ComplaintsforJasper Engines & Transmissions

• 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. 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a remanufactured Jasper Engine in March 2023. It was a 7.3 diesel. The engine had a 2 year replacement warranty including labor. In July, the engine failed with only 6000 miles on it. Jasper informed me I could use any accredited shop for the warranty work, as I was traveling out of state. The Jasper representative informed me they would send a replacement engine to the automotive shop that agreed to do the labor. Jasper told me I must pay the automotive shop labor myself, then Jasper would reimburse me up to 25 hours labor, fluid, etc. It took 25 hours labor. Jasper reimbursed me 20 hours @ $75 hour. The shop charged 25 hours @$85 hour. Very reasonable I might add. Wisconsin's average is $138 hour. Jasper only reimbursed $30 for fluids. Jasper instructed **** ******* ***** the shop I retained to replace the engine, to perform additional diagnostics before they would send out replacement engine. That was an additional 3 hours labor. R&R labor $1950.40 Diagnostic $254.40 Oil and filter $134.99 Valve cover gaskets $228.86 Injector o ring kit $112.40 Antifreeze $43.50 Fuel filter $32.26 Total $2,756.81 before taxes Jasper sent me a check for $1755. As shown above that does not cover what I am owed. Rebuilt engine should not blow after only 6000 miles. I make my living on the road. The truck holds my slide-in camper. This break down cost me in missed work and additional motel fees. I am looking to be reimbursed the $1001.81. The difference between what Jasper paid out and what I had to pay out on repairs.

  

  Business response

  12/19/2023

  Good afternoon, this is in reference to warranty case ******. We have already covered 20 hours in R&R and 3 hours in diagnostics. It appears we were under the impression that you were only being charged 20 hours. I can run an additional claim for the 5 hours that you are short. The fuel filter and the valve cover gaskets are not something we can assist with. The fuel filter is a normal maintenance item and the valve cover gaskets on this particular unit are re-usable and are also the passthrough connector for the injectors. However, we can help with the oil and filter, coolant and injector o-rings. This would be a total of $247.39 towards parts. If this is agreeable, I'll process the claim.

  Customer response

  12/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: Jasper has paid out labor @$75 hr. Actual labor rate was $85 hr. I expect to be reimbursed all labor,  (25 hours) @$85 hour. That totals 20 hours x an additional $10= $200, plus 5  additional hours @ $85= $425. Therefore, $625 labor plus parts quoted by Jasper will satisfy the claim.
  
  Sincerely,
  
  **** *******

  

  Business response

  12/26/2023

  Sorry, but the limited nature of the warranty covers up to $75 per hour, nothing further. We have already offered assistance on parts and fluids above and beyond what warranty covers.

  Customer response

  12/26/2023

   
  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. Note: 
  I'm still not happy that Jasper is only willing to reimburse labor at $75 an hour, not the $85 an hour that I paid, but I'll accept it and move on.
  Sincerely,
  
  **** *******

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a Engine from Them, they orignally sent me the wrong one so they had to pick up the engine along with the Core when they dropped off the 2nd Engine. They were admitt that they could not drop off the 2nd Engine until the First Engine was picked up so when they delivered the 2nd Engine they picked up the First Engine. Now they are billing me for a 2nd Engine that they originally picked up.

  

  Business response

  09/11/2023

  I have gotten with our branch and confirmed only the core has been picked up. The "incorrect" engine has not been returned. Once it has been returned, we will issue credit. Until then it will continue to show as a balance due. 

  Customer response

  09/15/2023

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

  When they re-shipped the correct engine to me that i should have received in the first place they were very admit that they would be be picking up and swapping the Engine not just delivering me an Engine. They made that perfectly clear with me to have it ready. Do upon delivery of the New engine the 1st engine they shipped me was ready to and the Driver took it, I can not be responsible for what happened to it after the Driver loaded it onto his truck.

   

  Once it was out of my Yard it was no longer my responsibility.
  
  Sincerely,
  
  ****** *******

  

  Business response

  09/18/2023

  our records indicate it has not been picked up. If you have any other questions regarding your account, please contact our accounting department.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have purchased several engines from jasper over the years..almost every one has had an oil consumption problem. i have had 2 engines replaced under warranty, to which they say that the issue was resolved, but in fact it is not, the replacement engines use more oil than the last ones did. Jasper refused to replace these engines stating that they have already been replaced under warranty. so i guess once the engine has been replaced the warranty is out the window on the replacement...what a joke. i am a repair shop that spent almost 60k with them last year

  

  Business response

  08/24/2023

  Good Afternoon, I do not see any current warranty cases regarding oil consumption. If you are experiencing an issue please contact our warranty department or me directly to get it resolved. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 17, 2023 I called Jasper Engine and Transmission to get the process for a warranty repair. I spoke with ****, he provided the options and we decided take it to the original shop that installed the transmission. **** provided a Warranty Case number ******. We dropped our 2011 Jeep Wrangler (mileage 139,006) off at *** ********** ****** on the same day to determine the source of a transmission leak. The Jeep had a Jasper transmission installed by this shop on March 25, 2022 (stock number 5274314/production number 165708). The mileage of the Jeep at that time was 109,071. On August 18, 2023 we were informed by the shop the cause of the transmission leak was the transmission pan bolts were not torqued to specifications and they had informed Jasper Transmission of their findings. On August 22, 2023 we were informed that Jasper transmission associate *** ******** sent an email to **** at *** ********** ****** denying the warranty claim. The email stated "Regarding warranty case ******, fluid pan leaking, due to pan bolts being improperly torqued, this is not covered by Jasper's warranty as this is considered a maintenance item, which includes the 5,000 mile required fluid services and required service intervals thereafter." I phoned **** to ask about the decision. He told me he would look into it and get back to me. I had not heard anything by approximately 3 pm so I called **** again. He told me warranty was denied for 1 of 2 reasons-the required 5,000 mile fluid and filter change and/or original manufacturer interval maintenance. I asked what the internal maintenance schedule. **** stated 30,000 miles. The warranty states specifically for transmissions the 5,000 mile fluid/filter change is NOT REQUIRED but strongly suggested and the transmission is under the 30,000 interval maintenance requirement. Based on the written warranty the repair should be covered.

  

  Business response

  08/22/2023

  This is being handled through the warranty case. Our apologies for the misunderstanding we only recently stopped requiring the initial service.

  Customer response

  08/23/2023

  
  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.  Jasper Engines and Transmissions has told me a refund for the service will be issued and I should receive it in 7-10 days.
  
  Sincerely,
  
  ***** *******

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