Homedepot extended warranty uses this business. Customer service told me I had an appointment set, took the day off - no show. I left him a message, he called back and stated he wasn't told about the appointment. Believable - he scheduled me for today. I called him at 8am, 11am - left messages. He finally calls me back at 4:30 wanting to know if I was aware of our appointment TOMORROW. I looked him up and now I am SO grateful he's so unprofessional. Based on the reviews, I want nothing to do with this guy! Called Sun City appointment set for Thursday a 1 hour window AND warranty is covering cost. Blessing in the end. Avoid this guy! read more

Service appointment booked Monday, April 29 for Wednesday, May 1 at "lunch time ". Phoned Wednesday at 11, are we still confirmed? Yes, should be there b 12:30. 12:40, called again-- on my way, 2 oth appointments ahead of you, you know I like to take good care of my customers. Maybe 2. It's now 2:45. On Wednesday, and after 2 phone calls, they don't even answer. DO NOT use this service!!!! I have many expletives I could use but you are not worth it. Reporting you to the BBB. read more

The service man did not call when he was at my door and that has never returned. My call to schedule a re appointment.

Lowe's extended Warranty uses this provider, I guess they don't have another one. Horrible service, over 2 months, still can't get my washer repaired. Bad communication, no answer, doesn't keep up with his word nor his scheduled appointments. Lowe's knows he has one start reviews all over and still doesn't do much about it. Please stay away from this guy. It's really frustrating. read more

We had an overall bad experience using Big Jacks for a LG dryer issue. First time he showed up over an hour in advance with no call. Second time he did the exact same thing. I asked why and the tech stated he just overlooked my text message explaining when to come. After he "fixed" the issue, we still were experiencing the same issues with our dryer. I informed the technician and he said he would order a part. 3 weeks passsed and no word. I called him to follow up and he did not answer. Come to find out he closed our ticket with Lowes and stated the work was completed. Very shady. We used chucks instead. Way better experience! read more

I had an appointment scheduled since June . They no show 3 times . When he did show up was for a time not scheduled asked for me to send him model serial number and that he would order parts . Never called me Back to confirm his voice mail states is in an area that can not get phone reception leave a message and he will call you back. I had been dealing with Lowes warranty asked for a different appliance person. They sent me to Chucks Appliance 08/1922 and they came out 08/22/2022 he diagnosed it and order parts . Great customer service call them 575-437-2257 . read more

Messed up my families dryer worse than it was, broke after two days and damaged the corner of it. No receipt for 300 bucks. Can it be worse? read more

We have had this company service twice. Once to fix and another time to fix again. We are having the same problem as originally! You are warned! Do not use them!!!! read more

No show , and never answer their phone. They should at least give you the courtesy of a phone call and tell you not to wait for them.

Our Home Warranty send us Big Jacks for a dishwasher /disposal connection issue. He refused to fix it stating he only repairs dishwashers. Not only that he arrived with no phone call as promised. Needless to say, our first experience with them was not a good experience. I notice that the company does not respond to any of the bad reviews on here. Hmmm That's telling. read more

This guy was paid by LG to come and repair our oven. He never called, never showed up - his phone never picks up and his voicemail is always full. Today LG asked how my repair had gone...evidently, he told LG that he did the work and pocketed the money. HAVE NOTHING TO DO WITH THIS THIEF. read more

They were scheduled to repair our GE range. We missed a call from them when on the day of the appointment and called back immediately. They never answered, and never showed up. Using same tired COVID-19 excuse as everyone else. Probably better off Google searching the problem than depending on this outfit. read more

I would give no stars but can't. BE WARNED DO NOT USE BIG JACK'S! List below: -Unprofessional -No communication (DOES NOT RESPOND TO TEXT/VM'S) as requested by Big Jacks -Didn't show to initial appointment. Received no communication regarding cancellation -Showed up unexpected to troubleshoot dishwasher. Bad mouthed first tech that came out, calling him a "Rookie". -Troubleshot issue saying dishwasher needed replacement. Almost 2 months have passed with no response to NUMEROUS TEXT asking for an update! -Warranty company finally was able to speak to someone from Big Jacks only to find out Big Jacks told the customer representative to close the work order! Save yourself time and FRUSTRATION and "DO NOT USE BIG JACK'S"! read more

Total rip off---Do not use this company. Through a repair service, 'Big Jack' was contracted to repair a kitchen appliance. The repair man replaced a part, but didn't trouble shoot to see if it was fixed.....IT WASN'T!!! Trying to get him to repair it properly is has been going on since early Feb. It's now the middle of Apr. Stay far away from this repair company!!! read more

Horrible, don't waste your time. First changed my original appointment, than never showed up at all. Never called, wouldn't answer my phone calls. Worst experience ever read more

AVOID AT ALL COST Find anyone else never returns calls or texts Read all the bad reviews I should have looked before I hired don't make the same mistake I did AVOID them! read more

No accountability from this company, to get paid you have to act do the job. originally they were "sending" a technician to come assess the issue, after staying home all day to accommodate their window they call instead of showing up in person, they diagnosed without seeing it ordered a part and actually show up 3 weeks later to install something that wasn't the actual problem. We have an LG 2 years old. Lowe's only has this company to make repairs. We have been without a dryer since October it is now the end of Feb. On the rare occasion the phone gets answered at this company there is excuse after excuse. Lowe's was able to get the part to us in 2 days after the run around from the above company and they still will not come and install. read more

If I could give zero stars, I would. I had a problem with a refrigerator that was purchased very recently, and the big box store sent Julio Escobar from Big Jack's. Unfortunately for me, the problem was intermittent, and said appliance was actually working when Mr. Escobar arrived. This is where my first problem comes in, actually. I was advised that I would get a call 30 min in advance of when the repair person would arrive. I work from home and have meetings throughout the day, I would have appreciated that 30 minute warning call that I was promised when the repair was scheduled so I could have rescheduled a meeting to be available to talk to the repair person when he came; however, that call never came, and Mr. Escobar just showed up at my door while I was hosting a meeting over the phone. He was friendly, but he made it clear that he didn't believe I had the problem I reported. He took about 5 minutes, told me it was working fine (again, I had reported intermittent malfunctioning). He provided his business card and told me to call him if the problem started again. About an hour later, the refrigerator stopped working (again.) I called Mr. Escobar and explained what was happening. This is where appalling disrespect came into play. I said, "the refrigerator is not working again." And he said "you know, it takes awhile for it to cool back down after I had it open for all that time while I was there." *as if I don't know the difference between a working and malfunctioning appliance* I asked him if he was able to come back to look at it while it's not working. And he said "no, I'm going to order a part, which will take 7-10 days to come in." I asked "if you haven't seen it while it's malfunctioning, and you just left telling me that there was absolutely nothing wrong with it, how do you know what part to order? I just don't want to go without a refrigerator for that long only to find out I have to wait another 7-10 days for the correct part." I was writing everything down by this time, so I can relay verbatim what he said to me, " just like you know how to talk on the phone all day, I know refrigerators. I know it's the right part." I said something about how 7-10 additional days is way too long to go without a working refrigerator, and he said "that's how long it takes. I don't control the mail MA'AM." *right. I didn't think he did. However, there is this thing called overnight delivery. It gets things delivered...overnight.* I said, "I'd feel better if you verified the problem before ordering the part, especially if the shipping is going to take that appallingly long." And Julio Escobar said to me, "I know YOU like to chat on the phone all day, but I don't. I'm not going to go back and forth with you about this." The major problems are these: 1. The 30 minute advanced warning call I was supposed to receive was never placed. For this reason I had a business meeting I didn't know I needed to reschedule. I explained this to him when he arrived. 2. Clearly, he felt I was incapable of determining the difference between a functioning and a not-functioning refrigerator 3. When I asked him to reschedule a time to come look at the refrigerator while it was malfunctioning, he became extremely confrontational, making several references to my fictional love of chatting on the phone all day. Never mind that the only reason I was in that meeting was his failure to call me (as I was promised he would), AND I told him I could not get off the call because I was WORKING. 4. I do NOT believe Julio Escobar would have been so condescending or confrontational towards my husband. I highly doubt he would have questioned my husband's ability to tell the difference between a working refrigerator and a refrigerator that isn't working. And if my husband were the one working at home and in a meeting, I can only guess he wouldn't be trying to insult and degrade my husband's career by calling it "liking to be on the phone all day." No matter my gender, I deserve to be treated with respect, not insulted and degraded. PS, the much nicer, more respectful repairman from All Purpose Appliance Repair that came out after Mr. Escobar listened to what I had to say, was able to identify the problem, and ordered the CORRECT part, which was not the part Mr. Escobar was randomly going to order. And it will be here in 1-2 business days versus the 7-10 Big Jack's quoted me. read more

No one answered the phone or returned our call @ 10am on a weekday. We called Three Crosses Appliances Company instead (575-805-0159) & had the washer fixed by early afternoon. Note: The business called us a week later to defensively explain that they were having "phone troubles." They were also confused why we no longer needed their service. I've added this information here in case it provides others the good laugh it provided me :-) read more

Absolutely the WORST customer service. Don't know how he stays in business. GE needs to switch service companies to service their appliances. Zero stars would be more appropriate. read more

I had a great experience with Big Jack's Appliance Repair. Excellent Customer Service,open-honest repair, and reasonable pricing. I recommend this business. Julio was very helpful and professional. I had this business repair a different appliance a few years ago and had a pleasant experience back then, that is why I called them back for this repair. Thank you Big Jack's! Sincerely, Cari read more

I have nothing but good to say about this company. They have always been there when they said and fixed my refrigerator. I have a warranty that uses Big Jack's Appliance and I feel very lucky. They are courteous and respectful. They clean up after themselves. I will use no other for my repairs. Barbara Copenhaver read more

The worst service I've ever received. These guys were supposed to do a third party repair for Best Buy, which they not only didn't perform (here for 10 minutes and on the phone most of that time) but they also didn't put in the proper report with Best Buy so I could get a replacement refrigerator. They also did not return any calls made by me, the Best Buy store manager or the insurance claims people. Because of their utter incompetence, I am going on 2 weeks without an operational refrigerator. They are not only incompetent but fraudulent. I hope legal action is taken again them so they no longer make customers suffer they way have me and mine. They deserve nothing better than to go out of business. read more

AVOID Julio Escobar and Big Jack's AT ALL COST! If I could give them a zero rating I would. JE sounds Nice on the phone but he does not care about you. I had what seems to have turned out to be a simple repair of my refrigerator pig tail (electric cord). Competence does not seem to be the issue...at least in my case. Here is my story. Just before Memorial Day weekend our daughter's refrigerator stopped working. Thank goodness we purchased the warranty from BestBuy. Geek Squad assigned Big Jack's to our job. After minor contact information problem on my part ... I apparently did not give the claims department my cell phone. J.E. from Big Jack's called our home phone and left a message that he was on the way to the house to check the fridge. He arrived ahead of me and seemed to have a sour attitude after I said he should have called my cell number. Anyway, he identified the problem and ordered the part. It would not be here until the Monday after the Memorial Holiday. I reminded him to please call my cell phone then I called on that Monday to check on the part and he did not answer his phone. Geek Squad keep calling as well. J.E. did not answer his phone. On Wednesday we kept trying to reach Big Jack's and now the answering machine said they would not be in the office the rest of the week. It is now two weeks without the repair. I bought a small fridge to tide the girls over until the repair was done. I called the Monday after and he sounded very nice and said the part was in and he would come to make the repair the next day...Tuesday. I reminded him again to call my cell phone and let me know when he was on his way to make the repair. Tuesday came and I did not here from him. When I called him he said he left a message at my home phone and that he left the part at the front door of the house. The warranty would be voided if I made the simple repair myself. When I listened to the recording he said he knows he was supposed to call my cell number but he had problems with his contacts on his cell phone and did not know my number. Guess he does not know how to track recent calls on his phone. The message said he would be at the house in ten minutes. Needless to say I did not know he called and when I said he needs to come back and make the repair because it w as his fault for not calling the correct number he said he would not help me until the next week because he was busy. I got angry and said he needs to make it right and fix the refrigerator because of his mistake. I hung up on J.E. when he would not admit his mistake (I never used profanity or verbal abuse). I tried to call him back immediately but he never returned any future calls from my cell or home phone number. He would not return Geek Squad follow-up calls either. The next day I called J.E. from Big Jack's from my office number. He answered immediately...imagine that! He went on the say, "They do not pay him enough to deal with angry customers." THAT IS WHAT HE ACTUALLY SAID! I told him he should deal with customers like he is in the customer service business and not the appliance repair business. When I said I cannot make the repair myself he said he would meet me next week Tuesday morning and he would call my cell phone when he was on his way. The weeks are multiplying at this point! Guess what...he did not call me at any number and did not go to the house on his own that Tuesday! At this point I began to pursue legal action against the warranty company and began writing my letter of complaint for the legal department for the Warranty company. This situation was incomprehensible to me. I called and left yet another message that evening expecting no results. The next morning I was working on my letter of complaint and at 8:16 a.m. He had not yet called. By 8:40 a.m. he called me. At 9:10 he was at the house making the repair. He completed the repair at 9:13. IT TOOK J.E. THREE MINUTES TO MAKE THE REPAIR! Not once did he apologize. He did not speak to me until I asked him a question. While he was making the repair he had two phone calls from customers and set appointments. He did not write down what he told the other people on the phone. Do NOT use Big Jack's for anything. If a company tells you they will use them for a warranted repair job PLEASE demand another repair service. NOBODY should experience what our daughter's friends and we went through. read more

I do not recommend this business. Julio Escobar just showed up at the door without making an appointment. He never called or made any contact only left a business card. Very poor customer service. They will never get our business . read more

Worst customer service, rude employees, and no respect for scheduled times. Throws retailers under the bus when they're the ones sending the business. Horrible experience. read more

My Bosch dishwasher quit last week and I called Julio at Big Jack's Appliance Co. He was here within the quoted time on Friday and returned today (Monday) with the part and repaired the dishwasher. His responses to the phone were prompt as well as his service. Thanks Julio! read more

My mother-in-law's washing machine wouldn't drain. She called Big Jacks. I told the repairman the problem was with the lid interlock. You know, it won't spin with the lid open. Except hers wouldn't spin even with the lid down. The repairman said he had to order a part, and wanted paid right then. MIL foolishly paid him. He said when the part came in, he would install it. After two weeks with no contact (he wouldn't even return phone calls), MIL called me. I ordered the part online, got it sent overnight, and spent about 10 minutes installing it. Now, washer is fine and MIL is out over $100. BEWARE! They will rip you off! Seeing the other review makes me think that is the way they conduct business. Dishonesty. read more

There's a reason why this company has so many negative reviews. Big Jack's Appliance in Las Cruces doesn't care about their customers. I had a scheduled appointment that was made by Lowe's to service my LG refrigerator. I attempted to call Jack's prior to my appointment, left them two voicemails and they never got back to me. On the day of the scheduled appointment I still hadn't heard from them so I decided once again to give them a call and surprisingly they answered the phone. I asked what time they would be arriving and they responded, we do have your appointment in our system but will not be going to El Paso today. I responded by saying that it was an emergency and we had been without a refrigerator/freezer for 3 days. They were unapologetic and replied by saying there was nothing they could do. This so-called company has no concept of customer service, just look at all the negative feedback. If you purchased an extended service contract through a big box retailer and they farm it out to Big Jack's tell them you want someone else. Trust me, save yourself the headache. Stay away from this mess of a company, far, far, away. read more

I also DO NOT recommend Julio with Big Jack's. He came to my home to fix our microwave. He did not even remove it from it's built in position in the cabinet and said it would just be cheaper to buy a new one. He quickly charged me for the service call and left. Unfortunately, because of the unique size of the microwave, replacing it required cabinet work, and a new trim kit. Luckily the manufacturer was very helpful and ended up sending me parts to get it fixed by a repair man (Three Crosses Appliance Repair) who actually bothered to take the microwave apart and find out what was wrong. I requested a refund from Julio but he never responded. Call Three Crosses instead! read more

I had a problem with the ice maker in my refrigerator. Big Jack Appliance Repair here in Las Cruces was quick to respond, Julio arrived at the time scheduled, confirmed that the problem that I pointed out to him was the cause and suggested I could make the repair myself. I appreciated that, but asked him to order the part and finish the repair. While the part was on order, Julio called me during the interim to let me know the part was on its way and came back when it arrived to complete the repair. I would definitely recommend Big Jack Appliance Repair to a friend. read more

If we could give negative stars we would. The experience was from the start a dismal one. I took off from work with the assurance that they would be there the next day within a specific time window and when that was nearing its end, I called to find out that they would not show up. This was going on for weeks until we finally got competent help from Builder's Source in El Paso. It took us many phone calls to switch since Big Jacks was listed as the warranty repair service. I can only advise to try to negotiate with your manufacturer to not even get started with this company if you ever have a case of product warranty. read more

It's almost unbelievable that this business was selected by Whirlpool to deliver repairs that are under warranty. But, after reading the other reviews, I suppose I shouldn't have expected anything more. Our dishwasher stopped draining and Whirlpool had the technician sent out. He looked at it for less than 10 seconds saying they needed to order a part. Okay, no big deal, must have been an obvious part to order. They said that they would order the part and once it was delivered they would call to set up the repair appointment. 2 weeks goes by. Finally we get a call back and we schedule the appointment, but the only appointment available is a week and a half out. It was over the holidays, so I was patient with it. On the morning of the repair, both my wife and I were home expecting the technician before noon. Noon came and went, and they then called my cell phone saying they had stopped by and rang the doorbell but that no one was home. To which I replied, we were both home all morning, and even if you had come to the door we would have known. How? We have security cameras that record 24/7. Guess what? No one came by. To this he replied, obviously flustered, oh well we must have gotten the wrong house (but they had been to the house for the initial appointment, odd right?). He then said...2044? for the street number (not the actual number used, I don't want to put my home address on Yelp). The correct number is 2046. But the problem here is, THERE WAS NO SUCH NUMBER FOR THE STREET ADDRESS THAT HE HAD WRITTEN DOWN. He was probably trying to be clever to make up a believable excuse as to why they didn't come, but the poor guy made up an address that didn't exist. Food for thought: this therefore means that he blatantly lied about coming. It's one thing to forget about an appointment and come clean about it. But to blatantly lie? He then said (I didn't call him out on the lie), that he would stop by at the end of the day to fix the dishwasher. I figured if he showed up then at least the whole thing would be over with. But...he didn't show up. And we were never contacted again about setting up a repair date. We have since filed formal complaints with Whirlpool as well as with the Better Business Bureau (they already have an F rating there, but I figured it was worth it). After hiring a new company to do the repair through Whirlpool, this company said they get complaints all the time from Big Jacks. What they told me was very interesting. They said that with many warranty claims, if they take the job and do the initial appointment, but never follow through with the repair, and then the customer does not file a complaint with the appliance company, THEY PAY THEM FOR THE JOB. All of a sudden it makes sense as to why everyone tends to have the same horrible experience with this company that lacks even the most basic form of any sort of integrity. read more

3/12/2019, I called Big Jack's 2/28, after being referred to them by Lowe's, to look at my refrigerator. He showed up on time, looked at it, said he had to order a part, which would be here Mon. 3/4. It was & he was here to install it on time, said by that evening it should be working fine. It wasn't, called the next morning, he said he was on his way to Alb. & wouldn't be able to get back to until Fri. the 8th. He showed up Fri. before 9 am, didn't call & just left a card in the screen door. Called just after 09 & he said he would have to check his schedule to see if he could come back the same day. About an hour later I started calling him, he wouldn't answer, so I left a message, & called about every 1/2 hour afterwards, still no answer. Finally left a message that I had some things to do, but didn't want to miss him. Still no return call. Mon. 3/11 I called again, he actually answered & said he would be here between 8 & 12 today. Am not a morning person, but set my alarm & was up at 8. It is now 5pm, still no show, no phone call. So all this time I have been without a refrigerator, but does he give a crap, NO. I already paid him $75. for the first service call, plus $170. for the part, that I am now doubting he even changed! Decided to take the loss & call someone else, who will be here in the morning. I would never recommend them or ever use them again. I would buy a new fridge before I would call them! Save yourself money & stress, don't call them!!!!!!! It was Julio Escobar that treated me like I am not important. Was great, until he got my money, then it was as tho I didn't exist!! This is a small town, word gets around, although looking at the other horror stories, not fast enough. He needs to go away! I wouldn't have given him a single star, but wouldn't let me post without it. read more

I have never reviewed a company before but the employees at big jacks are a waist of space!!! The first guy said he would be there before noon. I did not see him until after 6. He spent 5 minutes with my washer, told me it was an easy fix, he assured me he would pull some strings and have the parts overnighted and the issue resolved the very next day. After 14 days I asked him what was taking him so long. He proceeded to cuss me out and refused to finish the job. I had a second guy over to finish the job. He said that the parts the first guy ordered were the wrong parts and that he would get me the right parts within a week. After another two weeks of waiting and calling him over a dozen times when he only answered once and refused to give me a status of the repair I gave up. It has been over a month since I have had a working machine all due to the absolute incompetence of this company and their employees that are absolute waists of space. read more

When I saw all the negative reviews, I was pretty worried. I didn't have much choice since it was a GE warranty issue. Julio was very courteous and polite. He arrived on time, listened carefully to our issue, repaired the washer very quickly and offered to come back of we still had issues. I was very, very pleased with the service we received. The man is great! read more

I was referred to them by Samsung for warranty service. I called the guy said they didn't know about it and would call Samsung. Never called me back so I called them twice and never got an answer. I called Samsung who referred me to another place. Good luck if you try to use them. read more

Extremely unprofessional and so unorganized that he replaced the same thing twice on our refrigerator. Has been over three times to "fix" our refrigerator and the same problem has persisted. Avoid, avoid, avoid... read more

Wow, I came to this site to tell how bad the customer service was and low and behold I was not the only one. Note, they will give you a time to come by, example, between 1:00 and 5:00. Now get this, they will not call you to let you know when they are on their way to your house. LOL, talk about a dysfunctional organization. Question, so how would someone know when to leave work to meet them? So I told them ok, I will see if I can see them when I drive by my house. It was so sad that the airhead said ok will see you then. read more