ComplaintsforReviva, Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a remanufactured engine from Reviva and had it installed in my truck at a professional shop. The engine was not assembled properly and damage was found to internal components not worked on by the installer so the engine did not run properly immediately after installation. Upon contacting Reviva the truck was taken to a second shop for further diagnosis and failure of internal components was confirmed by the second shop. It has now been over a month and Reviva continually asks for further tests to be performed before the engine will be warrantied, including tests that are not relevant to the failure. Reviva has also requested the engine *** be sent to them, however the *** was not included with the engine Reviva supplied but was original to the truck. Reviva is claiming the engine failure occurred as a result of emissions components that were bypassed, however the engine operation time is less than 20 minutes total time since install, and the truck was never driven after install. Multiple professional technicians have confirmed that no modifications to the emission system could cause the failure that has been identified. I am requesting assistance with getting Reviva to provide a replacement engine or refund the cost of the engine and installation. Thank you for any assistance you can provide.

  

  Business response

  08/01/2023

  To Whom this may concern,

  We have reviewed the customer complaint and this engine was denied warranty due to the fact there has been a modification to the **** EGR system and/or Aftertreatment system. 

  Based on communication with the installer/end user, the truck is not running appropriately, and we confirmed that based on a video that they provided. However, customer states the engine was not assembled appropriately and that there was damage found to internal components. That said, based on communication with the shop, no actual detail has been provided to show us there is actually an issue or failure due to material or workmanship. 

  We have made a recommendation to the customer that we will bring the engine back to Reviva at our cost and complete a plant inspection. If an issue is found, we will repair or replace at our discretion on a goodwill policy basis. We will await the customer's response and we will proceed accordingly. 

  Thank you for reaching out. Looking forward to resolving this concern. 

  Kind Regards,
  Reviva

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 30 2021 i ordered a remanufactured cat **** engine to put in my **** GMC ****, after i ordered the engine i was told it would be delivered within 2 weeks. On 07/30/2021 they (tried) to delivered a broken engine (have pictures) i refused the delivery and told them they could return that engine to shipper! I was then told it would be another 2 weeks for them to build another engine. On 08/25/2021 i received another engine the sent me .It was put in the truck on 9/09/2021 engine was installed in truck truck was driven less than **** miles, it was not even due for a oil change, in the truck less than a month , i was driving the *********** heard a loud pop so i pulled over and the truck was smoking really bad so at the time the truck was taken to caterpillar here in ******, al. **** they inspected the truck they determined something was going on in the head so reviva asked them to tear into it and see what's going on with it ! upon inspection they determined the valves was bad in the head so reviva asked that they pull the engine and ship it back to them. Cat pulled the engine out and there was a lot of metal shavings on the oil drain plug ! **** reviva finally received the engine because it "was lost in transit" for over 3 months i played this back and forth game with them 90% of the time they wouldnt even answer the phone or when they did it was "ill call you back" and never would . They determined the cylinder sleeves was fuel washed and that they was not going to warranty this engine! Now we are talking about a engine that has less than **** miles on it before installation that i put new air filters and all to protect my new engine. I DO NOT RECOMMENED ANYONE TO BUY A ENGINE FROM ANY COMPANY THAT HAS REVIVA AS THERE WARRENTY DEPARTMENT. I was just asking for them to warranty this engine but at this point i want my money back and i will go legal in the courts if that is what it takes !!!!!!!!!!!

  

  Business response

  05/19/2022

  First engine was unfortunately damaged in transit. 
  

  A replacement engine was shipped on 8/12, roughly two weeks after the original engine was shipped. This engine shows as installed on 9/1 based on the registration information we received. The customer states that the engine failed 1 month later, however, as documented in our system, there was not a claim started on this engine until 1/24/2022 (ESN: 64121H007). 

  We immediately sent a skid that they could use to return the core. This skid was lost in transit and so a second skid was sent on 2/16. On 3/3 the engine was scheduled for pickup to be returned to Reviva. As customer stated, engine was lost in transit, but not for 3 months, it was roughly a week to a week and a half max. 

  We started the analysis on 3/23. The engine was found to have ingested foreign material and ultimately this claim was denied. All 6 cylinders showed signs of scoring and the valve was stuck open due to foreign material creating clearance issues and inhibiting the valve from operating smoothly. 

  The failed engine has now been returned to the customer. 

  Please keep in mind that the customer purchased a long block which means there was no fuel, turbo or manifold on this engine. It is the customers responsibility to ensure these items are replaced or in good clean working condition. Furthermore, it is the customers responsibility to ensure they have a well functioning air intake system that is completely sealed as to not allow foreign material in. 

  All this said, we can't tell the customer where his issue is, but based on the evidence left behind by the foreign material, we can deduct that this failure was due to some sort of install issue or truck side concern. At this point this will remain a denial due to all the items listed in this email. 

  Customer response

  05/21/2022

   I am rejecting this response because:

  The engine was pulled out by a cat dealer and they found no such evidence of what reviva is claiming,

  the valves was stuck open on a head that reviva provided on the engine which then caused the cylinder walls to be washed as they call it. 
  im just asking for them to warranty there engine instead of trying to blame it on something that is not the case !

  If this is not resolved I will go legal !!!!!

   

  
  

  

  Business response

  05/31/2022

  To Whom This May ******************* reviewing the customers rejection of our response, it is very clear that there is an issue in terms of what we found as the root cause of the failure and what the customer believes to be the issue.

  To address this gap, we decided to review the claim information and evidence of failure again as well as audit our process in terms of how we communicated this information to the customer. Based on the review, we stand firm in our findings relative to the failure which means this remains an unwarrantable failure. 

  That said, what we found during our audit process is that we failed to provide the proper evidence to the customer showing why this failure was not warrantable. 

  In good faith to this customer, we have proposed the following: ********************** will provide the customer with a replacement long block engine as a policy adjustment, but all additional costs will be at the customer's expense which includes but not limited to, labor, filters, fluids, shop supplies, sales tax, etc. etc. This policy is predicated on the customer returning the failed engine back to us before we ship out the replacement. 

  All this information including the offer was reviewed with the customer last week and was agreed upon by all parties. 

  We trust this resolves this matter going forward and request this complaint not be posted publicly on our BBB site. 

  Kind Regards,
  Reviva

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new engine from Reviva May 2021 that blew up within ***** miles and 1 month and they will not warranty it. When I called, they said they are denying the claim even though it clearly is a defective engine. *********** Body out of ************, ***** has the truck and sent all pictures of work done and defects found to Reviva but they are still issuing a blanket denial with no explanation as to why they are. I paid $8,000 for this engine and really wish they would stand behind their stated warranty and just fix my engine so I can use the truck again. It's been in the shop all summer. Thanks

  

  Business response

  12/14/2021

  In response to the complaint filed by *********************....please see the following: 

  On May 17, 2021 this engine was purchased from Reviva and per our records, there was a self install completed on or around 5/30/21. On 7/22/21, Reviva was contacted about the engine running rough and having smoke from the exhaust. A claim was opened at that time and we instructed **************** to take the vehicle to a repair shop of his choice for diagnosis. From that point, the truck went to 3 different repair shops over the course of 3 months for reasons unknown to us. On 10/5/21, Reviva finally received pictures showing the engine to have a melted piston. A melted piston comes from a failed injector which over fuels the cylinder creating excessive heat and ultimately a causing a catastrophic failure. The engine purchased from Reviva was a long block which DOES NOT include a fuel system. This was communicated to the customer.

  We have communicated with **************** on multiple occasions and the message has remained consistent. This is not a Reviva issue and such the warranty is denied. Furthermore, **************** has a tuner installed on his vehicle and the Reviva Warranty Policy explicitly states that the installation of a tuner voids the engine warranty. 

  With this information, we respectfully request this complaint be removed from our page as it is invalid and unjustified. If further information is required, we can provide additional items further supporting the denial of this engine failure.  

  Kind Regards,
  Reviva 

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