Complaints for First Class Engines in Elkhorn, WI

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
3	Unanswered

5 complaints against First Class Engines

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7/25/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $8,500.00 Amount Settled: $0.00

Customer Complaint

6/25/2024

First Class Engines sold me an engine for my 2016 Kia Sorento. I had the vehicle back and drove it less than 10,000 miles when the engine went out again. The engine I purchased from First Class Engines has a 5 year warranty that they refuse to honor. They say not enough oil changes were done. I had 3 oil changes done on the vehicle which is more than should be done for the miles that were put on engine. The mechanic stated the rear seal was bad. I contacted Advanced Auto which is who used First Class Engines for the supplier of engine. Advanced Auto tried to get another engine and was treated rudely by the person who decides on weather to honor the warranty. I contacted First Class engines myself and was treated very badly. The man said he would not discuss it with me and that he had other people to deal with and any further contact was to be done through Advanced Auto directly. Since trying to get the warranty honored Advanced Auto has been told to no longer use First Class Engines and to find another supplier. In the mean time my car has been sitting at mechanic shop for months with no engine in it, waiting for the new engine from First Class Engines who apparently had no intention of honoring their warranty. Resolution Sought I would like for First Class Engines to honor their warranty or refund my money so I can find another engine and purchase it for my car

Company Response

6/27/2024

We understand how frustrating this situation must be for this consumer. However, it is important to clarify that they are not our direct customer; their transaction was with Advanced Auto, who in turn sourced the engine from us. Regarding their claim about our warranty, we would like to emphasize that our warranty policy requires specific maintenance documentation to be submitted. Unfortunately, the necessary documentation was not provided by Advanced Auto, which is why we were unable to honor the warranty in this instance. We take allegations of rude behavior very seriously. Our team strives to treat every customer with respect and professionalism. If you have any evidence of rude behavior from our staff, we encourage you to share it with us so we can address it appropriately. We regret the inconvenience this has caused and suggest continuing to work with Advanced Auto, as they are our direct customer and can facilitate further communication.

Customer Rebuttal

7/12/2024

Consumer states; I appreciate the response to my complaint and I understand the engine was purchased through Advanced Auto , but I was the customer and it was my money that paid for the engine. Advance Auto has informed me that all documentation was sent and when trying to settle this matter they were told in the future to use another company from now on. There are emails to confirm this. Advanced Auto also informed me they sent pictures of the engine seal. I am sending my rebuttal: the company's response is unacceptable, and I request once again to either have the warranty honored by replacing the engine or refunding the money that was paid for the engine. I would very much like to settle this matter without having to take legal action. I will however be willing to do so should it be called for. When a company presents itself to the public as a trustworthy company then does not honor their obligations to their customers it is a reflection on the representatives and investors of that company.

Company Final Response

7/25/2024

"We would like to clarify once more that Lanna Kersey is not our direct customer. Our customer, Advanced Auto, used their credit card to make a purchase from us. While Lanna Kersey may have paid Advanced Auto, it was Advanced Auto who paid us. Therefore, Advanced Auto is our customer. As with most companies, we work directly with our customers and not with our customer's customers. L. Kersey claims that their engine had three oil changes; however, we have only received verification for one. Additionally, the customer has not provided the required receipts showing compliance with our entire checklist of parts needed for the installation, such as gaskets and seals. Our warranty process requires all necessary documentation to be submitted. We are unable to proceed with a warranty claim based solely on verbal statements. Proof of compliance with warranty terms, including all required receipts, is necessary, and Advanced Auto has not supplied the required documentation. Therefore, we are unable to proceed with Advanced Auto's warranty claim without the missing documentation. Additionally, we are unable to work directly with L. Kersey as they are not our customer."

1/8/2024

RESPONSE: Complaint was not answered Amount in Dispute: $3,450.00 Amount Settled: $0.00

Customer Complaint

12/13/2023

I ordered a used engine from this business July 21st 2023 they stated it has a 5 year warranty I had the engine installed August 5th 2023 then the engine started being defective not functioning as it should so I called the business to start the warranty process submitted documents and now it's been over a week sense I was able to be in contact with the company they'd blocked my number and refuse to respond to any emails Resolution Sought Get the company to honor the warranty or provide me a refund

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