Business Profile

Used Auto Parts

Engine Shopper, LLC

Headquarters

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Engine Shopper, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

272 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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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:11/03/2023
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.
August 10, 2023 Ordered car engine from SW Engines. Due to shipping problems the engine didn't arrive until Sept. 14th. No tracking # was sent by SWE. When I finally received the engine it was seized up & ************ were unable to rotate manually. I am a female & not a mechanic but I put all of my weight into it & no rotation. SWE had a parts person call from another company to suggest a work around (it didn't work). I called SWE & requested a replacement engine. The seized one was picked up from my mechanic shop 10/19/23.SWE didn't contact me about replacement information. After several hours trying to speak with a manager, I was passed from customer service, to parts people, placed on hold each time & disconnected several times. I received an email apology from SWE saying "******" no longer works for the company. Who the h*** is ******? Enough, instead of a replacement, I want a refund. More calls to them today 11/03/23 & customer service said the returned ******************** works. I told the rep otherwise. I've been more than patient. I can't get them to let me know ANYTHING. So, I'm I out of line? COMMUNICATION IS KEY. Update on replacement OR refund. That's all I ask. I was 90% packed & ready to move & without a car I'm stuck 3.5 miles away from public transportation. I'm not in the position to purchase another ************************ don't have faith the this company will rectify the situation. I WISH I had checked with the BBB here instead of the online reviews.I can tell the people at the company are probably trained to "pass the buck" & transfer customer calls to the next person. It's sad.
Business Response
Date: 11/22/2023
The complainant purchased a used engine on 08/10/2023 and is requesting a full refund.

The complainant purchased a used engine on 08/10/2023 and it was shipped out on 09/05/2023. The complainant does allege that the engine would not turn over. The customer did have the ******************** picked up and returned it back to us.

After further review, we did issue a refund to the complainant on 11/05/2023 in the amount of $637.50. We will confirm that the engine was locked and get back with the customer on next steps.

We do hope this closes the matter and please let us know if you need any further information from us.

Sincerely,
SW Engines **************** Team
Initial Complaint
Date:11/01/2023
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 transmission with the vin of my truck they sent the wrong transmission and when I contacted them about the issue they tried to charge me $500 to send the correct one. I refused the payment because my vin was entered at time of purchase so some one named **** told me to just send it back now that they have received their merchandise back they are refusing to cancel my order and trying to tell me to pay a $500 freight to cancel my financing which was more than $2000 I have the email where I was told if I didnt want to pay $500 for the correct transmission to just return what was sent which has been done I have bol and tracking number where it has arrived but they keep giving me the run around while refusing to cancel the loan situation has been ongoing since the beginning of October and Ive called everyone I can and they are refusing to give me an upper level manager or corporate office number
Business Response
Date: 11/21/2023
The complainant purchased a used transmission on 10/09/2023 and is requesting a refund/cancellation of loan.

The complainant purchased a used transmission on 10/09/2023 it went out for delivery on 10/12/2023. The complainant alleges that we sent them the wrong transmission. It was determined that the complainant ordered the wrong transmission, they needed a 4-speed automatic transmission and purchased a 6-speed automatic transmission.

After review, we did get the transmission back and will be initiating the refund process.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Transmissions **************** Team
Initial Complaint
Date:10/28/2023
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 bought a replacement engine because a radiator leak destroyed the current one. I bought a replacement engine from SW Engines.My mechanic tried to install it and the crankshaft would not move--I have pix of lots of rust on inside engine.I need this car for the winter--I am 79. It is totally outfitted for winter driving.
Business Response
Date: 11/14/2023
The complainant purchased a used engine on 09/19/2023 and is requesting a replacement.

The complainant purchased a used engine on 09/19/2023 it went out for delivery on 09/29/2023. The complainant alleges that the crankshaft would not move and there was a lot of rust inside the engine.

After review, we are working on a return with the customer and have been in communication with them on next steps.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** Team
Initial Complaint
Date:10/23/2023
Type:Product 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.
Ordered an engine for my truck. After the **** business day waiting period I called and asked where the engine was. I was told I would get shipping information. I did get shipping information but for someone else's engine, not mine. the engine the information was referring to one shipped to a different part of the country. Not my engine. I called again and was told that someone there sent me the wrong info. So I asked when will mine ***** since the **** business days have already passed. Was told it would ship early the next week. Waited and called again the next week. Same question and received the same answer. Now it has been 26 business days and still no answers from the company. I'm done with the *** I want my money back. No restocking fee since it never shipped. No proof it did. No proof of what they offered for sale exists. The only proof is bad information from them and a break in the agreement.
Business Response
Date: 11/09/2023
The complainant purchased a used engine on 09/15/2023 and the complainant is requesting their engine.

The complainant purchased a used engine on 09/15/2056 and the engine shipped out on 10/19/2023.The engine was delivered on 10/24/2023.

After review, we did not have any additional communication from the complainant after the engine was delivered.
,
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** Team
Customer Answer
Date: 11/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They did not honor their advertised delivery time. They sent shipping information to me that was for someone else. Every attempt to get information led to a forever hold on the line. The engine arrived the day after I cancelled the order. No excuse the poor service and lack of respect for the customer. I will never use them again.

Regards,

*****************************
Business Response
Date: 11/16/2023
In response to the complainants rebuttal, the engine was already out for shipment when the complainant made their cancellation request. We do apologize for the level of service the complaint stated they received.

The complainant purchased a used engine on 09/15/2023 and the complainant is requesting their engine.

The complainant purchased a used engine on 09/15/2056 and the engine shipped out on 10/19/2023.The engine was delivered on 10/24/2023.

After review, we did not have any additional communication from the complainant after the engine was delivered.
,
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** Team
Initial Complaint
Date:10/23/2023
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 engine from this company. They said the had a guarantee and warranty on all their used engines. I contacted them for a refund a few days after receiving the engine, I was told in order to get a refund my mechanic would have to write a letter. Which he did. We also have a video of the issue we had with the engine. I sent everything they asked for including the engine to them. SO they have my $8,000 and the blown engine. After they received the engine back they would not *************. My bank tried to get the money back as it was bought on my credit card. I was informed the company disputed MY dispute! AND the bank could not help me get my money back. After this I have investigated this company and this is a pattern for them, the local news company has even investigated them. You can find it on ******** I WANT MY $8,000 dollars back! I will be filing a small claims court case against them!!
Business Response
Date: 11/10/2023
The complainant purchased a used engine on 10/26/2022 and is requesting a refund.

The complainant purchased a used engine on 10/26/2022 it went out for delivery on 12/15/2022. The complainant alleges that once the engine arrived the complainant contacted us to get a refund.

After review, the complainant did file charge backs to his banking institution which out of three cases one is still pending in pre-arbitration since March which we have no control over. Once all cases are closed, we can take next steps in the refund process.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Quality Used Engines **************** Team
Initial Complaint
Date:10/19/2023
Type:Sales and Advertising 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.
Sat, Jun 10, 2023 at 2:58 PM Engine was 1 month late of being sent out Engine had a bent Rod 3 wks of warranty issues to get new engine New engine is now in, but warranty is not covering the labor/ parts
Business Response
Date: 11/03/2023
The complainant purchased a used engine on 06/10/2023 and is requesting a refund for labor.

The complainant purchased a used engine on 06/10/2023 it went out for delivery on 07/06/2023. The complainant alleges that the engine was bad and had a bent rod. We did send out a replacement engine on 08/30/2023.

After review, we did issue a refund to the complainant on 07/07/2023 in the amount of $300.00 and also a refund on 09/01/2023 in the amount of $420.38.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Quality Used Engines **************** Team
Initial Complaint
Date:10/18/2023
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 ordered an engine and had it delivered late. It was already out of the 10 day period to send it back when it was delivered to my repair man. I tried to contact them to send it back and went through the warranty information page on their website. I never heard back from them. I wanted to have them pick up the engine and I would have paid the 25% restocking charge, but could never get through to anyone in the warranty department to schedule the return. I waited on hold multiple times for over three hours without ever reaching them. I contacted my credit card company to reverse the charges and ******* said they tried to send me bill of laiding to send back the engine. They never did. I finally got a hold of the warranty supervisor who said they would send out another bill of laiding but they never did, then they denied my return with no reason. I will be looking to bring them into small claims court.
Business Response
Date: 11/03/2023
The complainant purchased a used engine on 05/12/2023 and is requesting a refund.

The complainant purchased a used engine on 05/12/2023 it went out for delivery on 05/30/2023. The complainant alleges that they wanted to get the engine returned after it was delivered due to the fact the vehicle was a total loss.

After review, we denied the complainants request to return the engine as we do have a strict return policy as we are not able to accept returns after 30 days from delivery. The complainants request to have the engine returned and a refund given to them is not approved.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
******* **************** Team
Initial Complaint
Date:10/10/2023
Type:Product 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 ordered a 2009 SRX Engine 3.6L VIN 7 (300-05206A) on Sept 11, 2023 and have been getting the run around about where my engine is. I have been receiving a generic email that this company is sorry for the delay but no information about when my shipment will arrive. I contacted the shipping company and they can't give me an answer about when and where the shipment is or coming. No one can tell me where my shipment is and they have accepted my money and I have not received my product. I would like to know where my product is or refund me my money.
Business Response
Date: 10/20/2023
The complainant purchased a used engine on 09/11/2023 and is requesting a refund or the engine.

The complainant purchased a used engine on 09/11/2023 and either wants a refund or the engine delivered.

After review, the engine did go out for delivery on 10/12/2023 and shipping information should have been emailed out so we do ask to please check your spam folder and if you did not receive it we can look to send you the tracking info.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Engine & Transmission ********************** Team

Customer Answer
Date: 10/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I received an email which continues to say the delivery is delayed. I finally got a response that the engine has shipped but the delivery dates provided have passed and still no engine. I have contacted the company and the person they say will deliver and they have given me conflicting tarries about where the engine is located and even when the engine will ship and deliver. I am totally unsatisfied.

Regards,

*******************
Business Response
Date: 11/01/2023
In response to the complainants rebuttal, please allow us to look into this and get an update for the complainant on their order.
The complainant purchased a used engine on 09/11/2023 and is requesting a refund or the engine.

The complainant purchased a used engine on 09/11/2023 and either wants a refund or the engine delivered.

After review, the engine did go out for delivery on 10/12/2023 and shipping information should have been emailed out so we do ask to please check your spam folder and if you did not receive it we can look to send you the tracking info.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Engine & Transmission ********************** Team
Customer Answer
Date: 11/02/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I Purchased the engine in 9/11/23 and didnt receive it until 10/20/23 even after the tracking information was not accurate and never had correct information about where it was going or how to deliver. I also paid for a forklift to be with the delivery to remove engine from the vehicle and when they arrived, I had to have another person with me to remove the engine from a van not a delivery truck. Can I get the fee back?

Regards,

*******************
Initial Complaint
Date:10/10/2023
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.
On July 18, 2023 I sent SW Engines $2645.00 for an engine for my 2011 Chevrolet Silverado order #******. On August 10, 2023 they sent the wrong engine. On September 5, 2023 they came and picked up the incorrect engine from drop off point, but didn't bring the one I purchased. I have requested a full refund. I have made numerous attempts to correct this situation.
Business Response
Date: 10/20/2023
The complainant purchased a used engine on 07/18/2023 and is requesting a refund.

The complainant purchased a used engine on 07/18/2023 and it shipped out on 08/16/2023. The complainant alleges that the engine was not the correct one for his vehicle.

After review, we were looking for a replacement engine for the complainant, but we were unable to and have started the refund process. The complainant should have the refund in his account in 3-5 business days.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** Team
Initial Complaint
Date:09/24/2023
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 an engine from SWEngines for my **** **** F150 on June 22, 2023 with free shipping to the mechanic installing my engine. I received the engine more than the **** business days stated. I paid $1,445 for the engine and $500 for the core. The problem is they will now not pick the core up stating the reason being its going to cost more to pick it up this is the email I received after I had the motor installed and waiting 2 months for them to pick my core up and after I have called for those two months regarding my core charge to be refunded to me:Dear *****, We did receive your call for the core pick up, that is why im sending this by email , however it will be $679.54 to bring the core back to us. Instead of charging you the remaining balance of $179.54 for the shipping, we will just let you keep the core.Thank you,The ******************* On my invoices it says nothing about me having to pay for core return my old engine has been boxed and ready to go since July 17th. My mechanic has been waiting for it to be picked up. My invoice #****** dated 7/17/2023 the date that my warranty was approved. All I want is my $500 if they choose not to pick up the old motor thats on them its waiting at the mechanics. Please help me I have called them so many times this email above is from September 19 because they are tired of me calling. Again all I want is my $500. Thank you
Business Response
Date: 10/04/2023
The complainant ordered an engine on 06/21/2023 and is looking for a refund.
The complainant ordered an engine on 06/21/2023 and it shipped out on 07/05/2023. The complainant alleges that they want their $500 core refund.
After review, we did send an email to the complainant that they could keep their core and sell it on their own. If the complainant would still like their $500 core refund they would need to ship the core back to us at their own expense.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** Team
Customer Answer
Date: 10/13/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here]
I was never told I had to pay for core return I want my $500 for the core charge it is their responsibility to pick the motor up. If they never planned to pick up the core they shouldve never charged a core or put that in the invoice that it was my responsibility to pay to ship it back. Which it did not state

Regards,

***************************
Business Response
Date: 10/27/2023
In response to the complainants rebuttal, we are not responsible for the freight charges per the Terms and Conditions of our Free Warranty.
The complainant ordered an engine on 06/21/2023 and is looking for a refund.
The complainant ordered an engine on 06/21/2023 and it shipped out on 07/05/2023. The complainant alleges that they want their $500 core refund.

The specific sections of the Terms and Conditions state as follows:
21. If you were charged a core fee, you will not be refunded if there are cracks or holes in the block or head or if the engine is disassembled or if not returned within 30 days. It is customer's responsibility to ship the core back. All ************* costs are your responsibility.

All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************

After review, we did send an email to the complainant that they could keep their core and sell it on their own. If the complainant would still like their $500 core refund, they would need to ship the core back to us at their own expense.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** Team

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Engine Shopper, LLC is NOT a BBB Accredited Business.