ComplaintsforBig O Tires

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday morning I took my van to ******** auto parts to have it checked out because the battery light came on. They plugged it up and said the alternator needed to be replaced so I took it to Big O tires on Dixie Highway and asked them to replace the alternator. They said they would look into it and call me back with a price. They confirmed that the alternator needed to be replaced and were going to charge $1300 so I told them to make the repair. The next day I receive a text that my van was ready so I went to pick it up. When I got there the lady *******) asked me if I was having air conditioning problems. I said no. Then she asked if I was having problems with the brakes because the brake light was on, I said no and never had a brake light on. Then she asked about another light that was supposedly on and I told her there were no lights on except the battery light when I brought it in. She said ok and disappeared for about 15 minutes I'm assuming to check out the van or speak with the mechanic. She came back and said she had my van mixed up with another car concerning the lights, but they had to remove the air compressor to get to the alternator and the compressor was going bad. She said they put it back on, but there was a chance the air conditioning won't work. She gave me a quote of $1300 to fix the air conditioning. My husband called them the next day and complained because the air conditioning was working when we brought it in and now it's not. He continued to say if the compressor was bad (which it was working just fine before we brought it in) they should have called us before removing it to let us know there was a chance our air conditioning could go out if they continue with the repair. They did not call us. My husband explained that that wasn't fair because they broke it. It was working just fine when we brought it in. ****** refuses to repair what they broke free of charge and wants to charge $900 to fix it.

  

  Business response

  06/27/2024

  This was resolved some time back to the customer satisfaction. Customer was happy with the resolution.

  Thank you, 

  Customer response

  06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

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• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had four new tires put on in October 2023. Feb, with not even 10,000 miles on the tires, I went back because they were completely bald. In Oct, they had told me that I need control arms, tech ***** was supposed to call me with the parts I needed to order since they weren’t able to order them themselves but failed to reach out. I asked them to cover the warranty on the tires because the tech failed to contact me, *****, told me it was my problem. She said they would put tires on the car if I paid again. I called corporate to file a complaint and scheduled service elsewhere to have tires put on and front-end work done. The owner called me one day before my scheduled service and told me to cancel because he was going to make it right. So, I canceled. He said he knew nothing about my car but I didn’t need control arms, just the bushings. They were supposed to order new tires and the bushings. I arrived for service on a different day, I was told they could only do the tires the bushings were never ordered. When I left this time, my car made a horrible metal on metal rubbing sound. ***** was called in after retiring at the beginning of the year because ****, said his other techs weren’t great and didn’t know what they were doing. ***** said I needed a strut. I had never had an issue with my the strut until this visit. ***** said it was fixable with a top plate so he ordered that and the correct size bushings for my car. When I took my car back again, ***** said I needed a whole new strut and they never ordered the correct bushings. I called the **** and let him know. Owner told me to bring my car to the other store and his techs will check it out. He said he'd try to locate the parts. After not hearing back I sent asked him to mail me a check for kias quote and I'd have them do it. **** called me and was very unprofessional and rude. Told me I was no longer his customer and I needed to have it fixed elsewhere and he wasn't paying for it.

  

  Business response

  06/06/2024

  We are sorry to hear this feedback. We aim to provide excellent service to all of our customers and to help in any way we can. We hope the information provided here is helpful in understanding what happened with your vehicle at our store. In October of 2023, you purchased four tires from us. We did a front end safety inspection and found that your vehicle needed lower control arm bushings, or the complete control arms if available. Premature tire wear could occur without them, and we noted this on your invoice. We also attempted to locate parts and provided an estimate. It was discussed with us that you would try to find the parts online for less. You contacted us in March 2024 to let us know that your front tires were worn out. Our mileage reading showed the vehicle had been driven over 12,000 miles. After inspection, we found that you did need four new tires. The wear occurred because of the bad suspension parts and not being able to align the vehicle. Although tire warranties do not cover premature wear due to misalignment or suspension parts, we provided a price adjustment and installed the new tires, after your approval. We reminded you that the suspension repairs needed to be made or the issue would not be resolved. You agreed to have the vehicle looked at by another location and discuss options that would work best for your budget. We explained the service and showed you the parts that would be needed. Since the parts had to be ordered from Korea, direct shipping was not returnable. We let you know the parts could also be ordered through the dealer, but there would be additional expenses compared to ordering online. During our last inspection, our technician also noticed leaking in the right front strut. This is not unusual for a vehicle with over 130,000 miles. The average life of that part is between 75,000 and 125,000 miles. We let you know that repair was the most pressing for your vehicle. Two weeks later, you let us know that you were working with another mechanic. We suggested that you continue working with them because the most important thing is to get your vehicle repaired to guarantee long tire wear and safety. We would be happy to discuss any of your concerns, and would be happy to answer any of your questions about the services we provided. You can reach us at ***** ********* Thank you.  

  Customer response

  06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: The owner is not being truthful. I asked for video footage af my car in their shop and he refused to give it to me. They 100% broke my strut and then talked me into buying parts from them that they never ordered. They attempted once to order them and ordered the wrong parts I waited and waited for the correct parts to come in. The last time I went in I was told there was nothing I can do about it. The owner **** also sent me a text telling me he was going to take care of it and did not hold up to his promise. Horrible business owner and badly ran business. Scams many of customers just like myself. The only thing I'll accept is the cost of the full OEM strut that's including the coil and other parts sold separately from the strut that make the strut. He has a quote I gave him. He offered to put a Cadillac strut in but I didn't accept because it's not the part for my car. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Won a Free Oil change at a church function. Certificate read "FREE OIL CHANGE (a $36 value). Presented coupon upon arrival at business. At check out was informed it was not FREE but only a $36 discount. Not mentioned when coupon presented. Have also notified KY Attorney General Office. How can something be FREE & not free at the same time ? Very deceptive & misleading. Public should be made aware.

  

  Business response

  05/26/2023

  *** **** presented a coupon that has no expiration date and we’re given out to customers at different times

  over the years and can be used for any product or service not just oil changes, most were used for oil changes

  and that why it states free oil changes. However, many cars use different types and amounts of quarts, the face

  value of the coupon states in bold letters that it has a (36.00) value and can be applied to their specific application.

  Our advertising agency made these very large 5x8 and very detailed on the conditions of the offer. 
  

  I can only assume *** **** did not present the coupon at time of check in, and the 36.00 was refunded towards

  her purchase at time of invoice. We’re sorry for any confusion this may have caused.

  **** ******

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Big O Tires Monday May 16,2022 about a rattling noise in my steering wheel and I was told I can bring my car in and they were going to be able to get me in and out because I had to get back home to ******* *******. On the phone I explained to ******** what I was told by an ******* mechanic that it may be my outter or inner tire rod. The lady then explained that’s not what it sounds like and to bring my car to the shop. I then dropped my car off and within and hour or 2 I was told that it was my wheel hub Barron and that’s the reason my car was making the noise, but they were going to having to keep my car until Wednesday May 18, 2022. I was told the estimated price was $370. Wednesday May 18, 2022 I received a call saying that while they were fixing the wheel hub Barron they had to break the axel and it was $100 extra. I was told to come to the shop because my car was finished. I then paid more the expected, $575. They shop closes at 5pm I picked my car up around 4:30pm. I then drive down the green belt and hear the same noise my car was making if not worse. I then call Big O tires to explain to them my car isn’t fixed, ********* then tried to convince me that it’s safe to drive to *******. I then go to the shop Thursday May 19, 2022 before the shop open. I let the mechanic hear the noise I recorded right after I picked my car up. He says “he know exactly what’s wrong with my car and it can be fixed in less then 2 hours, and also stated ********* never told him about the noise, instead told him to fix my front end alignment and my hub Barron. Never explained the noise. I was then told to leave my car overnight until Friday May 20,2022. I call first thing in the morning and I was told by ****** that my car wasn’t going to be worked on until the first of the week. I then go to the shop and she was able to transfer me to another Big O tire on **** ***. They were then able to fix it before the end of day. I missed a whole week of work in *******.

  

  Business response

  08/30/2022

  Business standing firm on no refund. Repairs were completed. There were hidden damages that we were not aware of. Business paid another Big O to do repairs at no cost to the customer.

  Thank you,

  **** ******

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ****** Altima to Big O Tires 12614 Dixie Hwy 40272 for some work. Poor workmanship was done on my car plus cheap parts installed. Had trouble with the car running so paid for more work to be done as in tune-up etc... About 1-2 weeks the car would not run and had to be towed home - then to Big O to be worked on again. We had to wait four days to get car even look at. I was lied to about them working on the car because I live near bye and the car was never move form where AAA drop it off. The owners daughter advised me and my wife they work on in in the car parking lot. I thought if was odd none of the used people would look me or my wife in the eye they just turned away and let the daughter talk. I asked for the keys to see if any work had been done to the car because I marked the engine so I could tell if any work had been done. I advised her of that Boy did the story change fast. After being lied too serval times I had the car towed to another Big O in Hill view to be worked on. They worked on the car but was unable to get it to run do to the work at the first Big O and advised me he's light engine work and the car needs to go to a ****** dealer plus the car still had an oil leak at the value cover. He also stated all the work needed to be redo from the 1st Big O ****** ****** fix the car for 608.24 and advised the cheap parts (plugs & Air filter) caused the car not to run at all. I talked to **** the owner of Big O on Dixie because he is a neighbor of mine. He also talked to the other Big O because they are friends He also advised me he would give all my money back because I been a customer for years now. However he refused to give back the $505.35 I asked for not the $608.24 ****** ****** had to do to fix the car. I lost the used of the car for about 2 weeks, plus had to have it towed (4) times at my expenses, we didn't rent a car however my fuel bill double that two weeks taking my son to work and picking up which caused so headache

  

  Business response

  08/30/2022

  Business refunded $324 for spark plugs and labor. 

  Thank you,

  **** Powers

  Customer response

  08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  **** *********  * out towing my vehicle four times lost work and my fuel bill double taking my son to and from work vs renting a car  due to the lyes from Big O.  I had to pay Nissan more than that to have my car fixed.  All the work BigO did had to be redone with better parts.  I advise them I’m out a lot more money than their offer which I rejected already.   I waiting on BBB to help me before I go to small claims court    Agin I tried to be a good Nieghbor because he is a neighbor of mine.  shame on Big O for lying to me and my wife over and over again  I paid Big O more than that plus I had to pay Nissan Even more money per the receipts I already sent 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  see Attached document

  

  Business response

  05/11/2022

  Dear *** ***** we certainly understand your frustration in the 2nd tire replacement. However your safety is our main concern. The Manager felt there was a similar problem to the 2nd tire and took it upon themselves to replace that. However, the terms & conditions of your warranty that was purchased (which you do have) is handled by a 3rd party company that we have no control over.  Consumers are obligated per terms of the warranty to pay for an reinstall and a new warranty on the replacement tire. In the interest of good will we will offer a refund on your reinstall of $22. and the cost of the additional warranty on the 2nd tire which is approximately $47.00.
  
  Please contact Doug Powers at the store location if that works for you and arrange pickup. 
  
  Kind regards, 
  **** ****** 

  
  

  Customer response

  05/17/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ******* *****  
  

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  Customer response

  06/21/2022

  It has been past the 30 days and I have not received my check 

  

  Business response

  08/30/2022

  Big O will send check to BBB. 

  Thank you,

  **** ****** 

  Customer response

  10/10/2022

  [[BBB TRANSCRIPTION VIA VM FROM THE CONSUMER]]

  " My name is ******* *****. I usually leave a message for ***** at this extension my phone number is ************ also the last person I spoke to ***** with **** reference number ********. I just wanted to let you all know that I am in receipt of the email in reference to *** ****** forwarding a check to the bbb then which is to be forwarded to me my phone does not allow me to accept the offer. It just allows me to do. It so I wanted to let you know that I am accepting the offer and what do I need to do next. Thank you for your time. I appreciate it."

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