Complaints

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  Vander Engines

  Oak Forest, IL 60452-2402

• 

  Vander Engines

  430 E 162nd St South Holland, IL 60473-2258

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:03/13/2024

  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.

    Complaint: 21427197
  
  I am rejecting this response because:
  Yes, Vander Engines did send me the offers twice not three times. As previously provided in the attachments from the original complaint ******************* the certified mechanics shop, cannot complete the repair Vander Engines is asking for. The step motor on a CVT Transmission cannot be replaced per the local ****** dealership. Email from the ****** Mechanic is attached. ***** from ******************* and I both clearly stated that this was not a legitimate repair.Vander Engines refused to acknowledge this and continued to refuse to stand behind their products and warranty. 

  
  What I am asking of Vander Engines is not an unrealistic ask. I would like them to cover the cost of the installation and repairs that were done to the original transmission they sent that was not "A" grade,tested and in excellent condition. I would also like them to reimburse me for the parts and labor cost at $50.00 for the installation of a new transmission, since the transmission that was purchased from them was in worse condition than the original transmission that was in the car.

  
  It clearly states in their warranty that they will cover all parts and labor cost at $50.00 an hour. 

  
  Attached is the outstanding bill with ******************* for the first transmission install. If Vander Engines has a warranty on their products, then they should stand by that. This is what I am asking for. 
  *Job #1 is for the installation of the transmission: Parts = $418.71, There was 15.3 hours of labor at $50.00 an hour would = $765.00
  *Job #7 is for repair that needed to be done to the transmission due to a leak found after initial install. Parts = $405.12. There was 11 hours of labor, but we were only charged $429.00 total for labor. This equals out to $39.00 an hour. 
  *Sublet Job #1 at the bottom of the document is for the reprogramming of the transmission. This is a flat rate = $182.93. 
  Total cost of reimbursement for the first transmission install and repair = $2,200.76. 

  Then there is the cost of having a new transmission installed.
  *Quoted total cost for parts, labor and reprogramming = Parts= $418.71, Labor = 15.3 hours at $50.00 per hour = $765.00, Reprogramming = $182.93.
  Total cost for installation of new transmission = $1,366.64

   
  Total reimbursement = $3,567.40

  The other option I am willing to accept is that Vander Engines pays the outstanding balance with ******************* in full which is $2,964.51. I would be extremely happy with that as well. If that bill could be paid then I will cut my losses and move on. 
  

  Devin from ******************* and myself have worked for month now trying to resolve this. I simply want Vander Engines to own up to their mistakes and stand behind their advertised warranty.
  
  Sincerely,
  
  ***********************
  

  g in contact with a representative from Vander Engines for several days. When he finally got ahold of ***** in the warranty department ***** was told to call back on or after January 4th, 2024. Come January 4th, 2024 ***** again tried to file a warranty claim for the faulty transmission. No luck. All through January until February 6th, 2024 ***** from ******************* attempted to get in contact with ***** at Vander Engines to file a warranty claim. No luck. I got involved in the situation at this ***************** then stated that the mechanics shop failed to report the transmission failure with the 15 day period from delivery. ***** from ******************* and I provided Vander Engines with multiple forms of proof showing this was not correct, it was installed and reported within the 15 day period. Vander Engines has refused to own up to their faulty product or honor their warranty. After a lot of back and forth they have stopped communicating with ***** and I and will not respond to emails or phone calls.

  Business Response

  Date: 03/19/2024

  Hi Team,
  Despite sending the final offer 2-3 times, the client hasn't attached it in her response. Our last email to her was on March 10th.
  The labor cost wasn't provided because the error code indicates a bad step motor, not a bad transmission.
  We've requested the client to make the necessary changes and assured coverage for all repair costs.
  Thank you.
  
  and the email sent to her is given below.

  Hello *****,
  I am sending our offer again:
  1-We can provide you with the replacement item, but we won't cover the installation costs.
  2-Alternatively, we're prepared to offer you a reimbursement totaling $1500.
  Please take your time to consider these options and let us know which one you'd prefer.
  Thank you for your understanding.
  Best regards,
  *****
  
  
  
  
  

  Business Response

  Date: 04/01/2024

  Hello *****,
  
  I am sending our offer again:
  
  1-We can provide you with the replacement item, but we won't cover the installation costs.
  2-Alternatively, we're prepared to offer you a reimbursement totaling $1500.
  
  Please take your time to consider these options and let us know which one you'd prefer.
  
  Thank you for your understanding.
  
  Best regards,
  *****

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21427197
  
  Once again I am not accepting either of your offers. As previously stated multiple times your company is not honoring your posted warranty or standing by the faulty product you sent. 
  I do not want to continue trying to do business with a company that conducts business this way or treats their customers in this manner. 

  I will restate what I am willing to settle for again. According to the information I was provided with the transmission I purchased came with a 3 year parts and labor warranty. Please see attached screenshots of text message string. The warranty covers all parts with the exception of electrical parts and labor at the rate of $50.00 per hour. Vander Engines refusal to honor this warranty is not okay. Vander Engines has also stated that the warranty was not to be honored because it was not installed within the 15 day period from delivery which has also been proven to be untrue as well. The transmission was installed within the 15 day period. 

  Vander Engines needs to honor the warranty that was stated to have come with the transmission I purchased. Per your stated warranty this is what I am asking for: 

  
  Option A:

  Vander Engines needs to cover the cost of the installation and repairs that were done to the original transmission they sent that was not "A" grade, tested and in excellent condition. Vander Engines will reimburse me for the parts and labor cost at $50.00 for the installation of a new transmission, since the transmission that was purchased from them was in worse condition than the original transmission that was in the car.

  It clearly states in their warranty that they will cover all parts and labor cost at $50.00 an hour. 
  Attached is the outstanding bill with ******************* for the first transmission install. If Vander Engines has a warranty on their products, then they should stand by that. This is what I am asking for. 

  Job #1 is for the installation of the transmission: Parts = $418.71, There was 15.3 hours of labor at $50.00 an hour would = $765.00
  Job #7 is for repair that needed to be done to the transmission due to a leak found after initial install. Parts = $405.12. There was 11 hours of labor, but we were only charged $429.00 total for labor. This equals out to $39.00 an hour. 
  Sublet Job #1 at the bottom of the document is for the reprogramming of the transmission. This is a flat rate = $182.93. 
  Total cost of reimbursement for the first transmission install and repair = $2,200.76.
  
  Then there is the cost of having a new transmission installed.
  Quoted total cost for parts, labor and reprogramming = Parts= $418.71, Labor = 15.3 hours at $50.00 per hour = $765.00, Reprogramming = $182.93.
  Total cost for installation of new transmission = $1,366.64
  
  Total reimbursement = $3,567.40 

   
  Option B: 

  Vander Engines pays the outstanding bill at ******************* in FULL for the installation and repairs done to the first transmission that was sent by Vander Engines. The total balance due to ******************* is $2,964.51. 
  
  This situation has been an absolute nightmare. No customer should have to be treated like this or be put through this much, especially on a large purchase like this. I purchased this transmission in good faith for my daughters first car. Here I am 5 months later, out thousands of dollar and still don't have a vehicle for my daughter to drive. The car is in worse condition now than it was when I first took it into the shop. Up to this point Vander Engines has refused to be of any help at all. The 2 offers Vander Engines has sent is not even close to a fair and reasonable offer. 

  Also attached again is a copy of the email chain between myself, ***** @ ******************* and Vander Engines. In this email chain it is clearly stated by myself that I do not accept either of Vander Engines offers. 

  If Vander Engines continues to refuse to own up to their warranty, and faulty product I will have no choice but to take this matter to court. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/13/2024

  Type:Delivery 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.

   
  Complaint: 21285804
  
  I am rejecting this response because: I do have to use this engine as I've been out a a vehicle for 3 weeks now. *** engine that I paid for I was told was located in ******* **. ***y sent an engine out of **********. I have no idea what engine was sent or the amount of miles. *** engine sent also had bolts in the motor, which it took the shop 4 hours to remove. Also the high pressure fuel pump in the engine was bad and I had to pay to get that replaced as well. I have no information that shows my 3 year warranty besides the text message. I believe I should receive a partial refund.
  
  Sincerely,
  
  ***************************.

  Business Response

  Date: 02/15/2024

  Dear Team,
  
  I hope this message finds you well. I'm writing to provide an update regarding Ms. ******* recent purchase of the 2014 ***** Equinox engine from our dealership.
  
  The merchandise was shipped on February 9th, 2024. Due to logistical constraints, XPO Logistic trucks visit our location only twice a week. The engine was dispatched from our partner dealer in **********. While we didn't explicitly mention it earlier, the part originates from ********.
  
  We've ensured Ms. ***** receives the correct engine by sharing the *** (Vehicle Identification Number). Tracking details for the shipment are as follows:
  
  Carrier: XPO Logistic
  Tracking Number: 513-572080
  Estimated Delivery Date: February 16, 2024
  Tracking Link: **************************************************************************
  
  Please review the tracking information provided. If Ms. ***** wishes to return the part for any reason, kindly inform us, and we'll facilitate the process promptly.
  
  Thank you for your attention to this matter.
  
  Warm regards,

  James 

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

  Business Response

  Date: 03/04/2024

  HI *****,

  Please confirm your email again.so we will send the warranty paper to you.
  
  email we have-
  
  ************************.

   

  Thanks

  *****

  **********

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21285804
  
  I am rejecting this response because: I had to pay extra because they spent 4 hours removing bolts from the engine. Also the engine had a bad high pressure fuel pump which had to be replaced that cost $395.99 plus tax. I should get refunded for that amount. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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've recently completed a purchase for a used engine for a 2010 VW PASSAT with ****** miles and 3yr warranty on October 21st 2023 for $2560 the initial Down-payment was $640 made on Aug 22nd 2023 for a total of $3200. I was Informed by (***** Auto Parts Usa) on October 27th it would be shipped the following week.On the week of the 10-30/11-3 there was a delay on testing the engine before being sent because of soo many orders,the next week I was then informed the engine didn't pass quality test, a replacement will be found and go out the following week after calling on October 6 & 7th was referred to ***** he then verified the engine to be shipped its 5th digit Vin# the engine was incorrect so he didn't ship, but assured me he has the correct engine that matches my 2010 VW Passat it has ****** miles and will be ready to go out, he would provide me with tracking number by Friday November 10th, I received a call from ***** Friday November 10th 11:30am requesting the Business shipping name and ph#. I replied with with the information by 11:39. About 430pm I called back and sent text msgs for tracking# text reply from ***** that he would respond. Its now 6:33pm Friday November 10th 2023 no response.

  Business Response

  Date: 02/13/2025

  Sorry but we don't see you on our order sheet. Please send details and we will look into it.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 20304739
  
  I am rejecting this response because:

  As evidenced in the previously attached pictures and based on the pre-sale description of the item I purchased, the engine that was delivered to me does not meet the standards that were implied/described.

  As far as the offer to "clean the engine", my professional mechanic has inspected the motor and from his extensive experience has informed me that there is no "cleaning of the engine" that could be done in order for it to operate properly. That being said, there was no prior discussion of potential rust on the engine that was described to me verbally or in writing as seen in the text messages that were included. In fact, if the words "potential rust" had been mentioned in any state or form prior to my purchase. We would not be at this point because I would have not purchase it.

  The level of rust and corrosion is thru out the water jacket which means the potential for thru wall leakage, which in time would cause another failure or further damage to other engine components. The argument that it is a 34 year old engine is irrelevant, if it had gone through the alleged rigorous inspection and testing as claimed in your original communication. As your company claimed, a low mileage, (51k mile), fully tested engine would not display that sort of damage and neglect. As evidenced in the pictures I sent, my original engine is also 34+ years old and shows no sign of the damage that is in the engine I purchased.

  The bottom line is I feel completely mislead on a relatively large purchase. The item was not as described and does not meet the standards that your company claims to represent. Therefore, I am seeking full reimbursement and not willing to pay a "restocking fee" for an item that arrived not as described. Because I would like to resolve this issue quickly, I am willing to pay the cost of shipping the engine back to you. That would mean a refund to me for $2,300 assuming the shipping is roughly $400.

  Please let me know the shipping arrangements so that the shop can prepare the pallet.

  I do not wish for this to escalate any further.

  
  Sincerely,
  
  *********************

  ck head gaskets and rings, ******* Pan valve covers are checked to verify there is no evidence of overheating or water damage. Then it is -Reassembled -Steam cleaned -Palletized ready for shipping"This engine is HEAVILY WATER DAMAGE and my mechanic has informed me that the engine is no good.I have discussed this issue at length with ***** at Auto Parts LLC. One of his may responses was, "What do you expect? It's a 30 year old engine. It is going to be junk". I have requested a refund to no avail. We discussed replacement as well as trying to salvage the current block which is not cost effective and he would not pay for it. I reached out to Vander ***************************** with no response.I documented all text communication and I have numerous photos of the damage.For comparison, I have photos of the same area from my blown engine that shows what the water jacket should look like. I will include in the supporting documents.

  Business Response

  Date: 07/17/2023

  ************** bought an Used engine for 1989BMW325i 2WD, M20 , we have told him clearly that it is obvious that there will be a little bit of rust as it has been almost 34 years old engine. we are ready to pay for the cleaning expense a& if there is any issue with the engine, we are ready to compensate for the inconvenience which has caused to him.

  He has not even installed the engine yet and claiming that the engine is not good!! We also asked him if he does not want that engine he has to pay the restocking fee and shipping charges and we will take the engine back and pay the balance back to him.

  Below are the Terms & Conditions which he agreed to it before buying.

   

  Terms & Condition Apply :
  Note - Once the order is placed cannot be canceled if customer wants to cancel the order it will be a restocking fee of 25%. on the total value& ship[ping Charges if that part has been shipped.
  Note-Customer has to installed the engine/transmission within the 2 weeks after receiving it.
  Note-Free replacement will be provided within 30 days                                                                      
  Note-NO WARRANTY ON ELECTRICAL PARTS
  Note-Engine/Transmission has to be installed by certified mechanic
  
  ENGINE -Important Notice:
  Follow manufacture's guidelines.. Replace all fluids, seals, filters, water pump, and thermostat. Install timing belts/chains & tensioners. Inspect valve cover and pan gaskets and replace as necessary. Install new belts & hoses. Prior to start disable ***************** systems crank over and ensure adequate oil pressure. Preform all re-program procedures and clear and remedy all fault codes. Review and perform all ***************** Bulletins (TSB) Failure to comply voids all warranties. In case of malfunctions ,STOP, do not drive call for instructions

   

  Thanks

  *****

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  What address should I ship this to? Do you have a preference on the shipping company to use?

  Thank you for your assistance in resolving this matter.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/29/2023

  please ship me back my engine, i will refund you in full.

   

  Thanks

  Customer Answer

  Date: 07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  What address should I ship this to? Do you have a preference on the shipping company to use?

  Thank you for your assistance in resolving this matter.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/01/2023

  Complaint: 20304739
  
  I am rejecting this response because: 

  To Whom It May ************************* class="default-style" style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">I recently accepted the business resolution associated with Complaint ID ********. However, the complaint was closed.

  The business is refunding my money and asked me to ship the engine back to them.

  Unfortunately, they did not give any instructions as to how and where I should return the item.

  Please reach out to them to find out where I should ship it to, a contact name and how will I receive my refund.

  Thank you in advance. I appreciate your assistance. 

  Sincerely,
  *********************; 

  Business Response

  Date: 02/13/2025

  Weve already made it clear that a restocking fee applies if the order is canceled after 48 hours. For an exchange, just make sure the engine is on a pallet, and well send the replacement for free