ComplaintsforCummins Sales and Service

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Shop told us diagnose week of 5/22, repair week of 5/29. 5/26, called heard nothing all week, nothing done, take a look next week. 5/30 called nothing done and no return call. 6/8 called - nothing and no status call. I was told a supervisor would call me back. 6/9 called no return call. 6/14 I called and finally received a call back from ***** who told me they found a problem, call back with estimate ~$4900. I gave her the go ahead to repair. They would be getting the parts, completed by 6/21. Husband flying down on 6/23 to pick up. 6/23 at ~11:30am ***** called me waiting for a part may be Monday for completion. Husband just landed, never were contacted about this issue. They then manufactured another clamp to work and get him on his way. 4/29/24 - we had our mechanic in ** go to install a new v-clamp to replace one mentioned above only to find out the exhaust pipe was rotted through from roughly 12 o'clock to about 6 o'clock. Our mechanics opinion this should have been replaced along with the original work. It is of our mechanic's opinion and myself, Cummins repair shop was attempting to cover up the bad pipe with a clamp, just to get us out of there. Now, we have to pay the additional costs of a mechanic's labor as well as the parts to fix this.PROBLEMS:1. Very little contact on progress/status 2.RV for 5 weeks told possibly 2 maybe 3 weeks 3.Estimate was quoted at $4964.58, actual $6911.12 without any contact until pick up.4. If they could manufacture a clamp at 4:30pm why could this have not been sooner 5. In checking with other shops - this was rather high pricing for the work done.SOLUTIONS:1. Discuss with personnel to PLEASE keep in touch with customers as we (customers) would like to be kept in the loop of what is going on - good or bad news.2. Reimbursement of the $2000 overage never contacted about as well as an additional $1500 for work that should have been done at the time it was in the Cummins shop - either credited to card or check mailed.

  Customer response

  05/13/2024

  I am including images of the deterioration at the pipe flnge which we believe was trying to be covered up with 'remanufactured' clamp. This is the pipe that should have been replaced before leaving shop. We were never told about this and could have caused much trouble including power loss. 

  We are waiting for reply from business after 2 weeks since complaint filed. Thank you. 

  Business response

  05/15/2024

  Thank you for bringing this customers concerns to our attention. We will work directly with the customer to resolve this situation.

  Customer response

  06/07/2024

  This issue has been satisfactorily resolved. Thank you!

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