January 23
Dear Sir:
Please acknowledge this letter as a formal complaint against Japanese Engines & Transmissions Inc. For failure to deliver an ET2 86 Honda Prelude Carburetor Engine. Also failure to reimburse customer $895.
On October 11, I, Michael W* phoned Julie, Japanese Engines & Transmissions Inc. Secretary, to inquire about a used engine advertised on their web site for my 86 Honda Prelude 1.8 Dual Carburetor Engine. Julie stated that they stocked the engine I needed and that she would let me have the engine with a 5 year 50,000 mile warranty with no charge for shipping to a business.
I was charged $795 for the engine and $100 for freight. The method of payment was via telecheck. After payment was confirmed, Julie had their technician (Gene), to phone my technician (Bruce), to verify the engine number and the compatibility of the parts.
After Julie talked with the technician of Japanese Engines & Transmissions Inc., she reassured me that the engine block they had would interchange with the parts of my engine, carburetor, manifold and emmission system.
My first complaint Japanese Engines & Transmissions Inc. Failure to deliver and/or communicate the status of my purchase. I phoned and spoke with Julie at least 10 times during October 21 through November 22 asking about the status of my order and requesting to speak with the manager or owner.
My calls were placed on hold or I was told the manger/owner was not in or the manager will call me back. The manager/owner never returned or responded to my phone calls.
Second complaint is to report the rude and intolerable behavior of the secretary (Julie) and failing to communicate the status and process an order in a timely manner. On November 25, I phoned Julie and asked that she cancels my order and I requested a refund of monies paid.
She talked to me rudely and hung the phone up abruptly. I, Michael, continue to phone Japanese Engines & Transmissions Inc. During November 25 through December 2.
I was unsuccessful in making person to person contact due to recorded message/music on voice mail or answering machine. On December 3, I spoke with Steve, the owner of Japanese Engines & Transmissions Inc., via phone and explained what the problem was and what I was seeking. Steve apologizes for his secretary behavior. He confirmed my order number.
Also, Steve reassured me that he will resolved the problem, have his technician (2nd time) call my technician to verify the engine block number and call me back. After Steve, the owner, failed to call be back in a timely manner, I phoned Steve.
Steve stated he had the engine block I requested and reassured me that all my parts off my ET2 engine block would interchange (2nd confirmation). He stated that the engine was being tested and will be shipped after testing. On December 16, I phoned Steve because the engine had not arrived.
He stated that the engine tested bad but one had just arrived and it tested good and was shipped out. Steve reassured me again that the engine parts would interchange (3rd confirmation).
Third complaint, the engine received was not interchangeable. It was the wrong engine. On December 23, I phoned Steve and informed him the engine block shipped was an ES Engine which is for a 83 Honda Prelude 1.8 dual carburetor and that I requests a ET2 engine block for a 86 Honda Prelude.
My technician stated that the difference is an ES Engine block does not interchange with my ET2 Engine block manifold, carburetor, emmission system and the heads are made different.
Steve stated he would talk to his technician (Gene) and find out what the problem was. On January 7, I talked to Steve and he stated that he tried to contact my technician (Bruce).
I, Michael, located my technician and in my presence he phoned Steve. Bruce, my technician informed Steve, the owner, that the engine (ES) shipped was not what we requested. Steve promised to have his technician phone Bruce my technician but as usually no attempts were made to contact the customer or customers technician.
When the customers technician phoned Japanese Engines he was talked to rudely and placed on hold. Japanese Engines has no customer service skills. Again Mr. Steve failed to provide me, the customer, with the desired engine (ET2) that he requested and failed to utilizes the information provided by my technician (Bruce). So I phoned Steve and requested a refund.
Steve refused to refund my $895 and was extremely rude. Also, he stated my technician was incompetent and hung the phone up abruptly. I phoned Mr. Steve back immediately, and he stated the only way he would refund my money if I send an additional $250 for shipping and restocking fee. This is not acceptable.
Due to the dissatisfied service and failure to honor the initial guarantee, I am seeking the Better Business Bureau assistance in resolving this matter.in good faith I paid $895 for a ET2 Engine and in good faith Japanese Engines & Transmissions Inc., should refund all my money. I provided accurate information provided by a ASE Certified Master Technician (Bruce Nock) with 23 years of experience. Being charged for restocking and shipping fee to return the engine is unacceptable.
0 comments