ComplaintsforAtlas Auto Parts USA, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a guaranteed motor. My mechanic installed motor for $2300. Motor was no good. I want money back on motor and mechanic fee

  Business response

  06/26/2024

  Atlas Auto Parts would like to take a moment to address the concerns you mentioned in your recent review. We apologize if your experience did not meet your expectations and understand how frustrating it can be when things dont go as planned.
  You purchased a used engine for a *********************************************** rebuilt engine. We delivered a tested engine as promised. When you informed us that the engine was not functioning properly, we promptly issued you a full refund. Despite receiving the refund, the engine has not yet been returned to us.
  Please note that our warranty does not cover labor costs, so we are unable to reimburse you for those expenses.
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scam Alert!! I paid $1750 for a replacement gearbox for my Suburban, I was quoted 5-7 days delivery, I was told the unit was being tested etc. The repair shop received the unit, installed it and advised during their test drive that it was defective, I contacted Atlas it took several weeks to receive the replacement, I was without a vehilce for weeks. The replacement was installed, which appears to be working. We were charged twice for the installations, I requested a refund of half my extra cost for the 2nd installation. Atlas says they do not warranty the installation, which makes no sense, they provided a defective part you can only determine when it has been installed, if they had to send the part 10 times...they expect the customer to pay for 10 installations...this is unacceptable. No-one should purchase parts from Atlas, you are better off purchasing part from the Repair shop who will provide a complete warranty.

  Business response

  05/23/2024

  We understand your frustration regarding the lack of labor coverage in our warranty. Our goal is to offer a product that meets your expectations and to provide a clear and transparent warranty policy.
  Our warranty is designed to cover parts and materials, which ensures that any defects in the part are addressed. However, it does not include labor costs associated with the replacement or repair of these parts. This policy allows us to maintain competitive pricing on our products while still providing quality assurance for the components themselves. The part which was sold to you was offered to you at a very low price when compared to our competitors. It was clearly mentioned no labor coverage in our warranty and you signed the invoice confirming this.
  
  The diagnostic report which YOU send us clearly shows that when your mechanic ran the diagnosis there were no error codes for the transmission. Hence it is not 100% clear if the transmission was bad or there was a fault in installation. We still went ahead and  shipped a replacement transmission which was installed and is working well as per your statement. We lost big money shipping the transmission and then sending a replacement again. No business will send a bad transmission when the shipping costs are so high and then also send a replacement losing money on the shipping again. You bought a transmission at a very low price and it was clearly informed both verbally and written that no labor costs are covered in the warranty.  
  
  But still we went ahead and offered a partial refund to you to help you with this as a goodwill gesture.  There are companies who sell parts with warranties which includes labor coverage. The cost of those parts are significantly higher and the labor coverage is limited to a certain amount only. Please do understand you bought a part  at a very competitive price from us with a warranty which does not include labor coverage. 

  Customer response

  05/23/2024

   
  Complaint: 21748188
  
  I am rejecting this response because:

  The unit was installed by a reputable repair shop with no benefit to them to be dishonest about the outcome. They immediately advised that the unit was faulty for the reasons provided, as you had requested. Their assessment clearly states that these kinds of issues often do not show up in the diagnostics (see attached doc, whichj . Can you provide the proof that you fully tested the unit before it was sent, as you had advised?

  If I recall I was offered $125 as a discount or 15% on my next purchase???....after not having the vehicle for over a month which cost me and inconvenienced me, you advised that if you had it installed you would pay $7-800 cost not what I paid $1400 (invoice is in the attachment)...I asked for half of one of the fees....I paid $2800 odd to do it twice, I do not think it is unreasonable...if I had driven the unit etc there could be a case for something being caused by myself, however, you advised it was a tested unit but the mechanic that installed immediately advised there was an issue...

  Sincerely,
  
  *****************************

  Business response

  05/26/2024

  The transmission which you purchased came with a parts only warranty. No labor costs are covered in the warranty. The invoice you signed clearly confirms this. The transmission you purchased from us came with a very competitive price as labor is not covered in the warranty.
  For example, You have an option to buy any product with a standard warranty and you also get an option to buy the same product with more warranty options(like longer warranty period or covering labor charges) but for an extra cost
  
  The part was sold to you at a very competitive price with a standard warranty. When you informed us that the part is no good we went ahead with your mechanics judgement and shipped out a replacement transmission. We paid twice the shipping cost for the price of one transmission. Our intent has always been to help you. If you correctly recall we offered you a refund of $300 for installation costs even though our warranty does not cover labor costs.
  The price you paid for the transmission simply does not cover labor warranty.  You bought a used transmission at a fraction of a cost of a new one. You are requesting labor coverage for a part you purchased at a very competitive price and we clearly informed you no labor coverage in the warranty. The cost of installation differs from mechanic to mechanic. We simply offer no labor coverage in our warranty. The price of the transmission which comes with labor coverage is much more then you paid us. At least 2.5 to 3 times the price you paid the transmission for. The labor warranties also come with lot of limitation(labor costs are limited to a certain amount, you need to submit proof that Installation guidelines have been followed, installation by only an ASE mechanic only etc).
  So we once again apologize  for all the inconvenience caused but as per our warranty we got you a replacement transmission delivered at no extra cost

  Customer response

  05/26/2024

   
  Complaint: 21748188
  
  I am rejecting this response because:

  First, we were not offered $300!

  Second, as covered, the premise does not make sense, if you keep sending faulty parts and I had to have the unit replaced 5 times...I would have paid 5 x install costs...and somehow this makes sense to you.

  Based on the way we were treated and the inconvenicence we were put through, I do not expect you to resolve this in acceptable manner, accordingly, I will make it my mission to make sure people are aware before doing business with you.

  Sincerely,
  
  *****************************

• Initial Complaint

  04/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a transmission from them in March. Told them specifically what I needed and provided my VIN. They assured me it was an exact match for my VIN and even sent photos. My mechanic called the day it arrived and indicated it was the wrong transmission. I needed a 3 speed auto FWD for a 4 cyl vehicle. They sent me a 4 speed RWD that is used in 6 cyl applications only. They refuse to cover the cost of return shipping and want me to order another transmission and I can pay to have they wrong transmission returned when the new one arrives. They insist I saw the photos and was ok with the transmission. I told them I'm not a transmission mechanic and had no idea that the pictures were not of the correct transmission. I was relying on them to sent the correct part that I had requested.

  Business response

  04/18/2024

  Customer purchased a Transmission for 1995 ****** Tercel. Customer did provide us with the Vin #. But the Vin # does not specify the exact transmission the vehicle came with (as it is a 1995 model). ****** dealership too did not have the information as it is an old model(29 Year old Car). So ATLAS shipped the transmission as per specification confirmed by the customer. We also send pictures of the actual transmission before shipping so he can verify. The part was delivered on March 13th 2024.
  The customer called back stating he received a wrong transmission. Atlas assured help and had a replacement transmission ready for shipping. But the customer went ahead and filed a chargeback with the bank. The first transmission which Atlas shipped is still with the customer. The customer has not yet returned it back to us, even after multiple requests. We had charged $1257.88 for the transmission for which the customer has filed a chargeback. So ********************** is at a loss of words as the customer wants a refund of an amount for which he has filed a chargeback. The icing on the cake is the customer still  has the transmission which he claims is a wrong one. So Atlas lost a good working transmission and the money and  the customer still needs a refund. 

  Customer response

  04/23/2024

   
  Complaint: 21559755
  
  I am rejecting this response because: I ordered a transmission from Atlas Auto and they in turn ordered it and had it shipped from Timos Auto Recycling ***********************************************************. I spoke with **********************'s ************ and he informed me that they had indeed shipped the wrong transmission. The transmission they sent was mislabeled and they do not have they part in stock. Which makes me wonder how Atlas informed me they had a perfect VIN matched donor vehicle when ****'s never had the vehicle in the first place.  ******* also informed me that Atlas was reimbursed in full for any charges, and that ****'s does not want the transmission returned because they would lose money on the transaction. I believe Atlas wants me to pay shipping to return the transmission to themselves so they can basically get a free transmission out of the deal the they can resell for profit, as long as someone else pays for shipping. At this time, Atlas has received any money they had paid to ***** back and I'm out $1,257.88 and ***** is out a transmission that they do not want returned. I cancelled the chargeback to Atlas with my bank and I am seeking for them to reimburse me $1,257.88. If Atlas wants the transmission that ***** does not want returned, I would gladly arrange for it to be shipped anywhere they would like, but at their expense. Atlas has know of all of this information, but failed to relay any of this to me. 
  Sincerely,
  
  *********************************

  Business response

  04/30/2024

  Customer did provide us with the Vin #. But the Vin # does not specify the exact transmission the vehicle came with (as it is a 1995 model). ****** dealership too did not have the information as it is an old model(29 Year old Car). So ATLAS shipped the transmission as per specification confirmed by the customer. We have been trying to reach the customer on numerous occasions to resolve the issue but the customer simply disconnects the call whenever he answers or it goes to voicemail after a few rings. Please call us at ************* and we will ensure that this issue is taken care of. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the first transaction started Nov,17 2023 I ordered a used transmission for my 2006 **** freestyle . They said they would send a diagnostic on it before it shipped . They didn't,so they shipped it anyway . It was bad which was Nov 28th when they sent it .I got in touch with them ,my mechanic sent them a video of the transmission making loud noises. They finally got back in touch after the holidays,and again was going to send diagnostic before shipping the 2nd one . They didn't. They shipped it Jan.11,2024 It was bad . They kept putting me off saying they are resolving the issue .They said their mechanic would get in touch with my mechanic but never did .I spent 1500 dollars for the transmission It cost 2500 dollars to have 2,not one 2 put in,.Then I get in touch with them and they want to resolve this by giving me 300 dollars .They say that will fix the 2nd transmission. Here it is ***** of 2024 .I haven't had my car in 5 months .I think they should pay me the 2500 ,the 1500 ,plus the price of a rental car ..They said they wanted to close this out .That he was giving the 300 dollars out of his own pocket . I want all my money back .

  Business response

  04/12/2024

  Response to customer complaint on ******************** -   Consumer Complaint #********
  
  We apologize for the inconvenience and frustration you have encountered during this process.
  
  We acknowledge the issues you have experienced with the transmission and understand your dissatisfaction with the situation. We strive to provide quality products and services to our customers, and we regret that we have not met your expectations in this instance.
  
  When Customer informed us about the first transmission being bad Atlas Auto  immediately sent a replacement.  Atlas Auto never asked for any diagnostic report. We proceeded with the customer request for replacement. The replacement transmission was delivered to the customer on 12th January 2024. ********************** Auto  charged nothing extra for the shipping and handling of the replacement transmission . Atlas never received the first transmision back from the customer. The customer still has the first transmission which he claims is bad but without any proof like a diagnostic report.
  
  The customer called us back after almost 2 months and claimed that the  replacement transmission was also bad. This time, Atlas Auto requested for the diagnostic report to check what exactly is wrong with the replacement transmission. The diagnostic report which we received from the customer clearly shows that the problem is with the solenoid, sensors and TCM. Our warranty is only on the transmission not on accessories of the transmission. Hence Atlas Auto was not responsible  to send another replacement or refund any money. The problem clearly lies with the accessories and not with the transmission. But as a goodwill gesture Atlas Auto offered a refund of $300 to assist the customer to fix the  transmission. But the customer refused the offer of a $300 refund and never signed the letter of refund authorization.
  
  Atlas always gives top priority to customer satisfaction and hence we kindly request the customer to call us at ************ and we will definitely help the customer with the issue
  
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought engine from the company and the engine was defective and not tested or serviced properly as promised by the company before being sent out. The engine was supposed to be matched according to the *** of my truck but found out later it was not it was taken from a car and the engine had to be repaired and serviced before it could be installed in my truck. The company was supposed to deliver the engine to the mechanic shop and failed to do so; the engine was delivered to my home in my yard and when I called to inform them they pleaded with me to have the engine delivered to the shop because it would be to costly to have it delivered back to there company. The engine wasnt able to be delivered to the mechanic until 3 weeks later when the mechanic was able to pick it up from my home. The company wanted to set a *************************************************************************************************** even installed and had not been delivered until weeks after the purchase date due to errors of the company not my own and the company refuses to take accountability for there actions. Upon the engine finally being installed it was found that the engine was defective by the Orings inside were damaged causing the engine to knock and smoking as well. A video was sent with this information showing the condition of the engine but the company refuses to show accountability. I was promised by ******* that if engine there was any issues with the engine at any time even after the end of the warranty period the company would be responsible for there product. Im asking that this company be held accountable for selling a defective engine even attempting to place a false warranty coverage on it to cover what they had done in sending the defective product.

  Business response

  12/13/2023

  
  We're truly sorry to hear about your negative experience with our company. We apologize for the inconvenience and frustration you encountered during the purchasing process. We take customer feedback seriously, and it's essential for us to address and rectify any issues. We understand your concerns. Customer satisfaction is of utmost importance to us, and We'll take your feedback to heart and work towards improving our services.
  
  Upon investigating the matter, An order for an engine for **** **** F150 was placed on May 12th 2023. You had provided us the *** of your truck based on which we confirmed your truck came with a 4.6L Engine. but you insisted that you need the bigger 5.4l Engine as you are doing a swap and you signed the invoice confirming the same.
  
  The engine(5.4L) engine was delivered to you on May 19th, 2023. You called us back on June 22nd claiming that you placed an order for the wrong engine and you want the  4.6L engine. As we strive for customer satisfaction we went ahead with our request. We picked the 1st engine(5.4L)and shipped you the 2nd engine(4.6L). Please note that we charged you nothing extra for shipping the first engine to you and then back to us. Even though we lost money shipping the engine to and fro, we gave you a refund of $117 as the second engine was available for a lower price. No other company would have done so. The second engine was delivered to you on JULY 18TH 2022.
  
  Long after the warranty of the engine was over, You called us on November 9th, 2023 claiming the engine was bad and you wanted a full refund. Following the delivery of the 2nd engine, no communication was received from your side until now. Regrettably, your current order has exceeded the warranty timeframe. Our warranty coverage lasts for 90 days or 3 months, which means we are unable to offer a replacement or refund. We apologize for any inconvenience this situation may have caused.
  
   If there's anything else you'd like to discuss or if you have any further questions, please don't hesitate to contact our support team.

  Customer response

  12/13/2023

   
  Complaint: 20962674
  
  I am rejecting this response because:
  I spoke with Atlas concerning the issue with the engine being the wrong size and it needed to be the 4.6 and gave them the **** for my truck so they would have the correct part for it. They spoke directly with the mechanic concerning the engine and getting everything handled for a new engine to be delivered to his shop. With that being said the price was cheaper for the new engine and would be swapped and the refunded amount would be placed back on my credit card and the shipping order was sent for pickup. When they received the returned engine they would send out the other engine and this was not sent out until the middle of July and was supposed to be shipped back to the shop it was picked up from. Atlas in turn shipped the engine to my home address rather than to the shop where it was supposed to have gone which in turn delayed the shipment of the engine which would then delay the time of warranty due the error of the company. They stated in their statement they didnt hear from me until November which was a lie because I contacted them immediately concerning this issue and they were pleading with me to assist them with getting the engine to the mechanic when I specifically told them I had no way of doing so and they would have to send another carrier to pick the engine backup and have it delivered to the shop. The delivery driver stated to them that the engine had to be left and they would have to make arrangements to have it picked backup. Atlas inturn sent $100 to me as a mean for the inconvenience of the engine being delivered to my address by error and asked would I please try to get it to the mechanic, because it would cost them $1000s to have it picked up and redelivered. I continued to let them know that I wasnt going to be able to deliver the engine and the mechanic wasnt there to receive it. It was weeks before the engine was picked up at the beginning of August and during that time the mechanic found numerous issues with the engine that I informed the company of and he also let them know. I was assured the engine was the correct **** for an F150 truck, the engine was low mileage, it had been fully serviced, and tested for any damages, and all parts were in proper working condition. It was found that the timing chain was loosened and had to be replaced. Then it was found the engine was not for a truck it was a car engine. Also, several parts had to be modified to be changed out just to be installed after being installed the engine was knocking and and smoking. I contacted Atlas and they requested a video of the engine and stated they would take care of the engine. ******* the salesman promised they would guarantee their sales and any issues that arise. I sent the video that was requested and I was given the runaround for weeks stating the supervisor wasnt in. Then all of sudden the warranty is no good when I have been reporting all of this the company plus they have been misleading, sold a defective product knowingly, and defrauded information pertaining to the sale and warranty of the engine. All these things are illegal and makes the sale null and void and I need a full refund and to be paid for labor and cost.
  
  Sincerely,
  
  ***************************

  Business response

  12/20/2023

  The merchandise was received by you on July 18th, 2023, and our warranty spans 90 days or 3 months from the day you took possession of the merchandise. Based on the call records, Your call regarding the engine issue came on November 9th, 2023, which unfortunately is beyond the warranty duration. Regrettably, we are unable to offer a replacement or refund in this case. We apologize for any inconvenience. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BUYER BEWARE!!! Atlas Auto Parts does not honor it's stated business policies and practices when it comes to returning defective parts that it sells online. Atlas claims it will arrange for the return of any defective part shipped, and then ship a proper replacement product, without charging the customer for return shipping. This is NOTwhat they did to me. They forced me to pay $256 for the return of an defective engine which they shipped to my mechanic in *****. I had to pay the return shipping charge BEFORE they would ship a replacement engine. The mechanic sent photos to Atlas showing the engine they shipped was defective, rusted out and would not even "turn over". Atlas did not handle the matter graciously. They refused to accept his word and accused the mechanic of being untruthful. Their poor English speaking skills caused a breakdown in communications and hard feelings. I spent $1,100 for that engine, and now I feel am being held hostage! Because if I cancel the order Atlas will charge me a re-stocking fee, plus return shipment charges and I will end up with my car still not fixed and only a $600.00 refund. This process has been time-consuming and so full of headaches! I would urge everyone to NEVER DO BUSINESS WITH ATLAS AUTO PARTS. They seem to be sourcing theses used engines from third party suppliers and not even testing them before they ship them. I say that because at one point Atlas customer service folks demanded that I arrange the return shipments of the defective engine to a company in ********, ****. A totally ridiculous thing to ask of a customer! So I don't believe their claims that they actualy ever tested the engine themselves befor shiping it to my mechanic in *****. They are CROOKS!!I should not have been charged $256 for the return of the defective engine. Atlas should follow their own advertised policies and absorb the return shipping charges on a defective engine as a business risk. Customers should NEVER pay to return defective goods.

  Business response

  06/20/2023

  Atlas Auto understands that you have concerns regarding the order you placed. We would like to start with an apology for any inconvenience caused to you. 

  
  Ms. **************************;placed an order for a used engine (2010 **** Focus) and the part was delivered on May 22nd 2023 within the promised time frame.
  Mrs. ********************* called us back stating that the Engine is no good. As per our invoice the customer has to provide us with a proper testing diagnostic report or the installation receipts relevant to the Engine showing the engine to be bad or defective, and then Atlas Auto would have picked up the part and help customer with replacement or refund. ********************** requested Mrs. **************************;to provide a proper testing diagnostic report or the installation receipts relevant to the Engine. So that ATLAS can pick up the Engine and send a replacement/refund. Ms. **************************;had no such documents to prove her claim that the engine was bad. Ms. ********************* had sent pictures of the engine she received. Looking at the pictures there was nothing wrong maybe slight surface rust. We sold a USED engine for a fraction of a price and NOT a new one and hence expecting the engine to be in mint condition is not right. As per the invoice agreement, signed by *********************,point #**. Parts cannot be sent back based on the looks and rust on it as you are purchasing the used parts it would not be in brand new condition.

  
  Customer insisted on a replacement which we agreed to. Normally the Customer needs to return and ship the engine for replacement; as per the invoice agreement, signed by *********************, point #**. Returning the part is the responsibility of the customer.
  We at ********************** Auto ******************** always believe in and strive towards customer satisfaction. ********************** AUTO informed Deborah that Atlas Auto would compensate her with a refund of $200 to get the engine installed and extend the warranty of the engine from 90 days to 120 days. Since the customer refused to install the engine because of the looks. Atlas Auto charged the customer $256 towards the cost of shipping the replacement engine
  That doesn't mean that we are accepting that something is wrong with the current Engine. We are offering a replacement as part of a good gesture.  
  
  If Mrs. ************;can send proper testing diagnostic print-outs and installation invoices relevant to the engine. Atlas Auto would have picked up the defective Engine back and would have sent a replacement without any charges. As per our understanding, the engine is working in good condition.
  Just to remind you as per the invoice agreement, signed by *********************, point #4. There will be a 30% Restocking fee on non-defective returned items. In the event a part is returned that does not fit the terms, conditions nor return policy; ATLAS AUTO PARTS *** reserves the right to apply a 30% restocking fee and withhold shipping amounts in the refund. There shall be no restocking fee in case the part delivered is incorrect.
  
  As promised by ATLAS Auto a replacement engine was shipped and delivered to the customer (Advantage Delivery and *******************************.
  All the customer had to pay for was the one-way shipping charge of the replacement engine. The first engine we shipped is still with the customer it has not yet been picked up. We are always eager to help out customer no matter what they think about us.

  
  If we were crooks the replacement engine would never have been delivered (we have not yet picked the first engine).  We never charged any restocking fee as per the invoice, we blindly went with the customers argument saying the first engine sent was bad (even though the engine sent was tested good). We never gave any kind of run arounds to the customer. Unlike other companies we didnt wait for the first engine to be retuned back to us to send the replacement. We have multiple locations and distributors and hence we ship parts from different locations, that does not make us Crooks.

  
  The nature of the business (Used parts) is such that it is hard to satisfy all customer. Some customers simply forget they are buying used part and expect mint condition parts.We always strive to help our customers. In case any inconvenience caused we do apologize.

  Customer response

  06/20/2023

   
  Complaint: 20162977
  
  I am rejecting this response because: (1)There was never any agreement signed by we agreeing to pay for return of defective parts shipped by Atlas. That is ridiculous on its face. No company would ask customers to arrange for return shipping of something as large as an engine. Atlas advertised that they pay for defective parts they ship.(2) Atlas demanded that I pay 256 to ship a second engine. As of today, they still have not picked up the first engine shipped. They lied to me and promised if I paid the additional $256 they would immediately ship a replacement engine- but they delayed more than a week before finally shipping a replacement engine. Atlas never has picked up the first defective engine they shipped, and have not tested it to prove that it is defective. My mechanic said it did not start, in addition to being badly rusted inside and out. I don't believe Atlas has integrity, they would ever tell the truth and admit that the first engine was defective. they just want to rip me off for another $256.00. They are crooks!
  
  Sincerely,
  
  *********************

  Business response

  06/23/2023

   

  Hi

  I once again apologize for any inconvenience caused to you. I sincerely do so. I understand that there has been some miscommunication which might have happened. All I want is for the issue to be resolved amicably. I believe we have done everything we can to resolve this concern. The replacement engine was delivered to you. We would pick up the first engine from you at the earliest. Our priority was to first get you a replacement which we have done so

   

   (1)There was never any agreement signed by we agreeing to pay for return of defective parts shipped by Atlas. That is ridiculous on its face. No company would ask customers to arrange for return shipping of something as large as an engine. Atlas advertised that they pay for defective parts they ship.
  
  Ms ****** placed the order on May 2, 2023. The invoice confirming the purchase and the warranty policy was mailed to the customer's email address d*******@*mail.com on.  We received the signed invoice(Esign) from the customer on May 19th. We do have a signed copy of the invoice.
  Check Attachment 111
  
  
  2) Atlas demanded that I pay 256 to ship a second engine. As of today, they still have not picked up the first engine shipped. They lied to me and promised if I paid the additional $256 they would immediately ship a replacement engine- but they delayed more than a week before finally shipping a replacement engine. Atlas never has picked up the first defective engine they shipped, and have not tested it to prove that it is defective. My mechanic said it did not start, in addition to being badly rusted inside and out. I don't believe Atlas has integrity, they would ever tell the truth and admit that the first engine was defective. they just want to rip me off for another $256.00. They are crooks!
  
  
  As per the Invoice, we need proof that the engine was bad. we need the customer to send a diagnostic report showing the engine is bad. Minor surface rust does not make the engine bad. WE SOLD A USED ENGINE which will have some surface rust based on the year. All we received was some received just some pictures and a video of the engine which does not prove that the engine is bad
  The engine was not even installed by the customer to check whether it is running or not.
  If we had gone by the terms and conditions of the signed Invoice.
  we would need
  1) Diagnostic report to show the engine is bad. If we receive a diagnostic report confirming the engine to be bad, we will pick the bad engine and send a replacement
  
  2)If there is no diagnostic report, we need the customer to ship the engine back to us at their cost. We ship a replacement once the 1st engine is received in the same condition without any missing parts.
   Check Attachment 101
  
  But we give more importance to customer satisfaction and hence we made an exception and shipped out a replacement as soon as possible. 
  If we had waited to get back the 1st engine before shipping the replacement it would have taken a longer time. That is why we have given priority to deliver the replacement engine first to the customer and then arrange for the other engine to be picked up. 
  If we were crooks we would not have responded back to the customer. 
  If we were crooks we would have told the customer to check the signed invoice and send the diagnostic report before taking any action. 
  If we were crooks we would not have shipped a replacement engine (without even taking back the first engine).

  
  The replacement engine was delivered to the customer on June 20th.
  
  All we charged the customer was one-way shipping of $256 and nothing extra. 
  
  

  Customer response

  06/23/2023

   
  Complaint: 20162977
  
  I am rejecting this response because:1. Atlas never told me that I as the customer would have to PROVE that the engine they, ATLAS  shipped was defective,

  2. and I NEVER AGREED  to undertake such a task!  I am a senior citizen school teacher living in ********, trying to help m son living in ******* get his car fixed--not an automotive expert! My competent experienced mechanic , *******************, in *****, ** reported the engine would not start and was rusted out. That information is enough for any supplier of used engines in ****************************!!! My mechanic wants to be paid to install the engine. He has NO INCENTIVE to not install it, except that it was DEFECTIVE, and he has integrity.

  Atlas is trying to claim he is the liar--nope, they are the liars and crooks here. 

  In my opinion, Atlas has Third World customer service policies and standards--they don't respect the customer. They want to protect their profit margin at at all costs, customer satisfaction means nothing to them.

  I demand my $256.00 refunded back for the shipping charges immediately--and they need to state in all future contracts with customer that the CUSTOMER HAS TO PAY FORDIAGNOSTIC TESTING OF ANY  DEFECTIVE PARTS ATLAS MAY SHIP

  AND PAY FOR THE DEFECTIVE PART TO BE RETURNED TO ATLAS .
  
  Sincerely,
  
  *********************

  Customer response

  06/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩