Complaints

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• Initial Complaint

  Date:07/14/2022

  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.

  April 25th I bought an engine from Fenix, that included a 3 year warranty for about $2700 for my Buick Enclave. They gave me a refund for my engine for about $134. My mechanic, ***, that also works with/for them took my original engine out and replaced with the one I bought from Fenix. I was then told the engine was bad. So Fenix ordered another engine to replace that one. Unfortunately, the second engine was bad as well. Fenix keeps selling bad engines, has poor customer service/communication skills, and Fenix is trying to allow pay to *** without completing the full services. I still have no running car and a bad engine. This all took about 4 months in total when I was told a far less time frame than that.

  Business Response

  Date: 08/15/2022

  We sold Miss ******* an engine 04/25/22 and had it delivered to INR Auto Repair 04/26/22 per her request. We were able to run test the engine prior to dismantling the vehicle and it ran well per the notes (see attachment 1286438).

  05/18/22 *** from INR Auto Repair called ****** and said the engine had "lower end noise". ****** filed a claim 05/18/22 with URG (a 3rd party warranty company that handles our diagnostics for labor claims). 

  06/15/22 INR provided the necessary information confirming that the engine was defective. ****** called Miss ******* to inform her that the engine was confirmed defective and that he was going to work on find a replacement at the same cost.

  06/20/22 ****** was able to locate a replacement engine.

  06/23/22 Fenix delivered a replacement engine to INR (see attachment 1294228). 

  07/13/22 ******* called saying that INR released the vehicle to her, but that it was running bad so she took it back to them. We filed a claim with URG that day for invoice 1294228 (see attachment "claim for invoice 1294228 (1)-(2)). 

  08/08/22 we ordered an independent inspector to evaluate the engine because INR refused to further work on the vehicle because they had not yet been paid for the original install. 

  08/15/22 we received the inspection report from the inspector confirming the engine is defective because of timing chain noise.

  Fenix has asked Miss ******* multiple times for her address to send a labor reimbursement check or permission to make the check payable to INR and she refuses to provide either. 

  At this point we are offering Miss ******* $1,000 in labor reimbursement per the terms of the warranty purchased, plus a replacement engine or refund for the purchase price of the engine if returned.  

  During the course of the above timelines we have reached out numerous times to Miss ******* and INR for assistance in facilitating this claim, but have received delayed responses. As you can see from the above timeline and notes from URG, Fenix has been prompt with response and action in effort of resolving Miss *******'s claim including paying for two URG claims and an independent inspector.

  Please advise if there is anything more we can do to help resolve this issue. 

  Customer Answer

  Date: 08/15/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17567245
  
  I am rejecting this response because: I’m still not getting anything in return because the money they’re trying to give to me would still have to be paid to INR, which is $900. So I’d still be without a car, engine, and my money. I’m not benefiting from any of their offers.  
  
  Regards,
  
  ******* *******

  Customer Answer

  Date: 09/06/2022

  Please let the consumer know how she is supposed to get the engine to you?  She would like a cashier's check for the money you will be refunding her.  She feels you are not doing anything over and above what is owed to her per the warranty.

  Business Response

  Date: 09/06/2022

  We can pick up the engine from the shop of your choice once it’s removed or you are able to bring the engine back to us.
  
   
  
  The refund will be in the form of a company check that will be mailed to you once we receive the defective engine back. We will not be able to provide a cashier's check. Please let us know what address you would like the check mailed to.
  
   
  
  Thank you
  
   
  
  Mike Klauss
  
  Area Director
  
  Cell 904-528-1924