Steak Out

[redacted] ,? I am responding to [redacted] 's complaint against our Big O Tires.? [redacted] came into our store at 5:49pm 5/31/17, ? authorized diagnostics and listed these concerns:- "lost power-battery light came on and saw smoke"- "turned off and restarted, now seems to be fine" - "check for leaks"No check engine light on but had a stored code of [redacted] - Crash Shut-off was triggered-upper limit exceeded.? We found a Crankshaft vent hose to be broken and disconnected, blowing oil/oil filled air on engine creating driveability issue with running roughWe had to remove the upper intake manifold to replace this hoseWe contacted [redacted] for repairs and he declined initially and wanted it towed from our facilityWe explained we had diagnostics invested and he decided to keep it at Big OHe authorized the repair of the vent hose but declined the engine air filter and the High Mileage oil change and free tire rotationRepairs only.? We replaced the hose and test drove the vehicle, vehicle ran well, no check engine lights on nor was there any excess oil leaking from underneath? With this hose being cracked it had sprayed the engine and undercarriage with an oil mist but it was the only "leak" we saw at the time, nothing was pouring out of it? Ignoring an oil leak would no benefit us as we are a repair shop that repairs vehicles to stay in business? We also did not want to quote anything and everything due to having oil on itWe never want to over quote.In a effort to satisfy [redacted] as he was upset that his wife had authorized diagnostics we deleted the diagnostic charge of $AND we gave $as a discount, saving nearly $300.? We are more than willing to look at the vehicle again to verify the leak and to make sure it's not run off.? We also don't typically touch the other fluids under the hood when and oil change (with inspection) is not requested? He did return and we did top off the requested fluids.? I am happy to revisit this concern as we want our clients to be 100% satisfied.? [redacted] Big O Tires - District Manager

Complaint: [redacted] I am rejecting this response because:car never made it home from Big OIt was towed to [redacted] imports who determined it never should have been deemed safe to driveDiagnostic 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] ?

***,? I am responding to *** ***'s complaint against our Big O Tires.? *** *** came into our store at 5:49pm 5/31/17, ? authorized diagnostics and listed these concerns:- "lost power-battery light came on and saw smoke"- "turned off and restarted, now seems to be fine"
- "check for leaks"No check engine light on but had a stored code of *** - Crash Shut-off was triggered-upper limit exceeded.? We found a Crankshaft vent hose to be broken and disconnected, blowing oil/oil filled air on engine creating driveability issue with running roughWe had to remove the upper intake manifold to replace this hoseWe contacted *** *** for repairs and he declined initially and wanted it towed from our facilityWe explained we had diagnostics invested and he decided to keep it at Big OHe authorized the repair of the vent hose but declined the engine air filter and the High Mileage oil change and free tire rotationRepairs only.? We replaced the hose and test drove the vehicle, vehicle ran well, no check engine lights on nor was there any excess oil leaking from underneath? With this hose being cracked it had sprayed the engine and undercarriage with an oil mist but it was the only "leak" we saw at the time, nothing was pouring out of it? Ignoring an oil leak would no benefit us as we are a repair shop that repairs vehicles to stay in business? We also did not want to quote anything and everything due to having oil on itWe never want to over quote.In a effort to satisfy *** *** as he was upset that his wife had authorized diagnostics we deleted the diagnostic charge of $AND we gave $as a discount, saving nearly $300.? We are more than willing to look at the vehicle again to verify the leak and to make sure it's not run off.? We also don't typically touch the other fluids under the hood when and oil change (with inspection) is not requested? He did return and we did top off the requested fluids.? I am happy to revisit this concern as we want our clients to be 100% satisfied.? *** ***Big O Tires - District Manager

Complaint: ***
I am rejecting this response because:car never made it home from Big OIt was towed to *** *** imports who determined it never should have been deemed safe to driveDiagnostic 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,
*** ***?