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Complaint Details
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Initial Complaint
05/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Took car for a repair on a Friday, called me Saturday and told me they needed to keep it over the weekend. I was not told that my car would not be locked in the garage over the weekend. Monday morning ***** at Big O called me and told me that part of my exhaust pipe had been cut off. I asked which part and was told he wasn’t sure. I asked if the catalytic converter had been cut off and was told they didn’t think so and would repair the exhaust pipe at no cost to me. They were unable to determine what was wrong with the car so I told them I was coming to get the car. I asked again when I picked up the car if they were sure the catalytic converter had been cut off. I was told again no it had not but they couldn’t tell me what part of the exhaust had been cut off. When I got the car home I suspected the catalytic converter had been cut off. I took the car to usual repair place who told me catalytic converter, O2 sensors, part of exhaust pipe and mounting hardware had been cut off and had been straight piped. I notified Big O and spoke to ***** about this. He was to discuss with owner/manager and get back with me. Called several times and never received return call. I got an estimate for the repair and had scheduled to get car repaired. Filed complaint with. Big O corporate. Manager of Big O location called me and agreed to repair the car but wanted me ti use Exhaust Pro instead of place I had scheduled repair and guaranteed me a two year warranty. Exhaust Pro repaired the car but would not warranty the repair because the Big O manager, Paul, would not authorize the repair they recommended and wanted an alternate repair done instead. Paul said Exhaust Pro didn’t tell him it wouldn’t be warrantied. Paul also told me that the straight pipe they did was a temporary fix. I was never told the catalytic converter had been cut off by Big O did not stand behind what they said they would do and does not practice good ethical business practices.
Business response
06/27/2023
On March 11th, 2023, *** ******* came in and we did a tune up and told her that her catalytic convertor was below threshold and that it needed to be replaced, and we do not do that work....vehicle has 372,158 miles on it.
On April 5th, 2023, we did valve cover gaskets and an oil pressure switch with 374,005 miles on the vehicle.
On April 7th, 2023 she dropped her car off for a defective oil pressure switch and a fuel injector, over the weekend someone stole her catalytic convertor off her car, we are not responsible for cars left on the lot when things get stolen, but we did get it replaced for her and paid for it also, catalytic convertor and 2 oxygen sensors, we were told it would have a warranty but after the shop that fixed it they would not give a warranty, with the light still on and over 300,000 miles on it. We feel we did what we could to get it replaced and make her a happy customer.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.