ComplaintsforJasper Engines & Transmissions

• 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!

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Jasper Engines to perform a custom rebuild on a Chrysler 440 engine through their Authentic Division. The engine required a custom paint Chrysler Blue, by Duplicolor , paint color DE-1631. This was discussed in advance and agreed to by Jasper. There web page for the Authentic division even states they use the original paint. After having the engine for 2 weeks and disassembling it. They called and refused to paint the engine the original color. They gave me excuse after excuse. I even offered to purchase the paint and send it to them, as they did not want to pay for the paint.. they stated it wasn't available, it would get lost by their shipping department etc.. etc... ( The paint is widely available at numerous sites nation wide, Amazon had 50 cans available. The paint would have a cost of $40 -$50 dollars. The overall rebuild is a little over $5000.00 Hence the paint is a small cost in comparison. Jasper had refused to stand behind their agreement nor are they honoring their published rebuild process. I cannot produce a quality paint job in my garage to match the quality of Jasper's paint booth/process.. Which is what they have told me, I would have to do.

  

  Business response

  02/28/2022

  Business Response This particular brand of paint had not been approved by our safety or environmental departments. We were able to acquire the safety data sheet and get a one time approval for the paint.

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty # XXXXXX I assumed transferable warranty with 1 year and 24 day's remaining. 07/17/2020 On jasper engine in 2014 ram promaster. Vehicle and all work done at ******* automotive service center,inc *** ***** *** ******** XXXXX Vehicle has been in and is still at this shop. On 7/17/2020 a replacement jasper engine was installed under warranty. Immediately engine had problems After numerous attempts to resolve problems with engine, Jasper and shop installs another engine on 03/03/2021 Immediately problems with current engine arise. After numerous attempts to resolve problems with engine, Jasper engine informs me that the warranty has ended on this engine on 08/09/2021 And doesn't matter that it's still in shop awaiting a resolve . Now as of 01/07/2022 jasper engine has offered to replace engine once again But with a stipulation I have to agree to sign a release and settlement of claim document. And said replacement jasper engine has no guarantee or warranty that it will even run. I've incurred financial losses related to work done on this vehicle and financial losses related to not having use of vehicle .

  

  Business response

  01/27/2022

  Business Response We have offered to cover this as if it were still under warranty because of the continuing issue that have been experienced. However once this engine is installed and the owner has taken possession of the vehicle there will be no further warranty. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I said customer have never taken possession of the vehicle. It has had problem from initial engine install. And has been at ******* automotive. I repeat it has not been released from ******* automotive, and I haven't taken possession of the vehicle with jasper engine installed on 03/03/2021 Fully under warranty at this time. Business Response Sorry, I don't know if I communicated this clearly. We are treating this most recent issue as if it is under warranty because it occurred while still under warranty. But the replacement will not change the fact that the warranty has expired. So there will be no warranty going forward. So after this repair is completed and you get the vehicle there is no warranty. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The problem with your resolution is that the engine you want to send has no guarantee that it will ever work at all. So ******* automotive installs the replacement engine like the other two engines, starts it up and it's worse or it breaks upon start up. ******* automotive says this will be my exspense now. Jasper engine does not have faith in there own engines. I wasn't asking for a long warranty, just 24hrs to verify that the engine you want to install will work correctly. ( the two engines you've already installed have not).All problems have been immediately upon start up. Why is a company with the legacy of Jasper engine Not willing to give the customer any assistance that there going to get a good product? And essentially washing there hands of there problem engine's, by only agreeing to install said engine if I sign a release&Settlement of claim form?leaving this replacement engine repair or replace again at the customer's exspense? I have been without this vehicle for one and half years at my exspense! Because of Jasper engine and there problem engine's! Business Response As we have siad, if something happens at start up and the vehicle hasn't left the shop we will take care of it. Once the shop has finished installing and verified that the repair is completed and the engine is functioning as it should it in no longer under warranty. If us giving you a 24 hour grace period will make you feel better consider it done. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I will agree with the terms outlined in your offer,provided it's at no more cost to me. And you provide the 24hour Grace period upon me taking vehicle from shop. Lastly put all of this in writing and inform ******* automotive of what you are doing. Business Response Our technician will reach out with an updated agreement. It will need to be signed by both you and the shop. I'm glad we could get this resolved. In the future please call us and we can work with you. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/22/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had bought a jasper reman transmission a year ago, about a few months in I was noticing a whine/hum gradually getting worse over time only with the throttle. I ignored it presuming it was just a noisy pulley. Fast forward to about 3 months ago and I decided I better get more serious about this noise while a transmission is well under warranty. Triple checked the pulleys by removing the belt and spinning them by hand. All are great. I decided to replace the power steering pump just incase a bearing in it went bad. Still nothing changed. Took the belt off again and revved it some without the belt on. By doing so, that indicates it's a transmission issue. It'll whine in any gear, as long as it can be revved (Lovely...) took it back to the shop that put it in. They initially test drove it and called me back to say there's nothing wrong, it's normal, it's ford that's normal for them, blah blah blah, very biased remarks. Sounds very beat around the bush to me. It wasn't until I went out of my way to call jasper myself and open a claim (warranty claim #XXXXXX) did the shop become willing to help make it right. Without much thought in it, an inspector told the shop they'll just send a new unit out. Seemed surprising enough to both of us, but I was glad there was at least some open-mindedness at that point. Shop calls me while I'm out of town, tells me it's done, I gave them a card number and paid the amount agreed for the meantime; if japser finds nothing I don't get reimbursed. Which is fine, but if it's still not right, it's not right. Decided to call jasper and see what happens in the meantime. "Give us about 2-3 weeks to receive it and take it completely apart." Okay. Neither the shop nor jasper called to update me. I called jasper about a week ago, asked what's the conclusion. They dyno'd the transmission, took it completely apart and any components that can be. They couldn't replicate it and found nothing. I need this to be made right or refund me $4,300+

  

  Business response

  12/14/2021

  Business Response We have emailed the customer as requested and are waiting for his response. We have suggested that another shop look at the vehicle and will handle through our normal warranty process.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a turbo with a one year warranty from Jasper engines on 9-24-2020 with 24,986 miles and the turbo went out in 4 months with only 2000 miles on it. Jasper sent another turbo on 1-27-2021 and it has gone out again with only 29,000 miles on it and they will not stand behind the product. They know they have an issue with these turbo but still do not stand behind their product.

  

  Business response

  12/14/2021

  Business Response We need additional information to locate this in our system. Could you please provide the Jasper Warranty case number or the Jasper production number? Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with their response. They have my vin number provided with the documents sent in where the turbo was purchased. They already have looked this up over the phone using the vin number. They have all they need to look into the case. XXXXXXXXXXXXXXXXX here it is again if needed. Business Response Thank you for providing the VIN. As the customer stated this turbo is no longer under warranty. However, We have generously offered the customer a deep discount on a replacement Turbo. I have attached pictures from the analysis of the first turbo that failed. The variable geometry nozzle was seized due to corrosion. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They have offered a discount with no warranty because I am not paying full price. The least they can offer is a warranty. It has cost me time down with a work truck and expenses at the repair shop to change these out. In my business we stand behind our product all the way. Jasper does not. The second turbo went out 1.5 months after the 1 year warranty from the original and 9 months from the second. Business Response Correct, since we are offering such a deep discount there would be no warranty on the turbo. You would want to make sure that the issue that is causing rust build up on the VGT nozzle has been corrected to prevent future issues.

*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. ↩