Complaints

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am disputing a charge from Big O Tires on 09/20/2021 for $400 on the grounds that I was unfairly charged by this company to fix damage incurred to my vehicle by their staff. My invoices show that I was charged an adjusted $400 to change my rear brake shoes and drumsa discount amount that I was offered as my only option to fix the damage caused to my vehicle by ************ Photo shows my old brakes returned to me with life in them. On 09/16/2021 I brought my ****** Forester into Big O Tires in ********, ** for a free inspection on the remaining life of my brakes. Upon pick up, the staff told me that my front brakes were at 50% life. My rear brakes couldn't be conclusively inspected because staff had not been able to get the brake drums open--they were unable to tell me if I needed new rear brakes. They stated that if I wanted them inspected theyd have to break my drums open. I declined and drove my vehicle home, less than a mile away. When I next drove my car on Sunday 09/19 I noticed that there was a scraping sound coming from the rear drivers side that got louder with use of brakes. Upon inspection I found fresh tool marks on damaged brake drums. I brought it back to Big O on Monday morning.Management verbally admitted there was no rear end scraping and that the brakes had been in good operating order when I first brought the car in, offering to re-inspect it. This time they conclusively told me I needed to have my rear brakes redone and quoted me $536. I expressed dissatisfaction to management for having to pay to fix what had been in good working order when I brought it in; so he discounted me to $400 as my only option for getting my vehicles braking system back to working order. Because the car was no longer safe to drive with the brakes compromised, I was not able to to take it to another shop and coerced into paying for the repairs. I called Big O corporate for a resolution on 12/16/2021, they gave me a reference # but no one contacted me back.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  2/27/20: Brought my auto to this location for a 4 wheel alignment, using a Groupon of which there was an additional charge for the purchase of ************ year when alignment guarantee".2/28/20: Returned the next day after work because not only was the wheel alignment off, but pulling to the complete opposite side as it was prior before bringing the car in, as well as the steering wheel was turned when driving forward. Upon Big O Tires re-checking the alignment, they confirmed that it in fact was off which was based on their computerized summary which is provided to customers to show before and after adjustments at which time Big O associate ******************* stated that the only way for them to correct the wheel alignment to manufactures standards, were if I were to purchase caster rings which would allow them to adjust the caster position on my car. So I purchased a package of 10 caster rings...Prior to my next visit to this location, I called to schedule an appointment or to see when best to bring my car in and it was ******************* that answered the phone whom quoted a price of $165.00.6/13/20: Returned to Big O where I was verbally quoted a price of $165 by associate ************************* as it was the same price over the phone with ******************* to install the caster rings; however I did not receive a printed hard copy of the estimate. Was told by ************************* that the time to completion would be 1.5 hours. I walked to a shopping area on ********** in Berkeley and returned 1.5 hours later where my car remained parked where I left it. I went inside and asked if my car was ready and was told there was one car ahead of mine, but it was next. So I waited outside, due to the onset of COVID-19, their customer waiting room and restrooms were closed. An hour later ******************* called my cell to tell me that the mechanic has completed one side of installing the caster rings on my car...I told him that I was standing outside, but would come inside to discuss. For whatever reason, its hard to get a word in with ******************* which is something I noticed in February when I brought my car in. ****** kept talking tyring to explain, so I hung up and walked into the Big O location where he was still on the phone. I put my hand up and said, "excuse me", where ******************* said "i'll be with you in a minute", so I waited for him to finish his call. After a bit ******************* said, "Hello? Hello?" and at that point I told him that I was the person he was speaking with on the phone, and that I tried to tell him that I was standing outside, and going to walk into the location. ******************* reiterated that the job is taking longer than expected, but that the mechanic had completed one side, and still needs to do the other side, but due to the time its taking...there would be an additional charge. I asked how much additional and was told, "$82.50" and that it would be another hour until the mechanic finish. Beyond frustration at this time which also included an unnecessary argument with associate *************************, whom was nasty from the initial greeting which I let go the first and second time, after asking if I could use their restroom after waiting 3+ hours for my car. I agreed to the time and additional charge mentioned by *******************, and figured I would contact Big O corporate after my car was completed to file a complaint and request a refund for the additional cost of $82.50, because it made absolutely no sense to reject the additional cost and have my car returned half completed.15 minutes later, after returning to where I was standing previously while waiting for my car, ******************* called my cell to tell me that my car was done and ready to pick up. ******************* and I finished the monetary transaction, after which I looked at the computerized print out of the wheel alignment which showed (in color code form) that on one side of my car, the caster shows as green, while the other side was yellow (red being far from manufactures recommended setting). Seeing this and the fact that my car was ready in 15 minutes after ******************* had just stated it would take another hour, leads me to assume that they did not complete the task in which they were paid and only completed one side. Of the pack of 10 caster rings purchased and provided to Big O for this service, none were returned to me upon "completion".Promptly after leaving the store, I pulled over and called Big O corporate headquarters, and filed a complaint. I believe it was one week later, after not hearing from anyone I called again to follow up. The person that answered this time was understanding, thorough, and read back my complaint as transcribed, which was perfect in which I asked for a refund in the difference from the initial verbal quotes, being $82.50. About a week later, I received a call from the Big O store manager, ****************** whom apologized for the service and asked how I would like to see this handled and if there was another service they could provide in turn. I just had service by my regular mechanic, so nothing else was needed. At this time, due to waiting so long for a response and the fact that my car still required proper maintenance, I asked for a refund for the total paid on 6/13/20 in the amount of $247.50. Early ****** said that he could not approve that request, that he would need to escalate this to a higher manager to approve and that he would call me back the next day around the same time with an answer. Next day, no return call from Early ******. 8/20/20: I received an email from *******************************, identifying himself as the ******************* Area Director. ****** apologized and suggested I reach him by phone or email, preferably email.8/19/20: I don't have a reason to check my email daily, so responded to ****** on 8/19 expressing frustration over this transaction. I asked what he would recommend the point of action be in this situation as I don't feel that I would receive honest and complete service by Big O Tires.8/24/20: ****** apologized again for my experience and offered a full refund for the installation of the caster rings in the amount of $247.50 including that if I plan on visiting a Big O Tires location, my alignment warranty is valid for 1 year. If not, he would also offer a full refund for the alignment as well. If I originally paid with a credit card and not a debit card, that he is able to process the reimbursement remotely. If not, unfortunately he would need me to return to the Big O location so that he could process it. In closing, he thanked me and looked forward to resolving this in a timely manner.8/25/20: via email, I thanked ****** and confirmed both transactions (the initial alignment and secondary, install of the caster rings) were paid by debit cards; however separate cards.8/26/20: sent a follow up email to confirm that I agreed to his offer of a full refund, and included a break down of each transaction which included the last 4 of the two debit cards used.9/3/20: ******************************* apologized for the late response and that he was not catching up on all his calls and emails. Then he stated that he would have the reimbursement processed today 9/3/20 and I should see it on my monthly statement in 3-5 business days.9/15/20: I emailed ****** that I've left messages at the number provided within his email signature and was told that they would relay a message to call me back, and received more of the same...sometime extremely late or an absolutely no response. Then asked if he could at least confirm if it would be easier to return to the Big O location for a cash refund today, since both transactions were paid via Debit.9/15/20: ****** responded that he's usually out in the field and not in the office too often (even though one of the calls made to him, I was told he had just left for lunch). He included that unfortunately due to one of the transactions being on a debit card and the other was paid using a Groupon, they would need me to return to the location to be able to complete the reimbursement and that ******* (one of the district managers) and Early (the branch manager) were both trying to reach out to complete the transaction. 9/15/20: I responded via email that I haven't heard from either and that I was off work that day, then asked if ****** was able to confirm now that they would be able to issue a cash refund in the amount of $387.49 today.9/15/20: ****** responded that both are available today and are awaiting my arrival and would be able to either credit my debit card or write a check and that ******* would handle everything.9/15/20: Told ****** that I would take the $387.50 payable by check, if he could relay that to ******* 9/15/20: ****** responded that he would let ******* know to issue a check instead for the whole amount. 9/15/20: Shortly after the email from ******, I received a phone call from ******* confirming that he would call me when he has the check in hand and didn't want me to arrive at the store before he returned.9/15/20: At 5:38 pm I received an email (not sure why not a phone call as before) stating that he had my refund check, but unfortunately he was unable to deliver it as stated earlier and asked that I please give him until tomorrow, and asked for my address where we could meet.9/16/20: I received a call from ******* stating he is in the area and will be dropping off the check. No call or check from ***************9/17/20: No call or email from either ****** or ******* 9/18/20: I received a call from ******* whom stated he was in the area and taking a chance that I was at my work address provided two days prior in which he delivered a check, which was short $50. I gave him back the check and stated that this check is not the amount that we agreed upon and for him to speak with ******. He then stated that it was ****** that cut the check.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 09/27/ 2022 I took my car into Big O Tires *********** for an Oil Change I was told to leave the car come back in ***** minutes it would be done and ready I came back 2 hours later and my car had been moved and left I forgotten and no work had ever started . The Manager then stated that he was giving the Job to his best Technician and I should come back in another Hour I returned and the Technician was still working on the cars oil change. Upon him finishing, I got in my car and began to drive when I noticed a part Cap resting on my windshield wiper . I immediately backed up in reverse- never leaving the premises. The Techician and ****** was still standing there , I asked what was that on my windshield, and why was it there . The Techician said it was an extra part that hed found under the hood I said to the Manager standing There You heard him right ? - because if theres a problem ** coming back to you The Manager acknowledged that hed heard him , and joked to make sure you take care of this man, because I dont want him coming back beating me up I drove off without incident , but my car had a soft shuttle tick tick tick ticking sound coming from it - which became increasingly more frequent and more audible with the next couple of days . I called the store to speak with the Manager which wasnt available that day . I left a message but was never called back . My car stalled on me and subsequently shut down where it sat in my garage for a couple of weeks On 10/10/2022 I was able to start car again and proceeded to drive it back to Big O Tires Within a few blocks and less that 100 miles since oil change the check Oil light came on , I called to let the Manager know and that I was on my way there I was told by the Manager that my Oil Tray was saturated with oil that hed clean off and that he couldnt determine the cause because they dont work on that type of car . Since then there has been no Resolution offered

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