Complaints

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:08/16/2024

  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.

  We are 100% disabled senior citizen couple traveling the ************* in our motorhome who had the misfortunate of blowing an engine in ****. After waiting 19 days, spending $7,600 AND paying for motels for 3 weeks they told us to come and pick up our vehicle. What we found was beyond belief, there was no dipstick in the engine, numerous spots from leaking oil under the motor home AND the smoke from the engine.The Exhaust manifold was broken, which we just paid $1,100 to have repaired 3 months ago at another establishment. The replacement engine went a total of 135 miles before completely seizing up. We had our motorhome towed to Engine Masters for the WARRANTY REPAIR. The owner wouldn't accept or even allow our motorhome to be unloaded from the tow truck! Having absolutely no other alternatives as we are not from this area, our motor home was impounded..leading to thousands of dollars more in impound fees. I am writing this from a COCKROACH INFESTED HOMELESS SHELTER!! A nonprofit charity helped us pay for the repairs, however this meant nothing to the RUTHLESS owners of Engine Masters, as they had already taken us personally for EVERYTHING WE HAD INCLUDING OUR HOME! Please check your files and your records, we are not the first ****** they have victimized, I stopped counting at 8 UNRESOLVED COMPLAINTS. To whomever is reading this, or those it may concern we only ask that you put yourselves, or even worse your parents in our position. They have been in business for three short years, and have already established quite a history of doing this TO NUMEROUS PEOPLE! At this point I started the review and process of filing a complaint with the better Business bureau, however I was THREATENED that if I didn't take my posts and reviews down, they wouldn't even take a look at our rig, much less honor THEIR WARRANTY ! How long are they going to be ALLOWED to continue to take advantage of ****** like this?? Isn't this the exact reason the better Business bureau was created?

  

  Business Response

  Date: 01/10/2025

  Mr. ***** has a warranty for parts and labor on the installation of his engine in his motorhome. Upon returning to the shop the customer refused to sign and complete the warranty inspection to complete repairs. Customer became belligerent with the office staff, and still refused to sign authorization for the warranty service. We have not heard from Mr. ***** in several months.

  Customer Answer

  Date: 01/13/2025

  The response from engine masters is completely untrue. I had the motor home taken to engine masters by a reputable  towing company, (Woodys Towing..Phoenix) the owner ***** wouldn't even let our motorhome be unloaded off of the flat bed wrecker. How can Engine Masters proclaim they "stand by their warranty" when they won't allow the motorhome to be unloaded to be inspected? As previously stated Engine Masters has a LONG, WELL EARNED REPUTATION for lying to, overcharging, TERRIBLE (if any) workmanship and just plain RIPPING OFF, STEALING from unassuming, vulnerable, unexpected "customers". In this case victims TWICE over. First from Engine Masters,  then from the Better Business Bureaus COMPLETE lack of ability to help...much less do anything AT ALL. WHAT A JOKE of the justice system. 

  

  Business Response

  Date: 02/17/2025

  We have tried to have the customer come in for the warranty diagnosis however the customer was belligerent towards staff and refused to sign the authorization for the services to be performed. If we make a mistake we will take care of it when the proper steps are taken but we cannot follow up without that authorization.

• Initial Complaint

  Date:08/15/2024

  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.

  I am writing to file a formal complaint against Engine Masters, located in *****/****, **, for withholding my vehicle and failing to provide the services for which I have paid. Below, I have detailed the timeline and issues encountered in my dealings with this business.On June 26th, 2024, I dropped off my 2017 ****** Tacoma at Engine Masters for an engine replacement. I was quoted a 7 to 10-day timeframe to complete the repair at a cost of $8,500, and I provided a $4,500 deposit. On July 9th, I was informed that additional repairs were necessary, totaling $2,585, which I promptly paid.Over the following weeks, I checked in with *****, the representative handling my vehicle, who repeatedly assured me that the truck would be ready "within an hour." However, I never received any follow-up calls confirming the completion of the repairs. Nearly four weeks after the initial drop-off, I was told that the engine installation was completed, but the vehicles ECU was malfunctioning, causing sensor lights to remain on. I was asked to pay an additional $1,400 for a new **** along with the remaining balance of approximately $4,500, which I did.Despite paying the full amount, totaling $13,000, and being assured that the vehicle would be ready, the shop has continuously delayed returning my vehicle. I was also asked to pay an additional $300+ for a "diagnostic" technician to program the **** which I refused. Following this refusal, the tone of communication from ***** became hostile and condescending.When I attempted to retrieve my vehicle, I was informed that I would need to bring a certified check or cash, as my credit card, previously used for all payments, would no longer be accepted. Although I was taken aback by this change, I agreed to comply. However, despite their assurances, my vehicle has still not been returned, and the service paid for remains incomplete.

  

  Business Response

  Date: 01/10/2025

  We always try to provide service in a timely manner and the timeframe is an estimate. We always quote for the engine itself, but since we do not add parts if they are not needed, we do not include gaskets, belts, hoses, mounts, radiator, etc. until after the original motor is removed and the new motor has arrived. Then we provide the customer with another quote which is recommended but we never force a customer to agree to those recommendations. Vehicles have many moving parts and it is our responsibility to notify the customer when these parts are malfunctioning. We do not make the parts, only repair them.

• Initial Complaint

  Date:03/11/2024

  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.

  I brought my 1962 Ford Galaxie to this mechanic shop (Engine Masters) to have my engine rebuilt on March 06,2023. The first price I was given was $********. The final price that I was charged and paid was $********* on August 01,2023.
  
  August 01,2023 I picked up my car with a supposedly rebuilt engine, the car has been nothing but problematic. The engine has been leaking oil, backfiring, spitting, blowing out black smoke from the exhaust and stalling. This issue has not been resolved since August 01,2023 it’s still leaking oil. But the other issues with the engine have been fixed (so far).
  
  These are the dates and incidents that occurred after August 01,2023.
  August 12,2023- I took my car back to engine masters to rectify the oil leak and engine issues.
  August 20,2023- I took my car back again with the same problems.
  August 30,2023- was told by ***** the co-owner to pick up my car and bring it back after I have had my knee replacement.
  October 19,2023- I was driving my car on the highway to bring back to mechanic shop when car just bucked and stalled. My car was flatbed (tow company) to engine masters again. I incurred a $****** tow fee.
  November 24,2023- I checked on my car at the shop which I was told it’s being worked on.
  November 28,2023- I picked up my car from the shop and it stalled again on the highway, I got the car started and drove back to the mechanic’s shop the same day.
  November 29,2023- I spoke with ***** about the issues with my car, he stated he doesn’t know what’s wrong with it yet. I picked up my car sometime after the holidays but my car was still leaking oil.
  February 21,2024- I was told by ***** to bring my car to a transmission shop, he thinks it’s leaking gear oil and not engine oil. The transmission shop confirmed that it was not leaking oil from the transmission.
  February 24,2024- Brought car back to *****.
  *****’s shop used a rebuilt carburetor and cheap parts when I paid for new.
  I have to pay another mechanic to fix their mess.

  

  Business Response

  Date: 01/10/2025

  Unfortunately this vehicle is a very rare and thus difficult to find parts. Many parts are special order as well and the customer requested that some parts be kept on the vehicle even against our recommendations. The initial quote is just for the motor and once our technicians are able to inspect all the surrounding we make recommendations based off of wear and tear. This might include gaskets, hoses, belts, machining, etc. These are just recommendations and the customer does have the choice to decline. We would also like to note that this vehicle was at another shop for about 7 months according to the customer. We would advise that the customer read their warranty guidelines and follow up for coverage. 

  Customer Answer

  Date: 01/14/2025

  I decline this company's response in regards to my complain. This company is lying about what took place. they gave me a price to rebuild my engine then doubled the price after 8 months of having my car. The horrible work and used parts
   they had done caused my car to stall and never to run normal again. my car was flat bedded twice back to their shop after they were paid in full.  They take no responsibility with any work they do...It's always the customers fault.

• Initial Complaint

  Date:12/08/2022

  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.

  **** Pontiac firebird entrusted to your care and warrantied by you, was found damage to PAINT AND BODY, 12/8/2022. This was reported to ******* same day.Front bumper and fender were damaged in a collision. Custom paint was cracked, and the passengers side front of the vehicle damaged.Furthermore, mechanical repairs promised and guaranteed under warranty have not been performed.1.Engine makes a clacking noise attributed to ordinary rebuild adjustments.2.Cylinder head Cooling fan sensor is missing. 3.Cylinder head Temperature gauge sensor is missing, gauge not working.4.Alternator is not charging, volt gauge is not functioning.5.Vehicle is not fit for highway travel in this condition as engine failure or accident *** occur.You agreed to make all these defects good. Warranty issued by engine masters states all vehicle repairs shall be made at your facility. Delivery of vehicle in good condition has not been legally honored since Aug. 30 2022.Under the ** law you are liable for the condition of the vehicle and required to make all repairs immediately or refund the cost of service contracted 8/30/2022. Also you are responsible for loss of use of this vehicle since August, transportation costs from Engine masters shop to other repair facility, paint and body work, and any other mechanical defects that *** be found. The vehicle is scheduled to be towed Monday. Contract litigation in Maricopa Superior court if you fail to make good on repairs to the vehicle.

  

  Business Response

  Date: 12/09/2022

  We have contacted the customer and discussed finishing the repairs and getting his vehicle back to him. At this time all matters have been addressed.

• Initial Complaint

  Date:10/08/2022

  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.

  Engine Masters replaced the motor in our **** **** F-250 truck last June 6/15/2021. The truck had severe issues again since the motor replacement. We contacted Engine Masters mid-April (as soon as possible). Engine Masters said they were completely booked and it would be 3 to 4 week before they could look it. Now we are close to warranty period expired. On June 1 st, I sent an email asking why cant we get an appointment and begging them to stop delaying because my warranty was almost expired. We finally we given a service appointment in mid-June after two months. We were told the warranty was not applicable any longer. Engine Masters gave us an estimate of approximately $2700 & said the vehicle should be ready in about a week. That was in mid-June. We did not receive notification of work being completed until 10/4. We had been calling, texting, emailing trying to understand what was going on. When we finally received notice of completed work, we had just left for a weeks vacation. Engine Masters called Monday 10/4 demanding immediate ***************** I called their office explaining we had just left for a few days of vacation and wont be back until Friday 10/7. Engine masters wanted payment and said they were gonna charge is $55 a day until we picked up the vehicle. I told him that was completely unfair given how long does it take him to service our truck and that I would not pay the $55 storage I would be happy to pay the bill but I didnt even have an invoice yet. I just received the invoice today. We had disagreement with engine masters about the storage fees my grandson took the Uber let them know he was on his way he took an Uber to come and get the truck and when he got there no one was there they had locked the shop up said they left and that now theyre demanding we pay by cash only they wouldnt accept a credit card from us they never said this before . I paid $160 for my grandson to take a Uber and they werent even there.

  

  Business Response

  Date: 10/10/2022

   ******** signed authorization for the diagnostics on June 27th and had vehicle towed in. Before even having them bring the vehicle in they were told that they were #** in line and to be patient. They were also told that their warranty had expired Nov. 13 2021
  On July 30th the customer was sent an estimate that showed the parts needed to repair the issue.  We got a signed authorization back from them on August 4th 2022.  Once we got approval, parts were ordered. The quality parts we use often times are delayed either from the manufacturer or in the shipping process and the customer was informed that was the issue. We finished October 1st, 22 and a message was left. We received a text message back on Oct.3rd saying they would pick it up that day. No call, no show.
  On October 5th 2022 customer called at ****** stating that she was in northern AZ. Since her vehicle was ready on the first it was explained that if she took care of her balance she could avoid storage fees. She could have made a payment over the phone, customer said she would call back and make the payment that day. She did not do that. No call no show on Oct 6th2022. On Friday Oct 7th, 2022 customer text saying that her car had broke down and she promises to be here early Saturday Oct 8th 2022 to pick up and pay final charges.  At 1pm on Sat the customer was called and told that we would be closing the shop at 230pm.
  At 3pmOct 8th, 26 text messages and calls from the customer. Explained we would be back in the office on Monday during normal business hours. It is now Monday  Oct 10th 3:30pm and we have not heard from the customer.
  Because of  continued excuses and no shows we have advised the customer that cash or cashiers check is the only form of payment we will accept. This is our policy and our right. We have tried to work them but we do have limits and rules that we have to follow.