Modern Automotive Performance

We have been in contact with this customer within the past couple weeks He states in December of he "I immediately called MAP" but we have no record of this whatsoever and we would not have told him his turbo is out of warranty at this time He has no record of receiving an RMA# from us which is our process, no matter if the turbo was in warranty or not we always offer to bring it here to determine the issue It is not months later from when he says he contacted us which we have no record of and he feels we should honor a warranty that has been expired for months We've offered him alternatives at discounted pricing to help him out but he continues to push us to rectify his expired warranty without any evidence that he contact us in December of We did not change our story at any time the fact is this customer never contacted us until recently If he had called in December or February and nothing was resolved why would he wait 6-months to make contact again, that just does not make sense and is why this complaint is invalid.Also the turbo was not ordered directly from this customer he ordered through a wholesale distributor of ours Wasatch Turbo Factory, we also have no record from them of a warranty claim until recently The year warranty expired 02/02/and it is now 08/17/

Hi ***,I'm sorry to hear this and honestly embarrassed how this was handled by my team, I take full responsibility here and will address the issues that not only caused this to happen in the first place but the fact that this is how you felt after your interaction with my Customer Service ManagerI will get you refunded the shipping cost now so that your payment for the order is refunded in full! I understand the frustration and inconvenience this caused you here but I hope that you are willing to give us another shot to show you we really care about our customers and want to make changes to help for the future so stuff like this does not happen and customer's are handled accordinglyTo help you out on your next order if you do choose to give us another chance I'm going to issue a $gift card to help discount your next orderThanks,Bill [redacted] / VP of Operations###-###-####/ [email protected] Automotive Performance Office: ###-###-#### / Fax: ###-###-#### [redacted] y Ave S Cottage Grove MN 55016http://www.maperformance.com/

This customer has been refunded in full and we have spoken with him since and he had promised to close this complaint as we had agreed on terms Unfortunately the $requested can not be refunded and as we explained to him over the phone our listing clearly showed that the item he purchased would not fit his vehicle

I am rejecting this response because:I wasn’t able to attach all the documents on my last response because of the attachment limit but I am nowThe first attachments shows that MAP never offered Tj to take a look at the turbo (which they claim they do regardless if its under warranty or not) and the second attachment shows the response of Aaron *** also proving he didn’t tell me the correct warranty expiration dateIn response to MAP, I did call back in January and I was told my warranty was upFrom the previous attachments, it shows that I did in fact try to find a resolution back in January when the turbo was still under warrantyI’m not sure why MAP keeps bringing up the fact that I didn’t place the orderRegardless of the fact of who placed the order, I was the one who payed for the turbo therefore I am the owner of the turboI shouldn’t have to deal with this situation through the wholesaler (Tj)He wasn’t the one who manufactured the turbo, MAP didSo trying to take this matter up with Wasatch turbo factory make no senseAlso MAP keeps insisting that I am now recently trying to get a warranty for the turbo but I’ve been trying to since January (as you can see from the previous attachments)In conclusion, I paid $for a turbo that had a one year warranty, but MAP’s turbo failed twice* during the one year warranty period and there’s evidence to back that upIf MAP wants to rebuilt their defective turbo at their own expense, I’d accept that offer (which is what I originally wanted back in January) but only if they can guarantee that their rebuilt turbo will last past a yearIf not then I would hope to get a refund for their defective turbo

*** *** did not purchase this turbo directly from Modern Automotive Performance as he states many times in his complaint, the turbo in question was purchased from Wasatch Turbo Factory, LLC 12/19/ I am including a Sales Order showing this purchase plus the applicable shipping documents showing when it was shipped(1/27/2015), it was shipped via 2-Day on UPS Tracking# *** & ***, UPS no longer shows the delivery confirmation because of the timeframe However shipping on 1/27/via 2-Day the shipment would arrive 1/29/give or take a few days the warranty is valid from that date or even 2/2/until 2/2/ The date today is 8/22/and we were just contacted by *** *** within the past 2-weeks with his issue and again *** *** did not purchase the turbo directly from Modern Automotive Performance Attached is communication from Wasatch Turbo Factory, LLC on 2/5/where my Sales Manager informed them the turbo is out of warranty and his recommendation on where to send the turbo to have it tested and that the customer should reach out to us directly We recommend that the customer send the turbo to G-Pop Shop as was recommended to him to have it looked at and determine if the turbo even has an issue that we would have warrantiedAt this time we can not confirm the turbo has a warranty issue that we would have even covered had the turbo even been in warranty and without that information we can't make any determination on whether we should proceed to help outThere are hundreds if not thousands of issues we have dealt with not only warranty issues but issues that were not warrantied, not all turbos were warrantied by us as there are too many factors involvedWe need confirmation what the issue with the turbo is and what it would cost to fix and then we can proceed with a resolution.As it clearly shows in *** ***'s attachments Wasatch Turbo Factory, LLC clearly provided the exact information we provided them to him stating the turbo is out of warranty and how to proceed, he did not chose to do anything until August of I'm sorry but months added to the timeframe of an item that is already out of warranty does not make us liable to warranty the item I suggest that the customer take his complaint up with Wasatch Turbo Factory, LLC if they did not communicate soon enough to us that the turbo had an issue If the customer had contacted us in February of we would be more inclined to do something but again it is months later No company would honor a warranty that expired months prior, they may give some leway and we may have as well but not months after expiration.Again I suggest *** *** contact G-Pop Shop, Phone# ###-###-####, as was recommended to him multiple times now Get the turbo to them and have them diagnosis and then forward us their findings and I'm positive we can come up with a resolution at a middle ground which we are amicable to if it is discovered the turbo has an issue that would have been warrantied at the time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

We have been in contact with this customer within the past couple weeks.  He states in December of 2015 he "I immediately called MAP" but we have no record of this whatsoever and we would not have told him his turbo is out of warranty at this time.  He has no record of receiving an RMA#...

from us which is our process, no matter if the turbo was in warranty or not we always offer to bring it here to determine the issue.  It is not 9 months later from when he says he contacted us which we have no record of and he feels we should honor a warranty that has been expired for 9 months.  We've offered him alternatives at discounted pricing to help him out but he continues to push us to rectify his expired warranty without any evidence that he contact us in December of 2015.  We did not change our story at any time the fact is this customer never contacted us until recently.  If he had called in December or February and nothing was resolved why would he wait 6-9 months to make contact again, that just does not make sense and is why this complaint is invalid.Also the turbo was not ordered directly from this customer he ordered through a wholesale distributor of ours Wasatch Turbo Factory, we also have no record from them of a warranty claim until recently.  The 1 year warranty expired 02/02/2016 and it is now 08/17/2016.

This customer has been refunded in full and we have spoken with him since and he had promised to close this complaint as we had agreed on terms.  Unfortunately the $28 requested can not be refunded and as we explained to him over the phone our listing clearly showed that the item he purchased...

would not fit his vehicle.

Hi [redacted],I'm sorry to hear this and honestly embarrassed how this was handled by my team, I take full responsibility here and will address the issues that not only caused this to happen in the first place but the fact that this is how you felt after your interaction with my Customer Service...

Manager. I will get you refunded the shipping cost now so that your payment for the order is refunded in full! I understand the frustration and inconvenience this caused you here but I hope that you are willing to give us another shot to show you we really care about our customers and want to make changes to help for the future so stuff like this does not happen and customer's are handled accordingly. To help you out on your next order if you do choose to give us another chance I'm going to issue a $20 gift card to help discount your next order. Thanks,Bill [redacted] / VP of Operations###-###-####/ [email protected] Automotive Performance Office: ###-###-#### / Fax: ###-###-####[redacted]y Ave S Cottage Grove MN 55016http://www.maperformance.com/