where do I start? when we first bought the vehicle in 2005 they were great. Of course there were different owners then and ever since the current owner took over it has gone down hill fast. The first thing that happened during an oil change and tire rotation, they forgot to put a lug nut back on one of the wheels. Not a big deal once but this happened 3 times and one time I didnt notice until I got home. When I asked to get it replaced, they said they would have to get back with me and never did. The next time I had my tires rotated, they lost the key to my wheel locks. On another occasion I had them replace a plastic part on the seat and the ash tray lid that were defective which they did for free but it was a major hassle to get it approved because they had to decide if it was wear and tear (the vehicle was still new). A job that should have taken 10 minutes, took them 2 hours. At the big 30,000 mile service, I checked the vehicle out when they were done this time and there was grease all over the front end and all over the doors. They were very put out when I asked them to clean it. The wait time on all service is very long. It is always took about 2 hours or more no matter what I had done. The worst thing they have done to me though is not honoring our tires for life contract. I have an official contract written out by big red stating that I will get tires for the life of the vehicle if I do all my service there and I have honored my end of the deal. First they kept putting me off by telling me the tread still had a couple of miles left on them and now I can see that they were trying to buy some time to figure out how to not replace them for me. They just informed me that they will not honor it because the contract was done by previous owners even though they still go by big red. Even if they don't have a legal obligation, you would think they would want to keep a loyal customer. Chris Mayes, Richard Roby and the managers will not talk to the people so they have the part time hourly workers do the dirty work. They will not return calls or even apologize for any of this. After waiting for about a month for someone to call me back, I actually called and got through to richard who flat out said they are under no obligation and that was that. Again no sympathy.
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