ComplaintsforBig O Tires

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Sept 2023 I had my 2011 **** Escape serviced with Big O for 4 new ****************************** 2 ball joints/control arms replaced. Directly after this work,my *** as well as 2 traction control lights turned on.I went back to the shop to see if maybe something was wrong with the work as these lights have never been on prior.Big O reassured me nothing was wrong and everything was installed correctly ; the *** wire was likely accidentally moved while installing ball joint/control arm. I asked them to fix it so I didn't see the lights and they let me know it was fine to just leave it like that...so I left. In early Feb. 2024 I went to Big O for a tire rotation and oil change. This took over 3 hours, and I had an appointment. 5 days later my drivers side front tire completely fell off. Luckily for me, it was directly after a stop sign this occurred, for if it did while actively driving, it would've been very dangerous. I called Big O before calling my car insurance. They suspiciously, offered to send a tow truck on them, even though my car insurance would have covered a tow. Why would they let money drain from their pockets unless they knew something they did was wrong? After Big O took a look at my car they let me know the ball joint was faulty.I took the photos from the scene and reached out to some car friends who explicitly let me know Big O is 100% at fault, and they know it. I told this to Big O, who said they would fix the work free of charge.They would not agree to have a different tech work on it, or have a supervisor on it. Reluctantly I let them do the work whilst letting them know they will pay for a second opinion, which they did.The second opinion shop listed many problems due to their bad work Big O had denied when I addressed them.When telling Big O this, they said they had to fix all the work the second shop found, I fought for them to not touch my car again and pay for the fix elsewhere, they did. Yes, they paid for it.Regardless someone in that shop needs fired.

  

  Business response

  03/25/2024

  Hello ********,

  We have read your response and understand your frustration with the situation. On top off paying another shop to fix these issues, we are willing to offer a full refund of the service work (lower control arm replacement and wheel alignment) in the amount of $637.23. The amount requested of $1368.42 included tires which will not be refunded as they were not the cause of this issue. 

  Customer response

  03/25/2024

  
  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

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original date. 9/26/2020. Had a brake job. On 10/07/2020, the vehicle started feeling like the brakes were wet and the brakes started to squeak. I took it to Big o and they said that was normal, I said not being able to stop normal with the brakes feeling like they **** want to stop was not normal. I was turned away. On 3/29/2021 I went back because they were still having the problem plus the wheel was shaking when i applied the brakes. They resurfaced the rotors and it fixed the problem. Around 8/29/2021 the brakes started making the squealin sound again and the wheel started to shake again so I took it back to Big O again since the warranty was for eighteen months or eighteen thousand miles which both were within the warranty period. Big O came back with, you need new rotors, remove and replace F ball joint, remove and replace f control arm upper ball arms w/ball joints, perform an alignment and both outer tie ends missing ****** pins, total price of parts was $740.61. They would not

  

  Business response

  10/29/2021

  Store Manager contacted customer and the problem is been resolved.

  Customer response

  10/29/2021

  
  
  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,
  
  
  *******************
  
  
   
  

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