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Big O Tires #5100

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Reviews Big O Tires #5100

Big O Tires #5100 Reviews (4)

Concerning case # [redacted]   Thank you for letting me answer this complaint this way. Let me start with updating my records. [redacted] has been retired for several years. My name is [redacted]. I am the manager/owner of the store. Now to the complaint. Mr. [redacted] seemed to leave...

out a lot of details on his letter. He originally brought his Lincoln in on 4/09/2015 with 129387 miles (inv #[redacted]). His vehicle originally came with 255/70R18 tires and now the truck has oversized after market wheel/tires in a 305/45R22. He needed four tires at the time. The tires had excessive edge wear. He chose to flip the tires on the wheels to get a few extra miles. We did this at no charge and recommended tires and alignment.  He did the alignment  later that day. (inv#[redacted]). On 4/17/2015 Mr. [redacted] came back with 129914 miles on truck and we installed two of the least expensive tires we sell per his request. The tires do not have a mileage warranty.(inv#[redacted]). On 5/08/2015 with 132280 miles he came back for two more. (inv#[redacted]). On 8/08/2015 he came back in with weird tire wear concern. The truck had 12748 miles since the original alignment and has not been in for a rotation for over 10,000 miles. We recommend rotation every 5000 miles for wear concerns. This is done at no charge. At that point we recommended ball joints. He felt we should have caught that when we did the original alignment with 129387 miles on truck. I advised customer I would give him a discount on tires if he did the repairs with me. He stated another shop owed him and would do it for less money. On 8/18/2015 with 143549 miles Mr. [redacted] came back in and stated the other shop had missed control arm bushings when they replaced ball joints. I tried to explain that it really wasn’t the other shops fault they missed the control arm bushings because there was play in the ball joints and they needed to repair them before they probably would see the bushing play. He felt that it was there fault and they owed him a discount. At this time I gave him an estimate and stated that if he was to repair the bushings with me I would sell him one tire at regular price and give him the other tire at no charge. He stated the other shop would do the work for less. When I asked to see the estimate he could/would not show me. On 8/24/2015 Mr. [redacted] came back to the store with 144209 miles for a free flat repair. (inv#[redacted]. At this time Mr. [redacted] had called American Express to dispute all charges up to this point. He did not mention any of this at the time. On 8/26/2015 he came in and demanded I buy one tire and he would buy the other. When I stated this was not the agreement I had offered he left the store and at this time told me he was calling American Express. The truth was that he already had and I received a letter later that day disputing the charges. He then Contacted Yelp and Big O corporate to complain on social media. What Mr. [redacted] doesn’t understand is that he has 15,000 miles on these tires. The tires are the least expensive per his request with no mileage warranty. With the aftermarket oversized tires, lack of maintenance and where he lives this is normal. He doesn’t take any ownership of these issues. If you have any questions please do not hesitate to contact me. Thank You,[redacted]

I am rejecting this response because: again I have provided all the necessary proof  on my end to show that  Big O Tires failed to diagnose work needed on my vehicle. And as the documents I have provided the Revdex.com show it was much more than just the ball joints as [redacted] suggests. There were several other repairs that he should have noticed needed to be performed before ever installing tires on the vehicle ocuments that I have provided the Revdex.com show it was in just the lower ball joints but quite a few other things that they should have been able to find.  None of this would have happened if [redacted] did not back out of his original agreement  to share the tire cost with me. I am now ending this communication and will reply that I do not accept any other of his responses, with no more comments.

I am rejecting this response because: We all should expect our neighborhood retail stores to work under the principle of exceptional customer service and integrity. [redacted] of the Big O Tires, in El Dorado Hills, seems to have lost the understanding of what this means. The fact of the matter is that, as in [redacted]'s own words, he had my vehicle twice within 3 weeks, back in April of this year, when he replaced all four tires. In both instances, he and his crew had plenty of opportunity to do it right and diagnose the issues with my vehicle. As a standard practice with all mechanics and tire shops alike,  Big O should have thoroughly checked suspension and perform a complete inspection of the front end of the under carriage of the vehicle prior to installing new tires. [redacted]'s Big O team of technicians did not do their job thoroughly, and therefore missed some critical alignment issues. For [redacted] to suggest, in his statement to Revdex.com, that he sold me the least expensive tires, and that for that reason, I shouldn't be surprised that my front tires wore in as little as 3 months, is a ridiculous notion. The fact that the tires had 10,000 miles on them without a rotation, as [redacted] also points out, is again a poor attempt at justifying his lack of customer service and a bit shady at insinuating that tires can normally wear out that quick without a rotation. How many of us actually rotate our tires right at 5,000 miles? So, should we as consumers expect our tires to wear out by 10k miles (see picture attached) because we were sold cheaper tires?...ridiculous at best! These tires that Big O installed cost me $200 each, and look at these [redacted] reviews on this link (4.5 stars and on the average 30K mile wear):  [redacted]My mechanic who services my car regularly, even took some responsibility for the alignment issue, when I brought the car into him to investigate the unusually tire wear (see his notes attached), as he knew the car had some significant issues that were missed, by offering repairs at a significant discount. I asked [redacted] to take some ownership in the matter as well, and I offered to show [redacted] my Mechanic's quote, but [redacted] said that he couldn't do the repairs for my mechanics price, but still shook hands with me and said that he would pay for a tire if I bought the other. Two weeks later, when I came to [redacted] for the tire work he went back on his word. How much sense does it make as a business owner to save $200 to lose 10 years of business that I have given him...?Bottom line, [redacted] now needs to be an honest businessman, and do his part and refund me the cost of those 2 tires. The car has had all repairs done, but is unsafe to drive with its current tire condition, so I have to replace the tires immediately.

Review: NATURE OF DISPUTE

Bought 4 brand new tires form this shop and in the process of installing the tires, they overlooked a serious alignment issue, which damaged beyond repair, 2 of my 4 brand new tires. When I confronted [redacted] the owner, regarding the matter, he agreed to meet me half way and absorb the cost of one tire and re-alignment. Seemed fair, until I actually brought the car in for the service, at which point [redacted] said he changed his mind and refused to honor the work he had promised. Both front tires of the vehicle are only 3 months old and are now damaged beyond repair. [redacted] also charged me for an alignment which should never have been done had they done a thorough job and detected the proper repairs.

Product_Or_Service: Tires

Order_Number: 95558

Account_Number: 005100-95558Desired Settlement: Complete refund of the cost for two new tires and the alignment charge.}

Business

Response:

Concerning case # [redacted] Thank you for letting me answer this complaint this way. Let me start with updating my records. [redacted] has been retired for several years. My name is [redacted]. I am the manager/owner of the store. Now to the complaint. Mr. [redacted] seemed to leave out a lot of details on his letter. He originally brought his Lincoln in on 4/09/2015 with 129387 miles (inv #[redacted]). His vehicle originally came with 255/70R18 tires and now the truck has oversized after market wheel/tires in a 305/45R22. He needed four tires at the time. The tires had excessive edge wear. He chose to flip the tires on the wheels to get a few extra miles. We did this at no charge and recommended tires and alignment. He did the alignment later that day. (inv#[redacted]). On 4/17/2015 Mr. [redacted] came back with 129914 miles on truck and we installed two of the least expensive tires we sell per his request. The tires do not have a mileage warranty.(inv#[redacted]). On 5/08/2015 with 132280 miles he came back for two more. (inv#[redacted]). On 8/08/2015 he came back in with weird tire wear concern. The truck had 12748 miles since the original alignment and has not been in for a rotation for over 10,000 miles. We recommend rotation every 5000 miles for wear concerns. This is done at no charge. At that point we recommended ball joints. He felt we should have caught that when we did the original alignment with 129387 miles on truck. I advised customer I would give him a discount on tires if he did the repairs with me. He stated another shop owed him and would do it for less money. On 8/18/2015 with 143549 miles Mr. [redacted] came back in and stated the other shop had missed control arm bushings when they replaced ball joints. I tried to explain that it really wasn’t the other shops fault they missed the control arm bushings because there was play in the ball joints and they needed to repair them before they probably would see the bushing play. He felt that it was there fault and they owed him a discount. At this time I gave him an estimate and stated that if he was to repair the bushings with me I would sell him one tire at regular price and give him the other tire at no charge. He stated the other shop would do the work for less. When I asked to see the estimate he could/would not show me. On 8/24/2015 Mr. [redacted] came back to the store with 144209 miles for a free flat repair. (inv#[redacted]. At this time Mr. [redacted] had called American Express to dispute all charges up to this point. He did not mention any of this at the time. On 8/26/2015 he came in and demanded I buy one tire and he would buy the other. When I stated this was not the agreement I had offered he left the store and at this time told me he was calling American Express. The truth was that he already had and I received a letter later that day disputing the charges. He then Contacted Yelp and Big O corporate to complain on social media. What Mr. [redacted] doesn’t understand is that he has 15,000 miles on these tires. The tires are the least expensive per his request with no mileage warranty. With the aftermarket oversized tires, lack of maintenance and where he lives this is normal. He doesn’t take any ownership of these issues. If you have any questions please do not hesitate to contact me. Thank You,[redacted]

Business

Response:

RESPONSE: As a business I do not feel we can fix this relationship between [redacted] and Big “O”. As your motto states “Start With Trust”. The trust is gone. In summary, [redacted] does not want to own any fault. He purchased a lower level tire that is not the stock one for the vehicle.(oversized wheels and speed rated tires) He did what I consider a reasonable amount of mileage for the product he has and where he lives and lack of maintenance.(foothills). He filed a claim with American Express to avoid paying for the original purchase while trying to get free product without coming forward with this. He did not maintain his tires as the manufacturer(Yokohama) and we ask him to do. He found another shop that for some reason did not charge him labor on ball joint repairs. When asked to see original receipt he would not provided. [redacted]

Consumer

Response:

I am rejecting this response because: We all should expect our neighborhood retail stores to work under the principle of exceptional customer service and integrity. [redacted] of the Big O Tires, in El Dorado Hills, seems to have lost the understanding of what this means. The fact of the matter is that, as in [redacted]'s own words, he had my vehicle twice within 3 weeks, back in April of this year, when he replaced all four tires. In both instances, he and his crew had plenty of opportunity to do it right and diagnose the issues with my vehicle. As a standard practice with all mechanics and tire shops alike, Big O should have thoroughly checked suspension and perform a complete inspection of the front end of the under carriage of the vehicle prior to installing new tires. [redacted]'s Big O team of technicians did not do their job thoroughly, and therefore missed some critical alignment issues. For [redacted] to suggest, in his statement to Revdex.com, that he sold me the least expensive tires, and that for that reason, I shouldn't be surprised that my front tires wore in as little as 3 months, is a ridiculous notion. The fact that the tires had 10,000 miles on them without a rotation, as [redacted] also points out, is again a poor attempt at justifying his lack of customer service and a bit shady at insinuating that tires can normally wear out that quick without a rotation. How many of us actually rotate our tires right at 5,000 miles? So, should we as consumers expect our tires to wear out by 10k miles (see picture attached) because we were sold cheaper tires?...ridiculous at best! These tires that Big O installed cost me $200 each, and look at these [redacted] reviews on this link (4.5 stars and on the average 30K mile wear): [redacted]My mechanic who services my car regularly, even took some responsibility for the alignment issue, when I brought the car into him to investigate the unusually tire wear (see his notes attached), as he knew the car had some significant issues that were missed, by offering repairs at a significant discount. I asked [redacted] to take some ownership in the matter as well, and I offered to show [redacted] my Mechanic's quote, but [redacted] said that he couldn't do the repairs for my mechanics price, but still shook hands with me and said that he would pay for a tire if I bought the other. Two weeks later, when I came to [redacted] for the tire work he went back on his word. How much sense does it make as a business owner to save $200 to lose 10 years of business that I have given him...?Bottom line, [redacted] now needs to be an honest businessman, and do his part and refund me the cost of those 2 tires. The car has had all repairs done, but is unsafe to drive with its current tire condition, so I have to replace the tires immediately.

Consumer

Response:

I am rejecting this response because: again I have provided all the necessary proof on my end to show that Big O Tires failed to diagnose work needed on my vehicle. And as the documents I have provided the Revdex.com show it was much more than just the ball joints as [redacted] suggests. There were several other repairs that he should have noticed needed to be performed before ever installing tires on the vehicle ocuments that I have provided the Revdex.com show it was in just the lower ball joints but quite a few other things that they should have been able to find. None of this would have happened if [redacted] did not back out of his original agreement to share the tire cost with me. I am now ending this communication and will reply that I do not accept any other of his responses, with no more comments.

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Description: Tire Dealers

Address: 4640 Post St, El Dorado Hls, California, United States, 95762

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