Big O Tires #4149

Review: I went to this location for an oil change and was told I needed brake pads I thanked them and said my husband would look into it because he could change them himself. I was told that would be fine but in order to release the vehicle the local police would have to be called to check the vehicle. Is this legal to hold someone's vehicle? When he pulled the pads, they were not metal to metal as he stated. My husband spoke to the representative after which the man there ended up screaming at me in the lobby in front of my kids and refused to put the pads on. I agreed to put them on after I was told I would have to wait for the police to come. What else am I going to do? He kept trying to make a deal like come back with the pads and we will put them on for half price. In my mind I'm thinking I don't need people taking things apart on my vehicle when I'm not aware of it so they can find more things wrong with it and try to hold it again. When I first got there he was upset I wasn't going to buy new tires because one of the new ones I bought somewhere else had some lines on the side. I tool it back to where I bought it, why would I buy a new one when I have it under warranty? I feel like they get your vehicle in, take things apart, and find things wrong then demand that you fix it by threatening you.Desired Settlement: I would like this practices of this business looked into. As consumers we shouldn't have to feel like we are being taken advantage of. This situation is a definite abuse of power.

Business

Response:

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.

Has an appointment for 11 am on Friday the 4th of March. I got there at the place early. After telling the man what I needed he told me the 4 tires ( buy 2 get 2) oil chance, an alignment package would cost me 551.00 Ok fine I said.. 12:45 I get told that the passenger side control arm needed to be changed, but no one said to me that they had to order that part. Now come 3 pm " the only thing that has to be done is the alignment but waiting for a open bay".... I had lunch there I had to go and buy and fell asleep waiting. Now that quote of 551.00 has gone up to 900.00! I had to say ok so I could get my SUV and get home.

No one cared but one who is Charlie... But 900.00! wow... No more!! They got the tires on first which was smart on their side or I would have said no to the tires now....

I went to Big O Tires @ [redacted] St Mesa AZ 85205. I went there for an oil change . they went and did a complete diagnostic check on my pontiac without my authorazation, they came back with over $1800 dollars worth of work need , which is impossible because I just bought the car and its still under warrenty. when I refused there work they retaliated and let the air out of the tires all the way down to 21 PSI's and in turn messed up the tire inflation monitor system on my car. People should know how they practice there work and business ethics are. I believe it was because I am a women and they thought I was ignorant about my car. Someone needs to look into ther company

Review: 13/03/2015Big O Tires #004149Re: Repair claimTo whom it Concerns.On January 13, 2015, my wife [redacted] and I visited the Big O Tire Store at [redacted] to get our 1998 Kia Sportage Licence FZH 891 serviced. The sales staff were friendly and professional. We expressed we had to take the Kia on an unexpected 2000 mile trip in mid March and I told them to be sure and top up the transfer case and manual transmission and expected an extra fee for that. There was a cardboard under the front of the vehicle for 2 years and it had a two foot oil stain on it.When we came to pick up the vehicle the service writer told me the total and I said it cannot be right, it had to need some gear oil. He asked the tech how much fluid it took and the tech looked at me and asked the writer if he could talk to him in the back. When the writer came back he said the tech told him it was so dry under there, that he saw no need to check the fluids. I told him it was filthy underneath and that is why I wanted to make sure the fluid were filled up. He apologized, brought the Kia back into the shop but this time he came back and said the Kia was so full of oil under there, that it would need a shampoo to determine the leaks. Obviously, we had just been lied to. I told him we knew the nature of the leaks and just wanted all the fluids topped up for the trip. After 5 min. he came back and added another quart of 5w30 motor oil to the bill. For the past few years we use the vehicle for city use only due to its rough ride and relatively poor A/C. On Feb 17 we booked a golf game 60 miles from our home and felt this would be a good short test before we headed out in March. The vehicle shifted and drove without any noise or incident. We were traveling at 75 mph on Highway 10 near Casa Grande when suddenly, and without any warning, there was a snap and a loud winding sound. At first I thought clutch or drive axle, two things that I hadnt told them to check, but as I eased it off the freeway I felt fairly sure it was the manual transmission. [redacted] towed it home and I called the [redacted] garage to get a price. They emailed me a quote for $2600.00. I checked online with some auto salvage yards to check availability. I also called [redacted] on Dobson Road, because he works on imports and had done other repairs a year earlier at a fair price. His price was 1600.00 plus fluids and seals. I called [redacted] and had the tow truck take the car to [redacted]. When I picked up the vehicle on March 6, the owner brought up a container with the transmission oil in it. There was less than a pint of fluid. (Kept for evidence) Wed. Mar 11, I told [redacted] that the Manager of Big O Tires said if it was that low, the damage was there before I brought it in for service 1300 miles earlier. [redacted] said that Getrag makes a very well engineered transmission with a reserve sump and if run at slow speeds there was enough to keep gears and bearings lubricated. However when run at sustained highway speeds, the bearings would starve. In other words if I only used it to get groceries I might not of noticed the error for years. Big O tires added a quart of 5w30 to my bill, but both Kia and Getlag recommend 75w90 synthetic gear oil. I would not have done any drive train service like a new clutch or slave cylinder except both garages I talked to recommended that because I had to take the transmission out anyway, it was best to do at the same time.On Monday March 6, I went onto the web page for Big O Tires and left a message as to what happened. Tues March 7, [redacted] from Big O Tire called and openly admitted that they put no oil in the transmission but the damage was done way before and they would pay only a portion of my claim. He promised to call me back Thursday and no one has called. [redacted] also said I owed it to him to let him fix it. First I did not know it was Big O Tires fault and I wanted an import shop to look at it. [redacted] would not tear it down for inspection until they had a unit to put back in. We did not know we had fluid level problem until they took it out a week later. Our claim is for the days I had to have a U-drive - Feb 17-26 $622.62Used transmission and labour. $1541.43 Total claim $2164.05 I can be reached at [redacted] and ###-###-####.Thank you for attention to this matter [redacted] Cc... Big O Tires Inc.; Revdex.com Arizona; [redacted]Desired Settlement: $2164.05 check or money order.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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.

We went there for tires. We were pleased to find that they did oil changes, lubrication, and mechanical inspections as well. It was a recently purchased used truck, so it needed a close inspection and probably all fluids checked. We specifically requested that they check the levels on the manual transmission, the front dif, the rear dif, and the transfer case, and made it clear that the truck was going on a long trip the next day. At some point they did an alignment check, and declared that the vehicle could not be aligned because it needed new ball joints, Pittman arm, and idler arm, to the tune of $1000. We paid for the tires and oil change, but declined the other hardware because of the impending 2000 mile journey.

The next morning we started looking at the vehicle. It was obvious that none of the case plugs had been touched. The front dif was ~1/2 qt low (and the plug was crusted in place). The rear dif was ~1/2 qt low, and the plug was covered over with dried mud. The transmission oil was ~1/2 qt low, and the plug was crusted in place. The transfer case was not low, but the plug had to be excavated from dried mud. Also what ran out was black as liquid coal. Obviously none of these fluids had been checked for years.

Then there were the grease joints. They also were not serviced. It took the better part of a tube of grease to get them filled up. These are the standard 11 grease points common to all Chevy HD trucks of that era. How is it possible that they missed every single one??? Dry lube joints contributed greatly to the play in those components, which lead to the diagnosis of bad every-joint. Odd that they missed the tie-rod ends, since they were actually the worst of the bunch.

Overall I would judge this business dangerously incompetent. I was stunned by the lack of attention to even the most basic lubrication requirements. Apparently if it was not accessible under the hood, they ignored it completely. Well, almost completely. The under-body blindness did not preclude the attempt to sell us all of the parts associated with the steering linkage.

Review: I purchased 4 tires at this big o Tires and shortly after that, I received a front wheel alignment. My van was driving smooth until I went back into this Big O tires for an oil change. the tech stated that I needed back brakes upon inspecting my vehicle. I then called my husband for the Ok and then I authorized this to be done. then the tech came back and stated to me that I needed rear drums and I could not drive it in that condition without. so I called my husband again and received the service, rear brakes and drums. As I paid the bill and drove off, I noticed immediately a clonky really loud sound coming from the back just driving the van. I then took it to another Big O to help me. they tested drove it and said I needed to take it back where I had the service done, as that is their responsibility of fix it. I called down which takes along time to get a manager to answer and then call me back. I then brought it back for the noise, clunk sound, which was pretty bad. they tech got it up on the risers and started just turning my wheels as the front hub cabs were off. I stated, as I was right there, that it was my back brakes/drums. not my front side, as the tech said, oh you might need front bearings. Jeez, that is not why I brought the van in. Did they test drive it, nope and they sent me on my way. I then kept noticing my front tires were needed a lot of air all the time and were getting quite bald compared to the front ones. I brought it to another big O tires to have them checked. they started to me that my tires were worn out and needed replaced. I needed to contact this Big O and have them warranty these two tires. I did again upon several attempts to try and contact the manager, he then called me back and said they would reimburse me once my BIL fixed the clonk sound and then warranty my tires. I then came down again for him to see them. Honestly, he said I needed to get a rack and pinion put in first before the tires, then blew me off. I called corporate twice. the story continues.Desired Settlement: I would like $201.00 reimbursed to me, for replacing my 2 front tires today. And the Cost of repairs for the clonk noise. You aren't to leave a place in worse noises then when you came in. the owner argued with me, upon calling me three times and called me a "nasty women." I don't argue but will defend my honesty. what happened to the "customer is right" and I was treated very unfairly. Never will I return.

Business

Response:

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.

Consumer

Response:

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].

Business

Response:

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.