ComplaintsforBig O Tires

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter took her car, a 2008 *** 328i to this location due to a battery issue which was under warranty. This location replaced the battery Jan 2023. So she returned to the location when she started having electrical issues. Upon inspection they told her the battery was bad and they would replace it under warranty. Then 2.5hrs later they came back with some bolt/clamp on the positive terminal cable was broke and the part to fix it would cost her a total of $352. The car was driven into the shop and at this time is un-drivable due to the broken part. Manny, at Big O tires has told us the part was broken coming into the shop, however the vehicle was operational. If the part was indeed broken upon driving it into the shop, the last people touch/install the battery was in fact Big O tires at the same location. After their techs touched the vehicle, it is not operational and now needs to be towed. Big O tires is denying any responsibility for this and expects us to pay for the replacement part. We have asked for the vehicle back in the same condition we took it in, and they are unable to fulfill that request due to the broken part which they claim was there when she drove it to their business. It seems as though Big O tires is taking advantage of our daughter and expects her to pay for the damage they caused. We are currently having the vehicle towed from their location to her *** mechanic. We would like to have all costs pertaining to this situation reimbursed.

  Business response

  08/23/2023

  Good morning, 
  
  We received a formal complaint # ******** for ******************* regarding her daughters **** Because the complaint is coming from a parent, we are not able to find records on the *** battery service. We would need the license plate, phone number, or name of the customer who received the service. The store manager remembers the situation and the vehicle had a damaged wire prior to service. Store manager offered to replace the part at cost with no labor to appease the customer, however the customer is adamant we had broke this cable. The customer then said the previous owner of the franchise damaged this wire and it was our responsibility to replace. We strongly disagree with this statement and our only obligation was to warranty out the battery. The customer was upset and demanded we pay for towing expenses to another shop for repair, even though we offered to repair at our cost. If a wire was broken that would be very common for a 2008 vehicle and considered normal wear and tear of parts. We can not warranty parts from a manufacture that fails do to age or wear and tear and in this case, a 15 year old vehicle. 
  
  In closing, we feel our only responsibility to the customer was to warranty out the battery which was completed during the date of the customers visit. Further, we offered to replace the part at our cost which is not something we feel like we were required to do. We feel like we have went above and beyond to keep the customer happy, however short of free replacement of the wire the customer was going to upset. 
  
  Should any further questions arise please contact *********************** directly at ******************** We request the name of the customer, phone number used to check in, or license plate number to find the actual documented history of this customer. 
  
  Best regards, 
  *********************** - Owner 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I originally went to this company for an a/c check, they told me what was wrong with the vehicle and I payed $300 to have it fix only to find out that was not the problem, so I called back and asked if I could get another look at the vehicle, they told me it was fine to come back . Once I got there around 4pmthey turned me away and said they would not work on the vehicle after I fixed what they said what was wrong. he had me ************ degree weather (which is considered a heat wave ) only to tell me he would not look at the vehicle. Thats fine but he couldve told me that over the phone. However it all went down hill once he started being rude and laughed in my face. I find that very unacceptable since he stated that he was the manager at the company. I asked if there was someone else I could speak with. He told me no, there was no one else above him that I could speak with. He told me that I was not able to get my vehicle looked at if I didnt have at least 180 dollars for him, because he needed to be paid for his time. Which is true but that amount is excessive considering he gave me the wrong information the first time. I feel deflated because I drove down there after spending my last $300 only to be laughed at by the manager and was offered no help

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