ComplaintsforBig Brand Tire & Service

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2013 Volkswagen Jetta SE into this shop (LAS VEGAS #3214 *** * **** BLVD LAS VEGAS. NV 89110), around April 20th, because I had problems when the car was on and not driving, it would turn off. This shop did a diagnostic and determined it was a leak causing the problem. Note: I had never seen this car leaking, no signs of oil leak anywhere where I parked it prior to me taking it to this shop. The guy then said the owner before me must’ve ran over a curb or something (a very suspicious comment) The guy at the front desk proceeded to ask if we intended to keep this car long term, after we said no we want to sell it he said ok you only need to fix these parts and it will be good. They charged us a high fee off around $800. A couple days later the car was having the exact same problems, so we took it back. He then checked the car again and removed a piece, the spark plug, which he was holding as he explained what else they needed to be “replaced” and the new cost of these. After seeing how he was now talking about a whole different thing, not related to the first problem he explained, I realized he just wants to get my money. I payed a very high amount the first time for the car to not be fixed, and they would not admit their wrong doing, accusing us of denying the complete recommendations. Now my car is in a much worse circumstance than when I first took it to this place. It violently shakes and is completely undrivable. I have already contacted corporate multiple times, everytime telling me they will send it to their supervisor and I would receive a call back. It’s been well over a month and still no calls back.

  Business response

  05/20/2024

  To all parties involved,

   

  Our customer was contacted by the Customer Experience Manager on 5/20/2024. Unfortunately, our call went unanswered so an email was sent as well. We are currently waiting to hear back.

   

  After reviewing the details of the concern, all repairs performed on the vehicle up to this point were deemed to be necessary and were approved by the customer. The vehicle was brought back to the location when the customer experienced additional issues, however the technicians were unable to reproduce the faults. All invoices have been attached to this response, with clear and thorough notes included.

   

  Based on this, the next step would be to have the customer bring the vehicle to another nearby location is the issues mentioned persist. We will perform a full diagnostic on the vehicle at no cost to the customer.

  Customer response

  05/21/2024

  
  
  Complaint: 21723290
  
  I am rejecting this response because:
  
  I do not trust taking my car back to this place anymore. They have damaged my car even further, even if I’m offered a diagnostic that won’t fix anything. It will only mean I have to pay more money to get more things fixed which I rather do elsewhere, in a more trustful place. There is no point in me paying more money after all I payed to get nothing fixed, but instead be caused more trouble, by this company. I would just like a refund. 
  
  Regards,
  
  Y***** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  05/23/2024

  Unfortunately, there is not enough evidence or reason to believe the customer's claims are due to negligence on the part of BBT&S. The customer brought the vehicle in after the original service, and the issues claimed were unable to be reproduced.

   

  All services that were provided on the original visit were signed off and approved by the customer prior to service. In our original response, we included both of the invoices that have notes clearly alluding to the fact that symptoms her vehicle is experiencing are multi-faceted, and will likely require additional repairs (of which we recommended but were not approved by the customer).

   

  We are more than willing to have the customer bring the vehicle back in so we can re-assess. We believe this is a fair and reasonable next step.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for my radiator light coming on and the notice a coolant leak and its still leaking and every time I take it to the shop they tell me its something else. Now they are telling me I need to take it to a Dealer

  Business response

  05/17/2024

  To all parties involved,

   

  As of 5/17/2024, the customer has been contacted by the District Manager and will be bringing the vehicle in for a comprehensive diagnostic. A resolution will be reached as soon as the current state of the vehicle has been assessed.

   

  For additional information, questions, or updates on the matter, please contact:
  
  ****************@bigbrandtire.com (District Manager)

  *****************@bigbrandtire.com (CX Manager)

   

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in for an oil change and they never did it . My car started to knock really loud and I had no ideal what it was. I had a mechanic check it out and he said my oil has not been changed and he showed me how filthy the filter and everything was .And no oil was in my car . This was 3 months later and I was having these problems. I had this car for 6 years and never had these problems with this car . My engine is blown from them lying about doing a oil change on my car that was never done leaving my children and I without a vehicle

  Business response

  05/10/2024

  To all parties involved,

   

  We would love to move forward with resolving this concern accordingly. The next step would be for the customer to have the vehicle towed to one of our 12 service centers in Las Vegas for an evaluation. 

   

  This can be arranged with either the Regional Manager or the CX Manager:

   

  *********@bigbrandtire.com (Regional Manager)

  ****************[email protected] (CX Manager)

  Customer response

  05/14/2024

  
  
  Complaint: 21571995
  
  I am rejecting this response because:
  
  Regards,
  
  J****** ******
  
  
  
  I need to know who is going to be responsible for the towing? If they will pay for it to be towed in to one of their shops not the one that caused the problem in the first place but a different location then I will accept 

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  ? 

  Business response

  05/17/2024

  To all parties involved,

   

  We are happy to provide a tow service for the vehicle. This can be arranged with the District Manager:

   

  *********@bigbrandtire.com

   

  Thanks!

  Customer response

  05/17/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21571995, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer response

  05/31/2024

  This issue is not resolved. I let them take my car  to check it out and my engine is blown and now he is trying to say it’s been a certain amount of miles put on there so he not going to fix it . Nobody engine will blow after a few months unless it was no oil in there in the first place . They are trying to get out of not fixing what they messed up in the first place by lying like they did a oil change and they never did leaving me with no oil in my car having another mechanic try to fix their mistake 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car for rodors and break pads car ended up needing caliper my car is now shaking while I drive and breaks are still screaching and break peddle in my car vibrates and rodors are still vibrating when braking now they state my rims are bent but never said anything before until I brought my car back for the breaks still screaching and the vibration now they said it’s due to my rims but my car was not shaking when I got my vehicle aligned and new tires at their waterman location my car was as fine until I brought it here and paid 933.97 for my car to still be messed up

  Business response

  03/12/2024

  To all parties involved,

  The customer was contacted by the Regional Manager for this location on 3/11/2024 via phone call.

  Excessive vibration was deemed to be the cause of bent/damaged wheels documented prior to service. For all other issues, an offer was made to the customer to bring the vehicle back at her earliest convenience to have it inspected - all parts found to be defective or inoperable will be replaced under warranty.

  As of 3/13/2024, the customer stated she will reach back out to us with how she would like to proceed.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1st 2024 I went to Big Brand Tire & Service. I was looking to get my NEW 22” Fuel Forged Wheels mounted on my tires . They were not on the truck they came in “loose” in the bed of another truck. I simply asked if they could do the job of mounting & balancing my wheels . They agreed to do the work. 2 hours later I am about to head home with the loose wheels in my truck and I notice wheel weights mounted on the outside of the rim (the rear tire of a dually a deep dish 22” wheel). I went back inside to ask them why they had did it and they had no answer. As they proceeded to take each wheel weight off of the 2 outter wheels I noticed more damage from their tire balancing machine. After speaking with Ed Zeimba (the store manager ) he proceeded to tell me he would rembursed me for my wheels to get fixed . It has been over 3 weeks now I have been back 2 different times to collect money and it’s a different story everytime I walk in now. They will not pay me for the damage done. They owe me $750 for the damage of the wheels to get fixed and repowder coated. I would like to be refunded for having to get wheels repowder coated and fixed

  Business response

  03/01/2024

  The customer was contacted (by the CX Manager) via phone call and SMS on 2/23/2024. We are awaiting a response from the customer to move forward with the resolution.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 27, 2023, I took my automobile (Toyota) to the Big Brand Tire & Service Center (Big Brand), located at: 5128 Camino Al Norte, Las Vegas, Nevada for a general oil change. Upon completion of the oil change service requested, the store manager presented me with a list of multiple recommended services, many of which were false (oil leak) because I previously had my auto serviced, and the recommended services fees were grossly inflated. After declining additional services, I paid the oil change service fee and exited the business. After driving my auto home, I noticed smoke emitting from the engine compartment, and visually noticed oil poured on the manifold, and a "red" substance smoking from the back of the motor near the rear firewall of the motor area. I also found a tool used to remove the oil filter inside of the motor compartment obviously intended to cause an accident possibly resulting in a fatality. I also noticed the driver's seat remote switch panel was pulled out of place, and the oil motor cape was broken. I returned to Big Brand and reported the issues to the store manager and presented photos as evidence. The manger refused to take any corrective action.

  Business response

  01/25/2024

  The District and Regional managers are currently investigating the situation from multiple perspectives. A final resolution is expected by tomorrow, and we will reach out with the next steps.

  Customer response

  01/25/2024

  
  
  Complaint: 21165110
  
  I am rejecting this response because: the Respondent, Big Brand Tires has only provided a copy of the Invoice relating to the Oil Change service and the proposed service list. The respondent has not addressed the merits of my Complaint at this time. Respondent has stated that they are "investigating" the matter and will respond.  In light of the fact that the matter is still under investigation, I must reject respondents' response because it is not responsive to the merits of my complaint.  
  
  Regards,
  
  P****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  01/25/2024

  To all parties involved:

  A follow-up call was sent to the customer this afternoon, 1-25-2024. Call went unanswered and a voicemail was left with the District Manager's contact info.

  Awaiting a response from the customer, from there a resolution will be reached. 

  Business response

  01/25/2024

  The District Manager for this location was able to get in contact with the customer this afternoon, and we are happy to report that the customer was satisfied with the resolution proposed.

   

  Thank you.

  Customer response

  01/28/2024

  
  
  Complaint: 21165110
  
  I am rejecting this response because: I am currently in the process of a possible resolution with Big Brand Tire. I am scheduled to meet with a representative sometime after, Tuesday, January 30 2024.  If a satisfactory resolution is agreed upon by both parties, I will notify the BBB.
  
  Regards,
  
  P****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer response

  02/01/2024

  Today, February 01, 2023, the Complainant has not received a response from the Big Brand Time & Service District Manager. Accordingly, I intend to move forward on my complaint. 

  Respectfully,

  P****** ********, Complainant

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our Jeep Commander into Big Brand Tire and Service in Carson City for a simple oil change. We received a call from the service manager who told us our oil pan had broken and that we needed to pay $1300 to get our car back. The car could not be driven since there was no way to put oil in it. Big Brand has exclusively worked on this car for the past 4 years. We have done many oil changes with them. They explained that the vehicle was older and had many miles on it and it just happened. It seems clear that the plug was over-tightened at the previous oil change. When there was a problem, instead of letting us know, they proceeded to rip the plug out of the oil pan. Then they held our vehicle hostage and said pay this or you don't get your vehicle back. After some angry arguing, they did agree to come down on the price saying it would be $800 to fix and we could apply for their credit card to help us with the expense. The final bill was $994, $200 more than they promised and $5 under the cards limit.

  Business response

  01/17/2024

  thank you for taking the time to reach out and bring these concerns to our attention. 
  
  We are actively investigating the situation from multiple perspectives, and will reach out to you as the details develop further.  
  
  Can you please provide the invoice number on the receipt so that we can confirm we are looking at the correct service information?
  
  Thanks again, and if you have any further questions throughout the resolution process, you can always reach out to me directly as well: [email protected]

  Business response

  01/18/2024

  To all parties involved,

  After a thorough investigation into the matter, it has been concluded that the services in question were required due to regular and reasonable wear to the vehicle. At the time of the service in question (see "Invoice A" attached), the vehicle was reported to have 277,168 miles on the odometer.

  An attempt was made to get in contact with the customer after the parties involved reached out to our corporate office on December 22, 2023. Our call to the customer went unanswered.

  In addition to this, the vast majority of the previous services were not completed by Big Brand Tire & Service, but by the previous company that used to reside at this location: Christenson Automotive.

  During several of the recent services at our company, recommendations regarding the service in question were made to the customer (see "Invoice B" and "Invoice C" attached).

  A full and thorough list of all invoices can be obtained by reaching out to our CX Manager via email: [email protected].

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in because the check engine light was on they said we needed a flush we didn’t that. A few weeks later same thing after multiple flushes and spark plugs being changed we took it to a different mechanic who within a few hours stated it just needed a new battery the car is now fine

  Business response

  01/11/2024

  Hey S******, thank you for reaching out.

  We are going to move forward with getting a Regional Manager involved in the situation to help resolve. 

  Is the phone number you provided the best one to reach you with?

  Thanks again!

  Customer response

  02/05/2024

  
  Complaint: 21128734
  
  My best contact is 845-568-7603.  My email is 41s******[email protected]
  
  Regards,
  
  S****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/1/22 $1144.22 11/15/22 $697.66 2/17/23 $2038.34 7/26/23 $3765.09 11/16/23 $2889.55 On November 16 I spent $2888.55 to fix my dodge dart and my daighters kia. My daughter was supposed to have her battery replaced. I was charged for it and 2 days later she broke down at work and had to be jumped. We found out that the battery was never replaced. With that being said we called Big Brand and discussed the situation. The GM **** was no longer there and get agreed to review all repairs that I had done recently to verify work was completed as I have had the same issues with my vehicles that I took them in for. The oil change that was to be done on my truck was completed on my car instead, the shock assembly and struts on the dodge dart were competed but not shortened so they were rubbing. I just now took my dodge ram in for review and found out that the brakes that were flushed but instead of changing the brakes on my truck they changed them on my dodge dart (which had already been completed within the past year, did not need to be done again and if they did should have been under warranty) I have had a long standing history with the company under prior management (kyle, Rick and Sandy) and have been going to them for 10 years with no problems until recent changes. I pay on time, with multiple vehicles and children spend close to 10k a year there and I have never had this issue. I am now being told I need to pay $1100+ for the brakes on my truck per R***- new GM 12/29/23 and that he is not going to just "give me free brakes". My concern is that I paid for something I didn't need (brakes on the car versus the truck) and now need to pay again as they only did the brakes flush on the truck and not the brakes themselves as I was advised. When the battery issue was discovered I filled a corporate complaint. I did not receive a call back. I called them again Friday 12/22 and was advised by Mark (oversees store 3002) that he had take to the GM R*** and his daughter Haily at the store and they said I was happy so he did not see a reason to call me back. I left him a message today 12/29/23 to advise that I am NOT okay with the situation. I have requested (as of 12/29/23 R***) copies of all communications and receipts. I pay through Acima leasing and pay it off within 90 days so there is no interest. As the leases are completed the link to down load is expired.

  Business response

  01/17/2024

  Hey T******, thank you for taking the time to reach out and bring these concerns to our attention. 
  
  We are actively investigating the situation from multiple perspectives, and will reach out to you as the details develop further.  
  
  Can you please provide the invoice numbers for each of individual receipts given after the services were completed? We would like to ensure we are looking at the right invoices on our end.
  
  Thanks again, and if you have any further questions throughout the resolution process, you can always reach out to me directly as well: *****@bigbrandtire.com

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to the BigBrandTire & Service shop in Oro Valley in Tucson (AZ) on 22nd Nove****, 2022 to change my car’s front brake pads and rotos. I was told that the work was carried out the same morning in the shop and we paid the amount of $696.42. 4 months later during a regular car checkup, I found out that the rotos have not been changed, I called the shop and the staff Ms. A****, after checking her record, admitted and confirmed that the rotos have not been changed for some reasons, and she agreed to a refund. However, after agreeing to a refund the shop ignored all my e-mails and call. I contacted the headquarter by sending them a letter explaining the issue and until now, there is no any reply from anyone.

*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. ↩