Complaints

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• Initial Complaint

  Date:05/10/2022

  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.

  3/25/21, I ordered a remanufactured eng($9500)from **** @ Sharper Edge., I asked for warranty details & this is all he would provide. “****, Your engine has 1 year part replacement warranty (no labor).” 4/7/21, received the eng, ****** **** immediately called me & speculated that the eng wasn’t remanufactured. 4/9/21, The eng didn’t come with paperwork certifying the eng was remanufactured & had NO WARRANTY paperwork. I again requested a warranty & was told they had no warranty details but all parts were covered. Eng installed ($6,818)12/4/21, The eng began making a ticking noise, I checked the oil level & it read full, I took the vehicle to ******* ****/oil change. I told the technician it was a newly remanufactured eng & should be like NEW & please inspect the oil Oil was full/looked good, he said, "whoever installed this eng. should look at it, there sounds like a major problem & it does not look remanufactured" So I returned it to ******. 12/9/21, ****** started the vehicle & pulled it into shop, they immediately called me & said there is a major issue & they didn’t want to start it again for fear of making the problem worse. Upon further investigation they speculated the crankshaft may be broken. I contacted **** who directed me to ***** **** ***** 12/10/21, I spoke with ****@ ***** & he requested maintenance/oil change receipts. I provided all receipts After several weeks of emails **** told me the warranty was void due to lack of oil eventhough I provided receipts & techs confirmed. **** speculated the crankshaft broke because the shops that changed the oil did not use enough oil. 12/15/21, **** requested contact info for the Auto shops I provided all info, **** spoke to each tech/owner they confirmed their work. 1/15/22 I took the vehicle to ****** ***** for 2nd opinion.1/17/22, Harmonic balancer was removed & determined the crank broke. I explained situation & he said even if the eng was 1/2 full of oil theres no reason a crank to break & get my money back!

  

  Business Response

  Date: 05/13/2022

  As Mr. ***** has stated in his complaint to you his oil change receipts don't add up as they're in sequential order and are for $50.00 and $65.00 the more expensive receipts were sent after we told him about the problem.  These oil changes are in the $200.00 range for 8 1/2 quarts of fully Synthetic oil and a Oil Filter.  He's also attached his invoice that he received from us and it does state 1 year 12,000 mile parts warranty only NO LABOR.  This is the first that we've heard of the vehicle being taken to another shop "******" to get a second opinion.  There is no invoice/receipt from that place or a diagnosis on the vehicle in question. It is very common for a Crank Shaft to break when the incorrect amount of oil is not put in as there is more heat generated and not the proper amount of lubrication. He also stated that Mr. ******* never returned his email but than said that he had communication electronically on the 30th.  If you need I can get Mr. ******* Phone Records and all Electronic Communication for this matter.

  

  Business Response

  Date: 05/17/2022

  The emails that Mr. **** said he sent to obtain the Warranty won't open but it's clear on every correspondence that he received a 1 year 12,000 mile Parts only Warranty.  As far of his claims that it was a used Engine from our partner at ***** **** ***** a Scrap Yard is not true.  ***** does purchase many vehicles from wrecked vehicles as they sell parts and use the engines as "cores" to Remanufacture Engines.  I've attached pictures received from ***** this morning to show the motors that they have shipping out today. ***** is not a fly by night organization as they've been in the same location for almost 50 years and owned and operated by the same family. This is the first that we've seen the receipt from ****** and we still find it very hard to believe that they removed the Radiator, Fan, Auxiliary Components etc. for a total of $146.00.  

  Customer Answer

  Date: 05/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I purchased the engine from **** at Sharper Edge Eng. and again we are discussing a 3rd party that I did not choose to do business with ***** **** *****. I was only informed of this 3rd party when I asked for a tracking number and was then told the engine was being shipped from the 3rd party ***** **** *****….Sharper Edge Eng. sold me an engine with a 1 year parts warranty, NOT ***** **** *****. I adamantly requested a warranty be provided as everyone will see in the email chains with Sharper Edge Eng. copied on this post and also provided in the attached PDF. The engine YOU **** sold me failed and 3 companies have provided receipts for the work they have performed on the engine from oil changes to diagnosing the knocking noise and now rather than assuming our oil changes should cost what they do in Florida, the only defense of Sharper Edge Eng. is “we still find it very hard to believe that they removed the Radiator, Fan, Auxiliary Components etc. for a total of $146.00.  “ ???

  
  So, you are now saying that ****** *****s is lying on the receipt they provided for the work performed to diagnose the engine?
  
  I provided multiple receipts discrediting the statement, “These oil changes are in the $200.00 range for 8 1/2 quarts of fully Synthetic oil and a Oil Filter.”
  showing that my oil changes range from $115-$152 not the $200 that **** claims it should cost even though he is in a town 2600 miles away…
  
  So now the rebuttal of Sharper Edge Eng. is to say that ****** *****s lied on the receipt? That’s your reasoning for not honoring the warranty?!
  Then to provide pics from the company YOU source engines from in ** that are not mine and have nothing to do with this discussion??? The only reason they are is that when my engine failed you **** deflected all responsibility to a company that was not part of our transaction. At no point should ***** **** ***** have been a part of this discussion. I asked for the test results for my engine (which you cannot provide). So instead, you provide pics of engines sold to someone else this week that have nothing to do with this discussion? Weather you **** at Sharper Edge Eng. think the company you source engines from is honest is not the issue. The issue is YOU **** at Sharper Edge Eng. not honoring YOUR warranty, NOT ***** **** *****. I purchased the engine from YOU and was never informed that I would have to jump through hoops and deal with some other company in ** rather than YOU **** at Sharper Edge Eng. in FL. I never agreed to purchase anything from ***** **** *****, I purchased the engine from Sharper Edge per the invoice and every email between you and I.
  
  There is nothing provided by you regarding the warranty, much less anything that gives you the right to deflect all communications to the company YOU sourced the engine from. YOU as the company that sold me the engine should be honoring the warranty, NOT forcing me the consumer to deal with a 3rd party, a company YOU sourced the engine from in another state! Again, I was never provided a warranty or ANY details on the warranty you referenced even though I begged for these details. Parts in the engine YOU sold me broke and YOU are refusing to honor the warranty on the grounds that you don’t think oil changes in my area are under $200 and that you think the companies (yes, 3 companies diagnosed the same issue) are dishonest?
  I provided the receipts from ****** *****s and here is a pic of the engine after ****** performed the diagnostic.
  Once again Sharper Edge Eng. is taking no responsibility for the engine, they sold me that failed and making me jump through hoops to chase down receipts, emails, warranties etc. all of which I have provided.
  
  The fact remains that Sharper Edge Eng. never provided a detailed warranty as is evident in the email chain provided and copied here.
  
  April 9th, 2021
  “And to say that my receipt is the warranty does not make me feel confident, how do you not have an actual document with the warranty and all that it does and does not cover?”
  NO RESPONSE from **** @ Sharper Edge Engines
  
  Jan 6th, 2021
  ****,
  I was very adamant in regards to you sending me specifics in regards to my engine's warranty prior to purchasing. I was never provided with this information or directed to where I could find the details of the warranty. Now that my engine has failed I have still not been provided with anything other than absolute resistance in honoring the engine warranty.  The contact I have been dealing with (****) has refused to honor the receipts provided and is now speculating that there was insufficient oil even though the mechanic performing the oil change provided sufficient documents showing that he performed the oil change to the specifications of the engine. 
  As the owner and sales person I am asking that you intervene and honor the warranty that I so adamantly requested details on prior to purchasing. 
  Thanks for your assistance.
  ****
  NO RESPONSE from **** @ Sharper Edge Engines

  ,

  **** ****