This was not the best visit I've ever had with Big O. Here's what happened. First, I made an online appointment for four tires for my SUV and the system confirmed that they were in stock at Big O in Danville and I could have an afternoon appointment to get it done. When I arrived they did not have more than 1 tire that fit my SUV and had to overnight order the remainder. This screwed up my afternoon and evening schedule, but I scrambled and dealt with it. I ended up authorizing the four tires, an oil change, and alignment but needed the car by noon the following day. They said that it would be the first vehicle in the morning since I left it overnight and should be done by 11:00 and would call. I didn't hear from them and started calling about 10:30 and their phones were down. I went to the store and my vehicle wasn't done and they didn't finish it until 1:38 PM. Once again fucking up my day. To make matters worse, when they did the oil change they overfilled it with oil. About 10 minutes after picking it my warning light for HI OIL came on - that had never happened before in my 10 years of owning this SUV. So I called them and they said to bring it back immediately. So I drove back to the store and waited another 45 minutes for them to drain the oil down to the proper level. Now it was after 3:30 PM and my work day was totally wrecked. Had to cancel my half day at work planned for Friday so we could get away for a long weekend vacation and work the entire day to make up for this lost time. Here are my suggestions: 1 -- your online system should NEVER confirm an appointment without the parts being available. Obviously it did this just to get me to go to that store as I would have gone elsewhere. Sure, this deceit gets me to your store for that day but pisses me off so much because of the blatant chicanery that it makes me reconsider using Big O in the future. 2 -- if you tell a customer the vehicle should be ready by a certain time they MAKE PLANS around that. If you are going to miss that time then for Christ's sake call them and tell them. I know the main phone line was down but the four salesmen in the office all were carrying private cell phones that worked and they had my number. That is inexcusably poor customer service and will only end up with angry customers. 3 -- if you fuck up a job so that the customer is driving an unsafe vehicle and has to return immediately for you to fix your mistake, then FIX IT IMMEDIATELY. It should have taken 5 - 10 minutes to drain a quart of oil. I guess since you already had screwed up my day maybe you figured I was already a lost customer. 4 -- if you obviously screw up to this extent for a customer, a repeat customer who has five cars in the family by the way, then OFFER THEM SOMETHING to at least show some responsibility and care -- could be a free service or oil change or alignment or whatever your lowest cost service is as you also know when they come in for that they'll probably also add on other services that they pay for. C'mon, that's just basic business sense.
If you'd like to discuss more please feel free to give me a call. You can reach me on my mobile at 925-785-9486.