Business ProfileforSouthwest Engines

Complaints against SW Engines generally allege at least one of the following three concerns: inferior products, confusion with warranties, and/or unsatisfactory customer service.

Consumer complaints received by BBB concerning inferior products allege poor quality of products including cracks and/or leakage; or conflicting information regarding total mileage on the product.

BBB also received complaints concerning confusion with warranties. Often complainants allege unclear warranty terms and/or confusion regarding the warranty provider.

Until recently, SW Engines worked in conjunction with a separate outside company to provide extended warranties on SW Engines' products. According to the extended warranty company, SW Engines sold the extended warranties to consumers at a retail price and collected the funds for the extended warranty. In some circumstances, (not all), SW Engines paid the extended warranty company the wholesale price of the warranty as is customary. When a situation arose where a refund was necessary, the extended warranty company would issue SW Engines credit for the wholesale amount, SW Engines would then be responsible for refunding the consumer the amount he/she paid. The extended warranty company was unable to issue the refund to the consumer as it did not collect the money from the sale of the extended warranty. However, in many complaints, SW engines maintained that it was not responsible for issuing a refund and would refer the consumer back to the extended warranty company. This resulted in what consumers referred to as "the runaround" and much confusion. In the majority of complaints, the consumers requesting refunds for the extended warranty would not receive one from SW Engines.

Complaints brought to the attention of BBB concerning unsatisfactory customer service normally allege unprofessional behavior from employees including: inappropriate language; terse or rude responses; unanswered calls, emails, and/or messages; abruptly ended phone calls; and unclear communication resulting in what consumers call "the runaround". Additional customer service issues pertaining specifically to shipping include: failure to ship promised products; failure to ship in allotted time frame (as stated on website); and failure to provide refunds in a timely manner.

In responses to complaints presented to SW Engines by the BBB, the company's responses are typically short and do not always address the issues of the complaints. In some cases the responses have been unclear and have created more inquiries or questions from both consumers and the BBB. In most cases, SW Engines is reluctant, or will not respond, to clarify its responses resulting in some complaints being left unresolved.

BBB contacted SW Engines on July 17, 2013 concerning the pattern of complaints BBB has and continues to receive. BBB asked for the company to provide steps it is actively taking or plans to incorporate in order to prevent future complaints concerning the 3 issues described. Furthermore, BBB requested the company to provide a first and last name of a designated BBB complaint contact with the company. SW Engines has failed to send BBB a written response concerning the pattern of complaints and has not provided BBB with a designated employee contact for BBB complaints.
Southwest Engines, (hereafter referred to as 'SW Engines'), came to the attention of the Better Business Bureau serving Eastern Oklahoma (BBB) in July of 2012 after consumers contacted the BBB with complaints concerning the company. During a BBB investigation of this business, BBB discovered that the complaints against SW Engines generally allege at least one of the following three concerns: inferior products, confusion with warranties, and/or unsatisfactory customer service.

Consumer complaints received by BBB concerning inferior products allege poor quality of products including cracks and/or leakage; or conflicting information regarding total mileage on the product.

BBB also received complaints concerning confusion with warranties. Often complainants allege unclear warranty terms and/or confusion regarding the warranty provider.

Until recently, SW Engines worked in conjunction with a separate outside company to provide extended warranties on SW Engines' products. According to the extended warranty company, SW Engines sold the extended warranties to consumers at a retail price and collected the funds for the extended warranty. In some circumstances, (not all), SW Engines paid the extended warranty company the wholesale price of the warranty as is customary. When a situation arose where a refund was necessary, the extended warranty company would issue SW Engines credit for the wholesale amount, SW Engines would then be responsible for refunding the consumer the amount he/she paid. The extended warranty company was unable to issue the refund to the consumer as it did not collect the money from the sale of the extended warranty. However, in many complaints, SW engines maintained that it was not responsible for issuing a refund and would refer the consumer back to the extended warranty company. This resulted in what consumers referred to as "the runaround" and much confusion. In the majority of complaints, the consumers requesting refunds for the extended warranty would not receive one from SW Engines.

Complaints brought to the attention of BBB concerning unsatisfactory customer service normally allege unprofessional behavior from employees including: inappropriate language; terse or rude responses; unanswered calls, emails, and/or messages; abruptly ended phone calls; and unclear communication resulting in what consumers call "the runaround". Additional customer service issues pertaining specifically to shipping include: failure to ship promised products; failure to ship in allotted time frame (as stated on website); and failure to provide refunds in a timely manner.

In responses to complaints presented to SW Engines by the BBB, the company's responses are typically short and do not always address the issues of the complaints. In some cases the responses have been unclear and have created more inquiries or questions from both consumers and the BBB. In most cases, SW Engines is reluctant, or will not respond, to clarify its responses resulting in some complaints being left unresolved.

BBB contacted SW Engines on July 17, 2013 concerning the pattern of complaints BBB has and continues to receive. BBB asked for the company to provide steps it is actively taking or plans to incorporate in order to prevent future complaints concerning the 3 issues described. Furthermore, BBB requested the company to provide a first and last name of a designated BBB complaint contact with the company. SW Engines has failed to send BBB a written response concerning the pattern of complaints and has not provided BBB with a designated employee contact for BBB complaints.