Complaints

This profile includes complaints for Powertrain Products, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Powertrain Products, Inc.

  520 Thompson Creek Rd Stevensville, MD 21666-2508

  
• 

  Powertrain Products, Inc.

  PO Box 220 Stevensville, MD 21666-0220

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased a 2015 ********** remanufactured transmission Feb 17 2025. I paid $232.98 to have the transmission programmed, after installation. The vehicle lasted 20 miles, and the transmission failed, faulting a speed sensor. Powetrain Products decided to send me A second transmission on on march 25. I removed and replaced the second transmission, and had it programmed for $207. Powertrain products vowed to reimburse me for the $207 after installation. I sent them the Programming receipt April 3 2025, and they acknowledged receipt received via email. I have reached out through their customer service number ************ and their reply is always we will get back to you. Frustrated to say the least!!

  Business Response

  Date: 07/08/2025

  The reimbursement for the transmission programming has been approved and is currently in the final stages of processing. We anticipate the check will be mailed within the next two weeks.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a transmission from Powertrain Products on 11/19/2024, order number ****** for a total of $5900.43 with their 7 year extended warranty and powertrain pure care. It was installed per their guidelines by ****** **** ****** in Waynesville MO along with a new A/C condenser. Upon installation of the transmission, a technician noticed that an O-ring on an electrical connection of transmission was pinched during assembly at the factory, Powertrain products was contacted by the repair shop and agreed to the repairs. The repairs were completed and a warranty claim was filed for powertrain to pay for the $150 in labor to correct this mistake in December. Powertrain products told me that in 90 days they would mail me a check. By Feb 3, 2025 I emailed Powertrain and received confirmation from ***** that they had everything they needed to get me reimbursed, nothing. I have called them once a week and always get the same response that it is processing. I emailed ***** back on the 30th of May, and the 18th of June, both times he ignored my emails. on the 27th of June I called at 1108 and the woman told me she would get back to me by the end of the day and that was it, didn't hear from her at all. I have the whole email chain between ***** and I that I can forward to BBB or company management at request.

  Business Response

  Date: 07/07/2025

  The warranty reimbursement for this claim has been processed and mailed to the address on file.

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received the payment in the mail as of 08JUL. Once received I will accept the response. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

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

• Initial Complaint

  Date:06/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I bought a transmission from this company. I had a core that needed to go back. They told me to have the shop send it back. So I did, the driver came and picked up the transmission. The driver did not give a tracking number. My mechanic was even smart enough to get a signed slip from the driver and take a photo. A week goes by and I get an email saying did I return the core. I double checked with the mechanic, he reassured me that it was picked up on Wednesday I think. I emailed them that, they responded whats the tracking number. So I reached out to the mechanic. They said they did not get a tracking number but here is what the driver signed saying he picked it up. So I sent photos of that. They said call their transportation company and they will give me a tracking number. I said why is that my job. We did our part they have an issue between their carrier and them. They know the number to call they know the people there. Because they work together. I dont work with either of them. Why should I have to find out what company they use call around get the info hopefully. Its like they expect me to know their business. I was just trying to change my transmission, I already had a bad transmission. Why would I want another one?

  Business Response

  Date: 07/02/2025

  At the time of purchase, we inform our customers that the core fee is waived for 15 days from the date they receive the purchased unit. If the core is not returned within that timeframe, the card on file may be charged.
  When we provide a shipping label for the return, we also include detailed instructions which state: "Once you have your tracking number from the carrier, please be sure to reply and send us your tracking number. Without it, you may be billed for your core." It is the customers responsibility to obtain and share this tracking information with us. In this case, we have verified that the core was successfully returned, and we want to reassure you that no core fee has been or will be charged to your account for this purchase.

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a car engine and a 5 year warranty from this company. The engine was installed and after not even 500 miles, the check the engine light turned on. We took the car to the same shop that had installed it and started an email conversation with the company. In the first email to them we asked for a list of things they needed from us to complete a warranty claim. We never got that list. In addition to that, every email from them asked for different things and tests to be completed. We did what they asked yet none of our questions got answered. The shop we took our car to did some research on Powertrain Products and after their findings, they don't want to continue working with our car and the company. The emails back and forth continued for 6 months and the car has been out of use since October.

  Business Response

  Date: 06/30/2025

  We were made aware of the customer's concern on December 31, 2024, and promptly initiated a warranty claim. That same day, one of our technicians reached out via email requesting additional details regarding the installation and the specific issue being experienced. On February 2, 2025, the customer responded with an update and a video. At that time, we informed them that we would need diagnostic information to determine whether a field repair was feasible or if a replacement engine would be necessary. After several communications, the diagnostics provided did not offer enough clarity to support a definitive next step.
  On April 22, 2025, we communicated that in order to move forward, we would need a video with clear audio or, alternatively, we could proceed with pulling the engine for inspection. As the information continued to be inconclusive, we offered to bring the engine in to inspect it and determine the root cause of the issue. On April 24, 2025, we received the requested video. Our technician confirmed with the customer that this video was helpful in better understanding the complaint. At that time, we also inquired if the shop had performed a leak-down test or tested any of the pulled diagnostic trouble codes. Unfortunately, we did not receive a response following that outreach.
  We remain committed to resolving this matter and are more than willing to assist further. In order to move forward efficiently and determine the best course of action, we simply need the necessary diagnostic information or confirmation from the shop on the requested tests.

  Customer Answer

  Date: 07/07/2025

   

  There has been different emails that's been requesting different information or tests. Each test costs me money. My concern now is that if I have the leak test done, another email will be requesting a new/different test. I also understand that doing the leak test wont solve my main issue, which is to get my truck back on the road.

  On April 22nd, Powertrain Products offered to have the engine picked up to perform a warranty tear down. I see that the best way, for everyone included, to fix the engine problem is that whole truck will be picked up and moved to the Powertrain Products facility. There they can do all the needed tests and perform the needed repairs according to the test results. I am ready to negotiate cost sharing if necessary.

  Sincerely,

  ****** *****

  Business Response

  Date: 07/10/2025

  If the repair shop is unable to perform the necessary diagnostics to help move the claim forward, we are more than willing to pickup the engine and inspect it at no cost to the customer. However, please note that we do not offer pickup of entire vehicles, as the warranty coverage applies solely to our product.
  If there are additional issues with the vehicle unrelated to the engine, those would need to be addressed directly between the customer and their repair facility.
  Regarding the engine itself, we are happy to cover shipping costs of the engine returning to our facility for inspection in order to better understand and address the customers concerns. To proceed, the customer will need to contact our warranty department to coordinate the pickup and review the necessary details.

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 20 2025 I received an email stating they received my invoice and applied it to my claim. Total amount I paid was ******* for repair shop to do a failed engine replacement . Along with the evidence from the repair shop requested by powertrain products they've had 4 months to resolve my claim. Their website states usually within 90 days and its been an extra month. All i want is my reimbursement

  Business Response

  Date: 06/23/2025

  While our goal is to process reimbursements within 90 business days, some claims depending on their complexity and type may require additional time. At this time the warranty reimbursement for this claim has been processed and mailed to the address we have on file for the customer.

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I want to keep this complaint open until i receive my reimbursement in the mail. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a remanufactured engine from Powertrain Products on July 30, 2024, for $4,268.93, covered under their 3-Year Basic Warranty. I followed all break-in procedures and installation guidelines as provided. Shortly after installation, the engine developed an internal knocking noise. My certified mechanic diagnosed the issue as a likely faulty lifter or another internally lubricated component.According to Powertrain Products published warranty, the 3-Year Basic Warranty covers internally lubricated engine parts such as lifters, camshaft, pistons, valves, and more. Based on this, I believe the issue is fully covered.Since the problem began, I have made several good-faith attempts to contact the companys warranty department. I have called numerous times, waited on hold for over an hour, used the callback feature multiple times without receiving a response, and sent numerous emails with no reply. Despite all efforts, I have received no communication or attempt at resolution. I have repeatedly attempted to communicate with them over the past three weeks. The lack of response from Powertrain Products is unacceptable. The product has failed under warranty, and the company has not honored its commitment nor provided support.Resolution Requested:I am requesting either (1) a replacement engine at no cost under the warranty terms, or (2) a full refund of the amount paid, including tax and shipping. I am also open to discussing reimbursement for labor or diagnostic expenses due to the failure, if necessary.I am prepared to provide all related documentation, including the invoice, emails, mechanic report, and installation details.

  Business Response

  Date: 06/18/2025

  We received notice from the customer on June 10 regarding a concern with the engine. On June 12, one of our warranty technicians attempted to contact the customer to gather additional information and begin the claims process. A voicemail was left, and a follow-up email was sent the same day. The customer responded on June 16 with a few questions, and the technician replied with the information needed to proceed with the claim. Our warranty team is committed to supporting the customer and working toward getting their vehicle back on the road as quickly as possible.

  Customer Answer

  Date: 06/25/2025

  This has still not been resolved. They have finally emailed me after attempting to reach them for three weeks via email and phone calls. I was directed to go to a shop. I have to drop my truck off on July 7th. The mechanic will evaluate the vehicle and provide the necessary information to the warranty company. 

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Re-Manufactured for my pick-up truck in Late July 2024 from Powertrain Products Inc. located in Stevensville, Maryland. After only driving it 1,200 miles the engine failed. I located a local mechanic to install the new Re-manufactured motor that Powertrain Products was going to replace it with through my warranty that I purchased with their company. The warranty states that reimbursements can take up to 90 days to receive a payment after a claim is filed and I filed this claim in Mid-October. After receiving nothing in the mail in this time I began reaching out to the company and was given no information about when I would receive my payment of $3,214.38. I would wait 2 weeks and call again and would be told the same story, I asked multiple times to speak to a manager or supervisor and would just get pushed to a voicemail and never once received a call in return. Not once. I was told I am on a Call List so when it does go to mail I would be notified. Again I waited and called again on May 19th and was told it was put in the mail that morning, but despite being on a Call List I was not called. I call again during the 1st week in June and was told someone from the accounting department would reach out to me and again not a single phone call. I call again today the 9th and again am told that the Accounting Department would be reaching out to me.

  Business Response

  Date: 06/17/2025

  We understand the customers frustration and have reviewed the situation. Regarding the initial reimbursement, the customer contacted us to report that the check had not been received. Given the amount of time that had passed since it was originally mailed, we proceeded to place a stop payment on the check. Once it was confirmed that the check had not been cashed, we reissued the reimbursement. The new check has since been mailed to the customer at the address we have on file.

  Customer Answer

  Date: 06/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  their response doesn't include and dates or times that the check was reissued. It has been some time since I made this complaint and still haven't received anything. I was told 3 separate times I would receive a phone call from accounting that never came. I need proof of honesty because my mailbox is empty. 
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 06/17/2025

  I am not impressed with the companies response, they didn't mention anything about the payment going from 90 days as listed in the warranty information to over 8 months. They say they will call me but never do so I absolutely do not believe anything they say Especially when they can't include a date for reissuing 2 checks. 

  Customer Answer

  Date: 06/17/2025

  I did receive 1 of 2 checks today for $189.38

  The 2nd check should be $3,025.00 but I have not received it yet.  06/17/2025

  Business Response

  Date: 06/19/2025

  We understand the customers frustration and appreciate their patience. While our goal is to process reimbursements within 90 business days, some claims, depending on their complexity and type, may require additional time. Our top priority is ensuring the customer receives a fully functioning product, which involves a thorough inspection and adherence to required protocols once the suspected defective engine is returned. In this case, a reimbursement payment was initially mailed but later voided at the customers request due to non-receipt. A replacement check was reissued on June 10, 2025, and sent to the address that was reviewed and confirmed with the customer.

  Customer Answer

  Date: 06/20/2025

  
  Better Business Bureau:
  
  I am ready to move on from this nightmare.
  Though as of today June 20th I still have not received the reimbursement of $3,025
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase the crate motor from powertrain and it almost like a year ago from the day that I purchased it but I didn't give it to three different people to install it thousands and thousands of dollars and no one everyone is saying it's the motor we has proof and I'm just trying to see where I go from here because powertrain keeps saying it's okay the motor is fine the motor is fine and I purchased a brand new motor why am I not driving in a vehicle the vehicle never made it out of the shop from the time I had to write to choose which shop I want to put the motor in no one can get the car to start three different shops say no good

  Business Response

  Date: 06/17/2025

  The customer initially worked with our technicians to open a claim, reporting a timing issue with the engine. Our team offered two options: the customer could either retime the engine or we could send a replacement. The customer chose the replacement option, and we shipped a new engine at no charge in exchange for the return of the suspected defective unit for inspection. Upon inspection, the original engine showed no timing issues or factory build defects.
  Subsequently, the customer reported the same issue with the replacement engine. Given the outcome of the first claim, we informed the customer that we could perform a "pull to inspect" on the second engine. If a factory defect was found during this inspection, we would issue a replacement. We also encouraged the customer to have the shop check the vehicles sensors and wiring, as those could be contributing to the issue. The customer opted to proceed with the pull to inspect, and we covered the cost of shipping the engine to our facility. After thorough inspection, we again found no factory defects.
  The customer experienced similar issues with the original engine prior to purchasing from us. We've continued to encourage him to have the vehicle itself further evaluated, as the symptoms do not appear to be related to the engines build. The engine is currently in transit back to the customer.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/24/25 - This is a warranty claim for replacement of an engine. We obtained approval for this warranty claim, following Powertrain Product's warranty claim process & submitted the invoice, for the amount of $1894.55, in January 2025. We were told it could take up to 90 days to receive payment. Since then we have inquired multiple times & were told that the claim had been approved and we should receive payment by the end of April 2025 (that would be 90 days from when we submitted the invoice). We called them again in May and were told again that the warranty claim had been approved, but they cannot say when we will receive payment, as they are too short-staffed to send us a check.

  Business Response

  Date: 06/09/2025

  The warranty reimbursement for this claim has been processed and mailed to the address we have on file. 

  Customer Answer

  Date: 06/16/2025

  We did receive the check in the mail from Powertrain Products, so this case is resolved to our satisfaction. It should, however, be noted that it took almost 5 months (instead of the 90 days they originally quoted us) & management refused to return our phone calls. This is why we reported to BBB, as we had exhausted all possibilities as far as communicating directly with Powertrain Products.

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to request reimbursement for the installation fee paid to my mechanic for the replacement engine that failed. I've given them everything requested in their investigation. They've approved my claim and sent a replacement engine so I could get my wife back in service.The warranty customer service explained that I have to get the engine removed and installed myself ,and they will reimburse me for the mechanic's fee.

  Business Response

  Date: 06/02/2025

  The warranty reimbursement for this claim has been paid. A check was mailed to the address we have on file for the customer.

  Customer Answer

  Date: 06/09/2025

  I’ve received a check for what I’ve asked for.

  Thanks you, 

  ****** *****