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Business Profile

Used Auto Parts

Engine Shopper, LLC

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

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

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Engine Shopper, LLC has 13 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/18/2022

      Type:Delivery 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.
      Tested and Guaranteed Used Engine purchased 05-07-22 for $2095.00. They initially charged me $4190 and refunded $2095 minutes later. Invoice # ****** Tracking# ********** Order ID# ****** Received Engine 05-25-22, Installed engine within the 10 business day warranty activation period on 6-05-22, Motor had a knock and after a simple compression test it was found to have low compression in cylinders 6, 7, and 8. submitted Warranty Activation on 06-06-22 and approved. Quality Used Engines was notified the engine was bad and that I wanted to return for a full refund. Motor was picked up for return by Forward Air on 06-22-22. Tracking # ********* PO# ****** Motor was received, verified, and inspected. Approved and refund process instructed to begin on 06-30-22 **************** lines only lead you to an overseas call center and they direct you to the refund manager ****** phone # **********************. He never answers or calls back

      Business Response

      Date: 09/07/2022

      The complainant purchased a used engine from us on 05/07/2022 and is requesting a full refund.


      The complainant purchased a used engine on 05/07/2022 and the order sent out for delivery on 05/20/2022.The complainant alleges that the engine had low compression when it was being installed.

      The complainant did have the engine picked up and it was delivered back to us to inspect. After review, we are issuing a full refund to the complainant for the amount of the purchased engine.

      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:08/16/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called ******* on 12/30/2021 to inquire about an engine for my 2006 PT Cruiser. I was told that they had an engine in stock with ****** miles, the purchase price was $1670 plus $125 for shipping and the estimated delivery time would be **** business days. I made several calls because the engine was not shipped within the time frame. Per the terms and conditions, the delivery dates was between 1/10/2022 - 1/19/2022, I did not receive the engine until 2/25/2022. Due to this large delay in delivery time I was unable to have the engine installed because the shop no longer had any availability. The engine stayed in its original packing in my garage until I could install it myself. After instillation upon the first start up the engine was found to have a blown head gasket, this was determined by using a combustion leak detector. I notified ******* on May 18th by filling out and online warranty form. I received an email back from ******** asking for a diagnostic report, installation invoice, picture of heat tab and video of damaged part. I replied asking where the heat tab was located and received a picture of what the plug looked like and its location. The engine did not have a heat tab installed, per their warranty the engine was supposed to be cleaned and inspected a heat tab is installed during the inspection prior to shipment. I emailed them a picture of the location showing a heat tab was never installed. They did not respond, I followed up on 5/23, 5/25 and 5/26 I followed up again and received an email back from *************** stating we will get this processed for a pick up and return. Please have it ready on the pallet so we can get this returned for you. I emailed them back on 5/31/2022 that the engine was packaged on the pallet ready for pick up, I did not receive a response. I followed up on 6/2 and 6/6 and never received a response back from them. I did not receive the engine that I paid for. My invoice # is ******, merchant # ***************

      Business Response

      Date: 09/01/2022

      The complainant purchased a used engine from us on 12/30/2021 and is requesting a refund.


      The complainant purchased a used engine on 06/06/2022 and once installed the complainant alleges that there was a blown head gasket.

      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.

      16. We do not warranty oil leaks/damage on engines or transmissions due to non replaced seals, gaskets or filters.

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

    • Initial Complaint

      Date:08/16/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 7/21/2022 I purchased a 2014 ****** Versa Transmission. Invoice number ****** for $2270.00 This included a 12 month warranty on parts and labor. I own ***********************************************. The transmission was installed and did not run as oil just poured out of the engine. Spent ****************************************************************** an email with details on how to proceed . Never received an email, and was hung up on several times when being directed to the manager I insisted speaking to . I am requesting a refund of $2270 And $825 for labor to install the defective Transmission . Requesting a refund of $3095 total.

      Business Response

      Date: 08/25/2022

      The complainant purchased a used transmission from us on 07/25/2022 and is requesting a full refund.


      The complainant purchased a used transmission on 07/25/2022 and the order sent out for delivery on 07/29/2022. The complainant alleges that the transmission after install, did not run and as oil poured out of the engine.

      The specific sections of the Terms and Conditions state as follows:
      14: We do not warranty oil leaks/damage on engines or transmissions due to non replaced seals, gaskets or filters.

      All the Terms and Conditions of the Free Warranty are prominently listed here: https://swtransmissions.com/warranty.php
      After review, per the Terms and Conditions of the Free Warranty, we do not cover leaks. Also, due to improperly installing the transmission likely caused the leak(s). The complainant did open a chargeback with their banking institution on 08/24/2022 and we are unable to move forward until the chargeback is closed and processed.

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

    • Initial Complaint

      Date:08/15/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a used ********* with ****** miles on November 24 2021 on Invoice # ******. It finally arrived at my mechanics shop on December 28, 2021. The engine was installed 3 weeks later and started up. A slight ticking sound came from the bottom of motor.. The mechanic assumed it was just everything getting lubricated since the ticking went away after a couple of minutes. The car was driven a short distance to make sure everything was good and we thought everything was fine.After additional unrelated repairs the vehicle were completed the vehicle was ready. After a couple of days worth of driving (110 miles to be exact) the ticking noise returned but much louder than before. Vehicle was taken to a mechanic which diagnosed the ticking, to most likely be rod knock, pulled oil filter to inspect, and found it full of metal and bearing. I filed a warranty claim online but heard nothing back. On June 2, 2022 I placed a call and explained to the agent that I had filed a warranty claim the week before. I was told no record of my claim was found. i then asked to submit a warranty claim. The agent sent me an email with what information was needed. One of the requirements was a photo of the heat tabs. The mechanic did not know where they were located. After a couple of emails requesting where the heat tabs were located a basic ****** search link was sent to me. I was finally after many requests for assistance I was put in contact with a manager named *************** around June 30th. The mechanic was finally able to locate the heat tabs and take photos. These photos were sent directly to *************** on July 11, 2022. Finally on July 27 I received tracking information on the replacement motor. The replacement motor arrived on July 29, 2022.Upon inspection we found the motor to be severely weathered and dirty. In sections it was covered with caked on oil and dirt. Immediately contacted ************ and demanded a refund. I have yet to receive any satisfactory response.

      Business Response

      Date: 08/25/2022

      The complainant purchased a used engine from us on 11/04/2021 and is requesting a full refund.


      The complainant purchased a used engine on 11/04/2021 and the order sent out for delivery on 12/20/2021.The complainant alleges that the that after install, there was a slight ticking sound and after driving the vehicle around it was found to be allegedly a rod knocking. The complainant filed a warranty claim on 06/02/2022.

      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.swengines.com/warranty.php
      The complainant did not activate the Free Warranty within 10 day from delivery which in turn voided out the Free Warranty per its Terms and Conditions. On good faith we did send out a replacement engine on 07/27/2022. The complainant alleges that the replacement engine was dirty and covered in oil and requested a full refund. The complainants request for a full refund is not approved as the Free Warranty was void. Any past, current, or future warranty claim will not be 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: 08/26/2022

      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.

      *** claim that the warranty was void was never brought up before. It was brought up for the first time in their response to you. *** only thing they requested was proof that the heat tabs were intact, which I provided. This after telling them that the engine still runs. Something that would be impossible had the engine seized from high temperature. *** engine I purchased allegedly had ****** miles which I doubt considering that it failed after driving with it for less than 150 miles. *** replacement engine was in terrible condition with  over ******* miles. I would have to spend additional money repairing all the leaking gaskets and seals, heavy duty cleaning to remove the caked on dirt and oil, and if the engine turned out defective I would have no further recourse. I agreed to purchase the original engine at the offered price because of the low mileage and 5 year warranty on parts and labor. *** replacement motor's condition was unacceptable based on the original selling price. *** customer service regarding the ********************** claim has been very frustrating and comical at times. Multiple calls with messages left that are never returned by a fictional "*******************".  This has dragged on for 4 months already and now they claim the warranty is void?

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

      Business Response

      Date: 09/13/2022

      In response to the complainant rebuttal, the complainant did agree the Terms and Conditions of the Free Warranty with the purchase of the engine. The complainant also agreed to have the engine installed within 10 days of delivery or the Free Warranty would be void. We do not warranty any seals or gaskets that are not replaced which is also in the Terms and Conditions of our Free Warranty. The complainants request for a full refund is not approved.

      The complainant purchased a used engine from us on 11/04/2021 and is requesting a full refund.


      The complainant purchased a used engine on 11/04/2021 and the order sent out for delivery on 12/20/2021.The complainant alleges that the that after install, there was a slight ticking sound and after driving the vehicle around it was found to be allegedly a rod knocking. The complainant filed a warranty claim on 06/02/2022.

      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.

      16: We do not warranty oil leaks/damage on engines or transmissions due to non replaced seals, gaskets or filters.

      All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
      The complainant did not activate the Free Warranty within 10 day from delivery which in turn voided out the Free Warranty per its Terms and Conditions. On good faith we did send out a replacement engine on 07/27/2022. The complainant alleges that the replacement engine was dirty and covered in oil and requested a full refund. The complainants request for a full refund is not approved as the Free Warranty was void. Any past, current, or future warranty claim will not be 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: 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.

      I may have agreed to your terms as I am sure all your customers do, not realizing what a trap your warranty clauses are.  Now that I have read your warranty clause they are nothing more than excuses to not meet your warranty responsibilities. May I add that there is an evident pattern of this in all the complaints lodged against you.

      What do seals and gaskets have to do with this claim. They were all replaced as needed when the original motor you provided was installed and have nothing to do with the problem the motor experienced. My complaint is that the motor you sold me that I paid $3,500 for did not even last 150 miles of driving before experiencing severe knocking. That is a defective product period! You then provided me with a replacement motor that had over 3 times (*******) the mileage than the one I originally purchased and was in a despicable condition. That fact that you think that was good faith on your part is laughable. I would have never paid $3,500 for a motor with ******* miles.

      Had I received a replacement motor in similar condition and mileage as originally purchased we would not be here. You never even offered that solution.

       

       
      Regards,

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

      Business Response

      Date: 09/29/2022

      In response to the complainant rebuttal, the complainant did agree the Terms and Conditions of the Free Warranty with the purchase of the engine. The complainant also agreed to have the engine installed within 10 days of delivery or the Free Warranty would be void. Since the Free Warranty is void, the complainants request for a full refund is not approved.

      The complainant purchased a used engine from us on 11/04/2021 and is requesting a full refund.


      The complainant purchased a used engine on 11/04/2021 and the order sent out for delivery on 12/20/2021.The complainant alleges that the that after install, there was a slight ticking sound and after driving the vehicle around it was found to be allegedly a rod knocking. The complainant filed a warranty claim on 06/02/2022.

      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.

      16: We do not warranty oil leaks/damage on engines or transmissions due to non replaced seals, gaskets or filters.

      All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
      The complainant did not activate the Free Warranty within 10 day from delivery which in turn voided out the Free Warranty per its Terms and Conditions. On good faith we did send out a replacement engine on 07/27/2022. The complainant alleges that the replacement engine was dirty and covered in oil and requested a full refund. The complainants request for a full refund is not approved as the Free Warranty was void. Any past, current, or future warranty claim will not be 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: 10/03/2022

      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.

      ***ir warranty is full of deceptive traps.  I am guilty like most of not reading the fine print but no legitimate business operates this way.  I regret ever buying anything from this business.  I am sure you are well aware of all the complains received by the BBB regarding this business.  *** warranty status was not an issue, until I contacted the BBB regarding this. *** reason I am demanding a refund is simple. I was sold a motor that was stated to have almost 50K miles. *** replacement motor I was provided had almost three times the mileage at 180K. In addition the engine was in terrible condition and I did not feel it was trustworthy.  I asked for a refund since I was not provided a satisfactory replacement for the defective motor I was originally sold.  All their warranty traps simply do not apply. ***y sent me a replacement motor that was worth considerably less than the one I purchased. That is not a fair business practice.



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

    • Initial Complaint

      Date:08/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/21/22 I ordered a complete 7.3 power stroke engine from quality used engines they said it would be complete minus turbo,alternator,power steering and ac unit when I received it it had *** tumbling around in the back of the semi it was on its top,had several dents in the valve covers,broken water jacket,smashed and broken off several sencers dipstick mangled.the engine was stripped,no water pump exhaust manifolds they even took the hi pressure oil pump cover off and broke a bolt off in it.the oil pan was rusted almost clean through and they just tried covering it up with paint,this engine had been sitting outside for a while when I called them on it and showed them pictures they said they would return it and give me my money back when they received it they only gave me 2063$ out of 3670$ all I want. is the rest of my money balance of 1607$

      Business Response

      Date: 08/23/2022

      The complainant purchased a used engine from us on 06/21/2022 and is requesting a full refund.


      The complainant purchased a used engine on 06/21/2022 and the order sent out for delivery on 07/05/2022.The complainant alleges that the engine had several dents in the valve cover,broken water jacker, smash and broken sensors, and a mangled dipstick. The complainant also alleges that the engine was stripped and the water pump or exhaust manifolds and the high-pressure oil pump cover was over and broken.

      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.

      3: Engine warranties are limited to manufacturing defects in the block, heads, pistons, crankshafts, camshafts, rockers, and oil pumps. We do not warranty any attached accessory parts, such as switches,sensors, cables, electronics, belts, hoses, water pumps, manifolds, wire harnesses, valve covers, brackets, flywheel etc.

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

      All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.qualityusedengines.com/warranty.html
      After review, the items mentioned by the complainant were bolt on items or not covered under the terms and conditions of the Free Warranty. We did not find any issues with the engine and will be looking to issue a refund to the complainant minus 25% handling charge and shipping costs for returning the engine.

      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: 08/24/2022

      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 per contract the engine was supposed to be crated in a proper crate for safe travels as it shows I on business page and was just thrown on a pallet and just thrown in the back of a semi with no proper straps to secure the engine from being thrown around and it couldnt positively have *** properly because the oil pump backing plate was off and a bolt was broken so again breach of contract so a full refund is in order thanks but not satisfied 

      Regards,

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

      Business Response

      Date: 09/01/2022

      In response to the complainants rebuttal, we are not able to move forward until the chargeback is closed and processed.

      The complainant purchased a used engine from us on 05/05/2022 and is requesting a full refund.


      The complainant purchased a used engine on 05/05/2022 and the order sent out for delivery on 05/18/2022.The complainant alleges they want the core refund and that the engine we had sent them was not in working order.

      After review, the complainant did file a chargeback on 06/17/2022 which halts and progress moving forward when it comes to any refund process. Once the chargeback is closed and processed, we can look to take the next steps, whatever those might be.Initially the Free Warranty was voided due to the chargeback.

      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:08/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      An engine was purchased from SWEngines in 2020 with a 5-year warranty. Approximately 3 weeks ago a request was filed with the company. The company requested information regarding the engine. After the information was provided; SWEngines noted that a replacement (vs. reimbursement) would be provided. After waiting several days, I called to follow-up on the status of the replacement. Later an email was sent noting that the warranty replacement would not be provided. When additional information was requested, it was not sent from the company. The person who was noted as the supervisor did not answer calls nor did the parts supervisor.

      Business Response

      Date: 08/23/2022

      In response to the complainants complaint, we would ask that they please provide us with their invoice number as we are unable to find their order. Once provided with the invoice number we can look to provide a more detailed response.

      Customer Answer

      Date: 08/24/2022

      [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 invoice number requested by SWEngines is 348028. 



      Regards,

      Las *******


      Business Response

      Date: 09/01/2022

      The complainant purchased a used engine from us on 02/22/2020 and is requesting a replacement/refund.


      The complainant purchased a used engine on 02/22/2020 and the order was shipped out on 03/05/2020.The complainant alleges that in July of 2022 they filled a warranty claim and requested a refund but initially was spoken to about the possibility of an engine replacement.

      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.swengines.com/warranty.php
      After further review, we determined that the Free Warranty was never activated. Since the Free Warranty was not activated, the Free Warranty was void. Any past, current, or future warranty claims will not be approved. The complainants request for a replacement engine or 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: 09/06/2022

      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.  The warranty for the

      vehicle was activated and all procedures were followed. I personally called to ensure the warranty was activated and all the needed information was submitted. A

      representative told me the information was received and the warranty activated. An email was sent from the company indicating that the warranty was activated

      and if there were any questions, someone from the company would make contact. No one ever communicated any concerns or sent emails requesting additional

      information. The entire note about not installing and activating the warranty in 10 days prior to the 5-year activation appears to be a scam that is used to avoid

      fulfilling the warranty.

      Regards,

      Las K.

      Business Response

      Date: 09/13/2022

      In response to the complainants rebuttal, they were aware that the Free Warranty had to be activated and engine installed within 10 days or the Free Warranty would be void.Since the Free Warranty was not activated within 10 day from delivery, the Free Warranty was void. The complainants request for a refund is not approved.

      The complainant purchased a used engine from us on 02/22/2020 and is requesting a replacement/refund.


      The complainant purchased a used engine on 02/22/2020 and the order was shipped out on 03/05/2020. The complainant alleges that in July of 2022 they filled a warranty claim and requested a refund but initially was spoken to about the possibility of an engine replacement.

      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.swengines.com/warranty.php
      After further review, we determined that the Free Warranty was never activated. Since the Free Warranty was not activated, the Free Warranty was void. Any past, current, or future warranty claims will not be approved. The complainants request for a replacement engine or 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: 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.  


      Thanks for the response; the information, however, does not close the matter. A 5-year warranty was guaranteed. All procedures were properly followed, and the information was submitted within the original timeline. To ensure that the warranty was activated, a called was placed to the company to confirm. A representative noted that the warranty was active.

      In July (2022) a request was made to SWEngines for a replacement/refund. Below is the communication received:


      Hello,

      Please attach the information I asked you so that we could move forward with your request. Please submit within ***** hours. Failure to submit will void the warranty. Thank you.

      ***



      In response to the email, all the required information was sent. Confirmation for receipt of the information was given in the statement below:

      Received and already forwarded for further assistance. Thank you.

      ***



      The responses from the representative shows that the warranty was active and would be void only if the information was not sent within a specified timeframe. The information was provided within the given time and the company representative confirmed.

      After all the required information was sent, there was a delay in receiving a response on the status of a replacement. The expense for temporary travel accumulated in the meantime.Calls and emails were made to the company to see what could be done to expedite the matter. In August (2022) SWEngines noted that a replacement engine would not be provided.

      A request is being made for a full refund of the paid cost of the engine. This excludes the additional expenses incurred throughout this process. The earlier response given from SWEngines appears as an excuse to not honor the information shared during the purchase.
      Please let us know how the matter can be solved as soon as possible.

      Regards,

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

      Business Response

      Date: 09/22/2022

      In response to the complainants rebuttal, they were aware that the Free Warranty had to be activated and engine installed within 10 days or the Free Warranty would be void. This information is very clearly stated on our website and on our warranty page. Since the Free Warranty was not activated within 10 day from delivery, the Free Warranty was void. The complainants request for a refund is not approved.

      The complainant purchased a used engine from us on 02/22/2020 and is requesting a replacement/refund.


      The complainant purchased a used engine on 02/22/2020 and the order was shipped out on 03/05/2020. The complainant alleges that in July of 2022 they filled a warranty claim and requested a refund but initially was spoken to about the possibility of an engine replacement.

      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.swengines.com/warranty.php
      After further review, we determined that the Free Warranty was never activated. Since the Free Warranty was not activated, the Free Warranty was void. Any past, current, or future warranty claims will not be approved. The complainants request for a replacement engine or 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: 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. 

       

      Thanks for the response. The information, however, does not close the matter. For the company, I would like to know the reasons for requesting additional information for the engine as well as noting a timeline for submitting that information, if the warranty was void? Why ask customers to obtain and send details for a warranty that is not active?

      A 5-year warranty was guaranteed. Placing details (after the matter) or updating a website afterwards does not change the information that was provided originally.
      All procedures were properly followed, and the information was submitted within the original timeline. To ensure that the warranty was activated, a called was placed to the company to confirm. A representative noted that the warranty was active.

      In July (2022) a request was made to SWEngines for a replacement/refund. Below is the communication received:
      Hello,
       Please attach the information I asked you so that we could move forward with your request. Please submit within ***** hours. Failure to submit will void the warranty. Thank you.
       ***

      In response to the email, all the required information was sent. Confirmation for receipt of the information was given in the statement below:
      Received and already forwarded for further assistance. Thank you.
       ***

      The responses from the representative shows that the warranty was active and would be void only if the information was not sent within a specified timeframe. The information was provided within the given time and the company representative confirmed.

      After all the required information was sent, there was a delay in receiving a response on the status of a replacement. The expense for temporary travel accumulated in the meantime.Calls and emails were made to the company to see what could be done to expedite the matter. In August (2022) SWEngines noted that a replacement engine would not be provided.

      A request is being made for a full refund of the paid cost of the engine. This excludes the additional expenses incurred throughout this process. The response given from SWEngines appears as an excuse to honor the information shared during the purchase. Please let us know how the matter can be solved as soon as possible.

       

      Regards,


      LK

    • Initial Complaint

      Date:08/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Quality used engines. I purchased an engine on June 17, 2022. After I bought I didnt have any communication with them for a month. I finally got ahold of them on 7/7. According to them the carrier attempted to drop engine off on 7/18. Problem Is my mechanic never heard from them on day if drop off. So on **** I called carrier and they said they returned item. So I buy a **** engine wouldnt that entitle a signature? So now August 12 Im still getting lied to. They want 500 more dollars but still cant get ahold of the carrier. So over 2 months later no engine. This company is a fraud. I deserve this after they received my money and Now 2.5 months later still no engine or answers.

      Business Response

      Date: 08/23/2022

      The complainant purchased a used engine from us on 06/17/2022 and is requesting a full refund.


      The complainant purchased a used engine on 06/17/2022 and the order sent out for delivery on 07/06/2022.The complainant alleges that the engine was attempted to be dropped off but the mechanic never heard from the delivery driver 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.qualityusedengines.com/warranty.html
      After review, the engine was refused by the mechanic and the notes stated the mechanic said they did not know if they wanted the engine or not. The complainant did file a chargeback on 8/11/2022 which is still open and we are unable to move forward in any capacity when it comes to the refund until it is closed and processed.

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

    • Initial Complaint

      Date:08/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a used Engine and Transmission from this company. It came with a 1-year warranty. The engine and transmission were installed 07/22/2021. The transmission stopped shifting into high gear 06/23/23. I had the transmission diagnosed 06/28/2023. I filed a claim with the warranty department at Engine& Transmission World 07/01/2023. After more than 20 phone calls, I have not received any response. I mailed a demand for a response to my claim 07/27/2023. No answer email, text or phone call.The invoice # ******. This company has given me a quote for another used transmission of $1250. In addition to remove and install another transmission for $600- $700 was quoted.I use this vehicle for my job 4-5 days a week locally. The bad transmission has +/- **** miles of use.

      Business Response

      Date: 08/23/2022

      The complainant purchased a used engine and transmission from us on 09/08/2021 and is requesting a full refund.


      The complainant purchased a used engine and transmission on 03/08/2021 and the order sent out for delivery on 03/19/2021. The complainant alleges that the transmission stopped shifting in June of 2023. The complainant did file a warranty claim on the issue.

      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, the complainant did not have the transmission installed within the 10-day window from delivery which in turn, voided out the Free Warranty. Any past, current,or future warranty claims 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:07/27/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased an engine from Seller on 06/21/2022. Delivered on 7/5/2022 damaged contacted seller. They send you to a warranty department that can not help. Called the sales department after 2 and 1/2 hours on hold finally got their customer service guy at ******************** to schedule a return shipping pick up on 7/12/2022 BOL # RST491145559. I was told I would have a refund within 5 days of the return which should take 4-5 days. It is now 7/27/2022 and I have received nothing. when I call they hang up on me. they transfer me to warranty and warranty states they can do nothing. They do not have an address on line you have to call them the shipper they used hung up on me and said not their problem. I paid ******** on 6/21/2022. They have now had my money for ******************************* refund. This company's customer service and ********************** are a lie and you can not get any help.

      Business Response

      Date: 08/05/2022

      The complainant purchased a used engine from us on 06/18/2022 and is requesting a full refund.


      The complainant purchased a used engine on 06/18/2022 and the order sent out for delivery on 06/29/2022. The complainant alleges that the engine was damaged and wanted the engine returned.

      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.

      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://engine-transmission.com/warranty.php
      We did inspect the returned engine and determined that the oil filter was dented, and pully was damaged.These items are not covered under the Terms and Conditions of the Free Warranty. The complainant did agree to these terms when they purchased the engine. We will be looking to issue a refund to the complainant minus the 25%handling and processing fee for returning their order 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,
      Used Engines & ***************************** Team

      Customer Answer

      Date: 08/07/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      THis engine was damaged in shipping by the sellers shipper.  When I called for a replacement I was told they didnt have anymore and they would issue a full refund.  Which I would have 5-7 days after my item was returned.  I do not accept this solution.  STAND BEHIND YOUR SHIpper AND PRODUCT *** DO THE RIGHT THING! 

      Regards,

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

      Business Response

      Date: 08/22/2022

      In response to the complainants rebuttal, the items that were allegedly damaged were not covered under the Terms and Conditions of the Free Warranty and could have been replaced from parts on the prior engine. The complainant did agree to this term and condition when they purchased the used engine. When they returned the order,they also were aware of the 25% handling and processing fee plus shipping costs for returned ordered. Since the complainant did return the order their request for a full refund is not approved.

      The complainant purchased a used engine from us on 06/18/2022 and is requesting a full refund.


      The complainant purchased a used engine on 06/18/2022 and the order sent out for delivery on 06/29/2022. The complainant alleges that the engine was damaged and wanted the engine returned.

      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.

      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://engine-transmission.com/warranty.php
      We did inspect the returned engine and determined that the oil filter was dented, and pully was damaged. These items are not covered under the Terms and Conditions of the Free Warranty. The complainant did agree to these terms when they purchased the engine. We will be looking to issue a refund to the complainant minus the 25%handling and processing fee for returning their order 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,
      Used Engines & ***************************** Team

      Customer Answer

      Date: 08/24/2022

      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 Phoned the company and they said they would send me a new engine. They then put me on hold. After ten minutes they came back and said they did not have an other engine. They would process the return label. I also asked if we purchased the damaged parts could we be reimbursed they said no. After agreeing to the return I asked if I would get all my money back and was told yes it would take 5-7 days. The engine took longer to get to me than that so i said do you have to get the engine back or just have it received by the shipper. I was told they would have to get it back. Never was i told the engine would need to be inspected and I would not get all of my money back when the damage was incurred before I even received the engine. I believe this company keeps sending broken engines out to keep a portion of the sale. I should have been told during the return conversation that I would have to pay a 25% restocking fee and keeping the engine would be cheaper. The man at EXT **** was not forth coming and this company uses a faulty contract. I was fully aware that the engine after putting it in would not be warrantied for these parts. I believed that was because the company could not tell if my mechanic did the damage, but this engine was received damaged we never took it off the pallet. This damage is not my fault and if the engine was not damaged we would have keep it. We have now been without a vehicle for months and no money to purchase a new one. I still have received nothing from this company. I am being forced to seek legal action. How the BBB can allow this company to continue these illegal scams are unbelievable.
      Regards,

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

      Business Response

      Date: 09/01/2022

      In response to the complainants rebuttal, the items that were allegedly damaged were not covered under the Terms and Conditions of the Free Warranty and could have been replaced from parts on the prior engine. The complainant did agree to this term and condition when they purchased the used engine. When they returned the order, they also were aware of the 25% handling and processing fee plus shipping costs for returned ordered and it is clearly stated on our website under our warranty page. Since the complainant did return the order their request for a full refund is not approved.

      The complainant purchased a used engine from us on 06/18/2022 and is requesting a full refund.


      The complainant purchased a used engine on 06/18/2022 and the order sent out for delivery on 06/29/2022. The complainant alleges that the engine was damaged and wanted the engine returned.

      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.

      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://engine-transmission.com/warranty.php
      We did inspect the returned engine and determined that the oil filter was dented, and pully was damaged. These items are not covered under the Terms and Conditions of the Free Warranty. The complainant did agree to these terms when they purchased the engine. We will be looking to issue a refund to the complainant minus the 25%handling and processing fee for returning their order 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,
      Used Engines & ***************************** Team

      Customer Answer

      Date: 09/06/2022

      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.type your response here.]

      No your warranty does not state if your shipper damages the goods the buyer is liable  

      also when talking to you on the phone about the return you never stated this policy  I also asked if I would get a full refund and was told Yes!

       


      Regards,

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

    • Initial Complaint

      Date:07/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a 4.6 liter engine from SW Engines on 6/24. I waited for two weeks to hear from them and then sent them an email inquiry about the order. I called on 7/13 to again inquire about the order. The woman on the phone told me that the engine was in the warehouse in a crate and would be shipped out by Friday, 7/15. I received no notice about the shipment and then on Monday, 7/18, I received a call from some man who told me he was in the junkyard to pull my engine and did I want the 4.0 liter engine or the 4.6 liter engine. I called the woman at SW Engines and sent the attached request for a refund of my payment. To date they have not refunded my money.

      Business Response

      Date: 08/03/2022

      The complainant purchased a used engine from us on 06/24/2022 and is requesting a full refund.


      The complainant purchased a used engine on 06/24/2022 and the order was canceled on 07/18/2022.The complainant alleges that they spoke to an individual who called them about the engine which resulted in the complainant requesting the cancel.

      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
      Since the complainant canceled their order, per the Terms and Conditions of the Free Warranty, the complainant would be subject to a 25% handling and processing fee. With the purchase of the engine the complainant did agree to this term. The complainant will be issued a refund minus 25% for the handling and processing fee for canceling their order.

      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: 08/03/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [Please type your response here.]

      Regards,

      *********************** I KEPT IN CONSTANT COMMUNICATION WITH YOUR COMPANY..i HAD TO CALL YOU AND GET UPSET BECAUSE i HAVE A CUSTOMER TO ANSWER TO,  at ONE POINT i KEPT BEING TOLD FROM YOUR SHIPPING **** THAT THE ENGINE HAD BEEN TESTED, AND WAS ON A PELLET, EVERY **** I CALLED I WAS PROMISED A TRACKING AND VERIFICATION NUMBER THAT DAY THE NEXT DAY AND NOTHING , then i HAVE A GENTLEMAN FROM A WRECKING YARD IN ********* ** CALL ME ON FRIDAY WANTING MORE INFORMATION FROM ME ON MY VEHICLE , APPARENTLY HE HAD ONE OUT BUT NOT THE SPECIFIC SIZE REQUESTED FOR THIS VEHICLE, AND I EXPLAINED TO HIM THAT i HAD BEEN TOLD THAT THE ***** WAS ON A CRATE AWAITING TO BE SHIPPED AND HE SAID THAT THEY SHOULDN'T OF HAVE SAID SO. , i HAD MENTIONED TO SHIPPING THAT BECAUSE OF THE **** IT WAS TAKING THEM TO GET THEIR STORY STRAIGHT, AND ITS GETTING CLOSE TO A MONTH THAT i WAS PROMISED 7 TO 14 DAYS NOT 30 DAYS, THEN THEY CLAIM 25% CONVENIENTLY BECAUSE THEY HAVE YOUR MONEY... THIS IS A SCAM IF YOU ASK ME, i WANTED AN ENGINE IN THE **** THEY PROMISED, i SENT THEM THE FULL PAYMENT THEN THEY CANT PRODUCE AN ENGINE GOT ALL KIND OF EXCUSES AND HAVE TO PAY FOR WHAT... SO THEY CAN CONTINUE TO RIP OFF OTHER INNOCENT

      Business Response

      Date: 08/14/2022

      In response to the complainants rebuttal, we do state that normal shipping times are 714 business days but due to possible unusual circumstances it could be longer. The complainant also agreed to the Terms and Conditions of the Free Warranty that if they cancel, they would be assessed a 25% handling and processing fee. Since the complainant canceled their order, they were subject to the 25% handling and processing fee. The complainants request for a full refund is not approved.

      The complainant purchased a used engine from us on 06/24/2022 and is requesting a full refund.


      The complainant purchased a used engine on 06/24/2022 and the order was canceled on 07/18/2022.The complainant alleges that they spoke to an individual who called them about the engine which resulted in the complainant requesting the cancel.

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

      8: Usual delivery time is about **** working days but due to some unusual circumstances please allow additional time.

      All the Terms and Conditions of the Free Warranty are prominently listed here: https://www.swengines.com/warranty.php
      Since the complainant canceled their order, per the Terms and Conditions of the Free Warranty, the complainant would be subject to a 25% handling and processing fee. With the purchase of the engine the complainant did agree to this term. The complainant will be issued a refund minus 25% for the handling and processing fee for canceling their order.

      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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