Complaints

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The transmission shop upsold me on a remanufactured transmission for my Buick on 5/30/2019. My warranty number was 508008. I bought it because Jasper claimed a warranty of 36 months or 100,000 miles. I got 22,075 miles from the transmission in 37 months. Do you believe that a transmission that promises 100,000 miles and delivers 22,075 is defective? I do. Jasper claims I went beyond 36 months so my warranty is no good. I believe Jasper should provide me with a replacement transmission.

  

  Business response

  12/13/2022

  Business Response The warranty is based on the time or mileage, whichever occurs first. However I think we can work with you some on getting this to a resolution. There would be no labor coverage offered, but Jasper could supply a replacement transmission at no charge. There would be no future warranty on the transmission. Please reach out and we can make arrangements. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Jasper provides a replacement rebuilt transmission with a 12 month or 12,000 mile warranty. The warranty assures a rebuilt replacement transmission. Jasper pays shipping to ******** Georgia repair shop of my choosing. I pay for the labor to install the replacement transmission. Jasper may have the old transmission at no charge if they pay shipping from ******* to their chosen location. I believe a rebuilt replacement transmission will resolve my complaint. We must agree on shipping charges. Consumer Response Jasper and I agreed to a replacement transmission resolving my complaint. Jasper asked me to reach out to them to confirm the details. I reached out and I called **** **** at Jasper, XXX-XXX-XXXX to confirm the details. I left a message to call me back at XXX-XXX-XXXX to confirm shipping details and return of the old transmission details.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I bought a Transmission from a company called Jasper almost 3 years ago. I have had nothing but trouble from them from the start. I bought a new transmission for 8,000 and after only about 9 months it started having problems. It started leaking and not wanting to shift into gear. I took it back to the transmission shop (* *** *********** in ********) they took it out and sent it back to Jasper to repaired. They said it would have to be replaced that they hadn't built it right the first time. They had it for over 45 days until they sent it back to 4 way transmission. I had it back two weeks and it started not shifting again I took it back to 4 way again. They said it was a electrical part that had to be replaced they had it for another 5 days. Then 16 months later it started leaking again and again I took it back to * *** ************ and again it had to be replaced do to Interior problems. They had it again for 3 weeks and when I got it back I had to take it back again for some Internal electrical problems. They had it again for another 3 days. In July I took it back to * *** for leaking again they said it was fixed. The end of August it started leaking and not shifting again. They told me my warranty was up in December and I was told that the transmission case was cracked and the transmission would have to be repaired. 4 way transmission told me my drive shaft was wore in 2 places and my transfer case was cracked they had no idea how that could've happened. I spent $2700 in repairs for those problems just so I could get my truck. Now jasper is saying I've got to pay $3300 for the repairs they made to the transmission this would bring the cost of this transmission to $14,000 my truck is only worth 20,000. My case number is XXXXXX

  

  Business response

  11/08/2022

  Business Response Case XXXXXX was assigned to this matter. Jasper has determined that the transmission returned for inspection was damaged by the vehicle not due to a defect. Since the warranty covers only defects, these are not covered failures. A driveline, mounting or adaptation issue is the root cause for the failures. If not corrected it will continue to occur. In a effort to assist the customer a replacement was offered at a substantial discount. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I took my truck to * *** ************ in ******** Oklahoma to do looked at. They told me that they couldn't find any reason that might have caused the problem with the transmission. I ask them to check everything on my truck to make sure it wasn't caused by anything on or with my truck. They said they hadn't found anything that could've caused this problem. I was told by * *** that with my warranty ending in December that they would expect them to not want to honor it or at least have me pay more. This has been an ongoing problem since they put this new transmission in my truck. Each time it's the same thing not shifting leaking it's the same each time. When I called Jasper about it they insinuated that I had been mudding or driving it hard that was the cause. When I told them I don't even pull trailers with it I only drive from my home in ******* to my job in *** about 25 miles they changed what they were saying what had happened. Business Response Again, the warranty covers defects in parts or workmanship. The transmission that was returned had a cracked case. A complete analysis was done and no internal cause for a cracked case was found. This coupled with the fact that the original core that was returned was cracked as well, points to a vehicle issue.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The 5.3 engine in my 2014 Silverado 1500 broke beyond the point of reasonable repair and my extended warranty company allowed me to get a "new" motor, which is a remanufactured 5.3 from Jasper Engines. The shop working on my truck sent in tbe initial order for the engine around 6/15/2022. Now currently it is 10/31/2022 and I am still waiting. They claim they aren't able to get a specific parting required for completion. Meanwhile they have not done anything to resolve the problem in a time efficy manner. I called them recently and now their saying to keep waiting until 12/19/2022. Being without my personal vehicle for this long is simply unacceptable, this process should never have taken this long.

  

  Business response

  11/16/2022

  Business Response Contact Name and Title: **** **** CS Leadership Contact Phone: XXXXXXXXXXXextXXXXX Contact Email: *********@jasperengines.com I reached out to the customer and left a voicemail. I need some additional information to try and locate the order.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jasper info - IMO XXXXXX and WRXXXXXX CS XXXXXX. Purchased the boat last year with it's warrantied Jasper engine. Had all warranty paperwork transferred to our name. Core was installed by ******* Marine in Tri Cities - *********** The engine failed after approximately 20-30 hours of use in late August of last year. Diagnosis was over $600, just to diagnose by the certified Jasper engine shop - ****** Marine in ***** * ****** ID. Boat was then repaired this spring and ****** reports the push rods, 2 of them, were completely bent indicating that the core was bad. The did NOT indicate this was anything that could have been caused by operator error, but by a poorly reconditioned core. Jasper was sent the old core by ****** and in turn sent us $1332. Total costs to repair the boat were nearly $4,000. Jasper sold and had a defective core installed by ******* Marine that in turn caused us to have the core replaced a second time in less than 6 months. Jasper's 'warranty' barely covered the diagnosis, and not anywhere near the cost to fix the replacement of the defective core. Seeking full reimbursement of all labor costs for diagnosis and replacement as the engine should have never failed. Jasper needs to seek any reimbursement if related to install from ******* Marine. Also, Jasper has failed to provide any warranty paperwork for the core that was just installed, and has failed to provide any root cause information as to why the core failed. The only information we have is that the push rods bent and the core was defective per the professional marine shop.

  

  Business response

  08/08/2022

  Business Response We had reached out to the customer to better understand and see if there was a way to satisfy them. However we were told that we are wasting their time. It appears that the warranty claim was covered at the maximums allowed under the terms of the warranty. I have attached the warranty for convenience. It is also available for review anytime at JasperEngines.com Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Jasper refuses to stand behind the new core that was installed, and won't warranty it for 2 years, as they state they will only warranty the old core that failed...makes no sense. They were ridiculous on the phone...trying to make all these excuses how it wasn't their fault, or that they didn't originally tell us that we had to take to a Jasper installer. Would NEVER buy anything from them or recommend them to anyone.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our 2016 Chevy Silverado 3500HD diesel truck cracked a piston in October 2021. We took it to a local diesel performance shop and was told it needed the engine replaced. The engine was replaced and cost $20,000. We got the truck back in January 2022. On April 29, 2022 just over 3 months later the crankshaft broke and destroyed the engine. We were 600 miles from home. We left the truck with a diesel shop in Ohio instead of having it towed back to Tennessee. It's now June 27th 2022 and thew truck is finally ready again. I was shocked to be told I owned $5,000 on and engine that had only 5+ thousands miles before we it blew up again! They say the rate is $65 dollars and hour? You can't find a Diesel mechanic for $65 and hour. They also agreed to pay only 34.5 hours because that what the book showed it should take but actual hours were 42..I have to pay the full amount for the difference. This better get resolved or I'm going to take legal action against Jasper! I expect them to pay their portion for the entire hours billed! I should not be in the situation to start with.

  

  Business response

  07/25/2022

  Business Response Could you please provide the jasper production number or the case number so I can look into this further.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jasper engines sold me a brand new engine in 2017 with a 3 year warranty. The engine was bad (burned oil at an overly excessive rate). They replaced it with a supposedly "new" engine in august 2020 and that one only made it 10,000 miles before the timing chain broke and bent the valves. This happened last month after having the "new engine" for little over 1.5 years. My mechanic told me this should not happen and only occurs in engines with about 200k miles or more on them. I have spoken to Jasper a few times and they don't care. They were actually very rude and yelled at me. They can just keep selling trash until the warranty is out and its not their problem. They gave me 2 bad engines that left me stranded 2 times and wasted numerous days of my life. I would like a refund or at least pay the $4000 to repair it. I can't afford this when I paid $7000 for brand new engine that should have lasted a long time. Id also like to expose them for shady practice. Im not the first person this has happened to. The mechanic working on it now refuses to do business with them for the same reason. I can provide documents if you need. Thank you

  

  Business response

  06/10/2022

  Business Response Please provide a production number so we can look into this further. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) It looks like their response was they want to see the product number which I have uploaded Business Response Thank you for the production number warranty case XXXXXX has been assigned to this matter. As stated this engine was purchased in November 2017. The three year warranty expired in November 2020. There was a warranty replacement made under warranty due to a defect that resulted in excessive oil consumption. As stated in the limited warranty a repair or replacement does not restart the warranty. Meaning this is one and a half years or 18 months outside of the warranty period. However as a gesture of goodwill we have offered a discount on a new purchase if desired. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) 8% discount on a new engine that will break down and leave me stranded in a year? I've already fallen for that 2 times.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transmission makes a noise in reverse and fails to move after sitting all night, especially when cold. The dealer asked Jasper to have them remove the transmission and return to them for repair. Jasper has refused and is asking the vehicle be taken to a local transmission shop for diagnosis and repair at my expense. I have registered complaints from the date of installation. Jasper is completely unaccommodating.

  

  Business response

  03/09/2022

  Business Response Could you please include the prod number of the transmission so I can look into this for you. Consumer Response Product code is on the attachments. Prod#XXXXXX Stock # XXXXXXX Business Response It appears that the installing shop has been unable to duplicate the customers complaint. The phone call that was reviewed pertaining to warranty case #XXXXXX the shop verified the customer has been in multiple time for this issue and they are unable to duplicate the concern. This is the reason they have recommended a second opinion. If the repair or replacement needs to be made due to a defect in our parts or workmanship we do cover that labor time regardless of where the repair or replacement occurs. If you have any additional questions regarding the warranty please reach out to our warranty department one of our techs would be happy to answer any questions you have. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The second opinion is acceptable but the third party, ******** ************ in ***** ID, can not evaluate the transmission until April 11, 2022. I request the case stay open until that time

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2005 INTL TK Box Truck with an engine that was rebuilt by Jasper Engine & Transmissions in 2016. (engine number XXXXXX). The engine has under 80k miles on it and there is a major leak of diesel into the coolant system. I contacted Jasper Engine & Transmissions at XXX-XXX-XXXX and attempted at discussing what options I had since the issue per my mechanics finding (certified diesel mechanic) was due to the fact that 1. when they rebuilt the engine they improperly inserted the injector cup and other pieces or 2. the injector cup was damaged when they inserted it into the engine. This is not an issue of wear and tear, this is an issue of negligence and the improper rebuilding of the engine. When I spoke with a representative from Jasper, he was extremely rude and carless about the situation and as well about the fact that they put the my drivers in a dangerous and harmful position. I simply called them to honor their mistake and compensate me for the part and labor of what it will cost to clean up their mistake. They claimed to me that the engine was out of warranty, and I completely would of understood if this would of been an issue of wear and tear, however, this is an issue of mistake that was made when they rebuilt that engine. I seek an immediate response and resolution and I truly hope that we won't have to go beyond BBB. If we can't manage this resolution here, I will get the Attorney General: Consumer Protection Division, as well the DOT involved in this case.

  

  Business response

  02/24/2022

  Business Response The engine purchased carried a 24 month warranty. The purchase date of the engine in question was in May of 2016, making this engine nearly 70 months old. There is no longer anything that can be done under warranty. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) So Jaspers way of doing business is rebuilding an engine wrong, selling it and then wait for warranty to expire? Every diesel engineer knows that the part of engine that your company rebuilt would take longer than the warranty to show any sign of damage. The way I see it, you put my driver (employee) in danger of which could of resulted in serious harm for him. I believe that the next step will be to contact the DOT and Attorney General and move this issue forward. All I asked was for a simple refund on the parts and labor of around $3,000 and due to your refusal now I will seek, not just the refund but also damages. My driver (employee) will speak on the harm that he almost experienced due to this issue. Thanks for your time. BBB, I refuse to close this case as this is not the answer I was looking for. Business Response I have attached a copy of the written warranty, which is also available anytime at jasperengines.com. I would like to point out this paragraph specifically. "JASPER's limited warranty will end after the expiration of time or mileage from the date of the original invoice. Any repairs or replacement will not extend the warranty. The buyer shall be responsible for all defects, thereafter, regardless of cause" Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I would like to upload a picture of the damaged cups. I spoke with a mechanic manager from international and they stated that the damaged was 100% caused by negligence of the mechanic who re-built the engine, further, international stated that the only way a damage like that can occur is by either 1. using an improper tool (only international carries that tool) "does your shop have that proper tool?", or 2. the cups were forced in there. Regardless of your warranty, you can't just build malfunctioning products and attach a warranty to it and sell it to the public. It is because of companies like Jasper that accidents happen on the freeway and innocent people get injured. Your company should be ashamed of the products you build and government should audit all your operations to ensure you meet the safety regulations.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new motor it was installed truck caught fire 5 days later threw a rod through the oil pan! Truck was under warranty took to shop for replacement they only agreed to pay 80 an hour for labor shop is 115 it cost me 3 thousand dollars to get my truck out! They only wanted to cover engine and when it caught fire a lot messed up on the truck got it out of the shop and it still has bad injectors

  

  Business response

  03/02/2022

  Business Response please provide a prod number so I can look into this for you. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The production number I'm assuming is the last eight of the vin XXXXXX we did not recieve a production number Also below is the ending of the receipt so we have paid 18k for a truck that is still not running! We have called jasper and no response also there are parts we were charged fr that were never changed on this truck if we don't get a response of reimbursement we will take legal action because this is not okay! Business Response Jasper has assigned a case number of XXXXXX to this matter. The case notes as recent as 2/18/22 indicate that this is being handled through our warranty process. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Like I stated before warranty didn't cover the labor and burnt parts on this truck that were caused by the first engine that was put in and caught fire! Business Response This continues to be handled through our warranty process. As recently as 2/28 we have been in contact with the vehicle owner. We do not handle warranty issues through the BBB complain process. If there are additional questions please reach out to us at X-XXX-XXX-XXXX and follow the prompts for warranty. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They have not been in contact with me I have called several times trying to get the Nashville sales rep to call me and that still has not happened!

*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. ↩