When we moved to Jarrettsville I wanted to use a l...

When we moved to Jarrettsville I wanted to use a local company versus a big box store to get my yard equipment and know I was giving back to a small business in the community thinking their customer service would be top notch in order to compete with the big guys. Boy was I wrong. Earlier this year (2020), I bought a tractor, snow blower and pressure washer from them.
Tractor Issue: After mowing my property, I noticed the 12V accessory adapter wasn't working and my rep (Amber) said they would look at it because I had just purchased the unit. What she didn't tell me until after the fact was there is a $60 pickup/delivery fee, this was never mentioned until I needed to get my unit back and they never found out what was wrong with it, so it wasn't fixed.
Pressure Washer Issue: Once it got warm out to use the pressure washer we set it up and used it to treat an old playset for our son (using non-ethanol fuel). After that first use we noticed it was leaking fuel out of the carburetor. I took it back to Jack's to have them look at it and my sales rep - Amber - mentioned since I had spent close to $6,000 on all the equipment, I wouldn't have to pay the $45 service fee to get it looked at. Well, I should have learned from the first time. When I went to pick it up after the diagnostic they told me I owed the $45 or I couldn't pick up my unit. When they went in the back to talk to Amber about how she said she would waive the fee, she told them (from the back, never came out front to talk to me) that she never said that and I would have to pay or I wouldn't get my unit back. As for the "diagnostic" - The service department did a quick diagnostic and said I would need to have a brand new carburetor put on the unit ($180) and that would fix the issue, also since the issue was fuel related it couldn't be covered under the manufacturer's warranty. I decided to not have them fix it and get a second opinion and I'm glad I did. I went to another Generac service dealer in the area - Walter G. Coale and they took the time to assess the issue and found out that a float in the Carb wasn't leveling correctly and thus allowing the Carb to flood causing the leak! They called Generac and the cost of the new Carb and the service WAS covered under warranty.

It's my experience with Jack's Small Engines that they are not a great company to do business with if you are looking for that small local business who provides great customer service and takes the time to assess problems from a service department level. From what I can gather, they make the majority of their profits from online sales and just so happen to have a store front in Jarrettsville. Also make sure you compare prices before buying from them, I had to let them know of the current manufacturer sale prices on products I purchased from them to get their price down, beyond that everything was full MSRP. My advice to Jack's: If you're going to charge me full price on everything then provide some reliable customer service on the back end and stand by your word.