Complaints

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:02/07/2025

  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.

  04/03/24 authorized engine replacement for $6,735.92. I picked the vehicle up on 4/13. I Was told I had a 2 year warranty with them for the engine and if it died within 2 years theyd replace it by the service writer. The engine was used and had ****** miles on it when installed. When the car was released it was making a whining sound. I called Jasons and told them it was making a strange sound and They said it was the new engine settling in and to give it a few months and the noise would go away. On 4/26 I brought the car in because the check engine light came on and told them it was making a strange noise. I had been on vacation and it was the first time driving it since I had been back. They had to replace 4 sensors on the engine and again said the sound was the engine settling in. On 6/26/24 i called to let them know the engine was still making the noise. They couldnt get it in until 7/12 and had the car for over 2 weeks. First they said it was bearings in the engine, then the water pump and replaced it but that did not fix the issue. They then said that it was cam shaft pulley and that they knew it was an issue and it was supposed to be fixed before giving me the car after the engine install but they didnt replace it and released it anyway. So they replaced the pulley and gave it back to me late July/early August. On or around 9/20/24 I had to have it towed to Jasons because the mass airflow sensor cap came off and had to be cleaned. On 12/19/24 my car stopped running while driving and I had it towed to Jasons where they told me that the engine had no compression in one of the cylinders and had to be replaced. When I told them it was covered under the warranty they told me when I purchased it they said that their warranty didnt cover it and that I had a ***** mile warranty with a supplier I had no interaction with and knew nothing about. I was told when I authorized the work by the service writer it was covered for 2 years and if it died itd be replaced.

  Customer Answer

  Date: 02/17/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/17/2025

  Dear ******* *******,

  Thank you for bringing your concerns to our attention. We understand that this has been a frustrating situation, and we appreciate the opportunity to clarify and address your concerns.
  After reviewing your service history and our records, we would like to provide some clarification:

  
  1. Warranty Coverage The replacement engine installed on April 3, 2024, came with a 6-month part warranty as per our suppliers terms. Our supplier does not offer a 2-year warranty, and we regret any misunderstanding that may have occurred regarding the coverage. Unfortunately, our previous service writer, who is no longer with us, provided incorrect information about the warranty length, and we sincerely apologize for any confusion this caused.

  
  2. Maintenance History & Oil Changes Proper maintenance is essential to ensure engine longevity, especially regular oil changes. Your service history indicates that after the engine replacement at ******* miles, the next recorded oil change was at ******* mileswhich is nearly ***** miles later. The following oil change was at ******* miles, extending the interval even further. Oil changes should be performed every ***** miles per manufacturer recommendations, and failure to do so can contribute to engine failure. Unfortunately, extended gaps between oil changes were a contributing factor in both the original and replacement engine issues.

  
  3. Efforts to Assist You Although the 6-month part warranty had expired and maintenance history played a role in the failure, we still offered to install a new engine at no labor cost if you purchased the replacement engine. This was an attempt to assist you during this difficult time despite the warranty expiration and maintenance concerns.

  
  We strive to provide the best service possible, and while we regret the miscommunication regarding the warranty, we must also emphasize the importance of routine maintenance. If you would like to discuss this matter further, we are happy to speak with you directly.

  
  Please feel free to reach out to us at your convenience.

  Jason 

  Jasons Auto Service 

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

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  When I approved the engine replacement the service writer said I had a 2 year warranty with you and mentioned nothing about a warranty through anyone else and that you warranty your parts and work as you advertise. As the front facing representative of your company she assured me that if there were any issues with the engine it would be replaced for 2 years. Whether she works still or not is irrelevant as she sold me the service as a representative of you to have a 2 year warranty with Jasons not a supplier.

  the original engine needed to be replaced because the timing belt snapped on it which I have since learned is a fairly common issue with this vehicle. This had nothing to do with oil changes as you claim.

  the Engine had several issues from the moment you released it to me its not as if the engine was running well from the start and I brought it in and made you aware several times with repairs being required. 
  

  the owners manual for the equinox suggests oil changes every ***** miles and with synthetic oil which it used. Synthetic oil changes can go between ***** and ****** miles.
  

  You also did not look into the cause of the engines failure past the fact that there was no compression in one cylinder. I only drove the car for 8 months after the new engine was installed with several issues in that time period which was well within the warranty period I was told when I approved the job.

   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******