Big O Tires - Evans

Review: 2/22/14 I took my Jeep in for the front breaks and rotors. I came back within a 2 hour period becuase I had not received a call back (they did not get my # before I left). When I went back for my Jeep they told me that my rear bearing on the left side was bad an needed to be replaced. I asked why, they said that's why I was hearing that loud noise beacuse the bearing was bad. I asked how much and if they could do that now? They said roughly another $285 dollars but could try and work with me. So the total for my rotars and brakes with Labor was $305 but with the bearing and Labor another $285. (Total of $590). So by the time I went back for my Jeep the second time they said I had 2 other things wrong, which was a bent axel and lead shaving in my differential (pumpkin like shape thing). They asked if I wanted to see the lead shaving in the differential becuase they had took a picture of it. I was frustrated but said No I just want my car. So the total ended up being $680-$50 beacuse I had a coupon total of $630 I paid. After I left I could still hear the noise from the left bearing they claimed to fix. I took it back that Thursday 2/27/14. They asked me to come out on the floor of the shop to see my wheel was still wobbling and hear the noise from the axel being bent. They said it all needed to be fixed soon becuase it wasnt't goin to last long and mess up the bearing again. My question first why where they back there when I never asked for that to be looked at when I first brought the car in? Second if they knew it needed to be fixed as well with the bearing why didn't they fix that as well and save me the Labor cost? The owner stated becuase they were not specialized in that so I should take it to a shop or my dealer. Went to the dealer shop but unable to look at it untill today 3/4/14. Stated the axel was bent, lead shavings in the "pumpkin" Big O should have fixed the axel, bearings and lead shavings to save time, parts and money!Fixing 1 bearing was not going to fix the noise & other issues!Desired Settlement: $325 work/parts that had to be done to the rear bearnings/Labor only

Business

Response:

To Whom It May Concern,

I spoke with [redacted] when she returned to the shop with the complaint that she had a noise in the rear of the car and again today. Like all things there are two sides to every story. [redacted] came to the store to have brakes done and we did fail to get her number. We did install front brakes and rotors, which took care of her initial need. While doing the work we inspected the rear of the vehicle and it was determined that her wheel bearing was worn out and we recommended replacing it and flushing the rear differential. When she returned we informed her of this and she approved us to go forward with the work. Like anything there is a process. We first replaced the wheel bearing and then flushed her rear differential. To flush the rear differential you have to remove the inspection plate to drain the fluid. The wheel bearing was worn and evidenced by the wheel assembly moving vertically. We fixed the wheel bearing as authorized by [redacted], and went on to flushing the rear differential. Upon removal of the rear differential inspection plate it was quite obvious by the quantity of metal shaving that the rear differential was toast. By removing the rear inspection plate all of the fluid is drained in the rear differential, at this point you have no choice but to go forward with the flush. We cleaned out the metal shaving, flushed the rear differential of debris, replaced the inspection cover and topped off with fluid. Essentially completing the work that was approved by [redacted]. We tried to contact [redacted] (by now we had her number), she did not answer. When she arrived my salesperson informed her of the problems that were discovered with her rear differential (he even went so far as to take pictures.) She didn't want to look at the pictures, was quite annoyed and wanted her car back, which of course we obliged. I understand her frustration of coming in to have one problem fixed, which we did by completing the front brake job, only to discover that she was in need of a rear wheel bearing and a rear differential. The wheel bearing was destroyed and we corrected the problem. Upon flushing the rear differential it was discovered that the differential was worn beyond repair. My shop is not tooled to replace rear differential and she was informed of that.

When [redacted] returned to my shop complaining of noise in the rear of her vehicle, she was again informed that the noise was the result of her rear differential being worn out. At that time she was shown the pictures that she refused to look at originally. Again it was explained to her that my shop was not tooled to replace rear differentials and she was told to see a specialist. The specialist has confirmed what was told to her. All of the work that was performed at my shop was authorized by [redacted] and necessary. Her front brakes and rotors were worn to the point of needing to be replaced. Her rear wheel bearing was worn to the point of needing to be replaced. Her rear differential was full of metal shaving from gears grinding on each other to the point that it needed to be flushed. All things were approved by [redacted], performed by us and charged accordingly. In an effort to mitigate this issue I had offered [redacted] a refund of the cost of the wheel bearings, keeping in mind that they were necessary at the time of replacement. [redacted] refused to listen to reason that all the repairs made were necessary at the time and approved by her. She continued to not listen to reason and I rec-ended my offer to compensate her for parts knowing that no matter what I did she would not be happy. The truth of the matter is that work was performed, prior to anything being done she was informed and she approved all repairs. I do not drive [redacted]'s car, and I did not neglect proper maintenance and repair that created the situation. That responsibility falls squarely on [redacted]. I made the necessary repairs that were within my scope of abilities all with her approval. Working on her car is the equivalent of going into a dark room with a flashlight. The more we fixed the more we discovered what was wrong. [redacted] was unhappy with the news, but informed none the less. Unlike a doctors office we do not have an x-ray to look into the rear differential to know that it is destroyed, and there is a process in which work is carried out. As stated above we determined the wheel bearing to be bad and we corrected that problem (step 1.) Then we flushed the rear differential (step two) It wasn't until we removed the inspection plate and drained the fluid that it was discovered that the rear differential was toast (the equivalent of an x-ray...finally able to see whats going on on the inside.) As soon as we knew what we were dealing with, [redacted] was informed. She chose to not look at the pictures, and regardless we are not tooled to do the work.

As far as I am concerned we did nothing wrong. Its a damned if you do, damned if you don't situation. Had we not discovered the wheel bearing and rear differential issues, I would still be writing you a letter because then I should have discovered those issues and informed the customer. Because I discovered the issue and performed the work as per her authorization, I am still stuck here writing a response. Her issue has nothing to do with the work performed by me. There is nothing faulty or defective in what was done. My failure is universal. I can not see what is covered up. You wouldn't know that the rear differential is toast, when you have a wheel bearing that has failed and you can not see it. Once I was able to turn the light on in the room and discovered her rear differential was toast it was apparent that there was more wrong with her vehicle than just a wheel bearing. You wouldn't want a carpenter to remove your appendix, just like you wouldn't want me to replace your rear differential. I am aware of my limitations and communicated them with the customer. How many complaints do you get for being honest?

In summary, I am unwilling to refund [redacted] any money. Everything that was replaced on her vehicle was worn out and in need of replacement. Everything that was replaced on her vehicle was communicated to her and authorized by her. I am sure that no one works for free and neither do I.

If you need further information please feel free to contact me.

Thank You

Jon Smith

Owner

Big O Tires

Consumer

Response:

I am rejecting this response because: I responded to this and not sure why it's not showing!

Again I will respond, so yes I took my jeep in for front breaks and rotors and that work was done and complete with no problem a total of $305. Once again, I never asked for anything else to be looked at and Big O took it upon their selves to look further at my car and that's when I was told about the bearing on the left side. So I went to pick up my Jeep because they failed to get my number the first time.

So the sales person or front desk clerk said my wheel bearing was bad an needed to be replaced and that's why I was hearing that noise. I asked if it needed to be done right away and he said I didn't havelong and it would eventually go out. I asked about how much more and would theybe able to do it now? He said roughly about another $285!! I said that was waytoo much but he said he would do what he could to help. I had a coupon for $50dollars off after having two different things worked on so I used that. After Iwent back about another 2 hours or so, they said my axel was bent and therewhere lead shavings in my differential. That it need to be fixed soon (like inthe next few weeks) because the lead shavings would mess up the bearing againand I would need to replace it again. I was asked if I wanted to see thepicture they took and I refused because I did not even know what It looked likebefore. I asked them just to give me my car and I left. After I left I couldstill hear the noise but I thought maybe after driving it for a while it wouldgo away. I noticed the next day it did not it only sounded the same (which isSunday) so I had to wait till Monday to call Big O.

So when I called Big O Monday 2/24 because I still couldhear the noise from the left side of my Jeep I asked if they could look atagain. I was told to take my car in Thursday because I could not take it thatMonday due to me being at work late.

After I took my car in and was told by Jon to come out onthe shop floor because they had my car up to where I could see the wheels. Iwas told that the car was still making the nose because the axel was bent andthe lead shaving where all over and that what causing the noise. He then saidthat's why you need the axel replaced the differential cleaned out of the leadshavings because it's going to mess up the bearing again. So I asked why wouldyou fix the bearing knowing the other work needed to be done. Jon then statedthat's why my guy said for you to take it into Amcco or your dealer because wedo not do that kind of work here. So my questions was, why again would you fixsomething that needed to be fixed with another part (or 2) knowing that itwould mess up and need to be replaced again soon? Jon said because it needed tobe replaced soon but also they axel with the differential needed to be done butagain we don't do that kind of work here. I was still puzzled on why would youdo the bearing knowing if I didn't fix the axel and the differential it wasgoing to mess up the bearing again soon and need to be replaced a second time(within a 3week period from what I was told).

So I left took my Jeep to my dealer that same day explainedwhat happened and showed them my receipt. They were able to look at my car3/4/14 and said yes Big O was right about the axel and lead shavings but whywould they fix 1 bearing know there’s lead shavings that are causing thebearings to mess up? They said that was pointless and when removing the bearingand replacing the axel its cheaper, saves time and money. So why did they notfix both? I told them because Big O stated they do not do that type of work. Mydealer said they would try and save the bearing Big O did but that when removingthe bearings with the type of pressure they need with the axel is verydifficult to save because they don’t work as well and end up giving out soonerso it's just best to do them at the same time, especially with the leadshavings all over it was only going to mess that bearing up all over again. (Sothey should have again left it alone and let me have all the worked fixed attime same time)

I spoke with Jon after the dealer explained everything to meand I told him what was said. I asked for my money back because just like Jonsaid "replacing the bearing was needed but with the axel bent and lead shavingsin the differential the bearing was going to need to be replaced soon if I didnot do the axel and replace the differential". So why would you do thebearing knowing I need the other work and knowing you could not complete thatwork? I wish they would have giving me an option instead of fixing it and thensaying well if you don't do the other parts the bearing will mess up and thenyou’ll need a new one anyway. I should have just been given my car back whenthey realized it needed more work (which again I never asked for to be lookedat) and they were not able to fix the other work since they don’t"specialize" in that type of work.

Jon said he would only give me $75 dollars for the parts andwanted the old parts back plus the axel. I told him I paid more then that and Iwould not give him the axel when that was something he did not fix. He statedhe needed to make sure it was taking off and replaced before he was willing togive me my money back. I told him that was unfair and feel like I'm beingpushed around and I wanted my refund. He said he was not going to argue with meand was not willing to work with me no more. I told him I would report it andget a lawyer if I need to and then he hung up on me!

I paid $72.98 rear wheel brg set left side $25.42 rear wheelseal left side $154.78 remove and replace wheel bearing-rear one sie $40.00diff service labor $3.00 fluid disposal fee $38.97 op misc service parts Gearoil this does not include taxes and shop supplies Total of= $305.83.

I just want my money back for parts that they know weregoing to mess up if I did not do the axel and differential soon. They should ofbeen honest and said " I can do this one job but not the other and itwould just be best to do them all at once" not go ahead and do it findmore problems and make me pay double anyway for a part that eventually wasgoing to mess up because the other two parts were going to make it go bad againjust like they said!

Regards,

Business

Response:

To Whom It May Concern,

All of the work that was performed on [redacted]'s vehicle was necessary and approved by [redacted] and charged accordingly. She has a rear differential that needs to be replaced as well, that is work that is not performed at my shop and she was advised to seek out other mechanical shops for those services. I don't know what more can be said that hasn't already been said. It is not my fault that her vehicle is in need of so much repair. I am quite happy to hear that she is getting the rear differential fixed and I am sure that she will be happy to have a vehicle in good working order. Believe me, If I had the tools to replace the rear differential and the skills...I would be doing it lickety split, unfortunately I do not.

If you need more information please feel free to contact me.

Thank You,

Jon Smith

Owner

Big O Tires

Consumer

Response:

Thursday March 6, 2014

I am rejecting this response because:

Yes, we both agree that I approved the work for the break and rotors which was done fine. In the first response it was stated by Jon that"while doing that work they inspected the rear of the vehicle and discoveredthe wheel bearing was worn and recommended replacing and flushing thedifferential". So that right there alone should say something because Inever asked for anything to be inspected from the start. BIG O went ahead andtook it upon them selves to have their mechanic inspect the rear of my Jeepafter doing my FRONT brakes, WITHOUT MY permission in the first place! When Ireturned to pick up my vehicle from the brakes being done is when I was toldabout the wheel bearing needing to be replaced. Our conversation again that Istated in my last response is what happened “how much, does it need to be donesoon and can it be done today, etc.?” I returned after the wheel bearing wasreplaced and was told about the axel and the differential then! I did not approveanything else to be fixed nor flushed except the front brakes, rotors and wheelbearing. Inspecting further and "flushing my differential" again BIGO took it upon themselves to do that when I never asked for it again! BIG O/Jongoing further and inspecting my car for whatever reason they did on their own.Like I told Jon “if my wheel bearing was bad and I found out later, I could nothold him liable because I never asked him to look at it in the first place sothat wouldn’t have been his fault.” For BIG O/Jon knowing the bearing wouldmess up again if I did not do the axel and the differential (in the 3 weekstime). It should of been my choice especially if they knew and said “the axeland differential need to be done soon because it's going to mess up the bearingagain and will need to be replaced again!” So again, I wish they would ofgiving me an option and let me decide if I still wanted them to do the bearingwith them not being able to fix the axel and differential. Knowing they stillneeded to be replaced and that would have been on me if I had to replace itagain! I was never giving an option after they found more work needed to bedone that they did not “specialize” in! It really was pointless to replace the bearing with the lead shaving in the differential along with the axel bent,which caused the bearing to go bad in the first place

Regards,

Business

Response:

It is unfortunate that [redacted] is upset. I don't know what more can be said. All work was approved by [redacted], necessary, and billed accordingly. I can only say that it is the equivalent of a surgeon removing your apendix and discovering that you need to have a quadruple bypass operation. We removed the appendix (replaced wheel bearing and flushed rear differential) While flushing the rear differential we discovered that her entire rear end was worn out (the need for the quadruple bypass. ) Because our initial job was to remove the appendix because it had burst (the worn out wheel bearing) and she was already cut and we were were there we couldn't stop. While giving her blood (flushing and re-filling her rear diff) it was discovered that the bypass was needed (replacement of the rear end) We couldn't stop and let her die on the table, and we are not hear surgeons (we don't replace rear ends) Instead we stitched her up, to pictures of the bad heart and wwhen she came too explained to her that she was going to need a quadruple bypass, but we are only appendix doctors. I think everyone can agree that the appendix needed to be replaced, it had bburst and as a result of surgery a transfusion was necessary. It would be unethical for a doctor to not inform the patient that she was in need of a quadruple bypass. Just because the bypass is necessary, doesn't mean the appendix surgery should be free. Any doctor would have done what we did...stitch her up and let her know that she is going to need to have surgery again in the near future. THAT IS ALL THAT I DID. I don't know if my comparison sheds a different light on things, however something is missing in my communication to [redacted]. As her car doctor, her car has lead a hard life of use and is now in need of services that I am unable to provide. Like a good doctor I recommended that she have a specialist take car of the problem. Everything that I fixed on [redacted] vehicle was worn and in need of replacement. It was only during the transfusion that it was discovered that her rear end was in need of replacement, but at that time all I could do was stitch her up and share the knowledge that I had.

In summary. All the work that was performed on [redacted]'s vehicle was necessary, approved by [redacted] and billed accordingly...not a simpler way to boil down. Furthermore her invoice reflects our findings "FOUND METAL IN REAR DIFF SHOWED CUSTOMER A PICTURE ADVISED HER TO GO TOO AAMCO OR THE LOCAL DEALER LEFT AXLE IS BAD ALSO CAN GET BY FOR NOW". There is nothing more that can be said or done, I would hope [redacted] will realize that I am an honest shop and always strive to go above and beyond for every customer that walks through the door

Jon Smith

Owner

Big O Tires of Greeley

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am sorry but you can not compare the two! My car was notdying with liver failure, gall bladder burst/failure, etc. And its life was not on the line so that to meis in no comparison. I was told I could get by for only about another 3 weeks before it took out my whole back end. So I should have had a phone call first whenthe wheel bearing was taking off and BIG O noticing the axel was bent. Thenafter going farther into the car (inspecting more was not asked) seeing thedifferential had lead shavings is when I could have been given a call a secondtime. My car did not need it that same day; I even asked how soon it needed tobe done. According to Big O, I had about 3 weeks from what they said. I had themoney for the wheel bearing so that’s why I approved it but when they noticedthe axel and differential. They should have stopped right there, given me acall with the option to continue to have the wheel bearing replaced. If I chose too, then it should have been said to me it would need to be replaced again since the axel and lead shavings were causing the bearing to mess up IN THE FISRT PLACE! I could have saved time andmoney, instead of paying double for the labor and parts a second time. BIG O AGAIN said the axel and differential would need to be done within 3 weeks because it was going to mess up the new bearing AGAIN! They had plenty of opportunities to give me a call when they realizedmore work needed to be done that they could NOT fix. BIG O could of put my carback together (after IF I had an option to not continue with the bearing) I wouldof paid half for labor because the job did not consist of a full job or newparts anyway! During my phone call with Jon he said “why would my shop need toput a new bearing when the differential is a 4 ft. away from the bearing?” Somy question is why was BIG O that far into my car knowing that’s a job theycan’t do anyway or don’t have the proper tools for? With Jon only wanting togive me $75 for parts is not even close to accurate, I know what’s on my receiptand paying $250 for Labor is what he is saying?! No that is very incorrect andwould like my money back for a job that could have waited so I could go to mydealer/shop that could have done all the work at one time! Saved me the hassleof not having to pay for the same part and labor work 2xs! Now better communication and options would be more of what I would say is an honest person!

If anything I am upset becuase I trusted BIG O been there before with my Jeep and had no problems and now I will no longer go there after this experience!

Regards,

Business

Response:

The facts speak for themselves. Work was needed, customer was informed, customer approved the work, work was performed, and transaction was completed. Invoice was noted. No compromise will be reached, we both feel we are right. I agree that we disagree, but the discussion ends here. Case closed, can not satisfy customer.

Jon Smith

Owner

Big O Tires

Business

Response:

To Whom It May Concern

I have attached a copy of the invoice for [redacted] vehicle. Please note that in black bold letters at the top we informed her that further action was needed. Also please note upon review of our correspondence that she was notified of our finding and approved all work prior to work being completed.

Thank you for your efforts in resolving our differences

Jon Smith

Owner

Big O Tires of Greeley

Review: I went to Big O Tires, requesting to have the passenger tire repaired due to a screw in the tread of the tire. While preforming the repair , I watched closely to see what was being done. While observing the repair, I watched the techs drop my vehicle for a foot in the air by lowering a jack in a quick motion. Also while tightening my lug nuts, one of the techs stripped the passenger side lug. He ignored the issue knowing that I watched him strip it. Once the vehicle was returned to my possession I investigated the lug nut. I found a broken and stripped lug nut, I asked the employees to replace the part and I would be on my way. After the techs could not find a replacement they involved the shop manager by the name of [redacted]. Whom informed me they would have to order the lug nuts at my expense. Once I argued the point they damaged my vehicle while in there possession and they should be responsible for the repair the shop manager requested I leave with out fixing said issue. Now I have vehicle that is no longer safe to drive, I am left with the expense to cover the repair as well as loss wages due to not having a safe vehicle to commute to my place of employment and now way to cover the cost now. I need some assistance in holding this company responsible for the damages they caused to my vehicle and loss of wages. People who do business this way should be shut down this is horrible.Desired Settlement: I am out of work until this issue is resolved and I have an unsafe vehicle, so I cannot drive anywhere. I want the parts replaced by a mechanic of my choosing and money damages. If said business cannot comply I will seek legal action as well as slander on every form of media available.

Business

Response:

Like most things there are two sides to every story. We did repair customers tire and in doing so had to remove his lug nuts. When we went to put tire back on it was discovered that one of his lug nuts had damaged threads and wasn't going to go back on without damaging the lug stud. My employees replaced the damaged lug nut with an aftermarket lug nut at no charge. The customer insisted on having a factory lug nut and I offered to order one at his expense. I tried to explain to him that it was impossible for us to damage a lug nut during removal and I inspected the stud and there were no signs of damage to it. I compare it to a person tieing my shoes. I was unlucky to be the person that discovered the damaged lug nut. Things that get used wear out. I am not in the business of replacing worn out items for free. I extended every courtesy that I could by offering the customer a free aftermarket lug nut, and even offering to order him a factory lug nut for my cost. Sometimes business and customers can't see eye to eye, and perhaps I was a bit hasty in my response, however the facts remain the same. I discovered a damaged lug nut that would not go back on the vehicle without stripping the stud and creating more problems. I offered solutions at not cost to the customer and a solution that would cost the customer. The customer was unreasonable and I chose to stop at that.

Regarding his desired outcome. There are multiple [redacted] Dealers in Northern Colorado that sell his factory lug nut and I am sure that any of them would be happy to sell him one. If he chooses to miss work because he won't replace a worn out part I guess that is his choice. I am sure he feels that he has been wronged and I feel like his request to replace a worn out part at my expense was outside of my obligation. Unfortunately we are going to have to agree to disagree

Thank you for your time

Owner

Big O Tires of Greeley

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Upon entering the shop there was no wear

and tear on the part in question. I watched the tech myself strip the lug nut

as he tightened it, the wrench slipped. The tech also admitted to doing so in

front of five other employees. Why they all made a joke at his expense (Always

the new guy to cause issues). Also the lug nut did successfully get put back on

the vehicle but the lug was stripped and broken. They attempted to send me on

my way but I inspected the lug and noticed it was stripped and broken. I advised

the techs of the lug and the new guy admitted to doing so. Then the other techs

advised me they may have one around the shop and after making many attempts and

forcing wrong sized lugs onto my vehicle they had stripped the bolt. Once I voiced

that this is an unreasonable fix, [redacted] was informed and brought to the

vehicle. After he inspected a lug that was not even the lug they had damaged

[redacted] proceeded to tell me it’s not their fault and I have to cover the damage

and expense his techs admittedly caused to my vehicle. [redacted] then refused to

provide any further service, leaving me and my vehicle sitting there

with a missing lug and a stripped bolt. I had to plead with one of the techs to

just shove a lug on there so I could at least make it home. [redacted] in no way

shape or form offered to resolve this issue without it being at my expense. It

was a simple lug nut issue he could have solved there and then, due to his lack

of customer service skills he found it more efficient to leave me to figure out

my own resolution to the damage is negligent technicians caused to my vehicle.

Also if you read his response once more he contradicts himself, first he states

he did not offer to cover any cost for the part and later in his statement he

suggests he tried to offer some help in which he did not. So which lie are we

supposed to believe [redacted]? They are at fault and need to help responsible. They

damaged a $20 lug nut and instead of fixing it correctly they caused more

damage trying to add aftermarket parts that did not fit the bolt (I watched

closely), now it will cost me a $110.00 to have the issue fixed by Real

mechanics. Not to mention the valuable time wasted with this crook.

Regards,

Business

Response:

I do agree that it was a simple lug nut issue. The customers lug not would not go back on the stud, because of wear and tear. I offered the customer an aftermarket lug nut that I had at the shop at no charge. That was unacceptable to the customer, I offered to order a factory lug nut for the customer and sell it at my cost. Customer refused. Unfortunately we are going to have to agree to disagree regarding resolution.

Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because: To clear things up, [redacted] It was the outside threads of the lug nut that was stripped and busted. The inside threads were fine other than a crack that occurred due to being forcefully over tightened. The lug you had inspected was not my original lug nut. You were handed one of your aftermarket lugs by your tech that they were trying to force on the lug stud, hence why it did not fit.

Now, at the beginning I stood in your shop by the door that has a window watching every move your tech made regarding my vehicle. While making conversation with you, after you had walked away I observed your tech tightening my lug with a torch wrench. As he was doing so I saw his hands and the wrench slip and after he slipped he bent over and touched the lug to see the damage he had caused. Then immediately he turned and look in my eye as I was standing at the window and walked away. I thought ok well he will tell me if he damaged it or it should be ok, either way I wanted to inspect it. When your employees did not advise me of any issues taking off the lug or putting it back on and told me I am good to leave. With no charge and no information as to any issues with my vehicle. I then proceeded to the front door to claim my vehicle and before the tech could make it three feet to the front door I asked him about my lug while he begged me for a cigarette. I showed him the lug that had been damaged and said "This is not right you guys damaged this you need to fix it". He agreed and asked me to pull my car around and they will find a lug that fits on it. The techs had to hammer a socket on to the lug in order to use a impact wrench to remove the lug. An issue they did not have taking it of the first time I might add. While your techs made a few attempts to find a lug that would fit, I was making conversation with another he advised he would check my tire pressure on all four tires. Once I stopped your techs from forcing any more lugs on to my vehicle I advised one that I want my vehicle returned to the manner in which I brought it in. He went to get his manager (Jon), Who came out looked at their own after market lug (Not the damaged part in question). [redacted] then advised me he would have to order the logs at my expense, I instantly refused and advised that his shop caused the problem and I should not have to pay for it. Without any further knowledge [redacted] advised my to leave his shop, I threatened legal action. [redacted] then stated to make sure they spell his name right and walked off. As I was left standing there with a missing lug nut and a damaged lug stud, I pleaded with a tech to at least put a lug on so I could make it home with out another breaking or causing further damage. [redacted] did not explain anything to me other then "All we did was fix your tire" he never stated anything to the fact that he could provide a lug at his cost or any other solution. The techs made many attempts to resolve it on their own before involving [redacted] in the situation. They must know more of integrity and ethics.

Since [redacted] seems to be the only party here not willing to own up to his mistakes and customer satisfaction, I will be seeking legal action in a small claims court. [redacted] will receive a written notice allowing 10 days to settle this matter, In accordance with the Motor Vehicle Repair ACT.

-Motor Vehicle Repair ACT, Right to Sue.

If a customer feels a facility broke the law, they may sue in Small Claims Court, and if the customer wins, they may recover THREE TIMES the amount of the actual damages, but no less than $250.00. Small Claims Court is limited to $5,000.00. A customer may sue in a higher courts to claim more. The courts MAY award attorney’s fees and court costs to the winning party in the law suit.The customer MUST send by certified mail a WRITTEN NOTICE giving the facility 10 days to settle before the customer can file any action in any court. A customer does not give up the right to sue when the bill is paid to get the vehicle back. This DOES NOT mean that the customer has consented to the charges. The customer MUST bring action within ONE YEAR from the time of the notice to the facility

http://www.colorado.aaa.com/auto/auto-repair-maintenance/motor-vehicle-repair-ac...⇄ />
Regards,

Business

Response:

It is unfortunate that we cannot resolve the issue at this forum. I will again restate that the lug nut was damaged from wear and tear and could not be put back on the wheel stud, without causing damage to the stud, creating a bigger problem than a worn out lug nut. My mistake was was not ordering a replacement lug nut for the customer and billing him for it. According to CRS 42-9-101 that was well within my rights. The customer has the right to pursue this matter in a different venue and despite the customers opinion, I believe I run an honest law abiding shop. We all have bad days when it comes to servicing the customer. I felt as though I had went out of my way by offering an after market lug nut at no cost. The customer refused the after market lugnut and refused to purchase a factory lugnut. I was in a rock an a hard place. I was not able to correct the problem because the customer refused to accept my aftermarket lug nut gratis, and was unwilling to pay for a factory lug nut. In hindsight, as stated earlier, I should have just ordered a lug nut and charged the customer, as per CRS 42-9-101. I don't believe that would have resolved our difference of opinion, but the customer would have left with the factory lug nut that he wanted. Unfortunately if things are used they will wear out. No one likes to hear that they have worn out parts and I understand the customers position, but its like getting a blood test back and finding that you have cancer. You went to the doctor to check your cholesterol and discovered you had cancer. No one is happy about that diagnosis, and it may be a stretch to compare the two, but on that day the diagnosis was a bad lug nut that wouldn't go back on the stud. The remedy was a new lug nut. The customer refused a free aftermarket lug nut and refused to purchase a factory lug nut. In essence the customer discovered they had cancer and they refused chemo. Hard to argue with that. As a final attempt to satisfy the customer I will still sell the customer a lug nut...approximate cost $7.00.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I purchased a set of used tires in March from this shop, they installed the tires and never advised me of any issues with my lug. Upon returning to this shop requesting a tire repair, they repaired it and advised me there is no issues you are good to leave. This means his techs have had that lug in their hands four times and never noticed any damage? or had any issues putting it back on? Now as explained over and over, I watched the tech slip with the wrench. They gave me vehicle and told me there are no problems have a good day. Since I took it upon myself to investigate the damage I noticed the OUTSIDE threads were stripped and the lug itself was broken. There was no damage to the lug stud until the techs hammered a socket on to the lug the tech broke. Further damage to the lug stud incurred after the techs were forcing incorrect lugs onto my vehicle. [redacted] (Again) was handed a lug that was not for my vehicle but a after market lug his tech was trying to force on my vehicle. Since [redacted] has found it to difficult as a shop owner to collect all the data from his techs and maybe listen to the customers complaint? Suggestion. I have to agree, it does not look as if he is willing to admit his shops negligence and we are not going to reach an agreement here. Thus I wish to stop wasting my time with these replies, I am moving forward with the court process. A letter of demand has been sent to [redacted] allowing 10 days to comply or face further legal action. I am now requesting the Revdex.com remove the certificate in which it provides to reputable customer focused company. This owner failed to report any damage to my vehicle and failed satisfy or listen to any complaint provided by the customer.

Regards,

Consumer

Response:

To whom it may concern,

Attached is the receipt for the repairs done, after Big O Tires damaged my vehicle. As noted on the receipt the repair took place the day after the shop had caused the damage. Please let me know if you need anything further.

Business

Response:

This is the ongoing discussion regarding the lug nut that would not go back on the vehicle. We offered the customer an aftermarket lug nut at no charge which he refused. We offered to order a factory lugnut and sell it to the customer at cost, which he refused. I personally inspected the stud and at the time that vehicle was in the shop the lug stud was in perfect condition. The reason we did not install his worn out lug nut was because it would damage the stud resulting in a repair of the stud. I can not speak to what happened with the stud after it left my shop, however I did personally inspect the stud and while it was at my shop it was in perfect condition and able to receive either after market or factory lug nut. As you can see by his attached invoice the lug nut was an inexpensive part and would have remedied the problem immediately. He refused the after market lug nut I was willing to give him and refused to purchase the lug nut that he wanted. I am in a rock and a hard place. I obviously am not in business to repair vehicles at no charge items that wear out He had stated in previous emails that I have had tires on and off his vehicle 4 times. That is just my shop, I do not know how many time the tires have been on and off his vehicle, but I can assure you that wear and tear takes place anytime something is used. I took the prudent route and did not install his worn out lug nut, because I new it would cause damage to the stud. When the customer was not happy with either remedy I proposed, I asked the customer to leave. It was his choice to not accept the after market lug nut and his choice to not pay cost for a factory lug nut. It is a shame to have a dispute over a 7 dollar part, most customers would have been thrilled with either remedy that was proposed. As I said in the past correspondence perhaps I did not handle the situation to the best of my ability, but my resolve is still the same. The lug nut was worn out and would not go back on the vehicle...plain and simple. In the course of my business this is not unusual and if I made a practice out of fixing every vehicles worn out part at no cost, I would not be in business very long.

Please fee free to contact me at any time

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As stated numerous times to [redacted]'s response

of a worn out part. He is arguing a situation that did not exist! This will be

the last time I will advise [redacted] of the issue outside of court. The lug was

taken off to repair the tire and at that time the techs had no issues removing

the lug. Then the lugs were put back on with an impact drill, once the tire was

repaired. Then another tech came with a torch wrench whom slipped on one lug,

he then inspected it and looked at me and walked away. Next they presented me with

my vehicle and advised there in no cost for the repair and that I was good to

leave with no mention of an issue with my lug. Because I inspected the lug that

I saw the tech slip on, I brought the issue up to the tech and he asked me to

pull my car around and they would replace the lug. I agreed this would be an

except-able fix, further more I did not even request a manager. Once they

started to force multiple lugs on that were damaging the stud, I asked the

techs to stop and advised that they needed to make my vehicle whole again.

That's when they graved [redacted] and he did not inspect the stud he stood next to

me and looked at a lug that was NOT the lug that was damaged or even for my

vehicle. Of course it didn't fit, the lug he inspected was the one they were

trying to force on my vehicle (Which I still have and will be admitted as

evidence). That is how the stud was damaged. [redacted] did not care to hear any

complaint from me. He immediately demanded that I pay for it. Of course I

refused, I watched the damage occur luckily enough or I would have never known.

The techs had to hammer a socket on to the lug just to get it off. They did not

have to do that to repair the tire. Also I have served [redacted] with a letter of

demand asking for $250.00 which is the minimum I am willing to except to

settle. Otherwise I will be perusing the matter in court asking for a larger

amount. [redacted] I bought my vehicle in February of this year, I inspected it when

it was purchased and so did my mechanic and I have testimony that it was not

damaged at that time and the only other 2 times the tire was removed was in

your care and I have proof of that as well. The whole issue was the outside of

the lug being stripped not that it wouldn't go back on the lug stud. They

caused the damage to the stud by trying to force an aftermarket part onto it.

[redacted] found it too difficult to act as a manager with integrity and investigate

why a returning customer was upset and kicked me out of his shop with two lugs

off the vehicle and one that was damaged. Causing me as the consumer to have to

beg a tech to at least but something on the vehicle so I could get it home. This

is outrageous for a shop owner to make me leave while the vehicle is clearly

unsafe. The Revdex.com has enough data from both parties to make a decision. I will

argue this point no further until in front of a judge.

Regards,