Refused to honor 5-year warranty after 1-year engine knocks I bought a 7.3l instead of a 6.9l engineThey are the same engine and are compatibleFound seller on Ebay, arranged purchase on the phone, was sent invoice and paid via PayPalA little over a year later the engine started knockingThey told me to get documented diagnosis from an auto shopWhen I sent it in they denied the warranty on basis it was not the correct engine for my truckThe salesperson I dealt with was aware of my minor upgrade to the slightly larger engineNow I am stuck with a broke truck again and wasted $for install and purchase of the engine for one year of operationThey should verify warranty compatibility via VIN otherwise I would have gotten the or gotten documentation it is a valid substitute
Business Response to a Complaint # Complaint ID#: [redacted] Company Name: CarMonkeys.com Inc Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: t seems that this customer wrote to Revdex.com one day after he informed us about the problem and that’s why his description does not cover entire storyWe worked with him all the way to resolve this issueWe sell used engines and transmissions and we sometimes buy them from our partnersAll parts are tested but not necessarily day before shippingIn this case it was years old engine that was tested few months before and put on the shelfWhen customer initially saw problems with engine he called us immediately saying that he wants returnWe advised him that he would need to pay return shipping and 20% of restocking fee unless he has some proof from third party (licensed mechanic) that engine is faultyHe got back to us next day that he may go to licensed shop to do diagnosticsWe told him that we will pay for itAfter diagnostic was done and problems confirmed we gave customer two options: either get replacement engine from us or let us pay for fix on existing engineHe decided to have engine fixedThen after a week we’ve got invoices from repair shop and we returned customer $for their services performedCustomer actually wanted additional $for all replaced gaskets but as per our warranty policy ( [redacted] ) we always ask customers to replace them themselves before using engineCost of labor and gasket/oil replacement is customer responsibilityWe stand behind our warranty and always work with customers that experience problems with parts purchased from usThese are used parts and purchased well below price of the new replacement Sent on: 3/22/11:18:AM
There seems to be misunderstanding between customer request for return of the part and what our sales person thought of itHe tried to cover additional parts replacements and was not aware that customer wants to return entire engineOnce it was clarified we have refunded customer entire amount he paid and informed customer about it
Customer purchased used transmission from us online and he selected wrong one for his carHere is the latest email we’ve
sent to customer on May 2015: “After reviewing the pictures we found that we did in fact send a Cbut you need an E4OD we have the correct transmission in stock for $, you will need to have the first transmission returned to us once we get it back we can issue a refund or use the money towards the correct transmissionWe can not ship out the second transmission until it is paid for in fullTo speed up the process you can purchase the second transmission outright and we will ship it out asap then we can arrange the shipping back on the first one or you can ship it back yourself.” We didn’t get any response from customer and we didn’t get back the partCustomer still has itI am not sure what he wants from us at this pointThere is not communication from him and he didn't ship it back
When customer has received the engine that was in no good shape, customer should contact us, the merchant that sold this engine to customerInstead customer immediately started dispute with credit card about the paymentWe even didn't
know that customer has any problems with the engineFew days later I noticed chargeback in our account and I looked it upI didn't find any record that customer contacted us about the merchandise so I described entire case with the information that I don't know anything and that we did not received back our partFew days later we've got email from customer where she described that part was in very bad shape, she sent us photos and she told us about dispute she filedI responded that she should contact us first, that I filed my response few days ago and that we don't need this engine anymore and she can dispose of itAnd that's it, money was taken from our account and for us case is closedWhat is going on now is the bureaucracy of the dispute system with banks talking to each other and to VisaEventually customer will get their refund but there is nothing we can do about it now, nobody is asking us about anything, if they do we will accept this chargeTo avoid this prolonged dispute customer should contact us, the merchant, when she received bad partAfter seeing photos, we would refund her immediatelyInstead she went behind our back to the bank and started this process
The customer received exactly what we promised, a run and tested USED part, as our website statesThe customer was unhappy because
they were under the impression that the engine was rebuilt, as she stated in emailsWe offer a day return, which is subject to return shipping and a 20% restocking feeThe customer chose to deliver the engine back themselves which is perfectly fine, and we did not deduct anything for return shipping costs since there were noneI'm not aware of who the customer spoke to at the location regarding the restocking fee, however no one from our company works at that location, they are simply a supplierThe customer has been refunded minus the 20% restocking fee according to our clearly stated return policy
width="60%" "width: 489.289764404297px; margin: 0px; padding: 3pt; text-align: left;">
We have never got any documentation from the customer or received phone call about this caseWe actively respond to any warranty case but this one is completely unknown to usCan you please ask customer to provide email (date and recipient address) that he used to provide us with any documentation or inquiry about the case? We search everywhere and could not find anything that this customer contacted us at all
This is response to customer complaint ID: *** Original order was for used Jeep engineOur record show that customer called us once after about a month of purchase and he stated that he installed the engine and the
engine does not runHe was asked few questions and was told that we need statement from certified mechanic (one that we can call and verify it) and possibly pictures of the engine to see how it looks and if any damage is visibleCustomer then mentioned that he installed it himself and was told that it breaks the warranty:http://www.carmonkeys.com/t/free-5-years-unlimited-miles-warrantyWarran...⇄ says: All parts must be installed by a certified mechanic at licensed repair facility (This is to avoid situations where hobbyists are installing complicated machinery, making mistakes in some procedures, possibly breaking parts and demanding warranty) Since then we didn't get any communication from customer, didn't receive any emails and any documentation whatsoeverTo avoid situation like this when customer is describing phone conversations that didn't take place we prefer all warranty inquiries and documentation to be sent via emailEveryone can then use itWe didn't receive single email from customer
This is the worst site one could ever purchase from. They sent us the wrong engine, pieces were busted example distributer cap along with hoses. The cap was on the wrong side because it was the wrong engine took a week to reach them. We had to pay the shipping to ship the wrong one back ended up not getting the new one from them because it was going to cost so much and be such a loss if it came back wrong as well. DO NOT EVER PURCHASE FROM THIS COMPANY!
There seems to be misunderstanding between customer request for return of the part and what our sales person thought of it. He tried to cover...
additional parts replacements and was not aware that customer wants to return entire engine. Once it was clarified we have refunded customer entire amount he paid and informed customer about it.
Business Response to a Complaint
padding: 3pt; border: #f0f0f0; background-color: transparent;">
Complaint ID#:
[redacted]
Company Name:
[redacted]
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
Customer ordered used transmission on 2/19/14 at 7:25 PM on Wednesday via our website. We started processing order next day and ordered part from our partner warehouse that supposed to be shipped on Friday 2/21/14. On Monday 2/24/14 we checked all shipments and found out that part was not shipped. We contacted warehouse and was told that part is defective and not usable. So we ordered part from another partner to be shipped on 2/26/14 from Massachusetts. This was the week when heavy snow storm hit Northern East Coast and everything was delayed. Trucks could not drive and all freight shipments were put on hold. Shipment was delayed two days and was picked up on 2/28/14. It was delivered on 3/6/14 but that was out of our control. Transmission weights 280 lbs, requires special equipment to handle and can be only shipped via freight trucks. These shipments follow different rules then small packages sent via [redacted] or[redacted]. We have never told customer that she can receive part within 3 days. That is logistically impossible and it’s not mentioned anywhere on our website. Handling and packing (sometimes to palette) takes usually 1-2 days. Plus shipment another few days, depending where is goes and how freight company schedules it. We understand that this ordered was delayed and we apologized to customer for it. At the end customer was not satisfied with the part and was 100% refunded – at our significant financial loss.
Sent on: 3/17/2014 7:49:26 PM
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. As stated in the reply, Carmonkeys had refunded the entire payment without any desire to have the engine shipped back to them. This complaint has been resolved to my satisfaction. Thank you for your involvement.
i
Business Response to a Complaint
padding: 3pt; border: #f0f0f0; background-color: transparent;">
Complaint ID#:
[redacted]
Company Name:
CarMonkeys.com Inc
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
t seems that this customer wrote to Revdex.com one day after he informed us about the problem and that’s why his description does not cover entire story. We worked with him all the way to resolve this issue. We sell used engines and transmissions and we sometimes buy them from our partners. All parts are tested but not necessarily day before shipping. In this case it was 21 years old engine that was tested few months before and put on the shelf. When customer initially saw problems with engine he called us immediately saying that he wants return. We advised him that he would need to pay return shipping and 20% of restocking fee unless he has some proof from third party (licensed mechanic) that engine is faulty. He got back to us next day that he may go to licensed shop to do diagnostics. We told him that we will pay for it. After diagnostic was done and problems confirmed we gave customer two options: either get replacement engine from us or let us pay for fix on existing engine. He decided to have engine fixed. Then after a week we’ve got invoices from repair shop and we returned customer $395.88 for their services performed. Customer actually wanted additional $100 for all replaced gaskets but as per our warranty policy ([redacted]) we always ask customers to replace them themselves before using engine. Cost of labor and gasket/oil replacement is customer responsibility. We stand behind our warranty and always work with customers that experience problems with parts purchased from us. These are used parts and purchased well below price of the new replacement.
Sent on: 3/22/2014 11:18:26 AM
Refused to honor 5-year warranty after 1-year engine knocks
I bought a 7.3l instead of a 6.9l engine. They are the same engine and are compatible. Found seller on Ebay, arranged purchase on the phone, was sent invoice and paid via PayPal. A little over a year later the engine started knocking. They told me to get documented diagnosis from an auto shop. When I sent it in they denied the warranty on basis it was not the correct engine for my truck. The salesperson I dealt with was aware of my minor upgrade to the slightly larger engine. Now I am stuck with a broke truck again and wasted $4000 for install and purchase of the engine for one year of operation. They should verify warranty compatibility via VIN otherwise I would have gotten the 6.9 or gotten documentation it is a valid substitute.
Complaint: [redacted]
I am rejecting this response because:My original receipt from car monkeys says I paid $185 for shipping to my residence. I am not asking for that back. Why do I need to pay over $250 more for shipping? I already paid $185. I just want a full refund for my motor.
Regards,
[redacted]
The motor was never installed. I explained the possible confusion with this in the original complaint. The motor was taken to a certified mechanic shop. A Car Monkeys employee actually called and spoke with a mechanic named Andy, the owner of [redacted]s, who stated that he told them the motor was seized up with high possibility of internal damage and did not recommend the motor be installed. I believe the Car Monkeys employee put me on hold/hung up on me while he called [redacted]s. At this time [redacted]s is doing a complete inspection of the engine to include any evidence of the motor being recently installed or attempts to. I will fax this inspection documentation with contact info for the mechanic at [redacted]s. I will also be faxing phone records showing the multiple times that I called Car Monkeys trying to remedy this situation. If I can get the phone records for [redacted]s showing that Car Monkeys contacted them by phone I will fax that as well. Once again, our first concern is just to return this motor and have a working/functional replacement sent in it's place. A refund will be the second option but not preferred. If you do a review search on this company (which I should have done) you will find that this is NOT the first time an incident like this has occurred. In fact there are several on different review sites.
Refused to honor 5-year warranty after 1-year engine knocks I bought a 7.3l instead of a 6.9l engineThey are the same engine and are compatibleFound seller on Ebay, arranged purchase on the phone, was sent invoice and paid via PayPalA little over a year later the engine started knockingThey told me to get documented diagnosis from an auto shopWhen I sent it in they denied the warranty on basis it was not the correct engine for my truckThe salesperson I dealt with was aware of my minor upgrade to the slightly larger engineNow I am stuck with a broke truck again and wasted $for install and purchase of the engine for one year of operationThey should verify warranty compatibility via VIN otherwise I would have gotten the or gotten documentation it is a valid substitute
Business Response to a Complaint # Complaint ID#: [redacted] Company Name: CarMonkeys.com Inc Company Contact: [redacted] Company Phone: ###-###-#### Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: t seems that this customer wrote to Revdex.com one day after he informed us about the problem and that’s why his description does not cover entire storyWe worked with him all the way to resolve this issueWe sell used engines and transmissions and we sometimes buy them from our partnersAll parts are tested but not necessarily day before shippingIn this case it was years old engine that was tested few months before and put on the shelfWhen customer initially saw problems with engine he called us immediately saying that he wants returnWe advised him that he would need to pay return shipping and 20% of restocking fee unless he has some proof from third party (licensed mechanic) that engine is faultyHe got back to us next day that he may go to licensed shop to do diagnosticsWe told him that we will pay for itAfter diagnostic was done and problems confirmed we gave customer two options: either get replacement engine from us or let us pay for fix on existing engineHe decided to have engine fixedThen after a week we’ve got invoices from repair shop and we returned customer $for their services performedCustomer actually wanted additional $for all replaced gaskets but as per our warranty policy ( [redacted] ) we always ask customers to replace them themselves before using engineCost of labor and gasket/oil replacement is customer responsibilityWe stand behind our warranty and always work with customers that experience problems with parts purchased from usThese are used parts and purchased well below price of the new replacement Sent on: 3/22/11:18:AM
There seems to be misunderstanding between customer request for return of the part and what our sales person thought of itHe tried to cover additional parts replacements and was not aware that customer wants to return entire engineOnce it was clarified we have refunded customer entire amount he paid and informed customer about it
Customer purchased used transmission from us online and he selected wrong one for his carHere is the latest email we’ve
sent to customer on May 2015: “After reviewing the pictures we found that we did in fact send a Cbut you need an E4OD we have the correct transmission in stock for $, you will need to have the first transmission returned to us once we get it back we can issue a refund or use the money towards the correct transmissionWe can not ship out the second transmission until it is paid for in fullTo speed up the process you can purchase the second transmission outright and we will ship it out asap then we can arrange the shipping back on the first one or you can ship it back yourself.” We didn’t get any response from customer and we didn’t get back the partCustomer still has itI am not sure what he wants from us at this pointThere is not communication from him and he didn't ship it back
When customer has received the engine that was in no good shape, customer should contact us, the merchant that sold this engine to customerInstead customer immediately started dispute with credit card about the paymentWe even didn't
know that customer has any problems with the engineFew days later I noticed chargeback in our account and I looked it upI didn't find any record that customer contacted us about the merchandise so I described entire case with the information that I don't know anything and that we did not received back our partFew days later we've got email from customer where she described that part was in very bad shape, she sent us photos and she told us about dispute she filedI responded that she should contact us first, that I filed my response few days ago and that we don't need this engine anymore and she can dispose of itAnd that's it, money was taken from our account and for us case is closedWhat is going on now is the bureaucracy of the dispute system with banks talking to each other and to VisaEventually customer will get their refund but there is nothing we can do about it now, nobody is asking us about anything, if they do we will accept this chargeTo avoid this prolonged dispute customer should contact us, the merchant, when she received bad partAfter seeing photos, we would refund her immediatelyInstead she went behind our back to the bank and started this process
The customer received exactly what we promised, a run and tested USED part, as our website statesThe customer was unhappy because
they were under the impression that the engine was rebuilt, as she stated in emailsWe offer a day return, which is subject to return shipping and a 20% restocking feeThe customer chose to deliver the engine back themselves which is perfectly fine, and we did not deduct anything for return shipping costs since there were noneI'm not aware of who the customer spoke to at the location regarding the restocking fee, however no one from our company works at that location, they are simply a supplierThe customer has been refunded minus the 20% restocking fee according to our clearly stated return policy
width="60%" "width: 489.289764404297px; margin: 0px; padding: 3pt; text-align: left;">
We have never got any documentation from the customer or received phone call about this caseWe actively respond to any warranty case but this one is completely unknown to usCan you please ask customer to provide email (date and recipient address) that he used to provide us with any documentation or inquiry about the case? We search everywhere and could not find anything that this customer contacted us at all
This is response to customer complaint ID: *** Original order was for used Jeep engineOur record show that customer called us once after about a month of purchase and he stated that he installed the engine and the
engine does not runHe was asked few questions and was told that we need statement from certified mechanic (one that we can call and verify it) and possibly pictures of the engine to see how it looks and if any damage is visibleCustomer then mentioned that he installed it himself and was told that it breaks the warranty:http://www.carmonkeys.com/t/free-5-years-unlimited-miles-warrantyWarran...⇄ says: All parts must be installed by a certified mechanic at licensed repair facility (This is to avoid situations where hobbyists are installing complicated machinery, making mistakes in some procedures, possibly breaking parts and demanding warranty) Since then we didn't get any communication from customer, didn't receive any emails and any documentation whatsoeverTo avoid situation like this when customer is describing phone conversations that didn't take place we prefer all warranty inquiries and documentation to be sent via emailEveryone can then use itWe didn't receive single email from customer
This is the worst site one could ever purchase from. They sent us the wrong engine, pieces were busted example distributer cap along with hoses. The cap was on the wrong side because it was the wrong engine took a week to reach them. We had to pay the shipping to ship the wrong one back ended up not getting the new one from them because it was going to cost so much and be such a loss if it came back wrong as well. DO NOT EVER PURCHASE FROM THIS COMPANY!
There seems to be misunderstanding between customer request for return of the part and what our sales person thought of it. He tried to cover...
additional parts replacements and was not aware that customer wants to return entire engine. Once it was clarified we have refunded customer entire amount he paid and informed customer about it.
Business Response to a Complaint
padding: 3pt; border: #f0f0f0; background-color: transparent;">
Complaint ID#:
[redacted]
Company Name:
[redacted]
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
Customer ordered used transmission on 2/19/14 at 7:25 PM on Wednesday via our website. We started processing order next day and ordered part from our partner warehouse that supposed to be shipped on Friday 2/21/14. On Monday 2/24/14 we checked all shipments and found out that part was not shipped. We contacted warehouse and was told that part is defective and not usable. So we ordered part from another partner to be shipped on 2/26/14 from Massachusetts. This was the week when heavy snow storm hit Northern East Coast and everything was delayed. Trucks could not drive and all freight shipments were put on hold. Shipment was delayed two days and was picked up on 2/28/14. It was delivered on 3/6/14 but that was out of our control. Transmission weights 280 lbs, requires special equipment to handle and can be only shipped via freight trucks. These shipments follow different rules then small packages sent via [redacted] or[redacted]. We have never told customer that she can receive part within 3 days. That is logistically impossible and it’s not mentioned anywhere on our website. Handling and packing (sometimes to palette) takes usually 1-2 days. Plus shipment another few days, depending where is goes and how freight company schedules it. We understand that this ordered was delayed and we apologized to customer for it. At the end customer was not satisfied with the part and was 100% refunded – at our significant financial loss.
Sent on: 3/17/2014 7:49:26 PM
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. As stated in the reply, Carmonkeys had refunded the entire payment without any desire to have the engine shipped back to them. This complaint has been resolved to my satisfaction. Thank you for your involvement.
i
Business Response to a Complaint
padding: 3pt; border: #f0f0f0; background-color: transparent;">
Complaint ID#:
[redacted]
Company Name:
CarMonkeys.com Inc
Company Contact:
[redacted]
Company Phone:
###-###-####
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
[redacted]
Response:
t seems that this customer wrote to Revdex.com one day after he informed us about the problem and that’s why his description does not cover entire story. We worked with him all the way to resolve this issue. We sell used engines and transmissions and we sometimes buy them from our partners. All parts are tested but not necessarily day before shipping. In this case it was 21 years old engine that was tested few months before and put on the shelf. When customer initially saw problems with engine he called us immediately saying that he wants return. We advised him that he would need to pay return shipping and 20% of restocking fee unless he has some proof from third party (licensed mechanic) that engine is faulty. He got back to us next day that he may go to licensed shop to do diagnostics. We told him that we will pay for it. After diagnostic was done and problems confirmed we gave customer two options: either get replacement engine from us or let us pay for fix on existing engine. He decided to have engine fixed. Then after a week we’ve got invoices from repair shop and we returned customer $395.88 for their services performed. Customer actually wanted additional $100 for all replaced gaskets but as per our warranty policy ([redacted]) we always ask customers to replace them themselves before using engine. Cost of labor and gasket/oil replacement is customer responsibility. We stand behind our warranty and always work with customers that experience problems with parts purchased from us. These are used parts and purchased well below price of the new replacement.
Sent on: 3/22/2014 11:18:26 AM
Refused to honor 5-year warranty after 1-year engine knocks
I bought a 7.3l instead of a 6.9l engine. They are the same engine and are compatible. Found seller on Ebay, arranged purchase on the phone, was sent invoice and paid via PayPal. A little over a year later the engine started knocking. They told me to get documented diagnosis from an auto shop. When I sent it in they denied the warranty on basis it was not the correct engine for my truck. The salesperson I dealt with was aware of my minor upgrade to the slightly larger engine. Now I am stuck with a broke truck again and wasted $4000 for install and purchase of the engine for one year of operation. They should verify warranty compatibility via VIN otherwise I would have gotten the 6.9 or gotten documentation it is a valid substitute.
Complaint: [redacted]
I am rejecting this response because:My original receipt from car monkeys says I paid $185 for shipping to my residence. I am not asking for that back. Why do I need to pay over $250 more for shipping? I already paid $185. I just want a full refund for my motor.
Regards,
[redacted]
The motor was never installed. I explained the possible confusion with this in the original complaint. The motor was taken to a certified mechanic shop. A Car Monkeys employee actually called and spoke with a mechanic named Andy, the owner of [redacted]s, who stated that he told them the motor was seized up with high possibility of internal damage and did not recommend the motor be installed. I believe the Car Monkeys employee put me on hold/hung up on me while he called [redacted]s. At this time [redacted]s is doing a complete inspection of the engine to include any evidence of the motor being recently installed or attempts to. I will fax this inspection documentation with contact info for the mechanic at [redacted]s. I will also be faxing phone records showing the multiple times that I called Car Monkeys trying to remedy this situation. If I can get the phone records for [redacted]s showing that Car Monkeys contacted them by phone I will fax that as well. Once again, our first concern is just to return this motor and have a working/functional replacement sent in it's place. A refund will be the second option but not preferred. If you do a review search on this company (which I should have done) you will find that this is NOT the first time an incident like this has occurred. In fact there are several on different review sites.