Pro Engines LLC

Initial Business Response /* (1000, 5, 2016/07/11) */
Pro Engines, LLC prides itself on providing customer service that sets the gold standard for the automotive engine rebuilding industry and the extra-mile service provided to Mr*** is no exception to that standardWe appreciate each and
every one of our customers and repeatedly astonish them with our high level of service and attention, often to rave reviews; even Mr*** stated in an e-mail correspondence dated 06/05/"You guys are awesome, thank you for the ninquick follow up."
First thing is first - Mr*** opened a complaint stating that he had not received a refund for his returned core engine but the truth of the matter is that as of today, 07/11/Pro Engines, LLC has not even received a core engine back at our facility for Mr*** so no refund would even be due at all
Second, Mr*** placed his order with us on 05/23/and had the rules bent for him from the start beginning with a once-per-year sale that was extended for Mr*** which saved him $This is a sale generally only offered once per year which Mr*** missed but had extended for him as an exception to ensure great customer service and a positive customer experience
Lastly, at no point was any of our correspondence with Mr*** anything other than professionalMr***'s claims of non-response or outrageously long response times are utterly falseMr*** always received timely responses via phone as well as e-mail, all of which occurred within hours and some of which occurred within minutesDespite being lied about, having our employees personally insulted, and then being given pointers on courses we should take to learn how to run our business we always stuck to the facts and attempted to explain and help Mr*** with any questions presented in a clear, concise, professional manner
The very first correspondence we received from Mr*** indicating that he was ready to return his core engine came in via e-mail on 06/20/and we attempted contact with Mr*** on 06/20/at 10:41am by calling (XXX) XXX-XXXX, a call which went unansweredI will make clear that the reason we attempted contact by phone is a two-fold reason - the first part of the reason being that Mr*** specifically included his phone number in the e-mail asking about setting up the core return, and secondly, we prefer phone contact because we feel that communication is much more personalized and customers have the opportunity to ask us any questions that pop into their head either about the core shipping or about the engine, installation, or breprocess as they think of it
That being said, we attempted contact again that day by calling Mr*** again at (XXX) XXX-XXXX at 3:51pm, a call which also went unansweredWe attempted Mr*** on the same number one final time on 06/21/at 11:08am and when that call also went unanswered at 11:29am we called Mr***'s mechanic, *** Automotive at (XXX) XXX-XXXX; that call also went unansweredWe then sent Mr*** an e-mail on 06/21/at 11:43am indicating that we had tried to reach both him and his mechanic by phone but had been unable to do so and asked him when he'd like his core return to be scheduled forMr*** replied back at 11:51am requesting that we contact his mechanic and to give a couple more tries to reach them by phone
This was the second rule that we broke for Mr*** because it is not the responsibility of Pro Engines, LLC to coordinate, schedule, or work with the customer's mechanic for core returns, but we did anyway, without saying a wordWe made contact with *** *** on 06/21/at 12:22pm to inquire when the core should be picked up and they informed us that they were not open on Wednesdays so the core should be picked up on Thursday 06/23/We informed *** *** at that time that the freight carrier had re-billed an additional amount for the original engine delivery because they were unable to make delivery when they arrived*** *** informed us the carrier was in fact sent away when they attempted delivery because they were "away dealing with a bank issue" and not there when the carrier arrivedThey informed us at that time the driver was sent to a nearby pawn shop to deliver the engine thereWe advised *** Automotive that the carrier re-bills additional amount that are substantially higher whenever re-delivery or additional services are requested and especially when it is requested as a spur-of-the-moment aservice and not requested on the original Bill of Lading (BOL)We sent a folle-mail 06/21/at 12:58pm with a BOL attached to both *** *** as well as Mr*** confirming the core engine was scheduled to be picked up on 06/23/
The remainder of the story can be viewed via e-mail because all further correspondence from 06/21/forward took place via e-mail between Pro Engines LLC and Mr***
We have been in touch with ***, which is the pickup and delivery freight carrier, and they have informed us that *** Automotive had their driver deliver to *** in Thornton, CO for the original engine delivery attempt and also informed us that a liftgate was required to complete delivery since the pawn shop was not equipped to receive an engineThey also informed us that their driver was turned away when he attempted pickup of the core engine as well and asked to come back with a liftgate since *** *** didn't think that their hoist would lift high enough to load the engine onto the truckWe are currently awaiting a final invoice to determine costs involved which will determine the amount of the bill assessed to Mr***
Mr*** chose *** *** to be his mechanic and to act as his liaison in receiving and shipping the aforementioned engine(s) - Pro Engines, LLC had absolutely no part in making that decisionAs Mr*** was informed, the issue with additional freight charges and subsequent deductions lies solely between Mr*** and *** *** because Pro Engines LLC has no control and no responsibility to oversee loading and unloading of the engine at the customer's mechanic shop some 1,miles awayThe freight carrier came out on 06/23/to attempt core pickup and both *** *** as well as Mr*** had every opportunity to contact us between 06/23/and 07/05/(which is the day the core engine was picked up) to let us know they were having a problem with the carrier or even to let us know they felt the carrier's driver was rude (which we would have been happy to intervene and address)
In fact, we received an e-mail from Mr*** 06/28/at 9:27pm inquiring about the core refund and replied to him on 06/29/at 7:46am informing him the shipping company showed a pickup exception and we asked him to contact his mechanic, *** *** to sort out what was going onWe never received a reply from him in regards to what was happening nor did we hear anything from his mechanicThe next correspondence we received from him was on 07/08/asking about the refund againAs of today we still have not received the engine back at our facility but we do expect it to arrive tomorrow or Wednesday
Mr*** signed a contract agreeing to pay any additional shipping fees assessed by the freight carrier and also agreed to the terms and conditions of the Warranty Declaration, which outlines in detail all of the responsibilities as well as the procedures for returning a core engine so there is no "crucial information" that has been left out as Mr*** claimsFurthermore, Mr*** is not a "victim" of any form of harassmentOnce we receive the core engine back at our facility it will be checked in and we will request invoicing from *** so that we can generate a bill for additional shipping services dueIf there is a balance due between the amount of the core refund once it is checked in and shipping charges are deducted, then a credit will be issued to Mr***If there is a bill due then Mr*** will be presented with an invoice for additional monies dueWhile we have repeatedly thanked Mr*** for his business and tried to provide him with the utmost service it seems his expectations are not reasonable to meetThat being said, there will be no further policy exceptions for Mr*** - he has received more than his fair share of exceptions to the rules and we will be sticking directly to company policy and legal contractual agreements from this point forward so that all of our customers can continue to receive fair pricing and fair treatment
If you would like to take a look at a full e-mail correspondence transcript and/or the aforementioned signed contractual agreement, please let us know a fax number that we could send those over to and we will be happy to provide those upon request since it is not letting us attach those here
Thanks