We purchased a re-manufactured engine 01/22/2019 and sent core as directed - they received it on 02/08/2019. At that time, they did not state we needed to send by certain date to secure the one they had one hand. They confirmed receipt of core on 02/08/19 and tech stated it would be ready by end of week and they would send back week of 18th. I followed up on 18th since did not hear anything, they said no updates available. I called back on 21st and was told be tech that engine was in the warranty stage and needed to pass the inspection. I called back on the 25th and was told it did not pass inspection so needed to be rechecked. My husband called on the 28th where they stated calling him back "in 10 minutes" but no return call came. He called again on 03/04/2019 where tech had no information and rudely hung up on him. I called at 2:30PM on the 4th and asked for a manager to which Lanny said the manager was in Florida and asked if he could help. After relating the issues, Lanny stated: the engine they originally had for us was sent to a different customer because we "took to long to send the core." Lanny also stated: they had to out-source the work and that location said they do not have a matching engine and will take 3 more weeks. At this time I expressed a strong concern for the fact that we were previously told that the engine was almost ready and going through inspection. He said that was not the case. He offered to return core with refund or wait for new engine. We opted for refund and return core, and I asked multiple times if the refund would be a full refund as the company misspoke about the entire ordeal. He said he would have to speak with a manager about that but most likely we would. Lanny stated the core would be shipped back on 03/05/2019 and a refund check mailed to our address same day. On the 5th I spoke to Lanny and he said neither had been sent due to weather. I confirmed again a full refund of $9095 and he said he was confident we would not get charged for the freight but had to discuss with manager. I asked for an email to confirm all this and when items shipped, to which Lanny agreed. On 03/07/2019 I called again to follow up and after being on hold for 15 minutes, Lanny stated the items were shipped and refund check was less than $9095 because it was our responsibility to pay the $300 freight since we changed our minds. When I expressed concern again for the lies the company told (they stated engine was complete and going through warranty inspection, and then stated it was never worked on and would be 3 more weeks) Lanny said it was still our responsibility to cover freight because company was not at fault since we "took too long." I asked to speak with a manager, to which Lanny replied he was a manager. I explained he never said that on the 4th or at any time, to which he replied he was the decision maker on this matter. I asked for the owner, to which Lanny also replied he was part owner. At this juncture, I would highly recommend no one to ever do business with this company now or in the future. They have horrendous customer service, no follow up, no follow through, blatantly lie, and then hold the customer responsible for their mistakes and mishandling of issues. At no time did they say we were late in getting core to them so it would take longer.... until we became concerned on how long it was taking! Then the truth came out - they had not even started the reman! Horrible, horrible, horrible customer service. Disgusting company if this is their leader, owner, manager and final decision maker.