Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car part after verifying with their sales team that it would be the correct part I was looking for and was CA compliant, they sent me the incorrect part, aafkitted it was the incorrect part and sent me a return shipping label. I returned the part the next day and it was a nightmare getting a refund for it. It took over a month to get a partial refund and I was stuck with shipping and restocking fees. The manager ***** was never available and when he called me back he lied and said they listed the family part I needed online but then said it was added after my complaint and their error it refused to send me my complete refund.

  Business Response

  Date: 06/04/2025

  Customer Name: ****** *********
  ******************** ID: ********
  Customer Order Number: *******

  Response to Customer Statement:
  The person filling this complaint is not a customer of ours. We have no orders in our system for anyone by this name, phone number, or email address. I am not sure how the person filling the complaint is related to our customer, but there is a discrepancy here.

  The person filling the complaint is doing so in regard to our order number *******. This order was placed on our website on April 18th, 2025, at 2:06pm
  The item purchased was for a CARB compliant catalytic converter for a 2.4L ***** Accord. Our listing clearly states that this unit is compliant with engine family numbers 6HNXV02.4KKC,4HNXV02.4LBP, 4HNXV02.4JBP.

  We processed and shipped an item from one of our suppliers to be shipped directly to our customer that fit these specifications.

  The order was delivered to our customer on April 19th, and we were notified on April 22nd that the part received was not compliant with what was needed.

  A return was set up with our supplier and our customer was sent return information on April 24th.The return was received by our supplier on April 28th, and we were notified that a credit was processed on May 1st.

  Our customer expressed a desire to exchange the unit out for the one that was needed, and we needed to obtain more information from them so we could determine what the proper part. We spoke with the customer on May 2nd, and It was determined from that call, that the engine family number from the emissions sticker under the hood of the car was 4HNXV02.4KCV, which was not complaint with the part that was originally ordered. We do not have a listing for the part that is needed, but our team continued to research and source the unit that is needed.

  We were later informed that the customer could wait no longer for us to obtain the correct part, and they requested a refund to be issued. The refund was processed on May 12th. Per our returns policy, the refunded amount was deducted by the restocking fee, and the shipping for the unit.

  The complainant states that they made a phone call prior to placing the order online trying to confirm if the part number they were about to order was going to be compliant with their vehicle. We were able to determine from call logs that a call was placed into our sales team prior to the order being placed. We verified with the salesman who took the call that not enough information was provided to confirm fitment,as no VIN or engine family number was provided. Due to the **** regulations, fitment must be very specific, with different executive orders applying to different engine family numbers. This is why we list the information on our listings. When an order is placed online, it is the customers responsibility to ensure the correct unit is being ordered.

  The complainant does not want to accept responsibility for their mistake and continues to take up our time and resources.They ascertain that they have screenshots and evidence, but none has been provided. We have told them that if this information can be provided, we will re-evaluate. As it stands, we must go by what our records show.

  I have provided a link to the listing that the customer purchased below. This shows the specific engine family numbers that our listing fits.

  *********************************************

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23419005
  
  I am rejecting this response because:

  I contacted Dales about their error immediately after receiving the incorrect part. I spoke with ***** who was very friendly and knowledgeable and told me it was an error on their part and they would try to provide me with the correct part. I returned the incorrect part I received the very next day and received confirmation Dales received my return 3 days later. I followed up the next day and the manager ***** who had to process my request was not available. I sent them an email with all the information needed to process my replacement or refund. I followed up a week after that and again, ***** was unavailable and was the only one who could process my request. The third week I called and asked for a refund because at that point I was incurring storage fees at the shop where my car was being fixed. I finally got a return for the incorrect amount. I called for 2 weeks and could not get ahold of *****, several of his employees walked to his office as there where no notes in the file with updates but he was always away from his office. When I finally got a call back from him, after over a month, he was very combative and lied saying there was a place online where I should have put the family number. I told him it was not there when I ordered, he then admitted it was later added once they had made the mistake with my order. Please see the screenshots attached of the part on the website when I ordered as well as a screenshot of the 6 minute phone call I had with *** prior to ordering verifying the family and part number. ***** has been extremely unprofessional and refuses to let me talk to his supervisor.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 06/12/2025

  We have in place a returns ********* is clearly listed on our website. It states that all returns are subject to restocking and shipping deductions and that is how the return for this order was processed.
  We are an online retailer and have very limited phone support. As such, escalations are handled via email. This should have been explained to the complainant each time she called in and we will ensure that our sales team is reminded to convey this message when repeated calls are made.
  Our website acts as a catalog for items that we sell. Listings are continually reviewed for accuracy and for improvement. In the case with the listing in question, the section that lists the applicable engine family numbers was present at the time of purchase. After we reviewed the issue the complainant had, we ultimately added another field on our listing, which allows the customer to manually input their engine family number when they checkout. This is the addition that the complainant is referencing that was made after the fact. This was done to eliminate any question on whether certain information is provided, and to add another layer of redundancy to the listing to eliminate potential order errors by customers.
  We have a procedure for evaluating all returns and reviewing if it was an order error, processing error, warehouse error, etc. All returns go through this process to determine what is fair for both the customer, and for the business. As a team, we have spent significant time reviewing call logs, listings, emails, and customer provided materials for this order. We do this so that we can continue to grow and improve as a team, regardless of the issue.
  We previously acknowledged that a call was received prior to the order being placed on our website. We have no way to confirm what the complainant claims and the team member who answered the call has refuted the claim that a VIN or engine family number was provided.They were only looking for confirmation that part number 18160RAAA00 was the correct part number for a 2005 ***** Accord w/ a 2.4L engine.
  As it stands, we treat this return as we treat all other returns and the customer is responsible for the restocking fee and the shipping charges. As a courtesy, the restocking fee was reduced to 10% when the refund was processed to the cardholder on 5/12.

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These people are the worst for customer service they stole my car. They also did not refund me my money after the *** filter failed after using it for one week so they prettymuch got me for over $3000 and all they can tell me is sorry we cant help you.

  Business Response

  Date: 05/29/2025

  Customer Name: ****** ********
  ******************** ID: ********
  Customer Order Number: *******

  
  Response to Customer Statement:
  Customer placed an order on our website for a remanufactured diesel particulate filter (DPF) on Oct. 26, 2023.The unit was priced at $1695 plus and $800 core charge, totaling $2495. The unit is covered under a 1-year warranty by the manufacturer.

  The customer returned his core to us on Nov. 20, 2023, and it was tested to ensure that it could be remanufactured. As stated in our core policy, cores must be rebuildable for them to be valid cores and eligible for core refund. On Nov. 30, 2023, we were informed that the customers core was unable to be rebuilt, and he was sent an email notifying him of his options on the same day. There was no reply to that email from the customer, and the unit was discarded after 30 days of it being held.

  The customer submitted a warranty claim to us on Nov. 5, 2024, which put him outside of the warranty window. He was sent notification of the warranty being denied on Nov. 11, 2024, and we never received a reply back from the customer.

  We received a phone call from the customer on May 28, 2025, following up on the warranty claim and he was again informed of both the warranty & core policies.
  I have attached copies of the email chains mentioned, and links are provided for both our core policy & warranty policy, both of which are clearly stated on our website.

  Customers claim that we stole his car is baseless. If his car has been stolen, he should file a police report to have that investigated by the proper authorities.

  Core Policy:

  *******************************************************************************************************************************

  Warranty Policy:

  ***************************************************************

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased aa oil pump from Dales on May 6th. I got the part within a few days. My mechanic called me today to advise me that the part was no good. When I ordered the part I didn't do it online bc I wanted to ask questions prior to ordering the part. ***** the sales person took my call and answered my questions and took my payment over the phone. I called **************** today and spoke with someone and he sent me a form but told me I could not talk to anyone. I told him I need to speak to a manager bc I am disappointed that they sent me a bad part and I didn't feel comfortable paying 2x for a part. So I wanted to speak with someone. So I called back and they wi=could let me speak to anyone. So I called the ext that ***** gave me bc it was easy to remember. ext 123 and he picked up. I could tell he knew about the problem but he gave me a chance to still explain then he told me basically I could pay for another part and send that one back to get checked and then they would decide if they issued me a refund. I explained to him I didnt agree and I would like to speak to the manager and he said ***** was the manager and I asked him what was Scotts email or number and he said ***** didn't have an email that he talks to him via chat. So I asked him for Scotts title and he said manager and I asked him was ***** the ** or just floor manager and he told me he was done answering questions and hung up. I called my credit card to file a dispute but not sure how that is going to turn out. I am going to send them the bad part back tomorrow and track it. I can forward you emails when you respond to compliant

  Business Response

  Date: 05/15/2025

  Customer Name: ****** ****
  ******************** ID: ********
  Customer Order Number: *******
  
  Response to Customer Statement:
  Customer placed an order over the phone with one of our salesmen on Tuesday, May 6th 2025 for a 7.3L  Powerstroke high pressure oil pump (HPOP),and injector pressure regulator valve (IPR) and the total for the transaction was $932.35.
  The HPOP was processed directly with the manufacturer the next day and the customer received it via *** on 5/***** IPR was sent from our stock locally via ***** and it was received on 5/9.
  Customer reached out to us on 5/14 stating that there was an issue with the **** received and he was sent a warranty ticket via email to provide additional information so that we could relay the information to the manufacturer.
  Customer filled out the warranty ticket, supplying very little information regarding the issue that was being experienced and continued to call in demanding to speak to a supervisor. He was informed that all issues of escalation were handled via email so that there is clear documentation in place for records.
  Customer continued to demand to speak to a supervisor, calling and emailing numerous times throughout the afternoon, and even became so aggressive during one exchange that the call had to be terminated. He continued to call in until he was finally connected with a member of our leadership team, who explained the warranty process again to him.
  According to the warranty form the customer submitted, the pump is not holding pressure. The warranty information provided by the customer has been sent over to the manufacturer and we are waiting for them to review and advise on the next steps.
  Our warranty policy is clearly stated on our website and ultimately, all warranties have to be proven and are at the manufacturers discretion. We have a policy in place that protects both us and our customers and we will follow the policy.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23330863
  
  I am rejecting this response because:  because I feel like they sent me a bad part and expect me to loose all of my money. I sent the part back this week. They are supposed to receive it on Friday. I dont feel confident that they will refund my money regardless how this situation plays out. They should be held accountable. The last person I spoke with was nice and understanding although that did help that they would allow me to speak to him the 1st time so the matter could have been resolved. Whom ever wrote the response lied so I can tell they are not an honest company.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/23/2025

  Customer provided the tracking number for the return, and it shows to have been delivered to our supplier today (5/23). The usual timeframe for processing the unit is about 3-5 business days from when its received, so we could receive an update from them as early as this time next week.
  Customer needs to be clearer with regards to which point he is contesting that we are lying about. I provided email chains and a screenshot of our phone records in our previous response.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23330863
  
  I am rejecting this response because: I am going to wait until they review my partner sent back. They have all the power to say whatever they would like now regarding if the part was good or bad and what to do about refunding me the money. After I get their response we can go from there.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought injectors for a truck I own and they worked for about 2 months then ran into issues with them misfires and one injector stuck open I have sent multiple emails over and over trying to contact ***** super store support and no luck. I contacted full force diesel ( brand of injectors ) and they responded within 2 hours and told me I had to contact ***** super store for a warranty claim and no luck I bought the injectors in mid November of 2024

  Business Response

  Date: 05/12/2025

  Customer Name: ****** ****
  ******************** ID: ********
  Customer Order Number: *******
  
  Response to Customer Statement:
  Customer placed an order through our website on 11/9/24 for a set of injectors totaling $1595. On April 10th the customer sent us an email stating that he was having issues with the injectors. We responded to his email within 30 minutes of receiving it letting him know the process for a warranty claim and provided him a link to provide information so we can get the process started. No response has been received from the customer regarding his warranty issues and he has not submitted any information via the link in the email sent to him. Please see the attached email with timestamps.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a part that was defective, I turned in a claim and they accepted the part was bad and they claimed they would mail me the new part. They said they don't offer refunds, I can only buy something with the credit. They have not only my money but also the parts and I have nothing. The clients truck this goes into is beyond frustrated and so are we. Emailing them has gotten us no part and only dead ends. We need some help.

  Business Response

  Date: 12/03/2024

  Customer Name: *** ******
  ******************** ID: ********
  Customer Order Number: *******
  

  Response to Customer Statement:
  Customer placed an order for a remanufactured IDM for a 7.3L Powerstroke on 8/20/24 via phone with one of our sales representatives. The order was processed and shipped directly from our supplier on 8/21/24, and the customer received the unit on 8/24/24.

  On 9/6/24, the customer notified us of an issue with the unit and was provided a warranty ticket to collect the necessary information for the manufacturer. The completed warranty ticket was submitted by the customer on 9/13/24.

  On 10/21/24, the manufacturer issued an RMA, which we forwarded to the customer with instructions. The manufacturer agreed to send a replacement once the warranty return was approved.

  The customer supplied return tracking for the warranty unit on 10/31/24, which confirmed delivery on 11/4/24. This tracking information was promptly relayed to the manufacturer on the same day. However, the replacement unit was not shipped as instructed, and unfortunately, no follow-up occurred on our part or the customers until 12/2/24.

  On 12/2/24, the customer followed up, and we immediately reached out to the manufacturer for an update. While awaiting their response, the customer left a negative ****** review and filed a BBB complaint.

  On 12/3/24, we responded to the customers email with an update and continued working with the manufacturer to resolve the issue.

  As of today, we have been notified that the replacement unit is shipping out. We sincerely regret the delays and lack of proactive communication and are committed to ensuring the customers warranty is fully resolved as quickly as possible.

  
  

  Customer Answer

  Date: 12/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have now received the part. It is a shame that it took a ****** complaint and the BBB to get involved in getting a part.  Glad it worked out and we have the part to be able to get our client on their way.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dales Super Store is crooked. They show an *** part in stock online. I called them to verify it before ordering and they told me yes they had the *** part so I ordered the part before 2pm. They never shipped it the same day and then they sent an email they cancelled the *** part and full filled it with ****** junk without ever contacting me or getting approval. When asked to refund the money they just say it will take 3-5 days but yet they will take the money ey from you account the moment the order is placed. This company is a scam DO NOT BUY FROM THEM!!! Still waiting for my refund.

• Initial Complaint

  Date:10/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 items on 10/8/2024 with 2 day shipping. I received the one item but not the other. I waited until 10/14/2024 and contacted them as to the whereabouts of my other item. I inquired about canceling the rest of the order. I spoke with a gentleman who stated it was out of stock. He assured me I would have the part in 2 days and he would have it shipped direct from their vendor. He stated he would see it through. It is now 10/24/2024. I still have not seen the part. They refuse to credit me back for the part they sold and didnt even have. They are stating that I am just requesting to cancel the order and it is just a request. Their reason being that they havent heard back from their vendor to see if it has shipped. I have not received the part and it has been 16 days since I ordered and 2 weeks from when it should have arrived. I have been requesting to cancel this order for 9 days since I didnt receive the part and had to purchase it elsewhere being the semi tractor it was for was losing $800 to $1000 a day while they played games. This vendor should not be selling stock they do not have. Then refuse to credit the customer back when they cannot fulfill their obligations. All I request is to have my initial purchase price on the one part the tax and half of my 2 day expedited shipping refunded. I chose to keep the one item so I am responsible for that as well as half the shipping.

  Business Response

  Date: 11/08/2024

  Customer Name: ***** *******
  ******************** ID: ********
  Customer Order Number: *******
  
  Response to Customer Statement:
  Customer placed an order through our website on 10/8/24 for an oil pump ($499.95) and a timing cover ($629.95). Expedited 2nd day shipping ($156.33) was selected and paid for when the purchase was made online, making the total purchase amount $1,286.23.

  Our team immediately started to process the order, as expedited orders have priority due to shipping cutoff times. Our supplier notified us that the oil pump would ship out, but that they had discontinued the timing cover. Rather than tie up the entire order, we had the oil pump shipped out while our team continued to process the timing cover.The oil pump was sent out that day with the expedited shipping option selected and was delivered on 10/10 via UPS.

  Our team continued to work on the timing cover, reaching out to numerous suppliers to fulfill the order. We have a ticket that was created on 10/14 where the customer requested an update and a member of our leadership team stepped in and found a supplier that told us available to ship and the order was processed.

  When we had not received confirmation of shipping or a tracking number by 10/18, we reached out to the supplier to have the order cancelled. We were told that the order had shipped and that they would be send the tracking number over shortly. We followed up again on 10/22 and 10/24. On 10/26, we escalated this with our *** to get this resolved as we had not received the tracking information or confirmation of cancellation.

  While this is going on with our supplier, we had been in communication with the customer letting him know that we were working on the issue and that he would receive a full refund once it had been resolved.

  On 10/31 we received notification that our order with the supplier had been cancelled and we issued a refund to the customer on 11/1 for the amount of the timing cover ($629.95) and the balance of the shipping ($71.91) for a total refund issued of $701.86. The customer was notified that the refund was processed.

  Cancellation requests are often made for various reasons, but once an order has been processed, we cannot cancel and issue a refund until it has been confirmed that the order has not shipped. Once we received that confirmation, the customer was issued his full refund for the item that was not shipped. 

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of 1st Transaction: Sep 12, 2021 Order 1 # ******* Amount paid: $2,340.00 includes $800 for the core part which was refunded on Dec 2, 2021.Item purchased: HE351VE Turbo for 2009 6.7 Cummins Diesel Engine with 1 year warranty Five months later the turbo was defective. It started leaking oil and broke some of the seals. I was told to buy another and then return the bad one for a full warranty. Date of 2nd Transaction: Feb 21, 2021 Order 2 # ******* Amount paid: $1,540.00 After sending the bad turbo back to them, THEY REFUSED TO HONOR THEIR 1-YEAR WARRANTY Agreement, and claimed that the oil in my truck engine must have had some dirt in it that caused the turbo to fail. By the way, that engine had just been overhauled with new piston rings, new rod bearings, new head gasket, and new O-rings, etc.The second turbo that I bought from them went out exactly the same way as their first one whose. Now the second one is out of warranty but the simple fact that the same defect happened with the second turbo points to substandard products from them. They should have honored their first warranty because they knew it broke down due to being substandard. I want my money back, at least for the first turbo that went bad while under warranty.I have attached the following documents ****-Turbo-Payments-2022.pdf Evidence of the turbo leaking oil.pdf 2009 Freightliner Turbo Issues.pdf

  Business Response

  Date: 06/25/2024

  Customer made purchase of turbo on 9/12/21 via our website. Order was fulfilled through our supplier and shipped out on 9/13/21. Customer reached out to us on 2/13/22 regarding the turbo leaking oil and was sent a link to complete our warranty form. The information was forwarded to the manufacturer of the turbo. Customer elected to do a warranty prepurchase to get a replacement to him as quickly as possible and that unit was sent to him on 2/22/22. 

  The warranty turbo was received by the manufacturer and during inspection they determined that the cause of the turbo failure was contaminated oil causing the bearings to wear out. Since it was determined that the turbo did not fail from manufacturing defects, the turbo warranty was denied.

  A report, which is attached, was sent to the customer on 3/24/22 via email. On 4/6/22 the customer submitted documentation, which is attached, that an oil analysis was done prior to the turbo purchase and that no metal debris was found. That information was then forwarded to the manufacturer for review. During review of the documents submitted, it was found that the oil analysis was done 3 months prior to the original purchase date, causing the analysis to be irrelevant since so much time had passed.

  An update was provided to the customer on 5/18/22 asking for any documentation of the oil being checked after the turbo failed and the customer replied the same day stating that his mechanic did do an oil sample test and will get that information for us. That was over 2 years ago and we have not received that information.

  Since the customer did not provide any additional information in a reasonable timeframe, the warranty claim was closed back in 2022. The warranty term for the item purchased is 1 year. The original purchase warranty claim was denied by the manufacturer and the 2nd unit purchased was out of warranty in March of 2023.

  Warranty policy is stated on our website, and specifically says that warranty does not cover damage to products cause by contamination. Also attached is a document showing how oil leaks can occur, which the customer can review with his mechanic.

  ***************************************************************
  

  
  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21896466
  
  I am rejecting this response because:

  When their first turbo leaked oil and they gave me their explanation of why they won't honor their warranty, I gave them the benefit of the doubt even though my engine had just recently got overhauled a few months earlier after my original turbo went out. This was prior to me purchasing a turbo from them. That engine overhaul was a precautionary measure by the mechanic and that is when everything in the engine was replaced. I then bought their first turbo which broke down less than six months later. They refused the warranty on that turbo. I bought a second one, which lasted a little bit longer but also started leaking and leading to my truck breaking down. I have done several routine and on-time (3500 miles) oil changes before the second turbo started leaking too. My truck is not running now, and if they want me to go do an oil sample test of my current oil, I can do so to show them that there is no oil contamination outside of normal oil usage.  Their turbos had a similar defect which is why they both went out the way they did. If that does not point a finger to the quality of these remanufactured turbos, nothing else will. They are hiding behind defective products and blaming it on a non-existent cause. I am within my rights to demand a full REFUND for both turbos but at this juncture, I will accept a REFUND for one turbo.

  Sincerely,
  
  Mpho Mapoulo

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February I purchased a gasket kit from Dales Super store. The gasket kit I bought was from the Brand "Freedom Injection" With the part number: HS54580c (when googled this part number belongs to a high quality kit made my "*****"), and disclaimer it "meets or exceeds OE spec." What I received was completely deferent from what I ordered, and what I paid for. What I received was a gasket kit from ************* with a part number: HSU262693. Then I called **** super story and they said that my order was correct, and I received to the correct part. The "Freedom Injection" is their brand. I told them I did NOT received a freedom injection part or a matching part number. They have received my return and have refund to give me a refund. When contacting then about this issue ***** identified himself as the owner and said who are you going to call God? I now have a case open with ****************** of *********** and ******** Services. CASE #****-11170 DALE'S SUPER STORE

  Business Response

  Date: 06/05/2024

  ******************** purchased a Freedom Injection gasket kit, as stated. Freedom Injection is our brand, and *********** is our supplier and manufacturer partner. All items listed in the image and the description were included in the order. The issue arose because ******************** expected a ***** kit, as he had bought ***** parts and Freedom parts from us in the same order.He demanded we send him ***** parts instead. The part number is a cross-reference number and he refuses to accept this fact.

  We offered to exchange the kit and charge the additional cost, but he became angry and threatened us with bad reviews and legal action,and refused any resolution we proposed. Our terms and conditions, which he accepted,state that we do not cover return shipping for correctly described items.

  We received a partial return from the customer and reached out to confirm if he wanted a partial refund. We aim to assist the customer,but his threats and unwillingness to cooperate make it challenging. The partial refund has been issued to the customer for the ********************** he returned. Please let us know if further assistance is needed.

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sent this company a diesel injection pump to rebuild, got part back from company after havingg communication issues and telling them i was lieingg to them when i have texts from them that prove they are wrong about dates.injection pump had missing pieces and also parts that looked like it had been dropped/hit with hammer. installed part and engine after finding /fixing parts to complete part, the engine had ran worse than when i sent company the part. called company to see if i could get my money back and company would not and said i had to file a warranty form. which is 2 years, i filed a form and 4 weeks went by and have heard nothing back. called company and they said i never filled one out. i took part to another reputable diesel shop, D&K Diesel out of ********** ****. they showed all the ***************** that had been screwed up internally on the injection pump. they had also modified parts and drilled stuff out that should not have been tamped with, parts installed wrong even. other parts in injection pump were not replaced that should have been as well. dales super store would also not accept my calls or anything, but finally after trying for a couple days i got ahold of someone. i can et pictures of parts if needed.

  Business Response

  Date: 03/28/2024

  I hope this message finds you well. We acknowledge your recent conversation with our team regarding your pump's warranty claim.

  Upon review, it appears that the email containing the *** instructions, sent promptly on 3/5/24, may not have reached you. We apologize for any inconvenience caused by this oversight.
  
  During our discussion, it came to our attention that the pump was disassembled for inspection and rebuilding without our supplier's approval. To proceed, could you please provide us with pictures of the pump's current condition? Once received, we will forward them to our supplier for review.
  
  Given the circumstances, with the item still in your possession and disassembled, there may be limitations to what we can do, until we receive the requested information