Business Profile

Used Auto Parts

Engine Shopper, LLC

Headquarters

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/10/2022
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.
Purchased from Quality Used Engines however Invoice states it was from Remmans.com July 18, 2022. Grand Total: $3270 2011 ********** CC Engine 2.0L with 60K miles.Engine was in terrible condition, mechanic had to put in and take out 3 times, both new external and internal parts had to be replaced. When speaking with company, they could not provide documentation that this engine actually had 60K miles, they do not return calls, they hang up, their emails do not provide letterheads so cannot provide credit card company with accurate evidence. After asking for the documentation and them not being able to provide, the company asked if we wanted a refund. They never specified the engine would have to be returned. They stated they only needed info. We asked what info this was and they could not tell us. Sent us to a "manager" then they would hang up. Left many messages, never get anything back. We disputed the charge with our credit card company after no one returning our calls. The company then randomly sent an email stating they would be picking up an engine. Never stated if it was for the original or the one we bought which was already in the car. And the mechanic refused to take it out a 4th time and we were not paying for it.We eventually sold the car due to it now being a money pit. They state if you give your original engine back they give you a core charge. After returning our engine, we got charged the $3270 back instead of 1 a refund like they stated or even the core charge that we were at least now owed. This company is absolutely terrible. I have read tons of reviews about this company all with the same story and I am sorry that I ever used this company. They need to be shut down and I would like the refund they told me I would get. I am now out $3270, plus the money I had to pay for the extra parts and labor to my mechanic, a car that did not run and had to just sell for cheap, and a major migraine from having to deal with these people for the last 4 months.
Business Response
Date: 11/28/2022
The complainant purchased a used engine from us 07/18/2022 and is requesting a full refund.

The complainant purchased a used engine on 07/18/2022 and the engine went out for delivery on 07/25/2022.The complainant alleges that the engine was in terrible condition and their mechanic had to put it in and take it out 3 times and replace external and internal parts. Due to this the complainant wanted to return the engine and request a refund.

The specific sections of the Terms and Conditions state as follows:
1. 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.

15. 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, we did determine that the complainants oil leave was due to a valve cover that is not covered under the Terms and Conditions of the Free Warranty. Since it is past 30 days form delivery, we are unable to allow the complainant to return the engine for a refund. We would request that the complainant change out the valve cover gaskets. 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,
******* **************** Team

Customer Answer
Date: 12/07/2022
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 do not accept this response due to the fact that DURING the 30 day period, we spoke to the company where they stated we could get a refund. After talking with them they said we needed to provide multiple items that would require the engine to be pulled out of the car a FOURTH time. When we called to ask about the specifics of these items needed, they could not provide us with accurate answers and sent us to a "manager" who they then hung up the phone. We tried again multiple times to get in contact with this company where they would answer, hear our complaint and then hang up. We could never get through to anyone after speaking about this refund which was in the 30 day period. They also state a 5 year or 50k mile warranty. Not only that but the company also could not provide me with notation that the engine had ****** miles like advertised. When we asked, they hung up. I then sent my engine back to them which they state if you send your engine back they give you a $300 core charge. I've still yet to see even that. This company does not answer phone calls or emails. They took my engine and gave me nothing for it meanwhile I bought this new engine from them that doesn't even work. This is absolutely ridiculous. I am 20 years old and now out $4000 and a car thanks to this company.
Regards,

***************************
Business Response
Date: 12/18/2022
In response to the complainants rebuttal, it was determined that the issues the complainant was having was not covered under the Terms and Conditions of the Free Warranty and since it has been past 30 days, a refund is not approved.

The complainant purchased a used engine from us 07/18/2022 and is requesting a full refund.

The complainant purchased a used engine on 07/18/2022 and the engine went out for delivery on 07/25/2022.The complainant alleges that the engine was in terrible condition and their mechanic had to put it in and take it out 3 times and replace external and internal parts. Due to this the complainant wanted to return the engine and request a refund.

The specific sections of the Terms and Conditions state as follows:
1. 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.

15. 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, we did determine that the complainants oil leak was due to a valve cover that is not covered under the Terms and Conditions of the Free Warranty. Since it is past 30 days from delivery, we are unable to allow the complainant to return the engine for a refund. We would request that the complainant change out the valve cover gaskets. 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,
******* **************** Team

Customer Answer
Date: 12/20/2022
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.

Do you guys even read what I am saying? The company agreed to a refund at one point already. When we talked further on it the company stopped answering my calls and completely ignored me. I want to talk to whoever is in charge because you people dont answer the phones or just hang up on me. If you wont give me a refund, you still owe me the money for my engine that I sent back. This is ridiculous and your company should be shut down. Give me my money back for my property that I gave you. And give me the number to someone who will actually talk to me.

Regards,

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

Business Response
Date: 12/29/2022
In response to the complainants rebuttal, it was determined that the issues the complainant was having was not covered under the Terms and Conditions of the Free Warranty and since it has been past 30 days, which the complainant did agree to with the purchase of the engine, so a refund is not approved.

The complainant purchased a used engine from us 07/18/2022 and is requesting a full refund.

The complainant purchased a used engine on 07/18/2022 and the engine went out for delivery on 07/25/2022.The complainant alleges that the engine was in terrible condition and their mechanic had to put it in and take it out 3 times and replace external and internal parts. Due to this the complainant wanted to return the engine and request a refund.

The specific sections of the Terms and Conditions state as follows:
1. 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.

15. 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, we did determine that the complainants oil leak was due to a valve cover that is not covered under the Terms and Conditions of the Free Warranty. Since it is past 30 days from delivery, we are unable to allow the complainant to return the engine for a refund. We would request that the complainant change out the valve cover gaskets. 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,
******* **************** Team

Customer Answer
Date: 12/31/2022
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 many times do I have to reject the response before I get a different one or at least someone to speak with? I am owed at the very least for my engine that I sent back. You stole my money and my property. Foul company.
You keep sending the same exact response and aren't even acknowledging what I am saying within my response.

Regards,

***************************
Initial Complaint
Date:11/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Business provided an engine which was defective, containing damaged parts that required additional repairs prior to use. The oil pan and pick up tube were crushed/dented and necessitated replacement along with troubleshooting and oil changes. Company will not honor warranty request for reimbursement of the required repairs in order to honor the purchase agreement. Calls and emails go unanswered.
Business Response
Date: 11/23/2022
The complainant purchased a used engine from us on 07/29/2022 and is requesting a billing adjustment.

The complainant purchased a used engine on 07/29/2022 and it went out for delivery on 08/11/2022. The complainant alleges that the engine was defective,and the oil pan needed to be replaced.

The specific sections of the Terms and Conditions state as follows:
1: 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: https://used.*******.com/warranty.php
The complainant did file a chargeback on 11/16/2022 and we are unable to move forward until the chargeback is closed and processed.

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

Sincerely,

******* **************** Team
Initial Complaint
Date:11/05/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
6/1: ordered an engine used from this company (DBA SW Engines) through ************ after speaking with the company at large about the engine's viability and warranty. On October we began the work needed to install this motor and discovered the block was cracked and unusable. Company is refusing to honor the warranty or refund the $2000 paid. Stated part had to be installed within 10 days to activate warranty. This was not explained to me, and should not matter, as the product was unusable to begin with. Company is not assisting me, and refuses to respond to my or ****************** communication or resolve this problem. I am demanding a full refund from them .Supporting documents are in the possession of ************ and available upon request
Business Response
Date: 11/11/2022
We apologize but we are unable to find the invoice number with the information provided. Please provide your invoice number and we can then replay back with a more detailed response.
Customer Answer
Date: 11/15/2022
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.

Greetings. Company has sent a message stating they need my invoice number.

Invoice: 396220
Account name: ***********************/*****************
Invoice is under SW Engines

Any further questions please call back ************

Regards,

*************************
Business Response
Date: 11/23/2022
We do appreciate the complainant for supplying us with their invoice number and will have a response to their complainant shortly.

Tell us why here...
Customer Answer
Date: 11/29/2022
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.

Received message from company stating they have received the information requested.
Still no resolution.

Regards,

*************************
Business Response
Date: 12/02/2022
The Complainant purchased a used engine on 05/27/2022 and is requesting a full refund.

The Complainant purchased a used engine on 05/27/2022 and it shipped out on 06/15/2022.The Complainant alleges that that the engine was unusable when he tried to have the engine installed in October of 2022. After further clarification from The Complainant, he stated there was a crack under the motor mount.
The specific sections of the Terms and Conditions state as follows:
10: Engine or transmission must be installed AND warranty activated within 10 Business Days of delivery OR ALL WARRANTIES WILL VOIDED.

11: 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: https://swengines.com/warranty.php

After further review, we are unable to approve The Complainants request for a full refund as the engine was not installed within 10 days from delivery and the Free Warranty is void. The Complainant did not bring the alleged condition of the engine to us in a timely manner which needed to be within 10 days of delivery. Since this was not done, 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 Engines **************** Team
Customer Answer
Date: 12/05/2022
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.] The terms were NOT explained to me OR my mechanic when we spoke to the sales rep. ** I located SW Engines via a parts locator, this seems fraudulent

Regards,

*************************
Initial Complaint
Date:11/04/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a used engine for $3,670.00 on 12/23/21. Invoice # ******. The engine came with a "5 year or ****** mile warranty". The engine jumped time and is badly damaged. I filed the warranty request on October 19th and provided all required documents. I cannot get a reply from anyone at that company. I have emailed and called daily. The name of the manager that is supposed to be helping me is ***************.
Business Response
Date: 11/14/2022
The complainant purchased a used engine from us 12/21/2021 and is requesting a replacement.

The complainant purchased a used engine on 12/21/2021 and the engine went out for delivery on 01/14/2022.The complainant alleges that the engine had a timing issue and filed a warranty claim 11/09/2022.

The specific sections of the Terms and Conditions state as follows:
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: https://www.qualityusedengines.com/warranty.php
After review, we do not cover timing issues per the Terms and Conditions of our Free Warranty. Since the timing issue is not covered, we are not able to approve the complainants request for a replacement engine and the warranty claim 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

Customer Answer
Date: 11/15/2022
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.

Regards,

*************************
Initial Complaint
Date:11/01/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
we contacted quality used transmissions.com on Thursday 9/22/2022 and they said they had the transmission we need in stock so we fed-ex them a check in the amount $4730.00 payable to swengines. They have cashed our check and have never sent the transmission. We have called and e-mailed numerous times only to get the run around . can you please help??
Business Response
Date: 11/11/2022
The complainant purchased a used transmission from ** 09/26/2022 and is requesting a full.

The complainant purchased a used transmission on 09/26/2022 and the transmission was canceled on 11/01/2022.

After further review, we did issue a full refund to the complaint on 11/11/2022.

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: 11/14/2022
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 will be acceptable as long as we receive our refund as of today 11/14/2022 we have not i will advise you when it arrives Please type your response here.]

Regards,

*******************************
Business Response
Date: 11/23/2022
In response to the complainants rebuttal, banking institutions usually receive the funds and have them available 3-5 business days after the refund is issued.

The complainant purchased a used transmission from ** 09/26/2022 and is requesting a full.

The complainant purchased a used transmission on 09/26/2022 and the transmission was canceled on 11/01/2022.

After further review, we did issue a full refund to the complaint on 11/11/2022.

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
Initial Complaint
Date:10/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The used Cummins FLR 6 MT engine I purchased on 09/15/2017 was advertised as having 56k miles on it . The engine finally delivered on 10/27/2022 has 230k miles on it. The story their *******************************************) told me was: the engine was originally shipped from a wrecking yard in ********, ** to ******, ** then to ********, **, got put on the wrong truck shipped to ******, **. From there it was shipped via ***** to the repair shop in ********, **. I either want the engine with 56k delivered to my mechanics shop in ********, ** post haste or my money refunded & arrangements made to ship the wrong engine delivered back to Quality Used Engines at their expense. Will forward copy of their 9/20/2022 email reciept as seperate email.
Business Response
Date: 11/02/2022
The complainant purchased a used engine from ** 09/15/2022 and is requesting a full refund or a replacement engine.The complainant purchased a used engine on 09/15/2022 and the engine shipped out to the complainant on 10/25/2022. The complainant alleges that the engine we sold him had more miles on than advertised.After review, we did send out a replacement engine to the complainant on 11/01/2022. We do hope this closes the matter and please let us know if you need any further information from us.Sincerely,Quality Used Engines **************** Team
Initial Complaint
Date:10/28/2022
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 placed an order to purchase a car engine, my credit card was charged. I did not receive an invoice yet and canceled the order through their process and have not received a refund or credit from:******* ********************************************************* No one in customer service answers calls to their extension
Business Response
Date: 11/02/2022
The complainant purchased a used engine from us 10/28/2022 and is requesting a full refund.

The complainant purchased a used engine on 10/28/2022 and canceled their order on 10/28/2022.

The specific sections of the Terms and Conditions state as follows:
4. 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: https://used.*******.com/warranty.php
After review, we did issue the complainant a refund on 11/01/2022 in the amount of $1683.85. This refund reflects a 25% handling and processing fee for canceling their order. The complainant did agree to this charge per the Terms and Conditions of the Free Warranty 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 us know if you need any further information from us.
Sincerely,
******* **************** Team

Customer Answer
Date: 11/03/2022
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 called and cancelled my order shortly after I placed my order before a shipping manifest was issued or created and was not informed of a 25% cancellation fee until after I was billed and completed the invoice. Also, I DID NOT receive the reimbursement that was stated by the merchant in there reply, which should be a problem returning my money as fast as it was placed on my credit card account. Two hours between phone calls is not worth the merchant earning 25% since they did not have what I originally ordered, plus their math is wrong because they are trying to charge me for a core charge on an item I never received since the order was cancelled. *******.com I found out later has numerous complaints and customers waiting for merchandise and refunds they never received.

Regards,

*************************
Business Response
Date: 11/16/2022
In response to the complainants rebuttal, it takes between 3-5 business days for the complainants banking institution to receive the refunded amount so the complainant should have the funds by now. The complainant did agree per the Terms and Conditions that if they canceled their order a 25% handling and processing fee would be imposed on their order. The complainants request for a full refund is not approved.

The complainant purchased a used engine from us 10/28/2022 and is requesting a full refund.

The complainant purchased a used engine on 10/28/2022 and canceled their order on 10/28/2022.

The specific sections of the Terms and Conditions state as follows:
4. 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: https://used.*******.com/warranty.php
After review, we did issue the complainant a refund on 11/01/2022 in the amount of $1683.85. This refund reflects a 25% handling and processing fee for canceling their order. The complainant did agree to this charge per the Terms and Conditions of the Free Warranty 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 us know if you need any further information from us.
Sincerely,
******* **************** Team

Customer Answer
Date: 11/18/2022
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 received a partial refund of $1,683.75 which does not include thex$350 core charge that was to be refunded when I returned my old motor, however since I canceled my order the core charge should have been dropped from my overall bill and never calculated in the 25% cancelation fee. At this point I do not want to argue over the unfair cancelation fee. I do expect an additional $350 refund for the core charge.

Regards,

*************************
Initial Complaint
Date:10/28/2022
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.
I bought an engine with a 5 year parts and labor warranty. The original engine had a blown head and lasted 2 weeks. They were to be tested before sold. I had to have them send a replacement. I had a mechanic shop to put the new engine in from the automotive engine guide. The labor was 16 hours. I submitted my claim to the warranty department and they only reimbursed me for 8 1/2 hours of labor and did not pay for the parts. I should be reimbursed for the other 7 1/2 hours and parts. The invoice number is ******,
Business Response
Date: 11/02/2022
The complainant purchased a used engine from us 10/21/2021 and is requesting a full refund for labor charges.

The complainant purchased a used engine on 10/21/2021/2022 and the complainant alleges that the engine purchased arrived with a blown head and only lasted 2 weeks. We did send a replacement engine to the complainant on 03/10/2022.

The specific sections of the Terms and Conditions state as follows:
SWE 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: https://swengines.com/warranty.php
After review, per our Terms and Conditions of our Free Warranty, we did issue the complainant a refund in the amount of $425.00 which was for 8.5 hours of installation time on 07/20/2022. We also deem that the installation time should be 8.5 hours and that is the amount that we would give back and no greater number of hours. The complainants request for a total of 16 hours of installation time 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: 11/14/2022
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.
```
The book used shows that to remove and replace the engine with a long block and a/c is 16 hours which is in compliance with the terms and conditions of the warranty and used by the licensed certified mechanics at ******************************************. The 8.5 hours is not accurate and the parts total is $193. The 7.5 hours of missing labor at $50/hrs is $375. Custom Complete Auto phone number is ************ and the manager is *********************. The amount of $568 is what is due to close this matter.
```
Regards,

*********************
Initial Complaint
Date:10/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
June 16 2022 I ordered a transmission with a part and labor warranty. I was sent a faulty unit and I filed a labor claim with the company. The supervisor *************** hasn't returned any of my numerous calls or emails. Every time I call they say hold on for the transfer and then they hang up.
Business Response
Date: 11/02/2022
The complainant purchased a used transmission from us 06/16/2022 and is requesting a refund.

The complainant purchased a used transmission on 06/16/2022 and the order shipped out on 06/60/2022.The complainant alleges that the transmission purchased was faulty and they submitted a warranty claim.

After review, we did send the complainant a replacement transmission on 08/28/2022 and there has been no further communication from the complainant since the replacement transmission was sent out.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW ***************************** Team
Initial Complaint
Date:10/26/2022
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.
The company I am writing about, Quality Used Engines, is in ******, *********. In a nutshell, I have been defrauded of over $3,425 by this company. On September 15, 2022, I ordered a 2007 ***** Suburban **** Engine, 6.0 liter VIN K, 8th digit, opt LY6, from Quality Used Engines. I paid $2670 for the engine, $500 for the core charge, and $75 shipping, for a total of $3245. I have the receipt acknowledging payment. The invoice number for my order was ******. I also have email correspondence with this company and pictures of the old and stripped engine that I received from them. My order was based on a quote I received from Quality Used Engines. The quote indicated the engine had ****** miles on it and would come with a warranty of ****** miles parts and labor. I was told the engine would be on a pallet and plastic wrapped. The engine arrived on October 6. It was not wrapped in plastic, and it was on a broken pallet. It is missing everything but the block and heads. It is missing the intake, injectors, throttle body, harmonic balancer, water pump, all the electronics, spark plugs, sensors, and the power steering pump. It is ***** and appears to have been pulled from a junkyard after it was stripped of parts. I talked with the warranty department at Quality Used Engines upon arrival of the engine. They asked me to send them photos of the engine, a list of the missing parts, and the engine number. I emailed all of that to them on October 12th. I have received no response to that information. I have called their warranty department, which acknowledged receipt of my email with the requested information. I have told them that the engine is worthless and that I want a refund of my money. They have not, however, taken any corrective action. Instead, they transferred me to ***************, who is apparently the supervisor or department head for these matters. He will not answer the phone or return calls. I want a refund because i have been defrauded.
Business Response
Date: 11/14/2022
The complainant purchased a used engine from us 09/15/2022 and is requesting a refund.

The complainant purchased a used engine on 09/15/2022 and the engine went out for delivery on 10/04/2022.The complainant alleges that the engine was missing the intake, injectors,throttle body, harmonic balancer, water pump, all the electronics, spark plugs,sensors, and the power steering pump and was *****.

The specific sections of the Terms and Conditions state as follows:
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.

5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

Engines come complete, minus the ** Compressor,Starter, Alternator, and Power Steering Pump. All other parts left on the engines are for convenience purposes only.

All the Terms and Conditions of the Free Warranty are prominently listed here: *****************************************************************
After review, the bolt on items or items that are clearly stated are not covered under the Terms and Conditions of the Free Warranty. The complainants request for a full refund is not approved. We can though look to pick up the engine and then look to refund the complainant minus 25% handling and processing fee for returning the order plus shipping costs. Please let us know how you would like to proceed.

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

Customer Answer
Date: 11/18/2022

As I stated in my complaint, I do want a refund. I will accept a 25 percent handling and processing fee for the refund. Since I paid $2,670 for the engine and $500 for the core, for a total of $3,170, I will accept a refund of $2,377.50 (75 percent of what I paid). I will not pay shipping costs. Any return shipping costs should be Quality Used Engines responsibility since they sent me a defective product, as discussed below. Most businesses I deal with provide full refunds for defective products as well as pay shipping fees.

I note that Quality Used Engines response states that [w]e can though look to pick up the engine and then look to refund the complainant minus 25% handling and processing fee for returning the order plus shipping costs. I have concerns with this response and ask that the ********* Better Business Bureau assure that QUE actually does refund in accordance with what they have offered. The language that they will look to pick up the engine and then look to refund the complainant is less than straightforward and problematic given their track record. I question whether this is a firm commitment from them.

Second, and illustrating why I am concerned with the reliability of their response to the ********* BBB, the warranty language on the QUE website is misleading and deceptive. In several places, their warranty language simply indicates that they will not warrant parts other than the block, heads, pistons, crankshafts, camshafts, rockers, and oil pumps. They never state that other critical components will not be included with the engine. In fact, their definition of Engine in their warranty states that [e]verything else is left on for convenience purposes only. That language clearly indicates that an otherwise complete engine would be provided, but the warranty would extend only to the basic block, cylinder head, and internal components. Even the excerpt from their warranty policy that they cited in their response to the ********* BBB leads to the conclusion that the engine would include the essential ancillary mechanisms. That excerpt states that [e]ngines come complete, minus the ** Compressor, Starter, Alternator, and Power Steering Pump. All other parts left on the engines are for convenience purposes only. Just because they did not warrant an item does not lead to the conclusion that it was not included with the engine. The fact that they specifically listed what was not included leads to the conclusion that the other parts that make an engine functional would be included. Given this language, no reasonable person would buy an engine from them knowing it would not include the intake,injectors, throttle body, harmonic balancer, water pump, all the electronics,spark plugs, and sensors. These were all missing from the engine they delivered to me on October 6, 2022.

Third, the warranty requires that the [e]ngine or transmission must be installed AND warranty activated within 10 business days of delivery OR ALL WARRANTIES WILL VOIDED. This also plainly leads to the conclusion that a complete engine would be delivered. There is no way I could obtain all those missing parts and install them in that time-frame. I would never buy an engine with that warranty requirement knowing that it would be stripped of all of these critical components and that I would have only 10 business days in which to locate and install all of these parts and then install and check out a complete engine.
Finally, I note that the engine they sent to me was shipped from ********, *********, and not from their business location in ******,*********. Despite representations on the QUE website that [e]***** are tested, visually inspected, and cleaned, given the state that engine arrived in, and the location from which it was shipped to me, none of that reasonably could have happened. This was clearly a stripped engine pulled out of a junkyard. It was not wrapped to protect from damage as they promised it would be, and it arrived on a broken pallet.
I ask that you assure that Quality Used Engine adheres to the compromise offer they have made and that they refund no less than $2,377.50 to me. Any arrangements and expenses for return shipping should be made and incurred by QUE. Their 25 percent handling and processing fee is more than sufficient to cover shipping costs as well. QUE should not be allowed to profit from their deceptive and misleading practices.

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

Customer Answer
Date: 11/21/2022
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.

As his father in law and advisor, I am writing on behalf of ***************************, the complainant in the case mentioned in your email below. He does not consider his complaint to be resolved until and unless he receives the refund offered by Quality Used Engines in its reply to the ********* BBB.

As reflected in his statement responding to QUEs offer, while ***** indicated his willingness to compromise with QUE, he noted the less than firm commitment from QUE to actually refund his moneyeven 75 percent. Given their track record and the other complaints that the BBB has received about QUE, he does not consider this complaint resolved at this point.

******************** requests that the ********* BBB follow up with QUE to assure that they actually refund his payment as he agreed to. Until then, he does not consider this to be a closed complaint and requests that the BBB records reflect that to be the case.

Thank you,

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

Regards,

***************************
Business Response
Date: 12/05/2022
In response to the complainants rebuttal, we are unable to issue a refund as the complainant still has ownership of the engine. The complainant can reach out to our team and schedule a pickup if the option is still available and if it is picked up and returned, we then can proceed in the refund process.

The complainant purchased a used engine from us 09/15/2022 and is requesting a refund.

The complainant purchased a used engine on 09/15/2022 and the engine went out for delivery on 10/04/2022.The complainant alleges that the engine was missing the intake, injectors,throttle body, harmonic balancer, water pump, all the electronics, spark plugs,sensors, and the power steering pump and was *****.

The specific sections of the Terms and Conditions state as follows:
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.

5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

Engines come complete, minus the ** Compressor,Starter, Alternator, and Power Steering Pump. All other parts left on the engines are for convenience purposes only.

All the Terms and Conditions of the Free Warranty are prominently listed here: *****************************************************************
After review, the bolt on items or items that are clearly stated are not covered under the Terms and Conditions of the Free Warranty. The complainants request for a full refund is not approved. We can though look to pick up the engine and then look to refund the complainant minus 25% handling and processing fee for returning the order plus shipping costs. Please let us know how you would like to proceed.

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
Customer Answer
Date: 12/06/2022
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 am writing on behalf of *************************** to provide an update on his efforts to obtain a refund of his payment for an engine from Quality Used Engines. In short, QUE has done nothing to carry out its stated intention to resolve this matter as they indicated in their message to the Better Business Bureau on or about November 15, 2022. ******************** has heard nothing from them since then.

It appears that QUE is attempting to avoid responsibility for the stripped and worthless engine that he received from QUE. QUE apparently arranged with a totally different and legally separate company, DC Motors LV, LLC, to have an engine shipped to ******************** in October. It appears that DC Motors LV, LLC arranged to have the engine shipped from somewhere in or near ********, *********, arriving at Mr. ********* residence on October 15, 2022.

On November 22, 2022, ******************** received an email from *************** at DC Motors LV, LLC telling him that ***** had been asked to have the engine returned to him. He stated that I need to have this unit returned to the yard, but obviously it cannot be transported on the broken pallet. At no time did ***** indicate who he was acting on behalf of or provide his authority to have the engine shipped to him. After repeated requests, ***** finally said he was a subcontractor, but he has never identified who he is a subcontractor for.

More importantly, Mr. ********* contract is with Quality Used Engines, and they are the company that warranted the engine and offered to refund 75 percent of his purchase price. ******************** has no contract with DC Motors LV, LLC. There has been no instruction from QUE that ******************** should ship the engine to DC Motors LV, nor has there been a guarantee of any kind from QUE that if ******************** did allow the engine to be shipped to DC Motors LV that he would receive the warranted refund.

At this point, we request that you contact Quality Used Engines and ask them to certify the following in writing:
1. whether they intend to meet their warranty obligations to ********************;
2. whether they will certify in writing that DC Motors LV, LLC is their authority subcontractor for return of the engine;
3. when they will refund 75 percent of his payment to *********************
As noted earlier, ******************** will not pay for return of the engine since 25 percent of his original payment is more than sufficient to cover all shipping costs.

Thank you,

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

Regards,

***************************
Business Response
Date: 12/23/2022
In response to the complainants rebuttal, the complainant was aware of our return policy which the complainant would be responsible for all shipping costs plus a 25% handling and processing fee. This was agreed upon with the purchase of the engine. The 25% handling and processing fee is not in leu of the shipping charges that would be assessed.

The complainant purchased a used engine from us 09/15/2022 and is requesting a refund.

The complainant purchased a used engine on 09/15/2022 and the engine went out for delivery on 10/04/2022.The complainant alleges that the engine was missing the intake, injectors,throttle body, harmonic balancer, water pump, all the electronics, spark plugs,sensors, and the power steering pump and was *****.

The specific sections of the Terms and Conditions state as follows:
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.

5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

Engines come complete, minus the ** Compressor,Starter, Alternator, and Power Steering Pump. All other parts left on the engines are for convenience purposes only.

All the Terms and Conditions of the Free Warranty are prominently listed here: *****************************************************************
After review, the bolt on items or items that are clearly stated are not covered under the Terms and Conditions of the Free Warranty. The complainants request for a full refund is not approved. We can though look to pick up the engine and then look to refund the complainant minus 25% handling and processing fee for returning the order plus shipping costs. Please let us know how you would like to proceed.

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

Customer Answer
Date: 12/30/2022
Better Business Bureau:

Reference to complaint ID ********:

I reject Quality Used Engines most recent response. QUEs response is disingenuous and reflects a business model premised on deceit and misinformation. The following discussion illustrates why:
QUE refuses to acknowledge that there is a significant difference between warranting certain parts, which QUEs warranty language did, and stating that nothing else on the engine would be included, which QUEs warranty language certainly did not do. Even the excerpt from their warranty policy that they cited in their earlier response to the ********* BBB leads to the conclusion that the engine would include the essential ancillary mechanisms. That excerpt states that [e]ngines come complete, minus the ** Compressor, Starter, Alternator, and Power Steering Pump. All other parts left on the engines are for convenience purposes only. In fact, their definition of Engine in their warranty states that [e]verything else is left on for convenience purposes only. In several places, their warranty language simply indicates that they will not warrant parts other than the block, heads, pistons, crankshafts, camshafts,rockers, and oil pumps. They never state that other critical components will not be included with the engine.
The QUE warranty requires that the [e]ngine or transmission must be installed AND warranty activated within 10 business days of delivery OR ALL WARRANTIES WILL VOIDED. This also plainly leads to the conclusion that a complete engine would be delivered. There is no way I could obtain all those missing parts and install them in that timeframe. I would never buy an engine with that warranty requirement knowing that it would be stripped of all of these critical components and that I would have only 10 business days in which to locate and install all of these parts and then install and check out a complete engine.
QUE refuses to agree that even if the engine is returned, they will refund any portion of the $3,170 that I paid for it. Instead, they use vague and non-committal language: We can though look to pick up the engine and then look to refund the complainant minus 25% handling and processing fee for returning the order plus shipping costs. I dont know what look to is intended to convey, but it is certainly not language of commitment.
Today, December 30, 2022, with no prior notice to me, a truck from Pitt Ohio shipping company came to my house expecting to pick up the engine. When the driver learned I had no paperwork arranging for the engine to be picked up and no advance notice, he departed. He said he could not give me a receipt for the engine. All he had was a tracking number. I do not know why I was not notified by QUE or its subcontractor, DC Motors LV, LLC before this truck arrived. Even if the driver had been willing to take the engine, which he was not, I would have been **** to allow that to happen. I have no guarantee from QUE that they will refund any part of my payment. Given their underhanded practices, even if I had allowed it to be shipped, I have every reason to expect to be stuck with a shipping bill of unknown cost.
At this point QUE needs to understand that this is a negotiation. They have failed to adhere to their warranty and to stand behind the engine they shipped to me. Here are my demands:
1. QUE must guarantee in writing that they will refund 75 percent of my purchase price. They have known since October when the engine was delivered to me the unacceptable condition it arrived in. They have the photos of it.
2. Upon receipt of their written guarantee that they will refund 75 percent of my purchase price, I will release the engine to them.
3. QUE must agree is writing to pay the cost of return shipping. I will not do so. Any contractual arrangement between QUE and me was breached by QUE when they sent the junk engine. I have no obligation to pay the return shipping.
4. If QUE continues to quibble, obfuscate, and refuse to refund my payment, I will continue to reject its unprofessional and deceptive efforts to avoid responsibility for the junk engine they shipped to me. I will continue to urge the ********* AG and other consumer agencies to take corrective action against QUE.

Regards,

***************************
Business Response
Date: 01/11/2023
In response to the complainants rebuttal, the complainant will need to return the engine to us before we are able to process any type of refund payment. We are currently speaking with management in the complainants request to forgo shipping charges and waiting on a resolution to then relay that response to the complainant.

The complainant purchased a used engine from us 09/15/2022 and is requesting a refund.

The complainant purchased a used engine on 09/15/2022 and the engine went out for delivery on 10/04/2022.The complainant alleges that the engine was missing the intake, injectors,throttle body, harmonic balancer, water pump, all the electronics, spark plugs,sensors, and the power steering pump and was *****.

The specific sections of the Terms and Conditions state as follows:
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.

5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

Engines come complete, minus the ** Compressor,Starter, Alternator, and Power Steering Pump. All other parts left on the engines are for convenience purposes only.

All the Terms and Conditions of the Free Warranty are prominently listed here: *****************************************************************
After review, the bolt on items or items that are clearly stated are not covered under the Terms and Conditions of the Free Warranty. The complainants request for a full refund is not approved. We can though look to pick up the engine and then look to refund the complainant minus 25% handling and processing fee for returning the order plus shipping costs. Please let us know how you would like to proceed.

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

Customer Answer
Date: 01/11/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I reject Quality Used Engines response. I do note, however, that QUEs most response indicates that they are currently speaking with management in the complainants request to forgo shipping charges and waiting on a resolution to then relay that response to the complainant. If that is the case, and QUE agrees to waive charges to me for return shipping as I have specified in my previous responses, then I believe we are moving closer to a resolution. The only other expectation I would have is for QUE to agree in writing in advance that if I return the engine they sent, then I will receive a refund of 75 percent of my purchase price. I paid $2,670 for the engine and $500 for the core charge for a total of $3,179. 75 percent of that amount is $2,377.50. In summary, I will allow QUE to arrange pick up and return of the engine at QUEs expense if I receive in writing the following commitments from QUE:
1. That QUE will pay all costs of return shipping.
2. That QUE will refund $2,377.50 to me within 30 days of picking up the engine that they delivered to me.
In consideration of QUEs written agreement, I will agree to provide to the shippers arranged by QUE the exact same engine that QUE sent to me. QUE already has the photos that I took on the day the engine was delivered. They will get that same junk engine in return.
Apart from all this, other than QUE, I have never dealt with a business that refused to stand behind the product it sold to me and then to failed to commit to a full refund upon request. QUEs business model is not consumer friendly and appears to be premised on fraudulent representations and deceptive practices. QUEs most recent response is defective for the same reasons I have identified in all my previous responses and in my original complaint.
QUE still refuses to acknowledge that there is a significant difference between warranting certain parts, which QUEs warranty language did, and stating that nothing else on the engine would be included, which QUEs warranty language certainly did not do. Even the excerpt from their warranty policy that they cited in their earlier response to the ********* BBB leads to the conclusion that the engine would include the essential ancillary mechanisms. That excerpt states that [e]ngines come complete, minus the ** Compressor, ***************************** Steering Pump. All other parts left on the engines are for convenience purposes only. In fact, their definition of Engine in their warranty states that [e]verything else is left on for convenience purposes only. In several places, their warranty language simply indicates that they will not warrant parts other than the block, heads,pistons, crankshafts, camshafts, rockers, and oil pumps. They never state that other critical components will not be included with the engine.
The QUE warranty requires that the [e]ngine or transmission must be installed AND warranty activated within 10 business days of delivery OR ALL WARRANTIES WILL VOIDED. This also plainly leads to the conclusion that a complete engine would be delivered. There is no way I could obtain all those missing parts and install them in that timeframe. I would never buy an engine with that warranty requirement knowing that it would be stripped of all of these critical components and that I would have only 10 business days in which to locate and install all of these parts and then install and check out a complete engine.
At this point QUE needs to understand that this is a negotiation.They have failed to adhere to their warranty and to stand behind the engine they shipped to me. Here are my demands:
1. QUE must guarantee in writing that they will refund 75 percent of my purchase price. They have known since October when the engine was delivered to me the unacceptable condition it arrived in. They have the photos of it.
2. QUE must agree in writing to pay the cost of return shipping. I will not do so. Any contractual arrangement between QUE and me was breached by QUE when they sent the junk engine. I have no obligation to pay the return shipping.
3. Upon receipt of their written guarantee that they will refund 75 percent of my purchase price within 30 days of its shipping from my location, I will release the engine to them--but not until I receive their written guarantee. I simply do not trust QUE.
4. If QUE continues to quibble, obfuscate, and refuse to refund my payment, I will continue to reject its unprofessional and deceptive efforts to avoid responsibility for the junk engine they shipped to me. I will continue to urge the ********* AG and other consumer agencies to take corrective action against QUE.

Regards,

***************************
Business Response
Date: 01/21/2023
In response to the complainants rebuttal, we are currently waiting on a resolution with management in the complainants request to forgo shipping charges and once we obtain the resolution, we will then relay that response to the complainant.

The complainant purchased a used engine from us 09/15/2022 and is requesting a refund.

The complainant purchased a used engine on 09/15/2022 and the engine went out for delivery on 10/04/2022.The complainant alleges that the engine was missing the intake, injectors,throttle body, harmonic balancer, water pump, all the electronics, spark plugs,sensors, and the power steering pump and was *****.

The specific sections of the Terms and Conditions state as follows:
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.

5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

Engines come complete, minus the ** Compressor,Starter, Alternator, and Power Steering Pump. All other parts left on the engines are for convenience purposes only.

All the Terms and Conditions of the Free Warranty are prominently listed here: *****************************************************************
After review, the bolt on items or items that are clearly stated are not covered under the Terms and Conditions of the Free Warranty. The complainants request for a full refund is not approved. We can though look to pick up the engine and then look to refund the complainant minus 25% handling and processing fee for returning the order plus shipping costs. Please let us know how you would like to proceed.

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

Customer Answer
Date: 01/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Unfortunately, this is virtually identical to the response they sent to the ********* BBB on or about January 11, 2023. Accordingly, I reject Quality Used Engines response.

As in their previous response, QUE indicated that they are currently speaking with management in the complainants request to forgo shipping charges and waiting on a resolution to then relay that response to the complainant. That was almost two weeks ago. Given QUEs course of dealing in this entire matter, I have to question if that statement is being made in good faith. If, however, QUE actually agrees to pay for return shipping of the engine as I have specified in my previous responses,then I believe we are moving closer to a resolution. The only other expectation I would have is for QUE to agree in writing in advance that if I return the engine they sent, then I will receive a refund of 75 percent of my purchase price. I paid $2,670 for the engine and $500 for the core charge for a total of $3,179. 75 percent of that amount is $2,377.50.

In summary, I will allow QUE to arrange pick up and return of the engine at QUEs expense if I receive in writing the following commitments from QUE:

1. QUE must guarantee in writing that they will refund 75 percent of my purchase price. They have known since October when the engine was delivered to me the unacceptable condition it arrived in. They have the photos of it.
2. QUE must agree in writing to pay the cost of return shipping. I will not do so. Any contractual arrangement between QUE and me was breached by QUE when they sent the junk engine. I have no obligation to pay the return shipping.
3. Upon receipt of their written guarantee that they will refund 75 percent of my purchase price within 30 days of its shipping from my location, I will release the engine to them -but not until I receive their written guarantee. I simply do not trust QUE.

In consideration of QUEs written agreement, I will agree to provide to the shippers arranged by QUE the exact same engine that QUE sent to me. QUE already has the photos that I took on the day the engine was delivered. They will get that same junk engine in return.

Apart from all this, other than QUE, I have never dealt with a business that refused to stand behind the product it sold to me and then to failed to commit to a full refund upon request. QUEs business model is not consumer friendly and appears to be premised on fraudulent representations and deceptive practices. QUEs most recent response is defective for the same reasons I have identified in all my previous responses and in my original complaint.
QUE still refuses to acknowledge that there is a significant difference between warranting certain parts, which QUEs warranty language did, and stating that nothing else on the engine would be included, which QUEs warranty language certainly did not do. Even the excerpt from their warranty policy that they cited in their earlier response to the ********* BBB leads to the conclusion that the engine would include the essential ancillary mechanisms. That excerpt states that [e]ngines come complete, minus the ** Compressor, Starter, Alternator, and Power Steering Pump. All other parts left on the engines are for convenience purposes only. In fact, their definition of Engine in their warranty states that [e]verything else is left on for convenience purposes only. In several places, their warranty language simply indicates that they will not warrant parts other than the block, heads, pistons, crankshafts, camshafts, rockers, and oil pumps. They never state that other critical components will not be included with the engine.

The QUE warranty requires that the [e]ngine or transmission must be installed AND warranty activated within 10 business days of delivery OR ALL WARRANTIES WILL VOIDED. This also plainly leads to the conclusion that a complete engine would be delivered. There is no way I could obtain all those missing parts and install them in that timeframe. I would never buy an engine with that warranty requirement knowing that it would be stripped of all of these critical components and that I would have only 10 business days in which to locate and install all of these parts and then install and check out a complete engine.

At this point QUE needs to understand that this is a negotiation. They have failed to adhere to their warranty and to stand behind the engine they shipped to me. If QUE continues to quibble, obfuscate, and refuse to refund my payment, I will continue to reject its unprofessional and deceptive efforts to avoid responsibility for the junk engine they shipped to me. I will continue to urge the ********* AG and other consumer agencies to take corrective action against QUE.

Regards,

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

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Engine Shopper, LLC is NOT a BBB Accredited Business.