Big O Tires - Cheyenne

[redacted] I called the customer [redacted] after talking to the manager of [redacted] there in [redacted] where the customer took the tiresHe stated there was absolutely nothing wrong with the tires in disputeI then called Mr [redacted] personally and explained that if he was wanting a complete refund we as a business were not against that, but I would need to have him get the tires back to my shopHe refused to pay the shipping to get them to me and he was just going to throw them awayI told Mr [redacted] that I could not issue a refund if that was the caseBig O Tire has no problem issuing a refund to the customer as long as we can get the tires back in our hands

Complaint: [redacted] I am rejecting this response because: ? a [redacted] representative in [redacted] said he had never seen this problem with tires, he did not say there was nothing wrong with tires.initially I was to return tires to cheyenne, there was nothing said about shipping them back? big o tire appears to have very many complaints in the west.I live miles from complaint reception office in [redacted] and volunteered to take tires there for inspection, with no response? chuck, a repsupervisor in [redacted] has called me several times, which I missed, but he never returned my call backs? I see big o, [redacted] , ***, merchants, and all other firms owned by [redacted] to bea put off in response to complaints, and shall continue to try to inform public of their unwillingness to deal with problems[redacted] in [redacted] sells this same line of tires, and there should be no reason for them not to accept them for return Regards, [redacted] ***

My name is [redacted] ***I am the owner of both Big O Tire locations here in CheyenneI have been in the automotive industry for years and want you to know that I appreciate your inputThank you for notifying me of this situationI will for sure provide you with the requested refundI would like to go step further and inform you that you are the most important customer and would like to have the opportunity to meet with you and express my apology in person and or on the phoneIt is my goal to take care of every customer we service 100%I would never make an excuse for poor service and I understand that there is a multitude of facilities in town to have these services performedMy team and I take care of over cars per month and it saddens me to say but we do have similar issues with other customer on a monthly basisI conduct weekly training and have all my employees signed up with an automotive university also performing monthly training to prevent these situationsIt is very unfortunate that this has taken place however I stand behind every vehicle we touch and will issue a credit for the recent visit that was not performed to your deserved standardsMy standards require 100% on every vehicle every visit to parallel your expectationsYou deserve to have those standards and I strive to give you them Thanks again for your time and please accept my sincere apology

I want to state that the part was not faulty when installedIf it would have been faulty the car would not have performed properly for monthsAlso, we have a top notch professional relationship with [redacted] and after speaking with them on the phone they advised us that they never stated the part was faulty when installedFinally, the car was repaired when it left our facilityIf the part failed after the service, it has a year warranty that we collected and provided to the customerThe labor is not refundable

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted] ***

Complaint: ***
I am rejecting this response because: first I was to drive defective tires miles, to show the damage, then I was to ship the tires miles, so they could be discarded.I have no intention of surrendering evidence to be discarded I showed these tires to a dealer not affiliated to *** and he said I should get a full refund on them.the headquarters office is miles from my home and they refuse to do anything.
Regards,
*** ***

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In response to the complaint filed against Big O Tire on N Yellowstone in Cheyenne.The General Manager did contact the shop where *** *** had the
part replaced the 2nd time and the mechanic did state the part was bad but there would be no way the check engine light would have stayed off for 1/months if the part was faulty when installed at our locationThe light would have came on before the vehicle left the parking lotOur mechanic did inspect the part and at the time of installation the part was good and in working conditionWe gladly refunded the customer $for the part that had failed and informed her that if she would have brought the car back to our shop there would have been no charge for labor or anything, but since she took it to another shop there is no way for me to refund her the laborWe feel that refunding *** the price she paid for the part is adequate compensation and the labor cost falls on the customer responsibility since she decided to not bring the car back to our shopThe $the customer is wanting refunded is $for the labor and $for the coolant flush, which is a separate service that is not related to the failed part

Complaint: ***
I am rejecting this response because: first I was to drive defective tires miles, to show the damage, then I was to ship the tires miles, so they could be discardedi have no intention of surrendering evidence to be discarded I showed these tires to a dealer not affiliated to *** and he said I should get a full refund on themthe headquarters office is miles from my home and they refuse to do anything.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: first I was to drive defective tires miles, to show the damage, then I was to ship the tires miles, so they could be discarded.I have no intention of surrendering evidence to be discarded I showed these tires to a dealer not affiliated to *** and he said I should get a full refund on them.the headquarters office is miles from my home and they refuse to do anything.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: a *** *** representative in *** said he had never seen this problem with tires, he did not say there was nothing wrong with tires.initially I was to return tires to cheyenne, there was nothing said about shipping them back big o tire appears to have very many complaints in the west.I live miles from complaint reception office in *** and volunteered to take tires there for inspection, with no response chuck, a repsupervisor in ***has called me several times, which I missed, but he never returned my call backs I see big o, *** ***, ***, merchants, and all other firms owned by *** to bea put off in response to complaints, and shall continue to try to inform public of their unwillingness to deal with problems.*** *** in *** sells this same line of tires, and there should be no reason for them not to accept them for return
Regards,
*** ***

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*** ***I called the customer *** after talking to the manager of *** *** there in *** where the customer took the tiresHe stated there was absolutely nothing wrong with
the tires in disputeI then called Mr*** personally and explained that if he was wanting a complete refund we as a business were not against that, but I would need to have him get the tires back to my shopHe refused to pay the shipping to get them to me and he was just going to throw them awayI told Mr*** that I could not issue a refund if that was the caseBig O Tire has no problem issuing a refund to the customer as long as we can get the tires back in our hands

The shop did not do any work near or around the driveline / transmission areaWe did new tires, idler arm, pitman arm, cv axle and front shocksWhen customer brought it back to the shop we stopped work and inspected his truck right awayOn the rear drive shaft ujoint it was mission of
the end caps that hold it together at the axleWith those missing it allowed the drive shaft to move back and forth and in return cracked the transmission housing where the drive shaft inputs into itWe offered to pay for a rebuilt transmission free of charge to the customer and only charge half the labor to help out the customerThe shop went above and beyond to assist the customer in resolving this matter

once I get the defective tires I will pursue this problem further but not until that happens.This situation is finalized until that timeJF

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: a *** *** representative in *** said he had never seen this problem with tires, he did not say there was nothing wrong with tires.initially I was to return tires to cheyenne, there was nothing said about shipping them back big o tire appears to have very many complaints in the west.I live miles from complaint reception office in *** and volunteered to take tires there for inspection, with no response chuck, a repsupervisor in ***has called me several times, which I missed, but he never returned my call backs I see big o, *** ***, ***, merchants, and all other firms owned by *** to bea put off in response to complaints, and shall continue to try to inform public of their unwillingness to deal with problems.*** *** in *** sells this same line of tires, and there should be no reason for them not to accept them for return
Regards,
*** ***

once I get the defective tires I will pursue this problem further but not until that happens.This situation is finalized until that timeJF

once I get the defective tires I will pursue this problem further but not until that happens.
This situation is finalized until that time.
JF

[redacted]
I called the customer [redacted] after talking to the manager of [redacted] there in [redacted] where the customer took the tires. He stated there was absolutely...

nothing wrong with the tires in dispute. I then called Mr. [redacted] personally and explained that if he was wanting a complete refund we as a business were not against that, but I would need to have him get the tires back to my shop. He refused to pay the shipping to get them to me and he was just going to throw them away. I told Mr. [redacted] that I could not issue a refund if that was the case. Big O Tire has no problem issuing a refund to the customer as long as we can get the tires back in our hands.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

My name is [redacted]. I am the owner of both Big O Tire locations here in Cheyenne. I have been in the automotive industry for 20 years and want you to know that I appreciate your input. Thank you for notifying me of this situation. I will for sure provide you with the requested refund. I...

would like to go 1 step further and inform you that you are the most important customer and would like to have the opportunity to meet with you and express my apology in person and or on the phone. It is my goal to take care of every customer we service 100%. I would never make an excuse for poor service and I understand that there is a multitude of facilities in town to have these services performed. My team and I take care of over 2000 cars per month and it saddens me to say but we do have similar issues with other customer on a monthly basis. I conduct weekly training and have all my employees signed up with an automotive university also performing monthly training to prevent these situations. It is very unfortunate that this has taken place however I stand behind every vehicle we touch and will issue a credit for the recent visit that was not performed to your deserved standards. My standards require 100% on every vehicle every visit to parallel your expectations. You deserve to have those standards and I strive to give you them.  Thanks again for your time and please accept my sincere apology.