Manager here is Richard and appears assistant is Rich both very nice and we chuckled at the 3 Rich's in the room. All good ! Great guys Rich was solid in explaining run flats and how non repairable they are with a huge nail in my tire. I think the common person doesn't understand Run flat tires but Rich explained how they work and the process in which they are not repairable. My Mercedes is 2018 and believe me I wish the sales rep at the dealer explained the tires to us in more detail like Rich did. I applaud Big O as they fixed my situation and got me a new tire. Run flats are expensive so I am reevaluating run flats as nails abound in my area.