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:09/30/2025

  Type:Order 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.

  On May 15th 2025 I contacted Luxury Auto Dismantling to inquire about a Q7 used motor for sale. They stated they had a motor that was in "Good Working Order" with 63k miles and removed from a running motor. We agreed upon a price and paid the fees. The motor was shipped to us and did not come as expected. We provided picture proof the motor was not in the condition they advertised. The motor arrived defective, damaged, and in very poor condition not as advertised. We found black spark plugs and several spark plugs seized, the head gasket was bad as well as found water in cylinder 1, oil cylinder 4 bad, cylinder 6 bad. We asked to return the motor and have a replacement sent. Once they received their motor they became very hostile to us and blamed us for the damage. This would not be possible as the damage was from inside the motor which was never installed. They did not send a replacement motor and did not refund our money. I have proof they received their product as we used a BOL which required their signature of receipt on 5/28/25. They cut off all communication after 6/2/25. They do not respond to phone calls or emails.

  Business Response

  Date: 10/02/2025

  Customer purchased a low mile engine. Engine was delivered the next day. Customer reported an issue with the engine several days later. A courier was sent to pick up the engine ($75 not paid by Customer) Upon cylinder borescope inspection of the "damaged engine" we found the engine to be in good working order and to be without any scarring of any of the cylinder walls. Even still, at that time the Customer was offered replacement as per our warranty terms. The Customer informed us they would be at our location at 8am sharp to show us the supposed damage to the original engine and to pick up the replacement engine, which we had ready. Customer was never denied a replacement during the warranty period. Customer never showed up, nor contacted our store in any way after that. We believe the pictures the Customer sent in are of the engine that was being replaced. Every engine we sell is tested in many ways. We run every engine that comes in. We also preform a full compression test, a cylinder leak down test, then the cylinder walls are inspected with a borescope camera to ensure there is no cylinder scarring . Three different employees run these separate tests. As we often ship nation wide, we take testing our engines very seriously. We never denied the Customer of the warranty. We tried very hard to work with this shop on this order.

  Customer Answer

  Date: 10/03/2025

  I am rejecting this response because: 

  Customer purchased a low mile engine. - "low mile" engine looked to be 150k 

  Engine was delivered the next day. FALSE purchase was made 5/14 motor was not shipped until 5/21. I have Credit card statement and delivery receipt. 

  Customer reported an issue with the engine several days later. - FALSE  Luxury would not return my calls or emails for several days following the purchase and I had to resort to calling them from my personal cell phone on May 23rd 9:51 am call lasting 11 min. 

  A courier was sent to pick up the engine ($75 not paid by Customer)

  Upon cylinder borescope inspection of the "damaged engine" we found the engine to be in good working order and to be without any scarring of any of the cylinder walls. Even still, at that time the Customer was offered replacement as per our warranty terms.-     FALSE I was told the motor came out of a "running vehicle" and they performed a compression check and removed spark plugs. This is not possible as the Spark Plugs were over tight and required more than 20 ft pds to remove and once removed were soaking oil which indicated bad valve cover gaskets. there would be no oil if they conducted a proper compression check. 

  The Customer informed us they would be at our location at 8am sharp to show us the supposed damage to the original engine and to pick up the replacement engine, which we had ready.-     FALSE I flew out of SMF at 7 am to **** and was not scheduled to return home until June 1. 

  Customer was never denied a replacement during the warranty period.-      FALSE If we were offered another motor why did we never receive da payment request for shipping???

  Customer never showed up, nor contacted our store in any way after that.-       FALSE Several calls were made and never returned. No attempts were made to call or email us by Luxury. 

  We believe the pictures the Customer sent in are of the engine that was being replaced.-      FALSE we still have our motor so if they would like to test it to see if it matches please do so. Our motor has broken valves and no oil. 

  Every engine we sell is tested in many ways. We run every engine that comes in. We also preform a full compression test, a cylinder leak down test, then the cylinder walls are inspected with a borescope camera to ensure there is no cylinder scarring . Three different employees run these separate tests. As we often ship nation wide, we take testing our engines very seriously. We never denied the Customer of the warranty. We tried very hard to work with this shop on this order.-       They NEVER called or emailed us once they had the motor....

  Since purchasing from Luxury we looked into their Yelp and ****** reviews we are not the only customers to face these discrepancies. They currently have 28 1-STAR Reviews on ****** and 18 1-STAR Reviews on YELP. I would not say their business is in high regard.  

  
  

  Business Response

  Date: 10/07/2025

  Where do I even begin with my response to that last rebuttal ...in many ways it is truly laughable. As for ignoring or blocking calls... I implore ANYONE to call Luxury Auto Dismantling at any point during our business hours, 6 days a week. We answer every call that comes in, no matter what. We never avoid calls. We have no reason to. We have integrity and strive very hard to extend that to all of our customers. I don't need to result to condescending tone or write a novella trying to bash another business in our industry because I think I'm better than others...we are a vendor to many wholesale accounts, something we take pride in. I will keep my rebuttal to just the facts. I have outlined our engine testing process in my previous response.  We have also never denied this customer a warranty engine during the warranty period. ******** personally told me (in a screaming phone call) she would be at our shop at 8 am the following day with her tech to show us the "damage to the engine". I never said a date in my last response, but she exclaimed "FALSE" & "I was flying out of town"... Why would I make that up? You don't remember screaming at me over the phone telling me you would be at my shop with "bells on" at 8 am?  We have a replacement warranty for all of our engines, why would we not be more than happy to replace an engine when we have several? Why would I not want to fix any issue, with a shop we sell to?  We had a replacement engine ready to go for them at the time she told us her and her tech would be at our location. Also, basic logic would say we wouldn't have to send a payment link for shipping if they picked up the second engine....I mean, we covered the pickup of the first engine which cost our shop $75. I'd say that is a pretty decent showing of faith by our shop. We tried very hard to make this customer happy. ******** (the office manager) was very unprofessional during most of this process and made everything harder than it needed to be in hopes to "get her way". I think anyone that reads the last response can see the tone in which it was written. Just to be completely transparent, this shop did a chargeback with the bank on this order. After the facts were presented to both banks, they lost the dispute. Their own bank sided with us in this very much avoidable dilemma. I am certain this is why we are here, with the BBB...having to explain, yet again...that this customer was never denied a replacement engine under our warranty terms and conditions.
  
  On a side note, I would like to thank ******** for taking the time to count our reviews across two platforms. That was very helpful!

  Customer Answer

  Date: 10/08/2025

  I am rejecting this response because:

  I was dissatisfied with the part and asked for an exchange. Per their policy we were within the time frame of ******************************************************************* person of a defective product. We provided pictures of the engine via email and asked for an exchange. 

  We would like to resolve this matter with a replacement engine and we will gladly pay the return shipping charges. 

  All information I have provided is true and correct. 

  
  

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising 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.

  Completely lied to me about a fender. I bought a fender with a small dent in the front which we both agreed is okay for a small discount. The sales rep told me other than the dent the fender fits perfectly. When I went home to install it the fitment was so bad. Looks like the whole fender is deformed and distorted. I let the manager know, he told me too bad theres no refunds, you shouldnt have trusted our word. Now I am stuck with a useless fender that sits in my garage since I ended up having to buy a new one.

  Business Response

  Date: 03/06/2024

  Customer came to our facility to purchase a fender off of a vehicle. He was taken out to the vehicle to inspect the parts he was requesting. After checking the fender himself, he approved the removal and purchase of the fender. Customer was given a $100.00 discount for a small blemish on the fender, which is marked in the picture of the mounted fender. Customer signed for the parts in person, after inspecting the fender that was mounted on the vehicle before purchase. Upon his initial complaint we offered a non-blemished replacement at regular price and he refused our warranty. The customer still has the fender. The customer has done a chargeback (which we won) and has left our business bad reviews. Now he has involved the BBB. We have tried very hard to work with this customer.

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I came to them to buy a part that they had listed for sale on Car-Part.com in December, they said they dont have it ready and they will remove it in a week. I left a 100$ deposit and left, I didnt hear from them for more than a week and started to call to see how much longer it will take. Every time they were saying that they are waiting for a special tool and the part is not ready for pickup, in the meantime my car was a shop waiting for that part to be replaced. Finally I received a call from them and went to pick up the part, paid 770$ more (870$ total cost of the part) and they gave me the part and the receipt. The part was looking very bad and *****, an electric motor shouldnt have any rust, and on the receipt was written that they dont accept any returns. I talked to the manager and he said to come on Tuesday 02/21 and he will exchange it for another one from a car with 63k miles. I came on Tuesday as he told me ( I live 2.5h away from their location) just to hear that he doesnt have another part yet and I should wait. If a business doesnt have an exchange part how can they guarantee that they will change it, I am charged for every day my car is at the shop. Please help me get my money back cause those guys are a bunch of liars and they just postpone every time I come to solve the issue. The part they sold me looks like it been laying outside in the rain for years.

  Business Response

  Date: 02/23/2023

  Customer called Friday 2/17/23 afternoon wanted to return part to Luxury Auto Dismantling he said doesn't like the part without even installing part and wanted to return and get money BACK only he doesn't care, I explain customer we can exchange the part us its staid on the invoice, the part we have to take out of the car and its takes time, call us Tuesday or Wednesday before you come pick up the part, and he shows up Tuesday without calling start to call rancho sheriff on us and even the person from Rancho sheriff explained to him shows on the invoice NO MONEY ************* only us its shows on the invoice. Customer only wants to get money back we don't do, if he wants to get Money back, we can do money back with $25% handling charge with managers approval.

  Customer Answer

  Date: 02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me but 25% for handling is a lot because I picked it up and will drop it in person too. So I consider 100$ for handling will be a good solution for both me and the business.