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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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    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 type

    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a engine 6/24, this was installed on 7/18. This came with a ****** mile/5 yr warranty The engine blew up on 9/13, Warranty claim done on 9/16. Only ********************************************** stranded. I had to pay to have this towed to the mechanic. I called SW and did a warranty claim over the phone with a link they sent 9/16, when I submitted the required information, install invoice, pic. of heat tabs, pic. of odometer reading, oil change receipt, ASE cert. shop diagnostics report. I also sent pics of the hole in the engine. I did not hear anything back, I called and emailed atleast 30 times between 9/16-10/8, received no answer from warranty or cust. service ***** I am still getting charged daily fees at the mechanic, waiting on a warranty claim resolution. SW emailed me on 11/1 asking me to resubmit my pictures and warranty claim information, which I emailed back and told them I had already done this. They also asked for the engine to be removed, drained, placed on a pallet and wrapped and to let them know when it was ready. This email is 46 days AFTER my warranty claim. This is after a towing bill and 46 total days of $50 a day storage fees, and now they are asking me to pay approx $800 to have a mechanic remove this engine to be picked up. It is now 11/14 and I have not gotten a single response back from this company. This engine is defective, I need my money back, and towing and daily storage fees for their failure to communicate. If they want the engine picked up, I feel as if they need to pay to have this removed from the vehicle as well, as it is now 59 days since my claim was originally filed. This is terrible customer service. This ******************** cost me ******* to install and lasted only 57 days. I want refunded for everything. Each time I called they pulled up my claim and said it was being investigated and they would get back to me, so they had it in their system, unsure why they emailed on 11/1 asking me to do another one.

      Business Response

      Date: 12/02/2024

      The complainant purchased a used engine on 06/24/2024 and is requesting a refund plus storage fees.

      The complainant purchased a used engine on 06/24/2024 and the engine shipped out on 07/08/2024. The Complainant alleges that the engine blew up after only driving a little over 2000 miles. The complainant did reach out to us to start the warranty claim process. The complainant alleges they called and emailed, along with submitting all the requested documents and paperwork needed for the warranty claim.

      After review, from our communication and notes on our end, we did try to reach out to the complainant to see if the engine was ready to be picked up but their voicemail was full. We never did receive the heat tab pictures which are needed for the warranty claim request as the engine was locked up. The complainant never did make the engine available for pickup and a chargeback was filed on 10/08/2024 which is still active. Until the active chargeback is processed and closed, we are unable to move forward with the return and refund process.


      Sincerely,


      SW Engines **************** Team

      Customer Answer

      Date: 12/03/2024

      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 did include pictures of the heat tabs, while I was actually on the phone with the representative.  I have also attached them here, I also was on the phone with a representative when I was asked to send a video of the engine, while attempting to start it.  Which I also did, on 9/20.  I also do not have a full voicemail box, and have NEVER had a full voicemail box.  I have received NO calls from SW Engines. I was led to believe on MULTIPLE occasions that I would have answers by the end of the day, end of the week, beginning of the week, sometimes I was calling twice a day because my car is getting $50 per day charges.  The representative informed me that if the engine was pulled without your approval, it would void the warranty, so I had to leave the vehicle set until I heard back from you all.  I did the claim on 9/16 and did not hear back until 11/1, this is $50 per day charges.  I did email back and inform you all that the engine was ready to be picked up, and I have still never received a response.  Also, the credit card dispute was closed out on 11/8/2024.  I have sent videos, pictures, all the requested information, I would just like to be refunded.  This is costing me outrageous amounts of money and I need a resolution. Please issue me my refund, as I have done everything requested of me. 

      Regards,

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

      Business Response

      Date: 12/18/2024

      In response to the complainants rebuttal, we are reviewing the submitted heat tab pictures and confirming the status of the chargeback and will follow up shortly with an additional response.

      The complainant purchased a used engine on 06/24/2024 and is requesting a refund plus storage fees.

      The complainant purchased a used engine on 06/24/2024 and the engine shipped out on 07/08/2024. The Complainant alleges that the engine blew up after only driving a little over 2000 miles. The complainant did reach out to us to start the warranty claim process. The complainant alleges they called and emailed, along with submitting all the requested documents and paperwork needed for the warranty claim.

      After review, from our communication and notes on our end, we did try to reach out to the complainant to see if the engine was ready to be picked up but their voicemail was full. We never did receive the heat tab pictures which are needed for the warranty claim request as the engine was locked up. The complainant never did make the engine available for pickup and a chargeback was filed on 10/08/2024 which is still active. Until the active chargeback is processed and closed, we are unable to move forward with the return and refund process.


      Sincerely,


      SW Engines **************** Team

      Customer Answer

      Date: 12/28/2024

      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.

      SW Engines stated they would get back to me shortly after reviewing the heat tab pictures submitted and status of the chargeback. I have not heard a word from them, and this is day 9.  I waited to hear from them so as of today,  I have confirmed the status of the chargeback from my bank ONCE AGAIN and confirmed the dispute was closed out on 11/8/2024.  I have attached pictures of my heat tabs that were submitted originally on 9/16/2024 since the company seems to be having so much trouble locating them.  These were taken while I was on the phone with a representative from SW Engines, who told me how to locate them and what to look for at the mechanics shop! I also sent a video to SW Engines WHILE ON THE PHONE with them of the engine while turning the key over, AS THE REPRESENTATIVE REQUESTED I DO.  I ALSO submitted a new warranty claim, SW Engines closed my other one out without ANY correspondence or reasons why and I was instructed to open a new claim. This was done on 12/2/2024, I sent an email to check on this on 12/17/2024 and have yet to receive any response, meanwhile my vehicle is sitting at the shop, $50 a day storage charges for a blown engine that will not work.  The company needs to reimburse my engine, and costs that I have inquired since beginning this claim on 9/16/2024. This engine had a warranty, I need them to make it right. This is terrible customer service.  

      Regards,

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

    • Initial Complaint

      Date:10/30/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Around August 18th of 2023, I ordered a used engine from this company and received it around October 25th. Around November 1st I pulled out the spark plugs to check out the internals and there was rust inside the engine. I made a warranty claim and told them that I just wanted my money back. They sent the shipping company over which was RLCarriers, and they picked up my engine and took it back. I didn't receive any of my money back after about 2 weeks, so I emailed them and they responded with "Due to unforeseen circumstances, we experienced an issue with our system which was resolved just recently. This has resulted in a delay in processing refunds, including yours." I tried to call after I received the email and a robot answered, after about 20 minutes, no one answered. I tried to dispute the claim with my credit card company multiple times and they keep denying it.

      Business Response

      Date: 11/19/2024

      The complainant purchased a used engine on 09/18/2023 and is requesting a refund.

      The complainant purchased a used engine on 09/18/2023 and the engine shipped out on 10/17/2023. The Complainant alleges that once the was inspected upon delivery the complainant pulled out the spark plugs to check out the internals and alleges there was rust on the inside. The complainant also did do a chargeback on 11/09/2023.
      The specific sections of the Terms and Conditions state as follows:
      20. Engines are tested,visually inspected and cleaned.

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

      After review, it was determined that once the chargeback was processed and closed we were determined to have won the case. When it comes to the engine, when it is cleaned, water can get down into the ports where the spark plugs sit but this does not damage or affect the engine negatively in any way.


      Sincerely,


      Quality Used Engines **************** Team

    • Initial Complaint

      Date:10/23/2024

      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.
      Originally purchased a used engine from them approximately a year ago (2/10/2023). When I received the engine - the cylinder heads were cracked. I performed a pressure test and confirmed this to be the case. I notified them of the defective parts, and they advised they would not remedy the issue, which resulted in me charging the customer an additional $2,000. Fast forward to 9/1/2024. I tried using this company a second time. It took them 2 weeks past the delivery due date to ship the engine When I received the motor, it was extremely ***** and I had to transfer parts from the old motor to remedy the issue. I ordered an engine that was supposed to be "drop in " ready. This part swap delay caused an additional 1.5 days of labor, and loss of revenue. I was advised that when I ordered the new engine, I would receive a core credit of $500 by giving them back the old engine. When I spoke with the customer service ***** I was told that it would cost them approximately $625 for them to ship back the motor. I asked them when I would receive the core credit, since it was their choice not to ship the old motor back - and I never received an answer. I have attempted to contact them 15x since, I have emailed them - and I cannot get a response. I would like to get the $500 core credit back, and someone to acknowledge my requests. The contact that I was working with was **** ***** *********************** and the phone number is ************

      Business Response

      Date: 10/29/2024


      The complainant purchased a used engine from us on 09/01/2024 and is requesting a refund in the amount of $3380.00.


      The complainant purchased a used engine on 09/01/2024 and it shipped out on 10/01/2024. The complainant alleges that the cylinder heads were cracked. The complainant stated they had reached out to us to remedy the issue. The complainant also requested a $500 core refund credit.

      After review, we request that the complainant reach out to us to schedule a pickup to send the engine back for inspection and we can review the next steps when it comes to the refund. When it comes to the core refund credit, we did send an email to the complaint in reference to this point.
      We do hope this closes the matter and please let us know if you need any further information from us.


      Sincerely,
      Engine & Transmission World Customer Service Team




    • Initial Complaint

      Date:10/22/2024

      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.
      This company is a crooked operation. I ordered an engine that never shipped I canceled the order by phone and never signed any document that said they could charge me $500 cancelation fee.This is crazy. Im pretty sure they never possessed this engine. I was on a timeline and it never shipped.They also do business in ******, ** There are many complaints in reviews but the salesperson assured me they were false. They are NOT FALSE

      Business Response

      Date: 10/29/2024



      The complainant purchased a used engine from us on 08/19/2024 and is requesting a refund for canceling order.


      The complainant purchased a used engine on 08/19/2024 and cancelled the engine on 8/29/2024.The complainant alleges that due to the engine never shipping, they cancelled the order and was charged $500.00.

      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.
      ******** usually ship within 7-14 business days.
      All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************.

      After review, we sent an email to the complainant a cancellation link and charged the processing and handling fee per the Terms and Conditions of our Free Warranty for canceling their order. The complainant was aware of the Processing and Handling fee if they cancelled the order. Also, the complainant did cancel the order within our normal shipping time lines so there was not an excessive delay getting the engine to the complaint. The complainant did file a chargeback on 08/29/2024 which has not been processed and closed so we are unable to move forward until the chargeback is closed.
      We do hope this closes the matter and please let us know if you need any further information from us.

      Sincerely,
      Remanns **************** Team




      Customer Answer

      Date: 10/30/2024

      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 never signed the cancelation authorization that allows a $500 charge.

      This is not acceptable. This company incurred no expense. The sales person told me the engine was in stock and would ship immediately since I was on a timeline. She lied.

      See the unsigned cancelation attachment.

      This is a very dishonest JUNK YARD. They have nothing remanufactured in stock. Trust me, I checked many parts under different email addresses.

      This may be run by gangsters.

      Regards,

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

    • Initial Complaint

      Date:10/22/2024

      Type:Order 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 motor from them Had a qualified shop put the motor in ..it lasted 100 mile then blew up Remanns did send me another motor to replace but I needed to pay the shop another $4000 to install the second motor and Remanns told me to file a warranty claim ..So I did they took 2 months to approve it and when I call they keep telling me its been approved and in accounting ...So Ive been waiting for my check going on 4 months and they keep giving me the run around . When the said my claim was approved

      Business Response

      Date: 11/01/2024


      The complainant purchased a used engine from us on 04/03/2024 and is requesting a refund in the amount of $4000.00.


      The complainant purchased a used engine on 04/03/2024 and it shipped out on 04/19/2024. The complainant alleges that after installation, the engine blew after only driving it 100 miles. The complainant then reached out to us to complete a warranty claim on the engine.

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


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

      After review, we did send a replacement engine to the complainant on 06/03/2024. It was determined that the heat tabs were melted and in good faith we did still send a replacement engine. Since the heat tabs were melted on the originally purchased engine, per the Terms and Conditions od the Free Warranty, we would not be able to approve a labor claim for the complainant. The requested refund for the labor claim is not approved.
      We do hope this closes the matter and please let us know if you need any further information from us.


      Sincerely,
      Remanns **************** Team

    • Initial Complaint

      Date:10/16/2024

      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.
      Oct. 3rd I ordered what I thought was a used, but good working engine with 59k miles on it from SW Engines in ******, ** for my 2015 KIA ******* which I have documentation to prove. I was charged $2850 and was told it would ship within 7-14 days. On Oct 15th I received an engine from some junkyard in ****, IN that was barley strapped to a busted pallet. After looking it over and running the vin number I found that this is a damaged non working engine from a 2012 ******* ****** and its nothing more than scrap metal with over ******* miles, broken and damage to most of it and full of sludge and metal shavings due to rod bearing failure. After going to ****** and reading reviews it seems that this is normal business practice for this company and many other people have had the same thing happen to them. Ive reached out to them to try and resolve this issue with no luck as of yet.

      Business Response

      Date: 10/29/2024


      The complainant purchased a used engine from us on 10/03/2024 and is requesting a refund in the amount of $2895.00.


      The complainant purchased a used engine on 10/03/2024 and it shipped out on 10/11/2024. The complainant alleges that the engine that was delivered was damaged and non-working,along with having over ******* miles. The complainant did reach out to us and filed a warranty claim.

      After review, the warranty claim is still being worked and once the claim has been reviewed, the complainant will be notified of the next steps.
      We do hope this closes the matter and please let us know if you need any further information from us.


      Sincerely,
      SW Engines **************** Team




      Customer Answer

      Date: 11/03/2024

      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 I stated before this is not a warranty issue, this is a s**** up plain and simple or a scam, and after reading over 70+ ****** reviews I leaning towards a scam because this is exactly what has happened to lots of other people. Ive attached photos of the quote and invoice I received stating that I was purchasing a used engine for a 2015 Kia ****** and that it states it has ****** miles on it. What I received is nothing more than scrap metal that came out of a 2012 ******* ******. After doing a vin number search I found the history of the car and this motor the last recorded mileage was over ******* documented by the dealership when the owner brought it in with engine failure. The only solution at this point is a full refund and if SW Engines wants this scrap back they can send a truck to pick it up otherwise is going to the scrap yard. 

      Regards,

      **** *****

    • Initial Complaint

      Date:10/12/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on 9-23-24 or before I ordered a transmission for my daughter's car a 2010 ***** Malibu. gave all the important information, that was asked of me. I got letters saying my order was filled, then when it arrived at the shop for installation. I got a call from ****** *****, telling me this is the wrong part, won't fit. So, i called the *** *********, Warranty Department and asked that the right part be sent, she said i had to fill out a warranty form, and i said no there is not a thing wrong with part its just not the right one. she said i still have to fill out form. I said ok and did. and called back a few days later, she said it got denided, i said what for and why, she said that because it was not there transsimason, I was Fliping Mad and yes i used profanity, and she hung up on me. I was on my brake at work, and was late back on my route, as Im a city bus driver OCTA, I called back next day was calm, and asked why again, I think it was the same CSR, and this time was told that they need an picture, Im thinking that maybe it never got sent as it was very hard to send , So i managed to send a good picture from my phone this time. and when I opened my email some time later I say the case was closed!!! OMG this company was impossable to deal with. As i have very limmiteded time on my brakes at work as it is.

      Business Response

      Date: 10/29/2024



      The complainant purchased a used transmission from us on 08/15/2024 and is requesting a refund.


      The complainant purchased a used transmission on 08/15/2024 and it shipped out on 08/23/2024.The complainant alleges that the transmission arrived was not the correct one for their vehicle. The complainant did reach out to us and filled out a warranty claim.

      After review, we did send an email to the complainant on 10/24/2024 stating that they had ordered the wrong transmission for their vehicle. We did state that they could pay the difference of $740.00 to get the exchange and we would waive the restocking fee.We have not heard back yet from the complainant on how they would like to move forward.
      We do hope this closes the matter and please let us know if you need any further information from us.

      Sincerely,
      Remanns **************** Team




      Customer Answer

      Date: 10/31/2024

      Better Business Bureau:

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

      [Please type your response here.] I was send the wrong transmission from this company, I provided then with the vin # and also told them the car was not a hybrid ,  Also I was never told about any offer to replace this transmission, I called **************** Number and told a *** ********* her that the wrong part was sent, and would not fit my car, and she told me that I need to fill out a warranty return, and i told her this was not a warranty problem, its just the worng part. She said I needed to fill this form out anyway. I said ok thats the process..? and she told me yes. So i did, I think this was about Sep 11 2024. and a few days later i did not hear back, I called, and she told me that the claim was denied, Because that was not there transmission...I was so upset that I did use F bombs, I could not believe she said that. She told me she did not have to hear that and hung up on me. I do admit i should have not used that type of language, But I could not believe that I was being accused of that!!! Why would i do this...? All i need is the right transmission sent. I did not pick the wrong part!! I believe some in taken my order might have or in the warehouse could have do this by mistake. again all i need is to receive the right part.  

      Regards,

      ***** *****

    • Initial Complaint

      Date:10/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I WOULD NOT RECOMMEND THEM I Purchase a transmission from them in March 2024 took them legit ************************************************************************************************** April. Then in August started having car issues found out it was the transmission, called them said oh you didn't fill out the warranty paperwork which i didn't know i needed to. They had me submit a claim then denied it but never said anything no email no call . I waited the 14 days they said for review and reached out with no response finally I got someone in customer service and then advice it was immediately denied. I asked to speak to a manager and was told I would be wasting my time, I still wanted to, I was placed on hold and while waiting I was hung up on. They employee very deceitful tactics save your money don't buy from them.

      Business Response

      Date: 10/23/2024

      The complainant purchased a used transmission on 03/08/2024 and is requesting a refund.

      The complainant purchased a used transmission on 03/08/2024 and the engine shipped out on 03/26/2024. The complainant alleges that the transmission was installed and in August the vehicle was having issues which was the result of the purchased transmission. The complainant filed a warranty claim on the purchased transmission.
      The specific sections of the Terms and Conditions state as follows:
      11. The part must be installed AND warranty activated within 10 Business Days of delivery or the Free Warranty shall default to a 6 ************************ Warranty from the original date of purchase and installation for engines and 3 ************************ Warranty from the original date of purchase and installation for all other purchased parts.


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

      After review, it was determined that a Free Warranty was never activated. Per the Terms and Conditions of the Free Warranty,the purchased transmission must be installed and the Free Warranty activated within 10 days from delivery, or the Free Warranty will be void. Since the Free Warranty was void, a refund request is not approved.
      We do hope this closes the matter and please let us know if you need any further information from us.


      Sincerely,


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

    • Initial Complaint

      Date:10/05/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 14, 2024, I ordered a 4L60E 4x4 transmission from Engine and Transmission World. After dealing with shipping delays, I received my transmission on September 6, 2024, and took it straight to a mechanic shop of my choice. The mechanic installed the transmission I received on 9/19/2024. While performing the maintenance that Engine and Transmission World requires before installation, and upon installing the transmission, the mechanic said that the transmission did not work. I called Engine and Transmission World on 9/19/2024 and 3-way called with the mechanic to discuss what had been found. Upon starting the claim process, they asked for some documentation of the findings and said that my documents were not good enough and that I needed to have a receipt of all the parts. After sending several documents from the mechanic and showing the receipt the mechanic gave me, they still denied my claim based on the receipt that was provided by the mechanic. After several conversations trying to get clarification, they refused to swap out the transmission which they state is tested, visually inspected and cleaned before shipping, which is not the case because the transmission does not work. They refused to swap out transmission as well as refusing to refund me my money. I have made several calls to their claim and warranty department and the woman I spoke to denied my request to speak with a manager and was extremely rude. When I asked if there was anything we could do to swap out my non-functioning transmission for a working one, they refused. I then stated that I would hate to have to get lawyers involved in this easily solvable issue to which she replied, well be waiting, and hung up the phone.I paid for a working transmission that they state will be tested, inspected and cleaned and instead they sent me a non-functioning transmission that clearly was not inspected. At this point, I do not wish to do business with them and would prefer a refund.

      Business Response

      Date: 10/23/2024

      The complainant purchased a used transmission on 08/12/2024 and is requesting a refund or exchange.

      The complainant purchased a used transmission on 08/12/2024 and the engine shipped out on 02/14/2024. The complainant alleges that the transmission did not work during installation. The complainant called us and stated a warranty claim on the purchased transmission. We did ask that the complainant please supply us with specific documents which are required when you file a warranty claim.
      The specific sections of the Terms and Conditions state as follows:
      24: We do not warranty oil leaks/damage on engines or transmissions due to non replaced seals, gaskets or filters.


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

      After review, it was determined that a transmission filter was never installed nor was there proof a transmission filter was installed. Since there was no proof or a transmission filter was installed, per the Terms and Conditions of the Free Warranty, the Free Warranty was void. Any past,current, or future warranty claims would not be approved. The request for a replacement transmission or a refund is not approved.


      Sincerely,


      Engines & Transmission World Customer Service Team

      Customer Answer

      Date: 10/28/2024

      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 warranty section that Engine and ********************** quoted in their response has nothing to do with the transmission I ordered. It states about seals being replaced. The mechanic did everything that Engine and ********************** sends out with the transmission as well as with changing the filter. After doing everything Engine and ********************** sent out to do, the transmission still does not work. I attached the receipt I got from the mechanic showing what all he did and charged me for on the initial complaint.  Engine and ********************** stated the receipt the mechanic uses is not good enough for proof. 

      Regards,

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

      Business Response

      Date: 11/11/2024

      In response to the rebuttal,we need a more formal invoice to use with the shops letterhead and service breakdown to be able to move forward with additional due diligence. This invoice has no indication on the shop and could be produced by anyone. Is the shop able to provide any indication that the work was completed by them with some sort of reference to who the shop was with contact information, mechanic,etc? Also, the delivery was made on 09/06/2024, and per the Terms and Conditions of our Free Warranty, the installation happened on 09/19/2024 which is outside of the 10-day window to have the transmission installed and Free Warranty activated.
      The Complainant purchased a used transmission on 08/12/2024 and is requesting a refund or exchange.

      Mr. ******* purchased a used transmission on 08/12/2024 and the engine shipped out on 09/03/2024.The Complainant alleges that the transmission did not work during installation. The Complainant called us and stated a warranty claim on the purchased transmission. We did ask that the complainant please supply us with specific documents which are required when you file a warranty claim.
      The specific sections of the Terms and Conditions state as follows:
      11. The part must be installed AND warranty activated within 10 Business Days of delivery or the Free Warranty shall default to a 6 ************************ Warranty from the original date of purchase and installation for engines and 3 ************************ Warranty from the original date of purchase and installation for all other purchased parts.

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


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

      After review, it was determined that a transmission filter was never installed nor was there proof a transmission filter was installed. Since there was no proof or a transmission filter was installed, per the Terms and Conditions of the Free Warranty, the Free Warranty was void. Any past, current, or future warranty claims would not be approved.The request for a replacement transmission or a refund is not approved.


      Sincerely,


      Engines & Transmission World Customer Service Team

    • Initial Complaint

      Date:10/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im reaching out to seek your assistance regarding a serious issue with a recent engine purchase that my son made. He worked extremely hard to save up for this engine, only to be met with what appears to be a defective product. The situation is very frustrating, and I believe the company has taken advantage of his hard-earned money, which is simply unacceptable.We received the engine, and prior to installation, the technician conducted a visual inspection. To our dismay, he discovered water in the intake, and the entire top end of the motor was covered in oil sludge. Ive attached photos of the engine to show the condition in which it was received. Its evident that this engine was neither inspected nor tested before being delivered, despite the company's claims.This lack of quality and care is completely unprofessional and unethical. Its infuriating to see a company operate this way, especially when dealing with hardworking individuals like my son. He put his trust and money into this product, only to be let down, and it feels as though this company is taking advantage of people.I would greatly appreciate your advice on how to move forward with this. We are seeking to hold the company accountable and pursue any legal remedies available. Please let me know if you need further information, and I look forward to hearing from you soon.Thank you for your time and consideration.

      Business Response

      Date: 10/23/2024



      The complainant purchased a used engine from us on 09/04/2024 and is requesting we send or pay for a new remanufactured engine.


      The complainant purchased a used engine on 09/04/2024 and it shipped out on 09/23/2024. The complainant alleges that there was water in the intake and the top of the motor was covered in oil sludge.

      After review, we did issue a full refund to the complainant on 10/09/2024 for the amount of $1995.00.
      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: 10/24/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ****** *****

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