Bay Auto Parts

I have looked into this situation and have resolved it with the customer, today The customer bought a used engine from us and an accessory, the oil sensor, leaked A used engine is warrantied as a longblock(block and heads) only as clearly stated on our invoice Accessories are left on for the convenience of the customer but not warrantied I explained this to thew customer and he clearly understands it now He was very courteous and respectful on the phone For his trouble, I gave him free admission passes to our self service yard, Grandpa Johns Pick and Pull and he was very happy with that All appears to be ok now [redacted] , Owner

I will look into this I am totally unaware of any of this We did have a major fire of one of our warehouses where we handle core merchandise, so there is validity there All the other facts I need to investigate here and respond next week I am out of the office
this week, working from a remote site today only It appears we were just the shipper and never received the customers money, so the refund may have to come direct from the person he bought it from(*** ***) However, I will get the facts and try to sort this all out Sincerely, *** (owner)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am very dissatisfied with how Bay Auto has handled themselves. When I received a call advising that I would be getting a full refund, I asked specifically if was the entire amount and was told yes. I, then got a call from the partner site that Sharp Auto to get my credit card information  to refund me the full amount. After further discussion, I was told to supply the receipt to Bay Auto for the parts that I had to buy and that Sharp Auto would give me $875.15 applied to my credit card. Today, I received a credit of only $815.15. I called and was told it was because they refunded me the core charge already. While that is true, neither Bay Auto or Sharp Auto mentioned the refund would be minus this. I was told I would get a refund of $875.15. I did call and they are not back up what they told me. Had they advised this to me, I would not be dissatisfied. I didn't even go after them for all the money that I had to spend to put a junk engine in the car ($350 for install, oil, antifreeze, etc). They need to be more explicit when saying what they are refunding, that's why I asked several times. And I didn't even get a phone call from Sharp Auto advising only $815.15 was being refunded. The least they could have done was contact me. You can't expect the customer to "know" this is what is being done, even after asking several times and Sharp Auto telling me what I was being refunded. Poor service. 
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  I am satisfied with the outcome as it is. It's been a frustrating time for us since it wasn't my money but my son's college money that we were dealing with. Although, I do realize that it's a used engine and it's a risk like everything else, when already had to fix it before we could use it shows that maybe there needs to be a better system in place to ensure customers are getting what the are buying. I appreciate everything that Bay Auto has done and now we can move forward and let this issue go to rest. I sincerely am sorry for my anger in this situation, however, a phone call when the other salesperson realized the refund was going to be less than stated would have eliminated my frustration. Again, thank you for the refund and understanding from the customer's perspective. 
Regards,
[redacted]

I have looked into this situation and have resolved it with the customer, today.   The customer bought a used engine from us and an accessory, the oil sensor, leaked.   A used engine is warrantied as a longblock(block and heads) only as clearly stated on our invoice.  Accessories are...

left on for the convenience of the customer but not warrantied.    I explained this to thew customer and he clearly understands it now.  He was very courteous and respectful on the phone.    For his trouble, I gave him 5 free admission passes to our self service yard, Grandpa Johns Pick and Pull and he was very happy with that.   All appears to be ok now.   [redacted], Owner

We were able to get this customer a refund and she appears to be happy.    The part was technically out of warranty.  We had brokered the part from another business and they were not going to stand behind it because it was out of warranty.  We elected to issue the refund...

ourselves regardless.   However, we were lucky enough to get the 3rd party to reconsider and issue us a credit on the part to us.  Custmer has been refunded.

I am sorry this customer is unhappy.  We did issue her a full refund.  She got every cent she spent with us back, plus some repair money we reimbursed when the problem was 1st discovered.  The engine technically was not even under warranty the warranty time had expired.   We worked extremely hard to get her the refund that she legally would probably not been entitled to.   The misunderstanding on the credit amount was a communication issue.  A previous credit was already issued to her for bringing the core back.   So when we issued this refund, our computer system wouldn't allow us to issue that credit a second time.  So she got the remaining balance back.  The 2 credits equal the full refund.    I am sorry my salesperson wasn't aware that the initial credit was previously issued.  As far as the customer being out labor money for the bad engine, she could have purchased a labor warranty when she bought this engine that would have covered the labor expense, but declined to do so, opting for the less expensive option of 90 day warranty without labor coverage.   She took the risk by doing that.   We certainly can't cover that expense when she declined that coverage to begin with.  Also, remember, this wasn't even our engine to sell.  We brokered it from another salvage yard, so we could not have personally ran and assessed the engine before it was pulled out.  So we can't be personally held responsible for poor workmanship on analyzing this engine before it was sold.   I have to say I am very disappointed this customer is unhappy after we went over and above what we had to do.  She got a full refund.  I personally, would be extremely grateful for that if I were her.   I hope she can sit back and realize that.   I am truly sorry she got a bad part.  Unfortunately, that is the nature of the used part industry.  Used parts can be defective.  Sorry, but I cannot do any more than a full refund in this case.  Sincerely, Ron (owner)

[redacted] bought a 6.7 core diesel engine from us and sold it to this customer, [redacted] [redacted].   He contracted us to ship it to him.Apparently the customer paid Matt direct for this.We indeed sent this customer the wrong engine by mistake and had it picked up…all shipping at our expense.  There was a time delay before we were informed the wrong engine was shipped.During the time the correct engine sat here, at Bay Auto parts,  our warehouse burned to the ground including all contents.We reimbursed [redacted] for the loss of the engineSo, we never had any direct dealings with customer, [redacted] [redacted].  We are technically a 3rd party handler.   We indeed admit that the customer never got the correct motor from us.  However, because he never bought it from us, he needs to recover his money from the party he bought it from, [redacted].   We cannot issue a refund on something we never directly sold and on a part we already refunded the original customer.I sincerely sympathize with this customer and agree he is entitled to his money back.  I regret we shipped him the wrong motor to begin with.   It cost us the shipping money both ways for that mistake.   However, he really needs to collect his money back from the person he paid the money to.  Pretty normal and legal business way to handle and transactions.  We are just a 3rd party and cannot provide a refund on something he never bought from us.Let me know if anything else is needed.Please confirm receiving this.Sincerely, [redacted]Bay Auto Parts

Review: I made an agreement to purchase a complete core engine (6.7L cummins diesel) with entire injection system for $1500 plus $300 freight with [redacted] in Feb of 2015. [redacted] apparently has ties at Bay Auto Parts. Bay Auto Parts was supposed to ship me the engine, however they messed up in the shipping department and sent my 6.7 core to a different customer along with a bunch of other core engines. Instead they sent me a junk 5.9L core missing many components. I called to figure out what happened and they accused me of lying. I had to prove to them that they sent the wrong engine (luckily the engine they sent had a phone number written on it from the previous owner who had shipped it to bay auto parts earlier). I was able to talk to that individual and he provided documentation to show this 5.9 was shipped to Bay Auto Parts earlier. Only then did Bay Auto Parts admit their mistake. [redacted] is the shipping manager at Bay Auto Parts who acknowledged the error. Then Bay Auto Parts had a fire at their facility and lost their building. This was the excuse they gave me for not immediately sending a replacement 6.7 to correct their shipping mistake. I patiently waited 8 months for a replacement. No engine ever arrived and I got multiple excuses. I now no longer need a 6.7 engine as I had to source another one for my needs. So now I am asking for a refund. Bay Auto Parts had the 5.9 engine shipped back to them a few weeks ago. I still have no refund of any money or a replacement 6.7 engine. As far as I am concerned, Bay Auto Parts (for their shipping mistake and lack of fixing their screw up) and [redacted] (who cashed my check and didn't ensure the goods he sold me were shipped by Bay Auto Parts) have stolen my $1800.Desired Settlement: Refund of my $1800.

Business

Response:

I will look into this. I am totally unaware of any of this. We did have a major fire of one of our warehouses where we handle core merchandise, so there is validity there. All the other facts I need to investigate here and respond next week. I am out of the office this week, working from a remote site today only. It appears we were just the shipper and never received the customers money, so the refund may have to come direct from the person he bought it from([redacted]). However, I will get the facts and try to sort this all out. Sincerely, [redacted] (owner)

Business

Response:

[redacted] bought a 6.7 core diesel engine from us and sold it to this customer, [redacted]. He contracted us to ship it to him.Apparently the customer paid Matt direct for this.We indeed sent this customer the wrong engine by mistake and had it picked up…all shipping at our expense. There was a time delay before we were informed the wrong engine was shipped.During the time the correct engine sat here, at Bay Auto parts, our warehouse burned to the ground including all contents.We reimbursed [redacted] for the loss of the engineSo, we never had any direct dealings with customer, [redacted]. We are technically a 3rd party handler. We indeed admit that the customer never got the correct motor from us. However, because he never bought it from us, he needs to recover his money from the party he bought it from, [redacted]. We cannot issue a refund on something we never directly sold and on a part we already refunded the original customer.I sincerely sympathize with this customer and agree he is entitled to his money back. I regret we shipped him the wrong motor to begin with. It cost us the shipping money both ways for that mistake. However, he really needs to collect his money back from the person he paid the money to. Pretty normal and legal business way to handle and transactions. We are just a 3rd party and cannot provide a refund on something he never bought from us.Let me know if anything else is needed.Please confirm receiving this.Sincerely, [redacted]Bay Auto Parts

Review: I bought a motor for my 2007 Mercury mountaineer from Bay Auto Parts. I was told they tested it before they delivered to make sure there were no issues with it. I had Howard Motors of Depere,Wisconsin install the motor. Right after picking up the truck it started leaking oil. I took the truck back to Howard Motors today and they found a bad oil sensor. So I called Bay Auto Parts to see if they would fix the motor since it was leaking since day one. He refuse to honor the 90 day warranty. I figured they tested it like they told me to make sure there were no issues. if they did test it they should have caught the oil leak. Now I have to pay 80 plus dollars to have it fixed. Now my drive way is covered in oil because of their mistake.Desired Settlement: I know they won't clean my drive way. I want a motor for my truck that does NOT leak oil. Fix it or refund me the cost to fix it.

Business

Response:

I have looked into this situation and have resolved it with the customer, today. The customer bought a used engine from us and an accessory, the oil sensor, leaked. A used engine is warrantied as a longblock(block and heads) only as clearly stated on our invoice. Accessories are left on for the convenience of the customer but not warrantied. I explained this to thew customer and he clearly understands it now. He was very courteous and respectful on the phone. For his trouble, I gave him 5 free admission passes to our self service yard, Grandpa Johns Pick and Pull and he was very happy with that. All appears to be ok now. [redacted], Owner