Complaints

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased 4 tires from big o on 2/27/2024. Less than 6 months later they refuse to stand behind them. I had them rotated at my next oil change and returned to big o for a rebalanced. Someone damaged my bumper at big o when I initially got the tires. When I returned for the balance they rotated the tires a second time after I expressly told them not to as I had just had them rotated. They also disconnected my air filter for no reason. I had also expressly told them not to jack with it and that I was only there for tire balance and nothing else. They did not refasten my air filter. I discovered it had been disconnected at my next oil change when the technician brought it to my attention. Big o is refusing to stand behind my damaged bumper, the junk tires, and any engine damage. I was offered one tire on warranty but would have to purchase a second. They claim that they were never rotated but I have proof that they were. At approximately 7 thousand miles they were recommended by big o for replacement. I still owe 1500 dollars on the tires and I haven't even gotten 6 months use out of them. Now I'm looking at even more money for another set.

  Business response

  08/12/2024

  He purchased 4 tires. Two of his back tires were worn out. He did not rotate his old tires properly. He wanted new tires at zero cost. The tires were damaged by lack of maintenance and not rotating them and by hauling heavy things. I offered one tire free if he purchased another one. I don't see any records of rotation. I have 20 years of experienced. 

  Customer response

  08/13/2024

  Complaint: ********
  
  I am rejecting this response because:
  I did rotate the tires and submitted documentation to prove it. Big o rotated them a second time when I had the tires rebalanced. They also recommended tire replacement at 7 thousand miles. The heavy hauling is an untrue and unfounded accusation. The tires were simply garbage ebay tires that they overcharged me for and and then refused to stand behind them when presented with proof. Not only that, they treated me like I was an idiot. I was not born last night in a barn. The sheer incompetence I encountered at this place of business is mind numbing. 
  
  
  Regards,
  
  ****** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my truck in for a simple oil change on 7/28/22. I received a call shortly after telling me that my oil drain plug was stripped and that I needed to replace the oil pan and it was going to cost me $750 I promptly asked for the manager who I have dealt with in the past Mr. Hugo M********* who is excellent at customer service and a great manager he was not there they have some stand in because Hugo is on vacation. After consulting with this manager and informing him that the only place that has touched my vehicle since I’ve owned it is big O tires and it’s impossible that the threads on the oil pan just wore out and that it had to be from over torquing the bolt he said no these just wear out and either you can pay the $750 to replace your oil pan $350 for the oil pan and $250 for the labor plus the charge for the oil change or I can call a wrecker and have them tow my truck and have the work done somewhere else. That would not be an issue but they know as well as I do that I’m leaving for a 13 Hour Rd. trip tomorrow morning they have me over a barrel and they know it . I tried to get a hold of somebody in customer service that could put me through to a manager above the stand in since Hugo is on vacation the only options I have are to put in a complaint and wait for a response by the franchise owner . Unfortunately since I have to leave for California I’m not going to be able to resolve this in any other form or function so unfortunately I was forced to pay the $750 for their incompetence I know for a fact that if Hugo would’ve been there this never would’ve happened and unfortunately this is my only way to resolve this because I was told by the acting manager that if I wanted to talk anymore about this that he would just refuse service to me and I could get a wrecker to tow my truck. I am extremely disappointed in the service that I was given considering I’ve spent so much money over the years with this company and been happy. Never again.

  Customer response

  08/01/2022

  I received a call from the area manager late in the day and he resolved the issue. Please remove the complaint and disregard. 
  

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an alignment package in November and have had to return the vehicle 3 times to have service repeated as it was not completed correctly yet. Each time I am given a different reason as to why it wasn’t done correctly previously.each excuse is completely untrue. Because they have not completed the alignment correctly I have had to replace a blown tire 4 times for a total cost of $1100. Not to mention putting my life at risk as well as everyone else on the road.

  Business response

  03/09/2022

  Mr. **** came in 3/8/2022 for an Alignment job, Before you actually do and Alignment you check and see if it needs it, so we did and the alignment was out of specifications and we performed an Alignment at no charge to him , I explained to him the angles that were of and then corrected, also there is an issue with the left front , the way the car is built it cannot be adjusted. I gave him a print out of before and after which we do with anybody that gets an alignment. If you drive and hit a pothole or curve that can make the alignment to go out, I gave him a print out that showed that we aligned the car to the best of our abilities. After the vehicle leaves the lot we can't be responsible or prevent for when or if the alignment goes out due to normal driving or whatever driving would be.

  I am not sure what the complaint is, we are re doing the alignment under warranty every time he comes in no questions asked

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩