Promar Precision Engines

Please see attached letter and documents, thank you

To Whom It May Concern: Our customer [redacted] purchased an engine on July Our long block engines come with a year/unlimited mileage warrantyOur customer had their remanufactured engine for over years before contacting Promar EnginesThe first time we heard from them was a phone call on July 19, when they stated they already had their mechanic disassemble our engine and diagnose the problemI have attached a copy of our warranty highlighting the line stating authorization is required (from Promar Engines, not from installing dealer as our customer states) to perform any work on our enginesThis is standard procedure for PromarI don’t think any company will allow you to disassemble their product and expect it to be repaired without even calling them to inform them that there is a problem before you start trying to fix it Engines are very intricate pieces which is why we require work authorization before doing any work! If someone unfamiliar with the engine takes it apart, they can end up destroying the engineThis is why It clearly states in our warranty that this is prohibited and I look forward to moving on with this issue Sincerely, [redacted] Vice President

To Whom It May Concern:I am writing in response to the claim ( [redacted] ) where our customer [redacted] is having an issue with one of our engines [redacted] called on November saying his engine died on himOur customer is claiming that the engine had a freeze out plug fail and oil leaked out causing the engine to failAs stated in our warranty, Promar requires all warranties to be inspected at our facilityWe do not send replacement motors before we see the original motor’s failureThis is done in case the failure was not Promar’s fault, then we can make sure our customer corrects the issue at hand before another brand new motor gets destroyedThe day after we first spoke to our customer, Promar sent the prepaid paperwork to ship his engine back to us for inspectedIf there is a problem with anything that involves Promar we will take care of itOur customer is currently refusing to send the motor back to be inspectedUnfortunately, until we get his damaged engine to our facility there is nothing that we can doWe are holding up our end of the warranty, as soon as the motor arrives, we will take care of it right away! Sincerely, Kevin C*** Vice President

To Whom It May Concern:I am writing in response to the claim ( [redacted] ) where our customer [redacted] had an issue with one of our enginesMr [redacted] called in stating his mechanic was having a problem with our engineWe sent a prepaid shipping ticket to return the engine for inspectionAfter the engine was disassembled and inspected the only thing Promar found wrong was that their mechanic installed the crankshaft trigger wheel backwardsAbsolutely nothing was found defective within the parts and/or workmanship of Promar’s engineAll oil clearances and parts were well within our specificationsBeing that nothing was found wrong with this engine aside from the crank trigger wheel (their mechanic installs this), we rebuilt this engine and shipped it to another customer who since has installed it and says it is running greatWe shipped Mr [redacted] a brand new engine as promised along with a new crank wheel as the other one was totally destroyedEven though nothing was found to be defective on Promar’s end, we still went above and beyond our warranty to pay $(our maximum warranty payout for defective products) towards the engine swap and cover the cost of the shipping both ways to help our customerPromar is by no means responsible to cover the balance of this billI have also attached a copy of our warranty for your reviewPlease feel free to contact me with any further issues Sincerely, Promar Engines

To whom it may concern: Promar's warranty has not changed in over yearsAs seen in the highlighted line of the copy of the warranty I attached to my last response (and this one as well), The installer MUST CONTACT PROMAR to receive authorization before ANY work is performedContrary to what my customer believes, this has been our policy for well over yearsIt is the same warranty that is posted everywhere Promar's information can be found online, ***, our website, invoice that was sent with the original engine, etc As for the quality of Promar's products, Promar does all machine work and engine assembly in our facility, none of our work is contracted outIf there was something wrong with the engine we provided (i.e locked wrist pins as our customer is claiming), there is no way the engine would have lasted yearsIf that was the case, the engine wouldn't have even been able to rotate by hand to assemble, install the engine, or run in the vehicle at allThis is impossibleUnfortunately, now that the engine is disassembled, there is no way for us to accurately diagnose what the failure of the engine isThis is the exact reason we require authorization to work on our enginesIf the installer or our customer contacted us and said the wrist pins were seized (which they are saying now), we would have had them remove the long block engine from the car and we would have had the engine shipped back here for repair/replacement as per our warranty Please feel free to contact us with any further questions Sincerely, [redacted] V.P

Worst experience of my life We purchased a motor from Promar Precision Engines four months ago and I still do not have my car or a motor for that matter while Promar Precision Engines has my money Everything that can go wrong has gone wrong Once the motor was finally installed it had an oil leak Our mechanic trouble shot, replaced parts,installed and uninstalled the motor multiple times Replaced the plate that goes around the main seal $part plus four hours of labor Unit only leaked oil when pressure was applied It was discovered that the block was actually cracked Not a surprise considering the way this company strapped the motor to the palletWe have shipped the core and new motor back to this business and cooperated every aspect providing communication direct with our mechanic and providing photosOnce Promar Precision Engines was informed they did in fact set up a return to get this motor back however have made no effort to send us a new motor, nor even examine the one shipped back in their possession for days They seem to not think their customers situations are an urgency, provide resolution, or convey any sympathy We have been forced to contact for updates (once a week, we are being patient) when it should be this business whom advises us of the status [redacted] "Customer service Manager Research and Development Manager" has done nothing but shy us off Attempt to make me as the consumer feel bad about his situation Stating how they are behind on their job duties (under staffed) how they can only reimburse us $for this whole mishap in which I am $in so far (two motor swaps, labor, parts) not including rental cars fees and not including motor cost Mr [redacted] had the audacity to state "how do we not know your mechanic damaged the item" Regarding reimbursement has stated "well we have freight charges to pay for to return the product, this is our policy we will only reimburse $540" I have made every attempt to get this corrected however this business has not We have emailed the CEO with no response When we call we get [redacted] Unfortunately their customers are not a priority for them At this point we are forced to dispute the charge with PayPal Not the route I would have liked to take but they are forcing my hand My advise to the next consumer; there are other companies that sell these products Go with someone whom is reputableIt is not just about quality or cost when purchasing an item it is whom you choose to do business with and how they will address issues when they arise

Complaint: ***
I am rejecting this response because: I called our mechanic once again this morning and read to him the response from Promar. I wanted to confirm that what Promar was stating was once again information per our mechanic. 1. the crank trigger wheel "tone ring" was not returned with the motor because it did NOT belong to Promar. (only items that were installed by Promar on the motor were returned) 2. They did, in fact, return the same motor to our mechanic because their stamp of "***" was on the bottom of the second motor. I assumed this would be their typical response based on their rudeness on the phone (to include the rudeness of their President...I won't say his name since we are not to use actual names, but it is very easy to look up for anyone interested or better still go ahead and buy a motor from them and walk for a little while longer and then be treated like you are a liar instead of the victim when they send you a defective motor...they will NOT take full responsibility for their mistake and their President basically told me "too bad because that is the way life works. Sometimes you get a good product, and it works out for you and sometimes you don't." I knew when he made that response to me that they would not refund the full amount we paid our mechanic for the second installation. (He was too busy to take my problem seriously, he was getting ready to go on vacation with his wife for the first time in years...that was priority over happy customers.) As a Customer Service Manager, my employees know better than to EVER tell a customer something like that and still have a job, but as President he can do and say as he pleases. Merry Christmas & Happy New Year Promar!! We just hope you get a good laugh out of this because we certainly didn't. Please post this Revdex.com, we can all see where this is leading....with a very dissatisfied customer....we are wasting everyone's time now.
To clarify, buy a Promar engine and be prepared to walk a little longer and pay for a second removal and installation out of your own pocket
Regards,
*** *** & *** ***

Please see attached letter and documents, thank you.

To whom it may concern: Promar's warranty has not changed in over 10 years. As seen in the highlighted line of the copy of the warranty I attached to my last response (and this one as well), The installer MUST CONTACT PROMAR to receive authorization before ANY work is performed. Contrary to what my customer believes, this has been our policy for well over 10 years. It is the same warranty that is posted everywhere Promar's information can be found online, [redacted], our website, invoice that was sent with the original engine, etc. As for the quality of Promar's products, Promar does all machine work and engine assembly in our facility, none of our work is contracted out. If there was something wrong with the engine we provided (i.e locked wrist pins as our customer is claiming), there is no way the engine would have lasted 2 years. If that was the case, the engine wouldn't have even been able to rotate by hand to assemble, install the engine, or run in the vehicle at all. This is impossible. Unfortunately, now that the engine is disassembled, there is no way for us to accurately diagnose what the failure of the engine is. This is the exact reason we require authorization to work on our engines. If the installer or our customer contacted us and said the wrist pins were seized (which they are saying now), we would have had them remove the long block engine from the car and we would have had the engine shipped back here for repair/replacement as per our warranty.  Please feel free to contact us with any further questions.   Sincerely,   [redacted] V.P.

To whom it may concern,It takes approximately 30 days to process warranty claims and issue payment. The bill in question was received on September 30, and processing began October 3. [redacted] was aware it takes approximately 1 month to process. The check has been written and is waiting on...

the owner's signature. It will be sent out in Monday's [redacted] mail. I hope this resolves our customer's concerns. Please let me know if there is anything else I can help you with.                                     �...⇄ Sincerely,                                   ...⇄ [redacted]                                   ...⇄ V.P.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Dave is lying AGAIN...they did return the same engine because our garage stamps a "[redacted]" on the bottom of EVERY motor they receive.  This "NEW" motor came in with their stamp on the bottom.  The original motor had no oil pressure.  [redacted] went over and above what they should have done doing all the numerous things that Dave requested that they do.  On 6/1 Promar requested they tear down and take pictures of timing marks on timing chain, which they did.  (Our mechanic also worked with Ford trying to figure this out).  Several more things were tried.  Finally on 7/30 Dave (Promar) told him to put a manual oil guage on it & get it good and hot, let it idle.  Got to be able to get about 25# of pressure.  If it won't do that then it is a bad motor.  On 8/4 our mechanic was able to try that and spoke to Dave & it was determined the motor was bad.  (Our mechanic asked me why didn't Dave ask them to try that in the beginning because it sure would have saved them a lot of work and time...he even questioned me numerous times about what type of company Promar was.  He said always in the past when he got a defective motor companies never questioned his integrity or knowledge; they knew he knew what he was doing and if he couldn't get it to run, then there was definitely something wrong from the factory.)On 9/3 Dave at Promar told me it looks like the "tone" ring was on backwards.  When I called our mechanic about it on he said he assumes he means "cam ring" and he said the motor comes in with it on there.  Once again, they are not wanting to take full responsibility for a problem they caused.  Very poor business practice.  
Regards,
[redacted] & [redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  This is such a big waste of money I dont think I should have to wait for Promar to inspect anything I paid for a working motor and not even 200 miles use out of it and you want to inspect while I'm without a vechile what customer has time or money to repull your crappy engine out twice and wait untill you decide.  I wont even have the engine for evidence when I go to court about.  Im not gaining anything with even having a warranty its unless and costing me more money for it

To
Whom It May Concern:I
am writing in response to the claim ([redacted]) where our customer [redacted] is having an issue with one of our engines. [redacted] called on
November 30 saying his engine died on him. Our customer is claiming that the
engine had a freeze out plug fail and oil...

leaked out causing the engine to
fail. As stated in our warranty, Promar requires all warranties to be inspected
at our facility. We do not send replacement motors before we see the original
motor’s failure. This is done in case the failure was not Promar’s fault, then
we can make sure our customer corrects the issue at hand before another brand
new motor gets destroyed. The day after we first spoke to our customer, Promar
sent the prepaid paperwork to ship his engine back to us for inspected. If there
is a problem with anything that involves Promar we will take care of it. Our
customer is currently refusing to send the motor back to be inspected. Unfortunately,
until we get his damaged engine to our facility there is nothing that we can
do. We are holding up our end of the warranty, as soon as the motor arrives, we
will take care of it right away!                                     �...⇄              Sincerely,                                   ...⇄                         Kevin
C[redacted]                                  �...⇄ />                                         ...⇄ /> President

To
Whom It May Concern:I
am writing in response to the claim ([redacted]) where our customer [redacted]
had an issue with one of our engines. Mr. [redacted] called in stating his mechanic was
having a problem with our engine. We sent a prepaid shipping ticket to return
the engine for...

inspection. After the engine was disassembled and inspected the
only thing Promar found wrong was that their mechanic installed the crankshaft
trigger wheel backwards. Absolutely nothing was found defective within the
parts and/or workmanship of Promar’s engine. All oil clearances and parts were
well within our specifications. Being that nothing was found wrong with this
engine aside from the crank trigger wheel (their mechanic installs this), we
rebuilt this engine and shipped it to another customer who since has installed
it and says it is running great. We shipped Mr. [redacted] a brand new engine as
promised along with a new crank wheel as the other one was totally destroyed. Even
though nothing was found to be defective on Promar’s end, we still went above
and beyond our warranty to pay $540 (our maximum warranty payout for defective
products) towards the engine swap and cover the cost of the shipping both ways
to help our customer. Promar is by no means responsible to cover the balance of
this bill. I have also attached a copy of our warranty for your review. Please
feel free to contact me with any further issues. 
  Sincerely,
 
  Promar Engines

Worst experience of my life. We purchased a motor from Promar Precision Engines four months ago and I still do not have my car or a motor for that matter while Promar Precision Engines has my money. Everything that can go wrong has gone wrong. Once the motor was finally installed it had an oil leak. Our mechanic trouble shot, replaced parts,installed and uninstalled the motor multiple times. Replaced the plate that goes around the main seal $150 part plus four hours of labor. Unit only leaked oil when pressure was applied. It was discovered that the block was actually cracked. Not a surprise considering the way this company strapped the motor to the pallet. We have shipped the core and new motor back to this business and cooperated every aspect providing communication direct with our mechanic and providing photos. Once Promar Precision Engines was informed they did in fact set up a return to get this motor back however have made no effort to send us a new motor, nor even examine the one shipped back in their possession for 15 days. They seem to not think their customers situations are an urgency, provide resolution, or convey any sympathy. We have been forced to contact for updates (once a week, we are being patient) when it should be this business whom advises us of the status. [redacted] "Customer service Manager Research and Development Manager" has done nothing but shy us off. Attempt to make me as the consumer feel bad about his situation. Stating how they are behind on their job duties (under staffed) how they can only reimburse us $540 for this whole mishap in which I am $2400 in so far (two motor swaps, labor, parts) not including rental cars fees and not including motor cost. Mr. [redacted] had the audacity to state "how do we not know your mechanic damaged the item". Regarding reimbursement has stated "well we have freight charges to pay for to return the product, this is our policy we will only reimburse $540". I have made every attempt to get this corrected however this business has not. We have emailed the CEO with no response. When we call we get [redacted]. Unfortunately their customers are not a priority for them. At this point we are forced to dispute the charge with PayPal. Not the route I would have liked to take but they are forcing my hand. My advise to the next consumer; there are other companies that sell these products. Go with someone whom is reputable. It is not just about quality or cost when purchasing an item it is whom you choose to do business with and how they will address issues when they arise.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards, [redacted]

To
Whom It May Concern:     I am writing for the second time in
response to the claim ([redacted]) where our customer [redacted] had an issue
with one of our engines. Promar engines sells “long block engines” which
consists of the engine block, rotating assembly, cylinder heads, timing, oil
pump & we supply a full gasket set with the engine. Promar found nothing
wrong with the engine we delivered to Mr. [redacted]’s mechanic. However, being that
we sell this engine as a long block, there are many components which the
mechanic must install that can affect oil pressure (i.e. o-ring, oil pickup
tube, screen etc.). I am not accusing the mechanic of making a mistake, all I am
saying is there was nothing defective (parts or workmanship) in Promar’s engine
and there is a possibility that something else went wrong. Putting this all
aside, Promar still treated this warranty like it was 100% Promar’s fault. We went
above and beyond our warranty and paid the shipping in full and Mr. [redacted] was
reimbursed our maximum warranty payout even though there were no defects found.
Promar was trying to do the best for our customer (the warranty was attached to
my original response).     I did in fact send their engine to a
totally different customer as I kept a special note on it to make sure Promar
did a courtesy follow up phone call to ensure everything was good once we
rebuilt the original motor Mr. [redacted] had a problem with. The crank trigger wheel
(“tone ring”) was in fact installed upside down and this is installed by the
mechanic, we do not supply this with our engines. We install the new cam
phasers which are part of the timing assembly, but this is not what was
installed improperly.                                         ...⇄              Sincerely,                                                                            ...⇄                         Kevin
C                                       �...⇄ /> Vice President

To
Whom It May Concern:I
am writing in response to the claim ([redacted]) where our customer [redacted] is having an issue with one of our engines. [redacted] called on
November 30 saying his engine died on him. Our customer is claiming that the
engine had a freeze out plug fail and...

oil leaked out causing the engine to
fail. As stated in our warranty, Promar requires all warranties to be inspected
at our facility. We do not send replacement motors before we see the original
motor’s failure. This is done in case the failure was not Promar’s fault, then
we can make sure our customer corrects the issue at hand before another brand
new motor gets destroyed. The day after we first spoke to our customer, Promar
sent the prepaid paperwork to ship his engine back to us for inspected. If there
is a problem with anything that involves Promar we will take care of it. Our
customer is currently refusing to send the motor back to be inspected. Unfortunately,
until we get his damaged engine to our facility there is nothing that we can
do. We are holding up our end of the warranty, as soon as the motor arrives, we
will take care of it right away!                                     �...⇄              Sincerely,                                   ...⇄                         Kevin
C[redacted]                                  �...⇄ />                                         ...⇄ /> President

Complaint: [redacted]
I am rejecting this response because:  Dave is lying AGAIN...they did return the same engine because our garage stamps a "[redacted]" on the bottom of EVERY motor they receive.  This "NEW" motor came in with their stamp on the bottom.  The original motor had no oil pressure.  [redacted] went over and above what they should have done doing all the numerous things that Dave requested that they do.  On 6/1 Promar requested they tear down and take pictures of timing marks on timing chain, which they did.  (Our mechanic also worked with Ford trying to figure this out).  Several more things were tried.  Finally on 7/30 Dave (Promar) told him to put a manual oil guage on it & get it good and hot, let it idle.  Got to be able to get about 25# of pressure.  If it won't do that then it is a bad motor.  On 8/4 our mechanic was able to try that and spoke to Dave & it was determined the motor was bad.  (Our mechanic asked me why didn't Dave ask them to try that in the beginning because it sure would have saved them a lot of work and time...he even questioned me numerous times about what type of company Promar was.  He said always in the past when he got a defective motor companies never questioned his integrity or knowledge; they knew he knew what he was doing and if he couldn't get it to run, then there was definitely something wrong from the factory.)
On 9/3 Dave at Promar told me it looks like the "tone" ring was on backwards.  When I called our mechanic about it on he said he assumes he means "cam ring" and he said the motor comes in with it on there.  Once again, they are not wanting to take full responsibility for a problem they caused.  Very poor business practice.  
Regards,
[redacted] & [redacted]