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

  2525 East Paris Ave SE Ste 100 Grand Rapids, MI 49546-6191

• 

  SW Engines

  7856 Westside Park Dr Mobile, AL 36695-8541

• 

  SW Engines

  3828 Brannan Dr S Mobile, AL 36693-3905

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:05/01/2023

  Type:Product 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 an engine for *******. The engine was locked, two certified mechanics tried the engine. I called and then received an email and the procedures to send back. I sent back and finally had to check with the return carrier to make sure they received it. So now they are saying they will not refund because warranty was not completed. This is a lie, everything was done as per their procedures. This company has over 620 complaints from bbb and trust reviews. We need class action to close them down!

  Business Response

  Date: 05/18/2023

  The complainant purchased a used engine from ** on 01/19/2023 and is requesting a refund.
  
  
  The complainant purchased a used engine on 01/19/2023 and the engine was shipped out on 02/13/2023.The complainant alleges that the engine was locked up and not able to be installed.
  
  After review, we did pick up the engine and got it back for inspection on 05/11/2023 which resulted in ** issuing a refund to the complainant in full for the amount of $1395.00.
  We do hope this closes the matter and please let ** know if you need any further information from **.
  Sincerely,
  ******* **************** Team

  Customer Answer

  Date: 05/19/2023

  [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:04/28/2023

  Type:Billing 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.

  On February 27th I placed an order for a 2010 dodge journey engine with swengines the amount totaling $2070. About 3 weeks later received an email saying the engine is being shipped and that I will receive a follow up email with the tracking information said email was never received. Contacted swengines to get an update they said that the engine is still at the facility and that they will email me with follow up information. Once again no information was received contacted them again they said they will once again send me updated information via email when they find out whats going on I was fed up at this point told them I wanted to cancel my order and get a refund due to it being 2 months since my order was placed. April 5th is when I canceled my order, and filed a dispute with my bank. April 28th, no refund and still havent heard from swengines nor has my bank.

  Business Response

  Date: 05/07/2023

  The complainant purchased a used engine on 12/26/2022 and the complainant is looking for a refund.
  
  The complainant purchased a used engine on 12/26/2022 and the engine was sent out on 03/01/2023.The complainant filed a chargeback on their order due to the engine not shipping until 03/01/2023. The complainant tried to cancel their order after it had shipped.
  
  After review, the chargeback is still open and we are unable to move forward in the refund process until it is closed and processed.
  ,
  We do hope this closes the matter and please let ** know if you need any further information from **.
  Sincerely,
  SW Engines **************** Team
  
  

  Customer Answer

  Date: 05/08/2023

  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.
  
  After reviewing the response from SW engines information they are stating is inaccurate. The purchase date was 02/27/2023. Cancellation/refund date was 04/5/2023. On 03/21/2023 they stated the used engine was loaded on the truck and ready to ship. Also stated they were waiting on tracking information. Tracking information was never received nor any update on shipping until after cancellation was requested in which the freight company called me and informed me they will figure out what was going on with my merchandise on 04/5/2023. Today 05/08/2023 I still not have received any information or update on my refund. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/12/2023

  In response to complainants rebuttal, a refund was issued on 5/3/2023 for full amount.
  
  The complainant purchased a used engine on 12/26/2022 and the complainant is looking for a refund.
  
  The complainant purchased a used engine on 12/26/2022 and the engine was sent out on 03/01/2023.The complainant filed a chargeback on their order due to the engine not shipping until 03/01/2023. The complainant tried to cancel their order after it had shipped.
  
  After review, the chargeback is still open and we are unable to move forward in the refund process until it is closed and processed.
  ,
  We do hope this closes the matter and please let ** know if you need any further information from **.
  Sincerely,
  SW Engines **************** Team
  
  

  Customer Answer

  Date: 05/16/2023

  [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:04/21/2023

  Type:Product 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.

  SW Engines sold me a defected *** engine that was installed by Engine Specialist of ******* **. Which was under warranty until the end of February 2023 We warranty the defected engine in time S W warranty representative explained to Me at that time that Engine Specialist had 10 days to take the defected engine out of the *** and Replace it with the 2 engine we got from SW engines, and have the Labor cost invoice sent back to SW engines within 10 days, SW engines representative explained to me at that time that I had to pay the Labor cost, and that SW engines would reimburse me the labor cost... The Labor cost Me $1600.00, then after 3 weeks after Engine Specialist, and I did everything correct Like SW engines warranty representative told ** to do, never saying anything else, SW ****** told Me on the 28 of March 2023 "THE Only amount they were going to reimburse me is $50.00 a Hour for only 12 hours, which equals only $600.00 that SW engines never explained to me Or forwarded Me any Paperwork explainine that to me ever. To take out their defective 1st engine, and put back in the replacement Engine (2nd) SW engines would reimburse My Labor Cost. We did everything that was told to ** By SW Engines warranty representative told Engine Specialist, and I to do, SW warranty Representative NEVER EVER Mentioning " You have 12 hours at $50.00 a hour only amount you will be reimbursed equal only $600.00 No one in ******* anywhere is going to take one engine out of a *** and Put another engine back in a *** Properly for $600.00 First SW engine says I have 10 day, then only 12 hours at $50 hour that is the only amount SW Will reimburse me. It cost at least $3000.00 to $2600.00 to remove, and replace a *** engine I payed$1600.00 labor and SW engines said that they would reimburse me My Labor Cost Now They say on the 28 day March 2023 all I get is $600.00 I am 60 years old disabled with 6 children, and I dont have $1000.00 to give away Your Help with this Matter is appreciated... If need be I like to bring this company to court Thank You

  Customer Answer

  Date: 04/13/2023

  Now SWengine is saying  that My $600.00  Labor reimbursment refund was sent to My Debit card account on 24 March 2023, and I have never received it as of up to date, Its seems as if SWengine is Not tring to pay me My Labor reimbursment refund like they told me that they would after I pay for labor cost first*****

  Business Response

  Date: 05/07/2023

  The complainant purchased a used engine from ** on 08/01/2022 and is requesting a refund for installation costs.
  
  
  The complainant purchased a used engine on 08/1/2022 and the engine was shipped out on 08/11/2022.The complainant alleges that the engine was defective. We did send a replacement engine out 02/15/2023.
  
  
  The specific sections of the Terms and Conditions state as follows:
  *** will reimburse the repairer up to $50.00 per hour for the repair of a part or assembly. These charges shall not exceed (a) 100% of the part price as indicated on your original invoice, and (b) applicable numbers of hours derived from labor allowances from nationally recognized labor time allowance manuals.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************.
  After review, we did issue a refund to the complainant on 03/24/2023 in the amount of $600 for 12 hours of labor hours. Per the Terms and Conditions of our Free Warranty which the complainant did agree to with the purchase of the engine, we issued a refund of $50 per hour even if the complainants repair shop charged more. Due to this, the complainants request for a refund over $50 an hour is not approve and additional refund is not approved.
  We do hope this closes the matter and please let ** know if you need any further information from **.
  Sincerely,
  SW Engines **************** Team
  
  
  

• Initial Complaint

  Date:04/19/2023

  Type:Product 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.

  Date of transaction 02/14/2023 Invoice # ****** Paid total of ******* for engine with ****** miles for **** Jeep Grand Cherokee ******* was for engine, core charge and home delivery. Was paid for with my personal credit card.Advertising states engine will be delivered within 5 - 14 business days.Last email received from SWEngines was Mar. 8 ***** stating engine was loaded on truck and they were waiting for shipping and tracking information. Since then I have contacted them by phone several times, I am told my order was cancelled and they are sending me a refund which takes 3-5 business days. This has been going on way too long , I have asked to talk to a supervisor, they tell me they will transfer me but I always get cut off or hung up on. Meanwhile I have a vehicle I cannot drive because no engine, at this point I do not want one of their engines, I don't believe they can be trusted to deliver a good product, only asking for a full refund!!!! Thank you for anything you can do to help me resolve this situation. I cannot move on to finding a reputable company until I get my money back and the vehicle is of no use to me in present condition.

  Customer Answer

  Date: 05/03/2023

   received a full refund credited to my account 5/3.

         Thank you for your help with this, ***

• Initial Complaint

  Date:04/17/2023

  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.

  On January 5, we ordered an engine from SW Engines. When we received the engine, we performed a leak down test before installing as we did not want to jeopardize the warranty. We found the engine to not be in good condition and reached out regarding returning it and getting a refund. We were requested to take a photo of the stock number of the engine by ********************* in the Warranty Department. We sent this as she requested on Feb 20th, provided the pictures on Feb 21. **** stated that it was forwarded to her manager and they would provide updates. We called on March 1st for a status update and got hung up on multiple times. We then sent an email the same day. We called again on March 5th and was told a manager would contact us. No one did. We called again March 26 and were advised we could get a refund and would we like to keep the engine. We were also sent an email that within ***** hours a manager would respond to "make things right." And given a ticket number. No one contacted us. We sent another email and told someone would contact us in 5-7 days. It has been over that and we want our refund as we followed their rules by not installing the engine, and contacting them within the 5 day period.

  Business Response

  Date: 04/27/2023

  The complainant purchased a used engine on 01/04/2023 and the complainant is looking for a refund.
  
  The complainant purchased a used engine on 01/04/2023 and the engine was sent out on 02/03/2023. The complainant alleges that the engine was not in good condition.
  
  After review, we did issue a refund in full to the complainant on 04/18/2023 in the amount of $1295.00.
  ,
  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:04/10/2023

  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 ordered an engine online that is advertised like it is wrapped and and ready to go with ****** miles. **** ordered I waited 2 weeks and still the engine had not shipped. I called to cancel the order. Never on the phone or in the cancellation email was I notified of a 25% charge for the cancellation. Even if its stated in terms and conditions a reminder in those situations would be helpful. It was not shipped so not sure what the charge was for. I have tried for 2 weeks to resolve the issue even offering twice to return the other 75% and them ship the engine.

  Business Response

  Date: 04/27/2023

  The complainant purchased a used engine from ** on 03/14/2023 and is requesting a full refund.
  
  
  The complainant purchased a used engine on 03/14/2023 and the order was canceled on 03/28/2023.
  
  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: ************************************************************************.
  The complainant stated they did not want to wait and canceled their order within 10 business days of the initial order date. The complainant was issued a refund on 03/29/2023 in the amount of $1372.59. This refund reflects a 25% handling and processing fee for canceling their order. Since the order has not shipped yet, the complainant was not charged shipping costs. The complainant was aware of this charge with the purchase of the engine. The complainants request for a full refund is not approved.
  We do hope this closes the matter and please let ** know if you need any further information from **.
  Sincerely,
  Used Engines & Transmissions **************** Team
  
  
  

  Customer Answer

  Date: 04/28/2023

  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 

  Never did I state I didnt want to wait. After calling and them telling me it had not shipped and not giving me a possible ship date I asked to cancel. And as stated before the 25% fee was never mentioned. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/07/2023

  
  In response to the complainants rebuttal, it clearly states in the Terms and Conditions of our Free Warranty, which the complainant has to agree to with the purchase of the engine, that if the order is cancelled, they will be charged a 25% processing and handling fee. Due to this, the complainants request for a full refund is not approved.
  
  The complainant purchased a used engine from ** on 03/14/2023 and is requesting a full refund.
  
  
  The complainant purchased a used engine on 03/14/2023 and the order was canceled on 03/28/2023.
  
  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: ************************************************************************.
  The complainant stated they did not want to wait and canceled their order within 10 business days of the initial order date. The complainant was issued a refund on 03/29/2023 in the amount of $1372.59. This refund reflects a 25% handling and processing fee for canceling their order. Since the order has not shipped yet, the complainant was not charged shipping costs. The complainant was aware of this charge with the purchase of the engine. The complainants request for a full refund is not approved.
  We do hope this closes the matter and please let ** know if you need any further information from us.
  Sincerely,
  Used Engines & Transmissions **************** Team
  
  
  

• Initial Complaint

  Date:04/07/2023

  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.

  We purchased an engine on 12/26/2022, for total of $1,570. They said is would it would take about 7 to 14 buisness days to ship.( ex holidays and wknds). Jan 12, 2023, we contacted the company and they would not answer or drop the call. ( caller id) . Jan 13, 2023 We received an email stating their was a slight delay. At this point we were disguested because we could not get a hold of a live person to talk to and alot of money out. on January 19th 2023 we contacted our Financial instition and reported it as Fraudualent company. It was being investigated. Moving foward the company emailed us on March 1st stating an engine had been shipped 2 months later after not hearing from them. Engine arrived 03/06/23 we blocked out phone and actually got a person to talk to and said this was terminated in Jan. and requested to have engine picked up same day 03/06/23. They said we would recveive a refund in 5 buisness day. Again we tried contacting company and they would not answer. Finally on 3/22/23 I spoke to Art she said I had to remove chargeback from fraud charges. We did that they were to email me on 3/28 ****** said chargeback was not removed from bank. I talked to my bank it was a 48 *********** on 03/31/23 charge back was removed from bank and the company still has not refunded my money. They keep saying its an accounting issue or its being investigated. 0n 4/5/23 Art said she would email me to see status I yet have not got an email or a refund. This money is tied up and I nee to buy my expensive medications to keep living. This company is a scam and should be shut down. The people that work their are horrible as well. Please help us.

  Business Response

  Date: 05/07/2023

  The complainant purchased a used engine on 12/26/2022 and the complainant is looking for a refund.
  
  The complainant purchased a used engine on 12/26/2022 and the engine was sent out on 03/01/2023.The complainant filed a chargeback on their order due to the engine not shipping until 03/01/2023. The complainant tried to cancel their order after it had shipped.
  
  After review, the chargeback is still open and we are unable to move forward in the refund process until it is closed and processed.
  ,
  We do hope this closes the matter and please let ** know if you need any further information from us.
  Sincerely,
  SW Engines **************** Team
  
  

  Customer Answer

  Date: 05/09/2023

  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. HOW LONG DOES IT TAKE TO ORDER AND RECEIVE ITEMS FROM THIS BUISNESS? THEY DO NOT COMMUNICATE PROFESSIONALY THEY LIE AND HANG UP ON YOU. IF IT WAS A GOOD BUISNESS LIKE THEY SAY THEY ARE ON THEIR WEB PAGE WE WOULD NOT BE IN THIS SITUATION.
  SW ENGINES CLAIMS THE CHARGEBACK HAS NOT BEEN LIFTED BY MY CREDIT UNION. I HAVE SPOKEN TO ****, ART AND **************** AND GIVEN THEN THE INFORMATION THAT CREDIT UNION REVERSED PROVISONAL CREDIT ON FRAUD CHARGES ON MARCH 22ND, 28TH, AND 31ST. I ALSO SENT A COPY OF WHAT THE CREDIT UNION GAVE ME TO SHOW THEM THE REVERSAL IT WAS EMAILED SEVERAL TIMES TO VEE AND **** ON 4/27, 5/1 5/3 AND AGAIN 5/9. THEY CLAIM THEY HAVE TO GET WITH ACCOUNTING AND WILL EMAIL ME TO LET ME KNOW WHAT IS GOING ON. I NOT ONCE GOT AN EMAIL FROM THESE INDIVIDUALS. ONLY WHEN I CALL TO ASK WHERE MY REFUND IS AT THEY SAY OH WE NEED TO GET WITH ACCOUNTING AND REPEAT THE PROCESS.  AGAIN THIS HAS BEEN SINCE DECEMBER MY MONEY IS TIED UP WITH THIS DISGUSTING COMPANY. I AM ON FIXED INCOME IM SICK AND NEED TO BUY EXPENSIVE MEDICINE TO SAVE MY LIFE AND MY HUSBAND IS IN THE HOSPITAL.  I HOPE THEY CAN FIND SOME COMPASSION AND GET ME MY REFUND.  I HAVE DONE EVERYTHING RIGHT IN MY PART SO I HOPE THEY GET ON IT AND SAY HOW TRUST WORTHY THE CLAIM TO BE. 
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 05/18/2023

  In response to the complainants rebuttal, we would ask that the complainant please attached the document that shows the chargeback was revered to this complaint and we will then we can confirm that is has been closed and proceed on the next steps with the refund process.
  
  The complainant purchased a used engine on 12/26/2022 and the complainant is looking for a refund.
  
  The complainant purchased a used engine on 12/26/2022 and the engine was sent out on 03/01/2023.The complainant filed a chargeback on their order due to the engine not shipping until 03/01/2023. The complainant tried to cancel their order after it had shipped.
  
  After review, the chargeback is still open and we are unable to move forward in the refund process until it is closed and processed.
  ,
  We do hope this closes the matter and please let ** know if you need any further information from us.
  Sincerely,
  SW Engines **************** Team
  
  

  Customer Answer

  Date: 05/22/2023

  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.
  
  I HAVE COMPLIED EMAILED DOCUMENTS TO THIS COMPANY HERE IS THE DENIAL LETTER THAT MY BANK DID NOT ACCEPT AND REVERSED THE CHARGEBACK,  IT HAS BEEN ON FILE AND THE COMPANY KNOWS THAT.  THIS COMPANY DOES NOT CONTACT US LIKE PROMISED.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/05/2023

  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 a used Transmission with ****** miles on 10/4/22 received on 10/28/22. On 2/4/23 transmission failed and I was sent another transmission that was received on 2/10/23 and installed on 2/16/23. This has a 1 year Parts and Labor warranty that the attached document was sent to them on 2/20/23. I am looking for my Labor reimbursement. Received the follow below.Hello, sir.This is received and forwarded to our manager. We will keep you posted for updates once available. Thank you!Good day, sir!Please attach the following so we can process the labor claim for you: Second Installation invoice Also, just confirming from our conversation over the phone that you are looking for a Labor Claim. Please confirm this so we can start working on this right away.Best regards,********************* Warranty Department *****************

  Business Response

  Date: 04/14/2023

  The complainant purchased a used transmission from us on 09/30/2022 and is requesting refund for a labor claim.
  
  
  The complainant purchased a used transmission on 09/30/2022 and the transmission was shipped out on 02/22/2023. The complainant alleges that the transmission was bad, and we sent a replacement on 02/09/2023. The complainant is requesting labor reimbursement.
  
  After review, we are working on the labor claim request and will be issuing a labor credit back to the complainant.
  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: 04/17/2023

  [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:03/30/2023

  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 2/4/2023, I ordered a transmission ($2095) from ******* DBA Engine Shoppers, and it arrived two weeks later at the car shop to be installed. After the mechanic installed the engine and reprogrammed it, the codes failed. I was sent a faulty transmission. I immediately contacted the warranty company that partners with for replacements (SWengines), and it has been a disaster. The customer service team is horrible, the supervisor is never available and they never call back with an update, after a month, they continuously tell me they are waiting on a response from the insurance company. After two weeks of constant emailing, I am now getting bounced around to representatives (**************, and *************************) who do not respond to emails or phone calls. I have constantly emailed informing them I have no transportation and I am accruing shop fees as my car has been sitting in the shop for almost 2 months. This has been the worst experience.

  Business Response

  Date: 04/06/2023

  The complainant purchased a used transmission from ** on 02/04/2023 and is requesting replacement.
  
  
  The complainant purchased a used transmission on 02/04/2023 and the transmission was shipped out on 02/13/2023. The complainant alleges that the transmission was faulty.The complainant alleges that they did have the transmission reprogrammed and it would not go forward.
  
  After review, we determined that the transmission was not programmed before driving and the Free Warranty was void. We would ask that the complainant please send proof that it was reprogrammed before driving.
  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: 04/07/2023

  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 dont understand where they are getting this assumption that I drove the car. I CAN NOT drive a car if the transmission will not program to the car, it WONT move. I have attached the diagnostic report that I sent to the company MULTIPLE times showing the transmission codes failed when the tech tried to program it, making it UNABLE for me to drive, the car is STILL sitting at the shop after almost 2 months because it is NOT drivable since they sent a faulty transmission. In addition, NO ONE has called me to discuss this matter, I am getting scarce communication through emails and the warranty rep keeps saying this issue will have to be escalated - but no one has ever called me to actually discuss this issue, so I am not sure what they "reviewed", to determine the car was driven,  I NEVER said that the car was driven, as a matter of fact, I have emails telling "*******" who was hired as 3rd party consultant, telling him the car never the left the shop because the transmission, would not program to my car. Again the diagnostic report is attached. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/26/2023

  Per the complainants rebuttal, there is no diagnostic report attached. We would request that the diagnostic report be attached so we can provide a response to the rebuttal.
  
  The complainant purchased a used transmission from us on 02/04/2023 and is requesting replacement.
  
  
  The complainant purchased a used transmission on 02/04/2023 and the transmission was shipped out on 02/13/2023. The complainant alleges that the transmission was faulty.The complainant alleges that they did have the transmission reprogrammed and it would not go forward.
  
  After review, we determined that the transmission was not programmed before driving and the Free Warranty was void. We would ask that the complainant please send proof that it was reprogrammed before driving.
  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: 05/01/2023

  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.
  
  Attached is the diagnostic report, in addition, I have asked someone to call me regarding this matter and no one will call me. My car has been sitting at the shop for months, and I have been without transportation. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/07/2023

  In response to the complainants rebuttal, we do not see a diagnostic report attached to the complaint.Please attach and send it back to us.
  
  The complainant purchased a used transmission from ** on 02/04/2023 and is requesting replacement.
  
  
  The complainant purchased a used transmission on 02/04/2023 and the transmission was shipped out on 02/13/2023. The complainant alleges that the transmission was faulty.The complainant alleges that they did have the transmission reprogrammed and it would not go forward.
  
  After review, we determined that the transmission was not programmed before driving and the Free Warranty was void. We would ask that the complainant please send proof that it was reprogrammed before driving.
  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: 05/08/2023

  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.
  
  I dont understand why you can't view the report that I keep sending, I am attaching the report again, but at this point we are going in circles regarding this situation. It would be helpful if someone would call me (as I've requested serval times) or provide me with a direct email address so that I can send this report to. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/27/2023

  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.

  Ordered used transmission from Quality Used Transmissions. They list an address in ************, ** that they do not operate out of. They are doing business under another name, Engine Shopper LLC supposedly in ******, **. Transmission was ordered and $1,980 was taken from my checking account on 2/21/23. Never received transmission. Canceled the order and was promised a refund. 7 days later no refund. They transfer my call and hang up. Seeking full refund. They never had my part at all.

  Business Response

  Date: 03/31/2023

  The complainant purchased a used transmission from ** on 02/18/2023 and is requesting a refund.
  
  
  The complainant purchased a used transmission on 02/18/2023 and cancelled their order on 03/17/2023 due to the time it took to get the transmission shipped to them.
  
  After further review,it was determined the complainant will be getting a full refund and the complainant should see the refund back to their banking institution in 3 to 5 business days.
  
  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