Complaints

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:04/24/2025

  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 forged my name three times on receipts stating I pick up the part. I went there and the part was not ready. I asked for a refund. They printed me a credit return on a slip of paper. later they canceled the credit return to my bank. I called many times trying to get a refund. To the point that they now just hang up and then will not answer the phone. My bank called them and they lied telling them I picked up the part. I never signed anything. I never received any part from ******** look online and there are many cases of the same complaint or worse. This company is stealing. I am not the only one. I could not load all the forged documents. Doc 6 is my real signature. there are two documents with forged signature that are too big to load

  Business Response

  Date: 04/25/2025

  WE SHOW THAT THE ORDER WAS PLACED AND THE **** WAS PICKED UP - THANK YOU 

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair 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.

  I called and purchased a engine on 2/10/25 that the business had online that said it was a good running engine waited 4 days they said It was ready for pickup went and picked it up (2 hour drive one way to the business). Got home and the engine was full of rust internally, called them emailed them pictures on 2/14/25 and they told me that they had another engine for me to exchange it with. They called Monday 2/17/25 and said it was ready for pickup. I went down (2 hours one way again) on 2/18/25 and exchanged the engine and they wouldn't refund me any money for my time or anything besides a little gas money 75 dollars. I get the engine home and getting it ready to install and the second engine is not the same and is not interchangeable with my vehicle I had to do many modifications to make it work with my sensors for the vehicle. I have lost out on about 500 dollars with this transaction via time and parts. I called them again to inquire about a partial refund for my time and having to modify the engine (tools and parts) and they will not respond to me now.

  Business Response

  Date: 03/06/2025

  HELLO WE DID SELL **** AN ENGINE - WE DID TAKE THE ORDER AND TOLD **** WE NEEDED TIME TO GET IT READY AS IT WAS NOT READY WHEN HE CALLED - THE ENGINE WE SOLD HIM WAS TESTED AND WAS A GOOD RUNNING ENGINE - **** CALLED AND WAS HAVING AN ISSUE WITH THE ENGINE WE HAS SOLD HIM - I TOLD **** THAT I CAN GIVE A FULL REFUND IF HE WANTED TO RETURN THE ENGINE OR IF HE WANTED TO EXCAHNGE THE ENGINE FOR A DIFFERNET ONE WE CAN DO THAT IF HE WANTED - **** TOLD ME THAT HE WANTED TO EXCAHNGE THE ENGINE AND DID NOT WANT A REFUND- WE EXCAHNGED THE ENGINE FOR **** AND WE EVEN GAVE HIM ***** CREDIT  WHICH WE DID NOT HAVE TO DO BUT WE DID ANYWAYS - WE DO WARRANTY THE ENGINE AS THE ENGINE HAS A PART WARANTY AS NO LABOR IS COVERED. WE HAVE RESPONDED TO ALL ***** CALLS OR MESSAGES - WE DO WARRANTY THE ENGINE WE DO NOT WARRANTY ANY ACCESSORIES BRACKETS SENSORS SEALS GASKETS ETS AS STATED ON HIS INVOICE.  IF **** CALLS HERE WE WOULD LADLY SPEAK WITH HIM AS HE HAS A FAMILY MEMBER THAT ALSO HAS BEEN ORDERING FROM US FOR SOME TIME NOW THAT HE HAS BEEN PICKING UP THE PARTS AS ELL. 

• Initial Complaint

  Date:11/18/2024

  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.

  Dear BBB,I am filing a formal complaint against Rock City Auto Parts due to their failure to process a refund after I was incorrectly charged for an order of a used transmission for a 2011 **** Escape.On Nov 14, I placed an order for the product, but after reviewing the transaction, I discovered that I had been charged incorrectly. I immediately contacted the vendor multiple times via both phone and email to request the cancellation of my order and a full refund. Despite these repeated attempts to reach the company, I have not received any response nor has my refund been ************ has been 5 days since my initial attempt to resolve this issue, and I am now seeking assistance through the BBB to escalate this matter and ensure that I receive the refund I am entitled to. I would appreciate your prompt intervention to facilitate a resolution and prevent further escalation of this matter.Sincerely, ******* ******

  Business Response

  Date: 11/19/2024

   

   

    HELLO - WE DO NOT HAVE ANY ORDER FOR THIS PERSON FOR THAT AMOUNT ON THAT DATE ? THE ONLY ORDERS WE HAVE FOR THIS AMOUNT  IS FOR A DIFFERENT CUSTOMER THAT HAS VERIFIED THE ORDER AND HAS PAID FOR SHIPPING AND THE PART TO BE SENT TO THE INSTALLATION SHOP. IS IT POSSOBLY THIS PERSON HAS THE WRONG LOCATION? THANK YOU 

  Customer Answer

  Date: 11/20/2024

  look at the picture of the amount they charged me

  Business Response

  Date: 11/22/2024

   

   

   HELLO - THE ORDER IS NOT FOR ******* ****** - WE HAVE NO ORDER FOR A ******* ****** AT ALL ?  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22571496
  
  I am rejecting this response because: ******* ****** is an employee of *************** and order was given for on behalf of her as she handles this . order department the card was given for payment on which they charged the wrong amount was of the owner of ***************. Look at the picture attached of the work order sent to the seller. They are lying clearly of not having the order. The name on the card was **** ******.  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/26/2024

  Hello . The only we orders we have for that amount are not in the name od complaint person. Also we have confirmed that all orders for that amount in the last 60 days have been ordered and received wirh the purchasing customer. Thank you

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22571496
  
  I am rejecting this response because: Do you not see the email communication the order was for 2011 **** Escape : Transmission 

  Price : $500(incl. Tax)
  

  They charged us $815 and said it could have been a mistake and they will refund the extra charged amount but after that they started avoiding our emails and calls.

  I want our money back

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/27/2024

  HELLO - WE HAVE NOT STOPPED RESPONDING TO ANY ONE AT ALL. I THINK YOU MIGHT HAVE THE WRONG PLACE. PLEASE PROVIDE INFORMATION FOR THE ORDER SINCE WE HAVE NO ORDER FOR YOU OR THIS AMOUNT THAT HAS NOT BEEN CONFIRMED. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22571496
  
  I am rejecting this response because: enough of this you guys need to come clean 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/01/2024

  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.

  I ordered an engine on **** motor from and auto part company in ******** ******** and I was in contact with the seller and they kept just giving me a run around making me think the order was on its way to my mechanic and it didnt show the day that the man said it would or that the tracking read. So I decided to call the company they used for the delivery of the engine and they said that the seller had them bring the engine to him. I tried contacting them again and he told me my mechanic was basically lying and its there at his shop. I know my mechanic isnt lying because the delivery company verified where they delivered it to.

  Business Response

  Date: 10/02/2024

  I ordered an engine on **** motor from and auto part company in ***************** and I was in contact with the seller and they kept just giving me a run around making me think the order was on its way to my mechanic and it didnt show the day that the man said it would or that the tracking read. So I decided to call the company they used for the delivery of the engine and they said that the seller had them bring the engine to him. I tried contacting them again and he told me my mechanic was basically lying and its there at his shop. I know my mechanic isnt lying because the delivery company verified where they delivered it to

  Hello - the engine was sold to you from **** not from us as you paid **** and obviously so any issue you have you need to go contact them. We did follow **** policy and we did submit and send everything as we were supposed to. 

   Thank You 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22362999
  
  I am rejecting this response because:
  This was never resolved no one is contacting me and I still have yet to received my refund from the item that I purchased and it never came.
  
  Thank you
  Sincerely,
  
  ******* *****

  Business Response

  Date: 11/01/2024

   

   Hello 

    We have sold this item on **** as **** collected funds and **** collected taxes and ebays rules were all followed for this transaction. **** is who you need to contact for this matter. 

     Thank You 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22362999
  
  I am rejecting this response because:
  **** has told me to contact ******** auto so that the funds can be returned back to my account. At this point Im still getting the run around.

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair 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.

  Hello there !my name is ************************* I hope you can help me with this I bought a used transmission for a 2007 **** fusion from ***** at the counter paid cash initially it was on e bay . after I installed it I found it was bad when I drove it found it was slipping and was not shifting properly by the way my original transmission had no reverse I had no issue going forward so I called them right away to arrange for a replacement at first they said they were waiting for one at the auction but then they said it was also bad that was a month ago now every time I call they say they ll call me back its been two months now since the purchase they have never tried to reach me . zero accountability on their end by the way Im an ase certified technician this is how I earn a living fixing cars I was looking at other reviews on ****** and I m no the only one they have sold em bad parts thank you at this point Idon t even want to deal with them no more I feel dismissed everytime I call

  Business Response

  Date: 09/12/2024

   

   ***** - we have spoke with you many times - we did tell you we  can exchange the transmission as you know that is exactly what we told you also that is what is on your invoice-  our warranty is exchange only as on the contract invoice that you new obviously - we do understand that parts sometimes go bad or can even be installed faulty by anyone including certified mechanics and that is why we offer the exchange  - when you say you have not been in touch with us that is not true as we have spoken with you many times - as for the negative review you left us on ****** we do understand that even though you new the warranty before you purchased it and agreed to it that you know do not - we also looked up the dealership you work at and it seams they to have many many bad reviews about the service department that you claim to work in - thank you 

• Initial Complaint

  Date:08/28/2024

  Type:Order 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.

  I was looking to purchase an engine for my vehicle and I called Rock City Auto Parts located in ******** at 940AM on August 14 2024. I made the purchase over the phone, they asked to send an Identification via text to a different number along with a picture of both sides of credit card. The purchase was completed and a delivery fee was also charged because they would be delivering engine to a mechanic that would be installing the engine, (which is located in ***********, **.) Rock City Auto Parts stated engine would be delivered in two days. I did not receive any email confirmation , order number, or tracking information for my order. I called back a few days later and asked for status of the delivery and they stated it would be delivered on a Tuesday. The delivery never happened and was supposedly delivered a different day than the day they had mentioned, but my mechanic was not in the shop and was not able to sign off on the delivery of the engine. Finally when I spoke to Rock City Auto Part, then sent a picture of the tracking number for delivery service. This is a huge inconvenience because I need a vehicle to get back and forth from work. The engine was sent back and Rock City Auto Parts has not refunded me the amount I had paid for engine. They stated I have to pay an additional 300+ for the delivery service because they had to send the engine back to their shop. I told them I am not paying until I receive my refund. Im not sure why they cant just deduct that fee from the amount that was charged on the card.

  Business Response

  Date: 08/30/2024

   

    on 8 14 2024 ********* ******* purchased an engine to be shipped to the mechanic shop. if paying with a credit card the cost of the  engine was ******* and if they were not picking it up the shipping for the engine would be ******. we told them that when the engine leaves the shipping takes 2-3 working days not including weekends or holidays. the engine was shipped within the time frame we told them as again we said we need to pull it from the car and then we would send it 2days to get it out and 2-3 days after it leaves  . we do not deliver the options were to pick it up or they could to have it  shipped,  we also told them that if they did not come into our store and pay for it in person so we could swipe there credit card and check there id that they would need to provide the credit card and matching id or we could not take the order. they said they wanted to send the id and arrange for the engine to be shipped. they called us asking if they could return the engine because they purchased another engine elsewhere is exactly is what i was told and i said yes you can return the engine but you will need to pay the shipping on the engine. they asked if they can use a different credit card to pay the shipping and we told them they can pay for the shipping anyway they wanted either deducted from the original sale or another card or cash it was there choice.  they asked us how much the freight was each way and we told them the freight back was the same amount they paid for the freight to the shop ****** each way or they could have brought the engine back to us and saved the freight it was up to them. they claim the engine was sent back but as of 8 30 2024 we have not got the engine back. we never told anyone how they needed to pay for a restocking fee as we had a 30minute conversation about this with them because they said they were confused and when before i hung up with them i they told me he understood completely - we are still waiting to get our engine back if they are still returning it- if they do return it we told them originally that we could just credit the charge less the returning charges.   

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22211235
  
  I am rejecting this response because:
  
  Sincerely,
  They claim that didnt receive the engine back but the website ************ says that Rock City auto parts has the engine currently at their store. Its shown in the screenshot and the screenshot was taken August 28th. Its in stock and they keep telling me that they haven't received the engine back. The picture shown was after they had told me that through the phone. Im not the only customer that has gone through this. I will pay their $345 fee that they keep telling me to pay in order for me get my refund back.  Rock city auto parts is an unreliable and dishonest business. They only thing I get back is frustration and stress. Theres a reason why theyre only rated 1 star.
  **** *********

  Business Response

  Date: 09/24/2024

  Hello - as this person did not purchase anything from us at all -  they do know the person that did - the purchased engine was ordered  shipped and delivered to them - as of 9 24 24 the engine has not been returned to us as it was requested if they wanted to return the engine to ** during the warranty time we  told them they could return the engine for the part warranty since they simply only changed there mind. As for the same engine being listed on a website they claim is not true as they would need to return it to us first so we can then restock the engine as we do have several of these engines available at this time. 

• Initial Complaint

  Date:04/24/2024

  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 about 3 weeks ago, they sent me the wrong engine after confirming what engine I need. They claimed the engine was never listed. I contacted them with proof of the listing and they said they would call back but never did. I contacted the following week and they told me they were shipping the correct engine. It's been two weeks of me calling and them giving me the run around. I told them i cant waste time waiting for them to fix the situation and I wanted a refund. They eventually stopped receiving my calls. I called from different numbers and they block them. This is unprofessional. I now have an engine I have no use for and I'm down about 700 dollars. I need my money back.

  Business Response

  Date: 04/25/2024

   

  ON 03 26 2024 ***************************** *************************** ************ CALLED AND *****D AN ENGINE FOR A 2006 **** FUSION 2.3 4CYLINDER WHICH WE DID SEND TO HIS SHOP SUNSHINE CUSOM DETAIL 4928 W ************************************ ************ WHICH HE DID RECIEVE IT AND SIGHNED FOR IT. 

  ****** CALLED US AND SAID HE NEEDED A 6CYLIONDER 3.0 WHICH HE HAD FOUND ON THE INTERNET WHICH IS TRUE WE DO HAVE ONE BUT WHEN HE PLACED THE ***** WITH US HE HAD *****ED THE 4CYLINDER NOT THE SIX WHICH WE ALSO HAD LISTED ON THE INTERNET. 

  WE TOLD ****** IF HE WANTED TO EXCHANGE THE ENGINE WE COULD FOR HE 3.0 THAT HE WOULD NEED TO PLACE THE ***** WITH US SO WE CN GET IT READY AND HE WOULD NEED TO BRING THE ENGINE BACK TO US AND WE CAN GIVE HIM THE OTHER ONE HE WANTED. AS OF 4 25 2024 ****** HAS NOT PLACED ANY ***** FOR THE 3.0 AND HAS NOT RETURNED THE 4CYLINDER ENGINE TO US AS WELL. IF ****** WANTS TO RETURN THE ENGINE AND GET A DIFFERENT ONE ALL HE NEEDS TO DO IS PLACE THE ***** AND THEN SWITCH THEM WHEN ITS READY FOR PICK UP . 

   

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21620259
  
  I am rejecting this response because:

   

  They have not answered my calls, I called from different numbers and they won't answer followup calls. They never told me I had to order another engine, they said they shipped the 6 cylinder already. I never ordered a 4 cylinder engine ever. The salesman made a mistake and is putting the blame on me. I know exactly what engine I have in this car. I want a refund. 

  
  

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/03/2024

  HELLO - WE NEVER SENT A 6CYLINDER - WE HAVE A SEVERAL SIX CYLINDERS BUT ONLY HAVE SENT YOU THE ***** NUMBER FOR THE 4CYLINDER - YOU STILL CAN ORDER THE SIX CYLINDER AND RETURN THE 4CYLINDER ENGINE FOR THE PART - IF YOU DO PLEASE DO NOT JUST SHOW UP SO WE CAN GET THE ENGINE READY - THANKS 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21620259
  
  I am rejecting this response because:

  They have not answered my calls, I called from different numbers and they won't answer followup calls. They never told me I had to order another engine, they said they shipped the 6 cylinder already. I never ordered a 4 cylinder engine ever. The salesman made a mistake and is putting the blame on me. I know exactly what engine I have in this car. I want a refund. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/16/2024

  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 4.0L engine for **** Ranger and paid $1600 on 11/16. Engine delivered to Hogans Auto Repair 11/28. Engine came with 30 day warrenty. On 12/5 ***** inspected engine and found the timing chain guides were broken and informed me this engine is junk. I went to Rock Auto and talked to ***** face to face. He told me that he would swap out the defective motor with another motor from 05 ranger and deliver by the next friday 12/15. talked to ***** on 1/3 and he told me will deliver friday 1/5. On 1/8 emailed ***** from rock citys web site asking for a firm delivery date or my money back. Site says will reply within 48 hrs. No responce.

  Business Response

  Date: 01/23/2024

  HELLO - WE DID SEND AN ENGINE TO THE MECHANIC THAT WAS SHIPPED PER HIS REQUEST - THANKS 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21153444
  
  I am rejecting this response because: ***** did deliver the original motor that was found to be defective with broken timing guides, The replacement motor he said he would swap out for the junk motor has not arrived to my mechanic. There are 18 other simular complaints on this site. More on other sites ( chamber of commerce, yelp). Rock City Salvage is not doing themselves any favors by robbing people of $1600 for a junk car they pay $400 for. You would think that a business doing 300k/yr would try and do good customer service and not lie to customers. Rock City Salvage( *****) told me from the getgo they had a warrenty and no they are failing to uphold said warrenty. I want my money back.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/21/2024

  RE Complaint ID: ********
  
  THE CUSTOMER HAS BEEN REFUNDED IN FULL - WE DID SPEAK WITH HIM AND HE
  TOLD US THE **** NEVER GOT THE REPLACEMENT THAT WE SENT - AFTER
  SPEAKING WITH HIM WE DID VERIFY THAT THE *** DELIVERY COMPANY WAS
  UNABLE TO MAKE THE DELIVERY AND THEY DID NOT NOTIFY US - WE DID REFUND
  THE CUSTOMER IN FULL AND ALSO LEFT A MESSAGE FOR HIM TO CALL US - HE
  HAS NOT CALLED YET AND WE WILL BE REACHING OUT TO HIM AGAIN - THANK
  YOU

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21153444
  
  I am rejecting this response because: Last week rock city was served to appear at small claims court. This was after months OF NUMEROUS contacts to resolve my junk motor issue with " replacement will be there Friday" a couple of times and NO response the business email I sent with the message of legal response to follow. The business email states that responses will be within 48 hrs.  As of this writing my CC account shows no refund and my phone shows no contact. They did call me the day they were served with a baloney story. THERE ARE MANY EXAMPLES OF THIS SAME FRAUD FOR THIS BUSINESS. I'm no stranger to court and now if the judge agrees court costs and lawyer fees will apply.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/06/2023

  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.

  Sept 06-2023 purchased a motor on ****,rock city claims it was delivered thru r&l carriers we called R&L the tracking numbers are not valid rock city will not send us info to where it was delivered and who signed for it they say r&l made 3 attempts to deliver R&L has our personal phone number and always call us app.1/2 hour before delivery. rock city will not except our calls nor will **** help,we order motors transmissions,etc from all over the us and some from ******. this is the first time in the many years my family has been in business that someone has kept the product and the money

  Business Response

  Date: 10/16/2023

  the item was purchased on **** and all the tracking was uploaded as per **** is very specific to the agreed upon policies as sellers and buyers. We did upload the correct tracking. 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20707067
  
  I am rejecting this response because:
  The tracking number they sent shows that the engine was not delivered. I contacted R&L Carriers and they have no record of that engine being sent to my business. 
  Sincerely,
  
  *******************

  Business Response

  Date: 10/26/2023

  THE TRACKING NUMBER DOES SHOW DELIVERED . 

• Initial Complaint

  Date:08/07/2023

  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.

  Purchased an engine and it was delivered to my mechanic who told me it was defective. Sent the engine back and ********* refused to accept delivery. I have been trying to rectify the issue. There is a refund policy but with them refusing delivery I cant receive my refund.

  Business Response

  Date: 08/07/2023

  IN APRIL 2023 THE ENGINE WAS PURCHASED OVER **** WITH A 30DAY WARRANTY - THE ENGINE WAS SHIPPED AND RECIEVED TO THE **** THAT THE DIRECTED US TO SHIP TO MECIAS AUTO ***************** AND WAS SHIPPED AND SIGHNED FOR IN GOOD WORKING ORDER WITH AAA ****** TRACING NUMBER 2871139000. 

   THE CUSTOMER CLAIMS HE CONTACTED US WHICH THEY DID NOT THE CONTACT US ABOUT ANY ISSUE THEY WERE HAVING ON **** OR ON THE TELEPHONE DURING THE WARRANTY LISTED PROVIDED BY **** AS WELL.

   THE CUSTOMER DID CALL US FOR THE VERY FIRST TIME IN THE 4TH WEEK OF JULY 2023 AND SAID TO ME THAT HE SHIPPED AN ENGINE BACK BUT HE SHIPPED IT TO THE WRONG LOCATION (NOT US) AND ASKED IF WE COULD GO TO ********* AND PICK IT UP. WE TOLD THE CUSTOMER THAT WE WERE UNABLE TO DO THAT AND IF HE WANTED TO RETURN SOMETHING TO US THAT THEY WOULD NEED TO ACTUALLY SEND IT TO US AND NOT SOMEWHERE ELSE. 

  THE CUSTOMER IS SAYING THAT WE REFUSED A RETURN WHICH IS NOT TRUE BECAUSE WE NEVER HAD ANY RETURN FROM THEM AT ALL AND WE NEVER EVEN NEW THAT THEY WERE WANTING TO RETURN ANYTHING AS IF THAT WERE THE **** THERE ARE VERY SPECIFIC POLICIES ON **** THAT WOULD ALLOW THEM TO RETURN THE **** OR EXCAHNEG IF THAT WERE THE ****. 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20425870
  
  I am rejecting this response because:

  It is not completely true. The shipment was obviously signed for and it is very likely that signing the shipping label means that the package was delivered in an acceptable way. 
  
  There is no way that the mechanic checked the engine at delivery because it was not removed and installed prior to the label being signed. Rock City was contacted prior to a the engine being returned. Someone from Rock City spoke to the mechanic about trying to fix the engine before it was returned.  The mechanic refused to attempt any repairs because he didnt want to void the warranty. Someone from Rock City sent the shipping label on June 9th that was used to return the engine. I spoke with the shipping company, R&**********, who delivered the engine to Rock City. They stated that Rock City refused to accept the engine because it was out of warranty. If the engine was out of warranty, why would they provide a shipping label and agree to let the engine be returned. The **** policy of a 30 warranty is not reasonable in this case because the engine could not be immediately tested. Rock City stated that the engine was tested at their shop prior to delivery. I have not received any proof of that test. The engine had a bolt missing that should have been provided. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2023

   

   ******* we never spoke to your mechanic about anything ever but we would have been more than happy to speak with him or anyone about any issue . We never sent any shipping label for the engine at all as in your last message said you returned the engine to us which whis also is not true because we never got anything back from you at all.  

   The **** add has a 30day warranty listed as per ebas policy we are required to list the item with the warranty period in this case was 30day part warranty as when you made the purchase agreeing to the add terms as required from both buyers and sellers on ****. Also the June 9th date would have been far past the warranty that was listed with the engine as well. 

   As for a bolt missing from the engine as you are now stating if this was something of any importance then i imagine it would have been brought up at the time of delivery and if it were over looked then it would have been brought up at some point during the following weeks at some point. 

  as of today we have not got any engine back from you as your original claim was that you returned it which is not true, also if you didnt want a 30day warranty but something longer then why didn't you just buy an engine from another place that had a longer warranty instead of choosing ours with a 30day? 

   

   

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20425870
  
  I am rejecting this response because:

  The attached shipping receipt from R+L Carriers clearly shows the engine was sent to Rick **** and refused. The Carrier is now asking the mechanic to pay for a second delivery since Rock **** refused the delivery. The document shows the delivery date was June 14th. Now its likely the shipper will now be stuck with an engine to cover the delivery charges.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2023

   

   WE NEVER SET UP SHIPPING AND IF YOUR MECHANIC IS BEING BILLED FOR SHIPPING THEN CHANCES ARE HE MIGHT HAVE BEEN THE ONE THAT SET UP THE SHIPPING - YOU CALLED US AT THE END OF JULY AND SAID YOU SENT THE ENGINE BACK TO THE WRONG PLACE AND ASKED IF WE WOULD BE ABLE TO DRIVE TO THE NEXT STATE OVER AND GET IT AND WE TOILD YOU WE WERE NOT ABLE TO DO THAT- WE DID NOT SET UP ANY SHIPPING AND WE HAD NO IDEA THAT YOU WANTED TO RETUEN ANYTHING TO US AS YOU DID NOT DO ANY OF THIS WITHIN EBAT WHERE YOU PURCHASED THE ENGINE. WE DID NOT REJECT ANYTHING HERE ON JUNE 14TH OR ANY DAY BEFORE OR AFTER THAT. 

  Customer Answer

  Date: 08/13/2023

   
  Complaint: 20425870
  
  I am rejecting this response because:

   it is pretty clear that someone from ********* has been communicating with me based on the two items I have Attached. What I dont know is who is responding to the complaint from the BBB. It doesnt seem to be the same person. It is unfortunate that someone running a business that sells used engines would have such poor customer support. Please check to see if anyone from your company sent this label shipping label or any of these texts. If not there may be a bigger problem where your company has been compromised in some way.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2023

   

   ************;

    yes we are responding to every call email text voice mail just as we would have done if someone on **** would have reached out to us and thank you for recognizing that. We are sorry you feel that the customer support is less then what you expect. ******* , you have said that you returned an engine to us which is not true. We have not provided any return label to you and we have not received any engine back from you as you claim. We also have not rejected any engine as well. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20425870
  
  I am rejecting this response because:

  Rock City is still saying they did not send me a shipping label. My previous response includes a shipping label that was sent to me in a text string between me and Rock City. I would like someone from Rock City explain to me how the shipping label got into the text string. I still have not received any proof that this engine was tested prior to shipment as stated by Rock City. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2023

  We never got any return back from you.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20425870
  
  I keep receiving a response that you never received the engine rather than responding to the request for proof of testing or an explanation of why I received a shipping label from you. 
  

  If I return the engine to you now, what will happen?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/15/2023

   

   We never sent one to you and we never got any engine back from you as you claim. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20425870
  
  Are you saying the engine I have did not come from *********?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/17/2023

  Now im confused. First you said you returned an engine you purchased from **** to the wrong place and now you are saying you still have the engine you purchased from ****?

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20425870
  
  I said I attempted to return an engine that was bought from you via ***** You said you didnt receive the return. You also said you didnt sell me an engine. I asked what would happen if I returned the engine to you at the proper address. Please answer the question of whether this engine is returnable and also please provide proof of this engine being tested before delivery.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/18/2023

  THE PARTS WE SELL HAVE A WARRANTY LISTED ON THE ***** CONTRACT INVOICE. PARTS THAT ARE PURCHASED ON **** ALSO HAVE A WARRANTY CONTRACT LISTED AS WELL. YOU WOULD NEED TO REVIEW THE WARRANTY THAT YOU PURCHASED O DETERMINE THE WARRANTY PERIOD.  

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20425870
  
  We seem to have come full circle back to the point where Rock City has determined to provide no customer support and no proof of a test that was performed. None of my questions have been answered. We already covered the fact that the standard warranty period expired due to the time it took the mechanic to get the motor installed. You have offered no support or assistance to me to try and make this situation better. I still have a motor that I cannot use without getting it fixed and you have given me any proof that you sent me a functioning motor.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/21/2023

   

   We have customer support for the warranty period listed on our invoice and if you purchased it from **** they do as well. If your mechanic was not able to do the job you asked him to in the time period you asked him to then i suggest maybe going back to him. you also have said you returned the part to us which is also not true as we never got anything back from you at all as that claimed was made but is not true. The warranty period is something that we do sell with our parts same as if you purchase a tv or a used or new car, the warranty periods are listed as well and we are no different then those companies. I am sure whoever made a purchase read the limited warranty listed as when they agreed to the purchase also agreeing to the warranty. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20425870
  
  I am not disputing the fact that there was a warranty that was accepted and had expired. I am questioning why you havent provided proof of testing the motor. I am also wondering why you say you havent received a motor that was sent to you and rejected by you. The address on the website shows ********************************************************. The address on the attached shipping label from R+ L Carriers is the same as the address on your website. Are these addresses incorrect? 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/24/2023

  If proof was requested - we might have been able to provide at the time of sale 5 months ago. You keep claiming you or your mechanic sent an engine back to us but that's not true as we never got anything back from you and  never rejected anything. In fact when  ****** called he told us that he tried to return the engine to us and we had no idea that he was even trying to do since it was months out of warranty ,  but he said he sent the engine to the wrong place and was asking if we can send a truck to different state and pick it up.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20425870
  
  If proof was available five months ago, what happened to it. You still didnt confirm if the address was correct. The shipping address I provided was same address the shipping company used. If they made a mistake and delivered the engine to an incorrect address, please let me know and I will request that they return the engine to the correct address.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/24/2023

  WE ONLY KEEP RECORDS ON HAND FOR  ONLY S LONG AS THE WARRANTY AND IF ANYONE WOULD HAVE ASKED LIKE I SAID IT MAYBE COULD HAVE BEEN POSSIBLE BUT NO ONE EVER DID. AS FOR ANY MISTAKE MADE BY SOMEONE THAT MIGHT OR MIGHT NOT HAVE SHIPPED SOMETHING FOR YOU, YOU WOULD NEED TO ASK THAT PERSON AS WE CAN NOT ANSWER FOR SOMEONE ELSE.
  

   

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20425870
  
  Please confirm your correct shipping address?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/24/2023

  our address is what we advertise ******************************************************** 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20425870
  
  The address you provided is the address where R+L delivered the engine that you say you never received. Is it possible someone at your location rejected the delivery of the engine?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/29/2023

  WE HAVE ANSWERED THIS AME QUESTION MANY TIMES- NO WE DID NOT EVER GET TI AND AS WE WERE CALLED ORIGINALLY BEING TOLD THAT IT WAS SHIPPED TO THE WRONG LOCATION IN A DIFFERENT STATE. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20425870
  
  Thanks for the confirmation. It appears that the mistake was due to R+L delivering to the wrong address. I will have them deliver the engine to the correct address since they delivered to the incorrect address previously.Who is the contact person to receive this delivery?
  
  Sincerely,
  
  Timothy Cannon

  Business Response

  Date: 08/29/2023

  ALL YOU NEED TO DO IS GO TO EBAY AND GO THROUGH THE RETURN PROCESS. IF IT IS STILL WITH IN THE WARRANTY THEN THEY WILL LET YOU PROCEED, AND IF ITS PAST THEN THE WILL NOT. WE HAVE MENTIONED THIS SEVERAL TIMES BEFORE. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20425870
  
  We already know the warranty period has passed. This has nothing to do with EBay. This conversation is between you and I. If you are not planning to make any effort to assist me with this motor that I am not able to use, please let me know.
  
  Sincerely,
  
  Timothy Cannon

  Business Response

  Date: 08/29/2023

  OUR WARRANTY WOULD BE FOR WHAT EVER WAS SUPPLIED WITH THE PART AS WE HAVE MENTIOENED SEVERAL TIMES BEFORE? . OUR WARRANTYS DO NOT LAST FOREVER WE ARE NO DIFFERENT THEN ANY OTHER COMPANY AND IF IT WAS PURCHASED ON EBAY THEN YOU WOULD NEED TO GO THROUGH EBAY FOR THE WARRANTY.