Big O Tires #4187

Please advise the customer to return for further diagnostic at no charge so that we may clear resolve is issue.

[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,

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,

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,

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.

Review: I paid to have my car problem identified $97.75 only to find out it was diagnosed incorrectly due to trying to up sell me for problems that did not exist. I was told I needed wheel bearing replaced due to faulty sensor when it was a wire to the sensor, A $10 fix as opposed to a $300 repair. Also was told I needed all idler belt tensioners replaced for $400 when in fact it's my power steering pump making noise. My issues where not diagnosed correctly and I want my monies refunded.Desired Settlement: I want $97.75 refunded.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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.

Review: Big o did not do a four wheel ailment when I bought 4 new tires. They are not able to find the paper work on it from when it was done. 10k miles later the inside of all four tires are now bald and bad. Big o would not honor the warranty. Also I had a oil change done and was not told that this was the case with the tries till I went back to the big o store due to a small leak that they did not fix while I was there for an oil change and a tire rotate. Which they did not do either. I have called and called big o corporate office time after time with no response from them. I took the car to a Chevy dealer to have it checked and a four wheel aliment done and the dealership stated that there was no way a 4 wheel ailment was done in the last 10k miles.Desired Settlement: I would like all four tires replaced and a 4 wheel ailment done.

Business

Response:

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.

Review: On 6/23/13, I brought my vehicle in for service because of a sudden "vacuum-like" noise. After inspecting my vehicle, I was told that I would need the following services: new water pump, new thermostat, new radiator hose, new belt and a radiator flush. The price quoted was $667.63 "out the door". I was told parts had to be ordered and the vehicle would not be ready until the next day. On 6/24/13, after paying the bill and receiving the key, I walked outside, started my car, and found that it was still making the same noise that I initially complained of. When I went back into the shop to complain, I was told that the noise was as a result of the power steering pump, which needed to be replaced. That was the first time that was mentioned, it was not on the estimate sheet or on the vehicle inspection sheet provided. Furthermore, the paperwork says that a shop fee of 8% will be charged. I was charged $30.40 for a shop fee, but that number does not represent 8% of any figure on my invoice. The total bill I paid was $690.90, which represents $322.94 for parts, $310.00 for labor, $30.40 for shop supplies and $27.56 for tax.

On Friday, June 28, I began to experience electrical issues with my car. This was the first day I had driven it since retrieving it from Big O on June 24. Fearing I was going to break down and be stranded, I took my car to another shop for evaluation. When the mechanic went outside to pull my car into the service bay, it would not start. My car was ultimately diagnosed with a dead battery secondary to a failed alternator. The mechanics at that shop theorized that the vacuum noise I complained of was probably the alternator all along, and that it was highly likely I had unnecessary work done on my vehicle; however, they did confirm that the parts I paid indeed appear to be new.

I sent a certified letter to Big O Tires on July 6 requesting a refund of $340.40 which represents the labor and shop supply portion of my invoice. In that letter, I requested payment within 10 days. As of this date (July 22) I have not had a response to my request.Desired Settlement: I would like a refund in the amount of $346.71, which is broken down as follows:

$310.00 for labor

$30.40 for shop supplies

$6.31 certified mail fee and postage

Business

Response:

Hello,

Review: I can explain in more detail over a phone call, as I am to irritated to type.

I went into Big O Tires for a simple oil change, less than 12 hours later, my car leaked a large amount of oil onto my clean driveway.

I had to wait until the next morning to take it back in to get repaired which I was unable to start my car because the battery was now dead.

Next, I planned on jump starting my car but to my dismay, the hood would not open as it felt damaged or stuck (Likely a result of abuse I've witnessed by Big O Tires).

They then had my car towed back to them that morning, and thus resulted in me calling off work for that day.

Once it arrived back at the Big O Tire location, they claimed to have fixed my oil leak, as well as fixed my hood or hood latch issues.

In reality, my oil continued to leak a few hours later, and the hood release handle area is now broken.

I ended up having my car immediately towed to another repair facility to have my car fixed by a more competent and friendly service provider.

I then paid for another oil change at the new mechanics, as well as paying for repairs of the other issues (battery, hood cable).

At this point, the manager [redacted], almost didn't give me a refund for the initial oil leak issues. (It is HIS "verbal policy" that he doesn't have to deal with me about my car.

I am now still pending a resolution but the Manager [redacted] isn't being any sort of customer service oriented and my car is still damaged.Desired Settlement: I would like my hood latch paneling and handle/cables/latch replaced. what ever it is that they broke needs to be fixed (at a certified MINI Cooper Dealer) at NO cost to me.

I would also like a reimbursement for my time I was forced to take off work, and to take time to get this issue fixed.

Along with the cost I was forced to pay to tow my car and fix what could be fixed for the time being.

I do not want this Big O Tires to ever touch or work on my car again.

Business

Response:

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.

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.

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,

Review: My first interaction with this establishment was a few months ago, I punctured my tire, took it there and they plugged it for me, no charge. If a business is good to me, I always go back. So I did just that, I went back to get new tires.

This time, it was the worst experience ever. When asked if there was anything else I needed in addition to new tires, I knew I needed to get my fuel injector looked at, so I decided I'll let them fix that at the same time. I knew what the issue was. My check engine light was on and I got the vehicle checked out and had gotten another quote on it. So I knew what the problem was. The guy told me he'd look at it to confirm it. I said to them not to do anything to it if it was not the issue I stated and to call me before doing anything else to it. Sure enough, they called me to say that it was not the fuel injector but rather my spark plugs that needed to be replaced. They gave me a price which I agreed on to replace the spark plugs. I was assured over and over that it was not the fuel injector and that replacing the plugs would solve the issue. I asked them if they were sure, they said yes. I did not have my car all day. Fine. I go to pick up my vehicle later that day, pulling off, the check engine light was still on. I pull back to inform them that the check engine light was still on, so clearly the problem was not fixed. Along with the fact, I returned a piece of their electronic equipment that they left in my car. Which the guy said was worth 5k. I was asked to bring my car back in the morning and they will look at it again. I took photo and video of my car showing the check engine light was still on as I drove off.

When picking up the car, they wanted to charge me $300+ for some additional work that was done, in addition to what the first person I spoke to on the phone told me. They destroyed some wires while putting in the spark plugs, and wanted me to pay for it. I was not told about it and did not give them the go-ahead to replace the wires. Let alone, I feel if you destroy something while trying to fix something else, I should not have to pay for that.

The next day, I drop my vehicle off again. Another day without my car. But I get a call, towards the end of the day, even though I dropped it off in the morning, telling me that the issue was not the spark plugs as they said it was, but in fact had to do with the fuel injectors, which I told them was the issue when I first dropped the car off the previous day! Now they told me it would take $500 + to fix.

I told the guy that there was no way I'd pay an addition $500 to fix the car, and wanted a clear explanation as to what I paid the previous $300 for, to replace spark plugs. Now they start telling me that they did not say changing the spark plugs will fix the issue. That they told me the spark plugs needed to be fixed first. If that was the case, which I don't believe it was, then why was I told the previous day to come and pick up my vehicle because everything was fixed. One guy, through text message, apologized to me and admitted that they had misdiagnosed the problem. Asked to keep the vehicle overnight and it would be fixed in the morning at no additional charge as a result of their mistake, and I could pick it up at 9 am. This is day 2 without my vehicle.

I go to pick up my vehicle at 9am in the morning, and surprise, surprise, it was not ready. I had to be dropped off to work, which resulted in me being 2 hours late. Later that evening, I go to pick up my car and I am told that now some $600 worth of work needed to be done to it. In addition, the guy told me that they took the spark plugs that they put into the car the other day, out of the car, and replaced it with the ones I came in with. Wait, what?!?! The $300 plus spark plugs that I paid for? That makes no sense. So I paid $300 plus to get spark plugs put in. Then you take them out to put in the old spark plugs I came in with? Ok, now I'm trying to figure out what I paid for? And I find it very hard to believe that the spark plugs that were taken out 2 days later was still around, for them to be able to put them back in! At this point, clearly not being able to get a clear answer, I left while I still had a vehicle.

Now, I am out $300 plus for work that was not needed. Paid for spark plugs which were taken out and replaced with old ones. Without my car for 3 days. Late 2 hours getting in to work. My car runs worse than when I took it in, and my check engine light is still on. The first guy that texted me to say the issue would be fixed, is now not answering my text when I asked for a customer service number or someone in upper management that I could speak with.Desired Settlement: I ultimately would like for my vehicle to be fixed as I was told it would be, due to the misdiagnose. Which an employee admitted to via text. I still have that text message. However because I feel like the individuals working here have no idea what they are doing, I would like a full refund for the work that was not done. As the other employee stated himself, they took out the parts that I paid for the first day. Ultimately I paid for parts that were later taken out and replaced with old ones.

Business

Response:

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]

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.

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,

Business

Response:

Please advise the customer to return for further diagnostic at no charge so that we may clear resolve is issue.

Review: Recently went to have car repairs done at my mechanics 12/16/14...they informed me I needed two new front tires. I purchased my tires from Big O 2 years ago with warranty for 500.00. Note I have been back to Big O tires twice due to flats...one they charged me a prorated fee of 42.00 the other was free. No one checked my tires or rotated or suggested such. I went to big O on 12/16/14 and informed them of what I had been told by my mechanic. . and that I would also need 2 back tires shortly. I bought the tires at 170K miles I now have 202K on my vehicle. I was told by Big O that I would receive pro rated charges as I never had a tire rotation and without that paperwork I could not receive replacements. I paid for the warranty for 60K miles or three years I believe maybe more. In regards to this rotation when I purchased these tires had not been informed I had to do this in order to fulfill the warranty on my tires. Had I known this I would certainly have followed through. Then I was told that I should have been rotating my tires every 3K to 5K miles. Again I have never heard of anything like this. As a result I was charged 33.84 for each tire plus 15.99 each tire for putting on my car 7.00 for each disposal, and another 15.80 each for new warranty. Total 152.79. So each tire was 75.00 each......Not to mention the back tires will cost me 154 plus alignment of 69.00.. Ironically I was told to come in for a rotation and a sticker was put on my car next to my oil change sticker. I may be 69 but not entirely stupid ...what are you going to rotate if I only have two good front tires?????? Now as if this was not wrong at the bottom of my bill was a list of services that needed to be done....to the tune of 369.90 for radiator repairs leakage. Remember I just stated my being at my mechanics on the same day? I was shocked as I had just had power steering flush and transmission flush and they go over my car with a fine tooth comb. They never mentioned this issue. The salesperson claimed that my upper hose had a leak and it could be a clamp but not sure. I immediately left Big O went back to my mechanic and asked why they didn't see this. They took the car back and checked it. The result was the hose they were taking about has a non removable clamp and there was NO leakage of any coolant . I am happy to say at least I wasn't ignorant enough to accept Big O Tires recommendation and paid out another 400 dollars for something that didn't need fixing. Now I feel my tires should have been replaced as per warranty as tire rotations were not a requisite at the time of purchase for replacement. I was never informed of this caveat. I am not sure what kind of tires they put on my vehicle but they must really be cheap as now I feel every single bump and seam in the road. There is no smooth ride at all. Very disappointing in service and tires and the way this was all handled. They printed on paperwork this was not a Big O Tire I did not know that until now reading paperwork. No road warranty (which I had before) only manufacturer warranty on defects...so why am I paying warranty charges?Desired Settlement: I would like a refund and replacement of back two tires with warranty with tires that actually work smoothly.

Business

Response:

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.

Consumer

Response:

[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,

Scammers! Do not use these guys. I took my car in for an alignment and after I got it back it had a shimmy. I took it back (because they guarantee their work for 90 days) for them to look at. They called me and said that the rear alignment WAS off and they corrected it. Then they said my rotors were warped and that maybe it'd still be under warranty and take it to the dealer. (newish car) Then he continues to say that my right back tire has a slit in it, not sure how deep but that it looks like it goes to the core and it needs replacing. He continues to tell me that the right front tire is so worn it needs replacing as well. He didn't have the exact tires in stock but had similar ones for $99/ea. And all he needs is a credit card and they'll "get her done!"
I said no, I'll wait and take to my dealer and see about the rotors. When I picked up my car he was obviously irked that I he didn't get to upsell me. Handed my keys and said "oh yeah, here's the paperwork for the new alignment!" No thank you, no smile nothing.
Soooo, the next day I take my car to the dealer for its 10,000 checkup, alignment and tires rotated. When I pick up my car it didn't need an alignment but the rotors needed replacing and they rotated the tires. I asked him, "how are the tires?" He said "they are great! All good to go!"
I was horrified that Big O gave me some BS story. I will never go back there again.

Review: Went to Big O Tires to get new tires on Saturday February 15, 2014. Was there for 3 1/2 hours, which I was understanding with because they were having a sale but I didn't think it would take that long I had to cancel an appointment because of the delay. During this time no one came out to inform that any thing was wrong. When it was almost done was when they told me that the reason it took so long was that they had a hard time getting my valve stems back in because someone prior to them damaged them. So I asked how they would have been damaged, and was told only by putting new tires on, well the last time I got new tires it was at a Big O Tires in [redacted]. They showed me how they were damaged and informed me that it would cost $60.00 a piece for them as the are the TPMs kind when I told the guy that the only people that could have done it was a Big O he said that he would see if he could get them done for me for free. Prior to the install I had asked them to please put one of my tires in my trunk as it was a fairly new one that was from a warranty replacement and I wished to make it a spare tire. So I pay for the tires and asked if the tire I wanted was in my trunk and they said they would make sure of it as they were still finishing up with my car. As I go to leave I asked again if that tire was in my trunk and I was told yes it was. I leave and not more than 5 minutes later I get a call that they had forgot it and when could I come back to get it, I said that I would swing back by the next day. The next three days I had to put air in my tires as they were way low, On the third day which was Tuesday I went out for lunch and the right front tire was totally flat. I called them and they said they would send someone to help me this was at around 1. By four I had not heard from them so I called again and they said they would send someone right away, the guy got there at 4:30 and the valve was so bad that he couldn't get it to fill up so he put the doughnut on. I got off work, I had to cancel another appointment, and drive to the shop where they took my car and said they would have to replace the two front stems as those were the worse, I stated to them that they were doing them for me at no charge because no one has ever said anything to me about the stems looking bad and I believe that they damaged them. I have had my car to many other shops for oil changes and I'm sure that they would have mentioned something and I have never had my tires go low as often as right after getting these tires put on. So the guy said that they would put the two front ones on for free and then if the back ones started to be a problem I would pay for them, I agreed. When I left Big O they said that they replaced the two front ones, but when I got home I looked and they only replaced the one in the tire that went flat. My complaint is that they lied twice to me and didn't follow through with their agreement, and I'm not sure they were honest with when and how the stems were damaged. I could have went anywhere to get tires. I am really disappointed with the quality of service from Big O Tires. I am upset enough to tell them to refund my money and I will go elsewhere, but would settle it they just complete what they promised which would be the other valve stem.Desired Settlement: To replace the other front tire valve stem at no charge like they stated they would.

Business

Response:

[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.

Consumer

Response:

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,