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Malone Diesel Service complaints

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3040 West Highway 290
Dripping Springs, TX 78620-3409 | Get Directions

(512) 858-2132

http://www.malonediesel.com

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Total Amount in Dispute:
$6,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

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 complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Malone Diesel Service 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
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Malone Diesel Service

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5/22/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $6,000.00 Amount Settled: $0.00

Customer Complaint

5/13/2022

Malone Deisel installed a remanufactured transmission for my 96 dodge deisel 2500. During the installation a coolant hose was not fully connected and properly seated. Over time this hose loosened and started leaking. 5-10-2022 while driving back from Willow City Texas I had a major transmission leak, loss of fluid and overheating of the unit. This remanufactured Jasper transmission was installed 6 weeks prior. Due to loss of lubricant and over heating it is impossible to know what the remaining life on the transmission is and weather the warranty would be honored. If Jasper transmission determines heat damage they may not cover. Resolution Sought I would like a full refund for faulty installation or a replacement unit installed at no cost with rental vehicle covered. A 3 year 100,000 mile warranty including shop rate labor would also be acceptable.

Company Response

5/16/2022

When Mr. Klein called about this issue last week he explained that his transmission had suddenly lost a lot of fluid and was not shifting. I gave him the numbers for Drippin Towing and Oakhill Towing. I told him both services would bill the shop until we determined what the issue was so that he was not out any up front expenses. He asked if he would have to pay for the tow bill. I told him that we would have to determine what went wrong and I could not give him any answers until we looked at the truck. Mr. Klein took the 2 phone numbers and I assumed he was having the truck brought here. He called me on 5/11/2022 informing me that he had taken it to another shop and that they had determined a line was left loose. He wanted to know if we should replace the transmission again given the fact that it had gotten very hot. I explained that we might have a problem at this point because, now that another shop had done something to the transmission, there would be no positive way to know what had really happened. Mr. Klein said that the shop he took it to had already told him a line was loose and that should be good enough. I explained that I felt like there was no way our technician left a line loose because there would have been a leak instantly and it certainly would not have taken the 1,125 miles that were put on the truck since our repair was made. According to the conversation with Mr. Klein the truck is running fine. The warranty for the transmission is 3 years unlimited mileage.

Customer Rebuttal

5/17/2022

I was told It was almost definitely not the transmission so opted to use a shop close to home, less out of pocket and more convenient. I have provided Malone with a copy of this invoice. There is a charge for 6 quarts fluid and labor. No parts were repaired or replaced there would have been a charge. The improperly seated line and 2 engine codes were noted and cleared. I have not asked for reimbursement for this or the tow. Jasper does assessment of returned transmissions and will deny coverage for heat damage. If Malone Diesel is offering a shop provided 3 year unlimited mileage nation wide warranty this is better than what the manufacturer , Jasper, provided which was for 100k, and would be acceptable.

Company Final Response

5/18/2022

I stand corrected. The Jasper warranty is a 3 year 100k warranty. The warranty still stands. Malone Diesel does not offer a nationwide warranty. Customers are required to bring vehicle to Malone Diesel for warranty work.

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