Purchased engine from Marshall a few years ago installed by ASE certified mechanic. While still in warranty the engine showed signs of failing. Exhuast smoked while idling for some period. Took truck to my certified mechanic who installed the engine and always performed preventative maintenance. He filed the warranty claim with Marshall. They told him it was still in warranty and to replace the PCV valve based on problems with engine. Had that done. Still the engine problems persisted. Marshall techs were very unresponsive when we tried to contact for next step. They requested several extensive tests be run. Mechanic reported results. Then Marshall requested we change intake manifold and gasket. We did and engine problems still persisted. Marshall requested running more tests. After results were reported they wanted me to have the engine taken out and shipped to them in Kearney NE. We did reluctantly because my truck was already in and out of the shop for several months during this whole process. I knew it would be without an engine for at least a month. But their techs talked to me and stated that they believed the issue was a faulty engine and it would surely be replaced. I went along because it was under warranty.
Today after trying to get an answer on the inspection for a few days they stated that the claim is denied. I was shocked - We did everything they wanted us to do - gave them all the test results, etc. They claim that it was an improperly installed or cracked intake manifold gasket causing the issues. This is a joke. When replacing the engine originally my certified mechanic replaced the old intake and gasket with brand new set. Then again when they requested to change it again. The mechanic is very good and I have been going to him for many years. It is hard for me to believe that it would be his fault especially if it was replaced twice.
The last several months to year that this warranty has been going on has been a nightmare. Marshall was slow to respond and communicate. I had to wait on hold over 30 minutes several times just to keep the process going. This process has also cost me more than the warranty would ever cover with lost time with truck in shop, phone minutes, work time, frustration. I am not a scam artist - I am a normal hard working person expecting a company to live up to their warranty.instead I have been put through the wringer over and over again.
The icing on the cake is that today when I was notified that my claim was denied after all of the above - they told me that my engine was totally disassembled and that I could come get it or pay for a freight company to pick it up for $150. So not only did they deny a valid warranty claim - they also told me to ship my engine to Kearney, NE so they could take it apart and leave it in parts. They are probably going to repackage it for the next sucker in line. Do not buy anything from marshall engines - it is junk!!!
0 comments