Complaint Review: US Diesel Remanufacturing - Linden Michigan

Well, its been a while since we were told that "the check's in the mail" from these RIPOFF ARTISTS.  We have not received one red cent of our money spent, they have their crappy used injectors and we even got stuck with the crating and FedEx shipping back to them.  Whatever i thought of these creeps is even worse than we expected.  BUYER BEWARE.  DON'T SEND THESE CREEPS ONE PENNY.

I read US Diesel Remanufacturing Inc.'s "Rebuttal".  They just can't make themselves tell the whole truth, but they do get some of it sprinkled into their narrative.  Here's what they've got right and wrong:

In the first paragraph they make claims about the quality of their work, and then go on to state they stray from protocol less than 1%.  Well, if that's true, then I'm the unlucky fella who got their 1% crappy workmanship engine, I suppose.  One would therefore conclude that these Ripoffs would really try to take care of their 1% unlucky client.  Instead, they have fought every step of the way to avoid paying for the repairs to their crappy performance.  Had we not experienced a FAILURE of the injector, we would be really screwed, you can bet on that!

We, the customer, in this case DID specify our protocol, precisely because USD's advertisements and rebuild outlines left out a lot of critical information.  We paid for a high end engine rebuild for one really good reason; the cost to remove, ship, and replace the engine into a big truck is more than the cost to rebuild, so it makes sense to pay for a quality engine rebuild that will last many miles and many years.  We paid an extra $1,800 for NEW injectors and were sent second rate inoperable injectors, probably the cheapest injectors they could find.  They hoped that we would get enough use from these used injectors to make it thru their bogus warranty, luckily for us, they didn't.

USD claims in their third paragraph, that they paid for the repairs, yet they paid only about 30% of the cost to repair.  They did not pay for our diagnostic time to troubleshoot the problem.  They did not pay for us to track down the NEW injectors, or to pick up the injectors or any other administrative time, nor did they pay any OH&P to make this happen.  They did not reimburse us for special packaging that they requested be used to send the used injectors back to them, nor did they reimburse us for the FedEx shipping from Hawaii to Michigan!  Come to think of it, they have not paid us ONE DIME for any of our costs to replace the used injectors....they are still disputing our invoice and claim that their warranty payments are "60 to 90 days out"!  What a SHAM!  They say they've "approved" a refund, but we have received nothing and expect to receive nothing from these shysters.  When they say they've "covered" something, that is not true until they actually make a payment.

Next they talk about "upper management", yet it was upper management who refused to send us any receipts for work done to our engine, did not send us any complete dyno logs for the testing and dyno break-in that we specified and paid for.  When pressed, all they could come up with was a 10 second dyno readout from someone's engine, but we don't even know if it was ours.  Typically, when one pays for a dyno test and breakin, they expect some real reporting and substantiation that the work was actually done.  Nothing could be further from the truth with these people....unless you can pry information from them, you will not get any information from them.  They say that they have nothing to hide, yet we have not received one ounce of information from them, outside of an invoice for 'rebuilt' injectors, and we don't even know if those were installed in our engine.

When USD talks about 'upper management', you'll find out (if you're ever foolish enough to use this rebuild shop) that there is no upper management and you will not be graced with the opportunity to talk to anyone above the shop foreman unless you lodge a public complaint.  I know because I tried on multiple occasions to speak with the General Manager and the Owner, but the office and shop foreman would not put me through to anyone but themselves.  VERY FRUSTRATING.

Finally, the last paragraph.  They say this has caused 'some speculation and distrust'....that is an understatement and is completely misleading.  This situation has caused an overpayment by the customer of tens of thousands of dollars, it has caused many hours of investigation and dialog (mostly one-sided), many hours of corrective work to go unpaid, more hours disputing false claims and self-serving rhetoric from a supplier who cares more about covering their arses than doing right by their customers, in this case a customer who has a legitimate claim against their incompetence.

They say that this is an 'isolated incident', however I have located other customers of USD who have had the same shoddy workmanship done on thier engines, things you would not believe a business could get away with, but apparently these people have made this their standard operating procedure....do crappy work, hope nobody notices, then short change them on any warranty claims they make. 

We told USD in a phone call that our engine seems to be working OK, but that it has not been subject to heavy use yet and that it has very few miles on it, so if you read the last sentence of their 'rebuttal' beware that this could be the way they treat you and then lie about your communications with them.  It Is Still A Ripoff until USDiesel honors their warranty 100%, not 30%.  They have "approved" less than $4,000 after we have sent them over $6,000 in CAT invoices for new injectors and Orings, not to mention our labor, packing, postage and other costs.

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USDR remanufactures and ships hundreds of reman engines worldwide every year and we pride ourselves on supplying engines built with only the highest quality parts and workmanship. Like every engine we build the engine in this case was no exception to the rule and was completely remanufactured from the bare block to finish using only the highest quality new or remanufactured parts. Every engine we remanufacture is built per our standard USDR reman protocol which outlines a very specific process that every engine under goes. Less than 1% of the time do we stray from this protocol.

The customer in this case requested a custom protocol be performed for their engine. We consented and drafted a custom order protocol which consisted of 22 line items all pertaining to the customers specific preferences and requests. Included in their requests was that the engine would be built with new injectors. This engine was built with remanufactured injectors which we obtained from our regular supplier who is one of the largest suppliers of reman injectors in the nation and an industry leader.  However the injectors were not "new" injectors as the customer had requested and this was the result of an unfortunate mistake and error on the part of our production dept.

It was not however an effort to mislead, deceive or breach our agreement with the customer. In order to remedy the problem the customer who is located in Hawaii purchased brand new Caterpillar injectors from a local dealer and installed them into the engine. After installing the injectors the customer sent USDR an invoice in the amount of $10,899.96. Let it be known that standard time to replace all 6 injectors would run approximately 3 to 5 hours. The customers invoice included receipts for tools to work on the engine as well as 41 hours of labor all of which was performed by the customers in house mechanic. It goes against USDR warranty terms and conditions that a customer perform their own warranty work as this understandably constitutes a conflict of interest. However under the circumstances USDR was willing to make an exception in an effort to remedy the problem as quick and easily as possible. USDR approved a full refund for the original 6 reman injectors that were returned to us by the customer, as well as a full refund for the additional charge for the new injectors purchased by the customer. We also covered a sufficient amount of the labor to replace the injectors. 

Upon this matter being brought to the attention of upper management here at USDR we have once again reviewed the order and production log and have made certain that all other specific requests made by the customer that were agreed to by USDR were met during production. We pride ourselves on being honest and conducting our business with integrity and therefor we have nothing to hide from our customers.

Its unfortunate that due to this mistake on our part this has caused some speculation and distrust on the part of this customer. In an effort to regain credibility with this customer we have since offered to disclose all records and receipts associated with this order. The customer has informed us that since the isolated incident with the injector in Sept 2016 there have been no other problems with the engine and it is performing well.