Complaints

This profile includes complaints for Tri Star Engines and Transmissions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tri Star Engines and Transmissions

  PO Box 96 Baldwin, WI 54002-0096

  
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  Tri Star Engines and Transmissions

  320 10th Ave Baldwin, WI 54002-9411

  

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:02/20/2024

  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.

  Product has failed multiple times. (Details listed under 'explanation'.)Company is not responding to my requests.Company literally told me to stop contacting them.I have a valid warranty thru Tristar and they are not working with me.Resolution:They can reimburse me for my engine and save us both the trouble of going through a 4th repair on their product which is unreliable and sure to leave me stranded again. I do not have a dollar amount since they refuse to respond to my request for a copy of all my previous claim paperwork.

  

  Business Response

  Date: 02/22/2024

  We first want to apologize for the issue that ************************** is having with her product.  We do show that **************************** in *********, ** was the actual purchaser of the engine through Tri-Star and then resold and installed into Ms. ***********'s 2016 Chevrolet Equinox on 09/21/2021, per the original repair order from ******** ***********.  On 01/31/23, we received a call from Brain (technician) at ******** *********** where he reported that the oil had blown out of the engine and it was making a really bad/loud knocking noise.  We opened warranty claim number ***** and instructed some basic diagnostics to determine the issue.  On 02/15/23, the best course of action was to send a replacement unit to get Ms. *********** back on the road; at that time we covered the labor hours, labor rate and fluid allowance with ***** at ******** ***********;our financial responsibility is to ************************** as they were the original purchaser.  On 02/27/23, the alleged defective unit was scheduled for pickup.  Since this engine was originally purchased with the No Fault Warranty, the labor, oil, oil filter, and tax were all covered to terms and paid to ******** *********** on 03/09/23; we also issued payment directly to ************************** in the amount of $100.00 for the towing allowance as part of the No Fault Warranty on 03/14/23.  On 03/17/23, the factory inspection (full tear down/analysis) was completed and the claim was denied due to inadequate maintenance/neglect (inspection report attached).  Due to the denied claim, the No Fault provision of the warranty was consumed and only the Standard Warranty remains (attached).  Ms. *********** contacted us 01/15/24 via the Tri-Star webpage and again via email on 01/22/24 regarding the replacement engine now having an issue.  To date, Ms. *********** has not taken her vehicle back to ******** *********** or any other automotive repair facility to have them take a look at it. 
  

  In the interest of time and to satisfy Ms. ***********'s request to simply be refunded for the engine, we will honor her request, but the refund will be prorated based on the months in use.  Her original purchase price to ******** *********** was $4100.00 for the engine, which is covered by a 36 month warranty ($113.88/month).  The original engine was installed 09/21/2021 and used until 01/15/24 (latest reported issue), Ms. *********** has had roughly 28 months of usage from the original engine and replacement engine combined.  With the initial repair in 02/15/2023, we will subtract a month of usage and use 27 months as the final number to base our refund amount from.  This is equivalent to $3074.76 of usage (at $113.88/month), therefore we would be happy to offer her a refund in the amount of $1025.24 and she can keep the alleged defective unit.  
  

  Ms. ***********'s other option is to take her vehicle to a repair shop of her choosing and have them call us so we can offer some basic diagnostic work to determine best course of action. Ms. *********** needs to be aware that only the Standard Warranty now applies since the No Fault was consumed on the first denied claim and she will be responsible for any/all upfront labor costs that her selected repair shop charges.  If we deem necessary, we will supply a replacement engine, but any and all labor will be pending a factory inspection and if the this claim is denied, we will not reimburse her for any labor she incurs from her selected repair shop.  In the event that the claim is approved, we will only reimburse per the terms of our Standard Warranty (up to $50/hr based on ALLDATA labor guide) and any/all amount(s) above that will still be her financial responsibility, and again, this only applies if the claim is approved.  
  

  Ms. *********** can contact us directly to request the refund offer and we will prepare and send her a release of liability with the terms of the refund that she will have to sign, have notarized and returned to us in order to receive the refund or she can have the repair shop of her choice contact us and reference the first claim number (*****) so we can get a new claim started for her.  Operators are standing by at ************.