ComplaintsforNorth American Powertrain Components Ltd

• Initial Complaint

  03/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a transmission from NAPC in Edmonton, Had it shipped and installed locally. Transmission had Immediate issues, Very violent/harsh shifting. Notified ********** ****** and did all they asked to fix the issue with no success. They required the transmission removed and sent back for inspection. Transmission was sent back, insected/repaired and returned approximatly 3 weeks later. The new transmission is night and day better than the original (local transmission shop will verify this). ***** stated the problem was the salesman sold me the Wrong Torque convertor, he should have never used that part in your transmission. I submitted the three invoices from the local transmission shop for all the work required to fix their mistake as requested and recieved only $1262.50 of the $2744.98 of invoices to fix this. Only one invoice was partially reimbursed. I Emailed ***** ****** yesterday saying you are short of the money it cost to fix your employee's mistake and was Emailed back stating he/they were done with payment to me. He says this is all they can do for Warranty. He has twice on a phone conversation admited this was a mistake by an employee. I had informed ***** in my email this was not a warranty problem and If your employee had not made a mistake I would not have a $2744.98 bill at a transmission shop. Since he say's we are done payment, here we are. Note- One invoice is missing for a valve body change ***** wanted done trying to resolve the issue. Amount is $394 I believe. It can be provided, NAPC has it also.

  

  Business response

  03/05/2022

  Transmission was originally sold May of 2019 & a 1500 stall converter was requested by ***** for the build. Unit & converter were supplied as requested. Unit Had A Harsh 2-3 Shift & we were advised that the TV set up was good. July of 2019 a replacement valve body was sent to see if any improvement in shift. No improvement noted. Mar.2020 - I speak with ***** on the harsh 2-3 and what has been done to try and correct issue. I advise that it may be due to his requested low stall converter & he advises that he ordered it this way as it is what he read on the internet that it will improve his mileage. I let him know that we would like to get the unit here and go through it to see if my suspicion of his set up not being right for the requested stall is correct & we are not seeing some other issue from the truck side of things. Late Feb.of 2022 Unit Arrives almost 3 years later & is gone through to see if any issues can be found. No Issues found in transmission - unit is fully remanufactured and sent back Mar.3rd of 2022 with our standard build stall converter. The Lower Stall Combined With The Higher Pressures Most Likely Causing Issues. Could Also Have Some TV Issues On Truck. Unit is installed & working well. This was a bit of a grey area as the requested build was supplied and no issues were found in unit upon inspection. Our warranty labour rate is $70.00 per hour at the book time of the job being done. Book time for what you had done, a valve body swap & transmission re & re is 8.5 hours. We have paid you 10 hours at $75.00 an hour plus fluids/parts for a total payout of $1262.50. The shop you selected to do the work has grossly overcharged you at $2744.98 for 8.5 hours of work.           

  

  Business response

  06/05/2022

  We did not sell you the wrong converter – we lowered the stall as you requested. We have no way of knowing your set up & how it will affect the shift. You stated to me, while trouble shooting, that you  requested this stall as you read on the internet it will help your milage. I told you that I think the stall could be your issue but we didn’t know for sure. We found no defects in the parts or build & until the unit with a standard stall was installed, we were not sure if it would even fix your issue.

  We tried the replacement valve body as the problem you were having seem TV related & you said the TV was Set Correctly so the valve body was the next step to try.

  We brought the unit here to go through as your issue was strange & we wanted to ensure it was in the transmission & not something in the truck. We have shops do this at times when the issue could be truck related & not harm a new unit if it is a vehicle issue. This does not make the re & re any more difficult or costly to do. We paid extra time on this off book as well.

  We have paid over what our normal warranty allowance is for this and consider it closed.

  Customer response

  09/05/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Unacceptable again,    Twice you have said  " He should have never sold you that torque convertor"??
  
  
  
  
  
  Here is your advertising,  a  QUOTE from your Torque convertor page:
  
  
  
  
  "NAPC has the ability to provide you with a quality finished product that is designed and built for your exact application. From daily drivers to 1500+ horsepower competition vehicles, we are here to serve you with all your torque converter needs."
  
  
  
  
  The salesman was told EXACTLY the application your product was going in,  stock truck, no modifications at all including stock tires. It was planned to get a fuel economy chip of less than 100hp in the future. That is it.
  
  
  
  
  
  
  You are now admiting you sold me a product that was not "designed and built for MY EXACT APPLICATION" like you website ensures it would be?? 
  
  
  
  
   And let's get something straight,  your salesman did not provide me with the stall rating I wanted as I was looking for 1200-1400 rpm that other vendors advertise. I went with what he told me and your tecnicians said they could do.  Again I did not force you to sell me or make me a 1500 rpm stall convertor, I went with your "knowledgable staff's" advice, as to ensure compatability with the"APPLICATION". 
  
  Sincerely,
  
  ***** ****

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