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:01/04/2024

  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 motor for my vehicle. Upon purchasing I was told this motor was taken off the car that was repo and physically drove back to the shop and there was no lights on on the dash so the engine was perfect. Upon getting the engine, my licensed mechanic realized that they had given us the wrong engine we had also bought the six month extended warranty through Brewster auto salvage. We asked them if it was possible to return this engine so we could get the correct engine that we had asked for. We got crickets they didnt respond. Finally their manager did and told us it would just take us changing out the fuel pump . They did not want to cover this and there was also a broken chain guide on the engine. So there was no way this car was ever driven back to the yard to begin with. They refused to fix the broken chain guard refused to return the engine and offered $350 towards fixing , the engine to the correct fuel pump so the engine would be compatible. to fix this it was far more than $350 so we did ask them to please remedy this by giving us the correct engine that we had paid for and we would return the engine. They did not want to have that. Finally **** admitted that what they were doing was completely wrong and he was going to solve this problem. Come to find the following week he was fired. I was talking with ****** and he said that the owner agreed to pay me $700. Just keep my mouth shut and keep the engine but what theyre not understanding is I have an extended warranty. They sold me a noncompatible engine with a broken part on it. We sent photos of the broken part we also sent photos of my engine that was originally in my car opened up to exactly what needed to be done. We explained to them in an email that this was my original engine and not the engine and that we would like to return this engine and get our correct engine, have them pay for the cost of making this engine, compatible and fixing the guide, or getting a refund. No resolution.

  Business Response

  Date: 01/24/2024

  on 01/18/2024 consumer came and exchanged used engines with us.  They returned our used engine and received the replacement used engine from **.  However as far as the warranty goes it is 6 months from the original purchase date of 10/26/2023.  As that is the original purchase date.  As you will see from the  attached invoice 

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their response is not fully true. They did NOT just do an exchange. They charged us an EXTRA $1250 and refused to take our credit card to pay it. Forced us to pay in cash and was very unprofessional in bad mouthing everyone and everything. They stuck us between a rock and a hard place, they sold us the wrong engine to begin with that wa broken. The engine would have never worked. The engine should have been exchanged immediately. They dragged their feet. The owner even said he would have just exchanged it but after asking to speak to him he would never call us back and my wife only met him at the exchange and for him to charge  her $1250 Extra even though they sold us the wrong motor and had a warranty, they waisted our time with not just exchanging it for the correct part or honoring the warranty. How does a business charge extra for their mistake and to someone who has a warranty. What they did was shady and wrong and again wanted cash so they didnt have to tax and pay sales tax to **************. We are not satisfied and this is not handled yet. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 02/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We absolutely did not agree that the mechanic messed up the engine. Your former employee actually said that you guys were to blame and then ironically enough either left or was fired the very next workday. When this was being told to you, you said you didnt wanna hear anything about it your employee said you guys made a huge mistake and then was gone exchanging an engine means exchanging it out, not charging a customer more money you left us between a rock and a hard place and the fact that youve done this to so many other people speaks volumes. There is even other complaints on the Better Business Bureau for the same exact issue, as well as ****** and yelp for the same exact issue, which goes to show you have done this to so many people, so please stop with your shady business . You sold the wrong part, and the part was broken to begin with pictures were immediately sent to you as well as video and your employee agreed it was your businesses fault.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/22/2024

  We are not sure what you want at this point we honored the warranty and replaced the used engine.  The used engine is in the vehicle and running good, even though your mechanic opened and messed up the original used engine 

  again we honored the warranty and replaced the used engine, for you.  If during the warranty period you have a problem please feel free to reach out and let us know, and we will see how to help you with any issues that arise from this point 

• Initial Complaint

  Date:12/29/2023

  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.

  At the end of August, 2023, I purchased an engine from Brewster's. I gave the year of the vehicle so that they could match me with the correct engine. They sent the wrong engine. It does not work in my vehicle. When I spoke with them on the phone, they refused to listen, hung up on me, and also told me no returns. My daughter, who needed the engine for her vehicle spoke with Brewster's, the mechanic doing the work spoke with Brewster's and they still would not replace the engine or give us the money back. I called again last week to see if they were ready to talk yet. They were friendly but now say they can't find the invoice number. They did not put an invoice number on the paper work that I received from them. I have called 3 different times in the last week and have gotten NO resolution from them. All I want is an engine that will work in my vehicle. If that means sending this one back in exchange, that is fine. If it is refunding my money so I can look somewhere else for the correct engine that would be fine too.

  Business Response

  Date: 01/10/2024

   

  Hi, It is nearly impossible  that the engine we sold the customer is not compatible with her vehicle as the customer stated. Chevrolet only produced one specific engine for a 2008 Colorado 3.7.   We sold many of these engines over the years.  We are also giving the vin for our vehicle *****************.  We purchased the vehicle from Insurance auction IAA.  Customer saw the engine online and ordered it from us so if the customer has a 2008 ***** Colorado 3.7 liter engine than that's what they got.  The customer contacted us way after the 30 days exchange and warranty period was over as we do only offer a 30 day exchange warranty. The customer contacted us in mid to end of December 2023 the engine was purchased in August of 2023. if the customer had contacted us about any issues they were having during the warranty period we would of assisted them. We cant help them at this  point its way passed the warranty period at this time.  The customer purchased the used engine from us on August 31,2023, which means that the warranty would have expired on September 30, 2023. 

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My daughter and the mechanic both reached out to Brewster's at the beginning of September 23.  Brewster's argued with my daughter and her mechanic on different occasions.  It wasn't until Brewster's said they would only talk to the person whose credit card was used that I became involved. Now it is after the 30 days.   Brewster's refused to listen to either  of them and even hung up the phone on my daughter.  It was in October when I reached out to Brewster's.  I had first contacted by bank explaining the situation and the bank gave me my money back. After they spoke to Brewster's, the bank then took the money back from me and gave it back to Brewster's.  This giving back of my funds was on October 31, 2023.   Then Brewster's asked me for all the information I had because they kept saying they couldn't find the invoice.  I sent them all the information that I had.  They responded with an email saying that this was a swap.  We did not swap anything.  We paid for an engine. There was no swap involved. They said we asked for an engine wire harness, which we did not ask for.    They keep changing all their responses to us.   

  What we thought we were purchasing was a 2008 Colorado 3.7.  It has too many sensors on it so it does not work in my daughters vehicle.  The extra sensor  (camshaft sensor) and another sensor were on this engine.  If it had been a 2008 it would not have had these extra sensors.  With Brewster's story always changing, not being able to find our information, claiming I didn't speak to them until December,  saying that it was a swap, saying we were asking for extra parts that we did not ask for, I do not trust that they are speaking the truth about this engine.  

  All I want is an engine that works.  We can not use the one they sent.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/24/2024

  this used engine did come out of a 2008 colorado,  consumer is now stating that it has extra sensors on the engine.  the extra sensors do not matter as they are just there and do not have to be plugged in  The consumer probably did not even attempt to put it in their vehicle and any mechanic would now that you can have extra sensors and it would make no  difference in the performance of the engine.    We would never hang up on customers, unless the cusotmer was being really rude and using foul language at us.  We would also not state that they asked for more than they did.  The customer asked for and received a used engine for a 2008 colorado from **.  We did supply the vin for the donor vehicle in the first response,  however i will share it again in this response and the consumer can run the vin to see that it came out of the same vehicle.   ***************** this is the vin for the donor vehicle, so that we can all be on the same page that it was a 2008 colorado that the used engine is from.   

• Initial Complaint

  Date:12/14/2022

  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.

  Whish I would have read the many complaints with BBB and Yelp. Brewster listed a SPECIFIC ENGINE from a 2014 ****** Impreza with 58K. (my research shows 2014's have less issues). I agreed to purchase ONLY THAT SPECIFIC ENGINE! not "something would fit/work"! The quote, emails have a specific stock# (invoice shows 2014). I was shipped a very corroded, ***** and signs it sat out in the elements for quite some time with a totally different stock#? I called about the stock# and told "it was out of a 2012 with unknow miles". (2 years older with unknow miles worth much less). Then I explained I purchased a specific 2014 engine with 58k! The rep then responded "the lot guys put the wrong numbers on all the time" and now that was the engine I ordered! He even claimed he knew everything about ******'s and a 2012 has a plastic timing cover, so that proves I have a 2014 (wrong). I was told I have no choice but to install it ($1500+fluids my cost) and only if it had an issue they would do anything??? I asked what happened to the stock# I purchased and was told it was "not in their system". (was still on car-parts that day!). I later received a call from another rep confirming I didn't get the specific engine I bought and livid with their lot guys and now found the one I purchased (another lie). I asked if they could prove it and she said "that's what the lot guys told me" (the ones that "can't put the correct numbers on parts"). Then I was told I can ship it back ($3-450 my cost) plus 30% restocking fee, then told I was shipped an engine that would "fit/work in my vehicle" and that's what I received. I requested a total refund+shipping and said if this engine had any value Brewster would pay for shipping apparently it's not worth the shipping cost unless I pay for it? This bait and switch is very common with them according to all the previous BBB and Yelp complaints! I'm tired of getting the run around, I have sold the vehicle so replacement is not an option.

  Business Response

  Date: 12/21/2022

  The customer ordered a used engine form **, which we did supply to them. 

  However we have reach an agreement of taking the used engine 

  back. form the customer 

  
  

  *******

  Brewster Auto 

  ************

  Business Response

  Date: 01/25/2023

  The customer did receive a full refund, as they did a charge back with the credit card company.  Which did them the full amount back 

  Thus if we do give the customer a refund on our end they would receive twice the money back.  

  If the customer did not do a charge back then we would have refunded the money back to them.  But by doing the charge back and getting 

  the money back from the credit card company they did indeed get a refund 

  I do not know how else to help this customer other than telling them that they did receive a full refund by doing the charge back and receiving the money back through the card company that he used to purchase the used engine 

  
  

  *******

  Brewster Auto 

  ###-###-####

• Initial Complaint

  Date:10/25/2022

  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.

  I purchased a used replacement engine from Brewster auto. Prepared the engine to go in by transferring over good components from old engine. When I went to remove the old oil I realized the replacement engine is no good. The oil is so badly guncked in there that I wouldn't all drain over night. This is not a good replacement engine. Which is what I was sold on. Upon requesting a replacement or refund. They informed me that I would have to install the no good motor to qualify for a replacement or refund. If you could help me resolve this issue, it would be greatly appreciated.

  Business Response

  Date: 11/14/2022

  This is in response to the customers complaint 

  
  The customer came in and purchased a used engine and transmission from us.  The customer called the next day and said that 

  both the used engine and transmission were no good, ************** talked him through what to do with the used transmission as 

  well as the used engine, explained that they would have to change the oil that was still in the used engine.  The customer called 

  again the following day and said that the used transmission was good, also stated that they put the used engine in the car and it was 

  knocking, we then asked for a video of it in the vehicle with it knocking, the customer never sent that to us.  

  
  The customer called again the next day and stated that they never put the used engine in the vehicle, and that it was no good, how 

  could the customer tell if the used engine is no good and knocking if it was  never installed into the vehicle how could the customer 

  tell if it was knocking.  

  
  We do have a video of the vehicle that the used engine and transmission were taken out of driving around the yard with no issues 

  we can supply that if requested

  
  
  

  *******

  Brewster Auto 

  ************