Big O Tires

Tell us As the warranty shows in the attached files. 1.       The tire must be worn to 2/32nds2.       The consumer must go to the store the tires were purchased if they are within 25 miles3.       The product...

and paper work must be present at time of warranty4.       The tires are replaced with the same manufacture part at the prorated rate based on mileageThe Client came to Big O Tires AFTER the other tires were purchased from Discount tire. They called us demanding their money back without their tires or anything.  The previous Manager Adina had asked for the tires to inspect them.  The client had rounded up the used tires and brought them to us, the tires have abnormal wear on outer edges from a needed alignment, one tire has a nail too close to the sidewall to repair and all of the tires are ABOVE the 2mm tread wear.  I am certain the client was "sold" a set of tires because the vehicle is All-Wheel Drive and you cannot replace just one tire with an All Wheel Drive vehicle with one damaged tire as it can damage the transfer case. Our Warranty does not cover for tires that are worn unevenly due to an alignment issue and the tires need to be worn evenly to 2/32's.  The rubber compound of the tires change as they wear so the rubber at the lower portion of the tires is harder than the initial rubber when new.  This is why the tires must be worn down to 2/32's which is the wear bar, which is government mandated to be on the tires which is the specs for a "worn out tire" to ensure shops are not lying to them and saying their tires are worn out when they still have life left.  None of the provided tires are worn to this level except on the outer edges and this is due to the vehicle needing an alignment, this voids the tire wear warranty as they are no longer worn "evenly".

We are offering free software demo download on our website at [redacted]. This is fully functional demo software and customer can put real property information and check out all feature and functions. Demo is available at no cost without any obligations. If they like it than they go...

ahead and purchase our software.Ms. [redacted] [redacted] downloaded our software demo on Jan 19, 2016 at 11.08.37am (PT). This was free demo without any obligations. After looking at our free demo, she decided to purchase our software and at the same time she also requested ID Scanner and Signature Pad hardware to purchase. We are offering multiple versions of ID Scanner and our website also shows description of different ID Scanners and we did explain difference between different model of ID Scanner. She decided to purchase our lowest price Barcode ID Scanner mode and based on her request we did sell to her.Based on her request invoice was generated on Feb 10, 2016 at 1:18 PM and she did send us payment confirmation on Feb 14, 2016 at 5:27 PM.After looking at her payment conformation full version of software got installed on her computer on Feb 17, 2016. This is full version of software, permanent license was granted on her computer. She owns full never expired software on her computer.This is no refundable permanent license for software installed on her computer. As we have given her full version of license so she now own lifetime license of software.She ordered Barcode scanner and some of IL driver license has encrypted data on driver license that can't read guest information from driver license and only take photo copy of driver license. During purchase we did explain her that if barcode is not in readable position than you can't read driver license with this scanner.We offered her as you have problem with this ID Scanner we can take scanner back and refund you for scanner. Scanner cost was $550. She did't agree for same.We propose her, we can give you higher model of scanner that work on [redacted]. That scanner cost is $1095 and she want that to be overnight deliver so $95 shipping cost and total comes out - $1190. We ask her, you return low cost barcode scanner and I can only charge difference. She don't want to return old scanner and she want us to charge for difference between $1190 - $550 = $640 and once she receive new scanner, she will return old scanner. Now ask me which company get agree for this type of terms and condition? She was us to ship $1100 scanner and she only want to pay $640 for that scanner. What if she don't return old scanner? Who is going to pay for it.She currently have permanent software license on her computer, we don't know if she copy that license to multiple locations too.We are ready to take Barcode scanner back and refund her full payment to herorWe can ship new [redacted] scanner and we can refund for barcode scanner once we get it back here. She need to pay for [redacted] Scanner and she need to ship us back old scanner.She hold permanent license and now she want full money back. Our license policy clearly stated, once license is generated, it can't be refund for any reason. We are giving 21 days fully working demo and she did downloaded demo and after that she decided to purchase our software. So there is no question of refunding for software license. If she want she can send us back hardware and we can refund for hardware payment. She want full money that is not going to happen in any condition after permanent license is generated.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:Big O claims (once again) that the age of my truck is a more likely cause than the quality of their work - they also insinuate that I (although claiming to perform my own maintenance) have failed to carry out any maintenance on my truck for 300,000 miles! Not only is this obviously false, but the regularity of my oil/air/fuel filter changes, fluid service, battery conditioning, brake service, clutch repair, belt service, lights, mirrors, etc., etc., etc. has no bearing whatsoever on the work Big O performed on my wheels. Additionally, they have expressed concern that I might have removed the tires myself while replacing the front axle center pivot bushings, thereby negating their warranty... I should not have to inform you that it is unnecessary to remove wheels to service the pivot bushings on a Ford IFS axle, but to clear up any question, I did not remove any tires while performing this service (should there remain any question, you may request a statement from the driver who assisted me in this maintenance chore). Additionally, it is obvious that you are unfamiliar with basic metallurgy and the nature of case-hardened steel studs (don't feel too bad, I had to speak with 6 tire technicians, 2 Ford Motor mechanics and one metallurgist/machinist/blacksmith before I began to understand). Allow me to explain - due to the heavy duty nature of the vehicle, Ford Motor Co. felt it necessary to supply case-hardened steel studs for the wheel assemblies. The case-hardening process hardens only the exterior layer of the steel studs (the threads) leaving the core of the stud softer and more flexible for resilience under load. Unfortunately, when a lug nut (especially a lug nut made of hardened chrome [chrome is used as a hardener and to sharpen tool steels to cut softer metals]) is routinely over tightened, the hardened stud does not "immediately snap off", rather the threads are worn and stretched, allowing the lug nuts to ride back over the threads until only metal on metal pressure holds the lug and stud together. This pressure will hold until sufficient force (i.e. a loaded truck and trailer making a 90* turn, pushing all the weight against the over-tightened nuts) causes failure of the nuts/studs. There was no "vibration" before the wheel came off; the only noise was when the wheel came off, ground over the studs and smacked my bumper and fender before careening across the road... To further clarify, upon each daily check of my truck and equipment there were no missing or loose studs or nuts; yes my truck is loud, but I can hear (and more importantly feel) if there are any irregularities with the wheels, and there were none UNTIL the total failure in which all 8 lugs came off of the front left tire simultaneously, causing the damage (as before mentioned) to my rotor, dust shield, studs, lug nuts, wheel, bumper, and fender, and possibly compromising the front end alignment.Your desk clerk made no offer to complete the work required to get my truck back on the road until I demanded that he call every parts shop in town until he found the necessary parts, rather he told me I would have to leave my truck there for a few days while they tried to find the parts! I took photographs of the damage after the incident occurred, and you can plainly see rubber from the tire where it hit. Yes, my truck has a few miles on it, but I take very good care of it (your own techs expressed interest in buying it from me on more than one occasion); yes, the bumper and fender damage are cosmetic, but the condition of my truck reflects on my business, and I am extremely displeased at your failure to acknowledge the damage and your refusal to make adequate reparations. You have insisted in each of your communications with me that you have no liability in the matter and that I am being dishonest, or am somehow trying to cheat you out of a free repair. I will be very clear - you had one job, to install the wheels/tires properly and professionally. You failed to do so. I have been given every excuse imaginable - "that can't be our fault", "your truck is too old", "you must have taken off the tires or loosened the nuts yourself", "when we said it was 'good to go' that doesn't mean that we implied that the studs and everything were okay"...Let's quit beating around the bush - you put the tire on, then the tire fell off and damaged my truck; you refused to perform even the most basic repairs to enable me to get back on the road until I demanded it of you; and you have refused to repair the remaining damages. You are responsible for the damages, and I am hereby demanding that you cover the cost to complete the repairs.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/28) */
[redacted] G came into Big O Tires 7/20/2015 invoice #XXXXX and mileage of 142,903 requesting an alignment due to "steering wheel crooked and new parts installed". We installed new REAR shocks and also documented the ABS and TPMS lights were on...

Prior To Service. We performed the alignment and installed the rear shocks.
[redacted] G returned 10/12/2015 invoice #XXXXX and mileage of 144,486. Ticket reads "Front end feels loose, see [redacted]". We inspected the vehicle and found one of the "new parts" installed by someone else was loose and about to fall out. This part was the Right front upper Ball Joint. Being loose it had wallowed out the hole and was unsafe to drive. We quoted the client new ball joint and Steering knuckle. The client was upset stating it was our fault. Ball joint installation is not part of the alignment process, nor was it a process during replacing his rear shocks. The clients concern lies with the shop or person that installed the ball joints, not the shop that performed the alignment.

This is my second response to this complaint. I did answer this immediately when the first one was sent to me.  When a vehicle pulls in to our store we do not automatically know what kind of oil it takes.   The same 0-20 oil can be purchase for $24.97 at [redacted].  [redacted] has more buying power than a little 2 bay oil shop, so there is no price break.   That does not include a premium oil filter which cost $5.95= $30.90.  We did the job for $39.95 (please see invoice minus Taxes and oil disposal). So the Tech that did the job makes $15.00 an hour.  We pay him a half hour labor $9.50plus matching fica .  As you can see there is not much profit in doing an oil change.  We offered as you can see in my letter that I wrote to Revdex.com back in July to do it for free.  When a customer complains about that... there is no pleasing That customer.  We will not put the wrong oil in any vehicle to save money, that would void the warranty and leave us liable.  I am sorry that we did not please [redacted],  but she was many miles past her oil change, we did try 3 times to call her, she said she did want it done before she left the car.

Initial Business Response /* (1000, 6, 2015/06/22) */
Mr. [redacted] originally came into our shop 4/22/2015. He asked us to look at a possible brake issue and told us he had just had brake work done at the Big O Tires in Estes Park, CO. Upon inspection our tech found that the Front brakes had just...

been replaced but the pads (which were supplied by the customer) were causing the issues. In addition to that the customer had front bearings that were in EXTREMELY bad shape. The customer was advised of the issue with the brakes but told very clearly that the bearing issue was very serious and needed to be addressed immediately. The safety concerns were communicated to the customer in great detail. The customer despite our safety warnings choose to not have the bearings replaced. He state "I will get them fixed when I get back to Estes Park). The advisor and our assistant manager both stressed the concern of driving the vehicle without fixing the bearing issue and pleaded with him to fix it or have the vehicle towed but not to drive it. He refused the service completely and asked that we replace his brake pads with new ones.
During this time we spoke to the folks at the Big O in Estes Park who told us they had given him the same information and also warned him about the major issue with his bearings. He had also refused them there prior to coming to our store. At this point he had been warned by both stores of the issue and how serious it was.
As the customer requested we installed the new brake pads at basically cost and charged him labor for installing them. At no point during this service did we touch, remove, or install anything with the bearings. The calipers were simply removed and new pads were inserted.
One last attempt by my Asst. manager was made to convince him to get the bearing issue fixed. He was shown the issue personally and also was told we would repair them at minimal cost just to keep him safe. He again refused.
One last attempt by my Asst. manager was made to convince him to get the bearing issue fixed. He was shown the issue personally and also was told we would repair them at minimal cost just to keep him safe. He again refused.
The attached invoice shows very clearly that we notated the issue and how serious it was because we wanted to make sure it was very clear that we had made every attempt to keep him safe. A signed copy is on file if needed.
Following the customer leaving we received a call from a women Ms. [redacted] who was irately yelling that we had put him in harms way and that we were liable for the issue he had. We explained the situation to her and that the work was refused multiple times but she still insisted we were at fault. She threatened us with legal action, calling 9 news, and reporting us to the Revdex.com. She was completely unreasonable and did not listen to anything we tried to tell her. She was extremely rude and hostile to our throughout the call.
Ms. [redacted] also contacted our corporate consumer relations group with the same complaint. A copy of the letter she sent is attached. The consumer relations group reached out to us and we explained the situation to them and provided the documentation we had Mr. [redacted] sign before he left. They determined that every effort was made to communicate the danger of the issue to the customer and to help him but in the end he just refused.
As we tried to explain to Ms. [redacted] we cannot make someone approve a repair nor can we repair items for free. The customer was given the facts offered an option to repair the issue but unfortunately declined. We also made every attempt to keep him from driving the vehicle but in the end it is his vehicle and we could not stop him from leaving.
We do feel bad for the customer and are happy that no one was seriously hurt as we knew the seriousness as the customer drove out of our parking lot. However we do not feel there is any liability that falls with us nor are we responsible for the fact that he did not allow us to fix the issue. At the end of the day that was his choice not ours. The customer has the right to choose what is and isn't done to their vehicle.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Big o should not have attempted/partial work unless the company can assure the safety of the vehicle leaving their lot. A disclaimer allows for potential life loss or injury of the customer or other motorists. the customer had to successfully purchase and perform the work himself after paying Big o for brakes twice. Big O was going to continually charge the customer for more and more work.
Final Business Response /* (1000, 12, 2015/07/27) */
As we have stated both in the original response as well as verbally to the customer we completed any and all work that was APPROVED by the customer at their visit to the store. The customer was advised of the issues that remained on the vehicle along with the safety concerns associated with these items. The customer made the choice to not address the issues therefore they also made the choice to endanger themselves and the other drivers they shared the road with. Unfortunately we are not able to repair/replace items if the customer is unwilling to approve/pay for the items. We are also not able to perform repairs at zero cost as we are a "for profit" small business and have to charge for parts and services rendered.
The customer and the customers representative that have been filing the complaints consistently been explained this position on multiple occasions. They have repeatedly submitted the same complaint and accused us of not repairing the car and putting the customer at risk. We are not sure how we can more clearly explain that we are not able to fix issues if customers are not willing to pay for services. Every individual that owns a vehicle and chooses to drive that vehicle on public roads is responsible for the maintenance and cost associated with that maintenance so that their vehicle is safe and reliable. As a repair shop we offer those services but are limited by what the customer chooses to repair or not repair.
The customer choose not to complete the re

To whom it may concern,
I am writing in response to complaint #[redacted].
 
I am sorry the response is so late, I had not seen this copy until a few days ago.
 
The customer in question was contacted and advised that the damage to his wheels was preexisting and did not...

occur in our facility.
 
The store manager covered this with [redacted] in person.
Thanks
[redacted]

We did inadventerly bump the side of the truck. It was on a Saturday. I took pictures of it and sent those pictures to the appropriate party on Monday. We contacted our insurance company and we told him we would take care of the truck. I know he was going down to Florida and we offered him a...

settlement and as far as I know he has agreed to the settlement.

Dear Revdex.com         This letter in  response to ID# [redacted] concerning  [redacted] and the wheel coming off his chevy pick up. Mr. [redacted] called to let us know what had happened and we  immediately sent people to the scene to get Mr. [redacted] truck...

picked up and make get his truck back to the shop and get it repaired. Upon inspection the only thing that got damaged was one rear brake rotor so we put two rear brake rotors and a new set of brake pads on his truck along with a tire that was coming apart that we told Mr. [redacted] about at the time of repair but declined to replace. The store manager owner and VP all apologized numerous time about what had happened. We put the truck to a better than prior condition.     Please feel free to call with any questions or concerns.Thank you for your time Joe H[redacted] (Store Manager) Big O tires[redacted]

Initial Business Response /* (1000, 6, 2015/12/24) */
Since the date of the customers purchase we have re-balanced the tires on his vehicle several times, and we have replaced one of the tires under the manufacturers warranty for a non uniform or ride disturbance problem. On 12/21 the store manager...

offered the customer the option he requested which is to return the tires that he is unhappy with for full credit towards a different brand of tire. The customer was also given the option of contacting the tire manufacturer to request assistance in resolving this problem under their consumer satisfaction policy.
At this time We will credit the customer the full amount that he paid for his tires against a better quality product, or he can take his vehicle to one of our other locations to see if a different balancer makes the vibration go away.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Using a different tire balancing method at a different Big O Tires Store, we were able to fix the vibration issue with the vehicle.

Store manager [redacted] will contact the customer and refund him the $15.00 he paid to have the tire repaired in June of 2016. The customer is purchasing their tires from an online warehouse and our shop is providing installation and maintenance services on those tires. The customer has a...

warranty on his tires, but since he did not purchase the tires from a Big O Tires store we do not handle the warranty claims / resolution. The customer has been advised to work with the company he is purchasing his tires from to resolve any warranty issues.

He came in and asked for a certain service to be performed. We asked if he would like to do a diagnostic. He said 'No', he was sure that is what the issue is. So we proceeded to do the repair he asked for. We gave him a bill of $632.27. We fixed his ignition switch, but it had nothing to do with...

the battery light that kept coming on. The problem reoccured, and he was upset.  The customer refused diagnostics, and we repaired what he asked us to. We negotiated a credit of $162 to try and resolve the issue.We feel the customer has been satisfied.

Compliant #[redacted] Big 0 Tire [redacted] Mr. [redacted] came in on 5/5/2017 request a coupon oil change, when our technician went to drain the oil he found that, the threads in the oil pan were stripped upon arrival, there were three gaskets on the existing oil...

drain plug and metal shavings. Customer was brought out to lube bay and shown the damage to his oil pan and then authorized an oversized drain plug to be installed with his verbal approval to our manager [redacted]. Customer was recommended that he get a new oil pan as documented on invoice [redacted]. Customer by his signature on invoice, acknowledged that an oil pan was recommended due to prior damage to the oil pan drain threads, it was documented as you can see by copies of the invoice's attached. Mr. [redacted] came back to our shop on 05/20/2017 stating that the drain plug was leaking , we put vehicle in the air while car was running and observed no leak after being in the air for over ten minutes with the mechanic, owner and manager not seeing any evidence of leakage after running for over ten minutes other than one drip on oil plug on arrival and we retightened drain plug to make sure it was tight, also customer was asked to stay with vehicle and refused to stay so we could look at it together. Mr. [redacted] called the shop and spoke to [redacted] and at no time was she rude, for I was right behind her listening to her the whole time, [redacted] kept asking the customer to call her [redacted] and he kept calling her sweetie, sugar numerous times and yet she kept her cool and at no time was she rude, he was very condescending to [redacted]. Since the damaged oil pan was found upon arrival at store, customer signed invoice stating he acknowledged the prior damage to oil pan we are not responsible. Mr [redacted] seems to be dissatisfied with the service we rendered on 05/05/2017 in the amount of $31.31 we will give him a refund of money he paid but that is all. [redacted] Big O Tire Yucca Valley

[The company took care of the problem and I am satisfied and would like to close out.]
Revdex.com:
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,
[redacted]

Hi this [redacted] with the Big O tires in Shepherdsville Ky and am reaching out to you on behalf of [redacted].  Issues have been resolved and didnt know you guys have not been contacted...  [redacted] called [redacted] not to long after this happened and the issue...

was worked out over the phone.

Mrs. [redacted] my name is [redacted] district manager for Big O Tires at our Irvine store where this guest have an issue. From what I gather they reason for the no service that day. 1st thing the tires are 6 years old or older when we put then on the car invoice# [redacted] on 11/02/2009 they are...

Michelin's. 2nd we do in our industry have a rule of 3-5 years that tires should be recommended to be replaced due to thy amount of years. 3rd  there were visible cracking on the sidewall of tires. Now it would be hard to identify if they would last any amount of time. I'd like to help if we can but our intentions were for our guest's safety for future tire issue not to take advantage of our guest. Please you can email me back and or call me direct on my cell# [redacted]. Thanks[redacted]

still does not change the fact that they are supposed to be the experts at this type of service which I paid for and they still installed the wrong parts on my vehicle rendering it unsafe to drive and damaged my property.

Initial Business Response /* (1000, 8, 2015/09/21) */
This is an unfortunate circumstance where the customer was very aware of an existing problem with their vehicle, but they failed to completely address this problem by having the car ignition lock cylinder repaired when it should have been. The...

fact that the ignition failed the day after we serviced the vehicle is coincidence and not in any way the fault of our company or from any procedures or services that we performed on her vehicle. As the customer states in her complaint she had been experiencing problems with the key operating smoothly in the ignition switch for more than a year. For this reason she specifically requested that we not use the ignition key to unlock or lock the vehicle, the service advisor that checked her in made a note of this request on the work order, and based on my interviews with the staff we complied with that request.
In today's world where most cars have keyless remote access to the vehicles power door lock mechanism it is our habit to use a remote device when available to lock or unlock the driver's door rather than inserting the ignition key into the door lock cylinder regardless of whether a customer has made a request for us to do so. My point here is that her request to use the key fob would be standard operating procedure anyway.
As a gesture of good faith and in the interest of resolving this complaint to the satisfaction of the customer our company is willing to give the customer a $100.00 in-store credit to be used for future purchases at this location. I think this is more than fair considering that the customer is requesting us to take responsibility for cost to repair pre-existing problems on her vehicle. Please advise if this is acceptable to the customer.

id [redacted] filed by [redacted].after receiving your letter I talked to all of my sales staff regarding this situation.  I pulled the handwritten notes from my shop crew that worked on this vehicle.  here's what I know and don't know:1- we agree that we serviced mr [redacted]'s car on...

03-04-20172- we agree that mr [redacted] called and talked to Austin J[redacted] about the problems the Monday that he filed the report.  Austin asked mr [redacted] to bring the vehicle in so we could inspect it and see if there was anything we could do.3- mr [redacted] brought the vehicle in and talked to tanner w[redacted].  at no time did he mention, nor did he have tanner inspect anything other than the missing center cap.  tanner looked through the shop and was unable to find the missing cap.  unfortunately in our business as plastic caps or metal caps with plastic tabs age, they become brittle and even when put in properly they can fall out over bumps.  I am happy to replace the cap for him if I can find one.4- I do not understand the complaint about damaged floor boards or bent exhaust.  we use pad lifts that position the weight of the vehicle over the pinch welds.  we do not manually jack cars unless they sit so low that they will not drive over our lift pads.  we jack thousands of cars per year on these pad lifts and have never experienced a problem to the body or floor of a car due to our lift.  the pads sit way outside the path of the exhaust, so again I am uncertain as to how any of this could have happened. 5- I would like the opportunity to have mr [redacted] bring his car by, so he and I can go over the problems while it is on a lift that we can walk under and inspect.  I will also be happy to cover the cap if one can be found.  the best places to find these older caps are places like billy's wheels (formerly hubcap heaven), or ebaythanks,[redacted]

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Big O tires Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: ...

Response: We have been working on Mr. Customers car's for several years now and in the past have had several disputes over various situations. We decided to come to an agreement not to do business together anymore and explained to Mr. Customer that all tire warranty's would be honored at different Big O locations. Sent on: 2/11/2016 9:31:49 AM