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Review 2/4/2011
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Last week, I was on the fwy and hit a large truck tire that was laying in my lane. My right front rim was bent badly, the tire went flat and there was a humming sound coming from the right front driveaxle when driving home on the donut spare. I got the car home and ordered a new rim online. I received the rim three days later and decided to take my car to Big O Tires in Torrance on PCH for repairs. I removed the center cap from the damaged rim and installed it on the new rim before I left home, leaving the new rim in the box. When I got to Big O Tires, I checked the new rim again and made sure the center cap was secure. When I went inside, there was no one behind the counter and I waited about 10 minutes to be helped, all the while, the asst. manager Fred M. was outside in the work area joking and laughing with another employee even though he saw me waiting at the counter for assistance. He finally came in and had an attitude that felt like I was interrupting his conversation. I told him I needed a tire put on a new rim and also the right front axle to be inspected for damage. He said it would take about an hour and I said I would wait. 45 minutes later, they pulled my car into the bay and started working on it. The asst. manager Fred M. told me he wouldn't charge me to take the old tire off the damaged rim but that I needed to tip the employee who was working on my car. 30 minutes later, they pulled my car out of the bay and as it went by, I noticed the center cap was missing off the new rim. I went outside and asked the employee who had done the work if he could put the center cap back on the new rim. He was of mexican decent and appeared to not speak any english. I pointed to the center cap on the rear rim and he raised his arms and went running back into the garage where he had balanced the new rim and tire. The asst. manager came out and asked when the problem was and I said the center cap was missing. He told the employee to have another look around for it but if it was gone, there was nothing he could do about it. Then, the manager Michael M. shows up and he asks me if I am sure the new rim had the center cap on it and I said yes, I put it on myself before I came over here and it was on the new rim when I got here, too. The asst. manager Fred M. said he was out there when they took the rim out of the box and there was no center cap. I called him a liar to his face and said I put the cap on it and it was there when I got here. Plus, he was behind the counter on the phone when they started working on my car so he couldn't have seen anything. Basically he was calling me, the customer, a liar. Then, he and the manager Michael G. started speaking in spanish to one another in front of me and they started laughing. I told them to speak english, that it was rude to speak spanish in front of someone who doesn't and they got quiet but kept smiling at each other. Then, the manager Michael G. said he would take $20 off my bill if that would help and I said yes but I didn't appreciate being called a liar. I have been in customer service for many years and you have to treat customers with decency and respect and they are always right when it comes to good business practices. The main reason I am writing this review is because of the callousness of these employees towards me, a paying and former repeat customer. The asst. manager named Fred M. needs to take a customer service class and learn how to treat customers decently and with respect. I will never go back there again to do any business. I now also believe they are hiring illegal aliens and will have them looked into for that as well.
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