Business Profile

Used Auto Parts

Engine Shopper, LLC

Headquarters

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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

274 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:10/26/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a transmission from this company (operating as SW Transmissions) on 9/29/2022.They promised Delivery in 7 to 14 business days.I have called the company on several occasions regarding my order (Invoice # ****** from SWTransmissions.com) and they have given various excuses about the shipment. My last call on 10/24, they said they would have someone get back to me that day, but I still have not had confirmation that the part has been shipped.I do not velieve they have the part.
Business Response
Date: 11/02/2022
The complainant purchased a used engine from ** on 09/29/2022 and is requesting a refund.

The complainant purchased a used engine on 09/29/2022 and canceled their order on 10/28/2022.

The complainant did do a chargeback on 10/31/2022 which is still open. We are unable to move forward in the refund process until the chargeback is closed and finalized.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Transmissions **************** Team
Initial Complaint
Date:10/24/2022
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 bought an engine from Quality Used Engines (the company). After examining the engine while installing, the mechanic has found burnt parts on the engine and intake. The intake has been burnt and melted. After installing another intake of my own that was not originally on the engine, we proceeded with installing the engine purchased from the company. After hooking everything back up on the engine, we began adding water back into the radiator. While filling the radiator, water started pouring from the exhaust. The mechanic began running more tests and found that water was shooting out of the spark plug hole. The mechanic said that the company knowingly sent us a faulty motor that has either severely overheated or had been on fire at one point. The block and head are cracked, allowing water to flow out of the exhaust and out of the pistons. Since determining the poor quality of the engine, we have read several reviews on the company. They appear to have scammed numerous people over the years. We need help resolving this issue and getting a refund as the engine is unable to be used. We spent $2,995 on an engine that we believe the company knew was no good at the time of purchase.
Business Response
Date: 11/02/2022
The complainant purchased a used engine from ** 09/28/2022 and is requesting a refund.

The complainant purchased a used engine on 09/28/2022 and the order shipped out on 10/17/2022.The complainant alleges that the engine purchased had burnt parts and the block and heads were cracked.

After review, we did pick up the engine on 11/01/2022 and once we have it back in our procession and can inspect the purchased engine, we then can take the next steps in the refund process.

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

my fear is that Im shipping this motor back to them and Im not going to receive our full $3000 back that we paid for a motor that was no good and that had a crack block after they said they put their motor through test and make sure theyre good well thats not the case because they wouldve never left the shop and Im afraid were being taken advantage of and theres many other people that are being taken advantage of by this company and I just wanna put it on notice

Regards,

*****************************
Business Response
Date: 11/16/2022
In response to the complainants rebuttal, once we do a thorough inspection of the engine, we then can move forward with the refund process.

The complainant purchased a used engine from ** 09/28/2022 and is requesting a refund.

The complainant purchased a used engine on 09/28/2022 and the order shipped out on 10/17/2022.The complainant alleges that the engine purchased had burnt parts and the block and heads were cracked.

After review, we did pick up the engine on 11/01/2022 and once we have it back in our procession and can inspect the purchased engine, we then can take the next steps in the refund process.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Quality Used Engines **************** Team
Initial Complaint
Date:10/24/2022
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 ordered a complete motor from DC Motors in ********* earlier this year. I was replacing a motor that had a blown head gasket. I received the motor as promised. My mechanic replaced the old motor with the one I ordered from DC Motors only to discover that it too has a blown head gasket along with a faulty computer. I have correspondence from DC asking for diagnostics from a Jeep dealership. Heres the problem ( other than a faulty motor) Jeep dealerships do not do diagnostics on models older than 10 years old. My Jeep is a 2007 model. I have tried repeatedly to obtain a refund from DC Motors to no avail. The motor was ordered online through Quality Motors, but the email I have been corresponding with is DC Motors out of *********.
Business Response
Date: 10/13/2022
I'm afraid ****************** is mistaken. I do not sell parts to the public & she did not order parts from my company. I have taken no money from ****************** & she cannot prove that I did. I am a subcontractor that handles shipping and customer service. I did communicate with her about her issue, and she failed to provide the requested support documentation within the warranty timeframe.
Customer Answer
Date: 10/14/2022

Complaint: 18208612

I am rejecting this response because:
I have email proof that this is the business I have been in contact with
Sincerely,

*************************
Business Response
Date: 10/14/2022
I say again, I am a subcontractor. I did not sell anything to this person. I invite ****************** to take a look at her credit card statement from May and get in contact with the company that she purchased the unit from.
Business Response
Date: 11/14/2022
The complainant purchased a used engine from us 05/15/2022 and is requesting a full refund.

The complainant purchased a used engine on 05/15/2022 and the engine went out for delivery on 05/28/2022.The complainant alleges that the engine that was delivered had a blown head gasket.

The specific sections of the Terms and Conditions state as follows:
7: Upon submitting the Warranty Claim, you MUST submit documentation, as required during the Claim process, within 5 business days or your claim will be denied, no exceptions. Furthermore, continued operation of the vehicle after an issue has been identified will void the Warranty Claim.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.qualityusedengines.com/warranty.php
After review, we did instruct the complainant to supply us with request documentation on the blown head gasket to comply with the Terms and Conditions of our Free Warranty. The complainant has stated that they were not able to obtain the requested documents when the alleged issue occurred. We did request multiple times to supple supporting documentation for the issue and since we had not received it, we are unable to approve the warranty claim. Since the timeframe is far too great from when the issue occurred, even if the documentation was provided now, we would not be able to approve the complainants request.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Quality Used Engines **************** Team
Initial Complaint
Date:10/19/2022
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.
Purchased 14 March 2022. 31 March recd message of shipping delay. May 2022, engine finally delivered, installed and Warranty activated by ************ Care. 14 Aug 2022, engine blew. 15 Aug sent required documentation to Warranty ***** 30 August- received email that replacement engine was sent. 14 Sept- received email (still have as legal proof from Warranty ***** after I asked about the labor reimbursement. It would be reimbursed directly to me after installation and receipt of labor costs. 16 Sept, received email that supervisor cannot reach me at the phone number provided to them. Same ************** that they repeat back to you when placing the order (btw- same# since 2005).26 Sep- spoke to ***** in Warranty Escallations. She told me that the warranty link wont work because it was activated under the original engine purchased, it already active. Send her the labor invoice for installation of the replacement engine. Said she was going to lunch and to check my email after 2pm CST for the processing of my refund for the labor on the replacement engine. ***** told me that I can expect the refund of $1848.00 in 5 to 7 business days.29 Sep- spoke to Warranty **** again. ***** told me that the invoice I sent her went to her junk email- strange since we had already emailed back & forth.-Since then I have called and emailed daily. One day put on hold for 2hr, 26min, 1 sec. Ive been passed around, messages conveyed and no courtesy of a response.On their website under the Parts and Labor warranty it clearly states-Labor claims are only paid if the customer receives a replacement ******************** from QUE. (I did. They confirmed via email in writing that I would be reimbursed, supervisor ***** had me send her the labor invoice) to process my labor refund. Today is 19 Oct 2022 and still nothing. 30 Sept- emailed Warranty **** and called. NOTHING!I have called and emailed
Business Response
Date: 11/03/2022
The complainant purchased a used engine from ** on 03/14/2022 and is requesting a full refund.

The complainant purchased a used engine on 03/14/2022 and the order went out for delivery on 04/05/2022.The complainant alleges that after installation in May of 2022 the engine blew in August of 2022. We did send a replacement to the complainant on 08/30/2022. The complainant is requesting a refund for the cost of labor for the replacement engine.

After review, we would request that the complainant please submit the documentation for the labor invoice to ************************* so we then can take the next steps in the request by the complainant to be reimbursed for the labor charges.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Quality Used Engines **************** Team
Initial Complaint
Date:10/18/2022
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.
They sent me a faulty engine within 1 one I figured it out and asked for a new one 2 month to get ahold of someone was sent to a 3rd party who gave me the run around for a month finally picked up the engine didnt take pictures 24 hours later sent me a message saying it was overheated and the warranty is voided. Mind you I started the return process within 1.5 weeks its 4 months later and now they are saying voided I want my money back and thats it Ill never buy from this company again.
Business Response
Date: 10/31/2022
The complainant purchased a used engine from us 06/10/2022 and is requesting a full refund.

The complainant purchased a used engine on 06/10/2022 and the engine went out for delivery on 07/01/2022.The complainant alleges that the engine we sent them was faulty.

The specific sections of the Terms and Conditions state as follows:
Warranty DOES NOT apply to any engine damaged as a result of overheating or lack of lubrication. The warranty will be void on any engine returned with the heat tabs missing or melted out. Heat tabs will melt at 260 degrees and above.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://swengines.com/warranty.php
After review, we did make the determination that the engine was overheated, and the heat tabs were melted.Per the Terms and Conditions that the complainant agreed to, if the heat tabs were melted the Free Warranty would be void. Since the Free Warranty was void,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: 11/02/2022
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.]
this company has multiple complaints regarding this exact practice in which they void your warranty with no regard I have pictures before they took it under there care the heat tabs still in tack along with a Mechnaic shop written statement the best tabs where not melted upon removal of engine they refuse to answer any emails but respond to this BBB to save face. DO not use this company

Regards,

Taver Tor
Business Response
Date: 11/11/2022
In response to the rebuttal from the complainant, from what we are able to gather from our assessment, the heat tabs were melted in the care of the complainant so the Free Warranty is void.

The complainant purchased a used engine from us 06/10/2022 and is requesting a full refund.

The complainant purchased a used engine on 06/10/2022 and the engine went out for delivery on 07/01/2022.The complainant alleges that the engine we sent them was faulty.

The specific sections of the Terms and Conditions state as follows:
Warranty DOES NOT apply to any engine damaged as a result of overheating or lack of lubrication. The warranty will be void on any engine returned with the heat tabs missing or melted out. Heat tabs will melt at 260 degrees and above.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://swengines.com/warranty.php
After review, we did make the determination that the engine was overheated, and the heat tabs were melted. Per the Terms and Conditions that the complainant agreed to, if the heat tabs were melted the Free Warranty would be void. Since the Free Warranty was void, 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: 11/16/2022
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.]
Again all I ask for is original heat tab photos. I have 2 separate pictures two different cameras two different dates but the heat tabs look EXACTLY the same in both pictures taken by a Mechnaic.. and one by me
why is it your pictures they look different and this was after 36hours had passed with no contact from your local yard manager in *********. Lets ask the original junkyard it came from for pictures/description of engine before it was ripped and delivered. Youre saying warranty but lets have proof here. Which you cannot as well as your local junkyard manager broke your own company return rules so again this whole fiasco needs to be resolved you sent a bad engine and cant prove before pictures where I have multiple pictures and can provide written statements that my heat tabs where not melted upon removal of engine

Regards,

Taver Tor
Business Response
Date: 12/05/2022
In response to the rebuttal from the complainant, from what we can gather from our assessment, the heat tabs were melted in the care of the complainant, so the Free Warranty is void. The complainants request for a refund is not approved.

The complainant purchased a used engine from us 06/10/2022 and is requesting a full refund.

The complainant purchased a used engine on 06/10/2022 and the engine went out for delivery on 07/01/2022.The complainant alleges that the engine we sent them was faulty.

The specific sections of the Terms and Conditions state as follows:
Warranty DOES NOT apply to any engine damaged as a result of overheating or lack of lubrication. The warranty will be void on any engine returned with the heat tabs missing or melted out. Heat tabs will melt at 260 degrees and above.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://swengines.com/warranty.php
After review, we did make the determination that the engine was overheated, and the heat tabs were melted. Per the Terms and Conditions that the complainant agreed to, if the heat tabs were melted the Free Warranty would be void. Since the Free Warranty was void, 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: 12/06/2022
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.
They keep sending the same message.. at this point I have facts and they arent showing any proof to back this claim..
3 things they can do to shut me up forever
1)provide original location where this engine came from with a report on original condition.
2) pictures of original heat tabs
3) explain why 2 different pictures taken by two different cameras show the exact same object but the one taken by your local yard manager reflects a different object..
im not trying to be a pain here but show and prove as a business you should have some kinda of proof especially when dealing with objects this large. The least you can provide is the original location this engine came from and that point I can investigate further and ask the junkyard you pulled it from to full understand the original status of the engine..
please stop sending the heat tab warranty statement send facts dont hide. Be upfront

[Please type your response here.]

Regards,

Taver Tor
Business Response
Date: 12/17/2022
In response to the rebuttal from the complainant, we do not provide documentation to where the original engine came from. From what we can gather from our assessment, the heat tabs were melted in the care of the complainant, so the Free Warranty is void. The complainants request for a refund is not approved.

The complainant purchased a used engine from us 06/10/2022 and is requesting a full refund.

The complainant purchased a used engine on 06/10/2022 and the engine went out for delivery on 07/01/2022.The complainant alleges that the engine we sent them was faulty.

The specific sections of the Terms and Conditions state as follows:
Warranty DOES NOT apply to any engine damaged as a result of overheating or lack of lubrication. The warranty will be void on any engine returned with the heat tabs missing or melted out. Heat tabs will melt at 260 degrees and above.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://swengines.com/warranty.php
After review, we did make the determination that the engine was overheated, and the heat tabs were melted. Per the Terms and Conditions that the complainant agreed to, if the heat tabs were melted the Free Warranty would be void. Since the Free Warranty was void, 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
Initial Complaint
Date:10/18/2022
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 bought an engine with a warranty last Summer, it went bad. I have been trying to get a refund after four months of run around trying to get an engine replacement they kept delaying. Now I can't get a refund either, the supervisor I get transferred to never picks up, customer service hangs up on me and I'm being totally blocked out from getting my money back for an engine I don't have.
Business Response
Date: 10/31/2022
The complainant purchased a used engine from us on 02/16/2021 is requesting a refund.

The complainant purchased a used engine on 02/16/2022 and it went out for delivery on 03/01/2022. The complainant alleges that the engine went bad in the summer of 2022.

After review, we did determine to issue the complainant a full refund which did occur on 10/20/2022.

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

Sincerely,

SW Engines Service Team
Initial Complaint
Date:10/13/2022
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.
September 12th 2022. I purchased a transmission supposedly to be grade a for my **** **** explorer. Upon installing it in my vehicle I discovered that the shift linkage was bad, broken it's an internal component and I don't know what is the matter. Upon this discovery I stopped installation. Contacted the warranty department and ask them how to proceed. ****** wrote me an email mocking me saying that I needed to take pictures of the bad part. The pen is not removable on this transmission due to bolt damage. On October 7th I tried phoning to remance transmission on their toll free number. Nobody answered the phone I sent an email. Which was answered the next day and so far it is October 13th 2022 I have not heard back and I believe that my emails are being ignored. I tried phoning on seven different occasions and the phone either answers or while I'm talking that it hangs up. There is no relief. The warranty is not being honored. Or addressed. They're just hoping that I'll go away that isn't going to happen. I want the transmission either repaired or replaced. It is not in my skill set to be able to repair the internal age linkage. Also the transmission oil is brown and smells burnt this is not A grade transmission as advertised. The company refuses to talk to me and simply hangs up when I try to talk sometimes the phone doesn't even answer.
Business Response
Date: 10/27/2022
The complainant purchased a used transmission from ** 09/12/2022 and is requesting a full refund or replacement.

The complainant purchased a used transmission on 09/12/2022 and the transmission went out for delivery on 04/30/2022. The complainant alleges that the shiftlink was bad,broken and due to this, stopped installation.

The specific sections of the Terms and Conditions state as follows:
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. Diesel Engines: We do not cover injectors, high pressure oil pumps, high pressure fuel injectors or any other part which is not part of the core engine as defined above.

COVERED COMPONENTS:
Transmission:The following components of automatic or manual transmission: Torque Converter,Oil pump, Governor, Drums, Planetaries, Sun Gear & Shell, Sprags, Shafts,Bearings, Shift Rails, Forks, Synchronizers. External switches and sensors are not covered.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://used.*******.com/warranty.php
After further review, the shiftlink is a bold on item and not covered under the Terms and Conditions of the Free Warranty. We did request from the complainant to send us pictures and as the date of this response, we have not received anything. We are unable to move forward until the pictures are sent to us.

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: 10/28/2022
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 link is referred to by the business is internal to the transmission it is not an external component it is very necessary for the component to operate successfully. The linkage is not an external component and is therefore covered under the warranty. I have sent pictures to the business through email. And have just been ignored. The linkage itself attaches to the valve body. Which is an internal part. Not accessible from the outside.And transmission will have to be disassembled in order to access it including removing the valve body in the control module. The Business was supposed to send me a class A working transmission the transmission was faulty before shipping. And should not have to be repaired.. therefore I request the business to retrieve the transmission and issue me a full refund.
*********************
Business Response
Date: 11/11/2022
In response to the complainants rebuttal, we still have not yet received the requested pictures from the complainant.If they like, they are welcome to attach them to this complaint so we can move forward.

The complainant purchased a used transmission from us 09/12/2022 and is requesting a full refund or replacement.

The complainant purchased a used transmission on 09/12/2022 and the transmission went out for delivery on 04/30/2022. The complainant alleges that the shiftlink was bad,broken and due to this, stopped installation.

The specific sections of the Terms and Conditions state as follows:
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. Diesel Engines: We do not cover injectors, high pressure oil pumps, high pressure fuel injectors or any other part which is not part of the core engine as defined above.

COVERED COMPONENTS:
Transmission:The following components of automatic or manual transmission: Torque Converter,Oil pump, Governor, Drums, Planetaries, Sun Gear & Shell, Sprags, Shafts,Bearings, Shift Rails, Forks, Synchronizers. External switches and sensors are not covered.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://used.*******.com/warranty.php
After further review, the shiftlink is a bold on item and not covered under the Terms and Conditions of the Free Warranty. We did request from the complainant to send us pictures and as the date of this response, we have not received anything. We are unable to move forward until the pictures are sent to us.

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 purchased a transmission. It was supposed to be a class a working transmission.
The transmission turned out to be faulty. I reached out to the company in order to try to resolve this. He asked me to send pictures of the broken parts. Its a transmission. I am not qualified to disassemble a transmission. I do know that the linkage that controls the servo that hooks to the valve body is broken. As it does not go through the gears.I was warranted a working transmission. I am claiming implied warranty. I have emailed the company on several occasions. And have not received Hey response. I have since purchased another transmission. Which was functional from another company. I am demanding that the company retrieve their transformation. And once received they Can determine The malfunction. And they can honor their Warranty instead of making excuses on why they wont! I have tried and amical resolution and attempts to contact the company have been unsuccessful either by phone or by email. They are simply ignoring me! Therefore I demand a complete and full refund. I dont think its a good business practice to send a broken transmission to someone and then claim they dont cover it! Thank you sincerely
*********************
Business Response
Date: 11/28/2022
In response to the complainants rebuttal, we still have not yet received the requested pictures from the complainant which we did request. Since it is past 30 days, the complainant is not able to return the part for a refund. The complainants request for a refund is not approved.

The complainant purchased a used transmission from us 09/12/2022 and is requesting a full refund or replacement.

The complainant purchased a used transmission on 09/12/2022 and the transmission went out for delivery on 04/30/2022. The complainant alleges that the shiftlink was bad,broken and due to this, stopped installation.

The specific sections of the Terms and Conditions state as follows:
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. Diesel Engines: We do not cover injectors, high pressure oil pumps, high pressure fuel injectors or any other part which is not part of the core engine as defined above.

COVERED COMPONENTS:
Transmission:The following components of automatic or manual transmission: Torque Converter,Oil pump, Governor, Drums, Planetaries, Sun Gear & Shell, Sprags, Shafts,Bearings, Shift Rails, Forks, Synchronizers. External switches and sensors are not covered.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://used.*******.com/warranty.php
After further review, the shiftlink is a bold on item and not covered under the Terms and Conditions of the Free Warranty. We did request from the complainant to send us pictures and as the date of this response, we have not received anything. We are unable to move forward until the pictures are sent to us.

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: 12/02/2022
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 company offered me a class a working transmission. They did not fulfill their obligation. Otherwise a company could just send a bunch of bad transmissions and claim that its not covered under the warranty. The transmission is in operable and an estimate to fix it will be $1500. Therefore the company filled an obligation to send me a working transmission regardless of the warranty its not an operable unit. They claim that they test these transmissions. And cleaned them but apparently that wasnt done so he violated hisImplied warranty in the first place. Therefore. I reject his His conclusion that the part is not warranty does not work. It needs to be repaired. Therefore he did not send me the product that he promised. Attempts to contact and email have gone unanswered. Hes just gonna keep saying the same thing over and over and over. I think its time to take the next step maybe. Im not sure what that is yet but Ill do some research. He did not send me a working functional transmission it is broken from the beginning. It was not installed due to the fact that it was not working in the first place. Attempts to email and or call have been rejected I have not received an answer back. On how to proceed. I would gladly send them pictures but I am not disassembling the transmission in order to satisfy him at this point.And frankly I dont see what pictures are going to do transmissions can be broken without any Visible signs. I did point out that the transmission fluid was brown and burnt. But you can smell that he sent me a bad transmission from a source that he had no control over. The transmission was neither inspected nor tested like they claim.
[Please type your response h

Regards,

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

Initial Complaint

Date:10/11/2022

Type:Order 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.

date of purchase. Invoice #******. $1,745.00. This was for a cleaned and fully tested (at their facility/warehouse) The engine was a drop/shipped engine from a recycler in Alabama. I called Al yard and they do not test or clean engines.(I have the shipping label and who I spoke to). The sales/order taker also said the $ core charge was refundable with free return shipping. Not so. The engine receive is not the same model required for this car. Reaearch shows two different engines. It can be converted . But will require additional labor and materials. Trying to reach anyone at this business is next to impossible. They do not return calls and refuse to give email address or who the President or CEO is or where they can be contacted. We still have not installed this incorrect engine thus voiding their 15 day warranty period. If they would send me the correct engine with proof of testing with a new 15 day warranty and a refund of the core charge I would consider it. If not. I am requesting a full refund of $1,745.00 so I can purchase an engine from another company.

Business Response

Date: 10/31/2022

The complainant purchased a used engine from us 07/02/2022 and is requesting a full refund.

The complainant purchased a used engine on 07/02/2022 and the engine went out for delivery on 07/14/2022.The complainant alleges that the engine that was not the same engine model for their vehicle.

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.

16: OEM auto parts are interchangeable with multiple years, makes and models which means the same part is an exact fit for multiple makes and models as determined by OEM standards. We guarantee the part we sell to fit your vehicle.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://swengines.com/warranty.php
After review, we did determine that his engine will fit the complainants vehicle. We also determined that the complainant did not activate the Free Warranty, nor did they communicate to us within 10 days of delivery that they allege that the engine is not the correct engine for their vehicle. Since the Free Warranty was not activated and the communication about the alleged engine issue was not done within 10 day from delivery, the complainants request for a full refund is not approved.

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

Customer Answer

Date: 10/31/2022

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.

[Please type your response I was told upon purchase, and it is also specified in the SWEngine advertisement that the engine would be a fully pressure tested and cleaned engine with ****** miles on it. It would be shipped from their warehouse in Wi. The engine I received was not from their warehouse. It was shipped from a recycle yard in *******. (i.e. shipping label) I called **************** on the shipping label: Ace Quality Used. ******, *******, ************. (BOL #RST4911464270). *** informed me that these were engines salvaged from wrecked cars and were not tested or cleaned. Nor are they sorted by milage. The mileage on the engine **dered by SWEngines was to be dropped shipped from Ace to Me. We could not get the engine installed within the 15 day window due to weather conditions that caused power outages caused by high winds and rain (7power poles snapped off one night. I also explained to SWEngines warranty ****. That we only have 1 garage in our area. With one mechanic/owner and 1 lift. You must wait your turn for work. I spoke to their warranty **** after trying to talk to some on. Each person I talked to said they would have someone or they would call me back. Only received one call back from a lady with a foreign accent I could not understand, No one at SWEngines wanted to answer questions, I could never speak to management to resolve these issues. Only communications was email was to **** in the shipping ****. who said he did not know who the manager ,GM , ********** ** CEO was. Dead ends to all my inquires. The engine we received is still not installed because if we install and it is bad I will be faced with additional labor to remove and purchase and install another engine. I am asking for an fully tested and cleaned engine with proof of milage to install in this car. With a warrantee! or complete refund. SWEngines did not deliver what I purchased. Additional Documation will be sent asap to BBB offices to substance this claim. If not. I will file suite and also file with the State and Federal offices.

Regards,

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

Customer Answer

Date: 11/09/2022

rom: ********************************** <**********************************>
Sent: Saturday, July 2, 2022 10:34 AM
To: ******************* <*******************>
Subject: Invoice from SW Engines

Order Date: 07/02/2022
Your Invoice # is: 398125
Please complete you order. Add SHIPPING INFORMATION and SIGN your invoice HERE at this link
ORDER INFORMATION
Item(s) Ordered Used300-06246A **** Cadillac Eldorado Engine (4.6L) VIN Y (8th digit) 5 Year or 50K Mile Parts & Labor Warranty
Total Parts Cost: $1395(This charge will appear as SWE on your Bank Statement)
Warranty Cost: $0
Core Charge: $350
Tax $0.00
Shipping Cost: $0
Grand Total: $1745
(Paid by Credit Card)
Note:
BILLING INFORMATION
Billing Name: *********************
Billing Address 1: po box 1868
Billing Address 2:
Billing City: beaverdam
Billing State: **
Billing *******************************************************************************
Email: *******************
Day Phone: ************
Evening Phone:

*THE INFORMATION CONTAINED IN THIS EMAIL IS YOUR BILLING RECEIPT. YOU MAY SPECIFY SHIPPING INFORMATION WHEN YOU COMPLETE & SIGN YOUR INVOICE ONLINE USING THE LINK IN THIS EMAIL.

***PLEASE NOTE*** WARRANTY BENEFITS ARE NOT ACTIVE UNTIL CUSTOMER ACTIVATES ********************
Engine sales and warranties are limited to manufacturing defects in the block, heads, pistons, crankshafts, camshafts, rockers, and oil pumps. We do not warranty any other attached accessory parts. Part must be already installed AND extended warranty activated within 10 Business Days of delivery OR ALL WARRANTIES WILL BE VOIDED.
Due to National Supply Chain Shipping Delays, estimated delivery time is **** business days but could be longer due to uncontrollable circumstances.
All returned parts or canceled orders are subject to a 25% restocking fee plus the customer assumes all shipping costs.
OEM auto parts are interchangeable with multiple years, makes and models which means the same part is an exact fit for multiple makes and models as determined by OEM standards. We guarantee the part we sell to fit your vehicle.
We do not guarantee the appearance of the merchandise, only the performance. Surface rust is normal and does not affect the performance of the merchandise.
No Refunds will be issued due to Shipping Damage or Broken Items if not reported within 48 Hours of Delivery.
Pickups of Returns, Defective Items, and/or Cores must originate from the shipping address of the original order. No exceptions will be considered. Otherwise, refunds, returns and/or replacements will not be authorized.
Activate your warranty online HERE. *You must wait until your part is installed before you can activate your warranty. Customer has 10 business to install part and activate warranty from the day it is received from the carrier.

Business Response

Date: 11/11/2022

In response to the complainants rebuttal, since the engine was not installed within 10 days from delivery the Free Warranty is now void. We are unable to accept returned after 30 days so the request for a refund is not approved.

The complainant purchased a used engine from us 07/02/2022 and is requesting a full refund.

The complainant purchased a used engine on 07/02/2022 and the engine went out for delivery on 07/14/2022.The complainant alleges that the engine that was not the same engine model for their vehicle.

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.

16: OEM auto parts are interchangeable with multiple years, makes and models which means the same part is an exact fit for multiple makes and models as determined by OEM standards. We guarantee the part we sell to fit your vehicle.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://swengines.com/warranty.php
After review, we did determine that his engine will fit the complainants vehicle. We also determined that the complainant did not activate the Free Warranty, nor did they communicate to us within 10 days of delivery that they allege that the engine is not the correct engine for their vehicle. Since the Free Warranty was not activated and the communication about the alleged engine issue was not done within 10 day from delivery, the complainants request for a full refund is not approved.

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

Customer Answer

Date: 11/14/2022

Customer Answer

Date: 11/21/2022

As a follow up to my email reply dated 11/18/2022.

Please send me the new estimated shipping date of the replacement engine (to replace the untested or cleaned engine sent on invoice #******).

*******************;

Business Response

Date: 11/23/2022

Customer Answer

Date: 11/25/2022

As a follow up to my email reply dated 11/18/2022.

Please send me the new estimated shipping date of the replacement engine (to replace the untested or cleaned engine sent on invoice #******)

Regards,

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

Initial Complaint
Date:10/07/2022
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.
The engine was replaced in my vehicle by *********************** Services. ************* The said engine came with a warranty. No specific directions/instructions were given to me as to what MUST be done to keep the warranty valid. The engine has less than 25k miles on it, has been at ****** for almost 2yrs, and will cost me more than what I paid for the engine to "fix" it. ****** is not honoring the warranty because the company the engine came from is avoiding our calls and continuously asking for more proof and information before they will honor the warranty. The attached receipt is the ONLY documentation I was provided concerning the warranty and the purchase of the engine.
Business Response
Date: 10/21/2022
We are unable to find the complainants order. We would ask that the complainant please provide us their invoice number so we are able to provide a more detailed response to the complaints statement.
Customer Answer
Date: 10/24/2022
My invoice number is ****** and is under the name of the repair shop, ****** Collision. There have been MULTIPLE messages left for ****** and many conversations with him as well.
Business Response
Date: 11/14/2022
The complainant purchased a used engine from us 12/13/2018 and is requesting we honor the Free Warranty.

The complainant purchased a used engine on 12/13/2018 and the engine went out for delivery on 01/07/2019.The complainant alleges that the engine came with a warranty and wants us to honor the warranty as the engine had less than ****** miles on it before it had to be fixed.

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.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.gotengines.com/warranty.php
After review, the Free Warranty was activated, but it was outside of the 10 day window from delivery.Per the Terms and Conditions of the Free Warranty, if not activated within 10 days from delivery the Free Warranty is void. Since the Free Warranty is void,any past, current, or future warranty claims are void. The complainants request for us to honor the Free Warranty is not approved.

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

As can be seen from the receipt, it was indicated by the repair shop that the warranty was activated and started on 1/29/19. To my knowledge, no documentation exists that the repair shop was unable to activate the warranty. You state that the warranty was activated outside of the ******************************************************* why you would activate a warranty that would be considered null and void.

Regards,

***********************-sick
Business Response
Date: 11/23/2022
In response to the complainants rebuttal, it went out for delivery on 01/07/2022 and the complainant alleges that the Free Warranty was activated on 01/29/2019. This was beyond the 10 days from when the engine was delivered which in turn voids out the Free Warranty per its Terms and Conditions.

The complainant purchased a used engine from us 12/13/2018 and is requesting we honor the Free Warranty.

The complainant purchased a used engine on 12/13/2018 and the engine went out for delivery on 01/07/2019.The complainant alleges that the engine came with a warranty and wants us to honor the warranty as the engine had less than ****** miles on it before it had to be fixed.

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.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.gotengines.com/warranty.php
After review, the Free Warranty was activated, but it was outside of the 10 day window from delivery.Per the Terms and Conditions of the Free Warranty, if not activated within 10 days from delivery the Free Warranty is void. Since the Free Warranty is void,any past, current, or future warranty claims are void. The complainants request for us to honor the Free Warranty is not approved.

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

Customer Answer
Date: 11/26/2022
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.

Why would you activate a warranty that would be considered void? My warranty is currently activated.

Regards,

***********************-sick
Business Response
Date: 12/05/2022
In response to the complainants rebuttal, it went out for delivery on 01/07/2019 and the complainant alleges that the Free Warranty was activated on 01/29/2019. This was beyond the 10 days from when the engine was delivered which in turn voids out the Free Warranty per its Terms and Conditions. The complainants attached receipt is not readable at the resolution that it was uploaded at.

The complainant purchased a used engine from us 12/13/2018 and is requesting we honor the Free Warranty.

The complainant purchased a used engine on 12/13/2018 and the engine went out for delivery on 01/07/2019.The complainant alleges that the engine came with a warranty and wants us to honor the warranty as the engine had less than ****** miles on it before it had to be fixed.

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.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.gotengines.com/warranty.php
After review, the Free Warranty was activated, but it was outside of the 10 day window from delivery.Per the Terms and Conditions of the Free Warranty, if not activated within 10 days from delivery the Free Warranty is void. Since the Free Warranty is void,any past, current, or future warranty claims are void. The complainants request for us to honor the Free Warranty is not approved.

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

AGAIN...I DRAW YOUR ATTENTION TO YOUR WORDS - After review, the Free Warranty was activated, but it was outside of the 10 day window from delivery.
WHY WOULD YOU ACTIVATE A WARRANTY THAT WOULD ONLY BE CONSIDERED VOID IF IT EVER NEEDED TO BE HONORED?????

Regards,

***********************-sick
Business Response
Date: 12/17/2022
In response to the complainants rebuttal, it does clearly state that if the Free Warranty is not installed within 10 days it is void. Since the Free Warranty was activated by the complainant after 10 days it is void and even though it was activated, it is void due to the time that it took to get activated.

The complainant purchased a used engine from us 12/13/2018 and is requesting we honor the Free Warranty.

The complainant purchased a used engine on 12/13/2018 and the engine went out for delivery on 01/07/2019.The complainant alleges that the engine came with a warranty and wants us to honor the warranty as the engine had less than ****** miles on it before it had to be fixed.

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.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.gotengines.com/warranty.php
After review, the Free Warranty was activated, but it was outside of the 10 day window from delivery.Per the Terms and Conditions of the Free Warranty, if not activated within 10 days from delivery the Free Warranty is void. Since the Free Warranty is void,any past, current, or future warranty claims are void. The complainants request for us to honor the Free Warranty is not approved.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Got Engines **************** Team
Initial Complaint
Date:10/06/2022
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.
On August 16, 2022, I purchased a used engine for $1,670.00. I was told it had ****** miles on it and that it was being inspected (for over 2 weeks) before it would be sent out to me. I was told I would receive the engine in ***** business days which took almost 3 weeks and me calling every few days for tracking, which I never received until the day I was delivered the engine. Instructions state once engine is installed to call in and activate the warranty, which I did. I also inquired about sending my old engine back, because they said I would receive a $250.00 core back Once the engine was received. Ever since it has been installed, I can't get anybody at Quality Used Engines to speak to me about returning the engine and getting my core back. After the engine was installed, Once I drove the car, I realized the 'new' engine was worse than my old one. My car had no power at all. I had a mechanic look at my car to see what the issue was and he said I have blown head gaskets on the new engine. These folks took every ***** I had to try to fix my car and now I'm in worse shape than I was before dealing with them. My order # is ******.
Business Response
Date: 10/27/2022
The complainant purchased a used engine from ** 08/15/2022 and is requesting a refund plus core.

The complainant purchased a used engine on 08/15/2022 and the engine went out for delivery on 09/01/2022.The complainant alleges that the engine had a blown head gasket and was requesting to get credit back for their core.

After further review, we did request more information from the complainant on 09/16/2022 but we did not hear back from them. The complainant would need to file a warranty claim first then we could take the next steps in their alleged claims of a blown head gasket.

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

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***PLEASE NOTE*** WARRANTY BENEFITS ARE NOT ACTIVE UNTIL CUSTOMER ACTIVATES ********************

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Engine Shopper, LLC is NOT a BBB Accredited Business.

PLEASE NOTE WARRANTY BENEFITS ARE NOT ACTIVE UNTIL CUSTOMER ACTIVATES ********************