Big O Tires #4149

I got the initial complaint from [redacted] via a Big O Compliant line, and I called her I told her to come in and we would resolve the issues with her brakes and tires She explained in detail all the problems she had experienced, all the other stores she had taken the vehicle to trying to get resolution, and all the things that other people had told her I simply asked her to bring the vehicle in and told her we would fix it She told me that her brother in law had done the wheel alignment on the vehicle and that he is a master mechanic I told her that I simply wanted to check the alignment and make sure it was correct, and if it was, we would replace the tires I told her that I would not pay to have her take the vehicle to a different facility to have the work done.Ms [redacted] failed to bring the vehicle to us so that we could fix it, look at the alignment and replace her tires She now wants us to pay for the tires This is simply not reasonable We cannot tell if the alignment done by her brother in law was correct She is expecting us to pay for the cost of the tires, the cost of installation and balancing and the cost of the profit for a different facility, with no prior approval from usAll she had to do was bring her vehicle in and let us fix itWe would have taken care of the problems.When Ms [redacted] called me back on Saturday March 7, returning my three calls since she had complained again to Big O, she immediately told me that she had gotten her tires replaced at a different store, and she was going to do things to punish me She was going to tell everyone that we had treated her badlyWas going to report me to the Revdex.comWrite a letter to the CEOIn addition the customer informed me that when I died God was going to ask me if I had treated [redacted] nicely, and I would regret it She wants to complain about the problem occurring and not being handled to her satisfaction in what seems to be one prior visit, and does not seem interested in letting us fix the problem as we requestedWe will not pay for tires purchased at a different location We will fix the issue with the brakes, but will not pay for a different location to fix it This is because the customer outright rejected our honest offer to fix her vehicle and chose to take a different approach, including attempting to pressure us to pay her through the three steps she outlined

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowWhen the vehicle was brought in the SECOND time your service rep assured us the transmission had been filledI had no reason to doubt himWhen the vehicle failed and we determined it was the transmission, I had no reason to believe it had run out of fluid nor did we initially even suggest it to the repair shop as a possibilityA few days later while waiting for parts, that fear crossed my mind and then We drove to [redacted] and asked the owner to make sure the level was okWe also did not tell him initially it was your shop who had serviced itWe did not want anyone to think wrong of someone that didn't deserve it Two days ago I wrote everyone we had contacted with our concern and expressed our desire to forego any cash settlementsIt will have May or 6th postmarkWe work hard at being people of integrity and feel taken advantage ofWe have traveled from Alaska to the White House and covered different states and always been treated with respectThis is a first for us.We feel bad that your negligence has cost us thousands of dollars but it dims to how often this is going to bother you as you try to continue in the quest for customer trust Regards, [redacted]

Our main goal at Big O is to ensure the safety of our
customers as related to their vehicleUnfortunately, this customer did not see
the value in our service when we informed her that her tire was literally
splitting apart and that her brakes were metal to metal and grinding All we wanted
is a local enforcement facility
to release the vehicle to the customer and release us of any liability due to
the fact that she was riding around with three children in the vehicle This is due to the behavior of lawyers in today's environment We
apologize since the customer obviously feels differently about our
recommendations

We did not charge the customer for any oil or fluid for his transmission.  The explanation of every line item on the invoice follows:Lube Oil and Filter Good – The overall description of the work performed for the items that followOil Change Labor – The labor to perform the oil change....

 $12.00Viscosity 10W30 – The manufacturers recommended oil.  This is normal 10W30.  We install 5W30 in all cars as our base oil.  The manufacturer allows this substitution.Eng Oil Cap Qts 4.5 – The capacity of the vehicle.  This is so our employees know the amount of oil to install.  Our base oil change includes up to 5 quarts.Oil Filter – The oil Filter (NAPA 21356) called for.  $5.30Fluid Disposal Fee – A fee added for the disposal of the oil.  This is disclosed in our advertising.  $3.00Tire Rotation – We rotate tires with all oil changes on passenger cars and SUVs if applicable.  If the rotation is not done this is removed.Thank you for choosing Big O Tires – A general purpose thank you.$13.88 Oil Change Discount Waiting – Customer probably brought in a coupon and this is the discount which results in the out the door total.  We have 2 coupon amounts, one for waiting and one for drop off.  Drop off saves an additional $2 since it allows us to manage the work flow more easily.   $-16.58. Check Trans Fluid /////All Fluids /// - A note the back shop to check the transmission fluid and all the vehicles fluids. 5W30 Motor Oil – the charge for the motor oil installed in the engine.  $12.65 We have communicated with Mr. [redacted] on this issue through the Big O Customer Complaint System, and the Arizona Attorney General.  He has made similar but not exact statements in all three channels.  He has indicated that we were responsible for the failure because we put in the wrong fluid, but there is no indication that we put in any fluid.  We do not see where the customer ever indicated that he was told we put in fluid.  The customer was not charged for transmission fluid, although he thought he was charged. We guarantee our work but there are limits.  Specifically:  The repair must be returned to us, not to a different facility with the expectation that we will pay for their work; it does not include incidental or consequential damages. We certainly are not happy that the customer’s transmission failed, but it is clear from the invoice he was not charged for fluid.  The customer has stated that we did put motor oil instead of transmission fluid.  This is not true.  The customer stated that he was charged for an additional quart of motor oil, which is also not true.  Related to the “lied to” allegation, we certainly do not condone the behavior of the employee that failed to check the fluid level in the first place.  But when asked he stated that he had not checked the fluid level.  There was no charge for fluid.  The customer was told that the fluid was not checked.  The paraphrased statement “so dry under there” is construed as a lie by the customer.  We do not take responsibility for the failure of a transmission.  The transmission was leaking and had been for years according to the customer.  It was in an older vehicle.  We never charged the customer for installing transmission fluid.  We are unwilling to do anything to resolve this complaint due to the failure of the customer to contact us in any way prior to his demand that we pay for the complete repair of his vehicle and other charges until after he had completed all the work at a different location.  He states that this is a reasonable behavior but it certainly increased the cost to us had we chosen to do anything.  We had originally offered to pay the customer $300 but he refused and submitted his complaint to every consumer protection agency he could find.  The cost and time of responding to these complaints caused me to change my mind on the offer of reimbursement to maintain customer satisfaction. [redacted]OwnerBig O Tires

The customer still feels that she needs to be compensated for her poor choices.  Ms. [redacted] has stated that she simply wants to make my life difficult and will continue complaining as long as necessary to make that happen.  This seems more like a position that uses organizations like Revdex.com as weapons for demonstrating anger and punishment rather than the mission that Revdex.com would like to convey. I responded to the complaint once Stating our position. Ms [redacted] responded and stated. “Well I am not going to argue with Mr. [redacted], likes he has done with me.  Today after work I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.Mr. [redacted] has been told by me that I have now came back twice for resolutions after speaking to the manager [redacted], that is hard to get a hold of and he promised me new tires under warranty after I have my rack and pinion replaced. I did call several times and told [redacted] my tires are super bald on the front and they won’t hold up. I then stated to [redacted] that I can’t get the rack and pinion done till a month’s time, as I need new tires now. He then said I will crunch some numbers and contact you well I believe he blew me off as I never heard from him again. When you get good service you tell the world and when you don’t, you tell the world. I have every right within my honest life to write the CEO and the Revdex.com. We are all going to be judged by God above for the good and bad we do on earth, as per what my priest has told me.  I told Mr. [redacted], he will be asked by God one day why he didn’t help me. I never said what he quoted.  After I did come in for 2 different times for service, to fix problems, they did not help me. I am the victim, I lost. They tried to find other things wrong with my vehicle. I was told just for them to continue to make money off me.  The service guy took my van up on the risers and they invited me out there by my van. The service guy was cranking my steering wheels so rough, I said, please don't break my front end. Then they said it looks like you might need front bearings and that wasn't the problem. I came out of Big O clunking the moment I got new rear drums and brakes installed. The problem they were supposed to be looking for, was in the back end.  They never offered to test drive my van to hear the noise. The Big O I went too did and told me to take it back to whom serviced it for them to fix the problem they caused. Now my van makes a steel clunk upon braking. I am dealing with this at this time. I was told by another Big O, that perhaps my drums were installed wrong. I am not sure. 2. Mr. [redacted] yelled at me so bad on Last Saturday, when he called me for the 3rd time. He called a total of 3 times and we conversed twice on the phone. He called me a Nasty women and I am going to smear his business all over the place. That he was so mean to me with his voice and not let me talk. I had to hold the phone away from my ear. As a business owner, you DON'T YELL AT A CONSUMER PERIOD!!!!!3. My friend over heard the very 1st conversation follow up call to me by Mr. [redacted] per me calling the complaint line, and could not believe how mean he was and I knew from the beginning he wasn’t going to help fix the problem. 4. My husband isn’t going to allow our van to go to that Big O. today, tomorrow or ever again. As we tried twice and they never helped. 5. I was forced to purchase tires at another Big O, as they were bald. I told them about the issues, as they test drove the van before. The service guy told me, if you want tires, regardless, we will put tires on. Why can’t Mr. [redacted]’s store be more corporative? 6. Mr. [redacted]’s store never offered or suggested a front wheel alignment upon me buying and paying for 4 new tires 1 year ago. I was forced to bring it to my BIL’s shop, as I knew they was standard to do. 7. I got two new tires from another Big O and they were too busy for an oil change and wheel alignment so I went directly to another one, for those additional services. Very kind other Big O’s. We will continue trading with them in the future. The one manager said he was surprised that I stayed with Big O after being treated so poorly by one. Well that is because I was told they all have separate owners. Ms [redacted] states. “I am not interested in anymore correspondence by Mr. [redacted].”“I am going to smear his business all over the place” She fails to state that I offered to replace her tires and fix her brakes.  When I made these offers she verbally said that she would come in.  I assume that she is will state one thing on the phone and then do something different, but that is her choice.  However – We honestly requested that she return so that we could resolve any issues she was having.  She did not return.  Then she went elsewhere and expects us to pay for her choice. Ms [redacted] also states “I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.” She fails to indicate that he told her that her failure to rotate her tires for 18000 miles resulted in her taking responsibility for the tires wearing out.  I offered to replace her tires if she would just return to my store so that we could check her alignment to see if it was correct or not.  She had nothing to lose but refused to respond to this simple request.  I think she listened to my explanation of the reasons and ignored them or just acted like she was agreeing but in reality was not. Additionally I would like for someone from the Revdex.com to contact me by phone at ###-###-#### so we can discuss the positive ways of moving forward with resolving this issue.  Calling the business phone will NOT result in getting in touch with me.  An alternative is to have me call you at an agreed on time.  I will do most anything, but the approach of simply not communicating with me is not working in this case since we have a consumer that does not react positively to normal business offers to fix her problem.  And finally I would like to get some kind of response, preferably by email that you got this email so that I do not have to follow up.

I got the initial complaint from [redacted] via a Big O Compliant line, and I called her.  I told her to come in and we would resolve the issues with her brakes and tires.  She explained in detail all the problems she had experienced, all the other stores she had taken...

the vehicle to trying to get resolution, and all the things that other people had told her.  I simply asked her to bring the vehicle in and told her we would fix it.  She told me that her brother in law had done the wheel alignment on the vehicle and that he is a master mechanic.  I told her that I simply wanted to check the alignment and make sure it was correct, and if it was, we would replace the tires.  I told her that I would not pay to have her take the vehicle to a different facility to have the work done.Ms [redacted] failed to bring the vehicle to us so that we could fix it, look at the alignment and replace her tires.  She now wants us to pay for the tires.  This is simply not reasonable.  We cannot tell if the alignment done by her brother in law was correct.  She is expecting us to pay for the cost of the tires, the cost of installation and balancing and the cost of the profit for a different facility, with no prior approval from us. All she had to do was bring her vehicle in and let us fix it. We would have taken care of the problems.When Ms. [redacted] called me back on Saturday March 7, returning my three calls since she had complained again to Big O, she immediately told me that she had gotten her tires replaced at a different store, and she was going to do 3 things to punish me.   1. She was going to tell everyone that we had treated her badly2. Was going to report me to the Revdex.com3. Write a letter to the CEOIn addition the customer informed me that when I died God was going to ask me if I had treated [redacted] nicely, and I would regret it.  She wants to complain about the problem occurring and not being handled to her satisfaction in what seems to be one prior visit, and does not seem interested in letting us fix the problem as we requested. We will not pay for tires purchased at a different location.  We will fix the issue with the brakes, but will not pay for a different location to fix it.  This is because the customer outright rejected our honest offer to fix her vehicle and chose to take a different approach, including attempting to pressure us to pay her through the three steps she outlined.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Well I am not going to argue with Mr. [redacted], likes he has done with me.  Today after work I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.Mr. [redacted] has been told by me that I have now came back twice for resolutions after speaking to the manager [redacted], that is hard to get a hold of and he promised me new tires under warranty after I have my rack and pinion replaced. I did call several times and told [redacted] my tires are super bald on the front and they won’t hold up. I then stated to [redacted] that I can’t get the rack and pinion done till a month’s time, as I need new tires now. He then said I will crunch some numbers and contact you well I believe he blew me off as I never heard from him again. When you get good service you tell the world and when you don’t, you tell the world. I have every right within my honest life to write the CEO and the Revdex.com. We are all going to be judged by God above for the good and bad we do on earth, as per what my priest has told me.  I told Mr. [redacted], he will be asked by God one day why he didn’t help me. I never said what he quoted.  After I did come in for 2 different times for service, to fix problems, they did not help me. I am the victim, I lost. They tried to find other things wrong with my vehicle. I was told just for them to continue to make money off me.  The service guy took my van up on the risers and they invited me out there by my van. The service guy was cranking my steering wheels so rough, I said, please don't break my front end. Then they said it looks like you might need front bearings and that wasn't the problem. I came out of Big O clunking the moment I got new rear drums and brakes installed. The problem they were supposed to be looking for, was in the back end.  They never offered to test drive my van to hear the noise. The Big O I went too did and told me to take it back to whom serviced it for them to fix the problem they caused. Now my van makes a steel clunk upon braking. I am dealing with this at this time. I was told by another Big O, that perhaps my drums were installed wrong. I am not sure. 2. Mr. [redacted] yelled at me so bad on Last Saturday, when he called me for the 3rd time. He called a total of 3 times and we conversed twice on the phone. He called me a Nasty women and I am going to smear his business all over the place. That he was so mean to me with his voice and not let me talk. I had to hold the phone away from my ear. As a business owner, you DON'T YELL AT A CONSUMER PERIOD!!!!!3. My friend over heard the very 1st conversation follow up call to me by Mr. [redacted] per me calling the complaint line, and could not believe how mean he was and I knew from the beginning he wasn’t going to help fix the problem. 4. My husband isn’t going to allow our van to go to that Big O. today, tomorrow or ever again. As we tried twice and they never helped. 5. I was forced to purchase tires at another Big O, as they were bald. I told them about the issues, as they test drove the van before. The service guy told me, if you want tires, regardless, we will put tires on. Why can’t Mr. [redacted]’s store be more corporative? 6. Mr. [redacted]’s store never offered or suggested a front wheel alignment upon me buying and paying for 4 new tires 1 year ago. I was forced to bring it to my BIL’s shop, as I knew they was standard to do. 7. I got two new tires from another Big O and they were too busy for an oil change and wheel alignment so I went directly to another one, for those additional services. Very kind other Big O’s. We will continue trading with them in the future. The one manager said he was surprised that I stayed with Big O after being treated so poorly by one. Well that is because I was told they all have separate owners. I am not interested in anymore correspondence by Mr. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belowWhen the vehicle was brought in the SECOND time your service rep assured us the transmission had been filled. I had no reason to doubt him. When the vehicle failed and we determined it was the transmission, I had no reason to believe it had run out of fluid nor did we initially even suggest it to the repair shop as a possibility. A few days later while waiting for parts, that fear crossed my mind and then We drove to [redacted] and asked the owner to make sure the level was ok. We also did not tell him initially it was your shop who had serviced it. We did not want anyone to think wrong of someone that didn't deserve it.  Two days ago I wrote everyone we had contacted with our concern and expressed our desire to forego any cash settlements. It will have May 5 or 6th postmark. We work hard at being people of integrity and feel taken advantage of. We have traveled from Alaska to the White House and covered 43 different states and always been treated with respect. This is a first for us.We feel bad that your negligence has cost us thousands of dollars but it dims to how often this is going to bother you as you try to continue in the quest for customer trust 
Regards,
[redacted]

After contact by Mr [redacted] to at least 3 different complaint agencies - Big O Tires, [redacted], and Revdex.com, this is the first time that the statement has been made that Mr [redacted] returned to our shop for verification that the fluid was full.  There is no record of this in the form of a work order.  If it was pulled in to the shop to do the check, we would have written a work order and would have a record.  If it was checked on the drive, the person doing the check would have almost certainly showed the customer the dip stick so that he could see the fluid level himself.  The story does not contain any indication that either of these two items occurred.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Well I am not going to argue with Mr. [redacted], likes he has done with me.  Today after work I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.Mr. [redacted] has been told by me that I have now came back twice for resolutions after speaking to the manager [redacted], that is hard to get a hold of and he promised me new tires under warranty after I have my rack and pinion replaced. I did call several times and told [redacted] my tires are super bald on the front and they won’t hold up. I then stated to [redacted] that I can’t get the rack and pinion done till a month’s time, as I need new tires now. He then said I will crunch some numbers and contact you well I believe he blew me off as I never heard from him again. When you get good service you tell the world and when you don’t, you tell the world. I have every right within my honest life to write the CEO and the Revdex.com. We are all going to be judged by God above for the good and bad we do on earth, as per what my priest has told me.  I told Mr. [redacted], he will be asked by God one day why he didn’t help me. I never said what he quoted.  After I did come in for 2 different times for service, to fix problems, they did not help me. I am the victim, I lost. They tried to find other things wrong with my vehicle. I was told just for them to continue to make money off me.  The service guy took my van up on the risers and they invited me out there by my van. The service guy was cranking my steering wheels so rough, I said, please don't break my front end. Then they said it looks like you might need front bearings and that wasn't the problem. I came out of Big O clunking the moment I got new rear drums and brakes installed. The problem they were supposed to be looking for, was in the back end.  They never offered to test drive my van to hear the noise. The Big O I went too did and told me to take it back to whom serviced it for them to fix the problem they caused. Now my van makes a steel clunk upon braking. I am dealing with this at this time. I was told by another Big O, that perhaps my drums were installed wrong. I am not sure. 2. Mr. [redacted] yelled at me so bad on Last Saturday, when he called me for the 3rd time. He called a total of 3 times and we conversed twice on the phone. He called me a Nasty women and I am going to smear his business all over the place. That he was so mean to me with his voice and not let me talk. I had to hold the phone away from my ear. As a business owner, you DON'T YELL AT A CONSUMER PERIOD!!!!!3. My friend over heard the very 1st conversation follow up call to me by Mr. [redacted] per me calling the complaint line, and could not believe how mean he was and I knew from the beginning he wasn’t going to help fix the problem. 4. My husband isn’t going to allow our van to go to that Big O. today, tomorrow or ever again. As we tried twice and they never helped. 5. I was forced to purchase tires at another Big O, as they were bald. I told them about the issues, as they test drove the van before. The service guy told me, if you want tires, regardless, we will put tires on. Why can’t Mr. [redacted]’s store be more corporative? 6. Mr. [redacted]’s store never offered or suggested a front wheel alignment upon me buying and paying for 4 new tires 1 year ago. I was forced to bring it to my BIL’s shop, as I knew they was standard to do. 7. I got two new tires from another Big O and they were too busy for an oil change and wheel alignment so I went directly to another one, for those additional services. Very kind other Big O’s. We will continue trading with them in the future. The one manager said he was surprised that I stayed with Big O after being treated so poorly by one. Well that is because I was told they all have separate owners. I am not interested in anymore correspondence by Mr. [redacted].

I got the initial complaint from [redacted] via a Big O Compliant line, and I called her.  I told her to come in and we would resolve the issues with her brakes and tires.  She explained in detail all the problems she had experienced, all the other stores she had taken...

the vehicle to trying to get resolution, and all the things that other people had told her.  I simply asked her to bring the vehicle in and told her we would fix it.  She told me that her brother in law had done the wheel alignment on the vehicle and that he is a master mechanic.  I told her that I simply wanted to check the alignment and make sure it was correct, and if it was, we would replace the tires.  I told her that I would not pay to have her take the vehicle to a different facility to have the work done.Ms [redacted] failed to bring the vehicle to us so that we could fix it, look at the alignment and replace her tires.  She now wants us to pay for the tires.  This is simply not reasonable.  We cannot tell if the alignment done by her brother in law was correct.  She is expecting us to pay for the cost of the tires, the cost of installation and balancing and the cost of the profit for a different facility, with no prior approval from us. All she had to do was bring her vehicle in and let us fix it. We would have taken care of the problems.When Ms. [redacted] called me back on Saturday March 7, returning my three calls since she had complained again to Big O, she immediately told me that she had gotten her tires replaced at a different store, and she was going to do 3 things to punish me.   1. She was going to tell everyone that we had treated her badly2. Was going to report me to the Revdex.com3. Write a letter to the CEOIn addition the customer informed me that when I died God was going to ask me if I had treated [redacted] nicely, and I would regret it.  She wants to complain about the problem occurring and not being handled to her satisfaction in what seems to be one prior visit, and does not seem interested in letting us fix the problem as we requested. We will not pay for tires purchased at a different location.  We will fix the issue with the brakes, but will not pay for a different location to fix it.  This is because the customer outright rejected our honest offer to fix her vehicle and chose to take a different approach, including attempting to pressure us to pay her through the three steps she outlined.

We did not charge the customer for any oil or fluid for his transmission.  The explanation of every line item on the invoice follows:Lube Oil and Filter Good – The overall description of the work performed for the items that followOil Change Labor – The labor to perform the oil change....

 $12.00Viscosity 10W30 – The manufacturers recommended oil.  This is normal 10W30.  We install 5W30 in all cars as our base oil.  The manufacturer allows this substitution.Eng Oil Cap Qts 4.5 – The capacity of the vehicle.  This is so our employees know the amount of oil to install.  Our base oil change includes up to 5 quarts.Oil Filter – The oil Filter (NAPA 21356) called for.  $5.30Fluid Disposal Fee – A fee added for the disposal of the oil.  This is disclosed in our advertising.  $3.00Tire Rotation – We rotate tires with all oil changes on passenger cars and SUVs if applicable.  If the rotation is not done this is removed.Thank you for choosing Big O Tires – A general purpose thank you.$13.88 Oil Change Discount Waiting – Customer probably brought in a coupon and this is the discount which results in the out the door total.  We have 2 coupon amounts, one for waiting and one for drop off.  Drop off saves an additional $2 since it allows us to manage the work flow more easily.   $-16.58. Check Trans Fluid /////All Fluids /// - A note the back shop to check the transmission fluid and all the vehicles fluids. 5W30 Motor Oil – the charge for the motor oil installed in the engine.  $12.65 We have communicated with Mr. [redacted] on this issue through the Big O Customer Complaint System, and the Arizona Attorney General.  He has made similar but not exact statements in all three channels.  He has indicated that we were responsible for the failure because we put in the wrong fluid, but there is no indication that we put in any fluid.  We do not see where the customer ever indicated that he was told we put in fluid.  The customer was not charged for transmission fluid, although he thought he was charged. We guarantee our work but there are limits.  Specifically:  The repair must be returned to us, not to a different facility with the expectation that we will pay for their work; it does not include incidental or consequential damages. We certainly are not happy that the customer’s transmission failed, but it is clear from the invoice he was not charged for fluid.  The customer has stated that we did put motor oil instead of transmission fluid.  This is not true.  The customer stated that he was charged for an additional quart of motor oil, which is also not true.  Related to the “lied to” allegation, we certainly do not condone the behavior of the employee that failed to check the fluid level in the first place.  But when asked he stated that he had not checked the fluid level.  There was no charge for fluid.  The customer was told that the fluid was not checked.  The paraphrased statement “so dry under there” is construed as a lie by the customer.  We do not take responsibility for the failure of a transmission.  The transmission was leaking and had been for years according to the customer.  It was in an older vehicle.  We never charged the customer for installing transmission fluid.  We are unwilling to do anything to resolve this complaint due to the failure of the customer to contact us in any way prior to his demand that we pay for the complete repair of his vehicle and other charges until after he had completed all the work at a different location.  He states that this is a reasonable behavior but it certainly increased the cost to us had we chosen to do anything.  We had originally offered to pay the customer $300 but he refused and submitted his complaint to every consumer protection agency he could find.  The cost and time of responding to these complaints caused me to change my mind on the offer of reimbursement to maintain customer satisfaction. [redacted]OwnerBig O Tires

I got the initial complaint from [redacted] via a Big O Compliant line, and I called her.  I told her to come in and we would resolve the issues with her brakes and tires.  She explained in detail all the problems she had experienced, all the other stores she had taken...

the vehicle to trying to get resolution, and all the things that other people had told her.  I simply asked her to bring the vehicle in and told her we would fix it.  She told me that her brother in law had done the wheel alignment on the vehicle and that he is a master mechanic.  I told her that I simply wanted to check the alignment and make sure it was correct, and if it was, we would replace the tires.  I told her that I would not pay to have her take the vehicle to a different facility to have the work done.Ms [redacted] failed to bring the vehicle to us so that we could fix it, look at the alignment and replace her tires.  She now wants us to pay for the tires.  This is simply not reasonable.  We cannot tell if the alignment done by her brother in law was correct.  She is expecting us to pay for the cost of the tires, the cost of installation and balancing and the cost of the profit for a different facility, with no prior approval from us. All she had to do was bring her vehicle in and let us fix it. We would have taken care of the problems.When Ms. [redacted] called me back on Saturday March 7, returning my three calls since she had complained again to Big O, she immediately told me that she had gotten her tires replaced at a different store, and she was going to do 3 things to punish me.   1. She was going to tell everyone that we had treated her badly2. Was going to report me to the Revdex.com3. Write a letter to the CEOIn addition the customer informed me that when I died God was going to ask me if I had treated [redacted] nicely, and I would regret it.  She wants to complain about the problem occurring and not being handled to her satisfaction in what seems to be one prior visit, and does not seem interested in letting us fix the problem as we requested. We will not pay for tires purchased at a different location.  We will fix the issue with the brakes, but will not pay for a different location to fix it.  This is because the customer outright rejected our honest offer to fix her vehicle and chose to take a different approach, including attempting to pressure us to pay her through the three steps she outlined.

After contact by Mr [redacted] to at least 3 different complaint agencies - Big O Tires, [redacted], and Revdex.com, this is the first time that the statement has been made that Mr [redacted] returned to our shop for verification that the fluid was full.  There is no record of this in the form of a work order.  If it was pulled in to the shop to do the check, we would have written a work order and would have a record.  If it was checked on the drive, the person doing the check would have almost certainly showed the customer the dip stick so that he could see the fluid level himself.  The story does not contain any indication that either of these two items occurred.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belowWhen the vehicle was brought in the SECOND time your service rep assured us the transmission had been filled. I had no reason to doubt him. When the vehicle failed and we determined it was the transmission, I had no reason to believe it had run out of fluid nor did we initially even suggest it to the repair shop as a possibility. A few days later while waiting for parts, that fear crossed my mind and then We drove to [redacted] and asked the owner to make sure the level was ok. We also did not tell him initially it was your shop who had serviced it. We did not want anyone to think wrong of someone that didn't deserve it.  Two days ago I wrote everyone we had contacted with our concern and expressed our desire to forego any cash settlements. It will have May 5 or 6th postmark. We work hard at being people of integrity and feel taken advantage of. We have traveled from Alaska to the White House and covered 43 different states and always been treated with respect. This is a first for us.We feel bad that your negligence has cost us thousands of dollars but it dims to how often this is going to bother you as you try to continue in the quest for customer trust 

Regards,

The customer still feels that she needs to be compensated for her poor choices.  Ms. [redacted] has stated that she simply wants to make my life difficult and will continue complaining as long as necessary to make that happen.  This seems more like a position that uses organizations like Revdex.com as weapons for demonstrating anger and punishment rather than the mission that Revdex.com would like to convey. I responded to the complaint once Stating our position. Ms [redacted] responded and stated. “Well I am not going to argue with Mr. [redacted], likes he has done with me.  Today after work I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.Mr. [redacted] has been told by me that I have now came back twice for resolutions after speaking to the manager [redacted], that is hard to get a hold of and he promised me new tires under warranty after I have my rack and pinion replaced. I did call several times and told [redacted] my tires are super bald on the front and they won’t hold up. I then stated to [redacted] that I can’t get the rack and pinion done till a month’s time, as I need new tires now. He then said I will crunch some numbers and contact you well I believe he blew me off as I never heard from him again. When you get good service you tell the world and when you don’t, you tell the world. I have every right within my honest life to write the CEO and the Revdex.com. We are all going to be judged by God above for the good and bad we do on earth, as per what my priest has told me.  I told Mr. [redacted], he will be asked by God one day why he didn’t help me. I never said what he quoted.  After I did come in for 2 different times for service, to fix problems, they did not help me. I am the victim, I lost. They tried to find other things wrong with my vehicle. I was told just for them to continue to make money off me.  The service guy took my van up on the risers and they invited me out there by my van. The service guy was cranking my steering wheels so rough, I said, please don't break my front end. Then they said it looks like you might need front bearings and that wasn't the problem. I came out of Big O clunking the moment I got new rear drums and brakes installed. The problem they were supposed to be looking for, was in the back end.  They never offered to test drive my van to hear the noise. The Big O I went too did and told me to take it back to whom serviced it for them to fix the problem they caused. Now my van makes a steel clunk upon braking. I am dealing with this at this time. I was told by another Big O, that perhaps my drums were installed wrong. I am not sure. 2. Mr. [redacted] yelled at me so bad on Last Saturday, when he called me for the 3rd time. He called a total of 3 times and we conversed twice on the phone. He called me a Nasty women and I am going to smear his business all over the place. That he was so mean to me with his voice and not let me talk. I had to hold the phone away from my ear. As a business owner, you DON'T YELL AT A CONSUMER PERIOD!!!!!3. My friend over heard the very 1st conversation follow up call to me by Mr. [redacted] per me calling the complaint line, and could not believe how mean he was and I knew from the beginning he wasn’t going to help fix the problem. 4. My husband isn’t going to allow our van to go to that Big O. today, tomorrow or ever again. As we tried twice and they never helped. 5. I was forced to purchase tires at another Big O, as they were bald. I told them about the issues, as they test drove the van before. The service guy told me, if you want tires, regardless, we will put tires on. Why can’t Mr. [redacted]’s store be more corporative? 6. Mr. [redacted]’s store never offered or suggested a front wheel alignment upon me buying and paying for 4 new tires 1 year ago. I was forced to bring it to my BIL’s shop, as I knew they was standard to do. 7. I got two new tires from another Big O and they were too busy for an oil change and wheel alignment so I went directly to another one, for those additional services. Very kind other Big O’s. We will continue trading with them in the future. The one manager said he was surprised that I stayed with Big O after being treated so poorly by one. Well that is because I was told they all have separate owners. Ms [redacted] states. “I am not interested in anymore correspondence by Mr. [redacted].”“I am going to smear his business all over the place” She fails to state that I offered to replace her tires and fix her brakes.  When I made these offers she verbally said that she would come in.  I assume that she is will state one thing on the phone and then do something different, but that is her choice.  However – We honestly requested that she return so that we could resolve any issues she was having.  She did not return.  Then she went elsewhere and expects us to pay for her choice. Ms [redacted] also states “I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.” She fails to indicate that he told her that her failure to rotate her tires for 18000 miles resulted in her taking responsibility for the tires wearing out.  I offered to replace her tires if she would just return to my store so that we could check her alignment to see if it was correct or not.  She had nothing to lose but refused to respond to this simple request.  I think she listened to my explanation of the reasons and ignored them or just acted like she was agreeing but in reality was not. Additionally I would like for someone from the Revdex.com to contact me by phone at ###-###-#### so we can discuss the positive ways of moving forward with resolving this issue.  Calling the business phone will NOT result in getting in touch with me.  An alternative is to have me call you at an agreed on time.  I will do most anything, but the approach of simply not communicating with me is not working in this case since we have a consumer that does not react positively to normal business offers to fix her problem.  And finally I would like to get some kind of response, preferably by email that you got this email so that I do not have to follow up.

The customer still feels that she needs to be compensated for her poor choices.  Ms. [redacted] has stated that she simply wants to make my life difficult and will continue complaining as long as necessary to make that happen.  This seems more like a position that uses organizations like Revdex.com as weapons for demonstrating anger and punishment rather than the mission that Revdex.com would like to convey. I responded to the complaint once Stating our position. Ms [redacted] responded and stated. “Well I am not going to argue with Mr. [redacted], likes he has done with me.  Today after work I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.Mr. [redacted] has been told by me that I have now came back twice for resolutions after speaking to the manager [redacted], that is hard to get a hold of and he promised me new tires under warranty after I have my rack and pinion replaced. I did call several times and told [redacted] my tires are super bald on the front and they won’t hold up. I then stated to [redacted] that I can’t get the rack and pinion done till a month’s time, as I need new tires now. He then said I will crunch some numbers and contact you well I believe he blew me off as I never heard from him again. When you get good service you tell the world and when you don’t, you tell the world. I have every right within my honest life to write the CEO and the Revdex.com. We are all going to be judged by God above for the good and bad we do on earth, as per what my priest has told me.  I told Mr. [redacted], he will be asked by God one day why he didn’t help me. I never said what he quoted.  After I did come in for 2 different times for service, to fix problems, they did not help me. I am the victim, I lost. They tried to find other things wrong with my vehicle. I was told just for them to continue to make money off me.  The service guy took my van up on the risers and they invited me out there by my van. The service guy was cranking my steering wheels so rough, I said, please don't break my front end. Then they said it looks like you might need front bearings and that wasn't the problem. I came out of Big O clunking the moment I got new rear drums and brakes installed. The problem they were supposed to be looking for, was in the back end.  They never offered to test drive my van to hear the noise. The Big O I went too did and told me to take it back to whom serviced it for them to fix the problem they caused. Now my van makes a steel clunk upon braking. I am dealing with this at this time. I was told by another Big O, that perhaps my drums were installed wrong. I am not sure. 2. Mr. [redacted] yelled at me so bad on Last Saturday, when he called me for the 3rd time. He called a total of 3 times and we conversed twice on the phone. He called me a Nasty women and I am going to smear his business all over the place. That he was so mean to me with his voice and not let me talk. I had to hold the phone away from my ear. As a business owner, you DON'T YELL AT A CONSUMER PERIOD!!!!!3. My friend over heard the very 1st conversation follow up call to me by Mr. [redacted] per me calling the complaint line, and could not believe how mean he was and I knew from the beginning he wasn’t going to help fix the problem. 4. My husband isn’t going to allow our van to go to that Big O. today, tomorrow or ever again. As we tried twice and they never helped. 5. I was forced to purchase tires at another Big O, as they were bald. I told them about the issues, as they test drove the van before. The service guy told me, if you want tires, regardless, we will put tires on. Why can’t Mr. [redacted]’s store be more corporative? 6. Mr. [redacted]’s store never offered or suggested a front wheel alignment upon me buying and paying for 4 new tires 1 year ago. I was forced to bring it to my BIL’s shop, as I knew they was standard to do. 7. I got two new tires from another Big O and they were too busy for an oil change and wheel alignment so I went directly to another one, for those additional services. Very kind other Big O’s. We will continue trading with them in the future. The one manager said he was surprised that I stayed with Big O after being treated so poorly by one. Well that is because I was told they all have separate owners. Ms [redacted] states. “I am not interested in anymore correspondence by Mr. [redacted].”“I am going to smear his business all over the place” She fails to state that I offered to replace her tires and fix her brakes.  When I made these offers she verbally said that she would come in.  I assume that she is will state one thing on the phone and then do something different, but that is her choice.  However – We honestly requested that she return so that we could resolve any issues she was having.  She did not return.  Then she went elsewhere and expects us to pay for her choice. Ms [redacted] also states “I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.” She fails to indicate that he told her that her failure to rotate her tires for 18000 miles resulted in her taking responsibility for the tires wearing out.  I offered to replace her tires if she would just return to my store so that we could check her alignment to see if it was correct or not.  She had nothing to lose but refused to respond to this simple request.  I think she listened to my explanation of the reasons and ignored them or just acted like she was agreeing but in reality was not. Additionally I would like for someone from the Revdex.com to contact me by phone at ###-###-#### so we can discuss the positive ways of moving forward with resolving this issue.  Calling the business phone will NOT result in getting in touch with me.  An alternative is to have me call you at an agreed on time.  I will do most anything, but the approach of simply not communicating with me is not working in this case since we have a consumer that does not react positively to normal business offers to fix her problem.  And finally I would like to get some kind of response, preferably by email that you got this email so that I do not have to follow up.

After contact by Mr [redacted] to at least 3 different complaint agencies - Big O Tires, [redacted], and Revdex.com, this is the first time that the statement has been made that Mr [redacted] returned to our shop for verification that the fluid was full.  There is no record of this in the form of a work order.  If it was pulled in to the shop to do the check, we would have written a work order and would have a record.  If it was checked on the drive, the person doing the check would have almost certainly showed the customer the dip stick so that he could see the fluid level himself.  The story does not contain any indication that either of these two items occurred.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Well I am not going to argue with Mr. [redacted], likes he has done with me.  Today after work I got a call from MR. [redacted]. He sounds like such a nice, respectable regional manager.Mr. [redacted] has been told by me that I have now came back twice for resolutions after speaking to the manager [redacted], that is hard to get a hold of and he promised me new tires under warranty after I have my rack and pinion replaced. I did call several times and told [redacted] my tires are super bald on the front and they won’t hold up. I then stated to [redacted] that I can’t get the rack and pinion done till a month’s time, as I need new tires now. He then said I will crunch some numbers and contact you well I believe he blew me off as I never heard from him again. When you get good service you tell the world and when you don’t, you tell the world. I have every right within my honest life to write the CEO and the Revdex.com. We are all going to be judged by God above for the good and bad we do on earth, as per what my priest has told me.  I told Mr. [redacted], he will be asked by God one day why he didn’t help me. I never said what he quoted.  After I did come in for 2 different times for service, to fix problems, they did not help me. I am the victim, I lost. They tried to find other things wrong with my vehicle. I was told just for them to continue to make money off me.  The service guy took my van up on the risers and they invited me out there by my van. The service guy was cranking my steering wheels so rough, I said, please don't break my front end. Then they said it looks like you might need front bearings and that wasn't the problem. I came out of Big O clunking the moment I got new rear drums and brakes installed. The problem they were supposed to be looking for, was in the back end.  They never offered to test drive my van to hear the noise. The Big O I went too did and told me to take it back to whom serviced it for them to fix the problem they caused. Now my van makes a steel clunk upon braking. I am dealing with this at this time. I was told by another Big O, that perhaps my drums were installed wrong. I am not sure. 2. Mr. [redacted] yelled at me so bad on Last Saturday, when he called me for the 3rd time. He called a total of 3 times and we conversed twice on the phone. He called me a Nasty women and I am going to smear his business all over the place. That he was so mean to me with his voice and not let me talk. I had to hold the phone away from my ear. As a business owner, you DON'T YELL AT A CONSUMER PERIOD!!!!!3. My friend over heard the very 1st conversation follow up call to me by Mr. [redacted] per me calling the complaint line, and could not believe how mean he was and I knew from the beginning he wasn’t going to help fix the problem. 4. My husband isn’t going to allow our van to go to that Big O. today, tomorrow or ever again. As we tried twice and they never helped. 5. I was forced to purchase tires at another Big O, as they were bald. I told them about the issues, as they test drove the van before. The service guy told me, if you want tires, regardless, we will put tires on. Why can’t Mr. [redacted]’s store be more corporative? 6. Mr. [redacted]’s store never offered or suggested a front wheel alignment upon me buying and paying for 4 new tires 1 year ago. I was forced to bring it to my BIL’s shop, as I knew they was standard to do. 7. I got two new tires from another Big O and they were too busy for an oil change and wheel alignment so I went directly to another one, for those additional services. Very kind other Big O’s. We will continue trading with them in the future. The one manager said he was surprised that I stayed with Big O after being treated so poorly by one. Well that is because I was told they all have separate owners. I am not interested in anymore correspondence by Mr. [redacted].

Our main goal at Big O is to ensure the safety of our

customers as related to their vehicle. Unfortunately, this customer did not see

the value in our service when we informed her that her tire was literally

splitting apart and that her brakes were metal to metal and grinding.  All we wanted...

is a local enforcement facility

to release the vehicle to the customer and release us of any liability due to

the fact that she was riding around with three children in the vehicle.  This is due to the behavior of lawyers in today's environment.  We

apologize since the customer obviously feels differently about our

recommendations.