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On Saturday 28 June 2014 I visited the big o tire franchise store located at: 1360 E Hunt Hwy, Queen Creek because my vehicle (99 VW Jetta) had a fluid leak of some sort which I wanted located and repaired. At approximately 4PM on Saturday I was contacted by James (store manager) and informed while conducting the repair a separate part was broken by their technician and that he had located the part but it wouldn't be available until 1030AM on Sunday 29 June 14.

At approximately 11AM on Sunday I was contacted by Jose who informed me that the part which was received was not the correct part for my car. At which time Jose informed me that they had to order the replacement part directly from VW but it wouldn't be available until Monday 30 June 14. At this point I'm beyond frustrated because a job which called for 1.5 labor hours of work is now going to take 48 hours to repair and I had no transportation to get to my job. The store offered no immediate discounts, rental vehicle, or any resolution for my inconvenience nor did they afford me transportation to and from work until I started to complain and threatened to contact the GM and the corporate HQ.

Once a rental vehicle was offered I went to hertz rental car to pickup the vehicle which the store arranged to only find out I would have to put the $224 cost on my personal credit card. When I contacted the store and informed Jose of this and explained how dissatisfied I was with this outcome or poor attempt of customer satisfaction I was told that they would pay hertz via store check. After conversation with Michelle (hertz store representative) I was informed that hertz doesn't accept checks or cash at this particular location only credit cards. I was then told by Jose that the store would write me a reimbursement check although by this time my confidence level in anything he told me was zero.

This entire experience has been the worst example of customer service / satisfaction and professionalism I've ever experienced. I am 100% dissatisfied and will never utilize another big o tires store or affiliate ever for any type of service and I will advise anyone I come in contact with to steer clear of all locations based on my personal experience. I feel that as a customer the level of poor customer service I received couple with a blatant disregard for my time, employment and inconvenience was never taken into consideration until I complained and it should not have had to get to that level. If this store is any true representation of big o tires company standards all locations should be closed immediately!!!

This was the absolute worst auto repair experience of my life!!!

Location: Queen Creek, Arizona

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