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Business Profile

Lawn Mowers

Brand New Engines Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/05/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Ordered a standby Generator off Amazon 9-26-2023 for my house it was shipped out by Brand New Engines, ****** **, 52772,phone number ************, it arrives we get Kohler dealer out to hook it up after waiting till Dec 5 2023 to find out that the Engine and parts dont look new, the serial number is all faded and the Engine has a Bad knocking sound, called Brand new Engine several times to resolve this but no help at all, I contacted the Kohler warranty department now waiting on Kohler to come install new Engine, No time frame when it can get done, I would not recommend anybody buying anything from Brand New Engine, very poor customer service

    Business Response

    Date: 01/18/2024

    Hi, sorry to hear of the problems with your item. I am confused, if you can help with more information, as to your complaint. It sounds like you are receiving warranty replacements from the manufacturer. If you would like us to help you, or we can research this, can you please provide us with your order number, or the model and serial number of the item you purchased? We can contact the manufacturer and find out the status of your warranty claim.Thank you

  • Initial Complaint

    Date:08/07/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Product received was missing over half its part and the product in the box looks used and is damaged. Product described as new with standard parts described with that part number.

    Business Response

    Date: 08/17/2023

    Hello, we are sorry to hear of the experience you have had. I am happy to report that we have handled the return of your item and a refund in full was issued on 8-15. 
    We are attaching the details of this transaction. Thank you

    BBB complaint
    Email communication w/ return information 
    Google review
    Order details
    Refund details

  • Initial Complaint

    Date:04/13/2023

    Type:Delivery Issues
    Status:
    Answered
    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 placed an order for back up generator on January 31, 2023. Upon receipt, the generator was defective and despite our efforts to bring in a technician, it appears that the generator had a manufacture issue. We have tried endlessly to reach the seller to no avail. This purchase cost ** just under $7,000, so this is a major loss. The company refuses to engage in any form of communication regarding a return/refund. Please help me!

    Business Response

    Date: 04/25/2023

    Hi, sorry to hear you are having troubles with your generator. This product would be covered by the manufacturers warranty, and we would be happy to contact them on your behalf. I have searched our database by your first name, last name, email address, and phone number. I can not seem to find you in our system. Can you provide me with an order number, website in which you purchased, so that I can research and get you the information so we can resolve this issue. Thank you.

    Customer Answer

    Date: 05/01/2023

     
    Complaint: 19929641

    I am rejecting this response because:

    The manufacturer warranty issue was never given or discussed with us. 
    the order was placed via Amazon, this is the order number: 111-9232592-3453003

    I am reaching out in behalf of the church organization Household of ***************

    As requested, we immediately reached out shortly after our order arrived and requested a full refund. The only response we are requesting now is a full refund. Please and thank you


    Sincerely,

    ***********************

    Customer Answer

    Date: 05/01/2023

     
    Complaint: 19929641

    I am rejecting this response because:

    The manufacturer warranty issue was never given or discussed with us. 
    the order was placed via Amazon, this is the order number: 111-9232592-3453003

    I am reaching out in behalf of the church organization Household of ***************

    As requested, we immediately reached out shortly after our order arrived and requested a full refund. The only response we are requesting now is a full refund. Please and thank you


    Sincerely,

    ***********************

    Business Response

    Date: 05/09/2023

    Hi, thank you for responding with this additional information. We have found your order information. In order to resolve this, we would accept you returning the generator, if it has not been installed, to the following address:
    Brand New Engines
    ************************************************************
    ************
    The refund would be done on your Amazon account, as you purchased the item.
    If this unit has been installed, then we would need to have your contact the Generac warranty dealer in your area: 
    GEN SUPERCENTER OF **********, LLC
    **********************************************************
    Website: generatorsupercenter.com
    ************
    This warranty service dealer will come out on location and inspect, correct any issues you are having with your generator. 
    We have contacted Generac the manufacturer, on your behalf, and according to their records for your unit, serial number , there has not been any service calls as well as the unit has not been activated (which is required upon installation in order for the unit to operate). Their recommendation is for you to contact one of their professional service providers. If there is any other issue related to warranty of the unit, the service provider will proceed and correct the issue.
    We hope you find these 2 options as a satisfactory resolution to this case. Thank you

    Customer Answer

    Date: 05/15/2023

     
    Complaint: 19929641

    I am rejecting this response because:

    We have no option of returning through Amazon as the item was received over 30 days ago and Amazon will not allow us to process the return. I reached out directly to your company for assistance with this and was met with a resistant response, and unhelpful from ***** who stated that your company would not receive the return. He told me to find a freight company, pay for it and stated a refund wouldn't be issued. We are unwilling to bear the cost of the freight company for an item we tried to return within the 30 day period, to no avail due to your company's lack of response.

    At this point, 2 things need to happen, we need your company to send a freight company to pick up the uninstalled generator and process our refund immediately. This issue has dragged for 3.5 months and we are tired, and already had to find an alternative generator. Please deal with this quickly. 


    Sincerely,

    ***********************

    Customer Answer

    Date: 05/15/2023

     Complaint: 19929641

    I am rejecting this response because:

    We have no option of returning through Amazon as the item was received over 30 days ago and Amazon will not allow us to process the return. I reached out directly to your company for assistance with this and was met with a resistant response, and unhelpful from ***** who stated that your company would not receive the return. He told me to find a freight company, pay for it and stated a refund wouldn't be issued. We are unwilling to bear the cost of the freight company for an item we tried to return within the 30 day period, to no avail due to your company's lack of response.

    At this point, 2 things need to happen, we need your company to send a freight company to pick up the uninstalled generator and process our refund immediately. This issue has dragged for 3.5 months and we are tired, and already had to find an alternative generator. Please deal with this quickly. 


    Sincerely,

    ***********************

    Business Response

    Date: 05/18/2023

    Hi, I am sorry that you did not accept our resolution. According to Amazon messaging, you contacted us outside the 30 day return window. (Item purchase date Jan 31st. First communication date March 23 about a return.)  I have attached all our communications with you. So yes, in accordance with the Amazon policy for returns outside the return window, the freight expense for an unused item would be your responsibility. The refund would be to your Amazon payment method used at the time of purchase.

    If unit is not working, then you are instructed to contact the warranty repair center. As previously stated, the manufacturer has no record of you reaching out to have the unit activated or warranty service requested. Thank you

Brand New Engines Inc is NOT a BBB Accredited Business.

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