Complaints

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:08/04/2022

  Type:Billing 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.

  On 23 August 2021, I purchased a remanufactured transfer case for my 2015 BMW X5 for the price of $2,443.89. Go Powertrain's policy states upon installation of the remanufactured part the old part must be returned. I scheduled the return however I cancelled it because the pre made *** mailing label did not match Go Powertrain's company name or address. I called Go Powertrain to explain why the pickup was cancelled. They told me a new shipping label will be created and the carrier would pickup the item directly from vehicle repair shop (it could not be picked up at my residence). At this point I was told the matter was taken care of. However in June 2022 I received an email from Go Powertrain inquiring about the return of the transfer case. I explained to them I thought the item was picked up based on their last instructions. I called the auto shop to inquire about the part and was told it was never picked up. They further explained after of months of the part just sitting there, they relocated their business to a new location and the transfer case along with other parts were scrapped instead of relocated. I relayed this information to Go Powertrain and explained the error occurred on their end because the shipping return label was never completed. Now on 4 August 2022 I received a letter from Go Powertrain's accounting department stating I must pay $1,000 for not returning the transfer case or my file will be turned over to a collection agency. I have once explained to Go Powertrain that I did what I was instructed to do and there are telephone calls and emails to validate my case. The failure was caused by their own internal staff for not following through with the return shipping label. I asked them to check their records before prejudging. Right now they are still requiring the $1,000.

  

  Business Response

  Date: 08/05/2022

  Mr ******We do not record phone calls so we do not have all the records you requested. There is fault to be placed with all parties involved for this core not being returned. We will absorb the $1000 core charge at Go Powertrain charged by the manufacturer. By using the prepaid label on the part this all could have been avoided but we understand you assumed your shop had handled the core return. We made multiple points of contact to try and secure the core but never had success from the shop. Consider this matter resolved. 

  Customer Answer

  Date: 08/05/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******