ComplaintsforEngine Shopper, LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I bought from SWEngines.com on Oct 12,2023 for my 2013 VW Beatle for 3.7k paid on my Capital1Spark Card.The wrong engine was sent with missing and broken parts. The engine delivered had ****** miles while the one I ordered had 55kmiles. The warranty posted on their website was fraud and promised to cover the payment for any repair of any engine or Transmission during the warranty period. They acknowledged approval for the warranty and even promised me a new replacement engine better mileage than what I paid for originally. 12/18/2023 they said they had engine and were ready to ship. Messages were left for **** and ********** and spoke to ***** calls were returned, but their answers were ultimately just empty promises to deliver on both 12/28/23 and 01/10/24. The State of Wisconsin had a class action, complaint is part of a larger pattern. In June 2017, the ******************** of ******* took action against ************************************* World, LLC along with 13 related businesses.The business, which is headquartered in *********, is accused of deceptive marketing and unfair billing practices. You go online, you want to shop for engines, they come up on the first page. So, they have high visibility, they have thousands of customers, but they have hundreds of complaints, said *************************, president * *** for the BBB serving *****************Please help hold SWEngines accountable and help me get a refund and reimbursement for associated costs. I take care of my two parents that are terminally ill with Alzheimer's and Lung disease alone. SWEngines forced me into car I couldnt afford and left me ******* for months. Im almost bankrupt trying to pay for the car and still owe the credit card company $3700 along with the money I borrowed to pay the mechanic for the old install/un-install of bad engine.I have them the address several times over verbally and by email as they used that as an excuse to not sent it before also. Even with emails as proof

  Business response

  07/01/2024

  The complainant purchased a used engine and is requesting a refund.
  
  The complainant purchased a used engine on 10/12/2023 and the engine shipped out on 11/202/2023. The complainant alleges that the engine arrived with missing and broken parts and had more miles on it than advertised. The complainant did reach out to us and we did have a replacement engine ready to send them.
  The specific sections of the Terms and Conditions state as follows:
  9: All residential deliveries incur a $150 shipping charge, unless agreed to otherwise
  
  12: Exchanges or Store credits only after the part has been in customer possession for more than 30 days.
  
  15: The stated mileage is not guaranteed and is correct to the best of our knowledge.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, the complainant wanted the replacement engine shipped to a residential address which we stated they needed to pay a residential delivery fee. The complainant did not want this and a replacement engine was not shipped out. The complainant still has the original purchased engine and it was never returned. The complainant did file a chargeback dispute on 02/20/2024. The response to the chargeback was it was not won in the complainants favor. The complainants request for a refund is not approved.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

  Customer response

  07/05/2024

  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.

  The engine we purchased was supposed to be around 55k miles and the engine we received was 91k miles. ****** double what was advertised. Even if the mileage isnt guaranteed, double the advertised mileage is deceptive.
  
  Regardless of the high mileage, the engine arrived broken and not functional.
  
  The refusal to send the engine to a residential address is an oversimplification of what occurred. This is the series of events leading up to trying to receive the engine at a residential address:
  
  Unique Auto installed the engine and found that it was broken. Unique submitted the warranty request on December 5 and a week or two later SW Engines confirmed Unique Autos address as where we wanted the replacement engine shipped. Confirmation of shipment to Unique's commercial address was given over the phone and email.
  
  Weeks after, the engine still had not been shipped out after multiple emails and phone calls (from myself and the shop) looking for tracking information.
  
  Meanwhile, the car had been taking up space at Unique and the owner of Unique said they did not want to receive the engine anymore because the car and bad engine had been sitting at the shop for months. On phone calls with SW Engines, we were told to dispose of the engine and wait for the new one to arrive.  
  
  This is when we request to send the engine to a residential address, because we had lost our mechanic. When we were told that it would be an extra $150, we asked for a refund instead because multiple reviews online said Engine Shopper kept the $150 fee and never sent the engine.
  
  In regards to the credit card dispute. The bank advised that if SW Engines confirmed they sent the engine by email, it was OK to not push forward with the dispute. In an email with SW Engines they confirmed the engine was on its way and then stalled long enough for the dispute to settle in their favor. The dispute was resolved based on the assumption that SW Engines sent the engine, which they never did.
  
  The issue is that, because of SW Engines handling of this experience, we have had to pay for the install, removal and repair of a bad engine, which has cost significantly more than it should have. All this on top of having to pay for rentals while the car was out of commission. Based on other reviews online, this appears to be SW Engines normal business practice and they clearly have experience manipulating the system in their favor and to the detriment of their customers.
  
  As a result I reject their response. And believe we should be issued a refund and compensated for the charges with the mechanic and the added expense of rentals while the car was waiting to be repaired.
  
  Regards,
  
  *********************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an engine August 11, 2023. Took over a month to receive it. When installed the engine was inoperable. After numerous calls and emails they replaced it. Took almost another month for the replacement to arrive. Second engine works fine. Had to pay for two installations for $2000. They also refused to honor the warranty because the engine wasn't installed within 10 days. The engine arrived the Friday before Christmas. My mechanic was unable to work it in any faster due to delays in shipping and the holiday season. I have been unable to get any response from the company. I would like for one of the installation fees refunded. And the warranty honored.

  Business response

  06/24/2024

  The complainant purchased a used engine and is requesting installation fees refunded.
  
  The complainant purchased a used engine on 08/01/2023 and the engine shipped out on 09/21/2023. The complainant alleges that the engine was installed and it was deemed inoperable. The complainant did reach out to us and we did send a replacement engine on 12/20/2023.
  The specific sections of the Terms and Conditions state as follows:
  11: The part must be installed AND warranty activated within 10 Business Days of delivery or the Free Warranty shall default to a 6 Month ****************** Warranty from the original date of purchase and installation for engines and 3 Month ****************** Warranty from the original date of purchase and installation for all other purchased parts.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, the complainant is requesting a labor claim refund. The complainant did not have the engine installed within 10 days from delivery and the Free Warranty was never activated. Since the Free Warranty was never activated, the complainants request for a labor claim on the purchased engine is denied. Any past, current, or future warranty claims will not be approved as the Free Warranty was never activated.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a used engine the beginning of March, 2024. We received the engine but noticed right away the engine was broken upon arrival. We contacted SW Engine and let them know about our concerns they told us to put it through the warranty department. After further review of the engine we realized that we would not be able to use the engine. We contacted the warranty department again and requested a refund. They agreed and said the would process the refund once they received the engine back. We returned the engine, the end of March. It is now May and we are still waiting on a refund. Every time I call and request an update regarding my refund they have to get back to me. The excuses I have received are the accounting department is not available to give a better update, system is down and they have not responded to any of my emails.

  Business response

  05/24/2024

  The complainant purchased a used engine and is requesting a refund.
  
  The complainant purchased a used engine on and on 03/01/2024 it shipped out on 03/08/2024. The complainant alleges that the motor was broken upon arrival.
  
  After review, the engine was returned to us and the custom was refunded in full on 05/08/2024 in the amounts of $4946.00 and $1649.00.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased an advertised low mileage motor ******, from SW Engines on 9/5/23. Order #****** ********** came with shipping damage to some outer parts on the engine. I contacted the ** and they advised me to have my mechanic give me an invoice to send to them and they would reimburse me. They lied. They told me that the ** does not cover manufacturer warranty. The motor was damaged in transit. The motor was installed by a mechanic near the end of of Oct. The mechanic was highly skeptical of the motor. He said there was no way the motor had only ****** miles on it. The motor blew up approx 8 weeks later on Dec 25, 2023. I contacted SW Engines to start the warrant process. I jumped through every hoop they asked of me. I got the run around for weeks and months. They denied my claim and I had to fight to get them to email me the reason for denial. The email stated that they denied/voided my warranty after multiple attempts to get me to fill out the warranty forms. I did this at least twice during the end of Dec and 1st of January. Every call to them, which was multiple, and I have records to prove the calls and all emails. Every week I would call either from my cell or landline and they would tell me they were working on my warranty claim. Please help me get restitution. I have been without my car since Dec of 2023. I wished I would have read the reviews on this **. I would NOT have purchased from them. I cannot afford to replace the motor again without getting a refund from this **. Thank you for any help you can provide me.

  Business response

  05/24/2024

  The complainant purchased a used engine and is requesting a refund.
  
  The complainant purchased a used engine on and on 09/05/2023 it shipped out on 09/15/2023. The complainant alleges that the motor was damaged via shipping and after install the motor was not operational after 8 weeks. The complainant did activate the Free Warranty on 10/04/2023. The complainant did reach out to us to start a warranty claim.
  The specific sections of the Terms and Conditions state as follows:
  24: Once you have initiated a warranty claim, you are required to submit ALL the details requested through the Customer ****************** Portal within 5 Business Days or the warranty will be void.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, the Free Warranty Claim was denied as the complainant did not submit all the requested paperwork within the 5 day window that is was requested. Since the paperwork was not submitted within the 5 day window, the Free Warranty Claim was denied and the complainants request for a refund is not approved.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am writing to file a formal complaint against SW Engines regarding a recent transaction that has left me deeply dissatisfied and feeling defrauded. On February 25, 2022, I purchased an engine, listed with 51k miles, online from SW Engines for $2545. The engine was delivered on April 1, 2022, and installed in my vehicle on April 11, 2022. I promptly submitted the required documentation for the 5-year warranty on April 11, 2022, ensuring the validity of the warranty. Unfortunately, the engine failed prematurely on June 27, 2023, well within the 5-year warranty period. I received confirmation of my warranty claim submission on July 27, 2023. A replacement engine was shipped on August 17, 2023. On August 30, 2023, I received an email from SW Engines requesting additional documents for a labor claim for the engine replacement. I provided the requested documents via email September 6, 2023, and I received confirmation of receipt from the recipient. I forwarded installation invoice for payment on October 2, 2023, totaling $1350.88. However, on October 30, 2023, SW Engines denied my labor claim, citing that they did not receive two of the requested documents. On November 2, 2023, I sent an email to SW Engines advising them that I had indeed sent all required documents and resent the documents requested. I called and was assured that a supervisor would review the matter and provide a resolution. Since November, I have made multiple attempts to contact SW Engines via email and phone calls. However, I have been consistently met with unresponsiveness, abrupt hang-**** and broken promises of callback from supervisors. I want to emphasize that I have diligently followed all of SW Engines' requests and provided all necessary documentation to uphold the validity of my warranty and fulfill the labor claim obligation. Regrettably, SW Engines' failure to honor their contractual obligations and their lack of responsiveness constitutes both fraud and a breach of contract.

  Business response

  05/21/2024

  The complainant purchased a used engine and is requesting a labor claim refund and to have the Free Warranty reinstated.
  
  The complainant purchased a used engine on 02/25/2022 and the engine shipped out on 03/17/2022. The complainant alleges that the engine failed in June of 2023 and they submitted a warranty claim on 07/27/2023.We did request information from the complainant to complete the warranty claim.The complainant alleges they sent in all the requested paperwork along with the invoice for a labor claim as we sent a replacement engine on 08/17/2027. One 10/30/2023 the labor claim was denied due to not having all the paperwork sent in when requested.
  The specific sections of the Terms and Conditions state as follows:
  7: Upon submitting the Warranty Claim, you MUST submit documentation, as required during the Claim process, within 5 business days or your claim will be denied, no exceptions. Furthermore, continued operation of the vehicle after an issue has been identified will void the Warranty Claim
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, the complainant did not submit heat tab pictures and the paperwork was received after 5 days from the initial warranty claim date. The only picture that was received were a picture of the plastic cover sitting on top of the engine. Since the paperwork was not submitted within the 5-day window and all documents requested, received, the Free Warranty was void for a Labor Claim refund per the Terms and Conditions of the Free Warranty.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

  Customer response

  05/27/2024

  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.
  
  [Please type your response here.]I sent all required paperwork on September 6, 2023. Due to a conflict, I had to relocate vehicle and engine to another shop and informed the SWEngines representative, Revicca, about this change. She assured me that there was no issue with sending the documents when available. There was no five-day limit communicated for the labor claim submission. The only five-day limit mentioned was for submitting the warranty form after notifying SWEngines about the engine issue, which I completed and sent back within three days.The initial complaint incorrectly referenced a June date due to an autocorrect error. The correct date should be July, and I apologize for any confusion this may have caused.The engine failed, making it impossible to continue operating the vehicle. On September 5, 2023, ******* requested the necessary documents, which I forwarded on September 6, 2023. I recieved an email that the documents were recieved, no mention that documents were missing.This occurred after the vehicle was towed to another shop twice, and police were involved in these incidents. After submitting the second installation invoice, I waited nearly a month for a response. During this period, I made several attempts to follow up via phone and email, informing SWEngines that the documents had been sent. I resent the documents in separate emails to Revicca and an additional email address provided, in case of system issues on either end. Despite my efforts, I did not receive a timely response.

  When I eventually made contact by phone, I was informed that the information had been forwarded to management for review and that they would get back to me. Unfortunately, this follow-up did not occur. The documents cited as the reason for voiding the warranty were sent and resent multiple times. Additionally, my attempts to call and speak with management often resulted in being hung up on or not getting an answer.

  
  

  This experience has been extremely frustrating, and I believe it highlights significant issues in SWEngines' customer service and communication processes. I appreciate the Better Business Bureau assistance in resolving this matter. I am seeking recognition that all necessary documents were submitted within the appropriate timeframe when requested and a resolution to the warranty and labor claim refund. I attached zip file with documents and correspondence.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  3/1/2024 I was sold the wrong engine after verifying VIN number and other vehicle information Initiated refund process with understanding I could potentially pay 25% restocking fee I was charged more than 55% restocking $2745 was my total and I received $1068 I'm out $1,600 with no motor

  Business response

  05/04/2024

  The complainant purchased a used engine on 03/01/2024 and is requesting a refund.
  
  The complainant purchased a used engine on 03/01/2024 it went out for delivery on 03/11/2024. The complainant alleges they were sold the wrong engine.
  
  The specific sections of the Terms and Conditions state as follows:
  
  6: All mis-ordered or mis-diagnosed parts will be assessed a 25% processing charge and freight both ways, regardless of the reason.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, the complainant did order the wrong type of engine for their vehicle. The complainant could have made the engine that was delivered work for their vehicle if they had changed the coil pack and crank sensor over to new engine from the old one. Per the Terms and Conditions of the Free Warranty, since the complainant ordered incorrectly, they were charged a 25% processing and handling fee plus shipping costs. The complainants request for a full refund is not approved.
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  Sincerely,
  SW Engines **************** Team

  Customer response

  05/11/2024

  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.
  
  Engine sold to me will not work with my truck which is the 4x4 model the 2rz was not made with the 4x4 wiring harness therefore does not make the power necessary engine would not be compatible with VIN number 
  
  Regards,
  
  *********************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a motor for my truck. They sent a motor that doesnt fit my truck. Motor is under warranty.

  Business response

  05/05/2024

  The complainant purchased a used engine on 12/202/2023 and is requesting a replacement.
  
  The complainant purchased a used engine on 12/20/2023 it went out for delivery on 12/28/2023. The complainant alleges the motor doesnt fit their vehicle.
  
  After review, it was determined that the engine should fit their vehicle. We do suggest that the complainant install the engine.If there is any issues please let us know specifically what the problems are why it can not be installed and we can look at possible next steps.
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  Sincerely,
  Remanns **************** Team

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I ordered an engine from this company in Nov 2023 the engine per there advertising is supposed to be pressure tested they claim " to pressure test all there engines " anyway was supposed to be to me within 5 days so i had the install set up for the following week , it took over 3 weeks to get the engine , the engine was received from another engine reseller in ******* so there is no way these guys "pressure tested " this motor, at this point my installer is mad as now he didn't have any work for the schedule he had for me so i got pushed till Feb for the install, anyway install happens and the motor has a blown head so i reach out to these guys , not once not twice not three times but 5 times and still i get zero response , I paid these guys $5300 for this useless motor and they refuse to communicate with me much less get me a replacement motor

  Business response

  04/18/2024

  The complainant purchased a used engine on 11/04/2023 and is requesting a refund.
  
  The complainant purchased a used engine on 11/04/2023 and it went out for delivery on 11/24/2023. The complainant alleges that the engine had a blown head when they went to have it installed.
  
  After review, we do see no communication from the complainant on our end but we would ask that the complainant please have the engine available to pickup and reach out once ready, to have the engine picked up. The complainant has 10 business days from 4/22/2024 to have the engine picked up to then be returned to us for inspection and a refund will be handled per the Terms and Conditions of our Free Warranty.
  
  
  Sincerely,
  
  
  SW Engines **************** Team
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Date of transaction:Engine Purchase: 7 Sep 2021 Warranty Covered Repair: 2 April 2024 Amount of money I paid business:Paid SWEngines $4,445.00 Paid to Auto Repair Facility for covered warranty item (engine internal part & labor): $2,976.14.Seeking Reimbursement of $2,976.14.SWEngines committed to provide me: 5 yr ****** miles warranted used engine. Their website clearly an unambiguously states the engine warranty covers all internals. Timing chain is an internal.Nature of dispute: SWEngines voided claim because agent confused external engine component timing belt with internal engine component timing chain. Has SWEngines tried to resolve the problem: No, to date SWEngines has not responded to my requests.Account/order/tracking number: ****** Where is warranty advertised / stipulated:a.Purchase email dated 7 September 2021 states: Used 300-10513 2015 Audi Q5 Engine 2.0L (turbo) VIN F (5th digit engine ID CPM, ******************** ID CPMA) 5yr or 50K Miles ************** and b.******************************************************************* Basically, I seek reimbursement of the repair cost I incurred ($2,976.14) pursuant to the merchants own warranty terms that all internals of the engine are covered. A timing chain is an internal component.

  Business response

  04/22/2024

  The complainant purchased a used engine and is requesting a full refund for repair costs/labor claim.
  
  The complainant purchased a used engine on 09/07/201 and the engine shipped out on 09/29/2021. The complainant alleges that on 04/02/2024 a warranty claim was filed for a labor claim to replace the timing chain.
  The specific sections of the Terms and Conditions state as follows:
  The engine warranty covers block, heads, and all internals. Bolt-on accessories, wiring and sensors are not warranted.
  Engine warranties are limited to manufacturing defects in the block,heads, pistons, crankshafts, camshafts, rockers, and oil pumps. We do not warranty any attached accessory parts, such as switches, sensors, cables,electronics, belts, hoses, water pumps, manifolds, wire harnesses, valve covers, brackets, flywheel etc.
  
  Exclusions:
  
  Breakdown or failure means total inoperable. It does not mean a decrease or gradual reduction in the parts performance due to normal or abnormal wear and tear.
  
  Breakdowns caused by excessive wear and tear for the year and mileage of vehicle are not covered under this contract.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
  
  After review, we did let the complainant know that the timing chain is not covered under the Terms and Conditions of the Free Warranty as it is a wear and tear item. The complainants request for a labor claim refund for this item is not approved.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

  Customer response

  04/23/2024

  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 .

  Please see attached letter to WI AG. It addresses this merchants false claims that the timing chain is an accessory. The timing chain is an integral internal engine component.

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was advertised a used engine on their website, and when I made the purchase, they sent me a transmission cover. When I called them to rectify the situation, they told me that I ordered the wrong part and that there is nothing they can do for me to get my money back. I tried disputing the charge with my bank, and they were unable to get my money back from Southwest Engines.

  Business response

  04/22/2024

  The complainant purchased a used engine and is requesting a refund.
  
  The complainant purchased a used engine on 12/29/2023 and the engine shipped out on 01/09/2024. The complainant alleges that a transmission cover was shipped to them and not the engine.
  
  After review, it was determined that the complainant ordered a electric hybrid engine and not the standard gas only powered engine. The purchase is currently in a chargeback status. If the customer would like the correct ********************, they would need to pay a difference of $2,715.00.
  
  
  Sincerely,
  
  
  SW Engines **************** Team

*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. ↩