Turbo Lab of America

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response received from *** and the company, herein referred to as them is simply a copy and paste of his previous response to the Commonwealth of Virginia Attorney General's OfficeI rejected that response and replied as follows:
My initial complaint still standsTurbo Lab of America and *** advised that the turbo was covered by a lifetime warrantyThey cannot suddenly decide to limit the terms of his warranty when the warranty was initially global and without any termsIf there is something that is not understood, please let me know and I will certainly be able to clarify this
I can prove that *** and Turbo Lab of America, herein referred to as "they", advised in writing that the Turbo is covered under a LIFETIME WARRANTY and without any stated exclusionsAny newly stated exclusions are simply a convenience to their wallet
An additional question....*** wants to send me back part of my old turbo when he advises that I will never be able to use it? What would the point in that be besides a further benefit to their wallets?
They assert that they will "resolve" the issue no matter what it costs them, but my turbo remains crackedThey assert that their warranty only covers functionality, yet they have advised in writing that they are confused as to whether or not my turbo is even functional causing injury to their claim that my turbo's issue is strictly cosmeticEven if it were cosmetic, NO TERMS ADDITIONAL TO THEIR WARRANTY WERE EVER INITIALLY STATED and I can prove it to the extent of any conflict
Thank you,
***

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While a replacement part was sent, I DENY that the reason it needed to be sent was anything other than a part that was owed to me pursuant to the warranty provided to me in writingI will always DENY this, because it is trueThe part sent was not a gift, but rather as a fulfillment of the warranty. If the part fails again, I will pursue this business and/or business again administratively or legallyIt is and always will be as simple as that
Regards,
*** ** ***

I contacted Ian of turbo lab of America over the phone about upgrading my turbos for my Mitsubishi 3000gt in late December 2017. He seemed very knowledgeable and said it would take two weeks so I sent them to him and since then have only gotten two or three short replies that he has not started working on them yet. It has now been almost five months and I can't get a hold of him... I've tried calling but just goes to voicemail which is full and he doesn't respond to numerous emails and text messages... I've sent 16 messages and no response. I just want my turbos back so I can get them upgraded by someone else.

Hello,
My name is [redacted], I have been having a hard time getting through to you on the phone.  I also have already explained the whole case with the dispute resolution and investigation unit. Here was my final statement over the situation.  Im also uploading the pictures.
" Im uploading...

2 pictures. 1 of the customers turbine housing, which I received cracked and I still have not machined. Originally offered to trade the housing for a mutual benefit. Because the customer's housing can be machined for the 58.8mm turbine. I traded the customers a new turbine housing, which did not cost the customer any additional money than I original quoted my customer. 
The 1st picture is of the customers turbine housing which I traded my customer. The 2nd picture is the customers housing which I took in trade.
Here are the reason why this is not covered under warranty:
1) The customer did not purchase this housing, it was a mutual benefit by trade, which now Im willing to trade back if it will make the customer happy.
2) This case falls under miss use of the turbocharger explained here: http://[redacted]
3) This case falls under a situation in which there is no performance effect to the turbo charger.
4) This case falls under a circumstance which is out of my control
If you would like proof that I did not charge the customer an additional amount of money, I request that the customer present all of the written messages.  Please understand that some of the communication was over the phone during this transaction in 2012. Im not sure what all is written, however If the customer did pay for the housing, his total including the housing would have been $380, because I sell these turbine housings for $100.
The only other cost factor that would have been in this build, is if this customers turbo needed a turbine shaft. So, it is likely that I quoted the customer 240 if the turbocharger did not need a turbine shaft and 280 if the turbo needed a turbine shaft. "

I ended up giving the customer a new housing, even though this housing was not covered under our warranty policy, because it was out of our control. I gave him a new housing for free, the first housing I traded him, so we got that one for free also. The customer hired a lawyer to proceed in a law suit, over the part that I got for free, so I just let him have his way and get a 2nd product for free, even though it doesnt fall under our warranty circumstances.

Review: Purchased turbo parts including four different parts that are in conjunction with each other in the purchase. Haven't received all of the purchased products and have been ignored and blocked by the seller. The total amount paid was $300. It has been a month and haven't received items or been contacted.Desired Settlement: Would like to receive the items I have paid for (67x88x93mm GTP38 Billet Aluminum Compressor wheel)

Review: [redacted] indicated that the turbo cartridge he sold me was a real Garrett GT3582r cartridge. I even have the conversation where he states that it is a Garrett cartridge. I spent $500 for a new cartridge and found out that it was a fake due to not having any badging from Garrett or the rivet hole that verifies it is a legit Garrett and Salesman from Garrett also informed me of the fake unit. I contacted [redacted] and haven't received a single notification back.Desired Settlement: I just want a partial refund as these types of fake turbos sell daily for $125 new.

Business

Response:

I don't know why your cartridge was missing a tag. We may have built you cartridge from a new replacement bearing housing, I don't know for sure because I didn't handle your transaction. The amount you are asking back is very high and doesn't make sense because I cannot make a cartridge at 125$ and make money on that product. The ballbearing turbos are expensive to build and should not be confused with Chinese cartridges. If you want money back you have to send the product back and just cancel the transaction as I can't give you money back that you are asking and stay in business.

Review: I sent a turbo to these guys to get upgraded about 5-6 weeks ago. They said turn around time would be 2 weeks. I still have not received my turbo.Desired Settlement: I would like the upgrades done or at least my turbo sent back to me.

Review: Sent my turbocharger to turbo lab of america for a rebuild as [redacted] & [redacted] quoted me $180. But its been 2 month, last month they would answer my phone calls and every time kept telling "they'll receive the parts next week". Now, they won't even answer their phone. My car has been sitting in my driveway for 3 month waiting for the turbocharger to be send back.Desired Settlement: Just need them to rebuild the turbo and call it a day, since a professional should only take less than a day to finish the job given if they have the parts which they should since they told me over the phone they have 1 in stock. It doesn't take 3 month to order a part, is it coming from the moon?

Business

Response:

Sorry I was on Vacation Last Week and the Internet Was Poor, so I couldn't reply. Thursday I got my teeth taken out so I have been vomiting and sleeping. I ordered the cartridge over a week ago, I just received it wednesday. The Cartridge however is incorrect. The Customer told me it was a CT20B, so I ordered a CT20B cartridge. Im thinking this turbo must be a CT26 or CT12B cartridge. Im going to try and find out. If you customer just wants to turbo back, please email me at [redacted]. Its really hurts to talk.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I sent you guys a ct20b, and left a note in the package for you to call me when you start working on my turbo but since today I still haven't got 1 single call from you. So I called few weeks later, over the phone on our initial contact it sounds like you never heard of ct20b turbo and kept saying ct20 which is a whole different turbo. Since ct20b is made with ceramic shaft, it's delicate and what makes the turbo special and I gave you this information but you ignored it. A month later when you decided to answer my phone call, you told me the turbo is no good with damaged shaft then the whole cartridge needs to be replace and it seems like the same trick your playing when I search online for turbo labs review.I sent you guys a perfectly working ct20b with ceramic coating and reason for this rebuild is since the turbo it out of the car I might as well have it rebuild instead of removing the turbo off the car later on. Every 2 week I called, you kept saying next week and then out of the blue you're on vacation with unfinished jobs and teeth taken out. Way to be a professional. Now you're saying my turbo is not a ct20b, I would assume you broke my turbo and couldn't order the part you need. I have 3 x ct26 laying around in my garage so don't tell me it's a ct26. Find me a working ct20b and send it back.

Regards,

Business

Response:

This turbo is called a CT26 Small / CT20B. I bought what was said to be a CT20B cartridge but it may have been a CT20 not CT20B. I may have found the right replacement cartridge for the turbo, im still trying to confirm. Im hoping to get confirmation tonight. Like I told you before when I took the turbo apart, the condition is:scared shaft on bearing seats (not repairable)scared bearing housing (not usuable)At that point you either need another CHRA if You/me/we can find one, or another turbo.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Well ct20b is also called ct26 small, I've told you that numerous times but you decided to ignore this information, that very unprofessional. So I attached a letter in the package and I some how knew you're gonna break the turbo because I've heard so many other shops that act ignorance does this online because ct20b has ceramic shaft and will easily break during disassembly if you don't know what you're working on. Turbo ran fine and I inspected it before I packed it up for shipping, so I would assume you broke the ceramic shaft then gave me the excuses. If I had to spend all that money to get a replacement I could've just bought another. I don't have to go thru you and waste couple month of my time, building a whole car don't even take this long. Not sure how you guys conduct your business and it feels like couple immature 16 -17 year olds running the business. Holding on to a product and service for months didn't even bother calling the customer. Car sitting in driveway for months on Jack stands with paid insurance. at this point I don't even need you guys to rebuild my turbo, you probably don't even know what you're doing. Go find me a working ct20b and return it back to me. Look on [redacted] or [redacted]. A job like this is you can do it or you can't, it takes 2 weeks max for any turbo shop. And I called you guys ahead to pre-order the parts weeks before I sent in the turbo

Regards,

Review: on 2/4/2015 I purchased a Garrett GT3582R turbocharge chra from Turbo Lab for $650.00 with a 2 year warranty A few days later it came in the mail and looked fine so I had it installed on my car 2 month later with less than 1000 miles on it it fell apart called turbo lab told them what happened and with out even looking at the turbo told me is probably a kinked oil line and not covered under warranty, so I take this turbo to a local turbo repair shop to find out the turbo that had sold me is a made in china counterfeit turbo that sell on [redacted] for $100.00 not the true Garrett turbo I paid full retail price for. So I then called Garrett/honeywell and was told by them Turbo lab is not a Garrett dealer and this was the first time they ever heard of them, Garrett wants me to send them the counterfeit turbo so they can file a lawsuit against turbo lab which I will do soon.,so for $650.00 I got a counterfeit turbo that lasted 2 months,the seller 'turbo lab' said no refund no warranty so now I have had to pay $700.00 for another turbo (a real garrett) just to drive my car.Desired Settlement: a full refund $650.00 for turbo I will eat the labor charges and I will return turbo to turbo lab not to Garrett to keep turbo lab out of court.with Garrett

Review: I spoke to Co-owner [redacted] on the phone about rebuilding a turbo for my work truck and he was very responsive and knowledgeable. I asked him turnaround time to get it rebuilt from the time it was shipped to their location and he responded one to two work days. So I send off the turbo with written instructions of work to be completed and contact information including my phone number and email address. So I check with ups a week later and my package was delivered Wednesday 3/23/2016 at 4:04 pm. I wait a day and haven't heard from them so I decide on friday to give them a call and figure out how it's going and if everything arrived okay. So after calling [redacted] with the phone number provided on their website, It goes to his voice mail which was full and could not accept any more messages. So I tried the other number listed on the website who is supposedly [redacted] number and no answer either, however I did leave a voicemail. After leaving the voicemail I emailed the adress provided on their website and business cards and have yet to see a response. I'm really worried at this point because Im literally losing money everyday my truck is not in service, it is used to provide income for my family. And after messaging a few people on Facebook that were trying to contact them I am worried my turbo will be weeks out at best which is unacceptable. I even spoke to a person who didn't have his turbo for six months and had to file a complaint with Revdex.com. I truly think the work these guys perform is good, however that doesn't mean much if it isn't timely or if the customer isn't in the loop.Desired Settlement: I still would like them to machine both housings and rebuild my turbo but I need it done now, I am losing money everyday my truck isn't in service. I just want a nice clean transaction, I sent it they build it, ship it, I pay them the $650 I was qouted and hopefully [redacted] holds to his terms since I sandblasted the turbine housing, unison ring, cartridge, and cleaned the veins and copressor housing. It realistically should cost less than that. As he stated on the phone "less time less money right?"

Business

Response:

I had this turbo in and out in 3 days. This turbo was already serviced and shipped, and the tracking number was given to the buyer. Please tell me what the problem is.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Have the turbo back.

Regards,

Review: Sent a turbo to the company to get rebuilt back in January and I've tried to contact them multiple times and have yet to get a response about where my item is or the progress on itDesired Settlement: I just want them to finish the job on my item and send it back with the price they told me it was gonna cost about 180$, and I want nothing else to do with that company.

Business

Response:

The turbo needed more parts than just a rebuild, so I had to order parts which takes more time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Shipped 4 turbochargers to them for repair. They confirmed via Email that they recieved them on august 4th 2015. Since then it's been a joke of sporadic email or sms awnsers with no real awnsers to when they are gonna be ready and how much. They've been playing like this for 6 moths now ( tell me they are ready, after only one is etc etc.. ) voicemails are always full could never reach someone over the phone and they rarely awnser to emails or sms and when they do it's never a complete awnser.Desired Settlement: I want my turbos back, regardless of if they are ready or not. I've been patient enough with all this and sick and tired of their non professionalism.

Review: I sent my turbo to Turbo Lab of America expecting them to replace my broken turbocharger. I am not a turbocharger expert, so I confided in [redacted] at Turbo Labs of America to take payment to repair my turbo. The delay in receiving my reapaired turbo was daunting and while waiting for my turbo to be repaired, [redacted] came up with the "idea" that he would like to trade turbo housings with me for reasons that HE suggested not me. Fearing that my turbo would come back even more damaged for non-compliance, I honored his request. After all, I sent my turbo in for repair and he obliged me. When I asked what [redacted] what sort of warranty the turbo had (remember the turbo includes the housing), he advised in writing that he did not put a time limit on his warranty.Less than a year and a half has passed and the vehicle has seldom been driven. I noticed that the turbo housing now has a crack in it. I quickly asked [redacted] to honor his Warranty.[redacted] advised that he would not cover the Warranty citing a whole assortment of excuses that he deemed definitive. [redacted]'s written warranty stated no exclusions, and the Turbo housing is part of the Turbo. I paid good money to have my Turbo repaired and to the extent of any conflict I can prove it.[redacted] is lawfully required to Warranty this Turbo.Desired Settlement: Turbo Labs of America needs to go above and beyond just honoring their warranty at this point for me to be satisfied. I should not have to take matters to this level to obtain a resolution. This could have been worked out amicably, but [redacted] has refused to do so.

Business

Response:

Hello,

My name is [redacted], I have been having a hard time getting through to you on the phone. I also have already explained the whole case with the dispute resolution and investigation unit. Here was my final statement over the situation. Im also uploading the pictures.

" Im uploading 2 pictures. 1 of the customers turbine housing, which I received cracked and I still have not machined. Originally offered to trade the housing for a mutual benefit. Because the customer's housing can be machined for the 58.8mm turbine. I traded the customers a new turbine housing, which did not cost the customer any additional money than I original quoted my customer.

The 1st picture is of the customers turbine housing which I traded my customer. The 2nd picture is the customers housing which I took in trade.

Here are the reason why this is not covered under warranty:

1) The customer did not purchase this housing, it was a mutual benefit by trade, which now Im willing to trade back if it will make the customer happy.

2) This case falls under miss use of the turbocharger explained here: http://[redacted]

3) This case falls under a situation in which there is no performance effect to the turbo charger.

4) This case falls under a circumstance which is out of my control

If you would like proof that I did not charge the customer an additional amount of money, I request that the customer present all of the written messages. Please understand that some of the communication was over the phone during this transaction in 2012. Im not sure what all is written, however If the customer did pay for the housing, his total including the housing would have been $380, because I sell these turbine housings for $100.

The only other cost factor that would have been in this build, is if this customers turbo needed a turbine shaft. So, it is likely that I quoted the customer 240 if the turbocharger did not need a turbine shaft and 280 if the turbo needed a turbine shaft. "

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response received from [redacted] and the company, herein referred to as them is simply a copy and paste of his previous response to the Commonwealth of Virginia Attorney General's Office. I rejected that response and replied as follows:

My initial complaint still stands. Turbo Lab of America and [redacted] advised that the turbo was covered by a lifetime warranty. They cannot suddenly decide to limit the terms of his warranty when the warranty was initially global and without any terms. If there is something that is not understood, please let me know and I will certainly be able to clarify this.

I can prove that [redacted] and Turbo Lab of America, herein referred to as "they", advised in writing that the Turbo is covered under a LIFETIME WARRANTY and without any stated exclusions. Any newly stated exclusions are simply a convenience to their wallet.

An additional question....[redacted] wants to send me back part of my old turbo when he advises that I will never be able to use it? What would the point in that be besides a further benefit to their wallets?

They assert that they will "resolve" the issue no matter what it costs them, but my turbo remains cracked. They assert that their warranty only covers functionality, yet they have advised in writing that they are confused as to whether or not my turbo is even functional causing injury to their claim that my turbo's issue is strictly cosmetic. Even if it were cosmetic, NO TERMS ADDITIONAL TO THEIR WARRANTY WERE EVER INITIALLY STATED and I can prove it to the extent of any conflict.

Thank you,

Business

Response:

I ended up giving the customer a new housing, even though this housing was not covered under our warranty policy, because it was out of our control. I gave him a new housing for free, the first housing I traded him, so we got that one for free also. The customer hired a lawyer to proceed in a law suit, over the part that I got for free, so I just let him have his way and get a 2nd product for free, even though it doesnt fall under our warranty circumstances.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While a replacement part was sent, I DENY that the reason it needed to be sent was anything other than a part that was owed to me pursuant to the warranty provided to me in writing. I will always DENY this, because it is true. The part sent was not a gift, but rather as a fulfillment of the warranty. If the part fails again, I will pursue this business and/or business again administratively or legally. It is and always will be as simple as that.

Regards,

Review: Turbo lab was paid for the rebuild of a stock frame Mitsubishi Evolution X turbo that they had upgraded. I received the turbo and installed and ran the item for approximately 600miles before the turbo failed. Turbo Lab states 12 month warranty and this was approximately 6 months into usage. I contacted [redacted] of Turbo Lab and informed him of the situation around the 13th of November 2015 and he stated to return the turbo for review and repair. I sent the turbo to him 1 week later and verified through email that he received it; Ian stated yes in the email. Todays date is the 1st of March 2016 and I still do not have my fixed turbo, can not get either [redacted] or [redacted] of Turbo Lab to answer the phone, can not get any email responses, voicemail call backs, or Facebook messaging responses.Desired Settlement: I am formally inquiring as to why the warranty work on my turbo has not been completed, why I have no communication with Turbo Lab, and when I will received my repaired turbo? I would like the warranty work to be completed on my turbo and returned to me for usage.