Big O Tires #4169

*** *** Please contact the store manager Marcio A***, I have instructed Marcio to give you a refund in full as gesture of good will and customer satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company claims there is nothing they could do about the "wrong" tires being placed on back. However, they could have informed us that there were "wrong" tires on back, and that it is highly recommended that the tires be the same on AWD vehicles or mechanical issues could happenThen they could have asked, "do you still want to continue with putting these tires on or would you like us to replace all 4" The companies we talk with said that it is a common practice that all tires be the same and that they make sure that the tires on front and back have close to the same tread before putting on only tiresSome don't even put on only tires on AWDWe think it is unusual coincidence that our transfer case go out on us twice on long trips months after we get these different tires on, and then when we get another transfer case and new tires had no problems making the rest (3/of it )of the long trip. The decision to get new tires rested solely on a couple of mechanics (and a couple of tire companies) telling us that having different tire sizes on an AWD is a no - no and could have a direct result in putting pressure on the transfer caseIf we were not told this by the mechanics we would have not bought new tires and would have had them find out what the "real" cause could beThis strong unusual coincidence only leads us to believe that the tires had an impactWe are continuing to research reliable expert opinions on the likelihood of the tires being the main cause, including the mechanical issues that our year, make and model of car has had. Even though we were out $as a result of it all, we were only hoping the Big O would cover the cost of the second transfer case and tires, knowing that the first original transfer case had a lot of miles on it and could have failed as a result of being old ($was the cost)We had the car for only a couple of years and it was our first AWDNow we check our tire sizes all the time and encourage Big O to change their employee policy/paperwork to include that they have checked and listed (on their paperwork) all the tire sizes on the cars they serviceWe don't want other customers to experience what we did
Regards,
*** * *** ***

Vehicle did not have the original tires on from the manufactureThe customer and I discussed thisOur findings was that this order for two tires was over the phone since we do not normally stock a 19inch tireWe would have looked the tire size up by application which would show a 235/55rtire,
we ordered them and when they were here the vehicle came inWe installed the tires with no other thought that the vehicle would have a bigger than manufacture tire size on the vehicleBig O installed the factory size on the front of the vehicle with no recollection of being two different sizes We put what the manufacture required on the vehicle, if someone else changed that size there is nothing that we can do about it

This customer came in for an oil change, the best two tires were on the rear of the vehicle, the front tires were down to the wear bars or 2-3/32nds, so the tires were not rotated as it becomes a safety issue at this pointthere was no "bolt" in the tire at the time of the oil change as it was
leaking really fast when he came inThe items that were mentioned to him were part of his 105,mile owners manual maintenance and were simply informing him of what was going to be due on the vehicle in the futureThe customer left happily in the morning and returned hours later with a flat tireThis "bolt" could have been picked up anywhere in hrsBig O had nothing to do with itWe offered to match the same tire that he purchased on the left rear on the car several months agoWe did nothing wrong in matching up the tire and did not try to sell him the most expensive tireI never told him we rotated his tires and have a signature on the original paperwork that shows no rotation was done, with his sign off, and at the end on the invoice The bolt was in the section of tire next to the edge and is not a safe repair and big o would not repair itA small repair shop, may fix it and not care about this customers safety

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This vehicle has been long since finished, the accusations made by this customer are ridiculous. we provided service to the customer he paid the amount that was owed by him and he has been gone. this complaint is old and I DO JOT WANT IT TO SHOW ON MY ACCOUNT We owe this customer
nothing and this complaint needs to be erased now!

[redacted] the store manager has contacted the customer and left a message to have her call him back and we will offer a refund for the amount requested by the customer, she just needs to go by store and speak to [redacted].

RE: Complaint ID # [redacted]This is in response to [redacted] & [redacted] complaint.  After talking to [redacted] about the issue I told him to call me back if he had any other questions or concerns.  I never heard back from him.  The vehicle had the transfercase leaking fluid.  Putting tires on a vehicle [redacted] not make a transfercase start leaking.  The vehicle had 139,577 miles on it when it came into our shop.  This vehicles maintenance recommends servicing the transfercase every 15,000 miles in a severe climate state which Arizona is.  [redacted] put an optional tire size on prior.   Big O Tires put the original tire size that is recommended for his vehicle on.  We are not saying that [redacted] would be at fault either because the AWD systems in the Chrysler Pacificas are not that sensitive in the minimal difference in tire size.  The vehicle with this mileage on it and having the transfercase leaking fluid is what caused this issue.  The customer took his vehicle on a road trip after we installed the tires and the transfer case went out on him.  At that time they had another shop replace the transfercase with a used transfercase.  After continuing on their trip that transfercase went out as well.  At that time the customer stated that they had another shop put another transfercase and four new tires on it.  They have not had any issue since then.  Putting a used part in you never know what kind of condition it is in internally.  At this point Big O Tires stands behind its former response and is not admitting any guilt or wrong doing in this issue.  Thank you,Rob R[redacted]Operations ManagerBig O Tires District Office

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it...

before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Marcio, The store manager has a door handle at the store and will contact the customer today to schedule an install.

This customer came in for an oil change, the best two tires were on the rear of the vehicle, the front tires were down to the wear bars or 2-3/32nds, so the tires were not rotated as it becomes a safety issue at this point. there was no "bolt" in the tire at the time of the oil change as it was...

leaking really fast when he came in. The items that were mentioned to him were part of his 105,000 mile owners manual maintenance and were simply informing him of what was going to be due on the vehicle in the future. The customer left happily in the morning and returned 5 hours later with a flat tire. This "bolt" could have been picked up anywhere in 5 hrs. Big O  had nothing to do with it. We offered to match the same tire that he purchased on the left rear on the car several months ago. We did nothing wrong in matching up the tire and did not try to sell him the most expensive tire. I never told him we rotated his tires and have a signature on the original paperwork that shows no rotation was done, with his sign off, and at the end on the invoice.  The bolt was in the section of tire next to the edge and is not a safe repair and big o would not repair it. A small repair shop, may fix it and not care about this customers safety.

[redacted] the store manager has contacted the customer and left a message to have her call him back and we will offer a refund for the amount requested by the customer, she just needs to go by store and speak to [redacted].

This vehicle has been long since finished, the accusations made by this customer are ridiculous. we provided service to the customer he paid the amount that was owed by him and he has been gone. this complaint is old and I DO JOT WANT IT TO SHOW ON MY ACCOUNT.  We owe this customer...

nothing and this complaint needs to be erased now!

Vehicle did not have the original tires on from the manufacture. The customer and I discussed this. Our findings was that this order for two tires was over the phone since we do not normally stock a 19inch tire. We would have looked the tire size up by application which would show a 235/55r19 tire,...

we ordered them and when they were here the vehicle came in. We installed the 2 tires with no other thought that the vehicle would have a bigger than manufacture tire size on the vehicle. Big O installed the factory size on the front of the vehicle with no recollection of being two different sizes.  We put what the manufacture required on the vehicle, if someone else changed that size there is nothing that we can do about it.

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory. I now have the warranty and everything at the price previously agreed upon.

Regards,

[redacted] D[redacted]

[redacted] 
Please contact the store manager Marcio A[redacted], I have instructed Marcio to give you a refund in full as gesture of good will and customer satisfaction.

I have reviewed the response made by the...

business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

RE: Complaint ID # [redacted]This is in response to [redacted] & [redacted] complaint.  After talking to [redacted] about the issue I told him to call me back if he had any other questions or concerns.  I never heard back from him.  The vehicle had the transfercase leaking fluid.  Putting tires on a vehicle [redacted] not make a transfercase start leaking.  The vehicle had 139,577 miles on it when it came into our shop.  This vehicles maintenance recommends servicing the transfercase every 15,000 miles in a severe climate state which Arizona is.  [redacted] put an optional tire size on prior.   Big O Tires put the original tire size that is recommended for his vehicle on.  We are not saying that [redacted] would be at fault either because the AWD systems in the Chrysler Pacificas are not that sensitive in the minimal difference in tire size.  The vehicle with this mileage on it and having the transfercase leaking fluid is what caused this issue.  The customer took his vehicle on a road trip after we installed the tires and the transfer case went out on him.  At that time they had another shop replace the transfercase with a used transfercase.  After continuing on their trip that transfercase went out as well.  At that time the customer stated that they had another shop put another transfercase and four new tires on it.  They have not had any issue since then.  Putting a used part in you never know what kind of condition it is in internally.  At this point Big O Tires stands behind its former response and is not admitting any guilt or wrong doing in this issue.  Thank you,Rob R[redacted]Operations ManagerBig O Tires District Office

[redacted] the area manager has spoken to the customer in regards to this complaint, we have given this customer the warranties in question and the customer has stated the complaint is resolved.

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,