Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this on behalf of my elderly mother (80years old), who took her car into Big O Tires for a routine oil change on July *******. She was told that her car needed some maintenance work but was never given an estimate to sign nor was she told the price of the work needed. From my understanding, Big O has you sign an estimate whenever they do any kind of work on a car otherwise it is not legal. When it was completed, she was told that she needed to pay $3285 otherwise she could Not take her car home. She only had $300 credit remaining on her Big O credit card and was then pressured into using ACIMA, which they advertise as a rent to own company. She is 80 years old and lives on an extremely tight budget. This company is all digital and she was only given a touch pad to sign her name, she was never given an interest rate on this so-called loan that is "rent to own". This sales associate pressured her into this and her monthly payment is $390 a month!!! This man committed *************** Abuse and I want them to make this right a take care of her bill since she did Not sign any kind of estimate for the work and had No idea how much it cost! Since then, my mother has broken her hip and is in a nursing home and is no longer able to drive and I had to sell her car as well... ****************************************** I have Docs but did not bring them with me today. I can download them another day if I am able to.

  

  Business response

  09/18/2024

  This adult customer approved the work to be performed in the store, the customer filled out the application for Acima and it is very descriptive in regard to what it will cost and the actual terms of credit to the customer. We are truly sorry that the customer fell and was injured, and her daughter decided to sell her car and months later, her daughter decides that the purchase was not authorized, however this has nothing to do with an adult customer accepting terms of work to be performed, which ***** ****, the customer did. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I wish there was a way to leave 0 starts - We have been here before and had regular service for oil changes and tires with no issues. The fact that we trusted them to do something outside of those two things.... We should have known better. Had our work truck for 2 weeks, put us out thousands of dollars and still had broken parts inside the truck! Contacted the corporate email and contact as ****** response suggested and still waiting another week for them to contact me back and follow up. Worst of it all, someone here decided to urinate in a soda can and place it under our driver seat - Are you serious! So this spilt in the floor board, smells and had to spend time and money cleaning this out - Not to mention we are going to have to go somewhere else and spend time and money fixing what they left incomplete after almost $1K taken. Warning everyone and small businesses to not go here for servicing

  

  Business response

  08/27/2024

  Customer is very belligerent, we fixed her issues and the rest of her accusations are ridiculous in regards to the soda can.

  Customer response

  08/27/2024

  I have called email and texted with the General Manager and Regional manager with my plea. This is very unprofessional and all we are asking for is our money back. If there is not an example and they are saying we are in the wrong then they will continue to do this to people over and over again. They fixed the issue we paid for but taking apart the car to troubleshoot and then not putting that back is mind blowing. They also think that we would make up the fact that someone in their building urinated in a soda can that we left in the vehicle. They had this vehicle for 2 weeks and not once were we in or near this truck. I can cried and pleaded with them and they just ignore everything we say and say that we are making this up. To take this time out of my day to call, text email, post reviews as well as reach out to the BBB does not mean I am making any of this up and this is cray that they can trat customers this way and get away with it. Just wow I am heart broken  

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shopped online for a set of tires and received a quote for $409.00 parts and labor. I made an appointment for the work. When I got there I was given a cost estimate of $457. I asked why there was a $50.00 difference between the quotes. I was told that it was due to different tax rates. I agreed to have the tires installed. When I got home I looked at the bill and found I had been charged $40.00 for nitrogen. This charge was not on the online quote. I never told Big-O I wanted nitrogen in the tires. This was not discussed at all when I asked about the difference between the quotes. The $40 charge for nitrogen is nothing more than a scam.

  

  Business response

  10/03/2023

  The customer was refunded the same day.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We took our van for an oil leak. Paid $1400 to get it fixed. Took it back a second time due to it still leaking. Told it was nothing and wiped it off. Took back a third time and was informed it was due to the poor job done the first time around. Apologized, was going to fix for free, and give us half our money back. Brought it back the next day for them to do this and they kept it all day and over night and half of the next day only to call us and say its still leaking and we cant fix it. Oh and now recanting on everything they said including the refund. Basically told me too bad. So now we are out $1400, 3 days worth of pay for my job due to being without a vehicle, and still a leaking vehicle. I am appalled at the lying, deceit, lack of accountability, and downright disrespect from this company.

  

  Business response

  03/09/2023

  This vehicle had multiple leaks when it came, we started with the most obvious leak which was the oil filter adapter gasket, when she brought it back in we replaced a sensor that was leaking at no charge. 3 weeks later, she brought it in again, we checked our previous work and determined that the leak she has is from a completely different source then the one we repaired. When you have a lot of oil on the underside of a motor, you have to start with the most obvious and go from there. The current issue is nothing that we have caused and would be a separate repair from what we have already done.

  Customer response

  03/09/2023

  When I came back the third time, the assistant manager and the technician working on the vehicle informed me it was due to the first technician's error and "reluctance to do it in the first place." That was after it was inspected for the 3rd time. At this time, I was informed I needed to bring it back the following day for them to "fix" the technician's error. The technician driving me home even told me that technician was fired as a result of the insufficient work done on my vehicle. It was on this day the manager informed me he would credit me back due to the continued issue. The original leak was isolated to one spot and since we got our vehicle back, the leak is in multiple spots. It was not like that before they worked on it so it appears something was done at the shop to cause this issue. Not to mention, the manager of an accredited business telling me he would credit me $700 after it was inspected the third time then just changed his mind and his entire story about the leak. I firmly believe this is due to me pushing back and it was in retaliation. The parts they ordered the third visit were the same parts used during the first one as informed by the technician on duty so saying there are multiple unrelated leaks seems suspicious. Mind you, all of this is after their original work, claiming it was fixed, costing over $1400 and then continued leaks, a second inspection which said it just needed cleaned better which was also the technician's fault and now somehow all of that was wrong or false. I do not accept this response and I believe it is only right the manager uphold his word of the refund due to the above reasons and for saying that is how he was going to rectify the situation. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 25, 2023 I went into Big Ol Tires for four MICHELIN CrossClimate 2 tires. I made an appointment prior to the visit for these specific tires. I spoke to *********************** when I arrived to the store. At no point during our conversation did he say the tires werent in stock. Waited hours for the car to be finished. After driving off the low pressure light came on. I pulled over to check the tire and notice big ol legacy tires were on. Disappointed, I called **** back. Who stated the tires I wanted werent in stock and he wouldve had to order them. At no point did **** call me or tell me the agreed upon tire wasnt in stock. During the phone call he said, The big ol tires were Michelin like tires and way better. I told him it doesnt matter what you think, me the customer wanted a specific tire and he took it upon himself to switch the tire to Big Ol tire without letting me know. He proceeded to inform me on how s***** Michelin tires are even though it initially told me in the store he had Michelin tires on his car. He told me to bring the car back next day which I did only to order the Michelin tires I originally set out to get. He told me they would arrive Today, February 27, 2023 at 11am. I went to the store only to be informed the tires werent there. At the point I advised them I just want my money back. The store manager was very rude and argued with me in front of other customers. Denied refunding me even though the mistake was theirs. This was the classic bait and switch shady sales tactic employed by Big Ol Tires. Makes you think what kind of kick backs they get for selling their brand of tires. I would like my money refunded and the sales associate reprimanded. Attached is the original appointment I made for the specific tires I wanted.

  

  Business response

  03/01/2023

  The manager has offered to remove the tires that the customer is unhappy with, he can pay the difference and put the Michelins on, we have called him with no return call.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** damaged my ***** traverse during an inspection that was not asked for. He cut a piece of the dash off behind the glove box to get to the s**** they said did not exist. Then once they realized I knew there was a s**** they tried to retract their statement. ***** then tried to deny that there was not a s**** to remove which there was cause the filter had never been replaced as they also previously stated on a call to me to ask if I wanted them to do it. I declined and did it myself. When replacing the filters is when I noticed the damage that was caused by ***** and also that he did not replace the cover and screws to the engine air filter properly either. When I called they said bring it down so I did. When I got there they would not listen to me treated me like I was an idiot and like I did not know what I was talking about. ***** tried to rip out the cabin filter and proceed to belittle me saying, what screws did I have to replace for the filter? Referring to the cabin filter when I said in plane english the air filter. The the manager started weigh in on me treating me like I was a piece of scum for questioning his employee. They did not even try resolve it, instead they just kept getting louder and shifting blame saying it was not them. They ruined my car and did not offer to fix it or make it right in any way. I plan on filing complaints with BBB, Pinal county, and the **************** and everyone else that will listen to include social media to prevent this treatment from happening to anyone else. This is unacceptable behavior by a STORE MANAGER and employee.

  

  Business response

  10/24/2022

  We attempted to help this customer, he was belligerent and unwilling to let us do anything. We have not done anything wrong and will not do anything further for this customer 

*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. ↩