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Complaint Details
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Initial Complaint
03/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a long block remanufactured engine for a 2009 Toyota Corolla via a local auto shop, Gem Auto Service, LLC. They acquired this engine from Japan Engine Inc. Upon install on July 13, 2021 I paid a total of $5117.22 for all parts, labor, shipping, etc. The shop mentioned that the engine didn't come with lower engine seal as it should have. Rather than dealing with a lot of back and forth they got a seal and installed it. I quickly noticed an oil leak, the shop determined it was the lower engine seal. So they had to pull the engine again and replace the seal again! The shop did this at a loss and did not charge me for this extra labor/parts and ongoing issue, however my vehicle was in the shop for weeks. Unfortunately the engine continues to leak oil from the lower engine seal. A long block remanufactured engine is supposed to be as close as you can get to a brand new engine. Brand new engines don't leak oil. The shop contacted Japan Engine Inc. and I've emailed and called Japan Engine Inc. and received no response. This engine came with a 12 month warranty. However, the warranty would require for me to ship it back to CA for JPI to decide if they think it's faulty or not and what they will or won't do. We know it's faulty, I don't need to pay hundreds of dollars more to determine this. I'm requesting that I be refunded the difference between a short block and long block engine as this engine didn't come with all of the parts it should have and continues to not function as it should, and then we can both cut our losses and move on. Thank you for your time in this matter.
Business response
03/31/2022
We do apologize for any inconvenience you may have experienced.
All rebuilt motors are shipped with an installation gasket/seal kit. The repair shop MUST use all parts provided in that kit and install all gaskets and seals properly. If the seal was not installed correctly, then yes, a leak would definitely occur. No question.
I understand the frustration, but we, Japan Engine Inc, are not the installers. We provided the rebuilt motor and all parts REQUIRED to complete the installation. If the installation was not done properly, then contact the repair shop to warranty the labor, not the part(s) we provided.
Best Regards,
Michael **
Japan Engine, Inc.
Customer response
04/01/2022
Complaint: ********
I am rejecting this response because: The shop that did the installation assures me that the seal was not sent with the engine. It took weeks to get the engine, in part due to COVID supply chain issues I'm guessing. It doesn't seem like it would have done a
ny good for the shop to reach out for a seal as they tell me they have reached out and have seen no cooperation. I have followed up with the shop and they've replaced the seal they did install more than once with a Toyota factory seal. They've had the engine out of the care multiple times and they assure me the seal and the seal installation is not the issue. According to them you did not send a seal as you should have and it seems even if you had the engine is faulty because it has leaked ever since it was put in.
Sincerely,
Dave *******
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.