ComplaintsforPowertrain Products, Inc.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a transmission from them in 2021, trans went out July 2024. Took trans to new shop for service and called Powertrain who informed me its under warranty still and that I have a 5 year warranty. Powertrain authorized a diagnosis check to determine problem. Powertrain authorized a new transmission after they waited at least a week to make a discission. Powertrain explained to me how much labor rate was covered and how many hours are covered. I was then told the trans would ship out in 2 days, HA, liars. A week later it still had not shipped and was now told 4-6 weeks, I got mad and asked for a manager. This was the Friday of Labor Day weekend and of course the manager was off so igot his voicemail and left a message and still have not gotten a call. Well the trans gets delivered to the wrong repair after i had informed Powertrain of the new address several times. I now had to go on my time and p.u the trans and deliver it to the correct shop. The bad trans gets p,u and I p.u the vehicle on 9/9/2024. I have paid out of my pocket $2,655.91 I sent in my paid invoice on 9/10/2024. I called today asking whats the status of my payment since the warranty reoplacement was authorized back in August. I was told I have to wait for the unit to inspected and that could take 4-6 weeks. I got mad, Why am I waiting you already authorized the replacement trans, you advised me of coverage dollar figures you dont need to inspect the trans, I am now losing more money and interest as you drag your feet. I need my money now this has taken too long. I aske to speak to someone higher up and was transfered to ext. *** Ronnie who's extension just hung up on me. So Icalled back and got a voicemail which will probaly wont get a response from. I had the experience with this horrible company when i purchased an engine from them after the trans purchase. I am sure the reponse will be its being processed as seen in the other complaints.

  Business response

  10/02/2024

  We authorized and provided a replacement transmission based on the diagnostics provided to us. Since we are not physically present to verify the issue, we inform our customers that labor reimbursement is contingent upon inspection. If a manufacturing defect is identified, labor reimbursement is processed in accordance with the written guidelines of the warranty. A copy of the warranty is attached for reference.
  Our priority is to ensure that our customers' vehicles are back on the road with a fully functional product. However, there are certain factors beyond our control when sending replacements, such as the availability of parts or the time required to build a unit. We do prioritize replacement requests, ensuring these customers are handled first. Our goal is to process reimbursements within 90 days, although depending on the specifics of the claim, this timeline may sometimes be shorter or longer.

  Customer response

  10/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: of the time to be reimburshed. The Powertrain Pure Care does not state a time line for repayment. They have had the old trans going on 4 weeks next week. The attached PDF states " usually 30 days". It will over 30 days next week. I need myh money now! I
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  09/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a warranty with the exchange rebuilt engine, the rear main seal failed within 700 miles, the reimbursement took over three months with excuses ranging from it is being processed to you should be receiving it soon and will look into it and will call you back, they never return calls... That engine failed at 2600 miles. The replacement engine was delivered in a reasonable time and installed in the truck in the beginning of April , it is now mid September and getting the same run around, I have left three messages with management and again no return calls . Nearly $2000 and they have gone underground .... The first transmission I purchased shortly afterwords also failed, installed the replacement transmission and the same happened, it took months to receive the reimbursement , each time it has gotten worse, now i am sitting at half a year and still nothing

  Business response

  09/23/2024

  The warranty reimbursement is processed as promptly as possible, typically within the 90-day period previously discussed with the customer. Depending on the specifics of the claim, the time frame may occasionally be shorter or longer. We remain fully committed to honoring the reimbursement, as outlined in our prior communication with the customer.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been waiting beyond the 90 day warranty period for Powertrain Products to send out two warranty claims. One claim was filed over 6 months ago and the other was filed over 4 months ago to receive warranty claims for the cost of replacing two faulty Powertrain Product engines. The staff at Powertrain Products including the manager has never called me about any updates or information regarding my claims. I have called them over 50 times in tbe past 6 months asking for an update on the claim status. Every time I speak with an agent about tbe claim they say they are working to expedite the process. There is so no sign or assurance that they will live up to their claim and the 90 day timeline they have stated in the warranty.

  Business response

  09/19/2024

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

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a transmission and had it installed back in December of 23 it lasted 2 weeks before it went out. I contacted them in January about the issue the told me to take it back and have it checked by a certified transmission shop. The shop verified the issue and was told to remove the transmission and set it aside and a new one would be sent. The replacement took 3 weeks to arrive and was installed the defective unit was returned the first of march it took them 2 weeks to tear it down and the claim was started. 6 months now and lie after lie about where my warranty payment is I’ve had enough. This business does not care about the customer just the sales and pushes off claims until when ever they feel like paying it. I was told a mont ago the check was waiting to be mailed out. I call today and they said it has been escalated, I bet if the tables were turned there would be a law suit.

  Business response

  09/17/2024

  The warranty reimbursement is currently being finalized. Our goal is to complete the process within 90 days of receiving the unit and all required documentation. However, the timeline may vary depending on the specifics of the claim; some cases are resolved more quickly, while others may take longer than anticipated. We are pleased to note that your claim is progressing well. Your satisfaction and understanding are our top priorities, and we are committed to delivering the highest level of service throughout this process. Thank you for your patience and cooperation.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Submitted a warranty claim back April 22 2024 , was told it would take 30 to 90 days , it's now September 6 no refund , it's going on 5 months , I have called almost every other week with no one can tell why my refund has has been sent out

  Business response

  09/11/2024

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

  Customer response

  09/12/2024

  
  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

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They owe me a reimbursement for the cost of installation of a replacement motor which should have been paid in 90 days but has gone well over

  Business response

  08/27/2024

  We have been in communication with the customer. As previously discussed with him we are dedicated to honoring our commitment to reimburse him. Our aim is to complete claim transactions within a timeframe of 90 days. However, it's important to acknowledge that the duration may vary based on the complexities of a claim. There may be occasions where we can expedite the process, while on other occasions, it might take longer than anticipated. We appreciate his patience and understanding throughout this process.

  Customer response

  08/28/2024

  This is the same kind of response. The only reason we have been in communication is because I keep calling them. The motor had a faulty head that was leaking oil, there is no acceptable reason they haven't reimbursed me for the funds I spent replacing the old motor. It is almost 60 days past the 90 days they told me i had to wait (which is ridiculous to begin with). They told me months ago that my claim was "expedited" up, but that is meaningless because I'm still waiting.    

  Business response

  09/04/2024

  We understand that the customer does not agree with the warranty reimbursement process. However, as previously discussed, we estimate that reimbursement processing may take up to 90 days. Depending on the specifics of the claim, this timeframe can sometimes be shorter or longer. Additionally, as communicated to the customer, we will promptly notify him as soon as there is an update on his claim.

  Business response

  09/09/2024

  Payment will go out by the end of this week, we will notify the customer once it has been mailed out. 

  Customer response

  09/10/2024

  
  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

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a new engine from this company in Jan 2021 with their “pure care warranty” that includes in their disclosure a “no fault coverage” they have had this claim for over a month and still won’t make a decision if they’re going to cover my replacement engine. I am losing thousands of dollars a week without my work truck as I am a self employed contractor and they only cover $35 a day for 10 days on a rental car. I need my work truck back on the road asap and the mechanic shop I have the truck at is tired of it sitting on their property with no movement on this claim. They are threatening to start charging me $25/day for my truck to sit there.

  Business response

  08/27/2024

  We have been in communication with the customer and are actively working with him to resolve this issue.

  Customer response

  09/02/2024

  The company has been in contact with me and verbally accepted responsibility but made ZERO effort to get me a replacement engine in route.  They told me almost a week ago they would get an engine out to me asap and would email me the tracking information.  As of now I have received any further correspondence from power train products.  I was waiting until tomorrow after the holiday to contact them for further details.  As it stands now this complaint is unresolved and unsatisfactory! 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a transmission and also purchased the warranty for the product. The transmission came to us without being programmed as verified by 2 mechanics and the companies representative. We were told to have a mechanic shop program this transmission and we paid for the work out of pocket and filed the warranty as instructed by the company representative. We did this on May 7, 2024 and have yet to receive reimbursement as promised. We were told in July of 2024 that it was approved at 125.00 and the check would be mailed and it hasn’t happened yet. Also the claim and total bill submitted for warranty reimbursement was close to 300.00 and I have yet to get an answer as to why it was less than what it took to get the transmission in working order as promised by this company. We have called and emailed and get the same run around and some of the reps are very rude and we have also caught them in multiple lies about where our reimbursement is. This is a small amount of money we are waiting on yes. However when you are promised a working product and purchase warranty to ensure this, you should receive this. This business is absolutely horrible to work with.

  Business response

  08/27/2024

  The warranty covers the cost charged by the shop for programming, along with $25 toward miscellaneous shop supplies. However, the warranty does not cover the software subscription purchased by the shop. We have been in communication with the customer via email and remain committed to honoring the reimbursement as previously explained.

  Business response

  08/29/2024

  The reimbursement the customer is referring to typically occurs at the time of installation and is the customer’s responsibility. The customer reached out to our warranty team with questions, and as a gesture of goodwill, we are providing this reimbursement, even though it is not covered under the warranty. We are processing this payment in line with the coverage provided by the customer's warranty.

  Business response

  09/19/2024

  The check was mailed 09/11/2024.

   

  Customer response

  09/23/2024

  
  Better Business Bureau:
  
  Although not paid the full amount, 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

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The defective transmission was received by them over 4 months ago. They said their claims take up to 90 days. It has been well over that time frame. I keep getting the run around . Every time I call they say that their claims/refund dept. is a 3rd party and they have no control over it. No one calls me back, only about 20% of the time does someone answer the phone in the warranty dept. with the same run around story. I just want my claim money as their warranty states.

  Business response

  08/26/2024

  The warranty reimbursement for this claim has been processed and mailed out.

  Customer response

  08/29/2024

  
  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

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a replacement engine for my truck that ended up being defective . I paid for the "No Fault" warranty on top of the warranty that Powertrain Products offers . They sent me the new engine under warranty replacement and a shop installed it for me . I had to pay the shop labor myself to get my truck back and Powertrain Products would send me a check within 30 to 90 days . Im going on 160 days now and still did not recieve my payment . After multiple phone calls and emails with the company they say the claim is processing still . I have tried to get in touch with managers several times but the calls go directly to voicemail and they never return my calls after leaving voicemails with my name and phone number . Very poor customer service. Wish I had never used this company.

  Business response

  08/21/2024

  Please know that we are dedicated to honoring our commitment to reimburse you, as previously discussed. Our aim is to complete this transaction within a timeframe of 90 days. However, the duration may vary based on the complexities of a claim. There may be occasions where we can expedite the process, while on other occasions, it might take longer than anticipated. We want to express our gratitude for your patience and understanding throughout this process.

*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. ↩