I visited Big O Tires in Jackson, Wyoming on 11/13/25 in the afternoon. The manager was polite but explained that no more oil changes would be done that day, and asked me to return the next morning at 7:30 a.m.On 11/14/25, I arrived at 6:50 a.m. and waited until the doors opened at 7:35. I handed over my keys and phone number, was quoted the cost of the oil change, and was told I’d receive a call when the vehicle was ready. Unfortunately, the experience that followed was disappointing:- By 9:30 a.m., my vehicle was still not ready.- Staff prioritized another vehicle that arrived after mine.- The assistant manager was unaware of the status of my service.- A bay employee struggled to reinstall the undercarriage cover and had to call for help.- I did not get my vehicle back until nearly 11:00 a.m.- I was offered only a $10 discount for the inconvenience, despite having a six-hour drive ahead of me.My Observations- Oil changes were clearly not treated as a priority.- Management cited staffing shortages, yet underqualified employees were left to work independently without oversight.- Leadership failed to communicate effectively, leaving the assistant manager uninformed.- Senior staff did not step in to support less experienced employees.- Overall, leadership demonstrated poor performance and weak accountability.ConclusionThis experience reflects a lack of leadership and training that could pose safety risks for customers. A “first in, first out” approach would be a simple improvement. More importantly, senior management must actively guide and support their team rather than leaving underqualified employees to struggle. Customers deserve timely service, competent workmanship, and meaningful compensation when delays occur.My Observations- Oil changes were clearly not treated as a priority.- Management cited staffing shortages, yet underqualified employees were left to work independently without oversight.- Leadership failed to communicate effectively, leaving the assistant manager uninformed.- Senior staff did not step in to support less experienced employees.- Overall, leadership demonstrated poor performance and weak accountability.ConclusionThis experience reflects a lack of leadership and training that could pose safety risks for customers. A “first in, first out” approach would be a simple improvement. More importantly, senior management must actively guide and support their team rather than leaving underqualified employees to struggle. Customers deserve timely service, competent workmanship, and meaningful compensation when delays occur.
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