Cummins Sales and Service

Gerald Ayers _{on Google}

Aug 20th, 2023

Poor customer service and follow-up. I have waited to wright this review in hopes that my response to the internal customer satisfaction survey would spur some sort of action; however, to date still nothing regarding my issues with their service or lack of attention to detail. The following is a synopsis of the issues, so approach your interaction with them carefully.
I was referred to Cummings in Boise, to repair my 1999 Newmar Dutch Stars propane generator. I called and made an appointment for 7/19/23 at 9:30 am. During the initial contact Lisa advised there would be a minimum charge of 2 hours @ $188 per hour to evaluate the problem and provide an estimate. I had driven two hours with an expectation of having an estimate the same day. During the day I called to check status several times but was told they hadn't gotten to it. Around 4:30 pm I decided to make the two hour drive home without any information on when the estimate would be available. It took basically two days to get the estimate and was provided via email in the afternoon on 7/20/23 without any notification and I did not see it until approximately 4:00 pm. At this time I immediately responded with a couple of questions, as was indicated per the estimate. I did not hear anything for a couple of days and called to leave a message for the supervisor Casey Wees whom had sent the email. There was no indication that he was out of the office.
On 7/26/23 I called again since not having any response and learned that Casey was out of the office until 7/27/23. I was helped by one of Caseys coworkers who researched with the technician and told me virtually the same as the estimate that they were suggesting a level 3 maintenance since they had not been able to identify any specific issues and it was the only place to start. I advised them to put it back together and Id bring it home and decide later what to do as the estimate to do the level 3 maintenance with no confidence it would fix the issues seemed too high.
After returning home I was able to find a local technician with over 35 years of experience who would look at it for me. Within 15 minutes he had narrowed the issue down to the regulator, and suggested rebuilding it or replacing to take care of it. While making sure it was the right response he found that there was no power feeding from the generator to the motor coach and began investigating possible causes. First step was to review breakers and found them all in good working order. Then went to the shore power terminal and found the generator power leads were all disconnected and dangerously just left open, see picture below. He reconnected the leads based on the wiring diagram and returned power to the coach. This could have been extremely dangerous as there was 240 volts of live current exposed that could have caused a fire or worse yet hurt or killed someone.
Not only did they provide unsatisfactory customer service, they virtually put my coach and family at risk. Choose wisely if considering Cummins for your repair needs.

Ekaphop Maikham _{on Google}

Jul 17th, 2023

Best in the business

Yevgeniy Dorozhin _{on Google}

May 22nd, 2022

Great helpful counter salesman

Tony Davidson _{on Google}

Oct 14th, 2022

Stopped by the Rocky Mountain Cummins location in Boise to ask a few questions about an Onan generator in a diesel pusher coach and to see if I could schedule an appointment to have it worked on. There was nobody at the front counter so I asked a person at the parts counter if I could speak with someone. He told me that there was no one I could talk to and directed me to the online appointment scheduler. Seemed super disinterested and did nothing to help me other than to direct me to their website.
This was after attempting to contact someone on the telephone multiple times. No answer and no calls back so I stopped by there in person and didn't get much better results. They don't seem at all interested in my business. Worst customer service I have ever experienced.