ComplaintsforSunwest Automotive Engines Inc

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyer Beware! I purchased a ****** Long Block engine from Sunwest to replace my daughters blown engine in her Forester. After having the new engine from Sunwest installed, within an hour of driving out of the shop, we noticed a rattling sound coming from the engine, and the Check Engine Light flashing. I called Sunwest, and was told that before they could do anything, we would have to replace the oil solenoid, which fixed the problem 99% of the time. It did not fix the problem, but it did give me another part and labor to pay for. Sunwest then asked for a video of the problem, then decided to have us pull the engine again and send it back. Labor and parts for pulling and replacing the engine a second time is about $1700. I had no other choiceI had it pulled and sent back. A week after it was received, I called to get a status on the engine and was told that there was a bearing issue in the engine. He said that it may have been a bad part or problem with the installation but could not find anything that the mechanic had done wrong. The engine was bad from the start. After a week of unanswered phone calls and emails, I was finally able to get ahold of the owner, who reiterated the fact that they would only cover $50/hr on the labor, per their warranty. This leaves me, the customer paying the remaining $72/hr labor and all the parts/fluids to have the engine installed a second time, which comes out to about $1100for their mistakes. So, because Sunwest sent me a defective engine, I will get to fork out an additional $1400. It has now been in the shop for 3 months. Additionally, regarding the core deposit, the original blown engine that I sent back was deemed to be too blown, so I will only be receiving $150 back rather than $500. So, because I chose a Sunwest engine, I will be paying an additional $1400 and the car has been in the shop for an additional 2 months from when we tried to pick it up the first time.

  Business response

  09/28/2022

  Mr. **********; purchased a remanufactured ****** Ej25 long block engine from us in July 2022.    After install he was experiencing a problem and receiving a P303 misfire code.  Our warranty department tried to fix the problem without having the engine pulled and returned to us but was unable to solve it.  We informed ************* that the engine would need to be pulled and returned to us to find the problem and repair it.  He was informed that per our warranty if the issue was a our fault we would cover the shipping , repair, and the removal and installation labor at our warranty rate of $50 an hour.  If problem was not our fault then ************** would be responsible for the repairs and shipping.  

  After receiving and inspecting the engine in September we found that the  rod bearing in cylinder four was bad but we could not determine what caused the failure.  Since the cause of failure could not be pinpointed on either our manufacturing or the customers installation we covered the repairs at our cost per our warranty.  A copy of our warranty is sent out to every customer who purchases a long block that comes with one and a copy is also available on our website before purchase.   Our warranty coverage is industry standard for all engine rebuilders.  

  We a currently in the process of repairing ***************** engine, per our warranty, and will ship it out with another complete gasket set for installation.    

  As for ***************** core return, the core deposit is dependent on having a rebuildable core, that is how we maintain out stock of cores to be rebuilt.   ************* was mad aware of our core return policy at the time of purchase.   There were some parts of his engine that were salvageable so we issued a partial refund.

   

  Customer response

  10/03/2022

   
  Complaint: 18140743
  
  I am rejecting this response because: This should not be a warranty issue. This engine was sent in a defective state. After it was sent in for evaluation, Sunwest found that it was not a problem with installation, and the engine problem was evident as soon as we picked it up from the mechanic so there was no chance for wear and tear. As it is an internal part of the engine that is completely sealed in, it could only have started out defective. Because I have had to have the engine pulled and replaced, I have incurred an additional $2,000 in charges, which Sunwest will only reimburse approx. $650. This leaves the end consumer paying approx. $1350 because a defective engine was sent out.

  Additionally, in Section 6 of Sunwest's Warranty Document, it states:

  THERE IS NO WARRANTY UNLESS A COMPLETED WARRANTY REGISTRATION CARD WAS RETURNED TO SUNWEST AUTOMOTIVE ENGINE, ********************. IT IS THE CUSTOMERS RESPONSIBILITY TO COMPLETE AND MAIL IN THE WARRANTY REGISTRATION CARD NO LATER THAN 15 DAYS FROM THE DATE OF 500-MILE SERVICE FOR THE WARRANTY TO BE IN FORCE.

  As I have not had the engine long enough to put 500 miles on the vehicle or have a 500 mile service done, this should be handled above and beyond the warranty. I would accept a full reimbursement for the labor charges, or a partial refund for the original purchase in the amount that matches the labor charges.
  
  Sincerely,
  
  ***********************

  Business response

  10/20/2022

  Again we are sorry that ************** feels this way.  We addressed the situation promptly, despite ***************** claims, and the repaired engine has been sent to him.  Furthermore we have received a bill from ****************** installer and we be reimbursing him for the labor at the warranty rate of $50.00 an hour. 

  ****************** assertion that our warranty does not apply  because the problem presented itself before the initial 500 mile check, and therefore the warranty does not apply is wrong.  The warranty applies from the date of purchase, however, if the customer fails to register the warranty at 500 miles, the warranty is then voided.  

   

  Again we could not  definitively determine what caused the failure, whether it was a manufacturing defect or installation error.  Usually there is a clear cut case of either manufacturer's defect or some error in installation.  In this case there was neither.  SO we covered it per our warranty through customer goodwill when we were not required to cover it at all.    

   

  We feel we have went above and beyond to take care of ************* as we do with all our customers.  We wish him the best going forward with his engine and if he has any further questions or concerns we are more than happy to help him.  

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