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:06/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  April 19, 2025 ordered generac. It was not delivered in time frame that was promised. But we got it. Box was not damaged on outside. Once opened it had a huge dent. We contacted seller. No response and then contacted ****** for help. April 26 we told ****** it was dented and we sent pictures. ****** forwarded pictures to seller. He responded telling us to get a suction cup and remove dents ourselves. He had to know he sold a dented product because in other reviews customers said he sold them a dented generac. The other customer got the run around. We have been going back and forth as well. All the way through June 6. He did not offer to refund money and send new generac. He did not offer to pay shipping because ****** sent a request to pick up and send new generac. They asked for 500 refund. Nothing was done to provide us with fair service. He finally responded with 50 dollar credit on a 7228 system. But never gave any credit. We tried our best to resolve but he threatened us with seller harassment if we continued. We feel he advertises these generacs as new but they are scratch and dent. We explained if he bought a new car and it had a dent. He would not expect to be told to fix it. He knows how to work the system. He needs to be accountable for selling a damaged product. He is really good at not responding and acting later as though he never received pictures and he will say he offered several options to make us satisfied but it is an insult with the amount of money spent. ***** dollars is a lot of money to have no help in getting it in perfect condition. He is rude and does not care. He admits to receiving pictures then says he didnt get them to delay. Then he trys to blame shipper then accuses us of damaging product. Which story is it that he uses. Any that gets him out of making it good.

  Business Response

  Date: 07/01/2025

  The customer's last request was a $500 refund due to the dent on their unit. We've gone ahead and honored this and issued the $500 discount on their ****** account. We've asked them to let us know if there is anything else we can assist them with. 

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23499782
  
  I am rejecting this response because:  

  I checked Amazon account, credit card account   And there has been no refund  or settlement   Once again Jacks Small Engine is not telling the truth.  He says he refunded but nothing.  I believe he is selling scratch and dent products and forcing customers to keep the product.  He knows how to work ****** by getting claims against him closed over and over then threatening to file seller harassment on customer.  All we want is what we paid for to be  new and in good condition  I can provide proof my accounts have no refund but I do not want my account info on this site    But let me know if proof is needed   

  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 07/09/2025

  The $500 refund was added to the customer's account as promised on July 1st, 2025. Please see attached screenshot of their order information page. If their account is not reflecting this on their end, they would need to contact ****** customer ********************** regarding the matter. 

  Customer Answer

  Date: 07/10/2025

  Checked with ****** and they do not show refund.  I checked credit card and there is nothing.   A screenshot of their own invoice but no refund.  They need to credit my account. Amazon shows nothing except what they wrote and a screen shot of their own invoice showing they credited money.  BUTit actually reads for your  records only not to be displayed to the buyer.  Its just them writing in 500 refund but it does not transfer it to my account.  It is the responsibility of Jacks Small Engine to prove the money went into account. Not provide a piece of paper showing they refunded a dollar amount but typed on it that its not to be displayed to buyer.  ****** stated they have found no money and cant issue any refund.  Just because they show an invoice and say its refunded doesnt mean it happened.  This is what I mean when I say they give customers a real headache.   They are stating they are making effort but you can see how they threatened us in all the messages.  Very strange how they insulted us and then said money is there but its not.  Just note on your files this is happening to customers.  You have all the proof. Have them show money is in our account.  You have Amazon and a customer stating there is no refund.  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23499782
  
  I am rejecting this response because:Checked with Amazon and they do not show refund.  I checked credit card and there is nothing.   A screenshot of their own invoice but no refund.  They need to credit my account. Amazon shows nothing except what they wrote and a screen shot of their own invoice showing they credited money.  BUTit actually reads for your  records only not to be displayed to the buyer.  Its just them writing in 500 refund but it does not transfer it to my account.  It is the responsibility of Jacks Small Engine to prove the money went into account. Not provide a piece of paper showing they refunded a dollar amount but typed on it that its not to be displayed to buyer.  ****** stated they have found no money and cant issue any refund.  Just because they show an invoice and say its refunded doesnt mean it happened.  This is what I mean when I say they give customers a real headache.   They are stating they are making effort but you can see how they threatened us in all the messages.  Very strange how they insulted us and then said money is there but its not.  Just note on your files this is happening to customers.  You have all the proof. Have them show money is in our account.  You have Amazon and a customer stating there is no refund.  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:06/16/2024

  Type:Product 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 called to order a part for my gas/electric start lawnmower. Not finding the right one on my own, I got a rep who "helped" me, but his help turned out not to be helpful. I ordered what turned out to be the wrong part 5/16. When it came, I took it to my mechanic. It was easy to tell it wouldn't work. The man had told me the key I have would work. What he apparently didn't know was that this is just a cable without an ignition to put a key into. The part does say "Cable Mzr w/key start", so I can see why he was confused. I called and spoke to another rep, explaining the situation. She wanted the name of the first rep! I know many disreputable places one has to record names of reps for, but I'd never had trouble with Jack's before so hadn't recorded it, or hers. I hadn't caught on yet - Jack's is not the same. She said she's send me a return mailing label, so I waited. It's been almost a month. They sent a "How Did We Do?" survey that I filled out with an update - ng. Still nothing. I tried emailing 6/12/24, since they promise they'll get back to you within a day. Nothing. I am being ignored.

  Business Response

  Date: 06/28/2024

  This order was placed online on 5/16/2024 so unfortunately, we have no record if they spoke to someone prior to ordering. When they called on 5/30/2024, we did take their word for it and had ***** email them a shipping label on 5/31/2024. The label has never been used. That being said, we are no longer requesting the part back. The customer has been refunded in full. Attached is their credit invoice.

  Business Response

  Date: 07/01/2024

  Please be advised this part was on a national backorder.  Unfortunately we have no control over this.  We did check availability and expect to receive this part by this week.  We will advise once the part is received.  Thank you.  

  Customer Answer

  Date: 07/06/2024

  1. I have indeed been sending emails to you, updating you with everything I have found from Jack's Where did those emails go?

  2. I asked you not to close the case until they send the label for me to return the incorrect part they sent.

  3. As I emailed you, they did refund my money, finally. So what am I supposed to do with the part?

  4. There is a communication gap here somewhere. Did you check your emails? Spam?

  5. Thanks
  

   

   

• Initial Complaint

  Date:06/13/2024

  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.

  On 4/30/24 I registered and submitted a warranty claim with *********** the manufacturer of my battery-powered push lawn mower. The mower had stopped turning on. They referred me to ****** Small Engine in *************, **. The mower has been there almost 2 months. They ordered a part for it after having it for 3 weeks. The part is on backorder, with no defined date of delivery or resolution. They also are not offering a loaner so I can mow my lawn. I have had to pay to have my lawn cut since this one is in the shop. Someone should have to cover the cost of having my lawn mowed while the part is backordered and my lawn mower is out of service. I have called ****** Small engine every few days to inquire with no status change. I have also called ********** to inquire. They also have no indication as to when the part will be available. Completely unacceptable.

  Business Response

  Date: 07/08/2024

  Repairs have been completed as of 7/1.  Customer was contact to pickup unit.  

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service 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.

  On March 8, 2024 an order was placed for a replacement canopy top and mesh screens for a patio cabana 12X10 feet. I was provided a canopy with a hole in the top where a second piece (vent) was to have been provided, vent opening measuring 32" x 56". I specifically asked when ordering and was assured both pieces were included. The set of 4 screens has yet to arrive, although many attempts and phone calls have been placed. Only one screen at a time has been sent, each in a package marked "set of 4". The screens are not identical since the canopy is 12X10 not 12 square. I have been supplied with now two screens of the same design which will zip properly with my existing torn screens, but being provided 2 more of this style will not work as there is a definite right and left side facing panel. I was provided two left facing panels and now need two right facing panels. Since the panels of the set of 4 were separated, the company will have to measure the ones it has on hand in order to make sure it meets with the qualifications as outlined in detail in my attached email. That has appeared to be an insurmountable task, so I respectfully request a refund.

  Business Response

  Date: 06/11/2024

  Our apologies that we were not able to get you the proper product. The manufacturer keeps sending us an incomplete set and we are not confident that they will able to provide what was ordered. Per your request, we have refunded you in full. Attached is your credit invoice. Have a nice day.

  Customer Answer

  Date: 06/13/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:03/30/2024

  Type:Sales and Advertising 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.

  Purchase made and charged to our card, full price cleared our card, we received a shipping notice. We received a call indicating that the mower in stock was damaged and the same model is now available at a price $300 above the price already charged to our card with tax and delivery. I explained that the errors were on their end, they should make good on the agreed price. They refused and supposedly processed a refund, which will be received in 3-5 business days. This is a bait and switch, poor customer **********************, and results in a no interest loan to the merchant for a week.

  Business Response

  Date: 04/01/2024

  Unfortunately, the only unit remaining in our inventory was a damaged unit.  We did not realize it was damaged until we began prepping it for shipment to the customer.  The order was cancelled and refunded less than 24 hours after the order was placed.  If customer still wants the tractor we will honor the original price, however we have no more in stock and will likely be 4-6 weeks before we have more on hand.  Thank you. 

  Customer Answer

  Date: 04/04/2024

  The retailer shipped the unit, originally thought to be damaged but apparently not, it seems to be in good shape, and the original cost appears to have been re-billed. The experience was frustrating and not ideal, but we have the unit we want at the agreed price so they did ultimately make good on the agreement. 

  Customer Answer

  Date: 04/04/2024

   
  Better Business Bureau:
  
  The retailer shipped the unit, originally thought to be damaged but apparently not, it seems to be in good shape, and the original cost appears to have been re-billed. The experience was frustrating and not ideal, but we have the unit we want at the agreed price so they did ultimately make good on the agreement. 
  
  ****** *****