Jacks Small Engines & Generator Services LLC

Consistently negative experiences. Recently moved to the area with a Gravely mower. Jack's Small Engines in Jarrettsville, MD is the closest dealer but not worth the 30 minute drive each way. Needed blades so purchased from Jack's. Installed then noiticed two-2" wide strips that weren't being cut on each run. Turns out they had sold me blades for a slightly smaller Gravely Zero Turn. Failure by parts people. Next, mower needed repair after cutting ten percent of my 3 acres. Called around to see who could fix my mower quickly. Jack's said 2 days so even though further away then some other options, I went to Jack's. A week later I was still waiting because if you don't purchase your mower from them, you're a second class customer and go behind all the customers who purchased their equipment from them but they don't tell you that up front. Lastly, when I went to pick up my mower, I was informed I might not be responsible for the $338 bill as it might be covered under warranty but they would check and call me back however I needed to pay now. Yup - you guessed it...never heard from Jack's again.

Terrible Horrible company. Worse than partswarehouse avoid both companies at all costs. Especially customer service agent Jason L. Company shipped wrong part and refuses to pay RETURN shipping costs for exchange and or refund.

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I have historically used a large local service provider for this type of work.  They are reliable, but very expensive.  I decided to try another provider and found Jack's name on the internet.  I called the store to explain what I needed.  For the snow blower I was told they may be able to clean the carburetor, or, worst case scenario would be that I need a new carburetor.  I asked what it would cost if they needed to replace the carburetor and I was told it would cost roughly $60.  I asked what it would cost to have my riding mower serviced and was quoted $159.  I asked what that included, and was told it includes changing the spark plug, replacing the fuel and air filters, etc., etc.  I told them to pick up my equipment which they did on 5/20/14.  Jack's has a website you can use to monitor the progress of the work.  They called me a week later and told me the snow blower needed a new carb and it would cost $210.  I asked how it went from $60 to $210.  I was told that the $60 was only the cost of the new carb, and the labor is extra.  I was also told that they thought they could fix the carb and tried, but it didn't work - so that resulted in extra labor.  I also noticed on line that I was being charged $159 for the tune-up on the mower, plus there were separate charges for the spark plug, filters, etc.  I told the representative from Jack's I was quoted $159 for the tune-up, and he replied that the $159 is for the labor only - all parts are extra.  I told them I felt like the victim of a bait and switch - they lowered the snow blower bill by about $30.  The other repairs on the mower were originally estimated to be completed by 6/3/14.  On 6/3/14 I looked on line and saw that a part was back ordered, and the estimated completion date was moved to roughly 6/19/14.  On 6/19/14 the estimated date was moved to July 3rd.  I called to see what the problem was, and I was told that a bracket assembly was on back order from the factory through their supplier - and it would not be available for several weeks.  I asked if they had checked with any other suppliers and was told that they use one supplier for these parts.  I called the original provider I previously used, and they had the part in stock - retail cost - $74 (remember - I said they are expensive).  Jack's had the part listed for $114 on my repair estimate.  I purchased the part myself and drove it to Jack's so they could complete the repairs and save two weeks.  Jack's completed the repairs several days later and delivered the equipment to my home.  The company I used prior to Jack's is expensive - they are a large company (as is Jack's).  However, every quote I have ever received from them has been accurate.  My problem in this situation was that I feel I was not given complete information when I was quoted prices for the work.  I complained about this twice, and was given a nominal price reduction (but still, roughly $130 more than I was quoted).  Also, rather than make a simple call to another supplier to find the needed part, they were willing to let the mower sit for an additional two weeks.  Finally, based on the one part I mentioned above, I feel the price they were going to charge me was excessive.

Beware of this company. I will never use them again and I will do my best to be sure that no one else uses them unless they don't care about time.
They have had my snowblower for 4.5 weeks for a regular annual maintenance. When I called to schedule the pickup they told me it could take 'as long as 3 weeks before I would have it back'. The snowblower is a highly rated brand that they sell and service. They now say they will have it for another week because even though it is finished they can't deliver it until next week sometime. I live literally 2 miles down the road and would pick it up myself if I had a vehicle that would hold it. They agree that parts availability was never an issue. So we will be looking at 5.5 weeks for snowblower annual maintenance compared to an estimte of 'up to 3 weeks'. Snow is expected tomorrow. I asked to speak to the owner and I am not permitted to do that.

Update as of 1/7/2013. I finally got the snowblower back a few days ago. They had it 44 days including the pickup day and the delivery day, so 6 weeks in their shop for a minor tune up. The only thing I can say for them is they did waive the pickup fee. Thinking back on this experience I have not changed my mind about them and suggest you use just about anybody but them.

!!!!t

They fix things that people want fixed. The overall experience was excellent. I would use this service again.