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:06/14/2023

  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.

  in March of 2023 I purchased a remanufactured transmission from Powertrain products from here on referred to as PTP for the sum of $2460.00. it arrived on time. I had a very reputable shop install the transmission. the repair bill was $1260.00. The transmission didn't last 40 miles and I had to have it towed back to the repair shop. After 3 weeks of going back and forth with PTP they agreed to ship another transmission. It is installed immediately. It took another 2 weeks for PTP to pick up the bad transmission and another 30 days to examine it. Again the repair bill was $1260.00. Now PTP only wants to reimburse me $580.00 for the warranty work, allowing 8hrs for work, $25.00 for fluid and nothing for new gaskets or transflush. After arguing with them I finally got them to $625.00 which leaves a difference of $ 635.00. So they covered less than half of the cost of the warranty repair. There for it's not a full parts and labor warranty as they advertise.

  Business Response

  Date: 06/15/2023

  We are sorry that the customer experienced an issue with the product. We offer a limited warranty that is discussed at time of purchase, and is posted on our website to enable all customers to see what we cover and how it is calculated. It seems that the warranty sent out a replacement for the product that gave them problems and we are working towards a warranty claim payment under our stated warranty. We are honoring the warranty according to the terms.

• Initial Complaint

  Date:05/08/2023

  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.

  On March 16th I bought a Powertrain transmission through ****** ***** ************* for $5,500 that came with a 5 year warranty. 3 days after the transmission was installed and I received the vehicle back, the transmission broke (on 4/10). I spent $280 on a tow bill to get my truck towed back to ****** ***** because of the faulty transmission. Between 4/10-4/28 ****** ***** was working with Powertrain to follow their instructions on fixing it to keep the transmission covered under warranty. The entire time working together Powertrain was slow to respond, specifically an employee named Dan. On 4/13 I spoke to Dan who said that Powertrain would cover a portion of the tow bill and a portion of a rental. 4/17 I received a rental vehicle because I was without a truck since 3/16 and needed transportation. On 4/24 I called Powertrain asking why my transmission was taking so long and expressed concern about the cost of a rental and the tow bill being a financial burden. THEY INSTRUCTED ME NOT TO RETURN THE RENTAL. On 5/3 ****** ***** informed me that my truck was completed and needed Powertrain to release it. My truck was not released until 5/5 because Dan forgot to check his email. I have called and sent multiple emails (4/26, 4/28, 5/4, and 5/5) regarding reimbursement with no response from Powertrain. I have a $260 tow bill and a $70 a day rental from 4/17-5/5 that I have not been reimbursed for at all and cannot get a response from Powertrain.

  Business Response

  Date: 05/11/2023

  We are supporting this warranty claim direct with our customer who is the installing shop, they have communicated direct with us. This style transmission requires a computer program at time of install in order to properly work with in the vehicle and the modules. The shop must provide that code to us in order to move a claim forward - the reason is that we cant verify the transmission is installed fully until that code is given to us. We worked with this shop diligently to obtain the code that they could not provide. We communicated directly with them and even contact their contracted programmer in order to assist too. After working with the installer and even another technical group to help we were able to move the claim forward and determine a replacement was needed. At no time did we delay. We worked with the shop to gather the needed information that they could not provide direct to us. Together the shop and us provided a replacement for this customer, explained the rental coverages, the limitations of that coverage, the warranty etc.
  

  Business Response

  Date: 05/16/2023

  We have prior responded to this complaint with how we are working with our direct customer to support the warranty within the limitations of the warranty and have also responded to the prior statement that an employee gave instructions on how to handle a rental car contract that does not involve our company- an action we did not take. We have been in communication with this customer multiple times here and in our warranty department.
  

   

  Customer Answer

  Date: 05/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As previously stated and previously sent email documentation, I spoke to Caitlin on 4/26 regarding poor customer service, rental difficulties, and guidance on a rental. Please confirm with her. Also attaching another email showing poor customer response. Had to send another follow up email 6 days after the original email to receive a response regarding conformation of receiving the receipts for tow bill and rental bill. Also asked Caitlin to confirm our conversation on 4/26 in that email 3 days ago with no response again. I will continue to contact Powertrain through the Better Business Bureau since they seem to respond more timely to them then to their customer.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:04/06/2023

  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 NOV of 2021, we purchased an engine from Powertrain Products Inc. Though very late, the engine arrived and was installed after the holidays. I immediately noticed the performance and handling was odd, so I reached out to Powertrain.
  We were told the engine needed to be broken similar to wearing a shoe. That seemed possible, and I continued driving it. Months later, the vehicle had a loud sound coming from the engine. I took it to the mechanic shop who installed it, and they addressed Powertrain directly. Eventually, the shop said it's impossible to get through via phone call, so we took on the task to calling. There were no less than 15 attempts, and finally the call was answered, we then sensed this would be difficult, and so it was. Promises of returnd call left me frustrated enough to begin my search for the owner of the company. He eventually phoned, but was no longer reachable after the promise to take care of the issue.
  After attempting to be the buffer between the repair shop and Powertrain, the mechanic advised he will no longer assist, as he had put too many hours of his workday trying to communicate. He suggested seeking legal assistance.
  Meanwhile, the vehicle stopped several times, but this time, Jan 2023, the vehicle shutoff abruptly and the wheel stiffened immediately. I was in danger because the vehicle is a GMC YUKON XL. The vehicle behind me swurved to avoid hitting me from behind. Thankfully, the gentleman gave aid by cautioning the other vehicles to slowdown. My vehicle started again, and I drove to the dealership for help.
  The service tech assessed, and said the vehicle should not be driven. I rented a vehicle with hopes of a quick resolution. However, it was the opposite. To date, thre vehicle is still with the dealership. Powertrain eventually agreed to replace the engine. Now they are being unreasonable in paying for the install of the replacement engine. Instead, we were told to from our pockets, over six thousand dollars. Please assist.

  Business Response

  Date: 04/10/2023

  We have reached out to this customer to open communication about this claim and the warranty coverage which is also posted online on our website for them to review at all times. We hope to assist them in understanding the warranty.

   

• Initial Complaint

  Date:03/23/2023

  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.

  Purchased engine in August of 2021 and filed warranty claim in April 2022 for oil leak. After several months of communication between the mechanical shop and PowerTrain it was determined through photos and red dye tests that the leak was from a faulty head gasket which was under warranty. I was given the choice of having the head gasket replaced or to have a new engine installed and I opted to have the engine replaced. I paid for this to be done in November 2022 under the impression that the warranty was covering a portion of the cost. I recently found out that PowerTrain was not going to honor the claim due to them stating that the engine was fine and my leak was not covered. I am amazed that a company that gave me the option to replace the gasket or another engine would opt to not cover the engine and would have had to cover the gasket replacement. You do not give a customer the option for repairs and then deny those repairs later. Very dishonest business practices. I would like for them to cover the warranty repair.

  Business Response

  Date: 03/27/2023

  This customers claim is denied, the inspection on the returned engine does not show any dye that supports the leak in the claim. However, we are working with this customer to resolve this issue. We have reached out to them today 3/27/223.

• Initial Complaint

  Date:02/21/2023

  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 purchased an engine for a 2002 Chevy Express box truck in June 2022. The engine was delivered, installed by a reputable shop, and within one week failed. Since then, my company has been trying to get Powertain to honor their warranty and send us a new engine to no avail. They do not return phone calls unless we get sneaky and calls their sales department. At this point I have spent thousands of dollars for rental truck fees, labor, and my time. Debating getting my attorney involved in the matter, but don't want to spend even more money.

  Business Response

  Date: 02/24/2023

  Ok with that given invoice # ****** I have located a customer and claim that matches this vehicle description.

  Claim opened 10/27 with basic statement of low compression and wont pass smog on 10/27

  The next update was 12/29 where we were given basic compression #'s and also updated us there were stored codes - at that time we requested leakdown #'s - shops know if you have low compression to run leakdown on the low cylinder in order to determine what is wrong & potential resolve - however, the tech did not have that info available for us. At the end of that call they were going to get the leakdown #'s and the codes and call back.

  The next update is 2/2 where the codes were shared with us and documented
  

  We can see that the shop has called in but has hung up and not waited to speak with a tech in order to move the claim forward, 2/1 sales was contacted by someone and then sales informed us they were trying to reach us; once that note was reviewed I can see an email dated 2/2 to the shop named beachfront auto - where again we requested the leakdown on the effected cylinder and again on 2/21 another email was sent to the shop and to the purchasers email. 

  We are not intentionally delaying anything, but are waiting the originally requested information. If the shop does not wish to speak on the phone then they can respond to email and email the information over to us at [email protected] - we have not seen an email response from either the purchaser on file nor the shop.

  We are happy to assist this customer once that information is given to us.
  

• Initial Complaint

  Date:02/03/2023

  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.

  I purchased an engine from this company back in October 2022. They shipped it out to my shop and the engine was installed. However when I got home that day there was a knocking and a ticking and it was not running right. For months after I kept bringing it back to my shop and they tried doing things to it to make it run properly and first start up there was major belt flap and then while driving intermittently the engine would start to shake there would be no power and it would sound like it was about to throw rod out of the side of the block. I contacted powertrain products they said, bring it to the shop. And have them diagnose it again for three weeks with a diagnosis on this engine and it turned out to have zero oil pressure once the engine heated up and continued belt slap or chain slap all of this coming from the driver side of the engine after three weeks they said OK we’re gonna send you a new engine and we sent the old one back. That was on October 24 when I brought it back in for the diagnostic and the new second engine replacement we sent the faulty engine back and after 30 days of waiting they told me that they checked out the engine and it checked out all fine and there’s no problem and that they are not going to be paying the labor to install the second engine, I find this ridiculous as I have not gotten any return calls back from this company in the past three months. I’ve also tried to contact the regional manager of the company Ronnie L***** again to no avail no return phone call in the past three months I call every day to very short and non-compassionate ears. As I see on Better Business Bureau, they have many accounts of similar situation’s occurring something needs to be done. They’ve never emailed me a report as to the findings. I can’t talk to anybody about them even paying a partial payment of the labor. Very poor follow-through, and very poor customer service who knows if they even evaluating my specific engine that got returned. I don’t trust them any longer. Invoice # ******

  Business Response

  Date: 02/06/2023

  We are sorry to hear that the customer has lost trust in us. We have replaced the engine against his complaint that there was an issue but upon inspection of the returned engine there was not a build defect. In fact there was not anything wrong. We have not charged for the replacement engine, but we cannot pay labor coverage for an engine that did not need to be replaced. If requested the inspection would be sent and we can absolutely send it out to this customer, if that was a request prior and we missed that then we do apologize.The inspection will be emailed today 2/6/2023 before the end of the business day.

   

   

   

  Customer Answer

  Date: 02/07/2023

   

  Complaint: ********
  
  I am rejecting this response because:
  Yes! They sent a new engine after they asked and had my shop diagnose that bad engine for about two weeks per their instructions. At my top rated shop I attached a video you can hear that engine knocking banging. There’s a definite chain slap on start up daly. And a constant ticking. With ZERO oil pressure when it warms up. 
  The shop diagnosed that it had zero oil pressure after the engine would heat up. Then your warranty department had them do other things to the engine to see if they can get the oil pressure back but to no avail. Then you told us the shop and myself to send the engine back and that you are sending a new one because that one is obviously messed up and something is definitely wrong with it is what the shop told me and you guys said it as well.  The day I pulled up in front of the shop they were all standing out there three of the employees and the manager of *** **** ****** in San Ramon California. This is a top rated shop. It wins shop of the year annually neat and clean and I’ve always brought my cars here. They were standing out there and saw me pull up. They heard the noise coming from the front of the engine, and they told me to shut it off immediately, because it sounded like it was going to throw a rod mind you when this engine was installed the day I got it home there was a knocking and a ticking coming from that day on I would bring it into the shop to see if there was something they can do. Without a full diagnostic, they adjusted the idle there was no codes. But still the knocking and banging continued as they told me to continue driving it and see if the banging continues. till I finally brought it in there in October 2022. This is when we started doing the diagnostics suggested buy Power Train Products. The shop was in communication and emailed the results of the testing to the your company, noting that there was no oil pressure so it’s just seems very STRANGE that you are stating that there is nothing wrong with the engine. This is how I’ve kind of been treated since I called the warranty department to notify them that there was a problem with the engine like I had done something wrong or that I was lying about what was taking place. It was as if as soon as I called, they knew right away “ status quo” that   they weren’t going to pay a dime for any of the labor, that’s how I was treated I asked for the regional manager to contact me for the THREE months that my truck had been in the shop and not one return phone call. The warranty department tells you how great their warranty is and that’s all they really do and then will kindly explain to you that you’re not getting any of the labor paid like this is a daily thing for them as I saw on Better Business Bureau they have 50 complaints in regards to their warranty process, but they will tell you that there warranty process is way better than many. Oh yes, they will especially bill in warranty. Anyway, I would like $1600 in a check sent to my home. The bill was $3800 and some change. 
  And if I don’t get it, I’m going to call 7 on your side and then I will probably handle it through legal avenues but Im hoping it doesn't have to come to that. 
  Sincerely,
  
  ***** ******
  
  

  Business Response

  Date: 02/09/2023

  We responded to the customer with the inspection details. We do stand beside the inspection. We do NOT make any assumptions on claims at any time. The returned parts themselves allows us to locate the manufacturing defect if there is one- there was not one here. The claim is unfortunately denied and we are unable to provide warranty labor coverage.

  The reference to the other warranty complaints, yes that can happen, it will happen when a customer is told something they do not like, or if we make a mistake. As one reads through all the reviews or complaints we have made mistakes and have addressed those properly with those customers. We also have attempted to respond to the other situations where customers are not seeing that there are multiple things happening here--Our product being installed by technicians, and there is also numerous other parts being placed onto the rotating assembly to make it all work that we do not provide. Any number of things can go wrong and contribute to engine failure. Misdiagnosis of the problem, external part failure, build defect. All that together sets it up for a complicated situation. That is why we do not make any judgement up front, but wait to inspect and see what the parts tell us.
  

  We sell thousands of engines a year and work to our best to help customers if they find themselves in warranty. We often agree to send a replacement engine up front at no cost to the customer, with the labor pending the approval, all of that in order to get them back up and running as quickly as possible. 
  

   

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  this is exactly what they’ve been telling me and how they’ve been treating me since day one like I said they knew from day one they weren’t going to pay any of this labor no matter what and now they’ve made sure of it. I bought a five year warranty what good is that? If you’re just going to send an engine right away without your FULL INSPECTION. What’s the warranty needed for then? Why was I told that I should purchase it?

  I also bought a parts package from these people. New water pump needed to be installed on the second engine and I had to pay for that as well $600 when it was part of the parts package. And if you read about the warranty nowhere in there, does it specify 30 day wait period for full engine inspection. 
  

   When people buy a warranty, it is assumed that you will make them whore if something goes wrong, but not in this case, I could not even get a phone call back from the regional manager and now we know why. People were telling me to get an attorney halfway through this process and I kept having faith that the right thing would be done. Obviously this company is not going to pay anymore money. However, I did request $1600 check mailed to my home. 
  So then it is assumed by this company that the shop my shop that did the work did something wrong, and or I was lying about the engine being bad in the first place. Which is just not the case so I will have to take this further down the road. 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/04/2023

  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.

  Purchased a motor from Powertrain Products inc on August 28,2020. On September 1 2022 the motor I purchased from the company locked up on me while traveling on the highway. After receiving another motor from the company in a warranty claim and sending the defective motor back it's been a problem receiving my warranty repair payment for the labor cost. The mechanic who did the repairs along with I have been in a back a fourth debate with the company warranty department about the claim payment. It's has been close to two and a half months and no pay has been sent to the mechanic or I. The customer service representatives have been very rude and not will to let us speak to anyone above them. We have called in several times asking the representatives that we are speaking with for different types of information and the tell us they are not authorized to repeat the same information over. Ask for their full name and they tell us that is not for them to provide to us. I'm just trying to resolve this issue as quick as possible so the mechanic who performed the service on my vehicle can receive his payment.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/10) */
  we are sorry the customer is experiencing this delay the claim inspections have been delayed for months and with out a claim approval we are not able to process a claim payment. We can see that the claim is marked urgent meaning we should see a claim determination this week. The warranty department is fully able to answer any questions that this customer has, I can assure no one is rude to customers on the phone but we are happy to update them as soon as we have an update on the claim status

• Initial Complaint

  Date:10/24/2022

  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 ordered a rebuilt engine and after driving it less than 80 miles it began knocking. After following their warranty policy I was informed the warranty did not cover the entire replacement bill. This resulted in me paying to put a defective unit in and then having to pay again to have it replaced. Now the defective unit has been at the dealership waiting to be picked up for over 30 days and Powertrain Products is refusing to reimburse any part of the claim until it is picked up. By delaying pick up an unreasonable amount of time they are intentionally causing delay in the reimbursement process. My complaint is not only did Powertrain Products send a defective unit from the beginning and refused to pay the entire replacement cost and have intentionally delayed progress of the warranty claim.
  
  -Original defective unit installed in June of 2021
  
  -Defective unit replaced on 09/22/22 (I had to wait a while to afford the cost to replace the defective unit).
  
  -Informed Powertrain Products of the completion of the replacement 09/27/22.
  
  -Informed by Powertrain Products the claim will not be paid until engine is picked up and that it still had not been picked up. 10/24/22
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/27) */
  We are not intentionally delaying a warranty claim.
  The communication for a pickup of the engine was not communicated until 10/24, the engine has been since picked up and today is 10/27.
  
  The communication log shows that we requested customer new address 9/27 (he informed us he was moving); he emailed again that he had a misfire on the Newly Replaced engine on 10/7; we asked if the defect was ready for pick up at that time, and also asked the shop to call
  10/24 customer emailed us that it was an injector issue (not a warranty part); the same day we asked if we could pick up the defect; we sent the BOL 10/24
  We are moving this warranty claim along promptly as parts are ready and communication is given to us that we can act on. We do not intentionally make delays for customers, there is no reason to do such things.

• Initial Complaint

  Date:09/25/2022

  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.

  Invoice # ******
  Invoice# *****
  Purchase a transmission from Powertrain Products Inc. $2041 Had a local shop Install it w/ cooler. Paid $723. Product lasted 5 days and 325 miles. Had it towed for $197 to shop. Took shop 2 weeks to look at it again. Found transmission failed. Powertrain took 3 more weeks to ship another one. Would only talk to shop and not the customer. Spent another $1068 for transmission replacement w/ new cooler again and troubleshooting this time as requested by powertrain. Sent bill 6 times and still haven't received, heard, got call back or any emails back. Just want my refund.
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 8, 2022/10/04) */
  We have spoken to this customer last week regarding claim status and he is aware at this time. We will also reach out to him again this week to see if he has additional questions. We can not complete a warranty claim until the inspection is completed and he is aware
  thank you,
  
  
  Consumer Response /* (3000, 10, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They never told me I had to wait. They got core shipped back on the 9-13-22 why would I have to wait for anything for a transmission that failed 5 days after receiving transmission. Still haven't received any response about all the money I'm out from the beginning. First initial install by shop, tow bill and now the second install with troubleshooting.
  
  
  Business Response /* (4000, 12, 2022/10/05) */
  We have been in communication with this customer about the claim and the process.
  Also the warranty is on the website to review at any point
  If he has further questions about status of claim payments he can reach out again. I know our team has communicated with him about this Thurs or Friday of last week

• Initial Complaint

  Date:08/05/2022

  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, Inc. In June of 2021 through my repair shop. The first engine they delivered was faulty and a replacement was immediately sent. The 2nd engine ran okay but made a ticking noise and I assumed it was due to the engine being new. Powertrain informed me that the noise should fade with break-in. I drove the vehicle normally and followed break-in procedure and scheduled oil changes but the noise never faded. The shop informed me that I should probably get a new engine. I did purchase the 7 year Warranty from Powertrain for 7 years or 1,000,000 miles with the PureCare option. On March 31st 2022 ( May have been the 28th ) I took vehicle to a different repair facility certified to perform engine diagnostics and repairs. They checked out the noise and found it to be an internal engine issue, so we contacted Powertrain to set up a claim. I took a rental car reservation with Enterprise as my truck is my only vehicle. The shop suggested that Powertrain send a replacement engine but Powertrain said they believe it could be fixed as the noise was on the "top end". Over the next TWO MONTHS, I called Powertrain several times a week and stayed in touch with my shop for updates. Powertrain sent three or four faulty heads and on June 7th they decided to just send a whole new engine. The engine could have been fixed, per the shop. The new (my THIRD) engine arrived at shop at the end of June and was installed successfully and so far it runs great with no mechanical issues. My problem now are my rental car expenses which total about $3,600 and the repair cost of about $5,000. I paid the shop myself for part of the work and the shop and I are STILL trying to get reimbursement for the rest of it. It is now AUGUST!! I call and am told someone will call back... they never do. I am told "we'll take care of you" and then am left hanging. I expect FULL reimbursement of rental and costs to diagnose, repair, RnR.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/09) */
  We will reach out to the customer to see if we can come to a resolution but the customer is asking for coverage beyond what is stated within the warranty
  
  
  Consumer Response /* (3000, 7, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like Powertrain to actually make contact with me, not just "reach out". I would like someone with payment or claims approval authority to actually contact me, as I have lost trust, having been told that "we will contact you" and I have not been contacted about this. I understand that the car rental payment would be extra-contractual, but I am willing to discuss what Powertrain can do to help me with that cost. What is NOT extra-contractual is being reimbursed for the cost of inspection and tear down that Powertrain authorized. They paid my shop for replacement of one of the heads, but not the labor to tear down and inspect for damage. I am also expecting to be reimbursed for the R&R of the engine, which was also authorized by Powertrain. I was told that diagnostic labor charges and R&R would be covered, and am expecting reimbursement for those charges. Powertrain has those invoices. I would like to go over the shop's invoices in detail with someone on the phone so I am clear on what is being covered. I am willing to work with Powertrain to a resolution, as I am not seeking to cast the company in a bad light, but I am disappointed that I had to file a BBB complaint to get them to talk to me. The shop is also willing to talk to explain charges, if necessary. I would prefer a phone call followed up by en email outlining what specifically is being paid for. I will consider this issue resolved once I have reached a satisfactory agreement with Powertrain.
  
  
  Business Response /* (4000, 11, 2022/08/17) */
  We are in discussion with this customer
  
  Consumer Response /* (3000, 19, 2022/09/12) */
  I have lost contact with the Company again. Not sure if they are just overwhelmed but we have not finalized things yet and I have not received any reply to my recent calls or email.
  
  
  Business Response /* (4000, 23, 2022/09/19) */
  Contact this customer this is an error we have been in contact