ComplaintsforCousineau Recycling

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a Clinical Consultant currently traveling to assist facilities struggling with their infection control practices and high volume Covid cases. My time for calls, handling issues is precious in an extremely stressful environment. I called Cousineau Auto in Appleton and I shared my situation. My son's Auto had engine damage and we needed to replacement engine in lieu of astronomical used car prices. I was provided a quote and was told that I would receive a call from **** in sales. I did receive a call from **** and another engine was purchased at his recommendation. We had previously been taken by an unethical business and **** stated, "We'll take care. We offer a warrantee..so no worry there". When the engine did not arrive on its promised date, I followed up with a call to Cousineau. I was told that no engine purchase was made there and all they could find was a quote. After hours of panic, **** called me back to tell me that all was good. The engine was on its way and it was actually coming from Cousineau RECYCLING in Antigo. I had requested to work with Cousineau Auto in Appleton and in turn was receiving an engine from a company described as "Same family, completely different business". Each company is represented by a gentleman named ****. My son drove to his first day in his post college job only to become stranded on a -20 degree morning. This was extremely alarming as I was out of state on assignment and AAA had hours of backups. It was towed and follow up shows multiple sensor failure. "****" with Cousineau states only engine block is covered under warranty. The report from diagnostics showed extensive rust throughout the engine, likely contributing to those sensors failing. I called **** to report the above and he stated he would look into it and call me back. When no call was returned, I called again and stated that BBB would be contacted. This is a heartbreaking example of Bait and Switch during a Covid nurse's vulnerable time.

  Business response

  02/04/2022

  SEE ATTACHED

  *** following is the reply to complaint ID ******** submitted on 1/20/22. ***re are in fact two different companies with similar names, and both have a salesperson named ***** *** customer did call both companies asking for the same item and ordered from both ******, once it was established the customer had been calling both stores, I explained to them the difference and that I would be taking care of them. *** order was Placed on Friday 10/22/21 and was delivered to the customers mechanic on Tuesday 10/26/21. I was never contacted or told that there was any rust issue or any other problem for that matter after the engine was delivered to the customers mechanic.

  *** customer called on Wednesday 1/19/22 and explained to me that her son's car had broken down and the engine sold them was defective due to excessive rust, I explained to the customer that rust would be unusual for an engine to fail or be defective. *** customer provided me With the name Of the shop where it had been towed to and I agreed to call them to find out what issues the vehicle was experiencing. 1 called **** at Northside Auto and she explained what issues they were experiencing with the car. She explained there was rust on the engine but not more than a typical engine in *********, **** explained the engine wasn't defective but there are multiple items on the customer's car that are defective and causing the engine to not run correctly. A copy of the estimate from Northside Auto was emailed to me for review which I am attaching for your review,

  *** customer called the following day and asked for an update and as I began to explain the defective items on their vehicle were the issue not the actual engine, they became enraged. Before I could explain they began calling me an "anti-masker" and a "anti-vaxer", When I asked them why she would say that they replied, "l can just tell". ***y then proceeded to tell me that they had already turned me into the BBB hung up on me,

  I believe based on the information provided from Northside Auto and my 30 years of experience in the auto salvage business the engine didn't fail nor is it defective. *** issues the customer is having are routine maintenance items not a direct result Of a defective engine. *** customer never gave me a opportunity to explain anything to them and therefore is proceeding uninformed, I don't think the customers personal issues should be a factor in this complaint either. 1 have included the definition of bait and switch which would be absurd to call this complaint a case Of. Bait-and-switch is a forrn of fraud used in retail sales but also employed in other contexts, First, customers are "baited" by merchants' advertising products or services at a low price, but when customers visit the store, they

  discover that the advedised goodS are not available, or the customers are pressured by salespeople to consider similar, but higher-priced items ("switching").

  Everyone's life has been affected by Covid, for the customer to suggest I target vulnerable Covid nurses would be false and slanderous

  Please feel free to reach me at the enclosed address and phone number

  Customer response

  02/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response contains significant misinformation. I had called the company to explain what Northside had told me. There were multiple sensor failures and it was mentioned that the engine had significant rust on the areas that made contact. The business's response saying that Kara (clerk) found the rust to insignificant is untrue. 

  I was told that I would receive a call back from **** so that he could "look into things". I did not receive a call, so I called again. **** was condescending and dismissive and I began to sob on the phone. I explained why I was crying; I am a Clinical consultant in the trenches of Covid. My day is full of people in distress, people imminently dying, and it is my job to fix the problems in healthcare systems. The only reason why the subject of Covid came up was to explain why I was sobbing. I was trying to handle all this for my son while away from my family.  Being taken advantage of while in this battle...that is upsetting. To hear him state, "Covid has affected everyone" is offensive when I was speaking from the heart. 

  
  

  I was told that this engine was "in nice shape", was being removed from a vehicle and should give the car a significant amount of engine life.  **** knew that I had encountered a fraudulent seller previously and was a bit cautious.  **** stated, "You've got no reason to worry. We'll take care of you".  When I called Cousineau auto in Appleton, I received a call back from Cousineau Recycling identifying as the same business.  This is a bad practice from a bad business.  I do not need an explanation of the definition of "Bait and Switch". 

  
  

  Please see pictures attached which include several of the engine as well as the statement from Northside Auto stating that the multiple sensor failure was likely due to the excessive rust.

  
  

  This engine was covered under a warranty and I expect this in return for the horrible experience. I am prepared to move forward today with small claims legal proceedings if not refunded. 

  
  

  
  
  Regards,
  
  ***************************

  Business response

  02/07/2022

  Had you not hung up on me I would have told you that you are welcome to return the engine for a full refund.  

  You can return the engine for a full refund if you chose.  Nobody is taking advantage of you or your situation.

*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. ↩