ComplaintsforBig O Tires South Burnaby
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Complaint Details
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Initial Complaint
09/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had brake work on my 1 ton truck done here on Jan.11, 2024. This work included new front calipers, new pads and to machine the rotors.On Feb.7th I had bad grinding noise coming from a wheel and thought it was wheel bearings. Took it to a driveline shop, what they found terrified them. They told me I was ****** *** because the calipers were old and ********** improper installation had them binding up. I have pictures I will attach; if I had not taken it in right away and say I was on the highway and that failed, it could have flipped my truck and possibly killed people.Now all I want is a full refund and they refuse because I didn't bring it back to them.Very unprofessional!Business response
10/02/2024
Refund to calipers and brake pads was offered to the customer as part of the warranty procedure. The customer is aware there will be no warranty to the brake pads without replacing the rotors as part of the manufacturer policy however, we are willing to include it on the refund.
On a typical warranty procedure, when a customer decided to have another shop to replace the parts previously installed, the customer or the shop will notify the previous shop to make sure the warranty is covered. But not on this case. The customer opted to have another shop do the installation plus this time replace the rotors and demanded for our shop to pay the entire bill. This is not how it works!
We asked the customer to bring the defective parts so we can submit the parts back to the supplier as per Suppliers policy. We offered him a refund for both the calipers and the brake pads but the customer refuses to take it. The offer remains as long as he brings the defective parts (pads and calipers) back to us so we can send it back to Supplier.
Total amount refund inclusive of taxes: $714.51
Customer response
13/02/2024
Complaint: ********
I am rejecting this response because:As stated in the letter attached from ****** ************** who has a brake specialist. Seems the rotors were never machined at all, and worse yet the new parts were installed wrong. This is a safety issue and could have been much worse.
This has caused me all kinds of stress and trouble. Looking for a full refund On parts and labour.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.