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:09/07/2022
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.
I Purchased a engine on 1/21/2022 for $3495.00 that was delivered on 2/11/2022 to ************************ in ***********, ********, for installation which was $1885.19 which was completed on 5/11/2022. Attached is a copy of the Invoice for the engine & work order showing the work performed by ************************, Once the engine was installed, it was tested and failed to perform satisfactorily. The oil pressure to properly operate the engine could not be maintained. The oil pan was removed and significant metal parts were found in the system. In short, the engine did not perform as guaranteed by them. They refuse to honor their 5-Year/50,000 miles ************* guarantee. They would not return calls or emails and was tough getting ahold of them and also hung up me several times. Finally was able to get ahold of ****** which was the only person that they said I could speak to about he issue and stated since engine was not installed within 10 days warranty voided. The engine supposedly had ***** miles on it and the repair shop stated it look like it had over ****** on it, they was very busy and I was in no hurry so they put it into their schedule. They feel that they sold me a JUNK engine and now refuse to honor your 5-Year/50,000 miles ************* guarantee. I feel that I am entitled to a replacement engine that functions properly or refund for engine and a check for $1,855.19, which covers the total work performed by ************************ for the installation of the engine that did not perform as guaranteed. I can not afford to pay for another used engine and labor for replacement again. Any assistance would be very much appreciated as the vehicle is still at the ****** center.
Business Response
Date: 09/16/2022
The complainant purchased a used engine from us on 01/21/2022 is requesting refund or replacement engine.

The complainant purchased a used engine on 01/21/2022 and it went out for delivery on 02/08/2022/2022. The complainant alleges that the engine was installed on 05/11/2022 and once installed it would not maintain oil pressure and there was mental parts found in the system.

The specific sections of the Terms and Conditions state as follows:
11. 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://used.***********/warranty.php
After review, the since the complainant did not install the engine within 10 days from delivery, the Free Warranty was void. Since the Free Warranty was void,any past, current, or future warranty claim will not be approved. The complainants request for a refund is not approved. Since the replacement engine was delivered in February, it has been longer than 6 months from the delivery date and a replacement engine is not approved as well.

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

Sincerely,

******* Service Team
Customer Answer
Date: 09/26/2022
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.
The company has sold me a defective product. It does not matter whether it was installed in 2 days or 1 month. The engine they provided was obviously defective. They mislead and take advantage of customer since they want the ******************** installed in 10 day. I have no control of this as I hired a mechanic to do the **** I can't control there time line as they were working on different projects when the Engine arrived. This s is an absolute racket and I have no more customer buy there products.

Regards,

*************************
Business Response
Date: 10/10/2022
The complainant did agree to have the engine installed within 10 days of delivery or the Free Warranty would be void per the Terms and Conditions of the Free Warranty.The complainant agreed to these terms with the purchase of the engine. Since the engine was not installed within ************************************************************** a replacement is not approved.

The complainant purchased a used engine from us on 01/21/2022 is requesting refund or replacement engine.

The complainant purchased a used engine on 01/21/2022 and it went out for delivery on 02/08/2022/2022. The complainant alleges that the engine was installed on 05/11/2022 and once installed it would not maintain oil pressure and there were metal parts found in the system.

The specific sections of the Terms and Conditions state as follows:
11. 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://used.***********/warranty.php
After review, the since the complainant did not install the engine within 10 days from delivery, the Free Warranty was void. Since the Free Warranty was void,any past, current, or future warranty claim will not be approved. The complainants request for a refund is not approved. Since the replacement engine was delivered in February, it has been longer than 6 months from the delivery date and a replacement engine is not approved as well.

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

Sincerely,

******* Service Team
Initial Complaint
Date:09/06/2022
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 ordered a rebuilt engine for my daughter's car. Back in april/may and was having it delivered to my husband's work to save on shipping. (Shipping was free if shipped to a business). After months of waiting I learned that the engine had been "delivered" with no notification. My husband went to get it and learned THAT SWengines gave their driver the wrong contact info so when he attempted to contact me, contacted someone that knew nothing of this and so they shipped my engine back to the warehouse. My husband contacted them to tell them what had happened and instead of waiting months again he asked for a refund. They agreed. I paid almost **** for an engine I never received and they refunded only 500. Now I'm out an engine for my daughter's car AND out **** dollars. They refuse to return my calls. Or give any resolution to this, only claiming they kept the money for shipping. Shipping that was supposed to be free one way and was only incurred the other direction because of their mistake. This isn't just a couple hundred bucks. They ripped off an already struggling family.
Business Response
Date: 09/19/2022
The complainant purchased a used engine from us on 05/09/2022 is requesting refund.

The complainant purchased a used engine on 05/09/2022 and it went out for delivery on 05/27/2022. The complainant alleges that the engine was delivered to the wrong contact info and the engine was returned.

The specific sections of the Terms and Conditions state as follows:
5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
After reviewing the notes from the driver delivering the engine, the notes stated that the order was canceled, and the engine was returned. Since the engine was returned by the individual who was to be in contact of the engine, a refund was given but minus 25% plus shipping costs. The complainants request for a full refund is not approved.

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

Sincerely,

SW Engines Service Team
Customer Answer
Date: 09/20/2022
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.

[Please type your response here.]
The engine would not have been returned had it not been the mistake of the business. The mistake being the business's then then business needs to fix this. I didn't give you the wrong contact information. No one tried to reach me before returning the engine. On op of this, my husband spoke with a manager who offered to send the engine back out and when my husband refused, the manager stated we would receive a full refund because it was not our mistake but yours.
Regards,

***************************
Initial Complaint
Date:09/01/2022
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 purchased a used engine with low mileage and suppose to be in new like condition on 1/10/22. We did not receive the engine for several weeks. The engine was installed once received by S.T.M service center. Once installed the mechanic turned on our truck and immediately the engine threw a rod. We took video of this and forwarded it to the warranty department at ************************************* World. Since we had just received this engine and put no miles on it, we asked that we either be refunded or sent a replacement. The warranty department did an investigation and we were told we would be sent a replacement as they found the error in their engine. As we waited for our replacement I made several phone calls and emails to the warranty department for updates. I was finally told that our case was closed and I would need to speak to a supervisor. After speaking with the supervisor, he informed me that our case was closed due to the motor sitting longer than 30 days pending installment, which was incorrect. I have photos, video and invoice that show I am due a refund and everything on our end was done within a timely manner. I was unable to upload video. Please let me know if you would like me to email it.
Business Response
Date: 09/13/2022
The complainant purchased a used engine from us on 01/10/2022 and is requesting a full refund.

The complainant purchased a used engine on 01/10/2022 and it was shipped out on 01/27/2022. The complainant alleges that the engine once installed, threw a rod. The complainant did then requested a refund.

The specific sections of the Terms and Conditions state as follows:
11. 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.engineandtransmissionworld.com/warranty.php
After review, since the complainant did not install the engine within 10 days from delivery, per the Terms and Conditions of the Free Warranty, the Free Warranty was void. Since the Free Warranty was void any past, current, or future warranty claim will not be approved. 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,
Engine & Transmission ********************** Team
Initial Complaint
Date:08/31/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
An engine was ordered from SWEngines in 2020. The 5-year warranty was also activated. Upon filling a request for a replacement and sending over proper documents, the company will not honor the policy. The supervisor continues to transfer calls to a parts manager who does not answer the phone.
Business Response
Date: 09/01/2022

This complainant already has an active BBB complainant in Complainant ID ********. This complainant should be closed.
Customer Answer
Date: 09/01/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** .
The current complaint was forwarded to the BBB from an earlier submitted complaint when we were unsure of the business location. If all the information can be combined into one complaint that will be fine.

Thanks,

Las *******
Initial Complaint
Date:08/30/2022
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.
In May of 2022 I ordered a 2012 Jeep Wrangler engine from this company. Invoice # ******. Upon receiving this engine that was supposed to have been tested and cleaned, it arrived with and oil cooler leak and pools of oil everywhere. I had to pay an additional $600 to get this issue fixed and the company thinks it is not their issue to reimburse me for it.
Business Response
Date: 09/01/2022
The complainant purchased a used engine from us on 04/21/2022 is requesting an adjustment for repair in the amount of $600.00.

The complainant purchased a used engine on 04/21/2022 and it went out for delivery on 05/12/2022. The complainant alleges that once the engine arrived that the oil cooler was leaking.

The specific sections of the Terms and Conditions state as follows:
1: The engine warranty covers block, heads, and all internals. Bolt-on accessories, wiring and sensors are not warranted.

2: 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://engine-transmission.com/warranty.php
After review, the oil cooler is not covered under the Terms and Conditions of the Free Warranty as the oil cooler is a bolt on item. Since the oil cooler is a bolt on item, we do not approve the complainants request for a $600.00 adjustment.

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

Sincerely,

Used Engines & Transmissions **************** Team
Customer Answer
Date: 09/01/2022
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 purchased an engine that shouldnt HAVE to have any additional work done. In order to use the engine I bought I had to pay an additional $600 on top of what I paid the company for what was supposed to be a working motor. This isnt a warranty matter, its a matter of me receiving a faulty product to begin with.

Regards,

*****************
Business Response
Date: 09/16/2022
The engines we sell are not drop in and do require additional work to be done. The items the complainant allege were bad on the engine were bolt on parts and could have been used from the previous engine. The complainants request for an adjustment is not approved.

The complainant purchased a used engine from us on 04/21/2022 is requesting an adjustment for repair in the amount of $600.00.

The complainant purchased a used engine on 04/21/2022 and it went out for delivery on 05/12/2022. The complainant alleges that once the engine arrived that the oil cooler was leaking.

The specific sections of the Terms and Conditions state as follows:
1: The engine warranty covers block, heads, and all internals. Bolt-on accessories, wiring and sensors are not warranted.

2: 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://engine-transmission.com/warranty.php
After review, the oil cooler is not covered under the Terms and Conditions of the Free Warranty as the oil cooler is a bolt on item. Since the oil cooler is a bolt on item, we do not approve the complainants request for a $600.00 adjustment.

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

Sincerely,

Used Engines & Transmissions **************** Team
Initial Complaint
Date:08/30/2022
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.
4/20/2022 $1,970.00 QualityUsedEngines.com Invoice# ****** The purchase was made for a good and useable engine as stated in their agreement. The engine I finally received over 6 weeks later was completely un-useable with visible water and corrosion damage. I took pictures of the water in the engine, the **************** around the headers and sent it via email to the vendor along with a request for a complete refund. Their service department advised me via email on 5/26/2022 that my request for a complete refund would be processed and could take **** business days. After 2 weeks time, I didnt receive my refund and their **************** **********************, ****** was not returning my calls. (Sanchos number is: 414-435-23276)On 6/20/2022, I filed a dispute with my credit card ******* **************** advising that I have returned the defective and damaged product for a complete refund but have not received a refund from QualityUsedEngines.com On 8/29/2022, QualityUsedEngines.com provided me with a partial refund of $777.50. I am requesting a full refund of $1,970.00 as this company failed to provide me with a good and useable engine as a part of their agreement with me. The refund amount I am requesting from QualityUsedEngines.com $1,182.50.Thank you in advance for your help.Best Regards,******************* ************
Business Response
Date: 09/01/2022
The complainant purchased a used engine from us on 04/20/2022 and is requesting a refund.

The complainant purchased a used engine on 04/20/2022 and it went out for delivery on 05/18/2022.The complainant alleges that the engine that was delivered had water in the engine and showed visible corrosion damage and returned the engine.

The specific sections of the Terms and Conditions state as follows:
5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
After further review, it was determined that the water was from the steaming cleaning of the and we found no issues with the engine. The complainant filed a chargeback on 06/20/2022 with their banking institution and once processed it was found to be in favor of us. A refund was given to the complainant minus 25% for handling and processing fee plus shipping costs. The complainants request for a full refund was 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: 09/02/2022
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.

Thank you for the update Ms. ******************************************** the vendor's specific terms and conditions, section 20 states: Engines are tested, visually inspected and cleaned.

The engine I received was not visually inspected, was not cleaned as they stated and had visual rust, corrosion and visible water damage as you can see in the pictures I included with my complaint. So according to their terms, they did not comply with section 20. The damage was so visible that the auto repair shop, ***** Quality Autocare, advised not to install this unusable engine and advised me to return the unusable product. Please see the attached written statement from the owner of ***** Quality Autocare on the condition of the engine upon receiving it.

QualityUsedEngines is also untruthful in saying that they steam cleaned the engine when the included statement from the owner of ***** Quality Autocare states that this engine was not cleaned.

So my request for a full refund ($1,182.50) is based upon the vendor not abiding by Section 20, not visually inspecting the engine and not cleaning it before sending me a damaged and unusable product. If the engine was in useable condition, then I would have used it in my vehicle.

The vendor also states that only a partial chargeback was given to me by my credit card company and that the chargeback complaint was complete. That chargeback complaint is still open with my credit company as I have filed a response disputing their claims of the 25% restock and shipping fees based upon the vendor violating section 20 of their own terms and conditions. I dont understand how the vendor can restock an unusable engine or how I can accept a visually damaged and unusable engine.

I respectfully again request that the vendor provide me a full refund of $1,182.50 based upon their non-compliance with Section 20.

Thanks again,
*******************
************

Business Response
Date: 09/13/2022
In response to the complainants rebuttal, since they filled is still open we are not able to fully move forward until that is closed.

The complainant purchased a used engine from us on 04/20/2022 and is requesting a refund.

The complainant purchased a used engine on 04/20/2022 and it went out for delivery on 05/18/2022.The complainant alleges that the engine that was delivered had water in the engine and showed visible corrosion damage and returned the engine.

The specific sections of the Terms and Conditions state as follows:
5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
After further review, it was determined that the water was from the steaming cleaning of the and we found no issues with the engine. The complainant filed a chargeback on 06/20/2022 with their banking institution and once processed it was found to be in favor of us. A refund was given to the complainant minus 25% for handling and processing fee plus shipping costs. The complainants request for a full refund was 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: 09/14/2022
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 vendor's response is the same response they gave initially.
As I stated, QualityUsedEngines did not comply with Section 20 of their agreement to provide an "Engines are tested, visually inspected and cleaned". I have provided proof in pictures of an engine that had obvious and visible corrosion, rust and water inside the engine.
I have attached 2 written statements previously from my repair shot outlining the unuseable state of the engine and the obvious truth that the engine was not cleaned and had been sitting outside and uncovered for a period of time. So much time that you can clearly see the green residue collected on to of the engine cylinders.
I, again request that the vendor provide me a full refund of in the amount of $1,182.50.
My dispute with the this vendor is currently re-opened with my credit card company and they are looking into this obvious case of deceit. This vendor even told my credit card company that I did not request a refund which I have email proof and have provided that proof. I included the email chain where I requested a full refund and received a response that my refund would be provided.
In summary, they are in violation of their own guidelines (Section 20) and owe me a refund.

Regards,

*******************
Business Response
Date: 09/23/2022
In response to the complainants rebuttal, since it was found after inspection that the engine had no issues, the complainants request for a full refund is not approved. If the chargeback is reopened we are not able to move forward with the complainants request until the resolution process is completed.

The complainant purchased a used engine from us on 04/20/2022 and is requesting a refund.

The complainant purchased a used engine on 04/20/2022 and it went out for delivery on 05/18/2022.The complainant alleges that the engine that was delivered had water in the engine and showed visible corrosion damage and returned the engine.

The specific sections of the Terms and Conditions state as follows:
5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
After further review, it was determined that the water was from the steaming cleaning of the and we found no issues with the engine. The complainant filed a chargeback on 06/20/2022 with their banking institution and once processed it was found to be in favor of us. A refund was given to the complainant minus 25% for handling and processing fee plus shipping costs. The complainants request for a full refund was 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: 09/26/2022
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.

The Vendor has clearly violated Section 20 of their terms and conditions that state: Engines are tested, visually inspected and cleaned. The engine I finally received over 6 weeks later was completely un-useable with visible water, rust and corrosion damage. I took pictures of the water in the engine, the corrosion & rust around the headers and sent it via email to the vendor along with a request for a complete refund. Their service department advised me via email on 5/26/2022 that my request for a complete refund would be processed and could take **** business days. After 2 weeks time, I didnt receive my refund and their **************** **********************, ****** was not returning my calls. (Sanchos number is: 414-435-23276)
I have also provided written proof from the car service company, ***** Quality Auto, that the engine showed very visible signs of rust, water and corrosion damage as well as green residue collecting on top of the engine head that indicates the engine was left outside for a substantial period of time.
The Vendor states that the engine was inspected and tested, but has provided no proof of such occurrence.
I still respectfully request a full refund for a visibly damaged and un-useable product. If a full refund is granted, then I will drop my request with my credit card to re-open my dispute with the Vendor.

Regards,

*******************
Initial Complaint
Date:08/29/2022
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.
We purchased a used engine from Quality Used Engines and we were not able to install for 60 days. As a result they refused to make it right and replace or refund when the engine did not work. When the engine arrived, parts were broken off that we had to replace with new. No care was taken to insure we received a good product. The order was placed on April 6 and did not arrive until May 31st. after being promised in **** days. We are a small business and we have limited space, unfortunately, we don't have enough racks to install parts immediately upon delivery especially since we don't know when to expect delivery. I realize they have a loop hole in their sales contract, but any good, honorable business would have a heart and make it right this one time. Since they didn't honor their time promise, why is it that they can hold me to a time frame when they don't honor their own? We bought an engine from them before and it arrived when it should and worked fine. In addition, I filed my claim on August 1st and didn't get a ruling until August 26th. That entire time my rack remained tied up with a car that has no working engine.
Business Response
Date: 09/01/2022
The complainant purchased a used engine from us on 05/12/2022 and is requesting a refund.

The complainant purchased a used engine on 05/12/2022 and it went out for delivery on 05/31/2022. The complainant alleges that the engine arrived with parts broken off and had to replacement with new parts and stated the engine did not work and wanted a replacement or refund.

The specific sections of the Terms and Conditions state as follows:
11. 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://used.***********/warranty.php
After further review, due to not installing the engine within 10 business days, per the Terms and Conditions of the Free Warranty, the Free Warranty is void. Since the Free Warranty was void, any past, current, or future warranty claims will not be approved. The complainants request for a refund or replacement is not approved. Due to the time frame from when the order was delivered and the engine installed, we are also not picking up the engine from the complainant.

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:08/29/2022
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.
Purchased engine for $**** that says 5 yr 50K mile warranty. Took 10 days to ship and didnt arrive in WA until Mid January 2021. The shop installed the engine but couldnt get it to run as it has low compression in 3 cylinders. I tried to get a new engine sent and the shop wanted more money to keep working on car. I then couldnt afford to pay the shop as I spent most of the money on the engine so the shop stopped working on the car and I had to get the car towed home. Now Im out **** with a bad engine and no car to drive. I tried to resolve it by email but they asked for invoice and pictures of tabs that they cant tell me where they are located and the engine was caked in mud and dirty the engine looks like it sat outside in weather.
Business Response
Date: 09/01/2022
The complainant purchased a used engine from us on 12/16/2020 and is requesting a refund or replacement.

The complainant purchased a used engine on 12/16/2020 and it went out for delivery on 12/30/2020.The complainant alleges that the engine would not run and had low compression in 3 cylinders. The complainant did file a warranty claim.

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://used.***********/warranty.php
After further review, the complainant failed to submit the requested paperwork within 5 days from when they filed the warranty claim request. Since the complainant failed to send in the documents within the 5-day window, the warranty claim was denied. Since the claim was denied the complainants request for a replacement or a refund is not approved.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Used ******* **************** Team
Initial Complaint
Date:08/25/2022
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 ordered a fully mechanical engine and I received a semi mechanical engine and in turn I reported to swengines and let them know it was the wrong engine I never took the engine off of the pallet that they shipped it on and returned it the same way it was received. I contacted the warranty department and they sent me a partial refund mind you I paid $10795.00 and received a refund of $5096.25 how and the world are they going to try to take $5000.00 from me when it was there fault I keep calling and all I get is the runaround the keep transferring to the refund department and no one ever pick up the phone.
Business Response
Date: 09/01/2022
The complainant purchased a used engine from us on 06/06/2022 and is requesting a refund.

The complainant purchased a used engine on 06/06/2022 and the order was shipped out on 06/26/2022.The complainant alleges that the engine shipped to them was not the correct engine for their vehicle.

The specific sections of the Terms and Conditions state as follows:
5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
After further review,we determined that the engine was the correct engine for their vehicle and the complainant did not want the engine. Since the complainant returned the engine that had no issues and was the correct engine for their vehicle, they were issues a refund minus 25% handling and processing fee plus shipping costs. The complainants request for a full refund is not approved.

We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** Team
Initial Complaint
Date:08/23/2022
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 an engine from SWEngines and quickly realized it was not as advertised. You can look at all the reviews on yelp and see Im not alone on this. However, after reaching out to this company for a refund they decided to only give me a partial refund of $1085.75 when I paid $1445. I have attempted to contact them numerous times without any success. Ive been transferred to numbers that dont exist and transferred to managers that never answer or return my calls. I was shorted $359.25 dollars without any reason why. This is completely criminal and I refuse to let them rob me of a full refund when they promised a tested engine and did not deliver.
Business Response
Date: 09/01/2022
The complainant purchased a used engine from us on 08/16/2022 and is requesting a full refund.

The complainant purchased a used engine on 08/16/2022 and the order was canceled on 08/17/2022.

The specific sections of the Terms and Conditions state as follows:
5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.

All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
The complainant was issued a refund minus the 25% handling and process fee for canceling their order. The complainant was aware of the cancellation fee when they placed their initial order. 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

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Engine Shopper, LLC is NOT a BBB Accredited Business.