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:07/26/2022

  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.

  I purchased a used diesel engine from this company. They insured me it was in proper working condition and issued me a 90 day warranty. When the engine was delivered to the shop it was inspected by my mechanic and he informed me it was no good and to return it. I made arrangements to send the engine back but ACE Auto Wreckers. Ace refused to pay for shipping to return the damaged engine. Engine was returned to Ace on July 14, 2022. I spoke with the owner at ************ and he told me his secretary was out with Covid and that is the reason for my refund being delayed. I asked if he could wire transfer the refund back to me the same way I purchased the engine. I was told they would not wire the money and I have to wait for a check in the mail. I asked if next day shipping was possible and he responded, we dont do that. I even offered to pay for next day shipping, at that point ***, the owner got an attitude and told me to keep waiting patiently and my check will be sent out next week. I have lost $830 in shipping fees as well as valuable time. When I asked the owner to make an exception and send the money in a more timely fashion he threatened to make me wait even longer to receive my refund.

  Business Response

  Date: 08/10/2022

  ***************************** did indeed purchase a working used diesel engine that was shipped via freight to his desired location.  In this case the customer decided not to install the engine while we tried to trouble shoot their concerns of turning a diesel engine both ways incorrectly with a 3/8th wrench on a single fly wheel bolt both directions which could cause damage internally.  **************** is our #1 priority, so regardless if the engine was damaged turning it manually incorrectly we informed the customer we would gladly take the engine back.  **************** requested that we arrange for the engine to be picked up with our shipping vendor due to his quoted cost being to high on his end.  
  
  Upon freight delivery our salesman checked in the engine return and set the order up for refund.  Our secretary was out due to Covid creating a small delay in processing paperwork to issue the refund.  **************** was informed our business policy is to issue all refunds in the manor of a check for proof of refund in which *** (The Owner) kindly explained this and reassured **************** the refund check will be mailed out which we did send out.  I fully understand how **************** could be displeased with the policy, but due to overwhelming fraud and chargebacks since Covid we must do our best to protect our customers funds along with our own safe.