Big O Tires

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I would rather say it is closed unsatisfactorily as I had to go to the credit card company and they reimbursed the money to me The site would not do anything and they still have not done anything
Sincerely,
*** ***

We fixed the scratch in his drivers door and his wheels. He just needs to set up an appointment to get the scratch on his wheels repaired. We have no problem taking care of him, no questions asked

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will probably not ever take mu car back to them,but I was glad to know that the manager would address this problemRegards,
*** ***
 %

The customer did not allow us the opportunity to inspect or remedy the problem prior to taking it elsewhere for inspection and repairsThe first time the customer contacted us was on January 21, 2016, a full two months after we changed the oil in her *** *** and a day after she paid
*** *** in Colorado Springs to disassemble a portion of her engine to investigate the source of the oilHad we been given the chance to look at the vehicle prior to her taking it to the dealership we could have diagnosed the cause of the oil pooling on the engine, and if it was related to the oil change repaired the problem quickly and effectively without any additional cost to the customerTaking off the intake manifolds allows for visual inspection of where the oil was pooling, but it does nothing to diagnose the source of how the oil is getting thereUnfortunately the customer was charged a substantial fee for an improper diagnosisIn fact *** *** noted " Upon inspection found that there was oil in the engine valley underneath the oil filter housing/coolerThis is not due to parts failure but spilling oil from the filter"In her complaint she notes that "***" suggested that Big O may have spilt oil on the engine when we changed the filter, but she never contacted us to get our opinion or set a time to have us inspect the vehicleIt is our policy to warranty the work that we perform and that warranty is stated on the back of the customers invoiceHad the customer read the warranty information or called the store they would have known to return to the servicing store for inspection and warranty, or if more than miles away from the servicing store there is an number for our nationwide warranty serviceIt is my belief that *** *** recommended removing both intake manifolds without fully diagnosing the problem before handHad the vehicle been taken to a car wash and the engine thoroughly washed it would be easy to determine if the oil was spilled during service, or if their was a leak and if so the source of the leak would have been more apparentThere is the possibility that the oil change that we performed was the cause of the oil pooling in the engine valley, but we were not allowed the opportunity to correct the issue before the customer spent a substantial amount of money elsewhereThat being the case and as a gesture of good faith we are willing to give the customer an in-store credit of $for future purchases of our products

I just received my last two orders and I am just glad it was not raining since several of the pre-cuts and my magazine was in the box with no protection from potential bad weather or my items moving around during shipping The items were not wrapped in any type of plastic unless it came that way from the manufacturer The magazines was in the bottom of the box which was not protected in any way from potential bad weather conditions since the boxes would not fit in my mailbox they were place on an uncovered porch
Also, the precuts were charm packs and due to the poor packing in the box arrived a hot mess Now before I can use them I will have to try to straighten them out
I have mentioned my concern before with the company and nothing seems to be done I would let others know that unless it is cut off the bolt or comes protected from the manufacturer the items could potentially be a mess and ruined if the box is exposed to bad weather

This will mark the third time the customer or her mom have contacted usAll info including paperwork, video, etcwas pulledThe findings from this do not support any of the accusations that the customer is making.The customer states they were charged for a wheel balanceThere was no wheel
balance performed nor was one requested when the checked into the storeThis was confirmed via work order review and the audio/visual evidence from that dayAs I informed her the tires were not purchased from a BOT so if she would have requested it would have been an extra chargeThe customer did sign the WO agreeing to the service which did not include a wheel balance. Customer stated we broke a wheel stud during the tire rotationThe wheel stud in question was cross threaded by the previous installer and would not come off when we were removing the lug nuts to do the rotoationThis was explained to the customer and we were given the approval to replace the broke stud and lug nut for a charge since we did not install the lugnuts lastThe customer was informed during the visit and on the phone during the complaint follow up to which she stated that she believed we broke it when putting the wheels on despite the fact that we informed her of this shortly after the work started on the vehicleI advised her that I would contact the last shop that performed the work to have them cover this cost.(Vehicle had new brakes on rear)The customer is also stating that we recommended Belts that were not in need of replacementA belt sequel was noted by the salesperson during check in before the hood was openedAfter that it was also noted on the inspection by the tech and the stores ASE Certified MechanicThe sales associate asked the mechanic to confirm who also verified that the noise was from the belts and not the pulleysAll three belts were shown to have severe cracking and looked like they had not been replaced in a long timeThe issue with the belts was confirmed by three different employees at three different stages of the processThe customer stated originally that she had already had them done when she contact us but then on the follow up call she stated that she took it to her mechanic and they told her the belts were fineI asked her for any documentation which she stated she could not provide.Lastly, She states that we bent a wheel when we worked on the vehicleduring check in the salesperson noted that the RR wheel Hub Cap was brokenTech notes point out broken from impactThe RR wheel was most likely bent prior from contact with a curb or pot hole (which broke the hub cap too)once the right rear wheel and tire were relocated to the right front location during the rotoationmoving a bent wheel from the rear to the front would account for the issue not being noticed priorWe have a specific torque procedure in place that involves using a hand torque wrench to tighten lug nuts and it would be impossible to damage the wheel during this processIt was almost certainly bent from a major impact. As we have stated numerous times no if the customer would like to furnish some store of evidence from another shop, etcwe will be glad to review

I spoke with *** *** time about her concernsSince then I can not reach herI offered to install the hub centric rings that are missing, upon arrival, at no cost to herI also offered to refund the difference in the price she paid and the sale price a week laterShe stated that she did
not know the brand of tires on her car, but I have a work order that she signed with everything including the brand of tires I have tried repeatedly to call her about getting this taken care of, but her phone goes to voice mail and the voice mail is fullThank you for your helpI spoke with *** *** time about her concernsSince then I can not reach herI offered to install the hub centric rings that are missing, upon arrival, at no cost to herI also offered to refund the difference in the price she paid and the sale price a week laterShe stated that she did not know the brand of tires on her car, but I have a work order that she signed with everything including the brand of tires. I have tried repeatedly to call her about getting this taken care of, but her phone goes to voice mail and the voice mail is full.Thank you for your help.Patrick F*

All parts were changed at the time of service, the bushings need to be cleaned to determine what the old degree was on them so we can replace them with the ones that are needed to properly align the truckSometimes when parts are needed for repairs we don't know of any other issues until after
those parts are replaced depending on severity of old parts qualityWe also discounted labor at time of serviceThe work was originally performed on 9-5-and 9-6-he came back a month later to complain at the store a lot can happen in a month there is no telling how he drives the vehicle

Initial Business Response /* (1000, 6, 2015/09/11) */
The customers complaint was received and was promptly replied to on July 27th via *** mailHe was also given a partial refund back on the issue which took into account the fact that the initial request by the customer and info he provided was
incorrect which lead the sales team into a position where they were trying to complete the customers request with as minimal down time and cost to them as possibleThe refund given was for cost of the sensors minus the work that would have been performed on the initial visit had the correct information been receivedCopies of the letter and all invoices have been uploadedThe response was sent to the address the customer provided us
Some of the customers comments are not exactly reflective of the incidentWe were told the wheels were off of a vehicle of the same year make and model and that they just needed bolted onIn fact these were either from a year prior to or someone had removed the sensors prior to his arrival which was not told to usWhen the vehicle initially left it was not showing any issues with the Tire Pressure Monitoring system and was scanned multiple times so it was assumed that the sensors were presentThe only way we would have known was to remove each tire to visually verify which would have cost the customer more money and time which seemed unwarranted based on his communication that the tires and wheels were from the same vehicleHaving known that they were not from the same vehicle or that they had been tampered with we would have communicated the need and extra cost involved with installing the wheels and tires
This was an unfortunate set of circumstances where incorrect information and the salespersons drive to keep the cost and time down caused an issue
I would also like to note that the techs involved in the work have both been with our shop for an extended period of time and were trained properlyWe do not let individuals that are not trained or new complete items by themselves they spend a probationary period under the supervision of a season tech till they are prepared to complete items on their own
We have considered this issue closed for some time now as we felt a timely and through response was given to the customer with a reasonable resolution
Initial Consumer Rebuttal /* (3000, 8, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good Morning,
I am willing to accept this responseHowever, I never received the letter or check referenced to in their responseIf I had, I would have not started a formal complaint with the Revdex.com
If they could resend the letter and the check I would consider the matter resolved
In mid August my company moved me to San Antonio
My new address is
*** *** *** *** *** ***
*** *** Texas XXXXX
If they would please send the letter and check to this address we can resolve this issue
Sincerely,
*** ***
Final Business Response /* (4000, 10, 2015/10/05) */
The original customer service response letter and refund was sent to the address that Mr*** provided to our store on July 3, and as was stated in the earlier response it was sent out via *** on July 27, According to the *** customer service it should have been delivered no later than August 5thMr*** also used the same physical address that we sent this to on August 30, when he opened the case with the Revdex.com
The reason we point this out is that in his response he states that he moved mid AugustAs a small business ever dollar counts so we have to be cost conscious of the expense required to place a stop payment on a business checkGiven this required expense we would ask that we have days to see if the correspondence is returned to the store or if it possibly is forwarded to Mr***'s new address if a forward was filed for the addressThis may help us forgo the process of formally stopping payment on the original check and re issuing a new check along with the cost to have the new correspondence delivered in a manner that we can track its delivery
We will continue to monitor the checks status in hopes that it arrives or continue to look for it to be returned and take the necessary steps as these items either do or don't transpire
Final Consumer Response /* (4200, 12, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will wait for the company to follow through with the actions they have set forth

The customer came in to the store on 12/9/and stated that she wanted a refund for an oil change that was done at our shop on 9/26/The customer stated that the vehicle had started having an ignition Mis Fire issue on 12/6/and that another shop had told her that the cause was the oil
did not look like it had been changed in a long timeThey also stated that the car was low on oilThe documentation that the customer brought in from this shop showed that the mileage was at 114,when it arrivedThe vehicles mileage when the oil was changed at our location on 9/29/was 111,The total mileage put on the vehicle between services was 2,milesThe oil change we performed was a basic conventional oil change which we recommend an interval of 3,miles between oil changes therefore the vehicle was miles away from being due for a serviceThe fact that the oil change was that close to being due would account for the fact that the oil was dirtyAlso as with all vehicles especially high mileage vehicles (over 75,miles) the engines motor oil level should be check regularly between oil changes as most vehicles lose oil as it is consumed in combustionI have attached a service bulletin strait from General Motors (Chevrolet) that discusses oil consumption between oil changes and the recommendation to check your vehicles oil level every fuel fill to ensure that oil level is correctIn relation to the paperwork that the customer brought from the other shop there are some questionable itemsThey charged them for a "Motor Flush" in the amount of $for labor (labor is pouring a bottle of cleaner in to the engine and letting it run for 5-min) and then $for "Motor Flush Product" (we sell this same product for $5.95)An Engine Oil Flush is honestly a service that is very rarely needed by a vehicleWe almost never perform them unless requested by the customerBelow is a link to an article regarding Motor Flush Services that outlines in more detail the serviceThe article states that 90% of vehicles never need this service. Some of the circumstances that might possibly warrant this service are described in the articleIt is worth noting that when the vehicle was in to our shop on 9/it had Temporary License Plates on it so it unknown what knowledge the customer has of the vehicles maintenance past prior to our serviceLink to article on Motor Flush Service: http://www.theglobeandmail.com/globe-drive/culture/commuting/does-my-car-really-...⇄ The shop also charged the customer for an oil change $and then charged another $for extra oil in the amount of quartsI called the location and asked for a price on their oil change service and was quoted $which they stated included quarts of oil, new oil filter, and laborThe vehicle holds quarts of oil total so I am not sure why they charge for additional oil? The invoice is extremely vague and does not show any details as to what is done or what parts were usedOur invoices break down each line item individually and also the vehicles manufacturer specifications for recommended viscosity and capacityOur shop keeps detailed records including the actual work order with initials from two techs (a double check is required) on oil changes and wheel torqueDuring an oil change two separate techs must check to ensure the drain plug is secure, oil filter is secure, and the vehicles oil level is correct before leavingThe original paperwork was pulled from 9/and shows that two techs signed off as completing these double checksIt also showed the review by the salesperson before delivering the vehicle to ensure that all items were completedThe customers claim is that we did not do the services she was charged for on 9/29/This claim is based on the fact the other shop told them that the oil looked dirty, was low, and looked like it had not been changed in a long timeHowever there is no factual information that suggest we did not complete the serviceThere is also no details on the mis fire issue when the vehicle arrived at their shop or what the found was the cause of the mis fireAn engine mis fire is caused by one of three issues no spark, lack of fuel, or poor compressionAll three of these are not items that are simply fixed by an oil changeThe cause of this would be much deeper than dirty oilIt could be an issue with a valve which would cause compression issues and also would cause accelerated engine oil consumption and contaminationThe carbon deposits from combustion in the cylinder get into the engines oil and the engines oil enters the cylinder and burns off during combustionI am not saying this is the issue but it could account for dirty oil and the oil consumption from the time we changed the oil till when the issue occurredThe bottom line is no details were given on how they came to this conclusionBelow is a link to more information on mis fire issues:http://www.engine-misfire.com/ Our documentation shows that all of our operational procedures were followed and that we have no question that the service was performed correctly on 9/The fact that the oil level was low and condition of the oil dirty seem likely due to the fact the vehicle was due for an oil change in milesI also feel that the other shops invoices and lack of detail leave a lot to be questionedThey did not provide any details or facts that would support the claim that we did not perform the service on 9/In addition the previous maintenance history leading up to both services should be looked at to determine if there were any items that may have contributed to any of the issues the customer experiencedThese items were explained in detail to the customer on 12/We reviewed the audio/visual footage from the customer’s interaction with the store manager on 12/and found nothing that would support the customer’s statement that the manager talked to them like they were “Stupid”The manager was simply trying to explain the details outlined in the responseWe are a reputable individually owned franchise that is part of a nationwide networkWe are Motorist Assurance Program certified and have been an accredited business with the Revdex.com for roughly two yearsThis is the first time I have ever had a customer accuse us of not changing their oil in the last years under my ownershipWe follow strict procedures when it comes to our services to ensure consistency and qualityWhile we understand the customer’s frustration we do not feel that all of the information was given to them accurately and correctly to allow them to make an educated determination on what was wrong with their vehicle and the causeNor do we feel that the other shop provided any information or facts that would show we did not perform the service on 9/We hope that the customer will review the information and facts we have provided and take this into considerationWe simply do not feel that there is anything to support the claim that we charged the customer but did not perform the service on 9/29/therefore we do not feel we are obligated to provide a refund for this service

***
Avoid this store, very rude and snobby store manager will laugh at the customer after asking for a military discount, the store is in bad shape and might not be structurally sound, I had my front end alignment done here on my truck twice and they just couldn't get it right, I sat in this store for HOURS as the alignment tech screwed up TWO TIMES !! I ended up driving to the chevy dealer and they got my alignment done right
just avoid this crappy store, this place will only WASTE your time(Big O tires- don't even think about denying what happened)

I want a full refund
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***

I placed my order on 11/18/-- one month later I still do not have my complete order This was Christmas fabric to complete a gift -- that will not happen now The excuse is a new inventory system being installed and causing backup problems with the cutting and shipping of orders The new system must be taking years to install as I see on many review sites this issue has been ongoing for years Wish I had reviewed this company prior to placing my order The co-owner, Alan, is very flip in his reply to my complaint and has done nothing to resolve this problem Customer "Service" Rep., Steve, claims to be working to get my fabric to me and says he will call when the issue is resolved I've now stopped carrying the phone around with me

I Paid my bill with an agent over the phone using my debit card for $on Sept Then I get a cancelation notice in the mail for non paymet
I paid my bill on the 12th of Sept for the amount of $which the agent told me was the amount I needed to payI paid that over the phone with the agentAnd now today on 9/29/I recieved a letter for non paymentMy card was debited on the 12th with the agent taking my payment over the phoneI called the company today and the people got irrate with me saying I owed a balanceI explained that I paid over the phone with the agent the amount that he told me was dueNow they are saying more and my policy was canceld on 9/25/and I just recieved the letter today on 9/29/I am upset and appauled by this companies lack of buisness ethicThe guy who took my payment over the phone told me the amouth, I had had him switch up things on the policy and remove and a car then he said it wouldn't save me much money, I had him add

The issue has been handled, we did pay to replace the motor in the car

Mrs*** *** is correct that we advertise in the paper a $oil change up to quarts conventional oil, oil filter and rotation, most cars and light trucks The key words conventional oil Mrs ***'s car takes a high grad 0-20W synthetic oil If we put conventional
5-20W oil in her car it would void her engine warranty and we would be liable if that engine developed any kind of problem You can view the attachment from cars.com which is a consumer reports for what a consumer should pay for an oil change Our cost for her oil change without tax was $ Where part of the problem is, starts that Mrs*** dropped her car off and stated that she needed an oil change really bad because she was late in doing it We tried to call her times Mrs*** never returned the calls When she finally arrived and was told or the additional cost for her oil change she became very angry and stated that we were just doing a bate and switch We never do a bate and switch and never will We even offered the oil change for free to try and make Mrs*** happy When she stated that she was still going tell everyone that we were still a bate and switch operation and was still being angry, the manager changed his mind and stated she would have to pay the regular price We even took a check when they are not suppose to take a check Mrs*** is more than welcome to go to her car dealer where she stated she has had her oil changes done If she checks with them, I am sure she will find that our price is much lower As you can see in the newspaper add it states convention oil We did all we could to please Mrs*** Mrs*** is welcome to try other auto repair shops But we will not put in any product not recommended by the manufacture. I am so sorry that this happened, but we did what was right and offered more than we needed to.Rick S***, owner

Mr D*** was only charged $for his oil changeIf you add up the prices on his invoice for qts of oil, for oil filter, for labor, that equals $if you subtract the as it shows on the invoice it equals $16.99.The add states up to 5qts of oil Mr ***s car
takes 6qts of oil so there is a charge for extra qt of oil at The add also states plus disposal fees The other amounts are for an air filter and a cabin filter

Mr*** Provided the product and asked us to install his provided productBig O Tires can not, and will not take responsibility for product purchased somewhere elseThe provider of the product should take the responsibility for what was purchasedOf course this all comes down to the
decision made to purchase onlineWe offered before and will offer again to install the correct parts if he would like us to do soBig O Tires sells, and installs custom wheel all the time, with no issues in productBig O Tires has approved vendors, with excellent track records, so things like this dont happen*** may be upset for the issues he has had, but it is not now and never was Big O Tires responsibility for his purchase

GUIDANCE ONE IS REFUSING TO REFUND ME MY MONEY EVEN WHEN GIVEN PROOF THAT I HAD ALARM SYSTEM AT MY HOME WHEN I STARTED SERVICE WITH THEM!
I HAVE SUBMITTED DOCUMENTATION TO GUIDE ONE SHOWING WERE INSURANCE WAS ESTABLISHED IN THE TERM OF ME GETTING INSURANCE WITH THEM!

WE APOLOGIZE FOR THE PROBLEM THAT OCCURED AT OUR STORE WE TYPICALLY DO BALANCE JUST THE TWO TIRES GOING TO THE FRONT ON A TIRE ROTATION AS DO MOST ALL BIG O STORES IF THE TIRES WERE NOT BALANCED AT ALL IT SOUNDS LIKE A MISCOMMUNICATION FROM THE SALESMAN TO THE TIRE TECHS BASED
ON THE PRICE THAT WAS CHARGED IF ALL FOUR TIRES WERE BALANCED IT WOULD HAVE BEEN A HIGHER CHARGE WITH THAT SAID, I AM HAPPY TO REFUND THE CHARGE TO THE CUSTOMER BECAUSE WE DID NOT PROVIDE WHAT HE EXPECTED AND I DO APOLOGIZE AGAIN FOR THE INCONVENIENCE MY NAME IS JAY M*** AND THE CUSTOMER JUST NEEDS TO GET WITH ME TO FIX PROBLEM OUR PHONE NUMBER IS ###-###-#### THANK YOU