This is a 4 star review not in spite of a problem but because of one. I recently took my car in for an oil change. When I went to pick it up, my husband noticed a sizable oil leak under the car and called one of the service reps over. Obviously, this is a pretty significant problem as I didn't have any issues before with oil leaks, let alone a massive one. The guys at Big O brought my car back in to check it out.
They thought it was an issue of the Oil Plug not being tightened enough and so redid the oil change. We came back and they were monitoring my car to see if any other leaks were visible. This process took a while, my husband and I did sit there in the waiting room and yes this was an inconvenience. But mistakes happen, and I think you can tell a lot more about a business by looking at how they handle mistakes. So this is why a big mistake still warrants a 4 star Positive review in my book.
The whole time my husband and I waited, we were given constant updates about what was going on immediately after the oil leak was pointed out. We were given apologies for the mistake, for the inconvenience profusely. After changing the oil for a second time, the big oil leak was gone, but a small one was still there. From first hand experience, I know plenty of businesses that would have sent me on my way without mentioning the small leak, but the guys at Big O were adamant that "they get the job done right".
We ended up leaving my car there overnight, and they ordered a new oil plug, which they installed and did another oil change. Everything was done at no charge, which they insisted on. Everyone who knew what was going on was so apologetic and determined to make sure my car was taken care of, and everyone had thanked me and my husband for being patient. As far as correcting a wrong, they went above and beyond.
I've been taking my vehicles to this location exclusively for a couple of years now because they did a good job at a good price. It's nice to know that in the rare instance I had a problem, that they would do absolutely everything in their power to make it right and that is a rare virtue in todays business world.