Complaints

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• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We (Diesel Pickup Pros) installed a Choate Performance Engine in a customer vehicle. The engine failed in spite of routine maintenance being performed. The engine was within the warranty time period. We did as Choate requested and shipped the engine to them. They determined that the maintenance was not performed regularly enough based on the hours the engine was used not the mileage. They determined that the customer would have to pay to have the engine remanufactured. The customer did so. Even though there is not an hourly maintenance interval stated in the warranty requirements. After the engine was received and reinstalled we began the break-in procedure requested by Choate. At this point we found that the oil pan was damaged. Repair for this is 12 hours. The oil pan was undamaged when we sent the motor to Choate. Choate is refusing to pay labor to change the oil pan. Just as they refused to pay for repairs to the engine that was still well in the warranty period. It is in our opinion that Choate does not stand behind their warranty in any form. First refusing to repair a warrantied motor and then refusing to take responsibility for a damaged oil pan. When contacted Choate's representative claims that all decisions run through Chaz. Chaz is nearly impossible to reach. He never returns calls. In the rare instance he makes it onto the call he puts the decision off saying he has to look into the claim. And then doesn't bother to reach back out. He has his intermediary call. This way he can avoid a discussion when his solution is not acceptable.

  Business Response

  Date: 10/11/2023

  After receiving the customer's engine we conducted a thorough inspection on the customer's engine to identify the root cause of concern. We communicated our findings to the customer and went a step further to provide video documentation for complete transparency.
  
  At CHOATE Engineering Performance, we recognize the significance of warranty concerns and the need for a meticulous approach to address them. We place great emphasis on not only paying close attention to such matters but also on providing our customers with a clear understanding of our decision-making process. Based on the video evidence, it is evident that poor maintenance practices, which are inconsistent with those specified in the owner's manual, are the root cause of the engine failure. We communicated this information to the customer and provided them with an opportunity to consider our findings. Upon review, the customer approved the necessary actions to address the engine issues.
  
  Prior to shipping the engine, we conducted a series of tests to assess its quality. These tests included checks for leaks, compression, and sealing, among others, to ensure that the engine was in good condition before it was shipped to the customer. Unfortunately, the engine sustained some damage during shipping, but this went unnoticed by the shop until it was installed. As per our warranty agreement, we cannot be held responsible for any damages that are beyond our control. We strongly encourage our customers to inspect shipped products thoroughly for any damages before signing the bill of lading from the shipper. This helps to ensure that any damages that *** have occurred during shipping are identified and addressed promptly. Once the shipped product has been accepted and signed for, there is usually little to no recourse that can be had. Therefore, it is crucial to inspect the product for any damages before accepting it to avoid any issues that *** arise later. The shop called us to explain the situation and provided us with videos that documented the problem. Initially, we adhered to our protocol as per our warranty and shipping terms although we never received their warranty registration. Despite our initial protocol, we assured the customer that we would review the case in hopes of finding a satisfactory resolution that would benefit all parties involved.
  
  **** spoke with the shop and conveyed this information to them. However, since he was out of town, he reviewed the case and subsequently passed on the information to a customer representative who then informed the shop. After carefully examining the estimated installation time of 12 hours, we have determined that our warranty pay rate of 50 dollars an hour would result in a total cost of 600 dollars. We offered to allow fifty percent of the estimated installation time cost, even though we clearly are not responsible for the damages. The shop in return denied our offer and responded to the BBB.

   

  Please review the video of this engine at: *******************************************