Big O Tires #4191

I am ok with this outcomeI spoke to big I tire today and we agreed on payment for all work and the used engine .[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]

Steve was rude as a manager he should have better customer service skills, especially if the customer is in front and he is talking about them do it in private not in front of others if at all

Worst customer service I have ever experienced from a business Bias towards women and manager offered no solution to any of my problems I've had my tires from here for less than months and have already had issues on of the tires This place will absolutely waste your time and moneyDo yourself a favor and go somewhere else

We can't help the customer if they do not bring the vehicle back to the shop, the customer needs to contact *** *** and schedule a time to bring the vehicle back

First of all I the store manager never said we left anything on, the customer claims we left his key or blower onWe had to order in a special part for this vehicle and it was told to the customer his vehicle would not be done until late afternoonwe did not have his vehicle in the shop while we
waited for the part to arriveWhen the part arrived we worked on his car for approximately one hour, when we went to start his vehicle it would start, we put a jumper box on it to get it startedwe informed the customer he may need a battery replacementThe customer had just recently purchased this vehicle within the last month, I asked the customer if he knows how old the battery is in the vehicle and he has no idea*** is very hot and batteries can die at any time, it also takes alot more than leaving a key on or a blower to kill a good batteryIn this case we did not leave anything on in his vehicle, the car just simply has a weak battery that is due for replacementWe have offered to sell him a battery at our cost of the partWe will not give a free battery due to the fact that we are not at fault for his weak battery dyingWe will even install the new battery at no charge

Took my vehicle in for work in the afternoon, was informed it would be finished by 7pmpm comes and no phone call, nothingNext day same thing, no phone call, no nothingSo I finally called and asked how it was coming alongThey said it would be done by Sunday (this was on Saturday)Sunday comes and it is still not finishedMonday I called asking if I could pick it up because I had work, and could they finish laterI said I was willing to pay for what work had been completedI picked it up, and none of the work had been completedDecided to give them another shot, so after a few days I brought it back in for the work to be doneThey quoted me an amount to have the AC (among other things) fixed,(1374.03) and I told them to go ahead and complete itFinally got a call telling me it was finished, so I went to pick it upTried the AC later in the day and it still did not work, so I took it back inGot a call later saying it was going to be ANOTHER $dollars for something

*** *** the store manager reached out to the customer and offered to have her bring the vehicle by, so we can find a resolution and to date she has not called back nor showed up, will update after customer shows up

I am ok with this outcomeI spoke to big I tire today and we agreed on payment for all work and the used engine .[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 ***, 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 reached out to the customer and have assured our warranty program, he will be taking his vehicle to a local BigO on his spare time in his scheduleI assured that if parts needed to be replaced it would be covered under warranty and we will do what necessary to make the vehicle normalThis
is all that was asked from Bigo and we will stand behind that

We can't help the customer if they do not bring the vehicle back to the shop, the customer needs to contact *** *** and schedule a time to bring the vehicle back

I talked with Mr*** about what happened with his vehicle It seems like there was an internal problem in the engine that caused it to fail It is a possible that it was the coolant mixing in with the oil from the gaskets leaking that caused some internal damage None the less
we want to satisfy our customers We are going to put in a used engine for our cost for customer satisfaction Above that we are going to change out some of the gaskets on the used motor and give the engine a year warranty to ensure the customer has a good sound engine Also the next three oil changes on the vehicle will be no charge

Mr*** vehicle was damaged and we did ask him to take it to our body shop and he did not, we did however agree to pay for the body shop bill which you can see the bill and the cashed checks from the body shop attachedI dealt with *** from *** insurance and we paid for everything we
agreed to pay forMr*** vehicle was ready on a specific date and he did not pick it up on that date and kept his rental for longer than necessary, *** from *** agreed that we would only pay for the rental up until the time the vehicle was ready and we did so.There is nothing further we can or will do for Mr***.thank you

I talked with Mr*** about what happened with his vehicle It seems like there was an internal problem in the engine that caused it to fail It is a possible that it was the coolant mixing in with the oil from the gaskets leaking that caused some internal damage None the less
we want to satisfy our customers We are going to put in a used engine for our cost for customer satisfaction Above that we are going to change out some of the gaskets on the used motor and give the engine a year warranty to ensure the customer has a good sound engine Also the next three oil changes on the vehicle will be no charge

The business has contacted me, however, they did not ask me to bring the vehicle backHe did ask what he could do to make me want to be a customer again, and I said I would think it over and get back to him

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.
My husband ([redacted]) did stop in at Big O Tires and the manager did indeed provide a response however, that response did not constitute an agreement of what we believe to be resolved.  At the end of the day, the additional hoses that were deemed "deteriorated" by Big O Tires did not deteriorate in two months; in other words when Big O Tires supposedly assessed and then fixed the original problem, the issues with the additional hoses were not brought to our attention.  Had that been the case, we would not have fixed the vehicle and paid the original ~$600.  As a consumer, who by the way, have spend lots of money at Big O Tires in the past, we feel like they assessed part of the problem only (intentional or unintentional, as it were).  If Big O Tires is saying that they were unaware of the additional hoses that (were deteriorated, their words), I am led to believe that they are not competitent or if they fixed only part of the problem and knew additional business would be forth coming that is unacceptable.  In either event, Big O Tires' response was unacceptable.
Regards,
[redacted]

We addressed the issue with [redacted] he came to the store to look at the new problem with the air conditioning. We visually showed him the a/c hose replaced 2 months ago and showed him the a/c hose that is leaking currently. this hose was not leaking and did not need attention or repaired at the time of...

service. We do not sell items unless they are diagnosed bad or faulty. The new issue is different than the issue 2 months ago and [redacted] understands and has decided to trade in the vehicle instead of putting more money into it. We are a reputable shop and strive to satisfy all customer concerns and show and tell what it recommended. It was very clear what was done last time and what was needed this time. [redacted] picked up the vehicle, left and we all shook hands.

I am ok with this outcome. I spoke to big I tire today and we agreed on 600.00 payment for all work and the used engine .[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]

We addressed the issue with [redacted] he came to the store to look at the new problem with the air conditioning. We visually showed him the a/c hose replaced 2 months ago and showed him the a/c hose that is leaking currently. this hose was not leaking and did not need attention or repaired at the time of...

service. We do not sell items unless they are diagnosed bad or faulty. The new issue is different than the issue 2 months ago and [redacted] understands and has decided to trade in the vehicle instead of putting more money into it. We are a reputable shop and strive to satisfy all customer concerns and show and tell what it recommended. It was very clear what was done last time and what was needed this time. [redacted] picked up the vehicle, left and we all shook hands.

This vehicle had 2 codes in the system, when we pulled the codes. After all diagnostics ran from the tech it lead to a mass air flow sensor. The other code was a part of the mass air flow sensor or possibly another issue. The customer was informed we had to start with the sensor. The spark...

plugs had been recomended based on mileage, not to correct an issue. We ordered the part a few days later installed. We cleared the light and it came back on later when she was driving. We brought it back in and found a different code and found that a tsb was out on that code for a fuel pump recall. So we informed her that the dealer will replace at no charge. The manager tried to explain how lights and codes work and she just didn't seem to care. At that point he asked what he could do for her? She wanted a full refund for diag, sensor and plugs. He said if your not happy with what I'm saying I will credit you the sensor, and that it would be 100% customer satisfaction because we did do our job with the diagnostic, she had a different non related issue.

I talked with Mr. [redacted] about what happened with his vehicle.  It seems like there was an internal problem in the engine that caused it to fail.  It is a possible that it was the coolant mixing in with the oil from the gaskets leaking that caused some internal damage.  None the less...

we want to satisfy our customers.  We are going to put in a used engine for our cost for customer satisfaction.  Above that we are going to change out some of the gaskets on the used motor and give the engine a 2 year warranty to ensure the customer has a good sound engine.  Also the next three oil changes on the vehicle will be no charge.