ProFormance Power Train Products ProFormance not providing customer service or honoring warranty Springfield Missouri

Since the last set of postings concerning the engine in this customer's van, PROFormance has gathered some more information and made a very generous offer. The Aamco holding her engine refuses to release it so we have offered not only to process labor on the unit that did not fail for a manufacturer's defect, rather it failed for an opertaions problem with in the vehicle. The EGR was never replaced ( engine was installed at some where over 215,000 miles). When an EGR does not operate properly it will cause detonation which is exactly what the first unit failed for. Secondly we have offered that when we do get the "hostage" unit back we will pay labor on that unit regardless of the cause of failure.

As of Thursday when I left at 5:30 the offer hadn't been accepted. I was in the hospital Friday so I could not go in. I did call and asked one of my team members to check my voice mails and emails and there had not been a response as of Friday at close of business

PROFormance Powertrain (PPT) has honored the warranty in question. In fact we have provided more coverage than our warranty offers. PPT sells remanufactured engines and we go out of our way to help our installers and vehicle owners avoid a non warrantable failure. I have written installation instructions and suggestions so that the engine is sucessfully installed and will operate correctly for the lifetime of the vehicle. Our engines are a longblock which means that a number of components from the old engine must be attached to the new engine. We provide a comprehensive checklist of what parts must be replaced new and what parts must be evaluated and may be reused. An engine can not operate correctly if the intake system or the exhaust system does not work.

In this particular case PPT provided a replacement unit before we had the failed unit back to determine the cause of failure. When the second unit failed we even sent a replacement then before we had the failed engines back. That is over $3500 worth of product shipped before we even knew that cause of failure. So there is clearly no intent to defraud anyone here.

When we received the failed units back we did a failure analysis. We determined that the units failed for an operations problem with the vehicle. Any warranty company that provides coverage for the mechanical components of a vehicle will require that the vehicle owner keep the original installation ticket and the maintenance records for the vehicle. That is very basic information required for any warranty to be processed. The vehicle owner disagreed with the findings of the failure analysis. I began the review process and asked for the original installation work order and the maintenance records. My requests for basic information were refused the first time and the second request was met with anger, sarcasm, and accusations. I can assure you that there is no document shredder in my office and had I received the information in question I would have used it as a basis for a review of the claim. As of 9-27-07 at 5:45 CST, I have not received the original installation work order or the vehicle maintenance records that i have requested. Please fax the information to 417-866-0437 and I will be happy to initiate the review process