First Class Engines, LLC

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 [In the text of their email, they indicated the engine was compression tested and running fine How does an engine suddenly lose compression during shipment? I have a reasonable expectation of an engine that is operableThe labor costs doubled as a direct result of an inherently defective engineTheir position on this matter allows them to escape any liability for a fraudulent product No consumer would purchase a product on this basis "I'm dead because you killed me, but your warranty says you are not guilty of murder" This was not just a case of leaking gaskets (they were), I had to pay for installation and removal twiceMy original engine had poor compression-that's why I purchased one from this vender They replaced the engine because it was flawed while completely ignoring their flawed engine caused additional expensesTheir warranty states that they don't pay for labor costs There would not have been any if the engine was in operable conditionThe language about compression testing in the response is altered from the language regarding compression in the email [redacted]

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 First, they said in their statement that they clearly said in the email before they shipped that they need receipts to insure proper install, all I received before they shipped was an invoice of my payment that did says read are warranty (how many warranties have you read thoroughly before purchasing anything)Than they said I sent a picture of my mechanic’s garage and claimed he was certified.I did send a picture of his garage, I also sent pictures of the engine as shipped to me from Texas junk yard in Texas, a picture of my mechanic’s ASE plaque, a diagnostic report from Firestone, a copy of the Bill of lading from the shipping company used to ship from Texas, se attachedMy mechanic called them to discuss the findings on the engine and he gave them the link to validate his current and up to date ASE certification on line.This is a typical bait and switch, they originally said “I have a 40000-mile engine packed and ready to go right next to the door” I replied that’s the one I want, ill Pay you right now and they took my offer over the phone on the spotAfter receiving the engine, I was very disappointed and reluctantly gave them the benefit of the doubt and proceeded to deliver to my mechanic.They state in the rebuttal that the engine was tested, first of all this engine has been sitting for many many years and if the cylinders are not properly fogged they acquire rustOn this particular engine, you would need to remove the entire intake manifold to get the rear spark plugs out to properly fog them, also to do a compression testThis intake was never removed no testing was performed on this and they are lying directly to you.What test did they do if it was tested, and ware is the receipt for the flight the needed to travel to RCS RECYCLERS HWY N TYLER TX Se attached bill of ladingThis engines performance is very typical of an engine that had acquired a lot of rust on the cylinder walls and damaged the rings and cylinder once started and ran.I am not doubting that it ran when it was removed from a vehicle many years ago, I’m simply stating it is not the one with on it, if it were the rust would of not damaged the cylinders that badly, the aftermarket clutch removed also proof high milesI do not lie and I hate being lied to My mechanic is old school and is very qualified to determine what parts need replaced on an engine, that’s what they do!By reading the warrantee void requirement’s its clearly designed to give a free pass to ship anything and not ever have to replace anythingShip me the 40000-mile engine that’s packed and ready to go right next to the door that’s what I paid forBest regards [redacted] [redacted] ***

I have attached our email to the customer dated Nov 3rd We are clearly asking for the installation receipts from the time of the installation to be certain that this customer followed our required installation check list As per attached, they must show us original installation receipts showing that they did a new: water pump, timing belt/chain, thermostat, spark plugs and spark plug wires, manifold gaskets, valve cover gaskets, front and rear seals, oil pan gasket, fluids, oil filter, air filter (ie: everything on the list) We require these be done new at installation in order to insure a proper installation so that there is less of a chance of having a problem with the engine We make this clear up front as you can tell by the attached email which was originally sent to the customer via email at the time of installation We have made this clear to the customer (several times) and they keep trying to contact us even though the matter is considered resolved as far as we are concerned because the customer clearly did not follow our check list as they have not provided the required receipts

We sold this company an engine and there was an issue, so as per our warranty policy we picked up said engine at our own expense and shipped them another engine at our own expense and they have had no problem with the replacement engine. We did the right thing which was to replace the engine
as per our warranty, however, this customer has decided that our policies are not good enough so they want us to pay the labor and the rental car fees which were never part of the deal. They are looking for us to go outside our clearly written policy and just give them whatever they want. Why would we be at fault when we followed our warranty and gave them a replacement engine. As for the engine having an issue, that happens sometimes as it is, after all, a used part and that's the whole point of us having a parts replacement warranty. If the customer was not happy with the engine, they could have informed us before they installed it but they did no such thing and yes we did inform them of the condition at the time of the quote

This customer bought an engine from us. Every time anyone buys a used auto part, there is a chance it may have issues and that's why we have a warranty in place. When the engine was installed, the dealer said it was not usable. We paid for a 3rd party inspector to come and take a
look for our internal investigation to help us decide if the installation was done correctly so we could decide if the warranty claim was valid or not. We decided in favor of the customer because even though we suspected installation error on the part of the dealer, there was no way to prove that so we decided in favor of this customer and we picked the engine back up and sent him a full refund as per the warranty agreement. The full refund check was received by the customer on Dec 7th for the full amount of $4250. The customer was not taken advantage of in any wayThe used part had a parts warranty and we honored it by giving them a full refund. They are demanding a copy of our internal 3rd party test even though the test wad from our side (internal) and we are under no obligation to give it to them because we in fact sided with them (the customer) by giving them a full refund so the test is completely and totally irrelevant. They are demanding us pay for their labor charges, of which we never at any time agreed to doing and in fact quite the opposite as we made it crystal clear it was never a labor warranty. Please find the email attached, sent to the customer at the time of purchase showing clearly that it was not a labor warranty and in fact it says on the email "WARRANTY DOES NOT INCLUDE LABOR". Please find attached the receipt sent as an attachment to that same email at the time of purchase stating "warranty info: year parts" as well as "as discussed, this warranty is for parts, not labor". Also on our website policies page which is available for all the world to see via internet, it states we do not do labor warranty and we do not pay for labor. This customer states that we said we were a brick and mortar company that people could come and visit. We never said that. We are an internet company - people go online to find an engine, we have that engine sent to them with a parts warranty. Just because they demand labor be paid does not mean we did anything wrong, as we followed our policies and granted them a full refund as per the warranty agreement. This customer has even gone as far as to call the personal mobile phone of the relative of a person who works at our company, and we have proof of that and have alerted the authorities as well as our lawyers. To potential customers reading this, if you want a company to pay for your labor charges, don't buy from us because we don't offer any labor warranties on the used engines that are sent

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Its obvious the First Class Engines is promoting it sales representatives to exaggerate, embellish and even lie to get the sale and then the will search scrap yards for a close match*** said on the phone he had a forty thousand mile engine packed and ready to go right next to the doorware is ***'s office?This leads me to believe First Class is just a middle man with a huge mark up and have no problem sending customers engines that are not remotely close to what was described to them, one might get lucky its just a huge gamble.I would like it to be known that people cannot believe the reviews on the site or Facebook because they just block and delete all negative reviews the next day showing the public a and inaccurate representation of the companyPeople should have access to both positive and negative reviews.I purchased the engine to fix a car for my son, the previous owner purchased gaskets and seals but abandoned the project they were given to my mechanic along with the car, I tried to get the receipts from him but he said auto-zone couldn't find the recordsI didn't give my mechanic a copy of the warranty, I never thought it would be an issue with only miles I was promised a specific mile engine, if I would of got what I paid for I wouldn't be in this mess.First Class offered to sell me another engine at a discount, Who in there rite mind would ever trust that statement being through my experienceFool me once shame on you, fool me twice shame on me I didn't buy a high mileage engine I paid for a mile engine.Just return the profit you made from me, I'm sure its about
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We are paying for your companies mistake out of our own pocketHow can you justify that?
Regards,
*** ***

We stand by our original response. It's a used part and we shipped them a replacement as per the warrantywe did everything right

This customer bought an engine and it had a replacement warranty. It says on our website policies page we do not cover any labor. It says on the email to the customer with receipt we do not cover any labor. We, in fact, did honor the warranty agreed upon by sending this customer a
second engine because that's what the warranty is and always was - a replacement warranty. This customer has asked us to step outside the agreed upon terms of the deal and give them money for labor, which we never at any point agreed to. This customer has stated falsely that we have not honored our warranty, when in fact that is exactly what we did. For anyone reading this please understand we make it clear on our policies, at time of purchase and with customer receipts that we do not pay your labor charges. We never said we would, therefore we have done nothing wrong. Yes, used auto parts can have problems even when they are tested and that is the whole POINT of the replacement warranty, it does not guarantee there will never be a problem, it guarantees that if there is a problem, we will honor the terms of the agreement and to expect more is asking us to step outside our clear policies. If you want a labor warranty, you will need to look elsewhere. Also, we have the fewest bad reviews in the industry even though we sell over engines per year and that is because the people who tend to complain are those who ask us to forget about the agreed upon deal and just give them whatever they think is fair regardless of what was agreed to

Revdex.com:If First Class Engine did not sell us a damaged engine, we would not be in this situationFirst Class Engine is aware of a poorly repaired engine blockThey welded a bracket back on and it broke with in a thousand milesFirst Class did replace the engine so they are understanding the fact that their part has failedWe paid rental car coverage and additional gaskets and labor timeWe are looking for this company to stand behind their products and not sell faulty, unsafe and poorly repaired parts to consumersThank you.
Jason ***

Please understand that we are an online internet company and we have many locations (partners) we ship from all across the United States We do not try to hide that because it works beautifully for us People buy engines and we fulfill their orders, just like other online businesses do
We do not pretend to be one giant warehouse even though that is sometimes perceivedWe tell people we are headquartered in Wisconsin, but that in no way means we are shipping from Wisconsin, although sometimes we do ship from Wisconsin but mots times we do not We are shipping over 1,engines per year and sometimes there are mix ups with what engine is supposed to be shipped We are sorry for the delay in getting the engine picked up but we had requested it get picked up right away and sometimes the shipping companies take time to make the pick up It was brought to my attention yesterday that you were charged shipping but we had a mix up on the engine that was shippedwithin five minutes of hearing that you had mistakenly been charged for shipping yesterday 8/21/17, I refunded the remaining $and I had already refunded the $1250, therefore a full refund of $has already been done as of yesterday and this info was emailed to you yesterday, but you seemed to have left that part out of the complaint Again, we have done a full refund and we apologize profusely for the time delay as well as the mix up in the engine shipment and we wish you the very best

For anyone reading this please understand that we require proof of a proper install before we consider any warranty claim On every customer's email with their receipt it saysPlease make sure to go to our website @ www.firstclassengines.com and view our policies on warrantyPlease keep all
receipts of parts purchased to validate warranty just in case you need to file a claimFirst Class Engines, LLC will not honor any warranty unless the Warranty guidelines are followed.Installation Check List: (Failure to complete the following will void Warranty) • Determine why the original engine failure occurred and make appropriate repairs• Insure this engine is the same application as the one being replaced• Clear all computer diagnostic codes from the vehicle prior to installing• Inspect and replace gaskets & seals (front seal, rear main seal, valve cover gaskets, oil pan gaskets, manifold gaskets)• Install new thermostat & gasket• Replace the timing belt (if it has one)• Remove all "cap-plugs" orifice covers• Replace water pump• Install replacement sparkplugs & wires• Exchange the flywheel and bolts• Exchange attached accessory items to insure proper fit (mounts, intake manifold(if needed), exhaust manifold(if needed), distributor, sensors)• Disable fuel/ignition before attempting to start engineThis will allow the oil to prime as indicated by the manufacturer• Replace engine oil, oil filter, air filter, fuel filters, coolant-antifreeze• Drain excess oil and coolant from exhaust system• If equipped with an engine oil cooler, the radiator or external cooler must be replaced• Insure the cooling system is flushed and functioning properly.We did not get any receipts from this customer, he sent a picture of the installers garage and says he's certified, but we clearly said in the email (before we shipped) that we need receipts showing proper installThe reason we require this is because if a proper installation is not done then it is most often install error that causes issues with enginesThis engine was tested and it was never part of the agreement to provide some kind of document showing testing, that is clearly something that needs to be asked for before a customer buys our product, not after

I have attached our email to the customer dated Nov 3rd 2017.  We are clearly asking for the installation receipts from the time of the installation to be certain that this customer followed our required installation check list.  As per attached, they must show us original installation...

receipts showing that they did a new: water pump, timing belt/chain, thermostat, spark plugs and spark plug wires, manifold gaskets, valve cover gaskets, front and rear seals, oil pan gasket, fluids, oil filter, air filter (ie: everything on the list).  We require these be done new at installation in order to insure a proper installation so that there is less of a chance of having a problem with the engine.  We make this clear up front as you can tell by the attached email which was originally sent to the customer via email at the time of installation.  We have made this clear to the customer (several times) and they keep trying to contact us even though the matter is considered resolved as far as we are concerned because the customer clearly did not follow our check list as they have not provided the required receipts.

Our website and the receipt the customer received clearly state that we never pay labor charges under any conditions.  This customer states that our policy says that compression tests are done, however our policy does not say anything about compression at all.  Here is a link to our policy...

page:  http://www.firstclassengines.com/policies.  On the sales/product pages of our website, it states that "Our experienced mechanics run test the engines for about 1/2 hour and also do compression & leak down testing if necessary."      Compression tests are done if a problem is suspected.  Engines were run tested and they were running good at the time they were tested.  We followed our policies and sent the customer replacements.  The customer stated that the 3rd engine we sent is in the vehicle and running good.  Labor costs are not our responsibility and that is clear from our policies.

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. 
I am not simply making claims or looking for a handout. If you initially had sent me an engine that worked, we would not be in dispute. The first engine was not installable because of a broken block.   The second engine was unusable because of poor compression.
That was my original problem.  I understand used parts, but that used part is supposed to work, otherwise why would anyone purchase from you? You claim that the engine was tested and running good,  However, it mysteriously lost compression during shipment.  I am not looking for a handout, but I am looking for justice.The work was not done by some "shade tree mechanic".  This shop has be in business for over forty years.  The mechanic had informed  of the issues with the engines.
I have said multiple times that your junk engine cost me twice the installation and removal.  This situation did not cost you anything-It cost me $2300, but I'm looking for a handout.

[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 the whole issue is that this was their error (in their policy they guarantee) the motor to at least work when we received the first one it didn't - the garage has to be paid every time they do a complete installation of an engine---- since the First motor DID NOT WORK it seems pretty crystal clear that when the second one was sent we have to pay for two motors to be installed- This is not our fault (the customer) -- The place that sent the faulty broke engine should at least help out with these added charges- and upon our phone discussions these customer service guys lead us to believe they would assist with this. Buyer beware- these engines are all in poor condition- just get one from a Junk Yard you will be better off
Regards,
[redacted]

When anyone buys a used part (from anyone, not just us) they are ALWAYS taking a chance because it is a USED PART.  We did test these engines while they were still in the vehicles as stated and they were running good.  Our warranty is a clearly spelled out parts only warranty and we will not ever pay for anyone's labor and that is spelled out as I have said multiple times.  The only people who go onto Revdex.com to make complaints against us are those who are looking for a hand out and not getting it - they are looking for us to go above & beyond our clearly written policies and that is not going to happen.  We sent a replacement engine both times that the customer claimed that the engines were not working properly.  I will not even consider paying anyone labor charges ever and that is why I have this clearly written in our policies.  There is nothing wrong with the policies - just because we test the engines, does not mean there will never be a problem - and that's the whole point of a warranty - if there is a problem, we take action according to our warranty & that is what we did by sending him replacement engines.. even though we never got those original engines back, so for all we know he has 3 good running engines.

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 did finally get [redacted] with First Class Engines to offer me a refund. His original refund offer was 1250 out of the 1650 I had paid. He informed me he "waived the restocking fee, and that if I had looked at my receipt, I would have noticed that I am responsible for shipping both directions if I refuse the motor." I did look at my receipt, it did not state any such thing. There was a link attached to the e-mail with information on the warranty that states the following :All Refunds, regardless of the circumstances, are given on the price of the part(s) only - customer is responsible for shipping both directions. The only exception is if we ship the wrong product.  If the customer orders the wrong product, they are responsible for all shipping charges & subject to restocking fee. Remember that the part we send may not be the same year model as your vehicle. The auto industry made parts that often fit several model years.    I informed him I had already contacted my bank, the Revdex.com, and my lawyer would be next if this issue was not resolved. He sent me an e-mail back advising me that I had "whined enough to get my way, and he hopes that it all works out for me." He proceeded to call me "darling" trying to pretty much tell me that I was a problem customer. I ordered a motor with 46k miles, a motor with 131 miles shows up, and he would hang up before we could speak, the phone would go straight to voicemail, it was horrible. There was some miscommunication between my spouse and myself, and he attempted to contact [redacted] to see what was going on with the refund situation. [redacted] answered the phone pretending to be a guy named "Stevie." There are only 3 gentleman that work here, Matt, Tim and [redacted]. The Terry has never answered the phone when I have called. My boyfriend is southern, and has an accent. [redacted]/Stevie proceeded to mock my spouse in a slow, southern accent, twist words (which he has done when I speak to him) and act like an utter as. They do not know to keep a customer informed or keep in touch. They do not know how to respect a customer.
Regards,
[redacted]

This customer got our contact email from our website but failed to look at our policies which are clearly written on the website for all to see at http://www.firstclassengines.com/policies.    A couple of things to point out for those reading this.. always read a company's policy page...

before doing business with them.  We didn't lie to anyone.  The engine was indeed tested & ran just fine.  We do not guarantee the external parts, only the actual internal engine parts, after all we are selling the engine!  This was in the email with the receipt and also on the receipt where it directs customers to our warranty policy.From the policy page of our website:"Keep in mind - a parts warranty means parts, not labor."Here is what the Warranty does NOT cover:A) Engine accessories are not under warranty - these accessories include, but are not limited to: seals, gaskets, belts, flywheel, clutch, coils, motor mounts, thermostat, spark plugs, water pump, starter, sensors, timing cover, timing belt, alternator, distributor, valve covers, valve cover tube seals, carburetor, manifolds, fuel lines, fuel rails, crank sprocket, cam gear, external wiring.E) Does not cover rental, towing charges, insurance claims, freight charges, labor cost(unless specified).Here are the Customer Warranty Requirements: 1.  For Engines:Install a new water pump, new water hoses, & all new seals and new gaskets (except head gasket) before install.  Also rod out the radiator.In summary:**Every used engine we send must have a new water pump in order to validate the warranty.**We don't pay labor charges ever for used engines.**Intake manifold is an accessory and not covered as is clearly written on our email with receipt as well as our policies.We keep our policies online so that any customer/potential customer can and should read them before deciding to do business with us.