Business Profile

Used Auto Parts

Engine Shopper, LLC

Headquarters

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:04/09/2024
Type:Sales and Advertising Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an engine from this company in Nov 2023 the engine per there advertising is supposed to be pressure tested they claim " to pressure test all there engines " anyway was supposed to be to me within 5 days so i had the install set up for the following week , it took over 3 weeks to get the engine , the engine was received from another engine reseller in ******* so there is no way these guys "pressure tested " this motor, at this point my installer is mad as now he didn't have any work for the schedule he had for me so i got pushed till Feb for the install, anyway install happens and the motor has a blown head so i reach out to these guys , not once not twice not three times but 5 times and still i get zero response , I paid these guys $5300 for this useless motor and they refuse to communicate with me much less get me a replacement motor
Business Response
Date: 04/18/2024
The complainant purchased a used engine on 11/04/2023 and is requesting a refund.

The complainant purchased a used engine on 11/04/2023 and it went out for delivery on 11/24/2023. The complainant alleges that the engine had a blown head when they went to have it installed.

After review, we do see no communication from the complainant on our end but we would ask that the complainant please have the engine available to pickup and reach out once ready, to have the engine picked up. The complainant has 10 business days from 4/22/2024 to have the engine picked up to then be returned to us for inspection and a refund will be handled per the Terms and Conditions of our Free Warranty.

Sincerely,

SW Engines **************** Team
Initial Complaint
Date:04/03/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction:Engine Purchase: 7 Sep 2021 Warranty Covered Repair: 2 April 2024 Amount of money I paid business:Paid SWEngines $4,445.00 Paid to Auto Repair Facility for covered warranty item (engine internal part & labor): $2,976.14.Seeking Reimbursement of $2,976.14.SWEngines committed to provide me: 5 yr ****** miles warranted used engine. Their website clearly an unambiguously states the engine warranty covers all internals. Timing chain is an internal.Nature of dispute: SWEngines voided claim because agent confused external engine component timing belt with internal engine component timing chain. Has SWEngines tried to resolve the problem: No, to date SWEngines has not responded to my requests.Account/order/tracking number: ****** Where is warranty advertised / stipulated:a.Purchase email dated 7 September 2021 states: Used 300-10513 2015 Audi Q5 Engine 2.0L (turbo) VIN F (5th digit engine ID CPM, ******************** ID CPMA) 5yr or 50K Miles ************** and b.******************************************************************* Basically, I seek reimbursement of the repair cost I incurred ($2,976.14) pursuant to the merchants own warranty terms that all internals of the engine are covered. A timing chain is an internal component.
Business Response
Date: 04/22/2024
The complainant purchased a used engine and is requesting a full refund for repair costs/labor claim.

The complainant purchased a used engine on 09/07/201 and the engine shipped out on 09/29/2021. The complainant alleges that on 04/02/2024 a warranty claim was filed for a labor claim to replace the timing chain.
The specific sections of the Terms and Conditions state as follows:
The engine warranty covers block, heads, and all internals. Bolt-on accessories, wiring and sensors are not warranted.
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.

Exclusions:

Breakdown or failure means total inoperable. It does not mean a decrease or gradual reduction in the parts performance due to normal or abnormal wear and tear.

Breakdowns caused by excessive wear and tear for the year and mileage of vehicle are not covered under this contract.

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

After review, we did let the complainant know that the timing chain is not covered under the Terms and Conditions of the Free Warranty as it is a wear and tear item. The complainants request for a labor claim refund for this item is not approved.

Sincerely,

SW Engines **************** Team
Customer Answer
Date: 04/23/2024
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 .
Please see attached letter to WI AG. It addresses this merchants false claims that the timing chain is an accessory. The timing chain is an integral internal engine component.
Regards,

***********************
Initial Complaint
Date:04/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was advertised a used engine on their website, and when I made the purchase, they sent me a transmission cover. When I called them to rectify the situation, they told me that I ordered the wrong part and that there is nothing they can do for me to get my money back. I tried disputing the charge with my bank, and they were unable to get my money back from Southwest Engines.
Business Response
Date: 04/22/2024
The complainant purchased a used engine and is requesting a refund.

The complainant purchased a used engine on 12/29/2023 and the engine shipped out on 01/09/2024. The complainant alleges that a transmission cover was shipped to them and not the engine.

After review, it was determined that the complainant ordered a electric hybrid engine and not the standard gas only powered engine. The purchase is currently in a chargeback status. If the customer would like the correct ********************, they would need to pay a difference of $2,715.00.

Sincerely,

SW Engines **************** Team
Initial Complaint
Date:03/25/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Made a purchase with a 5 year warranty. The engine failed and I submitted a warranty claim for the engine and labor. They refuse to pay me for my labor warranty claim and sent an engine with absolutely no information. They refuse to provide an owner or presidents name or contact information or just send me my labor refund. This is the scammiest company o have ever dealt with. They owe me $1200!
Business Response
Date: 04/15/2024
The complainant purchased a used engine and is requesting a refund.

The complainant purchased a used engine on and on 10/02/2020 it shipped out on 10/16/2020. The complainant alleges that the purchased engine failed and they submitted a warranty claime for the engine and labor.
The specific sections of the Terms and Conditions state as follows:
SWE will reimburse the repairer up to $50.00 per hour for the repair of a part or assembly. These charges shall not exceed (a) 100% of the part price as indicated on your original invoice, and (b) applicable numbers of hours derived from labor allowances from nationally recognized labor time allowance manuals.

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, it was determined we sent a replacement engine to the complainant on 10/19/2023 and we did also pay for 11 hours of labor at $50.00 an hour per the Terms and Conditions of the Free Warranty. It was also determined that the heat tabs were melted but we still in good faith covered the labor and sent a replacement engine. The complianants request for an additional refund is not approved.

Sincerely,

SW Engines **************** Team
Initial Complaint
Date:03/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an engine from SW engines, it was delivered in a timely manner but after it was installed, the mechanic said it has no oil pressure, I sent in the warranty information and they sent me another engine, They aren't willing to pay for second installation, I already paid $2945.75 for the 1st install, and now the mechanic needs to install the replacement engine and it is going to cost another $2945.75 to install it, I want to get my money back for the 1st installation of the bad engine, Not including all the gaskets, oils, and coolants I have to purchase a second time. I spent $2020.00 for the engine and $2945.75 to the auto repair business( Richies auto repair)The invoice # is ****** Please help me get my $ back.
Business Response
Date: 04/15/2024
Hello,

Thank you for providing the invoice number, let us research and put together our response to your complaint.

Thank you.
Initial Complaint
Date:03/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 2020 $4,400 A remanufactured engine that came with a 5 year warranty They advertise this warranty on their website and they also provide terms and conditions and what could possibly void the warranty. I had this motor professionally installed at a car dealership. Everything seemed to be ok. ***** miles later coolant started leaking into the cylinder heads and now the engine needs to be replaced again. I called to file a warranty claim and the lady that I spoke with had a very heavy accent and was difficult to understand. She kept talking over me and explained that I was supposed to fill out some form and activate the warranty. I explained to her that I never received anything like that from them to fill out and I asked her that since they don't explain that on their website then could she show me where they sent it to me and she got fed up and hung up on me. I would like BBB to assist me with getting this company to fulfill what the promise to their customers on their website and honor the warranty. I read over their exclusions and limitations and I have met everything they list so I should more than qualify for the claim
Business Response
Date: 04/15/2024
The complainant purchased a used engine and is requesting replacement.

The complainant purchased a used engine on and on 03/03/2022 it shipped out on 03/10/2022. The complainant alleges that after ***** miles, coolant started to leak into the cylinder heads and rendered the engine needing to be replaced. The complianant did reach out to us to file a warranty claim and we did state to the complainant they had to activate the warranty first.
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 Month ****************** Warranty from the original date of purchase and installation for engines and 3 Month ****************** 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 the complainant did not activate the Free Warranty within 10 days of delivery, per the Terms and Conditions of the Free Warranty. Since the Free Warranty was not activated,and past, current, or future warranty claims will not be approved. The complainants request for a replacement engine or a refund is not approved.

Sincerely,

Remanns **************** Team
Customer Answer
Date: 04/16/2024
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.

This business just added this link recently and this link and explanation was not posted on their website at the time of purchase. When my dealership contacted them to file a warranty claim, they told the dealership that they supposedly sent me an email to get me to activate the warranty. I have never received this email. I would like for them to prove that they sent it. I would also like to warn others about this company and that they look for ways to not honor what they say that they will do. That link that they provided is new and was never there before. I work at the dealership and we have purchased two other engines from this company but never had to deal with them in this capacity before. I will make sure that the Virginia ************************ (also includes ********, *************, **************, and ********) puts them on blast about their shady business practices.

Regards,

****************
Business Response
Date: 04/22/2024
In response to the complainants rebuttal, the link to activate the Free Warranty has always been on the website and was not recently added per the complainant allegedly.
The complainant purchased a used engine and is requesting replacement.

The complainant purchased a used engine on and on 03/03/2022 it shipped out on 03/10/2022. The complainant alleges that after ***** miles, coolant started to leak into the cylinder heads and rendered the engine needing to be replaced. The complainant did reach out to us to file a warranty claim and we did state to the complainant they had to activate the warranty first.
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 Month ****************** Warranty from the original date of purchase and installation for engines and 3 Month ****************** 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 the complainant did not activate the Free Warranty within 10 days of delivery, per the Terms and Conditions of the Free Warranty. Since the Free Warranty was not activated,past, current, or future warranty claims will not be approved. The complainants request for a replacement engine or a refund is not approved.

Sincerely,

Remanns **************** Team
Initial Complaint
Date:03/13/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an engine on 3.24.23 and paid $1845 with my credit card. I received the engine. They have a 5 year / ***** mile warranty on it. They advertise that all engines are cleaned and tested. They also advertise a core refund, but the catch is that I have to pay to ship it back. After the engine was installed for $3000, the engine blew up within 45 days. I called them and was put through a gauntlet of items they needed: pics of heat cap, diagnostic report, video of engine making a knocking sound, detailed info of engine issues, has work started/completed from company etc. I returned all requested docs to them. They agreed to send out a new engine. I didn't receive it. I continued to call and talked to Revicca Jalipan and ********************* in the warranty **** *****************. My car was in the shop, and they kept asking when the engine was coming in. Finally I got an email from ****, saying it would cost over $400 to ship back, and we're only going to give you $350 for it. I told the shop to scrap the engine. I kept calling to ask when they would ship the new engine. When the new engine arrived, it came from ************ Yard in *********, **. I called Al's and was told the engine was yanked and shipped, not cleaned or tested w/86,000 miles on it. The engine was installed, and I paid $3000 to have it installed. I requested reimbursement, adn they again asked for a list of items, which I sent them. Then I began calling 3x a day every day to ask for my $3000 reimbursement. They would not answer my cell, but I would get an answer from my cell phone: I told them I was on hold on my cell phone, they were surprised. Then a guy said because they didn't have a picture of the vin number my warranty was voided. Which is bizarre as the vin number appears on the tops of the work orders I sent, and vin number was never on their list of requested items.
Business Response
Date: 04/01/2024
The complainant purchased a used engine and is requesting a labor claim refund.

The complainant purchased a used engine on and on 03/24/it shipped out on 04/10/2024. The complainant alleges that after the engine was installed the engine blew within 45 days. The complianant did file a warranty claim and was instructed to supply documentation that was requested.
The specific sections of the Terms and Conditions state as follows:
To receive the 5 Year Parts & Labor* Free Warranty the customer must complete the 4 steps below:
Activate/Register the part within 10 business days of delivery
Provide Date Part Delivered
Provide Name of Person Receiving Part Delivery
Provide Miles on Odometer at Time of Warranty Activation with Uploaded Picture of Odometer Reading

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

After review, it was determined that the complainant never did provide the *** or mileage on the warranty activation,and Per the Terms and Conditions of the Free Warranty, the Free Waranty is void. Any past, current, or future warranty claims will not be approved. The complainants request for a labor claim refund is not approved.

Sincerely,

Engine & Transmission ********************** Team
Customer Answer
Date: 04/01/2024
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.]

Regards,

*********************
Customer Answer
Date: 04/03/2024
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 onse here.]
This companyThis company did not request a picture of the Vin. The Vin number is on each of the receipts along with the mileage period every time. They sent me an email. They ask for different pictures I sent. Emails with what they requested at different times every time. They ask for something. I sent to them period this company. Jerks you around and tries to find every loophole not to pay you back from the warranty. Peri gave them what they requested period
Regards,

*********************
Initial Complaint
Date:03/06/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My daughter bought an engine for her car, which she paid for herself. They never sent the engine, and refused to refund her the full amount. They stayed there is a 25% cancellation fee. But my daughter did not cancel, they did and never told her. Her invoice# ******
Business Response
Date: 03/27/2024
The complainant purchased a used engine and is requesting a refund.

The complainant purchased a used engine on 02/02/2024 and the order was cancelled on 02/20/2024. The complainant alleges that we never sent them an engine and they never cancelled the order.
The specific sections of the Terms and Conditions state as follows:
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: ***************************************************************

After review, it was determined that the complainants mechanic worked out of their house and the complainant did not want to pay the additonal charge for residential delivery. The customer did want to cancel and we did send them the link to cancel their order which was completed by the complainant. Per our Terms and Conditions of the Free Warranty, if the order is cancelled a 25% handling and prcoessing fee will be applied to the refund. The complainant was refunded $2133.75. The complainants request for a full refund is not approved.

Sincerely,

SW Engines **************** Team
Customer Answer
Date: 04/01/2024
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
We are not the ones that cancelled the order, SW Engines cancelled it because it was damaged, and never notified us. We had to call them to find out the status and that is what they told us. It was never sent.They are using fraudulent practices and I will be seeking legal services. ***** taking advantage of my daughter. What's next with BBB?

Regards,

*************************
Initial Complaint
Date:03/05/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please see the attached document in the upload for more detail to this timeline Re: **********************
Business Response
Date: 03/21/2024
The complainant purchased a used engine and is requesting a replacement engine.

The complainant purchased a used engine on and on 09/01/2023 and it shipped out on 09/20/2023. The complainant alleges that the engine was not working properly.
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 Month ****************** Warranty from the original date of purchase and installation for engines and 3 Month ****************** 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 the complainant did not activate the Free Warranty within 10 days from delivery. We would recommend that the complainant open a warranty claim on our website for a replacement engine.

Sincerely,

******* **************** Team
Customer Answer
Date: 03/25/2024
Better Business Bureau:
Please see the attachment:
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.

Hello ******* **************** Team,
You note: After review,it was determined that the complainant did not activate the Free Warranty within 10 days from delivery.
Just to reiterate from our original timeline, we never received a link to activate the Free Warranty within 10 days from delivery. We noted this lack of information to the first customer representative, March, on *******. We even asked her to please forward that email indicating the link,she refused to acknowledge that request.
Your response: We would recommend that the complainant open a warranty claim on our website for a replacement engine.
We are wondering what happened to our first claim submitted on 2-27-24 regarding this issue:

Ticket number:85342d4ce7ffecc86bbf35bc4b22de3c

Was this the correct website to complete this warrantee claim or is there another web link that you could kindly provide us to complete the claim. In addition, just to confirm, going through this channel to resolve the matter, we will be provided the replacement engine that properly works.
We appreciate your time and look forward to resolving this issue and having an engine that works properly.
Thank you
**** and *******

Regards,

**** And *****************************
Initial Complaint
Date:03/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
First ordered a motor from them and they sent the wrong motor even after giving them the Vin number. They were supposed to pick up the motor from my mechanics shop in November of 2023. And still have never picked it up. Had me pay another 1200 dollars for the correct motor which took months to be shipped. My car was totalled in the mean time and now have no use for the motor. I just want a refund and for them to pick up the motors from my mechanics shop since I am getting charged a storage fee. Please help me get this resolved. ***************************
Business Response
Date: 03/21/2024
The complainant purchased a used engine and is requesting a refund.

The complainant purchased a used engine on and on 10/19/2023 and it shipped out on 11/01/2023. The complainant alleges that the engine we sent to them was the incorrect one for their vehicle.
The specific sections of the Terms and Conditions state as follows:
Exchanges or Store credits only after the part has been in customer possession for more than 30 days.

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

After review, it was determined that the complainant ordered an engine for a 2008 enclave and needed an engine for a 2012 enclave. Since it is past 30 days since the engine was delivered, per the Terms and Conditions of our Free Warranty, a refund is not approved to the complainant.

Sincerely,

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

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This business has 1 alert

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Engine Shopper, LLC is NOT a BBB Accredited Business.