Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I truly appreciate the phone call and the willingness to fix the problem.
Regards,
[redacted]
Complaint: [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,
[redacted]
The customers tires have a warranty that is good at any Big O Tire location. There will be no expense to rotate and balance the tires or fix any flats. If it is determined that a road hazard has damaged a tire beyond repair, the tire is replaced for free and the only expense to the customer is installation of such tire. I am happy to provide any of those service, but if you would prefer to go to another Big O Tire store those services will be for free. Again it is unfortunate that your tire lost air and we were not open to help you fix the situation. If I can be of any help please let me know. At this point I would consider this matter closed. Regards,
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
[redacted]
Complaint: [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,
[redacted]
Unfortunately this customer had a less than perfect experience. I have not had the opportunity to see the problem but I would agree that the tire most likely had a bead leak. A bead leak is the result of the tire not mounting to the wheel and air escapes. There is not a way...
to improperly bead a tire, once the tire is inflated the bead of the tire presses against the bead of the rim and the tire is "beaded". It is possible that the wheel has some corrosion and that is the reason that the tire leaked at the bead, all it takes for a tire to lose air is a pinhole and time. Honestly without seeing the tire it is hard for me to know for sure, however my 20+ years experience tells me that is most likely the case. The customer did have road side assistance and they would have happily put his spare tire on and he could have made it to work, they would have also happily towed his vehicle to the shop and we could have corrected the problem when we opened on Monday. In regards to him missing a day of work that is unfortunate, I would think if he was determined to continue his three year streak that he could have phoned a friend, called a cab, rode a bike, used his roadside assistance to tow him and the vehicle to work. It's easy to find solutions when you are not in the battle, however he chose not to go to work and a flat tire was the cause. At this point the tires that I have sold him are performing as promised providing his wheel has been repaired by others, therefore I see no need to refund any money. Regarding his lost wages unfortunately I have never reimbursed anyone and have no plans of starting, had he wanted to go to work I am certain that he could have made it. The tires that he purchased have a three year road hazard warranty, free rotation and balance and flat repairs for the life of the tires, and also free road side assistance for three years. He chose to not take advantage of any of those services and then would like me to pay for it. It's really no different than purchasing a new care that includes free oil changes and having the oil changed somewhere other than the dealership and then expecting them to pay for it regardless of the cost. I understand that the he is upset, I would be too...however some things are out of my control and a leaking bead is one of those things. Because I did not see the tire it could have been a nail or a nasty neighbor that let the air out of the tire, or any number of things. The bottom line is that a flat tire does not equal a refund and repayment of a days wages. I am happy to hear that he was able to resolve his problem on his schedule and I hope that in the future he will take advantage of the additional services that are included with the tires that he purchased. I hope after some time that the customer will realize that this is a situation that I could not have prevented or foreseen, and I hope he will give me the opportunity to service his tiresThank you
Jon S[redacted]
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,
[redacted]
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
[redacted]
Owner
Big O Tires of Greeley
Complaint: [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,
[redacted]
The issue seems simple enough to resolve and I apologize that it wasn't resolved earlier. The issue appears to be the brake pad that were installed are not compatible with the rotors. A simple fix is to change out the brake pads. I have reviewed the invoices and I do not see...
anywhere in the notes that the squeaking continued after the rotors were turned...regardless I will personally contact the customer and invite them in to have the pads switched out.Thank you
[redacted]
Owner
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.
Complaint: [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.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I truly appreciate the phone call and the willingness to fix the problem.
Regards,
[redacted]
Complaint: [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,
[redacted]
The customers tires have a warranty that is good at any Big O Tire location. There will be no expense to rotate and balance the tires or fix any flats. If it is determined that a road hazard has damaged a tire beyond repair, the tire is replaced for free and the only expense to the customer is installation of such tire. I am happy to provide any of those service, but if you would prefer to go to another Big O Tire store those services will be for free. Again it is unfortunate that your tire lost air and we were not open to help you fix the situation. If I can be of any help please let me know. At this point I would consider this matter closed. Regards,
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
[redacted]
Complaint: [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,
[redacted]
Unfortunately this customer had a less than perfect experience. I have not had the opportunity to see the problem but I would agree that the tire most likely had a bead leak. A bead leak is the result of the tire not mounting to the wheel and air escapes. There is not a way...
to improperly bead a tire, once the tire is inflated the bead of the tire presses against the bead of the rim and the tire is "beaded". It is possible that the wheel has some corrosion and that is the reason that the tire leaked at the bead, all it takes for a tire to lose air is a pinhole and time. Honestly without seeing the tire it is hard for me to know for sure, however my 20+ years experience tells me that is most likely the case. The customer did have road side assistance and they would have happily put his spare tire on and he could have made it to work, they would have also happily towed his vehicle to the shop and we could have corrected the problem when we opened on Monday. In regards to him missing a day of work that is unfortunate, I would think if he was determined to continue his three year streak that he could have phoned a friend, called a cab, rode a bike, used his roadside assistance to tow him and the vehicle to work. It's easy to find solutions when you are not in the battle, however he chose not to go to work and a flat tire was the cause. At this point the tires that I have sold him are performing as promised providing his wheel has been repaired by others, therefore I see no need to refund any money. Regarding his lost wages unfortunately I have never reimbursed anyone and have no plans of starting, had he wanted to go to work I am certain that he could have made it. The tires that he purchased have a three year road hazard warranty, free rotation and balance and flat repairs for the life of the tires, and also free road side assistance for three years. He chose to not take advantage of any of those services and then would like me to pay for it. It's really no different than purchasing a new care that includes free oil changes and having the oil changed somewhere other than the dealership and then expecting them to pay for it regardless of the cost. I understand that the he is upset, I would be too...however some things are out of my control and a leaking bead is one of those things. Because I did not see the tire it could have been a nail or a nasty neighbor that let the air out of the tire, or any number of things. The bottom line is that a flat tire does not equal a refund and repayment of a days wages. I am happy to hear that he was able to resolve his problem on his schedule and I hope that in the future he will take advantage of the additional services that are included with the tires that he purchased. I hope after some time that the customer will realize that this is a situation that I could not have prevented or foreseen, and I hope he will give me the opportunity to service his tiresThank you
Jon S[redacted]
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,
[redacted]
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
[redacted]
Owner
Big O Tires of Greeley
Complaint: [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,
[redacted]
The issue seems simple enough to resolve and I apologize that it wasn't resolved earlier. The issue appears to be the brake pad that were installed are not compatible with the rotors. A simple fix is to change out the brake pads. I have reviewed the invoices and I do not see...
anywhere in the notes that the squeaking continued after the rotors were turned...regardless I will personally contact the customer and invite them in to have the pads switched out.Thank you
[redacted]
Owner
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.
Complaint: [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,
[redacted]