Harris Real Estate & Insurance Inc

The customer must not have understood our response to his last complaint. We offered to credit the customer for the engine provided he returns the complete engine to us. We did not mention an in store credit. We intended to credit his credit card for the total purchase price and were not going to charge the percent restocking fee
Ace Auto Salvage has been in business for over years and customer service is important to us. Despite indications that our engine was damaged by the customer, we are willing to refund the customer's purchase price. The customer explanation regarding the heat tabs is not valid. The heat tabs are mounted on the freeze plug on the motor. This guarantees that the heat tabs will only melt due to high coolant temperatures. The heat tabs are standard practice for our industry to verify whether an installed motor is overheated and consequently melted heat tabs void engine warranties

Ace Auto Salvage did sell a used engine for a Jeep Cherokee on March 3, to this customer. All of our used engines are checked, inspected and tested before we sell them. In addition, heat tabs are placed on all the used engines we sell to detect if the customer
overheats/damages the engine after installation These heat tabs are placed on the engines for our protection. If these tabs are melted, we know that the engine was installed and run and the customer either overheated the engine or there was something else wrong with their car that caused the engine to overheat and consequently damage our engine. This practice is standard in the industry and used by all other auto salvage dealers
Ace Auto Salvage does have a day warranty on all our used engines. This warranty however does not cover parts that are damaged, altered or modified - not in the same condition as when purchased. This policy is clearly stated on our website and discussed with our customers upon the purchase of used engines and transmissions.
The customer did call and inform us that the engine was knocking. As the customer notified us within days, we agreed to deliver another engine. Upon dropping off the replacement engine, our delivery driver noted that the original engine we sold them was visibly damaged. Specifically, the heat tabs were melted indicating the engine had been overheated by the customer after installation. The delivery driver called the office to let us know about the heat tabs, and we explained to the customer that our warranty was void since the heat tabs were melted. When this happens, either the head gaskets are blown or a crack develops in the engine block or cylinder head and the engine is destroyed
Ace Auto Salvage prides itself on our customer service and our no-hassle warranty policy. However, we can not warranty parts that are damaged by the customers after installation. We honor all our engine warranties after installation as long as the heat tabs are intact. We have had several conversations with the customer explaining our policy and were never intentionally rude. The customer was upset that we would not warranty the engine and may have interpreted our firm stance as rudeness. In an attempt to reach a compromise, we offered to provide another engine at a significantly reduced price. The customer refused our compromise and threatened to go to small claims court
In summary, Ace Auto Salvage readily agreed to replace this engine for this customer before we identified that the heat tabs were melted and the engine was destroyed. We also tried to satisfy the customer by offering another engine at a discounted price
In addition, it is common standard return policy, that you can not return merchandise that you damage and then say it was defective. If for example you identified that the cam/lifter was bad,

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I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
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