This is why you have a D rating from the BBB. You continue to deflect from issues caused by your products rather than just fixing the problems caused by your products.
So in the first paragraph of your response you clearly state the actuator failed and it was misdiagnosed. First of all it was not misdiagnosed, I was completely straightforward with what was diagnosed, stating it was the VGT WITH IN the turbo. The actuator is WITH IN AND SOLD AS ONE UNIT WHEN BUYING THE TURBO FROM YOUR COMPANY. The part failed causing the entire unit to fail, causing my truck to completely fail while driving on the freeway. My truck was immediately put into "limp mode" reducing my to 15mph on the freeway. This happened 70 miles north of Salt Lake City UT, so approximately 400 miles from home. Your product failed, splitting hairs saying it was an actuator with in the turbo gets you no where. You sold the product as a whole and failed to back your product.
In your second paragraph again you start with the deflecting from the truth. I said it was a 2,000 mile trip. Your product failed approximately 400 miles away, which again I was very clear with in my emails. Your NEVER offered to ship the part to the mechanic for a quick fix. You only stated with in the emails that the complete turbo had to be shipped to you at my cost, diagnosed by you, fixed by you, then shipped back to be reinstalled. I explained to you several times that the mechanic was not willing to store my truck for this long process. You were fully aware of this.
In your third paragraph you stated the turbo was out of warranty, weird because when the email chain first started you stated very clearly that the turbo was well with in the warranty. Thus is a direct quote from the first email sent from Paul. " If it was purchased November of 2024 that is still in our 1 year warranty". Then on June 13th after me finding and sending you my order #, Paul is quoted saying this. " Since you are well within our one year warranty please send the turbo back to us and let us take it apart to find out why it failed".
In your last paragraph you stated I fully understood and acknowledged this. I never accepted any of this process. Yes I called but it was to try to resolve this horrific situation before it had to come to this.
Bottom line is after spending approximately $2,600 on your product and took it out to be used as it was designed to be used, IT FAILED. Then when I tried to resolve this, very respectfully I might add with the emails to prove this, you ( Chase and Paul ) did not care to properly resolve situation. Even after several times through emails me explaining the situation and explaining I can not just store my daily driver truck 400 miles away at a mechanic shop for months. In the end because of the failure of your product this ordeal ended up costing me close to $10,000. I NEVER ONCE asked for this back I only asked for a straight refund for the turbo and the turbo only...$2,600 approximately. Furthermore, if this was such a horrendous misdiagnosis, why not at any time did a representative from your company, contact the mechanic, to which on June 12th...I provided all of the contact info, including mechanics name? The mechanic was fully willing to talk to a representative from your company to exponentially speed up this process. But no one from your company was willing to cooperate, instead...I as the customer was forced to play middle man for three weeks
To the BBB...I have the email chain to back up everything I claim...I am happy to provide them to you. read more