Big O Tires

Review: Big O Tires diagnosed a defective hub bearing assembly. They removed the parts and contacted me. I told them that the part had been replaced less than five months prior and was under warranty by another business, and that I would take it back. Big O Tires told me that they could not put the defective parts back on and that I should purchase new parts and return the defective parts afterwards. So, I authorized the work. I picked up the car and was told the defective parts were in the car. A couple days later, I looked for but couldn't find the parts in the car. I called the shop and was told they did not have the parts. I contacted the original seller of the defective parts to see if they would still honor the warranty with proof of the work at Big O Tires, but they would not.Desired Settlement: I would like Big O Tires to refund the cost of the parts they installed since they disposed of the replacement parts: $279.99 plus tax $22.40.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My family and I purchased a set of Goodyear Tires from Big O' Tires [redacted] on 01 August 13. On 21 Nov 13 my wife parked our 2011 Ford Expedition at our child's elementary school and when she returned the left front tire was flat. When she inspected the tire there was a large tear in the wall of the tire. I presented the tire to [redacted] at Big O' Tires at [redacted]. I told Mr. [redacted] I had a defective tire and needed it replaced. He inspected the tire and told me I needed a new tire and he would find one because they did not have one of my mine in stock. Mr. [redacted] never quoted me a price for the tire and never said he did not believe this to be road damage (which would not be covered under the manufactures warranty). Mr. [redacted]'s omission and misleading presentation did not allow for me to shop around for the best price or even let me know what the price of his tire would be. He ordered the tire and had it mounted without full disclosure that the this would cost 193.79.I only learned that the work performed was going to cost 193.79 dollars when I arrived to pick up my vehicle. This time I spoke to [redacted]. He told me the manufacture warranty would not be honored because he believed it was road damage. He told me the company policy has to have the customer pay for the new tire and if the manufacture upon inspection of the old tire agreed then they would reimburse the customer the amount of the new tire. I asked to see this policy and Mr. [redacted] refused to show me this policy in writing. I ended the dispute by paying for the new tire.Desired Settlement: I would like to have the purchase price of 193.79 dollars for the new tire.

Business

Response:

Tire was sent in for inspection and it came back as a road hazard, not as a defective tire. Customer did not purchase road hazard warranty. Mr. [redacted] signed an estimate on 11/21/13 for $193.70. Please see attachment for documentation.

Review: My son is selling his condo in [redacted] because he has moved I'm assisting him in the sale by proxy. I have made numerous written request to the property management company to submit an [redacted] application to obtain [redacted] status on the unit, the condo association voted and authorized CM Property Management on March 25, 2014 to proceed with said application. Each of my written request were sent directly to the principle of the company who continually delays his efforts and ultimately refuses to submit the application.Desired Settlement: I would like the management company to fulfill their contractual obligation to the association and submit the [redacted] application for the referenced unit.

Business

Response:

We are researching this complaint and will respond after further investigation.

Review: I have lived here at [redacted] , [redacted] for the last 11 years. I own my condo. Through out the 11 years I have had nothing but problems with CM Property Management in fulfuliiling thier obligation to fix problems with the conominium. The most problems are due to water leaks that have to do with faulty piping throughout the condo. Most recently as of a week ago, a main water pipe has broken into my conda causing water to collect in the garage and entry way. I called because I noticed water on Tuesday May 7th. No one came to look at it and I was not home until late at night due to [redacted]. On Sunday, mothers day I found a flood of water in my garage with the sump pump they put in 2 years ago not working. [redacted] who is the contractor associated with CM Property came out. The supposedly fixed the problem and the carpenter who is hired by CM Properyt management sealed the walls back up. Yesterday I come home to find water in my laundry room. I call the property management company and they send the carpenter and plumber back out to find there is still a problem. They open the garagr wall and laundry room wall and try and tighten the pipes. Today I come home with still water collecting. I call the property management company and Am told by [redacted] the president that the plumber will call but he is at a baseball game, but will call in 5 minutes. 45 minutes later and still water leaking no call. I call the property management company and [redacted] t3ells me the plumber checked out.. It has been 2 hours and no response with continued damage to my property.This is not the first issue I have had with this company. As of last year I had to hire an attorney to have them fix the deck that was unsafe.

Desired Settlement: I would like to see the propery management company that I pay $264.00 per month for fees and have never missed or been late a payment since I have automatic deduction from my checking accout to them fix the problem, have my basement cleaned from mold that is present from water sitting, my laundry room floor replaced, since I just had a new one place 2 years ago, and the Rug and padding that I had to pull up due to water damage.

Business

Response:

Business Response /* (1000, 5, 2013/06/04) */

When we first heard of a water issue at this property it was as a result of a phone message left by Ms. [redacted] at 11AM on May 8, 2013. She stated "The front porch at the bottom near where the driveway area is has been wet for the past few days." This message was interpreted to mean the water was on the exterior of the building. As a result of this notice we asked our maintenance staff to inspect the area and determine cause of wetness and action plan for remediation. Before maintenance was able to inspect, we received an emergency call on May 13, 2013 that water was bubbling up from the ground and suspects a leak. At this point, we cancelled the work authorization with our maintenance staff and had the plumber inspect the problem. The cause of the leak was a ruptured water main under the building. The ruptured pipe was repaired but a small leak was detected and the wall re-opened. CM Property met with the plumber at Ms. [redacted]'s unit on May 28, 2013 to make ensure the plumber takes necessary action to stop the leak. The final repair was made and the walls will be closed and repaired. New vinyl flooring will be installed in her laundry room. Ms. [redacted] said that she was buying new carpeting for the other room. There was no carpeting in that room when the leak occurred.

Consumer Response /* (3000, 7, 2013/06/05) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The statement that I called with the 1st problem, I did not leave a message that the proch was wet. I told the secretary on the phone, who I believe to be a relative to [redacted] that there was water under the porch and driveway. I also made the call in front of 2 witnesses who heard my exact complaint. I was told that the message was wrong by [redacted]

As far as the carpet the portion I am speaking of is inbetween the garage and the basement. This was wet underneath from the original flood.

Business Response /* (4000, 16, 2013/06/26) */

WE sent a response to the latest communication from the Revdex.com last week. It appears that the email did not get to your office. I do not have a record of my repsonse but make the following comment in this regard:

On May 8, 2013 we received the initial call from Ms. Napomicieno. The message that was recorded by our secretary was; "Front porch at bottom where driveway area is has been wet for the past few days." We created a work order for one of our maintenance staff to inspect and identify the source of the wetness. Before maintenance could get over to this unit, we received another call on Sunday, May 12, 2013 from Ms. Napomicieno stating, "Please call re: water bubbling up from the ground. thinks there is a leak by her garage." At that point, we immediately sent the plumber over to this unit. He was there on Sunday. We responded to this emergency appropriately and timely. There was a small continuing leak in the repaired area and we had the plumber back over to her unit to resolve the leak and then had the interior repair to her sheet rock completed.

Review: On Friday October 11th, 2013 I dropped my Jaguar XJ6 off at Big O Tires and gave my keys to [redacted] Big O Tires employee , to get my driverside door repaired. My door had broke that morning on the drive to work and it needed immediate repair.On Saturday October 12th, 2013 I picked up my vechicle right before closeing and on my drive home I noticed that there was somthing different about it and when I parked and took a good look at it, I realised the door handle was upside down and my backlight on my odometer illuminated before I took it in when I picked it up it didn't . I took the car in Monday October 14th, 2013 and pointed this out to [redacted] the young man that had helped me on the 11th along with [redacted] the technician. It was plain to see, [redacted] told me that he would call around to see about the availability of that part and that he would call me. That was on the 14th of October and now it the 27th of October and I haven't heard anything as of yet. I have been a loyal customer of Big O Tires and have spent thousands of my dollars there and I don't understand why I haven't received a call on my issues as of yet. I feel like Big O Tires doesn't really want or appreciate my business at this point and the only way I would be satisfied would be to have my doorhandle repaired properly and my odometer backlight repaired I can reached at ###-###-#### please feel free to leave a voice mail and I will return your call.

Thank you,

[redacted]Desired Settlement: I would be satisfied would be to have my doorhandle repaired properly and my odometer backlight repaired.

Business

Response:

We would like to apologize to Mr. [redacted] for the unsatisfactory experience he had at Big O Tires. [redacted], was on vacation from 10/19 thru 10/25 and had asked another salespserson to follow up with Mr. [redacted], but unfortunately that did not happen. [redacted] contacted Mr. [redacted] yesterday and it was agreed that he would bring in his car this Saturday, 11/2 so we could fix his door handle and the backlight. I will follow up again after we correct his complaints.

Sincerely,

Big O Tires

Review: I honestly can't believe that I am having to take my own valuable time to do this. I feel like I have to because other people need to be aware of what goes on at the Big O tires location on [redacted] in[redacted]. I have taken my Honda Civic in to Big O for regular oil and tire changes for several years now- never again. I brought my car in because it was having trouble starting. They could not diagnose the problem it so they sent me away. Of course, like I knew it would, my car died on me that next week and left me stranded. I had it towed to Big O. They repaired it, and charged me substantially more than the original quote. I even caught one of their experienced employees, [redacted], in a flat-out lie. It was awkward for both of us. I paid and left. Immediately following their work I noticed that my car began to shake and shutter when the engine sat at a low level of RPM's. This had never happened before they got their hands on it.

Within two weeks of their "repair" my car was worse than ever. It still would not start correctly and I got stranded again. I had it towed back to Big O in spite of their recent dishonesty because I assumed that they would realize that whatever they did only made my car worse so I thought they would fix their mistake free of charge. Upon arrival, I learned that they would not. They called me later in the day and told me that my battery was bad. They told me my battery was from 2011 and that it needed to be replaced. When I responded that my battery was still under warranty at the Honda dealership, they suddenly became extremely cold and irritated with me. [redacted] was the name of the employee. After I paid to tow my car to Honda, Honda informed me that I had a brand new battery in it and that the battery was completely shot and that it was not the battery that they had sold me in 2011. I called [redacted] at Big O. He again verified that my battery was from 2011. I told him that the battery that was now in the car was from 2013 and that a Big O technician must have switched my battery for a broken one. I asked [redacted] if I could speak with a manager. He said that the Big O location on [redacted] has no manager. I asked if I could speak with the owner. He became extremely rude and told me that speaking with the owner was not possible. He said he would look at the cameras and call me back. I went by the location later that same day in an attempt to speak with a manager. It was evening and none were on duty. [redacted] was on the phone with an employee named [redacted] at [redacted] on [redacted] in[redacted]. [redacted] proceeded to tell me that I purchased my battery at [redacted] in[redacted] last December. I don't know why he thought I would believe such a thing. I have never been to that location in my entire life. I checked all of my bank statements to see if I had gone crazy. I went to that [redacted] location. They confirmed that I was not in their system and that I had never been a customer of theirs.

I called Big O corporate to see if they could put me in touch with the owner of this location. They sent out a notice for him to contact me. That was two weeks ago. No response. In short, Big O lied to me, overcharged me, did not fix my car correctly, then stole my battery and replaced it with a broken one out of spite when they found out that I would not be having more work done with them, then they lied to me about my battery and refused to put me in touch with an owner or even a manager of any kind. Instead of the owner simply calling to apologize, so far, all I get from them is excuses.

Both Tempe Honda and [redacted] auto parts can corroborate my story. Legal action can easily be taken if necessary.Desired Settlement: All I want to speak directly to the owner. He or she needs to be aware of exactly what happened so that it does not continue to happen to other paying customers. All I ask is for 5 minutes of his or her time. That is not much to ask.

Business

Response:

I just wanted to bring to the attention of the Revdex.com that Mr. [redacted] submitted a review the prior day which is the same as this complaint. We did respond to the review and that response would also apply to this complaint.In additon, [redacted], owner of the Big O Tire store, called Mr. [redacted] today. Mr. [redacted] did apologize to Mr. [redacted] for any bad experience he had in the store and for not getting back to him sooner. He reitierated that Big O did not take his battery from him and replace it with a bad battery and that we would never do that to him or to any customer. Mr. [redacted] did say he was unsure of where he purchased the battery, but the [redacted] part store did replace their battery, which was under warranty, for him at no charge. There seems to have been some confusion about the battery, but we hope that it has been cleared up.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The owner ([redacted]) did call me regarding this complaint. Although he was slow to apologize, I appreciated the phone call. My plan was to do Big O a favor by removing my complaint. However, I feel that I can no longer do that because Big O continues to be insistent that I purchased a battery at a store that I had never once been to prior to my having to drive there to exchanged a battery that I never purchased. I no longer believe that Big O stole my battery, but something unexplainable did occur while my car was in their possession and Big O has been entirely too hesitant to acknowledge and sincerely apologize for that.

Regards,

Review: I went to this location at 8am on 2/23/13 and had an oil change done. Within 30 minutes after I left the facility, I noticed a large scuff mark on my back bumper. I immediately returned to the facility to speak to Big O Tire management/owner to see if we could check the camera footage on my car. When I arrived, a young customer service agent named [redacted] attempted to raise the issue to the owner/manager. However, the owner named [redacted] was extremely rude and became upset for my request a meeting to see the camera footage in the main lobby. Mr [redacted] said "I'll get to it when I get to it!" He left me without further explanation in the lobby and went into an office. I knocked on the open door to pursue another attempt at dealing with the issue. Knocking on the door and asking to speak to him further infuriated him. He got out of his seat where he was sitting and and came pretty close to me in an intimidating way. I am only 5ft tall and he was almost 6 ft tall. He stated people have accused him before of having their cars damaged. Mr [redacted] also said that if I did not like the service that I did not have to do business there. I was not there to accuse Big O Tires. All I wanted to know was if I had arrived at the facility with the scuff mark (meaning someone hit my car overnight and I didn't notice when I got in the car this morning heading out to Big O) or if an accident had happened at the Big O facility. I left in tears but they said they would look over the footage and call me. [redacted], the young customer service agent called me later that day but nothing was resolved. I never got to see the camera footage and my car is still damaged.

I did my due diligence. I immediately contacted the facility, made a personal visit so they could see the damage on my car, contacted Big O Tires facebook PR site multiple times ( 2/26/13; 3/8/13), (who said they were going to take this up the channels and contact me but never did), and have contacted their main corporate office.

Here are the specific details about the facility:

Manager/Owner: [redacted]

Customer service agent: [redacted]

[redacted]Desired Settlement: 1) I would like an apology letter for the harassment by the owner.

2) I would like to see the camera footage of my car to see if it was damaged at the Big O Tires Scottsdale, AZ location on 2/23/13.

3) If my bumper was damaged at this facility, I would like Big O Tires to pay for the repairs on my car.

4) I would like a refund of my $80 promotional coupon I purchased at this facility for the said oil change.

Business

Response:

Ms. [redacted] did come into the Scottsdale Big o Tire location on Saturday 2/23/2013 for an oil change. After completion she did state that she saw scuff marks on her bumper and was not sure if it occured during the oil change or happened at her apartment complex before she came in. We asked the employee who had worked on the car if any damage occured and he stated no. She wanted to view the video camera to see if the damage was done on the property. I was on my way to a funeral and was a little distraught. It takes some time to stop the camera system and find the footage and I did not have time to do that at that precise moment. I apologize to Ms. [redacted] for coming across to harshly and for upsetting her. We did review the footage the following week and determined that the damage did not take place at Big O Tires. She may come and review the footage as long as she arranges it beforehand with myself or [redacted] so that I can again find it and have it ready for her to view. As far as the $80 oil change/discount card is concerned, that was not purchased at our facility. These cards are sold by a separate company that is not affiliated with Big O Tires. I am not certain about there refund polices or if the card can be used at any other locations. There is a number on the back of the card that she can call to see if she can receive a refund. Again, we are sorry for upsetting Ms. [redacted] and can send her a coupon for a free oil change for the Scottsdale or Tempe location if she would like.

Sincerely,

Review: I went into this business on June 2 2014 for a simple routine oil change. After leaving this business my car kept stopping on me, so when I got home I checked under the hood and found a screw driver that was left under there, I also found that the air duct hose was not properly reattached. I contacted the office and they told me I can bring my car back in. So I did the next day and they reattached my hose. On the way home, my light came on indicating that I was low on oil. I found this weird, since I just had an oil change. So I thought maybe it was because they didn't reset my oil light, so I reset it to 100% which needs to be done everytime the oil is changed. The light went off. I had to take my daughter to camp up in Heber on the way there I notice that the oil light was coming on again. Once stopped I noticed oil was leaking from the car, we lifted the hood and noticed that oil was everywhere, looked under the car and oil was leaking badly. We checked the dip stick and it showed there was no oil in my car. Strangers kindly took us to the store and I bought some oil to put in my car so that we can make it to the Big O tires in Payson for them to look at my car. Once got there the manager said my car was not leaking oil, but he did show it was low on oil, which I told him how could it not be leaking oil, but was out of oil and I had just put oil in there in Heber. He said he doesn't know. So we went home, on the way home my oil light again came on and my car beging to have smoke come out. When I got home I looked under my car and again noticed my car was still leaking oil. I called the manager and advised him and he said there was nothing he could do. I told him I believe the mechanic made a mistake somewhere and I wanted to bring my car bck in he refused. So I contacted their consumer relations department for teh 2nd time. Friday I got a call from [redacted] a the consumer relations department and he said he would have the manager, [redacted], have my car towed into their shop to look at my car. Once there they were very rude, saying my car was not leaking and there was nothing else that was going to be done. I went home and had to stop at Autozone to purchase more oil to put in my car. While there noticed oil was coming out more and faster now, so we video taped it and took pictues. I contacted them again and advised them of this and [redacted] the manager hung the phone up on me, so I contacted the Consumer Relations department again via phone and email and left a msg. at this point I am really frustrated. over the past week, I have bought almost $100.00 on oil, had my filter changed again, thinking this was the problem, that they put a faulty or used filter on and it's still leaking oil. Oil was on the side of my car, on the back from splattering from my engine. NOw my car engine is knocking and over heating, I"m afraid my engine is now messed up from all the oil put in there and from getting to the point of no oilDesired Settlement: I would like for the company to reimburse me for the amount I paid for the oil change, the money spent on oil and oil filter that I had to purchase. I would like for them to also pay for me to take my car to the dealer to have my looked at and repaired from the oil change they didn't do correctly and any problems that were caused because of their mistake. My car was not leaking oil when I took it in, the engine was not knocking. I would like to get reimbursed for all this not to mention the pain and suffering I have had to endure. I had my 5 year old son with me when I was stuck in Heber.

Business

Response:

[redacted] brought a 2008 Buick LaCrosse with 155,151 miles to Big O Tires in Tempe on June 2, 2014 for an oil change. We did leave the air duct hose off by mistake and the car was brought back the next day and we reattached the hose. The customer called from Heber a day later and said the oil was low and the car was leaking oil. They took it to the Payson Big O Tires to have it checked. Alfonso contacted [redacted], Tempe Manager, and told him the oil filter and the drain plug were tight and the vehicle was not leaking oil from either location. The vehicle was not leaking while at the Big O Tires and they were not able to determine where the leak was coming from. The customer then drove the car from Payson to 83rd Ave. in Phoenix. The vehicle was towed back to the Big O Tires in Tempe on Friday the 6th. The vehicle was put on the rack. The oil filter and drain plug were tight. The oil was again low and we added oil and put the car on the rack for 30-45 minutes. The car did not leak while it was in the shop. We showed the customer and told them the leak was not from the oil change because the oil filter and the drain plug were tight and we did not see any other leaks. The man then became aggressive and attempted to punch the manager, [redacted]. The police had to be called to escort them off the property. The customer did not call or contact the store again after that. The engine leak has nothing to do with the oil change and we were unable to determine the cause because it did not leak while in the shop in Payson or Tempe. The leak may be coming from an engine seal. The vehicle was in our store once before on 1/13/2014 for an oil change. At that time we noted on the invoice that the check engine light was on and the vehicle had multiple engine codes that needed to be checked out. We made recommendations for suspension and brake repairs, tires and to check the engine codes. All services were declined at that time. It appears that the engine may have had some previous issues prior to the oil change on 6/02/2014.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The car was not leaking oil when it was brought into Big O tires and it didn't start having problems until after it was brought into the shop for an oil change. There has been work done on the vehicle since the first oil change in your shop it just wasn't done at that shop and still no leaks from any part of the car until it was brought into Big O tires. Also when we brought the car in the shop on Friday, [redacted] did not attempt to punch anyone [redacted] walked away and my brother sinply told him don't walk away from us this matter is not solved. The police were not called to escort us off the property as a matter of fact he sat there and talked to me about what to do and even stated that never bring a car for routine maintenance to a tire shop, take it to a "real" mechanic, the police offiers words not mine. The police officer even advised me if I feel they did something wrong to contact my attorney. He never escorted us off the property. I don't know what Big O did to my car, but again it was not leaking oil from anywhere before it was brought into their shop and if it was leaking I'm pretty sure it would have been told to us. I have attatched pictures that was taken on my phone, the date of the pictures can been seen on the copy that is on my phone. I also have a video, which was taken at an [redacted] after leaving the shop on Friday, because we had to buy more oil. I also have more pictures that were taken in Heber before we went to Payson Big O and after. Pictures and video were taken on the dates 6/3, 6/4, 6/5, 6/6. I have more pictures and a statement issued from another mechanic shop that I took my car to on Saturday to find out what was wrong. Big O tires caused on oil leak in my vehicle and they need to be responsible for their mechanics error.

Regards,

Business

Response:

We have reviewed the information and the complaint again and the pictures that were submitted. We clearly made a mistake by leaving the air duct hose off and the tool under the hood of the vehicle and we apologize for the error. However, when the customer returned the following day to have us attach the hose, the customer's vehicle was not leaking nor did they complain of any leaks at that time. If the oil filter or drain plug would have been left loose, the leaking would have certainly occured immediately after the oil change was performed. The customer did not complain of the oil leaking until they were on their way to Heber or had arrived in Heber. There were no leaks detected while the vehicle was at the Big O in Payson or after it was towed to the Big O in Tempe. We are not doubting that the engine has a leak, but the leak is not the result of the oil change we performed.

When you purchase NEW TIRES and one has a bubble in the NEW Tire and they want to patch it instead of replace of replacing it. And the warranty supports it. Something is terribly incorrect.

Review: August 10, 2013

Big O Tires

Attn: [redacted] Store Manager

XXXXX [redacted]

Kirkland, WA 98034

RE: Damage to my 1996 Honda Accord

Dear [redacted]

At 10:00am on August 1st 2013, I brought my 1996 Honda Accord to your shop on [redacted] in Kirkland for a brake inspection and tire rotation. At 12:36pm you phoned me claiming the brakes needed $950 in repairs, this bid included replacing parts I had replaced a week prior. I said I wasn't comfortable with this and I came to pick up my vehicle. I arrived to the shop at approximately 1:15pm. You said the tires had been rotated, but when I looked at my car it was obvious the tires had not been rotated. I also found a "part" on the driver's side floor board of my car.

When I showed you the part you claimed not to know what it was but one mechanic at your shop admitted is was part of a power seat system, which my car has on the driver's seat. When I looked under my seat, it was obvious this was the cable that drives the power seat and sits in the motor. When I attempted to move the power seat it moved sideways - it was broken.

You admitted that your shop must've carelessly pulled the cable out; not realizing the driver's seat is a power seat in my Accord EX-L. I allowed you to attempt to fix the cable; you tried to remove the seat, and had no success. After about an hour you said you would be unable to fix it and I said I was not comfortable with your "buddy" looking at it, as you had mentioned. Pursuant to my persistent request, at 2:31pm, you gave me a statement reading, "We broke seat, need to take to honda to repair seat and we will reimburse customer." You signed the statement, I have the signed original.

After you signed the statement, I walked out to my car and saw there was a tear in the driver's side upholstery, this wasn't here before your shop attempted to remove the seat. I immediately photographed the tear (the time stamp on my camera reads 2:33pm). I waited a few minutes to calm down, then called the non-emergency police number and their advice was to speak with you about it. I went back to your shop at 3:00, I explained the tear in the upholstery, plus as you noticed and I mentioned the interior of my car had 4-5 major grease stains. I

could sense the tension and you said, "this may be an insurance claim." From your shop, I went to the Honda dealership in Kirkland. They issued me a quote to fix the seat at 3:41pm, "$1,792.17 + tax total."

(8/22 Update, after tax this is $1,953.47, see service contract worksheet)

On Friday, 8/2/13, at 10:16am, I called and asked for your fax number to send the quote from Honda; I called at 2:15pm and you said you hadn't received the fax and that you wanted your "buddy" to look at it. You said you didn't think insurance would cover the damage. When I asked why you thought that, you said, "none of your business" and "you need to stop making so many demands."

Yesterday, Thursday, 8/9/13, I had the interior damage to my car assessed by [redacted] To remove the grease stains and repair the upholstery on the door panel, they wrote a written estimate of $377.72 after tax.



The damage to my car is very upsetting, I cannot emphasize this enough. I've lost time, missed business opportunities, felt social embarrassment, and discomfort in my vehicle. I want you to pay the bid from [redacted] of [redacted] and [redacted] totaling $2,331.19. Please respond on or before noon on Thursday, August 15, 2013. I don't hear from you I will look into other options.

Very truly,

Enclosures:

1) Photographs of my vehicle;

2) Timeline of events;

2) Statement signed by [redacted] admitting breaking the seat;

3) Estimate for seat repair from [redacted];



4) Estimate for interior repair and removal of grease stains from [redacted]

5) Service Contract Worksheet.

Desired Settlement: Their is damage to my car in the amount of $2,337.19, [redacted] - Store Manager, agreed to pay for the damage he admitted to causing. I want him to pay this amount. I have spoke with him since writing the above letter and he is hostile and playing games.

Business

Response:

Initial Business Response /* (1000, 8, 2013/09/27) */

We are and have always been willing to have [redacted] vehicles drivers power seat repaired.We have been presented by [redacted] a parts invoice from a Honda dealer for a new complete seat frame and power seat components. The repair we agreed to was to reinstall the part that came loose from his seat. It was not broken it just needed to be put back together which required taking the seat apart to accomplish this. [redacted] just wants to get money not to repair his vehicle. The car is 17 years old, has 176,000 miles on it and is generally in below average condition. [redacted] did not get an estimate to repair his seat. Honda service department did not inspect his car and give him an estimate to repair. He only recieved or at least only presented to us a parts ticket for the complete new seat frame. In the event that his seat could not be repaired we would only supply a used seat frame not a new one. We would only be expected to replace his seat frame with one that was close to the same condition as his which would be a used,17 year old component. [redacted] has the part that is needed to repair his seat. We will only pay Honda direct for the repair of his seat.

We will not give him cash. We were not positive that we actually caused the problem with his vehicle but to try and take care of a customer we agreed to have the seat repaired as he stated in his complaint and that we gave him in writing. We did not damage his seat upholstery or leave grease marks on his seat.

Final Consumer Response /* (4200, 14, 2013/10/18) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The damage to my upholstery is one issue that Big O Tires Kirkland needs to resolve by paying the estimates I sent them. The other issue is the fact that my power seats are broken, they wrote me a letter admitting they broke the seats, I don't understand why [redacted] is saying he questions if he broke my seat. No part came loose, it is obvious the cable that drives the driver's side power seat runs perpendicular to the length of the car; Big O Tires pulled the cable toward the front of the car, as one would with the lever on manual seats. But these are not manual seats, they are power seats and the control adjust them is on the side, Big O Tires broke the power seats out of negligence, it was obvious when it happened and that's why [redacted] wrote the note. In person he said he wanted his friend to look at it; it was over the phone that he promised free brake work if I let his friend look at it, and it is in writing that he instructed me to take it to Honda and have them repair it. I took my car to [redacted], they do not sell used parts, I don't want used parts - that's not the agreement, the agreement is to do what Honda says, and Big O Tires will certainly not be sending my car to Honda, I can drive it their myself once they pay for the damages. [redacted] my cell phone number is XXX-XXX-XXXX.

Final Business Response /* (4000, 12, 2013/10/17) */

While we did question whether or not we damaged [redacted] seat we have always committed to repair the seat. We did not state in our letter to the Revdex.com that we wanted a friend to fix it. We stated that we would send the vehicle to [redacted] of [redacted] for repair.

Review: I got a set of wheels and tires from these guys. Right after that I drove the truck from Issaquah to Auburn and left it in a storage for about a month. I was working on the interior of the truck like the stero, sound system, carpet, seats,etc. in my free time, which I got proof of that. I was done with the interior on Sunday March 22. For the first time after I bought the tires I decided to go out and drive it around. After approximatley half an hour driving the truck, the front left tire started shaking, I was going approximatley 45mph. When I started to slow down and pull over the tire came off and started rolling. The things that got damaged were the disc, fender, fender flares bumper, arm, and wheel. When I walked back to where the tire started shaking my surprise was that I found 3 lug nuts and they were not damaged. What also surprised me was that these guys where I bought the tires from forgot to tighten up that tire. Six of the lug nuts came off and two of them got broken.Desired Settlement: I would like to have all the damaged replaced. And get the refund from the towing truck

Review: They performed unauthorized work trying to remove lugnut out of wheel damaging the wheel and even the rims.

Went to location on 05/10/2014. I had purchased two brand new tires and asked them to balance and mount in my vehicle. I was told to wait in the waiting room. After a while they came back to tell me that they were not able to finish work in one tire because the lugnut broke. They failed to request permission to remove a tight lugnut, they failed to use proper equipment to remove tires, they tried drilling the nut out which also damaged the wheel and rim. I have tried contacting their Manager, I left them a note the same day of the event they have yet to call me.Desired Settlement: simply replace the wheel/rim to the status it was prior to be serviced by them.

Business

Response:

Initial Business Response /* (1000, 5, 2014/05/22) */

Contact Name and Title: [redacted] General Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@msn.com

The customer was informed that there was an issue with the vehicle lug nut prior to any steps taken by the store to remove wheel. The conversation with the customer was done with other employee's present. Customer authorized store to remove wheel as needed. Customer was kept informed during process and there are windows in the location that allow the customer to see there service during time of repair. All needed steps to avoid as much damage as possible were taken but wheel needed to be removed in replacement was going to take place. Lug nuts do not typical become cross threaded or damaged on removal, the typical is when they are installed. If the customer is looking for some sort of compensation for additional repairs or replacement he had done he can submit estimates for review.

I recently purchased tires from this establishment and that transaction went well and I believe the tires I received were a good value for a fair price. In addition to the tire purchase, I also requested a wheel alignment. When I returned for the car, the saleperson informed me that I needed approx. $700.00 worth of repair to the front end to have the wheels aligned. I thought this a bit odd as the car recently had front end work done in the last couple of years. I declined the repair work at this place and immediately took the car to a different tire shop for a wheel alignment for a second opinion. The second shop aligned the wheels and said no repairs were needed. I found this information interesting and decided to share it others.

This shop sold me a part (alternator) that wasnt needed for my car.After the installation car drove off their parking lot and worked for 5 miles. Car had bigger isses that didnt involve the alternator- this shop wasn't equipt to handle so they passed the buck and blamed electrical problems.But they put an alterator in unnecessarily. Very high prices at that. [redacted] the branch manager is unprofessional and lied to my face. Claims he he didnt have a particualr conversation with me that did occur. Couldnt provide ANY records verbal or paper when I asked for the reading of the "faulty" / bad alterator. Nor could they less then 24hrs later be able to provide me the core / alterantor I asked to purchase back . Shady, no integrity, poor service. I called the Bif O Corpoarate and they suggested I have the owner of this shop call me - Never HEARD FROM THE OWNER. Asked Branch manager Don for the name / # of owner at time of problems he denied me that information.

Review: I got a flat tire. I was close to this Big O tire shop located off of State St.So I drove a couple of ft. to the store.As soon as I reached the door, the person working the front desk, said that the flat on my car looked un-repairable & that I needed a new tire. He immediately pulls up a quote for all 4 tires to be replaced with a 3rd tier tire company (which has had horrible reviews).I had Goodyear tires on my car (1st tier tires).I voiced my concern and told him I only wanted to replace 2 of the tires. He insisted I needed to buy the cheap tires he quoted me for. When I declined several times, he finally told me I could get the Goodyear tires later that day. During this 20 minute haggling of me just wanting the same tires that were originaly on the car, my car was already on the car lift with the tires removed. After swiping my debit card to put a "deposit" on the Goodyear tires, he proceeded to tell me that they now wouldn't be available for 2 weeks. That put me in a bind because I wouldn't have the use of my car as I was starting a new job in 2 days. Since my card was already swiped and they had my car already on the car lift, I felt like I had no choice, but to get the cheap tires he quoted me for earlier.After about 5 minutes I was really upset & called the owner. I told him how I was uncomfortable with the pressure I was receiving, and how I wanted just Goodyear tires or something similar (1st tier NOT 3rd tier). He told me it was too late and they would charge me $400 to backout of the purchase (which was originally for Goodyear). I feel like I was forced into purchasing tires I didn't want. They also didn't explain the cause of my flat tire. They didn't offer me my old tires back. Now I have cheap tires that don't handle well at all on my car. I feel like I was lied to, and taken advantage of.Also for the cheaper tires I am now stuck with the staff member lied about the price.He quoted me for $324 for all four tires + labor and charged me over $400.I couldn't feel more cheated.Desired Settlement: I want a full refund for the tires and the labor/hidden fees ($405) (I will give them their cheap tires back.) I want to purchase my GOODyear tires elsewhere!

Business

Response:

[redacted] came into our store the morning of October 13th with a tire that was flat. Her boyfriend was with her through this whole transaction and she consulted her father over the phone as well.

The flat tire was not repairable because she drove on the tire while flat and damaged the sidewall. The salesman told her the tire was unrepairable right when she came in, because the sidewall was visibly wrinkled and damaged and she parked right next to the front door. She then admitted to haven driven on the tire from the traffic light right by our store, which is about ¼ mile. We brought her car in and lifted it up to verify the tire was bad, not to try and pressure any sale. She states that she was not shown the damage to the tire and that is an incorrect statement. The salesman explained why it was unrepairable to her and she could visibly see the tire damage while standing next to it. We also took it off the wheel to verify. She had tire size 225/45R17 on the car which is not a common size. There are limited options for a replacements, especially if needed on the same day.

The salesman quoted her 4 tires, rather than just one because she had one tire damaged, and the one opposite of that tire on the rear was completely worn out. The two tires from the front of the car had 4/32nd of tread remaining, which is only a few thousand miles from being completely worn out. If she purchased only two tires, she would have been buying two more within a few months. We explained that she needed four tires due to those issues, and she never mentioned only wanting two tires only again. At any time during the process, had she restated her position of only wanting two tires, and was fine buying two more later, we would have quoted that. She said she wanted the same Goodyear model tire that she had on the car. The tire she had on the car was no longer an active model. It has been discontinued. The replacement, or tire that Goodyear was making in its place, was the Goodyear Sport.

[redacted] (Big O sales agent) looked the Goodyear Sport up on our warehouse inventory website, and it showed that four were present. We gave her a price (significantly more than the tire we sold her) and she wanted to get them and paid a $400 deposit. Before she had left the store, [redacted] called the warehouse to order the Goodyear tires. The warehouse said that while the website showed that four were available, there was not actually any present in the warehouse and it would be a week (not two weeks as she states) before they could get the tires in. [redacted] spoke with [redacted] and made her aware of the inventory discrepancy, and that we were not able to do the Goodyear tires. The Goodyear tires are much more expensive, so from a sales standpoint it makes no sense to take her out of the Goodyear tires for any other reason.

[redacted] then went over options with her. The tire we ended up deciding on has a similar tread-wear rating and traction information as the Goodyear and was much cheaper (which met with her budget needs). I have several guys that work in this shop that run these tires on their cars so we are very comfortable with their quality. We simply stated to her that this was ONE option that would work for her, and she decided to consult with her father. She stepped outside and spoke with her father on the phone for nearly 20 minutes. She came back in and said to install them, do an alignment on the car, and apply the deposit to those tires. If she had stated that she wanted to end the transaction at that time, we would have kindly returned her full deposit. [redacted] and her boyfriend then gave us a contact number and we drove them home with our courtesy vehicle. We brought the car into the shop and installed the tires and completed the alignment. The work was completed.

An hour and a half after they left, the boyfriend called and said they wanted to back out of the deal. Again, the work on the car was already completed. We stated that there would be labor costs associated with backing out of the deal. We told him that since the work was already completed, that they would owe for the alignment and the tire mounting labor to put them on and then take them off again….. then install her bad tires back on (which we still did not have a forth tire cause it was ruined). I don’t feel that the fact that she changed her mind should cause the shop to complete this labor for free. Big O still has to pay the hourly wages of the employees installing and uninstalling, then reinstalling her tires.

The boyfriend then put [redacted] on the phone and I (Manager) spoke to her. I explained that we would gladly refund her money minus the labor and alignment if she wanted, and she could look at other options at another shop. I also explained to her that Big O Tires offers a 30 day ride guarantee on all tires, so if she wanted to drive on the new tires for a week to see how they perform, I would still gladly give her full credit toward the Goodyear tires, or any other option. She agreed to try the tires for a while and give me feedback. She came in and picked up the car a while later, and I stated again about the 30 day ride option.

She has since never called us or stated that the tires do not perform to her needs, or we would have discussed other options with her. It had only been one day when she filed this complaint. I would gladly take the tires back and give full credit toward the tires of her choice. She also didn’t mention that the Goodyear tires are significantly more expensive. The financial issues she speaks of in her complaint is largely why we quoted her the lower tier tire. She would have to pay the difference between her current tires and the Goodyear tires if she decides to go that route.

Again, I do want to RE-state that at any time before we completed the work had she said no, we would have gladly given the entire deposit back. Had she stated at any time prior to the work being completed that she wanted to look at other options for tires we would have done that. She agreed, with her boyfriend present and after consulting with her father, that the option was good for her and gave the OK to start. The tires were quoted at approximately $395 as she stated. It was the alignment that made the ticket go to $457.

Thanks,

Review: I am very unsatisfied with the tires I purchased at Big O Tires, Lake Havasu City, Az. The manufacture of the tires is Sumitomo - 235/65R17 104H SUMITOMO HTR A/S P01 BLK. I paid $700 dollars for 4 tires and only got 19,237 miles out of them! We did purchase the the Tire Protection Package also, which the tires would have been covered under this warranty. Since the purchase, I have moved to Pennsylvania and there isn't a Big O Tire shop near to have taken my car to. I had to have the tires replaced on my vehicle to be safe and pass the Pa inspection. Unfortunately, I do not have the tires in my possession since I had this done. I don't know if the tires were defective or if the product Big O is carrying is just junk. I have been dealing with the manager of Big O, Todd Belote on this issue. I contacted him 4 different times (5/14/12,5/16/12,6/7/12,6/29/12) for a total of 6 weeks, allowing plenty of time for him to possibably assist in getting this matter taken care of. I feel that I was given the run-around and they really don't care about the customer. The 2 years that we lived in Az, we patronized this business and it is disappointing how this is being handled.Desired Settlement: I would like a FULL refund for the cost of the tires purchased on invoice #[redacted]. Including the tire installation package, tire protection package, tire disposal fee, environmental tax, labor, and shop supplies for a total of: $697.00

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: CM Property Management is the company my condo association has hired to manage our affairs. I am sellng my condo and during the inspection there was an issue found with the foundation and the roof, both of which fall under condo association responsibility. I contacted [redacted] (email [redacted]) who is the one in charge of our specific association. His response was literally "I have already addressed these concerns". To close I just needed some sort of email or letter stating that they received my request for service on the two items and that they would have someone come out to take a look. That is it. Instead of helping me out he ignored my request, as well as that of my real estate agents. I reached out to the office staff for help but seeing that they were just administrative hands they could do nothing. They tried to plead wit [redacted] to please cooperate as it is his job to respond and his way of responding was stating that he didn't feel those were association responsibilities and that these issues were delt with and he would eventually have someone take look. He is skirting his responsibilities and could potentially cause me to lose my buyer - who wants to move into a condo complex where the property management company refuses to assit when needed??? I would like this addressed appropriately and I would like them held accountable for the job that they accepted when taking on [redacted] Condo Association. I pay my home owners due in full and on time every month, I have never defaulted. What am I paying dues for if the PM won't respond and is trying to skirt the responsibility to the unit owners when it is clearly Association responsibility...Desired Settlement: I want the work completed and the issues resolved for my buyers. And I want in writing that this has been acknowledged or received (i.e. the roof an foundation issues) and that they will be addressed/looked at. We aren't laying blame, we are asking for them to do thier job and take responsibility.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

From: [redacted]

Sent: Monday, December 23, 2013 9:24 AM

To: [redacted]

Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

This complaint (#[redacted]) has been resolved by the business whom I spoke with this morning. Thank you.

Sincerely,

Business

Response:

Review: On 03/18/20** I went to Big O to have my tires rotated and balanced. They told me I need new brakes on the front of my car. I ask them how much it would cost,[redacted] said 139.00. I told them to go ahead and replace them. When returned to pick up my car. I had a charge for 11.20 on my bill, I ask them what it was for, they told me it was for shop supplies. I ask them what kind of shop supplies he said well everything we use here.He said like this ink pin in my hand the paper you bill is printed on the paper we put down in your car, stuff like that. I told them they had quoted a price of 139.00 to me and nothing was mentioned about supplies. They refused to take it off. If I tell someone I can wash their car for them for 5.00 and when they return I tell them I had to charge them for the towels, buckets and water and the price is now 10.00 that's just wrong.Desired Settlement: refund of 11.20

Business

Response:

From: [redacted]

To whom it may concern:

said customer came into store to have brakes installed on front of car and was given a price of $139.95 for frt pads and labor. Customer was informed we needed to check and make sure other components were ok such as rotors and calipers.

Service tech pulled car in, check components, found to be ok. Salesperson told customer all else was ok, mechanic had just printed the estimate, salesperson picked up estimate, customer was preparing to leave and come back to get car, sales person said " I have the estimate right here, the rotors are good, so it will be $139.95 plus TAX and FEES and the grand total is $**5.09". Customer said ok, sale person said I will call you when its done.

Nothing else was said until she picked up car, customer then said he told me $139.00, salesperson response was it was p;us tax and shop fees. Customer then said to him "what are shop fees", salesman went on to explain all materials used to do jobs at hand. It is a percentage of the cost and is charged on all service jobs everywhere. Customer did not like the fact that she was charred a shop fee, yet she was given an exact price to the penny by the salesperson BEFORE the work was done and nothing was said then.

When the salesperson tried to explain the reason for shop fees, the customer did not want to hear the answers and said to the sales person those things should all be complimentary. Salesman explains all shops in the nation have shop fees to offset the cost of doing business, the alternative is charge higher prices for the job at hand, the way we go to business is equal to in this respect the market, this keeps the playing field even.

Customer left unhappy about a shop fee, even though the total price was given again up front by said sale person before the work was done with shop fees, as well as sales tax.

Sincerely,

[redacted]: owner, Big "O" Tires 17005

Review: Charged us again for labor that was under warranty.

We replaced shocks and struts at the Gilbert, AZ Big O location. Our son drove to Utah and had the front strut break. We took it to a Big O in Kaysville, Utah and ask that the Strut labor be repaired under warranty as it was replaced less than a week prior. Big O would not warranty the labor. Said that they do not work with customer provided parts (Autozone). It clearly says on the invoice 12 month 12000 mile warranty. Big O says that they are not part of Big O Corporate and they don't need to follow Big O guidelines. Spoke with a [redacted] a [redacted] who were both unhelpful and could not see past a sale. [redacted] told me that the Big O in Gilbert, AZ said to "charge the guy what you want". [redacted] also stated that he felt that the repaired that they did would fail as well, but he was doing us a big favor. When asked why he would repair my sons vehicle and put the car back on the road knowing it would fail again, [redacted] said" it could last 10 miles or 100k miles I have no way of knowing. We took it to another repair facility and found that had the original Big O just placed a simple washer that was provided, this would not of happened. I called both Big O's and complained, of which both were unhelpful saying that I provided the parts and they would not warranty the labor. I was never told that if I provided the parts it would be an issue. Desired Settlement: I want a full refund for the labor that was charged for a previous repair by another Big O.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/13) */

Contact Name and Title: [redacted] / sales and service

Contact Phone: XXXXXXXXXX

Unfortunately this customer has experienced a parts failure on parts not purchased at Big O Tires. It is a very simple process. To use an analogy that may make this easier to understand, if a customer brought a tire in (his own tire)to have us install the tire, we would do so, then if that customer had a blow out, flat or failure of that tire and brought us another tire, he would be charged again to install another tire. This concept is the same for anything. How are we able to warranty a part or labor for something we have not sold. You cannot buy a steak season it, have someone else cook it, and then be upset about how it tastes. We do have a nationwide warranty but it will only cover failed parts we have provided. We urge the customer to remedy his concerns with the provider of the parts that have failed.

Final Consumer Response /* (4200, 11, 2013/09/23) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I don't know how many times I can say this, but I will say it once more. It was NOT a parts failure but an install issue. I have on my invoice 12 month 12,000 mile warranty from a Big O in AZ. The ONLY reason it was brought to you to repair was for the warranty on the install. Again, I have now had to replace both front struts due to improper install. I would suggest you rebranding yourself if you DO NOT want to follow a simple warranty or even fixing another Big O's install issue. You have mentioned that you do not need to follow the rules of Big O and any warranty. I say you and Big O follow an unfair and deceptive trade practice and I will only be satisfied with a FULL REFUND from either of the Big O's I have paid money too. If you feel that is incorrect,I would suggest you take it up with the Big O in AZ. I have a warranty that is clearly stated on my invoice, this warranty is not at the store,but at Big O. I demand a refund! You (Big O) could have injured a person on a poorly installed part. I have tried to resolve this with you and was treated like dirt from [redacted] and the owner [redacted].

Final Business Response /* (4000, 9, 2013/09/19) */

When Shane [redacted] brought his Toyota in the vehicle had a failure of the left front strut which was a part the customer had purchased from an Autozone store. He had been informed that a failure of parts that were customer provided was not covered under

Big O's national warranty

Shane was given the part that was removed from his vehicle which he then took to a Autozone outlet for replacement. The replacement strut was installed back onto the vehicle at the agreed upon price.

If there is a question of warranty on the labor to replace the customer provided parts that should be addressed with either the part vendor, Autozone, or the installing store in Arizona.

Big O Tires nationwide warranty policy does not warranty customer provided parts. If the Arizona store offered or implied a part warranty, that is up to that store.

Once again when the vehicle was in our store in Kaysville Utah the left front strut exhibited a part failure with nothing to do with installation. Parts fail, as this was the case with this strut as shown by the fact that Autozone replaced it under their warranty. What ever is wrong with the other side after the vehicle was in Kaysville, UT we don't have any knowledge, due to the fact we did not perform any service on the right side of the vehicle.

The problem has been turned over to Big O's customer relation department and it is our understanding that they have come up with a resolution concerning the situation regarding the Arizona store and Mr [redacted] but at this time are unable to connect with Mr [redacted].

Customer relation phone number is XXX-XXX-XXXX

They damaged all 5 of my rims and refused to do anything about it