ComplaintsforAdvanced Powertrain Solutions

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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.)

• Initial Complaint

  05/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a long block engine from this company and I have had to have the first one replaced and the second engine from them that I have installed had failures as well. The "owner" of this company refuses to pay for work that I had to get done to keep my truck on the road and is now making me jump through hoops just to try not to fix the problems he has caused. My mechanic has told me that the oil leaks that remain are caused by some other issue within the motor itself. Advanced Powertrain Solutions will not stop making hoops and I'm done jumping. Apparently standing behind your work does not exist any more and I'm done spending money on the piece of junk that they have produced and now I'm in the hole over $3,000 and without a good working vehicle. All I want them to do is fix my dang truck and make it right. Not asking for anything other than that.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/16) */ We are sorry ****** is having an issue with our product. The manufacturer did replace the engine previously under warranty covering the cost of replacement engine, shipping expenses, and labor coverage per the warranty coverage last October. Regarding the current claim we are getting a lot of conflicting information and we can't seem to get ****** to leave the truck at the shop long enough for our warranty technicians to work with the shop to properly diagnose. Some of the issues the last shop said were issues such as an oil leak from the gear box and inner axle seal which would not be an issue within the long block engine assembly therefore not covered under warranty. Another issue the shop reported was drivability concern which they felt was being caused by aftermarket converters and headers and needed to be converted back to factory exhaust system. Those are also not internal long block engine issues. We've also heard possible oil pan leak, possible rear main seal leak, and possible engine oil galley plug leak. Those are within the long block assembly so we requested pictures of these leaks. We do require pictures of leaks at the source. We believe this is a pretty standard request. Any other manufacturer or warranty company we have worked with would also require pictures of the leak/s. We were met with resistance and have not received the pictures of the leak/s. The shop ****** has been working with is a Chevrolet Dealer and wants to replace the engine with a GM engine. The manufacturer would not authorize someone else's product to be used and typically would not replace the engine due to oil leak but would typically have the leak repaired but at this point we have not been presented with pictures showing these leaks. On 5/6 we advised ****** to have the truck taken to shop of his choice and let us know when that will be so we can have 3rd party inspector go to the shop to help determine source of these leak/s and any other issues they may be having. It was our understanding ****** was going to take the truck back to his original installing shop but we have not heard back since. The manufacturer wants to help and take care of any manufacturing defects within the long block. We just need ****** to get the truck to a shop who is willing to work with our warranty team to properly diagnose and get required documentation to make an informed decision and move forward.

• Initial Complaint

  03/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In late August 2021 I bought a remanufactured GM 4L60E automatic transmission from Advance Auto Parts, supplied by (APTS) Advanced Power Train Solutions. Received the transmission in early September. I replaced transmission cooling lines, installed a transmission cooler as advised by APTS, installed the transmission, brought the ATF level to full and preceded to test drive the vehicle. The transmission shifted very harshly, threw a 0894 slippage code in less than 100 miles. Took it to Advance Auto, told me to contact APTS. I talked to Mark at APTS, filed claim No.XXXXXX and told me to take it to a transmission shop. In late October, ( invoice Oct 22, 2021) the transmission shop replaced the wiring harness assembly, I picked the car up and it still shifted very harshly, threw the 0894 code. I called APTS, they sent another transmission to the repair shop and they would reimburse me for part of the labor. Got the second transmission installed (invoice date Dec 13, 2021). In less than 200 miles the transmission started to slip in 3rd and 4th gear. By this time I have had enough of APTS, I removed the transmission and returned it to Advance Auto Parts. I went to a salvage yard and purchased a used transmission (first week of January). There is close to 2000 miles on the used transmission with no issues. After repeated calls to APTS to request their share of the labor for the installation of the second transmission, I was told that the claim was denied because there was water in the transmission. I really have a hard time believing this. After the fact; I was told by two of the sales people at Advanced Auto Parts that they won't sell anything from APTS because they have had nothing but trouble with their products. The salvage yard who provided the used transmission also said they no longer deal with APTS. These people cost me close to $1300 in unnecessary labor and ATF.

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/04/06) */ Advanced Powertrain Solutions sold this 4L60E transmission to Advanced Auto Parts with a manufacturing defect warranty. Our transmission team agreed to replace the transmission with labor pending warranty return, inspection, and approval in good faith that there was a manufacturing defect in the transmission. Unfortunately inspection revealed that there was water intrusion inside the transmission. That is not a manufacturing defect therefore not covered under the manufacturing defect warranty coverage. We did not back charge for the cost of replacement unit or freight costs to ship replacement unit and freight cost to bring the alleged defect back. We still covered all of those costs to help the customer even though there was not a manufacturing defect. Concerning the 2nd claim XXXXXX. This is an approved claim. We issued a refund credit to Advanced Auto who in turn refunded the customer for the transmission purchase. Please submit your labor invoice to [email protected] with claim # XXXXXX on it or in the email so we can process this labor claim. In your request on this bbb complaint you say you are looking for labor on removal. Since this was a refund we assume you sourced a replacement from another supplier. If this is the case and a replacement was installed we will offer to cover removal and replacement under our warranty coverage of $50 per hour at All Data labor time for the application. Please indicate if you have already paid the repair shop for this RR or if labor payment needs to be made to the repair shop. If you paid the shop please include receipt showing paid in full. Consumer Response /* (3000, 7, 2022/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Advanced Power Train Solutions says that water in the transmission caused the failure. If this is the case, the water would have had to have been in the transmission when I received it. I replaced the cooling lines and installed an external oil cooler as directed by APTS. I removed the transmission from the shipping container and installed it in the car, added the appropriate amount of Dextron VI ATF from sealed quart containers. Took the car out to test drive. Transmission immediately shifted very harshly. The next day I took the car for a longer drive and the 0894 slippage code came up around 80 to 100 miles. I do not think for one minute that the transmission was shipped to me with water in it, nor do I believe that water caused the failure. I took the car to a transmission shop as requested by Mark at APTS. The shop replaced the transmission wiring harness with lock up solenoid. To do this the transmission pan had to be dropped, I'm sure if there had been water in the transmission it would have been noted. I picked the car up and again the shifting problem was still present and the 0894 code appeared. APTS says that water caused the failure, how much water would have had to be in the transmission to cause it to fail in less than 100 miles? I am 72 years old, I have been working on cars since I was 15, I am a state certified journeyman repairman, machinist, plumber, welder, millwright and have extensive hydraulic experience. I understand the detriment of water in oil, but for water to have caused this transmission to fail in less than 100 miles, there would have had to been a very large amount of water present. If the failure had happened after 2 or 3 thousand miles, there would have been some credibility to APTS theory. APTS sent another transmission that was installed by the previously mentioned transmission shop. This is what APTS agreed to pay a partial amount of. The second transmission failed in less than 100 miles, slippage in 3rd and 4th gears. I removed the second transmission myself and installed a used transmission obtained locally, nearing 3000 miles and no issues. I previously requested compensation for removal of the second transmission; being that it cost me nothing but my time; I don't need that. I want APTS to pay their share of the expense for removal of the first transmission and the installation of the second. I can't say that APTS didn't find water int he transmission, I'm sure that an independent third party did the inspection (NOT), but Advance Auto received the first transmission December 13, 2021 and they still had it when I returned the second transmission the first week of January 2022. I called APTS every week for 3 weeks to ask about the status of my claim. They said they did not have the transmission yet. I went to Advance Auto to inquire about where the transmission might be, at this time they still had both transmissions there. For about 6 weeks Advance Auto had the transmission in their possession, how they handled it might explain why there was water in it, if there was. Business Response /* (4000, 9, 2022/04/11) */ These transmissions are dyno tested prior to shipping and ship inside a plastic dunnage which protects them from elements such as water. The unit in question did not leave our transmission plant with water intrusion, however there was damage internally caused by water intrusion upon return. See attached pictures showing the the discoloration to fluid caused by this water intrusion. Also, it does not take long for water to mix with the transmission fluid and cause serious issues and we were told this unit had 325 miles on it at time of failure which is more than enough time. Also noticed on RO for denied claim XXXXXX the mileage is listed at XXXXXX but we were told XXXXXX so if XXXXXX was the true mileage at failure and installation mileage was XXXXXX as reported then really this had 893 miles, either way this was easily enough time for the damage and mixture to occur. As previously stated we did not back charge for the cost of replacement unit or freight costs to ship replacement unit and freight cost to bring the alleged defect back. We still covered all of those costs to help the customer even though there was not a manufacturing defect. Furthermore our offer to cover RR labor at $50per hour at All Data labor time on the 2nd claim XXXXXX still stands, we just need a copy of that labor invoice submitted to us. In addition to covering cost of replacement even though the first unit was not a manufacturing defect and offering to cover removal and replacement of 2nd unit even though they did not replace with another one of our units we also issued a refund to AAP for full cost in which we sold this to AAP which also included original freight charge. We feel this is a very fair offering considering the first unit was not a manufacturing defect. Consumer Response /* (4200, 11, 2022/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let's talk about mileage. When I ordered this transmission at Advance Auto, I was asked what the milage on the vehicle was. I stated that I was not sure of the exact mileage but, it was over 213,000. I told them I would go home and check to get the exact mileage. Their response was; is it closer to 213,000 or 214,000 and I told them that it was definitely closer to 213,000, thus the recorded mileage. This transmission did not fail at 325 miles or 893 miles, it failed right out of the box. Immediately shifted harshly, the slippage 0894 code appeared in the first driving cycle, which in this car is between 80 and 100 miles. I took the car to Advance Auto and the associate that sold me the transmission pulled the 0894 code and said that the code probably was from the original transmission. He cleared the code and told me to drive it to see if it came back, which it did. Another driving cycle, another 80 to 100 miles. Returned to Advanced Auto, different associate pulled the 0894 code, stated that I was in for nothing but problems with these people (Advance Power Train Solutions), but drive the car and see if the 0894 code came back, which it did, another 80 to 100 miles. This is when I contacted APTS and Mark instructed me to take the car to a transmission shop. The shop is about 40 miles from me. We now have 3 driving cycles, between 240 and 300 miles and another 40 miles to the transmission shop, total between 280 and 340 miles. The transmission shop replaced the wiring harness with lock up solenoid at XXXXXX miles. Given that the EXACT milage was not recorded by Advance Auto, this 350 miles is pretty accurate. I picked the car up and gave it back to my daughter. Three days later she called me and said the check engine light was back on, 0894 code. Called APTS, Mark said they would send another transmission but they didn't have one ready and would have to build one. Not sure of the time frame to when the second transmission was shipped, couple weeks. The shop that worked on the first transmission could not install the second one for several weeks. This is my daughter's only means of transportation, thus the XXXXXX miles at the time of the second transmission being installed. The second transmission began to slip in 3rd and 4th gear in under 200 miles. I went to Advance Auto to check on the status of the first transmission claim and tell them that the second transmission was slipping. I asked the manager how we were going to resolve this situation and he told me that he was going to refund the cost of the transmission because the chances of getting a good transmission from these people was pretty slim. I went home and removed the second transmission, built a shipping container and returned the transmission to Advance Auto the next day and they refunded my money. Now, about the shipping container that protects these transmissions from the elements, two of the rubber straps that hold the top half of the container to the bottom half were broken. The top half was flopping all over the place, inside the container there was nearly a gallon of dirty, stinking, used transmission fluid. The container was worn through on the bottom, seeping ATF, still traces of this in the bed liner of my truck, sloppy and unprofessional. I cleaned the container before I placed my core transmission in it and included a note about the filthy container and the fact that one of the bolt holes for the shift cable anchor bracket was stripped out. I tapped the hole out to the next size and included a picture of the hole being tapped. I would predict that the person unpacking the core most likely threw the note in the garbage. As I previously stated, I removed the second defective transmission and installed a GOOD used one myself. There is no invoice for the removal of the second transmission. I have 7.5 hours of my time in the removal and installation. APTS talks about all they did for me; what they really did for me was send me two defective transmissions, not one but two, cause me 4 months of aggravation and cost me a lot of money for nothing. The first transmission failed from the start, not 325 miles, not 893 miles, out of the box. They owe me their share of the removal of the first defective transmission and installation of the second defective transmission. If they want to pay for the removal of the second defective transmission, which I did myself, please do. Maybe they want to pay the $100 for the lumber I purchased to build the shipping crate for the second transmission also. I have no faith in anything these people say or in any of their products.

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