Big O Tires

Customer was contacted on 4/18/2017 and part that was damaged will be replaced for customer. Apology was made for lack of communication and/or follow up.

Revdex.com:
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.
[I attempted multiple times to reach an agreement with Big O Tires. They call me unreasonable yet I am only asking for the bare minimum of the damage & expense their work has caused. They have never negotiated with me or reviewed all of their mistakes. My BAR rep, [redacted], has only told me that I should ask for MORE reimbursement for the danger and risk they placed me and my family in, he has never suggested my terms are unreasonable. That was the last direction or follow up I have heard from him.  ]
Regards,
[redacted]

Customer came in for tires and an alignment. After applying for our financing and getting approved, the customer authorized us to replace the 4 tires and do the alignment check. We did the tires and the alignment after putting it on the alignment machine, getting the readings of the vehicle, and...

seeing it was out of alignment. The customer left on September 15th towards the end of the work day. On August 26th the customer called and said that her wheel was loose, I offered to tow the vehicle back to the shop and [redacted] said he didnt want us to tow it. I offered to pick up lug studs and bring them to his place of work where the vehicle was. I picked up lug studs from the dealership, and brought them to his place of work. We brought our torque stick and a jack and installed the lug studs onto the car. The vehicle was missing three of the five lug nuts on the driver rear wheel. We double checked all of the other wheels and I advised the customer we would like to bring it in to verify nothing else was wrong and the alignment was still good. The customer brought the car back in on September 27th and we inspected the lug nuts and made sure that there was no damage to the hub where the lug studs went into the car holding the wheel on. I brought the customer out to the car and showed her that there was no damage to the threads on the wheel hub. Put car on the alignment machine and all of the alignment angles were in line and correct still. I apologized to the customer and asked what she would like us to do for her. She originally sad that her husband wanted to split the original bill. I told her we could not do that, and advised that since we did make a mistake on the installation of the tires, I would refund her the installation costs. I offered her a free oil change and to replace the headlight that was out as well on the car and her husband said no. He said if I did not refund them half of the original bill, he was going to go to the Revdex.com and post reviews on [redacted] and [redacted]. I said that we can refund the installation portion of the bill, because that is what we made a mistake on. If the wheel would have fallen off, I advised her we would pass it along to insurance because it could have caused damage. No damage was done to the vehicle since the wheel didn't come off and I showed the customer the car and went over everything with her at the car.  I purchased this store on August 14th, 2017. One of the employees was clocked out and was having a beer in the back of the shop, which I did not know he was doing. I talked to every one of the employees and said if I ever see anything like that again, they will be terminated on the spot. He was not working on the car that day, and had been clocked out since 3 pm. They left around 5 pm. I take safety very seriously and I feel terrible about having a wheel loose on a customers car, but advised the customer that I was sorry.  They wanted me to take the money off of what they owed so they didn't have to pay as much on the financing. I refunded the installation portion of the bill in cash and the customer left the store.

[redacted]
 I HAVE CONTACTED THE CUSTOMER, SHE EXPLAINED WHAT HAD HAPPENED I DID APOLOGIZE FOR HER BAD EXPERIENCE AT BOTH BIG O TIRE LOCATIONS. I ALSO EXPLAINED THAT THIS IS NOT HOW WE OPERATE AND WAS WILLING TO REIMBURSE HER FOR THE...

EXPENSES SHE WAS OUT. SHE DID THANK ME FOR THAT BUT WAS NOT WILLING TO ACCEPT ANY REINBURSEMENT AT THIS TIME. I DID TELL HER I HOPE TO KEEP HER AS A CUSTOMER IN THE FUTURE. THIS  WOULD NOT HAVE WENT THIS FAR IF I HAD KNOWN ABOUT THE SITUATION. %3

We performed an oil change on Mr. [redacted]’s 1995 Ford F250 pick up as he states.  Mr. [redacted] accused us of overfilling his oil.  When he returned to our store, the oil level was at the “safe” zone, which means it had the proper amount oil.  But oil was leaking from the dipstick tube...

next to the oil pan.  Ford acknowledged that this was a common problem on the 1995 model and has since redesigned the dipstick tube.At Mr. [redacted]’s request, we repaired the damage by installing an updated dipstick tube at no charge despite the fact that we did not design nor install the previous dipstick tube.  He was upset because he had lost $300 on a non-refundable vacation expense.  Even though our invoice specifically states that we are not responsible for incidental expenses, we felt badly and offered to pay for his lost $ 300.  At this point, we felt we had gone above and beyond any reasonable expectations.After he agreed to take the $300, Mr. [redacted] then demanded that we perform a compression check.  We were under no obligation to do this, but we wanted to make things right by Mr. [redacted] so we performed the test. We did this test with him standing right next to the technician.  We flat out refute his allegation that we tried to hide anything.  How could we when he was invited to stand right next to the technician as he performed the compression check?The vehicle is twenty one years old and has over 56,000 miles on it.  There is bound to be wear and tear and some loss of compression over the years.  One cylinder was at 95 PSI and Ford recommends that all cylinders be at or above 100 PSI.  This is not a big deal, but Mr. [redacted] thought differently.  We then ran the test again once the vehicle was at operating temperature and all cylinders were within Ford specifications. But Mr. [redacted] insisted that we do something about it.We explained to Mr. [redacted] that in order to replace his engine and each and every part that had any oil on it whatsoever, he would have to deal with the insurance company.  This demand of Mr. [redacted]’s is completely unreasonable and we knew that the insurance company would most likely deny all or at least the vast majority of his demands.  We especially felt this way given the faulty design by Ford of the original dipstick tube.We also explained that if we turned it over to our insurance company, we would have to abide by the letter of the warranty and we could no longer reimburse him his $300 in lost vacation expense.  This lost $300 would now become part of an insurance claim and he would have to deal with the insurance company if he wanted to be reimbursed.Mr. [redacted]’s response was that he is a “gambling man” and would take his chances with the insurance company.  I have been in the business for 39 years and I KNOW that insurance companies, while being professional and fair, will NOT succumb to unreasonable demands.  We tried to caution Mr. [redacted] of this, but he maintained that he is a gambler and would battle the insurance company.  The insurance company is Union Standard.  They insure most Big O Tire stores in Arizona and thousands of automotive shops across the country.  My fear is that Union Standard insurance will see this for exactly what it is and deny the claim, costing Mr. [redacted] a lot more money in rental car fees etc.   Regardless, the entire issue is now in the hands of Union Standard.  We will have to pay our deductible (should there be one), but any settlement whatsoever will be between Mr. [redacted] and Union Standard.  There is nothing else we can do and we are completely out of the process.   Our being out of the process is a direct result of Mr. [redacted]’s decision, so we are not sure why he is writing the Revdex.com.  We have done everything Mr. [redacted] has reasonably requested.   The issue going forward is completely between Mr. [redacted] and Union Standard as Mr. [redacted] requested.  We will honor and abide by the insurance company’s decision.  Big O Tires1975 W. Happy Valley RoadPhoenix, AZ 85085

When Ms [redacted] came into our store she purchased a set of tires and also asked us to check her clutch that it was making a noise like a bearing was going out.  When our mechanic went to check her car he didn't even leave the parking lot to know that the clutch was bad it was making a...

loud noise and the clutch was slipping. We installed the tires and did an alignment, we need to drive the car after the alignment is done to make sure it is OK. It stalled on him two times wile driving it. We informed the customer and gave her a price, she declined. upon picking up her car she accused us of doing something to her clutch, we did not work on it at all. I tried to help her with the price and even offered to let her make payments just to help her out. In the end we did nothing to her car to make the clutch go bad.

In reviewing the warranty claim, Harris Battery determined that the batteries did not fail due to manufacturer's defect.  It is our experience that failure as detailed in the claim is the result improper maintenance.  As a courtesy, Harris has elected to provide reimbursement for the...

purchase of replacement batteries due the inability to determine where the lack of maintenance occurred - equipment manufacturer, equipment dealer, or end user.
 
[redacted], Manager of [redacted] Sales, reached out to the end user on 10/24 and advised him to purchase replacement batteries and submit to our office for reimbursement.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 I accept that the end result on my invoice is correct. The invoice itself is FAKE and fraudulent it is written that the ad does not appear. they add labor and filter then give you a FAKE discount coupon. I think this is fraud for the m to get a break on sales tax sent into the state. and they use the fake discount coupon to get a break on income tax. that is my opinon. this could have been so much easier if I was NOT HUNG UP ON when I called and wanted an explanation of why my invoice was written up false and fake. I can check next with the az. dept of revenue to see if this was legal? making up FALSE discount coupons when the customer clearly has no idea of what is going on. Can you imagine how much they deduct from taxws with all the fake coupons if they do it for everybody.? Then deduct it from fedral income tax. I will see what they say about the fake invoices.

"[redacted], thank you for your feedback.  Unfortunately we are not able to offer a refund on a part you did not purchase from us and that we did not install.  However, we would be happy to reinstall your old ac compressor for you at no charge and you can then return the one that you purchased....

  If you would like to get that taken care of please contact us to schedule.”

Complaint: [redacted]
I am rejecting this response because:car never made it home from Big O. It was towed to [redacted] imports who determined it never should have been deemed safe to drive. Diagnostic charges were never authorized because they were never disclosed upon dropping vehicle off."discount" was not a return of diagnostic charges - the reduced charge was the "Wednesday Ladies Day" discount as advertised on the walls of the service center   Big O claims fluids always checked and topped off.   Vehicle no longer operational and has since been donated to habitat for humanity.   All around misleading and misrepresentations.  
Sincerely,
[redacted]

My experience with Big O Tires is [redacted]: June 2015 I purchase $475 worth of new tires. The manager informs me I have an oil leak from the oil ascending unit. I tell him that that happened the last time I was in and that the engine was over filled with oil and oil was also spilled on the engine. Manager ignores me and I tell him I cannot afford the fix at this time and I had someone else cleaned up the oil. Then the tires are mounted and that will check the wheel alignment for free. The manager apparently makes fun of me due to everyone in the shop is laughing when I enter the shop. I’m asked to go see the wheel alignment guy. He shows me that one tire is out of alignment. The manager says $80.00 to fix this wheel. I tell him I cannot afford it. At this time I realize this is a scam since they should have done the wheel alignment before they mounted the tires if they were honest people. I pay for the tires and the receipt says wheel alignment declined by owner. This of course will give this manager the option to cancel the 60k tire warranty if they don’t make it to 60k. So this is a win win for this store manager. Now I go to get in the car and I notice they did not even clean off the new tires and when I start the car the air conditioner does not work! What a coincidence I’m now two for two with this shop. First time they over fill the engine and spill oil which ruins the oil meter and now the AC is broke. Again I go somewhere else for the repairs for obvious reason that this Big O store appears to be making work for them selves. Consumers beware! I thought you should know.

We are in the process of investigating the matter and have made contact with the customer.

Initial Business Response /* (1000, 5, 2015/09/02) */
Your letter regarding this case was received Aug. 29, 2015. I believe this case is fully resolved. Mr. [redacted]'s car was returned to him on Aug. 26th with the engine exchanged. He was provided with a rental car for three days, 24-26 Aug.
The...

damage to the engine was a result of our employee installing the wrong oil filter, which fell off. Mr. [redacted] was assured we accepted full responsibility, and would repair his vehicle. Our initial effort to rent a car was unsuccessful because the rental car company would not take the debit card our manager tried to use, and would not take the number of the credit card we would normally have used over the phone, and l was out of town with that card in my possession. That issue was resolved on Monday the 24th.
We replaced the engine in the 2008 Toyota Corolla, which had 102,551 miles, with a used engine with considerably fewer miles. An extended warranty was purchased from LKQ for the engine and all needed additional parts were replaced. We sent it out for a smog check. We will be doing the next four oil changes on that car at no charge. I believe we have done everything necessary to satisfactorily resolve this issue.
I have attached copies of all associated documents regarding this repair. Please call me with any questions you may have. Sincerely,
[redacted] Owner

We did replace the mirror, even though we do not believe we were at fault.  It was a good will gesture on our part.

Revdex.com:
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 the issue. All I request is an inspection of the damages with both vehicles present...

as well as a third party official. I would also like to see in writing the test drivers and mechanics account of the time my car spent in the shop, detailing what work was done and which bay the car was stored in. If you would like to set up an inspection with your insurance provider both the vehicle and myself can be made available anytime. I would very much appreciate your co-operation in helping me find out what happened to my property.
Regards,
[redacted]

All the money has been refunded to the consumer and the complaint has been resolved.

This is concerning Big O on Austin Bluffs, I called for a alignment quote and was told they were running a special for $48.95, so I set up an appointment for the next day All done and said I was charged $86.92 for he alignment. On my previous stop at that same Big O, they tried to tell me I needed rear brakes and the car was not safe to drive. When I mentioned it to him that I just did the rear brakes, he said it must have been one of the other gentlemen's cars that he was talking about. I guess it wasn't that important to tell them as he didn't, and he didn't call anyone either. This will be my last time using them.

I stand firm that I dropped off a working car, and picked up a car that was essentially unusable.

To whom it concerns
I spoke to [redacted] on 12/09/2014 about the financing he called wanting a number who he finance his tires through said that he hadn't been contacting he got the tires back in July yes he didn't get approved for the first financing then does have six months same as cash we...

have a Alternative financing program that we use when people can't get approved on our big o card we explained it very thorough to The customers whenever they apply we tell them that they only respond through email that's why you have to have a email to apply we tell them that there  contract is being emailed to them at the address that they provided they do a electronic verification and electronic signature to verify them we tell them what their first payment is going to be and that they should pay it off in 90 days because interest is very high because it's turned into a lease I don't understand why he is waited till now to contact us since he did buy the tires from us and he's been paying them since
 
August I feel that everything was explained to him the way that should've been and he done with electronic verification and signature and we told him how much his first payment would be told him that they would email him everything we feel that we do not owe him any kind of refund Thank you [redacted] Manger Big O Tires # 17014
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Mrs. [redacted] is correct that we advertise in the paper a $21.95 oil change up to 5 quarts conventional oil, oil filter and rotation, most cars and light trucks.  The key words  conventional oil.  Mrs [redacted]'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 $39.95.  Where part of the problem is, starts that Mrs. [redacted] 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 3 times   Mrs. [redacted] 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. [redacted] 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. [redacted] 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. [redacted].  Mrs. [redacted] 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[redacted], owner