The theme of this review is who told you that?

The theme of this review is who told you that?

I feel it is my duty to warn everyone about the service department at Big O after encountering two big issues with this business:
1. No consistency in information provided by the employees that work in the service center, and those who answer the phones, and
2. Big O s employees are either so under-informed about recalls on their products that you d have a better chance finding someone who knows what s going on with your Jeep-Chrysler-Dodge over at the Toyota dealership OR there is a policy of misrepresenting the recalls to customers in the hopes that they will pay for services that they were entitled to have Big O provide to them for free.

My 2009 Dodge came with two frequency operated button ignition keys (FOBIKs)and each of them, over the course of normal use, fell to pieces and ceased working. Over the summer my last of the two keys fell apart much like its predecessor and I called Big O Dodge to find out how to get a replacement key. I was told by the person on the phone that I would not need to bring the car in and we will call you when the key comes in. Four days later I call and they transfer me to the service department where a man tells me they have a key and asks when I can bring the car in. My response but the person I spoke with a few days ago told me I wouldn t need to bring in the car to which he responded well who told you that. I temporarily fixed the FOBIK myself And didn t bring it in.
Yesterday I called and made an appointment for 9:00am today and only then was I informed of the recall for the ignition switch and the keys. Kaydren (spelling?) was incredibly nice and helpful and I want her to know she has been the only person at Big O that I have had a good experience with.

This morning I arrived at 9:08 where I was promptly ignored by every single service person at their desks (not even a hi we will be right with you ). Finally, a man looks up and gives me the hi we will be right with you but only after I had been turning in circles and looking around lost trying to get the attention of someone for two minutes. A few minutes later a service person, Ricky, came over to talk to me and I explained that I had an appointment to get my two new keys.

His response: who told you that

Maybe Big O should adopt who told you that as the new slogan in all their ads going forward? I told Ricky that Kaydren told me about the recall and it came with two keys. His response was well I don t think she is right about that but yeah maybe. I asked how long it would be for the keys and Ricky said that it shouldn t take more than 15 minutes. He said I was due an additional recall I was due but when he said it may take an hour I declined.

I waited over an hour before going to check with him. He seemed too busy at the moment and said he d let me know. He came in a few minutes after and he said 20-30 minutes more. I waited for the 30 minutes and then another 10 minutes just to be fair but then I finally went to seek out Kaydren in person to see what was going on.

Kaydren was also perplexed that I had been waiting for 2 hours for the key/ignition switch to be fixed. I asked her to confirm I would receive 2 keys with the recall which is when another one of the women working in the office piped up and stated that you have to bring in your key to get the replacement key. First of all, this information is straight up false, the recall letter CLEARLY states that the ignition switch will be replaced and TWO FOBIKs will be provided FREE OF CHARGE.

Overall it was a pretty bad experience and after reading some of the reviews that were similar to mine ( who told you that making an appearance at least once) I m concerned that Big O is attempting to defraud customers by knowingly giving partial recall remedies in order to make a buck on the customer s ignorance. Do your homework and don t let them push you around.