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:03/28/2024

  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.

  On 4/28/2023 we purchased a remanufactured engine through LKQ, who sourced it from ATK. We received the engine on 5/9/2023 and installed it on 5/23/2023. The vehicle had ******* miles on it when we installed the engine. At ******* miles the vehicle began to overheat, the customer took it to the closest repair facility where they diagnosed the problem as a blown head gasket or cracked head. She trailered the vehicle back to our repair facility and we confirmed the vehicle having a blown head gasket or cracked head. Coolant is mixing with oil. The engine came out of the factory this way as the heat tab was not activated and the vehicle had been driven less than 500 miles. We were unable to put a replacement engine in right away as a tech of ours ruptured his bicep tendon. We received the second engine and replaced it on 2/29/2024 and it runs horrible. It sets a code for VVT system malfunction and cylinder 2, 4, 6 misfires. Two engines bad right out of the factory. The first faulty engine was picked up on 3/4/2024 and delivered on 3/11/2024. We're told we can not proceed with anything until *** has inspected the first faulty engine. It is now 17 days after receiving the first faulty engine and there has been no inspection done. We are only getting paid a fraction of our labor rate and our customer is not being reimbursed for the trailer, fuel, or hotel expenses she endured. Mind you, she has been without her vehicle being forced to drive her Yukon which is not as fuel efficient has her Lexus, plus her plan was to sell the Yukon after the Lexus engine was installed. The vehicle has now depreciated. We still do not know what's happening with the second faulty engine. We need answers and we need compensated fairly.

  Business Response

  Date: 03/28/2024

  Hello, unfortunately this claim is not for us. We are ATK High Performance, this is not one of our engines. Please get with the proper company ATK Engines/ATK VEGE for assistance. 

  Customer Answer

  Date: 03/28/2024

  I have reviewed the business response and accept this resolution. I apologize for selecting the wrong business.

• Initial Complaint

  Date:12/04/2022

  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 remanufactured engine. The first one failed, and so did the second one. Now they won't warranty it again. My argument is that they have yet to send me a working engine. This last time the engine failed was because the piston end cap broke off, and is no longer connected to the crankshaft. The engine was over $3000 and I had to spend $2000 twice to have the engine installed. Over $8000 total

  Business Response

  Date: 03/08/2023

  Business Response /* (1000, 5, 2022/12/07) */ We first want to apologize to *** ******* for the issues that he has experienced with his remanufactured engine. According to our records, the original purchase date was 04/21/2017, and that unit came with our standard 3-year unlimited mileage warranty. On 05/22/2018, we opened claim WCXXXXXX for a reported overheating issue after driving on the highway. Our technicians requested some diagnostic testing to determine the reason for overheating. On 05/24/2018, we informed *** ******* that we would ship out a replacement, but that he would be responsible to pay the shop for the repairs and reviewed labor payment would be pending engine inspection per the written warranty terms. At some point, the shop where the vehicle was located refused to perform any further work on *** ********** vehicle. Unfortunately, due to this we couldn't ship a replacement. On 06/06/2018, we were informed by customer that he had reached out to his lawyer since he felt that the shop was responsible for the issues to his vehicle and in the meantime was trying to locate another shop to do the repair work and was to call us back once he had the new shop's information. We didn't hear back from *** ******** so the claim was closed. On 06/15/2018, *** ******* called back to open new claim (XXXXXX) with new updated shop information. At that time, we asked for some minor diagnostics to ensure nothing was missed from the previous shop. On 06/27/2018, we shipped a replacement unit. On 08/29/2018, our technician reached out to *** ******* to review the claim findings and inspection report and informed him that labor was approved and paid per our terms. Mr. Shuring commented that the replacement was running good so far, but noticed that engine would run rich and there was a slight rough idle on right bank due to possible misfire. *** ******* was going double check engine management systems and call back if the issue persisted. 08/29/2019 was the last contact that we had with *** ******** At this this time. the unit is now out of warranty by more than 2 years per our written warranty terms. The warranty term is based off of the original purchase and didn't start over again upon the receipt of replacement engine.

• Initial Complaint

  Date:05/21/2022

  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.

  A reman engine was purchased "with a no fault warranty" in April. The new reman engine failed before the car even left the maintenance bay. Gearhead has stated they will not warranty the engine now, because I have aftermarket parts installed on the car. However, after speaking to the salesman that sold me the engine, he agrees that it should be under warranty. The Gearheads website states the standard warranty will be voided with aftermarket parts installed. However, the No fault is just that, covered regardless of what happened. I have given the warranty department several calls in the past weeks with promises a supervisor will call me. A supervisor has yet to call me about this warranty. As a result I have disputed this transaction with me credit card company. I am requesting a new engine from Gearhead and all labor covered as well, since the car never even made it out bay.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/05/26) */ We first want to apologize to Mr. ****** for the issue that he has experienced with his remanufactured engine and we also want to apologize for the misrepresentation of our warranty by our sales personnel. We have spoken to Mr. ****** and we have come to a mutual decision that satisfies all parties and Mr. ****** stated that he will be withdrawing his compliant with the BBB. Consumer Response /* (2000, 8, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Update: John S*********, the VP of sales, has reached out to me. We have come to a mutual agreement to resolve this complaint. If this agreement is honored, I will accept the proposal presented.

• Initial Complaint

  Date:05/19/2022

  Type:Customer Service 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 6.2L Remanufactured Engine on 6/7/2019 for my 2008 H2 HUMMER from Gearhead Engines and Upgraded my Warranty to the No Fault Warranty Protection. Ever since the new engine was installed it ran hot. All new parts that Gearhead required at the time of installation were replaced such as the Radiator, Water Pump, Thermostat, etc... A upgraded Radiator that was easily twice the Capacity of the Stock Radiator and a Lower Temperature Thermostat were installed about a year later to try and control the Coolant Temperatures. This did not help. The only way to control engine Temperatures was to keep the Heater on which during summertime was not acceptable. A Warranty Claim was started asking for a replacement engine. Warranty Claim #: ******* was opened with Blain W*** as the Claims Agent with LKQ Corp. as this the Warranty Company that Gearhead Engines uses. The Agent was Rude and Disrespectful right from the very beginning of the Claims Process. A replacement engine was requested but denied. Blain had requested that the engine be disassembled and the Engine, Heads and Head Gasket be inspected before LKQ would do anything. I mentioned that tearing apart a engine that far that is still under Warranty should have been grounds for a Engine Replacement right there but he did not agree. The vehicle was sent to the Dealership Service Center for Diagnosis. The Mechanic had to have the Heads sent out for inspection. They found that the Number 3 Exhaust Valve shows signs of being washed out on one side of the valve and that the heads were warped. Pictures were sent to Blain and there was no response from him either by email or voicemail. After weeks had past with No Response from Blain or LKQ, I told the Service Center to go ahead with repairs. The Service Center bill was paid by myself and then Forwarded on to LKQ for Reimbursement. Blain then decided to finally respond and said that the Engine Warranty is now Void! I would like Reimbursement for the Repair Bill.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/01) */ We first want to apologize to Mr. ******** for the issue that he has experienced with his remanufactured engine. We have been in contact with Mr. ******** and will soon come to a mutual agreement that satisfies all parties.