Complaints

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

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• 

  Engine Shopper, LLC

  2100A E College Ave Cudahy, WI 53110-2803

• 

  Southwest Engines

  406 S Boulder Ave Ste 200 Tulsa, OK 74103-3503

• 

  Engine Shopper, LLC

  1033 Corporate Square Dr Saint Louis, MO 63132-2928

• 

  Engine Shopper, LLC

  2442 Barrington Rd Fairlawn, OH 44333-3804

• 

  Southwest Engines

  406 S Boulder Ave STE 400 Tulsa, OK 74103

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:07/31/2023

  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 bought the engine in may 2023 with amount $2020 the shipped it to me in June but after installation done the motor didnt start at all. I filed a claim with them they asked me for the documents invoice from the garage and picture of the engine I sent all the documents to them but they still refused to refund my money

  Business Response

  Date: 08/07/2023

  The complainant purchased a used engine on 05/11/2023 and the complainant is looking for an refund for the engine.
  
  The complainant purchased a used engine on 05/11/2023 and the engine shipped out on 06/16/2023.The complainant alleges that the motor didnt start at all.
  
  After review, we would request that the complaint reach out to us for a BOL and get the engine shipped back to us for inspection. Once the engine is inspected,we then can take the next steps when it comes to the refund.
  ,
  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:07/27/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased engine from Used ******* for $1495 with a 5 year warranty or 50K miles parts and labor on May 27, 2022, invoice #******. ******* email is ********************** My mechanic installer wrote in my complaint that the engine was faulty and the worst engine he'd seen in his twenty year business. I notified Discover Credit and they contacted *******, then ******* sent them a letter how they inspect all engines. The picture of the engine they sent Discover was different from the one ******* sent me. I even have pictures of the two engines where they have different numbers. I paid Discover because I wanted to keep in good credit standing. I sent the engine back to them under the direction of a ******* worker. I have proof that they did receive my returned engine because I got the paper that says so from the freight company which I also sent to *******. I never got a refund. I am now out the cost of that engine plus the cost of a new engine, and I had to pay the installer 2 times for the work for the two engines. One of the things they tell me when I call is that they were paid by Discover so it is okay with Discover.. The pictures of the two engines previously mentioned were also sent to Discover. Any thing you can do to help me get the refund will be extremely appreciated.

  Business Response

  Date: 08/07/2023

  The complainant purchased a used engine on 05/27/2022 and the complainant is looking for an refund for the engine.
  
  The complainant purchased a used engine on 05/27/2022 and alleges that the engine was faulty.The complainant states they did send the engine back to us.
  
  After review, we would request that the complainant please attach the proof it was sent back in a rebuttal and we then can take the 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,
  ******* **************** Team
  
  

  Customer Answer

  Date: 08/09/2023

  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.]
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/26/2023

  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 purchased an engine from SW engine when I got the engine I had it installed into a 2012 Dodge Caravan the motor was knocking make a noise It was defective. I contacted S&W engine immediately. I also had the mechanic that installed it from his shop to contact them. I tried to get a refund and I they were said they needed a couple items from me which was where I pay to have the engine installed and they wanted to hear the engine running, I sent them a recorded video of the engine running, and they could see the engine was in the vehicle, and that the engine was knocking. It was making a lot of noise then I requested a refund. Ill call them and gave them where the engine was located so they could pick the engine up. They would not come and pick up the engine at that time. They kept giving me the runaround so I contacted my bank to ask them to help me get my money back, the bank did not have any luck after several months of trying to get my money back so I contacted SW engine again, requesting a refund they said they needed to pick up the engine. I provided them a location where the engine is so they can pick it up then they say we sent you out a warranty to fill out. They did not do that. That was a lie I never receive a warranty to fill out, they just keep coming up with stuff giving me the runaround because they dont wanna refund my money. All I want is my money back they can pick up the engine they could have picked up the engine months ago. *** provided them with that information they just keep coming up with excuses on why they cant refund my money to me and its not fair. All I want is my money back the engine was no good , my invoice number is ******. I am desperately seeking help with getting my money back. They can pick up the engine they just keep making excuses and they keep lying. Trying to keep my money and its not fair. I just want my money back. I cannot submit the supporting documents because they are too large. If somebody could send me an email address I can send you what I have been sending them requesting a refund I do have supporting documents. My number is ***********.

  Business Response

  Date: 08/07/2023

  The complainant purchased a used engine on 11/17/2022 and is requesting a full refund.
  
  The complainant purchased a used engine on 11/17/2022 and it shipped out on 12/05/2022. The complainant alleges that the motor was knocking and was making a noise.
  
  The specific sections of the Terms and Conditions state as follows:
  24: Once you have initiated a warranty claim, you are required to submit ALL the details requested through the Customer ****************** Portal within 5 Business Days or the warranty will be void.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, the complainant never provided the needed documentation within 5 days of making a warranty claim. Since this was not completed, per the Terms and Conditions of the Free Warranty, the Free Warranty is void. The complainants request for a refund or a replacement engine is not approved.
  
  
  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:07/21/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  May 24, 2023 I purchased a *********** from SW Transmissions (Invoice#******) for my 2011 ****** Camry for $2,343.41. May 30, 2023 Entered an agreement with Uownleasing to begin making payments for the transmission. Transmission shipped from *********.June 7, 2023 the transmission arrived in *********, ** June 8, 2023 I was informed by my mechanic that upon installing the transmission it was non-operational; a diagnostic revealed that Solenoid "A" and "D" were not functioning. I paid $1000.00 for the installation. June 9, 2023 I called SW Transmissions and explained the problem, and asked for a refund. The part had a warranty.June 14, 2023 Someone named **** from SW Transmission emailed me and asked me if "we have tried to switch out the two solenoids?". My response was "No". The Transmission should have been a swap, take out the old one and install the new one. I said to him that "I did not agree to buy a project; I needed a working transmission for my car. That's what was advertised". I asked him if the transmission was checked prior to shipping to me, he said "Yes", but it was clearly not working properly. He stated that he would have someone pick it up. The problem I was having is that in order to get it off of my car it was going to cost me another $1000.00; I explaind that I didn't have another $1000.00 to spend on this faulty transmission and that I need this sale to be Voided. I never heard from him again.June 23, 2023 I emailed SW Transmissions and **** again looking for a resolution to this purchase.June 26, 2023 I called and spoke to ******** at SW Transmission, explained to her the problem and she said she would look to process a refund for the faulty transmission.June 27, 2023 I emailed **** at SW Transmission again, received no answer.June 30, 2023 Called SW Transmission and spoke to ******** again; I expressed to her that these payments need to end and this sale needs to be voided.I have not heard from SW Transmissions since then.

  Business Response

  Date: 07/31/2023

  The complainant purchased a used transmission on 05/22/2023 and the requesting a refund.
  
  The complainant purchased a used transmission on 05/22/2023 and the order shipped on 05/30/2023. The complainant alleges the transmission was non-operational. The complainant alleges that two of the Solenoids were not functioning.
  
  After review, Solenoids are not covered under the Terms and Conditions of our Free Warranty. Since these are not covered, the complainants request for a refund is not approved. 
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  Sincerely,
  SW ***************************** Team
  
  

  Customer Answer

  Date: 07/31/2023

  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.
  
  This business advertised a working transmission with only ****** miles that is compatible with a 2011 ****** Camry.  I agreed to pay $2,343.41 for this part to get my car operational and on the road again.   When the transmission arrived and was installed, it didn't work. My car did not operate correctly with this transmission, it was faulty. When I reached out to SW Transmissions someone named **** assured me that the transmission was inspected and functioning.  When I explained the problem to him he suggested that we fix the transmission?!? I did not agree to purchase a "project" from this business.  For what I am being asked to pay, this transmission needed to function 100% correctly. I had to waste $1000.00 to get it installed only to discover that it was non-operational.  This transmission is now stuck on the car, I do not have another $1000.00 to get it removed and to this day I am still without a car. This business needs to refund my money and quit charging me for this defective transmission that they sold to me. It is essentially a boat anchor, and that's not what I agreed to purchase.
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/17/2023

  In response to the complainants rebuttal, Solenoids are not covered under the Terms and Conditions of the Free Warranty and since they are not covered a refund is not approved.
  
  The complainant purchased a used transmission on 05/22/2023 and the requesting a refund.
  
  The complainant purchased a used transmission on 05/22/2023 and the order shipped on 05/30/2023. The complainant alleges the transmission was non-operational. The complainant alleges that two of the Solenoids were not functioning.
  
  After review, Solenoids are not covered under the Terms and Conditions of our Free Warranty. Since these are not covered, the complainants request for a refund is not approved.
  
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  Sincerely,
  SW ***************************** Team
  
  
  

  Customer Answer

  Date: 08/22/2023

  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.
  
  This continues to be a generic answer from this vendor. The warranty for this part that was sold to me is not the issue, as the part was shipped to me defective and not working. If this transmission was installed and working properly in my car for a month, and then the solenoids went bad, than maybe I can understand their explanation. But the part sold to me was defective on arrival and they should not be charging me for it any longer. I have paid them $742.24 to this point for this non-operational part they sold me, not to mention the $1000.00 I wasted to have it installed. SW Transmissions needs to void invoice #****** and communicate that to uownleasing.com as they are still seeking payment from me at this time. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 March ***** we paid SW Engines (which found out they go by many names and locations all over the **) $1,595.00 for a motor which we were told had ****** miles on it. When we purchased it over the phone we were told and website says the engine would be shipped within ***** business days, came with a 5 year parts and labor warranty etc. sounded great! But more then 4 months later we have been shipped a blown motor, and no call back or refund after 2 months!!We have been MORE the patient with them, after more then a month we called to find out what was going on because we have not been given any update and it was way past the 14 days! No one would get on the phone but emailed that there was a delay. We understood at first but then more time goes by, we are almost two months in and we call to see again what was going on! We were told the engine was at the shipping lot and would be shipped within 48 hours, days went by and we heard nothing. Called again and he said it was picked up but he didn't have the shipping info the carrier would contact us with tracking info. Days later and nothing called back and told like always someone would call us back, nope. Called again the next day and got an email saying the engine was NOT SHIPPED the carrier would not take it because it was a little damaged! After they said it was gone? several days later they contacted us saying they have A DIFFERENT engine in ********* with has less miles and in better shape. They are sending us directly. Finally got tracking and finally delivered! After more time and money installing, THEY SENT US A BLOWN ENGINE!! KNOCKING AND WOULDN'T STAY STARTED FOR MORE THEN A COUPLE SECONDS! Its now been two months with no answer, they say its approved and someone will call but they never do! We have been more then patient, WE NEED A FULL REFUND OF OUR 17YR OLD SONS MONEY!! Today was told it was in accounting they will email us but nothing about returning the bad motor or when we get our money back!!

  Business Response

  Date: 07/31/2023

  The complainant purchased a used engine on 03/27/2023 and the requesting a refund.
  
  The complainant purchased a used engine on 03/27/2023 and the order shipped on 05/15/2023. The complainant alleges the engine was blown and is looking for a refund. The complainant did file a warranty claim but only did provide receipts. No other documentation was provided. We request that when filing a warranty claim, we need diagnostic reports from the repair shop, heat tab pics, invoice from repair shop, etc. This information was not provided.
  
  After review, due to being past 30 days from when the engine was delivered and the requested documentation was not provided, a refund is not approved but the complainant can get a replacement engine if they would like one.
  
  
  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: 07/31/2023

  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.]
  
  Regards,
  
  *****************

  Business Response

  Date: 08/17/2023

  In response to the complainants rebuttal, pictures were submitted on 06/20/2023 but no other documentation was submitted like a diagnostic report or repair shop invoice. Since this information has not been provided, a request for a replacement engine is not approved.
  
  The complainant purchased a used engine on 03/27/2023 and the requesting a refund.
  
  The complainant purchased a used engine on 03/27/2023 and the order shipped on 05/15/2023. The complainant alleges the engine was blown and is looking for a refund. The complainant did file a warranty claim but only did provide receipts. No other documentation was provided. We request that when filing a warranty claim, we need diagnostic reports from the repair shop, heat tab pics, invoice from repair shop, etc. This information was not provided.
  
  After review, due to being past 30 days from when the engine was delivered and the requested documentation was not provided, a refund is not approved but the complainant can get a replacement engine if they would like one.
  
  
  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: 08/30/2023

  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 motor on March 27, 2023.  I was told the motor would ship within 7 to 14 days.  I received  a bad motor on May 19, 2023 (59 days) which was not the motor they originally told me I would receive.  I was told the motor needed to be installed and verify it was working within 10 days of receiving the motor.  ********* was installed on May 25, 2023 and verified that the motor is bad and knocking.  I called SWEngines on May 25, 2023 and was transferred to the warranty department.  I was told I needed to fill out a warranty form and send in the requested information.  The warranty form gave me the option to request a refund or new motor, so I requested a refund.  All information requested was sent in by May 30, 2023 and I also called in to verify they had all the information needed. I was told someone would reach out to me but no one did, so I ended up calling  SWEngines several times.  Finally on June 19, 2023 I got an email requesting a video of the motor knocking and pictures of heat tabs. I sent the video of the motor knocking on June 19, 2023 and the pictures of the heat tabs on June 20, 2023.  On June 21, 2023, I sent an email asking if this was what they were looking for and I received no response.  I called and emailed several times trying to see if they had what they needed from me for the warranty and called and emailed about the refund several times from June 21st all the way until July 21st.  Every time I called, I was told that a refund was approved, but no one could tell me when I would receive a refund.  I kept receiving the same answer getting the run around, so I contacted the Better Business Bureau  after not having a working product or a refund after 4 months. I am now 5 months without  a refund and I do not want another motor.  I do not trust that I will receive a quality product on time, and I do not trust that if I receive another bad product that I will be taken care of, due to the fact that I am not being taken care of now and have not been for 5 months.  It was not until I contacted the Better Business Bureau that I was told I would not receive a refund, after constantly being told I would receive a refund over the phone.  I would also like to know why SWEngines is offering another motor for warranty if I did not follow the warranty process as they stated in the last rebuttal. SWEngines has the requirements for a refund or motor. 

  
  Regards,
  
  *****************

• Initial Complaint

  Date:07/19/2023

  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.

  July 10 **** to July 19 2023 SW engines kept 465 dollars of my refund after I canceled an order for which I never received a engine or any tracking information. I was told they work out of the warehouse where engines are kept and shipped. Never got ahold of the same person. They work out of a business suite and are a known scam site.

  Business Response

  Date: 07/27/2023

  The complainant purchased a used engine on 07/10/2023 and the requesting a full refund.
  
  The complainant purchased a used engine on 07/10/2022 and cancelled their order on 07/19/2023.The complainant is upset that when they were refunded, they were not refunded in full.
  
  The specific sections of the Terms and Conditions state as follows:
  5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, per the Terms and Conditions of the Free Warranty, if the order is cancelled a 25% handling and processing fee is applied to the refund. Since the complainant cancelled their order a 25% handling and processing fee was applied. The complainants request for a full refund is not approved.
  
  
  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: 07/28/2023

  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.
  This is the way the company works.  If you look at all the reviews the either take forever causing people to cancel and keep their money or the send them any engine a/after months ofqwaiting.  They do not honor their warranties and websites like sitejabbers rank them as being a scam site.  They continue to **** of thousands of people daily.  They lied to me and said they had eyes on my engine and they worked at the warehouse where my engine was.  This is not the truth and since employee lied I said i was uncomfortable workingf with them and requested a refund.  They tried to send me an email where i agreed to the 25 percent holding to which I did not sign consent and told them I refused to give them it.
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/07/2023

  In response to the complainants rebuttal, they were aware of the cancellation policy per the Terms and Conditions of the Free Warranty. We state that normal shipping times are between **** business days. The complainant cancelled their order 7 business days from when they placed their order. The complainants request for a full refund is not approved.
  
  The complainant purchased a used engine on 07/10/2023 and the requesting a full refund.
  
  The complainant purchased a used engine on 07/10/2022 and cancelled their order on 07/19/2023.The complainant is upset that when they were refunded, they were not refunded in full.
  
  The specific sections of the Terms and Conditions state as follows:
  5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, per the Terms and Conditions of the Free Warranty, if the order is cancelled a 25% handling and processing fee is applied to the refund. Since the complainant cancelled their order a 25% handling and processing fee was applied. The complainants request for a full refund is not approved.
  
  
  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:07/17/2023

  Type:Delivery 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.

  They promised to deliver the product within **** days after purchase. However, it's been 25 days and they blame shipping companies, but don't provide any details about what the shipping companies backlog etc.Meanwhile, they have charged by card.

  Business Response

  Date: 07/25/2023

  The complainant purchased a used transmission on 06/22/2023 and tried to cancel due to delivery time.
  
  The complainant purchased a used transmission on 06/22/2023 and the complainant tried to cancel their order on 07/17/2023. The complainant was not able to cancel their order as the transmission went out for delivery on the day, they called in to cancel.
  
  
  After review, the transmission was delivered on 07/19/2023 and we have not had any further communication from the complainant on the order of the transmission.
  ,
  We do hope this closes the matter and please let us know if you need any further information from us.
  Sincerely,
  Quality Used Transmissions **************** Team
  
  

  Customer Answer

  Date: 07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:07/17/2023

  Type:Billing 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 contacted the business on line and they stated that the reman trans I wanted wasn't available but a used trans with a 12 mo ****** mile free shipping parts and labor was. I agreed and placed the order 10/16/22. I paid $1320 and was assigned invoice # ******. It was installed 1 Nov at a cost of $844.30. It was defective and I activated the warranty immediately. I subsequently sent proof of mileage 3 times, the shop invoice twice and a second copy of the warranty activation. I have contacted the warranty over 30 times, sometimes being assured that the refund was on its way, other times being referred to different phone numbers , senior warranty specialists, etc. Each time I was told that a follow up email was being sent but that never happened despite my meticulously spelling out my email address. Now they just don't answer the phone or immediately hang up.

  Business Response

  Date: 07/27/2023

  The complainant purchased a used transmission on 09/16/2022 and the requesting a refund.
  
  The complainant purchased a used transmission on 09/16/2022 and the order shipped on 10/14/2022.The complainant alleges the transmission that was delivered was defective. The complainant did activate the warranty on 11/1/2022.
  
  The specific sections of the Terms and Conditions state as follows:
  12.Exchanges or Store credits only after the part has been in customer possession for more than 30 days.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************
  
  After review, the complainant did file a warranty claim on 1/6/2023. The complainant had 30 days from delivery to send the transmission back for a refund. Since it is past 30 days, the complainant can get a replacement transmission but a refund 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

  Customer Answer

  Date: 07/31/2023

  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 never saw any requirement for me to spend several hundred dollars more to remove and return the junk transmission.  In fact the representative specifically said that would not be necessary when I spoke to them on the phone.  Furthermore, the refund was approved and promised on more than one phone call.[Please type your response here.]
  
  Regards,
  
  ***************

  Business Response

  Date: 08/17/2023

  In response to the complainants rebuttal, the complainant only had 30 days from the date of delivery to get a refund per the Terms and Conditions of our Free Warranty.
  
  The complainant purchased a used transmission on 09/16/2022 and the requesting a refund.
  
  The complainant purchased a used transmission on 09/16/2022 and the order shipped on 10/14/2022.The complainant alleges the transmission that was delivered was defective. The complainant did activate the warranty on 11/1/2022.
  
  The specific sections of the Terms and Conditions state as follows:
  12.Exchanges or Store credits only after the part has been in customer possession for more than 30 days.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************
  
  After review, the complainant did file a warranty claim on 1/6/2023. The complainant had 30 days from delivery to send the transmission back for a refund. Since it is past 30 days, the complainant can get a replacement transmission but a refund 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
  
  

  Customer Answer

  Date: 08/21/2023

  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.
  
  [Please type your response here.]This is not a business; it's a criminal enterprise!  "Used" and " scrap metal" are not synonyms.  Delivering a dirty, untested, nonfunctional transmission from a $ 200 wre ked car should be a crime.  I certainly never saw any such 30 day limitation on refunds; I suspect you invented it as unethical as you are  especially given that it was never .entitled in some 20 -30 phone calls over the subsequent 6 months or so.  I was constantly shifted from one rep to another.  A few times they would "write a ticket" to senior reps or assure me the refund would be in my account in a few days.  I would  ertainly never agree to spend hundreds of dollars to ship back a piece ** junk valued at about $6 I would have to pull myself.  Nor would I ever trust you to deliver a functional unit.  I will definitely let others know this "business" is a rip- off.  Perhaps I will have better luck going through the ** of Wyo.
  
  Regards,
  
  Perry Bang

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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: (March, 25th) I ordered a use engine online from: (SWEngines.com).Invoice#: (414472).The charge we agree to: ($3245) for the part, And ($450) for the core that I never get back because thew never provide me with pick up info as they promised!. So the total charge was: ($3695).The shipping time as they told me: (7 to 14) business days.But after a long waiting and follow up trying to get info regarding the shipping and every time different excuse I finally got the part on: (June, 6th).Our mechanic installed the engine. unfortunately wasn't ruining well. It has a (Crankshaft problem).I contact them immediately they asked for: installation receipt I sent it. Then they asked for diagnosed report I sent as well. Until today July, 16th I'm keep trying to solve the problem with them but I'm keep getting ignored!So here I'm reaching out to you hoping i will get help getting my full refund of the amount of: ($3695). Also the installation I paid for the damage engine they sent me: ($1500)And the ($250) I paid for the additional diagnose they request.If you want any of the emails between me and them to be forwarded to you. I will be more than happy to provided to you to support my claim.Thank you in advance.

  Business Response

  Date: 07/25/2023

  The complainant purchased a used engine on 03/25/2023 and the complainant is looking for an refund for the engine and labor and reporting costs.
  
  The complainant purchased a used engine on 03/25/2023 and the engine shipped out on 05/19/2023.The complainant alleges that the engine wasnt running well when installed and was a crankshaft issue.
  
  The specific sections of the Terms and Conditions state as follows:
  1: The engine warranty covers block, heads, and all internals. Bolt-on accessories,wiring and sensors are not warranted.
  
  3: Engine warranties are limited to manufacturing defects in the block, heads, pistons,crankshafts, camshafts, rockers, and oil pumps. We do not warranty any attached accessory parts, such as switches, sensors, cables, electronics, belts, hoses,water pumps, manifolds, wire harnesses, valve covers, brackets, flywheel etc
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, when we reviewed the diagnostic report sent over from the complainant it showed the issue being a timing chain issue. This issue is not covered under the Terms and Conditions of the Free Warranty. Since this is not covered under the Terms and Conditions of the Free Warranty, we are unable to approve the complainants request for a full refund plus installation costs and reporting costs.
  ,
  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: 07/26/2023

  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.]
  
  Regards,
  
  Amar Taraf

  Customer Answer

  Date: 07/26/2023

  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.
  
  Good morning. This is Amar Taraf. Complaint ID#: ********. I totally reject the respond from (SWEngine) because I don't think whoever wrote the respond knows how engine dose work! They said its timing issue and not cover by the warranty? First: this wasn't an issue happens after I drove for few months or after high millage. The engine they sold to me came with this issue and on them website says all engine tested before shipped! Second: timing issue related to crankshaft and to have it fixed you have to adjust the crankshaft which is covered by them warranty. On both instillation invoice and diagnosed report showed code: (p006, crankshaft/timing). I'm not sure if they took time to take a look at the reports because if they did they will see it says crankshaft. Third: my van will not run perfectly and absolutely will not pass inspection with this issue. Crankshaft will cost over $3000 to fix and why would do it since I paid for the engine and promised the engine comes with warranty? I really appreciate all the effort you do helping me with this matter. Respectfully, **********. Cell: ************
  
  Regards,
  
  Amar Taraf

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  bought a used engine with 5 yr. ****** warranty with 100% payment on covered parts, and $50 per hour of mechanics labor costs. i have recently been going in circles with the warrenty **** since 5/16/23 with only partial results to my claims. i can better articulate my situation by submitting the almost 15 email conversations with them over the last 2 months. after at least a 20 minute wait for warrenty **** finally was able to speak to a ****, who wasnt much help at all through many conversations, finally after being transfered to warranty manager ******* # which you cant dial directly things just got worse.......i was told my claim was being escalated to some other warrenty ****. and was given a ticket # ****** and the email address ************************** to use for any further dialogue, which is where the email carousel began, currently i am still owed $118.98 + $1.99 for covered parts. im being told through their email that my ticket # ****** has been closed and if i need further assistance i need to open another one. this was done after not addressing my concern for the parts which will be shown on my supporting documents. at this point i need to figure out how to upload and send documents, which would be primarily copies of my email sent and replied to.

  Customer Answer

  Date: 07/10/2023

  From: hppc hppc <******************>
  Sent: Friday, June 30, 2023 11:29:51 PM
  To: ************************** <**************************>
  Subject: Re: [Ticket #: ******] Your order

   

  Well I guess I'll start over... Sorry to be so absent minded as to not request reimbursement for the labor costs specifically, I thought that would be rather obvious...  So I am hereby requesting reimbursement for labor costs on the replacement of the oil pump,,,,. And since you can't access the oil pump without draining the coolant,  removing the oil pan, and gasket, removing the timing cover, and gasket, as well as engine coolant and oil filter, I am requesting reimbursement for those items as well.  Now if any of the other parts associated with the oil pump assembly itself are NOT covered, please state so and I will have the garage prepare another estimate including the labor costs only and if needed, the time required to complete the job.

  
  

  Get Outlook for Android

  ---

  From: ************************** <**************************>
  Sent: Friday, June 30, 2023 4:06:07 PM
  To: ****************** <******************>
  Subject: [Ticket #: ******] Your order

   

  Hello *****************************,
  
  First of all, we do not cover 50% of labor, we cover $50 an hour of your mechanics labor cost, as well as parts that are covered under the warranty. As discussed before, the oil pump, which IS covered, we have refunded you for. As far as labor, you made zero mentions of labor in your previous emails with our department. If you'd like to be reimbursed for labor, please upload an invoice showing your labor cost and we can refund the appropriate amount based on the book time. It's always easier for everyone involved to discuss their options, rather than make threats. Based on your own words, looking at our email history, we have done nothing wrong. Follow our protocol and there shouldn't be any issues.
  
  Thank you for your business!
  SWEngines.com
  Warranty Department
  Tel.************
  
  [Ticket #: ******]

  Business Response

  Date: 07/27/2023

  The complainant purchased a used engine on 08/22/2022 and the complainant is looking for an refund for parts.
  
  The complainant purchased a used engine on 08/22/2022 and the engine shipped out on 09/13/2022.The complainant alleges that work had to be done on the engine and they opened a warranty claim. The complainant is looking for a refund on 2 gaskets that they feel are covered and wants a refund of $118.98.
  
  The specific sections of the Terms and Conditions state as follows:
  1: The engine warranty covers block, heads, and all internals. Bolt-on accessories,wiring and sensors are not warranted.
  
  3: Engine warranties are limited to manufacturing defects in the block, heads, pistons,crankshafts, camshafts, rockers, and oil pumps. We do not warranty any attached accessory parts, such as switches, sensors, cables, electronics, belts, hoses,water pumps, manifolds, wire harnesses, valve covers, brackets, flywheel etc
  
  16: We do not warranty oil leaks/damage on engines or transmissions due to non replaced seals, gaskets or filters.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, per the Terms and Conditions of the Free Warranty, we do not cover gaskets and they must be replaced. Due to our Terms and Conditions of our Free Warranty, the complainants request for a refund on the 2 gaskets us not approved.
  ,
  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: 07/29/2023

  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.
  
  [Pleai se type your response here.]I have read the business reply and wasn't surprised see that they only showed a snippet from general terms and conditions,  however their warranty overage is much broarder,  with exclusions, exceptions, ect.   My particular concern falls under their,,,, 5YR.  PARTS AND LABOR TERMS AND CONDITIONS.  specifically for. COVERED COMPONENTS,   UNDER  seals and gaskets, which I communicated with them on 3  occasions ***** to the ticket being closed.  So I do not accept anything less than a refund of the amount requested. In

   
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 08/01/2023

  Greetings in regards to # ********.   I was unable to add this to my reply sent recently.  But this is a continuation of. SW engine extensive warranty policy which they didn't address. I have circled the items of interest, and hopefully they will quit beating around the **** on this matter......... thank you.    *************************;

  
  

  Business Response

  Date: 08/07/2023

  In response to the complaints rebuttal, seals and gaskets are not covered under the Terms and Conditions of the Free Warranty. The complainants request for a refund is not approved.
  
  The complainant purchased a used engine on 08/22/2022 and the complainant is looking for an refund for parts.
  
  The complainant purchased a used engine on 08/22/2022 and the engine shipped out on 09/13/2022.The complainant alleges that work had to be done on the engine and they opened a warranty claim. The complainant is looking for a refund on 2 gaskets that they feel are covered and wants a refund of $118.98.
  
  The specific sections of the Terms and Conditions state as follows:
  1: The engine warranty covers block, heads, and all internals. Bolt-on accessories,wiring and sensors are not warranted.
  
  3: Engine warranties are limited to manufacturing defects in the block, heads, pistons,crankshafts, camshafts, rockers, and oil pumps. We do not warranty any attached accessory parts, such as switches, sensors, cables, electronics, belts, hoses,water pumps, manifolds, wire harnesses, valve covers, brackets, flywheel etc
  
  16: We do not warranty oil leaks/damage on engines or transmissions due to non replaced seals, gaskets or filters.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, per the Terms and Conditions of the Free Warranty, we do not cover gaskets and they must be replaced. Due to our Terms and Conditions of our Free Warranty, the complainants request for a refund on the 2 gaskets us not approved.
  ,
  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: 08/08/2023

  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.]. Once again the business has not complied,  while they keep referring to some free warranty and the gaskets not being covered,  I'm specifically talking about the 5 year parts & labor : terms and conditions as shown on the attached,  I see nothing in their terms that mentions ( the free warranty) .  If seals and gaskets aren't covered under (the free warranty). How is the oil pump,  and $50 per hour of labor costs covered when they both fall under COVERED COMPONENTS.  NOW if I'm missing something and there are 2 separate warranties involved here please let me know where to find it.
  
  Regards,ir 
  
  ***************************

  Customer Answer

  Date: 08/10/2023

  Greetings please include this with my reply from earlier to reject the offer from SWengines as it only says the same thing they said before,  I am covered under the 5 yr parts and labor free warranty I submitted all the documents they needed on 9-19-2022. The terms are clearly listed under COVERED COMPONENTS which I've sent.