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:07/18/2024

  Type:Service or Repair 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.

  There are two defective cylinders on the engine. It is under warranty and was initially installed at the **** ***** **** **** ****** at **** ***** **** ** ,Alb NM 87120 where our vehicle is still waiting to be repaired. We are having difficulty getting the issue resolved. We opened a claim in April to get it resolved but nothing has been resolved. Powertrain reps are hard to get a hold of let alone the same person to talk to about the same issue.

  Business Response

  Date: 07/22/2024

  
  Our warranty team has been in contact with both the shop and the customer. We are currently awaiting the necessary information from the shop in order to proceed.

  Customer Answer

  Date: 07/22/2024

  Thank you for the update on our complaint. Upon reviewing response, we telephoned **** ***** **** and spoke with associate ******* on Monday July 22,2024 @ 11:05 a.m. He informed us that they have given Powertrain the information they requested.   

  Business Response

  Date: 07/29/2024

  One of our warranty technicians contacted the shop today. Currently, the shop does not have the necessary information needed to determine the next steps for this claim. They will work on obtaining this information and will reach out to our technician once it is available.

  Customer Answer

  Date: 07/29/2024

  
  
  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:07/18/2024

  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.

  July of last year I had ordered a rebuilt engine from this company, I paid around 4,500 dollars for the engine and no fault warranty. The first engine they sent was not in working order, my mechanic and I filed a warranty claim and they had sent out a new engine. This one came with bad parts, so my mechanic and I filed another warranty claim. The company sent out new parts to replace the damaged ones, which the new parts they sent to replace the damaged ones were also bad. All this time, the company had not paid the warranty claims, and wouldn’t even pay the full amount. I have put forward 3,900 extra dollars towards my mechanic so they can be paid. I have called Powertrain Products continuously for months, asking to be reimbursed for the warranty claims they were supposed to pay. They continue to tell me that “It’s on its way” or “we have elevated your claim, it should be a few more days”.

  Business Response

  Date: 07/18/2024

  We have reviewed the customer's account. The warranty reimbursement for the replacement engine was mailed to the address provided by the customer.
  For the second claim, we have supplied a return label for the suspected defective parts. However, we have not yet received these parts, which is necessary for us to proceed with this claim.

  Business Response

  Date: 07/22/2024

  We have spoken with the customer and provided this information. 

• Initial Complaint

  Date:07/09/2024

  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.

  Forced unnecessary diagnosis costs and further delayed repair process up to 4 months. Once core was received they failed to make payment of warranty labor of 16 hours at 70$ per/hrs. Additional labor for diagnosis cost over 1,000$.

  Business Response

  Date: 07/09/2024

  Our warranty technicians have reviewed the denied claim and the findings with the customer via phone. We have honored the warranty by providing a replacement engine at no additional cost and covering the freight charges. According to the warranty, labor for manufacturing build defects is reimbursed. All reimbursements are pending inspection, as detailed in the attached warranty document. Please note that labor on denied claims is not paid out. The customer's engine failure was due to hydro-locking, not a manufacturing defect, resulting in a denied claim. The inspection report has been provided to the customer via email.

• Initial Complaint

  Date:07/01/2024

  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.

  In November of 2023 I purchased a replacement Engine for my Dodge Charger. I have attached the invoice for this purchase. I paid my mechanic $2400 to do the install of the engine. That engine failed at about 1500 miles. After months of back and forth with them they finally agreed to send a replacement after a strongly worded email. Prior to that they had my mechanic attempt several different repairs which I paid for, and have submitted to them for reimbursement, but to date have not been reimbursed. Second engine arrives and I pay my mechanic again for the install. We got about about 500 miles down the road and this engine started having mechanical issues related to the crank and cam shaft timing. I have essentially lost 6 months of use of this car, and now they have gone radio silent on me. Attached along with invoices is a letter I sent in on May 19th to which no response has been made to me.

  Business Response

  Date: 07/03/2024

  We have reviewed the claims and are honoring the customer's warranty. For reference, the warranty document is attached.
  Currently, we have an open claim for a suspected defect in the replacement engine provided by Powertrain Products Inc. (PPI). We are more than happy to assist, we are currently waiting to receive additional information from the customer and their shop in order to move forward with this claim.

  Customer Answer

  Date: 07/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  There is still no payment action on the previous warranty claim labor charges.  How can I authorize further shop labor action on the current claim when I have not be paid for the labor of the previous claim?  As previously stated,  why am I even having to have work done, now for a second time on a second engine,  with less than 500 miles on it?  Do you have a preferred shop that you would like to pay to have the car towed to that you would work with and pay directly for the repairs?  I am not opposed to that possibility at this point.
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 07/16/2024

  At this time our warranty team has left a voicemail and emailed the customer to review his claims. 

• Initial Complaint

  Date:06/04/2024

  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.

  We bought an engine from powertrain products inc with extended warranty. The truck is in the shop now we contacted powertrain products when we had it towed in. As did the mechanic. In the process powertrain products changed their number and did not respond to the mechanics email. Then they requested all new pics and videos like we started all over from new I found a new number and contacted them they said they would let me know back on may 29 again no response. The mechanic reached out again on June 3 again no response it is the head gasket which is installed powertrain products inc. we have been with out a truck for a month

  Business Response

  Date: 06/05/2024

  The phone number for Powertrain Products remains unchanged. You can find it both on the internet and on our website; it is 888-842-0023.
  Our warranty technicians have been in successful communication with the mechanic at the shop via email, gathering the necessary information to proceed with the warranty claim.

  Customer Answer

  Date: 06/10/2024

  They did agree to send a new engine but they won’t pay to fix it until we send the engine back and wait 30-45 days later that seems a bit excessive when they said their engine was defective. The mechanic won’t release my truck til paid in full I have no problem paying but seeing how I had to file this to get them to stand behind their warranty I need them to pay for their work too. That’s what it says in that warranty. The warranty place says they cover 16.2 hrs of labor and the mechanic says according to the book and the truck and motor it should cover 24.2 hrs I just want it paid for like the warranty says and not have to open another claim

  Business Response

  Date: 06/12/2024

  Please find attached a copy of our warranty for your reference. As outlined in the written warranty, Powertrain Products Inc. reserves the right to inspect any and all products prior to issuing reimbursement.
  We provide a replacement engine shipped to the customer's chosen location at no charge. In return, we require the suspect defective engine to be sent back to us for inspection to verify if it is indeed a build defect before proceeding with reimbursement.

  Business Response

  Date: 06/20/2024

  We understand the customer does not agree with our response, but as stated before this is our warranty process.  Powertrain Products Inc. reserves the right to inspect any and all products prior to issuing reimbursement.

• Initial Complaint

  Date:06/03/2024

  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 purchased the motor from them and initially paid for the core because I didn't know how shipping would work from the auto shop my truck was at. The motor was dropped off at *** **** ****** in Kennewick WA.
  I went ahead and scheduled the pickup of the core after some thought and spoke to the owners of *** **** ****** to let them know powertrain products would be coming by to pick up core.
  I called the business after everything was done and they got my core. I should be getting a refund after.
  The woman I spoke to on the phone said I would be getting one in the mail 7-10 business days. A few weeks later no refund. I called back. They apparently never sent a refund. So she said she would be sending one. A month passed and still no refund. I called back and they said no refund was sent. So I emailed them more than a week ago. No response.
  I left them a review through email hoping to hear anything. And still haven't heard anything. I just want my refund!
  It's now May 31. I purchased the motor in March. If you read the reviews of this company, it's happening to a lot of people.

  Business Response

  Date: 06/03/2024

  The refund for the core was issued back in April to the credit card he used at the time of purchase. We have attempted to reach out to the customer to update him with this information. 

  Customer Answer

  Date: 06/03/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I was expecting a check because that is what I was told and when I didn't hear back from Powertrain products, I thought I was being ignored. 

  I see it was processed according to my bank statements in April so I am okay with that. 

  Sorry for the misunderstanding. I will be following up with a more positive review for you. Thank you.
  
  
  
  Sincerely, 
  
  
  
  ********* ***

• Initial Complaint

  Date:06/03/2024

  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 purchased a remanufactured engine from Powertrain Products, Inc with a 5 Year Warranty on 10/25/22. It began leaking oil around 1/22/24 in 2 different places. The rear main seal and oil pan gasket were both leaking. They required us to put dye in the system and take numerous pictures to prove to them it was leaking, which we did. We provided all the information they requested and they "accepted" the information on 2/23/24.
  I called a week later on 3/1/24 to check on the status of the claim. They said it was still processing and were told it could take 30 days to process. I called back again on 3/11/24 and they explained that it was still processing and they added my name to a call list to receive updates (Nobody ever called with updates, Not once) I called back again on 3/21/24 after not hearing from anyone and they said it was still processing and I was given incorrect information and it could take up to 90 days to process. (which would be 5/23/2024) Again, after not hearing from them I called them on 4/10/24 and they supposedly escalated the claim for faster processing. I also left a message for a manager who never returned my call. I called again on 4/17/24 and left another message for a manager, again no return call. I called yet again on 5/2/24 and finally got some more information about the amount they would pay for the claim. They originally were not trying to pay for the oil pan gasket job because they said it was included with the rear main seal? After much debate they finally realized they were wrong and agreed to make adjustments to pay a portion of that job at least. I called back 5/9/24 and inquired about the adjustments and claim They were supposed to return my call in 1-2 hrs. They never did. I called again on 5/23/24 (90 days) and I was told a check was mailed on 5/22/24. On 5/30/24 we still had not received the check so I called again and was told it is still processing and it was never mailed. We are now past the 90 days and still not paid

  Business Response

  Date: 06/03/2024

  We have spoken with the customer, and have provided her with the warranty reimbursement information for her claim.

• Initial Complaint

  Date:05/21/2024

  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.

  First reman transmission purchased 8/2019 lasted 40k miles warranty replacement lasted 91 miles torgue converter went out afford paying 1245.90 for install on 2/8/24 The 3rd transmission for my Jeep after 744 miles after paying 1,396.06 on 5/9/24.
  
  My Jeep sat waiting on Powertrain products to approve the warranty from 10/2023 until May 2024 mines the 91 miles I had it back in February. Powertrain products wants to keep doing the same process under warranty send pics of fluid send pic of mileage wait for their approval while my vehicle just sits and rusts. Not to mention the money spent on insurance while it just sits at the shop.
  
  The resolution I would like to see is a refund for the labor I paid to install their product that did not last, and for Powertrain to pay the transmission shop to rebuild my transmission vs allow them to continue to send subpar transmissions that do not last.

  Business Response

  Date: 05/23/2024

  We place great emphasis on the reliability and performance
  of our products, and we understand the importance of ensuring customer
  satisfaction. We are committed to assisting the customer in resolving the
  current issue promptly and effectively through the warranty provided.
  To facilitate this process, we do request some information
  that will aid us in determining the most appropriate course of action to get their
  vehicle back on the road and operating smoothly. It is also essential for us to
  ascertain whether any additional components may be contributing to the issues they
  are experiencing.
  When providing this information, it will assist us in
  identifying the root cause of the problem and implementing the necessary
  measures to address it effectively. We are dedicated to helping our customers
  to achieve a satisfactory resolution and ensuring that their vehicle operates
  at its optimal performance.
  We are here to support every step of the way during the
  claim process and are committed to providing the assistance needed to resolve
  this matter satisfactorily.

  Customer Answer

  Date: 05/23/2024

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

  It does not provide a detailed resolution to the complaint filed.    
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 05/29/2024

  We have honored our warranty commitment and remain dedicated to doing so and supporting our customer. A claim has been opened for the customer, and we are currently awaiting updates to proceed further so we can resolve this matter promptly. 

• Initial Complaint

  Date:05/09/2024

  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.

  Purchased a remanufactured engine for my 2011 Silverado on Sept. 28, 2023. It was delivered Oct. 13, 2024 and installed over the weekend. I immediately noticed some tapping in the lower part of the engine internally with a miss that shook the truck at idle. Jan. 4, 2024 I emailed them about the worsening condition. PPI informed me to take the vehicle to a licensed service shop, I chose the nearest dealership. Audio/video of the knocking was sent to PPI and they ordered more tests that I had to pay for. Service dept. found loose wrist pins at the crank. I had to rent a vehicle for 5 weeks ($2500). Mar. 27, 2024 another remanufactured engine was sent to the dealership service dept. April 4, 2024 I picked up truck with the second engine installed (paid the service dept. for the R&R ($4,910.25). The next day, the engine had a catastrophic failure and broke piston rods, sensors, spark plugs, and the block with chunks of metal in the oil pan. I had to be towed back to the service dept. ($96) and contacted PPI again...they never returned my calls for the next step, I called them back every 3 days or so. After the "No Call" for the 4th time, I decided to install a GM crate motor and havent had any issues with the truck; operating like new. That cost me another ($11,730.25 including the additional damages caused by the second defective engine). The same day I picked up my truck (April 24, 2024) from the service dept., I got an email from PPI stating they want me to call because they have another replacement ready to send. I responded back with "You can keep your replacement engine, I no longer need it." All the trial and error attempts with their engines has cost me well over $15,000 and all they can offer is $1,300. I told them this was not a warranty issue but a negligence issue and a breech of contract. As of May 4, 2024, I still havent got a reimbursement, refund, or an apology.

  Business Response

  Date: 05/14/2024

  We are sorry for the inconvenience caused by the engine
  failure experienced by the customer. It is our utmost priority to stand by our
  products and honor our commitments as outlined in the warranty provided at the
  time of sale.
  Warranties serve as a vital assurance mechanism, and we take
  great pride in offering them to our valued customers. Attached, is a copy of
  the Powertrain Products warranty, which was also provided upon the registration
  of the warranty.
  In line with our commitment to customer satisfaction, we
  dispatched a replacement engine to the customer at no additional cost. However,
  upon receiving reports of a suspected defect in the replacement engine, it
  became imperative for us to conduct a thorough inspection of the previous
  engine to locate the root cause of the failure before releasing another
  replacement engine.
  Upon receiving the findings from the inspection, we reached
  out to the customer to initiate the process for another replacement.
  Regrettably, at this juncture, the customer informed us that they no longer
  required the replacement engine. Regarding reimbursement, it typically occurs
  within the 90-day period previously discussed with the customer.

  Customer Answer

  Date: 05/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I gladly received your 2nd replacement motor which exploded the very next day. I cannot keep paying the service department to "trial and error" your defective engines. I've been defrauded twice now by you and I refuse to pay another installation fee for the 3rd time. Since all you are offering is a measly $1300.00 and $25 for fluids. That may buy 2 quarts of oil and the reimbursement only paid for a portion of the cost afforded to me. How many times am I supposed to give you a chance. I tried, you failed not once, but twice. You should be accountable for the suffering this has impacted my finances and time. You do not own up to your mistakes, which makes you a terrible company. I wish I would have looked at all you bad reports through BBB before I made a decision to be hornswaggled by your company.

  I noticed your response only mentioned one engine. I paid the dealership for a new crate motor and installation and paid for the other damages your exploding motor caused ($1200). My truck is now running smooth with no problems whatsoever which proves that nothing is deficient with the vehicle.Those extra tests you required, I also paid for. At least the dealership will honor a reputable warranty if needed.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:04/22/2024

  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.

  Do not buy from this company!!! I purchased a 5.7 Hemi engine from Powertrain Products for my 2014 Ram 1500. I was enticed by the idea of a 7 year warranty. I purchased a complete engine so that I didn't have to worry about any issues with how it was assembled. Just 20 miles after install the new engine grenaded itself sending a connecting rod thru the side of the block and metal throughout the engine. I spoke with their warranty department and was told to take the truck to a mechanic of my choosing to have it repaired. After waiting four months for a replacement engine where I was without my daily driver and being told it will ship next week several times the new engine finally arrived. When the rod went thru the block it also damaged the starter, motor mount, oil pan and a dust cover. Powertrain Products refuses to cover any of these costs saying they are not part of the engine that they sold me but there was nothing wrong with those parts until their junk product destroyed itself. I was happy to think that I would have a vehicle that I wouldn't have to worry about the engine for 7 years but now I see that not only are their products junk but their warranty is also not worth the paper it is written on. All I would like to come from this is for Powertrain Products to pay the full amount that was needed to repair my vehicle for the damage caused by their engine.

  Business Response

  Date: 04/30/2024

  The reimbursement provided in connection with the recent
  warranty claim was processed as a gesture of goodwill, even though the failure of the engine was not due to a manufacturing build defect.
  We supplied a new engine to the customer at no charge and
  reimbursed them for the associated labor costs, in accordance with the terms
  and conditions of our warranty. This was done as a goodwill measure to
  demonstrate our dedication to customer care.