Big O Tires - Frisco

To whom it may concern: Mr [redacted] was into our store on July 8th He purchased a set of four tires and was told at the time that his vehicle needed to be alignedHe declined the alignment as is noted on his invoice that he providedThe alignment would have cost him an additional $He has also not rotated his tires within that year at our store at leastThe tires on his All wheel drive Volvo now need to be replaced and he believes this to be our fault We are not attempting to "fleece" more money from himWe are simply informing him of his car's needsI will gladly work with him on replacing the tires and find a reasonable solution for his needsHe has not spoken to me personally and this is the first time I have had a complaint from him [redacted] Store Manager

Complaint: [redacted] I am rejecting this response because: I was specifically told more than once that the truck was going to have the ball joints repaired while Big O Tires had possession of the truck It was not until a week later, that I was informed that they had lied and had not performed the ball joint repair as they had informed me they would Payment was never requested for this service until after the service was supposed to have already been completed I was told multiple times that the reason they needed to hold the truck was to perform the ball joint repair If Big O Tires was solely waiting for parts to arrive, they could have informed me of the date to expect the parts and make an appointment to complete the tire and lug repair There was no point of them taking possession of my truck for a week to wait for a box to arrive That makes no sense I left the truck with them for a week to have the ball joints repaired, as they had agreed Had I solely been waiting for a new lug/tire, I would have taken the truck home and brought it back when the parts were available Big O Tire continues to contradict themselves throughout the entire process Regards, [redacted]

Complaint: ***
I am rejecting this response because:I was specifically told more than once that the truck was going to have the ball joints repaired while Big O Tires had possession of the truck It was not until a week later, that I was informed that they had lied and had not performed the ball joint repair as they had informed me they would Payment was never requested for this service until after the service was supposed to have already been completed I was told multiple times that the reason they needed to hold the truck was to perform the ball joint repair If Big O Tires was solely waiting for parts to arrive, they could have informed me of the date to expect the parts and make an appointment to complete the tire and lug repair There was no point of them taking possession of my truck for a week to wait for a box to arrive That makes no sense I left the truck with them for a week to have the ball joints repaired, as they had agreed Had I solely been waiting for a new lug/tire, I would have taken the truck home and brought it back when the parts were available Big O Tire continues to contradict themselves throughout the entire process.
Regards,
*** ***

Big o tires has repaired all items that are associated with the original repairThis included replacing one tire and a lug nut and stud that may have been damaged due to work we performedThe truck in question does need further repairs to include ball joints on the left sideThis in no way is associated with the tire replacement that we conductedWe have apologized to *** for the inconvenience of having to wait for his truck to be repaired but it was mostly due to tire and part availability on the weekend in questionNo further repairs will be conducted on his truck by Big O Tires.
*** ***

Big o tires has repaired all items that are associated with the original repair. This included replacing one tire and a lug nut and stud that may have been damaged due to work we performed. The truck in question does need further repairs to include ball joints on the left side. This in no way is associated with the tire replacement that we conducted. We have apologized to [redacted] for the inconvenience of having to wait for his truck to be repaired but it was mostly due to tire and part availability on the weekend in question. No further repairs will be conducted on his truck by Big O Tires.  [redacted]

Complaint: [redacted]
I am rejecting this response because:I was assured several times by the District Manager that the vehicle would have the ball joints replaced, which is exactly why the vehicle was held by Big O Tires for a week.  I was given a ride home so they could keep the truck to...

complete the necessary repairs identified (which included ball joints).  The work that was actually performed on the truck would have been easily been done in one day.  There would have been no reason to hold the vehicle for that duration of time if the work performed was going to be the only work done on the truck.  I was told the ball joints were going to be repaired and was told by the District Manager multiple times that "they were going to take care of it".  This would obviously imply that they were paying for it.  Regardless if I was paying for it or Big O was, it was agreed that that work (ball joints) would be performed in the time that they had the truck.  I was not told that I was going to be asked to pay for the work until after they had held my truck for a week assuring me the ball joints would be repaired.  It was upon picking up the truck a week after that I learned that they failed to fulfill their agreement and did not repair the ball joints and instead told me I'd have to make another appointment and how much I would have to pay.  I explained that I was told multiple times that this was being taken care of and was never once asked or implied that I would be held financially responsible for any of the repairs to the truck.  If they felt I was responsible for any cost of the repairs agreed upon to be completed, that should have been communicated instead of allowing me to wait a week to pick up my truck that didn't have the necessary and agreed upon work completed.  It was at this time that I demanded these repairs would be paid for by Big O as they self-admittedly "dropped the ball" numerous times during this entire ordeal and this was just one more failure they had demonstrated and admitted to.  Having to make yet another appointment and another trip to Frisco and be without a vehicle again because of the miscommunication on the management's part was when I made the request/demand that the ball joint specifically be paid for by Big O.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was specifically told more than once that the truck was going to have the ball joints repaired while Big O Tires had possession of the truck.  It was not until a week later, that I was informed that they had lied and had not performed the ball joint repair as they had informed me they would.  Payment was never requested for this service until after the service was supposed to have already been completed.  I was told multiple times that the reason they needed to hold the truck was to perform the ball joint repair.  If Big O Tires was solely waiting for parts to arrive, they could have informed me of the date to expect the parts and make an appointment to complete the tire and lug repair.  There was no point of them taking possession of my truck for a week to wait for a box to arrive.  That makes no sense.  I left the truck with them for a week to have the ball joints repaired, as they had agreed.  Had I solely been waiting for a new lug/tire, I would have taken the truck home and brought it back when the parts were available.  Big O Tire continues to contradict themselves throughout the entire process. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was assured several times by the District Manager that the vehicle would have the ball joints replaced, which is exactly why the vehicle was held by Big O Tires for a week.  I was given a ride home so they could...

keep the truck to complete the necessary repairs identified (which included ball joints).  The work that was actually performed on the truck would have been easily been done in one day.  There would have been no reason to hold the vehicle for that duration of time if the work performed was going to be the only work done on the truck.  I was told the ball joints were going to be repaired and was told by the District Manager multiple times that "they were going to take care of it".  This would obviously imply that they were paying for it.  Regardless if I was paying for it or Big O was, it was agreed that that work (ball joints) would be performed in the time that they had the truck.  I was not told that I was going to be asked to pay for the work until after they had held my truck for a week assuring me the ball joints would be repaired.  It was upon picking up the truck a week after that I learned that they failed to fulfill their agreement and did not repair the ball joints and instead told me I'd have to make another appointment and how much I would have to pay.  I explained that I was told multiple times that this was being taken care of and was never once asked or implied that I would be held financially responsible for any of the repairs to the truck.  If they felt I was responsible for any cost of the repairs agreed upon to be completed, that should have been communicated instead of allowing me to wait a week to pick up my truck that didn't have the necessary and agreed upon work completed.  It was at this time that I demanded these repairs would be paid for by Big O as they self-admittedly "dropped the ball" numerous times during this entire ordeal and this was just one more failure they had demonstrated and admitted to.  Having to make yet another appointment and another trip to Frisco and be without a vehicle again because of the miscommunication on the management's part was when I made the request/demand that the ball joint specifically be paid for by Big O.
Regards,
[redacted]

To whom it may concern:
Mr. [redacted] was into our store on July 8th 2013. He purchased a set of four tires and was told at the time that his vehicle needed to be aligned. He declined the alignment as is noted on his invoice that he provided. The alignment would have cost him an...

additional $89.99. He has also not rotated his tires within that year at our store at least. The tires on his All wheel drive Volvo now need to be replaced and he believes this to be our fault.
We are not attempting to "fleece" more money from him. We are simply informing him of his car's needs. I will gladly work with him on replacing the tires and find a reasonable solution for his needs. He has not spoken to me personally and this is the first time I have had a complaint from him.
[redacted]
Store Manager

Review: Exactly one year ago I purchased tires from Big O in Frisco. They were extremely helpful and got me in to the shop immediately. The price for tires was fair $635 and I was satisfied with the service. It turns out that service was not performed as stated and that it No alignment was performed on the vehicle even though I was told that it had been. It was pointed out to me on the invoice as included. Now a year later, the tires are bad. The shop tells me that instead of what I was previously told "RECOMMENDED ALIGNMENT" is now that they performed the recommended alignment, but rather that they said I should have one. And have completely stonewalled me in any attempts to fix the problem. I really was comfortable using them and now I see this as an attempt to fleece me out of more money for another set of tires.Desired Settlement: My desired outcome is that they replace the tires or work with me on the purchase of a new set. As corporate suggests but they ignore as it is a franchise.

Business

Response:

To whom it may concern:

Mr. [redacted] was into our store on July 8th 2013. He purchased a set of four tires and was told at the time that his vehicle needed to be aligned. He declined the alignment as is noted on his invoice that he provided. The alignment would have cost him an additional $89.99. He has also not rotated his tires within that year at our store at least. The tires on his All wheel drive Volvo now need to be replaced and he believes this to be our fault.

We are not attempting to "fleece" more money from him. We are simply informing him of his car's needs. I will gladly work with him on replacing the tires and find a reasonable solution for his needs. He has not spoken to me personally and this is the first time I have had a complaint from him.

Store Manager