Big O Tires #4187

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. All of which [redacted] stated reguarding my "oil leak" stand true. However, the "hoodlatch handle" has been fixed. But not prior to the Big O Tire store abusivly opened my vehicles hood. This resulting in a damaged interior "hoodlatch panel". This is the hard peice of plastic surrounding the handle that releases the hood inside the vehicle. My preferred Mini Cooper mechanic stated that it looks like the Big O Tire person must have abruptly fiddled with the handle this resulting in the damage. I am unconcerned with the difficulties I may have experienced prior to any confrontation that may has happened. My concern is the paneling as picture above has been damaged. Along with my time spent off work to deal wrh this issue. And [redacted] ***' lack of any form of customer service. He stated several times that he has a "verbal policy" in which he, "doesn't have to deal with me". In summary, This facility damaged my car which was previously undamaged before it took it in, and they have caused a huge inconvenience for me and my family. Regards, [redacted]

[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]

Store Mgr contacted customer and explained the warranty and discussed her bill. Customer understood. Ms [redacted] came in 12/20 am and Per customer satisfaction , we warrantied the 2 remaining tires and rechecked the alignment. Verified the hose clamp question and inspected with Ms. [redacted] .... Coolant was seen by both of us and Ms [redacted] will converse with her mechanic to correct. After a closing conversation and a follow up phone call with Ms [redacted] , she was happy with the solution to her concern.

The chain of events is as followCustomer did come in For an oil change 6/29/6/30/customer called and spoke to store manager and stated his car was leakingWas told to bring car in and we would gladly inspect vehicle and correct issueCustomer then called again and said his battery failed and he could not open his hoodI (store mgr) sent employees to his house to assistWe was discovered that a small puddle of oil was under the vehicleThe customer ." [redacted] " admitted to my employees that the hood release had been giving him difficulty recently and always had to pull harder to open itHe stated , that morning the hood release made a snap sound and failed while HE was trying to open itI then towed the vehicle to our store at no charge to the customerDiagnosed all necessary repairs at no charge and gave an estimateRepaired the oil leaking from the drain plug gasket and verified leak was fixedCustomer declined all additional repairs and stated he would tow his vehicle to his "mini cooper" mechanicThe oil change was refunded to the customer as a result of the gasket leaking again at another shop No further compensation will be given as problems were pre-existing per customers statement and not damaged here

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 reason I do not feel satisfied is because quite frankly they are missing my points.- The very first day I picked up my vehicle, I was told that it was fixedIt was not fixedWhy tell me to come pick up my car, allow me to leave knowing that my vehicle still had the same issueI had to go back inside and show the person working there, that my check engine light, which is what I brought it in for, was still onThat is not only bad customer service, but shoddy work.- Again, they keep saying that they told me the spark plugs were "a starting point"I disagreeWhoever I spoke with told me it would resolve the issue and that it was not the fuel injector I told to be the issue by another companyThe second time, I was informed that it could be the fuel injector which is what I told them when I first brought it inAnd they very "conveniently" wrote on my second printout of service, that I was informed of it being "a starting point", however that was left off the first printout of service I received. - See screenshot attachedTheir own employee told me that the issue with my car was misdiagnosed and he would fix the issue, no charge because they not only misdiagnosed it, but put parts in my vehicle that I clearly did not need and which I had to pay for.- In regards to them saying that they removed the ignition coil and injector that they used to test the carAgain, as the screenshot shows, their employee said he would put a new one in there at no chargeSo its untrue that they say they were only "used to test"But either wayWhy would they remove that once they determined it was not the issue and not remove the spark plugs as well, which they also determined was not the issueI had to pay for spark plugs I clearly did not need as wellThey said in their response that I received parts and service, yes, but it was parts and service I did not need due to their misdiagnose. Hence I want a refundAnd their "service" has done more harm than good to my vehicle.Regards,
*** ***

The customer requested a diagnosis due to a check engine light.  The customer was aware that there is a charge fore the diagnosis which is 89.99.  After complete the diagnosis the technician found a bad wheel speed sensor.  GM only offers the speed sensor with the hub that is the way GM designed the part.  After contacting the customer with our findings, the customer said he would buy the parts himself and fix the problem.  Big O provided an accurate diagnosis therefore we will'not refund the customer.

Store Mgr contacted customer and explained the warranty and discussed her bill. Customer understood. Ms [redacted] came in 12/20 am and Per customer satisfaction , we  warrantied the 2 remaining tires and rechecked the alignment. Verified the hose clamp question and inspected with Ms. [redacted]....

Coolant was seen by both of us and Ms [redacted] will converse with her mechanic to correct. After a closing conversation and a follow up phone call with Ms [redacted], she was happy with the  solution to her concern.

When the vehicle first came in, the customer had requested to replace a fuel injector as was diagnosed elsewhere prior. Informed the customer that an injector may not fic the issue and recommended diagnosing the problem. Customer was offered to replaced the spark plugs and coil boots as a starting...

point. The plugs were worn and the boots were tearing when removing. The customer was informed that this was a "starting point" He ok'd the repairs and that is when the coil boots were discovered. Customer declined to pay for the boots and they were replaced at no charge. the check engine returned and we proceeded further with diagnoses. We verified injectors and an ignition coil and still with the same code and issue. Advised customer of 2 potential issues and he declined repairing. We removed the ignition coil and injector that were used  to test and reinstall his since these parts were still functional. His spark plugs that he paid for as a starting point remain in the car. The customer was given a a ride to work by a big o tires employee to show that we were doing everything in our power to fix his issue. The customer paid for parts and repairs and received those parts and repairs. Any further questions , feel free to contact me directly.[redacted]

[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]

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.
All of which [redacted] stated reguarding my "oil leak" stand true. However, the "hoodlatch handle" has been fixed. But not prior to the Big O Tire store abusivly opened my vehicles hood. This resulting in a damaged interior "hoodlatch panel". This is the hard peice of plastic surrounding the handle that releases the hood inside the vehicle. My preferred Mini Cooper mechanic stated that it looks like the Big O Tire person must have abruptly fiddled with the handle this resulting in the damage.
I am unconcerned with the difficulties I may have experienced prior to any confrontation that may has happened.
My concern is the paneling as picture above has been damaged. Along with my time spent off work to deal wrh this issue. And [redacted]' lack of any form of customer service. He stated several times that he has a "verbal policy" in which he, "doesn't have to deal with me".
In summary, This facility damaged my car which was previously undamaged before it took it in, and they have caused a huge inconvenience for me and my family.
Regards,
[redacted]

ON 10/29/2015 customer [redacted]ll came to Big O to have his vehicle diagnosed.The check engine light was on when the vehicle arrived.  We had our master technician complete athe diagnostic and Rob was told he would be changed $97.75 for the diag  Our technician found a code which...

related to the speed sensor on the left front.  Our sales staff called a General Motors dealership to get pricing on the speed sensor.  Unfortunately GM does not offer a speed sensor separate from the hub assembly.  The GM part number is [redacted]  In order to fix the vehicle correctly Rob would have to replace both the hub and sensor.  Mr Russell stated he was going to get the parts and fix the vehicle himself.Unfortunately Big O provided a proper diagnostic on his vehicle and recommended a correct repair.  Big O will not refund monies on the service performed.

The chain of events is as follow. Customer did come in For an oil change 6/29/14. 6/30/14 customer called and spoke to store manager and stated his car was leaking. Was told to bring car in and we would gladly inspect vehicle and correct issue. Customer then called again and said his battery failed...

and he could not open his hood. I (store mgr) sent 2 employees to his house to assist. We was discovered that a small puddle of oil was under the vehicle. The customer ."[redacted]" admitted to my employees that the hood release had been giving him difficulty recently and always had to pull harder to open it. He stated , that morning the hood release made a snap sound and failed while HE was trying to open it. I then towed the vehicle to our store at no charge to the customer. Diagnosed all necessary repairs at no charge and gave an estimate. Repaired the oil leaking from the drain plug gasket and verified leak was fixed. Customer declined all additional repairs and stated he would tow his vehicle to his "mini cooper" mechanic. The oil change was refunded to the customer as a result of the gasket leaking again at another shop.  No further compensation will be given as problems were pre-existing per customers statement and not damaged here.

The chain of events is as follow. Customer did come in For an oil change 6/29/14. 6/30/14 customer called and spoke to store manager and stated his car was leaking. Was told to bring car in and we would gladly inspect vehicle and correct issue. Customer then called again and said his battery failed...

and he could not open his hood. I (store mgr) sent 2 employees to his house to assist. We was discovered that a small puddle of oil was under the vehicle. The customer ."[redacted]" admitted to my employees that the hood release had been giving him difficulty recently and always had to pull harder to open it. He stated , that morning the hood release made a snap sound and failed while HE was trying to open it. I then towed the vehicle to our store at no charge to the customer. Diagnosed all necessary repairs at no charge and gave an estimate. Repaired the oil leaking from the drain plug gasket and verified leak was fixed. Customer declined all additional repairs and stated he would tow his vehicle to his "mini cooper" mechanic. The oil change was refunded to the customer as a result of the gasket leaking again at another shop.  No further compensation will be given as problems were pre-existing per customers statement and not damaged here.

there was no check engine light on and I had ask you to find out what was making a whining noise under the hood. They came back with some bogus repairs in hopes I would accept to repairs over the phone. Nothing that was diagnosed needed repair, wiring before the sensor was frail and the whining sound I ask you to check on was a water pump not 4 idler belt tensioners. You guys are scammers. Again all repairs needed where bogus trying to milk a customer out of nearly a $1000, when all I needed was maybe $200.

ON 10/29/2015 customer [redacted]ll came to Big O to have his vehicle diagnosed.
The check engine light was on when the vehicle arrived.  We had our master technician complete a
the diagnostic and Rob was told he would be changed $97.75 for the diag  Our technician found a...

code which related to the speed sensor on the left front.  Our sales staff called a General Motors dealership to get pricing on the speed sensor.  Unfortunately GM does not 
offer a speed sensor separate from the hub assembly.  The GM part number is [redacted]  In order to fix the vehicle correctly Rob 
would have to replace both the hub and sensor.  Mr Russell stated he was going to get the parts and fix the vehicle himself.
Unfortunately Big O provided a proper diagnostic on his vehicle and recommended a correct repair.  Big O will not refund monies on 
the service performed.

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.The reason I do not feel satisfied is because quite frankly they are missing my points.- The very first day I picked up my vehicle, I was told that it was fixed. It was not fixed. Why tell me to come pick up my car, allow me to leave knowing that my vehicle still had the same issue. I had to go back inside and show the person working there, that my check engine light, which is what I brought it in for, was still on. That is not only bad customer service, but shoddy work.- Again, they keep saying that they told me the spark plugs were "a starting point". I disagree. Whoever I spoke with told me it would resolve the issue and that it was not the fuel injector I told to be the issue by another company. The second time, I was informed that it could be the fuel injector which is what I told them when I first brought it in. And they very "conveniently" wrote on my second printout of service, that I was informed of it being "a starting point", however that was left off the first printout of service I received. - See screenshot attached. Their own employee told me that the issue with my car was misdiagnosed and he would fix the issue, no charge because they not only misdiagnosed it, but put parts in my vehicle that I clearly did not need and which I had to pay for.- In regards to them saying that they removed the ignition coil and injector that they used to test the car. Again, as the screenshot shows, their employee said he would put a new one in there at no charge. So its untrue that they say they were only "used to test". But either way. Why would they remove that once they determined it was not the issue and not remove the spark plugs as well, which they also determined was not the issue. I had to pay for spark plugs I clearly did not need as well. They said in their response that I received parts and service, yes, but it was parts and service I did not need due to their misdiagnose. Hence I want a refund. And their "service" has done more harm than good to my vehicle.Regards,

The customer requested a diagnosis due to a check engine light.  The customer was aware that 
there is a charge fore the diagnosis which is 89.99.  After complete the diagnosis the technician 
found a bad wheel speed sensor.  GM only offers the speed sensor with the hub that is the way 
GM designed the part.  After contacting the customer with our findings, the customer said he would 
buy the parts himself and fix the problem.  Big O provided an accurate diagnosis therefore we will'
not refund the customer.

This customer was in the Store on [redacted] in Gilbert on 7/29/2012 and had 4 tires and an alignment done at this time, this customer has never been back to this location for either the required free tire rotation maintenance or any other service. The Alignment service has a 3mo 3,000 mile...

warranty on it and we are beyond this point, parts failure or hitting something can also put the alignment out of specs and cause tire wear. For any shop to try and say that this type of service was never performed is ridiculous, you cant  look under the car 11,000 miles and a year and a half later and determine if an alignment had been performed prior? We would be more than happy to offer this customer a set of tires at a discounted price and recheck the alignment to determine if it is needed or not. Please have the customer contact [redacted] at the [redacted] location for further assistance.

[redacted], our area manager has spoken to the customer and has apologized and we are going to take care of the last Stem she wanted replaced.

When the vehicle first came in, the customer had requested to replace a fuel injector as was diagnosed elsewhere prior. Informed the customer that an injector may not fic the issue and recommended diagnosing the problem. Customer was offered to replaced the spark plugs and coil boots as a starting...

point. The plugs were worn and the boots were tearing when removing. The customer was informed that this was a "starting point" He ok'd the repairs and that is when the coil boots were discovered. Customer declined to pay for the boots and they were replaced at no charge. the check engine returned and we proceeded further with diagnoses. We verified injectors and an ignition coil and still with the same code and issue. Advised customer of 2 potential issues and he declined repairing. We removed the ignition coil and injector that were used  to test and reinstall his since these parts were still functional. His spark plugs that he paid for as a starting point remain in the car. The customer was given a a ride to work by a big o tires employee to show that we were doing everything in our power to fix his issue. The customer paid for parts and repairs and received those parts and repairs. Any further questions , feel free to contact me directly.[redacted]