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:03/12/2025

  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.

  This excerpts from my last letter to PPI explains the issues in their most concise version. More info is available though. Claim #****** and subsequent - SHOP / *** ****** ****** $10, 138.78 cost of repairs, over and above the orig $8,646 eng + $4,533.07 install cost, to resolve multiple PPI eng issues 1. 9-19-24 Labor Claim 1: issue with the timing chain install, PPI issue. After SHOP fixed, $2,152.36 2. 9-21-24 Labor Claim 2: a VVT was not working, PPI issue. VVT not available. PPI agreed to send a repl eng for install. After SHOP did the work, $4,568.06 3. 12-27-24 Labor Claim 3: Check eng light came on for 2nd eng putting the engine into "limpmode". PPI agreed was another VVT problem, PPI issue. SHOP finally completed after numerous PPI delays, 2-28-25 at cost of $2,152.36 4. Rental on loaner veh. $1,266.00 Labor Claim #1 involved NO parts Labor Claim #2 remove 1st motor, install 2nd motor, send 1st back. Labor Claim #3 VVT replaced with PPI prov part (NON Toyota OEM). We cant seem to get a return label from PPI to return the part either. Numerous non-response and delays from PPI over the 5 month process, NO REIMBURSEMENT for anything to date In addition, PPI has limited their responsibilities to their product by limiting service to "20 hours per labor claim for engines" plus 2 hours of diagnostics per labor claim. That is poor customer service where the product came not built properly or without proper parts. Besides that, in addition to the 7 year 1 million mi warranty, I purchased the Purecare add-on which CLEARLY indicates a labor rate increase "per labor claim" should be in effect even though PPI has now repeatedly tried to say that it only applies to ONE labor claim. I believe it should be applied to EACH of the above 3 claims, not just the 2nd. I have thus far received NO reimbursement at all, and multiple delays in response time from PPI causing scheduling and other issues with SHOP. I'm out a lot of money right now.

  Business Response

  Date: 03/19/2025

  All Powertrain Pure Care coverages are single-use. Once a claim is processed, the Pure Care package is considered fulfilled, and any future claims will fall under standard warranty guidelines. This policy is outlined in the first paragraph on page five of the warranty under "Limitations." A copy of the warranty is attached and was previously emailed to Mr. ******. We are actively working on the claim. Warranty reimbursements are typically issued within 90 days from the date the unit/part is checked in at the warehouse or when all required documentation—such as parts receipts, rental receipts, and repair orders—is submitted. We received the necessary documentation on March 12, 2025. While we are working on the claim, we must adhere to established protocols.

  Customer Answer

  Date: 03/19/2025

  If PPI had actually communicated the info on Purcare limitations when I asked long ago, it would have clarified their position then. It should be applied to claim 2. That limitation still contradicts lines 1 and 2 under "Pure Care Labor" which is written the same as the base warranty.The warranty verbiage should be changed so that it does not mislead the customer.  I will not approve the resp until I am actually paid appropriately. PPI has a long history of delaying payments and complaints thru BBB, and me. Plus I want to be sure applicable ALLDATA hours for each repair (incl added time for power steering and ac add-ons to base time etc.) plus the 2 hours per labor claim for diagnostics is paid. What had been indicated previously, after much effort from me and shop to get it from them, did not appear to do so.

  Customer Answer

  Date: 03/24/2025

  This issue isn't resolved until PPI pays out the claims per warranty and I've accepted the payout. So far I've spent over 4 months trying to get the claim paid, they had invoices prior to complaint. Now they want me to wait another 60-90 days and I still have no garuntee of payment due. BBB might be done, but this issue is not resolved yet. Without outside pressure I anticipate a long wait on resolution.

• Initial Complaint

  Date:03/11/2025

  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.

  Today march 11 this company canceled my order because I didn't want to give temp person information about my vehicle that was listed on the web page I purchased from as optional...this should have been easy ok as long as you understand exactly what you ordered...but it wasn't, it was forcing me to call them or not get my product shipped...I'm busy I ordered online so I didn't have to deal with anyone...now my orders canceled because the person processing my order could not use commen sence and logic, just held a gruge and from what I can tell lied about the ceo making a choice to cancel my order, someone I have reached out to and await them to reply When i drop 2600 bucks on a website best bet I know what I'm ordering, but treat me like an idiot and expect to be treated the same

  Business Response

  Date: 03/12/2025

  Mr. **** submitted an online order request, but required fields were left blank. A sales agent contacted him to clarify the missing information and explain its importance. While we could fulfill his order as requested, we informed him that if the unit was incorrect for his application, he would be responsible for any damages, restocking fees, and shipping costs both ways since we were not provided the information needed.
  Mr. **** declined to accept this. Due to multiple derogatory remarks he made toward our sales agent, we have decided it is in the best interest of our company not to proceed with this transaction. As a result, the order has been canceled, and the payment has been fully refunded to his card. We have provided him with documentation confirming the transaction reversal.
  
  

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Its optional on their website i politely stated the first time....yall made a mistake and I expect it to be made right
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/04/2025

  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.

  an engine was purchased from said company and under a no fault, million mile warranty. engine was for work truck and was told that if engine breaks then the warranty would pay out the repair and shipping costs. only 5,000 miles later and the engine fully breaks and the work truck is made unusable for almost half a year now while said company gives the run around on paying for the promised warranty. no money is being produced due to the work truck being the victim. many recordings are made of calls where the company doubles back or lies about previously agreed terms. much money has been lost and a vehicle out of commission.

  Business Response

  Date: 03/06/2025

  Attached is a copy of the written warranty for the unit purchased by the customer. As outlined in the warranty, PPI reserves the right to inspect all products before issuing any reimbursement.
  Reimbursement will be processed after the inspection and final claim determination by PPI. Claim determination occurs once all warrantied items have been returned and the necessary inspections have been completed. Typically, funds are released approximately 90 days after the return and inspection process is completed, though some inspections may require additional time. The claim is now in its final stages and moving into the reimbursement process.
  

• Initial Complaint

  Date:02/25/2025

  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.

  Under the advice of my mechanic, I purchased a remanufactured motor with a five year unlimited No Questions Asked warranty. The first engine that arrived did not run. After weeks of diagnostics, it was determined that the engine was built incorrectly with the wrong cams.Powertrain products sent out the new cams which were installed. I paid the mechanic and received my vehicle. I have had one problem after another with thismotor. When the check engine light came on five weeks ago, I took it to a new mechanic. We started the warranty process because it was determined that there was an issue with this motor still Because powertrain products had already done a repair. They decided to replace the motor altogether. Powertrain products is only paying bare minimum hours to the to make the replacement. The mechanic is charging me directly the balance of what the warranty is not covering. As of today that equates to over $4800. I was notified yesterday that the new motor that powertrain products supplied is also built incorrectly. All ofbank one is out of time. When I called powertrain products to ask them how this happened they stated it’s very unlikely to have been caused by them. They shared testing results of that motor with me prior to it being shipped to my machanic. Essentially powertrain products is refusing to consider that they have sent me a second bad motor. They are having my mechanic run additional diagnosis to prove to powertrain products that the motor is out of time. I fear these additional diagnosis are going to results in additional overages that I’m gonna have to to pay. I want powertrain products to send me a ***** certified new motor with a factory warranty. At this point powertrain products has supplied two defective engines cost me 11 months of my time. I’ve been making car payments for a car that has been sitting for nearly a year unusable due to their unwillingness to supply quality parts that I paid for. I want powertrain products to pay 100%.

  Business Response

  Date: 03/03/2025

  The customer's shop selected a 5-year limited warranty with **** ****. As part of this warranty, we provided a replacement engine at no cost, with the understanding that the suspected defective engine would be returned for inspection. Currently, the customer has both engines, and we have not yet received the original unit for evaluation. We are committed to assisting the customer; however, we require specific information and diagnostic details to proceed effectively.

• Initial Complaint

  Date:02/24/2025

  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 bought the transmission July. First received, the transmission was broke. Send me another transmission, put it in work. Did not wanna pay me for the repairs paid extra insurance so I do not have any. Probooms, and it's been 7 months and I haven't received the penny. The repair bills were $2900 and 2200 dollars. These? People should be arrested because they're not taking care of people.And there's about a 100 people behind me.They are doing the same thing.Thank you.If you need to contact me my number's *********** Thank you for your help.It would be really appreciative and they should close this place down because they are robin people's money

  Business Response

  Date: 03/03/2025

  The warranty reimbursement for this claim is in the final stages of processing and will be mailed to the customer’s address on file by the end of the week.

  Customer Answer

  Date: 03/04/2025

  
  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

  Date:02/10/2025

  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.

  There is an open warranty claim and they will not pay me the money they owe me. Also the money they said they will pay me is wrong and not the amount I’m owed.

  Customer Answer

  Date: 02/11/2025

  I received my warranty transmission in may of 2024. Pain receiving the transmission I promptly per there guidelines returned the damaged product with all proper paperwork in a timely manner. Since may I have called them ever week or every other wheel to ask when I will receive my warranty reimbursement. They first told me it should be within a week. Then they said they were back dated on the warranty pay outs. I then found out that they are not going to cover the full 1804.44 because I replaced my transmission cooler per there warranty. They told me after the fact that I did not have to change it and they will not cover that repair cost. 

  Business Response

  Date: 02/14/2025

  The warranty reimbursement for this claim has been paid in full and mailed to the customer’s address on file. Before sending the replacement transmission, the warranty technician reviewed the coverage details under the customer’s warranty.

• Initial Complaint

  Date:02/10/2025

  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 wouldn't buy anything from them. I have a 5.0 coyote that literally has 35k on it and its had knocking issues from the start and now all the seals they installed are leaking. Now i discovered a timing chain tensioner that isn't even touching anything. They blocked me on ******** because I left a negative review. They have multiple complaints about quality and warranty issues. They wont respond to emails or anything. There are multiple instances i have found saying they wont honor their warranty. I paid extra to get 5 year warranty and the engine was purchased late 2021.

  Business Response

  Date: 02/12/2025

  We are unable to locate an account using the name, phone number, and address provided. Could you please provide the purchase order number? If the item was purchased through a shop, kindly share their details as it will be under their account. We are happy to assist with the claim process. For faster support, we encourage customers to call, as our technicians are more readily available by phone than via email.

  Customer Answer

  Date: 02/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: i have emailed you a few times in the past obviously because you stated the original issues were noted on the account.  I gave you my name and my dads name and you never responded or anything.  You blocked me on social media. I gave you the serial number from the engine. I sent pictures i have correspondence from you right after install. Ill include the pictures of that correspondence.  So apparently you found the account at that time and now its gone. Your warranty people at the time said to continue to drive it and let them know of anything changed.  Well alot has changed with it and you guys are saying theres no account.  ******* is the number on the tag on the motor. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/12/2025

  We appreciate the customer providing the serial number, which allowed us to locate the account. The purchase order number associated with this account is ******.
  One of our warranty technicians will be reaching out to gather more details and gain a better understanding of the issue.

  Customer Answer

  Date: 02/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: they responded to this complaint and reached out to me and then stopped communicating again. I contacted them in 2022 with approximately 1k miles on the engine and notified them it was knocking.  They said keep driving it. I feel like they should have done something then. I have asked multiple times for specs on the rebuild. No one will give me any information.  5.0 coyote blocks cant be bored more than around.020. The gen 1 block is notorious for cylinders getting out of round and having piston slap. This information is all over the internet.  I asked about all this when i was trying to get information before buying.  They assured me they used updated parts to eliminate that. I asked for rod bearing info,crank info,main bearing,bore size etc after the noises started and got no information. 2011 and 2012 blocks are the worst. My block has the fird casting information dating it to 2011. So the claim about using updated parts is false.The only reason they reached out to me period was because of contacting the BBB. Instead of trying to figure it out,they blocked me on social media deleted any comments i made on anything. This whole process has been a complete nightmare.  The business doesn't care about their customers, plain and simple. People have thousands of dollars tied up in stuff and when people leave honest reviews about quality or warranty issues, the company deletes them or threatens the customer. They asked for receipts on oil services.  I sent everything i have and im sure they will deny the warranty for something or another. When i first contacted them in 2022 i had everything ready. Now the couple receipts i had on thermal paper or whatever it is have had the ink completely fade to where they are just white paper. Im sure if they do warranty it there will be more chaos. Either something wrong with replacement engine or them trying to charge for something or claiming something on my end was done improperly.  I would rather just have my money back at this point in time and just be done having to deal with them. 

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

  Business Response

  Date: 02/20/2025

  Our warranty technician has been in contact with the customer and is awaiting a video demonstration of the issue. This will help us conduct a more accurate diagnosis and determine an appropriate solution.

  Customer Answer

  Date: 02/22/2025

  
  Complaint: ********
  
  I am rejecting this response because: i have been in contact for over a week now. He has asked for pictures of my truck.  What does the side view of the truck have to do with the engine having issues. I have sent multiple videos of the issues. I have multiple pictures of the front crank seal leaking profusely. 1500 miles into an oil change i had to add 2 quarts of oil due to the leak. Theres multiple issues going on. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/26/2025

  To effectively resolve the issue with the engine, we need to verify a few things like whether any modifications have been made to the vehicle. The technician has been working closely with the customer to gather accurate information, as there was some initial confusion and incorrect details were provided to the warranty technician. We appreciate the customer’s cooperation and want to assure him that we are actively working toward a resolution.

  Customer Answer

  Date: 03/03/2025

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

  I jumped through hoops sending multiple pictures of stuff, including the actual side.of my truck,which makes no sense. I still dont have a response.  The front crank seal has leaked a quart of oil already in 2 weeks. Its slinging oil everywhere.  At this rate ill have new oil in it before its oil change time. Knocking, leaking,faulty timing chain tensioner. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/04/2025

  Our warranty technician spoke with the customer and offered assistance in arranging the engine pickup for inspection, as the diagnostics were inconsistent. However, the customer declined the offer.

  Customer Answer

  Date: 03/09/2025

  Refuses to do anything, said its not there problem.  Wanted me.to ship them.my engine for inspection and they would determine the issue but I would have to pay for it

• Initial Complaint

  Date:01/31/2025

  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.

  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

  Date: 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

  Date:01/27/2025

  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.

  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

  Date: 02/03/2025

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

  Customer Answer

  Date: 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

  Date:01/24/2025

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ******* ********