Purzauto.com

Review: Approx. December 2015- Ordered transmission from Purz auto.

January 2016- Transmission arrives

January 2016-Transmission installed in home with automotive tech

January 2016- Found problem during installation: Transmission cooler line fittings were not correct because the model year was for a 1995 and not a 1994. I called Purz auto and explained what was going on with the install. I was told that the transmission, fittings and lines were all correct for my 1994 and that I “must” have messed up the install. I was given a part number for a fitting that would solve my issue and told, “Good luck.”

March- I looked for the part at several part stores. The part didn’t exist at any of the local parts retailers. After getting nowhere with rectifying the transmission lines, I decided I had to take my truck to a professional. I had my truck towed to Key Transmissions & Gears whose owner, John has been rebuilding transmissions for over 20 years. The next day, John K** called and said that the transmission lines were all wrong. That is when I learned that the transmission sent was for a 1995, and NOT at 1994. John also advised that I had not done anything wrong in my install and that with the model year mix up and the lines being wrong, I would have NEVER been able to correctly install the transmission Purz sent to me.

March- I had Key correctly install the transmission. Key custom ordered the correct lines. The lines had to be custom bent. The transmission had to be removed. When Key removed the transmission, John also found the transmission fluid pump, which is internal and impossible for me to have messed with, loose and “about to fall off.” The transmission fluid pump seals had to be replaced, then the transmission had to be reinstalled and filled with fluid.

Late March- Truck is fixed. Cost $969 + Tow $85Desired Settlement: Bottom line, Purz auto doesn’t cover home installs, So they feel they owe me nothing, but the fact is I could not have installed the transmission without the correct transmission cooler lines which had to be custom ordered and bent, plus if I hadn’t taken the truck to a shop the transmission pump would have fallen off internally and caused complete destruction of the entire transmission which would have ended in me getting a whole new transmission from Purz auto anyway.

What I feel I haven’t been able to explain and what Purz auto has not showed they understand is that this is 100% without a doubt a mixture of a manufacturing defect, and a mistake in the order fulfillment process, both which I should not be responsible for.

What I keep telling myself, and what John Key, a professional confirmed, is: if the transmission was the correct year, the lines fit, and the fluid pump wasn’t loose inside I and my Automotive Tech could have installed the transmission in my garage with no problem at all.

Another thing I’d like to note is how I was treated throughout this entire process. When I called to order My sales rep was nice, friendly, hospitable, and just a fun conversation overall, but when I called with my initial problem and was seeking help, I was spoken to with a completely different attitude that made me scared to call again. When I finally figured everything out on my own and called to request compensation for my added expenses, I was told I would receive calls and updates regarding the status of my claim. I was told several times that the ‘higher-ups’ would call personally. I NEVER heard from any Purz employee except for a guy named Cory who is the person I ordered from, and who I spoke to when I had my first issue, and who I have spoken to throughout this frustrating process.

Around the middle of April, with calls and emails to Cory I felt I was not getting anywhere. So, on April 21st, I agreed to $570 as a reimbursement, feeling that to get my full refund, I would have to go to court. Now, it is May 17th, and Purz has yet to send me a check. I would like to avoid court fees, and I feel I was pressured into accepting the $570. That is why I have decided to go the route of the Revdex.com.

I feel I deserve A full reimbursement of the repair costs, $969, plus towing fee, $85, total $1054. Once this amount is received, I will drop my claim.

Business

Response:

RE: Case number [redacted]:Purzauto Auto Parts is an authorized re-seller and distributor of ETE Re-manufactured engines and transmissions. Mr. [redacted] ordered a re-manufactured transmission from us on January 4th of 2016 and a correct transmission for a [redacted] was shipped to him. Per our terms and policies, clearly stated on our website, we require our customers to call us after the installation of the new transmission (within 30 days of install) to pickup the old transmission and ship it back to our re-manufacturing company in the original package that the new transmission was sent to them. Mr. [redacted] called us on Jan 18th 2016 that the Core (his old transmission) is ready to be picked up. Which means he had already dismantled his old transmission, unpacked the new transmission and removed it out of the box, compared the two transmissions to make sure it is correct, and then put his old transmission in the new box and get it ready for shipping. We arranged the shipment for him, when he called us, and it was sent to the re-manufacturing company. Mr. [redacted] didn't mention that there was anything wrong with the new transmission that he had received and we assumed his installation project was successful. On Jan 21st Mr. [redacted] called and spoke with Mr. [redacted] that after 99% through the installation he noticed that the cooling lines on his vehicle doesn't fit the transmission and probably has received a wrong transmission. Mr. [redacted] takes ownership of the technical issue and calls ETE to find out why a wrong transmission was sent. ETE responded that the transmission is correct and it fits a model 94 and 95 but Mr. [redacted] dismantled the cooling line from the fitting adapter instead of separating the cooling line "adapter" from the transmission. ETE added that it is customer's responsibility to transfer the fitting adapter (which is an external part screwed to the transmission) from his old transmission to the new transmission he had received. All professional transmission technicians do understand this process and they always prepare the vehicle for proper installation before they ship the old transmission ( the core) back to the re-manufacturing company. Mr. [redacted] called Mr. [redacted] on Jan 22nd to explained the technical issue to Mr. [redacted] but he couldn't understand why he had to transfer his cooling line adapter from his old transmission to the new transmission so Mr. [redacted] recommended to connect Mr. [redacted] directly with ETE's Technical Support Team for further detail and troubleshooting. Mr. [redacted] brother who is an ASE certified mechanic has been helping him to install his transmission and Mr. [redacted] wanted to make sure someone technical at ETE's side can participate in addressing all of his questions. Moving forward Mr. [redacted] had chosen to directly communicate with ETE's support team to resolve the issue. Mr. [redacted] argues that ETE's support didn't meet his expectation because they couldn't send his old cooling line adapters back to him. ETE's support feedback to us was that Mr. [redacted] was not technically qualified to understand that he needed to remove/unscrew the fitting adapter from his old transmission during dismantling his old transmission and left it in the core and shipped it to the re-manufacturing facility. Once the cores arrive to the re-manufacturing facility they are taken apart to re-manufacture it again for their next customer. ETE could not have found his old adapters and ship it to him. It is an unfortunate situation that Mr. [redacted] caused to himself and the only thing that Purzauto or ETE could have offered to Mr. [redacted] was to say we are sorry but you have to purchase an Aftermarket adapter and although it is not our fault we will be happy to pay for the cost of the adapter. Mr. [redacted] understood what he needed to do next as he has mentioned it on the phone call that his brother works for an auto parts store and he can find the correct adapter. ETE and Purzauto assumed that Mr. [redacted] will find the correct adapter and we will pay for it when he sends us the bill. Three months later on March 25th Mr. [redacted] sent an email to [redacted] demanding to pay for a complete install done by a shop. I forwarded the email to Mr. [redacted] which he immediately sent to Mr. [redacted] and offered him to call us back to get more details about the case and why we needed to pay the labor fee for the entire project of installing and uninstalling a transmission. On March 31st of 2016 Mr. [redacted] called Mr. Cory [redacted] (Purzauto's Parts Specialist and manager) to report that he had taken his truck to a "Professional" repair shop to fix it. In this recorded call Mr. [redacted] explains to Mr. [redacted] that he had received a wrong transmission and as a result he took it to a professional shop to fix it. Mr. [redacted] explains to Mr. [redacted] that you should have called us immediately, when you realized you have received a wrong transmission and we would have immediately shipped you the correct one, which is clearly stated on your receipt and on our website. Mr. [redacted] admits that he didn't follow the correct channel to fix his vehicle, but regardless of what had happened he expected Purzauto to do something for him because we are a 5 star company and we would be lying if we didn't. Mr. [redacted] didn't blame Mr. [redacted] for not having the professional training or qualification to complete this project. Instead he said we understand what you are going through and let me see what I can do for you. Mr. [redacted] discussed the issue with our warranty team and myself. We couldn't blame ETE or Purzauto for packaging a piece of Mr. [redacted] vehicle as part of the "Core" return, but we decided to give Mr. [redacted] a break for being brave enough to make a mistake on his home project and he was honest about his mistake in on one of his emails. (Note: All email and recorded calls can be provided to Revdex.com and Mr. Poole, if needed.) Mr. [redacted] got in touch with ETE's management to make an exception in this case and cover most of his expenses that he incurred, by taking his vehicle to a professional shop. Mr. [redacted] insisted on getting a refund for the total amount that he had paid to his professional shop that finished his installation for him. The total amount reported on the Shop's receipt is $969.76. Based on his recorded calls with Mr. [redacted] the installation was 99% complete and then it was taken to the shop to fix the cooling line for him. The shop's bill for custom installation of the cooling line is $104.50 and another $98.00 for the cooling line itself. We were not sure why the shop charged $104.50 for installing an adapter, which takes less than 5 minutes and the actual adapter is less than $10. (Note: We encourage Mr. [redacted] to [redacted] colling line adapter and he will see the cost of an adapter and how simple it is to install it) Then we found out that Mr. [redacted] and his brother who is an ASE certified mechanic had purchased a replacement cooling line instead of an adapter, which was unnecessary for this project. An Aftermarket cooling line will never be shaped for a specific vehicle. The cooling lines are metal pipes. In order to customize the cooling line shape to fit Mr. [redacted] vehicle he needed special tools which he didn't have or knew how to do it. What he really needed to purchase was a $10 adapter that he and his brother could easily install, unless he had damaged his lines and he purchased lines instead of adapters. He decides to take the vehicle to the shop for only one reason to fix the cooling lines, which was not required for this project. Is it Possible that he had broken the cooling line during dismantling his old transmission and that is why he purchased new lines? We didn't understand that why an installation that Mr. [redacted] said was 99% complete had to be repeated again in a repair shop unless the transmission was installed incorrectly. His mechanic detected fluid leak and for troubleshooting he removes the transmission and then finds out hat the seal was not installed properly. The seals that comes with the re-manufactured transmissions are brand new and it is impossible to leak, if installed properly. If it was installed properly it is still covered under part warranty and labor warranty because his brother is an ASE certified mechanic and we would have sent him a new seal or the entire transmission. Mr. [redacted] blames that something else was loose inside the transmission and that is why the mechanic had to remove it again. Technically speaking, the facts during the second install don't add up to Mr. [redacted] information in his previous emails and recorded calls because it was very easy to detect those defects during the first install that was 99% complete. Mr. [redacted] also had told us that we had sent him a wrong transmission and we don't understand how he can drive his vehicle with our wrong transmission. The only thing that can explain Mr. [redacted] expensive repairs at the shop is that Mr. [redacted] forgot an important piece of his cooling line (the adapter) in his old transmission and shipped it as part of the core. He couldn't get it back from ETE and his only option was to purchase it from his local dealer or Aftermarket (readily available). He must have ordered the Aftermarket adapters or else even his mechanic would not have been able to complete the installation. This proves that the transmission was correct. The only thing that can explain why Mr. [redacted] or his mechanic has ordered the generic metal pipes (cooling lines) to customize the bends and curves to fit his vehicle, is that the cooling lines were broken or damaged during dismantling the transmission at his garage. Based on all of the information he has communicated in his emails, which contradicts with his recorded calls, is telling us that Mr. [redacted] has caused the unnecessary expenses to himself and Purzauto went above and beyond our legal and ethical responsibilities to take care of the majority of his expenses that neither Purzauto or ETE had caused. Conclusion: Mr. [redacted] truck wouldn't have end up in a shop if he had done the following:• Preparation for a big project (transmission replacement)• Dismantle the old transmission and make not of bolt-on items and other attachments on to the transmission.• Unpack the new transmission and compare the two to make sure all bolt-on items and external components are transferred from the old to the new transmission. If it was a wrong transmission, we would have shipped a replacement immediately.• Call Purzauto and schedule the pickup of the core (old transmission), "after" the installation was complete. Unfortunately he sent an important piece of his truck with the core, before his install was complete. Mr. [redacted] missed all of the important steps and when he ran in to problems he reported the following scenarios and the facts are contradicting:• In his phone calls (recorded) Mr. [redacted] says that Purzauto has sent him a wrong transmission. Now he is driving his vehicle with the same transmission. Technically it is not possible.• Mr. [redacted] mentions that he used rubber hoses/tubes/lines instead of the metal pipes for cooling lines to start the vehicle and get it on the towing truck. This proves that the transmission was working and only needed cooling lines to complete the installation. (Note: starting a vehicle with rubber hoses as a cooling line will void the warranty and we ignored his mistake and continued to figure out a way to help him.• On his call and also his email on March 25th he admits that he has sent an important piece of his vehicle, which is the cooling line adapter, connecting the transmission to the cooling line in his vehicle. He also admits that he didn't follow the right channels to get help from us. He purchases the adapter that we promised to pay for it but in addition he also purchased the cooling lines that we were not aware of and is not necessary for this project (unless he has broken or damaged them). He tries to customize the generic metal pipes to make it work for his vehicle and he can't so then he takes it to the shop. This is a side project and not related to a "transmission replacement" job. • The shop finds other problems with his installation and has to charge him to do it correctly. The bill was huge and Mr. [redacted] probably didn't budget for the labor so he wanted to put together multiple scenarios of product defects to get labor money under our warranty terms. In his email Mr. [redacted] mentions that he had read our warranty guidelines online and that is why he decided to take his truck to the shop so he can get the labor warranty. Mr. [redacted] brother is an ASE certified mechanic, he didn't need to take it to a mechanic's shop to claim labor warranty. He will be covered under our current policy. I am sure he had also read on our website that we replace any defective product at no additional cost to the customer, but instead of calling us for a replacement transmission he decided to bring the same transmission (that he believed is defective) to a professional mechanic to be fixed. We see two conflicting objectives and contradicting facts that has been reported to us. Purzauto had ignored all of the above and worked with ETE's management to make an exception for Mr. [redacted] and some how manage to cover him under the part warranty and also labor warranty and calculate a total of $570 to give to Mr. [redacted] for something that Mr. [redacted] caused and was not covered under the warranty terms (stated on our website). Purzauto assumed that the case is closed and Mr. [redacted] was going to receive a check from ETE. We received an email from Mr. [redacted] stating that he accepts ETE's offer. On May 18th we received a notification from Revdex.com that Mr. [redacted] has filed a complaint about this case and he has not received a check for his warranty claim from ETE yet. We followed up with ETE to see what happened and their explanation was that normally a warranty claim may take a couple of weeks but because Mr. [redacted] case was an exception, relative to a normal warranty claim, it took longer to get a check for him. They asked us to be patient and they will try to expedite the check. The fact that Mr. [redacted] check was delayed for a couple of weeks I can understand his frustration and I wish he had called us first. If he prefer, I can wire transfer the $570 to his bank account and then we will ask ETE to cancel the check and write it to Purzauto's name. ETE has been late on delivering the check to Mr. [redacted] and as a result Purzauto will send an additional $100 check for his inconvenience to reinstate our trust relationship with Mr. [redacted] that we do care about our customers. If we don't count the cost of the cooling line $98.00 and the labor to customize it at $104.50 (which is a side project), then Mr. [redacted] total bill is lower than what he has projected. His total bill should be ($969 - $202.50) = $766.50. ETE is paying $570 and Puzauto will add an additional $100 which will bring up his total refund to a $670.50. Without Purzauto's effort I don't think Mr. [redacted] would have been able to claim any of the above from any re-seller. At the end I believe that Purzauto has been more than fair to Mr. Poole, given the circumstances described above. If he is not happy with our offer, then we will be more than happy to follow his lead to the legal path to reinstate our trust.Sincerely,Raouf W[redacted]

Purzauto Is not rated With zero complaints with the Revdex.com. I purchased a transmission for my 90 [redacted] on 24Nov14 and a motor on 17Sep15. No problems to date Best price and Warranty to date.

Had to replace a transmission on my car. Matt and his team were very helpful in finding me a replacement transmission; the first transmission that arrived had some damage to the bell-housing (a easy fix if you were not on a tight time schedule). It was hard to determine whether the damage was from shipping or an oversight but nonetheless it needed some repair or replacement. I called Matt back and he quickly found a replacement transmission and I received it very quickly. Matt went out of his way to make sure I could get my car back on the road before dealing with the damaged product I received. Overall it was a great experience, Purzauto really shows they care about their customers (Matt was extremely apologetic, I could tell he felt bad that I was set back because of the first transmission which I might add was maniacally sound besides the small damage in the bell-housing which is very common with used transmission according to my mechanic) . I never felt any pressure to buy from them and Matt and his team were more than willing to answer all of my questions before I made a purchase. I would recommend doing business with Purzauto to anyone who is looking for quality, honesty, and reliability. I will defiantly do business with Purzauto in the future.

This Company has gone above and beyond. I recommend them to anyone who is in need of a transmission or any parts. They are speedy to get back to you. You don't wait on hold for hours and their is always a body to talk to. Overall this company is amazing. My transmission went out a year and a half ago and they provided me with a new one, then I needed a replacement for the one I had and they had no issue with shipping me a new one. Overall Matt was a great help and their staff is amazing.

" Bought a transmission from these guys. Everything was super simple and
easy to use on the website, found exactly what I needed quickly and for a
great price! I had a few issues with PayPal and the Auto shop that I had it
shipped to, but the guys in customer service went above and beyond with
getting everything moving and back on track for me. Thanks Cory and Raouf!!
Will definitely be using this company again should the need arise."

I have to say that this service was excellent. I found these guys online by chance and am sure glad I did. I ordered a transmission on Monday and it was delivered to the garage by Wednesday. Now this expectation isn't typical as they declare 5 business days for shipping but when you under promise and over deliver, well that's just good business. Did I mention that my shipping was free? Also, the technicians I spoke to on the phone were highly professional and very easy to do business with. [redacted], I thank you. -[redacted] Everett, PA

I used Purzauto.com to locate an engine and transmission for my [redacted] AWD The engine was awesome, and we had a little trouble with the transmission but in the end Purzauto provided a parts warranty and found me an awesome transmission as well !
PurzAuto stood behind their warranty and went well above and beyond to satisfy their customer ! I trust Purzauto completely and will continue doing business with them.
Thank You Purzauto and Matt vey much !!

Brandon at Purzauto.com helped locate an engine for my 2000 Mustang. When the engine that we were supposed to receive turned out to be damaged, he called right away to let me know and found another quickly. He was very helpful and so far, so good with the engine. I was very hesitant since I've never purchased something like this online but this experience has definitely made me a repeat customer. I would highly recommend Purzauto (and have recommended to friends and family already).

Great business knowledgable staff. The best place to buy parts and engines with a solid warranty. Highly recommended!

A wonderful experience! The team at Purzauto.com is knowledgeable, friendly, and their customer service is awesome--so personable! I received my transmission well before the given date and they were so kind to follow-up once it was delivered. Special KUDOS to Matt! Everything is working wonderfully and my car is driving smoothly. Purzauto definitely brought "the calm" to a frantic situation and made it better than ever! Thank you so much!

I dealt directly with Matt B. I had an out of state emergency with my transmission. To save money I wanted to order the transmission, and have it shipped to the mechanic. Matt never faultered with his help, his professionalism, and his kindness. Matt made a horrible situation...painless. Thanks again, Matt

I ordered a used transmission for my 2009 [redacted] from Purzauto with a 3 year part warranty at a very good price! I received it within 5 business days in great condition and have received great results. The customer service was great as well... Thanks for all your help and getting me back on the road Purzauto... Keep up the good work!

Where do I start? First off I ordered a motor for my **,2.4l... MATT would NOT finalize it until he was SURE that I was ordering the right size motor, asked for my vin... And wouldn't you know it, I! Ordered the wrong motor! I'm am so glad that I went through Purz to make my purchase, Matt is the man who made my experience with Purz a recommendable one. Thank you Matt and the rest of the Purzauto team for taking care of me!