Ms*** Ordered an Engine long block assembly as stated on the customers invoiceThis included the engine block, all the internals, and the cylinder headsNo bolt on accessories were sold or purchasedThis engine for the Mazda is the same both for Automatic and Manual transmissionsThe
only difference is if you have an automatic you use your Flexplate, if you have a manual, you use your flywheelMs***s original flywheel was damaged and non usable Since this engine was sold as a long block no flywheel is includedMs*** now needed a flywheel to make the engine workWe attempted to sell Ms*** a flywheel but she wanted us to provide itNormally we would require the customer to purchase or supply their own bolt on partsTo satisfy the customer in this situation, we have ordered and shipped her a flywheelIt is currently in route to the repair shopPlease let me know if you have any further questions or concerns
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The pictures that APX are referring to were sent within minutes of each requestSeveral days would pass and we would call APX to check on the status of the new engineMany times having to call multiple times and leaving messages to get someoneThese pictures were sent or timesAs far as the pictures they were requesting per *** and *** the information that they needed was hand written in blue marker or paint and not stampedAgain sent multiple timesTherefore not too small to photograph with a modern cell phoneAs far as their policyAPX cannot legislate the back log of my mechanicsaid mechanics who have through experience and not research all say that cast iron cannot be welded and withstand the torque of the engine without failureRegardless of their policy this engine came with a month warranty*** even told my wife when he spoke with her don't worry your engine is still under warranty when she stated that *** was worried about the time frameWe are still currently inside of the monthsSince this engine is not repairable and they will not help usWe would like the full refundThis is when the issue will be resolved
Regards,
*** ***
I would NOT recommend APX to anyone They engage in deceptive selling I negotiated for a complete engine minus A/C, turbos, and alternator and the engine came without Exhaust, y-pipes, flywheel, torque converter, power steering pump and many more items I was willing to write it up to miscommunication and return the engine but they would not let me Then I discovered that the engine had a cracked fitting for the power steering pump and it took them four weeks to decide that I was correct and instead of offering to let me return the engine still refused It has now been two months with an engine sitting in my garage that I cannot use and the company will not communicate with me This is a horrible company and I recommend that nobody do business with them
To whom it may concern,
Mr. [redacted] order** an Engine for his 1987 Ford F150 5.8L (VIN H,...
8th digit, 8-351W) on
03/08/16. Mr. [redacted] had a 90 day parts replacement warranty. This warranty
does not cover labor, but covers the engine for a full replacement, as clearly
stat** on his receipt. Mr. [redacted] was sold a long block assembly meaning the
wires that were cut were not part of the long block he need** to swap his bolt
on accessories to make it work. We got a call from Mr. [redacted] on 5/31
and he notifi** us that he is having some issues, that he believes the engine
threw a rod. As with any warranty claim, before we can get the warranty process
started, we have to make sure the engine was properly installed, so we request
the installation receipts. These are bolt on parts that certifi** mechanics are
train** to replace during any engine install. These parts are the water pump,
thermostat, Seals, and gaskets, any applicable filters, and of course fluid
(oil) Failure to replace these parts can cause the engine to fail, ultimately
voiding the warranty due to improper install. On June 1st Mr.
[redacted] was notifi** that we are still waiting on his receipts. No receipts were received. On June 6th,
we attempt** to reach out to Mr. [redacted] to notify him that a lot of time is
passing and he only had a 90 day warranty to begin with, but we got no answer. On
June 14th, We notifi** Mr. [redacted] again we are still waiting on his
receipts to verify the install was done properly, and that his 90 day parts warranty
was officially over, but we would still assist him if he can get the receipts
to us asap. This is the last contact we had with Mr. [redacted]. He has not called
since June 14th, he has sent no receipts to validate the warranty.
It has been almost two months now since we made the initial request for
installation documentation. At this point Mr. [redacted]’s 90 warranty has lapsed,
and he has not provid** any documentation showing the installation was properly
done. No further refunds or credits will be issued. This is our final
resolution.
Mr. [redacted] ordered an engine from APX. This engine was fully tested and checked out. Mr. [redacted] had an issue with the engine. We immediately got on top of it and had a replacement tested and shipped. We got a call from Mr. [redacted] two weeks later on...
12/23 informing us that he never received the replacement, and that he is still without his vehicle. After a detailed investigation process, we determined that the delivery trucked was robbed, and our engine was stolen. I can provide proof of this if requested. We immediately got on top of it, and pushed back several shipments to get a replacement Engine out to Mr. [redacted] asap. We fully compression tested an engine on 12/28 and it shipped on 12/29. He was sent the tracking information by email the same day. Mr. [redacted] never informed us he would be purchasing a replacement somewhere else, and specifically knew we were shipping him a replacement engine from our facility. Normally all returns must be done within 14 days of the original delivery date as per the terms and conditions Mr. [redacted] agreed to as stated on his receipt. However I have gotten management to approve a return, but Mr. [redacted] will have to ship the merchandise back. Mr. [redacted] also emailed us directly yesterday, I will attach a transcript of our email response. Please let me know if you have any questions. APX truly puts the customer first, we feel we have provided a more than fair resolution.
[redacted]
On Tue, Jan 5, 2016 at 1:34 PM, [redacted] <[email protected]> wrote:
Per our phone conversations, the engine replacement is not needed and had been declined due to lack of timely communication and action on the part of your company. The engine was delivered today 01/5/16 and will need to be picked up as soon as possible from the location it was delivered. The only acceptable resolution at this point, as discussed, is a full refund of the purchase price, which is $672.75. Please utilize email for all further contact as phone communication appears to be inconsistent and insufficient. Thank you for your time and attention to this matter.
Sincerely,
[redacted]t
2ND EMAIL from Mr. [redacted] on 1/05 at 6:59pm
APX RESPONSE SENT TO MR. DEVENPORT'S EMAIL ON 1/06.
Hello [redacted] I wanted to address your email. I advised you I would do my best to have the shipment turned around, but asked you to have the shop decline it if delivery was attempted. Every time you have called we have responded and got on the ball. As soon as you told us the replacement was never received, we got right on top of it and had another engine tested and shipped during the holiday time to get it to you asap. We pushed a lot of shipments back to get this to you, and then immediately emailed you the tracking information on Dec. 29th. You never informed us that you would be purchasing a replacement somewhere else during this entire process, even when you knew we were working on shipping you a replacement. When you call you have to leave a voicemail if there is no answer, otherwise we don't know you have called. Unfortunately at this time due to your lack of communication, we have incurred several shipment costs. We are ok absorbing the initial shipment cost since the first engine was bad. That is part of what your warranty covers, but we did nothing wrong on the replacement and even sent you tracking on Dec 29th. Normally in a situation like this, you only have 14 days to return a part. As stated on the warranty terms and conditions located at Apxengines.com/warranty, and as stated on your receipt. Otherwise you must exercise the warranty process, and take a replacement. Now you are telling me that we need to pick this engine up from a different address than the delivery address, which also looks like a residential address. I have gotten the warehouse to approve a return, but you will be required to ship the engine back and will be charged the applicable freight and restock costs. Going forward, my management has informed me that since you have chosen to go to the Revdex.com for a resolution, we are required to submit all future communication through the Revdex.com system.
Thank you
[redacted]
Please let me know if I can be of further assistance
My fiance purchased an engine for her 2004 jeep Cherokee grand paid $1278.00 it was excellent from the beginning but after being paid in full EXTREME AUTO PARTS WAS HARD TO CONTACT #1 GIVING HER AN TRACKING DATE OR TRACKING NUMBER,THE INVOICE THAT FINALLY WAS SENT TO MY EMAIL ADDRESS WAS NOT WHAT Mr. [redacted] said it would be 6 MONTHS WARRANTY WITH NO EXCEPTIONS ! After that 8 DAYS LATER ENGINE ARRIVES AT MY MECHANIC'S SHOP, NO INVOICE OR ANYTHING JUST NUMBERS! MECHANIC SAY THE HEAD IS BLOWN! CALL EXTREME ALL SHE GOT WAS SHE HAD 30 DAY WARRANTY INSTEAD OF 6 MONTHS! HAD MY MECHANIC SEND EVERY THING HE DID TO ENGINE, MECHANIC REPLIED! NOW NO ANSWER, ONLY TWO OF US ARE HERE! ON AN MON,TUE,WED,ETC! IF YOU CALL FROM ANOTHER NUMBER BACK IN BUSINESS! IT'S AN SHAME FOR AN AMERICAN CAN HANDEL BUSINESS TO ANOTHER! NOW LEGAL OPTIONS!
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Although I did make the decision to install the engine is was delivered because I was in a time crunch to get my vehicle back on the road, I did receive the additional warranty the company offered but still have yet to receive the compensation we agreed upon refunded back to me via bank card payment. I still fell like the refund could have been more and am making sure to change out every pump, seal, plug, etc needed to keep my warranty because I am hoping for no problems with this engine. I will accept a response and close this case as soon as I make sure that I have a running 150psi across all cylinders engine and have received my refund promised last week via bank card( which I still believe should have been more than was offered). Thank You
[redacted]
Regards,
[redacted]
Mr. [redacted] purchased a used tested 20 year old Engine for his 96 truck. The freight company did take a long time to deliver, and we apologized for the delay, but we had no control over the freight company. We did part ways with that shipper, but that didn't help Mr. [redacted] in this situation....
When Mr. [redacted] got the Engine, he was unhappy with the appearance. He was advised that it is a tested running engine, and that appearance does not affect performance. It is a 20 year old Engine. Mr. [redacted] decided he did not want the Engine. He was advised that we would pick it up and have it inspected, if the Engine is bad he would get a full refund, and if there is nothing wrong with it, he would be refunded according to the terms he agreed to. He was refunded $250 which is his refund minus the two way freight and restock fee. The engine did have some surface rust on it, but is mechanically sound, and a good running engine. This engine has been resold to another customer and it is installed and running good, I can provide proof of this from the vendor if requested. Normally freight and restock is applicable in this situation, but In an attempt to put this issue to rest, I have been authorized to refund one way freight and the restock fee. This will be an additional refund of $450. The end cost for Mr. [redacted] will be a one way shipping cost. But his total refund will be $700. If Mr. [redacted] can agree to this to end this issue, I can get it taken care of. Please let me know if this is agreeable. I am readily available to help
Thank you
Fadi Sakr
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I appreciate the company offering a full refund. In the original
response from the company it is identified that they had agreed to
stop the shipping of the 2nd replacement engine. However,
I disagree with the claim that I agreed to contact the shop, I agreed
to do so only if I received a return call from [redacted] stating I needed
to, though neither side can prove the details of that phone
conversation expect what has already been agreed upon, which is that
the company agreed to stop the shipping of the engine. By agreeing to
stop the shipping they assumed the responsibility for the engine
being returned to them; the company also had the contact information
of the automotive shop, which could have been used to stop the engine
delivery. Again, the exact details of the conversation are not as
important as nor do they negate the fact that the return shipping is
the responsibility of the company. In their last response they
mentioned having no chance to pick up the engine, however, they have
always been aware of where it is and could still have it picked up.
Also, it should be noted that the replacement engine was received in
an unstable manner. The engine delivered was just propped by two
pieces of wood and not strapped or banded to the pallet. I corrected
that situation before transporting the engine to my location. That
being said I do not feel it is my responsibility to ensure the safe
return transport of the engine.
It is unfortunate that this entire process has been as costly as
it has; however, I have spent more time and money on this than I can
afford and I have no further finances to devote to this situation.
Some of the extra money the company incurred in this situation is a
direct result for their choices and again not my responsibility to
make up.
I will not agree to being responsible for the return shipping. I
will agree to a refund of a flat $550 and the company assumes the
responsibility for the return shipping?. The shipping company that
the APX decides to utilize can be provided my contact information to
schedule a pick up time. I believe that this is more than a generous
compromise on my part and hope that it is also one that the company
can agree upon so that this issue can finally come to a resolution.
Regards,
[redacted]
Hello This is [redacted] with APX. After some internal research the customer is correct. We do stock our own private inventory, but when we are unable to fill an order, we reach out to one of our certified PRP partner warehouses. These warehouses uphold our quality standards, and that is how we are...
able to offer extended warranties past the industry standard 30 days. I have checked with the partner warehouse and they confirmed that an error occurred in shipping, and the incorrect Engine was shipped. They do have the engine with the correct mileage, but are unable to exchange at this point because the customer has decided to install the other engine. Normally exchange is the only option we offer, but I have gotten with management and I was able to get approved a refund to satisfy the customer. We will issue the refund of $500 as the customer has requested. To also uphold our good name, because we always promise to deliver what we sell, we are also going to extend the customers warranty to 6 months at no additional cost due to the mistake. An updated invoice will be sent to the customer with the new warranty, and the refund will be issued once we get a reply from the customer saying that these resolutions will satisfy his complaint. Please let me know if you have any further questions or concerns.
Thank you
We just had a management meeting about this
order, and we have decided to refund Mr. [redacted] in full. I want to make it
clear that this is purely a complimentary refund, as Mr. [redacted] is NOT due a
full refund. The 20 year old Engine that he sent back has been resold and is
running good in another vehicle. It is 20 years old, it is not going to look
brand new. There was nothing wrong with the engine, and it was fully tested. Mr. [redacted] just wanted something that looks like his, and unfortunately
most 20 year old engines do not look like "his" or what he expected
it to look like. Appearance does not affect performance. However,
to put this case into a satisfactory status and help Mr. [redacted] out since he is on a limited income, We
will issue the balance of the refund in full on 2/10. The funds will leave our bank the same business day, and Mr. [redacted] should see this
reflected on his credit card within a couple of business days. I will make sure he gets an email showing refund confirmation. This is our final resolution.
Thank you
Ms*** Ordered an Engine long block assembly as stated on the customers invoiceThis included the engine block, all the internals, and the cylinder headsNo bolt on accessories were sold or purchasedThis engine for the Mazda is the same both for Automatic and Manual transmissionsThe
only difference is if you have an automatic you use your Flexplate, if you have a manual, you use your flywheelMs***s original flywheel was damaged and non usable Since this engine was sold as a long block no flywheel is includedMs*** now needed a flywheel to make the engine workWe attempted to sell Ms*** a flywheel but she wanted us to provide itNormally we would require the customer to purchase or supply their own bolt on partsTo satisfy the customer in this situation, we have ordered and shipped her a flywheelIt is currently in route to the repair shopPlease let me know if you have any further questions or concerns
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The pictures that APX are referring to were sent within minutes of each requestSeveral days would pass and we would call APX to check on the status of the new engineMany times having to call multiple times and leaving messages to get someoneThese pictures were sent or timesAs far as the pictures they were requesting per *** and *** the information that they needed was hand written in blue marker or paint and not stampedAgain sent multiple timesTherefore not too small to photograph with a modern cell phoneAs far as their policyAPX cannot legislate the back log of my mechanicsaid mechanics who have through experience and not research all say that cast iron cannot be welded and withstand the torque of the engine without failureRegardless of their policy this engine came with a month warranty*** even told my wife when he spoke with her don't worry your engine is still under warranty when she stated that *** was worried about the time frameWe are still currently inside of the monthsSince this engine is not repairable and they will not help usWe would like the full refundThis is when the issue will be resolved
Regards,
*** ***
I would NOT recommend APX to anyone They engage in deceptive selling I negotiated for a complete engine minus A/C, turbos, and alternator and the engine came without Exhaust, y-pipes, flywheel, torque converter, power steering pump and many more items I was willing to write it up to miscommunication and return the engine but they would not let me Then I discovered that the engine had a cracked fitting for the power steering pump and it took them four weeks to decide that I was correct and instead of offering to let me return the engine still refused It has now been two months with an engine sitting in my garage that I cannot use and the company will not communicate with me This is a horrible company and I recommend that nobody do business with them
To whom it may concern,
Mr. [redacted] order** an Engine for his 1987 Ford F150 5.8L (VIN H,...
8th digit, 8-351W) on
03/08/16. Mr. [redacted] had a 90 day parts replacement warranty. This warranty
does not cover labor, but covers the engine for a full replacement, as clearly
stat** on his receipt. Mr. [redacted] was sold a long block assembly meaning the
wires that were cut were not part of the long block he need** to swap his bolt
on accessories to make it work. We got a call from Mr. [redacted] on 5/31
and he notifi** us that he is having some issues, that he believes the engine
threw a rod. As with any warranty claim, before we can get the warranty process
started, we have to make sure the engine was properly installed, so we request
the installation receipts. These are bolt on parts that certifi** mechanics are
train** to replace during any engine install. These parts are the water pump,
thermostat, Seals, and gaskets, any applicable filters, and of course fluid
(oil) Failure to replace these parts can cause the engine to fail, ultimately
voiding the warranty due to improper install. On June 1st Mr.
[redacted] was notifi** that we are still waiting on his receipts. No receipts were received. On June 6th,
we attempt** to reach out to Mr. [redacted] to notify him that a lot of time is
passing and he only had a 90 day warranty to begin with, but we got no answer. On
June 14th, We notifi** Mr. [redacted] again we are still waiting on his
receipts to verify the install was done properly, and that his 90 day parts warranty
was officially over, but we would still assist him if he can get the receipts
to us asap. This is the last contact we had with Mr. [redacted]. He has not called
since June 14th, he has sent no receipts to validate the warranty.
It has been almost two months now since we made the initial request for
installation documentation. At this point Mr. [redacted]’s 90 warranty has lapsed,
and he has not provid** any documentation showing the installation was properly
done. No further refunds or credits will be issued. This is our final
resolution.
Mr. [redacted] ordered an engine from APX. This engine was fully tested and checked out. Mr. [redacted] had an issue with the engine. We immediately got on top of it and had a replacement tested and shipped. We got a call from Mr. [redacted] two weeks later on...
12/23 informing us that he never received the replacement, and that he is still without his vehicle. After a detailed investigation process, we determined that the delivery trucked was robbed, and our engine was stolen. I can provide proof of this if requested. We immediately got on top of it, and pushed back several shipments to get a replacement Engine out to Mr. [redacted] asap. We fully compression tested an engine on 12/28 and it shipped on 12/29. He was sent the tracking information by email the same day. Mr. [redacted] never informed us he would be purchasing a replacement somewhere else, and specifically knew we were shipping him a replacement engine from our facility. Normally all returns must be done within 14 days of the original delivery date as per the terms and conditions Mr. [redacted] agreed to as stated on his receipt. However I have gotten management to approve a return, but Mr. [redacted] will have to ship the merchandise back. Mr. [redacted] also emailed us directly yesterday, I will attach a transcript of our email response. Please let me know if you have any questions. APX truly puts the customer first, we feel we have provided a more than fair resolution.
[redacted]
On Tue, Jan 5, 2016 at 1:34 PM, [redacted] <[email protected]> wrote:
Per our phone conversations, the engine replacement is not needed and had been declined due to lack of timely communication and action on the part of your company. The engine was delivered today 01/5/16 and will need to be picked up as soon as possible from the location it was delivered. The only acceptable resolution at this point, as discussed, is a full refund of the purchase price, which is $672.75. Please utilize email for all further contact as phone communication appears to be inconsistent and insufficient. Thank you for your time and attention to this matter.
Sincerely,
[redacted]t
2ND EMAIL from Mr. [redacted] on 1/05 at 6:59pm
APX RESPONSE SENT TO MR. DEVENPORT'S EMAIL ON 1/06.
Hello [redacted] I wanted to address your email. I advised you I would do my best to have the shipment turned around, but asked you to have the shop decline it if delivery was attempted. Every time you have called we have responded and got on the ball. As soon as you told us the replacement was never received, we got right on top of it and had another engine tested and shipped during the holiday time to get it to you asap. We pushed a lot of shipments back to get this to you, and then immediately emailed you the tracking information on Dec. 29th. You never informed us that you would be purchasing a replacement somewhere else during this entire process, even when you knew we were working on shipping you a replacement. When you call you have to leave a voicemail if there is no answer, otherwise we don't know you have called. Unfortunately at this time due to your lack of communication, we have incurred several shipment costs. We are ok absorbing the initial shipment cost since the first engine was bad. That is part of what your warranty covers, but we did nothing wrong on the replacement and even sent you tracking on Dec 29th. Normally in a situation like this, you only have 14 days to return a part. As stated on the warranty terms and conditions located at Apxengines.com/warranty, and as stated on your receipt. Otherwise you must exercise the warranty process, and take a replacement. Now you are telling me that we need to pick this engine up from a different address than the delivery address, which also looks like a residential address. I have gotten the warehouse to approve a return, but you will be required to ship the engine back and will be charged the applicable freight and restock costs. Going forward, my management has informed me that since you have chosen to go to the Revdex.com for a resolution, we are required to submit all future communication through the Revdex.com system.
Thank you
[redacted]
Please let me know if I can be of further assistance
My fiance purchased an engine for her 2004 jeep Cherokee grand paid $1278.00 it was excellent from the beginning but after being paid in full EXTREME AUTO PARTS WAS HARD TO CONTACT #1 GIVING HER AN TRACKING DATE OR TRACKING NUMBER,THE INVOICE THAT FINALLY WAS SENT TO MY EMAIL ADDRESS WAS NOT WHAT Mr. [redacted] said it would be 6 MONTHS WARRANTY WITH NO EXCEPTIONS ! After that 8 DAYS LATER ENGINE ARRIVES AT MY MECHANIC'S SHOP, NO INVOICE OR ANYTHING JUST NUMBERS! MECHANIC SAY THE HEAD IS BLOWN! CALL EXTREME ALL SHE GOT WAS SHE HAD 30 DAY WARRANTY INSTEAD OF 6 MONTHS! HAD MY MECHANIC SEND EVERY THING HE DID TO ENGINE, MECHANIC REPLIED! NOW NO ANSWER, ONLY TWO OF US ARE HERE! ON AN MON,TUE,WED,ETC! IF YOU CALL FROM ANOTHER NUMBER BACK IN BUSINESS! IT'S AN SHAME FOR AN AMERICAN CAN HANDEL BUSINESS TO ANOTHER! NOW LEGAL OPTIONS!
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Although I did make the decision to install the engine is was delivered because I was in a time crunch to get my vehicle back on the road, I did receive the additional warranty the company offered but still have yet to receive the compensation we agreed upon refunded back to me via bank card payment. I still fell like the refund could have been more and am making sure to change out every pump, seal, plug, etc needed to keep my warranty because I am hoping for no problems with this engine. I will accept a response and close this case as soon as I make sure that I have a running 150psi across all cylinders engine and have received my refund promised last week via bank card( which I still believe should have been more than was offered). Thank You
[redacted]
Regards,
[redacted]
Mr. [redacted] purchased a used tested 20 year old Engine for his 96 truck. The freight company did take a long time to deliver, and we apologized for the delay, but we had no control over the freight company. We did part ways with that shipper, but that didn't help Mr. [redacted] in this situation....
When Mr. [redacted] got the Engine, he was unhappy with the appearance. He was advised that it is a tested running engine, and that appearance does not affect performance. It is a 20 year old Engine. Mr. [redacted] decided he did not want the Engine. He was advised that we would pick it up and have it inspected, if the Engine is bad he would get a full refund, and if there is nothing wrong with it, he would be refunded according to the terms he agreed to. He was refunded $250 which is his refund minus the two way freight and restock fee. The engine did have some surface rust on it, but is mechanically sound, and a good running engine. This engine has been resold to another customer and it is installed and running good, I can provide proof of this from the vendor if requested. Normally freight and restock is applicable in this situation, but In an attempt to put this issue to rest, I have been authorized to refund one way freight and the restock fee. This will be an additional refund of $450. The end cost for Mr. [redacted] will be a one way shipping cost. But his total refund will be $700. If Mr. [redacted] can agree to this to end this issue, I can get it taken care of. Please let me know if this is agreeable. I am readily available to help
Thank you
Fadi Sakr
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I appreciate the company offering a full refund. In the original
response from the company it is identified that they had agreed to
stop the shipping of the 2nd replacement engine. However,
I disagree with the claim that I agreed to contact the shop, I agreed
to do so only if I received a return call from [redacted] stating I needed
to, though neither side can prove the details of that phone
conversation expect what has already been agreed upon, which is that
the company agreed to stop the shipping of the engine. By agreeing to
stop the shipping they assumed the responsibility for the engine
being returned to them; the company also had the contact information
of the automotive shop, which could have been used to stop the engine
delivery. Again, the exact details of the conversation are not as
important as nor do they negate the fact that the return shipping is
the responsibility of the company. In their last response they
mentioned having no chance to pick up the engine, however, they have
always been aware of where it is and could still have it picked up.
Also, it should be noted that the replacement engine was received in
an unstable manner. The engine delivered was just propped by two
pieces of wood and not strapped or banded to the pallet. I corrected
that situation before transporting the engine to my location. That
being said I do not feel it is my responsibility to ensure the safe
return transport of the engine.
It is unfortunate that this entire process has been as costly as
it has; however, I have spent more time and money on this than I can
afford and I have no further finances to devote to this situation.
Some of the extra money the company incurred in this situation is a
direct result for their choices and again not my responsibility to
make up.
I will not agree to being responsible for the return shipping. I
will agree to a refund of a flat $550 and the company assumes the
responsibility for the return shipping?. The shipping company that
the APX decides to utilize can be provided my contact information to
schedule a pick up time. I believe that this is more than a generous
compromise on my part and hope that it is also one that the company
can agree upon so that this issue can finally come to a resolution.
Regards,
[redacted]
Hello This is [redacted] with APX. After some internal research the customer is correct. We do stock our own private inventory, but when we are unable to fill an order, we reach out to one of our certified PRP partner warehouses. These warehouses uphold our quality standards, and that is how we are...
able to offer extended warranties past the industry standard 30 days. I have checked with the partner warehouse and they confirmed that an error occurred in shipping, and the incorrect Engine was shipped. They do have the engine with the correct mileage, but are unable to exchange at this point because the customer has decided to install the other engine. Normally exchange is the only option we offer, but I have gotten with management and I was able to get approved a refund to satisfy the customer. We will issue the refund of $500 as the customer has requested. To also uphold our good name, because we always promise to deliver what we sell, we are also going to extend the customers warranty to 6 months at no additional cost due to the mistake. An updated invoice will be sent to the customer with the new warranty, and the refund will be issued once we get a reply from the customer saying that these resolutions will satisfy his complaint. Please let me know if you have any further questions or concerns.
Thank you
We just had a management meeting about this
order, and we have decided to refund Mr. [redacted] in full. I want to make it
clear that this is purely a complimentary refund, as Mr. [redacted] is NOT due a
full refund. The 20 year old Engine that he sent back has been resold and is
running good in another vehicle. It is 20 years old, it is not going to look
brand new. There was nothing wrong with the engine, and it was fully tested. Mr. [redacted] just wanted something that looks like his, and unfortunately
most 20 year old engines do not look like "his" or what he expected
it to look like. Appearance does not affect performance. However,
to put this case into a satisfactory status and help Mr. [redacted] out since he is on a limited income, We
will issue the balance of the refund in full on 2/10. The funds will leave our bank the same business day, and Mr. [redacted] should see this
reflected on his credit card within a couple of business days. I will make sure he gets an email showing refund confirmation. This is our final resolution.
Thank you