Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I’m here now at the dealership, after picking my car up yesterday after getting the 3rd new engine put in. This is beyond ridiculous, from 2022 till today my car has been at the dealership, more than it’s been in my own garage. First engine in 2022 compression in cylinder’s was bad, 2nd engine 2023 rear main seal & crack in upper oil pan. 3rd 2024 engine put in and picked up yesterday is leaking oil. I’ve asked Jasper engine to give me a new 3 year 100,000 warranty, since I’m on their 3rd engine from them, and haven’t gotten 15,000 miles out of all 3 of their engines combined. Jasper engine telling me my warranty will still end July 2025 regardless, cause they go by original purchase date, this is totally unacceptable and cheating the customer and they should be held accountable. I’m requesting my money back from original purchase of $5776.00, and that Jasper engine give me a new engine with the full 3 year 100,000 mile warranty for the new engine for my inconvenience and their lack of being able to provide a quality product. Thanks for your help in the matter.

  

  Business response

  12/03/2024

  I'm sorry you have had issues with your Jasper Engine. Both of the warranty issues have been documented under warranty case ******* You are correct a repair/replacement does not extend or alter your warranty. This is laid out in the terms of the warranty and is standard for most product warranties. However, since your concerns are documented for future consideration if there are issues in the future. 

  Customer response

  12/03/2024

  * ********** ********
  
  I am rejecting this response because: I’ve never had a chance to enjoy my car, out of the 3 years I never got 15,000 miles out of 3 different engines. Then 3rd engine they put in is still currently in the shop trying to get fixed for an oil leak. The 3 years 100,000 mile warranty will be up July 2025, due to everything that has happened, Jasper engine should give me my money back for the engine and the installation I’ve paid $12,581.36 since they can’t produce a quality product. That’s really the only way to make this right, and I keep the current motor and Jasper engine give me a new 3 year 100,000 mile warranty for my inconvenience…..
  
  Sincerely,
  
  ****** *******

  

  Business response

  12/03/2024

  Your concerns are documented for future consideration if there are issues in the future. If you have issues in the future, please reach out. However, we would not provide a refund because the warranty has to be used. 

  Customer response

  12/03/2024

   
  ********** ********
  
  I am rejecting this response because: because a 3rd Jasper remanufactured engine was just put in my car Nov 14 2024, I drove home 40 miles and the engine is leaking oil, Jasper engine wanted to send a 4th engine to the dealership,  the dealership said they’re not putting in another Jasper remanufactured engine, so Jasper engine told the dealership to make every effort to fix/stop the leak. I have zero confidence in Jasper remanufactured engines at this point! It really has me wondering what a judge would have to say about all this at this point. I feel it’s only fair to me to give me my money back for the engine and the installation I’ve paid for $12,58136, since Jasper engine can’t provide a quality engine, and don’t want to warranty a new engine for 3 years 100,000 that was just put in past the original purchase date July 2022 - July 2025, even though the customer hasn’t gotten 15,000 miles after Jasper engine 3 attempts to send a remanufactured engine to the dealership to have installed in my car. So I’m still requesting my money back for engine and installation I’ve paid, plus to keep current engine put in Nov 14 2024 and for Jasper engine to give me a new 3 year 100,000 mile warranty on this engine… Like I previously stated it’s only fair that these request be honored, since I’ve been so inconvenienced by Jasper engine from 2022 to this day, and my car being in the shop from Nov 15 2024 after picking it up Nov 14 2024 and having to take it back the next day and it’s still currently at the dealership, because the 3rd engine provided by Jasper engine is leaking oil, no customer should have to deal with this, especially a retired US Navy, Disabled Veteran who’s hard earned money has been spent! After reading all the negative reviews and complaints, has me wondering how is Jasper engine in business still? This is tragic……
  
  Sincerely,
  ****** *******

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this jasper engine installed in my 2013 jeep wrangler in January of 2020, I have had countless problems since, it came with an engine tick from a lifter within a year of getting it in which they wouldn’t fix, and I believe I filed two complaints with them as well, now it’s been only 4 years and the head gasket has a leak and multiple other parts of their engine has had problems which they refused to cover.

  

  Business response

  11/15/2024

  I would like to look into this further for you to ensure that you noise issue is resolved. Can you please provide the production number for the engine? The pictures you provide appear to show a valve cover leak. Please keep in mind we do no supply or install valve covers with our engine. 

• Initial Complaint

  10/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a crate motor from jasper engines at the end of last year since then I've had to go back and replace that brand new crate engine three different times. The shop has had the truck longer then I've been able to drive it in the past year. I've just lost my job because of not having a truck for work because I'm waiting on another enging.i can't pull a trailer or haul a load and I don't dare put it on the parkway because it breaks down so much.

  

  Business response

  10/25/2024

  I would like to look into this for you. I need additioanl information. Can you please provide the Jasper engine production number?

  Customer response

  10/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Yes I have my vehicle at *** **** in ********* Tennessee. For a warranty on a engine in my Yukon detail 6.2 . Any vehicle was originally at family tire center in ********* Tennessee which they no longer do motor jobs.so I paid 11k for this job to be done which was to cover 100k miles or 3 years .I had to take to d&k auto because of original shop refusing to do engine replacement. I will be in contact with my lawyer Monday. I now have a bill of 900 in labor of what jasper engine didn't pay for but 1400 roughly for labor that shop charged 2300

  

  Business response

  09/09/2024

  I have been working with the customer to resolve this. At this point I guess we should wait for counsel to contact us.

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  It's was handled finally ty

   Sincerely,

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2023 we purchased our 2015 GMC Yukon XL Denali from ******** in *********, KY, there was a tag in the glovebox for a replaced Jasper transmission. That transmission was replaced in 8/2021 at a little over 140k miles. We just picked up our GMC from ***** in **********, IN on May 13 after paying $1.866 for labor and the transmission is already slipping. Going uphill it makes a loud metal-on-metal groaning. This is absolutely unacceptable for a business to be profiting off products with a very high percentage rate of failure. Jasper transmissions fail. Period. Everyone knows this. But they shouldn't be failing or have failed within 200 miles, nor 30k. This is our main vehicle, practically our only transmission and time is money. We have to take our vehicle back again to have this remedied, lose our vehicle and what, have ANOTHER failed or failing transmission in a fraction of the time that a normal non-Jasper trans fails.

  

  Business response

  05/15/2024

  I'm sorry you are experiencing issues. I found warranty case ****** associated with this matter. Please take the vehicle to the shop of your choice and have them contact us to determine the next steps needed to address this under warranty. 

  Customer response

  05/16/2024

   
  Complaint: ********
  
  I am rejecting this response because: it isn't the shops fault and it is back at the shop. Time is money and that is our everything vehicle. We have that truck branded and that is our money-maker, without it we cannot do or represent our business properly. We had to pay $1,800 out-of-pocket lost it for 5 days and then got it back for one day and had to lose it again. You are costing us money and time!
  
  Sincerely,
  
  ****** ******

  

  Business response

  05/16/2024

  Again, I'm sorry you are having issues. Please contact our warranty department or have your shop contact us so it can be addressed. Our toll-free number is **************, follow the prompts for warranty.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Rebuilt motor from Jasper. Since the day it was installed it has burned oil. The motor was installed at approx 303,000 miles at 308,981 the Dealer “Reagle Dodge “ added 2 quarts of oil, at 309,758 another quart was added, 310,225 another quart was added, 311,286 2 quarts where added and today at approx 313,860 another quarts was added. I have called Jasper on 2 different occasion today 4-6-24 I spoke with the warranty dept. I was told the Industy Standards allow 1 quart of oil every 1000 miles. I cannot believe after paying $8700.00 I was told that. All I ask is the motor be replaced it’s obvious there is an issue with it.

  

  Business response

  05/07/2024

  Hello as we explained when you called us yes 1 quart in 1,000 miles is industry standard but your report of 2 quarts in 1,000 miles is excessive and needs to be diagnosed. Oil consumption could be something serious like a piston ring issue or something simple like a restricted Crankcase vent system. Please have the shop contact us to continue diagnosing. 

  Customer response

  05/09/2024

  I spoke with several Jasper Certified Installers, all of them said that the motor should not be burning /using 1 quart of oil every 1000 miles. However mine burns/uses at least 2 quarts of oil every 1000 miles. I would have never purchased a motor thru Jasper had they advertised on their website that the motor may or may not use 1 quart of oil every 1000 miles. That’s ridiculous. So I am to believe that the “industry standard” allows 1 quart of oil to be used every 1000 miles?  I have never heard of such a thing nor have any of the mechanics I spoke with.  I will take my van back to the dealer and have them call Jasper.  As I said , I just want the more replaced / repaired whatever it takes so it doesn’t use /burn oil. I think for the money I paid it’s not to much to ask.

  

  Business response

  05/10/2024

  We want the same thing. You in your vehicle with an engine you can trust. Feel free to have the shop reach out to me directly if you wish. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transmission on my 2002 Toyota Tundra has been replaced twice, both times with Jasper rebuilt units. The first time was in 2020. That unit failed after 750 miles and was replaced under warranty, however I incurred a unreimbursed charge of $263.00 due to Jasper refusing to pay the full installation cost. This replacement unit recently failed after less than 10,000 miles. Jasper refuses to accept any responsibility for this obviously defective unit. Jasper’s utter lack of integrity is beyond comprehension.

  

  Business response

  04/25/2024

  In order to look into this for you further I will need a production number. However, if the purchase was in fact made in 2020 the purchase would no longer be under warranty. The longest warranty that we offer is 3 years, or 100,000 miles, whichever occurs first.

  Customer response

  04/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The second replacement unit started malfunctioning in January of 2023 six months prior to the expiration of the warranty. 
  Furthermore, if Jasper had any integrity they wouldn’t be hiding behind a technicality to keep from doing the right thing and would instead be making every effort to rectify their obvious failures.
  
  Sincerely,
  
  **** ****

  

  Business response

  04/25/2024

  I also asked for information to look into this for you. You have failed to provide a case number or production number. 

  Customer response

  04/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

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

  

  Business response

  04/26/2024

  Thank you. I looked into this a bit for you. We assigned warranty case ****** to this matter. Unfortunately, this unit is one that we no longer produce. The fact that we no longer have the ability to produce these, coupled with the fact that the original purchase date was 5/21/2020 eliminates any option we have to replace this. Sorry, but there is nothing more that we can do.  

  Customer response

  04/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Jasper sold me an obviously defective product. Not once but twice. Any reputable company would realize that nothing less than a full refund is warranted.
  Sincerely,
  
  **** ****

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jasper is refusing to warranty a product under warranty unless the circumstances benefit them. I am being denied a warranty because the product has already been warranty twice. Which yes it was with in the 1st 60 miles. They did pay out for both failures with no contact, questions about them. The third on has been in for almost 15000 miles and has developed an issue. I have done all there field test as well as paid an other Transmisson shop to diagnose. Now they are saying they will not warranty it because it’s been too many times with the first two having been my fault. They want me to sign a nondisclosure release and settlement of claim form for them to warranty it. This will give up my warranty with no future claims, replacements for warranty. The other option is to send it to them to have it checked in which if they fine noting wrong, I will have to purchase a new unit. Both Of these options have an outcome that would only benefit them as to not have to warranty it ever again per their warranty, or them having an unbiased opinion on if it was defective.

  

  Business response

  03/20/2024

  Jasper warranty case ****** has been assigned to this matter. As we have explained, the warranty does not entitle you to a replacement unit regardless of cause. It entitles you to a repair or replacement if a unit is defective due to parts or workmanship. As outlined in the warranty terms that were agreed to by purchasing the transmission you can submit the unit in question for inspection. If it is found to be defective, we will repair or replace it. If it found that the unit is not defective, we can then return the unit to you. Or if you desire, you can purchase a new unit. 

  Customer response

  03/21/2024

  Yes it dose entitle me to a repair or replacement if a unit is defective due to parts or workmanship with out having to sign a nondisclosure release and settlement of claim to relinquish any further warranty. After being told that and receiving it by email the only other option is to send it in. I was told if it was not defective I would get it back in pieces and I would have to purchase a new unit as you just stated. That is not a repair or replacement. The times before a new unit was sent and the old one was sent back. In this case I have done the test replaced the parts you sent with the same out come and you do not want to honor the warranty without stipulation. Sending it in is no longer an option the trust of jasper has been lost and it is only in jasper favor to not fined anything defective. I am willing to have another 3rd party do the inspection again even though I have already done just that. I will accept a full refund or send a new unit. This has been going on for well over a month and time, money has been lost with this truck not working.

  

  Business response

  03/25/2024

  We have explained the warranty process verbally and in writing. If you would like further clarification, please contact me.  

  Customer response

  03/27/2024

  I am rejecting this response because your verbally and in writing explanations are not the same.  On the phone you said If it found that the unit is not defective, you would then return the unit to you in pieces and I can purchase a new unit.  You also sent me a nondisclosure release and settlement of claim form in case you forgot . Explain it the way you did on the phone! I will not call! We are here to have this in a public setting to resolve this and for future customers to read.
  

  

  Business response

  03/28/2024

  As I have not personally spoken to you on the phone, I do not know exactly how things were explained. However, my understanding of the situation is replacement is being demanded, but based on the case history we are invoking the warranty as written. We want to inspect the unit to verify it is a defect before replacing the unit a third time. You did not like this and asked if we can just send another trans sight unseen. All parties have invested considerable resources in trying to resolve this. I believe this was a good faith effort to find a middle ground but, based on your reaction you do not feel the same. I have removed that offer from consideration and ask, what do you believe a good middle ground to be?

  From a technical standpoint the main concern on our end is there have already been two attempts to repair this transmission and the vehicle issues remain. As this is an electronically controlled transmission there is a possibility of the control side (vehicle wiring, vehicle and engine sensors, or PCM) issue that is the root cause. Admittedly there is also a possibility it is in the transmission, if it is we will find it upon inspection.

  Customer response

  03/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:******* **** is the person I spoke with. First sensors were replaced which cleared the code than delayed downshift started a few days later. Jasper sent me a trans-x unit to determine whether it was the truck or the transmission which indicated a transmission problem. At this point a valve body was sent and replaced. Than the valve body had to be removed to fix the rooster comb because was slightly bent in which didn’t allow the neutral safety switch to work properly. Still had the same problem. After two weeks with no response on the next step I was told no warranty unless I signed a nondisclosure release and settlement of claim. I’m not a lawyer, but I’m pretty sure it’s against the law to force somebody out of a warranty. I would have gladly pulled it out and sent it in before that. Hours of time have been spent replacing parts diagnosing with the tran-x as and down time. I’m going to have it repaired and move Forward. I have file a complaint with ****** Attorney General. And will take the next steps needed. At this point a full refund with the extra warranty I paid for will be the resolution. 
  
  
  
  ****** ******

  

  Business response

  04/01/2024

  Okay, we will await their response. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In middle of July, 2023, a shop ordered a replacement transmission for my Dodge truck. Its Jasper case number ******. Over the course of the next several weeks, Jasper sent the wrong transmission. When first ordered, Jasper was given the vin number AND told its a 2WD vehicle. The first transmission sent was for a 4WD vehicle. The next, arriving 8 days later, was installed only to find out it was not configured to drive the speedometer. At first Jasper said this would be handled as a warranty issue. If handled this way, I'd be responsible for the difference in the shops hourly rate vs what the warranty covers. I found this unacceptable. Why should I pay anything for their lack of quality control? After many, many phone calls they finally agreed to pay for the full shop costs. During these phone conversations the Jasper contact refused to take 100% responsibility and said the shop shared some of it. What exactly did the shop do wrong? Nonsense. When I suggested they give me the upgraded warranty they refused. Saying a claim might be made later. BUT, they said I could buy it. Hmm, a claim could be made later regardless of who pays for it so this made no sense to me. I decided to drive the truck home (about a 4000 mile trip) without cruise control nor the speedometer (cruise control relies on the knowing the speed). I made this decision since I had no faith Jasper would send the correct transmission and had already been waiting over 2 weeks for the correct transmission to be sent to the shop. My local shop did receive the correct transmission and the truck is once again on the road. My main complaint is that, at no time during this whole process did anyone at Jasper offer an apology for the inconvenience of first, not sending the correct transmission twice nor for the hassle of my having to drive 4000 miles without cruise control. And at no time did they offer anything to compensate for my inconvenience.

  

  Business response

  02/26/2024

  please accept out apologies for the added time and stress that was caused by the transmission being built incorrectly. It must have been very stressful making that drive without a speedometer or cruise control. Because this was not a typical "defect", but a mistake made during assembly, Jasper has already covered what we were told was the full cost of replacing the transmission.    

  Customer response

  02/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I appreciate the apology. Would have been great if you actually meant it vs having to go this route to have someone seem to actually care. However, you ignored my request fore the premier warranty. Please either offer it or provide an explanation of why you are not offering it. 

  
  Regards,
  
  *** *******

  

  Business response

  02/27/2024

  We already covered this with him on multiple phone calls. The repair was covered in full with zero out of pocket to him, above and beyond warranty. We are not going to offer him the PSP plan that we explained he can purchase within 45 days and he declined. This PSP he is speaking of increases the labor reimbursement from $80 per hour to $140 per hour on any warranty in the future and this is above what is reasonable. 

  Customer response

  02/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes, MULTIPLE calls were required for you to agree to cover the full costs. It should not have taken multiple calls for Jasper to agree this was NOT a warranty claim but a complete lack of quality control by them. It took me asking to be connected to a manager to finally have Jasper agree to pay the shop's full labor rate. 

  So yes, the costs of replacing the transmission (3rd time a transmission was sent and 2nd time one was installed) were covered but NO consideration was given for my having to drive about 4000 miles with no speedometer which meant no cruise control. Nor for the extra delay their sending the wrong transmission caused.

  If they gave me the Jasper Premier Service Plan it would have been cheaper than the extra cost of covering the shop's hourly rate. They declined to give that plan saying that a claim could be made later. That's true regardless of who paid for it. That explanation makes no sense now nor when they gave it. If I had been given the upgraded service plan I'd not have made this complaint and would have a much better view of Jasper and their customer service. 

  I see now that, beyond the apology I forced through this complaint, Jasper has no interest in any further action. I hope others read this and plan accordingly when needing a replacement transmission. 

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

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a motor for my dodge Durango from jasper for 3 years I have had the same problem after an addl 2000 in service repairs looking for leaks thermostat replacements only to find there has been no leaks there is and has been a problem internally with the motor .

  

  Business response

  02/01/2024

  I'm sorry unfortunately I cannot locate a warranty case or purchase based on the information provided. Please provide a production number or case number so I can look into this for you. 

*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. ↩