Complaints

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

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  Engine Shopper, LLC

  2100A E College Ave Cudahy, WI 53110-2803

• 

  Engine Shopper, LLC

  6100 Wilson Rd Kansas City, MO 64123-1943

• 

  Engine Shopper, LLC

  4745 W 136th St Leawood, KS 66224-5923

• 

  Engine Shopper, LLC

  2525 East Paris Ave SE Ste 100 Grand Rapids, MI 49546-6191

• 

  SW Engines

  7856 Westside Park Dr Mobile, AL 36695-8541

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:03/04/2024

  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.

  They had a very good sales department. I could have gone with 4 other companies I received quotes from. I decided on them due to them appearing credible and offering to stand behind their product. I have now been hung up on twice by 2 different associates. They will not stand behind their product or honor their 5 year warranty. All I wanted was quality customer service and the ********************** as promised. As soon as it was installed and did not start, the problems became appearant. Not necessarily with the engine, but with the company. I did not realize the problems they had until their was a problem, and then read reviews that showed their true colors. They should not be allowed to operate. If a customer calls with a problem, I understand it may not be pleasant, but still something that needs to be handled, of which after 2 different people hanging up on me it became appearant. They will take your money and run. We are a small business who could not even imagine treating a customer this way.$3800 They need to be shut down based on their reviews. I would like a refund in full and not return the product given the installation cost more than the $8,000 engine. Then upon calling back they would not answer, the 3rd time, and during the sales process it was quick, imagine that. If they want to issue a full refund and I can have ************ try to get it running, great, however this is not the proper way to operate a business. I did not recieve the Warranty, so lets price that at $2500, and that is reasonable, then I have to put another $1000 in labor in, and that is a low guess, and then I need to purchase a $300 part, and hope this will correct the problem. If this corrects the problem then only issue a $3800 credit, otherwise I expect a full refund, or paying my mechanic for the work, coming by and un-installing the engine, taking it with, and then a full refund. This company is a bunch of lying crooks. Please Help.

  Business Response

  Date: 03/14/2024

  The complainant purchased a used engine and is requesting a refund.
  
  The complainant purchased a used engine on and on 12/4/2023 and it shipped out on 12/13/2023. The complainant alleges that the engine would not start after installation. The complainant also alleges that while the engine would not crank the fuel pump was also not working.
  The specific sections of the Terms and Conditions state as follows:
  2. Engine warranties are limited to manufacturing defects in the block,heads, pistons, crankshafts, camshafts, rockers, and oil pumps. We do not warranty any attached accessory parts, such as switches, sensors, cables,electronics, belts, hoses, water pumps, manifolds, wire harnesses, valve covers, brackets, flywheel etc.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************
  
  After review, the fuel pump is not covered under the Free Warranty per its Terms and Conditions. The complainant never did file a warranty claim or submit any documentation on the finding of what was wrong with the engine when it was being installed. Since it is past 30 days from delivery the complainants request for a refund is not approved.
  
  
  Sincerely,
  
  
  ******* **************** Team

  Customer Answer

  Date: 03/14/2024

  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 was purchased as a tested, and running engine with only ****** miles.  If it was tested and running, then why is it not???  Your team has also told me your warranty is no longer valid after 10 days.  Absolutely a negative experience.  Are you going to pay for this to be running???  Needs new injectors, and High Pressure fuel pump.  Again, how was this RUNNING during your test.  Absolute lies.  This is not about warranty, this is about claims of what I purchased, which is not what I was told I purchased.  Obviously your warranty is JUNK, but how about what was stated I bought???  Your company lied to me to make a sale, or just stand behind repairs needed to have it as purchase, Running and Tested...

   
  Regards,
  
  *************************

  Business Response

  Date: 03/27/2024

  In response to the complainants rebuttal, due to what is not covered under the Free Warranty per its Terms and Conditions, it was recommended to have the complainant switch out these parts. Since the time frame is past 30 days from delivery a refund is not approved.
  The complainant purchased a used engine and is requesting a refund.
  
  The complainant purchased a used engine on and on 12/4/2023 and it shipped out on 12/13/2023. The complainant alleges that the engine would not start after installation. The complainant also alleges that while the engine would not crank the fuel pump was also not working.
  The specific sections of the Terms and Conditions state as follows:
  2. Engine warranties are limited to manufacturing defects in the block,heads, pistons, crankshafts, camshafts, rockers, and oil pumps. We do not warranty any attached accessory parts, such as switches, sensors, cables,electronics, belts, hoses, water pumps, manifolds, wire harnesses, valve covers, brackets, flywheel etc.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************
  
  After review, the fuel pump is not covered under the Free Warranty per its Terms and Conditions. The complainant never did file a warranty claim or submit any documentation on the finding of what was wrong with the engine when it was being installed. Since it is past 30 days from delivery the complainants request for a refund is not approved.
  
  
  Sincerely,
  
  
  ******* **************** Team

• Initial Complaint

  Date:02/20/2024

  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.

  On December 21,2023 I bought used running engine for a 2012 ****** SX4 2.0, from Engine and Transmision world out of ********* online. On January 3rd I called ************** and spoke with *************************** and she looked into see when shipping the engine would be. She mentions engine be shipped on the January 4th of 2024. I received it on Friday 5th of January 2024. I then delivered the engine to a garaged called ************. When they went to put the engine in on January 19th I got a call from the mechanic, and he told me the engine was seized up. I then called ******** from Engine and Transmation world. She had me fill out the warranty form that she sent, and she would look into it once she got all the info. She said I would receive a refund in 7 to 14 days. Not once did I hear anything from ******** and her Mangement team within 7 to 14 days after the 19th of January 2024. I have to reach out to ******** for any information. As of today, I have Not received any money and they have not requested the engine back.

  Business Response

  Date: 02/27/2024

  The complainant purchased a used engine on 12/21/23 and is requesting a refund.
  
  The complainant purchased a used engine on 12/21/2023 and it went out for delivery on 01/04/2024. The complainant alleges that the engine was seized up.
  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, the complainant did not have the engine installed within 10 days of delivery per the Terms and Conditions of our Free Warranty. The complainant did file a warranty claim and sent in pictures but they did not supply any diagnostic report, no heat tab pictures, and did not supply any oil change receipts. Per the Terms and Conditions all documents need to be supplied within five days of making the warranty claim. Since the Free Warranty is void per the Terms and Conditions of the Free Warranty, and past,current, and future warranty claims will not be approved. The complainants request for a refund is not approved.
  
  
  Sincerely,
  
  
  Engine & Transmission ********************** Team

• Initial Complaint

  Date:02/14/2024

  Type:Sales and Advertising 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.

  Employee from them cancelled my order without consent prompting them to claim a restocking fee. I want my money back for I never cancelled the order. I laid 1935 off my debit card and financed the rest through third party Klarna. I paid them ******************************************* payments of $265.

  Business Response

  Date: 02/27/2024

  The complainant purchased a used engine and is requesting a full refund.
  
  The complainant purchased a used engine on and on 02/08/2024 to ask about canceling and asked about the cancellation fee. We did end up canceling the engine.
  The specific sections of the Terms and Conditions state as follows:
  5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs..
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, we did issue a refund to the complainant in the amount of $1451.25 to one card used for purchase and another refund in the amount of $795 to another card used for purchase. The refunds reflect a 25% handling and processing fee for having their order cancelled per the Terms and Conditions of the Free Warranty. The complainants request for a full refund is not approved.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

  Customer Answer

  Date: 02/28/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer Answer

  Date: 02/28/2024

  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.
  
  

  Please pass the along to sw engines. I couldnt reply or put a response in their message just reject and show dissatisfaction. As they stated themselves I called inquiring about the cancellation but never authorized it. Because why lose on almost $800 and get nothing in return. Just stand fast and wait for it to come in. Thats why they never received the cancellation form that the rep claimed needed to be submitted for cancellation. 

  
  
  Regards,
  
  *********************

  Business Response

  Date: 03/14/2024

  In response to the complainants rebuttal, we need more time to respond.
  The complainant purchased a used engine and is requesting a full refund.
  
  The complainant purchased a used engine on and on 02/08/2024 to ask about canceling and asked about the cancellation fee. We did end up canceling the engine.
  The specific sections of the Terms and Conditions state as follows:
  5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs..
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, we did issue a refund to the complainant in the amount of $1451.25 to one card used for purchase and another refund in the amount of $795 to another card used for purchase. The refunds reflect a 25% handling and processing fee for having their order cancelled per the Terms and Conditions of the Free Warranty. The complainants request for a full refund is not approved.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

• Initial Complaint

  Date:02/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a transmission for a 2014 F150 truck, 4WD, truck on January 25th. The Transmission we received was "locked up" and faulty according to the mechanic who was going to install. Took transmission to local **** dealership to further inspect and was told it was a "junk part" that was "locked up". Called Quality Used Engines to make them aware and request a refund. Was put on hold, transferred, hung up on for days but finally spoke to "***" who began the refund process. She said a full refund would be made and received within 7-10 business days. Called today and was hung up on several times after sitting on hold off and on for hours. Spoke to "****" in Sales whom after I explained the situation to, laughed and said "I'm glad you got all that out ma'am but there won't be a refund." This company is scamming out of state customers, delivering junk parts and then not honoring their refund policy!!!!!!!

  Business Response

  Date: 02/27/2024

  We apologize but we are unable to find the complainants order in our system. Can you please provide us your invoice number so we can look into their complainant to give a proper response.

  Customer Answer

  Date: 02/27/2024

  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: 02/28/2024

  This is receipt of payment. This transmission was paid in full upfront, when ordered. The transmission received was faulty and inspected by two separate mechanics when it arrived and was locked. 
  

  We were promised a full refund and have yet to receive one- we immediately notified that the transmission would not work and requested a refund to which Used Engine agreed. We are still waiting

  Business Response

  Date: 03/21/2024

  Hello,
  
  Would you be able to get the invoice number that Prince ********** has on file when they purchased the used transmission so we then can look up this order?
  
  Thank you.

  Customer Answer

  Date: 03/22/2024

  We want our money back- I have sent the invoices several times both to the company and with my initial BBB complaint. We arent asking for anything in addition to what we spent on the faulty transmission that was sent to us. Please do the right thing- an 18 year old *** saved his money to buy this part for his truck that he drives to and from work and college. Now he is out this and the money he had to spend on the working transmission- DO THE RIGHT THING! 

  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:02/07/2024

  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 a transmission on 1/4/24. it arrived late on January 25th. It was installed on the 30th. I contacted the company on 1/31/24 to inform them it was a bad transmission. The internal bearings were knocking and seals leaking fluid. I finally got a hold of them on February 7th 2024. They told me there was nothing they could do the bearings and seals aren't part of warranty but that's what makes the transmission move! So they sold me a bad transmission for $1, 095 and they are not trying to refund me or swap product. How can a company tell you you're getting a pressure tested rebuilt transmission and send you a bad transmission and not want to refund you or give you what you paid for a good transmission. Again I paid $1, 095 for a transmission that was supposed to work and received a bad knocking leaking transmission. This is very unacceptable and how they are treating me is outrageously unacceptable for any company.

  Business Response

  Date: 02/27/2024

  The complainant purchased a used transmission on 01/04/2024 and is requesting a full refund.
  
  The complainant purchased a used engine on 01/04/2024 and the order shipped out on 01/22/2024. The complainant alleges that the transmission was bad and the internal bearings were knocking and seals were leaking.
  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 the complainant did not change the seals and gaskets during installation per the Terms and Conditions of the Free Warranty. Since these were not changed out,the Free Warranty was void. With the Free Warranty void and past, current, or future warranty claim will not be approved. The complainants request for a refund is not approved.
  
  
  Sincerely,
  
  
  ******* **************** Team

• Initial Complaint

  Date:02/06/2024

  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.

  10-31-23 purchased an engine for vehicle from transmission and engine website claims to have tested the product before shipping ***** - have attempted to contact company on delivery, have also tried to contact the manager - company has blocked my number from being able to call and reach a representative. ***** - engine delivered to automotive shop 2-1-24 engine install completed, the engine has a rod knock and is a bad product.submitted a claim online to the company - however there is no spot to write, that i am seeking - full reimbursement for product and labor spent to have product installed.am also willing to file a lawsuit against the company for restitution and mental anguish.

  Business Response

  Date: 02/27/2024

  The complainant purchased a used engine on 11/01/2023 and is requesting a full refund plus labor costs.
  
  The complainant purchased a used engine on 11/01/2023 and the order shipped out on 11/27/2023. The complainant alleges that the engine had a rod knock and was bad. The complainant had the engine installed in February of 2024.
  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 have the engine installed within 10 days from delivery which per the Terms and Conditions of the Free Warranty, void the Free Warranty. Since the Free Warranty was void, and past, current, or future warranty claims will not be approved. The complainants request for a refund plus labor costs is not approved.
  
  
  Sincerely,
  
  
  Engine & Transmission ********************** Team

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.On 09/21/2023 placed and order for a Used Engine for an Audi 2011 Q5 Vin# WA1LFAFPBAOO2780 2. According merchant engine is suppose to arrive within 7-14 days. But engine arrived after 41 day.3. I was sent the wrong engine for my car after been notified by a licence mechanic.4. I also activated the required warranty to cover damages, returns etc.5. ******** sent me a BOL to return the engine which i did. The merchant said they don't have the right engine in stock. After complaining to my credit card company they are holding $1563.75 for shipping and restocking for their mistake. I have uploaded all supporting documents. The reviews on line and BBB complaints indicate a pattern of deception and fraud. Please help get the rest of my money. I have also included text messages and email between the merchant and i. My calls to ****/ ******, **************** has not been returned.They provided a photoshop of the engine to my discover....my credit card company. I have also uploaded the photos of the engine they sent and what my engine looks like. The text from **** and ****** acknowledges the engine shipped was different my original engine.

  Business Response

  Date: 02/21/2024

  The complainant purchased a used engine on 09/21/2023 and is requesting a refund.
  
  The complainant purchased a used engine on 09/21/2023 and it was shipped out on 10/17/2023. The complainant does allege that the engine that was sent to them was the wrong engine for their vehicle.
  
  After further review, we are looking into a refund and next steps and will update the complainant with our findings.
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  
  Sincerely,
  ******* **************** Team
  

  Customer Answer

  Date: 02/22/2024

  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.] ******* have stalled and held $1563.75 of my $3495.00 claiming to be for restocking, shipping and or warranty related. I activated the warranty as described in the signed invoice as i was instructed by *******. I therefore want the rest of my money $1563.75 as soon as possible. when you discovered that the engine you sent me was the wrong engine, ******* should have made good on my purchase. Case will be dropped if the amount is refunded by 2/27/2024
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/14/2024

  The complainant purchased a used engine on 09/21/2023 and is requesting a refund.
  
  The complainant purchased a used engine on 09/21/2023 and it was shipped out on 10/17/2023. The complainant does allege that the engine that was sent to them was the wrong engine for their vehicle.
  
  After further review, the complainant was refunded in full for $3495 on 02/08/2024.
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  
  Sincerely,
  ******* **************** Team
  

  Customer Answer

  Date: 03/21/2024

  [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,
  
  ***************************
  

• Initial Complaint

  Date:01/29/2024

  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 had purchased an engine from this company. The engine failed about 2 years after install. It was still under warranty so SW engines sent a new one. I had it installed in the beginning of November 2023. SW Engines, per their warranty policy are supposed to reimburse me $50 per hour for the labor cost of the installation. That comes to approximately $1,600. Every time I call and speak to someone, they apologize for the delay (2 months now) saying they have been sending emails to their management team to get approval. I did everything by the book and they lost my info more than once so I have sent them the required info more than once. I'm not getting anywhere with them at all. They just keep leading me on. I have spent alot of time on hold with them and speaking to them with no prevail. I have paid the bill in full already for the installation. Please help

  Business Response

  Date: 02/21/2024

  The complainant purchased a used engine on 07/20/2021 and is requesting a refund for labor.
  
  The complainant purchased a used engine on 07/20/2021 and it went out for delivery on 08/02/2021. The complainant alleges that the engine failed after two years of being installed. We did send a replacement engine out to the complainant on 09/05/2023.
  
  After review, we are reviewing the credit request for labor and will be looking to issue a refund for the labor costs.
  
  
  Sincerely,
  
  
  SW  Engines **************** Team

  Customer Answer

  Date: 02/22/2024

  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 unfortunately cannot take someone's word that the refund will happen. I have been apologized to multiple times saying that they are processing a refund for months now. I do not want to close out the case until I physically receive a refund and someone contacts me to get my account information and wires the refund. I also need to be assured that the funds will come to me and not the original dealership. I personally paid for the labor for the new installation.
  
  Regards,
  
  *********************

  Business Response

  Date: 03/14/2024

  In response to the complainants rebuttal we are confirming the labor credit.
  The complainant purchased a used engine on 07/20/2021 and is requesting a refund for labor.
  
  The complainant purchased a used engine on 07/20/2021 and it went out for delivery on 08/02/2021. The complainant alleges that the engine failed after two years of being installed. We did send a replacement engine out to the complainant on 09/05/2023.
  
  After review, we are reviewing the credit request for labor and will be looking to issue a refund for the labor costs.
  
  
  Sincerely,
  
  
  SW  Engines **************** Team

• Initial Complaint

  Date:01/26/2024

  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 ordered and engine with a five year warranty. When the engine arrived and was installed it started smoking and the Machanic said the engine had been in an accident in which it was flipped over so it was no good it took me 2weeks for them to respond however they sent the new engine according to warranty. After new engine was installed i sent all documents they requested and i requested my reimbursement according to the warranty for the labor on the 2 engine. It's been 2 months and every time I call they say that they have forwarded it to management and will get back to me in 24 hours. No one will get back to me and they said it's no way for me to speak to management. Last week they said they contacted their financial department and escalated it and they would get back to me and when i called back they said they didn't know what i was talking about and again would contact management and get back to me. I paid for labor twice because they sent me a bad engine and their warranty clearly states if this happens they will reimburse which they are refusing to do. I just want my money refunded for the labor on the 2 engine and the shop would like the damaged engine picked up off their property or at least allowed to discard which they have not gotten back to us on that either and i have a feeling if the shop gets rid of it they will say this is the reason they won't reimburse me ! No more game i just want reimbursement for the bad engine sent. ************** Is the number that i keep calling and getting excuses

  Business Response

  Date: 02/07/2024

  The complainant purchased a used engine on 10/27/2023 and is requesting a labor refund.
  
  The complainant purchased a used engine on 10/27/2023 and it went out for delivery on 10/31/2023. The complainant alleges that the engine once installed started to smoke and was no good. We did send out a replacement engine to the complainant on 12/08/2023.
  The specific sections of the Terms and Conditions state as follows:
  24: Once you have initiated a warranty claim, you are required to submit ALL the details requested through the Customer ****************** Portal within 5 Business Days or the warranty will be void.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: *****************************************************************
  
  After review, the complainant did not provide all requested documentation when it comes to the warranty claim. The complainant did not send in the heat tab pictures and only sent in a video of the engine issue. Per the Terms and Conditions of the Free Warranty, since the complainant did not submit all requested documentation within 5 days from the claim start date the labor claim is denied and no refund is approved.
  
  
  Sincerely,
  
  
  Quality Used Engines **************** Team

  Customer Answer

  Date: 02/08/2024

  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.

  ] the company is saying i did not respond within 5 days actually i have proof that i responded within 2 days 12/18 a representative from their warranty department sent me the email as to what to send to them and on 12/20 the documents where sent and you can see from the emails. Their representative even state it will be forwarded to management so if they did not get it in a timely fashion it was on their employees not me because i did what they asked. The engine was shipped out on 12-8 however it took over a week for the shop to get it and they put it in as soon as they got it which again was under the 5 day ***** So they are making excuses as to why they shouldn't pay however everything was done as they required and within the time frame required. I called everyday for over 2 months and every time i asked to speak to someone in management I was either hung up on or told they would forward my message through a group chat. These people know they sent me a bad engine or they would've have sent another one. There is no reason why i should pay for labor for an engine twice because they sent a bad engine. Most repair shops wouldn't even put the engine in as fast as they did however we knew the time restraints and the shop didn't want this to happen so they put me ahead of other customers. The videos that they are referring to are from when the claim first started not after the 2nd engine was installed their customer service told me i had to send those videos for the claim to show the engine was bad then after the new engine installed they said send this information so somehow their company is mixing up information either way i did everything i was told to do and within time frame 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/24/2024

  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 wife and I ordered an engine from them for out 2002 *********** on November 27, 2023. Then on December 11, 2023, we received an email stating that there had been a "slight delay" in our order. The invoice number is ******. The motor finally came in to our garage and it was the wrong engine. The cost of the engine was $1,670. At the beginning of January, my husband called and emailed the company to return the engine and to replace it. On January 11, 2024, my husband emailed the "manager who's name is ****" and stated that it had been two weeks since he had called and emailed. Everytime we try to call we are told that the managers aren't there or that someone would call use back. Sometimes, we are on hold with the company more than 45 minutes and no one picks up. When we email the company, no one ever responds. At this point, we just want our money back and for them to come pick up the engine. We did not read the reviews about this company prior to this happening to us. Apparently, this has happened to others! This is not our fault and we are hoping that the BBB can help us to resolve this matter swiftly and get this company put out of business. I have proof of the interactions, emails, amount paid, etc.

  Business Response

  Date: 01/29/2024

  The complainant purchased a used engine on 11/27/2023 and is requesting a refund.
  
  The complainant purchased a used engine on 11/27/2023 and it went out for delivery on 12/12/2023. The complainant alleges that the engine that was delivered was the wrong engine.
  The specific sections of the Terms and Conditions state as follows:
  5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: *****************************************************************
  
  After review, the complainant did not provide the *** when they purchased and we had no way of knowing if it was the correct engine for their vehicle. If the complainant would like to return the engine they can pick it up but there would be a 25% handling and processing fee plus shipping costs applied to the refund.
  
  
  Sincerely,
  
  
  Quality Used Engines **************** Team

  Customer Answer

  Date: 01/30/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 02/05/2024

  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.
  
  You sent an engine prior to getting the correct vin number from us so, I'm unsure how you would have even known what engine to send without the correct vin. First you tried to say that we did not send you the vin number, which you can clearly see by the attached document that we did. Then you just admitted to sending ************ an engine claiming you never got the vin number. We have our bank completing an investigation into this matter as well and will be willing to take legal action against your company.

  1. You sent an engine BEFORE we sent you the vin number so that tells me, that you just sent us any engine you had, which according to the many online reviews of your company, this seems to be about right. You will see the attachment of the vin number that was sent to your company AFTER you already sent us the wrong one.

  2. We WILL not be paying any sort of fee for transferring the WRONG engine back to you. YOU sent it BEFORE having the correct vin number so that is on you.

  3. The engine is still sitting at our mechanics garage, I'd be more than happy to put you in touch with him as referred to him as our "supposed mechanic" and we want you to pick it up ASAP and REFUND us the full amount that we paid for an engine that was not the correct one. Your "policy" of the charge for return is null as we did not get the engine that we ordered, which is not our fault.

  4. We have proof of trying to contact your business again and again without any communication from your end. We have documentation of multiple phone calls and emails as we tried to correct this matter with you. When we did get through, we were told again and again the "the bosses weren't in" or that "someone would call us back", none of which happened. This too seems to be a trend of your company, per the multitude of negative online reviews.

  5. We think that your company is a scam and we will not be taken advantage of, as so many others, according to your online reviews have been. It's the same story in every complaint. A person is sent the wrong engine, they try to contact your company and no one responds or corrects the situation.

  
  Regards,
  
  ***************************