ComplaintsforU.S. Engine Production, Inc.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a remanufactured 6.4l Longblock from US Engine Production **** on Jan 20, 2022 for $7,100 plus my original motor, which ran fine but blew white smoke due to a cracked piston. I drove the truck to the mechanic who did the installation. On march? My mechanic called me to tell me that the work was completed and engine ran fine except that it has a knock coming from the lower half of engine. Long story short, at this point we began the long process of warranty claim. **** became very hard to reach and slow to respond. We were continually told that persons handling warranties was out but they would get back to us and they never did. Finally, we were told to send engine back with an invoice for labor and they would inspect the engine and warranty it if it was their mistake. They would call us and let us know. We waited and never heard from them. We called to find out the verdict and they told us that the engine was damaged in shipping and was too damaged to diagnose. They sent pictures and apology and offered to send the beat up engine back to me, if I would pay freight, and they would give me ***** of my money back if I would sign documents stating I would not speak bad about their company. I told them I would only settle for a full refund and an engine in equal condition to the one I sent them or a full refund. Meanwhile my truck is in pieces at mechanic shop. I have a bill for over $10,000 for work performed, **** has my money and my engine and their response is, oh well, we tried to settle. I have all texts, conversations, and documents. After much patience and forbearance we put a plea out on social media for anyone else who had similar experiences with ****. Response was overwhelming. Even had a former employee respond saying he left the company after 3 months when he could no longer stomach their unethical business practices. He said he would be glad to make a statement or go to court. He said they use old parts to refurbish engines and sell as new.

  

  Business response

  03/29/2023

  
  
  When a injector is defective it can shoot too much fuel into the cylinder which causes the piston to swell and crack potentially damaging the cylinder wall and crankshaft. In a situation like this, the injector creates a knocking sound this is called a fuel knock. A bad injector causes the truck to shoot out white smoke as well. In these scenarios this makes us believe that the customer had not checked his injectors. The truck has a gauge cluster that has an indicator for the temperature of the engine when a customer does not pay attention to the cluster and the engine is running on high temperature this causes the engine to overheat. This engine came back to our factory for inspection we had ********** of overheating and swealed pistons. We have tried to explain to the customer that the mechanic had not tested the injectors but he refuses to listen. We even offered him a refund minus the shipping and he had still refused that.
  
  
  
  
  

  Customer response

  03/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because 

   

   The professional Deisle mechanic, ******************* and Deisle Repair, in ****** *******, who installed the engine recommended that we replace all injectors with factory **** injectors. Although it was very expensive he did not like to use cheaper aftermarket ones  so I went the extra mile and bought all brand new factory **** injectors. This is just another example of lies and excuses that this company uses to get out of their contract. Their slogan on every advertisement is ,We stand behind our engines  the following is a quote directly from their website. Guarantee: In addition, to guarantee the satisfaction of our clients, we provide a one year Unlimited Milage parts or replacement only in all of our engines. My mechanic submitted documents showing the purchase of injectors from the **** dealership. These people are lying thieves. They still have my money and my engine and the amount is too small to merit more of my time and money fighting in court. My time is too valuable to waste on these leeches. My only solace is that I might warn others to learn from my mistake. Do not do business with these lying thieves.

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

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint last December about this company refusing to refund the money we paid them for 2 failed engines. I have not received any reply from the BBB or the company in question.

  

  Business response

  05/05/2023

  Hello just to start off ***************************** is not the direct purchaser of this diesel engine. *********************** had purchased this diesel engine from **. ***** was the one working on Carls vehicle, and was to install this engine in Carls truck. *********************** is from Fix & **************.
  
  Our engines come with a warranty checklist and information on how to install and correctly break in our engines. Theirs a specific warranty activation form that we send with our product to make sure that the customer is swapping out the appropriate accessories so that in the future there wouldnt be any warranty issues. I have attached that warranty checklist. We have not received any warranty checklist from the customer ***** from Fix & go auto repair.   
  
  Our policy also states that if an engine is overheated by the customer, it voids the warranty. The customer is responsible to monitor the way they operate a motor vehicle, because a vehicle is equipped with a cluster and in that cluster, it has a gauge that indicates the temperature of the vehicle when running, if the engine is running hot it only makes sense to shut down so that the engine can cool down.
  
  This customer was supplied two diesel long blocks. Both long blocks showed signs of an overheat. The way that we can tell that an engine has been over heated is from our heat tags. A heat tag has a center dot that is the color green when the color green changes to the color read that is an indication of an overheat. On the engine that we had sold to ***** two heat tags were placed, on the second engine that we replaced for ***** two heat tags were placed. Both engines were overheated.
  
  The final decision was giving to the customer in a letter head with detailed refund information. The settlement is for $1,987.50 after all the deductibles or supply him with a 3rd replacement with no warranty. I have attached the original order from Fix & ************** with pictures of the heat tags and our warranty packet that comes with our engines.

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In neither instance was the engine running hot according to the gauge on the dash. In both cases  the engine was running normal and failed at normal operating temps and at a reasonable speed. Both engines failed in the exact same location in the engine and all indications it looks to me like a faulty assembly or substandard parts were the cause. 

  All I am asking for is that US Engine Production refund the entire cost of the original purchase to Fix and **************. Their offer of a partial settlement is not acceptable to me or them. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DATE OF TRANSACTION 11/24/2021 AMOUNT PAID ******* ENGINE WAS SUPPOSE TO BE SUPPLIED FREE OF DEFECTS WITH A ONE YEAR WARRANTY ENGINE FAILED IN LESS THAN 3 MONTHS 2 ENGINES FAILED FOR THE SAME EXACT ISSUE NOW THEY ARE NOT WILLING TO PROVIDE A FULL REFUND THEY PROLONG THE PROCESS AS FAR AS POSSIBLE TO EXEED WARRANTY TIME VEHICLE HAS BEEN IN THE **** MORE TIME THAN ON THE ****

  

  Business response

  03/29/2023

  This engine from the very beginning had no issues, our manufacturing plant dyno test all of our 6.5L diesel engine. The first engine this customer received showed signs of the early stages of overheat but out of good faith we at US Engine Production had replaced the engine. Second engine had been over heated completely based on the heat tag shaded RED letting us know it had been overheated, we place heat tags on all of our engines. Both heat tabs on the engine were red which means it has been over heated. An overheat on any of our engines voids the customers warranty and we were not willing to replace the second engine based that this customer had overheated two ********************* and for the customer to state its a manufacturing defect which is incorrect. This is why the vehicle is equipped with a cluster panel that indicates the temperature of the engine so the driver will know if they need to pull over and not drive the vehicle until fixed. This is a case where the customers accessories added to the engine are defective and not tested like we request at the beginning of the installation. 
  

  
  

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

   

   Here at *** * go we replace engines everyday we never had a worst engine since the inception of our business. Even tho we took a huge loss thanks to u.s engine productions we supplied our customer with a used ******************** from B&R auto wrecking since U.S ENGINE PRODUCTIONS WOULD NOT RETURN THE MONEY FOR THEIR DEFECTIVE PRODUCT WE HAD TO SUPPLY IT OUT OF POCKET CUSTOMER HAS BEEN DRIVING 150 MILES A DAY WITH NO ISSUES SAME COMPONENTS THAT U.S ENGINE PRODUCTIONS SAIDS THEY ARE FAULTY APPERENTLY A USED ENGINE HOLDS UP BETTER Than Their PRODUCT WE HAVE RECEIPTS TO PROVE IT. U.S ENGINE PRODUCTIONS SPECIALLY ***** IS ACTING CHILDISH AND DOES NOT WANT TO ADMIT FAULT WHEN THEY KNOW IT FOR A FACT THAT THEIR PRODUCT WAS DEFECTIVE KEEP IN MIND SAME COMPONENTS USED ENGINE VEHICLE RUNS FINE WHAT MORE PROOF DO YOU NEED.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  03/31/2023

  Im not sure what to say, our whole fleet of GM 6.5L diesel engines are ran on the **** machine which the engine runs without a load for 15 mins and with a load for 15 mins, total of 30 mins on the **** machine for approval. I dont understand this is one of our popular engines that we sell which no one has a problem with except with you! Now if this long block had the problem so why stay with it!!! From Dec, 6 2021 all the way to August, the engine ran fine until the engine threw a rod due to lack of oil and it had been overheated. All of our engines come with a heat tag installed that will change to the color RED at 230 degrees. Even though you had overheated the engine and you threw a rod out of good faith we honored the warranty which our policy clearly states that on a overheat will not be covered under warranty. A vehicle is equipped with a cluster that indicates, fuel level and temperature level that the vehicle is running on Now would you as the operator of the vehicle continue to run the vehicle with no GAS in it if the fuel level on the cluster stated it was empty? No. So why run it when it gets over regular temperature?Now moving forward to August 8, 2022, the replacement engine that we honored (which we shouldnt have) had the same identical issue. The engine had been overheated and threw a rod reported in the month of September of 2022 the same as the first engine we sent. Due to both engines being overheated we had no choice but to void his warranty. The customer had signed these terms and conditions prior to paying for the order.  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for an engine with the abovementioned company in Feb. 10, 2020, after receiving the engine it took ***** Automotives 45 days to install the engine because of being backed up on work. i Paid the engine $3800 it went out 30days after the year had passed so i called the company to let them know i had problems with the engine i was informed that the warranty had gone out 30 days ago they counted the days that the truck was in the shop after explaining it to them they agree to sell me another 1 for $2600 they sent me the $2600 agreement letter after we spoke i told them at the end of the year i will send the payment . on Dec 17th i call to send the $2600 they said because the engines are hard to get now i have to pay the full amount Its not fair for them to go back on their word that's not the way you do business

  

  Business response

  12/30/2021

  *******, we tried to reach you at the phone number we have on file ending in ****, but we got no answer, and your voicemail is not set up, so we could not leave any messages. I think you misunderstood ***** when you spoke with him. He said we were willing to rebuild YOUR engine for $2,600. If we took a core from inventory to build for you, it would be at full price. By sending us your engine for the rebuild, there would be no core charge etc.

  ** Engine Production holds customer satisfaction in the highest regard, and never goes back on their word.  If you would like us to honor the offer made (rebuild YOUR engine) for $2,600, Please contact *****, so we can make the arrangements.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Defective 6.4 long block engine for a Ford F450. Engine was installed in 2020 and failed within 1000 miles. The machanic that has the truck took the engine apart and found the that the cylinders of the engine block are the wrong size which caused the engine to overheat and fail. The manufacturer claims they don't have to honor warranty since the engine overheated. There has been a delay in making this complaint because of the pandemic and personal life circumstances.

  

  Business response

  09/22/2021

  *** ***** Bought the 6.4L Powerstroke Long Block in July of 2020, which was bored to .030 over during remanufacturing, which in no way caused his engine to over heat. We are sorry but what your mechanic is stating is completely false. Boring engines to .030 oversize is common with any engine builder. Also the warranty is 1 year unlimited miles, but has expired, and indeed was overheated by the customer.

  Customer response

  10/01/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My Mechanic explains:

  We disassembled and inspected the 6.4 Powerstroke. The cause of failure was insufficient piston clearance on multiple cylinders. Attached are pictures showing the damage as well as textbook examples. The block after damage showed measurements from 3-7 thousandths too small for the pistons that were installed. The bores suffered extensive damage leading me to believe that the bores were smaller before the damage. I reached out to the facility that built it and offered them a opportunity to inspect the engine before we did any work they were not willing to participate. Due to the extensive damage the block had to have liners installed. The facility claimed that you had overheated the engine and that lead to the failure  while I do believe the engine overheated IT is my opinion that the clearance issue lead to that as well.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  10/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The provided pictures show a difference between the the two failure conditions and the pistons clearly show a failure of the clearance.  Also the measured size of the cylinders were too small- which the cause of the problem, not the overheating which is a symptom.
  

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  10/05/2021

  The score marks are a result of overheating the engine....not from machining...if it was as you state and the cylinders were too tight, the engine would not have been able to be assembled and would have never passed the SIM test.

*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. ↩