This is my report. The one i sent to the Better Business Bureau in Texas and the outcome.
Consumer's Original Complaint:
I placed an order for a 2.7L engine with EGR Valve for a 2002 Chrysler Sebring on May 11 I was told the engine would be delivered to Automotive in Midway City, CA by Thursday the 14th. I called on Friday and the engine hadn't been pulled or shipped. I called again on the 19th to see if the engine was sent and couldnt get a straight answer, but in the meantime the money I paid which was $1250 plus shipping cost of $150 which totaled $1400 was cashed and withdrawn from my account. I had my husband call and Chris Nasrallah told him that the orginal engine we paid for was damaged in the pull out and they were sending another one with less miles. The engine was not shipped until the 21st of May and we received it in Midway City, CA on May 28th to Jake's Automotive. The manager at Automotive shop told me that the engine that was sent was not for a 2002 chysler sebring which is a front wheel drive car but the engine he recieved was for a rear wheel drive car. So, in short to make this engine work we will need to make adjustments and pay additional time and labor of $500 or more. I called the Dallas County Auto Salvage and they refused to take the engine back or exchange it or give credit as is stated in the contract. They didn't show any concern or remorse as to whether they sent the incorrect product. It seems to me that they advertised one thing, and sold me one thing, and then sent me something completely different. I am very dissappointed in there lack of customer service or concern.in this time of hardship we don't have alot of extra money to pay to fix our car and to take advantage of people who are buying a product from them who live in another state seems inherently wrong.
Consumer's Desired Resolution:
I don't expect an entire refund but I would like to get at least half of our money back for the three weeks it took to get an engine that is not correct or contain any of the additional parts it was advertised to have. I think that is fair.
BBB Processing
05/29 web BBB Case Received by BBB
06/01 GAP BBB Case Reviewed by BBB
06/01 Otto EMAIL Send Acknowledgement to Consumer
06/01 Otto EMAIL Notify Business of Dispute
06/16 BBB MORE INFO RECEIVED FROM THE CONSUMER: In order to get the car to run we had to put an extra $1800 into it just to get it to work. This experience has completely taken me a back from ever buying from a company out of state and from this company ever in the future.
06/17 OttO BBB No response to first notice to business
06/17 OttO EMAIL Reminder of Dispute to Business
06/18 WEB BBB RECEIVE BUSINESS RESPONSE: Contact Name and Title: john long
Contact Phone: 972-262-5655
Contact Email: [email protected]
this matter has been resolved with customer
06/18 BBB MORE INFO RECEIVED FROM THE CONSUMER: The company has not resoved anything with us or made any attempt to do so. I have not received a phone call or letter or email to state any resolution and if they say they have I would like them to state the extent of the resolution to the BBB.
06/18 RMS BBB Forward Business response to Consumer
06/18 RMS MAIL Customer Dissat - Non Member
06/18 RMS BBB Bureau Judged Case Administratively Closed
06/18 Otto BBB Inform Consumer - Case Administratively Closed
06/18 Otto BBB Inform Business - Case Administratively Closed
06/18 Otto BBB Case Administratively Closed
06/18 BBB MORE INFO RECEIVED FROM THE CONSUMER: We called the company today to discuss the resolution they stated to the BBB that they resolved. But we were told by Robert that "John Long" didn't work there. So the contact they gave BBB was false as well as there statement to the BBB stating that a resolution was reached with customer was also false. We tried to speak to them but they refused to talk and said that it wasnt under warranty anymore. But according to the order form the engines are warrantied for 90 days. And I ordered the engine on May 11th and it wasnt delivered until May 26th so the warranty started then, so it is within warranty.
I am completely disappointed the behavior and lack of concern for customer satisfaction at this business.
* needless to say we never got any resolution and they lied to the BBB in Texas*
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