Ace Auto Salvage

I Love Ace Auto Salvage !! They Always do their Best to try and help you, whatever your auto needs. I Always go there for parts and Specifically Tires ! They Recycle Tires that are at Best 70% of Tread Life left. They Only Resell Basically "New Tires" ! Any tires with any sort of "choppiness", " Dry Rot" or Anything that would render a tire or "car part" for that "Unworthy Of The Best" [redacted] They Do Not Try To Sell to You ! Great experiences all the time, as I have several cars. Would Recommend To Anybody in need of automotive needs !!! Thumbs Up Ace !! Keep up the Great Work !!!!!

I have gone to them 3 separate times, 2 different cars, for tires and parts. Always professional and helpful.

Review: I bought a motor for a Jeep and it was bad the cam/lifters are bad and will need a complete motor rebuild. I called after replacing the original motor with the one purchased through Ace Auto Salvage and told them what was wrong with it and after answering the questions Tom asked he said they would replace the motor, so I took the one I bought out for the swap. When the delivery guy came he tells me that I over heated the motor and that voided the warrenty and that Tom was on vacation. Well the motor was bad to begin with I did nothing to it to make it over heat even filled the oil and coolant before letting it run at all. Ace auto says if I want a replacement I have to pay for it even though I was told Id get a replacement and NO where on the web site, my reciept or upon purchase was told that over heating would void my 30 Warrenty/Exchange. Now when I have called to try and fix this issue I have had nothing but rude phone service, was told to file small claims papers and last effort I made on the phone 4/15 and I told them we needed to resolve this or I WOULD file papers for small claims the person I was speaking with said "OK" then out right Hung Up on me. Im not at all satisfied with the services and will not recommend to anyone.Desired Settlement: I want the replacement motor I was promised on the phone by [redacted] with a new 30 day warrenty/exchange time without cost to me because the motor I originally bought was bad, and I was within my 30 warrenty/exchange time.

Business

Response:

Ace Auto Salvage did sell a used engine for a 1999 Jeep Cherokee on March 3, 2015 to this customer. All of our used engines are checked, inspected and tested before we sell them. In addition, heat tabs are placed on all the used engines we sell to detect if the customer overheats/damages the engine after installation. These heat tabs are placed on the engines for our protection. If these tabs are melted, we know that the engine was installed and run and the customer either overheated the engine or there was something else wrong with their car that caused the engine to overheat and consequently damage our engine. This practice is standard in the industry and used by all other auto salvage dealers.

Ace Auto Salvage does have a 30 day warranty on all our used engines. This warranty however does not cover parts that are damaged, altered or modified - not in the same condition as when purchased. This policy is clearly stated on our website and discussed with our customers upon the purchase of used engines and transmissions.

The customer did call and inform us that the engine was knocking. As the customer notified us within 30 days, we agreed to deliver another engine. Upon dropping off the replacement engine, our delivery driver noted that the original engine we sold them was visibly damaged. Specifically, the heat tabs were melted indicating the engine had been overheated by the customer after installation. The delivery driver called the office to let us know about the heat tabs, and we explained to the customer that our warranty was void since the heat tabs were melted. When this happens, either the head gaskets are blown or a crack develops in the engine block or cylinder head and the engine is destroyed.

Ace Auto Salvage prides itself on our customer service and our no-hassle warranty policy. However, we can not warranty parts that are damaged by the customers after installation. We honor all our engine warranties after installation as long as the heat tabs are intact. We have had several conversations with the customer explaining our policy and were never intentionally rude. The customer was upset that we would not warranty the engine and may have interpreted our firm stance as rudeness. In an attempt to reach a compromise, we offered to provide another engine at a significantly reduced price. The customer refused our compromise and threatened to go to small claims court.

In summary, Ace Auto Salvage readily agreed to replace this engine for this customer before we identified that the heat tabs were melted and the engine was destroyed. We also tried to satisfy the customer by offering another engine at a discounted price.

In addition, it is common standard return policy, that you can not return merchandise that you damage and then say it was defective. If for example you identified that the cam/lifter was bad,

Business

Response:

The customer must not have understood our response to his last complaint. We offered to credit the customer for the engine provided he returns the complete engine to us. We did not mention an in store credit. We intended to credit his credit card for the total purchase price and were not going to charge the 25 percent restocking fee.

Ace Auto Salvage has been in business for over 40 years and customer service is important to us. Despite indications that our engine was damaged by the customer, we are willing to refund the customer's purchase price. The customer explanation regarding the heat tabs is not valid. The heat tabs are mounted on the freeze plug on the motor. This guarantees that the heat tabs will only melt due to high coolant temperatures. The heat tabs are standard practice for our industry to verify whether an installed motor is overheated and consequently melted heat tabs void engine warranties.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

My husband bought a motor on 3/2015 for a Jeep from Ace Auto Salvage. We were told it was tested and ran fine, after three weekends of work my husband replaced the original motor with the one bought from Ace only to find out the motor was bad, it had a bad cam/lifter and had to be completely rebuilt. When my husband called and complained the motor was bad they set up for another motor to be delivered, when the delivery guy comes with the replacement we were then told that we were going to have to pay for the replacement motor. The guy my husband spoke with for the replacement motor was not there and went on "vacation". Now they are not making good on the 30 day exchange because they say we over heated the motor but that important part of the policy was not disclosed upon purchase OR even on our reciept. When my husband called and tried to talk to someone about this he got rude service on the phone and told to take them to small claims court, so when my husband last called 4/2015 he told them they are not making good on the 30 day policy and that he was going to file small claims court papers if they don't make good on the promise to a replacement motor, they out right hung up on him. There was no professionalism here and I do not recommend this business to anyone... The over heating policy isn't even stated on their own web site.... So needless to say here we are filing small claims court papers.

I called on 1/31/2014 and spoke to a gentleman about some parts to a car that I was going to pickup on 2/4/2014. The gentleman that I spoke to said that they had the part and I can come and pick it up as it will be in on the day in question. I called on 2/3/2014 to see if they had another part from the same car. I called and spoke to a gentleman who said he was the manager who was extremely rude when he told me that they now didn't have the part. I asked to speak with the manager and like clock work he said he was. I can not see a manager of a big place like that being so rude.