We brought our pressure washer to Jacks Small Engi...

We brought our pressure washer to Jacks Small Engines in the middle of June for a repair. There were some hurdles with getting everything started (timing for them to take a look at it and timing on our end for the warranty). Craftsman sent over the pump for them to make the repair and addressed it ATTN: Ron per JSE's request. We reached out to see what the status was and they claimed they did not have the part. They said they receive thousands of deliveries so it could be anywhere if they did in fact have it. They requested the tracking number which we obtained & provided (received in by an employee Cosner). It took them 11 days to find the part that was somewhere within their facilities. We had spoken to Ron & Justin to confirm the tracking information and we were told they would continue to look for it and get back to us.

After a few days I called again and they finally found it. I was told they would be working on it that day (7/21) and the woman I spoke with would have Ron call me back about the delays and lack of any kind of follow up on their part. By the end of the day I hadn't heard anything so I called back. I spoke with the same woman and she was incredibly apologetic and told me Ron did not want to speak with me. She said she had no words for this and he was refusing to pick up the phone. I was shocked. We are new to the area and will need plenty of lawn equipment in our lifetime but I am shocked that supporting local has led to this level of customer service. I had mentioned that the manufacturer told me she was in awe what they were charging me to complete this simple task, I did not go in demanding a discount but to speak on my experience with their lack of follow up and how they lost my part for 11 days and I had to continuously check in. I still have not received my pressure washer back nor have I received any kind of call from their GM, Ron. I will make sure to never support them again.

Support this business at your own risk. I have listened to their waiting message for hours now which emphasizes that After the Sale It's the Service that Counts..let me warn you now of said service.