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| - One of the worst experiences in customer service, including the potential for a damaged vehicle. I brought a 2004 Toyota Prius in for an oil change and tire rotation. After showing my coupon, I was up-sold since they "don't do oil change with conventional oil at this location". Very fishy, but I agreed to go for synthetic since I needed it done. I was given a time estimate of one hour, so I walked across the street to grab a coffee.
15 minutes later I received a phone call, saying they won't work on my car because it has an oil drain valve installed and their policy doesn't allow them to work on those cars since they don't want to be held liable if the valve should open at some point and the oil would drain. Note that I installed this Fumoto Oil Drain Valve because after several oil changes the threads for the oil drain plug were stripped and the engine started leaking oil. At one point I got the suggestion - ironically at another "Big O" location - to get a new oil pan, which would set me back approx. $300. Instead, the valve cost me $25, I installed it with JB Weld, all leaks are gone and oil changes are a breeze now. By the way, the Engine Oil Drain Valve has been tested and granted "Genuine Parts" status by 6 major motor vehicle manufacturers in Japan, including Toyota, Nissan, Mazda, Mitsubishi, Subaru and Isuzu. But "Big O" won't work on them. Okay...
I returned and picked up my car with seemingly no services performed (not even the tire rotation which I would have paid for). I then decided to follow the advice "if you want something right, you need to do it yourself", I headed towards the closest auto parts store for fresh oil and a filter. When I got home to perform the oil change, I discovered after opening the hood that the lid for the air filter was not attached anymore but just loosely sitting on top of the engine. Looking closer I discovered the air filter had been removed and was missing!! Please mind that I had just driven a good 10 miles from "Big O" to the auto parts store and home - without an air filter and a big piece of plastic flying loosely around under the hood!
I called up the store where store manager Cameron picked up. I told him what happened, but received no word of apology or offer for compensation. All he responded was "Yeah, they pulled it and didn't put it back in. You can come and pick it up." Luckily I had a second car at my disposal to drive there (I know a short drive without an air filter would have probably not killed the engine, but I was also just draining the oil).
When I arrived I wanted to talk to Cameron in person about the incident, but the person at the front desk said he was not in. Interesting, I had just talked to him on the phone, and his name was written on the board on the wall as manager in charge. I told the front guy person that I'm there to pick up my air filter that they had removed and didn't put back in, and a voice from the back office yelled "that thing's on the shelf in the shop"... What?
The front desk guy then walked into the shop, got the filter and handed it to me without a saying any word of apology, or somebody offering me any sort of reparation for my time and potential damage to my car. All I could do was just walk out, swearing I would never visit this or any other "Big O Tire" location again, and that I would strongly discourage anybody to go there.
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