B D Diesel Performance

Complaint: [redacted] I am rejecting this response because: If there was nothing wrong with the part why would the problem go away after it was replaced? I was told over the phone when my truck was broken down that it would all be taken care of, which it obviously hasn't been taken care ofWhy would they tell me over the phone that it would be completely covered and then not cover it? I specifically asked about the labor and was told it would be completely coveredI went to the shop that BD Diesel told me to go to! My biggest problem is the condescending nature of the salesman and managers that I have talked to at BD DieselIt is obvious in their response how they value their customers Sincerely, [redacted] ***

The RMA was created on November 2, and the torque converter in question was received by us on December 15, The torque converter was inspected December 15, and it was determined there was nothing wrong with the part and the warranty should have been deniedOur company sent a replacement torque converter at no charge on November 2, When the replacement was installed (identical part and part number) the overheating was correctedIn these situations the cause for the overheating is plugged transmission oil lines and when we inspect only the converter we cannot determine the cause of the overheatingOn January 13, our company paid the customer $(hours at $per hour) for labour to replace the suspect part with the replacement sent on November 2, and $for fluidsNote: The standard time to RE and RE a Duramax transmission and torque converter is hours, the customer was charged we paid our warranty rate for hoursSince the original torque converter was found at ‘no fault’ our customer has been looked after very well and we conclude additional payment to him is not forthcomingThe $the customer is asking for is the difference in labour he paid ($per hour) and the reimbursement our company made to him at $per hour as indicated in our warranty statementOur sales staff have indicated they discussed the $rate with the customer however it was never written in an emailThe customer had shipments of product both of which contained our warranty statementI must be questioned: Does a customer make a $7,purchase without understanding what the warranty policy is from the manufacturer?

Company’s product was purchased from a Distributor by the CustomerThis is the communications between all parties: From: DistributorSent: Friday, January 29, 9:AMTo: CompanySubject: RE: can you send me a copy of your order / Customer / Distributor Order # XXXXXXXImportance: High Company, I just e-mailed a copy of Customer’s invoice over What’s going on with this customer? When I pulled up the order in our system there were notes on the account from last night stating Customer’s mother called in stating the part ruined her son’s truck and wanted Distributor’s address so that a complaint could be submitted with the Revdex.comCS offered to get her in touch with Company for technical support and in response his mother, as documented by our customer service department, “started yelling that I was of no use to her and I didn't have a clue what she was talking about (I didn't) she said she will send in a letter to resolve this I asked if this was a warranty issue and she said it's not I then asked if she was looking to return the items and she said noShe said she will take care of it I asked if she still wanted a csr manager to call her and she said no and hung up.” Please keep me posted on this one and let me know what’s being done to resolve the issue Best Regards, Distributor From: Customer’s Mother Sent: Friday, February 26, 5:AMTo: CompanySubject: Notice & Demand: Order Re: Notice and Demand Customer Rebuild Kit, Order No XXXXXXX Dear Company, On January 30, 2016, I notified you about the issues with your faulty transmission rebuild kit I asked for a refund and $in labor costs for having to repair the damage your kit caused to our truck Since you never responded, I’m assuming you do not want to settle this out of court If I do not hear back from you by March 4, 2016, I plan to file a complaint in court Sincerely, Customer’s Mother From: Company Sent: Friday, February 26, 11:AMTo: Customer’s MotherSubject: RE: Notice & Demand: Order [redacted] Customer’s Mother, in review for your request for warranty consideration for Your Son of the Transmission build it kit part number XXXXXXYour request has been deniedAll failed material must returned for inspection to verify the cause of failureUnfortunately Your Son has not been able to return any failed material or supply photos of any of the failed material for us to verify any type of a cause of failureOur warranty policy only covers build it kits material to be free of defects prior to installationWe do not cover burnt clutches or steels in any form nor do we cover any failures that result from the installation of the build it kits as we have no control installation or quality of the builder assembling the transmission with the build it kitHad there been an issue with any of the material prior to installation of the build it kit we should have been immediately and the assembly of the transmission stopped, so that any nonconforming product was not installedGiven the circumstances as stated above we are unable to comply with any and all requests for warranty reimbursement Regards, Company Company: Technical Manager’s discussion with Installer to try to get verification of failure I called and talked to Installer about the install of our kit on this truck Installer said, shortly after leaving with his truck, Customer started having issues with his overdriveHe lives over an hour away from shop so he continued home He arranged to have his truck brought back in to Installer where it was found that the transmission was full of metal and the overdrive plate had broken into two separate piecesAn inner and outer ring When I asked if he had pics he said no He then put the transmission together with new clutches and plate and the truck worked for a couple weeks and then had a seal fail due to contaminants not being properly flushed from the system We have never seen this failure on the OD plate, we also have no solid evidence of anything happening with this transmission I suspect an installation error The fact that we have no pictures and there was a second failure suggests installation Based on the above, the Company can not substantiate a failure of our productThe alleged failure has never been witnessed and with the parts or at the very least photos, we are at a lossRequest for compensation is denied

Re: Faulty Rebuild Kit In January, my son purchased a Transmission Rebuild Kit for our Dodge Cummins valve diesel truck from XDP, manufactured by BD Power companyAfter installation, the thinner overdrive pressure plate brokeThis caused metal shavings to cover the inside of the transmission, which then caused the clutches to wear outThis has ruined the valve body in the truck and caused the torque converter to have problemsBecause of your faulty and sub-par rebuild kit, it completely thrashed his truck’s system with metal and clutch material when the plate brokeIn addition, this caused his truck to be inoperable for almost a monthWhen he finally did get the truck back, it ran for a few weeks and then broke down again on 3/3/due to a faulty seal from your kit

I purchased a toque converter and transmission for my truck that was manufactured by BD Diesel After installation, the transmission was running abnormally hot, both while towing and not towingI contacted BD Diesel and talked to the tech in their shop, Matt, he said I was probably sent the wrong torque converter, so they sent me a new (different) toque converter and assured me that everything would be covered under warranty, that was back in NovemberAt the time my truck was broken down due to the rear differential going out hours away from my houseBD Diesel referred me to Little's Diesel in Kanab Utah where they sent the toque converter and told me over the phone that it would be completely covered under warrantyI paid for the warranty out of pocket and BD Diesel was going to send me a check to reimburse meThree months later the check finally comes in the mail and they didn't reimburse me as they told me they wouldTheir "policy" is to only reimburse at $an hourHowe

Cheque for $will be issued on May 19,

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.
Sincerely,
[redacted]

The RMA was created on November 2, 2016 and the torque converter in question was received by us on December 15, 2016. The torque converter was inspected December 15, 2016 and it was determined there was nothing wrong with the part and the warranty should have been denied. Our company sent a...

replacement torque converter at no charge on November 2, 2016. When the replacement was installed (identical part and part number) the overheating was corrected. In these situations the normal cause for the overheating is plugged transmission oil lines and when we inspect only the converter we cannot determine the cause of the overheating. On January 13, 2017 our company paid the customer $550.00 (10 hours at $55.00 per hour) for labour to replace the suspect part with the replacement sent on November 2, 2016 and $71.26 for fluids. Note: The standard time to RE and RE a Duramax transmission and torque converter is 7.7 hours, the customer was charged 9.5 we paid our warranty rate for 10 hours. Since the original torque converter was found at ‘no fault’ our customer has been looked after very well and we conclude additional payment to him is not forthcoming. The $400.00 the customer is asking for is the difference in labour he paid ($95 per hour) and the reimbursement our company made to him at $55 per hour as indicated in our warranty statement. Our sales staff have indicated they discussed the $55.00 rate with the customer however it was never written in an email. The customer had 2 shipments of product both of which contained our warranty statement. I must be questioned: Does a customer make a $7,465 purchase without understanding what the warranty policy is from the manufacturer?

Complaint: [redacted]
I am rejecting this response because: If there was nothing wrong with the part why would the problem go away after it was replaced? I was told over the phone when my truck was broken down that it would all be taken care of, which it obviously hasn't been taken care of. Why would they tell me over the phone that it would be completely covered and then not cover it? I specifically asked about the labor and was told it would be completely covered. I went to the shop that BD Diesel told me to go to!  My biggest problem is the condescending nature of the salesman and managers that I have talked to at BD Diesel. It is obvious in their response how they value their customers.
Sincerely,
[redacted]

Company’s product was purchased from a Distributor by the Customer. This is the communications between all parties:
 
From: DistributorSent: Friday, January 29, 2016 9:32 AMTo: CompanySubject: RE: can you send me a copy of your order / Customer / Distributor Order # XXXXXXXImportance:...

High
 
Company,
 
I just e-mailed a copy of Customer’s invoice over.
 
What’s going on with this customer? When I pulled up the order in our system there were notes on the account from last night stating Customer’s mother called in stating the part ruined her son’s truck and wanted Distributor’s address so that a complaint could be submitted with the Revdex.com. CS offered to get her in touch with Company for technical support and in response his mother, as documented by our customer service department, “started yelling that I was of no use to her and I didn't have a clue what she was talking about (I didn't) she said she will send in a letter to resolve this.  I asked if this was a warranty issue and she said it's not.  I then asked if she was looking to return the items and she said no. She said she will take care of it.  I asked if she still wanted a csr manager to call her and she said no and hung up.”
 
Please keep me posted on this one and let me know what’s being done to resolve the issue.
 
Best Regards,
Distributor
 
 
 
From: Customer’s Mother Sent: Friday, February 26, 2016 5:17 AMTo: CompanySubject: Notice & Demand: Order 429368
 
Re:      Notice and Demand
            Customer Rebuild Kit, Order No.  XXXXXXX
 
  Dear Company,
 
On January 30, 2016, I notified you about the issues with your faulty transmission rebuild kit.  I asked for a refund and $500 in labor costs for having to repair the damage your kit caused to our truck. 
 
Since you never responded, I’m assuming you do not want to settle this out of court.  If I do not hear back from you by March 4, 2016, I plan to file a complaint in court.
 
 Sincerely,
Customer’s Mother
 
 
From: Company Sent: Friday, February 26, 2016 11:33 AMTo: Customer’s MotherSubject: RE: Notice & Demand: Order [redacted]
 
Customer’s Mother, in review for your request for warranty consideration for Your Son of the Transmission build it kit part number XXXXXX. Your request has been denied. All failed material must returned for inspection to verify the cause of failure. Unfortunately Your Son has not been able to return any failed material or supply photos of any of the failed material for us to verify any type of a cause of failure. Our warranty policy only covers build it kits material to be free of defects prior to installation. We do not cover burnt clutches or steels in any form nor do we cover any failures that result from the installation of the build it kits as we have no control installation or quality of the builder assembling the transmission with the build it kit. Had there been an issue with any of the material prior to installation of the build it kit we should have been immediately and the assembly of the transmission stopped, so that any nonconforming product was not installed. Given the circumstances as stated above we are unable to comply with any and all requests for warranty reimbursement.
Regards,
 
Company
 
 
 
Company: Technical Manager’s discussion with Installer to try to get verification of failure
 
I called and talked to Installer about the install of our kit on this truck.  Installer said, shortly after leaving with his truck, Customer started having issues with his overdrive. He lives over an hour away from shop so he continued home.  He arranged to have his truck brought back in to Installer where it was found that the transmission was full of metal and the overdrive plate had broken into two separate pieces. An inner and outer ring. 
When I asked if he had pics he said no.  He then put the transmission together with new clutches and plate and the truck worked for a couple weeks and then had a seal fail due to contaminants not being properly flushed from the system. 
We have never seen this failure on the OD plate, we also have no solid evidence of anything happening with this transmission.  I suspect an installation error.  The fact that we have no pictures and there was a second failure suggests installation.
 
 
Based on the above, the Company can not substantiate a failure of our product. The alleged failure has never been witnessed and with the parts or at the very least photos, we are at a loss. Request for compensation is denied.