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:04/02/2024

  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 am filing a demand for $460 owed to me by Powertrain Products, Inc. I ordered a remanufactured **** 5R55S transmission which included a warranty. The unit was installed on 2-22-23. Approximately 3,100 miles after the install, the unit developed a defect and PowerTrain Products agreed to replace the unit under warranty and provide a partial reimbursement on the installation cost. The defective unit was delivered back to PPI on 10-31-2023. Per the email from PPI on 9-6-23, the warranty payment was to have been paid within 90 days of 10/31/23. The warranty payment was to be paid direct to us by mail as reimbursement. There have been multiple emails sent to PPI regarding when a check was going to be sent out and the response is always along the lines of "it is still processing". Calls to the extension for Rose at extension 500173 go unanswered so speaking with a person has been very difficult.

  Business Response

  Date: 04/04/2024

  Our target timeframe for processing reimbursements typically ranges from 30 to 90 days. However, the actual duration may vary depending on the specific details of the claim. The reimbursement in question has been successfully processed and has been dispatched to the customer via mail. We strive to ensure that all reimbursements are handled efficiently and promptly, and we appreciate the customers patience and understanding throughout this process.

  Customer Answer

  Date: 04/10/2024

  The refund that the business had stated was in the mail still has not arrived as of today, April 10, 2024. I would like to have the tracking information provided to me as proof of mailing. If possible, I would like this complaint re-opened as the check has still not arrived. 

  Thank you,

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

  Business Response

  Date: 04/10/2024

  The reimbursement check was issued on 04/02/2024. The check was mailed through the USPS and tracking is not provided. We ask the customer allow more time for the mail since it has not been 14 days since the check was mailed out. 

• Initial Complaint

  Date:03/27/2024

  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.

  I have had two engines that I have received from this company. The first one locked up while traveling down the highway. It was replaced by a second engine that I never could get to run correctly since install. I took the vehicle to the shop where I was told after being tested that it was an internal engine problem. After several test I was to return the engine to powertrain products for further inspection. Now they are telling me that it isn’t their fault and that the failure is caused by my vehicle. Now they will not honor the warranty. But the last motor that they replaced did not have these issues.

  Business Response

  Date: 03/29/2024

  We have stood behind the quality of our products and
  honoring the commitments outlined in our warranty. We have processed and fully
  covered the customers first claim, adhering to the written guidelines
  stipulated in our warranty policy. The most recent issue with the customers vehicle
  was determined not to stem from a manufacturing defect, leading to the denial
  of the associated claim. Despite this setback, our warranty technicians have
  remained actively engaged in collaborating with the customer to explore
  alternative solutions to get his vehicle back on the road as soon as possible. Following our recent interactions, we concluded our discussions on what we believed to be positive terms. At that time, we had agreed to await the customers feedback on how he wished to proceed with the matter at hand.

  Customer Answer

  Date: 04/08/2024

  
  I am rejecting this offer. The vehicle was checked out by several Machanic’s.  No one indicated that anything on my vehicle was damaged. Even the main diagnostics test that determined it was internal failure. Secondly its is very possible that leaking injectors that was supposed to cause the problem to this engine could be due to the first engine that  was purchased from Powertrain Products that had a manufactured defect. Next thing is you is trying to charge me 1700 dollars to repair and ship the engine back. You also stated that if the motor was repaired and shipped back that it will on have a 30 day warranty. When the first engine was purchased it was suppose to be guaranteed for a lot longer than that. But the biggest issue is the first motor I purchased didn’t have these problems. But the second motor you sent had a misfire since first being installed. Which leads me and the machanic to believe it was shipped with this problem. Or the failure of the last motor caused an issue with the vehicle that led to the issue with the second engine. I will like the engine to be repaired end shipped back with a warranty of the original first purchased engine or a full refund of the original price of the first engine.

  Business Response

  Date: 04/10/2024

  During the inspection it was determined that the claim was not
  approved as the engine did not fail due to a manufacturer build defect. The engine's
  failure was caused by a vehicle issue. 
  Our warranty team reviewed the findings with the customer and encouraged
  to have his shop address any underlying issues with the vehicle to prevent
  further complications. Our build team offered to assist the customer and
  preform the repair at cost. We have provided options to resolve this for the
  customer, he can have our team repair the engine at cost or he can have the
  engine sent to his shop for repair. We have previously shown the customer, that
  if our product is faulty, we honor our warranty and reimbursement within the guidelines.  A copy of our warranty has
  been attached thoroughly explaining the warranty process and coverages. 

• Initial Complaint

  Date:03/26/2024

  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.

  Bought a new remanufactured transmission from company. First one they sent ran for few months an I noticed coolant leaking. Crawled under truck to find thier bell housing snapped cracked back my engine. Plate so I had send transmission back wait on answers for 2 .5 months. Then put the new one in after I paid fix engine. Cuase of junk transmission they sold. Finally sent me new one never gave me money for build an gaskets as ut says. New one come bold on pan loose I should sent back then. But I tighten them down an noticed tail shaft housing looked all kinds corrosion on it took picture. Then I put transmission in drove to town an back thing dumping fluid out come to find that tail housing was cracked too. Then they tried pull stuff with me saying my truck modified an had send all kinds of photos come to find out its not. Just thier builders are poor an thier product junk. Now waiting 3 months an I call an all they say is waiting on tracking. My trucks down I need. Vehical. I would bought junkyard transmission I would have 100 % better luck. I also asked for refund an won't. They need to make warranty to cover all extra months they cost me. I'm to point seeing them for all down time my truck been an everytime I had barrow a truck. This company is terrible I hope something is done with these people.

  Business Response

  Date: 03/28/2024

  We are working diligently to address the issue with the customers transmission and to provide a warranty replacement. Our efforts have been impacted by a shortage of parts available industry wide, beyond our control, which has led to delays in our build process. The warranty replacements remain our top priority, and are the first to be completed and dispatched. We want to assure the customer that his concerns have not gone unnoticed. Our team is actively engaged in resolving this matter for him, and we have provided updates on our progress. As soon as the replacement transmission is finalized and ready for shipment, we will reach out to inform him. Our customers' satisfaction remains our utmost priority. 

  Business Response

  Date: 04/19/2024

  Our warranty technicians have been dedicated to resolving the matter at hand. We have provided updates regarding the status of the customers claim and actively working on the necessary replacements to address these concerns promptly and effectively. For reference and convenience, please find attached a copy of the Powertrain Products Inc. warranty documentation, which comprehensively outlines the coverage and reimbursement policies relevant to this case.

• Initial Complaint

  Date:02/26/2024

  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 remanufactured engine that showed up with a manufacturing defect that technicians could not now about until after the engine was installed. warranty approved to replace the defective part but is not willing to cover the labor cost to replace the part or the parts that were damaged because of the defect. in total they are expecting me to pay around $1000 to take care of the issue and they will only be reimbursing me for $300 after a 3 month wait. the issue with that is I do not have that money and I can not pay for a repair that they should be responsible for since it was a manufacturing defect. Now I am carless until I can get the issue resolved I've already reached out to their warranty to plead that I should not be responsible for something that came in with a defect. I paid for an item at a certain quality and they did not deliver what I paid for. I was only able to get about 163 miles out of the engine and over 50% of the mileage came from the technicians trying to locate the issue.

  Business Response

  Date: 02/29/2024

  We
  are actively engaged in direct communication with the customer to formulate a resolution.

  Customer Answer

  Date: 03/01/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:02/08/2024

  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.

  We are filing a demand for $1620 owed to us by PowerTrain Products. We ordered a renovated Jeep engine 4-3-23 with a warranty reimbursement that has not been paid.
  PowerTrain Products promised a contractual payment under a warranty on the engine we purchased which included a payment for the second round of installation costs if the 1st engine was defective. The warranty payment was to have been paid within 90 days of 9/12/23. The warranty payment was to be paid direct to us by mail as reimbursement.
  Due to their long delay in the warranty refund process we paid the local auto repair shop for their work and are still waiting for the warranty labor installation cost reimbursement payment which was stated as $1620.
  Original chain of events: The first engine was attempted to be installed and the engine was defective. Some time passed while waiting for the delivery of the replacement engine. Once it was installed we filed a warranty claim for the repair shop removal/installation costs. A chain of emails about the payment and the expected time for the check to be mailed was said to be up to 90 days from 9/12/23. This would have been at least 90 days by mid December 2023. The last email sent to PowerTrain Products warranty department was replied to 12/19/23 and no further contact occurred until a message was sent to them 1/24/24. They replied 1/31/24 that it was referred to the warranty department. No word since.
  I have attached the original PowerTrain Products receipt, invoice and the emails about the warranty.
  
  The last email we received:
  Warranty Dept | Powertrain Products
  Dec 19, 2023, 10:22 AM
  
  Good Morning,
  This payment is at the final processing stage. I will add you to our call list. As soon as the check has been processed I will give you a call with the check number. Have a great day
  
  One more try: was 1/24/24, reply 1/31/24, that they were understanding frustration, & referred message to warranty. Dept. signed:
  Thanks
  Rose
  495028

  Business Response

  Date: 02/08/2024

  We initiated contact with the number on record, leaving a voicemail for the customer on 02/07/2024. We conveyed that the reimbursement payment under the warranty claim has been duly processed and dispatched. 

• Initial Complaint

  Date:01/30/2024

  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 rebuilt motor for my truck and paid extra for an extended warranty “7” years the motor turned out to have a bad cam seal and my mechanic had to fix the issue and jump through a bunch of hoops for the engine manufacturer to claim the warranty such as putting in a dye and taking pictures of the leak. The repair cost me over $500.00 but the engine builder would only cover $356.15 which I was okay with but the repayment warranty check was no good. I have tried to contact the builder but they left me on hold until the business closed and after that they just insist the check is good and hang up on me. Since I have emailed them with the proof from the bank but I don’t get any reply. I’m at a loss as of what to do next to get my warranty payment. They sent me the bad repayment check on 1-13-24

  Business Response

  Date: 02/02/2024

  We have communicated with the customer, and this has been resolved. A new check has been issued and mailed to the customer.

  Customer Answer

  Date: 02/07/2024

  They said they have sent a check but so far I have not received it and it’s been a week.

   

  I don’t consider this case closed as I have my doubts that they will actually send me the check.

• Initial Complaint

  Date:01/26/2024

  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 motor and transmission. They were both defective. I filed a warranty claim with Powertrain and completed all guidelines for the warranty claim. Their policy is 60-90 days for reimbursement. I’ve recieved emails and phone calls saying the claim was approved and it was in the accounting dept. It’s been over 120 days and I call and Rose in the warranty dept she says she’s not sure what the problem is. I asked to be transferred to management and I get hung up on or left on hold for hours. I paid out of pocket for my second new engine and transmission and this company is in total disregard for any warranty or honoring anything they say. I have emails saying everything is approved and it’s been almost 3 months past the 90 day policy. Horrible business relations.

  Business Response

  Date: 01/31/2024

  Our goal is 30-90 days for the reimbursement to be processed. Depending on the claim details it can sometimes be less, and sometimes be more. At this time the reimbursement has been processed and mailed out.

• Initial Complaint

  Date:01/08/2024

  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.

  My business ******* **** ******* purchased an engine from Powertrain Products on 03/06/2023. In July 2023 we filed a warranty on the claim as there were metal shavings inside the engine. On August 28, 2023 we received a new engine from Powertrain Products for the warranty claim and on 09/05/2023 we sent back the old engine. We called and spoke with someone in the warranty department who told us we would have a check in the mail in the amount of $1,264.07 within 90 days. On November 22, 2023 we made a phone call and spoke with Rose in the warranty department. Rose stated that the claim was processed and they were cutting checks that Friday and that it would be mailed out no later than Monday November 27th. The check never came in and since then we have called numerous times. Each time we get sent to Rose and each time she states that it is Processes and we will receive the check soon. We have asked to speak with supervisors and each time she says they are not there and doesn't know when one will be but to call again tomorrow. She has also promised a phone call back from a supervisor and we have not received it. On December 5th we received an email from her stating "I apologize for the delay. We will get this processed. I will call you as soon as I have a check number. Have a great day! Thanks Rose ******" That extension does not work when you call. We called again today January 5, 2024 and are still receiving the same response again from Rose stating that she will look into it and call us back.

  Business Response

  Date: 01/10/2024

  We are sorry this customer has waited for reimbursement. We always communicate with customers, and our goal is to process claims as fast as possible. They are typically processed within a 30-90 day window, but there are variances, and this customer has been waiting a bit longer. We have attached a copy of the warranty for review.

  Customer Answer

  Date: 01/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As you stated previously, you go by ******* times. There is no ******* time for what you are stating. ******* states "Includes: R&I Engine And Transfer All Necessary Components Not Supplied With Long Block". There were necessary components that were not supplied with the long block that still needed to be transferred therefore we are owed the 21.9 hours as stated in the attachment.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 01/25/2024

  We have honored our warranty, and this claim has been paid
  in full under the written guidelines of our warranty. The labor coverage was
  reviewed with the shop prior to PPI sending out the replacement unit. 

• Initial Complaint

  Date:01/04/2024

  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 replacement engine for my Ford F-150 on 12/14/2023 from Powertrain Products, Inc. ("PPI") Invoice is #******, in the amount of $2,686.57. I specifically purchase the replacement engine from this company because they had one in stock.
  
  Engine arrived on or about 12/19/2023, and when uncrated by my mechanic on 12/22/2023 was found to be defective (scoring on the piston skirts/walls). I contacted my salesperson at PPI (Rosie) when they next opened (sales and customer service is closed on the weekends); explained the issue with the engine; sent both a picture and a video of the damage. After several days asking for a response, I received a cryptic email indicating a new engine would be needed, with the following: "Claim #: ****** – ETA would be 7-10 after 1/10/24." I sought clarity from PPI, as this information is not very informative: 7-10 what? 7 - 10 pm? 7 - 10 days? Also, I had requested to be advised on what to do with the defective engine, and did not receive a response. I tried calling again today, and after a brief conversation with Rosie, my sales person, I asked the call be escalated to her manager since she was not able to provide the information needed. She sent my call to voicemail.
  
  This situation has resulted in my mechanic's lift being tied up with this defective engine for a few weeks now, and is costing him money every day as he cannot use the lift for other work; meanwhile PPI won't respond on what to do with the defective engine. I'm not clear when a replacement engine will be sent; what to do with the defective engine; and reimbursement for the additional costs my mechanic is incurring with inoperable lift waiting for PPI to provide complete and sufficiently detailed information on the resolution. The reason I originally ordered the engine from PPI was the 'in stock' replacement; it is now several weeks since ordering and no engine.

  Business Response

  Date: 01/05/2024

  We are sorry to hear there was a problem with the engine shipped. We never want a customer in that position. We have reviewed the situation and the request to pickup the first engine has been made based on the customers technicians advisement. Our production team was closed for end of year inventory, but has made this their first priority. The replacement engine is being quality inspected and will then be shipped out. The tracking will be active roughly 24 hours once the carrier updates their systems. At that time, or the next business day we can certainly update with a more accurate ETA. Communication from the time of the complaint was punctual and daily with emails and phone calls as we always strive to resolve these manners efficiently with each customer.

  Business Response

  Date: 01/19/2024

  We have been more than responsive in a  timely and actionable way to this situation. We do not see how there has been a justified financial impact in regards to this situation.
  We are sorry for the concern in regards to what was delivered and based on that concern we have replaced the unit at no cost to you.
  We see no reason for your shop to charge the fees described, and unfortunately have no control on them charging the fees, that is a unique fee scenario. We work with shops nationwide and assessing charges for inspecting a part prior to install and then re-crating uncrating etc. is not a standard, and not a fee that we cover. 
  
  

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:

  
  

  I would like to reject the offer of Arbitration for complaint ID ********.  I will pursue other avenues for redress of my claim.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/18/2023

  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.

  In 7/23 I purchased a transmission from this company for a 2007 F150. The transmission was sent to my mechanic within 10days. My mech installed this transmission and once installed found out it was not working properly. I then vontacted power train products (PTP). They said they would send another transmission and that I needed to send the one that was removed back to them. My mech sent the removed trans back. When the replacement came in it was installed and the 2nd removed trans was sent back (9/19/23)According to their warranty I am due a prorated installation refund of $450.00 which should’ve been sent to me within 30days. I haven’t received a dime and I get only delay from them. They don’t have a customer service and the warranty department keeps saying they are processing my refund. Please help to retrieve my refund. I looked at customer ratings recently and many customers are complaining of the same thing. Thanks for your help.

  Business Response

  Date: 12/19/2023

  We have been communicating with the customer, we are honoring and have committed to reimbursement as previously explained to the customer. The warranty reimburses as soon as possible but typically within the 90day period that was also prior discussed with the customer.