ComplaintsforBig O Tires

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/07/23 Big O Tires told me I must purchase a new tire as the one I had could not be repaired. It had to be within certain specification to match the other front tire. They would not have a replacement until the following day. I left the car at Big O tires, walked home to get my other vehicle to drive to a dealership who had the tire available the. I got the tire, took it to Big O tires, was told they would call me when it was put on. They called me to tell me that I must purchase another tire to match the existing front tire as required to meet certain specs to ensure the safety features would be operational. I was surprised they had not mentioned this before, but approved the new tire. When I was called the following day to pick up my car, before leaviing I asked for the tire that had been taken off for replacemnt. I was told it had been "put on the truck," but they would try to get it. I called the following day, was told they could not get it. I told them that the tire had only ****** miles and I wanted it in case I was faced with the same situation again. I was never asked if I did not want the tire, and assumed that it would be given to me as it was my tire and there was nothing wrong with it except that it had ****** more miles on it than the new one. It took a number of calls to the manager to tell him I did expect the tire would be replaced. Each time I talked to anyone at Big O tires I emphasised that I expected the same brand of tire to be given to me. After several days and several calls, the manager told me the tire would be replaced. I went in for the replacement, was offered an off brand tire, which I refused as I knew it would be unusable on my car because of the spec requirements. The manager threw the tire at my feet, told me that was all he was giving me. I said nothing and left.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve had my last oil change at this location on May 27, 2022. On July 19, 2022 my car stalled in the middle of the road. After that happened that same day I called ******** ***** from where I originally got my car from, I spoke to them asking about my warranty on my engine of the car and I had my car towed to the location of 1333 e camelback rd, Phoenix 85014 AZ (******** *****). Once I arrived there they explained to me I needed a diagnostics to see what was wrong with the car. The next day the diagnostics was complete and ******** ***** told me they could not get my car fixed under warranty because a third party handled my last oil change and that it was due to a human error. The human error was my oil plug was missing. I then proceeded to the last place I had received my oil change which was from Big O Tires and I explained to them the conditions of my car and where I had it towed. Big O Tires then proceeded to have my car towed to them and then Big O Tires did their own investigation. Coming to conclusion Big O Tires explained to me since I had it towed to ******** ***** first and the mileage on my vehicle after the oil change Big O Tires wants me to pay out of pocket $3000-4000 for a used engine which I’m at no fault. Big O Tires was the last place I had got my oil changed and I’ve done previous oil changes with Big O Tires before.

  Business response

  08/03/2022

  BBB
  7/31/2022
  ID#: ********
  
  Dear BBB,
  We take all customer concerns seriously and have already been working hard to find a satisfactory
  resolution for all parties involved.
  Our guest brought their 2017 ***** ***** in for an oil change on 5/27/22. It had 66,473 miles. The next
  time we saw the car was after it had first gone to the dealership and then Big O Tires towed it from
  ***** to our shop with 70,832 miles. This is after ***** started the car and let it run according to their
  notes and then lifted the vehicle and then claims to find there was no drain plug.
  Does this mean the drain plug was lost on the road before going to the ***** Dealership? Without the
  drain plug all the oil leaks out onto the road. If this happened prior to arriving at ***** there would
  have been obvious signs of oil everywhere and signals on the dash giving the ***** tech no reason to
  start the car first and then lift it second. Furthermore, the engine would typically seize up if the drain
  plug fell out while driving once the engine was starved off oil. If it did not seize on the road, it certainly
  would have at the ***** Dealership. When the ***** tech ran it without checking first that it had oil
  on the dipstick. According to ***** it would not have had oil because the drain plug “bolt was missing”.
  Yet despite these alleged facts before arriving at Big O Tires; The engine still runs, is not seized and the
  car can be driven, but there is an internal noise. These anomalies make it hard to reconcile what our
  customer is alleging which to be fair is based on what ***** is telling them. The allegation that we
  caused the engine damage from an improper oil change.
  It is highly unlikely that work done at our store would allow the vehicle to make it 4359 miles, almost to
  its next oil change, before the drain plug went missing. To go that far indicates that the drain plug was
  secured properly. It certainly would not have gone 40 miles if we had left it off. We would have had an
  oil slick in our shop bay; if we had left it off entirely when adding new oil during the oil change.
  Based on all the above stated abnormalities coupled with the facts stated by Big O Tires including time
  and mileage between service coupled with the fact that we were the second shop to see the car. Big O
  Tires is not taking responsibility for replacing the engine
  Big O Tires has sought a compromise with Mr. ***** as a good will gesture. An engine is currently
  available with 50,000 miles, which is far less than their current engine. Big O Tires offered to install it in
  the vehicle at cost. That came out to $3,048. We do not have the engine in our possession because Mr.
  ***** rejected the offer and stated he would pay nothing. Big O Tires cannot guarantee the engine will
  remain available and our offer would be subject to change.
  
  Thanks for your consideration
  Big O Tires
  
  Alex A*****
  Big O Tires Manager
  Garrett Collier Managing Partner

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