Complaints

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 383 Stroker long block from this company from their website Raptorengines.com. I made this purchase in July 2021. *********************** was the company's representative that told me they had a ***** day lead time on shipping new orders. They did not meet this contracted time. It took over 120 days for this company to deliver my order.This block was installed in my boat at ************** Services, *********** ** in November 2021. All ***** installation and break-in procedures were followed as per small - block Chevrolet tech pubs. The engine had 9.5 break-in hours when it seized up. After contacting ****************** about honoring his company's warranty, he insisted that I ship the engine back to Portland, OR instead of having a trusted local machine shop diagnose and repair the engine. His shop held on to my engine for approximately one month before I received any correspondence that they had received and diagnosed the faulty engine block. ****************** sent me the generic email copy and pasted below: "Hi *******,Your engine has been inspected.The engine was detonated.Both cylinder head gaskets have failed.Water has entered all cylinders.The engine will need to be completely rebuilt.Thank you,**** *************"He neither identified the malfunction of his company's product nor had my authorization to perform any work or services on the engine block beyond that of what was covered by warranty. Nor did he provide me with an estimate that would have implied his intentions of conducting unauthorized work. I sent an update request on 06 September 2022 and he replied:"Hi *******,The engine is finished and ready to ship.As explained in an earlier email, the engine failed due to detonation. This failure is not covered under warranty.This engine required a completely remanufactured to repair the damage.The cost to repair the engine $2695.00 plus $400.00 shipping comes to $3095.00."I wish to resolve this at the lowest level possible.

  Business response

  09/16/2022

  We explained to ******************** verbally and by email that his engine failed due to detonation.

  The engine does not come with an unconditional warranty. There are several conditions that are not covered including overheating, pre-ignition, improper fuel ************** condition, improper timing etc.

  Detonation is a condition not covered under the warranty.

  The engine required a full rebuild due to the severity of the damage.

  Thank you,

  *****************

  General Manager

   

  Customer response

  09/18/2022

   
  Complaint: 18034569
  
  I am rejecting this response because: The company performed unauthorized work on my property. I sent the engine block to their shop because it only had 9.5 hour of operating hours. I believe I made it very clear on the phone that I only wanted this shop to conduct work covered by their warranty. We never contracted to perform additional work. 

  I do not believe this company acted in good faith as they failed to maintain communications throughout this process.  They did not provide me with an estimate which would have indicated an intent to contract. I believe this company intentionally misrepresented their policies as to try and charge me twice for an engine that had only 9.5 hours of operating time. 

  To reconcile, I will only accept my engine that I sent it to the firm to inspect and perform warrant work only, or a reimbursement for what I paid for the engine, plus the shipping accrued. If I do receive my engine or reimbursement, I will concede that storage for my boat while waiting for this company to deliver my engine and labor hours accrued to install and remove the faulty block are sunk costs. 

  
  Sincerely,
  
  *******************************

  Business response

  10/03/2022

  As previously explained, the engine was not faulty. The engine failure was due to improper installation.
  We explained to ******************** verbally and by email that his engine failed due to detonation.
  The engine does not come with an unconditional warranty. There are several conditions that are not covered including overheating, pre-ignition,improper fuel ************** condition, improper timing etc.
  Detonation is a condition not covered under the warranty.
  We provide a written copy of our warranty which explains what is and is not covered.
  We also provide written installation & break in instructions.
  The engine required a full rebuild due to the severity of the damage.
  This was all explained to *********************
  The engine will not be released until the repair costs are paid for.
  If after October 10th the charges are unpaid, storage charges will begin at $30.00 per day.
  Thank you,
  *****************
  General Manager

  Customer response

  10/03/2022

   
  Complaint: 18034569
  
  I am rejecting this response because: 

  (1) This firm did not provide the written documents they are claiming.

  (2) This firm took it upon themselves, without my authorization to complete work that was not covered by the warranty.

  (3) We never contracted to provide any goods or perform any services other than that which was covered by the warranty. I did mention to ****************** that I do have a trusted local machine shop that I would utilize for any repairs. I suggested using them to alleviate any shipping costs which would have proven more economical for all parties. He refused this suggestion, and I explicitly stated that I will use them for any non-warranty work needed on my engine block. No other mention of warranty services were discussed.  

  (4) This firm did not make an offer of services in the form of a written estimate. Because they failed to offer, I was not in any position to accept (or reject) an offer. We did not have a contract for services. I have numerous correspondence with this company requesting that all communication be in writing. 

  Unfortunately I have exhausted all efforts to recover my property from this company. If I do not have confirmation of shipment of my engine block by 10 October 2022, I have no other options but to seek personal injury restitution. 

  Sincerely,
  
  *******************************

  Business response

  10/06/2022

  We explained both by phone and email that the engine suffered failure due to detonation and that this was not covered by the warranty.
  

  The email sent to ******************** explaining the failure was answered only with instructions for a new shipping address. 

  ******************** was well aware that he would be responsible for the cost of the repair.

  Our position has not changed.

  If after October 10th the charges are unpaid, storage charges will begin at $30.00 per day.
  Thank you,
  *****************
  General Manager

  Customer response

  10/12/2022

   
  Complaint: 18034569
  
  I am rejecting this response because: Now the company is blatantly lying about communications.Unfortuantly I must proceed with litigation to recover my property.
  
  Sincerely,
  
  *******************************

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