Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  HORRIBLE CUSTOMER SERVICE!! Having an issue with a warranty claim , but cannot get anyone to return a call or emaill or provide anyone else to talk to to help figure anything out. What good is paying for an extra warranty if you cant get anyone to talk to you about it when you need it????

  Business response

  02/05/2025

  Our warranty technicians have attempted to contact the customer at the provided number but have been unsuccessful. We were able to reach the shop and were informed that Mr. ********* will be unavailable until Monday. We will follow up at that time.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 12/14/2023 we paid for a remanufactured engine & paid for the 5-year warranty. total was $5,196.50. On 1/22/2024 the engine was installed. The truck had 197,503 miles on it, at 198,021 we had our first oil change done per new install instructions. We told them it was making a little noise; they looked but could not find anything wrong. At 198,804 it got so bad that we could not drive it, it was stalling and making lots of noise at the top & bottom of engine. Called Powertrain products, talked to Dann. He told us to take it to a shop & let him know what they say. We took it to Steens & they said it appears to be the cam phaser & something at bottom side of engine. They refused to open the engine because it was new & only has about 1,300 miles on it & was told to ask for a replacement. Dann from powertrain said I needed to take it to another shop. So we did, Ford charged us $155. 70 out of pocket just to look. They said the same thing, that it might be the cam phaser but also a rod knocking at the bottom of the engine. They refused to work on it and said it was a faulty engine and that I needed to call and have a replacement sent. I called Powertrain, talked to Dann and asked if they will cover this because it was a faulty engine from the start and nothing we did. He said no that they do not offer any warranty on the engines and that the only warranty they have is the one you pay for at time of sale. At this time, he finely sent a replacement engine to the shop, and when the work was done and old unit sent back, they would send me a check but only at $75.00 an hour up to 16 hours, so a max of $1,200.00. The shop got the replacement engine and installed it on 8/5/24 a cost of $3,418.50. So now with this and the inspection cost I'm out $3,575.00. I should not have to pay because the engine was bad from the start. It's been months and have made many calls about getting my $1,200.00. All I get every time is that it was approved and being processed.

  Business response

  02/03/2025

  The warranty reimbursement for this claim has been processed and mailed to the customer.

  Customer response

  02/07/2025

  
  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

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a replacement transmission installed at our local **** dealership in May 2024. We paid for both the 5 year Promise Warranty and the No Fault Warranty at the time of purchase. The first transmission supplied failed on the drive home. It was removed and shipped back to Powertrain. The replacement transmission was received and installed again by ****. We paid for both installs and are owed those expenses under the warranty coverage. Powertrain has not disputed this with us and told us reimbursement would be within 90 days. We're still waiting. We expect this is covered under the 5 year Promise Warranty since the first transmission was inoperable when installed.

  Business response

  01/31/2025

  The reimbursement for this claim has been processed in full in accordance with the warranty's written guidelines and has been mailed to the customer's address.

  Customer response

  01/31/2025

  
  Complaint: ********
  
  I am rejecting this response because no check has been received to date. We are still waiting. The "check is in the mail" response is inadequate.  If it is truly "in the mail", when was it sent?

  Sincerely,
  
  ******* ********

  Customer response

  02/06/2025

  We received a check in the mail from PowerTrain for $1,675 today (9 months after we had submitted the claim).  There was no explanation for the amount included with the check.  We were expecting the total cost of the reinstall of the transmission, $2,090 (see **** invoice image submitted with complaint).

  I would like to know how this amount was determined and under which warranty they paid this out.

  Thanks,

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

  Business response

  02/10/2025

  Before sending the replacement, our warranty technician reviewed the labor, coverage, and diagnostic allotment with the customer. The technician confirmed that the warranty covers 9 hours by the book (AllData) for transmission removal and replacement at a rate of up to $150 per hour, along with 2 hours of diagnostics and a $25 allowance for shop supplies. Attached are copies of the warranties and a detailed breakdown of the coverage.

  Customer response

  02/12/2025

  
  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.

  Thank you for the BBB efforts in resolving this matter.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I'm contacting the bbb agian about a transmission I purchased from powertrain products. I thought I had resolved after I involved bbb the first time on this unit. But no this company doesn't care about consumer or hold up to thier warranty as I paid for. I got other transmission the owed after I contact bbb last time i had it installed it at a shop an sent repair bill in June 2024 have email I sent them along with photo of transmission leaking an nothing was done. I've called 4 5 times now an. They all say they started a claim but everytime I check back nothing has been done. An then all they say it's processing on check an they will call. It doesn't take 7 months to process. Even says in warranty. They sent a defective item agian with leaks. They need to pay full amount to have issues fixed the torque convertor seal is also leaking now. Or send a unit that has 0 issues as it should for beginning an pay full amount of repair bill for the defective item. The transmission build shop they use is responsible an can pay all future cost. I'm tired of run around with this company an lies. Then send you to voicemsmail an never return my call. Last time I used bbb for same unit magically I got answers. Hope bbb resolves it. Thank you

  Business response

  01/27/2025

  The claim has been paid in full under the written guidelines of our warranty. The warranty reimbursement has been issued and mailed to the address the customer has on file.

  Customer response

  01/27/2025

  Hi they are  telling lies. I never got a check unless they magically just sent it out now that I contacted  the bbb on them.  They didn't hold up to thier  warranty in timely manner  either.  They also sent another transmission that leaks  an now expect it to cost me money agian for thier ignorant this now is the 3 or 4th transmission. I contacted the bbb last time on them about  same transmission only way got answers was I had to contact bbb. They need to pay full amount to repair  this transmission  or send one with 0 issues. Can't.  Be sending faulty   equipment out then expect consumer pay for it an be without thier transportation. People should know how  they treat people an what they are buying .  I've read lots of issues with them should be shut down.

  Business response

  01/28/2025

  We are uncertain how to proceed with this rejection, as the claim has been paid in full in accordance with the written guidelines of our warranty.

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In April of 2019, I had a local mechanic install a remanufactured engine from Powertrain Products. Powertrain Products provided a 5 year, unlimited mileage warranty on the engine. In September of 2024, I had an issue with the spark plug popping out of one cylinder. I took the vehicle to the same shop that installed the engine and them attempted to repair the spark plug but, within days of picking it up (late September), the same problem occurred again. I returned the truck to the shop in early October and they discovered a compression issue on the cylinder. Since that time Powertrain Products has requested that the shop perform multiple test to try to prove other issues with the engine. However, every time my shop perform the test to prove that the problem is with the engine not installation or maintenance, Powertrain Products requests another test that returns the same result. It is now late January, I have been without make truck for almost 3 months and the shop is also wasting time, money and shop space to comply with Powertrain Products' requests. The shop performing the work is H***** * **** ****** ** ********* ***** ** ** *************

  Business response

  01/22/2025

  We requested the leakdown test results on November 25, 2024, the day the claim was opened, and followed up on December 3, 2024, and December 10, 2024. These results are necessary to proceed with the claim and determine the appropriate next steps for resolution. The shop, as our direct customer, has been informed of the required diagnostics.

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought an engine from Powertrain Products about 1.5 years ago, because of the amazing warranty they claim they have. The engine I bought currently only has about 20,000 miles on it. Recently the car started acting up. I brought it to my mechanic and was told it was a timing chain issue. Contacted Powertrain Products and they are refusing to do anything about the faulty engine, Claiming the car over heated. The car never overheated. Any problem with the engine was a result of the faulty engine they sold me. It is not a trustworthy business. Very disappointed in this company.

  Business response

  01/22/2025

  We worked with the customer to initiate a warranty claim and began gathering the necessary diagnostics to determine the appropriate next steps. During this process, the shop provided photos of the heat tabs, which indicated that the engine had overheated. Our warranty technician contacted the customer to explain that the issue is not covered under warranty, as it is not related to a build defect. For reference, we have attached a copy of the customer’s warranty, which outlines that overheating is not covered.

  Customer response

  01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because: The engine was faulty which caused the overheating issue.  Engine should have been inspected better.  Should not have over heated with only 20,000 miles on it, when we kept up with oil changes and always kept fluids full.  Powertrain should honor the amazing warranty they claim they have on their parts. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a motor from them. They sent the wrong one. The garage found out it was the wrong one after 10 hours of labor. They wouldn’t not reimburse me for the 1200 labor they caused for sending the wrong motor

  Business response

  02/04/2025

  We have received the engine and passed it along to our inspection team to verify if there were any issues with the build. After a thorough review, we confirmed that the engine was built correctly and is the appropriate match for the customer’s vehicle. It appears that the installation challenges were related to the shop’s process rather than a defect in the engine itself.
  In cases like this, the customer is typically responsible for a 10% restocking fee, as well as the shipping costs for returning the engine both ways, but  we have currently absorbed the expense.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just as other complaints listed the warranty department at Powertrain Products being a large concern, this is also the issue with our small business and is not the first time warranty payments have been an issue. The last and most recent concern is from Aug 2024 when we received a bad engine from Powertrain which they sent a new engine to replace their bad one, but caused us to have to install this engine twice. Since Aug 2024 when the original engine was sent back our shop has been waiting on the warranty payment. In Oct 2024 Powertrain confirmed that they would be issuing payment to us. As noted in their contract refund payments are to be issued within 90 days. When calling for a payment update we are told that the finance department is behind, but should be issuing our money soon with no confirmation of date on this. When asked to speak to a manager you get redirected to another line with a voicemail. We have left multiple voicemails with zero phone calls returned. It is now January 2025 and the last phone call with Powertrain Products we were informed that there is no manager to speak to and that there is nothing they can do about payment as payments go in order of transaction. When voicing the concern of being a small shop and not being able to sit on larger amounts of money being due to us and it being a concern wanting to use their products, our refund was then threatened to not be reimbursed if we don't do business with them. If there are this many warranties needing to be paid out to which payment goes past the 90 days that is stated in their own contract, it triggers concern and deflects any want to order products from this company. It is nearly impossible to work with Powertrain Products and have faith in their word or even their contracts.

  Business response

  01/17/2025

   The reimbursement for this claim has been processed and mailed to the customer. We strive to ensure the quality and reliability of our products, and while defects are not anticipated, we have warranties in place to address any issues that may arise. In this case, we replaced the engine at no cost under the warranty, with the understanding that the suspected defective part be returned for inspection.
  As outlined in our warranty terms, "Generally, monies are released 60-90 days after the return of parts and completion of inspections, although some inspections may require additional time." We have adhered to these terms and fulfilled our warranty obligations.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a motor that parts are not available to make it run properly and no help from company to resolve the issue.

  Business response

  01/09/2025

  Our warranty technicians have been in contact with the customer to gain a clearer understanding of the issue and to provide a resolution.
  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have sent 3,547.00 to power train company for the purchase of a transmission and torque converter. I was told, the parts would be shipped that Saturday, then would receive the information about the shipping and the warranty. when I called to see if they shipped it I was told it was to be shipped monday, never a call or email came, so I called again. then I was asked by a lady named Rosie, to tell her who it was that told me it would be shipped out. She said it would ship this Thursday and she would be in touch. I still have not been called or informed. this was all my money I can muster trying to help out my son. I am quite desperate here with no hope of ever getting my money back or the parts to fix his vehicle. please look into this. this is now looking like a possibility of a scam. its at very least horrible customer service. I need those funds back immediately please. I have not received honesty from the people there, nor our parts ordered. the last I heard this Rosie person said she'll look into it thank you, *** *****

  Business response

  01/16/2025

  The issue has been successfully resolved with the customer, and the funds have been returned to the original form of payment used at the time of purchase.

*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. ↩