- Report: #1468421
Complaint Review: Gearhead Engines - Dallas TX
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Gearhead Engines
Dallas, TX, United States
Phone:
18004213746
Web:
gearheadengines.com
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Gearhead Engines LKQ Corp LKQ Manufacturing Held core deposit. Unreasonable warranty process. Dallas TX
I few positive points: in general, everyone I've talked to on the phone have been courteous and professional. The rest of this process has been painful. There are plenty of details, but here is the high level summary: I received my replacement engine and shipped my old engine back to them to receive my core deposit.
They received my core a month ago and I have yet to receive my deposit. I've called three times asking about the deposit and have yet to receive a clear answer when I'll receive it. Shady. The agent I’ve been working with (John Davis) refuses to work via email and cannot be contacted directly via phone; only callbacks.
When working 8-5 it is very difficult to accept random callbacks from them. This makes it very hard to make any progress on my claim. The engine they shipped me had a cylinder with bad timing. I'm NOT an engine guy, but from what multiple mechanics have told me, this is clearly their fault and is a foreseeable, preventable problem.
Shipping an engine with this defect is a poor reflection of their remanufacturing and QC process. I would expect a company to apologize for their mistake and do whatever they could to help make the situation right. Instead, they tell me that they will only pay for a portion of the labor cost of the replacement repair.
To be fair, this "split cost" IS following their standard written warranty policy, BUT I fundamentally think it is wrong to send a customer a preventably faulty product and then immediately expect the customer to pay for the manufacturer's mistake. Why would a customer ever do business with a company like that?
Yesterday I received a call that they might honor the warranty, but only if I shipped them the faulty engine back because they wouldn't recognize the diagnosis I paid for from 2 different mechanics (not a cheap diagnosis).
This means my mechanic will have to remove my engine, package it, ship it to them, they inspect it and if they're honest, then MAYBE they'll send me a replacement back. Sadly, I don't trust them to honest in their diagnosis process.
It would be very easy for them to say something "technically" wasn't their fault and then I would be even more screwed than I already am. All in all the process will take an additional 4 weeks.
Per my mechanic, industry standard practice is to ship a replacement engine and complete the repair and send the old engine back. By doing it this way, the complexity, labor and chance for error in the repair go up so much that my mechanic refused service doing the process they demanded.
My wife and I have 2 kids. This process has left us sharing a single vehicle for the better part of 4 months. There are things I could have done to speed the process along, but at the end of the day, I'm the guy who ordered a preventably bad engine.
Their mistake has cost me hundreds of dollars and hours of time and I still have their bad engine in my truck.
