ComplaintsforBuckeye Auto Parts

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/19/2023 I have bought and an engine for my car and paid $3,908.25. To put the engine cost $1,800. It turns out the engine was bad. Now it will cost $1,800 to take the engine out of the car. I called and asked to refund and engine and cover the labor price for the mechanic. They refused to refund the money and pay the labor. I spoke to them and particularly Mike. I was dismissed and hung up on. It will cost me $3,600 for labor plus delivery. That is alot of money for nothing. The receipt I got, I have attached above. Please help. Thank you.

  Business response

  09/01/2023

  *****
  7:45 AM (4 hours ago)
  to me
  
  Hello, thanks for reaching out today, glad we could talk, Trey. Please allow me to explain what I witnessed as Mr. ****** visited our facility.
  ****** came into our facility to buy an engine for his car. He maintained a speakerphone conversation with his mechanic for basically the duration of his visit with us at the same time he was speaking with one of our salesmen. While he was in the process of being quoted his replacement part, we laid out various options and prices for the part and any warranty he wanted to apply to his purchase, we offered those options to him and made sure he knew what they meant. He consulted with his mechanic simultaneously and the mechanic advised against the additional purchase of warranty at the time of purchase, so ****** made the decision to decline any extended warranty on top of our limited 60 day parts only warranty. As a default, all of our engine/powertrain/drivetrain basically every part we sell comes with a standard 2 months or 60 days limited warranty that covers the cost of the parts only. Our default warranty does not include covering labor charges of any kind or any accessory parts. This is outlined on the invoice accompanied with every part we sell. In the warranty outline, the specific section devoted to limited warranty for engines, we go into much detail describing clearly which components are covered under this limited warranty, or extended warranty if so purchased. 
  
  As an example, a forced air driven turbocharger is an external component or accessory of the engine and it is not covered under our limited warranty. Another example, a rocker arm inside of the cylinder head, this would be covered as it is an explicitly mentioned internal component of the cylinder head on the engine. In this way, we have tried to make it as transparently clear to the consumer and give them every opportunity to see for themselves what options they have in case they have an issue. It just so happen, when ****** informed us of his issue, the external mounted turbocharger had allegedly been diagnosed as faulty or defective. He insisted that we had therefore sold him a bad motor, and we were obligated to do what he said, pay for the mechanic to remove the engine and completely refund his purchase. It appears he even has gone so far as to ask for labor for the original replacement engine installation, if I am understanding his desired settlement options. We tried to explain to Kenroy, that this external accessory part was not covered but he felt that this was not correct. We made every effort to explain how the engine is still good shape but only requires an external accessory and that there is no reason to remove the engine or seek refund in this manner. In an effort to try and make things right, we brainstormed that maybe we could offer ****** a replacement turbo free of charge. We actually did offer this free replacement used turbo to Kenroy, he wasn't very receptive of the idea.
  Labor is a coverage which is available from Buckeye at an additional charge. None of the parts we sell come default with a labor warranty. Sometimes, less than ideal circumstances arise after dealing with big expenses like this, it can certainly become very stressful very fast. As a "car-guy," or even as a human, I understand how Mr. ****** feels about this whole situation. As a company we decided to think outside the box as to what we could do for Kenroy. All ****** was interested in was calling us and yelling unprofessionally at our sales staff including the ones who weren't involved, trying to make demands as to what he felt we were supposed to do for him. He seemed to think he was entitled to special care outside of the invoice guidlines stated on each and every paper that goes out with every part. Mr. ****** started to become irate and unprofessional to the point we had to forcibly end phone conversation with him because it was bordering harrasment.
  One person I can only describe as Mrs. ****** showed up in our facility and began photographing various details of our facility and tried to reassert their general demands while insisting to speak to management. She requested a copy of Kenroy's invoice, our sales staff is instructed to verify purchaser identity matches before producing any of our documentation for customer security. She also loitered around our business after hours after everyone had gone home for the day trying to gather some sort of investigative evidence.
  
  Therefore at this time we have two options left. We can refund the engine if its returned in original condition with the invoice, or the other option is we can still offer a used turbo free of charge. Thanks for the taking the time to hear us out.

  Business response

  09/18/2023

  
  *****
  Sep 14, 2023, 2:10 PM (4 days ago)
  to me
  
  Hello, I'm writing to give you an update. We havent had any direct correspondence with the complaintants. We just got a chargeback from this customer. Is there anything you can do for us? It seems very unprofessional that the complaintants are desparately trying to circumvent us in a possible resolution, and we thought it should be brought to attention.

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