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Caterpillar complaints

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5205 North O'Connor Blvd., Suite. 100
Irving, TX 75039 | Get Directions

(309) 675-1000

http://www.caterpillar.com

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Total Amount in Dispute:
$668.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Caterpillar closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Caterpillar

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5/8/2024

RESPONSE: Complaint was not answered Amount in Dispute: $668.47 Amount Settled: $0.00

Customer Complaint

4/12/2024

My Cat S62 Pro was replaced last year (July 2023, Case 01397438) with a new phone due to malfunction. The new phone is now also giving issues when playing sound on speaker mode. The speaker is inaudible and very scratchy. I first attempted to report the issue to Cat Phone Support via email, message board on website and telephone on 02/20/2024. None of these avenues worked since, I later found out that the third party company (Bullitt Group) that managed Cat Phone Support, went under administration and no longer exists, so emails get sent back as "undeliverable" and the telephone number from the website just goes to voicemail. I then started contacting Caterpillar directly via email and telephone, where I logged all the info and records of attempted contact etc. The automated reply I received gave me a Tracking number: 02407734. I've since emailed multiple times (always linking the tracking number) and called Caterpillar's directory numerous times. I have not had any response from Caterpillar whatsoever, and every time I call the directory, the agent can not assist me and simply escalates the issue - to which I have not had one response or feedback. I even went so far as to log a complaint with Caterpillars external/third party called, EthicsPoint, which deals with any issues regarding unethical or illegal activities at Caterpillar. This report (key: 213503397401) was logged on 03/18/2024. I have not had any feedback to this either - except for an automated response. Resolution Sought The warranty on my current pone expires in June 2024. I want my phone fixed or replaced before then! ASAP.

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