Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new engine on X-XX-XX for ************************************ **** ** from The Engine Forge that has a 24 month warranty. We tried to call and email multiple times to have the engine core picked up so we could get the core credit back. They did not respond to any of our calls or emails so we were unable to return the core. We installed the engine in our customers car on ******** On ******* the car returned to us with the newly installed engine bad. Again we have called and emailed multiple times and still can get no answer or response to emails. We would like to either have our money refunded or a new engine shipped to us. The lack of response is a telling sign that this company does not care about their customers.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Hi Future Customers!
  
  Please don't let this happen to you.
  
  Every customer is eligible for our ZERO COST warranty program. We will repair, replace, and pay for round trip shipping whenever one of our engines has a defect in materials or workmanship. The ZERO COST warranty is found in the purchase agreement that every customers is required to sign. It is our contractual (legal) obligation to provide this to you. We stand behind our engines.
  
  To get started with a warranty claim we require every customer to provide a few receipts and photos of the engine so that we have the engine documented before it gets shipped back to our facility.
  
  In many cases, we find something simple that can be adjusted, replaced or repaired locally. Sometimes, its not even a component that we sold or provided! This saves everyone time and money, so that a customer can get their project back on the road quickly. In a few cases, we find that a customer or their mechanic failed to follow our installation instructions. If nothing is damaged, we simply ask the customer to repeat some of the installation procedures.
  
  If we can see the engine is damaged, it may be due to installation error, operator negligence, or a defect in our materials or workmanship. We make the best assessment that we can from where we are - sometimes we can't know the entire story unless the engine has been returned to us for a first-hand inspection and diagnosis. In this case, we ask the customer to allow the engine to be shipped back to our facility, and we ask the customer to place a fully refundable shipping deposit with us (to cover freight penalties that are out of our control, such as forgetting to drain the oil, or not being present for the pickup driver).
  
  There are some customers who refuse the ZERO COST warranty program. Customers like this typically demand full refunds on engines that have been installed and used. They demand refunds without giving us an opportunity to inspect or see the problem. This usually means that the customer is trying to make us pay for their mistakes. We wouldn't have a sustainable business with a quality product at a low price if we had to pay for everyone's mistakes.
  
  When we decline to offer full refunds to customers who won't allow the engine to be shipped back to us for inspection, some customers decide to post a complaint here on the ***. These customers seem to think that the *** is going to force us to grant a refund. This is NEVER true. The *** has no influence on our decisions. We don't respond to threats. We always respond to good people who need help, and we do our best to provide that help.
  
  We have a great track record in practice. We sell thousand engines every year, with only a small handful of customers like this. However, when a *** complaint goes unresolved, even though the customer is making unreasonable demands, our rating is penalized. We don't like the *** much, because they do nothing to ensure that customers are honest and their demands are reasonable.
  
  GOD BLESS AND BE SAFE OUT THERE!