Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Thursday October 5th I dropped my car off at Big-O tires for a new rear tires and an oil change. I dropped it off at approximately 11am. By 5:50pm I had not received contact regarding my car, so I reached out to them and they let me know they were about to do the oil change on my car. At 6:09 they called me and told me they were keeping my car overnight because after the oil change the car was smoking out of the exhaust. I was stuck in ******* overnight and had to pay for an uber 40 minutes back home. In the morning they informed me my car was not drivable and needed to be towed. I did not argue, I rented a trailer and made the trip back out there to tow my car to a *** specific shop (***************). After his inspection of the car he determined the wrong type of oil was used, causing the turbo to fail. For context this turbo is just over ***** miles old. I had it installed by *************** 6 months prior. The car was running perfectly when i arrived at Big-O and had to be picked up on a tow truck. Big-O tires is denying all responsibility, they are not releasing the video footage from that day to me. They are threatening *************** with legal action, and questioning his credibility. They have not offered to pay for the damage, or my expenses that were caused by it. I received a quote from *************** to fix the damage and it is over **** dollars. I have no way to afford this, Big-O has made it clear they are not going to pay. I now have no vehicle. On the paperwork they gave me (repair order) There is no mention of them doing an oil change. Adding to that the odometer reading on the paperwork is over ******* miles. My car arrived at Big-O with ****** miles. ********** unprofessional and negligent work. I have been in contact with the district manager ************************* and he has made his position clear.
Business response
10/24/2023
This vehicle has an aftermarket Turbo installed by another shop, the customer took the vehicle to that shop after we did an oil change and with nothing more then a visual inspection, they claimed we were negligent. We reviewed our video footage to find that we did everything correctly and the customers turbo failed, not because of anything we have done, we have invited the customer down to view the video footage, they have threatened legal action and our legal team advised us not to release the video. They still have an open invitation to view the video that shows we did everything correctly.Customer response
10/24/2023
They will not admit that the car worked when I drove in. The car worked when the tech pulled it into the shop. They will not admit that after they touched the car it was not operable. They claim I have an open invitation, that is an absolute lie. I have tried many times to set up an appointment to see the video. They do not respond, and refuse to release the video to me. On the phone ************************* claimed he could release the video because its just a video of a guy working on your car. They gave me a repair order with no oil change listed on it because they knew.Business response
10/24/2023
I will not argue with you, you have an appointment today to view the video, after your father threatened legal action, we spoke to our team of lawyers and have been advised to allow you to view the video, but we will not give a copy or allow you to record our video. The video clearly shows the oil change being done and the car pulled out with no smoke.Initial Complaint
06/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They charged me over a thousand dollars to fix my ** a few years ago. Just took it in to another place because the ** went out again. Come to find out they duct taped the leak instead of actually fixing it.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.