S&S Prime Painting and Washing LLC

Big O Tires [redacted] ** Phoenix, AZ 85085Dear Revdex.comConciliation & Engagement Specialist-Mr [redacted] came into our location on Saturday August 12, complaining of a vibration in his steering wheel and that the vehicle pulled to the right We balanced his tires and performed an alignment to correct the pullWe adjusted the alignment to manufacture’s specifications The customer came back on August 14, complaining it was still shaking and pullingWe road forced (a more extensive and accurate balance) the tires and rebalanced them all at no chargeUpon the test drive we did not experience the vibration the customer states was happeningWhen the customer returned on Tuesday, we were installing a new alignment rack and it was not yet operational We decided to take the vehicle over to another Big O Tire location to have the alignment performed so the customer was not without his vehicle any more than need beThe other location checked the alignment and determined it was within specificationsWe have no explanation as to why the vehicle continues to pull after checking and performing an alignment at two different locations and on two different machinesSince we were unable to correct the alignment, we apologized to the customer and we refunded the money he had spent with us We recommend that he take his vehicle to the dealer to determine why he still had the issueThe following day Wednesday August 15, 2017, Mr [redacted] came into our store and accused us of scratching his rims I told him at that time that I had no idea what could have caused the damage Firstly, the scratches are not in a location that could have been caused with our equipmentSecondly, the scratches are not uniform They are irregular and there is no pattern to them All of our equipment has plastic or rubber coatings so that something like this cannot occurWe reviewed the recording of when we balanced the tires It is obvious that there is space between the wheel and the wing nut we use to secure the wheel to the balancer This proves we did not scratch the wheels during the balancing processThe other piece of equipment we use when securing the wheel to the balancer is the cone The cone would not have touched the face of the wheels either The scratches are located in the MIDDLE of the wheel where no equipment we utilized touches Our wheel specialist, Javier, stated that the scratches could not have occurred during either the balancing process or during the alignment (since we do not touch the wheels at all during an alignment) We are experts in working on custom wheels and we utilize state of the art equipment to protect our customers’ wheels We never get complaints like thisMr [redacted] can look at the camera recording as we have nothing to hide He didn’t ask to see them and I didn’t think to offer when we were in the heat of the momentMr [redacted] also told me that he worked in a shop and he is not sure what could have caused the scratchingI asked Mr [redacted] to tell us what he thinks could have caused it and he had no explanation eitherThe problem with the scratches are they are not uniform in any way There is no pattern to the damage The scratches are located in various spots on the wheelsThe scratches are not deep metal on metal scratches They are very light and only penetrate the top layer of paintIf our balancer had damaged the wheels, the scratches would have been a deep metal gouge, not a light surface scratch The other service that Mr [redacted] did was an alignment and the alignment head only touches the tire surfaceIt does not come into contact with the wheel at allWe have been racking our heads trying to figure this out The only thing we come up with is that it is most likely that the damage occurred while the vehicle was going through a car wash This makes the most sense But we cannot state this for sure The bottom line is there is no way that our shop damaged the wheels We are not willing to pay for damage that we did not do It is impossible that the damage was done in our store Garrett C [redacted] Owner, Big O Tires###-###-####

We performed an oil change on Mr***’s Ford Fpick up as he states Mr*** accused us of overfilling his oil When he returned to our store, the oil level was at the “safe” zone, which means it had the proper amount oil But oil was leaking from the dipstick tube next
to the oil pan Ford acknowledged that this was a common problem on the model and has since redesigned the dipstick tube.At Mr***’s request, we repaired the damage by installing an updated dipstick tube at no charge despite the fact that we did not design nor install the previous dipstick tube He was upset because he had lost $on a non-refundable vacation expense Even though our invoice specifically states that we are not responsible for incidental expenses, we felt badly and offered to pay for his lost $ At this point, we felt we had gone above and beyond any reasonable expectations.After he agreed to take the $300, Mr*** then demanded that we perform a compression check We were under no obligation to do this, but we wanted to make things right by Mr*** so we performed the testWe did this test with him standing right next to the technician We flat out refute his allegation that we tried to hide anything How could we when he was invited to stand right next to the technician as he performed the compression check?The vehicle is twenty one years old and has over 56,miles on it There is bound to be wear and tear and some loss of compression over the years One cylinder was at PSI and Ford recommends that all cylinders be at or above PSI This is not a big deal, but Mr*** thought differently We then ran the test again once the vehicle was at operating temperature and all cylinders were within Ford specificationsBut Mr*** insisted that we do something about it.We explained to Mr*** that in order to replace his engine and each and every part that had any oil on it whatsoever, he would have to deal with the insurance company This demand of Mr***’s is completely unreasonable and we knew that the insurance company would most likely deny all or at least the vast majority of his demands We especially felt this way given the faulty design by Ford of the original dipstick tube.We also explained that if we turned it over to our insurance company, we would have to abide by the letter of the warranty and we could no longer reimburse him his $in lost vacation expense This lost $would now become part of an insurance claim and he would have to deal with the insurance company if he wanted to be reimbursed.Mr***’s response was that he is a “gambling man” and would take his chances with the insurance company I have been in the business for years and I KNOW that insurance companies, while being professional and fair, will NOT succumb to unreasonable demands We tried to caution Mr*** of this, but he maintained that he is a gambler and would battle the insurance company The insurance company is Union Standard They insure most Big O Tire stores in Arizona and thousands of automotive shops across the country My fear is that Union Standard insurance will see this for exactly what it is and deny the claim, costing Mr*** a lot more money in rental car fees etc Regardless, the entire issue is now in the hands of Union Standard We will have to pay our deductible (should there be one), but any settlement whatsoever will be between Mr*** and Union Standard There is nothing else we can do and we are completely out of the process Our being out of the process is a direct result of Mr***’s decision, so we are not sure why he is writing the Revdex.com We have done everything Mr*** has reasonably requested The issue going forward is completely between Mr*** and Union Standard as Mr*** requested We will honor and abide by the insurance company’s decision Big O TiresWHappy Valley RoadPhoenix, AZ

Customer is upset because he had an un-repairable flat on his vehicleThe customer did not purchase a tire warranty that covered a free replacement from Big O TiresCustomer declined this option on the tiresWhich he understands, but what he is upset about is he wants a tire to match his set he
bought in MarchWe have spoken to this customer on separate occasions about the availability of the low cost in tireWe are not able to get the tire from our local supplier because the tire is on back order. I tired to explain this to the customer on the first conversation and again in following conversationsWe are not the manufacture of tiresThe tire is on back order form the company that makes them We can not get him an exact matchHe is upset and feels like we should have told him when he bought is tires that in case someday you need another tire you might not be able to get a matchI tried to explain to him that is ridiculous; all tires like any other product have a life cycleThey get updated, they get new molds, they have next generations and I have no control over when that happensI could not have known that he would have a flat months later and need a replacementAnd have known that it would not be available. I spoke to the customer again today when I received his Revdex.com complaintHe still wants to complain about the availability of his matched tireI tried to explain to him again I do not build the tire, and offered again an alternative option of like quality, design and price but he does not want itI really do not know what I can do to help this customerI have tired speaking to him over and over again with no resolveHe has spoken to my corporate office, that even offered him if he wanted a better tire to give it to him at the same price he paid for the last tireHe does not want thisToday the conversation was left with I am very sorry I can not get him the same tire but would love to help him in the future. I wish I could have been more help; I do value the opinions of customers and wish I could have done more. *** ***Owner Big O Tires

Big O Tires[redacted] Phoenix, AZ 85085Dear Revdex.comConciliation & Engagement Specialist-Mr. [redacted] came into our location on Saturday August 12, 2017 complaining of a vibration in his steering wheel and that the vehicle pulled to the right.  We balanced his...

tires and performed an alignment to correct the pull. We adjusted the alignment to manufacture’s specifications.  The customer came back on August 14, 2017 complaining it was still shaking and pulling. We road forced (a more extensive and accurate balance) the tires and rebalanced them all at no charge. Upon the test drive we did not experience the vibration the customer states was happening. When the customer returned on Tuesday, we were installing a new alignment rack and it was not yet operational.  We decided to take the vehicle over to another Big O Tire location to have the alignment performed so the customer was not without his vehicle any more than need be. The other location checked the alignment and determined it was within specifications. We have no explanation as to why the vehicle continues to pull after checking and performing an alignment at two different locations and on two different machines. Since we were unable to correct the alignment, we apologized to the customer and  we refunded the money he had spent with us.  We recommend that  he take his vehicle to the dealer to determine why he still had the issue. The following day Wednesday August 15, 2017, Mr. [redacted] came into our store and accused us of scratching his rims.  I told him at that time that I had no idea what could have caused the damage.  Firstly, the scratches are not in a location that could have been caused with our equipment. Secondly, the scratches are not uniform.  They are irregular and there is no pattern to them.  All of our equipment has plastic or rubber coatings so that something like this cannot occur. We reviewed the recording of when we balanced the tires.  It is obvious that there is space between the wheel and the wing nut we use to secure the wheel to the balancer.  This proves we did not scratch the wheels during the balancing process. The other piece of equipment we use when securing the wheel to the balancer is the cone.  The cone would not have touched the face of the wheels either.  The scratches are located in the MIDDLE of the wheel where no equipment we utilized touches.    Our wheel specialist, Javier, stated that the scratches could not have occurred during either the balancing process or during the alignment (since we do not touch the wheels at all during an alignment).  We are experts in working on custom wheels and we utilize state of the art equipment to protect our customers’ wheels.  We never get complaints like this. Mr. [redacted] can look at the camera recording as we have nothing to hide.  He didn’t ask to see them and I didn’t think to offer when we were in the heat of the moment. Mr. [redacted] also told me that he worked in a shop and he is not sure what could have caused the scratching. I asked Mr. [redacted] to tell us what he thinks could have caused it and he had no explanation either. The problem with the scratches are they are not uniform in any way.  There is no pattern to the damage.  The scratches are located in various spots on the wheels. The scratches are not deep metal on metal scratches.  They are very light and only penetrate the top layer of paint. If our balancer had damaged the wheels, the scratches would have been a deep metal gouge, not a light surface scratch.  The other service that Mr. [redacted] did was an alignment and the alignment head only touches the tire surface. It does not come into contact with the wheel at all. We have been racking our heads trying to figure this out.  The only thing we come up with is that it is most likely that the damage occurred while the vehicle was going through a car wash.  This makes the most sense.  But we cannot state this for sure.  The bottom line is there is no way that our shop damaged the wheels.  We are not willing to pay for damage that we did not do.  It is impossible that the damage was done in our store Garrett C[redacted]Owner, Big O Tires###-###-####

Hello, This is a matter of big business thrying to push the little guy under the rug. In Big Os response they completely ignored my original complaint that they overfilled my truck with much to much oil. Proof? I have proof. The good thing about smart phones these days is the camera and voice recording functions. I have recorded the owner that responded to my claim admit to the over fill and proceed to bully me into excepting 300 dollars to go away. I have multiple voice recording of the entire time line for your review. I also have numerous pictures of the oil loss on the road and on the truck as we sat pulled over off the freeway. I have proof I have only driven the truck 100 miles since they did the oil change. I have proof of the paperwork of the compression test results and the expectations provided by Dan the service manager at Big O. I have the owner on tape saying the opposite then what she said in her response on this forum. The owner has now attacked my character and has caused me mental anguish and stress and has altered my way to function at work and at home.  I implore you to allow me to present my proof in person because texting and typing are able to be misunderstood. I have a voice recording of the Corporate Office and how they said they would simply refer me back to this ownership. I am currently waiting for a response from Big Os insurance and the Ford dealership on their findings. I would like to document that I am driving a rental car with less than necessary full coverage because the insurance company Big O tires uses says they wont cover it. I have called Vicki the insurance rep over the last three days and emailed as well every day with no response. This time line of events and documentation can be constructed as long as I am not held to a 30 minute window as this response is. At this point I would appreciate some guidance from the Revdex.com on a pro bono lawyer.