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Complaint Details
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Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had an issue with my catalytic converter. I brought it into Big ** They said they could replace it and the O2 censors for around $3800. They called me and told me that they had taken it apart, and that the after market part would not fit. They said they were ordering a second part to try, but that they very little faith it would fit and then pressured me to put in the *** part which was $4900 more, bringing the total repair up to over $8,000.This seemed like a bait and switch. Taking my car apart, being unable to install a reasonable replacement, and now saying that I needed to spend $4900 more, or get stuck paying for partial work to get it back in the same condition i left it. I told them to just put the original catalytic converter back in so that I could pick it up and try something else, since this was a lot more money than the car is worth, and more than the dealer offered to charge me. I also didn't want to accrue more labor cost by them trying a second part which they told me they didn't think would fit. They wound up charging me $1189.98 for the diagnosis (which they came to the same conclusion as what I brought it in for) and the labor of taking out the part and putting it back in. I told them I understand that there was some labor involved in removing the part and putting it back in, but since they were unable to complete the job at the agreed upon price, I thought I was entitled to at least a significant reduction in the labor cost. They ultimately took $20 off, and refused to take off the diagnostic charge. In addition to this, they were able to re-install the catalytic converter in about 1 hour after calling them. Yet, they charged me for 5.5 hours to take out the converter, which seems excessive. Total cost was $948.70 for the labor and $179 for the diagnostic fee. My car left in the same condition it was brought in, and has the same issue that I told them it had upon bringing it in. I was bait and switched to try to get $4900 more out of me.
Business response
06/28/2024
The customer approved an aftermarket part to be installed, we ordered the part and it did not align properly with the *** parts, so we recommended using a dealer part, which is more expensive. He declined and asked to have the vehicle put back together and he would pay labor and diagnostic fees. We ended up refunding 2 hours of labor and the diagnostic fee as a customer service.Customer response
06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************************
Initial Complaint
09/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
9/26/2021-- I damaged a tire driving on the freeway in *******, *******. I got home and set up an appointment with a quote for tires that were in stock at Big O store #****** 9/27/2021-- called at 10:30 to confirm appointment-- the man identified himself as **** and said no, but I can get you on at 1. Not ideal, but I take it in. He says tires that were quoted to me aren't in stock and if I wanted them I'd have to wait even longer, but he sells me "better" tires at deal for the inconvenience. Still more expensive and I am running out of time to make plans I had. It took them until after 6 p.m. to finish up when he initially stated it would take an hour. They charged me 200 dollars for labor. 9/30/2021--Front right tire goes flat driving to work on the freeway. Thank goodness I got warranty?! I take it back in, **** again says that I hit something. I am the sole driver of the car. I did not hit something. They waive fees cuz I cause a stink but I still have to pay. Call for more infoBusiness response
10/04/2021
The customer purchased ********************** and a warranty to cover the tire if a tire is damaged beyond repair. There is no way for any driver of a vehicle to know when and how he hit a nail or other object that punctured the tire, causing it to be unrepairable?
We have already waived his fees to replace the tire as a gesture of customer service, there is nothing further we can do for him.
Customer response
10/04/2021
Business response
10/05/2021
We have already replaced the tire at no charge, there is nothing more we can do for this customerSome 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. ↩
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.