ComplaintsforBig Brand Tire & Service

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went to big Brand tire in Goodyear Arizona for four new tires and an alignment. After the alignment I was driving home when I hit the Excelerator, the car jump to the right lane off the Excelerator went back into the left lane. I called the tire company they said, bring it in the next day. I gave the technician a ride. He saw how the car jump lanes he said he would fix it. It took another hour for him to align. It gave him another ride, and it did the same thing he tried to fix it again took him for another ride. The car did the same thing. He said he could not fix it anymore , I talk to Travis the manager he said he worked on Porsches before and it was some kind of drive mode issue. He said the right tires were getting more power than the left tires that made no sense to me. I am not a mechanic. I couldn't believe that. They let me drive his home. I barely made it home. I went to Christian Brothers automotive on Yuma in Buckeye in 15 minutes they found two bolts that were loose tighten the bolts and the car runs beautifully now. I wanted them to take off the price of the alignment, but Travis, the manager wouldn't do that. He said he aligned the car. I do have the statement from Christian Brothers what they did I'd be happy to email it to you .

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 5, 2023, I took my vehicle, a black 2014 BMW 335i, in for a 9am appointment to receive a wheel alignment at the Big Brand Tire & Service located in Yuma, AZ. It took approximately 1.5 hours and I waited in their waiting area. Once completed, the store manager, Mr. W****** ******** assisted me with paying and checking out. He informed me that my vehicle was ready and parked outside. Once finalized, I walked out of their establishment and noticed my vehicle parked with the front of the vehicle facing the building. As I got closer to my vehicle, I noticed a scuff on my front left bumper that I had not seen before. Once I noticed the scuff, I decided not to enter my vehicle and wait for Mr W****** ******* ** finish greeting a new customer so I could inform him of the damage. Once done talking with the new customer, Mr. W****** ******* and i had a cordial conversation regarding the matter. He eventually called his District Manager and informed him of the situation. The District Manager, over the phone, approved of repairs to repair the scuff. I asked Mr W****** ******* if I could get this in writing and he obliged. Initially, Mr W****** ******* informed me to get it repaired myself and simply provide the receipt so I could get reimbursed. Later that afternoon, he called me and informed me that the District Manager would rather get a quote prior to paying for repairs. I obliged and took my vehicle to get an estimate from Kaizen Collision Center Yuma on May 18th & Smitty’s Body Shop Yuma on June 8th. Both estimates were emailed to Mr W****** ******* on May 18th & June 9th respectively. I have called a few times to follow up and even gone once in person. Every time, I have been informed by Mr W****** ******* that he has forwarded all information to his District Manager and he is waiting for him to get back to him. I believe that I have done all that is required from me to move forward with this matter so I am now escalating this prior to taking legal action.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Went to Big Brand tire & service. On **** * ****** *** ** Las Vegas NV 89121 they change my oil in my 2019 Ford did not put the filter in correctly due to that the engine seized the engine is no good.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is in regard to Big Brand Tires at ***** * ********** *****, Los Angeles, CA 90066, not listed. On May 4, 2023, I got an oil change for my sister's 2004 Porsche Cayenne. While, I was waiting, I noticed the vehicle's underbody shields were missing. It was very clean underneath, as if it had just been taken off. With concern, I went into the garage to ask the mechanic "what happened to the underbody shields?", and he pointed to a pile, on the floor, in front of the car. I felt satisfied seeing the parts and assumed all would be put back together. When the oil change was done, I drove away in confidence. Then 10 days later, on May 15, 2023, something told me look under the vehicle, and when I did I realized that the underbody shields had not been put back on, only in the front under the engine. I called their office and ended up talking to someone in corporate named Cole and told him what happened. He said that the location was closed, but he was sure that the parts would be there and if not they would take care of it. This was on Mother's Day. First thing Monday morning, I went to the shop and spoke to the manager Nick. I told him they forgot to put the underbody shields back on the vehicle. His immediate response was to run into the garage and look around. Not carefully, but erratically. I slowly followed, but felt uncomfortable. He said, Nope, they're not here. I would think a manager would just remember something like that. He then looked under the vehicle and said yep, there was not underbody shield and he also said that the front underbody shield was put on. And the last thing he said was, maybe it was the other place the car was taken, in which I said, this was the only place (meaning, who worked under the vehicle). And he just stared out into space. At this point I was thrown off balance, which happens to me when someone is lying to me. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They bought a company here in my city and as a grand opening they offered a oil change only paid around 7 dollars I was happy and as a happy customer I decided to get tires from this place little did I know that my problems where just starting same day of oil change my splash shield flew off in the highway either they tighten it to much or they left it loose flew off into the highway called and they said they would take care of splash shield great again happy customer same week I order the tires call in 2 times to check on status and nothing so again I’m driving and next thing I hear a big loud noise guess what my side deflector is falling off so there goes that took it to ford and they said the splash shield off meant air was getting into the plastic so all in all that 7 dollar oil change turned into a 371 dollar problem because I didn’t get a follow up call or nothing on splash shield and when I called no answers to a update so now I have to buy the parts for the vehicle out of pocket to fix that issue leaving me unable to get the tires put because I have to deal with this issue

  Business response

  05/05/2023

  Good afternoon, 

  We have called this customer several times to work on resolving this, but their voicemail is not setup. We will continue to reach out.  We have the splash shield replacement ready, and the tires ready to be installed as well. 

  Look forward to having the customer come in to resolve this. 

  Thank you!

  Customer response

  05/15/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20014359, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A****** ** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ??Date of Transaction: ?January 8, 2023, 9:24 AM - 2:51 PM Amount paid:? ?$247.69 includes the $29 for Lifetime Replacement/Repair/Refund Certificate Business commitment: I paid $29 for Lifetime Replacement/Repair/Refund Certificate. Big Brand Tire & Service ?has no refund/return policy on their website but they ?offer a limited 6 month or 6,000 mile warranty on all repairs?.? ALL TIRES MUST BE RETURNED TO A BIG BRAND TIRE & SERVICE FACILITY AND ACCOMPANIED BY THE ORIGINAL RECEIPT FOR ANY WARRANTY ADJUSTMENT CONSIDERATION. Nature of dispute? and ?attempt to resolve: ?When I made my purchase in January 2023, the person at the counter entered all my information wrong - my name, my address, and my vehicle information. I had trouble getting this corrected, I was able to get some assistance because my phone was correct. ?I called one of their offices in my area to resolve my complaint in March 2023.? When ??I? ?attempted to reach Big Brand Tire for assistance in getting a refund??; due to the wrong tire size?. T?he person said that I could not return the brand new tire because of the amount of time that had passed since the date of purchase and because I had already driven off the lot with it?. I only used the brand new tire for one day; I have official paperwork to prove it. ?Account/order/tracking number: ?Invoice #: 1003-2***195

  Business response

  05/04/2023

  Good afternoon, 

  Our team has looked into this and we can offer a refund with the return of the new tire. We will be reaching out to her to resolve this as quickly as possible. 

  Thank you!

  Customer response

  05/04/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19982735, and find that this resolution is satisfactory to me. I will wait to hear from the business representative’s instructions on when and where to return the brand new tire. Thank you for the prompt response and attention.
  
  Regards,
  
  L****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was set for FREE promotion oil change & tire rotation 3/17 upon arrival they stated they had ran out of oil mind you my appt was set at 10am. Anyways I came back on 4-1 dropped off my car and they said it would be ready in an hour or so we'll I wasn't gone but maybe 20 minutes when I got a call from Tony saying unfortunately my car needed brake pads, and rear rotors and a front control arm so now I'm looking at more in the line of $600+ instead of my $6.88 quote but that I shouldn't worry cause he could get me financed and not only would I not be paying out of pocket but my car would be ready at 5:30 today so I walked back for my new paper work (finance approval) and it was gonna be ready at 5:30 to come back then. When I got back at 5:15 they were closed and I was stunned cause after looking in the garage window my car was up on a lift and tires & parts were all on the floor. I had no way of contacting anyone until Monday cause closed on Sunday. Mind you NO one called me to tell me ANYTHING! So then come Monday Tony wasn't in he had day off and told to call back tomorrow. Now Tuesday I spoke to Tony and he said he was sorry and told me he was having problems with locating parts but not to worry my car would be ready the next day well this went on for. 4 more days finally I had enough went in again he was sorry couldn't find all but brake pads but not to worry he would put the control arm back ,resurface my rotors and put on my brake pads for free for all my troubles however upon arrival my bill is now $693.44? Parts-brake pads $120 and tires on sale for 4/$187.96 but wait you said I was gonna get brakes and oil change for free all I got was "sorry I tried but they won't allow me to do this for you? So now I have finance bill for $693.44 for just brake pads cause my rotors were NOT resurfaced, and after replacing/disassembled control arm car is non drivable(see pic) and as of yet no tires as well. I went from free oil change to brake pads costing $693.44

  Business response

  05/04/2023

  Good evening,

  Our team has resolved this and tried to reach out to the customer to notify her that  we made the billing adjustment by cancelling the financing bill and properly refunded her. 

  Thank you!

  Customer response

  05/09/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19937165, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jan 2nd,3rd, 4th, sounds like it is going to fall off. a needed to pass smog and told them i was tired of getting ripped off waiting for motor mounts to come in,well Jason calls me we can get them in you really need them. Ok great 1793.70 later i go to pick up my car my whole right side feels like my tire is going to fall off. It is closing time of course,I asked did you not test drive? The guy says i need struts now of course I cannot drive it. Next day i go to pick up near closing omg same noise went in to Jason and asked what is wrong with you guys you do no test the car. So 4 guys all looking at my car oh the fork in motor mounts are not going in right. Another day then then drive it to Smiths drop it off tell me all ok. Well i do not want to go back there no trust because today i herad a thumb on right side is it a motor mount or strut did they change them really and right No struts c ost me 881.49. What terrible service and now i have to take in for same noise After 2,675.19 i want my car fixed right or give me my money back. They are untrustworthy. Said trying to build a reputation. disappointed and angry

  Business response

  02/28/2023

  Hello, 

   

  We have been in contact with Mrs. Bateman. She will be bringing the vehicle back to us and we will take care of her to properly resolve this complaint to her satisfaction. 

   

  Thank you!

  Customer response

  03/01/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 19458087, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S***** *******
  
  
  
  I thank the BBB for your quick  response.  I will go talk with them. Glad they answered  even though do not think this  will be resolved.  Trust and returning business is an earned privilege from the consumer.
  
    Thank you
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car in originally In on December 26,2022 for the vehicle shaking when accelerating. Juan then stated I needed all new tires , rebalance and alignment. Juan stated he could sell me 4 tires for $200. Juan sold me the tires. And the alignment, rebalance would be $198. I then paid $398 in total and I was told that everything was fixed. The same day the car started shaking once again. Once again I call them to let them know that the same issue is happening once again. Juan had his mechanic go on a test drive with me where the mechanic automatically felt the shaking. I was told now it’s my tie rod ends that are causing the shaking while accelerating. I was quoted $300 for parts plus labor. I paid the $300 and right after they finished , the mechanic said it’s still doing the same initial problem of the shaking. Big brand and tires is now telling I need to replace both axels which is causing the shaking , which ends up being $900 with parts and labor. Big brand and tire has all my transactions and quotes on file. I do not understand why I paid over $600 for nothing to be done to fix my cars issues. I have never had a complaint and I don’t understand why they are a service shop.

  Business response

  01/06/2023

  Hello, we have been in contact with the customer an have offered her a refund. She is satisfied and happy with this resolution.

  Customer response

  01/06/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 18659069, and find that this resolution is satisfactory to me.
  
  Regards,
  
  K**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 29, 2022 paid Big Brands $95.83 for oil change. The oil change filter was installed improperly resulting in an oil leak. Returned back to Big Brands and was directed to take vehicle to Audi dealership for problem. On 11/21/22 took the vehicle to Audi Beverly Hills for diagnostic, results, oil filter was installed improperly resulting in the oil leak. Costs to correct the issue was $555.50. Big Brands offered me four free oil changes. Big Brands Invoice #1044-2359374; Audi Beverly Hills Invoice #233929.

  Business response

  12/13/2022

  Hello, 

  We will be resolving this by sending a check for the full reimbursement the customer is asking for. Check will be mailed this week. 

*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. ↩