Complaints

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:04/09/2024

  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.

  I purchased a crate engine from this company. They said the motor was perfect, rebuilt, and that it came with a warranty. It was guaranteed to work. However, the first motor did not work. It had a rough vibration, and my mechanic said it was most likely not balanced properly. We sent it back and received a second motor. It also has a horrible vibration, not as bad as the first, but this engine was built in a substandard way. I had to pay my mechanic for 2 installs instead of 1. We asked for the warranty to be honored, but they said their engine was perfect; it wasn't. I can prove the engine is not balanced because the second engine is horrible as well. The problem is, they don't have a way to inspect it. That's not fair to me. I can take the engine anywhere and any mechanic would say the same thing. The tech told me it was an abnormal misfire or bad motor mounts. This is also incorrect. As I said, I will take this truck to a shop of their choosing, but that's not an option. The only option is to take the motor out and send it back which will cost me another $2000 dollars. And, since it's in ***** and I'm in **********, there is no way to be present when they inspect it. So, they can say whatever. This isn't fair, the motor was clearly not balanced properly. When I complained, *****, the level two tech said they do not hot test fire the motors. How can they know the engine is good if they don't test fire the motor. Everybody in the industry test fires the motor.

  Business Response

  Date: 05/03/2024

  We would first like to apologize to Mr. *** for the issues that he may be having with our product.  We have located the sale and the subsequent warranty claim in our system (WC161357).  The first engine we shipped to Mr. *** was picked up and returned to us for a full factory teardown/inspection, where we did not find any factory/manufacturing defects and the claim was subsequently denied.  Per the terms of the warranty on the product he purchased, he was provided a replacement unit up front and is entitled to labor reimbursement per the terms of the warranty, but to date we do not have a repair order for the original install and install of the replacement unit either.  We certainly encourage Mr. *** to submit the required paperwork so we can close his claim and get him the reimbursement he is owed per the terms of the warranty. To address ************ complaint about his replacement engine having the very same issue, we would need Mr. *** to contact our warranty department to get a new claim started and one of our technicians will let him know the options since his first claim was denied.  Given the findings on the first engine upon factory inspection and that the first engine and the replacement engine were remanufactured 6 months apart, it is highly unlikely that there will be any factory defect found with the replacement.  We look forward to helping Mr. *** in any way we can and getting him reimbursed on his first claim and have technicians standing by for his call.  

  Customer Answer

  Date: 05/14/2024

  To Whom it May ******************* is just lip service. They say they will reimburse me for labor, but I have not submitted the paperwork. This is incorrect. That was my main complaint. I wanted reimbursement for labor because I had to pay my mechanic twice to reinstall the second engine. During the phone call, the tech told me absolutely no, they would not reimburse me for the labor. The second engine they sent is almost as bad as the first, and I can take it to any mechanic to prove it. I am stuck with a horrible engine and they are doing nothing about it. This is just wrong.
  

  Business Response

  Date: 05/21/2024

  As previously stated in our last correspondence, Mr. *** is entitled to labor reimbursement for his first claim per the terms of the warranty, but we must have the repair order (RO/Invoice)from the original install and the RO/Invoice from the installation of the replacement unit documenting that the work was completed at a Licensed Automotive Repair Facility (LARF) and not performed in a DIY setting.  I have personally marked his claim to be paid per and he can reach out directly to our warranty department at ************ (opt 3) for further instructions on how to submit the required paperwork for labor reimbursement.  To date, we still dont see that Mr. *** has contacted us to start a new claim and discuss the issues he is experiencing with his current engine. Again, we are happy to help Mr. *** per the terms of our warranty, but we have had no contact from Mr. *** other than via this BBB complaint.  

• Initial Complaint

  Date:08/16/2023

  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.

  -Bought an ATK remanufactured motor on the JEGs website on 05/10/23.-repair shop recieved motor at the beginning of June. Took 2 weeks to remove old motor and replace with new one.-motor was shipped with bad lifters. ******** said there is a loud ticking when he first ran the motor after install. 60 miles were put on to the motor before being sent back to the shop at the end of June.-Spent several weeks trying to get ATK *** mechanics talking and get ATK the information they have requested. Took multiple times of calling and talking with *** to ** firm they have the information and what steps are next. -Talked them on 08/16 and they sound like that the warranty is only going to **ver partial of the repair and they want the mechanics shop to take apart the motor to fix the lifters. Mechanic does not want to take a part a brand new motor because of other potential issues with possible metal pieces get in the motor from the bad parts that were installed by ATK. -Mechanic said that this motor needs to be replaced, any metal shavings or pieces will damage the motor further. -ATK customer service seems to not care about getting this motor fixed and seems to put blame on JEGs, which are only a middle man.

  Business Response

  Date: 08/22/2023

  We first want to apologize for the issue that ********************** is experiencing with his remanufactured engine. I show that on 06/28/2023, we opened warranty claim number WC152528 and have since been working toward a resolution.  We covered the warranty terms and the claims process with ********************** on 06/28/2023 and let him know that we would need to speak to the technician working on the vehicle so we could provide initial diagnostic instructions for us to determine best course of action (repair or replace).  At this time, **** stated that he was not happy with the terms of the warranty or the rate at which any eventual repair or replacement would be reimbursed.  On 07/07, we were finally contacted by ******,************************ mechanic and transferred him to our level 1 tech queue, but he disconnected the call before one of our techs could answer.  On 07/12, we were contacted by **********************,where he demanded that we send him another engine.  At that time, ********************** was transferred to one of our level 2 technicians who covered all the terms again, explained what we needed to advance his claim and ********************** stated he would get with his mechanic.  On 07/27, we received a 10 second video depicting the issue that ********************** is experiencing and sent confirmation back via email on the next steps of the claim process, which would have been to call and speak to one of our level 2 technicians to review the video that was submitted.  On 08/16, ********************** called to state that his shop had called multiple times trying to reach a level 2 technician; we have no record of contact in our claim notes or in our phone recordings and asked that we try and call his mechanic.  08/16, after reviewing the video that was submitted, one of our level 2 technicians made an outbound call to the shop that was working on ************************ vehicle and spoke to ***** (mechanic).  We suggested that it sounded like a possible lifter noise and the best course of action would be to pull the cylinder head and inspect the lifters and if damaged to replace them and document the repair with photos.  ***** went on to explain that he would not perform the diagnostic work and/or eventual repair we requested.  Our level 2 technician then called ********************** and explained what work we requested his mechanic to perform; ********************** went on to provide his opinion that we should be covering this in full despite the terms of the written warranty.  We explained to ********************** that should the repair be made, we will require photos to be taken before, during and after the repair.  ********************** stated that you will cover labor in full and then disconnected in call.

  
  We have done everything in our power to provide resolution to ************************ issue, but he and his mechanic both refuse to work within the terms of the warranty.  We are happy to continue to work towards a solution with ********************** and his mechanic, but within the terms of the warranty.  ********************** and/or his mechanic can contact us at ******************** to speak to a level 2 technician to discuss further and get this resolved.

  Customer Answer

  Date: 08/24/2023

  I am rejecting this response because:   

  The damaged lifters that were installed in the remanufactured motor has the potential cause metal to be in the oil and would require a full tear down to remove any of the potential metal pieces or shavings that *** have mixed with the engine oil.  The shop did not want to pull off the cylinder heads on a motor that is supposed to be new, or remanufactured to factory specs. This should not be happening and I have already spent $8200 for this motor and installation. I do not have to funds to spend to cover the repairs. The warranty that was offered does not even cover the cost to repair ATKs faulty motor. Looking at previous customer reviews, that has been the case on several occasions.  **************** rep stated that the warranty only covers $95/ hr in labor and my shop charges $165/hr in **********. No shop wants to take the responsibility of trying to repair this new motor. I cannot find a shop, for a reasonable price, that will repair this motor because of the potential issues with the contact between metal parts. My repair shop has told me that a new motor is needed to be installed. 

  Business Response

  Date: 09/01/2023

  Again, we apologize for the issues that ********************** is experiencing with his remanufactured product.  On 08/23/23, we did speak with **** (mechanic) and he once again refused to perform any diagnostic work.  We then tried to call ********************** and were not able to make contact or leave message as there was no voicemail set up.  On 08/28/28, we emailed **** (mechanic) that we can offer a replacement, but labor will be covered per the terms of the written warranty once the alleged defect was returned and check in on our docks.  To date, we have not heard back from either **** or ********************** to confirm that they want the unit shipped.  We will reach out to both ********************** and **** again today to try and get confirmation, however, we will still only cover the labor to the terms of the warranty.  

  Business Response

  Date: 09/01/2023

  Shortly after my 09/01/23 reply, we contacted and spoke to ********************** and let him know that we will send replacement long block and again reviewed terms of the warranty of the product that he purchased, which are/were posted at the time of ************************** purchase on the retailers site where he purchased his product.  We explained to ********************** the he was responsible to pay the shop and that labor would be paid at $95.00 per hour per the written terms of the warranty.  ********************** stated that the warranty hourly rate not enough and abruptly hung up on **************.  ************** called ********************** right back and asked if he wanted us to ship the replacement; he said no do not ship and refuses to accept $95.00 per hour per the terms of his warranty and again hung up on **************.

  We have made multiple attempts to satisfy ************************** claim, but we will only work within the terms of the warranty.  ********************** has *** obstinate from the onset of his claim and simply refuses to accept the terms of the warranty.  Until ********************** is willing work with us, there is nothing else we can do for him.

  Customer Answer

  Date: 09/05/2023

  I am rejecting this response because:   

  All attempts from ATK have been to only take partial responsibility for the faulty products and leave me with paying for at least 50% of the cost to fix their poor quality engines. Leaving me with paying for this is unacceptable. Selling a product that is faulty and making the consumer pay for fixing it is poor business practice. The reviews say it all. The only way this will be fixed is if they put a new motor in my jeep. I will not pay a dime to fix their poor craftmanship.

• Initial Complaint

  Date:04/28/2023

  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 bought a **** 300 engine from Jegs. This company ATK is their warranty/ engine manufacturer. They have been absolutely horrible to work with. Constantly hanging up on me. Not returning my mechanics emails. Not calling me back this I am unable to get a new engine after the first one they sent me was faulty. They continue to not solve the issue for almost 5 months now. I cannot take this much longer. I have been manipulated by their false promises. Ya am also performing all the test they have asked me and my mechanic to perform which is costing me money that I dont have nor should I have to spend.

  Business Response

  Date: 05/08/2023

  We first want to apologize for the issues that ************** is experiencing with his remanufactured product and the delays in getting ************** a replacement.  I do see that we have an active warranty claim (WC137382) open for ***************  I also see that ************** did experience and slight delay in his claim process, due to his assigned technician leaving our company and we are truly sorry for this as well. As of 04/25/23, **************** claim is back on track and there is a replacement on order for him; he was advised that the replacement would be on back order also on 04/25/23.  ************** is first in line for the next unit to come off our production line and is estimated to ship the week of 05/22/23. ************** and his mechanic will both be notified when the replacement unit is in stock and ready to ship.  Again,we apologize for the issues ************** has experienced throughout his claims process, but rest assured a replacement is coming. 

• Initial Complaint

  Date:11/01/2022

  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.

  On May 30,2022 I bought a crate motor from atk/vedge for $4315.00. It was delivered a few weeks after and it was installed by me. I've been building/installing and troubleshooting small block Chevy motors since I was around 14 years old and I am now 42, so I can assure you I know all about these motors and how to care for them even in the critical first 500 to 1000 miles. Anyway, all was good and I was pretty satisfied with the motor until one morning when I started the car and out of the blue it made a terrible noise and just swarmed. The motor now only having 450 miles on it was completely destroyed, but I could not tear it down and diagnose the situation because I did not want to void the so called 2 year unlimited mile warranty, so I began the horrible warranty claim process which took weeks of calling to finally receiving a warranty claim number( ******). I then pulled the motor and sent it back to atk/vedge for them to do an inspection. A few weeks later the technician Eric, called me and told me they would not warranty the motor because it was determined it failed due to detonation. They shipped the motor back to me and as soon as I got it back I pulled one of the heads off of it and saw instantly what caused the motor to swarm and it was infact not detonation that caused it. Whoever built the motor did not gap the rings therefore causing the motor to fail. I know this because when I was in my early 20's I made the same mistake and the exact same problem occurred. I tried to call Eric but he would not answer or respond to my messages. I've tried calling, texting, e-mailing and even writing several reviews and I've got nowhere. I'm not rich so this this was a pretty hard hit to deal with because now almost 5000 dollars gone for something I know 100 percent was their fault, and I still have to aquire another engine. It is just wrong to do someone like this! I want to be reimbursed some money and I will build a motor,which I should of done to begin with.

  Business Response

  Date: 07/07/2023

  In response to the below complaint, we have reviewed the warranty inspection and our findings are the same, this is a denied claim due to detonation whether timing, fuel, or combination.
  of both. Customer claim of knowing all about these engines but uses terminology that we have no idea what he means by swarmed. I have over 40 years experience and have built hundreds
  of top professional racing engines in that 40 years and have never heard the term swarmed. A claim of 28 years gives no definite amount of experience. Warranty documentation has pictures
  of destroyed pistons, one piston so badly damaged it physically beat a hole through the top of the piston with the debris of the fragments that broke off the piston. Customer claim of starting
  the car and out of the blue a terrible noise and just swarmed (have no idea what he means by swarmed ). This amount of damage does not happen in a matter of seconds this engine was ran
  for a while for a hole to be literally beat through the top of the piston. Detonation puts an excessive amount of extra heat in a combustion chamber over heating all of the components and also
  leaves a distinct discoloration to the top of the piston that is present in a picture. Customer states having 450 miles on engine and his claim of rings not being gapped would have lead to this
  engine destroying itself almost immediately not 450 miles later.This warranty claim stands denied with customer being at fault and no further assistance will be offered.