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Phoenix Engine Rebuilders Reviews (14)

6/17/14

Revdex.com

Case #[redacted]

This shall serve as a written response to Complaint ID#[redacted]. Phoenix Engine will be working with the customer [redacted] to resolve the situation of the complaint and make sure the customer will be...

completely satisfied. We here at Phoenix Engine will make sure we notify you of all updated information regarding the complaint and outcome.

Thank you

Phoenix Engine

They took 7 months to build engine. It spun a bearing in 20 miles. Bad customer service. All around bad cheap products.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This company, by its own admission, claims that they will have a completed product ready for delivery in 10 weeks time from ordering by their sales staff, once your order is complete you are supposed to call to check in on the building process 5-6 weeks later, I did that for a total of 4-5 weeks in a row on schedule at least once or twice a week, once finally receiving a phone call from the owner, he tells you he is behind due to someone being sick, the parts have not come in due to "inventory issues from Obama Care", "I'm doing everything I can to complete your engine," why would someone yell at you when you're basically holding 6 thousand dollars of theirs?  Then they give you another status update in your email, with a small one line sentence at the bottom stating we are experiencing inventory issues with no expected date of completion, it also asks you to call back within 4 more weeks for another status update, again this was done by me for 3-4 weeks in a row with no response.  Finally, the receptionist recognizes your name and asks when a good time to call you back would be and that it will happen within 24 hours, I stated when I would be available to speak with them and when I would not, and was called by the receptionist 30 minutes after my availability was up, my wife was also called, and they left a message stating they would try again in the morning, no call was received, again!  After another 2 weeks of calling I decided to file a complaint with the Revdex.com, low and behold "[redacted]" called me that very afternoon, again, [redacted] stated that "someone had to retire for health issues," "it's been a tough couple of years with inventory due to new tax laws" which in itself is admission that their staff are not on the same page about inventory supplies or backorders or completion dates,  by this point I was fed up with his passive aggressive attitude and dodgy responses to why he couldn't do what his company and his sales staff claims to do, when I told him his inventory issues are not my problem but his, he simply stated, "Oh yes they are."  Finally, I asked when an expected completion date would be, response: "I don't have that in front of me right now."  How on earth are you supposed to give me an update when you don't have my file in front of you? I was not going to begin asking him if he has shopped around to find parts of equal or better value which may be available because I knew the answer, they're not willing to do anything beyond order, wait it out, and dodge responsibility and phone calls, at that point I informed him that I had filed with the Revdex.com because he has such poor customer satisfaction and was out of touch for too long. In response to his status update I am not impressed one bit, not one of my concerns were addressed through my complaint beyond an "expected completion" date, which if it's happened twice, why wouldn't it happen again that I'm going to be waiting another 4-5 weeks beyond what the business claims, they have offered no apology, they have offered no price renegotiation, and as far as I'm concerned have no clue how to complete customer satisfaction.  Because of this process I have had to move my car, which has no engine, three times, I have to move it again now that I know the process is drawing out longer to mid December, and I have to change the shipping address which I'm assuming will get screwed up due to their inefficiency.  I am horrified that another person would ever go through them.

Regards,

Stay away from Phoenix Engine Rebuilders, after two years of dealing with a rebuilt engine it was replaced. On breakdown of the rebuilt engine found garbage and missing parts (cam button) used and bad oil pump, the list is long. Please Lear from my bad experience and stay away!

Hello,Attached is the original invoice for [redacted]. The reason why we did not start up the engine is was declined by him row 3 on the invoice. It is obvious that [redacted] did not pay for the service which is on the invoice and he declined it. If he wanted the extra service it would been $844.50 as so stated on row 3 on the invoice.If customer is not satisfied with the engine he can send it back, once the engine arrives at our dock we can send him his money. We pay the freight coming back. We need an immediate response. We already talked to the shop told the shop the story shop says he did tell customer he did not pay for fast track it was declined on the invoice.

+1

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

On 7/15/2014, [redacted] had set up a meeting with [redacted] of Phoenix Engine at 11:00 am on site at Phoenix Engine in person.

In the meeting an agreement was resolved and the Signature page regarding this mater with [redacted] Engine #[redacted] has been attached.

Customer [redacted] has agreed to resolve the complaint #[redacted] to work with us directly for the Engine is on Site at our location Phoenix Engine.

Thank you 

Tell us why here...Hello,We understand customers frustration. There is lots of delays because of the bad economy. We have been in contact with customer and kept him informed of the delays. Last thing we were waiting for is the polish intake, which we just received . We will be installing the...

intake and giving a call to customer today or tomorrow and give him some good news.Customers need to understand we have no control over bad economy. Customer was told 8-10 weeks for the engine build, excluding 2 weeks for the holidays.Thank you,Phoenix Engine

March 6, 2014

 

 

[redacted]

 

 

RE:  Complaint #[redacted]

 

 

Dear [redacted]...

[redacted],

I am in receipt of the above complaint made by [redacted] on 2/24/2014. Mr. [redacted] has seen us literally endless emails with so much indecisiveness, not knowing what he wants, and wasting our time.  This is why we asked him to send the engine back and we will refund his money.  We don't  have time for this anymore, he chang1s his mind continuously. He is now dowm to calling us liars and I am considering a cease and desist against him.

 

Mr. [redacted] was well aware that the Fast Track option (referred to as A, B, C, D in his complaint) was an option.  All the information is disclosed on our Website. The Warranty is very d  tailed as to what each step requires and what items he needs to purchase along with what type of oil to use at break-in and after 500 miles.  The Fast Track Option was explained to him when he purchased his engine.  There is an additional cost for this option.  It also is shown on the application as an option which at the time of purchase was declined.  Mr. [redacted] got a copy of the invoice showing it was declined by him, and he had not paid a premium for the option.

 

 

His original invoice was sent to him via email on August 13th, 2013.  He confirmed receipt and did not mention anything being incorrect.

 

On October 17 we received an email from [redacted] insisting that the A, B, C, D be included at no additional charge.  We reminded him that the original invoice was marked NO for A, B, C, D, which meant he declined the Fast Track Option.  [redacted] said that he wanted to go ahead and cancel as he had only paid half down. The next day he called and said that he wanted to go ahead and keep the motor and pay the other half thru PayPal.  I said are you sure you want to do that because you already changed your mind about you want to do. He said no, I will keep the motor and pay the other half on PayPal.  And then he insisted that the Fast Track was included to which I said no it's not included because in paragraph six it explains the cost of  Fast Track,  $695.00 on Labor, $149.50 for Gas Oil and Supplies.  It's all open to the public, nothing to hide.  He says I really can't afford it, I said fine then I'll offer you the  C,D Jet the Carburetor and set up the distributor as described in detail to him. We ended up giving him C and D at no charge (a $259.00 value.)  He said that's fine, and thank you for doing it.

 

 

Right from the beginning [redacted] was extremely indecisive.   After dealing with [redacted], we realized he knew nothing about high performance engines.

 

 

His engine shipped on November 25th, 2013.  We have had numerous emails and phone calls back and forth.  Over nine times we asked him to send the engine back and we would refund his money.  He would think about it, and within hours would call back and tells us he changed his mind and was keeping the engine.  Then he would call back and want more details on how to do something.  An exan1ple of this is he ordered black plug wires, but according to him they should have been gray, and could we replace them with blue plug wires after he got the engine.

 

 

I have spoken to PayPal and they have agreed with me that if the customer is not happy he should return the engine for a refund and move on.

 

At this time, we feel he should return the engine for a refund as we no longer are willing to deal with his indecisiveness.

Respectfully, [redacted]

Phoenix Engine

RD/pkd

[redacted] did acknowledge and receive receipt by email of his first status  protocol sent on 10/15/14, per his conversation with [redacted] on thus date [redacted] stated he understood the issues.(Please note we are sending the first and second copy)[redacted] went to grave lengths to explain to [redacted]...

the issues with the back order on parts. Which is explained in the first and second protocol.  At first, [redacted] did not want to accept the back order issues but by his own admission that he understood the first protocol.  [redacted] was explaining  the process in building his engine due to all facts of back orders, main example was waiting for the pistons so we could balance the engine.  After speaking for a few minutes and going over some of the basic notes to re affirm what he ordered he became satisfied.Then, he stated because we did not call him, which [redacted] did as stated by one of the office employees the following day he told me he filed a compaint with the Revdex.com.  So [redacted] said he understand your frustrations so he will send you out a second protocol which is good news.The pistons came in and  balancing is done. The engine is in the assembly room. Our goal is to have engine completed by the first week of December. We will be doing the fast track between Dec. 5th and Dec.8th. Please note:We will only be open Mon,Tues,Wed of next week because Thanksgiving is on Thurs. and we will be shut down Fri.[redacted] told [redacted] there will not be any more delays, we will be able to ship engine the week of Dec. 8th and Dec.12th.  We will be giving him a call with a tracking number and a 800 number for tracking purposes once the engine has been shipped.In closing: Hopefully this will satisfy [redacted] frustration with the back orders and delays.  As a small to medium size company the last couple of years have been extremely difficult with all of the  national back order issues.  Many companies have dropped their inventory up to 65%- 85% due to the inventory taxes and just in time inventory which has really hurt America as a whole.  Too many products are being produced out of the country which is cost millions of jobs lost due to NAFTA which is one of the worse things that happened to this country.  I hope the American people will wake up and smell the         coffee in the future.PHOENIX ENGINEWe Appreciate Your Business!###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Nothing has transpired since the submission of my complaint.  I am still without a working engine that was promised to me.  The promise Phoenix Engine Rebuilders included in their initial response is less than detailed.  This gives me very little indication that they are going to honor the warranty that they began to violate.  In addition to these two details, they have refused to move forward with me until I have responded to you. Because of these reasons, I am still unsatisfied with the response of the business.

An acceptable resolution to my complaint would be to receive the engine I was promised, in addition to the $1500 I had to spend to install the engine that failed.  The alternative would be a full refund in addition to the same $1500.  I think this is very reasonable given how late the original engine was in addition to the lack of customer service I have received through this ordeal.

If you need anything else from me let me know.  Thanks for your help in all of this.  I really appreciate it.

Regards,

We have no control over bad economy or National back orders. The last 2 years have been the worst. We need to know if [redacted] will be sending the engine back? if he decides to do so, we can schedule a pick up for the engine. Revdex.com needs to close this complaint and we need to know if [redacted] will be sending the engine back.

I recently purchased a turnkey 330hp 302 sbf. Once installed it fired right up. Sounded great. Paired w a c4 w a 2000 stall convertor w 3.70 gears, my 3, 400# car runs like a "raped ape" (even tho a higher stall was recommend) No leaks, pings, knocks or any hesitation accellerating. No deiseling When shut down either.....only complaint was the build time but not too concerned about the wait with the results I got from the engine.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Dear [redacted],
I have to apologize.  I misunderstood the invoice.  Phoenix Engine Builders did provide the complete engine I paid for.  It took a bit for my mechanics and me to find where I was incorrect. So, the only part of my complaint that is valid is the original complaint wherein it took them five months to complete a job promised in 6-8 weeks. I am sorry for any inconvenience I have cause you.Sincerely,[redacted]  
 
Regards, [redacted]

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Address: 21632 N. 7th Avenue #1, Phoenix, Arizona, United States, 85027

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