Big O Tires #4218

I took my *** *** into there shop in January to have the front end aligned it handled ok for a couple of months I looked under my truck t the suspension and steering linkage to find he jam nuts on tie rod ends both loose I took it back to them they would not stand behind it and wanted to charge me again for there services I then told them what I thought of tem and took it to there competitor after the realigned my truck they told the whole aligment was way outI will no ever take any of my vehicle back to Big O tires

To whom it may concern,in reference to complain# [redacted],On May 25'". 2015 customer  brought in a 2010 Toyota corolla  with 132,565 miles and stated air would "would work when it wanted  to". We told her we would  be happy to take a look at that for customer but advised customer...

that there was a bit of a wait. We offered customer a ride home so customer would not have to wait. We advised customer that customer  would be driving my technician to customers destination and our technician would drive customers car back to the shop. Customer agreed that was fine. Customer drove to destination and our technician drove the car back. But,on his way back to the shop the water pump seized up, causing the belt to break. Once we became aware of this situation we called customer immediately and explained   what happened.  Customer asked us to speakwith two members  of customers family  and explain to them what happened  because customer  did notunderstand what we was explaining. we agreed,spoke  with two different members and they both  said "ok"  . Customer then called back, asked how much it was going to cost. we advised customer it was going to be a total of $434.74. That would be for the serpentine  belt, the water pump and the labor toreplace both items. Customer then asked if we priced matched.  we stated we defiantly do. customerthen told  us customer  was going to do some price shopping and would give me a called back. A couple of hours later customer came into the shop and told us that it was ok to proceed with the repair. we then told customer that it would be done tomorrow (May 26th,2015)  and when that was finished  we would then have our tech take a look at customers original  complaint. The next day (May 26', 2015) therepair was finished. My tech then proceeded  to look at customers original complaint which was that the air would only "blow  when it wanted to" we had our tech test drive the car to see if we could duplicate the problem. The air was blowing hard,and cool. we called to advise customer that  we were not able duplicate  the problem. Customer then asked me if that could have been the problem,we told customer most likely not but we were unable to duplicate complaint. When the customer  picked up vehicle we showed customer  parts that were replaced and offered them to customer, customer  refused.  After customer  picked up car we no longer herd from customer  until  week of July 4'" 2015. To our knowledge vehicle was working fine. As Customer stated in letter it took 48 hours for problem to reappear, defiantly not an issue that could have been easily diagnosed without issue being more pronounced,and they are two completely separate systems. At this time I do not feel customer is entitled to any type of refund  due to explinated statement above. If they're any further questions  or concerns. Please feel free to contact me at,

It looks like somehow along the way there was some miscommunication between us and the customer, yes the water pump would have needed to be replaced even if we would have been able to diagnose AC Blower motor problem at time of service we are willing to meet customer halfway and offer either a $220 store credit for any future work to be done or a refund in the amount of $110 which would be 50% of their additional expense ...

I took my [redacted] into there shop in January to have the front end aligned it handled ok for a couple of months I looked under my truck t the suspension and steering linkage to find he jam nuts on tie rod ends both loose I took it back to them they would not stand behind it and wanted to charge me again for there services I then told them what I thought of tem and took it to there competitor after the realigned my truck they told the whole aligment was way out. I will no ever take any of my vehicle back to Big O tires

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.When the vehicle was picked up I was told that the water pump and serpentine belt were the reason for the air not working. They didn't not say there was anything else that could be causing the problem. The problem was diagnosed immediately at another shop. Big O is suppose to stand behind their work but is running from the fact they did not repair the original problem. They created other issues and did not repair the original problem. Now Big O claims that they told me it was something else when I picked the vehicle up. False information, I had two other people with me that did not hear that come from their mouths. They said the problem was fixed and the air was working. 

Regards,