Complaints

This profile includes complaints for Advanced Powertrain Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advanced Powertrain Solutions

  4040 Lindbergh Dr Addison, TX 75001-4342

• 

  Advanced Powertrain Solutions

  P.O. Box 979 Carrollton, TX 75011-0979

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:04/01/2025

  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 had to replace the engine in my vehicle in January of 2023. I was told the engine came with a 3 year 30k warranty. In mid January 2025 the start engine starting leaking mass amounts of oil and the car stopped running. I brought it to my mechanic(the mechanic that installed the engine) and was told the defected part was part of the engine. He reached out to Advanced Powertrain Solutions about the issue and replied via email all the info they requested. The first ****** replying was responsive but it was passed to another ****** at ***. Their response time and unprofessional emails was mind blowing. I paid for the repairs after two weeks because I was spending a lot of money on rides. Since the ****** at *** came back after a period of time he told us we didn't provide enough documentation for the issue. After some back n fourth the warranty gut told us to send the defected part to him. That was on 2/20. He did not provide an address so my mechanic asked for the address. We have not heard from him since 2/20. I have sent several emails and so did my mechanic with no response.

  Business Response

  Date: 04/08/2025

  We are sorry to hear that the customer is having this issue with our product and customer service.  I have reached out directly to the customer and the repair shop and asked them to submit the invoice and associated parts receipts with the intention to honor the warranty coverage and get them reimbursed per the warranty agreement.  

  Thanks,

• Initial Complaint

  Date:11/08/2024

  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 got one of there engines installed and an immediate leak accured I took it to several shops that fix gaskets and it's still leaking. Now we have to get another engine but the warranty doesnt cover full engine replacment so now 2 months later I have to pay 3000 dollors or more for another engine replacment all I want is for them to pay the difference and make it right

  Business Response

  Date: 11/12/2024

  We're sorry to hear the customer is having an issue with this engine.  We have already paid for an oil pan leak repair and are being told it's still leaking.  It has not been made clear to us why this would require a replacement engine.  If the repair shop did not properly perform the oil pan leak repair, it would be on the repair shop to correct their issue.  Please provide the repair shop name, phone number, contact name, and address.  We are going to send a 3rd party inspection company to go inspect the engine.  If the leak is coming from the oil pan which we've already paid to have repaired, it would be the responsibility of the repair shop to correct this issue.  If the repair shop believes there is an issue with the engine preventing them from properly repairing, please explain.  

  Customer Answer

  Date: 11/13/2024

  If you want to  send a 3rd party to look into this engine we can do that. But its not at the shop at the moment. Can set up a time with the 3rd party guy where ever he can to take a look at it. We have already fixed many gaskets on this and the warranty place wants to put a new one in without even getting the diagnostic on it to see why it would need a new one. Let me know what the next steps are to getting the issue resolved. 

  Customer Answer

  Date: 11/20/2024

  I am rejecting this response because:   

  If you want to  send a 3rd party to look into this engine we can do that. But its not at the shop at the moment. Can set up a time with the 3rd party guy where ever he can to take a look at it. We have already fixed many gaskets on this and the warranty place wants to put a new one in without even getting the diagnostic on it to see why it would need a new one. Let me know what the next steps are to getting the issue resolved. 

• Initial Complaint

  Date:09/11/2024

  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.

  The nature of this dispute is that I have had to have three engines from Powertrain within a time period of 2 years, November ********* replaced due to manufacture failure. October 2022#1 "engine running poorly, timing chain has skipped a tooth or more, recommend engine replacement." #2"internal tapping noise", which was observed while the new engine was being installed by ************. The second engine had to be uninstalled and replaced before being released from the auto shop. All have failed due to engine failure and I have had to wait to have them replaced, without the use of a vehicle. Powertrain is refusing to replace the third engine based on a "heat tab" melting which was no fault of mine or due to lack of maintenance to vehicle. The timeline, repairs, vehicle rental reimbursement, are extensive and more documentation is available. Engine #3 8/21/23 Vehicle was complete after engine #3 installed.************* the car is maintained with regular oil changes and inspections from reputable auto mechanic services with documentation.7/31/24- Engine failed. No dash lights, no check engine light, no overheating or sign of smoke/ smell or change on temperature gauge. Oil checked at time of failure and was at full level. I started my car and after I put it into reverse a message on the dash read ******* pressure, stop engine now. Immediately turned off car and had towed to Camelot Auto.8/1/24- Camelot contacted me to say they would refer to have engine replaced by Powertrain.8/5/2024- Powertrain refuses to honor warranty due to heat tabs melted in vehicle engine. The heat tabs are located in the engine to show overheating which would be an engine issue or failure. There was no physical or visual indication of the vehicle overheating. As noted there was no smell, noise, smoke, steam, engine light, or sign of anything wrong with the vehicle. All engine failure replacements have been caused by manufacturing issues on each engine replaced.

  Business Response

  Date: 09/13/2024

  We are sorry to hear the customer has had issues with these engines.  Our goal is always to take care of our customers to the best of our ability, and we feel we've done that here. 

  The first claim was on serial number ********.  We have included the analysis report for this engine that was done upon return.  The manufacturer did accept responsibility as this being failure from a manufacturing defect and we did replace this engine at no charge and covered the shipping costs involved in shipping the replacement and picking up the alleged defect.  We also covered $1,311.00 in labor charges associated with replacing this engine which was the total charges from the repair facility. 

  The second claim is on serial number ********. We have included the analysis report for this engine that was done upon return.  The manufacturer does NOT accept responsibility as this being a failure from a manufacturing defect.  However, we still replaced this engine at no charge and covered the shipping costs involved in shipping the replacement and picking up the alleged defect.  We covered even more labor this time and the failure was NOT a manufacturing defect.  $1,890.00 labor charges were covered on this engine replacement. We also covered $175 rental for this customer.

  The 3rd claim is on serial number ********.  This engine has been severely overheated to the point of melting the heat tab.  We have attached a photo of the heat tab pictured obtained from the repair facility.  Heat tabs do not melt until 260 degrees +.  For reference, normal operating temperature is 206 degrees.  This would've been all the way in the red on temperature gauge.  

  Again, we are truly sorry the customer is having these issues.  The manufacturer covered one failure that is accepted and one that is not and feel we have fully honored the warranty.

  Customer Answer

  Date: 09/23/2024

  More Information...The second claim is on serial number ********; engine #2. I received a call from Camelot Auto on 7/24/23: the engine did not work due to an internal knocking noise and it was to be sent back and replaced by Powertrain. There was no further communication from Powertrain or Camelot that indicated Powertrain deemed the engine not a manufature problem but,still covered another engine. As far as I was aware, the engine sent (#2) did not work therefore, Powertrain was sending another. Furthermore, all 3 engines had an internal knocking noise. The third claim on serial number ******** engine # 3, showed a message of "low oil pressure, stop engine now". I immediately turned off the car and had it towed to ************. There was no visable smoke or smell. There were no dash lights, changes in temperature guage, or any other signs of overheating prior to the engine failing. The diagnosis from ******* being the overheat tabs were activated showing the engine overheated. There are many reasons for an overheated engine including internal problems such as pstons, exhaust valves and even the engine block being cracked.. Engine #3 failed 7/30/24 even though it was maintained regularly and routinly. 3 weeks prior, the engine had a full synthetic oil change and inspection which showed no problems with overheating. At the time of failure, 7/30/24 the oil disptick was checked and found to be at normal levels and clean. No leaks were observed and aside from the error message of low oil pressure and to turn off the engine, there was no indication of any overheating! Since both of the engines were maintained and all failed within a years time or were not working the engine failures are not a result of user error/misuse but rather from a component inside. Both engines: serial number ******** engine #1 and serial number ******** engine #3 failed about 3 weeks after having an oil change and inspection which were done at two different mechanics, ************ and Park Ave Auto. There is something wrong with the engines especially after regular maintanece done right before the engines failed. 
  I'm done waiting for another worthless engine to be replaced, waiting months for arrival and installlation without a vehicle.I would like a full refund of my money to be able to put it towards another vehicle. 

  Customer Answer

  Date: 09/23/2024

  I just recently sent the second reply to Powertrains message, I saw that I had until Sept 24th to reply but, now it is sept 23rd and a message from BBB appeared saying that the case has been resolved? I have been working on my response all day and now, I've sent it before this message thinking it was my reply. How can we reopen this and add my 2nd reply to my case? Thank You, ******* ******

  Business Response

  Date: 09/25/2024

  Not to repeat what has already been said, but the manufacturer did accept responsibility for the first engine failure and covered the warranty.  The manufacturer determined that the 2nd engine failure was NOT caused by a manufacturing defect but instead from installer error, details and supporting pictures have been provided.  Even though this 2nd failure was not a manufacturing defect the manufacturer still covered the claim as detailed below. The 3rd engine has been severely overheated as evidence from activated heat tabs prove.  We work with numerous other major manufacturers and using heat tabs to determine whether an engine has been overheated or not is standard practice in the industry.  All manufacturers we work with follow the same practice.  Engines with activated heat tabs are not a manufacturing defect.  

  The first claim was on serial number ********.  We have included the analysis report for this engine that was done upon return.  The manufacturer did accept responsibility as this being failure from a manufacturing defect and we did replace this engine at no charge and covered the shipping costs involved in shipping the replacement and picking up the alleged defect.  We also covered $1,311.00 in labor charges associated with replacing this engine which was the total charges from the repair facility. 

  
  The second claim is on serial number ********. We have included the analysis report for this engine that was done upon return.  The manufacturer does NOT accept responsibility as this being a failure from a manufacturing defect.  However, we still replaced this engine at no charge and covered the shipping costs involved in shipping the replacement and picking up the alleged defect.  We covered even more labor this time and the failure was NOT a manufacturing defect.  $1,890.00 labor charges were covered on this engine replacement. We also covered $175 rental for this customer.

  
  The 3rd claim is on serial number ********.  This engine has been severely overheated to the point of melting the heat tab.  We have attached a photo of the heat tab pictured obtained from the repair facility.  Heat tabs do not melt until 260 degrees +.  For reference, normal operating temperature is 206 degrees.  This would've been all the way in the red on temperature gauge.  

  
  Again, we are truly sorry the customer is having these issues.  The manufacturer covered one failure that is accepted and one that is not and feel we have fully honored the warranty.

  Customer Answer

  Date: 09/27/2024

  I am rejecting this response because: The engine did not show any signs or indication of overheating. There was no smoke, smell, check engine light, lights on the dash or changes to the temperature gauge. I drove the car with no problems and had a fully synthetic oil change on 7/9/24 and NYS inspection. The engine failed 7/31/24, approximately 3 weeks later. At the time of failure I checked the oil dipstick and it was full and clean. There were no fluids including oil on the ground or in/under the car. Why did this engine fail? 

  Customer Answer

  Date: 09/27/2024

  Vehicle Maintenance 

  Customer Answer

  Date: 09/27/2024

  Power train is claiming the 3rd engine overheated based on their heat tabs, however there was no malfunction in the any other area in the car to cause this. The engines are the problem. 

  Regarding  the second motor, Camelot Auto told me they had to uninstall the new second engine because it was making a knocking noise and not working correctly, they had to send it back to Power train for replacement  before the car it even left the shop. 

  Something is not right with these motors. Three motors within this short timeframe failed, with nothing else being wrong with the car to cause any issues. 

  Business Response

  Date: 10/01/2024

  Customer submitted an oil change record and a state inspection receipt.  That doesn't mean they didn't overheat the engine.  The heat tabs provided to us by the repair shop clearly show that this engine was severely overheated.  Do I need to respond to the customer?  I didn't see an option to respond and want to make sure I don't miss something.

   

  Thanks, 

• Initial Complaint

  Date:12/28/2023

  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.

  In June of this year, 2023, I purchased a motor from advanced powertrain to replace in my truck. After it was installed, it did not run. After hours and hours of troubleshooting it was determined the motor was defective from the beginning. Then we started the warranty process, and have been trying for 5 months to get this resolved. APS sent another motor to be installed, but now i am left with a large labor bill that advanced powertrain refuses to cover. For a company that boasts customer satisfaction as its main priority, i am beside myself that i have to foot the labor bill because they sold a bad motor. I just want them to settle the labor bill so i can have my truck back.

  Business Response

  Date: 01/02/2024

  We are sorry to hear the customer had and issue with our product.  We promptly replaced the engine and honored the Gold No Fault Warranty in which the selling distributor purchased this with.  This coverage covers up to $100/hr in labor for repair/replacement and is paid according to All **** Labor Guide.  That came to ****hr x $100/hr = $2020.00 labor plus we covered the $43.50 in fluids billed by the shop.  It seems the shop billed for a lot of diagnostics that were done prior to contacting us for authorization.  Unauthorized diagnostics is not covered by warranty, and we would not have had this extensive teardown performed had we been contacted up front.  We honored the warranty by replacing the engine free of charge, covering shipping costs, and covering the labor per the warranty agreement.  In an effort to further help this customer and as a goodwill gesture we will offer an additional $300 diagnostic if the customer removes this complaint, and this matter is closed.

  Customer Answer

  Date: 01/10/2024

  I am rejecting this response because:   it is only common sense that when the engine was replaced and the truck still didn't run, you would assume something else was wrong, certainly not the brand new engine, and when you had done your due diligence and exhausted every other option, the engine was the culprit. I couldn't imagine calling to put in a warranty claim without being able to thoughly prove it. So that this was "unauthorized" is illogical. On top of that, they were unresponsive, wouldn't answer calls and emails over months of time. The whole process was a nightmare for US because they sent us a BAD motor that NEVER worked. The one person we could get to communicate with us was polite and reasonable but seemingly had no power to actually provide a resolution. If you were a company that stood by your product, you wouldn't offer a little goodwill money for us to take down the complaint. You would apologize for the poor service and product and offer a reasonable coverage of our costs, then other customers would see that no company is perfect but at least you will make it right. 

  Business Response

  Date: 01/11/2024

  The warranty has been honored per the agreement.  A replacement was sent free of charge to the customer and labor was reimbursed per the warranty coverage.  We cannot control what the shop did prior to contacting us and would not have had them perform 4.7hr of diagnostics and teardown on this which is what they have billed.  The other issue we see is the shop charges $145/hr and the warranty coverage caps out at $100/hr.  We do not control where customers take their vehicles to and if the customer chooses to take their vehicle to a shop that charges more than what their warranty covers then the vehicle owner is responsible for that difference.  In the beginning we had issues reaching the shop at ************ and were then provided another number ************ by the selling distributor.  We spoke with the shop and a replacement order was entered.  Our offer to cover 3hr @ $100/************* time as a goodwill gesture stands.  

• Initial Complaint

  Date:12/27/2023

  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 purchased a reconditioned engine from premier power train and had a certified GM service center install it. Drove it less than 800 miles had over heating issues and returned to service center. They called warranty department and was told to return engine. ******************* denied the claim and wont return the engine. I have over ******* just in the engine. All I want is a replacement.

  Business Response

  Date: 01/02/2024

  We never like to have to deny a claim.  However, no fault warranty coverage was declined, and the standard warranty coverage is against manufacturing defects only.  The inspection report is attached with supporting pictures which clearly show this engine was severely overheated.  The hold period for this engine to be returned expired months ago.  We are still offering to either issue $150 core credit to the distributor in which we sold this engine to on behalf of their customer or to return a core to the customer free of charge.  It just will not be this exact core as again the hold period on this engine expired months ago and this engine has been scrapped.  Please let us know whether the customer would like $150 core credit issued to the selling distributor or a core returned?

• Initial Complaint

  Date:12/20/2023

  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.

  We purchase on average 1 engine a month from engines direct, they got this particular 5.3 vortec engine through AER. We installed it in a customer vehicle with in a month it developed a internal failure. We followed a process that they asked us to do. Engines Direct got us a second engine coming and we replaced it and got our customer on the road. The warranty ***** at AER said our payment was on hold because we did not submit a invoice showing our cost on parts as they will not pay mark up on parts. We emailed a copy of our invoice to our shop showing the cost. The check arrived in about 3 weeks after the repair only to be short of the correct amount. They not only cut back our time which was taken directly from All **** labor guide they did not pay any of the parts (that they required a invoice for) as that is not their policy. The coolant had oil in it, and the engine oil had shavings in it........ so oddly enough we did not reuse it. I asked them to pay for the cost on the fluids as we were unable to reuse the coolant due to contamination. I am not going to charge my customer for their problems, so we ate it. If you are a individual please don't buy AER. If you are a shop, be upfront with you're customer that it has a partial warranty at best or plan on paying for part of it. They only pay ***** per hour and will not pay for any parts. They will cut any add time off the labor guide regardless if it has those options or not. You will have to carry that bill for several weeks before getting a check. The claims administrator I talked to was not knowledgeable about the automotive industry and did not care. I would recommend trying another company as we noticed the work on both engines was (in our opinion) no-less than sloppy.

  Business Response

  Date: 12/21/2023

  We are sorry the customer had and issue with our product.  We did promptly send a replacement to the customer free of charge and we did cover the labor per the warranty that was purchased with this engine.  The warranty purchased covers $50/hr @ All **** labor time which for this application calls for ****hr for engine long block replacement. This engine is actually dressed higher than a standard long block with front cover and oil pan installed but we still give the full long block labor time as a courtesy.  1 hour of diagnostic time was also awarded for total claim reimbursement $1060.00.  We have attached a copy of the customer.  The engine does not come with an oil pressure switch so if that part needed to be replaced it would be a customer pay item as it is not a part included with the engine.  We have also attached a copy of the warranty coverage which clearly states on page 10 that there is a $45 fluid allowance within the first ***** miles of service.  The accrued mileage on this engine reported at time of failure was ***** putting it outside the $45 fluid reimbursement range.  We do offer all of our wholesale distributors multiple warranty options at the time of purchase.  Some of those warranty options cover higher labor rates, rental, towing, and fluid coverage throughout the duration of the warranty.  

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair 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 purchased a reman. suburban engine and the rear main seal leaked, I filed a claim on behalf of my meachnic. Claim # ****** My mechanic did repair work, documented(photos) as described sent to APS. Payment has not been reieved yet. Contacting via email and phone has been COMPLETELY non-existant. Warranty phone is not answered...no response via email.

  Business Response

  Date: 09/27/2023

  We emailed the customer 8/15 asking for images of the rear main seal leak and the invoice for repair.  We do not show that the customer or their ********* submitted the required pictures and invoice.  We have been in direct contact with the customer and the shop today via phone and email asking them to submit this information so we can proceed with processing their claim.

  Customer Answer

  Date: 10/05/2023

   Accept, given the fact that the wrong claim number was used and mechanic sent an email telling them that with no response

• Initial Complaint

  Date:07/14/2023

  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.

  Purchased a engine and the oil filter housing unit failed at after 400 miles spewing oil all over the engine. I called the warranty department to be told that they wont cover it because its s complimentary piece on the engine and was not installed by the manufacturer. THIS SHOULD BE COVERED BECAUSE YOU SUPPLIED THAT PIECE WITH THE ENGINE. I HAVE TO PAY $800 to get my vehicle fixed!!!! Unacceptible and definitely missleading on the standing behind their product. I will be filing a complsint with the ****

  Business Response

  Date: 07/18/2023

  We are sorry the customer had an issue with our product.  We have mailed out warranty reimbursements totaling $677 which includes labor for this leak that was coming from a part that was not installed by the manufacturing plant.  ******** standard is leaks on parts/gaskets not factory installed are not covered under factory warranty.  We feel we have gone above and beyond by covering labor on a leak from a part manufacturing did not install.

• Initial Complaint

  Date:06/27/2023

  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.

  Bought an engine through pundman ***** *** first delivered an engine that was dead on arrival 2 months later sent an engine and it lasted **** miles and blew up. now they will not honor the warranty.

  Business Response

  Date: 06/27/2023

  We are sorry the customer is having issues with the vehicle.  We replaced the engine once under the customer's no fault warranty coverage which covers replacement engine and labor per the terms of the agreement on a one-time basis for non-manufacturing defects.  The engine had been severely overheated.  The heat tabs which do not melt until ******* degrees were melted which is way above normal operating temperature. This used the customer's no fault warranty coverage.  We do not show the customer ever submitted a copy of the labor invoice for the engine replacement on this claim. If they would like to provide the invoice, we will honor the labor reimbursement per the terms of the coverage.  Since the no fault warranty expired on this claim due to being a nonmanufacturing defect the customer now has manufacturing defect only coverage.  The 2nd engine was also overheated to the point of detonation.  Detonation is not a manufacturing defect.  See page 7 line 3 under exclusions where detonation is listed as an exclusion from coverage.  

• Initial Complaint

  Date:08/30/2022

  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 been trying to communicate with advance power train solutions for resending me a other engine the current engine is knocking and 3 member inspector came out to my shop and he didn't see anything inside of spark plugs or top of the piston heads and we put it back together and started up the truck it knocking on the lower end bad and the inspector said he didn't know what to do and I been on the phone with the inspector he can't get hold of them either I want a new motor

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/08/31) */ We initially spoke with JR Auto Repair on 7/21/22 about what was reported as an internal engine knocking noise approx. 390 miles after installation. JR Auto Repair proceeded to inform us the core engine came apart and the intake manifold was reused, not replaced. This carries a manufacturing defect warranty and we asked JR Auto Repair to use a borescope and send us images of the piston tops. Our concern is debris transfer via intake manifold due to reusing the intake manifold from core engine that came apart. JR Auto Repair was going to do that but fast forward to 8/29 we had not received anything from JR Auto repair and now they tell us they don't have a borescope and are unable to send us borescope images. We promptly offered to send a 3rd party inspector to bring a borescope and get the images to aid in our decision making as to whether this appears to be a manufacturing issue or an installation error not covered by manufacturing defect warranty coverage. Keep in mind their are no fault warranty coverages available on our product which were not purchased. JR Auto Repair did not like the idea of us sending a 3rd party inspector and proceeded to call and call and call repeatedly. To their defense we have been having phone issues but we were also communicating via email with JR Auto Repair every step of the way in no uncertain terms. The 3rd party inspector didn't have a functioning borescope and this 3rd party inspection provided no information that would help one way or another. We ended up shipping a replacement engine 8/30 which is currently in transit to JR Auto Repair and should deliver 9/1. We still have concerns this is not a manufacturing defect that caused the issue but will have to wait until the alleged defect is returned for in house inspection to make that determination. Either way we have shipped a replacement 5.7L Hemi engine free of charge to JR Auto repair along with covering the shipping cost both ways even if this proves to be an installation error. Consumer Response /* (2000, 7, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)