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Business Profile

Used Auto Parts

Engine Shopper, LLC

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Engine Shopper, LLC has 13 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/28/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 10/16/24 i ordered an engine from **************************** and paid ******* with a ****** delivery fee. The engine arrived 11/14/24 which was late. After having the engine installed, I found out that the engine was no good! I reported it to the company and they stated that my warranty was void because I had 5-10 days to do the warranty paperwork, but the engine did not arrive until 28 days later. Then they gave me 5 days to show proof and I did, I sent copies of everything they asked for via email. They replied 5 days later and told me they'll let me know when everything is updated. 2 weeks passed I called and they left me on hold for 30 mins that resulted in a hang up. The next day I called back and talked to an "April" she stated that I needed to fill out the warranty form, then she checked again and stated that I didn't need to fill out the form and they had everything they needed. I haven't heard anything since!

      Business Response

      Date: 02/04/2025

      The complainant purchased a used engine on 10/16/2024 and is requesting a refund.
      The complainant purchased a used engine on 10/16/2024 and it was delivered on 11/18/2024. The complainant alleges that once the engine was delivered and installed, that it was no good. The complainant stated that they reached out and started the claim process and submitted all the requested documents.
      After review, no documents have been received from the complainant on the claim. What we would request is the complainant either submit all paperwork via the BBB complaint upload or email them to us. We also need the diagnostic invoice, and coil and injectors need to be checked as well. Once we get the requested documents that were originally uploaded that complainant stated they sent and the additional requested documents in this response, we can look to then move forward.

      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: 02/12/2025

      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 ******* *******; have sent all receipts,pictures and invoices etc..  my mechanic/ mr ***** taylor  did get a message from   SAIA  FREIGHT stating stating, there was (1 pallet/ engine) that needed to be schedule for delivery; that was on friday  2 7 25 .  now swengines is refusing to uphold t he  LABOR WARRANTY ,  i I'veeven sent receipts / invoices of labor  ..it cost me $1900 for labor  to install this engine was exchanged so therefore the vlabor should apply to this 2nd engine..so thats what im now asking for reimbursement/ Labor fees to Apply therefore  im asking that claim #******  not  be closed until completely setteled '''''thanks ******* johnson 

      Regards,

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

      Business Response

      Date: 02/17/2025

      In response to the complainants rebuttal, we are asking again to please upload all requested documents to this complaint. There have still not been any documents uploaded as of the date of this posting, yet we asked on 2/2/2025 to attached them to this complaint as we did not receive them previously. We ask the complainant please attach all requested documents.

      The complainant purchased a used engine on 10/16/2024 and is requesting a refund.
      The complainant purchased a used engine on 10/16/2024 and it was delivered on 11/18/2024. The complainant alleges that once the engine was delivered and installed, that it was no good. The complainant stated that they reached out and started the claim process and submitted all the requested documents.
      After review, no documents have been received from the complainant on the claim. What we would request is the complainant either submit all paperwork via the BBB complaint upload or email them to us. We also need the diagnostic invoice, and coil and injectors need to be checked as well. Once we get the requested documents that were originally uploaded that complainant stated they sent and the additional requested documents in this response, we can look to then move forward.

      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:01/24/2025

      Type:Product Issues
      Status:
      Answered
      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 engine for customer gave all the correct information and they send me the wrong one the requested the engine back so I send it now they don't reply back to me I've called over 30 times to try to get replacement or refund and they do not reply to any of my calls or emails please help

      Business Response

      Date: 02/20/2025

      The complainant purchased a used engine on 12/14/2024 and is requesting a refund.
      The complainant purchased a used engine on 12/14/2024 and it was delivered on 12/30/2024. The complainant alleges that we had shipped the wrong engine to them.
      The specific sections of the Terms and Conditions state as follows:
      6: All mis-ordered or mis-diagnosed parts will be assessed a 25% processing charge and freight both ways, regardless of the reason.



      All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
      After review, the complainant did not order correctly as they had originally thought.The complainant ordered a ***** 3500 diesel engine Vin F with 32 ml oil cooler line. The complainant needed another one with a different size oil cooler line.Due to the complainant not ordering the correct engine and having it returned to us; a refund was given on 01/27/2025 in the amount of $2,606.25. This refund reflects a 25% processing charge along with shipping costs. 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:01/23/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 the engine back in July of 2022. December 2024 with about 25k the engine needed replaced according to the shop. ******'s offered a 5 year warranty or 50k mil I didn't get an email or response. (***************************************************) I called on 12/13/24 to find out how I go about making a warranty claim. I submitted everything requested on 12/26/2024. so on 12/31/24 I emailed asking for an update, and I called and spoke with *** who told me that had received everything but was waiting on management to respond. She told me as soon as they did, she would call me back and let me know. The email they said to send the infor ***** told me at that time to give him mation to *************************************** came back as undeliverable. Then on 1/13/25 I called and spoke with ***** who transferred me to ***** at extension 2061. ***** answered and said that his warranty manager was out and should be back 1/22/2025 and to give him until 12 and he would call me back. On 1/22/2025 I never received a call, so I called back around 1, and ***** picked and told me that my warranty claim was closed, because I didn't submit the original installation invoice. I then told him it didn't ask for the original it asked for an itemized installation invoice which we thought was for the shop to put the replacement in. I then said why has NO one responded to my numerous emails, support tickets, calls letting me know I needed to submit the original invoice he said it's not their job! Then he hung up on me. I was shocked at the way I was being treated so I called back and tried to get him to help me make sense of this. He said there was nothing he would do they closed the warranty claim because I didn't upload the original invoice. I told him it didn't ask for ORIGINIAL invoice, so I had no way of knowing this is what they wanted.

      Business Response

      Date: 02/04/2025

      The complainant purchased a used engine on 07/12/2022 and is requesting a replacement/refund.
      The complainant purchased a used engine on 07/12/2022 and it was delivered on 08/15/2022. The complainant alleges that in December of 2025 the engine needed to be replaced. The complainant called on 12/13/2024 inquiring about a warranty claim and stated they submitted everything on 12/26/2024.
      The specific sections of the Terms and Conditions state as follows:
      23. 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 did not submit the original instillation invoice from the engine in the requested documents which resulted in the warranty claim being closed and voiding the Free Warranty per the Terms and Conditions of the Free Warranty. It was requested in the initial warranty claim request. Since the warranty claim was void, the complainants request for a replacement engine or 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,


      Remanns **************** Team

      Customer Answer

      Date: 02/05/2025

      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.

      [No, that is not an acceptable response. I had already stated that in my claim. The issue is that I had the original, But NO WERE did it ask for the ********* invoice it only ask for the installation invoice, and as I stated prior, we assumed that was for the installation to install the replacement so they would know how much it was going to cost them. I also provided the screen shot showing it did not say ORIGINAL.  When I asked why I wasn't told about this when I called several times asking about the process which NO one said anything about "5 "days EVER, ***** said it wasn't their job! I called on 12/31/2024 asking and also submitting a support ticket at that time had someone just said we need you to submit the ORIGINAL invoice I could of simply uploaded it, but this is just away for them to NOT FULL FILL their obligations. I believe this is FRAUD and should not be allowed. Not to mention the customer service they say they want to provide is nothing but a lie if this is how they treat them]

      Regards,

      ******* S ********

      Business Response

      Date: 02/26/2025

      In response to the complainants rebuttal, we apologize for any less than satisfactory level of customer service perceived by the complainant. We do understand where there might have been a misunderstanding on the part of the complainant when it came to the request for the original invoice, but it is always better to send more information than less when you assume what is being requested. Since the complainant did not submit the original invoice, the claim was void and the refund was not approved.
      The complainant purchased a used engine on 07/12/2022 and is requesting a replacement/refund.
      The complainant purchased a used engine on 07/12/2022 and it was delivered on 08/15/2022. The complainant alleges that in December of 2025 the engine needed to be replaced. The complainant called on 12/13/2024 inquiring about a warranty claim and stated they submitted everything on 12/26/2024.
      The specific sections of the Terms and Conditions state as follows:
      23. 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 did not submit the original instillation invoice from the engine in the requested documents which resulted in the warranty claim being closed and voiding the Free Warranty per the Terms and Conditions of the Free Warranty. It was requested in the initial warranty claim request. Since the warranty claim was void, the complainants request for a replacement engine or 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,


      Remanns **************** Team

      Customer Answer

      Date: 02/26/2025

      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.

      You keep saying a rebuilt engine yes that's what I purchased and less than 25k it needed replaced according to the shop. Since you gave 50k mile warranty I submitted the claim to be replaced. I then called after submitting asking what the process was and if they had everything needed. I was told it was sent to managers to view and to give them a few days to respond and someone would call. Not 1 person called, or responded to any of my emails or support tickets either asking for the procedure. You are just using this as a bull  c*** excuse not to replace something you know good and well I was entitled too. I am not a mind reader or like you said have time to read through your website to find information that your business could of just responded to or advised after all my attempts. You are just taking advantage of hard working individuals.  Any business who truly cares for its customers would of simply said we just need you to email us a copy of the original receipt and followed through with your obligations.  Unless you plan on refunding me the money there is no need to respond further, because all u are doing in trying to justify something that simply is WRONG. I praynyou can sleep at night and Karma doesn't bite u u back!

      Regards,

      ******* S ********

    • Initial Complaint

      Date:01/10/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      10/18/2024 $1845.00 This engine remanufacturing company claims (on their about us part of their website) that they completely go through their engines and transmissions and clean them and ensure all parts are in running and working condition. This is an all out lie. After weeks of waiting for my motor i recieve a dirty motor that when inspected had carbon build up on the heads and cylinders, had rust on cylinder walls, one cylinder wall was pitted from rusting out, and there was coolant sitting in the cylinders when opened. I have been fighting tooth and nail to try and return this beyond defective motor for a refund and have gotten nothing but the roundabout. I am currently trying to resovle this dispute with the credit card company but have a feeling it will be to no avail. I would like this company to be investigated for false advertisement and scam. No one should be paying close to 2000 dollars for a big ol paperweight. I have plenty of supporting evidence and will do my best to provide all of it. I attempted today january 10th 2025 to call the company one last time and give them the chance to rectify the situation, and when i finally got through to a manager he ended the conversation with "f*** you never contact us again". Not to mention when i previously called and expressed my concerns the response i got was "So?". This is unnacceptable and beyond poor customer service. No one should have to go through anything like this

      Business Response

      Date: 01/29/2025

      The complainant purchased a used engine on 10/18/2024 and is requesting a refund.
      The complainant purchased a used engine on 10/18/2024 and it was delivered on 11/12/2024. The complainant alleges that once the engine was delivered, it was found to have carbon build up on the heads and cylinders, had rust on cylinder walls, one cylinder wall was pitted from rusting out, and there was coolant sitting in the cylinders when opened.
      After review, a chargeback was opened on 12/12/2024 and until the dispute is processed and closed we are unable to move forward with any type of resolution.

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


      Sincerely,


      Remanns **************** Team

      Customer Answer

      Date: 01/30/2025

      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.

      Everything the business said except the dispute being processed and closed is true. That part mentioned is an all out lie. Over the past few months i have reached out to this business countless to try ro return their faulty engine and multiple times i have found a brick wall at the end with no resolve. I was supposed to be sent a fully functional, feild tested motor. However what i got was the engine provided in the pictures i sent in original complaint. That is not a fully functional field tested motor. I dont know how the procured the motor nor how they stored it and that being said its not my fault of the condition of the motor once i recieved it. I have been more than willing to send this motor back to recieve a refund and have gotten zero cooperation from the business. On january 10th i called the business in one last ditch effort for them to rectify this situatuon. I first spoke with ***** and asked to be transfered to a manager. I was transfered to a manager by the name of *****. After a brief back and forth he cut me off and told me that by inspecting the motor he claims i "augmented" it therefore they have no reason to issue me a refund and followed up with "never contact us again" and hung up on me.

      This is poor customer service at best and completely unprofessional.

      Regards,

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

      Business Response

      Date: 02/26/2025

      In response to the complainants rebuttal, we apologize for any less than satisfactory level of customer service perceived by the complainant. While the charge back is still on going, we are unable to move forward until the chargeback is processed and closed.

      The complainant purchased a used engine on 10/18/2024 and is requesting a refund.
      The complainant purchased a used engine on 10/18/2024 and it was delivered on 11/12/2024. The complainant alleges that once the engine was delivered, it was found to have carbon build up on the heads and cylinders, had rust on cylinder walls, one cylinder wall was pitted from rusting out, and there was coolant sitting in the cylinders when opened.
      After review, a chargeback was opened on 12/12/2024 and until the dispute is processed and closed we are unable to move forward with any type of resolution.

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


      Sincerely,


      Remanns **************** Team

      Customer Answer

      Date: 02/26/2025

      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 havent contacted me to try to resolve this issue. So there never will be a resolution to the claim i submitted. In fact the manager ***** told me to never contact them again. Unprofessional to say the least.

      Regards,

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

    • Initial Complaint

      Date:01/07/2025

      Type:Product Issues
      Status:
      Answered
      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 on12/16/24. Payed ******* out of my account. Promised an ******************** with ****** miles havent even got a shipment date yet. Call and they tranfer me to a. Extension that no one answers .called back 4 more times and no one answerd. I want my money back.

      Business Response

      Date: 01/29/2025

      The complainant purchased a used engine and is requesting their money back.

      The complainant purchased a used engine on 12/16/2024.The complainant was upset due to the lack of communication on the status of the shipped engine. The complainant did open a chargeback on the order, but the order did go out for delivery on 01/02/2025 and it was signed for on 01/07/2025.
      We do not have any additional communication from the complainant since 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:12/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 remanufactured engine and after 6 weeks, they produced nothing. Just refunded my money, no calls or anything. So I purchased another one. They sent a used engine NOT remanufactured to my mechanic. Less than 24 hrs later the company had my engine picked up and 6 weeks later still waiting on refund. They are liars and thieves!

      Business Response

      Date: 01/02/2025

      The complainant purchased a used engine on 10/29/2024 and is requesting a refund.

      The complainant purchased a used engine on 10/29/2024 the complainant may have viewed a remanufactured engine, but in the engine did in fact purchase a used engine. The complainant thought they had purchased a remanufactured engine, and they requested the used engine to be picked up. We did pickup the engine at their request.
      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, the engine was picked up and returned. A refund is being issued to the complainant for the amount of $906.25. This refund reflects per the Terms and Conditions of the Free Warranty when it comes to returned orders and a 25% processing and handling fee plus shipping costs are applied to the refund. A full refund request is not approved.


      Sincerely,


      Remanns **************** Team

    • Initial Complaint

      Date:12/13/2024

      Type:Product Issues
      Status:
      Answered
      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 October ****** Invoice # ****** Paid $1895 They took 25% of the total $1895 = $473.25 and take it for canceling They did not try to solve the problem and said I cancel the order.Their policy says they ship within 7-14 days of orders. On the eleventh day October ******* they sent me an email saying there is a problem with shipping through the shipping supply, they did not ask for an extended time or give me a time when they would ship engine.Upon hearing that I told them I would like a refund they say I should give them my reason via email , I told them its been eleventh days and you cannot give me a time within your fourteen days of delivery in your email you sent me , the vehicle is holding up the work shop so I would like to cancel and get a refund .I did not return an engine for them to take 25% restocking fee, they know why I cancel they could not ship the engine within fourteen days or say when the would and give me a time when they would .I should not be charging a 25% cancelation fee , a good company with reputation would honor the situation give back a payment in full .When looking back on reviews I realize the type of company they are when it comes to matters like this .I am asking you for your kind assistance in getting back the balance of my refund of $473.25.Thank you

      Business Response

      Date: 12/30/2024

      The complainant purchased a used engine on 10/04/2024 and is requesting a full refund for a cancelled order.

      The complainant purchased a used engine on 10/04/2024 and cancelled the order on 10/18/2024. The Complainant alleges that we could not give them a specific date when the engine would ship, as it was 10 business days from order date, and the complainant then cancelled their order.
      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.

      8: Orders usually ship within 7-14 business days


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

      After review, the complainant was aware of the Terms and Conditions of our Free Warranty when it pertained to cancelled orders and how they were subject to a 25% handling and processing fee when they made the engine purchase.  Since the complainant cancelled their order within the normally shipping timeline, we are unable to approve a full refund to the complainant.


      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:11/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Company did not honor the 3 year warranty. We had the dealership email the required documents for installing the engine in the time frame they allowed but claim they never received the email. They also require the documentation to be send in a short amount of time and delay shipping of the engine and count the delayed shipping for that time.

      Business Response

      Date: 12/10/2024



      The complainant ordered an engine on 10/15/2024 and is wanting a refund for the engine plus labor costs.

      The complainant ordered an engine on 10/15/2024 and the order went out to him on 10/24/2024. The complainant alleges that he picked up his engine from the repair shop on 11/20/2024 and drove it 700 miles and it failed. The complainant alleged states that the engine was locked up and unrepairable.
      The specific sections of the Terms and Conditions state as follows:
      11: The part must be installed AND warranty activated within 10 Business Days of delivery or the Free Warranty shall default to a 6 ************************ Warranty from the original date of purchase and installation for engines and 3 ************************ Warranty from the original date of purchase and installation for all other purchased parts.


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

      After review, the complainant called on 11/25 to activate the Free Warranty over the phone. We did express to the complainant over the phone that he was outside of the 10-day window to activate the Free Warranty from his delivery date. The engine was delivered to the complainant on 10/30/2024. Since The complainant did not install and activate the Free Warranty within the Terms and Conditions of the Free Warranty, any past, current, or future warranty claims are not approved. The complainant request for a refund and labor costs totaling $13,925.00 is not approved.

      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:11/27/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 SW Engines September 4, 2024. It was claimed to have had ****** miles, cleaned and tested. What I got was clearly cut from a wrecking yard car and completely worthless, as evidenced by the metal chips and fragments visible inside the engine. It was returned per the company's warranty process, and a warranty claim filed. The engine was returned and recieved by the company. To date no refund has been received and all calls (dozens) result in being put on hold for 45 minutes and being hung up on. I paid almost $2500 and am entiteld to a refund per their stated policy.

      Business Response

      Date: 12/10/2024

      The complainant purchased a used engine on 09/04/2024 and is requesting a refund in the amount of $2445.00.

      The complainant purchased a used engine on 09/04/2024 and the engine shipped out on 09/16/2024. The Complainant alleges that the engine was worthless, and it had metal chips and fragments in the engine.

      After review, we did issue a full refund to the complainant on 11/27/2024 for the amount of $2445.00 and a chargeback was filled the same day.


      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: 12/17/2024

      [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:11/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a used transmission for a 2009 ****** Outback for $995. Took 3 weeks to ship. When old transmission was removed for replacement, the transmission sent was not the correct one. When I filed a warranty complaint, they refused to do anything, claiming that their policy is 10 days to report wrong part shipped. Due to the delay in shipping, my mechanic got to the job as soon as they could, but past the 10 day period. I could not find anything that states the 10 day reporting requirement.

      Business Response

      Date: 12/02/2024

      The complainant purchased a used transmission on 08/04/2024 and is requesting a replacement transmission.

      The complainant purchased a used transmission on 08/04/2024 and the transmission shipped out on 08/24/2024. The Complainant alleges that the transmission was not the correct one for the 2009 ****** Outback. The complainant alleges that that once they removed the old transmission, the newly purchased one was not correct for their vehicle an they filed a warranty claim.
      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.

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

      After review, it was determined that the correct transmission was sent for the complainants vehicle. The complainant alleges that the purchased transmission has a different neutral safety switch as it ***** onto the transmission, they are able to use the one from the old transmission as, it is a bolt on item, it is not covered by the Terms and Conditions of the Free Warranty. The complainants request for a replacement transmission is not approved.


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

      Sincerely,


      Engine & Transmission World Customer Service Team

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