Concerning case # [redacted] Thank you for letting me answer this complaint this wayLet me start with updating my records [redacted] has been retired for several yearsMy name is [redacted] I am the manager/owner of the storeNow to the complaintMr [redacted] seemed to leave out a lot of details on his letterHe originally brought his Lincoln in on 4/09/with miles (inv #***)His vehicle originally came with 255/70Rtires and now the truck has oversized after market wheel/tires in a 305/45RHe needed four tires at the timeThe tires had excessive edge wearHe chose to flip the tires on the wheels to get a few extra milesWe did this at no charge and recommended tires and alignment He did the alignment later that day(inv#***)On 4/17/Mr [redacted] came back with miles on truck and we installed two of the least expensive tires we sell per his requestThe tires do not have a mileage warranty.(inv#***)On 5/08/with miles he came back for two more(inv#***)On 8/08/he came back in with weird tire wear concernThe truck had miles since the original alignment and has not been in for a rotation for over 10,milesWe recommend rotation every miles for wear concernsThis is done at no chargeAt that point we recommended ball jointsHe felt we should have caught that when we did the original alignment with miles on truckI advised customer I would give him a discount on tires if he did the repairs with meHe stated another shop owed him and would do it for less moneyOn 8/18/with miles Mr [redacted] came back in and stated the other shop had missed control arm bushings when they replaced ball jointsI tried to explain that it really wasn’t the other shops fault they missed the control arm bushings because there was play in the ball joints and they needed to repair them before they probably would see the bushing playHe felt that it was there fault and they owed him a discountAt this time I gave him an estimate and stated that if he was to repair the bushings with me I would sell him one tire at regular price and give him the other tire at no chargeHe stated the other shop would do the work for lessWhen I asked to see the estimate he could/would not show meOn 8/24/Mr [redacted] came back to the store with miles for a free flat repair(inv# [redacted] At this time Mr [redacted] had called American Express to dispute all charges up to this pointHe did not mention any of this at the timeOn 8/26/he came in and demanded I buy one tire and he would buy the otherWhen I stated this was not the agreement I had offered he left the store and at this time told me he was calling American ExpressThe truth was that he already had and I received a letter later that day disputing the chargesHe then Contacted Yelp and Big O corporate to complain on social mediaWhat Mr [redacted] doesn’t understand is that he has 15,miles on these tiresThe tires are the least expensive per his request with no mileage warrantyWith the aftermarket oversized tires, lack of maintenance and where he lives this is normalHe doesn’t take any ownership of these issuesIf you have any questions please do not hesitate to contact meThank You, [redacted] ***
I am rejecting this response because: We all should expect our neighborhood retail stores to work under the principle of exceptional customer service and integrity [redacted] of the Big O Tires, in El Dorado Hills, seems to have lost the understanding of what this meansThe fact of the matter is that, as in ***'s own words, he had my vehicle twice within weeks, back in April of this year, when he replaced all four tiresIn both instances, he and his crew had plenty of opportunity to do it right and diagnose the issues with my vehicleAs a standard practice with all mechanics and tire shops alike, Big O should have thoroughly checked suspension and perform a complete inspection of the front end of the under carriage of the vehicle prior to installing new tires***'s Big O team of technicians did not do their job thoroughly, and therefore missed some critical alignment issuesFor [redacted] to suggest, in his statement to Revdex.com, that he sold me the least expensive tires, and that for that reason, I shouldn't be surprised that my front tires wore in as little as months, is a ridiculous notionThe fact that the tires had 10,miles on them without a rotation, as [redacted] also points out, is again a poor attempt at justifying his lack of customer service and a bit shady at insinuating that tires can normally wear out that quick without a rotationHow many of us actually rotate our tires right at 5,miles? So, should we as consumers expect our tires to wear out by 10k miles (see picture attached) because we were sold cheaper tires?...ridiculous at best! These tires that Big O installed cost me $each, and look at these [redacted] reviews on this link (stars and on the average 30K mile wear): [redacted] My mechanic who services my car regularly, even took some responsibility for the alignment issue, when I brought the car into him to investigate the unusually tire wear (see his notes attached), as he knew the car had some significant issues that were missed, by offering repairs at a significant discountI asked [redacted] to take some ownership in the matter as well, and I offered to show [redacted] my Mechanic's quote, but [redacted] said that he couldn't do the repairs for my mechanics price, but still shook hands with me and said that he would pay for a tire if I bought the otherTwo weeks later, when I came to [redacted] for the tire work he went back on his wordHow much sense does it make as a business owner to save $to lose years of business that I have given him...?Bottom line, [redacted] now needs to be an honest businessman, and do his part and refund me the cost of those tiresThe car has had all repairs done, but is unsafe to drive with its current tire condition, so I have to replace the tires immediately
I am rejecting this response because: again I have provided all the necessary proof on my end to show that Big O Tires failed to diagnose work needed on my vehicleAnd as the documents I have provided the Revdex.com show it was much more than just the ball joints as [redacted] suggestsThere were several other repairs that he should have noticed needed to be performed before ever installing tires on the vehicle ocuments that I have provided the Revdex.com show it was in just the lower ball joints but quite a few other things that they should have been able to find None of this would have happened if [redacted] did not back out of his original agreement to share the tire cost with meI am now ending this communication and will reply that I do not accept any other of his responses, with no more comments
Concerning case # [redacted] Thank you for letting me answer this complaint this wayLet me start with updating my records [redacted] has been retired for several yearsMy name is [redacted] I am the manager/owner of the storeNow to the complaintMr [redacted] seemed to leave out a lot of details on his letterHe originally brought his Lincoln in on 4/09/with miles (inv #***)His vehicle originally came with 255/70Rtires and now the truck has oversized after market wheel/tires in a 305/45RHe needed four tires at the timeThe tires had excessive edge wearHe chose to flip the tires on the wheels to get a few extra milesWe did this at no charge and recommended tires and alignment He did the alignment later that day(inv#***)On 4/17/Mr [redacted] came back with miles on truck and we installed two of the least expensive tires we sell per his requestThe tires do not have a mileage warranty.(inv#***)On 5/08/with miles he came back for two more(inv#***)On 8/08/he came back in with weird tire wear concernThe truck had miles since the original alignment and has not been in for a rotation for over 10,milesWe recommend rotation every miles for wear concernsThis is done at no chargeAt that point we recommended ball jointsHe felt we should have caught that when we did the original alignment with miles on truckI advised customer I would give him a discount on tires if he did the repairs with meHe stated another shop owed him and would do it for less moneyOn 8/18/with miles Mr [redacted] came back in and stated the other shop had missed control arm bushings when they replaced ball jointsI tried to explain that it really wasn’t the other shops fault they missed the control arm bushings because there was play in the ball joints and they needed to repair them before they probably would see the bushing playHe felt that it was there fault and they owed him a discountAt this time I gave him an estimate and stated that if he was to repair the bushings with me I would sell him one tire at regular price and give him the other tire at no chargeHe stated the other shop would do the work for lessWhen I asked to see the estimate he could/would not show meOn 8/24/Mr [redacted] came back to the store with miles for a free flat repair(inv# [redacted] At this time Mr [redacted] had called American Express to dispute all charges up to this pointHe did not mention any of this at the timeOn 8/26/he came in and demanded I buy one tire and he would buy the otherWhen I stated this was not the agreement I had offered he left the store and at this time told me he was calling American ExpressThe truth was that he already had and I received a letter later that day disputing the chargesHe then Contacted Yelp and Big O corporate to complain on social mediaWhat Mr [redacted] doesn’t understand is that he has 15,miles on these tiresThe tires are the least expensive per his request with no mileage warrantyWith the aftermarket oversized tires, lack of maintenance and where he lives this is normalHe doesn’t take any ownership of these issuesIf you have any questions please do not hesitate to contact meThank You, [redacted] ***
I am rejecting this response because: We all should expect our neighborhood retail stores to work under the principle of exceptional customer service and integrity [redacted] of the Big O Tires, in El Dorado Hills, seems to have lost the understanding of what this meansThe fact of the matter is that, as in ***'s own words, he had my vehicle twice within weeks, back in April of this year, when he replaced all four tiresIn both instances, he and his crew had plenty of opportunity to do it right and diagnose the issues with my vehicleAs a standard practice with all mechanics and tire shops alike, Big O should have thoroughly checked suspension and perform a complete inspection of the front end of the under carriage of the vehicle prior to installing new tires***'s Big O team of technicians did not do their job thoroughly, and therefore missed some critical alignment issuesFor [redacted] to suggest, in his statement to Revdex.com, that he sold me the least expensive tires, and that for that reason, I shouldn't be surprised that my front tires wore in as little as months, is a ridiculous notionThe fact that the tires had 10,miles on them without a rotation, as [redacted] also points out, is again a poor attempt at justifying his lack of customer service and a bit shady at insinuating that tires can normally wear out that quick without a rotationHow many of us actually rotate our tires right at 5,miles? So, should we as consumers expect our tires to wear out by 10k miles (see picture attached) because we were sold cheaper tires?...ridiculous at best! These tires that Big O installed cost me $each, and look at these [redacted] reviews on this link (stars and on the average 30K mile wear): [redacted] My mechanic who services my car regularly, even took some responsibility for the alignment issue, when I brought the car into him to investigate the unusually tire wear (see his notes attached), as he knew the car had some significant issues that were missed, by offering repairs at a significant discountI asked [redacted] to take some ownership in the matter as well, and I offered to show [redacted] my Mechanic's quote, but [redacted] said that he couldn't do the repairs for my mechanics price, but still shook hands with me and said that he would pay for a tire if I bought the otherTwo weeks later, when I came to [redacted] for the tire work he went back on his wordHow much sense does it make as a business owner to save $to lose years of business that I have given him...?Bottom line, [redacted] now needs to be an honest businessman, and do his part and refund me the cost of those tiresThe car has had all repairs done, but is unsafe to drive with its current tire condition, so I have to replace the tires immediately
I am rejecting this response because: again I have provided all the necessary proof on my end to show that Big O Tires failed to diagnose work needed on my vehicleAnd as the documents I have provided the Revdex.com show it was much more than just the ball joints as [redacted] suggestsThere were several other repairs that he should have noticed needed to be performed before ever installing tires on the vehicle ocuments that I have provided the Revdex.com show it was in just the lower ball joints but quite a few other things that they should have been able to find None of this would have happened if [redacted] did not back out of his original agreement to share the tire cost with meI am now ending this communication and will reply that I do not accept any other of his responses, with no more comments