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:05/23/2022

  Type:Service or Repair 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.

  I ordered a 383 CID engine from Raptor engine on 4/24/2021.I paid them ******* through my checking account with ******************** Apon receiving the engine I installed it as per the instructions. Did The engine break in as per the instructions with a witness watching. The engine developed a knocking noise which was determined by a shop that a cam lobe on number 6 cylinder was rounded. Raptor Engine sent a new cam shaft and lifters which I paid to have replaced. The engine still was making a noise so after several phone calls with Raptor engines letting them know I had checked and eliminated all the things they said it could be. They finally agreed to send a truck to ship the engine back to them to inspect it. I was told the cam shaft bearings were shot and they were going to build me a new remanufactured engine. The nature of my dispute is this. For 4 months they lied to me that they were building me a new engine until I finally said send my engine or refund me my money. So finally. He (****) Said we are going to refund you your money. He said you should see it in your account in 7 to 10 days. After 10 days I called and was told it was sent through Square and was given a transaction number (********). I called Square twice. both times they said we cannot find this transaction number. I called **** back at Raptor engine. He told me Square has my refund they do this all the time and I need to start a dispute with my credit union to get my refund from square. I did. I was told by ****** in the fraud department at ******************* ************. that because it was over 121 days **** would not allow them to do a dispute. She said it is Raptor Engines responsibility to find out where the refund is. She said when she tried talking to **** to ask to speak to bookkeeping to find out were the the refund may be he refused. He is telling me it`s my problem to find out where the refund is. He is doing nothing to help resolve this.

  Business Response

  Date: 05/23/2022

  ************ purchased an engine from our company.

  The engine suffered camshaft & lifter failure.

  Camshaft & lifter failure is not covered by the warranty because we cannot control the camshaft break-in procedure.

  We provided ************ a new camshaft & lifters but the engine suffered cam bearing failure when the camshaft & lifter failed.

  We instructed ************ to return the engine. After inspection of the engine, we informed ************ that the engine would need to completely rebuilt.

  ************ asked if he could change the build to accept a roller camshaft & lifters and we agreed.

  Unfortunately our production lead time for these engines is several months due to supply chain and labor issues.

  We issued ************ a full refund on 4/18/2022.

   

  Sincerely,

  *************************

  Accounting

  Customer Answer

  Date: 05/24/2022

   
  Complaint: 17220460
  
  I am rejecting this response because: I have checked with Square three times with the transaction number provided to me from Raptor engine. My credit union also contacted

  square with the transaction number **** provided me. I had square check it again today

  5/23/2022. The only record they have of my debit card is when Square took the money from my account on 4/20/2021 when I initially bought the engine. The gentleman at 

  Raptor Engine (****) refused to give my credit union any information when they contacted him concerning this. They asked to speak to bookkeeping, and he refused. He has

  refused to take any responsibility to find out what happen to the refund. He has gone from accusing Square of having my refund. To late last week of accusing my credit union or

  **** having my refund. Simple way to resolve this before it moves to legal action. Is for him to provide proof that Square took the refund from Raptor Engines account. The

  **************** person I talked to today suggested the merchant (Raptor Engine) should make sure this is a correct transaction number. Raptor Engine refuses to anything

  except say a refund was issued on 4/18/2022. If the BBB would like to contact Square the transaction number provided to me from Raptor Engine is *******. Last four of my

  debit card is ****. You will get the same response. There no record concerning this transaction number, and only one record concerning this card. When I bought the engine.

  Also for the record they had my engine for 4 months telling me they were building me another one. At one point last month telling me my engine was assembled and ready to

  ship. 

  Needless to say it never shipped.  

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/27/2022

  Our response remains the same.

  We recommend contacting your credit union.

  Customer Answer

  Date: 06/15/2022

   
  Complaint: 17220460
  
  I am rejecting this response because:

   

  Hello. Thank you for replying back. Yes, that is probably what happened that it went to my spam mail just like this email you sent did. Yes, I would like to reopen the case because Raptor Engine/ Global Engines LLC has not refunded me my money or contacted me concerning it. I have also had my lawyer send them a letter asking that they locate the refund or issue a new refund. The letter was sent on 5/31/2022. They have not contacted my lawyer or me and once again have not issued me a refund. I just sent them another email today giving them another opportunity to resolve this before I instruct the law firm to proceed with legal action. Any help from the BBB in resolving this matter will be much appreciated.

   

   

  ****** Exum 

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/16/2022

  We issued ************ a full refund on 4/18/2022. The funds were debited from our account the very next day.

  We have recommended ************ contact his credit card issuer and bank. We contacted **************** bank on his behalf and they have refused to help.
  
  Sincerely,
  *************************
  Accounting

  Customer Answer

  Date: 06/17/2022

   
  Complaint: 17220460
  
  I am rejecting this response because: This is not true. My credit union contacted ****************** and tried to resolve this by asking to speak with someone in Global Engine accounting to verify the refund was issued from Global Engines account to Square and he refused to let ****** a fraud and dispute representative with ******************* *************) speak with anyone. This could be resolved simply by a three-way call to Square and give provide Square with the transaction number ****************** gave me *******. As I am writing this now my credit union (Aventa) is checking once again for any error that *** have occurred. Once again, they found nothing concerning a refund being credited to my debit card from Square or Global Engines. I have one simple question. Why is it that every party mentioned in is this dispute? I, Square, *******************, Visa have made several efforts to locate the refund but Global Engine refuses to do anything except say we issue a refund on 4/18/2022. When it`s Global Engines responsibility to locate the refund. I am waiting on a call from a lawyer in ******** **. today through the law firm I deal with. It is obvious ****************** has no intentions of refunding me my money or help locate the refund he claims was issued. So, I have given him every opportunity to resolve this before I proceed with legal action.      
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/22/2022

  We have made several attempts to help ************.

  We contacted our bank and verified that the funds were debited from our account.

  We also contacted Square and verified that the refund was processed and credited to the account used to make the original purchase.

  Square recommended the customer open a dispute concerning the original transaction which we advised ************ to do.

  We also contacted and advised **************** bank to open a dispute on two separate occasions. 

  Square has no record of a dispute.

  All merchant accounts, debit & credit cards have a process to dispute a transaction.

  This dispute process can only be initiated by the card issuer or bank.

  Again, We contacted **************** bank on his behalf and they have refused to help.

  
  Sincerely,
  *************************
  Accounting

  Customer Answer

  Date: 06/25/2022

   
  Complaint: 17220460
  
  I am rejecting this response because: I will be blunt and say they are lying. Let me start with the first one. They have made no attempts to help me. I have been told every time I talked to *********************** that they issued a refund on 4/18/22 and I need to contact Square. I spoke with square again today 6/24/22. Once again, they could not find any record of transaction number *******. They also ask me are you sure they issued a refund. I told them that is what they (Raptor Engine) are telling me. Yes, he (***********************) did tell me to start a dispute. I had Cherry at my credit union (Aventa ************) do that. Cherry called *********************** and informed him that **** said it was over 120 days so my credit union could not open a dispute. He then proceeded to tell her that **** is lying to her, and she can open a dispute. She then asked to speak to his accounting office, and he refused. That`s the extent of Raptor Engines help to me and that was two months ago. Next one. I talked to Square today 4/24/22. Square ask me to have Raptor Engine call them(Square). So if they contacted Square why is Square asking me to have Raptor Engine call them? Next. Square cannot have a dispute opened up with them if the transaction number Raptor Engine gave me is not in their system anywhere. I will tell what Square recommended to me today. That was to have Raptor Engine call them. Which I plan on sending Raptor Engine an email today 4/24/22 telling Square is asking Raptor engine to call them. I called my credit union today4/24/22 and asked has Raptor Engine or Global Engine LLC contacted them. My credit union informed me they have never been contacted by them. If the BBB wants to contact Cherry at my credit union. She handles fraud and disputes. She will confirm that they have not contacted my credit union. You can also contact Square and give them the transaction number Raptor Engine/ Global Engine LLC gave me and you will see it does not exists in their system concerning my refund.     
  
  Sincerely,
  
  *********************