First Class Engines, LLC

The intention of the policy was always to be that the customer is responsible for shipping regardless of the circumstances.  Since there was some confusion as to what the policy pertains to, we went ahead and moved it to the bottom under 'Refund Policy' so that there would be less confusion.  It is still the same, just moved so that it is even more clear.  We have every right to update our policies for our company.

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 operable. The labor costs doubled  as a direct result of an inherently defective engine. Their 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 twice. My 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 expenses. Their warranty states that they don't pay for labor costs.  There would not have been any if the engine was in operable condition. The language about compression testing in the response is altered from the language regarding compression in the email.
[redacted]

our policies can be seen by anyone at www.firstclassengines.com/policies.Customer's receipt which he attached clearly says to read the warranty policy.  The policy says specifically:First Class Engines WILL accept returns under the following conditions4.     The customer can produce all parts store printed receipts per the installation policy.We did not get any receipts showing the proper install was done.. As per our policy, to validate the warranty they needed to show receipts to show they followed the installation guidelines:For Engines: Be sure to install a new timing belt (on belt drive engines) and set timing before install.The Customer is responsible for installing any necessary accessories that they have to take off the old engine and/or transmission and/or buy new accessories (again engine accessories are not part of the warranty).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.For Engines:Install new oil, new spark plugs, new oil filter, new thermostat and fresh coolant prior to install.  Replace the oil pan with your existing oil pan if yours is in better shape - we do not gurantee the oil pan whatsoever as it is external and not at all part of the internal running parts of the engine.For transmissions: replace front seals and axle seals, flush & inspect transmission cooling lines, add fluid to manufacturer’s suggested levels, install new transmission filter kit, properly align and install the torque converter, adjust the throttle position sensor cable.Install new fluids & new filter and new gaskets.We received no receipts for any of that.  As for the bait and switch comment.  "We ship nationwide (USA) from several strategic locations"   that is right from the top of our home page.. We have partnerships and we are very clear about this. The engine was tested and we offered to get the customer another engine at a deep discount cost to help, but they want us to go outside our clearly written policies and for us to just assume the correct install was done without any receipts to verify. We require the correct installation procedure to be done and receipts to prove it, not as some mysterious loop hole, but to help protect people from improper installation procedures which can damage the tested engines we send.  Saying your mechanic is qualified does not mean you have given us receipts to show that the proper installation was done.  If he bought a new water pump, new gaskets, new seals, new thermostat, etc, then why are we not able to receive the receipts showing that these things were done?

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 spot. After 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 rust. On 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 test. This 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 10809 HWY 271 N TYLER TX  75708. 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 40000 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 for. Best regards      [redacted]
[redacted]  [redacted]

As mentioned previously, we did the $1250 partial refund and then within an hour we did the other $400 for a total of $1650 which is a full refund.  So yes we did a $1250 refund (refund minus shipping) but then the customer pointed out we had shipped the wrong engine, so we almost immediately gave the rest of the refund to her!  That part keeps getting left out, we were wrong and we corrected it right away.  As to the allegations, we are now into a lot of he said, she said, but we will do an internal investigation to make sure that if that sort of thing did happen, that it won't happen again and we appreciate the feedback.  Please understand we did a full refund so this matter is resolved and we sincerely apologize that you did not have a good experience with us.

Our policies can be seen by anyone at www.firstclassengines.com/policies.  A lot of companies do refunds on the part, not on shipping, regardless of circumstances.  We waived the restocking fee in this instance, even though we didn't have to.
Here is the relevant part of the...

policy:
Refund Policy
**All Refunds, regardless of the circumstances, are given on the price of the part(s) only - customer is responsible for shipping both directions.  There is a 30% restocking fee.