Complaints

This profile includes complaints for Jasper Engines & Transmissions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jasper Engines & Transmissions

  815 Wernsing Rd. Jasper, IN 47546

  
• 

  Jasper Engines & Transmissions

  153 Northboro Rd # 17 Southborough, MA 01772-1034

• 

  Jasper Engines & Transmissions

  6905 E 32nd St Indianapolis, IN 46226-6158

• 

  Jasper Engines & Transmissions

  1854 Mount Zion Rd Morrow, GA 30260-3016

• 

  Jasper Engines & Transmissions

  3800 5th Ave W Ste 1 Hibbing, MN 55746-3752

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  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,
  
  
  
  *** *******

  pgraded 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

  Date: 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.    

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  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,
  
  
  
  **** *******ic $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

  Date: 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.

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:08/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  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

  Date: 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. 

  

  Business Response

  Date: 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

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  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,
  
  
  
  ***** *******anty 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

  Date: 08/22/2023

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

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a rebuilt motor for my 2003 f150 in 3/23 after about one month the motor started sounding like a diesel engine....its gas. I have been back to my mechanic 3 times we have called jasper about the valves being bad on the motor they listened to the engine on a zoom call my mechanic told them the valves on cylinder 1 and two are slapping and need to be replaced
  We got a case number #****** but as of today I was told by phone that they have not started a replacement motor because " it could be bad gas or a bad exhaust"
  This is such a horrible company to take $4000 for a junkyard motor

  

  Business Response

  Date: 08/17/2023

  This is being handled via warranty case ******. We have requested oil pressure reading and a cut out test to confirm the noise. These are standard test and take a very limited amount of time. A warranty tech will attempt to follow up with the shop today 8/17.  

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Jasper engine installed 7/13/22 that included a 3 yr 100k warranty. Including hoses and and install kit. On 9/6/22the engine overheated and needed a thermostat replacement which they did cover. 6 month later on March 21 it started overheating again so I had the vehicle towed. It turned out the head gasket blew. Jasper sent me a bill on 7/31/23 charging me $6,615 for a new engine. The original price of the motor less than a year to it blowing they charged $5,054. I reached out to them I believe 6-7 times before they sent out a new motor back on 6/30/23 3 month after I originally called to let them know the motor head gasket had blown. After speaking with 2 different mechanics who both told me it had to be due to the faulty motor Jasper is now refusing to honor the warranty. After looking at several complaints online via BBB, google and Instagram it does not seem that I am alone in this. It seems to be common practice that within months of delivery of their product the engines seems to fail in one manner or the other. It also seems common practice for this company to then not honor their warranty. Nobody ever spoke to me about the process of how I would like to proceed rather told me that they would replace the motor and if they found no fault on their end that I would then just be responsible for the labor. Now they have taken the original motor with the blown head gasket and sent me a motor and charged me $6,615. Again not asking me if this is a fee I would be willing to accept. I do not trust that their products will hold and I would like to move forward with litigation

  

  Business Response

  Date: 08/10/2023

  Good morning, what you are referring to is a statement. You should have also received a warranty invoice previously. I case you did not receive it I have attached it. This explain that it is not a bill, it is a warranty invoice and credit will be issued upon return of the warrantable parts/unit. The reason you received a statement is simply because the invoice has remained open over a billing cycle. Once the engine is returned this will be credited in full. You do not owe Jasper anything other than the old engine. 

  
  Since we have not received the engine back, no determination has been made regarding cause of failure. The fact that the install kit was purchased with the engine will make approval of the claim easier. Head gasket failure is often caused by overheating, and since it did overheat due to a defective thermostat that would be warrantable. Since the shop that is working on the vehicle is choosing to charge you for the labor, the warranty labor reimbursement is set to be mailed to you upon approval.

  We attempted to pick up the engine on 8/3 but we were notified that it was not ready yet. When the engine is ready have the shop call so we can arrange pick up. 

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  //I am rejecting this response because:When I contacted your company and spoke with "****" on 07/26/2023; I was told that Jasper would not honor the warranty and that the issue was with the throttle valve.This is the third transmission that was installed in my "custom" jeep. The total amount of miles on this vehicle is 6,061 miles.  I verified with **** that Jasper was not going to honor their warranty and ended the conversation.  On 07/27/2023, I again contacted **** and requested something in writing that Jasper would not honor their warranty and he referred me to their website and their warranty section.  I then tried to verify with **** as to the fact the Throttle valve was responsible for the failure of the transmission and he replied that he could not say for sure that it was the cause of the failure of the transmission and that it was speculation on his part based on the failures of the previous two transmissions. I then told **** that I was going to have the transmission looked at to see what the cause of the failure and would be in touch with him. Now I have received their response, it seems that Jasper is attempting to shift the blame to a throttle valve which apparently was not properly adjusted by the authorized Jasper dealer. I would like to know from Jasper whether the transmission failed or the throttle valve was not properly adjusted by the Jasper authorized installer and come to an agreeable remedy.
  
  
  /Sincerely,
  
  *** ********a "throttle body" issue. This transmission should not have failed at such a low amount of miles. When I asked Eric if you would put it in writing denying my warranty he refused and referred me to the warranty section of their website.

  

  Business Response

  Date: 08/01/2023

  This matter has been assigned to Jasper warranty case ******. The original invoice date was 8/16/2019. As stated in the Jasper Limited Nationwide Warranty the warranty expires three years from the invoice date or 100,000 miles from installation, whichever occurs first. It is also worth noting that this is a 4L60 transmission, sometimes referred to as a 700R4 and is installed in a custom Jeep. It does have a cable-controlled throttle valve. The carb or throttle body must have the correct cam and the cable must be adjusted correctly to ensure proper function of the trans and prevent premature failure of the transmission. 

  

  Business Response

  Date: 08/02/2023

  We have honored our warranty. As you stated you have recieved warranty replacements previously. It is no longer under warranty, thus there is no warranty to honor. Sorry, but there is nothing more to offer on this. 

  Customer Answer

  Date: 08/16/2023

  I am sorry, my complaint has not been resolved although Jasper had indicated there is nothing they can do to resolve this issue. I am not satisfied with their decision and they have not informed  me as to what the cause of the transmission failure was. They inferred that the reason the transmission failed was because of an improperly adjusted throttle valve cable but when I asked them if that is what caused the failure; they did not directly answer that question.  I would like to know what caused the failure but they seem reluctant to say it was caused by the installer as they are a distributor of Jasper products.  

  

  Business Response

  Date: 08/17/2023

  As we don't have the transmission that is currently in the vehicle, we cannot say what is wrong with it. The previous transmission returned in May and August of 2021 had burnt 2-4 bands. No other issues found. This is indicative of throttle valve cable misadjusted. I am attaching a PDF that explains proper measurement and adjustment.