Business Profile
Used Auto Parts
Engine Shopper, LLCHeadquarters
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Complaints
Current Alerts For This Business
Pattern of Complaint:
Engine and Transmission World's rating with the Better Business Bureau is due in part to a pattern of complaints on file with the BBB. The company has failed to correct the underlying reasons for the complaints. Complaints concern delay in shipment and delivery of goods, refund/exchange issues, advertising/selling practice issues and product quality issues. As well, consumers allege that they do not receive the part ordered as it was advertised and/or are receiving damaged or defective parts from the company.
As of January 2019, the company had still not eliminated the underlying cause of the pattern of complaints. BBB continues to receive complaints alleging the above issues.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/07/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased on12/16/24. Payed ******* out of my account. Promised an ******************** with ****** miles havent even got a shipment date yet. Call and they tranfer me to a. Extension that no one answers .called back 4 more times and no one answerd. I want my money back.Business response
01/29/2025
The complainant purchased a used engine and is requesting their money back.
The complainant purchased a used engine on 12/16/2024.The complainant was upset due to the lack of communication on the status of the shipped engine. The complainant did open a chargeback on the order, but the order did go out for delivery on 01/02/2025 and it was signed for on 01/07/2025.
We do not have any additional communication from the complainant since the engine was delivered.
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** TeamInitial Complaint
12/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a remanufactured engine and after 6 weeks, they produced nothing. Just refunded my money, no calls or anything. So I purchased another one. They sent a used engine NOT remanufactured to my mechanic. Less than 24 hrs later the company had my engine picked up and 6 weeks later still waiting on refund. They are liars and thieves!Business response
01/02/2025
The complainant purchased a used engine on 10/29/2024 and is requesting a refund.
The complainant purchased a used engine on 10/29/2024 the complainant may have viewed a remanufactured engine, but in the engine did in fact purchase a used engine. The complainant thought they had purchased a remanufactured engine, and they requested the used engine to be picked up. We did pickup the engine at their request.
The specific sections of the Terms and Conditions state as follows:
5. All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.
All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************
After review, the engine was picked up and returned. A refund is being issued to the complainant for the amount of $906.25. This refund reflects per the Terms and Conditions of the Free Warranty when it comes to returned orders and a 25% processing and handling fee plus shipping costs are applied to the refund. A full refund request is not approved.
Sincerely,
Remanns **************** TeamInitial Complaint
12/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction October ****** Invoice # ****** Paid $1895 They took 25% of the total $1895 = $473.25 and take it for canceling They did not try to solve the problem and said I cancel the order.Their policy says they ship within 7-14 days of orders. On the eleventh day October ******* they sent me an email saying there is a problem with shipping through the shipping supply, they did not ask for an extended time or give me a time when they would ship engine.Upon hearing that I told them I would like a refund they say I should give them my reason via email , I told them its been eleventh days and you cannot give me a time within your fourteen days of delivery in your email you sent me , the vehicle is holding up the work shop so I would like to cancel and get a refund .I did not return an engine for them to take 25% restocking fee, they know why I cancel they could not ship the engine within fourteen days or say when the would and give me a time when they would .I should not be charging a 25% cancelation fee , a good company with reputation would honor the situation give back a payment in full .When looking back on reviews I realize the type of company they are when it comes to matters like this .I am asking you for your kind assistance in getting back the balance of my refund of $473.25.Thank youBusiness response
12/30/2024
The complainant purchased a used engine on 10/04/2024 and is requesting a full refund for a cancelled order.
The complainant purchased a used engine on 10/04/2024 and cancelled the order on 10/18/2024. The Complainant alleges that we could not give them a specific date when the engine would ship, as it was 10 business days from order date, and the complainant then cancelled their order.
The specific sections of the Terms and Conditions state as follows:
5: All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.
8: Orders usually ship within 7-14 business days
All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************************
After review, the complainant was aware of the Terms and Conditions of our Free Warranty when it pertained to cancelled orders and how they were subject to a 25% handling and processing fee when they made the engine purchase. Since the complainant cancelled their order within the normally shipping timeline, we are unable to approve a full refund to the complainant.
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** TeamInitial Complaint
11/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Company did not honor the 3 year warranty. We had the dealership email the required documents for installing the engine in the time frame they allowed but claim they never received the email. They also require the documentation to be send in a short amount of time and delay shipping of the engine and count the delayed shipping for that time.Business response
12/10/2024
The complainant ordered an engine on 10/15/2024 and is wanting a refund for the engine plus labor costs.
The complainant ordered an engine on 10/15/2024 and the order went out to him on 10/24/2024. The complainant alleges that he picked up his engine from the repair shop on 11/20/2024 and drove it 700 miles and it failed. The complainant alleged states that the engine was locked up and unrepairable.
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 ************************ Warranty from the original date of purchase and installation for engines and 3 ************************ 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 called on 11/25 to activate the Free Warranty over the phone. We did express to the complainant over the phone that he was outside of the 10-day window to activate the Free Warranty from his delivery date. The engine was delivered to the complainant on 10/30/2024. Since The complainant did not install and activate the Free Warranty within the Terms and Conditions of the Free Warranty, any past, current, or future warranty claims are not approved. The complainant request for a refund and labor costs totaling $13,925.00 is not approved.
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Quality Used Engines **************** TeamInitial Complaint
11/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a used engine from SW Engines September 4, 2024. It was claimed to have had ****** miles, cleaned and tested. What I got was clearly cut from a wrecking yard car and completely worthless, as evidenced by the metal chips and fragments visible inside the engine. It was returned per the company's warranty process, and a warranty claim filed. The engine was returned and recieved by the company. To date no refund has been received and all calls (dozens) result in being put on hold for 45 minutes and being hung up on. I paid almost $2500 and am entiteld to a refund per their stated policy.Business response
12/10/2024
The complainant purchased a used engine on 09/04/2024 and is requesting a refund in the amount of $2445.00.
The complainant purchased a used engine on 09/04/2024 and the engine shipped out on 09/16/2024. The Complainant alleges that the engine was worthless, and it had metal chips and fragments in the engine.
After review, we did issue a full refund to the complainant on 11/27/2024 for the amount of $2445.00 and a chargeback was filled the same day.
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
SW Engines **************** TeamCustomer response
12/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** ******Initial Complaint
11/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ordered a used transmission for a 2009 ****** Outback for $995. Took 3 weeks to ship. When old transmission was removed for replacement, the transmission sent was not the correct one. When I filed a warranty complaint, they refused to do anything, claiming that their policy is 10 days to report wrong part shipped. Due to the delay in shipping, my mechanic got to the job as soon as they could, but past the 10 day period. I could not find anything that states the 10 day reporting requirement.Business response
12/02/2024
The complainant purchased a used transmission on 08/04/2024 and is requesting a replacement transmission.
The complainant purchased a used transmission on 08/04/2024 and the transmission shipped out on 08/24/2024. The Complainant alleges that the transmission was not the correct one for the 2009 ****** Outback. The complainant alleges that that once they removed the old transmission, the newly purchased one was not correct for their vehicle an they filed a warranty claim.
The specific sections of the Terms and Conditions state as follows:
1. The engine warranty covers block, heads, and all internals. Bolt-on accessories, wiring and sensors are not warranted.
All the Terms and Conditions of the Free Warranty are prominently listed here: **********************************************************************************
After review, it was determined that the correct transmission was sent for the complainants vehicle. The complainant alleges that the purchased transmission has a different neutral safety switch as it ***** onto the transmission, they are able to use the one from the old transmission as, it is a bolt on item, it is not covered by the Terms and Conditions of the Free Warranty. The complainants request for a replacement transmission is not approved.
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Engine & Transmission World Customer Service TeamInitial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a engine 6/24, this was installed on 7/18. This came with a ****** mile/5 yr warranty The engine blew up on 9/13, Warranty claim done on 9/16. Only ********************************************** stranded. I had to pay to have this towed to the mechanic. I called SW and did a warranty claim over the phone with a link they sent 9/16, when I submitted the required information, install invoice, pic. of heat tabs, pic. of odometer reading, oil change receipt, ASE cert. shop diagnostics report. I also sent pics of the hole in the engine. I did not hear anything back, I called and emailed atleast 30 times between 9/16-10/8, received no answer from warranty or cust. service ***** I am still getting charged daily fees at the mechanic, waiting on a warranty claim resolution. SW emailed me on 11/1 asking me to resubmit my pictures and warranty claim information, which I emailed back and told them I had already done this. They also asked for the engine to be removed, drained, placed on a pallet and wrapped and to let them know when it was ready. This email is 46 days AFTER my warranty claim. This is after a towing bill and 46 total days of $50 a day storage fees, and now they are asking me to pay approx $800 to have a mechanic remove this engine to be picked up. It is now 11/14 and I have not gotten a single response back from this company. This engine is defective, I need my money back, and towing and daily storage fees for their failure to communicate. If they want the engine picked up, I feel as if they need to pay to have this removed from the vehicle as well, as it is now 59 days since my claim was originally filed. This is terrible customer service. This ******************** cost me ******* to install and lasted only 57 days. I want refunded for everything. Each time I called they pulled up my claim and said it was being investigated and they would get back to me, so they had it in their system, unsure why they emailed on 11/1 asking me to do another one.Business response
12/02/2024
The complainant purchased a used engine on 06/24/2024 and is requesting a refund plus storage fees.
The complainant purchased a used engine on 06/24/2024 and the engine shipped out on 07/08/2024. The Complainant alleges that the engine blew up after only driving a little over 2000 miles. The complainant did reach out to us to start the warranty claim process. The complainant alleges they called and emailed, along with submitting all the requested documents and paperwork needed for the warranty claim.
After review, from our communication and notes on our end, we did try to reach out to the complainant to see if the engine was ready to be picked up but their voicemail was full. We never did receive the heat tab pictures which are needed for the warranty claim request as the engine was locked up. The complainant never did make the engine available for pickup and a chargeback was filed on 10/08/2024 which is still active. Until the active chargeback is processed and closed, we are unable to move forward with the return and refund process.
Sincerely,
SW Engines **************** TeamCustomer response
12/03/2024
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.
I did include pictures of the heat tabs, while I was actually on the phone with the representative. I have also attached them here, I also was on the phone with a representative when I was asked to send a video of the engine, while attempting to start it. Which I also did, on 9/20. I also do not have a full voicemail box, and have NEVER had a full voicemail box. I have received NO calls from SW Engines. I was led to believe on MULTIPLE occasions that I would have answers by the end of the day, end of the week, beginning of the week, sometimes I was calling twice a day because my car is getting $50 per day charges. The representative informed me that if the engine was pulled without your approval, it would void the warranty, so I had to leave the vehicle set until I heard back from you all. I did the claim on 9/16 and did not hear back until 11/1, this is $50 per day charges. I did email back and inform you all that the engine was ready to be picked up, and I have still never received a response. Also, the credit card dispute was closed out on 11/8/2024. I have sent videos, pictures, all the requested information, I would just like to be refunded. This is costing me outrageous amounts of money and I need a resolution. Please issue me my refund, as I have done everything requested of me.
Regards,
******** *******Business response
12/18/2024
In response to the complainants rebuttal, we are reviewing the submitted heat tab pictures and confirming the status of the chargeback and will follow up shortly with an additional response.
The complainant purchased a used engine on 06/24/2024 and is requesting a refund plus storage fees.
The complainant purchased a used engine on 06/24/2024 and the engine shipped out on 07/08/2024. The Complainant alleges that the engine blew up after only driving a little over 2000 miles. The complainant did reach out to us to start the warranty claim process. The complainant alleges they called and emailed, along with submitting all the requested documents and paperwork needed for the warranty claim.
After review, from our communication and notes on our end, we did try to reach out to the complainant to see if the engine was ready to be picked up but their voicemail was full. We never did receive the heat tab pictures which are needed for the warranty claim request as the engine was locked up. The complainant never did make the engine available for pickup and a chargeback was filed on 10/08/2024 which is still active. Until the active chargeback is processed and closed, we are unable to move forward with the return and refund process.
Sincerely,
SW Engines **************** TeamCustomer response
12/28/2024
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.
SW Engines stated they would get back to me shortly after reviewing the heat tab pictures submitted and status of the chargeback. I have not heard a word from them, and this is day 9. I waited to hear from them so as of today, I have confirmed the status of the chargeback from my bank ONCE AGAIN and confirmed the dispute was closed out on 11/8/2024. I have attached pictures of my heat tabs that were submitted originally on 9/16/2024 since the company seems to be having so much trouble locating them. These were taken while I was on the phone with a representative from SW Engines, who told me how to locate them and what to look for at the mechanics shop! I also sent a video to SW Engines WHILE ON THE PHONE with them of the engine while turning the key over, AS THE REPRESENTATIVE REQUESTED I DO. I ALSO submitted a new warranty claim, SW Engines closed my other one out without ANY correspondence or reasons why and I was instructed to open a new claim. This was done on 12/2/2024, I sent an email to check on this on 12/17/2024 and have yet to receive any response, meanwhile my vehicle is sitting at the shop, $50 a day storage charges for a blown engine that will not work. The company needs to reimburse my engine, and costs that I have inquired since beginning this claim on 9/16/2024. This engine had a warranty, I need them to make it right. This is terrible customer service.
Regards,
******** *******Initial Complaint
10/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Around August 18th of 2023, I ordered a used engine from this company and received it around October 25th. Around November 1st I pulled out the spark plugs to check out the internals and there was rust inside the engine. I made a warranty claim and told them that I just wanted my money back. They sent the shipping company over which was RLCarriers, and they picked up my engine and took it back. I didn't receive any of my money back after about 2 weeks, so I emailed them and they responded with "Due to unforeseen circumstances, we experienced an issue with our system which was resolved just recently. This has resulted in a delay in processing refunds, including yours." I tried to call after I received the email and a robot answered, after about 20 minutes, no one answered. I tried to dispute the claim with my credit card company multiple times and they keep denying it.Business response
11/19/2024
The complainant purchased a used engine on 09/18/2023 and is requesting a refund.
The complainant purchased a used engine on 09/18/2023 and the engine shipped out on 10/17/2023. The Complainant alleges that once the was inspected upon delivery the complainant pulled out the spark plugs to check out the internals and alleges there was rust on the inside. The complainant also did do a chargeback on 11/09/2023.
The specific sections of the Terms and Conditions state as follows:
20. Engines are tested,visually inspected and cleaned.
All the Terms and Conditions of the Free Warranty are prominently listed here: *****************************************************************
After review, it was determined that once the chargeback was processed and closed we were determined to have won the case. When it comes to the engine, when it is cleaned, water can get down into the ports where the spark plugs sit but this does not damage or affect the engine negatively in any way.
Sincerely,
Quality Used Engines **************** TeamInitial Complaint
10/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Originally purchased a used engine from them approximately a year ago (2/10/2023). When I received the engine - the cylinder heads were cracked. I performed a pressure test and confirmed this to be the case. I notified them of the defective parts, and they advised they would not remedy the issue, which resulted in me charging the customer an additional $2,000. Fast forward to 9/1/2024. I tried using this company a second time. It took them 2 weeks past the delivery due date to ship the engine When I received the motor, it was extremely ***** and I had to transfer parts from the old motor to remedy the issue. I ordered an engine that was supposed to be "drop in " ready. This part swap delay caused an additional 1.5 days of labor, and loss of revenue. I was advised that when I ordered the new engine, I would receive a core credit of $500 by giving them back the old engine. When I spoke with the customer service ***** I was told that it would cost them approximately $625 for them to ship back the motor. I asked them when I would receive the core credit, since it was their choice not to ship the old motor back - and I never received an answer. I have attempted to contact them 15x since, I have emailed them - and I cannot get a response. I would like to get the $500 core credit back, and someone to acknowledge my requests. The contact that I was working with was **** ***** *********************** and the phone number is ************Business response
10/29/2024
The complainant purchased a used engine from us on 09/01/2024 and is requesting a refund in the amount of $3380.00.
The complainant purchased a used engine on 09/01/2024 and it shipped out on 10/01/2024. The complainant alleges that the cylinder heads were cracked. The complainant stated they had reached out to us to remedy the issue. The complainant also requested a $500 core refund credit.
After review, we request that the complainant reach out to us to schedule a pickup to send the engine back for inspection and we can review the next steps when it comes to the refund. When it comes to the core refund credit, we did send an email to the complaint in reference to this point.
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Engine & Transmission World Customer Service TeamInitial Complaint
10/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
This company is a crooked operation. I ordered an engine that never shipped I canceled the order by phone and never signed any document that said they could charge me $500 cancelation fee.This is crazy. Im pretty sure they never possessed this engine. I was on a timeline and it never shipped.They also do business in ******, ** There are many complaints in reviews but the salesperson assured me they were false. They are NOT FALSEBusiness response
10/29/2024
The complainant purchased a used engine from us on 08/19/2024 and is requesting a refund for canceling order.
The complainant purchased a used engine on 08/19/2024 and cancelled the engine on 8/29/2024.The complainant alleges that due to the engine never shipping, they cancelled the order and was charged $500.00.
The specific sections of the Terms and Conditions state as follows:
5.All returned parts or cancelled orders are subject to a 25% handling and processing fees plus customer assumes all shipping costs.
******** usually ship within 7-14 business days.
All the Terms and Conditions of the Free Warranty are prominently listed here: ***************************************************.
After review, we sent an email to the complainant a cancellation link and charged the processing and handling fee per the Terms and Conditions of our Free Warranty for canceling their order. The complainant was aware of the Processing and Handling fee if they cancelled the order. Also, the complainant did cancel the order within our normal shipping time lines so there was not an excessive delay getting the engine to the complaint. The complainant did file a chargeback on 08/29/2024 which has not been processed and closed so we are unable to move forward until the chargeback is closed.
We do hope this closes the matter and please let us know if you need any further information from us.
Sincerely,
Remanns **************** TeamCustomer response
10/30/2024
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 belowI never signed the cancelation authorization that allows a $500 charge.
This is not acceptable. This company incurred no expense. The sales person told me the engine was in stock and would ship immediately since I was on a timeline. She lied.
See the unsigned cancelation attachment.
This is a very dishonest JUNK YARD. They have nothing remanufactured in stock. Trust me, I checked many parts under different email addresses.
This may be run by gangsters.
Regards,
******* *******
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Customer Complaints Summary
327 total complaints in the last 3 years.
60 complaints closed in the last 12 months.
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