prices and information on our website to be accurate. Prices and information on the website can change without notice. Xtreme Diesel reserves the right to completely refund your money in the event of a misprinted price." The customer agreed to this policy before the purchase. We will still send call tags for the item and refund the customer what we owe them if they wish to do so.

Complaint: [redacted]
I am rejecting this response because: The statement received by XDP is incorrect and accusatory on a personal level as well as from a business stand point. We are standing by our original statement that XDP failed to send the products were agreed upon at the time of purchase and that were advertised on their website.
Regards,[redacted]

Business Response to a Complaint
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Complaint ID#:


[redacted]


Company Name:


Xtreme Diesel


Company Contact:


[redacted]


Company Phone:



Company Email:



Person Who Sent the Complaint:


[redacted]


Staff Member:



Response:
This customer saw an add on a competitor's website which they wanted us to match our price to theirs. The problem starts with the fact the manufacturer altered the kit and the price that week so there was confusion as to the contents and price of the kit during the price match. As it turns out, the part on the competitor's website was not advertised correctly, so it is not a bona fide ad subject to our price match parameters. The difference in the kit is substantial. The original kit included a full list of parts for $1700.00.The superseded kit contains about half the parts of the full kit and consequently only costs $675.00. The competitor listed the old, discontinued full kit parts list at the new, lower price. We were advertising the old full kit at the full, higher price. When asked to price match, we matched and beat the lower priced kit that was now offered with the updated parts list. The confusion here was on the day of purchase when the customer seemed to think that we could afford to sell them the full $1700.00 kit for only $636.25. Since this price change took place around the same day as the customer's order, specifics on the new kit were not clear to anyone beyond the manufacturer. Once the customer received the new kit with the updated parts list, they called the manufacturer to request the "missing" parts. They were told the old kit was discontinued and the new $675.00 kit has all the parts its supposed to have for $675.00. The customer was offered a refund but they declined. They called us to get the "missing" parts but we do not offer them. We only offer the kit they purchased for the price they paid. We apologized for the confusion and offered to pay for the return freight and issue a full refund. The customer declined as they felt entitled to $1700 worth of parts for $636.25 due to an error on someone else's website, confusion, an honest mistake by any one of the parties, or simply the feeling that XDP can afford to lose $1000. It would seem that this customer is attempting to get over $1000 worth of parts for free simply because they feel that they have an opportunity to do so. They have received all the parts for which they have paid us. They got what they bought. They were offered a full refund. The customer has also since issued a chargeback for what they feel they should have paid for the parts they did receive. The best remedy for this would have been for them to accept the refund if it was such a bad deal for them. It would not have cost them anything. The policy on our website which the customer agreed to clearly states the remedy for such incidents.
Sent on: 10/10/2014 4:29:21 PM
Sent by: 74.102.65.16

Review: I spent 2,295.00 Turbo and they are fault and will not sent me shipping labels or boxes. I need new turbo sent to me and they will not send me new ones and shipping labels. Why should I have pay for shipping merchandise back to them.Desired Settlement: Need shipping labels and boxes sent and new turbo sent to me.

Business

Response:

We’ve reviewed [redacted] complaint and have been able to discuss the issue with him directly. [redacted] is experiencing technical issues with a ** Turbo that he purchased through XDP on 07/15/15. While XDP is a warehouse distributor for products manufactured by ** Diesel, we unfortunately do not provide in-house technical support services or oversee product warranty claims. These services are offered by the manufacturer, [redacted] Having stated the above, [redacted] had been in contact with [redacted] directly regarding the technical issues he was experiencing with his product. [redacted] had set up a warranty case with [redacted] and had provided him with return instructions to have his turbo returned to be inspected under warranty. Unfortunately, prior to this complaint being submitted, XDP had not been made aware of a warranty claim being set up between the two parties and there is no recorded communication that we have on file from either [redacted] or [redacted] regarding the details of the warranty case. However, while XDP does not have oversight over [redacted] warranty claim with [redacted] (warranty claims are handled exclusively between the end user and the manufacturer) we wanted to assist him on the matter as XDP was the original place of purchase for his turbo. While it’s not normal business practice for [redacted] to cover the return shipping on a warranty item (BD’s written warranty policy can be found on their website at the URL listed at the bottom of this response) we have gone ahead and addressed [redacted] return shipping concern by e-mailing him a [redacted] return shipping label so that he can have his product returned back to [redacted] free of charge. [redacted] will need to have the turbo boxed, cushioned, and sealed for shipping. Once boxed and sealed he must print out the return shipping label we had provided him with and drop his package off at his local [redacted] location so that it can be returned back to [redacted] Once [redacted] receives back [redacted] turbo it will be checked out under warranty by [redacted] If inspection/testing determines that the turbo’s failure was the result of **’s workmanship, ** will repair or replace the product free of charge and ship the product back to [redacted] (also stated in their below warranty policy). In conclusion, because XDP does not oversee [redacted] warranty claim with [redacted] we do not feel that [redacted] is entitled to any relief sought through XDP. In addition, we’ve addressed his concerns about the return shipping by providing him with a [redacted] return shipping label in order for him to have his turbo returned. If his turbo is confirmed defective by [redacted] when it’s received back, tested, and inspected, it will be replaced for him free of charge by [redacted] per their written warranty policy. The details of **’s written warranty policy can be located at the following URL: [redacted]